26 episodes

We highlight the businesses and people who know what it takes to deliver exceptional customer experiences. These are their stories. These are their tactics. These are their secrets.

In The Know - A Dispatch Podcast Dispatch

    • Business

We highlight the businesses and people who know what it takes to deliver exceptional customer experiences. These are their stories. These are their tactics. These are their secrets.

    #26 Mark Kovich, CEO of Essential Cabinet Group

    #26 Mark Kovich, CEO of Essential Cabinet Group

    #26 Mark Kovich, CEO of Essential Cabinet Group by Dispatch

    • 40 min
    #25 The Service Knowledge Gap: Why it Matters and How to Close it (Tauris McBride, CEO Tauris Tech)

    #25 The Service Knowledge Gap: Why it Matters and How to Close it (Tauris McBride, CEO Tauris Tech)

    We’re thrilled today to welcome Tauris McBride, the CEO and Founder of HVAC Tutor - a modern way of training HVAC contractors about new practices, policies, and methods.

    HVAC Tutor - which you can find at tauristech.org - specializes in New York City Refrigeration License Exam Preparation, and New York City refrigeration operating engineer courses that go into heat, pressure, evaporators, compressors, and many other important areas in HVAC. The course is broken up into 3 sections, ending with a written and practical test prep at the end and Tauris has taught hundreds of HVAC professionals all the way from Fortune 500 companies, to individual technicians - Tauris Mcbride, how are you doing?

    In today’s episode, Dispatch CEO, Avi Goldberg sits down with Tauris and talks about one of the biggest concerns in today’s service industry - the ever-expanding knowledge gap.


    In our conversation, we cover:

    - What is the knowledge gap?

    - Why does the knowledge gap matter?

    - Why is the knowledge gap growing in size?

    - What will help close the knowledge gap?

    - How will real-world education help close the knowledge gap?

    - How will technology help close the knowledge gap?


    Please share your episode feedback
    Want to be featured in an episode? Send Todd Stewart at note at Todd@dispatch.me.

    We appreciate it if you would share the podcast with your coworkers | Subscribe to our podcast on iTunes, Soundcloud, and Google Play | Follow us at Dispatch and Todd Stewart

    • 44 min
    #24 The Future of Machine Learning and AI in Field Service (Bill Pollock, Strategies For Growth)

    #24 The Future of Machine Learning and AI in Field Service (Bill Pollock, Strategies For Growth)

    We’re here today to talk with Bill Pollock about field service, machine learning, artificial intelligence, customer experience, 2018 trends, and everything field service enterprises should be aware of this year.

    Bill Pollock is President & Principal Consulting Analyst at Strategies For Growth, the independent research analyst and consulting firm he founded in 1992. Previously, Bill served as President & Chief Research Officer at The Service Council (2011 – 2013); Vice President and Principal Analyst, heading up Aberdeen Group’s Service Management Practice (2008 – 2010); and Managing Analyst, Services Industry at Gartner (1995 – 2001).

    He has published more than 300 articles in services trade journals including Field Technologies and Field Service Logistics, among many others.

    In our conversation, we cover:

    – What is so promising about machine learning and artificial intelligence?

    – What do enterprises need to do to avoid potential machine learning and artificial intelligence hurdles?

    – What should CTOs and CIOs evaluate if they’re ready for this type of technology. Essentially, what is the checklist they should work through?

    Please share your episode feedback
    Want to be featured in an episode? Send Todd Stewart at note at Todd@dispatch.me.

    We appreciate it if you would share the podcast with your coworkers | Subscribe to our podcast on iTunes, Soundcloud, and Google Play | Follow us at Dispatch and Todd Stewart

    • 47 min
    #23 How to Standardize Customer Experience as a Franchise

    #23 How to Standardize Customer Experience as a Franchise

    Because of the complex franchise model, there is little to no visibility into the performance of the franchise network. From our research, many franchises face these same three challenges:

    - Inconsistent brand and customer experiences
    - Disparate technology solutions
    - A frequent disconnect between the franchisor, the franchisee, and the customer.

    However, every once in a while you find a franchise that has jumped these hurdles.

    In this episode, we sat down with Richard Sparacio, Melissa Homer, and Madeleine Park of MaidPro to learn how they were able to overcome this.

    Additional topics include:

    - Advice for scaling customer experience.
    - Metrics that affect the customer experience.
    - How to standardize customer experience in a complex franchise.
    - The technology behind great customer experiences.

    • 36 min
    #22 What Makes Successful Digital Transformation? (Michael Blumberg, Blumberg Advisory Group)

    #22 What Makes Successful Digital Transformation? (Michael Blumberg, Blumberg Advisory Group)

    Today, we're sitting down with Michael Blumberg (President & CEO of Blumberg Advisory Group) to discuss why digital transformation is the hot topic within the field service space. In our conversation, we talk about:

    - The typical barriers a company faces when trying to do digitize their business.

    - How enterprises can push the adoption of digital transformation within their organization.

    - What areas of field service will be improved by digital transformation.

    - How digital transformation directly impact customer experience in the field service space.

    • 33 min
    #21 The Customer Experience Strategy from a Gartner Magic Quadrant Leader (Donna Williams, Mendix)

    #21 The Customer Experience Strategy from a Gartner Magic Quadrant Leader (Donna Williams, Mendix)

    Today, we're sitting down with Donna Williams (VP of Customer Success) to review the proven customer experience strategy that Mendix uses. This strategy has helped them become the leader in Gartner’s 2017 Magic Quadrant for Enterprise High Productivity Application Platform as a Service.

    In today’s discussion we talk about:

    - Why "Time to Value" is the most important metric for successful customer experience.
    - What the 4p's of customer experience are and why they matter
    - How customer experience helped them lead the Gartner Magic Quadrant.
    - What has caused the recent rise in customer experience.

    • 28 min

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