Кращі подкасти про Podcasts That Matter (2024)

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Episode 10: Why a True Flywheel Must Include Your Recruiting Process & Employee Experience 40:07

7M ago40:07

40:07

On this week's Make Moments That Matter Podcast, Kim and Shawn delve into how a company's recruiting process and the experience it offers to employees plays a crucial role in driving the flywheel. By ensuring a smooth and positive recruiting process, companies can attract top talent, which in turn contributes to a positive employee experience.…

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Episode 9: Why a True Flywheel Must Include Customer Service Enablement 42:36

7M ago42:36

42:36

In Episode 9 of Make Moments That Matter, our hosts continue unpacking the business development ecosystem, focusing on customer service enablement. Kim and Shawn discuss ways to build-in (and scale!) moments that matter to delight your customers and keep your flywheel spinning.Kim Garmon Hummel and Shawn Karol Sandy

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Episode 8: Outbound Isn't Dead! How to Revive Your Outbound Strategy the RIGHT Way 46:31

8M ago46:31

46:31

Episode 8 of Make Moments That Matter is all about building your organization's business development ecosystem. Our hosts, Shawn and Kim, discuss how to integrate inbound, outbound, and hybrid strategies, and how to effectively align these various approaches with your talent and your tech.Kim Garmon Hummel and Shawn Karol Sandy

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Episode 7: Tech Stack Talk - What We Use & What We Recommend 41:49

8M ago41:49

41:49

In this episode of Make Moments That Matter, we dive into our Tech Stack Talk, exploring the tools we use across various categories such as collaboration, meetings, project management, internal comms, AI, recordings, and more. We share insights on why we love our current products, highlighting integrations and syncing features that enhance efficien…

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Episode 6: The Most Important Marketing Skill that Will Lead to More Sales 46:53

9M ago46:53

46:53

What's the most important marketing skill that will lead to more sales? Tune in to find out!Kim Garmon Hummel and Shawn Karol Sandy

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Episode 5: How Artificial Intelligence (AI) Can Ruin Your Marketing 31:13

9M ago31:13

31:13

Find out how AI can impact marketing in 2024 (and beyond), and why it’s important not to view AI as a quick fix. Hey there, saucy listeners! On today’s episode of the Make Moments That Matter podcast, Kim and Shawn discuss how they believe AI is going to shake up the marketing world in 2024 and beyond. Sure - there is a lot of focus right now on th…

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Episode 4: Mission Critical– Do You Have The Right People in the Right Role? 44:43

9M ago44:43

44:43

Find out the importance of having the right people in the right roles on your team, and how to identify when someone is (or is not) a good fit for your company’s core values. Hey there, saucy listeners! Episode 4 is all about Making Moments That Matter for your team, which - in turn - helps to create a better customer experience (happy team = bette…

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Episode 3: The Big Lie About Marketing and Sales 46:00

10M ago46:00

46:00

Find out why marketing and sales should never be siloed, and how merging the two can make some serious moments that matter for your team and customers. Hey there, saucy listeners! Get ready for the latest episode of the Make Moments That Matter with Sauce Agency Growth Guides, Kim and Shawn! In this saucy and fun-filled episode, they dive into the …

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Episode 2: The Struggle is Real– Working In Your Business and On Your Business 47:30

10M ago47:30

47:30

Find out ways you can make moments that matter for you and your team, level up your leadership goals, and start working on the business (instead of in it). Hey there, saucy listeners! Are you tired of working IN your business instead of ON it? Kim and Shawn totally get it (the struggle is real). In this episode of the Make Moments That Matter podca…

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Episode 1: #GrowSmarter–– Create Moments That Matter for Your Customers, Your Employees and Even Yourself 45:13

11M ago45:13

45:13

Find out how to make moments that matter, and why it's key to business growth. Hey there saucy listeners! Kim and Shawn are here to shake things up with the FIRST ever episode of Make Moments That Matter! And guess what? It's all about the power of creating moments that matter for business growth. Get ready for an engaging discussion packed with in…

