In today’s episode:
In this episode of Let’s Talk About CX, we sit down with Joed Aquino, Head of Business Technology Solutions at LTVplus, to explore how AI and automation are reshaping customers’ eCommerce experiences. From predictive analytics and smarter chatbots to real-world case studies (like automating multilingual recruitment!), this episode is packed with actionable insights for brands ready to scale with smart CX solutions.
What You’ll Learn:
- The top automation trends redefining eCommerce CX
- How small businesses can implement AI with limited resources
- Tools and metrics that measure automation success
- Real case studies from LTVplus (including AI-powered multilingual hiring!)
- Why the human touch still matters—and how to balance it with automation
Key takeaways:
- 00:00 – Intro & Joed’s journey from part-timer to department head
- 01:35 – CX automation trends to watch: predictive analytics, AI-assisted agents, content generation, etc.
- 05:42 – How to set up your business for digital transformation success
- 07:15 – Addressing data privacy in AI implementation
- 08:42 – Should you automate by department or create a dedicated AI unit?
- 09:59 – The real reasons businesses turn to CX automation
- 12:36 – Favorite tools for simplifying complex CRM tasks
- 13:59 – Why the human touch is still irreplaceable in support
- 16:46 – Real LTVplus use case: automating multilingual recruitment
- 18:46 – How to measure chatbot and automation performance (metrics to track)
- 20:06 – Is AI taking over customer support jobs? Joed’s take on the future of CX
- 21:47 – How I went from part-time technical support to leading Business Technology Solutions! Joed’s career so far
- 24:39 – Rapid fire round
- 26:30 – Three things every business should know about automation and digital transformation