In the latest podcast episode (#120), we explore how replacing static web forms with an interactive bot Contact Us form can transform consumer engagement and streamline contact center operations. My colleague, @john Calhoun, Consumer Services Manager, at @McKee Foods Corp is here to help me with this topic.

🔗Podcast link of the @my curious Colleague podcast here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157

• 🎯 Enhanced User Experience: Find out how an interactive bot form transforms the traditional “contact us” experience into a dynamic, conversational journey.

• 📈 Continuous Improvement: Hear about the roadmap for evolving these tools—from enhancing user experience to integrating live chat and AI-driven insights planned for down the road.

I should mention, John is also a leader in his industry group, @socap international as the VP of Membership in the Southwest Region.

This week, I continue my deep dive into “knowledge in the contact center”—but this time, we're exploring a crucial aspect: Knowledge Operations.  Joining me for the 2nd episode (#119) in this series is my colleague @Greg DeVore, co-founder of @ScreenSteps, who shares his expertise on how we can rethink training and knowledge transfer for contact center agents.

🔗Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157

Key takeaways:
Reframing the Problem – Instead of focusing on teaching and memorization, Greg suggests we should focus on knowledge transfer, giving agents the tools to access what they need, when they need it.
📉 Cutting Onboarding Time by 10 Months – By shifting to a "Find and Follow" methodology, one company reduced agent proficiency time dramatically!

🤖 AI Needs Better Data – AI is only as good as the knowledge it's fed. The key is structuring and updating that knowledge so AI delivers reliable, actionable insights.

If you're looking for smarter ways to train and support your agents, don’t miss this conversation! 🎧

📖 Want to dive deeper? Check out Greg's book, Find & Follow, available on Amazon.
📌 Connect with Greg: Find him on LinkedIn or visit ScreenSteps.com to learn more.

#contactcenter #knowledgemanagement #ai #traininginnovation #cpgcx

🏓This week I'm Curious About... Retirement — it’s a word that often comes with mixed emotions. For many, it’s long-awaited freedom. For others, it’s an uncertain transition. But what if we started thinking about retirement not as a finish line, but as a journey of reinvention?

In the latest episode (#118) of My Curious Colleague 🔍 #CPGCX     Podcast, I had the pleasure of speaking with Judy Freedman, a former colleague at The Campbell's Company, lifestyle blogger, and top blogger for women over 50. 

Judy retired early at 55, and over the past 12 years, she’s embraced an evolving retirement — one filled with blogging, yoga, travel, pickleball, and even becoming a grandmother! 🎉

A few key takeaways from our conversation:

✅ Retirement is a "rhythm", not a rigid plan —it evolves over time.

✅ Ask yourself: "What brings me joy?" —big or small, make space for it.

✅ You don’t have to have a schedule right away —embrace the freedom!

✅ Finances matter, but so does purpose —some work by necessity, others by choice.

✅ Social connections are key —new hobbies and activities bring new friendships.

Judy’s perspective reminded me that retirement isn't about stopping, but about shifting. 

Contact info: Wanna connect with Judy...? https://www.linkedin.com/in/judyfreedman1/ 

Interested in subscribing to her blog: www.aboomerslifeafter50.com

#retirementjourney #reinventingretirement #cpgcx #lifelonglearning

This week I’m Curious About… Retention & CX in the DTC CX Space.  In this new episode (#117) of the @my curious colleague podcast I chat with @Eli Weiss- a Retention & CX Thought Leader - about the dynamic world of consumer care and retention in the direct-to-consumer arena..!

🔗Podcast link here: https://lnkd.in/gYr8uKPf

Key Highlights:
 Eli shares the secret sauce to retention: understanding your customers' needs and creating genuine connections, rather than just pushing for sales. 
 Discover how blending AI with human touch can elevate customer experiences, ensuring that every interaction is both efficient and empathetic! (Psst… how empathetic do we want AI to be vs. us humans..?)
 Learn an example of how successful brands craft a cohesive communication strategy, seamlessly integrating email and SMS to truly engage their customers.

To learn more about Eli and subscribe  – Check out his LinkedIn Page https://www.linkedin.com/in/eliweisss/  and sign up for Eli’s Newsletter at https://www.eliweisss.com/subscribe.com. To learn more about @yotpo where Eli is VP of Consumer Retention Advocacy, go to yotpo.com

 #podcast #customerexperience #retentionstrategies #directtoconsumer #cpgcx

🔍 This week, I’m looking into the world of knowledge management systems in the contact center and its emerging role today. My guest on Episode #116 of the @my curious colleague podcast is my colleague, @Vicki Brackett, Chief Knowledge Officer at @Knowledgely. We also touch on how AI and modern frameworks are reshaping knowledge bases and making customer support more efficient & more effective for all. 

Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157

Highlights: 
🔹 From binders & sticky notes to sophisticated AI-powered systems – the evolution of knowledge management and how it impacts agent performance 
🔹 The three pillars of knowledge management – ensuring agents, customers, and integrated systems have access to the right information at the right time 
🔹 The Biggest Misconceptions About AI – Why it’s not just plug-and-play and how organizations must structure it for success.
Tune in to hear Vicki’s insights on the future of knowledge management…! 

For more information and to connect with Knowledgely and Vicki go to [email protected]

#knowledgebase #customerservice #contactcenter #aiintegration #knowledgemanagement

👑In this podcast episode #115, @Nicole Nutile, Board Chair of SOCAP for 2025, shares insights about the consumer affairs industry's future, the role of technology, and the upcoming major shifts for @SOCAP. With a focus on embracing technology, AI, transparency, and accessibility, SOCAP aims to create a more impactful, streamlined experience for its members through enhanced events and leadership.

