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CX In The Wild
"Welcome to 'CX in The Wild,' where exploration meets innovation in the world of Customer Experience. Hosted by Dennis Wakabayashi, The Global Voice of CX, this captivating podcast journeys to the heart of the industry, often on location, to converse with the leaders and visionaries who are shaping the future of CX across various sectors worldwide.
Join Dennis as he uncovers the strategies, insights, and passions that drive these trailblazers, diving deep into their experiences, successes, and challenges. From Fortune 500 companies to vibrant startups, 'CX in The Wild' transcends boundaries, offering a global perspective that resonates with professionals from all walks of life.
With over three decades of experience and an influential presence in the CX field, Dennis engages listeners with compelling talks, inspiring stories, and practical wisdom, all woven into a narrative that educates and empowers. Each episode is a masterclass in understanding the importance of building genuine connections with customers and transforming customer-centric efforts into lasting success.
Whether you're a seasoned CX expert or a curious newcomer, 'CX in The Wild' is a passport to the diverse world of Customer Experience, filled with exclusive interviews, unparalleled insights, and the tools you need to excel. Join us as we venture into the wild terrains of CX, unlocking the secrets that enable businesses to thrive in an ever-changing landscape."
CX In The Wild
Navigating the Fusion of Human Touch and AI in Customer Support
In this episode, we explore the innovative world of Awaken Intelligence with Simon Black, focusing on their mission to enhance agent and customer experiences in contact centers. Based in the UK but with a strong presence in the US, Awaken Intelligence partners with major platforms like NICE, Genesis, and 8x8, embedding their technology to optimize service delivery.
Simon introduces us to their key technologies: agent guidance, post-call analytics, and "co-pilot," which integrates with ChatGPT for real-time support. He discusses the importance of adopting new technologies thoughtfully across different markets, highlighting the rapid innovation adoption in Europe.
We dive into Simon's tech journey, Awaken Intelligence's origin, and their strategic use of generative AI to simplify customer interactions. This episode is a deep dive into how technology, when used wisely, can revolutionize customer service by empowering agents. Join us for a conversation on leveraging innovation for better customer experiences.
Simon Black on LinkedIn: linkedin.com/in/blacksimon
Learn more about Jonathan's work at their website: https://www.awaken.io/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
