81 episodes

Dare to Reimagine is a show that brings bold new ideas from the innovators who are transforming customer experience and changing the way businesses connect with customers.
Our host says it best:
“On the podcast, we want to help companies rethink what's possible in CX, and dare to reimagine to be different.” – Genefa Murphy
Join a lineup of industry luminaries who discuss topics like the power of the cloud, the contact center of the future, AI, customer experience, agent empowerment, omnichannel in the call center, and more.
If your goal is to deliver extraordinary experiences for your customers and your contact center agents, this is the podcast for you.

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

    • Business
    • 4.8 • 15 Ratings

Dare to Reimagine is a show that brings bold new ideas from the innovators who are transforming customer experience and changing the way businesses connect with customers.
Our host says it best:
“On the podcast, we want to help companies rethink what's possible in CX, and dare to reimagine to be different.” – Genefa Murphy
Join a lineup of industry luminaries who discuss topics like the power of the cloud, the contact center of the future, AI, customer experience, agent empowerment, omnichannel in the call center, and more.
If your goal is to deliver extraordinary experiences for your customers and your contact center agents, this is the podcast for you.

    How to Clean Your CX Data before moving to the cloud

    How to Clean Your CX Data before moving to the cloud

    Without regular maintenance, your contact center’s back-end software can pile up, causing a drop in performance and even larger issues down the line. Even more concerning, if you are planning a move to the Cloud, you want to ensure you don’t carry legacy problems and dirty data with you. 
    McGee-Smith Analytics President & Principal Analyst Sheila McGee-Smith and Blackchair CEO & Co-Founder Jason Owen share their tips for keeping your CX software clean and adaptable for future challenges.  
    Ready to rethink what’s possible in CX? Follow us on Apple Podcasts, Spotify, our website, or anywhere you get podcasts.

    • 26 min
    CX in Social Media: Meet your customers where they are

    CX in Social Media: Meet your customers where they are

    Over the past decade, social media became a primary way for consumers to connect with large-scale businesses. It offers public transparency to customers which empowers their voices, and it gives companies an opportunity to build trust among their followers.
    In this episode, B2B tech influencer and content creator Evan Kirstel shares his insights on how some companies use social media to its full potential and how others use it in ways that could harm their brand identity.
    Ready to rethink what’s possible in CX? Follow us on Apple Podcasts, Spotify, our website, or anywhere you get podcasts.

    • 20 min
    Balancing Sustainability and Customer Needs

    Balancing Sustainability and Customer Needs

    In the modern customer service world, it’s more important than ever that brands make it clear that they stand for more than just profits. 
    So how exactly can a company ensure that customers know that it stands for something? 
    I recently sat down with Aspirational Futures Founder and CEO Sally Eaves to discuss doing the right thing as a company. In this episode of Dare to Reimagine, Sally shares insight on the importance of building a comprehensive ESG strategy, what motivates employees to become brand ambassadors, and why it’s necessary to replace box-checking with actual change. 
    Join us as we discuss: 
    How ESG investment promotes conscious consumerization 
    Setting expectations with employees about what the company stands for
    The importance of digital integration in a hybrid workplace environment

    • 22 min
    Grow Trust in Your Brand with Consistency & Predictability

    Grow Trust in Your Brand with Consistency & Predictability

    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.

    • 24 min
    How to Create a Better Customer Experience through Employee Focus

    How to Create a Better Customer Experience through Employee Focus

    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.

    • 20 min
    Are Sales & Service Friends or Foes?

    Are Sales & Service Friends or Foes?

    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.

    • 22 min

Customer Reviews

4.8 out of 5
15 Ratings

15 Ratings

MWRoseGlobal ,

That's Genius

I am really excited to be hosting these podcasts - cloud contact centers are poised to change dramatically the customer experience, and decision makers will hopefully get tips and useful information to help them navigate the world or cloud, AI and all things contact center. Hit me up on twitter @MWRoseGlobal - always looking for suggested topics or even questions. Happy listening. Michael

Superfragelistexpealadoshass. ,

Her Voice is annoying

I can’t stand to listen to the host’s voice. It’s piercing. She is super annoying even if the content is good. My recommendation is that she tones it down a bit and let her guests do all the speaking

James Carbary ,

Excited

Being on the production team of this show, I am incredibly excited to see this podcast come to life! This show is going to add incredible value for listeners.

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