Genefa Murphy [Marketing / Contact Center]

Genefa Murphy โ€“ Chief Marketing Officer at Five9

She talks about:
  • The similarities between marketing and the contact center
  • The importance of being predictive instead of prescription in sales, marketing, and customer service
  • The difference between brand loyalty and brand intimacy

Nick Glimsdahl 0:06
Welcome to the Press 1 For Nick podcast. My name is Nick Glimsdahl. My guest this week is Genefa Murphy. She is the Chief Marketing Officer at five, nine. Welcome to the Press 1 For Nick podcast, Genefa.

Genefa Murphy 0:17
Excellent. Thanks for having me.

Nick Glimsdahl 0:19
Yeah, absolutely. The question that I asked every single guest is what is one thing that people might not know about you?

Genefa Murphy 0:26
So one thing that people might not know about me is, you know, if they look closely enough at my profile, they’d find out but I actually have a doctorate in a user acceptance of new technology. So I’m technically Dr. Murphy.

Nick Glimsdahl 0:43
Nice, I would have every single employee at five nine, from now on, I’m telling everybody in the Midwest to call you, Dr. Murphy from now on.

Genefa Murphy 0:53
Yeah, just don’t ask me too, to help with any medical situations.

Nick Glimsdahl 0:58
So for those of the people who are not familiar with five nine, can you give my listeners maybe a quick explanation about what you guys do at five?

Genefa Murphy 1:07
Joe? So essentially, five nine is the leader in the intelligent cloud contact center space. What does that mean? Well, we help customers to reimagine how they engage with their customers, by providing them the technology solutions and best practices to successfully migrate from their current contact center infrastructure to the cloud. And then we provide them all of the capabilities, they’re going to need to essentially do four things to engage with their customers and intercrop interact across their customers channel of choice. So think about being able to call into a contact center to change your phone plan or being able to process a return online via a chat bot. empower the agents and supervisors who work in the contact center using AI and automation to help them become more efficient and more effective. So answer calls quicker, provide better customer service, close the loop with customers and ensure they’ve got a proactive support versus a reactive approach. And finally, help connect the contact centers the business, because contact centers have often been associated with a cost center. But now the contact center is the front door to the business. So helping connect the contact center with the other parts of the business such as sales, marketing, it HR is critical, so that data can be shared processes streamlined and business impact assessed. So ultimately, it’s how do we help customers to engage empower, close the loop and connect the contact center to the business?

Nick Glimsdahl 2:39

I love the fact that you guys say that the contact centers are fun to order the business because the more that is surrounding the contact center, the more that it’s going to ingrained and integrated into the, into the business. So it’s no longer that cost center, but it’s the, it’s the essential, there’s no longer a choice to move in improve your contact center, like it like it potentially could have been in the past.

Genefa Murphy 3:03
It is it’s critical. And the other thing as well is that I think with everything that has happened over the past year, it’s really opened up the boundary, so to speak, for what’s possible and what a contact center is. So today’s contact center can look like, you know, anything, it can look like a traditional contact center where people are sitting in one location in an office, or working together, or some customers have completely gone to remote contact centers where their agents are working from home using flex hours, and other customers have gone to a hybrid approach. And so I think that notion of the contact center, really being that front line in the digital world, and in many different verticals is definitely key.

Nick Glimsdahl 3:49

I love that.

So with somebody who’s the chief marketing officer at five, nine, what are the some of the similarities that you see? Maybe that between the contact center and the marketing?

Genefa Murphy 4:01
Yeah, it’s actually really interesting. And it’s something I’ve been, I’ve been looking at a lot as I’ve ramped up my knowledge of the contact center space. So I come from traditionally a more enterprise IT the sort of IT operations, applications management side of the house, but 100% at the end of the day, both domains, marketing and the contact center are all about how you engage with customers and keep them happy. This means by you know, that manifests itself in many different ways. So it could be different technologies, KPIs or process but the end goal is the same, to create loyalty amongst new and existing customers and ensure that customers are satisfied. So a KPI in the marketing world may be around, you know, account based marketing in the contact center, that can be around the level of personalization that you give to a customer and leveraging integrations like CRM to ensure that when the customer calls in, you know who they are, you know what they’ve been doing. And you can have a personalized discussion with them.

