Conversations That Matter, a podcast from Uniphore

Uniphore is excited to launch its newest podcast B2B EQ! On this episode of Conversations That Matter, host Randy Ksar chats with Tim Harris, Uniphore’s Director of Product Marketing and upcoming podcast host. Tim gives us a preview of what you can expect from the new podcast, and how EQ is something that anyone can improve. B2B EQ will be going live on February 3rd, 2023! Takeaways: Quote of the Show: Links: https://www.linkedin.com/in/timuncorked/Ways to Tune...

Over the past year we have had so many amazing guests on Conversations That Matter. We learned so much from all the wonderful conversations with everyone we spoke to. Join us for a trip down memory lane as we round out the year and highlight moments from our most popular episodes. A huge thank you to all of the guests below for taking part in our show! We couldn’t have done it without you! Neal Sample - Member Board Of Directors at Wellfield Technologies, Inc. Orrin Webb - Founder of...

Today’s guest is a transformational leader for the digital age, who with a decade of consumer marketing experience, believes that it’s always about the customer. He is the host of the AMA update podcast which covers healthcare topics affecting physicians and patients. Welcome to the show, CXO and SVP Marketing and Member Experience at The American Medical Association, Todd Unger. Todd joins host Randy Ksar for a LinkedIn live to clarify a CX myth, share his leadership style, and show how CX...

Today's guest is an entrepreneur and Information Architect. He’s the host of the Earley AI Podcast and author of the book AI Powered Enterprise. Welcome to the show Founder and CEO of Earley Information Science, Seth Earley. On this episode of Conversations That Matter, Seth joins Host Randy Ksar for a livestream interview. Seth shares the behind the scenes on implementing AI, the importance of good data, the value of building vs buying, and the future of chatbots. Takeaways: Quote of the...

Welcome to another CX mailbag! Today’s guest is a certified CXpert who has been picked as a ICMI Top 25 thought leader for the past 7 years. Mike Aoki is the President at Reflective Keynotes Inc, and the guest speaker on this episode of Conversations That Matter. Mike sits down with host Randy Ksar to answer CX questions from the community, bust a CX myth, discuss ways to boost employee experience, and explore how he trains frontline agents in contact centers. Takeaways: Quote of the...

Today's guest is a CX savant who specializes in research in the areas of transformation, delivery, and vertical capabilities. He started as a call center agent in Bulgaria and went on to further his experience working in CX positions all around the globe. Joining us this week from across the pond in England is Ivan Kotzev, a Research Analyst at NelsonHall. Ivan sits down with Randy Ksar to debunk a CX myth, share his experiences at NelsonHall, and discuss where he sees the industry moving...

Today’s guest is a customer service ninja who has over 20 years of experience in customer success management, critical accounts, and call center management. Chris Warticki is the Vice President of Customer Experience at Epicor, and he believes that customer success is a company-wide responsibility. On this episode of Conversations That Matter, Chris shares his experiences at Epicor and debunks the myth that CX is the same as customer advocacy. Takeaways: Quote of the...

Can having no negative feedback be a bad thing? Today’s guest shares why he thinks so. He’s brought his expertise to Wendy’s, JP Morgan, and Progressive Insurance. Kevin Zyskowski is the Founder and CEO at CertainlyCX. On this week’s episode, Kevin and Randy explore the myth that no negative results mean your customers are happy and share ways that customer support agents can better connect with the customers they help. Takeaways: Quote of the...

Maddening plotlines. Mercurial characters. Unexpected outcomes. Is it an episode of The Twilight Zone or a day in the life of a call center agent? From seething callers to self-defeating processes—agents today deal with a lot. (It’s no wonder that poor agent experience is leading to record disengagement and turnover.) But just how bad—or how strange—can customer interactions get? Let’s count down the top four call center crime in this episode of Conversations that Matter, a podcast by...

Today's guest is an internationally recognized thought leader, corporate advisor, and keynote speaker. He has over 30 years of experience in customer acquisition and retention and has led highly successful teams as a CX practitioner. Welcome to the show, Principal at CXpert - Ben Motteram. Ben and Randy talk about the role EX plays in CX, building empathy in employees, and Ben’s top destinations for visiting Melbourne. Takeaways: Quote of the Show: “Culture eats strategy for breakfast.” -...

Welcome to a special episode of Conversations That Matter! On this episode, we are joined by Jeremy Watkin the Director of Customer Experience and Support at NumberBarn. Jeremy and host Randy Ksar open up the mailbag of community CX questions to give you the answers you’ve been waiting for. Takeaways: Quote of the Show: Links: https://twitter.com/jtwatkinhttps://www.linkedin.com/in/jtwatkin/https://www.numberbarn.com/ Ways to Tune...

Today’s guest is a customer experience connoisseur who is celebrating 30 years in the customer experience field. Annette Franz is the Founder and CEO of CX Journey. On this episode of Conversations That Matter, Annette joins the show to talk with Randy about her new CX book, share her thoughts on the difference between customer service and CX, and answer the question “how do I build a customer-centric culture?” Takeaways: Quote of the Show: “Being customer-centric isn't just as easy as...

Live 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. Today’s guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer at MOFI. On this episode, Jeannie and Shawn chat with host Randy Ksar to debunk some CX myths and answer questions from the...

While 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. Today’s guest is Neal Sample, a former CIO at both Northwestern Mutual and Express Scripts. Neal joins Randy Ksar this week to discuss how AI can uncover patient roadblocks to receiving the proper healthcare outcomes, dive into Neal’s experiences at express scripts, and explore the...

This 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 his insights on how call centers can best implement AI to set their agents up for success. Takeaways: Quote of the Show: Links: Ways to Tune In:

This week’s episode is a collection of live interviews from the Five9 CX Summit in Las Vegas! Guests interviewed on this episode are Cathryn Valladares - VP Enterprise Solutions at Nextiva, Kevin Basden - VP of Contact Center Offerings at NWN Carousel, Scott Baker - Analyst at Opus Research, and Beatrice Casanova - Sr. Director Product Management at Five9. Randy chats with guests to ask them “What’s one myth about AI in the contact center you would like to...

Through 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. Today’s guest is Sandra Thompson, Founder and Director of the Ei Evolution CX & EX Consultancy. Sandra joins the show this week to discuss some of the emotional stresses felt in a remote work environment, how a leader's understanding of EQ determines their ability to lead, and the different types of...

Understanding 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. In this episode, Orrin Webb Jr., Founder of Enmocean, shares his journey to emotional intelligence and why it is important for a company to adopt EI throughout their entire organization. Join us as we discuss:

Human 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. In this episode, Dave Seaton, Founder & Principal Consultant at Seaton CX, introduces our Season 4 focus: emotional intelligence. Join us as we discuss: