CCW Digital: A Customer Service Online Platform

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Examining the relationship between your company and your customer.

Seth Adler


    • Oct 28, 2021 LATEST EPISODE
    • monthly NEW EPISODES
    • 25m AVG DURATION
    • 119 EPISODES


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    Latest episodes from CCW Digital: A Customer Service Online Platform

    Ep. 161: Marketing Expert And Former WSJ Director Of Global Brand Marketing On The 360 Degree View

    Play Episode Listen Later Oct 28, 2021 27:08


    More times than not, building a 360 degree view of the customer begins with digital marketing and building a positive perception of a product or service before the purchase and post-purchase phase. Today, business leaders are quickly realizing that they need to align marketing with CX to drive customer acquisition before focusing on customer retention and loyalty.  In this fireside chat, CCW Digital's Matt Wujciak discusses blending marketing, brand perception, and CX with Wajma Mohseni - marketing expert and former Director Of Global Brand Marketing at the WSJ.  Wajma is the Co-founder and co-chair of DJ Green, an environmental initiative at Dow Jones with a network of 300+ global volunteers.  She was also the Judge at ANA (Association of National Advertisers) B2B Awards (2021) and the North American Transform Awards (2017). Wajma was also selected for The Asia Society Young Leaders program in 2010.

    Ep. 160: Google's Rob Lawson On The Future Of Business Messaging

    Play Episode Listen Later Oct 28, 2021 21:26


    CCW Digital's Matt Wujciak and Google's Rob Lawson discuss how Google has turned Search, Maps and more into a conversational experience with Business Messages. Before Google, Rob started (and sometimes sold) companies focussed on mobile advertising, games, communities and messaging. In this fireside chat, you'll learn: -Different mobile commerce trends -Emerging consumer behaviors in messaging -How to meet customers where they are (and so much more). Rob also touches on how brands like Walmart, Vodafone, Dish, Levi's and JetBlue are successfully using business messaging for customer care, sales/acquisition, and marketing.

    Ep. 159: WSJ And NYT Bestselling Author Shep Hyken On Improving Customer Loyalty

    Play Episode Listen Later Oct 15, 2021 28:06


    Chief Amazement Officer, Shep Hyken and CCW Digital Senior Analyst, Matt Wujciak discuss the top takeaways from Shep's new book "I'll Be Back: How to Get Customers to Come Back Again & Again."   Topics include:  -Shep's number 1 business measurement leaders should be monitoring -Why loyalty programs don't always drive loyalty -Technology driven personalization vs the human touch -Leveraging consumer behavior trends to creat marketable customer experience (and so much more)

    Ep. 158: What Manufacturing Can Teach Us About Customer Service Operations

    Play Episode Listen Later Jun 28, 2021 32:57


    CCW Digital's Principal Analysts Brian Cantor and Matt Wujciak sit down with Servicenow's Industries Director, Manufacturing, Joe Mulrooney to discuss: -The increasing importance of after sales support, specifically in manufacturing (and what other industries can learn as well) -Challenges and obstacles to focus on such as: process optimization, complex processes and silos across departments, and a changing workforce                   -What the answers and lessons learned from manufacturers and service employees who have matured some of these  -As well as more specific customer service topics such as cloud technology, increasing customer satisfaction scores, and so much more For a deeper dive into this topic, check out ServiceNow's whitepaper on Digitization: the fuel for after-sales services growth.   

    Ep. 157: Leveraging Customer Insights For Exceptional CX

    Play Episode Listen Later Jun 18, 2021 18:11


    Customer relationships in retail banking are ultimately predicated on trust, but achieving this level of authority isn't easy, as we continue to see customer behavior evolve. However, at the end of the day, there is always a premium on understanding your customer. In this episode, Paul Brown, Principle Product Manager at OpenText, gives his insight on customer insights and their role in facilitating more meaningful customer relationships. By uncovering deeper insights, companies can capture a more comprehensive picture of their customer to provide consistent, seamless experiences across all channels. This topic, and more, will be discussed in detail at the upcoming Rethink Experiences for Retail Banking Event, a free online event hosted by OpenText.  In four informative sessions, speakers will discuss what it takes to win over and engage customers in the digital age. The event takes place on June 24 and will also be available for on-demand viewing.  

