show episodes
 
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!
 
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.
 
We are living in an agile world. Customer experience, employee experience, marketing, HR, and technology all combine to form brand experience. The Agile World is hosted by Greg Kihlström, entrepreneur, speaker, and best-selling author of The Agile Consumer and The Center of Experience. It provides a fresh perspective on the continually evolving dynamic between brands and the audiences they serve.
 
Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have m ...
 
Become the leader everyone wants to follow, including your customers. Meet some of the world's brightest minds with customer-centric leadership authority Jim Rembach to uncover thought-provoking dynamic strategies to engage employees and customers. Jim is the developer of Call Center Coach and Editor in Chief of CX Global Media. The Fast Leader Show impacts thousands of people each week by unlocking the power in guests' perspectives, expertise, and experiences. The show explores how business ...
 
How do YOU stand out in today’s competitive marketplace? What does it take to sell uniquely…and serve remarkably? How can customers tell a difference between you and your competitors? “PROJECT DISTINCT with Scott McKain” reveals what it takes to soar above the crowd and dominate your market. You’ll discover the elements required to make your competition irrelevant. Subscribe and join Hall of Fame professional speaker Scott McKain daily! What if you don’t listen…and your competition does?
 
Service Lab is a podcast featuring talks given by leading service designers on their work and experiences. Our speakers include people like the Head of Service Design at GDS or Head of Product at UsTwo. And our talks range from case studies on online services to masterclasses on ethnography.
 
WE’VE GOT A LOT TO SAY—THAT’S WHY WE MADE A PODCAST. And trust us, these are things you’ll want to hear. Manndatory Listening is a podcast about the hows and whys, dos and don'ts, and step-by-steps of leadership. We’re combining our own expertise—16 years of it—with that of leaders across dozens of industries to bring you applicable lessons for your own business and life. We're interviewing industry leaders and ourselves on the topics we know will make you and your business better. Put your ...
 
CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
 
Voice of Influence: Personal Brand and Communication Strategy for Message-Driven Leaders is a podcast featuring interviews with thought leaders and experts who have a highly developed voice of influence. Creative, message-driven leaders will appreciate the support, insight and advice that will help them develop their own voice and compelling communication that makes a difference in the world.
 
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 Information, a experience management consulting firm that helps companies accelerate their XM success.
 
Platforms are transforming our world. And how they do it is also changing every minute. How can you connect with all the latest developments and hear about the hottest topics and trends? Tune in to our podcast series “On the Platform”. You’ll get first-hand insights and lively debate from some of the most innovative and influential platform thinkers around. The game is changing. Stay in touch with the new rules…before they’re written.
 
The New Business Strategies Podcast offers 8-minute interviews with CEOs and thought leaders from leading technology companies (LinkedIn, Demandbase, Lithium Technologies etc.) and industry showcase examples of customer-aligned organizations. Tune in for high-energy, original interviews covering a wide range of topics that always include actionable advice for large and small businesses alike. Enjoy and keep up with the latest by subscribing to our channel. Please share with us your thoughts, ...
 
Are you looking for actionable, real-world marketing advice from the industries best and brightest? Keep informed of the latest business and marketing trends, whether you’re an eCommerce or subscription business, doing ten thousand or ten million in revenue. The Customers Who Click podcast brings you valuable, and actionable advice directly from leading marketers in your field. In every episode you’ll learn about a specific topic, including several tips you can walk away with to implement yo ...
 
Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth. Hosted by Jeanne B ...
 
Stories of your customers on their journey, and how they build or break relationships with companies like yours. Host Russel Lolacher shares real customer experience case studies in a 1950s radio drama narration style with modern tips and analysis. Born from The Upsell.com Blog, The CX Storytime Podcast: Tales from the Customer Journey presents true customers' stories including the impacts of their customer experiences, followed by valuable strategies on engagement and retention to help you ...
 
Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier an ...
 
