https://www.spreaker.com/show/conversations-that-matter-a-podcast-fromenManagementCopyright Dan Sanchezhttps://d3wo5wojvuv7l.cloudfront.net/t_rss_itunes_square_1400/images.spreaker.com/original/70d38dd5d31a002c76609f37d747c03b.jpghttps://www.spreaker.com/show/conversations-that-matter-a-podcast-fromWed, 28 Feb 2024 09:15:10 +0000Dan SanchezDan Sanchezfeeds@spreaker.comWelcome 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.falsea8d9b23f-10fb-52a9-8c2d-754e5c9c53f2episodichttps://www.spreaker.com/episode/b2b-eq-tim-harris-conversations-that-matter-episode-48--525395478eaf8d0a-1805-44ed-b72f-01ff195a462fWed, 25 Jan 2023 13:00:13 +0000Dan SanchezUniphore is excited to launch its newest podcast B2B EQ! Check out this episode to learn more about what you can expect on B2B EQ.631false148fullhttps://www.spreaker.com/episode/2022-best-of-conversations-that-matter-episode-47--52297545142b94f0-6738-461d-8596-71c7e29c3c8aWed, 28 Dec 2022 13:00:10 +0000Dan SanchezJoins us for a special episode of Conversations That Matter as we share a compilation of some of our most popular episodes from 2022.564false147fullhttps://www.spreaker.com/episode/creating-a-frictionless-funnel-todd-unger-conversations-that-matter-episode-46--5224574647cef3d6-2e0a-44b8-b2e8-2fb25e0b3128Wed, 21 Dec 2022 13:00:10 +0000Dan SanchezJoining us for a LinkedIn live episode of Conversations That Matter is Todd Unger, CXO and SVP Marketing and Member Experience at The American Medical Association.1821false146fullhttps://www.spreaker.com/episode/there-s-no-ai-without-ia-seth-earley-conversations-that-matter-episode-45--52184608dd56ae0c-54bc-437f-a611-43f13e2729c6Wed, 14 Dec 2022 13:00:09 +0000Dan SanchezYour chatbots are only as good as the information you give them, but how do you get the right data? On this episode of Conversations That Matter, we are joined by the Founder and CEO of Earley Information Science Seth Earley. Listen in as Seth answers...2164false145fullhttps://www.spreaker.com/episode/cx-mailbag-mike-aoki-conversations-that-matter-episode-44--52120235c6270058-c9bc-4ed4-a0cd-a9c3eaaf225eWed, 07 Dec 2022 13:00:12 +0000Dan SanchezOn this episode of Conversations That Matter, we talk with the President of Reflective Keynotes Inc Mike Aoki. Mike debunks a cx myth, and answers questions from the community.1924false144fullhttps://www.spreaker.com/episode/successful-cx-is-built-on-a-strong-employee-experience-ivan-kotzev-conversations-that-matter-episode-43--519180265ed30c5c-7207-4fd5-bf66-57ec19f9d513Wed, 16 Nov 2022 14:00:11 +0000Dan SanchezHe's a CX savant who started as a call center agent and now finds himself as a Research Analyst at NelsonHall. Ivan Kotzev is the guest on this episode of Conversations That Matter.1420false143fullhttps://www.spreaker.com/episode/customer-experience-should-be-in-everyone-s-title-and-responsibility--519180283d382388-7826-4f6a-8c1c-ae091e8ac86cWed, 09 Nov 2022 13:46:43 +0000Dan SanchezWithout employee experience, there can be no customer experience. VP of CX at Epicor, Chris Warticki is the guest on this week's episode of Conversations That Matter.1949false142fullhttps://www.spreaker.com/episode/increasing-empathy-in-the-contact-center-kevin-zyskowski-conversations-that-matter-episode-39--5191802988b5657e-1870-4e77-8e83-5b012cfe3c82Wed, 02 Nov 2022 12:00:09 +0000Dan SanchezKevin Zyskowski, the Founder and CEO at CertainlyCX, joins the show to share his insights on the importance of negative feedback.1924false139fullhttps://www.spreaker.com/episode/cx-nightmares-call-center-life-conversations-that-matter-episode-41--51918024ad5e1f8b-cdb5-46e4-827d-5863a55b5a5cFri, 28 Oct 2022 23:10:57 +0000Dan SanchezReal agents. Real call centers. Real crimes. Horror stories sourced from the internet directly from call center agents.655false141fullhttps://www.spreaker.com/episode/developing-ex-in-tandem-with-cx-ben-motteram-conversations-that-matter-episode-40--51918025f4d32ac1-1758-4a9a-8605-88bd579d3436Wed, 26 Oct 2022 12:00:11 +0000Dan SanchezOn this episode of Conversations That Matter, Ben Motteram, Principal of CXpert, joins the show. Ben shares his CX experience, and some ways companies can enhance their CX