Future of Service

We discuss Brett's new book  - The Hidden Profit CenterBrett Frazer is a Customer & Employee Experience Executive, with 18+ years in customer experience success, leading teams and organizations delivering world-class operations. I excel at driving customer and employee loyalty that improves organizational bottom line. Renowned for delivering operations excellence, leveraging best-in-class customer support cultures and infrastructures.He is proficient at directing employee success across complex organizations from start-ups to multinationals to create measuring points to identify opportunities for improved employee engagement, connectedness, and career advancement. Sunbasket needed to reduce customer churn due to poor quality. As VP, Customer Service, Brett led Total Quality Initiative across Operations, Logistics, Food Product, Digital Product, and Marketing teams. He analyzed VOC measurements, correlated quantitative purchase, skip, and churn data then streamlined the quality scorecard and broke down silos of independent qualitative VOC measurement. Succeeded in reducing quality issues while improving NPS and growing TrustPilot rating from 2.8 to 4.7.Sunbasket needed to increase the likelihood of new customers moving from trial to habituation. As VP Customer Service, he assessed reasons for customer trial period concerns. He designed and executed programs with Marketing to improve customer onboarding, evaluated timing/content of messaging then completed A/B tests of proactive onboarding outreach and introduced in-product messaging prompts to the customer journey. Succeeded in increasing habituation with further rate increase predicted.Brett is an expert at utilizing quantitative and qualitative data to design, implement, and improve customer experiences across the entire customer journey to drive customer loyalty and retention.I am passionate about ingraining customer and financial outcomes-focused approaches across Contact Centers, Marketing, Operations, and Development teams.

In this episode of The Future of Service podcast, hosted by Jonathan Shroyer, listeners are in for a treat as Jonathan sits down with the brilliant business consultant and strategist, Andrea Swanner. Andrea, the founder of MBA, shares her wealth of knowledge and experience, offering invaluable insights into building a strong foundation for new businesses.Tune in to this episode to discover how you can transform your new business from surviving to thriving. Andrea Swanner's expertise provides a roadmap for entrepreneurs, guiding them towards building flourishing ventures and achieving their dreams.

Peter Voss, the CEO of aigo.ai, is renowned as an innovator, serial entrepreneur, engineer, and scientist. His life's mission revolves around bringing human-level AI to the world, aiming to optimize human flourishing. This ambitious goal, often referred to as the Holy Grail of AI, holds the promise of significantly reducing costs for various products and services. It also involves providing support from PhD-level AI researchers to address pressing issues such as disease, energy, and pollution. Moreover, Peter envisions empowering individuals through expert personal assistants, enhancing productivity, problem-solving abilities, and overall well-being. His dedication to this mission spans over two decades, and he is currently leading a major initiative to leverage aigo.ai's deep expertise and standard-setting commercial technology. This initiative aims to rapidly bridge the gap to achieve comprehensive human-level capabilities.Peter finds immense excitement in this endeavor, recognizing its potential for profound positive impact on humanity. He invites others to join aigo.ai in scripting the next chapter in the story of human progress. The organization actively seeks staff, advisors, collaborators, and investors to accelerate their progress.aigo.ai's technology stands apart due to its unique approach. Unlike prevalent 'Big Data' statistical or generative AI methods, aigo.ai's approach implements an Integrated Cognitive Architecture rooted in a profound understanding of human intelligence requirements. This approach distinguishes itself by overcoming the inherent limitations of Big Data methods.Peter Voss's journey in the realm of technology commenced in electronics engineering. He founded his first company and later developed a comprehensive ERP package, leading the company from its inception to a 400-person IPO within seven years. In 2002, Peter, along with two others, coined the term AGI (Artificial General Intelligence) and published a book on the subject. Since then, he has steadily focused on developing, commercializing, and enhancing the core technology essential for achieving human-level AI.

