27 episodes

Customers on your mind? Executive Chad McDaniel hosts this highly interactive show on everything related to customer success. Chad and his guests discuss all things impacting today’s customer leaders, while sharing their own unique insights and experiences. Chad is well known for leading Execs In The Know, one of the largest customer experience communities on the planet. Connect on best practices across the industry with unfiltered, unplugged conversations with leaders learning from leaders. Customer Driven, every episode.

Customer Driven with Chad McDaniel Chad McDaniel

    • Business
    • 5.0 • 4 Ratings

Customers on your mind? Executive Chad McDaniel hosts this highly interactive show on everything related to customer success. Chad and his guests discuss all things impacting today’s customer leaders, while sharing their own unique insights and experiences. Chad is well known for leading Execs In The Know, one of the largest customer experience communities on the planet. Connect on best practices across the industry with unfiltered, unplugged conversations with leaders learning from leaders. Customer Driven, every episode.

    How Process Analytics is Transforming the Future of CX and Operations Work

    How Process Analytics is Transforming the Future of CX and Operations Work

    Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Andrew Kortina, Co-Founder and Co-CEO at Fin Analytics, a comprehensive measurement platform for operations work.
    CX operations “results metrics” (things like CSAT, NPS, handle time, close rate) are a good indicator of what’s happening, but not necessarily why. Join Chad and Andrew as they discuss better ways to manage contact center operations and improve productivity using rich insights from work-derived data. Specific topics explored on the podcast include:
    Using process analytics to identify and overcome roadblocks to greater program success Driving efficiencies by measuring agent actions at a granular level Transforming raw data into sensible, actionable insights that fuel change The impact of COVID-19, and a now remote workforce, on workflow and work process Andrew is Co-Founder and Co-CEO of Fin Analytics, a comprehensive measurement platform that provides operations leaders with “full funnel” insights into the work of their team. Features like live insights and video playback help operations managers quickly spot process improvement opportunities, decrease variance, and optimize workforce resources.
    For more information about Fin Analytics, visit: https://www.fin.com/. If you’d like to connect with Andrew directly, you can do so via email at kortina@finxpc.com.
    Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify and or watch the video podcast on YouTube!

    • 30 min
    The Current Landscape of AI-Powered CX

    The Current Landscape of AI-Powered CX

    Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin, Chief Marketing Officer at SmartAction, an industry leader in developing and deploying purpose-built, AI-powered virtual agents for customer service.
    In this episode, Chad and Brian discuss the impact of the COVID-19 pandemic on self-service trends, as well as other topics including:
    The COVID-19 impacts on consumer behavior The current state of the human-to-AI interaction landscape The biggest self-service demands that have emerged Development cycle differences between chatbots and AI-powered voice solutions How the business drivers for AI adoption have evolved beyond just a good CX and ROI

    https://www.smartaction.ai Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify or watch the video podcast on Youtube.

    • 35 min
    Making Meaningful Differences in Dramatically Changing Times with Jyllene Miller from Concentrix

    Making Meaningful Differences in Dramatically Changing Times with Jyllene Miller from Concentrix

    Chad welcomes Jyllene Miller to discuss how Concentrix, a company that specializes in customer engagement and business performance, has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19.

    https://www.concentrix.com/ 

    Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!  

    • 37 min
    How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq

    How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq

    Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Mike Myer, CEO and Founder of Quiq, a business messaging company in the customer service world. Hear Mike's unique perspective about the integration of these technologies into a successful customer experience. 

    Chad and Mike also discuss:

    - Shift of preference of consumer adoption within self-service channels
    - Which industries are successfully adopting these technologies
    - Complex transactions and messaging channels
    - Is it better to be an early adopter?

    https://goquiq.com/

    Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

    • 34 min
    Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

    Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

    In this episode of Customer Driven, Chad is chatting with Vicki Perryman, Senior Vice President of Humana. Humana is a global operations organization focused on enabling their members to utilize their benefits and access providers for the care they need.

    Chad and Vicki also discuss:

    - Her start with Ebay
    - Humana's main channels for Customer Engagement
    - How to utilize insights to drive customer satisfaction
    - How Humana determines when and what to outsource
    - What it means to become a "partner in health and aging"

    Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

    • 35 min
    Trends for Call Center Agent Staffing with Scott Simpson, President of Precision Staffing

    Trends for Call Center Agent Staffing with Scott Simpson, President of Precision Staffing

    Welcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as difficulties in retaining the right hires. 

    Chad and Scott also discuss: 

    Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response)
    The importance of the Candidate Experience
    Soft skills vs. technical skills
    The legal turmoil around Social Media Candidate Profiling

    Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

    • 33 min

Customer Reviews

5.0 out of 5
4 Ratings

4 Ratings

Top Podcasts In Business

Ramsey Network
Andy Frisella #100to0
NPR
Jocko DEFCOR Network
BiggerPockets
Tim Ferriss: Bestselling Author, Human Guinea Pig