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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Jenny Nelson (Audacy) | Audio’s Power to Move, Connect, and Grow Brands

Jenny Nelson (Audacy) | Audio’s Power to Move, Connect, and Grow Brands

Audio has a magic all its own. The power to connect deeply, inspire emotion, and build lasting trust. In this week's episode, Jim Stengel sits down with Jenny Nelson, Chief Marketing Officer of Audacy...

10 Joulu 202544min

The Brand Builder's Playbook // Getting Brand Buy In & Activating the Playbook // With David Aaker and Marcus Collins

The Brand Builder's Playbook // Getting Brand Buy In & Activating the Playbook // With David Aaker and Marcus Collins

From tennis rackets to Beyoncé, Microsoft to Apple…brand legends David Aaker and Marcus Collins have seen it all, and they’re here to close out our series with a masterclass on brand-led leadership.In...

5 Joulu 202559min

Chris Brandt (Chipotle Mexican Grill) | Crafting Food with Integrity

Chris Brandt (Chipotle Mexican Grill) | Crafting Food with Integrity

When you think about brands that have truly reshaped an entire category, few have done it as quickly or as effectively as Chipotle Mexican Grill, a brand that turned fast food into fast casual, and pu...

3 Joulu 202549min

The Brand Builder's Playbook // Smart Spend: Mastering Media Mix for Maximum Impact // With Damon Berger (GAP)

The Brand Builder's Playbook // Smart Spend: Mastering Media Mix for Maximum Impact // With Damon Berger (GAP)

Brand building or performance? TV or TikTok? Data or gut? Every marketer wrestles with how to spend smarter, not just more.In the seventh episode of The Brand Builder’s Playbook, hosts Jim Stengel and...

28 Marras 202555min

Laura Knebusch (Georgia-Pacific) | The Power of Staying Unflappable

Laura Knebusch (Georgia-Pacific) | The Power of Staying Unflappable

When you think of some of America’s most recognizable household brands: Brawny, Angel Soft, Dixie, Quilted Northern…there’s one company behind them all: Georgia Pacific.
And at the helm of marketing f...

26 Marras 202548min

The Brand Builder's Playbook // The Partnership Payoff: Picking the Right Collaborations // With Kristen D’Arcy (True Religion)

The Brand Builder's Playbook // The Partnership Payoff: Picking the Right Collaborations // With Kristen D’Arcy (True Religion)

What do LEGO, Megan Thee Stallion, and a Ford Mustang have in common? They’re all proof that the right partnership can supercharge a brand.In the sixth episode of The Brand Builder’s Playbook, hosts J...

21 Marras 202542min

Hope Bagozzi (Tim Horton's) | The Magic of Canada’s Favorite Brand

Hope Bagozzi (Tim Horton's) | The Magic of Canada’s Favorite Brand

If you are Canadian, and you hear the words Tim Hortons, you conjure up a wide and deep range of emotions. Few brands inspire the kind of passion that Tim Hortons does in Canada. With nearly 6,000 res...

19 Marras 202548min

The Brand Builder's Playbook // Brand vs Performance Marketing: Why the Long Game Wins // With Andrea Brimmer (Ally)

The Brand Builder's Playbook // Brand vs Performance Marketing: Why the Long Game Wins // With Andrea Brimmer (Ally)

Every CMO faces the same question: how do you balance long-term brand equity with short-term performance marketing?In the fifth episode of The Brand Builder’s Playbook, hosts Jim Stengel and Ryan Bark...

14 Marras 202544min

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