In this conversation, Amas Tenumah and Luke Jamieson explore the intricacies of Customer Experience (CX) and Employee Experience (EX). They discuss the evolution of CX, the importance of understanding customer needs, and the often-overlooked role of employee engagement in delivering exceptional service. The dialogue also touches on the perceptions of CFOs regarding CX, the rising expectations of customers, and the challenges faced by employees in contact centers. Ultimately, the conversation emphasizes the need for organizations to value both customers and employees to create a harmonious and effective service environment. Luke Jamieson and Amas Tenumah explore the complexities of human capital in a capitalist society, the evolving nature of work with AI, the commercialization of conferences, and the balance between pessimism and optimism in the industry. They discuss the need for a more human-centric approach to work, the challenges faced in networking environments, and the importance of trust and authenticity in professional interactions.TakeawaysCX has evolved from creating ideal experiences to genuine care.Meeting customer needs is inherently challenging.Employee experience is crucial for effective customer service.CFOs often misunderstand the value of CX.Customer aggression is on the rise due to unmet expectations.Organizations must prioritize employee engagement.The CX industry is still in its infancy.Celebrating successes in CX fosters a positive environment.Customers want respect and connection in service interactions.Financial pressures are driving employee dissatisfaction. Humans should not be treated as assets in a capitalist society.AI can help redefine roles to focus on meaningful work.Conferences have become overly commercialized and less valuable.There is a need for an 'anti-conference' that prioritizes genuine learning.Trust in the industry is becoming a commodity rather than a value.Navigating social media can be challenging but rewarding.Taking control of one's emotional responses can lead to optimism.The importance of authenticity in professional interactions is paramount.Networking should focus on genuine connections rather than sales pitches.The future of work is about finding balance and purpose.Luke on linkedin: https://www.linkedin.com/in/luke-jamieson/
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The CX Illusion: Scores Are Up, Satisfaction Is Down w/ Ed Murphy
In this conversation, Amas Tenumah and Edward Murphy delve into the current state of customer experience (CX), exploring how customer expectations have evolved, the role of metrics, and the impact of AI on customer interactions. They discuss the importance of employee experience in delivering quality CX and the need for leadership to prioritize customer-centric strategies. The conversation emphasizes the significance of understanding the 'why' behind customer experiences and the necessity of integrating qualitative insights with quantitative data. Murphy shares his perspective on the future of CX, advocating for a balanced approach that values both technology and human interaction.Customer satisfaction metrics can be misleading averages.Benchmarking should focus on self-improvement rather than industry averages.Expectations of customers have lowered over time.AI can handle simple transactions but struggles with complex issues.The disconnect between marketing promises and actual customer experience is growing.Customer experience should be defined simply as how customers feel after an interaction.NPS and similar metrics can oversimplify the customer experience.Leadership must prioritize customer experience to drive change.Employee experience directly impacts customer experience.Technology should support, not replace, human interaction in customer service."Benchmark against yourselves, right?""It's always been about the human.""It's performative, right?""Your CFO has to be your best friend.""You can't just say smile.""CX is about mindsets and behaviors.""Technology is an enabler. Ed: https://www.linkedin.com/in/edmurphy1/
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Improving Customer Service using KCS w Laurel Poertner
In this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore the challenges of knowledge sharing, the human experience in customer service, and the role of technology and AI in enhancing knowledge management. Laurel shares insights from her experience and emphasizes the need for a cultural shift towards knowledge sharing within organizations.TakeawaysKnowledge is essential for effective customer support.KCS captures knowledge during interactions to improve service.The human experience in customer support remains challenging.Knowledge gaps often lead to customer frustration.Technology can aid in knowledge management but requires human input.Sharing knowledge is a leadership challenge.KCS democratizes knowledge creation across all levels.Sufficient to solve emphasizes timely knowledge sharing.AI and knowledge management will complement each other.Continuous learning and adaptation are crucial in service industries.Chapters00:00 Introduction and Background02:58 The Human Experience in Customer Support06:07 Knowledge Gaps in Customer Service08:54 The Complexity of Knowledge Management12:01 Understanding Knowledge Centered Service (KCS)15:05 Democratization of Knowledge18:04 The Role of Technology in KCS20:57 Success Stories and Internal Impact of KCS24:07 The Future of Knowledge Management and AI Laurel: https://www.linkedin.com/in/laurelpoertner/
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Navigating Leadership in the Age of AI w Jim Carlough
TakeawaysLeadership is an evolutionary process that requires continuous learning.AI cannot replace human empathy and emotional intelligence in leadership.Integrity is the foundational element of effective leadership.Mentorship is crucial for personal and professional growth.Effective communication is key in building strong teams, especially in remote settings.Technology implementations often fail due to poor planning and data quality.Leaders must listen to their teams to understand their needs and challenges.The media and social media have contributed to a crisis of trust in leadership.A positive workplace culture is essential for employee engagement and retention."Leaders are developed, not born.""You have to listen to your team.""Find a mentor if you don't have one."JIm:https://www.linkedin.com/in/jimcarlough/
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Agent attrition w Jeremy Hyde
SummaryIn this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer behavior. They explore the importance of hiring strategies, employee empowerment, and the future of customer service in the age of AI. Jeremy shares insights from his experience at Sun Country Airlines and emphasizes the need for a supportive work environment and realistic policies to enhance employee satisfaction and retention.TakeawaysAttrition rates in contact centers remain high, around 78%.Employee engagement is crucial for reducing attrition.Customer behavior has a significant impact on employee morale.Hiring strategies should focus on candidates likely to stay long-term.Empowering employees requires setting appropriate guardrails.Policies should be reasonable and customer-centric.Listening to frontline employees is essential for improvement.The future of contact centers will involve AI, but human touch remains vital.Creating a positive work environment is key to retention.The contact center industry has potential for growth and improvement.Chapters00:00 Introduction and Personal Reflections02:48 Understanding Attrition in Contact Centers05:36 Challenges of Employee Engagement08:18 Customer Behavior and Its Impact on Service11:12 The Reality of Pay and Job Satisfaction13:50 Hiring Strategies for Retention16:34 Empowering Employees in Customer Service19:24 Setting Effective Policies and Standards22:04 Optimism for the Future of Contact CentersLinkedin:https://www.linkedin.com/in/hydej/
Amas is a modern day prophet and Polymath. He brings a mix of Philosophy, storytelling, technology and humor to make sense of complex topics. You will love his sense of humor and irreverence in every episode.
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