Podcasts about customer contact

When I say your competition isn’t that good, that most of your competition is average, what I mean is that a lot of them are not taking the time to learn the things that will allow them to do things better. David: Hi, and welcome back. In today’s episode, co host Jay McFarland and I say, your competition isn’t that good. Right, Jay? Jay: Yeah, absolutely. Do you even know who your competition is? Do you know what they offer? Do you know what people think of them compared to you? Maybe you don’t even know if your competition is that good. David: Exactly. And I hear, so many times, when I’m talking to salespeople, the idea that, there’s a lot of competition. Competition is very difficult. There’s a lot of online competition. There’s a lot of local competition. There’s a lot of price-cutting competition. There are all these different variations on competition. And that’s all true. But a lot of them really, honestly, just aren’t that good. And if you recognize right up front that most businesses are average, right? There’s an average in every business, in every industry, there’s an average. And some people are better than average. Some people are worse than average. There are a lot of average. So if you’re competing with the average or the less than average, then you should be able to do pretty well. If you’re a conscientious individual, if you’re reasonably good at what you do, if you study and practice your profession and you get reasonably good at it, you’ll be able to outperform a lot of them because to the extent that there are really exceptional competitors in your market, there are a lot less of those than there are the ones on the other side. Jay: Yeah, absolutely. I’ve always believed this, you know, you can get caught up in the muck. When I was in radio, I worked for a radio station that had a built in listenership because it was so ingrained in the community. And what that did is it made it so they didn’t have to work hard to get sales or to get numbers. Now you would think, oh man, that’s an amazing place to be. But what happened is, they started to get complacent, right? Everything was so easy, and then all of a sudden ratings started to shift and suddenly they realized, we don’t know how to sell. Because we’re so used to sitting at a desk and the phone is ringing. And we’re just taking orders. So you’re not a salesperson, you’re taking orders, right? And their competitors started to eat them alive because their competitors had to sell all the time, and they were very good at it. So sometimes you’re successful just in spite of yourself. And that may be what your competitors are in, what state they’re in. David: It really could be as simple as that and as difficult as that, in either situation. But, you know, the idea that the competition is excellent, or the competition is terrible, or the competition is average. In a sense, none of it really matters. Because this is life. This is the world that we’re in. These are the cards we’ve been dealt, right? So our competition is there. We’re there. The question is, how are we going to make sure that we are outperforming our competition in all the key areas of customer contact? I mean, if you were to boil it down and say, okay, let’s say my competition is very good. Let’s say you completely disagree with the premise of this podcast, that your competition isn’t that good, or that it’s average or whatever you say. “No, I’ve got a lot of competition.” Okay, then that’s your question. How do you outperform your competition in all key areas of customer contact? Some people may say, “well, I don’t know. What are the key areas of customer contact?” And if you’re asking yourself that kind of question, that indicates that there’s work to be done in your organization. Jay: Yeah, absolutely. And do you even know how the competition functions to be able to compare yourself? I mean, that’s got to be at least half the battle, right? David: Yeah, that’s part of the battle. Maybe it’s a third of the battle. Jay: Okay. David: I was gonna say a quarter, maybe it’s a quarter to a third of the battle. And the only reason I say that is I don’t think we should spend a ton of time overanalyzing our average competitors. I mean, if there’s a really, really good one, yeah, you can take a look at what they’re doing. But ultimately, sure, we all want to outperform our competitors. But what do we really want? We want to get to the point where we’re so good at what we do that it’s no longer about outperforming our competitors. Now it’s a matter of outperforming our past best, right? What’s the best we were able to do? When you’re leading in a market, when you really are the market leader, you’re doing things right, you’re doing things well and efficiently, you’re already better than a lot of your average competitors, then the goal you want to reach for is how can I do what we do better in our own organization? Right? How can we initiate contact better? How can we leave messages better? How can we send emails that are more compelling? What are the very specific things, all these points of customer contact that could potentially change for the better to get me better results? Jay: Yeah, I love this idea that your true competition really is yourself, right? It’s kind of like golf or, you know, another single person sport where you’re, really competing against yourself. And, if you can identify constantly ways to get better and you’re not falling into that complacency, then you’re probably going to do better than most of your competitors. David: Yeah, exactly. Something else that I read recently, was talking about the idea that a lot of us want to try to beat our best month ever, our best year ever. We’re always looking to top that top line, which makes a lot of sense. But I read this in a book by Nic Peterson. He said that, ideally, our goal should be to beat our bottom. In other words, sales are going to go up and down, right? That’s going to happen over a period of time. Sales are going to go up and down. We’re going to have peaks and valleys, and hopefully it works on an upward trajectory, and as you’re doing that, if you can make sure that the floor is constantly rising ,then eventually you get to the point where your floor is higher than other people’s ceiling. And if you think about the idea of being better than your competitors, that’s really what you want. Cause if you have a great month this month, an exceptional month, then it’s like, okay, now the new month starts. Now you’re at zero again. You got to start from scratch. Right? But if you know that your first goal for that month is to make sure that you’re above your previous floor. Then it seems a lot more doable. It’s like, okay, we might not have another peak month this month, but if we can stay above our floor, then we will continue to grow and grow. Jay: Yeah, I really like that. I’m somebody who tends to look at records, right? Like we just finished a record month and I’m like on a high, right? Things are great, but you’re exactly right. I mean, next month beating that every single month, month after month. Is that realistic? I think you’re pointing out, no, it’s probably not, and it could be counterproductive. David: Yeah, it’s probably not realistic that each month is going to be higher than the last, and there are not going to be any that are lower. But I think it’s also realistic to say, okay, can I beat our worst month? Or a recent worst month? It’s like if you look at a stock chart and you see how there are these different… Jay: let’s call them peaks and valleys, ups and downs. David: Yeah, peaks and valleys. So if it’s bottoming out at a certain point, you want to say, okay, I want to get in higher than that. It’s a terrible explanation, but you kind of get the drift. Jay: Yeah, absolutely. And again, we kind of always fall back