It’s not every day we get to peek behind the curtains of a Fortune 20 enterprise. Today we were lucky enough to sit down with Michael Jones, Sr. Director of Customer Care to learn how The Home Depot has stayed true to its mission of taking care of its people and their customers. We tackle everything from customer care and support, culture, and how their leaders have shaped the company.

Today we’re talking all about outsourcing. Fred Stacey has spent the last 26 years in the contact center outsourcing business and today we had the chance to sit down and learn from one of the best. Fred dives into the current trends in outsourcing, how customers are pushing their tech stacks to the BPOs, what markets are up and coming, and other tidbits around the industry.

What a pleasure it was talking with Erin McDaniel. She brought the truth today when it comes to customer success. From managing churn to creating relevant health scores, Erin has the expertise to get it done. Listen in as she draws from her experience in the corporate and startup world.  
 

Today we had the pleasure of sitting down with Justin Strackany, Chief Customer Officer at SecureLink to talk about how he sees technology and AI paving the way for customer success. We’re in the early days of customer success with very few playbooks to draw from…and for a multi-product company, it’s even more challenging. Listen in as Justin takes us into his approach and thoughts on how to drive revenue and continue to push for a great customer experience across all departments.

Peter Armaly has decades of customer experience knowledge and has been at the forefront of its evolution. Today we learn how he is creating customer centricity at Oracle through training and leadership to create value and push the boundaries of customer success.

Today we’re joined by Joshua Harbo, Director of Product Support at CreatorIQ to talk about leadership and influencer marketing. The influencer industry is changing at a rapid pace and support has to keep up and why support ultimately creates the best customer experience.

Customer Experience leader, speaker, and author extraordinaire David Avrin joins us today as we talk about how NOT to lose your customers. Why quality is not a differentiator these days and how speed, convenience, and flexibility are what drive consumers today. Listen in and learn from one of the best around customer experience. 

That’s right… there’s more to just making a great customer experience.  These days too many companies are falling flat on the employee experience. Today Dennis Wakabayashi sheds light on how he sees experience through the lens of the 3 R’s, how technology helps and hinders us, and how we as consumers are already subscribed in today’s world.  

After having a truly insightful conversation with Justin Keenen, I have even more respect for restaurateurs. The game has changed with the digital transformation that has and continues to happen for this industry.  Listen in to hear how Netflix, Dominos, Starbucks, and others are using data to lead the way in the digital experience and more.
 
 

Brian Gustin and I cover a lot of ground on the show. With close to 16 years at Crocs, he’s had his share of learning across multiple departments and successful moments. Today we get to learn how he took his service team global, managed 5x volume during their giveaway to frontline workers, and how they’re using technology to transform the customer and agent experience.