Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
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Hop aboard for an insightful ride with SE Ranking’s ‘Agency Rollercoaster’ podcast! We sit down with digital agency leaders to chat about their wild professional journeys. From dizzying highs to challenging lows, we cover it all—innovative strategies, client success stories, and insider tips straight from the experts. Whether you’re a seasoned pro or just starting out, our podcast plunges into the twists and turns of client management, team leadership, and business growth in the digital worl ...
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1 Shuai Wang’s Journey from China to Charleston 38:30
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LikedChef Shuai Wang was the runner-up on the 22nd season of Bravo’s Top Chef and is the force behind two standout restaurants in Charleston, South Carolina—Jackrabbit Filly and King BBQ—where he brings together the flavors of his childhood in Beijing and the spirit of the South in some pretty unforgettable ways. He grew up just a short walk from Tiananmen Square, in a tiny home with no electricity or running water, where his grandmother often cooked over charcoal. Later, in Queens, New York, his mom taught herself to cook—her first dishes were a little salty, but they were always made with love. And somewhere along the way, Shuai learned that cooking wasn’t just about food—it was about taking care of people. After years working in New York kitchens, he made his way to Charleston and started building something that feels entirely his own. Today, we’re talking about how all those experiences come together on the plate, the family stories behind his cooking, and what it’s been like to share that journey on national TV. Learn more about your ad choices. Visit podcastchoices.com/adchoices…
Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome
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In this podcast, David Farrell, Director of AI product management at Genesys, explains the value of Predictive Routing and how it utilizes AI to better understand customer intent and agent skillset allowing a more personalized customer experience - leading to improved business outcomes such as average handle time and transfer rate.
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In this podcast, David Farrell, Director of AI product management at Genesys, explains the value of Predictive Routing and how it utilizes AI to better understand customer intent and agent skillset allowing a more personalized customer experience - leading to improved business outcomes such as average handle time and transfer rate.
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Customer Experience Insights
1 Episode 39 - The Path Towards Experience as a Service 31:33
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Play Later Play Later Lists Like LikedExploring the book Empathy in Action – Pt. 3: The Path Towards Experience as a Service This is the third episode in our podcast series highlighting key takeaways from Empathy in Action , the bestselling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff . Listen as we interview Lori Bocklund , an influential consultant, and Dr. Natalie about the key takeaways from chapters 6-9, focusing on the Four Systems of Experience Orchestration and how technology is enabling Experience as a Service. Get the book here .…
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1 Episode 38 - Shifting from Business Centric to Customer and Employee Centric 25:43
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Play Later Play Later Lists Like LikedExploring the book Empathy in Action – Pt. 2: Shifting from Business Centric to Customer and Employee Centric This is episode 2 in a four-part series highlighting key takeaways from Empathy in Action , the new, best-selling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview influential consultant and speaker Robert Harris about his key takeaways from chapters 1-5. Discussion points include why putting Empathy into Action is critical today and why you must empower your business to deliver employee-centric experiences and build employee trust. Get the book here .…
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1 Episode 37 - Exploring the book Empathy in Action – Pt. 1 25:25
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Play Later Play Later Lists Like LikedExploring the book Empathy in Action – Pt. 1: How to Put Empathy Into Action in Your Customer Experience-This is the first in a four-part series highlighting key takeaways from Empathy in Action , a new book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff . In this episode, we interview author and speaker Adrian Swinscoe about his recent article about the book on Forbes.com . Discussion points include building an empathetic musculature, blind spots to avoid, and utilizing advanced technology. Get the book here .…
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1 Episode 36 - Leveraging AI to Build Customer Empathy 18:32
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Play Later Play Later Lists Like LikedLeveraging AI to Build Customer Empathy - and Other CX Trends for 2022 and Beyond - In this podcast, Claire Beatty , Sr. Director, Thought Leadership, Genesys, and Ginger Conlon , Director, Thought Leadership, Genesys, discuss the report: The Top CX Trends for 2022 and Beyond , focusing on Trend 4: Leveraging AI to Build Customer Empathy.…
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Customer Experience Insights
Genesys Cloud CX in 2022: What’s New, What’s Coming - Jim Whatton, VP, Americas Solution Consulting, Genesys, joins host Scott Nagel and discusses the latest Genesys Cloud CX capabilities, pricing updates, and what to look forward to in 2022.
