Customer Experience Management (CEM) is quickly becoming a strategic imperative for brands in a multitude of industries.  And it's no wonder, with a recent report stating that within two years CEM will be more important to a customer's perception of a brand than their product or the price of the product.

To learn more about this critical topic and how innovative companies are looking to deploy the right technology in their contact centers and throughout the enterprise, take a listen to this interview with David Jodoin, the Chief Technology Officer at CafeX.  We dig into the trends impacting the market, the role mobile technologies and applications are playing, how WebRTC is changing the game in video in contact centers and ways in which companies are working to create a more personal connection with their customers while quickly solving their problems.

If your job is to make sure your customers are happy, this podcast is a must listen.

Have you ever considered what your collaboration style is?  What about your colleagues or your boss?  In this podcast interview with Leo Tucker, Global Vice President of Marketing at PGi, we dig into the findings of their recent survey that looks to answer this question.  They interviewed business people from a thousand companies and gathered information on one hundred different factors that influence collaboration to get a baseline understanding of the various ways in which business people collaborate and how businesses can benefit by applying this understanding to their own companies.

We review the findings in detail, including their breakdown of business people into 5 different 'types' of collaborators: Casual, Meticulous, Practical, Savvy and Progressive.  If you are looking to gain a deeper understanding of how the employees and departments in your business collaborate and what this can mean to ensuring you make the right types of investments in the right kinds of technology, this podcast is a must listen.

And don't forget to visit PGI.com to take the collaboration quiz yourself to find out what type of collaborator you are.