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Take a Moment
45 minutes | Nov 16, 2020
S3 Ep. 6 Integral Care: Providing hope and healing through mental health education
Recent widespread social unrest and a global pandemic have placed a spotlight on mental health. Yet, it’s not a new subject. Each year, millions of people face the reality of living with a mental health condition — ranging from anxiety and stress to suicide ideation. And stereotypes and stigmas around mental health have had historically detrimental effects on communities, families and individuals. In this episode of Take a Moment, we sit down with two health clinicians at Integral Care who are doing the vital work of breaking the stigma of mental health, providing education on the topic and, most importantly, offering support for millions of individuals and families who might be struggling. By creating awareness and shedding light on mental health, they also provide hope and healing. Also, please take advantage of the following resources if you or someone you know are struggling and are in need of support: Integral Care, serving Travis County, Texas 512-473-HELP (4357) Crisis Textline NAMI National Domestic Violence Hotline
48 minutes | Oct 30, 2020
S3 Ep. 5 Hesitation equals devastation
A split-second decision (or indecision) at a key moment has a lasting impact. Often, it’s the critical point between having or avoiding an accident. When accidents do happen in the workplace, Company Nurse is there to offer nurse triaging; its online specialists are the first-line clinical staff who take care of clients in those urgent moments. In this episode of Take a Moment, we hear from Company Nurse CTO, Henry Svendblad on a pivotal decision the organization made in the early days of the COVID-19 pandemic and the importance of extending its “people-first” culture from employees to clients.
56 minutes | Oct 6, 2020
S3 Ep. 4 Customers for life: Agents are central to building customer loyalty
Exceptional experiences don’t happen by accident. Businesses that deliver the best service for their customers live it — it’s part of their company culture and core values. And they have a team of dedicated individuals who know what it takes to build lifelong customers. In this special CX Day celebration episode of the Take a Minute podcast, hear from service agents at Butterball, Alberta Motor Association and Camis who never hesitate to go the extra mile to ensure their customers are treated with the utmost care.
45 minutes | Sep 21, 2020
S3 Ep.3 Rochester Regional Health: Enabling empathetic patient experiences through the cloud
Hospitals worldwide had to respond to the fallout from COVID-19 to meet the needs of patients and employees. Rochester Regional Health in Upstate New York was no different. But, because it had a cloud strategy in place already, the team at Rochester Regional responded with incredible agility. In this episode, hosts Nathan Bennett and Mari Yamaguchi welcome Rob Allen and Jason Zawodzinski, two of the driving forces behind the hospital’s innovative rapid response that treated hundreds of patients — and saved hundreds of jobs.
42 minutes | Sep 2, 2020
S3 Ep.2 Enable Better Service: Aarde Cosseboom’s CX mission
Aarde Cosseboom knows a thing or two about creating amazing customer experiences. In fact, he wrote the book on it. Drawing from over 15 years of expertise in the contact center space, Aarde penned “Enable Better Service.” The book is a detailed and engaging guide to transforming the way businesses build relationships with their customers — and how they can turn call centers into finely tuned revenue-generating machines. Today, Aarde is the Senior Director of Global Member Services Technology, Analytics and Product, for the famed eCommerce fashion company TechStyle. In this episode, Aarde breaks down some of the key concepts from his book and shares how TechStyle transitioned thousands of its employees around the globe to work from home in just 24 hours — all while maintaining the service levels its members have come to expect.
41 minutes | Aug 19, 2020
S3 Ep.1 James Hinchcliffe: How to Stay Driven
On a sunny day in May 2015, racing superstar James Hinchcliffe was taking some practice laps around the Indianapolis Motor Speedway to prepare for the upcoming Indianapolis 500. At Turn 3, clocking speeds of 221 mph, Hinch’s car experienced a suspension failure and smashed into the side wall with 126 Gs of force. It was the largest impact ever recorded in IndyCar history. Five years after surviving the near-fatal crash, Hinchcliffe is at the top of his game with no sign of slowing down. In the Season 3 premier of our Take a Moment podcast, hosts Nathan Bennett and Mari Yamaguchi sit down with “The Mayor of Hinchtown” to find out how true leaders stay driven to succeed — even after tragedy strikes.
42 minutes | Jul 22, 2020
S2 Ep. 19 Leadership Through Crisis: Allyship in Action
During his decades as a leader in the IT space, Don Neault has been fighting alongside those who face systemic oppression in the workplace. Today, as the CEO and founder of Neault Coaching and Consulting, Don helps individuals and organizations better understand the role of an ally — and what it means to take on the struggle of others as your own. In this third and final episode of our series about leading through crisis, hosts Nathan Bennett and Mari Yamaguchi explore what true allyship in action looks like and what it means to put your privilege on the line to amplify the voices of the oppressed.
