Thirsty Thursdays with CCWomen
By Customer Contact Women (CCWomen)
With research, history, and a good cup of coffee on their side (or whatever beverage they are feeling that day) they are excited to talk about ways we can continue to make the working world a better place for women.
Join us for a new episode every other Thursday. Every episode will feature interviews, discussions, think pieces, and other fun surprises all centered around topics that you want to explore.
Thirsty Thursdays with CCWomenOct 27, 2022
#36 THRIVING THROUGH TRANSITION with Christine Eunji Kim
We only live once. What do we do when we have dreams to fulfill, but are held back by our fear of change? What happens when we face the unexpected and need resilience to help us persevere?
Our guest, Christine Eunji Kim, is a Senior Software Engineer at DraftKings and a freelancing actress. Driven by her passion for both tech and expressive storytelling, Christine navigates her two worlds with confidence and flexibility. She talks about how her experiences feed her growth mindset, empower her to break cultural barriers as a Korean-American woman, and pursue big goals even when uncertainty threatens to be louder than ambition.
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Thirsty Thursday is a deep dive into what’s going on today with women in the customer contact industry, and in the business world at large.
With research, history, and a good cup of coffee on our side (or whatever beverage we are feeling that day), we are excited to talk about ways we can continue to make the professional landscape a better place for women.
#35 MAXIMIZING IMPACT FOR WOMEN LEADERS with Lisa Laronde
Our guest today, Lisa Laronde, is the President of RSG International and a prominent advocate for women leaders navigating male-dominated spaces. She’s especially passionate about storytelling, elevating underrepresented voices, and creating an empowered community.
In this episode, we talk more about her personal journey as a leader in construction and how her experiences drive her to maximize impact for women everywhere.
Check out Lisa Laronde's podcast, "The Powerhouse Project" here.
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Thirsty Thursday is a deep dive into what’s going on today with women in the customer contact industry, and in the business world at large.
With research, history, and a good cup of coffee on our side (or whatever beverage we are feeling that day), we are excited to talk about ways we can continue to make the professional landscape a better place for women.
#34 INNOVATING INWARD with Aparna Bavle
What does it look like to innovate inward and build a fulfilling career? Join us as Aparna Bavle, Leadership Coach, shares a few best practices for navigating your professional growth toward confidence, curiosity, and creativity.
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Thirsty Thursday is a deep dive into what’s going on today with women in the customer contact industry and in the business world at large.
With research, history, and a good cup of coffee on our side (or whatever beverage we are feeling that day), we are excited to talk about ways we can continue to make the professional landscape a better place for women.
#33 EMBRACING GROWTH with Sallie Freas
Change is daunting, but it also opens doors to new and exciting opportunities. Tune in to hear how Sallie Freas, Senior Vice President, Program Manager of Workforce Management, IVR Routing, and Insights of Truist Bank, continues to invest in her decorated career.
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Thirsty Thursday is a deep dive into what’s going on today with women in the customer contact industry and in the business world at large.
With research, history, and a good cup of coffee on our side (or whatever beverage we are feeling that day), we are excited to talk about ways we can continue to make the professional landscape a better place for women.
#32 BUILDING RESILIENCE with Monica Vasquez
What does it look like to nurture our career growth and build our resilience? Join us as our guest, Monica Vasquez, Senior Vice President, Care Center Director of Truist, shares her experiences.
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Thirsty Thursday is a deep dive into what’s going on today with women in the customer contact industry and in the business world at large.
With research, history, and a good cup of coffee on our side (or whatever beverage we are feeling that day), we are excited to talk about ways we can continue to make the professional landscape a better place for women.
#31 EXPLORING SELF-EMPOWERMENT with Maureen Kamaishah
Our February theme is on leadership. Women make up nearly half the workforce, yet we see so few of us taking high level executive roles. Whether because of societal barriers, imposter syndrome, or lack of resources, we have a more difficult time growing our careers and shattering the glass ceiling–or repairing the broken rung.
