Podcasts about officium labs

While digital transformation isn't a prerequisite to improving customer experiences, it sure helps! However, it's not that simple. If you're trying to upgrade your digital experiences (or just looking to measure the perception of services and products better), join Matt Beran and Nate Brown (Arise) on this live session to understand and overcome the blockers and friction that tend to get in the way of great experiences. Nate Brown is the Senior Director of CX at Arise and Co-Founder of CX Accelerator. His primary focus is helping employees understand the customer journey and how they play a role in improving it. Some of his previous experience includes being the Chief Experience Officer at Officium Labs and the Head of Customer Experience at UL.

In today's episode, I chat with Jonathan Shroyer, a San Mateo, CA-based Chief Customer Experience Innovation Officer, at Arise Virtual Solutions Inc., a disruptive technology platform connecting the world's biggest brands with a previously untapped network of small business owners and their agents. Prior to this, he held roles with Microsoft and Kabam.Jonathan's mantra as a leader is to dream big and go forth to achieve what others say is not possible. The future is built by those that say how can it be done and adapt Nelson Mandela's ‘Win or Learn' philosophy. The results speak for themselves, as Jonathan has been recognized by the Wall Street Journal with a Lifetime Achievement Award, by Forbes and Fortune USA as one of the Top CX Professionals of 2022Given the depth and breadth of his experiences, it was rather predictable that we discussed the future of work. And I was particularly interested in Jonathan's take given the diversity of organizations he's supported. We also tackled customer experience, and more broadly, its intersection with employee experience. I've been saying for years now that a merger between Marketing and HR is in the not-too-distant future. The melding of inside and outside voices necessary to ensure organizations not only talk the talk, but walk the walk. It was such a pleasure connecting with Jonathan. And I hope you enjoy it. Jonathan ShroyerJonathan's mantra as a leader is to dream big and go forth to achieve what others say is not possible... The future is built by those that say how can it be done and adapt Nelson Mandela's Win or Learn philosophy. This has never been more evident than in co—founding of Officium Labs, which Arise acquired in 2021. Jonathan also believes actions speak louder than words.LinkedInTwitterThinking Inside the BoxConstraints drive innovation. We tackle the most complex issues related to work & culture. And if you enjoy the work we're doing here, consider giving us a 5-star rating, leaving a comment & subscribing. It ensures you get updated whenever we release new content & really helps amplify our message. LinkedInInstagramTwitterWebsiteApple PodcastsGoogle PodcastsSpotifyStitcherPocket CastMatt BurnsMatt Burns is an award-winning executive, social entrepreneur and speaker. He believes in the power of community, simplicity & technology.LinkedInTwitter

Jonathan Shroyer is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing, and offshoring consulting firm. Arise acquired Officium Labs, a company he co-founded, last November 2021 and is now known as Arise Gaming. Jonathan has been involved with customer service as a professional and a leader for more than two decades, leading large teams at established companies such as Microsoft, Monster, Autodesk, and startups like Postmates, Kabam, and Forte Labs.  Recognized as a renowned thought leader in the industry through multiple mentions, Jonathan is a sought-after speaker at CX conferences, a guest in podcasts, and a writer about his passion—the future of customer service and the CS marketplace. Key Takeaways The current state of CX in a ‘post' pandemic worldA mindset-shift tip to take from the video gaming world - Jonathan explains how and why it's more valuable to retain players than to acquire new onesSetting organizational core values that focus not just on the business side of things, but on the people side as wellWhy it's important to always keep your customer in mind when designing new products or servicesJonathan digs into the two core pillars for ensuring success in the gaming industry; retaining and engaging players on a daily basisThe early warning signals of potential churning in your business; and the systems you can put in place to prevent this from happeningGiving your employees a level of experience where they feel valued enough to provide even higher levels of productivity Connect with Jonathan Linkedin - https://www.linkedin.com/in/jerryleisure/   Website - http://truecustomersuccess.com/   Twitter - https://mobile.twitter.com/chiefcxofficer  

