CX RIOT RADIO

  He held the styrofoam cup of Nucaff in both hands, inhaling the faintly coffee-smelling steam, stealing its warmth like a witch steals a soul. His fingers were coming back to life, the numbness leaving his hands as the cup of heated stimulants chased away the chill of the Maine evening. He took a sip, the vaguely coffee like taste washing over his tongue, replaced an instant later by the sharp tinge of chemicals and copper. His face was lit by green neon, advertising something in Japanese, the light accentuating the dark circles under his eyes. He was just another neon lit face in a sea of neon lit faces, kept alive by Nucaff and rice. Paycheck to paycheck the new ideal, half his life spent in cyberspace. Just another American, in other words. His name was Braxton Gargaryan, and he lived in the Lewiston/Auburn development, a colossal living organism of people-as-cells, crammed into high rises, in thirty by thirty boxes jokingly called apartments. Enough room for a bed, a kitc...

  Summary: Are we prepared for the next Industrial Revolution? - Discussion on the shift towards self-service customer service and its implications on customers, employees, and businesses. - Impact of companies transitioning to AI chatbots and automated voice agents on customer satisfaction and company growth. Companies are experiencing uncertainty and cost-cutting in an uncertain economy. - AI and automation tools are meant to assist employees, not replace them. - Technological change and disruption are affecting jobs and industries at a large scale and speed. Encourage blue collar work for next generation - Blue collar jobs are less at risk compared to white collar jobs. - AI technology is rapidly taking over various industries, leading to potential unemployment. Businesses prioritize profit over people in the new Industrial Revolution - Emergence of AI is impacting various industries like graphic design, music, customer service, and sales - Diversifying skill set and understandi...

  Video games and customer experience - Discussion on the state of video games and customer experience. - Highlighting the challenges and issues with customer experience in video games. Changes in Gaming Industry - In the past, players could buy a game and have access to the full game with multiple endings. - Nowadays, games may have additional content, leading to a different gaming experience. Gaming industry plagued by microtransactions and early release games - Microtransactions hinder gaming experience by making players pay for additional content repeatedly - Early release games require full payment for unfinished products, similar to purchasing a car at full price without all its features High game development costs affecting player satisfaction - Game prices have increased over the years, impacting player expenses - Players miss the satisfaction of completing a single-player game due to high costs Concerns about additional purchases and incomplete games in popular games - Exa...

  Modern gaming industry is plagued by excessive costs and lack of consumer agency. - The industry faces issues like price hikes, lack of consumer control over games, and enormous investment costs. - Microsoft's acquisition of Activision Blizzard revealed the exorbitant costs of game development and marketing, with games costing up to $1 billion to produce. Live service games vs single player games and the associated challenges - Developing and maintaining live service games like Sony and Warner Brothers are doing despite the success of single player games - The financial challenges and sustainability issues with live service games and their marketing costs Gaming content decreased while monetization increased - Removal of free weekly rewards and introduction of premium currency - Neglect of core playlist loot in favor of paid cosmetics Modern gaming industry practices scrutinized - Discussion on Bungie's controversial decisions - Impact of loot box controversy on Battlefront 2...

  Summary: Record profits announced with pizza for employees - Pizza will be provided on Wednesday at 2:00 p.m. through 2:30 p.m. in the break room on the 12th floor. Please be considerate of your fellow employees when taking pizza. - Mandatory 1-hour Zoom meeting on Friday at 7 a.m. announced. Good company culture can exist remotely - People wrongly believe physical proximity is necessary for good culture - Comparison made to coordinating 40 people globally in World of Warcraft Managing remote teams with different time zones - Challenges of coordinating logistics for remote teams in different time zones - Importance of aligning remote teams towards a common goal Maintaining office culture during remote work transition - Acknowledging the frustration and anger of employees being asked to return to the office - Discussing strategies for maintaining culture and productivity during the transition Effective communication and flexibility are key to minimizing RTO culture ROT. - Executiv...

  Summary Modernizing customer experience in the trades is necessary for advancement. - It is observed that the trades industry lags behind in adopting modern technology, with only a few individuals within companies utilizing the latest tech. - Differences in tech adoption within the trades industry range from heavy paper usage to completely digital operations. Customers today demand convenience and personalization in their service interactions. - Businesses need to elevate the customer experience to meet rising customer expectations. - Technological advancements have shifted customer behaviors towards wanting easier access and real-time updates. Providing multiple customer interaction options is crucial for modernizing trades. - Offer at least three ways for customers to engage, such as live chat, SMS, and self-service booking. - Investing in an app with features like online scheduling, bill pay, and technician tracking can enhance customer experience. Offer multiple appointment b...

