Podcasts about customer experience management

Play Episode Listen Later Nov 14, 2024 32:18

Meet Alek Alek Catlett is a manager in EY's AI & Data consulting practice, where he has worked for the past 4 years. Alek helps his clients solve complex problems where the customer and data meet. Prior to EY, Alek spent 6 years at Tailored Brands, parent company to Men's Wearhouse, Jos. A. Bank, and Moores. Alek is also a graduate of the first Masters of Science in Customer Experience Management in North America from Michigan State University.

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#110 Why Your Survey Scores May Be Misleading

Play Episode Listen Later Nov 14, 2024 33:47

Meet Alek Alek Catlett is a manager in EY's AI & Data consulting practice, where he has worked for the past 4 years. Alek helps his clients solve complex problems where the customer and data meet. Prior to EY, Alek spent 6 years at Tailored Brands, parent company to Men's Wearhouse, Jos. A. Bank, and Moores. Alek is also a graduate of the first Masters of Science in Customer Experience Management in North America from Michigan State University.

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Personalized: Customer Strategy in the Age of AI. Harnessing the Power of AI (ft. David Edelman)

Play Episode Listen Later Nov 13, 2024 36:44

The Five Promises of Personalization. Harnessing the power of AI to personalize the customer experience. Exploding the myth of proving the ROI of CX. This and so much more to talk about with our guest David Edelman on the All Things Considered CX Podcast with Bob Azman. David is the co-author of the new book Personalized. Customer Strategy in the Age of AI. He is a senior lecturer at Harvard Business School, an executive adviser and board member to brands and technology providers, and an adviser to BCG. Previously, David was chief marketing officer at Aetna and has worked with dozens of companies on personalization, AI, and agile marketing at BCG and Digitas. Forbes has repeatedly named him one of the Top 20 Most Influential Voices in Marketing, and Ad Age has named him a Top 20 Chief Marketing and Technology Officer.Join us for a fascinating conversation on how to differentiate your brand in the age of AI. Brand and CX are one in the same and David provides great examples to prove his point.

Episode 227 - Facing Adversity and Addiction: Balancing Life, Business, and Mental Health | Katie Mares (Part 3)

The Fearless Mindset

Play Episode Listen Later Nov 5, 2024 41:27

In this episode, Mark Ledlow is joined by Katie Mares for an empowering conversation with a passionate advocate for women, focused on helping victims of abuse and addressing issues like addiction, notably pornography, and its impact on personal relationships. They discuss the importance of consistency in building credibility on social media, the emotional struggles in overcoming addiction, and the power of purpose-driven life and business practices. Key insights include practicality of facing adversity, methods to maintain mental health, and the significance of genuine human connections post-pandemic. Katie also shares her journey from survival to thriving and emphasizes serving others over chasing monetary gains.Learn about all this and more in this episode of The Fearless Mindset Podcast.KEY TAKEAWAYSAddiction Awareness: Pornography is discussed as an addiction that affects both men and women, impacting their personal and relational lives.Power of Consistency: Real credibility on social media is built through consistent effort rather than just frequent postings.Serving Others: Prioritizing genuine relationships and serving others over chasing money can lead to long-term success and fulfillment.Emotional Connection in Business: Building trust and loyalty requires emotional connection rather than a purely transactional approach.Personal Growth: Katie Mares shares her transformative journey from survival to thriving, emphasizing the importance of self-worth and resilience.Positive Energy: Choosing to focus on positivity can significantly affect one's personal and professional life.Unique Individuality: Everyone is unique and has a significant value to bring to the world.QUOTES"Consistency builds credibility." – Katie Mares"When you chase money, you miss the joy in the journey." – Katie Mares"The joy is all around, look for it." – Katie Mares"You are so unique, the world needs you just as you are." – Katie Mares"Without a doubt, life and business are the same thing; your personal life transfers into your business life." – Mark LedlowGet to know more about Katie Mares:LinkedIn: https://www.linkedin.com/company/katie-mares-consulting/To hear more episodes of The Fearless Mindset podcast, you can go to https://the-fearless-mindset.simplecast.com/ or listen to major podcasting platforms such as Apple, Google Podcasts, Spotify, etc. You can also subscribe to the Fearless Mindset YouTube Channel to watch episodes on video.

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Building Brand Loyalty Through Unboxing Marketing... End-To-End Customer Experience (ft. Tyler Delarm)

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Play Episode Listen Later Oct 14, 2024 30:15

As CX professionals, we often talk about the experience has to be “end-to-end”. But too often we forget steps along the way – including what happens when the customer's package arrives and they “unbox it”. Is it personal or generic? Does it make them smile or grimace? In this episode of the All Things Considered CX podcast, Tyler DeLarm joins us to talk about “unboxing marketing” strategies. Tyler is a seasoned business leader with a reputation for building and guiding successful teams. Fueled by a passion for helping brands unlock their potential, he has spent his career redefining how companies engage with their employees and customer base. But Tyler is not just about the data and revenue. He brings a distinctive leadership style to UnDigital that fosters a supportive and inclusive environment.

#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care

Play Episode Listen Later Oct 10, 2024 36:04

Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen. Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carolina Basnight Cancer Hospital, recently retired after advocating for patients, families, hospital staff and administration for the past 14 years. Muss started in her role with the PFAC in 2009 with the hope of strengthening the relationship between patients, caregivers and their cancer care teams. On this episode of The Delighted Customers Podcast, Loretta talks about some of the realities stressing our healthcare system and the impact on patients. She shares the immensely successful PFAC she launched for UNC's Cancer Hospital and we talk about how the model can be used to help businesses inside and outside of healthcare. Here are three pivotal questions she answered, which we believe can reshape how we view healthcare: How can caregivers' inclusion in advisory councils transform patient care? Caregivers play a crucial role in the patient journey, often providing the most consistent care. Understanding their perspectives can lead to more holistic and effective healthcare solutions. What strategies can be employed to prevent burnout among healthcare providers while maintaining high standards of compassionate care? Burnout is a critical issue affecting healthcare providers worldwide. Addressing it is essential to ensure that providers can continue delivering the high-quality, compassionate care that patients need. In what ways can personalized patient interactions improve overall healthcare outcomes? Personalization in healthcare can bridge the gap between clinical efficiency and patient satisfaction. Exploring this can lead to better health outcomes and a more humane healthcare experience. Curious about Loretta's insightful answers? Tune in to our latest podcast episode and discover how these questions and their answers can drive significant improvements in the healthcare sector.

