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So far Jeannie Walters has created 137 blog entries.

492: Zhecho Dobrev, The Value of Emotions

Business leaders in general are overlooking emotions, and that's been a challenge for a really long time. So much has to be data driven, and of course, nobody looks at emotions as data. Zhecho shares how he has conversations with data driven leaders to convince them that investing in the emotional relationship with customers will actually pay off for their organization.

By | October 4th, 2022|episodes|0 Comments

491: Answer to Abusive Customers: Shut Down Support?

There certainly are instances where things get so bad that the only solution seems to be shutting down specific lines of communication. What's more, in some cases, customers tend to complain of something that's not even in the job description of the agents. So, what's the solution? Naturally, it's not as simple as some think, so tune in to hear what Jeannie and Adam have to say.

By | September 27th, 2022|episodes|0 Comments

490: Deon Nicholas, Human-Centered AI

Forethought is at the forefront of AI technology, and they are working on it with a genuine human approach. Their conversational AI is there to help both the customers and the customer service agents. Deon Nicholas has a lot to say about his company's solution, and he's also here with a special offer for all Crack the Customer Code listeners.

By | September 20th, 2022|episodes|0 Comments

489: Customer Health Score

Knowing how your customers are doing is the bare minimum of what companies can do with customer experience, but so many don’t succeed in that as they are focusing on bigger metrics. However, this knowledge is crucial in improving user experience, which is why the customer health score metric is an important figure to follow.

By | September 13th, 2022|episodes|0 Comments

488: Dr. Shirley Davis, Inclusive Leadership

Dr. Shirley Davis has a lot of fascinating insight to bring to you on how HR should work today, how cultural change can happen in a company, and much more. Most importantly, she has an interesting way of implementing diversity, equity, and inclusion into any organization. She talks about that in her new book, but you can also get some of those insights if you tune into this episode!

By | September 6th, 2022|episodes|0 Comments

487: Season Intro

Crack the Customer Code is back on the air! It's the start of a new season, and Jeannie and Adam are ready to help you solve your latest CX conundrums and bring a host of guests to share their valuable insights.

By | September 5th, 2022|episodes|0 Comments

486: Bourbon Summit, Season Finale

We've had a lot of guests this season and learned a lot of fascinating lessons on the future of CX, but more importantly, on what won't change in our industry. So, tune in to get a quick recap of what happened in this season and, of course, to learn about the bourbons Adam and Jeannie are drinking.

By | April 19th, 2022|episodes|0 Comments

485: David Sakamoto, The Power of Transparency

What does it mean to be authentic and transparent in customer and employee experience? More importantly, how does that work in practice? That's precisely what we are talking about with our guest David Sakamoto.

By | April 12th, 2022|episodes|0 Comments

484: Empathy and Leadership

In this episode, we will talk a little bit about empathy and its importance in business. It’s all because empathy plays a crucial role in improving your organization. There are specific connections between empathy and business results, and that’s precisely what we are here to unravel.

By | April 5th, 2022|episodes|0 Comments

483: Donna Cutting, Employees First!

Keeping employees motivated and having a sense of purpose is crucial in keeping them happy. It's even more crucial today in the era of the Great Resignation. Thankfully, Donna has some interesting suggestions in her upcoming book, but she'll also share some thoughts in our talk today. Even if your company doesn't sell a life-changing product, there are still ways to give every team member a sense of purpose.

By | March 29th, 2022|episodes|0 Comments