Jonathan Shroyer is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing, and offshoring consulting firm. Arise acquired Officium Labs, a company he co-founded, last November 2021 and is now known as Arise Gaming. Jonathan has been involved with customer service as a professional and a leader for more than two decades, leading large teams at established companies such as Microsoft, Monster, Autodesk, and startups like Postmates, Kabam, and Forte Labs. Recognized as a renowned thought leader in the industry through multiple mentions. Jonathan- https://www.linkedin.com/in/jerryleisure/ Arise- https://www.arise.com/ Ishu Singh- https://ishusingh.com/ Starting to know- https://startingtoknow.com/ Get 20% off on Unbounce- Learn more DISCLAIMER: Some of the links above are affiliate links, where I earn a small commission if you click on the link and purchase an item. You are not obligated to do so, but it does help fund these episodes in hopes of bringing value to you! For sponsorship, product reviews, and collaboration, you can email me here: ishu@startingtoknow.com

Welcome loyal listeners to another episode of The Loyalty Minute, I'm your host Rob Gallo and today I am excited to chat with Jonathan Shroyer. Jonathan is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing, and offshoring consulting firm. Arise acquired Officium Labs, a company he co-founded, last November 2021 and is now known as Arise Gaming. Welcome to the show Jonathan, thanks for joining me… For those loyal listeners out there who don't know who you are or what you do, perhaps you can share a bit of your story and background. --- Send in a voice message: https://anchor.fm/rob-gallo/message

In 2019, Jonathan Shroyer, alongside his Co-Founder Scott McCabe, started Officium Labs with the goal to help clients turn contact centers into profit centers. After two years of seeing incredible growth, Jonathan was approached by three investors to acquire Officium Labs. Shroyer ultimately ended up selling to Arise for around 20X EBITDA.

Hey CX Nation,In episode #158 of The CXChronicles Podcast we welcomed Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise (Officium Labs) based in Miramar, FL. Arise Virtual Solutions (Officium Labs) has created a disruptive technology platform that connects the world's biggest brands with a previously untapped network of small business owners and their agents.  This entrepreneurial network of work-from-home Service Partners creates exceptional customer experiences that increase sales, improve loyalty, and speed customer growth. The Arise® Platform enables Brands to transform the relationship between their company and their customers through state-of-the-art security, access to Brand advocates, and on-demand flexible capacity to handle sudden or seasonal volume changes.Listen to Jonathan and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Arise  as they've built & grown their business to improve the future of the customer experience & success space.**Episode #158 Highlight Reel:**1. Ideas for building your own customer focused business leader career roadmap & goals  2.  Why CX and CS is one of the paramount revenue engines to grow your business 3.  How the top 100 CX/CS SaaS solutions are constantly evolving & changing for the future 4.  Why third party assessments or CXScorecards can be a game changer for your business 5.   Embrace your customer & employee feedback + fail fast, fail forward & fail openly!Huge thanks to Jonathan for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.Click here to learn more about Jonathan Shroyer Click here to learn more about AriseIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & customer focused business leader content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer & employee happiness a habit!Support the show (https://cxchronicles.com/)

In this podcast episode, Sean and Nate discuss:How consumer behaviors have changed drastically and what this means for brands.How to navigate the VarientVerse - saying hello to the new normal.How to better equip and protect your agents.How to leverage Mission-Driven CX and establish a Brand core to expedite your CX growth engine.…and so much more! Meet our guests:Sean Wisdom, Senior Vice President of Global Marketing at Arise.He has been a driving force in bringing cutting-edge technologies to businesses worldwide for over 20 years.  With extensive experience in sales, sales management, and all facets of marketing, Sean has started successful global business solutions programs for Verizon and Dell.  At Verizon, Sean started the Global Enterprise and Government division and managed all GTM activities for Emerging Technologies.  At Dell, Sean led the development of the Evolving Workforce strategy which leveraged technologies across mobility, cloud, and security to enable remote work and "The Future Ready Enterprise."  Most recently, Sean transformed the GTM strategy for Office Depot including segmentation, strategic messaging, and digital demand generation strategies.  Nate Brown, Senior Director of Customer Experience at Arise.He is a perpetual student of the world's greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves. References:Gartner Article: "The Omicron Variant Is Impacting the Return to the Office — What Should HR Leaders Do Now?"Gartner Article: "Gartner Unveils Top Predictions for Customer Service and Support Leaders in 2022 and Beyond"

