Customer Experience

Every strong customer experience begins with a team that feels confident, supported, and prepared. But as workplaces change, with remote work, new tools, and faster technology, how we train and connect with our people has to change too. In this episode of the Etech Leadership Table CX Podcast, Manu Dwievedi sits down with Michelle Norcross, a Contact Center Expert who has spent years helping teams grow through learning that’s simple, practical, and meaningful. Together, they explore how training can be redesigned for today’s world — shorter lessons, real-time coaching, and technology that helps people learn in a more personal way. Michelle shares how small improvements in how we teach, listen, and give feedback can make a big difference in how teams feel and perform. About the Episode This episode is all about keeping learning human in a digital workplace. Manu and Michelle discuss what modern training looks like when it’s done right, easy to follow, built around real needs, and designed to help every team member succeed. You’ll hear real stories from Michelle’s years leading contact center teams: what broke when everyone went remote overnight, what actually works when training in short bursts, and how AI went from intimidating to empowering. From blending technology with empathy to making training more flexible and engaging, you’ll discover ideas that can help any organization build stronger, more confident teams.   Why This Conversation Matters Make Learning Stick: See how bite-sized, focused lessons help people remember and apply what they learn Stay Connected: Learn how human connection builds confidence, even in remote and hybrid environments Use Tech with Purpose: Find out how AI and digital tools can make learning easier without losing the personal touch. Keep Growing:Understand why ongoing coaching and real-time feedback keep teams engaged and motivated   What You’ll Learn   How to make training flexible and engaging for everyone How role-playing and real-world simulations help agents go from knowing to doing How to use AI and tech to personalize coaching The value of short, focused training sessions Simple, practical ways to build connection and confidence when everyone’s working from different places. Meet the Experts Michelle Norcross – Contact Center Expert Manu Dwievedi – AVP, ETS Labs Watch Now: Transform Your Contact Center Training Strategy See how smart contact centers are making training more meaningful, more effective, and more human even in a digital world. Learn simple, practical ideas you can use right away to help your team feel more confident, more supported, and ready to create great customer experiences. Because when your people feel valued, your customers feel it too. 👉 Watch the full episode now and ignite transformation in your organization. 📢 Don’t miss future conversations on leadership and CX — subscribe to the Etech Leadership Table CX Podcast.

Picture this: You Walk into work Monday morning, and instead of the usual departmental walls, you see colleagues from different teams brainstorming together over coffee. Marketing is chatting with IT about a customer pain point. Sales is sharing insights with Customer Service. Everyone’s working toward the same goal—making life better for the people you serve. Sounds wonderful, doesn’t it? Unfortunately, many workplaces struggle with silos—when departments work in isolation rather than harmony. It’s not anyone’s fault, really. It just happens as organizations grow. But here’s the beautiful thing: it’s absolutely fixable, and the results are transformative for everyone involved. About the Episode: In this inspiring episode of the Etech Leadership Table CX Podcast, our host Melissa Wood sits down with the incredibly knowledgeable Annette Franz, CEO of CX Journey Inc. and author of books like Customer Understanding and Built to Win. With three decades of helping organizations create better experiences, Annette brings such warmth and practical wisdom to the challenge of bringing teams together. Her approach isn’t about blame or quick fixes—it’s about understanding people and creating environments where collaboration feels natural and rewarding. Why This Conversation Matters: See the Bigger Picture: Discover how small changes in teamwork create ripple effects that reach every customer interaction Build Bridges, Not Walls: Learn gentle yet effective ways to help teams understand each other’s perspectives and challenges Try Tools That Actually Work: Get your hands on simple, human-centered strategies like job shadowing and cross-team coffee chats that make real connections happen Create Something Beautiful: Design a workplace culture where kindness, understanding, and shared purpose guide every decision What You’ll Learn:   The gentle art of noticing when hard work isn’t translating into teamwork How one meaningful conversation can shift an entire team’s perspective Simple rituals and experiences that naturally bring colleagues closer together How the right technology can help teams connect (and when to put the tech aside for human moments) Why the best leaders focus on modeling connection rather than demanding it Why small, consistent acts of cooperation build the strongest foundation for lasting customer relationships Meet the Experts: Annette Franz – Founder & CEO of CX Journey Inc., Author, and Customer Experience Leader Melissa Wood – Dean of Leadership Development at Etech Global Services Ready to Transform Your Workplace? Watch now and learn the art of turning workplace friction into genuine teamwork. See how small changes create big wins for your colleagues, your customers, and you. 👉 Watch the full episode now and ignite transformation in your organization. 📢 Don’t miss future conversations on leadership and CX — subscribe to the Etech Leadership Table CX Podcast.

