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Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership

eglobalis

This book presents a strategic framework that positions design thinking as fundamental to business success, inspiring companies to prioritize design in creating valuable customer experiences. Solis combines storytelling with data and practical insights, creating presentations that are both inspiring and thought-provoking.

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Agent AI Is Exploding in Contact Centers—Yet the Human Experience Remains Irreplaceable

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Scalability and Performance Limits Scaling AI effectively, particularly during peak times, presents ongoing technical challenges. Security and Abuse Risks AI agents present new security vulnerabilities, including susceptibility to malicious manipulation.

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197: Structuring Your Presentations for Maximum Impact

The DiJulius Group

Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. Read Full Article The post 197: Structuring Your Presentations for Maximum Impact appeared first on The DiJulius Group.

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Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In

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Present a Compelling Business Case : Use data and real-life examples to illustrate the potential return on investment (ROI) from CX initiatives, including increased customer retention and reduced acquisition costs. Present case studies and industry benchmarks that show measurable gains from CX investments.

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How to Use Data to Build Strong Customer Communities

Speaker: Carrie Melissa Jones Founder, Gather Community Consulting

Register to get practical advice on how to: Present a case for why research matters to various parts of your organization. Plan community-specific research. Confidently conduct interviews, surveys, workshops, and other forms of research that help your community deliver continued impact to your business.

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Experience Under Fire: How Conflict Impacts CX, EX, Innovation, and the Future of Technology

eglobalis

This article presents a strictly neutral and professional analysis of the far-reaching impact of conflict on Customer Experience (CX), Employee Experience (EX), innovation, and leadership behavior. This is not about politics. It is about possibility.

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Delivering Value in B2B: Personalized, Scalable, and Measurable CX Across the Customer Journey – Part 3 of 3

eglobalis

The answer is not total reinvention for each client, but mass personalization where foundational elements are scalable, but their presentation, configuration, and application feel tailored. Techniques That Enable Personalization at Scale Modular Architecture : Products and services are built with flexible, configurable components (e.g.,

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

In this presentation, we will discuss the five critical components for building a successful coaching program that uses AI to allow managers and agents to engage in constructive dialogue to reduce burnout and increase employee engagement.