
CX on Point with Miguel Ramos
By CX on Point Podcast
Customer Experience has proven to be the key to success and growth for any organization. No one understands this better than Miguel Ramos and his team. The CX on Point podcast will bring you cutting-edge methods and trends in the Customer Experience. In addition, we will be interviewing industry leaders who are shaping the future of Customer Experience in healthcare, financial services, government, travel/hospitality, and the logistics sector.

EP-018 NTI On a Mission to Help People with Disabilities Find Remote Contact Center Jobs!
EP-018 NTI On a Mission to Help People with Disabilities Find Remote Contact Center Jobs!
CX on Point with Miguel RamosMar 16, 2023
00:00
22:34

EP-018 NTI On a Mission to Help People with Disabilities Find Remote Contact Center Jobs!
EP-018 NTI On a Mission to Help People with Disabilities Find Remote Contact Center Jobs!
Finding and retaining contact center staff is a huge challenge. On episode 18 of CX on Point with Miguel Ramos, join Miguel and Alicia Laszewski as they welcome Kate Brouse, the Strategic Partnership Manager from NTI - The National Telecommuting Institute. Kate shares how NTI is a mission to help people with disabilities find remote contact center jobs and how contact centers can partner with NTI to staff their centers with these eager-to-work employees.
Mar 16, 202322:34

EP-017 Vendor vs. Partner Management: How to Make the Most of Your Partner Relationships
EP-017 Vendor vs. Partner Management: How to Make the Most of Your Partner Relationships
Miguel Ramos welcomes Mark Nolan to the CX on Point podcast for a robust discuss regarding Vendor vs. Partnership Management: How to Make the Most of Your Partner Relationships!
Jan 18, 202333:55

EP-016 Part 2 CX on Point with Ed Archinue
EP-016 Part 2 CX on Point with Ed Archinue
Part 2
CX on Point and Miguel Ramos welcomes Ed Arcinue for a fascinating discussion about the future of AI in the contact center. Will AI replace human agents? Tune in to find out.
Nov 28, 202214:17

EP-016 CX on Point with Ed Archinue Part 1
EP-016 CX on Point with Ed Archinue Part 1
CX on Point and Miguel Ramos welcomes Ed Arcinue for a fascinating discussion about the future of AI in the contact center. Will AI replace human agents? Tune in to find out.
Nov 15, 202217:24

EP-015 Part 2 CX on Point with Kyle McDowell
EP-015 Part 2 CX on Point with Kyle McDowell
Kyle McDowell is back on the CX on Point podcast for part two of his interview with our host Miguel Ramos. In this episode, Kyle will be sharing insights on how the 10 Principles for Building and Sustaining a Culture of Excellence came to be. He discusses how these principles can help organizations break down silos and challenge sacred cows. In addition, he provides practical tips on how leaders can create a culture of excellence in their own organizations. This is a must-listen episode for anyone who is interested in creating a high-performing organization.
Nov 10, 202219:36

EP-015 CX on Point with Kyle McDowell part 1
EP-015 CX on Point with Kyle McDowell part 1
As promised, Kyle McDowell, author of Begin with WE joined Miguel Ramos on the CX on Point podcast. Kyle shared insights on how the 10 Principles for Building and Sustaining a Culture of Excellence came to be. We are thrilled to invite you to tune in for part one of this two-part discussion.
Oct 13, 202220:29

EP-014 CX on Point with Giovanni Fernandez and Alicia Laszewski on CULTURE
EP-014 CX on Point with Giovanni Fernandez and Alicia Laszewski on CULTURE
Company culture has never been more critical in the workplace. Alicia Laszewski and Gio Fernandez discuss the Importance of Culture in the Contact Center in this episode of CX on Point.
Host: Alicia Laszewski
Guest: Giovanni Fernandez
Sep 19, 202239:27

EP-013 CX on point with Dan McCann from Symtrain
EP-013 CX on point with Dan McCann from Symtrain
Digitized Role-Play: In this CX on Point with Miguel Ramos episode, Dan McCann, Founder & CEO of symtrain shares how symtraining is revolutionizing the way frontline teams are onboarded, trained, and coached.
Aug 22, 202217:15

