Podcasts by CCW Digital: A Customer Service Online Platform

Ep. 161: Marketing Expert And Former WSJ Director Of Global Brand Marketing On The 360 Degree View from 2021-10-28T20:43:03

More times than not, building a 360 degree view of the customer begins with digital marketing and building a positive perception of a product or service before th...

Ep. 160: Google's Rob Lawson On The Future Of Business Messaging from 2021-10-28T20:23:10

CCW Digital's Matt Wujciak and Google's Rob Lawson discuss how Google has turned Search, Maps and more into a conversational experience with Business Messages. Listen

Ep. 159: WSJ And NYT Bestselling Author Shep Hyken On Improving Customer Loyalty from 2021-10-15T15:13:57

Chief Amazement Officer, Shep Hyken and CCW Digital Senior Analyst, Matt Wujciak discuss the top takeaways from Shep's new book "I'll Be Back: How to Get Customers to Come Back Again & Again." Listen

Ep. 158: What Manufacturing Can Teach Us About Customer Service Operations from 2021-06-28T16:07:27

CCW Digital's Principal Analysts Brian Cantor and Matt Wujciak sit down with Servicenow’s Industries Director, Manufacturing, Joe Mulrooney to discuss:

-The increasing importance of after...

Ep. 157: Leveraging Customer Insights For Exceptional CX from 2021-06-18T17:10:11

Customer relationships in retail banking are ultimately predicated on trust, but achieving this level of authority isn’t easy, as we continue to see customer behavior evolve. However, ...

Ep. 156: Building Customer Trust Through Personalized Banking Experiences from 2021-06-15T18:36:50

Convenient digital experiences have become table stakes in the hypercompetitive world of retail banking. True brand differentiation -- and lasting customer loyalty -- hinges on securing trust th...

Ep. 155: Why Digital CX Platforms Matter Now More Than Ever from 2021-06-11T15:57:37

Over time banks have built a unique blend of technologies, processes, and culture to address customer requirements. One of the challenges retail banks face today is understanding their toolbox o...

Ep. 154: The Difference Between Remote Work and Work-From-Home from 2021-05-11T19:20:51

Is remote work really the future, or will there be more of a hybrid policy? Will companies offer remote work as a perk to senior level employees only, or for everyone? Will certain departments come...

Ep. 153: How Vaccine Management is Transforming Healthcare (and Customer Service) from 2021-03-24T19:24:34

On this episode sponsored by ServiceNow, CCW Digital's lead analysts Brian Cantor and Matt Wujciak chat with Mike Luessi, ServiceNow's GM for healthcare and life sciences, to discuss how COVID-19 h...

Ep. 152: Loris CEO on Building Better Customer Conversations and Employee Training with AI from 2021-03-16T18:42:05

Join a high-level conversation with CCW Digital Analyst, Matt Wujciak and Loris CEO, Etie Hertz as Etie covers the future of customer service, agent/employee training, digital channels, and consume...

Ep. 151: Mastercard CMO Covers the Biggest Challenges and Opportunities in Marketing Today from 2021-03-02T15:45:16

Mastercard Chief Marketing Officer, Raja Rajamannar has been recognized by Business Insider as the top 25 Most Innovative CMOs in the World, and Forbes as the 2018 Top 5 Most Influential CMO’s in t...

Ep.49: Michelle Brigman, Citi from 2021-01-31T22:10:42.023393

Citi’s Director of Customer Listening and Engagement, Michelle Brigman joins us from CCW where she shares that we all know that we need to listen to the voice of the customer to understand that ...

Ep. 147: Increasing Employee Productivity - An Interview With The CommunityWFM CEO from 2021-01-31T22:10:42.023393

Matt Wujciak and Daryl Gonos discuss the results of a modern workforce management solution - one of the most important yet overlooked tools in employee management and productivity.   

Ep. 86: Kendall Jolly, from 2021-01-31T22:10:42.023393

Kendal Jolly shares the importance of nurturing positive customer interaction: "When people help you out and provide some sort of action or assistance that makes something easier, makes the cust...