It’s important to empower our community—but to do that effectively, we also must know how to empower ourselves. Sometimes, as women, we don’t always have a clear roadmap for what that might look like. Luckily, our guest today does.
Maureen Kamaishah is the Senior Director of Customer Experience at HelloFresh. She’s a mentor, a natural helper, and a lover of all things CX, tech, and women empowerment. As a leader, she dedicates her time to creating diverse spaces that commit to equitable practices. She believes there’s a fine balance in pushing organizations toward meaningful change and advocating for our own careers, turning all types of experiences into special opportunities.
#30 BATTLING IMPOSTER SYNDROME with Whitnee Hawthorne
Imposter syndrome. We all know about it; many of us struggle with it. It’s a gnawing, lingering feeling of inadequacy that hinders our professional growth. We tell ourselves that we can’t instead of thinking of all the ways we can. So, how can we conquer it and soar to new heights even when the doubts try to hold us down?
Our guest, Whitnee Hawthorne, is a keynote speaker, author, and Fortune 500 and start-up executive with a strong background in leadership, customer contact, and operational excellence. Aside from her decorated career, she’s also a thriving mom of two, and is passionate about guiding other working women as they figure out the balance between caregiving and driving organizational change. She believes that women, especially mothers, don’t have to sacrifice their career journeys to tend to their other priorities.
Follow Whitnee at:
https://thesavvyworkingmom.com/
#29 SETTING MINDFUL GOALS with Kathryn Lee
CCWomen’s December Theme is about working “smarter, not harder.” We approach the end of the year, which means companies may be scrambling to finish any last-minute assignments and hit Q4 goals. Amid a chaotic and busy season, people need to pause, reflect, and identify how to work in ways that’re most sustainable for them. After all, no one can pour water from an empty well.
Our guest, Kathryn Lee, is a therapist based in New York. With a compassionate and evidence-based approach, Kathryn collaborates with her clients as they navigate the complexities of mental health and helps cultivate best practices that empower them to thrive. Here, she discusses the importance of mindful goal-setting and how it sets people up for a more long term and sustainable success.
#28 MAINTAINING BALANCE with Lily Pan
CCWomen’s December Theme is about working “smarter, not harder.” We approach the end of the year, which means companies may be scrambling to finish any last-minute assignments and hit Q4 goals. Amid a chaotic and busy season, people need to pause, reflect, and identify how to work in ways that’re most sustainable for them. After all, no one can pour water from an empty well. Our guest, Lily Pan, is a program manager at Google, a NYC native, and chronic illness advocate. With a love for people and a passion for disability awareness, Lily talks about the importance of finding balance and restoration in our fast-paced world.
#27 UNVEILING AUTHENTICITY with Jessica Lovell
CCWomen’s November Theme is belonging. In today’s fast-paced, rapidly changing professional landscape, it can be difficult for women to find a safe place where they can learn, grow, and thrive alongside other people. Fostering belonging in the workplace provides opportunities for all of us to show up as we are and know that we'll be accepted with open arms.
Our guest today is Jessica Lovell: a champion for change, a lover of process improvement, and a seasoned leader with 25+ years of industry experience. In this episode, she shares how her personal journey empowers her to operate boldly and confidently, cultivating spaces where authenticity can thrive.
#26 WHY BELONGING MATTERS with Jasmine Reno
CCWomen’s November Theme is belonging. In today’s fast-paced, rapidly changing professional landscape, it can be difficult for women to find a safe place where they can learn, grow, and thrive alongside other people. Fostering belonging in the workplace provides opportunities for all of us to show up authentically, and know that we'll be accepted with open arms.
Our guest today is Jasmine Reno, the vice president of call center operations at Flagstar Bank, and an expert in all things client experience, process improvement, and customer service. We explore her personal career journey and how it inspires her to show up for people everyday.
#25 LEADING THROUGH CHANGE with Michelle Brigman
It's August and our theme for the month is self care.
It's the end of summer, which means it's time to recharge and reflect before fall sets in.