frameworks.1274false140fullhttps://www.spreaker.com/episode/cx-mail-bag-jeremy-watkin-conversations-that-matter-episode-38--51918023dbc7f38f-3d26-4c8d-be06-62fc0f7fcc81Fri, 14 Oct 2022 12:00:12 +0000Dan SanchezOn this episode, we open up the CX mailbag to answer some of our community's questions.909false138fullhttps://www.spreaker.com/episode/developing-a-customer-centric-company-annette-franz-conversations-that-matter-episode-37--519180304ea3b01e-d67e-44f6-957f-8832f3a0b9a8Thu, 13 Oct 2022 11:00:11 +0000Dan SanchezAnnette Franz, Author of the books "Customer Understanding" and "Built to Win" and CEO of CX Journey joins the podcast this week. Annette and Randy discuss CX myths, customer-centric culture, and more!1653false137fullhttps://www.spreaker.com/episode/uniphore-cx-day-live-stream-shawn-nason-jeannie-walters-conversations-that-matter-episode-36--51918035c095ecc0-1c6f-46a9-a128-4a7fd86ff42bThu, 06 Oct 2022 13:11:39 +0000Dan SanchezLive from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field.3532false136fullhttps://www.spreaker.com/episode/implementing-ai-in-the-healthcare-industry-neal-sample-conversations-that-matter-episode-35--51918033e823bf7b-e262-4392-a6b9-5fc7db082802Wed, 07 Sep 2022 20:04:42 +0000Dan SanchezWhile AI has a plethora of opportunities in the healthcare industry, it is no miracle cure. When implemented correctly, AI and Automation can find invaluable insights that make measurable impacts on real lives.2185false135fullhttps://www.spreaker.com/episode/supporting-your-agents-with-ai-scott-baker-conversations-that-matter-episode-34--51918039be1cfc9d-5cd6-4a21-b208-36d76ae0b53dWed, 31 Aug 2022 21:24:53 +0000Dan SanchezThis week’s guest has 13 years of experience designing, deploying, and managing enterprise software solutions. Scott Baker is a Senior Analyst at Opus Research. Scott joins host Randy Ksar at the Five9 CX Summit for an extended interview! Scott shares...917false134fullhttps://www.spreaker.com/episode/the-myth-of-ai-in-the-contact-center-conversations-that-matter-episode-33--51918037cdc930d0-7a29-4459-84a9-303ad408c0bfThu, 25 Aug 2022 17:37:09 +0000Dan SanchezThis week’s episode is a collection of live interviews from the Five9 CX Summit in Las Vegas! Randy chats with guests to ask them “What’s one myth about AI in the contact center you would like to debunk?”689false133fullhttps://www.spreaker.com/episode/ei-in-remote-hybrid-work--5191809243e079eb-6cad-4a22-9aba-13bb058d80c2Wed, 03 Aug 2022 18:09:57 +0000Dan SanchezThrough a better understanding of emotional intelligence, better leaders are made. Understanding the needs of your coworkers, and being able to address them, fosters an environment of success.1822false13fullhttps://www.spreaker.com/episode/success-in-sales-with-emotional-intelligence--5191805835f5bccf-d021-4d9c-a0b9-20f74cfa073eThu, 30 Jun 2022 12:00:07 +0000Dan SanchezUnderstanding your customers will allow you to connect with them in a way that will benefit your sales outcomes. The most effective way to do this is through emotional intelligence.1753false12fullhttps://www.spreaker.com/episode/emotional-intelligence-an-introductory-guide--51918064eda226b3-773b-42e5-9ee1-df43b18bc24aThu, 23 Jun 2022 17:08:52 +0000Dan SanchezHuman beings are driven by emotions. We are all affected by everything happening in our society today, making this a crucial time to invest in improving your emotional intelligence.1409false11fullhttps://www.spreaker.com/episode/ep-8-a-sneak-peek-at-uniphore-converse-2022--5191804193844625-304a-482c-aa84-7dd6d299bef2Wed, 23 Feb 2022 23:40:35 +0000Dan SanchezUniphore Converse 2022 is right around the corner—March 1st to be exact.528false18fullhttps://www.spreaker.com/episode/ep-7-an-overview-of-emotion-ai--51918066
However, humans are always giving off signals, and machines could use these signals as a source of information to understand emotions.]]>db719c4e-5c9f-43c8-8ed7-4816b0e39ee7Wed, 09 Feb 2022 18:07:02 +0000Dan SanchezAs of right now, machines do not have the capability to peer into a human’s soul and see what they’re truly feeling at any given moment. However, humans are always giving off signals, and machines could use these signals as a source of information to...