Listen to Jonathan Shroyer from Officium Labs and I discuss the past, present, and future of customer experience. On this episode, Jonathan shares his experiences of seeing the industry evolve over 23 years and the factors behind it. He talks about: What role has technology played in the evolution of the customer experience industry? What are his 2022-2023 predictions for customer experience? What is the future of payment methods in the ecommerce world? Which brands does he think have the best CX? He shares interesting experiences of working in the service industry of things going wrong and how to deal with them. Jonathan recently got the Entrepreneur of the Year award by the Global Choice Awards. So, customer experience tips from him are really going to be something big for your brand. Tune in now to start learning! See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Welcome to the second episode of my podcast, where we discuss all things customer experience with Jonathan Shroyer, CEO and Co-Founder of Officium Labs. On this episode, Jonathan enlightens us about: The basics of customer experience. How you can treat the customer right. How Officium Labs shifted customer service from a cost center to a profit center. How to evaluate the ROI of customer experience. How the customer experience industry evolved during and after the COVID-19 pandemic and tips to keep serving your customers right all through it. Tune in to the podcast now to find out more about customer experience! See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Customer experience has become the major differentiator in the business world. We are bombarded with marketing messages trying to lure us to their products or services, but what if you could ensure that all your customers were satisfied? Officium Labs has recently launched a new service for businesses that allows them to gain insights about customer experience before they make an investment, and centralize support requests. On this episode, a customer experience expert and the CEO and Co-Founder of Officium Labs, Jonathan Shroyer talks about his company. Tune in to find out: What attracted him to the CX industry. How he came up with the idea to start Officium Labs. How the company is helping businesses serve their customers better. He also reveals his future plans for the company and for disrupting the CX industry. Listen to him talk about it all.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Meet our guests:Jonathan Shroyer  has been a customer service professional and leader for over 23+ years, leading large teams at established companies such as Microsoft, Monster, Symantec, and Autodesk, as well as startups like Postmates, Kabam, and Forte Labs. A thought leader in the industry, Jonathan can often be found speaking at CX conferences, participating in podcasts, and writing about his passion—the future of customer service and the CS marketplace.John Pompei  is a  results-oriented leader, with extensive experience driving operational excellence in support of customers and partners. He is experienced in navigating large organizations, developing collaborative relationships and recognized for leading multicultural cross-functional teams, aligning them to a single vision and driving change that enables customer and company benefits.Robert Padron is a transformational C-Level executive offering over 25 years of success in growing companies that provide customer service, sales and retention operations to major brands. He has significant expertise in delighting customers by leading high performing teams, evolving the customer experience to exceed expectations and implementing scalable contact center solutions through omni-channel platforms that meet customer needs utilizing at home virtual environments and traditional brick and mortar solutions (on-shore, nearshore and offshore) while maintaining a reference status of 100% from key client executives.Mentioned in this Episode:Officium Labs: The Future of ServiceArise Virtual Solutions: be there. be aware. be essential.Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube

Jonathan Shroyer the CEO and Co Founder of Officium Labs shares how to turn customer service from a cost center to a profit center. Get more info at https://www.OfficiumLabs.io/

Getting your whole company bought into the importance of customer experience is no small task. Yet, it's one that's critical to your success. Nate Brown, CXO at Officium Labs, joins the show to share why. From revealing his CX pet peeves to calling out inauthentic leaders, Nate doesn't hold back. He explains how aligning your marketing, product, and CX enables a frictionless experience. Listen to the conversation for some tough love, helpful insights, and practical ways to build a CX legacy.

Nate Brown is a perpetual student of the world's greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by over half a dozen organizations and associations. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves. Find his podcast at Podcasts — Officium Labs We discuss the brand promise – what does your brand stand for and what promise is it making and what expectations are you setting? He teaches us about the peak-end rule. Your patients will remember the first and last impressions most, so what are you doing to maximize their experience at those key points. When his daughter had surgery at Vanderbilt, they were given a “journey map,” so they'd know what their day was going to look like and this concept could be applied to many of our patients' journeys. Lastly, with a coming “great resignation,” what we can do to create a culture of appreciation within our practices. This week's sponsor is Advice Media. Don't delay booking your demo today for a $60 Amazon Gift Card and some awesome insight on how to improve your digital presence, go to www.doctorpodcastnetwork.com/advicemedia 

