64 episodes

On the Digitally Irresistible podcast, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals who are passionate about delivering a great customer experience.

Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.

Digitally Irresistible Bernie Borges, V.P. Global Content Marketing at iQor

    • Business
    • 5.0 • 2 Ratings

On the Digitally Irresistible podcast, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals who are passionate about delivering a great customer experience.

Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.

    How to Create Profitable Customer Experiences

    How to Create Profitable Customer Experiences

    Three Principles That Elevate the Customer Experience and Enhance Customer Lifetime Value
    This week, we welcome Dennis Wakabayashi to the Digitally Irresistible podcast. Known as the global voice of CX, Dennis is a renowned thought leader on the topic of customer experience. He teaches digital marketing at the University of Wisconsin-Madison and is also a distinguished speaker at the University of Oklahoma. 
    In 2021, Dennis was a keynote speaker at the World Marketing Summit in Turkey, the West African CX summit, and the LATAM CX conference; a workshop leader at Customer Contact week in the U.S.; and the host and MC of CXS Canada’s largest annual Customer Experience event. In 2022, he was named CX influencer for Expo 2020 Dubai.
    On this episode, we tap into Dennis’ expertise and discuss how to create a profitable customer experience based on the insights he shares in his book, “Laying Golden Eggs: How to Create Profitable Customer Experiences.” 
    The Writing Was on the Wall for a Creative Career
    Growing up in the inner city, street art provided an outlet for Dennis to express his creativity and transform his neighborhood streets into vibrant sources of inspiration. One day he completed a mural that read, “greatness can start from anywhere.” This garnered national recognition and features on news programs that caught the eye of the CEO of a prominent advertising agency. The CEO appreciated Dennis’ talent and hired him as a production artist. Over the years, Dennis worked his way up to art director, strategist, creative director, and ultimately senior vice president of strategy for a national ad agency. 
    Through it all, Dennis maintained his curiosity to investigate what makes advertising and marketing effective and profitable. Today, as an instructor, speaker, and author he shares his thoughts and techniques so others can do the same.
    Getting Omnichannel CX Right
    The modern omnichannel customer service environment adds complexity and opportunity to the customer journey that didn’t exist in years past. It can be a lot for brands to manage omnichannel CX in ways that align with their corporate culture and growth model while limiting costs and maximizing returns.
    This can lead to inconsistencies throughout the customer journey across different lines of business or even from one customer to the next. When organizations create a unified customer experience based on values that matter to them, they can better meet customer expectations and drive consistent revenue. 
    3 Components of a Profitable Customer Experience
    In his book, “Laying Golden Eggs: How to Create Profitable Customer Experiences,” Dennis separates the customer experience into three primary components: reputation, reach, and relationship. He finds that prioritizing these three elements throughout the customer journey provides opportunities to increase customer lifetime value, boost loyalty, and support long-term revenue gains.
    These three components unify the important touchpoints that connect a brand to a customer. In the modern digital world, social media and algorithms play a significant role in each of these three elements of the customer experience.
    1. Reputation
    While working for a national burger chain, Dennis stood across the street from one of the restaurants and typed “burgers near me” into his phone. The search results didn’t show the restaurant he worked for, even though he stood only a few feet away. 
    Reputation is everything to a brand and its visibility to customers. Google wants to show you the good burgers near you, not just any burger.
    When Dennis later started executing for that brand, he used social media to share great things about the burger chain and build its reputation. Then he introduced product promotions. This strategy yielded more profitable results than simply posting ads. 
    Reputation plays a powerful role in today’s customer experience even though it's not as tangible to measure as

