My Curious Colleague ~ CPG CX

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 assistants (Ep. #95 with Joe Mazer, Michelin Tires).3. Brand & Quality Insights—insights via sentiment analysis and trend identification (Ep. @91 with Gotham at Yogi).Listen in to get a worker bee’s perspective on AI’s potential for smaller teams and more. 🎧 #NewPodcastEpisode #AI #ContactCenter #ConsumerRelations

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 leadership. The conversation also delves into the significance of AI in customer experience and the role of data analytics in driving business decisions. Chapters00:00 Introduction to SOCAP and the Data & Analytics Workshop04:14 Abe's Journey to Leadership in SOCAP07:48 Details of the Upcoming Data & Analytics Workshop11:55 Exploring AI in Customer Experience14:48 Benchmarking and Data Analytics Insights SponsorshipsThis episode is sponsored by @SOCAP – the industry group for Consumer Affairs Professionals. “Come for the knowledge, Stay for the network.”  Check out all the benefits of becoming a member at socap.org#socapinternational

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 information, and preparation instructions. Thoughts:Effectively reviewing packaging artwork is important in the consumer relations role to ensure it can reach consumers.,,!Focus on specific information like contact details, hours of operation, and language support.Check nutrition facts, ingredient statements, allergen information, and preparation instructions for accuracy and clarity.Be close to the brand and consumers to identify potential issues and improve the product's appeal and avoid confusionChapters00:00 Introduction: The Importance of Reviewing Packaging Artwork in Consumer Relations02:49 Checking Specific Information in Packaging Artwork04:10 Ensuring Accuracy and Clarity in Nutrition Facts and Ingredient Statements05:36 The Significance of Preparation Instructions and Allergen Information06:34 Being a Second Pair of Eyes for Consumer-Friendly Packaging07:03 Considering Romance Language, Recycling Information, and Front-of-Pack Design

🔬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, and the importance of collaboration between product development and consumer affairs.Link to episode in Comments below...Special Offer: Tamanna offers a special opportunity for listeners to consult with her on their career challenges & questions. The first 5 listeners who reach out to Tamanna Ramesh, MS, MBA via DM on LinkedIn https://lnkd.in/gSD5Q9qu will have the opportunity for a free 15-20 minutes consultation w/Tamanna to discuss pressing career questions and gain strategic guidance. Tamanna's side passion project is owner/coach at Spark Career Services. www.sparkcareerservices.com Chapters00:00 Introduction and background02:48T he importance of relationships in the contact center05:09 The process of product development07:45 Key concepts in product development16:16 Collaboration between consumer affairs and product development19:05 Career coaching opportunity with Tamanna Ramesh* product development, contact center, collaboration, consumer affairs, food science, STEM, innovation, sensory attributes, line extension, specifications

🎆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/g42HNUrphttps://lnkd.in/e738cffA 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 for insights into coaching and unlocking your potential.How to take the (free) PrinciplesYou assessment: https://principlesyou.com/Offer:  First 10 people to DM Andrea, get a choice of a free 15-minute debrief session with her after taking the PrinciplesYou Assessment , or a copy of her book Decide to Be Your Future Self.

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 environmental action. Additionally, Nicole offers a free PDF on the United Nations' Sustainable Development Goals, inviting listeners to DM her or Denise on LinkedIn to get a copy and start making a difference today.

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 is Key: Balance sharing necessary information while keeping proprietary details confidential. 🔹 💪 Empower Your Agents: Equip your team with up-to-date product info and images to boost their confidence and engagement. Don't miss this episode, packed with actionable tips to elevate your contact center! 🚀🔗 Check it out now: www.mycuriouscolleague.com P.S. Visit my new website for past episodes, YouTube videos, and grab your free official sticker! 🎉SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌  TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/106-curious-about-creating-faqs-that-boost-your-agent-s-confidence-your-consumers-experience/transcripts#contactcenter #customerexperience #faq #customerengagement#cpgcx #marketingtips  #podcast