to this, is what systems do you have to track these types of things? Do you understand the cause and effect? I mean, so often, yeah, you had a good sales month, or yeah, you increased the baseline, but do you know why you did that? Was it just the phone rang more? Or was it something tangible? Because if it’s not something tangible, how are you gonna repeat it? Was it more calls? Was it more advertising dollars? What was it that got you there? If you don’t know, then the business is driving you. You’re not driving the business. David: Exactly. And each of those things are some of these different areas of customer contact, right? Whether it’s the advertising, whether it’s the phone calls, whatever it is, when we’re looking at that, we’re saying, okay, where are these key points of contact and what can I do to make each of those better? Can I make the messaging better? Can I tweak the messaging? Can I reach a different or better group of people? All these different things. Can I reach them using different marketing vehicles? Can I reach them online? Can I reach them offline? Can I reach them on the phone, via text, via email? How can I reach them? And look at what you’re doing, look at what’s working well and what may be not working as well as it used to, and then say, okay, how could I tweak some of these things, the messaging, the combination of marketing vehicles we’re using, or the people we’re reaching, the MVPs, we’ve talked about that a lot in the past. Which of these can I adapt, can I fine tune, like tuning in an old fashioned radio where they used to have dials on them, right? That type of thing. So you’re able to dial it in clearly and make sure that you’re getting the right people, saying the right things, using the right combination of marketing vehicles. Jay: Yeah, we talked about this last time, avoiding assumptions, figuring out why you got that customer, right? Cause you may be thinking, “oh, I had a new ad campaign or new marketing and this is why they came in.” And maybe it was a contact you had made with them a year ago. Maybe it was a bad experience with one of the competitors. Maybe it was something that changed in their business cycle. I think that type of communication as to why they’re there, why you were able to close them, you need to have systems to track this and, be open and honest with your customers to find out. What was it that motivated them to come to you? David: Yeah, in our work with our clients, we talk a lot about intelligent repetition of contact, being in touch with people again and again and again, but without saying the same thing, without getting boring, without getting tedious, without driving them crazy, right? If we can do that, that’s intelligent repetition of contact, and it makes it far more likely that you will be in front of someone when they’re ready to make that buying decision. Jay: Yeah, I love that idea, but you’re still going to have competitors. So do you need to have some awareness of what they’re doing? Or do you kind of say, I’m going to focus on me and I’m just going to be the best I can and compete against myself? David: Well, I like that better. I like the idea of focusing on ourselves. What I’ve found though, is that in most markets, you don’t have to look too far to hear about what your competitors are doing. Because if you’re reaching out to a new prospect and you hear about one particular competitor again and again and again, that tells you who is actually pretty good in the market. If you hear those names again and again and again, if you hear different people, each time you talk to someone, then it’s like, okay, well that’s sort of the average, that’s the industry. But if you’re talking to a lot of people and they’re all saying the same thing and they’re all saying great things, that’s an indication that you have now found the leader in your market. So that’s what you need to target, then. Then you may look at, okay, well, what are they doing? How are they doing it? How is it better than what we’re doing? Or is it? Is it not better than what we’re doing? But they don’t know what we do, so they can’t compare. Jay: Yeah, and finding out, can I even compete with them in one particular area? Maybe that exposes a different lane for you where you can be competitive, right? So it’s not like you have to play chicken with everybody. That may not be the best solution. We’re in a very unique industry because our products and services are so defined that I only have probably three competitors nationwide. And so when I talk to people, oftentimes, our competitors will come up and sometimes it’s in a good light. Quite often, like you said, my competitors are average. They aren’t that good. It’s not hard at all for us to offer better customer service, better products, everything. I have found, that, a lot of people are like, oh, I hope they don’t go and research and talk to my competitors and get outbid. I’m like, go and talk to them. Go and have that experience because I know you’ll be back and I’m in a better position when you come back. So that’s made us more confident than less confident. David: Yeah. And when you have a small number like that, it is easier to know what each of them are doing. I remember in our promotional product business, back in the day, we had a situation where there was one competitor that wasn’t really known for answering their phones. You try to reach them and you couldn’t get through to them. And so, if a sales person of ours, or if I was in a conversation with somebody and they say, “Oh yeah, we use this company,” sometimes I’d say something like, “Oh, are you able to get them to answer their phone?” And very often they’d laugh. Because if you know this about a company, you can say something like that. Like, “Oh, well, they don’t usually answer, but I can usually get a call back.” “Oh, okay. Well, if you ever get tired of that, or if you ever get voicemail and you’d like to talk to a human, here’s my card, right? That’s just a small example, but you basically look for the things that you know to be true about a competitor. And I’m not saying you’re picking on them. I’m not saying you’re dissing them or anything, but you just point out a very obvious truth about them. And very often that will get their attention. Jay: Yeah, absolutely. Well, I love it. How do people find out more? David: Go to TopSecrets.com/call and watch the video on that page. See if it makes sense to have a conversation with myself or my team. When I say your competition isn’t that good, what I mean is that a lot of them are not taking the time to learn the things that will allow them to do things better. And if you’re in that camp, if you’d like to be able to do things better and differently than your competition, if you’d like to be seen as the leader in your market, then by all means, TopSecrets.com/call. Jay: All right. Fantastic, David. Always a pleasure. David: Thank you, Jay. Your Competition Isn’t That Good. Ready to Outperform them in All Key Areas of Customer Contact? If so, check out the five primary ways we help promotional product distributors grow: Just Getting Started? If you (or someone on your team) is just getting started in promotional products sales, learn how we can help. Need Clients Now? If you're already grounded in the essentials of promotional product sales and just need to get clients now, click here. Want EQP/Preferential Pricing? Are you an established industry veteran doing a significant volume of sales? If so, click here to get End Quantity Pricing from many of the top supplier lines in the promo industry. Time to Hire Salespeople? If you want to hire others to grow your promo sales, click here. Ready to Dominate Your Market? If you're serious about creating top-of-mind-awareness with the very best prospects in your market, schedule a one-on-one Strategy Session here.

