In the latest podcast episode (#120), we explore how replacing static web forms with an interactive bot Contact Us form can transform consumer engagement and streamline contact center operations. My colleague, @john Calhoun, Consumer Services Manager, at @McKee Foods Corp is here to help me with this topic. 🔗Podcast link of the @my curious Colleague podcast here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157 • 🎯 Enhanced User Experience: Find out how an interac...
Mar 25, 2025•22 min•Season 4Ep. 120
This week, I continue my deep dive into “knowledge in the contact center”—but this time, we're exploring a crucial aspect: Knowledge Operations. Joining me for the 2nd episode (#119) in this series is my colleague @Greg DeVore, co-founder of @ScreenSteps, who shares his expertise on how we can rethink training and knowledge transfer for contact center agents. 🔗Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157 Key takeaways: Reframing the Problem –...
Mar 17, 2025•14 min•Season 4Ep. 119
🏓This week I'm Curious About... Retirement — it’s a word that often comes with mixed emotions. For many, it’s long-awaited freedom. For others, it’s an uncertain transition. But what if we started thinking about retirement not as a finish line, but as a journey of reinvention? In the latest episode ( #118 ) of My Curious Colleague 🔍 #CPGCX Podcast, I had the pleasure of speaking with Judy Freedman , a former colleague at The Campbell's Company , lifestyle blogger, and top blogger for women ove...
Mar 11, 2025•23 min•Season 4Ep. 118
This week I’m Curious About… Retention & CX in the DTC CX Space. In this new episode (#117) of the @my curious colleague podcast I chat with @Eli Weiss- a Retention & CX Thought Leader - about the dynamic world of consumer care and retention in the direct-to-consumer arena..! 🔗Podcast link here: https://lnkd.in/gYr8uKPf Key Highlights: Eli shares the secret sauce to retention: understanding your customers' needs and creating genuine connections, rather than just pushing for sales. D...
Feb 25, 2025•24 min•Season 4Ep. 117
🔍 This week, I’m looking into the world of knowledge management systems in the contact center and its emerging role today. My guest on Episode #116 of the @ my curious colleague podcast is my colleague, @ Vicki Brackett, Chief Knowledge Officer at @ Knowledgely . We also touch on how AI and modern frameworks are reshaping knowledge bases and making customer support more efficient & more effective for all. Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/i...
Feb 18, 2025•20 min•Season 4Ep. 116
👑In this podcast episode #115, @Nicole Nutile, Board Chair of SOCAP for 2025, shares insights about the consumer affairs industry's future, the role of technology, and the upcoming major shifts for @SOCAP. With a focus on embracing technology, AI, transparency, and accessibility, SOCAP aims to create a more impactful, streamlined experience for its members through enhanced events and leadership. Key Takeaways: 💡 SOCAP’s 2025 Vision: Emphasizing AI, transparency, and accessibility to keep up wi...
Feb 11, 2025•21 min•Season 4Ep. 115
👨🏼🎓 This week, I had an insightful conversation with Bill Hartford, VP of Business Development at The Connection Company, on how text and chat technologies are supporting student enrollment in higher education. We explored how text and chat platforms are transforming the way colleges and universities engage prospective students and boost enrollment rates. Here are the key takeaways from our chat w/stats per Bill: 🔑 Boosting Enrollment with Speed & Personal Touch: • Immediate engagement ...
Feb 04, 2025•24 min•Season 4Ep. 114
I'm thrilled to share the latest episode (#113) of the @ My Curious Colleague podcast…. Join me for my (5) “Musings” where I look back and reflect forward on consumer engagement..! • The Importance of a Seat at the Table: Why consumer focus is now non-negotiable for brands. • The Rise of New Channels: Exploring the impact of ratings and reviews as the new frontier in consumer engagement. • Trends Tracking: Being aware of the macro and micro trends that could affect your operations in the contact...
