Podcasts about cx leaders

In this episode of the Tech Transformed Podcast, Jon Arnold, Principal of J Arnold Associates speaks with Nikola Mrksic, CEO of PolyAI, discussing all things AI, specifically in contact centres. From the benefits of automation to the emergence of the most trending subject of the year – Agentic AI.Mrksic particularly spotlights some underutilised capabilities of AI such as how it can manage up to 90% of repetitive duties, allowing human agents to concentrate on other complex tasks. The conversation also explores the transition from basic service to a broader, more holistic customer experience, necessitating the need for rapid adaptation and experimentation.AI in contact centers isn't just about cutting costs. This conversation shows how it can truly make a difference – giving agents the tools to shine, providing customers with better, more quality experiences, and even letting AI take care of tasks behind the scenes securely, so humans can focus on what truly matters.TakeawaysAI is a dominant force shaping technology today.Contact centers have a high volume of repetitive tasks suitable for AI.AI can automate up to 90% of tasks in contact centers.The role of AI is not just cost-cutting but improving service quality.Agentic AI can perform tasks on behalf of users asynchronously.Customer experience is now a key focus beyond just service.Companies must adapt quickly to avoid falling behind competitors.Failing fast and experimenting is crucial for success with AI.AI can provide insights that traditional methods miss.Investing in AI should be about solving problems, not just keeping up with trends.Chapters00:00 Introduction to AI in Contact Centers02:01 Benefits of AI in Contact Centers07:37 Transforming Customer Experience with AI15:42 Understanding Agentic AI21:27 The Shift from Customer Service to Customer Experience30:25 Advice for Business and CX Leaders

Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers. Kevan Yalowitz, Senior Managing Director at Accenture, explains why true customer obsession is rare, why AI won't magically fix bad CX, and how scaling businesses slowly lose touch with the people they serve.We're talking AI growing pains, internal silos, and the corporate illusion of putting customers first. Spoiler: If your “customer obsession” doesn't actually involve listening to customers, you're doing it wrong. Key Moments: 00:00 Who is Kevan Yalowitz, Software & Platforms Industry Lead for Accenture?02:21 Why You Should Care About Consumer Behavior Data04:55 Bias and Misinformation in AI06:46 Is AI More Creative Than Humans?08:17 AI in Customer Support and Experience12:30 Proactive AI Solutions and Customer Retention17:12 Connect Product and Support Teams with AI23:56 The Influence of AI on Purchasing Decisions24:23 The Importance of Aligned OKRs26:18 Customer Obsession in Large Organizations Vs. Start-Ups32:21 Implementing Agentic AI in Workflows35:45 Top-Down vs. Bottom-Up Approaches46:32 Key Advice for CX Leaders in the Age of Agentic AI  –Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On this episode, our expert guests from past episodes each share one big question that customer experience leaders need to ask themselves to deliver better customer outcomes — and explore practical ways to find the answers.We've revisited some of our most impactful topics and compiled eight of the best questions that you, a CX leader, need to ask yourself to improve your customer experience. Join us as we delve into those questions.Visit our website to learn more about TELUS Digital.

Jordan See, Head of Government Relations & Emilee Lehenbauer, VP of the Federal Civilian Business at Qualtrics Federal join the show to discuss the state of CX in the Federal government and deep dive into the impact that the impending Government Services Delivery Improvement Act will have on agencies. We also talk about how this guidance builds on previous legislation and how it will help improve the reporting on progress that was evident in the recent U.S. GAO report.

The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth and Scott do. And in this episode, we hear their stories from the front lines!Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with Sam on LinkedInThanks to my talented colleague 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.

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer. In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating diverse data sources to accelerate decision-making. She explains how CX leaders can leverage this approach to give executives real-time, actionable insights supporting strategic business goals. Roxie also examines the repercussions of limited data access, which often results in CX being seen as a cost center rather than a strategic partner. She offers practical strategies for CX professionals to foster collaboration with IT and data teams and overcome technical and regulatory barriers to streamline data integration. Finally, Roxie highlights the importance of aligning CX metrics with key operational and financial metrics. This alignment helps CX professionals communicate their value effectively to executives, fostering buy-in and elevating CX as a strategic asset. Listen in to discover actionable strategies to navigate data challenges and make a compelling case for CX at the executive level! Meet Roxie Roxie Strohmenger is an innovative, determined, and passionate award-winning CX Change Maker who believes great things don't happen in your comfort zone. With over 20+ years of experience, Roxie has a passion for designing and executing innovative CX transformation initiatives that are linked to operational metrics and financials to create differentiated, high-quality emotion-focused experiences that create, sustain, and expand customer loyalty. Roxie is currently a Principal Strategist at Heart of the Customer partnering with CX Leaders to deliver solid ROI and also serves as the Vice Chair on the board of directors for the Customer Experience Professionals Association (CXPA). Her expertise has also been featured in podcasts, webinars, and in the book, “Do B2B Better: Drive Growth through Game-Changing Customer Experience."

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer. In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating diverse data sources to accelerate decision-making. She explains how CX leaders can leverage this approach to give executives real-time, actionable insights supporting strategic business goals. Roxie also examines the repercussions of limited data access, which often results in CX being seen as a cost center rather than a strategic partner. She offers practical strategies for CX professionals to foster collaboration with IT and data teams and overcome technical and regulatory barriers to streamline data integration. Finally, Roxie highlights the importance of aligning CX metrics with key operational and financial metrics. This alignment helps CX professionals communicate their value effectively to executives, fostering buy-in and elevating CX as a strategic asset. Listen in to discover actionable strategies to navigate data challenges and make a compelling case for CX at the executive level! Meet Roxie Roxie Strohmenger is an innovative, determined, and passionate award-winning CX Change Maker who believes great things don't happen in your comfort zone. With over 20+ years of experience, Roxie has a passion for designing and executing innovative CX transformation initiatives that are linked to operational metrics and financials to create differentiated, high-quality emotion-focused experiences that create, sustain, and expand customer loyalty. Roxie is currently a Principal Strategist at Heart of the Customer partnering with CX Leaders to deliver solid ROI and also serves as the Vice Chair on the board of directors for the Customer Experience Professionals Association (CXPA). Her expertise has also been featured in podcasts, webinars, and in the book, “Do B2B Better: Drive Growth through Game-Changing Customer Experience."

