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An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing te ...
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The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of jo ...
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From the creators and host of the award-winning The Agile Brand with Greg Kihlström podcast, comes B2B Agility™, a podcast focused on how B2B marketers and the brands they represent become category leaders and drive optimal results for the business and their customers. The show looks at B2B success in a variety of ways, all with a focus on the intersection of sales, marketing & technology. Guests will represent brands, consultancies, and platforms that enable B2B marketers to do their best work.
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AI, ChatGPT, CPaaS, UC, UCaaS, Cloud Communications, Collaboration, 5G and Mobility: We report on how the world communicates.
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Wonder what it's like to control millions of dollars of marketing budget? Manage hundreds of people? Make the decisions on which ideas get to market? The CMO Confidential podcast shares how it feels to be in that chair of the shortest-tenured position on the C-suite. We detail the long, hard road most ideas take to get to market & how challenging it is to get the best ones through. Hosted by Mike Linton -- the former P&G Brand Manager who went on to be the Chief Marketing Officer of Best Buy ...
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147. Accountability Over Excuses - How to Transform Your Business Culture for CX Success | Robert Hunt
30:15
What if your team didn’t just show up, but truly cared about every customer interaction? What if blame and excuses were replaced with ownership and pride? Stacy Sherman talks to author Robert J. Hunt about what it really takes to create a culture of accountability. It’s not just about responsibility—it’s about purpose, vision, and giving employees …
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What makes Ooma AirDial different? “If you look at the POTS replacement landscape, there are a handful of things that separate Ooma AirDial from the other solutions out there,” says Clinton Fitch, Director of Strategic Partnerships. Ooma AirDial has many advantages over alternative solutions to the end-of-copper challenge. In this podcast, Clinton …
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City. County. State. Federal. Telecom taxes are hidden, and complex, and what Robert Dumas, the CEO of TaxConnex, describes as a 40-day business. “Our clients will give us the burden that is imposed upon them to file and pay all the taxes that they’re collecting on their phone, the bills, the phone bills they send to their customers.” “Automation i…
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SMBs are a key market opportunity. But what do they need and how should it be served up? vcita Podcast
“Looking at the B2B business, about 40% of the market are SMBs,” says Amir Blich, vcita, Chief Business Development Officer. “And it’s a very volatile market. You cannot apply enterprise use cases and tactics to it. One in every three SMBs will not make it to the second or third year. It’s very difficult to invest in this market.” “36%. told us tha…
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BYOC and Baked Potatoes… and API Driven “Simwood is a forward-thinking, straight-talking, carrier, with a lot of carrier services to offer,” says David Duffet, Simwood’s Corporate Ambassador. “Simwood is built from day one as an IP carrier. We see some carriers sort of shivering in the corner and getting worried about legacy technology getting turn…
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Gamification: Transforming Cybersecurity Awareness and Changing User Behavior, Hacker Rangers Podcast
While people are often viewed as the number one threat in cybersecurity, they can also serve as your strongest defense when properly trained. As the last line of defense against cyberattacks, users want more than passive training and checking off “cybersecurity training” from a to-do list. No one enjoys the monotonous “next > next > finish” course …
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Scott Griffiths | Primer on the Marketing CFO - Why it Might Be Right for You | CMO Confidential
34:41
A CMO Confidential Interview with Scott Griffiths, CFO of the Affiliati Network, formerly the Marketing CFO at Farmers and VP at Countrywide. Scott discusses how marketing and finance can get into a self fulfilling doom loop by avoiding hard discussions, what it takes to be a good Marketing CFO, and his belief that it is important to recognize the …
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There are major tectonic shifts taking place in the outsourcing space right now - Interview with Craig Crisler of SupportNinja
55:28
Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all the investment in new tech, customer satisfaction is at an all-time low, I talk to Craig about where folks are going wrong with their investments, what’s going on in the B…
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CX Revolution Extends Beyond The Contact Center, Creo Solutions Podcast, Can CX mean more than using technology in a technology industry? “When we think about CX, as we’ve been talking about it as an industry, we’ve really been thinking about contact center,” says Robert Galop, Co-Founder of Creo Solutions ( www.creosolutions.tech ). Can vCons take…
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@Dave Michel, TalkingPointz, Special for TR “AI is not going to replace people, humans, it’s empowering humans,” says Filipe Leitão of RingCentral. “That’s our narrative because that’s what we see happening.” Dave Michel, of TalkingPointz shares with TR readers, RingCentral’s ideas on AI. Recorded at the recent UC EXPO, we learn how RingCentral loo…
