In this episode of Your Call is Very Important to Us, hosts Tom Brannen and Vic Cooper tackle the concept of “enshittification,” a term popularized by author Cory Doctorow to describe the gradual decline in quality of products and services as companies prioritize profits over user experience. From the challenges of modern customer service to frustrating experiences with companies like Amazon, Uber, and T-Mobile, Tom and Vic break down how enshittification is impacting our everyday lives.

The duo dives into examples of hidden costs, deteriorating customer support, and sneaky monetization strategies that leave consumers feeling shortchanged. They also explore potential solutions, including the role of AI in improving service and the importance of competition in preventing monopolistic behavior.

This thought-provoking episode mixes humor, personal anecdotes, and sharp insights to shine a light on the growing pains of today’s digital economy—and what we can do to make it better.

Tune in for a lively discussion filled with relatable stories and actionable ideas for pushing back against enshittification!

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [email protected]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

In this episode, hosts Tom Brannen and Vic Cooper are joined by Joe Forte from NICE, who leads the public sector division. They delve into the intricacies of customer experience (CX) within the public sector, exploring why customer service often falls short compared to the private sector. Joe shares insights from his extensive travels and interactions with CIOs and CTOs, highlighting the challenges and opportunities in modernizing contact centers for government agencies.

The conversation covers the unique scale and complexities of public sector operations and the importance of efficient citizen engagement. They discuss the similarities and differences between public and private sectors, and the hurdles of migrating from legacy systems to cloud-based solutions.

The episode also tackles the emerging trends in higher education CX, emphasizing the need for consistent knowledge bases and the evolving role of AI in transforming customer interactions across various government services. The hosts and Joe discuss innovative strategies for improving citizen engagement and address the balance between leveraging data for better service and respecting privacy concerns.

Listeners are treated to compelling discussions on the role of AI, the shift towards omni-channel engagement, and the potential for innovation in public sector customer service. Join Tom and Vic as they uncover how AI and digital transformation are reshaping citizen experiences and the future of government services.

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [email protected]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

Kicking off a new season of the podcast, we take a quick look back before tackling the question of how AI is changing the landscape of CX. We also discuss how AI is revolutionizing not just customer service but also the way we think about, procure, and implement AI.  And Tom greatly oversimplifies the deployment of AI, though he has a good point.

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [email protected]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

In this episode, Vic and Tom discuss some of the most common CX mistakes they see and offer some thoughts on how to fix them.  Also, Vic channels a previous poor CX with AT&T and has to be bleeped as he relives the experience.

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [email protected]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

In this podcast, we discuss the upcoming Enterprise Connect Conference, why conferences still matter, what we are doing at EC, and why we are so excited to take the podcast on the road!

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [email protected]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

In this episode, we sit down with Brad Cleveland, know throughout the world for his insight into all things related to customer experience.  Brad is an industry veteran who is one of the leading recognized thought leaders and consultants, as well as a frequent speaker and author of several books.

Today, we discuss the important subject of leadership and why it such a critical element to providing a good customer experience. 

We also refer several times to his latest book, "Leading the Customer Experience" which we highly recommend for anyone working in the customer experience space.

https://www.amazon.com/Leading-Customer-Experience-Deliver-Outstanding/dp/1789666872/ref=sr_1_2?crid=1TZX9U1XOQT7C&keywords=brad+cleveland&qid=1673294368&sprefix=brad+clevelan%2Caps%2C135&sr=8-2

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [email protected]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

In this episode, we explore a tale of two chats - one that was excellent, and one that, well, sucked.  As more and more interaction go to chat, it is important for companies to not just support chat, but excel at chat.  Join us as we deep dive into these two experiences and break down the differences.

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [email protected]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

On our very first episode, we dive into the sad reality that customer service still stinks.  Why is this the case?  Why is this still a struggle despite large investments in upgrades and moving to the cloud?  Tune in as we begin the journey into why customer experience still sucks and what can be done to turn things around.

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [email protected]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/