The GigCX Decoded podcast delves into the world of gig-based customer service. Hear from customer experience (CX) leaders at the forefront of GigCX. You’ll learn about key trends, its impact on the customer experience, and success stories from the brands leveraging its power today.
Balancing Generative AI with the need for humans in CX, with Kate Bradley Chernis
In this episode, we speak with Kate Bradley Chernis (https://www.linkedin.com/in/katebradley), founder and CEO of Lately.AI (https://www.lately.ai/), a lead-gen social selling platform that learns any brand or employee voice, takes all of their content, and turns it into targeted, effective social media posts.
Kate is a former rock 'n' roll DJ and award-winning radio producer, engineer and voice talent with 25 years of national broadcast communications, brand-building, sales and marketing expertise. What she learned in radio about the neuroscience of music helps fuel Lately's artificial intelligence.
In this interview, Kate shares insights on how businesses should integrate AI technology into the customer experience, including the challenges business leaders can expect to face.
She also shares how businesses can balance the benefits of automation with the importance of maintaining a human touch in their customer interactions.
Finally, Kate also gives her view on Generative AI, whether it’s ready to be used in CX, and where it falls short in terms of providing customer support.
24 Oct 2023
Scaling customer success, with Jay Nathan
In this episode, we speak with Jay Nathan is the Executive Vice President and Chief Customer Officer at Higher Logic, an online community software platform that helps companies engage, retain, and grow their customers.
He is also the co-founder of Gain Grow Retain, a community for Customer Success leaders to share their work, collaborate and grow their careers.
Jay has over 20 years of experience in the software industry and has held leadership roles at prominent technology companies, such as Blackbaud and PeopleMatter.
He’s also the author of a weekly newsletter and the co-host of the Gain Grow Retain podcast.
In this interview, Jay speaks about the rise of the customer success discipline in the CX industry and how it differs from traditional customer support.
He shares tips on what CX leaders can do to change the way they think about customer success so they can fully grasp what it is and how to implement it correctly in their organizations.
Jay discusses the most important things CX leaders need to keep in mind when looking to scale customer success.
Finally, Jay and Chris discuss how brand advocates (GigCX Experts) play a role in scaling customer success, and the massive benefits of using GigCX Experts bring to the customer, the brand, and the advocates themselves.
26 Sept 2023
Finding the perfect fit for GigCX in the customer journey, with Sue Morris
In this episode, we speak with Sue Morris (https://www.linkedin.com/in/sue-morris-a5750715), Vice President of Users and Product Operations at Google.
Sue has an illustrious career, spanning many organizations over many territories, including Vodafone, Microsoft, Github, and Google.
In this interview, Sue dives into her CX career, shares how she views GigCX, and the approach she took to implement GigCX during her time at Microsoft and Github, and her efforts to bring it to Google as well.
She also talks about the biggest challenges affecting the CX industry, and how GigCX is solving some of those challenges.
Finally, she offers her time-tested advice for organizations looking to move all or part of the CX operations to a GigCX model.
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