Episodes

  • A Step Ahead of Customer Expectations: Jeremy Hyde of Sun Country Airlines

    A Step Ahead of Customer Expectations: Jeremy Hyde of Sun Country Airlines
    Jun 29 2023
    Jeremy Hyde packs a SERIOUS punch in this dynamic episode. From evolving customer expectations, to forging the circle of psychological safety with employees, to creating a "Voice of the Agent" playbook, this conversation has something for every CX leader.
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    31 mins
  • Accelerated CX Innovation: Aaron Eden of Intuit

    Accelerated CX Innovation: Aaron Eden of Intuit
    Jun 13 2023
    Are you feeling stuck on the path of your CX transformation? This episode with Aaron Eden of Intuit is exactly the kick you need. We share tremendous insights on how to drive customer-centric innovation that will yield huge results in an accelerated timeframe. From "The Lean Start-In" to the famous Intuit "Design for Delight" philosophy, this power-packed episode is sure to inspire!
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    32 mins
  • The Challenge of Effective Automation: Sheryl Walton of Autodesk

    The Challenge of Effective Automation: Sheryl Walton of Autodesk
    May 7 2020
    Everyone is talking about customer service automation, but very few companies are doing it well. Sheryl Walton breaks down a highly effective path for successful automation, and makes it easy to understand the key steps. Sheryl is a well-known veteran in the automation space and has been designing successful programs for years.
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    13 mins
  • The Challenge of Mental Health: Phil Herndon of Sage Hill Counseling

    The Challenge of Mental Health: Phil Herndon of Sage Hill Counseling
    Apr 29 2020

    Link to Full Blog: https://www.officiumlabs.io/blog/a-hitchhikers-guide-to-the-pandemic-three-rules-for-maintaining-mental-health-during-the-covid-19-crisis-and-beyond
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    25 mins
  • The Challenge of Work From Home: Aarde Cosseboom of TechStyle

    The Challenge of Work From Home: Aarde Cosseboom of TechStyle
    Apr 28 2020

    Aarde's Book, "Enable Better Service" - https://www.amazon.com/Aarde-Cosseboom/e/B07S4B4V8M%3Fref=dbs_a_mng_rwt_scns_share

    Tips on how to increase engagement as a remote team: https://www.officiumlabs.io/blog/how-to-increase-engagement-as-a-remote-team
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    18 mins
  • The Challenge of ROI: Jerry Leisure of Officium Labs

    The Challenge of ROI: Jerry Leisure of Officium Labs
    Mar 31 2020
    The challenge of this episode is a big one...how can CX professionals prove the value of their work. Everything from creating CX allies, to challenging the way we view metrics and source talent. Enjoy!
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    22 mins
  • The Challenge of Empathy: Brett Frazer of Sun Basket

    The Challenge of Empathy: Brett Frazer of Sun Basket
    Mar 31 2020
    Episode one featuring Brett Frazer of Sun Basket speaking towards the challenge of developing customer empathy inside of our teams.
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    17 mins
  • Experience Matters Teaser Trailer

    Experience Matters Teaser Trailer
    Feb 2 2020

    Music from https://filmmusic.io

    "Wallpaper" by Kevin MacLeod (https://incompetech.com)

    License: CC BY (http://creativecommons.org/licenses/by/4.0/)

     

    https://incompetech.filmmusic.io/genres/genre/contemporary/
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    1 min