CX In The Wild

Send us Fan Mail Join me for an eye-opening conversation with Wax Frias-Louden, Director of Business Development at ePerformax Contact Centers & BPO, as we explore the transformative impact of the BPO industry on the Philippines. Discover how this industry has surged as a vital economic driver, creating millions of jobs and fostering economic growth. From urban modernization to skills developm...

Send us Fan Mail In this episode, I sit down with Rebecca Jones, the General Manager at Mosaicx, a visionary technology company revolutionizing customer and employee interactions. We dive into Mosaicx, a cloud-based product that leverages conversational AI, machine learning, and natural language processing technologies to automate interactions with customers and employees.  Through their innovativ...

Send us Fan Mail In this episode, I speak with Ulysses Wong , CEO of Softmatter, a visionary technology company pioneering soft goods and wearables. Ulysses brings over 25 years of transformative leadership, scaling global tech businesses and creating new revenue  streams.  Softmatter is dedicated to crafting complete next-to-skin solutions that revolutionize the way we live. They are pioneers in...

Send us Fan Mail In this episode, I'm thrilled to sit down with Jennifer Bok , the AVP of IT Operations at Nationwide Insurance. Jennifer brings over 25 years of experience in operations, project management, and nurturing future leaders, making her insights invaluable. Throughout our conversation, we explore the ever-changing landscape of technology, acknowledging the challenges of embracing...

Send us Fan Mail In this episode, I sit down with Bernie Leas, the VP of Operations at Balsam Brands, a global eCommerce retailer specializing in holiday and home décor. Together, we'll delve into the fascinating world of seasonal marketing and uncover the strategies that drive success.  Explore topics such as strategic planning, supply chain optimization, and building cross-functional teams,...

Send us Fan Mail In this episode, I have the honor of interviewing Alice Marie Johnson, a fierce criminal justice reform advocate, renowned leader, speaker, and luminary in the movement. Alice shares her inspirational story of being granted clemency after serving over 21 years in federal prison for a nonviolent drug case, and how she's committed her life to helping others and fighting for cri...

Send us Fan Mail In this episode, I have the pleasure of sitting down with Tom Kuhn, the Director of Strategic Accounts at Centrical, a cutting-edge company revolutionizing workforce engagement.  Join us as we explore how AI is transforming the way organizations deliver personalized coaching, training, and recognition to their front-line teams, all in real-time. Tom shares insights on Centrical&ap...

Send us Fan Mail Join me as I speak with Jack Epsteen, the Head of Production at GSD&M Advertising. With over 25 years of experience in advertising digital, film, and broadcast production, Jack shared valuable insights on what it takes to create successful experiences, particularly at the renowned South by Southwest (SXSW) event. He emphasized the importance of keeping things simple and except...

Send us Fan Mail In this episode, I have the pleasure of speaking with Alan Pendleton, CEO & Co-Founder of ArenaCX, about his passion for CX and how the industry can be used to make a positive impact on society. Alan shares his insights on the importance of connecting with consumers and the value of leveraging the CX industry not just for profit, but also to provide employment opportunities fo...

Send us Fan Mail Join me as I have the pleasure of speaking with Nate Brown, Senior Director of CX at Arise and Co-Founder of CX Accelerator, about the importance of maintaining energy and focus in CX. Nate is a thought leader and catalyst for those around him, and he  shares his insights on the future of brand and marketing being rooted in community building.  We discuss how traditional marketing...

Send us Fan Mail Join me and Sonal Seth, Co-Founder of The Gamification Company, as we discuss the power of gamification in the business world. Sonal explains how gamification is not just about points, badges, and leaderboards, but is rooted in behavioral sciences and the science of play. She emphasizes the importance of knowing the outcome that a company wants to achieve with gamification, whethe...

Send us Fan Mail Join me as I speak with Raluca Monet, the Global Partnerships Lead of Chrome OS, about the advantages of using Chrome OS in contact centers and BPO environments. Raluca explains how the pandemic highlighted the benefits of Chrome OS for remote  work and how they quickly responded to the needs of businesses looking for a secure and reliable solution to keep agents productive while...

