Podcast Summary

Podcast ¦ PunkCX : Punk CX: Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG

Access the full podcast series here Summary Roxy Stromberg Berger, an experienced customer experience (CX) leader and current Senior Director of HCM Experience at UKG, was recently named the winner of the my customer CX Leader of the Year 2023 competition. Roxy has a background in psychology and decision sciences, and has spent nearly 20 years working in the CX space. She has a strong focus on understanding customer emotions and catering to their needs within the context of financial parameters.… Read more

Podcast ¦ CX Passport: The one with the future of Customer Experience – Bill Staikos SVP at Medallia E155

Access the full podcast series hereSummary In this podcast episode, the guest, Bill Staikos, Senior Vice President and Executive Advisor at Medallia, discusses the future of customer experience (CX) in 2024 and beyond. He highlights the importance of a humanist and technologist mindset in delivering CX, the need for a CX Northstar rather than just a CX strategy, and the impact of emerging technologies such as generative AI on the customer journey. Staikos also reflects on the past challenges in CX… Read more

Podcast ¦ Next In Queue: I Know You Called featuring Douglas Tait

Access the full podcast series here Summary In this podcast, Douglas Tate, the Director of Telecom Global Markets at Oracle, discusses the threats in the voice channel and the importance of protecting contact centers from malicious activity. He highlights the use of SIP headers and metadata in identifying potential security risks and emphasizes the need for stronger measures to secure the voice network. Tate also mentions the impact of social engineering attacks and the role of AI in mitigating emerging threats.… Read more

Podcast ¦ CX Files : Rob Dwyer – Happitu – What Can We Learn From CX Podcasting

Access the full podcast series here Summary Rob Dwyer, Vice President of Customer Engagement at Happy2 and host of the "Next in Queue" podcast, discussed his journey into the customer experience (CX) industry and the inspiration behind his podcast. He highlighted the importance of employee experience in driving CX and noted the rise of artificial intelligence (AI) as a key trend in the industry. However, he acknowledged that many CX professionals have experienced pushback and disillusionment with AI, as it has… Read more

Podcast ¦ InformingChoices: A Day in the Life of an Enhanced Human in 2050 with Rohit Talwar

Access the full podcast series here Podcast Summary: The Future of Human Enhancements in 2050 Welcome to the latest episode of the podcast with Informing Choices Mini Pop. In this episode, the host and a guest futurist discuss the exciting possibilities of human enhancement in the year 2050. They explore how advancements in biotechnology, genetics, and information technology can potentially redefine what it means to be human. The discussion covers topics such as increased strength and endurance, enhanced memory and focus,… Read more

Podcast ¦ Credit Shift: News Update Insurance Companies’ Duty of Care, Barclays & Tesco Bank Merger, Fintech and AI News

Access the full podcast series hereSummary In this podcast episode, Paul Sweeney, Co-Founder and Chief Strategy Officer at Webroot, and Cormac O'Neill, CEO and Co-Founder, discuss recent news stories and trends in the credit industry. They cover topics such as discretionary commission arrangements, the pausing of guaranteed asset protection insurance sales, Barclays taking over Tesco Bank, buy now pay later companies, card processing fees, embedded finance opportunities for payment providers, the high number of cardholder disputes, and the rise of marketplaces… Read more