SummaryIn this episode of CEX Talks, Abhinandan Jain and Brad Shaw, CEO of LivePro, discuss the evolving landscape of customer experience, emphasizing the critical role of knowledge management in contact centers. They explore the challenges faced by agents, the empathy gap at the executive level, and the impact of AI on customer service. The conversation also touches on cultural differences in customer expectations, the importance of ROI in a cost center environment, and the future of knowledge management in a hybrid workforce. Brad shares insights on building tech companies in Australia and scaling challenges in global markets, concluding with advice for leaders looking to enhance customer experience.Chapters00:00 Introduction to Customer Experience Evolution02:48 The Journey from Coaching to Knowledge Management04:41 The Importance of Knowledge Management in Contact Centers07:26 Agent Experience and Empathy Gaps09:45 ROI and the Cost Center Dilemma12:04 Cultural Differences in Customer Expectations14:38 AI's Role in Customer Service17:09 Misconceptions and Fears Surrounding AI19:43 Preparing for a Hybrid Workforce22:08 BPOs and the Future of Customer Service24:26 Building Tech Companies in Australia27:10 Scaling Challenges in International Markets29:24 The Future of Knowledge Management and AI32:08 Final Thoughts and Advice for LeadersKeywords#customerexperience, #knowledgemanagement, #contactcenters, #AI, #empathy, #ROI, #BPO, #cultur, #hybridworkforce, #techcompanies, #australia, #australiatech, @cextalks, @livepro, #podcasts

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