A growing number of shops ask customers to provide their phone numbers or email addresses when shopping in-store. Susan Edmunds investigates.

In this episode of Get Out of Wrap, host Martin Teasdale speaks with Phil Jude, Senior Director at Alvaria, about how outbound has transformed into proactive customer contact — and why it's becoming central to customer experience strategy.Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore:The evolution of outbound into proactive engagement.Using data and AI to deliver outreach that prevents problems before they happen.Why compliance and regulation are essential foundations.How proactive contact drives loyalty, retention, and revenue.The future of partnerships and best-of-breed technology in the contact centre industry.Whether you're a CX leader, contact centre manager, or simply curious about how proactive outreach can reshape customer experience, this conversation will give you fresh insights.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI. **Episode #261 Highlight Reel:**1. CXC IRL Interviews from CCW Las Vegas 20252. Learnings from 250+ leading solution providers in customer contact3. Things that are top of mind for CX/CS/Support executives4. Improving your customer experience & building alongside AI for the future5. Examples of world-leading AI companies/solutions to keep your eyes onClick here to watch CXCP #261 On CXC YoutubeClick here to learn about Customer Contact WeekHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO. Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing.We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark card.Nothing better than a "tangible thank you" in a world where everything seems to be moving towards digital. In this episode, Patrick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Hallmark Business Connections think through on a daily basis to build world class customer experiences.**Episode #260 Highlight Reel:**1. Hallmark cards -- the game changer in a digital world 2. Leveraging traditional mediums to grow your business & CX efforts3. Why tangible gifts & notes are still extremely beneficial in business 4. Expanding your tool-kit for customer & employee shout-outs 5. What we can learn from Hallmark about remaining relevant over decadesClick here to learn more about Patrick McCulloughClick here to learn more about Hallmark Business ConnectionsHuge thanks to Patrick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Text us your thoughts on the episode or the show!In today's episode,  we talk with Irwin Hipsman, founder of Repititos, to explore the often-overlooked world of customer marketing and the critical role of customer contact data. Irwin shares findings from his recent research report on the state of customer contact databases, revealing why so many organizations struggle with poor data quality and how it impacts customer communications, renewals, and crisis response.Together, they dive into:The definition of customer contact databases and why focusing on individuals—not accounts—is crucial.Key findings from Irwin's research, including an industry-average database health score of just 47%.The importance of cross-functional teams in maintaining healthy customer data.Actionable steps ops professionals can take to assess, clean, and maintain customer data health.Why better customer data translates directly into stronger customer relationships, higher retention, and better crisis management.Whether you're in marketing ops, customer marketing, or revenue operations, this conversation offers practical insights that can help transform your organization's approach to customer data management.Access the customer health score assessment here.Access Irwin's report here.Episode Brought to You By MO Pros The #1 Community for Marketing Operations ProfessionalsSupport the show

Phil Kitchen is the Founder & Managing Director of Customer Contact Panel. He is based in Sheffield, UK. He recently attended the Outsource 2 Jamaica conference in Montego Bay, Jamaica. Peter Ryan caught up with him to discuss what Jamaica is offering to potential clients in locations such as the UK - outside their more traditional US nearshore market. https://www.linkedin.com/in/phil-kitchen-ccp/ https://customercontactpanel.com/ Phil's LinkedIn comments on Outsource2Jamaica 2025 https://www.linkedin.com/posts/phil-kitchen-ccp_outsource2jamaica-bpo-cx-activity-7318574026124058624-yQZd

In this episode of the Innovation Show, we dive into Chapter 3 of Gary Hamel's influential book, 'Leading the Revolution.' Gary, one of the early proponents of business model generation, discusses the concept of Business Concept Innovation and how it has reshaped industries over the years. We explore examples of companies like Dell and Apple, which have successfully implemented innovative business models, and we delve into the components of business model innovation, including customer interaction, strategies, and value networks. Gary also shares his insights on overcoming organizational inertia, fostering a culture of innovation, and the importance of rethinking conventional business assumptions. This episode is a must-listen for anyone interested in driving innovation within their organization and staying ahead of the curve.   00:00 Introduction to Gary Hamill Series 00:13 Business Concept Innovation 02:44 Examples of Business Model Innovation 04:41 Expanding the Innovation Horizon 05:49 Defining Radical Innovation 08:49 Challenges in Business Model Innovation 17:07 Importance of Deconstructing Assumptions 26:01 Executive Support for Innovation 37:46 Assessing Company Resources for Innovation 38:24 Challenges in Big Companies vs. Startups 38:38 Haier's Approach to Entrepreneurship 40:42 The Importance of Public Policy in Innovation 44:19 The Role of Government in Business Innovation 44:31 Decadence and Complacency in Organizations 46:03 Historical Examples of Efficient Government 50:46 The Need for Courageous Leadership 51:52 Activism and Innovation in Companies 53:27 Building a Resilient Business Model 56:42 Strategic Decisions in Business Models 59:21 The Importance of Customer Contact 01:03:44 First Mover vs. Smart Mover 01:07:44 Competitive Lockout and Choke Points 01:12:14 Preparing for a Rapidly Changing Economy 01:12:44 Continuous Learning and Personal Responsibility 01:14:03 Conclusion and Contact Information

Welcome to another episode of Behind the Numbers, where host Dave Bookbinder explores the crucial role of leadership in business success. In this episode, Dave is joined by Thomas Gelmi, an executive and leadership coach, and best-selling author, who brings over 20 years of experience working with leaders globally from his base in Switzerland. Thomas shares his journey from a diverse career background, including his time with Swissair, to his current role as a leadership expert. The discussion delves into the significance of human-centric leadership, emphasizing the mantra "think human, act human, be human," and how it can transform organizational culture and drive profitability. Throughout the conversation, Thomas provides practical insights on cultivating trust, psychological safety, and a positive workplace culture. He also highlights the importance of recognizing and celebrating employees' achievements as a strategy for enhancing engagement and productivity. Listen in to discover how small, intentional actions can lead to significant shifts in leadership effectiveness and organizational value. Don't miss the opportunity to learn from Thomas's unique perspective, as he ties leadership lessons to his experiences in the aviation industry. About Thomas Gelmi  Thomas Gelmi has been a trusted advisor to leaders and their teams for more than two decades. His programs, which have attracted roughly 10,000 participants from nearly 90 countries, reflect his adaptability and appeal across cultures and industries. Thomas works in four languages, and his clients range from global corporations to SMEs and private individuals worldwide. Thomas draws on an extraordinary biography with exciting milestones. Besides his many years of professional experience in working with leaders and holding various management positions, he spent many years with Swissair, the former Swiss national airline. In the worldwide leadership and training of cabin crew, and in contact with international customers at 30,000 feet, he experienced first-hand how important a high level of personal and interpersonal competence is for effective human interaction.  Thomas is a bestselling author of several books, among them BREAKTHROUGH, What Cabin Crew can teach you about Leadership, Teamwork and Customer Contact, and THE COACHING CODE,  Practical tips for cracking the code and building a successful Coaching Business. Based in Switzerland, with a home near Zurich, Thomas works with leaders all across Europe and regularly in North America, Asia, Africa and Australia. His clients include global corporations as well as SMEs and private individuals. Connect with Thomas: https://gelmi.coach/ http://ch.linkedin.com/in/thomasgelmi About the Host: Dave Bookbinder is known as an expert in business valuation and he is the person that business owners and entrepreneurs reach out to when they need to know what their most important assets are worth. He's a corporate finance executive with a focus on business and intellectual property valuation. Known as a collaborative adviser, Dave has served thousands of client companies of all sizes and industries.  Dave is the author of two #1 best-selling books about the impact of human capital (PEOPLE!) on the valuation of a business enterprise called The NEW ROI: Return On Individuals & The NEW ROI: Going Behind The Numbers.  He's on a mission to change the conversation about how the accounting world recognizes the value of people's contributions to a business enterprise, and to quantify what every CEO on the planet claims: “Our people are this company's most valuable asset.”