Nick Glimsdahl 5:07
Yeah. You know, as you were talking about, it made me think like, with marketing, you’re trying to educate the consumer. With the contact center, you’re trying to serve the consumer, but it all focuses down to how are you providing a better experience for them in the least amount of effort if it’s through the education or through the service?

Genefa Murphy 5:27
Exactly, yeah. And so yeah, and also, I think, great experiences that you think of like, when I think of my great experiences I’ve had with contact centers and agents, you know, it has been where they’ve also provided me value add additional information, they’ve educated me on what’s possible. So when you call in, for example, to change, you know, your plan, or to maybe ask a question about your plan on a phone line, for example, you know, when the agents can give you additional information, tell you where you can save money, tell you how you can be more efficient and more effective, then that’s a value add. So to your point, in marketing, you’re trying to educate, and I think that’s the way Customer service is going. Now, it’s not just about the tactical immediate response. But how can those agents add more value to the customer that they’re dealing with?

Nick Glimsdahl 6:21
Yeah, yeah. And taking that time and maybe asking that additional question. So one of the KPIs is, is first call resolution? Right? So how are you taking that conversation potentially asking that additional conversation or that additional question to solve the future problems? So they don’t have to call back that first time in reducing effort? So it’s all about driving that customer experience inside the contact center?

Genefa Murphy 6:45

Nick Glimsdahl 6:46
So why is it important to be predictive, instead of prescriptive in both sales, marketing and customer service.

Genefa Murphy 6:54
So I don’t think it’s actually an either or I think you have to be both, you have to be prescriptive and predictive, being prescriptive will help you to scale and ensure you have a solid baseline being predictive on the other hand, and being agile means that you’re truly putting the customer first, and aiming to get ahead of what they might need, but also adapting to what they do need in the moment. So I think it’s very important. You know, a lot of customers these days have higher expectations. They don’t just want someone who’s going to deal with that transaction at that moment in time or that issue. They want someone who’s going to be a trusted adviser, a partner, don’t get me wrong, sometimes you just want someone to fix your immediate problem. But when you’re actually having a productive customer service relationship is all about partnership. And that’s where as well, I think, because everybody has too many things to do. Information overload, there’s a lot of noise, being more prescriptive in sales, marketing, and in customer service is going to help you differentiate because you identify and you can serve the customer with problems that maybe they don’t know they have, or before it actually becomes a problem.

Nick Glimsdahl 8:13
Yeah, I love that.

So when what is the difference from your perspective between brand loyalty and brand intimacy?

Genefa Murphy 8:21
Yeah, so that’s where the sort of the predictive nature and really thinking about, you know, putting yourself in the shoes of the customer really comes in banglore. To to brand loyalty to me is about how much customers prefer or stick with a brand. And in many cases, it relates to buying patterns and behaviors. brand. intimacy, on the other hand, takes the principles of brand loyalty a little step further, by appealing more to the emotions and values that a brand and a consumer can share together. So you can develop loyalty by creating intimacy. This is why personalization is so important, in my opinion, because in customer communications and engagement, people don’t just want to feel like a case number, or, you know, the next person in the line that they’ve been, you know, they’ve been queued up to get people want to have that level of intimacy, they want to learn more. So now they’re looking at brands and saying, well, hang on. Yeah, I prefer this brand. Because I’ve been a customer of theirs. I’ve been loyal to them for many years. But do their values align with who I am as a customer? And do they have the same sort of approach and mentality to how they engage with customers as what I’m expecting?

Nick Glimsdahl 9:36
You typically don’t hear the word intimacy when it comes to your customers. So I love the fact that you’re getting close to them to be intimate. That means you have to be close and to be able to engage and understand and listen in without that you don’t have that I think Shep hyken is the one who says he’s got a book called Cult of the customer and he’s like, it’s not the cult that you typically would understand. But it’s it’s being obsessed with them.

Genefa Murphy 10:03
Yes, and so many, so many companies say that, but then they don’t take the time to listen, they don’t take the time to really understand trends and patterns in what is happening with the customer. And that can be often the case of a lot of short term thinking, you know, you talk about things like average handle time, or, you know, first time to resolution, etc. A lot of the time, some of the KPIs in the contact center are about efficiency and value. But having those paired with some of the KPIs that look at more, you know, of the qualitative details, so to speak, I think can really help be a differentiator.

