show episodes
 
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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.
 
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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!
 
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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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
 
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 ...
 
Customer experience (CX) is a brand differentiator. By intentionally DOING CX RIGHT, you gain happy customers who continue to buy from your company and tell others. Applying CX best practices results in employee loyalty and advocacy too. Stacy Sherman, award-winning keynote speaker, author, and mentor is on a mission to inspire better human experiences so that REAL connections and satisfaction exist. It's why she's sharing her expertise as well as bringing people together to provide actionab ...
 
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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 ...
 
The Intuitive Customer, hosted by Colin Shaw, recognized as a global influencer in Customer Experience and Prof. Ryan Hamilton, Emory University, USA. We discuss how you can improve your Customer Experience and gain growth by understanding your Customer's behavior. Brought to you by Beyond Philosophy through our consultancy, training and market research. Visit BeyondPhilosophy.com
 
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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Customers Who Click

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Customers Who Click

Will Laurenson; Monkey Blocks

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Are you looking for actionable, real-world marketing advice from the industries best and brightest? Keep informed of the latest business and marketing trends, whether you’re an eCommerce or subscription business, doing ten thousand or ten million in revenue. The Customers Who Click podcast brings you valuable, and actionable advice directly from leading marketers in your field. In every episode you’ll learn about a specific topic, including several tips you can walk away with to implement yo ...
 
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 ...
 
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.
 
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CX Files

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CX Files

Mark Hillary - Analyst and CX Futurist

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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.
 
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.
 
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
 
We are living in an agile world. Customer experience, employee experience, marketing, HR, and technology all combine to form brand experience. The Agile World is hosted by Greg Kihlström, entrepreneur, speaker, and best-selling author of The Agile Consumer and The Center of Experience. It provides a fresh perspective on the continually evolving dynamic between brands and the audiences they serve.
 
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.
 
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 ...
 
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 ...
 
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 ...
 
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.
 
Nudge is the digital communications platform that improves workforce productivity for organizations with deskless or frontline employees. Backed by the highest user ratings in its category, Nudge provides employees with the information and tools they need to stay connected at work and reach organizational goals. Leading brands such as Staples, Compass Group, and Margaritaville rely on Nudge to communicate better, gather feedback faster, and harness actionable insights to drive better busines ...
 
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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.
 
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?
 
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, ...
 
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show series
 
Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead, Chief Customer Service Experience Officer, about how …
 
Welcome to a special episode of the show brought to you in partnership with Arlington Economic Development, where we discuss issues related to the workforce, the role of place in the future of work, and the role of the creative sector in a larger business context. We call this Return on Creativity. Today we have an excerpt from our September 14 eve…
 
It’s a bit ironic that I used my iPad to listen to a book about digital minimalism. The book Digital Minimalism is by Cal Newport who is also the author of Deep Work. He’s an MIT educated computer scientist who believes that for most people, use of social media is an addiction that is ruining our ability to connect as a society. Newport reminds us …
 
Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don’t rely on the same workflow, artifacts, or ceremonies — and often struggle to find common ground as a result. In this episode, we’re joined by Senior Analyst Karine Cardona-Smits to…
 
Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley Centre for Customer Management. In this episode Professor Clark explores the need to build back better post-pandemic CX and also the total lifetime value of customers. https://www.henley.ac.uk/people/pr…
 
Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems. We look at the theory of how and why Customers make decisions and then break this down into practical actions you can take. Here is one review which we think sum…
 
Sorting out the roots of innovation is complex and this special edition of Next in Tech brings in Guy Kawasaki, Apple veteran and inveterate innovator, to discuss its many aspects with host Eric Hanselman. The metaphors run hot and heavy (including a breakfast as a guide to empathy) as they explore ways that organizations can embrace innovation. Su…
 
