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.

Episode 55

Another Cloud Podcast – Episode 55: B2B Customer Success – Where are we headed?

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Ziv Peled – October 27th, 2021 (32:21 minutes long)

Today we sit down with Ziv Peled, recently named a 2021 Top 25 Customer Success Influencer, to talk about how he’s transformed AppsFlyer and where he sees the future of customer success. Listen in as he digs into CS ops, tracking relationships, and what he’s learned along the way.

Episode 56

Another Cloud Podcast – Episode 56: A Guided CX with Glance Networks

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Tom Martin – November 1st, 2021 (34:58 minutes long)

The DIY model for digital CX support only goes so far, but with a DIT (together) focus organizations are separating from the pack when it comes to the customer experience. Today we talk to Tom Martin, CEO at Glance about how they’re taking this digital experience to the next level by recognizing that people want help during their own CX journey and how Glance is bridging the human and digital experience.

Episode 57

Another Cloud Podcast – Episode 57: Rise of the Machine – The AI & Human Relationship

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Jeff Kirchick – November 5th, 2021 (40:22 minutes long)

With AI continuing to be a hot topic Aarde Cosseboom and I sit down to talk with Jeff Kirchick, VP of Sales at XSELL Technologies to get his take on why you’ll still need humans. The machines are not taking over but it is a piece of the CX puzzle if you can do it right.

Episode 58

Another Cloud Podcast – Episode 58: Creating a Great Customer Experience

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Saood Shah – November 12th, 2021 (35:14 minutes long)

From health scores to change management, Saood Shah, VP of Customer Success at Terminus, talks to us about how he’s taking his organization to the next level through exceptional customer experience. Listen in as he goes through the HOW of crafting the right experience for the customer.

Episode 59

Another Cloud Podcast – Episode 59: Creating a Great Member Experience at Virgin Pulse

Host: Alex McBratneyGuest Speaker: Michael Pace – November 16th, 2021 (41:58 minutes long)

Virgin companies have always been known for creating great cultures, today’s guest continues to carry that torch at Virgin Pulse. Today I sit down with Michael Pace, Senior Director – Global Member Service, at Virgin Pulse to talk about his specific support framework to create a great member experience. When Michael is not creating great member experiences you’ll find him volunteering as the president of the Northeast Contact Center Forum, a non-profit designed to facilitate the exchange of ideas among peers.

Episode 60

Another Cloud Podcast – Episode 60: New Contact Center Tech – Little Fish in a Big Pond!

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Darren Prine – November 22nd, 2021 (45:53 minutes long)

Gartner will always have the “big” Contact Center players in their quadrant, but what about those newer niche players that have great tech but not the big name yet? Darren Prine, of Cloud Tech Gurus, has found them and is bringing their tech to the contact center world. We sit down with Darren to talk about how the contact center tech is changing and how those newer players are making a difference.