Claim OwnershipMy Curious Colleague ~ CPG CX
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© Denise Venneri
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My intent is to Educate, Celebrate and Elevate the Consumer Relations function in CPG (Consumer Product Goods) companies, especially for Brand Specialist and Analysts roles and responsibilities... !
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In the latest podcast episode (#120), we explore how replacing static web forms with an interactive bot Contact Us form can transform consumer engagement and streamline contact center operations. My colleague, @john Calhoun, Consumer Services Manager, at @McKee Foods Corp is here to help me with this topic.🔗Podcast link of the @my curious Colleague podcast here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157• 🎯 Enhanced User Experience: Find out how an interactive bot form transforms the traditional “contact us” experience into a dynamic, conversational journey.• 📈 Continuous Improvement: Hear about the roadmap for evolving these tools—from enhancing user experience to integrating live chat and AI-driven insights planned for down the road.I should mention, John is also a leader in his industry group, @socap international as the VP of Membership in the Southwest Region.
This week, I continue my deep dive into “knowledge in the contact center”—but this time, we're exploring a crucial aspect: Knowledge Operations. Joining me for the 2nd episode (#119) in this series is my colleague @Greg DeVore, co-founder of @ScreenSteps, who shares his expertise on how we can rethink training and knowledge transfer for contact center agents.🔗Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157Key takeaways:Reframing the Problem – Instead of focusing on teaching and memorization, Greg suggests we should focus on knowledge transfer, giving agents the tools to access what they need, when they need it.📉 Cutting Onboarding Time by 10 Months – By shifting to a "Find and Follow" methodology, one company reduced agent proficiency time dramatically!🤖 AI Needs Better Data – AI is only as good as the knowledge it's fed. The key is structuring and updating that knowledge so AI delivers reliable, actionable insights.If you're looking for smarter ways to train and support your agents, don’t miss this conversation! 🎧📖 Want to dive deeper? Check out Greg's book, Find & Follow, available on Amazon.📌 Connect with Greg: Find him on LinkedIn or visit ScreenSteps.com to learn more.#contactcenter #knowledgemanagement #ai #traininginnovation #cpgcx
🏓This week I'm Curious About... Retirement — it’s a word that often comes with mixed emotions. For many, it’s long-awaited freedom. For others, it’s an uncertain transition. But what if we started thinking about retirement not as a finish line, but as a journey of reinvention?In the latest episode (#118) of My Curious Colleague 🔍 #CPGCX Podcast, I had the pleasure of speaking with Judy Freedman, a former colleague at The Campbell's Company, lifestyle blogger, and top blogger for women over 50. Judy retired early at 55, and over the past 12 years, she’s embraced an evolving retirement — one filled with blogging, yoga, travel, pickleball, and even becoming a grandmother! 🎉A few key takeaways from our conversation:✅ Retirement is a "rhythm", not a rigid plan —it evolves over time.✅ Ask yourself: "What brings me joy?" —big or small, make space for it.✅ You don’t have to have a schedule right away —embrace the freedom!✅ Finances matter, but so does purpose —some work by necessity, others by choice.✅ Social connections are key —new hobbies and activities bring new friendships.Judy’s perspective reminded me that retirement isn't about stopping, but about shifting. Contact info: Wanna connect with Judy...? https://www.linkedin.com/in/judyfreedman1/ Interested in subscribing to her blog: www.aboomerslifeafter50.com#retirementjourney #reinventingretirement #cpgcx #lifelonglearning
This week I’m Curious About… Retention & CX in the DTC CX Space. In this new episode (#117) of the @my curious colleague podcast I chat with @Eli Weiss- a Retention & CX Thought Leader - about the dynamic world of consumer care and retention in the direct-to-consumer arena..!🔗Podcast link here: https://lnkd.in/gYr8uKPfKey Highlights: Eli shares the secret sauce to retention: understanding your customers' needs and creating genuine connections, rather than just pushing for sales. Discover how blending AI with human touch can elevate customer experiences, ensuring that every interaction is both efficient and empathetic! (Psst… how empathetic do we want AI to be vs. us humans..?) Learn an example of how successful brands craft a cohesive communication strategy, seamlessly integrating email and SMS to truly engage their customers.To learn more about Eli and subscribe – Check out his LinkedIn Page https://www.linkedin.com/in/eliweisss/ and sign up for Eli’s Newsletter at https://www.eliweisss.com/subscribe.com. To learn more about @yotpo where Eli is VP of Consumer Retention Advocacy, go to yotpo.com #podcast #customerexperience #retentionstrategies #directtoconsumer #cpgcx
