CSAT and NPS are dead. Good Riddance. With Richard Smullen
06/12/24 • 69 min
Richard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational experiences.
Tune in to find out why CSAT and NPS are dead, why happiness should be your true north KPI, the future of the contact centre and what we’ll do with all the jobless call centre workers **grits teeth**. Learn the 4 missing pieces of your AI strategy and why you’re struggling to fill them.
Myself and Richard share so many similar perspectives on how to do AI right in the enterprise. This will be a bone shattering journey of cognitive dissonance if you’re not open to change. Be open. Dive in.1
Hosted on Acast. See acast.com/privacy for more information.
Richard Smullen is the CEO of Pypestream, an AI automation platform making waves with its approach to design and operationalising conversational experiences.
Tune in to find out why CSAT and NPS are dead, why happiness should be your true north KPI, the future of the contact centre and what we’ll do with all the jobless call centre workers **grits teeth**. Learn the 4 missing pieces of your AI strategy and why you’re struggling to fill them.
Myself and Richard share so many similar perspectives on how to do AI right in the enterprise. This will be a bone shattering journey of cognitive dissonance if you’re not open to change. Be open. Dive in.1
Hosted on Acast. See acast.com/privacy for more information.
Previous Episode
How we built AI assistant, Sandy, with loveholidays
The loveholidays AI team join us to share their lessons learned from implementing the award-winning AI assistant, Sandy.
Eugene Neale, Director of Business IT and CX Engineering, and Tom Smith, Telecommunications Operations Manager at loveholidays, the UK's fastest growing and largest online travel agent, share use cases, lessons learned and best practices from years spent designing and building Sandy with Google DialogFlow.
Subscribe to https://vux.world/subscribe for weekly updates on how to implement AI effectively in your organisation.
Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/
Hosted on Acast. See acast.com/privacy for more information.
Next Episode
Traversing the uncanny valley with Falene McKenna
Falene McKenna is arguably the most charismatic member of the conversation design community. With a wealth of experience in conversation design particularly as it pertains to robots!
Falene join me to share lessons learned in designing conversations for robots and specifically about the uncanny valley: what it is, why it matters and whether we can or should cross it.
Visit Falenes LinkedIn
Check out Lingua Robotica
Hosted on Acast. See acast.com/privacy for more information.
If you like this episode you’ll love
Episode Comments
Generate a badge
Get a badge for your website that links back to this episode
<a href="https://goodpods.com/podcasts/vux-world-481152/csat-and-nps-are-dead-good-riddance-with-richard-smullen-64383616"> <img src="https://storage.googleapis.com/goodpods-images-bucket/badges/generic-badge-1.svg" alt="listen to csat and nps are dead. good riddance. with richard smullen on goodpods" style="width: 225px" /> </a>
Copy