The need for more modern authentication techniques has never been more pressing and multi-factor authentication (MFA) is a key building block of zero trust approaches. Tom Gersic, VP of customer success at Salesforce and Garrett Bekker from the 451 security team join host Eric Hanselman to talk about what’s needed. The threat landscape demands MFA,…
 
On this episode of TELUS International Studios, we're joined by Gideon Pridor, chief marketing officer at Workvivo, a comprehensive digital employee engagement platform that has the feel of a social networking site. TELUS International uses Workvivo internally to keep our team members connected. In fact, there are nearly 50,000 active users on the …
 
From pet-sitting a Labrador named Honey for a friend, to establishing a game-changing partnership with Qantas, going public in the middle of a global pandemic and the acquisition of Waggly Club - Mad Paws' co-founder, Alexis Soulopoulos, joins us on Unconventional Business this week. How did Mad Paws, a business founded on pet-sitting services, inc…
 
Charlene Li is renowned as a strategic thinker. She helps leaders and organizations thrive with disruption as an Author, Speaker, Advisor and Board Member. She has worked with dozens of companies such as IBM, Oracle, 3M, Adobe, Cisco, Dell, Intel, and Microsoft, just to name a few. She has authored six books, the most recent titled: The Disruption …
 
Most people don’t associate bridal stores with loyalty programs. Especially in the middle of a global pandemic when most weddings were postponed or downsized. But the David’s Bridal loyalty program Diamond, launched in December 2020, is defying the odds and has already paid dividends with huge amounts of loyal and satisfied customers. The program w…
 
"As a business owner, you put your blood, sweat, and tears in your business. It's so easy to be super defensive about your product or your service. It's really important to remember that they don't care about that. They just care about figuring out whatever their issue is." In episode 80 of the Customers Who Click podcast, I had an invigorating cha…
 
CX pros often need to provide ways for employees across the company to access data from their customer experience programs. This data should be easy to access and quick to interpret on a high level – no time to be downloading tabulated data and fiddling with it in Excel. Dashboards provide a way to aggregate data into a high-level, easy-to-read vie…
 
Pocket Health is a Canadian based company that offers an online, automated process for transferring images. No CD burning. No physical transport of the CD required by the patient. Rishi Nayyar is the CEO and co-founder of Pocket Health. Rishi and his brother founded the company after his brother experienced an injury and encountered the labor inten…
 
Michael Arnold is the author of the book, Slacking Off: A Successful Way to Work from Home and he wrote it especially for those who are considering to work or are working from home and are seeking a work life balance. He has been a work from home entrepreneur for over 15 years and he's worked with major corporations such as Cox Automotive, Verizon …
 
The biggest concern for most companies right now is the need to attract and retain workers. But the biggest reason people leave their jobs is that they don't feel valued at work. Compensation and benefits are part of the equation, but just as important is the desire to believe that they are making a difference. In this episode Andrea shares two spe…
 
Learn about dealing with unruly customers, exploring real-time data from your appliances, and the fight against digital pollution! Bite-Sized Delight From the Episode: • Train Your Team to De-Escalate with Customers - Pandemic-related stress is increasingly requiring your team to deal with emotional outbursts and erratic behavior from customers. • …
 
How you can integrate learning and community to drive product affinity, customer happiness, and retention. Community Industry News: Facebook was down Erik Martin joined Commsor as VP of Services Nádia Vieira was promoted to Senior Global Program Manager, Community at LinkedIn Tim Lopez joined Saviynt as Director, Community Cindy Au joined Reddit An…
 
Today we’re going to talk about agile customer service and how organizations can be as nimble with their customer support teams as they are in other aspects of business in our cloud-based world. To help me discuss this topic, I’d like to welcome Daniel Rodriguez, Chief Marketing Officer at Simplr.By Greg Kihlstrom
 
David Wasserman is a leader in Product Marketing and Sales Enablement at NICE, a global provider of next-gen digital customer experience technology enabling companies like iQor to maximize the operational efficiency of front-line employees who are responsible for customer interaction. In this episode, we discuss three reasons iQor selected NICE as …
 
