The podcast presents valuable insights from contact center leaders, tailor-made for their industry peers. We cover a diverse array of topics, such as AI integration, agent turnover management, revenue impact assessment, and transitioning perceptions from cost to value centers for starters.
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Episode 34 | A New Vision and Evolution in Customer Experience
28:54
28:54
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28:54Filip Popovic, Head of Relationship Centre at Avon, shares how reframing a call center as a “relationship center” can elevate organizational interactions. He emphasizes forming strong connections with representatives and customers to drive loyalty. He reflects on two decades of hands-on experience across multiple roles. Leaders will gain perspectiv…
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Episode 33 | Chief Customer Officers: How to Get Out of Our Own Way to Be Growth Accelerators
25:10
25:10
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25:10Afshan Kinder explores how Chief Customer Officers can overcome internal hurdles to drive growth. She discusses the role of AI, strategic clarity, and frontline insights in enhancing customer engagement. Afshan also provides actionable advice on treating BPO partners as strategic assets and fostering alignment to accelerate organizational success. …
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Episode 32 | Contact Center Leaders: Stop Celebrating False Conclusions
31:52
31:52
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31:52Justin Robbins, Founder & Principal Analyst at Metric Sherpa, challenges preconceived notions in the contact center industry. He explores the concept of understanding the "business of the business" to transform contact centers from cost centers to value centers. Justin shares how impactful insights from customer interactions can drive strategic cha…
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Episode 31 | How to Rebalance Your Contact Center for Success
26:11
26:11
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26:11Mike Aoki, President of Reflective Keynotes Inc., discusses rebalancing contact centers for optimal performance. He highlights the generational communication gap and the importance of AI in managing routine tasks. He also emphasizes viewing contact centers as drivers of customer loyalty and brand value rather than as cost centers. “Customer service…
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Episode 30 | Leveraging Trusted Advisors as Your GPS
22:40
22:40
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22:40Mark Brody, Director of Contact Center Programs at TrachMar, discusses leveraging trusted advisors to scale contact centers. He emphasizes understanding a center's purpose, overcoming resistance to change, and using AI and BPO partners effectively. He also reveals key strategies and common errors in optimizing contact center operations. “Sometimes,…
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Episode 29 | How to Overcome the Challenge of Cultural Differences with Your BPO Partners
24:43
24:43
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24:43Karla Kannan, SVP of Customer Experience at Karla Kannan Leadership Solutions, shares her insights on navigating cultural differences and challenges in outsourcing. She highlights the importance of empathy, situational awareness, and ongoing training for service agents. She also explores how BPOs enhance scalability, financial efficiency, and cultu…
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Episode 28 | Where Contact Centers Are Still Missing the Mark
24:51
24:51
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24:51Darcy Perry, Customer Experience Manager at Franke Group, shares her journey from early customer service roles to managing contact centers, highlighting lessons learned from healthcare and emergency services. She emphasizes the pivotal role of contact centers in business success, addressing challenges like turnover and employee engagement with empa…
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Episode 27 | How to Align 69 Different Internal Entities to Achieve Great Customer Success
30:22
30:22
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30:22Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, Yorke transformed the customer experience without additional budget. He emphasizes the value of transparent com…
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Episode 26 | The Whys and Hows of Reverse Engineering Customer Support
30:27
30:27
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30:27Bennett Potter, Director of Customer Experience at Fullsteam, shares insights on blending historical theology and tech to improve customer experience. He focuses on research-driven strategies, highlighting the need to address inefficiencies in core activities and understand root causes without bias. Bennett’s methods of process simplification and c…
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Episode 25 | Essential Insights on the Contact Center Nudging Strategy
26:22
26:22
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26:22Christian Hörnebrant, Customer Experience Manager at Telia, shares his innovative approaches for modernizing contact centers. He details his “contact center nudging strategy,” which leverages incremental changes to improve customer experience and service conversions. He also emphasizes integrating technology with empathy for personal, consistent in…
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Episode 24 | Building Customer Service from the Ground Up
32:19
32:19
