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Not Another Bot: The Generative AI Show - The Velcro Principle: Aligning Values, Leadership, and Reputation In Customer Service with Yoram Baltinester, VP of CS at Trilogy

The Velcro Principle: Aligning Values, Leadership, and Reputation In Customer Service with Yoram Baltinester, VP of CS at Trilogy

02/20/24 • 41 min

Not Another Bot: The Generative AI Show
Generative AI is taking center stage, but is your enterprise still watching from the sidelines? Come on in, and let's fix that!Welcome to Not Another Bot: The Generative AI Show, where we unpack and help you understand the rapidly evolving space of conversational experiences and the technology behind it all. I’m your host, TJ, and today, we are pleased to welcome Yoran Baltinester, Vice President of Customer Service, at Trilogy, a SaaS platform enabling software companies to become more efficient and profitable by streamlining business processes.Join them as they discuss the importance of a customer-centric culture and reputation management in the evolving world of conversational experiences. They also explore the impact of AI on customer support dynamics and brand reputation. Yoram's advice is encapsulated in the acronym Velcro, emphasizing the interconnectedness of values, leadership, customer experience, reputation, and market ownership. Here are some key touchpoints that we cover in this episode:
  • Yoram’s journey from an entrepreneur to an author and coach
  • The relationship between customer success, support, and a brand's reputation
  • The impact of AI and automation on customer support dynamics and brand reputation
  • Significance of customer engagement metrics like CSAT and NPS in sculpting and preserving a brand's image
  • Yoram unpacks the Velcro principle
Yoram is a customer-centric culture implementer and passionate about making Customer Success, Customer Support, and Customer Service teams, systems, and processes run better, and has successfully implemented it repeatedly at both small and large companies. His native environment is a B2B or B2C SaaS company from the early stages to series B. Yoram has over 24 years of experience in the customer service domain. He is a 2X International best-selling author and a transition coach at the Honor Foundation. Episode Resources:Not Another Bot: The Generative AI Show is handcrafted by our friends over at: fame.so
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Generative AI is taking center stage, but is your enterprise still watching from the sidelines? Come on in, and let's fix that!Welcome to Not Another Bot: The Generative AI Show, where we unpack and help you understand the rapidly evolving space of conversational experiences and the technology behind it all. I’m your host, TJ, and today, we are pleased to welcome Yoran Baltinester, Vice President of Customer Service, at Trilogy, a SaaS platform enabling software companies to become more efficient and profitable by streamlining business processes.Join them as they discuss the importance of a customer-centric culture and reputation management in the evolving world of conversational experiences. They also explore the impact of AI on customer support dynamics and brand reputation. Yoram's advice is encapsulated in the acronym Velcro, emphasizing the interconnectedness of values, leadership, customer experience, reputation, and market ownership. Here are some key touchpoints that we cover in this episode:
  • Yoram’s journey from an entrepreneur to an author and coach
  • The relationship between customer success, support, and a brand's reputation
  • The impact of AI and automation on customer support dynamics and brand reputation
  • Significance of customer engagement metrics like CSAT and NPS in sculpting and preserving a brand's image
  • Yoram unpacks the Velcro principle
Yoram is a customer-centric culture implementer and passionate about making Customer Success, Customer Support, and Customer Service teams, systems, and processes run better, and has successfully implemented it repeatedly at both small and large companies. His native environment is a B2B or B2C SaaS company from the early stages to series B. Yoram has over 24 years of experience in the customer service domain. He is a 2X International best-selling author and a transition coach at the Honor Foundation. Episode Resources:Not Another Bot: The Generative AI Show is handcrafted by our friends over at: fame.so

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undefined - AI Integration for Human Augmentation in Healthcare: Insights from Ganesh Padmanabhan, Founder and CEO of Autonomize

AI Integration for Human Augmentation in Healthcare: Insights from Ganesh Padmanabhan, Founder and CEO of Autonomize

Generative AI is taking center stage, but is your enterprise still watching from the sidelines? Come on in, and let's fix that!Welcome to Not Another Bot: The Generative AI Show, where we unpack and help you understand the rapidly evolving space of conversational experiences and the technology behind it all. I’m your host, TJ, and today, we are pleased to welcome Ganesh Padmanabhan, Founder and CEO of Autonomize, a human-centered AI company that automates insights from multi-structured clinical and biomedical data to augment healthcare outcomes. Join us as we discuss the integration of AI in human augmentation and its potential impact on the healthcare industry. We explore the benefits and challenges of AI, particularly in healthcare, and emphasize the importance of maintaining a balance between enhancing human capabilities and respecting individual rights.Here are some key touchpoints that we cover in this episode:

  • The potential for AI to augment human intelligence and capabilities
  • Ethical concerns around generative AI
  • The need for collaboration between AI developers and users
  • The future of augmented reality
Ganesh is an accomplished business executive, entrepreneur, podcast host, and founder with deep expertise in data and AI-related businesses. He is passionate about using technology to solve the biggest challenges of humankind and is an advocate of the power of AI to augment human potential. He emphasises the ethical use of data and AI and using technology as a global equalizer to create opportunities for all.
Episode Resources:Not Another Bot: The Generative AI Show is handcrafted by our friends over at: fame.so

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undefined - The Challenges and Long Road Ahead in AI Development and Deployment with Ayman Husain of Microsoft

The Challenges and Long Road Ahead in AI Development and Deployment with Ayman Husain of Microsoft

Generative AI is taking center stage, but is your enterprise still watching from the sidelines? Come on in, and let's fix that!Welcome to Not Another Bot: The Generative AI Show, where we unpack and help you understand the rapidly evolving space of conversational experiences and the technology behind it all. I’m your host, TJ, and today, we are pleased to welcome Ayman Husain, Director of Customer Success, Data, AI and Advanced Analytics, and Azure Intelligent Cloud at Microsoft. Join us as we discuss the importance of data protection in industries and the potential biases that can arise when training AI models on limited data. Ayman uses healthcare as an example, emphasizing the need for diverse genetic data to ensure medicine works for all populations. We also explore the impact of AI in creative industries, such as content creation, and the need for continuous learning and education in the field of AI. The conversation concludes with a recognition of the long path ahead in AI development and deployment.Ayman is a seasoned technologist and change leader who specializes in artificial intelligence, big data, and cloud-first native application design. With a focus on customer success, he helps Microsoft customers navigate their digital transformation with a digital-first journey, built and powered by Microsoft solutions such as Azure Open AI, Microsoft Azure, Microsoft 365, and Microsoft Dynamics 365. His expertise in cloud, high-performance computing, and hyper-scaling data centers enables him to deliver innovative and resilient solutions that help businesses thrive in today's rapidly evolving technological landscape. Episode Resources:

Not Another Bot: The Generative AI Show is handcrafted by our friends over at: fame.so

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<a href="https://goodpods.com/podcasts/not-another-bot-the-generative-ai-show-380091/the-velcro-principle-aligning-values-leadership-and-reputation-in-cust-54265982"> <img src="https://storage.googleapis.com/goodpods-images-bucket/badges/generic-badge-1.svg" alt="listen to the velcro principle: aligning values, leadership, and reputation in customer service with yoram baltinester, vp of cs at trilogy on goodpods" style="width: 225px" /> </a>

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