CX on Point with Miguel Ramos: Recent Episodes
CX on Point Podcast
Customer Experience has proven to be the key to success and growth for any organization. No one understands this better than Miguel Ramos and his team. The CX on Point podcast will bring you cutting-edge methods and trends in the Customer Experience. In addition, we will be interviewing industry leaders who are shaping the future of Customer Experience in healthcare, financial services, government, travel/hospitality, and the logistics sector.
In this episode of CX on Point podcast, Kenneth Epstein explores the revolution underway in sourcing with procurement and business operations leader Timothy Cronin.
On this week's CX on Point, Precision Point Luminaries Ken Epstein and David Epstein speak with CX Expert Brian Brueckman on the power of partnerships, finding the right sourcing solutions, and cultivating a buyer-centric approach.
Tune in to this week's episode of CX on Point, when Ken Epstein from Precision Point speaks with Troy Belden, the Chief Operating and Chief Technology Officer at CareTalk Health, a trailblazer in Clinical Process Outsourcing. Discover the future beyond telehealth and explore the booming world of virtual healthcare. Don't miss this captivating conversation about the next big innovations in healthcare!
On this episode of CX on Point, Precision Point Luminaries Ken Epstein and David Epstein speak with CX Expert Brian Brueckman on the power of partnerships, finding the right sourcing solutions, and cultivating a buyer-centric approach.Tune in now!
In the 2nd part of our conversation, we're thrilled to welcome back Alan Wheatley, a true healthcare CX visionary. As a former executive at Humana, Alan oversaw their Medicare and Medicaid business, making him a leader in this industry.Alan joins us in a dynamic conversation with Ken Epstein, a partner at Precision Point Partners. Tune in for an engaging episode filled with expert analysis and fresh insights into the healthcare industry.
Join us for an inspiring episode of the CX on Point podcast, featuring bestselling author, speaker, and leadership expert Kyle McDowell.
Hosted by Ken Epstein, this week's episode dives into the wisdom behind Kyle's acclaimed book, "Begin with We: 10 Principles for Building and Sustaining a Culture of Excellence."
Discover Kyle's powerful insights on leading with purpose and the crucial role of fostering a positive corporate culture. This motivational-packed conversation will leave you with actionable strategies to create a leadership legacy you can be proud of.
Don't miss out on this opportunity to learn from one of the best in the business! Hit that play button and elevate your #cx #leadership game!
Welcome back to CX OnPoint with Precision Point Partners! In this episode, we're thrilled to welcome Alan Wheatley, a true healthcare CX visionary. As a former executive at Humana, Alan oversaw their Medicare and Medicaid business, making him a leader in this industry.
Alan joins us in a dynamic conversation with Ken Epstein, a partner at Precision Point Partners. Tune in for an engaging episode filled with expert analysis and fresh insights into the healthcare industry.
Don't miss it!
We are excited to announce Vicki Brackett as our special guest on the CX on Point podcast with Miguel Ramos, Episode 19. Vicki shares her insights on Work at Home trends in the Contact Center. This topic is near and dear to Vicki, Miguel, and the entire P3 team. Be sure to listen for the part about Virtual Shock.
Finding and retaining contact center staff is a huge challenge. On episode 18 of CX on Point with Miguel Ramos, join Miguel and Alicia Laszewski as they welcome Kate Brouse, the Strategic Partnership Manager from NTI - The National Telecommuting Institute. Kate shares how NTI is a mission to help people with disabilities find remote contact center jobs and how contact centers can partner with NTI to staff their centers with these eager-to-work employees.
Miguel Ramos welcomes Mark Nolan to the CX on Point podcast for a robust discuss regarding Vendor vs. Partnership Management: How to Make the Most of Your Partner Relationships!
Part 2
CX on Point and Miguel Ramos welcomes Ed Arcinue for a fascinating discussion about the future of AI in the contact center. Will AI replace human agents? Tune in to find out.
