Shantel Love’s philosophy centers on "unapologetically owning your space." For a Deaf customer or employee, owning that space is impossible if the environment isn't accessible. This episode bridges Shantel’s expertise in leadership and customer success with the critical need for B2B accessibility, transforming "honest ignorance" into actionable inclusive leadership.
In recognition of National ASL Day (April 15)
In the world of B2B operations, "efficiency" is king—yet millions of Deaf and Hard-of-Hearing consumers are currently locked out of the standard customer service loop. In this episode, Vannessa LeBoss, COO of 360 Direct Access, breaks down how 360 is disrupting the status quo. We explore the transition from fragmented "check-the-box" tools to a wrap-around technological solution that integrates seamlessly into the contact center. This isn’t just about being "nice"; it’s about operational excellence, revolutionary tech, and capturing a market the rest of the world has ignored.
Operational excellence in CX is often framed as a technology problem. I think we’re missing something important.
