Storyminers

FEBRUARY 2, 2021

They help businesses translate strategies into customer experiences. We discuss how StoryMiners utilizes design to create value for customers and the frameworks behind their processes. Previously, Mike was a media personality and spokesperson for IBM.

Retail 130

Retail Consulting Measurement Strategy 130

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy ! Happy New Year!

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

West Monroe

MARCH 7, 2024

About the episode Friday, March 8 is International Women’s Day, and we’ve compiled our favorite insights, analysis, and lessons from female leaders who have appeared on This is Digital through three seasons. Featuring Why is customer centricity important?

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Innovation ROI Customer Centricity Conference 52

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

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Resources Customer Success eBook Multi-Channel 111

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. Today I’ll recap 10 popular blog posts from this year — and on Thursday (the 29th), I’ll recap some lessons from my podcasts. The big lessons of my podcast. The MBA of customer love.

Leadership 0

Leadership Customer Retention Company Strategy 0

ShepHyken

DECEMBER 8, 2021

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . The word skimpflation was introduced recently on NPR’s Planet Money podcast. Three lessons here: .

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Poor Customer Service Hotels Customer Service Training Customer Service 145

BlueOcean

OCTOBER 4, 2022

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers. 4x Growth with Better Employee Experience.

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Conference Entertainment Employee Experience Contact Center 156

Customer Bliss

JUNE 22, 2020

These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners. And we soon discovered it wasn’t just about the customers, employees have to love these companies, too. Let us do that in business right now.

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Leadership Healthcare Feedback Culture 200

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. To that end, Young Entrepreneur Council members share a few key actions you can take to address negative feedback and create a positive outcome for the customer—and ultimately, your business. I can agree with most.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

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Study Case Study Consulting Culture 208

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I am excited. You could pay for dance lessons with it or your mortgage. From a Customer Experience perspective, mental accounting has some key strategy points.

Banking 78

Banking Financial eBook Examples 78

Michel Falcon Experience

MAY 28, 2020

On today’s episode, Sarah Smolej comes on and we chat about: Who taught me my most valuable leadership lessons. Listen on Apple podcast or Buzzsprout (for Andriod users). The post Podcast: Two Things I Recite to Myself Daily appeared first on Customer Experience Customer Service Keynote Speaker.

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Leadership Culture Customer Service Customer Experience 78

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 5 Tips to Simplify Your Customer Journey Map.

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. Look at podcasting as its own program.

Engagement 122

Engagement Culture Entertainment Communication 122

Oracle

AUGUST 28, 2020

Often Imitated , a new CX podcast, will examine history’s most unique experiences and how these moments in time can teach us lessons about modern customer experiences. ” What does it take to create truly remarkable experiences? ” What does it take to create truly remarkable experiences?

Social Media 76

Social Media Customer Experience Marketing Customers 76

West Monroe

DECEMBER 11, 2023

Host Rissa Reddan welcomes leaders from West Monroe’s AI Lab–and the hosts of West Monroe’s podcast miniseries "This Is AI"–to answer your burning questions about gen AI heading into 2024. Featuring Erik Brown Erik is a Senior Partner in West Monroe’s Product Experience & Engineering Lab at West Monroe.

Company 52

Company ROI Innovation Data 52

Storyminers

APRIL 12, 2021

However, most of my work is future-state-oriented, so I’ve learned from experience that what people thought yesterday isn’t necessarily what they think today… 2. Of course, in the beginning, you may be filled with doubt and spend too much time thinking about every issue because you lack the experience.

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Leadership Course Brands Customer Experience 240

Blake Morgan

NOVEMBER 28, 2023

                                 How can the concept of “Unreasonable Hospitality” reshape the landscape of customer experience within the contact center? He places substantial emphasis on the significance of investing in relationships and curating memorable moments for customers.

Hospitality 59

Hospitality Contact Center Leadership Culture 59

West Monroe

NOVEMBER 14, 2023

Subscribe Spotify Apple Podcasts Pandora iHeart Group Copy Created with Sketch. Experience AI in Action: Witness a live demonstration of GitHub Copilot, providing a practical example of AI's capabilities in coding. Podcast home Listen to This is Digital Nov. And that's because of the skill gap.

