Best Contactcenter Podcasts (2024)

1
How to Manage CX Teams in Times of Change with Dale Carnegie’s CEO 28:44

29m ago28:44

28:44

Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, emotionally intelligent leaders. Joe Hart, CEO of Dale Carnegie Training, understands this dynamic landscape. His insights on managing change, embracing technology with a human touch, and cultivating a …

1
Customer Experience Is Everything in a Member-Centric Business 24:30

9h ago24:30

24:30

Building and Sustaining Memberships Through Excellent CX This week we welcome Jennifer Blevins to the Digitally Irresistible podcast. Jennifer is the senior vice president of member engagement and relationship management at Wespay, a payments association that guides its members with insights on best practices, business solutions , strategy, complia…

1
Capital One's Strategy for Customer-Centric Success 27:27

2d ago27:27

27:27

Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designed to empower individuals in managing their finances. Lauren Liss, Head of Premium Products, Marketing and Rewards at Capital One, discusses the importance of a customer-centric culture and the role of…

1
How To Transform Customer Support with AI 29:07

9d ago29:07

29:07

Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries. William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to …

1
Empowering Employees for CX Excellence Through Organizational Development 10:15

14d ago10:15

10:15

Welcome to the latest episode of iQor’s CX Labs Digitally Irresistible podcast where we delve into the world of organizational development with Mark Monaghan, vice president of organizational development at iQor. Mark shares insights on the components of organizational development, as well as heartwarming examples of employees whose careers have be…

1
How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market 32:14

16d ago32:14

32:14

The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market. ThredUp’s CEO …

1
How To Champion Your Customer Experience Programs With Better Public Speaking 28:43

24d ago28:43

28:43

The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs. Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips…

1
Elevating Training for Agents With Active Learning 7:42

28d ago7:42

7:42

iQor's Active Learning Approach in Business Process Outsourcing Creates Irresistible Employee and Customer Experiences On this episode of iQor’s CX Labs Digitally Irresistible podcast, iQor Senior Manager of the Active Learning Classroom Tarisse Grant-Shelton explores the evolution of training and development at iQor, a business process outsourcing…

1
Want to invest in Customer Experience? Question the Downside of Failure 25:58

1M ago25:58

25:58

The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers. Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences. Blake Morgan is a customer experience futurist, …

1
Why Customer Satisfaction is Declining (and How to Fix It) 27:54

1M ago27:54

27:54

Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend. Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/ Blake Morgan is a customer experience futurist, key…

1
Navigating the Future of CX With AI and Employee Engagement 23:55

2M ago23:55

23:55

In this special edition of iQor’s Digitally Irresistible podcast, guest host Maribel De Leon chats with customer service expert and best-selling author Shep Hyken, chief amazement officer at Shepherd Presentations. Through his deep understanding of customer behavior and customer service, Shep shares his observations on artificial intelligence (AI),…

1
From B2B to B2C Thinking: Elevating Client Experience with Surbhi Kaul at Juniper Networks 30:22

2M ago30:22

30:22

Exceptional customer experience (CX) isn't just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success. Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of …

1
Value-Centric Leadership Is Shaping the Next Era of Customer Service 19:58

2M ago19:58

19:58

A Transformative Approach to Value-Centric Leadership On this episode of iQor’s Digitally Irresistible podcast, we welcome Sean Ilenrey. Sean is an award-winning tech executive, published author, and keynote speaker whose achievements have inspired his drive to help other professionals achieve their own definition of personal success. In his ground…

1
Wharton Professor Stefano Puntoni Offers Insights on Generative AI and Customer Experience Use Cases 29:46

2M ago29:46

29:46

Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). A GBK Collective study reveals that over 50% of U.S. senior executives have already embraced generative AI, and this trend is expected to accelerate. Professor Stefano Puntoni, a leading marketing and AI exper…

1
The Future of the Automotive Industry: Insights from AutoCar Trucks' CXO 29:32

2M ago29:32

29:32

The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience. Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company's approach to customer experience and how they are leveraging AI to improve it. AutoCar Trucks, a manu…

