À PROPOS DE CE PODCAST 🔗
Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
Animateurs :
Fréquence de mise à jour:
every 26 days
Durée audio moyenne:
28 minutes
Entretiens avec des invités
A des sponsors
Anglais
États-Unis
55 épisodes
depuis 24 septembre 2020
episodic
DANS CE PODCAST 🔗
DERNIER ÉPISODE 🔗
On this episode, we ask whether your website is quietly driving contact volumes — and how the right strategy can cut avoidable calls before they happen.
When a customer can't find an answer on your website, their need doesn't just disappear. It becomes a call or a ticket for your support team. Conf…
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ÉPISODES PRÉCÉDENTS 🔗
On this episode, we explore how agentic AI is turning the contact center into a growth engine — and how to make that shift without losing customer trust.
Salesforce is framing the 2026 Dreamforce conference around the agentic enterprise: organizations where AI agents handle routine work autonomousl…
On this episode, we ask why the knowledge top contact center agents have often never reaches contact center AI systems — and what it takes to build a feedback loop that captures it.
The most valuable knowledge in a contact center lives in two places: call transcripts, and the people already excelli…
On this episode, we look at where enterprise CX AI actually stands in 2026 — and why deployment and performance are not the same thing.
The Enterprise CX AI: 2026 Global Survey, conducted by Ryan Strategic Advisory and commissioned by TELUS Digital, reached 815 enterprise CX decision-makers represe…
On this episode, we explore what rigorous AI safety testing looks like for customer-facing AI — and why most deployments carry more risk than the teams running them expect.
Testing AI before launch is standard practice. But one-time manual testing treats AI like a deterministic system. Model behavi…
On this episode, we explore AI orchestration in contact centers — and what CX leaders need to know to move from digitized chaos to operational clarity.
Most brands have implemented AI in their customer experience operations to some degree. But when systems are siloed, data is fragmented and workflo…
On this episode, we explore how realistic voice simulations are accelerating agent readiness — and what CX leaders need to know to implement AI training at scale.
Genera…
On this episode, we explore why enterprises often trust their CX service partners with their customers — but not their revenue.
A new IDC study, sponsored by TELUS Digital, reveals a striking imbalance between the percentage of enterprises that rely on a CX service partner for support and analytics…
On this episode, we explore the critical connection between sales and customer experience teams — and why a misalignment might be costing you customers, revenue and brand reputation.
When sales sets expectations that CX can’t meet, customers may churn faster than you can acquire them, wasting your …
On this episode, we explore the hidden cost of overlooking agent experience — and how it impacts your customers.
Your contact center agents handle hundreds of customer interactions every week, from routine questions to complex issues. When your agents feel empowered, they resolve problems with crea…
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