West Monroe

FEBRUARY 13, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. How do you think organizations are embracing digital? From what I have seen, newer and growing companies are foundationally digital. Everything is designed digital.

Innovation 52

Innovation Company Groups Strategy 52

West Monroe

FEBRUARY 13, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. How do you think organizations are embracing digital? From what I have seen, newer and growing companies are foundationally digital. Everything is designed digital.

Innovation 52

Innovation Company Data Groups 52

West Monroe

JANUARY 2, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. I want to kickstart our conversation today with something that we like to ask everyone on our podcast–what does digital mean to you? ” Data is the lifeblood of digitalization. What does that mean?

Data 52

Data Analytics Healthcare Innovation 52

West Monroe

JANUARY 2, 2023

Apple Podcasts. Google Podcasts. I want to kickstart our conversation today with something that we like to ask everyone on our podcast–what does digital mean to you? I think digital is the possibilities and innovation at the intersection of data, technology, and the human experience. Group Copy. Twitter icon.

Data 52

Data Analytics Innovation Insurance 52

West Monroe

MARCH 6, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Our host, Rissa Reddan, shares her takeaways from the 14 episodes and previews what’s in store for Season 2 of This is Digital. She directly leverages her entrepreneurial spirit and background to innovate and lead.

Innovation 52

Innovation Technology Data Healthcare 52

West Monroe

MARCH 6, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Our host, Rissa Reddan, shares her takeaways from the 14 episodes and previews what’s in store for Season 2 of This is Digital. Created with Lunacy Twitter icon Created with Lunacy printer copy Created with Sketch.

Innovation 52

Innovation Technology Data Groups 52

West Monroe

OCTOBER 31, 2022

Apple Podcasts. Google Podcasts. What does the economy have to do with digital? A question we like to ask our guests, Rob, is what does digital mean to you? I know many people think about digital and they think about the consumer. Group Copy. Created with Sketch. Created with Lunacy. Twitter icon. printer copy.

Financial 52

Financial Government Policies Entertainment 52

West Monroe

NOVEMBER 14, 2022

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. About the episode Execs from Health Alliance Plan of Michigan open up about their digital transformation. From the customer's perspective, how do we understand everything about any one of our patients or one of our members?

Healthcare 52

Healthcare Hospitality Retail Consumers 52

Beyond Philosophy

JANUARY 8, 2021

We encountered an interesting question that I shared on a recent podcast , and I thought I’d ask it here as well. I recommend you determine the value drivers for both your physical and digital experiences, both pre-and post-pandemic. It is not often in life that you get the opportunity to reset things.

Customer Experience 179

Customer Experience Travel Consulting Customers 179

Blake Morgan

NOVEMBER 7, 2023

In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreements play versus the Service Level Agreements that contact centers are generally managed by.

Contact Center 98

Contact Center Metrics Chatbots Customer Centricity 98

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. There are a few reasons for this result.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Totango

FEBRUARY 23, 2024

Here are three key takeaways from the podcast. If we think about the flywheel from a people and process perspective, what I think works really well is having your teams focused on their customer’s desired outcome, business goal, and strategic achievement.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

CloudCherry

JANUARY 16, 2020

With her extensive experience in many, varied CX roles, Stacy offers a uniquely holistic perspective you can’t help but appreciate. You can find this interview, and many more, by subscribing to ‘ The Sweets of CX’ Podcast on iTunes. But, not to worry. On this week’s ‘Sweets of CX ’ Episode, we brought in expert Stacy Sherman.

B2C 195

B2C Ecommerce B2B NPS 195

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. The Five Rules for Designing a Great Digital Experience. Humanize technology.

Measurement 162

Measurement Chatbots Customer Experience Interaction 162

Beyond Philosophy

NOVEMBER 5, 2020

We discussed Negativity Bias on a recent podcast. From an evolutionary psychological perspective, which is about the survival of the species, it makes sense. From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense. Probably more than one.

Insurance 129

Insurance Customers Consulting Customer Experience 129

Gainsight

APRIL 12, 2024

From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). The answer: Digital Customer Education (CE). Customer Success is paramount in driving product adoption. Your IDs or CSMs?

Customer Success 52

Customer Success Management Effort Score Training 52

C3Centricity

SEPTEMBER 14, 2020

Subscribe on Apple Podcasts to get new episodes as they become available.”. A recent article on CNBC showed that many major chains in the USA had recorded triple-digit growth in online sales in the first half of this year. Denyse Drummond-Dunn · Is the future of retail in the stars? Never miss an episode. Am I being naive?

Retail 194

Retail Trends Apparel Transportation 194

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Here is what we offered our fake restaurant client. Here is what we offered our fake restaurant client. Another example is Netflix.

Customer Experience 177

Customer Experience How To Wait Times Tips 177

West Monroe

OCTOBER 11, 2022

Apple Podcasts. Google Podcasts. Taco Bell was a traditional QSR brand until CEO Mark King led it down the path of digital transformation. Find out why Taco Bell wants to become a 100% digitally led consumer brand – and what digital has done for its bottom line. When you go to digital, what does that mean?

