Podcasts about cxm

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Play Episode Listen Later Dec 19, 2024 30:35

I first met Tom DeVries when he was giving a keynote at the 2024 CXM 360 Conference at Michigan State University. Tom took an unorthodox approach to the keynote by not talking for the first 5 minutes. What? Yup! He used non-verbals, videos, and audio cues to engage the audience. Tom has built a successful design firm and has shifted his focus in the last 12 years to include customer experience. He is an expert in human-centered design and has worked with some of the biggest brands in the US. He shares some invaluable wisdom in this episode including: CX Metrics vs. Genuine Improvement: Tom criticizes organizations for focusing too much on CX metrics rather than genuine improvements. Operational Changes for Better CX: He suggests that organizations should initiate changes at the operational level before implementing measurement systems. Transformative Change in CX: Tom speaks about the need for transformative change in CX. Adaptability in CX Roles: Tom notes the importance of learning how to learn and adapting quickly in the current business environment. How can CX leaders foster a culture of adaptability within their teams? Case Studies and Pilot Programs: Tom emphasizes using case studies and pilot programs to demonstrate CX improvements. He discusses some key elements that should be included in a case study to make it impactful Brand Behavior and Customer Perception: The episode discusses how a brand is defined by its behavior and how it is perceived through customer experiences. The episode touches on the idea that brands today compete for relationships rather than transactions. How can businesses effectively build and maintain strong relationships with their customers? Shifting from Mechanical to Ecosystem Thinking: He urges businesses to shift from mechanical to ecosystem thinking. In what ways can adopting an ecosystem mindset benefit an organization in today's fast-paced environment? Storytelling in Brand Strategy: The role of storytelling in brand strategy is highlighted in the episode. The episode is loaded with useful insights; some of which challenge traditional CX approaches. Meet Tom: Tom DeVries is a creative, straight-shooting strategist with a reputation for crafting industry-leading products, brands, and experiences. By fusing business, technology, and humanity, he creates solutions that hit hard, turn heads, and boost bottom lines. As the founder of ThoughtFull, an award-winning design firm, and Crucx, the world's simplest customer experience operating system, Tom drives growth by liberating organizations and their customers from the ordinary.

GETTING THINGS DONE RIGHT: STRATEGIES & PRACTICAL TIPS

CX Goalkeeper - Customer Experience, Business Transformation & Leadership

Play Episode Listen Later Dec 9, 2024 29:46

Why You Can't Miss This EpisodeThis episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elevate decision-making, manage risks effectively, and align strategies for long-term growth.About the GuestMichelle is an independent CXM consultant who blends business expertise with a fresh perspective. She helps clients understand their customers, meet their needs, and achieve remarkable business outcomes. Michelle has been using Customer Feedback for over 30 years to improve products, services, and touchpoints. She shares her experience and lessons with the business community through hands-on support and mentoring. She fosters sustainable change by influencing colleagues and emphasising the value of customer experience management.Relevant Linkshttps://customerexperienceconsultant.co.uk https://www.linkedin.com/in/michelle-spaul-customerexperience/ The Top 3 Key LearningsBalance Is Key: A successful CX strategy integrates the needs of customers, employees, and the business. It's not about customer-centricity alone but finding harmony between these elements for sustainable growth.Master the Basics Before Innovation: Focus on delivering consistent, reliable services that meet functional needs before adding extraordinary elements. Basics create the foundation for long-term trust and loyalty.Stop, Think, and Listen: Leaders should pause and evaluate decisions from all perspectives—business, employee, and customer—ensuring alignment with long-term strategies and goals.Chapters00:00 Introduction and Guest Presentation 02:47 Values and Balancing Business, Customer, and Employee Needs 03:04 Practical Tips for Balancing Business and Customer Needs 09:35 Balancing Short-Term Gains with Long-Term Vision 12:45 The Role of Philosophy and Values in Decision-Making 16:38 Prioritizing Quality Over Speed 19:42 Understanding Customer Needs and Adding Value 26:13 Future of Customer Experience 27:30 Contact Information and Final ThoughtsKeywordscustomer experience, CX strategy, quality management, balancing needs, practical tips, risk management, employee alignment, customer satisfaction, innovation in CX, sustainable business growth, Michelle Spaul, Gregorio Uglioni, CX Goalkeeper Podcast, practical CX strategies, functional needs, customer journey, stop think listen, organizational goals, reliable servicesFeedback Is a Gift! Did you enjoy this episode? Please share your thoughts and let us know your key takeaways. Don't forget to follow and subscribe to the CX Goalkeeper Podcast:Podcast Page: CX GoalkeeperApple Podcast: Listen on AppleSpotify: Listen on SpotifyYouTube: Watch on YouTubeLet's continue transforming CX together.

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

CX Goalkeeper - Customer Experience, Business Transformation & Leadership

Play Episode Listen Later Nov 13, 2024 36:44

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

The Skills Gap

Play Episode Listen Later Oct 28, 2024 28:31

In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.About the GuestDr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.Relevant Linkshttps://www.linkedin.com/in/tom-dewitt-ph-d-5076093The Top 3 Key LearningsSpeak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It's not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company's bottom line.Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.Chapters00:00 Introduction and Guest Presentation 00:29 Background of Tom DeWitt 02:47 Identifying the Skill Gap in CX Leadership 06:11 Challenges with Current CX Education and the Need for Academic Programs 09:41 Details of the Master's Program at Michigan State University 12:20 The Importance of Employee Experience and Engagement 14:51 Corporate Support for CX Education 16:32 Future of CX Skills Development 23:59 Conclusion and Final Thoughts 24:18 Contact Information and Closing RemarksKeywordsCX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.Feedback Request Thank you for reading! I'd love your feedback on this blog post and how we can continue to bring you more valuable content. Be sure to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform never to miss an episode!YouTubePodcast PageApple PodcastSpotify

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

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Play Episode Listen Later Oct 14, 2024 30:15