    Ep. 156: Building Customer Trust Through Personalized Banking Experiences

    Play Episode Listen Later Jun 15, 2021 23:19


    Convenient digital experiences have become table stakes in the hypercompetitive world of retail banking. True brand differentiation -- and lasting customer loyalty -- hinges on securing trust through personalized experiences at every moment of truth. What does it take to deliver that degree of personalization and trust in the digital world? How do we stand out from the crowd - not just in terms of our offering - but in terms of our values? How can we improve the efficacy and conversion rates of our activities?   Ahead of his speaking session at Rethinking Experiences for Retail Banking, a free online event taking place on June 24 and subsequently available on-demand, Guy Hellier, VP of Product Management, Digital Experience at OpenText, answers these questions and more on the CCW Digital Podcast. Secure your free spot in the upcoming event here.

    Ep. 155: Why Digital CX Platforms Matter Now More Than Ever

    Play Episode Listen Later Jun 11, 2021 24:23


    Over time banks have built a unique blend of technologies, processes, and culture to address customer requirements. One of the challenges retail banks face today is understanding their toolbox of IT architecture to deliver on their brand promise. As customer experience becomes the major differentiator, uncovering improvement areas to create more value is an essential step in their strategy, as well as for consumers.   This topic will take center stage at the upcoming Rethink Experiences for Retail Banking, a free online event hosted by OpenText. Across four engaging sessions, the insightful speakers will reveal what it takes to win customers through personalized, seamless, digital experiences. The event takes place on June 24 and will be available for on-demand viewing. Register here. 

    Ep. 154: The Difference Between Remote Work and Work-From-Home

    Play Episode Listen Later May 11, 2021 48:16


    Is remote work really the future, or will there be more of a hybrid policy? Will companies offer remote work as a perk to senior level employees only, or for everyone? Will certain departments come into the office some days out the week while others are in an office every day? How will this influence leasing costs for office space? And arguably most importantly, how will your company's policy affect the living arrangements of it’s employees? Nearly half way into 2021, many of these questions are still unanswered. CCW Digital Analysts, Matt Wujciak and Brian Cantor dive into remote work vs. work-from-home, and the effects it's having on the employee and customer experience.

    Ep. 153: How Vaccine Management is Transforming Healthcare (and Customer Service)

    Play Episode Listen Later Mar 24, 2021 32:16


    On this special episode sponsored by ServiceNow, CCW Digital's lead analysts Brian Cantor and Matt Wujciak sit down with Mike Luessi, ServiceNow's GM for healthcare and life sciences, to discuss how COVID-19 has impacted customer experience in healthcare, and customer service as a whole.  Topics include:  -Insights from Mike's recent interview with Forbes on vaccine distribution and administration. -The future of self-service. -AI and automation's greatest impacts on customer experience.  -Digitized workflows (and so much more).  For a deeper dive into this topic, check out ServiceNow's webinar on 10 best practices to solve vaccine management challenges. 

    Ep. 152: Loris CEO on Building Better Customer Conversations and Employee Training with AI

    Play Episode Listen Later Mar 16, 2021 28:52


    Join a high-level conversation with CCW Digital Analyst, Matt Wujciak and Loris CEO, Etie Hertz as Etie covers the future of customer service, agent/employee training, digital channels, and consumer behavior. Etie is the CEO of Loris, an AI tool that provides real time coaching to customer service agents as they navigate hard conversations. Loris provides dynamic text suggestions to agents who are helping customers via digital channels including chat, email, SMS and messaging. Etie began his career as a corporate attorney at a large, multinational firm focusing on M&A and Venture Capital. He left in ‘07 to start an investing company and that led him to start several businesses - some of which failed and a few that succeeded. In 2008 he founded a payments company that he sold in 2015 to ShopKeep--the first iPad based point of sale company (preceding even Square). He served as the CRO at Shopkeep, which was then acquired by Lightspeed, a publicly traded Point of Sale company. Now, as the CEO of Loris, he's empowering the world’s fastest-growing companies to have better conversations with their customers. Learn how at loris.ai

    Ep. 151: Mastercard CMO Covers the Biggest Challenges and Opportunities in Marketing Today

    Play Episode Listen Later Mar 2, 2021 39:40


    Mastercard Chief Marketing Officer, Raja Rajamannar has been recognized by Business Insider as the top 25 Most Innovative CMOs in the World, and Forbes as the 2018 Top 5 Most Influential CMO’s in the world. In this episode, Raja joins CCW Digital Analyst Matt Wujciak to discuss lessons from his new book, Quantum Marketing.

