Podcasts about customer experience cx

Aubrey converses with Dr. Nomthandazo Malevu, who is a distinguished professional in the field of Customer Experience (CX) with over a decade of expertise in operationalizing and designing Customer Experience (CX) strategies that drive business value. She recently earned her Doctor of Business Administration (DBA) from Regent Business School, further solidifying her academic and professional credentials. The Aubrey Masango Show is presented by late night radio broadcaster Aubrey Masango. Aubrey hosts in-depth interviews on controversial political issues and chats to experts offering life advice and guidance in areas of psychology, personal finance and more. All Aubrey’s interviews are podcasted for you to catch-up and listen. Thank you for listening to this podcast from The Aubrey Masango Show. Listen live on weekdays between 20:00 and 24:00 (SA Time) to The Aubrey Masango Show broadcast on 702 https://buff.ly/gk3y0Kj and on CapeTalk between 20:00 and 21:00 (SA Time) https://buff.ly/NnFM3Nk Find out more about the show here https://buff.ly/lzyKCv0 and get all the catch-up podcasts https://buff.ly/rT6znsn Subscribe to the 702 and CapeTalk Daily and Weekly Newsletters https://buff.ly/v5mfet Follow us on social media: 702 on Facebook: https://www.facebook.com/TalkRadio702 702 on TikTok: https://www.tiktok.com/@talkradio702 702 on Instagram: https://www.instagram.com/talkradio702/ 702 on X: https://x.com/Radio702 702 on YouTube: https://www.youtube.com/@radio702 CapeTalk on Facebook: https://www.facebook.com/CapeTalk CapeTalk on TikTok: https://www.tiktok.com/@capetalk CapeTalk on Instagram: https://www.instagram.com/ CapeTalk on X: https://x.com/CapeTalk CapeTalk on YouTube: https://www.youtube.com/@CapeTalk567 See omnystudio.com/listener for privacy information.

What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences? This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emotional connections, empowering employees, and personalizing customer interactions—even when their resources pale in comparison to mega-corporations. The impact of this question stretches across industries: if you feel outmanned or outspent by competitors, Tara Brady's strategies could just be the difference-maker. She reveals exactly how you can leverage your agility and authenticity to delight customers and transform employees into powerful brand advocates. You should listen to Tara Brady, Chief Experience Officer at Provident Bank, because she has walked the walk—from big banks to credit unions to her current leadership role at a thriving regional institution. Tara brings practical, actionable insights on how to create customer and employee advocacy, how to turn real feedback into process improvements, and why empathy and emotional connectedness are your secret weapons. If you're navigating the David versus Goliath landscape—whether in banking or beyond—Tara's perspective will help you see your “smallness” as a superpower. Here are three compelling questions Tara answers during the show: How can banks without massive technology budgets still compete with—and even exceed—the customer experiences offered by mega banks? What practical steps can organizations take to bridge employee and customer experience, ensuring both groups are genuinely heard and empowered? Why is building emotional connections more than just a “nice to have”—and how does it directly affect loyalty, advocacy, and your bottom line? Meet Tara Brady With over 19 years' experience in Customer Experience (CX), Tara Brady is a successful brand evangelist known for coaching and leading organizations and teams to new heights in delivering exemplary, impactful, and results-focused customer experiences that drive sales and brand loyalty. Tara believes that today's consumer market means striving for excellence in customer AND employee experience is mandatory – and no longer optional or ‘nice to haves.' As a leader, she operates from the premise that happy, empowered employees are the face of the brand for consumers. This is reflected in her holistic approach to CX that integrates employee experience as a foundational element. Her multiple CX redesigns and transformations stem from working directly with customers and leading teams and users to deliver excellence. Known to surprise teams by showing up and working on-site to serve customers directly, test processes, and gather employee and customer feedback, her hands-on approach is a differentiator. This real- world laboratory shapes the innovations that transform customer and employee experiences. TARA'S CUSTOMER EXPERIENCE USER EXPERIENCE MANIFESTO: Stellar experiences are built strategically – and require data/analytics, employee input and feedback, thorough understanding of an organization's goals and vision, KPIs, and a project management approach – including timelines, deliverables, benchmarks, and assessments. Outstanding CX/UX experience isn't a matter of being ‘friendly'. Rather, it is ALL about having responsive technology, expertly trained and engaged employees empowered with all they need to serve customers, clearly defined value statements, executive support, defined journey maps, and more! ‘Friendly' may be a factor in CX success, but it's not a strategy. CX/UX is not something that's ‘done' and then revisited in a few years. Customers change. Products change. Company goals change. Technology changes. And employees change. This means ongoing assessing, re-evaluating, re-calibrating, re- designing, and training to maintain excellence and the company's competitive advantage. Connect with Tara Brady on LinkedIn Show Notes & References Learn more about Provident Bank: provident.bank Referenced research: Forrester's CX Index and Bruce Temkin's work Find JourneyTrack for CX journey management: JourneyTrack.io Listen and subscribe to the Delighted Customers podcast to unlock Tara's proven strategies. You can find the show on Apple Podcasts and Spotify, as well as all your favorite podcast platforms. Don't miss these invaluable insights that can elevate your approach no matter the size of your organization!

Klearcom, a leading provider of global contact centre testing solutions, has announced the launch of its next-generation solution Verify+ which will see it dial into global demand for pre-production Interactive Voice Response (IVR) testing and support future business growth. An enhanced version of Klearcom's Verify product, Verify+ enables businesses to test and improve their customer service phone and IVR systems before going live. It does this by allowing companies to simulate real customer calls, test call paths and verify audio quality and sound clarity. In terms of the testing functionality and efficiency, the solution removes the need to rewrite common tests by facilitating the creation of reusable templates and creates a visual "treeview" model to support sequential testing. It also delivers concurrent IVR testing at no extra cost. Coupled with its audio scoring and real-time monitoring feature, Verify+ ensures testing flexibility, accuracy and visibility, as well as high reliability and performance of systems. Meanwhile, its outbound testing capabilities can support diverse international contact centre environments. Covering more than 100 languages and dialects, Verify+ also delivers transcript analysis and audio scoring. Furthermore, it facilitates alternate transcripts for out-of-hours or holiday periods, with automated IVR message and smart scheduling features. The solution streamlines the pre-production testing process and accelerates deployment of services for organisations, while identifying call issues, enabling faster resolution and reducing downtime. In turn, this saves significant time and costs and improves end-user Customer Experience (CX). Quick-to-deploy and easy-to-use, the platform enhances Klearcom's already extensive product portfolio. Available in over 100+ countries, it will enable the provider to further scale up its operations, support its growing global customer base and drive business growth. In particular, Klearcom anticipates demand for Verify+ among the telecom, utilities, retail, healthcare, aviation, banking and finance industries. Satish Barot, Co-founder and CTO at Klearcom, said: "When people call customer service, they want the fastest possible response and resolution. When businesses are testing and rolling out these systems, they also want that. Verify+ delivers on both fronts by simplifying testing, ensuring optimal performance and supporting the best customer experience. "As well as simulating real-world behaviours, including non-linear customer call journeys and interrupted interactions, it delivers a truly global testing capability - not only meeting the evolving needs of our customers but enabling them to meet the expectations of theirs. In turn, we are guaranteeing customer confidence, innovating the customer experience and expanding our customer base." See more stories here.

