Shows
The Platform Journey33. Umesh Sachdev, UniphoreIn this episode, Avanish and Umesh discuss:Uniphore's founding story in 2008 and evolution from conversational AI applications to an end-to-end Business AI Cloud platform serving 2,000+ customers including Fortune 500 enterprisesThe pivotal moment when two of Uniphore's largest customers (10% of revenue) warned their contracts might expire unless Uniphore opened up their platform for customer-built AI agentsHow platform necessity emerged from scale—running out of data scientists to manually fine-tune models for each customer led to building automated platform toolingThe "open-heart surgery" transformation: shifting from selling business outcomes to line-of-business buyers to serving CIOs and developers, requiring wholesale DNA changes across en...
2025-09-3039 min
Worldwide ExchangeCan “DOGE” Reach The $2 Trillion Target for Spending Cuts?; Oil Prices & Washington Wild Cards; AI Outlook From the CEO of Uniphore 12/5/24Market contrarian David Woo discusses whether the Department of Government Efficiency, led by Elon Musk and Vivek Ramaswamy, can meaningfully cut government spending without touching entitlements or defense. Plus, RBC’s Helima Croft contrasts what OPEC+ can do with oil production and prices against President-elect Trump’s aim of boosting U.S. drilling. And, the CEO of Uniphore, one of the world’s top emerging AI technology companies, discusses the outlook for the fast-growing market.
2024-12-0543 min
Product TalkEP 455 - Uniphore CPO on Leveraging Generative AI to Transform Product ManagementHow can generative AI be used to transform product management? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Uniphore CPO Tushar Shah shares insights on how Uniphore is leveraging generative AI to transform product management and enable enterprises to harness the technology across various business functions. Tushar discusses Uniphore's evolution from a SaaS company to a platform provider, allowing customers to deploy large and small language models tailored to their specific industry and use cases. He highlights the importance of understanding customer journeys and using AI to identify opportunities for...
2024-09-1635 min
Tech DisruptorsUniphore CEO Discusses Bet on Conversational AIThe reason to bring AI or any other such technology into a company is to drive business outcomes, and Uniphore has delivered these outcomes by packaging AI solutions as software-as-a-service, CEO Umesh Sachdev tells Bloomberg Intelligence. In this episode of the Tech Disruptors podcast, Sachdev joins BI senior technology analyst Mandeep Singh to discuss the AI opportunity with conversational interfaces in large enterprises. They examine contact centers, video conferencing to CRM systems, the growing use cases for customizing and deploying large language models with an application layer.
2024-09-1237 min
Not-So-Common Common SenseEchoes of Change: Uniphore's Journey from Startup to $2.5 Billion Tech TitanIn the startup sector, technology is key to success. It helps in creating new products, improving efficiency, and opening up new markets. Many companies, including big names like Apple, and Google, and newer ones like Tesla, use it to innovate and change industries. Uniphore is a great example. They used AI and automation to grow from a small startup to a global company, showing how technology can change communication. Learn more about Uniphore's success in our podcast.
2024-03-1210 min
Elite Selling Podcast - Mastering Tech SalesCRO, Sylvain Tremblay @ Uniphore - Quality vs. Quantity and Uncovering EQ in ConversationsSylvain Tremblay - CRO @ Uniphore
Summary
Qualitative vs quantitative selling in 2023 with sales legend Sylvain Tremblay. 0:00
Sylvain Tremblay shares insights on qualitative vs quantitative selling in 2023.
Sales vs. quantity in B2B sales, with a focus on emotional intelligence. 1:12
Frankie discusses the importance of emotional intelligence in sales today, arguing that quantity is no longer the key to success.
Griffin Reilly emphasizes the importance of qualitative aspects of sales, such as relationship building and well-written emails, to drive pipeline progression and closed deals
2023-12-1333 min
B2B EQHow to Sell Virtually - Susie Mathieson & Keith Rozelle - B2B EQ - Episode # 34Selling virtually is hard, but today’s guests literally wrote the book on how to do it. We have a special double feature episode this week with the co-authors of “How to sell virtually.” Our guests this week are none other than Sales Trainer & Coach at The Small Stuff - Susie Mathieson, and Sales Director at Sales Marvel - Keith Rozelle!Keith and Susie join Host Tim Harris for an insight packed conversation that will help sellers of any level sell better virtually. The trio explores the best ways to curate your video appearance, actionable tips for gettin...
2023-11-0346 min
B2B EQKeeping Your Team Close To Clients - Linda Marcum - B2B EQ - Episode # 33Not giving your new sales reps any goals for their first year may seem like a mistake, but it’s the secret to this brand's success. Our guest this week is a skilled manager who works to enable her team for success, and help them hit their targets. Please welcome to the show, Senior Vice President - Director of Sales Enablement at BOK Financial, Linda Marcum!Linda sits down with Host Tim Harris to discuss how BOK, and the banking industry at large, approach the sales process. Linda shares how BOK had achieved an average sales rep te...
2023-10-2735 min
B2B EQSales Is The Transfer Of Enthusiasm - John Barrows - B2B EQ - Episode # 32Our guest this week is a seller who strives to establish sales as the greatest profession in the world. His experience is truly holistic, having held roles as a rep, a VP of Sales, and everything in between. Please welcome to the show, Host of Make It Happen Mondays and CEO of JB Sales, John Barrows! John joins Host Tim Harris to explore the landscape of sales, and share how leaders can best enable their teams. John dives into the importance of proper research, why coaches need to also be actively selling, and why sales reps aren’t the on...
2023-10-2055 min
B2B EQSelling Isn’t Rocket Science - Marcus Chan - B2B EQ - Episode # 31In a world of flashy new tools, leadership can often lose sight of what really makes a sales org excel: it’s people. We’re joined this week by a sales expert who wants to simplify the selling process, and help leadership build stronger teams. Our guest this week is Author of Six-Figure Sales Secrets and President and Founder of Venli Consulting Group, Marcus Chan!Marcus sits down with Host Tim Harris to deliver a masterclass in all things sales. Marcus dives into strategies for standing out, provides actionable tips for improving your sales team development, and high...
2023-10-1350 min
Conversations That Matter, a podcast from UniphoreIt’s About The People - Diana Deibel - Conversations That Matter - Episode # 68When it comes to implementing AI in the enterprise, the focus has to be on the people, not the tech. Here to help is a designer with a passion for human centered services. She has a knack for creating experiences that improve the lives of those who use them. Joining the show this week is Co-author of Conversations with Things, and Chief Design Officer at Grand Studio, Diana Deibel!Diana joins Host Randy Ksar to share her background with conversation design, and her motivations for helping others in the field. Diana dives into tips for leaders looking...
2023-10-0437 min
Conversations That Matter, a podcast from UniphoreShaping The Future Of Uniphore PodcastsOver the past 3 years, Conversations That Matter has featured amazing interviews with experts in CX, AI, leadership, and more. We wouldn’t be where we are without our audience, and as we plan the future of Uniphore’s podcasts, we’d love your feedback. With the link below, you can share your thoughts about the podcasts, and what you’d like to see from future episodes. https://bit.ly/uniphorepodcastsurvey
2023-10-0203 min
VUX WorldThe Uniphore approach to conversational automation with Kim WestKim West is the Director of Product Marketing at Uniphore, one of the leading conversational automation technology and service companies. Kim joins us to share some of the top use cases for conversational automation across industries and shares some best practice in getting it right. Hosted on Acast. See acast.com/privacy for more information.