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32:19Chris Rojas, Head of U.S. Customer Service at Raisin, shares insights on transforming customer support teams from cost centers into value creators. He discusses building customer-centric operations, aligning stakeholders on service goals, and leveraging qualitative and data-driven approaches. He also highlights AI’s role in empowering agents, not r…
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Episode 23 | Amazon’s Lessons from Adopting Customer Obsession as a Core Principle
27:39
27:39
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27:39Vivian Malandrin, Senior Manager of Customer Experience at Amazon Brazil, explains how customer obsession fuels Amazon's continued success. She emphasizes the company’s strong culture and leadership principles that prioritize customer needs. She also describes how real-time feedback and anecdotes drive innovation and improvements. “Customer obsessi…
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Episode 22 | Must Have: Entrepreneurial Lessons for CX Leaders
28:45
28:45
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28:45Thomas Lehner, Director of Global Support and Operations at Spryker, shares his journey from entrepreneur to global leader in customer experience. He emphasizes the role of an entrepreneurial mindset in fostering innovation, sustainable value, and effective feedback loops for continuous improvement. He also discusses the importance of aligning prod…
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Episode 20 | What to Learn from Fortune 100 Customer Success Strategies
24:11
24:11
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24:11Shareth Ben, Chief Customer Officer at Apptega, shares insights on executing customer success strategies in large organizations. He emphasizes the role of change management, internal collaboration, and data-driven decision-making in driving competitive advantage. He also highlights the importance of aligning internal processes to enhance customer o…
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Episode 21 | Why Your Board Should Invest in Your Contact Center
38:25
38:25
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38:25Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in cust…
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Episode 19 | Why Contact Centers are Still Fundamentally Flawed in 2024
32:32
32:32
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32:32Neal Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscore…
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Episode 18 | Why You Shouldn’t Be Obsessed with CSAT
22:28
22:28
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22:28Michael Fulvio, Director of Customer Experience at SNIPES, advises against the usual focus on Customer Satisfaction (CSAT) as a KPI. He stresses using diverse data points like incident rates, first reply times, and fulfillment metrics to address customer issues, improve operations, and drive revenue, thus enhancing the customer experience. By broad…
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Episode 17 | CX Leaders: How to Help Sales Close Larger Deals?
28:34
28:34
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28:34Neelam Sandhu, Former Chief Elite Customer Officer, Chief Marketing Officer, & SVP Sustainability, shares insights on transforming sales strategies to focus on customer success. She discusses aligning sales with customer-centric approaches, the impact of technology on relationships, and key strategies for long-term engagement. Prioritizing customer…
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Episode 16 | Falling Behind on the Latest CX Tech Stack?
32:27
32:27
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32:27In this episode, Craig Stoss, a Customer Experience Consultant with over 25 years of experience in the CX industry, explores the complexities of navigating the latest CX tech stacks, emphasizing the need to align technology with customer value. He discusses the impact of AI, analytics, and decision-making tools, highlighting their role in shaping a…
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In this episode, Lisa Del Fabbro, Customer Experience Manager of Lamour, explores the evolving role of CX leaders. She highlights the importance of listening to agents, data-driven decision-making, and AI integration. Del Fabbro stresses that agents' insights are vital for effective CX strategies, ensuring leaders stay connected to the customer’s f…
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Episode 14 | Transforming Contact Centers with a Servant Challenger Mentality
26:30
26:30
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26:30In this episode, Nate Brown, Co-Founder of CX Accelerator, explores the servant challenger mentality in customer service, stressing the fusion of service and innovation. He champions a mindset where organizations meet and exceed customer expectations by fearlessly questioning norms. Nate emphasizes that embracing this approach is about satisfying c…
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Episode 13 | CX Revenue Engine: How to Delight Your Way to Growth
31:41
31:41
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31:41Sri Velamoor, Vice President of Global Support and Product Enablement at Workiva, discusses the importance of customer experience as a revenue growth driver. He emphasizes the necessity of addressing customers' emotional needs by aligning his concepts with Maslow’s hierarchy of needs. He also illustrates how exceptional customer experience can give…
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Episode 12 | Why Humans Outshine AI in CX Leadership
21:43
21:43
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21:43Andreas Janssen, CEO at Blauband GmbH, discusses human intelligence in customer support on the Contact Center Prospectus podcast. He stresses AI's role in enhancing processes but emphasizes human agents' irreplaceable abilities in personalized customer experiences. He also highlights customer support's strategic value for growth and satisfaction, u…
