448: How Will Consumer Sentiment Affect CX in 2021?
There’s no going around the pandemic when we’re talking about CX, so it’s crucial for every business to consider what will return to normal and what will stay as it was for most of 2020.
447: Steven Van Belleghem, The Offer You Can’t Refuse
Steven understands the nuances of customer experience and the small details many others tend to miss. He also knows how smaller companies can improve their customer experiences, so there's a lot of value you can gain from his words.
446: Digital Customer Behavior
AI and machine learning are changing the game, and we are bound to see more benefits for the world of customer experience very soon. The current goal is to automate routine interactions and leave humans open to deal with the more complex ones.
445: Christine Rimer, Learning from the Data
2020 changed a lot of things for both customers and customer experience leaders. Christine Rimer works with customer experience leaders and knows exactly what troubles them and how to help them.
444: Season Intro
Crack the Customer Code is back! There are a lot of changes and improvements to the show you’re bound to love!
443: Bourbon Summit #4
We are making a few changes that we think will provide a different way to experience Crack The Customer Code.
442: Terrible Customer Communication
Companies should prepare training for their employees, and leaders should learn in advance what works and what doesn't.
441: James Dodkins, Rockstar CX
When leaders foster working environments that permit individuals to be unique amongst their peers, they achieve better business outcomes.
440: When Employees Want to Keep Working at Home
The one thing we've learned about 2020 is that we could never have predicted the year.
439: Clare Muscutt, Empowering Women in CX
Clare Muscutt is recognized as one of the most prominent and valued millennial voices in CX. She is an international consultant, keynote speaker, and soon to be author.