57 minutes | Jul 15, 2020
S2 Ep. 18 Leadership through crisis: Equity in action
Providing a sense of safety for your employees goes beyond an effective COVID-19 response. Long after the pandemic is behind us and we return to a new type of normalcy, systemic oppression will continue to plague organizations around the world, if left untreated. In part two of our three-part special series on leading through crisis, hosts Nathan Bennett and Mari Yamaguchi welcome Genesys CEO Tony Bates and Eric Thomas, Genesys Global Diversity, Equity and Inclusion Officer, for an earnest discussion about race, fearlessness and the crucial importance of building a sustainable model of equity in action.
52 minutes | Jul 8, 2020
S2 Ep. 17 Leadership through crisis: Empathy in action
From the wildfires that devastated Australia in January to the murder of George Floyd in May to the on-going global pandemic, there’s no question that 2020 has seen more than its fair share of tragedies. During times of crisis, we instinctually look for leadership that provides a sense of security, clarity in communication and empathetic action. The problem is that many leaders lack the skills necessary to respond effectively during times of crisis. In this special three-part series of “Take a Moment,” hosts Nathan Bennett and Mari Yamaguchi explore which characteristics are vital to lead individuals and organizations through unprecedented tragedy. In this first episode, the hosts sit down with Genesys CEO Tony Bates to discuss why empathy is more crucial now than ever for leaders, corporations and humanity.
45 minutes | May 13, 2020
S2 Ep. 16 Leadership in crisis: Knowing where the battle should be
Dr. Woody Myers is no stranger to leading during times of fear and uncertainty. In 1985, he was appointed Indiana’s State Health Commissioner and quickly became one of the most recognizable voices of reason during the HIV/AIDS epidemic. Today, Dr. Myers is pursuing yet another daunting role: He’s running for Governor of Indiana. Join hosts Nathan Bennett and Mari Yamaguchi as they welcome Dr. Myers back to the podcast to discuss his plan for guiding Indiana through the current health crisis. As both a physician and a politician, Dr. Myers offers a unique perspective on leadership during challenging times. We invite you to take a moment and listen.
44 minutes | Apr 29, 2020
S2 Ep.15 Intentional Humanity: The common thread for design, culture, and leadership
Steven Chaparro has been fascinated by structure and design since he was a child. At the age of five, he used a Bugs Bunny art kit to sketch a neighbor’s house. In middle school, he chose to draw Thomas Jefferson’s palatial home, Monticello, for a project on historical figures. Steve knew he wanted a career in architecture and — set out to get it. And after years as a successful architect, Steve has become a different kind of designer altogether. Today, he helps businesses design and transform their cultures. Take a moment with hosts Nathan Bennett and Mari Yamaguchi as they discuss Steve’s views on creating and maintaining a company culture that goes beyond ping-pong tables and open-concept office plans. Steve also shares his insights on brand storytelling, spatial diversity and how intentional humanity is crucial in maintaining culture — especially during times of uncertainty.
39 minutes | Apr 15, 2020
S2 Ep. 14 Architects of success: The Genesys Cloud story
Origin stories are always fascinating. Whether it’s how your favorite superhero was brought to life or how a prominent political figure rose to power, we’re captivated by the beginnings of things. In this episode of “Take a Moment,” you’ll hear a different kind of origin story that, believe it or not, is just as compelling: How the Genesys CloudTM platform was born. Join hosts Nathan Bennett and Mari Yamaguchi as they give you a peek into the early days of a tech start-up where a small team of tinkerer-innovators developed what later would become the leading global platform for seamless customer experiences impacting billions. Guests Robert Ritchy, SVP of the Genesys Cloud Platform, and Glenn Nerthercutt, Chief Architect and Genesys Fellow, were instrumental members of that first small team — and still are critical to the Genesys culture of innovation. Listen as they share their stories of success and failure, including when they knew they had to either build something completely new or build it in a completely new way.
40 minutes | Apr 1, 2020
S2 Ep. 13: Genesys Cloud: Helping people should be an easy job
Robert Baden-Powell, founder of the scout movement, once said, “Leave this world a little better than you found it.” Today’s guest, Randy Carter, Marketing Content Director at Genesys, strives to do just that. Whether it’s designing new services or products in the varied award-winning tenures he’s held in healthcare, financial services or technology, Randy’s philosophy centers on building something to improve quality of life. In this episode, learn how service design principles—from forcing failure to really listening to people —became the foundations of the Genesys CloudTM platform. Randy also explains how he uses these principles of human-centered design as guideposts when developing products and services.