IT After Hours is becoming the favorite podcast for anyone who to eavesdrop on IT legends, business leaders and old friends having the kind of incredible, unscripted conversations that you won't hear anywhere else. Today's guest Nate Brown is truly a legend in the CX (customer experience) world. He's currently CXO at Officium Labs, the Co-Founder of CX Accelerator, a badass speaker, writer and CX designer. I've seen him speak many times and it's always fantastic. His sweet spot is helping employees to understand the customer journey and how they play in role in improving it. He's a creative, honest, self-aware dude and this chat as always goes far beyond CX and IT into what really matters, like being happy, the power of gratitude, and being a work in progress, which let's be honest is true of all of us.  BONUS: Our buddy MaddieBear from episode 3 sits in to co-host this one. I'm already looking forward to his next time on the pod, this chat was so fun, hope you enjoy it as much as we did!__________Other Links:Subscribe and Rate us on iTunes!!Find out how QSTAC transforms the experience and reputation of your enterprise IT or ESM team.Read Ben's Book, Badass IT SupportBen and QSTAC on LinkedinThe music for the intro and outro comes from my favorite band of all time, Steamroller from Austin, TX. Thanks everyone for listening, and see you next time at IT After Hours!

Jonathan Shroyer, CEO and Founder, Officium Labs, Unlocks The Startup Code on DotCom Magazine About Jonathan Shroyer and Officium Labs: Officium Labs is a decentralized network of thought leaders and innovators who help companies create best-in-class service experiences for their customers. Our diverse team features members from every geography, with backgrounds spanning industries such as gaming, tele-health, and on-demand delivery services. Jonathan Shroyer, CEO and Founder, Officium Labs, Unlocks The Startup Code on The DotCom Magazine Entrepreneur Spotlight Series. After 2 years in business, and successfully navigating the startup process, Jonathan shares the keys to the startup code with other entrepreneurs. Officium Labs has already grown exponentially since its start, and Jonathan Shroyer shares his entrepreneurial story in this compelling and informative interview. Energized by an audacious new idea, founders Jonathan Shroyer and Scott McCabe took several long walks around San Francisco in the spring of 2019. As the steps ticked by, they talked about the enormous opportunity to use CX to help companies maximize their revenue. They discussed the vast network of CX resources and capabilities that are currently untapped and hampered by traditional resourcing models. They recognized that it was time for a new, innovative customer experience model to help companies protect or generate value. It was time for a break with the past. It was time for Officium Labs. Officium Labs helps brands deliver incredible customer experiences. The company is a global collection of industry leaders and experts that are building the future of customer experience (CX). They provide the best-in-class people, products, and practices for their customers, transforming customer service from a cost center to a growth opportunity. Officium's Connect platform connects on-demand CX workers with companies in need of CX staff. Its Transform experts provide consulting and coaching to service leaders of all types. Officium is Latin for service. Officium Labs believes in service—as an experience, as a business, as a social responsibility. They believe great customer experiences drive loyalty and want their customers to be known for creating incredible customer moments. Officium Labs was founded in 2019 on the concept of a decentralized network of people and currencies. Its remote workforce model has the potential to improve work/life balance and shift wealth from large cities to new communities around the world. Through the Officium Foundation, the company is building future CX leaders by providing scholarships and mentorship programs to disadvantaged youth in the US. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Welcome to another episode of the Experience Matters Podcast powered by Officium Labs, each episode we will focus on one challenge, talk to two experts, and offer three innovative solutions to propel you forward and accelerate your customer experience results.Our host, Nate Brown is joined by Jeannie Walters and Brian Carlson to talk about patient experience and how we can better reframe our perspective- even as CX professionals.Let's work together to make experiences that matter!Meet our guests:Jeannie Walters helps business leaders — from individuals to small businesses to fortune 1000s — learn and apply customer-centric initiatives that benefit their customers, employees, and bottom line. Jeannie believes that customer experience is more than a customer journey map or a Net Promoter Score. It's the actions a team takes on a daily basis to use these tools to serve your larger organizational goals.Jeannie approaches CX strategy in a different way: “Let's build the right vision, strategy, and outcomes around customer experience to meet or exceed our larger company-wide goals.”Working with cross-functional leadership, she helps organizations make CX a part of their everyday culture and not just a one-off initiative that's quickly forgotten about.Brian Carlson currently serves as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago. In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting, Physician Liaison, and Center for EMS Excellence. Strategically he advises on institutional goals, employee engagement, culture, and patient engagement programs, including online patient portal My Health at Vanderbilt.Key Takeaways:[1:45] What got Jeannie involved in the patient experience?[2:30] Brian shares what got him into the field of patient experience.[5:26] How do we equip patients with the right tools to navigate the healthcare journey?[7:50] There are many entry points to the healthcare system and CX´s work is about to make the experience easier and smoother.[10:20] Jeannie shares an example of patient experience in times of pandemic.[12:55] Jeannie talks about the value of journey maps.[14:32] How do we equip the group of people that are delivering the patient experience?[16:33] Service is at the center of the patient experience, we need to operationalize empathy.[18:15] Jeannie gives an example of innovation to enhance the patient experience.[21:20] Doctors need to have the space to be vulnerable too and talk about their feelings and struggles.[26:15] Teams are made not just by doctors and nurses, and all are part of the care team for each patient.[30:12] Nate talks about the power of the organization of tribes and how building communities is vital for human beings.[33:18] Don't lose sight of the basics.[34:05] What is the difference between a good experience and the best experience?[36:33] Brian speaks about the digital environment and its limitations.Mentioned in this Episode:Officium Labs: The Future of ServiceFollow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube

Welcome to another episode of the Experience Matters Podcast powered by Officium Labs, each episode we will focus on one challenge, talk to two experts, and offer three innovative solutions to propel you forward and accelerate your customer experience results.Our host Nate Brown is joined by Paula Friedrich and Mary Drumond, two of the greatest minds in the CX field who will take a dive deep into the psychology of customer experience to understand how we can enhance both the perceptions and outcomes of our customers. Let's work together to make experiences that matter! Meet our guests:Mary Drumond is the Chief Marketing Officer at Worthix. She has a +10 year track record in positions of leadership; extensive experience in management, digital marketing strategies, public speaking, growth strategies, and multi-language communication skills (trilingual).Her most recent ventures include digital marketing leadership and growth hacking for Startups. Mary is experienced in a plethora of cutting-edge marketing tools and mindsets that are essential for companies with growth as their key objective. Paula Friedrich Global Director of Customer Connection at Twitter. Paula is a Customer Experience leader with an extensive background in CX strategy, programs, and culture. She has 17+ years of customer experience and product experience in high-tech. Paula's expertise is in driving insights to action, customer listening, and employee engagementPaula is an Experienced Product Management leader and SaaS journey mapping. Paula's role stretches from top issues resolution, Global communications, C-level comms, external media presence, to CX crisis response. Key Takeaways:[2:27] Punch #1: How do we listen and understand the customer mindset?[2:33] Mary shares a personal story to exemplify how to understand the customer mindset.[4:51] Paula shares her perspective on the importance of understanding the complex patterns in human behavior.[6:45] You need to listen to your customers and what they are asking for.[7:01] The issue of customer loyalty.[8:12] Paula shares how they listen to customers on Twitter.[11:39] Punch #2: How do we embed human interaction into the journey?[13:56] Paula shares how another way to scale human interaction is to encourage customers to connect with each other.[15:42] Mary talks about the role of human interaction in the CX field.[18:43] Which issues are causing your customers to leave your company?[20:33] What are “top issues”?[23:03] Why “ripping off the bandaid” is the worst thing that you can possibly do.[25:43] Paula talks about the complexity of human beings.[28:05] Punch #3: Reframing experiences with an eye for action.[30:14] Customer experience chameleon tactics.[31:43] Paula brings the concept of empathy to the discussion.[33:40] Mary talks about the importance of understanding your data.[35:04] Every role inside a company impacts the customer and turns into an opportunity to drive action.[36:50] The CEO cannot handle everything![38:30] Paula and Mary talk about executive support and its relationship with the ability to bring value. Mentioned in this Episode:Officium Labs: The Future of ServiceFollow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube

Nate Brown is the Co-founder of CX Accelerator, a company that helps customer experience-focused professionals succeed through a first-class virtual community. He is also the Chief Experience Officer at Officium Labs, where he serves customers and builds up brand presence through story-driven marketing.  Nate is the author of the “CX Primer,” a comprehensive guide to customer experience management. He was named the CX Influencer of the Year by Cloud Cherry in 2019 and a Top Global CX Thought Leader by TruRating, Qminder, ProcedureFlow, and many others. In this episode… A great customer experience is what gives your product or service value, but a bad customer experience can make you lose business. So how do you make sure your customers are getting the best experience possible? What are the strategies to positively impact your customers? Customer service expert Nate Brown says that your customers are a big part of marketing; they network and share their experience — good or bad — with other potential customers. You have to earn a great reputation from customers by creating an effortless experience for them. So how exactly can you foster a culture in your business that inspires a positive encounter for your customers and a favorable opinion of your company?   In this episode of the Multiply You Podcast, Austin Clark is joined by Nate Brown, Co-founder of CX Accelerator and Chief Experience Officer of Officium Labs, to talk about strategies for promoting incredible customer experiences. Listen in as Nate shares the best practices of customer experience, from employee connection, to establishing loyalty, to creating a unique brand identity. Stay tuned.