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

#103: Using Data Visualization to Get Executive Buy-In

Play Episode Listen Later Sep 26, 2024 29:45

One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives. It's about storytelling with data…but how? With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University's Customer Experience Management Master's program and a leader at Omnicom Health Group, offers unparalleled insights into this crucial aspect of business strategy. In this episode of "Delighted Customers Podcast," Katie shares compelling strategies and best practices for utilizing data visualization to enhance customer experience and drive executive buy-in. Key Takeaways: 1. Customer Experience Improvements: - Pain Points in Banking: Katie highlighted how customers in banking and investment sectors often struggle with mobile check deposits and managing dormant 401(k) accounts. The complexity and inaccessibility of instructions lead to dissatisfaction. She shares best practices on how to solve for that. 2. Data Storytelling: - Katie's personal advice: Focusing on data storytelling and understanding audience incentives can significantly improve your professional influence. She walks through several illustrations of how to effectively tell stories with data. 3. Effective Data Visualization: - Importance for Executives: Visualizing data is essential for conveying insights quickly and clearly to senior leadership, facilitating swift decision-making. Katie shares common missteps and how to overcome them. Meet Katie: Katie has a passion for building highly-prized customer experiences. Throughout her marketing technology enablement career, she gathers multiple perspectives, analyzes data sets, forges a business vision and puts the initial concept into production using a test and learn mindset for continuous improvement of the product or process. Katie has been with Omnicom Health Group for three years as a leader in digital transformation and data analytics capabilities in the health care sector primarily supporting biotech and pharmaceutical marketing teams. Katie services clients with Omnichannel marketing solutions based on a framework and capabilities that she derived from years of marketing and data strategy experience. She is a Thought Leader enabling colleagues to upskill and speak marketing acumen underscored by data, data visualization and technology integration concepts. She shares a regular Data Coffee Talk with colleagues on all topics data in marketing including how AI is changing the advertising business. She began her career at Ernst & Young leading application development, business analysis, roadmap visioning and emerging technology teams. Katie earned an MS degree from MIT in the Management of Technology. Her undergraduate degree is from Smith College with a BA in Computer Science and Economics double major. Katie is an active alum with both of her alma maters. She spends her free time soaking up the sun as an avid beachgoer, consuming fiction and shuttling her teenage daughter to activities. Additionally, Katie is a Faculty Instructor for MSU's MS in CXM degree. She teaches Data Analysis, Data Integration and Data Visualization as part of the program.

#103: Using Data Visualization to Get Executive Buy-In

Play Episode Listen Later Sep 26, 2024 33:14

One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives. It's about storytelling with data…but how? With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University's Customer Experience Management Master's program and a leader at Omnicom Health Group, offers unparalleled insights into this crucial aspect of business strategy. In this episode of "Delighted Customers Podcast," Katie shares compelling strategies and best practices for utilizing data visualization to enhance customer experience and drive executive buy-in. Key Takeaways: 1. Customer Experience Improvements: - Pain Points in Banking: Katie highlighted how customers in banking and investment sectors often struggle with mobile check deposits and managing dormant 401(k) accounts. The complexity and inaccessibility of instructions lead to dissatisfaction. She shares best practices on how to solve for that. 2. Data Storytelling: - Katie's personal advice: Focusing on data storytelling and understanding audience incentives can significantly improve your professional influence. She walks through several illustrations of how to effectively tell stories with data. 3. Effective Data Visualization: - Importance for Executives: Visualizing data is essential for conveying insights quickly and clearly to senior leadership, facilitating swift decision-making. Katie shares common missteps and how to overcome them. Meet Katie: Katie has a passion for building highly-prized customer experiences. Throughout her marketing technology enablement career, she gathers multiple perspectives, analyzes data sets, forges a business vision and puts the initial concept into production using a test and learn mindset for continuous improvement of the product or process. Katie has been with Omnicom Health Group for three years as a leader in digital transformation and data analytics capabilities in the health care sector primarily supporting biotech and pharmaceutical marketing teams. Katie services clients with Omnichannel marketing solutions based on a framework and capabilities that she derived from years of marketing and data strategy experience. She is a Thought Leader enabling colleagues to upskill and speak marketing acumen underscored by data, data visualization and technology integration concepts. She shares a regular Data Coffee Talk with colleagues on all topics data in marketing including how AI is changing the advertising business. She began her career at Ernst & Young leading application development, business analysis, roadmap visioning and emerging technology teams. Katie earned an MS degree from MIT in the Management of Technology. Her undergraduate degree is from Smith College with a BA in Computer Science and Economics double major. Katie is an active alum with both of her alma maters. She spends her free time soaking up the sun as an avid beachgoer, consuming fiction and shuttling her teenage daughter to activities. Additionally, Katie is a Faculty Instructor for MSU's MS in CXM degree. She teaches Data Analysis, Data Integration and Data Visualization as part of the program.

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

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Play Episode Listen Later Sep 23, 2024 37:03

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

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

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Play Episode Listen Later Sep 9, 2024 32:08

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

Simplifying Complex Customer Journeys Through CXM With Sherri Schwartz

Revenue Engine Podcast

Play Episode Listen Later Sep 6, 2024 37:07

Sherri Schwartz is the Head of Marketing at OvationCXM, a customer experience management platform that leverages AI for unique insights. She graduated amidst a financial crisis and pivoted from broadcast journalism to a successful career in sales and marketing, working across government contracts, financial services, and SaaS technology, gaining deep expertise in product and strategic marketing. Sherri is passionate about effective communication, relationship building, and fostering a strong bridge between sales and marketing teams. In this episode… Complex customer journeys can make or break a company's success in today's fast-paced business world. How do companies, especially in industries like finance and SaaS, simplify these intricate processes to deliver a seamless customer experience? More importantly, how can technology and strategy be combined to overcome these challenges and create a unified customer journey? According to Sherri Schwartz, a seasoned marketing expert in customer experience management (CXM), the key to simplifying complex customer journeys lies in connecting all the players involved. She highlights the importance of real-time collaboration between companies and their third-party partners to eliminate the frustrating "ping-pong" effect many customers face. By leveraging CXM platforms, companies can maintain visibility over every step of the customer journey, ensuring smoother interactions and brand consistency. This approach improves customer satisfaction and reduces inefficiencies, making it a critical strategy for businesses in complex industries like finance and SaaS. In this episode of the Revenue Engine Podcast, host Alex Gluz sits down with Sherri Schwartz, Head of Marketing at OvationCXM, to discuss how to simplify complex customer journeys through CXM. They explore how real-time collaboration can reduce friction in customer interactions, the role of AI in enhancing customer experience, and the challenges of maintaining brand consistency in a fragmented ecosystem.

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EMPOWERING LEADERS TO GET EXECUTIVE BUY-IN

CX Goalkeeper - Customer Experience, Business Transformation & Leadership

Play Episode Listen Later Aug 19, 2024 26:52

In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.About the GuestMark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine).He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America.Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.He's also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US.Relevant LinksConnect with him via email - mark@empoweredcx.com or on LinkedIn https://www.linkedin.com/in/markslatin/Podcast: https://www.empoweredcx.com/podcastThe Top 3 Key LearningsBuilding Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own.Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support.Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations.Chapters00:00 Game Start00:40 Guest Introduction: Mark Slatin02:14 Mark's Professional Background03:34 Biggest Challenge for CX Leaders06:10 Evolution of CX as a Discipline10:08 Proving the Value of CX12:36 Building Trust with Stakeholders17:57 Future of CX22:14 How to Connect with Executives24:27 Masterclass Overview25:00 Fast Forward 10 Years26:09 Best Way to Contact Mark26:30 Mark's Golden Nugget27:29 Episode ConclusionWe hope you enjoyed this episode as much as we did. Please share your feedback and don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

