Science of CX

Craig Tucker is the visionary behind Vern AI, the cutting-edge Virtual Emotion Resource Network. Holding a BA and MA from Michigan State University and having pursued a PhD for three years, Craig has an extensive academic background in the field. A lifelong resident of Michigan, Craig has harnessed his expertise to focus on developing advanced emotion recognition systems. Under his leadership, Vern AI has emerged as a pioneer in understanding and interpreting human emotions in various forms of communication, including audio, text, and soon, facial recognition. Craig's innovative approach bridges the gap left by traditional sentiment analysis, offering a nuanced understanding of customer emotions in real-time. His work with Vern AI is transforming the landscape of customer service, sales, and beyond by enabling more empathetic and effective interactions. Whether through analyzing emails, phone calls, or chatbot interactions, Craig's contributions are setting new standards for emotional intelligence in technology. Key Takeaways 1. Vision for Vern AI: Craig Tucker aims to create a comprehensive emotion recognition system that analyzes various forms of communication, including text, audio, and facial expressions, to better understand and respond to customer emotions. 2. Unique Approach: Unlike traditional sentiment analysis, Vern AI focuses on the nuances of human emotions, providing a deeper and more accurate understanding of customer interactions. 3. Applications and Impact: Vern AI's technology is set to revolutionize customer service and sales by enabling more empathetic and effective interactions, leading to improved customer satisfaction and business outcomes. 4. Future Goals: Craig envisions expanding Vern AI's capabilities and applications, continually advancing the technology to stay at the forefront of emotion recognition and artificial intelligence. Timestamps [00:05:47] Craig discusses the unique approach of Vern AI in emotion recognition, focusing on understanding nuances beyond traditional sentiment analysis. [00:10:22] The importance of analyzing various forms of communication—text, audio, and facial expressions—to achieve a comprehensive understanding of customer emotions. [00:15:30] Applications of Vern AI in customer service and sales, emphasizing its potential to enhance empathetic and effective interactions. [00:20:45] How AI can improve customer satisfaction and business outcomes by enabling better emotional understanding. [00:25:18] Future goals for Vern AI, including expanding its capabilities and staying at the forefront of emotion recognition technology. Quotes. 1. "Understanding customer emotions isn't just about data; it's about truly listening and connecting on a human level." 2. "Empathy in business is powerful. When you recognize and respond to emotions, you transform customer interactions from transactions to relationships." 3. "Our goal with Vern AI is to bridge the gap between technology and human emotion, creating experiences that are not only efficient but also deeply personal." 4. "The future of customer service lies in emotional intelligence. By harnessing the power of emotion recognition, we can foster trust and loyalty in ways we've never seen before." Connect with Craig LinkedIn - https://www.linkedin.com/in/craigmtucker X - https://x.com/CraigMTucker Website - https://thinc.technology/ , https://vernai.com/

Daniel Tribby is a dynamic leader and entrepreneur who has made a significant impact in the realm of private healthcare. With a deep understanding of the challenges healthcare providers face, Daniel authored a comprehensive guide aimed at helping providers shift their thinking and enhance their business acumen. His journey into business development was self-taught through workshops, coaching, and an avid habit of reading 2 to 3 books a month. As the founder of a thriving practice in Orlando, Daniel discovered that while many healthcare professionals excel in patient care, they often lack the skills necessary to run a successful business. This realization led him to write his book, providing a much-needed resource for healthcare entrepreneurs. The book covers essential topics such as branding, marketing, sales processes, customer service, and financial management, all tailored specifically to the healthcare industry. Daniel's approach is grounded in his own experience of building a practice from the ground up. He is passionate about teaching others how to create sustainable businesses that not only survive but thrive in a competitive market. His expertise extends to innovative treatments like stem cell therapy, where he champions the use of the body’s natural healing abilities to avoid overprescribed medications and unnecessary surgeries. Through his website, Daniel offers consultation services, providing healthcare providers with the tools and strategies they need to succeed. His mission is to empower providers to develop both their clinical skills and business acumen, ensuring they can deliver exceptional care while also running a profitable practice. Key Takeaways 1. Healthcare Providers Need Business Skills: Many healthcare professionals lack formal training in business development, leading to challenges in running a successful practice. Daniel emphasizes the importance of acquiring entrepreneurial skills to complement clinical expertise. 2. Effective Marketing Requires Empathy: Traditional healthcare marketing often focuses on credentials and accolades rather than addressing patient needs. Daniel advocates for a shift towards empathetic marketing that resonates with patients on an emotional level. 3. Invest in Professional Development: Whether through hiring experts or self-education, investing in professional development is crucial for healthcare providers looking to succeed as entrepreneurs. Daniel encourages practitioners to prioritize learning and growth to navigate the complexities of running a business effectively. Timestamps [00:21:53] Daniel Tribby discusses the lack of business development education in healthcare and the necessity for providers to learn foundational business skills. [00:24:31] The conversation shifts to marketing in healthcare, highlighting the importance of empathetic messaging and the pitfalls of focusing solely on credentials and accolades. [00:29:12] Daniel outlines two approaches for healthcare providers to embrace entrepreneurship: hiring experts to manage the business side or committing to learning and implementing business skills themselves. [00:33:39] Explaining stem cell therapy, Daniel emphasizes its potential as a revolutionary approach to orthopedic medicine, offering natural healing solutions for conditions like back pain and rotator cuff tears. Quotes 1. "Just hanging my letters on a door won't bring patients; it's not how it works anymore." 2. "To succeed in healthcare, you must work on and in your business." 3. "Stop unnecessary surgeries and treatments; focus on healing from within." 4. "Address the root cause of ailments for true healing." Connect with Daniel LinkedIn - https://www.linkedin.com/in/iamdanieltribby/ Website - https://www.danieltribbyofficial.com/

Amy Brown is the founder and CEO of Authenticx, a groundbreaking software platform that revolutionizes healthcare by analyzing and activating patients' voices at scale. With a career spanning decades in the healthcare industry, Amy has been a tireless advocate for underserved populations and a leader in expanding healthcare coverage to thousands of Indiana residents. Amy's journey in healthcare began with managing a contact center, where she witnessed firsthand the untapped potential of customer interactions as a source of valuable insights. Her experience managing the workforce taking in millions of conversations led her to found Authenticx in 2018. Her mission with Authenticx is clear: to bring the authentic voice of the patient into the boardroom and drive positive healthcare outcomes. Under Amy's leadership, Authenticx has evolved from manual analysis to developing AI models that enable near-real-time analysis of customer interactions. This innovation allows healthcare organizations to identify transformational opportunities and make data-driven decisions to improve patient experiences. Amy's dedication to leveraging technology for the betterment of healthcare has made Authenticx a pioneering force in the industry. Her vision extends beyond individual interactions to address systemic inefficiencies in processes and technology decisions, ultimately leading to improved clinical outcomes and enhanced patient satisfaction. Key Takeaways 1. Authenticx's Mission: Authenticx is dedicated to bringing the authentic voice of the patient into healthcare decision-making processes, leveraging AI-driven analytics to drive positive outcomes. 2. Real-Time Insights: The platform provides near-real-time analysis of customer interactions, empowering organizations to identify trends, issues, and opportunities for improvement as they happen. 3. Cross-Functional Impact: Authenticx's data visualizations and voice clips enable leaders across different functional areas to access actionable insights, leading to informed decisions and proactive improvements. 4. Automation for Efficiency: Authenticx's AI-driven analytics automate tasks, freeing up human resources to focus on activating data insights and addressing systemic inefficiencies in healthcare processes and technology. Timestamps [00:03:11] Amy Brown discusses her inspiration behind Authenticx and the wealth of untapped data in customer interactions within the healthcare industry. [00:06:32] Amy explains Authenticx's approach to listening at scale, focusing on near-real-time analysis of customer interactions to provide immediate feedback to agents post-interaction. [00:10:19] The conversation shifts to discussing how Authenticx combines data visualizations and literal voice clips of customer feedback to empower leaders across functional areas to make informed decisions based on customer insights. [00:13:36] Amy emphasizes the importance of using data to improve processes and technology decisions, not just individual interactions, and how Authenticx's AI-driven analytics can automate tasks to free up human resources for activation of data insights. [00:27:17] Steve Pappas wraps up the episode, thanking Amy Brown for sharing insights into Authenticx's approach and encouraging listeners to visit Authenticx's website for more information. Quotes 1. "Listening at scale means accessing 100% of conversation data for actionable insights across the organization." 2. "Conversation data provides valuable insights for everyone, from the CX suite to the board." 3. "Unsolicited feedback is often the most reliable and can drive meaningful improvements." 4. "Using technology for ongoing listening helps businesses be proactive and responsive to customer needs." Connect with Amy LinkedIn - https://www.linkedin.com/in/amy-brown-84821210/ Website - https://authenticx.com/

