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Now displaying: January, 2024

151: Great Employee Experiences = Great Customer Experiences 0

Jan 28, 2024

Teams will reflect how they are treated back onto their teams. Take the time to lead with a sense of empathy and enthusiasm and you will find they deliver higher quality experiences for guests, customers, and consumers.

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- Employee experience begins with the hiring process, orientation, and onboarding.
- Intentionally leading with empathy will help you lead your team the way they want to be led.
- Communicate in a way the informs withour overwhelming.
- Understanding the different generations in the workplace will help you lead them better.
- Create welcoming and inclusive environments will help attract and retain top talent.

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Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

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150: Human-Level Customer Experience From A.I. With Nikola Mrkšić 0

Jan 13, 2024

In this episode, I welcome Nikola Mrkšić from PolyAi into the studio to discuss artificial intelligence (A.I.) in contact centers.

Visit http://6canons.com to invest in my latest virtual hospitality program.

- Great AI helps you foget you're speaking to machine because it is about helping the customer.
- Contact centers continue to grow and bring value to organizations.
- Great AI and contact center operations can improve customer satisfaction and NPS.
- Effective contact centers are not costs, but investments in your business growth.
- The best AI is conversational in nature and has been given the right information to make the most of various use cases.