Best Manulife podcasts we could find (Updated December 2018)
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B2BiQ
Weekly+
 
B2BiQ features personal conversations about the business disciplines of Process Excellence, Shared Services, Customer Experience and Customer Management.
 
Smart women are investing in two key assets these days, themselves and Real Estate! Join your hosts Elisabeth Embry and Jason Hartman twice a week as they bring you exciting authors, entrepreneurs, top-tier investors and financial experts that are sharing their secrets of success. Learn tips and tools to apply to your own career, business, and life from experts such as: Lori Ann LaRocco (7-Steps To Success In Business), Nancy Doyle (CFA, Manage your Financial Life), Darlene Coquerel (CEO of ...
 
Jeanne Bliss, five time Chief Customer Officer and author of “Chief Customer Officer 2.0” is joined by CCOs around the world as they share how they gain traction in transforming their business, leaders and operations. Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk t ...
 
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"The ethics question is not whether you should automate, the question should be posed as to, you're going to automate, do you know how to do it?" - Jon Therekauf
 
Ralph Kesrouani joins us to share how IT is implemented throughout a company as a shared service: "The main stakeholders of both IT or the whole organization and the shared service committee are grouping together weekly or bi-weekly to come up with the common ground to help the share service prioritize their work on others."…
 
"No matter who you are and no matter what you do, whether it's moving everything to GBS or automating, each employee is going to have to reinvent who they are and what they do for a living." - Ralph Kesrouani
 
I'm closing out the year by replaying some of my most popular episodes from 2018. Today's episode, which many of you seemed to enjoy, features Amanda Sachs, General Manager, Customer & Partner Experience at Microsoft. This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so ...…
 
Brian Waites on change management: "I think the cultural part that everyone ever since robotics has a crazy cycle we've been going through with focus and visibility. Everyone's been asking the question around staff impact, what do they think. We've had nothing but positives."
 
Justin Reilly on adjusting to changin consumer behavior: "The fundamental shift in the way we build things, the way people want to consume our products and services denotes another way of thinking, but it is something that we need to shift, and not continue to apply the same set of principles."
 
"Process excellence is way more than just change management. There is definitely a lot of methodology and technological evolution that goes into it as well." -Julia Beltrano, OTPP
 
Rosita from Danske Bank joins us and shares how their approach to continuous improvement has shaped a positive environment: "We need to gain and build trust, first, and then we can innovate. Then we got the structured approach, we could propose our initiatives, our ideas. They were not always very much welcomed, but we worked through that. And ...…
 
"My recommendation to all recruiters within the organization is try to be as mature as possible. If you have a bad feeling on something, make sure you get to understand it. Because it may be just the day, or it may be something else which is not that important. But if you really work on this, you will get it get it right." - Rosita Vaslilkevici ...…
 
Elisabeth Embry talks with Anna Hjoellund, co-founder of Norah Mattress and an award winning serial entrepreneur, about how to become a successful entrepreneur. They explore how to discover and solve problems and how Anna is trying to help make the world a better place. Key Takeaways: [4:52] How Anna discovered the problem and went about solvin ...…
 
In today’s episode, I chat with Alvin Stokes, Senior VP of Customer Experience at Cable & Wireless Communications (C&W), and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. C&W is a full-service communications and entertainment provider, operating in the Caribbean and Latin Americ ...…
 
Kendall Jolly on building positive internal relationships: "One of the things that I think is so integral to building the culture that you want is making sure that we clearly define what it is that we want."
 
"People who invest in the company, own the company, sits on the board of the company, want the best for the company. They really just want people to be transparent and give them enough information so that it can make the best decision." - Pia Baker, Digacel Group
 
"I think that the customer is always right, because it's the customer. It has nothing to do with right or wrong. It has to do with the fact that every product that an organization produces goes to a customer." - Jeff Foster, San Diego Zoo
 
Kamilla Grembowicz on managing company growth: "We need to bring all these processes in one physical location, work on a more standard way of doing things, maybe the commission of a few applications, local solutions. And then we can really have a benefit from things like machine learning."
 