Key Takeaways:

💡 SOCAP’s 2025 Vision: Emphasizing AI, transparency, and accessibility to keep up with evolving customer service trends.

🤖 Embracing AI: SOCAP sees AI as essential for its future growth, likening its integration to the early days of the internet. Nicole provides a funny Today Show thought from the early days of the internet!

🎤 National Conference Shift: SOCAP is consolidating its events into a single major conference, aimed at creating a stronger impact and broader audience.

🌍 Getting Involved: For newcomers, volunteering within SOCAP is a flexible way to expand your professional network without heavy time commitments.

📔Mark your calendars for this Tuesday, 2/11/25 to listen in to her episode (#115) on the My Curious Colleague 🔍 #CPGCX podcast. Nicole also is Customer Success Lead at Wiley, as well as SOCAP International's Board Chair this year. 

Podcast link: https://lnkd.in/gYr8uKPf

#podcasst #cpgcx #socapinternational #socap2025 #aiincx #customerservice #leadership #networkingopportunities #socapevents

👨🏼‍🎓 This week, I had an insightful conversation with Bill Hartford, VP of Business Development at The Connection Company, on how text and chat technologies are supporting student enrollment in higher education. We explored how text and chat platforms are transforming the way colleges and universities engage prospective students and boost enrollment rates.

Here are the key takeaways from our chat w/stats per Bill:
🔑 Boosting Enrollment with Speed & Personal Touch:
• Immediate engagement through live chat makes universities 400x more likely to secure enrollments within the first 5 minutes of contact. Fast response time is critical!

🔑 Texting Takes It Further:
• Texting allows schools to re-engage prospective students, with up to 15% conversion after 30 days – creating valuable opportunities for long-term connections.

🔑 Empathy & Expertise Over Chatbots:
• Live agents, with real-time access to a school’s knowledge base, offer a higher level of personalized, empathetic service compared to AI chatbots, which ultimately drives more enrollments.

🔑 Flexibility for Both Students and Agents:
• The Connection Company supports 24/7 engagement with flexible scheduling for their agents, which is key to their success in serving a diverse, remote workforce.

If you’re curious about how text and chat technologies can improve your lead engagement strategies, check out my conversation with Bill Hartford. Don’t miss this opportunity to rethink how you connect with prospective students ... AND, if how this might inform your channel strategies in other industries ie CPG! 🎧   

Bill's (ie William's) LINKEDIn link: linkedin.com/in/xpertvendor

Thanks again Bill for sponsoring this episode...!

#highereducation #texting #leadgeneration #customerengagement #cpgcx #podcast #innovations #studentenrollment #textmarketing  #customerengagement #leads #enrollment #studentrecruitment #digitaltransformation #edtech #educationtechnology #remoteagents #studentengagement #educationmarketing #marketingstrategies

I'm thrilled to share the latest episode (#113) of the @My Curious Colleague podcast…. Join me for my (5) “Musings” where I look back and reflect forward on consumer engagement..!

• The Importance of a Seat at the Table: Why consumer focus is now non-negotiable for brands.
• The Rise of New Channels: Exploring the impact of ratings and reviews as the new frontier in consumer engagement.
• Trends Tracking: Being aware of the macro and micro trends that could affect your operations in the contact center.
• Evolving Reporting Structures: How the reporting landscape has shifted towards a more consumer-centric model.
• Consumer Insights: What the future may look like ie more holistic.

Tune in for thoughts IMHO may give you something to chew on as you plan your approach to consumer care in 2025! 🌟

in the news...! I'm honored that My Curious Colleague podcast has been featured in FeedSpot Top 70 CPG Podcasts (#16). Check it out:  Top 70 CPG Podcasts   Thank YOU!

#mycuriouscolleague #podcast #consumerengagement #cx #cpg #cpgcx

I'm thrilled to dedicate my first podcast episode of 2025 of the My Curious Colleague Podcast to Front Line Agents in the Contact Center.  

🌟 This week, I sat down with @Beryl Krinsky, Founder of @B.Komplete to explore mindfulness practices and their role in supporting mental health, especially in high-stress environments like contact centers.

From navigating the challenges of corporate wellness to launching her own school, Beryl brings a wealth of experience and wisdom. Together, we discussed simple yet impactful ways to incorporate mindfulness into daily routines—whether you're a contact center agent, a business leader, or just someone seeking balance.
💡 Highlights include:
🔹 The "Five Senses Practice" to instantly reduce stress.
🔹 The surprising health benefits of mindful breathing.
🔹 Practical tips to fit mindfulness into a busy day—even in 10-second intervals!

This episode is perfect for anyone curious about making mental wellness a priority in 2025. Let’s start the year with intention and simplicity!

📖 Listen to the full episode and let me know in the comments: How do you practice mindfulness in your day-to-day life?
#mindfulness #podcast #consumerrelations

TIP: mark this episode about midway thru and work thru a mini mindfullness exercise with Beryl guaranteed to make you feel good...! 

Hello, My Curious Colleagues...! In this week’s “Curiously Quick” episode (#111) on the @My Curious Colleague podcast, I share my thoughts on AI in consumer relations and the contact center. My thoughts, albeit brief, are covered in three key areas. Listen to today’s episode for more details and in these past episodes noted here:

1. Helping the Agent—exploring Voice AI, Agent Assist, and Reason Codes (Ep. #82, Speech Analytics with CalZilla).
2. Helping the Consumer—from chatbots to virtual assistants (Ep. #95 with Joe Mazer, Michelin Tires).
3. Brand & Quality Insights—insights via sentiment analysis and trend identification (Ep. @91 with Gotham at Yogi).

Listen in to get a worker bee’s perspective on AI’s potential for smaller teams and more. 🎧 

#NewPodcastEpisode #AI #ContactCenter #ConsumerRelations