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#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care

Play Episode Listen Later Oct 10, 2024 37:38

Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen. Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carolina Basnight Cancer Hospital, recently retired after advocating for patients, families, hospital staff and administration for the past 14 years. Muss started in her role with the PFAC in 2009 with the hope of strengthening the relationship between patients, caregivers and their cancer care teams. On this episode of The Delighted Customers Podcast, Loretta talks about some of the realities stressing our healthcare system and the impact on patients. She shares the immensely successful PFAC she launched for UNC's Cancer Hospital and we talk about how the model can be used to help businesses inside and outside of healthcare. Here are three pivotal questions she answered, which we believe can reshape how we view healthcare: How can caregivers' inclusion in advisory councils transform patient care? Caregivers play a crucial role in the patient journey, often providing the most consistent care. Understanding their perspectives can lead to more holistic and effective healthcare solutions. What strategies can be employed to prevent burnout among healthcare providers while maintaining high standards of compassionate care? Burnout is a critical issue affecting healthcare providers worldwide. Addressing it is essential to ensure that providers can continue delivering the high-quality, compassionate care that patients need. In what ways can personalized patient interactions improve overall healthcare outcomes? Personalization in healthcare can bridge the gap between clinical efficiency and patient satisfaction. Exploring this can lead to better health outcomes and a more humane healthcare experience. Curious about Loretta's insightful answers? Tune in to our latest podcast episode and discover how these questions and their answers can drive significant improvements in the healthcare sector.

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Episode 224 - Empowering Women in Security | Katie Mares (Part 2)

The Fearless Mindset

Play Episode Listen Later Oct 8, 2024 29:53

In this episode, Mark Ledlow is joined by Katie Mares for an empowering conversation with a passionate advocate for women, focused on helping victims of abuse. The guest shares her personal journey of overcoming an abusive relationship and discusses her mission to build a supportive community called Ladies Take Control. She highlights the importance of personal agency, discovering purpose, and fostering supportive networks. Additionally, the guest introduces her upcoming app, which will offer resources and anonymity for women, including courses by notable figures like Laurel Langmire. The episode also touches on challenges such as women's hesitation to apply for jobs, the significance of mental strength, and the transformative power of faith. Overall, the conversation emphasizes proactive change and empowerment in the face of adversity, encouraging women to rise above fear and societal limitations.Learn about all this and more in this episode of The Fearless Mindset Podcast.KEY TAKEAWAYSEmpowerment: Katie shares her journey and mission to empower women through her community app, Ladies Take Control, with resources and support.Importance of Community: Highlight the significance of support systems and communities in overcoming personal struggles and adversities.Choice and Control: Stress the power of making personal choices and taking control of one's life, aligning with the theme of finding purpose in controllable aspects.Mental Health: Discuss coping mechanisms like exercise, breath work, and leveraging a supportive network for managing PTSD and other stresses.Faith and Transformation: Katie's story of finding faith and using it as a foundation to rebuild her life and help others.Encouraging Women's Voices: Advocate for women to speak up, take risks, and challenge corporate and societal norms to close the equality gap.Mindset and Resilience: The importance of a resilient and empowering mindset in overcoming obstacles and achieving personal and professional goals.QUOTES"I'll take all of the heat. I will walk through the fire. I will receive those burns with honor, if that means I help even just one woman get out." - Katie Mares"I encourage women to make wise choices." - Katie Mares"The choice to think differently, to have belief in yourself, to take a risk, to switch that mindset. That choice is all yours." - Katie Mares"So you don't have to have a victim mindset. I'm a victim. I choose not to have a victim mindset." - Katie Mares"There's some, it's, whatever it is, most people are comfortable with the universe. ... But believing that there is something bigger than us allows us to shop for hope and faith that you can do more than what you're experiencing right now in life." - Katie MaresGet to know more about Katie Mares:LinkedIn: https://www.linkedin.com/company/katie-mares-consulting/To hear more episodes of The Fearless Mindset podcast, you can go to https://the-fearless-mindset.simplecast.com/ or listen to major podcasting platforms such as Apple, Google Podcasts, Spotify, etc. You can also subscribe to the Fearless Mindset YouTube Channel to watch episodes on video.

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#104: Common Barriers to CX Success and How to Overcome Them

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Play Episode Listen Later Oct 3, 2024 28:04

Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management practice and offered some actionable ways to overcome them. In this episode Cyndi answered these questions and more: Do You Have a Clear Vision and Plan for Your Organization? Cyndi underscores the importance of having a clear roadmap for your organization's future. It's not just about the big picture—breaking it down into manageable, actionable steps that employees and stakeholders can understand and support is crucial for long-term success. Are You Iterating and Celebrating Small Wins? Cyndi believes that even the best plans will fall short without iteration. Starting small and making adjustments along the way allows for steady progress. By breaking long-term strategies into smaller, achievable milestones, you not only keep teams engaged but also create momentum by celebrating each victory. Is Your Approach Employee- and Data-Centric? Cyndi highlights the power of linking CX metrics to business data and effectively communicating these insights to stakeholders. She emphasizes the importance of understanding who owns the data and engaging champions within the organization to propel the CX strategy forward. Meet Cyndi! CYNDI LYON, CCXP With nearly 30 years of industry experience, Cyndi Lyon is a trailblazer in the realm of customer experience (CX). As the Vice President of Customer Experience Strategy at OTAVA, she is leading a transformative shift towards a customer-centric model, ensuring that the customer is always at the heart of every strategy through relentless focus on continuous improvement and operational excellence. Cyndi's dedication to CX is unparalleled. Recently, she earned her Master's in Customer Experience Management from Michigan State University, marking her as a pioneer in this evolving field. Her expertise spans creating exceptional customer experiences, operationalizing CX strategies, drive continuous improvement and fostering a customer-centric culture that permeates every aspect of business operations. For Cyndi, the cornerstone of every successful business is a deep understanding and genuine appreciation of the customer. Cyndi's career spans product management, technology operations, professional services, marketing, and more. This breadth of experience fuels her passion for delivering top-notch customer experiences. Her drive for enriching product and service delivery is realized through innovation, collaboration, process improvement, and organizational development. Since joining OTAVA in 2018, Cyndi has built a legacy of success, leading the company's product, marketing, and business strategy, and heading the operations team to streamline processes and systems. Her ability to build and inspire teams, coupled with her strategic foresight, has been instrumental in OTAVA's growth and customer satisfaction. Outside of her professional life, Cyndi is a proud wife and mother of two teenage daughters. She holds the prestigious CCXP certification and enjoys regularly participating in half marathons and spending quality time with her family in Ann Arbor, Michigan.

