Tim McDougal & Leah Yousif (Deloitte Digital) | The Transformation of Customer Contact Centers
The CMO Podcast6 Syys 2023

Tim McDougal & Leah Yousif (Deloitte Digital) | The Transformation of Customer Contact Centers

For a special Office Hours episode, Jim welcomes Tim McDougal and Leah Yousif to the CMO Podcast. Tim is a Managing Director of Strategy & Operations at Deloitte Consulting and Leah is a Senior Manager at Deloitte Consulting. They are both experts in the area of omnichannel customer engagement and contact center operations.

Tim and Leah are part of a team at Deloitte that recently released a large global study on the transformation of customer-contact centers. Nearly every business has some process for customer contacts. Few areas in business are facing more disruption, with the move to remote work, the rise of AI, and the rising and different expectations customers have for interactions with companies. Managing great customer experiences is fundamental to building great brands.

Join Jim as he chats with Tim and Leah about the most interesting findings from the study and the implications for anyone working to make their customers happier and more loyal.

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Marketing to Generations: Gen X and Boomers with Brent Rivard (Geezer Creative)

Marketing to Generations: Gen X and Boomers with Brent Rivard (Geezer Creative)

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Diana Haussling (hello Products) | Leadership Lessons from a CMO Turned CEO

Diana Haussling (hello Products) | Leadership Lessons from a CMO Turned CEO

More and more CMOs are ascending to the CEO role. Starbucks, Hinge, Revlon, Avon, and Brinker International are all companies that have elevated former CMOs to CEO.Joining Jim this week is a guest who...

24 Maalis 57min

Kofi Amoo-Gottfried (DoorDash) | The DoorDash Super Bowl Bet That Changed Everything

Kofi Amoo-Gottfried (DoorDash) | The DoorDash Super Bowl Bet That Changed Everything

What does it take to build a brand that cuts through the noise in a world where most people are trying to ignore you?Jim’s guest this week is Kofi Amoo-Gottfried, Chief Marketing Officer at DoorDash, ...

18 Maalis 59min

Sofia Hernandez (TikTok) | The Future of Marketing Belongs to the Curious

Sofia Hernandez (TikTok) | The Future of Marketing Belongs to the Curious

If culture moves at the speed of TikTok, then today’s CMO has to move just as fast. This week, Jim is joined by Sofia Hernandez, Global Head of Business Marketing and Commercial Partnerships at TikTok...

11 Maalis 54min

Lara Balazs (Adobe) | The Golden Age of Creativity

Lara Balazs (Adobe) | The Golden Age of Creativity

To kick off Women’s History Month, Jim welcomes Lara Balazs, the Chief Marketing Officer and EVP of Global Marketing at Adobe. A company at the center of creativity, transformation and technology. Fou...

4 Maalis 54min

Conny Kalcher (Zurich Insurance) | Reinventing Insurance Through Empathy

Conny Kalcher (Zurich Insurance) | Reinventing Insurance Through Empathy

What does it take to revitalize a 150-year-old company? Jim’s guest this week, Conny Kalcher, has done it twice. First at LEGO during its historic turnaround, and now at Zurich Insurance as their Grou...

25 Helmi 1h

The Super Bowl Advertiser RoundUp with Gary Vaynerchuk

The Super Bowl Advertiser RoundUp with Gary Vaynerchuk

This week we return with one of our most anticipated episodes of the year…the 8th annual Super Bowl Advertiser Roundtable. As is tradition, Jim is joined by Gary Vaynerchuk to welcome a collection of ...

10 Helmi 1h

Expedia × Profound | Competing in an AI-Driven Search World // With James Cadwallader and Daniel Shin Un Kang

Expedia × Profound | Competing in an AI-Driven Search World // With James Cadwallader and Daniel Shin Un Kang

We’re living through one of the biggest shifts in the internet since it began: a move from building content for people to building content for machines, on behalf of people. On this week’s episode, Ji...

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