470.223.CODE (2633) | thecustomercode@gmail.com

Show Notes

/Show Notes

March 2021

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?

August 2020

434: CX in Stay-At-Home Scenarios (AR/AI)

How can we think about the customer journey to make sure that all customers are as comfortable as they can be?

433: Neal Schaffer, The Age of Influence

As customer experience people, we might think that influencer marketing does not apply to us, but it absolutely does. It’s part of the customer experience and the way we conserve customers.

432: Cross-functional Leadership for CX Success

Jeannie is on a solo mission today to help you with some ideas for building cross-functional leadership support. The ideas are bound to fix some gaps in your knowledge and help you reach that CX [...]

431: Alain Hunkins, Cracking the Leadership Code

About Alain Hunkins We are not the only ones cracking codes any longer! Alain Hunkins, our guest, has cracked the ultimate code in his latest book, Cracking the Leadership Code, which spent a whole month [...]

July 2020

430: Are Consumer Behavior Patterns Permanently Changed Because of COVID?

Are consumer behavior patterns now completely different because of COVID-19? Malcolm Gladwell, the famous author and researcher, talked about how the world will be different because of COVID0-19. "There are three areas that are never [...]

429: Stephanie Thum, Inclusive CX

We haven’t discussed inclusive customer experience on this podcast, so we are excited to talk to our guest today – Stephanie Thum, as that's one of the main things she specializes in. She is a [...]

428: Are COVID Surcharges Good or Bad CX?

Companies have already started adding surcharges because of COVID-19. Companies, especially restaurants, are adding these surcharges as they believe it’s a way to recuperate some of their losses. Naturally, some customers are OK with this, [...]

427: Michel Falcon, Post-Pandemic Restaurant Experience

About Michel Falcon It’s a tough time for the restaurant industry right now, and Michel Falcon is here to truly open up about it, and lead a conversation we all need to hear. He is [...]