Case Study 52

Case Study Data Social Media Brands 52

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

Beyond Philosophy

JULY 24, 2019

We discussed Facebook on a recent podcast and the implications of privacy violations for their users. Of course, it makes sense from their perspective. Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Furthermore, I believe this could lead to their downfall.

Customer Centricity 139

Customer Centricity Culture Government Course 139

C3Centricity

APRIL 29, 2020

Subscribe on Apple Podcasts to get new episodes as they become available.”. Of course, for me, planning for the future is simply a matter of taking the consumers’ perspective and what they (will) want. New (human) perspective is needed to see the actual future that is playing out. “Never miss an episode. Am I being naive?

Retail 177

Retail Apparel Transportation Trends 177

CSM Magazine

FEBRUARY 28, 2024

As Sabio expanded, we welcomed new teams through acquisitions, each bringing unique expertise and fresh perspectives. You can watch Andy Roberts’ entire interview on the Get out of Wrap podcast here. The Value of Collaboration One of the most rewarding aspects of my journey has been witnessing the power of collaboration.

Leadership 52

Leadership Innovation Groups Conference 52

Beyond Philosophy

JANUARY 19, 2022

If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). We hosted an expert on a recent podcast to tell us how the metaverse will change brand marketing. AR enhances your physical world with a digital layer. A good example would be the Pokémon Go game.

Examples 88

Examples Entertainment Technology Interaction 88

Beyond Philosophy

FEBRUARY 19, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We often mention getting inside the head of your customer and looking at the experience from their perspective. A lot of the behavioral sciences can feel intimidating. Executives live by numbers.

Engagement 78

Engagement Consulting Financial Customer Experience 78

Beyond Philosophy

NOVEMBER 1, 2019

We talked about how habits form and understanding your customers’ habits in a recent podcast. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. These two systems help us understand habits and habit formation. . Defining Habits and Triggers. A habit is an automatic action.

Self Service 140

Self Service Airlines Insurance System 140

Beyond Philosophy

MAY 23, 2019

We discussed friction’s effect on Customer Experience in a recent podcast. Many organizations struggle with reducing friction for two main reasons, per Dooley: Organizations don’t observe customer behavior, either in person at retail locations or digitally for online transactions. These moments are what we call “friction.”

How To 79

How To Transportation Retail Ecommerce 79

Customer Bliss

FEBRUARY 23, 2017

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. This past week I had a digital one come up: CoSchedule. We use it on this blog and on my podcast too. The Pros of CoSchedule from a CX perspective. What is CoSchedule? .

Case Study 100

Case Study Study Social Media Conference 100

Beyond Philosophy

NOVEMBER 7, 2020

The 5 Rules for Designing Great Digital Experiences. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Some of these digital experiences have been excellent, and others were not. The Five Rules for Designing a Great Digital Experience.

Measurement 60

Measurement Technology Customer Experience Interaction 60

Beyond Philosophy

APRIL 14, 2022

So, I reached out to Zendesk to get their take on the report and invite them onto our podcast. He says you can address these stats from each perspective. . I highly recommend reading the entirety of the CX Trends Report. 23% said they are looking to drive stronger relationships. So, I always like to reverse stats like this last one.

Customer Satisfaction 78

Customer Satisfaction Contact Center Report Customers 78

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast.

Exercises 88

Exercises Consulting Government Call Center 88

Oracle

MARCH 1, 2021

Her research focuses on the evolution of consumer-firm relationships and interpersonal relationships in the digital age. Her recent and forthcoming research raises important questions, from how ad disclosures impact digital advertising effectiveness to how regulator ratings shape consumer perceptions. Well, here it is!!

Technology 81

Technology Advertising Customer Experience Professionals Innovation 81

Beyond Philosophy

OCTOBER 15, 2020

Lewis Carbone, a Customer Experience management expert, speaker, and founder of ExpereinceEngineering , was on a recent podcast to discuss how to get inside the customer’s mind and move to this next level of Customer Experience Management. Customer Experience , like everything else in the world, is changing.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

ChurnZero

MAY 3, 2022

A keynote speaker, business author and host of “The Modern Customer Podcast,” Blake Morgan approaches CS from a customer experience perspective—making this one of the best CS YouTube channels for learning to see things through your customer’s eyes. 1: SuccessHACKER. 1: SuccessHACKER. 3: Winning By Design.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Beyond Philosophy

JANUARY 8, 2022

07:13 We start by agreeing that there are customers who should be fired and how you can identify those situations from a rational perspective. We may solve it with you and our listening audience on the podcast! We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now?

How To 88

How To Customer relationships Financial Consulting 88

Beyond Philosophy

JANUARY 19, 2023

I bring up my mad scribbling habit because our podcast listener, Jason Bradley, wrote in with a pickle asking us, “how do I decode when a customer has mentally decided to buy?” In this mindset switch, our perspective changes from deliberative to implementive. ” So I also wanted to share my answer here with you.

Fashion 78

Fashion Examples Consulting Exercises 78

Beyond Philosophy

JULY 11, 2019

We explored how we retrieve these memories at the moment of decision in a recent podcast. We’ve talked about memory from several different perspectives because it’s an important topic and area for research. When we buy things, our memory generates the choice set that we have under consideration.

System 119

System Study Groups Consulting 119