Podcasts about cx day

CX Day is coming up on October 1st and Customer Service Week is October 7th - 11th. These days are so important to ensuring that you can improve your service and grow your sales.  - CX Day is all about the strategy and the ROI on your customer experience investments and programs. - Customer Service Week is more tactical and empahsizes those on the front line who are the face of the oganization. - Creating a CX strategy and customer service program that creates easy experiences for customers and eliminates hassles - Using these events as a springboard into the future to prioritize customer experience as a growth engine for the whole year. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. 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

Today we're going to talk about the art of creating forever customers with Michael Mallett, Vice President, Product - CX Solutions Strategy at Medallia. We'll explore strategies for enhancing customer visibility, prioritizing impactful improvements, and fostering continuous improvement within organizations. I'm also excited about the upcoming CX Day webinar from Medallia coming up on Tuesday, October 1, where I'll be moderating a panel including some amazing customer experience experts. We're going to give a sneak preview of some of the topics to be discussed then, and we'll include the link in the show notes. RESOURCES Medallia website: https://www.medallia.com Register for the Medallia CX Day webinar: Building Loyalty: How Top Brands Create Forever Customers with CX - https://bit.ly/3M7dkQM Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom 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 Learn more about your ad choices. Visit megaphone.fm/adchoices

Today we're going to talk about the art of creating forever customers with Michael Mallett, Vice President, Product - CX Solutions Strategy at Medallia. We'll explore strategies for enhancing customer visibility, prioritizing impactful improvements, and fostering continuous improvement within organizations. I'm also excited about the upcoming CX Day webinar from Medallia coming up on Tuesday, October 1, where I'll be moderating a panel including some amazing customer experience experts. We're going to give a sneak preview of some of the topics to be discussed then, and we'll include the link in the show notes. RESOURCES Medallia website: https://www.medallia.com Register for the Medallia CX Day webinar: Building Loyalty: How Top Brands Create Forever Customers with CX - https://bit.ly/3M7dkQM Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom 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 Learn more about your ad choices. Visit megaphone.fm/adchoices

Is your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they're powerful opportunities to unite your team around exceptional customer service. Stacy offers practical, cost-effective tactics to transform these celebrations into lasting strategies that keep your employees engaged and your customers coming back. Listen now to start making real changes that drive results. Learn more at

How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization's unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation.Explore the power of storytelling. By sharing such impactful customer stories, you can humanize your customer experience strategy and underscore your organization's core values. Whether it's hosting virtual panels, organizing fireside chats, or simply treating your team to lunch, discover countless ways to make CX Day unforgettable and shine a spotlight on the dedication of CX professionals worldwide.Join the 2024 CX Day global celebration on Tuesday, October 1st. (https://www.cxpaglobal.org/get-involved/cxday)Resources Mentioned:Experience Investigators Website -- experienceinvestigators.comWant 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/)

CXPA Marks CX Day, A Global CX Celebration, Podcast, Without customers you don't have revenue “Without customers you don't have revenue,” says Patty Soltis of Upwork and of the Florida Network and CXPA. At its core, customer experience, CX, is about the people that make ant business possible: the customers and their experiences, as customers. “It makes perfectly good sense to pay attention to the customer.” In this podcast we learn about a group, CXPA, the global association of CX professionals. Soltis is joined on this podcast by Graham Clark of MCorp.CX and the Florida Network, who tells us about CXPA and how it became the leading organization in the CX community. Also joining the podcast is Mark Daley, a recognized industry leader with decades of telecoms leadership experience, and who recently systematized the sectors of the emerging AI industry. CX Day 2023, a global day to celebrate the organizations, individuals, and customers. Soltis and Clark walk us through a deeper understanding of CX, from being what Soltis describes as a “shiny object”, to making CX central to corporate culture and what Clark calls as “foundational”: who is the customer, what does the customer want, how is the customer changing? We learn about the centrality of telecom to CX, since connectivity, communication and being understood are central to achieving CX. We learn about how people can walk through the CX door to making their organization more CX centered and how the CXPA offers resources for people at all stages of CX development. Visit https://www.cxpa.org/home https://youtu.be/GZurtX6YNIY?si=uAAwflOGsB87UBEz

Happy CX Day. Let's recommit to creating great customer experiences.Find me on LinkedInThanks to Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Today we celebrate Global CX Day with our special guest, Alistair Wildman, SVP and GM of Cisco CX. Scott Schell and Alistair discuss this global celebration and why CX contributes to a better world by making a positive, sustainable difference for its customers, partners, and employees.