1
How iQor Harnesses Active Learning Strategies to Boost Employee Engagement 6:58

2M ago6:58

6:58

A Former Frontline Agent’s Career Journey Contributes to a Powerful Active Learning Approach at iQor In this episode of iQor’s CX Labs Digitally Irresistible podcast, Jason Miles, director of active learning design and development at iQor, sheds light on the transformative impact of active learning in training and development. Jason’s active learni…

1
The Power of the First 100 Days: Keeping Customers and Employees Happy 34:08

2M ago34:08

34:08

Retention is not just about keeping customers and employees; it's about creating experiences so compelling that they never want to leave. Joey Coleman, author of "Never Lose a Customer Again" and "Never Lose an Employee Again," shares how to transform your approach to customer and employee retention using his First 100 Days methodology. He has work…

1
Optimize Your Contact Center And Improve Customer Service With AI Technology 33:57

3M ago33:57

33:57

Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale. B…

1
The Future of Streaming: Roku's Role in Shaping Customer Experience 27:46

3M ago27:46

27:46

The future of streaming is shaping a new horizon for customer experience. With its focus on data-driven personalization and interactive features, Roku is well-positioned to play a key role in shaping the future of the streaming world. Bridging the gap between viewers and brands, Sarah Monahan, U.S. Head of Verticals at Roku, reimagines how streamin…

1
Customer Experience Challenges, Trends, and Opportunities with Steven Van Belleghem 30:45

3M ago30:45

30:45

In a saturated market, customer experience transcends price and product: it's the ultimate differentiator. Across the globe, brands are constantly innovating and refining their CX strategies to meet the evolving expectations of their customers. Europe, with its diverse markets and cultural nuances, presents both challenges and opportunities for cus…

1
Cutting-Edge Recruiting Technology With a Human Touch 5:51

3M ago5:51

5:51

Accelerating Talent Acquisition in the Digital Frontier Through Outstanding Leadership Welcome to a new episode of CX Labs, our installment of the Digitally Irresistible podcast that brings you the latest CX practices, industry developments, and technology insights to inspire new heights of customer service success. In this episode, we feature Jan …

1
Designing Customer Experiences With JPMorgan Chase's Chief Design Officer 27:23

3M ago27:23

27:23

As technology reshapes how we live and work, our expectations for banking are changing too. Convenience and personalization are becoming the new normal. JPMorgan Chase is injecting a dose of digital delight, with Chief Design Officer Kaaren Hanson mapping out and curating the digital customer experience for Chase customers. Blake Morgan is a custom…

1
Phygital Retail At Canada Goose: The CMO On Blending Physical & Digital Customer Experience 27:42

3M ago27:42

27:42

This week on The Modern Customer Podcast, Penny Brook, the former Chief Marketing and Experience Officer at Canada Goose, discusses how the retail industry is changing and how brands can create a better experience for their customers. She talks about the importance of storytelling, personalization, and technology in creating a memorable retail expe…

1
2024 Contact Center Transformation With Former TikTok Exec 27:53

4M ago27:53

27:53

On this week's episode of The Modern Customer Podcast, Donna Drehmann, who has held customer service leadership roles at companies such as Postmates, Asurion, and TikTok, discusses the pivotal role of managing controllable elements such as training and quality assurance (QA) in contact centers. Blake Morgan is a customer experience futurist, keynot…

1
How iQor Delivers Successful Seasonal CX Ramps for This Direct-to-Consumer Catalog Brand 16:06

4M ago16:06

16:06

Unpacking Irresistible Customer Experiences in the Catalog and E-Commerce Industry This week we welcome Dave Richter to the Digitally Irresistible podcast. Dave is the vice president of operations at Silver Star Brands, a brand management company in the catalog and e-commerce industry that places exceptional customer experiences at the heart of the…

1
The Role Of Retail With Martin Newman 35:03

4M ago35:03

35:03

Retailers leverage footfall and conversion data to inform critical decisions like store location, inventory levels, and personalized marketing initiatives. But what if these metrics only tell half the story of why shoppers leave without purchasing? This is where customer experience (CX) emerges as the critical differentiator in retail. Martin Newma…

1
The Power of Proactive Analytics: Driving Smarter Customer Experiences 30:56

4M ago30:56

30:56

In this week's episode of the Modern Customer Podcast, Isabella Villani, a renowned customer experience expert and author, illustrates how proactive analytics revolutionizes customer experience (CX). Isabella begins by explaining how this innovative approach enables businesses to anticipate and effectively meet customer needs, thereby transforming …

