Future of Service

We discuss Brett's new book  - The Hidden Profit CenterBrett Frazer is a Customer & Employee Experience Executive, with 18+ years in customer experience success, leading teams and organizations delivering world-class operations. I excel at driving customer and employee loyalty that improves organizational bottom line. Renowned for delivering operations excellence, leveraging best-in-class customer support cultures and infrastructures.He is proficient at directing employee success across complex organizations from start-ups to multinationals to create measuring points to identify opportunities for improved employee engagement, connectedness, and career advancement. Sunbasket needed to reduce customer churn due to poor quality. As VP, Customer Service, Brett led Total Quality Initiative across Operations, Logistics, Food Product, Digital Product, and Marketing teams. He analyzed VOC measurements, correlated quantitative purchase, skip, and churn data then streamlined the quality scorecard and broke down silos of independent qualitative VOC measurement. Succeeded in reducing quality issues while improving NPS and growing TrustPilot rating from 2.8 to 4.7.Sunbasket needed to increase the likelihood of new customers moving from trial to habituation. As VP Customer Service, he assessed reasons for customer trial period concerns. He designed and executed programs with Marketing to improve customer onboarding, evaluated timing/content of messaging then completed A/B tests of proactive onboarding outreach and introduced in-product messaging prompts to the customer journey. Succeeded in increasing habituation with further rate increase predicted.Brett is an expert at utilizing quantitative and qualitative data to design, implement, and improve customer experiences across the entire customer journey to drive customer loyalty and retention.I am passionate about ingraining customer and financial outcomes-focused approaches across Contact Centers, Marketing, Operations, and Development teams.

In this episode of The Future of Service podcast, hosted by Jonathan Shroyer, listeners are in for a treat as Jonathan sits down with the brilliant business consultant and strategist, Andrea Swanner. Andrea, the founder of MBA, shares her wealth of knowledge and experience, offering invaluable insights into building a strong foundation for new businesses.Tune in to this episode to discover how you can transform your new business from surviving to thriving. Andrea Swanner's expertise provides a roadmap for entrepreneurs, guiding them towards building flourishing ventures and achieving their dreams.

Peter Voss, the CEO of aigo.ai, is renowned as an innovator, serial entrepreneur, engineer, and scientist. His life's mission revolves around bringing human-level AI to the world, aiming to optimize human flourishing. This ambitious goal, often referred to as the Holy Grail of AI, holds the promise of significantly reducing costs for various products and services. It also involves providing support from PhD-level AI researchers to address pressing issues such as disease, energy, and pollution. Moreover, Peter envisions empowering individuals through expert personal assistants, enhancing productivity, problem-solving abilities, and overall well-being. His dedication to this mission spans over two decades, and he is currently leading a major initiative to leverage aigo.ai's deep expertise and standard-setting commercial technology. This initiative aims to rapidly bridge the gap to achieve comprehensive human-level capabilities.Peter finds immense excitement in this endeavor, recognizing its potential for profound positive impact on humanity. He invites others to join aigo.ai in scripting the next chapter in the story of human progress. The organization actively seeks staff, advisors, collaborators, and investors to accelerate their progress.aigo.ai's technology stands apart due to its unique approach. Unlike prevalent 'Big Data' statistical or generative AI methods, aigo.ai's approach implements an Integrated Cognitive Architecture rooted in a profound understanding of human intelligence requirements. This approach distinguishes itself by overcoming the inherent limitations of Big Data methods.Peter Voss's journey in the realm of technology commenced in electronics engineering. He founded his first company and later developed a comprehensive ERP package, leading the company from its inception to a 400-person IPO within seven years. In 2002, Peter, along with two others, coined the term AGI (Artificial General Intelligence) and published a book on the subject. Since then, he has steadily focused on developing, commercializing, and enhancing the core technology essential for achieving human-level AI.

Sunita Kumar, the founder of business alchemist, is a seasoned marketing veteran who identifies herself as the CEO (Chief Energy Officer). Her unwavering passion lies in catalyzing meaningful change through systemic progress rather than superficial fixes, seeking transformational experiences for all those involved.Drawing upon her executive background rooted in classic business expertise, Sunita complements her skills with extensive entrepreneurial know-how, making her a well-rounded leader. She possesses the remarkable ability to quickly adapt, engage in conversations with anyone, navigate through uncertainties, and effortlessly grasp new technologies.Over the course of her professional journey spanning more than two decades, Sunita has been a trailblazer in innovation and pioneering "firsts" across diverse industries such as consumer products, software, healthcare, and digital content. Her experiences range from leading teams in globally renowned brands to successfully founding and operating multiple profitable B2B and B2C businesses, all with a consistent focus on embracing evolution.Sunita's exceptional talent lies in connecting the dots and discerning complex patterns within diverse systems. Her keen eye allows her to spot trends in the market ahead of others and translate data into actionable insights that drive growth.Having established herself as a trusted partner, Sunita has worked closely with an impressive roster of major clients and brands, including St. Jude Medical Device, Abbott Healthcare, Amazon, Intuit, SolarCity, Visa, Cisco, Aveva, Rockwell Avionics, American Express, Freshly, L'Oreal, Vivendi, Vodafone, AOL, JPMorgan Chase, and numerous Fortune 100 companies under non-disclosure agreements.Sunita's commitment to her work is evident in her dedication to her profession, and she holds degrees in Operations Engineering from Cornell and Marketing/Corporate Strategy from the MBA program at the University of Michigan Ross School of Business. Additionally, she possesses a second MSc in Nutrition and Functional Medicine, showcasing her diverse and multi-faceted approach to both business and personal development.