    • 17 min
    How iQor Optimizes Cloud Security With Prisma® Cloud

    How iQor Optimizes Cloud Security With Prisma® Cloud

    A Digital Transformation Approach to Enhance CX Cloud Security Within an Expanding Cloud Footprint  
    This week on the Digitally Irresistible podcast, we welcome a trio of CX cloud security experts: Chris Fago and Kyle Pierrehumbert from Palo Alto Networks and John O’Malley from iQor.  
    We’ve come together to discuss the benefits of a scalable solution that helps provide real-time visibility and full stack protection for all applications that iQor deploys in our cloud-first digital transformation strategy. iQor recently announced our selection of Palo Alto Networks Prisma® Cloud Native Application Protection Platform for integration into our digital ecosystem to further enhance cloud security. This integration supports iQor’s digital transformation initiative to increase our footprint in the cloud while keeping security as a top priority and ensuring end-to-end visibility across all cloud platforms. 
    On this episode, we unpack what this integration means for our clients and how it enhances the customer experience that we create for their end customers.   
    Career Journeys to the Cloud  
    Though his high school peers voted him most likely to host his own talk show, Chris’ career path led him to software sales. He joined a cloud security startup company that Palo Alto Networks acquired in 2018. Today, he's a technical sales manager on the Prisma® Cloud team helping large enterprise organizations secure their applications from code to cloud. 
    Kyle’s social nature combined with his longstanding interest in technology also led him to software sales. After working at several large cybersecurity companies, he now works as a cloud security solutions architect at Palo Alto Networks.  
    John shares a longstanding interest in computers and technology. He studied mechanical engineering in college but realized his true passion was for computers and IT. He worked for a consulting organization for 14 years, an HR software as a service (SaaS) company for three years, and has led the infrastructure team at iQor for the past seven years. Today, John is the chief information security officer at iQor. 
    The Business Benefits of a Secure CX Cloud  
    Maintaining a secure environment is the top priority for iQor's digital transformation initiative to transition its entire tech stack to the CX cloud —from applications and services to the tool sets we use to support our BPO clients.  
    iQor sought a product set to aid in securing our cloud environment. iQor's existing partnership with Palo Alto Networks to help secure the perimeter of our firewall and enhance data security within the networks made Palo Alto Networks Prisma® Cloud a strong contender. 
    Since selecting Prisma® Cloud through a comprehensive evaluation process, John says iQor’s CX cloud security journey with them has continued to enhance our posture in all areas, including network and storage objects, services, servers, and the code we put into our repositories.  
    How Prisma® Cloud Supports iQor’s Digital Transformation Initiatives 
    Prisma® Cloud is a cloud native application protection platform (CNAPP)—a term coined by Gartner. Chris explains that this is a set of security and compliance capabilities designed to secure and protect cloud native applications from development to production.  
    Prisma® Cloud helps support iQor's digital transformation initiatives by increasing our footprint in the cloud while ensuring security and end-to-end visibility across all cloud platforms.  
    A Cloud-First Development Strategy to Improve Customer Outcomes  
    Because firewalls can’t solve everything, Kyle points out that every phase of the cloud native application lifecycle presents new opportunities for iQor to further enhance security and deliver better customer outcomes to clients.  
    Prisma® Cloud’s scalable solution helps provide real-time visibility and full stack protection across public clouds to detect and preve

