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Show Notes

/Show Notes

April 2021

458: Bourbon Summit, Season Finale

In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this season has witnessed.

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.

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.

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.

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.

March 2021

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!

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.

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.

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.

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.

February 2021

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.

447: Steven Van Belleghem, The Offer You Can’t Refuse

Steven understands the nuances of customer experience and the small details many others tend to miss. He also knows how smaller companies can improve their customer experiences, so there's a lot of value you can gain from his words.

446: Digital Customer Behavior

AI and machine learning are changing the game, and we are bound to see more benefits for the world of customer experience very soon. The current goal is to automate routine interactions and leave humans open to deal with the more complex ones.

445: Christine Rimer, Learning from the Data

2020 changed a lot of things for both customers and customer experience leaders. Christine Rimer works with customer experience leaders and knows exactly what troubles them and how to help them.

444: Season Intro

Crack the Customer Code is back! There are a lot of changes and improvements to the show you’re bound to love!

October 2020

443: Bourbon Summit #4

We are making a few changes that we think will provide a different way to experience Crack The Customer Code.

442: Terrible Customer Communication

Companies should prepare training for their employees, and leaders should learn in advance what works and what doesn't.

441: James Dodkins, Rockstar CX

When leaders foster working environments that permit individuals to be unique amongst their peers, they achieve better business outcomes.

440: When Employees Want to Keep Working at Home

The one thing we've learned about 2020 is that we could never have predicted the year.

September 2020

439: Clare Muscutt, Empowering Women in CX

Clare Muscutt is recognized as one of the most prominent and valued millennial voices in CX. She is an international consultant, keynote speaker, and soon to be author.

438: Stay Focused

In this episode, you'll learn how to improve your focus. The key is to try and stay persistent for a while, and you could see the benefits very soon!

437: John Garrett, What’s Your And?

When leaders foster working environments that permit individuals to be unique amongst their peers, they achieve better business outcomes.

436: Supporting Your Retail Employees in an Angry World

How leaders can support their retail employees in this angry world.

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?