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ROI Software Data Tools 52

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?” In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?”

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Engagement How To Chief Customer Officer Video 334

Lithium

JULY 8, 2021

Audience-First: Lessons & Strategies for Building a Better Brand. A big thank you to everyone taking time to listen to our podcast, and giving us such positive reviews! Hit that subscribe button wherever you listen to your favorite podcasts! Apple Podcasts. Google Podcasts.

Strategy 52

Strategy Brands Customer Engagement Engagement 52

Beyond Philosophy

DECEMBER 24, 2022

It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. In this episode, we each share a professional and personal lesson learnt from this year. Key Ideas to Improve your Customer Experience. This year has been an interesting one.

Entertainment 68

Entertainment Consulting Financial Customer Experience 68

Beyond Philosophy

FEBRUARY 12, 2022

Key Ideas to Improve your Customer Experience. 06:36 We share the first of the ten lessons I learned over the last 20 years in business, which is be brave. 11:48 We discuss the second of the lessons, which is to zig when others zag, which we also discussed on a recent podcast with Alex Mead.

Tips 78

Tips Company Consulting Financial 78

Lithium

MAY 10, 2022

With over 20 years of experience, including running gamer forums before he even got to high-school, Stan knows patience is key when nurturing a community. Pull up your notepad and walk away with a few lessons! Apple Podcasts. Google Podcasts. The importance of accessible, successful onboarding.

Customer Engagement 52

Customer Engagement Engagement Data Marketing 52

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

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Consulting Social Media Examples Customer Experience 78

Beyond Philosophy

DECEMBER 27, 2019

If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. The Biggest Thing We Learned in 2019.

Loyalty 131

Loyalty Customer Retention Consulting Connections 131

Michel Falcon Experience

APRIL 9, 2023

To listen to this episode on Apple podcast, click here. Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Hey everyone, and welcome to the People-First Culture Podcast with me, Michel Falcon.

How To 60

How To Culture Employee Engagement Management 60

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Groups 111

Groups Chief Customer Officer ROI Leadership 111

Playvox

JULY 25, 2022

Today we’re announcing a new way to learn about customer service for people who love to listen: the Masters of Support podcast. This new podcast showcases expert voices from around the CX industry sharing lessons learned, valuable truths, and extraordinary stories about becoming masters of support.

Customer Service 52

Customer Service Contact Center Industry Customers 52

Beyond Philosophy

DECEMBER 29, 2022

I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. However, the underlying lesson here is that we are always moving forward into a new normal; we don’t always notice it. The same goes for Customer Experience.

Financial 78

Financial Consulting Communication Examples 78

ChurnZero

MAY 6, 2022

podcast to talk about his pragmatic approach to entrepreneurship, the lessons he brought with him when founding ChurnZero, and the one thing he wish he knew before starting his career. You have to get your customers now. Product-market fit doesn’t mean you can sell customers. You Mon joined the CHURN.FM

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ROI B2B B2C Metrics 98

Customer Bliss

MARCH 15, 2018

I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. I encourage you to click on the name under each lesson for the original show notes with more great takeaways.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

Customer Bliss

JANUARY 3, 2017

I was going to post some podcasts today, but the end of year got away from me and I’m doing this blog. Quick interlude: My podcast. was launching my customer experience podcast. In fact, here’s a list of some of the big 2016 lessons I learned creating this podcast. It happens a lot.

Leadership 183

Leadership Culture Strategy Software 183

Hero Digital

JULY 9, 2020

In this episode we talk with Rhona Bradshaw, SVP Consumer Experience Transformation at Comcast Xfinity. She shares an insider view into Comcast’s efforts to transform the customer experience and meet consumers’ evolving needs — even in the middle of a global pandemic. Make sure to subscribe so you never miss an episode.

Customer Experience 84

Customer Experience Consumers Innovation Customers 84

Oracle

AUGUST 15, 2018

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you doing enough to stand out and be memorable with your customer experiences? In episodes 28-31 of Experience This! , Every customer interaction is an opportunity. Go above the expected. Turn a negative into a positive.

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Social Media Fashion Interaction Customer Experience 94

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. Click To Tweet.

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Customer Journeys Roadmap Leadership Customer Experience 323