Curated Experience

How did the idea of shipping cookies start for Nom? How can you use gifts to break through the noise in our digital world? How can you use gifting in a service recovery environment? She shares her goldfish moment - it is a delightful Christmas story. Chelsea is cofounder of Nom - https://www.getnoms.com/assortments https://www.linkedin.com/in/chelsea-martin-88005512/ 

The Curated Experience Podcast hosts Joseph Maxwell of Parlance, for episode #79 Why is the phone automated system and IVRs so universally hated Why speech recognition alone doesn't get the job done Building a phone system that works for elderly patients 35% of callers gets transferred, they don’t like it, and it can be prevented You can improve the employee experience by letting callers speak naturally to connect, when they call into your organization on the phone Easy to use self-service and automated call routing frees up employees to help callers who need complex support or empathy Connect with Joseph Maxwell on Linkedin or visit the Parlance website https://www.parlancecorp.com 

The power of very simple changes to your language to the customer experience How do you use words to remove customer friction in service  In service recovery - How to Say Sorry less, apologize more What are the steps in actually getting forgiveness when your brands screw up How do you use words to reduce turnover Where do you start? Contact Krister - https://www.linkedin.com/in/kristeru/ on Twitter: @meetkrister

How many metric should you have? Should it be uniform across roles Not every metrics belongs on a scorecard Should you vary the weighting by role? What are the five metrics? CSAT First Contact resolution Tune in to hear the other 3 Follow Bob on linkedin and twitter

The CFO and the C suite are humans with their own needs Your communication must be tailored to what they care about Focus on their metrics, and their outcomes Stop assuming everyone cares about happy customers as an end to itself. You need political Capital Start by executing on small changes in your purview Bank the capital from small wins Spend the capital on big projects Reach Bob on twitter

Bob & I discuss why training for front line leaders are so important What you can do to educate yourself continually as a supervisor? This course is for current and future contact center leaders What is included in my Contact center Management course Who should take it and some high praise  The contact center management course is available for purchase at https://www.betterexperiencegroup.com/ccm/  Follow Bob on linkedin and twitter

  Everyone claims they want to provide a great customer experience and then their actions don't match their words We have a bias in our CX Strategy that get sin the way of seeing the entire customer Journey from the customer POV We hire people then brainwash them into thinking they now work for the greatest company on earth with the greatest products and services. We do not train them to be curious about customers in a way that will uncover value This is why he created Value Selling 2 things you can start doing immediately Ask Why And listen well enough to use your customers language. Connect with Chad Sanderson on linkedin and on twitter

Don't be afraid to make a mistake Build a "river of information" Get a tribe - make connections  Join associations like CCNG 13:23 What learning looks like in a remote world Learn from mentors and being a mentor   Reach us at https://www.linkedin.com/in/bobfurniss/ https://www.linkedin.com/in/amastenumah/  

Is the stereotype of contact center true? Did you watch the show about the call center called Outsourced The characteristics of a bad contact center environment in one word is surveillance If you do not trust your employees you are doing it wrong Contact centers create too many rules for the exceptions not the rule. Are your rules for the employees or for you Tips for making changes in the contact center for the better without spending a penny Getting to the bottom of the employee sentiment.   Reach out to Bob @bobfurniss on twitter Reach out to Amas @amastenumah on twitter

Gary York is a serial entrepreneur and technologist and CEO of helplightning Teleportation is coming but in the mean time we have Augmented reality specifically virtual presence. Differentiation Virtual Reality from Augmented Reality How does Augmented reality help on the front end (sales) of the experience -proposals for B2B in Pre-Sales  Field Service may be the biggest opportunity for Virtual Reality in CX The potential reduction and elimination of truck roll is a game changer It is one of those solutions that can reduce costs and improve the customer experience Covid is accelerating this trend. More information about Help Lightning and Gary York   @garyyorktech on twitter

Show Notes Bob once wrote 5 years ago "Omnichannel or Die" we ask Bob if that article aged well The compounding effect of doing better on digital channels The rumors of the voice channel demise was greatly exaggerated  What are the new goals of Omni Bob's Sales/Marketing envy rears its ugly head agan Situational Video vs Video everywhere

Employees, customers or Shareholders if you had to start with one Is your "Why" Strong enough but more importantly "who" will you become. What separates the "haves" vs "have nots" How do you turn turnover into an opportunity Why leadership is the number one investment every organization should make.

Haves or Have nots The most customer centric Company on earth story Why posters on the wall and a new value statement telling the world you care about the customer is worthless How do you get the CFO on board for your cx efforts Commercial Chief customer officer StakeHolder Hierarchy - who comes first -  customer, employee or stakeholder. His answer will surprise you Your company needs a North Star for CX that is meaningful and attainable. Jason is on Linkedin at https://www.linkedin.com/in/jasonsbradshaw/ 

Books to read - Never eat alone, Good to Great, who move my cheese, freakonomics Contact center churn - Why did you stick around so long Diversity in contact center Most embarrassing day of your professional career

In the age of Ai, and tech and more tech we still need humans and more than ever before. _ Chatbots, chatbots chatbots -reducing cognitive load on the rep by getting every single agent an AI assistant  -Trends post Covid-19 Embrace WFA - Work from Anywhere Beware of data/asset protection Think about its impact on channels Full view of the customer experience. GQ is cofounder of LTV plus - https://www.ltvplus.com/author/gq/ Twitter: https://twitter.com/gqfu 

3 Tips if you have never managed a WFH team Distraction Management Engagement  Reporting Digital for short communications Zoom/Webex isn't feedback Use the YMCA method of coaching Bob's dress code on Video conferencing

- People first - Be honest -Say when you don't know -Take stock in things that are working now or not working to incorporate into your playbook -Be a decent Human Being 

What role do surveys play in getting the voice of the customer? Why do less and less people respond? How do you build a world class VOC program? Where do you start? our show was listed a top show on https://blog.feedspot.com/customer_experience_podcasts/ Reach Bob across all channels @Bobfurniss

All the talk about AI eliminating jobs of folks in trucking and contact center agents Is this true? We are not there yet. AI will democratize decision making  Reducing the needs for front line manager It will improve the customer experience

Bob Furniss and I prognosticate on what the future of the contact center would look like. Starting with its mission What skills the people will need Goals and Metrics Reward and Incentive