In this episode, we talk about upcoming Customer Service Week and CX Day. Link to my latest virtual hospitality program:  http://6canons.com/   - Customer Service Week is the first full week of October by presidential procolmation. - CX Day is on October 3rd - Good CX delivers better outcomes for customes, clients, and employees - This is your week to own Customer Experience and springboard into delivering amazing hospitality for your guests well into the future.   It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.   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/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://www.bensound.com

Mañana, miércoles 2 de agosto, se llevará a cabo el primer CX Day Uruguay. Se trata de un encuentro internacional que busca difundir la disciplina de Experiencia del Cliente en nuestro país, y colaborar con las organizaciones para potenciar sus modelos de negocio centrados en la experiencia. Durante el evento, los asistentes podrán conocer a líderes empresariales, emprendedores y tomadores de decisión, así como también compartir con disertantes internacionales y referentes locales en esta área. El evento se llevará a cabo en el Hotel Enjoy Punta del Este, y es organizado por LSQA, CX-U y UCU Business School. Para conocer más al respecto, conversamos En Perspectiva con Juan Cosidó, licenciado en ciencias políticas y sociología, director académico de la maestría en Marketing de la Facultad de Ciencias Empresariales de la Universidad Católica, docente allí de administración y marketing, y consultor además especializado en investigación de mercados, marketing, ventas y experiencia del cliente.

We've got a special episode for you today! We recorded this conversation on October 4th, the 10th annual CX Day! Meet our fantastic guest Jim Tincher who is the author of the book Do B2B Better which is available now. He's an expert in all things change management, but you'll have to tune in to hear what he calls it because he doesn't actually love that term's vibe. Jim is here to talk to us about activating employees in ways that truly benefit them. Call center work is so important and we know that, first hand, as consumers in our lives outside of work. The role of an agent is the most important factor in our customer service and our customer satisfaction. So let's dive into how to activate our agents! [ 7:20 - 8:20 ] Change management is really about looking at behaviors that create a better outcome. [ 11:49-12:59 ] The link between customer outcomes and agent outcomes. [ 19:05-19:57 ] Coaching agents on improvement in specific ways instead of vague survey feedback. [ 23:53 - 24:51 ] How to help executives understand the pressures the agent faces. To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

Live from the Uniphore Studios in sunny California, it's the CX Day live stream! Join us for a round-table discussion of some of the issues, challenges, and myths in the CX field. Today's guests are Jeannie Walters - CEO & Chief Customer Experience Investigator at Experience Investigators, and Shawn Nason - CEO & Founder, Chief Experience Officer at MOFI. On this episode, Jeannie and Shawn chat with host Randy Ksar to debunk some CX myths and answer questions from the audience.Takeaways:CX Myth: “CX is not a business strategy”. To properly build a robust CX platform in your company, it needs to be intentional. Simply telling yourselves that you need to treat customers better won't magically change your culture.CX Myth: “CX should be siloed and its own department”. A successful CX program is one that treats CX, customer success, and customer service as a collective strategy. A good litmus test for the priority your business has for CX is to look at the org chart. If the CXO is 3 or 4 reports down, CX likely isn't a high priority. Pay attention to your frontline CX workers. By empowering them, you reduce the turnover rate and increase job satisfaction and productivity. CX education has a long way to come. Education programs need to be taught by people who have worked in these roles. CX is happening regardless of your investment in it. Even if you don't have a CX strategy, customers are still having experiences with your brand.One of the biggest challenges facing the industry is integrating and centralizing customer data. You can't predict things for customers if you can't look at their history. Quote of the Show:“How can we say customer experience is a priority when it doesn't have a budget.” - Jeannie Walters“If higher ed is going to teach it, make sure you're doing it with someone who has been in the trenches.” - Shawn Nason“Sometimes people don't even realize they're doing customer experience.” - Randy KsarLinks:Jeannie:Twitter: https://twitter.com/jeanniecwLinkedIn: https://www.linkedin.com/in/jeanniewalters/Website: https://experienceinvestigators.com/Podcast: http://www.crackthecustomercode.com/Shawn:Twitter: https://twitter.com/manonfiresocialLinkedIn: https://www.linkedin.com/in/nasonshawn/Website: https://www.mofi.co/Podcast: https://shawnnason.com/the-combustion-chronicles-2/Ways to Tune In:Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tgGoogle Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M