Jan 21, 2025•9 min•Season 4Ep. 113
I'm thrilled to dedicate my first podcast episode of 2025 of the My Curious Colleague Podcast to Front Line Agents in the Contact Center. 🌟 This week, I sat down with @Beryl Krinsky, Founder of @B.Komplete to explore mindfulness practices and their role in supporting mental health, especially in high-stress environments like contact centers. From navigating the challenges of corporate wellness to launching her own school, Beryl brings a wealth of experience and wisdom. Together, we discussed si...
Jan 07, 2025•25 min•Season 4Ep. 112
Hello, My Curious Colleagues...! In this week’s “Curiously Quick” episode (#111) on the @My Curious Colleague podcast, I share my thoughts on AI in consumer relations and the contact center. My thoughts, albeit brief, are covered in three key areas. Listen to today’s episode for more details and in these past episodes noted here: 1. Helping the Agent—exploring Voice AI, Agent Assist, and Reason Codes (Ep. #82, Speech Analytics with CalZilla). 2. Helping the Consumer—from chatbots to virtual assi...
Nov 12, 2024•6 min•Season 4Ep. 111
In this BONUS episode of the My Curious Colleague - #cpgcx Podcast, Denise and @Ibrahiem Atshan (Abe) discuss a Sneak Peek of the upcoming SOCAP/Society of Consumer Affairs Professionals’ Data and Analytics Workshop. Abe provides a line of sight into the workshop sharing insights into the event's structure, key sessions and the generous event sponsors. Abe also reflects on his journey to becoming the President of the Northeast Regional chapter of SOCAP, emphasizing the value of volunteering and ...
Oct 07, 2024•16 min
In Episode 110 of the My Curious Colleague Podcast...Denise Venneri (host/creator of the pod) discusses the importance of effectively reviewing packaging artwork in the consumer relations role. Denise emphasizes the need to approve and create artwork that can reach consumers, And provides guidance on specific information to focus on, such as contact details, hours of operation, and language support. She also highlights the importance of checking nutrition facts, ingredient statements, allergen i...
Sep 11, 2024•10 min•Season 4Ep. 110
🔬In this conversation Ep #109 of the My Curious Colleague CPGCX podcast, Denise Venneri🔍My Curious Colleague and Tamanna Ramesh, MS, MBA discuss working effectively and successfully with product developers in the contact center. Tamanna shares her background in food science and product development, as well as her passion for empowering women and minorities in STEM. They explore product development key concepts plus the process of product development, from generating ideas to commercialization,...
Sep 03, 2024•24 min•Season 4Ep. 109
🎆My new podcast episode #108 of the My Curious Colleague 🔍 #CPGCX podcast is now available! Listen in as Andrea C. McLean, MA, BCC, CPEC , Founder at ACM Coaching Group and I delve into the world of personality assessments and coaching. 🔗Links here: https://lnkd.in/g42HNUrp https://lnkd.in/e738cff A couple of highlights: 🌟 Discover the power of self-awareness and growth with personality assessments! P.S. take the PrinciplesYou assessment tool for Free! 🚀 Join Andrea McLean on the podcast fo...
Jul 02, 2024•23 min•Season 4Ep. 108
In this episode, #107, Denise and Nicole Nutile of Wiley discuss how to incorporate sustainability or "going green" into daily life and the workplace, emphasizing the importance of small, impactful changes. Nicole Nutile shares her journey from working in operations to becoming the global co-chair of the Wiley Green Group, driven by her passion for eco-friendly practices. She highlights surprising statistics about plastic pollution and other types of litter, emphasizing the urgency of environmen...
Jun 25, 2024•28 min•Season 4Ep. 107
Hello My Curious Colleagues! This Tuesday 6/11/24, on Episode #106 of the My Curious Colleague Podcast, I’m Curious about… Creating FAQs that Boost your Agent’s Confidence & Your Consumers’ Experience . 🌟 Tune in to discover how to craft the perfect FAQ that empowers your agents and enhances your consumer's experience. Here's a sneak peek of some of what you'll learn: 🔹 🗣️ Voice Matters : Ensure your FAQs reflect your brand's voice, especially for social media channels. 🔹 🔐 Transparency...
