Best V.P. Global Content Marketing at iQor Podcasts (2024)

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
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
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
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
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
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
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
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
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 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
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
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
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
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 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
The Fusion of Heart and Science for Effective CX 20:56

9M ago20:56

20:56

Leveraging a Career in Sales and Marketing for CX Innovation This week, we welcome Stacy Sherman to the Digitally Irresistible podcast. Stacy is an award-winning keynote speaker, author, advisor, and host of the “Doing CX Right” podcast. Stacy began her career in sales and marketing and has held multiple leadership roles at major companies over the…

1
The Future of Customer Experience in Construction Is Now at EDiS 26:21

10M ago26:21

26:21

Building a Strong Foundation for Customer Experience in the Construction Industry This week, we welcome Brian DiSabatino to the Digitally Irresistible podcast. Brian is a fourth-generation owner and CEO of EDiS Company, a family-run construction company that has served regional communities in Delaware and beyond for over 100 years. Born and raised …

1
Empowering Women in the Contact Center Industry: The Story of CCWomen 22:55

11M ago22:55

22:55

The Power of Connection: How Networking, Advocacy, and Community Drive Professional Growth for Women in the Customer Contact Industry This week, we welcome Sandy Ko to the Digitally Irresistible podcast. Sandy is the founder and principal of CCWomen, a networking and advocacy community for women in the contact center industry. After joining the con…

1
Customer Experience Meets Employee Experience in the Moving Industry 29:05

11M ago29:05

29:05

A Unique Employee Compensation Plan Boosts Customer Satisfaction and Re-Defines the Moving Industry This week, we welcome Ron Holt to the Digitally Irresistible podcast. Ron is the CEO of Pink Zebra Moving and a serial entrepreneur with specialties in startups, franchise development, management, and leadership. Over nearly two decades, Ron built hi…

1
Maximizing Employee Potential Through Career Pathing and Development 18:32

12M ago18:32

18:32

Creating a Thriving Culture Shift for iQor Employees Through Organizational Development This week we welcome Mark Monaghan to the Digitally Irresistible podcast. Mark is vice president of organizational development at iQor, driving the transformation of leadership development programs for iQor’s 40,000 amazing employees spanning 10 countries. Mark’…

1
A Guide for CX Leaders to Create a Plan for Unshakeable Customer Loyalty 18:58

1y ago18:58

18:58

The Psychology of Customer Engagement: How Loyal Customers Accelerate Growth and Provide a Competitive Advantage This week we welcome Jermaine Edwards to the Digitally Irresistible podcast. Jermaine is a leading customer growth expert, advisor, international speaker, and award-winning author. With more than 20 years of sales and leadership experien…

1
The 3E Leadership Framework for Driving High-Performing Customer Teams 25:51

1y ago25:51

25:51

Promoting CX Excellence Through Strategic Leadership On this week’s episode of the Digitally Irresistible Podcast, we welcome Adam Toporek. Adam is a third-generation entrepreneur, consultant, and highly sought-after CX keynote speaker. Recognized as one of the top thought leaders in customer experience, Adam is a strategic analyst and consultant w…

1
The SUPER Model Method to Create Superfans and Game-Changing CX 23:53

1y ago23:53

23:53

Turning Customers Into Lifelong Advocates This week we welcome Brittany Hodak to the Digitally Irresistible podcast. Brittany is an entrepreneur, author, customer experience keynote speaker, and author of over 350 thought-leadership articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. Brittany has spe…

1
The 5 Key Elements Frontline Employees Need to Deliver Great CX 17:55

1y ago17:55

17:55

Equip Frontline Employees With Everything They Need to Provide an Excellent Customer Experience On this week’s episode of the Digitally Irresistible Podcast, we welcome Lori Brown. Lori is a seasoned customer experience executive with more than 25 years of experience in the BPO industry. She is a respected thought leader, CX consultant, and keynote…

1
How Innovative Service Creates Customer Advocates 27:44

1y ago27:44

27:44

Make Customers Swoon and Create Zealous Advocates for Your Brand This week, we welcome Dr. Chip Bell to the Digitally Irresistible Podcast. Chip is a world-renowned authority on customer loyalty and service innovation, ranked by Global Gurus for the past eight years as one of the top 10 keynote speakers on customer experience. Chip is a decorated U…

1
How to Create a Unique Customer Experience in the Energy Sector 19:29

1y ago19:29

19:29

Customer Experience in a Deregulated Electricity Market This week we welcome Katherine Wright to the Digitally Irresistible podcast. Katherine is co-founder and senior vice president of customer experience at Energy Texas, a retail electricity provider in the Electric Reliability Council of Texas (ERCOT) market. Electricity has been deregulated in …

