Cameron Weeks's guest appearances

Cameron Weeks

Amazing Business Radio

TalkingHeadz Podcast

The Experience Maker Show

Rowan Trollope

Michael Bungay Stanier

Dan Miller

Daniel Ramsey

Sarah Petty

Marc Elliot

John Ruhlin

Augie Ray

Mathilde Collin

Jesse Cole

Cory Doctorow

Jeff Lawson

Danny Meyer

John Jantsch

Michael Redbord

OwlTail

Evan and Dave chat with Cameron Weeks (Twitter/LinkedIn), CEO and co-Founder of Edify. We strive to have guests that span the industry, and this episode has it it all. That's because Edify offers UCaaS, CCaaS, and CPaaS. Actually, that's not even broad enough. Cameron and Team Edify are on a mission to redefine business communications, cloud, omnichannel, and customer engagement. He believes that the technologies today enable a totally new approach: Cameron Weeks is the driving force behind Edify Labs. The company is only two years old, but has decades of experience behind it. The hardest part is getting prospects to realize that they can order off the established menu. 

<a href="https://www.linkedin.com/in/evankirstel/" rel="nofollow" target="_blank">Evan</a> and <a href="https://www.linkedin.com/in/davemichels/" rel="nofollow" target="_blank">Dave</a> chat with Cameron Weeks (<a href="https://twitter.com/cameronweeks" rel="nofollow" target="_blank">Twitter</a>/<a href="https://www.linkedin.com/in/cameronweeks/" rel="nofollow" target="_blank">LinkedIn</a>), CEO and co-Founder of <a href="https://www.edify.cx/" rel="nofollow" target="_blank">Edify</a>.  We strive to have guests that span the industry, and this episode has it it all. That's because Edify offers UCaaS, CCaaS, and CPaaS. Actually, that's not even broad enough. Cameron and Team Edify are on a mission to redefine business communications, cloud, omnichannel, and customer engagement. He believes that the technologies today enable a totally new approach:  Cameron Weeks is the driving force behind Edify Labs. The company is only two years old, but has decades of experience behind it. The hardest part is getting prospects to realize that they can order off the established menu.

TalkingHeadz with Cameron Weeks, CEO of Edify

Top Takeaways:-      Many customers believe that companies don’t about customer service. If this were true, the customer support center or department would not exist. However, companies don’t often have the technological tools to provide a great experience.-      The customer support department and contact centers have undergone a change over the past decade. They are no longer viewed as a cost, but a source of profit.-      Frontline customer service agents have valuable information and data about the customer. Ideally, this information will trickle up to management and leadership to further improve CX.-      The life of a customer service representative can be difficult and there is often a high turnover rate in these positions. Sources of difficulty and stress include upset customers, a lack of resources and frustration with technology they are using (the need to switch between too many programs).-      Companies need to examine what they ask of their CX agents and work to eliminate points of difficulty and stress. If agents are treated better, they will treat customers better.-      It is crucial for companies to adopt an omnichannel system for customer communication. This allows for customers to have a single conversation with a company that spans over multiple channels, rather than a separate conversation on each channel.-      Machine learning and similar technology is now a requirement to deliver a good customer experience.-      Technology can assist companies in proactive service—reaching out to customers before a problem arises. -      Before deploying machine learning, AI and other tech to your customers, utilize it internally first. Use new technology to create a better employee experience, and it will result in a better customer experience down the line.Quote:“Machine learning is not an option in customer service anymore. It is a requirement.”About:Cameron Weeks is co-founder and CEO of Edify Labs. He guides the team to think and act differently when it comes to changing the way companies connect with their customers and employees interact with each other. Learn more about your ad choices. Visit megaphone.fm/adchoices

Top Takeaways:-      Many customers believe that companies don’t about customer service. If this were true, the customer support center or department would not exist. However, companies don’t often have the technological tools to provide a great experience.-      The customer support department and contact centers have undergone a change over the past decade. They are no longer viewed as a cost, but a source of profit.-      Frontline customer service agents have valuable information and data about the customer. Ideally, this information will trickle up to management and leadership to further improve CX.-      The life of a customer service representative can be difficult and there is often a high turnover rate in these positions. Sources of difficulty and stress include upset customers, a lack of resources and frustration with technology they are using (the need to switch between too many programs).-      Companies need to examine what they ask of their CX agents and work to eliminate points of difficulty and stress. If agents are treated better, they will treat customers better.-      It is crucial for companies to adopt an omnichannel system for customer communication. This allows for customers to have a single conversation with a company that spans over multiple channels, rather than a separate conversation on each channel.-      Machine learning and similar technology is now a requirement to deliver a good customer experience.-      Technology can assist companies in proactive service—reaching out to customers before a problem arises. -      Before deploying machine learning, AI and other tech to your customers, utilize it internally first. Use new technology to create a better employee experience, and it will result in a better customer experience down the line.Quote:“Machine learning is not an option in customer service anymore. It is a requirement.”About:<a href="https://www.linkedin.com/in/cameronweeks/" rel="nofollow" target="_blank">Cameron Weeks</a> is co-founder and CEO of <a href="https://www.edify.cx/" rel="nofollow" target="_blank">Edify Labs</a>. He guides the team to think and act differently when it comes to changing the way companies connect with their customers and employees interact with each other. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

Machine Learning in the Customer Experience Featuring Cameron Weeks