    • 12 min
    Workplace Wellness That Puts Organizations in Motion

    Workplace Wellness That Puts Organizations in Motion

    How Integrating Health and Well-Being Into an Organizational Culture Promotes Sustainable Employee Wellness  
    On this week’s episode of the Digitally Irresistible podcast, we welcome Laura Putnam, founder and CEO of Motion Infusion, a San Francisco-based company focused on transforming organizations to inspire better health and well-being. Her company merges evidence-based methodologies on wellness with best practices in learning and development to deliver creative solutions that address employee engagement, behavior change, and human performance to build healthier, happier, more innovative and resilient organizations.  
    Laura's bestselling book, "Workplace Wellness That Works," has been featured by MSNBC, Forbes, The New York Times, U.S. News & World Report, Entrepreneur, Business Insider, and NPR among others. She’s a frequent keynote speaker and has worked with a range of organizations, including Fortune 500 companies, government agencies, academic institutes, and nonprofits to be a catalyst for change.  
    On this episode, we discuss the tremendous impact an organizational culture can have on employees when it prioritizes health, well-being, and the benefits of staying “in motion.”  
    Laura’s Career Path to Create a Movement  
    As a former competitive gymnast, professional dancer, public policy staffer, international community organizer, and public-school teacher, Laura’s career journey and personal experiences led her to the important role of movement builder in the world of health and well-being. 
    As a thought leader on health and wellness and CEO of Motion Infusion, Laura is a bestselling author, keynote speaker, trainer, and consultant who helps organizations recognize and address the critical need for more movement and wellness in our lives. Her revolutionary work has centered on leveraging every workplace to promote better health and well-being for our nation and our world. 
    An Organization “In Motion” 
    Laura's mission is to energize individuals, teams, and organizations to, both literally and figuratively, get in motion and make a positive change towards wellness. Her mission centers on closing the knowing and doing gap in health and well-being. 
    Although we know we can improve our health and well-being simply by being active, eating healthily, not smoking, and maintaining the recommended body fat percentage, less than 3% of Americans actually exhibit these basic healthy lifestyle characteristics.  
    This is the knowing and doing gap that Laura is on a mission to close by empowering every workplace to promote better health and well-being. She finds that the problem, unlike in “The Field of Dreams,” is that if you build it (e.g., a workplace wellness program) they (e.g., employees) will not necessarily come. 
    Although workplace wellness programs are created with the best of intentions, they often don’t generate significant employee participation, and the employees that do participate don’t necessarily become healthier.  
    Getting organizations in motion to close the knowing and doing gap leverages the workplace to promote better health and well-being by inspiring employees to become healthier and a little closer to their best selves.  
    3 Stages of Workplace Wellness 
    In Laura’s book, “Workplace Wellness that Works: 10 Steps to Infuse Well-Being and Vitality into Any Organization,” she breaks down wellness into 10 steps that any organization can implement. Today she highlights the three overarching stages of this framework. 
    1. Start It: Workplace Wellness That Excites 
    Laura says workplace wellness that inspires change begins with shifting our mindset from being an expert to being an agent for change. People don't get excited about yet another program or company initiative, but they do get excited about feeling like they're part of something bigger—part of a movement.  
    This involves tapping into what matters most to people: envisio

    • 17 min
    The Differentiated Experience Is the Most Referable Customer Experience

    The Differentiated Experience Is the Most Referable Customer Experience

    Exceeding Customer Expectations Through a Differentiated Experience Drives Loyalty and Sales 
    This week, we welcome Stan Phelps to the Digitally Irresistible podcast. As a keynote speaker and workshop facilitator for numerous brands, Stan delivers the message that a purposeful differentiated experience (DX) wins the hearts of employees and customers. Stan shows how differentiation ultimately boosts loyalty, retention, referrals, and bottom-line results. He also says that differentiation isn’t just about what you say, it’s about what you do and, more importantly, how you do it and why you do it. Stan leverages his collection of more than 5,000 case studies to engage his audiences with practical ideas that inspire action. 
    On this episode, Stan shares the I.D.E.A. framework—his step-by-step method to communicate how to adopt and implement a differentiated experience.  
    A Quest to Exceed Customer Expectations 
    Stan worked in marketing for two decades, beginning on the agency side at IMG before working for several large brands (Addidas, the New York Yankees, and PGA of America). He later returned to the agency side to do experience marketing at Synergy. While there, he created larger-than-life experiences during the advent of social media and saw first-hand how quickly marketing was evolving. 
    In 2009, he had a moment of truth about the seemingly elusive goal of meeting customer expectations. This led him to collect and analyze more than 1,001 examples of companies that purposely go above and beyond to exceed customer expectations. 
    That journey led to his first book, "Purple Goldfish," which is now one of more than a dozen books in a series he has written about creating a differentiated experience.  
    The I.D.E.A. Framework  
    Stan's I.D.E.A. framework is an acronym that outlines how brands can create a differentiated experience to exceed customer expectations. Each phase of the framework involves a straightforward three-step process. 
    In the I.D.E.A. framework, an improved customer experience begins with the inquire phase. This phase helps you build personas of the customers you serve in three simple steps. 
    Gather insights to best understand the customers you serve.  Look at things from your customers’ perspective. Think about all the experiences along their customer journey and consider how they relate to you as a brand.  Use the information you gain to uncover gaps and opportunities throughout the customer experience. A gap is a friction point where you can improve a specific part of the customer experience to better meet customer expectations. Opportunities are key moments within the customer experience that you can elevate to create a truly amazing experience.   Stan sums up this phase with a quote from the late Jack Welch, former chairman and CEO of General Electric, who said, "There are only two sources of competitive advantage: the ability to learn more about our customers faster than the competition and the ability to turn that learning into action faster than the competition." 
    The design phase provides an outline for identifying the parts of the customer journey you want to address and how you plan to improve them. 
    First, set your focus on what you plan to address. Identify the most critical gaps you want to fix as well as the most promising opportunities to elevate the customer experience.  Once you've set your focus, begin asking big questions to explore different ways you could address the gaps and opportunities. What would you do if you had a year to make the improvements? What if you had a million dollars? What if you had 10 minutes and $10, how would you implement your changes?  Then brainstorm and design ideas that address your gaps and opportunities. Think big while also grounding your ideas in reality. Consider how other industries have solved similar issues.  Evaluate 
    Once you have developed some ideas, evaluate the best ones on