In this episode of Speaking to Influence, Dr. Laura Sicola interviews Aundrea Mitchell, president of Customer Contact Services. Aundrea shares her experiences of handling a major error, turning a crisis into trust. Hear how she faced the challenge head-on, communicated transparently, and built trust through teamwork and honesty. It's a testament to the strength of partnership and the importance of owning up to mistakes.

In this podcast episode, Dr. Jonathan H. Westover talks with Thomas Gelmi about fostering a resilient environment within the workplace. For more than two decades, Thomas Gelmi (https://www.linkedin.com/in/thomasgelmi/) has been an executive coach, facilitator, member of the Forbes Coaches Council, and sparring partner supporting leaders and teams in their development at various levels and in numerous industries. He focuses on developing personal and interpersonal competence in leadership, teamwork, and customer relations. For his practice, he draws on an extraordinary biography with exciting milestones. Besides his many years of professional experience in various management positions, he spent seven years with Swissair, the former Swiss national airline. In the worldwide leadership and training of cabin crew, and in contact with international customers at 30,000 feet, he experienced first-hand how important a high level of personal and interpersonal competence is for effective human interaction. Additionally, he has been a team leader and trained caregiver in accidents and other extreme situations for many years. Thomas is a bestselling author of several books, among them BREAKTHROUGH, What Cabin Crew can teach you about Leadership, Teamwork and Customer Contact, and THE COACHING CODE, Practical tips for cracking the code and building a successful Coaching Business. Based in Switzerland, with a home near Zurich, Thomas works with leaders all across Europe and regularly in North America, Africa, Asia, and Australia. His clients include global corporations as well as SMEs and private individuals. Check out all of the podcasts in the HCI Podcast Network! Check out the ⁠HCI Academy⁠: Courses, Micro-Credentials, and Certificates to Upskill and Reskill for the Future of Work! Check out the LinkedIn ⁠Alchemizing Human Capital⁠ Newsletter. Check out Dr. Westover's book, ⁠The Future Leader⁠. Check out Dr. Westover's book, ⁠'Bluer than Indigo' Leadership⁠. Check out Dr. Westover's book, ⁠The Alchemy of Truly Remarkable Leadership⁠. Check out the latest issue of the ⁠Human Capital Leadership magazine⁠. Each HCI Podcast episode (Program, ID No. 655967) has been approved for 0.50 HR (General) recertification credit hours toward aPHR™, aPHRi™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™ and SPHRi™ recertification through HR Certification Institute® (HRCI®). Each HCI Podcast episode (Program ID: 24-DP529) has been approved for 0.50 HR (General) SHRM Professional Development Credits (PDCs) for SHRM-CP and SHRM-SCPHR recertification through SHRM, as part of the knowledge and competency programs related to the SHRM Body of Applied Skills and Knowledge™ (the SHRM BASK™). Human Capital Innovations has been pre-approved by the ATD Certification Institute to offer educational programs that can be used towards initial eligibility and recertification of the Certified Professional in Talent Development (CPTD) and Associate Professional in Talent Development (APTD) credentials. Each HCI Podcast episode qualifies for a maximum of 0.50 points.

We go through CMP Research's 2024-2025 Customer Contact and CX Functions Benchmark Report thing that conveniently landed in my inbox this morning, granting me content, and contentment. Thanks CMP! (CMP stands for Customer Management Practice... NOT Central Maine Power IFYKYK) Self Service and cost cutting are all the rage these days, giving credence to Andrew Yang's 2020 Presidential run. According to Goldman Sachs (a VERY trustworthy source) over 300 jobs will be replaced by AI and automation by 2030. 2030 is not a flung off future date. It's in 5 and a half years. So, what are we doing about? Looks like we're heralding it in, take our jobbies AI Overlords! It is what it is, I guess. Here's a link to see more stuff: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Hey CX Nation,In this week's episode of The CXChronicles Podcast #236 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas last month with Kacey Felila Tolua, Strategic Thought Leader & Technology Innovation Champion based in Salt Lake City, UT. Kacey has 30+ years of contact center leadership insights and experience overseeing several large scale strategic implementations with integration of digital/voice self-service automation, operational excellence, continuous process improvement, and most recently Global Infrastructure and Center of Excellence technology solutions with her customer facing team across the globe.In this episode, Kacey and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team think through on a daily basis to build world class customer experiences.**Episode #236 Highlight Reel:**1. How a life-changing injury led to her career in customer experience 2. Leveraging your inner strategic pessimist to drive your vision & priorities 3. Constantly learning & paying attention to up & coming leaders & innovators 4. Why process is paramount in driving the highest quality of products & services 5. Don't waste your customer's time with surveys, just listen to them from the start!Click here to learn more about Kacey Felila ToluaHuge thanks to Kacey for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Send us a Text Message.Hey CX Nation,In this week's episode of The CXChronicles Podcast #231 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas. This is our CXCP Day 2 recap of the event. I was able to have my friend Kristi Faltorusso join us again on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendees. In this episode, Kristi and Adrian chat through some of the speakers, presenters, vendors, technology & the genuine "yammering" that we are hearing at Customer Contact Week 2024.**Episode #231 Highlight Reel:**1. Changes with Employee Experiences in today's world2.  Leveraging & embracing AI to scale your business 3.  Networking & learning from some of the best & brightest in the CX space4.  Future events + post conference thoughts, ideas & CTAs5.  Making Happiness A Habit  Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Send us a Text Message.Hey CX Nation,In this week's episode of The CXChronicles Podcast #230 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas. This is our CXCP Day 1 recap of the event. I was able to have my friend Kristi Faltorusso join us on the podcast to rap on all of the things that we are seeing, hearing & talking about with all of the conference attendees. In this episode, Kristi and Adrian chat through some of the speakers, presenters, vendors, technology & the genuine "yammering" that we are hearing at Customer Contact Week 2024. **Episode #230 Highlight Reel:**1. How generative AI is changing every business in the world 2. Common issues with customer center leaders in 2024 3. Hot new solutions & tools to watch out for in the near future  4. Ideas for coaching & training your customer facing staff 5. The future of CX & customer success is here  Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Kristi FaltorussoClick here to learn more about Customer Contact Week If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Send us a Text Message.Hey CX Nation,In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin overhauling your Quarterly Business Reviews (QBRs).QBRs are one of the easiest ways to make sure that your customer success team is getting regular time with their main POCs or account owners to walk through exactly how your product or service is providing value & hitting the mark set by your sales team at the beginning of the customer journey. There are many ways you can design QBRs or key account reviews for your customers but the most important thing to remember is this is your chance to "wow" your customers every 90 days & prove to them why you're a strategic partner to their business. You can walk through industry updates, product or service usage, account success goals, expectation setting, product updates or new features + changes or updates about your business or team or more importantly your customer's team.  Use this CXWeekly update as a starting point for building out or overhauling your QBR efforts with your team today.Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation,In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting. VOC or voice of customer has become an extremely popular topic with customer focused business leaders across the globe. There's so much software out there today that companies use and it becomes really difficult to cut through the noise and aggregate the good, bad and ugly from your customer feedback. VOC reporting helps to centralize and socialize the key trends, topics, likes, dislikes, opportunities for your company to take action on & continue to evolve or iterate on your product or service offerings.Use this CXWeekly update as a starting point for building out your VOC reporting efforts with your team today. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