Send us Fan Mail Join me as I speak with Kevin Terrell, the Co-Founder and CEO of Birch. AI, a company that specializes in automating complex contact center workflows in real-time.  Kevin shares how Birch. AI marries AI technology with software and process understanding, making them great at what they do. We delve into how business leaders should be thinking in terms of the application of generati...

Send us Fan Mail Join me as I speak with Jerry Garcia, the Founder and CEO of ICON Solutions Group. Jerry shares his insights on the current state of the BPO industry in Guatemala and provides valuable tips for businesses looking to establish operations in the country.  He discusses the advantages of outsourcing to Guatemala, including the country's young and bilingual workforce, favorable bu...

Send us Fan Mail Join me as I speak with Jim Iyoob, the Chief Customer Officer at Etech Global Services. He is an expert in customer experience and contact center operations. In our conversation, he emphasizes the importance of enhancing both the agent experience and customer experience and creating a culture that prioritizes people and value over money. Jim also stresses the need for the people b...

Send us Fan Mail Join me and Michelle Howard , the Founder and Creative Director of Flora Couture, as we dissect what makes a great customer experience. We discuss how truly listening to clients and their needs, fitting those exact needs and bringing them to life, mastering collaboration, and expanding on visions to evoke emotions are essential to creating unforgettable human experiences. 

Send us Fan Mail Join me and this powerhouse trio of Phoebe Elkins, Stefnie Howley, and Kristin Witten as we focus on women in the CX industry and their contributions to the field, highlighting the unique skills they bring, including empathy and relationship-building.  We celebrate women's achievements and challenges, emphasizing the importance of diversity and inclusion in the workplace. The...

Send us Fan Mail Join me and Neil Taylor, the Founder of Schwa, as we explore the power of language in shaping our experiences and relationships. In this fascinating conversation, we delve into how language is embedded in every aspect of our lives and how recognizing its influence can lead to more effective communication and stronger relationships with our customers.  Join us for this thought-prov...

Send us Fan Mail Discover how to create engaging customer experiences by effectively combining marketing, engagement, and technology as I chat with Karan Thaker, Lead Design Strategist at Northwestern Mutual.  We'll explore how bridging these areas can result in compelling experiences that provide excellent value.

Send us Fan Mail Join me and Anton Koojiman, founder of BeAddy, an online media planning tool that provides software for advertisers and agencies to organise their online advertising through media planning. Anton discusses the pain points of marketing professionals and emphasizes the need for transparency in marketing metrics, giving media buyers a CX advantage. He saw the need for small businesse...

Send us Fan Mail Join me and Neal Topf, the leader of Callzilla, as we discuss the importance and impact of developing strong work ethics amidst today's "quiet quitting" culture. We also dive into how resourcefulness propels success and how transformative it can be when governments and private sectors take a hand in caring about people at the center of decision-making.  

Send us Fan Mail Join me and Kelly Laporte, the VP of Operations at Reliant Teleservices, as we uncover the power of in-market context in the BPO industry and CX generally. We discuss the importance of keeping employees engaged by showing genuine care and concern. Letting teammates know that they are valued and are not replaceable is vital.  

Send us Fan Mail Join me and analyst, consultant, and keynote speaker Justin Robbins as we unpack the problem of re-curated and misguided content in the CX space. We discuss what we believe CX is and what it isn't.  People who are serving customers come in full capability at any size. It is vital to follow leaders who are constant students, who share what they know generously, and who put wha...

Send us Fan Mail Shawndra shares the industry secrets to creating  a successful customer care organization as she reveals how to choose the best solution for your organization and the true costs of time and money it takes to implement. Best yet, she explains how successful leaders sell these solutions to internal teams and what to expect during the process.

Send us Fan Mail In this episode you'll learn about the current state of transformation in the world of customer experience and how GPT is making customer care agents a new kind of brand superhero.