Jun 11, 2024•15 min•Season 4Ep. 106
In this week’s episode, I'm Curious about…”Supporting the Food Service side of the business in the Contact Center .” My guest, @ Victoria Cherne , is a true Pioneer in this area. Vicky is Manager of Consumer Affairs and Customer Concerns at Land O'Lakes and active on the Board of Directors of our industry group, @SOCAP (Society of Consumer Affairs Professionals) as VP, Member Services. Links here to Episode #105 : Apple Podcast: https://lnkd.in/eg8CASq Spotify: https://lnkd.in/eqSQKJx Here's som...
May 28, 2024•17 min•Season 4Ep. 105
This week on Ep #104 I'm Curious About...On-Shoring to Blended Shoring & Everything in Between: Contact Center Operations Set-up Options w/Michael Ferrari, Chief Client Officer - Avantive Solutions 🌍 Explore new horizons: Discover the benefits of various operations set up - onshore, offshore, nearshore and blend shoring - to enhance customer support and efficiency. 💡 Think outside the box: Learn how innovative strategies like blend-sourcing can revolutionize your approach to outsourcing an...
May 21, 2024•25 min•Season 4Ep. 104
🚦 My guest is my colleague, Chris Drury , Director of Customer Care at Blount Fine Foods. Chris has quickly made his mark & his contributions to the Consumer Care Industry and currently serves as President of the SOCAP Board of Directors… We both share an interest in – to quote Chris – “leveraging data to build continuous improvement in product design” and we’ll be digging in (you know I love the details…!) how this comes to life via a “Traffic Light Report” Chris developed. Come back here ...
May 14, 2024•24 min•Season 4Ep. 103
👁️This week I’m Curious about...Benefits & Challenges of Gaining a Line of Sight to your Brand's Marketing Plans for Contact Centers. Episode #102 of the @my curious colleague podcast. Topics covered include: · 🛣️ Navigating the Marketing Landscape : Understanding your brand's marketing plans in a contact center is crucial for success. It allows managers to anticipate call volume, ensuring proper staffing and effective communication with consumers. This foresight helps align the team with ...
May 07, 2024•9 min•Season 4Ep. 102
In this episode (#101), I'm diving into the world of digital coupons in the CPG contact center. I had the pleasure of speaking with George Patilis, Managing Director at TPG Rewards, to learn all about barcode-based digital coupons (aka Barcode Bucks) and how they're transforming the way brands engage with customers. Here are some highlights from our conversation: 🛍️ Widespread Network - Barcode-based digital coupons are accepted at major retailers, including Walmart, Kroger, CVS, and more, offe...
Apr 30, 2024•23 min•Season 4Ep. 101
This week I’m Curious about… how contact centers track consumer response to reformulated products. Check out this week's episode, where we dive into the nuances of tracking CPG reformulations in the contact center. Here's what you'll learn: 🔎 Consumer Acceptance : Discover how contact center data can offer early insights into how consumers react to product changes, whether it's a new taste, texture, or ingredient. We'll discuss the challenges and opportunities of tracking consumer feedback. 📊 ...
Apr 23, 2024•11 min•Season 4Ep. 100
This week on Episode 99 I'm curious about... Coupon Reimbursement in the CPG Contact Center... 💸 Coupon Reimbursement Process Explained! : Dive into the world of coupon reimbursement within CPG contact centers (also known as service recovery) – an essential discussion for specialists, brand enthusiasts, and leaders of smaller contact centers! · 😊 Making Customers Smile : Uncover the heartwarming impact of coupon reimbursement in ensuring consumer satisfaction and loyalty. Learn how this simple...