NEW POD ALERT! Don't miss our latest Motor Trade Radio Supplier Special with Maarten Bekkers, Founder of AutoChat. Maarten joins Curtis and Philip to talk about how his business is using AI technology to help dealers automate elements of their customer contact and achieve better results with less manual effort. Already used by dealer groups across Europe, Maarten tells us about how this cutting-edge tech is being rolled out in the UK and how car retailers are improving customer satisfaction through automating some of their lead management processes.

This episode reports on the new SEC cyber attack rules that come into effect today, guidance from the NSA on creating a software bill of rights, and more

Call centre staff are facing unprecedented levels of abuse, with industry experts warning of a future dominated by customer service bots.  Customer Contact Network CEO, Elias Kanaris, told Tim Dower that he's pleading with the public to be civil when dealing with contact centre staff.  He says customers need to remember staff are real people who are simply trying their best to resolve your issue.  LISTEN ABOVE See omnystudio.com/listener for privacy information.

For a special Office Hours episode, Jim welcomes Tim McDougal and Leah Yousif to the CMO Podcast. Tim is a Managing Director of Strategy & Operations at Deloitte Consulting and Leah is a Senior Manager at Deloitte Consulting. They are both experts in the area of omnichannel customer engagement and contact center operations.Tim and Leah are part of a team at Deloitte that recently released a large global study on the transformation of customer-contact centers. Nearly every business has some process for customer contacts. Few areas in business are facing more disruption, with the move to remote work, the rise of AI, and the rising and different expectations customers have for interactions with companies. Managing great customer experiences is fundamental to building great brands.Join Jim as he chats with Tim and Leah about the most interesting findings from the study and the implications for anyone working to make their customers happier and more loyal.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Join us for an insightful episode of Tech People recorded during Customer Contact Week in Las Vegas. Our guest, Brandon Bird, a renowned Customer Experience Industry Leader, dives into the exciting world of technology trends discussed at the event. Brandon sheds light on the growing significance of Chat GPT and the utilization of AI in Customer Contact Centers. He emphasizes the importance of balancing innovation with security considerations and advises against blindly adopting trends.Tune in to discover how technology is shaping the customer service industry and helps to ensure customer satisfaction.

Sacramento, CA - May 31, 2023 - 2Ring, a leading provider of contact center solutions, will be presenting their innovative real-time reporting solution, Dashboards & Wallboards, at the upcoming summer trade shows, Cisco Live! (June 4th-8th) and Customer Contact Week (CCW) (June 21st-22nd), both in Las Vegas. We invite you to listen to the latest Telecom Reseller podcast and find out how 2Ring is revolutionizing the contact center space. “2Ring delivers easy-to-use proactive real-time reporting solutions for multiple contact center platforms. Our solution is also well suited for contact centers who have hybrid staff, working from home and from the office, allowing supervisors and management to always stay in the know. Tracking metrics and agent performance goals is intuitive, and with 2Ring Dashboards & Wallboards you can gain business insights immediately”, says Ossamah Shabbir, Pre-Sales Director at 2Ring. 2Ring Dashboards & Wallboards offers their real-time reporting and alerting solution for contact centers operating on multiple platforms, including Cisco, Five9, Amazon Connect, Genesys Cloud CX, and Webex Contact Center. The solution consolidates data, empowering organizations to optimize operations, monitor agent performance, and deliver exceptional customer experiences. A sample layout of 2Ring Dashboards & Wallboards showcasing many customizable metrics and KPIs. With Dashboards & Wallboards, contact center supervisors and managers gain real-time visibility into key performance metrics, agent activity, and customer interactions. This enables proactive decision-making and drives enhanced performance. 2Ring is excited to engage with industry professionals and showcase the capabilities of Dashboards & Wallboards at Cisco Live! and Customer Contact Week. Don't miss the opportunity to experience the future of real-time reporting for contact centers. Also, if you'll be attending Cisco Live!, make sure to watch 2Ring's presentation in the Collaboration Village, on Monday, June 5th at 3:00pm Pacific Time. See you there! About 2Ring: 2Ring is a leading provider of contact center solutions, specializing in innovative tools and technologies that optimize performance and deliver outstanding customer experiences. Dashboards & Wallboards by 2Ring caters to contact centers operating on multiple platforms, providing real-time reporting and monitoring capabilities. www.2Ring.com Read the 2Ring press release here: https://wp.me/p2Q636-H3m

For almost two decades, Thomas Gelmi has been an executive coach, facilitator, member of the Forbes Coaches Council, and sparring partner supporting leaders and teams in their development at various levels and in numerous industries. He focuses on developing personal and interpersonal competence in leadership, teamwork, and customer relations. For his practice, he draws on an extraordinary biography with exciting milestones. Besides his many years of professional experience in various management positions, he spent seven years with Swissair, the former Swiss national airline. In the worldwide leadership and training of cabin crew, and in contact with international customers at 30,000 feet, he experienced first-hand how important a high level of personal and interpersonal competence is for effective human interaction. Additionally, he has been a team leader and trained caregiver in accidents and other extreme situations for many years.Thomas is a bestselling author of several books, among them BREAKTHROUGH, What Cabin Crew can teach you about Leadership, Teamwork and Customer Contact, and THE COACHING CODE, Practical tips for cracking the code and building a successful Coaching Business.Based in Switzerland, with a home near Zurich, Thomas works with leaders all across Europe and regularly in North America, Africa, Asia, and Australia. His clients include global corporations as well as SMEs and private individuals.More about Thomas:(Inter)Personal Effectiveness & Leadership DevelopmentHis books, Breakthrough and The Coaching CodeFostering a Resilient Environment within the WorkplaceBecoming an Authentic, Conscious, and Effective LeaderWhat Leaders are Doing Wrong and How to Fix itwww.livelifedriven.com

