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Future of Customer Service

Inbenta

The "Future of Customer Service" podcast features interviews of Customer Support and Service leaders to understand how things work, best practices, and the future of support. Hear their perspective on challenges and opportunities. The podcast is specifically designed for Directors, Vice Presidents, CEOs, Support Leaders, Support Engineers and Chief Customer Officers. This podcast is hosted by Jordi Torras, and brought to you by Inbenta. https://www.inbenta.com

33 - 33. Simple TV: AI is the Future of Customer Service

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33 - 33. Simple TV: AI is the Future of Customer Service
In this episode, we chat with Vickmar Martinez - Head of IT Operations - and Yenny Velazquez - Customer Care Manager - for Simple TV in Venezuela. We discuss the launch of Simple TV in the middle of the pandemic, how their informational chatbot, called Simpaty, was adopted by their customers and how they integrate AI in their strategy.
Tue, 24 May 2022 - 22min
32 - 32. Aram Melkoumov from Crowdlinker
In this episode, we chat with Aram Melkoumov, CEO and Founder of Crowdlinker and we cover: – How AI has shaped the tech industry – Customer service trends in the industry regarding customer experience – The future of Artificial Intelligence, how personal data will help enhance customer service and security challenges tied to that evolution
Thu, 05 May 2022 - 25min
31 - 31. Neoenergia: Keep Human at the Center of your Digital Strategy
In this episode, Renato Suplicy, Head of Digital Strategies and Services for Neoenergia customers in Brazil, explains how they keep customers at the center of their preoccupation when they work at improving support on their digital channels.
Thu, 17 Mar 2022 - 34min
30 - 30. Reasoning Engines and the Truth About AI
In this episode, we chat with John Ball, from PAT.ai.
As an expert in language and machine reasoning, he’ll guide us through the present and future machines in the are of language understanding.🚀
We will cover:
truth about brute-force AI and machine learning new machine reasoning methods and symbolic approaches to AI current applications of these new systems
Listen to the full episode or read the transcription below. 💪
Tue, 08 Feb 2022 - 33min
29 - 29. Why do so many AI projects fail?
Are you planning an AI project for this year? Are you unsure of where to start? Jen Shellick and John Stroud from AI guides discuss why many AI projects fail and how you can start yours on the right foot.
Tue, 18 Jan 2022 - 26min
28 - 28. Voice bots and IVR Systems – The Future of On-Call Support
In this episode, we discover how bots and voice technology are connecting to bring customers improved on-call support.🚀
We will cover:
the new technologies for contact centers, how AI can improve Interactive Voice Response systems, what voice bots are capable of and how does the future look like, the ongoing project between PhoneMyBot and Inbenta.
Thu, 04 Nov 2021 - 25min
27 - 27. Customer Service Digitalization in Manufacturing Industries
In this episode, we discover the role of Roy van Griesven as Chief Digital Officer in a company like Mitsubishi Chemical Advanced Materials. He tells us everything we need to know about bringing an industrial company into digital transformation: 🚀
the challenges the benefits of AI how humans and machines collaborate for the greater good the projects MCAM is carrying out with Inbenta.
Mon, 25 Oct 2021 - 23min
26 - 26. Headless Technology and The Future of Omnichannel
In this episode, we have a super interesting talk with Marcelo Lewin, from headlesscreator, a learning platform with a wide variety of content focused on Headless CMSs and Content Modeling.
We’ll discover what Headless technology is all about and dive deep into the oceans of Content Management Systems, past, and future.
Thu, 07 Oct 2021 - 34min
25 - 25. The Cross-Industry Value of AI
In this episode, we speak with Joshua Jackson from the AI Association, a group of industry leaders advocating for the innovation and collaboration necessary to support the economic growth and leadership in the AI and Automation industry.
Fri, 24 Sep 2021 - 31min
24 - 24. Understanding Behavioral Bot Design
In this episode we speak with Fabian Reinkemeier from elaboratum, a firm that advises customers on eCommerce and technology projects. Fabian is a consultant and PhD candidate in the field of e-commerce and conversational AI, with experience in project management, usability & user experience, research methods, and testing.

