Sham shares his extensive journey through the customer service and experience landscape in this conversation, highlighting the importance of data-driven insights and cross-functional collaboration. He discusses the evolution of customer experience roles, the significance of strategy, and the challenges of defining customer experience in today's business environment. The conversation also delves into the future of AI in customer service, exploring its potential to enhance customer interactions while emphasizing the irreplaceable value of human touch in complex situations. In this conversation, Sham from Sentisum discusses the integration of AI in customer experience, the challenges faced during career transitions, and the importance of networking and personal branding. He shares his journey through redundancies, emphasizing resilience and the power of relationships in securing job opportunities. Sham also highlights the significance of building partnerships in the B2B landscape and offers practical advice on finding one's voice and establishing a personal brand. Links: https://www.linkedin.com/in/shamasaziz/ Chapters: 00:00 Reunion and Career Journey 02:53 From Customer Service to Customer Experience 06:06 Data-Driven Insights in Customer Experience 09:14 Identifying and Solving Customer Issues 11:56 Cross-Functional Collaboration for Customer Experience 15:09 The Evolution of Customer Experience Roles 17:55 Understanding Customer Experience Definitions 21:08 The Role of Strategy in Customer Experience 24:13 Talent and Product Market Fit 26:56 Attracting Talent in Customer Experience 29:57 The Future of AI in Customer Service 32:56 AI's Role in Solving Customer Queries 35:54 The Balance of AI and Human Interaction 41:13 Harnessing AI for Enhanced Customer Experience 45:16 Navigating Career Challenges and Redundancies 51:04 The Power of Networking and Personal Branding 01:02:21 Building Partnerships in the B2B Landscape 01:11:42 Finding Your Voice and Building a Personal Brand

In this conversation, Ube Urban shares his extensive journey into the design world, discussing his academic background in industrial design and computer engineering and how these experiences shaped his career. He reflects on the challenges faced in agency life, including navigating client relationships and internal politics. Ube emphasizes the importance of authenticity in the workplace, particularly for individuals from diverse backgrounds, and how this impacts their professional identity. He also introduces his entrepreneurial venture, Ube's Ice Cream Shop, as a representation of his creative expression, personal values, and the learnings he took when running this business.

Links:

https://www.linkedin.com/in/ubeurban/

https://www.ubeurban.com/

Chapters:

00:00 Ube's Journey into Design

09:05 Navigating Agency Life and Client Relationships

22:25 Authenticity in the Workplace

43:43 Ube's Ice Cream Shop: A New Venture

48:25 The Essence of Authenticity in Art

51:43 Creating a Personalized Design Framework

55:08 The Journey of Customization and Client Interaction

57:39 Bridging Personalization in Digital Experiences

01:01:45 The Importance of Hyper-Empathy in Leadership

01:12:59 Navigating Tough Leadership Decisions

01:19:40 Learning from Pain: The Path to Authentic Leadership

Summary

In this conversation, Amanda shares her extensive journey in the design and tech industry, discussing her experiences in contracting, transitioning to in-house roles, and her current position in the banking sector. She emphasizes the importance of a learning mindset, user testing, and stakeholder engagement in design processes. Amanda also talks about building an innovation hub and the future of design in the context of AI and evolving roles within the industry.

Links

https://www.linkedin.com/in/amanda-cano-252bb03/

Takeaways

• Amanda has been in the tech industry since the early days of the web.
• Contracting offers a fast-paced learning environment compared to in-house roles.
• Transitioning to banking required Amanda to adapt quickly to a new industry.
• User testing is crucial for understanding customer needs and improving design.
• Involving stakeholders in the design process helps change perceptions of design.
• Building an innovation hub can significantly impact an organization's design capabilities.
• AI is set to change the design landscape, but the role of designers will remain essential.
• A T-shaped skill set is important for designers to be effective in their roles.
• Regular communication and team meetings help maintain a strong design culture.
• Quality in design is paramount, and leaders must balance detail with trust in their teams.

Chapters

00:00 Amanda's Journey in Design and Tech

09:57 Contracting vs. In-House: Insights and Experiences

18:37 Transitioning to Banking: Challenges and Learnings

26:58 The Importance of User Testing and Stakeholder Engagement

35:22 Building an Innovation Hub: Strategies and Impact

43:40 The Future of Design: AI and Evolving Roles