Margie Oleson is a renowned expert in team performance and organizational dynamics, specializing in helping teams achieve high levels of productivity and growth. With a background in psychology and organizational development, Margie brings a unique blend of expertise in human behavior and business strategy. Throughout her career, Margie has worked with numerous organizations across various industries, guiding them to optimize their teams' potential and create a culture of excellence. Her approach emphasizes the importance of open communication, cross-functional alignment, and continuous learning to drive organizational success. Margie is the founder of Olsen Consulting, a firm dedicated to helping teams and leaders unlock their full potential. She is also the creator of the Top Team Accelerator program, offering assessments and strategies to enhance team performance. As a thought leader in team dynamics, Margie regularly shares her insights through speaking engagements, workshops, and online resources. She is passionate about empowering teams to thrive in today's dynamic and competitive business environment. Key Takeaways 1. Optimize Meetings: Break out strategy and tactics in meetings, ensuring the right people are present and focusing discussions on the appropriate level of decision-making. 2. Cross-Functional Alignment: Foster open communication and cross-functional alignment to drive organizational success and leverage the collective expertise of diverse teams. 3. High-Performance Culture: Cultivate a high-performance culture by implementing systems and processes that promote productivity, growth, and continuous learning within teams. 4. Strategic Approach: Take a strategic approach to team development, including regular assessments, clear goal-setting, and ongoing refinement of meeting structures and processes. Timestamps [00:29:51] The importance of productivity, growth, and cross-functional alignment within organizations. [00:31:05] Margie Oleson invites listeners to visit top teamaccelerator.com for a free team assessment and actionable recommendations. [00:32:30] The challenges and inefficiencies of traditional meetings, emphasizing the need for strategic separation of tactics and strategies. [00:35:24] Key strategies for conducting effective meetings, including agenda-setting, decision documentation, and follow-up actions. [00:38:22] Margie Oleson and Steve Pappas discuss the impact of scheduled meetings and the importance of face-to-face interactions for fostering creativity and innovation. [00:41:44] the financial implications of inefficient meetings and the need for organizations to quantify and address meeting-related costs. Quotes 1. "Our bodies and brains thrive on growth and productivity, so setting up systems that work for us can lead to incredible progress." - Margie Oleson 2. "Break out strategy and tactics in meetings, focusing on high performance and ensuring the right people are present for effective discussions." - Margie Oleson 3. "Document decisions, questions, and actions in meetings to ensure clarity and prevent missed opportunities." - Margie Oleson 4. "Face-to-face interactions foster energetic exchanges and spur creativity and innovation that virtual meetings may lack." - Margie Oleson Connect with Margie LinkedIn - https://www.linkedin.com/in/margieoleson/ Website - https://www.oleson-consulting.com/ Mail - margie@oleson-consulting.com

Chris Wood is a seasoned expert in customer experience (CX) transformation, with a focus on leveraging technology to enhance human connections and empathy in customer interactions. With a career spanning over two decades, Chris has been at the forefront of helping organizations, from Fortune 100 companies to non-profits, navigate the evolving landscape of customer engagement. As the author of "Customer Transformation" and "Customer Transformation for Nonprofits," Chris has articulated a comprehensive framework for achieving CX excellence, emphasizing the prioritization of customer needs and emotions. Chris is a sought-after speaker and consultant, known for his dynamic presentations and practical insights into building customer-centric cultures. He is dedicated to helping businesses harness the power of data, technology, and human empathy to drive meaningful customer experiences and sustainable growth. In addition to his writing and speaking engagements, Chris actively engages with organizations to develop tailored strategies that align with their unique customer experience goals. Through his website and social media channels, Chris continues to share his expertise and connect with professionals seeking to elevate their CX initiatives. Key takeaways 1. Prioritize the Customer Experience: Organizations should adopt an "outside-in" perspective, starting with understanding the customer's needs and emotions before formulating business strategies. 2. Embrace Human-Centric Technology: While technology like AI can enhance efficiency, it should not replace human connections. Businesses should leverage technology to augment, not replace, empathetic interactions with customers. 3. Utilize Data and Feedback: Analyze customer data, feedback, and sentiment to understand what is working and what needs improvement. This includes engaging with employees, monitoring social media, and gathering insights from competitors. 4. Continuous Improvement: Customer experience transformation is an ongoing process. Businesses must continuously reassess their strategies, adapt to changing customer needs, and prioritize the development of a customer-centric culture. Timestamps [00:23:20] Chris Wood challenges the underinvestment in customer support and emphasizes the importance of human connections over technology in business success. [00:28:39] The evolution of emotion detection technology and its potential to revolutionize customer experience by providing real-time insights into customer sentiments. [00:30:37] The limitations of current chatbot technology and the need for AI to detect customer emotions and frustrations beyond just text responses. [00:34:35] The conversation shifts to developing a sound strategy for digital customer transformation. [00:37:41] Chris Wood introduces the concept of the "outside-in" perspective for business strategy. [00:41:42] Encouraging listeners to consider their own business strategies in light of the outside-in perspective and to prioritize the customer experience in their decision-making. Quotes 1. "Your underinvestment in support and your desire to replace human connections with technology is your downfall, nothing else." - Chris Wood 2. "Focus on the intelligence aspect rather than simplistic if-then approaches." - Chris Wood 3. "Look beyond surveys, involve customers in discussions, monitor social media, and analyze competitor actions." - Chris Wood 4. "Start with the customer and work your way to the business." - Chris Wood Connect with Chris LinkedIn - https://www.linkedin.com/in/chrishood/ Website - https://chrishood.com/ Twitter - https://twitter.com/chrishood1