In a special CX Day Celebration episode and playing of this year's theme "CX Drives Success," host Steve Walker welcomes experts Sean Clayton, Sheila March, and Jack Walker for a fun panel discussion on how racing shares similar traits with customer experience. CX Day is held every first Tuesday in October by the Customer Experience Professionals Association as a global celebration of the customer experience profession. Learn more about CX Day: https://www.cxday.org/ More about the Customer Experience Professionals Association: http://www.cxpa.org/ Listen to more episodes and subscribe to The CX Leader Podcast at https://cxleaderpodcast.com/  Learn more about Walker at https://walkerinfo.com/ 

In this episode of Esker On Air, host Scott Leahy has an in-depth conversation about all things customer service with Esker Customer Experience Advocates Angie Hoffman, Elly Klawitter and Alex Garcia. Discover what it takes to be a best-in-class CX team in Episode 8!

Every October, the CX community celebrates the professionals and companies that make great customer experiences happen - a celebration known as CX Day. It's an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks.  Listen to Stacy Sherman and Greg Melia, CEO of CXPA, discuss how you can celebrate at your company with no or minimal budget. Also, you'll learn how Diversity, Equity & Inclusion (DEI) and customer experience (CX) are linked. And the importance of having a purpose-driven brand to attract better talent and customers. Take notes as there're a lot of actionable tips. More info: DoingCXRight.com/podcasts

#560 This is a really special episode, because we have something very fun to announce! As you probably know, community has been the biggest thing for SPI in the past couple years, especially with the July 2020 launch of SPI Pro, which was a massive positive shift for our entire business and our audience. With that in mind, I want to share an exciting event we're hosting alongside Circle, the company that created the platform we use to host SPI Pro and our SPI Academy for course students. The event is called CX Day, and it's happening on Wednesday, March 23. Community experts on our team and from Circle will be there to share what they know about creating and running a thriving community today. You can sign up at SmartPassiveIncome.com/CXDay. Show notes and more at SmartPassiveIncome.com/session560.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The CX team is the face of the company. The customer relationships they build and nurture are the basis for both short-term and long-term success.On CX day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell, Senior Customer Success Manager at Uniphore, and answered your burning questions about the function.We discussed:-Why CX is a team sport-What CX leaders should focus on-How to encourage sales to focus on CX-What skills should a CX professional have-The future of CXKeep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.

The CX team is the face of the company. The customer relationships they build and nurture are the basis for both short-term and long-term success. On CX day, we celebrated these unsung CX professionals all over the world. We hosted a wide-ranging discussion about everything CX with Subreina Thelwell , Senior Customer Success Manager at Uniphore , and answered your burning questions about the function. We discussed: -Why CX is a team sport -What CX leaders should focus on -How to encourage sales to focus on CX -What skills should a CX professional have -The future of CX Keep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com. Want to be a guest on Conversations that Matter? Email podcast@uniphore.com.

 “Customer Experience is about people, how do people want your brand, stay loyal to your brand, refer your brand and it's about the human aspects, not just process, and not just about price tags.” What is it like when a customer signs the contract, or buys a product or service? What's that experience going to be from that point on? It has to be intentionally designed, depending if it's a service or a product, and how it's delivered and set up and used. 3:07 Onboarding customers7:11 Creating a customer experience10:05 Measuring customer happiness15:31 Humanizing business20:00 Stacey Sherman's Inspiration In a world in which impersonal customer interactions are the norm, Stacy Sherman is an empathetic customer experience (CX) pioneer who has devoted her career to leading with a heart and creating lasting customer loyalty through engaged employees. Recognizing the humanity in others is critical to any business's success. Whether a company is marketing to other businesses or consumers, its ultimate audience is an individual. There is a person at the other end of every campaign and communication; for businesses that desire to be competitive and acquire customers, making a human connection is critical.Passion & DedicationStacy's mission is to help brands delight customers, meet their needs, and create superior experiences that build not just relationships but lasting, meaningful connections with people. Through her company, DoingCXRight, Stacy advocates for the humanization of business and delivers a framework rooted in the customer. Stacy's approach aligns cross-functional teams from critical parts of the organization—sales, marketing, product, and leadership to allow stakeholders to deliver a customized customer experience that goes far beyond price of services or goods.Proven MethodologyApplying a holistic view of CX, Stacy incorporates employee engagement strategies to realize positive client outcomes. Engaged and happy employees are also loyal and satisfied customers. Stacy partners with clients to execute an integrated, measurable CX strategy that increases customer loyalty and satisfaction, heightened brand value, and reduced market friction. In 2019, she led the first-ever annual CX Day at Schindler Elevator Corporation to drive awareness of the importance of customers' experiences and show gratitude to employees for their efforts in delivering superior customer service. After its initial success, the company adopted and transformed the program into an entire week dedicated to recognizing CX as a strategic imperative across the global organization. Further, she collaborated with leadership to drive historic customer satisfaction and net promoter scores (NPS) and achieve a year-over-year CAGR of 6%.Continuous Learning & ImprovementStacy is committed to developing the next generation of talent, and coaches and mentors those who are looking to break into the field. She has been featured in multiple publications, including Forbes and Psychology Today. She has also received numerous awards and accolades for her leadership in the field, including CX Leader of The Year. In addition, Stacy is a vocal advocate for workplace diversity and inclusion and promotes recruiting and developing talent from underrepresented groups. The results of these efforts are immediate and remarkable—heightened competitiveness and improved productivity. She continues to drive cultural transformation by creating environments focused on empathetic leadership, stakeholder accountability, and open and honest communication among tea