  In this video I test the new Merlin AI Text Detection tool. It's a pretty neat thing, and it's free, so there's that. The conclusion: if you're going to plagiarize, do it in the style of Gary Vee.   Video Summary: Merlin AI released AI detector in text - Testing AI with chat GPT for customer experience blog post - Acknowledging importance of implementing customer science principles in a nacho cheese business Detection of 71% AI content in the text - Using Merlin AI to analyze the content - Identifying specific AI content in the text AI Writing detection at 71% - AI content detected at 71%. - Difficulty in achieving desired speed. Only 27% of the writing was detected as AI. - Despite the prompt and chat GPT's activity, the detection was low. - Further analysis needed to understand why only 27% was identified as AI. 15% AI content detected - Comparison with Gary Vaynerchuck: 27% AI content. - Further analysis and rewrites in Shep Hyken's style. Merlin AI can det...

  Summary Customer science is the fusion of technology, behavioral science, and data. - Customer science is an evolving concept that can lead to customer-driven growth. - According to Colin Shaw, customer science integrates technology, AI, and data for a significant impact. Customer science emphasizes rigorous identification of customer experiences. - Many organizations lack rigor and in-depth understanding of customers and their experiences. - Understanding customer behavior at emotional, subconscious, and psychological levels is essential for interpreting data and training AI. Customer science is a fusion of technology, customer experience, and Behavioral Science. - Data collection is the first step in customer science, focusing on customer behavior analysis. - Customer science involves segmentation by customer habits, hobbies, values, and spending amounts for powerful insights. Customer science empowers small businesses with data-driven insights - Utilize customer insights like ...

  Let's talk. Back in early 2023, someone reached out to me praising me for the name of my podcast, Caffeinated CX. Cool, it wasn't out of the ordinary for this to happen, it was (and is) a cool name for a Customer Experience Podcast. Maybe he wanted to be on it, maybe he wanted to sell me something, who knows. The podcast had been around about a year and a half-ish publicly (and about an additional 6 months privately, shared only with coworkers and employees at my place of employment, where it came out of a video series I was doing called Coffee With Dave which was mostly about mindset and office life).  A couple days after that message, he sent me another one saying that he owned the URL caffeinatedcx.com, which was a little weird but whatever. Here's a screenshot of that message from LinkedIn: I censored as much as I could with a 15 second limit.  So, even though a Podcast is technically  trademarked at first publication, dude stole my name for some AI software. W...

Enhancing employee experience is not just about crafting policies but creating an environment that fosters growth, satisfaction, and extraordinary performance. Today, we'll dive into practical strategies that can elevate your company's culture and, in turn, its overall success. Embrace a Culture of Coaching and Growth The Power of Coaching Models In the bustling environment of call centers, two coaching models stand out: GROW and OSCAR. Both frameworks offer distinct pathways for employee development, crucial in nurturing a supportive workplace. GROW (Goal, Reality, Options, Will): This model is beautifully structured, making it ideal for systematic goal setting and performance enhancement. It encourages employees to articulate their aspirations (Goal), assess their current state (Reality), explore possible improvements (Options), and commit to actionable steps (Will). OSCAR (Outcome, Situation, Choices, Actions, Review): With a more holistic approach, OSCAR promotes deeper r...

    Summary Importance of paying attention to customer feedback - Utilize five star reviews from platforms like Google, Yelp - Emphasize the significance of customer reviews in decision-making Five-star reviews provide social proof and credibility, impact SEO, conversions, and repeat business. - Handling and responding to one-star reviews is crucial for building trust and care for potential customers. - Positive online reviews can significantly impact conversion rates and business growth. Provide excellent customer service and proactively ask satisfied customers for reviews - Exceed customer expectations and provide easy ways for customers to leave reviews, such as direct links and gentle reminders - Respond promptly and professionally to positive and negative reviews, share positive reviews on social media, and analyze common themes in reviews to improve company performance Leverage customer feedback for business improvement - Refine target audience, validate value propositio...