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149. Maximize Customer Loyalty - 3 Strategies To Boost Employee Accountability | Stacy Sherman
10:37
Are your employees simply completing tasks, or are they accountable for outcomes that delight customers? Discover how shifting from responsibility to accountability can redefine your brand's success. In this episode, three key strategies are explored: emphasizing outcomes over processes, empowering teams to adapt beyond scripts, and providing real-…
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In part two of this series, Doug Green and Megan Howse, SVP of Marketing at iQmetrix, take a close look at the agenda and impressive keynote speaker line-up at SummitX 2024—the only event of its kind focused on telecom retail. Doug and Megan talk about the four conference tracks, the unmissable breakout sessions, and how telecom professionals of al…
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Feeling the pain of disengaged employees and declining customer service? You’re not alone—and we’ve got solutions. In this episode of Doing CX Right, Stacy Sherman sits down with author Blake Morgan to dive into game-changing insights from "8 Laws of Customer-Focused Leadership." Together, they uncover practical, no-nonsense strategies that empower…
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CCaaS – Let Automation Drive Contact Center Efficiency, and Liberate Your Supervisors! Sytel Podcast
A major challenge facing the enterprise contact center is managing efficiency amidst the chaos. For many, this is a job for the supervisor. In this podcast, Jamie Stewart, Marketing Manager at Sytel, discusses how automation can manage efficiency more quickly and accurately than supervisors, for both inbound and outbound contact and the interplay b…
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TaxConnex tackles telecom tax complexity, offers white glove service, Podcast “We don’t want to just be a return provider,” says Robert Dumas, Managing Partner of TaxConnex. “We want to be part of the tax team. We want to be the telecom tax expert. So our clients can call us up with all sorts of tax questions unrelated to actual filings because we …
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Seth Matlins |Why is Marketing in a Perpetual State of Chaos? | CMO Confidential | Forbes CMO Network
32:13
A CMO Confidential Interview with Seth Matlins, Managing Director of the Forbes CMO Network, formerly Head of Cultural Strategy and Insights at Endeavor, Global CMO of Live Nation, President of Rock the Vote and Founder of CAA Marketing. Seth discusses why he thinks the media is overhyping the drama around the CMO position, the CEO misperception th…
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In B2B marketing, creating content that not only engages but also converts is crucial. Today, we're joined by Ryan Estes, Co-Founder of Wildcast, who has leveraged podcasting as a powerful tool in this realm. He'll share insights into prioritizing ideas, maintaining consistency, and adapting to the latest marketing trends. Ryan Estes CO-FOUNDER AT …
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PCs for People Offers Full-Service Electronics Recycling While Delivering Technology to People and Communities, ASCDI Podcast
PCs for People Offers Full-Service Electronics Recycling While Delivering Technology to People and Communities, ASCDI Podcast“We're a full-service electronics recycler,” says Loren Williams of PCs for People. In this podcast, we learn how PCs for People is not only a full-service recycler but also a recycler making a difference for both sides of th…
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Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8
50:31
Today’s interview is with Sam Wilson, the CEO of 8x8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs that helps companies of any size deliver differentiated customer experiences. I’ve spoken to Sam a couple of times, and every time, we have great conversations where we rummage around some of the big…
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UCaaS is not a final destination: Mitel’s Luiz Domingos On Mitel Common Communications Framework, Mitel, Zoom Partnership, Podcast
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UCaaS is not a final destination: Mitel’s Luiz Domingos On Mitel Common Communications Framework, Mitel, Zoom Partnership, It's just another option that comes as part of this kind of solution“UCaaS is not a final destination,” says Luiz Domingos, Mitel’s CTO. “It's just another option that comes as part of this kind of solution. That's how we see i…
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Even in today’s modern world, it’s incredibly challenging to extend affordable, reliable and high-performing broadband services to the 42 million rural Americans who lack access. In cities and suburbs, network infrastructure can serve thousands, whereas rural areas only cover a few dozen homes and businesses, pressuring revenue generation and affec…
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Companies are dealing with open model vulnerabilitiesBill TennantIndustries are facing challenges in the practical and effective adoption of AI, with 33% of enterprises citing limited AI skills and expertise as a significant challenge. Companies are dealing with open model vulnerabilities. Despite 72% of organizations adopting AI in 2024, integrati…
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In the first of a four-part series, join Doug Green and Megan Howse, SVP of Marketing at iQmetrix, as they discuss this October’s upcoming SummitX 2024—the only event of its kind focused on telecom retail. Megan explains how the much-loved Summit event brand was resurrected after demand from the telecom industry and how it has been revitalized as S…
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SKYBOXE enables wireless carriers to target Business and Home users with new 5G Fixed Wireless Access Router, Podcast