Nudge is a communications platform that empowers deskless employees and drives better outcomes for your business. Backed by the power of behavioral science and the highest user ratings in its category, Nudge mobilizes non-desk teams by providing the information, inspiration, and insights employees need to exceed expectations and stay connected at work. Leading brands such as Compass Group, Staples, and Margaritaville rely on Nudge to boost employee engagement, exceed sales goals, and transfo ...
 
80% of businesses believe they deliver 'superior' customer service, yet only 8% of their customers agree. That's mad! You could drive a freight train through that statistic. And this is exactly why we created this podcast. Businesses need a whack across the head on where money is leaking (or in some cases gushing) out in the form of fair to middling customer interaction that creates indifferent customers. We're going to show you how to increase profits with zero or low cost tactics to retain ...
 
The best companies are the ones that make it incredibly easy, and delightful, to do business with. It’s seamless, frictionless, intuitive. It’s not just a better experience, they’re actually disrupting our very notion of what consumers should be able to expect from companies. You see, Aussies and Kiwis are a hard bunch to please - we have some of the highest customer experience expectations in the world. And luckily for us, our homegrown businesses know this. This season on HubSpot's Unconve ...
 
Host Jay Ehret interviews experts in branding, content marketing, digital marketing, social media, email, SEO, mobile, advertising, PPC, website development, customer experience design and more to help you create marketing plans and generate marketing ideas for your small businesses and for medium-size businesses
 
The Uptake with Anna Chu is a new show on all things tech and community. Host Anna Chu will be traveling and introducing you to people all over the world as she follows the path of Microsoft Ignite The Tour. The show covers topics in the world of tech, as well as uncovers people’s journeys - and how-tos - of professional learning, development and community building. You will meet inspiring people in the community of tech and get inspired to be a part of a vast and expanding community in your ...
 
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show series
 
C-level leaders know they are on the hook for an anywhere-work strategy beyond the pandemic. A striking 75% of CEOs surveyed expect their office spaces to shrink. But many aren’t sure what benefits they can expect from such a bold move nor do they know how to succeed. In this episode we’re joined by VP, Principal Analyst J.P. Gownder to discuss the…
 
How long has a customer been with the company? Who lives in their household? What future products and services might they enjoy? The answers to all of these questions are available through master data management. Data is central to creating personalized customer experiences. And the future of data analytics is master data management or MDM. Master …
 
CX professionals tend to get excited about some of the new concepts, practices, and technologies that are available to help companies provide the best possible experience for their customers. But it’s easy to get “swept away” by the excitement of how CX is growing and sometimes forget some of the basics of the profession. Host Steve Walker welcome …
 
Providers need tools and other support to operate successfully in these new models. Diagnostics including imaging can help providers compress the time in accessing care and determining a diagnosis. Alex Dresner, Co-founder and CEO of Imagen. Alex and the team at Imagen are rethinking how imaging and other diagnostics can reshape healthcare by impro…
 
Naghmeh Panahi made international news when she publicly advocated for the release of her then-husband, Saeed Abedini, who was imprisoned in Iran for his work as a pastor. However, behind the scenes, her husband had a long history of domestic abuse, and Naghmeh’s journey out of oppression would eventually lead to her role today as a speaker, Bible …
 
David Friedman is an award-winning CEO, entrepreneur, author and renowned public speaker. In 2011, he published his first book, Fundamentally Different, which is based on the insights he learned and taught throughout his leadership career. And in 2018, he published his second book, Culture by Design, the definitive “how to” manual for building a hi…
 
Joining us on the TELUS International Studios podcast is Aidan Connolly - CEO at Cainthus, and President of AgriTech Capital, and author of the strategic business planning book, ‘2-1-4-3, a Plan for Explosive Business Growth’. Aidan dives into his outlook on the future as a self proclaimed 'unusual leader.' In this episode, you'll hear Aidan's busi…
 
