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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

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