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Digitally Irresistible

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Digitally Irresistible

Bernie Borges, V.P. Global Content Marketing at iQor

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On the Digitally Irresistible podcast, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals who are passionate about delivering a great customer experience. Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.
 
You hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.
 
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Navigating the Customer Experience

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Navigating the Customer Experience

Yanique Grant, Customer Experience Strategist, Entrepreneur

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Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
 
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.
 
Voice of Influence: Personal Brand and Communication Strategy for Message-Driven Leaders is a podcast featuring interviews with thought leaders and experts who have a highly developed voice of influence. Creative, message-driven leaders will appreciate the support, insight and advice that will help them develop their own voice and compelling communication that makes a difference in the world.
 
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CX Files

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CX Files

Mark Hillary and Peter Ryan

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CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
 
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Next in Tech

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Next in Tech

451 Research, part of S&P Global Market Intelligence

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Define your digital roadmap. Weekly podcasts featuring specialists from 451 Research and other areas of S&P Global Market Intelligence help you take a deep look at industries and companies as they invent and implement digital infrastructure. To learn more, visit: www.spglobal.com/451-research
 
This podcast is to help those in the Hospitality industry create an unforgettable guest experience that will ignite the potential in your team and turn your guests into advocates. It is designed to share and celebrate all the amazing people and things about hospitality. Interviews with leaders and those on the frontline discussing their personal experiences, insights, industry trends, and advice for those seeking a career in hospitality.
 
Agile brands understand that customer experience, employee experience, and digital transformation all combine to form brand experience. The Agile Brand is hosted by Greg Kihlström, entrepreneur, advisor, speaker, and best-selling author. It features leaders of top organizations around the world and provides a fresh perspective on the continually evolving dynamic between brands and the audiences they serve.
 
Hosted by Anexinet Sr. Mobile Strategists Steven Brykman and Glenn Gruber, this podcast covers all aspects of Digital Transformation, including strategy, mobility, security, development, design, testing and more. Anexinet is a leading technology consultancy and reseller, focused on technology-enabled business transformation strategies and solutions. Anexinet (www.anexinet.com) customers benefit from our holistic approach—from engaging front-end interactions to dependable back-end solutions, ...
 
The CX Leader Podcast with host Steve Walker provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. Steve is CEO and Chairman of Walker Information, a experience management consulting firm that helps companies accelerate their XM success.
 
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as a global influencer on Customers, and Prof. Ryan Hamilton, Emory University discusses how you can improve your Customer Experience and gain growth. This review sums it up: "The dynamic between the two hosts absolutely makes this podcast. Each brings a unique take on the topic, their won perspective, and play off each other sense of humor. I come away after each episode w ...
 
Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth. Hosted by Jeanne B ...
 
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Experience This!

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Experience This!

Joey Coleman and Dan Gingiss

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Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have m ...
 
Customer experience (CX) is a brand differentiator. By humanizing business and intentionally DOING CX RIGHT, you gain happy customers who continue to buy and refer your brand to others. Stacy Sherman shares her 'Heart & Science™ proven CX framework to help you accelerate loyalty and revenue. She's also interviewing admirable keynote speakers, authors, business leaders across industries who share ACTIONABLE CX strategies and tactics too. Topics include: *Retaining customers and keeping them f ...
 
Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier an ...
 
Stories of your customers on their journey, and how they build or break relationships with companies like yours. Host Russel Lolacher shares real customer experience case studies in a 1950s radio drama narration style with modern tips and analysis. Born from The Upsell.com Blog, The CX Storytime Podcast: Tales from the Customer Journey presents true customers' stories including the impacts of their customer experiences, followed by valuable strategies on engagement and retention to help you ...
 
Become the leader everyone wants to follow, including your customers. Meet some of the world's brightest minds with customer-centric leadership authority Jim Rembach to uncover thought-provoking dynamic strategies to engage employees and customers. Jim is the developer of Call Center Coach and Editor in Chief of CX Global Media. The Fast Leader Show impacts thousands of people each week by unlocking the power in guests' perspectives, expertise, and experiences. The show explores how business ...
 