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/eg8CASqSpotify: https://lnkd.in/eqSQKJx Here's some highlights of what we discussed:🔄 Dual Support Dynamics: We explored the merging of retail and food service responsibilities, predicting a future where all consumer CPG colleagues handle both sides due to evolving service models.🤝 Best Practices: Vicky emphasized the importance of building strong internal relationships and detailed how her team manages complex food service interactions, highlighting their project management approach.📈 Future Outlook: We discussed the growing trend of combining retail and B2B business models, which can expand agent skill sets and improve quality tracking across products.SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/105-curious-about-supporting-the-food-service-side-of-the-business-in-the-contact-center-w-vicky-cherne-manager-of-consumer-affairs-and-customer-concerns-at-land-olakes/transcripts#podcast #consumerrelations #consumeraffairs #foodservice #cpg#socapinternational

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 and drive success.📈 Elevate your business: Hear real-life examples of how companies are achieving remarkable results by embracing flexible outsourcing models. TRANSCRIPT LINK: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/104-curious-about-on-shoring-to-blended-shoring-in-between-contact-center-operations-set-up-options-w-michael-ferrazi-chief-customer-officer-avantive-solutions-inc/transcripts#outsourcing #blendsourcing #customerexperience #cpgcx #cx

🚦 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 on Tuesday 5/14/24 to take a listen to the FULL episode: Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157 #consumerrelations #cpgcx #caringdeeplyforyourconsumers #consumercarereporting #socap

👁️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 the company's objectives. ·        🧠 Empowering Contact Center Agents: With a clear line of sight into the marketing plan, agents are better prepared. They can familiarize themselves with new products, receive relevant training, and be ready to handle customer inquiries confidently. This preparation leads to a more seamless customer experience. ·        🤝 Bridging the Brand and Consumers: Having accurate and timely marketing information benefits both the brand and its consumers. Brands can prepare FAQs, training materials, and gather feedback to improve future initiatives. For consumers, this results in a more positive experience with informed and confident agents.  TRANSCRIPT LINK: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/102-curious-about-benefits-challenges-of-gaining-a-line-of-sight-to-your-brands-marketing-plans-for-contact-centers/transcriptsSPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 #cpgcx #contactcenter #customerfeedback #cpg #socap

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, includingWalmart, Kroger, CVS, and more, offering flexibility to consumers.✉️ Instant Gratification -Barcode-based digital coupons can be emailed directly to consumers, allowingfor quick and easy redemption without the need for mailing physical coupons.🔒 Fraud-Proof - These digitalcoupons are designed with security in mind, ensuring they can only be used onceand reducing the risk of fraudulent redemptions. Geoge shares why they are moresimilar to debit cards…🌱 Eco-Friendly - By eliminatingthe need for printed coupons, this digital approach helps reduce paper wasteand contributes to a more sustainable future.Tune in to learn more about the technology behind digitalcoupons and how they're shaping the future of CPG customer service! Episodes mentioned: #99 Coupon Reimbursement in the CPG Contact Center https://podcasts.apple.com/us/podcast/99-curious-about-coupon-reimbursement-in-the-cpg/id1565590157?i=1000651863411SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/101-digital-coupons-in-the-cpg-contact-center-w-george-patilis-managing-director-tpg-rewards/transcripts#podcast #consumerrelations #cpg #digitalcoupons #technology #innovation @socapinternational #cpgcx

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.📊 Tracking Strategies: Learn about different approaches to monitoring consumer feedback, from benchmarking against similar reformulation initiatives to comparing year-over-year data. We'll share tips on collaborating with marketing teams to get close to the reformulation and what to potentially expect to hear from consumers.Remember, and especially with Reformulated products -- contact center feedback can lead to special partnerships with loyal consumers, even when the comments sound like complaints. 🎧 Tune in to gain a POV of how contact centers can play a pivotal role in understanding consumer acceptance of reformulated CPG products. Links will be in the comments.Episodes mentioned in this Episode: #2 New Products Tracking  and #11 Advertising Comments TrackingSPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 TRANSCRIPT: https://mycuriouscolleague.transistor.fm/episodes/100-analyzing-reformulated-products-in-the-cpg-contact-center/transcript#cpgcx #contactcenter #productreformulation #customerfeedback #cpg

