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S5E8 S5. Ep.8 From Fragmented Channels to Relationship Banking at Scale
Recognizing that their customers deserve seamless experiences across every touchpoint, Banco Promerica El Salvador is evolving from managing 12 separate vendor systems to building a unified platform…
S5E7 S5. Ep.7 Transforming CX Through AI with Probe CX
Probe CX is reshaping customer and employee experiences with AI, automation, and smarter digital design. In this episode, Robert Cooper and Brendan Crawford share how their team delivers measurable…
S5E6 S.5. Ep.6 How Newfold Reimagined CX
When Newfold Digital needed to support millions of customer interactions across their global web hosting brands, they embarked on a cloud migration that fundamentally transformed how they deliver…
S5E5 S5. Ep.5 The Power of Community-Driven CX Innovation
When OVO Energy set out to scale conversational experiences without sacrificing reliability or empathy, Senior Software Engineer Lucas Woodward brought developer-grade rigor to CX, building front-…
S5E4 S5. Ep.4 Empathy in Action: RedSalud's innovative approach to CX strategy
When RedSalud, Chile's largest private healthcare provider, recognized the need to offer remote assistance during the pandemic while maintaining empathy and clinical quality, they embarked on a…
S5. Ep.3 How Global Payments Successfully Migrated to the Cloud
When Global Payments realized that their on-premises contact center solution wasn’t going to provide the agility or the features they needed, they undertook a process that ultimately led them to the…
S5E2 S5. Ep.2 How Western Governors University Improved Staff and Student Experiences
Western Governors University (WGU) needed a solution that could support the needs of their staff and students. We sat down with Darin Graves, Senior Manager, Service Desk, at WGU to learn how moving…
S5E1 S5 Ep.1 Nashville Electric Powers Up Experiences Through the Cloud
In this episode of Level Up CX Tech, we talk with Brent Baker, Vice President and Chief Customer & Innovation Officer at Nashville Electric, about their journey to the cloud, the challenges they…
S4E10 Tech Talks in 20 S4 Ep. 10 Customer experience technology considerations for cloud migration
The benefits of migrating customer experience technologies to the cloud are clear. CX leaders say they include better access to data across channels; the ability to add new capabilities, channels,…
S4E9 Tech Talks in 20 S4 Ep 9 Generative AI, employee experience tech and CX evolution
Driving business performance by improving the customer and employee experience is a top priority for most organizations today. Understanding and adopting tech solutions that enable those improvements…
S4E8 Tech Talks in 20 S4 Ep 8The future of CX tech in financial services
The lines are blurring between the branch, contact center, and digital channels for financial services firms. Customers expect seamless journeys, contextually relevant interactions, and knowledgeable…
S4E7 Tech Talks in 20 S4 Ep. 7 Horizon trends: Technology convergence
Orchestrating the experiences consumers expect today requires more than even the most robust customer experience platform on its own. Organizations must integrate channels, data and systems to create…
S4E6 S4 Ep. 6 Take an outside-in perspective on knowledge management
Focusing on knowledge management simply as a way to house and share content misses an opportunity to use it as a more strategic element of the customer and employee experience. When knowledge content…
S4E5 S4 Ep. 5 Best practices for using chatbots to enhance the customer journey
Even as consumers’ use of bots increases, their satisfaction with the experience has declined. In fact, consumers are less satisfied with chatbots than all other service interaction channels,…
S4E4 S4 Ep. 4 Blending AI for CX
More than three-quarters of senior executives agree that AI will be a critical part of their customer experience (CX) operations in the coming years, finds research from Economist Impact. And 80% say…
S4E3 S4 Ep. 3 How Unisys moved to cloud with speed and agility
Unisys is a global technology solutions company dedicated to helping organizations drive innovation and excel at customer experience. The company recently reimagined its own customer journey by…
S4E2 S4 Ep.2 Knowledge management and the customer experience
Research finds that customers want a fast, first-interaction most when contacting an organization for a service or support issue. And customer experience leaders say one of their agents’ biggest…
S4E1 S4 Ep 1 Ascension “Spring Cleaning” Strategy for a Successful Migration to Cloud CX
Too often, organizations moving from on-premises customer experience (CX) technology to a cloud-based CX platform try to replicate their current operations — rather than taking the opportunity to…
S3E15 S3 Ep. 15 OVO Energy builds better bots faster with a robust bot automation strategy
The best customer service bots deliver on consumers’ preference for fast, first-interaction resolution. And when an interaction is too complex, seamless integration enables the bot to transfer a…
S3E14 S3 Ep. 14 Live from Enterprise Connect 2023
The hottest topics of conversations at Enterprise Connect 2023 revolved around what’s next for artificial intelligence (AI) in customer experience, Contact Center as a Service (CCaaS) and employee…
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Level Up CX Tech has published 55 episodes since April 2020, covering topics in Business, Technology.
Level Up CX Tech is currently declining with new episodes monthly. Average episode length is 24m.