“How can we design experiences for everybody if we don't really have everybody in that process?” Perfecting your customer experience could be the most important thing you do at the start of the year. And we’re making sure you follow all the right steps to do it with ease.  Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is an international keynote speaker and has a TEDx talk all about microinteractions, those small and often-overlooked moments in the customer journey that have a huge impact on customer emotions. She is a Certified Customer Experience Professional (CCXP), a member of the CXPA's CX Expert Panel, and a LinkedIn Learning Instructor. Jeannie was named in the Huffington Post as a "Top 100 Most Social Customer Service Pros on Twitter" and the Online Marketing Institute's "Top 20 Digital Marketing Strategists," and recognized as "One of the Top Customer Experience Influencers To Know" on CX Day. Jeannie has co-hosted the top rated podcast, Crack the Customer Code, since 2015, and is an active writer. You can find her work on CustomerThink, The Future of Customer Engagement and Commerce, and Forbes, as well as in university-level textbooks. Jeannie and her team launched the Year of CX on CX Day 2020. Anyone can sign up for free resources at www.yearofcx.com. Jeannie lives with her husband and 2 growing boys and a spoiled dog, spending her free time cheering on young athletes and choir singers alike, and spoiling the dog. In this episode, Jeannie dives into the importance of knowing your customers so you can find opportunities and relate to them. Tune in to learn how to: Build a customer journey for diversity and inclusion with Jeannie’s framework Bring perspective and personal experiences into building exceptional customer journeys Ask yourself the right questions to increase critical thinking around diverse customer experiences Connect with Jeannie at experienceinvestigators.com, yearofcx.com, and on LinkedIn and Twitter.

Well, darn it. We missed CX Day (it was the first Tuesday in October). And, full disclosure, I didn't really know CX Day was a thing until this morning. But that doesn't mean we can't talk about it now. In this episode we celebrate CX, talk about the Customer Experience Professionals Association, have fun with The Iron Giant, and give you a peek behind the scenes of The CXM Experience.

In this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio network. 

Exceptional experiences don’t happen by accident. Businesses that deliver the best service for their customers live it — it’s part of their company culture and core values. And they have a team of dedicated individuals who know what it takes to build lifelong customers. In this special CX Day celebration episode of the Take a Minute podcast, hear from service agents at Butterball, Alberta Motor Association and Camis who never hesitate to go the extra mile to ensure their customers are treated with the utmost care.

There's never been a better time to be a CX professional, and today's episode explores the best the profession has to offer and why customer experience and experience management is critical to a businesses success. Host Steve Walker welcomes guests Sandy Mathis, Rosa Carbajal, and Johnathan Ruchman to discuss why they believe customer experience is such a great profession and how CX can be one of the best investments for a company.

Each year on the first Tuesday in October, the Customer Experience Professionals Associate - or CXPA - encourages professionals and companies to take some time to recognize the importance of this practice and celebrate the ways they strengthen the customer experience within their own company. Host Steve Walker welcomes guests Gabe Smith and Derik Iverson of CXPA to discuss how companies can celebrate their accomplishments and customers on "CX Day."

Welcome to Season 2 of the“Take a Moment” podcast. Just in time for Global CX Day and Customer Appreciation Week, this episode features two Genesys executives who know what it takes to provide exceptional customer experiences. Listen in as Corey Bischoff and Musa Hanhan, who come from both sides of a successful business, sales and customer experience,discuss the vitality of putting customers first. They’ll also explore the power of using innovative technology to create personalized, long-lasting customer relationships.