Apr 09, 2024•13 min•Season 4Ep. 99
Hey there, My Curious Colleagues! 👋 This week's podcast episode (#98) on Tuesday 3/26/24 is one you won't want to miss! 🎧 Join me as I chat with the amazing @Alison Cayne, founder of @Haven's Kitchen. Alison shares her inspiring journey from starting a recreational cooking school in New York's Flatiron District to revolutionizing the way we approach cooking at home with her innovative pouch sauces (and she teases out her new platform – AIOLI’s -available now!) 🌶️ Her passion for sustainabilit...
Mar 26, 2024•36 min•Season 4Ep. 98
I thought I'd re-share my Book Opening of Dan Gingiss' latest book: Experience Maker: Creating Remarkable Experiences your Customers Can't Wait to Share"... PS: Exclusive offer created for us by Dan is mentioned in the podcast and below... Enjoy! ********************* I got something in the mail I want to share with you… It’s the new book by my colleague Dan Gingiss. In Episode #11 Redux (Bonus) of the My Curious Colleague Podcast, I literally open the package I received with Dan’s latest book t...
Mar 02, 2024•5 min•Season 4Ep. 97
🍽️ This week I'm CUROUS about... Home, Kitchen & Food Trends. My resident Cooking, Kitchen & Food Trends Adviser here on the @my curious colleague podcast is back..! Join me this Tuesday, 8.29.23 for Ep 96 w/my guest & colleague, @ Jane Freiman , Founder of @ smart kitchen group . And she’s bringing info on a health & wellness innovation contest w/a $10K prize… AND… she’s making our colleagues an offer for a 1:1 trends consult for the first 5 people who reach out to Jane…So list...
Aug 29, 2023•32 min•Season 4Ep. 96
This week on the @My Curious Colleague podcast (Ep 95), I’m CURIOUS about… chatbots/virtual assistants…! To help me with this is my guest and colleague @Joe Mazur, Director Consumer Care at @Michelin North America. We’re digging in to Michelin’s online chatbot/virtual assistant named "Mitch." So fun… so don’t miss out listening 🎧 to this one…! Podcasts links here: 🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157 🦒Spotify: https://open.spotify.com/show/2...
Aug 22, 2023•34 min•Season 4Ep. 95
🌽 This week on the @My Curious Colleague podcast…I’m CURIOUS about… Customer Service/CX in a Retailer’s Delivery/PIck-up channel. To help me... is my guest and colleague, @Brendan Schema, a Finance intern at Kroger Delivery and a standing Junior at @University of Michigan -Dearborn campus. To anyone who has leveraged Click & Collect/Pick up or ordered Home Delivery from their retailer - I for one have - will find this episode interesting…! Podcasts links here: 🍎 Apple Podcast: https://podc...
Aug 15, 2023•27 min•Season 4Ep. 94
🧭This week I’m CURIOUS about… ways to approach Operational Excellence in the Consumer Affairs space. To help me... is my guest and colleague, Catherine Guidi-Scherm , Operations Manager of Consumer Care at the Campbell Soup Company . Cathy’s operational leadership style focuses on balancing system requirements, agent autonomy, and effective training to enhance both agent satisfaction and overall operational efficiency in the consumer care space. She really made me think 🤔about some of the conv...
Aug 08, 2023•39 min•Season 4Ep. 93
🎀Hello my curious colleagues! This week I’m curious about…Benchmarking Social Media Engagement, Systems & Operation Team’s Leadership. To help me, learn…we've got my colleague – @Rakeb Araya - System Project and Operations Manager at @General Mills Consumer Care…! Rakeb is a true Consumer Relations devotee, just like me, and I couldn't be more excited to welcome her to the show. Get ready for an informative conversation! Join us for this episode (Ep 92) packed with valuable best practices b...
Aug 01, 2023•26 min•Season 4Ep. 92
