8 episodes

Communications technology empowers people to work the way they want—anytime, anywhere, and from any device. Today’s digital workplace creates tighter bonds between employees, customers, and partners. Connection is a podcast that brings you stories and expert opinions from the frontlines of the workplace, enabling listeners to reimagine the worlds of employee and customer engagement.

Connection RingCentral

    • Business
    • 4.4 • 9 Ratings

Communications technology empowers people to work the way they want—anytime, anywhere, and from any device. Today’s digital workplace creates tighter bonds between employees, customers, and partners. Connection is a podcast that brings you stories and expert opinions from the frontlines of the workplace, enabling listeners to reimagine the worlds of employee and customer engagement.

    Scale it Like Santa: Simplifying the Complexities of Global IT

    Scale it Like Santa: Simplifying the Complexities of Global IT

    Scaling a business globally is challenging, whether you’re leading supply chain, implementing IT services, or delivering presents by reindeer and sleigh. The teams managing IT infrastructure are charged with keeping the lights on while adapting to the requirements of an ever-expanding and changing global workplace. A seemingly never-ending list of requirements and red tape can be overwhelming and off-putting for even the most experienced of teams.

    In this episode, host Robert Murphy is joined by three guests to break down the geographic, technological, and regulatory challenges facing global organizations and the opportunity provided by the cloud to simplify the experience.

    • 25 min
    Four Critical CIO Mindsets for 2020 and Beyond

    Four Critical CIO Mindsets for 2020 and Beyond

    In today’s enterprise, CIOs are responsible for managing innovation and must balance the rate of change with the impact of taking on and adapting to new roles and responsibilities. They also have to focus on the top line and increase revenue, create better customer experiences, and improve employee productivity. Today’s CIO manages the delicate balance between technological innovation and the costs of doing so.

    In this podcast, RingCentral CIO, Trevor Schulze, and Connection host, Robert Murphy, discuss how to reframe the approach to innovation at an individual and organizational level in a way that will prepare CIOs, IT teams, and businesses to adapt and take advantage of what is coming next.

    • 24 min
    Science Over Sentiment: How UX is Driving Today’s EX

    Science Over Sentiment: How UX is Driving Today’s EX

    The design of the applications your business relies on can make or break your employee’s focus, productivity, and day. When you use thoughtfully designed, elegant tools, you provide the best opportunity to get the job done. But what does it take to bring an optimal employee experience (EX) to life?

    Today’s user experience (UX) design process is a rigorous approach aligned closely to the scientific method. In this episode, Robert Murphy is joined by RingCentral’s Vice President of User Experience, Michael Peachey, to discuss the four principles designers use in order to make the most of our digital interactions.

    Learn how designers:
    * Develop the spark of an idea into a working concept
    * Understand and articulate the real problem
    * Eliminate the role of ego in projects
    * Develop a testable hypothesis

    • 16 min
    Understanding an Overlooked, but Critical, Cause of Poor Customer Experience

    Understanding an Overlooked, but Critical, Cause of Poor Customer Experience

    What if the critical decisions we make in the workplace are simply assumptions? What if the significant gains in performance and revenue were held back by overlooked aspects of business operations?

    When the topic of poor CX comes up, it is often seen as a function of agent behavior or long phone trees. That can absolutely play a part. But the story is not always what it seems. In this podcast, Jon Arnold from JArnold and Associates and Robert Murphy discuss how the right technology can improve interpersonal dynamics between agents and customers, and agents and coworkers.

    • 36 min
    The Hidden Cost of Missed Customer Service Opportunities

    The Hidden Cost of Missed Customer Service Opportunities

    The relationship between customers and businesses has changed dramatically in recent years. Today brands can’t bank on customer loyalty. When customers receive poor service, they won’t think twice about moving on. The data shows that customers have stopped doing business with brands an average of four times in the past year after a bad customer service experience.

    If losing a customer due to a poor experience isn’t bad enough, there’s also the issue of negative social media and online reviews. One recent study shows 92% of dissatisfied customers in today’s digital age are more likely to air their grievances in public forums and social networks, hurting a company’s brand and impacting overall market and customer perception. A simple negative comment, if left unaddressed, can balloon into missed opportunities.

    In this podcast, host Robert Murphy and guest Julien Rio discuss the four most common types of missed opportunities and what can be done to ensure your business is protected. If you have ever doubted that the smallest customer service problems can have tremendous consequences for your business, you’ll want to listen to this podcast.

    • 21 min
    Managing Employee Technology Expectations

    Managing Employee Technology Expectations

    New technology applications span every conceivable market and offer a wide range of abilities that can take the heavy lifting out of everyday tasks in the workplace–especially AI. Given this tremendous potential, why wouldn’t companies push AI into every aspect of business today?

    In this episode of Connection, join Curtis Peterson, Anthony Cresci, Ben Parr, and Robert Murphy as we explore why businesses today should balance what they may gain from AI with how it will impact employees, and developing strategies that optimize productivity while limiting fears.

    Speakers:
    Curtis Peterson, SVP Cloud Operations, RingCentral
    Ben Parr, Co-founder and President, Octane AI
    Anthony Cresci, VP Business Development and Operations, Theta Lake
    Robert Murphy, Content Marketing Director, RingCentral

    • 26 min

Customer Reviews

4.4 out of 5
9 Ratings

9 Ratings

PDC Learning ,

Excellent content!

This is a really well conceived and produced podcast. A vital resource for anyone interested in the fascinating intersection of CX and EX.

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