#636: Building resilience in customer service operations with John Finch, RingCentral

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 10 February 2025

⏱️ 29 minutes

🔗️ Recording | iTunes | RSS

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Summary

What would happen to your business if your customer service operations went down right now? Do you have the tools and strategies in place to handle a sudden crisis, or would your contact center be scrambling to meet demand? Today, we’re discussing how AI and cloud-based solutions can help organizations manage crises and enhance customer service operations with John Finch at RingCentral. We’ll explore key strategies for building resilience in customer service, particularly in response to recent IT outages. John Finch leads product marketing at RingCentral for the customer engagement portfolio, which includes RingCX and RingSense AI, as RingCentral scales and expands its global customer engagement reach. He has held product marketing leadership roles at Zendesk, Dialpad, Serenova (LiveOps), and Genesys, launching Enterprise SaaS contact center solutions into the market. RESOURCES RingCentral: https://www.ringcentral.com RingCentral's 2025 Trends Report: https://www.ringcentral.com/us/en/blog/the-state-of-ai-in-business-communications-key-insights-from-ringcentrals-2025-trends-report/ Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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1:04.3	The agile brand. Welcome to Season 7 of the Agile Brand, where we discuss the trends and topics marketing leaders need to know.
1:20.3	Stay curious, stay agile, and join the top enterprise brands and MARTEC platforms as we explore marketing technology, AI, e-commerce, and whatever's
1:29.4	next for the Omnichannel customer experience. Together we'll discover what it takes to create an
1:34.3	agile brand, built for today and tomorrow, and built for customers, employees, and continued
1:40.0	business growth. I'm your host, Greg Kilstrom, advising Fortune 1,000 brands on
1:44.8	Martec, AI, and marketing operations. The Agile Brand podcast is brought to you by Tech Systems,
1:50.5	an industry leader in full-stack technology services, talent services, and real-world application.
1:56.8	For more information, go to T-E-K Systems.com. To make sure you always get the latest episodes, please hit subscribe on the app you listen to podcasts on,
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