Welcome to EmpowerCX NOW, a new customer experience podcast series curated around the theme, Innovation Powered by Emotion. In this episode, Kyle LeMontang, Director of Learning Technologies at Sitel, joins Joey and Dan to discuss how companies are leveraging virtual reality to improve employee training. 

[Innovation NOW]

Virtual reality is the future...of work? In this segment, we explore how companies across all industries are leveraging VR innovation to train employees in the workplace. 

To get a closer look at how this works, Dan put on the VR Goggles - watch what happened here. 

[And NOW let’s hear from the experts] 

What is content curation? How do I do it? And where? Kyle LeMontang, Director of Learning Technologies at Sitel, answers these questions - and more!  

For more information, download the 2020 Learning & Development Trends Infographic.

[NOW you see it, NOW you don’t]

Joey and Dan go behind the scenes of CX outsourcing to see where the magic happens. In this episode, we dive into the inner workings of My Academy, Sitel’s Learning Management System, to explore what it takes to efficiently and effectively train and ensure compliance across an evolving global corporate landscape. 

Welcome to EmpowerCX NOW, a new customer experience podcast series curated around the theme, Innovation Powered by Emotion. In this episode, Joey and Dan focus on the employee experience and discuss how trends like the gig economy are impacting the future of work. Featuring Pete Weaklend, Senior Vice President of Solutions and Innovation at Sitel Group. 

[NOW Trending]

With flexibility and freedom of choice at its core, the gig economy brings endless opportunities for today’s reimagined workforce. But is it sustainable? Joey and Dan discuss its impact on the CX industry, and how it's reshaping the way people look for work, and the way companies look for employees.  

[That was then, this is NOW.]

Pete Weaklend, Senior Vice President of Solutions at Sitel Group, joins Joey and Dan to chat about the benefits of the work at home agent model. 

Discover four powerful ways to build brand loyalty - download our eBook, “Your Guide to CX Success” here. 

[All together NOW]

Introducing Sitel MAX (My Associate Experience), an innovative program designed to enhance the associate experience through digital and social collaboration with its people - from frontline agents to leadership. Because the employee experience is the customer experience. 

Episode 3: Disruption NOW: FinTechs, sharing economies and ridesharing 

February 20, 2020 

Welcome to EmpowerCX NOW!, a new customer experience podcast series curated around the theme, Innovation Powered by Emotion. In this special crossover episode, Joey and Dan discuss FinTech and the state of the sharing economy, featuring a special guest from Zenni Optical. 

[NOW Trending]

A look at trending topics in customer experience. Today, we explore how disruptive companies like Lemonade, Stash, SoFi and Carvana are leveraging the associate experience to drive CX.  

[Innovation NOW]

Jeff Huang, Director of Global Customer Success at Zenni Optical, talks about the company’s history, shares what’s up next for the disruptive eyewearor brand and answers questions like: 

What makes Zenni a disruptor in the industry? 

How did the company take the high-touch experience of buying eyewear online? 

What makes the Zenni CX memorable and unique? 

[What’s happening NOW?] 

Join us for a special EmpowerCX NOW/Experience This! Podcast crossover segment, where Joey and Dan share their personal experience with a unique application they encountered in a Miami parking garage, what this meant to them as CX experts and what they learned from these interactions. 

Up next: We explore the impact of heartfelt customer service, innovation trends in the hospitality and air travel industries - and more! Subscribe to EmpowerCX NOW! in Apple Podcasts, Google Podcasts, Stitcher or wherever you get your podcasts. 

Welcome to EmpowerCX NOW, a new customer experience podcast series curated around the theme, Innovation Powered by Emotion. In this episode, we’re joined by Mike Small, Sitel’s CEO of the Americas to talk about what’s happening NOW in CX. 

[That was then, this is NOW.]

In this digital era, things evolve daily - and fast. Introducing: ‘This was then, this is NOW’, where we look back at the changing face of our industry to see how it affects the customer experience of today. 

Joey and Dan discuss the importance of data and how - combined with AI - it’s changing customer experience. 

Download the Fraud Survey here.  

[All Together NOW!]

Happy employees = happy customers. In this segment, Joey and Dan sit down with Mike Small to share real-world examples that inspire you to focus on your company’s most important asset: your people. This episode features Sitel Group’s CEO - Americas, Mike Small, who discusses SitelFit, bringing together Sitel’s local leadership teams at internal Connect sessions and Sitel MAX: My Associate Experience, the group’s investment in improving the employee experience. 

[NOW what’s your problem?!] 

Improving customer experience is a top priority for today’s organizations - and it starts with identifying the complex challenges facing companies right now. NOW what’s your problem?! brings together CX experts from all industries to explore issues and identify creative solutions to these challenges. 

In this episode, we dive into the importance of having a solid Diversity & Inclusion strategy, and how to navigate a talent shortage while maintaining these initiatives at the forefront. 

Up next: We’re talking about how to see the online purchasing experience from a different lens with Jeff Huang from Zenni Optical. Subscribe to EmpowerCX NOW in Apple Podcasts, Google Podcasts, Stitcher or wherever you get your podcasts. 

  https://www.ted.com/talks/susan_colantuono_the_career_advice_you_probably_didn_t_get

Welcome to EmpowerCX NOW, a new customer experience podcast series curated around the theme, Innovation Powered by Emotion. In our first episode, Joey and Dan are joined by social media industry experts to discuss the importance of online brand communities. 

[NOW Trending]

Customer experience is the hottest topic in business. In this segment, we explore trends, technologies and best practices in the CX industry. 

First up - building an online community around your brand values. 

Did you know? 

90% of users are lurkers who never contribute

9% of users contribute a little 

1% are ‘power users’ who account for almost all of the activity 

Engagement is critical to building successful online communities and connecting with customers online. In this episode, we go over the rules of community engagement and talk about the importance of humanizing your brand.  

[Here and NOW - The voice of brand leaders]

Hear from brands as they share challenges, priorities and areas of focus within their CX strategy. For our kick-off episode, special guest Wanderley Pasqual, Social Media CX Regional Lead at HP, shares insights from the tech company’s online community strategy. 

[And NOW let’s hear from the experts] 

Lisa Boyles, Social Media Manager at giffgaff, discusses how the mobile network ‘run by you’ leverages social media to drive brand awareness, engage with a loyal community of fans and create sponsorship opportunities.