Sunita Kumar, the founder of business alchemist, is a seasoned marketing veteran who identifies herself as the CEO (Chief Energy Officer). Her unwavering passion lies in catalyzing meaningful change through systemic progress rather than superficial fixes, seeking transformational experiences for all those involved.Drawing upon her executive background rooted in classic business expertise, Sunita complements her skills with extensive entrepreneurial know-how, making her a well-rounded leader. She possesses the remarkable ability to quickly adapt, engage in conversations with anyone, navigate through uncertainties, and effortlessly grasp new technologies.Over the course of her professional journey spanning more than two decades, Sunita has been a trailblazer in innovation and pioneering "firsts" across diverse industries such as consumer products, software, healthcare, and digital content. Her experiences range from leading teams in globally renowned brands to successfully founding and operating multiple profitable B2B and B2C businesses, all with a consistent focus on embracing evolution.Sunita's exceptional talent lies in connecting the dots and discerning complex patterns within diverse systems. Her keen eye allows her to spot trends in the market ahead of others and translate data into actionable insights that drive growth.Having established herself as a trusted partner, Sunita has worked closely with an impressive roster of major clients and brands, including St. Jude Medical Device, Abbott Healthcare, Amazon, Intuit, SolarCity, Visa, Cisco, Aveva, Rockwell Avionics, American Express, Freshly, L'Oreal, Vivendi, Vodafone, AOL, JPMorgan Chase, and numerous Fortune 100 companies under non-disclosure agreements.Sunita's commitment to her work is evident in her dedication to her profession, and she holds degrees in Operations Engineering from Cornell and Marketing/Corporate Strategy from the MBA program at the University of Michigan Ross School of Business. Additionally, she possesses a second MSc in Nutrition and Functional Medicine, showcasing her diverse and multi-faceted approach to both business and personal development.

Host Jonathan Shroyer talks with Karl Swanepoel, the CEO of Revolancer, a rapidly expanding freelance marketplace with over 20,000 users. Karl, a tech entrepreneur based in the UK, shares his journey and vision for the platform.Revolancer has garnered support from prominent investors, including London-based VC SFC Capital and notable angels such as Bob Skinstad, the former captain of South Africa's national rugby team. Additionally, their esteemed advisory board boasts the co-founder of Just Eat, a leading global online food delivery marketplace.Through Revolancer, Karl aims to revolutionize the way freelancers, businesses, and independent professionals operate by eliminating the burden of exorbitant 20% commission fees. Join Karl and explore the future of work on this insightful episode.To connect with Karl Swanepoel, visit his LinkedIn profile or email him at ceo-office@revolancer.com.

Sarah Worthy is the CEO and Founder of Doorspaceink, a leading SaaS company revolutionizing the way healthcare organizations retain and develop clinical talent. With a wealth of experience working within early-growth stage B2B tech startups, Sarah is passionate about assisting businesses in overcoming their most pressing data challenges.Recognizing the need for a solution to address clinical turnover in healthcare organizations, Sarah conceived DoorSpace® as a transformative technology. Instead of focusing on why people leave, DoorSpace® takes a different approach by asking what makes people stay. The innovative platform created by Sarah and her team is tailored to facilitate the creation of a workplace environment that fosters loyalty and retention.By utilizing DoorSpace®, healthcare organizations gain the ability to:*Foster meaningful relationships and connections with their employees*Streamline clinician workflows by eliminating wasteful administrative tasks and reducing friction*Provide effective support for career development opportunitiesFurthermore, Sarah's groundbreaking solution significantly reduces the time spent on manual data entry and paper-based processes for both clinicians and administrative teams. With DoorSpace®, healthcare organizations can maximize efficiency while nurturing a thriving workforce.

Howard Tiersky, CEO of The Digital Transformation Agency, has had the amazing opportunity to help leaders at dozens of the world's largest brands navigate digital transformation. With over 20 years of experience in this field, Tiersky has developed methods to get organizational alignment around transformation and implement it successfully, which is detailed in his book, WINNING DIGITAL CUSTOMERS. After leaving a senior role at Capgemini 12 years ago, Tiersky started his own firm with 1 client and 0 employees, which has since grown to over 75 people. Tiersky has won many awards and has driven massive and measurable value through transforming customer experiences. He has been named by IDG and Enterprise Management 360 as one of the “Top 10 Digital Transformation Influencers”, and has served as an adjunct professor at NYU. If an enterprise is looking to transform and win digital customers, Tiersky and his team are available to help.

