Shamas Aziz: Data-Driven CX and My 100-Day Job Challenge: The Secrets to Business and Career Growth

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