Ep. 150: Bestselling Author, Consultant, and Behaviorist Michael Levitt On Avoiding Burnout from 2020-12-18T19:33:21

Michael Levitt is a Fortune 500 consultant, #1 bestselling author, and host of the Breakfast Leadership Show, a top 200 podcast on iTunes. He is a 2x Top 20 Global Thought Leader on Culture with Th...

Ep. 149: How The Middle East's Largest Retail Operator Focuses On The Employee Experience from 2020-11-11T22:15:43

It's no secret that delivering quality employee experiences results in quality customer experiences. But it's easier said than done. Chalhoub Group, the largest retail operator in the Middle East f...

Ep. 148: How America's Largest Home® Delivered Marketable CX During a Pandemic from 2020-10-14T17:48:52

Following the Qualtrics Work Different event, we sat down with Peggy Dalman, Biltmore's Director of Guest Intelligence to discuss how the historic house museum and tourist attraction used consumer ...

Ep. 148: How America's Largest Home® Delivered Marketable CX During A Pandemic from 2020-10-14T17:48:52

Following the Qualtrics Work Different event, we sat down with Peggy Dalman, Biltmore's Director of Guest Intelligence to discuss how the...

Ep. 146: How Freshly Turned CX Speed Into A Competitive Advantage from 2020-08-28T17:02:48

Freshly's VP of Customer Experience, Colin Crowley, (recently featured in the WSJ) discusses how the meal subscription delivery service has been capitalizing on speed of service during the pande...

Ep. 145: Emerging Digital Channels In Customer Experience from 2020-07-27T14:00

Bestselling author and former CX and social media leader at McDonald's, Discover, and Humana, Dan Gingiss, and CCW Digital writer and analyst, Matt Wujciak talk about emerging engagement channel...

Ep. 144: Shep Hyken And Matt Wujciak On CX After A Pandemic from 2020-07-06T13:00

CX is changing and you don't want to fall behind. Tune in to this episode to learn some best practices and consumer behavior trends on navigating the customer experience during and after the COV...

Ep. 143: The Shared Values of Sports, Business, and Life from 2020-06-22T11:00

An interview with the Thuzio Co-Founders - Tiki Barber (former New York Giants running back and current CBS Talk Show Host), and Jared Augustine (current CEO of Thuzio, CEO of Julius Influencer ...

Ep. 142: Social Media CX with Lyft from 2020-03-30T08:00

Lyft Product Manager and Social Media Leader, Chris Vetrano, discusses Lyft's social media strategies with CCW Digital's Matt Wujciak. Learn how to combine and capitalize on CX and Digital Marke...

Ep. 141: Putting Employees At The Heart Of Your Business from 2020-03-23T08:00

CX consultant, keynote speaker, CEO, and Forbes Councils member, Annette Franz (The 100 Most Influential Tech Women on Twitter by Business Insider) covers the importance of EX (employee experien...

Ep. 140: Driving Memorable Experiences from 2020-03-16T08:00

WSJ and NYT bestselling author, Shep Hyken discusses some of his latest work on delivering amazing customer service and experiences. In this podcast, Shep shares classic service-driven inisights...

Ep. 139: Verizon On Humanization And Digital Personalization from 2020-03-09T08:00

VP and Verizon Global Sales Leader, Kelley Kurtzman shares her experiences on the importance of personalized and predictive customer service and how Verizon stayes ahead in the automation game.

Ep. 138: Former Microsoft Leader On The Future Of The Contact Center from 2020-03-02T09:00

Former contact center leader at Microsoft, Dee Nilles shares some of her best practices for managing thousands of agents, inisghts on the future of the contact center, and effective strategies o...

Ep. 137: Chatbots vs. Humans from 2019-11-21T09:00

Low-touch, automated interactions are all the rage in many industries, including the travel and hospitality space. How is this rise of bots impacting the ability to make a human connection? Rese...

Ep. 136: Lessons From Fossil & WW from 2019-11-14T09:00

In this two-part episode from CCW Austin, we welcome Stacey Haynes from Fossil and Aransas Savas from WW (formerly Weight Watchers). Stacey begins by revealing how to make the most of customer e...