Kamila Grembowicz joins us and shares Adidas approach to change management: "We put in place a change management team really dedicated to explain, to work with people what will be changed, what that means for them, and so on. We look on very different channels of communicating what's happening from the boardroom into newsletters, social media. ...…
 
Elisabeth Embry talks with Natalia Karayaneva, CEO and Founder of Propy.com, about her new venture in to the real estate world, with a twist. Natalia has created Propy to allow real estate investors to buy properties with total confidence as it's using the blockchain to record the transaction. The purpose is to increase security, cut costs and ...…
 
How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto, Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Since the organization historically focused on providers, state legislators, and Medicare and Medicaid services, they wanted ...…
 
What we've done is an alliance of other regimes and what we've seen since we've done that as other regimes around the world doing exactly the same thing. So what we're doing is putting a common plumbing in place for global organizations to work. - Beju Shah, Bank of England
 
Jim Kowalczyk on change management: "There's going to be things that just are not going to change. You just have to work with that or work around that. It is really key to having that clear vision."
 
"The worry-free experience is that you deliver your fix, but you do extra on top of that. That's the bow around the fix, that's how you present it, really like a present. It's going the extra mile." - Niki Chambeau, Vodafone
 
Mohamed Saleh on implementing transformation processes: "You can't delegate a transformation, in order for transformation to occur, they need to observe the leaders and staff need to observe that you are just as committed and equally as humble as other people that are doing this. Anything that doesn't speak to that humility will have a domino e ...…
 
Bob Kupershoek on learning from the pioneers in order to improve your own processes: "I think we've learned a lot from these companies that have gone for the first time with robotics. Some processes are better fit than other processes. I think there's a technology for every kind of problem. So, RPA is not the solution for everything. "…
 
Bob Kupershoek joins us and shares the importance of collaborating and learning from IT: "I really recommend everybody to partner with IT, they have a lot of knowledge, you have a lot of good folks that they understand exactly what the latest technology is, they will also give you another way of looking at things as well."…
 
Today, I'm replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda, VP of Customer Experience and Loyalty. In today's replay notes, we're going to focus on Eric's approach to employee experience at Hertz. Get show notes at customerbliss.com/cb128…
 
Jason Hartman talks with Stefanie Hartman, CEO of Centaur Strategies, about some behind the scenes marketing strategies for experts to better position themselves in their given fields. Stefanie shares her own expert knowledge in marketing, such as “Thinking Outside the Book,” what to do after your book is written. Jason and Stefanie also talk a ...…
 
Roxana Lungu on AI and robotoics: "I believe it is designed as cognitive as would be for a human. Would the machine know what to do if I told the machine this is my challenge? No. I'm mimicking a human response."
 
"Whether it be around financial insecurities, food insecurities, service insecurities, our goal is around increasing that experience within those communities. By kind of following a very simple premise, that our insights and our thinking habits build relationships and behaviors drive particular results, we are working with community leaders, an ...…
 
"When you call in, you want to speak to a person. You don't want to speak to a robot. Now, if you choose to self-serve, you will need that automation. And because of that, it's important. AI is important. But it is supplemental, and it does not take the place of that human interaction that our customers still crave." - Darya Williams…
 
"I think you can't just train to train. It's more about the focus." - Andrew Brown
 
"I think that is what is important is really the long term. Not just "Yeah we're doing bots, we're fine." Then in a year's time, it's over because you have something else on top of it."
 