🔍 This week, I’m looking into the world of knowledge management systems in the contact center and its emerging role today. My guest on Episode #116 of the @my curious colleague podcast is my colleague, @Vicki Brackett, Chief Knowledge Officer at @Knowledgely. We also touch on how AI and modern frameworks are reshaping knowledge bases and making customer support more efficient & more effective for all. Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157Highlights: 🔹 From binders & sticky notes to sophisticated AI-powered systems – the evolution of knowledge management and how it impacts agent performance 🔹 The three pillars of knowledge management – ensuring agents, customers, and integrated systems have access to the right information at the right time 🔹 The Biggest Misconceptions About AI – Why it’s not just plug-and-play and how organizations must structure it for success.Tune in to hear Vicki’s insights on the future of knowledge management…! For more information and to connect with Knowledgely and Vicki go to hello@knowledgely.com#knowledgebase #customerservice #contactcenter #aiintegration #knowledgemanagement
👑In this podcast episode #115, @Nicole Nutile, Board Chair of SOCAP for 2025, shares insights about the consumer affairs industry's future, the role of technology, and the upcoming major shifts for @SOCAP. With a focus on embracing technology, AI, transparency, and accessibility, SOCAP aims to create a more impactful, streamlined experience for its members through enhanced events and leadership.Key Takeaways:💡 SOCAP’s 2025 Vision: Emphasizing AI, transparency, and accessibility to keep up with evolving customer service trends.🤖 Embracing AI: SOCAP sees AI as essential for its future growth, likening its integration to the early days of the internet. Nicole provides a funny Today Show thought from the early days of the internet!🎤 National Conference Shift: SOCAP is consolidating its events into a single major conference, aimed at creating a stronger impact and broader audience.🌍 Getting Involved: For newcomers, volunteering within SOCAP is a flexible way to expand your professional network without heavy time commitments.📔Mark your calendars for this Tuesday, 2/11/25 to listen in to her episode (#115) on the My Curious Colleague 🔍 #CPGCX podcast. Nicole also is Customer Success Lead at Wiley, as well as SOCAP International's Board Chair this year. Podcast link: https://lnkd.in/gYr8uKPf#podcasst #cpgcx #socapinternational #socap2025 #aiincx #customerservice #leadership #networkingopportunities #socapevents
👨🏼🎓 This week, I had an insightful conversation with Bill Hartford, VP of Business Development at The Connection Company, on how text and chat technologies are supporting student enrollment in higher education. We explored how text and chat platforms are transforming the way colleges and universities engage prospective students and boost enrollment rates.Here are the key takeaways from our chat w/stats per Bill:🔑 Boosting Enrollment with Speed & Personal Touch:• Immediate engagement through live chat makes universities 400x more likely to secure enrollments within the first 5 minutes of contact. Fast response time is critical!🔑 Texting Takes It Further:• Texting allows schools to re-engage prospective students, with up to 15% conversion after 30 days – creating valuable opportunities for long-term connections.🔑 Empathy & Expertise Over Chatbots:• Live agents, with real-time access to a school’s knowledge base, offer a higher level of personalized, empathetic service compared to AI chatbots, which ultimately drives more enrollments.🔑 Flexibility for Both Students and Agents:• The Connection Company supports 24/7 engagement with flexible scheduling for their agents, which is key to their success in serving a diverse, remote workforce.If you’re curious about how text and chat technologies can improve your lead engagement strategies, check out my conversation with Bill Hartford. Don’t miss this opportunity to rethink how you connect with prospective students ... AND, if how this might inform your channel strategies in other industries ie CPG! 🎧 Bill's (ie William's) LINKEDIn link: linkedin.com/in/xpertvendorThanks again Bill for sponsoring this episode...!#highereducation #texting #leadgeneration #customerengagement #cpgcx #podcast #innovations #studentenrollment #textmarketing #customerengagement #leads #enrollment #studentrecruitment #digitaltransformation #edtech #educationtechnology #remoteagents #studentengagement #educationmarketing #marketingstrategies
