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Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch ...
 
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
 
It's all about Customer Experience, Innovation, Business & Digital Transformation and Leadership. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for the “right” resources (e.g. latest insights, best practices, methods, ...) ... ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and perhaps in your ...
 
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as a global influencer on Customers, and Prof. Ryan Hamilton, Emory University discusses how you can improve your Customer Experience and gain growth. This review sums it up: "The dynamic between the two hosts absolutely makes this podcast. Each brings a unique take on the topic, their won perspective, and play off each other sense of humor. I come away after each episode w ...
 
Companies around the world are using the Net Promoter System to deliver the voice of the customer to employees inside their operations and increase loyalty and customer lifetime value. Loyal customers spend more, stay longer and tell their friends about a company’s products and customer experience. The Net Promoter System Podcast, hosted by Bain Partner Rob Markey, digs deep into the insights and stories of leading Net Promoter practitioners and customer experience experts to find out how co ...
 
The CX Leader Podcast with host Steve Walker provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. Steve is CEO and Chairman of Walker, a experience management consulting firm that helps companies accelerate their XM success.
 
Every aspect of your eCommerce business impacts customer experience: from advertising and packaging to product functionality, website usability, and even reliability. Your long-term growth and profitability will hinge on your ability to deliver the best experience for your buyers… and this podcast will show you how. Tune in monthly for actionable and insightful discussions with the brightest minds at the intersection of eCommerce and customer experience.
 
CX-Talks® ist der erfolgreichste deutschsprachige Edutainment Podcast, der sich speziell mit dem Top Thema Customer Experience Management beschäftigt. Es geht um Insights - von und über Kunden, Technologie und CX Trends. Dazu Berichte von CX Managern aus der Praxis. Alle 14 Tage teilen Experten aus der DACH CX-Community ihr Wissen mit Peter Pirner. Ein Customer Experience Podcast, der Spaß macht und breit informiert. Gemacht für alle CX Interessierten: CX Manager, Mitarbeiter im Marketing, C ...
 
Stacy Sherman shares customer experience (CX) best practices and interviews business experts to provide actionable tips, so you gain a competitive advantage beyond price factors. You'll learn about leading effectively to retain engaged employees who deliver customer excellence, workforce trends, marketing, and experience management to succeed in a world run by human hearts and AI robots. It's all merging. We have a lot to learn together. Besides helping you thrive and innovate in business, y ...
 
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Navigating the Customer Experience

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Navigating the Customer Experience

Yanique Grant, Customer Experience Strategist, Entrepreneur

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Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
 
We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.
 
The InspireCast Business Podcast is your leading source for real interviews and insights with leading customer experience and engagement experts featuring your co-host, Mirza Baig of Quadient. Each series of podcasts will feature a new real-life expert as co-host, so tune-in often to learn from top business leaders on challenges and best practices when it comes to managing your customers and the overall customer experience. #Business #Branding #Marketing
 
The truth is that Customer Success is not just about amazing experiences and success stories. Here we dive into what did not work, how we could fix it together and the role your Company Culture plays into turning Transactions into Experiences 😜 and delivering amazing Customer Experience #customersuccess #customerexperience Cover art photo provided by Boudewijn Huysmans on Unsplash: https://unsplash.com/@boudewijn_huysmans
 
Selling products online is challenging and can lead to poor customer experiences. In each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon FBA, Shopify, artificial intelligence... We’ll discuss what matters today and what you can do to build a better eCommerce business, we’ll show you how! :) Do you appreciate the show? >>> Leave us a review and rating in iTunes, or wherever you ge ...
 
Discussing Stupid tackles ‘stupid’ in digital customer experience through tongue-in-cheek discussions and practical, real world examples. Hosted by Virgil Carroll, this podcast features discussions with industry pros while exploring the crazy things our consumers do and the bad practices we use. All wrapped up in some useful and sometimes sarcastic advice.
 