This episode features Joanna C. Mendez, M.A., a Career Student Affairs professional with more than 15 years of experience in international education, student services, recruitment, advising and retention initiatives with functional work ranging across development of supporting service for diverse and underrepresented students. Excellent communication and interest-based problem solving with an emphasis in workflow initiatives and coordination of strategic planning. Cultural self-awareness and ability to negotiate across cultural and background differences. Full fluency in English and Spanish.

This week's guest is no other than Dr. Gail Gazelle MD, Assistant Professor of Medicine at Harvard Medical School and Master Certified Coach for physicians.Dr. Gazelle is faculty at Harvard Medical School, a 25-year practicing physician, and one of the preeminent physician coaches in America. She utilizes evidence-based neuroscience, mindfulness, and physician leadership techniques to not only help combat burnout, but to help physicians develop leadership skills, broaden emotional intelligence, increase their healthcare resilience capacity, and reach maximum potential despite ever-increasing demands. A longstanding mindfulness practitioner and certified mindfulness teacher, she helps clients become more present and able to meet the many demands they face. Dr. Gazelle helps physicians improve efficiency, manage conflict, and heighten team effectiveness, not only enhancing performance but maximizing fulfillment. Virtually and in person, she has coached over 500 physicians and physician leaders.Dr. Gazelle’s physician coaching is results-oriented, tailored to the individual, and effective. Given her belief in the power of humor, her coaching is also enjoyable. Dr. Gazelle is passionate about helping fellow physicians enhance performance and achieve balance. She is highly invested in the outcomes her clients achieve and becomes a strong champion for success.A founding member of the Harvard Institute of Coaching, a Master Certified Coach, and featured in The Physician Leadership Journal and American College of Physicians leadership webinars, Dr. Gazelle has been a pioneer in bringing the benefits of physician coaching to the medical profession.A dynamic and sought-after physician burnout, leadership and resilience healthcare speaker, Dr. Gazelle gives in-person and virtual keynotes, workshops, and retreats across the globe, providing the resilience in healthcare and leadership tools needed for the marathon of a medical career.

Jonathan Shroyer talks with Jennifer Fisher, Chief Sales Officer - Higher Education at Worldstrides. Jennifer is an accomplished, results-driven senior sales executive with demonstrated career success growing revenue and new business. Almost 30 years recruiting, hiring, and training high-performing teams; building strategic partnerships to grow revenue and market share; defining and executing strategic vision; proactive decision-maker with the ability to communicate the vision and achieve business objectivesKEY ATTRIBUTES AND CORE COMPETENCIESExecutive Leadership & ManagementBusiness Development and GrowthPerformance, Process, and Change ManagementStrategic Planning/VisionCritical Thinking SkillsDrive For ResultsEthical Decision MakingCross-Functional Team BuildingTraining & Development

“John is a world class customer success leader!...” Thiago Teodoro - Director of Product Management & Product Strategy, Malwarebytes”...I have a high regard for John’s ability to lead and mentor others. And while I can deeply laud his work ethic, grace in receiving feedback, and love of technology, it is his sense of humor, humility, and partnership that I will miss the most...” Scott Morris - Head of Strategic Advocacy, MobileIron”...John brings a combination of relationship management, technical and business acumen to the table that makes him stand out in any organization. His attention to detail to do right by the company and by his customers is always front and center...” Parnaz Rafatjou - Chief of Staff & Head of Business Operations, MobileIron”...What makes John a critical part to any team is his ability to affect change inothers, both up (other executives), down (his reports), and laterally (other groups)...” Frank Walsh - Vice President of Solution Architecture (Global), MalwarebytesSpecialties: Customer loyalty program, customer success program, branding and client services experience, mentorship, technical support management, and bi-lingual (Mandarin).

Host Jonathan Shroyer talks with Ajaie Albert,Co-Founder of Xclusive Financial Class.Who is Ajaie Albert?#1.  I have a desire to help everyone especially soldiers win at the financial game called “Capitalism” #2. As a Mentor Leader and Educator, I’m dedicated  to always learn and develop to provide you with value (I will learn, implement, educate, and mentor).#3. I’m dedicated to creating family first generational millionaires and ensuring they have what they need to continue their success for generations to come!