2023-09-2658 min
B2B EQSelling Through Change - Simon Ninan - B2B EQ - Episode # 30Businesses are expected to change, but are you helping your sales team change with you? Here to help you tackle change head on is a leader who balances strategy with operational execution. Our guest this week is VP and Head of Strategy and Growth, Digital Infrastructure at Hitachi Vantara, Simon Ninan!Simon shares the mic with Tim Harris to explore the ways leadership should be effectively enabling, and utilizing their sales teams. Simon dives into why innovation happens at the edge, the necessity of employing specialists and generalists, and how companies should look to grow with their...
2023-09-2245 min
Conversations That Matter, a podcast from UniphoreStart With The Problem - John Ward- Conversations That Matter - Episode # 67AI has the power to revolutionize many aspects of a business, but when you start with the solution, you fail to solve the problem. Joining the show to help leaders focus on finding the problems first is a visionary who helps amplify the voice of the customer. Please welcome to the show, Global Head of Customer Experience at Cigna, John Ward!John sits down with Host Randy Ksar to explore the role AI plays in elevating the customer experience. John shares his methods for working with other departments, the importance of considering all metrics, and why you...
2023-09-2035 min
Conversations That Matter, a podcast from UniphoreUnderstanding Your Customer’s Journey - Suzanne Knight - Conversations That Matter - Episode # 66Joining us for a special episode of Conversations That Matter is someone with a passion for employee experience. She’s a constant innovator with a knack for driving change where it matters most, and has been recognized as one of The Peak’s 2023 emerging leaders. Welcome to the show, Suzanne Knight! Suzanne joins guest host Kim West for a deep dive into better understanding your customer’s journey. Suzanne shares the most effective ways to innovate and gather feedback, the importance of assessing internal resistance to new initiatives, and why your metrics should revolve around the customer, not th...
2023-09-1344 min
B2B EQBuilding Confidence In Buyers With Past Guests - B2B EQ - Episode # 29On this special episode of B2B EQ, we’ve compiled some highlights from past episodes around the topic of creating confidence in your buyers. Having a strong relationship where your buyer views you as a trusted partner is a crucial part of today’s sales landscape. In this episode we’ll show you how with clips from from Richard Harris: Founder of The Harris Consulting Group, Cassandra Anderson: VP of Revenue Operations at Drips, Ali Rastiello: VP of RevOps at Health Catalyst, and Kasey Stinson: VP of Sales Enablement & Product Marketing at Co-op Solutions. We hope you enjoy this e...
2023-09-0833 min
Digitally CuriousS5 Episode 23: Shaping the Future of Enterprise-Grade AI with Umesh Sachdev of UniphoreImagine a world where AI seamlessly integrates into your daily workflows, driving productivity gains, efficiency increases, and automation. AI and in particular Generative AI is all over the media, and now companies are looking at how they should be introducing AI into the enterprise.While Generative AI platforms such as ChatGPT have been trained on publicly available data, they may not be suitable for always-on and mission-critical systems. So what’s the opportunity for enterprise-grade AI?To answer this question, I’m delighted to have on this episode Umesh Sachdev, CEO of Uniphore, an Ent...
2023-09-0745 min
Conversations That Matter, a podcast from UniphoreAgent Enablement Before Automation - Matt Dickson - Conversations That Matter - Episode # 65Our guest on this week’s episode is an industry leader in providing solutions that solve complex problems in both patient and consumer experience. He’s an expert at identifying key areas of implementation. Please welcome to the show, Chief Operating Officer at Eclipse Telecom, Matt Dickson!Matt sits down with Host Randy Ksar for an in depth discussion on the challenges of implementing AI in the enterprise. Matt highlights the importance of planning for both the short and long term of your AI, the role different departments play in adoption, and how a bottom up approach to a...
2023-09-0627 min
B2B EQEnabling Your Sellers Effectively - Kasey Stinson - B2B EQ - Episode # 28When it comes to enabling your sellers, it can be hard to know where to start. Fortunately, we’re joined by an enablement expert this week who has proven strategies for success. She has a unique understanding of the skills needed to close deals, and has firsthand experience as a seller. Joining the show this week is VP of Sales Enablement and Product Marketing at Co-op Solutions, Kasey Stinson!Kasey sits down with Tim Harris for a conversation on the must implement strategies that will help your reps close more deals. She explores the value of quarterly we...
2023-09-0143 min
Conversations That Matter, a podcast from UniphoreTelling The Story Of Customer Experience - Martijn Franssen - Conversations That Matter - Episode # 64When a customer uses a chatbot, they aren’t just looking for a good conversation, they want solutions. Developing proper conversational AI strategies can be tricky, but fortunately we’re joined by a digital innovator who is at the forefront of improving the customer experience for his company. Joining the show this week is CX expert Martijn Franssen.Host Randy Ksar interviews Martijn to learn more about his previous work, how to provide your customers the solutions they need, and what it takes to build a robust conversational AI team.Takeaways:While technological progress can...
2023-08-3043 min
B2B EQRebuilding Sales As A Profession Of Service - Leff Bonney - B2B EQ - Episode # 2780% of all marketing majors go into sales roles, but paired with a lack of formal sales education, many graduates are left floundering. To discuss the future of sales education, we’re joined by someone who helps future sellers put theory into practice. Our guest this week is Associate Professor at Florida State University, Leff Bonney!Leff and Tim sit down for a conversation on the challenges of providing formal sales training, and a discussion on an upcoming report on the role of EQ. Leff shares his insights into why you need to focus on differentiation, how to ov...
2023-08-2545 min
Conversations That Matter, a podcast from UniphoreDriving Customer Care Forward - Jeff Newman - Conversations That Matter - Episode # 63In the automotive industry, customer service calls are often fraught with frustration. No one calls a car dealership because their car is working as intended. Our guest this week is a leader who is responsible for making sure customers of his company enjoy their service as much as they enjoy their cars. With an extensive background in contact centers, he understands the challenges agents face, and how to best use technology to support them. Joining the show this week is Manager of Customer Care at Porsche Cars North America, Jeff Newman!Jeff dials in from the Porsche...
2023-08-2335 min
B2B EQUnderstanding Who You’re Selling To - Cliff Simon - B2B EQ - Episode # 26In a market that is more competitive than ever, sellers are having a harder time standing out. Your new product isn’t as new anymore, and your buyers don’t want to deal with lengthy contracts. We’re joined this episode by a RevOps expert who wants to help you close deals faster by building the right relationships. Our guest this week is CRO of the Carabiner Group, Cliff Simon. Cliff and Tim Harris sit down to share strategies for selling in a more digital world. Cliff explores the value of personal branding, the need to know how yo...
