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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New Podcast Series // The Brand Builder's Playbook - Episode 1 // Why Is It Important To Build a Brand?! With Chris Burggraeve

New Podcast Series // The Brand Builder's Playbook - Episode 1 // Why Is It Important To Build a Brand?! With Chris Burggraeve

This week we're very excited to share with you an exciting new show we've launched this week! It’s called The Brand Builder’s Playbook…a special 8-part series created in partnership with our friends a...

14 Loka 202552min

Leadership Lessons from Penn State’s Alumni Conference (The Home Depot, Avanos Medical and Blue Mountain Quality Resources)

Leadership Lessons from Penn State’s Alumni Conference (The Home Depot, Avanos Medical and Blue Mountain Quality Resources)

School is back in session—and so is the CMO Podcast, live from Penn State’s Alumni Leadership Conference. In our annual tradition, Jim welcomes three remarkable Penn State alumni on stage to explore t...

8 Loka 202555min

Colin Kelton (Vanguard) | Building a Lifetime Career

Colin Kelton (Vanguard) | Building a Lifetime Career

Not many CMOs can say they’ve had just one job their entire career, but our guest this week can say he can. Joining Jim is Colin Kelton, the Global Chief Marketing Officer at Vanguard, the 50-year-old...

1 Loka 202547min

Lisa Materazzo (Ford) | Ready Set Ford: Inside the Bold Global Relaunch

Lisa Materazzo (Ford) | Ready Set Ford: Inside the Bold Global Relaunch

For the first time in its 122-year history, Ford Motor Company has launched a singular global campaign—Ready Set Ford. To mark the occasion, Jim Stengel and The CMO Podcast traveled to Detroit to sit ...

24 Syys 202555min

George Felix (Chili's Grill & Bar) | The Playbook for Becoming Brand of the Year

George Felix (Chili's Grill & Bar) | The Playbook for Becoming Brand of the Year

Who doesn’t remember the Chili’s jingle—“I want my baby back, baby back, baby back…”? Or maybe you’ve seen the viral TikToks about Chili’s Triple Dipper. Chili’s is back in culture in a big way, and m...

17 Syys 202558min

Ariel Kelman (Salesforce) | Leading the Charge in AI Innovation

Ariel Kelman (Salesforce) | Leading the Charge in AI Innovation

Fall is here, which means back to school, football season, crisp apples, and the world’s biggest blend of tech conference and music festival: Dreamforce. Now in its 22nd year, Dreamforce 2025 returns ...

10 Syys 202551min

Jessica Padula (Nespresso USA) | Brewing Growth & Sustainability

Jessica Padula (Nespresso USA) | Brewing Growth & Sustainability

This week, The CMO Podcast is serving up a rich and flavorful conversation as Jim sits down with Jessica Padula, Vice President of Marketing and Sustainability for Nespresso USA. Nespresso, part of Sw...

3 Syys 202556min

Building Brands with Courage: Voices from Hinge, Essity, and Be LOVE

Building Brands with Courage: Voices from Hinge, Essity, and Be LOVE

This week, we’re wrapping up the summer with the final episode recorded in the south of France at the Cannes Lions Festival of Creativity. Captured at Chez Vayner, this roundtable brings together thre...

27 Elo 202535min

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