Best Practices from Certified Top Performers

In this series Mark Miller, Customer Service Solutions Practice Leader at J.D. Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.

Episode 1: Global Experience Specialists, Inc. (GES)

In Episode 1, Mark sits down with Cora Danielson, Senior Director of the National Servicenter at Global Experience Specialists, Inc. to talk about how they’re taking their QA calibration process to the next level.

Episode 2: Guardian Life Insurance Company

In Episode 2, Kim Delaney, Vice President of Individual Markets Client Experience, PMO, Business Analysis at Guardian Life Insurance Company, joins Mark to discuss how their personalized approach to journey mapping helped evolve their customer service.

Episode 3: Freeman

In Episode 3, Kathy Miklos, VP of Customer Support at Freeman, speaks with Mark about "The Drop" - Freeman's process for gathering, sharing, and acting on representative feedback.

Episode 4: UnitedHealth Group

In Episode 4, Mark sits down with Brandon Lee Smith from UnitedHealth Group to talk about the importance their organization places on leadership involvement in the member experience.

Episode 5: MetLife

In Episode 5, Pat Wessel, VP of Global Customer Solutions at MetLife, joins Mark to discuss The MetLife Way - their organization's continuous improvement program.

Episode 6: Bank of America Merrill Lynch

In Episode 6, Rebecca Dillavou, VP - GWIM Group Operations Manager at Bank of America Merrill Lynch, speaks with Mark about their employee ambassador program.

Episode 7: Global Experience Specialists, Inc. (GES) Returns!

In Episode 7, Cora Danielson from Global Experience Specialists, Inc. returns to talk about GES' VoC through VoE board.

Episode 8: UnitedHealth Group Returns!

In Episode 8, Mark welcomes back Brandon Lee Smith of UnitedHealth Group to discuss the importance of transparency across the organization and how it can help build employee trust.

Episode 9: MetLife Returns!

In Episode 9, Pat Wessel from MetLife joins Mark once again to speak about best practices around employee engagement.

Episode 10: Bank of America Merrill Lynch Returns!

In Episode 10, Rebecca Dillavou from Bank of America Merrill Lynch returns to talk about their employee retention best practices.