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Casey Denby on Scaling Human Performance with AI

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Manage episode 521319972 series 2809027
Content provided by Bill Staikos. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Bill Staikos or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

This discussion explores the perspectives of Casey Denby, VP of Strategic Accounts & Partnerships at Zenarate, on customer experience excellence and the strategic use of AI.

Casey explains that Zenarate is a leading frontline simulation and coaching platform that automates role-play to improve training effectiveness, reduce turnover, and enhance the customer experience. He highlights how AI powers realistic conversation simulations, helping new hires build confidence and proficiency while maintaining consistency.

The discussion also covers the impact of Zenarate on attrition, the importance of competence in shaping customer experience, and the balance between compliance and empathy. Casey concludes by emphasizing practical AI applications in CX.

Highlights

[00:36] Casey's Career Journey

[04:38] Overview of Zenarate

[08:50] AI's Role in Zenarate

[12:41] Attrition and Training Effectiveness

[20:59] Customer Experience and Compliance

[39:04] Implementation Challenges and Opportunities

[42:31] Future of AI in CX

Connect with Casey:

LinkedIn: linkedin.com/in/caseydenby/

Website: zenarate.com/


  continue reading

51 episodes

Artwork
iconShare
 
Manage episode 521319972 series 2809027
Content provided by Bill Staikos. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Bill Staikos or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

This discussion explores the perspectives of Casey Denby, VP of Strategic Accounts & Partnerships at Zenarate, on customer experience excellence and the strategic use of AI.

Casey explains that Zenarate is a leading frontline simulation and coaching platform that automates role-play to improve training effectiveness, reduce turnover, and enhance the customer experience. He highlights how AI powers realistic conversation simulations, helping new hires build confidence and proficiency while maintaining consistency.

The discussion also covers the impact of Zenarate on attrition, the importance of competence in shaping customer experience, and the balance between compliance and empathy. Casey concludes by emphasizing practical AI applications in CX.

Highlights

[00:36] Casey's Career Journey

[04:38] Overview of Zenarate

[08:50] AI's Role in Zenarate

[12:41] Attrition and Training Effectiveness

[20:59] Customer Experience and Compliance

[39:04] Implementation Challenges and Opportunities

[42:31] Future of AI in CX

Connect with Casey:

LinkedIn: linkedin.com/in/caseydenby/

Website: zenarate.com/


  continue reading

51 episodes

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