#104: Common Barriers to CX Success and How to Overcome Them

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Play Episode Listen Later Oct 3, 2024 29:33

Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management practice and offered some actionable ways to overcome them. In this episode Cyndi answered these questions and more: Do You Have a Clear Vision and Plan for Your Organization? Cyndi underscores the importance of having a clear roadmap for your organization's future. It's not just about the big picture—breaking it down into manageable, actionable steps that employees and stakeholders can understand and support is crucial for long-term success. Are You Iterating and Celebrating Small Wins? Cyndi believes that even the best plans will fall short without iteration. Starting small and making adjustments along the way allows for steady progress. By breaking long-term strategies into smaller, achievable milestones, you not only keep teams engaged but also create momentum by celebrating each victory. Is Your Approach Employee- and Data-Centric? Cyndi highlights the power of linking CX metrics to business data and effectively communicating these insights to stakeholders. She emphasizes the importance of understanding who owns the data and engaging champions within the organization to propel the CX strategy forward. Meet Cyndi! CYNDI LYON, CCXP With nearly 30 years of industry experience, Cyndi Lyon is a trailblazer in the realm of customer experience (CX). As the Vice President of Customer Experience Strategy at OTAVA, she is leading a transformative shift towards a customer-centric model, ensuring that the customer is always at the heart of every strategy through relentless focus on continuous improvement and operational excellence. Cyndi's dedication to CX is unparalleled. Recently, she earned her Master's in Customer Experience Management from Michigan State University, marking her as a pioneer in this evolving field. Her expertise spans creating exceptional customer experiences, operationalizing CX strategies, drive continuous improvement and fostering a customer-centric culture that permeates every aspect of business operations. For Cyndi, the cornerstone of every successful business is a deep understanding and genuine appreciation of the customer. Cyndi's career spans product management, technology operations, professional services, marketing, and more. This breadth of experience fuels her passion for delivering top-notch customer experiences. Her drive for enriching product and service delivery is realized through innovation, collaboration, process improvement, and organizational development. Since joining OTAVA in 2018, Cyndi has built a legacy of success, leading the company's product, marketing, and business strategy, and heading the operations team to streamline processes and systems. Her ability to build and inspire teams, coupled with her strategic foresight, has been instrumental in OTAVA's growth and customer satisfaction. Outside of her professional life, Cyndi is a proud wife and mother of two teenage daughters. She holds the prestigious CCXP certification and enjoys regularly participating in half marathons and spending quality time with her family in Ann Arbor, Michigan.

AI. Offshoring. Delight. Rage. What is the Impact to Revenue, Reputation and Loyalty? (Ft. John Goodman)

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Play Episode Listen Later Sep 23, 2024 37:03

He's back! And does he have some great new research, insights and perspectives to share on this episode of the All Things Considered CX podcast. John Goodman joins me to talk about AI, Offshoring, Delighting customers, the latest info related to focused research on CPG customer delight and so much more! John has joined me several times in the past and always has an informative, thought-provoking topic to discuss and this conversation is no different. John is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. CX metrics are always hot topics but John's straightforward, no-nonsense approach to them is refreshing!#CXM#CX #CXMPodcast#AI#customerexperience

Episode 221 - Empowering Women in Security | Katie Mares (Part 1)

The Fearless Mindset

Play Episode Listen Later Sep 17, 2024 28:47

In this episode, Mark Ledlow is joined by branding expert Katie Mares as she shares her journey through adversity and her fearless mindset. Katie discusses her expertise in branding, the significance of providing a human-focused customer experience, and the limitations of relying solely on AI. She also highlights the physiological differences in consumer behavior between men and women, emphasizing the importance of emotional engagement in business. Furthermore, Katie opens up about her personal struggles with domestic abuse and her mission to empower women to find courage during dark times. This episode delves into the power of choice, human connection, and the impact of real experiences.Learn about all this and more in this episode of The Fearless Mindset Podcast.KEY TAKEAWAYSHuman Connection vs. AI: The importance of genuine human interaction in branding and customer experience, and why AI cannot replace personal touch.The Influence of Women: How women drive a significant portion of global consumption and the impact of their buying decisions across generations.Brand Experience: The necessity for brands to create memorable, emotional experiences rather than relying solely on digital solutions and AI.Value Over Sales: How offering value rather than direct sales pitches builds lasting relationships and loyalty with clients.Courage in Adversity: Katie's journey of overcoming personal challenges and how her mission is to inspire others to face their fears with courage.QUOTES"Your customers are not bots. They're humans that crave human interaction.""You need to cast your experience net wide enough to capture her, because you won't lose him. But if you cast your experience net just to capture him, you'll lose her.""Courage isn't doing things in the absence of fear; it's doing it when you're walking through fear."Get to know more about Katie Mares:LinkedIn: https://www.linkedin.com/company/katie-mares-consulting/To hear more episodes of The Fearless Mindset podcast, you can go to https://the-fearless-mindset.simplecast.com/ or listen to major podcasting platforms such as Apple, Google Podcasts, Spotify, etc. You can also subscribe to the Fearless Mindset YouTube Channel to watch episodes on video.

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Shaping the Future: AI and Innovation at MoveXM

CX Goalkeeper - Customer Experience, Business Transformation & Leadership

Play Episode Listen Later Sep 16, 2024 24:57

In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today's fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape.About the GuestHolger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany.Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG.Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics.MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards.Relevant LinksLinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/Website: https://movexm.comThe Top 3 Key LearningsAI's Evolution in CX: The integration of AI, particularly generative AI, is a trend and a necessary evolution for improving efficiency and gaining valuable insights in customer experience management.Balancing Personalization and Privacy: Successfully navigating the thin line between offering hyper-personalized experiences and respecting customer privacy is crucial for maintaining trust and avoiding the "creepy factor."Customer-Centric Culture: A strong customer-centric culture, supported by trust and a willingness to innovate, is vital for driving success in any customer experience strategy.Chapters (Audio Version)00:00 Introduction and Guest Introduction 03:07 AI in Customer Experience 05:50 Challenges in AI Implementation 11:41 Customer-Centric Culture and AI Implementation 13:57 Data Privacy and Security 18:29 Customer-Centric Culture at MoveXM 22:02 Future of CX and AI 23:16 Contact Information and Closing RemarksThank you for reading this episode summary! We hope you found it insightful. Please don't forget to follow and subscribe to the CX Goalkeeper Podcast to stay updated with our latest episodes:Apple Podcast: Apple PodcastSpotify: SpotifyYour feedback is valuable—feel free to share your thoughts!

