Dialing into Innovation: Contact Center Transformation with Rob Dwyer

This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age.About the Guesta few words from Irina: My entire career has been in WFM. I have performed all the operational roles in the WFM cycle—from forecaster, planner, intraday specialist, to Manager. I have also worked as an external consultant and on the vendor side.As a result, I’ve delivered WFM solutions, optimised planning processes, and set up WFM teams, structures, and methods from scratch in over 50+ small, medium, and large organisations across the Globe, from China to the US, Canada, Australia, India, South Korea, and in the whole of Europe.I currently have my own company, RightWFM, a consulting company that delivers WFM solutions, from setting up teams and structures to optimising current processes and selecting, implementing, and optimising software.I am also the host of WFM Unfiltered.Relevant Linkshttps://www.linkedin.com/in/irina-mateeva-wfm-consultanthttps://www.youtube.com/@WFMUnfilteredhttps://rightwfm.comThe Top 3 Key LearningsWorkforce Management Is CX’s Front Door: Great customer experience starts with having the right people available. WFM is not just a scheduling function—it’s how businesses show up for their customers.AI Should Enable, Not Replace: Automation is powerful for removing waste, but the real value comes from insights and human-led analysis. You can get your processes right before you jump into tech.Hybrid Work Needs Human Touch: Remote work stays here, but complete remote setups can limit connection and teamwork. Balance flexibility with in-person interaction to build strong teams.Chapters00:00 Introduction and Guest Welcome00:55 Irina's Background and Podcast02:37 Core Values in Professional Life03:44 Impact of Workforce Management on Customer Satisfaction05:54 Integrating AI in Workforce Management10:03 Challenges of Hybrid and Remote Work13:18 Handling Customer Expectations and Seasonal Peaks18:23 Top Priorities for Contact Center Leaders20:41 Future of Workforce Management and Final ThoughtsKeywordscustomer experience, workforce management, WFM, Irina Hollatz, Gregorio Uglioni, contact centers, AI in customer service, automation, hybrid work, remote teams, process improvement, digital transformation, employee experience, empathy in leadership, Black Friday operations, scheduling optimization, call center leadership, workforce strategy, customer service technology, WFM consulting,🎧 Enjoyed this episode?Please follow and subscribe to the podcast to stay updated on impactful conversations like this one!🍏 Apple Podcast: https://apple.co/3qYr4nh🎧 Spotify: https://bit.ly/3GhCGXeCXGKWe’d love your feedback! Let us know your thoughts and what you’d like to hear next. Thank you for being part of the CX Goalkeeper community!

In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering.About the Guest: Lou CarboneLou Carbone has been at the forefront of customer experience for decades, helping organizations shift their focus from transactions to transformative experiences. With a career spanning several years, Carbone’s methodologies have influenced countless businesses to reevaluate how they interact with their customers, making him a sought-after speaker and consultant in CX.For more on Lou Carbone’s work, follow him on LinkedIn or visit the Experience Engineering website.Three Key LearningsSimplification is Key: Simplifying customer and employee interactions can significantly enhance the overall experience.The Power of Emotional Engagement: Establishing an emotional connection with customers is crucial for building long-lasting relationships.Redefining Success Metrics: Moving beyond conventional metrics to include emotional and experiential measurements provides a more holistic view of customer satisfaction.Listen to the EpisodeDive deeper into these insights by listening to Episode 167 of the CX Goalkeeper Podcast with Lou Carbone. Tune in to discover how to transform your organization’s customer experience from ordinary to extraordinary.

In Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one.About the GuestSarah Caminiti is a dynamic leader in customer experience, career coaching, and strategic alignment. She hosts Epochal Growth, a podcast that explores transformative leadership, empowerment, and the realities of the business world, celebrating the journeys of industry leaders and innovators.Active in the ElevateCX community, frequent panelist on industry webinars and a sought-after speaker, Sarah is also the creator of the RVA Framework, a tool that helps to align professional goals with core values for personal and career fulfillment. Through her work, Sarah inspires others to embrace alignment and growth, challenging assumptions and championing authenticity in leadership.Epochal Growth just completed it's first season and she is planning Season 2 for 2025 while also enjoying a little extra time with her family in Providence, RI.Relevant Linkshttps://www.linkedin.com/in/sarah-caminiti-5827b784/https://www.epochaloperations.com/https://epochalgrowth.buzzsprout.com/The Top 3 Key LearningsFoundational Leadership Matters Great CX starts with strong foundations—clear vision, trust, and empowerment are non-negotiables for team success.Ask Better Questions Intentional and empathetic questioning uncovers real needs, prevents assumptions, and fosters employee and customer growth.Retention Is the Future Customer retention, rooted in authentic relationships and consistent value, will be the key driver of sustainable business growth.Chapters00:00 Introduction and Guest Welcome00:56 Sarah's Background and Career01:53 Core Values in Leadership03:51 Foundational Leadership in CX06:08 Practical Leadership Examples11:14 Effective Questioning Techniques16:24 Value Creation in Leadership22:31 Advice for New CX Leaders24:57 Future of CX and Final ThoughtsWe’d love to hear your thoughts! What did you learn from this episode? Please leave us your feedback, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast:Apple Podcast Spotify Thank you for being part of our CX community!

Released date: April 2025 Episode Number: 233 Name of the guest: Vance MorrisWhy You Can't-Miss This EpisodeIn this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into extraordinary performances.About the GuestVance helps business owners get, serve, and keep clients for life through creating experiences and response-required marketing. He is a former birth control factory security guard turned Disney leader, bankruptcy out-of-work executive turned carpet cleaner, and successful entrepreneur.Author of: Systematic Magic, 7 Magic Keys To Disnify Your Business, Tales From The Customer Service Crypt. Award: Longest reigning Marketer of the Year; 2015-2019Relevant Linkshttps://www.facebook.com/vance.morris.9/https://www.linkedin.com/in/vancemorris/https://www.vancemorris.comhttps://www.deliverservicenow.comThe Top 3 Key LearningsCustomer Experience Begins with Culture: Your business mission must be more than just a statement—it should guide every employee's actions, like at Disney.Every Interaction Is a Performance: Treat every customer touchpoint as a stage performance—consistency, enthusiasm, and personality matter.Emotion Drives Loyalty: Emotional connections create loyal customers who forgive mistakes and promote your business passionately.Chapters00:00 Introduction and Guest Welcome00:39 Meet Vance Morris: From Disney to Business Owner05:10 The Magic of Disney: Lessons for Businesses09:15 Creating Memorable Customer Experiences14:24 Transforming Business with Personal Touches23:19 The Importance of Employee Experience26:33 Final Thoughts and Key TakeawaysKeywordsDisney customer experience, Vance Morris, Disney magic in business, customer service excellence, emotional connection in business, CX strategies, business transformation, Gregorio Uglioni podcast, employee experience, customer journey, customer loyalty tips, Disney cast member lessons, deliver service now, business culture tips, performance mindset in business.If you enjoyed this episode, please let us know! We'd love to hear your thoughts—leave a comment, share it with your network, and tell us what inspired you the most.And don’t forget to follow and subscribe to the CX Goalkeeper Podcast never to miss a magical conversation: Podcast Page: https://www.cxgoalkeeper.com/Podcast Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