Why should you invest in truly knowing your customer? What's the benefit of being customer-centric as an organisation? We are absolutely convinced that the winners of the future are the companies that put their customers first in absolutely everything that they do. And I can tell you this over and over again, still, it's my opinion. Together with Espree, we are exploring great customer experience stories in an industry that absolutely needs to understand customers, they thrive on truly under ...
 
Nuance is dedicated to offering actionable resources and support to help your organization adapt and thrive amid disruption—and beyond. From mobilizing work-from-home teams in record speed and leveraging AI technology, to scaling and pivoting services, this crisis has reshaped our understanding of what is possible. In this exclusive series, we explore how to meet today’s urgent CX challenges—while developing new mindsets, processes, and capabilities that will prove invaluable in the post-COV ...
 
The message is coming loud and clear. Customers want more! More respect, more choice, and more help! And they also want less! Less hassle, fewer procedures, less aggravation. They want a better experience every time they deal with you. Please join us to learn how to deliver that “more” and that "less" to your customers. Each week, trailblazing experts in Customer Experience will share what's new, what's exciting and what you can do to transform how your customers perceive you and your compan ...
 
Möchtest du lernen, wie du Kundenprobleme schneller und mit mehr Spaß lösen kannst? Möchtest du lernen, wie man großartige Kundengespräche führt? Möchtest du lernen, wie Design Thinking das Kundenerlebnis (CX) verbessern kann? Möchtest du lernen, wie du die größten und teuersten Fehler vermeidest, die bei der Einführung neuer Produkte oder Dienstleistungen gemacht werden? Adam Egger und Peter Dern helfen Menschen auf der ganzen Welt millionenschwere Projekte erfolgreich umzusetzen. Lernt von ...
 
From digital transformation to customer experience to MarTech, marketing is increasingly complex with data and technology at the centre. But it is still about human experience and brand experience. There’s an infinite number of ways that brands interact with customers today and thousands of tools to enable better CX. How do you as a CXO keep track of all that’s going on? That’s where I come in. I am Namrata Balwani, a Digital and Customer Experience Consultant, with a 20-year career & leader ...
 
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show series
 
Customer experience pros know that one of the many indicators of a successful CX program includes how many promoters you have among your customers – often measured using the Net Promoter Score. The more promoters you have, the more likely your customers will recommend you to others, right? And that’s it - we typically don’t think there’s something …
 
Experience and Digital Banking at Busey, an organization recently honored as one of America’s Best Banks by Forbes and one of the Best Banks to Work For by American Banker. With 15 years of experience in the financial services sector, Caitlin brings a wealth of knowledge on customer experience and digital transformation. This conversation centers a…
 
The CX Goalkeeper had the great opportunity to interview Steven Van Belleghem LinkedIn Headline: Customer Experience Enthusiast! Global keynote speaker - bestselling author - Entrepreneur Highlights: 00:00 Game Start 00:45 Steven's Introduction 03:23 Steven's Value 05:18 What what is your definition of the metaverse? 08:30 Web3 and the Metaverse 13…
 
What is the role of Marketing in the digital world? How does it relate to customer experience (CX) and creating real brand loyalty? Stacy Sherman interviews Jackie Yeaney, 6x CMO, to bring you answers to these questions and more as Marketing is no longer just about campaigns. It's about telling stories, building brands, and creating intentional jou…
 
I have written seven books, countless articles, and tons of keynote speeches, not to mention thousands of emails. As a writer, through and through, I know how difficult it can be to stare at a blank screen watching that blinking cursor wondering where to start. But a new AI-powered chatbot might make my life a whole lot easier, and yours, too. It’s…
 
In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost …
 
In this episode of The eCommerce Customer Experience Podcast, Thibaut Martin, Head of Customer Experience at Otrium, joins Chris Kellner of DigitalGenius to discuss his perspective on building the most efficient customer experience and achieving customer satisfaction. Thibaut is a customer support leader who helps businesses build foundations of ex…
 
The Customer Experience superheroes aims to inspire you with the latest thinkers in CX. Hosted by global customer experience specialist Christopher Brooks of Lexden CX, you are introduced to qualified experts in their field of customer experience specialism. One critical area of customer experience is customer feedback. But too often this is seen a…
 