¿Puede un área de Recursos Humanos tomar decisiones como lo haría un equipo de experiencia al cliente?En este episodio de PX Journal, platicamos con Alma Aguilar, responsable de People Analytics & Surveys en Santander México. Exploramos cómo un enfoque basado en datos está transformando la función de RH y lo que significa aplicar mentalidad CX al diseño de experiencias para colaboradores.Conversamos sobre:El poder del mindset analítico en la toma de decisiones estratégicas para People Experience.Qué significa adaptar marcos y metodologías de Customer Experience (CX) al ámbito de Personas y Cultura.Cómo desarrollar ambidestreza en RH: combinando visión operativa y pensamiento de diseño.Los desafíos más urgentes (y los que vienen) para PX en organizaciones grandes y complejas.Una charla con mucha claridad, visión y sentido práctico sobre el futuro de la función.

Loic Le Fouest is a leading expert in Customer Experience (CX) with a strong track record of driving customer-centric transformation across the private, public, and not-for-profit sectors. As the head of the CX practice at Clarasys in the UK, Loic helps organisations design customer experiences that drive loyalty, innovation, and sustainable business growth. Clarasys describes itself as The Experience Consultancy — employee-owned, purpose-driven, and dedicated to helping organisations create better experiences for customers, employees, and the planet. Clarasys recognises that circular economy approaches often require fundamentally different relations between providers and users, and it's keen to understand more about that. In 2022, Loic launched a partnership between Clarasys and the University of Exeter's Centre for the Circular Economy to tackle what they saw as one of the biggest challenges in circularity — customer engagement. This collaboration led to a report and toolkit on Creating Customer Experiences in the Circular Economy, providing businesses with practical strategies to make circular models work for their customers. Loic is an experienced transformation consultant with over 10 years of consulting and industry experience, and he combines design thinking with his background in product management, digital transformation, lean 6-sigma and change management. Loic shares insights from Clarasys' collaboration with the Exeter team, which looked at how businesses were dealing with challenges around user adoption and acceptance across the food and beverage and household appliances sectors. The research team looked at the new aspects of roles, behaviour and relationships for consumers/, and Loic explains some of the key findings around that, including ‘consumption work' and ‘key moments that matter' for customers. The study also found that firms were struggling to launch and scale successful circular business models, and Loic talks about two kinds of approaches to that - ‘inside out' versus ‘outside in'.

We are here at Medallia Experience at the Wynn in Las Vegas and seeing some examples of amazing customer experience and employee experience and the latest updates from Medallia. Companies often separate Customer Experience (CX) and Employee Experience (EX) into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better customer interactions, drive employee engagement, and unlock real business value? Joining me today is Sasha Fard, Country Lead for Customer Experience Management at Capital One. RESOURCES Capital One: https://www.capitalone.com Medallia: https://www.medallia.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

We are here at Medallia Experience at the Wynn in Las Vegas and seeing some examples of amazing customer experience and employee experience and the latest updates from Medallia. Companies often separate Customer Experience (CX) and Employee Experience (EX) into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better customer interactions, drive employee engagement, and unlock real business value? Joining me today is Sasha Fard, Country Lead for Customer Experience Management at Capital One. RESOURCES Capital One: https://www.capitalone.com Medallia: https://www.medallia.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Diese Folge ist anders. Sie markiert den Start eines neuen Kapitels in meinem Podcast über Customer Experience (CX), strategische Kundenbindung und echte Transformation.Nach über 150 Episoden CX TUNING HACKS teile ich mit dir, was jetzt wichtig wird:Warum CX mehr ist als ein Tool – sondern eine Haltung.Warum ich den Podcast bewusst in eine kreative Pause schicke.Wie CX Coaching und CX Strategie sich weiterentwickeln müssen.Und: Wie du Teil des Relaunchs wirst – mit nur 2 Minuten deiner Zeit.

Customer Experience (CX) isn't just about service—it's a revenue engine. In this episode, Christian Montes sits down with Camila Ferreira, Founder & CEO of Rise UP, to explore how businesses can transform CX from a cost center into a powerful growth driver. With over 20 years of global experience, Camila shares her journey from finance to CX leadership, the importance of data-driven strategies, and how companies can align their customer experience initiatives with revenue goals. Listen in to discover how to elevate CX, secure a seat at the boardroom table, and build a strategy that drives loyalty, profitability, and sustainable growth.

Today my guest is Jason Maloney, VP of Customer Experience at Proscia.  What we discuss with Jason: His background in customer-facing roles across various company sizes. Being drawn to Proscia by the opportunity to impact lives through digital pathology. Customer Experience (CX) encompasses professional services, technical support, and customer success, focusing on the post-sale experience. Many companies in the industry focus on product development without adequately addressing customer needs and experiences. Jason applies insights from various industries, emphasizing the importance of treating customers as humans and understanding their workflows. Proscia's CX strategies have led to reduced time to go live with software and improved overall customer satisfaction. Proscia fosters a continuous feedback loop between customers and internal teams, enhancing product development and customer support. Proscia's CX team helps pathologists and researchers integrate AI into their workflows, providing expertise and support. The future focus will be on developing trusted advisor relationships with customers, enhancing customer success initiatives, and deepening problem-solving capabilities.   Links for this episode: Pathologists' Assistant Shadowing Network on LinkedIn Health Podcast Network  LabVine Learning Dress A Med scrubs Digital Pathology Club   Proscia Expanded Customer Experience (CX) Practice Enables Users To Realize Value Over 30% Faster   People of Pathology Podcast: Twitter Instagram

Achtung bei dieser Podcastepisode: Urlaubsträume entstehen garantiert! In der aktuellen Folge von "Sound of Customers" sprechen Alexandra Nagy und Barbara Aigner mit Thomas Zanolin, dem Geschäftsführer von Eurotours, über die Bedeutung von Customer Experience (CX) in der Reisebranche. Zanolin hebt hervor, dass CX weit über das bloße Reisen hinausgeht und bereits bei der Produktgestaltung beginnt.

