Customer Driven with Chad McDaniel
27 episodes - English - Latest episode: over 3 years ago - ★★★★★ - 4 ratingsCustomers on your mind? Executive Chad McDaniel hosts this highly interactive show on everything related to customer success. Chad and his guests discuss all things impacting today’s customer leaders, while sharing their own unique insights and experiences. Chad is well known for leading Execs In The Know, one of the largest customer experience communities on the planet. Connect on best practices across the industry with unfiltered, unplugged conversations with leaders learning from leaders. Customer Driven, every episode.
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Episodes
How Process Analytics is Transforming the Future of CX and Operations Work
September 16, 2020 10:00 - 30 minutes - 35 MBWelcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Andrew Kortina, Co-Founder and Co-CEO at Fin Analytics, a comprehensive measurement platform for operations work. CX operations “results metrics” (things like CSAT, NPS, handle time, close rate) are a good indicator of what’s happening, but not necessarily why. Join Chad and Andrew as they discuss better ways to manage contact center operations and improve productivity using rich insights...
The Current Landscape of AI-Powered CX
August 05, 2020 09:00 - 35 minutes - 40.9 MBWelcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin, Chief Marketing Officer at SmartAction, an industry leader in developing and deploying purpose-built, AI-powered virtual agents for customer service. In this episode, Chad and Brian discuss the impact of the COVID-19 pandemic on self-service trends, as well as other topics including: The COVID-19 impacts on consumer behavior The current state of the human-to-AI interaction...
Making Meaningful Differences in Dramatically Changing Times with Jyllene Miller from Concentrix
June 24, 2020 10:00 - 37 minutes - 43.3 MBChad welcomes Jyllene Miller to discuss how Concentrix, a company that specializes in customer engagement and business performance, has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19. https://www.concentrix.com/ Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!
How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq
October 04, 2019 21:18 - 34 minutes - 40 MBWelcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Mike Myer, CEO and Founder of Quiq, a business messaging company in the customer service world. Hear Mike's unique perspective about the integration of these technologies into a successful customer experience. Chad and Mike also discuss: - Shift of preference of consumer adoption within self-service channels - Which industries are successfully adopting these technologies - Complex ...
Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman
August 22, 2019 08:00 - 35 minutes - 40.3 MBIn this episode of Customer Driven, Chad is chatting with Vicki Perryman, Senior Vice President of Humana. Humana is a global operations organization focused on enabling their members to utilize their benefits and access providers for the care they need. Chad and Vicki also discuss: - Her start with Ebay - Humana's main channels for Customer Engagement - How to utilize insights to drive customer satisfaction - How Humana determines when and what to outsource - What it means to beco...
Trends for Call Center Agent Staffing
July 11, 2019 09:00 - 33 minutes - 38.6 MBWelcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as difficulties in retaining the right hires. Chad and Scott also discuss: Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response) The importance of...
The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy
June 13, 2019 10:00 - 34 minutes - 39.7 MBWelcome to the latest episode of Customer Driven. In this episode, Chad is talking with Justine Santa Cruz, SVP of Enterprise & Retail at Satisfi Labs, an AI-powered Knowledge Management Platform. Justine brings a wealth of knowledge on the future of AI in Customer Experience and the overall evolution of customer communication channels. Chad and Justine also discuss the 5 most important questions to ask before buying or building any new technology for your brand. Please be sure to rate an...
Why Should I Care – How Blockchain is going to change the future of Customer Service Support
May 30, 2019 10:00 - 29 minutes - 33.8 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Jerry Leisure, VP of Customer Success with Forte Labs. Jerry has been in the Customer Service Leadership space for over 20 years and moved into the gaming space in 2016 with Kabam. Jerry has since joined Forte Labs, a platform company in the gaming space that allows game developers to easily utilize the security of blockchain technology. In this episode, Chad and Jerry discuss: Advantages...
The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett
May 16, 2019 10:00 - 29 minutes - 33.8 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Vicki Brackett, Employee Engagement Expert and author of the new book, The Leadership Toolbox. Vicki has had a long successful career helping call centers and other organizations emotionally engage their employees through improved Employee Experience practices. Vicki also talks about her recent interview with Forbes magazine, and suggestions on how to start implementing changes within your o...