Sometimes being a leader and being in charge comes with a lot of stress and a lot of burnout. There are decisions to make, there are choices to make their teams to lead. All the while responsibilities can build up in other parts of your life, it can be hard to lead through change, to lead with empathy, and to make sure to cut out time for yourself along the way.
Our guest today is Michelle Brigman, who is an executive coach, a consultant, a podcast hosts CX expert, and somebody who's been through the wringer when it comes to leadership and everything that entails.
In this interview, we talk about leading through change, self care, work life balance, and taking your career into your own hands.
#24 BEST PRACTICES ON SELF-CARE with Cheryl China
Self-care is something we all struggle with. Mental health days, or a day at the spa, are temporary solutions to burnout and stress. So how can we take care of our well-being consistently and mindfully?
Today’s guest, Cheryl China, SVP, Director of Credit Card Servicing of Citizens Bank and 2023 CCWomen Hall of Fame Inductee, shares her best practices on how she prioritizes her well-being and encourages her employees to do the same. In this day and age, life moves quickly. Cheryl is here to show us that taking care of yourself is a top priority to sustain a meaningful and well-balanced life.
#23 STRATEGIES FOR LEADING WITH EMPATHY with Julia Anas
Leading with empathy is not just a buzzy phrase. It is proven to make teams stronger and happier, and when teams are stronger and happier, workplace productivity skyrockets.
Julia Anas, Chief People Officer at Qualtrics, is here to tell us exactly how we can lead with empathy in measurable ways, even when every employee has different needs.
This conversation blew my mind, and I am so excited to share it with you!
Love what you hear? Check out more content at customercontactwomen.com, where you can also become a CCWomen Member and unlock exclusive content and networking opportunities!
#22 SHOWING UP FOR WORKING PARENTS with Cheryl Gregware
I don't think I realized how hard my mom worked until recently.
Juggling a full-time job, three kids, and a household all at once seems superhuman to me now. Our guest, Cheryl Gregware, is another supermom. She is also the AVP, Manager of Customer Service of ChoiceBank. Cheryl is a CCWomen Member and is here to share all about what it means to be (and support) a working parent in today's workplace!
If you love what you hear, then you're in luck-- the CCWomen Digital Membership Platform is here. Exclusive content, mentor matching, networking with women executive, book clubs, and so much more. If you're interested, sign up here.
How do you show up as a working parent? Let us know at ccwomen@cmpteam.com, or on IG @ccwomenstrong!
#21 HOW TO BE A WOMAN IN TECH with Kathryn Murphy
When you think of a person who works in tech, what do you think of? We all have stereotypes of certain jobs and the people who do them...especially when certain industries have long been male dominated. Luckily, women have been taking names in the tech space in recent years, our guest today included. Kathryn Murphy is the SVP of Product and Design at Twilio. In this conversation, we talk about all things customer experience, AI, and data...and we also touch on the particular challenges of being a woman executive in the tech industry. I hope you enjoy this amazing conversation as much as I did!
If you love what you hear, then you're in luck-- the CCWomen Digital Membership Platform is launching in just a few short weeks. Exclusive content, mentor matching, networking with women executive, book clubs, and so much more. If you're interested, sign up here. We can't wait to see you there.
How do you challenge stereotypes as a woman in tech? Let us know at ccwomen@cmpteam.com, or on IG @ccwomenstrong.
#20 HOW TO NETWORK THE RIGHT WAY with DEAI Expert Christina Giordano
Christina Giordano is a DEAI expert, storyteller, partnerships manager, content creator, and podcast host. She has interviewed over 400+ executives and thought leaders on her podcast, "Reimagining Company Culture." Recently, she's been thinking about layoffs. She's also been thinking about how to use networking to create opportunities and genuine relationships-- especially for women of color.
In this conversation, we talk all about what it's like to be "the only one" in a workplace, layoffs, the job hunt, DEAI, and, of course, NETWORKING.
Christina offers strategies and actionable advice for building your network, and your brand, in the best way possible-- which is so important for marginalized employees.
Don't miss it-- tune in today, and make sure to connect with Christina for more insight!
