First Contact Podcast | Season 2 | Episode 3 Customer Memories and The True Value of CX, with Colin Shaw Customer Memories and The True Value of CX, with Colin Shawhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Director of Sales PGlmcmFtZSB0aXRsZT0iQ3VzdG9tZXIgTWVtb3JpZXMgYW5kIFRoZSBUcnVlIFZhbHVlIG9mIENYLCB3aXRoIENvbGluIFNoYXciIGFsbG93dHJhbnNwYXJlbmN5PSJ0cnVlIiBoZWlnaHQ9IjE1MCIgd2lkdGg9IjEwMCUiIHN0eWxlPSJib3JkZXI6IG5vbmU7IG1pbi13aWR0aDogbWluKDEwMCUsIDQzMHB4KTsiIHNjcm9sbGluZz0ibm8iIGRhdGEtbmFtZT0icGItaWZyYW1lLXBsYXllciIgc3JjPSJodHRwczovL3d3dy5wb2RiZWFuLmNvbS9wbGF5ZXItdjIvP2k9YzU0Z3otMTAwNWY5YS1wYiZmcm9tPXBiNmFkbWluJmRvd25sb2FkPTEmc2hhcmU9MSZkb3dubG9hZD0xJnJ0bD0wJmZvbnRzPUFyaWFsJnNraW49MSZidG4tc2tpbj05Ij48L2lmcmFtZT4 Customer experience is one of the most important topics we tackle here, in our podcast series. Colin Shaw (Founder & CEO of Beyond Philosophy LLC) has years of experience inspiring organizations to focus on customers and their needs. In this episode, he will be sharing his view and insights on the value of CX, customer memories and the impact of fully integrating AI in contact centers. https://nobelbiz.com/wp-content/uploads/2021/04/ColinShaw-150x150.png GUEST Colin Shaw Founder & CEO of Beyond Philosophy LLC Explore more from this episode... Video What Colin Shaw Gained from Being in the Top 150 LinkedIn Influencers What does it really mean to be an influencer? And how did Colin get expert recognition from LinkedIn? In this video snippet, Colin is sharing his drive behind his proactive service in the Customer Experience landscape and how people are benefiting from his expertise. Video The Aha Moment of CX Sometimes people in leadership fail to see the importance of customer experience, until an Aha moment comes. Even though it’s easy to see the end-game benefits of a good CX strategy, executives can miss on understanding how it will generate value. What really drives Colin is seeing organizations getting the value of CX. Video Colin Shaw Always Had an Affinity for Contact Centers Customer experience it’s a two way street and it all starts with a better understanding of the customer. Watch as Colin explains how important is emotional intelligence for employees. And what role does EQ play in the contact center organization in order to improve the experience? Video & Article How to Make a Customer Feel Special Listen in as Colin explains why he doesn’t believe in call scripts, but he trusts the power of agents expressing and personalizing the interaction. By looking at things at a psychological level and using the right tools, you can better predict and explain your consumer’s needs. Video Customer Memories and CX, Colin Shaw's Favorite Topic What will your customers remember going forward? The power of memory is present in every interaction and certain experiences have extraordinary impact. Colin thinks we form memories with customers every time, let’s hear how that translates in the contact center space. Video The Milkman: An Argument against Full-AI Integration The full implementation of AI creates the risk of losing the value of interaction. Although it comes with great developmental benefits, the role of human interaction should never be lost in the contact center space, at least that’s what Colin thinks. Video How to Anticipate Customer Needs By delivering great CX, proactive and attentive service is required. But first and foremost, you need to uncover what the customer really wants, and get to the core of his needs by using the emotional signature. Listen in and find out more about this! MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!