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Customer Driven with Chad McDaniel

Chad McDaniel

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Customer Driven with Chad McDaniel

Customer Driven with Chad McDaniel

Chad McDaniel

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Customers on your mind? Executive Chad McDaniel hosts this highly interactive show on everything related to customer success. Chad and his guests discuss all things impacting today’s customer leaders, while sharing their own unique insights and experiences. Chad is well known for leading Execs In The Know, one of the largest customer experience communities on the planet. Connect on best practices across the industry with unfiltered, unplugged conversations with leaders learning from leaders. Customer Driven, every episode.

Latest Episodes

How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq

Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Mike Myer, CEO and Founder of Quiq, a business messaging company in the customer service world. Hear Mike's unique perspective about the integration of these technologies into a successful customer experience. Chad and Mike also discuss: - Shift of preference of consumer adoption within self-service channels - Which industries are successfully adopting these technologies...

34 MIN2019 OCT 5
Comments
How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq

Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

In this episode of Customer Driven, Chad is chatting with Vicki Perryman, Senior Vice President of Humana. Humana is a global operations organization focused on enabling their members to utilize their benefits and access providers for the care they need. Chad and Vicki also discuss: - Her start with Ebay - Humana's main channels for Customer Engagement - How to utilize insights to drive customer satisfaction - How Humana determines when and what to outsource - What it means to become a "partner...

35 MIN2019 AUG 22
Comments
Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

Trends for Call Center Agent Staffing with Scott Simpson, President of Precision Staffing

Welcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as difficulties in retaining the right hires. Also: Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response) The legal turmoil around Social Media Candidate Profilin

33 MIN2019 JUL 11
Comments
Trends for Call Center Agent Staffing with Scott Simpson, President of Precision Staffing

The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy with Justine Santa Cruz of Satisfi Labs

Welcome to the latest episode of Customer Driven. In this episode, Chad is talking with Justine Santa Cruz, SVP of Enterprise & Retail at Satisfi Labs,an AI-powered Knowledge Management Platform. Justine brings a wealth of knowledge on the future of AI in Customer Experience and the overall evolution of customer communication channels.Chad and Justine also discuss the 5 most important questions to ask before buying or building any new technology for your brand.

34 MIN2019 JUN 13
Comments
The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy with Justine Santa Cruz of Satisfi Labs

Why Should I Care – How Blockchain is going to change the future of Customer Service Support

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Jerry Leisure, VP of Customer Success with Forte Labs. Jerry has been in the Customer Service Leadership space for over 20 years and moved into the gaming space in 2016 with Kabam. Jerry has since joined Forte Labs, a platform company in the gaming space that allows game developers to easily utilize the security of blockchain technology.

29 MIN2019 MAY 30
Comments
Why Should I Care – How Blockchain is going to change the future of Customer Service Support

The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Vicki Brackett, Employee Engagement Expert and author of the new book, The Leadership Toolbox. Vicki has had a long successful career helping call centers and other organizations emotionally engage their employees through improved Employee Experience practices. Vicki also talks about her recent interview with Forbes magazine, and suggestions on how to start implementing changes within your organization.

29 MIN2019 MAY 16
Comments
The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett

Streamlining Agent Experience to Elevate Customer ExperiencewithSeanMinter, Founder and CEO of AmplifAI Solutions

Welcome to the latest episode of Customer Driven with Chad McDaniel! Chad is talking withSeanMinter, Founder and CEO of AmplifAI Solutions, an Employee Development and Performance Management company. Chad andSeandiscuss the current state of agent success in customer experience, and how to utilizedata setsto replicate success and improve customer care across your entire team. Additionally, how data is evolving and how it may change expectations for your top performers.

30 MIN2019 MAY 2
Comments
Streamlining Agent Experience to Elevate Customer ExperiencewithSeanMinter, Founder and CEO of AmplifAI Solutions

Fan Creators – Driving Customer Service As A Differentiator with Sue Morris, Worldwide Customer Service Leader at Microsoft

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Sue Morris, Worldwide Customer Service Leader at Microsoft. Sue’s role at Microsoft has her overseeing over 11k Advocates that handle upwards of 46 Million customer service interactions each year. Since joining Microsoft, Sue has believed the company’s mission statement and the empowerment it brings to their employees is what consistently elevates their performance.

35 MIN2019 APR 4
Comments
Fan Creators – Driving Customer Service As A Differentiator with Sue Morris, Worldwide Customer Service Leader at Microsoft

How to Drive Internal Engagement and Interaction Models with Meaningful Results with Michelle Brigman, CX Director for 7-Eleven

Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Michelle Brigman, CX Director for 7-Eleven Michelle shares her career experience revolving around customer feedback management system, making sense of the unique insights these tools provide and how this information can become invaluable in meeting your business goals around positive customer experience. Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

34 MIN2019 MAR 14
Comments
How to Drive Internal Engagement and Interaction Models with Meaningful Results with Michelle Brigman, CX Director for 7-Eleven

How to Drive Emotional Connection in an Effortless Customer Experience with Michael Jones, Senior Director of Customer Care for Home Depot

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Michael Jones, Senior Director of Customer Care for Home Depot. Home Depot has been one of the pioneers in Customer Experience leadership but have always adopted the approach of investing in resources for their associates so that they can serve customers more effectively.