Host Jonathan Shroyer talks with Andrew Le, Partner at With My Coffee.Andrew is a creative agency owner with over 10 years of experience in the advertising/marketing space. He has scaled his agency from a team of 10 to over 40+ in the span of 2 years, managing a 30% annual client growth rate and simultaneously increasing profit margins by 300%. He has worked with over 300 clients over the years, ranging from new concepts to multi-unit franchises to billion-dollar corporations. Self-admitted jack of all trades, expert at none but with the determination to learn and do what is needed to succeed for himself and his clients.He believes that relationships are built on a value proposition.

Host Jonathan Shroyer talks with Steve Gutzler,CEO and Founder of Leadership Quest.OUR GUEST:►STEVE GUTZLER is the President of Leadership Quest, a Seattle-based Leadership Development company. ►INTERNATIONAL BEST-SELLING AUTHOR of seven highly-acclaimed books that have topped Amazon and have received rave reviews from readers. ►MASTER LEADERSHIP KEYNOTE SPEAKER– Steve is a dynamic, highly sought after speaker who has delivered over 2,500 presentations, to a who’s who list of clients including Spotify, Seattle Seahawks, Microsoft, Starbucks, Boeing, Cisco, Starwood Corporation, Smart Choice Agents, Neenah, Inc., American Academy of Family Physicians, and US Probations to name a few.►CERTIFIED EMOTIONAL INTELLIGENCE TRAINER– Administered hundreds of trainings and workshops empowering global teams with the brain science of Emotional Intelligence for Extraordinary Leadership and Selling with Emotional Intelligence.►TRUSTED ADVISOR and EXECUTIVE LEADERSHIP COACH– Advancing the successful leader to higher levels of personal influence, impact, and inspiration.

Customer Centricity World Series winner of CX Professional of the Year 2022, Clare Muscutt, is internationally recognised as ‘the thought leader who did the job’ and delivered multi award-winning commercial results, leading Customer Experience for some of the world’s biggest companies in hospitality, retail, and B2B, including Whitbread, Sainsburys, and Compass Group. In 2017 she founded her own CX design agency based in London and travelled the world as a global consultant and keynote speaker with clients in retail, education, non-profit and social housing. During the pandemic she lost everything and turned her hand to digital content creation as the host of the Inspiring Women in CX podcast, before making the leap into her first tech-startup, by founding the world’s first online membership community for Women in Customer Experience in 2020.She’s now the CEO of this rapidly expanding global start-up, uniting women from more than 50 countries to support one another on the path to CX Mastery.Now the world has re-opened, Clare loves to travel and although she doesn't have time for consulting these days, is still open to work as a CX keynote speaker, panelist and event host. 

Host Jonathan Shroyer Talks with Jeff Poffenbarger. Jeff is an experienced video game development professional with strong leadership, analytic, and communication skills.

Linh Ho is a growth marketing and sales executive with strong background in technology. She has a proven track record in hiring and retaining high performing teams, designing GTM strategies, accelerating sales and marketing pipeline. She is an advisor to multiple tech startups, and a board member of non-profit organizations. She is continuing her executive education at MIT, and she graduated from the University of Ottawa. Disciplines: Business and Marketing Strategy | Product and Solution Marketing | Digital Demand | Corporate Marketing & Communications | Customer Programs | MarTech & Revenue Operations | Advanced Analytics

