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 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

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

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. . However, the most innovative companies he has worked with have challenged that mindset. . I highly recommend reading the entirety of the CX Trends Report.

Customer Satisfaction 78

Customer Satisfaction Contact Center Report Customers 78

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

Beyond Philosophy

JULY 29, 2021

We talked about these five rules on a recent podcast. Identify your customers’ mindset. ? We hosted a podcast recently with two guests, behavioral scientists Anne Wilson, Ph.D., Focus on the goals or problems to be solved rather than applying the theory. ? Get granular. ? Identify your levers. ? How can I apply this?

Customer Experience Design 88

Customer Experience Design Exercises Measurement Tools 88

CSM Magazine

FEBRUARY 28, 2024

As Sabio expanded, we welcomed new teams through acquisitions, each bringing unique expertise and fresh perspectives. Because at the end of the day, that’s what Sabio is all about – using innovation, expertise, and a people-first mindset to solve real-world problems. About the Author Andy Roberts is CEO at Sabio Group.

Leadership 52

Leadership Innovation Groups Conference 52

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

Bold360

FEBRUARY 11, 2019

We hear a lot about digital transformation. Sid Raisoni , the Head of Analytics at Nestle Waters, is an expert on digital transformation in big companies. Big companies need to realize that they must transform and turn themselves into more agile, more digital, more analytics-driven organizations. But what does that mean?

Analytics 40

Analytics Company Data Resources 40

Kustomer

MAY 28, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Blake Morgan joins Gabe Larsen to discuss the importance of focusing on the customer and its role in attracting more customers. She is also the author of The Customer of the Future and hosts her own podcast titled “The Modern Customer.”

Culture 52

Culture Customers Competitive Advantage Innovation 52

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Tune in to the full podcast to learn more. Managing for Results. Course correct as you go.”

Customer Experience 104

Customer Experience Omni-Channel Customers Customer Journeys 104

North Highland

OCTOBER 9, 2018

In fact, 85 percent of organizational leaders believe they have a narrow two-year window to advance their digital transformation efforts before business performance is compromised. Ben and Femi’s conversation illuminates the importance of a cross functionally-powered approach to digital transformation.

Culture 45

Culture Technology Leadership Call Center 45

Kustomer

JUNE 10, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Vasili Triant to talk about all things digital CX. More recently, the industry has experienced a shift towards digitizing CX, making good customer experiences more accessible on a multitudes of platforms.

Contact Center 97

Contact Center Consumers Interaction CRM 97

ShepHyken

AUGUST 14, 2023

SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return. If no one in the organization is responsible for looking at the journey experienced by a customer through the customer’s perspective, it is very possible that the experiences are unintentional, inconsistent, ordinary and fail to meet expectations.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Guiding Customers to Solutions Using Empathy. We need to do something now.’”

Sales 99

Sales Employee Experience NPS Banking 99

Russel Lolacher

SEPTEMBER 20, 2022

KeyNote – Tackling Imposter Syndrome in a HyperConnected Digital World. Or, listen on: Apple Podcasts. Google Podcasts. Amber’s thoughts on Adam Grant’s perspective on imposter syndrome from the book Think Again. It was a beautifully time to book for me when I started down digital engagement path.

Culture 111

Culture Study Leadership Employee Experience 111

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. In this podcast, she shares best practices for how brands can adapt their digital CX programs to meet the evolving needs of today's digital-first consumer. Hear the full interview. Hear the full interview.

Brands 26

Brands Omni-Channel Healthcare Innovation 26

Integrity Solutions

MAY 24, 2023

A balance of skill set, mindset and process are needed to help salespeople thrive and succeed to their fullest potential. What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Why are you doing the training?

Training 52

Training Sales Culture Management 52

Oracle

JANUARY 11, 2021

Today’s episode is about how sales can best support the customer experience (CX) and how organizations can best support their sellers, in particular inside or digital sales reps. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes. Download the report here. Burnout is common.

CRM 55

CRM Sales System Competitive Advantage 55

Integrity Solutions

MAY 23, 2023

In terms of buying behaviors, we’re seeing an increased preference for self-service and digital interactions along with general uncertainty and hesitancy (often leading to inertia or sticking with the status quo ) when it comes to the purchasing decision. Sales prospecting is vital to the success of any sales organization.

