Episodios
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Jeremy Hyde packs a SERIOUS punch in this dynamic episode. From evolving customer expectations, to forging the circle of psychological safety with employees, to creating a "Voice of the Agent" playbook, this conversation has something for every CX leader.
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Are you feeling stuck on the path of your CX transformation? This episode with Aaron Eden of Intuit is exactly the kick you need. We share tremendous insights on how to drive customer-centric innovation that will yield huge results in an accelerated timeframe. From "The Lean Start-In" to the famous Intuit "Design for Delight" philosophy, this power-packed episode is sure to inspire!
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In this episode, host Nate Brown is joined by Jenny Dempsey, Customer Experience Manager for Appeal Sciences for a discussion on the importance of voice of customer. Learn how it can be a rallying point for your CX team and entire company, and how to use it to beat burnout, foster engagement, create trust among teammates, and ultimately, create a better product or service for your customers.
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Great experiences are created by great people. Octavius is one of those exceptional individuals who is creating CX magic with every interaction. He is a wonderful example of the type of CX talent most organizations are desperate to find. This dialogue gives us the unique and wonderful opportunity to probe deeper into Octavius's mentality...understanding what motivates him and provides him with the gift of overflowing positive energy. The conversation also features Erica Dorison, another exceptional individual with a contagious CX energy. There is so much to learn here about how we can encourage and develop our own people to create experiences that matter!
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Join Jonathan Shroyer, Chief CX Innovation Officer at Arise, as we discuss culture building, unlocking creativity across the organization, and fostering a positive growth mentality personally and professionally.
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Join Rick DeLisi, a master of all things customer loyalty, as he explores the increasing role of digital channels in the overall customer experience. Create seamless interactions while guiding customers to the very best resolution path!
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Tanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transformation!
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John John Pompei of Arise and Dylan Servantes of Hit Factor as they discuss the fascinating and ever-changing landscape of Player Experience. There is so much to learn no matter what industry you are in from the dynamic things that are unfolding in the gaming space.
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Join Nate Brown as he interviews the incredible Shana Kelly, Senior Director of Athlete Engagement for DICK'S Sporting Goods. Shana is doing remarkable things to engage her team and her customers...creating meaningful work and generating life-long brand ambassadors along the way!
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We are BACK with the Experience Matters podcast! Things start off with a bang featuring Rich Wilder, The Director of Customer Experience at CHEP. We discuss the complexities of the larger experience ecosystem...acknowledging several things that are out of our control. Rich provides insights on how we can still take control and design a great overall experience!
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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"
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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 Service
Arise Virtual Solutions: be there. be aware. be essential.
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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.
Mentioned in this Episode:
Officium Labs: The Future of Service
Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube
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Meet our guests:
Denise Lee Yohn has become an in-demand keynote speaker inspiring business leaders around the world to build great brands and exceptional organizations. Her keynote presentations have captivated international audiences at conferences including TEDx, the Consumer Electronics Show, The Art of Marketing, the National Restaurant Show, and Sustainable Brands, among others, and at corporate events for Facebook, Lexus, NFL, and more.
Kyle Hamm, VP of customer experience of Schneider Electric, an industry thought leader who is currently leading the Customer Transformation Team in North America, focused on providing a differentiated customer experience through data analytics, digitization, employee engagement, and listening tools.
Key Takeaways:
[1:20] Kyle introduces himself.
[1:55] Denise talks about herself.
[2:28] Kyle shares about the awards that Schneider Electric recently received.
[5:14] Denise talks about how to cultivate a customer-first mindset.
[5:53] Integrate your customer and employee experience.
[6:20] Kyle shares the core values at Schneider.
[8:10] Customer-first mindset is not spontaneous or intuitive.
[9:30] Kyle shares about customer experience ambassadors.
[13:27] You need happy employees who are equipped with the right tools to do great work on behalf of their customers.
[15:13] Reinforcing a customer-first mindset every day with meaningful rituals.
[18:00] The order of operation is critical.
[20:08] It is the everyday integrity that builds the experience you want to create.
[23:43] The role in CX is the one you don’t want to be in if you want to make friends.
[24:33] You need to be bold, agile, and fast in your approach.
[28:45] Discover what your customer’s expectations really are.
[29:00] Denise talks about the importance of changing the organizational culture.
[30:47] What happens when the internal culture breaks?
[32:57] Kyle shares a practical example.
Mentioned in this Episode:
Officium Labs: The Future of Service
Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube
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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 Service
Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube
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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 engagement
Paula 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 Service
Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube
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Meet our guests:
Joanna Dos Santos is the Head of Customer Experience at Mid-Day Squares, a chocolate company located in Canada and currently scaling into the USA, which offers functional chocolate bars that are fully organic, vegan, nonGMO, gluten and soy free.
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.
Key Takeaways:
[1:05] Joanna introduces herself.
[3:40] John talks about his professional journey.
[5:20] The challenge: How can we embed customer centricity from the beginning?
[6:11] Establishing trust with that core group of customers.
[8:30] Joanna talks about the importance of transparency.
[10:35] There is a huge benefit in investing in the customer experience rather than only prioritizing the product.
[12:50] Share the whole journey with your people, so they can feel included in it.
