Take a Moment
S3 Ep. 6 Integral Care: Providing hope and healing through mental health education

S3 Ep. 6 Integral Care: Providing hope and healing through mental health education

November 16, 2020

Recent widespread social unrest and a global pandemic have placed a spotlight on mental health. Yet, it’s not a new subject. Each year, millions of people face the reality of living with a mental health condition — ranging from anxiety and stress to suicide ideation. And stereotypes and stigmas around mental health have had historically detrimental effects on communities, families and individuals.

In this episode of Take a Moment, we sit down with two health clinicians at Integral Care who are doing the vital work of breaking the stigma of mental health, providing education on the topic and, most importantly, offering support for millions of individuals and families who might be struggling. By creating awareness and shedding light on mental health, they also provide hope and healing.

Also, please take advantage of the following resources if you or someone you know are struggling and are in need of support:

 

S3 Ep. 5 Hesitation equals devastation

S3 Ep. 5 Hesitation equals devastation

October 30, 2020

A split-second decision (or indecision) at a key moment has a lasting impact. Often, it’s the critical point between having or avoiding an accident. When accidents do happen in the workplace, Company Nurse is there to offer nurse triaging; its online specialists are the first-line clinical staff who take care of clients in those urgent moments.

In this episode of Take a Moment, we hear from Company Nurse CTO, Henry Svendblad on a pivotal decision the organization made in the early days of the COVID-19 pandemic and the importance of extending its “people-first” culture from employees to clients.

S3 Ep. 4 Customers for life: Agents are central to building customer loyalty

S3 Ep. 4 Customers for life: Agents are central to building customer loyalty

October 6, 2020

Exceptional experiences don’t happen by accident. Businesses that deliver the best service for their customers live it — it’s part of their company culture and core values. And they have a team of dedicated individuals who know what it takes to build lifelong customers.

In this special CX Day celebration episode of the Take a Minute podcast, hear from service agents at Butterball, Alberta Motor Association and Camis who never hesitate to go the extra mile to ensure their customers are treated with the utmost care.

S3 Ep.3 Rochester Regional Health: Enabling empathetic patient experiences through the cloud

S3 Ep.3 Rochester Regional Health: Enabling empathetic patient experiences through the cloud

September 21, 2020

Hospitals worldwide had to respond to the fallout from COVID-19 to meet the needs of patients and employees. Rochester Regional Health in Upstate New York was no different. But, because it had a cloud strategy in place already, the team at Rochester Regional responded with incredible agility.

In this episode, hosts Nathan Bennett and Mari Yamaguchi welcome Rob Allen and Jason Zawodzinski, two of the driving forces behind the hospital’s innovative rapid response that treated hundreds of patients — and saved hundreds of jobs.

S3 Ep.2 Enable Better Service: Aarde Cosseboom’s CX mission

S3 Ep.2 Enable Better Service: Aarde Cosseboom’s CX mission

September 2, 2020

Aarde Cosseboom knows a thing or two about creating amazing customer experiences. In fact, he wrote the book on it. Drawing from over 15 years of expertise in the contact center space, Aarde penned “Enable Better Service.” The book is a detailed and engaging guide to transforming the way businesses build relationships with their customers — and how they can turn call centers into finely tuned revenue-generating machines.

Today, Aarde is the Senior Director of Global Member Services Technology, Analytics and Product, for the famed eCommerce fashion company TechStyle. In this episode, Aarde breaks down some of the key concepts from his book and shares how TechStyle transitioned thousands of its employees around the globe to work from home in just 24 hours — all while maintaining the service levels its members have come to expect.

S3 Ep.1 James Hinchcliffe: How to Stay Driven

S3 Ep.1 James Hinchcliffe: How to Stay Driven

August 19, 2020

On a sunny day in May 2015, racing superstar James Hinchcliffe was taking some practice laps around the Indianapolis Motor Speedway to prepare for the upcoming Indianapolis 500. At Turn 3, clocking speeds of 221 mph, Hinch’s car experienced a suspension failure and smashed into the side wall with 126 Gs of force. It was the largest impact ever recorded in IndyCar history.

Five years after surviving the near-fatal crash, Hinchcliffe is at the top of his game with no sign of slowing down. In the Season 3 premier of our Take a Moment podcast, hosts Nathan Bennett and Mari Yamaguchi sit down with “The Mayor of Hinchtown” to find out how true leaders stay driven to succeed — even after tragedy strikes.

