About
👋 Follow me for posts about the most important news on the use of AI in customer…
Articles by John
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Two things CX leaders should know from OpenAI's DevDay.
Two things CX leaders should know from OpenAI's DevDay.
By John Walter
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Three Things CX Leaders Should Know About the AI Executive Order
Three Things CX Leaders Should Know About the AI Executive Order
By John Walter
Contributions
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What do you do if artificial intelligence is transforming customer support?
"My agents love AI because it makes them feel more human." A prominent customer support leader said this to me recently. She was referring to how they automated mundane and repetitive tasks that don't add direct value to the customer. This has freed up their agents to focus on serving customers well. It's a win/win/win. Better for the customer, agent, and organization.
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How do you motivate and reward your contact center team for achieving their goals?
Running QA evaluations on 100% of customer interactions is becoming surprisingly easy and inexpensive using large language models. Over the past month, three friends have shown me contact center QA tools that their teams have built in-house using OpenAI's API. One was a small BPO, another was a large BPO, and the third was a large enterprise.
Activity
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There’s a lot of talk about “Founder Mode” vs. “Manager Mode.” Here’s the real question: What’s the number one job of a leader? (Hint: it’s not…
There’s a lot of talk about “Founder Mode” vs. “Manager Mode.” Here’s the real question: What’s the number one job of a leader? (Hint: it’s not…
Liked by John Walter
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This morning’s Economic Development Partnership of Alabama Coffee and Collisions featuring Benzamin Choi (Alabama Capital Network ) and Rodney…
This morning’s Economic Development Partnership of Alabama Coffee and Collisions featuring Benzamin Choi (Alabama Capital Network ) and Rodney…
Liked by John Walter
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I truly believe that after seeing so many QA forms from various companies, one of the main reasons why support is subpar in so many organizations is…
I truly believe that after seeing so many QA forms from various companies, one of the main reasons why support is subpar in so many organizations is…
Liked by John Walter
Experience
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Education
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University of Miami School of Law
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Activities and Societies: Executive Editor, Jessup International Moot Court Team; Psychology, Public Policy, and Law Journal.
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Completed first year of law school before getting married and moving to Miami.
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Activities and Societies: -Omicron Delta Kappa -Student Government Association Vice-president 2008 - 2009 STARS coordinator 2009 - 2010 Sophomore Senator 2007 - 2008 -Delta Chi: Secretary 2007-2008 Scholarship Chairman 2006-2007 -Inter-fraternal Council: President 2009 - 2010 Treasurer 2007 - 2008 Delegate 2006 - 2007
Licenses & Certifications
Languages
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Spanish
Elementary proficiency
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Portuguese
Elementary proficiency
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Join now to viewMore activity by John
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For founders and entrepreneurs: A deal structure can be good for your company, and your investors, and yet be bad for you. In some cases, when a…
For founders and entrepreneurs: A deal structure can be good for your company, and your investors, and yet be bad for you. In some cases, when a…
Liked by John Walter
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What is development fog? 🧐 Let's dive in. Have you ever heard of "fog of war?" It is a military concept that is used in video games to block…
What is development fog? 🧐 Let's dive in. Have you ever heard of "fog of war?" It is a military concept that is used in video games to block…
Liked by John Walter
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