PODCAST · business
Customer Driven with Chad McDaniel
by Chad McDaniel
Customers on your mind? Executive Chad McDaniel hosts this highly interactive show on everything related to customer success. Chad and his guests discuss all things impacting today's customer leaders, while sharing their own unique insights and experiences. Chad is well known for leading Execs In The Know, one of the largest customer experience communities on the planet. Connect on best practices across the industry with unfiltered, unplugged conversations with leaders learning from leaders. Customer Driven, every episode.
Episodes
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How Process Analytics is Transforming the Future of CX and Operations Work
Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Andrew Kortina, Co-Founder and Co-CEO at Fin Analytics, a comprehensive measurement platform for operations work. CX operations "results metrics" (things like CSAT, NPS, handle time, close rate)...
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The Current Landscape of AI-Powered CX
Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin, Chief Marketing Officer at SmartAction, an industry leader in developing and deploying purpose-built, AI-powered virtual agents for customer service. In this episode, Chad and Brian...
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Making Meaningful Differences in Dramatically Changing Times with Jyllene Miller from Concentrix
Chad welcomes Jyllene Miller to discuss how Concentrix, a company that specializes in customer engagement and business performance, has helped bridge the technological gaps that so many companies have suddenly faced amidst COVID-19. https://www.concentrix.com/ Please be sure to rate and subscribe...
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How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq
Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Mike Myer, CEO and Founder of Quiq, a business messaging company in the customer service world. Hear Mike's unique perspective about the integration of these technologies into a successful...
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Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman
In this episode of Customer Driven, Chad is chatting with Vicki Perryman, Senior Vice President of Humana. Humana is a global operations organization focused on enabling their members to utilize their benefits and access providers for the care they need. Chad and Vicki also discuss: - Her start...
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Trends for Call Center Agent Staffing
Welcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as...
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The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy
Welcome to the latest episode of Customer Driven. In this episode, Chad is talking with Justine Santa Cruz, SVP of Enterprise & Retail at Satisfi Labs, an AI-powered Knowledge Management Platform. Justine brings a wealth of knowledge on the future of AI in Customer Experience and the overall...
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Why Should I Care – How Blockchain is going to change the future of Customer Service Support
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Jerry Leisure, VP of Customer Success with Forte Labs. Jerry has been in the Customer Service Leadership space for over 20 years and moved into the gaming space in 2016 with Kabam. Jerry has since...
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The Importance of Driving an Emotionally Engaged Workforce with Vicki Brackett
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Vicki Brackett, Employee Engagement Expert and author of the new book, The Leadership Toolbox. Vicki has had a long successful career helping call centers and other organizations emotionally engage...
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Streamlining Agent Experience to Elevate Customer Experience with Sean Minter, Founder and CEO of AmplifAI Solutions
Welcome to the latest episode of Customer Driven with Chad McDaniel! Chad is talking with Sean Minter, Founder and CEO of AmplifAI Solutions, an Employee Development and Performance Management company. Sean's company utilizes AI-based technology to leverage machine learning to improve performance...
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Fan Creators – Driving Customer Service As A Differentiator
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Sue Morris, Worldwide Customer Service Leader at Microsoft. Sue's role at Microsoft has her overseeing over 11k Advocates that handle upwards of 46 Million customer service interactions each year....
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How to Drive Internal Engagement and Interaction Models with Meaningful Results
Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Michelle Brigman, CX Director for 7-Eleven. Michelle shares her career experience revolving around customer feedback management system, making sense of the unique insights these tools provide...
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How to Drive Emotional Connection in an Effortless Customer Experience
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Michael Jones, Senior Director of Custom Care for Home Depot. Home Depot has been one of the pioneers in Customer Experience leadership but have always adopted the approach of investing in…
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Corporate Insights – Understanding Corporate Strategies and Best Practices Benchmark Report
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Chad analyzing the findings of the most recent edition of the Best Practices Benchmark Report, as well as Highlights from this year's CXMB Series Corporate Edition report. In this episode, Chad...
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Imminent Impact of Automation on Customer Service, with Linda Crawford, CEO of Helpshift
Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast, Chad sits down with Linda Crawford, the CEO of Helpshift. Helpshift bridges the disconnect between conventional customer service channels like email andphone support and a growing consumer base that does more on...