    • 20 min
    3 Business Functions of a Digital Marketing Ecosystem in Health Care That Improve the Customer Experience

    3 Business Functions of a Digital Marketing Ecosystem in Health Care That Improve the Customer Experience

    How a Digital Transformation Strategy Improves CX, Boosts Revenue, and Reduces Cost to Serve in Health Care 
    This week, we welcome Brian Wagner to the Digitally Irresistible podcast. Brian has over 20 years of global operating and consulting experience at organizations ranging from start-ups and private equity to Fortune 500 companies in various high-tech industries, including SaaS, MedTech, medical devices, diagnostics, and life sciences tools. As founder and CEO of Health Insights Consulting Group, he helps small companies grow to become big by transforming organizations to meet unmet customer needs. 
    In addition to previously holding Fortune 500 chief digital marketing and operations officer roles, Brian has expertise in digital marketing, product development, commercial operations, and M&A. He has led both growth and cost-reduction operational improvement efforts across industries as well as global marketing organizations, overseeing product and go-to-market strategies.    
    On this episode, we tap into Brian’s expertise to discuss what it takes to create a digital marketing ecosystem in health care to improve the customer experience while boosting revenue and reducing the cost to serve.

    A Quest to Improve Lives 
    After college, Brian sought a job in sales and marketing and landed one at a consumer packaged goods company. He worked there for five years, gaining all the insights he could, before being recruited by a small entrepreneurial company in health care. There, he solidified his passion for improving and saving lives, calling on interventional radiologists, interventional cardiologists, and vascular surgeons to learn the business from the ground up. 
    From there his career continued to progress, earning roles in digital marketing leadership and general management, approaching each one with a customer-centric perspective. He took time to understand the customer experience—customer challenges and unmet customer needs—so he could focus on improving patient care and the customer experience while reducing the cost to serve. He assessed how they went to market, established end-to-end marketing tech stacks, and went from push to pull marketing to boost customer engagement and enhance the customer journey. 
    In all of his experience, Brian has remained true to his commitment to saving and improving lives while establishing operational efficiencies and reducing costs. He’s developed some best practices along the way.

