customer experience

Episode 188 – Customer Centric Innovation – Solving Problems by Thinking Outside the Box

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Lisa loves a good puzzle. After witnessing the confusion that ensued after new technology systems were integrated into offices in the 90s, she didn’t panic, she saw an opportunity to establish effective processes that support employees and businesses grappling with evolving technology. Then a pattern emerged: internal teams kept failing to communicate with one another in […]

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Episode 186 : Transforming BPOs into Profitable Value Centers

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Romaine Piper is the Founder and CEO of Call Center Escape – an “Upwork” built for BPO companies. Known for his cross-dimensional approach to company growth, he has helped some of the fastest growing start-ups across Silicon Valley, the U.K, and Europe to identify and hone their top growth levers – adding millions to their bottom line.  No

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Episode 185 : The Importance of Proactive Communication and Response Time in Field Services

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Brad Hawkins has been with ServicePower:Field Service Software since 2004, where he currently serves as Senior Vice President of products and solutions, overseeing operations, development and product management. He’s a long-time veteran in the world of field service technology and Brad brings more than 20 years of experience in workforce management software.  Questions • Could you share a little

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Episode 184 : The Power of FABS Leadership – Matching the Right Leader to the Right Time

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Robert Jordan is the CEO of InterimExecs, which matches top executives with companies around the world. Based on research with thousands of leaders and companies, he and co-founder Olivia Wagner wrote Right Leader, Right Time: Discover Your Leadership Style for a Winning Career and Company, and they’ve launched the FABS Leadership Assessment, a free assessment at RightLeader.com designed to help leaders

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Episode 183 : The Future of Customer Communication

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Matt Swain is Head of Communications Insights & Experience at Broadridge. He is a recognized Customer Communications industry thought leader and the host of the Reimagining Communications podcast. From delivering keynotes around the world to defining best practices, hundreds of well-known companies have relied on Matt’s expertise and research for their current and future omni-channel communication

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Episode 182 : The Power of Customer Loyalty – Why Existing Customers Are Our Top Priority

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Tim Attinger is Co-founder and President of OvationCXM, with nearly 30 years of executive management experience in financial services, financial technology and digital transformation. Prior to Co-founding OvationCXM, Tim held executive roles in digital transformation and growth with successful exits at Monitise, a global mobile money platform acquired by Fiserv and Blackhawk Network, which went public in

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Episode 181 : The Art of Off-Boarding : Strategies for a Fantastic Experience

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Tony Sternberg is the CEO and Co-Founder at ProsperStack, a platform that helps subscription businesses with automated retention. Prior to ProsperStack, Tony was president at CATS software, having joined the company as an early employee and playing key customer facing product and operations roles. With over a decade of experience in SaaS, Tony is passionate about building

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Episode 179 : Building that Magical Employee and Customer Journey for Success

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Sarah Diegnan is ChartHop’s VP of Customer Experience, after leading implementations at Acuity Brands, Opower and Oracle, she brings operational excellence to creating and delivering a world class customer experience for all ChartHop’s customers. She is an expert in leading a customer journey, partnering with customers from the first moments of onboarding through successful execution of all account

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