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?
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 [...]