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!

Customer Driven with Chad McDaniel

How Process Analytics is Transforming the Future of CX and Operations Work

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 Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify or watch the video podcast on Youtube.

The Current Landscape of AI-Powered CX

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/  Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!  

Making Meaningful Differences in Dramatically Changing Times with Jyllene Miller from Concentrix

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/ Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq

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" Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

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 Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify! 

Trends for Call Center Agent Staffing

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.  Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy

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 Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Why Should I Care – How Blockchain is going to change the future of Customer Service Support

 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   Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett

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.     Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!   

Streamlining Agent Experience to Elevate Customer Experience with Sean Minter, Founder and CEO of AmplifAI Solutions

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   Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Fan Creators – Driving Customer Service As A Differentiator

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.     Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

How to Drive Internal Engagement and Interaction Models with Meaningful Results

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 Game changing approaches to the workforce management 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.)     Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

How to Drive Emotional Connection in an Effortless Customer Experience

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 Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify! 

Corporate Insights – Understanding Corporate Strategies and Best Practices Benchmark Report

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 Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Imminent Impact of Automation on Customer Service, with Linda Crawford, CEO of Helpshift

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.

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Customer Driven with Chad McDaniel

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