Streamlining Agent Experience to Elevate Customer Experience with Sean Minter, Founder and CEO of AmplifAI Solutions
May 02, 2019 14:12 - 30 minutes - 34.6 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Chad is talking with Sean Minter, Founder and CEO of AmplifAI Solutions, an Employee Development and Performance Management company. Sean’s company utilizes AI-based technology to leverage machine learning to improve performance results and service experience. Chad and Sean discuss the current state of agent success in customer experience, and how to utilize data sets to replicate success and improve customer care acros...
Fan Creators – Driving Customer Service As A Differentiator
April 04, 2019 09:00 - 35 minutes - 40.2 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Sue Morris, Worldwide Customer Service Leader at Microsoft. Sue’s role at Microsoft has her overseeing over 11k Advocates that handle upwards of 46 Million customer service interactions each year. Since joining Microsoft, Sue has believed the company’s mission statement and the empowerment it brings to their employees is what consistently elevates their performance. In this episode, Chad...
How to Drive Internal Engagement and Interaction Models with Meaningful Results
March 14, 2019 12:32 - 34 minutes - 39.3 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Michelle Brigman, CX Director for 7-Eleven. Michelle shares her career experience revolving around customer feedback management system, making sense of the unique insights these tools provide and how this information can become invaluable in meeting your business goals around positive customer experience. Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!
How to Drive Emotional Connection in an Effortless Customer Experience
February 07, 2019 07:00 - 28 minutes - 32.8 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Michael Jones, Senior Director of Custom Care for Home Depot. Home Depot has been one of the pioneers in Customer Experience leadership but have always adopted the approach of investing in resources for their associates so that they can serve customers more effectively. In this episode, Chad and Michael discuss: How to leverage the value of contact centers to a broader organization Ga...
Corporate Insights – Understanding Corporate Strategies and Best Practices Benchmark Report
January 31, 2019 10:00 - 20 minutes - 23.9 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Chad analyzing the findings of the most recent edition of the Best Practices Benchmark Report, as well as Highlights from this year’s CXMB Series Corporate Edition report. In this episode, Chad delves into the topics of these reports, including: The biggest challenges companies struggle with most in its pursuit to provide an exceptional customer experience The one big change coming tha...
Imminent Impact of Automation on Customer Service, with Linda Crawford, CEO of Helpshift
January 17, 2019 16:05 - 31 minutes - 36.3 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast, Chad sits down with Linda Crawford, the CEO of Helpshift. Helpshift bridges the disconnect between conventional customer service channels like email andphone support and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. In this episode, Chad and Linda discuss: - Outlook of automation trends in 2019 - Difficulties aut...
Kicking Off 2019 with Execs in the Know
January 10, 2019 04:36 - 23 minutes - 27.4 MBA quick check in with Chad to review 2018 successes, plans for 2019, including our new online community, Know It All, and details about our National Leadership Forum, The Customer Response Leadership Summit, in New Orleans, February 4th-6th. For more information on our Summit, please visit https://www.execsintheknow.com/ Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!
Creating Personalized Customer Experiences
December 13, 2018 07:00 - 30 minutes - 34.5 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Joseph Ansanelli, a Partner at Greylock and the CEO at Gladly, a company who is reinventing customer service to put people back at the heart of it. In this discussion Joseph shares insights on the challenges of creating a personalized customer experience, the future of PCE in CX and our need for action as CX Leaders. In this episode, Chad and Joseph discuss: The problem with tickets ...
Understanding Customer Lifetime Value & Why It is Important
December 06, 2018 07:00 - 32 minutes - 37.2 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Mike Nessler, CEO of Argo Contact Centers, someone who understands the value of long-term customer relationships. Mike has a long track record of success in customer experience and brings some great perspective on a multitude of topics. In this episode, Chad and Mike discuss: - Designing your customer experience – including the functional groups and technology that you need to support th...
