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The Curated Experience

May 12, 2020

  • Employees, customers or Shareholders if you had to start with one
  • Is your "Why" Strong enough but more importantly "who" will you become.
  • What separates the "haves" vs "have nots"
  • How do you turn turnover into an opportunity
  • Why leadership is the number one investment every organization should make.

May 12, 2020

  • Haves or Have nots
  • The most customer centric Company on earth story
    • Why posters on the wall and a new value statement telling the world you care about the customer is worthless
  • How do you get the CFO on board for your cx efforts
  • Commercial Chief customer officer
  • StakeHolder Hierarchy - who comes first -...

May 6, 2020

  • Books to read - Never eat alone, Good to Great, who move my cheese, freakonomics
  • Contact center churn - Why did you stick around so long
  • Diversity in contact center
  • Most embarrassing day of your professional career

Apr 28, 2020

In the age of Ai, and tech and more tech we still need humans and more than ever before.

_ Chatbots, chatbots chatbots

-reducing cognitive load on the rep by getting every single agent an AI assistant 

-Trends post Covid-19

  1. Embrace WFA - Work from Anywhere
  2. Beware of data/asset protection
  3. Think about its impact on...

Apr 8, 2020

  • 3 Tips if you have never managed a WFH team
    • Distraction Management
    • Engagement 
    • Reporting
  • Digital for short communications
  • Zoom/Webex isn't feedback
  • Use the YMCA method of coaching
  • Bob's dress code on Video conferencing