Action This

Just ask seasoned executive Steve Kincanon: if you love your frontline employees, they will love your brand and customers right back. This episode digs deep into why we should be pivoting from score-obsessed to appreciation-obsessed, and why our CX will thank us later. See omnystudio.com/listener for privacy information.

What's an innovative solution worth if it's not solving a real-life issue? In this episode, HR and information systems pro Dave Furst shares examples of how he started with the problem and designed for the human experience.    See omnystudio.com/listener for privacy information.

According to digital experience whiz Nav Thethi, the CXO is the most crucial role within an organization. When unifying customer, employee, and product data, how can CXOs ensure that companies are taking these insights at face value – not just hearing what they want to hear? We also dig into the future of experience in IoT, the metaverse, and how CX will change by 2030. See omnystudio.com/listener for privacy information.

Can you build a business on ads alone? Is it possible to out-market bad CX? Is there such a thing as driving too much consumer traffic to your website? This episode is all about the role of the marketing professional, how they contribute to building a better customer experience, and how to empower them with feedback. See omnystudio.com/listener for privacy information.

Frontline employee. Store manager. Multi-unit leader. VP of global operations. Mark Cardinale's retail resume is a mile long, and on this episode, he's sharing his most valuable insights about how successful brands operate. On the docket: operationalizing customer feedback, the role of an experience practitioner, and more.  See omnystudio.com/listener for privacy information.

Training and development teams are chronically left out of the CX conversation. But if they're the ones responsible for coaching customer-facing staff, shouldn't their voices be heard? This episode, featuring Ray Riley (CEO of Progress Retail), makes the case for elevating training professionals to cross-functional stakeholders. See omnystudio.com/listener for privacy information.

Over the last decade, data analysts rallied around a common goal: making data usable. In the coming decade, they'll be focusing their efforts on making it actionable. Carl Leskinen, CEO of analytics agency Burt Intelligence, joins us this week to chat about the role data analysts can play within a cross-functional CX team, and why holistic data systems are non-negotiable for brands. See omnystudio.com/listener for privacy information.

As the founder of a career and life coaching firm, Emily Hawkins knows recruitment inside and out. She spends her days working side-by-side with jobseekers and executives who want to level up their productivity, listening to what's burnt them out and why they're yearning for change. In this episode, Hawkins provides insights into what she calls the “Great Reset”: what are candidates looking for when switching roles, and which truths do HR professionals need to know? See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

The conversation with Tom Wintering continues! In part 2 of this double-header, we’re tapping into his Design Thinking background to examine how upskilling employees can be the foundation of a sustainable culture. See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

Even the most seasoned experience professionals can fall victim to common CX pitfalls. We sat down with Tom Wintering, a leader in McKinsey’s global CX practice, to explore high-impact solutions to some of the most pervasive issues in this space – and how brands can determine whether they’re committing a faux-pas. See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

Amidst an obsession with data and benchmarking, many brands have forgotten that humans should be their north star. As the founder of experience design firm MOFI and a seasoned CX professional, we invited Shawn Nason to chat about rebuilding systems with a people-first approach, breaking down silos, and creating brand experiences for a neurodiverse audience. See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

Operationalizing customer feedback is easy in principle – but in practice, very few brands have been able to solve the puzzle. Enter William Folsom, the Senior Manager of Customer-Centric Initiatives at Aaron’s. In his time working for this household-name retailer, Folsom has learned to effectively build trust with operational leaders and scale new initiatives using an agile approach. Tap into his wealth of experience empowering cross-functional teams with customer and employee feedback.See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

If you ask Gabor George Burt, the key to delivering CX excellence is staying curious. However, in his opinion, our industry is at a crossroads: we're currently in a crisis of complacency, and experience practitioners have been lulled into conforming to the norm. Either we continue down the limiting path of conventional wisdom, or we transform this stagnation into a catalyst for innovation. Burt is the author of Slingshot: Re-Imagine Your Business, Re-Imagine Your Life and one of the leading thinkers behind the Blue Ocean Strategy.See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

Once Simon Foster noticed the disconnect, he couldn't un-see it: traditional, survey-based experience management strategies are broken. They aren't compelling or engaging, they barely convert, and they don't get to the heart of customers' issues. He perceived a huge amount of friction between brands and their fans – so he forged his own path and founded Chatter.  Instead of flooding retailers with low-value data, Foster set out to build a system that would empower them to take action. This is his story.See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

The current state of traditional experience management is failing brands, and the experience gap is growing larger by the day. How can leaders in this space become more effective? How can they better understand customer pains, connect the dots, and influence their organizations to take action?  Hosted by Zack Hamilton (CXO Chatter by Stingray, ex-Medallia), this podcast seeks to answer these questions. We will be chatting with influential experience professionals and cross-functional stakeholders to paint a complete picture of today's CX landscape: what's working, what's not, and how we can reorient our efforts to build better, more action-oriented brands.See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.