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Without regular maintenance, your contact center’s back-end software can pile up, causing a drop in performance and even larger issues down the line. Even more concerning, if you are planning a move to the Cloud, you want to ensure you don’t carry legacy problems and dirty data with you.
McGee-Smith Analytics President & Principal Analyst Sheila McGee-Smith and Blackchair CEO & Co-Founder Jason Owen share their tips for keeping your CX software clean and adaptable for future challenges.
Ready to rethink what’s possible in CX? Follow us on Apple Podcasts, Spotify, our website, or anywhere you get podcasts. -
Over the past decade, social media became a primary way for consumers to connect with large-scale businesses. It offers public transparency to customers which empowers their voices, and it gives companies an opportunity to build trust among their followers.
In this episode, B2B tech influencer and content creator Evan Kirstel shares his insights on how some companies use social media to its full potential and how others use it in ways that could harm their brand identity.
Ready to rethink what’s possible in CX? Follow us on Apple Podcasts, Spotify, our website, or anywhere you get podcasts. -
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In the modern customer service world, it’s more important than ever that brands make it clear that they stand for more than just profits.
So how exactly can a company ensure that customers know that it stands for something?
I recently sat down with Aspirational Futures Founder and CEO Sally Eaves to discuss doing the right thing as a company. In this episode of Dare to Reimagine, Sally shares insight on the importance of building a comprehensive ESG strategy, what motivates employees to become brand ambassadors, and why it’s necessary to replace box-checking with actual change.
Join us as we discuss:
How ESG investment promotes conscious consumerization
Setting expectations with employees about what the company stands for
The importance of digital integration in a hybrid workplace environment -
Nearly half of us would rather go to the dentist than call customer support. At heart, it’s a trust issue, and consistency and predictability lies at the core of great CX.
Hear our conversation with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC:
- Why customer experience and customer expectations must be equal
- What “skimpflation” is and how brands should respond
- How to use chatbots seamlessly and effectively for great CX
More information about Shep and today’s topics:
- LinkedIn profile: https://www.linkedin.com/in/shephyken/
- Company website: https://hyken.com/
- I’ll Be Back by Shep Hyken
Ready to rethink what’s possible in CX? Follow us on Apple Podcasts, Spotify, our website, or anywhere you get podcasts. -
The first thing you should do when a customer complains — Thank them. They’re pinpointing issues that the team can now fix.
But if you want the kind of team that embraces complaints and goes to work with enthusiasm, there must be a focus on the employee experience.
Nick Glimsdahl, Director of Contact Center Solutions at VDS, joins me today to discuss his new book and all the reasons why the employee experience should be your main area of focus for a better customer experience.
Join us as we discuss:
138 pages of nothing & the digital transformation
Lessons learned about customer experience & service
Moving a contact center to the cloud
How to do employee retention right
Tip of the week for listeners
Ready to rethink what’s possible in CX? Subscribe to every episode of Dare to Reimagine on Apple Podcasts, Spotify, our website, or your favorite podcast player. -
When dealing with every single customer, you have to understand the individual end-to-end customer journey.
That requires a single source of truth — which most companies don’t have.
Zeus Kerravala, founder and principal analyst at ZK Research, joins me today to discuss using data to integrate sales and service.
Join us as we discuss:
Why sales and service should become best friends
The importance of data integrations, especially with the contact center
A word of wisdom to the vendor community
Why you need a Chief Experience Officer
An urgent need to be agile, adaptable, and scalable
Ready to rethink what’s possible in CX? Subscribe to every episode of Dare to Reimagine on Apple Podcasts, Spotify, our website, or your favorite podcast player. -
The ground is shifting beneath us.
Because of the pandemic, massive advances have been made in digital engagement and automation. And those twin pillars have led us back to a hot topic from six years ago — the customer journey.
When we talked about the customer journey before, we didn’t really know what to do with our data. But now, we have ways to leverage it in a myriad of paradigm-shifting ways.
