CX on Point with Miguel Ramos

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Customer Experience has proven to be the key to success and growth for any organization. No one understands this better than Miguel Ramos and his team. The CX on Point podcast will bring you cutting-edge methods and trends in the Customer Experience. In addition, we will be interviewing industry leaders who are shaping the future of Customer Experience in healthcare, financial services, government, travel/hospitality, and the logistics sector.

CX on Point Podcast


    • May 23, 2023 LATEST EPISODE
    • infrequent NEW EPISODES
    • 22m AVG DURATION
    • 21 EPISODES


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    Latest episodes from CX on Point with Miguel Ramos

    EP-019 Work at Home Contact Center Trends

    Play Episode Listen Later May 23, 2023 22:35


    We are excited to announce Vicki Brackett as our special guest on the CX on Point podcast with Miguel Ramos, Episode 19. Vicki shares her insights on Work at Home trends in the Contact Center. This topic is near and dear to Vicki, Miguel, and the entire P3 team. Be sure to listen for the part about Virtual Shock.

    EP-018 NTI On a Mission to Help People with Disabilities Find Remote Contact Center Jobs!

    Play Episode Listen Later Mar 16, 2023 22:33


    Finding and retaining contact center staff is a huge challenge. On episode 18 of CX on Point with Miguel Ramos, join Miguel and Alicia Laszewski as they welcome Kate Brouse, the Strategic Partnership Manager from NTI - The National Telecommuting Institute. Kate shares how NTI is a mission to help people with disabilities find remote contact center jobs and how contact centers can partner with NTI to staff their centers with these eager-to-work employees.

    EP-017 Vendor vs. Partner Management: How to Make the Most of Your Partner Relationships

    Play Episode Listen Later Jan 18, 2023 33:54


    Miguel Ramos welcomes Mark Nolan to the CX on Point podcast for a robust discuss regarding Vendor vs. Partnership Management: How to Make the Most of Your Partner Relationships!

    relationships vendor cx partner management miguel ramos mark nolan
    EP-016 Part 2 CX on Point with Ed Archinue

    Play Episode Listen Later Nov 28, 2022 14:16


    Part 2 CX on Point and Miguel Ramos welcomes Ed Arcinue for a fascinating discussion about the future of AI in the contact center. Will AI replace human agents? Tune in to find out.

    ai miguel ramos
    EP-016 CX on Point with Ed Archinue Part 1

    Play Episode Listen Later Nov 15, 2022 17:23


    CX on Point and Miguel Ramos welcomes Ed Arcinue for a fascinating discussion about the future of AI in the contact center. Will AI replace human agents? Tune in to find out.

    ai cx miguel ramos
    EP-015 Part 2 CX on Point with Kyle McDowell

    Play Episode Listen Later Nov 10, 2022 19:35


    Kyle McDowell is back on the CX on Point podcast for part two of his interview with our host Miguel Ramos. In this episode, Kyle will be sharing insights on how the 10 Principles for Building and Sustaining a Culture of Excellence came to be. He discusses how these principles can help organizations break down silos and challenge sacred cows. In addition, he provides practical tips on how leaders can create a culture of excellence in their own organizations. This is a must-listen episode for anyone who is interested in creating a high-performing organization.

    EP-015 CX on Point with Kyle McDowell part 1

    Play Episode Listen Later Oct 13, 2022 20:28


    As promised, Kyle McDowell, author of Begin with WE joined Miguel Ramos on the CX on Point podcast. Kyle shared insights on how the 10 Principles for Building and Sustaining a Culture of Excellence came to be. We are thrilled to invite you to tune in for part one of this two-part discussion.

    EP-014 CX on Point with Giovanni Fernandez and Alicia Laszewski on CULTURE

    Play Episode Listen Later Sep 19, 2022 39:26


    Company culture has never been more critical in the workplace. Alicia Laszewski and Gio Fernandez discuss the Importance of Culture in the Contact Center in this episode of CX on Point. Host: Alicia Laszewski Guest: Giovanni Fernandez

    EP-013 CX on point with Dan McCann from Symtrain

    Play Episode Listen Later Aug 22, 2022 17:14


    Digitized Role-Play: In this CX on Point with Miguel Ramos episode, Dan McCann, Founder & CEO of symtrain shares how symtraining is revolutionizing the way frontline teams are onboarded, trained, and coached.