En este episodio te contamos el motivo por el cual, cada vez más países celebran el día de la Experiencia del Cliente, y la experiencia de todas las personas que se entran en contacto con las marcas. Eso incluye a los pacientes de los hospitales, los estudiantes en sus Universidades, y los trabajadores con sus empresas. Día mundial de la Experiencia del Cliente Octubre 1. Visitanos en www.giamericas.com

Today I speak with Claire Sporton. Claire is SVP of customer experience innovation over at Confirmit. Since we did this interview, the 2019 Edelman Trust Barometer came out. And it showed that trust in US hospitals has nose-dived 8 points. Pharma and biotech held steady since last year, or slight increases, but the bar is pretty low. Same with insurance. In this conversation, Claire and I discuss why this matters—why it matters to hospitals, to Pharma, to insurance carriers, and anyone else who is desirous of customers who come in once … and then they also return. And how do you get customers to come back? It’s by having an amazing customer experience that meets customer expectations, exceeds customer expectations, and at the same time creates a measure of trust. And trust breeds loyal customers. Here’s one maxim from Seth Godin that I particularly like. He said, “We all know someone who is transactional, and it makes us feel icky. What we strive for is to feel relational and to feel that we have a relationship with someone. We all know when we’re being manipulated.” The point is this: If we don’t have trust, we won’t have the right relationships within the health care industry involved in getting the right outcomes for patients. Entities won’t be able to work together (for example, Pharma and health systems, or insurance carriers and health systems, or health systems and patients … or any combination of the aforementioned). I saw a stat the other day that said if there’s an increase of customer retention of 5%, then business returns go up 25%. That wasn’t a health care reference, per se, so there was no contemplation of patient outcomes and how much they may improve as a result of trusted health care relationships and the interoperability that results from them and care coordination … all of the above. I think even at the transactional level there’s room for improvement. And I see this as an opportunity to differentiate. “Who will be the next—or the—JetBlue of the health care industry?” is my question. JetBlue did very well in relation to its competitors in the airline industry, and they did so by creating amazing customer experiences, which trust was derived from. For more information on the customer experience and the trust fronts, the following Relentless Health Value episodes might be of interest: INBW23, EP228, EP232, EP148, and EP188.  Claire Sporton is senior vice president of customer experience (CX) innovation at Confirmit. Claire has a passion for building truly customer-centric cultures that inspire change and deliver measurable business improvement. In her role, she focuses on driving forward the discipline of CX management and ensuring that Confirmit provides the technology and expertise that organizations need to empower and inspire everyone across the organization to do the right thing. Claire was a winner of the 2018 CX Impact Award, a prestigious award issued on CX Day by the Customer Experience Professionals Association. With a background in psychology and systemic management, Claire has over 20 years’ experience as a consultant and CX practitioner, leading companies to empower everyone to be accountable for improvement, motivate individuals to work differently, and predict and monitor real business impact. 03:49 The health care ecosystem is built on trust. 04:38 “If we don’t trust each other, then we’re not going to get the right outcomes.” 05:01 The value of a relationship within health care. 07:06 Decline in trust as a catalyst for change. 08:55 Bridging a culture of business to build trust. 10:00 Driving improvement in all organizations as a benefit for all. 10:13 Driving a cultural change within your organization and reaching outcomes. 11:13 Claire’s advice for health leaders hoping to drive change for better patient outcomes and trust. 11:41 “Customer experience can be a catalyst for change.” 12:00 Driving change by empowering people across health organizations. 12:42 “If you want to make one change, empower people.” 13:52 Combining artificial intelligence with human individuality for optimum improvement. 15:09 Changing the paradigm through brand trust and customer experience. 16:24 Consumerism in health care and being a brand that consumers want to engage with. 17:33 Building relationships to meet customers’ increasing expectations. For more information on the customer experience and the trust fronts, the following Relentless Health Value episodes might be of interest: INBW23, EP228, EP232, EP148, and EP188.  Why the #healthcare ecosystem is built on trust. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience “If we don’t trust each other, then we’re not going to have the right outcomes.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience What’s the true value of a relationship within #healthcare? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How is the decline in #trust a catalyst for change? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How do you drive #trust through business practices? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #podcast #digitalhealth #consumertrust #customerexperience How is improvement across all organizations a benefit for everyone? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience Driving cultural change to reach #healthoutcomes. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience “#customerexperience can be a catalyst for change.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience How can you drive change by empowering people across organizations? @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience “If you want to make one change, empower people.” @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience Changing the paradigm through #brandtrust and #customerexperience. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience #consumerism in health care. @clairesporton of @confirmit discusses on our #healthcarepodcast this week. #healthcare #podcast #digitalhealth #consumertrust #customerexperience