Swire Ho is a seasoned expert in promotional marketing and customer experience strategies, known for his innovative approaches to enhancing brand visibility and engagement. With a deep understanding of trade show dynamics and social media integration, Swire specializes in helping companies leverage promotional items to maximize their marketing impact. As the founder of Garuda Promo & Branding Solutions, Swire has built a reputation for delivering customized promotional solutions tailored to each client's unique objectives and target audience. He believes in the power of promotional products not only as tangible brand assets but also as tools for creating memorable customer experiences. With a commitment to staying ahead of industry trends, Swire stays informed about the latest developments in promotional marketing and customer experience technology. He actively shares his expertise through consultations, speaking engagements, and networking opportunities. Swire is a firm advocate for the value of customer experience in driving business growth and fosters long-term relationships with his clients by providing attentive service and innovative solutions. His goal is to help businesses build strong brand identities and cultivate loyal customer bases through strategic promotional initiatives. Key Takeaways 1. Integration of Social Media: Utilize social media platforms to extend the reach of promotional efforts, encouraging recipients to share their experiences and engage with the brand online. 2. Customization and Brand Alignment: Select promotional items that align with the brand's identity and values, ensuring that they resonate with the target audience and contribute to a cohesive brand image. 3. Strategic Gift Giving: Approach promotional gifting strategically, considering the recipient's preferences and needs, as well as the potential for long-term engagement and brand advocacy. 4. Focus on Customer Experience: Prioritize the customer experience throughout the promotional journey, from pre-event engagement to post-event follow-up, to foster positive impressions and lasting relationships. Timestamps [00:19:19] Swire discusses the potential of integrating social media strategies with promotional efforts to enhance engagement and reach. [00:20:48] Steve and Swire explore the idea of turning recipients of promotional items into social media influencers to amplify brand exposure and reach a wider audience. [00:27:13] Swire emphasizes the importance of aligning promotional products with brand values and missions to create meaningful connections with recipients. [00:32:21] The discussion shifts to the significance of understanding ideal client profiles and personas to tailor promotional efforts effectively. [00:35:08] Steve and Swire discuss the value of sending strategic promotional items to customers prior to their go-live or onboarding, fostering engagement and advocacy within organizations. [00:41:38] Steve wraps up the episode, summarizing key insights and encouraging listeners to subscribe, rate, and review the podcast. Quotes 1. "Forget the word swag; focus on what people want to receive that reflects your brand." 2. "Promotional products serve as silent ambassadors for your brand, speaking volumes about your mission." 3. "Incorporating your technology seamlessly into users' workflows prompts them to spread positive word-of-mouth about your product." 4. "Understanding your target audience's demographics and preferences helps tailor promotional products to create a personalized brand experience." Connect with Swire LinkedIn - https://www.linkedin.com/in/swire-ho-thepromoguy-6b90631/ Website - https://www.garudapromo.com/ X - https://twitter.com/garuda_swire?lang=en

Tina Lopez is a seasoned solopreneur and digital content creator known for her innovative approach to building successful online businesses. With a background in coaching and a passion for helping others achieve their entrepreneurial dreams, Tina has become a trusted voice in the digital marketing space. Throughout her career, Tina has honed her expertise in collaboration strategies and email marketing, developing a simple yet highly effective sales system that has enabled her to scale her businesses rapidly. She emphasizes the importance of aligning business goals with personal values and lifestyle preferences, advocating for a holistic approach to entrepreneurship that prioritizes balance and sustainability. As the creator of the Daily Content Generator, Tina has revolutionized content creation processes, empowering entrepreneurs to automate their content workflows and maximize their online presence across multiple platforms. In addition to her entrepreneurial endeavors, Tina is a passionate advocate for community building and knowledge sharing. She actively engages with online communities, including Letter Growth, Facebook groups, and Reddit groups, to foster collaboration opportunities and exchange valuable insights with like-minded professionals. Through her podcast appearances, speaking engagements, and educational resources, Tina continues to inspire and empower aspiring solopreneurs to pursue their passions, achieve their goals, and create thriving online businesses that align with their values and lifestyle aspirations. Key Takeaways 1. Simplified Sales System: Tina Lopez emphasizes the effectiveness of a simplified sales system focused on collaborations and email marketing, highlighting the importance of storytelling and engaging content in driving sales. 2. Community Engagement: Leveraging online communities such as Letter Growth, Facebook groups, and Reddit groups can be highly beneficial for finding collaboration opportunities and building a network of like-minded professionals. 3. Automation and Systems: Implementing automation tools and systems can significantly streamline content creation processes. 4. Alignment with Lifestyle Goals: Prioritizing lifestyle preferences and personal values when setting business goals is essential for achieving sustainable success as a solopreneur. Timestamps [00:13:49] Tina Lopez discusses the importance of collaborations and email marketing in creating a simplified sales system, emphasizing the value of storytelling and engaging content. [00:20:15] Planning goals in advance, leveraging discounts during holiday seasons, and front-loading goals in the first quarter are strategies Tina recommends for effective goal setting and achievement. [00:22:24] Tina introduces the Daily Content Generator, an automation tool for repurposing content across various platforms, emphasizing the importance of leveraging systems to save time and prevent burnout. [00:25:36] While discussing content creation, Tina emphasizes the importance of building an email list as the primary revenue-generating tool and shares strategies for converting content consumers into email subscribers. [00:29:19] Tina provides insights into validating business ideas, including identifying pain points, polling potential customers for pricing preferences, and pre-selling products to gauge interest and generate revenue. Quotes 1. "Leverage systems to streamline tasks and free up time for what truly matters." - Tina Lopez 2. "Build a business that aligns with your lifestyle non-negotiables." - Tina Lopez 3. "Set ambitious goals to drive your success." - Tina Lopez 4. "Focus on growing your email list to drive revenue." - Tina Lopez Connect with Tina Blog - https://lifewithtina.medium.com/ Twitter: https://twitter.com/lessonswithtina Instagram: https://instagram.com/tinalopezcoaching

Sara Caldwell is the Global Head of Customer Success and Experience at Dovetail, where she brings a wealth of experience in customer service, gleaned from her tenure at Asana, Reforge, and Neverwhere. With a passion for nurturing young talent, Sara volunteers at universities and Breakthrough Consortium, empowering underrepresented students on their journey to college. An advocate for female representation, Sara often speaks at events about women in tech and customer service, highlighting how women can amplify the customer's voice and ensure a delightful user experience tailored to diverse business needs. With her diverse background and multifaceted approach, Sara champions the importance of customer-centricity, aiming to bridge the gap between customer insights and product development. Through her work, she strives to enhance the quality of every interaction and decision, fostering business growth and customer satisfaction. Key Takeaways 1. Customer-Centricity is Key: Sara emphasizes the importance of understanding the customer's perspective at every touchpoint in the business, from initial interaction to retention, to drive business success. 2. Democratization of Research: There's a shift towards involving everyone in the organization in customer research, blurring the lines between formal research teams and informal customer conversations, leading to a more collaborative approach to understanding customer needs. 3. Early Integration of Research in Decision-Making: Incorporating customer research early in the product development process helps avoid costly mistakes. 4. Centralized Data for Informed Decision-Making: Utilizing tools like Dovetail enables companies to consolidate customer data into a centralized repository, facilitating data-driven decision-making and streamlining research processes for more efficient outcomes. 5. Continuous Learning and Adaptation: Building a culture of continuous learning and adaptation based on customer feedback is crucial for staying agile and responsive to evolving customer needs. Timestamps [00:06:12] Sara shares insights on the shifting landscape of customer research, emphasizing the democratization of research processes and the importance of involving all stakeholders in understanding customer needs. [00:12:45] The early integration of customer research in product development, highlighting its role in mitigating risks down the line. [00:18:20] Sara discusses the significance of centralized data platforms like Dovetail in streamlining research processes and enabling data-driven decision-making across organizations. [00:25:03] The conversation concludes with Sara underscoring the importance of fostering a culture of continuous learning and adaptation based on customer feedback to drive business growth and enhance customer satisfaction. Quotes 1. "Customer research is about fostering empathy and understanding to drive meaningful business outcomes." 2. "Early incorporation of customer feedback guides you towards creating resonant solutions." 3. "Embrace diverse perspectives within your organization for innovative customer insights." 4. "Continuous learning from customer feedback is crucial for sustainable business growth." Connect with Sara LinkedIn - https://www.linkedin.com/in/saramcaldwell/ Website - https://dovetail.com/ X - https://twitter.com/hidovetail/

