GigCX Decoded

In this episode, we speak with Kate Bradley Chernis , founder and CEO of Lately. AI , a lead-gen social selling platform that learns any brand or employee voice, takes all of their content, and turns it into targeted, effective social media posts. Kate is a former rock 'n' roll DJ and award-winning radio producer, engineer and voice talent with 25 years of national broadcast communications, brand-...

In this episode, we speak with Jay Nathan is the Executive Vice President and Chief Customer Officer at Higher Logic, an online community software platform that helps companies engage, retain, and grow their customers. He is also the co-founder of Gain Grow Retain, a community for Customer Success leaders to share their work, collaborate and grow their careers. Jay has over 20 years of experience...

In this episode, we speak with Sue Morris , Vice President of Users and Product Operations at Google. Sue has an illustrious career, spanning many organizations over many territories, including Vodafone, Microsoft, Github, and Google. In this interview, Sue dives into her CX career, shares how she views GigCX, and the approach she took to implement GigCX during her time at Microsoft and Github, an...

In this episode of the GigCX Decoded podcast, we speak with Aimee Lucas , Director of Client Experience at Moss Adams. Aimee has over two decades of experience improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. She is an experienced global public speaker and trainer, and regularly writes on a variety of...

In this episode of the GigCX Decoded podcast, we speak with Ian Golding, CEO and Founder of Customer Experience Consultancy. Ian is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works – businesses like BT, Pfizer, Th...

In this episode of the GigCX Decoded podcast, we speak with David Avrin, one of the most in-demand Customer Experience speakers and consultants in the world today. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses. He is also the author of five books, and his insights have been featured in thousands of media outl...

In this episode of the GigCX Decoded podcast, we speak with Natalie Petouhoff, a leader in the CX space. Natalie is a Wall Street Journal Best-Selling Author, Speaker, Board Member, Expert In Residence, and a Strategist in AI, CX and EX. She cowrote Empathy in Action and has a massive amount of industry experience, including the time she spent as an analyst and consultant. In this interview, Natal...

In this episode of the GigCX Decoded podcast, we speak with Annette Franz, a leader in the CX space. Annette is the founder and CEO of CX Journey Inc., a company ushering in the new wave of customer-centric businesses. An author and in-demand speaker, Annette uses the lessons of her nearly three decades of experience to inspire readers and audiences, daring them to elevate the game for their organ...

In this episode of the GigCX Decoded podcast, we speak with  Claire Beatty  and  Ginger Conlon  from  Genesys . Claire is Senior Director of Thought Leadership at Genesys, and Ginger is Thought Leadership Director at Genesys. In this interview, Claire and Ginger share how the convergence of four big factors are affecting the CX industry: The rapidly changing nature of cust...

In this episode of the GigCX Decoded podcast, we speak with Jackie Craver, Vice President of Community Support at Zwift. Jackie is a senior leader with extensive operations experience and reputation for building and developing high-performing teams. She's a change champion and is considered a highly creative visionary. In this interview, Jackie shares how Zwift's explosive growth and the need to s...

In this episode of the GigCX Decoded podcast, we speak with Dennis Pollett and David Creech from Microsoft. Dennis is a Senior Product Manager at Microsoft. And David is the Community Support Planner for the Microsoft Answers Support Community. In this interview, Dennis and David share the impact GigCX has had on the Microsoft Answers Support Community, including faster response times to community...

In this episode, we speak with Vinay Gupta and Dr. Julian Raabe with McKinsey & Company. Gupta is a Senior Knowledge Expert at McKinsey & Company, with more than a decade of experience in contact center, advanced analytics and back office processes. Raabe is a partner at McKinsey & Company, and leads McKinsey’s customer care, e-care, and digital care work in Europe, the Middle East and...

In this episode, we speak with Kristin Sharp, CEO of Flex Association, the voice of the app-based economy, representing America’s app-based rideshare and delivery platforms and the people who count on them. Kristin has made a career out of innovating the way we work. Prior to joining Flex, Kristin was CEO of the Education Quality Outcomes Standards (EQOS) board, and senior fellow and former direct...

In this episode, we speak with Iain Regan, Chief Customer Officer at Limitless. With over 20 years in leadership roles in global technology, BPO and consulting organizations, Iain has led international teams and inspired people to deliver results. Iain is a highly driven senior executive and revenue leader with extensive experience in the SaaS, technology and outsourcing industries. In this interv...

In this episode, we speak with Mike Havard, chairman of the board of Limitless. Mike Havard is a well-known customer management, channel and technology industry leader. He brings 30+ years of experience leading and growing businesses in the CX industry. He has held leadership roles with organizations like BT, Sitel, CM Insight and Verint. Most recently, he was a founding director of Ember, a profe...

In this episode, we speak with Neil Rae, Chief Digital Officer of VXI Global Solutions. As a leader in a technology-led contact center organization, Neil embraces new and emerging technology and trends and make sure that we leverage those trends to unlock value within both customer and client base, but also employee base. In this interview, Neil shares three trends he sees in the CX industry surro...

In this episode, we speak with Catherine Jensen, VP Customer Experience for Sony Interactive Entertainment, home of PlayStation. Catherine leads post-sales support for all of the PlayStation products and services. Also leads player-to-player moderation and online safety for the PlayStation network. In this interview, Catherine gives us a peek behind the curtain on how PlayStation came to use GigCX...

In this episode, we speak with Peter Ryan, President and Principal Analyst of Ryan Strategic Advisory. Ryan Strategic Advisory is the world’s most trusted source of actionable insight into the global front-office BPO and customer experience sectors. He is known worldwide as an influential and trusted BPO and CX research analyst, strategic advisor and thought leader. He is also the co-host of the C...

In this episode, we speak with Nick Clark, partner at Boston Consulting Group. Nick helps leading brands to transform their customer service offering, bringing deep experience in operations, customer loyalty, and digital transformation. In this interview, Nick gives his take on the current state of the contact center and agent experience. He shares that there's a change in thinking among customer...

In this episode, we speak with Paul Estes, author of the best-selling book, Gig Mindset . He has spent over 20 years driving innovation in fast-moving leadership roles at Microsoft, Amazon and Dell. Each week, Paul provides insights and perspective to over 100,000 readers of his weekly LinkedIn newsletter, and he frequently shares his insights as a contributor in Fast Company, TechCrunch, and Forb...

In this episode, we speak with Merijn te Booij, EVP & GM Employee Engagement Solutions at Genesys. Merijn is a leader of all things related to workforce engagement, building and delivering innovative solutions to help drive experience as a service. In this interview, Merijn shares how Gig Experts fit into creating a frictionless, holistic customer experience, and the role bots and automation p...

In this episode, we speak with Chad McDaniel, president and co-founder of Execs In The Know, a a global community of senior customer experience leaders. Chad is a well-known advocate for customer experience best practices. He works tirelessly to showcase the success of today’s CX executives. In this interview, Chad shares how the appetite for GigCX is changing in the CX industry, how consumer pref...

In the inaugural episode of the GigCX Decoded podcast, we dive into the 2022 GigCX Report and discuss the key takeaways from the findings of the research. Roger Beadle, CEO and co-founder of Limitless, and Megan Neale, COI and co-founder of Limitless, share why they started Limitless and Gig for Customer Experience (GigCX) phenomenon. They share why CX leaders should care about GigCX, what's drivi...