Love what you hear? We have more where that came from. CCWomen Membership launches next month. Networking, book clubs, opportunities, VIP access to events, resources-- you name it, we've got it year-round. Click here to be first in line.
#19 HOW TO SAY NO...AND TAKE UP SPACE with Dr. Jasmine Escalera
Joining us on this week's insightful episode is Dr. Jasmine Escalera, career and confidence coach for women of color.
In this incredible conversation, we sat down to chat about saying NO, taking up space, and demanding what you're worth as a woman of color or underrepresented employee in the workplace.
Luckily for us, Dr. Escalera is heading a keynote at June's CCWomen Summit in Las Vegas, our biggest and boldest event of the year. Join us as Dr. Escalera dive deeper into how taking up space and saying NO gives you more space to say YES.
Want more CCWomen? Our membership platform launches in June. Click here to be first in line.
#18 DISABILITY ADVOCACY IN THE WORKPLACE with Wandy Felicita Ortiz
Joining us on this week's episode is celebrated writer, analyst, and disability advocate Wandy Felicita Ortiz! Wandy was a speaker at the 2023 CCWomen Summit in San Antonio, where she led an illuminating discussion on AI and gender bias. Wandy has also written about accessibility in the hiring process, pay equity for women, and more hot button DEAI topics.
In this conversation, we sat down in Bryant Park to talk disability advocacy for Disability Awareness Month, which took place in March. Whether you are a disabled employee or looking to become an advocate for disability equity, this is a must listen.
Want more CCWomen? Our membership platform launches in June. Click here to be first in line.
#17 MENTORSHIP 101: FINDING THE RIGHT MENTOR AND BUILDING GENUINE CONNECTIONS with Judith Platz
It's almost summer, which has us all thinking about how to achieve the goals we set for ourselves earlier this year.
One way to grow, professionally and as a person, is through mentorship. Mentorship, defined, is a guidance- based relationship between an experienced person in a company or educational institution and a less-experienced person. But mentorship is a dynamic relationship that changes based on the individuals involved. So how do you define what mentorship means to you? And how do you find the right person to be your mentee, or your mentor?
Enter Judith Platz, Chief Customer Officer of Supportlogic, extraordinary mentor, and inductee of the CCWomen Hall of Fame.
In this episode, Judith and I sat down to talk all about mentorship! Tune in to learn:
- How to find the right mentor for you, and build a genuine relationship
- How NOT to approach the mentorship relationship
- What mentees and mentors gain from the experience
- How to make mentorship work for you
...and so much more!
We have so much happening in CCWomen world. Our membership platform launches in June, and along with a wealth of resources and networking opportunities, we will also host a mentor-matching service! We can't wait to show you what we've been working on. Interested? Fill out this form to be first in line.
#16: HOW TO USE STORYTELLING TO BUILD YOUR BRAND with Elizabeth Solomon
Storytelling. Brand. Authenticity. These are all words that float around the professional space, especially in customer-facing industries like CX. And while they can seem buzzword-y, each of these words gets to one of the key goals all of us have in our customer-facing businesses– to be real, and to connect with our customers on a human level.
Our guest today has built her career and her ethos on “storytelling,” what that means, and how it can be a powerful tool for professionals in the office and in building their personal brand.
Elizabeth Solomon is the VP of (Digital/CX) at FleishmanHillard, and she is also a speaker! She loves to talk about all things storytelling, authenticity, and how to use your personal and brand voice to connect with others.
Tune in to catch some amazing insight on:
- how to sharpen your leadership skills
- how to be authentic at work and through your brand voice
- how to use storytelling to build your personal brand
and so much more!
The CCWomen membership platform launches in June! Interested? Let us know and be first in line.
#15 HOW TO: CELEBRATE NATIONAL WOMEN'S HISTORY MONTH with the CCWomen Team
March is National Women’s History Month. Despite a lot of people knowing that this is the case, we often don’t really know what that means...or how people celebrate beyond a pink logo or an Instagram post. And don’t get me wrong, Instagram is a great way to celebrate, but how do we celebrate National Women’s History month in our day to day lives? Whether that’s at home, at work, out in the world, or in the things we choose to talk about and consume?