However, humans are always giving off signals, and machines could use these signals as a source of information to understand emotions.]]>318false17fullhttps://www.spreaker.com/episode/ep-6-understanding-non-verbal-communication-w-multimodal-understanding--51918081
But what about understanding other modes of communication like tone of voice or gestures?]]>dfdb0705-ba3a-417c-b6e0-cbc643c59813Wed, 09 Feb 2022 18:06:16 +0000Dan SanchezIn past episodes, we’ve talked about teaching machines to understand human language. But what about understanding other modes of communication like tone of voice or gestures?
But what about understanding other modes of communication like tone of voice or gestures?]]>406false16fullhttps://www.spreaker.com/episode/ep-5-natural-language-understanding-how-machines-comprehend-human-speech--5191806244fad6ee-86fb-4a35-99b2-e47127d3396bFri, 28 Jan 2022 18:45:11 +0000Dan SanchezA person can easily understand all the nuances of human language. It’s far harder, however, to teach a computer how to do it.345false15fullhttps://www.spreaker.com/episode/ep-4-an-overview-of-conversational-ai--51918057
But do you know what conversational AI is?]]>44805ce3-a16b-467e-ac53-525240e5204bTue, 18 Jan 2022 19:36:43 +0000Dan SanchezYou’ve probably heard quite a bit about AI out in the world. But do you know what conversational AI is?
But do you know what conversational AI is?]]>340false14fullhttps://www.spreaker.com/episode/ep-3-the-what-why-how-of-conversational-automation--51918086
So, you might be wondering, what exactly is conversational automation?]]>ba7076aa-a48c-4dd5-b623-8415d4d89489Wed, 08 Dec 2021 22:25:28 +0000Dan SanchezConversational automation is a term that is often bandied about when talking about AI. So, you might be wondering, what exactly is conversational automation?
So, you might be wondering, what exactly is conversational automation?]]>274false13fullhttps://www.spreaker.com/episode/ep-2-the-future-of-ai-with-idc-ai-analyst-hayley-sutherland--5191809087e837e5-0ad6-480f-854e-077e2320cd80Wed, 17 Nov 2021 17:00:07 +0000Dan SanchezSpeech-to-text has improved a lot. It doesn’t mean that AI is the modern-day Skynet, seeking to steal all of our information or take over our world. This conversation was recorded in January 2021.819false12fullhttps://www.spreaker.com/episode/ep-1-conversational-ai-teaching-a-computer-to-understand-human-language--51918101
The lessons continue to this day.]]>c2cf983e-b51b-459b-8e8d-583311acb06bWed, 10 Nov 2021 18:49:02 +0000Dan SanchezThe term “artificial intelligence” was coined way back in the 1950s by a group at Dartmouth that wanted to see if they could teach these new things called computers to do a lot of the smart things that people do. The lessons continue to this day.
