Podcast Title: Reducing Attrition Through Digital Empathy | Jonathan Hawkins

Episode Summary:
In this episode, we delve into the innovative world of behavioral analytics with Jonathan Hawkins, founder, and CEO of Anthrolytics. Join us as Jonathan discusses the impact of digital empathy in the customer experience (CX) and employee engagement landscape, and how Anthrolytics is revolutionizing the way businesses interact with their customers and employees.

Key Highlights:

1. Jonathan Hawkins: Learn about Jonathan's background as a lecturer, and serial entrepreneur, and his role at Anthrolytics.
2. Anthrolytics - Fusion of Behavioral and Data Science: Discover how Anthrolytics uses behavioral and data science to predict customer and employee behaviors and emotions.
3. The Importance of Empathy in CX and Employee Engagement: Jonathan emphasizes the significance of empathy in creating positive customer experiences and enhancing employee wellness.
4. Digital Empathy at Scale: Explore how Anthrolytics enables businesses to apply empathy digitally and at scale, improving interactions with customers and employees.
5. The Contact Center Environment: Insights into the challenges faced by contact center agents and how understanding their emotional state can lead to a better work environment and customer service.
6. Fun South African Trivia: Jonathan takes part in a South African trivia quiz, showcasing his knowledge about the country.
7. Wild Turkey Encounter: A lighthearted story from Jonathan about encountering wild turkeys in Massachusetts.

Learn more about how to infuse empathy into your business processes by following Jonathan Hawkins on LinkedIn and visiting Anthrolytics' website (links in show notes).

Resources Mentioned:

· Anthrolytics Website: https://www.anthrolytics.io/

Connect with Jonathan Hawkins:

· LinkedIn: linkedin.com/in/jonathan-anthrolytics

· YouTube: https://www.youtube.com/@DigitalEmpathy

Podcast Title: Why South Africans Do It Better | Dennis Wakabayashi

Episode Summary:
In this episode, we welcome Dennis Wakabayashi, a renowned customer experience journalist, MC, keynote speaker, consultant, and podcast host. Join us as we dive into an insightful conversation about the world of customer experience (CX), Dennis' journey in the field, and his unique perspectives gained from global experiences.

Key Highlights:

1. Introduction to Dennis Wakabayashi: Dennis shares his background, including his roles as a customer experience consultant and podcast host of 'CX in the Wild' and 'The CX Tea Show'.
2. Dennis' Journey to CX: Discover how Dennis' early life experiences shaped his interest in customer experience and human interactions in business.
3. Insights on South African Call Centers: Dennis discusses his views on the unique aspects of call centers in South Africa, emphasizing their empathy, resilience, and impact on the global economy.
4. Gratitude and Ubuntu in CX: Explore how gratitude and the concept of Ubuntu play a crucial role in the effectiveness of South African call center agents.
5. CX Predictions for 2024: Dennis shares his predictions for the future of CX, including the standardization of CX business practices and certifications.
6. Dennis' Podcasts: Learn about the spontaneous and unscripted nature of 'CX in the Wild' and the innovative approach of 'The CX Tea Show'.
7. Trivia and Fun Facts: Dennis participates in a South African trivia quiz and shares interesting facts about his birthplace - Denver, Colorado.

Connect with Dennis:

· LinkedIn: linkedin.com/in/denniswakabayashi

· YouTube: https://www.youtube.com/@cxcreator

· Website: denniswakabayashi.com

· Instagram: instagram.com/whatisdennisdoing

· Twitter: twitter.com/cxcreator

Episode Summary:
Join us in this episode as we welcome Stacy Sherman, a leader in customer experience (CX). Stacy, founder of Doing CX Right, shares her insights and experiences in enhancing CX through various roles including professional speaker, strategic advisor, coach, author, and podcast host.

Key Highlights:

1. Introduction to Stacy Sherman: Discover Stacy's multifaceted roles and her journey in the world of customer experience.
   
   
2. The birth of Doing CX Right: Learn how Stacy's small blog evolved into an influential platform for sharing actionable CX tips and insights.
   
   
3. Empowering customer service agents: Stacy emphasizes the importance of empowering customer service agents and the impact of leadership on agent performance and job satisfaction.
   
   
4. Challenges in delivering effective CX: Stacy discusses common challenges in the contact center space, including agent attrition and the need for continuous training and support.
   
   
5. Digital empathy and AI in CX: Explore the role of AI in enhancing empathy in customer interactions and improving the efficiency of CX processes.
   
   
6. Predictions for the future of CX: Stacy shares her vision of a future where humans and AI collaborate to deliver exceptional customer experiences.
   
   
7. Stacy's ideal customer service experience: Gain insights into what constitutes excellent customer service from Stacy's personal experiences.
   
   
8. Segment: South African trivia: We test Stacy’s knowledge of South Africa!

Connect with Stacy:

• LinkedIn: https://www.linkedin.com/in/stacysherman/
• Podcast: DoingCXRight.com/Podcasts
• Blog: DoingCXRight.com/Blog
• Amazon Books: amazon.com/author/stacysherman
• YouTube: https://www.youtube.com/@doingcxright
• News & Media: doingcxright.com/news-media