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 gesture can nurture goodwill and pave the way for stronger consumer advocacy down the line! ·        📈 The Art of Coupon Forecasting: Discover the secrets to successful coupon forecasting and implementation, from coordinating with marketers to utilizing print-on-demand and digital coupons. Let's make sure your coupon game is on point!  Link to Episode 6 Gaining a Line of Sight to Marketing Plans on all the podcast players. My Curious Colleague ~ CPG CX: S1 E6 Getting Close to Marketing Plans to Ultimately Care for Your Consumers on Apple PodcastsWebsite: www.mycuriouscolleague.com

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 sustainability and empowering home cooks shines through every word!Tune in as we delve into topics like customer service, building trust, and the magic of authentic connections. 🤝✨ Plus, discover some fantastic tips and tricks to level up your kitchen game and approach your business! Wanna try these new delicious AIOLI packed with BOLD flavor from Haven’s Kitchen? Head to their site, havenskitchen.com and shop any 4-pack of AIOLI with 15% off using code: CPGCX. Choose from Sunshine Chili Aioli, Zesty Jalapeño Aioli, Chili Bang Bang Aioli or Herby Yuzu Aioli. Dip, Drizzle and Spread on everything!Offer ends April 30th, 2024. Plan to listen now on your favorite podcast player and prepare to be inspired! Transcript here: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/98-curious-about-creating-authentic-connections-w-founder-alison-cayne-havens-kitchen/transcripts#mycuriouscolleague #podcast #inspiration #cookingjourney

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 titled “The Experience Maker”.  If you stick around during this brief snippet, I’ll give you a sneak peek of & chat about the Table of Contents and what you can expect…! And P.S. he dedicated the book to YOU…! At the end of this brief episode, I share an exclusive offer Dan created for our Community. 50% off Dan's interactive Master Class titled the Experience Maker Master Class. Use promo code: CURIOUS at check-out. --- Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message

🍽️ 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 listen in on Tuesday for how to get the details on BOTH of these…!  Key highlights:🍄Food Trends Explored: Think hot trends like tin foods, mushroom mania, & alcohol-free spirits transforming the culinary world.🍳 Cooking Sources Revealed: Jane’s sharing which source for recipe & cooking ideas has usurped the #2 spot on the list. P.S. Trust is still the main driver for long term adoption tho. Can you guess…??🍽️ Futuristic Kitchens Unveiled: Have you ever heard about a Scullery…? Discover the buzz about hidden kitchens & their impact on kitchen design. Plus, learn about packaging choices that may be more essential than ever.  🏆 Innovation Contest Alert: Learn how to enter the health & wellness innovation contest sponsored by WIT & Lake Nona Institute. Craft kitchen solutions for a chance to win $10,000! Contact Jane at jane@smartkitcheninsights.com for more details. 🌟FREEBIE Alert:  Be the first 5 persons to email Jane to win an exclusive 25-min 1:1 trend insights session. Email Jane at jane@smartkitcheninsights.comand let her know your interest.  💲Ad colleague (Liquid I.V.):Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.

