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episodes

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Bonus Episode: Noa Danon

We’ve talked a lot about Artificial Intelligence (AI) on this podcast. But often we’re talking about it in a consumer-facing context. Our conversation with Noa Danon explores concepts that apply beyond the typical Business-to-Consumer (B2C) relationship. What's really interesting is how EverAfter uses the data they have to strengthen the relationship with Business-to-Business (B2B) customers, which can be really challenging.

By | September 20th, 2021|episodes|0 Comments

466: David Horsager

A term we use a lot in business and customer experience is 'confidence', but where does that confidence come from? It comes from trust. It's easy to forget how fundamental trust is to any relationship, including economic relationships. When we talk about the whole customer experience journey, we need trust to move forward with all elements of the customer experience. This is such an interesting topic to unpack.

By | September 14th, 2021|episodes|0 Comments

465: Customer Effort 2.0

The worst of the pandemic is behind us, but a big question arises: How tolerant are customers now? Or better said, are they more or less tolerant than they were before the pandemic?

By | September 7th, 2021|episodes|0 Comments

464: Theodora Lau

Theo has a lot of interesting opinions on how customer experience works and should work. She’ll also tell you how things are changing and how AI can help in customer experience.

By | August 31st, 2021|episodes|0 Comments

463: Pronouns and How to Use Them

Customer service agents are getting better at referring to people using gender-neutral pronouns, but this can always improve, and it should improve. Leaders need to take action and work on this so every customer can feel at ease when dealing with your company. 

By | August 24th, 2021|episodes|0 Comments

462: Shep Hyken

Shep Hyken shares why customers terminate their business with you and what you can do to increase your retention rates.

By | August 17th, 2021|episodes|0 Comments

461: How Customer Experience Management Has Changed

There’s a big difference between customer experience and customer experience management, which is a central point that will be elaborated on in this episode. It's a distinction that should interest every leader and anyone working in the customer experience sector.

By | August 10th, 2021|episodes|0 Comments

460: Alison Lichtenstein, Who Is the Media’s Customer? CX at Dow Jones

Alison has a lot of exciting advice to give to all types of leaders looking to improve their companies' customer experience. She particularly has a bit of advice for leaders of companies that haven't had customers in the past but suddenly need to change to a more customer-centric model.

By | August 3rd, 2021|episodes|0 Comments

459: Season Intro

Your two favorite hosts are here to tell you about the new topics they’ll cover in the episodes to come. This is a quick intro to the new season, but tune in to learn what you can expect to get in the weeks and months to come.

By | August 2nd, 2021|episodes|0 Comments

458: Bourbon Summit, Season Finale

In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this season has witnessed.

By | April 30th, 2021|episodes|0 Comments