Welcome back to the 3rd Quarter Behind-the-Scenes Town Hall series from Stories from the River. In today's episode, Charlie welcomes back Wes Dudley, Vice President of Customer Experience and Anita Harris, Director of Customer Experience, to discuss the recent 3rd quarter town hall (that was held on Friday, September 27th) and some exciting updates from the Customer Experience department. Wes shared impressive statistics and KPIs related to the department's performance, such as handling around 5,000 contacts per week with an average answer time of 15 seconds and maintaining a 98% quality score. They also discussed their new customer effort score, where 98% of the customer effort has been managed efficiently. They discussed the preparation for the annual celebration of Customer Service Week (CSW) which happened earlier this month at Broad River Retail. The theme of this year's Customer Service Week is "Above & Beyond," which is fitting considering the achievements and accomplishments of this All-Star team.  The goal of CSW is to show appreciation for the hard work and dedication of the Memory Makers in the Customer Experience department. Activities and appreciation events along with prizes, games, and contests are planned daily for a full week at the Fort Mill and Fort Oaks locations. Wes and Anita also touched on the positive impact of the town halls on engagement and morale among Memory Makers, with impressive retention and turnover rates highlighted as indicators of a strong, motivated workforce dedicated to customer service excellence. Be sure to check back on Thursday for the final episode in our Behind-the-Scenes series on companywide Town Halls. This episode on YouTube: https://youtu.be/7M_6fu4Dq4Y  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome back to the 3rd Quarter Behind-the-Scenes Town Hall series from Stories from the River. In today's episode, Charlie welcomes back Wes Dudley, Vice President of Customer Experience and Anita Harris, Director of Customer Experience, to discuss the recent 3rd quarter town hall (that was held on Friday, September 27th) and some exciting updates from the Customer Experience department. Wes shared impressive statistics and KPIs related to the department's performance, such as handling around 5,000 contacts per week with an average answer time of 15 seconds and maintaining a 98% quality score. They also discussed their new customer effort score, where 98% of the customer effort has been managed efficiently. They discussed the preparation for the annual celebration of Customer Service Week (CSW) which happened earlier this month at Broad River Retail. The theme of this year's Customer Service Week is "Above & Beyond," which is fitting considering the achievements and accomplishments of this All-Star team.  The goal of CSW is to show appreciation for the hard work and dedication of the Memory Makers in the Customer Experience department. Activities and appreciation events along with prizes, games, and contests are planned daily for a full week at the Fort Mill and Fort Oaks locations. Wes and Anita also touched on the positive impact of the town halls on engagement and morale among Memory Makers, with impressive retention and turnover rates highlighted as indicators of a strong, motivated workforce dedicated to customer service excellence. Be sure to check back on Thursday for the final episode in our Behind-the-Scenes series on companywide Town Halls. This episode on YouTube: https://youtu.be/7M_6fu4Dq4Y  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

In this episode of the Platform Podcast, Cotera Founder Ibby Syed and Paige Zachs, Head of Operations and Customer at Coterie, explore the intersection of AI and customer experience (CX) in trust & safety. They discuss how CX leaders are leveraging AI-powered tools to enhance customer safety, manage brand risks, and streamline workflows - emphasizing the critical role of CX leaders acting as the "CEO of the customer." The discussion also covers potential pitfalls of mismanaged AI and the importance of robust processes and real-time analytics in safeguarding brand reputation. You'll get insights into the future of AI in CX and advice for leaders navigating this evolving landscape.

Today's podcast guest is a person that believes in treating people nicely regardless of how they initially may be treating you. Her name is Nicole Cable and she is the CEO/Founder of Ignite HX, where "every interaction promotes positive change." We discuss being bussed to an all white school. Meeting her first person named "Crystal". Having co-workers caring more about how people treated her than she allowed it to bother herself. Dealing with broken individuals and remaining calm when trying to help them. And many other stories about her efforts to improve how organizations can encourage better treatment for everyone. More about Nicole (https://linkedin.com/in/nicolecable/) Nicole Cable, MHS, CPXP, LBBP, is a leader dedicated to enriching human experiences in healthcare. With a diverse background spanning retail, hospitality, and healthcare, Nicole's journey has been shaped by personal challenges, including a battle with a hospital-acquired infection, which ignited her passion for improving the patient experience.   As the founder of IGNITE HX (https://ignitehx.com/), a pioneering minority-owned enterprise, Nicole demonstrates humility and innovation in her approach to business and customer experience (CX) leadership. Through initiatives like establishing Offices of Human Experience (OHX), she strives to foster positive change in healthcare, prioritizing inclusivity and representation.   As the former Chief Experience Officer for CareMax, Inc., Nicole leads efforts to implement OHX and champion initiatives focused on health equity and inclusive data collection practices.   With executive experience at esteemed organizations such as InnovaCare Health and the University of Maryland Medical Center & Capital Region, Nicole has been honored as one of the “Women We Admire Top 50 Women Leaders in Wellness & Fitness” and recognized among South Florida Business Journal's Influential Business Women of 2023. Additionally, she has been acknowledged as one of the CX Network's “20 CX Leaders to Watch” and their Inaugural Power List. Nicole holds a Master of Science in Healthcare Sciences focusing on Public Health and is pursuing a Ph.D. in Public Policy: Social Policy.

In this bonus episode, Pat Gibbons describes his experiences at the Qualtrics X4 event in Salt Lake City, Utah, on May 1-3. With thousands of experience management professionals in attendance, Pat had an opportunity to discuss the top challenges facing XM professionals within their own organizations. Hosted at the Walker exhibit booth, professionals were asked to participate in an unique exercise that demonstrated the concerns experience management leaders are facing. Read more about X4 and details results from the exercise on our blog: https://walkerinfo.com/top-xm-challenges-results-from-x4/ Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/bonus-2024-x4-results/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/

On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders' priorities in 2024.Drawing on decades of experience and conversations with CX executives at some of the world's top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more.Listen for the compelling insights of Annette Franz, founder and CEO of CX Journey Inc., and Kory Laszewski, vice president of global sales at TELUS International.Want to dive deeper on the latest trends in CX? Download a copy of 2024 CX Leaders & Trends Insights by Execs In The Know, in partnership with TELUS International. Additional resources:Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management Visit our website to learn more about TELUS International.

What's the Pioneering Edge for Today's CX Leaders according to NPS Creator, Fred Reichheld? There's so much to unpack in this episode: Fred shares about a personal vulnerability What's the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you've won or lost? What is financial capitalism and why should it die? What's on the pioneering edge today for CX leading companies? Will Southwest Airlines recover? And a ton more! 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

In this episode of Stories from the River, host Charlie Malouf sits down with return guests Vice President Wes Dudley and Director Anita Harris from Broad River Retail's Customer Experience team to discuss their impressive achievements in contact center metrics in 2023.  They walk through each of the CX department's top Key Performance Indicators by defining the metric, explaining why it matters, benchmarking what the goals are compared to best-in-class in the retail industry, and then unpacking how they performed for each one in 2023.  They reviewed all of the Contact Center's as well as the Service Department's top metrics. The top eight Contact Center metrics are Avg. Speed of Answer (ASA), Abandon Rate, Customer Effort Score (New), Service Level, Hold Time, Handle Time, After Call Work, and Planned Returns.  The Contact Center exceeded their goals for six of their top eight KPIs (achieving best-in-industry performance in some of them like a 3.50% Abandon Rate) and barely missed hitting their goal in the other two (Service Level and Handle Time). The top three Service Tech metrics are Completion Rate, Closed Service Orders, and CSAT (Customer Satisfaction).  They hit home runs for each of the three Service department's metrics for the full year.  The CX department was a finalist for Contact Center of the Year amongst other large company's contact centers in Retail, and the goal this year is to not just be a finalist but to win it all. After celebrating the wins and reviewing all of the metrics from a successful 2023, the 2nd half of this conversation focused on how they have built culture in CX with a fully remote team.  This included a discussion of Quarterly Listening Sessions, Customer Journey Mapping, Personalized Elevate Plans for CX Leaders, Whiteboarding Sessions, CX celebratory parties, teaching business acumen, bonus programs, keeping the team energized, and a record low turnover of 42% within the CX department.  They also discussed an exciting initiative within CX this year that includes tackling the CX Tech Stack and a humanized approach to AI.  This conversation runs the gamut (or, in CX parlance, covers all of the bases) and provides insights into how CX elevated in 2023 along with plans to build on their success and keep it going in 2024. The Customer Experience department truly helped the Company elevate and contributed to the River's collective success in 2023. --- This episode on YouTube: https://youtu.be/CRKG7VbJ16o  We hope you enjoy this episode and subscribe to our podcast for a new story each week.  Visit https://www.storiesfromtheriver.com for more episodes.