44 minutes | Mar 18, 2020
S2 Ep.12 Beautiful wounds – The art of war and marketing
If you want to become the Chief Marketing Officer of a leading tech company, you can follow these three easy steps. First, become a trained medic in the Dutch Army. Second, earn a degree in International Law specializing in the Law of War. Finally, build a diverse team of marketers with crazy ideas and empower them to create great things. Genesy CMO, Merijn te Booij, joins hosts Mari Yamaguchi and Nathan Bennett to share stories from the trenches of his career in tech and how his military service prepared him to lead a global marketing team through a massive re-branding effort. Merijn also shares his thoughts on what it takes to become an effective CMO as well as lessons we can all learn from his children. This is a conversation you don’t want to miss, so take a moment with us.
46 minutes | Mar 4, 2020
S2 Ep. 11 Failure is just a moment in time
A superhero is born not from their circumstance, but from how they rise through it. It's all a matter of perspective. Do you dwell on your past failure or do you learn and move forward? Listen how John Qualls, Purpose.ly CEO and founder of countless cloud technology companies, used his failures to propel him to success. In this mini-workshop on entrepreneurship, learn from a serial innovator on what it takes to build successful companies and how the intersection of talent and purpose is the key to building the right employee culture.f
50 minutes | Feb 19, 2020
S2 Ep. 10 Technology + empathy = success: Rose-Hulman inspires tomorrow’s geniuses
Since the late 19th century, the Rose-Hulman Institute of Technology has been a leading educator in the fields of math and science. Its graduates have gone on to become renowned scientists, engineers, judges, congressmen, CEOs — and even a professional baseball player. Rose-Hulman continues to develop the brightest minds of the future by tackling one of the largest problems facing teens: math homework. Lindsay Hull, Associate Director of Operations and Education at Rose-Hulman, runs the hotline “Ask Rose Homework Help,” which provides math and science tutoring to students and their parents around the country. In this episode of the “Take a Moment” podcast, Lindsay shares her experiences as an educator and provides insights into the equation: technology + empathy = success.
49 minutes | Feb 5, 2020
S2 Ep. 9 Women in Tech: Walking the path unplanned
Even the best-laid plans can have unexpected outcomes. Learn how two exceptional leaders walked the unplanned path to find success. With a combined 40-plus years’ experience in the technology space, Barbara Gonzalez and Janelle Dieken share their philosophies on building high-performing teams and turning heartbreaks into triumphs. Hear how they’ve used their diverse roles and backgrounds to carve out leadership roles — and get tips from them on ways to empower your teams for success.
46 minutes | Jan 22, 2020
S2 Ep. 8 Bold curiosity: Key attributes for a high-performing creative leader
“Never judge someone until you’ve walked a mile in their shoes.” Some might consider this phrase cliché, but it’s a powerful lesson from his youth that Genesys CEO Tony Bates uses as a guidepost to how to conduct business and lead teams. A leader of many well-known brands, Tony understands that getting it right for the customer means getting it right for employees. Listen to his (un)conventional route to CEO, his philosophies on leadership and building the right company culture, and what he’s learned along the way.
42 minutes | Jan 8, 2020
S2 Ep. 7 Holiday host highlight with Mari Yamaguchi
Ring in a new year and a new decade with the next behind-the-scenes interview with our “Take a Moment” hosts. In Part 2 of the host highlight series, producer Josh Reed sits down with Mari Yamaguchi to discuss her diverse career paths — from professional figure skater, to broadcast journalist to communications advisor for elected officials. Tune in to hear how each career has shaped the way she helps companies deliver exceptional customer experiences.
42 minutes | Dec 18, 2019
S2 Ep. 6 Holiday host highlight with Nathan Bennett
Since the first episode of “Take a Moment,” you’ve heard from amazing and talented individuals across multiple professions and industries. And 2020 will be no different — with a great lineup of guests and enticing conversations. To wrap up 2019, we thought it was time to go behind the scenes and let you get to know our hosts better. In Part 1 of the Holiday host highlight segment of “Take a Moment,” producer Josh Reed puts host Nathan Bennett in the hot seat. Tune in as we take a deep dive into Nate’s many career paths and examine the roles and positions he’s held — from stage acting in New York to evangelizing the importance of story and brand in a company.
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