Dare to Reimagine: A Podcast for CX Innovators with Genefa Murphy Five9

Nearly half of us would rather go to the dentist than call customer support. At heart, it’s a trust issue, and consistency and predictability lies at the core of great CX.
Hear our conversation with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC:
- Why customer experience and customer expectations must be equal
- What “skimpflation” is and how brands should respond
- How to use chatbots seamlessly and effectively for great CX
More information about Shep and today’s topics:
- LinkedIn profile: https://www.linkedin.com/in/shephyken/
- Company website: https://hyken.com/
- I’ll Be Back by Shep Hyken
Ready to rethink what’s possible in CX? Follow us on Apple Podcasts, Spotify, our website, or anywhere you get podcasts.

The first thing you should do when a customer complains — Thank them. They’re pinpointing issues that the team can now fix.
But if you want the kind of team that embraces complaints and goes to work with enthusiasm, there must be a focus on the employee experience.
Nick Glimsdahl, Director of Contact Center Solutions at VDS, joins me today to discuss his new book and all the reasons why the employee experience should be your main area of focus for a better customer experience.
Join us as we discuss:
138 pages of nothing & the digital transformation
Lessons learned about customer experience & service
Moving a contact center to the cloud
How to do employee retention right
Tip of the week for listeners


Ready to rethink what’s possible in CX? Subscribe to every episode of Dare to Reimagine on Apple Podcasts, Spotify, our website, or your favorite podcast player.

When dealing with every single customer, you have to understand the individual end-to-end customer journey.
That requires a single source of truth — which most companies don’t have.
Zeus Kerravala, founder and principal analyst at ZK Research, joins me today to discuss using data to integrate sales and service.
Join us as we discuss:
Why sales and service should become best friends
The importance of data integrations, especially with the contact center
A word of wisdom to the vendor community
Why you need a Chief Experience Officer
An urgent need to be agile, adaptable, and scalable  


Ready to rethink what’s possible in CX? Subscribe to every episode of Dare to Reimagine on Apple Podcasts, Spotify, our website, or your favorite podcast player.

The ground is shifting beneath us.
Because of the pandemic, massive advances have been made in digital engagement and automation. And those twin pillars have led us back to a hot topic from six years ago — the customer journey.
When we talked about the customer journey before, we didn’t really know what to do with our data. But now, we have ways to leverage it in a myriad of paradigm-shifting ways.
In this episode, I’m joined by a titan of the CX and contact center world, Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, to talk about some of these emerging trends.
Join us as we discuss:
- Who should be making contact center decisions
- How customer data platforms help extend customer personas
- The role analytics plays in driving service strategy
- What the biggest trends will be in 2022
Resources mentioned during the podcast:
-The Long-Distance Leader by Kevin Eikenberry and Wayne Turmel
Ready to rethink what’s possible in CX? Subscribe to every episode on Apple Podcasts, Spotify, or our website.
Listening on a desktop and can’t see the links? Just search for Dare to Reimagine in your favorite podcast player.

Do you have the unifying trifecta of method, message, and martech working for you? Or is your customer journey somehow still siloed — with your contact center the least aligned of all?
In this episode, I interview Neil Valentine, chief revenue officer at Lucency, about creating a unified customer journey that integrates the contact center into the marketing and sales flow.

Working tools into your retail experiences that allow you to connect with your customer through their mobile device on their preferred digital channels is a tall order. Integrating technology into the customer experience must start with a customer-centric strategy that focuses on layers of gratification.
In this episode, I interview Melissa Gonzalez, CEO and founder at the Lionesque Group, about empowering the retail experience with human connection through technology.
Join us as we discuss:
The surprising survey results about personal mobile devices in stores
The overlap between retail strategy and hospitality
Starting with the customer when developing your technology strategy
What makes a successful tech-enabled retail experience


Check out this resource we mentioned during the podcast:
Shout-out to Nike 


Ready to rethink what’s possible in CX? Subscribe to every episode on Apple Podcasts, Spotify, or our website. 
Listening on a desktop and can’t see the links? Just search for Dare to Reimagine in your favorite podcast player.