315: Proven Ways to Acquire and Keep Customers for Life - with Richard Weylman

SaaS-Story in the Making

Play Episode Listen Later May 7, 2024 27:46

EPISODE SUMMARYIn the ever-evolving world of SaaS, where personal touch and customer satisfaction are critical, it's essential to grasp the nuances of customer experience and relationship management. I was thrilled to chat with Richard Weylman, a distinguished business consultant and Hall of Fame keynote speaker this week. Richard offered invaluable insights from his upcoming book, "100 Proven Ways to Acquire and Keep Clients for Life."PODCAST-AT-A-GLANCEPodcast: Scale Your SaaS with Matt WolachEpisode: Episode No. 315, “Proven Ways to Acquire and Keep Customers for Life - with Richard Weylman”Guest: Richard Weylman, Coach, Speaker, and AuthorHost: Matt Wolach, a B2B SaaS Sales Coach, Entrepreneur, and InvestorSponsored by: LeadfeederTOP TIPS FROM THIS EPISODEUnderstanding the Customer's PerspectiveEvaluating Customer ReevaluationCultivating Deeper ConnectionsInnovative Follow-up TechniquesEPISODE HIGHLIGHTSThe Four Core Attributes of Customer InteractionThe Impact of Authentic CommunicationConclusion: The Art of Customer ExperienceTOP QUOTESRichard Weylman[17:14] “You have a CRM, but what you really need to build out is a CXM, Customer Experience Manager.”[22:55] “You're not in the software business. You're in the people business.”Matt Wolach[16:57] “There are specific words within a software sales process that if you say them, it's going to kill the deal, and specific things you can do that actually accelerate the deal.”LEARN MORETo learn more about Richard, visit: https://richardweylman.com/You can also find Richard Weylman on LinkedIn: https://www.linkedin.com/in/richard-weylman-keynotespeaker/For more about how Matt Wolach helps software companies achieve maximum growth, visit https://mattwolach.com.Head over to leadfeeder.com and sign up for a 14-day (no strings attached) free trial: https://www.leadfeeder.com/ Get even more tips by following Matt elsewhere: Sales Tips LinkedIn Twitter Instagram

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TRAIL RUNNING COMPETICIÓN: ¿IGUAL PARA TODOS? Opinión María Benito. Campeona Copa FEEC 2023.

RADIO TRAIL Carreras de Montaña Mayayo

Play Episode Listen Later Nov 1, 2023 65:24

TRAIL RUNNING COMPETICIÓN: ¿IGUAL PARA TODOS? Opinión María Benito. Campeona Copa FEEC 2023.Nuestra sección CORREDORAS DE MONTAÑA repasa hoy con nuestra patrón María Benito el reto de la igualdad en competición, donde disfruta buscando dar el máximo, sea en tartán, asfalto, cross o trail running.Este finde María se proclamó Campeona Copa Catalana FEEC 2023. Hoy propone cuatro ideas para que el dinero no sea tan decisivos entre la élite como lo es hoy día. Arrancamos con una larga entrevista por Mayayo primero y su propio análisis de impacto despues.Dale al play: MARÍA BENITO ENTREVISTA MAYAYO EN RADIO TRAILTodos nuestros reportajes en la web: https://carrerasdemontana.com/Nuestros videos en este canal: https://www.youtube.com/moxigeno#carrerasdemontaña #radiotrail

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Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt

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Play Episode Listen Later Oct 17, 2023 15:23

I am thrilled to have had the opportunity to interview Tom DeWitt, the creator of the groundbreaking MSU CXM Masters of Science program, on my podcast. This program is the first of its kind, offering a comprehensive and in-depth curriculum for professionals in the field of customer experience management.Key Takeaways from the interview:1️⃣ Bridging the skills gap: The MSU CXM Masters program was created to address the fragmented nature of the industry and provide professionals with the broad skill set necessary to effectively manage the customer experience. With 15 courses and 15 different faculty members, including industry practitioners and specialists, this program offers a comprehensive learning experience.2️⃣ Team-Based Learning: Unlike traditional lecture-based teaching, the MSU program emphasizes interactive and engaging team-based learning. Students work on real-world case studies, collaborate with classmates, and learn from each other's expertise. The strong bonds formed among students create a supportive and enriching learning environment.3️⃣ Access to industry leaders: With a faculty comprised of experienced practitioners, including VPs of CX, students in the MSU CXM Masters program have unparalleled access to professionals who have been there and done that. Learning from their insights and experiences adds immense value to the program.If you have a passion for customer experience and are looking to enhance your skills, I highly recommend considering the MSU CXM Masters program. It's a game-changer in the industry, providing the knowledge and credentials needed to thrive in the field of customer experience management.For more information about the program, interested applicants and companies should visit https://broad.msu.edu/marketing/cxm/.Here's some interesting research that supported the creation and launch of the new degreed program at MSU:According to a survey conducted in the summer of 2020 with 160 decision makers that were provided with a description of the proposed MSU MS-CXM degree program, 87% indicated that it is important to hire employees that are experts in the field of customer experience management (CXM); 80% said they would be likely to give a raise to current employees who have obtained the degree; and 78% of US companies and 89% of international companies would be likely to hire students graduating from the program.Similarly, a survey of 338 professionals working in CX conducted at the same time found that 87% of respondents indicated that CXM is critical to success; 85% were interested in a master's degree in CXM; 63% would be likely to apply if the MSU MS-CXM degree were offered; and 44% of respondents that are extremely likely to pursue a master's degree in the next 5 years would be extremely likely to apply to this MS-CXM degree.Meet Tom DeWitt, Ph.DTom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America's first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. For more than a decade Dr. DeWitt has also provided customer experience management 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

Building a Customer Data Source of Truth - Ryan Vong

RevOps FM

Play Episode Listen Later Oct 17, 2023 34:58 Transcription Available

Data is the raw material we work with in marketing. You can come up amazing campaign ideas. You can even build them out. But if your data is junk, everything falls apart. Today's guest spent a decade building Digital Pi, a top marketing automation agency, and is now making a pivot to customer data ops.We chat about the data problems facing revenue teams, the issues with traditional data warehouse approaches, and why Syncari is his data platform of choice. Thanks to Our SponsorMany thanks to the sponsor of this episode - Knak. If you don't know them (you should), Knak is an amazing email and landing page builder that integrates directly with your marketing automation platform. You set the brand guidelines and then give your users a building experience that's slick, modern and beautiful. When they're done, everything goes to your MAP at the push of a button. What's more, it supports global teams, approval workflows, and it's got your integrations. Click the link below to get a special offer just for my listeners. Try Knak About Today's Guest Ryan Vong is a marketing technology leader with over 20 years experience. He was the founder and CEO of Digital Pi, a global marketing automation agency acquired by Merkle Inc. in 2020. In 2023, he founded Helix CXM, an agency providing data operations for revenue teams. https://www.linkedin.com/in/ryanvong/Key Topics[00:00] - Introduction[00:45] - Evolution of marketing operations over the last decade. [03:08] - Marketing ops vs. sales ops. Need for marketing operations to become more strategic. Campaign execution becoming commoditized. Limits on the size of MOPS teams. [05:59] -Marketing operations as a force for accountability, evaluating effectiveness. Approaches and challenges in interpreting the customer journey. Not all the data is there. [08:24] - Ryan's pivot to customer data ops and founding CXM. The pains he saw that led him in this direction. How marketing automation was limited by dirty data. Helix is data operations for the revenue team. AI requires clean data to function properly. [13:02] - Data operations involves both technical and process / strategy components. How Ryan aims to address those. Three phases of data - as a utility, as an enabler, as a driver. Data as a utility is the first priority.[14:49] - Perspective on traditional data warehouse/lake. Centralized system is needed, but with current approach it's too slow. Everything is outdated by the time it's ready.[18:25] - Deep dive into Syncari, why Ryan selected it, what makes it unique. Single source of truth vs. distributed truth. Ability for users to work where they are already comfortable. Having a data store incorporated into the tool. Similarity to how the Marketo/Salesforce sync works. Ability to revert to previous state. [24:02] - Ownership of the customer data engine within the organization. Natural home is within revenue ops teams. Collaboration with IT department. [25:36] - Structure of a data ops engagement. Ability to preview data before turning the system on. Importance of speed/agility. Build vs. run components of the engagement. Data monitoring - similar to home security monitoring. [29:29] - Lessons learned and plans for taking the agency founder's journey a second time.Resource LinksHelix CXM - Ryan's agency website.Salesforce Shouldn't Be Your Single Source of Truth - Top Reasons Why - Syncari article about a single source of truth vs. distributed truth. Learn MoreVisit the RevOps FM Substack for...