How to choose a name for your community. It’s more complicated than you think. Community Industry News: The State of Community Management 2021 Report Alexis Luscutoff joined Miro as User Community Lead Lou Adducci joined Tiltify as Director of Community Experience Francesca Cricchio joined AppZen as Community Manager Emily Lakin joined Patreon as H…
 
In episode 64 of the Customers Who Click podcast, I had fun chatting to Jon Ivanco about the need for collecting better data from customers. So forget asking for *just* their name & email address - we’re talking data on exactly what the customer is looking for, and when they’re looking to buy it. Those are the two pieces of information you’ll need …
 
Data ethics and diversity, equity, and inclusion (DEI) are increasingly critical issues for organizations. In research conducted for our Forrester Wave evaluation of customer database and engagement agencies, we uncovered an important mandate for CMOs: The convergence of these two practices is central to a brand’s customer engagement strategy. In t…
 
What is Contact Center Implementation? How do you create a new contact center in 2021? How do captive centers or BPOs enter into new locations and build a contact center? Victor Pereda is CEO of Nearsol, based in Irvine, CA. Nearsol is a BPO, but also has a background in real estate and still advises on how how to build the ideal contact center. ht…
 
Hyper-personalization is one of the newer buzz words out in the business world today – a practice that utilizes artificial intelligence to deliver highly personalized content and experiences in real-time at an individual level. It’s another way for brands to connect with their customers and a potential "tool in the box" for customer experience prof…
 
Mark Ganz is the former CEO of Cambia Health Solutions, one of the largest Blues Plans in the Pacific Northwest. Mark spent 25 years with Cambia and its predecessors and shares his leadership philosophy and talks about whole person health. Show notes: Podcasts: anything tied to women’s golf. Favorite Authors: C.S.Lewis, J.R.R. Tolkein (Lord of the …
 
Being a whistleblower has numerous challenges. How do you prepare for the task of bringing difficult things to light in a way that gives the best opportunity for a positive outcome? Andrea and Rosanne discuss positional power, factors to be considered for those hoping to influence healthy accountability, and ways to reduce risks. Learn about how ou…
 
Jonathan de Potter is the founder and CEO of Behold Retreats, and advocates for self-improvement and elevating consciousness as the most meaningful way to better the world. Jonathan's priority is to raise education and awareness about plant medicines like Ayahuasca and Psilocybin, and guide others to maximize the potential benefits - ultimately lea…
 
COVID highlighted the need for every company to be digital. But many companies face challenges when undergoing a digital transformation. According to Nigel Vaz, CEO of Publicis Sapient, all companies need to challenge the status quo as they adopt new digital strategies and solutions. He says the biggest mistakes companies make happen at the start a…
 
In episode 63 of the Customers Who Click podcast, I had the pleasure of chatting to Corey Haines about swipe files. If you don’t yet have a swipe file… You need to change it ASAP. If you see a decent landing page, you can save it for future reference. A great email campaign from your favourite brand? You guessed it - you can keep it for inspiration…
 
In a recent LinkedIn Live conversation I had with Zvi Baida, CCO at Shufersal, one of Israel’s largest grocery retailers, we spoke about how he and the C-Suite handled the shift in consumer behaviors and demands during the pandemic. During the time of lockdown where folks were worried about access to food, water, and medical supplies, Zvi and his t…
 
Today we’re going to talk about the return to the office and how it is causing companies to need to be nimble and adaptive in their approach to planning their office needs for everything from the next several months to the next several years. To help me discuss this topic, I’d like to welcome David Cornbrooks, Senior Managing Director, Savills Nort…
 
Alex Mead has a long track record in CX director roles in various brands. He is presently based in Bahrain and is the Executive Director of Customer Service Experience for a new Middle East startup that is still in stealth mode - brand to be revealed in a few months. Alex has been vocal about the sheer number of lists of top 50 or top 100 CX gurus …
 
