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Building Cultures, Breaking Silos, & Delivering Service that Sticks – A Conversation with ICMI Top CX & Contact Centre Thought Leader Neal Dlin
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In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Neal Dlin, VP of Customer Service Experience at Aviso Wealth and a six-time ICMI Top 25 CX and Contact Center Thought Leader.
Neal brings over 30 years of leadership in customer experience and contact centers, offering an honest and refreshing look at what it takes to build people-first, experience-centered cultures in a technology-driven world.
Here’s what you’ll hear about:
- Why culture, not technology, is the true foundation of great customer and employee experiences
- How Neal defines an “experience-centered culture” and the mindset shift it requires from leaders
- The real reasons contact center transformations fail, and how to fix them with better change management
- Breaking down data silos and building smarter, more connected systems that empower agents
- How AI can elevate, not replace, human potential, and the emerging role of “AI copilots” in CX
- Lessons from decades of leadership across teams of all sizes, from 10 to 10,000+ agents
Whether you’re a CX leader, operations professional, or tech innovator, this conversation is packed with actionable insights and fresh thinking on how to make customer experience work for both the customer and the employee.
Episode Breakdown
0:02 Welcome and intro from Emily Miller and Steve McDonnell
2:10 Introducing Neal Dlin and his career journey in CX
7:00 How Neal entered the contact center space (and why no one “plans” to)
12:19 Building an experience-centered culture from the inside out
18:07 Why so many contact center transformations fail
26:04 Breaking through data silos and system challenges
33:48 How to avoid shiny-object syndrome in tech adoption
36:17 Using AI to empower agents and elevate experience
40:09 Neal’s outlook on the future of customer experience and leadership
Connect with the speakers
Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/
Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
Neal Dlin: https://www.linkedin.com/in/nealdlin/
🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast
View all episodes
By Wilmac TechnologiesSend us a text
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Neal Dlin, VP of Customer Service Experience at Aviso Wealth and a six-time ICMI Top 25 CX and Contact Center Thought Leader.
Neal brings over 30 years of leadership in customer experience and contact centers, offering an honest and refreshing look at what it takes to build people-first, experience-centered cultures in a technology-driven world.
Here’s what you’ll hear about:
- Why culture, not technology, is the true foundation of great customer and employee experiences
- How Neal defines an “experience-centered culture” and the mindset shift it requires from leaders
- The real reasons contact center transformations fail, and how to fix them with better change management
- Breaking down data silos and building smarter, more connected systems that empower agents
- How AI can elevate, not replace, human potential, and the emerging role of “AI copilots” in CX
- Lessons from decades of leadership across teams of all sizes, from 10 to 10,000+ agents
Whether you’re a CX leader, operations professional, or tech innovator, this conversation is packed with actionable insights and fresh thinking on how to make customer experience work for both the customer and the employee.
Episode Breakdown
0:02 Welcome and intro from Emily Miller and Steve McDonnell
2:10 Introducing Neal Dlin and his career journey in CX
7:00 How Neal entered the contact center space (and why no one “plans” to)
12:19 Building an experience-centered culture from the inside out
18:07 Why so many contact center transformations fail
26:04 Breaking through data silos and system challenges
33:48 How to avoid shiny-object syndrome in tech adoption
36:17 Using AI to empower agents and elevate experience
40:09 Neal’s outlook on the future of customer experience and leadership
Connect with the speakers
Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/
Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/
Neal Dlin: https://www.linkedin.com/in/nealdlin/
🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast