Air Date: Wednesday, June 22, 2020 - 10:30AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Craig Binkley | Managing Partner | Fidelum Partners
Season: 11 | Episode Number: 8
Guest: Craig Binkley | Fidelum Partners
Craig Binkley Bio: Craig Binkley is Managing Partner of Fidelum Partners, a strategy consulting firm using customer and employee insights to drive loyalty and growth. Before Fidelum, Craig was CEO of Northstar – an award-winning insights agency working in over sixty countries from offices in Toronto, New York, Atlanta and London. Craig was also EVP of Strategy for MDC Partners, where he led the network’s insights into digital transformation that is disrupting traditional marketing models and the overall customer experience. Previously, Craig worked at Coca Cola as Worldwide Director of Marketing for Diet Coke, Coca-Cola light and Minute Maid.
CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.