A strategy can guide you, but a movement transforms you. When customer experience shifts from being a set of goals on paper to a shared purpose that people live every day, that’s when real cultural change begins. About the Episode: Most organizations have a customer experience strategy written down somewhere — but few have managed to turn it into a true CX movement that inspires people at every level. In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Katie Stabler, CX Expert, consultant, and author of the CX-ISM to uncover what it takes to move beyond strategies on paper and create cultural transformation that lasts. Through stories, practical frameworks, and real-world lessons, Katie shares how leaders can breathe life into their CX efforts transforming them from checklists into a company-wide movement that people believe in, live, and champion. Why You Should Watch: See the Difference Between a Strategy and a Movement: A strategy lives in documents. A movement lives in people. Katie explains why CX needs to go beyond structure and become part of company culture. Get a 5-Step Leadership Blueprint: Learn Katie’s practical framework for embedding CX into every corner of your organization from frontline to boardroom. Turn Resistance into Advocacy: Discover why people resist change (hint: it’s often fear) and how to involve them so they become champions of customer experience. Measure What Really Matters: Don’t stop at NPS or CSAT. Learn how to track cultural shifts, behavior changes, and business outcomes to see the long-term impact of CX. Harness the Power of Storytelling: Understand how leaders can use stories to humanize data, connect emotionally, and remind teams why CX truly matters. What You’ll Hear: The key differences between CX strategies and CX movements Katie’s 5 ways to embed customer-centric thinking at every level How to address resistance to change with involvement and clarity The blend of metrics that reveal true CX impact Why storytelling is the foundation of sustaining CX transformation Meet the Experts: Katie Stabler – CX Leader, Consultant & Author of CX-ISM Melissa Wood – Dean of Leadership Development, Etech Watch Now and Start Your CX Movement Whether you’re leading a small team or shaping strategy for a global brand, this episode will give you practical tools and fresh inspiration to turn customer experience into more than just a plan. Because CX isn’t a department. It’s a movement. 👉 Watch the full episode now and ignite transformation in your organization. 📢 Don’t miss future conversations on leadership and CX — subscribe to the Etech Leadership Table CX Podcast.

The best experiences are built on empathy.Because before people remember what you said or did, they remember how you made them feel. That’s the real science of emotional intelligence in action. About the Episode: Behind every customer conversation and every team interaction is something deeper — a brain at work, an emotion at play, and a connection waiting to happen. In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Sandra Thompson — emotional intelligence coach, TEDx speaker, and author — to explore how psychology and neuroscience can shape better experiences for both customers and employees. This isn’t theory — it’s practical insight into how understanding the human brain can help us lead with more clarity, connect with more empathy, and design experiences that truly matter. Why You Should Listen Discover the Brain Behind Behavior – Learn how the amygdala — our brain’s emotional center — drives reactions, and why recognizing it can transform CX and EX. Unlock the Power of Daily Practice – See how small, consistent habits reshape the brain, creating lasting skills and resilience in teams. Explore Empathy in the Age of AI – Hear why machines may help us become more empathetic — but can never replace the human touch. Spot the Hidden Blind Spots – Understand the common EQ gaps leaders overlook — and why addressing them is essential for healthier, happier workplaces. What You’ll Hear: Why emotions matter more in shaping customer and employee experiences How repetition and neuroplasticity make learning stick A powerful Serena Williams story that proves why context matters in emotions Why empathy isn’t about “walking in someone’s shoes” — and what it really is Practical tools to pause, reflect, and choose a better response at work Real Talk from the Conversation 💬 “If you understand the brain, you design better experiences.” – Sandra Thompson 💬 “Emotional intelligence is not soft — it’s the strongest skill you can build.” – Melissa Wood Meet the Experts: Sandra Thompson – Emotional Intelligence Coach Melissa Wood – Dean of Leadership Development at Etech Global Services. Watch Now and Lead with Emotional Intelligence Whether you’re serving customers, leading teams, or simply striving to grow — this episode will remind you that emotions aren’t barriers in business. They’re the bridge to stronger connections, smarter decisions, and lasting change. Subscribe to the Etech Leadership Table CX Podcast for more conversations that put people — and their stories — at the center of leadership and customer experience.