Conversations That Matter, a podcast from Uniphore

It’s About The People - Diana Deibel - Conversations That Matter - Episode # 68

When it comes to implementing AI in the enterprise, the focus has to be on the people, not the tech. Here to help is a designer with a passion for human centered services. She has a knack for creating experiences that improve the lives of those who use them. Joining the show this week is Co-author of Conversations with Things , and Chief Design Officer at Grand Studio , Diana Deibel ! Diana joins Host Randy Ksar to share her background with conversation design, and her motivations for helping ot...

Shaping The Future Of Uniphore Podcasts

Over the past 3 years, Conversations That Matter has featured amazing interviews with experts in CX, AI, leadership, and more. We wouldn’t be where we are without our audience, and as we plan the future of Uniphore’s podcasts, we’d love your feedback. With the link below, you can share your thoughts about the podcasts, and what you’d like to see from future episodes. https://bit.ly/uniphorepodcastsurvey

Start With The Problem - John Ward- Conversations That Matter - Episode # 67

AI has the power to revolutionize many aspects of a business, but when you start with the solution, you fail to solve the problem. Joining the show to help leaders focus on finding the problems first is a visionary who helps amplify the voice of the customer. Please welcome to the show, Global Head of Customer Experience at Cigna , John Ward ! John sits down with Host Randy Ksar to explore the role AI plays in elevating the customer experience. John shares his methods for working with other depa...

Understanding Your Customer’s Journey - Suzanne Knight - Conversations That Matter - Episode # 66

Joining us for a special episode of Conversations That Matter is someone with a passion for employee experience. She’s a constant innovator with a knack for driving change where it matters most, and has been recognized as one of The Peak’s 2023 emerging leaders. Welcome to the show, Suzanne Knight ! Suzanne joins guest host Kim West for a deep dive into better understanding your customer’s journey. Suzanne shares the most effective ways to innovate and gather feedback, the importance of assessin...

Agent Enablement Before Automation - Matt Dickson - Conversations That Matter - Episode # 65

Our guest on this week’s episode is an industry leader in providing solutions that solve complex problems in both patient and consumer experience. He’s an expert at identifying key areas of implementation. Please welcome to the show, Chief Operating Officer at Eclipse Telecom , Matt Dickson ! Matt sits down with Host Randy Ksar for an in depth discussion on the challenges of implementing AI in the enterprise. Matt highlights the importance of planning for both the short and long term of your AI,...

Telling The Story Of Customer Experience - Martijn Franssen - Conversations That Matter - Episode # 64

When a customer uses a chatbot, they aren’t just looking for a good conversation, they want solutions. Developing proper conversational AI strategies can be tricky, but fortunately we’re joined by a digital innovator who is at the forefront of improving the customer experience for his company. Joining the show this week is CX expert Martijn Franssen. Host Randy Ksar interviews Martijn to learn more about his previous work, how to provide your customers the solutions they need, and what it takes ...

Driving Customer Care Forward - Jeff Newman - Conversations That Matter - Episode # 63

In the automotive industry, customer service calls are often fraught with frustration. No one calls a car dealership because their car is working as intended. Our guest this week is a leader who is responsible for making sure customers of his company enjoy their service as much as they enjoy their cars. With an extensive background in contact centers, he understands the challenges agents face, and how to best use technology to support them. Joining the show this week is Manager of Customer Care ...

Engaging Customers With Conversational AI - Alex Misiaszek - Conversations That Matter - Ep # 62

In a heavily regulated industry, innovation can often feel stifled, and allowing your designers creative freedom can be a challenge. Here to help inspire teams is an AI expert who is passionate about human centered design. She’s a skilled leader who guides a team of designers and writers on their journey to create more personalized experiences, allowing her company to implement new strategies to best serve customers with AI. Joining the show this week is SVP, Experience Design Director - NLU &am...

Framework Over Fragment - Bill Hawks - Conversations That Matter - Episode # 61

Measuring success of conversational AI can be as challenging as implementing it. Even if you have a clear definition of a metric, the interactions behind those numbers offer a different story. To help make sense, we’re joined by a catalyst for growth who offers strategic clarity. He’s an AI expert who drives an excellent customer experience through conversational AI. Joining the show this week is Vice President and Sr. Digital Product Manager of Conversational AI at Citizens Bank , Bill Hawks . ...

Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60

When your customers utilize your mobile app to handle their financials, redeem benefits, and book travel, you need to design with intent. This week on Conversations That Matter, we’re joined by a mobile expert with over 10 years of experience. As the head of a team whose products are used by millions of customers, he knows firsthand the importance of a stellar customer experience. We’re eager to welcome to the show, Jose Quesada , the Vice President of Global Mobile Products at American Express....

Uniphore’s Chief Scientist - Roberto Pieraccini - Conversations That Matter - Episode #59

Our guest on this week’s episode is an AI innovator who is on the cutting edge of the industry. With time spent at Jibo and Google, he’s been a pivotal figure in the future of AI. Joining the show this week is newly appointed Chief Scientist at Uniphore, Roberto Pieraccini ! Host Randy Ksar sat down with Roberto to discuss the future of AI in the enterprise, explore the role of Chief Scientist, and answer some rapid fire questions. Takeaways: Winning as one team means being a team player. You ne...

Designing Through The Lens Of Your Customer - David Vader - Conversations That Matter - Episode #58

When designing your bots, it needs to revolve around the customer. With the mission of creating better bots, we’re featuring an expert at implementing conversational AI as this week’s guest on Conversations That Matter. With a laser focus on both CX and bot containment, he works to create solutions that best help customers. Welcome to the show, Product Owner of Virtual Assistants at AGL, David Vader ! Host Randy Ksar interviews David to learn about the subtleties of conversational copywriting, e...