Host Jonathan Shroyer talks with Karl Swanepoel, the CEO of Revolancer, a rapidly expanding freelance marketplace with over 20,000 users. Karl, a tech entrepreneur based in the UK, shares his journey and vision for the platform.Revolancer has garnered support from prominent investors, including London-based VC SFC Capital and notable angels such as Bob Skinstad, the former captain of South Africa's national rugby team. Additionally, their esteemed advisory board boasts the co-founder of Just Eat, a leading global online food delivery marketplace.Through Revolancer, Karl aims to revolutionize the way freelancers, businesses, and independent professionals operate by eliminating the burden of exorbitant 20% commission fees. Join Karl and explore the future of work on this insightful episode.To connect with Karl Swanepoel, visit his LinkedIn profile or email him at [email protected].

Sarah Worthy is the CEO and Founder of Doorspaceink, a leading SaaS company revolutionizing the way healthcare organizations retain and develop clinical talent. With a wealth of experience working within early-growth stage B2B tech startups, Sarah is passionate about assisting businesses in overcoming their most pressing data challenges.Recognizing the need for a solution to address clinical turnover in healthcare organizations, Sarah conceived DoorSpace® as a transformative technology. Instead of focusing on why people leave, DoorSpace® takes a different approach by asking what makes people stay. The innovative platform created by Sarah and her team is tailored to facilitate the creation of a workplace environment that fosters loyalty and retention.By utilizing DoorSpace®, healthcare organizations gain the ability to:*Foster meaningful relationships and connections with their employees*Streamline clinician workflows by eliminating wasteful administrative tasks and reducing friction*Provide effective support for career development opportunitiesFurthermore, Sarah's groundbreaking solution significantly reduces the time spent on manual data entry and paper-based processes for both clinicians and administrative teams. With DoorSpace®, healthcare organizations can maximize efficiency while nurturing a thriving workforce.

Howard Tiersky, CEO of The Digital Transformation Agency, has had the amazing opportunity to help leaders at dozens of the world's largest brands navigate digital transformation. With over 20 years of experience in this field, Tiersky has developed methods to get organizational alignment around transformation and implement it successfully, which is detailed in his book, WINNING DIGITAL CUSTOMERS. After leaving a senior role at Capgemini 12 years ago, Tiersky started his own firm with 1 client and 0 employees, which has since grown to over 75 people. Tiersky has won many awards and has driven massive and measurable value through transforming customer experiences. He has been named by IDG and Enterprise Management 360 as one of the “Top 10 Digital Transformation Influencers”, and has served as an adjunct professor at NYU. If an enterprise is looking to transform and win digital customers, Tiersky and his team are available to help.

This episode features Joanna C. Mendez, M.A., a Career Student Affairs professional with more than 15 years of experience in international education, student services, recruitment, advising and retention initiatives with functional work ranging across development of supporting service for diverse and underrepresented students. Excellent communication and interest-based problem solving with an emphasis in workflow initiatives and coordination of strategic planning. Cultural self-awareness and ability to negotiate across cultural and background differences. Full fluency in English and Spanish.

This week's guest is no other than Dr. Gail Gazelle MD, Assistant Professor of Medicine at Harvard Medical School and Master Certified Coach for physicians.Dr. Gazelle is faculty at Harvard Medical School, a 25-year practicing physician, and one of the preeminent physician coaches in America. She utilizes evidence-based neuroscience, mindfulness, and physician leadership techniques to not only help combat burnout, but to help physicians develop leadership skills, broaden emotional intelligence, increase their healthcare resilience capacity, and reach maximum potential despite ever-increasing demands. A longstanding mindfulness practitioner and certified mindfulness teacher, she helps clients become more present and able to meet the many demands they face. Dr. Gazelle helps physicians improve efficiency, manage conflict, and heighten team effectiveness, not only enhancing performance but maximizing fulfillment. Virtually and in person, she has coached over 500 physicians and physician leaders.Dr. Gazelle’s physician coaching is results-oriented, tailored to the individual, and effective. Given her belief in the power of humor, her coaching is also enjoyable. Dr. Gazelle is passionate about helping fellow physicians enhance performance and achieve balance. She is highly invested in the outcomes her clients achieve and becomes a strong champion for success.A founding member of the Harvard Institute of Coaching, a Master Certified Coach, and featured in The Physician Leadership Journal and American College of Physicians leadership webinars, Dr. Gazelle has been a pioneer in bringing the benefits of physician coaching to the medical profession.A dynamic and sought-after physician burnout, leadership and resilience healthcare speaker, Dr. Gazelle gives in-person and virtual keynotes, workshops, and retreats across the globe, providing the resilience in healthcare and leadership tools needed for the marathon of a medical career.

Jonathan Shroyer talks with Jennifer Fisher, Chief Sales Officer - Higher Education at Worldstrides. Jennifer is an accomplished, results-driven senior sales executive with demonstrated career success growing revenue and new business. Almost 30 years recruiting, hiring, and training high-performing teams; building strategic partnerships to grow revenue and market share; defining and executing strategic vision; proactive decision-maker with the ability to communicate the vision and achieve business objectivesKEY ATTRIBUTES AND CORE COMPETENCIESExecutive Leadership & ManagementBusiness Development and GrowthPerformance, Process, and Change ManagementStrategic Planning/VisionCritical Thinking SkillsDrive For ResultsEthical Decision MakingCross-Functional Team BuildingTraining & Development