Customer Driven with Chad McDaniel

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled "How 21st Century Fox is creating a Digital First Support Organization" we speak with Michael Moore, the Executive Vice President of Customer Operations for 21st Century Fox. Michael is an experienced leader in Customer Operations and has been a leasing voice on CX over his last twenty years with big companies like Sirius XM and Time Warner. In this episode, Chad and Michael discuss:

• Michael's beginnings at large companies like Sirius XM while he lived on the east coast, and how it led him to his newest role with 21st Century Fox in LA.
• What 21st Century Fox is doing to gain a foothold in competitive world of digital streaming platforms.
• Benefits customers have come to expect from their digital streaming services and how it plays in to the general customer experience
• Challenges of customer adoption of a more recently established digital streaming service
• Michael's words of wisdom on creating customer success within any organization

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our series this week, entitled "A CEO's Perspective towards Customer Support Automation" focuses on Artificial Intelligence and it's role in the Customer Experience space. Tom Lewis is the CEO of Smart Action, an Artificial Intelligence company in the customer service space. Tom was recently part of the "Leveraging AI to transform CX" panel in Seattle wherein many industry leaders in the AI space discussed trends, changes and the future of Artificial Intelligence in the CX space.

In this episode, Chad and Tom discuss:

• Pressing matters and needs of large companies and how AI can help solve
• Utilizing AIs to reduce redundancies within the CX process.
• How to determine where and when to invest and buy versus build
• How to best determine the ROI for your AI technology
• How best to approach data cleanliness and security
• What emerging technologies will be changing CX in the near future

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our series this week, entitled "A CEO's Perspective towards Customer Support Automation" focuses on Artificial Intelligence and its role in the Customer Experience space. Antony is the co-founder and CEO of Directly, a San Francisco based company that implements AI and machine learning platforms into the CX services of large companies like Microsoft, LinkedIn, Pinterest, and Samsung.

In this episode, Chad and Antony discuss:

• The gig economy and everchanging landscape of a fluid workforce
• Continued evolution of AI and machine learning
• Digital workforce and the gig economy and how it can change the customer experience
• Why automation has faltered while AI has continued to trend upward
• Is the gig economy a trend?
• How to approach further implementing AI for your customer experience

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Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lorraine Schumacher started in humble beginnings in IT with Verizon and capitalized on the opportunity to turn her varied experience into the position of her dreams as the CEM Evangelist at Clarabridge.

In this episode, Chad and Lorraine discuss: 

• Her thoughts on the current state of the Customer Experience industry.
•  Advice on successful leaderships disciplines for the CX Industry
•  Her career success in the CX Industry and what has compelled her to move constantly move forward
•  Core competencies that are essential to succeed in this space
•  Positive lessons learned from failures throughout her career
•  Finding your discipline that aligns with you're passionate about.

Books discussed in today's conversation Leadership Secrets of Attila the Hun – Wess Roberts, PhD Chief Customer Officer 2.0 – Jeanne Bliss  The Ultimate Question 2.0 – Fred Reichheld with Rob Markey The Effortless Experience – Matthew Dixon Would You Do That to Your Mother? – Jeanne Bliss Fearless Leader – Chris Baron Ready to be a thought leader? – Denise Brosseau Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lisa Stoner is one of the top in the industry as the Global Head of Support Operations at Uber. She is currently responsible for Ubers' solutions/contracts/workforce all over the world and she has had an amazing career over the last 20 years.

In this episode, Chad and Lisa discuss:

•  How her start in a call center led to a 20 year career with Convergys led to her setting up operations in India and having a hand in the launch of the initial iPhone.
•  Thought on leadership philosophies from a female perspective in CX Leader
•  What attributes and strength have led her to ascend through the ranks throughout her career
•  Expected shifts in technology trends in CX over the new few years
•  How her customer service acumen has translated into community service work with children
•  Advice on how to continue to grow and succeed in CX Leadership

  Books discussed in today's conversation End of your Life Book Club – Will Schwalbe Please be sure to rate and subscribe on Apple Podcasts, Spotify and Stitcher!

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership. Razia Richter has been an integral member of leadership for Customer Experience teams for large organizations and has since founded her own consulting firm, Retailpivot Consulting, focusing exclusively on CX. She is also the Co-Founder and Managing Partner of CXActivate. 

In this episode, Chad and Razia discuss:

• How her 26 years with Petco set up the driving passions of her career, culminating in Chief Customer Officer
• The start of the Chief Customer officer/integration into her company
• Competencies that CX Leaders need to get started and stay involved
• Benefits of Accelerated implementation methodology and Agile Project Management methods
• The Differences between Leaders and Managers
• How to implement changes in large organizations based on customer experience

Books discussed in today's conversation|The Ultimate Question 2.0 – Fred Reicheld and Rob Markey Chief Customer officer 2.0 – Jeanne Bliss Outside In – Harley Manning and Carey Bodine Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Welcome to the first episode of Customer Driven with Chad McDaniel! Our first few episodes are focused on Women in CX Leadership and our first guest, Crystal Collier, Head of Strategy, Program and Insights at EA Games, is a wonderful example of forward-thinking leadership in this industry. Her 20-year career has been devoted to transforming the Customer Experience by improving the interaction between employees and customers in a variety of industries and she shares those insights today. In this episode, Chad and Crystal discuss:

• What customer experience leaders need to be considering when leveraging technology
• Her initial inspiration to get involved in the customer experience world
• The important of listening and communication from different perspectives
• The important of self-reflecting on our behavior and missteps
• Advice to people starting off or looking to advance in CX Leadership

Books discussed in today's conversation Better - Atul Gawande Complications - Atul Gawande Checklist Manifesto - Atul Gawande The Power of Habit  - Charles Duhigg

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