Make Your CX Take Flight with Danielle Harris, Managing Director, Engagement & Innovation, Elemental Excelerator
11/05/21 • 22 min
When Joe Sutter was faced with a difficult problem, he got to do what all of us dream of doing...he got to assign his problem to someone else. He was approached by his bosses to create the world’s first jumbo jet, and he was stumped. So he went against his basic instincts and approached his fellow Boeing engineers, customers, and stakeholders, and asked for help.
Joe put trust in others, and innovation ensued. And that’s what we need to facilitate with our customers as well. Danielle Harris, Managing Director of Engagement & Innovation at Elemental Excelerator, is doing just that. She and her team work with climate startups to address climate change—which automatically demands a high level of trust. Let’s find out how she does it.
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"The reality is climate change is coming and we need climate solutions." - Danielle Harris
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Time Stamps
(0:00) What it took to get the first jumbo jet off the ground
(5:46) What is Elemental Excelerator?
(9:04) Who are their cohorts?
(13:08) The nuances of customer relationships
(16:18) The technological valley of death
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Sponsor
This podcast is presented by Oracle CX.
Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives
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Links
When Joe Sutter was faced with a difficult problem, he got to do what all of us dream of doing...he got to assign his problem to someone else. He was approached by his bosses to create the world’s first jumbo jet, and he was stumped. So he went against his basic instincts and approached his fellow Boeing engineers, customers, and stakeholders, and asked for help.
Joe put trust in others, and innovation ensued. And that’s what we need to facilitate with our customers as well. Danielle Harris, Managing Director of Engagement & Innovation at Elemental Excelerator, is doing just that. She and her team work with climate startups to address climate change—which automatically demands a high level of trust. Let’s find out how she does it.
--------
"The reality is climate change is coming and we need climate solutions." - Danielle Harris
--------
Time Stamps
(0:00) What it took to get the first jumbo jet off the ground
(5:46) What is Elemental Excelerator?
(9:04) Who are their cohorts?
(13:08) The nuances of customer relationships
(16:18) The technological valley of death
--------
Sponsor
This podcast is presented by Oracle CX.
Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives
--------
Links
Previous Episode
Perfecting Your Contact Center with Tim McDougal, Managing Director, Deloitte Consulting, and Contact Center Offering Leader, Deloitte Digital
Telethons are an iconic part of the TV experience. Seeing the donation total rise while a whole variety show plays out for hours on end is a unique form of entertainment. But putting the gimmicks aside, telethons do a great job of depicting the delicate balance of chaos and order when it comes to managing multiple calls at the same time. And that’s a balance CX leaders work to navigate every day in their contact centers.
Today, we’re doing a deep dive into contact centers. We’re going to find out what the biggest pain points are in managing one, and how to successfully run yours. Tim McDougal, Managing Director of Deloitte Consulting, and Contact Center Offering Leader at Deloitte Digital, shares how they’re leading the way in creating the best contact centers in the industry. And luckily for us, he shares all his insights in today’s episode.
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"Contact centers are the face of your organization." - Tim McDougal
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Time Stamps
(0:00) Stage lights and turkey legs
(6:54) Deloitte’s view of contact centers
(10:26) The Global Contact Center Survey
(13:42) Personalizing your contact center CX
(17:59) How to have the best customer experience at your contact center
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Sponsor
This podcast is presented by Oracle CX.
Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives
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Links
Next Episode
Give Your Customers Barbie’s Confidence with Ron Schneidermann, CEO, AllTrails
Before 1959, little girls played with baby dolls to prepare them for motherhood and caregiving. But Ruth Handler knew girls needed a doll that could challenge their imaginations to dream bigger. And so Barbie was born. Whether she’s rocking an astronaut’s suit or a business power suit, the infamous Barbie is always confident and poised to take on the world. With over a billion Barbies sold, her confidence has empowered millions of children over the past 60 years to go after their dreams.
Giving our customers confidence is one of our most important charges as CX leaders. Barbie’s makers at Mattel knew this, and so does Ron Schneidermann, CEO of AllTrails. He and his team work to empower everyone, from “indoor people” to outdoor enthusiasts, to take on the outdoors. What can we do to harness that empowering energy for our own customer experience? Let’s find out.
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"The key is using technology to find the right trail for you, then to go out and explore with confidence." - Ron Schneidermann
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Time Stamps
(0:00) The unmatched impact of Barbie
(8:13) The beauty of AllTrails
(12:06) Handling virtual trail upkeep
(14:59) A terrifying board meeting
(19:09) How to best connect with your users
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Sponsor
This podcast is presented by Oracle CX.
Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives
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Links
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