Unlocking The Emotional Drivers of Human Decisions to Create Powerful Stories & Experience (ft. Ian Baer)

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Play Episode Listen Later Sep 9, 2024 32:08

Ian Baer, Founder and Chief Soothsayer, has been solving marketing's greatest challenges forover three decades. He has spent his career helping major brands achieve extraordinary successand challenger brands box above their weight class in leadership roles with Publicis Groupe,TBWA, Rapp, Deutsch and others, and was named to Campaign US' Digital 40 Over 40. A prominent thought leader all aspects of marketing, Ian has spoken at numerous conferences and podcasts discussing trends in consumer behavior. In addition tofounding sooth in 2023, Ian is the brand storytelling practice lead for Kestrel Consultants andsits on the Ithaca College Customer Experience Board.

Episode 101: CX-PRO - Beyond the Basics: Book Review with the Editor

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Play Episode Listen Later Sep 9, 2024 25:25

Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I'm thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to quality, and the lasting impact of genuine human connections. The book celebrates employee-driven insights as key drivers of innovation and dives into the diverse career paths that fuel the CX ecosystem. In this episode: Why this book offers CX leaders a fresh perspective on customer experience management How the contributing authors were selected A closer look at standout chapters with exclusive excerpts A teaser on my chapter about change leadership This book is an essential resource for CX leaders and anyone passionate about advancing their understanding of customer experience management. ----------------------- Show Notes: Meet Karl Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career, he has served in a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the Founder and CEO of HorizonCX, Karl offers professional services to organizations in two general categories. Small to medium-sized businesses aiming to begin the Customer Experience journey Large enterprises on the Customer Experience journey aiming to bring it to the next higher level In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value. Karl is steeped in the Customer Experience Management discipline, including developing customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence, and setting up metrics and measurement systems that help drive organizational return on investment. Books: CX-PRO - Beyond the Basics: Advanced Insights for Customer Experience Professionals Paperback – September 10, 2024 by Karl Sharicz (Editor) https://www.amazon.com/CX-PRO-Advanced-Insights-Experience-Professionals/dp/B0DD9L8BKC Learn more about your ad choices. Visit megaphone.fm/adchoices

#101: CX-PRO - Beyond the Basics: Book Review with the Editor

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Play Episode Listen Later Sep 9, 2024 23:56

Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I'm thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to quality, and the lasting impact of genuine human connections. The book celebrates employee-driven insights as key drivers of innovation and dives into the diverse career paths that fuel the CX ecosystem. In this episode: Why this book offers CX leaders a fresh perspective on customer experience management How the contributing authors were selected A closer look at standout chapters with exclusive excerpts A teaser on my chapter about change leadership This book is an essential resource for CX leaders and anyone passionate about advancing their understanding of customer experience management. ----------------------- Show Notes: Meet Karl Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career, he has served in a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the Founder and CEO of HorizonCX, Karl offers professional services to organizations in two general categories. Small to medium-sized businesses aiming to begin the Customer Experience journey Large enterprises on the Customer Experience journey aiming to bring it to the next higher level In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value. Karl is steeped in the Customer Experience Management discipline, including developing customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence, and setting up metrics and measurement systems that help drive organizational return on investment. Books: CX-PRO - Beyond the Basics: Advanced Insights for Customer Experience Professionals Paperback – September 10, 2024 by Karl Sharicz (Editor) https://www.amazon.com/CX-PRO-Advanced-Insights-Experience-Professionals/dp/B0DD9L8BKC

Is Empathy Over-Hyped? What is Its Role? Why Bother?

The Intuitive Customer - Improve Your Customer Experience To Gain Growth

Play Episode Listen Later Aug 31, 2024 31:02

In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intelligence (EQ), referencing some compelling statistics: Emotional intelligence influences 58% of job performance. 90% of top performers at work have a high EQ score. The demand for EQ skills is projected to grow six-fold in the next three to five years. Employees with empathetic leaders report a 76% increase in engagement and a 61% boost in creativity. Restaurants managed by individuals with high EQ see a 22% annual profit growth. EQ interventions in the workplace can reduce employee turnover by 63%. 75% of Fortune 500 companies have utilized EQ training tools. Our guest, Sandra Thompson, an emotional intelligence coach from Evolution, shares her insights on empathy within the context of EQ. She emphasizes the necessity of using empathy skills, which involve asking questions and truly listening to understand another person's feelings and interpretations, rather than projecting our own emotions onto their experiences. We also explore the idea that traditional empathy might be too contextual, as emotions are personal and can lead to misunderstandings if the emotional context differs. Thompson's concept of “walking in the customer's shoes” is dissected, with the notion that while some shared experiences can foster empathy, unique contexts might still cause disconnects. We break down empathy in emotional intelligence into three approaches: bad (not caring), good (walking the experience as if you were a customer), and better (experiencing as a customer and asking questions to understand their feelings). This layered approach is essential for effective experience management and creating genuine connections with customers. In this episode we also explore: The impact of empathy on job performance and employee engagement. How empathy and emotional intelligence can reduce employee turnover and increase profitability. The role of emotional intelligence in leadership and its effect on creativity. Strategies for developing and implementing emotional intelligence skills in the workplace. Real-life examples of how empathy and EQ improve customer experiences. The importance of self-awareness in emotional intelligence and managing personal emotions. Practical tips for enhancing empathy skills through active listening and inquiry.

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Experience Rules! Explore The Experience Operating System

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Play Episode Listen Later Jun 18, 2024 37:54

Diane Magers and Michael Hinshaw, authors of the new book, Experience Rules, join me on this episode of the podcast. Michael is the founder and president of customer experience consultancy McorpCX and recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling books Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, and Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, with Diane Magers. Diane is a seasoned executive and change catalyst in Experience Management. Founder and CEO of Experience Catalysts. Chair Emeritus and former CEO of the Customer Experience Professionals Association. With a master's in clinical psychology and an MBA, coupled with certifications in various aspects of experience management, Diane's goal is to drive meaningful change and foster lasting relationships in our community, for brands and their customers, employees, and partners for aligned purpose and outcomes.

