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.
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.
462: Shep Hyken
Shep Hyken shares why customers terminate their business with you and what you can do to increase your retention rates.
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.
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.
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.
458: Bourbon Summit, Season Finale
In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this season has witnessed.
457: Tom Karinshak, Navigating Change at Comcast
2020 has been a hectic year for everyone, but some companies have managed to come out on top thanks to great strategies, care for their customers, and top-notch leadership.
456: Ovetta Sampson, Empowerment Through Design
AI is everywhere, and it influences every life in one way or another, yet people rarely understand it. But Ovetta Sampson has a lot of interesting advice to give leaders who are not yet familiar enough with AI and data.
455: Riaz Raihan, Improving CX with AI
AI is beneficial to some, but a complete mystery to most. It’s a problem that should be remedied as AI can be incredibly helpful to a lot of companies, as long as they implement it correctly. Riaz Raihan and his company Alida know that well, so he is here to talk about how to use it in customer experience, how to deal with the problems that that many experience with AI, and so much more.