Herzlich willkommen zu einer brandneuen Episode von "CX Tuning Hacks"! In der 153. Folge des Podcasts führt uns unsere Hostin Peggy Amelung in die aufregenden Trends des Jahres 2025 ein. Peggy diskutiert, wie diese Trends die Customer Experience (CX) revolutionieren werden und gibt wertvolle Einblicke, wie Unternehmen diese Entwicklungen für ihren Erfolg nutzen können. Diese Episode ist der ideale Start ins neue Jahr und bietet inspirierende Ansätze, um das volle Potenzial der modernen Technologie und menschlicher Interaktionen auszuschöpfen.Wichtige Inhalte im DetailKünstliche Intelligenz und Automatisierung:Exponentieller oder linearer Anstieg im Einsatz von KI-Technologien.Rolle der KI in neuen Prozessen, Verfahrenseinsparungen und komplett neuen Lösungsansätzen für Kundeninteraktionen.Beispiel von Amazon und Netflix als Vorreiter in der Nutzung von KI für Vorhersagen und personalisierte Empfehlungen.Herausforderungen und Chancen der Integration von Chatbots und weiteren KI-Tools in die Geschäftsprozesse.Hyperpersonalisierung:Trends und Techniken aus der Hotellerie adaptiert.Nutzung von Daten für eine weit über die übliche Personalisierung hinausgehende Kundenansprache.Tipps zur Umsetzung und Gestaltung einer personalisierten Customer Journey.Buchvorschlag: "The Power of Moments" von Chip Heath als weiterführende Lektüre zur Vertiefung des Themas.Human Experience im Fokus:Der Balanceakt zwischen Automatisierung und menschlicher Interaktion.Bedeutung von Empathie, Authentizität und Kreativität in der Kommunikation.Praktische Tipps, um das Vertrauen der Kunden zu gewinnen und die Marke menschlicher zu gestalten.Auswirkungen auf Marketingstrategien und die Bedeutung von Transparenz und Datensicherheit.Future Maps als Neujahrsvorsatz:Einführung in die Methode der Future Maps zur zielführenden Jahresplanung.Kategorien und Beispiele für die Erstellung einer persönlichen Future Map.Einladung zur Teilnahme und detaillierter Downloadlink für die Vorlage und hilfreiche Fragen.

We are kicking off 2025 and the first podcast of the year with a focus on The Experience Mindset, Changing The Way You Think About Growth, a book by Tiffani Bova.This is a read that several of us here at Nolan Consulting Group really enjoyed, it was part of an internal Book Club  and we thought it was worthwhile to bring to the podcast table as an entry point for 2025. The book examines how Customer Experience (CX) and Employee Experience (EX) are intricately intertwined and interdependent - and it's those companies that recognize this and work to find success in both areas that see true growth and success. From stories of Chipotle and the Ritz Carlton to sticking data points from organizational research , it hits home the importance of how we approach and implement new strategies and process in the year to come. 

A conversation with a longtime multifamily industry veteran, the awesome Laurel Zacher, a marketing leader with over three decades of experience driving growth, resident engagement, and innovation…discussing strategies for retention, reputation and revenue, as well as the future of the resident experience.See omnystudio.com/listener for privacy information.

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with a panel of seasoned experts, customer experience (CX) practitioners, and thought leaders to explore their perspectives on what CX truly means. Martha describes CX as “a commitment to continual improvement, designed to create efficient and effective government services that align with the agency's mission and address the needs of its customers.”To set the stage, we provide a brief overview of CX's evolution in government over the past two administrations and discuss expectations for its future trajectory.Our guests include:Dan Barrett, GuidehouseLee Becker, MedalliaAmanda Chavez, NuAxisMaryAnn Monroe, Maximus Federal ServicesMary Swartz, ICFTune in to gain insights on:The maturity of CX within the federal governmentChallenges and successes in implementing CX strategiesGovernance structures that support CX initiativesThe intersection of Customer Experience (CX), Digital Experience (DX), and Employee Experience (EX)We also share actionable recommendations for the next administration to continue advancing the quality of government services for American citizens.Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter

Quando se trata de garantir a satisfação do cliente, existem dois termos importantes que muitas vezes são usados ​​de forma conjuta – Customer Sucess (CS) e Customer Experience (Cx). Embora ambos sejam críticos para o sucesso de uma empresa, eles têm diferenças fundamentais.Neste episódio, o professor Fernando Coelho, autor dos livros Customer Experience Descomplicado; Fidelizando o Cliente na prática explica mais sobre. Fale com o professor Fernando Coelho: https://www.institutoexperienciadocliente.com/Formação Online Experiência do cliente na prática:coelhofernandofalou.com.br/formacao-em-cx/ Siga o Professor Fernando Coelho, no Linkedin: https://www.linkedin.com/in/fernando-coelho-experi%C3%AAncia-do-cliente-%F0%9F%8F%B3%EF%B8%8F%E2%80%8D%F0%9F%8C%88%F0%9F%92%9B-bab71425/

In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer experience processes.About the GuestI'm a seasoned professional with immense experience in customer insights and marketing analytics. From Customer Relationship Management to Customer Experience Management, I specialize in helping companies utilize technology and data to make the right decisions for business growth.Today, I'm the co-founder of sandsiv+ (https://sandsiv.com), a software-as-a-service solution powered by Artificial Intelligence (AI) to help companies around the world correctly measure Customer Experience (CX) and actively manage Customer Journey (CJ).With over 20 years of experience in data science and marketing, I helped Sandsiv+ adopt a visionary methodology for gathering and analyzing information concerning customers, their details, their experiences, and their activities to build deeper and more effective customer relationships and improve strategic decision-making.Relevant Linkshttps://www.linkedin.com/in/federico-cesconihttps://sandsiv.com/sandsiv-unveils-insight-narrator-revolutionizing-ai-capabilities-in-sandsiv/The Top 3 Key LearningsAI Can Automate Time-Consuming Tasks: The Insight Narrator uses AI to automate customer feedback analysis, reducing the time spent on repetitive tasks and enabling quicker decision-making.Actionable Insights at Your Fingertips: AI provides real-time, prioritized insights, helping CX managers identify and address the most critical issues that affect customer satisfaction.The Future of CX is AI-Driven: Federico highlights how AI tools like Insight Narrator make customer experience management more accessible and effective, even for smaller companies.Top 3 Quotes“The Insight Narrator doesn't just find satisfaction drivers—it provides actionable insights to improve customer experience.”“With AI, what used to take weeks can now be done in minutes.”“Customer experience management should be about making life easier for both customers and the professionals managing their feedback.”Chapters00:00 Introduction and Guest presentation 03:05 The Impact of Generative AI on Customer Experience 13:57 Introduction to the Insight Narrator Tool14:16 Development and Functionality of the Insight Narrator 18:19 Benefits and Applications of the Insight Narrator 23:56 Future Developments and Improvements 29:27 Conclusion and Call to ActionWe'd love to hear your thoughts! Did you enjoy this episode? Please share it with your network, and don't forget to subscribe and follow the CX Goalkeeper Podcast on your favorite platforms: Apple Podcast | Spotify

Nosipho Radebe speaks to Mongezi Mtati, Senior Brand Strategist at RogerwilcoSee omnystudio.com/listener for privacy information.

In this podcast episode, Dr. Jonathan H. Westover talks with Ryan Tamminga about how human resources can leverage automation to drive employee engagement. Ryan Tamminga is the SVP, Product and Services, at Alchemer. Ryan has over 15 years of experience in both industry and consulting roles with Fortune 100 companies across products, media, resources and healthcare sectors. He has a proven track record for improving core operations performance, providing thought leadership and driving results through strategy development, operating model design, processes excellence, and implementation of enabling technologies. He has deep expertise in Customer Experience (CX), Employee Experience (EX), finance, SAP, Robotic Process Automation (RPA), Zero Based Budgeting and analytics. Ryan is passionate about architecting complex business transformations as well as cultivating people and business growth. Check out all of the podcasts in the HCI Podcast Network!

When effectively leveraged for customer service, AI can transform every interaction into a smarter, faster, and more personalized experience.In this week's episode, host Ruth Zive sits down with Natalie Romano, Global Sales Leader at Avaya. With over 20 years of expertise in the contact center world, Natalie offers a 360° view into how AI is reshaping customer connections for some of the world's best-loved brands. Tune in for her insights on how AI is driving innovation in customer service, as well as the essential balance between pushing boundaries and acting responsibly.Join us as we discuss:Natalie's POV developed working on all sides of the contact center, from implementation to selling to enablementHer formula for success and why it works: great Customer Experience (CX) + great Employee Experience (EX) = Business Growth (BG)Effective strategies for integrating AI into contact centers today

Episode Summary:In this episode, Maribel Lopez speaks with Five9's CTO and Head of AI Jonathan Rosenberg on AI's potential in the Customer Experience (CX) and Contact Center as a Service (CcaaS) space. Currently, customers are often unsatisfied with chatbot communication services at contact centers. However, AI's increasing generative capabilities show potential for exciting future applications.  Key Themes:Maribel and Jonathan begin by discussing the current state of AI in CcaaS, and how many customers are unsatisfied with their experiences with automated calls. Contact centers have long attempted to automate aspects of the CX experience, first with DTMF and later with directed dialogue.Unlike these technologies, generative AI has seen widespread adoption. Consumer familiarity with artificial intelligence will lead to them understanding how to interact with generative AI over the phone. Jonathan and Maribel also discuss their predictions for how AI will impact jobs in at contact centers. Jonathan believes that jobs will change, but they will not disappear. Last, Jonathan defines open platforms and explains how their unique features allow for useful CX capabilities. The future of AI in CX depends on how quickly companies eliminate AI hallucinations. Once models overcome this obstacle, Jonathan predicts that AI will see wide adoption in the CX space. For detailed show notes, navigate using the time stamps below:Follow Jonathan Rosenberg on LinkedIn: https://www.linkedin.com/in/jonathanrosenberg1/Follow Jonathan Rosenberg on X/Twitter: https://x.com/jjrosenberg?lang=en Read Jonathan Rosenberg's articles in the Forbes Technology Council: https://www.forbes.com/councils/forbestechcouncil/people/jonathanrosenberg/ Read the Broken Earth series: https://www.amazon.com/Broken-Earth-Trilogy-Season-Obelisk/dp/031652719X

What is the customer experience (CX) strategy for the US Department of Veterans Affairs? How has VA increased its Trust Index? What is the VA doing to enhance its employee experience? I'll explore these questions and more with John Boerstler, Chief Veterans Experience Officer, U.S. Department of Veterans Affairs Learn more about your ad choices. Visit podcastchoices.com/adchoicesSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

What is the customer experience (CX) strategy for the US Department of Veterans Affairs? How has VA increased its Trust Index? What is the VA doing to enhance its employee experience? I'll explore these questions and more with John Boerstler, Chief Veterans Experience Officer, U.S. Department of Veterans Affairs

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program.    Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I've mastered strategies for these situations.    In this episode, we discuss how to deal with them effectively and get what you want.   For example, it starts by being confident in your knowledge. Senior executives are usually clever and ambitious, knowing a lot about various topics but often not much about Customer Experience (CX). When discussing CX or any program you are knowledgeable about, remember they can learn from you. They wouldn't talk to you otherwise. Respect your expertise and believe in yourself. If you don't believe in your ideas, why should they?   So, yes, confidence is key, but avoid being overly technical or jargon-heavy. Overcomplicating your message can make you seem like you're covering for something. Instead, align your message with what the CEO cares about most. For example, if the CEO is focused on cost-cutting, explain how your CX program can save costs. Understanding and addressing their needs will help you get through to them.   You should also keep your questions simple. Surprisingly, the higher you go in the management chain, the simpler the questions should be. Simple questions like "What experience do we want to deliver?" engage the senior team effectively. Avoid complex questions that convolute your message. Being clear and relevant is more important than appearing clever.    Additionally, using examples from within the organization or from customers helps illustrate your points effectively. Personal stories make your message digestible and relatable. For instance, Colin always asks his clients to think about a good or bad experience they had recently. By asking your audience about their own good or bad customer experiences, you can help them understand the importance of emotions in CX.   Finally, senior management values opinions. When asked, state your opinion clearly and respectfully. And be straightforward; senior management can easily detect dishonesty.   Today's episode explores how to convince senior management to support your program.  . Ultimately, persuading senior management is a sales job. So, we talk about how to sell your idea by meeting their needs.    In this episode, you will also discover:   How to frame your expertise in a way that resonates with senior executives' priorities. Techniques for simplifying complex ideas to ensure clarity in communication. The importance of aligning your proposals with the company's strategic goals. Methods for using storytelling to make your case compelling and memorable. Strategies for addressing tough questions with confidence and transparency. Ways to gather and present evidence that supports your proposals effectively.  

Granite Digital, Ireland's largest digital agency and a key player in the country's tech ecosystem, is strategically expanding into the U.S. market. This move aligns with Ireland's reputation as a leading European tech hub and responds to the increasing demand for innovative digital solutions and award-winning client service from Granite Digital's growing Fortune 500 client base. The investment follows Granite's acquisition of the majority stake in the digital division of New York-based creative agency LCM247, founded by Chief Creative Officer, Patrick Heaphy. Renowned for blending cutting-edge technology with Ireland's rich storytelling tradition, Granite Digital's U.S. expansion will create over 50 new jobs in New York. The positions will include Software Engineering, Data Science (Artificial Intelligence), DevOps, Digital Advisory, Analytics, CRO and Customer Experience (CX). "This strategic investment enables us to fill a crucial gap in the market, particularly in B2B enterprise support," said Robert Carpenter, Co-Founder and Chief Commercial Officer of Granite Digital. "Our global clients are asking us to expand our presence into the U.S. This expanded presence in New York allows us to better serve our clients and expand our offerings, enabling U.S.-based and global businesses to leverage the best European digital marketing, security, and compliance standards. As always, we will continue to deliver award-winning client services." The agency's client list includes blue-chip companies such as Red Bull, Intel, Pepsi, Medtronic and Audi, as well as many B2B brands like CBRE, Workvivo (a Zoom company), Concentrix, Cyara and Google Cloud. Appointments Granite Digital has made two key appointments to strengthen its U.S. operations further. Margaret Molloy, a veteran marketer and founder of Molloy Marketing Advisory, will be a board advisor. Margaret's career spans several prominent roles, including a decade-long tenure at Siegel+Gale, where she spearheaded global marketing. "I am thrilled to see Granite Digital bring its digital excellence and award-winning client service to U.S.-based brands," Molloy said."Leveraging skilled global talent to drive growth can be a game-changer for brands. Granite Digital's strategy to integrate top global talent with local presence in Ireland and New York will appeal to brand leaders looking for top-tier digital solutions, engaging storytelling, and commitment to client service." Oran Bambrick has been appointed as Vice President of U.S. Operations. Oran will leverage his expertise in digital operations and market expansion as Granite continues to support clients in the U.S. See more stories here.