In this episode, I’m joined by a titan of the CX and contact center world, Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, to talk about some of these emerging trends.
Join us as we discuss:
- Who should be making contact center decisions
- How customer data platforms help extend customer personas
- The role analytics plays in driving service strategy
- What the biggest trends will be in 2022
Resources mentioned during the podcast:
-The Long-Distance Leader by Kevin Eikenberry and Wayne Turmel
Ready to rethink what’s possible in CX? Subscribe to every episode on Apple Podcasts, Spotify, or our website.
Listening on a desktop and can’t see the links? Just search for Dare to Reimagine in your favorite podcast player. -
Do you have the unifying trifecta of method, message, and martech working for you? Or is your customer journey somehow still siloed — with your contact center the least aligned of all?
In this episode, I interview Neil Valentine, chief revenue officer at Lucency, about creating a unified customer journey that integrates the contact center into the marketing and sales flow. -
Working tools into your retail experiences that allow you to connect with your customer through their mobile device on their preferred digital channels is a tall order. Integrating technology into the customer experience must start with a customer-centric strategy that focuses on layers of gratification.
In this episode, I interview Melissa Gonzalez, CEO and founder at the Lionesque Group, about empowering the retail experience with human connection through technology.
Join us as we discuss:
The surprising survey results about personal mobile devices in stores
The overlap between retail strategy and hospitality
Starting with the customer when developing your technology strategy
What makes a successful tech-enabled retail experience
Check out this resource we mentioned during the podcast:
Shout-out to Nike
Ready to rethink what’s possible in CX? Subscribe to every episode on Apple Podcasts, Spotify, or our website.
Listening on a desktop and can’t see the links? Just search for Dare to Reimagine in your favorite podcast player. -
What would you rather do — go to the dentist or call customer support? Forty-eight percent of us say they'd rather have the root canal.
Creating customer amazement by delivering consistent, predictable above-average service is what brings people back to your business again and again.
In this first episode of Five9’s newly rebranded Dare to Reimagine podcast, I interview Shep Hyken, chief amazement officer at Shepard Presentations, about the role of amazement in customer experience.
Join us as we discuss:
- The keys to creating amazement in customers
- Being slightly better than average, aka the extra degree
- Empowering employees to deliver excellent service
- Embracing the basics: appreciation, feedback, and improvement
Check out this resource we mentioned during the podcast:
I’ll Be Back by Shep Hyken
Ready to rethink what’s possible in CX? Subscribe to every episode on Apple Podcasts, Spotify, or our website.
Listening on a desktop and can’t see the links? Just search for Dare to Reimagine in your favorite podcast player. -
We’re proud to launch our rebranded podcast, Dare to Reimagine. As part of our Reimagine CX campaign, our vision is to bring bold new ideas from the innovators who are transforming customer experience and changing the way businesses connect with customers.
In this trailer episode, podcast producer Jordan Alford chats with Dare to Reimagine host Genefa Murphy, Five9 CMO, about what to expect in each episode.
We talk about:
-The three reasons behind the Dare to Reimagine podcast rebrand
-Customer experience and customer service leaders and practitioners
-Making AI more than a buzzword
Join us in sparking CX imagination on Apple Podcasts, Spotify, or our website.
Listening on a desktop and can’t see the links? Just search for Dare to Reimagine in your favorite podcast player. -
At Five9, we want to make customer service a human experience. And we've identified seven factors that go into human-centered customer service:
Know me.
Respect me.
Meet me.
Empower me.
...
For the rest, you'll have to listen to this episode of That’s Genius! where we talked with Scott Kolman, senior vice president of marketing Five9, about:
The seven factors of human-centered customer service
Why customers switch brands
The 3 key stakeholders in customer experience
Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website. -
People everywhere have had to go home during COVID. Although technology is not as widespread in Mexico as in developed countries, more and more customers need the cloud.
Finance remains regulated but retail, healthcare, financial services, technology, and business services are all moving online.
