The Curated Experience

You don't need more training, training is not the reason your experience stinks.

The anatomy of a painful customer experience

"Leadership is the art of disappointing people at a rate they can stand". I hated my boss, I thought he was an a$$hole. I couldn’t afford to quit, I had an addiction to working electricity and a roof over my head. So I did next best thing, There are many things about those days working with him that stuck with me, he loved quotes - some of them were more confusing than profound but they all had one theme - leadership is about getting people outside

If you want great customer experience, stop putting customers first.

master promoter Louie Lavella is on the issue to talk about social media and CX. The experiences translate from hollywood to wall street

Episode 14 - In Defense of Stupid Questions

How millennials can help or hurt the Customer experience with Darren Ford. #Podcast

Manually pecking around looking for random calls to listen to does little for the customer experience and it’s the financial equivalent of using your 401K to buy lotto tickets. Virtually every 1800# you dial has an ominous warning - “Your call may be recorded for quality purposes.” The net is there are now billions of interactions recorded, yet the quality of interactions have largely stalled.

Episode 11 - The Damn Millennials are killing the Customer Experience

Adrian joins the show to talk about the evolution of international outsourcing in the contact center space

Customers have lots of legitimate complaints about customer service - automated systems that seems to have been designed by sadist. They are constantly punted from one department to the next, and they have to repeat their problem over and over as they are punted from one person to the next like a football on 4th and 25. prioritizing where to focus can be challenging but for heaven’s sake we shouldn’t be focusing on a unicorn like omni-Channel

Technology is changing the landscape of the customer experience. On today's show Jamie Ham discusses what the future might look like, why you should fire customers and how humans thrive in this equation.

Episode 7 - Being a Call Center Agent Sucks and how we can fix it

You are not supposed to be able to buy a house or a car without a middleman - whose value is dubious at best. The customer experience can definitely improve but what role will the actual dealers play?

My relationship with coffee is non-committal, my drug of choice first thing in the morning is crispy bacon. I don't visit Starbucks often but it's my default meeting place to meet a colleague or friend. Not that long ago an old colleague invited me to catch up at a starbucks. We were both shocked to find out the entire place was a drive through and you couldn't even sit down for coffee - things have changed!