In this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition.About the GuestLuke is one of the top global influencers and thought leaders on cx, employee engagement and the future of work. What made him this influencer? His rebellious, unconventional approaches, high energy, and creativity. Often referred to as the CX Larrikin he is an inspiring and refreshing keynote speaker, podcaster and blogger who's been featured in numerous publications including The Wall Street Journal and The Australian. He studied design thinking at D.school, Stanford University, is a certified LEGO® Serious Play® facilitator and the co-host of the wildly popular gameshow-like series Twenty20ish.Relevant Linkshttps://www.linkedin.com/in/luke-jamieson/https://www.youtube.com/@GdayLukeJamiesonThe Top 3 Key LearningsAuthenticity drives connection. Being unapologetically yourself builds stronger relationships with teams and customers.Friction impacts both CX and EX. Removing it boosts satisfaction across the board, whether for a customer at 11 PM or an employee with a mic issue.Appreciation is the future of engagement. It’s not about prizes—it’s about seeing and valuing every contribution in the workplace.Chapters00:00 Introduction and Guest Welcome00:57 Luke Jameson's Background and Passion01:56 The 2020ish Project04:02 Values Driving Professional Life06:12 Future of Work and Flexibility10:24 CX Observability and Frictionless Experiences17:36 Senses of Engagement and Recognition24:35 Future Predictions and Closing RemarksKeywordscustomer experience, employee engagement, CX observability, future of work, flexible workplace, hybrid work, appreciation in the workplace, human-centered organizations, Luke Jamieson, Gregorio Uglioni, CX podcast, sense of engagement, reducing friction, workplace culture, reward and recognition, authenticity in leadershipWe’d love to hear from you! What was your biggest learning from this episode? Leave a comment, connect with us, or share the episode with your team!Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

Discover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success.About the GuestAravind is a Cloud Technology Leader specializing in big data and cloud technologies, where he focuses on driving strategic modernization of data ecosystems to support diverse analytics use cases. With a proven track record of delivering scalable and cost-effective solutions, Aravind Nuthalapati excels at aligning business objectives with innovative technology strategies. He has extensive experience leading large-scale big-data cluster management and cloud migration initiatives, driving significant architectural enhancements that optimize ROI and reduce operational expenses. Recognized for his ability to adopt and implement emerging technologies quickly, Aravind is a trusted advisor across functions. He is known for his cutting-edge AI, cloud, and data solutions expertise.Relevant Linkshttps://www.linkedin.com/in/findaravindThe Top 3 Key LearningsA strategic approach to modernizing data ecosystems involves aligning clearly with business objectives.Overcoming cloud migration challenges requires phased strategies, skill training, and the right tools.AI-driven analytics and automation will accelerate innovation, enhance predictive capabilities, and boost real-time decision-making.Chapters00:00 Introduction to CX Goalkeeper Podcast00:28 Meet Aravind, a Technology Enthusiast00:44 AI Power Data Revolution: What Leaders Need to Know02:20 Modernizing Data Ecosystems for Advanced Analytics05:37 Challenges and Solutions in Cloud Migration08:31 Best Practices for Delivering Cloud Solutions12:02 Future of AI and Cloud Integration15:38 AI Transforming Data Analytics: Next 3-5 Years18:38 AI and Cloud: Vision for the Next 10 Years20:08 Final Thoughts and Contact Information20:35 Golden Nugget and ConclusionRate and review the CX Goalkeeper Podcast. It means the world to us! Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.About the GuestPeter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered in Montreal, Québec, Canada, Peter’s clients come from every corner of the globe, so odds are he knows your city well.Peter’s passion for CX and BPO shines through in the connections he makes worldwide, and his ability to bring great people together is second-to-none.Contact Peter today and learn how he can help your business thrive in the dynamic world of customer experience outsourcing.Relevant Linkshttps://ryanadvisory.com/about/ https://ryanadvisory.com/top-cx-predictions-for-2025/ Podcast: CX Files: https://cxfiles.libsyn.com/The Top 3 Key LearningsAgent AI will redefine CX operations by supporting both agents and customers, increasing efficiency, and improving employee satisfaction.Mergers and acquisitions will shape the mid-market BPO space, as companies strive for scale, agility, and competitive advantage.Real-time voice translation will unlock new offshore opportunities, enabling businesses to provide multilingual services from non-native speaking regions.Top 3 Quotes"Agent AI is going to be the key AI driver in the CX space going into 2025.""In CX, anyone standing still is moving backwards—you must stay informed and adaptable.""Real-time automated voice translation could be one of the biggest game changers in our industry."Chapters00:00 Welcome and Introduction 01:38 Guest Introduction: Peter Ryan 02:50 Values Driving Professional Career 04:23 Top CX Predictions for 2025 04:30 Agent AI Transformations 07:56 Consolidation of Mid-Market BPO Players 10:04 Real-Time Automated Voice Translation 14:25 Economic Impact on CX Budgets 16:29 Future of Customer Analytics 18:39 Fast Forward: CX in 10 Years 20:55 Final Thoughts and Golden NuggetKeywordscustomer experience, CX predictions 2025, Peter Ryan, Gregorio Uglioni, Agent AI, mid-market BPO, voice translation AI, CX trends, CX Goalkeeper Podcast, customer analytics, CX transformation, AI in contact centers, BPO consolidation, CX strategy, customer service innovation, offshore CX delivery, real-time voice AI,👉 Please don’t forget to follow and subscribe to the podcast to stay up to date on CX trends:Podcast PageApple PodcastSpotify

