Amas Talks Podcast

In this conversation, Amas Tenumah and Bruce Temkin delve into the current state of customer experience (CX), its evolution, and the challenges faced by organizations in effectively managing it. They discuss the importance of understanding the mechanics behind CX, the role of CX leaders, and the impact of metrics like Net Promoter Score (NPS). The conversation also touches on the emergence of experience management (XM), the significance of human-centric organizations, and the implications of AI in the business landscape. Temkin emphasizes the need for leaders to understand behavioral science and the context behind customer interactions to drive meaningful change.TakeawaysCustomer experience is in a troubling state.CX leaders often miss the mechanics behind customer experience.The 2008 financial crisis propelled the focus on CX.NPS helped bring attention to customer experience.CX should be about understanding and serving customers, not just metrics.Experience management emerged as a way to differentiate in the market.Humanity at scale focuses on creating human-centric organizations.AI should be viewed as a tool, not a strategy.Leaders need to understand behavioral science to improve decision-making.Fundamental attribution error affects how leaders perceive customer interactions.Sound bites"NPS was great for customer experience.""Humanity at scale is my movement.""AI is just a tool, not a strategy."Chapters00:00 The State of Customer Experience02:55 The Evolution of Customer Experience06:10 The Role of CX Leaders09:00 The Impact of NPS on CX11:46 Understanding Experience Management14:54 Humanity at Scale17:59 AI and Its Implications21:06 Fundamental Attribution Error

In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why customers are contacting them.They dive into:Why decades of dashboards and speech analytics failed to deliver real insight.How Spark CX is using generative AI to turn unstructured call data into actual understanding.Why “automating empathy” is nonsense — and what AI can do right.The hilarious (and horrifying) true stories of AI hallucinations in customer service, including one that ended with a 911 call.What it really takes to build a startup from scratch in an industry addicted to inertia.If you care about customer experience, leadership, or the future of AI in service — this one will both shock and inspire you.🎙️ Hosted by Amas Tenumah — calling bullshit on corporate fairy tales and fighting for the humans on both sides of the headset.

SummaryIn this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into consulting, emphasizing the importance of customer experience as the core of business success. They discuss the prevalent focus on AI in client conversations, the future role of consultants, and the need for introspection among clients regarding their strategies. The discussion also touches on the balance between human interaction and AI in customer service, highlighting both optimism and concerns about the direction of the industry.TakeawaysCustomer experience is the heart and soul of businesses.AI is a prevalent topic in consulting conversations.Consultants need to adapt to the changing landscape of technology.Clients should ask what they are missing in their strategies.The role of consulting may shift towards needing different skill sets.Efficiency in consulting may lead to fewer consultants needed.Human interaction remains crucial in customer service despite AI advancements.Companies are beginning to recognize the potential of contact centers as revenue sources.Cheaper solutions do not always equate to better service.The future of consulting will require a balance between AI and human expertise.Chapters00:00 Introduction to Consulting Journey02:15 Understanding Customer Experience04:25 AI in Consulting: Current Trends07:59 The Future of Consulting in 202511:31 Personal Insights and Impactful Purchases13:34 Client Expectations and AI Integration19:18 Optimism and Pessimism in Customer Experience28:53 Amas outro.mp4

In this conversation, Amas Tenumah and Luke Jamieson explore the intricacies of Customer Experience (CX) and Employee Experience (EX). They discuss the evolution of CX, the importance of understanding customer needs, and the often-overlooked role of employee engagement in delivering exceptional service. The dialogue also touches on the perceptions of CFOs regarding CX, the rising expectations of customers, and the challenges faced by employees in contact centers. Ultimately, the conversation emphasizes the need for organizations to value both customers and employees to create a harmonious and effective service environment. Luke Jamieson and Amas Tenumah explore the complexities of human capital in a capitalist society, the evolving nature of work with AI, the commercialization of conferences, and the balance between pessimism and optimism in the industry. They discuss the need for a more human-centric approach to work, the challenges faced in networking environments, and the importance of trust and authenticity in professional interactions.TakeawaysCX has evolved from creating ideal experiences to genuine care.Meeting customer needs is inherently challenging.Employee experience is crucial for effective customer service.CFOs often misunderstand the value of CX.Customer aggression is on the rise due to unmet expectations.Organizations must prioritize employee engagement.The CX industry is still in its infancy.Celebrating successes in CX fosters a positive environment.Customers want respect and connection in service interactions.Financial pressures are driving employee dissatisfaction. Humans should not be treated as assets in a capitalist society.AI can help redefine roles to focus on meaningful work.Conferences have become overly commercialized and less valuable.There is a need for an 'anti-conference' that prioritizes genuine learning.Trust in the industry is becoming a commodity rather than a value.Navigating social media can be challenging but rewarding.Taking control of one's emotional responses can lead to optimism.The importance of authenticity in professional interactions is paramount.Networking should focus on genuine connections rather than sales pitches.The future of work is about finding balance and purpose.Luke on linkedin: https://www.linkedin.com/in/luke-jamieson/

