My Curious Colleague ~ CPG CX podcast

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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/gYr8uKPf Key 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…

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116 Curious about...Knowledge Management Systems in the Contact Center & its Emerging Role Today w/Vicki Brackett, Chief Knowledge Officer|Knowledgely 20:05

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🔍 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/id1565590157 Highlights: 🔹 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…

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115 Curious about...Getting to know CX industry group's (SOCAP) Board Chair Nicole Nutile a bit Better & her 2025 Vision. 20:47

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👑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…

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114 Curious about...Boosting your Lead Engagement thru Text & Chat in Higher Education w/Bill Hartford, VP of Business Development | The Connection Company 24:23

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👨🏼‍🎓 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/xpertvendor Thanks 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…

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113. Curious About... My "5 Musings" on Consumer Relations Past and Look Ahead w/Denise Venneri, Host & Creator | My Curious Colleague 8:46

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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…

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112 Curious about...Supporting Mental Health thru Mindfulness in the Contact Center for Agents w/Beryl Krinsky | Founder of B.Komplete Corporate Wellness 24:56

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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 #consumerrelations TIP: mark this episode about midway thru and work thru a mini mindfullness exercise with Beryl guaranteed to make you feel good...!…

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111 Curiously Quick...My Worker Bee's Thoughts on AI in the Contact Center 6:24

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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…

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BONUS Episode - Data & Analytics Workshop - A SOCAP Takeover w/Abe Atshan, President of NE Chapter of SOCAP 16:18

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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. Chapters 00:00 Introduction to SOCAP and the Data & Analytics Workshop 04:14 Abe's Journey to Leadership in SOCAP 07:48 Details of the Upcoming Data & Analytics Workshop 11:55 Exploring AI in Customer Experience 14:48 Benchmarking and Data Analytics Insights Sponsorships This 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…

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110 Curious about...Guidance for Effective Packaging Artwork Review in the Consumer Relations Role 10:05

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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 confusion Chapters 00:00 Introduction: The Importance of Reviewing Packaging Artwork in Consumer Relations 02:49 Checking Specific Information in Packaging Artwork 04:10 Ensuring Accuracy and Clarity in Nutrition Facts and Ingredient Statements 05:36 The Significance of Preparation Instructions and Allergen Information 06:34 Being a Second Pair of Eyes for Consumer-Friendly Packaging 07:03 Considering Romance Language, Recycling Information, and Front-of-Pack Design…

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109 Curious about...Product Development Concepts for the Contact Center w/Tamanna Remesh, Food Scientist & Industry Leader 23:45

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🔬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. w ww.sparkcareerservices.com Chapters 00:00 Introduction and background 02:48T he importance of relationships in the contact center 05:09 The process of product development 07:45 Key concepts in product development 16:16 Collaboration between consumer affairs and product development 19:05 Career coaching opportunity with Tamanna Ramesh * product development, contact center, collaboration, consumer affairs, food science, STEM, innovation, sensory attributes, line extension, specifications…

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108 Curious about...Who you are thru Personality Assessments & Coaching w/Andrea McLean | Founder, ACM Coaching Group 23:08

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🎆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/g42HNUrp https://lnkd.in/e738cff A 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.…

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#107 Curious about...Getting "Green" at Work, Home & the Contact Center w/Nicole Nutile, Manager-Customer Success & Customer Experience 28:00

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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.…

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#106 Curious about… Creating FAQs that Boost your Agent’s Confidence & Your Consumers’ Experience 15:00

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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…

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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 O'Lakes 17:00

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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/eg8CASq Spotify: 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…

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104. Curious About...On-Shoring to Blended Shoring & Everything in Between: Contact Center Operations Set-up Options w/Michael Ferrari|Chief Client Officer-Avantive Solutions 25:18

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