The best companies are the ones that make it incredibly easy, and delightful, to do business with. It’s seamless, frictionless, intuitive. It’s not just a better experience, they’re actually disrupting our very notion of what consumers should be able to expect from companies. You see, Aussies and Kiwis are a hard bunch to please - we have some of the highest customer experience expectations in the world. And luckily for us, our homegrown businesses know this. This season on HubSpot's Unconve ...
 
A podcast that explores the human side of IT, uncovering the benefits of shifting away from tired thinking and decoding misconceptions to prove to the world that we understand people are the priority. We touch on a wide range of topics with prominent industry figures, redefining the new IT value proposition for business, decoding misconceptions for the audience.
 
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Service Lab

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Service Lab

Service Lab London

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Service Lab is a podcast featuring talks given by leading service designers on their work and experiences. Our speakers include people like the Head of Service Design at GDS or Head of Product at UsTwo. And our talks range from case studies on online services to masterclasses on ethnography.
 
WE’VE GOT A LOT TO SAY—THAT’S WHY WE MADE A PODCAST. And trust us, these are things you’ll want to hear. Manndatory Listening is a podcast about the hows and whys, dos and don'ts, and step-by-steps of leadership. We’re combining our own expertise—16 years of it—with that of leaders across dozens of industries to bring you applicable lessons for your own business and life. We're interviewing industry leaders and ourselves on the topics we know will make you and your business better. Put your ...
 
80% of businesses believe they deliver 'superior' customer service, yet only 8% of their customers agree. That's mad! You could drive a freight train through that statistic. And this is exactly why we created this podcast. Businesses need a whack across the head on where money is leaking (or in some cases gushing) out in the form of fair to middling customer interaction that creates indifferent customers. We're going to show you how to increase profits with zero or low cost tactics to retain ...
 
How do YOU stand out in today’s competitive marketplace? What does it take to sell uniquely…and serve remarkably? How can customers tell a difference between you and your competitors? “PROJECT DISTINCT with Scott McKain” reveals what it takes to soar above the crowd and dominate your market. You’ll discover the elements required to make your competition irrelevant. Subscribe and join Hall of Fame professional speaker Scott McKain daily! What if you don’t listen…and your competition does?
 
Host Jay Ehret interviews experts in branding, content marketing, digital marketing, social media, email, SEO, mobile, advertising, PPC, website development, customer experience design and more to help you create marketing plans and generate marketing ideas for your small businesses and for medium-size businesses
 
Platforms are transforming our world. And how they do it is also changing every minute. How can you connect with all the latest developments and hear about the hottest topics and trends? Tune in to our podcast series “On the Platform”. You’ll get first-hand insights and lively debate from some of the most innovative and influential platform thinkers around. The game is changing. Stay in touch with the new rules…before they’re written.
 
The New Business Strategies Podcast offers 8-minute interviews with CEOs and thought leaders from leading technology companies (LinkedIn, Demandbase, Lithium Technologies etc.) and industry showcase examples of customer-aligned organizations. Tune in for high-energy, original interviews covering a wide range of topics that always include actionable advice for large and small businesses alike. Enjoy and keep up with the latest by subscribing to our channel. Please share with us your thoughts, ...
 
The Uptake with Anna Chu is a new show on all things tech and community. Host Anna Chu will be traveling and introducing you to people all over the world as she follows the path of Microsoft Ignite The Tour. The show covers topics in the world of tech, as well as uncovers people’s journeys - and how-tos - of professional learning, development and community building. You will meet inspiring people in the community of tech and get inspired to be a part of a vast and expanding community in your ...
 
