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!
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The Bank Customer Experience Podcast offers a view into the hot topics affecting the banking world.
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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. Michelli
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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Insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their status. Either they define best in class or are pushing the boundaries for the next generation of customer experience.
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The CX Leader Podcast 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. The CX Leader Podcast is produced by Walker, an experience management consulting firm that helps companies accelerate their XM success.
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The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Colin Shaw, Beyond Philosophy LLC
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth. This review sums up: "The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other se ...
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The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of jo ...
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Intercom
On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support. Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter 🏠 www.intercom.com
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CX-Talks® ist der erfolgreichste deutschsprachige Edutainment Podcast, der sich speziell mit dem Top Thema Customer Experience Management beschäftigt. Es geht um Insights - von und über Kunden, Technologie und CX Trends. Dazu Berichte von CX Managern aus der Praxis. Alle 14 Tage teilen Experten aus der DACH CX-Community ihr Wissen mit Peter Pirner. Ein Customer Experience Podcast, der Spaß macht und breit informiert. Gemacht für alle CX Interessierten: CX Manager, Mitarbeiter im Marketing, C ...
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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About G ...
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Willkommen beim CX-fest Podcast! Passend zum CX-festival geht es in unserem Podcast um die Themen CX, Customer Service, Kundenzentrierung, AI und Automation. Malte Lensch, Robert Cwicinski und andere CX-Enthusiasten sprechen über die Reise zum ersten Festival und CX itself. Wir stehen täglich für Kundenzentrierung, excellenten Customer Service für unsere Kunden und helfen dabei die richtigen Dinge zu tun. Als Leafworks ist es unsere Passion die Welt des CX und Kundenservice jeden Tag ein bis ...
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Host Scott Nagel interviews leaders and influencers as they provide candid insights into Customer Experience - one podcast at a time.
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James Dodkins talks with customer experience rockstars about delivering a rockstar customer experience.
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"It's my pleasure to invite you to our customer experience podcast series discussing client centric best practices, tools and ideas with today's top FM leaders." Troy Batchelor - Retail Customer Experience Evangelist French Company LLC
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Get all the ideas on hacking repeat sales, customer retention and building Customer Loyalty for business growth.
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Customer Experience & Employee Engagement
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Hop on the bus with Joseph Michelli, Ph.D. (Customer Experience Professional, New York Times #1 Bestselling Author and Business Consultant). Joseph and his business-savvy guests provide a rollicking, wisdom-rich ride to customer experience excellence.
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Each episode, we meet people who's job it is to make great Customer Experience happen. Join us for insights into how you can improve your customer experience, and keep the customers you have.
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Podcast by IBM Customer Experience Analytics
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Grow the power of Customer Experience with new leadership skills with this innovative and unique podcast that dives into the lives of some of the world's brightest minds. And have a hoot with the Hump Day Hoedown with Jim Rembach, President of Call Center Coach. Create dynamic customer experience strategies, improve employee engagement, and develop stronger leadership skills with practical advice that you can use immediately.
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The CX Show is Glia's podcast on Customer Experience. In each episode, we'll be speaking to senior business leaders to understand the importance and influence of the customer experience on overall business success.
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The InspireCast Business Podcast is your leading source for real interviews and insights with leading customer experience and engagement experts featuring your co-host, Mirza Baig of Quadient. Each series of podcasts will feature a new real-life expert as co-host, so tune-in often to learn from top business leaders on challenges and best practices when it comes to managing your customers and the overall customer experience. #Business #Branding #Marketing
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The truth is that Customer Success is not just about amazing experiences and success stories. Here we dive into what did not work, how we could fix it together and the role your Company Culture plays into turning Transactions into Experiences 😜 and delivering amazing Customer Experience #customersuccess #customerexperience Cover art photo provided by Boudewijn Huysmans on Unsplash: https://unsplash.com/@boudewijn_huysmans
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Welcome to the "Customer Experience (CX) Decoded Podcast," where we unravel the intricate world of customer experience, one episode at a time. Join us on this enlightening journey as we help wedding + service professionals decode the art and science of creating extraordinary customer interactions. In each episode, we delve into the strategies, insights, and stories behind remarkable customer experiences. Are you ready?
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We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.
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Discussing Stupid tackles ‘stupid’ in digital customer experience through tongue-in-cheek discussions and practical, real world examples. Hosted by Virgil Carroll, this podcast features discussions with industry pros while exploring the crazy things our consumers do and the bad practices we use. All wrapped up in some useful and sometimes sarcastic advice.