2023-08-1841 min
B2B EQIt’s About Human Connection - Lauren Bailey - B2B EQ - Episode # 25Your top rep crushes quota and has a great conversion rate, but when you put them in a leadership role their success seems to stagnate. Our guest this week is someone who helps bridge the experience gap between sales rep, and sales leader. She’s frequently billed as a Top Coach and a Top Woman in Sales, and is the Founder of the sales bar, and #girlsclub. Welcome to the show, Founder and President of Factor 8, Lauren Bailey.Lauren and Tim team up to talk about sales strategies. Lauren shares why skills as a rep don’t alwa...
2023-08-1145 min
B2B EQCooking Up Recipes For Sales Success - Ali Rastiello - B2B EQ - Episode # 24Joining us this week is a sales expert with over 25 years of experience in sales, marketing, and revenue operations.She is on a mission to build the foundation for sustainable growth through clean data, simple processes, and an optimized tech stack. As an expert in Cajun cuisine, she uses her recipes as a metaphor to add some spice to the sales process. Please welcome to the show, VP of RevOps at Health Catalyst, Ali Rastiello!Soup’s on as Ali and Tim dive into the insights Ali has to share as a RevOps leader. Ali shares how Re...
2023-07-2848 min
B2B EQElevating The Role Of Revenue Operations - Rosalyn Santa Elena - B2B EQ - Episode # 23RevOps is a field that is hard to pin down, and selling to RevOps leaders presents a heightened challenge. Fortunately, we have the pleasure of being joined by a world class RevOps leader to help provide some clarity. She’s a household name in the RevOps community. Welcome to the show, Host of the Revenue Engine podcast, Founder and Chief Revenue Operations Officer at The RevOps Collective, Rosalyn Santa Elena! Rosalyn joins Host Tim Harris to shed light on the world of RevOps. Rosalyn outlines the many hats Ops leaders wear, the challenges they face, and how th...
2023-07-2148 min
B2B EQSales Is Service - Todd Caponi - B2B EQ - Episode # 22Not having 5 star reviews, turning away leads, and telling prospective buyers the problems they might face with your solution seem like foolish mistakes for a business, but may actually be the key to your sales success. This week, we have the honor of being joined by a sales strategist with a focus on transparency. Please give a warm welcome to the Host of “The Sales History Podcast”, Author of “The Transparency Sale” and “The Transparent Sales Leader”, Founder of Sales Melon, Todd Caponi! Todd and Tim join forces to share must-knows for any sales leader. They’ll discuss the dangers of onl...
2023-07-1449 min
B2B EQBuilding Out Your Brand Narrative - Morgan J Ingram - B2B EQ - Episode # 21If your B2B content strategy is boring your audience, it’s time to shake up your plan. Our guest this week is a media mastermind who wants to help you create better content that drives authentic connections. Please welcome to the show, 4x LinkedIn Top Sales Voice, Founder & CEO of Ascension Media Productions, Morgan J Ingram! Morgan joins host Tim Harris to deliver a masterclass in content creation. Subjects in today’s lesson include: why sellers need to be focused on “time to value, how sales teams can make the narrative contextual, and why a strong brand...
2023-07-0748 min
B2B EQAvoiding The Pitfall Of Toxic Empathy - Garin Hess - B2B EQ - Episode # 20It’s important to be empathetic to your buyer’s problems, but can being too empathetic hold you back? To help shine some light on the problem, we’re joined by a buyer enablement expert who knows how to get to the core of what a buyer needs. Our guest this week is Author of the book “Selling Is Hard. Buying Is Harder” and Founder and CEO of Consensus, Garin Hess!Tim and Garin team up to explore the process of being a leader for your buyers, the ‘recommendation, commitment, and facilitation’ framework, and how to champion your buyers to...
2023-06-3045 min
B2B EQFinding Your Motivations To Move Deals Forward - Donald C Kelly - B2B EQ - Episode # 19LinkedIn is inundated with connection requests that seem genuine at first, but quickly turn into the dreaded “pitch slap”. To help you up your LinkedIn outreach, we’re featuring a skilled seller who excels at creating connections. He’s a sales savant who has been recognized as a 2022 LinkedIn top voice in Sales and 2x Top Salesforce Influencer. Welcome to the show, Founder and Host of The Sales Evangelist Podcast, Founder and The Chief Sales Evangelist at The Sales Evangelist, Donald C Kelly!Donald joins Host Tim Harris to give sellers a masterclass in creating connections. Donald shares h...
2023-06-2351 min
Conversations That Matter, a podcast from UniphoreEngaging Customers With Conversational AI - Alex Misiaszek - Conversations That Matter - Ep # 62In a heavily regulated industry, innovation can often feel stifled, and allowing your designers creative freedom can be a challenge. Here to help inspire teams is an AI expert who is passionate about human centered design. She’s a skilled leader who guides a team of designers and writers on their journey to create more personalized experiences, allowing her company to implement new strategies to best serve customers with AI. Joining the show this week is SVP, Experience Design Director - NLU & Emerging Experiences at Truist, Alex Misiaszek!Alex shares her tips for establishing better workflows with yo...
2023-06-2124 min
Conversations That Matter, a podcast from UniphoreFramework Over Fragment - Bill Hawks - Conversations That Matter - Episode # 61Measuring success of conversational AI can be as challenging as implementing it. Even if you have a clear definition of a metric, the interactions behind those numbers offer a different story. To help make sense, we’re joined by a catalyst for growth who offers strategic clarity. He’s an AI expert who drives an excellent customer experience through conversational AI. Joining the show this week is Vice President and Sr. Digital Product Manager of Conversational AI at Citizens Bank, Bill Hawks. Bill dispels some AI myths and explains why AI shouldn’t be looked at as a tool to rep...
2023-06-1431 min
B2B EQWorking As A Team With Your Prospects - Ashley Zagst - B2B EQ - Episode #18You’ve armed yourself with info, you ask all the right questions, but when you try to close the deal, it turns out something’s missing. To help sellers overcome this all too common problem, we turn to the advice of someone who occupies the upper echelon of sales. They are a Salesforce top sales influencer for 2023 who helps revenue leaders reach their aggressive growth goals. After pivoting from marketing, she uses her expertise to drive better connections with customers. Joining Tim Harris this week is Senior Account Executive at Chili Piper, Ashley Zagst. Ashley dives deep into the impo...
2023-06-0945 min
Conversations That Matter, a podcast from UniphoreCreating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60When your customers utilize your mobile app to handle their financials, redeem benefits, and book travel, you need to design with intent. This week on Conversations That Matter, we’re joined by a mobile expert with over 10 years of experience. As the head of a team whose products are used by millions of customers, he knows firsthand the importance of a stellar customer experience. We’re eager to welcome to the show, Jose Quesada, the Vice President of Global Mobile Products at American Express. Jose joins host Randy Ksar to discuss CX innovations in mobile apps, how to use AI t...