28 MIN2019 FEB 7
Comments
How to Drive Emotional Connection in an Effortless Customer Experience with Michael Jones, Senior Director of Customer Care for Home Depot

Latest Episodes

How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq

Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Mike Myer, CEO and Founder of Quiq, a business messaging company in the customer service world. Hear Mike's unique perspective about the integration of these technologies into a successful customer experience. Chad and Mike also discuss: - Shift of preference of consumer adoption within self-service channels - Which industries are successfully adopting these technologies...

34 MIN2019 OCT 5
Comments
How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq

Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

In this episode of Customer Driven, Chad is chatting with Vicki Perryman, Senior Vice President of Humana. Humana is a global operations organization focused on enabling their members to utilize their benefits and access providers for the care they need. Chad and Vicki also discuss: - Her start with Ebay - Humana's main channels for Customer Engagement - How to utilize insights to drive customer satisfaction - How Humana determines when and what to outsource - What it means to become a "partner...

35 MIN2019 AUG 22
Comments
Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

Trends for Call Center Agent Staffing with Scott Simpson, President of Precision Staffing

Welcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as difficulties in retaining the right hires. Also: Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response) The legal turmoil around Social Media Candidate Profilin

33 MIN2019 JUL 11
Comments
Trends for Call Center Agent Staffing with Scott Simpson, President of Precision Staffing

The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy with Justine Santa Cruz of Satisfi Labs

Welcome to the latest episode of Customer Driven. In this episode, Chad is talking with Justine Santa Cruz, SVP of Enterprise & Retail at Satisfi Labs,an AI-powered Knowledge Management Platform. Justine brings a wealth of knowledge on the future of AI in Customer Experience and the overall evolution of customer communication channels.Chad and Justine also discuss the 5 most important questions to ask before buying or building any new technology for your brand.

34 MIN2019 JUN 13
Comments
The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy with Justine Santa Cruz of Satisfi Labs

Why Should I Care – How Blockchain is going to change the future of Customer Service Support

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Jerry Leisure, VP of Customer Success with Forte Labs. Jerry has been in the Customer Service Leadership space for over 20 years and moved into the gaming space in 2016 with Kabam. Jerry has since joined Forte Labs, a platform company in the gaming space that allows game developers to easily utilize the security of blockchain technology.

29 MIN2019 MAY 30
Comments
Why Should I Care – How Blockchain is going to change the future of Customer Service Support

The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Vicki Brackett, Employee Engagement Expert and author of the new book, The Leadership Toolbox. Vicki has had a long successful career helping call centers and other organizations emotionally engage their employees through improved Employee Experience practices. Vicki also talks about her recent interview with Forbes magazine, and suggestions on how to start implementing changes within your organization.

29 MIN2019 MAY 16
Comments
The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett

Streamlining Agent Experience to Elevate Customer ExperiencewithSeanMinter, Founder and CEO of AmplifAI Solutions

Welcome to the latest episode of Customer Driven with Chad McDaniel! Chad is talking withSeanMinter, Founder and CEO of AmplifAI Solutions, an Employee Development and Performance Management company. Chad andSeandiscuss the current state of agent success in customer experience, and how to utilizedata setsto replicate success and improve customer care across your entire team. Additionally, how data is evolving and how it may change expectations for your top performers.

30 MIN2019 MAY 2
Comments
Streamlining Agent Experience to Elevate Customer ExperiencewithSeanMinter, Founder and CEO of AmplifAI Solutions

Fan Creators – Driving Customer Service As A Differentiator with Sue Morris, Worldwide Customer Service Leader at Microsoft

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Sue Morris, Worldwide Customer Service Leader at Microsoft. Sue’s role at Microsoft has her overseeing over 11k Advocates that handle upwards of 46 Million customer service interactions each year. Since joining Microsoft, Sue has believed the company’s mission statement and the empowerment it brings to their employees is what consistently elevates their performance.

35 MIN2019 APR 4
Comments
Fan Creators – Driving Customer Service As A Differentiator with Sue Morris, Worldwide Customer Service Leader at Microsoft

How to Drive Internal Engagement and Interaction Models with Meaningful Results with Michelle Brigman, CX Director for 7-Eleven

Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Michelle Brigman, CX Director for 7-Eleven Michelle shares her career experience revolving around customer feedback management system, making sense of the unique insights these tools provide and how this information can become invaluable in meeting your business goals around positive customer experience. Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

34 MIN2019 MAR 14
Comments
How to Drive Internal Engagement and Interaction Models with Meaningful Results with Michelle Brigman, CX Director for 7-Eleven

How to Drive Emotional Connection in an Effortless Customer Experience with Michael Jones, Senior Director of Customer Care for Home Depot

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Michael Jones, Senior Director of Customer Care for Home Depot. Home Depot has been one of the pioneers in Customer Experience leadership but have always adopted the approach of investing in resources for their associates so that they can serve customers more effectively.

28 MIN2019 FEB 7
Comments
How to Drive Emotional Connection in an Effortless Customer Experience with Michael Jones, Senior Director of Customer Care for Home Depot
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