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Episode 11 | Retail Online and In-Store CX Trends for 2024
28:07
28:07
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28:07Chancy Chen, Head of Omnichannel Customer Experience at T&T Supermarket, explores the evolution of omnichannel experiences in retail, emphasizing the shift in consumer behavior during and after the pandemic. He highlights the importance of a seamless approach to customer service, transforming it from a cost center to a revenue generator. He also de…
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Episode 10 | Delivering Results: Becoming the Highest Voice of Authority
22:36
22:36
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22:36Madelene Motin, Head of Customer Service at STRONGER, shares her extensive experience in customer service. She explains how customer service can evolve from a cost center to a growth driver. She shares examples of leveraging customer feedback, proactive strategies, and cross-department collaboration. She also highlights transforming customer servic…
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Episode 9 | CCOs: Flipping BPO Quality Perceptions On Its Head
24:46
24:46
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24:46Steve Kaay, Contact Center Consultant at Kaay Enterprises LLC and an industry veteran with 30+ years, challenges the belief that outsourcing diminishes quality. He advocates for outsourcing's potential to enhance customer interactions by selecting the right BPO partner and investing in agent training. He also stresses the importance of culture and …
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Episode 8 | Contact Centers: Accountability and Positive Impact on P&L
23:12
23:12
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23:12Harini Gokul, Chief Customer Officer at Entrust, discusses how contact centers drive growth and impact the business's bottom-line revenue. She emphasizes customer engagement and proactive problem-solving and challenges the view of contact centers as cost centers. She also discusses changing mindsets, the importance of agent turnover, AI's impact on…
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Episode 7 | CCOs: Tackling Systematic Resistance to Accepting Subpar Performance
30:03
30:03
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30:03Pat Ferdig, Chief Customer Officer at 441 Locals, highlights the need to address systematic resistance to sub-par performance. He points to the crucial role in driving growth and advocates reframing contact centers as pivotal to company expansion, not just cost centers. He stresses a human-centric approach, including listening to agents and integra…
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Episode 6 | CCOs: Turning Contact Centers into a Competitive Advantage
33:04
33:04
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33:04In this episode, Tracey Virtue, Chief Customer Officer at NEOGOV, highlights transforming contact centers into a competitive edge, primarily as vital customer feedback sources for other departments. With a wide range of her experiences within other departments, Tracey underscores contact centers' holistic impact, aiding organizational growth. She s…
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Episode 5 | Creating Contact Centers that Directly Impact Company Performance
34:44
34:44
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34:44Lauren Volpe, Chief Customer Experience Officer at Zip Co, emphasizes reframing contact centers from cost centers to value-added assets, highlighting AI's impact on enhancing the experiences of agents and customers. She shares insights from testing AI applications, stresses clear communication about AI benefits with agents, and underscores data ana…
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Episode 4 | CCOs: Why Advocate for Downward CSAT Trends
26:05
26:05
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26:05Candace Wallace, Chief Customer Officer at Relias, discusses the importance of putting the customer at the center of contact center scaling and the role of self-service in meeting customer needs. She emphasizes the need for personalized experiences based on data analysis and customer feedback. Wallace also explains why downward trends in metrics li…
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Episode 3 | Creating the Ideal Hybrid Customer Happiness Team
26:47
26:47
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26:47In this episode, Gemma DePalma, COO of Foria, stresses the significance of forming a well-rounded hybrid customer happiness team. She underscores the importance of integrating this team with other departments like marketing and operations. Gemma offers insights on empowering the team to transform negative experiences, the importance of active liste…
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Episode 2 | The Frictionless Customer Experience
28:27
28:27
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28:27Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alo…
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Episode 1 | Transforming Contact Centers: From Cost to Value Centers
31:10
31:10
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31:10Florian Schroeder, Head of Customer Success at Stepstone, discusses transforming contact centers from cost to value centers. He explores the importance of managing the customer journey, the collaboration between customer success, sales, and leadership, agent turnover, and the impact of contact centers on revenue and the organization's success. Flor…
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