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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

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.

By | April 27th, 2021|episodes|0 Comments

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.

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

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.

By | April 13th, 2021|episodes|0 Comments