In this episode of Stories from the River, host Charlie Malouf sits down with return guests Vice President Wes Dudley and Director Anita Harris from Broad River Retail's Customer Experience team to discuss their impressive achievements in contact center metrics in 2023.  They walk through each of the CX department's top Key Performance Indicators by defining the metric, explaining why it matters, benchmarking what the goals are compared to best-in-class in the retail industry, and then unpacking how they performed for each one in 2023.  They reviewed all of the Contact Center's as well as the Service Department's top metrics. The top eight Contact Center metrics are Avg. Speed of Answer (ASA), Abandon Rate, Customer Effort Score (New), Service Level, Hold Time, Handle Time, After Call Work, and Planned Returns.  The Contact Center exceeded their goals for six of their top eight KPIs (achieving best-in-industry performance in some of them like a 3.50% Abandon Rate) and barely missed hitting their goal in the other two (Service Level and Handle Time). The top three Service Tech metrics are Completion Rate, Closed Service Orders, and CSAT (Customer Satisfaction).  They hit home runs for each of the three Service department's metrics for the full year.  The CX department was a finalist for Contact Center of the Year amongst other large company's contact centers in Retail, and the goal this year is to not just be a finalist but to win it all. After celebrating the wins and reviewing all of the metrics from a successful 2023, the 2nd half of this conversation focused on how they have built culture in CX with a fully remote team.  This included a discussion of Quarterly Listening Sessions, Customer Journey Mapping, Personalized Elevate Plans for CX Leaders, Whiteboarding Sessions, CX celebratory parties, teaching business acumen, bonus programs, keeping the team energized, and a record low turnover of 42% within the CX department.  They also discussed an exciting initiative within CX this year that includes tackling the CX Tech Stack and a humanized approach to AI.  This conversation runs the gamut (or, in CX parlance, covers all of the bases) and provides insights into how CX elevated in 2023 along with plans to build on their success and keep it going in 2024. The Customer Experience department truly helped the Company elevate and contributed to the River's collective success in 2023. --- This episode on YouTube: https://youtu.be/CRKG7VbJ16o  We hope you enjoy this episode and subscribe to our podcast for a new story each week.  Visit https://www.storiesfromtheriver.com for more episodes.

Dive into the heart of exceptional customer experience in healthcare as we unravel innovative CX strategies at Abbott. Join Lauren Wood on episode #9 of the Experts of Experience podcast as she sits down with Bassem Hanna, Global Head of Customer Experience at Abbott Laboratories. Abbott, a leader in global healthcare, is at the forefront of enhancing customer experience in a complex, rapidly evolving industry.In this episode, Bassem shares his unique approach to customer centricity, cross-functional collaboration, and leveraging AI in the healthcare sector. Discover how Abbott's innovative strategies are shaping the future of customer experience and driving success in the healthcare industry.Bassem shares his insights on navigating the challenges of global customer support, his philosophy on the role of technology in customer service, and his vision for personalizing customer interactions despite industry constraints.If you find this episode enlightening, please rate our show on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) - Introduction to Bassem Hanna and Abbott(01:07) - Bassem Hanna's Role at Abbott and CX Challenges(02:54) - Key Elements of Successful CX(06:53) - Metrics for Tracking CX Success(08:39) - Data-Driven Customer Insights(10:19) - Empowering Teams and Building Culture(14:01) - AI and Efficiency in Customer Service(17:26) - Innovations and Challenges in Implementing AI(20:33) - Personalization and Data Utilization in CX(24:56) - Navigating Data Privacy in Healthcare(27:55) - Managing Rapid Changes and Global Compliance(28:08) - Quality Management in Customer Support(30:42) - Creating a Positive Team Environment(32:36) - Bassem Hanna's Advice for CX Leaders 

Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry. Sam shares her innovative strategies for building a culture that revolves around the customer-centric culture, where every employee plays a critical role in enhancing customer experience. Learn how Univar Solutions transforms its approach to customer service, the importance of empowering employees, and the use of technology in creating seamless B2B interactions. Dive into this episode for a deeper understanding of how to revolutionize customer experience in your business. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1  Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction to Sam Wegman and Univar Solutions(01:09) Sam's Journey in Customer Experience(03:41) The 'We Are All CX' Mantra and Its Impact(06:27) The Basics of Successful Customer Experience in B2B(10:11) Servicing Diverse Customer Segments(13:38) Leveraging Technology for Enhanced CX(18:56) Handling Customer Feedback and Detractors(21:01) Cultivating Cross-Functional Collaboration(24:36) Cultivating a Customer-Centric Culture(30:30) Business Impact of CX Initiatives(34:18) Predictive Analytics and AI in CX(37:38) Advice for CX Leaders

Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert. In this episode, Lauren Wood dives into Adrian's unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods.Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the importance of adopting a punk mindset to stand out in today's competitive market. Adrian's approach emphasizes simplicity, customer-centricity, and breaking free from traditional frameworks to create impactful customer experiences.Tune in to gain invaluable insights on transforming your CX approach and driving meaningful business outcomes. Adrian's expertise and unique perspective are a must-listen for anyone looking to elevate their customer experience game. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Preview and Introduction (00:50) Introducing Adrian Swinscoe(02:05) The Concept of Punk CX(06:41) Addressing CX Challenges(10:32) Successful Customer Experience Stories(15:11) Apple's Retail CX Strategy(18:08) Importance of Basic CX Principles(23:35) Building Future-focused CX(27:14) Employee Experience and Its Impact(31:00) Role of Leadership in Transforming CX(39:03) Embracing Empathy in CX(42:03) Resources for CX Leaders(45:14) How Do You Engage with Frontline Teams?(48:06) Final Advice for CX Leaders

​​Discover the future of customer experience with Nigel Piper, as we explore how embracing customer contact can revolutionize business support systems. Join host Lauren Wood on episode #3 of the Experts of Experience podcast as she sat down with Nigel Piper, Executive GM of Customer at Xero who oversees the customer experience of over 3.7 million subscribers worldwide. In this episode, Nigel shares his philosophy of increasing customer contact and how this fosters unparalleled customer and employee satisfaction. He divulges the innovative use of technology like machine learning, personalized video support, and system integration at Xero that empowers both the customer and the support team. Learn how Xero's leadership balances the growth of their team with technological solutions, their shift from reactive to proactive customer engagement, and the exciting potential of Generative AI in revolutionizing customer service models. Nigel also reveals his approach to leadership, focusing on future-proofing business strategies, and fostering a company culture that emphasizes employee trust and empowerment. Watch the Full Episode on YouTube: youtube.com/@ExpertsofExperienceIf you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts. Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth. Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Preview(00:31) Who is Nigel Piper?(03:41) Is Increasing Customer Contact Effective?(05:31) Nigel's Approach to Customer Engagement(07:05) Exploring The Human Side of KPIs(11:13) Personalization at Scale with Machine Learning(17:30) Mastering Video Support(22:53) Is AI The Future of Customer Support?(28:12) Nigel's Advice for CX Leaders 

Customer experience (CX) leaders are positioned to win big with generative AI (genAI) in 2024. But there's a caveat: They must identify and augment the right drivers of CX performance. Learn more about CX in 2024 in this episode featuring VP and Research Director Martin Gill and Principal Analyst Judy Weader. 

