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 Offi…

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 fr…

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 s…

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 …

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 discus…

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 cente…

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, all…

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…

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 …

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 en…

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, Pro…

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 De…

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 …

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 sit…

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 i…

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 Unip…

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,…

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…

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. Takea…

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 Se…

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 li…

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 s…

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 …

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 t…

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 …

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 Nel…

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, Chri…

Can having no negative feedback be a bad thing? Today’s guest shares why he thinks so. He’s brought his expertise to Wendy’s, JP Morgan, and Progressive Insurance. Kevin Zyskowski is the Founder and CEO at CertainlyCX. On this week’s episode, Kevin and Randy explore the myth that no negative results mean your customers are happy and share ways that…

Maddening plotlines. Mercurial characters. Unexpected outcomes. Is it an episode of The Twilight Zone or a day in the life of a call center agent? From seething callers to self-defeating processes—agents today deal with a lot. (It’s no wonder that poor agent experience is leading to record disengagement and turnover.) But just how bad—or how strang…

Today's guest is an internationally recognized thought leader, corporate advisor, and keynote speaker. He has over 30 years of experience in customer acquisition and retention and has led highly successful teams as a CX practitioner. Welcome to the show, Principal at CXpert - Ben Motteram. Ben and Randy talk about the role EX plays in CX, building …

Welcome to a special episode of Conversations That Matter! On this episode, we are joined by Jeremy Watkin the Director of Customer Experience and Support at NumberBarn. Jeremy and host Randy Ksar open up the mailbag of community CX questions to give you the answers you’ve been waiting for. Takeaways: As CX is found in every department of your orga…

Today’s guest is a customer experience connoisseur who is celebrating 30 years in the customer experience field. Annette Franz is the Founder and CEO of CX Journey. On this episode of Conversations That Matter, Annette joins the show to talk with Randy about her new CX book, share her thoughts on the difference between customer service and CX, and …

Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field. Today’s guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer a…

While AI has a plethora of opportunities in the healthcare industry, it is no miracle cure. When implemented correctly, AI and Automation can find invaluable insights that make measurable impacts on real lives. Today’s guest is Neal Sample, a former CIO at both Northwestern Mutual and Express Scripts. Neal joins Randy Ksar this week to discuss how …

This week’s guest has 13 years of experience designing, deploying, and managing enterprise software solutions. Scott Baker is a Senior Analyst at Opus Research. Scott joins host Randy Ksar at the Five9 CX summit for an extended interview! Scott shares his insights on how call centers can best implement AI to set their agents up for success. Takeawa…

This week’s episode is a collection of live interviews from the Five9 CX Summit in Las Vegas! Guests interviewed on this episode are Cathryn Valladares - VP Enterprise Solutions at Nextiva, Kevin Basden - VP of Contact Center Offerings at NWN Carousel, Scott Baker - Analyst at Opus Research, and Beatrice Casanova - Sr. Director Product Management a…

Through a better understanding of Emotional Intelligence, better leaders are made. Understanding the needs of your coworkers, and being able to address them, fosters an environment of success. Today’s guest is Sandra Thompson, Founder and Director of the Ei Evolution CX & EX Consultancy. Sandra joins the show this week to discuss some of the emotio…

Understanding your customers will allow you to connect with them in a way that will benefit your sales outcomes. The most effective way to do this is through emotional intelligence. In this episode, Orrin Webb Jr., Founder of Enmocean, shares his journey to emotional intelligence and why it is important for a company to adopt EI throughout their en…

Human beings are driven by emotions. We are all affected by everything happening in our society today, making this a crucial time to invest in improving your emotional intelligence. In this episode, Dave Seaton, Founder & Principal Consultant at Seaton CX, introduces our Season 4 focus: emotional intelligence. Join us as we discuss: What is emotion…

Uniphore Converse 2022 is right around the corner—March 1st to be exact. Joining the show to offer a sneak peek on what to expect from this year’s event is Sylvain Tremblay, SVP of Video AI and Emotional Intelligence (EQ) Solutions at Uniphore. We discuss: - Sylvain’s background in AI and video - The four components of EQ - How EQ relates to leader…

As of right now, machines do not have the capability to peer into a human’s soul and see what they’re truly feeling at any given moment. However, humans are always giving off signals, and machines could use these signals as a source of information to understand emotions. In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at U…

In past episodes, we’ve talked about teaching machines to understand human language. But what about understanding other modes of communication like tone of voice or gestures? That’s where multimodal understanding comes into play. In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to k…

A person can easily understand all the nuances of human language. It’s far harder, however, to teach a computer how to do it. But that’s exactly what’s happening with natural language understanding. In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to know about it. Patrick shares: -…

You’ve probably heard quite a bit about AI out in the world. But do you know what conversational AI is? In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to know about it. Patrick shares: -What it is -Devices that use conversational AI -How businesses can use it Keep connected with C…

Conversational automation is a term that is often bandied about when talking about AI. So, you might be wondering, what exactly is conversational automation? In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, shares everything you need to know about it. Patrick explains: - What conversational automation is - Why …

Speech-to-text has improved a lot. It doesn’t mean that AI is the modern-day Skynet, seeking to steal all of our information or take over our world. Special Guest Host, Patrick Ehlen, interviewed Hayley Sutherland in January 2021 about what’s really going on in the world of conversational AI. Hayley is the Senior Research Analyst, Conversational AI…

The term “artificial intelligence” was coined way back in the 1950s by a group at Dartmouth that wanted to see if they could teach these new things called computers to do a lot of the smart things that people do. The lessons continue to this day. Our guest, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, leads the team that is…