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Kicking Off 2019 with Execs in the Know
A quick check in with Chad to review 2018 successes, plans for 2019, including our new online community, Know It All, and details about our National Leadership Forum, The Customer Response Leadership Summit, in New Orleans, February 4th-6th. For more information on our Summit, please visit...
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Creating Personalized Customer Experiences
Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Joseph Ansanelli, a Partner at Greylock and the CEO at Gladly, a company who is reinventing customer service to put people back at the heart of it. In this discussion Joseph shares insights…
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Understanding Customer Lifetime Value & Why It is Important
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Mike Nessler, CEO of Argo Contact Centers, someone who understands the value of long-term customer relationships. Mike has a long track record of success in customer experience and brings some…
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Rob Sutton, Senior Vice President of Customer Care at Vonage
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Rob Sutton, Senior Vice President of Customer Care for Vonage. Rob's career has revolved around his ability to effectively utilize his technological knowledge with his passion for a positive…
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State of the State Call Center Outsourcing 2019
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled State of the State Call Center Outsourcing 2019 features the Director of Global Vendor Performance for Hilton Hotels, John Billings. John has been in this industry for over 15 years and focuses on...
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How 21st Century Fox is creating a Digital First Support Organization
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled "How 21st Century Fox is creating a Digital First Support Organization" we speak with Michael Moore, the Executive Vice President of Customer Operations for 21st Century Fox. Michael is an...
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A CEO's Perspective towards Customer Support Automation
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our series this week, entitled "A CEO's Perspective towards Customer Support Automation" focuses on Artificial Intelligence and it's role in the Customer Experience space. Tom Lewis is the CEO of Smart Action, an Artificial...
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Antony Brydon, Co-Founder and CEO of Directly
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our series this week, entitled "A CEO's Perspective towards Customer Support Automation" focuses on Artificial Intelligence and its role in the Customer Experience space. Antony is the co-founder and CEO of Directly, a San...
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Lorraine Schumacher, Executive CX Advisor and CEM Evangelist at Clarabridge
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lorraine Schumacher started in humble beginnings in IT with Verizon and capitalized on the opportunity to turn her varied experience into the position of…
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Lisa Stoner, Global Head of Support Operations at Uber
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lisa Stoner is one of the top in the industry as the Global Head of Support Operations at Uber. She is currently responsible for Ubers'...
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Razia Richter, Founder and CEO of RetailPivot Consulting
Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership. Razia Richter has been an integral member of leadership for Customer Experience teams for large organizations and has since founded her own consulting firm,...
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Crystal Collier, Head of Strategy, Program and Insights at Electronic Arts
Welcome to the first episode of Customer Driven with Chad McDaniel! Our first few episodes are focused on Women in CX Leadership and our first guest, Crystal Collier, Head of Strategy, Program and Insights at EA Games, is a wonderful example of forward-thinking leadership in this industry. Her...
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ABOUT THIS SHOW
Customers on your mind? Executive Chad McDaniel hosts this highly interactive show on everything related to customer success. Chad and his guests discuss all things impacting today's customer leaders, while sharing their own unique insights and experiences. Chad is well known for leading Execs In The Know, one of the largest customer experience communities on the planet. Connect on best practices across the industry with unfiltered, unplugged conversations with leaders learning from leaders. Customer Driven, every episode.
HOSTED BY
Chad McDaniel
CATEGORIES
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Frequently Asked Questions
How many episodes does Customer Driven with Chad McDaniel have?
Customer Driven with Chad McDaniel currently has 27 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Customer Driven with Chad McDaniel about?
Customers on your mind? Executive Chad McDaniel hosts this highly interactive show on everything related to customer success. Chad and his guests discuss all things impacting today's customer leaders, while sharing their own unique insights and experiences. Chad is well known for leading Execs In...
How often does Customer Driven with Chad McDaniel release new episodes?
Customer Driven with Chad McDaniel has 27 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Customer Driven with Chad McDaniel?
You can listen to Customer Driven with Chad McDaniel on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Customer Driven with Chad McDaniel?
Customer Driven with Chad McDaniel is created and hosted by Chad McDaniel.
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