Storytelling is a critical skill for any leader but most of us struggle with how to do influence others.This episode will be unlike any other for several reasons:1. Filling in the Blanks filmmaker, Jon Baime shares his secrets of applying the art and science of storytelling with the CX leader in mind2. The documentary Jon shares is both shocking and captivating and reveals a long held family secret of his.3.  It also reveals a long held family secret of mine - yes, I'm in the film.Jon breakdown how he crafted the story and how you can use practical tips to master your own storytelling to make change happen!Listen to the podcast.  Watch the film on Amazon, Apple, Vudu and on demand on most cable networks.Meet JonJon's new documentary, Filling in the Blanks is currently ranked in the top 10 of Amazon and has been featured in numerous film festivals.Jon Baime is an Atlanta-based independent producer with a specialty in non-fiction projects.Jon's work encompasses reality series and lifestyle programming on one end and science, environment, and socially conscious content on the other. Over the past 20 years, some of Jon's work as a producer has included the nationally syndicated travel TV series “Small Town Big Deal” and the motorsports series “Caffeine and Octane.” He has also edited training videos for the Centers for Disease Control and a series of web videos called “Science Nation” for the National Science Foundation. Jon also produced segments for “This American Land,” a PBS series covering environmental issues.Prior to being independent, Jon worked for TBS's Environmental Policy unit, traveling the world, producing and editing the long-form documentary series “People Count” hosted by Jane Fonda focusing on climate change and population issues. He also served for two years as a producer on "Real News for Kids," a weekly children's news show produced by CNN and syndicated to television stations in over 200 markets. Jon started his career in television at CNN in 1987.Jon originally hails from South Orange, N.J., and is a 1986 graduate of Ithaca College.Filling in the Blanks is available on Amazon Prime, Apple Plus, Vudu, and more other cable and streaming outlets.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

We've mentioned the Customer Experience Professionals Association more than once on this podcast. The CXPA offers excellent resources and networking opportunities for CX professionals, and one of those opportunities includes the CX Leaders Advance Conference which was recently held in Orlando, Florida. The event offered CX pros an opportunity to discuss the most “pressing challenges faced by CX leaders.” Guest host Pat Gibbons welcomes back to the podcast Walker experts Sheila March and Dr. Troy Powell who participated in the conference and provides a recap of the events and the most pressing topics on the minds of CX professionals today. Learn more about the Customer Experience Professionals Association at https://www.cxpa.org/ Listen to more episodes at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

Today's interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the conventional customer experience playbook is outdated, why brands should be talking to their customers more as they grow (not less), a view on the future of customer experience, what service and support teams will do in the future and how CX leaders are likely to be the quarterbacks of the future. This interview follows on from my recent interview – There's no point having a fast bike, if you don't know how to ride it – Interview with Jerry Haywood of Boost.ai – and is number 467 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast this month. We are fast approaching PegaWorld iNspire which is Pega's annual conference that will be held at the MGM Grand in Las Vegas, NV, from June 11th to 13th. This year it will be an in-person event, for the first time in four years, and will bring together experts and industry leaders to demystify technologies like generative AI and intelligent automation They will also illustrate how enterprises can practically apply these technologies to turbocharge productivity, improve low-code app development, and optimize customer engagement. Check out PegaWorld.com to find out more and, hopefully, I'll see you there.

Experience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money?  Craig Lutz is uniquely well positioned to help us answer this question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on innovative quantitative research methods. We are thrilled to announce that he also recently joined our team at Stone Mantel as Conjoint Advisor! In this episode, Dave and Aransas talk to Craig about how he helps teams like Google, Goldman Sachs, Uber and others make the decisions that really matter for customers, based on powerful analytics and what shifts when companies understand that time really is money. You'll hear: How Conjoint analysis can be used to get underneath what customers really care about and how it can be used to predict and change behavior How Uber used these tools to design a radical new rider loyalty program How Google: uses Max Diff to predict how customers will spend money How Goldman Sachs used it to inform their employees experience by optimizing their benefit packages - and tailoring them to each individual office in ways that saved money while increasing real and perceived value How conjoint could be a really groundbreaking understanding how and where customers spend their precious time  How Max Diff relates to Clayton Christensen's  Jobs to Be Done Theory  Check out the Experience Strategy Trend Report for more information on how to bring the power of context to your customer insight portfolio https://www.stonemantel.co/trendsreport  