Join the CCWomen Team as we discuss the surprising history of National Women's History Month, actionable ways to celebrate women who tell our stories, and how CCWomen is celebrating women year round!
This was such a fun chat, and we can't wait for you to share your thoughts.
The CCWomen membership platform launches in June! Interested? Let us know and be first in line.
#14 HOW TO: STOP COMPETING WITH OTHER WOMEN AT WORK with executive panelists Naheed Adil, Hui Wu-Curtis, and Kathy Phelps
Raise your hand if you've been personally victimized by another woman in the workplace ✋
Why does this happen? Well, pitting marginalized groups against each other, and sewing discord within marginalized groups, is a technique that’s been used for centuries to prevent these groups from demanding better treatment.
And yet, there is still so much hostility and competition in the working world between women who, at the end of the day, just want to be treated as equals.
For this episode, we’re throwing it back to CCW San Antonio, where we held our first CCWomen Summit of the year. Our session, “When Women Are Our Own Worst Enemies: How to Break the Cycle of Female Rivalry,” was a huge hit.
Our executive speakers, Kathy Phelps (President, C-lect), Dr. Hui Wu-Curtis (Co-Founder & COO, SupportU) and Naheed Adil (Former VP Journey & Experience, Boxed) shared wisdom and insight into how to break the cycle of unhealthy competition among women and instead foster celebration.
As we know at CCWomen, celebration is the best form of resistance-- because when we celebrate, we band together.
Make sure to listen and drop us a comment if you've ever been a victim (or perpetrator!) of female rivalry in the workplace. Let's stop this cycle in its tracks! 🎧 Follow us on IG @ccwomenstrong as we celebrate National Women's History Month all month long! And reach out at ccwomen@cmpteam.com if you want to be the next guest on the CCWomen pod-- I can brew enough coffee for the both of us.
#13 HOW TO: INVEST, NEGOTIATE, AND MAKE MONEY MOVES with gender equity advocate Nicole Kyle
What is the best way to make the most of that tax return, or that bonus?
Where should I put my money, and for how long, and why?
How do I ask for a promotion and a raise?
And why do I not know any of this by now?!
Perhaps you're a money mogul, or perhaps, like me, you're frustrated at the lack of financial education you received growing up.
The gender mismatch in financial education is not a coincidence, and it goes way back. Hardly 60 years ago, women were not even able to open up a credit card in their own name. And now, most of the plentifully available financial resources out there are created by men. Often, these resources don’t take into consideration the specific financial needs of women, especially women of color.
Luckily, in 2023, there are scores of women entrepreneurs, gender equity advocates, and financial educators who are creating content around investing, saving, retiring, and building wealth. One of these women is Nicole Kyle, a gender equity advocate, financial education advocate, co-host of the podcast "I [ALSO} Want Money" and LinkedIn Top Voice for gender equity.
In this incredible conversation, join Nicole and I as we discuss:
- why gender equity in financial education is so important
- what we can do to build personal wealth
- the ins and outs of investment and negotiation
...and so much more.
If you want to connect more with CCWomen, you can follow our LinkedIn page, and on IG @ccwomenstrong. We are rolling out our CCWomen Membership Platform in just a few short months, so stay tuned– we’re bringing you mentor matching, exclusive access to executives, networking opportunities, workshops, book clubs, and so much more!
* As always, today's guest is speaking with us as a gender equity advocate, and the opinions expressed are solely her own and do not express the views or opinions of her employer. *
#12 HOW TO: UNDERSTAND AND USE AI...THE RIGHT WAY with author and AI expert Kavita Ganesan
Artificial Intelligence (AI) is taking the world by storm, and the customer contact industry is no exception.
However, with a frenzy of media attention and hype comes a frenzy of fear and misconceptions. What can AI actually do for us? What CAN'T it do? How do we determine which automation problems need AI solutions in the first place?