[14:49] Customer experience is not about protection, it is the most organic form of marketing and sales.
[15:18] John shares his perspective on the impact of authenticity and customer experience to the growth of a company.
[17:30] Joanna shares how she was asked to “Be unapologetically herself.”
[19:35] Joanna shares how she grew as a person and as a professional.
[23:26] Seeking for the right people is crucial.
[25:08] Stop being so transactional!
[27:25] John shares a personal story of how a company went above and beyond creating a personalized experience.
[29:33] Take the time to listen to your customer.
[31:40] Good vibes matter!
Mentioned in this Episode:
Officium Labs: The Future of Service
Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube
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Meet our guests:
Clare Muscutt is the founder of a unique community for women in Customer Experience. Launched on International Women’s Day 2021. WiCX is an online membership community for women united by a common interest in CX. It offers a platform to the women in our community, along with curated events, resources and content to help women overcome their challenges in and out of the workplace. 60 strong founding members from 40 countries, use customer experience to design and deliver the most valuable membership possible and are presently preparing to welcome the 500+ women already on the waitlist.
Learn more about WICX: https://womenincx.community/Shameem Smillie is a CX & Contact Centre Leader focused on driving and achieving success for customers and partners. She is passionate about CX and believes that Customer Experience is more important than ever before. She is also a ‘Change Agent & Activist’ as Mitel’s Global Leader of our Mitel Inclusion Council; her mission is to drive and amplify their Diversity / Equity / Inclusion & Belonging strategy plan. Championing Women in Tech initiatives remains a top priority.
Learn more about Mitel: https://www.mitel.com/
Key Takeaways:
[0:42] Clare introduces herself.
[1:11] Shameem shares about herself.
[1:40] Clare shares why diversity and inclusion are so important when it comes to CX.
[2:49] Shameem talks about the importance of diversity and inclusion.
[4:50] Nate shares his experience while hiring new people.
[6:02] Punch #1: Build a team of CX designers that represents the customers desired to serve.
[9:15] Clare shares her personal experience in regards to inclusion and diversity.
[10:41] Nate shares the statistics about the advantages of diversity and inclusion in CX teams.
[11:49] Diversity and inclusion must be intentional.
[12:28] Punch #2: Performative Allyship: What is it and how can we avoid it?
[16:30] Promoting values like growth, innovation and respect, always having the people at the center.
[18:48] Diversity and inclusion are not a problem to be solved, it is an opportunity.
[20:42] Change is difficult but it is the way to grow and achieve a better understanding.
[23:18] Punch #3: How can we design a journey for all as CX professionals?
[26:45] Think about every customer.
[28:14] Shameem shares her thoughts about creating a journey for all.
[30:06] Shameem talks about the importance of flexibility and choice.
[31:00] Clare shares a few examples.
Mentioned in this Episode:
Officium Labs: The Future of Service
Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube
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Meet our guests:
Jeanne Bliss guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best-selling books on customer experience and leadership are the guidebooks of the CX Profession. Jeanne Bliss has delivered over 1,500 transformative keynotes globally, has coached over 20,000 leaders on leading to elevate their company in the marketplace, with sustainable growth. Jeanne Bliss is the cofounder of the customer experience professionals association and is fondly known as the “godmother” of customer experience.
Katie Hunt is the Co-Founder and Chief Revenue Officer of SHOWFIELDS, The Most Interesting Store in The World. She began her career as the third employee of Warby Parker, served as Chief Brand Officer for Hinge, where she led the charge for their relaunch and rebrand and has worked extensively with startups in branding, product development, marketing, operations, and fundraising. Additionally, Katie is the Co-Founder of The Fund, which is a VC fund made up of a community of founders and operators that invests and mentors early-stage companies in NYC, LA, and London.
Key Takeaways:
[2:45] The Challenge: How to reorient our minds to a mission-driven CX.
[3:18] This generation is responsible for creating a new workflow and work path that enables mission-driven work for all.
[5:52] Nate talks about the evolution of CX.
[6:42] Punch #1: Know it! Do you know the goals of your customers? Our job is to help customers to improve.
[8:50] What does your brand stand for at its core?
[10:21] How do we want to be defined as people?
[10:49] The goal map is not about the organization’s goals but about the customers’ goals.
[13:24] Nate talks about the importance of thinking about the customers and driving them to their definition of success.
[14:34] Punch #2: Build guard rails so you can live up to your ideals and hold everyone accountable.
[18:05] Choose who will and will not be inside the organization to live the guard rails.
[20:35] Punch #3: Make it real! Put your money where your mantra is.
[22:38] The happiest employees are those who are more likely to celebrate other people.
[24:31] Katie and Jeanne extend their advice to CX professionals struggling with their organizations.
Mentioned in this Episode:
Officium Labs: The Future of Service
Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube
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Cristin Pierce, Director of Business Operations at Officium Labs, joins us on this special episode of the Experience Matters Podcast to tackle the challenge of creating a seamless experience with partners to accelerate results.
The 3 Punches covered in this episode:
How do you pick the right partners/vendors?Getting on the same page with your partners/vendors to ensure a seamless experienceEvolving together- the importance of knowledge and mentorshipHave questions for Cristin? Connect with her on LinkedIn.
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