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Show Notes

/Show Notes

January 2020

402: Focusing Your CX Team in 2020

We are very excited about 2020. However, as every new year starts, organizations are trying to get back into the game after the holidays, and things like the customer-centric focus tend to get lost in [...]

401: Annette Franz, Customer Understanding

About Annette Franz Annette Franz has a wonderful new book she named Customer Understanding. Annette is a CCXP and the founder and CEO of CX Journey Inc – a customer experience consultancy. With more than [...]

December 2019

400 Episodes (and we’re still talking to each other)

Welcome to a very special episode of Crack the Customer Code – our 400th episode! For such a special occasion, we thought we would look back at history. It's been so long since we started [...]

399: Alexandra Watkins, Choosing Brand and Product Names

About Alexandra Watkins Alexandra Watkins is the author of ‘Hello, My Name is Awesome’ and Chief Executive Boss Lady of ‘Eat My Words’, a branding firm specializing in names that make people smile instead of [...]

398: Will CX Become Winner Takes All?

The customer wins, the company wins, the team wins, everyone wins! That's the beauty of CX, and that's why it's important. In this episode, we talk about the latest research that suggests that successful CX [...]

November 2019

397: Steve Farber, Love is Good Business!

About Steve Farber We are here to talk about something that’s often forgotten in the world of business – love. We are joined by Steve Farber, the former Vice President of the legendary management guru [...]

396: Kill The Siloes!

In this solo episode with Jeannie Walters, she talks about siloes – the often discussed term in the business world, and especially in customer experience. They are such a vital problem today that we often [...]

395: Guy Marion, Subscription Economy Retention

About Guy Marion Guy Marion has a unique position to give us an inside scope of the retention and subscription industry. He talks a lot about how it works and what leaders can do to [...]

394: Do You Need A CX Think Week?

Thinking about thinking matters! It's not a weird concept, and it's not a tautology, it's a valid concept which we seem to have forgotten entirely. The world of today is so hectic and distracting that [...]

October 2019

393: Antony Brydon, AI Customer Service

About Antony Brydon Artificial intelligence (AI) is a big part of our world today, and it’s affecting customer experience as well. That’s why we are here today with our guest Antony Brydon to talk about [...]

392: Don’t Let Contractors Ruin Your Customer Experience

The freelancer or contractor economy has risen with great might and has started to influence the overall customer experience in different ways. From the way it limits the delivery of excellent customer experience, to how [...]

391: Max Israel, Art + Science of CX

About Max Israel Max Israel is founder and CEO of Customerville, the design-driven customer feedback platform. Customerville blends technology with art and behavioral science to make customer experience surveys richly engaging, for customers and employees [...]

390: 3 Ways to Be More Customer Centric

Today's episode of Crack the Customer Code is a short one. Adam is flying solo at the moment, but he has a lot to say about being customer-centric. Adam shares the three main tactics that [...]

389: Tiffani Bova, Growth IQ

About Tiffani Bova Tiffani Bova is the Global Customer Growth and Innovation Evangelist for Salesforce and the author of the Wall Street Journal bestseller Growth IQ: Get Smarter about the Choices That Will Make Or [...]

September 2019

388: The Tech Leader’s Role in CX

Customer experience is continuously evolving today. What's more, the use of technology goes hand in hand with it. As a direct consequence of this, the role of the chief technology officer or the CTO is [...]

387: Stan Phelps Talks Pink Goldfish

About Stan Phelps Our guest today is Stan Phelps, a long time friend, who is once again joining us on the show. We are going to continue our talk about the goldfish series. Today, it's [...]

386: Is the Customer Journey Dead?

Is the customer journey dead? According to an article in CMS Wire titled The Customer Journey is Over, it is. However, is that truly the case? Is the customer journey surely over, or is the [...]

385: Bill Guertin, The Fan Experience

About Bill Guertin The sports fan experience is so much more than it used to be. Now it involves the game, the food, comfort at the stadium, and a lot more. It has changed significantly, [...]

August 2019

384: Your Customer’s Ecosystem

Consider the ecosystem that your customers live in with your brand. While we often talk about customer journeys, we need to consider the context of that journey in a bigger ecosystem. Your customers are often [...]

383: Engaging Your Superfans

Jeannie and Adam recently attended the National Speakers Association 2019 Conference in Denver, Colorado where they had fun, learned new things, and brought back a valuable takeaway for business owners. What is the difference between [...]

382: When Acronyms Escape

Do organizations overuse acronyms when talking to customers? Using acronyms internally is okay, but what happens when they escape and suddenly, customers use them? We discuss how organizations confuse customers and how organizations can improve [...]

381: Julie Ann Sullivan, Catalysts of Culture

About Julie Ann Sullivan We welcome back Julie Ann Sullivan, a business culture expert, professional member of the National Speakers Association, Leadership Coach, and host of the Formerly Mere Mortals Unite podcast. The last time [...]

July 2019

380: Bourbon Summit #3

Sometimes we all need to have some fun! Welcome to our third Bourbon Summit! For those not aware, it’s when we simply sit down, take a glass of our favorite bourbon, and relax. We don't [...]

379: Allen Adamson, Shift Ahead

About Allen Adamson Allen Adamson has worked with a broad spectrum of consumer and corporate industries ranging from packaged goods and technology, to health care and financial services, to hospitality and entertainment, as well as [...]