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Introduction: Welcome to Make Moments That Matter 5:39

11M ago5:39

5:39

Welcome to Make Moments That Matter! If you're looking for a business-as-usual podcast, you've come to the wrong place. Our listeners are anything but ordinary. They're growth-minded individuals who want to be challenged to think differently about how to grow and scale their businesses. It's more than a podcast. It's a movement. Join Shawn and Kim …

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It’s About The People - Diana Deibel - Conversations That Matter - Episode # 68 37:27

1y ago37:27

37:27

When it comes to implementing AI in the enterprise, the focus has to be on the people, not the tech. Here to help is a designer with a passion for human centered services. She has a knack for creating experiences that improve the lives of those who use them. Joining the show this week is Co-author of Conversations with Things, and Chief Design Offi…

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Shaping The Future Of Uniphore Podcasts 3:46

1y ago3:46

3:46

Over the past 3 years, Conversations That Matter has featured amazing interviews with experts in CX, AI, leadership, and more. We wouldn’t be where we are without our audience, and as we plan the future of Uniphore’s podcasts, we’d love your feedback. With the link below, you can share your thoughts about the podcasts, and what you’d like to see fr…

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Start With The Problem - John Ward- Conversations That Matter - Episode # 67 35:25

1+ y ago35:25

35:25

AI has the power to revolutionize many aspects of a business, but when you start with the solution, you fail to solve the problem. Joining the show to help leaders focus on finding the problems first is a visionary who helps amplify the voice of the customer. Please welcome to the show, Global Head of Customer Experience at Cigna, John Ward! John s…

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Understanding Your Customer’s Journey - Suzanne Knight - Conversations That Matter - Episode # 66 44:43

1+ y ago44:43

44:43

Joining us for a special episode of Conversations That Matter is someone with a passion for employee experience. She’s a constant innovator with a knack for driving change where it matters most, and has been recognized as one of The Peak’s 2023 emerging leaders. Welcome to the show, Suzanne Knight! Suzanne joins guest host Kim West for a deep dive …

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Agent Enablement Before Automation - Matt Dickson - Conversations That Matter - Episode # 65 27:27

1+ y ago27:27

27:27

Our guest on this week’s episode is an industry leader in providing solutions that solve complex problems in both patient and consumer experience. He’s an expert at identifying key areas of implementation. Please welcome to the show, Chief Operating Officer at Eclipse Telecom, Matt Dickson! Matt sits down with Host Randy Ksar for an in depth discus…

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Telling The Story Of Customer Experience - Martijn Franssen - Conversations That Matter - Episode # 64 43:20

1+ y ago43:20

43:20

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Driving Customer Care Forward - Jeff Newman - Conversations That Matter - Episode # 63 35:15

1+ y ago35:15

35:15

In the automotive industry, customer service calls are often fraught with frustration. No one calls a car dealership because their car is working as intended. Our guest this week is a leader who is responsible for making sure customers of his company enjoy their service as much as they enjoy their cars. With an extensive background in contact cente…

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Engaging Customers With Conversational AI - Alex Misiaszek - Conversations That Matter - Ep # 62 24:28

1+ y ago24:28

24:28

In a heavily regulated industry, innovation can often feel stifled, and allowing your designers creative freedom can be a challenge. Here to help inspire teams is an AI expert who is passionate about human centered design. She’s a skilled leader who guides a team of designers and writers on their journey to create more personalized experiences, all…

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Framework Over Fragment - Bill Hawks - Conversations That Matter - Episode # 61 31:52

1+ y ago31:52

31:52

Measuring success of conversational AI can be as challenging as implementing it. Even if you have a clear definition of a metric, the interactions behind those numbers offer a different story. To help make sense, we’re joined by a catalyst for growth who offers strategic clarity. He’s an AI expert who drives an excellent customer experience through…

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Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60 26:31