Once a company is bought-in on design, how do design leads scale the design organization to continue to meet the company’s evolving needs? In this episode we’re joined by Lance Thornswood, Senior Vice President, Head of Design at US Bank, to discuss the scaling of their design practice, which has doubled in size each year for five years running. Fr…
 
Today we’re going to talk about creating meaningful change in organizations. While most leaders say they want their company to be forward-thinking and stay ahead of the competition, when the rubber meets the road, there is often a reluctance to embrace the types of ideas and thinking that will actually make change happen.. To help me discuss this t…
 
Networks are a fundamental piece of the infrastructure puzzle, but they’ve lagged behind the needs of modern applications. Mike Fratto, senior research analyst for Applied Infrastructure and DevOps, joins host Eric Hanselman to talk about network automation and what organizations can do to get greater change velocity from this key resource. Bringin…
 
10 years ago, people used to email, call, or text their friends and family. Today, the vast majority of conversation happens via messengers. Business communication is set to follow the same pattern. According to Paul Adams, VP of Product at Intercom, messengers like WhatsApp, WeChat, and Facebook messenger have become the dominant way people commun…
 
Growing companies often develop complicated and disjointed processes. If business is booming, no one seems to have the time to stop and take a holistic look at how things are working and that can be detrimental to customer experience. Host Steve Walker welcomes Pamela Herrmann, vice president for customer experience for Mortgage Cadence, to discuss…
 
Lesley Solomon is Senior Vice President of Innovation at the Dana-Farber Cancer Institute in Boston, MA which has been in existence for over 70 years and is widely known for its significant accomplishments in detecting and treating even the most complex cancers. Lesley will share with us what it means to support innovation at a world-famous institu…
 
Are you aware of the kinds of power that you hold in your relationships? So often we’re more aware of the times when we feel powerless, and so we don’t handle the power we possess in healthy ways. Today, psychologist and author Dr. Diane Langberg joins Andrea to discuss key elements of establishing psychological safety in relationships, what’s nece…
 
Steven Van Belleghem Show Notes Steven Van Belleghem is a global thought leader in the field of customer experience. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game and taking your social responsibility t…
 
Soft Launch — the who, what, when, where, and why. Erica and Brian talk through how you can use it to set your new community up for success. Community Industry News: Orbit raised a $15m Series A StackOverflow Sold for $1.8B Commsor announced 5 new integrations Celina Zamora joined Makerpad as Head of Community Willa Tellekson-Flash was promoted to …
 
Today we’re going to talk about some of the things that a shift to remote work has changed that may have gotten less notice than some more obvious things like Zoom meeting fails, companies’ lack of remote work policies, and other things that were first to be addressed. There are very real, very human moments that are missed when we don’t have face …
 
In episode 62 of the Customers Who Click podcast, I had a fantastic chat with Lisa Popovici about building customer relationships using SMS marketing. SMS marketing is the customer relationship channel. Intimate, personal and highly efficient, it enables brands to scale their customer relationships, while driving revenue like no other channel. I kn…
 
Today we’re going to talk about the Future, and more specifically how augmented and virtual reality will play a role in our futures. To help me discuss this topic, I’d like to welcome Cathy Hackl, Author, Futurist and Chief Metaverse Officer at Futures Intelligence Group.By Greg Kihlstrom
 
Helen Hickin is the founder and CEO of ICON Communication Centres, based in Prague in the Czech Republic. ICON is focused on CX, inside sales, and account management for B2B brands. Most of the time when we focus on CX strategy we tend to focus on B2C - the end consumers - but B2B remains critically important and has also changed with the pandemic.…
 
All firms can access the same tools for business success — capital, business process, and tech — making it hard to generate a sustainable market advantage. The pandemic reveals that adaptive companies update their use of these tools more effectively than others. But adaptivity depends on an underutilized fourth tool: a workforce motivated to apply …
 