UPLIFT YOUR BUSINESS: LEVERAGING INSIGHTS AND PROCESS ENGINEERING

CX Goalkeeper - Customer Experience, Business Transformation & Leadership

Play Episode Listen Later Jun 3, 2024 30:05

Discover the critical importance of taking action on customer feedback and process engineering. Learn how integrating Agile methodologies with customer experience can uplift your business. Nicholas Zeisler shares invaluable insights on making customer experience data actionable and improving internal processes for superior customer satisfaction.Nicholas “Z” Zeisler is a Customer Experience Strategist and Fractional CXO. He helps client companies identify gaps in their Brand Promise Delivery and adjust, update, and improve internal processes, systems, and policies to ensure Customers have properly aligned experiences every time they interact with them. He's a 30-year Air Force veteran and currently serves at the US Air Force Academy as a statistics professor and is also a Professor of Practice in Michigan State University's first-in-the-nation Master of Science degree program in Customer Experience Management. He lives in Colorado with his partner and their awesome dog.LinkedIn: https://www.linkedin.com/in/zeislerconsulting/Website: https://zeislerconsulting.com/Episode SummaryIn this engaging episode, Nicholas Zeisler emphasizes the necessity of acting on customer feedback to improve customer experience and operational processes. He shares his journey from process engineering to customer experience, highlighting the value of curiosity and continuous improvement. Nicholas provides practical examples of how organizations can leverage VOC (Voice of the Customer) data, integrate Agile practices, and foster a customer-centric culture to achieve significant business outcomes.Top 3 Key Learnings1. Actionable Insights: Simply collecting customer feedback is not enough. Organizations must translate insights into concrete actions to improve customer experience and operational efficiency.2. Cross-Disciplinary Integration: Combining methodologies such as Lean Six Sigma, Agile, and VOC processes can create a holistic approach to solving customer issues and improving business processes.3. Curiosity and Continuous Improvement: Cultivating a culture of curiosity and a mindset of continuous improvement is essential for identifying root causes of issues and innovating effective solutions.Chapters00:00 Game Start00:34 Introduction of Nicholas Zeisler01:42 Nicholas Zeisler on Process Improvement03:32 Critical CX Principles07:00 Real-world Examples of CX Transformation12:57 Integrating Agile and CX18:51 The Importance of Small Changes23:32 Skills for CX Leadership27:11 Future of CX28:23 How to Contact Nicholas Zeisler29:57 Nicholas Zeisler's Golden NuggetFollow and SubscribeTo stay updated with the latest insights and episodes, please follow and subscribe to our podcast. We highly value your feedback, so please share it with us.- Podcast Page: https://www.cxgoalkeeper.com/Podcast- Apple Podcast https://apple.co/3qYr4nh- Spotify https://bit.ly/3GhCGXeCXGK- YouTube https://www.youtube.com/@cxgoalkeeperJoin us next time as we continue to explore the dynamic world of customer experience and leadership. Remember, we are in a human-to-human business environment. Thank you!

Big Mistake: Making AI Your Autopilot Rather Than Your Co-Pilot in Your CX

The Intuitive Customer - Improve Your Customer Experience To Gain Growth

Play Episode Listen Later May 18, 2024 31:04

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization's customer-centricity. The subject of today's episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area. Observations and conversations with call center agents reveal operational inefficiencies and training gaps that impact the overall customer experience. Scott highlights key issues with traditional quality assurance practices and offers insights into leveraging AI for enhanced customer service. Scott emphasizes the importance of viewing AI as a tool rather than a replacement for human agents and advocates for analyzing all customer interactions to gain comprehensive insights. He underscores the need to focus on the emotional aspects of customer interactions and suggests using AI to predict and diagnose customer sentiments across various channels. However, challenges such as siloed AI implementations and focusing on rational data in quality assurance metrics hinder progress in this area. In this episode, we explore Scott's topic and how it can help you with your Quality Assurance efforts. Despite these challenges, there are actionable strategies for customer service and quality management professionals. In this episode, you will also discover: The significance of assessing call center operations for understanding an organization's customer-centricity. Insights from Jamie Scott on leveraging AI and overcoming challenges in quality assurance practices. The importance of viewing AI as a tool to enhance human decision-making rather than a replacement for human agents. Strategies for analyzing all customer interactions to gain comprehensive insights and identify areas of improvement. The need to focus on emotional aspects of customer interactions and incorporate emotional metrics into quality assurance practices. Practical tips for implementing a top-down approach to delivering the desired customer experience and measuring targeted emotions across all customer touchpoints.

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The Power of Empathy and Patience in Customer Experience Management

Operation Agency Freedom Podcast

Play Episode Listen Later May 16, 2024 29:14

Hey guys, welcome back to another episode of Operation Agency Freedom! Today we're diving into an amazing chat with Erin Rohner, the powerhouse behind customer experience here at DUDE! Ever wondered how to really listen to your customers and make your service fantastic? Erin's got you covered. She'll share the key to staying ahead of the game by understanding your client's needs and making the right changes. I'll be giving you some cool ideas too, like using those not-so-great Yelp and Google reviews of competitors to position your business better

#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principle, CX Certified

The co-lab career stories

Play Episode Listen Later May 2, 2024 40:36

Jennifer Ashman is a CX thought leader and experience design expert. She has been in the field for over two decades and is a Professor of Practice at Michigan State University, where she teaches Experience Design in the Master's Degree program in Customer Experience Management. Jennifer shares some real world examples to help make the conversation easily relatable. Content Highlights: - **Deep Dive into Qualitative Research**: Jennifer unpacks the myriad ways this research method informs decision-making to avoid costly missteps and enhance customer engagement. - **The Art of Human Interaction**: Discover the irreplaceable value of human-led research methodologies in drawing out the rich, personal details that AI tools often miss. - **Journey Mapping Mastery**: Learn about the art of crafting journey maps from the customer's perspective with actionable insights, as Jennifer shares her hands-on approach to customer-centric problem solving. - **Real-World Impact**: Be inspired by stories of organizations that transformed their practices and customer relationships through the actionable intelligence gained from qualitative research. Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ 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

Jon Bunten, CEO of RecorGroup

Play Episode Listen Later Apr 8, 2024 22:00

Jonathan Bunten, a seasoned entrepreneur, and CEO of RecorGroup, brings over two decades of leadership across finance, trade marketing, and sales in the beauty and consumer goods sectors, along with a profound commitment to personal and professional growth. Having navigated substantial challenges and transformative experiences, he now focuses on empowering high-achieving professionals and teams towards self-discovery and actualization. Jonathan's journey, underscored by his roles in corporate leadership, military service, and as a mentor to entrepreneurs globally, offers invaluable insights into the resilience and diverse paths of success in our ever-evolving industries. Under Jon's leadership RecorGroup has earned a place on the prestigious Inc. 5000 list three times and was awarded the Inc. Power Partner awards for Customer Experience Management and Customer Relationship Management. On this episode, he talks with Syama Bunten about his unlikely career trajectory following a stint in the military.

