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Ryan Lester
CXNextEpisodes
Ryan Lester
CXNext
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Episodes of CXNext
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The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and teams that can get CX done. Then, there are the little guys — re
We flipped CXNext 2020 from an in-person event to a virtual event in just six weeks, and we’re so proud of everyone whose amazing work made that possible! Now that we’ve had some time to sit back and process the experience, our moderators join
We're working differently now. It's hard, and we're carrying a lot. Consequently, we often get caught up in the big things. We say, "Let's focus on digital transformation or let's talk about reinventing the workforce." If we started paying att
You only need to look at the media or read a news report to see that the retail industry faced challenging times even pre-COVID. Now, however, we're reading stories about closures, bankruptcies, and entire industries teetering on the brink of d
If you've dabbled with chatbots, you know that you have to learn a lot of lessons to succeed with those guys. On this episode of CXNext, I interview Brenda Martins, who focuses on the chatbots we deliver at LogMeIn. We discussed the five key st
The question is not: How do you drive growth? That's no secret. You just have to find what works for you, double down, and iterate on it. The question is: How can you increase the velocity of your learning so you can discover what works for yo
We say on our website who we want to be as an organization, but the reality is that like 16% of people believe what's on a website. Words are cheap. For decades, we've been putting marketing filler on a website, but then we don't deliver on our
On this episode of CXNext, I continue my interview with Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In this second part of our three-part conversation, we discussed a shift in metrics from moment-in-t
Make room for these three trends in the rest of 2020: contact center leaders becoming CX leaders, the shift from moment-in-time to real-time analytics, and putting the customer at the center of everything we do. On this episode of CXNext, I in
Customers are leaving brick-and-mortar stores to shop online in droves now, thanks to COVID-19. Consequently, e-commerce retailers are looking for the next wave of innovation. In that context, how do we address the challenges of e-commerce and
Remote work is hard. You try to stay productive and engaged. You try to keep your team productive and engaged. But it's not easy, especially if everyone feels comfortable with an office routine. What can start ups or smaller companies teach us
How do you engage your customers? Customer advocacy has gotten to be a corporate buzzword like CX or content marketing. But there's a lot to building a customer advocacy program. How do you approach your customers? How do you engage with them?
The world is confusing right now. We hear a lot of shouting, mandating, and directing. It's not just COVID-19, either. The world really is getting noisier every day. So how do you stand out amidst the clamor? Tell a story. A simple, elegant, cl
The way we're engaging with our consumers is changing. People are talking about how to engage customers in the current environment, and a big part of that dialog centers around digital life. How can you get closer than ever to your customer thr
Two years ago, I started a podcast called AI:IRL because I kept getting so many questions about artificial intelligence as a way to drive digital transformation. After 50 great conversations, I finally realized something critical: technology i
Responding to high-quality leads who raise their hand and are ready to buy is the icing on the sales cake. But the actual cake is made up of mid-funnel prospects who have some level of interest, but aren’t ready to talk with a sales rep … and t
Twenty years of Google and Wikipedia, but information is still not at our fingertips. What if we could automate the collection of information using both AI and humans? And what if we could do it by indexing and creating a better entity map? On
The White House recently released 10 principles to guide the future of AI in the US. Did they go far enough? In this episode, Ryan Lester discussed his 3 takeaways on the AI principles, and what they could mean for the future of AI with the US
This week's episode is just me — Ryan Lester — looking back at 2019 and reflecting on what we've seen this year. I've done about 50 podcasts, so I had a lot of great conversations with my guests as well as with my clients and with many of you w
Authentication used to be an easy process. It all started with the king. The king would require a wax seal around any form of parchment or communication that was produced, verifying that it was actually coming from the person that it was supp
Manufacturing has long had robots carrying out certain tasks — but those robots require a high amount of inputs on the front end. Then, once those inputs are created, the robots are “stuck” in that position. Throw off the temperature of the man
Typically, we feed our AI invented datasets that don't represent real life situations and scenarios. These models are preparing AI for an unrealistic environment that doesn’t work IRL. But James Dean is changing models at his company, SenSat. T
A picture’s worth a thousand words. So, why wouldn’t retailers want shoppers using an image search instead of a keyword search? The thing is… they do. And one company called ViSenze is making it possible. On the latest episode of AI: IRL, I spe
It's that time of year — getting ready for 2020. By checking your AI for biases. We think we’re getting better insights out of AI, but in reality biases are lurking behind the scenes. On this episode, I interview Vasco Pedro, CEO and Co-Founder
At first blush, you may think that AI doesn’t have many cultural aspects, that it’s all technology, whereas AI is directly informed by our familial, regional, national, and historical cultures. On this episode, I got to talk with Davar Ardala
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