Agent Motivation

On Hold with John and Ramon: Episode 1


Ramon’s Story:

Learn how Ramon has become a long-time CX leader and operator, navigating his way from big established brands bureaucracy (at organizations like Verizon and GAP) to some of the most exciting growth companies in the Silicon Valley (Netflix, Zynga, and Earnin…which raised $125M from Andreesen Horowitz).

Practitioners Corner:

Get Ramon’s take on how he’s been managing his team during COVID, whether or not work-from-home is here to stay in customer care, and his advice for a Director or VP level person who is trying to get more visibility among the Executive Team.

Double Down:

Hear the initiative that Ramon and his team are really focusing on this year.

About On Hold:

Hang out On Hold with John Ernsberger (Co-Founder and SVP of Client Services at Stella Connect), Ramon Icasiano (SVP of Customer Experience at Earnin)!

John and Ramon became fast friends after meeting in 2017. Ramon has been a long-time CX operator and leader, navigating his way from big company bureaucracy (at companies like Verizon and GAP) to the exciting growth of Silicon Valley’s hottest tech companies (Netflix, Zynga, and Earnin). John has been impacting the CX industry from the “other side” leading go-to-market teams for various SaaS ventures he’s co-founded and selling to people like Ramon at companies such as Walmart, Mercedes-Benz, and Quicken Loans. All it took was a few glasses of tequila to realize their complementary backgrounds and, well, mutual love for tequila. 

On Hold with John & Ramon is a fun podcast about the operational realities of managing a CX organization as well as building a SaaS business selling into CX departments. Listeners will get a front-row seat to the day-to-day challenges that leaders face across the growing CX industry.