Delphine Bernard shares the importance of diversity on multiple levels: "The key is to build a different type of talent that you need, depending the function of what you're building. You're going to have a mix and I think being sure that you're diverse. Diverse from every aspect, but really coming from different background, different race, diff ...…
 
Elisabeth Embry talks with Dr Nan Hayworth, member of the Trump Advisory board and former U.S. Representative for New York's 19th congressional district. She was elected to that position in 2010 as a member of the Republican Party. Elisabeth and Dr Hayworth discuss her transition into the political space, whether DC real estate prices change ba ...…
 
As CX leaders and in our own lives, we've seen that sometimes, finance companies can be a little late to the customer experience train, so I think you'll enjoy today's conversation, as I speak to Samantha Paxson, Executive Vice President and Chief Experience Officer for Co-op Financial Services. Samantha shares how she’s used her communications ...…
 
Richard Conroy on pace of change as it relates to HR and AI: "know what's happening in your business. That's just true of HR in any business. Not just one in a world that we are in terms of digital transformation. Great HR people are business partners first and foremost and ask the right questions in terms of what help you can provide."…
 
"The role of the manager is to provide that custom coaching to help the employee get from where they are closer to the standard while being true to who they are as an individual, and in order to do that, the only way you can be successful, is when the managers and the frontline leadership and supervisors are providing that custom coaching, help ...…
 
"You need to give the customers the right nudge and then they'll love it." - Chitra Unnikrishna, Koodo Mobile
 
Jason Liberman on customer centricity: "All of this technology, all of this data, all of these process transformations that are going to make us into the next big thing, How are you doing that the right way? Whether it's internal control partners, or folks who are really focusing on preventative measures to keep these companies from doing any w ...…
 
Lee Coulter shows us the importance of our understanding of technology: "Whether you're the CEO or a front line analyst or processor, all of a sudden we're at a place where the pace of your world, is going to change fast enough that we're going to have a chance to measure your digital IQ. It will become the discerning point as to whether or not ...…
 
John Therekauf shares positive insight for implementing robotics and AI: "Everybody talks about ethical automation as if, "Oh well, we shouldn't get robots and those things could displace work." Forget that. The ethics question is not whether you should automate, it's the question should be posed as to, you're going to automate, do you know how ...…
 
Do you put the needs of your customers first and focus on the value you provide them? Today, we're replaying an episode that many of you enjoyed, featuring Francis Cordon, the first Chief Customer Officer at Rigor, a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers' shows in order ...…
 
"In sports there are teams everywhere but why some teams win and why some others don't? Because the way they work together, the way they train together, the shared motivations, shared view, and goals, and specially exchanging knowledge." - Roxana Lungu, P&G
 
"You want to ensure that you are monitoring what your competition is doing because you've got to win against differentiating experiences, not just their products." - Greg Marion, USAA
 
Edward Blackman shares his approach to overcoming obstacles and achieving an objective: "Go where you're invited. Do a proof of concept or a moral line approach there, demonstrate that it actually does work in this company where you're not unique. We have demonstrated it here as more of a change management approach. Then when people say, 'I'm n ...…
 
Ricardo Badillo shares his experience with implementing AI and how to harness it effectively: "We spent a lot of time understanding and educating our company, our internal organization that the robots actually use the same credentials as any other employee. That the robots don't get crazy and will not be able to do all the type of transactions ...…
 
Ricardo Badillo shares his experience with implementing AI and how to harness it effectively: "We spent a lot of time understanding and educating our company, our internal organization that the robots actually use the same credentials as any other employee. That the robots don't get crazy and will not be able to do all the type of transactions ...…
 
As a business leader or owner, do you think about how your approach to hiring impacts your organization and customer experience? In today’s podcast episode, I’m revisiting conversations with two previous guests, Mary Winfield, VP of Customer Experience and Trust at Lyft, and Carolyne Matseshe-Crawford, Head of Fan Experience at Fanatics. Both o ...…
 
P&G's John Barraclough hones in on the effectiveness of customer focused processes: "What we want to do is before we do anything, we need to make sure that we develop a relevant business process. We think the only way to get relevance is to understand the customer and the users because fundamentally, if they're bought in and they've got clear r ...…
 
Laura Evan's advice to aspiring young girls: "There is absolutely no reason why you can't do it. So just to do it and don't be scared of doing it and secondly it can also be quite a big advantage, because when you are there, whether this is in perhaps a physics context or a banking context, you are going to be one of the few women in the room a ...…
 
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