Customer Driven with Chad McDaniel: Recent Episodes
Chad McDaniel
Customers on your mind? Executive Chad McDaniel hosts this highly interactive show on everything related to customer success. Chad and his guests discuss all things impacting today’s customer leaders, while sharing their own unique insights and experiences. Chad is well known for leading Execs In The Know, one of the largest customer experience communities on the planet. Connect on best practices across the industry with unfiltered, unplugged conversations with leaders learning from leaders. Customer Driven, every episode.
Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Andrew Kortina, Co-Founder and Co-CEO at Fin Analytics, a comprehensive measurement platform for operations work.
CX operations “results metrics” (things like CSAT, NPS, handle time, close rate) are a good indicator of what’s happening, but not necessarily why. Join Chad and Andrew as they discuss better ways to manage contact center operations and improve productivity using rich insights from work-derived data. Specific topics explored on the podcast include:
- Using process analytics to identify and overcome roadblocks to greater program success
- Driving efficiencies by measuring agent actions at a granular level
- Transforming raw data into sensible, actionable insights that fuel change
- The impact of COVID-19, and a now remote workforce, on workflow and work process
Andrew is Co-Founder and Co-CEO of Fin Analytics, a comprehensive measurement platform that provides operations leaders with “full funnel” insights into the work of their team. Features like live insights and video playback help operations managers quickly spot process improvement opportunities, decrease variance, and optimize workforce resources.
For more information about Fin Analytics, visit: https://www.fin.com/. If you’d like to connect with Andrew directly, you can do so via email at kortina@finxpc.com.
Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify and or watch the video podcast on YouTube!
Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin, Chief Marketing Officer at SmartAction, an industry leader in developing and deploying purpose-built, AI-powered virtual agents for customer service.
In this episode, Chad and Brian discuss the impact of the COVID-19 pandemic on self-service trends, as well as other topics including:
- The COVID-19 impacts on consumer behavior
- The current state of the human-to-AI interaction landscape
- The biggest self-service demands that have emerged
- Development cycle differences between chatbots and AI-powered voice solutions
- How the business drivers for AI adoption have evolved beyond just a good CX and ROI
https://www.smartaction.ai
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Chad welcomes Jyllene Miller to discuss how Concentrix, a company that specializes in customer engagement and business performance, has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19.
https://www.concentrix.com/
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Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Mike Myer, CEO and Founder of Quiq, a business messaging company in the customer service world. Hear Mike's unique perspective about the integration of these technologies into a successful customer experience.
Chad and Mike also discuss:
- Shift of preference of consumer adoption within self-service channels
- Which industries are successfully adopting these technologies
- Complex transactions and messaging channels
- Is it better to be an early adopter?
https://goquiq.com/
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In this episode of Customer Driven, Chad is chatting with Vicki Perryman, Senior Vice President of Humana. Humana is a global operations organization focused on enabling their members to utilize their benefits and access providers for the care they need.
Chad and Vicki also discuss:
- Her start with Ebay
- Humana's main channels for Customer Engagement
- How to utilize insights to drive customer satisfaction
- How Humana determines when and what to outsource
- What it means to become a "partner in health and aging"
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Welcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as difficulties in retaining the right hires.
Chad and Scott also discuss:
Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response)
The importance of the Candidate Experience
Soft skills vs. technical skills
The legal turmoil around Social Media Candidate Profiling
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Welcome to the latest episode of Customer Driven. In this episode, Chad is talking with Justine Santa Cruz, SVP of Enterprise & Retail at Satisfi Labs, an AI-powered Knowledge Management Platform. Justine brings a wealth of knowledge on the future of AI in Customer Experience and the overall evolution of customer communication channels. Chad and Justine also discuss the 5 most important questions to ask before buying or building any new technology for your brand.
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Jerry Leisure, VP of Customer Success with Forte Labs. Jerry has been in the Customer Service Leadership space for over 20 years and moved into the gaming space in 2016 with Kabam. Jerry has since joined Forte Labs, a platform company in the gaming space that allows game developers to easily utilize the security of blockchain technology.