1+ y ago26:31

26:31

When your customers utilize your mobile app to handle their financials, redeem benefits, and book travel, you need to design with intent. This week on Conversations That Matter, we’re joined by a mobile expert with over 10 years of experience. As the head of a team whose products are used by millions of customers, he knows firsthand the importance …

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Uniphore’s Chief Scientist - Roberto Pieraccini - Conversations That Matter - Episode #59 12:31

1+ y ago12:31

12:31

Our guest on this week’s episode is an AI innovator who is on the cutting edge of the industry. With time spent at Jibo and Google, he’s been a pivotal figure in the future of AI. Joining the show this week is newly appointed Chief Scientist at Uniphore, Roberto Pieraccini! Host Randy Ksar sat down with Roberto to discuss the future of AI in the en…

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Ep. 68 - The Future of Fleet with Ken Hess 55:28

1+ y ago55:28

55:28

On this episode of the Decisions that Matter Podcast, we are sharing a conversation between Procurated Founder and CEO David Yarkin and Ken Hess - Deputy Secretary for Procurement for the Commonwealth of Pennsylvania. Together they discuss the trends that procurement professionals should be aware of when purchasing for Fleet!…

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Designing Through The Lens Of Your Customer - David Vader - Conversations That Matter - Episode #58 24:11

1+ y ago24:11

24:11

When designing your bots, it needs to revolve around the customer. With the mission of creating better bots, we’re featuring an expert at implementing conversational AI as this week’s guest on Conversations That Matter. With a laser focus on both CX and bot containment, he works to create solutions that best help customers. Welcome to the show, Pro…

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Focusing Conversation Design On CX - Ben Hazel - Conversations That Matter - Episode #57 34:38

1+ y ago34:38

34:38

Our guest on this week’s episode of Conversations That Matter is a conversational connoisseur. He draws on his background in both customer service and conversation design to create experiences that put the customer first. He’s an upcoming speaker at the Conversational AI Summit in London in May. Welcome to the show, Senior Chatbot Conversational De…

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Sandra Thompson - Purpose Over Paycheck 1:40

1+ y ago1:40

1:40

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Sandra Thompson - The Role Your Identity Plays In How You Feel Emotions 0:47

1+ y ago0:47

0:47

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Creating Communities for Conversation Designers - Barend Jungerius - Conversations That Matter - Episode #56 42:38

1+ y ago42:38

42:38

Today’s guest on Conversations That Matter is a chatbot connoisseur and conversational AI champion who helps businesses leverage AI to drastically improve their customer service. He’s lent his skills as a consultant to a number of companies in the retail and banking industries. When he’s not busy building bots, he leads an online community for all …

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Knowing How To Test Your Product - Kayla Orozco - Conversations That Matter - Episode # 55 24:19

2y ago24:19

24:19

Joining us for another exciting episode of Conversations That Matter is someone who creates empathetic, human-centered designs in the Conversational AI space. As a Product Designer for a home improvement retailer, she drives innovation and success within their chatbot channels. Appearing on the podcast this week is Kayla Orozco! Host Randy Ksar sit…

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Designing Effective Chatbots - Rachel Whitehorn - Conversations That Matter - Episode #54 25:46

2y ago25:46

25:46

On today’s episode of Conversations That Matter we feature a conversational wizard with over 4 years of chatbot experience. She's a skilled chatbot designer whose areas of expertise include, AI training, persona creation, and copywriting, just to name a few. Joining us for this episode is Rachel Whitehorn, a Conversation Designer in the insurance i…

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The Role Of Conversational AI In The Enterprise - Dan Miller - Conversations That Matter - Episode #53 38:49

2y ago38:49

38:49

Today’s guest on Conversations that matter is an AI expert who coined the term "Conversational Commerce". With over 37 years of experience as an analyst, he’s seen the ins and outs of the industry, and has watched it mature. Our guest this week is none other than Lead Analyst & Founder at Opus Research, Dan Miller. Dan joins host Randy Ksar at Unip…