$TQQQ and Earnings season starts BIG - 7-14-23 Market Update

Daily Stock Picks

Play Episode Listen Later Jul 14, 2023 41:59

Follow along with all my trades and journal your own here - https://savvytrader.com/Dailystockpick/2023-trading-portfolio I love Webull - Sign up here and get FREE STOCKS Why am I still holding $TQQQ? Overview of stocks that still have room to run. Earnings season starts off today with financials and my $UNH and $WFC are up big - $BAC over $30 Plus get the newsletter for 2 videos I really like on YouTube about candle stick patterns and holding for profits FREE NEWSLETTER WITH CHARTS - subscribe at dailystockpick.substack.com SPONSORED BY VISIBLE - Check out this page: https://www.visible.com/get/?3MFGCRG $20 off your first month - only $5 for the first month Use code DSP25 for 25% off Trendspider's platform - https://trendspider.com/?_go=gary93 Sign up for Webull and get free stocks like I did - https://a.webull.com/yNyte9iTQnfaDYFHdv Social Links and more - https://linktr.ee/dailystockpick NOTES It's earnings season and so far it's going well Earnings today $unh beat earnings on top and bottom $blk earnings good wirh an increase in assets under management $jpm beat $wfc beat $BAC over $30 $ARKF chart looks amazing $DPST up 5% Earnings yesterday $dal stock popped to $50 before fading throughout the day to close red. It didn't hold. $Pep claim they've likely reached the limits of their price-raising strategy. Although volumes have held up better than anticipated due to low global unemployment, they are seeing a material impact. $amzn shares jumped 3% after announcing the first 24 hours of its Prime Day event was the “single largest sales day in company history.” Across both days, U.S. consumers spent $12.7 billion, representing 6.1% YoY growth. $Shop rose 7% after announcing a new artificial intelligence (AI) tool called Sidekick ruling that has sent shockwaves through the crypto world, a U.S. judge has declared that Ripple's $xrp token is not a security. $hut $mara be careful of July 24 vote $riot With Bitcoin over $31k now Even $mstr way up $xrp or ripple exploded yesterday https://www.cnbc.com/2023/07/13/xrp-surges-after-judge-delivers-a-huge-win-to-ripple-in-its-case-against-the-sec.html $snow was a buy again $nkla most have pushed another truck downhill $coin over $100 $nvda up huge $Edtx big mover up 202% $TTD going to join Nasdaq 100 $QQQ when $ATVI is removed with the $MSFT deal Learning videos Candlestick pattern video - I really liked the explanations in this video https://youtu.be/tW13N4Hll88 Good video on protecting profits and confirming https://youtu.be/1lvtsr0jS7c Just don't pay for this - don't get fomo Social requests Highway from fb Hi G-man, found $CXM last night on the scanner. I was looking for a swing trade. Looks like a great stock. Fidelity is giving ($LYFT) a strong performance rating short term , mid term and long term. (LYFT) Webull just signaled a Bullish Double Bottom for 101 days with a price target of $14.30 to $15.00 per share. Stock price is currently $11.42. Could you give me your thoughts on this stock?... Thanks and have a great day....

Daily De-Stress

Healing Codes

Play Episode Listen Later Jul 12, 2023 16:20

Stress is something we all deal with at some point in our lives. It can be situational or chronic or both, depending on a variety of causes. Because stress comes in so many forms and across all contexts of life it can be difficult to pinpoint its source in order to provide effective treatment options. Because of this, it calls for a whole-person approach to be able to treat it in a way that can have the best effect on being able to de-stress in a meaningful and lasting way.What if I told you that you can significantly reduce and even eliminate stress from your life in 3 steps: 1. focus on recovering from the effects stress has had on you up to this point, 2. build resilience to stressors so that they don't have a depleting effect on you and 3. revise unconscious patterns of old conditioning so that the hidden sources of stress are transformed into empowering states of being that will eliminate the source of unconscious stressors. Today's episode is the first in a Daily De-Stress series where I'll talk about the ways stress can dimmish our life force energy, ways to recognize it and practical tools with guided meditations to de-stress on a daily basis. I'll cover the three main components of destressing in a meaningful way: recovery, resilience and revision. You'll learn about hidden/unconscious sources of stress and how to treat them using CxM on all levels of being: physical, energetic, emotional, ancestral and spiritual.Key Topics Include:Learn new ways to de-stress on all levels of being to regain more energy, purpose, and access your full potential.Understand the three steps to relieving stress including recovery, resilience and revision.Uncover hidden sources of stress including the ancestral, energetic and spiritual components.How a a whole-person approach is needed to treat stress in a way that can have the best effect on de-stressing in a meaningful and lasting way Learn more about retreats, courses, workshops, 1:1 sessions and sign up for my e-newsletter on www.consciousness-medicine.comCheck out the blog associated with this podcast too!If you'd like to donate to this podcast, your gift will be directly applied to production costs! Stay Connected on Social Media:Facebook: www.facebook.com/CentreforConsciousnessMedicineInstagram: www.instagram.com/wellnesswisdomwithjulieLinked In: www.linkedin.com/in/julie-williams-cxmed Production assistance from Podlad.com | Art image by Joma Sipe

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Infuse Agility Into CX

CX Decoded By CMSWire

Play Episode Listen Later Jun 13, 2023 35:17

Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning. Principal CX leader Marietta Silva Allison takes us behind the curtain for all of it in this episode.

customer experience agile agility intuit turbotax infuse cxm

La Verea - Capítulo 23 - Obsesiones y bisagras

La Verea

Play Episode Listen Later Jun 8, 2023 109:02

En este capítulo te invito a reflexionar sobre lo importante de saber cuando ha llegado la hora de marchar. Hablamos y conocemos a Belén Perez Riveiro, corredora convocada con la selección nacional FEDME para el próximo europeo de Montenegro. Nos asomamos a Pola de Somiedo para hablar con Gobitu Bode, el organizador de la mítica Desafío Somiedo. Echamos un rato de conversación con Rafa Flores previo al viaje hasta Austria para el mundial con la RFEA y por último nos acercamos durante la concentración a conocer el equipo de CxM de FEDME en el CARD de Sierra Nevada. En el cierre, te cuento la pequeña gran historia de mi primo Migue, su afición al trailrunning y a los audios de whatsapp. ¡Que lo disfrutes!

