Take a Moment

Genesys
  • 5.0 (15)
  • TECHNOLOGY
  • UPDATED MONTHLY
Take a Moment

The podcast where we explore the essence of customer experience, creativity, and company culture through stories from some of today’s most accomplished professionals. Join hosts Nathan Bennett and Mari Yamaguchi as they explore how great leaders think, learn from their failures, and how they inspire others to succeed. Spanning across multiple industries, our guests include the CEO of an International Airport, the Director of a bustling contact center, female leaders in technology, experts in sales and marketing and many more. If you’re hungry for insightful, compelling, and often hilarious stories from all walks of business life, then we invite you to sit back, relax, and take a moment with us. About Genesys Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

  1. 11/16/2020

    S3 Ep. 6 Integral Care: Providing hope and healing through mental health education

    In this episode of Take a Moment, we sit down with two health clinicians at Integral Health who are doing the vital work of breaking the stigma of mental health, providing education on the topic and, most importantly, offering support for millions of individuals and families who might be struggling. By creating awareness and shedding light on mental health, they also provide hope and healing.

    45 min

  2. 10/30/2020

    S3 Ep. 5 Hesitation equals devastation

    A split-second decision (or indecision) at a key moment has a lasting impact. Often, it’s the critical point between having or avoiding an accident. When accidents do happen in the workplace, Company Nurse is there to offer nurse triaging; its online specialists are the first-line clinical staff who take care of clients in those urgent moments. In this episode of Take a Moment, we hear from Company Nurse CTO, Henry Svendblad on a pivotal decision the organization made in the early days of the COVID-19 pandemic and the importance of extending its “people-first” culture from employees to clients.

    48 min

  3. 10/06/2020

    S3 Ep. 4 Customers for life: Agents are central to building customer loyalty

    Exceptional experiences don’t happen by accident. Businesses that deliver the best service for their customers live it — it’s part of their company culture and core values. And they have a team of dedicated individuals who know what it takes to build lifelong customers. In this special CX Day celebration episode of the Take a Minute podcast, hear from service agents at Butterball, Alberta Motor Association and Camis who never hesitate to go the extra mile to ensure their customers are treated with the utmost care.

    56 min

  4. 09/21/2020

    S3 Ep.3 Rochester Regional Health: Enabling empathetic patient experiences through the cloud

    Hospitals worldwide had to respond to the fallout from COVID-19 to meet the needs of patients and employees. Rochester Regional Health in Upstate New York was no different. But, because it had a cloud strategy in place already, the team at Rochester Regional responded with incredible agility. In this episode, hosts Nathan Bennett and Mari Yamaguchi welcome Rob Allen and Jason Zawodzinski, two of the driving forces behind the hospital’s innovative rapid response that treated hundreds of patients — and saved hundreds of jobs.

    45 min

  5. 09/02/2020

    S3 Ep.2 Enable Better Service: Aarde Cosseboom’s CX mission

    Aarde Cosseboom knows a thing or two about creating amazing customer experiences. In fact, he wrote the book on it. Drawing from over 15 years of expertise in the contact center space, Aarde penned “Enable Better Service.” The book is a detailed and engaging guide to transforming the way businesses build relationships with their customers — and how they can turn call centers into finely tuned revenue-generating machines. Today, Aarde is the Senior Director of Global Member Services Technology, Analytics and Product, for the famed eCommerce fashion company TechStyle. In this episode, Aarde breaks down some of the key concepts from his book and shares how TechStyle transitioned thousands of its employees around the globe to work from home in just 24 hours — all while maintaining the service levels its members have come to expect.

    42 min

  6. 08/19/2020

    S3 Ep.1 James Hinchcliffe: How to Stay Driven

    On a sunny day in May 2015, racing superstar James Hinchcliffe was taking some practice laps around the Indianapolis Motor Speedway to prepare for the upcoming Indianapolis 500. At Turn 3, clocking speeds of 221 mph, Hinch’s car experienced a suspension failure and smashed into the side wall with 126 Gs of force. It was the largest impact ever recorded in IndyCar history. Five years after surviving the near-fatal crash, Hinchcliffe is at the top of his game with no sign of slowing down. In the Season 3 premier of our Take a Moment podcast, hosts Nathan Bennett and Mari Yamaguchi sit down with “The Mayor of Hinchtown” to find out how true leaders stay driven to succeed — even after tragedy strikes.

    41 min

  7. 07/22/2020

    S2 Ep. 19 Leadership Through Crisis: Allyship in Action

    During his decades as a leader in the IT space, Don Neault has been fighting alongside those who face systemic oppression in the workplace. Today, as the CEO and founder of Neault Coaching and Consulting, Don helps individuals and organizations better understand the role of an ally — and what it means to take on the struggle of others as your own. In this third and final episode of our series about leading through crisis, hosts Nathan Bennett and Mari Yamaguchi explore what true allyship in action looks like and what it means to put your privilege on the line to amplify the voices of the oppressed.

    42 min

  8. 07/15/2020

    S2 Ep. 18 Leadership through crisis: Equity in action

    Providing a sense of safety for your employees goes beyond an effective COVID-19 response. Long after the pandemic is behind us and we return to a new type of normalcy, systemic oppression will continue to plague organizations around the world, if left untreated. In part two of our three-part special series on leading through crisis, hosts Nathan Bennett and Mari Yamaguchi welcome Genesys CEO Tony Bates and Eric Thomas, Genesys Global Diversity, Equity and Inclusion Officer, for an earnest discussion about race, fearlessness and the crucial importance of building a sustainable model of equity in action.

    57 min
See All (33)

5
out of 5
15 Ratings

About

The podcast where we explore the essence of customer experience, creativity, and company culture through stories from some of today’s most accomplished professionals. Join hosts Nathan Bennett and Mari Yamaguchi as they explore how great leaders think, learn from their failures, and how they inspire others to succeed. Spanning across multiple industries, our guests include the CEO of an International Airport, the Director of a bustling contact center, female leaders in technology, experts in sales and marketing and many more. If you’re hungry for insightful, compelling, and often hilarious stories from all walks of business life, then we invite you to sit back, relax, and take a moment with us. About Genesys Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

Information

  • Creator
    Genesys
  • Years Active
    2019 - 2020
  • Episodes
    33
  • Rating
    Clean
  • Copyright
    © Copyright 2019 All rights reserved.
  • Show Website
    Take a Moment

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