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Every aspect of your eCommerce business impacts customer experience: from advertising and packaging to product functionality, website usability, and even reliability. Your long-term growth and profitability will hinge on your ability to deliver the best experience for your buyers… and this podcast will show you how. Tune in monthly for actionable and insightful discussions with the brightest minds at the intersection of eCommerce and customer experience.
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Selling products online is challenging and can lead to poor customer experiences. In each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon FBA, Shopify, artificial intelligence... We’ll discuss what matters today and what you can do to build a better eCommerce business, we’ll show you how! :) Appreciate the show? Leave us a review and rating in iTunes, or wherever you get your podc ...
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Hello Customer, a Podcast About Delivering Extraordinary Customer Experience
Espree Devora & Leslie Cottenjé
Why should you invest in truly knowing your customer? What's the benefit of being customer-centric as an organisation? We are absolutely convinced that the winners of the future are the companies that put their customers first in absolutely everything that they do. And I can tell you this over and over again, still, it's my opinion. Together with Espree, we are exploring great customer experience stories in an industry that absolutely needs to understand customers, they thrive on truly under ...
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From digital transformation to customer experience to MarTech, marketing is increasingly complex with data and technology at the centre. But it is still about human experience and brand experience. There’s an infinite number of ways that brands interact with customers today and thousands of tools to enable better CX. How do you as a CXO keep track of all that’s going on? That’s where I come in. I am Namrata Balwani, a Digital and Customer Experience Consultant, with a 20-year career & leader ...
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Unleash the Amazing Power of Mental Models to Decode Customer Behavior | Master Class Part 8: Unlocking the Psychology of Customer Experience
32:02
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Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imaginary friend and could predict with 100 percent accuracy how they might react to a given situation. A mental model is a detailed creation of an imaginary customer that helps you determine how a real-life…
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Strategies for getting executive buy-in to adopt AI-first CS
21:04
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Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-in from your execs when adopting AI-first customer service. We also hear the experiences of Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail. Watch this episod…
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Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 2 of 2)
3:12
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In this episode, Dr. Michelli continues to delve into the vital role of "peace of mind" in shaping superior customer experiences. Building on previous insights, he outlines actionable strategies that businesses can implement to enhance customer ease, drive loyalty, and distinguish themselves from the competition. Dr. Michelli discusses the importan…
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235: Unveiling the Trends from Broadridge's 6th Annual CX and Communications Consumer Insight Survey with Debbie Miglaw
18:22
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Debbie Miglaw is Head of Digital Solutioning & Business Development at Broadridge. She and her team of digital sales specialists, solutions architects and business analysts are responsible for consulting with clients to define the digital solutions that support their digital transformation and customer experience goals. The team of experts work wit…
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As consumers we’ve all interacted in different ways with companies. Sometimes an automated system, online chat, an app on our phones, or even a live human being. But as customer experience professionals, how do we know which channel is the best option and the most preferred by consumers? And how will AI fit into all this? Host Sara Walker welcomes …
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#119 Workflow Managemet im Customer Service und wie man es mit KI optimiert. Carsten Hust (ServiceNow) bei Peter Pirner
33:50
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Carsten Hust (Senior Consulting Manager, ServiceNow) im Gespräch mit Peter Pirner n der neuesten Episode von CX-Docs ist Carsten Hust, Solution Consulting Manager bei ServiceNow, zu Gast. Carsten gibt Einblicke in seine 15-jährige Karriere im technischen Workflow Management und erläutert seine Rolle bei ServiceNow, wo er für Customer Industry Workf…
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139. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb
31:46
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Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…
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ENGAGING EMPLOYEES with Michael Brandt
29:34
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Gregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction. About the Guest Michael Brandt is an experienced professional in customer and emplo…
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CX-PRESSO-TALKS #2 CX ist überall, weil ... mit Aileen Beuchert & Stephan Marzi
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In dieser Folge "CX-PRESSO-TALKS geht es um die Bedeutung von Customer Experience (CX) im Alltag. Die Gäste, Aileen Beuchert und Stefan Marzi, teilen ihre Erfahrungen und Beobachtungen zu diesem Thema. Sie diskutieren über gute und schlechte CX-Erlebnisse im Supermarkt, beim Friseur und bei der Paketzustellung. Es wird betont, wie wichtig es ist, d…
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Bank Customer Experience Summit keynote shares content strategies that work
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Content is king. But how should content rule? In order to properly serve customers, banks need a solid content strategy that both retains current customers and brings in new ones. In today's podcast episode, keynote speaker for the 2024 Bank Customer Experience Summit, Regina DeMars, director of content marketing and social media strategy, First Na…
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How to Boost Productivity and Morale by Eliminating Workplace Friction