I'm thrilled to share the latest episode (#113) of the @My Curious Colleague podcast…. Join me for my (5) “Musings” where I look back and reflect forward on consumer engagement..! • The Importance of a Seat at the Table: Why consumer focus is now non-negotiable for brands.• The Rise of New Channels: Exploring the impact of ratings and reviews as the new frontier in consumer engagement.• Trends Tracking: Being aware of the macro and micro trends that could affect your operations in the contact center.• Evolving Reporting Structures: How the reporting landscape has shifted towards a more consumer-centric model.• Consumer Insights: What the future may look like ie more holistic. Tune in for thoughts IMHO may give you something to chew on as you plan your approach to consumer care in 2025! 🌟in the news...! I'm honored that My Curious Colleague podcast has been featured in FeedSpot Top 70 CPG Podcasts (#16). Check it out: Top 70 CPG Podcasts Thank YOU!#mycuriouscolleague #podcast #consumerengagement #cx #cpg #cpgcx
I'm thrilled to dedicate my first podcast episode of 2025 of the My Curious Colleague Podcast to Front Line Agents in the Contact Center. 🌟 This week, I sat down with @Beryl Krinsky, Founder of @B.Komplete to explore mindfulness practices and their role in supporting mental health, especially in high-stress environments like contact centers.From navigating the challenges of corporate wellness to launching her own school, Beryl brings a wealth of experience and wisdom. Together, we discussed simple yet impactful ways to incorporate mindfulness into daily routines—whether you're a contact center agent, a business leader, or just someone seeking balance.💡 Highlights include:🔹 The "Five Senses Practice" to instantly reduce stress.🔹 The surprising health benefits of mindful breathing.🔹 Practical tips to fit mindfulness into a busy day—even in 10-second intervals!This episode is perfect for anyone curious about making mental wellness a priority in 2025. Let’s start the year with intention and simplicity!📖 Listen to the full episode and let me know in the comments: How do you practice mindfulness in your day-to-day life?#mindfulness #podcast #consumerrelationsTIP: mark this episode about midway thru and work thru a mini mindfullness exercise with Beryl guaranteed to make you feel good...!
Hello, My Curious Colleagues...! In this week’s “Curiously Quick” episode (#111) on the @My Curious Colleague podcast, I share my thoughts on AI in consumer relations and the contact center. My thoughts, albeit brief, are covered in three key areas. Listen to today’s episode for more details and in these past episodes noted here:1. Helping the Agent—exploring Voice AI, Agent Assist, and Reason Codes (Ep. #82, Speech Analytics with CalZilla).2. Helping the Consumer—from chatbots to virtual assistants (Ep. #95 with Joe Mazer, Michelin Tires).3. Brand & Quality Insights—insights via sentiment analysis and trend identification (Ep. @91 with Gotham at Yogi).Listen in to get a worker bee’s perspective on AI’s potential for smaller teams and more. 🎧 #NewPodcastEpisode #AI #ContactCenter #ConsumerRelations
In this BONUS episode of the My Curious Colleague - #cpgcx Podcast, Denise and @Ibrahiem Atshan (Abe) discuss a Sneak Peek of the upcoming SOCAP/Society of Consumer Affairs Professionals’ Data and Analytics Workshop. Abe provides a line of sight into the workshop sharing insights into the event's structure, key sessions and the generous event sponsors.Abe also reflects on his journey to becoming the President of the Northeast Regional chapter of SOCAP, emphasizing the value of volunteering and leadership. The conversation also delves into the significance of AI in customer experience and the role of data analytics in driving business decisions. Chapters00:00 Introduction to SOCAP and the Data & Analytics Workshop04:14 Abe's Journey to Leadership in SOCAP07:48 Details of the Upcoming Data & Analytics Workshop11:55 Exploring AI in Customer Experience14:48 Benchmarking and Data Analytics Insights SponsorshipsThis episode is sponsored by @SOCAP – the industry group for Consumer Affairs Professionals. “Come for the knowledge, Stay for the network.” Check out all the benefits of becoming a member at socap.org#socapinternational
