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Customer Service Weekly
33 minutes | 6 days ago
Mark Slatin – Sandy Spring Bank: Accelerating Change in a Rapidly Evolving Market | Episode 011
Massive change has been brought about by rapid advancements in technology, and people’s habits and behaviors have changed, specially in the way financial transactions are made. Add to that, the world was hit by a global pandemic that has disrupted personal lives and has brought, yet again, changes into people’s habits and behaviors. How does one keep up with this change, and how do you adapt to the changing demands of the customer? Listen to this episode of the Customer Service Weekly podcast as Mark Slatin, SVP, Director of Client Experience of Sandy Spring Bank share his story in how he and Sandy Spring Bank adapt to these changes and can still manage to Ignite CX Celebration all year long!
48 minutes | 13 days ago
Michael Pace – Virgin Pulse: Cultivating Healthy Habits in Customers | Episode 010
With the change of lifestyle brought about by the global pandemic, coping up with the massive change has been a great challenge. Whether it's the customer or the agent, it's important to keep yourself mentally and physically healthy in order to keep productive and run normally as a human being. In this episode of the Customer Service Weekly podcast, Michael Pace, Director of Global Services for Virgin Pulse, shares some of his insights in how to deal with the struggles and stress encountered both corporately and personally. Michael also shares how he continues to Ignite CX Celebration at Virgin Pulse despite the global pandemic.
38 minutes | 20 days ago
Colin Crowley – Freshly: Helping Customers Live Healthier Lives | Episode 009
Customers are becoming more and more health conscious, and the demand for fast, fresh food is getting higher and higher. How do you keep up with the rising demand while still delivering a memorable Customer Experience? In this week of the Customer Service Weekly podcast, Colin Crowley, VP of Customer Experience at Freshly share strategies and tactics in how to deliver the best Customer Experience and Ignite the CX Celebration all year long.
27 minutes | a month ago
Lauren Volpe – QuadPay: Introducing Customer Service Week to a FinTech Startup | Episode 008
How do you introduce Customer Service Week if you haven't celebrated it before? Fortunately for Lauren Volpe, Chief Experience Officer of QuadPay, celebrating the people behind the customer experience is already part of QuadPay's culture. Whether it has been formally celebrated before or not, you can still Ignite CX Celebration! Listen to this episode and get valuable insights on how Lauren and QuadPay celebrate Customer Service Week.
27 minutes | a month ago
Raz Barnwell – Coca-Cola: Opening Happiness with Every Customer | Episode 007
Most people think of Coca-Cola as just Coke, soft drinks, diet, etc., but Coca-Cola is more than that. Coca-Cola is dedicated to help promote health and wellness to each customer and to help them live positively in every aspect of their lives. In this episode of the Customer Service Weekly podcast, Raz Barnwell, Senior Director of The Center of Support (TCOS) for Coca-Cola, shares how she and her team delivers this value to their customers in order to truly open happiness in every customer's life. Join us as we Ignite CX Celebration this week and all year long.
33 minutes | a month ago
Bit Rambusch – Dell Technologies: Leveraging Data-Driven Customer Service | Episode 006
Majority of customer service is driven by people and culture, but the technology driving it is just as important. In this episode of the Customer Service Weekly podcast, Bit Rambusch, Vice President, eServices & Knowledge Management of Dell Technologies, shares his knowledge and wisdom in how Dell celebrates Customer Service Week and Ignite CX Celebration all year long.
40 minutes | 2 months ago
Philip Bennett – Empire Today: Building a Strong Relationship with the Customer | Episode 005
Despite the remote work arrangements brought about by the pandemic, working together effectively to serve the customer still requires the agents to be in close proximity to each other. It is important to keep everyone engaged and mentally healthy in spite of the major changes happening in our world today. In this episode of the Customer Service Weekly podcast, Philip Bennett, Manager, Customer Service Operations at Empire Today , LLC, shares how he and Empire Today work together to deliver those services and how they celebrate Customer Service week and Ignite CX Celebration all year long.
29 minutes | 2 months ago
Brett Frazer – Sun Basket: Providing Customers a Cleaner and Healthier Customer Experience | Episode 004
The customer will always be the focus of customer service, but in order for the customer to experience great customer experience, the employees delivering that experience must also receive great employee experience. In this episode of the Customer Service Weekly podcast, Brett Frazer, VP of Customer Service for Sun Basket, Inc. shares his wealth of experience in how you can provide that great experience for both the employee and the customer.
34 minutes | 2 months ago
Gordon Schleffer – Magellan Health: Providing Great Customer Care in Healthcare | Episode 003
The contact center industry in healthcare was originally focused solely on costs. However, in our day and time, with all the customer satisfaction, people are more loyal to companies that are able to serve them better. In this episode of the Customer Service Weekly podcast, let us Ignite CX Celebration as we hear Gordon Schleffer, VP of Customer Care of Magellan Health, share his passion in the importance of caller engagement and the caller experience.
32 minutes | 2 months ago
Lisa Oswald – Travelzoo: Navigating Through Tough Times in the Travel Industry | Episode 002
When the pandemic hit and international travel came to a halt, Travelzoo faced its most difficult and trying times. People were afraid of travelling and were required to stay at home. Despite the fearful conversations people were having, Lisa Oswald, SVP, of Global Customer Service for Travelzoo shares how she and her team became the voice of calm and reassurance for the anxious traveler. Listen to this episode of the Customer Service Weekly Podcast as we Ignite CX Celebration through stories of resilience, empathy, and commitment to caring.
26 minutes | 2 months ago
Doug Woodard – Capital One: Developing a Healthy Financial Relationship with Your Customers | Episode 001
Customer Service is all about connecting with customers and solving their needs on an emotional and functional level. In this episode of the Customer Service Weekly podcast, Doug Woodard of Capital One shares how he celebrates customer service all year long and how he and his agents can develop a healthy financial relationship with their customers. As Senior Vice President of Customer Channels for US Card Customer Experience, Doug is responsible for customer operations across Capital One’s US Card business, spanning both Branded Card and Partnership Card (private label and co-brand cards) portfolios. The Customer Channels organization delivers on a full spectrum of customer support needs including customer service, fraud, disputes, collections, chat, back office operations and supply chain. In addition, the organization provides critical horizontal support functions such as training, knowledge management and workforce management that enable such an extensive operations network. The Customer Channels operations network spans 24+ sites and 18,000+ agents in six countries, including internal on-shore, offshore captive, third party suppliers, and work at home agents. Growing up in upstate New York, Doug attended SUNY Albany for both his undergraduate and master’s degrees. He resides in Raleigh, North Carolina, is married to Noel, and they have an adult daughter. Prior to joining Capital One, Doug held executive roles at both Staples and Citi, leading extensive customer service operations, as well as accountability for the customer experience strategy. Prior leadership positions included roles at L.L. Bean and Accenture.
6 minutes | 2 months ago
Jim Rembach - CX Global Media: Igniting the Fire of CX Celebration | Episode 000
It's Customer Service Week, and we are honored to bring together the contact center industry across all verticals to help one another ignite CX celebration all year long. Join us as we celebrate this historical moment! Please remember to rate, review, subscribe, follow, and share this episode to help us spread the fire of CX celebration. Watch the video here: customerserviceweekly.org/jim-rembach-tv Read the blog here: customerserviceweekly.org/about-customer-service-weekly-podcast
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