Marc Bernstein and Michael Lamm discuss the convergence of technology and humans, how contact center technology can kill an acquisition, and offshore/nearshore best practices.  

Michael Lamm is the Co-Founder and Managing Partner at Corporate Advisory Solutions.

Marc Bernstein and Justin Robbins discuss breakthrough customer service, being a customer yourself, 4 core values, and the Peak-end rule.

Marc Bernstein and Shep Hyken discuss amazing customer experiences, dealing with customer problems and how to amaze a customer.  

Shep Hyken is the Chief Amazement Officer at Shepard Presentations, and author of "I'll Be Back: How To Get Customers To Come Back Again And Again" You can check his website to see his work on creating an amazing customer experience.

Marc Bernstein and Mike Mixon and James Diel talk about revolutionizing SMS in the contact space, giving text bots personalities, and how RCS is transforming the SMS business world.  

 Mike Mixon is the Chief Revenue Officer of Textel and James Diel is the Founder and CEO of Textel.

Marc Bernstein and Annette Franz discuss why you need a service blueprint, the Amazon effect, customer experience vs. customer service, and how to visualize your customers' experience.

Annette Franz is the CEO and Founder of CX Journey Inc. She is also the author of "Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)"

Marc Bernstein and Colin Taylor discuss the evolution of omni channel, being where your customers want to be, and a focus on educating customers. 

Colin Taylor is the CEO of The Taylor Reach Group.

Marc Bernstein and Joey Coleman discuss acquisition Vs. retention, the harmony of a contact center, and human to human interaction in a contact center. 

Joey Coleman is the author of "Never Lose A Customer Again" and Chief Experience Composer at Design Symphony.

Marc Bernstein and Stephen Yap discuss Improving career progressions in contact centers, the revolution of the Insurance industry, insight on customer surveys, and expanding the talent pool in 2021.

Stephen Yap is the Research Director at the Call Centre Management Association, Insurtech Insights and Platform 195.

Rob Siefker and Marc Bernstein talk about the best way to start in the call center, why Zappos asks "What's your theme song?" in interviews, how customers are the best marketers, and Zappos' biggest contribution to the call center. 

Rob Siefker is the Senior Director of Customer Loyalty at Zappos and has been part of the Zappos family for 17 years. 

Marc Bernstein, host of the podcast, reflects back on what he's learned from his guests and adds his own commentary on their predictions.