Future of Service

The Hidden Profit Center

We discuss Brett's new book  - The Hidden Profit CenterBrett Frazer is a Customer & Employee Experience Executive, with 18+ years in customer experience success, leading teams and organizations delivering world-class operations. I excel at driving customer and employee loyalty that improves organizational bottom line. Renowned for delivering operations excellence, leveraging best-in-class customer support cultures and infrastructures.He is proficient at directing employee success across complex organizations from start-ups to multinationals to create measuring points to identify opportunities for improved employee engagement, connectedness, and career advancement. Sunbasket needed to reduce customer churn due to poor quality. As VP, Customer Service, Brett led Total Quality Initiative across Operations, Logistics, Food Product, Digital Product, and Marketing teams. He analyzed VOC measurements, correlated quantitative purchase, skip, and churn data then streamlined the quality scorecard and broke down silos of independent qualitative VOC measurement. Succeeded in reducing quality issues while improving NPS and growing TrustPilot rating from 2.8 to 4.7.Sunbasket needed to increase the likelihood of new customers moving from trial to habituation. As VP Customer Service, he assessed reasons for customer trial period concerns. He designed and executed programs with Marketing to improve customer onboarding, evaluated timing/content of messaging then completed A/B tests of proactive onboarding outreach and introduced in-product messaging prompts to the customer journey. Succeeded in increasing habituation with further rate increase predicted.Brett is an expert at utilizing quantitative and qualitative data to design, implement, and improve customer experiences across the entire customer journey to drive customer loyalty and retention.I am passionate about ingraining customer and financial outcomes-focused approaches across Contact Centers, Marketing, Operations, and Development teams.To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

Transfer of Experiences

In this episode of The Future of Service podcast, hosted by Jonathan Shroyer, listeners are in for a treat as Jonathan sits down with the brilliant business consultant and strategist, Andrea Swanner. Andrea, the founder of MBA, shares her wealth of knowledge and experience, offering invaluable insights into building a strong foundation for new businesses.Tune in to this episode to discover how you can transform your new business from surviving to thriving. Andrea Swanner's expertise provides a roadmap for entrepreneurs, guiding them towards building flourishing ventures and achieving their dreams.To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

AI Cognition driving CX and the Human Experience

Peter Voss, the CEO of aigo.ai, is renowned as an innovator, serial entrepreneur, engineer, and scientist. His life's mission revolves around bringing human-level AI to the world, aiming to optimize human flourishing. This ambitious goal, often referred to as the Holy Grail of AI, holds the promise of significantly reducing costs for various products and services. It also involves providing support from PhD-level AI researchers to address pressing issues such as disease, energy, and pollution. Moreover, Peter envisions empowering individuals through expert personal assistants, enhancing productivity, problem-solving abilities, and overall well-being. His dedication to this mission spans over two decades, and he is currently leading a major initiative to leverage aigo.ai's deep expertise and standard-setting commercial technology. This initiative aims to rapidly bridge the gap to achieve comprehensive human-level capabilities.Peter finds immense excitement in this endeavor, recognizing its potential for profound positive impact on humanity. He invites others to join aigo.ai in scripting the next chapter in the story of human progress. The organization actively seeks staff, advisors, collaborators, and investors to accelerate their progress.aigo.ai's technology stands apart due to its unique approach. Unlike prevalent 'Big Data' statistical or generative AI methods, aigo.ai's approach implements an Integrated Cognitive Architecture rooted in a profound understanding of human intelligence requirements. This approach distinguishes itself by overcoming the inherent limitations of Big Data methods.Peter Voss's journey in the realm of technology commenced in electronics engineering. He founded his first company and later developed a comprehensive ERP package, leading the company from its inception to a 400-person IPO within seven years. In 2002, Peter, along with two others, coined the term AGI (Artificial General Intelligence) and published a book on the subject. Since then, he has steadily focused on developing, commercializing, and enhancing the core technology essential for achieving human-level AI.To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

Human Design and Business Success

Sunita Kumar, the founder of business alchemist, is a seasoned marketing veteran who identifies herself as the CEO (Chief Energy Officer). Her unwavering passion lies in catalyzing meaningful change through systemic progress rather than superficial fixes, seeking transformational experiences for all those involved.Drawing upon her executive background rooted in classic business expertise, Sunita complements her skills with extensive entrepreneurial know-how, making her a well-rounded leader. She possesses the remarkable ability to quickly adapt, engage in conversations with anyone, navigate through uncertainties, and effortlessly grasp new technologies.Over the course of her professional journey spanning more than two decades, Sunita has been a trailblazer in innovation and pioneering "firsts" across diverse industries such as consumer products, software, healthcare, and digital content. Her experiences range from leading teams in globally renowned brands to successfully founding and operating multiple profitable B2B and B2C businesses, all with a consistent focus on embracing evolution.Sunita's exceptional talent lies in connecting the dots and discerning complex patterns within diverse systems. Her keen eye allows her to spot trends in the market ahead of others and translate data into actionable insights that drive growth.Having established herself as a trusted partner, Sunita has worked closely with an impressive roster of major clients and brands, including St. Jude Medical Device, Abbott Healthcare, Amazon, Intuit, SolarCity, Visa, Cisco, Aveva, Rockwell Avionics, American Express, Freshly, L'Oreal, Vivendi, Vodafone, AOL, JPMorgan Chase, and numerous Fortune 100 companies under non-disclosure agreements.Sunita's commitment to her work is evident in her dedication to her profession, and she holds degrees in Operations Engineering from Cornell and Marketing/Corporate Strategy from the MBA program at the University of Michigan Ross School of Business. Additionally, she possesses a second MSc in Nutrition and Functional Medicine, showcasing her diverse and multi-faceted approach to both business and personal development.To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

The Future of Work

Host Jonathan Shroyer talks with Karl Swanepoel, the CEO of Revolancer, a rapidly expanding freelance marketplace with over 20,000 users. Karl, a tech entrepreneur based in the UK, shares his journey and vision for the platform.Revolancer has garnered support from prominent investors, including London-based VC SFC Capital and notable angels such as Bob Skinstad, the former captain of South Africa's national rugby team. Additionally, their esteemed advisory board boasts the co-founder of Just Eat, a leading global online food delivery marketplace.Through Revolancer, Karl aims to revolutionize the way freelancers, businesses, and independent professionals operate by eliminating the burden of exorbitant 20% commission fees. Join Karl and explore the future of work on this insightful episode.To connect with Karl Swanepoel, visit his LinkedIn profile or email him at ceo-office@revolancer.com.To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/