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The Future of Customer Experience in the Era of AI - The Six Five On the Road

The Six Five with Patrick Moorhead and Daniel Newman

Play Episode Listen Later Apr 4, 2024 21:28

On this episode of The Six Five - On the Road, hosts Patrick Moorhead and Daniel Newman are joined by Adobe's Eric Hall, CMO Digital Experience Business for a conversation on the revolutionary shifts in customer experience driven by artificial intelligence. Eric shares valuable insights from the Adobe Summit, discussing the challenges marketers face in this new era of GenAI and how Adobe is uniquely positioned to assist enterprises in achieving personalization at scale. Our discussion covers: Key themes and challenges for marketers highlighted at the Adobe Summit, focusing on the era of GenAI. Adobe's strategic approach to empowering Enterprise CMOs and CIOs with tools for achieving personalization at scale. Exciting new products and offerings announced at the summit that are set to transform customer experience management. The significance of Adobe's role as customer zero in its marketing strategy. The crucial role of partnerships in enhancing Adobe's Customer Experience Management solutions.

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40,000-foot-view of Customer Care with Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines

Distinguished

Play Episode Listen Later Mar 4, 2024 41:22

Imagine the triumph of human ambition as we glide through the skies, a testament to our enduring quest to conquer the very elements — thirty thousand feet aloft, inside a slender cylinder of steel. Within this confined space, humanity gathers, shoulder to shoulder: a microcosm of society. It's under these conditions that our distinguished guest today crafts an oasis of tranquility and impeccable service. How does one orchestrate such a feat of customer care under these conditions? This is the daily challenge for our guest on this edition of the "Distinguished" podcast: Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines. Since embarking on her journey with Delta in May 1985 as a flight attendant, fresh from the University of Georgia with a journalism degree in hand, Allison has risen to oversee the vast customer experience network that encompasses the dedicated efforts of over 63,000 team members in Delta's Customer Care divisions. Under Allison's visionary leadership, the team at Delta marries groundbreaking innovation with a heartfelt dedication to hospitality, securing Delta's position as the premier U.S. airline as named by the Wall Street Journal for the second consecutive year. With an armory of technology and a top-notch team, excelling at customer experiences starts with being grounded in a singular essential value. Find out how to guide your company to soaring to new heights. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

#392: The Power of Customer Experience: Lessons in Business and Leadership from David Ewing

Online Success Journey

Play Episode Listen Later Feb 22, 2024 41:27

In a world where businesses are constantly vying for attention and loyalty, one man stands out as a beacon of success in the realm of customer experience. David delves into his journey, highlighting key moments, lessons learned, and the magic of infectious energy that propels him forward. ⚉ From Harvard to Silicon Valley ⚉ Unveiling the magic of customer experience ⚉ Embracing adversity as a path to success ⚉ Making it to the Inc. 5000's list ⚉ How to remain true to yourself in the face of challenges ⚉ The importance of employee alignment with company core values ⚉ Lessons learned in business ⚉ The power of infectious energy ⚉ How David's engineering background shaped him as a CEO ⚉ Improving your internal dialogue ⚉ "The person who dies with the best stories wins." David G. Ewing, CEO of Motiv, is a trailblazer in customer experience innovation. With over 25 years in the industry, he's transformed insights into substantial revenue for 500+ clients. A Harvard cum laude Engineering graduate, David's leadership has earned Motiv a spot on the Inc 5000 list. As president of The Entrepreneur's Association in Austin, he's dedicated to empowering fellow entrepreneurs. Beyond business, he's a devoted husband of 19 years and a passionate coach for his son's robotics team. MENTIONED IN THIS EPISODE: ⚉ Chewy - https://www.chewy.com/ ⚉ Molly's Game by Molly Bloom - https://en.wikipedia.org/wiki/Molly%27s_Game ⚉ [Book] The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers - https://www.amazon.com/Hard-Thing-About-Things-Building/dp/0062273205 CONNECT WITH DAVID:

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The Crossroads of CX and UX: A Conversation with Darren Hood

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Play Episode Listen Later Feb 22, 2024 39:16

Every customer experience leader should know the basics of UX and how it fits into the overall CX landscape. In this episode, I talk with UX expert Darren Hood, who has 28+ years of human-computer interaction, information architecture, and usability experience. He's a faculty member in the Masters of Science in Customer Experience Management at Michigan State University as well as several other colleges where he teaches UX. The show is packed with useful insights and practical tips like: The parallel importance of CX and UX in understanding and improving customer experiences. How UX heuristics were applied to the Fathead custom decal upload process to reduce abandonment rates? intervention with a heuristic analysis at Rocket Mortgage serve as a case study for the immediate impact of UX on a company's profit margin? the risks of implementing AI in UX design without a solid grounding in UX principles What he statistics from IBM, NASA, Coca Cola, Apple, and Whirlpool reveal about the return on investment and competitive advantage of being a design-led, UX-focused company Meet Darren Darren is extremely passionate about all things UX, holding 28+ years of experience in the discipline. Darren's professional footprint spans such organizations as Ford Motor Company, General Motors, DigitasLBi, MRM/McCann, Wunderman Digital, Bosch, Ryder, Rocket Mortgage, Omnicell, Cengage Learning, National Geographic Learning, Sherwin-Williams, Duracell, and USA Networks, to name a few. In academia, he serves and has served as an adjunct professor, teaching UX-related courses at several universities including UCLA, Michigan State University, Lawrence Technological University, Brandeis University, and Kent State University. Darren is one of the authors featured in the book “97 Things Every UX Practitioner Should Know.” You can also hear Darren on The World of UX podcast, available through a host of popular sources. Darren is currently a doctoral candidate, completing a Ph.D. in Educational Leadership from Northcentral University. 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

Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX

Experience Action

Play Episode Listen Later Feb 13, 2024 17:16 Transcription Available

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges.In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships. We're not just talking about avoiding disappointments here; we're focused on turning potential letdowns into opportunities for delight and loyalty. We look candidly at the real-world repercussions of failing to fulfill promises. We're sharing the tools and mindset shifts necessary to ensure your customers feel seen, heard, and, most importantly, satisfied—even when the going gets tough.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comArticle: How a Service Code Empowers Employees to Deliver Exceptional Experiences -- https://experienceinvestigators.com/customer-centric-culture/customer-experience-service-code/Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Revolutionizing Customer Experience with AI with Federico Cesconi