A common business adage states: “fast, cheap, or good – pick any two.” But in today’s world of same-day shipping and self-service technologies, customers are demanding speedy experiences and will not accept excuses for sacrificing quality or price. On the eighth and final episode of our series, “CX Now: Eight Essential Themes Driving CX Evolution,”…
 
The CX Goalkeeper had the great opportunity to interview Anna Noakes Schulze LinkedIn Headline: Head of Community Experience @TheNTWK | Keynote Speaker | Bestselling CX Author | Top CX Influencer for 2022 Highlights: 00:00 Game Start 00:45 Anna's Introduction 2:00 Anna's Value 02:27 The Definition of the Metaverse 05:13 Web3 and Metaverse 7:59 Is t…
 
What goal-setting methodology do you use to establish clear, measurable objectives and track progress toward achieving them? Many customer-centric brands leverage OKRs and Agile processes to improve revenue, profitability, and customer loyalty. You may be wondering, what is an OKR? Why is there so much hype about Agile frameworks? Customer experien…
 
If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. One of our listeners is in a pickle and it has to do with their firm’s segmentation. Vi…
 
It's no secret that most companies have different groups of customers with differing needs. And we, as CX leaders, naturally need to able to adapt our programs to account for those differences. Depending on your company, differences between your customer segments might be small. But for businesses where each segment’s needs are vastly different, mo…
 
In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also discuss the unique approach of selling a person rather than a product, and the role of trust and confidence in building successful business partnerships. We explore the world of customer experience wit…
 
Anja Stolz (CMO der R+V) im Gespräch mit Peter Pirner Die R+V Versicherung hat wegen ihres genossenschaftlichen Hintergrundes eine besondere Verpflichtung, was den Purpose und das Kundenerleben anbelangt. Anja Stolz beschreibt, wie sie das als CMO und Omni-Channel Verantwortlich konkret umsetzt. Ich finde, dies ist eine sehr gelungene Praxisfolge, …
 
The CX Goalkeeper had the great opportunity to interview Pasquale Borriello LinkedIn Headline: CEO Arkage 🚀 Nüborn + W-mind + Acquisition Team 🧠 Italian CXPA Network 🎙 Engage.it Money.it #IlBernoccolo Andrea Ciulu LinkedIn Headline: 🔶Head of Creative Strategy @ Arkage Highlights: 00:00 Game Start 01:06 Pasquale Borriello & Andrea's Introduction and…
 
Regret is an intense human emotion that can be experienced when we have made a mistake or missed an opportunity. Regret often brings feelings of guilt, remorse, or shame. While regret can be unpleasant, it can also serve as a powerful motivator for change and improvement in and out of the work environment. In this episode of Doing CX Right, Stacy S…
 
It’s a new year so we decided we needed an update. A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023. In some ways, these are more like provocations than questions. However, we …
 
In the 250th episode of The CX Leader Podcast, we'll continue the series “CX Now - Eight Essential Themes Driving CX Evolution” by discussing adaptability: how companies should maintain an agile mindset in order to provide the best possible experience for customers. Host Steve Walker welcomes Drew Hall, a vice president and team lead from Walker, t…
 
The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today’s guest in her book, The Power of Clarity. She’s also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers. This episode features Ann Latham, President …
 
The CX Goalkeeper had the great opportunity to interview James Dodkins LinkedIn Headline: Customer Experience Rockstar 🤘 | CX Evangelist @ PEGA 🦄 | International Keynote Speaker 🌍 | Highlights: 00:00 Game Start 00:38 James' introduction 01:54 James' values 02:58 Customer Machine 04:17 Best Practices 06:13 A time question 13:12 Four main type of cus…
 
Workplace flexibility is no longer a nice benefit. It’s an expectation employees have when choosing a company to work for, stay with, and recommend. But what does flexibility really mean? Traditionally people refer to flexibility as WHERE they work, yet it's also about WHEN too. Stacy Sherman and Brian Elliott, Author, SVP at Slack, and Executive L…
 
