Listen Now

Rick Denton shares an episode from his podcast, CX Passport, a conversation with people about customer experience with a dash of travel. In this episode, he has a brilliant conversation with Sharon Boyd who is from the UK. She is the author of Customer Experience 2,  and the CXO of MKL Innovation.  Key points include: 03:26: The power of gifting 08:34: The ten-pence CX celebration 13:07: The Valentine’s Day, greaseproof paper incident 17:31: The Disney approach to CX 21:42: CX in the airline industry Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at www.umbrex.com.

403. Rick Denton on Excellent Customer Service Rick Denton has over a decade of experience in customer service and relations; he is now the managing principal at EX4CX, a company that helps companies increase revenue by listening to customers and creating great experiences for their customers. In this episode, Rick shares his expertise in this field and talks about his new podcast. Rick can be contacted through linkedin.com/in/rickdenton or his company website http://www.ex4cx.com. You can also listen to his podcast at cxpassport.com. Key points include: 04:52: Customer experience projects 11:02: The biggest tools used in customer service 14:19: The difference between customer experience and customer insights 22:23: “Holy smokes” case examples Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at www.umbrex.com.

Jonathan Baillie Strong is a B2B podcast strategist and the founder of Spotlight Media, a company that helps consulting firms and mission-driven companies build more authority and grow their businesses with podcasting. Today, he shares insights from the world of podcasting from pre-production to promotion.  You can learn more about Spotlight Media at http://www.spotlightpodcasting.com/, and you can connect with John through linkedin.com/in/jonbstrong, or his personal website https://jonbstrong.com  Key points include: 00:29: Helping Tim Ferris launch his podcast 05:17: How podcasting has helped consultants connect with clients 09:23: The process of developing and launching a podcast 12:26: A podcast production checklist 20:41: The fee structure of a podcast production agency Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at www.umbrex.com.

Rudra Chatterjee is a writer, and the chairman and managing director of Luxmi Tea. While he writes predominantly about politics and economics, he is also vastly knowledgeable about tea, and in this episode, he talks about various aspects of the tea industry from growth to distribution.  Rudra can be contacted through https://www.linkedin.com/in/rudrachatterjee, and you can learn more about his company and buy tea at http://www.luxmigroup.in/ or makaibari.com Key points include: 03:10: The birth of the tea industry in India 07:55: The tea plantation organisation  14:31: Increasing the long-term value of the plantation 20:11: The relationship between the owners and workers of the plantation 29:27: How to ensure a top-quality cup of tea Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Alec Hudnut is an alum of Harvard Business School and McKinsey. He is now a managing partner at Vici Partners, a firm of experienced professionals focused on helping clients improve execution and dramatically grow earnings, and in this episode, Alec discusses the work they do at Vici Partners. You can connect with Alec on https://www.linkedin.com/in/alec-hudnut-8562071, or email him at ahudnut@vicipartners.com Key points include: 02:30: The fee model at Vici Partners 05:52: The 100-day sprint surfacing phase. 12:26: The major categories of ideas 20:46: Tracking and managing ideas 27:44: Running the talent at Vici Partners Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Annie Scranton is the founder and president of Pace Public Relations; she has been a producer at the CBNC, an assistant booker at Fox News, a booking producer on Good Morning America with ABC News, and has a Masters in Public Relations. In this episode, Annie shares her experience and knowledge in public relations. Annie can be reached through https://www.linkedin.com/in/anniescranton or her company website http://www.pacepublicrelations.com Key points include: 10:00: Becoming a known expert  17:19: Tips on being picked up by a reporter 23:05: Objectives and process of working with a PR agency  32:22: ROI on working with a PR agency 36:03: How to find and select a PR agency Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Sam Gupta has nearly two decades of experience in commercializing technology solutions, building multi-million dollar technology practices, and managing large enterprise software programs to drive digital transformation initiatives. He is the principal consultant at ElevatIQ, Inc., and in this episode, he talks about manufacturing enterprise resource planning (ERP) systems.  Sam can be contacted at https://www.linkedin.com/in/samguptausa/ or the website https://www.elevatiq.com/ Key points include: 07:20: The key processes of ERP 16:16: Inflection points and the integration of ERP systems 24:50: The range of activities of Elevate IQ 27:29: Big name companies selling ERP software 29:06: The rip and replace process Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Neil Gardner a digital strategy consultant who helps clients to design and implement digital transformations, and he is the founder and principal of NMG Advisory. As an advisor to CIOs at regional banks, he helps move their teams from cost center to value creation center. Neil can be reached through https://www.linkedin.com/in/neilmgardner/ or https://www.nmgadvisory.com/ Key points include: 00:35: What a CIO does and how much bank revenue it costs 04:17: Infrastructure operations organization 09:19:  Data and architecture categories 12:53: How the IT department creates business value 25:54: IT organisation aligned with business strategy Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

