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In Ep. 11, we dive deep into why customer service is the real game-changer in delivering the brand promise and why it deserves a seat at the C Suite. We also explore the power, challenges and Opportunities of Machine Learning in customer service. We also explore how customer service is evolving with technology and why it’s crucial in maintaining brand integrity.


This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit framefm.substack.com

Join us as we dive into the inspiring journey of Jennifer Bok, a dedicated Contact Center leader at Nationwide Insurance, ranked 83rd on the Fortune 500 list. Discover how she fosters a culture of empathy and care, empowering her team members to succeed and explore new opportunities within the company. Jennifer's passion for delivering excellent customer experiences and her commitment to leveraging AI technology for enhanced support processes make her a remarkable leader. Tune in to learn how she drives talent development and cultivates a customer-centric culture at Nationwide.


This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit framefm.substack.com

Join us for an inspiring conversation with Bill Wise, CEO of Mediaocean, as he shares valuable lessons on culture, leadership, passion, and empathy. Discover the captivating story of Mediaocean's journey, including the transformative acquisition of Donovan Data Systems and the challenges of merging two distinct cultures. Hear how Bill drove innovation to adapt to the digital landscape.


This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit framefm.substack.com

Join us as we delve into the limitations of CSAT surveys and explore how technology can revolutionize the way we measure customer satisfaction. Find out why response rates and loaded questions may not provide an accurate representation of customer sentiment. Learn about cutting-edge tools that measure sentiment live during phone calls and even coach agents to improve customer interactions.
Discover why the C-suite's focus on costs and efficiencies is evolving and how support organizations can align with customer success for a broader perspective on customer health. Uncover the value of metrics beyond CSAT, such as customer effort, and explore practical ways to identify areas for improvement using AI-driven insights. Don't miss this eye-opening discussion on optimizing support and driving customer satisfaction!


This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit framefm.substack.com

We Talk about leadership. Building Transformational Products. Generative AI. Breaking Silos, and how grateful Gregg is for the opportunity to be a part of Salesforce that had a profound industry-wide impact and trained him and many Salesforce alumni to be great, effective leaders


This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit framefm.substack.com

We Dive into Customer Support, Automation and having better data available to make informed decisions.


This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit framefm.substack.com