Ep. 135: Comcast On Building Customer Trust from 2019-11-07T09:00

From newsworthy security breaches to "low-touch" digital channels, customers are justified in having trust issues. Do not, however, let them question YOUR experience. Take Luke's advice, and lea...

Ep. 134: Unlocking Your Contact Center's Superpowers from 2019-10-31T08:00

Live from CCW Austin, "Wonder-FULL" author Kelly Radi reveals how to unleash your inner superpowers, which will in turn help your team members play to their strengths. The result will be a bette...

Ep. 133: Why Phone Is Still King from 2019-10-24T08:00

Is customer engagement moving away from voice? Not according to Manny Marrero from Getaroom, whose company continues to make the voice channel its priority. Reliance on a conventional channel do...

Ep. 132: BNY Mellon Pershing on Data-Driven Customer Centricity from 2019-10-17T08:00

The customer experience is too important to leave to chance or guesswork. Let Trent Haynes from BNY Mellon Pershing and Brian LaRoche from CallMiner reveal how a deeper approach to analytics can...

Ep. 131: Mercedes-Benz Financial Services on the Full Power of Customer Analytics from 2019-10-10T08:00

You can't create a great experience without knowing your customers. But if "knowing your customers" is the only purpose of your customer intelligence strategy, you're missing out on some signifi...

Ep. 130: How to Become a Digital Marketplace Like Amazon Using Omnichannel Strategy from 2019-10-03T08:00

The insurance industry is one of the top 5-10 industries to be disrupted in the next 10 years through autonomous vehicles, internet of things and changing consumer demands. Insurance Australia G...

Ep. 129: Artificial Intelligence and CX Automation - Getting It Right from 2019-09-26T08:00

The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and se...

Ep. 128: How to Set CX Strategy for a Multinational, B2B-B2C Business: CCW Europe Spotlight from 2019-09-19T08:00

How do you build an effective CX strategy when your team is spread across the world and your direct customer is not the end user? Like many B2B and B2C businesses, that was the challenge facing ...

Ep. 127: How Rakuten Tackles Omnichannel from 2019-09-12T08:00

Global powerhouse Rakuten has benefited greatly from its commitment to an omnichannel experience, and two leaders from the organization recently joined CCW Digital to discuss their road to succe...

Ep. 126: Be Customer-Centric, Not Creepy from 2019-09-05T08:00

Should your contact center team's use of data be creepy, costly, risky ... or customer-centric? This isn't a trick question, but actually achieving the customer-centric outcome CAN be very trick...

Ep. 125: Chat - The Starting Point for Customer Centricity? from 2019-08-29T08:00

Because customer centricity involves elevating the entire journey, you cannot focus solely on a particular channel or function. You need to consider the entire, end-to-end experience. Certain ch...

Ep. 124: What To Do With Customer Analytics from 2019-08-22T08:00

You've heard data can empower a great customer experience, but how do you achieve that connection? How do you acquire the right data, interpret those insights and then create actionable intellig...

Ep. 123: Measuring CX Humanity from 2019-08-15T08:00

Leading equine etailer SmartPak has all the ingredients for a "human" customer experience -- a clearly defined market, employees who truly know and care about horses and a passionate commitment ...

Ep. 122: How Purple Carrot Is Scaling Customer Centricity from 2019-08-08T08:00

On the one hand, emerging organizations have the opportunity to adopt a customer-centric vision from day one. On the other hand, emerging organizations have the unique challenge of preserving th...

Ep. 121: Insights From CCW Award Finalists from 2019-08-01T08:00

In the hours leading up to the 2019 CCW Excellence Awards, we caught up with two of this year's finalists. First, Northwestern Mutual discusses how his organization is making an omnichannel cust...

Ep. 120: Turning Great Customer Data Into Excellent Customer Experiences from 2019-07-25T08:00

We love to talk about 360-degree customer views, real-time analytics and actionable intelligence. Putting the insights into action? Well, that's another story. Luckily, CCW participants from Ver...

Ep. 119: Making Omnichannel Engagement Work For Customers from 2019-07-18T08:00

The rise of "connected technology" and new contact channels should be creating more valuable, convenient experiences for customers. Instead, they often create more complexity and headaches. In t...