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1 Episode 34 - GigCX is Future-proofing Customer Service 18:57
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Play Later Play Later Lists Like LikedGenesys and Limitless- How GigCX is Transforming and Future-proofing Customer Service - In this podcast, Cherie Landman, VP of Sales, Limitless, and Nick Chaillier, Industry Executive, Genesys, discuss the power of the Genesys and Limitless partnership, how GigCX can augment and future proof your customer service strategy, and the value it brings to the retail industry.…
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1 Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017 21:00
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Play Later Play Later Lists Like LikedThe State of Customer Experience and How It’s Shifted Since 2017 - In this episode, Genesys leaders Claire Beatty, Sr. Director, Thought Leadership, and Janelle Dieken, SVP, Content Marketing, discuss The State of Customer Experience Report, comparing the trends that have occurred since the last report in 2017, and how consumers prefer to interact with a business, their satisfaction with different channels, and what they value in a customer experience.…
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Customer Experience Insights
1 Episode 32 - Is Your Contact Center Inclusive? 20:18
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Play Later Play Later Lists Like LikedIs Your Contact Center Inclusive? The Genesys & Be My Eyes Partnership - Making your contact center inclusive may be a lot easier than you’d think. In this podcast, Will Butler, VP of Community, Be My Eyes, and Eric Thomas, Global Diversity, Equity and Inclusion Officer, Genesys, discuss the partnership between companies, why it’s time for all contact centers to be inclusive, and how this partnership is literally changing contact centers and people’s lives for the better.…
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1 Episode 31 - Why Pointillist Acquisition is a Game Changer 13:43
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Play Later Play Later Lists Like LikedThe Pointillist Acquisition - Why it’s a Game Changer for Experience Orchestration - In this episode, Gordon Sexton, Global Design Lead for Genesys’ Financial Service Vertical, discusses the Pointillist acquisition and why Genesys is uniquely positioned to orchestrate micro and macro journeys.
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1 Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service 26:52
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Play Later Play Later Lists Like LikedIn this episode, Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows, Partnerships and Business Development leader at Zappix, discuss how Visual IVR is transforming and simplifying the retail customer experience, moving voice customers to a digital and visual experience via on-demand apps, SMS, video and email.…
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1 Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise 16:30
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Play Later Play Later Lists Like LikedIn this episode, Scott Nagel interviews Jason Alley, Senior Director of Product Marketing at Genesys, to discuss Composable CX - what it is and how it is helping companies differentiate faster, adapt easier, and architect better.
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1 Episode 28 - Rethinking WEM – It’s all about the Employee Experience 21:00
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Play Later Play Later Lists Like LikedIn this episode, Merijn Te Booij returns to provide an insightful update into how Genesys is rethinking WEM now and in the future, and why undertaking digital transformation without considering employee engagement is doomed to fail.
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1 Episode 27 - The Correlation Between Human Values and High-Performing Agents 17:29
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Play Later Play Later Lists Like LikedIn this episode, Claire Beatty and Ginger Conlon return to discuss their new and insightful Human Values Study on engaging high-performing contact center agents based on their top personal values.
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1 Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement 15:00
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Play Later Play Later Lists Like LikedIn this podcast, Gordon Sexton, an Industry designer at Genesys, explains the value that end-to-end journey orchestration brings companies, and how it’s fueled by rich data from Genesys and strategic partners like Adobe.
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1 Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity 14:00
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Play Later Play Later Lists Like LikedIn this podcast, Scott Nagel interviews Erica Deahl, Senior Manager of Solution Consulting at Genesys. She explains the power that the new Genesys DX solution set brings to companies, and how AI powered support enables them to meet their customers where they are, allowing agents to me more empathetic in their engagement, while improving productivity.…
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Customer Experience Insights
1 Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model 18:00
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Play Later Play Later Lists Like LikedIn this podcast, Tim Keighley, Director of Pricing at Genesys, explains why providing customers control and flexibility is critical to the success of a pricing model, and how Genesys Choice is successfully simplifying pricing for customers.