In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today.What You'll Learn:Insights into Karl Sharicz's transformative CX careerThe essence of servant leadership in driving changeStrategies for effective change management in CXHow to navigate B2C environments with customer-centric strategiesKarl's contact details:https://horizoncx.com/https://www.linkedin.com/in/karlsharicz/Follow, rate and review the podcast:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Customer Experience, Leadership, CX Strategy, Change Management, Servant Leadership, Business-to-Consumer, Karl Sharicz

Fantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service.In This Episode, You Will Learn:How artificial intelligence is transforming customer service.The importance of a data-driven culture in modern businesses.Strategies for integrating AI with human intelligence to enhance customer experience.Jim Iyoob’s unique perspective on the future of customer interactions.Connect with Jim Iyoob:LinkedIn: Jim IyoobYour Host:Gregorio Uglioni, host of the CX Goalkeeper PodcastFollow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/CX Goalkeeper Podcast (audio)Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKDon't forget to subscribe to the CX Goalkeeper Podcast on your favorite platform. Share this episode with your colleagues who are passionate about customer experience and AI. Leave a review and let us know what you think!

In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other digital giants influence insurance CX, this episode is a must-listen!About the GuestRajesh is an insurance and e-commerce executive and technology leader passionate about harnessing technology to solve business problems. With 25+ years of experience helping large Insurance, Manufacturing, Communications, and Technology enterprises grow and expand. He is a technologist who came up through development, business analysis, and program management, allowing me to manage implementing/supporting enterprise scale delivery to grow businesses and solve complex problems. He works with organizations on CRM rollout, data insights, and Agile delivery. In his current gig, he builds a platform for D2C sales. The customer is king, and he is obsessed with ensuring our customers get the best experience with every interaction—2nd runner-up in CXPA awards.Relevant Linkshttps://www.linkedin.com/in/rajeshsank/The Top 3 Key LearningsDigital Expectations Are Set by Other Industries – Customers don’t compare insurers to other insurers. They compare them to Netflix, Amazon, and Apple, expecting the same level of speed, simplicity, and convenience.Emotional Value Drives Customer Loyalty – Customers stay with insurers not just for price, but for the experience. Insurers must focus on human-to-human interactions, even in digital channels.AI and Automation Are Essential, but Human Touch Matters – AI can improve efficiency, but customers still want a human connection when facing complex or emotional decisions. Insurers must blend automation with personalized support.Chapters00:00 Introduction and Guest Welcome 00:22 Rajesh Sankaran's Background 01:07 Core Values in Professional Life 01:47 Digital Transformation in Insurance 04:54 Challenges in Delivering Customer Experience 13:00 Balancing Technology and Human Touch 20:01 Future of AI in Insurance 22:19 Looking Ahead: The Future of Insurance 23:43 Conclusion and Final ThoughtsKeywordsdigital insurance, customer experience in insurance, CX transformation, AI in insurance, insurance digitalization, omnichannel insurance, personalized insurance, customer loyalty in insurance, insurance technology, emotional value in CX, future of insurance, AI-driven CX, insurance automation, human touch in insurance,