In this episode, Chad and Jerry discuss:
- Advantages of blockchain technology in online security and transactions
- Emerging trends in the Customer Service world in regard to the implementation of Blockchain tech
- The company’s B2B and B2C support models and how the gig economy and artificial intelligence are both factoring into those structures
- The future of Customer Experience and what keeps Jerry up at night
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Vicki Brackett, Employee Engagement Expert and author of the new book, The Leadership Toolbox. Vicki has had a long successful career helping call centers and other organizations emotionally engage their employees through improved Employee Experience practices. Vicki also talks about her recent interview with Forbes magazine, and suggestions on how to start implementing changes within your organization.
In this episode, Chad and Vicki discuss:
- How to drive emotional engagement within an organization
- Why employee engagement surveys don’t tell you the whole story
- Things preventing organizations from being more effective with improving the employee experience
- Vicki shares insights and learnings from her new book, The Leadership Toolbox
Resources:
https://vickibrackett.com/
The Leadership Toolbox: 14 Strategies that Build a Chain Reaction of Success
Vicki’s Forbes Article
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Chad is talking with Sean Minter, Founder and CEO of AmplifAI Solutions, an Employee Development and Performance Management company. Sean’s company utilizes AI-based technology to leverage machine learning to improve performance results and service experience.
Chad and Sean discuss the current state of agent success in customer experience, and how to utilize data sets to replicate success and improve customer care across your entire team. Additionally, how data is evolving and how it may change expectations for your top performers.
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Sue Morris, Worldwide Customer Service Leader at Microsoft. Sue’s role at Microsoft has her overseeing over 11k Advocates that handle upwards of 46 Million customer service interactions each year. Since joining Microsoft, Sue has believed the company’s mission statement and the empowerment it brings to their employees is what consistently elevates their performance.
In this episode, Chad and Sue discuss:
- How the gig economy is positively impacting workflow within Microsoft
- Microsoft’s closed loop feedback system and how it improves both the customer and employee experience
- How Microsoft is looking to emulate the best practices of their most successful Customer Service Advocates
- Understanding the best opportunities to turn a regular customer into an avid fan of your brand
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Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Michelle Brigman, CX Director for 7-Eleven. Michelle shares her career experience revolving around customer feedback management system, making sense of the unique insights these tools provide and how this information can become invaluable in meeting your business goals around positive customer experience.
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Michael Jones, Senior Director of Custom Care for Home Depot. Home Depot has been one of the pioneers in Customer Experience leadership but have always adopted the approach of investing in resources for their associates so that they can serve customers more effectively.
In this episode, Chad and Michael discuss:
- How to leverage the value of contact centers to a broader organization
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Game changing approaches to the workforce management
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Delivering a best in class environment for our most valuable resource: our people
- Defining the Customer Experience model and ensuring that stakeholder buy in occurs…. Looking at the contact center beyond a cost center
- Showing and providing the ROI to have a ‘seat at the table’ in decision shaping and decision making
- Leveraging tools to lower Cost per Contact (Speech Analytics, Agent facing AI, real time training and coaching tools, etc.)
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Chad analyzing the findings of the most recent edition of the Best Practices Benchmark Report, as well as Highlights from this year’s CXMB Series Corporate Edition report.
In this episode, Chad delves into the topics of these reports, including:
- The biggest challenges companies struggle with most in its pursuit to provide an exceptional customer experience
- The one big change coming that organizations think will have the most positive impact on the customer experience
- Organizations’ successful past initiatives to create greater ease for customers navigating across channels
- The critical questions brands should be asking themselves
- Areas where leaders would like more education and development in CX
For a copy of the most recent Best Practices Benchmark Report please email Chad directly at Chad@ExecsInTheKnow.com
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Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast, Chad sits down with Linda Crawford, the CEO of Helpshift. Helpshift bridges the disconnect between conventional customer service channels like email andphone support and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication.
In this episode, Chad and Linda discuss:
- Outlook of automation trends in 2019
- Difficulties automation may face going forward
- The best place to start with integrating automation into your business
- How to best prepare for your customers many preferences in handling customer service issues
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A quick check in with Chad to review 2018 successes, plans for 2019, including our new online community, Know It All, and details about our National Leadership Forum, The Customer Response Leadership Summit, in New Orleans, February 4th-6th.