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1 Episode 23 - How to Build Trust and Loyalty with Today's Disconnected Consumers 19:27
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Play Later Play Later Lists Like LikedIn this podcast, Scott Nagel interviews Genesys thought leaders, Claire Beatty and Ginger Conlon, about their timely new global study: The Connected Customer Experience, CX defines brand success for consumers today.
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1 Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome 17:46
17:46 Play Later Play Later Lists Like Liked17:46
Play Later Play Later Lists Like LikedIn this podcast, David Farrell, Director of AI product management at Genesys, explains the value of Predictive Routing and how it utilizes AI to better understand customer intent and agent skillset allowing a more personalized customer experience - leading to improved business outcomes such as average handle time and transfer rate.…
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Customer Experience Insights
1 Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action 17:12
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Play Later Play Later Lists Like LikedIn this podcast, Cameron Smith, VP of WEM Product Management at Genesys, takes listeners through the highly effective process of Design Thinking and shares insights into how it, when implemented properly, can transform and improve the day to day life of agents and other contact center supervisors and managers.…
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Customer Experience Insights
1 Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys' new Ascend Partner Program 14:45:00
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Play Later Play Later Lists Like LikedListen as Ken Archer, SVP of Worldwide Channels, describes the new Genesys Ascend Partner Program, and how it delivers on Experience as a Service with and through a global ecosystem of partners.
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Customer Experience Insights
1 Episode 19 - Reduce TCO by Integrating Accounts Receivable Management into your Contact Center 20:00
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Play Later Play Later Lists Like LikedListen as Scott Nagel interviews the business leaders of Latitude by Genesys.They discuss the importance of integrating accounts receivable management into the contact center to provide 360-degree visibility into the entire business relationship, while reducing TCO.
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1 Episode 18 - Bot Building Made Easy – Learn how Genesys Dialog Engine Bot Flows Simplifies the Process 19:00
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Play Later Play Later Lists Like LikedBot building doesn’t have to be difficult. In this podcast, Scott Nagel interviews Robert Blane and Nicola Burns from the AI product management team at Genesys. They describe how Dialog Engine Bot Flows embraces the power of AI, simplifies bot creation, and helps deliver on the promise of Experience as a Service.…
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1 Episode 17 - Up to 200K Concurrent Calls, Scalable and Secure- Why Genesys Engage on Azure is a Big Deal 15:00
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Play Later Play Later Lists Like LikedSecure, feature rich, scalable, and capable of handling 200K concurrent calls. In this podcast, John Hernandez, EVP and GM of Genesys Multicloud, explains why the recent announcement of Genesys Engage Multicloud on Microsoft Azure is a big deal, not just for Genesys, but for the industry.
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Customer Experience Insights
1 Episode 16 - How Gamification is a game changer for agent performance and job satisfaction 14:40
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Play Later Play Later Lists Like LikedIn this podcast, Scott Nagel discusses Gamification with Michael Logan, a senior strategic sales consultant at Genesys. Michael builds a compelling case for how gamification can help speed up onboarding, increase agent performance, and foster a positive team environment all while encouraging friendly competition.…
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Customer Experience Insights
1 Episode 15 - Experience as a Service - What it is and why it matters to customers 18:47
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Play Later Play Later Lists Like LikedIn this podcast, Peter Graf, Chief Strategy Officer at Genesys, discusses Experience as a Service and how it drives business value and enables companies to provide superior, empathy enabled experiences to their customers.
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1 Episode 14 - The Gig Economy and the Changing Paradigm of WEM 17:00
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Play Later Play Later Lists Like LikedIn this podcast, Merijn Te Booji, General Manager of WEM at Genesys, describes the importance of Genesys’ partnership with Limitless, the value of and best use cases for gig workers, and how the paradigm of WEM and the whole industry is changing (accelerated by the pandemic).