2023-06-0726 min
Breaking the Tech CeilingMarie Brunet, Global VP of Sales @ UniphoreBreaking The Tech Ceiling's second guest is Marie Brunet, a semiconductor engineer turned Go-To-Market leader. She's been at the forefront of virtual reality and AI, not only building Uniphore's video AI unit as the Global VP of Sales, but was also instrumental in establishing the Facebook Reality Labs business at Meta as Head of Global Commercial Sales. Tune in to hear her secrets for how to make sure your achievements are recognized, her advice to bada** women, and how she went from hesitant to confident with the ability now to speak in front of hundreds without blinking an eye.
2023-06-0631 min
B2B EQDistinguishing Buyer Outcomes From Intentions - Cassandra Anderson - B2B EQ - Episode #17With a 20+ year tenure in the technology industry, our guest is a seasoned seller who understands the ins and outs of the sales cycle. As a buyer herself, she blends her knowledge of both sides of the process to equip teams to sell like never before. Here to help you simplify your sales process by starting with the customer is the VP of Global Revenue Operations & Enablement at Optimove, Cassandra Anderson. Host Tim Harris and Cassandra are partners in pipeline and they dive into the difference between outcome and intention, how terminology can assist alignment, and how to teach...
2023-06-0253 min
Conversations That Matter, a podcast from UniphoreUniphore’s Chief Scientist - Roberto Pieraccini - Conversations That Matter - Episode #59Our guest on this week’s episode is an AI innovator who is on the cutting edge of the industry. With time spent at Jibo and Google, he’s been a pivotal figure in the future of AI. Joining the show this week is newly appointed Chief Scientist at Uniphore, Roberto Pieraccini! Host Randy Ksar sat down with Roberto to discuss the future of AI in the enterprise, explore the role of Chief Scientist, and answer some rapid fire questions. Takeaways:Winning as one team means being a team player. You need to be both egoless, but...
2023-05-3112 min
B2B EQLearning To Listen - Debra Senra - B2B EQ - Episode #16This week on B2B EQ we’re featuring an exceptional guest who balances growing both the bottom line and her team. She’s a skiller leader who is equally proficient in sales practices as she is dad jokes. Joining the show this episode is VP of Sales and Client Experience at ThreeFlow, Debra Senra! Listen along to host Tim Harris and Debra as they dive into a captivating conversation about the importance of active listening in sales, the need for adaptability in changing buying personas, and how to cultivate a culture of respect when teaching soft skills. Ta...
2023-05-2634 min
B2B EQVanilla Doesn’t Work - Stephanie Benavidez - B2B EQ - Episode #15Vanilla is great in ice cream, but not so much in sales outreach strategies. Our guest on this week’s episode is here to help add some flavor to your sales processes. She's a highly recommended sales leader who got her start in sales selling girl scout cookies door to door. She redefines the way companies operate, and revamps sales teams to work smarter, not harder. Joining host Tim Harris this week is Head of Sales Enablement at Loadsmart, Stephanie Benavidez. Stephanie shares why sellers need to be unique, ways you can revamp your demos, and some of the ke...
2023-05-1943 min
Conversations That Matter, a podcast from UniphoreDesigning Through The Lens Of Your Customer - David Vader - Conversations That Matter - Episode #58When designing your bots, it needs to revolve around the customer. With the mission of creating better bots, we’re featuring an expert at implementing conversational AI as this week’s guest on Conversations That Matter. With a laser focus on both CX and bot containment, he works to create solutions that best help customers. Welcome to the show, Product Owner of Virtual Assistants at AGL, David Vader! Host Randy Ksar interviews David to learn about the subtleties of conversational copywriting, explore the best ways to iterate bots, and help teams identify the why behind their design.Take...
2023-05-1724 min
B2B EQPerspective Matters - Kevin Kowalick - B2B EQ - Episode #14Class is in session on this episode of B2B EQ! Our guest this week is a leader who enables teams to work at their best. He’s an EQ expert and veteran of the sales industry. Previously the VP of RevOps for a major telecommunications company, he spends his time teaching the next generation of sales professionals. Joining the show is Adjunct Instructor for the Fox School of Business at Temple University, Kevin Kowalick! Kevin sits down with host Tim Harris to discuss finding a balance between building trust and hitting numbers, identifying your emotions, and why you sh...
2023-05-1542 min
Conversations That Matter, a podcast from UniphoreFocusing Conversation Design On CX - Ben Hazel - Conversations That Matter - Episode #57Our guest on this week’s episode of Conversations That Matter is a conversational connoisseur. He draws on his background in both customer service and conversation design to create experiences that put the customer first. He’s an upcoming speaker at the Conversational AI Summit in London in May. Welcome to the show, Senior Chatbot Conversational Designer at Admiral Group Plc, Ben Hazel! Ben joins host Randy Ksar for a discussion on building conversational AI teams, measuring metrics of success, and why the focus of your AI design needs to be on the customer, not the tech.Take...
2023-05-0834 min
B2B EQEarning The Right To Ask Questions - Richard Harris - B2B EQ - Episode #13This week’s guest on B2B EQ is a sales savant with 20+ years of experience. He teaches sales reps how to earn the right to ask questions, which questions to ask, and when to ask them. He's the host of both the Surf and Sales Podcast and Sales Rants with Richard. Joining the show this week is Founder of The Harris Consulting Group Richard Harris! Host Tim Harris sits down with Richard to dive into the essential soft skills for sales reps, highlight the importance of active listening, and explore what it means to earn the right to as...
2023-05-0531 min
B2B EQEverybody Works In Sales - Niraj Kapur - B2B EQ - Episode #12On this episode of B2B EQ, we’re joined by a revered keynote speaker and sales trainer who helps people bring out the best of their ability. He’s been recognized as a LinkedIn Top Voice in sales and a Salesforce Top Sales Influencer for 2021, 2022, and 2023. He’s authored 3 books, including “Everybody Works In Sales”. Welcome to the show, Managing Director at Everybody Works In Sales, Niraj Kapur! Niraj joins host Tim Harris for an in depth discussion on why serving is so important, how to cut through the noise on LinkedIn, and why everybody works in sales. Takea...
2023-04-2848 min
B2B EQBringing A Jolt! Of Energy To Sales - Larry Long Jr. - B2B EQ - Episode #11On this episode of B2B EQ, our guest is someone who is extremely passionate about coaching, and helping sales professionals and leaders take their game to the 'next level'. He’s the host of The Midweek Midday Motivational Minute, the Author of “Jolt!”, and has been a Salesforce top voice in sales for the last 3 years. Welcome to the show, CEO of LLJR Enterprises, Larry Long Jr! Larry and host Tim Harris dive into how reps can up their game, how to understand the needs of the customer, and ways to demonstrate value on sales calls. Takeaw...
2023-04-1741 min
Surf and SalesS4E9 - Do Influencers Need to Disclose if They Are Paid to Promote with Tim Harris of UniphoreBoom! Tim Harris from Uniphore joins us on the Surf and Sales podcast. What started as a conversation around Product Marketing and Sales quickly shifted to whether sales influencers need to mention if they are posting paid content. One to One vs. One to Many messaging What is a strong voice as a brand Influencers disclosure to paid content. Big props to Hubspot for making us a part of the Hubspot Podcasting Network! They even offer free tools to help your sales and marketing team. Click Here Connect with us on LinkedIn Richard Harris Sc...