Join our resident Business Ninja Kelsey together with Marcus Gates, Senior Vice-President of Sales and Marketing of Axim, an Enterprise Communications Transformation specialist. Axim have evaluated, designed, virtualized and rationalized hundreds of Enterprise Communications and Customer Contact technology platforms for some of the largest organizations in the world. They are leading experts in transforming Enterprise Communications from legacy technology to cloud, and have a unique blend of Business, Architectural, CX, DB and Security expertise.Axim is vendor-agnostic; their goals are their clients' goals, and nothing else.  They help understand and define your specific requirements, and then help you make the best technology choices for your specific needs - without conflict of interest.Learn more about them and visit their website https://www.aximglobal.com/-----Do you want to be interviewed for your business?  Schedule time with us, and we'll create a podcast like this for your business:  https://www.WriteForMe.io/-----https://www.facebook.com/writeforme.iohttps://www.instagram.com/writeforme.io/https://twitter.com/writeformeiohttps://www.linkedin.com/company/writeforme/https://www.pinterest.com/andysteuer/Want to be interviewed on our Business Ninjas podcast? Schedule time with us now, and we'll make it happen right away! Check out WriteForMe, more than just a Content Agency! See the Faces Behind The Voices on our YouTube Channel!

Three Principles That Elevate the Customer Experience and Enhance Customer Lifetime Value This week, we welcome Dennis Wakabayashi to the Digitally Irresistible podcast. Known as the global voice of CX, Dennis is a renowned thought leader on the topic of customer experience. He teaches digital marketing at the University of Wisconsin-Madison and is also a distinguished speaker at the University of Oklahoma.  In 2021, Dennis was a keynote speaker at the World Marketing Summit in Turkey, the West African CX summit, and the LATAM CX conference; a workshop leader at Customer Contact week in the U.S.; and the host and MC of CXS Canada's largest annual Customer Experience event. In 2022, he was named CX influencer for Expo 2020 Dubai. On this episode, we tap into Dennis' expertise and discuss how to create a profitable customer experience based on the insights he shares in his book, “Laying Golden Eggs: How to Create Profitable Customer Experiences.”  The Writing Was on the Wall for a Creative Career Growing up in the inner city, street art provided an outlet for Dennis to express his creativity and transform his neighborhood streets into vibrant sources of inspiration. One day he completed a mural that read, “greatness can start from anywhere.” This garnered national recognition and features on news programs that caught the eye of the CEO of a prominent advertising agency. The CEO appreciated Dennis' talent and hired him as a production artist. Over the years, Dennis worked his way up to art director, strategist, creative director, and ultimately senior vice president of strategy for a national ad agency.  Through it all, Dennis maintained his curiosity to investigate what makes advertising and marketing effective and profitable. Today, as an instructor, speaker, and author he shares his thoughts and techniques so others can do the same. Getting Omnichannel CX Right The modern omnichannel customer service environment adds complexity and opportunity to the customer journey that didn't exist in years past. It can be a lot for brands to manage omnichannel CX in ways that align with their corporate culture and growth model while limiting costs and maximizing returns. This can lead to inconsistencies throughout the customer journey across different lines of business or even from one customer to the next. When organizations create a unified customer experience based on values that matter to them, they can better meet customer expectations and drive consistent revenue.  3 Components of a Profitable Customer Experience In his book, “Laying Golden Eggs: How to Create Profitable Customer Experiences,” Dennis separates the customer experience into three primary components: reputation, reach, and relationship. He finds that prioritizing these three elements throughout the customer journey provides opportunities to increase customer lifetime value, boost loyalty, and support long-term revenue gains. These three components unify the important touchpoints that connect a brand to a customer. In the modern digital world, social media and algorithms play a significant role in each of these three elements of the customer experience. 1. Reputation While working for a national burger chain, Dennis stood across the street from one of the restaurants and typed “burgers near me” into his phone. The search results didn't show the restaurant he worked for, even though he stood only a few feet away.  Reputation is everything to a brand and its visibility to customers. Google wants to show you the good burgers near you, not just any burger. When Dennis later started executing for that brand, he used social media to share great things about the burger chain and build its reputation. Then he introduced product promotions. This strategy yielded more profitable results than simply posting ads.  Reputation plays a powerful role in today's customer experience even though it's not as tangible to measure as other aspects of the customer experience.  Customers are willing to go out of their way to buy from brands with great reputations, even if their pricing is a little higher than their competition. This creates profitable customer experiences. Conversely, brands that lack a good reputation are hard for customers to find, especially when Google doesn't recommend them in search results.  This leads to the second part of the experience.  2. Reach In the burger situation, Dennis found that the promotions they offered through social media (such as a dollar off) would generate a huge backlash of criticisms of the restaurant or the burgers.  Although this is to be expected to a certain degree due to the nature of expression on social media, Dennis recognized the importance of building a strong reputation before focusing on the brand's reach through ads or promotions. The combination of a good reputation and broad reach reduced customer care costs and increased sales for the burger chain through social media monitoring and responding promptly to negative comments on the internet.  Dennis finds there is a strong correlation between the strength of a brand's reputation and the degree to which they can reach customers. Because this form of scaled communication relies on algorithms to connect with people online, a good reputation is essential in order to reach customers authentically. This builds a long-term customer relationship that supports greater customer lifetime value and revenue.   In addition to reaching a wide audience, reach also encompasses omnichannel customer experiences that offer myriad opportunities for brands to connect with customers through various channels.   By building a strong reputation, reaching customers across a vast number of channels, and developing a relationship with them through the use of technology, brands essentially adopt a business model that more closely resembles a subscription model than retail.  In this process, loyalty forms a key attribute of the relationship or the experiences that brands have with customers at scale.  This leads to the third and final pillar, relationship.  3. Relationship  With so much content across all these digital channels, brands must think about how to develop and sustain relationships with customers. When a brand wants to drive incremental revenue year over year, building long-term customer relationships is one of the best CX strategies they can deploy. These relationships are cultivated well through email and loyalty programs, but many brands have also been able to use social media to convert connections to e-commerce opportunities. Digital channels form the main element of most customer experience strategies that drive consistent revenue at scale through a strong customer relationship across industries.  The bigger the brand, the more customers they have, the more integrated their customers are into their technology, and the more difficult it is to advance the additional technological opportunities that are available to them. Newer companies and startups, on the other hand, tend to have an advantage in building relationships through digital channels because they're not built on legacy technology systems. Instead, they start with a new technology base to acquire customers, build relationships, develop a social presence, and build their reputation. Dennis finds that business to business brands tend to move a little faster in developing their customer experience because they're typically inbound marketing organizations, while business to consumer brands enjoy greater opportunities for profitability although they implement CX a little slower.  The Role of the Customer Journey The customer journey should connect the reputation, reach, and relationship between a customer and a brand. These three principles are connected by transparent, actionable data to create profitable customer experiences at scale for any organization, large or small.  What Dennis Does for Fun Dennis' family and coworkers would say work is where Dennis finds his fun, because he's always working.  But that all changed when Dennis received a virtual reality (VR) headset from his family for his birthday. Now, his favorite pastime is playing Beat Saber—a rhythm and music VR game set in a futuristic world.  To learn more about Dennis and how to create profitable customer experiences, connect with him on LinkedIn, Twitter, and his website www.denniswakabayashi.com. Watch the video here. Read the blog post here. 

