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 

In this BONUS episode of the My Curious Colleague - #cpgcx Podcast, Denise and @Ibrahiem Atshan (Abe) discuss a Sneak Peek of the upcoming SOCAP/Society of Consumer Affairs Professionals’ Data and Analytics Workshop. Abe provides a line of sight into the workshop sharing insights into the event's structure, key sessions and the generous event sponsors.

Abe also reflects on his journey to becoming the President of the Northeast Regional chapter of SOCAP, emphasizing the value of volunteering and leadership. The conversation also delves into the significance of AI in customer experience and the role of data analytics in driving business decisions.
 

Chapters

00:00 Introduction to SOCAP and the Data & Analytics Workshop

04:14 Abe's Journey to Leadership in SOCAP

07:48 Details of the Upcoming Data & Analytics Workshop

11:55 Exploring AI in Customer Experience

14:48 Benchmarking and Data Analytics Insights

 Sponsorships

This episode is sponsored by @SOCAP – the industry group for Consumer Affairs Professionals. “Come for the knowledge, Stay for the network.”  Check out all the benefits of becoming a member at socap.org

#socapinternational

In Episode 110 of the My Curious Colleague Podcast...Denise Venneri (host/creator of the pod) discusses the importance of effectively reviewing packaging artwork in the consumer relations role. Denise emphasizes the need to approve and create artwork that can reach consumers, And provides guidance on specific information to focus on, such as contact details, hours of operation, and language support. She also highlights the importance of checking nutrition facts, ingredient statements, allergen information, and preparation instructions. 

Thoughts:

• Effectively reviewing packaging artwork is important in the consumer relations role to ensure it can reach consumers.,,!
• Focus on specific information like contact details, hours of operation, and language support.
• Check nutrition facts, ingredient statements, allergen information, and preparation instructions for accuracy and clarity.
• Be close to the brand and consumers to identify potential issues and improve the product's appeal and avoid confusion

Chapters

00:00 Introduction: The Importance of Reviewing Packaging Artwork in Consumer Relations

02:49 Checking Specific Information in Packaging Artwork

04:10 Ensuring Accuracy and Clarity in Nutrition Facts and Ingredient Statements

05:36 The Significance of Preparation Instructions and Allergen Information

06:34 Being a Second Pair of Eyes for Consumer-Friendly Packaging

07:03 Considering Romance Language, Recycling Information, and Front-of-Pack Design 

🔬In this conversation Ep #109 of the My Curious Colleague CPGCX podcast, Denise Venneri🔍My Curious Colleague and Tamanna Ramesh, MS, MBA discuss working effectively and successfully with product developers in the contact center. Tamanna shares her background in food science and product development, as well as her passion for empowering women and minorities in STEM.

They explore product development key concepts plus the process of product development, from generating ideas to commercialization, and the importance of collaboration between product development and consumer affairs.

Link to episode in Comments below...

Special Offer: Tamanna offers a special opportunity for listeners to consult with her on their career challenges & questions. The first 5 listeners who reach out to Tamanna Ramesh, MS, MBA via DM on LinkedIn https://lnkd.in/gSD5Q9qu will have the opportunity for a free 15-20 minutes consultation w/Tamanna to discuss pressing career questions and gain strategic guidance. Tamanna's side passion project is owner/coach at Spark Career Services. www.sparkcareerservices.com

Chapters

00:00 Introduction and background

02:48T he importance of relationships in the contact center

05:09 The process of product development

07:45 Key concepts in product development

16:16 Collaboration between consumer affairs and product development

19:05 Career coaching opportunity with Tamanna Ramesh

* product development, contact center, collaboration, consumer affairs, food science, STEM, innovation, sensory attributes, line extension, specifications 

🎆My new podcast episode #108 of the My Curious Colleague 🔍 #CPGCX  podcast is now available! Listen in as Andrea C. McLean, MA, BCC, CPEC , Founder at ACM Coaching Group and I delve into the world of personality assessments and coaching.

🔗Links here: https://lnkd.in/g42HNUrp

https://lnkd.in/e738cff

A couple of highlights:

🌟 Discover the power of self-awareness and growth with personality assessments! P.S. take the PrinciplesYou assessment tool for Free!

🚀 Join Andrea McLean on the podcast for insights into coaching and unlocking your potential.

How to take the (free) PrinciplesYou assessment: https://principlesyou.com/

Offer:  First 10 people to DM Andrea, get a choice of a free 15-minute debrief session with her after taking the PrinciplesYou Assessment , or a copy of her book Decide to Be Your Future Self.

