Another Cloud Podcast – Episode 25: It’s All about Leadership with Karen Durenberger
Usually we dive into customer experience and success with our guests, but today’s show is really about leadership. Listen in as Karen shares about her career and the lessons learned about leadership along the way…and why Trust, Empathy, and Belief are her core tenants to being an exceptional leader.
Another Cloud Podcast – Episode 26: What’s a Value Burger?
Customer success is a journey for organizations, and Ryan Bullard has found his own formula with his Value Burger. Tune in and learn from a seasoned expert and well read leader as we talk about the challenges, successes and methods he uses to get the job done at CB Insights.
Another Cloud Podcast – Episode 27: Chat BOTS and the Ninja Quest with Adam Ferenzi
Very interesting chat today with Adam Ferenzi. We had the chance to really dive deep into the complexities of evaluating BOTS, helping shape career paths for employees, and what it means to be a Ninja on their team.
Another Cloud Podcast – Episode 28: Green Egg and Customer Experience with Bill Mahoney
Get a glimpse into Bill Mahoney’s world as he takes on customer experience at Lease Query. How he uses the mantra, “see something, say something” to give a voice to his employees to drive positive change. And we learn why he put the Green Egg at the top as one of his personal customers experiences.
Another Cloud Podcast – Episode 29: The Importance of the Customer Journey Map with William Chesser
Today’s guest, William Chesser, shares his experience of what it’s like taking a 20+ year company on the journey of building out customer success. Like many others before them, account management was the name of the game and now the big question is “how.” Listen in as William talks about the journey.
Special shout out to Irit Zeebs for the amazing consulting work she accomplished by giving them the framework needed to succeed.
Another Cloud Podcast – Episode 30: $$$ Back, Data and Beer with Ric and Murph at Sharpen
We had the pleasure of sitting down with not one, but two industry experts, Ric Kosiba and Murph Krajewski. And what they have going on at Sharpen is absurd. They’re taking the agent experience and flipping it on its head, with data to back it up and putting their money where their mouth is.
Another Cloud Podcast – Episode 31: Why the IT is the Unsung Hero of the Pandemic
Larry Schachter drops some truth bombs when talking about how IT either saved or crippled their organizations. We dive into the risks of being unprepared and being, “one click away from disaster” when it comes to #cybersecurity.
Another Cloud Podcast – Episode 32: Blockchain, Big Data and Security with Ken Knapton
Ken takes us through his approach to the challenges many IT organizations are facing today. How to use #BigData and where to start. Boiling down #cybersecurity into simple terms. And how #Blockchain is changing the banking industry and what that means for the future.
Another Cloud Podcast – Episode 33: Security Should Be Keeping you Up at Night
John Walker is a seasoned IT professional and we had the honor of sitting down with him to get his take on security, software development, and how he keeps his organization on the leading edge of technology.
Another Cloud Podcast – Episode 34: Eye Opening… AI is taking over
TEDx Talks speaker Tyson McDowell sits down with us to talk about why AI is driving society to a dark place, how we have more control than we think and what he and his team are doing in trying to a better internet into fruition. Click the link in the comments below to listen to Tyson’s TEDx Talk.
Another Cloud Podcast – Episode 35: Set Expectations and Beat Them
We’re talking CX with David Katzman, Head of Customer Experience and Strategy at Onshape. He’s bringing some very interesting ideas to the CX and Strategy landscape, with lessons learned from his time at Deloitte, and how he keeps a pulse on the CX health score for their clients.
Another Cloud Podcast – Episode 36: Learning about Contact Center Automation Software with Jacada
Scott Merrit and Kumaran Shanmuha dive into the challenges of running complex contact centers and the complexity that comes with them. They’ll explain how Jacada is tackling this problem by using real-time agent assistance to equip agents with the information they need when they need it.