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Episode 9:Contact Center of the Future – Part 1

July 5, 2021 / With Chris Gayner / 39:37

When it comes to Customer Experience (CX), we are demanding and unforgiving. A recent study from Microsoft on CX found that 90% of customers place a significantly high value on...
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Episode 8:Technology Spotlight: Process Mining, Task Mining, and Process Intelligence

June 16, 2021 / With Chris Gayner / 22:22

‘What is going on in my business?’ This seemingly simple question is one that many executives struggle to answer. Thankfully, there are technologies designed to help make questions like these...
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Episode 7:Technology Spotlight: What is Intelligent Document Processing (IDP)?

June 16, 2021 / With Chris Gayner / 19:28

What is Intelligent Document Processing (IDP)? How do you define it? What does it cover? Why is it essential for business leaders – and why now? In a special edition...
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Episode 6:The Evolution of Conversational AI – Part 2

April 7, 2021 / With Chris Gayner / 37:43

In Part 1 of 'The Evolution of Conversational AI', we discussed some key developments, such as: Nearly 30% of the population with access to the internet now uses voice search...
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Episode 5:The Evolution of Conversational AI: Part 1

March 31, 2021 / With Chris Gayner / 34:28

Conversational Artificial Intelligence (AI) has come a long way from early projects such as MIT’s ELIZA (1964) and PARRY (1972) to the Jabberwacky (1981) and “Eugene Goostman” (2001). All of...
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Episode 4:Rise of the Citizen Developer

March 24, 2021 / With Chris Gayner / 45:43

Interest in the concept of the ‘citizen developer’ has increased as enabling tools like RPA, Cloud, Workflow and other Intelligent Automation technologies gain traction. This was spurred on in 2020,...
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Episode 3:Planning and Organizing a Virtual Team

March 17, 2021 / With Chris Gayner / 31:25

Organizing virtual, disparate, or dispersed teams is a mammoth task at the best of times. With the right approach, businesses can expect open work environments where teams can self-organize, support each...
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Episode 2:Empowering a Dispersed Team to Operate Effectively

March 10, 2021 / With Chris Gayner / 36:26

Considering Covid-19, the immediate reaction most companies had to deal with was getting people set up, connected, and productive in an extremely distributed manner. Then, once people were set up...
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Episode 1:Enabling Leaders to Lead and Managers to Manage a Distributed Workforce

March 3, 2021 / With Chris Gayner / 36:47

Today, business leaders are faced with an enormous situation – steering the proverbial ship through a sea of uncertainty while ensuring our critical asset, people, remain engaged, motivated, happy, collaborative,...
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