1
The 8 Ways to Make Every Customer Experience Amazing 22:18

1y ago22:18

22:18

Teaching Brands to Master “How to Wow” in Customer Experience This week, we welcome Adrian Swinscoe to the Digitally Irresistible podcast. Adrian is a prolific writer, blogger, podcaster, and the author of four books about customer experience. Adrian works with companies looking for cost-effective ways to improve business and team performance, find…

1
SIMPLE Customer Experiences Are Winning Experiences 23:24

1+ y ago23:24

23:24

6 Behaviors to Develop Loyal Customers and Employees Through SIMPLE Customer Experiences This week, we welcome Matt Lyles to the Digitally Irresistible podcast. Matt is a keynote speaker, customer experience consultant, and host of the SIMPLE brand podcast. He’s also writing a book by the same name: “SIMPLE brand.” Matt enjoyed a long career with F…

1
The Role of the IT & Business Process Association of the Philippines 16:31

1+ y ago16:31

16:31

Supporting the BPO Industry and Driving the Digital Transformation of Businesses in the Philippines This week, we welcome Jack Madrid to the Digitally Irresistible podcast. Jack is president and CEO of the IT & Business Process Association of the Philippines (IBPAP). He oversees day-to-day operations for the primary trade body and advocacy group fo…

1
How Employee Engagement Creates Smiles in CX 15:08

1+ y ago15:08

15:08

Connect With Employees Through Rewarding Experiences That Elevate Their Engagement This week’s guest on the Digitally Irresistible podcast is Jaymee Marquez. Jaymee is a director of operations at iQor Iloilo in the Philippines. She has extensive experience delivering and overseeing customer care delivery in the BPO industry. In her current role, Ja…

1
How to Create Profitable Customer Experiences 17:29

1+ y ago17:29

17:29

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…

1
How iQor Optimizes Cloud Security With Prisma® Cloud 12:07

1+ y ago12:07

12:07

A Digital Transformation Approach to Enhance CX Cloud Security Within an Expanding Cloud Footprint This week on the Digitally Irresistible podcast, we welcome a trio of CX cloud security experts: Chris Fago and Kyle Pierrehumbert from Palo Alto Networks and John O’Malley from iQor. We’ve come together to discuss the benefits of a scalable solution …

1
Workplace Wellness That Puts Organizations in Motion 17:49

1+ y ago17:49

17:49

How Integrating Health and Well-Being Into an Organizational Culture Promotes Sustainable Employee Wellness On this week’s episode of the Digitally Irresistible podcast, we welcome Laura Putnam, founder and CEO of Motion Infusion, a San Francisco-based company focused on transforming organizations to inspire better health and well-being. Her compan…

1
The Differentiated Experience Is the Most Referable Customer Experience 20:45

1+ y ago20:45

20:45

Exceeding Customer Expectations Through a Differentiated Experience Drives Loyalty and Sales This week, we welcome Stan Phelps to the Digitally Irresistible podcast. As a keynote speaker and workshop facilitator for numerous brands, Stan delivers the message that a purposeful differentiated experience (DX) wins the hearts of employees and customers…

1
3 Business Functions of a Digital Marketing Ecosystem in Health Care That Improve the Customer Experience 19:39

1+ y ago19:39

19:39

How a Digital Transformation Strategy Improves CX, Boosts Revenue, and Reduces Cost to Serve in Health Care This week, we welcome Brian Wagner to the Digitally Irresistible podcast. Brian has over 20 years of global operating and consulting experience at organizations ranging from start-ups and private equity to Fortune 500 companies in various hig…

1
How Caring Leadership Transforms Customer Experience 14:46

1+ y ago14:46

14:46

Building a Transformative Culture of Caring Leadership and Active Listening Inspires Employees and Elevates CX This week’s guest on the Digitally Irresistible podcast is Heather R Younger, founder and CEO of Employee Fanatix, a leading employee engagement, leadership development, and DEI consulting firm. Heather is on a mission to help leaders unde…

1
How AI Enables BPO Supervisors to Coach Agents and Boost Performance 22:05

1+ y ago22:05

22:05

Data-Driven AI Performance Enablement Software as a Service Improves Metrics and Delivers Better Employee and Customer Experiences This week’s guest on the Digitally Irresistible podcast is Sean Minter, founder and CEO of AmplifAI. At AmplifAI, Sean and his team apply science to make teams better, leveraging AI-powered data to create a personalized…

1
The Vital Role of Quality Management in Customer Experience 20:23

1+ y ago20:23

20:23

How Quality Management and Service Excellence Are Essential for a Great Customer Experience This week, we welcome Alec Dalton to the Digitally Irresistible podcast. Alec is co-founder and managing partner of the Hospitality Leadership Academy, a firm offering professional development programs and management consulting focused on service excellence.…

