Experience Matters artwork

Experience Matters

33 episodes - English - Latest episode: 9 months ago -

This resource is sure to equip and entertain you on your Customer Experience journey. By focusing on one critical or perspective related to CX in each episode, you will have the opportunity to learn from incredibly talented experience designers across many different industries and regions. Join us as we find new ways to be there, be aware, and be essential for our customers!

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Episodes

A Step Ahead of Customer Expectations: Jeremy Hyde of Sun Country Airlines

June 29, 2023 15:42 - 31 minutes - 28.6 MB

Jeremy Hyde packs a SERIOUS punch in this dynamic episode. From evolving customer expectations, to forging the circle of psychological safety with employees, to creating a "Voice of the Agent" playbook, this conversation has something for every CX leader.

Accelerated CX Innovation: Aaron Eden of Intuit

June 13, 2023 14:36 - 32 minutes - 29.6 MB

Are you feeling stuck on the path of your CX transformation? This episode with Aaron Eden of Intuit is exactly the kick you need. We share tremendous insights on how to drive customer-centric innovation that will yield huge results in an accelerated timeframe. From "The Lean Start-In" to the famous Intuit "Design for Delight" philosophy, this power-packed episode is sure to inspire!

Embracing Voice of Customer: Jenny Dempsey

May 16, 2023 15:05 - 26 minutes - 23.9 MB

In this episode, host Nate Brown is joined by Jenny Dempsey, Customer Experience Manager for Appeal Sciences for a discussion on the importance of voice of customer. Learn how it can be a rallying point for your CX team and entire company, and how to use it to beat burnout, foster engagement, create trust among teammates, and ultimately, create a better product or service for your customers.

A Contagious CX Energy: Octavius Rubby

April 18, 2023 14:30 - 29 minutes - 26.7 MB

Great experiences are created by great people. Octavius is one of those exceptional individuals who is creating CX magic with every interaction. He is a wonderful example of the type of CX talent most organizations are desperate to find. This dialogue gives us the unique and wonderful opportunity to probe deeper into Octavius's mentality...understanding what motivates him and provides him with the gift of overflowing positive energy. The conversation also features Erica Dorison, another excep...

The Growth Experience: Jonathan Shroyer of Arise

April 04, 2023 13:09 - 31 minutes - 28.8 MB

Join Jonathan Shroyer, Chief CX Innovation Officer at Arise, as we discuss culture building, unlocking creativity across the organization, and fostering a positive growth mentality personally and professionally.

The Digital Experience: Rick DeLisi Co-Author of "Digital Customer Service"

March 21, 2023 13:45 - 26 minutes - 24.3 MB

Join Rick DeLisi, a master of all things customer loyalty, as he explores the increasing role of digital channels in the overall customer experience. Create seamless interactions while guiding customers to the very best resolution path!

Bringing The Pieces Together: Tanya Thomas of Experian

February 10, 2023 19:11 - 34 minutes - 31.2 MB

Tanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transformation!

Episode Four: Bringing The Pieces Together with Tanya Thomas of Experian

February 10, 2023 19:11 - 34 minutes - 31.2 MB

Tanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transformation!

The Player Experience Episode: Dylan Servantes of Hit Factor

January 31, 2023 14:38 - 36 minutes - 33.9 MB

John John Pompei of Arise and Dylan Servantes of Hit Factor as they discuss the fascinating and ever-changing landscape of Player Experience. There is so much to learn no matter what industry you are in from the dynamic things that are unfolding in the gaming space.

Creating Brand Ambassadors: Shana Kelly of DICK'S Sporting Goods

January 10, 2023 20:00 - 27 minutes - 25.2 MB

Join Nate Brown as he interviews the incredible Shana Kelly, Senior Director of Athlete Engagement for DICK'S Sporting Goods. Shana is doing remarkable things to engage her team and her customers...creating meaningful work and generating life-long brand ambassadors along the way!

The Experience Ecosystem: Embracing It All

December 08, 2022 17:19 - 21 minutes - 20 MB

We are BACK with the Experience Matters podcast! Things start off with a bang featuring Rich Wilder, The Director of Customer Experience at CHEP. We discuss the complexities of the larger experience ecosystem...acknowledging several things that are out of our control. Rich provides insights on how we can still take control and design a great overall experience!

Episode 009: 5 Tactical Strategies to Elevate CX Now

February 09, 2022 23:14 - 37 minutes - 34.3 MB

In this podcast episode, Sean and Nate discuss: How consumer behaviors have changed drastically and what this means for brands. How to navigate the VarientVerse - saying hello to the new normal. How to better equip and protect your agents. How to leverage Mission-Driven CX and establish a Brand core to expedite your CX growth engine. …and so much more!   Meet our guests: Sean Wisdom, Senior Vice President of Global Marketing at Arise. He has been a driving force in bringing cutting-...