Soul Pitt Media Health & Business Report Episode #31 | Interview with Traci Jackson, Director, (Customer) Contact Center, Duquesne Light Company Join Craig as he discusses with Traci: Which career path did you take to achieve your current job with Duquesne Light Company? Does Duquesne Light Company offer any programs to help customers who may be behind on their utility bills due to the recent economic climate? If any of our listeners are interested in a Customer Service Career with Duquesne Light Company how can they apply? Additionally, make sure you listen to our Community Calendar (brought to you by Port Authority Transit Employment) with Debbie Norrell at the end of each of our interviews so you can keep up with what's going on in our Pittsburgh region. Soul Pitt Media's Health & Business Report is sponsored by UPMC, Port Authority Transit, Duquesne Light Co., ThermoFisher Scientific, Pennsylvania's Children's Health Insurance Program (CHIP), and PA Unites Against COVID.

Paul provides seven tips to deal with the inevitable issue of losing your main contact. Show Notes  How many good relationships do you have within your top customers? How many should you have?  When meeting the new decision maker, reinforce the popularity of your solution. Discuss your new key contact's expectations and goals. When transitioning to a new contact, treat the business as new business. Ask the new contact how you can make this transition easier for them. Visit www.ToughTimer.com to get started on the 30-Day Tough-Timer Challenge! Order your copy of Selling Through Tough Times from Amazon or Barnes & Noble! Click here to purchase the latest edition of Value-Added Selling! *** Thank you for tuning in. Our show is updated weekly with the questions you ask. So, please go to the home page to ask the question that you want answered. Thank you to our production team at The Creative Impostor Studios. Be sure to follow our show in your favorite podcast app and share this episode with a colleague or friend. And most importantly...make it a big day.

Dennis is currently one of the leading voices around the world on the topics of Customer Experience, social media, and digital marketing. In 2021 he was a keynote speaker at the World Marketing Summit in Turkey, West African CX summit, LATAM CX conference, eWorld Marketing Summit, workshop leader at Customer Contact week in the USA, and the Host and MC of CXS- Canada's largest annual Customer Experience event. In 2022, he was named as the CX influencer for Expo 2020 Dubai, a distinguished speaker at the University of Oklahoma, an Advisory Council Member for the University of Houston, and teaches Digital Marketing at the University of Wisconsin-Madison

In this episode, we dig deep on Apple's token trade-off as it settles its class-action lawsuit brought by U.S. app developers, what it means for other legal and regulatory threats to the company, and what the implications could be for future Apple platform. Finally, we look at app evolution against the backdrop of how the web and Apple have changed since the early days of the App Store. Join Shawn DuBravac of Avrio Institute and Ross Rubin of Reticle Research as they dig deep into tech news in every episode of Techspansive!

Is it too late? Will video still be the most popular channel in the post-pandemic world? Stuart Fearn, Head of Customer Contact at Newcastle Building Society, believes it will. Before the pandemic, he had never thought that video could be a way to connect with customers. Stuart explains how this solution became an integral part of their customer success strategy.  Stuart's LinkedIn Profile - https://www.linkedin.com/in/stuart-fearn-mbe-3602761a/   01:17 - Stuart's vision of the branch of the future I 04:24 - Customer service during the pandemic I 05:52 - Views on customer service automation and digitalisation I 07:59 - Video as another channel I 11:31 - The challenges of implementing new technology I 14:14 - Will video replace F2F service?

The future of our meetings will happen online. Less travel, more focus, more efficiency and saving the environment on the way. However, most organisations are not prepared to engage with their customers in online meetings. How can your organisation do it better? Niels Brabandt offers advice. Guest of the week: Ron Karr, international speaker, consultant and expert from New York City. He will share with us why you need a Velocity Mindset.

Richard Lummis is on assignment this week so I am pleased to host Thomas Gelmi. Gelmi is a world-renowned executive coach and leadership trainer. In this episode, he explains why he is so passionate about leadership and executive coaching. Highlights include:  What is the difference between executive coaching and executive sparring? Why do you maintain that leadership in the 2020s requires a stable personality, someone who knows their own strengths and limitations and who deals with these in an authentic, relaxed and open way? How do you coach leadership development?  What Cabin Crew can teach you about Leadership, Teamwork and Customer Contact? Why did you write this book? Who is its target audience? Why use the analogy of the cabin crew to teach leadership? Favorite real-life story from the book? How has the Coronavirus health crisis over this year changed your approach to leadership? What do companies and individuals need to be thinking about regarding leadership into 2025 and beyond?  To find out more about Thomas Gelmi, check out his website by clicking here. Check out his LinkedIn profile here. For a copy of his book, go to What Cabin Crew can teach you about Leadership, Teamwork and Customer Contact Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode I speak with Eric Kades, founder of the platform TextChat. Eric has over 20 years of experience building customer contact teams, and recently developed the TextChat platform, which offers a new & revolutionary way for support & sales teams to interact with their clients. Have a listen as Eric talks us through this new platform together with his thoughts on using AI and Chatbots within the Customer Contact industry. Enjoy!

The Covid lockdown has changed the way we do business. Many of our methods for staying in contact with our customers have gone by the wayside. We are a full year into the problem and waiting for it to go away is a losing strategy. It’s time to develop new approaches and processes for building our customer relationships. So try not to get your knickers in a knot as I discuss Customer Contact During Lockdown with special guest, Peter Beaumont. That and much more on episode 446 of the Get in the Door Podcast.