CX on Point and Miguel Ramos welcomes Ed Arcinue for a fascinating discussion about the future of AI in the contact center. Will AI replace human agents? Tune in to find out.
Kyle McDowell is back on the CX on Point podcast for part two of his interview with our host Miguel Ramos. In this episode, Kyle will be sharing insights on how the 10 Principles for Building and Sustaining a Culture of Excellence came to be. He discusses how these principles can help organizations break down silos and challenge sacred cows. In addition, he provides practical tips on how leaders can create a culture of excellence in their own organizations. This is a must-listen episode for anyone who is interested in creating a high-performing organization.
As promised, Kyle McDowell, author of Begin with WE joined Miguel Ramos on the CX on Point podcast. Kyle shared insights on how the 10 Principles for Building and Sustaining a Culture of Excellence came to be. We are thrilled to invite you to tune in for part one of this two-part discussion.
Company culture has never been more critical in the workplace. Alicia Laszewski and Gio Fernandez discuss the Importance of Culture in the Contact Center in this episode of CX on Point.
Host: Alicia Laszewski
Guest: Giovanni Fernandez
Digitized Role-Play: In this CX on Point with Miguel Ramos episode, Dan McCann, Founder & CEO of symtrain shares how symtraining is revolutionizing the way frontline teams are onboarded, trained, and coached.
Please join us for the next CX on Point podcast where special guest Giovanni Fernandez, along with Miguel Ramos and Alicia Laszewski discuss, The Importance of Culture in the Contact Center. As for the description of the podcast, I would say: Company Culture plays a vital role in the ongoing battle for retaining and attracting CX talent.
Join us as Miguel Ramos speaks with Giovanni Fernandez about what trends are starting to happen in the travel industry.
The innovative thinking coming out of South Africa's Digital Tribe is nothing short of amazing. On this episode of CX on Point, Kobus Van Der Westhuizen and Ken Epstein discuss the future of contact center automation and digital transformation as a whole!
While Miguel was traveling to visit clients, P3 leaders Rick Ferry and Ken Epstein sat down to talk about trends in the contact center and some culture-building tactics that should never be replaced by technology.
On this week's CX on Point podcast, Miguel Ramos and Cecillia Braggiotti, Senior VP of Growth and Healthcare at Afiniti, discuss AI for Healthcare Contact Centers.
Have you cracked the code on transitioning quickly? On this week’s CX on point podcast, Miguel Ramos interviews Chris Eisdorfer, Owner & President at ECE Consulting Group. Chris shares unique insights on how transitioning to remote work in the Philippines worked differently and successfully; as well as many other innovative contact center solutions.
Host: Alicia Laszewski
Guest: Miguel Ramos, Chris Eisdorfer
Are travel companies ready for the rebound? Find out what our guest, Brad Beakley of Hospitio, has to say about travel contact centers and the state of the industry overall!
Do you know what automation can do for your organization? On this week’s CX on point podcast, Alicia Laszewski and Miguel Ramos interview Todd Foley from Lydonia Technology to explore the topic of RPA – Robotic Processes & Automation and learn about the value of employing an automation strategy.
Host: Miguel Ramos & Alicia Laszewski
Guest: Todd Foley
Have you thought about off-loading labor-intensive tasks off the plates of your key players? This week on CX on point Miguel resumes his conversation with Matt Curtin from Pivot Point Consulting Group regarding Managed Services and Staff Augmentation – Part Two.
Host: Miguel Ramos
Guest Matt Curtin
What is the impact of change on an organization? We have all heard the word “Pivot” many times over the last year, but what is the ripple effect? This week CX on point welcomes Matt Curtin from Pivot Point Consulting group. Matt and Miguel will discuss the value strategic change can have on employees, customers, and an organization as a whole.
Host: Miguel Ramos
Guest: Matt Curtin
Coaching is one of the most critical components of any contact center, particularly during the pandemic. Miguel and Sean Minter, CEO of AmplifAI share fantastic insights on coaching and the impact on agent performance.
We are very excited to announce the inaugural episode of CX on Point with Miguel Ramos!