Rob Sutton, Senior Vice President of Customer Care at Vonage
November 29, 2018 07:00 - 32 minutes - 36.7 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Rob Sutton, Senior Vice President of Customer Care for Vonage. Rob’s career has revolved around his ability to effectively utilize his technological knowledge with his passion for a positive customer experience. Rob has sent the last 10 years with Vonage and has a unique perspective on the current state of technology and it’s role in CX. In this episode, Chad and Rob discuss: - Current st...
State of the State Call Center Outsourcing 2019
November 15, 2018 14:00 - 31 minutes - 36.2 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled State of the State Call Center Outsourcing 2019 features the Director of Global Vendor Performance for Hilton Hotels, John Billings. John has been in this industry for over 15 years and focuses on Reservations and Customer Care. With his extensive industry experience, John shares a wealth of knowledge during this conversation about the overall adoption and integration of outsourcing services ...
How 21st Century Fox is creating a Digital First Support Organization
November 08, 2018 14:00 - 40 minutes - 46.6 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled "How 21st Century Fox is creating a Digital First Support Organization” we speak with Michael Moore, the Executive Vice President of Customer Operations for 21st Century Fox. Michael is an experienced leader in Customer Operations and has been a leasing voice on CX over his last twenty years with big companies like Sirius XM and Time Warner. In this episode, Chad and Michael discuss: Mich...
A CEO’s Perspective towards Customer Support Automation
November 01, 2018 15:00 - 28 minutes - 32.4 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our series this week, entitled “A CEO’s Perspective towards Customer Support Automation” focuses on Artificial Intelligence and it’s role in the Customer Experience space. Tom Lewis is the CEO of Smart Action, an Artificial Intelligence company in the customer service space. Tom was recently part of the “Leveraging AI to transform CX” panel in Seattle wherein many industry leaders in the AI space discussed trends, changes a...
Antony Brydon, Co-Founder and CEO of Directly
November 01, 2018 13:00 - 16 minutes - 19.1 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our series this week, entitled “A CEO’s Perspective towards Customer Support Automation” focuses on Artificial Intelligence and its role in the Customer Experience space. Antony is the co-founder and CEO of Directly, a San Francisco based company that implements AI and machine learning platforms into the CX services of large companies like Microsoft, LinkedIn, Pinterest, and Samsung. In this episode, Chad and Antony d...
Lorraine Schumacher, Executive CX Advisor and CEM Evangelist at Clarabridge
October 25, 2018 18:00 - 28 minutes - 32.3 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lorraine Schumacher started in humble beginnings in IT with Verizon and capitalized on the opportunity to turn her varied experience into the position of her dreams as the CEM Evangelist at Clarabridge. In this episode, Chad and Lorraine discuss: Her thoughts on the current state of the Customer Experience industry. Advice on successful leade...
Lisa Stoner, Global Head of Support Operations at Uber
October 25, 2018 16:00 - 32 minutes - 37.3 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lisa Stoner is one of the top in the industry as the Global Head of Support Operations at Uber. She is currently responsible for Ubers’ solutions/contracts/workforce all over the world and she has had an amazing career over the last 20 years. In this episode, Chad and Lisa discuss: How her start in a call center led to a 20 year career with Conv...
Razia Richter, Founder and CEO of RetailPivot Consulting
October 25, 2018 14:00 - 30 minutes - 34.4 MBWelcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership. Razia Richter has been an integral member of leadership for Customer Experience teams for large organizations and has since founded her own consulting firm, Retailpivot Consulting, focusing exclusively on CX. She is also the Co-Founder and Managing Partner of CXActivate. In this episode, Chad and Razia discuss: How her 26 years with Petco set up the dri...
Crystal Collier, Head of Strategy, Program and Insights at Electronic Arts
October 22, 2018 23:48 - 28 minutes - 32.5 MBWelcome to the first episode of Customer Driven with Chad McDaniel! Our first few episodes are focused on Women in CX Leadership and our first guest, Crystal Collier, Head of Strategy, Program and Insights at EA Games, is a wonderful example of forward-thinking leadership in this industry. Her 20-year career has been devoted to transforming the Customer Experience by improving the interaction between employees and customers in a variety of industries and she shares those insights today. I...