In today's episode Paul Jamison shares about the importance of collecting customer contact information such as email address, physical address, name, and phone number. This will help in future marketing campaigns and increase the value of your lawn care business if you decide to sell it one day.  www.LawntrepreneurAcademy.com/ Hardscape Academy Try Jobber! Free Trial Gulf Coast Bookkeeping 1:1 Business Coaching w/ Paul Jamison  

DOWNLOAD FILE brx_pro_tip_no_plan_survives_customer_contact.mp3 transcript powered by Sonix—easily convert your audio to text with Sonix. brx_pro_tip_no_plan_survives_customer_contact.mp3 was automatically transcribed by Sonix with the latest audio-to-text algorithms. This transcript may contain errors. Sonix is the best audio automated transcription service in 2020. Our automated transcription algorithms works with many of the popular audio file formats. Stone Payton: […]

DOWNLOAD FILE brx_pro_tip_no_plan_survives_customer_contact.mp3 transcript powered by Sonix—easily convert your audio to text with Sonix. brx_pro_tip_no_plan_survives_customer_contact.mp3 was automatically transcribed by Sonix with the latest audio-to-text algorithms. This transcript may contain errors. Sonix is the best audio automated transcription service in 2020. Our automated transcription algorithms works with many of the popular audio file formats. Stone Payton: […]

When you're calling or chatting with a customer contact center, you're likely to be put on hold for several minutes because the agent needs to look up your data in various systems. In this interview with Wayne Tuck, the Chief Product Owner at Pegamento, we discuss how organizations can enhance their infrastructure in a way that enables customer-facing people to really focus on what's important: the human factor. By sticking applications together in a smart way and buidling the right technology landscape. The podcast covers the following important topics (and more): How to improve customer-facing departments by automation How companies can really understand customers Where to start as an organization LinkedIn Wayne Tuck: :https://www.linkedin.com/in/waynetuck Website Wiideman Consulting Group:https://www.pegamento.nl/ If you want to be on this podcast or would like to know more about Marketing Technology, contact Elias Crum at e.crum@marketingguys.nl

Originally posted on: https://www.cbtnews.com/7-customer-contact-selling-points/ On this week’s episode of the Weekly Tune-Up, Jim Fitzpatrick sits down with guest host Michael Roppo, President of Automotive Domain Results, to go over his seven fixed-ops customer contact selling points in detail. -------------- CBT Automotive Network is a multi-media platform for retail automotive professionals. With digital channels including a daily show, informative website, daily eNewsletters, monthly magazine, webinars and 9 network shows hosted by the industry's top trainers and thought leaders. CBT is your dealership's "go to" source from the showroom to the service drive. https://www.cbtnews.com/ CONNECT WITH US! Contact us: info@cbtnews.com Subscribe: https://www.cbtnews.com/freesubscription Facebook: https://www.facebook.com/CarBizTodayNews Twitter: @CarBizToday Instagram: https://www.instagram.com/carbiztoday/

“There is no cloud. There is just someone else’s computer.”    While it may elicit a chuckle, for companies that are looking to grow at scale, stay flexible, and adapt to a changing marketplace, it may send the wrong idea.    Is cloud the right move? Isn’t it more efficient and more reliable to keep your infrastructure on-premises?    Scott Kolman, Senior VP of Corporate and Product Marketing here at Five9, shared with us some insider info on what the cloud means for contact centers today and looking forward.   We heard from him about: How to address customer trepidation around the cloud. The key value adds of the cloud to a contact center. What the future holds for this technology.

February 23, 2019Customer ContactLet customers contact you by whatever means they prefer.www.bigyellowsticky.com©2019 | @dontheideaguycustomer, contact, communication, preferences

Today I'm talking to a soft-spoken Irishman, Fionán Mc Donnell, who is the NSW New Business Manager at Macquarie Telecom Group. This episode is the first part of a Macquarie Telecom Group masterclass on how to achieve the best Net Promoter System score (a concept developed by Fred Reichheld). On today's podcast: How they created a gold-class customer service centre Why they spent a lot of time on recruitment Why they made sure that their customer service professionals felt empowered Prioritizing customer satisfaction over operational efficiency The power of transparency and the supervisor feedback group What Fred Reichheld, the creator of the NPS, told Fionán after visiting their contact centre Links: Meet Fion YouTube Video The Ultimate Question 2.0 The Net Promoter System Podcast

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Customer Contact Week is arguably the biggest and most important contact centre, CX and customer care event on the planet. UC Today attended the event this year, which took place in Las Vegas in June. Five9 was the main sponsor and one of the most visible and prominent brands at the event. Patrick is joined by some of their executive team to discuss the event from a Five9 perspective but also review their position in the industry.

Navigant looks at how healthcare providers are responding to evolving customer expectations, and the need to increase patient satisfaction, with customer contact centers as the epicenter of a provider’s identity.

Customer Contact Week is arguably the biggest and most important contact centre, CX and customer care event on the planet. This year's event starts on the 18th of June in Las Vegas and UC Today will be there to bring you all of news. One of the biggest and most exciting brands attending will be Five9 who provide leading cloud contact centre software. In this episode we speak to them to preview the event to find out why it is so important for providers of CX enablers.

Mark Nadler, Berkshire Hathaway HomeServices Westchester Properties, talks about expanding quality customer contact with new technologies.

Change surrounds contact center managers: mergers, systems changes, organizational changes are all high-impact events that present managers with huge challenges. Join us for the final CallTalk episode of 2017 as we explore these issues with our Change Management expert, Steve Ellis. Steve will share his exceptional experiences and walk us through a structured approach to leading contact centers during major changes. Be ready to take notes on tips to prepare your team for both change – and success!

Keeping in touch with all customers is important to the overall well being of your bank account.

This podcast covers how to access certain custom fields in reports in OnTime. The built in Stored Procedures for Defects, Features, Tasks, Incidents, and User Dashboard reports include all of the custom fields along with the Item, and the fields stored along with the Customer and Customer Contact for items. Also in the video is a quick way to print out a report which will give you the names of all of the Custom fields in the database for quick reference when creating reports

This podcast covers how to access certain custom fields in reports in OnTime. The built in Stored Procedures for Defects, Features, Tasks, Incidents, and User Dashboard reports include all of the custom fields along with the Item, and the fields stored along with the Customer and Customer Contact for items. Also in the video is a quick way to print out a report which will give you the names of all of the Custom fields in the database for quick reference when creating reports

How does the customer use your products and services to drive continuous improvement? This best practice tracks customer usage of your current offer to improve the current offer and it is produced.