35:46
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You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don't, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction im…
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Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 1 of 2)
4:05
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In this episode, Dr. Michelli reflects on a profound insight from leadership guru Brian Tracy, emphasizing the importance of setting peace of mind as a primary goal in both life and business. Dr. Michelli explores how consumer skepticism often stems from companies failing to deliver on overambitious promises, highlighting the necessity for business…
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How to lead your customer service team into the AI future
24:06
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Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS teams. We also hear the experiences of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sha…
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The Experience of Benson Mukandiwa at the CX World Games 2024
6:44
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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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138. The Intersection of Brilliance and Resilience in Customer Service Excellence | Simon Bailey
27:41
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Is employee disengagement hurting your business? Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal ins…
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MASTERING CX AND DIGITAL INNOVATION: GLOBAL INSIGHTS
36:51
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Why You Can't Miss This Episode Discover the transformative journey of Hussein M. Dajani as he shares his extensive experience in customer experience, digital transformation, and leadership across top global brands like Nissan, Deloitte Digital, and Red Bull. Hussein's unique insights into customer-centric strategies and innovative solutions will i…
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How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience
28:38
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Customers can tell you why they do something, But they might be wrong. It's not that customers are stupid. No, it is quite the contrary. Customers' thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate mastercla…
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Autonomy and Guidelines - The Art of Front-Line Empowerment
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In this episode, Dr. Michelli addresses the critical issue of why employees leave their jobs, particularly in customer service roles. A significant story shared by a customer experience professional illustrates the problem: a lack of authority to resolve customer issues effectively led to her resignation. This scenario underscores the vital need fo…
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The Experience of Fatima Tomoum at the CX World Games 2024
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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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234: Transforming Customer Experience: Joel Passen on AI, Innovation, and Leadership with Joel Passen
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Joel Passen is a proven technology entrepreneur and leader with 20+ years of success creating value and driving measurable results at the intersections of sales, business development, product strategy, operations and customer experience. Before co-founding Sturdy, a next-gen customer experience solution that helps companies improve customer satisfa…
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What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then rea…
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#118 So fördert die A1 Telekom Austria systematisch die Kundenorientierung. Timo Zöller bei Peter Pirner
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Tim Zöller (Head of Customer Interaction, A1 Telekom Austria) im Gespräch mit Peter Pirner Tauche ein in die Welt der praxiserprobten CXM-Methoden und erfahre, wie die A1 Telekom Austria eine unternehmensweite Kultur der Kundenorientierung schafft. Zu Gast ist Timo Zöller, Head of Customer Interaction bei der A1 Telekom Austria. Er enthüllt die Erf…
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137. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow
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Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create …
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Why You Can't Miss This Episode Join us as we explore the intricacies of customer experience with Sean Albertson, an expert in the field with over two decades of experience. Learn about his innovative "4Rocks" framework that helps businesses transform their customer journeys and drive loyalty. About the Guest Sean Albertson, a CX leader for 20+ yea…
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CX-PRESSO-TALKS #1 Review CX Fest '23 mit Robert Cwicinski & Julian Hertzog
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Im ersten Teil des Gesprächs geht es um die Wiederbelebung des CX Festivals und die Erfahrungen der Teilnehmer. Die Veranstaltung war anders als andere Business-Events und bot eine lockere und authentische Atmosphäre. Die Teilnehmer konnten sich in entspannter Umgebung austauschen und neue Kontakte knüpfen. Das Festival war ein Highlight für alle B…
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As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support
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Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I've mastered strategies for these situations. In this episode, we discuss …
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Maximizing Team Efficiency with AI: Insights from Intercom's Customer Service leaders
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In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Proactive Support, and Leanne Harte, Senior Manager of Customer Support. They'll share valuable insights on effective AI implementation, the impact on support teams, and actionable advice for leaders lo…
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The Experience of Nate Brown at the CX World Games 2024
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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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136. Strengthening Customer Relationships: The Power of Tangible Rewards | Mark Stern