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I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. After all, everyone had one at that point. Now, in 2022, I see the next big thing: Customer Science. Customer Science com…
 
Marketers face many challenges in the work, from continually changing consumer behavior, to internal competition for resources. In order to be most effective, marketers need to be able to justify their investments of time and resources with reliable numbers and clear ROI. Today we’re going to talk about the value of having actionable insights and a…
 
Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. His company has been surveying American consumers on anger and rage for almost two decades. In this episode he talks about what causes customer rage and how to handle it - can it be avoided by better CX design? www.linkedin.com…
 
This week’s guest is Cristy Gavino, iQor director of operations in SM City Clark, Philippines. With an extensive background in the business process outsourcing (BPO) industry, Cristy has inspired impressive growth for the customer service program she oversees while simultaneously producing amazing customer outcomes and meaningful employee experienc…
 
The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of online interaction where anything can happen. Others are confused by what it is and what it means. Some call it Mark Zuckerberg’s pipe dream. We think it is the futur…
 
Instrumentation and monitoring is what most think about for IoT in industry, but there is so much more. Senior analyst Ian Hughes joins host Eric Hanselman to look at how digital twins and threads are unlocking innovation in industrial processes, by powering simulations. It’s a shift where AR has become the user interface to IoT and more effectivel…
 
In the 200th episode of The CX Leader Podcast, host Steve Walker and guests Sonya McAllister and Sean Clayton reminisce on how customer experience has evolved since the podcast began in 2018, how businesses' views and acceptance of CX have changed in those four years, and what customer experience will look like in 2022.…
 
: Approximately 800,000 people in the US have a heart attack every year? 1 in 4 people have had previously had a heart attack. When an individual is recovering from a heart attack or has a serious heart problem, Cardiac rehabilitation can be an instrumental part of not only the individual’s recovery, but also in preventing future heart attacks. Tod…
 
With changing customer trends and demands on top of global supply chain disruption and a pandemic, retailers have had to continually pivot over the last few years. One of the best ways to survive the changes is with a mobile, social and digital-first strategy. When Alicia Waters stepped into her current role as CMO of Crate & Barrel, she pushed to …
 
Today we’re going to talk about the importance of having a guide and a strong technology strategy that helps you identify the paths you should take, whether it is platform adoption, digital transformation, or other initiatives. To help me discuss this topic, I’d like to welcome Emil Pilacik, President & CEO, EMCO Technology.…
 
How motivating Partners to engage in your community can accelerate outcomes. Community Industry News: Gainsight acquired inSided Sofia Losada joined Sisense as Community Content Manager Katie Bapple joined Building Brave as Chief Community Officer Zoe Hartsfield joined Spekit as Community Manager Christine Gritmon joined Agorpulse as Senior Editor,…
 
The Price We Pay: What Broke American Health Care And How To Fix It by Marty Makary, MD is a book that takes a hard look at aspects of the US healthcare system that drive up the costs of premiums and other patient out-of-pocket costs. Makary looks at PBMs, broker payments, hospital billing and financial recovery practices and inappropriate procedur…
 
In order to deliver the best customer service, you need to understand the full meaning and how to do it right. My featured guest Jeff Toister, a best-selling author of four customer service books, and trainer of one million people, shares what elite companies do differently to gain a competitive advantage that you can do too. Topics include: -What …
 
Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes. Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That m…
 
While I’m on vacation, I want to replay this podcast and leave you with a few valuable gems from Horst Schulze to inspire us in the new year. Horst is the founder and former CEO of the Capella Hotel Group, Co-founder & Former COO of The Ritz-Carlton Hotel Co. and author of Excellence Wins. He is currently serving as the expert in residence at Arch …
 
Today's episode features a compilation from two leaders in the B2B industry who decided to grow their company through focused CX efforts, while placing a strong importance on team and employee development. You’ll hear from Andy Schulkind, the VP of CX at Domino North America, and Rich Sheridan, CEO of Menlo Innovations. Both leaders place a high va…
 
Today we’re going to talk about the citizen experience, and how a more holistic view of data utilizing the internet of things (or IoT) can improve how the public sector is able to provide services and a better experience to individuals. To help me discuss this topic, I’d like to welcome Jerry Power, CEO of I3 Systems and Co-Founder of the I3 Consor…
 
