Customer Experience Insights podcast

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This Is Woman's Work with Nicole Kalil

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QUALIFIED: How Competency Checking and Race Collide at Work with Shari Dunn | 284 33:58

11 روز پیش33:58

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33:58

In this episode, we delve into the concept of being "qualified" in the workplace, examining who gets labeled as such, who doesn't, and the underlying reasons. We explore "competency checking"—the practice of scrutinizing individuals' abilities—and how it disproportionately affects underrepresented groups, often going unnoticed or unchallenged. Our discussion aims to redefine qualifications in a fair, equitable, and actionable manner. Our guest, Shari Dunn , is an accomplished journalist, former attorney, news anchor, CEO, university professor, and sought-after speaker. She has been recognized as Executive of the Year and a Woman of Influence, with her work appearing in Fortune Magazine, The Wall Street Journal, Ad Age, and more. Her new book, Qualified: How Competency Checking and Race Collide at Work , unpacks what it truly means to be deserving and capable—and why systemic barriers, not personal deficits, are often the real problem. Her insights challenge the narratives that hold so many of us back and offer practical solutions for building a more equitable future. Together, we can build workplaces and communities that don’t just reflect the world we live in, but the one we want to create. A world where being qualified is about recognizing the talent and potential that’s been overlooked for far too long. It’s not just about getting a seat at the table—it’s about building an entirely new table, one designed with space for all of us. Connect with Our Guest Shari Dunn Website& Book - Qualified: https://thesharidunn.com LI: https://www.linkedin.com/today/author/sharidunn TikTok: https://www.tiktok.com/@thesharidunn Related Podcast Episodes: How To Build Emotionally Mature Leaders with Dr. Christie Smith | 272 Holding It Together: Women As America's Safety Net with Jessica Calarco | 215 How To Defy Expectations with Dr. Sunita Sah | 271 Share the Love: If you found this episode insightful, please share it with a friend, tag us on social media, and leave a review on your favorite podcast platform! 🔗 Subscribe & Review: Apple Podcasts | Spotify | Amazon Music…

Customer Experience Insights

اشتراک گذاری

خانه سری•Feed

Host Scott Nagel interviews leaders and influencers as they provide candid insights into Customer Experience - one podcast at a time.

42 قسمت

#Contact Center #Tech #Business #Genesys Consultant Liaison Program

Customer Experience Insights

updated ۳ سال پیش

اشتراک گذاری

خانه سری•Feed

Host Scott Nagel interviews leaders and influencers as they provide candid insights into Customer Experience - one podcast at a time.

42 قسمت

#Contact Center #Tech #Business #Genesys Consultant Liaison Program

Semua episode

Customer Experience Insights

1
Episode 39 - The Path Towards Experience as a Service 31:33

۳ years پیش31:33

31:33

Exploring the book Empathy in Action – Pt. 3: The Path Towards Experience as a Service This is the third episode in our podcast series highlighting key takeaways from Empathy in Action , the bestselling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff . Listen as we interview Lori Bocklund , an influential consultant, and Dr. Natalie about the key takeaways from chapters 6-9, focusing on the Four Systems of Experience Orchestration and how technology is enabling Experience as a Service. Get the book here .…

Customer Experience Insights

1
Episode 38 - Shifting from Business Centric to Customer and Employee Centric 25:43

۳ years پیش25:43

25:43

Exploring the book Empathy in Action – Pt. 2: Shifting from Business Centric to Customer and Employee Centric This is episode 2 in a four-part series highlighting key takeaways from Empathy in Action , the new, best-selling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview influential consultant and speaker Robert Harris about his key takeaways from chapters 1-5. Discussion points include why putting Empathy into Action is critical today and why you must empower your business to deliver employee-centric experiences and build employee trust. Get the book here .…

Customer Experience Insights

1
Episode 37 - Exploring the book Empathy in Action – Pt. 1 25:25

۳ years پیش25:25

25:25

Exploring the book Empathy in Action – Pt. 1: How to Put Empathy Into Action in Your Customer Experience-This is the first in a four-part series highlighting key takeaways from Empathy in Action , a new book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff . In this episode, we interview author and speaker Adrian Swinscoe about his recent article about the book on Forbes.com . Discussion points include building an empathetic musculature, blind spots to avoid, and utilizing advanced technology. Get the book here .…

Customer Experience Insights

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Episode 36 - Leveraging AI to Build Customer Empathy 18:32