EP-012 CX on point with Giovanni Fernandez Part 2 - The Importance of Culture in the Contact Center
EP-012 CX on point with Giovanni Fernandez Part 2 - The Importance of Culture in the Contact Center
Please join us for the next CX on Point podcast where special guest Giovanni Fernandez, along with Miguel Ramos and Alicia Laszewski discuss, The Importance of Culture in the Contact Center. As for the description of the podcast, I would say: Company Culture plays a vital role in the ongoing battle for retaining and attracting CX talent.
Jul 19, 202217:51

EP-011 CX on point with Giovanni Fernandez Part 1
EP-011 CX on point with Giovanni Fernandez Part 1
Join us as Miguel Ramos speaks with Giovanni Fernandez about what trends are starting to happen in the travel industry.
Jun 23, 202217:18

EP-010 CX on point with Kobus
EP-010 CX on point with Kobus
The innovative thinking coming out of South Africa's Digital Tribe is nothing short of amazing. On this episode of CX on Point, Kobus Van Der Westhuizen and Ken Epstein discuss the future of contact center automation and digital transformation as a whole!
Dec 20, 202134:19

EP-009 CX on point with Ken Epstein and Rick Ferry
EP-009 CX on point with Ken Epstein and Rick Ferry
While Miguel was traveling to visit clients, P3 leaders Rick Ferry and Ken Epstein sat down to talk about trends in the contact center and some culture-building tactics that should never be replaced by technology.
Nov 18, 202119:25

EP-008 CX on Point with Cecillia Braggiotti
EP-008 CX on Point with Cecillia Braggiotti
On this week's CX on Point podcast, Miguel Ramos and Cecillia Braggiotti, Senior VP of Growth and Healthcare at Afiniti, discuss AI for Healthcare Contact Centers.
Sep 10, 202125:33

EP-007 CX on Point with Chris Eisdorfer
EP-007 CX on Point with Chris Eisdorfer
Have you cracked the code on transitioning quickly? On this week’s CX on point podcast, Miguel Ramos interviews Chris Eisdorfer, Owner & President at ECE Consulting Group. Chris shares unique insights on how transitioning to remote work in the Philippines worked differently and successfully; as well as many other innovative contact center solutions.
Host: Alicia Laszewski
Guest: Miguel Ramos, Chris Eisdorfer
Jul 21, 202121:13

EP-006 CX on Point With Brad Beakley
EP-006 CX on Point With Brad Beakley
Are travel companies ready for the rebound? Find out what our guest, Brad Beakley of Hospitio, has to say about travel contact centers and the state of the industry overall!
Jun 02, 202130:59

EP-005 CX on Point with Todd Foley
EP-005 CX on Point with Todd Foley
Do you know what automation can do for your organization? On this week’s CX on point podcast, Alicia Laszewski and Miguel Ramos interview Todd Foley from Lydonia Technology to explore the topic of RPA – Robotic Processes & Automation and learn about the value of employing an automation strategy.
Host: Miguel Ramos & Alicia Laszewski
Guest: Todd Foley
May 06, 202120:03

EP-004 CX on Point With Matt Curtin Part 2
EP-004 CX on Point With Matt Curtin Part 2
Have you thought about off-loading labor-intensive tasks off the plates of your key players? This week on CX on point Miguel resumes his conversation with Matt Curtin from Pivot Point Consulting Group regarding Managed Services and Staff Augmentation – Part Two.
Host: Miguel Ramos
Guest Matt Curtin
Apr 21, 202114:33

EP-003 CX on Point With Matt Curtin - Pivoting in managed services & Staff augmentation Part 1
EP-003 CX on Point With Matt Curtin - Pivoting in managed services & Staff augmentation Part 1
What is the impact of change on an organization? We have all heard the word “Pivot” many times over the last year, but what is the ripple effect? This week CX on point welcomes Matt Curtin from Pivot Point Consulting group. Matt and Miguel will discuss the value strategic change can have on employees, customers, and an organization as a whole.
Host: Miguel Ramos
Guest: Matt Curtin
Apr 07, 202117:46

EP-002 CX on Point with Sean Minter
EP-002 CX on Point with Sean Minter
Coaching is one of the most critical components of any contact center, particularly during the pandemic. Miguel and Sean Minter, CEO of AmplifAI share fantastic insights on coaching and the impact on agent performance.
Mar 24, 202125:40

EP-001 CX on Point with Miguel Ramos - Inaugural Podcast
EP-001 CX on Point with Miguel Ramos - Inaugural Podcast
We are very excited to announce the inaugural episode of CX on Point with Miguel Ramos!
Feb 19, 202119:55