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CX Podden med Jørgen Schüren, Business Director,Customer Experience Management

The CXPod

Play Episode Listen Later Jun 1, 2023 36:32

I denne episoden møter vi vår venn og kollega fra NCXN, Jørgen Schüren! Jørgen er i tillegg Business Director innen CXM i trolig Norges eldste CX program selskap, nemlig Forsta, tidligere Confirmit. Vi snakker om hvordan utviklingen har vært, og er, med tanke på å erstatte tradisjonelle kundeundersøkelser med "lytteposter" og hvordan konsolidering av data gir en helt ny verden av muligheter for å forstå kundene dine. Men hva gjør alle disse nye måtene å hente innsikt for oss, dersom vi ikke klarer å handle ut fra dem? Og hvorfor oppforder Jørgen noen av lytterne våre til å rett og slett legge ned VOC programmet sitt? Det er noen av temaene i dagens episode av CX Podden. Frem til sommeren vil vi ikke publisere flere Ukens CX stlillinger. Har du tips til stillinger du ønsker å dele, eller ønsker du å annonsere en ledig stilling der du jobber, kan du ta kontakt med merete@ncxn.no for en uforpliktende prat om spons/spot i podden.

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368: Adding Meaningful Insights and Activating Data with Vincent Washington, VP of Unified-CXM Best Practices Group at Sprinklr

Marketing Today with Alan Hart

Play Episode Listen Later May 25, 2023 13:53

Vincent Washington is the Vice President of the Unified Customer Experience Management Best Practices Group at Sprinklr. With four years of experience at the company, Vincent has a diverse professional background, having worked previously at Amazon, UPS, LinkedIn, and BlackBerry. With his extensive experience in various roles and seeing technology come and go, he has learned that only authentic relationships built on mutual respect and genuine interest stand the test of time. When it comes to CXM, Vincent advocates for the inclusion of relevant insights related to existing conversations rather than forcefully inserting messages that do not align with the context, resulting in the best long-term outcomes.In this episode, Alan and Vincent discuss the evolution of Sprinklr, which has transformed from a digital listening and social media management platform to a comprehensive Unified-CXM solution. Through breaking down data silos and gaining a deeper understanding of customers, Sprinklr, in collaboration with Adobe, can provide a holistic view of the customer and enable businesses to create personalized marketing and advertisements that are more targeted and relevant. Vincent also shares his valuable insights on CXM best practices, including warnings against common mistakes that brands make while attempting to remain relevant and ways AI can be incorporated into CXM strategies.In this episode, you'll learn:How Sprinklr has evolvedCXM Best PracticesHow AI can be used in CXM strategiesKey Highlights: [01:10] Introductions [01:55] Sprinklr and Adobe partnership[02:40] The latest and greatest at Sprinklr[04:00] CXM Best Practices[07:10] A better way to view the world to boost CXM[08:00] Milk's favorite cookie[08:40] Adobe's powerful partnerships and nostalgia[10:25] Technology is going to change, but relationships will remain.[11:30] Smiles are universal, and empowerment is paramount.Resources Mentioned: Vincent Washington Sprinklr Hosted on Acast. See acast.com/privacy for more information.

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Sprinklr (CXM) CEO On Earnings & Enterprise Software

TD Ameritrade Network

Play Episode Listen Later Mar 31, 2023 9:12

Sprinklr (CXM) is an enterprise software company. Ragy Thomas, CEO of CXM gives an overview of the company. He talks about how CXM develops a SAAS customer experience management platform. He notes that CXM is rallying on strong earnings and upbeat guidance. Its 4Q adjusted EPS came in at $0.06 versus an estimated $0.02, while revenue came in at $165.33M versus an estimated $162.77M. He goes over how CXM's 4Q subscription revenue came in at $148.3M. Tune in to find out more about the stock market today.

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From Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of Michigan

science michigan masters conference researchers michigan state university customer experience hopkins cx msu blue cross blue shield bcbs customer experience management project consultant cxm

Play Episode Listen Later Dec 29, 2022 24:36

I caught up with Brittany Knox at MSU's CXM 360 Conference. Brittany is a graduate student in MSU's Masters of Science in Customer Experience Management. She's also a Project Consultant at BCBS of Michigan.In this episode, she shares:The benefits of walking in the shoes of the employee who is serving BCBS membersThe importance of looking at customer pain points holistically to determine root causesWhy she was led to background enroll in the MSU CXM program although she was a researcher at Johns HopkinsBrittany KnoxBrittany Knox is a Michigan State University graduate student in the inaugural cohort for the Customer Experience Management program; however, she is not a novice in the CX field. For the past six years, she has been obsessed with the customers of Blue Cross Blue Shield of Michigan. As a consultant, her primary focus is tracking and reporting key initiatives that make a significant impact on the customer experience. Prior to that, she coordinated research studies in asthma, ovarian cancer, and autism. Brittany is passionate about helping minority owned businesses deliver on their brand's promise. Through CX, she's able to tap into her superpower -- connecting with the customer through empathy and building an employee culture that supports the company's customer experience goals.

CU 2.0 Podcast Episode 228 Vaneet Grewal Ovation CXM on Fixing Your Broken Member Journeys

The CU2.0 Podcast

Play Episode Listen Later Nov 30, 2022 41:30

You know about CRM. Now learn about CXM, a new approach to knowing and managing your members' journeys.OvationCXM is on the show today and Vaneet Grewal, head of banking and financial services, is here to tell us about the emerging field of CXM, customer experience management. Here's what OvationCXM says about what it does: "OvationCXM is the first platform to take your uncoordinated internal, customer and third-party interactions and turn them into exceptional journeys in the moment, start to finish. No rearchitecture required."Understand: CXM is not CRM. CRM is what Salesforce and many more companies do. With CXM, CRM is an element in what it manages but there are many more pieces of data that go into its management of the customer's journey or, put in credit union speak, the member's journey.This is still early days in CXM but just think about how many touch points today's member has with a credit union. In years past the touchpoint was the branch and maybe a phone. Now added into the mix are a website, a mobile app, maybe interaction with mortgage and credit card services. Possibly a car loan. There just are so many places and ways that members interact with a credit union today but who is mapping this journey?No one in most cases.Now the biggest banks are all in on CXM and at least some credit unions are following.In this podcast you will hear what's involved in implementing CXM - and what the payoff is likely to be.Listen up.Like what you are hearing? Find out how you can help sponsor this podcast here.Very affordable sponsorship packages are available. Email rjmcgarvey@gmail.comAnd like this podcast on whatever service you use to stream it. That matters.Find out more about CU2.0 and the digital transformation of credit unions here. It's a journey every credit union needs to take. Pronto

