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Punk CX: Customer Experience Insights with Adrian Swinscoe

Adrian Swinscoe | Customer Experience Strategy Expert

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Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service. Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new tec ...
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Your School Communications Scoop covers topics and best practices for K-12 schools. Whether it is tips for improving school customer service, strategies on how to market your school, or ways to use your school website and social media to build a respected school brand and increase enrollment, you'll find proven, effective advice from the experts at School Webmasters, LLC.
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Smart Strategies: AI Meets Marketing explores the intersection of cutting-edge AI technology and innovative marketing techniques. Each episode dives deep into how AI is transforming the way businesses engage customers, optimize campaigns, perform daily workflows, and drive growth. Whether you’re a seasoned marketer or just starting, this podcast provides actionable insights and expert advice to help you leverage AI for smarter marketing strategies.
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Artificial intelligence is a rapidly growing field of technology and has been integrated into many aspects of our lives. From facial recognition to automated customer service, AI can be found in almost every industry. One of the most impressive and exciting applications of Artificial Intelligence is OpenAI's ChatGPT, the world's best AI chatbot. Let's explore this amazing technology and learn more about the capabilities and potential applications of ChatGPT Online at Chatgptonline.io.
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Hosted by aigo.ai co-founder, Srini Pagidyala, the Inside Innovator’s Mind - A Customer Engagement Podcast, features North America’s most innovative & bold leaders giving us an insider's view on what it takes to bring about engaging customer experiences that increase loyalty, market share, wallet share and significantly reduce cost to service customers, while creating brand evangelists. This show is sponsored by aigo.ai, the world’s first and only chatbot with a brain. Learn more at: https:/ ...
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Join Vector AI as we explore how AI agents, chatbots, and automation are transforming the way businesses work, sell, and support their customers. Whether you’re a small business owner, a marketing pro, or just AI-curious, you’ll discover how to harness intelligent automation to save time, cut costs, and boost customer satisfaction. Each episode features: 🤖 Deep dives into AI and chatbot trends 💡 Real-world business success stories 🛠 Tips for designing, training, and deploying AI agents 🔮 Fut ...
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This is Commerce That Matters, a podcast that helps your e-commerce business thrive. We explore what’s trending - from chatbots to artificial intelligence, to sustainability, data, and analytics, and take a deep-dive into each topic. We bring to surface what’s meaningful through the lens of industry experts, and what will help your business make an impact in this world. Conversations are led by Anshey Bhatia, an e-commerce expert and entrepreneur, who runs Verbal+Visual, a digital agency in ...
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Welcome to Tech Pulse, the podcast that makes technology accessible for everyday business owners. Hosted by Nury from PulsePoint Media Atelier in Norwalk, Connecticut, this show breaks down complex AI tools and technology solutions into practical, actionable insights for small businesses. Each episode explores how artificial intelligence can transform your business operations—from content creation and customer service to financial planning and multilingual communication. Whether you're a con ...
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Tim Reid (AKA Timbo) interviews the most innovative founders in the world of small business. In this award winning podcast business owners share where their original business idea came from, how they got it to market and the strategies they used that led to their business’s unprecedented growth. Tim Reid's curiosity for what makes business owners tick and his passion for small business success means that every episode is chock full of marketing gold that will help you build that beautiful bu ...
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Improving digital skills mastery will make you stand out in a competitive business environment. Digital skills mastery lab offers valuable knowledge that will help you better understand the value of learning digital skills.
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The NBN Entrepreneurship and Leadership channel podcast focusses on entrepreneurship, leadership and innovation, interviewing entrepreneurial people, leaders and others about their journey, motivations, lessons learned and advice for others. Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/entrepreneurship-and-leadership
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The Digital Strategist Podcast is a Minnesota Marketing Podcast that grows Local Business Owners and Minneapolis Freelancers' brands online. Hosted by the Local Minneapolis Digital Strategist Jake Goss-Kuehn, a digital strategist for Web Strategy Viking, you'll get actionable tips, strategies, and system based marketing that moves the needle.
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Artificial Intelligence (AI)

Pooja QSS Technosoft

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Welcome to 'AI Unplugged,' the podcast where we dive deep into the world of Artificial Intelligence. Join us as we explore cutting-edge advancements, ethical considerations, and real-world applications of AI. Whether you're a tech enthusiast, a professional in the field, or just curious about how AI is shaping our future, this podcast offers insightful discussions with experts, industry leaders, and innovators. Tune in to stay informed and inspired by the limitless potential of AI.
