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 [...]
June 2020
426: The New Normal for B2B
"The new normal." We keep hearing this phrase all the time, and we're all using it as well. It's perfectly reasonable as the new crisis has changed everything for most industries, but we're rarely focusing [...]
425: Donna Cutting, Rolling Out the Red Carpet for Customers
About Donna Cutting How do you roll out the red carpet for your customers? It's the type of customer service every customer wants, and Donna Cutting is here to talk about how you can manage [...]
424: 5 New Considerations for the Remote Work Era
The remote work era is here to stay, and this has become perfectly clear during the last few months. But there are still important things you need to consider. “We’ve seen a shift, one that’s [...]
423: David Priemer, The Sales Experience
About David Priemer Even though the relationship between sales and customer experience is tightly bound, we still treat them as two different things. This is precisely what we are here to discuss with David Priemer, [...]
422: Lessons from a Joint Virtual Keynote
2020 has been tough, there's no going around it, but Adam and Jeannie have one small silver lining – they got to present twice! The second time was virtual, and they got to present together, [...]
May 2020
421: Michel Feaster, Journey-Centered Experiences
About Michel Feaster There is always a gap between theory and practice of the customer journey. Our guest, Michel Feaster, is here to talk about that very gap and how to close it. Her enterprise [...]
420: Focus on Fundamentals
A lot of the things in most industries have changed dramatically because of the new situation we have found ourselves in. One of those things are the fundamentals in customer service. While they might be [...]
419: Dan Reese, Community and CX
About Dan Reese The online world has changed a lot since its inception. We now have a world where you can find a like-minded community online, no matter what your interests are. We talk about [...]
418: Do We All Need New Journey Maps?
"When the landscape changes, you need new maps." This is a fact when it comes to customer journey maps and that's what we're here to talk about. And if the landscape hasn’t changed significantly since [...]
April 2020
417: Bernadette Smith, Inclusive CX
About Bernadette Smith We recently spoke about lenses in a recent guest episode, and now Bernadette Smith is here to talk about the lenses through which we view each other. Bernadette started 14 Stories in [...]
416: Measure For Insights, Not Just Metrics
How do you measure for insights and not only for metrics? What’s more, why is this a question when it stands to reason that insights from metrics should be more important than the metrics themselves? [...]