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The First Ever Degree in Customer Experience Management - Dr Tom DeWitt, MSU Professor

united states director business science marketing professor masters north america degree michigan state university customer experience cx dewitt customer experience management cxm

Play Episode Listen Later Nov 6, 2022 35:07

Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University. He shares some powerful realities about why companies should lead with a customer experience strategy and how this program can close the gap by preparing leaders to lead CX at the C-level. If you are thinking about advancing your education and you're a CX practitioner, or if you are an employer interesting in preparing leaders to contribute to revenue growth by earning customer loyalty, this episode is a must.For more information about the program, interested applicants and companies should visit https://broad.msu.edu/marketing/cxm/.Here's some interesting research that supported the creation and launch of the new degreed program at MSU:According to a survey conducted in the summer of 2020 with 160 decision makers that were provided with a description of the proposed MSU MS-CXM degree program, 87% indicated that it is important to hire employees that are experts in the field of customer experience management (CXM); 80% said they would be likely to give a raise to current employees who have obtained the degree; and 78% of US companies and 89% of international companies would be likely to hire students graduating from the program.Similarly, a survey of 338 professionals working in CX conducted at the same time found that 87% of respondents indicated that CXM is critical to success; 85% were interested in a master's degree in CXM; 63% would be likely to apply if the MSU MS-CXM degree were offered; and 44% of respondents that are extremely likely to pursue a master's degree in the next 5 years would be extremely likely to apply to this MS-CXM degree.Tom DeWitt, Ph.D. BioTom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America's first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. For more than a decade Dr. DeWitt has also provided customer experience management (CXM) solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.Contact 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

"[CGS] If I didn't own it, it would be a buy - Claude Walker

The Call from ausbiz

Play Episode Listen Later Oct 20, 2022 53:56

Joshua Barker from Maqro Capital and Claude Walker from A Rich Life go in-depth and stock specific. Stocks covered: TER, ORA, MDR, CLW, DXS, PNV, SGM, IPL, SOL, CXM. Our stock of the day is Cogstate (CGS). Hosted on Acast. See acast.com/privacy for more information.

acast stocks sol ipl mdr rich life pnv sgm cxm dxs

Dr. Tom DeWitt

united states director business science marketing masters north america michigan state university dewitt cxm

Play Episode Listen Later Sep 12, 2022 34:55

Tom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America's first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. Tom's research interests lie in the areas of consumer behavior and services marketing. For more than a decade Dr. DeWitt has also provided customer experience management (CXM) solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.

The First Ever Degree in Customer Experience Management - Dr Tom DeWitt, MSU Professor

united states director business science marketing professor masters north america degree michigan state university cx dewitt customer experience management cxm

Play Episode Listen Later Sep 8, 2022 35:06

Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University. He shares some powerful realities about why companies should lead with a customer experience strategy and how this program can close the gap by preparing leaders to lead CX at the C-level. If you are thinking about advancing your education and you're a CX practitioner, or if you are an employer interesting in preparing leaders to contribute to revenue growth by earning customer loyalty, this episode is a must.For more information about the program, interested applicants and companies should visit https://broad.msu.edu/marketing/cxm/.Here's some interesting research that supported the creation and launch of the new degreed program at MSU:According to a survey conducted in the summer of 2020 with 160 decision makers that were provided with a description of the proposed MSU MS-CXM degree program, 87% indicated that it is important to hire employees that are experts in the field of customer experience management (CXM); 80% said they would be likely to give a raise to current employees who have obtained the degree; and 78% of US companies and 89% of international companies would be likely to hire students graduating from the program.Similarly, a survey of 338 professionals working in CX conducted at the same time found that 87% of respondents indicated that CXM is critical to success; 85% were interested in a master's degree in CXM; 63% would be likely to apply if the MSU MS-CXM degree were offered; and 44% of respondents that are extremely likely to pursue a master's degree in the next 5 years would be extremely likely to apply to this MS-CXM degree.Tom DeWitt, Ph.D. BioTom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America's first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. For more than a decade Dr. DeWitt has also provided customer experience management (CXM) solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.

Design Thinking with Diane Magers

advertising modern marketing sprinklr customer experience management cxm

Play Episode Listen Later Aug 18, 2022 34:54

Customer friction can lead to customer defection. Often, companies attempt to fix their customer's pain with a short term solution. Diane defines design thinking and why it's a different approach that starts with putting your customer in the center. She also shares what led her from a career as a clinical psychologist, supporting those dealing with death and dying, into the world of customer experience management. What caused her to career to change trajectories may surprise you.Diane's BioDiane Magers, CCXP (Certified Customer Experience Professional), MS, MBA Founder and CEO Experience CatalystsPassionate experience transformation executive and change agent. Sherpa for new and developing experience-obsessed organizations. Thought leader and innovator for engaging associates, customers, and partners. Believes sustainable change requires embedding customer and experience capabilities into all parts of an organization.Skilled in creating Experience Management business value and systematically changing organizations to align around experience and drive financial impact. She specializes in enabling brands with skills and competencies like design thinking, journey management, and value mapping to drive sustainable shifts in how organizations work to achieve results. Over 25 years of transforming experiences working in and with brands such as Sysco, AT&T, State Farm, Dale Carnegie, CommScope, Invisalign, Ciena, Freeman, Cisco, and Sodexho. Diane is the Emeritus Board Chair and recent CEO for the Customer Experience Professionals Association, speaks and conducts workshops all over the world to help transform Experience Management strategy into action. She has a very unique background…earned an MS in Clinical Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP) and holds certifications in Voice of Customer, Customer Experience Management, Net Promoter Score, and CX Design, and Innovation LUMA certified.

Sprinklr (CXM) CEO On Customer Experience Management

TD Ameritrade Network

Play Episode Listen Later Jun 16, 2022 7:09

Sprinklr (CXM) is customer experience management platform. CEO Ragy Thomas gives an overview of the company noting that some of its product suites include Modern Research, Modern Care, and Modern Marketing and Advertising. He also talks about how companies are using social media to communicate with customers. He then goes over CXM's earnings highlights and the company's outlook. Tune in to find out more.

Leadership with Neil Skehel - CEO & Founder Awards International

CX Goalkeeper - Customer Experience, Business Transformation & Leadership

Play Episode Listen Later May 30, 2022 36:34

The CX Goalkeeper had the great opportunity to interview Neil SkehelLinkedIn Headline: MBA, CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM, (Customer Experience Magazine). NED The Future Shaper Media Company.Highlights:0:00 Game Start1:30 Neil's Introduction2:30 Neils' values6:35 Key success ingredients of Awards International13:30 The definition of success16:30 The role of Neil20:16 The role of a coach in football21:00 Governance22:25 Neil's key learnings in leadership28:02 Neil's contact details28:35 Book's Suggestion31:33 Neil's Golden Nugget… and much moreNeil's Contact Details:https://www.linkedin.com/in/neilskehel/https://awardsinternational.com/https://cxm.co.uk/for additional information: www.cxgoalkeeper.com/NeilSkehel2Thank you, Neil.#cxgoalkeeper #customerexperience #podcast #leadership

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"[QBE] is a lazy person's exposure to interest rates" - Gaurav Sodhi

The Call from ausbiz

Play Episode Listen Later Apr 7, 2022 56:41

Gaurav Sodhi from Intelligent Investor and Luke Winchester from Merewether Capital go in-depth and stock specific. Stocks covered: DMP, CXM, PPK, ALC, KME, BRG, XRF, CAA, FDV, AIA. Our stock of the day is QBE Insurance (QBE). See acast.com/privacy for privacy and opt-out information.