2023-04-1748 min
Conversations That Matter, a podcast from UniphoreCreating Communities for Conversation Designers - Barend Jungerius - Conversations That Matter - Episode #56Today’s guest on Conversations That Matter is a chatbot connoisseur and conversational AI champion who helps businesses leverage AI to drastically improve their customer service. He’s lent his skills as a consultant to a number of companies in the retail and banking industries. When he’s not busy building bots, he leads an online community for all things conversational AI. Welcome to the show, Co-Founder of Botrepreneurs, Barend Jungerius! Barend joined host Randy Ksar for a livestream discussion on the challenges of implementing chatbots, the difficulties of working with conversational data, and how he started Botrepreneurs. Take...
2023-04-1242 min
B2B EQThe Dangers Of Doubling Down On Value - Brent Adamson - B2B EQ - Episode #10As B2B EQ hits our 10th episode, we’re honored to be joined by someone known to have the “biggest crystal ball in B2B sales”. He is the co-author of The Challenger Sale and The Challenger Customer. With nearly 20 years of experience at CEB and Gartner, he’s seen the ins and outs of the industry. Today’s guest is the Global Head of Research, Advisory, and Communities at Ecosystems, Brent Adamson. Host Tim Harris sits down with Brent to discuss why 72% of buyers don’t want to talk to reps, how customer channels have changed, and why you need...
2023-04-0752 min
B2B EQIt’s Not About The Weather - Brady Johnson - B2B EQ - Episode #9Today’s guest on B2B EQ is a RevOps superstar with a demonstrated history of scaling SaaS focused organizations from pilot to full deployment. He is an established leader who is passionate about creating a great employee experience, and helping sales teams scale. Joining Tim Harris this week is Vice President of Global Revenue Operations & Sales at Alight Solutions, Brady Johnson. Brady joins Tim for a discussion on the importance of a strong customer experience, ways to make sales feel less transactional, and why building relationships with clients goes beyond just talking about the weather. Takeaways:...
2023-03-311h 10
Conversations That Matter, a podcast from UniphoreKnowing How To Test Your Product - Kayla Orozco - Conversations That Matter - Episode # 55Joining us for another exciting episode of Conversations That Matter is someone who creates empathetic, human-centered designs in the Conversational AI space. As a Product Designer for a home improvement retailer, she drives innovation and success within their chatbot channels. Appearing on the podcast this week is Kayla Orozco! Host Randy Ksar sits down with Kayla to debunk some AI myths, learn her three tips for designing self service solutions, and explore some challenges facing Conversation Designers. Takeaways:Most users don’t dislike chatbots, they dislike bad chatbots. While a user might express a preference for ta...
2023-03-2924 min
B2B EQCreating More Meaningful Messaging - Matt Green - B2B EQ - Episode #8Today’s guest on B2B EQ is a dedicated leader who is passionate about seeing sales professionals succeed. He’s led sales and operations for multiple hyper-growth, venture backed tech companies. Joining the show today is Co-Founder and CRO of Sales Assembly, Matt Green. Host Tim Harris shares the mic with Matt to discuss how to properly personalize your outreach, ways that sales teams can make the most out of conferences, and how to make reps feel more comfortable doing in person meetings. Takeaways:The most important soft skill in B2B sales is empathy. You...
2023-03-2444 min
Conversations That Matter, a podcast from UniphoreDesigning Effective Chatbots - Rachel Whitehorn - Conversations That Matter - Episode #54On today’s episode of Conversations That Matter we feature a conversational wizard with over 4 years of chatbot experience. She's a skilled chatbot designer whose areas of expertise include, AI training, persona creation, and copywriting, just to name a few. Joining us for this episode is Rachel Whitehorn, a Conversation Designer in the insurance industry. Randy and Rachel sit down to look toward the future of chatbots and LLMs. Join us for another exciting conversation as we discuss how companies can better meet the needs of customers, the importance of maintaining your bots, and the importance of collaboration as a...
2023-03-2225 min
B2B EQUnderstanding What The Customer Needs - Vincent Deschamps - B2B EQ - Episode #7Today's guest is a collaborative team leader, coach, motivator and mentor. He has spent his career influencing change while introducing new products and solutions to enterprise customers. Starring on the show today is Managing Partner at helpUwin consulting, Vincent Deschamps. Vin joins host Tim Harris to help sales leaders motivate their teams, and get to the bottom of what the customer needs. In this interview they’ll explore ways reps can best demonstrate empathy, why EQ beats out IQ, and why you should always start off your sales calls with your company values. Takeaways:The most im...
2023-03-171h 02
Conversations That Matter, a podcast from UniphoreThe Role Of Conversational AI In The Enterprise - Dan Miller - Conversations That Matter - Episode #53Today’s guest on Conversations that matter is an AI expert who coined the term "Conversational Commerce". With over 37 years of experience as an analyst, he’s seen the ins and outs of the industry, and has watched it mature. Our guest this week is none other than Lead Analyst & Founder at Opus Research, Dan Miller. Dan joins host Randy Ksar at Uniphore’s offices in sunny Palo Alto for an in-person conversation about the role of AI in the enterprise. In this episode we’ll explore why AI won’t be taking your job, strategies for implementation, and what the f...
2023-03-1538 min
B2B EQHaving Genuine Conversations - Joe Venuti - B2B EQ - Episode #6On this episode of B2B EQ, we’re joined by a highly accomplished business development and sales professional with a proven track record of success in building and scaling BDR teams in early stage SaaS companies. With over 10 years of experience, he’s brought his talents to roles at Sendoso and UpKeep. This week’s guest is the Head of Sales Development at Cube, Joe Venuti. Host Tim Harris interviews Joe to learn more about how sales leaders need to be managing their teams, and what steps they can take to be better leaders.Takeaways:With p...
2023-03-1045 min
Conversations That Matter, a podcast from UniphoreCreating More Equitable Workplaces With Upward - Lisa Lambert & Umesh Sachdev - Conversations That Matter - Episode #52As we face potential economic troubles, more and more companies are cutting their budgets for DEIB. Women leaders are leaving their roles at higher than ever rates, for every woman who steps into a director level role, two leave. On this episode of Conversations That Matter, we’re turning up the volume on the conversation around workplace equality, and the steps that companies need to be taking now. Our guest host on this episode is Annie Weckesser, the Chief Marketing Officer of Uniphore. Our first guest on this episode is the Chief Technology & Innovation Officer of National Grid, Founder & Pr...
2023-03-0829 min
B2B EQRemixing Your Sales Strategy - Paula White - B2B EQ - Episode #5Taking the stage today is a globally recognized sales leader with 30+ years experience who combines her passions for music and leadership. She helps leaders remix their own style so they can leave a positive legacy that their people won't forget and drive results effectively. Joining us for this episode of B2B EQ is Author of the book “Side B: Remix Your Leadership Style”, CEO and Leadership DJ at Side B Consulting, Paula White. Paula is a sales superstar, and she shares her biggest tips for leaders looking to motivate their sales teams. In this episode, Tim and...