Kristin Zhivago is a seasoned business consultant, author, and thought leader specializing in customer-centric marketing strategies and revenue growth. Kristin is best known for her expertise in understanding and mapping the customer's buying process, helping businesses align their sales and service strategies with the evolving needs and expectations of their customers. She is the author of the acclaimed book "Roadmap to Revenue: How to Sell the Way Your Customers Want to Buy," which provides actionable insights and practical guidance for businesses aiming to improve their sales processes and maximize revenue. Throughout her career, Kristin has worked with companies of all sizes, from startups to Fortune 500 corporations, across various industries. Her approach emphasizes the importance of authentic customer engagement, transparency, and continuous improvement to deliver exceptional customer experiences and drive long-term success. In addition to her consulting work and writing, Kristin is a sought-after speaker and podcast guest, sharing her expertise and insights on customer-centric marketing, sales optimization, and revenue growth strategies. She is dedicated to helping businesses thrive in today's competitive landscape by putting the customer at the center of their operations and decision-making. Key Takeaways 1. Customer-Centric Approach: Emphasizing the importance of understanding and aligning with the customer's needs and preferences throughout the buying process. 2. Sales Training Transformation: Highlighting the need for sales training that prioritizes active listening and addressing specific customer questions rather than rigidly following a scripted sales pitch. 3. Empowering Customer Service: Recognizing the value of empowering customer service teams to focus on satisfying customer needs rather than solely on making sales, leading to increased customer satisfaction and revenue growth. 4. Continuous Improvement: Advocating for a culture of continuous improvement, where businesses regularly assess and adapt their strategies to better meet customer expectations and drive long-term success. Timestamps [00:17:46] The challenges salespeople face when they prioritize selling over listening to customer needs, highlighting the impact of readily available information on customer behavior. [00:23:12] The pitfalls of outsourcing and the importance of maintaining quality and cultural understanding, illustrated by an example of offshore content creation leading to subpar results due to cultural differences. [00:25:44] The prevalence of meaningless marketing content and the need for authenticity and relevance in customer communications, emphasizing the importance of addressing customer needs rather than relying on generic messaging. [00:28:59] Levels of scrutiny applied to purchasing decisions and the necessity for businesses to anticipate and address customer questions at each stage of the buying process. [00:33:39] The importance of gathering the customer's truth through open and objective conversations to inform business strategies and ensure alignment with customer needs, advocating for a customer-centric approach to drive success. Quotes 1. "Your customers are eager to tell you their truth, and talking to just 5 to 7 of them reveals clear patterns." 2. "We're not selling to make friends; we're just trying to get something in our hands that will work." 3. "You don't have to hire me; I wrote the book so people could do it themselves." Connect with Kristin LinkedIn - https://www.linkedin.com/in/kristinzhivago/ Website - https://www.zhivagopartners.com/ X - https://twitter.com/KristinZhivago

Greg DeVore is a seasoned expert in the field of knowledge transfer and customer experience. As the co-founder of ScreenSteps, a company dedicated to revolutionizing the way organizations share knowledge, Greg brings a wealth of experience and insights to the table. With a background deeply rooted in understanding the intricacies of contact centers and customer support, Greg has played a pivotal role in developing the "Find and Follow" methodology. This innovative approach focuses on systematizing processes and leveraging AI to bridge the gap between knowledge acquisition and application, particularly in the onboarding and launch processes. Passionate about the intersection of AI and knowledge management, Greg emphasizes the importance of a single source of truth for AI systems to be effective. He sheds light on how AI, when supported by a robust knowledge base, can significantly enhance operational efficiency, especially in contact centers. As a thought leader in the industry, Greg DeVore regularly shares his insights on LinkedIn, providing anecdotes, stories, and concepts around the "Find and Follow" framework and the broader landscape of knowledge transfer. Connect with Greg DeVore on LinkedIn to stay updated on his latest thoughts and contributions to the evolving field of knowledge management and customer experience. Key Takeaways 1. Knowledge Transfer Revolution: Greg DeVore discusses the transformative impact of the "Find and Follow" methodology, emphasizing the need to systematize processes and leverage AI in knowledge transfer. 2. AI's Role in Knowledge Management: Greg highlights the significance of having a single source of truth for AI systems to function effectively. While AI chatbots have the potential to excel, their success is heavily dependent on the quality and clarity of the underlying knowledge. 3. Behavior and Culture in Knowledge Ops: Greg introduces the Knowledge Ops Maturity Model, encouraging organizations to assess their knowledge transfer efficiency based on behavior and culture rather than just technology. Timestamps [00:01:39] Steve Pappas officially welcomes Greg DeVore to the show, initiating the conversation about the challenges and solutions in knowledge transfer within organizations. [00:20:07] Greg DeVore discusses the excitement around systematizing processes and the valuable role of AI in translating knowledge dumps into actionable insights during the onboarding and launch processes. [00:23:52] The discussion delves into the role of AI in the contact center, addressing misconceptions and highlighting the importance of a single source of truth for effective AI assistance. [00:28:07] Greg suggests two practical homework assignments: a self-assessment of an organization's use of tribal knowledge and the adoption of the knowledge ops maturity model, and building an onboarding program through "find and follow" workshops. [00:31:13] The podcast concludes with Steve Pappas thanking Greg DeVore for sharing insights on knowledge transfer, and a brief mention of CX Stash, a directory of customer experience-related technology. Quotes 1. "AI is valuable in translating knowledge dumps into actual knowledge, significantly speeding up the onboarding launch process." 2. "Success in a contact center is when the CEO can use the knowledge system, and getting agents to the point where they feel confident handling calls solo is key." 3. "AI works well with a single source of truth, but its effectiveness depends on capturing the actual questions and nuances, feeding only what it's been given." Connect with Greg LinkedIn - https://www.linkedin.com/in/gregdevore Website - https://www.screensteps.com/ X - https://twitter.com/gdevore?lang=en

