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Dare to Reimagine: A Podcast for CX Innovators with Genefa MurphyEpisodes
Five9
Dare to Reimagine: A Podcast for CX Innovators with Genefa …
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Without regular maintenance, your contact center’s back-end software can pile up, causing a drop in performance and even larger issues down the line. Even more concerning, if you are planning a move to the Cloud, you want to ensure you don’t ca
Over the past decade, social media became a primary way for consumers to connect with large-scale businesses. It offers public transparency to customers which empowers their voices, and it gives companies an opportunity to build trust among the
In the modern customer service world, it’s more important than ever that brands make it clear that they stand for more than just profits. So how exactly can a company ensure that customers know that it stands for something? I recently sat down
Nearly half of us would rather go to the dentist than call customer support. At heart, it’s a trust issue, and consistency and predictability lies at the core of great CX.Hear our conversation with Shep Hyken, Chief Amazement Officer at Shepard
The first thing you should do when a customer complains — Thank them. They’re pinpointing issues that the team can now fix.But if you want the kind of team that embraces complaints and goes to work with enthusiasm, there must be a focus on the
When dealing with every single customer, you have to understand the individual end-to-end customer journey.That requires a single source of truth — which most companies don’t have.Zeus Kerravala, founder and principal analyst at ZK Research, jo
When dealing with every single customer, you have to understand that individual end-to-end customer journey. That requires a single source of truth — which most companies don’t have. Zeus Kerravala, Founder and Principal Analyst at ZK Researc
The ground is shifting beneath us.Because of the pandemic, massive advances have been made in digital engagement and automation. And those twin pillars have led us back to a hot topic from six years ago — the customer journey.When we talked abo
Do you have the unifying trifecta of method, message, and martech working for you? Or is your customer journey somehow still siloed — with your contact center the least aligned of all?In this episode, I interview Neil Valentine, chief revenue o
Working tools into your retail experiences that allow you to connect with your customer through their mobile device on their preferred digital channels is a tall order. Integrating technology into the customer experience must start with a custo
What would you rather do — go to the dentist or call customer support? Forty-eight percent of us say they'd rather have the root canal.Creating customer amazement by delivering consistent, predictable above-average service is what brings people
We’re proud to launch our rebranded podcast, Dare to Reimagine. As part of our Reimagine CX campaign, our vision is to bring bold new ideas from the innovators who are transforming customer experience and changing the way businesses connect wit
At Five9, we want to make customer service a human experience. And we've identified seven factors that go into human-centered customer service:Know me.Respect me.Meet me. Empower me. ...For the rest, you'll have to listen to this episode of Tha
People everywhere have had to go home during COVID. Although technology is not as widespread in Mexico as in developed countries, more and more customers need the cloud.Finance remains regulated but retail, healthcare, financial services, techn
The latest episode of “That’s Genius!” is a very special one. They’re all special, but for this episode, we got to sit down and talk with our newest hire, Five 9’s new Chief Marketing Officer, Genefa Murphy.Genefa has one of the more unique mar
To a large extent, AI is a buzzword. The trick — and the challenge — is finding the practical implementations of AI for contact centers. If you can show how AI helps customers during COVID, you get extra credit. On a recent episode of That’s Ge
COVID provided the inflection point for the transition from legacy to the cloud. Even before the pandemic, companies were slowly moving toward cloud because it had gotten to a level of resilience, features, functionality, security, and uptime t
In 2020, contact centers underwent their biggest stress test yet. People had to figure out how to continue their operation with their agents working from home, a remote office, or even a hotel. Did their technology support this kind of diffuse
The pandemic changed everything. The pandemic changed nothing. I'm not being philosophical. That's a realistic picture of contact centers in 2020. The pandemic sent agents home, ate up more of their time, and moved their data to the cloud. But
During the pandemic, 75% of people have changed brands. 75%. Just let that number sink in for a minute. Rowan Trollope, our Five9 CEO, shared that state from McKinsey as part of his address at our CX Summit. Given that trend, it's imperative th
Remember racing into the kitchen as a kid to grab the phone off the wall as soon as it rang? Answering the phone was fun because almost always it was someone inside your world, someone who had a legitimate reason for calling you. That's no lon
Contact centers drive a lot of the core strategy for a big, diverse telecommunications company such as AT&T. Because these companies need speed and agility, they're taking a cloud-first approach. The pandemic is only accelerating that strategy.
In Q2, we brought on 75 new hires at Five9. These people say they're excited to be here, and they look forward to participating in our unique Five9 culture. We know we're not perfect, but we're always improving. In May of this year, we did an e
90 days into her job, Five9's new vice president of product marketing, Terry Fortescue, has already planned the virtual CX Summit, gone on a hiring spree, and acquired a new Labrador puppy. Despite coming on board in the middle of a global pand
COVID threw the entire business world for a loop. A lot (okay, more than a lot) of companies went into triage mode. Asking themselves, “How do we sustain our services and how to we make sure that there’s minimal disruption to our business?”
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