Podcasts about customer contact

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

New ways to interact with users from skills See acast.com/privacy for privacy and opt-out information.

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.