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Episode 10
Episode 9
Building Culture - Every IT Leader’s Reality
Running a successful IT department isn’t just about one and zeros. Rather, like any part of the organization, success comes by developing the people around you. Today we sit down with another seasoned IT leader, Jay Stanley, VP of IT at Heartland Food Products Group. Jay gives us a glimpse into his experience as an IT leader and how he’s developed successful teams throughout his career. Listen in as he talks about #coaching, #teambuilding, and of course #technology.
Episode 8
Keeping Up with Zoom
Today’s guest, Josh Stanley, Sales Strategist for Zoom Contact Center, helped bring Zoom Phone to market and is now bringing Zoom’s Contact Center to life. In today’s episode, we get a behind-the-scenes view into how Zoom thinks when creating new products and where they plan on taking their contact center product.
Episode 7
Death by Scaling
Are we killing the customer experience by putting technology buyers through a convoluted sales cycle? Probably so. Today Graham Gill, VP of Customer Success & Services at Maestro, talks about the roadblocks of buying technology, how he approaches the evaluation process, and the future of customer experience.
Episode 6
Technology + Empathy = Best in Class CIO Leadership
Leading an IT team is not just about knowing I’s and O’s anymore. It requires empathy, and every IT executive needs to get on board. Today we spoke with Chris Beck, CIO at Harry’s Inc, to dive into why IT executives need more emotional intelligence than ever to succeed as IT leaders. We also discuss the challenges surrounding M&As, talent retention, and scaling a staff by 4x over 3 years.
Episode 5
Latest & Greatest on CCaaS
In today’s episode, we talk with telecom expert, Brendan Strain, about how he helps customers get the best out of their tech, what to focus on, and understanding the different services offered from providers. Also, listen as he talk about upcoming IT trends.
Episode 4
What are Asynchronous Conversations and how are they Changing the CX Landscape?
Conversational AI is quickly making its way into the CCaaS vernacular. Today we had the pleasure of sitting down with Mike Myer, CEO at Quiq to talk about how organizations are using #conversationAI to get a competitive advantage in the #customerexperience. Plus, learn how exactly Asynchronous Conversations are paving the way to an #effortlessexperience.
Episode 3
CIO Extraordinaire – Andrea Markstrom
What an amazing time sitting down with an extraordinary CIO Andrea Markstrom. Not only is she leading Taft Stettinius & Hollister LLP through digital transformation, but she is also the founder and CIO of i.WILL, an amazing organization with the goal of mentoring, advancing, and supporting women in their careers. Listen in as we discuss #digitaltransformation, design thinking, and why IT is getting a seat at the executive table.
Episode 2
Is SX the new CX
Is customer experience being surpassed by success experience? Jessica Voss of SupportLogic, sits down to talk to us about how AI, NLP and Machine Learning are being fused together so we can move from a reactive to a proactive support model.
Episode 1
AI and Customer success with Mary Poppen
Mary Poppen is a world-class CX & EX leader, speaker, and author as is the newly minted Chief Customer Officer at Involve.ai. Aarde and I sit down with her to talk about how Involve.ai is using AI technology to blow the lid off customer success.