2023-03-0344 min
B2B EQUsing Video Based Platforms To Communicate More Clearly - Ethan Beute - B2B EQ - Episode #4On this episode of B2B EQ, we are joined by a leader in B2B Sales and marketing. And an advocate of human connection. He has spent the past decade helping business professionals be more personal and human through simple video messages. Today’s guest is the host of the Customer Experience podcast, author of “Human-Centered Communication” and “Rehumanize Your Business”, and the Chief Evangelist at BombBomb, Ethan Beute. Host Tim Harris interviews Ethan to learn more about the importance of curiosity and listening, the role an “evangelist” plays in B2B sales, and the value of video.Takeaways...
2023-02-2447 min
Conversations That Matter, a podcast from UniphoreThe Importance Of Context In Creating A Great Customer Experience - Alex Mead - Conversations That Matter - Episode #51On this episode of Conversations That Matter, we are joined by someone who has led multiple contact center improvements, via voice, digital, & social innovation, for global brands. He constantly strives to apply CX solutions that make life better for customers and he’s published numerous articles on what proper CX looks like. Joining the show today is Global Customer Service Experience Director at Customer Service Experience Leadership & Transformation, Alex Mead. On this episode, Randy Ksar and Alex will discuss when customers do and don’t want to talk to a human agent, when you should gather customer feedback, and the...
2023-02-2237 min
B2B EQBack To Basics - Jason Hubbard - B2B EQ - Episode #3He’s a growth marketing mastermind who has literally grown-up in startups. He’s helped to grow three top 100 Inc. Fastest Growing Private Companies and when it comes to achieving business growth, he is a force to be reckoned with. Jason Hubbard is the COO at RevGenius, and our guest on this episode of B2B EQ. Jason joins host Tim Harris to share the importance of intellectual curiosity, why you should create a community for your product users, and his favorite music festivals. Takeaways: One of the most important skills Jason looks for when hiring is i...
2023-02-1744 min
B2B EQUnderstanding The Problem - Casey Cheshire - B2B EQ - Episode #2On this episode of B2B EQ, our guest is a serial entrepreneur, marketing mastermind, and adventurer. He’s the author of Marketing Automation Unleashed and the host of the podcasts “Creating The Greatest Show” and “The Hard Corps Marketing Show”. Joining the show this week is none other than the Founder & Podcast Architect at Ringmaster Conversational Marketing, Casey Cheshire. Host Tim Harris interviews Casey and takes us on an exploration of the value of listening, why you should be giving your customers attention rather than trying to just get their attention, and the value of podcasting as a listening...
2023-02-1043 min
Conversations That Matter, a podcast from UniphoreUniphore’s Red Box Acquisition - Conversations That Matter - Episode #50With Uniphore’s recent acquisition of UK based company Red Box, you may have some questions. On this episode of Conversations That Matter we’re joined by Uniphore CEO Umesh Sachdev, and Red Box CEO Richard Stevenson. In this episode, you’ll learn more about Red Box, the strength of their platform, and details of what is to come down the line. Takeaways:Uniphore has recently acquired the UK based company Red Box.Red Box offers powerful voice capturing technology that captures the richest set of metadata to be fed into organizations. This technology will help Unipho...
2023-02-0811 min
B2B EQThe Importance Of Listening - Christopher Varites - B2B EQ - Episode #1Welcome to the first episode of B2B EQ! We're launching with an accomplished and dynamic professional who exemplifies the ideals of teamwork and collaboration. He’s seen the ins and outs of what it takes to make a successful team at the highest levels. Joining the show this week is Director of Revenue Operations Technology at Paycor, Chris Varites. Chris discusses the importance of listening as a RevOps lead, why you should lead how you want to be lead, and his typical Costco snack buys. Takeaways: The most important soft skill your RevOps team can ha...
2023-02-0341 min
Conversations That Matter, a podcast from UniphoreBuilding Best Practices For Conversational AI Design - Nathan Bishop - Conversations That Matter - Episode #49On this episode of Conversations That Matter, we’re joined by someone who loves building at the intersection of content and AI. As a previous consultant at Drift, he built, launched, and optimized enterprise conversational experiences for companies like HPE and Adobe. Welcome to the show, Senior Conversational AI Specialist at Discover Financial Services, Nathan Bishop! Nathan joins host Randy Ksar to break down a misconception around conversational AI, share some of the challenges a conversational designer faces, and talk about the future of the industry.Takeaways: One of the biggest misconceptions about AI is that th...
2023-02-0134 min
Conversations That Matter, a podcast from UniphoreB2B EQ - Tim Harris - Conversations That Matter - Episode #48Uniphore is excited to launch its newest podcast B2B EQ!On this episode of Conversations That Matter, host Randy Ksar chats with Tim Harris, Uniphore’s Director of Product Marketing and upcoming podcast host. Tim gives us a preview of what you can expect from the new podcast, and how EQ is something that anyone can improve. B2B EQ will be going live on February 3rd, 2023!Takeaways:Uniphore’s newest podcast B2B EQ dives into what it takes to build rapport with prospects, move deals forward, and explore the impo...
2023-01-2510 min
Conversations That Matter, a podcast from Uniphore2022 Best Of - Conversations That Matter - Episode #47Over the past year we have had so many amazing guests on Conversations That Matter. We learned so much from all the wonderful conversations with everyone we spoke to. Join us for a trip down memory lane as we round out the year and highlight moments from our most popular episodes. A huge thank you to all of the guests below for taking part in our show! We couldn’t have done it without you!Neal Sample - Member Board Of Directors at Wellfield Technologies, Inc.Orrin Webb - Founder of Enmocean...
2022-12-2809 min
Conversations That Matter, a podcast from UniphoreCreating A Frictionless Funnel - Todd Unger - Conversations That Matter - Episode #46Today’s guest is a transformational leader for the digital age, who with a decade of consumer marketing experience, believes that it’s always about the customer. He is the host of the AMA update podcast which covers healthcare topics affecting physicians and patients. Welcome to the show, CXO and SVP Marketing and Member Experience at The American Medical Association, Todd Unger. Todd joins host Randy Ksar for a LinkedIn live to clarify a CX myth, share his leadership style, and show how CX can create a frictionless funnel.Takeaways:You can’t treat CX as being...
2022-12-2130 min
Conversations That Matter, a podcast from UniphoreThere’s No AI Without IA - Seth Earley - Conversations That Matter - Episode #45Today's guest is an entrepreneur and Information Architect. He’s the host of the Earley AI Podcast and author of the book AI Powered Enterprise. Welcome to the show Founder and CEO of Earley Information Science, Seth Earley. On this episode of Conversations That Matter, Seth joins Host Randy Ksar for a livestream interview. Seth shares the behind the scenes on implementing AI, the importance of good data, the value of building vs buying, and the future of chatbots.Takeaways:A lot of companies think that simply implementing a chat bot or virtual assistant will solve al...