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/

TakeawaysLeadership 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/

SummaryIn this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer behavior. They explore the importance of hiring strategies, employee empowerment, and the future of customer service in the age of AI. Jeremy shares insights from his experience at Sun Country Airlines and emphasizes the need for a supportive work environment and realistic policies to enhance employee satisfaction and retention.TakeawaysAttrition rates in contact centers remain high, around 78%.Employee engagement is crucial for reducing attrition.Customer behavior has a significant impact on employee morale.Hiring strategies should focus on candidates likely to stay long-term.Empowering employees requires setting appropriate guardrails.Policies should be reasonable and customer-centric.Listening to frontline employees is essential for improvement.The future of contact centers will involve AI, but human touch remains vital.Creating a positive work environment is key to retention.The contact center industry has potential for growth and improvement.Chapters00:00 Introduction and Personal Reflections02:48 Understanding Attrition in Contact Centers05:36 Challenges of Employee Engagement08:18 Customer Behavior and Its Impact on Service11:12 The Reality of Pay and Job Satisfaction13:50 Hiring Strategies for Retention16:34 Empowering Employees in Customer Service19:24 Setting Effective Policies and Standards22:04 Optimism for the Future of Contact CentersLinkedin:https://www.linkedin.com/in/hydej/

Arguably the hottest architect in the Salesforce eco system joins the pod. AI hype is constantly refreshed every few months. Generative AI can assist in mundane tasks, freeing up time for creativity. Salesforce's Agent Force is a significant advancement in AI integration. AI's impact on jobs is complex; it can lead to job reductions but also transformation. The future of CRM will heavily involve generative AI capabilities. Businesses need to focus on foundational elements to effectively implement AI. AI can help knowledge workers by generating initial drafts of content. The importance of human-AI collaboration in creative processes is growing. Understanding how to articulate problems is crucial in the AI era. Personal journeys in tech can be non-traditional and still lead to success. Chapters 00:00 Introduction and Peak AI Discussion 05:27 Salesforce and Generative AI Solutions 10:39 Personal Insights and Cognitive Extension 16:16 Future of CRM and AI Integration 23:17 Navigating the Messy Landscape of Generative AI 32:16 Personal and Professional Excitement in AI 39:39 Alan's Unconventional Journey to Tech Architect Linkedin: https://www.linkedin.com/in/amann17/ Book referenced: Supersizing the mind by Andy Clark

Summary In this conversation, Amas Tenumah and Martha discuss the evolving landscape of customer feedback, particularly focusing on surveys and the Net Promoter Score (NPS). They explore the effectiveness of consumer surveys, the original intent behind NPS, and how it has become a tool for benchmarking rather than genuine customer insight. Martha emphasizes the importance of understanding customer behavior and the need for companies to gather meaningful feedback rather than just chasing scores. They also touch on the devaluation of expertise in decision-making and the consequences of poor feedback practices. The conversation concludes with strategies for companies to improve their feedback gathering processes and ensure they are truly listening to their customers. Chapters 00:00 Introduction and Anticipation 01:28 Consumer Surveys: Worth the Effort? 07:03 The Evolution of Surveys and NPS 13:05 The Purpose of NPS: A Shift in Focus 17:26 Martha's Journey in Customer Experience Research 21:37 The Evolution of NPS and Its Challenges 28:19 Rethinking Customer Feedback Mechanisms 31:05 The Importance of Genuine Consumer Feedback 33:59 Valuing Expertise in Customer Experience 39:00 Strategies for Effective Feedback Gathering 44:40 Amas outro.mp4 Martha: https://www.linkedin.com/in/marthabrooke/