CX Goalkeeper - Customer Experience, Business Transformation & Leadership

Play Episode Listen Later Aug 7, 2023 37:56

In this enlightening episode of the CX Goalkeeper Podcast, we dive into the transformative power of technology in enhancing customer experience. Our special guest, Federico Cesconi, co-author of Sandsiv+, shares his insights on how artificial intelligence (AI) and machine learning are revolutionizing the customer experience landscape.Federico, CEO of Sandsiv, takes us through his journey of creating a universal framework for Customer Experience Management. He emphasizes the importance of doing what you love and how this principle guides his work. We also delve into an intriguing discussion about an article Federico wrote, using AI to detect pitfalls in Disneyland Paris's customer journey in less than 60 seconds.We explore the "secret ingredient" in Federico's solution - a framework that integrates large language models into existing IT environments. Federico shares how AI can handle the "dirty jobs," freeing up professionals to focus on strategic activities that require human intelligence.We also touch on the future of customer experience management, Federico's book "Start with the Customer," and his golden nugget of advice: "Prioritize happiness; wake up excited for the day, go to bed satisfied with your accomplishments, regardless of financial success."This episode is packed with valuable insights and innovative ideas that are sure to inspire C-Levels, transformation experts, and CX professionals. Tune in to revolutionize your approach to customer experience management.Don't forget to subscribe to the CX Goalkeeper Podcast for more insightful episodes. Share it with your network to help us grow our community of CX enthusiasts. Your support means the world to us!

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Building a Customer Movement: A Pragmatic Guide to Customer Experience Management | Alain Thys

Work For Humans

Play Episode Listen Later Jun 6, 2023 74:38

Alain Thys is an experience architect who has positively impacted half a billion customers and over 350,000 employees worldwide. Working with top brands such as Adidas, ING, Mercedes, and Deloitte, Alain and his team have created and implemented innovative work experiences that drive business profits – without sacrificing employee and customer experiences. Alain is the former Managing Partner of Futurelab and founder of Alain Thys & Co. His company implements experiences that improve profitability by engaging teams around a common purpose, enriching customer lives through meaning, and differentiating brands from the competition.In this episode, Dart and Alain discuss:- Turning company vision into experiences for employees and customers- Designing work that motivates good employee behavior - Building custom solutions for customers- Finding and attracting the right employees for your business- The biggest mistakes in customer programs- Anticipating and meeting future customer needs- The challenges of CRMs, and potential AI solutions- Key factors that drive stakeholders and shape their experiences- And other topics…Alain Thys is an experience architect who has impacted over half a billion customers and over 350,000 employees worldwide. With his team, he has created and implemented new work experiences to help drive business profit for clients like Adidas, Audi, Mercedes, Reebok, and Toyota. His book, So You Want To Be Customer-Centric? is an executive action guide that helps businesses focus on customers without sacrificing profitability. In Belgium, Alain served as the Managing Partner of Futurelab and Advisory Board Member of BrightFish, after which he founded Shalima Ventures and Alain Thys & Co. Alain's company implements experiences that boost revenue by engaging teams around a common purpose, enriching customer lives through meaning, and differentiating brands from the competition.Resources Mentioned:So You Want To Be Customer-Centric? , by Alain Thys: https://www.amazon.com/You-Want-Customer-Centric-Profitable-Relations/dp/1463785143 Connect with Alain:www.alainthys.comLinkedIn: https://www.linkedin.com/in/alainthys

Reimagining Retail: How the Valued Benefits of Retail Memberships Have Changed and Some Creative Recommendations | May 31, 2023

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Play Episode Listen Later May 31, 2023 28:32

On today's episode, in our "Retail Me This, Retail Me That" segment, we discuss exactly how much of the retail membership market Amazon Prime has gobbled up, whether Walmart+ is even competing with Amazon, and how valued benefits have shifted. Then, for "Pop-Up Rankings," we rank our top four creative recommendations for what retail memberships could offer members. Join our analyst Sara Lebow as she hosts analysts Sky Canaves and Blake Droesch. Follow us on Instagram at: https://www.instagram.com/behindthenumbers_podcast/ For sponsorship opportunities contact us: advertising@insiderintelligence.com For more information visit: https://www.insiderintelligence.com/contact/advertise/ Have questions or just want to say hi? Drop us a line at podcast@emarketer.com © 2023 Insider Intelligence In the experience economy, every business must be digital, and Adobe Experience Cloud is the global leader for powering digital businesses. With solutions for journey management, data insights and audiences, content personalization, commerce and marketing workflows, Adobe drives Customer Experience Management across B2B and B2C companies of every size.

Reimagining Retail: How the Valued Benefits of Retail Memberships Have Changed and Some Creative Recommendations | May 31, 2023

Behind the Numbers: Reimagining Retail

Play Episode Listen Later May 31, 2023 28:32

On today's episode, in our "Retail Me This, Retail Me That" segment, we discuss exactly how much of the retail membership market Amazon Prime has gobbled up, whether Walmart+ is even competing with Amazon, and how valued benefits have shifted. Then, for "Pop-Up Rankings," we rank our top four creative recommendations for what retail memberships could offer members. Join our analyst Sara Lebow as she hosts analysts Sky Canaves and Blake Droesch. Follow us on Instagram at: https://www.instagram.com/behindthenumbers_podcast/ For sponsorship opportunities contact us: advertising@insiderintelligence.com For more information visit: https://www.insiderintelligence.com/contact/advertise/ Have questions or just want to say hi? Drop us a line at podcast@emarketer.com © 2023 Insider Intelligence In the experience economy, every business must be digital, and Adobe Experience Cloud is the global leader for powering digital businesses. With solutions for journey management, data insights and audiences, content personalization, commerce and marketing workflows, Adobe drives Customer Experience Management across B2B and B2C companies of every size.

