👑In this podcast episode #115, @Nicole Nutile, Board Chair of SOCAP for 2025, shares insights about the consumer affairs industry's future, the role of technology, and the upcoming major shifts for @SOCAP. With a focus on embracing technology, AI, transparency, and accessibility, SOCAP aims to create a more impactful, streamlined experience for its members through enhanced events and leadership.

Key Takeaways:

💡 SOCAP’s 2025 Vision: Emphasizing AI, transparency, and accessibility to keep up with evolving customer service trends.

🤖 Embracing AI: SOCAP sees AI as essential for its future growth, likening its integration to the early days of the internet. Nicole provides a funny Today Show thought from the early days of the internet!

🎤 National Conference Shift: SOCAP is consolidating its events into a single major conference, aimed at creating a stronger impact and broader audience.

🌍 Getting Involved: For newcomers, volunteering within SOCAP is a flexible way to expand your professional network without heavy time commitments.

📔Mark your calendars for this Tuesday, 2/11/25 to listen in to her episode (#115) on the My Curious Colleague 🔍 #CPGCX podcast. Nicole also is Customer Success Lead at Wiley, as well as SOCAP International's Board Chair this year.

Podcast link: https://lnkd.in/gYr8uKPf

#podcasst #cpgcx #socapinternational #socap2025 #aiincx #customerservice #leadership #networkingopportunities #socapevents

👨🏼‍🎓 This week, I had an insightful conversation with Bill Hartford, VP of Business Development at The Connection Company, on how text and chat technologies are supporting student enrollment in higher education. We explored how text and chat platforms are transforming the way colleges and universities engage prospective students and boost enrollment rates.

Here are the key takeaways from our chat w/stats per Bill:
🔑 Boosting Enrollment with Speed & Personal Touch:
• Immediate engagement through live chat makes universities 400x more likely to secure enrollments within the first 5 minutes of contact. Fast response time is critical!

🔑 Texting Takes It Further:
• Texting allows schools to re-engage prospective students, with up to 15% conversion after 30 days – creating valuable opportunities for long-term connections.

🔑 Empathy & Expertise Over Chatbots:
• Live agents, with real-time access to a school’s knowledge base, offer a higher level of personalized, empathetic service compared to AI chatbots, which ultimately drives more enrollments.

🔑 Flexibility for Both Students and Agents:
• The Connection Company supports 24/7 engagement with flexible scheduling for their agents, which is key to their success in serving a diverse, remote workforce.

If you’re curious about how text and chat technologies can improve your lead engagement strategies, check out my conversation with Bill Hartford. Don’t miss this opportunity to rethink how you connect with prospective students ... AND, if how this might inform your channel strategies in other industries ie CPG! 🎧

Bill's (ie William's) LINKEDIn link: linkedin.com/in/xpertvendor

Thanks again Bill for sponsoring this episode...!

#highereducation #texting #leadgeneration #customerengagement #cpgcx #podcast #innovations #studentenrollment #textmarketing #customerengagement #leads #enrollment #studentrecruitment #digitaltransformation #edtech #educationtechnology #remoteagents #studentengagement #educationmarketing #marketingstrategies

I'm thrilled to share the latest episode (#113) of the @My Curious Colleague podcast…. Join me for my (5) “Musings” where I look back and reflect forward on consumer engagement..!

• The Importance of a Seat at the Table: Why consumer focus is now non-negotiable for brands.
• The Rise of New Channels: Exploring the impact of ratings and reviews as the new frontier in consumer engagement.
• Trends Tracking: Being aware of the macro and micro trends that could affect your operations in the contact center.
• Evolving Reporting Structures: How the reporting landscape has shifted towards a more consumer-centric model.
• Consumer Insights: What the future may look like ie more holistic.

Tune in for thoughts IMHO may give you something to chew on as you plan your approach to consumer care in 2025! 🌟

in the news...! I'm honored that My Curious Colleague podcast has been featured in FeedSpot Top 70 CPG Podcasts (#16). Check it out: Top 70 CPG Podcasts Thank YOU!

#mycuriouscolleague #podcast #consumerengagement #cx #cpg #cpgcx

I'm thrilled to dedicate my first podcast episode of 2025 of the My Curious Colleague Podcast to Front Line Agents in the Contact Center.

🌟 This week, I sat down with @Beryl Krinsky, Founder of @B.Komplete to explore mindfulness practices and their role in supporting mental health, especially in high-stress environments like contact centers.

From navigating the challenges of corporate wellness to launching her own school, Beryl brings a wealth of experience and wisdom. Together, we discussed simple yet impactful ways to incorporate mindfulness into daily routines—whether you're a contact center agent, a business leader, or just someone seeking balance.
💡 Highlights include:
🔹 The "Five Senses Practice" to instantly reduce stress.
🔹 The surprising health benefits of mindful breathing.
🔹 Practical tips to fit mindfulness into a busy day—even in 10-second intervals!

This episode is perfect for anyone curious about making mental wellness a priority in 2025. Let’s start the year with intention and simplicity!

📖 Listen to the full episode and let me know in the comments: How do you practice mindfulness in your day-to-day life?
#mindfulness #podcast #consumerrelations

TIP: mark this episode about midway thru and work thru a mini mindfullness exercise with Beryl guaranteed to make you feel good...!

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.

Chapters

00:00 Introduction to SOCAP and the Data & Analytics Workshop

04:14 Abe's Journey to Leadership in SOCAP

07:48 Details of the Upcoming Data & Analytics Workshop

11:55 Exploring AI in Customer Experience

14:48 Benchmarking and Data Analytics Insights

Sponsorships

This 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 confusion

Chapters

00:00 Introduction: The Importance of Reviewing Packaging Artwork in Consumer Relations

02:49 Checking Specific Information in Packaging Artwork

04:10 Ensuring Accuracy and Clarity in Nutrition Facts and Ingredient Statements

05:36 The Significance of Preparation Instructions and Allergen Information

06:34 Being a Second Pair of Eyes for Consumer-Friendly Packaging

07:03 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

Chapters

00:00 Introduction and background

02:48T he importance of relationships in the contact center

05:09 The process of product development

07:45 Key concepts in product development

16:16 Collaboration between consumer affairs and product development

19:05 Career coaching opportunity with Tamanna Ramesh

* product development, contact center, collaboration, consumer affairs, food science, STEM, innovation, sensory attributes, line extension, specifications