Focusing Conversation Design On CX - Ben Hazel - Conversations That Matter - Episode #57

Our guest on this week’s episode of Conversations That Matter is a conversational connoisseur. He draws on his background in both customer service and conversation design to create experiences that put the customer first. He’s an upcoming speaker at the Conversational AI Summit in London in May. Welcome to the show, Senior Chatbot Conversational Designer at Admiral Group Plc, Ben Hazel ! Ben joins host Randy Ksar for a discussion on building conversational AI teams, measuring metrics of success,...

Sandra Thompson - Purpose Over Paycheck

Sandra Thompson - The Role Your Identity Plays In How You Feel Emotions

Creating Communities for Conversation Designers - Barend Jungerius - Conversations That Matter - Episode #56

Today’s guest on Conversations That Matter is a chatbot connoisseur and conversational AI champion who helps businesses leverage AI to drastically improve their customer service. He’s lent his skills as a consultant to a number of companies in the retail and banking industries. When he’s not busy building bots, he leads an online community for all things conversational AI. Welcome to the show, Co-Founder of Botrepreneurs, Barend Jungerius ! Barend joined host Randy Ksar for a livestream discussi...

Knowing How To Test Your Product - Kayla Orozco - Conversations That Matter - Episode # 55

Joining us for another exciting episode of Conversations That Matter is someone who creates empathetic, human-centered designs in the Conversational AI space. As a Product Designer for a home improvement retailer, she drives innovation and success within their chatbot channels. Appearing on the podcast this week is Kayla Orozco ! Host Randy Ksar sits down with Kayla to debunk some AI myths, learn her three tips for designing self service solutions, and explore some challenges facing Conversation...

Designing Effective Chatbots - Rachel Whitehorn - Conversations That Matter - Episode #54

On today’s episode of Conversations That Matter we feature a conversational wizard with over 4 years of chatbot experience. She's a skilled chatbot designer whose areas of expertise include, AI training, persona creation, and copywriting, just to name a few. Joining us for this episode is Rachel Whitehorn , a Conversation Designer in the insurance industry. Randy and Rachel sit down to look toward the future of chatbots and LLMs. Join us for another exciting conversation as we discuss how compan...

The Role Of Conversational AI In The Enterprise - Dan Miller - Conversations That Matter - Episode #53

Today’s guest on Conversations that matter is an AI expert who coined the term "Conversational Commerce". With over 37 years of experience as an analyst, he’s seen the ins and outs of the industry, and has watched it mature. Our guest this week is none other than Lead Analyst & Founder at Opus Research, Dan Miller . Dan joins host Randy Ksar at Uniphore’s offices in sunny Palo Alto for an in-person conversation about the role of AI in the enterprise. In this episode we’ll explore why AI won’...

Creating More Equitable Workplaces With Upward - Lisa Lambert & Umesh Sachdev - Conversations That Matter - Episode #52

As we face potential economic troubles, more and more companies are cutting their budgets for DEIB. Women leaders are leaving their roles at higher than ever rates, for every woman who steps into a director level role, two leave. On this episode of Conversations That Matter, we’re turning up the volume on the conversation around workplace equality, and the steps that companies need to be taking now. Our guest host on this episode is Annie Weckesser , the Chief Marketing Officer of Uniphore. Our ...

The Importance Of Context In Creating A Great Customer Experience - Alex Mead - Conversations That Matter - Episode #51

On this episode of Conversations That Matter, we are joined by someone who has led multiple contact center improvements, via voice, digital, & social innovation, for global brands. He constantly strives to apply CX solutions that make life better for customers and he’s published numerous articles on what proper CX looks like. Joining the show today is Global Customer Service Experience Director at Customer Service Experience Leadership & Transformation, Alex Mead . On this episode, Randy...

Uniphore’s Red Box Acquisition - Conversations That Matter - Episode #50

With Uniphore’s recent acquisition of UK based company Red Box, you may have some questions. On this episode of Conversations That Matter we’re joined by Uniphore CEO Umesh Sachdev , and Red Box CEO Richard Stevenson . In this episode, you’ll learn more about Red Box, the strength of their platform, and details of what is to come down the line. Takeaways: Uniphore has recently acquired the UK based company Red Box. Red Box offers powerful voice capturing technology that captures the richest set ...

Building Best Practices For Conversational AI Design - Nathan Bishop - Conversations That Matter - Episode #49

On this episode of Conversations That Matter, we’re joined by someone who loves building at the intersection of content and AI. As a previous consultant at Drift, he built, launched, and optimized enterprise conversational experiences for companies like HPE and Adobe. Welcome to the show, Senior Conversational AI Specialist at Discover Financial Services, Nathan Bishop ! Nathan joins host Randy Ksar to break down a misconception around conversational AI, share some of the challenges a conversati...

B2B EQ - Tim Harris - Conversations That Matter - Episode #48

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: Uniphore’s newest podcast B2B EQ dives into what it takes to build rapport with prospects, move deals forward, a...

2022 Best Of - Conversations That Matter - Episode #47

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 Enmocean Sc...

Creating A Frictionless Funnel - Todd Unger - Conversations That Matter - Episode #46

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 can...

There’s No AI Without IA - Seth Earley - Conversations That Matter - Episode #45

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: A lot of companie...

CX Mailbag - Mike Aoki - Conversations That Matter - Episode #44

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: Net Promoter Scores are...

Successful CX Is Built On A Strong Employee Experience - Ivan Kotzev - Conversations That Matter - Episode #43

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 towa...

Customer Experience Should Be in Everyone's Title and Responsibility

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: CX and customer success are not customer ...