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Podcast Recap: Future of Customer Service

Podcast Recap: Future of Customer Service

Paula White-Jennings ,
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The Future of Customer Service report dives into how enterprise leaders will service the always-on lives of the next generation of customers, integrate next-level personalization via AI and automation, and so much more.

James Dodkins (GTM Excellence, Customer Service & Sales Automation Director, Pegasystems) hosts this season of Bold stories. Future focused. to expand on the report with experts and thought leaders from world of customer service. Throughout this podcast season, James and guests talk about how to put the focus of customer service onto the customer, why customer service without empathy is useless, and how to correctly adopt and utilize technology for specific and unique customer service needs.

Episode 1: Emphasizing the customer in customer service ft. Jeannie Walters

Believe it or not, it’s easy to lose sight of the actual customer in customer service. How does this happen? Even though customer demand is high, successfully meeting customer needs is a challenge because organizations are not asking the right questions that speak directly to their customers and they are often misusing tools that should be helping.

Jeannie Walters (Founder of Experience Investigators) explains how and why this happens so often. Organizations need to meet customers where they are in order to revolutionize customer service. This means, taking a proactive approach instead of reacting to customer needs in the moment by understanding your customer.

Technology, like AI, are automating tedious customer service processes, but if they aren’t applied properly, the customer experience continues to suffer.

“…we’re actually creating these moments of delight by marrying the right technology and tools with the right kind of attitude around the humans who are serving. And I think there’s tons of magic around that, but we have to make sure that we’re going into this strategically and thoughtfully…”

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OCT 4, 2022 | 24 MINS

Emphasizing the customer in customer service ft. Jeannie Walters

The days of sidelining real human needs and the latest advancements in service technology are over. Listen as customer service expert Jeannie Walters talks about to how far service has come and where it’s headed now that we have the tools to deliver efficient, empathetic experiences.

Speaker info 
Listen now 

Episode 2: The critical balance of humanity and automation in service ft. Adam Toporek and Nate Brown

In this podcast episode, James speaks with Adam Toporek (Customer Experience Expert, Keynote Speaker, Consultant) and Nate Brown (Senior Director of CX at Arise, Co-Founder of CX Accelerator) about how to maintain a human touch in customer service alongside automation. There are multiple ways to tackle this issue and achieve balance between the human and the machine. Adam goes back to basics and talks about the importance of soft skills training for customer service representatives as companies continue to leverage and adopt new technologies.

“Companies just simply don’t focus on soft skills training enough. […] This is an age-old problem, right? They teach [reps] how to use a computer and put in a ticket. They don’t teach them what to do if somebody’s yelling at them… And, I think those skills will just be more important as we undergo this transformation.”

Nate talks about how the customer interaction isn’t an isolated situation, but rather a deeper learning experience. It’s about putting yourself in the customer’s shoes, being their advocate, and learning from their words because we are all learning from each other on some level and we need to appreciate and acknowledge that.

“You are the voice of the customer personified. When you learn something, when you get feedback from a customer, don’t just think about how you can resolve [their issue] and make them go away. Think about what we learned and what the impact of the interaction was for them. And let’s take that and do something with it. Let’s learn through these interactions and all get smarter together.”

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OCT 11, 2022 | 30 MINS

Episode 2: The critical balance of humanity and automation in service ft. Adam Toporek and Nate Brown

As self-service expands in customer service, are agents becoming less necessary? Not according to customer experience strategist Adam Toporek and customer service expert Nate Brown. Listen as they discuss the ways humanity in service is evolving to great effect.

Speaker info 
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Episode 3: Solving the roadblocks to transformative healthcare service ft. Ingrid Lindberg and Steve Decker

This podcast episode addresses customer service within and across the healthcare industry. James speaks with two experts who have teamed up to modernize healthcare customer service. Ingrid Lindberg (Founder & CXO of Chief Customer) and Steve Decker (Founder of S Decker Consulting) provide different perspectives to customer service in healthcare with Ingrid focused on ensuring that the customer is at the center of service whereas Steve wanted to make sure that these initiatives were operationally-sound.

