70 episodes

You can't escape customer experience, the best place to learn how to improve customer experience and customer service is on Amas Tenumah's Show.

The Curated Experience Amas Tenumah

    • Management
    • 5.0, 19 Ratings

You can't escape customer experience, the best place to learn how to improve customer experience and customer service is on Amas Tenumah's Show.

    #71 How to be the smartest person in the contact center

    #71 How to be the smartest person in the contact center

    Don't be afraid to make a mistake
    Build a "river of information"
    Get a tribe - make connections 
    Join associations like CCNG 13:23
    What learning looks like in a remote world

    • 33 min
    #70 Your Contact center needs a Makeover (for free)

    #70 Your Contact center needs a Makeover (for free)

    Is the stereotype of contact center true?
    Did you watch the show about the call center called Outsourced
    The characteristics of a bad contact center environment in one word is surveillance
    If you do not trust your employees you are doing it wrong
    Contact centers create too many rules for the exceptions not the rule.
    Are your rules for the employees or for you
    Tips for making changes in the contact center for the better without spending a penny
    Getting to the bottom of the employee sentiment.

    • 29 min
    #69 Augmented Reality is here to save Field Service W/Gary York

    #69 Augmented Reality is here to save Field Service W/Gary York

    Gary York is a serial entrepreneur and technologist and CEO of helplightning
    Teleportation is coming but in the mean time we have Augmented reality specifically virtual presence.
    Differentiation Virtual Reality from Augmented Reality
    More information about Help Lightning and Gary York   https://go.helplightning.com/remote-expertise
    Twitter: https://twitter.com/GaryYorkTech
    LinkedIn: https://www.linkedin.com/in/gary-york-38b87/

    • 27 min
    #68 - OmniChannel is like a superfood & Why Voice will never die

    #68 - OmniChannel is like a superfood & Why Voice will never die

    Show Notes

    Bob once wrote 5 years ago "Omnichannel or Die" we ask Bob if that article aged well
    The compounding effect of doing better on digital channels
    The rumors of the voice channel demise was greatly exaggerated 
    What are the new goals of Omni
    Bob's Sales/Marketing envy rears its ugly head agan
    Situational Video vs Video everywhere

    • 27 min
    #67 What Customer Experience can learn from Minor league Baseball w Zach Thomas

    #67 What Customer Experience can learn from Minor league Baseball w Zach Thomas

    Employees, customers or Shareholders if you had to start with one
    Is your "Why" Strong enough but more importantly "who" will you become.
    What separates the "haves" vs "have nots"
    How do you turn turnover into an opportunity
    Why leadership is the number one investment every organization should make.

    • 29 min
    #66 Customer Experience must make dollars and sense/ Jason Bradshaw

    #66 Customer Experience must make dollars and sense/ Jason Bradshaw

    Haves or Have nots
    The most customer centric Company on earth story
    Why posters on the wall and a new value statement telling the world you care about the customer is worthless
    How do you get the CFO on board for your cx efforts
    Commercial Chief customer officer
    StakeHolder Hierarchy - who comes first -  customer, employee or stakeholder.
    His answer will surprise you

    • 25 min

Customer Reviews

5.0 out of 5
19 Ratings

19 Ratings

Patricia Everett ,

Great Podcast!!

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Tonya Leonard ,

Wonderful Podacst!

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