Today we’re discussing with him the design of conversational bots.
Fri, 10 Sep 2021 - 25min
23 - 23. Conversation Design Institute
Today we speak with Hans van Dam from the Conversation Design Institute, the world’s leading training and certification institute for designing of conversational interfaces, in order to better understand what is behind a good automated conversation and which design elements we need to keep in mind when creating a conversational bot.
Fri, 25 Jun 2021 - 30min
22 - 22. How to create a great search experience
Today we speak with Chris Bechtel about the importance of search on ecommerce websites. We covered: Benefits of a quality search How to implement a good site search Which functionalities to look for in a site search Learn more about Inbenta here: https://www.inbenta.com/en/
Mon, 01 Mar 2021 - 24min
21 - 21. How to start a customer service department
Director of Customer Service, Andru Castle, of The Tennis & Golf Company tells us how to get started building a new customer service department ... from the ground up! More about Inbenta: https://www.inbenta.com/en/
Mon, 22 Feb 2021 - 19min
20 - 20. Own the financial aspect, not just the relational aspect
We interview Andreas Knoefel, the Founder and CEO of CS-tuners. Andreas sees the customer support world through the lens of customer SUCCESS, which is a larger scope than customer service. Learn more about Inbenta: https://www.inbenta.com/en/
Mon, 15 Feb 2021 - 27min
19 - 19. Top 5 Customer Experience Trends for 2021
2020 was a doozy and we learned a lot! In this podcast episode we will go over how you can improve your customer service in 2021. We'll discuss: - a remote customer service workforce - improved interactions thanks to artificial intelligence - omnichannel and seamless communication - hyper-personalization - increased focus on data security and privacy To learn more about Inbenta, go to our website: https://www.inbenta.com/
Mon, 08 Feb 2021 - 16min
18 - 18. Lessons from a Customer Service Consultant
We interview author and customer service consultant, Charlotte Purvis. Charlotte developed the Customer Communication Formula and now teaches it to corporations to improve their customer service.
Mon, 01 Feb 2021 - 22min
17 - 17. How to always deliver the major objectives
Today we talk with the Senior Director of the GSK Response Center, Joe Clancy. Joe is a huge advocate of exceptional customer service and is constantly looking for ways to do more with less as we all know is the reality today. Joe talks about how to deliver the major objectives -- always and first.
Mon, 25 Jan 2021 - 24min
16 - 16. Customer success from a Fortune 100 company to a start-up organization
Going from a big giant to a start-up. Lauren Larson Diehl used to work at Oracle and she is now the Vice President of Customer Success at Synapse. Lauren talks about the difference of handling customer success at a Fortune 100 company versus a start-up organization. To learn more about Inbenta: https://www.inbenta.com/en/
Mon, 18 Jan 2021 - 21min
15 - 15. Customer research is one of the most vital things you can do for success
Interview with Dave Seaton, Vice President of Service Level Transformation, at nThrive. Research your customers -- even if you think you already know them. They constantly change how they want to be contacted, how they want to be serviced and what is important to them. To learn more about Inbenta, go here: https://www.inbenta.com/en/
Mon, 11 Jan 2021 - 21min
14 - 14. How sales and customer support work best together (with former Google Sales VP)
Today we interview Paul Collins, VP of Sales at The Dotcom and formerly Google. We talk about how sales and customer support can best work together for maximum success. Paul chats about how artificial intelligence helps both sales and customer service. To learn more about Inbenta, please go to: https://www.inbenta.com/en/
Mon, 21 Dec 2020 - 30min
13 - 13. Inbenta's CEO talks about the future of AI, science fiction, and customer service
Today we interview our very own, Jordi Torras. Jordi is the CEO and Founder of Inbenta. Having been in artificial intelligence since the 80s, we dissect the past, current, and future of AI. We cover everything from customer service to Science Fiction. Jordi founded Inbenta in 2005 to help clients improve online relationships with their customers using revolutionary technologies like artificial intelligence and natural language processing. More about Inbenta: https://www.inbenta.com/en/
Mon, 14 Dec 2020 - 26min
12 - 12. Case study of a company using Inbenta's AI