Lisa Stoner is the global head of support operations at Uber, based in San Francisco, California. Lisa is also on the General Member Board of Transcom. In this episode Lisa explore some of the challenges of hyper-growth, multiple customer channels, and how to innovate without breaking your day-to-day service to the customer. https://www.linkedin.co…
 
Check out this sneak peek episode of the new podcast RELATIONSHIPS AT WORK - the Employee Experience and Workplace Culture Podcast. Host Russel Lolacher will be discussing important employee engagement, leadership, workplace culture, communication and related topics as it relates to the employee experience. He'll be chatting with amazing guests and…
 
This week's guest is George Kushner, founder and CEO of H2cryptO. With more than 28 years of experience in financial services and traditional finance, he is on a quest to use his expertise to expand access to cryptocurrency investing and trading. After extensive research it became abundantly clear to him that tokenization is the future of investing…
 
What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word? Sound like a futuristic take on product technology? It is, and it’s …
 
The resilience of the Hospitality industry even though it feels like it is on its knees is certainly trying to keep its head above water has been outstanding. Leaders you are wonderful, teams you are doing an amazing job. Tips on thanking your customers, leadership styles and a free E-Book all in this episode for the year. Welcome to 2022.…
 
As you consider how you want to approach your life and work in 2022, perhaps you want to think about what is most essential to you and how you can make that work more effortless. So we're re-publishing Andrea's interview with author Greg McKeown. Even if you've heard it once, it's worth another listen. Enjoy! Many of us value hard work. But what if…
 
Paul tells us what being a Contact Centre Innovator and CX Industry Dragon is all about! We hear about Paul’s background as an early entrant into contact centres in the 90s, some of the challenges and key learnings along the way, and how the landscape has changed over the years, both for the people, the technology, and consumer behaviour We come up…
 
With me is Sara Potecha who is a leadership consultant, executive coach and speaker. Sara was not only in one of the first groups of women that were admitted to the United States Military Academy at West Point, she also graduated after four tough and life-changing years. Sara shares the leadership characteristics she learned and explains how they a…
 
Quote “I used to say I was stuck in an abusive relationship with American Airlines.” My first experience with an American Airline - is this the norm? Airlines are notoriously hated Was it the same customer experience regardless of which country the airline is from? How many different airlines have you used while jet setting? waitingforservice #cust…
 
The role of technology services companies, like systems integrators and technology consultants, is being transformed as they’re working to support their clients’ transformations. Senior analyst Dr. Katy Ring talks about this transition and the way some have shifted their relationships with tech services vendors with host Eric Hanselman. She offers …
 
Fresh into a new year is often a good time to look at how customer experience is progressing within companies. The XM Institute has recently published their report, "The State of CX Management" which examines the CX efforts and maturity of several companies. Host Steve Walker welcomes back Moira Dorsey from the XM Institute to discuss the findings …
 
How do you create a customer-centric company, especially when your job is to help other companies be customer-centric? According to Pega President of Global Field Operations Hayden Stafford, it’s all about putting the customer at the center of absolutely everything you do. Customer-centricity has never been more important, but what customers are lo…
 
Today we’re going to talk about how shift-left testing is able to speed up digital experience and digital transformation initiatives, while also improving quality of software and the end-user experience. To help me discuss this topic, I’d like to welcome Eran Kinsbruner, Chief Evangelist, Perforce.By Greg Kihlstrom
 
Do your diversity, equity, and inclusion (DEI) efforts extend to the customer? Forrester Principal Analyst Gina Bhawalkar and UX Researcher Senem Guler Biyikli point out that most organizations lack a formal, rigorous practice for building inclusion into the design process. They offer examples of language that we may not realize is problematic, and…
 
Have you heard of the term "red tape"? Friction, sludge, no redeeming value are associated terms. Most think red tape pertains just to government, yet it does not and significantly impacts business success. Stephanie Thum and I explain: What is bureaucratic 'Red Tape?' Why it's a customer problem and obliterate employee experiences? What are the ro…
 