Do you remember Blockbuster, Circuit City, or Kodak? I ask because these brands are not around anymore. They were once the leaders in their field, the only game in town in some cases, but now they are gone. They disappeared because they didn’t respond to changes in the marketplace with new ideas. It isn’t unusual for an organization to be set in it…
 
While I’m taking a break from recording new podcasts and LinkedIn Live conversations, I’ll be sharing a few compilations of previously recorded interviews. We have pulled out relevant insights and chunks of conversation from guests that you’ll find useful as you lead or take part in the CX undertakings in your organization. Today’s episode features…
 
Welcome to a special episode of the show brought to you in partnership with Arlington Economic Development, where we discuss issues related to the workforce, the role of place in the future of work, and the role of the creative sector in a larger business context. We call this Return on Creativity. Today we have an excerpt from our September 14 eve…
 
Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia. She started out in the industry as an agent and is now in the c-suite so how can more CX focused organizations offer a stronger career path to their employees? Tijana talks to Peter Ryan about her own experience and how Contact Service aims to help people build long-term CX c…
 
Ken Burgin shares with us in this podcast his love of research and being curious in how to take the industry to the next level in service, automation, systems, recruitment, marketing, diversification and why “culture” is key to the success of a business, whether it’s a small café of 2 or a large hotel chain. Ken works with foodservice operators to …
 
Customer experience’s (CX) goal of “humanizing” experiences might seem far removed from automation’s focus on removing humans from business processes. But the pandemic-induced push to serve customers online has brought these two forces together, and firms have learned transformational lessons from each. In this episode we’re joined by Principal Ana…
 
Misalignment is one of a company's biggest sicknesses. It constantly drags down results and reduces profitability. Instead of just accepting the symptoms of misalignment, you could have sustained results. All it takes is to align your company's strategy, culture, and operations. The key to success is to change team mindsets, measure team outcomes, …
 
The previous year upended IT plans, but what have we seen in 2021? In this rebroadcast of our first Next in Tech webinar, Head of Research at 451 Research, Simon Robinson, joins host Eric Hanselman to reveal three surprises about cloud workloads, CX impacts and ML success rates. They discuss the analysis of IT research data, courtesy of the 451 All…
 
Tobi Pearce and co-founder Kayla Itsines grew Sweat, now a globally recognised fitness brand and one of Apple’s most downloaded health apps, from what was, in 2015, an e-book called the ‘Bikini Body Guide’' (or 'BBG', for those in the know). Tobi joins us in a bonus episode of Unconventional Business, live from GROW, to talk about the brand’s explo…
 
"The future of CX is viewing it as a marketing channel. And obviously allocating spend towards it and letting the voice of the customer be part of all these decisions" In episode 79 of the Customers Who Click podcast, I had a fantastic chat with Eli Weiss, Director of Customer Experience at OLIPOP, a deliciously refreshing tonic with prebiotics, bo…
 
“Do NOT ruin your customer’s day” sounds like something that belongs at the top of any list of rules for CX professionals. We’ve all had those moments where an employee with a bad attitude ruined your mood, or you’re left waiting on hold for over an hour and steamed about the experience for the rest of the day. But there are ways where you can help…
 
Did you know that more people are caring for an elderly loved one than are caring for a child? It’s tough to be a caregiver for an elderly loved one and many of you have firsthand experience with caregiving. Here’s a quote that says it all. “Everything is fine with your aging parent until it’s not. Then everything falls apart.” This quote is from o…
 
Undergoing a digital transformation is challenging enough, let alone in the wedding industry during a global pandemic. When Jim Marcum became CEO of David’s Bridal in 2019, he was tasked with turning around the 70-year-old company and creating innovative and personal experiences for modern brides. Much of that change has come in the form of a conti…
 