The Psychology of Customer Engagement: How Loyal Customers Accelerate Growth and Provide a Competitive Advantage   This week we welcome Jermaine Edwards to the Digitally Irresistible podcast. Jermaine is a leading customer growth expert, advisor, international speaker, and award-winning author.  With more than 20 years of sales and leadership experience, Jermaine specializes in working with brands to build customer loyalty. Since 2016, his clients have delivered more than $250 million in value to their customers. His revolutionary customer loyalty strategies improve retention, fuel revenue, and provide a competitive advantage in tough market conditions.   On this episode, we discuss how Jermaine's secrets of unshakeable loyalty use proven psychological principles to engage customer loyalty and accelerate brand growth.  Advising Brands in Customer-Oriented Strategies for Success A self-described Jamaican farm boy who grew up in London and studied in Germany, Jermaine became a customer-growth enthusiast because of great mentors he had early on in his career.  Of all the businesses he worked with, Jermaine noticed that the most successful were customer oriented. This inspired him to develop a path for customer growth that small and midsize enterprises (SMEs) could apply to gain a needed advantage in tough climates.  Jermaine is now an established leader in customer loyalty. His business advises both SMEs and top global industry leaders to adopt a customer-centric approach to growth. His secrets of unshakeable loyalty transform the way CX leaders partner with their teams and communities to achieve success.  Unlocking the Secrets of Unshakeable Customer Loyalty Conversations about customer loyalty usually center around three different types: rational, emotional, and behavioral. These individual strains are all important concerns for engaging with customers, but for truly impressive results, the discussion has to go further.   Jermaine's model for unshakeable loyalty goes above and beyond by tapping into known and observable qualities that brands and CX leaders can utilize in their customer base. By creating a relationship between the customer and the brand that is as important to the customer as the product or service being provided, unshakeable loyalty offers a uniquely successful strategy for increasing customer retention and revenue.  Principles of Psychology Can Improve Customer Retention The current global marketplace often prioritizes quantitative factors such as sales or cutting-edge developments in technology, but the benefits of a value-based, emotional connection with customers are important as well. Shared conversation and values with customers leads to a much more distinct, powerful, and cohesive loyalty.  There are three factors in creating this connection. 1.    Psychology. Or, in other words, what we believe, understand, and value about how we connect with others. 2.    Proximity. Proximity isn't just about physical closeness but social closeness: it's our sense of what groups we belong to and how meaningful they are. 3.    Power. Power refers to the influence we have with others and the leverage we have to engage in deeper, richer conversations.   While all are relevant, psychology is the linchpin that holds everything together. Customers are people. Their needs and habits can, to a degree, be predicted, allowing CX leaders to unlock shared values and connections to improve customer engagement and cultivate loyalty. The Endowed Progress Effect Motivates Customers to Engage and Achieve Brand Goals  An effective strategy for unlocking this psychological connection is called the Endowed Progress Effect. This effect describes how people provided with artificial advancement toward a goal feel invested in reaching that goal. Rather than just educating a client or pushing for product engagement, this technique helps customers feel intrinsically motivated to achieve a goal set by the brand. Jermaine says the key is to tap into customer beliefs and values. Customers are more willing to engage when a brand has demonstrated that they understand and share their values. With this alignment, CX leaders can direct customers toward a goal. The Endowed Progress Effect is successful with customers by enabling brands to map out what motivates customers' affinity with the brand. Brands can identify the values that underlie these motivations, and synthesize this information into goals that align the brand with customer values. Telling the Brand's Story Through Shared Customer Values and Experiences To establish this human connection, it helps to think of strategy in terms of three types of stories. This framing allows for a more organic, flexible approach that is necessary for a customer-centric foundation.  Story 1: Relationship Between Customer and CompanyThe first story is about the relationship between the customer and the company. This precedes the product or service and is all about identifying the values and needs of the customer base. Brands must initiate a dialogue with their customers that extends beyond a sales pitch – a real conversation with real connection gives customers the freedom to express the values they expect the brands they support to share.  Story 2: Relationship Between Customer and Product or ServiceThe second story is about the relationship between the customer and the product or service. When the customer is grounded in supporting the brand's values, the intrinsic motivation to support what the brand offers is already there. It is still up to CX leaders to maintain an active dialogue throughout this stage (here is where the Endowed Progress Effect comes in). Active participation focused on an end goal incentivizes customers to maintain their relationship with the brand in tangible ways. Story 3: Shared Experience and Value Between Customer and BrandThe third story is mostly unseen: it's about the shared experience and value created between the brand and the customer. This can be defined in many ways, from customer retention rates to revenue generation. This part of the story is where unshakeable loyalty manifests, creating new potential for brand growth and success. Embracing the Human Connection in Customer-Brand Relationships Produces Powerful, Measurable Results  Many brands are already expanding their growth potential by tapping into the secrets of unshakeable loyalty. This strategy enabled a well-known shoe brand to reach a 93% return rate for customers. The customers return to buy shoes because they believe their support of the product and brand makes a difference. When customers can connect a brand to their personal values, it creates a sense of pride that incentivizes them to maintain a loyal relationship with the brand.  While products and services evolve and become obsolete, customers will always be relevant. Understanding and utilizing principles of psychology equips brands to engage with their customer base in powerful ways that produce results. The shared values, stories, and emotions at the heart of every customer-brand relationship are what make unshakeable loyalty such a critical component of any brand's success. What Jermaine Does for Fun A former cello player himself, Jermaine enjoys listening to orchestra music and attending the theater. This love of music, particularly string instruments, is shared by his daughter, who has played violin with the London Symphony Youth Orchestra.  To learn more about Jermaine, visit him on LinkedIn, Twitter, and his website at www.jermainedwards.com. Watch the video here. Read the blog post here.     

Experience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money?  Craig Lutz is uniquely well positioned to help us answer this question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on innovative quantitative research methods. We are thrilled to announce that he also recently joined our team at Stone Mantel as Conjoint Advisor! In this episode, Dave and Aransas talk to Craig about how he helps teams like Google, Goldman Sachs, Uber and others make the decisions that really matter for customers, based on powerful analytics and what shifts when companies understand that time really is money. You'll hear: How Conjoint analysis can be used to get underneath what customers really care about and how it can be used to predict and change behavior How Uber used these tools to design a radical new rider loyalty program How Google: uses Max Diff to predict how customers will spend money How Goldman Sachs used it to inform their employees experience by optimizing their benefit packages - and tailoring them to each individual office in ways that saved money while increasing real and perceived value How conjoint could be a really groundbreaking understanding how and where customers spend their precious time  How Max Diff relates to Clayton Christensen's  Jobs to Be Done Theory  Check out the Experience Strategy Trend Report for more information on how to bring the power of context to your customer insight portfolio https://www.stonemantel.co/trendsreport   BIO: Craig Lutz has been a data scientist and researcher at Qualtrics since 2007.  He has been a frequent presenter at conferences on the subject of quantitative research methods and has conducted thousands of conjoint analysis projects Qualtrics/ customer over his time there.  He also designed and developed Qualtrics' conjoint analysis DIY technology. Craig graduated from BYU with a degree in Actuarial Science with a minor in Mathematics.  Craig and his wife Karrie have 5 kids and reside in Orem, Utah.

This week's question comes to us from a Customer Experience challenge one of our listeners faced. They piloted an enhancement customers wanted, but it never really turned out to be possible for the organization. So, how do they communicate those results to their customers in a way that says, "I heard you, we tried, but it's not going to work out." ❔This is something that Jeannie can relate to on both sides - from the customer's point of view and as a business owner. In this episode, she explains that our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences.Tune in to learn more about:- Setting expectations and being honest if we can't live up to them- Balancing pros and cons for both the organization and your customers- Driving long-term changeResources Mentioned:Experience Investigators Learning Center -- 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/)

What's the Pioneering Edge for Today's CX Leaders according to NPS Creator, Fred Reichheld?There's so much to unpack in this episode:Fred shares about a personal vulnerabilityWhat's the right way to listen to customers?What is the huge mistake companies make relative to referrals?How do you know if you've won or lost?What is financial capitalism and why should it die?What's on the pioneering edge today for CX leading companies?Will Southwest Airlines recover?And a ton more!Fred Reichheld BioFRED REICHHELD is the creator of the Net Promoter system of management, the founder of Bain & Company's Loyalty practice, and the author of five books  including the New York Times bestseller The Ultimate Question 2.0. He is  currently a fellow and senior advisory partner at Bain, where he has worked since  1977. Fred is a frequent speaker at major business forums, and his work on  customer loyalty has been widely covered in the Wall Street Journal, New York  Times, Financial Times, Fortune, Businessweek, and The Economist. He has  made fifteen contributions to the Harvard Business Review and, in 2012, became  one of the original LinkedIn Influencers, an invitation-only group of corporate leaders and public figures who are thought leaders in their respective fields. In  2003, Consulting Magazine named Fred as one of the world's “25 Most  Influential Consultants.” According to the New York Times, Fred “put loyalty  economics on the map.” The Economist refers to him as the “high priest” of  loyalty. Reichheld graduated from Harvard College (BA, 1974) and Harvard  Business School (MBA, 1978). He is based in Cape Cod and Miami. Video about Winning on Purpose - https://www.bain.com/our-team/fred-reichheld/Catch Fred's Articles on LinkedIn - https://www.linkedin.com/pulse/big-ideas-2023-battling-inflation-companies-cant-just-fred-reichheld/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