Megan Burns is a seasoned expert in the field of Customer Experience and the Founder of Experience Enterprises. With a background as a software engineer, Megan brings a unique perspective to CX, focusing on the intersection of technology, human behavior, and business strategy. Her expertise lies in helping organizations navigate the complexities of customer-centric transformations. During her tenure at Forrester, Megan led a dynamic team and served as an influential CX analyst. Her work extended beyond traditional consulting, delving into the psychology of pricing and the intricate aspects of customer satisfaction. She has a keen understanding of the challenges companies face when implementing CX initiatives and is known for her insights into activating organizations around CX. Megan is the creator of the CX Frontiers Book Club, where she explores innovative concepts such as being a "catalyst" for CX success. Recognized for her thought leadership, she frequently shares her knowledge through speaking engagements and workshops, focusing on practical strategies to overcome activation challenges in the world of CX. With a passion for helping organizations move beyond mere buy-in to active participation in CX initiatives, Megan Burns continues to make significant contributions to the field, inspiring change and fostering a deeper understanding of the human elements within customer experiences. Key Takeaways 1. Understanding the Multifaceted Nature of Customer Experience: The need to view customer experience as a multifaceted discipline that extends beyond mere transactions. 2. Choosing the Right Approach to CX Initiatives: Megan provides insights into the various approaches companies can take when embarking on CX initiatives. 3. Navigating the Activation Challenge in CX: Megan defines activation as the hurdle of getting individuals within an organization to take tangible actions based on their acknowledgment of the importance of CX. Techniques such as engineering epiphanies, facilitating first steps, and providing social proof are discussed as strategies to overcome the activation challenge. 4. Becoming a Catalyst for CX Success: The emphasis is on subtle yet impactful methods like engineering epiphanies, facilitating initial steps, and offering social proof to drive meaningful CX transformations. Timestamps [00:02:15] Megan Burns introduces the nuanced nature of customer experience, emphasizing the psychological aspects of pricing and the value of time in the overall cost calculation. [00:10:45] Exploring the challenges organizations face when selecting consultants for CX initiatives. The importance of distinguishing between consultancies that "do it for you" versus those that "do it with you." [00:19:30] Megan delves into the activation challenge in CX, highlighting the difficulty of moving individuals within organizations from acknowledging the importance of CX to taking tangible actions. [00:27:15] Discussing the intricacies of working with technology, governance, standards, and feedback mechanisms in CX initiatives. [00:37:45] Megan discusses behind-the-scenes strategies for creating opportunities and exposing individuals to CX initiatives without imposing them, fostering a smoother organizational transition. Quotes 1. "Activation is the challenge of turning the unanimous agreement on the importance of Customer Experience into meaningful action." 2. "Successful CX leaders are catalysts, reorienting things to make the reaction toward customer-centricity go faster." 3. "Facilitating first steps is crucial; sometimes you have to guide people in doing customer-centric actions the first time." 4. "Social proof is powerful; people are more willing to embrace change if they see others, especially influential figures, are doing it too." Connect with Megan LinkedIn - https://www.linkedin.com/in/meganburns/ Website - https://megan-burns.com/ X - https://twitter.com/MeganBurnsCX

Christophe Martel is a recognized thought leader and expert in the field of employee and customer experience. With a keen focus on understanding and mitigating the impact of "work friction," Christophe has dedicated his career to helping organizations enhance their operations and create environments that foster employee satisfaction and engagement. As the co-founder of Fount, a platform designed to uncover and address work friction, Christophe leverages his deep knowledge and expertise to provide data-driven insights into the complex relationships between employees, processes, and technology. With a commitment to bridging the gap between leadership perceptions and employee experiences, Christophe engages with organizations to bring clarity and tangible solutions to the forefront. Christophe is a sought-after speaker, sharing his expertise on work friction, employee engagement, and customer experience at conferences and industry events. He invites leaders to recognize the complexity of the employee experience, encouraging a shift in mindset from merely training and motivating employees to actively improving the work environment. Key Takeaways 1. Work Friction is a Critical Issue: Christophe Martel highlights the pervasive issue of work friction, emphasizing its significant impact on both employee and customer experiences. He describes work friction as the invisible headwind that employees often face, leading to frustration, disengagement, and, ultimately, negative consequences for customer interactions. 2. Employee Experience is a Shared Responsibility: Martel argues that work friction spans across various departments, including operations, finance, and leadership. All levels of the organization, from senior leaders to individual team members, play a role in creating an environment that minimizes work friction and promotes employee satisfaction. 3. Data-Driven Approach to Work Friction:The importance of adopting a data-driven approach to identify and address work friction effectively. This approach allows organizations to prioritize efforts, focus on the most impactful areas, and collaboratively work towards resolving issues to improve both employee and customer experiences. 4. Leadership Awareness and Collaboration are Key: Christophe underscores the critical need for leaders to be aware of the work friction their employees face and to bridge the gap between leadership perceptions and employee experiences. Timestamps [00:17:33] Christophe Martel explains the concept of work friction and its varying impact on different generations. [00:18:10] Discussing the challenges faced by employees when companies fail to provide the necessary tools for their job. [00:20:52] Exploring the consequences of work friction on customer experience. [00:27:05] How Fount's platform collects data to prioritize moments and touchpoints that cause the most friction for employees. [00:32:34] Delving into the challenges faced by senior leaders in understanding and addressing work friction. [00:37:41] an exercise for organizations to uncover the disparity between leaders' perceptions and employees' experiences regarding work friction. Quotes 1. "Encourage employee feedback as there's no survey fatigue when improvements are visible." 2. "Collaboratively address touchpoints causing breakdowns in the employee experience." 3. "Shift leadership focus from fixing employees to enhancing the work environment." 4. "Assess the disparity between leaders' beliefs and employees' experiences for effective problem resolution." Connect with Christophe LinkedIn - https://www.linkedin.com/in/cxpmartel/ Website - https://getfount.com/

Hakan Yurdakul is a seasoned marketer turned entrepreneur with a career spanning 17 years, commencing at Unilever. His roots in brand management, marketing, and business strategy have grown from bustling Istanbul to the global stage in the UK since 2015. In his pursuit to redefine market research, Hakan embarked on a new chapter by founding Bolt Insight. This innovative company, under Hakan's leadership, introduced Boltjet AI, a groundbreaking qualitative research platform. With a passion for understanding consumers on a profound level, Bolt Insight employs agile hybrid research techniques, combining technology with qualitative and quantitative research methodologies. Hakan's vision at Bolt Insight is simple yet profound – to sit businesses next to their customers. Through the revolutionary Boltjet AI, Hakan aims to provide businesses with unparalleled AI-powered qualitative research tools, facilitating a deep understanding and connection with their audience. Beyond his entrepreneurial endeavors, Hakan's background includes a 15-year stint at Unilever, where he navigated different geographies, roles, and categories, offering him a unique perspective on the challenges businesses face in understanding diverse consumer profiles. Key Takeaways 1. Revolutionizing Qualitative Research with AI: Unlike traditional survey formats, Boltjet AI engages respondents adaptively, generating quality probes and projective techniques to extract deeper insights. This AI moderator is designed to approach people effectively, avoiding biases and ensuring a comprehensive understanding of consumer perspectives. 2. Global Reach and Multilingual Capabilities: Boltjet AI is a globally accessible tool, functioning in 20 different languages. It adapts to local nuances, allowing businesses to connect with consumers worldwide. 3. Efficiency and Accessibility in Market Research: The Bolt Insight platform offers a user-friendly, do-it-yourself (DIY) approach to market research. Companies can purchase credits, onboard their teams, and easily navigate the system to gain insights. 4. Adapting to Changing Consumer Behaviors: The importance of businesses questioning whether they truly understand their customers in the current market landscape. With consumer behaviors evolving, relying on outdated data can lead to misinformed strategies. Timestamps [00:07:42] Hakan details the adaptive nature of Boltjet AI, highlighting its ability to conduct qualitative research through dynamic and personalized interactions with respondents. [00:15:56] The extensive 18-month development process of Boltjet AI, involving both software coding and qualitative research by experts to train the AI as a professional moderator. [00:26:25] Overview of the Boltjet AI process, from engaging with respondents in various languages to the automatic generation of reports within 24 hours. [00:31:54] Insightful homework for businesses: Evaluate whether their understanding of customer behaviors and category dynamics is based on recent data or outdated benchmarks. Quotes 1. "Reassess your understanding of customers and adapt to post-COVID consumer behaviors by questioning old data and exploring new trends." 2. "AI streamlines the research process, delivering convenient and efficient insights by working as a moderator while you sleep." 3. "Bold Chat AI operates globally in 20 languages, offering a powerful solution for expanding companies to understand brand recognition in diverse markets." 4. "To stay ahead, question if your category dynamics have changed, ensuring you have recent data on consumer behaviors, category barriers, and opportunities for strategic decision-making." Connect with Hakan LinkedIn - https://www.linkedin.com/in/hakan-yurdakul-81832b12/ Website - https://www.boltinsight.com/ X - https://twitter.com/boltinsightcom?lang=en