In episode #124 of The CXChronicles Podcast we welcomed Nate Brown, Chief Customer Officer at Officium Labs based in San Mateo, CA.  Officium is Latin for service. Officium Labs believes in service—as an experience, as a business, as a social responsibility. Officium Labs helps brands deliver incredible customer experiences. The company is a global collection of industry leaders and experts that are building the future of customer experience (CX). They provide the best-in-class people, products, and practices for their customers, transforming customer service from a cost center to a growth opportunity. Officium’s Connect platform connects on-demand CX workers with companies in need of CX staff. Its Transform experts provide consulting and coaching to service leaders of all types. Episode #124 Highlight Reel:1.) Targeting the traits of an excellent CX team 2.) Building a CX Change Coalition In Your Business 3.) Average enterprise company has 464 tools running their daily ops! 4.) How customer service can increase wallet share & make LTV #'s bump 5.) Improving your customer's life, increases your bottom line.  Huge thanks to Nate for coming on the show and featuring his work and efforts in pushing the Customer Experience & Customer Success space into the futureClick here to learn more about Nate Brown Click here to learn more about Officium LabsIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!Watch  The CXChronicles Podcast On Youtube HereSupport the show (https://cxchronicles.com/)

In this episode of the State of Customer Service podcast, we chat to CX leader, Nate Brown. He and his team at Officium Labs been working closely with a Fortune 10 gaming company to help build them a best-in-class customer service experience. The goals of the project? 1/ By 2023, reach 80% customer satisfaction (30% baseline). They achieved 90% by 2021. 2/ Increase lifetime value by 15% by delivering customer support to MVP game players by 2023. 3/ Achieve 35% automation by 2023 The incredibly talented team at Officium Labs have been hard at work and have seen fast progress towards all of these goals—they've generated and protected upwards of $4m over the course of this project so far. This episode will teach you all about their approach to the challenge and give you some customer service improvement takeaways to implement yourself. P.s. If you're not already part of it, the CX Accelerator is a great Slack channel to join to meet others in the CX space.

officiumlabs.io

Jonathan Shroyer, CEO and Founder, Officium Labs ,A DotCom Magazine Exclusive Jonathan Shroyer, CEO and Founder, Officium Labs A DotCom Magazine Exclusive Interview About Officium Labs: We are building the future of service. Officium Labs is a decentralized network of thought leaders and innovators who help companies create best-in-class service experiences for their customers. Our diverse team features members from every geography, with backgrounds spanning industries such as gaming, tele-health, and on-demand delivery services. Our Story Energized by an audacious new idea, founders Jonathan Shroyer and Scott McCabe took several long walks around San Francisco in the spring of 2019. As the steps ticked by, they talked about the enormous opportunity to use CX to help companies maximize their revenue. They discussed the vast network of CX resources and capabilities that are currently untapped and hampered by traditional resourcing models. They recognized that it was time for a new, innovative customer experience model to help companies protect or generate value. It was time for a break with the past. It was time for Officium Labs. Who is this SpreadsheetScheduler.com company I keep hearing about? SpreadsheetScheduler.com SS Schedules in Excel WFM If your call center experience has been anything like ours, I am betting that time and time again you have probably been stuck having to decide between blowing your budget on a fancy, yet surprisingly expensive WFM system, or limping along by manually trying to optimize schedules on a bunch of spreadsheets created for you by some guy named Todd in Accounting. These home grown spreadsheets typically lack any sort of automation and thus take a lot of manual work and are hard to truly maximize staffing efficiencies. And yet even large call centers like eBay and the United States Postal Services that have gigantic budgets and spend millions of dollars a month on their call center staffing, still have benefited from spreadsheets to help them forecast. With forecasting being a mix between an art and a science, many companies need these advanced forecasting spreadsheets to take their forecasting to the next level. WFM systems can apply the scientific side of the numbers, but need human insight into the data and knowledge of the business and trends. With so many call centers still needing to rely on spreadsheets, we at SpreadsheetScheduler.com created a low cost model that would allow us to provide forecasting and scheduling programs based in Excel Spreadsheets at very low costs to allow small call centers to gain big call center efficiencies, as well as create forecasting models for call centers of all sizes to be able to apply both the art and the science to their forecasts. We even provide some of our WFM products for free. We do this to help get the word out about how awesome our products are, and get a free sample of what we are all about. So feel free to download and enjoy any of these products to help satisfy your WFM needs. You can also check out some of our WFM articles we have written. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Customers are making decisions to work with brands based not just upon product quality but the company's core values. In order to build a trusted relationship, the core values of a company need to match up with a customer. If not, the customer will switch to a competitor.In contact center organizations that are focused on revenue generation, that is a problem. So how do you solve it? With mission-driven CX (customer experience). As Nate Brown says in this episode “It is the principle that customers are going to do business with organizations that actively embody the core values most important to them.”It isn't about what is listed on your website and what your IVR says, but it is about how all employees communicate and live those values.In today's conversation, we chat with Nate Brown, the Chief Experience Officer at Officium Labs and discuss 4 steps to help your organization practice mission-driven CX. In addition, Nate shares his passion-project the CX Accelerator, a community for CX professionals to share ideas and get feedback in a non-vulnerable way.Our conversation touched on: The need for a Slack based CX community, and why it might be better for you than LinkedInWhy some people view CX as a stepping stone when in reality it can be a thrilling careerThe CX Accelerator, its origins, and why it can change your career