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Inoxoft Innovation Hub – Voiced by AI Stay ahead in the tech game with Inoxoft! Our podcast unpacks the latest trends in AI, software development, and industry solutions. Every episode delivers actionable insights, expert tips, and real-world stories designed to empower your business and spark innovation. Whether you're a tech enthusiast or a business leader, we make complex ideas simple and show you how Inoxoft is shaping the future of technology. Explore more and transform your business wi ...
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Artificial Antics

Artificial Antics

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Artificial Antics is a podcast about Artificial Intelligence that caters to the skeptic and uninitiated. Join this unlikely trio Mike (the techy), Rico (the skeptic) and A.I. as they dive headfirst into the world of artificial intelligence. From debating the social implications and ethical concerns around AI to figuring out how to break into the lucrative AI market, no topic is off-limits. And with A.I. on board, you never know what kind of shenanigans are in store. Will A.I. turn out to be ...
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Antony Crowther is a 'street fighter' who built New York Minute, a burger franchise with 30 locations, that is now down to six. And guess what? He couldn’t be happier! Strap in for an inspiring story of business resilience, adaption and reinvention. And some very actionable business and marketing tips along the way. In this high-energy episode of T…
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Today’s episode of the Punk CX podcast features a discussion I recently had with Jonathan Rosenberg, who is the Chief Technology Officer and head of AI at Five9. Jonathan and I talk about why he believes CX is reaching a tipping point and what’s driving that, how things are likely to change for customers, agents, and businesses, what he’s seeing co…
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Let’s be honest—education has changed. Big time. Gone are the days when families simply enrolled their children in the neighborhood school by default. Today, parents are exploring options, doing their homework, and making informed decisions about where their child will thrive. Thanks to the rise of school choice, schools are no longer just places s…
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Today’s episode of the Punk CX podcast features a chat that I recently had with Matt Healy, Senior Director of Product Marketing at Pega, where we talk about legacy transformation, how big some of the legacy challenges facing firms are, how Pega is responding, why it’s important for organisations to have a real strategy with respect to AI agents in…
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Keen to turn your precious customers in to customers for life? In this solo episode of Small Business Big Marketing, I turn my week of errands into a marketing masterclass. I’ve just had a haircut, visited the shrink, and—clumsy me—snapped two pairs of prescription glasses. While ticking off my to-do list, I couldn’t switch off my marketing brain. …
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Today’s episode of the Punk CX podcast features a chat that I had with Miranda Collard, who is the CEO of the Americas at TP (formerly Teleperformance). Miranda and I talk about Miranda’s career journey from employee #27 to now being the CEO of the Americas, how she still takes customer calls, why the future of CX isn’t about bots versus humans, ho…
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When a family starts shopping for a new school, their first “campus tour” almost always happens online. Long before they shake hands with your principal or see a classroom in action, parents are clicking through your website, judging whether you’re organized, communicative, and worth trusting with their child’s education. In other words, your site …
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Today’s episode of the Punk CX podcast features a chat that I had with Tom Eggemeier, the Chief Executive Officer of Zendesk, following the conclusion of Zendesk’s recent AI Summit. We talk about the highlights from the event, what’s different from what they announced at Relate back in March, how they now have 20,000 customers using their AI and wh…
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G’day, I’m your host Timbo Reid, and welcome to the 16 year-old award-winning Small Business Big Marketing Podcast. I’m guessing you’re a motivated business owner keen to grow that beautiful business of yours into the empire it absolutely deserves to be. Well, you’ve come to the right place. I’ve been in marketing all my working life (that’s a long…
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Hey motivated business owner, Timbo here. I trust your business is thriving, as are you. I haven't been. It's been almost two years since we last spoke, so I thought I owed it to you to let you know what's been going on, and what's about to go on. So here's a little message from yours truly. Key points if you can't be bothered listening: I've been …
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Today’s episode of the Punk CX podcast is a three-part episode featuring conversations I had with Vinod Muthukrishnan, the VP & COO for the Webex Customer Experience Business Unit at Cisco, Chang Chang, a Senior Director of Product for Cloud CX Solutions at Cisco and a Cisco Webex customer - Patrick Cornish, a Senior Network Engineer specialising i…
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This article is a continuation from School Website Photography, Part 1, which was to help you capture, curate, and use real school website photos to advance enrollment, retention, and community pride—without pro gear or a pro budget. The goal of part 2 is to keep the compelling images you created in Part 1 ADA compliant, legal, accessible, fast, an…
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Today’s episode of the Punk CX podcast features Chris Koehler, the Chief Marketing Officer at Twilio. We discuss Twilio’s recently published State of Customer Engagement Report, how many brands are using AI to personalise experiences and the impact they are seeing as a result, customer concerns about the use of their data, the rise of first-party d…
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Today’s episode of the Punk CX podcast features Jamie Anderson, Chief Revenue Officer of UserTesting. Jamie joins me today to talk music, the mismatch between what companies believe they deliver and what customers actually experience, and how this can be fixed with human-first design. We also explore how AI risks disconnecting teams from real human…
