Curating the CX Podcasts

COVID-19 has caused massive disruption to businesses worldwide and the Insurance industry is no exception. Liberty Mutual Insurance has played a critical role in ensuring business continuity, providing seamless customer service and fair claims resolution throughout the pandemic. In this podcast, Paul and Cesar share Impacts, lessons learned, and strategies deployed during the COVID-19 pandemic. Paul also shares his Insights on the buyer journey, customer centricity at Liberty Mutual Insurance in the new normal, and managing the Liberty Mutual culture and customer-facing agents in the new normal

“The outcome of the customer journey and their experience starts and ends with us,” says Lewis Taylor, Global Head of Support with Dropbox. The company has improved its customer effort score significantly by enabling a customer experience that centers on agents who are happier, feel more vested, are empowered, better understand customer’ requirements and continually share the feedback. Lewis strongly believes that this, along with creating an enterprise-wide (including partners) initiative, ensures that their frontline is set up for success and the customer remains at the center of everything they do. In this Podcast, Lewis shares insights on extending customer centricity thinking across the Dropbox organization, building relationships within the organization and with partners and decreasing customer effort

Omnichannel digital strategies and experiences have revolutionized how Healthcare companies are managing Telehealth. Healthcare companies and service providers have been able to design and leverage innovative tools and solutions, and as a result, have ensured Healthcare has become more accessible and cost-effective in the post COVID world. In this Podcast, Linda and Monica will provide insights on designing and providing solutions critical to the patient journey, and help you identify innovative tools and solutions that could support virtual Healthcare.

Contact tracing today is key to slowing the spread of COVID-19 within our community. The goal is to find everyone who has come in contact with an infected person, isolate or quarantine them, and as a result prevent them from infecting others. Contact Tracers are highly trained to balance a person’s rights with the safety of the public community. They use special skills to investigate as well as support the emotional and basic needs of someone who has the illness or may have been exposed to the virus. In this podcast, we will discuss the importance of a high-tech, high-touch approach to contact tracing.

With businesses re-opening, we have seen a surge in positive COVID-19 cases. This could mean only one thing, delays and change of plans. As we approach the fourth quarter, the most important quarter for most businesses, this surge in cases could have a big impact. In this episode, Michael will provide his vision on what companies should be doing to ensure their sales programs remain effective and efficient, maintaining the positive mindset amongst work at home sales agents. Michael will also share insights on how companies should begin prioritizing and planning for Q4.