Episode 49

Another Cloud Podcast – Episode 49: Leading in an Influencer World

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Joshua Harbo – October 8th, 2021 (39:45 minutes long)

Today we’re joined by Joshua Harbo, Director of Product Support at CreatorIQ to talk about leadership and influencer marketing. The influencer industry is changing at a rapid pace and support has to keep up and why support ultimately creates the best customer experience.

Episode 50

Another Cloud Podcast – Episode 50: Architecting CX to Solve the CX Dilemma

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Peter Armaly – October 11th, 2021 (38:00 minutes long)

Peter Armaly has decades of customer experience knowledge and has been at the forefront of its evolution. Today we learn how he is creating customer centricity at Oracle through training and leadership to create value and push the boundaries of customer success.

Episode 51

Another Cloud Podcast – Episode 51: Security Company looks to scale and move upmarket – with technology.

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Justin Strackany – October 14th, 2021 (39:46 minutes long)

Today we had the pleasure of sitting down with Justin Strackany, Chief Customer Officer at SecureLink to talk about how he sees technology and AI paving the way for customer success. We’re in the early days of customer success with very few playbooks to draw from…and for a multi-product company, it’s even more challenging. Listen in as Justin takes us into his approach and thoughts on how to drive revenue and continue to push for a great customer experience across all departments.

Episode 52

Another Cloud Podcast – Episode 52: Battling Churn with Health Scores

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Erin McDaniel – October 15th, 2021 (39:09 minutes long)

What a pleasure it was talking with Erin McDaniel. She brought the truth today when it comes to customer success. From managing churn to creating a relevant health score, Erin has the expertise to get it done. Listen in as she draws from her experience in the corporate and startup world.

Episode 53

Another Cloud Podcast – Episode 53: Demystifying the Outsourcing of Contact Centers

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Fred Stacey – October 18th, 2021 (46:24 minutes long)

Today we’re talking all about outsourcing. Fred Stacey has spent the last 26 years in the contact center outsourcing business and today we had the chance to sit down and learn from one of the best. Fred dives into the current trends in outsourcing, how customers are pushing their tech stacks to the BPOs, what markets are up and coming, and other tidbits around the industry.

Episode 54

Another Cloud Podcast – Episode 54: The Home Depot Keeping Culture #1

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Michael Jones – October 21st, 2021 (40:15 minutes long)

It’s not every day we get to peek behind the curtains of a Fortune 20 enterprise. Today we were lucky enough to sit down with Michael Jones, Sr. Director of Customer Care to learn how The Home Depot has stayed true to its mission of taking care of its people and their customers. We tackle everything from customer care and support, culture, and how their leaders have shaped the company.