No Hold Time
de Mosaicx
Cel mai nou episod
Selfless Giving and Building a Customer Success Team | Kristi…
Selfless Giving and Building a Customer Success Team | Kristi…
Despre acest podcast
"Hold time" describes how long a customer waits on the phone, traditionally while listening to bossa nova or smooth jazz.
Join this ongoing conversation covering the latest tactics and trends around AI, automation, brand interactions, self-service and other ways to improve customer experience (CX). Don't worry, they get into a lot more detail than just "lower hold time."
David Araiza and Brian Bremer help companies of all sizes find ways to make experiences better for their customers. They work with banks, retailers, airlines, hotels, hospitals, pharmacies, insurers, cable companies, interne
Episoade
Cele mai noi 20 din 27 episoade
- Selfless Giving and Building a Customer Success Team | Kristi Faltorusso (Client Success) · 45 minDon't be afraid to share your "secret sauce." The way you raise up yourself, your organization, and everyone around you is through selfless giving. That's advice from our latest…
- Our Starting Point with Gen AI | Lauren Morris (Mosaicx) · 38 minCustomers are at the forefront of everything we do, and we're constantly looking for ways to improve customer experiences with the latest technologies, including generative AI…
- Build Long-Term Relationships with Customers | Gina Gibson (OpTech Solutions, Think Forward) · 35 minIn this episode of #NoHoldTime, we talk with Gina Gibson, co-founder of OpTech Solutions, CEO of Think Forward, and co-author of Revolutionizing Customer Experience. When…
- CX in the Finance Industry | Lauren Edrington (Bank OZK) & Todd Sale (Corpay) · 37 minExceptional customer experience is vital for the finance industry. In our latest episode of No Hold Time, we sat down with industry leaders Todd Sale, SVP of CX operations at…
- More People Getting Help Than Ever Before | Grant Riewe, Gordon Rubin (Vibrant Emotional Health) · 39 minIn this new episode of No Hold Time, we welcome two guests responsible for improving access to the national crisis mental health network. Grant Riewe and Gordon Rubin, of…
- How a Fractional CXO Builds a Customer-Centric Organization | Stacy Sherman (Doing CX Right) · 20 minStacy Sherman, host of Doing CX Right, returns in this new episode of No Hold Time. Stacy is an award-winning author, speaker, and advisor, as well as a fractional CXO (chief…
- Backgammon, Pickleball & Women in Business: An Interview with Stacy Sherman from Doing CX Right · 35 minWhile attending Reuters Customer Service and Experience West in San Diego, Brian and David met up with Stacy Sherman, an award-winning keynote speaker, author, advisor, and host…
- Do You Need a CXO? · 24 minAs interest in improving customer experience has grown, organizations have looked for out-of-the-box ways to orient their entire company toward this critical goal. That has led…
- Are CX Events Worth It? · 25 minLet's get this show on the road. Literally. For the first time, No Hold Time is getting out of Omaha. In this episode, Brian and David meet up in San Diego for an event focused…
- Startup CX vs. SMB CX vs. Enterprise CX · 27 minThere was a time when it looked like the companies that offered the lowest price would win. Now, many customers would choose to pay more for a product if it meant they get a…
- Generative AI Needs a Human in the Loop · 20 minIn recent times, there are few technologies that have been as hyped as generative AI. Everyone is interested in how it can maximize their workflows, improve customer experience…
- Leadership, Mission & Purpose Behind the AI | Rebecca Jones (Mosaicx) · 59 minWe've talked in the past about why we work in this business. We have the opportunity to turn a bad situation into a great experience for thousands of people every day. In that…
- Ensure CX Technology Works Together · 28 minEric's internet went out. It happens. It's frustrating. But he was understanding. What made the situation worse was when the internet company sent him a text days after it was…
- Be More Helpful and Less Creepy with Customer Data · 33 minEveryone has data, but not everyone knows what to do with it. In fact, it's only been in the past few years that companies have really figured out how to centralize all the data…
- Supporting People in Crisis: Interview with Vibrant's Grant Riewe · 45 minUsually, we love talking about new technology and how it can improve interactions with customers, patients, members and other stakeholders. But technology doesn't always provide…
- Cheesemaking, Penny Whistles & Whale Conservation: Interview with Vibrant's Grant Riewe · 37 minGrant Riewe is the chief technology officer of Vibrant Emotional Health, an organization that provides mental health resources to people across the United States. And we'll get…
- Dos and Don'ts of Mobile Messaging (RCS, MMS & SMS for Business) · 26 minWith the show being called "No Hold Time," we talk a lot about the voice channel. But today, the guys dig into what may be the most popular method of person-to-person…
- Ethics of AI in Customer Service · 32 minThis one's a little heavy, but it's very important. Everyone is talking about what AI can do for their business, but it's just as crucial to consider how to use these new tools…
- Don't Automate Everything: How to Use Intelligent Routing · 28 minWe talk a lot about automation as a way to cut costs and improves some aspects of the customer experience. But there are some interactions that you can't (or rather, shouldn't)…
- The Customer Service Metrics You Should Be Using · 28 min · Episodul 8We talk a lot about how technology evolves and how customer experience stays the same, but many of these conversations begin with how we measure outcomes for clients. In this…