Send us a Text Message. Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in the CX industry, the role of AI in transforming quality assurance, and tips for aspiring entrepreneurs. Whether you're a CX professional, tech enthusiast, or entrepreneur, this podcast is packed with valuable takeaways to inspire and inform your journey. Tune in to explore the future of AI in CX with OttoQa! If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of the Predictable B2B Success podcast, host Vinay Koshy talks with seasoned online marketing expert Astrid Kramer. Astrid delves into the crucial intersection of SEO and Customer Experience (CX), emphasizing the importance of interdisciplinary collaboration. She discusses the significance of integrating SEO from the planning stages of product development, the evolving nature of SEO and its misconceptions, and the role of effective communication within and outside the organization. Astrid also touches on leveraging tools, data analysis, and AI to refine SEO strategies. Key takeaways include: The necessity of breaking down silos.Enabling in-house SEO capabilities.Understanding the broader impact of SEO on brand reputation and user satisfaction. But that's just the tip of the iceberg. Discover why integrating SEO into your entire organization—from editorial teams to web developers—can revolutionize your brand's visibility. Learn how emerging platforms like TikTok are morphing into significant search engines and why customer stories are golden for your website content. With Astrid's pragmatic advice on making images smaller for faster load times and insights into leveraging AI tools like ChatGPT, this episode is packed with actionable wisdom. Astrid also delves into the untapped power of interdisciplinary collaboration, weaving together SEO, social media, public relations, and customer service into a cohesive strategy. Tune in to learn how optimizing your business for search engines can become an integral part of your product strategy and customer experience. This is an episode you won't want to miss! Some areas we explore in this episode include: Professional SEO Tools: The importance of using tools like Semrush for keyword research and competitor analysis.SEO Misconceptions: Debunking common myths and emphasizing the need to work with search engines and integrate SEO into website planning.Internal Team Education: Training internal teams (web developers, editorial staff, public relations) to include SEO practices in their tasks to reduce reliance on external SEO experts.Improving Website Performance: Specific advice on making website images smaller and faster for better SEO performance.Effective SEO Consultancy: Finding a trustworthy SEO consultancy that prioritizes client-specific needs and resources.Interdisciplinary Collaboration: The need for collaboration between SEO and other disciplines like SCA, social media, public relations, customer service, and sales to develop effective SEO strategies.Leveraging Social Media for SEO: The growing significance of social media platforms like TikTok as search engines and incorporating customer questions and stories into content.SEO for Large Corporations and Publishers: Challenges faced in implementing SEO in big enterprises, focusing on the importance of educating the IT department about SEO.Technical SEO Priorities: Prioritizing technical SEO issues such as status codes, redirecting error pages, and optimizing images for large websites.Customer Experience (CX) and SEO: The increasing importance of customer experience in SEO, with Google rewarding websites that provide better CX.And much, much more...

Explore the transformative impact of Customer Experience (CX) in ecommerce with Amanda Kwasniewicz, VP of Customer Experience at Love Wellness, on Customers Who Click. Amanda discusses how CX goes beyond traditional support, acting as a crucial driver of revenue and strategic insights. From her experiences at Hulu and Casper, she reveals how effective CX can strengthen customer retention, enhance satisfaction, and support business scalability. This episode is a must-listen for ecommerce professionals looking to leverage CX for more than just handling customer queries but as a core component of their business growth strategy.

In this episode of The Brand Called You, Nienke Bloem an expert in Customer Experience, shares her expertise and insights on customer experience management gained through her career journey working with major corporations. She discusses the key components of an effective customer experience strategy, common mistakes companies make, the growing role of technologies like AI, leveraging social media across the customer journey, how small businesses can compete through specialization and authentic branding, and her innovative approach to instilling a customer focus through the Customer Experience Game. About Nienke Bloem Nienke is a keynote speaker on Customer Experience.  She's a Customer Experience educator with the most sold solution, 2 day Customer Experience Masterclass.  She is also the co-founder and facilitator of The Customer Experience Game. --- Support this podcast: https://podcasters.spotify.com/pod/show/tbcy/support

Ever wondered what sets apart thriving businesses? It’s all about the experience. Picture this: a small coffee shop in your neighborhood suddenly becomes the talk of the town. Their secret? They remembered every regular’s favorite order. Sales soared by 75% in just six months. This isn’t just luck; it’s strategic Customer Experience (CX) at its…

Struggling to create lasting customer loyalty in today's competitive landscape? Join Stacy Sherman and Bernie Borges as they unveil the secrets to crafting exceptional Customer Experience (CX) journeys that elevate client relationships. They emphasize the power of personalization, seamless content strategies, effective marketing techniques, and genuine care. Discover how to leverage revenue-boosting omnichannel approaches rooted in meaningful human connections. Learn about leadership strategies for curating personalized interactions and prioritizing the human elements of CX. This podcast is a must for business leaders aiming to differentiate their brand and excel in customer service, offering actionable insights and tips. Learn more at .

In this episode of Partner Perspectives, Scott Schell meets with Pat Henson from Veytec to discuss how they built a scalable and profitable Customer Experience (CX) practice and found value by vesting in the Cisco Advanced CX Specialization.

