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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

454: The War Between Efficiency and Experience

The tension between customer service and efficiency creates many problems, and you'll hear about some interesting examples in this episode. What's more, Jeannie and Adam will discuss the possible solutions, so tune in if this age-old problem has been bothering you as well, so you can finally get rid of it.

By | April 6th, 2021|episodes|0 Comments

453: Chip Bell, Your Customer’s Imagination

Chip looks at customer experience differently than many do today. He is interested in the human stories and the service customers truly want to see, even if they don't ask for it. If you want to learn more about this compelling way of improving customer experience, and get a lot of practical advice, tune in, as this is not an episode you want to miss!

By | March 30th, 2021|episodes|0 Comments

452: The Customer Experience Goalposts Keep Moving

The 2021 Customer Expectations Report by Gladly is out, and Adam and Jeannie talk about some of the more interesting findings from it. These numbers are bound to influence your business, especially since the findings are significantly different than before, and yes, they are partly affected by the global pandemic.

By | March 23rd, 2021|episodes|0 Comments

451: Ramon Ray, Small Business Experience

Ramon Ray talks to us about how important customer experience is for small businesses and why technology is the biggest part of improving the experience today. Ramon explains how to determine which technology you need and gives you some advice he’s learned as a small business owner himself.

By | March 16th, 2021|episodes|0 Comments

450: Gain Insights Through Community

Do you know how valuable the insights gained from active communities can be? If you don't, then this is certainly the episode for you! Jeannie and Adam will discuss things that haven't been covered before yet are extremely important for CX, especially today.

By | March 9th, 2021|episodes|0 Comments

449: Ross Wainwright, Alida: Truth in Action

Managing cultural change is always challenging. Ross discusses the processes and hard decisions behind the transformation from Vision Critical to Alida.

By | March 2nd, 2021|episodes|0 Comments

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.

By | February 23rd, 2021|episodes|0 Comments