The SKYBOXE 5G Fixed Wireless Access Router is basically a 3rd party device that will be available to business and home users where a long-term contract with one of the big three does not make sense. It will allow the consumer to pick and choose the components that they would like for their service.Mitch WeinraubDon Witt with The Channel Daily News…
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Matt Carey |Home Depot | The Marketing Interface With Tech, IT, AI and CX - An Acronym Feast! | CMO Confidential
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A CMO Confidential Interview with Matt Carey, EVP Customer Experience and CIO at Home Depot, formerly the SVP and CTO at both eBay and Wal-Mart. Matt discusses how the majority of customer experience is provided by tech, why you shouldn't buy "tech for tech's sake," and why marketers should always "know precisely what problem they want to solve" wh…
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Today we’re going to talk about the strategies for driving customer-led growth with Elisabeth Zornes, Chief Customer Officer at Autodesk. We’ll explore how converging customer-facing departments enhance customer success and the role of technology in shaping these experiences. Elisabeth Zornes is a visionary Go-To-Market executive with a distinguish…
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Cavell Summit North America 2024 Set To Help Explore Industry Challenges As Cloud Communications Transforms, Podcast
Cavell Summit North America 2024 Set To Help Explore Industry Challenges As Cloud Communications Transforms, PodcastWhat can you do as a business to differentiate and be successful in the future?“We're seeing the markets in a bit of a slate of flux at the moment, a lot of people are trying to understand: what is their role,” says Dom Black, princip…
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Synchronoss Personal Cloud delivers curated experiences for global service providers like Verizon, AT&T, BT, and SoftBank, Podcast
Differentiation and specialization creates a path to growth in a competitive market Jeff MillerIn this podcast episode, Jeff Miller, CEO of Synchronoss Technologies, spotlights the company's role as a leader in the evolving landscape of secure and intelligent personal cloud solutions. As data privacy and security become increasingly critical, Synch…
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Empowering Companies with Custom Software Development and Trusted Consultancy, Software Mind Podcast
15:36
Research shows that revenue in the IT outsourcing market is projected to reach $512.50 billion USD in 2024. A big driver of this growth is the telecommunications industry, as operators are increasingly looking for niche expertise and proven digital transformation experience. Nowadays, the goal is to turn a telco into techco – a company able to rapi…
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Joel DalyJoel Daly, Senior VP of Government Affairs and Product Strategy at Zayo, discusses the company's expansion into Mexico, including its partnership with leading Mexican infrastructure provider Fermaca. Zayo, a leading communications infrastructure provider, is responding to increased demand from customers for connectivity in Mexico, now the …
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Michael Treff | CMO Confidential | Using AI for Anticipation vs. Reaction - An Agency Perspective
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A CMO Confidential Interview with Michael Treff, the CEO of Code + Theory, a growing 2000 person agency which combines engineers and creatives. Michael discusses how AI combines new factors and current data to anticipate consumer behavior, why AI represents "change management for humans," and how his agency is writing AI into job descriptions. Key …
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#24: Telling a unified story across diverse audiences and product portfolios with Ajay Kumar, CMO at ManageEngine
28:57
Welcome to today's episode where we will explore how to tell a unified story while marketing several products to several audiences. Joining us is Ajay Kumar, Head of Global Marketing and Chief Evangelist at ManageEngine, to discuss this and more. Ajay Kumar KG is the Head of Global Marketing and Chief Evangelist, ManageEngine, the enterprise IT man…
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Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance
46:59
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become the “Apple of Insurance”, her guiding philosophy around customer retention and revenue, how they are building customer loyalty and a human connection in an increasingly competitive landscap…
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Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and expert David Singer share strategies to balance advanced AI with genuine human…
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Beyond the Buzz: Monetizing AI and Voice/Video Collaboration for Maximum Impact, Zoom Podcast
13:08
CCA Financial Summit Agenda, Jamie Hill, Zoom, Global Head of UCaaS Jamie Hill“It's really about monetizing voice and video in a world where a lot of the conversation and a lot of the perception is that voice is kind of a legacy technology and it is a technology that is going away in some respects when the reality, if you look at some statistics an…
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A new study from Sage, the leader in accounting, financial, HR, and payroll technology for small and mid-sized businesses (SMBs), reveals the evolving role of technology channel and reseller partners in the U.S. and Canada. The study indicates a shift from point solutions providers and integrators to strategic advisors for SMBs, unlocking significa…
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Kim Whitler | A Marketing Potpourri - CMO Stages, Activism Research and Name Image & Likeness(NIL)
36:24