This episode features someone who has been at the forefront of the customer experience movement, tirelessly leading the charge in understanding how trust shapes our interactions: CX luminary Bruce Temkin. Bruce co-founded the Customer Experience Professionals Association and broke the news on this episode, that he will be transitioning as Head of the XM Institute (Qualtrics) to the next chapter of his life. This is a very special episode because Bruce and I explore the critical importance of trust as it relates to CX and ultimately, generating positive financial results. In this episode: Why the XM Institute declared 2024 as "The Year of Trust" the misconceptions CX leaders have about trust, and how can these potentially lead to ineffective customer experience strategies the connection between game theory and trust-building and how leaders can benefit by understanding that connection the difference between cognitive and affective trust Meyer Davis and Shorman's definition of trust is discussed and how does this definition  informs our understanding of interpersonal and professional relationships How to repair broken trust A sneak peak about what Bruce has planned for the next chapter of his life Meet Bruce Change creator, thought shaper, and movement maker who helps organizations become more human-centric. I help leaders gain clarity amid paralyzing levels of ambiguity, complexity, and uncertainty. I've advised many of the world's leading brands and hundreds of tech companies -- from start-ups to software behemoths. I'm often referred to as the “Godfather of Customer Experience” for defining and propelling the disciplines of Customer Experience (CX), Employee Experience (EX), and Experience Management (XM). I've helped shape multiple industry mega trends, including: Internet economy, cloud computing, digital transformation, CX, EX, and XM. The core of my work is an ability to forecast technology-driven trends, anticipate their impact on human beings, simplify the complex, and provide clear and actionable advice.  I'm a builder who has led the creation of multiple global organizations. As an engineer at heart, I'm always intrigued by how things work. I study human behavior and how it is affected by different environments such as being a customer, employee, patient, fan, or senior executive. My advice always considers how different decisions will affect people, and how those moves will play out at scale and over time. So what is my profession? I have no idea. All I know is that I'm on an ongoing learning journey, continuously looking for ways to improve the world through a combination of empathy, strategy, experience design, leadership, and organizational behavior. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Join us on VUX World for an enlightening episode with Ian Robertson from the Forum, where we delve into the dynamic world of Customer Experience (CX). In this discussion, we'll explore the critical successes and oversights of today's CX leaders, unraveling the common challenges and emerging trends that are shaping the industry. A key focus will be on speech analytics and its interplay with AI - understanding its potential, limitations, and why it hasn't yet become a mainstream tool. We'll discuss the importance of linking what customers say to their actions and outcomes, emphasizing the need to start with identifying the problem rather than jumping to solutions. Ian will shed light on the right questions CX leaders should ask for AI success and why AI solutions often end up isolated. We'll also touch on the significance of silence in speech analytics, the hurdles in acting on data insights, and the balance between striving for perfection and accepting reality. This episode promises to offer a deep dive into the complexities of CX, enhanced by real-world case studies from Capita, The Times, and Anglian Water.Join us as we dive into the details.Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the Acting Chief Customer Officer at the US General Services Administration. Camille Tucker has worked in the Chief Customer Office since 2018 and currently is dual hatted as the Lead for their Voice of the Customer Program and the Acting Chief Customer Officer. For anyone planning to create a Chief Customer Office, Camille shared how the office was originally funded and created, its current funding strategy, how the organization is structured, their primary goals, interesting staffing strategies and lessons learned over the past eight years. GSA's Chief Customer Office was one of the first customer offices created to focus on customers. Over time, they have trained many GSA employees on design thinking and have focused on their digital properties and addressing issues addressed in 21st Century Integrated Digital Experience Act (IDEA).  Now, five years after IDEA was enacted, OMB has released guidance on “Delivery Digital First Public Experiences.” Learn how the guidance has impacted GSA.Learn more about the future goals and strategies in GSA's Chief Customer Office.

About the Episode Debbie Levitt is a long-time UX and CX consultant who wants us all to get better at putting our users at the centre of the conversation, rather than paying lip service. She's the author of a few books, including "Customers Know You Suck" and runs a thriving community of UX professionals. Some of the stories from that community have concerned her, alongside the general perceived decline of the strategic role of UX, and she recently came out all guns blazing against continuous discovery, PM-led research, and one particular author who champions it. We spoke about the role of UX and CX in organisations, what's happening to user researchers, and whether PMs are really to blame for it. Episode highlights:   1. User Experience and Customer Experience used to be the same thing, and they can be again In these digital days, it seems like most people think UX people are just there in the corner to colour in people's ideas, but UX should be a strategic role that enables user and customer-focused decision-making and makes sure we always balance our business's needs with those of our users. 2. We prize and prioritise speed over quality - we just have to get it done We've been moving fast and breaking things for long enough now to realise how often it doesn't work. User research feels unconscionably slow to some people, but it doesn't have to be slow, and doing good user research (whoever does it) is an investment in trying to get things right. 3. No matter how much product managers feel they're disempowered, they're still the Golden Children of the company Back in the old days, product managers were hiding in the corner with the UX people, as agilists and engineers rode through the company calling all the shots. Now the UX people are hiding with the engineers whilst the PM makes all of the decisions. There's a power imbalance, and it's not a true "trio". 4. User researchers are getting laid off, some of the jobs are gone for good and, at least in some cases, this is because leaders think they can just hand the work off to PMs It's not fair or reasonable to lay all of this at the doors of PM thought leaders championing certain approaches. There are plenty of UX thought leaders who champion them too. But, people are getting laid off and at least some of them are blaming PM-led product discovery as the root cause. 5. We should be able to look at books and take what works from them, but apply critical thinking and ensure that we don't follow any message blindly Most books have something useful in them, and all approaches can work in some contexts. Debbie has her approach, others have their approaches, and there's no one "right way". But, it's important to make sure that approaches can be challenged, expanded upon, and that the approaches and techniques are described clearly and without room for interpretation. Check out "Customers Know You Suck" "Customers Know You Suck is the how-to manual for customer-centric product-market fit. Its highly actionable models, maps, and processes empower everyone to improve the Customer Experience (CX). Learn how to investigate, diagnose, and act on what's blocking teams. Gather the evidence and data that better inform decisions, leading to increased satisfaction, conversion, and loyalty. Use our governance model for implementing and monitoring the progress, success, and failure of internal process changes and experiments." Check it out on Amazon or pay what you want. Check out how to use a Knowledge Quadrant Debbie is a fan of doing good discovery, naturally. Here's a video of an approach she recommends called the Knowledge Quadrant: Workshop: Discovery Phase - Knowledge Quadrant Contact Debbie You can catch up with Debbie on LinkedIn or check out Delta CX. Related episodes you should like: Using Solution Tests to Make Sure You're Building Products Users Want (Jim Morris, Founder @ Product Discovery Group) Getting into the Habit of Continuous Discovery (Teresa Torres, Author "Continuous Discovery Habits") We're All Responsible For Accessible Product Design (Holly Schroeder, Senior UX Researcher & Accessibility Advocate) Making Sure You Make an Impact through User Research (Steve Portigal, User Research Consultant & Author "Interviewing Users") Product Leadership Principles for Tumultuous Times (Giff Constable, Author "Talking with Humans" & "Testing with Humans") How to Deploy Empathy to Truly Understand User Needs (Michele Hansen, Author "Deploy Empathy") Chinese Startup Culture & Putting the Minimum into MVP (Carlos Lastres, Creative & Marketing Director @ Kaiyan Medical) Building a Culture of Continuous Discovery (Cindy Alvarez, Author "Lean Customer Development")