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/2NmNkE7c2qqPpnHI7mTais Transcript here: https://share.transistor.fm/s/4c94c13bKey highlights:ü  Vendor and Technology: Michelin uses Rule based AI - a chatbot software, to power Mitch working with a BPO (Business Process Outsourcing) company called Foundever.com to manage the chatbot.ü  Evolution and Learning: Over time, Mitch's capabilities have evolved based on the questions and interactions it receives. The team continually refines Mitch's responses and knowledge base based on user queries and feedback. That seems hard…! But Joe breaks it down for us…!ü  Pre-Purchase Assistance: Mitch primarily handles pre-purchase inquiries, guiding customers through the tire selection process, providing information on specifications, and directing them to dealers for purchases.ü  User Experience and Training: Mitch's initial appearance on the website was adjusted to provide a more subtle and user-friendly experience. The chatbot's training involves analyzing user interactions and improving its responses, with a focus on addressing common user queries.ü  Improving Customer Experience: Mitch has not only reduced call volume but has also contributed to a better user experience on the Michelin website and surprisingly now…Generates Revenue: Mitch has been utilized to send leads to the "buy now" button on Michelin's website, generating revenue by guiding customers to dealers for tire purchases.💜 Joe’s non-profit organization shout out goes to the Harvest Hope Food Bank www.harvesthope.org  Harvest Hope Food Bank is one of the organizations that Michelin supports in Greenville, SC whihc provides food and resources to people in need. Love that one, Joe…!So… thank you Joe for joining me on S4 Ep95 – Full Episode out now on the @My Curious Colleague podcast.  As always, thank you for all for your support My Curious Colleagues…!  💲Ad colleague (Liquid I.V.):Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code: MYCURIOUSCOLLEAGUE ] to save 20% off anything you order. #businesspodcasts #consumerelations #customerexperience #chatbots #CPGCX #CPG #socapinternational 💲Ad colleague (Liquid I.V.):Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.

🌽 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://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais  Key highlights:🛒 Robotic Revolution: Step into Kroger's Delivery thru the eyes of Brendan, where robots handle groceries delicately and maintain quality across temperature zones.🛍️ Seamless Satisfaction: Hear about the customer-centric approach to grocery delivery, from precise substitutions to app-driven weather adjustments, all aimed at delivering a seamless experience.🛒 User-Driven Innovation: Uncover the balance of technology and human touch, as Brendan highlights how customer feedback shapes everything from substitutions to delivery, ensuring exceptional customer service.💜Brendan’s non-profit organization shout out goes to Forgotten Harvest. Kroger partners with organizations like Forgotten Harvest, sharing their commitment to addressing food insecurity. www.forgottenharvest.org. Appreciate Brendan sharing that one… So… thank you Brendan for joining me on S4 Ep94 – Full Episode out now on the My Curious Colleague 🔍 #CPGCX podcast on your favorite podcast player. As always, thank you for all for your support My Curious Colleagues…!  💲Ad colleague (Liquid I.V.):Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code: MYCURIOUSCOLLEAGUE ] to save 20% off anything you order. #customerexperience #cpg #podcasting #krogerdelivery  💲Ad colleague (Liquid I.V.):Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.

🧭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 conventional wisdom I held in these areas…! Podcasts links here: 🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais  Key highlights:📌 Empowering Operational Leadership: Cathy Guidi-Scherm reveals her innovative leadership style that empowers agents to grasp the "why" behind tasks, fostering a sense of belonging and value within the Team.📌Smart System Automation: Cathy challenges traditional approaches to required fields, advocating for a balanced system automation that prioritizes critical information while boosting agent efficiency.📌Engaged Agents, Stellar Service: Cathy's vision emphasizes engaged agents as crucial team members, promoting transparency through structured feedback and empowering them to provide strong customer interactions. 💜Cathy’s non-profit organization shout out goes to National Ovarian Cancer Coalition, urging listeners to raise awareness about ovarian cancer and take early action. www.ovarian.org So… thank you Cathy for joining me on S4 Ep93 – Full Episode out now on the My Curious Colleague 🔍 #CPGCX podcast on your favorite podcast player. As always, thank you for all for your support My Curious Colleagues…!  💲Ad colleague (Liquid I.V.):Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code: MYCURIOUSCOLLEAGUE ] to save 20% off anything you order. #customerexperience #cpg #podcasting  💲Ad colleague (Liquid I.V.):Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.