The Curated Experience

By Amas Tenumah

This is a show for anyone interested in improving customer service, contact center and the Customer Experience.

  1. 1.
    Evolution of Customer experience with Steven Bellghem
    33:30
  2. 2.
    #93 Being a Service Agent can be better we will show you how
    23:12
  3. 3.
    #92 Being a service employee still sucks and how to fix it
    22:16
  4. 4.
    #91 - Looking ahead in 2021
    21:35
  5. 5.
    #90 - 2020 in Review
    21:36
  6. 6.
    #89 The most difficult job in your company is in the contact center
    27:54
  7. 7.
    #87 What Customer Experience actually means in the real world
    55:19
  8. 8.
    #88 How communities can help your customer service
    23:52
  1. 9.
    #86 The chatbot discussion part II
    32:51
  2. 10.
    #85 Let's talk chatbots
    23:16
  3. 11.
    #84 Fulfilling your brand promise
    23:03
  4. 12.
    #83 Operationalizing social media care
    32:54
  5. 13.
    #82 You can't be everywhere your customers are
    21:47
  6. 14.
    #81Why You still need strategic Consulting with Ray Goff
    24:12
  7. 15.
    #80 Power of gifting in the customer experience w/Chelsea Martin
    24:26
  8. 16.
    #79 - Improving the caller Journey with human friendly automation
    22:05
  9. 17.
    # 78 - How simple words can remove customer friction
    16:05
  10. 18.
    #75 - The only five metrics you need in your contact center
    32:07
  11. 19.
    #74 How to get your Contact center projects approved
    30:14
  12. 20.
    #73 Contact Center Management 101
    26:43
  13. 21.
    #72 What we all miss when we look at Customer journey w/ Chad
    19:54
  14. 22.
    #71 How to be the smartest person in the contact center
    34:01
  15. 23.
    #70 Your Contact center needs a Makeover (for free)
    29:47
  16. 24.
    #69 Augmented Reality is here to save Field Service W/Gary York
    27:43
  17. 25.
    #68 - OmniChannel is like a superfood & Why Voice will never die
    27:51
  18. 26.
    #67 What Customer Experience can learn from Minor league Baseball w Zach Thomas
    29:38
  19. 27.
    #66 Customer Experience must make dollars and sense/ Jason Bradshaw
    25:41
  20. 28.
    #65 How to almost get fired and other leadership tips w/ Bob Furniss
    20:37
  21. 29.
    #64 Service will always be about People w/ GQ
    17:50
  22. 30.
    #63 Tips for Managing a WFH contact center in a COvid19 World
    20:00
  23. 31.
    #62 - Leading a customer facing team in a crisis W/Bob Furniss
    27:08
  24. 32.
    #61 - Are Customer satisfaction Survey dead? W/Bob Furniss
    30:01
  25. 33.
    #60 - AI will reduce the need for Managers
    8:13
  26. 34.
    # 59 - The Contact center of the Future
    30:58
  27. 35.
    #58 - Year wrap up and Predictions
    28:19
  28. 36.
    Episode 57 - Live ICMI show from Chicago with Bob Furniss
    56:20
  29. 37.
    #56 - What Leadership looks like w/Darren Ford
    25:59
  30. 38.
    #55: Is Empathy a skill or an Emotion (With Bob Furniss)
    16:56
  31. 39.
    #53 What Leadership looks like with Bob
    40:30
  32. 40.
    #52 - The most Honest Resume w/ Bob Furniss
    33:08
  33. 41.
    Episode 51- The formula for Perfect Customer Service
    36:04
  34. 42.
    Episode 50 - Your CRM implementation will fail
    6:00
  35. 43.
    Episode 49 - The next Generation of Employees
    7:13
  36. 44.
    Episode 48 - Stop Promoting your best employees
    7:49
  37. 45.
    Episode 47 - Contact Center Outsourcing is a jungle
    7:26
  38. 46.
    Episode 46 - You are not Ready for AI - Part 2
    7:35
  39. 47.
    Episode 45 - You are not Ready for AI in service - Part I
    6:43
  40. 48.
    Episode 44 - Remembering Herb Kelleher
    5:30
  41. 49.
    Episode - 43 - The customer Service False Choice
    4:32
  42. 50.
    Episode 42 - How AI can transform the Agent Experience
    6:41

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