Jason S. Bradshaw is a global strategic adviser to C-suite executives and start-ups, a keynote speaker on customer and employee experience, digital transformation and leading through crisis. He has led transformative change with some of the most recognizable brands like Target, Fairfax and Volkswagen. Delivering phenomenal customer-centric growth i…
 
Learn how to make up for missing pieces in your customer experience, why it’s crucial to think long term in a short term environment, and how you can take pointers on being remarkable - from the DMV! Bite-Sized Delight From the Episode: • Your Personality is a Force - LEGO’s playful, Star Wars-themed response is a perfect example of letting your br…
 
Today we’re going to talk about the agile personal brand, and how it can help with both personal and business success. To help me discuss this topic, I’d like to welcome Henry Kaminski, Founder & CEO, Unique Designz and host of The Brand Doctor podcast.By Greg Kihlstrom
 
Too many companies invest too much money to acquire new clients instead of making current ones your volunteer marketers. My guest, Jay Baer, 6x author and Hall of Fame speaker shares leadership and business tips about: *How to 'Hug Your Haters' and why ("Don't whine about customers giving bad reviews, hug them for helping you become better at what …
 
Did you ever have an extreme experience that changed the course of your personal and professional life? My guest, Darren Prince, best-selling author of Aiming High has achieved much fame, monetary success, and deep lows from drug addictions. Highlights: *What Aiming High means and lessons learned *How to overcome imposter syndrome *Leadership advic…
 
April Segovia’s career journey at iQor is both impressive and inspiring. April joined iQor as an operations supervisor in 2016 with six years of experience in the BPO industry. Her career journey at iQor has been challenging, in a good way. The telco client she supported started with 15 call center agents. The campaign was so successful that her te…
 
This episode features Stephon Griffin, a certified trainer who has shown remarkable initiative and results in his four years at iQor. In his first role, Stephon proposed a solution that was approved and implemented under his leadership. It is still delivering phenomenal results. In this episode, we discuss what inspired him to propose this solution…
 
How do you create and maintain a customer-centric culture where everyone cares about doing right for customers even when no one is looking? The answer: it starts with human focussed leaders at the top. Ashok Ramachandran, CEO, and President at Schindler Elevator Corporation-India, is known for leading organizations to achieve profitable success whi…
 
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If I had a more efficient family and less expensive friends than you have now, would you like to trade? I can guarantee they wi…
 
Today we’re going to talk about meaningful measurement of transformation initiatives, why existing measurement devices often aren’t enough, and better ways to approach finding success in digital transformations. To help me discuss this topic, I’d like to welcome Peter McCoy, Investor, Advisor, and Co-Founder of Baton.…
 
I had heard from several people that the book Greenlights by Matthew McConaughey was an excellent book, yet I was hesitant to read it. I have seen McConaughey in a few romantic comedies and his characters never won me over. As result, I never watched any of his more serious movies including the Dallas Buyers Club for which he won an Oscar. I devour…
 
Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer service teams. Why do so many companies say they value their team yet fail to really engage them? https://www.linkedin.com/in/darrenarnold-intersect-hp/ https://www.linkedin.com/in/georgectodd/ https://…
 
Great customer service helps customers get the most out of your product and services. This requires complex and varied work across internal teams, customer journey touchpoints, and regularly reassessing strategies. In this episode we’re joined by Trifacta’s Chief Customer Officer, Paul Staelin, to discuss how to enable employees and optimize custom…
 
Tash Callewaert a Quest Hotel owner, shares her passion for leadership. Operating a business both sides of the border over the past 18 months has shown how being a heartfelt leader and truly living her values has created an amazing united team. This is a must listen for everyone.By Michelle Pascoe
 
Back in 2015, co-founders and best mates Adam and Josh were looking for ways to give back to the world through business. They asked themselves: is there a way for us to break into an industry and set up our own social enterprise where we have 100% of our profits go towards closing the global education gap? Starting out with no equity and sharing Ad…
 
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