CX Day is celebration of all things CX and Steve invited five CX professionals from various business to discuss their work and what makes customer experience a rewarding profession. Guests include Karen Mangia (Salesforce), Jeffrey Louden (Indiana Farmers Insurance), Sheila March (Ascension Healthcare), Valerie Jones (Calumet Specialty), and Kim Howard (Wild Birds Unlimited).

In this special “CX Day” episode, Mike and Paul are joined by special guest Heidi Shelton – Senior Director, User Experience at SEPHORA – to discuss the evolution of her career focus from “user experience” to “experience design and optimization” while helping transform large organizations into becoming more customer and employee centric, and highlighting the impact that a better employee experience has on delivering a better customer experience.

In this special edition CX Day episode, Adam and Jeannie interview Lesley Lykins, Executive Director of the Customer Experience Professionals Association. Happy CX Day! Customer experience has come a long way, and the whole world is celebrating on this 5th annual CX Day. Celebrating along with us today is Lesley Lykins, Director of the Customer Experience Professionals Association (CXPA.) Lesley in particular is very excited to celebrate CX Day this year, and we’re delighted to have her on the show! First, Lesley talks about how widespread the global CX Day celebration is, giving us a little history and a rundown of the many ways to celebrate. A lot goes into it! “It feels like a New Year’s celebration for customer experience!” -Lesley Lykins But we’re not just talking about events here. Why celebrate? Lesley tells us how much customer experience has grown and spread throughout the world, as companies continue to create more and more customer-focused roles. She shares some amazing stories of what it’s like for a company to be on the road to CX maturity and succeed. Expert Tip: “You can’t just throw out a journey map and think that all of a sudden overnight you’re going to change your company’s culture.” - Lesley Lykins For those of us who work in customer experience, it has been an amazing journey. Years ago, it was something nobody heard of. And now, we live in an age when we can call it a true discipline. With more than 600 Certified Customer Experience Professionals (CCXPs)  and growing, Lesley is proud to be a part of what makes this possible. What does it take to be a CCXP? Lesley outlines the 6 core competencies for being certified. It’s serious business, but you can do it! We’re delighted to celebrate success in business through creating better experiences. And thanks to Lesley and the CXPA, we have much more to celebrate about and so many great people to celebrate with. Listen in and celebrate along with us! Interview highlights What is CX Day, and why do we have it? [2:25] Lesley shares exciting examples of how organizations are transforming their experiences, and as a result, achieving CX maturity. [4:30] Turning CX into a discipline: What are the 6 Competencies of a CCXP? [9:30] How will CX grow in the coming years, and how will CX professionals need to adapt? [14:00] How can we keep Customer Experience from losing its meaning among tangential business practices? [16:15] About our guest Lesley has been with CXPA for the past six years and has been instrumental in building both the community and member programming available to CX Professionals. Prior to joining CXPA, she served as an officer in the U.S. Navy doing a variety of things from driving warships to standing up the Navy’s social media.  She remains in the Navy Reserve. She and her husband live in Ohio with their four children. Lesley will be the first to tell you there is no better community in the world than that of CX professionals – people naturally inclined to help others in a positive and practical way. Connect with Lesley Website: Cxday.org Email: info@cxpa.org Related Content 360Connext® post, 5 Top CX Trends For Survival in the Age of the Customer Customers That Stick® post, 3 Areas to Focus your Customer Experience in 2017 Episode 274: Nienke Bloem, Gamifying Customer Experience Episode 117: CXPA Live, The Voice of the Customer We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome to the Awards International Podcast. This series will keep you up to date with our programmes, events, and best practices from the Gulf and Asia region, featuring guests who have taken part in our programmes over the years. These include winners, finalists, and judges, as well as some special guests along the way. For […] The post Episode Four – CX Day Recap appeared first on Customer Experience Magazine.

Happy CX Day 2016! To celebrate this very special occasion, we discuss CX day events, how companies are celebrating, and what you can do to participate in the festivities even if your company is not hosting its own event. In honor of CX day, Forrester released new report called “Why CX, Why Now” which contains […] The post 70: A Very Special CX Day appeared first on The CX Cast ® by Forrester.