Episode 008: Navigating The Arise Acquisition- What's next?

December 13, 2021 12:20 - 15 minutes - 14.3 MB

Meet our guests: Jonathan Shroyer  has been a customer service professional and leader for over 23+ years, leading large teams at established companies such as Microsoft, Monster, Symantec, and Autodesk, as well as startups like Postmates, Kabam, and Forte Labs. A thought leader in the industry, Jonathan can often be found speaking at CX conferences, participating in podcasts, and writing about his passion—the future of customer service and the CS marketplace. John Pompei  is a  results-or...

Episode 007: We have big news!

November 29, 2021 14:30 - 29 minutes - 26.6 MB

Meet our guests: Jonathan Shroyer  has been a customer service professional and leader for over 23+ years, leading large teams at established companies such as Microsoft, Monster, Symantec, and Autodesk, as well as startups like Postmates, Kabam, and Forte Labs. A thought leader in the industry, Jonathan can often be found speaking at CX conferences, participating in podcasts, and writing about his passion—the future of customer service and the CS marketplace. John Pompei  is a  results-or...

Episode 006: How to Make Culture the Backbone of Your CX with Denise Lee Yohn and Kyle Hamm

July 15, 2021 12:00 - 35 minutes - 32.4 MB

Meet our guests: Denise Lee Yohn has become an in-demand keynote speaker inspiring business leaders around the world to build great brands and exceptional organizations. Her keynote presentations have captivated international audiences at conferences including TEDx, the Consumer Electronics Show, The Art of Marketing, the National Restaurant Show, and Sustainable Brands, among others, and at corporate events for Facebook, Lexus, NFL, and more. Kyle Hamm, VP of customer experience of Schnei...

Episode 005: How To Reframe Our Perspective Around Patient Experience with Jeannie Walters and Brian Carlson

June 24, 2021 13:00 - 42 minutes - 38.6 MB

Welcome to another episode of the Experience Matters Podcast powered by Officium Labs, each episode we will focus on one challenge, talk to two experts, and offer three innovative solutions to propel you forward and accelerate your customer experience results. Our host, Nate Brown is joined by Jeannie Walters and Brian Carlson to talk about patient experience and how we can better reframe our perspective- even as CX professionals. Let’s work together to make experiences that matter! Meet ...

Episode 004: How To Enhance Both The Perceptions And Outcomes Of Your Customers with Mary Drumond and Paula Friedrich

June 10, 2021 13:00 - 42 minutes - 38.5 MB

Welcome to another episode of the Experience Matters Podcast powered by Officium Labs, each episode we will focus on one challenge, talk to two experts, and offer three innovative solutions to propel you forward and accelerate your customer experience results. Our host Nate Brown is joined by Paula Friedrich and Mary Drumond, two of the greatest minds in the CX field who will take a dive deep into the psychology of customer experience to understand how we can enhance both the perceptions an...

Episode 003: Embedding Customer Centricity Since Day One with Joanna Dos Santos and John Pompei

May 14, 2021 13:10 - 34 minutes - 31.7 MB

Meet our guests: Joanna Dos Santos  is the Head of Customer Experience at Mid-Day Squares, a chocolate company located in Canada and currently scaling into the USA, which offers functional chocolate bars that are fully organic, vegan, nonGMO, gluten and soy free. John Pompei is a  results-oriented leader, with extensive experience driving operational excellence in support of customers and partners. He is experienced in navigating large organizations, developing collaborative relationships ...

Episode 002: Diversity and Inclusion at the Heart of Your CX Initiative with Clare Muscutt and Shameem Smillie

April 29, 2021 12:00 - 33 minutes - 31 MB

Meet our guests: Clare Muscutt is the founder of a unique community for women in Customer Experience. Launched on International Women’s Day 2021. WiCX is an online membership community for women united by a common interest in CX. It offers a platform to the women in our community, along with curated events, resources and content to help women overcome their challenges in and out of the workplace.  60 strong founding members from 40 countries, use customer experience to design and deliver th...

Episode 001: Achieving a Mission-Driven Customer Experience with Jeanne Bliss and Katie Hunt

April 15, 2021 12:00 - 27 minutes - 25.1 MB

Meet our guests: Jeanne Bliss guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best-selling books on customer experience and leadership are the g...