  Jessica Lackey is an ACC Coach, a McKinsey alum with an MBA from Harvard MBA, and a  Fortune 500 Operations Leader. In this episode, she talks about the mature integrated planning process and the nuts and bolts of the traditional SAP processes. Jessica can be reached at linkedin.com/in/jessica-lackey or through her website https://www.jessicalackey.com/ Key points include: 01:47: A perspective on sales and operations planning (SNOP) 08:56: Common issues in the sales and operations planning process 16:05: AI, heuristics, and advanced planning systems 18:19: Case examples of the reconciliation process 25:22: Consulting opportunities in sales and operations planning Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Drew Kerr is the founder and president of Four Corners Communications, a company that provides pro-active strategic communications and coaching for digital media companies, high-growth startups, and consumer research firms. In this episode, he shares five key communication rules. Drew can be reached at linkedin.com/in/drewkerr or his website www.four-corners.com. Key points include: 03:52: The money line 10:58: Using a story 14:02: The power of the headline 19:20: Concise and active 23:39: How to be a good moderator Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Susan Drumm is an Umbrex member and the CEO Advisor, Leadership Coach, and founder of Meritage Leadership. She has graduate degrees from Harvard Law School, Carnegie Mellon, and an M.A. in Drama from London Academy of Music and Dramatic Art, and today she shares the first episode from her podcast, The Enlightened Executive.  You can find Susan’s podcast at http://EnlightenedExec.com. Key points include: 06:50: Why focus is learned 10:31: The first step in focus training 13:47: The role of multitasking 18:41: An example of focusing in action Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Hung Nguyen is a McKinsey alum and a principal at OUTLAST Consulting, a purpose-driven professional development + strategy firm focused on fueling innovation and empowering diverse talent. Prior to OUTLAST, she headed the Digital Center of Expertise at BP, where she piloted user-centric ways to recruit, develop, and deploy talent. Today, she talks about diversity inclusion and strategies companies and individuals can use to improve inclusion awareness. Hung can be contacted through her LinkedIn profile https://www.linkedin.com/in/misshungnguyen/ or reached through the Outlast LLC website. Key points include: 03:47: Situations that involve professional development for diverse talent 09:05: Tactics used to deal with difficult situations 12:21: Responding without threatening 16:13: The structure of diversity training 24:19: Clients’ objectives in diversity training 34:30: The broader impact of diversity inclusion Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

John Jeffcock was a captain in the British Army; he is now an author, a consultant, and the CEO of Winmark, a world-leading C-suite network business that interviews and profiles Chief Executive Officers from across the global corporate landscape.  Key points include: 02:45: How Winmark helps members make connections 09:40: Networking during COVID 11:04: The big topics of discussion at networking events 15:14: How to make effective connections 24:40: How the selection of content is made John can be contacted through the Winmark website or through LinkedIn. Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com. 

  Adam is a decorated combat veteran and a cybersecurity consultant who started his career with the U.S. military; he was part of the team working on the Global War on Terrorism before starting a private practice where he advises government agencies and the private sector. He is now the CEO of A.R. International Consulting, LLC and a national news on-air analyst. Key points include: 02:53: Training with NATO and being deployed to Afghanistan 07:01: Getting set up as a federal contractor 10:25: Setting up an advisory board  16:14: Specific services for the private sector 26:15 Asset recovery Adam can be reached through his website, adamroosevelt.com, or through LinkedIn. You can also follow him on Facebook, YouTube, and Instagram. 

