Between advanced AI-driven solutions, low-code capabilities, and self-service options, there are plenty of new customer service technologies to be excited about. But striking the right balance between your existing tech stack and the latest advancements could mean the difference between high customer satisfaction and high technical debt. Listen as service tech experts Sean Callahan, Chris Contreras, and Stuart Chandler talk the best approach to going modern, strategically.     Key Takeaways: [3:31] While many of us are generally understanding and personable as customers, that’s not a ..read more

Healthcare makes a huge difference in people’s lives – and so should its customer service. Customer-centric service that better cares for policyholders, doesn’t waste their time, and gives them more options can all add up to greater satisfaction and – with the right technology – even identifying symptoms over the phone. Just ask Ingrid Lindberg and Steve Decker, an unlikely duo who worked together to overhaul the customer service at a leading health insurance company. Listen to their story of transformation and how they used customer insights, operations data, and more to discover what really ..read more

As the options in customer service expand, opening self-service channels through email, text, and web, it might seem like the role of the service agent is becoming less necessary. Think again. According to customer experience strategist Adam Toporek and customer service expert Nate Brown, the value of human interaction is higher than ever – if it’s used strategically. Listen as our guests discuss the right blend of automaton and human contact, getting creative when attracting talent, the importance of soft skills, evolved ways to capture insights, and more.   Key Takeaways: [2:04] We are ..read more

Let’s face it: Customer service is going through an overhaul. The days of sidelining real human needs and playing catch-up to the latest advancements in service technology are over. Listen as Jeannie Walters, a customer service expert and consultant, dives deep into how far service has come and where it’s headed now that we have the tools and insights to deliver efficient, empathetic experiences across the board.   Key Takeaways: [02:42] Jeannie didn’t start out as a customer service expert, but her experience in one company changed her trajectory when she noticed a major oversight in the ..read more

Customers are sick of old marketing strategies. And today’s best marketers aren’t just telling customers they care—they’re putting their MarTech where their mouth is. Join Tara DeZao, Director of Product Marketing in AdTech and MarTech at Pegasystems, and award-winning inclusive marketing consultant and founder of the African American Marketing Association, Michelle Ngome as they share how you can make the most of MarTech by putting customers first.    Key Takeaways: [1:46] Traditional marketing technologies can be very static. With AI, you can create customer journeys in real-time t ..read more

Reaching core customers in the fastest, most effective way, is the goal. Using personalized marketing experiences through automation is how you’ll get there. Join Founder and CEO of Black Girl Digital, LaToya Shambo, and Director of Content and Web Strategy at Vendavo, Morgan Short as they unpack how automation and current martech trends are shaping the future of marketing.   Key Takeaways: [4:31] Latoya discusses how it’s a great opportunity right now for brands to connect directly with audiences, through the lens of influencers. [4:47] The best future campaigns are the ones that bring m ..read more

Modern marketing leaves little to chance. It’s evolved to utilize data-driven targeting to know precisely what people want. And that evolution is ongoing. Join managing directors David Steuer and Jeremy Woodlee from Accenture as they discuss where MarTech is taking the industry.   Key Takeaways: [2:13] David discusses the need to drive personalization for the customer experience in real-time.  [4:26] Both AdTech and MarTech need to deliver campaigns to customers using an omni-channel approach utilizing multiple customer touchpoints in the burgeoning age of personalization. [5:51] As ..read more

Operational problems aren’t going anywhere; they’re growing. How can leaders keep loyal talent motivated when the dreaded skills gap keeps evolving? Juggling employee development and making a profit, while also doing good is no easy task. Yael Kaufmann, co-founder, and COO of LearnIn, Bob Chapman, CEO of Barry Wehmiller – a manufacturing company – and Stacy Cline, Senior Director of Corporate Social Responsibility and Sustainability at GoDaddy are with us to share their perspectives on how they’re facing these issues head-on.    Key Takeaways: [2:14] As companies look to be able to f ..read more

2020 made us realize that challenges bigger than we ever expected could happen at any moment. So how do we ensure we’re prepared for whatever environmental threats may impact how we do business in the future? Listen as Richard Seline, co-founder of the Resilience Innovation Hub, talks about the importance of having proactive operations measures in place to be ready for anything. Plus, learn about the benefits from an insurance perspective, how to rethink instant gratification, and what it will take to build a sustainable, supportive business.   Key Takeaways: [1:44] Our environmental cond ..read more

In this episode, host Francis Carden welcomes two experts in the field of data protection and cybersecurity. Jody Westby is the CEO of Global Cyber Risk LLC and Chair of the American Bar Association’s Privacy and Computer Crime Community, and Katryna Dao is the founder and CEO of the award-winning personal data platform, Meeco. Together, they walk us through the way to a safer cyber future and outline some valid cybersecurity concerns in our rapidly advancing automated world.   Key Takeaways: [2:20] Katryna wanted an equitable data ecosystem where everyday people would have a bit more con ..read more