On this episode of Innovating the Customer Experience Podcast, our J.D. Power experts Michael Vermillion, Senior Managing Director, Global Business Intelligence, and Mark Miller, Customer Service Advisory Practice Leader, are joined by Lauren Pragoff, Chief Customer Officer at Medicat, to explore the benefits of active listening.

Sorry, I Didn’t Catch That: The Importance of Active Listening

Sadiq Mohammed is the managing director of USMAART. He is based in Manchester in the UK.&nbsp;USMAART provides outsourcing consultancy support to retail, travel, energy and telecoms sector clients such as N Brown, Studio Retail, Music Magpie, Sky, Coast, Comparison Technology Ltd and many others. Peter Ryan talked to Sadiq about how clients can find the right outsourcing partner for customer experience (CX) projects and what has changed in the selection process in recent years?   &nbsp;

Sadiq Mohammed - USMAART - Matching CX Clients To The Right BPO Partner

We sit down with Craig Brosenne President of Hagadone Marine and get insight on how to lead an organization with multiple businesses focused on boating on one of America's finest lakes, Coeur d'Alene Lake. Craig is a leader who focuses on people, service, and culture. Craig's story will help you in your business and life.

Episode 4 - Craig Brosenne President of Hagadone Marine

The new world of AI and chatbots is seriously getting some energy and traction not just with the big boys in town but it is even more accessible for small to medium organisations. The world of chatbots have developed so much in recent years and aren’t the annoying pop ups that many will remember being a major nuisance. The advancements have been made, the fees and investment in the technology have become more feasible and more importantly the consumer at the other end is getting more comfortable talking to a chatbot.

Amberlea Henriques is the founder of Adsocial and has taken the path of marketing that specialises in chatbots and messaging automation. Having started as a marketing company has headed down this niche as there is a larger demand for this technology and software for businesses that are looking for a successful automation marketing campaigns that work. Amber has a deep passion for making automation more personal. 

We get onto the promotion and marketing of the business that does require you to be more personal and not automated. Media and podcasting Amber seems very comfortable with but there is an element of business development that is holding her back. Live appearances and in-person presentations scares our guest today and the team sees this as one of the keys to future success for this business. This is an area no doubt Carmen will be able to help Amber out with.

The future is here and a customised experience in the space of chatbots is not out of reach for businesses from all levels. When it comes to being available for your customers in their time you are going to win with this if t is done well. There is also a very clear message from the podcast that this is just one element of marketing and communication campaign. Humans still like to talk to humans, but the convenience is certainly an attraction to both business and consumer.

Amberlea Henriques

On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches. Listen to the full episode to learn more about the benefits of transforming the employee experience.

Humans in the Loop Feat. Elizabeth Wolverton of Synovus

Shane Jackson is the founder of Knowledge Rhino. He is based in Sarasota, Florida. Shane is focused on data, analytics, and workforce optimization. In this interview he talks to Peter Ryan about the value of workforce management (WFM) and how critical it is for an efficient CX process.   &nbsp; &nbsp;

Shane Jackson - Knowledge Rhino - The Value of WFM in CX

<p>Find More Episodes on PCA Overdrive: https://www.pcaoverdrive.org/service-legend-pod

<p>Become a PCA Member: 
https://www.pcapainted.org/membership-resources/

<p>In this episode, we're joined by Joe Crisara, America's HVAC, Plumbing & Electrical Contractor "Service Sales Coach." With his unique coaching style and emphasis on trust and exceptional customer service, Joe has made a significant impact in the home service industry. Join us as we explore his journey, principles, and actionable strategies to elevate your sales game and thrive in the business. Tune in to the ServiceLegend Podcast for valuable insights from Joe Crisara, the expert in service sales.

Unleashing Your Sales Potential: The ServiceLegend Podcast

This Podcast is on Customer Service. I learned about Customer Service working in a Call Center, then working as a Virtual Assistant. I understand Customer Service as when you are able to leave your customer with a smile on his or her face. It is not hard, all you have to do is take that extra steps you are able to, make your customer happy.

Customer Service

Barry Winkless is the Chief Strategy Officer at Cpl Group and Head of the Future of Work Institute Cpl. He is based in Dublin, Ireland. CPL is a major HR and recruitment company that works across multiple industries - including CX. Barry is always considering the future of work for both employers and employees so in this discussion with both Peter Ryan and Mark Hillary he explores some of his ideas around how the evolution of work itself may change and affect CX executives.    &nbsp;

Barry Winkless - Cpl Group - What is The Future Of CX Work?

Welcome to Your Inland Northwest business podcast! 

We’re finding the businesses that we have seen, know, and love and sharing the whole story about their brand! The businesses we all see and know have a unique story that has made them a success! Together we’re creating relationships with the businesses that make this region one of the most vibrant and dynamic places to do business.

Podcast produced by the Painting Contractors Association (PCA). 

Join PCA as we interview industry experts on how to build stronger businesses.

Founded in 1884, PCA is the only national trade association dedicated to the success of painting contractors through ethics, education and excellence. Today, PCA is recognized and supported by many industry manufacturers and suppliers as the premier organization committed to helping professional painting contractors improve their business.

British/Irish writer based in São Paulo - focused on technology, futurism, and #CX

This podcast hosted by media professionals Nic Hayes and Carmen Braidwood is all about getting the education and motivation to work with media. Understanding the drivers, the tips, the very skills required to make it in the media makes this a must listen podcast for all communicators and business owners.

J.D. Power is a global leader in consumer insights, advisory services, data and analytics.

New tracks tagged #Customer Service