۳ years پیش18:32

18:32

Leveraging AI to Build Customer Empathy - and Other CX Trends for 2022 and Beyond - In this podcast, Claire Beatty , Sr. Director, Thought Leadership, Genesys, and Ginger Conlon , Director, Thought Leadership, Genesys, discuss the report: The Top CX Trends for 2022 and Beyond , focusing on Trend 4: Leveraging AI to Build Customer Empathy.…

Customer Experience Insights

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Episode 35 - Genesys Cloud CX in 2022 12:35

۳ years پیش12:35

12:35

Genesys Cloud CX in 2022: What’s New, What’s Coming - Jim Whatton, VP, Americas Solution Consulting, Genesys, joins host Scott Nagel and discusses the latest Genesys Cloud CX capabilities, pricing updates, and what to look forward to in 2022.

Customer Experience Insights

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Episode 34 - GigCX is Future-proofing Customer Service 18:57

۳ years پیش18:57

18:57

Genesys and Limitless- How GigCX is Transforming and Future-proofing Customer Service - In this podcast, Cherie Landman, VP of Sales, Limitless, and Nick Chaillier, Industry Executive, Genesys, discuss the power of the Genesys and Limitless partnership, how GigCX can augment and future proof your customer service strategy, and the value it brings to the retail industry.…

Customer Experience Insights

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Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017 21:00

۳ years پیش21:00

21:00

The State of Customer Experience and How It’s Shifted Since 2017 - In this episode, Genesys leaders Claire Beatty, Sr. Director, Thought Leadership, and Janelle Dieken, SVP, Content Marketing, discuss The State of Customer Experience Report, comparing the trends that have occurred since the last report in 2017, and how consumers prefer to interact with a business, their satisfaction with different channels, and what they value in a customer experience.…

Customer Experience Insights

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Episode 32 - Is Your Contact Center Inclusive? 20:18

۳ years پیش20:18

20:18

Is Your Contact Center Inclusive? The Genesys & Be My Eyes Partnership - Making your contact center inclusive may be a lot easier than you’d think. In this podcast, Will Butler, VP of Community, Be My Eyes, and Eric Thomas, Global Diversity, Equity and Inclusion Officer, Genesys, discuss the partnership between companies, why it’s time for all contact centers to be inclusive, and how this partnership is literally changing contact centers and people’s lives for the better.…

Customer Experience Insights

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Episode 31 - Why Pointillist Acquisition is a Game Changer 13:43

۳ years پیش13:43

13:43

The Pointillist Acquisition - Why it’s a Game Changer for Experience Orchestration - In this episode, Gordon Sexton, Global Design Lead for Genesys’ Financial Service Vertical, discusses the Pointillist acquisition and why Genesys is uniquely positioned to orchestrate micro and macro journeys.

Customer Experience Insights

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Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service 26:52

۳ years پیش26:52

26:52

In this episode, Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows, Partnerships and Business Development leader at Zappix, discuss how Visual IVR is transforming and simplifying the retail customer experience, moving voice customers to a digital and visual experience via on-demand apps, SMS, video and email.…

Customer Experience Insights

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Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise 16:30

۳ years پیش16:30

16:30

In this episode, Scott Nagel interviews Jason Alley, Senior Director of Product Marketing at Genesys, to discuss Composable CX - what it is and how it is helping companies differentiate faster, adapt easier, and architect better.

Customer Experience Insights

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Episode 28 - Rethinking WEM – It’s all about the Employee Experience 21:00

۳ years پیش21:00

21:00

In this episode, Merijn Te Booij returns to provide an insightful update into how Genesys is rethinking WEM now and in the future, and why undertaking digital transformation without considering employee engagement is doomed to fail.

Customer Experience Insights

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Episode 27 - The Correlation Between Human Values and High-Performing Agents 17:29

۳ years پیش17:29

17:29

In this episode, Claire Beatty and Ginger Conlon return to discuss their new and insightful Human Values Study on engaging high-performing contact center agents based on their top personal values.

Customer Experience Insights

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Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement 15:00

۳ years پیش15:00

15:00

In this podcast, Gordon Sexton, an Industry designer at Genesys, explains the value that end-to-end journey orchestration brings companies, and how it’s fueled by rich data from Genesys and strategic partners like Adobe.

Customer Experience Insights

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Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity 14:00

۴ years پیش14:00

14:00

In this podcast, Scott Nagel interviews Erica Deahl, Senior Manager of Solution Consulting at Genesys. She explains the power that the new Genesys DX solution set brings to companies, and how AI powered support enables them to meet their customers where they are, allowing agents to me more empathetic in their engagement, while improving productivity.…

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