We discuss Brett's new book - The Hidden Profit Center Brett 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 ...

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 provid...

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...

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 leade...

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 Ju...

Sarah Worthy is the CEO and Founder of Doorspaceink, a leading SaaS company revolutionizing the way healthcare organizations retain and develop clinical talent. With a wealth of experience working within early-growth stage B2B tech startups, Sarah is passionate about assisting businesses in overcoming their most pressing data challenges. Recognizing the need for a solution to address clinical turnover in healthcare organizations, Sarah conceived DoorSpace® as a transformative technology. In...

Howard Tiersky, CEO of The Digital Transformation Agency, has had the amazing opportunity to help leaders at dozens of the world's largest brands navigate digital transformation. With over 20 years of experience in this field, Tiersky has developed methods to get organizational alignment around transformation and implement it successfully, which is detailed in his book, WINNING DIGITAL CUSTOMERS. After leaving a senior role at Capgemini 12 years ago, Tiersky started his own firm with ...

This episode features Joanna C. Mendez, M.A., a Career Student Affairs professional with more than 15 years of experience in international education, student services, recruitment, advising and retention initiatives with functional work ranging across development of supporting service for diverse and underrepresented students. Excellent communication and interest-based problem solving with an emphasis in workflow initiatives and coordination of strategic planning. Cultural self-awareness and ...

This week's guest is no other than Dr. Gail Gazelle MD, Assistant Professor of Medicine at Harvard Medical School and Master Certified Coach for physicians. Dr. Gazelle is faculty at Harvard Medical School, a 25-year practicing physician, and one of the preeminent physician coaches in America. She utilizes evidence-based neuroscience, mindfulness, and physician leadership techniques to not only help combat burnout, but to help physicians develop leadership skills, broaden emotional intellig...

Jonathan Shroyer talks with Jennifer Fisher, Chief Sales Officer - Higher Education at Worldstrides. Jennifer is an accomplished, results-driven senior sales executive with demonstrated career success growing revenue and new business. Almost 30 years recruiting, hiring, and training high-performing teams; building strategic partnerships to grow revenue and market share; defining and executing strategic vision; proactive decision-maker with the ability to communicate the vision and achieve bus...

“John is a world class customer success leader!...” Thiago Teodoro - Director of Product Management & Product Strategy, Malwarebytes ”...I have a high regard for John’s ability to lead and mentor others. And while I can deeply laud his work ethic, grace in receiving feedback, and love of technology, it is his sense of humor, humility, and partnership that I will miss the most...” Scott Morris - Head of Strategic Advocacy, MobileIron ”...John brings a combination of relationship manage...

Host Jonathan Shroyer talks with Ajaie Albert,Co-Founder of Xclusive Financial Class. Who is Ajaie Albert? #1. I have a desire to help everyone especially soldiers win at the financial game called “Capitalism” #2. As a Mentor Leader and Educator, I’m dedicated to always learn and develop to provide you with value (I will learn, implement, educate, and mentor). #3. I’m dedicated to creating family first generational millionaires and ensuring they have what they need t...

Host Jonathan Shroyer talks with Andrew Le, Partner at With My Coffee. Andrew is a creative agency owner with over 10 years of experience in the advertising/marketing space. He has scaled his agency from a team of 10 to over 40+ in the span of 2 years, managing a 30% annual client growth rate and simultaneously increasing profit margins by 300%. He has worked with over 300 clients over the years, ranging from new concepts to multi-unit franchises to billion-dollar corporations. ...

Host Jonathan Shroyer talks with Steve Gutzler,CEO and Founder of Leadership Quest. OUR GUEST: ►STEVE GUTZLER is the President of Leadership Quest, a Seattle-based Leadership Development company. ►INTERNATIONAL BEST-SELLING AUTHOR of seven highly-acclaimed books that have topped Amazon and have received rave reviews from readers. ►MASTER LEADERSHIP KEYNOTE SPEAKER– Steve is a dynamic, highly sought after speaker who has delivered over 2,500 presentations, to a who’s who li...

Customer Centricity World Series winner of CX Professional of the Year 2022, Clare Muscutt, is internationally recognised as ‘the thought leader who did the job’ and delivered multi award-winning commercial results, leading Customer Experience for some of the world’s biggest companies in hospitality, retail, and B2B, including Whitbread, Sainsburys, and Compass Group. In 2017 she founded her own CX design agency based in London and travelled the world as a global consultant and keynot...

Host Jonathan Shroyer Talks with Jeff Poffenbarger. Jeff is an experienced video game development professional with strong leadership, analytic, and communication skills. To learn more, please visit: https://www.arise.com/ Listen to more episodes on Mission Matters: https://missionmatters.com/author/jonathan-shroyer/

Linh Ho is a growth marketing and sales executive with strong background in technology. She has a proven track record in hiring and retaining high performing teams, designing GTM strategies, accelerating sales and marketing pipeline. She is an advisor to multiple tech startups, and a board member of non-profit organizations. She is continuing her executive education at MIT, and she graduated from the University of Ottawa. Disciplines: Business and Marketing Strategy | Product and Solu...

Host Jonathan Shroyer Interviewed Karen L. Clarkson, VP Go To Market Strategy and Partnerships ,Ricoh USA. About Karen L. Clarkson: 𝗛𝗮𝘃𝗶𝗻𝗴 𝘀𝗸𝘆𝗿𝗼𝗰𝗸𝗲𝘁𝗲𝗱 𝗮𝗻𝗻𝘂𝗮𝗹 𝗿𝗲𝘃𝗲𝗻𝘂𝗲𝘀 𝗽𝗮𝘀𝘁 $𝟭 𝗕𝗶𝗹𝗹𝗶𝗼𝗻 𝗮𝗻𝗱 𝗲𝘅𝗽𝗮𝗻𝗱𝗶𝗻𝗴 𝗙𝗼𝗿𝘁𝘂𝗻𝗲 𝟱𝟬𝟬 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝘀, I have developed an unsurpassed reputation for delivering growth and exceptional experience to both customers and internal stakeholders. My career has been marked by breaking down silos to strengthen collaboration across Marketing, Sales and Ideation. In fact, the key to m...

This episode highlights the CX Leader from Microsoft, Adobe, and Sun Basket, Brett Frazer. A simple statement, really, and a logical one considering your marketing and sales organizations (be they direct, channel or partners) have just promised them the best, be its simplicity, efficiency, productivity, creativity, security, privacy, connectivity, etc. Think of it, out of all the solutions; they chose yours; free or premium, perpetual or subscription, economy or luxury, stand-alone or...

Host Jonathan Shroyer talks with Carol Marshall, COO at ActivEngage. Carol is an innovative leader with expertise in building teams and developing the very best collaborative environments. Extensive experience in the automotive and contact center environment. Strategic vision and analytical skills proven to drive results while creating trust and passionate team members in a culture of accountability. To learn more, please visit: https://www.arise.com/ Listen to more episodes on M...