Ep. 118: Jim Tincher from 2019-07-11T08:00

Customer-centric brands do not settle for mapping journeys; they focus on orchestrating great experiences. In this interview, industry influencer Jim Tincher reveals how to create easy, valuable...

Ep. 116: Sateesh Seetharamiah, EdgeVerve from 2019-07-04T08:00

The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and se...

Ep. 117: Tim Heidemann, College Hunks Hauling Junk & Moving from 2019-07-04T08:00

College Hunks Hauling Junk & Moving won the award for best-in-class contact center at the 2019 CCW Excellence Awards. In this interview, support lead Tim Heidemann reveals how his company achiev...

Ep.115: Angel Vaccaro from 2019-06-27T08:00

How do you provide the best customer experience in your industry? Deloitte partner Angel Vaccaro discusses how the definition of a "good" customer experience has changed over the last 20 years a...

Ep. 114: Lisa Stoner from 2019-06-20T08:00

Innovative products bring customers in the door, but amazing experiences keep them coming back for more. A firm believer in this mindset, Uber's global support lead Lisa Stoner reveals how she i...

Ep. 113: How AmFam Creates A High-Value CX from 2019-06-13T08:00

We all want our agents to focus on "high-value work." We all want to elevate efficiency without compromising customer centricity. But how do we achieve this optimal customer contact operation? I...

Ep. 112: Cindy Gallagher from 2019-06-06T08:00

“If you don’t set those goals, you don’t know where you’re going. Your customers are going somewhere. You need to lead them as well.” -Cindy Gallagher

Ep. 111: Looking At 20 Years Of Customer Centricity from 2019-05-30T04:00

Both CCW and Alorica are celebrating their twentieth anniversaries. As part of the occasion, Alorica president Colleen Beers joins our podcast to reflect on the past two decades of customer cont...

Ep. 110: Lessons In Connections From Dell & Comcast from 2019-05-23T08:00

Humanity is the theme of today's two-part episode. First, Deb Zell shares how Dell Technologies uses contact center data to better understand (and deliver for) our customers. Later, Mel Penna re...

Ep. 109: Ben Judy and Lily Bather, 7-Eleven from 2019-05-16T08:00

UX designers Benjamin Judy and Lily Bather discuss how they're building the next generation of 7-Eleven digital products to transform convenience retail into an on-demand experience. Lily is an ...

Ep. 108: Margot Dear, ADP from 2019-05-09T08:00

ADP's innovation centers in Pasadena, CA and Chelsea, New York are a hive of prototyping, testing and experimentation. Margot Dear, senior director of customer experience for ADP's compliance so...

Ep. 107: Meghan Borsic, Amazon from 2019-05-02T08:00

How do you become the largest e-commerce company in the entire world? User experience design. Amazon is constantly experimenting and rolling out new features that put the customer first, experim...

Ep. 106: Reimagining Workforce Management from 2019-04-25T08:00

As customer demands change, so too do expectations for contact center employees. Workforce management is consequently taking on renewed importance, and Thomas Kim of CIBC shares best practices i...

Ep. 105: Robert Gofourth, Making Human Connections from 2019-04-18T08:00

In this exclusive interview, Robert Gofourth of Blue Cross Blue Shield NC does not simply advocate for a switch to a competency-based quality model. He dives deep into the competencies necessary...

Ep. 104: Lexi Emmons from 2019-04-11T08:00

Traditional quality scoring is broken. Lexi Emmons of Bright Horizons joins the CCW Digital podcast to provide the solution. Learn how to incorporate factors like emotion, empathy and personal c...

Ep. 103: Shep Hyken from 2019-04-02T08:00

Best-selling author Shep Hyken reveals why "convenience" is the centerpiece of a great customer experience.

Ep. 102: Chad Schott, HomeAdvisor + Brian LaRoche, CallMiner And Marvie Wright, Qualfon + Brian LaRoche, CallMiner from 2019-03-28T08:00

What does it take to turn customer insights into customer-centric action? CCW Nashville speakers share their tips and strategies in this two-part episode.

