In this conversation, Amas Tenumah and Edward Murphy delve into the current state of customer experience (CX), exploring how customer expectations have evolved, the role of metrics, and the impact of AI on customer interactions. They discuss the importance of employee experience in delivering quality CX and the need for leadership to prioritize customer-centric strategies. The conversation emphasizes the significance of understanding the 'why' behind customer experiences and the necessity of integrating qualitative insights with quantitative data. Murphy shares his perspective on the future of CX, advocating for a balanced approach that values both technology and human interaction.Customer satisfaction metrics can be misleading averages.Benchmarking should focus on self-improvement rather than industry averages.Expectations of customers have lowered over time.AI can handle simple transactions but struggles with complex issues.The disconnect between marketing promises and actual customer experience is growing.Customer experience should be defined simply as how customers feel after an interaction.NPS and similar metrics can oversimplify the customer experience.Leadership must prioritize customer experience to drive change.Employee experience directly impacts customer experience.Technology should support, not replace, human interaction in customer service."Benchmark against yourselves, right?""It's always been about the human.""It's performative, right?""Your CFO has to be your best friend.""You can't just say smile.""CX is about mindsets and behaviors.""Technology is an enabler.

Ed: https://www.linkedin.com/in/edmurphy1/

In this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore the challenges of knowledge sharing, the human experience in customer service, and the role of technology and AI in enhancing knowledge management. Laurel shares insights from her experience and emphasizes the need for a cultural shift towards knowledge sharing within organizations.TakeawaysKnowledge is essential for effective customer support.KCS captures knowledge during interactions to improve service.The human experience in customer support remains challenging.Knowledge gaps often lead to customer frustration.Technology can aid in knowledge management but requires human input.Sharing knowledge is a leadership challenge.KCS democratizes knowledge creation across all levels.Sufficient to solve emphasizes timely knowledge sharing.AI and knowledge management will complement each other.Continuous learning and adaptation are crucial in service industries.Chapters00:00 Introduction and Background02:58 The Human Experience in Customer Support06:07 Knowledge Gaps in Customer Service08:54 The Complexity of Knowledge Management12:01 Understanding Knowledge Centered Service (KCS)15:05 Democratization of Knowledge18:04 The Role of Technology in KCS20:57 Success Stories and Internal Impact of KCS24:07 The Future of Knowledge Management and AI Laurel: https://www.linkedin.com/in/laurelpoertner/

Takeaways

Leadership is an evolutionary process that requires continuous learning.

AI cannot replace human empathy and emotional intelligence in leadership.

Integrity is the foundational element of effective leadership.

Mentorship is crucial for personal and professional growth.

Effective communication is key in building strong teams, especially in remote settings.

Technology implementations often fail due to poor planning and data quality.

Leaders must listen to their teams to understand their needs and challenges.

The media and social media have contributed to a crisis of trust in leadership.

A positive workplace culture is essential for employee engagement and retention.

"Leaders are developed, not born."

"You have to listen to your team."

"Find a mentor if you don't have one."

JIm:https://www.linkedin.com/in/jimcarlough/