Kavita Ganesan is here to address these questions, and so much more. Author of The Business Case for AI: A Leader's Guide to AI Strategies, Best Practices, and Real-World Applications, Ganesan has spent the last few decades on the ground floor of AI innovation. As an AI expert, strategist, and consultant, Kavita Ganesan joins us to discuss how AI can be a powerful business tool-- when understood and used correctly.
Join us for this exciting conversation and learn:
- What kinds of problems might benefit from an AI solution
- What AI can offer to the customer experience, and what it can't
- How AI can help CX professionals mine data and connect with customer needs
- The limitations of AI, and the misconceptions in popular media
- Biases in AI and the importance of women in AI development and learning
and so, so much more!
We are so thrilled to highlight women who are changing the game in this industry and beyond. As always, follow us on IG @ccwomenstrong, and on LinkedIn at CCWomen. And watch this space-- we've got new episodes every other Thursday.
#11 HOW TO: BE AN INCLUSIVE LEADER with CCWomen Executive Panelists
Back in October, we had the privilege of gathering over breakfast to hear from 5 incredible women executives:
- Sharon James Jordan, VP, Client Solutions, Alorica
- Lathana "Jadah" Hawkins, SVP, Alorica
- Karen Mitchell, Sr. Director, Product Management, Mariott Intl.
- Juanita Coley, CEO & Founder, Solid Rock Consulting
- Kristin Witten, Manager, Match
These women are leaders in their field, decision makers, and game changers-- so, naturally, it was an honor to moderate the conversation as we talked all about inclusive leadership, what it means to be a leader, and how women can lead us into the future.
Our San Antonio CCWomen Summit is on January 30, 2023 at the Grand Hyatt in San Antonio, TX. Our summit day is packed with incredible speakers, activities, opportunities to network, and life-changing insight into DEI, leadership and professional development, work-life balance, and so much more.
You can sign up here for the event-- you don't want to miss it.
As always, follow us on IG @ccwomenstrong, and on LinkedIn at CCWomen. And watch this space-- we've got new episodes every other Thursday.
#10 HOW TO: BOUNCE BACK, BALANCE, AND SET INTENTIONS with guest Stefnie Howley
Stefnie Howley is a Project Manager at Match. She is also a coach, entrepreneur, author, relationship expert, and working mother of three. How does she balance it all?
Well, Stefnie is here to tell her story, and to share some wisdom about how she got to where she is today. Join this can't miss conversation to learn:
- How to bounce back with intention after a layoff
- How to find balance and equilibrium as a working parent
- How to set goals for your future, and how to make every experience count along your journey
And, as a bonus, Stefnie shares some invaluable relationship advice from her experience at Match.
Like what you hear? Then you don't want to miss out on our next live event. We are so excited to have Stef as a speaker at our CCWomen Summit in San Antonio on January 30, 2023, where she will talk all about goal-setting as we ring in the new year. You can learn more here, or by emailing us at ccwomen@cmpteam.com.
Be sure to follow us at @ccwomenstrong on IG, and follow our LinkedIn page, CCWomen.
We're so excited to be back for season 2. Stay tuned for more incredible insight from gender equity influencers, AI and CX experts, executives, coaches, and more!
#9 HOW TO: CONQUER IMPOSTER SYNDROME & EMBRACE ENTREPRENEURSHIP with guest Thamina Stoll
I was so fortunate to speak with Thamina Stoll this week. Thamina is a superstar in Big Tech, a gender equity advocate, a coach, an entrepreneur, host of Femme Hive, a podcast that helps young women make their way toward financial and professional success, and founder of Give Her Dollars, a platform for women to share knowledge about wealth-building and financial literacy.
There are so many incredible and inspirational moments in this conversation, but one of my favorite takeaways is that "imposter syndrome" is produced by systemic issues and institutionalized prejudices, so advocacy is one of the best ways to get the root of the problem.
And advocacy can look like a lot of things. In this episode, we discuss:
- Advocacy through financial literacy and knowledge sharing
- The importance and impact of women entrepreneurs, and how to embrace "radical independence" or entrepreneurship alongside work
- The ROI of gender equity advocacy and DEAI advocacy in the workplace
- Self-advocacy: when to hustle vs. when to rest
- What companies need to know about Gen Z & Millennial employees
and much more.