Ep. 101: Kelley Kurtzman, Verizon & Jim Iyoob, ETech and Leigh Roach, Johnston & Murphy from 2019-03-21T08:00

In this two-part episode from CCW Nashville, we welcome Kelley Kurtzman, Jim Iyoob and Roach. First, Kurtzman and Iyoob discuss the opportunities and benefits of predictive analytics. Roach then...

Ep. 100: Anil Bhavnani, Pfizer from 2019-03-14T08:00

"I encourage people to up skill themselves. And really that's my conversation with a lot of my direct reports and the people who do work in our shared services, that you know you've got to chang...

Ep. 99: the Mayor of Vilnius from 2019-03-13T08:00

The Mayor of Vilnius Lithuania joins us and shares what makes a city attractive to prospective citizens: "Speaking about again the recipe of the successful cities, especially for young talents, ...

Ep. 98: Einar Michaelson, Santander from 2019-02-27T09:00

Ep. 97: Chris Gilmore from 2019-02-20T09:00

Chris Gilmore joins us and shares Infosys' approach to implementing new processes: "The movement from talk to actual implementation, there's a big, big gap. The gap exists because of some inhere...

Ep. 96: Sai Gridhar Ramasamy from 2019-02-13T09:00

Sai Ramasamy joins us and shares how implementing RPA has introduced improvements in other sectors of banking: "We share knowledge across multiple areas. So we've divided our center of excellenc...

Ep. 95: Kate Levchuk from 2019-02-06T09:00

Kate Levchuk joins us and elaborates on trans-humanism and its implications in business: "Trans-humanism is the ideology that says that we as human beings, as human species, have the right and e...

Ep. 94: James Potter, UK Cabinet Office from 2019-01-30T09:00

James Potter joins us and shares how implementing robotics influences the customer experience: "We wanted to do something which got those first few robots built in each department. Fund some ide...

Ep. 93: Anders Emil Balk, Danske Bank from 2019-01-23T09:00

Ander Emil Balk joins us and shares the integral relationship with IT when implementing robotics: "I can pursue that really long tail of very simple processes or tasks, because it's not processe...

Ep. 92: Jamie Campbell, Bud from 2019-01-16T09:00

Jamie Campbell joins us and highlights the importance of getting to know customer needs: "If there's anything that would be a lesson and I don't think we're anywhere near the stage where we shou...

Ep. 91: Beju Shah, Bank of England from 2019-01-09T09:00

Beju Shah joins us and shares how data can communicate from the organization to the customer: "If you're looking at supervisors who are looking at capital ratios versus people in charge of resol...

Ep. 89: Ali Bouhouch, Sephora from 2018-12-26T09:00

Ali Bouhouch joins us and shares how IT and business must work together to provide th proper experience: "IT has to change and they have to change their mindset first and they cannot just demand...

Ep. 88: Mia Jalava, Telia Finaland from 2018-12-19T09:00

Mia Jalava joins us and shares methods of improving contact with the customer: "When the frontline people are talking to each other so that they understand that it doesn't mean that if I'm savin...

Ep. 87: Justin Reilly from 2018-12-12T09:00

Justin Reilly joins us and shares the global impact of change in the app development space: "A lot of folks that are in this space, especially in the AI community, don't want that to happen agai...

Ep. 85: Jim Kowalczyk, Fresenius from 2018-11-28T09:00

Jim Kowalczyk joins us and shares the importance of testing before implementing new processes:"I'm a big fan of trying to build things in an environment. Proof of concept to see if it actually w...

Ep. 84: Deb Denure, Humana from 2018-11-21T09:00

Deb Denure highlights some crucial techniques that are implemented within her team: "One of those foundational principles that we teach and that we transfer is this notion of a purposeful pause ...

Ep. 83: Cory Kreeck, Beachbody from 2018-11-14T09:00

Cory Kreeck shares some advice on how to handle escalated calls effectively: "If you've got a situation where it is escalating, view that as an opportunity to learn how you might have better hel...

Ep. 82: Greg Marion, USAA from 2018-11-07T09:00

Greg Marion shows us the potential of creating a proper customer experience:I" think customer experience techniques can unleash innovation and new growth. So the experience strategy to me is app...

