Ilai Szpiezak - We Know That We Need to Know What We Don't Know
Ilai Szpiezak, Co-Founder at Dolphin AI, explores how businesses can unlock the power of customer insights hidden in everyday interactions. He reveals the potential of contact centers as rich data sources that guide product innovation and increase retention. He shares the impact of empathy, technology, and organizational alignment on customer satisfaction. Finally, he underscores how focusing on the voice of the customer reshapes a company’s strategic direction.
WOW-24-7
Contact Centers
What’s Inside [1:55] Introduction to Ilai Szpiezak [26:53] Full Podcast Episode [2:50] Full Episode Highlights [1:20] Proactively Mining Customer Perspectives for Remarkable CX Growth [3:46] Filtering and Routing Critical Customer Data and Insights [3:14] Understanding Internal Customer’s Needs to Enhance Customer Experience [3:39] Leveraging Contact Center Insights to Generate New Revenue Streams [1:35] The Role of Leaders in Championing the Customer Voice for Growth [3:18] Leveraging Data and AI to Enhance Customer Service [3:29] CX as a Differentiator Through Data, Empathy, and Execution [1:46] Act Now: Let Customer Feedback Guide Your Future [0:53] Short - Filtering and Routing Critical Customer Data and Insights [0:30] Short - Leveraging Data and AI to Enhance Customer Service
Full Episode "We should keep an open mind that the data can inform us of what we need to know, not always what we want to know.." - Ilai Szpiezak
(2:50 Video) Full Episode Highlights
(1:20 Video) Proactively Mining Customer Perspectives for Remarkable CX Growth “It always comes back to thinking about the customer's perspective. There is a reason a customer reaches out to the company—something they are trying to solve or cannot solve on their own. That is what we need to understand from the company's perspective..” - Ilai Szpiezak
(3:46 Video) Filtering and Routing Critical Customer Data and Insights “We need to bring all data into one place, then analyze, segment, and route it appropriately. It's about discarding the noise and focusing on what matters.” - Ilai Szpiezak
(3:14 Video) Understanding Internal Customer’s Needs to Enhance Customer Experience "Go talk to your internal teams to understand what they want to learn from their customers. As the company grows, the distance between these teams and the customer increases, creating a gap that we need to bridge." - Ilai Szpiezak
(3:39 Video) Leveraging Contact Center Insights to Generate New Revenue Streams “If we consider contact center insights as both pre-sales and post-sales activities, there is a wealth of data from the pre-sales phase regarding the blockers customers mention, their hesitations, and the frequency of similar questions they ask.” - Ilai Szpiezak
(1:35 Video) The Role of Leaders in Championing the Customer Voice for Growth “A leader's primary responsibility is to serve the customer. First and foremost, they lead a function designed to serve the customer. However, an equally important task is to be the eyes, ears, and voice of the customer within the organization.” - Ilai Szpiezak
(3:18 Video) Leveraging Data and AI to Enhance Customer Service “As new technology helps us to have more time in our hands while providing a great customer service, we can take advantage of that time to better understand the data and to better make recommendations that help us then deliver a better service.” - Ilai Szpiezak
(3:29 Video) CX as a Differentiator Through Data, Empathy, and Execution “I think customer experience is directly connected to listening to your customers and using empathy—not just doing what they say, but deciphering what they need. I also believe that’s a very challenging job that requires focus and a deep understanding of your customers. When you talked about CX as a differentiator, I think this idea connects to that.” - Ilai Szpiezak
(1:46 Video) Act Now: Let Customer Feedback Guide Your Future “What we do today can be the compass of what we do tomorrow.” - Ilai Szpiezak
YOUTUBE SHORT: Filtering and Routing Critical Customer Data and Insights “We need to bring all data into one place, then analyze, segment, and route it appropriately. It's about discarding the noise and focusing on what matters.” - Ilai Szpiezak
YOUTUBE SHORT: Leveraging Data and AI to Enhance Customer Service “As new technology helps us to have more time in our hands while providing a great customer service, we can take advantage of that time to better understand the data and to better make recommendations that help us then deliver a better service.” - Ilai Szpiezak
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