The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership
The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership
We chat with Chip Bell - author of 'Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Se... Read more
10 Aug 2023
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22mins
CX strategist Lynn Hunsaker on putting the customer at the heart of innovation
CX strategist Lynn Hunsaker on putting the customer at the heart of innovation
In this episode, we chat with Lynn Hunsaker - author of Innovating Superior Customer Experience - about how customer cen... Read more
2 Aug 2023
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22mins
Rewind: Square's Rohini Pandhi on spotting and solving customer problems
Rewind: Square's Rohini Pandhi on spotting and solving customer problems
Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Prod... Read more
27 Jul 2023
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30mins
What happens when customers meet chatbots? Discussing our latest research on AI in customer service
What happens when customers meet chatbots? Discussing our latest research on AI in customer service
In today’s episode, we’re joined by our own Senior Product Researchers, Cormac O’Dwyer and Sophie Woods, to find out if ... Read more
20 Jul 2023
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16mins
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AI educator Kavita Ganesan on uncovering AI opportunities in your business
AI educator Kavita Ganesan on uncovering AI opportunities in your business
We caught up with Kavita Ganesan, author of The Business Case for AI, to talk about strategies for business leaders to s... Read more
13 Jul 2023
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17mins
Two AI chatbots walk into a bar: TV writer Joe Toplyn on teaching chatbots to crack jokes
Two AI chatbots walk into a bar: TV writer Joe Toplyn on teaching chatbots to crack jokes
Can a customer support chatbot tell a joke? Former head writer for The Tonight Show and software engineer, Joe Toplyn, j... Read more
6 Jul 2023
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20mins
Becoming Fin: The story behind the name of our AI chatbot
Becoming Fin: The story behind the name of our AI chatbot
When we created our state-of-the-art AI chatbot we knew we wanted to give it a proper name - it felt too much like part ... Read more
29 Jun 2023
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12mins
Adapting to the AI revolution in CS: Discussing our 2023 AI report
Adapting to the AI revolution in CS: Discussing our 2023 AI report
In our latest report n - The State of AI in Customer Service 2023, we dive into the top five trends transforming custome... Read more
22 Jun 2023
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37mins
Transforming customer service in healthcare, with health educator Jennifer FitzPatrick
Transforming customer service in healthcare, with health educator Jennifer FitzPatrick
In this episode, we chat with Jennifer FitzPatrick - the author of Reimagining Customer Service in Healthcare to talk ab... Read more
15 Jun 2023
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23mins
From science fiction to reality: Exploring the potential of LLMs
From science fiction to reality: Exploring the potential of LLMs
In this episode, our Senior Director of Machine Learning Fergal Reid joins Emmet Connolly, our VP of Product Design, to ... Read more
8 Jun 2023
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1hr 3mins