The healthcare industry has its own set of rules and does not come in a tangible package. The customer experience can be more sensitive and personal, and must be handled with care. In order to ensure customer safety and trust, Ingrid wants to ensure that every single touchpoint with a customer counts. Because one missed opportunity can make or break a customer relationship.

“If you don’t take every opportunity in that one touch to do everything you possibly can to make it better, or right or fix it, you’ve now lost the opportunity to ever create a trusted relationship.”

Ingrid’s ideas were always met by Steve’s operational mind to make sure that these ideas and processes to build long-lasting trust were repeatable and achievable by implementing the correct technologies. This requires a fine balance of natural conversation while, in the background, data is being collected so that conversations can evolve in real time to address real health concerns and needs.

“As it relates to healthcare, I think those technologies can be leveraged for creating a great experience like recognizing what’s going on with that person in the moment, if anything, and making sure that that customer service rep on the other line knows and can weave it elegantly into the conversation…”

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OCT 18, 2022 | 28 MINS

Episode 3: Solving the roadblocks to transformative healthcare service ft. Ingrid Lindberg and Steve Decker

Healthcare makes a huge difference in people’s lives – and so should its customer service. Just ask Ingrid Lindberg and Steve Decker, an unlikely duo who worked together to overhaul the customer service at a leading health insurance company, to phenomenal results.

Speaker info 
Listen now 

Episode 4: The new tech balancing act ft. Sean Callahan, Chris Contreras, and Stuart Chandler

One theme has been clear throughout this season of Bold stories. Future focused -- technology is here to stay. Customer service teams are ready to adopt automation tools into their processes, however, adopting the correct tools in the best places is an art form in itself. Don’t adopt new technology for the sake of having it. That won’t work.

James speaks with three experts about how companies can integrate new solutions without overwhelming their tech stacks.

Sean Callahan (Product Marketing Manager, Pegasystems) gets to the point that many companies are running on legacy tools that simply don’t work in today’s modern world. They have to modernize their customer service processes in order to remain relevant and competitive by implementing newer technological solutions such as AI and automation. Step one is to understand and accept that legacy systems won’t cut it in today’s world.

“A lot of these companies do have legacy tools that just don’t work quite as well as they could and should. And as a result, it’s affecting their bottom line. Frankly, it’s affecting their ability to deliver the service that they want to deliver.”

Chris Contreras (SVP, Customer Success & Revenue Operations at MNTN) adds to this by pointing out how many companies treat newer technologies like add-ons or simple toppers that can easily transform a business from the inside out. This “cart before the horse” approach doesn’t lead to long-term success and organizations should ask themselves what they want to achieve and how technology can get them there, rather than choose what’s on trend and hope it works out for your specific business needs.

“So, instead of…doing simple tree decisioning to go down and just run a person through a sequential process, today, it’s about the technologies that can work and shape very quickly to what you’re about.”

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OCT 25, 2022 | 25 MINS

Episode 4: The new tech balancing act ft. Sean Callahan, Chris Contreras, and Stuart Chandler

Striking the right balance between your existing tech stack and the latest advancements could mean the difference between high satisfaction and high debt. Listen as service experts Sean Callahan, Chris Contreras, and Stuart Chandler talk the best approach to going modern, strategically.

Speaker info 
Listen now 

Bold stories. Future focused.

When business changes, it challenges us – and necessarily so. Listen in as our hosts uncover what success looks like when innovative minds rise to new challenges and excel in the face of change.


Thema: Digitale Transformation

Über die Verfasserin

Paula White-Jennings, is a creatively-driven and organized professional brand marketer with experience in marketing and brand strategy alike. Paula is also the producer of Pega’s successful podcast, “Bold stories. Future focused.” Maintaining her passion for being a change agent, Paula is a founding member of the Black@Pega Employee Resource Group and has spent the past year and a half building out their social impact footprint within the surrounding communities.