For more information on our Summit, please visit https://www.execsintheknow.com/
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Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Joseph Ansanelli, a Partner at Greylock and the CEO at Gladly, a company who is reinventing customer service to put people back at the heart of it. In this discussion Joseph shares insights on the challenges of creating a personalized customer experience, the future of PCE in CX and our need for action as CX Leaders.
In this episode, Chad and Joseph discuss:
- The problem with tickets and case numbers in the CX experience
- The explosion of messaging app support and consumer expectation
- How JetBlue is effectively leveraging Gladly to improve the CX experience for their consumers
- How to battle the Amazon effect with customer service
- Current trends in CX and their long term viability
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Mike Nessler, CEO of Argo Contact Centers, someone who understands the value of long-term customer relationships. Mike has a long track record of success in customer experience and brings some great perspective on a multitude of topics.
In this episode, Chad and Mike discuss:
- Designing your customer experience – including the functional groups and technology that you need to support the ideal customer experience.
- Putting the right impact metrics in place and clearly defining the metrics each group must manage to deliver on the end experience.
- Ensuring people are supported with the right technology to engage, teach, grow and enable their success.
- How thinking short term and layering technology can be one of the worst mistakes CX Leaders can make
- The secrets to integrated multiple CX technologies in the most effective ways possible.
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Rob Sutton, Senior Vice President of Customer Care for Vonage. Rob’s career has revolved around his ability to effectively utilize his technological knowledge with his passion for a positive customer experience. Rob has sent the last 10 years with Vonage and has a unique perspective on the current state of technology and it’s role in CX.
In this episode, Chad and Rob discuss:
- Current state of technology in CX, including the struggles and potential ways to improve
- What service leaders need to be doing to continue to improve the CX experience in regards to technology
-Understanding your customer and your customers’ needs
-Assessing the current state of talent in the Customer Experience world
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled State of the State Call Center Outsourcing 2019 features the Director of Global Vendor Performance for Hilton Hotels, John Billings. John has been in this industry for over 15 years and focuses on Reservations and Customer Care. With his extensive industry experience, John shares a wealth of knowledge during this conversation about the overall adoption and integration of outsourcing services in the customer experience.
In this episode, Chad and John discuss:
- trends and the change evolution of Call Center outsourcing
- how to determine when best to outsource talent versus investing in developing solutions in house
- how to align yourself with the right outsourcing partners
- concerns for the future of Call Center outsourcing and addressing potential issues
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled "How 21st Century Fox is creating a Digital First Support Organization” we speak with Michael Moore, the Executive Vice President of Customer Operations for 21st Century Fox. Michael is an experienced leader in Customer Operations and has been a leasing voice on CX over his last twenty years with big companies like Sirius XM and Time Warner.
In this episode, Chad and Michael discuss:
- Michael’s beginnings at large companies like Sirius XM while he lived on the east coast, and how it led him to his newest role with 21st Century Fox in LA.
- What 21st Century Fox is doing to gain a foothold in competitive world of digital streaming platforms.
- Benefits customers have come to expect from their digital streaming services and how it plays in to the general customer experience
- Challenges of customer adoption of a more recently established digital streaming service
- Michael’s words of wisdom on creating customer success within any organization
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our series this week, entitled “A CEO’s Perspective towards Customer Support Automation” focuses on Artificial Intelligence and it’s role in the Customer Experience space. Tom Lewis is the CEO of Smart Action, an Artificial Intelligence company in the customer service space. Tom was recently part of the “Leveraging AI to transform CX” panel in Seattle wherein many industry leaders in the AI space discussed trends, changes and the future of Artificial Intelligence in the CX space.
In this episode, Chad and Tom discuss:
- Pressing matters and needs of large companies and how AI can help solve
- Utilizing AIs to reduce redundancies within the CX process.
