Future of Service

Future of Service

Hosted by Jonathan Shroyer, Future of Service explores the future of work, customer journey, customer experience and customer engagement through engaging with today’s top leaders. Learn more at: https://missionmatters.com/author/jonathan-shroyer/

  1. JAN 28

    The Hidden Profit Center

    We discuss Brett's new book  - The Hidden Profit Center Brett Frazer is a Customer & Employee Experience Executive, with 18+ years in customer experience success, leading teams and organizations delivering world-class operations. I excel at driving customer and employee loyalty that improves organizational bottom line. Renowned for delivering operations excellence, leveraging best-in-class customer support cultures and infrastructures. He is proficient at directing employee success across complex organizations from start-ups to multinationals to create measuring points to identify opportunities for improved employee engagement, connectedness, and career advancement.  Sunbasket needed to reduce customer churn due to poor quality. As VP, Customer Service, Brett led Total Quality Initiative across Operations, Logistics, Food Product, Digital Product, and Marketing teams. He analyzed VOC measurements, correlated quantitative purchase, skip, and churn data then streamlined the quality scorecard and broke down silos of independent qualitative VOC measurement. Succeeded in reducing quality issues while improving NPS and growing TrustPilot rating from 2.8 to 4.7. Sunbasket needed to increase the likelihood of new customers moving from trial to habituation. As VP Customer Service, he assessed reasons for customer trial period concerns. He designed and executed programs with Marketing to improve customer onboarding, evaluated timing/content of messaging then completed A/B tests of proactive onboarding outreach and introduced in-product messaging prompts to the customer journey. Succeeded in increasing habituation with further rate increase predicted. Brett is an expert at utilizing quantitative and qualitative data to design, implement, and improve customer experiences across the entire customer journey to drive customer loyalty and retention. I am passionate about ingraining customer and financial outcomes-focused approaches across Contact Centers, Marketing, Operations, and Development teams. To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

    27 min
  2. 10/10/2023

    AI Cognition driving CX and the Human Experience

    Peter Voss, the CEO of aigo.ai, is renowned as an innovator, serial entrepreneur, engineer, and scientist. His life's mission revolves around bringing human-level AI to the world, aiming to optimize human flourishing. This ambitious goal, often referred to as the Holy Grail of AI, holds the promise of significantly reducing costs for various products and services. It also involves providing support from PhD-level AI researchers to address pressing issues such as disease, energy, and pollution. Moreover, Peter envisions empowering individuals through expert personal assistants, enhancing productivity, problem-solving abilities, and overall well-being. His dedication to this mission spans over two decades, and he is currently leading a major initiative to leverage aigo.ai's deep expertise and standard-setting commercial technology. This initiative aims to rapidly bridge the gap to achieve comprehensive human-level capabilities. Peter finds immense excitement in this endeavor, recognizing its potential for profound positive impact on humanity. He invites others to join aigo.ai in scripting the next chapter in the story of human progress. The organization actively seeks staff, advisors, collaborators, and investors to accelerate their progress. aigo.ai's technology stands apart due to its unique approach. Unlike prevalent 'Big Data' statistical or generative AI methods, aigo.ai's approach implements an Integrated Cognitive Architecture rooted in a profound understanding of human intelligence requirements. This approach distinguishes itself by overcoming the inherent limitations of Big Data methods. Peter Voss's journey in the realm of technology commenced in electronics engineering. He founded his first company and later developed a comprehensive ERP package, leading the company from its inception to a 400-person IPO within seven years. In 2002, Peter, along with two others, coined the term AGI (Artificial General Intelligence) and published a book on the subject. Since then, he has steadily focused on developing, commercializing, and enhancing the core technology essential for achieving human-level AI. To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

    19 min
  3. 08/01/2023

    Human Design and Business Success

    Sunita Kumar, the founder of business alchemist, is a seasoned marketing veteran who identifies herself as the CEO (Chief Energy Officer). Her unwavering passion lies in catalyzing meaningful change through systemic progress rather than superficial fixes, seeking transformational experiences for all those involved. Drawing upon her executive background rooted in classic business expertise, Sunita complements her skills with extensive entrepreneurial know-how, making her a well-rounded leader. She possesses the remarkable ability to quickly adapt, engage in conversations with anyone, navigate through uncertainties, and effortlessly grasp new technologies. Over the course of her professional journey spanning more than two decades, Sunita has been a trailblazer in innovation and pioneering "firsts" across diverse industries such as consumer products, software, healthcare, and digital content. Her experiences range from leading teams in globally renowned brands to successfully founding and operating multiple profitable B2B and B2C businesses, all with a consistent focus on embracing evolution. Sunita's exceptional talent lies in connecting the dots and discerning complex patterns within diverse systems. Her keen eye allows her to spot trends in the market ahead of others and translate data into actionable insights that drive growth. Having established herself as a trusted partner, Sunita has worked closely with an impressive roster of major clients and brands, including St. Jude Medical Device, Abbott Healthcare, Amazon, Intuit, SolarCity, Visa, Cisco, Aveva, Rockwell Avionics, American Express, Freshly, L'Oreal, Vivendi, Vodafone, AOL, JPMorgan Chase, and numerous Fortune 100 companies under non-disclosure agreements. Sunita's commitment to her work is evident in her dedication to her profession, and she holds degrees in Operations Engineering from Cornell and Marketing/Corporate Strategy from the MBA program at the University of Michigan Ross School of Business. Additionally, she possesses a second MSc in Nutrition and Functional Medicine, showcasing her diverse and multi-faceted approach to both business and personal development. To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

    15 min
  4. 06/20/2023

    Community and AI

    Sarah Worthy is the CEO and Founder of Doorspaceink, a leading SaaS company revolutionizing the way healthcare organizations retain and develop clinical talent. With a wealth of experience working within early-growth stage B2B tech startups, Sarah is passionate about assisting businesses in overcoming their most pressing data challenges. Recognizing the need for a solution to address clinical turnover in healthcare organizations, Sarah conceived DoorSpace® as a transformative technology. Instead of focusing on why people leave, DoorSpace® takes a different approach by asking what makes people stay. The innovative platform created by Sarah and her team is tailored to facilitate the creation of a workplace environment that fosters loyalty and retention. By utilizing DoorSpace®, healthcare organizations gain the ability to: *Foster meaningful relationships and connections with their employees *Streamline clinician workflows by eliminating wasteful administrative tasks and reducing friction *Provide effective support for career development opportunities Furthermore, Sarah's groundbreaking solution significantly reduces the time spent on manual data entry and paper-based processes for both clinicians and administrative teams. With DoorSpace®, healthcare organizations can maximize efficiency while nurturing a thriving workforce. To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

    11 min
5
out of 5
3 Ratings

About

Hosted by Jonathan Shroyer, Future of Service explores the future of work, customer journey, customer experience and customer engagement through engaging with today’s top leaders. Learn more at: https://missionmatters.com/author/jonathan-shroyer/

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