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"Voice of the Customer Radio" - Execs In the Know

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Become a follower of "Voice of the Customer Radio" every two weeks as we feature stand out executives who represent the mandate of their customer experience and customer service strategies.

Become a follower of "Voice of the Customer Radio" every two weeks as we feature stand out executives who represent the mandate of their customer experience and customer service strategies.
More Information

Location:

Winnipeg, MB

Networks:

BlogTalkRadio

Description:

Become a follower of "Voice of the Customer Radio" every two weeks as we feature stand out executives who represent the mandate of their customer experience and customer service strategies.

Language:

English

Contact:

1661 Portage Ave Winnipeg, Manitoba R3J 3T7 866-991-3555


Episodes

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12/30/2014
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Duration:00:00:02

Social Media Monitoring: Best Practices 2014

4/17/2014
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It is a well accepted truism that before using social media interaction, you must first listen - and listen carefully. First generation social monitoring provided more raw data than actionable information, and was initially focused on gathering marketing and competitive intelligence. Social Media Monitoring (SMM) has become mission critical, and with an arguably low entry barrier from a technology (if not scalability) standpoint, the burgeoning vendor community has not only responded with...

Duration:00:41:53

The True Impact of CX on your Business

3/21/2014
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Focusing on your company’s “Customer Experience” is so much more than the latest industry trend or program of the month. Improving an organization’s customer experience can also put more dollars on your bottom line. Often, customer experience leaders lament the challenge of competing with other functions for a company’s limited investment dollars and coming up short. The reason? Executive Leadership may proclaim the benefits of investing in customer experience to be too intangible for real...

Duration:00:37:32

Communities for Customer Support and Engagement

3/15/2013
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Overview: A majority of organizations are using some sort of community based support model or have considered doing such. The question is, are you seeing the results and cultivating real relationships with your customers? It is known customer communities can be an incredible source of support, for both your customers and your organization. In this episode, I have invited Michael Pace (Customer Support & Community Management Executive) to join myself on Voice of the Customer Radio to discuss...

Duration:00:56:53

Branded Dialogues: Bridging the Gap Between Brand Promises a

10/19/2012
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Branded Dialogues: Bridging the Gap Between Brand Promises and Customer Experience Expected Outcomes Include: Recognizing the gap between brand image and customer experience Review of common pitfalls in organizations Relieving the tension between efficient delivery and experience Examples to best practices -- Leaders in the field Measuring experience as well as performance How to improve communication between Marketing and Operations How to "Brand Train" agents Bruce's Bio Bruce Lebowitz is...

Duration:01:00:33

Leveraging “Customer Insights” and “Real Time” Decisioning

10/5/2012
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Title – Leveraging “Customer Insights” and “Real Time” Decisioning for Customer Success Expected Outcomes: Using real-time decisioning to guide customer interactions across multiple channels Applying business intelligence and analytics to customer interactions How companies can access customer information with little or no access What quantifiable results should you expect if implementation is made with real-time decisioning What are the organizational obstacles to getting real-time...

Duration:00:57:32

How to Start a VOC Program Internally - Scott Swift

9/7/2012
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Friday – September 7th – 12:00pm EST – 1:00pm EST Title – How to Start a VOC (Voice of the Customer) Program Internally Featuring: Scott Swift - VP Customer Information - Hunter Douglas We strive as Customer Experience Leaders to drive customer excellence across our respective organizations. I have asked Scott Swift from Hunter Douglas to join me in sharing his journey and sharing of unique strategies to build an engaging VOC program. Scott and I will work our way outward, bringing a focus...

Duration:00:58:31

Brian Mullaney – SVP Customer Contact Ce

6/29/2012
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Title – Taking Performance Leadership/Customer Experience to the Next Level Featuring: Brian Mullaney – Senior Vice President Customer Contact Center – The SCOOTER Store We all know as Service Leaders, the largest aspect of our budget/responsibilities is people. I have asked Brain Mullaney from The SCOOTER Store to join me in discussing current strategies on how to engage employee performance in a multi-channel customer experience environment. Brian is a recognized Service Leader with proven...

Duration:00:58:50

Personal Branding - Fact or Fiction

6/15/2012
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Have you ever wondered why you are hearing that a “personal brand” strategy is important to establish? It is an “online” and “wired” world we live in and with the evolution of social media there are many new ways we communicate as professionals however the bottom line is that business is still about people and relationships. The show will be 30 minutes, fast paced and highly interactive (there is no charge for participating). Agenda: Why a "Personal Brand Strategy"?What are my best sources...

Duration:00:42:07

American Airlines & Genesys Engage the New Customer

4/13/2012
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Join Voice of the Customer Radio to learn how American Airlines and Genesys are engaging the new customer through social media and other emerging channels of customer engagement.

Duration:01:00:26

Service Leaders Speak out!

