Podcasts about cx digital

Orchestrating the experiences consumers expect today requires more than even the most robust customer experience platform on its own. Organizations must integrate channels, data and systems to create personalized, seamless end-to-end journeys and continually optimize them. In this episode, Joe Wheeler, CEO of CX/Digital and best-selling author of "The Digital-First Customer Experience," explores how technology convergence is enabling this in ways never before imaginable — opening opportunities to reinvent the service experience so completely that by 2030, it could look nothing like it does today. 

Joe Wheeler is an internationally recognized best-selling author, speaker, and consultant. He is the CEO of CX/Digital a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm he co-founded with Professors Len Schlesinger, James Heskett, and W. Earl Sasser of the Harvard Business School. In 2002, he and Shaun Smith co-authored the best-seller: Managing the Customer Experience. He followed it up in 2008 with The Ownership Quotient, co-authored with James Hesket and Earl Sasser, Jr. His latest book, The Digital-First Customer Experience was released in July of 2023 and describes the design strategies of leading brands including Nike, Amazon, CEMEX, Starbucks, and others. Prior to co-founding The Service Profit Chain Institute, he held executive roles at Bank of America, and The Forum Corporation and earned an MBA from Edinburgh Business School.

In a digital-first environment, successful brands stay ahead of the curve by prioritizing agility and experimentation. Instead of merely solving problems, they drive innovative solutions to eliminate—not just mitigate—customer pain points to achieve a seamless and exceptional customer experience. In this episode, guest Joe Wheeler, CEO of CX/Digital, and Rob Markey discuss how successful brands bridge the gap between human and digital experiences and the significance of agility and experimentation as tools for achieving successful digital transformations. If you'd like to provide feedback on the show, please fill out our survey here. You can order Joe's new book, The Digital-First Customer Experience, here. If you'd like to learn more about Joe, you can find him on LinkedIn.

Joe Wheeler, international bestselling author, technology innovator, consultant, and speaker. Joe has recently written a groundbreaking book called "Digital First Customer Experience: Seven Design Strategies From the World's Leading Brands."Throughout this episode, Joe shares valuable insights and practical tips on how companies can leverage digital strategies to create highly scalable and repeatable experiences for their customers. Joe also highlights some remarkable success stories from companies like Lemonade, Amazon, Starbucks and Nike, demonstrating how they have revolutionized customer experiences through digital design strategies. We delve into the importance of personalization, with Spotify serving as a standout example in the field.But it's not just about technology and digital solutions. We explore:the importance of understanding customer loyalty drivers the significance of addressing customer problemsthe potential pitfalls of falling in love with the product instead of focusing on customer needsThe future of technology, including the imminent arrival of 6G and the convergence of artificial intelligence, machine learning, and edge-based computingJoin us as we dive deep into the world of digital first customer experiences, uncovering the secrets to delighting customers and turning them into loyal fans. Get ready for a thought-provoking and informative conversation with Joe Wheeler on this episode of the Delighted Customers Podcast!Meet JoeJoe Wheeler is an internationally recognized best-selling author, speaker, and consultant.He is the CEO of CX/Digital a subsidiary of The Service Profit Chain Institute (SPCI), aBoston-based consulting firm he co-founded with Professors Len Schlesinger, JamesHeskett and W. Earl Sasser of the Harvard Business School. In 2002, he and Shaun Smith co-authored the best-seller: Managing the Customer Experience. He followed it up in 2008 with The Ownership Quotient, co-authored with James Hesket and Earl Sasser, Jr.His latest book, The Digital-First Customer Experience will be released in July of 2023,and describes the design strategies of leading brands including Nike, Amazon, CEMEX,Starbucks and others.Mr. Wheeler has delivered keynotes to clients and at conferences around the world ontopics including, customer experience, digital leadership and corporate culture.Joe has worked with AT&T, Bank of America, Build-A-Bear Workshop, Digital Realty,Equinix, GoDaddy, Humana, Irving Oil, Maersk. NetOne, Panera Bread, World Fuel Ser-vices and many more.He is also the Founder and Chairman of Bluemvmt, a company with a mission to protect,restore and harness ocean resources for both commercial and conservation outcomes. Prior to co-founding The Service Profit Chain Institute, he held executive roles at Bank of America, The Forum Corporation and earned an MBA from Edinburgh Business School.He lives in both Massachusetts and Nova Scotia when he is not on his way to or from aclient event.Time Stamps[00:03:11] Grew up in family business, wrote books.[00:07:21] Controversy around technology replacing frontline staff.[00:12:51] Digital-first challenges for legacy companies summarized.[00:15:20] Key loyalty drivers revealed through research. Be wary of misinterpreting customer feedback.[00:20:58] Culture, climate change, technology, and 6G speed.[00:22:58] Six G will be 30 times faster. Competition and digital asset linkage are key.[00Subscribe 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

Andy Cook is Customer Experience & People Director at Ruroc and previously was at Dyson & Ovo. We chat about his career which started as a young journalist. Andy shares really helpful tips. We talk about Customer Communities and if you are thinking of setting one up Andy shares some great insights. We also talk Digital, CX , Social Media and Andy's experience as a Lead Judge in UK & European awards. --- Send in a voice message: https://anchor.fm/get-out-of-wrap/message

Digital transformation isn't just about technology; it's about people. If you're focusing on the customer every step of the way, you're focused on the right people.In this Takeover episode host Samir Kumar Sah, Founder & CEO of Pritbor, explains how Nike's digital transformation provided a better customer experience that gave them the competitive advantage over their competitors. This is a #FlipMyFunnel podcast. Check us out on Apple Podcasts, Spotify, or here.And if a thriving community of growth-oriented marketers sounds like your kind of place, be sure to check out PEAK Community.