Today we’re going to talk about a critical component of the customer experience: creating customer loyalty so you have satisfied customers, advocates for your brand, and, ultimately customers who COME BACK for more. To help me discuss this topic, I’d like to welcome Shep Hyken, Chief Amazement Officer, Customer Service Speaker, Customer Serv. & Cus…
 
The goal of transformative influence is always to make other people better. However, there is a void in trust in the marketplace today - people no longer trust each other. Employees don’t trust management, employees don't trust the board, and investors don't trust the employees and the board. As a result, transformation is almost impossible. As a l…
 
Is data the new oil, the lifeblood of the digital domain or some other trite phrase? It doesn’t matter, if it’s not working for the business. Matt Aslett, research director for Data, AI & Analytics, joins host Eric Hanselman to discuss challenges organizations are facing putting data to work and how they can address them. Becoming a data-driven org…
 
The wireless industry may be the most competitive in the world. To attract more customers, companies are constantly working to improve their services. That means delivering seamless, convenient experiences that modern customers crave. T-Mobile’s goal is to make customers’ lives easier as it connects them to the world. Competing on customer experien…
 
The Qualtrics XM Institute recently released 2021 Global Consumer Trends, a report focusing on how consumer behavior will continue to change in a post-pandemic world. The report takes a look at consumer behavior and attitudes across 18 countries and covers many topics including loyalty, NPS, and post-COVID online behaviors. Host Steve Walker and Mo…
 
Our guest today is Naveen Kathuria, CEO of efamilycare which is addressing the issue of lack of support and tools for family caregivers. efamilycare offers a digital platform designed to connect caregivers to tools and experts that can advise the caregiver on urgent and nonemergent issues. The platform also connects family members so they can effic…
 
What does covert abuse look like? Most of the time here at Voice of Influence, we focus on the dynamics of healthy influence that makes collaborative teams more innovatively productive. As Andrea and Rosanne discuss today, however, it’s vital to recognize the characteristics of unhealthy influence, especially in their most deceptive forms, so that …
 
Will Laurenson is a customer value optimization consultant with 9 years experience optimising customer journeys to convert more traffic into customers, and retain those customers for longer helping companies achieve more profitable growth. He is also the host of the Customers Who Click Podcast, interviewing guests from across the marketing spectrum…
 
Today we’re going to talk about building a customer-centric organization, and how to balance profits, technology, and culture while doing so. To help me discuss this topic, I’d like to welcome Ileniah Vidili, Customer Experience Advisory and Author of the book, Journey to Centricity.By Greg Kihlstrom
 
In episode 61 of the Customers Who Click podcast, I had a great chat with Joseph Wilkis about how to create engaging, and funny videos for your advertising campaigns. I mean, who doesn’t like funny videos? I challenge you to go on YouTube and not watch at least one that popped up in your recommendations… But if you’ve been trying to create somethin…
 
In a conversation we recently had on my LinkedIn Live, I chatted with Dr. Philip Zimmerman, life coach, founder of Engineering Leadership Design Company, an author of Unleash the Millennials: and Save the World. We spoke about the millennial desire for purpose-driven work that aligns with their personal values, the need to understand why the work i…
 
Today we’re going to talk about returning to the office, and why place and placemaking will always be important to the workforce, even in the era of a hybrid workforce. To help me discuss this topic, I’d like to welcome Susan Soroko, Director, Creative Economy at Arlington County Economic Development.…
 
Michele Rowan is president of the WFH Alliance, an industry forum that organizes workshops, events and toolkits all focused on helping companies implement WFH programs. Michele is based in Dallas, Texas. Michele has a background leading the customer contact team at Hilton Hotels and overseeing their own move into WFH agents. In this episode we look…
 
Evolving an organization’s culture towards greater customer centricity is complex work, requiring careful prioritization. In this episode we’re joined by Chief Experience Officer of Blue Cross and Blue Shield of Kansas City (Blue KC), Gratia Carver, to discuss her team’s approach to evolving culture and the important role measurement plays. Click t…
 
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