In Episode 110 of the My Curious Colleague Podcast...Denise Venneri (host/creator of the pod) discusses the importance of effectively reviewing packaging artwork in the consumer relations role. Denise emphasizes the need to approve and create artwork that can reach consumers, And provides guidance on specific information to focus on, such as contact details, hours of operation, and language support. She also highlights the importance of checking nutrition facts, ingredient statements, allergen information, and preparation instructions. Thoughts:Effectively reviewing packaging artwork is important in the consumer relations role to ensure it can reach consumers.,,!Focus on specific information like contact details, hours of operation, and language support.Check nutrition facts, ingredient statements, allergen information, and preparation instructions for accuracy and clarity.Be close to the brand and consumers to identify potential issues and improve the product's appeal and avoid confusionChapters00:00 Introduction: The Importance of Reviewing Packaging Artwork in Consumer Relations02:49 Checking Specific Information in Packaging Artwork04:10 Ensuring Accuracy and Clarity in Nutrition Facts and Ingredient Statements05:36 The Significance of Preparation Instructions and Allergen Information06:34 Being a Second Pair of Eyes for Consumer-Friendly Packaging07:03 Considering Romance Language, Recycling Information, and Front-of-Pack Design
🔬In this conversation Ep #109 of the My Curious Colleague CPGCX podcast, Denise Venneri🔍My Curious Colleague and Tamanna Ramesh, MS, MBA discuss working effectively and successfully with product developers in the contact center. Tamanna shares her background in food science and product development, as well as her passion for empowering women and minorities in STEM. They explore product development key concepts plus the process of product development, from generating ideas to commercialization, and the importance of collaboration between product development and consumer affairs.Link to episode in Comments below...Special Offer: Tamanna offers a special opportunity for listeners to consult with her on their career challenges & questions. The first 5 listeners who reach out to Tamanna Ramesh, MS, MBA via DM on LinkedIn https://lnkd.in/gSD5Q9qu will have the opportunity for a free 15-20 minutes consultation w/Tamanna to discuss pressing career questions and gain strategic guidance. Tamanna's side passion project is owner/coach at Spark Career Services. www.sparkcareerservices.com Chapters00:00 Introduction and background02:48T he importance of relationships in the contact center05:09 The process of product development07:45 Key concepts in product development16:16 Collaboration between consumer affairs and product development19:05 Career coaching opportunity with Tamanna Ramesh* product development, contact center, collaboration, consumer affairs, food science, STEM, innovation, sensory attributes, line extension, specifications
🎆My new podcast episode #108 of the My Curious Colleague 🔍 #CPGCX podcast is now available! Listen in as Andrea C. McLean, MA, BCC, CPEC , Founder at ACM Coaching Group and I delve into the world of personality assessments and coaching.🔗Links here: https://lnkd.in/g42HNUrphttps://lnkd.in/e738cffA couple of highlights:🌟 Discover the power of self-awareness and growth with personality assessments! P.S. take the PrinciplesYou assessment tool for Free!🚀 Join Andrea McLean on the podcast for insights into coaching and unlocking your potential.How to take the (free) PrinciplesYou assessment: https://principlesyou.com/Offer: First 10 people to DM Andrea, get a choice of a free 15-minute debrief session with her after taking the PrinciplesYou Assessment , or a copy of her book Decide to Be Your Future Self.
In this episode, #107, Denise and Nicole Nutile of Wiley discuss how to incorporate sustainability or "going green" into daily life and the workplace, emphasizing the importance of small, impactful changes. Nicole Nutile shares her journey from working in operations to becoming the global co-chair of the Wiley Green Group, driven by her passion for eco-friendly practices. She highlights surprising statistics about plastic pollution and other types of litter, emphasizing the urgency of environmental action. Additionally, Nicole offers a free PDF on the United Nations' Sustainable Development Goals, inviting listeners to DM her or Denise on LinkedIn to get a copy and start making a difference today.
