We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can’t understand you. Or, how about when you’ve finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent finally answers the phone but asks you to explain the problem all over again. That is s a particularly frustrating experience, and you’re not alone according to a recent study by RingCentral and Opinium Research. Host Sara Walker welcomes Jim Payne, director of product marketing at RingCentral, a provider of AI-first cloud-based communication and collaboration solutions, for a discussion about the report's findings and how AI can help ease those customer support pain points.

You can read more about RingCentral and Opinium Research's report here: https://www.ringcentral.com/us/en/blog/can-ai-fix-bad-customer-service/

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/can-ai-save-customer-support/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

In this bonus episode, Pat Gibbons describes his experiences at the Qualtrics X4 event in Salt Lake City, Utah, on May 1-3. With thousands of experience management professionals in attendance, Pat had an opportunity to discuss the top challenges facing XM professionals within their own organizations. Hosted at the Walker exhibit booth, professionals were asked to participate in an unique exercise that demonstrated the concerns experience management leaders are facing.

Read more about X4 and details results from the exercise on our blog: https://walkerinfo.com/top-xm-challenges-results-from-x4/

Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/bonus-2024-x4-results/

Listen to more episodes at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/

It’s common today that, as consumers, we receive a survey after all kinds of experiences – shopping, travel, home repair – you name it. You fill out a survey with the hope that it might change the next outcome to be better. But what about the here and now? As experience management improves consumers are demanding action during the experience. Now think of yourself not only as a consumer, but as a patient and the timeliness of feedback and action becomes that much more important. Host Pat Gibbons welcomes Laura Anning, Chief of Patient Experience for Washington Hospital Healthcare System, and Liz Wallshield, Senior Technology Consultant at Walker, for a discussion on using patient rounding as a way to quickly action on feedback.

Find a transcript for this episode on the show notes page: https://cxleaderpodcast.com/rounds-and-rounds-we-go/

Learn more about Washington Hospital Healthcare System at https://www.whhs.com/

Listen to more podcasts at https://cxleaderpodcast.com/

Learn more about Walker at https://walkerinfo.com/