❔"How do I evaluate how well we've done as far as customer experience goes?"❔ This is an amazing question, and a common one... many of the customer experience goals our company leaders set are vague and hard to get solid numbers on. So how do we know how well we did? It's a harder question than it should be.Thankfully, Jeannie has 5 questions to help you reflect on how well you did on your customer experience goals. You can use these questions anytime you need to evaluate your company CX plan. As always, Jeannie gives her tried and true tips on how to use customer feedback. You're going to want to write these down.So, how did you do on your Customer Experience Goals?Resources Mentioned:Experience Investigators Website -- www.experienceinvestigators.comGet a year of free Customer Experience Resources – www.YearofCX.comCX Success Statement Workbook -- bit.ly/cx-success-workbookWant 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/)

Bem-vindos ao Podcast CX Leaders, um oferecimento da SAP Brasil. Hoje vamos falar sobre questões atuais, tendências, tecnologias e desafios que tiram o sono dos líderes de TI e negócios dentro do universo de Customer Experience ou Experiência do Cliente. Nesse episódio contaremos com a participação da nossa anfitriã Monica Betini, Líder em Transformação Digital e Experiência do Cliente na SAP Brasil e do nosso convidado Leonardo Castilho, diretor de Marketing da Multilaser. Vamos abordar o tema “O poder dos dados” e também assuntos como estratégias de marketing, e-commerce, vendas e muito mais. Sejam todos muito bem-vindos.

Trust.Isn't that one of those soft, touchy-feely words?In today's word of digital transformation, isn't people skills so...yesterday?From someone who walked the walk as a CX practitioner, one of the most critical skills is the ability to influence - without positional power. The ability to build trust with key stakeholders is a golden asset for any business leader but it's essential for a CX or EX leader! How Do You Build Trust with Key Stakeholders?My guest on this episode of the Delighted Customers Podcast, Charlie Green, knows a thing or two about building trust - he should, he wrote the book on it. Here are just a few of the benefits that trusted advisors enjoy.  CX Leaders can expect their key stakeholders will:1. Reach for your advise2. Be inclined to accept and act on your recommendations3. Bring you in on more advanced, complex, strategic issues4. Share more information that helps you help themCharles H. GreenCharles H. Green is an author, speaker and world expert ontrust-based relationships and sales in complex businesses.Founder and CEO of Trusted Advisor Associates, he isauthor of Trust-based Selling, and co-author of The TrustedAdvisor and the Trusted Advisor Fieldbook. He has worked with a wide range of industries and functions globally.Charles works with complex organizations to improve trust in sales,internal trust between organizations, and trusted advisor relationshipswith external clients and customers.Charles spent 20 years in management consulting. He majored inphilosophy (Columbia), and has an MBA (Harvard).A widely sought-after speaker, he has published articles in HarvardBusiness Review, Directorship Magazine, Management ConsultingNews, CPA Journal, American Lawyer, InvestmentsContact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the show You would like to book me on your show Email me at mark@empoweredcx.com

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.

Trust.Isn't that one of those soft, touchy-feely words?In today's word of digital transformation, isn't people skills so...yesterday?From someone who walked the walk as a CX practitioner, one of the most critical skills is the ability to influence - without positional power. The ability to build trust with key stakeholders is a golden asset for any business leader but it's essential for a CX or EX leader! How Do You Build Trust with Key Stakeholders?My guest on this episode of the Delighted Customers Podcast, Charlie Green, knows a thing or two about building trust - he should, he wrote the book on it. Here are just a few of the benefits that trusted advisors enjoy.  CX Leaders can expect their key stakeholders will:1. Reach for your advise2. Be inclined to accept and act on your recommendations3. Bring you in on more advanced, complex, strategic issues4. Share more information that helps you help themCharles H. Green Charles H. Green is an author, speaker and world expert ontrust-based relationships and sales in complex businesses.Founder and CEO of Trusted Advisor Associates, he isauthor of Trust-based Selling, and co-author of The TrustedAdvisor and the Trusted Advisor Fieldbook. He has worked with a wide range of industries and functions globally.Charles works with complex organizations to improve trust in sales,internal trust between organizations, and trusted advisor relationshipswith external clients and customers.Charles spent 20 years in management consulting. He majored inphilosophy (Columbia), and has an MBA (Harvard).A widely sought-after speaker, he has published articles in HarvardBusiness Review, Directorship Magazine, Management ConsultingNews, CPA Journal, American Lawyer, Investments

For the past six months, Now Brands Talk hosts Ruth Zive and Perri Chaikof have conducted interviews with CX and marketing leaders to discover what can be done to bridge the brand interaction gap. One thing they always asked the guests is to share their best and worst brand interactions. For our first milestone episode, Ruth Zive and Perri investigate the common themes that have emerged in both the “best” and “worst” categories.  Join us as we discuss: Our biggest takeaways from the interviews so far The common trends for best and worst brand interactions What this all means for how your brand interacts  To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Now Brands Talk in your favorite podcast player.

Steve Walker hosts another Live with CXPA event with guests Mark Slatin, senior vice president and director of CX at Sandy Springs Bank, and Ann Schrader, CX strategist at Farm Credit Service of America, for a discussion on ways for CX leaders to improve their CX program's visibility and build a reputation as a valuable part of their company's strategy.

Note: this episode is an encore presentation of the Live with CXPA event, “10 Traits of Effective CX Leaders” which premiered on March 8th, 2022. You can also watch a video presentation of this event on CXPA's Vimeo channel.  What makes an effective leader in customer experience? On this special episode of The CX Leader Podcast and Live with CXPA, host Steve Walker leads a discussion with panelists Lauri Jones (Walker), Sandra Mathis (Microsoft) and Johnathan Ruchman (Brookdale Senior Living) on ten traits of effective CX leaders. You can also download a free resource on this topic at walkerinfo.com/effectivecxleader. 