We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now? Some customer relationships are more difficult than others, for sure. That is to be expected in any organization. However, there are other customer relationships that have moved beyond difficult. The costs of the resources it takes to manage the…
 
Show Notes Modern Digital Enterprise Podcast Episode: Contact Center and Customer Experience with Five9 Chris is joined by Dan Peterson (VP, NE Sales) and Orin Wentworth (Channel director from Five9, to discuss the evolving experience of Contact Center. As technology has improved (and our world has been shaken by COVID), the very definition of a sa…
 
Today we’re going to talk about the importance of diversity in leadership teams, and how this can translate to tangible benefits for organizations. To help me discuss this topic, I’d like to welcome Eva Huston, Chief Strategy Officer at Duck Creek Technologies.By Greg Kihlstrom
 
A look ahead at CX in 2022 with... Lian Rowlands, Director of partnerships at Conversations By Ami Royal Wootton Bassett, UK https://www.meetami.ai/ https://www.linkedin.com/in/lian-rowlands-a26119 Stephen Lloyd Founder and Principal analyst at TrendzOwl Virginia, USA https://www.linkedin.com/in/stephenloynd https://www.trendzowl.com/ Peter Ryan Pr…
 
The Book Healthcare Without Walls: A Roadmap For Reinventing U.S. Healthcare does what its title states – provides a roadmap for executives to use as they are rethinking healthcare delivery now. The book’s contributors include many of the nation’s brightest healthcare leaders and practitioners. The book consists of five chapters covering technology…
 
We live in a world of infinity. We have an infinite amount of things we can do at any one moment. As responsible individuals, we try to take care of all the opportunities and requests that come our way. Try as we might, there is a point where there are no more hours in the day and we just hit this ceiling of complexity. What do you do when you can’…
 
This week's guest is Max Armbruster. Max is an expert in talent acquisition in high volumes. He is the founder and CEO of Talkpush, a leading conversational CRM for recruitment that utilizes automation to help businesses focus on finding the right talent. When utilizing modern recruitment strategies for recruiting in high volumes, it's best to trea…
 
The payment part of digital engagement has evolved from a technology best left to specialists, to something that’s a critical part of customer engagement. Principal research analyst Jordan McKee joins host Eric Hanselman to look at how payment technology and functionality is being integrated into software platforms that are extending to financial s…
 
Even in an era where self-service options are becoming essential to many companies’ customer experience, the contact center is still a large part of many organizations’ frontline efforts. But how has call center technology adapted to accommodate customer experience, and how aligned is your company's culture to providing the best possible experience…
 
Aaron Thompson is a Chief Revenue Officer at SuccessCOACHING, the leading provider of Customer Success training and education. He is a connector, educator and public speaker with over 20 years experience helping companies improve retention rates, increase recurring revenue and recoup customer acquisition costs. Aaron enjoys skiing, kayaking and gol…
 
Andrea Joy Wenburg Mon, Dec 6, 2021, 3:12 PM to Daniele Is it possible that your team can handle more of your vulnerability and honesty than you realize? In this episode Andrea visits with Ariana Blossom about her experience in the military, the reasons why people wear metaphorical masks and how they can get back to a more authentic expression for …
 
For decades, companies built brands by interrupting customers. It was the 30-second ads that interrupted a person’s TV watching, the banner ad that interrupted their internet browsing, or the commercial that interrupted their streaming show. But those days are over, says Jeff Rosenblum, co-founder of Questus. Companies need to move towards empoweri…
 
What is Community Operations, why is it so important, and why should you hire someone specifically to execute it? Erica and Brian give you the rundown. Boulder County Wildfires: Boulder County Wildfire Fund Bethune Family GoFundMe Osterman Family GoFundMe Community Industry News: Chris Detzel’s tribute to Michael Sandoval Molly Schreiber was promot…
 
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