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Creating More Equitable Workplaces With Upward - Lisa Lambert & Umesh Sachdev - Conversations That Matter - Episode #52 29:29

2y ago29:29

29:29

As we face potential economic troubles, more and more companies are cutting their budgets for DEIB. Women leaders are leaving their roles at higher than ever rates, for every woman who steps into a director level role, two leave. On this episode of Conversations That Matter, we’re turning up the volume on the conversation around workplace equality,…

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The Importance Of Context In Creating A Great Customer Experience - Alex Mead - Conversations That Matter - Episode #51 37:21

2y ago37:21

37:21

On this episode of Conversations That Matter, we are joined by someone who has led multiple contact center improvements, via voice, digital, & social innovation, for global brands. He constantly strives to apply CX solutions that make life better for customers and he’s published numerous articles on what proper CX looks like. Joining the show today…

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Uniphore’s Red Box Acquisition - Conversations That Matter - Episode #50 11:06

2y ago11:06

11:06

With Uniphore’s recent acquisition of UK based company Red Box, you may have some questions. On this episode of Conversations That Matter we’re joined by Uniphore CEO Umesh Sachdev, and Red Box CEO Richard Stevenson. In this episode, you’ll learn more about Red Box, the strength of their platform, and details of what is to come down the line. Takea…

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Ep. 67 - Procurated Buyer Survey | Results & Analysis 28:33

2y ago28:33

28:33

As part of our recent buyer survey we took a look back at the procurement landscape in 2022. Our respondents shared their biggest challenges, from supply chain disruption to staff turnover. We dove into the issues and some potential solutions for tackling them. Take a look at the full report. This podcast is brought to you by Procurated, the first …

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Building Best Practices For Conversational AI Design - Nathan Bishop - Conversations That Matter - Episode #49 34:02

2y ago34:02

34:02

On this episode of Conversations That Matter, we’re joined by someone who loves building at the intersection of content and AI. As a previous consultant at Drift, he built, launched, and optimized enterprise conversational experiences for companies like HPE and Adobe. Welcome to the show, Senior Conversational AI Specialist at Discover Financial Se…

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B2B EQ - Tim Harris - Conversations That Matter - Episode #48 10:30

2y ago10:30

10:30

Uniphore is excited to launch its newest podcast B2B EQ! On this episode of Conversations That Matter, host Randy Ksar chats with Tim Harris, Uniphore’s Director of Product Marketing and upcoming podcast host. Tim gives us a preview of what you can expect from the new podcast, and how EQ is something that anyone can improve. B2B EQ will be going li…

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Bullying Part 2 1:31:57

2y ago1:31:57

1:31:57

In this episode we're discussing a documentary that we watched called "Bully" originally watched first on Netflix it can now be seen on Youtube. Bullying is a worldwide problem and unfortunately it's one that is not being discussed. If you or someone you know is struggling, help is available Suicide Hotline & Helpline Information https://www.dbsall…

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Bullying Part 1 40:16

2y ago40:16

40:16

In this episode I am having a conversation with my daughter Jayla about Bullying and the characteristics of what makes a bully a bully. If you or anyone you know is being bullied please visit stopbullying.gov for help and more resources to help you better handle the situation. please reach us by email at twogenerations8608@gmail.com…

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Ep. 66 - Diversity, Inclusion & Small Business Opportunities with Pennsylvania's Kerry Kirkland 43:35

2y ago43:35

43:35

Procurated’s Denitra Gober is joined by Kerry Kirkland, Pennsylvania’s Deputy Secretary for Diversity, Inclusion and Small Business Opportunities for a conversation on the ways that government can better engage the supplier community. The discussion covers ways that agencies can use grassroots organizations, community engagement and sheer determina…

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2022 Best Of - Conversations That Matter - Episode #47 9:24

2y ago9:24

9:24

Over the past year we have had so many amazing guests on Conversations That Matter. We learned so much from all the wonderful conversations with everyone we spoke to. Join us for a trip down memory lane as we round out the year and highlight moments from our most popular episodes. A huge thank you to all of the guests below for taking part in our s…