How do you advocate for gender equity? Follow us on IG @ccwomenstrong and let us know your thoughts.
Like what you hear? Give us a shout at ccwomen@cmpteam.com. We'd love to hear from you.
#8 THE FUTURE OF BLACK FRIDAY: TALES OF THE BEST (AND WORST) CX | Grace Gilbert, Sandy Ko, Taylor Salmons
You're surrounded by Tupperware. You just had pie for breakfast. You stretch your fingers and take a sip of coffee from a mug your mom had made with your sibling's face on it.
You open your browser to hundreds of emails. 10%, 25%, 30% off.
It's time to play the biggest game of consumer Monopoly of the year.
Black Friday has evolved over the last century-- and especially over the last ten, fifteen years. We're wondering, though, about the future. With an ever-evolving technological landscape and rapidly shifting consumer behavior and expectations, how will companies rethink their biggest sales events of the year?
Join Sandy, Taylor, and myself as we discuss:
- The weird history of Black Friday
- The gamification of Black Friday: which companies are killing the game, and which companies are watching from the sidelines
- Bad customer experiences and how brand loyalty factors into sales season
- Gen Z expectations of Black Friday & conscious consumption-- what companies need to know to delight the next generation of consumers
- Consumer trends & technological trends (VR, anyone?): how we foresee the future of Black Friday
& much more.
How do you participate in Black Friday? And how is your company adapting to fit the consumer expectations of holiday season sales? Follow us on IG @ccwomenstrong and let us know your thoughts.
Like what you hear? Give us a shout at ccwomen@cmpteam.com. We'd love to hear from you.
#7 LESSONS FROM AN EX-CALL CENTER AGENT: INSIDER TIPS ON EMPLOYEE ENGAGEMENT | Grace Gilbert, Taylor Salmons | Thirsty Thursday
Who doesn't love a bit of gossip?
This week, we bring you the lowdown on employee engagement from none other than our own Taylor, an ex-contact center agent in the sustainable fashion industry.
Agent and employee attrition rates might be higher than you'd like, but that doesn't mean you can't engage your people. Sometimes, you gotta answer the call from inside the house in order to find solutions.
Join us as we discuss:
- Best and worst strategies for engaging consumer-facing employees.
- The role brand consistency has in amplifying employee loyalty.
- Juicy stories from our worst (and best) customer support experiences.
& Much more!
How are you engaging employees even in turbulent times? And, if you're a consumer-facing employee, what do you wish your company knew about your role? Follow us on IG @ccwomenstrong and let us know your thoughts.
Like what you hear? Give us a shout at ccwomen@cmpteam.com. We'd love to hear from you.
#6 MAKE A BUSINESS CASE FOR DEI with guest Yemi Akisanya | Yemi Akisanya, Grace Gilbert | Thirsty Thursday
Diversity, equity, and inclusion, or DEI, is one of the hottest topics in the business world right now. But companies still find themselves challenged by DEI efforts. Some lack the infrastructure and people power to successfully integrate DEI programs and recruit (and, more importantly, retain) diverse talent.
If your company wants to do better, or if you are just interested in the ins and outs of DEI, then let me introduce you to Yemi Akisanya, today's featured guest on the CCWomen pod. Yemi Akisanya is the Global Head of DEI at Groupon, and we were so fortunate to have him speak for CCWomen at our last live event. Hear Yemi's keynote speech, "The Business Case for DEI," from CCW Nashville's main stage program, and learn:
- What DEI is all about
- How to attract and retain diverse talent
- The benefit and ROI of DEI initiatives
and more!
Want even more insight into how DEI is transforming the workplace? Follow us on IG @ccwomenstrong. Interested in being featured? Don't hesitate to DM us-- we can brew enough coffee for the lot of us.