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Today’s episode of the Punk CX podcast is with Ty Givens, who is the Founder and CEO of CX Collective, where she partners with ambitious brands to build customer experience programs that don’t just keep up—they lead. Ty joins me today to talk about how emotional labour and systems thinking are missing from leadership, why there is a better way to r…
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Picture the last time you scrolled a website on your phone. Did you read the paragraphs first—or did the images tell you, in a heartbeat, whether you were in the right place? Parents judge a school site in the same way. A shot of engaged students in a bright makerspace shouts innovation! long before a headline can. Visuals build emotional connectio…
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Today’s episode of the Punk CX podcast is with Matt Powell, Creative Director at Great State, a digital product and service design agency. Matt joins me today to talk about some research that they recently released called Shifting States, which examines Gen Z behaviours and digital expectations. We explore the implications of this research, what it…
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If Parts 1 and 2 explained what terrific service looks like, Part 3 shows how to teach it, practice it, and keep it pulsing through your halls long after the kick-off workshop. Because the best school customer service training isn’t a PowerPoint—it’s a living, laughing, problem-solving culture. Training tactics that work (and don’t bore anyone to t…
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Today’s episode of the Punk CX podcast is with Sophie Cheng, the Senior Vice President of Product Marketing at Sinch, the global CPaaS (Communications Platform as a Service) provider. Sophie joins me today to talk about why most brands build chatbots backwards, why success hinges on journey-led design, not tech-first thinking, how to design real co…
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Today’s episode of the Punk CX podcast is with Greg Kihlström from The Agile Brand. Greg is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. A couple of months ago, Greg invited me to be a guest on his sho…
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Great school customer service training doesn’t stop at catchy greetings and mission statements. Today, we’re sharpening the tools that turn everyday conversations into relationship-building moments: Active listening – hear what’s said and unsaid Grace under pressure – defuse difficult situations without breaking a sweat Intentional word choice – us…
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Want to try one of our agents? Visit our website to Find Out More In Episode 2 of the Vector AI Agents Podcast, we step away from the purely technical to explore the human side of artificial intelligence. We discuss: How spiritual perspectives shape the way we think about AI The intersection of technology, empathy, and parenting Real experiences of…
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Today’s episode of the Punk CX podcast is with Malte Kosub, the co-founder and CEO of Parloa, a provider of an enterprise-grade AI agent management platform for customer service. Malte joins me today to talk about standing out in an increasingly crowded field, his vision for how customer support will evolve over the coming five years, and what succ…
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Visit our Website to Find Out More In this very first episode of the Vector AI Agents Podcast, we set the stage for what’s to come: a deep dive into the world of AI agents and how they’re reshaping industries, startups, and everyday life. We’ll break down: What AI agents actually are (beyond the buzzwords) Why they’re poised to transform how busine…
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Parents, students, staff, and community partners judge your school long before anyone sets foot on campus. A snappy email reply, a friendly “How can I help?” at the front desk, or a quick website update can build trust—or break it. In public education, good enough is yesterday’s news. Families today expect concierge-level support, and the schools t…
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Ready to streamline your creative process without losing your unique voice? This final episode in our AI series explores how content creators and podcasters can leverage AI tools to enhance production quality and efficiency. Host Nury Torres Dumani shares insights from working with diverse creators at PulsePoint Media Atelier, including success sto…
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Today’s episode of the Punk CX podcast is with Rebecca Miller, Senior Product Strategy Manager in the customer service and sales automation division at Pega. Rebecca joined me on the podcast recently to talk about the recently announced Pega Self-Service Agent, the problem with the current solutions in the market, why Pega is taking a fundamentally…
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Send us a text In this special episode, I sit down with Wendy Reeves from The Human Side of AI to explore how AI is becoming part of everything...from smart glasses and drones to toys and appliances. 🧠🧸✈️ We talk: Real-world use cases like the 🧠 Plaud Pin & Limitless Notetakers Consent, surveillance, and data privacy ⚠️ AI in the workplace and at h…
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You can read this episode's content in full on our blog at Inoxoft Blog. In this episode, we explore how WhiteLightning by Inoxoft enables developers to create offline AI models that run anywhere—without relying on the cloud. Discover how this open-source tool simplifies model generation, reduces dependency on external APIs, and boosts data securit…
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Today’s episode of the Punk CX podcast features two interviews. The first is with Scott Russell, CEO at NiCE, a provider of AI-driven customer service software that helps deliver automation & personalized experiences at scale. Scott and I talk about their recent Interactions events in Las Vegas and London, why many organisations are still uncertain…
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Ready to expand your business reach across language barriers? This episode explores how AI translation tools can help you effectively communicate with multilingual audiences while maintaining cultural authenticity. Host Nury Torres Dumani shares how PulsePoint Media Atelier's bilingual approach has opened doors to diverse communities throughout Con…
