In this episode, Vic and Tom discuss some of the most common CX mistakes they see and offer some thoughts on how to fix them. Also, Vic channels a previous poor CX with AT&T and has to be bleeped as he relives the experience.

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – info@yourcallis.com

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

In this podcast, we discuss the upcoming Enterprise Connect Conference, why conferences still matter, what we are doing at EC, and why we are so excited to take the podcast on the road!

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – info@yourcallis.com

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

In this episode, we sit down with Brad Cleveland, know throughout the world for his insight into all things related to customer experience. Brad is an industry veteran who is one of the leading recognized thought leaders and consultants, as well as a frequent speaker and author of several books.

Today, we discuss the important subject of leadership and why it such a critical element to providing a good customer experience.

We also refer several times to his latest book, "Leading the Customer Experience" which we highly recommend for anyone working in the customer experience space.

https://www.amazon.com/Leading-Customer-Experience-Deliver-Outstanding/dp/1789666872/ref=sr_1_2?crid=1TZX9U1XOQT7C&keywords=brad+cleveland&qid=1673294368&sprefix=brad+clevelan%2Caps%2C135&sr=8-2

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – info@yourcallis.com

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

In this episode, we explore a tale of two chats - one that was excellent, and one that, well, sucked. As more and more interaction go to chat, it is important for companies to not just support chat, but excel at chat. Join us as we deep dive into these two experiences and break down the differences.

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – info@yourcallis.com

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/

On our very first episode, we dive into the sad reality that customer service still stinks. Why is this the case? Why is this still a struggle despite large investments in upgrades and moving to the cloud? Tune in as we begin the journey into why customer experience still sucks and what can be done to turn things around.

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – info@yourcallis.com

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/