Support agents are often on the front lines for businesses. Dealing with frustrated customers while working through repetitive tasks can be daunting. Tasks pile up, which leaves agents with a backlog and in situations like this, the danger of burnout becomes pretty real. Research at Cornell said 87% of workers reported high, or very high levels of stress in call centers. Are employers doing enough to combat burnout?The top driver of burnout 1:28Signs of burnout that managers should look for 3:15Things you can do to manage and prevent burnout 4:54Showing support and gratitude for your team members 6:17Provide variety 7:18Create and communicate career paths 8:36“Strong onboarding programs are critical to the success of all agents on our teams. I think it's important to establish what the essential tools, foundational skillsets are for agents to be able to deliver that type of customer experience.” 5:19

Brands invest so much in getting their logo, font, and colors just right. But none of that matters if your brand has bad interactions with customers. Your brand is your reputation, and the most important brand investment you can make is at the point of interaction with the customer. Let's start talking about that. In this trailer episode of Now Brands Talk, producer Jordan Alford interviews host Ruth Zive, SVP Marketing at Ada, about what listeners should expect from the podcast. Join us as we discuss: Our guests: CX leaders from leading digital first brands Our theme: blazing a trail in the world of brand interactions Our audience: marketers, sales folks, and support professionals who want to perfect their automated end-to-end customer experience Our name: inspired by conversations between brands and customers Stay connected with us by subscribing on Apple Podcasts, Spotify, or your favorite podcast player. Visit us online at ada.cx/podcast.

I had to burn my mic after this show. Seriously. https://www.linkedin.com/in/matt-watkinson/ (Matt Watkinson), CEO & Co-Founder of https://www.methodical.io/ (Methodical), an experience design agency, is just awesome. There are three books that I've read on customer experience (CX) over the last +20 years that have shifted my view on the discipline: https://www.linkedin.com/in/joepine/ (Joe Pine)'s 'https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975/ref=sr_1_1?dchild=1&keywords=the+experience+economy&qid=1629292651&sr=8-1 (The Experience Economy)', https://www.linkedin.com/in/lukewilliamscx/ (Luke Williams)' 'https://www.amazon.com/Wallet-Allocation-Rule-Winning-Battle/dp/B00ZAM9HFM/ref=sr_1_1?crid=29T6HTRU0H6DU&dchild=1&keywords=wallet+allocation+rule&qid=1629292705&sprefix=the+wallet+allocation+%2Caps%2C165&sr=8-1 (The Wallet Allocation Rule)', and Matt Watkinson's 'https://www.amazon.com/Grid-Decision-making-Every-Business-Including-ebook/dp/B01M01HPWC/ref=sr_1_1?dchild=1&keywords=the+grid%2C+matt+watkinson&qid=1629292748&s=audible&sr=1-1-catcorr (The Grid)'. (And this is Matt's second book). On this show, we cover a range of topics, including:

Adrian Swinscoe wears many hats. How many do you ask? Well... He's the author of three books (https://www.amazon.com/Punk-CX-Adrian-Swinscoe/dp/1095272012 (Punk CX), https://www.amazon.com/How-Wow-Effortless-Customer-Experience/dp/1292116897 (How to Wow), and https://www.amazon.com/Rare-Business-Relationships-Customers-Sustainable/dp/0956673503 (RARE Business)), He's been blogging and podcasting for 10 years, so way before it was cool (https://podcasts.apple.com/us/podcast/punk-cx-with-adrian-swinscoe/id575552097 (Punk CX)), He runs a https://www.adrianswinscoe.com/ (consulting company), He writes for Forbes (check out his work https://www.forbes.com/sites/adrianswinscoe/?sh=3c97a1194af2 (here)), He's a Fellow at the Royal Society for the encouragement of Arts, Manufacturing, and Commerce, And an Ambassador for the European Customer Experience Organization (https://ecxo.org/ (EXCO)). What did we talk about you might ask? Well, plenty! This is one of the longer shows at 45 mins, but you will want to listen to the end. Adrian and I cover: How CX has evolved over the past 5 - 10 years, and boy does he have perspective What differentiates the best CX leaders from the laggards The Core tenets of CX The 2-3 traits that differentiate the best CX leaders from others in the discipline How CX teams can drive culture change The CX Tech Stack and how it adds value Where CX should sit in an organization This show is just jam-packed with goodness. If you're a new CX practitioner, a new CX leader, or a seasoned CX leader, there is plenty to take away here.

On this Episode # 53, Steve is joined by Greg Kihlstrom, Co-Founder and Co-CEO of www.careergig.com, a Freelance Platform that brings people together. Their reputation and matching platform helps both companies and freelancers find each other, saving time to focus on creating great work together. CareerGig is the platform both freelancers and companies rely on for the assurance, reliability and sense of community needed in the growing gig economy. Greg is also the author of the book The Agile Workforce. To get in touch with Greg: (Company: The Agile World) (Twitter) (LinkedIn) Greg's Podcast: The Agile World with Greg Kihlstrom ==================================== The Science of CX is a groundbreaking new weekly podcast developed to address the millions of businesses that need to learn techniques to compete better in today’s business landscape, by using CX as the cornerstone of a new strategy. Join Steve Pappas in the lab as he puts his 25+ years to the test to make your business soar, grow and accelerate. Learn how to turn new customers into the most loyal customers and be on the mind of everyone in town. Whether you’re a beginner or seasoned expert, you will learn something useful in each and every episode. CXpert - interviews with CX Leaders and Influencers that have made it their business to treat customers like a million. Steve, will use his years of CX-Centric business knowledge to bring out cool ideas for every business owner or leader to learn new techniques and also avoid some pitfalls.

Recently, I have been asked to highlight companies that demonstrate breakthrough (CX) customer experience innovation. So, before I launch into another series, I'll highlight a world-class CX leader named Zameer Kassam Fine Jewelry. As you may know, the Manhattan-based jeweler serves upscale clients across the globe who are looking for custom-designed jewelry, especially engagement rings or other items that celebrate a milestone. The CX superpower for Zameer Kassam is storytelling. How are you helping your customer create the story they will share about your product or service?

In this episode, we're joined by VP, Research Director Harley Manning to discuss a recent internal research effort to better understand the needs of Forrester clients.  Iterative interviews with about 40 senior CX leaders helped to uncover what they're working on, what data and insights they're missing, and more. Click the titles below for more […] The post 254: Uncovering Insights From CX Leaders appeared first on The CX Cast ® by Forrester.

In this replay episode, we revisit a conversation with Yamini Rangan, Hubspot's first CCO and a 24-year industry vet, who shares how the company improved their customer and employee experience by becoming internally unified. She also talks about how the company adjusted during the pandemic while continuing to put the customer first. 

Ted Nardin and Brian Kearney founded research and advisory firm 5th Talent and are based in the US. During the Covid-19 pandemic they asked 4,000 contact center agents about their WFH experience. Now they are back with new research focused on what CX leaders have learned and need to know about WFH. https://www.5thtalent.com/work-at-home-study-november-2020 https://www.5thtalent.com/post/what-leaders-should-know-about-work-at-home-fatigue https://www.linkedin.com/in/briankearney-meaningfulwork/ https://www.linkedin.com/in/tnardin/ https://www.5thtalent.com

In this episode, the CX leaders meet with Steve Gido, Principal at Rusk O'Brien Gido + Partners, LLC to discuss how client experience can impact valuation and M&A potential for a professional services firm. The CX Leaders are Blake Godwin (Client Savvy), as well as Steven Keith (CX Pilots), and Ryan Suydam (Client Savvy). These three individuals are the client experience and employee experience innovators and pioneers helping professional services firms understand and master the science and art of experience. This is a great episode for anyone contemplating implementing a customer experience management program to drive revenue, repeat business, referrals, as well as increase the value of their firm. --- Send in a voice message: https://anchor.fm/clientexperience/message

Cristin Pierce, Director of Business Operations at Officium Labs, joins us on this special episode of the Experience Matters Podcast to tackle the challenge of creating a seamless experience with partners to accelerate results. The 3 Punches covered in this episode:How do you pick the right partners/vendors?Getting on the same page with your partners/vendors to ensure a seamless experienceEvolving together- the importance of knowledge and mentorshipHave questions for Cristin? Connect with her on LinkedIn. 