Ep. 81: Laura Evans, Naked Wines from 2018-10-31T08:00

Naked Wines' @LauraEvans on the organization's take on process excellence and how she fits, "my role was doing financial planning and analysis. So that means being involved in budgeting, forecas...

Ep. 80: Iassen Deenitchin, ING from 2018-10-24T08:00

Iassen Deenitchen brings us up to speed on how to empower the customer: "To make sure, or give them the assurance that if they need to talk to somebody, they know who to reach out to, and it's d...

Ep. 79: Jason Liberman, Venmo Paypal from 2018-10-17T08:00

Jason Liberman highlights the importance of staying relevant and competent in the online payment space: "We live in a time where you've got the likes of Google and Facebook, who are constantly u...

Ep. 78: Alexis Smith, Anheuser-Busch from 2018-10-10T08:00

Alexis Smith highlights the need for more focus on the employee: "I think it just comes down to, first of all, employees are people. I think we sometimes neglect to think that, and it's all the ...

Ep. 77: Jorgen Lislerud, Circle K from 2018-10-03T08:00

Jorgen Lislerud shares the importance of customer feedback: "We have to measure the voice of our customer. If they are internal, it's still as important or even more important than with external...

Ep. 76: Peter Cszuczka, Lexmark from 2018-09-26T08:00

Peter Cszuczka joins us, giving insight on how to optimize productivity within: "The talent we have, they are hungry for more and we can tackle that by having much more complex activities, autom...

Ep. 75: Martin Rowlson, Uber from 2018-09-19T08:00

Uber's Martin Rowlson joins us and shares that the region comprises 20% of the volume for the organization but 70% of the complexity. Based on the pace of change within the industry and the rate...

Ep. 74: Sebastian Antony, Barclays from 2018-09-11T08:00

From Barclay's, Sebastian Antony joins us and shares his philosophy, "I mean we look at it from a customer lens to start with, the customers are at the heart of it, and we mean it. We mean it an...

Ep. 73: Adrian Ruth, BBC from 2018-09-05T08:00

Adrian Ruth joins us and shares the importance of bringing the best possible content to the audience: "You talk about the voice of the customer, but for the BBC, our customers are our audiences....

Ep.72: Shawn Castle, Valvoline from 2018-08-30T04:00

Ep.71: Abhijit Mitra, Brian Johnson from 2018-08-23T04:00

This week's double episode offers an important reminder: successful contact center initiatives are not "one size fits all." ServiceNow's Abhijit Mitra, our first guest, reveals the importance of...

Ep.70: Jim Thomsen & Jim Iyoob from 2018-08-16T04:00

This week's guests do not represent identical organizations.  They do, however, share a passion for the customer experience -- and the role people play in the process. Jim Iyoob of ETe...

Ep.69: Dan Burkland & Terry Lang from 2018-08-09T04:00

Recorded at CCW Vegas 2018, this week's double-episode offers a deep dive into modern contact center trends. We begin with Dan Burkland of Five9.  As the host of the CCW Excellence Awa...

Ep.68: Nate Ford, Allianz from 2018-08-02T04:00

It's almost a rule that customer contact professionals have to rave about the power of artificial intelligence.  But what can they do to actually harness that power?  H...

Ep.67: CCW Live Interview from 2018-07-26T04:00

Live from CCW:  Brian Court of Intralinks and Alton Harewood of 8x8 debunk the idea that customer centricity and cost consciousness are opposing forces.  Bad customer service processes and syste...

Ep.66: Lori Jarchow, Ecolab from 2018-07-19T04:00

To thrive in today’s era of customer centricity, organizations must answer two questions:

• What are customers demanding?
• Listen

Ep.65: Emily Deragon, Sirius from 2018-07-12T04:00

If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your ...

Ep.64: Nick Muir, RBS from 2018-07-05T04:00

From RBS, Nick Muir joins us and shares that it’s not the data that matters, it’s how you use it. He notes that the organization must find customer data wherever it is in the enterprise as there...

Ep.63: Martin Sassenfeld, Lutthansa from 2018-06-28T04:00