435: Eric Prugh, Self Service Customer Experience
Why should we do self-service, how can you do it, and how can you incorporate it into customer experience?
434: CX in Stay-At-Home Scenarios (AR/AI)
How can we think about the customer journey to make sure that all customers are as comfortable as they can be?
433: Neal Schaffer, The Age of Influence
As customer experience people, we might think that influencer marketing does not apply to us, but it absolutely does. It’s part of the customer experience and the way we conserve customers.
432: Cross-functional Leadership for CX Success
Jeannie is on a solo mission today to help you with some ideas for building cross-functional leadership support. The ideas are bound to fix some gaps in your knowledge and help you reach that CX success every company is looking to get. “What are the overall goals for your company, and how can efforts in [...]
431: Alain Hunkins, Cracking the Leadership Code
About Alain Hunkins We are not the only ones cracking codes any longer! Alain Hunkins, our guest, has cracked the ultimate code in his latest book, Cracking the Leadership Code, which spent a whole month as the number one bestselling new release in its category on Amazon. Alain Hunkins is a sought-after leadership speaker, consultant, [...]
430: Are Consumer Behavior Patterns Permanently Changed Because of COVID?
Are consumer behavior patterns now completely different because of COVID-19? Malcolm Gladwell, the famous author and researcher, talked about how the world will be different because of COVID0-19. "There are three areas that are never going to be the same again." Some things will change more, and others will change less. However, the things that [...]
429: Stephanie Thum, Inclusive CX
We haven’t discussed inclusive customer experience on this podcast, so we are excited to talk to our guest today – Stephanie Thum, as that's one of the main things she specializes in. She is a Certified Customer Experience Professional who started in the CX profession for the B2B market. Many people know her as one [...]
428: Are COVID Surcharges Good or Bad CX?
Companies have already started adding surcharges because of COVID-19. Companies, especially restaurants, are adding these surcharges as they believe it’s a way to recuperate some of their losses. Naturally, some customers are OK with this, but others aren’t. Are these surcharges good or bad for CX? “Any type of extra charge is always a customer [...]
427: Michel Falcon, Post-Pandemic Restaurant Experience
About Michel Falcon It’s a tough time for the restaurant industry right now, and Michel Falcon is here to truly open up about it, and lead a conversation we all need to hear. He is an entrepreneur, international keynote speaker, and author who leverages his People-First Culture philosophy to create customer experience, employee engagement, and [...]
426: The New Normal for B2B
"The new normal." We keep hearing this phrase all the time, and we're all using it as well. It's perfectly reasonable as the new crisis has changed everything for most industries, but we're rarely focusing on one very important part – the B2B market. How is the new normal affecting B2B? "Even before the pandemic, [...]