    Ep. 150: Bestselling Author, Consultant, and Behaviorist Michael Levitt On Avoiding Burnout

    Play Episode Listen Later Dec 18, 2020 34:54


    Michael Levitt is a Fortune 500 consultant, #1 bestselling author, and host of the Breakfast Leadership Show, a top 200 podcast on iTunes. He is a 2x Top 20 Global Thought Leader on Culture with Thinkers360. He's also a Cognitive Behavioral Therapist, speaker, and columnist for CEOWORLD magazine. Join Michael as he sits down with CCW Digital's Analyst and Writer, Matt Wujciak, to talk about the rise of corporate "burnout."

    Ep. 149: How The Middle East's Largest Retail Operator Focuses On The Employee Experience

    Play Episode Listen Later Nov 11, 2020 19:00


    It's no secret that delivering quality employee experiences results in quality customer experiences. But it's easier said than done. Chalhoub Group, the largest retail operator in the Middle East focuses on employees first. Here's what their Head of People Experience, Rhency Padilla had to say on the topic, following Qualtrics' Work Different event. 

    Ep. 148: How America's Largest Home® Delivered Marketable CX During a Pandemic

    Play Episode Listen Later Oct 14, 2020 20:32


    Following the Qualtrics Work Different event, we sat down with Peggy Dalman, Biltmore's Director of Guest Intelligence to discuss how the historic house museum and tourist attraction used consumer data to deliver the right marketing tactics and desirable customer experiences.

    Ep. 147: Increasing Employee Productivity - An Interview With The CommunityWFM CEO

    Play Episode Listen Later Sep 23, 2020 23:27


    Matt Wujciak and Daryl Gonos discuss the results of a modern workforce management solution - one of the most important yet overlooked tools in employee management and productivity.   

    Ep. 146: How Freshly Turned CX Speed Into A Competitive Advantage

    Play Episode Listen Later Aug 28, 2020 26:50


    Freshly's VP of Customer Experience, Colin Crowley, (recently featured in the WSJ) discusses how the meal subscription delivery service has been capitalizing on speed of service during the pandemic. 

    Ep. 145: Emerging Digital Channels In Customer Experience

    Play Episode Listen Later Jul 27, 2020 21:37


    Bestselling author and former CX and social media leader at McDonald's, Discover, and Humana, Dan Gingiss, and CCW Digital writer and analyst, Matt Wujciak talk about emerging engagement channels in CX, marketing, and customer service. 

    Ep. 144: Shep Hyken And Matt Wujciak On CX After A Pandemic

    Play Episode Listen Later Jul 6, 2020 22:32


    CX is changing and you don't want to fall behind. Tune in to this episode to learn some best practices and consumer behavior trends on navigating the customer experience during and after the COVID-19 era. 

    Ep. 143: The Shared Values of Sports, Business, and Life

    Play Episode Listen Later Jun 22, 2020 21:05


    An interview with the Thuzio Co-Founders - Tiki Barber (former New York Giants running back and current CBS Talk Show Host), and Jared Augustine (current CEO of Thuzio, CEO of Julius Influencer Marketing, and former Director at Seamless - now Grubhub).

    Ep. 142: Social Media CX with Lyft

    Play Episode Listen Later Mar 30, 2020 11:13


    Lyft Product Manager and Social Media Leader, Chris Vetrano, discusses Lyft's social media strategies with CCW Digital's Matt Wujciak. Learn how to combine and capitalize on CX and Digital Marketing with the right tools and strategies.

    Ep. 141: Putting Employees At The Heart Of Your Business

    Play Episode Listen Later Mar 23, 2020 11:01


    CX consultant, keynote speaker, CEO, and Forbes Councils member, Annette Franz (The 100 Most Influential Tech Women on Twitter by Business Insider) covers the importance of EX (employee experience) and how it translates to CX (customer experience) in this chat on employee engagement.

    Ep. 140: Driving Memorable Experiences

    Play Episode Listen Later Mar 16, 2020 25:02


    WSJ and NYT bestselling author, Shep Hyken discusses some of his latest work on delivering amazing customer service and experiences. In this podcast, Shep shares classic service-driven inisights and comical personal stories.