We interviewed our clients, Vanessa Day and David Harrison, from Alterra Mountain Company about how they are succeeding in their customer service and how they use Inbenta's AI technologies.
Mon, 07 Dec 2020 - 21min
11 - 11. All things artificial intelligence with the VP of AI at Samsung
Patrick Bangert, the Vice President of AI at Samsung talks about the importance of artificial intelligence. We discuss working from home during the pandemic, current usage of AI, and the future of AI. To learn more about Inbenta, go to: https://www.inbenta.com/en/
Mon, 23 Nov 2020 - 29min
10 - 10. How to better leverage knowledge for customer success
We interview Sara Feldman, Customer Success Enablement Program Manager, for FastSpring. Sara discusses self-service for the customers, content based, and knowledge centers. Learn more about Inbenta here: https://www.inbenta.com/en/
Mon, 16 Nov 2020 - 12min
9 - 9. Use metrics that matter with your customer support staff
Using "metrics that matter" is how FinancialForce promotes happy support staff and happy customers. In today's episode we talk to Director of Customer Support of FinancialForce, Adamo Maino. Learn more about how this organization is handling the current pandemic, the great way they measure success, and how they see Artificial Intelligence. Learn more about Inbenta: https://www.inbenta.com/en/
Mon, 09 Nov 2020 - 20min
8 - 8. A chatbot product manager talks about the future of AI
In today’s episode we talk to Product Manager - AI chatbot for Customer Support, Anju Sharma, of HP. We chatted about what HP does to promote great customer service and the future of Artificial Intelligence. For more about Inbenta, please go to: https://www.inbenta.com/en/
Mon, 02 Nov 2020 - 16min
7 - 7. The time for AI is now
Today Inbenta interviewed Matthew Caron, Head of Customer Support, from Open Table. Matthew talks about what they are doing at Open Table to provide great customer support. He chats about life before and during Covid -- since they serve restaurants, they’ve become very scrappy. His one main tip is to start with AI for customer service now. Check out Inbenta at: https://www.inbenta.com/en/
Mon, 26 Oct 2020 - 25min
6 - 6. Trust is vital for a well functioning customer service department
Today Inbenta interviewed Michael George, Customer Support Director, from Crema. Michael talks about how their organization works hard on being earnest, patient, and sincere with their customers since customer support contributes to the heartbeat of their organization. He gives tips on how to have a well-functioning customer service department. To learn more about Inbenta, please go: https://www.inbenta.com/en/
Mon, 19 Oct 2020 - 29min
5 - 5. Employee satisfaction leads to better customer service
On today's episode we interview Kevin Kvech, Director of Customer Care & Sales COE of AMTRAK. We chat how AMTRAK is dealing with COVID-19 and how their customer service staff has staying power -- with employee satisfaction comes better customer service. Learn more about Inbenta and request a demo: https://www.inbenta.com/en/
Mon, 12 Oct 2020 - 21min
4 - 4. How to measure customer success
We chat with Scott Gilbert, Senior Director of Global Customer Support, of Qumu, Inc. We discussed how Qumu's customer service is excelling during COVID-19, what type of metrics they measure to make sure customers are satisfied, and much more. To learn more about Inbenta or get a demo, go to: https://www.inbenta.com
Mon, 05 Oct 2020 - 13min
3 - 3. Empathy is the key to success
Today we interviewed Irene Griffin from FranConnect. We discussed how empathy is the key to success for their customer service department. Irene talked about how lack of resources made them be more creative and shift staff around to give them more opportunity and learn new skills. Learn more about Inbenta at: https://www.inbenta.com/
Mon, 28 Sep 2020 - 11min
2 - 2. Global customer support during COVID-19
Today we interviewed Stephen Bourdou from Continental Aerospace Technologies. As the Director of Global Customer Support, Stephen tells us how an international company is setting up their customer support teams for success in the times of COVID-19. To learn more about Inbenta: https://www.inbenta.com
Mon, 21 Sep 2020 - 20min
1 - 1. How to get to a 95 NPS score in customer service
Today we interview Mike Grace from Cohesity. We talked about going from a behemoth company like Cisco to a newer and smaller company like Cohesity. We discussed agility in customer service, how they get over 95 NPS scores, and the future of customer support. To learn more about Inbenta or get a demo, go to: https://www.inbenta.com
Mon, 14 Sep 2020 - 14min

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