Why Humans Still Matter: Balancing Automation and Empathy in Customer Service, with Matt Taylor
Welcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation.Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management.Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves. Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!
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31:29
Why Humans Still Matter: Balancing Automation and Empathy in Customer Service, with Matt Taylor
Welcome back to All Things Considered CX! In today’s episode, host Bob Azman sit down with Matt Taylor, Co-Founder and CPO of Knowbl, a cutting-edge company transforming customer experience with conversational AI and automation.Matt shares his unconventional journey from consulting to launching Knowbl amid the pandemic, drawing on deep experience in innovation labs and product management.Together, they dive into what’s really happening on the front lines of AI in customer service—from separating real business value from “solution chasing,” to mapping the customer journey and turning contact centers into true experience hubs. Tune in for an honest look at the challenges and opportunities facing organizations leveraging AI, why not every call should be automated, and what the future holds for customer experience as technology evolves. Whether you’re a CX pro, an executive, or just curious about the future of AI in business, you won’t want to miss Matt’s practical advice and candid industry insights!
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31:49
How AI Can Improve or Destroy Customer Service Experiences, with Alex Mead
Welcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics.Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.”You’ll hear Alex passionately break down his EPIC framework—Easy, Personalized, Intuitive, and Contextual—and share hard-won insights on making technology like AI work for the customer, instead of just chasing cost savings.If you’re ready for an honest, sometimes unfiltered discussion about the pain points customers really face, and how practitioners, not just consultants, can drive CX that actually works, this episode is for you. Get inspired to challenge the status quo, put customer needs first, and advocate for change that adds real value—all while picking up actionable ideas to elevate your own customer service game.Tune in as we kick off a new season with practical wisdom, industry stories, and a no-nonsense approach to CX that will have you rethinking everything you thought you knew about customer experience.
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33:23
How AI Can Improve or Destroy Customer Service Experiences, with Alex Mead
Welcome to a brand-new episode of All Things Considered CX! In today’s thought-provoking conversation, host Bob Azman sits down with customer service experience leader Alex Mead for a candid look at what’s wrong with today’s CX practices—and how real transformation starts by getting back to the basics.Alex dives deep into his unique CSX (Customer Service Experience) philosophy and why he’s on a mission to separate service from the marketing noise that’s “ruining customer experience.”You’ll hear Alex passionately break down his EPIC framework—Easy, Personalized, Intuitive, and Contextual—and share hard-won insights on making technology like AI work for the customer, instead of just chasing cost savings.If you’re ready for an honest, sometimes unfiltered discussion about the pain points customers really face, and how practitioners, not just consultants, can drive CX that actually works, this episode is for you. Get inspired to challenge the status quo, put customer needs first, and advocate for change that adds real value—all while picking up actionable ideas to elevate your own customer service game.Tune in as we kick off a new season with practical wisdom, industry stories, and a no-nonsense approach to CX that will have you rethinking everything you thought you knew about customer experience.
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33:39
Creating Engaging Workplaces: The Secret to Crecera Brands' Success
In this episode of the All Things Considered CX, host Bob Azman is joined by Scott Eichstad and Ted Itschert from Crecera Brands.With a focus on authenticity and customer experience, Scott and Ted share their journey of transforming the customer service landscape within their organization. With nearly 60 years of shared experience, they discuss the challenges and strategies involved in breaking down silos, improving contact center operations, and fostering a customer-centric culture. Gain insights from their stories of leadership, dedication, and the essential role of passion in driving customer engagement and satisfaction.If you're ready to rethink and elevate your customer experience approach, this episode is packed with valuable lessons and inspiration.
Are you ready for CX Unhinged? For building better experiences? Hosted by Bob Azman, this show digs into the trends, tools, and tactics that are transforming the way businesses connect with their customers.
Get ready for thought-provoking interviews, expert advice, and the latest insights straight from the world of CX. Whether you're aiming to enhance your strategy or discover new ways to drive customer satisfaction, grab your notebook - Bob and his guests have got you covered. Make sure to bubscribe to get new episodes every 2 weeks.
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