SUNANDBASS Podcast #81 comes from the Italian, London based DJ and producer, @mauoq. Releasing music since 2011, with a consistent thread of atmospheric, bass heavy polyrhythmic vibes, his music has found itself a home and support from a wide range of taste makers such as Different Music, CX Digital, Flexout, Dispatch and his own Mauoq Music label. His is also known for his bi-monthly podcast where he showcases a whole range of flavours and styles. His SUNANDBASS Podcast highlights some of his brand new tracks, as well as some of his favourite music he has heard or played there over the years – overall a superb insight into the style he brings to the table - enjoy!

Salim Teja is the President, Venture Services for MaRS, where he leads the overall strategic direction of MaRS’ venture services areas: Energy & Environment (Cleantech), Finance & Commerce (FinTech), Health and Work & Learning. He is an experienced entrepreneur and active early-stage technology investor, with deep industry expertise in software and digital media. Salim joined MaRS in May 2013, providing strategic direction and leadership for MaRS’ ICT venture services group, leading corporate and venture capital engagement, and overseeing MaRS’ expanding international collaborations in the ICT sector. Salim joined MaRS from Indigo Books & Music, where, as vice president of corporate development, he drove the formation of the company’s Digital Innovation Lab. Prior to Indigo, Teja held the position of COO at CX Digital, a leading online ad network. He has also held roles as COO of b5media and partner with early-stage VC firm Brightspark Ventures. He was also co-founder and vice president of sales and business development for San Francisco-based MobShop Inc.,. Resources Mentioned: Book Recommendation: The Hard Thing about Hard Things by Ben Horowitz Productivity Tool: Email Slack Text and Messaging Phone Calls Entrepreneurship 101 Course Entrepreneur’s Toolkit   Tips Mentioned: You got to focus on solving the problem that people will understand and that people prioritize the problem worth solving You need to stay away from nice-to-have solutions and really focus on must-have solutions Why this, why you, why now? Shares the key mistakes that entrepreneur makes all the time We are reinventing ourselves as a kind of innovation where we help different kinds of entrepreneurs You always got to be hustling You should not be shy to pick up the phone on making the call or going to a conference Its different to just go out there and get people's attention and get notices than sitting in a room with your colleagues Build skills that allows you to feel comfortable being out there and building your network “Be sure to find people to be a good team member, co-founders and investors in your business” “Regardless of how digital our world gets we can’t forget about the aspects that we are doing in” “Think carefully about the partners you choose and the relationship that you build” Companies may come and go but relationships will last a long time It is hard for one person or one small group to know everything There is no right or wrong when you’re building a business; You just need to navigate your way to a lot of grey area in order to get to the other side.   Episode Overview: Toronto’s it at its peak stage because they have unbelievable companies that are reaching out for growth and stage that they are trying to get on a global map. They have global corporate coming in to the city and wanted to be a part of the community, investing in teams and resources. They also have global investors that are coming into their market to make big bets on their companies. In this episode, Salim Teja talks about all aspects of being an entrepreneur in Canada and how it impacts the innovation growth. He also shares how MaRS is one of the crowned jewels that really help the growth of innovation in Canada and and learn more about his venture services.   “How could we do something different to re-capitalized the local ecosystem and give back to our community.”   Salim also shared his a story about him and his colleague who had a relationship with The SickKids Hospital conceived a concept around - “why don’t we get community together  to raise funds and help the hospitals and made a big campaign to build a next generation of children hospitals in Toronto. It is a $25,000 that they are spearheading where they used the money to setup a chair at the SickKids hospital in artificial intelligence and machine learnings. Check out the video of SickKids VS Undeniable Youtube video.   About Company: MaRS is one of the largest Innovation hub, an innovation center right in the heart of Toronto. The company had been around for about 13 years The Vision of the early founders was: where can we build a place where we can active all of the different nerves that are important to the innovation process. And how to we build a program to find the company that has the highest potential driven by science and technology and how do we help accelerate their path to become global businesses from Canada. The vision: “how to we build a place and how to we build a program that will put Toronto and Canada globally” 13 years later now, what we have the world's largest urban innovation centers of about a million and a half square feet of space and a flagship program that Salim leads called Venture Services which today has twelve hundred octave startups that are participating in the program. Foresights of the founders was “This type of platform was important to the city and the country and certainly as an economy we started to shift away from natural resources towards science and technology, how are we going to create the companies of tomorrow and thereby the jobs of tomorrow to really drive Canada’s growth. Connect with our guest: Website: MaRS.com LinkedIn: Salim Teja Twitter: @salimteja

This one the sound of the @Loxy_ ! Only 5 days to go till Sun And Bass 2014 and we’ve got a nice bit of extra hype in the shape of SUNANDBASS Podcast 28; to tide you over while you pack your bags, buy that sun cream and try and contain your excitement! Loxy has been representing for proper drum and bass since the start of the 90’s, on both the decks and the production boards. Known to pretty much never drop a beat and be absolutely on point with hunting down the latest and best sounds, his technical ability and superb selection have seen him asked to be a resident DJ for some of the best in the business – Metalheadz, Hardware, Exit – and the list could go on and on. He’s also really increased his own production output in the last years, gracing labels such as Exit, Digital Soundboy, Metalheadz and of course his own CX:Digital imprint. All of this makes his contribution to the music both undeniable and totally essential – immerse yourself in the sounds – and we’ll see you next week on the island!