    EP-012 CX on point with Giovanni Fernandez Part 2 - The Importance of Culture in the Contact Center

    Play Episode Listen Later Jul 19, 2022 17:50


    Please join us for the next CX on Point podcast where special guest Giovanni Fernandez, along with Miguel Ramos and Alicia Laszewski discuss, The Importance of Culture in the Contact Center. As for the description of the podcast, I would say: Company Culture plays a vital role in the ongoing battle for retaining and attracting CX talent.

    EP-011 CX on point with Giovanni Fernandez Part 1

    Play Episode Listen Later Jun 23, 2022 17:18


    Join us as Miguel Ramos speaks with Giovanni Fernandez about what trends are starting to happen in the travel industry.

    fernandez miguel ramos
    EP-010 CX on point with Kobus

    Play Episode Listen Later Dec 20, 2021 34:18


    The innovative thinking coming out of South Africa's Digital Tribe is nothing short of amazing. On this episode of CX on Point, Kobus Van Der Westhuizen and Ken Epstein discuss the future of contact center automation and digital transformation as a whole!

    EP-009 CX on point with Ken Epstein and Rick Ferry

    Play Episode Listen Later Nov 18, 2021 19:25


    While Miguel was traveling to visit clients, P3 leaders Rick Ferry and Ken Epstein sat down to talk about trends in the contact center and some culture-building tactics that should never be replaced by technology.

    ferry p3 ken epstein
    EP-008 CX on Point with Cecillia Braggiotti

    Play Episode Listen Later Sep 10, 2021 25:32


    On this week's CX on Point podcast, Miguel Ramos and Cecillia Braggiotti, Senior VP of Growth and Healthcare at Afiniti, discuss AI for Healthcare Contact Centers.

    EP-007 CX on Point with Chris Eisdorfer

    Play Episode Listen Later Jul 21, 2021 21:13


    Have you cracked the code on transitioning quickly? On this week's CX on point podcast, Miguel Ramos interviews Chris Eisdorfer, Owner & President at ECE Consulting Group. Chris shares unique insights on how transitioning to remote work in the Philippines worked differently and successfully; as well as many other innovative contact center solutions. Host: Alicia Laszewski Guest: Miguel Ramos, Chris Eisdorfer

    EP-006 CX on Point With Brad Beakley

    Play Episode Listen Later Jun 2, 2021 30:58


    Are travel companies ready for the rebound? Find out what our guest, Brad Beakley of Hospitio, has to say about travel contact centers and the state of the industry overall!

    EP-005 CX on Point with Todd Foley

    Play Episode Listen Later May 6, 2021 20:03


    Do you know what automation can do for your organization? On this week's CX on point podcast, Alicia Laszewski and Miguel Ramos interview Todd Foley from Lydonia Technology to explore the topic of RPA – Robotic Processes & Automation and learn about the value of employing an automation strategy. Host: Miguel Ramos & Alicia Laszewski Guest: Todd Foley

    EP-004 CX on Point With Matt Curtin Part 2

    Play Episode Listen Later Apr 21, 2021 14:33


    Have you thought about off-loading labor-intensive tasks off the plates of your key players? This week on CX on point Miguel resumes his conversation with Matt Curtin from Pivot Point Consulting Group regarding Managed Services and Staff Augmentation – Part Two. Host: Miguel Ramos Guest Matt Curtin

    EP-003 CX on Point With Matt Curtin - Pivoting in managed services & Staff augmentation Part 1

    Play Episode Listen Later Apr 7, 2021 17:46


    What is the impact of change on an organization? We have all heard the word “Pivot” many times over the last year, but what is the ripple effect? This week CX on point welcomes Matt Curtin from Pivot Point Consulting group. Matt and Miguel will discuss the value strategic change can have on employees, customers, and an organization as a whole. Host: Miguel Ramos Guest: Matt Curtin

    EP-002 CX on Point with Sean Minter

    Play Episode Listen Later Mar 24, 2021 25:40


    Coaching is one of the most critical components of any contact center, particularly during the pandemic. Miguel and Sean Minter, CEO of AmplifAI share fantastic insights on coaching and the impact on agent performance.

    EP-001 CX on Point with Miguel Ramos - Inaugural Podcast

    Play Episode Listen Later Feb 19, 2021 19:55


    We are very excited to announce the inaugural episode of CX on Point with Miguel Ramos!

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