Host Jonathan Shroyer Interviewed Karen L. Clarkson, VP Go To Market Strategy and Partnerships ,Ricoh USA.About Karen L. Clarkson:𝗛𝗮𝘃𝗶𝗻𝗴 𝘀𝗸𝘆𝗿𝗼𝗰𝗸𝗲𝘁𝗲𝗱 𝗮𝗻𝗻𝘂𝗮𝗹 𝗿𝗲𝘃𝗲𝗻𝘂𝗲𝘀 𝗽𝗮𝘀𝘁 $𝟭 𝗕𝗶𝗹𝗹𝗶𝗼𝗻 𝗮𝗻𝗱 𝗲𝘅𝗽𝗮𝗻𝗱𝗶𝗻𝗴 𝗙𝗼𝗿𝘁𝘂𝗻𝗲 𝟱𝟬𝟬 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝘀, I have developed an unsurpassed reputation for delivering growth and exceptional experience to both customers and internal stakeholders. My career has been marked by breaking down silos to strengthen collaboration across Marketing, Sales and Ideation. In fact, the key to my success has been to weave the importance of a strong customer focus into the fabric of every business area within the organization.𝗜 𝗮𝗺 𝗸𝗻𝗼𝘄𝗻 𝗳𝗼𝗿 𝗳𝗶𝗻𝗱𝗶𝗻𝗴 𝗵𝗶𝗱𝗱𝗲𝗻 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀 𝗳𝗼𝗿 𝗴𝗹𝗼��𝗮𝗹 𝗴𝗿𝗼𝘄𝘁𝗵, aligning resources and leading an organization to technology's bleeding edge. I am willing to take on more to propel impactful, lasting results, and I am fearless in tackling difficult issues to stimulate tremendous growth. I am always open to expanding my network and sharing best practices for inventive business development.🔷 𝗣𝗼𝘄𝗲𝗿𝗳𝘂𝗹 𝗚𝗿𝗼𝘄𝘁𝗵 𝗔𝗰𝗰𝗲𝗹𝗲𝗿𝗮𝘁𝗶𝗼𝗻🔷 𝗜𝗻𝘀𝗽𝗶𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝘃𝗲 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽🔷 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗢𝗯𝘀𝗲𝘀𝘀𝗶𝗼𝗻Revenue Growth & Expansion 🔹 Strategy to Action 🔹 Cross-Functional Leadership 🔹 Customer Experience 🔹 Go-To-Market 🔹 Inventive Change Catalyst 🔹 M&A Integration 🔹 Global Acumen Executive Mentor 🔹 Global Leader 🔹 Team Building 🔹 Strategic Vision 🔹 Board Member"𝘔𝘺 𝘮𝘪𝘴𝘴𝘪𝘰𝘯 𝘪𝘴 𝘵𝘰 𝘣𝘳𝘪𝘯𝘨 𝘫𝘰𝘺 𝘢𝘯𝘥 𝘦𝘮𝘱𝘰𝘸𝘦𝘳 𝘵𝘩𝘰𝘴𝘦 𝘸𝘩𝘰 𝘦𝘮𝘱𝘰𝘸𝘦𝘳 𝘰𝘵𝘩𝘦𝘳𝘴."

This episode highlights the CX Leader from Microsoft, Adobe, and Sun Basket, Brett Frazer. A simple statement, really, and a logical one considering your marketing and sales organizations (be they direct, channel or partners) have just promised them the best, be its simplicity, efficiency, productivity, creativity, security, privacy, connectivity, etc.Think of it, out of all the solutions; they chose yours; free or premium, perpetual or subscription, economy or luxury, stand-alone or suite, they chose yours… this time.What is it that is going to influence them to keep choosing your solutions in the future? A lot has to do with their experience the first time they have a question, a problem, or a request, and they reach out to your company for help.This is when they deserve the best, not the fanciest, not the most delightful, but the best of the basics: Access, Understanding, Empathy, Commitment, Timeliness, and Follow through.While they are the face your customers most often interact with at this stage, delivering against these basics with passionate consistency is not just a Customer Service or Support investment, it is an entire company investment. When executed across the entire company, the returns on that investment are measurable across higher retention rates and lower new customer acquisition costs through lower operational expenses.I have spent the past 20 years helping multi-national organizations and start-ups deliver against this customer promise of the best basics. Regardless of role, position, or organization, the focus and passion of my work have been to create experiences that not only keep customers coming back but that lead them to recommend others to join them.

Host Jonathan Shroyer talks with Carol Marshall, COO at ActivEngage. Carol is an innovative leader with expertise in building teams and developing the very best collaborative environments. Extensive experience in the automotive and contact center environment. Strategic vision and analytical skills proven to drive results while creating trust and passionate team members in a culture of accountability.