The CX Goalkeeper had a smart discussion with Nate BrownNate Brown is the Chief Experience Officer at Officium Labs, and the Co-Founder of CX Accelerator. His sweet spot is helping employees to understand the customer journey and how they play in role in improving it.He defines himself as a student of Customer Experience. His vision is to helping organization and people to reduce stress and friction and making people life better.Nate Brown speaks about "learning" as a key component of the employee experience:Knowledge is the lifeblood of CX and people are wasting time searching for answers. Therefore, Nate point out that it is important to create a culture where learning is an everyday ritual. There are different ways to learn, to make learning effective and toupskill agents.also, in this case it's about the LEARNING EXPERIENCEThe framework is based on following pillars:1) Learning Culture2) Strategic Alignment3) Training Content4) Supporting Technology5) People and ProcessesIf you want to contact Nate:www.officiumlabs.iohttps://www.linkedin.com/in/cxaccelerator/Nate's golden nugget: “BE LEARNING A LOT”

Jerry Leisure, CEO and Founder, Officium Labs, A DotCom Magazine Exclusive Interview. Officium is Latin for service. They believe in service—as an experience, as a business, as a social responsibility. Officium Labs is a global network of remote customer experience (CX) professionals helping companies create best-in-class support for their customers, transforming customer service from a cost center to a growth opportunity. Their TalentPlace platform connects on-demand CX workers with companies in need of CX staff. Their ExperienceMatters experts provide consulting and coaching to service leaders of all types. Officium Labs also offer a set of patented standards and digital tools—including analytics, workforce planning, and automation capabilities—to improve experiences for customers and employees. Officium Labs helps brands deliver incredible customer experiences. The company is a global collection of industry leaders and experts that are building the future of customer experience (CX). They provide the best-in-class people, products, and practices for their customers, transforming customer service from a cost center to a growth opportunity. Officium's TalentPlace platform connects on-demand CX workers with companies in need of CX staff. Its ExperienceMatters experts provide consulting and coaching to service leaders of all types. Officium Labs was founded in 2019 on the concept of a decentralized network of people and currencies. Its remote workforce model has the potential to improve work/life balance and shift wealth from large cities to new communities around the world. Through the Officium Foundation, the company is building future CX leaders by providing scholarships and mentorship programs to disadvantaged youth in the US. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Jerry Leisure from Officium Labs and Joe Salesky, CEO of CRMNEXT bring unique perspectives of the gaming world and financial services world. Experience for gamers and members of a credit union or bank is unique and require attention to detailliving the micro-journeys of experience first-handHow the gaming world is really paving the path for the future of workCome see more here: https://www.crmnext.com/us/blog/banking-on-relationships/