#AI, #ChatGPT, & #BPO: What’s next?

When will #AI catch up? Explore Matt Kendall’s new episode! ✍️ Matt started providing ghostwriting services as “Cognitive Copy” for the #BPO, #ITO, and #CX industries in 2018. Before that, he spent three years analyzing BPO trends in the American Nearshore and two years reporting on the telecom, IT, and automotive sectors in Mexico and […]

Achieve Success in a Workplace NOT Designed for YOU

Eugina Jordan 0:00 If we don’t fight microaggressions now, when we have the power-when we are in a position of power, then the generation that comes after us still going to experience them. So yes, ladies, it is hard, but someone has to do it. Anne B 0:18 Welcome to Unexpected Journey Season Two. I’m […]

Change Enthusiasts: Strategy Consulting for Transformational Leaders

Amy Horner 0:00 When you’re playing a sport or when you’re taking a leadership role or when you’re doing something like a change agent where there might be more arrows aimed at your back, they realize the most important person to believe in you is yourself. Anne B 0:14 Welcome to Unexpected Journey Season Two. […]

AI-Powered Customer Experience

Serena Riley 0:00 I am a huge advocate for the idea that if we remove roadblocks and challenges from our internal folks, if they feel gratitude and appreciated for the roles that they’re in and what they’re accomplishing, that they will absolutely serve our customers better. Anne B 0:39 Welcome, Serena, so glad to have […]

Cultivate Customer Success, Startups & Beyond

Maranda D 0:00 Because the things you do day to day, impact the success of your team members, or the success of a product or whatever it may be, and that ultimately helps us all serve the customer. Anne B 0:13 Welcome to Unexpected Journey, the show where each week top professionals share work wisdom […]

We’re Obsessed with Customer Obsession

In today’s competitive business landscape, achieving and maintaining customer loyalty is a top priority for companies of all sizes and industries.   To excel in this pursuit, an emerging trend is taking the business world by storm – the customer obsession. This philosophy goes beyond traditional customer service and places the customer at the center […]

The 5 A’s of Successful Customer Engagement

Brett Frazer 0:00 If you can bring information, create bridges that can help those relationships between the organization that’s going to make you valuable. It’s also going to expand your awareness of what the impact is of what you’re doing in customer service into those other parts of the business. Anne B 0:13 Welcome to […]

CSMs: The Key to Understanding Customers

Diane Gordon 0:00 The people who understand customers the most and can get all the right people are the CSMs because the customer doesn’t feel like they’re looking for money.   Anne B 0:09 Welcome to Unexpected Journey, the show where each week top professionals share work wisdom and life lessons about their careers and […]

One of the Top 25 Women Cybersecurity Leaders Breaks Down the Risks

Erin Murtha 0:00 Just because the way that we have evolved in software and how those integrates into our networks is completely changed the attack surface for cybersecurity. Anne Bibb 0:13 Welcome back to Unexpected Journey. And today we are joined by Erin Murtha. Welcome, Erin. Erin Murtha 0:19 Hi. Thank you for having me. […]

The Creative Strategies You Need for Purpose-Driven Change

Catharine Montgomery 0:00 When it comes to communications, you have to realize that every article every post you make every event you host is helping make that change that you’re looking to seek. Anne Bibb 0:10 Welcome to Unexpected Journey, the show where each week top professionals share work wisdom and life lessons about their […]