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418: Do We All Need New Journey Maps?

"When the landscape changes, you need new maps." This is a fact when it comes to customer journey maps and that's what we're here to talk about. And if the landscape hasn’t changed significantly since this whole crisis started, then we don’t know what has! “If you have that map in front of you, you’re [...]

By | May 5th, 2020|episodes|0 Comments

417: Bernadette Smith, Inclusive CX

About Bernadette Smith We recently spoke about lenses in a recent guest episode, and now Bernadette Smith is here to talk about the lenses through which we view each other. Bernadette started 14 Stories in 2004, an award-winning wedding planning firm that specializes in LGBTQ weddings. Her goal was to disrupt this mostly heteronormative industry [...]

By | April 28th, 2020|episodes|0 Comments

416: Measure For Insights, Not Just Metrics

How do you measure for insights and not only for metrics? What’s more, why is this a question when it stands to reason that insights from metrics should be more important than the metrics themselves? “Measurements and the way we measure things have become really important for business leaders.” Unfortunately, measurements have somehow become the [...]

By | April 21st, 2020|episodes|0 Comments

Bonus Episode: Ryan Lester, Digital Transformation for Today

About Ryan Lester Ryan Lester is here to talk about what’s happening with digital transformation, customer experience, and the strange times we’re experiencing. He knows the importance of caring for the customers but also for the teams that serve them. Ryan Lester is the Senior Director of Customer Experience Technologies at LogMeIn. Ryan is passionate [...]

By | April 16th, 2020|episodes|0 Comments

415: Stephen Shapiro, Invisible Solutions

About Stephen Shapiro Stephen Shapiro's new book is out called Invisible Solutions, and it's all about how we can approach problems and problem solving, something that's not often thought about. However, Stephen has thought about it a lot, and this is evident in the fact that there are as many as 25 lenses in his [...]

By | April 14th, 2020|episodes|0 Comments

414: Be Your Customer’s Hero

Adam talks about the upcoming fifth anniversary of Be Your Customer's Hero – Adam's book. For those who don’t know, his book is filled with some great techniques and tips for all of those looking to improve their customer service and become the brand their customers need. All of this advice is useful five years [...]

By | April 7th, 2020|episodes|0 Comments

413: Shep Hyken, The Cult of the Customer Revisited

About Shep Hyken Shep Hyken joins Adam and Jeannie in this episode to talk about the updated version of his book and to make cults cool again! Just kidding, his book is called The Cult of the Customer, and you'll learn what makes it a beneficial read for anyone in the CX-sphere. Shep Hyken is [...]

By | March 31st, 2020|episodes|0 Comments

412: Short Term Urgency with Long-Term Goals

Jeannie is flying solo today, and she wants to discuss how you can make room for the short-term and urgent things while trying to achieve long-term goals. This is especially important today, in the crazy world we’ve been living for the past few weeks. What’s more, it’s especially true in the world of CX. “We [...]

By | March 24th, 2020|episodes|0 Comments

411: Stacy Sherman, Being Customer Centric

About Stacy Sherman It's easy to talk about a customer-centric culture; there's no doubt about that. But how do we actually do it in practice? It takes a lot of community building throughout the organization to really succeed at being customer-centric. That's precisely what our guest, Stacy Sherman talks about! Stacy is an expert in [...]

By | March 17th, 2020|episodes|0 Comments

410: Is Technology Forcing Customer Service Teams to Do Sales?

Is technology forcing customer service teams to do sales? It’s an interesting question and one that’s becoming increasingly apparent to many companies. If we answer the question positively, that will make team members salespeople as well as customer service workers. Technology is already changing their role anyway, so should we actually change it for good? [...]

By | March 9th, 2020|episodes|0 Comments