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Jeannie Walters Founder of Experience Investigators

Jeannie Walters, CCXP is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences.

Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered the leading authority for improving both employee and customer relationships.

Jeannie is a charter member of the Customer Experience Professionals Association, having worked with numerous Fortune 500 companies including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase; an educator whose Linkedin Learning courses have been watched by more than 300,000 learners; and a Professional Member of the National Speakers Association, speaking to tens of thousands of people across three continents.

Adam Toporek Customer Experience Expert, Keynote Speaker, Consultant

Adam Toporek is an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He is the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, as well as the creator of multiple virtual training courses on customer service and experience. Adam is regularly ranked as a top customer experience thought leader and has been cited in Entrepreneur, Forbes, and over 200 other media.


Nate Brown Senior Director of CX at Arise, Co-Founder of CX Accelerator

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.

Twitter: https://twitter.com/cxaccelerator/
LinkedIn: https://www.linkedin.com/in/cxaccelerator/

Ingrid Lindberg Founder & CXO of Chief Customer

Ingrid Lindberg is a serial Customer Experience Officer (CXO). As the first person to hold the title of CXO, she has been transforming companies with her approach to customer experience for 20 years. She’s a Marketing Maven, named as one of the 40 Top Global Marketers. She also was recognized by the Stevie’s as Maverick of the Year for her impact on the health care marketplace.

Her work has spanned the Fortune 500 - including Finance, Healthcare, CPG, Telco and Retail, working with companies to create differentiated customer experience strategies and to redesign cultures. From CMO to CXO to CEO, she’s known for how she leads with heart through transformations.

She’s a global keynote speaker, an author and through her company, Chief Customer, acts as a guide to organizations as they drive their customer experience and employee experience strategies.

Steve Decker Founder of S Decker Consulting

Steve is an inspiring and engaging leadership consultant with expertise in optimizing multi-site contact center operations, talent development, leading large teams, navigating in complex matrix organizations, and strategic planning and execution. Over a thirty-year career he directly held roles in all the major functions within service operations, supporting multiple industries including healthcare and financial services. He now works as a leadership coach supporting organizations and individuals to develop current and future executive leaders. He has the innate ability to connect deeply with people at all levels of an organization and is known for working collaboratively, with integrity, and leading from the heart to achieve results. Specialties include coaching operations leaders for successful transitions into new/higher level roles, effective communication for influence, leading in large matrix environments, career management and personal growth, and emotional intelligence

[email protected]

Sean Callahan Product Marketing Manager

As a Product Marketing Manager for Pega Customer Service, Sean Callahan helps industry-leading enterprises deliver better customer resolutions through AI-powered service and workflow automation.

Chris Contreras SVP, Customer Success & Revenue Operations

Chris leads Customer Success efforts at MNTN. Chris is also an advocate for DE&I and thrives on facilitating a work environment that is inclusive and diverse in skillset, experiences, and perspectives. Chris comes to MNTN with over 13 years of AdTech and MarTech experience spanning Sales Ops, Rev Ops, Strategy, and CS Leadership roles. He has recently successfully led the transformation of high-performing CS teams at AdRoll, Shutterstock, and Operative.

Stuart Chandler SVP Global DPA Pega at Coforge

Stuart Chandler is SVP Global Pega Coforge bringing 28+years of leadership in digital process automation on Pega platforms. He specializes in business transformation thru process platforming, architecture design and business/IT strategy along with building consulting practices in DPA platforms. He has worked with leading organizations globally to accelerate business outcomes at client touchpoints and improve operational efficiency.

Prior to Coforge, Stuart was SVP of the DPA practice at Virtusa leading significant growth over 11 years and driving high value digital transformations for financial services, healthcare, insurance, and logistics companies. He has led smaller boutiques in growing pega practices to acquisition.

Stuart holds a BS degree from University of New Hampshire, MBA and MS-MIS from Boston University.

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