The lessons continue to this day.]]>1356false11fullhttps://www.spreaker.com/episode/ep-13-uniphore-jacada-a-revolution-in-customer-experience--519180408516a535-4936-4331-a5cd-0bc22bd722b0Wed, 27 Oct 2021 19:21:47 +0000Dan SanchezConversational AI and automation capabilities are about to be brought together for the first time in our industry. This pairing marks the start of a revolution unlike any seen in the CX space.1744false113fullhttps://www.spreaker.com/episode/ep-12-a-cx-day-conversation-w-subreina-thelwell--51918032e55a92bf-e52f-4403-bb98-ad0a59b3764bWed, 20 Oct 2021 17:00:01 +0000Dan SanchezOn CX Day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell, Senior Customer Success Manager at Uniphore, and answered your burning questions about the function.2200false112fullhttps://www.spreaker.com/episode/ep-11-making-wise-experiences-with-dan-gingiss--51918031188bee6c-b111-4634-8445-162b796adc8cTue, 14 Sep 2021 22:06:00 +0000Dan SanchezIn this episode, we interview Dan Gingiss, Chief Experience Officer at The Experience Maker and author of The Experience Maker, about the four keys to creating experiences that customers want to talk about.1866false111fullhttps://www.spreaker.com/episode/ep-10-humanizing-the-digital-experience-with-dipu-kv-bajaj-allianz-general--519180528c3c74ed-be4a-443e-a260-fdb522909c29Thu, 02 Sep 2021 00:56:43 +0000Dan SanchezIn this episode, we speak with Dipu KV, President & Head of Operations and Customer Service at Bajaj Allianz General, about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.1151false110fullhttps://www.spreaker.com/episode/ep-9-improving-after-call-work-with-automation--51918065e686d121-ae7e-4266-87ff-9e9b057ac8ffWed, 09 Jun 2021 12:00:06 +0000Dan SanchezIn this episode, host Randy Ksar interviewed Vijai Shankar, Vice President Product Marketing & GTM at Uniphore, about the role of automation in after-call work.1272false19fullhttps://www.spreaker.com/episode/ep-6-day-in-the-life-of-a-contact-center-leader-w-eric-scipio-del-campo--519180558242f316-51f8-46f5-9414-01a6796d76bdTue, 18 May 2021 03:54:36 +0000Dan SanchezGuest-host and contact center expert Mike Aoki talked with Eric Scipio del Campo, Vice President Canada Contact Centers at a leading financial institution in Canada, in the latest episode of Conversations That Matter.2129false16fullhttps://www.spreaker.com/episode/ep-8-promise-action-recovery-the-guaranteed-customer-experience--519180382a2bddd2-b067-4a19-a259-3a7f5b92fcc0Wed, 12 May 2021 13:30:00 +0000Dan SanchezJeff Toister, the author of the Guaranteed Customer Experience joins us on the podcast.1841false18fullhttps://www.spreaker.com/episode/ep-7-zooming-in-out-at-a-contact-center-w-heather-arthur--51918051558b4bda-7c02-4075-881b-019ce64c7e8eThu, 06 May 2021 06:00:00 +0000Dan SanchezGuest-host contact center expert Mike Aoki of Reflective Keynotes chatted with Heather to learn more about her day in the life. This is part 2 of a two-part series titled “Day in the life of a contact center leader”.1933false17fullhttps://www.spreaker.com/episode/ep-5-the-importance-of-mission-driven-cx--51918059e8b872ed-6ff6-4eef-82b2-6d858b9bd8c0Thu, 04 Mar 2021 22:00:00 +0000Dan SanchezWe chat with Nate Brown, the Chief Experience Officer at Officium Labs and discuss 4 steps to help your organization practice mission-driven CX.2187false15fullhttps://www.spreaker.com/episode/ep-4-the-global-outlook-for-ai-and-automation-in-the-enterprise-w-john-chambers-andrea-ayers--51918093
Artificial Intelligence (AI).

Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers.]]>c06bc94a-6860-4007-8638-5cbbd6040d05Tue, 16 Feb 2021 22:00:00 +0000Dan SanchezWhat technology will have a bigger impact than the internet? Artificial Intelligence (AI). Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers.
Artificial Intelligence (AI).

Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers.]]>2313false14fullhttps://www.spreaker.com/episode/ep-3-the-future-leader-w-jacob-morgan--51918085f2d713c4-d569-4b8d-b80d-ac4102811611Thu, 14 Jan 2021 21:30:00 +0000Dan SanchezWhat makes a good leader? Or a bad one? Learn more from leadership expert Jacob Morgan.2984false13fullhttps://www.spreaker.com/episode/ep-2-covid-reshapes-traditional-customer-service-w-umesh-sachdev-and-annie-weckesser--51918089e4f2f394-bdad-4b7c-bbd2-a943f665f9baTue, 22 Dec 2020 22:00:00 +0000Dan SanchezAcceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore.1626false12fullhttps://www.spreaker.com/episode/ep-1-contact-center-predictions-for-2021-w-leslie-o-flahavan-dan-miller-and-neal-topf--519180457907080c-9e70-4696-bb39-29f898533209Wed, 09 Dec 2020 21:30:00 +0000Dan SanchezContact centers have faced a tumultuous 2020 similar to most industries. What's in store for 2021? Find out in this episode.2796false11fullhttps://www.spreaker.com/episode/ep-8-ai-automation-and-the-art-of-being-human-in-the-insurance-industry--519180346883a104-146e-48ee-9d8b-9d4469516830Wed, 23 Sep 2020 20:30:00 +0000Dan SanchezYou have 70 million customers and 40 million subscribers around the world. One night, you get locked down. Just like that. What do you do? As a business, what steps do you take to keep your customers top of mind and your enterprise operating?2233false18fullhttps://www.spreaker.com/episode/ep-7-leading-with-noble-purpose-w-lisa-mcleod--519180488680d90d-c24a-4398-89a2-eca61191bd5dWed, 16 Sep 2020 20:30:00 +0000Dan SanchezLeadership plays a vital part in any company. A leader's most important role is to steward the organization's purpose. And that purpose needs to be communicated and understood across the whole organization.1895false17fullhttps://www.spreaker.com/episode/ep-6-building-the-bpo-of-the-future-w-mike-small-and-umesh-sachdev--51918073c9e83712-e4d3-45da-b8b0-c222b32e1adfWed, 09 Sep 2020 20:30:00 +0000Dan SanchezOn this episode of ‘Conversations that Matter’, special guest host Umesh Sachdev, Co-Founder and CEO of Uniphore, chats with Mike Small, CEO of Sitel Americas.2116false16fullhttps://www.spreaker.com/episode/ep-5-humanizing-the-customer-experience-recipes-for-customer-success-part-2-w-shep-hyken--51918044306ad2c7-889c-494c-94d4-aa5456c8d2cfWed, 02 Sep 2020 20:30:00 +0000Dan SanchezCustomer service expert Shep Hyken joins us for part 2 of the conversation on customer experience and customer service best practices.1601false15fullhttps://www.spreaker.com/episode/ep-4-humanizing-the-customer-experience-recipes-for-customer-success-part-1-w-shep-hyken--51918072Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers?]]>3500a572-a00f-4925-858f-11819a9abf7cWed, 26 Aug 2020 20:30:00 +0000Dan SanchezWhat is customer experience? Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers?Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers?]]>1606false14fullhttps://www.spreaker.com/episode/ep-3-customer-service-the-future-of-work-is-now-w-rob-scott--51918043e8abf481-2419-40f8-9f3d-2aa76b160a62Wed, 19 Aug 2020 20:30:00 +0000Dan SanchezRob Scott from UC Today joins the podcast to discuss the future of the workplace,  customer service trends and how contact centers are adapting.1429false13fullhttps://www.spreaker.com/episode/ep-2-technology-or-humanity-why-not-both-w-jeannie-walters--519180973d4a52ed-f82a-4630-b7f5-92ecde4b9bfbWed, 12 Aug 2020 20:30:00 +0000Dan SanchezDo we place more emphasis on technology or humanity?1855false12fullhttps://www.spreaker.com/episode/ep-1-finding-your-three-blocks-long-w-jeanne-bliss--5191803668afddd1-ca38-41ce-b0dd-472758dac6b7Fri, 31 Jul 2020 20:30:00 +0000Dan SanchezWhen you retire, will people line up to say goodbye to you?1839false11full