Nick Glimsdahl 10:47
Do you believe that? And I know I’m being very throwing out a question, it’s going to be very general. But do you believe that it’s because that’s not what they’re being measured on? From the person who is making that decision, maybe it’s the KPI and they’re saying, Hey, we’re focused on revenue, or losing a customer, whatever that might look like. But maybe some of the additional things that we just spoke about, is it because they’re not focused or measured on it, and that they’re potentially bonused on it?

Genefa Murphy 11:16
I think so definitely. I mean, you know, KPIs tend to drive behaviors, right, whether that’s in the contact center, whether that’s in sales, or whether that’s in marketing, and you know, people want to do the right thing, but at the same time, you know, if it comes at the end of the quarter, or the end of the month, that you’re going to be judged on a set of KPIs, you’re going to make sure you hit those KPIs. Because at the end of the day, you know, if someone just looks at your facts and stats, and sees that you’re not hitting the KPIs, they’re going to make an assumption, probably in a lot of cases, that may be you’re not doing the best thing for the customer. So I definitely think that it needs to be reflected in the way in which people are incentivized. And I did this with some of my former LDR teams, lead development teams, you know, we had a lot of KPIs which were focused on volume, but it wasn’t necessarily getting the highest quality leads. So we changed some of those KPIs to be more focused around things like, you know, looking at the total value to the customer, looking at volume, but also being more focused on the quality of leads that were being passed, for example, between marketing and sales.

Nick Glimsdahl 12:33
When it comes to marketing, everybody is doing some form of marketing. And there’s a lot of noise out there. So how can an organization differentiate their marketing experiences?

Genefa Murphy 12:46
Yeah, I mean, it’s really hard. I mean, because I think, you know, everything that happened in 2020, from a marketing perspective, sort of went through these different stages, at the beginning, everyone was sort of just scrambling to figure out what to do. And now as we’ve come into 2021, I think, you know, there’s a lot more thought being put into how to create differentiated experiences. And I think it comes down to thinking about things end to end, if you think of the great experiences that you’ve had, when you’ve engaged with a brand, whether that’s, you know, in a contact center, or whether that’s attending an event, what made them great, normally doesn’t come down to just that the tactics of it. But it comes down to the emotions, a positive feeling, that the experience evoked or the attention to detail that the provider put into creating an experience that was complete and thought through. And I think that’s really the key is, you know, it doesn’t always have to be the fanciest, it doesn’t always have to be the most expensive, but that attention to detail, that feeling that you are being treated as an individual, and someone has taken time to think about the end to end process, I think really matters. So an example of that, you know, could be when you look at things like marketing, or even customer service, you know, how frustrating is it if you’ve just reported an issue, for example, and then the next email you get is some email touting the wonderfulness of a service or how great something is and you’ve just had a poor experience? Well, you need to think about things end to end how all the communications connect together. And that’s what I think can can bring that differentiation, the attention to detail, and putting the thought into, you know, the complete end to end experience, not just appointing time, the pointing time has to evoke a great emotion. But you have to think about how they all come together to create a thought through experience.

Nick Glimsdahl 14:53
Yeah, I made me think of building a house so everybody’s got a foundation. Everybody’s got a plan of what to do. For a blueprint for that matter, but it taking that, that blueprint and putting it into action and thinking through the process, so then it’s the, then it’s the the frame, and it’s electrical, and it’s the drywall. And it’s the plumbing. And you keep going until you find this finished product that you’re showing in and walking into or delivering it to this customer. And then it’s up to where is everything placed? Where’s the furniture, looking? Where’s the TV go? Where’s the fireplace, and it all is part of that experience. So when you look around the house, and it’s flawless, it differentiates you from every other builder out there.

Genefa Murphy 15:36
Yeah, I’m thinking about those, you know, taking that analogy, right? If a builder comes to you, and helps you to think about things that maybe you never thought of yourself, that’s another key thing, right? So I believe that, you know, as marketers, and as you’re thinking about the customer service experience, trying, you know, get ahead of where the customer might go next, what they might be thinking of next, what the next, you know, two three steps might be, because that’s going to help you differentiate as well, providing those best practices,

Nick Glimsdahl 16:08
you’re the one thing that I really enjoy, what the contact center is starting to work through right now is artificial intelligence, or AI, or where you can not necessarily have all AI and also service, which is great at the right time. But maybe it’s a hybrid approach, simply so it’s listening to the conversations kind of going back to somebody and listening to somebody who’s been there for 25 years, so that it’s making recommendations based off of those conversations or interactions with the customer. And I think that will also differentiate your experiences, as well.