    3 Business Functions to Digitize for Improved CX and Operational Efficiency in Health Care  
    Brian has identified three business functions that, when digitized, improve CX and operational efficiency, resulting in incremental revenue and cost reductions, specifically in health care. By simplifying processes and access to information, customers across the health care continuum—including acute care facilities, surgery centers, and outpatient providers—enjoy a better overall experience along each step of their journey while vendors can reduce their cost-to-serve.  
    1. My Team – Who is the Customer’s Team?  
    The first opportunity Brian identifies is to improve operational efficiency through a customer relationship management (CRM) system that enables customers to easily find and contact the right person on their vendor’s team to answer their specific question. He points out that with multiple health care solutions and products sold by one vendor to a hospital, a customer could have as many as 10 people assigned to support them. In the absence of an accessible digital CRM solution, it is cumbersome to find the right person to answer a simple question or schedule a service request. 
    With the goal of addressing these unmet customer needs to improve the customer experience for health care organizations, Brian led a team that revamped an outdated system and established an end-to-end digital ecosystem platform that enables customers to sign into a secure online

    • 19 min
    How Caring Leadership Transforms Customer Experience

    How Caring Leadership Transforms Customer Experience

    Building a Transformative Culture of Caring Leadership and Active Listening Inspires Employees and Elevates CX 
    This week’s guest on the Digitally Irresistible podcast is Heather R Younger, founder and CEO of Employee Fanatix, a leading employee engagement, leadership development, and DEI consulting firm. Heather is on a mission to help leaders understand the power they possess to ensure employees feel valued at work. Heather has built a reputation as a champion for positive change in workplaces, communities, and the world at large by delivering clear and purposeful strategies that drive real business results—such as increased employee engagement, loyalty, collaboration, and connectivity. On this episode, we discuss three key principles from her book, "The Art of Caring Leadership."  
    The Impact of Caring 
    Heather experienced the importance of caring from a young age. Born into a mixed-race family, she and her dad were viewed as outcasts by many in her mom's family. But one aunt on her mom’s side always made her feel included and worthy of her care and attention. 
    When Heather was nine, her family moved from Ohio to Las Vegas. She remembers her aunt sending her a large box of eight individually wrapped gifts for every day of Hannukah. To Heather, the box represented the connection between her and the other half of her family that didn't really make her feel included or cared for, but her aunt did.  
    Her aunt demonstrated that she was a leader with heart. That has stuck with Heather and helped build the foundation for what she does around the world to guide others towards caring leadership. 
    Three Key Principles of Caring Leadership  
    In her book, “The Art of Caring Leadership,” Heather writes about how to build greater trust and engagement in the workplace through caring leadership that promotes inclusive cultures, improves morale, and builds resiliency. On this episode, she shares three key principles of leadership that inspire loyalty and improve retention and performance—translating to better employee and customer experiences. 
    1. Cultivating Self-Leadership 
    Often when we think of leadership, we think of leading others. We think we need to do something for someone else first. But Heather says it's important to make sure leaders care for themselves first, before caring for others. She says each day should begin with a focus on self-leadership. This includes making sure your words and actions align with the things you say you value, being authentically yourself, exercising good self-care, and building a strong supportive network.  
    Heather emphasizes that cultivating self-leadership first, helps us give from the positive sides of ourselves, not the empty parts that we then rely on others to fill. She explains this with a metaphor someone shared with her about a coffee cup and a saucer. If you pour into the coffee cup and it overflows onto the saucer, caring leaders should give from the overflow on the saucer. If you don't, then you’re drinking from the coffee cup and giving from the coffee cup and it will eventually run dry. You'll have nothing left to give. 
    2. Making People Feel Important  
    Heather says there's nothing better we can do for a person than making them feel important. It’s critically important that managers recognize and show appreciation for people at work in specific ways so they feel appreciated and recognized.  
    According to Gallup research, only one in three workers in the U.S. and Germany strongly agree that they received recognition in the past seven days for doing good work. If they haven't received praise, they don't feel appreciated and are twice as likely to say they'll quit in the next year.   
    To address this, Heather says workplaces must be filled with appreciation and gratitude. They also need to foster strong human connections with leaders, the organization’s brand, customers, and coworkers. She recognizes the importance of lookin

    • 14 min

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Bernie is well-versed in gathering quick and hard-hitting ​insights from his incredible guests. This makes each episode even more engaging and genuine. This is incredible for anyone who wants their customers to keep coming back for more!

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