The Challenge of Creating a Seamless Experience with Partners To Accelerate Results: Cristin Pierce

November 19, 2020 01:59 - 17 minutes - 15.9 MB

Cristin Pierce, Director of Business Operations at Officium Labs, joins us on this special episode of the Experience Matters Podcast to tackle the challenge of creating a seamless experience with partners to accelerate results.  The 3 Punches covered in this episode: How do you pick the right partners/vendors? Getting on the same page with your partners/vendors to ensure a seamless experience Evolving together- the importance of knowledge and mentorship Have questions for Cristin? Conne...

The Challenge of Frontline Engagement: Karin Hurt and David Dye

July 27, 2020 18:56 - 37 minutes - 34.2 MB

Karin Hurt and David Dye's new book, Courageous Cultures comes out on July 28th! https://www.amazon.com/Courageous-Cultures-Karin-Hurt/dp/1400219531

The Challenge of Obtaining Customer Service Talent: Jerry Leisure, CEO of Officium Labs

July 22, 2020 15:24 - 21 minutes - 19.2 MB

Learn more about TalentPlace and take the next steps in evolving your customer service team here: https://www.officiumlabs.io/for-clients

The Challenge of Servant Leadership: Rachelle Dever, Hospitality Innovator

July 01, 2020 15:32 - 25 minutes - 23.5 MB

Connect with Rachelle on LinkedIn: https://www.linkedin.com/in/rachelle-dever-b8b9193/ Link to "The Nine Most Promotable Skills" resource inspired by Jeff Haden: https://www.linkedin.com/posts/cxaccelerator_cx-customerexperience-customerservice-activity-6651476726348083201-9diZ  

The Challenge of Leading with no Fear: Steve Gutzler of Leadership Quest

June 05, 2020 14:53 - 24 minutes - 22.4 MB

Be sure to catch Steve's book, Lead With No Fear, coming out June 16th! https://www.stevegutzler.com/join-vip-list/

The Challenge of Leading an Energized Team: Matt Beckwith of Clark Pest Control

May 14, 2020 13:54 - 16 minutes - 14.8 MB

Matt Beckwith is one of the most exciting and dynamic leaders we've ever seen in the Customer Service / Customer Experience space. Learn his techniques for winning the loyalty of his team and keeping the energy up while serving customers!

The Challenge of Effective Automation: Sheryl Walton of Autodesk

May 07, 2020 14:17 - 12 minutes - 11.6 MB

Everyone is talking about customer service automation, but very few companies are doing it well. Sheryl Walton breaks down a highly effective path for successful automation, and makes it easy to understand the key steps. Sheryl is a well-known veteran in the automation space and has been designing successful programs for years.

The Challenge of Mental Health: Phil Herndon of Sage Hill Counseling

April 29, 2020 20:38 - 24 minutes - 22.7 MB

Link to Full Blog: https://www.officiumlabs.io/blog/a-hitchhikers-guide-to-the-pandemic-three-rules-for-maintaining-mental-health-during-the-covid-19-crisis-and-beyond

The Challenge of Work From Home: Aarde Cosseboom of TechStyle

April 28, 2020 22:01 - 17 minutes - 16.1 MB

Aarde's Book, "Enable Better Service" - https://www.amazon.com/Aarde-Cosseboom/e/B07S4B4V8M%3Fref=dbs_a_mng_rwt_scns_share Tips on how to increase engagement as a remote team: https://www.officiumlabs.io/blog/how-to-increase-engagement-as-a-remote-team

The Challenge of ROI: Jerry Leisure of Officium Labs

March 31, 2020 22:04 - 21 minutes - 20 MB

The challenge of this episode is a big one...how can CX professionals prove the value of their work. Everything from creating CX allies, to challenging the way we view metrics and source talent. Enjoy!

The Challenge of Empathy: Brett Frazer with Sun Basket

March 31, 2020 21:51 - 17 minutes - 15.8 MB

Episode one featuring Brett Frazer of Sun Basket speaking towards the challenge of developing customer empathy inside of our teams.

The Challenge of Empathy: Brett Frazer of Sun Basket

March 31, 2020 21:51 - 17 minutes - 15.8 MB

Episode one featuring Brett Frazer of Sun Basket speaking towards the challenge of developing customer empathy inside of our teams.

Experience Matters Teaser Trailer

February 02, 2020 06:12 - 40 seconds - 610 KB

Music from https://filmmusic.io "Wallpaper" by Kevin MacLeod (https://incompetech.com) License: CC BY (http://creativecommons.org/licenses/by/4.0/)   https://incompetech.filmmusic.io/genres/genre/contemporary/

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@officiumlabs 8 Episodes