S2 Ep. 19 Leadership Through Crisis: Allyship in Action

S2 Ep. 19 Leadership Through Crisis: Allyship in Action

July 22, 2020

During his decades as a leader in the IT space, Don Neault has been fighting alongside those who face systemic oppression in the workplace. Today, as the CEO and founder of Neault Coaching and Consulting, Don helps individuals and organizations better understand the role of an ally — and what it means to take on the struggle of others as your own.

 

In this third and final episode of our series about leading through crisis, hosts Nathan Bennett and Mari Yamaguchi explore what true allyship in action looks like and what it means to put your privilege on the line to amplify the voices of the oppressed.

S2 Ep. 18 Leadership through crisis: Equity in action

S2 Ep. 18 Leadership through crisis: Equity in action

July 15, 2020

Providing a sense of safety for your employees goes beyond an effective COVID-19 response. Long after the pandemic is behind us and we return to a new type of normalcy, systemic oppression will continue to plague organizations around the world, if left untreated.

In part two of our three-part special series on leading through crisis, hosts Nathan Bennett and Mari Yamaguchi welcome Genesys CEO Tony Bates and Eric Thomas, Genesys Global Diversity, Equity and Inclusion Officer, for an earnest discussion about race, fearlessness and the crucial importance of building a sustainable model of equity in action.

S2 Ep. 17 Leadership through crisis: Empathy in action

S2 Ep. 17 Leadership through crisis: Empathy in action

July 8, 2020

From the wildfires that devastated Australia in January to the murder of George Floyd in May to the on-going global pandemic, there’s no question that 2020 has seen more than its fair share of tragedies. During times of crisis, we instinctually look for leadership that provides a sense of security, clarity in communication and empathetic action. The problem is that many leaders lack the skills necessary to respond effectively during times of crisis.

In this special three-part series of “Take a Moment,” hosts Nathan Bennett and Mari Yamaguchi explore which characteristics are vital to lead individuals and organizations through unprecedented tragedy. In this first episode, the hosts sit down with Genesys CEO Tony Bates to discuss why empathy is more crucial now than ever for leaders, corporations and humanity.

S2 Ep. 16 Leadership in crisis: Knowing where the battle should be

S2 Ep. 16 Leadership in crisis: Knowing where the battle should be

May 13, 2020

Dr. Woody Myers is no stranger to leading during times of fear and uncertainty. In 1985, he was appointed Indiana’s State Health Commissioner and quickly became one of the most recognizable voices of reason during the HIV/AIDS epidemic. Today, Dr. Myers is pursuing yet another daunting role: He’s running for Governor of Indiana.

Join hosts Nathan Bennett and Mari Yamaguchi as they welcome Dr. Myers back to the podcast to discuss his plan for guiding Indiana through the current health crisis. As both a physician and a politician, Dr. Myers offers a unique perspective on leadership during challenging times. We invite you to take a moment and listen.

S2 Ep.15 Intentional Humanity: The common thread for design, culture, and leadership

S2 Ep.15 Intentional Humanity: The common thread for design, culture, and leadership

April 29, 2020

Steven Chaparro has been fascinated by structure and design since he was a child. At the age of five, he used a Bugs Bunny art kit to sketch a neighbor’s house. In middle school, he chose to draw Thomas Jefferson’s palatial home, Monticello, for a project on historical figures. Steve knew he wanted a career in architecture and — set out to get it. And after years as a successful architect, Steve has become a different kind of designer altogether.

Today, he helps businesses design and transform their cultures. Take a moment with hosts Nathan Bennett and Mari Yamaguchi as they discuss Steve’s views on creating and maintaining a company culture that goes beyond ping-pong tables and open-concept office plans. Steve also shares his insights on brand storytelling, spatial diversity and how intentional humanity is crucial in maintaining culture — especially during times of uncertainty.

S2 Ep. 14 Architects of success: The Genesys Cloud story

S2 Ep. 14 Architects of success: The Genesys Cloud story

April 15, 2020

Origin stories are always fascinating. Whether it’s how your favorite superhero was brought to life or how a prominent political figure rose to power, we’re captivated by the beginnings of things. In this episode of “Take a Moment,” you’ll hear a different kind of origin story that, believe it or not, is just as compelling: How the Genesys CloudTM platform was born.

Join hosts Nathan Bennett and Mari Yamaguchi as they give you a peek into the early days of a tech start-up where a small team of tinkerer-innovators developed what later would become the leading global platform for seamless customer experiences impacting billions. Guests Robert Ritchy, SVP of the Genesys Cloud Platform, and Glenn Nerthercutt, Chief Architect and Genesys Fellow, were instrumental members of that first small team — and still are critical to the Genesys culture of innovation. Listen as they share their stories of success and failure, including when they knew they had to either build something completely new or build it in a completely new way.