As we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at the brink of transformative change. Let's explore the exciting, realistic predictions that are shaping the future of these industries. These are part prediction and part wish list for what I would like 2024 to become.If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success.Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship between successful client management and strategic delegation, emphasizing the significance of empathetic and intelligent client interactions.Tune in to discover Athena's transformative strategies in client service and delegation.If you enjoyed this episode, please rate us on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction and Focus on Customer Experience (CX)(01:20) Chris's Journey to CX and Athena's Philosophy(03:37) Athena's Approach to Matching Executives and EAs(06:56) Empowering and Nurturing Executive Assistants at Athena(09:13) Onboarding Clients and the Art of Delegation(11:11) Adapting Hero's Journey in Customer Onboarding(16:47) Client Engagement and Tracking Happiness(20:45) Client-Centric Strategies and Using AI(24:31) Teaching Clients Effective Delegation(28:00) EA's Impact on Clients' Lives and Athena's Culture(30:05) Approach to Unengaged or Unhappy Clients(32:24) Tracking Client Engagement and Happiness with AI(39:00) Chris's Personal Experience with Exceptional Customer Service(41:57) Final Thoughts and Advice for Customer Experience Leaders

AI, Industries, and Customer ExperienceThe Big ThemesUnified SAP strategy: SAP strategically integrates Customer Experience (CX) and Industries, leveraging its status as a big enterprise with 400,000+ global customers. Its unique approach of combining strengths offers comprehensive tools from supply chain to enterprise resource planning (ERP) for a seamless, industry-focused experience for a diverse customer base.Retail evolution: The retail space is evolving into a combination of multiple industries, with a focus on providing a smooth, connected experience for customers from discovery to fulfillment. Every step of the journey, there's a promise to the customer that needs to be met, which software can help fulfill.Business outcomes and AI: It's critical to focus on business outcomes rather than getting overly caught up in the technology itself. The goal is to deliver tangible value to customers and optimize operations. SAP's approach to AI involves solving for business outcomes first and avoiding distraction by the technology itself.The Big Quote: “... what SAP will do this year, and in the years to come, is [to be] laser-focused on the outcome of what our customers are asking, independent of solutions. Optimizing the whole, looking at it as a connected, intelligent CX, that solves for outcomes at every step of the journey."

In this episode, my former client, Maddie Sullivan, shares exactly how she pivoted from tech sales, to building a successful wedding photography business, to becoming the Senior Program Manager of Customer Experience (CX) for Delta Vacations. She is an inspiration AND a wealth of knowledge, sharing specific tips and tactics we used to help her make a successful pivot back into corporate. Thank you so much for sharing your story with the Answer the Call community, Maddie! Cheering you on, Kelsey Kemp + Audrey Bagarus Free career coaching resources: Free Training: How to Find and Land a Job You Feel Called to in 8 Straightforward Steps → ⁠Watch Here⁠⁠ More of a reader? ⁠Download the 22 page PDF⁠ version instead → Download here⁠ Schedule a free, 30 min consultation to get our help with your career → ⁠Schedule here⁠ Connect with us: Website: ⁠⁠thecalledcareer.com⁠⁠ Instagram: ⁠⁠@kelsey_thecalledcareer⁠⁠ LinkedIn: ⁠⁠The Called Career

In this episode, I talk about the trends you need to prioritize going into 2024 when it comes to Customer Experience (CX).  It's time to close out 2023 and talk about the trends you need to know for the new year to grow your business. Visit http://6canons.com/ to invest in my latest virtual hospitality program.   - Prioritize people and the basics of front line hospitality, consistency, and trust - Analyze your customer journey to reduce friction and prioritize your omnichannel experience - Utilize A.I. and predictive analystics to deliver hyper-personalized experiences - Deepen relationships in your community through local participation, sustainability, and good works   It's time for the great service comeback!  Visit http://6canons.com/ to invest in my latest virtual hospitality program.     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

Welcome to another engaging episode of the CX Goalkeeper Podcast! Today, we're thrilled to present "Distilling the Essence of CX: The CX World Games with Chris Brooks." Dive deep into the world of Customer Experience (CX) with our esteemed guest, Chris Brooks, a renowned CX consultant and the visionary behind the CX World Games.About Chris Brooks:Chris Brooks stands at the forefront of CX innovation. With a career spanning several years, he's a thought leader who believes in practical solutions over theoretical knowledge. His work with the CX World Games is a testament to his commitment to real-world impacts in the customer experience domain.Key Quotes:“We can do a lot more in CX by considering its social impact.” – Chris Brooks“The most precious resource for CX professionals is their time.” – Chris Brooks“Be conscious of where you set your compass in the CX journey.” – Chris BrooksWhy Listen:This episode is a treasure trove for anyone in the CX field – from novices to seasoned professionals. Chris' unique perspective on CX as a blend of art and science, combined with his experiences with the CX World Games, offers invaluable lessons and strategies.Don't miss out on this insightful conversation. Listen now, and if you find value in our content, please subscribe and share. Your support helps us bring more such CX insights to you. Follow the CX Goalkeeper Podcast for more episodes where we dissect the goals and strategies of leading CX practitioners and thinkers.Customer Experience, CX Leadership, Chris Brooks, CX World Games, Business Transformation, Podcast, CX Community, Customer Service, CX Innovation.Stay Connected:For more updates and episodes, follow us on your preferred podcasting platform and visit our website. https://www.cxgoalkeeper.com/podcast. Follow me on LinkedIn https://www.linkedin.com/in/gregorio-uglioni/ for regular transformation, leadership, and CX insights and discussions.Empowering your transformation journey with insights from the best in the field. That's the goal we keep at CX Goalkeeper Podcast.

On this episode of the Futurum Tech Webcast – Interview Series, host Steven Dickens welcomes Nick Delis, Senior Vice President - International and Strategic Sales for Five9, to discuss trends in Customer Experience (CX) including the adoption of AI and automation. While AI is a buzzword worldwide, its implementation differs by region. Delis stresses the importance of empathy in customer interactions and how technology, like generative AI, can enhance human conversations. The conversation also touches on the advantages of nimble, cloud-native companies over legacy players and the need for consolidation of data for better personalization.  Their discussion covers: Key trends such as AI and automation in global CX, and how adoption rates vary How different regions are at different stages of adopting technology, with some transitioning to cloud solutions and others embracing AI for self-service Empathy remaining crucial in customer interactions, with technology like generative AI enhancing human conversations How nimble, cloud-native companies have an advantage over legacy players in adopting new technology and that consolidation of data is essential for better personalization in CX A look at the anticipated trends in 2024, including interactive virtual agents, agent empowerment, and advanced AI tools for data analysis to provide personalized experiences

https://www.paypal.me/Truelifepodcast?locale.x=en_USLadies and gentlemen, it is a distinct honor to introduce our esteemed guest, Shane, the visionary leader and custodian of Everetics. With an illustrious career spanning over two decades, Shane has masterfully navigated the intricate landscape of both small ($4M) and large ($1.4B) enterprise software and SaaS businesses, with a profound focus on Customer Support.Everetics, the brainchild of Shane, stands as a testament to the indomitable spirit of “paying it forward.” It was founded as a solution to the challenges that often besiege Customer Support, Service, and Success. Shane's journey has been one marked by the triumph over recessions, surging costs, declining retention rates, scaling, hyper-growth, and IPOs.Shane's belief in the pivotal role of exceptional service as the backbone of any thriving business is not merely a philosophy; it's a guiding principle. He understands that delivering practical and strategic Customer Experience (CX) solutions is the cornerstone of supercharging both customers and a business's success.Shane's unparalleled expertise has garnered recognition from industry leaders and accolades such as the TSIA Customer Success Gold Star Award, the Stevie Customer Success Award, and the Service Strategies Support Center Practices Certification.Today, we have the privilege of delving into Shane's wealth of knowledge and the remarkable journey of Everetics, as we explore the transformation of Customer Support into a revenue-generating powerhouse. Please join me in extending a warm welcome to Shane as we unravel the insights and wisdom from his extraordinary career and mission with Everetics.https://www.everetics.com/https://www.everetics.com/ https://www.paypal.me/Truelifepodcast?locale.x=en_US