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1 Episode 13 - Vonage APIs + Genesys Cloud = Extending SIP Coverage, Audio and AI Capabilities 18:47
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Play Later Play Later Lists Like LikedIn this podcast, Bernard Slede, Director of Strategic Partnerships at Vonage, explains how Vonage APIs, an App Foundry partner, not only extends voice and video functionality for Genesys Cloud, but also enables customers to add SIP trunking in less than 10 minutes while simplifying carrier contracts.…
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Customer Experience Insights
1 Episode 12 - How the Pandemic has Changed Contact Centers for Good 14:55
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Play Later Play Later Lists Like LikedListen as Scott Nagel interviews Craig Robinson, Director of StableLogic - an influential, independent UK consulting firm. Craig addresses how the Covid-19 pandemic has accelerated contact centers moving to the cloud, and how that is helping them to be more flexible and productive. He discusses why he believes voice is never going away, and provides insights into new issues that have arisen, such as security, compliance, as well as motivating and training agents working from home.…
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Customer Experience Insights
1 Episode 11 - How to Reduce Customer Effort While Increasing Loyalty - an Interview with CX Index Founder David Heneghan 14:18
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Play Later Play Later Lists Like LikedThis podcast features an interview with David Heneghan, Founder of CX Index, a Voice of the Customer Solution and Genesys App Foundry partner. David highlights how CX Index integrates seamlessly with Genesys Cloud and Engage and has proven to reduce customer effort an average of 31% while increasing customer satisfaction 29%. David shares some real-world success stories demonstrating that “when the customer gets a better experience, everyone wins.”…
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Customer Experience Insights
1 Episode 10 - How WEM Unleashes the Benefits of Working from Home 17:00
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Play Later Play Later Lists Like LikedListen to popular industry consultant, speaker and blogger Steve Leaden as he discusses how an integrated WEM solution unleashes the benefits of utilizing work from home contact center agents. Steve provides detailed ROI analysis and discusses real-world benefits to both companies and employees.
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1 Episode 9 - How Multi-cloud Architecture Future Proofs Contact Centers 10:37
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Play Later Play Later Lists Like LikedIn this podcast, Tara Griffin, Director of Strategic Solution Sales at Genesys describes the flexibility multi-cloud architecture brings to businesses, allowing them to tailor their infrastructure, deployment and management models to fit their business.
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1 Episode 8 - Predictive Engagement – Stop Missing Critical Customer Moments and Outcomes 12:18
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Play Later Play Later Lists Like LikedIn this podcast, you’ll hear Rik McCrossan, Digital-AI Lead at Genesys, explain how Predictive Engagement can enable contact centers to catch the customer moments that matter the most, and act on them in real-time. He shares real-world success stories where digital sales increased as well as NPS (net promoter scores), demonstrating how predictive engagement makes Experience as a Service happen.…
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Customer Experience Insights
1 Episode 7 - Beyond the Bots Hype Cycle: How Service Automation and Bots Drive Real ROI 12:32
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Play Later Play Later Lists Like LikedJoin host Scott Nagel as he interviews Tim Friebel, Genesys’ North American sales lead for Service Automation. Tim provides a clear view of the value service automation and bots bring to contact centers, including choice and orchestration. He answers the question, “What do you do if you don’t automate everything?” and discusses how easy it is to show a quick ROI when adding service automation and bots to a contact center.…
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Customer Experience Insights
1 Episode 6 - Three Reasons Contact Centers Belong in the Cloud 15:01
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Play Later Play Later Lists Like LikedListen as Jim Whatton, VP, North America Solutions Consulting for Genesys, discusses why NOW is the time for contact centers to be cloud-based. He clearly describes the importance of speed to market, ongoing cloud innovations, and why microservices are the key to agility. He also presents a strong case for why he believes Genesys Cloud stands out from the competition.…
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Customer Experience Insights
1 Episode 5 - Why Your Contact Center Needs Voice Biometrics Today! A Conversation with Quinn Agen of Omillia 18:51
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Play Later Play Later Lists Like LikedJoin host Scott Nagel as he interviews Quinn Agen of Omilia, a Genesys App Foundry member. Quinn clearly describes how contact centers that implement Voice Biometrics reduce fraud, decrease call handling time, while greatly improving customer experience.
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Customer Experience Insights
1 Episode 4 - Why Genesys’ WEM is Making Headlines and Winning Awards 10:46
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Play Later Play Later Lists Like LikedJoin host Scott Nagel as he discusses Genesys’ Workforce Engagement Management with Michele Fisher from Genesys. She clarifies the differences between WFM and WEM, shares insights into why Genesys stands out among the competition in the WEM space, and provides a glimpse into what features are coming later this year.…
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Customer Experience Insights
1 Episode 3 - Successfully Transitioning Agents to WFH with Genesys Cloud – TechStyle’s Covid-19 Success Story 14:47
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Play Later Play Later Lists Like LikedListen to an interview with Aarde Cosseboom, Senior Director of GMS Technology at TechStyle Fashion Group, as he describes the challenges and lessons learned from successfully transitioning 1000 agents in twelve countries to Working from Home (WFH) in a 24 hour period, utilizing Genesys Cloud. He discusses how they handled regional areas with no Wi-Fi at home and provides suggestions for overcoming noisy home environments in order to provide a high level of customer experience for their customers, even during the Covid-19 pandemic.…
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Customer Experience Insights
1 Episode 2 - How Genesys and Google Cloud CCAI Make Conversational AI a Must Have for Your Contact Center 12:37
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Play Later Play Later Lists Like LikedJoin host Scott Nagel as he discusses Google Cloud Contact Center AI (CCAI) with Joe Ciuffo and James Walford from Genesys. They discuss the benefits of conversational AI and how Genesys and Google Cloud uniquely integrate. They also provide specific use cases including the increased demand for AI in the contact center with the current Covid-19 situation.…
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1 Episodio 1 - Gina Clarkin, lo que todo cliente necesita saber ahora 13:12
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Play Later Play Later Lists Like LikedÚnase al anfitrión Scott Nagel mientras habla con Gina Clarkin, directora de marketing de productos, sobre lo que los clientes de Avaya necesitan saber en este momento.
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1 Episódio 1 - Gina Clarkin, o que todo cliente precisa saber agora 13:40
13:40 Play Later Play Later Lists Like Liked13:40
Play Later Play Later Lists Like LikedJunte-se ao anfitrião Scott Nagel enquanto ele conversa com Gina Clarkin, diretora de marketing de produtos, sobre o que os clientes da Avaya precisam saber agora.
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Customer Experience Insights
1 Episode 1 - Gina Clarkin, Migrating to the cloud with Genesys 13:32
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Play Later Play Later Lists Like LikedJoin host Scott Nagel as he talks with Gina Clarkin, Product Marketing Director, about what Avaya customers need to know right now.
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1 Épisode 1 - Gina Clarkin : Tout ce que les clients ont besoin de savoir dès maintenant 11:27
11:27 Play Later Play Later Lists Like Liked11:27
Play Later Play Later Lists Like LikedJoignez-vous à l’animateur Scott Nagel alors qu’ils discute avec Gina Clarkin, directrice de la commercialisation chez Genesys, de tout ce que les clients d’Avaya ont besoin de savoir dès maintenant.
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Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Pat Flynn from The Smart Passive Income Blog reveals all of his online business and blogging strategies, income sources and killer marketing tips and tricks so you can be ahead of the curve with your online business or blog. Discover how you can create multiple passive income streams that work for you so that you can have the time and freedom to do what you love, whether it's traveling the world, or just living comfortably at home. Since 2008, he's been supporting his family with his many on ...
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Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
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The Village Global podcast takes you inside the world of venture capital and technology, featuring enlightening interviews with entrepreneurs, investors and tech industry leaders. Learn more at www.villageglobal.vc.
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