No Hold Time

Hosted by Mosaicx

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Nov 2024

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About the show

"Hold time" describes how long a customer waits on the phone, traditionally while listening to bossa nova or smooth jazz. Join this ongoing conversation covering the latest tactics and trends around AI, automation, brand interactions, self-service and other ways to improve customer experience (CX). Don't worry, they get into a lot more detail than just "lower hold time." David Araiza and Brian Bremer help companies of all sizes find ways to make experiences better for their customers. They work with banks, retailers, airlines, hotels, hospitals, pharmacies, insurers, cable companies, interne

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27 recent

November 5, 202444 min

Selfless Giving and Building a Customer Success Team | Kristi Faltorusso (Client Success)

Don't be afraid to share your "secret sauce." The way you raise up yourself, your organization, and everyone around you is through selfless giving. That's advice from our latest guest on #NoHoldTime, Kristi Faltorusso, who is the true definition of a customer experience (CX) expert. As chief customer officer at ClientSuccess, a platform devoted to improving customer experience for other organizations, Kristi is constantly creating better customer experience within her own organization, while also being a thought leader in the CX space. In this episode, Kristi explains why keeping ideas, tactics, and best practices to yourself actually hurts you in the long run. Kristi also talks about the state of AI and explains why AI-first organizations will have an advantage over organizations that try to "hack" AI into their products. Other topics include her journey from marketing to customer success, the evolving role of a CCO, how to build a customer success team, and how to empower women in leadership roles. For more content from Kristi and more resources about the topics discussed in this episode, go to Kristi Faltorusso's LinkedIn page and visit kristifaltorusso.com. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

October 1, 202438 min

Our Starting Point with Gen AI | Lauren Morris (Mosaicx)

Customers are at the forefront of everything we do, and we're constantly looking for ways to improve customer experiences with the latest technologies, including generative AI. In the newest episode of #NoHoldTime, our head of gen AI projects, Lauren Morris, joins the podcast to share her perspective on where gen AI works today and where it falls short. Lauren also touches on victim notification software, human-centered design practices, why working in the call center space is meaningful work, and what is now called "the AI imperative." Watch the full episode to hear the insights, and let us know in the comments if/how you use gen AI today.

September 10, 202434 min

Build Long-Term Relationships with Customers | Gina Gibson (OpTech Solutions, Think Forward)

In this episode of #NoHoldTime, we talk with Gina Gibson, co-founder of OpTech Solutions, CEO of Think Forward, and co-author of Revolutionizing Customer Experience. When enterprise-level executives face a CX challenge, Gina vets vendors and identifies the best solution for their business need. Watch/listen to learn about: - How business leaders really feel about AI - Running business simulations to see how everyday actions impact CX - Whether to build or buy AI - Why you should have "partners" instead of "customers" Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

August 27, 202437 min

CX in the Finance Industry | Lauren Edrington (Bank OZK) & Todd Sale (Corpay)

Exceptional customer experience is vital for the finance industry. In our latest episode of No Hold Time, we sat down with industry leaders Todd Sale, SVP of CX operations at Corpay, and Lauren Edrington, SVP of customer care support at Bank OZK, to discuss the future of customer service in the financial sector. They shared insights on everything from why they attend industry events like Customer Contact Week, to the latest concerns about fraud, to the challenges and opportunities of using generative AI (including how gen AI emails have changed one woman's life). Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

August 14, 202439 min

More People Getting Help Than Ever Before | Grant Riewe, Gordon Rubin (Vibrant Emotional Health)

In this new episode of No Hold Time, we welcome two guests responsible for improving access to the national crisis mental health network. Grant Riewe and Gordon Rubin, of Vibrant Emotional Health (administrator of the 988 Suicide & Crisis Lifeline), join the podcast to discuss an upcoming improvement to the 988 Suicide & Crisis Lifeline: geolocation. They also share what's on their minds for future enhancements, including improved language support and expansion to more communication channels. Vibrant, a Mosaicx customer, is responsible for answering millions of calls, texts, and chats from people seeking help. Over the past two years, access to the Lifeline has expanded thanks to the launch of the 3-digit 988 code, support for more communication channels, and the addition of more crisis centers across the United States.

July 30, 202420 min

How a Fractional CXO Builds a Customer-Centric Organization | Stacy Sherman (Doing CX Right)

Stacy Sherman, host of Doing CX Right, returns in this new episode of No Hold Time. Stacy is an award-winning author, speaker, and advisor, as well as a fractional CXO (chief experience officer). In her second appearance on the podcast, Stacy shares her process when a company hires her to revitalize their customer experience. Some of these steps include: - Identifying silos - Discovering cultural "heart" and "science" - Aligning goals and metrics Stacy then talks to Brian and David about job shadowing, the importance of investing in employee community, and the most important CX metric you should be tracking.

July 16, 202435 min

Backgammon, Pickleball & Women in Business: An Interview with Stacy Sherman from Doing CX Right

While attending Reuters Customer Service and Experience West in San Diego, Brian and David met up with Stacy Sherman, an award-winning keynote speaker, author, advisor, and host of the Doing CX Right podcast. From bonding over their love for pickleball and backgammon to Stacy's perspective on the true role of a CXO (chief experience officer) and gender equality in the workplace, this is an episode you don't want to miss. During the event, Stacy moderated two panels, one presentation, and hosted a Women in CX Breakfast. In this episode, she shares some insights from that breakfast, namely what one business issue women most want addressed this year. This is Part 1 of 2 with Stacy Sherman. We enjoyed learning about her personal life in this episode, but the next one is all business. Subscribe to No Hold Time so you don't miss it. To hear more from Stacy Sherman, visit doingcxright.com or find her LinkedIn Learning course, "Increase Customer Loyalty by Doing Agent Experience (AX) Right." Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

July 2, 202423 min

Do You Need a CXO?

As interest in improving customer experience has grown, organizations have looked for out-of-the-box ways to orient their entire company toward this critical goal. That has led more and more businesses to hire a CXO, or chief experience officer. In this episode, Brian and David talk about the role of the CXO and why it may be better to call them the chief silo breaker. They share what a CXO does and why this role is crucial in getting everyone in the organization on the same page. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

June 18, 202424 min

Are CX Events Worth It?

Let's get this show on the road. Literally. For the first time, No Hold Time is getting out of Omaha. In this episode, Brian and David meet up in San Diego for an event focused on customer service and customer experience. Post-event conversations were the genesis for this podcast. Brian and David would meet up and talk about what they heard at recent events. So they decided they may as well record it and make a podcast. As of this recording, the event wasn't even over yet, so this is the freshest take on a CX event yet. So that's the topic they discussed. Why do we attend these events, and are they worth it? They guys talk about their schedule, what they learned, what they're looking forward to in the event's final days, and why it's worth taking time away from their work and families to be there. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have something to say about this episode? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.

June 4, 202426 min

Startup CX vs. SMB CX vs. Enterprise CX

There was a time when it looked like the companies that offered the lowest price would win. Now, many customers would choose to pay more for a product if it meant they get a better experience, which is allowing startups and mom-and-pop shops to compete with larger, more established brands. In this episode, Brian, David and Eric talk about the different experiences customers get from startups, small-and-medium businesses and enterprise-level companies. While offering exceptional customer experiences is crucial for all three, differences in resources and expectations mean the experiences may not look the same. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means. Do you have a good or bad experience to share? Join the conversation by finding Mosaicx on LinkedIn or visit mosaicx.com/podcast.