Braden is a startup entrepreneur, an action-oriented and strategic operator, and consultant with operational expertise in a broad range of experiences across crypto, hedge funds, software technology (SaaS), commercial real estate, management consulting, luxury retail, and more. In this episode, he discusses his purpose, working with Bridgewater and Knotel, and time management.  Key points include: 03:06: Braden’s operating value 08:29: The list of operating practices 10:18: Installing and eliminating habits 18:57: Time blocking and deep work 27:47: Texting vs. talking 29:54: Bridgewater and Knotel Braden can be reached through his website, www.bradenww.com or through LinkedIn.  Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Spish Rurak is a McKinsey alum, the president of Rurak and Associates, and a noted advisor and consultant to consultants. Spish works with many consultants from top-tier firms based in the U.K. and has served as a career transition coach to several thousand management consultants. Today, he discusses the challenges of the remote job search and interview and how to overcome them. Key points include: 02:05: The differences of the job search during the pandemic 09:41: Supply and demand channels 17:26: The advantage to the job seeker 22:52: Three channel recommendations for the job seeker 33:29: Outreach tips 44:47: Organisation tips You can reach out to Spish on LinkedIn.  Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

  Steven Pressfield’s books have been hugely influential on my life and it was a real thrill to welcome him on the show. Steve is the author of Gates of Fire and about a dozen other novels, mostly historical fiction set in the time of ancient Greece and Rome. He’s also the author of the modern classic The War of Art: Break Through the Blocks and Win Your Inner Creative Battles. Steve’s latest book is A Man at Arms, a fantastic deliver-the-message tale about a retired Roman legionnaire who has been ordered to intercept the messengers who are trying to deliver Paul’s letter to the Corinthians. I liked this book so much that I’m giving away 25 copies to listeners of this show. Get your copy here: http://bit.ly/GetAManAtArms For more info about Steve, visit https://stevenpressfield.com/ Key points include: 09:56: What to do when the muse visits 15:16: Why Steven reads non-fiction. 16:17: Research for Steven’s books 22:25: Children developing creativity 26:11: Resistance is universal 27:53: How Steven recognises a professional 31:20: Thoughts on masculinity Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

  Marcia Nuffer has an M.B.A. from Harvard Business School and a B.S. in Mechanical Engineering. As McKinsey’s Chief Learning Officer, Marcia was responsible for building one of the most lauded global leadership development programs in the world. She has over 25 years of strategy and leadership development experience and runs her own company, BlueShor. Key points include: 05:15: Roleplaying in training 12:35: The McKinsey Academy 17:57: The Senior Training program 20:38: Examples of exercises for senior partners 27:51: The work at Blueshor 45:07: The assessment Marcia developed You can learn more about Marcia’s company on the website at www.blueshor.com, and you can reach out to Marcia through email at marcia@blueshor.com. Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.

Aneta Key is an independent consultant who has established her own firm, Aedea Partners, where she helps organizations design rollout and usher programs like digital transformation, or strategy rollout, or change management, and culture change. She also designs and facilitates decision-making offsites. Aneta can be reached through her website, www.aedeapartners.com and she is active on social media.  Key points include: 03:27: Applying gamification to business scenarios 14:18: Capability building for consultants and consulting firms 18:39: The design and delivery of sessions 26:39: The topics covered by Aneta’s firm Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.  

  Sally Dominguez is a former architect, award-winning inventor, and author. She is a sustainable resilience expert and 10XInnovation Strategist. Today, she discusses her book, EPIC Resilience, and explains the strategies in the book for developing a personal resilience and growth mindset to not only survive but to thrive in constant change. Key points include: 01:23: The Singularity University. 05:06: How to be resilient emotionally 07:56: Identifying values and purpose 11:15: The power of authenticity 20:10: The impact of sleep and sugar 24:16: Intellectual and creative growth You can order Sally’s book, EPIC Resilience: Thriving through Chaos and Change, on Amazon, view the slim tank invention for water conservation, and visit her website at: http://www.sallydominguez.com/ Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.