Sales 94

Sales Connections Social Media Communication 94

West Monroe

JANUARY 30, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Listen to "Bringing the Physical and Digital Worlds Together with iHeartMedia" on Spreaker. I joined iHeart about nine years ago, and originally came in to be the Chief Operating Officer of our digital business.

Entertainment 52

Entertainment Advertising Innovation Connections 52

Beyond Philosophy

NOVEMBER 19, 2020

I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading. We hosted him to discuss this on a podcast not long ago. So, me, you know. So, allow me to introduce my other colleagues.

Customer Experience 133

Customer Experience ROI Conference Engagement 133

West Monroe

OCTOBER 10, 2022

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "What is the Digital Mindset?" About the episode Welcome to This Is Digital, a new podcast from West Monroe. on Spreaker.

Travel 52

Travel Healthcare Case Study Financial 52

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adam Toporek. Aimee Lucas. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adam Toporek. Aimee Lucas. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

West Monroe

OCTOBER 10, 2022

Apple Podcasts. Google Podcasts. Welcome to This Is Digital, a new podcast from West Monroe. The time to be digital is now, and this series will bring you actionable insights and real stories to apply to your organization. Casey, from your perspective, who should be listening to this podcast?

Travel 52

Travel Case Study Culture Meeting 52

Kustomer

OCTOBER 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. Listen to the full podcast to learn more. What’s Marketing Got to Do With It? You may be thinking that marketing and CX have nothing to do with one another yet they really do go hand in hand.

Marketing 98

Marketing Customer Service Advertising Customers 98

NobelBiz

SEPTEMBER 19, 2023

Customer Perspective: Customers might be calling from areas with weak cellular reception or from a landline experiencing interference. Ah, the dreaded dropped call – the arch-nemesis of every contact center agent’s productivity and the ultimate buzzkill in the world of customer service. What is a Dropped Call?

Contact Center 59

Contact Center Call Center Abandon Rate Contact Center Software 59

Kustomer

JULY 22, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by CMO of Unbabel, Sophie Vu. Listen to the full podcast to learn more. Navigating the New Economy and the New Customer. Unbabel is a translation platform powered by AI, for the benefit of agents and users.

Customer Satisfaction 98

Customer Satisfaction Strategy Omni-Channel Chatbots 98

Russel Lolacher

MARCH 13, 2023

million views), lecturer at Toronto Metropolitan University’s School of Media, podcast host of Ideas Into Action. million views), lecturer at Toronto Metropolitan University’s School of Media, podcast host of Ideas Into Action. is the answer to a chaotic world. I’m absolutely certain of this.”

Leadership 98

Leadership Government Employee Experience Innovation 98

Grade.us

APRIL 29, 2019

On getting started in SEO and perspective on the SEO industry. Carmen: What's your perspective on the current landscape of the industry? A lively sense of humor and a commitment to telling it like it is makes Jenny Halasz an extremely fun person to talk to. She's also a regular conference speaker. The result? A really long time ago.

Consulting 23

Consulting Industry Tools Conference 23

ReviewTrackers

AUGUST 6, 2020

Adam Miller, Director of Digital Marketing, LRG Marketing : HubSpot came up with inbound marketing so their course regarding the certification is extremely thorough and helps you understands the ins and outs of the craft. Website: [link]. Cost: Free. The inbound certification course is one of HubSpot Academy’s most popular courses.

Course 114

Course Marketing Social Media Advertising 114

Kustomer

DECEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Greg Segall , Sean MacPherson , and Vikas Bharmbri to exchange views on the personal experience movement. Learn how these leaders relate to their customers on a deeper level by listening to the podcast below.

Loyalty 64

Loyalty Connections Customer Experience Examples 64

Kustomer

AUGUST 27, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Vikas Bhambri, SVP of Sales and CX at Kustomer, 20 year CRM Contact Center Lifer, and Gabe’s partner in crime to make a big announcement. As mentioned above, the consumer mindset has changed, drastically.

Self Service 52

Self Service Chatbots Retail Contact Center 52

Kustomer

NOVEMBER 12, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Derek Hixon to talk about his lessons learned after providing over 15 years of exceptional customer support. Listen to Derek’s fun and invigorating life lessons in the podcast below. Utilizing Data as a Tool.

Data 52

Data Tools Innovation Video 52