1
3 Elements for Creating Exceptional CX through Email 18:44

1+ y ago18:44

18:44

How Strategic Email Marketing Can Create Great Customer Experiences and Improve Your Bottom Line This week’s guest on the Digitally Irresistible podcast is Emily McGuire, a self-proclaimed email marketing nerd! As the customer evangelist at AWeber, Emily applies her email marketing expertise to create a great customer experience through email at ev…

1
Active Learning Boosts Skill Development and Retention for Frontline Employees at Scale 15:41

2y ago15:41

15:41

How Active Learning Improves Employee Engagement, Training, and Retention for Better CX This week’s guest on the Digitally Irresistible podcast is John Kruper, senior vice president of global learning and development at iQor. John leads an award-winning team of trainers and coaches around the world who skillfully train iQor agents and supervisors t…

1
4 Steps to Improve the Customer Experience From the Inside Out 21:30

2y ago21:30

21:30

How a Customer-Centric Culture Improves the Employee Experience and Elevates CX This week’s guest is Annette Franz, founder and CEO of CX Journey. She has 30 years of experience—on both the client and vendor sides—helping companies understand their employees and customers to drive retention, satisfaction, engagement, and the overall customer experi…

1
A Winning Digital Transformation Strategy for Inside Legal Teams 19:01

2y ago19:01

19:01

Streamlining Contract Management Workflows Through Digital Transformation to Improve Ease, Efficiency, and Cost This week’s guest is Jerry Levine, general counsel and chief evangelist at ContractPodAi. He both uses and celebrates the ContractPodAi technology platform that offers inside legal teams the ability to get more work done with less frictio…

1
Experience Marketing Is the Recipe for Sustainable CX 25:20

2y ago25:20

25:20

How CX and Experience Marketing Create New Opportunities to Energize Brands and Delight Customers This week’s guest is Kevin Tydlaska-Dziedzic, founder and CEO of BKN Creative. As a practitioner of experience marketing who works in sync with customer experience throughout the customer life cycle, Kevin leads customer experience initiatives across t…

1
How to Use Design Thinking to Optimize Customer Experience 17:05

2y ago17:05

17:05

How Design Thinking and Direct Observation of the Customer Experience Guides Companies to Better Meet Customer Needs This week’s guest is Karen Hold, founder and CEO of Experience Labs. Karen is an expert practitioner and consultant in the field of design thinking. With her team at Experience Labs, Karen helps clients innovate and adapt to change i…

1
The Three Pillars of Good CX 19:11

2y ago19:11

19:11

How These Three Pillars of CX Drive Profits When Leadership Is Proactive About Customer Experience This week’s guest is Jeannie Walters, CEO and founder of Experience Investigators, a global customer experience consulting firm that helps companies improve loyalty and retention, employee engagement, and overall customer experience. For more than 20 …

1
How to Optimize Customer Service Through Current and Future State Assessment 16:04

2y ago16:04

16:04

Data-Driven Current and Future State Assessments Optimize Customer Care Programs This week’s guest is Bhawna Singh, director of Internal Solutioning at iQor. Bhawna is an expert at studying structured and unstructured data to understand what it means in relation to particular problems that need solving. Through business intelligence reporting and a…

1
A Six-Step Model to Develop Customer Loyalty 19:51

2y ago19:51

19:51

Keeping the Loyalty Loop Conversation Going Builds Relationships and Deepens Customer Loyalty This week’s guest is internationally acclaimed keynote speaker and bestselling author Andrew Davis. Andrew uses his captivating storytelling skills and marketing expertise to inspire and advise business leaders. Before building and selling a successful dig…

1
How to Hug Your Haters to Improve Customer Experience 21:32

2y ago21:32

21:32

Inviting and Answering Complaints Strengthens the Customer Experience and Improves Satisfaction This week’s guest is renowned business strategist Jay Baer. A seventh-generation entrepreneur, he has founded five multi-million-dollar companies and is the New York Times bestselling author of six books on customer experience and digital marketing. He h…

1
How Brand Storytelling Influences Customer Experience 18:28

2y ago18:28

18:28

The Convergence of Effective Brand Storytelling and Positive Customer Experiences This week’s guest is Miri Rodriguez, senior storyteller – Future of Work at Microsoft and author of the bestselling book Brand Storytelling – Put Customers at the Heart of Your Brand Story. Miri travels the globe sharing insights on the power of brand storytelling. In…

1
iQor Qares Gives Back to Employees and Communities 12:15

2y ago12:15

12:15

By Bernie Borges

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V.P. Global Content Marketing At IQor Podcasts

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