2/3/2012
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A rare opportunity.... we have gathered some of the most impressive minds in “Service Leadership” and "Customer Experience"…Mark your calendar for Friday February 3rd 12:00pm 1:00pm EST as we bring the 2012 Advisory Board on “Voice of the Customer Radio” Ask your questions first hand of industry leading service experts who are driving customer experience across an intergrated and enterprise wide strategy. What is working, not working, etc. . Advisory Board Includes: Jeannie Diefenderfer -...

Duration:01:12:40

The details on the @home model - P.J. Weyforth

10/28/2011
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Join us for an interactive discussion where we will cover areas such as sourcing, recruiting, screening, training and managing the day to day operation leveraging work at home techniques in brick and mortar operations. The results can have a transformational impact on your business. Speaker: P.J.Weyforth-Drummond -Customer Service Operations Executive Independent Consultant

Duration:00:54:13

Transformational Outsourcing with Rick Merson

9/27/2011
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Join me and Rick Merson formerly Accenture Partner/Senior Executive, as we discuss “ Transformational Outsourcing” and how this is impacting the future of traditional outsourcing. Rick will share his views on how outsourcing as a transformational opportunity opens the door to a broader spectrum of cost savings and potential quality improvements. Next episode: • Tuesday - September 27th - 12:00pm EST – 12:30pm EST • Rick Merson – Formerly Accenture Partner/Senior Executive • Call-in Number:...

Duration:00:29:57

The Truth about Voice of the Customer Programs

9/16/2011
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Join myself and Seth Hall (Vice President Customer Service - Philadelphia Insurance Companies) on "Voice of the Customer Radio" Interactive and knowledge filled discussion on: The importance of developing a well-defined implementation strategy for the deployment of a Voice of the Customer Program. We’ll cover the potentially hidden challenges of implementing VOC Programs and mitigation tactics to ensure greater success. Seth W. Hall Vice President, Customer Service Philadelphia Insurance...

Duration:01:00:01

What is the Future of the "New" Customer? - Voice of Th

8/26/2011
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We have gathered some of the most impressive corporate leaders to join in an unprecedented event on how the “new” customer is shaping the dynamics of corporate enterprise, outreach and impact on the outsourcing model. Our esteemed panel members own the “customer” for very large and significant enterprise organizations. You want to know the future of where customer service is going with “new” customer, then join us Friday August 26th What we are going to discuss – don’t miss! How is the “new”...

Duration:01:29:49

HR Series - "Employee Productivity & Engagement

6/30/2011
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We hear often about employee productivity and engagement leading to dynamic results for the company. What are some of the best practices being implemented to increase employee productivity and engagement? I have asked Terry Booton, President of AMI (Advanced Marketing Instruction) to join me on “Voice of the Customer” radio as we examine some of these fundamentals. The show will be designed to be highly interactive and we will be asking the listeners questions and sharing of ideas. The radio...

Duration:01:00:58

VOC Radio - Matthew Wilcox - VP Zions Bancorporation

6/10/2011
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Join us for an engaging conversation with Matthew Wilcox - VP Zions Bancorporation. Matthew was one of our featured speakers for CRSII and was highly rated by the attendees. You will not want to miss the conversation. As Vice President for Zions Bancorporation, Matthew oversees all of their eBusiness activities. His primary responsibilities include all interactive channel development and strategy. This includes online and mobile banking, social media, and Interactive Marketing. In addition...

Duration:00:59:35

VOC Radio - Carol Borghesi - SVP TELUS

5/20/2011
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In the highly competitive service provider market, TELUS continues to grow as one of Canada’s largest telecommunications providers. Now with 12.3 million customer connections spanning wireline, mobility, Internet and TV services, TELUS is committed to unleashing the power of the Internet at home, in the workplace and on the move. Carol Borghesi is Senior Vice President, Customer First Culture at TELUS. Her 27 years of telecommunications experience spans three continents from TELUS in Canada,...

Duration:01:11:31

Voice of the Customer Radio - Vendors Share Best Practices

4/29/2011
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Join us to hear three different industry vendors on the front-line of driving new services and efficiencies in the emerging customer response channels (i.e. social, web 2.0, mobile, video, etc.). Must listen episode on the latest technology and service enhancements for Voice of the Customer Professionals. Featured show guests include: Salesforce.com (www.salesforce.com) - Fergus Griffin - VP Service Cloud Product Marketing Verint (www.verint.com) - Greg Sherry - VP Marketing and Business...

Duration:00:59:40

Voice of the Customer Radio - Vendors Share Best Practices

4/22/2011
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Join us to hear three different industry vendors on the front-line of driving new services and efficiencies in the emerging customer response channels (i.e. social, web 2.0, mobile, video, etc.). Must listen episode on the latest technology and service enhancements for Voice of the Customer Professionals. Featured show guests include: Mike Mumford - VP Business Development - 3CSI www.3CSI.com Bob Moore (Director Marketing Strategy) Convergys www.convergys.com Sam Falletta (CEO) Incept –...

Duration:01:00:11