In this episode, Mark Brody, sits down with Sue Mintz for an insightful dive into the non-financial side of retirement planning. As a certified retirement transition coach and founder of Retirement Hood, Sue brings a wealth of knowledge to the table. Together, they explore the often-overlooked non-financial aspects of retirement, emphasizing the importance of finding purpose, social engagement, and identity in this new phase of life. From discussing the "messy middle" of retirement to the concept of "unretirement," Sue offers valuable insights and practical advice for navigating the emotional and practical challenges of retirement. Get ready for a thought-provoking conversation that may just change your perspective on retirement planning.

In this episode of Coffee Talk With Brohawk, Mark Brody is joined by the incredible Katie Mares, a best-selling author, international speaker, and customer experience consultant focusing on the female consumer. Katie shared her powerful journey of resilience as a domestic abuse survivor and founder of the supportive online community, Ladies Take Control. She emphasized the importance of small daily victories and finding purpose in what one can control. From her mantra of "Only good can come from this situation" to her advice for women to take control and believe in themselves, Katie's insights are truly inspiring. She also discussed the significant influence of women in the global economy and the need for organizations to understand the female consumer persona. This episode is filled with courage, resilience, and important conversations about women's influence and the challenges they face in the workplace. So grab your coffee and get ready for an empowering and thought-provoking episode with Katie Mares on Coffee Talk with Brohawk!

In this episode of Coffee Talk With Brohawk Mark Brody is joined by his featured guest, Greg Pollock, Vice President of Communication Services for the Deaf (CSD). Learn about CSD's impactful work in the telecommunication industry, their evolution from TTY technology to the development of direct video calling, and the importance of creating equitable experiences for millions of Americans. Additional Greg shares his tactics for unwinding after a stressful day, his passion for networking at accessibility-related conferences, and his insights into the challenges faced by the deaf and hard of hearing community. So grab your favorite beverage, and join us for an engaging and thought-provoking episode of Coffee Talk with Brohawk featuring Greg Pollock.

In this episode of Coffee Talk with Brohawk, Mark Brody, sits down with Amin Salahuddin, a local entrepreneur and community leader, to discuss his journey from business ownership to community engagement. Amin shares his insights on finding purpose as an entrepreneur, overcoming challenges, and giving back to the community. Join us as we explore the intersection of business and community involvement and learn from Amin's resilience and commitment to making a difference.

In this episode of Coffee Talk With Brohawk, host Mark Brody sits down with the "Godfather of Talent Optimization," Matt Poepsel. Together, they dive deep into the world of talent optimization, emphasizing the critical connection between people and business success. They explore the importance of understanding individuals' communication and work styles, and the impact of placing the right person in the right role. With a focus on data-driven approaches and practical techniques, they uncover the keys to optimizing performance, engagement, and well-being in the workplace. Join us as they blend professional insights with personal anecdotes, touching on everything from generational dynamics to tactics for winding down after a long day. So grab your coffee, sit back, and enjoy this engaging and enlightening conversation!

On this episode of Coffee Talk With Brohawk, Mark Brody is joined by Manu Dwievedi, Director of Insights with Etech. Manu and Mark dive into the the impact of AI on today's contact center from both a customer experience perspective as well as the impact AI has on humans in the contact center. Great conversation with a lot of interactive conversation!

On this episode of Coffee Talk With Brohawk, Mark Brody is joined by Sheri Kendall to discuss Psychological Safety and its impact on today's contact centers. From having a best friend at work to leaders recognizing when employees need a moment, Sheri offers some great insight on this topic.

In this episode of Coffee Talk with Brohawk, Dr. Mark Alpern joins host Mark Brody to discuss the vital role of workforce management (WFM) in contact centers. Dr. Alpern shares insights on capacity planning and introduces Cinareo, a revolutionary software solution designed to focus on the Capacity Planning science of WFM strategies. This engaging conversation offers valuable industry expertise and practical advice for optimizing workforce planning. Tune in for an enriching discussion that's sure to inspire a fresh approach to WFM.

On this episode of Coffee Talk with Brohawk Mark Brody is joined byJames Dragatsis, owner and founder of BeyondHME. In this episode, James reflects on his career and shares valuable insights on building successful businesses. He emphasizes the importance of learning, patience, and building strong relationships with customers. James shares his experiences in the healthcare and food industries, and the role that culture plays in his businesses. He also dives into the significance of customer service, customer success, and customer engagement. So grab your cup of coffee and get ready for an inspiring conversation about business success, culture, and customer relationships with James Dragatsis on Coffee Talk with Brohawk!

Denese shares insights from a recent study conducted by JD Power. The study focuses on customer expectations and experiences across various industries, aiming to identify leaders in the customer service arena. She discusses the challenges brands face in meeting these expectations, such as finding the balance between self-service options and human interaction. Denese emphasizes the importance of agent knowledge and personalization, as customers expect agents to be aware of their history and previous interactions. She also shares key recommendations for brands, including the need to listen to customer feedback and take action on it, as well as leveraging technology to create personalized and omnichannel experiences. Join us as we dive deep into the world of customer service and learn from Denese's expertise on how brands can enhance their customer experiences. Plus, stick around until the end to discover Denese's hidden talent and gain some insights into her passion for cooking. Get ready for some valuable insights and engaging conversation in this episode of "Coffee Talk with Brohawk" featuring Denese Waiters!

We have an engaging conversation with Ben Gertz about the challenges and rewards of remote training in the hybrid work era. Join our host, Mark Brody, as he discusses the importance of adapting training methodologies, building a strong organizational culture, and the role of networking in the learning and development field. Get ready for a thought-provoking episode packed with valuable insights and practical advice. Let's dive in and enjoy our Coffee Talk with Ben Gertz!

In this episode Frank Mendoza joins Mark Brody to talk all about the fascinating topic of AI and its role in complementing customer experience strategies. During this episode, Frank shares his insights on how AI can be effectively integrated into CX strategies to enhance long-term success. We delve into the challenges organizations face when adopting AI, including uncertainty and a lack of intentionality, and Frank provides valuable advice on how to overcome these hurdles. We also discuss the importance of asking the right questions before implementing AI, and how this can lead to a more personalized and loyal customer base. Additionally, we explore the impact of AI on industries such as marketing and contact centers, and how organizations can leverage AI to stay competitive. Frank delves into the ethical considerations surrounding AI and urges organizations to use it responsibly.