Your Call is Very Important to Us
Tom Brannen and Vic Cooper
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S2E3 Ep: 8 - “The Ensh!ttification of Everything: Why Customer Service Still Sucks”
In this episode of Your Call is Very Important to Us, hosts Tom Brannen and Vic Cooper tackle the concept of “enshittification,” a term popularized by author Cory Doctorow to describe the gradual…
S2E2 Ep: 7 - Revolutionizing Public Service: How AI is Transforming the Citizen Experience
In this episode, hosts Tom Brannen and Vic Cooper are joined by Joe Forte from NICE, who leads the public sector division. They delve into the intricacies of customer experience (CX) within the…
S2E1 Ep: 6 - The Future of AI in CX: Letting AI Drive
Kicking off a new season of the podcast, we take a quick look back before tackling the question of how AI is changing the landscape of CX. We also discuss how AI is revolutionizing not just customer…
S1E5 Ep:5 What are some of the most common CX mistakes?
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…
S1E4 Ep:4 Why are we so excited about Enterprise Connect 2023?
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…
S1E3 Ep: 3 Why is leadership so critical to CX? - Interview with Brad Cleveland
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…
S1E2 Ep:2 What's the difference between good chat vs. bad chat?
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,…
S1E1 Ep:1 Why does customer service still suck?
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…
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Your Call is Very Important to Us has published 8 episodes since January 2023, covering topics in Business, Management.
Your Call is Very Important to Us is currently sporadic with new episodes every 2 months. Average episode length is 43m.
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