Genefa Murphy 16:43
Yeah, definitely, I think the role of AI and automation, actually, I think it’s three things, the three eyes of AI automation, and analytics, because you can leverage, you know, analytics to be able to look at things like trend analysis patterns, learn. And then you can use that to essentially train the AI. And then you use automation to actually put it into reality. So it’s this sort of virtuous circle, I think of those three A’s of AI automation analytics that can come together to create differentiation. But again, it requires customers to sometimes just take a step back and think about, well, how do I want to use this data? How can I use AI in a practical way, and put into place to scale through automation?

Nick Glimsdahl 17:29
Yeah, I actually love what Rowan Trollope says your guys’s CEO, he says human is the heart and machine is the mastery. Yeah, he’s like, don’t always just put the self self service bot on chat, if that’s not what the human wants, provide empathy at the right time, in free up your people for all the mundane tasks.

Genefa Murphy 17:49
Exactly. And that that goes down to that thinking through it. personalization technology is not a panacea, right. It’s not AI fairy dust that you sprinkle over everything. And it’s like, yeah, it’s going to work. You know, it requires that thought. And that attention to detail, again, of where can technology and human work best. And I do think for some time, it will continue to be a hybrid environment, right where you use technology like to say, to automate the tasks, which are maybe repetitive or, you know, can be done and don’t require empathy. But then, you know, think about it, when you’re frustrated, most people will want to do self service, right, do do something themselves, it’s quicker, it’s easier, you can do it on your own time. But then when you really, you know, are frustrated, and you do want to call in, at least for myself, I normally want to speak to a human, I want to speak to a live agent, who I can engage with and who I can have a conversation with. And you know, I think you can again, leverage things like conversational AI, for part of that to direct the call appropriately. But then ultimately, I think, you know, getting through to a live agent, in a lot of cases is people still preferred option.

Nick Glimsdahl 19:05
Yeah, and the only thing I would want to add on top of that is as a consumer, if I’m chatting with a bot, per se, and I want to say I’m saying representative, because I can no longer get satisfied with that process. And then they say, Hey, no problem. And they say, Would you like to call? And I’m like, yeah, sure, I’ll call and I answered the phone, or I call it call them in, and they say, Hey, thanks for calling XYZ company. What are you calling for? And I’m like, I just talked to your bot for the last 10 minutes. He didn’t solve my problem, like send that context with the conversation. So I don’t have to repeat myself like that is the biggest pet peeve of mine as a consumer.

Genefa Murphy 19:41
No, exactly. And that again, goes back to thinking about things end to end thinking about, you know, the attention to detail. That’s that’s key and a lot of a lot of customers that I’ve spoken to over the past couple of months, that notion of context and persistency is really You know, you have this in the early days of mobile applications, making sure that you know, if you go from the laptop to the mobile to, you know, a tablet, it continually takes that context with you and understands at what stage you are in the journey, and a contact center engagement should be no different.

Nick Glimsdahl 20:20
Yeah, so going back to marketing, and people vying for your attention, it’s very tough to differentiate. So is it possible to provide personalization at scale?

Genefa Murphy 20:33
I think it is, I think with the tech stack out there today, it is possible. But as with much of AI and ml, again, it’s not that that fairy dust right, as much as it can help, I still believe that there is a need for humans to bring that logic, forethought and personalization to the table to really make it work. So I think the tech stack that’s out there does help you to do personalization at scale. But it also requires, it requires that additional level of thought and human engagement to think about what does personalization at scale really mean? Because at the end of the day, as you mentioned, as Roland talks about, you know, the machine or the AI and automation is going to help you master, it’s going to help you probably be more efficient and more effective and get volume and velocity. But when you think about the value, add in a lot of cases, AI can help you maybe surface some of those things and analytics can help you surface what you might want to look at. But the interpretation and application of it, I think, in some cases does still require that that human engagement.

Nick Glimsdahl 21:39
Yeah, I completely agree. So when it comes to customer service, do you believe it’s kind of a lost art today?

