70 episodes

That’s Genius! is a podcast series dedicated to transforming the way contact centers do business. With the contact center poised to change more in the next 5 years than it has in the last 25, we keep you one step ahead as we chat to industry leaders about the latest cloud-based advances and customer experience solutions.If your goal is to provide extraordinary experiences for your contact center customers, this is the podcast for you.Episodes feature topics like: the power of cloud, contact center, call center, AI, CX, customer experience, agent empowerment, omnichannel, and more.

That's Genius‪!‬ Five9

    • Business
    • 4.9 • 12 Ratings

That’s Genius! is a podcast series dedicated to transforming the way contact centers do business. With the contact center poised to change more in the next 5 years than it has in the last 25, we keep you one step ahead as we chat to industry leaders about the latest cloud-based advances and customer experience solutions.If your goal is to provide extraordinary experiences for your contact center customers, this is the podcast for you.Episodes feature topics like: the power of cloud, contact center, call center, AI, CX, customer experience, agent empowerment, omnichannel, and more.

    7 Tips for Human-Centered Customer Service w/ Scott Kolman

    7 Tips for Human-Centered Customer Service w/ Scott Kolman

    At Five9, we want to make customer service a human experience. And we've identified seven factors that go into human-centered customer service:

    Know me.
    Respect me.
    Meet me.
    Empower me.
    ...

    For the rest, you'll have to listen to this episode of That’s Genius! where we talked with Scott Kolman, senior vice president of marketing Five9, about:

    The seven factors of human-centered customer service
    Why customers switch brands
    The 3 key stakeholders in customer experience

    Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website.

    • 25 min
    The Pandemic's Impact on the Marketplace in Mexico w/ Gilberto Godine‪z

    The Pandemic's Impact on the Marketplace in Mexico w/ Gilberto Godine‪z

    People everywhere have had to go home during COVID. Although technology is not as widespread in Mexico as in developed countries, more and more customers need the cloud.
    Finance remains regulated but retail, healthcare, financial services, technology, and business services are all moving online.
    On a recent episode of That’s Genius!, we talked with Gilberto Godinez, CEO & founder of
    GRUPO ITS (PCSNets Mexico), about:

    The partnership between GRUPO ITS and Five9
    The pandemic's impact on the marketplace in Mexico
    What cloud adoption been like during this pandemic in Mexico

    Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website.

    • 23 min
    Welcome our new CMO w/ Genefa Murphy

    Welcome our new CMO w/ Genefa Murphy

    The latest episode of “That’s Genius!” is a very special one.
    They’re all special, but for this episode, we got to sit down and talk with our newest hire, Five 9’s new Chief Marketing Officer, Genefa Murphy.
    Genefa has one of the more unique marketing career journeys we’ve seen in a while, so she seemed like a natural fit for an interview.
    Our conversation centered around:

    How she’s enjoying the Five9 culture during her first few weeks
    Her biggest surprise in joining Five9
    What drives her passion for the marketing work that she’s doing
    Her favorite books, authors, food, and so much more

    Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.

    • 31 min
    66. Stabilize. Enhance. Transform. w/ Martin Cross

    66. Stabilize. Enhance. Transform. w/ Martin Cross

    To a large extent, AI is a buzzword. The trick — and the challenge — is finding the practical implementations of AI for contact centers.
    If you can show how AI helps customers during COVID, you get extra credit.
    On a recent episode of That’s Genius!, we talked with Martin Cross, Group CTO at Conn3ct, about:

    What the "stabilize, enhance, transform" journey is all about
    How COVID accelerated the migration to new platforms
    3 practical ways to deploy AI in a contact center

    Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website.

    • 23 min
    65. AI + Cloud Migration w/ Thomas John

    65. AI + Cloud Migration w/ Thomas John

    COVID provided the inflection point for the transition from legacy to the cloud. Even before the pandemic, companies were slowly moving toward cloud because it had gotten to a level of resilience, features, functionality, security, and uptime that persuaded the legacy base to trust it. The movement had already begun. Add in a pandemic and AI, and suddenly you have all the ingredients for a perfect storm. On a recent episode of That’s Genius!, we talked with Thomas John, Vice President of EMEA Channels at Five9, about: Why AI is helping companies transition to the cloud How Five9's tools automate, inform, and even provide simple answers for customers The ways different levels of channels benefit the end customer Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website.

    • 25 min
    64. Passing the Stress Test w/ Vikas Bhambri

    64. Passing the Stress Test w/ Vikas Bhambri

    In 2020, contact centers underwent their biggest stress test yet. People had to figure out how to continue their operation with their agents working from home, a remote office, or even a hotel. Did their technology support this kind of diffuse team? Then, they had to handle a surge of anxious callers. Scary times for some companies, but exciting for many others. What's next for the enterprises that can pass the stress tests of 2020? On a recent episode of That’s Genius!, we talked with Vikas Bhambri, SVP, Sales & CX @ Kustomer about: Why a barrier exists between CRM and contact centers How contact centers are being more proactive in engaging customers The current and future role for AI and automation in contact centers Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.

    • 34 min

Customer Reviews

4.9 out of 5
12 Ratings

12 Ratings

MWRoseGlobal ,

That's Genius

I am really excited to be hosting these podcasts - cloud contact centers are poised to change dramatically the customer experience, and decision makers will hopefully get tips and useful information to help them navigate the world or cloud, AI and all things contact center. Hit me up on twitter @MWRoseGlobal - always looking for suggested topics or even questions. Happy listening. Michael

James Carbary ,

Excited

Being on the production team of this show, I am incredibly excited to see this podcast come to life! This show is going to add incredible value for listeners.

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