1
Customer Loyalty in Fintech: Trish Wethman's Transformational Approach 29:39

5M ago29:39

29:39

For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, stands out in this respect. She has redefined customer experience (CX) in the fintech world by centering it around financial confidence. Wethman’s approach goes beyond just offering financial prod…

1
Leveraging NICE CXone to Augment Human and Operational Excellence at iQor 23:01

5M ago23:01

23:01

A Partnership Approach to Industry-Leading CX This week we welcome Andy Traba and PJ Singh to the Digitally Irresistible podcast. Andy and PJ both hold key leadership roles that have helped forge a triumphant business partnership between iQor and NICE CXone, a comprehensive end-to-end customer experience technology provider that specializes in digi…

1
Unlocking the Power of Unreasonable Hospitality: Insights from Will Guidara 35:05

5M ago35:05

35:05

How can the concept of "Unreasonable Hospitality" reshape the landscape of customer experience within the contact center? In this podcast, Will Guidara, former co-owner of Eleven Madison Park and author of "Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect," shares impactful business insights. His insights into h…

1
Is Apple Product-Centric or Customer-Centric? A Conversation with Colin Shaw 30:12

5M ago30:12

30:12

How can businesses genuinely embrace customer-centricity? Do companies like Apple genuinely prioritize their customers, or do they place their products above all else? These pressing questions guide our conversation with Colin Shaw. With a career spanning decades, Colin Shaw, the founder and CEO of Beyond Philosophy, brings firsthand experience to …

1
How To Build Trust In Customer Experience 29:20

5M ago29:20

29:20

Building trust is a crucial aspect of any successful business, especially when it comes to the client experience. But how exactly can organizations foster trust, and what role does emotional safety play in this process? One individual who has made significant strides in understanding the dynamics of trust is Charles Green. He has dedicated his care…

1
Moving Contact Centers From SLAs to Experience Level Agreements 29:14

6M ago29:14

29:14

What's the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty. In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insig…

1
Unlocking Greater Employee Performance With a Can-Do Mindset 23:58

6M ago23:58

23:58

This week we welcome Denise Gabel to the Digitally Irresistible podcast. Denise is an international bestselling author, professional speaker, and mentor on the power of change. She is now recognized as the world’s first can-do-ologist who has made it her life’s work to inspire others to embrace a can-do mindset. On this episode, we discuss how Deni…

1
Make The Customer Experience Business Case With Storytelling 29:02

6M ago29:02

29:02

Storytelling is the ultimate tool for persuasion and connection. Rob Biesenbach is a seasoned professional speaking coach and author who understands the transformative power of storytelling. In this week's podcast, Rob shares that presentations should never be about merely delivering data – they should be about sparking change, getting buy-in, and …

1
The Future of The Contact Center’s Role in Customer Experience 30:36

6M ago30:36

30:36

Customer service is a big part of the customer experience, and the call center is a critical focal point for direct interaction with customers. With all the changes in technology recently, I wanted to ask an industry expert his thoughts on the future of the call center in the customer experience space. In this episode of the Modern Customer Podcast…

1
Harnessing AI to Optimize the Employee Life Cycle at iQor 8:33

6M ago8:33

8:33

The Expert Tech Leadership Driving Digital Transformation for the Age of AI Welcome to the debut episode of CX Labs, a new installment of the Digitally Irresistible podcast where we cover the latest CX practices, including performance optimization, technology trends, employee experience, industry developments, and success factors to inspire great C…

1
Crafting The Customer Experience For People Not Like You 34:14

6M ago34:14

34:14

On this episode of the Modern Customer Podcast, I spoke with Kelly McDonald about meeting customer expectations. Kelly is a speaker and author of several books, including her latest title, It’s Time to Talk about Race at Work, a guide for leaders to improve diversity and inclusion in the workplace. Her ideas can be applied everywhere, from call cen…

1
The Journey to Becoming an Impactful BPO HR Leader 11:34

6M ago11:34

11:34

BPO Leadership Excellence in the Philippines This week, we welcome Liz Cabrera to the Digitally Irresistible podcast. Liz is a human resources manager supporting close to 2,000 employees in one of iQor’s sites in the Philippines. Liz describes human resources as a multifaceted arena spanning hiring, employee relations, compliance, compensation and …

