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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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

Marketing Across Uncertainty | Lessons from the Deloitte Global Roundtable with Nestlé, Saucony, Zurich Insurance and

Marketing Across Uncertainty | Lessons from the Deloitte Global Roundtable with Nestlé, Saucony, Zurich Insurance and

In a world of constant disruption and global uncertainty, how can marketing leaders keep their teams focused, inspired, and moving forward? In this week’s episode, recorded live at the Deloitte Digita...

20 Elo 202547min

Calum Laming (British Airways) | Brand-Building at 35,000 Feet

Calum Laming (British Airways) | Brand-Building at 35,000 Feet

In this week's episode The CMO Podcast, Jim sits down with Calum Laming, the Chief Customer Officer of British Airways. He and his team are responsible for a creative replatforming of British Airways,...

13 Elo 202546min

From Startup to Legacy: How Life Stages Shape Leadership, featuring Shutterstock, Audemars Piguet and Cymbiotika

From Startup to Legacy: How Life Stages Shape Leadership, featuring Shutterstock, Audemars Piguet and Cymbiotika

On this week's episode of The CMO Podcast, Jim is joined by three remarkable leaders who are at very different stages of their careers and lives, but all share a bold vision for leadership and creativ...

6 Elo 202539min

Jonnie Cahill (PepsiCo) | How to Onboard with Intention

Jonnie Cahill (PepsiCo) | How to Onboard with Intention

Jim’s guest this week on The CMO Podcast is Jonnie Cahill, the newly appointed SVP and Chief Marketing Officer of International Foods at PepsiCo. Originally from Dublin, Ireland, Jonnie stepped into t...

30 Heinä 202548min

Melody Lee (Mercedes-Benz USA) | Success is Never Solo

Melody Lee (Mercedes-Benz USA) | Success is Never Solo

This week, Jim welcomes Melody Lee, the Chief Marketing Officer of Mercedes-Benz USA. Mercedes-Benz is one of the world’s most enduring luxury brands and will celebrate its 100th anniversary next year...

23 Heinä 202548min

Building Brand Love with UGG, Tinder, Tubi and Transunion

Building Brand Love with UGG, Tinder, Tubi and Transunion

In this special roundtable episode of The CMO Podcast, recorded live at the Brand Innovators LVMH Villa, presented by Shutterstock. Jim Stengel sits down with four powerhouse marketing leaders to expl...

16 Heinä 202543min

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