Advisor & Fractional Exec
Fractional Executive Strategist, Accomplished Speaker, Author, Turn-Around and Growth Specialist, Angel Investor and Serial Entrepreneur
Advisor & Fractional Exec
Fractional Executive Strategist, Accomplished Speaker, Author, Turn-Around and Growth Specialist, Angel Investor and Serial Entrepreneur
Bio & Info
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
Bio & Info
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity.Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity. Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
Media And Events
Stephen is joined by Greg Ortbach (CX Engagement, Catalyst) and Roy Atkinson (Senior Writer/Analyst, Informa Tech). In this new webinar they talk about keeping up with new CX technology and our customer’s changing expectations.
Recent Articles
Customer Experience:How to Create a Customer Success Plan Aligned with a CX Strategy (March 2022)
Customer Experience:In 2022 Your Business Needs to Develop a Customer Promise (March 2022)
Customer Experience:Have Remote Working and Work from Home Been Good for Customer Experience? (March 2022)
Customer Experience:Why Your Business Always Needs to Measure Customer Experience (February 2022)
Customer Experience:Are You at Risk of Eroding All of Your Built-up CX? (February 2022)
Customer Experience:Have We Gone Too Far with CX and Have We Created CX Monster Consumers that Have Expectations We Cannot Meet in Today’s Economic Climate? (February 2022)
Customer Experience:How Can You Continuously Improve Your CX Strategy? (February 2022)
Customer Experience:How Can You Engage All Employees to Follow the New CX Strategy? (January 2022)
Customer Experience:How Often Should You Seek Customer Feedback, and Should You Pay for It? (January 2022)
Customer Experience:How to Build Your Core CX Team (January 2022)
Customer Experience:How Can You Get a Customer’s Attention and Keep their Attention?(January 2022)
Customer Experience:What Factors Beyond Your Control or Awareness can Affect Your Customer’s Experiences? (December 2021)
Recent Events
StartupGrind: Overcoming Key Obstacles for Startup Success
General Assembly: Mastering Customer Experience to Drive Growth
AI World: Automation & Future of Work
AMA Boston: Why Bots & Humans Need to Collaborate to Drive Customer Experience
NEHAM Annual Regional Conference: CX and Bot
Podcast: The Science Of CX
CX Connoisseur, Steve Pappas, shares his insights on how to turn your customers into loyal brand ambassadors.
Known for his relentless pursuit of all things ‘customer‘, Steve knows how to help your business and create experiences that customers respond to.
Listen to Steve’s insights. Learn to grow and accelerate your business.
Learn more: www.scienceofcx.com
Craig Tucker is the visionary behind Vern AI, the cutting-edge Virtual Emotion Resource Network. Holding a BA and MA from Michigan State University and having pursued a PhD for three years, Craig has an extensive academic background in the field. A lifelong resident of Michigan, Craig has harnessed his expertise to focus on developing advanced emotion recognition systems.
Under his leadership, Vern AI has emerged as a pioneer in understanding and interpreting human emotions in various forms of communication, including audio, text, and soon, facial recognition. Craig’s innovative approach bridges the gap left by traditional sentiment analysis, offering a nuanced understanding of customer emotions in real-time.
His work with Vern AI is transforming the landscape of customer service, sales, and beyond by enabling more empathetic and effective interactions. Whether through analyzing emails, phone calls, or chatbot interactions, Craig’s contributions are setting new standards for emotional intelligence in technology.
Key Takeaways
1. Vision for Vern AI: Craig Tucker aims to create a comprehensive emotion recognition system that analyzes various forms of communication, including text, audio, and facial expressions, to better understand and respond to customer emotions.
2. Unique Approach: Unlike traditional sentiment analysis, Vern AI focuses on the nuances of human emotions, providing a deeper and more accurate understanding of customer interactions.
3. Applications and Impact: Vern AI’s technology is set to revolutionize customer service and sales by enabling more empathetic and effective interactions, leading to improved customer satisfaction and business outcomes.
4. Future Goals: Craig envisions expanding Vern AI’s capabilities and applications, continually advancing the technology to stay at the forefront of emotion recognition and artificial intelligence.
Timestamps
[00:05:47] Craig discusses the unique approach of Vern AI in emotion recognition, focusing on understanding nuances beyond traditional sentiment analysis.
[00:10:22] The importance of analyzing various forms of communication—text, audio, and facial expressions—to achieve a comprehensive understanding of customer emotions.
[00:15:30] Applications of Vern AI in customer service and sales, emphasizing its potential to enhance empathetic and effective interactions.
[00:20:45] How AI can improve customer satisfaction and business outcomes by enabling better emotional understanding.
[00:25:18] Future goals for Vern AI, including expanding its capabilities and staying at the forefront of emotion recognition technology.
Quotes.
1. “Understanding customer emotions isn’t just about data; it’s about truly listening and connecting on a human level.”
2. “Empathy in business is powerful. When you recognize and respond to emotions, you transform customer interactions from transactions to relationships.”
3. “Our goal with Vern AI is to bridge the gap between technology and human emotion, creating experiences that are not only efficient but also deeply personal.”
4. “The future of customer service lies in emotional intelligence. By harnessing the power of emotion recognition, we can foster trust and loyalty in ways we’ve never seen before.”
Connect with Craig
LinkedIn – https://www.linkedin.com/in/craigmtucker
X – https://x.com/CraigMTucker
Website – https://thinc.technology/ , https://vernai.com/