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Reimagining Retail: The Battle for Online Dollars—Chewy's Growth, Carvana's Momentum, and Can Amazon Be Caught? | May 24, 2023

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Play Episode Listen Later May 24, 2023 29:55

On today's episode, in our "Retail Me This, Retail Me That" segment, we invent a new sport called the "National Retailers League," where we look at how retailers stack up against each other across different areas. Then, we examine the battle between the top 15 retailers for online dollars and hand out some awards based on fulfillment experience, the best mobile app, and internet innovation. Join our analyst Sara Lebow as she hosts vice president of content Suzy Davidkhanian and analyst Blake Droesch. Follow us on Instagram at: https://www.instagram.com/behindthenumbers_podcast/ For sponsorship opportunities contact us: advertising@insiderintelligence.com For more information visit: https://www.insiderintelligence.com/contact/advertise/ Have questions or just want to say hi? Drop us a line at podcast@emarketer.com For a transcript of this episode click here: https://content-na1.emarketer.com/podcast-reimagining-retail-battle-online-dollars-chewy-s-growth-carvana-s-momentum-amazon-caught © 2023 Insider Intelligence In the experience economy, every business must be digital, and Adobe Experience Cloud is the global leader for powering digital businesses. With solutions for journey management, data insights and audiences, content personalization, commerce and marketing workflows, Adobe drives Customer Experience Management across B2B and B2C companies of every size.

Reimagining Retail: The Battle for Online Dollars—Chewy's Growth, Carvana's Momentum, and Can Amazon Be Caught? | May 24, 2023

Behind the Numbers: Reimagining Retail

Play Episode Listen Later May 24, 2023 29:55

On today's episode, in our "Retail Me This, Retail Me That" segment, we invent a new sport called the "National Retailers League," where we look at how retailers stack up against each other across different areas. Then, we examine the battle between the top 15 retailers for online dollars and hand out some awards based on fulfillment experience, the best mobile app, and internet innovation. Join our analyst Sara Lebow as she hosts vice president of content Suzy Davidkhanian and analyst Blake Droesch. Follow us on Instagram at: https://www.instagram.com/behindthenumbers_podcast/ For sponsorship opportunities contact us: advertising@insiderintelligence.com For more information visit: https://www.insiderintelligence.com/contact/advertise/ Have questions or just want to say hi? Drop us a line at podcast@emarketer.com For a transcript of this episode click here: https://content-na1.emarketer.com/podcast-reimagining-retail-battle-online-dollars-chewy-s-growth-carvana-s-momentum-amazon-caught © 2023 Insider Intelligence In the experience economy, every business must be digital, and Adobe Experience Cloud is the global leader for powering digital businesses. With solutions for journey management, data insights and audiences, content personalization, commerce and marketing workflows, Adobe drives Customer Experience Management across B2B and B2C companies of every size.

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Reimagining Retail: Why Mobile Wallet Adoption Matters in Retail and Predictions About How it Will Evolve | May 17, 2023

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Play Episode Listen Later May 17, 2023 27:21

On today's episode, in our "Retail Me This, Retail Me That" segment, we discuss how many Americans have a mobile wallet, which ones are most popular, and what's happening with retailers' branded wallets. Then for "Red-Hot Retail," our analysts give us four spicy predictions about the future of mobile wallets. Join our analyst Sara Lebow as she hosts analysts Sky Canaves and Jaime Toplin. Follow us on Instagram at: https://www.instagram.com/behindthenumbers_podcast/ For sponsorship opportunities contact us: advertising@insiderintelligence.com For more information visit: https://www.insiderintelligence.com/contact/advertise/ Have questions or just want to say hi? Drop us a line at podcast@emarketer.com For a transcript of this episode click here: https://content-na1.emarketer.com/podcast-reimagining-retail-why-mobile-wallet-adoption-matters-retail © 2023 Insider Intelligence In the experience economy, every business must be digital, and Adobe Experience Cloud is the global leader for powering digital businesses. With solutions for journey management, data insights and audiences, content personalization, commerce and marketing workflows, Adobe drives Customer Experience Management across B2B and B2C companies of every size.

Reimagining Retail: Why Mobile Wallet Adoption Matters in Retail and Predictions About How it Will Evolve | May 17, 2023

Behind the Numbers: Reimagining Retail

Play Episode Listen Later May 17, 2023 27:21

On today's episode, in our "Retail Me This, Retail Me That" segment, we discuss how many Americans have a mobile wallet, which ones are most popular, and what's happening with retailers' branded wallets. Then for "Red-Hot Retail," our analysts give us four spicy predictions about the future of mobile wallets. Join our analyst Sara Lebow as she hosts analysts Sky Canaves and Jaime Toplin. Follow us on Instagram at: https://www.instagram.com/behindthenumbers_podcast/ For sponsorship opportunities contact us: advertising@insiderintelligence.com For more information visit: https://www.insiderintelligence.com/contact/advertise/ Have questions or just want to say hi? Drop us a line at podcast@emarketer.com For a transcript of this episode click here: https://content-na1.emarketer.com/podcast-reimagining-retail-why-mobile-wallet-adoption-matters-retail © 2023 Insider Intelligence In the experience economy, every business must be digital, and Adobe Experience Cloud is the global leader for powering digital businesses. With solutions for journey management, data insights and audiences, content personalization, commerce and marketing workflows, Adobe drives Customer Experience Management across B2B and B2C companies of every size.

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Reimagining Retail: How Nike Stays Ahead of The Pack and How Other Footwear Retailers Might Catch Up | May 10, 2023

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Play Episode Listen Later May 10, 2023 24:12

On today's episode, in our "Retail Me This, Retail Me That" segment, we discuss how Nike was able to create such a strong brand, how that brand has transcended generations, and how close its competitors are to catching up. Then in a brand-new segment, "Loyalty Point, Counter Point," we present arguments both in favor and against various questions related to Nike, like can it remain the need-to-have running shoe and has the company alienated its core customer? Join our analyst Sara Lebow as she hosts analyst Sky Canaves and director of Briefings Jeremy Goldman. Follow us on Instagram at: https://www.instagram.com/behindthenumbers_podcast/ For sponsorship opportunities contact us: advertising@insiderintelligence.com For more information visit: https://www.insiderintelligence.com/contact/advertise/ Have questions or just want to say hi? Drop us a line at podcast@emarketer.com For a transcript of this episode click here: https://content-na1.emarketer.com/podcast-reimagining-retail-how-nike-stays-ahead-of-pack-how-other-footwear-retailers-might-catch-up © 2023 Insider Intelligence In the experience economy, every business must be digital, and Adobe Experience Cloud is the global leader for powering digital businesses. With solutions for journey management, data insights and audiences, content personalization, commerce and marketing workflows, Adobe drives Customer Experience Management across B2B and B2C companies of every size.

Reimagining Retail: Examples of How Retail is Using Generative AI and The Most Promising Use Case in 2025 | May 3, 2023