    Ep. 139: Verizon On Humanization And Digital Personalization

    Play Episode Listen Later Mar 9, 2020 11:19


    VP and Verizon Global Sales Leader, Kelley Kurtzman shares her experiences on the importance of personalized and predictive customer service and how Verizon stayes ahead in the automation game.

    Ep. 138: Former Microsoft Leader On The Future Of The Contact Center

    Play Episode Listen Later Mar 2, 2020 15:16


    Former contact center leader at Microsoft, Dee Nilles shares some of her best practices for managing thousands of agents, inisghts on the future of the contact center, and effective strategies on how to combine technology and personable corporate culture.

    Ep. 137: Chatbots vs. Humans

    Play Episode Listen Later Nov 21, 2019 22:38


    Low-touch, automated interactions are all the rage in many industries, including the travel and hospitality space. How is this rise of bots impacting the ability to make a human connection? Reservations.com co-founder Mahesh Chaddah, who believes passionately in the human touch, shares his take on where agents and bots fit into the contact center of the future.

    Ep. 136: Lessons From Fossil & WW

    Play Episode Listen Later Nov 14, 2019 15:07


    In this two-part episode from CCW Austin, we welcome Stacey Haynes from Fossil and Aransas Savas from WW (formerly Weight Watchers). Stacey begins by revealing how to make the most of customer experience partnerships, while Aransas shares how to make purposeful design the centerpiece of your customer contact (and business) strategy.

    Ep. 135: Comcast On Building Customer Trust

    Play Episode Listen Later Nov 7, 2019 8:18


    From newsworthy security breaches to "low-touch" digital channels, customers are justified in having trust issues. Do not, however, let them question YOUR experience. Take Luke's advice, and learn how to make your entire omnichannel experience secure, customer-centric, frictionless and personalized.

    Ep. 134: Unlocking Your Contact Center's Superpowers

    Play Episode Listen Later Oct 31, 2019 11:41


    Live from CCW Austin, "Wonder-FULL" author Kelly Radi reveals how to unleash your inner superpowers, which will in turn help your team members play to their strengths. The result will be a better, more empowering office dynamic -- and a better, more customer-centric engagement experience.

    Ep. 133: Why Phone Is Still King

    Play Episode Listen Later Oct 24, 2019 11:25


    Is customer engagement moving away from voice? Not according to Manny Marrero from Getaroom, whose company continues to make the voice channel its priority. Reliance on a conventional channel does not, however, mean the company is averse to using advanced analytics technology to make more meaningful customer connections.

    Ep. 132: BNY Mellon Pershing on Data-Driven Customer Centricity

    Play Episode Listen Later Oct 17, 2019 12:50


    The customer experience is too important to leave to chance or guesswork. Let Trent Haynes from BNY Mellon Pershing and Brian LaRoche from CallMiner reveal how a deeper approach to analytics can help you better understand your customer -- and better position your agents for success.

    Ep. 131: Mercedes-Benz Financial Services on the Full Power of Customer Analytics

    Play Episode Listen Later Oct 10, 2019 15:35


    You can't create a great experience without knowing your customers. But if "knowing your customers" is the only purpose of your customer intelligence strategy, you're missing out on some significant opportunities. Live from CCW Austin, Allison Corley from Mercedes-Benz Financial Services shares her more multi-faceted, dynamic analytics success story.

    live full power customer analytics mercedes benz financial services
    Ep. 130: How to Become a Digital Marketplace Like Amazon Using Omnichannel Strategy

    Play Episode Listen Later Oct 3, 2019 20:24


    The insurance industry is one of the top 5-10 industries to be disrupted in the next 10 years through autonomous vehicles, internet of things and changing consumer demands. Insurance Australia Group (IAG), the largest general insurer in Australia and New Zealand, has ambitious plans to lead the digital transformation in the insurance industry by becoming the "Amazon of insurance.' It plans to do so by going from selling insurance products to becoming an "ecosystem" or marketplace for insurance and safety. In this podcast, we hear from Brent Burgess, digital technology executive at IAG, on how the company plans to achieve its ambitions.

    Ep. 129: Artificial Intelligence and CX Automation - Getting It Right

    Play Episode Listen Later Sep 26, 2019 9:23


    The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and automated processes. In this podcast interview with CCW Digital, Sateesh Seetharamiah, vice president and global product head at AssistEdge for EdgeVerve, a subsidiary of Infosys, discusses why cutting-edge CX automation tools combine RPA with artificial intelligence to augment agent performance.

    Ep. 128: How to Set CX Strategy for a Multinational, B2B-B2C Business: CCW Europe Spotlight

    Play Episode Listen Later Sep 19, 2019 17:00


    How do you build an effective CX strategy when your team is spread across the world and your direct customer is not the end user? Like many B2B and B2C businesses, that was the challenge facing PostNL, the premier postal provider for the Netherlands. In today's experience economy, it's all about going the extra mile. For this podcast episode, we interviewed Mark Eldridge, chief customer officer of PostNL Cross Border Solutions, and Verena Junginger, customer contact manager for Spring Global Delivery Services. After undergoing a digital transformation and CX transformation over the last two years, PostNL has transformed from a traditional mail company into a logistics services company supporting e-commerce. For instance, they can collect parcels at home for customers who wish to return items purchased online, deliver flowers and meals and even assist with furniture assembly. Eldridge says it was important to make a cultural shift for the customer-centric mindset to become "just the way we do things around here."

    Ep. 127: How Rakuten Tackles Omnichannel

    Play Episode Listen Later Sep 12, 2019 10:41


    Global powerhouse Rakuten has benefited greatly from its commitment to an omnichannel experience, and two leaders from the organization recently joined CCW Digital to discuss their road to success. They were joined by Martin Taylor, whose company Content Guru helped to empower their journey -- and the omnichannel revolution within so many other leading organizations.

    Ep. 126: Be Customer-Centric, Not Creepy

    Play Episode Listen Later Sep 5, 2019 22:13


    Should your contact center team's use of data be creepy, costly, risky ... or customer-centric? This isn't a trick question, but actually achieving the customer-centric outcome CAN be very tricky. Luckily, Brad Lemons of Nationwide is on your side. He'll be sharing best practices for using customer data in his presentation at CCW Austin. Ahead of the eagerly anticipated event, he shares some insights on the CCW Digital Podcast.

    Ep. 125: Chat - The Starting Point for Customer Centricity?

    Play Episode Listen Later Aug 29, 2019 11:21


    Because customer centricity involves elevating the entire journey, you cannot focus solely on a particular channel or function. You need to consider the entire, end-to-end experience. Certain channels do, however, play a particularly vital role in capturing data about the customer experience. Chat is one of them, and in this exclusive podcast, Jim Iyoob of ETech and Matt Cecil of Verizon reveal how they leverage the available insights to better understand customers, better empower agents, and better elevate the entire customer journey. The conversation closes with tips on how to communicate the findings to "non-call center" stakeholders in the business.

    Ep. 124: What To Do With Customer Analytics

    Play Episode Listen Later Aug 22, 2019 16:34


    You've heard data can empower a great customer experience, but how do you achieve that connection? How do you acquire the right data, interpret those insights and then create actionable intelligence for your key stakeholders? Brian LaRoche of CallMiner and Cristopher Kuehl of Sitel answer this question in a podcast conducted at CCW Vegas.

    Ep. 123: Measuring CX Humanity

    Play Episode Listen Later Aug 15, 2019 22:20


    Leading equine etailer SmartPak has all the ingredients for a "human" customer experience -- a clearly defined market, employees who truly know and care about horses and a passionate commitment to customer experience. But how does the organization measure this humanity? How, more importantly, does it transform a customer-centric framework into demonstrable business results? This episode of the CCW Digital podcast has the answers.

    Ep. 122: How Purple Carrot Is Scaling Customer Centricity

    Play Episode Listen Later Aug 8, 2019 32:58


    On the one hand, emerging organizations have the opportunity to adopt a customer-centric vision from day one. On the other hand, emerging organizations have the unique challenge of preserving that vision as they rapidly scale in terms of size, region and scope. In this exclusive CCW Digital podcast, Meredith Molloy of Purple Carrot reveals how her organization is navigating this challenge. She also shares guidance for turning agents into true customer advocates -- and then measuring performance.

    Ep. 121: Insights From CCW Award Finalists

    Play Episode Listen Later Aug 1, 2019 17:08


    In the hours leading up to the 2019 CCW Excellence Awards, we caught up with two of this year's finalists. First, Northwestern Mutual discusses how his organization is making an omnichannel customer experience a reality. He also shares his perspective on empowering employees. We then welcome Alex Gross of BARK, who shares how his company is using actionable insights - and an unflinchingly customer-centric (and dog-centric) attitude - to achieve impressive customer experience outcomes.

    Ep. 120: Turning Great Customer Data Into Excellent Customer Experiences

    Play Episode Listen Later Jul 25, 2019 11:53


    We love to talk about 360-degree customer views, real-time analytics and actionable intelligence. Putting the insights into action? Well, that's another story. Luckily, CCW participants from Verizon and Verint are here to discuss the mechanics of collecting and leveraging high-caliber customer insights -- across the entire organization. They reveal how to give data meaning to internal stakeholders, which in turn allows them to create true value for customers.

    Ep. 119: Making Omnichannel Engagement Work For Customers

    Play Episode Listen Later Jul 18, 2019 11:32


    The rise of "connected technology" and new contact channels should be creating more valuable, convenient experiences for customers. Instead, they often create more complexity and headaches. In this interview from CCW Vegas, speakers from August Home and UJET reveal how to avoid this complexity - and create digital interactions that your customers actually want to pursue.

    Ep. 118: Jim Tincher

    Play Episode Listen Later Jul 11, 2019 12:22


    Customer-centric brands do not settle for mapping journeys; they focus on orchestrating great experiences. In this interview, industry influencer Jim Tincher reveals how to create easy, valuable experiences at all key moments of truth. Rather than a source of frustration, your journey will drive more satisfaction, loyalty and advocacy.

    Ep. 116: Sateesh Seetharamiah, EdgeVerve

    Play Episode Listen Later Jul 4, 2019 9:24


    The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and automated processes. In this podcast interview with CCW Digital, Sateesh Seetharamiah, vice president and global product head at AssistEdge for EdgeVerve, a subsidiary of Infosys, discusses why cutting-edge CX automation tools combine RPA with artificial intelligence to augment agent performance.

    Ep. 117: Tim Heidemann, College Hunks Hauling Junk & Moving

    Play Episode Listen Later Jul 4, 2019 16:15


    College Hunks Hauling Junk & Moving won the award for best-in-class contact center at the 2019 CCW Excellence Awards. In this interview, support lead Tim Heidemann reveals how his company achieved excellence. More importantly, he shares how College Hunks will remain customer-centric as it embraces new technology and scales its operation.

    Ep.115: Angel Vaccaro

    Play Episode Listen Later Jun 27, 2019 32:54


    How do you provide the best customer experience in your industry? Deloitte partner Angel Vaccaro discusses how the definition of a "good" customer experience has changed over the last 20 years and how businesses can keep up by combining personalization technology with the human touch. "Know me, know what I want so that when you're interacting with me you're giving me messaging that makes sense for me as a human," says Vaccaro. In this podcast, Vaccaro gives examples of how brands can build an emotional connection with their customers.

    Ep. 114: Lisa Stoner

    Play Episode Listen Later Jun 20, 2019 26:59


    Innovative products bring customers in the door, but amazing experiences keep them coming back for more. A firm believer in this mindset, Uber's global support lead Lisa Stoner reveals how she is creating a service experience as disruptive as the company's product suite. As part of this discussion, she addresses the ongoing relevance of outsourcers as well as opportunities to create a more diverse, inviting culture inside the organization.

    Ep. 113: How AmFam Creates A High-Value CX

    Play Episode Listen Later Jun 13, 2019 23:27


    We all want our agents to focus on "high-value work." We all want to elevate efficiency without compromising customer centricity. But how do we achieve this optimal customer contact operation? In this week's episode, two leaders from American Family Insurance share their thoughts. They reveal strategies for identifying high-value tasks, while also discussing the impact of lean methodology on the overall CX effort.

    Ep. 112: Cindy Gallagher

    Play Episode Listen Later Jun 6, 2019 23:08


    “If you don’t set those goals, you don’t know where you’re going. Your customers are going somewhere. You need to lead them as well.” -Cindy Gallagher

    Ep. 111: Looking At 20 Years Of Customer Centricity

    Play Episode Listen Later May 29, 2019 29:27


    Both CCW and Alorica are celebrating their twentieth anniversaries. As part of the occasion, Alorica president Colleen Beers joins our podcast to reflect on the past two decades of customer contact. How have customer demands evolved? Which technologies have changed the game? Beers also looks toward the future of the space, while commenting on the importance of women-in-leadership initiatives.

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