Hello My Curious Colleagues! This Tuesday 6/11/24, on Episode #106 of the My Curious Colleague Podcast, I’m Curious about…Creating FAQs that Boost your Agent’s Confidence & Your Consumers’ Experience. 🌟 Tune in to discover how to craft the perfect FAQ that empowers your agents and enhances your consumer's experience. Here's a sneak peek of some of what you'll learn:🔹 🗣️Voice Matters: Ensure your FAQs reflect your brand's voice, especially for social media channels.🔹 🔐 Transparency is Key: Balance sharing necessary information while keeping proprietary details confidential. 🔹 💪 Empower Your Agents: Equip your team with up-to-date product info and images to boost their confidence and engagement. Don't miss this episode, packed with actionable tips to elevate your contact center! 🚀🔗 Check it out now: www.mycuriouscolleague.com P.S. Visit my new website for past episodes, YouTube videos, and grab your free official sticker! 🎉SPONSORSHIP: My new website – mycuriouscolleague.com - is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/106-curious-about-creating-faqs-that-boost-your-agent-s-confidence-your-consumers-experience/transcripts#contactcenter #customerexperience #faq #customerengagement#cpgcx #marketingtips #podcast
In this week’s episode, I'm Curious about…”Supporting the Food Service side of the business in the Contact Center .” My guest, @Victoria Cherne, is a true Pioneer in this area. Vicky is Manager of Consumer Affairs and Customer Concerns at Land O'Lakes and active on the Board of Directors of our industry group, @SOCAP (Society of Consumer Affairs Professionals) as VP, Member Services. Links here to Episode #105: Apple Podcast: https://lnkd.in/eg8CASqSpotify: https://lnkd.in/eqSQKJx Here's some highlights of what we discussed:🔄 Dual Support Dynamics: We explored the merging of retail and food service responsibilities, predicting a future where all consumer CPG colleagues handle both sides due to evolving service models.🤝 Best Practices: Vicky emphasized the importance of building strong internal relationships and detailed how her team manages complex food service interactions, highlighting their project management approach.📈 Future Outlook: We discussed the growing trend of combining retail and B2B business models, which can expand agent skill sets and improve quality tracking across products.SPONSORSHIP: My new website – mycuriouscolleague.com - is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/105-curious-about-supporting-the-food-service-side-of-the-business-in-the-contact-center-w-vicky-cherne-manager-of-consumer-affairs-and-customer-concerns-at-land-olakes/transcripts#podcast #consumerrelations #consumeraffairs #foodservice #cpg#socapinternational
This week on Ep #104 I'm Curious About...On-Shoring to Blended Shoring & Everything in Between: Contact Center Operations Set-up Options w/Michael Ferrari, Chief Client Officer - Avantive Solutions🌍 Explore new horizons: Discover the benefits of various operations set up - onshore, offshore, nearshore and blend shoring - to enhance customer support and efficiency.💡 Think outside the box: Learn how innovative strategies like blend-sourcing can revolutionize your approach to outsourcing and drive success.📈 Elevate your business: Hear real-life examples of how companies are achieving remarkable results by embracing flexible outsourcing models. TRANSCRIPT LINK: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/104-curious-about-on-shoring-to-blended-shoring-in-between-contact-center-operations-set-up-options-w-michael-ferrazi-chief-customer-officer-avantive-solutions-inc/transcripts#outsourcing #blendsourcing #customerexperience #cpgcx #cx
🚦 My guest is my colleague, Chris Drury, Director of Customer Care at Blount Fine Foods. Chris has quickly made his mark & his contributions to the Consumer Care Industry and currently serves as President of the SOCAP Board of Directors… We both share an interest in – to quote Chris – “leveraging data to build continuous improvement in product design” and we’ll be digging in (you know I love the details…!) how this comes to life via a “Traffic Light Report” Chris developed. Come back here on Tuesday 5/14/24 to take a listen to the FULL episode: Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157 #consumerrelations #cpgcx #caringdeeplyforyourconsumers #consumercarereporting #socap
👁️This week I’m Curious about...Benefits & Challenges of Gaining a Line of Sight to your Brand's Marketing Plans for Contact Centers. Episode #102 of the @my curious colleague podcast. Topics covered include:· 🛣️ Navigating the Marketing Landscape: Understanding your brand's marketing plans in a contact center is crucial for success. It allows managers to anticipate call volume, ensuring proper staffing and effective communication with consumers. This foresight helps align the team with the company's objectives. · 🧠 Empowering Contact Center Agents: With a clear line of sight into the marketing plan, agents are better prepared. They can familiarize themselves with new products, receive relevant training, and be ready to handle customer inquiries confidently. This preparation leads to a more seamless customer experience. · 🤝 Bridging the Brand and Consumers: Having accurate and timely marketing information benefits both the brand and its consumers. Brands can prepare FAQs, training materials, and gather feedback to improve future initiatives. For consumers, this results in a more positive experience with informed and confident agents. TRANSCRIPT LINK: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/102-curious-about-benefits-challenges-of-gaining-a-line-of-sight-to-your-brands-marketing-plans-for-contact-centers/transcriptsSPONSORSHIP: My new website – mycuriouscolleague.com - is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 #cpgcx #contactcenter #customerfeedback #cpg #socap
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