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Struggling with financial forecasting and expense management? This episode reveals how AI tools can transform your business planning process without requiring accounting expertise. Host Nury Torres Dumani shares her journey from manual spreadsheet tracking to AI-powered financial insights that helped PulsePoint Media Atelier reach its target. Disco…
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Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data that empowers B2B businesses to drive revenue growth, optimize operations, and enhance customer lifetime value. Toni joins me today to discuss five different blind spots tha…
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In the world of education, communication is everything. Whether it’s a parent checking on enrollment requirements, a student looking for the bell schedule, or a teacher needing quick access to a district policy, the flow of information can make or break the user experience. And let’s be honest—school websites are often overflowing with information,…
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Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer Podcast with Colin Shaw. Ryan joins me today to talk about his new book (The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things), why an obse…
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Want to provide 24/7 customer support without hiring a full team? This episode explores how AI is revolutionizing customer service for small businesses. Host Nury Torres Dumani shares how PulsePoint Media Atelier transformed their client communication using AI-powered systems that handle routine inquiries while preserving the personal touch that bu…
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Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast and appeared back in 2019. She joins me today to talk about her new book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, the difference between e…
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Ever clicked on a broken link and felt that pang of frustration, like biting into a cookie expecting chocolate chips and getting raisins instead? (Sorry, raisin fans!) Or did you spot a glaring typo on an otherwise awesome website and wonder if anyone else noticed? Your school’s website visitors feel the same way. That’s why quality checks on your …
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Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer experiences by aligning teams around the customer journey. We discuss customer journeys, journey mapping, and data, highlighting how businesses risk exacerbating data overwhelm i…
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Creating a school website is more than just piecing together pages online; it’s about telling your school’s story in a professional, user-friendly, and visually compelling way. At School Webmasters, we’ve been perfecting the art and science of school website development for over 23 years. Our streamlined, step-by-step approach ensures that every pr…
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Struggling to maintain a consistent content calendar while running your business? This episode reveals how AI tools can revolutionize your marketing content creation process. Host Nury Torres Dumani shares her personal experience of how AI transformed PulsePoint Media Atelier's content strategy from overwhelming to effortless. Learn how to create a…
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Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent research of theirs that finds that the phone still reigns in customer service, making the contact center into a ‘command center,’ why voice channels aren’t relics of the past but are,…
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Feeling overwhelmed by AI but know your business needs it? This episode breaks down artificial intelligence into practical, actionable steps for small business owners. Host Nury Torres Dumani shares her personal journey from being buried in administrative tasks as a real estate agent to leveraging AI tools that transformed her workflow at PulsePoin…
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Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge. This time around, we talk about what has happened in those intervening years, what brought him out of ‘r…
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In our last article, we discussed the importance of storytelling to improve your school’s reputation, public relations, branding, and possibly even your enrollment. Let’s build on that information now with five lessons to improve your storytelling. For more information or help with your school website, contact School Webmasters at 888.750.4556 or v…
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You can read this episode's content in full on our blog at Inoxoft Blog. In this episode, we walk you through the essential steps for building a custom AI agent tailored to your business needs. From defining clear objectives to selecting the right tech stack and ensuring scalability, we share expert tips from our team’s hands-on experience. Whether…
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Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You, why Amazon uses it, the five principles of the PRFAQ, where and how it can be applied and what to expect when you are creati…
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Send us a text Basic chatbots are out. Say hello to 𝗔𝗜𝗦𝗔—an AI sales associate that actually closes deals. In this episode of Artificial Antics, I sit down with Lane Campbell (CEO & Co-Founder) and Phil Spagnoli (Director of Business Development) from Zenzio to explore how their AI-powered platform is changing the game for dealerships. We cover the…
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Every school has a story to tell. From the triumphs of its students to the dedication of its staff, a school’s unique identity is shaped by the people’s experiences within its walls. These stories aren’t just anecdotes; they’re powerful tools that can transform your school’s website into a compelling gateway, inviting families to explore and engage…
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You can read this episode's content in full on our blog at Inoxoft Blog. In this episode, we uncover how AI customer service agents are transforming support operations while saving businesses 20–30% of their annual costs. From reducing response times to handling high volumes of inquiries efficiently, AI agents are redefining the customer experience…
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