- How to determine where and when to invest and buy versus build
- How to best determine the ROI for your AI technology
- How best to approach data cleanliness and security
- What emerging technologies will be changing CX in the near future
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our series this week, entitled “A CEO’s Perspective towards Customer Support Automation” focuses on Artificial Intelligence and its role in the Customer Experience space. Antony is the co-founder and CEO of Directly, a San Francisco based company that implements AI and machine learning platforms into the CX services of large companies like Microsoft, LinkedIn, Pinterest, and Samsung.
In this episode, Chad and Antony discuss:
- The gig economy and everchanging landscape of a fluid workforce
- Continued evolution of AI and machine learning
- Digital workforce and the gig economy and how it can change the customer experience
- Why automation has faltered while AI has continued to trend upward
- Is the gig economy a trend?
- How to approach further implementing AI for your customer experience
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lorraine Schumacher started in humble beginnings in IT with Verizon and capitalized on the opportunity to turn her varied experience into the position of her dreams as the CEM Evangelist at Clarabridge.
In this episode, Chad and Lorraine discuss:
- Her thoughts on the current state of the Customer Experience industry.
- Advice on successful leaderships disciplines for the CX Industry
- Her career success in the CX Industry and what has compelled her to move constantly move forward
- Core competencies that are essential to succeed in this space
- Positive lessons learned from failures throughout her career
- Finding your discipline that aligns with you’re passionate about.
Books discussed in today’s conversation
Leadership Secrets of Attila the Hun – Wess Roberts, PhD
Chief Customer Officer 2.0 – Jeanne Bliss
The Ultimate Question 2.0 – Fred Reichheld with Rob Markey
The Effortless Experience – Matthew Dixon
Would You Do That to Your Mother? – Jeanne Bliss
Fearless Leader – Chris Baron
Ready to be a thought leader? – Denise Brosseau
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lisa Stoner is one of the top in the industry as the Global Head of Support Operations at Uber. She is currently responsible for Ubers’ solutions/contracts/workforce all over the world and she has had an amazing career over the last 20 years.
In this episode, Chad and Lisa discuss:
- How her start in a call center led to a 20 year career with Convergys led to her setting up operations in India and having a hand in the launch of the initial iPhone.
- Thought on leadership philosophies from a female perspective in CX Leader
- What attributes and strength have led her to ascend through the ranks throughout her career
- Expected shifts in technology trends in CX over the new few years
- How her customer service acumen has translated into community service work with children
- Advice on how to continue to grow and succeed in CX Leadership
Books discussed in today’s conversation
End of your Life Book Club – Will Schwalbe
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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership. Razia Richter has been an integral member of leadership for Customer Experience teams for large organizations and has since founded her own consulting firm, Retailpivot Consulting, focusing exclusively on CX. She is also the Co-Founder and Managing Partner of CXActivate.
In this episode, Chad and Razia discuss:
- How her 26 years with Petco set up the driving passions of her career, culminating in Chief Customer Officer
- The start of the Chief Customer officer/integration into her company
- Competencies that CX Leaders need to get started and stay involved
- Benefits of Accelerated implementation methodology and Agile Project Management methods
- The Differences between Leaders and Managers
- How to implement changes in large organizations based on customer experience
Books discussed in today’s conversation|
The Ultimate Question 2.0 – Fred Reicheld and Rob Markey
Chief Customer officer 2.0 – Jeanne Bliss
Outside In – Harley Manning and Carey Bodine
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Welcome to the first episode of Customer Driven with Chad McDaniel! Our first few episodes are focused on Women in CX Leadership and our first guest, Crystal Collier, Head of Strategy, Program and Insights at EA Games, is a wonderful example of forward-thinking leadership in this industry. Her 20-year career has been devoted to transforming the Customer Experience by improving the interaction between employees and customers in a variety of industries and she shares those insights today.
In this episode, Chad and Crystal discuss:
- What customer experience leaders need to be considering when leveraging technology
- Her initial inspiration to get involved in the customer experience world
- The important of listening and communication from different perspectives
- The important of self-reflecting on our behavior and missteps
- Advice to people starting off or looking to advance in CX Leadership
Books discussed in today’s conversation
Better - Atul Gawande
Complications - Atul Gawande
Checklist Manifesto - Atul Gawande
The Power of Habit - Charles Duhigg
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