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Are loyalty programs dead? Conventional wisdom says digital engagement is king, but what if the key to customer retention is a balance of digital and tangible elements? In this myth-busting episode of Doing CX Right, Stacy Sherman and Mark Stern challenge the status quo of customer relationships. They explore a counterintuitive approach that might …
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EVOLVING EXCELLENCE: LEADERSHIP & TECHNOLOGY
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Discover the transformative power of customer experience with Heverton Anunciação, a leading expert in the field. Learn actionable strategies to bridge technology and customer service, essential for thriving in today's digital environment. About the Guest: Heverton Anunciação was voted among the world's top 10 influencers in CRM, Data Governance, a…
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How We Weigh Risk In Buying Decisions, The Answer Is Counter-Intuitive. Master Class Part 6: Unlocking the Psychology of Customer Experience
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This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decisi…
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Building the future of AI-first customer service
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This week Intercom’s Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivIa Singerlla and Staff Product Manager Alissa Tyrangiel discuss some exciting news in AI-first customer service. Watch our latest Built For You Episode here: https://www.youtube.com/watch?v=xTAzvif5fzw 😁 Follow the people: https://www.linkedi…
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Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy
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In this episode, Dr. Michelli delves into the pervasive presence of marketing messages in our daily lives and how businesses can transform their communication from ordinary to extraordinary. Drawing inspiration from Saatchi & Saatchi's concept of "Lovemarks" introduced in Kevin Roberts' book "Lovemarks—The Future Beyond Brands," this discussion foc…
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The Experience of Michael Brandt at the CX World Games 2024
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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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The Results Are In: Findings From the First CX Leader Pulse Study
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32:23
It's human nature to compare what we do professionally – and even personally – with others and CX leaders are no different. So Walker, along with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse as a way to give customer experience professionals a look into what companies are, and are not, doing within their CX…
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233: Practical Frameworks and Future Insights for Elevating Customer Experience with Alan Williams and Dave Stubberfield
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Alan Williams is the founder of SERVICEBRAND GLOBAL and advises business leaders internationally to deliver value driven service. Dave Stubberfield is the director of Carter Consultancy and specializes in enabling cultural transformation to help businesses achieve greatness. They are the authors of Supercharging the Customer Experience: How Organiz…
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#117 Marketing Tech Monitor 2024. Technik, Trends und Datendramen. Ralf Strauss bei Peter Pirner
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Ralf Strauss (MarketingTechLab GmbH) im Gespräch mit Peter Pirner In dieser Folge, nehmen wir die neuesten Marketing Technology Trends in der DACH-Region unter die Lupe. Grundlage ist der kürzlich veröffentlichte Marketing Tech Monitor 2024. Mein Gast ist Ralf Strauss. Er ist neben seiner Rolle als Managing Partner der Marketing TechLab Gmbh, die d…
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135. Curing the Healthcare Crisis: A Prescription for Better Patient Experiences | Sharon Weinstein
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Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizat…
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DISTILLED WISDOM: JAY BAER ON HUMAN-CENTRIC TRANSFORMATION AND LEADERSHIP
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Join us as we dive into an insightful conversation with Jay Baer, a renowned customer experience and business growth expert. Discover Jay's unique approach to creating value, his latest book on the power of speed in business, and his intriguing side passion that connects deeply with his professional philosophy. About the Guest Jay Baer is a busines…
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The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience
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Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sun…
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Off Script: Reinventing customer service with AI
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Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer …
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The Experience of Jessica Noble at the CX World Games 2024
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8:16
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
…
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Southwest Airlines' Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience
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In this expanded episode, Dr. Michelli interviews Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines. Their conversation delves into Bill's customer-centric journey and how his foundational roles within the company shaped his approach to customer experience excellence. Starting from his early days i…
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CX leaders have become increasingly effective at taking action on customer feedback. Today many organizations have effective closed-loop programs that efficiently route insights to the right person for timely action. However, there’s a blind spot – the vast majority of customers never provide their feedback. Actually that’s more than a blind spot. …
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232: Embracing Technology and Human Connection in Customer Experience with Vaishali Dialani
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Vaishali Dialani is a multi-award-winning Customer Experience professional in the Middle East, has been recognized as a CXPA Emerging Leader, a finalist for CX Leader of the Year 2023, and has been ranked among the top CXMStars worldwide in both 2023 and 2024. She is a firm believer in the power of knowledge sharing to foster growth and awareness w…
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