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#26. Dimarts 15 de març.

Tramuntanyencs

Play Episode Listen Later Mar 15, 2022 29:05

Un altre dimarts Tramuntanyencs Podcast torna tocar a sa teva porta per contar-te la darrera actulitat muntanyenca de la setmana. Avui ens feim resò de de la participació dels integrants de la seleccio balear de CxM a Cáceres a on ha tingut lloc una convocatoria més del Campionat d'Espanya de Quilòmetre Vertical. Però aquest cap de setmana tambe ha hagut curses a la nostra roqueta, i igualment hem de destacar la gran participacio de muntanyencs aficionats a això de córrer entre roques que s'han concentrat per fer possible una edició més de la GALATZÓ TRAIL, tercera cursa de la Lliga Balear FBME 2022 que va reunir a 170 corredors, Mentres que a la prova de mitja distància, la Half, foren més de 370 corredores i corredors que es disputaren el pòdium. Però com que les curses no acaben i cada cap de setmana en tenim un bona grapada per poder triar, avui a tramuntanyencs parlam de la propera CxM d'un classic Sa Fita, que està organitzada pel Lub Els Ermassets i que avui visiten Tramuntanyencs per contar-nos què passarà aquest proper diumenge per devers "Na Ferrana". I per acabar, avui a TRAMUNTANYENCS posam en marcha la campanya: ELS FEMS A LA MOTXILLA!!! --- Send in a voice message: https://anchor.fm/tramuntanyencs/message

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Lynn Hunsaker

CXFO - The Big Interview - with Keith Gait

Play Episode Listen Later Dec 6, 2021 39:42

Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She led customer experience & marketing at Applied Materials & Sonoco. She served as CXPA board member & SVAMA president. She taught at UC Berkeley Ext, Mission College, UCSC Ext, SJSU for 7 years. Lynn authored 6 benchmarking studies & 3 CXM handbooks. She is a CXPA Recognized Training Provider with CCXP students from 50+ countries. Lynn co-founded the Experience Value Exchange experience leadership e-learning subscription for marketing, CS & CX teams' daily use.

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Alistair Niederer

Play Episode Listen Later Nov 30, 2021 24:40

Alistair talks us through the new proposition of CX as a Service, what this involves and how it works, the benefits and outcomes it brings. We hear about the levels of growth and consolidation in the CXM market, the labour challenges, and the need for balance between self serve and automation and what this means for customers, and what the next normals are going to be

service cx alistair cxm

CXM 360 Special: Steven Carleton and Bradley Kruger

The Tom and Bob Show

Play Episode Listen Later Oct 26, 2021 21:14

Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event.

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CX Goalkeeper & the ECXO with Federico Cesconi - E45 is about Customer Insights & relevant experiences

CX Goalkeeper - Customer Experience, Business Transformation & Leadership

Play Episode Listen Later Oct 25, 2021 39:34

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Federico CesconiFederico Cesconi is the CEO and co-founder of Sandsiv+ and he is an ambassador of the ECXO.Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube.In this episode you will learn:- Some highlights on the ECXO- How Sandsiv+ was created to support the Customer Experience Management (CXM) process based on 5 pillars: Capture, Analyze, Integrate, Improve and Measure to create value out of this process- How Sandsiv+ will shape the future of CXM based on i) native Cloud, ii) integration in an ecosystem and iii) Artificial Intelligence … and much more His book suggestion: - Competing in the Age of AI : Strategy and Leadership When Algorithms and Networks Run the World, by Marco Iansiti and Karim R. LakhaniFederico's golden nugget:Follow your passion. Federico's paper: “Measuring Digital Transformation: An Empirical Approach to Measure Phygital Journeys integrating the technology acceptance model and customer experience”https://www.researchgate.net/lab/Federico-Cesconi-Lab/ How to contact Federico:· https://www.linkedin.com/in/federicocesconi/· https://sandsiv.com/ Thank you, Federico! Thank you European Customer Experience Organization (ECXO) #customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #podcast #customerintelligence #artificialintelligence #VoiceOfTheCustomer

Back to Basics — What is CXM, Really?

Podcast do Professor de Ciclismo e Bike Indoor

Play Episode Listen Later Oct 13, 2021 13:28

We talk a lot about CXM on this podcast, which makes perfect sense — it is the “Unified-CXM Experience” podcast, after all. But it occurred to me recently that we might not be on the same page when it comes to understanding the nuances of CXM. So, in an effort to achieve total CXM harmony, we're going back to basics today.

back to basics cxm

Como a Les Mills tem ajudado professores de Ciclismo Indoor no Brasil com o RPM?

Play Episode Listen Later Oct 11, 2021 65:30

Quer saber como licenciar sua academia para que possa dar aula de RPM? Mas o que eu tenho que fazer? Mas o que eu ganho com isso? Como procedo? Este episódio do Podcast do Professor de Ciclismo Indoor vai RESOLVER TUDO ISSO! Com meus amigos e super competentes CXM (responsaveis pela Experiência do Cliente na Les Mills Brasil) Guto e Rafa dão todas as explicações necessárias de como se tornarem clientes, e ficarem MEGA SATISFEITOS. Toda semana um episódio novo no Spotify, e também no Youtube, e no seu tocado de podcast preferido, fique ligado, NOS SIGA AQUI E SE INSCREVA NO CANAL e saiba muito mais sobre tudo o que acontece no Mundo do Ciclismo Indoor. Viva o Ciclismo Indoor e bora ter resultados ainda melhores nas nossas aulas na Sala de Bike. Toda segunda um episódio novo por aqui. Super host - Claudio Tonon (@claudiortonon) Produção e Finalização - Claudio Tonon e Vinicius Oliveira @viniciustubarao) Convidados: Rafael Zimak (@rafaelzimak_lesmills) e Guto Garavello (@guto.lesmills)

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Boost Your CXM Success with a Unified Approach

success boost unified cx forrester principal analyst cxm

Play Episode Listen Later Oct 6, 2021 27:21

A recent Forrester study found that 82% of firms said CX is a top priority, but only 46% feel they're getting a comprehensive view of their customers. In today's podcast I talk with Maxie Schmidt-Subramanian, VP and Principal Analyst at Forrester, about the journey to great CXM, and how to give your organization a competitive advantage. Watch the webinar, and download the full Forrester study here:https://www.sprinklr.com/resources/boost-experience-success-register/ Maxie Schmidt is a principal analyst serving CX professionals. She leads Forrester's research on CX measurement programs.