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Creating A Frictionless Funnel - Todd Unger - Conversations That Matter - Episode #46 30:21

2y ago30:21

30:21

Today’s guest is a transformational leader for the digital age, who with a decade of consumer marketing experience, believes that it’s always about the customer. He is the host of the AMA update podcast which covers healthcare topics affecting physicians and patients. Welcome to the show, CXO and SVP Marketing and Member Experience at The American …

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There’s No AI Without IA - Seth Earley - Conversations That Matter - Episode #45 36:03

2y ago36:03

36:03

Today's guest is an entrepreneur and Information Architect. He’s the host of the Earley AI Podcast and author of the book AI Powered Enterprise. Welcome to the show Founder and CEO of Earley Information Science, Seth Earley. On this episode of Conversations That Matter, Seth joins Host Randy Ksar for a livestream interview. Seth shares the behind t…

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CX Mailbag - Mike Aoki - Conversations That Matter - Episode #44 32:03

2y ago32:03

32:03

Welcome to another CX mailbag! Today’s guest is a certified CXpert who has been picked as a ICMI Top 25 thought leader for the past 7 years. Mike Aoki is the President at Reflective Keynotes Inc, and the guest speaker on this episode of Conversations That Matter. Mike sits down with host Randy Ksar to answer CX questions from the community, bust a …

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Successful CX Is Built On A Strong Employee Experience - Ivan Kotzev - Conversations That Matter - Episode #43 23:39

2y ago23:39

23:39

Today's guest is a CX savant who specializes in research in the areas of transformation, delivery, and vertical capabilities. He started as a call center agent in Bulgaria and went on to further his experience working in CX positions all around the globe. Joining us this week from across the pond in England is Ivan Kotzev, a Research Analyst at Nel…

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Customer Experience Should Be in Everyone's Title and Responsibility 32:29

2y ago32:29

32:29

Today’s guest is a customer service ninja who has over 20 years of experience in customer success management, critical accounts, and call center management. Chris Warticki is the Vice President of Customer Experience at Epicor, and he believes that customer success is a company-wide responsibility. On this episode of Conversations That Matter, Chri…

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Increasing Empathy In The Contact Center - Kevin Zyskowski - Conversations That Matter - Episode #39 32:03

2y ago32:03

32:03

Can having no negative feedback be a bad thing? Today’s guest shares why he thinks so. He’s brought his expertise to Wendy’s, JP Morgan, and Progressive Insurance. Kevin Zyskowski is the Founder and CEO at CertainlyCX. On this week’s episode, Kevin and Randy explore the myth that no negative results mean your customers are happy and share ways that…

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CX Nightmares - Call Center Life - Conversations That Matter - Episode #41 10:55

2y ago10:55

10:55

Maddening plotlines. Mercurial characters. Unexpected outcomes. Is it an episode of The Twilight Zone or a day in the life of a call center agent? From seething callers to self-defeating processes—agents today deal with a lot. (It’s no wonder that poor agent experience is leading to record disengagement and turnover.) But just how bad—or how strang…

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Developing Ex In Tandem With CX - Ben Motteram - Conversations That Matter - Episode #40 21:13

2y ago21:13

21:13

Today's guest is an internationally recognized thought leader, corporate advisor, and keynote speaker. He has over 30 years of experience in customer acquisition and retention and has led highly successful teams as a CX practitioner. Welcome to the show, Principal at CXpert - Ben Motteram. Ben and Randy talk about the role EX plays in CX, building …

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Ep. 65 - A Public Procurement Life with Jack Pitzer 27:30

2y ago27:30

27:30

Procurated’s founder and CEO, David Yarkin, sat down with Jack Pitzer, a public procurement legend whose career began in 1966 and spanned more than 40 years, to discuss the evolution of procurement during his tenure, and what it means for the future. Jack worked in two state procurement offices (and was the CPO of IA) and ran procurement for a univ…

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