EP. 10

How to Clean Your CX Data Before Moving to the Cloud

McGee-Smith Analytics President & Principal Analyst Sheila McGee-Smith and Blackchair CEO & Co-Founder Jason Owen join Genefa in this episode. They discuss the importance of cleaning your contact center's back-end software to realize the full benefits of migrating to the Cloud.

EP. 9

CX in Social Media: Meet your customers where they are

B2B tech influencer and content creator Evan Kirstel shares his insights with Genefa. They discuss how companies can maximize their social media properties as an extension of their contact center and even as a revenue center.

EP. 8

Balancing Sustainability and Customer Needs

Aspirational Futures Founder and CEO Sally Eaves joins Genefa to discuss doing the right thing as a company. Sally shares insight on the importance of building a comprehensive ESG strategy, what motivates employees to become brand ambassadors, and why it’s necessary to replace box-checking with actual change.

EP. 7

Grow Trust in Your Brand with Consistency & Predictability

In this episode, Genefa chats with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC and author of I'll Be Back. They delve into why customer experience and customer expectations must be equal, what “skimpflation” is and how brands should respond, and how to use chatbots seamlessly and effectively for great CX.

EP. 6

How to Create a Better Customer Experience Through Employee Focus

Genefa welcomes Nick Glimsdahl, Director of Contact Center Solutions at VDS, to discuss how the employee experience can translate to a better customer experience. Nick shares lessons learned about customer experience and service, insight on moving a contact center to the cloud, and how to do employee retention right.

EP. 5

Are Sales & Service Friends or Foes?

Analyst Zeus Kerravala sits down with Genefa Murphy to share his viewpoints on the nuanced relationship between sales and customer service, and the integral value of a single source of truth driven by one set of data points. Listen in as Zeus talks about data integrations, why every company should have a Chief Experience Officer, and the urgent need to be agile, adaptable, and scalable.

EP. 4

Emerging Trends in Customer Data Platforms and Analytics

In this episode, Genefa is joined by a titan of the CX and contact center world, Sheila McGee-Smith, to talk about some of the massive advances that have been made in digital engagement and automation, the value of customer data platforms, the role analytics plays in driving service strategy, and the most significant trends to expect in 2022.

EP. 3

A Guide to Slashing Shopping Cart Abandonment Rate

Do you have the unifying trifecta of method, message, and martech working for you? Or is your customer journey somehow still siloed — with your contact center the least aligned of all? In this episode, I interview Neil Valentine, chief revenue officer at Lucency, about creating a unified customer journey that integrates the contact center into the marketing and sales flow.

EP. 2

Creating Inspiring Retail Experiences with Tech

Connecting with retail customers on their preferred digital channel is a tall order. It starts with a customer-centric strategy that focuses on layers of gratification. Genefa talks with Melissa Gonzalez, CEO of the Lionesque Group, about empowering the retail experience with human connection through technology.

EP. 1

Creating Amazing Experiences for Customer Loyalty

What would you rather do: go to the dentist or call customer support? 48% of us would rather have the root canal. Genefa Murphy talks with Shep Hyken, chief amazement officer at Shepard Presentations, about creating customer amazement by consistently delivering delightful service that brings people back to your business again and again.

EP. 0

Introducing Dare to Reimagine with Genefa Murphy

In this trailer episode, producer Jordan Alford sits down with Five9 CMO Genefa Murphy to discuss the reasons behind the “Dare to Reimagine” podcast launch, what it means to think differently, and how to use this aptitude to drive better business outcomes.