2022-12-1436 min
Conversations That Matter, a podcast from UniphoreCX Mailbag - Mike Aoki - Conversations That Matter - Episode #44Welcome to another CX mailbag! Today’s guest is a certified CXpert who has been picked as a ICMI Top 25 thought leader for the past 7 years. Mike Aoki is the President at Reflective Keynotes Inc, and the guest speaker on this episode of Conversations That Matter. Mike sits down with host Randy Ksar to answer CX questions from the community, bust a CX myth, discuss ways to boost employee experience, and explore how he trains frontline agents in contact centers. Takeaways: Net Promoter Scores are not owned by just the contact center, but rather the whole or...
2022-12-0732 min
Conversations That Matter, a podcast from UniphoreCX Nightmares - Call Center Life - Conversations That Matter - Episode #41Maddening plotlines. Mercurial characters. Unexpected outcomes. Is it an episode of The Twilight Zone or a day in the life of a call center agent? From seething callers to self-defeating processes—agents today deal with a lot. (It’s no wonder that poor agent experience is leading to record disengagement and turnover.) But just how bad—or how strange—can customer interactions get? Let’s count down the top four call center crime in this episode of Conversations that Matter, a podcast by Uniphore. Links discussed in this episode:CX Nightmares - https://ww...
2022-10-2910 min
Sales Enablement Innovation“Don’t forget that sales is about people”, with Marie Brunet, UniphoreKey talking points:Her journey from engineering, to sales, to sales leadershipMoving from Facebook to a startup environment at UniphoreThe benefits of Uniphore’s Q for SalesWhy women remain underrepresented in salesAnd more!This podcast was brought to you by Uniphore - and find out more about Uniphore and their industry-leading Q for Sales - Emotion Intelligence for Revenue Teams - at uniphore.com.
2022-10-0718 min
Conversations That Matter, a podcast from UniphoreUniphore CX Day Live Stream - Shawn Nason & Jeannie Walters - Conversations That Matter - Episode #36Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field.
2022-10-0658 min
Conversations That Matter, a podcast from UniphoreUniphore CX Day Live Stream - Shawn Nason & Jeannie Walters - Conversations That Matter - Episode #36Live from the Uniphore Studios in sunny California, it’s the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field. Today’s guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer at MOFI. On this episode, Jeannie and Shawn chat with host Randy Ksar to debunk some CX myths and answer questions from the audience.Takeaways:CX Myth: “CX is not a business strategy”. To properly build a robust CX platform...
2022-10-0658 min
Tech SalescraftEmpowered to make Mistakes | Tech Salescraft with Marie Brunet, Global VP of Sales at UniphoreWelcome back to a new episode of Tech Salescraft! And this time James is delighted to be joined by Marie Brunet, Global VP of Sales at Uniphore.Having worked at globally recognised firms (including Facebook!), Marie exposes us to her varied career, and what such a diverse professional journey has taught her. Marie empowers us to make mistakes. We are reminded just how important the working environment is in boosting our development; and if that space doesn't allow you to fail, you're not going to learn. This intrinsically links to Marie's thoughts on self-reflection and dev...
2022-07-1226 min
Notepad with Ibrahim SaniIbrahim Sani's Notepad: UniphoreIntroducing emotions in Artificial Intelligence is the next big thing in Machine Learning. Ibrahim Sani speaks with Ravi Saraogi, Co-founder and President of Uniphore APAC, on how to make this possible.
2022-04-2325 min
Forbes India - Tech ConversationsUmesh Sachdev on explaining ‘unicorn status’ to his daughter, IPO plans, and the billion-dollar ambition at UniphoreOur guest today is Umesh Sachdev, co-founder and CEO of Uniphore, conversational automation and AI platform provider to some of the biggest companies in the world. In this episode, Umesh talks about the ambition to become the go-to AI layer in any conversation, and the roadmap ahead as an India-born Silicon Valley unicorn with the ambition of hitting a billion dollars in revenue as well.
(00:40) Intro to Forbes India’s The Daily Tech Conversation
(00:54) Our guest today — Umesh Sachdev, co-founder and CEO of Uniphore
(01:50) A snapshot of Uniphore’s founding and growth thus far into a conv...
2022-03-2140 min
Conversations That Matter, a podcast from UniphoreEp. 8 - A Sneak Peek at Uniphore Converse 2022Uniphore Converse 2022 is right around the corner—March 1st to be exact.
2022-02-2408 min
Conversations That Matter, a podcast from UniphoreEp. 29 - A Sneak Peek at Uniphore Converse 2022Uniphore Converse 2022 is right around the corner—March 1st to be exact. Joining the show to offer a sneak peek on what to expect from this year’s event is Sylvain Tremblay, SVP of Video AI and Emotional Intelligence (EQ) Solutions at Uniphore.We discuss:- Sylvain’s background in AI and video- The four components of EQ- How EQ relates to leadership- The announcements to look forward to at Uniphore Converse 2022Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www...
2022-02-2408 min
One Thing Today in TechUniphore raises $400 mln, valued $2.5 bln; IBM acquires Neudesic; Top 10 percent of global population emit half of CO2 — studyUniphore, a conversational automation tech company, yesterday announced its Series E funding round of $400 million, led by NEA, at a valuation of $2.5 billion. IBM has acquired Neudesic, a cloud consultancy. And the top 10 percent of the global population, by consumption, are responsible for almost half of the carbon emissions on the planet, a new study has found.
Notes:
Uniphore raises $400 million in Series E funding
Uniphore, a conversational automation tech company, yesterday announced its Series E funding round of $400 million, led by NEA, at a valuation of $2.5 billion. This brings Uniphore’s total fu...
2022-02-1704 min
Conversations That Matter, a podcast from UniphoreEp. 28 - An Overview of Emotion AIAs of right now, machines do not have the capability to peer into a human’s soul and see what they’re truly feeling at any given moment.However, humans are always giving off signals, and machines could use these signals as a source of information to understand emotions.In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, provides an overview of how emotion AI works.Patrick shares:- The limits to a machine’s understanding of human emotion- How humans give off signals- Ho...
2022-02-0905 min
Conversations That Matter, a podcast from UniphoreEp. 27 - Understanding Non-Verbal Communication w/ Multimodal UnderstandingIn past episodes, we’ve talked about teaching machines to understand human language.But what about understanding other modes of communication like tone of voice or gestures?That’s where multimodal understanding comes into play.In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to know about it.Patrick shares:- What it is- How it works- Why it’s importantKeep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.
2022-02-0906 min
Conversations That Matter, a podcast from UniphoreEp. 26 - Natural Language Understanding: How Machines Comprehend Human SpeechA person can easily understand all the nuances of human language. It’s far harder, however, to teach a computer how to do it.But that’s exactly what’s happening with natural language understanding.In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to know about it.Patrick shares:- What it is- How it works- The challenges it overcomesKeep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.Have...
2022-01-2805 min
Conversations That Matter, a podcast from UniphoreEp. 25 - An Overview of Conversational AIYou’ve probably heard quite a bit about AI out in the world.But do you know what conversational AI is?In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, explains everything you need to know about it.Patrick shares:-What it is-Devices that use conversational AI-How businesses can use itKeep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.Have a suggestion for another AI term Patrick should talk about or want to...
