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Welcome to Conversations that Matter, a podcast from Uniphore. Here, we explore the latest customer experience trends, innovations, best practices and more with well-known thought leaders and industry experts. Tune in and join the conversation.

Over the past year we have had so many amazing guests on Conversations That Matter. We learned so much from all the wonderful conversations with everyone we spoke to. Join us for a trip down memory lane as we round out the year and highlight moments from our most popular episodes.

A huge thank you to all of the guests below for taking part in our show! We couldn’t have done it without you!

Neal Sample – Member Board Of Directors at Wellfield Technologies, Inc.

Orrin Webb – Founder of Enmocean

Scott Baker – Senior Analyst at Opus Research

Katie King – CEO of AI in Business

Evren Aker – Director of Partnerships, ME, Turkey, Africa, France at Genesys

Takeaways:

– AI in healthcare is not a silver bullet, however, one valuable usage is finding determinants to health care adherence.
– Uncertainty in sales creates discomfort. Reps need to be equipped with the right emotional intelligence skills to let them tackle unexpected issues.
– AI will not magically make your life better. It will never be smarter than your smartest people or know your customers better than you do.
– Many people talk about CX in isolation, in reality CX is integral to your organization. At the end of the day, most businesses’ purpose is to satisfy their customers’ needs profitably.
– CX goes beyond someone picking up the phone to answer your concerns. Good CX focuses deep on the conversation, the background, and the issues the customer went through.

Links:

Neal Sample

– Twitter: https://twitter.com/nsample?lang=en
– LinkedIn: https://www.linkedin.com/in/nealsample/
– Episode Link: https://www.uniphore.com/podcast-conversations-that-matter/?wchannelid=bq7fhmc5v1&wvideoid=tl82evsvub

Orrin Webb

– LinkedIn: https://www.linkedin.com/in/oswii/
– Website: https://enmocean.com/
– Episode Link: https://www.uniphore.com/podcast-conversations-that-matter/?wchannelid=bq7fhmc5v1&wmediaid=bprexp9t6l

Scott Baker

– Twitter: https://twitter.com/tweetsbybaker
– LinkedIn: https://www.linkedin.com/in/scottebaker/
– Website: https://opusresearch.net/wordpress/
– Episode Link: https://www.uniphore.com/podcast-conversations-that-matter/?wchannelid=bq7fhmc5v1&wvideoid=td5nezzntb

Katie King

– Twitter: https://twitter.com/katieeking
– LinkedIn: https://www.linkedin.com/in/katieeking/
– Website: https://www.aiinbusiness.co.uk/
– Book Link: https://www.amazon.co.uk/Strategy-Sales-Marketing-Connecting-Experience/dp/1398602027/ref=nodl_

Evren Aker

– LinkedIn: https://www.linkedin.com/in/evrenaker/?originalSubdomain=ae
– Website: https://www.genesys.com/

Ways to Tune In:

– Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
– Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
– Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M

Categories: Business, Technology

Tags: contactcenteranalytics, conversationalai, conversationalserviceautomation, customerexperience, frontofficeautomation, realtimespeechanalytics, speechanalyticssoftware

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