#5 BECOME A CUSTOMER SUCCESS CHAMPION with guest Jennifer Chiang | Grace Gilbert, Sandy Ko, Jennifer Chiang | Thirsty Thursday
Our first guest interview (cue the confetti!) is with none other than Jennifer Chiang, the head of Customer Success at Seso Inc. and celebrated author of the Amazon bestseller, The Startup's Guide to Customer Success: How to Champion the Customer at Your Company.
Join us as we talk all things CS-- how to take the pulse of your product to develop a customer success strategy, how to integrate customer success cross-departmentally, and how to juggle it all while getting a start-up off the ground.
Whether you are a customer success all-star in an established company, or in a completely different role in a tech startup, if you have a customer that you want to delight, then this podcast is for you!
Thanks so much, Jennifer, for joining us. You can find The Startup's Guide to Customer Success here. You should definitely pick up a copy-- and maybe pair it with some Sudoku puzzles and a bowl of noodles, two of Jennifer's self-professed favorite things.
Want more insight into how women are changing the CX game? Follow us on IG @ccwomenstrong. Interested in being featured? Don't hesitate to DM us-- we can brew enough coffee for the lot of us.
#4 LIVE FROM CCW NASHVILLE: MEET THE CCWOMEN TEAM | Grace Gilbert, Sandy Ko | Thirsty Thursday
CCWomen spent last week in Nashville for Customer Contact Week, the largest customer contact conference in the world. We chatted with friends at the #cutestboothinAmerica during Expo Hall hours and put on two incredible events. And, most importantly, we gave out some pretty cool swag.
Join Sandy & I live from a conference room at CCW Nashville as we talk event recap, favorite brands, customer contact insight, and, of course, hot chicken.
Don't want to miss out? Follow us on IG @ccwomenstrong for more fun.
But only if you're a Dolly Parton stan.
#3 THE WAGE GAP "REGRESSION" AND THE POST-COVID RECESSION | Grace Gilbert | Thirsty Thursday
What am I drinking? Apple cider. How expensive was it? I'd rather not say.
Join me as we talk all about inflation, the wage gap, and how major crises affect women in the workplace-- from a global pandemic to a national recession.
More importantly, join me as we talk about what we can do about it.
#2 HOW TO: BALANCE YOUR ENERGY & GET THAT PROMOTION | Grace Gilbert, Jill Brown, Farah Noor Khan | Thirsty Thursday
Are you a fan of dirty chai lattes? Becoming an expert at work-life balance? How about finally getting that promotion or raise?
Hear from two powerful women executives as they speak at the 2022 CCWomen Summit in Las Vegas, Nevada.
Farah Noor Kahn is the SVP of Customer Experience (CX Strategy) at GSW, powered by Syneos Health. She's had quite the journey-- from graduating straight into the 2008 recession to becoming a high-level executive within a decade. Listen as Farah shares the essentials to fast-tracking your promotion and raise. What do you have to leverage? And how do you leverage it?
Jill Brown is a CEO, Founder of her own coaching service, CHRO, and Entrepreneur Mentor. She has it all-- and she wants to share with you how she got here. Follow along as Jill shares essential insight into the nebulous concept of work-life balance. How do you balance your time, stay in your power, and preserve your energy? How do you overcome the many hurdles that get in the way of being the CEO of your own life?
We're glad you're here. And we can't wait to hear what you think.
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#1 WORK-LIFE BALANCE | Grace Gilbert | Thirsty Thursday
Hi all! Welcome to the very first Thirsty Thursday feature– the most exclusive club on this very specific corner of the internet.
My name is Grace Gilbert, the chief content creator at Customer Contact Women (CCWomen).
Thirsty Thursday is where I make myself a nice bevvy (latte, sparkling water with fruit, something Fanc) and dive deep into what’s going on today with women in the customer contact industry, and in the business world at large. With research, history, and a good cup of coffee on my side, I’m excited to talk about ways we can continue to make the working world a better place for women.
Today’s beverage? A tiny espresso with a tiny splash of oat milk in a tiny blue espresso cup that I found at Goodwill.
Today’s topic? It’s the phrase heard around the world– the Microsoft Teams ping that keeps you up at night.
Work-life balance.