Chris Wallace is a seasoned expert in driving organizational change and enhancing customer experience through effective communication strategies. As the Founder of The InnerView Group and Infront Insights, Chris leverages his extensive experience to help companies reshape their customer interactions and elevate frontline performance. With a focus on structured listening, Chris emphasizes the importance of understanding and responding to the needs of frontline employees. Through his platform, Infront Insights, he provides organizations with the tools and guidance needed to create a culture of continuous improvement and enhanced customer engagement. A thought leader and advocate for frontline leaders, Chris recognizes their pivotal role in driving lasting change within organizations. His commitment to upskilling and supporting frontline leaders sets the foundation for successful change management initiatives, ensuring that organizations not only adapt to change but thrive in it. Active on LinkedIn and a regular contributor to industry discussions, Chris Wallace continues to share his insights and expertise, inspiring others to prioritize structured listening and foster a culture of continuous improvement in their organizations. Key Takeaways 1. Structured Listening is Crucial: The importance of structured listening within organizations. This goes beyond casual conversations and involves a systematic approach to understanding the needs and insights of frontline employees. 2. Frontline Leaders as Change Agents: The role of frontline leaders is paramount in the success of any change management initiative. They play a crucial role in maintaining continuous improvement within the organization. 3. Creative Media for Effective Communication: Whether it's podcasts, user-generated videos, or social media platforms, organizations should tailor their communication to match the preferred media of their audience. 4. ROI of Frontline Engagement: Demonstrating a clear return on investment (ROI), Chris shares a success story where restructuring call interactions and aligning them with the brand message resulted in a 14x return in just six months. Timestamps [00:05:12] The importance of focusing on frontline employees and customer experience, highlighting how these aspects significantly impact an organization's success. [00:11:45] The need for a systematic approach beyond ad hoc conversations to understand frontline insights. [00:19:03] Emphasizing the pivotal role of frontline leaders [00:25:48] Exploring the creative use of media for effective communication, Chris discusses the power of podcasts, user-generated videos, and social media in conveying evidence-backed messages to employees. [00:31:39] Chris proposes a two-part homework assignment for listeners, encouraging organizations to evaluate their structured listening practices and asking frontline employees about one thing they want the company to know about customers. Quotes 1. "Success in sales is intertwined with good customer experience, hindered often by the limitations of tools and systems used by frontline teams." 2. "Frontline leaders are the linchpin to successful change—change agents who drive reinforcement and lasting cultural shifts." 3. "Structured listening is a valuable resource for driving change, offering insights from your team as a crucial first step." 4. "Culture change occurs when you safeguard time for continuous improvement, fostering both short-term adaptations and lasting transformation." Connect with Chris LinkedIn - https://www.linkedin.com/in/christopherewallace/ Website - https://innerviewgroup.com/ X - https://twitter.com/innerviewgroup

Dr. Jonathan Baktari is a distinguished figure at the intersection of medicine, entrepreneurship, and leadership. With over 20 years of experience, he has made a significant impact as a triple board-certified physician specializing in internal medicine, pulmonary, and critical care medicine. As the CEO of Enational Testing, US Drug Test Centers, and E7 Health, Dr. Baktari has demonstrated his entrepreneurial prowess, leading national companies that redefine accessibility to laboratory testing, drug testing services, and preventative health and wellness. A sought-after business thought leader, Dr. Baktari's insights have been featured in prestigious publications such as The Washington Post, USA Today, Forbes, Barron's, and more. He is also an opinion writer for The Hill and the Toronto Star, contributing his expertise to a broad audience. In addition to his corporate leadership, Dr. Baktari hosts the highly rated podcast "Baktari MD," where he shares valuable insights on various topics related to healthcare, entrepreneurship, and personal growth. Furthermore, Dr. Baktari extends his influence through educational initiatives, offering a "High Converting Call Class" to help businesses enhance their phone handling skills and drive higher conversion rates. In his relentless pursuit of excellence, Dr. Jonathan Baktari continues to be a driving force in the healthcare and business realms, leaving an indelible mark on the intersection of medicine and entrepreneurship. Key Takeaways 1. Cultivating an Owner's Mentality: The importance of instilling an owner's mentality in employees. This approach aims to create a sense of responsibility and accountability among the staff, translating to a customer experience where interactions reflect the commitment and passion of owners. 2. Phone Handling as a Crucial Skill: Through his "High Converting Call Class," Jonathan reveals that formal training in managing phone conversations can significantly boost appointment bookings and sales. 3. Challenges in the Healthcare Industry: The conversation delves into challenges within the healthcare industry, especially regarding the impact of third-party payments. The discussion highlights how external factors, such as the need to please third parties for payment, can sometimes distract healthcare professionals from delivering optimal patient care, leading to an unexpected focus on administrative tasks during patient visits. Timestamps [00:07:45] The concept of cultivating an owner's mentality among employees, elucidating how this mindset positively influences customer interactions and business success. [00:17:02] Insights into the challenges faced by businesses, drawing parallels between a pizza shop owner and healthcare providers dealing with third-party payments. [00:24:54] Overview of Dr. Baktari's companies—Enational Testing, US Drug Test Centers, and E7 Health—providing innovative solutions in healthcare, from convenient laboratory testing to nationwide drug testing and brick-and-mortar clinics. [00:26:55] The importance of phone handling skills in business success and offering a systematic approach to improve appointment bookings and sales. [00:29:20] Closing remarks, including various contact points for Dr. Baktari, his businesses, and additional resources such as the BaktariMD podcast available on YouTube and Spotify. Quotes 1. "An owner's mentality in employees ensures customer interactions reflect ownership values." 2. "Recorded phone calls reveal business losses—training staff in call handling is crucial." 3. "Rather than more marketing, focus on converting existing calls into appointments for quick wins." Connect with Dr. Jonathan LinkedIn - https://www.linkedin.com/in/jonathan-baktarimd/ Website - https://jonathanbaktarimd.com/ Website - https://www.e7health.com/ https://www.usdrugtestcenters.com/ Podcast - https://jonathanbaktarimd.com/baktarimdshow/