Top Trends in the Customer Experience Management Industry

Digitally Irresistible

Play Episode Listen Later Sep 2, 2021 13:12

David Rickard serves as Vice President at Everest Group. He's based in the UK and manages the customer experience management practice and sourcing and vendor management on a global scale. Before Everest, David spent a couple of years consulting and was at Microsoft for 18 years overseeing their contact center outsourcing business. Despite the pandemic, the BPO industry has bounced back considerably and more quickly than initially anticipated. David explained that the current state of the outsourced customer experience management (CXM) market is at approximately $89 to $91B in terms of spend. That number is expected to continue increasing over the coming years. CXM Growth by Vertical Everest has found that there has been growth across all industries. Still, the most significant and fastest-growing verticals are in technology, including retail and online retail brands, due to increased demand. People are buying online more than ever. There's also been a growth in government outsourcing. This growth has been consistent across all regions and geographies, except the Middle East and Africa regions, since they are experiencing significant growth as they introduce more outsourcing to these areas. Major Trends in the CXM Sector of the BPO Industry The Everest Group found that there has been a significant push towards digital customer experience management (DXM). They consider DXM a combination of technology such as speech analytics or robotic process automation and the servicing around DXM. This includes customer journey mapping, design thinking, and consulting. Everest has seen DXM increase by $17B over the past year, driven by COVID and companies needing to accelerate their digital transformation to ensure business continuity. COVID wasn't the only driver, however. Everest did a survey and found that there were four main reasons companies were accelerating their digital transformation. They found that 47 percent of respondents said it was due to their customers' expectations; 57 percent said it was to reduce costs; 55 percent said it was due to their desire for market differentiation; 49 percent said it was because they were trying to achieve a 360-degree view of the customer. Where are CXM BPOs Providers Investing Heavily? BPOs invest in the technology and capabilities to bring in more DXM solutions and provide more than contact center labor. For example, providing Contact Center as a Service (CCaaS) solutions or an end-to-end solution while bringing in technology analytics and intelligent virtual agents. Impact on Consumers Who Need Support Digital channels have a positive impact on consumers who want more choices for service. At iQor, we use our omnichannel customer care services to provide customer service to consumers where they want, when they want. David mentioned that the best customer service companies in the world, however, remember that not all consumers want to be digitally served. Some still want to chat on the phone with an agent. David mentions his mother, for example, who doesn't have internet access. His mother still relies on a live agent on the phone line when she needs customer service. Most consumers, especially younger demographics, like the options of digital channels, but the best outsourced customer care providers keep in mind the inbound solution because not every customer wants to be served through one of those digital channels. And for certain types of calls, it's better to talk to someone on the phone. With the availability of all of these options, the consumer gets a better choice and a better experience over time. CXM Sector Growth David expects that the CXM sector will continue to grow at a rapid rate. What will change, though, is the mix. The BPO providers with CXM solutions will grow quicker than traditional voice-centric contact centers. David quickly pointed out that traditional contact center needs will never disappear, but they will decline slowly as digital CXM offerings capture more and more of the market share. What David Does for Fun David likes to take his boxer dogs on walks with his wife for fun. He also just started playing golf again. He used to play regularly with his three friends but took a 20-year hiatus due to raising children but is now picking it up again. To learn more about the Everest Group, go to everestgrp.com. Watch the video here. Read the blog post here.

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Tame Your Martech Frankenstack with Lessons from Healthcare

global companies sap cx human experience chief customer officers customer officer experience management sap successfactors cxm

Play Episode Listen Later Apr 1, 2021 16:53

Success in CXM requires people, process, and technology. You need people who embrace a customer-first mindset, and a culture that encourages it. You need playbooks that encapsulate your CXM process. And you need technology to make it all work. That's where we can look to the healthcare industry. They've gone through a best-of-breed vs. best-of-suite transformation, and we can learn a lot from their experience.

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Marc Havercroft, Global Chief Customer Officer, SAP SuccessFactors, talks Human Experience Management and Tech's role

Be Customer Led

Play Episode Listen Later Mar 24, 2021 28:39

Marc Havercroft is the Global Chief Customer Officer at SAP SuccessFactors, and a force in the Human Experience Management space; he and his team are not only breaking all of the rules, they're defining new ones altogether. Marc and I cover the launch of Human Experience Management (HXM) at SAP SuccessFactors, how HXM technology connects to the customer experience management (CXM) today, and how it will connect to CX and come together to shape the human experience in the future. The speed of HXM and CXM is coming together quickly and will be here in the next year or so. And it's not for a lack of the technology existing, Marc believes it's about the market catching up to the technology and the use cases coming to life. Marc envisions an ever increasing agile workforce and work structure, and a future where you can plug in to your company, your experience blockchain certified, and be productive on Day 1. Companies and their leaders need to be prepared for this and need to start changing now. Finally, Marc has a memorable answer to the question of where he gets his inspiration from. Put simply, he's inspired by "rule breakers" - and is energized by individuals who believe the past doesn't define the future; it's the power of what you put in your mind that matters. I was inspired by this conversation and am excited to see what SAP brings to market next.

The Importance of Responding to your Customers

ai discover respond responding customers classify cxm

Play Episode Listen Later Feb 25, 2021 10:13

Now that you've discovered the billions of conversations, and used AI to classify them into something you can act on — it's time to respond appropriately. This is the “management” piece of customer experience management. And if you're not doing this, you're not really doing CXM. We wrap up our 3-part Discover, Classify, Respond series with a look at how to make your customers happier by responding to them quickly and appropriately.

AutoSuccess 690: The Next Step in the Evolution of Digital Retailing

AutoSuccess: The Podcast

Play Episode Listen Later Jan 29, 2021 21:56

Frankie Russo, founder and CEO of 360 AUTO, discusses how innovative CXM and technology will give auto dealers the edge in 2021.

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Roundtable: Epic Games Buys a Mall

Unpacking the Digital Shelf

Play Episode Listen Later Jan 25, 2021 28:04

Epic Games buying a 980,000 sq. ft. mall kicks off a deep dive into the Future of Malls. And, Rob and Peter argue about regulations.

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Closing the Loop with Brad Stanghetta

Hey Salespeople

Play Episode Listen Later Jan 19, 2021 24:37

Brad Stanghetta is Senior Vice President of Sales at AlidaCXM, creator of the world’s first CXM and insights platform. In this episode, learn about Brad’s thoughts on establishing systems, outbound prospecting, and the dangers of (and lessons in) going viral over a subject line. Amanda Georgoff, RVP of Enterprise Sales at SalesLoft, joins as guest host. Brad, Amanda, and Jeremey talk about establishing systems and what customer experience means to him – and how he ensures customer feedback permeates throughout an organization. Plus, stay until the end of the episode to hear Brad’s six criteria for hiring! Visit SalesLoft.com for show notes and insights from this episode.

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The Trouble With Customer Feedback Management