Genefa Murphy 21:47
Interesting. I don’t think it’s a lost art. But I do think that for many is an empty shell. Right? Very few businesses are going to say that customer service customer experience is not important to them. But are they willing to put their money where their mouth is and ensure that everyone in the organization, every process, every decision is customer focused. So a great example of this was a few weeks ago, I wanted to change one of my utility contracts, I had every intention of staying with the provider. And you know, but their automated customer service was so bad that after a very frustrating call where I was, you know, rated a million times to be told, call back on Monday, because our call center isn’t currently open. It wasn’t until I got to a human that I calm down, and I experienced what I would consider good customer service. But it shouldn’t have been the case, the automated engagement should not have caused me to be frustrated. And if there would have been a bit more thought, for example, in the way that the automated message was presented to your earlier point, aging knowing that I’d already pressed too, I’d press one. And I told that I VA, my issue three times the frustration would have been alleviated. Or if the message would have said, Sorry, we cannot handle your request at this time, please leave your number and we’ll schedule a callback when the contact center is open. It would have been different but instead, you know, hearing me use the words complaint issue thinking of leaving, and then eventually writing me to a message that says, oh, thank you for your call our contact centers not open please call back at 7am was exactly a great experience. So that That to me is like you know, they’ve thought through great use conversational AI use iVh. Use AI and automation to write calls. But then taking it all the way through to the message that the customer receives. That’s the bit where did we really think through all of the different options? It’s not always possible, right? You can’t always predict everything that someone’s going to say. But I think that’s that was just a great example that that drove it home to me that customer service isn’t a lost art, but it can in many cases, be an empty shell. And it does require additional thought, right? Like with anything like with any art form, you have to practice it, you have to be thoughtful about it. So in my experience, it would have been a lot better, you know, with that differentiating message, but in this case, the provider clearly only went halfway to solving the problem. They interplanted automation, good. They had conversational and you know, natural language course doing good. But they didn’t think about the responses and creating empathy, given what the prior responses had been

Nick Glimsdahl 24:40
in. It’s frustrating, but not only is that frustrating, but now you’re telling a whole lot of people on a podcast about it, which is very big. It’s a big deal, right? So it’s not just no longer would you tell your neighbor or you tell your your spouse or whoever else, but you’re now telling Potentially 1000s of people on social media or or other about the frustration time you have, and I know you didn’t mention the name, but there’s plenty of people that do

Genefa Murphy 25:11
know for sure. And and, and, you know, listen I and that’s the thing because I think in the world that we live in now, you know, people want a way to share, share to to be able to share their experiences for good and share their experiences for bad in some cases. But that’s, but that’s how it is. And and I think the more awareness we can create as a community, right, the more you know, the better the customer service and customer experience is going to be. Right. So I think it’s, it’s like with anything, it’s great to have as much transparency and that goes back to listening to your customers, right? You know, did they ever get back to me? You know, and and sort of, you know, look through the data and say, Hi, you know, we had a customer that, you know, replied really poorly on the after call survey, did they come back to me and close the loop? As I talked about in the beginning? No, they didn’t. So my desire to switch was a lot higher

Nick Glimsdahl 26:17
in customer’s expectations, which you said, is now higher than it’s ever been,

Genefa Murphy 26:21
very much, so very much. So people expect, you know, like, in all aspects of their lives, you know, on demand instant, and just, you know, expect often, you know, contact center agents are the heroes, because, you know, people call them up and expect them to have all the answers all the time. And, you know, that’s not always the case, because you can’t always predict for all the permutations of issues that you’re going to have. And that’s where the balance of human agents, and using technology to make those human agents better and more efficient, and more responsive is critical.

Nick Glimsdahl 27:01
Yeah. So the last question on the Contact Center is how do you see the contact center changing, let’s say, in the next two years?

Genefa Murphy 27:09
Sure. So I think two things. And the first one might seem a bit odd, because it might be like, well, that’s been around forever. But I think customers will start to clearly identify the use cases where AI and automation can clearly help them to scale and actually put AI to good practical use, versus it just being a vision, so that AI and automation at scale can actually happen at scale in the contact center. Often with technologies like AI and automation, they’ve been around for a long time. But that ability to actually put them to practical use, I think, you know, sometimes just take some time. So I think that’s the first thing is that, we’ll start to see, you know, people have gone through a bit of a sort of a cycle, a trough of disillusionment, with AI and automation. And hopefully, we can start to see contact centres coming out of that, and actually thinking about the practical way to use it, and actually making it beneficial. And then in line with this, I think that they will, we will see a rise in the hybrid workforce, aka where we do see things like ovios, intelligent virtual agents, and human agents more seamlessly, working alongside one another to help create meaningful customer engagements. We already see this in parts in some industries. But I think it’s going to become more prevalent, especially since humans are one of the highest costs in the contact center. And therefore we want to make sure that we’re using the live agents, the human agents on the most meaningful tasks and engagements that require a level of empathy, that AI and automation haven’t quite achieved yet. I personally think it’s a truly exciting time to be in this space. And now it’s about, you know, looking at the art of the possible and turning those visions into reality. So that you can have the two sides of the house the art of the possible, but also realizing timely results.

