Customer Driven with Chad McDaniel

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Sue Morris, Worldwide Customer Service Leader at Microsoft. Sue's role at Microsoft has her overseeing over 11k Advocates that handle upwards of 46 Million customer service interactions each year. Since joining Microsoft, Sue has believed the company's mission statement and the empowerment it brings to their employees is what consistently elevates their performance.

In this episode, Chad and Sue discuss:

• How the gig economy is positively impacting workflow within Microsoft
• Microsoft's closed loop feedback system and how it improves both the customer and employee experience
• How Microsoft is looking to emulate the best practices of their most successful Customer Service Advocates
• Understanding the best opportunities to turn a regular customer into an avid fan of your brand

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Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Michelle Brigman, CX Director for 7-Eleven. Michelle shares her career experience revolving around customer feedback management system, making sense of the unique insights these tools provide and how this information can become invaluable in meeting your business goals around positive customer experience.  

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Michael Jones, Senior Director of Custom Care for Home Depot. Home Depot has been one of the pioneers in Customer Experience leadership but have always adopted the approach of investing in resources for their associates so that they can serve customers more effectively.

In this episode, Chad and Michael discuss:

• How to leverage the value of contact centers to a broader organization
• Game changing approaches to the workforce management

• Delivering a best in class environment for our most valuable resource: our people
• Defining the Customer Experience model and ensuring that stakeholder buy in occurs…. Looking at the contact center beyond a cost center
• Showing and providing the ROI to have a 'seat at the table' in decision shaping and decision making
• Leveraging tools to lower Cost per Contact (Speech Analytics, Agent facing AI, real time training and coaching tools, etc.)

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Chad analyzing the findings of the most recent edition of the Best Practices Benchmark Report, as well as Highlights from this year's CXMB Series Corporate Edition report.

In this episode, Chad delves into the topics of these reports, including:  

• The biggest challenges companies struggle with most in its pursuit to provide an exceptional customer experience
• The one big change coming that organizations think will have the most positive impact on the customer experience
• Organizations' successful past initiatives to create greater ease for customers navigating across channels
• The critical questions brands should be asking themselves
• Areas where leaders would like more education and development in CX

For a copy of the most recent Best Practices Benchmark Report please email Chad directly at [email protected]

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Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast, Chad sits down with Linda Crawford, the CEO of Helpshift. Helpshift bridges the disconnect between conventional customer service channels like email andphone support and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication.

In this episode, Chad and Linda discuss: - Outlook of automation trends in 2019 - Difficulties automation may face going forward - The best place to start with integrating automation into your business - How to best prepare for your customers many preferences in handling customer service issues

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A quick check in with Chad to review 2018 successes, plans for 2019, including our new online community, Know It All, and details about our National Leadership Forum, The Customer Response Leadership Summit, in New Orleans, February 4th-6th.  For more information on our Summit, please visit https://www.execsintheknow.com/  Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Joseph Ansanelli, a Partner at Greylock and the CEO at Gladly, a company who is reinventing customer service to put people back at the heart of it. In this discussion Joseph shares insights on the challenges of creating a personalized customer experience, the future of PCE in CX and our need for action as CX Leaders.

 In this episode, Chad and Joseph discuss:

• The problem with tickets and case numbers in the CX experience
• The explosion of messaging app support and consumer expectation
• How JetBlue is effectively leveraging Gladly to improve the CX experience for their consumers
• How to battle the Amazon effect with customer service
• Current trends in CX and their long term viability

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Mike Nessler, CEO of Argo Contact Centers, someone who understands the value of long-term customer relationships.  Mike has a long track record of success in customer experience and brings some great perspective on a multitude of topics.

In this episode, Chad and Mike discuss: - Designing your customer experience – including the functional groups and technology that you need to support the ideal customer experience. - Putting the right impact metrics in place and clearly defining the metrics each group must manage to deliver on the end experience. - Ensuring people are supported with the right technology to engage, teach, grow and enable their success. - How thinking short term and layering technology can be one of the worst mistakes CX Leaders can make - The secrets to integrated multiple CX technologies in the most effective ways possible.

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Rob Sutton, Senior Vice President of Customer Care for Vonage. Rob's career has revolved around his ability to effectively utilize his technological knowledge with his passion for a positive customer experience. Rob has sent the last 10 years with Vonage and has a unique perspective on the current state of technology and it's role in CX.

In this episode, Chad and Rob discuss: - Current state of technology in CX, including the struggles and potential ways to improve - What service leaders need to be doing to continue to improve the CX experience in regards to technology -Understanding your customer and your customers' needs -Assessing the current state of talent in the Customer Experience world

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled State of the State Call Center Outsourcing 2019 features the Director of Global Vendor Performance for Hilton Hotels, John Billings. John has been in this industry for over 15 years and focuses on Reservations and Customer Care. With his extensive industry experience, John shares a wealth of knowledge during this conversation about the overall adoption and integration of outsourcing services in the customer experience.

In this episode, Chad and John discuss:

• trends and the change evolution of Call Center outsourcing
• how to determine when best to outsource talent versus investing in developing solutions in house
• how to align yourself with the right outsourcing partners
• concerns for the future of Call Center outsourcing and addressing potential issues

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