25 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

    • Careers
    • 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.

    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 from Concentrix to the show 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.

    • 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...

    • 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...

    • 35 min
    Trends for Call Center Agent Staffing

    Trends for Call Center Agent 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. 

    Also:

    Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response)
    The legal turmoil around Social Media Candidate Profilin

    • 33 min
    The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy

    The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy

    Welcome to the latest episode of Customer Driven. In this episode, Chad is talking with Justine Santa Cruz, SVP of Enterprise & Retail at Satisfi Labs, an AI-powered Knowledge Management Platform. Justine brings a wealth of knowledge on the future of AI in Customer Experience and the overall evolution of customer communication channels. Chad and Justine also discuss the 5 most important questions to ask before buying or building any new technology for your brand. 

    • 34 min
    Why Should I Care – How Blockchain is going to change the future of Customer Service Support

    Why Should I Care – How Blockchain is going to change the future of Customer Service Support

    Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Jerry Leisure, VP of Customer Success with Forte Labs. Jerry has been in the Customer Service Leadership space for over 20 years and moved into the gaming space in 2016 with Kabam. Jerry has since joined Forte Labs, a platform company in the gaming space that allows game developers to easily utilize the security of blockchain technology.  

    • 29 min

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4 Ratings

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