Nick Glimsdahl 29:03
Yeah, and I’m also excited and looking forward to how you can integrate with separate platforms, and how you can have the best of breed in a lot of things and creating similar what I said at the beginning is reducing some of the mundane tasks. So the the contact center, even though it is the front door of the organization, it is now going to be maybe at a higher level, because of the importance of it in the coming years.

Genefa Murphy 29:32
I think so very much though, I think that we’ll start to see like, you know, I come from an app’s background. So we talk a lot about a DevOps tool chain, I think we’ll see a customer experience tool chain, how different parts of the customer experience tool chain can integrate, can exchange data and can work to create a seamless experience for the customer. I think that’s going to be critically important.

Nick Glimsdahl 29:54
Well said. So Dr. Murphy. I have two questions for you. Sure. The first question That I asked every guest is what book or person in customer service or customer experience has influenced you the most in the last year. And then the second one is if you can leave a note to all the customer service or customer experience professionals, it’s going to hit everybody’s desk Monday at 8am. What would it say?

Genefa Murphy 30:18
So I think on the first one, I wouldn’t eat it customer experience in customer service. It’s but from a different angle innovation stack by Jim McKelvey, who is one of the cofounders of square, because it talks to this notion of customer obsession, having a vision and just driving the best outcome for the customer. So innovation stack by Jim McKelvey, because it’s a great example of doing what’s right for the customer, and putting them first. And then the second one, the note that I would leave is walk a day in the life of your customer, make sure you walk a day in the life of your customer, and experience, your brand experience through their eyes.

Nick Glimsdahl 31:08

I love that quote. And it feels like that is exactly what we talked about through this entire podcast is, is just listen to your customers, and experience them and listen to them. And then once you listen to them, and you hear what they’re saying, then do something about it.

Genefa Murphy 31:23
Exactly. Listen, learn and then implement, listen, learn implement continuous journey. Exactly, exactly. And keep listening, keep learning. Right, go back to it. Think about, you know that the great things is when you, you know, when you do a startup or when you started a journey or a project or whatever it is, you know, you’re always listening, you’re always learning. And I think sometimes, you know, especially as you scale, that doesn’t always happen. So yeah. Listen, learn, implement, repeat.

Nick Glimsdahl 31:54
Well said, Jennifer, what is the best way for my listeners to communicate with you or contact you or connect with you on social?

Genefa Murphy 32:02
Yes. So you can connect with me either via LinkedIn or just janessa. Murphy or on Twitter at janessa. Murphy is my handle. And yeah, I love to get engaged in some discussions and debates for sure.

Nick Glimsdahl 32:16

Thank you so much for your time. I appreciate it. It’s always been a pleasure to connect with you and I look forward to what you’re going to be up to here as you continue your journey of five nine.

Genefa Murphy 32:26
Wonderful. Thanks for the partnership Nick, and thanks for having me. You bet.


The Press 1 For Nick podcast is both educational and engaging, and each episode offers listeners a dynamic blend of insightful stories, best practices, and invaluable lessons.

Nickโ€™s guests – each with a unique wealth of knowledge – include leaders from a variety of backgrounds and industries. Some of his guests include:

  • Customer service & customer experience leaders
  • A hostage negotiator
  • Award-winning authors
  • Home Depotโ€™s Senior Director of Customer Care
  • Former VP of Disneyโ€™s Magic Kingdom
  • Lyftโ€™s Head of Partner and Customer Engagement
  • Deputy Chief Veteran Experience Officer from the U.S. Department of Veteran Affairs

On every episode Nick asks his guest two questions:

  1. What book or person has influenced you the most in the past year?
  2. If you could leave a note to all the Customer Service and CX professionals, what would it say?

You can find all the podcast guests’ answers under their episodes below.

If all you want is the guests’ book recommendations, you can go here.

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