Declan Ivory is a seasoned leader in the realm of customer support and experience, bringing over 30 years of expertise to the table. As the Vice President of Customer Support at Intercom, he stands at the forefront of leveraging innovative technologies to redefine how businesses interact with their customers. Throughout his illustrious career, Declan has been a trailblazer in steering customer service into the digital age. His commitment to understanding and meeting customer needs has propelled him into a key role at Intercom, a company renowned for its cutting-edge solutions in the customer experience domain. Declan is not just a technology enthusiast; he is a passionate advocate for walking in the shoes of the customer. His belief in the power of firsthand experience and intentional customer engagement has shaped his approach to implementing Conversational AI. As a thought leader and practitioner, he continues to inspire and educate the industry about the exciting opportunities that lie ahead in the era of AI-driven customer interactions. Key Takeaways 1. Iterative Implementation of AI in Customer Support: The implementation of AI in customer support is not a big bang project but rather an iterative process. Businesses can start small, potentially within hours, and progressively enhance the AI's capabilities over time. 2. The Importance of Walking in the Customer's Shoes: In the context of AI implementation, this practice becomes even more crucial as businesses undergo changes in how they interact with customers. 3. Strategic Content Management is Critical: Declan stresses the importance of strategic content management, considering factors like structuring information for different customer classifications and being intentional about what sources are used to feed the AI bot. 4.Transformational Impact of AI in Customer Support: The application of AI is seen as a game-changer, offering opportunities for increased efficiency, real-time feedback to agents, and a shift in how businesses approach customer interactions. Timestamps [00:07:12] Declan delves into the concept of "walk in the shoes of the customer," emphasizing the importance of intentional efforts by support leaders to understand and enhance the customer experience, especially in the evolving landscape of AI-driven support. [00:17:45] The mechanics of enabling an AI bot in a matter of minutes and the critical role of content management in feeding the AI engine with relevant and structured information. [00:26:50] The common concern of effort and the challenge of integrating AI into existing systems, advocating for a living, breathing project approach rather than a big bang, emphasizing the ongoing nature of AI implementation. [00:32:11] Exploring the intersection of AI and brand consistency, Declan introduces the role of a conversation designer to ensure a seamless customer experience across AI-driven layers. [00:37:23] The final takeaway encourages support leaders to actively "walk in the shoes of the customer," stressing the need for various approaches, such as mystery shopping or direct conversations. Quotes 1. "Regularly walk in the shoes of your customer in an AI-driven world—it's essential for understanding and improving the customer experience." 2. "In AI, knowledge management is critical; carefully choose and update your information sources to feed your AI bot effectively." 3. "AI is transformational for customer support, presenting exciting opportunities to revolutionize how we deliver assistance." Connect with Declan Website - https://www.intercom.com/ LinkedIn - https://www.linkedin.com/in/decivory/?originalSubdomain=ie X - https://twitter.com/decivory

Nikola Mrkšić is a visionary entrepreneur and expert in the field of conversational AI. As the co-founder and CEO of PolyAI, Nikola is at the forefront of revolutionizing customer experience through cutting-edge voice assistant technology. With a passion for leveraging artificial intelligence to enhance communication, Nikola leads PolyAI in developing efficient and high-quality voice assistant solutions for enterprises. His dedication to providing impactful solutions has positioned PolyAI as a key player in the industry, enabling businesses to deploy voice assistants that go beyond the traditional limits, making conversations more engaging and human-like. Nikola's insights into the evolving landscape of conversational AI and its applications showcase his commitment to driving innovation in customer interactions. Key Takeaways 1. Efficiency in Voice Assistance Technology: Nikola Mrkšić highlights the efficiency of PolyAI's voice assistant technology, emphasizing its ability to provide high-quality interactions with end consumers. 2. Advancements in Conversational Orchestration: Beyond the technological aspects, Nikola emphasizes the importance of effective conversation orchestration. PolyAI goes beyond simply answering questions, striving to create seamless and engaging interactions. 3. Analytics and Insights: One of PolyAI's standout features is its ability to extract valuable analytics from deploying voice assistants at scale. Traditional IVRs often struggle to gather rich information in the initial seconds of a call. In contrast, PolyAI's deployments involve more extended, conversational interactions, allowing businesses to gain insights into customer behavior, preferences, and potential areas for improvement, thus transforming the contact center into a profit center. 4. Dynamic Conversational Adaptability: The dynamic nature of PolyAI's voice assistant, particularly its capability to adapt to users changing their minds mid-conversation. Timestamps [00:07:42] Nikola sheds light on the challenges faced by companies in handling customer experience, leading to the exploration of voice assistant solutions. [00:15:12] Discussing the broader capabilities of PolyAI beyond voice assistance, focusing on analytics and insights derived from extended, conversational interactions. [00:21:00] Nikola recommends exploring innovative text-to-speech companies such as 11 Labs and PlayHT, highlighting the importance of effective conversation orchestration in voice technology. [00:26:32] The conversation turns towards the dynamic adaptability of PolyAI's voice assistant, addressing the challenges of handling customer inquiries that evolve or change midway through interactions. [00:32:05] The evolving landscape of customer experience technology, indicating a shift in companies recognizing the need for voice assistants as a solution to challenges in customer engagement and operational efficiency. Quotes. 1. "The rapid improvement in underlying models is propelling conversational capabilities at an unprecedented rate." 2. "Voice assistants are making a powerful comeback, transcending traditional accounts to revolutionize user experiences." 3. "Voice assistants won't replace other channels; they'll significantly enhance and complement them." 4. "Seamless voice assistants will inspire innovative ideas for their widespread and effective use." Connect with Nikola LinkedIn - https://www.linkedin.com/in/nikola-mrksic/ Website - https://poly.ai/ X - https://twitter.com/nikola_mrksic?lang=en

Enrico Biscaro, a distinguished executive with a rich background in global business management, is a beacon for leadership and team development. With a career spanning 15 years, Enrico has left an indelible mark on businesses across four continents, showcasing his relentless dedication to fostering the growth and success of his teams. Enrico's leadership philosophy centers around the core principle of serving others, a value instilled in him at a young age. Inspired by his experiences in the Boy Scouts, where he witnessed the impact of selfless service, Enrico has carried this ethos throughout his career. His unwavering belief in the mantra, "Take care of your team, and the business will take care of itself," reflects his commitment to placing the well-being and development of his team members at the forefront. Enrico's accomplishments include successfully managing businesses of up to $500 million, turning around business units on multiple continents, and coaching numerous first-time managers to ascend to global executive roles. As the author of "Resonance," Enrico offers a unique approach to leadership education through a collection of short stories that convey powerful lessons. The five pillars he advocates—Brand, Responsibility, Act, Value, and Energy—spell out "Brave," symbolizing the courage required to lead in today's complex business landscape. Enrico Biscaro continues to inspire and guide leaders through his impactful stories and insights, leaving an enduring legacy of leadership excellence and a profound commitment to the growth and well-being of those he leads. Key Takeaways 1. Transitioning to Leadership: Transitioning to a leadership role requires a focus on observation and listening before taking action. Understanding the new environment and team dynamics is crucial for success. 2. Middle Management Training: Effective training for middle managers during transitions is an investment, not a cost. Targeted training for individual contributors moving into managerial roles significantly reduces the risk of failure. 3. Cultivating a Learning Culture: Leaders should create a culture of learning within their teams. Encouraging team members to seek knowledge actively fosters a mindset of continuous improvement and development. 4. Leadership Pillars - Enrico's leadership pillars—Brand, Responsibility, Act, Value, and Energy (BRAVE)—underscore the courage needed for effective leadership. Acting with purpose, aligning actions with values, and managing energy contribute to successful leadership. Timestamps [00:01:31] Guest introduction: Enrico Biscaro, an accomplished executive specializing in middle management challenges and team development. [00:09:30] Enrico emphasizes the importance of observation and listening during transitions, urging new managers to understand the existing dynamics before taking action. [00:13:34] The discussion shifts to the critical training needed for new managers during transitions, focusing on the impact of failed transitions on business and the importance of investing in middle management. [00:18:45] Enrico advocates for creating a culture of learning within teams, where individuals actively seek knowledge, providing a cost-effective approach to ongoing development. [00:23:40] Enrico shares a personal story about resilience learned from his grandmothers, highlighting the importance of managing reactions to events, a key leadership lesson. Quotes 1. "Prioritize your team's well-being, and the success of the business will follow suit." 2. "Navigate career transitions with caution, emphasizing observation and listening before taking action. 3. "See employee learning as an investment, not a cost, fostering long-term individual and organizational growth." Connect with Enrico Website - https://www.enricobi.com/ LinkedIn - https://www.linkedin.com/in/ebiscaro/?originalSubdomain=ae X - https://twitter.com/BiscaroEnrico