In this episode, #107, Denise and Nicole Nutile of Wiley discuss how to incorporate sustainability or "going green" into daily life and the workplace, emphasizing the importance of small, impactful changes. 

Nicole Nutile shares her journey from working in operations to becoming the global co-chair of the Wiley Green Group, driven by her passion for eco-friendly practices. She highlights surprising statistics about plastic pollution and other types of litter, emphasizing the urgency of environmental action. 

Additionally, Nicole offers a free PDF on the United Nations' Sustainable Development Goals, inviting listeners to DM her or Denise on LinkedIn to get a copy and start making a difference today.

Hello My Curious Colleagues! This Tuesday 6/11/24, on Episode #106 of the My Curious Colleague Podcast, I’m Curious about…Creating FAQs that Boost your Agent’s Confidence & Your Consumers’ Experience. 

🌟 Tune in to discover how to craft the perfect FAQ that empowers your agents and enhances your consumer's experience. 

Here's a sneak peek of some of what you'll learn:

🔹 🗣️Voice Matters: Ensure your FAQs reflect your brand's voice, especially for social media channels.

🔹 🔐 Transparency is Key: Balance sharing necessary information while keeping proprietary details confidential. 

🔹 💪 Empower Your Agents: Equip your team with up-to-date product info and images to boost their confidence and engagement. 

Don't miss this episode, packed with actionable tips to elevate your contact center! 🚀

🔗 Check it out now: www.mycuriouscolleague.com P.S. Visit my new website for past episodes, YouTube videos, and grab your free official sticker! 🎉

SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 

 TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/106-curious-about-creating-faqs-that-boost-your-agent-s-confidence-your-consumers-experience/transcripts

#contactcenter #customerexperience #faq #customerengagement

#cpgcx #marketingtips  #podcast 

In this week’s episode, I'm Curious about…”Supporting the Food Service side of the business in the Contact Center .” My guest, @Victoria Cherne, is a true Pioneer in this area. Vicky is Manager of Consumer Affairs and Customer Concerns at Land O'Lakes and active on the Board of Directors of our industry group, @SOCAP (Society of Consumer Affairs Professionals) as VP, Member Services. 

Links here to Episode #105: 

Apple Podcast: https://lnkd.in/eg8CASq

Spotify: https://lnkd.in/eqSQKJx

Here's some highlights of what we discussed:

🔄 Dual Support Dynamics: We explored the merging of retail and food service responsibilities, predicting a future where all consumer CPG colleagues handle both sides due to evolving service models.

🤝 Best Practices: Vicky emphasized the importance of building strong internal relationships and detailed how her team manages complex food service interactions, highlighting their project management approach.

📈 Future Outlook: We discussed the growing trend of combining retail and B2B business models, which can expand agent skill sets and improve quality tracking across products.

SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 

TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/105-curious-about-supporting-the-food-service-side-of-the-business-in-the-contact-center-w-vicky-cherne-manager-of-consumer-affairs-and-customer-concerns-at-land-olakes/transcripts

#podcast #consumerrelations #consumeraffairs #foodservice #cpg

#socapinternational 

This week on Ep #104 I'm Curious About...On-Shoring to Blended Shoring & Everything in Between: Contact Center Operations Set-up Options w/Michael Ferrari, Chief Client Officer - Avantive Solutions

🌍 Explore new horizons: Discover the benefits of various operations set up -  onshore, offshore, nearshore and blend shoring - to enhance customer support and efficiency.

💡 Think outside the box: Learn how innovative strategies like blend-sourcing can revolutionize your approach to outsourcing and drive success.

📈 Elevate your business: Hear real-life examples of how companies are achieving remarkable results by embracing flexible outsourcing models. 

TRANSCRIPT LINK: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/104-curious-about-on-shoring-to-blended-shoring-in-between-contact-center-operations-set-up-options-w-michael-ferrazi-chief-customer-officer-avantive-solutions-inc/transcripts

#outsourcing #blendsourcing #customerexperience #cpgcx #cx 

🚦 My guest is my colleague, Chris Drury, Director of Customer Care at Blount Fine Foods.  Chris has quickly made his mark & his contributions to the Consumer Care Industry and currently serves as President of the SOCAP Board of Directors…

We both share an interest in – to quote Chris – “leveraging data to build continuous improvement in product design” and we’ll be digging in (you know I love the details…!) how this comes to life via a “Traffic Light Report” Chris developed. 

 
Come back here on Tuesday 5/14/24 to take a listen to the FULL episode: 

Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
 

#consumerrelations #cpgcx #caringdeeplyforyourconsumers #consumercarereporting #socap