Jay Baer

New York Times best selling author, keynote speaker, founder of Convince & Convert Keynote speaker & emcee. NY Times best-selling author.

President: marketing & social media customer service consultancy Convince & Convert. Marketing and social media customer service expert.

06/12/2025

Here are 8 vital things I heard at Customer Contact Week Vegas: Day 2

1️⃣ "Stay close to the keystrokes" - Frid Edmond from Marriott.

2️⃣ "Take care of the associates, and they'll take care of the customers." - J.W. Marriott (via Frid Edmond).

3️⃣ "Use AI for things that are high frequency, but low customer emotion." - Brian Sibbett from Equitable Bank.

4️⃣ "Agentic AI is like Siri, but it works." - Zack Kass, formerly of OpenAI

5️⃣ "Your website will be comprised primarily of .txt and .xml files" - Zack Kass

Yep. When the primary visitors to your website are customers' agents, the entire concept of what a website is for will change. Get ready.

6️⃣ "We're going to be A/B testing voices and looking to tune the agent voice and idiom to the customer, to personalize their experience" - Phil Kolterman, Brinks Home Security

I played with the staggeringly good roadside assistance demo from Replicant while on the expo floor. Super impressive!

7️⃣ "Start smaller than you think you need to." - Brandon Beall, Cvent.

I hosted this session called "Real Talk on AI: Bridging the Gap Between Leadership Ambitions and Operational Realities" with Brandon Beall, Shirley Quinn, CSPO® from Armstrong Collective, and Ian Schmehl from State Farm. Great conversation!

8️⃣ "There is an inherent customer bias today about AI." Me.

I also hosted a session called "ROI and Beyond: Justifying Your AI Investments" with Shekar Ramanathan from Atlantic Health, and Justin Michaud from LIVE360.

Justin mentioned that they use AI to deliver very quick responses to common customer queries sent by email. They disclose to the customer that the email was sent by AI.

When that disclosure was at the TOP of the email, customer satisfaction was 60%.

When they moved it to the BOTTOM of the email, satisfaction went to 80%+, matching human agents.

This is a big issue facing the CX world. Customers' lack of enthusiasm for AI is in stark contrast to the benefits of AI.

How can we convince customers to embrace AI, when it helps solve problems fast?

What do you think?

06/11/2025

🌟 8 key takeaways from Customer Contact Week Vegas: Day 1 at

1. Virtual agents are evolving beyond just answering questions to actually performing tasks, emphasized by Deepak Nair from Citizens Bank. The key lies in having high-quality, accurate data to support their functionalities.

2. Research by CCW Digital highlights a significant disparity between customer trust in bots and companies' perceptions. While only 15% of customers currently trust bots, down from 20% in 2023, the technology has advanced tremendously, as evidenced in an enlightening workshop today by Replicant. So, do consumers genuinely lack trust in bots, or is it their preconceived notion?

3. Surprisingly, the same study reveals that 66% of customers place their trust in phone interactions, the sole contact method surpassing a 50% trust level among consumers.

4. Recent comparisons indicate that voice bots are more trusted and yield better customer satisfaction than text-based bots, underlining the importance of voice technology in enhancing customer experiences.

5. GreenState Credit Union and ContentGuru showcased an innovative approach using real-time call transcription to eliminate manual note-taking for human agents, enabling them to focus entirely on listening to customers. I love that!!

6. GreenState's thought-provoking insight challenges businesses to shift the focus from what AI can accomplish in customer experiences (virtually everything) to identifying roles that humans MUST play. 🧐

7. The event's interactive Bluetooth name tags are a hit, simplifying contact sharing with one click for seamless networking experiences.

8. Any conference with a BEEF JERKY station between sessions gets huge extra points from me! 🥩

Stay tuned for more coverage as I delve into interviews on the expo floor and lead engaging panels tomorrow at 1:45 and 2:45 in Forum L.

04/01/2024

Marvelous time at Advantage Insurance Network (AIN) talking customer experience, AI, and empathy with most of the country's life insurance companies.

I love events where the attendees have come together year after year. It's a different feeling in the room when so many people know one another.

Feedback on my presentation was very strong, and am thankful my customization to the insurance world paid off!

Lovely venue too, at VEA in Newport Beach. It's one of those hotels where I think "I'd like to come back here, even if I didn't have a speech to give."

Huge thanks to Jeff Read at AIN for terrific organization and emcee work. And to Jenna Maloni Jorge at Goodman Speakers for recommending me, and of course to my crackerjack team at Michelle Joyce Speakers

Next stop...San Francisco!