Chip Kahn is a seasoned expert in the realm of customer experience technology, bringing a wealth of knowledge and experience to the forefront. As the representative of Ovation, a company specializing in customer journey orchestration platforms, Chip has played a pivotal role in revolutionizing the way organizations approach and enhance their customer experiences. With a background rooted in the financial and fintech industries, Chip's journey extends to diverse sectors such as business banking, commercial banking, credit unions, and community banks. One of the standout features of Chip's approach is his commitment to making customer experience a living, breathing process. He emphasizes the importance of empathy in understanding the customer's perspective and advocates for organizations to put themselves in their customers' shoes. Chip believes in identifying areas of improvement through the lens of the customer, leading to more efficient and effective operational processes. Chip Kahn's insights into the dynamic landscape of customer experience technology and his dedication to helping organizations prioritize and enhance their customer journeys make him a valuable figure in the field. His forward-thinking approach and commitment to continuous improvement position him as a trusted guide for businesses navigating the intricacies of customer experience transformation. Key Takeaways 1. Overlay Approach for Seamless Transformation: By implementing a customer journey orchestration platform like Ovation, organizations can enhance existing processes without starting from scratch. 2. Data-Driven Improvement and Benchmarking: Ovation's platform offers a data-driven approach to improvement and benchmarking. It enables organizations to assess performance anonymously, internally, and even against other groups using the same product. 3. Modular Solutions for Tailored Transformation: The modular nature of Ovation's platform is highlighted as a key feature. Organizations don't need to commit to the entire system upfront; instead, they can adopt features gradually. This modular approach ensures that organizations can build their customer experience strategy over time, aligning with their unique needs and priorities. 4. Customer-Centric Perspective for Uncovering Opportunities: Chip suggests walking through different stages of the customer lifecycle and various products to identify pain points and areas for improvement. Timestamps [00:05:42] Chip elaborates on the concept of customer journey orchestration, emphasizing its role as an overlay for process enhancement and the ability to identify areas for improvement in real-time. [00:12:38] Discussion on the versatility of Ovation's platform, catering to various industries beyond financial services, including business banking, wealth management, capital markets, insurance, health tech, and even ag tech. [00:18:56] Insights into Ovation's modular approach, allowing organizations to implement the platform gradually. [00:26:04] Chip explores the importance of empathy in understanding the customer's perspective [00:29:23] Closing remarks and how to connect with Ovation through their website for further inquiries. Quotes 1. "Walk in your customer's shoes and ensure their journey is seamless and efficient—it's about experiencing your product, not just using it." 2. "CX is a living process; meld a better customer experience with existing operations and evolve with your customer's needs." 3. "Always improve CX by asking, 'If I were the customer, how would I want this process to look?'" 4. "Start with the customer hat on, survey pain points, and resolve to make experiences smoother for true transformation." Connect with Chip Website - https://www.ovationcxm.com/ Linkedin - https://www.linkedin.com/company/ovationcxm/ X - https://twitter.com/ovationcxm

Valentin Radu is a seasoned entrepreneur, customer experience (CX) expert, and the founder of CVO Academy and OmniConvert. With a background in e-commerce, Valentin has leveraged his extensive experience to help thousands of companies improve their business and embrace customer-centric strategies. As the founder of CVO Academy, an online platform, Valentin has brought together practitioners, authors, academic professors, and e-commerce experts to share valuable insights on enhancing customer lifetime value in the dynamic world of e-commerce. As a former e-commerce entrepreneur, Valentin is passionate about evangelizing customer value optimization (CVO) as a new category in the field. His dedication to helping businesses navigate the complexities of CX and predict the future value of their customers has made him a sought-after figure in the industry. In addition to his entrepreneurial endeavors, Valentin is the author of the upcoming book, "The CLV Revolution," where he distills his 17 years of knowledge in e-commerce and retail into a comprehensive guide on growing companies in a data-driven manner. Through his work, Valentin emphasizes the importance of understanding customer lifetime value as the key to sustained profitability and success in today's competitive market. Connect with Valentin on LinkedIn and explore the transformative tools and methodologies offered by OmniConvert to empower businesses in their CX journey. LinkedIn: https://www.linkedin.com/in/valentinradu/?originalSubdomain=ro Website: https://www.omniconvert.com/ Key Takeaways 1. Customer Value Optimization (CVO) as a Strategic Imperative: Valentin emphasizes the significance of shifting from a traditional marketing approach to a more holistic Customer Value Optimization strategy. 2. Data-Driven Decision Making: The critical role of data in modern e-commerce. Valentin stresses the need for businesses to leverage data analytics to make informed decisions. B 3. Importance of Customer Lifetime Value (CLV): Valentin underscores the centrality of Customer Lifetime Value in shaping long-term business success. 4. Continuous Learning and Adaptation: Valentin shared insights into the role of CVO Academy as a platform for ongoing learning. By staying updated on industry trends, best practices, and emerging technologies, businesses can stay ahead of the curve and proactively respond to evolving customer expectations. Timestamps [00:03:45] Valentin shares insights into the ever-evolving landscape of customer experience (CX) and the pivotal role data plays in shaping personalized and impactful interactions. [00:09:12] Exploring the three pillars of effective CX transformation: data, technology, and human touch. [00:15:28] Valentin introduces the concept of "CX Alchemy," unraveling how businesses can turn raw data into golden customer experiences by leveraging technology while maintaining the essential human connection. [00:20:59] A deep dive into the challenges and opportunities presented by AI in customer service. [00:26:45] The conversation concludes with Valentin sharing actionable tips for businesses to enhance their CX strategies, emphasizing the importance of empathy, adaptability, and continuous learning. Quotes 1. "Optimize every customer touchpoint; it's not just about selling a product but creating an experience that resonates and adds value at every step." 2. "In the world of e-commerce, data is not just information; it's the compass guiding you toward personalized customer experiences and strategic decisions." 3. "Your customers are not just transactions; they're relationships waiting to be nurtured. Focus on maximizing their lifetime value, and your business will flourish." 4. "Adaptability is the currency of success in e-commerce. Embrace a mindset of continuous learning, and you'll stay ahead in an ever-evolving landscape."