In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen …
 
In this episode, guest Kentaro Kawamori, CEO and cofounder of Persefoni Inc., and Rob Markey discuss the interconnection between Net Promoter Score and organizational sustainability. If you’d like to provide feedback on the show, please fill out our survey here. If you’d like to learn more about Kentaro, you can find him on Linkedin. Bain & Company…
 
There are lots of different ways to measure what a customer thinks about your company. But customer emotions can be pretty tricky. How a customer feels can affect other metrics – someone who’s happy with their service will likely provide a high NPS rating. Someone who is angry or frustrated will likely choose “very unsatisfied” in a CSAT survey. So…
 
Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can’t be bought - they can only be created. And they’re created at the intersection of your story - and every customer’s story. These are some of the key themes in a highly recommended new read,Creating Superfans: How to Turn Your Cus…
 
Maxie Schmidt (VP und Principal Analyst CX bei Forrester Research) im Gespräch mit Peter Pirner Die Forrester Predictions sind für CX Professionals der beste Orientierungspunkt für die Customer Experience Management Themen und Fragestellungen, die in 2023 wichtig werden. Traditionell eine Top-Folge von CX-Talks zum Jahresbeginn. Unter den folgenden…
 
In this episode of The eCommerce Customer Experience Podcast, Michelle Spaul, Customer Experience Consultant at Delta Swan, joins Chris Kellner of DigitalGenius to share how customer experience drives business growth. As the Customer Experience Consultant at Delta Swan, Michelle helps her clients understand the value of customer experience in their…
 
The CX Goalkeeper had the great opportunity to interview Francesco Brenna LinkedIn Headline: Senior Partner & VP at IBM Consulting. AI & Analytics Leader EMEA. Global Leader Azure Data & AI Highlights: 00:00 Game Start 00:39 Francesco's Introduction 02:32 Francesco's values 03:56 The acceleration of digital transformation 06:42 The "burning" topics…
 
Stacy Sherman and Mark Schaefer, author of multiple best-selling books, discuss the revolutionary power of CX (customer experience), social media, and influence marketing. We're on the cusp of a revolution and can achieve breakthrough results by doing these right. Show topics include: Definition of influencer marketing Role of technology in influen…
 
Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone (Experience Engineering.com) author of Clued In, and Joe Pine (StratgicHorizons.com), author of The Experience Economy. We discussed what we see changing in CX. We al…
 
The Customer Experience Superheroes is now in its 10th series. We've introduced you to CX professionals and practitioners from across the globe. Seeking out new thinkers and rule breakers who dare to experiment to achieve better outcomes, when others are content to rely on convention. In this episode we join in conversation between Eli Lepkifker, c…
 
Some organizations collect very little data and some collect a ton of data. But like many other aspects of customer experience, CX pros should be thinking of the end goal when designing programs and integrating their data. A "data diet:" everything in moderation. As part of our continuing series "CX Now: Eight Essential Themes Driving CX Evolution,…
 
To celebrate 200 episodes of the podcast, we created the EX Takes Mixtape - 12 top employee experience moments from episodes 101-199. Hear EX-themed highlights with these guests of The Customer Experience Podcast: Stacy Sherman, VP of Agent and Customer Experience at Liveops Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist Elizabeth…
 
The CX Goalkeeper had the great opportunity to interview Dr. Janelle Barlow LinkedIn Headline: Founder, A Complaint Is a Gift Highlights: 00:00 Game Start 01:18 Janelle's career highlights 02:50 Janelle's values 04:37 how do you define a complaint? 07:24 Legitimate complaints 10:30 Feedback 12:41 Reducing complaints to zero. does it make sense? 15:…
 
Do you make dangerous assumptions and fall into the trap of thinking you know exactly what customers want, only to discover that your solutions are not resonating? Are people not buying or recommending enough? You can avoid this situation by applying user experience (UX) and customer experience (CX) best practices, which are not the same. In this e…
 
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. It rem…
 
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