07/13/2023

You may have seen earlier this week that I launched my new speaking trailer video.

I also launched my brand-new website!

Super excited about this new look and feel.

Tried to make the site more polished, and easier to use. Plus, I had to add a section on tequila!

Big thanks to Rafal Tomal and his team for the design and dev work.

Would love your thoughts! You know where to find it: my name dot com.

07/11/2023

What do you think of this?

For professional speakers, the video trailer is one of the most critical showcases we have.

It’s a big investment to do it right, but without a solid trailer, meeting planners can’t really pinpoint your content, or your overall vibe.

Today I launched MY new trailer!

This is the mini version. It teases the full, 4-minute trailer.

We shot this at Millennial Music and The Duniway Hotel in Portland, and on stages in Las Vegas, and Orlando. Big thanks to Chris West and the Video Narrative team.

I would love your thoughts. How do you like it?

(and look at the full-length too please)

08/25/2022

There’s a lot of data points and stats floating around in the worlds of marketing and customer experience.

Are they something you should Know?
Or something you should say NO to?

Find out in this series of short, pointed videos where myself and 14 marketing and CX leaders tell you what data matters.

It’s called “Know This? Or No to This?”

Each video is just a couple minutes, and packed with insights.

Big thanks to my friends at SAS Software for producing this series. And big thanks to pals like Christopher S. Penn, Andrew Davis, Pam Didner, Jeannie Walters, Annette Franz, Katie Martell for creating so many must-watch videos.

08/15/2022

It’s been said that “your network creates your net worth.” And it’s doubly true for go-to-market professionals.

On this edition of Highway to Sell (produced by Demandbase) I’m joined by Jill Rowley, a true B2B sales and marketing legend.

She talks about why it’s IMPERATIVE that sales pros (and their companies) find ways to build a winning ecosystem, by partnering with non-competitive, complementary organizations, to meet common goals.

Jill has a super refreshing and intriguing take on how to accelerate sales success. Give it a watch!

06/29/2022

Would love to know what you think? Do sales and marketing have a trust problem?

87% of the words that sales and marketing teams use about one another are negative.

This is based on lack of UNDERSTANDING. Do salespeople really know what marketing does day to day? And vice-versa? In my experience, the answer is often “no”.

In this excerpt, I talked about how to bridge this gap and improve your results accordingly, on a new episode of CLOSING TIME: the show for go-to-market leaders.

It’s produced by my pals at Insightly CRM and hosted by their head of revenue, Dave Osborne.

New episodes once or twice a week on their channel, featuring a great lineup of wizards. A few more coming up that feature me, as well.

06/10/2022

I’ve been using Google Analytics since it was Urchin (before Google bought and renamed it).

After almost 20 years together, I’m looking at alternatives for my website analytics.

To me, GA is now the Excel of analytics packages. Sure, it does a lot. But it does SO MUCH it’s become not very intuitive to use.

Piwik PRO approached me about kicking the tires on their analytics solution, and I really like it.

Fast. Easy. And (unlike GA) totally committed to privacy. Data is never batched together for ad targeting purposes.

I made a quick video that shows what I like about Piwik PRO. And, their CORE plan is free forever if you have 500,000 actions per month or less.

Take a look in the comments to find the video. If you’re looking for a different approach to analytics, give Piwik PRO a shot.

06/09/2022

Last year, total marketing messages increased by 40%.

And this year, prospects are saying….ENOUGH ALREADY!

They are being besieged by high volume, low impact, spray and pray nonsense. It’s like trying to walk in quicksand, if quicksand were made out of untargeted emails, Linkedin messages, and ads.

You can do better. A LOT better.

How?

By ORCHESTRATING your go-to-market approach.

Demandbase just published a truly remarkable guide called the B2B Marketing and Sales Orchestration Playbook.

It’s one of the most valuable company-created content pieces I’ve EVER seen.

This playbook goes into a ton of detail on exactly how to not just automate messages, but instead reach the right people at the right accounts during the magical moments of their customer journey.

This account-based experience creates something I’ve been talking about for years……marketing that prospects WANT to receive.

And shouldn’t that be your goal? Creating stuff that is so relevant and useful and even delightful that it’s actually embraced, not just tolerated?

In this guide, Demandbase included 20 specific plays that you can use to accomplish different marketing and sales priorities, with step-by-step instructions for how to make it happen.

I am seriously impressed with this playbook, and am recommending it to everyone in B2B sales or B2B marketing. I read it three times myself, and they only paid me to read it once! That’s how good it is.

Grab a copy. No cost. Just came out this week!

Address

Las Vegas, NV

Website

http://jaybaer.com/

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