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CX on Point with Miguel Ramos

CX on Point with Miguel Ramos

By CX on Point Podcast

Customer Experience has proven to be the key to success and growth for any organization. No one understands this better than Miguel Ramos and his team. The CX on Point podcast will bring you cutting-edge methods and trends in the Customer Experience. In addition, we will be interviewing industry leaders who are shaping the future of Customer Experience in healthcare, financial services, government, travel/hospitality, and the logistics sector.
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Currently playing episode

EP-016 CX on Point with Ed Archinue Part 1

CX on Point with Miguel Ramos

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EP-016 CX on Point with Ed Archinue Part 1
EP-016 CX on Point with Ed Archinue Part 1
CX on Point and Miguel Ramos welcomes Ed Arcinue for a fascinating discussion about the future of AI in the contact center. Will AI replace human agents? Tune in to find out.
17:24
November 15, 2022
EP-015 Part 2 CX on Point with Kyle McDowell
EP-015 Part 2 CX on Point with Kyle McDowell
Kyle McDowell is back on the CX on Point podcast for part two of his interview with our host Miguel Ramos. In this episode, Kyle will be sharing insights on how the 10 Principles for Building and Sustaining a Culture of Excellence came to be. He discusses how these principles can help organizations break down silos and challenge sacred cows. In addition, he provides practical tips on how leaders can create a culture of excellence in their own organizations. This is a must-listen episode for anyone who is interested in creating a high-performing organization.
19:36
November 10, 2022
EP-015 CX on Point with Kyle McDowell part 1
EP-015 CX on Point with Kyle McDowell part 1
As promised, Kyle McDowell, author of Begin with WE joined Miguel Ramos on the CX on Point podcast. Kyle shared insights on how the 10 Principles for Building and Sustaining a Culture of Excellence came to be. We are thrilled to invite you to tune in for part one of this two-part discussion.
20:29
October 13, 2022
EP-014 CX on Point with Giovanni Fernandez and Alicia Laszewski on CULTURE
EP-014 CX on Point with Giovanni Fernandez and Alicia Laszewski on CULTURE
Company culture has never been more critical in the workplace. Alicia Laszewski and Gio Fernandez discuss the Importance of Culture in the Contact Center in this episode of CX on Point. Host: Alicia Laszewski Guest: Giovanni Fernandez
39:27
September 19, 2022
EP-013 CX on point with Dan McCann from Symtrain
EP-013 CX on point with Dan McCann from Symtrain
Digitized Role-Play: In this CX on Point with Miguel Ramos episode, Dan McCann, Founder & CEO of symtrain shares how symtraining is revolutionizing the way frontline teams are onboarded, trained, and coached.
17:15
August 22, 2022
EP-012 CX on point with Giovanni Fernandez Part 2 - The Importance of Culture in the Contact Center
EP-012 CX on point with Giovanni Fernandez Part 2 - The Importance of Culture in the Contact Center
Please join us for the next CX on Point podcast where special guest Giovanni Fernandez, along with Miguel Ramos and Alicia Laszewski discuss, The Importance of Culture in the Contact Center.  As for the description of the podcast, I would say: Company Culture plays a vital role in the ongoing battle for retaining and attracting CX talent.
17:51
July 19, 2022
EP-011 CX on point with Giovanni Fernandez Part 1
EP-011 CX on point with Giovanni Fernandez Part 1
Join us as Miguel Ramos speaks with Giovanni Fernandez about what trends are starting to happen in the travel industry. 
17:18
June 23, 2022
EP-010 CX on point with Kobus
EP-010 CX on point with Kobus
The innovative thinking coming out of South Africa's Digital Tribe is nothing short of amazing. On this episode of CX on Point, Kobus Van Der Westhuizen and Ken Epstein discuss the future of contact center automation and digital transformation as a whole!
34:19
December 20, 2021
EP-009 CX on point with Ken Epstein and Rick Ferry
EP-009 CX on point with Ken Epstein and Rick Ferry
While Miguel was traveling to visit clients, P3 leaders Rick Ferry and Ken Epstein sat down to talk about trends in the contact center and some culture-building tactics that should never be replaced by technology.
19:25
November 18, 2021
EP-008 CX on Point with Cecillia Braggiotti
EP-008 CX on Point with Cecillia Braggiotti
On this week's CX on Point podcast, Miguel Ramos and Cecillia Braggiotti, Senior VP of Growth and Healthcare at Afiniti, discuss AI for Healthcare Contact Centers.
25:33
September 10, 2021
EP-007 CX on Point with Chris Eisdorfer
EP-007 CX on Point with Chris Eisdorfer
Have you cracked the code on transitioning quickly? On this week’s CX on point podcast, Miguel Ramos interviews Chris Eisdorfer, Owner & President at ECE Consulting Group. Chris shares unique insights on how transitioning to remote work in the Philippines worked differently and successfully; as well as many other innovative contact center solutions. Host: Alicia Laszewski Guest: Miguel Ramos, Chris Eisdorfer
21:13
July 21, 2021
EP-006 CX on Point With Brad Beakley
EP-006 CX on Point With Brad Beakley
Are travel companies ready for the rebound?  Find out what our guest, Brad Beakley of Hospitio, has to say about travel contact centers and the state of the industry overall!
30:59
June 02, 2021
EP-005 CX on Point with Todd Foley
EP-005 CX on Point with Todd Foley
Do you know what automation can do for your organization? On this week’s CX on point podcast, Alicia Laszewski and Miguel Ramos interview Todd Foley from Lydonia Technology to explore the topic of RPA – Robotic Processes & Automation and learn about the value of employing an automation strategy. Host: Miguel Ramos & Alicia Laszewski Guest: Todd Foley
20:03
May 06, 2021
EP-004 CX on Point With Matt Curtin Part 2
EP-004 CX on Point With Matt Curtin Part 2
Have you thought about off-loading labor-intensive tasks off the plates of your key players? This week on CX on point Miguel resumes his conversation with Matt Curtin from Pivot Point Consulting Group regarding Managed Services and Staff Augmentation – Part Two. Host: Miguel Ramos Guest Matt Curtin
14:33
April 21, 2021
EP-003 CX on Point With Matt Curtin - Pivoting in managed services & Staff augmentation Part 1
EP-003 CX on Point With Matt Curtin - Pivoting in managed services & Staff augmentation Part 1
What is the impact of change on an organization? We have all heard the word “Pivot” many times over the last year, but what is the ripple effect? This week CX on point welcomes Matt Curtin from Pivot Point Consulting group. Matt and Miguel will discuss the value strategic change can have on employees, customers, and an organization as a whole. Host: Miguel Ramos  Guest: Matt Curtin
17:46
April 07, 2021
EP-002 CX on Point with Sean Minter
EP-002 CX on Point with Sean Minter
Coaching is one of the most critical components of any contact center, particularly during the pandemic. Miguel and Sean Minter, CEO of AmplifAI share fantastic insights on coaching and the impact on agent performance.
25:40
March 24, 2021
EP-001 CX on Point with Miguel Ramos - Inaugural Podcast
EP-001 CX on Point with Miguel Ramos - Inaugural Podcast
We are very excited to announce the inaugural episode of CX on Point with Miguel Ramos!
19:55
February 19, 2021