On a recent episode of That’s Genius!, we talked with Gilberto Godinez, CEO & founder of
GRUPO ITS (PCSNets Mexico), about:
The partnership between GRUPO ITS and Five9
The pandemic's impact on the marketplace in Mexico
What cloud adoption been like during this pandemic in Mexico
Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website. -
The latest episode of “That’s Genius!” is a very special one.
They’re all special, but for this episode, we got to sit down and talk with our newest hire, Five 9’s new Chief Marketing Officer, Genefa Murphy.
Genefa has one of the more unique marketing career journeys we’ve seen in a while, so she seemed like a natural fit for an interview.
Our conversation centered around:
How she’s enjoying the Five9 culture during her first few weeks
Her biggest surprise in joining Five9
What drives her passion for the marketing work that she’s doing
Her favorite books, authors, food, and so much more
Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website. -
To a large extent, AI is a buzzword. The trick — and the challenge — is finding the practical implementations of AI for contact centers.
If you can show how AI helps customers during COVID, you get extra credit.
On a recent episode of That’s Genius!, we talked with Martin Cross, Group CTO at Conn3ct, about:
What the "stabilize, enhance, transform" journey is all about
How COVID accelerated the migration to new platforms
3 practical ways to deploy AI in a contact center
Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website. -
COVID provided the inflection point for the transition from legacy to the cloud. Even before the pandemic, companies were slowly moving toward cloud because it had gotten to a level of resilience, features, functionality, security, and uptime that persuaded the legacy base to trust it. The movement had already begun. Add in a pandemic and AI, and suddenly you have all the ingredients for a perfect storm. On a recent episode of That’s Genius!, we talked with Thomas John, Vice President of EMEA Channels at Five9, about: Why AI is helping companies transition to the cloud How Five9's tools automate, inform, and even provide simple answers for customers The ways different levels of channels benefit the end customer Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website.
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In 2020, contact centers underwent their biggest stress test yet. People had to figure out how to continue their operation with their agents working from home, a remote office, or even a hotel. Did their technology support this kind of diffuse team? Then, they had to handle a surge of anxious callers. Scary times for some companies, but exciting for many others. What's next for the enterprises that can pass the stress tests of 2020? On a recent episode of That’s Genius!, we talked with Vikas Bhambri, SVP, Sales & CX @ Kustomer about: Why a barrier exists between CRM and contact centers How contact centers are being more proactive in engaging customers The current and future role for AI and automation in contact centers Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
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The pandemic changed everything. The pandemic changed nothing. I'm not being philosophical. That's a realistic picture of contact centers in 2020. The pandemic sent agents home, ate up more of their time, and moved their data to the cloud. But in fact, all those trends were already in place. COVID just accelerated them. What's up next for revolution in contact centers? On a recent episode of That’s Genius!, we talked with Dave Michels, principal analyst and founder of TalkingPointz, about: Key trends in the enterprise space in 2020 Who's accelerating cloud strategies as part of digital transformation Most beneficial tools for contact centers as work from home models start to solidify Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
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During the pandemic, 75% of people have changed brands. 75%. Just let that number sink in for a minute. Rowan Trollope, our Five9 CEO, shared that state from McKinsey as part of his address at our CX Summit. Given that trend, it's imperative that companies of all sizes automate their processes to better track customer engagement. On a recent episode of That’s Genius!, we talked with Mike Bourke, senior vice president, product at Five9, about: How workflow automation helps you understand customer pain What it means that the contact center is the new front door The new Five9 tool that can help you know what your customers are feeling Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
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Remember racing into the kitchen as a kid to grab the phone off the wall as soon as it rang? Answering the phone was fun because almost always it was someone inside your world, someone who had a legitimate reason for calling you. That's no longer true. But voice remains the most powerful and important channel. How can you keep it from breaking down? On a recent episode of That’s Genius!, we sat down with Jeff Woodland, director of vertical marketing at Five9, to talk about: Why consumers are losing trust in outbound calling How we can solve the phone problem for customer service What it will look like when people can manage their incoming call traffic better Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
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