We know that thought leadership compounds over time. So starting earlier in your career will have a greater impact. But how soon can you start? What requirements do you need first? In order to explore how soon is too soon I've invited Vaishali Dialani a Senior Customer Experience Strategist at Konabos Consulting - a full-service, end-to-end, digital experience solutions agency. Vaishali paints a picture of her earliest journey in thought leadership by participating in everything she could find and every event possible – often leading them early in her education and career. By taking these initiatives she was able to get speaking and presenting opportunities that strengthened her confidence and opened the door to networking prospects. Meeting a connection at a conference is great but you need to follow up to foster that new relationship.  Vaishali shares how she does active outreach, reaching out via LinkedIn to grow her network.  She goes beyond people she has met in person and explains what you should be looking for in a contact before reaching out. Finally, Vaishali shares how growing up in India and being from a blended family gives her unique perspectives that she uses to enhance her Customer Experience (CX) work.  We learn how her personality not only affects the CX work she does but also how her personality is blended directly into the work. In this episode Vaishali shares incredible advice for starting the thought leadership experience, excelling at customer experience, and nurturing a network of value.  Three Key Takeaways: ·       *  Thought Leadership doesn't have to be industry changing ideas.  If you have thoughts and opinions - share them! ·       *  You are never going to know everything about your field of expertise.  Share what you know now, you can share now. ·      *    People don't invest enough in learning.  You can never know enough and can always be sharpening your craft.

Ana Cavagnoli is the founder of Ignite Business; she has over 20 years of experience working in large organizations leading change by inspiring and empowering people. Over her career, Ana has implemented strategies and process improvements with significant bottom-line results during her career. She is a transformational leader that knows how to drive performance by crafting and sharing a clear vision, defining measurements, and elevating collaboration throughout cross-functional teams locally and globally. During her career, Ana learned how to lead and work in male-dominant environments and how to be self-confident despite challenges. Her broad international experience allowed Ana to become an empathetic leader learning how to adapt her communication style to different audiences and cultures.   CAREER HIGHLIGHTS: - 20 + years of expertise in Customer Experience (CX), Process Improvement, Supply Chain Management (Logistics, Quality, Procurement), Project Management, Product Management, and Business Value Strategies. - She had several leadership positions in male-dominant organizations:  as Director of Quality, Sr Customer Experience Manager, and Logistic Manager. - Experience working with Agile Organizations implementing Business Strategy for diverse teams. - Wide range of international experience (10 different countries) allowed Ana to develop - Founder of Ignite Business, acting as a speaker, consultant, mentor, and training teams. Ana's LinkedIn Ana's Website Ana's Instagram

How AI is Transforming Customer Communication Shep Hyken interviews Anand Janefalkar, CEO and founder of UJET. He talks about the power of AI enhancing CX and how businesses can leverage it to improve customer support and avoid churn. Top Takeaways:  Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience. They found out that the number one reason customers leave is rudeness or apathy. Almost 40 years later, our customer service and experience research has the same findings - the number one reason customers leave to do business elsewhere is rudeness or apathy.  The evolution of customer communication has expanded beyond traditional phone and mail. Companies must embrace diverse channels like chatbots, social media, and visual communication to meet customer expectations and deliver a seamless experience. Customer service professionals and support agents now mostly consist of young professionals who are digitally acquainted. They are "obsessed" with their phones, and the internet has become a seamless extension of their day-to-day lives. Training them on a stack designed 20-30 years ago, which they have never used in their lives, then asking them to solve a problem for the customer without using their senses of visual and contextual information gathering is a recipe for disaster. The result can be rudeness that comes from frustration from the inability to solve that issue. Technology must feel intuitive. Just like smartphones became popular because they are easy to use, customer service platforms must prioritize user-friendly interfaces that make interactions effortless. They should have a human-first mindset when designing communication between customers, support agents, and AI. Organizations need to be responsible for using AI for customer interactions. Proper training, data, and empathy are crucial to ensure AI understands and responds appropriately to customers, providing a human-like experience while maintaining efficiency and accuracy. Plus, Shep and Anand discuss how AI can empower agents and increase their efficiency. Tune in! Quote: "Natural language processing and AI play a crucial role in customer communication. When communicating with customers, it needs to feel like you're explaining something just like you would explain it to a family or a friend."  About:  Anand Janefalkar is the Chief Executive Officer and Founder of UJET. Anand founded UJET to modernize the contact center by addressing long-standing design flaws and conventional thinking that have failed to evolve in parallel with changing human interaction landscape. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Creating a Diverse, Equitable, and Inclusive Workplace That Drives a Better Employee Experience Shep Hyken interviews Philip Mandelbaum, founder, and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice. He talks about how prioritizing diversity, equity, and inclusion creates a supportive work environment that drives revenue growth and customer loyalty. Top Takeaways:  Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equitable workforce. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand.  Many people in diverse workforces report being discriminated against. According to Deloitte's State of Inclusion survey, nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at least once a month. Studies have shown that companies devoted to DEI (diversity, equity, and inclusion) earn 140% more revenue. They are 70% more likely to capture a new market and 35% more likely to outperform their competitors.  There is a difference between equality and equity. Equality is about treating each person with respect regardless of their background. Equity is acknowledging that people show up to work under their own unique circumstances. It considers historical and present-day disadvantages and makes sure that each individual has the appropriate resources to succeed.  Customers buy and support companies that care about the same things that they do. According to our 2023 Achieving Customer Amazement Study, sponsored by Five9, 43% of consumers believe it's important that a company has a social cause that's important to them. 41% are willing to pay more if the cause is important to them, making the price less relevant. 60% of Gen Z said they are willing to tolerate a poor service experience from a company that cares about the same things they do. Plus, Shep and Philip discuss who they think is the most important person in an organization - the CEO, the customers, the employees, or the shareholders. Tune in! Quote: "Diversity, equity, and inclusion are important to a business's internal success with the employees, which translates to customer success." About:  Philip Mandelbaum is a 20-year industry veteran and thought leader in digital marketing, customer experience, and employee experience. He is the founder and CEO of Mandelbaum Marketing and Head of Content of Customer Management Practice. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices