Science of CX
238 episodes - English - Latest episode: about 2 months ago - ★★★★★ - 95 ratingsCX Connoisseur, Steve Pappas, shares his insights on how to turn your customers into loyal brand ambassadors.
Known for his relentless pursuit of all things 'customer', Steve knows how to help your business and create experiences that customers respond to.
Listen to Steve's insights. Learn to grow and accelerate your business.
Learn more: www.scienceofcx.com
Homepage Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Episodes
The Keys to Writing Great Personas for CX
August 19, 2020 10:00 - 37 minutes - 51.6 MBIn this new episode, Steve and Angela discuss all of the aspects of researching and developing better personas for your CX Initiatives.
The Keys to Writing Great Personas for CX with Ardath Albee
August 19, 2020 10:00 - 37 minutes - 51.6 MBIn this new episode, Steve and Angela discuss all of the aspects of researching and developing better personas for your CX Initiatives.
Determining the Killer Metrics for Your CX Initiative
August 14, 2020 09:00 - 33 minutes - 30.3 MBIn this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.
Determining the Killer Metrics for Your CX Initiative with Jim Tincher
August 14, 2020 09:00 - 33 minutes - 30.3 MBIn this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.
Show Don’t Tell Your Customers Incredible Value with Brenden Kumarasamy
August 12, 2020 09:00 - 32 minutes - 30.2 MBSteve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed than ever before, being average doesn’t make it anymore.
Show Don’t Tell Your Customers Incredible Value
August 12, 2020 09:00 - 32 minutes - 30.2 MBSteve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed than ever before, being average doesn’t make it anymore.
The Intersection of Sales, Marketing and CX with Brandon Tidd
August 07, 2020 09:00 - 29 minutes - 26.9 MBIn this episode, Steve Pappas and BrandonTidd discuss where Sales, Marketing and CX meet in a "hub" around the Customer.
The Intersection of Sales, Marketing and CX
August 07, 2020 09:00 - 29 minutes - 26.9 MBIn this episode, Steve Pappas and BrandonTidd discuss where Sales, Marketing and CX meet in a "hub" around the Customer.
Employees are the Customers of Change with Steve Salisbury
August 05, 2020 09:00 - 26 minutes - 24.3 MBIn this episode, Steve Pappas discusses with Steve Salisbury, how to look to your employees to foster positive change around CX, how to enagege the resistors and create Active Leadership Models in your business.
Employees are the Customers of Change
August 05, 2020 09:00 - 26 minutes - 24.3 MBIn this episode, Steve Pappas discusses with Steve Salisbury, how to look to your employees to foster positive change around CX, how to enagege the resistors and create Active Leadership Models in your business.
Contact Center in Crisis: The New Pivot on the Conferences Pre-COVID
August 02, 2020 22:33 - 24 minutes - 33 MBIn this Special Edition Episode, Steve talks with Valerie McSorley, a 25 year veteran event organizer in the Contact Center and CX Space. They discuss the need for a wholesale pivot from the pre-COVID conferences to something unique online that gives folks a sharing, networking and learning platform to help move forward.
Customer Journey Orchestration with Mark Smith of Kitewheel
July 31, 2020 09:00 - 38 minutes - 35.6 MBSteve interviews, Mark Smith, Ph.D, President of Kitewheel, a Boston-based Customer Journey Orchestration Hub for managing customer journeys across all business channels.
The Celebrity Guest Experience with Jill Raff
July 29, 2020 09:00 - 35 minutes - 28.8 MBSteve's guest today is Jill Raff, as she dscusses how she began understanding Ray Kroc's CX approach when her Dad bought a McDonalds franchise. She has evolved that methodology throughout her career as she speaks and does workshops/training in The Celebrity Guest Experience.
Designing a Customer-Centric Culture with Annette Franz
July 24, 2020 09:00 - 35 minutes - 32.4 MBThis week Steve and Angela welcome CX thought leader, coach, keynote speaker, and author Annette Franz, to talk about designing a customer-centric culture.
Training Agents to Write Great Customer Content with Leslie O'Flahavan
July 22, 2020 09:00 - 37 minutes - 34 MBThis week Steve talks with Leslie O'Flahavan, owner of consulting company E-WRITE, about training our customer service reps to be great writers.
Journey Mapping the Customer Experience with Dennis Gershowitz
July 17, 2020 09:00 - 30 minutes - 28 MBThis week Steve talks with Dennis Gershowitz, Principal of DG Associates, about journey mapping the customer experience.
Walking the Guest Path with Bradley Sax
July 15, 2020 09:00 - 28 minutes - 25.7 MBOn this episode Steve welcomes Bradley Sax, director of customer experience and operational excellence practices for Delaware North, about walking the guest path.
Walking the Guest Path with Bradly Sax
July 15, 2020 09:00 - 28 minutes - 25.7 MBOn this episode Steve welcomes Bradly Sax, director of customer experience and operational excellence practices for Delaware North, about walking the guest path.
Transparent Service in the Hospitality Industry with Derrick Ricca
July 10, 2020 09:00 - 34 minutes - 23.6 MBThis week Steve and Angela talk with Derrick Ricca, a 25-year veteran of the hospitality industry, about providing transparent service to customers.
Finding the Voice of the Customer with Colin Crowley
July 08, 2020 09:00 - 40 minutes - 27.7 MBIn this episode of the Steve & Angela talk with Colin Crowley, award-winning playwright & VP of Customer Experience at Freshly, about finding the voice of the customer.
Automation Meets Customer Service with Jim Sinur
July 03, 2020 09:00 - 32 minutes - 22.4 MBThis week Steve talks with Jim Sinur, independent thought-leader and CEO of Flueresque, about how automation and new technologies can play a role in improving customer service.
Customer Listening and Research Intelligence with Martha Brooke
July 01, 2020 09:00 - 30 minutes - 21.2 MBSteve welcomes Martha Brooke, founder of Interaction Metrics & Certified Customer Experience Professional, for a deep dive into customer listening and research intelligence.
Creating a Seamless CX Across All Channels with Bill Albert
June 26, 2020 09:00 - 33 minutes - 22.8 MBThis week Steve & Angela welcome UX research pioneer and Bentley University User Experience Center Executive Director Bill Albert to discuss improving CX and usability across all channels.
Reimagining the Healthcare Industry with Tom Koulopoulos
June 24, 2020 09:00 - 41 minutes - 28.7 MBThis week Steve & Angela welcome renowned author, futurist, and speaker Tom Koulopoulos to the Science of CX to talk about reimagining our healthcare industry. Learn more about Tom at http://tkspeaks.com/
Beating Consumer Expectations as the Country Reopens
June 10, 2020 09:00 - 32 minutes - 22.4 MBAs the country prepares to reopen, Angela and Steve look at new consumer expectations and how businesses can use good CX practices to exceed them.
Exploring Panviva's New CX Influencers eBook
June 03, 2020 09:00 - 16 minutes - 11.7 MBIn this week's episode Steve gives an overview of Panviva's latest eBook 'Build a Better CX', showcasing some of the top CX influencers in the industry.
The Curbside Take-Out Experience and the Disruption of the Food Service Industry
May 27, 2020 09:01 - 25 minutes - 17.2 MBThis week Steve and Angela discuss the disruption of the food service industry and examine some ways local businesses have been handling the curbside customer experience.
Managing a Remote Work Force with Our New Co-Host Angela Simpson
May 20, 2020 09:00 - 34 minutes - 23.8 MBThis week Steve welcomes our new co-host Angela Simpson and her 25+ years of healthcare experience to the Science of CX. In their first episode together, they discuss tips for managing a productive remote workforce.
Gamifying Engagement in Remote Teams with Luke Jamieson
May 08, 2020 09:00 - 19 minutes - 18.1 MBThis week Steve interviews Luke Jamieson of Playfulli to talk about how we can use gamification and microlearning to engage teams while working remotely.
Employee Experience is Embedded into CX
April 29, 2020 09:00 - 11 minutes - 10.4 MBIn this episode Steve addresses the alarming statistic that only 53% of employees feel engaged at work, and also gives a few helpful tips for how your organization can improve employee engagement with great CX.
Healthcare Adapting in the Age of COVID-19: Physical Therapy with Dr. Brett Ashenfelter
April 24, 2020 09:00 - 20 minutes - 18.5 MBIn a new series investigating how COVID-19 is changing the healthcare landscape, Steve talks with NH-based physical therapist Dr. Brett Ashenfelter.
CX Strategy Tips During COVID-19
April 01, 2020 04:05 - 8 minutes - 8.11 MBSteve shares some important Customer Experience strategies for maintaining your customer experience during the COVID-19 epidemic.
Can CX Truly Be a Competitive Advantage?
March 25, 2020 09:00 - 10 minutes - 7.24 MBIn this episode Steve discusses how to turn CX into a competitive advantage by being memorable and remarkable.
How to Identify CX Leaks
March 11, 2020 09:00 - 14 minutes - 10.1 MBIn this episode Steve helps you identify some common CX pitfalls in the customer buying process, and how to avoid them. You can view the infographic referenced in this podcast here: https://marketing.panviva.com/acton/media/1856/getting-into-the-mind-of-your-customer
Who Benefits from a CX Focus?
February 26, 2020 10:00 - 17 minutes - 11.9 MBThis week's podcast looks at the different business situations where an organization can benefit from focusing on CX.
Falling in Love with a Brand
February 14, 2020 15:07 - 10 minutes - 7.17 MBA special Valentine's Day episode on the conditions that let us fall in love with a brand.
7 Steps to Superior CX
February 12, 2020 10:00 - 23 minutes - 16.4 MBIn this episode Steve explains 7 practical steps to elevating your company's customer experience.
CX is Not Customer Service
February 04, 2020 19:05 - 16 minutes - 11.7 MBIn the premiere episode of The Science of CX, Steve defines the difference between customer service and customer experience.