1
Leading with Vulnerability in the Contact Center 31:01

7M ago31:01

31:01

Most of us have grown up with the stereotyped idea that a leader should be emotionless and impersonal. But this isn’t the case, as we so often see that introducing personal feelings and emotional intelligence into the mix can make for better leaders with stronger connections to their employees. In this episode of my podcast, I’m proud to say that I…

1
Customer Experience Success Now And Later 37:16

7M ago37:16

37:16

As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. But as David Cote suggests, so many companies miss the mark because they think they have to choose between short- and long-term goals for their business rather than aiming for both. Under David Cote's lead…

1
Mastering Customer Experience with the Right Mix of Technology and Human Touch 21:21

7M ago21:21

21:21

Transforming CX with Customer Journeys That Inspire Loyalty   This week we welcome Joseph Michelli, Ph.D., to the Digitally Irresistible podcast. Joseph is the founder and CEO of The Michelli Experience (TME), an award-winning author, and CX Hall of Fame inductee. As a certified CX professional, Joseph specializes in helping leaders attract and eng…

1
Eduardo Briceno’s Performance Paradox 26:11

7M ago26:11

26:11

Despite trying to do our best every day in customer experience or any other facet of business, we often run up against a wall. We focus all of our energy on performance, and by doing so, our results can actually decrease. But why would that happen? Eduardo Briceno, TEDx presenter and author of The Performance Paradox, believes it’s because so many …

1
Tips To Coach Contact Center Agents From Warby Parker Exec 31:21

7M ago31:21

31:21

The most competitive brands today understand the contact center is an opportunity, and ensuring a customer-centric culture in that contact center is key. The problem for most brands and customer experience leaders is high churn and the reality that burnout is real. I talked to Brian Dunphy, an experienced contact center and customer experience expe…

1
iQor’s Nearshoring Success in Medellín, Colombia, Harnesses Talent and Culture 9:52

7M ago9:52

9:52

Breaking New Ground for the Early Success of iQor Colombia This week, we welcome Fabian Garcia to the Digitally Irresistible podcast. Fabian is senior director of operations and country lead of iQor Colombia. With 15 years of experience in contact center operations and a passion for the BPO industry, Fabian’s leadership has been instrumental to iQo…

1
The Evolution Of Fortune 500 Companies - The Experience Is The Product 3:30

7M ago3:30

3:30

Over the past few decades, the landscape of the Fortune 500 has changed immensely. Reflecting on this transformation, Alan Murray, the founder of Fortune, offers an intriguing perspective. “If you go back 50 years and you look at the balance sheet of Fortune 500 companies in the 1970s, over 80 percent of the value came from physical entities - from…

1
Forrester: A Look into Budgets, ROI, and Metrics Data to Improve Customer Experience 31:13

8M ago31:13

31:13

Modern customer experience is data-driven. Management needs data-backed insights to understand what they can improve in their processes or products to yield better customer service. This is why research companies such as Forrester exist. Forrester is an advisory company offering research, consulting, and other services to help companies make better…

1
The iQor Blueprint for Nearshore CX Outsourcing in Trinidad and Tobago 14:18

8M ago14:18

14:18

Paving a Path to Success in Frontline Contact Center Leadership This week, we welcome Chevon Brathwaite to the Digitally Irresistible podcast. Chevon is senior manager of operations at iQor Trinidad and Tobago with over 15 years’ experience in contact center operations and a passion for customer service and professional development for frontline em…

1
Square: The Management and Leadership Strategy You Need to Modernize Your Contact Center 30:13

8M ago30:13

30:13

Running a contact center is one of the most challenging processes for a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard. So, what makes running one so difficult? I talked to Naomi Wheeless, the Global Head of Customer…

1
Tanger Outlets: The Relevance of Shopping Outlets in a Modern Online Shopping Era 28:23

8M ago28:23

28:23

Tanger Outlets has a 42-year history of being an industry leader in branded in-person retail outlets, providing a unique on-brand customer experience for people shopping for unique products from specific brands. Stephen Yalof, the company's President and Chief Executive Officer, says that for the company and its outlets to remain relevant, it had t…

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Contactcenter Podcasts

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