2022-01-1805 min
Conversations That Matter, a podcast from UniphoreEp. 24 - The What, Why & How of Conversational AutomationConversational automation is a term that is often bandied about when talking about AI. So, you might be wondering, what exactly is conversational automation?In this episode, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, shares everything you need to know about it.Patrick explains:- What conversational automation is- Why it’s helpful- How it’s used by enterprisesKeep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.Have a suggestion for another AI term...
2021-12-0804 min
Conversations That Matter, a podcast from UniphoreEp. 23 - The Future of AI with IDC AI Analyst Hayley SutherlandSpeech-to-text has improved a lot. It doesn’t mean that AI is the modern-day Skynet, seeking to steal all of our information or take over our world.Special Guest Host, Patrick Ehlen, interviewed Hayley Sutherland in January 2021 about what’s really going on in the world of conversational AI. Hayley is the Senior Research Analyst, Conversational AI, at IDC.In this episode we:-Reflect on the past 12 months of AI advancement-Break down AI’s response to highly contextualized situations-Forecast AI’s greatest milestones for the next five years
2021-11-1713 min
Conversations That Matter, a podcast from UniphoreEp. 22 - Conversational AI: Teaching a Computer to Understand Human LanguageThe term “artificial intelligence” was coined way back in the 1950s by a group at Dartmouth that wanted to see if they could teach these new things called computers to do a lot of the smart things that people do.The lessons continue to this day.Our guest, Patrick Ehlen, Vice President of Artificial Intelligence at Uniphore, leads the team that is figuring out how to get computers to grasp some of the more complicated things that humans do—namely, understanding language.In this episode, we learn about his journey with AI.We d...
2021-11-1022 min
IT VisionariesCreating Super Call Center Agents with Umesh Sachdev, Co-founder and CEO of UniphoreDisruption is a word that gets thrown around a lot in business. It’s curious because most people don’t want their day to day to be disrupted in regular life. People don’t just casually offer up the phrase, “I can’t wait for some disruption today.” But that’s why it’s absolutely necessary. It helps to change things up and see the world differently. Umesh Sachdev, the Co-founder and CEO of Uniphore, explains how he first realized the call center industry was ready for an evolution.Main TakeawaysCreating Super Call Center Agents: A.I. in conjunct...
2021-11-0940 min
Conversations That Matter, a podcast from UniphoreEp. 21 - Uniphore & Jacada: A Revolution in Customer ExperienceDue to a new partnership, conversational AI and automation capabilities are about to be brought together for the first time in our industry. This pairing marks the start of a revolution unlike any seen in the CX space.In this special episode, we bring you a discussion about the recent acquisition of Jacada by Uniphore.Special Guest Host, Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, welcomes Umesh Sachdev, CEO and Co-Founder at Uniphore, and Yochai Rozenblat, Former CEO at Jacada, to talk about how the partnership will benefit their customers and the...
2021-10-2729 min
Conversations That Matter, a podcast from UniphoreEp. 20 - A CX Day Conversation w/ Subreina ThelwellThe CX team is the face of the company. The customer relationships they build and nurture are the basis for both short-term and long-term success.On CX day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell, Senior Customer Success Manager at Uniphore, and answered your burning questions about the function.We discussed:-Why CX is a team sport-What CX leaders should focus on-How to encourage sales to focus on CX-What skills...
2021-10-2036 min
Conversations That Matter, a podcast from UniphoreEp. 19 - Making WISE Experiences with Dan GingissYou don’t get three strikes. You really only get one.Few of us remember the last extraordinary experience we had with a brand, but all of us remember the last negative one.How do we create customer experiences that are remarkable?In this episode, we interview Dan Gingiss, Chief Experience Officer at The Experience Maker and author of The Experience Maker, about the four keys to creating experiences that customers want to talk about.Join us as we discuss:-The WISE acronym: witty, immersive, shareable, and extraordinary...
2021-09-1531 min
Conversations That Matter, a podcast from UniphoreEp. 18 - Humanizing the Digital Experience with Dipu KV, Bajaj Allianz GeneralDigital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale.But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch.In this episode, we speak with Dipu KV, President & Head of Operations and Customer Service at Bajaj Allianz General, about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.We discuss:-New CX innovations in the insurance in...
2021-09-0219 min
Conversations That Matter, a podcast from UniphoreEp. 17 - Improving After-Call Work with AutomationAfter-call work is the work that call center employees must perform after each call, which ballparks at 2.5 minutes per call. Imagine how much the entire process would improve if we could reduce that by just 30 or 40% with more automation!In this episode, host Randy Ksar interviewed Vijai Shankar, Vice President Product Marketing & GTM at Uniphore, about the role of automation in after-call work.What we talked about:The burden of after-call workHow automation enhances agents and the customer experienceTranscription engine and summarization — keys for future efficiencyCheck out this resource we mentioned during th...
2021-06-0921 min
Conversations That Matter, a podcast from UniphoreEp. 15 - Zooming In & Out at a Contact Center w/ Heather ArthurAt some point in your career, you'll feel overwhelmed, stressed, and purposeless. At any one time, at least one of your team members feels that way, too. That's why it's important to positively impact people every day. And you can't do that if you don't have the right perspective.How do you get the right perspective? By zooming in and out — keeping both the big picture and the needs of your team members in view.On this special episode of Uniphore’s Conversations that Matter, our guest is Heather Arthur, Vice President, Rogers Customer Care Oper...
2021-05-0632 min
ABM Done Right - A Personal ABM PodcastWhy Product Marketing Drives ABM at UniphoreSend us a textVijai Shankar, VP of Product Marketing for Uniphore, says that the biggest mistake companies can make when it comes to ABM is to have demand gen and other "marketing areas" drive ABM programs. Account-based sales and marketing is a business strategy where leadership, sales, marketing and account management teams work together to get more accounts to revenue and existing accounts to greater revenue. Product marketing is the connector between the teams and ABM should be part of their revenue engine. When you hand ABM to demand gen, ABM often turns into a...
2021-05-0545 min
CFO THOUGHT LEADER683: When It’s Time to Sit in the Driver’s Seat | Stéphane Berthier, CFO, UniphoreWhen Stéphane Berthier joined Uniphore of Palo Alto, CA, as CFO this past January, the move no doubt raised more than a few Silicon Valley eyebrows. For more than two decades, Berthier had served a list of prestigious Bay Area tech companies as a top audit partner for PricewaterhouseCoopers, where his impressive tenure had originally been kicked off by his relocation from France to better serve one of the firm’s most coveted Silicon Valley clients: Hewlett-Packard. During the next two decades, Berthier would become inducted into Silicon Valley’s coterie of familiar advisors and c...
2021-03-1740 min
Conversations That Matter, a podcast from UniphoreEp. 12 - The Global Outlook for AI and Automation in the Enterprise w/ John Chambers & Andrea AyersWhat technology will have a bigger impact than the internet? Artificial Intelligence (AI). Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers. On this podcast, Andrea Ayers, Former President and CEO of Convergys and John Chambers, Former Chairman and CEO of Cisco and CEO of JC2 Ventures, have a conversation with guest-host Jeff Frick about AI and automation in the enterprise including:• How CEOs view AI and Machine Learning• What the future use cases of A...
2021-02-1638 min