CX leaders are often tasked with managing change throughout the company in order to create an exceptional customer experience, and building relationships is key to helping manage that change. But when life is disrupted on a global scale, it's critical that everyone in the company trusts each other to make certain the customer's experience is not sidelined. Host Steve Walker welcomes guest Stuart Gilchriest, a certified customer experience professional with Hertz, the global car rental company, for a discussion on how taking the time to building relationships within the company can help in times of crisis.

Businesses and organizations are facing a new operational reality that affects customers and employees, and as a CX professional, you and your company need to be prepared to effectively manage crisis situations. Host Steve Walker welcomes Jennifer Dzwonar, a partner at Borshoff, a PR agency known for their work in crisis and community relations, and discuss how CX professionals can help communicate with customers during difficult times.

This episode of the Chief Customer Officer Human Duct Tape Show is a little different. Adrian Swinscoe and I have a fun, quick rant about some of the things that are bothering us when it comes to customer experience and how it’s approached. Adrian is a customer experience consultant, a Forbes contributor, and the author of the book, Punk CX. This interview was originally featured on his podcast, Punk CX.

As we continue to revisit conversations with CX leaders who were previously on the show, today we're going to explore strategies implemented by two CX leaders at global corporations: Scott Allison, CCO at DHL Supply Chain and Jon Herstein, CCO at Box. Both leaders share great tactics and strategies that they implemented when asked the question, "how did you first assess the work that needed to be done?" Considering they both work at established, global corporations with hundreds (and thousands) of employees, it's interesting to see the scope of the work they chose to tackle

In this episdoe, Mike and Paul are joined by Angela Ferrante and Emily Rasowsky, CX leaders from the company Sparkfund, a subscription-based provider of building energy systems for businesses. We discuss how and why Sparkfund built a CX discipline, the challenges they've faced in executing on this vision, the relationship between a CX Leader and CX Executive Sponsor, and some key lessons learned for other CX leaders.

Over the last 2 years on the show, we have interviewed 40 of the world’s leading customer experience leaders. During these conversations, we noticed several universal themes and best practices emerge which show how world-class brands manage their customer experience. And so, we collated these insights into four mega-themes and built an overarching model which will help you create amazing experiences for your customers. We call it The Customer Experience Flywheel, and it's our gift to the CX community.   Resources mentioned: The Customer Experience Flywheel (Article and image) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)

Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Joseph Ansanelli, a Partner at Greylock and the CEO at Gladly, a company who is reinventing customer service to put people back at the heart of it. In this discussion Joseph shares insights on the challenges of creating a personalized customer experience, the future of PCE in CX and our need for action as CX Leaders.  In this episode, Chad and Joseph discuss: The problem with tickets and case numbers in the CX experience The explosion of messaging app support and consumer expectation How JetBlue is effectively leveraging Gladly to improve the CX experience for their consumers How to battle the Amazon effect with customer service Current trends in CX and their long term viability   Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week features Mike Nessler, CEO of Argo Contact Centers, someone who understands the value of long-term customer relationships.  Mike has a long track record of success in customer experience and brings some great perspective on a multitude of topics. In this episode, Chad and Mike discuss: - Designing your customer experience – including the functional groups and technology that you need to support the ideal customer experience. - Putting the right impact metrics in place and clearly defining the metrics each group must manage to deliver on the end experience. - Ensuring people are supported with the right technology to engage, teach, grow and enable their success. - How thinking short term and layering technology can be one of the worst mistakes CX Leaders can make - The secrets to integrated multiple CX technologies in the most effective ways possible. Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

I'm revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation guided by a specific purpose to enhance the experience. Listen to Vishal Bhalla, VP and CXO of Parkland Hospital, whose 2-year journey with hospital visits inspired him to become a leader in healthcare. Listen to Lee West, Pastor of Guest Experiences at Gateway Church, who shares how his personal experience witnessing new church member isolation inspired him to map a new welcoming strategy. Get show notes at customerbliss.com/cb124

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership. Razia Richter has been an integral member of leadership for Customer Experience teams for large organizations and has since founded her own consulting firm, Retailpivot Consulting, focusing exclusively on CX. She is also the Co-Founder and Managing Partner of CXActivate.  In this episode, Chad and Razia discuss: How her 26 years with Petco set up the driving passions of her career, culminating in Chief Customer Officer The start of the Chief Customer officer/integration into her company Competencies that CX Leaders need to get started and stay involved Benefits of Accelerated implementation methodology and Agile Project Management methods The Differences between Leaders and Managers How to implement changes in large organizations based on customer experience Books discussed in today’s conversation|The Ultimate Question 2.0 – Fred Reicheld and Rob Markey Chief Customer officer 2.0 – Jeanne Bliss Outside In – Harley Manning and Carey Bodine Please be sure to rate and subscribe on Apple Podcasts, Stitcher and Spotify!

Do you lead your business by thinking about your customers' wants and needs? Are you putting the customer first? In today's episode, we’re revisiting two conversations with CX leaders representing global organizations about defining customer obsession. You’ll hear from Tamar Cohen, VP of Customer Experience at Zoetis and Amanda Sachs, the General Manager of Customer and Partner Experience at Microsoft. Both women are leading customer experience in these organizations with a “customer-obsessed” mantra. Get show notes at customerbliss.com/cb119.

In this episode, Mike and Paul revisit the topic of Business Agility, the advantage it can provide organizations when done properly, and the role CX leaders and functions can play in driving agility within organizations. They discuss some of the results identified from research completed by West Monroe Partners and the CXPA, including what are top challenges for achieving more business agility, who is leading these initiatives within organizations, and top reasons and tools that make CX Leaders successful in leading these initiatives within organizations.

Adrian discusses the need for finding CX and CS leaders interesting in coming on the show and talking about their personal stories and experiences working in customer experience and service. Support the show (https://cxchronicles.com/)

CX professional Krista Roseberry joins Steve to discuss what she learned from binge-watching the Olympics: leaders need to be focused.

We reveal the secrets of how great brands delight their customers. We speak to the CX Leaders behind brands like Pandora, Disney, Uber, SumoSalad, Country Road, Microsoft and many more! Delighting customers shouldn't be complicated, so we're on a mission to bring you jargon-free practical takeaways to help you build great customer experiences. Customer Experience Leaders launches in October 2017.

The nuts and bolts of basic CX programs are well understood — identify problems that hamper the customer's journey, fix them, repeat. But leading firms have moved beyond this approach and play the long game, and that requires a fundamentally different set of chops. In this episode of CX Cast, VP and Research Director John […] The post 56: Coming Soon: Forrester's 2016 Forum For CX Leaders In NYC appeared first on The CX Cast ® by Forrester.