A CMO Confidential Interview with Kim Whitler, business professor at the University of Virginia and former GM and CMO. Kim joins us to discuss how start-ups require different CMO's at the various stages starting with seed money and ending with an IPO, how good intentions can jeopardize business success on the corporate activism front, and how to th…
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Is the healthcare system truly designed with patients at the center? In this episode, host Stacy Sherman and Maya Gray, Vice President of Global Customer Experience and Engagement at Pfizer, tackle the urgent issue of patient access. They explore how healthcare can improve by addressing barriers and designing systems that prioritize patient needs. …
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Oracle continues to expand the reach of the Oracle Cloud Infrastructure (OCI) with the new AT&T IoT agreement, Podcast
11:45
Oracle continues to expand the reach of the Oracle Cloud Infrastructure (OCI) with the new AT&T IoT agreement, Andrew De La Torre, GVP of Technology & Oracle Communications, describes to Don Witt of The Channel Daily News, a TR Publication, how Oracles fast OCI architecture will work well with the extensive AT&T IoT implementations.@Don Witt, Repor…
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Theresa Szczurek has some advice on how to successfully sell your company, she’s done it three times.“First define the end you want,” says Theresa Szczurek, PhD. Theresa has decades long experience in technology. She has served as the CIO of the State of Colorado, a calling which included serving on the state cabinet while seeing to the need’s tech…
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Kristy Thomas Senior Vice President of Global Channels and Alliances discusses new opportunities for partners from Vonage, Podcast
Vonage Names Kristy Thomas Senior Vice President of Global Channels and Alliances“The channel is a critical part of that growth strategy,” says Kristy Thomas, Senior Vice President of Global Channels and Alliances for Vonage. “Today, the channel is critical to Vonage. A majority of our revenue that comes into our organization is through indirect ro…
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Empowering the MSP Community: MSP Seminar for Growth, MSPAA TEBO Event“I always like to say that in order for an MSP to really be successful with regards to cybersecurity or specifically with cybersecurity is it has to be internalized before it can really be evangelized,” says Chris Johnson Sr. Director of Cybersecurity Compliance Programs at CompT…
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IFT Identifies Six Top Areas of Need Among Businesses, Representing Opportunities for MSPs, Podcast
MSPs Can Leverage Evaluations from IFT’s Operational Assessments to Deliver Value-Added ServicesBURNABY, BC - September 5, 2024 - According to ongoing Operational Assessment projects from leading business process outsourcing company Integrated Financial Technologies (IFT), there are six back-office areas where many businesses lack efficiency— and t…
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AT&T to focus on educating MSPs to better understand connectivity and integrate the connectivity into their managed service offering, security, at TEBO Conference, Podcast
AT&T APEX is a title sponsor of the upcoming TEBO/MSPAA conference in Denver, Rick Chapes will be delivering one of the opening keynotes“The APEX model is a collaborative model,” says Rick Chapes Business Center Vice President for AT&T Partner Exchange. “APEX, which stands for AT&T Partner Exchange, is a resale program within AT&T's indirect distri…
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You can integrate between the products very easy, no licensing. Same advantage is for the MSPs and for the channels. They can offer more services. Channel can offer to his customers more product that he doesn't need to have ten or fifteen different products to come to his end user, for his customer.Gal Naor“We are a pure software,” says Gal Naor, C…
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If it matters for your customer, it’s important - Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega
48:27
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo affair and features a conversation with Tara DeZao, Director of Product Marketing, AdTech and MarTech, at Pega. It is then swiftly followed by a chat that I had with Simon Thorpe, Direc…
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“We are basically in the top performing MSPs,” says Ahmed Mahmood, President Ocean Solutions. “We've been growing somewhere between 70 and 150% over the past four or five years. We're staff of about 18 employees now, and we support about 4,500 users across the entire country here. We have clients all over the US. We have some clients with internati…
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“We can now provide lead qualification as a service using AI and help reduce operating costs that traditionally would have been involved in that entire sales funnel,” says Paul Kleen, founder and CEO of Pitchit. Pitchit’s LQaaS takes on the heavy lifting of those very first few steps in the sales process, which can be very hard on people. The AI as…
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B-Lynk improves customer retention, migration with bespoke learning and training experiences, Podcast
“We work in a very customized way on these opportunities to, our trainers will meet with our service provider, understand the end customer, and then there will be a meeting with the end customer stakeholders and our service provider customer to really come up with a customized training agenda that meets the needs of their business,” says Katie Merr…
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144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy Sherman
11:36
Is your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they’re powerful opportunities to unite your team ar…
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