Voices of CX
213 episodes - English - Latest episode: over 1 year ago - ★★★★★ - 22 ratingsThe Voices of CX is a customer experience podcast hosted by Worthix CMO and Editor in Chief of the Voices of CX Blog, Mary Drumond. She interviews top marketers, industry experts, thought leaders, and academics on how their markets overlap with CX.
Our topics focus on technological innovations in data science, market research and surveys; behavioral analytics and design; the implementation of Artificial Intelligence for marketing platforms, and how all these factors are revolutionizing the way companies dialogue and deliver memorable experiences to their customers.
The Voices of CX is brought to you by Worthix. Visit Worthix.com to learn more about how front-end AI is changing Voice of Customer programs.
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Episodes
Writing the Blueprint for Customer Obsession: Marbue Brown - S10E8
December 19, 2022 13:00 - 41 minutes - 75.3 MBThis week, I had the chance to read the blueprint for customer obsession (literally) with the help of Marbue Brown. He’s a CX practitioner with years of experience at companies who can more or less take credit for starting the movement toward customer obsession. Amazon, Microsoft, Cisco, JP Morgan Chase… you know, just some mom-and-pop shops. We discuss how the truly customer-obsessed companies out there go to extremes. They do things in their day-to-day operations that would get most people...
B2B Content Marketing with a Growth Strategy: A. Lee Judge – S10E7
December 05, 2022 13:00 - 48 minutes - 88.4 MBThis week, we got into the weeds of digital content production with A. Lee Judge. Lee is the co-founder and CEO of Content Monsta, a B2B marketing content agency that specializes in podcasting. What really sets him apart is his focus on generating and proving ROI which comes from his own experience as a marketer. There is a multitude of services for B2B marketers to outsource their content generation efforts, but Lee realized there was still a huge gap: a lack of providers who understood the...
CX Professionals Worldwide Get Back to Basics: Rick Denton - S10E6
November 28, 2022 13:00 - 39 minutes - 71.5 MBThis week, I talked to fellow podcaster and CX professional Rick Denton. He hosts the CX Passport podcast and believes that the best meals are served outside and require a passport, and I tend to agree with that! He’s also the managing principal at EX4CX, a business growth consultancy that wants to help CX professionals stop the “survey & score” mindset to start a “listen & act” one. Also agreed. He’s also recently had a change of mindset around where CX is in the pecking order of business g...
Behavior Design; Map Key Behaviors by being Uncomfortably Specific: Kristen Berman - S10E5
November 14, 2022 13:00 - 39 minutes - 71.6 MBThis week, I had the pleasure of speaking with Kristen Berman. She’s a behavioral scientist, CEO, and co-founder of Irrational Labs, helping teams apply behavioral design research to their products and services. We covered multiple ways to think about behavior design, like studying the physical environment in which decisions are made, resolving conflicts with established metrics, and mapping customers’ path to your desired behavior using what Kristen calls “getting uncomfortably specific”. ...
Why Setting Guest Expectations is a Huge Challenge for Hospitality: Mike Kuenne - S10E4
November 07, 2022 13:00 - 37 minutes - 68.9 MBThis week, I was joined by Mike Kuenne, owner and principal of Kuenne Advisory LLC. We discussed the complex reality of setting expectations in the hospitality industry. One guests’ memory-building experience is another’s one-star review, and the absolute norm in one region is a completely foreign experience in another. A misalignment in expectations can ruin an otherwise good or even great experience. And hospitality has the huge responsibility of understanding the differences between these...
Design Thinking at the Agency Exporting Silicon Valley: Marcela Lay - S10E3
October 31, 2022 12:00 - 36 minutes - 66.3 MBThis week, I had a good friend on the show, Marcela Lay, SVP and Head of Client Strategy at Y Media Labs. Of all her passions, the one she makes her name from is the cultural transformation of companies. She draws a lot from her experience in hospitality, translating her standard of care for individual guests to a company level. She helps Silicon Valley tech companies focus on the customer with that same intensity, creating digital products and apps to make a company’s end-to-end experience a...
Making Qualitative CX Data Practical and Scalable: Alex Genov - S10E2
October 24, 2022 12:00 - 40 minutes - 73.7 MBThis week, I had the pleasure of speaking with Alex Genov, Head of Marketing Insights and Customer Research at Zappos. We discussed the tension between academic research and its application in organizations, and how the human aspects of research found in qualitative studies get overlooked. As Alex suggests, the key is fine-tuning the balance between the two, taking the time to understand where your limits and your customer’s needs meet. That's where you’ll find the practical, scalable solut...
Alex Genov: Making Qualitative CX Data Practical and Scalable - S10E2
October 24, 2022 12:00 - 40 minutes - 73.7 MBThis week, I had the pleasure of speaking with Alex Genov, Head of Marketing Insights and Customer Research at Zappos. We discussed the tension between academic research and its application in organizations, and how the human aspects of research found in qualitative studies get overlooked. As Alex suggests, the key is fine-tuning the balance between the two, taking the time to understand where your limits and your customer’s needs meet. That's where you’ll find the practical, scalable solut...
How Storytelling Creates Customer Value Through Shared Experiences: Graham Brown - S10E1
October 17, 2022 12:00 - 50 minutes - 93 MBTo kick off the Voices of CX Podcast’s season 10, we hosted Graham Brown. Graham and I took a good look at the human experience, complete with detours down memory lane. He’s a storyteller by trade, helping leaders tell better stories through data and showcasing great experiences. In our discussion, we delved into the human side of business, and how companies get so focused on innovating that they lose the human aspects of business and end up commoditizing themselves anyway. Beyond that, peo...
Graham Brown: How Storytelling Creates Customer Value Through Shared Experiences - S10E1
October 17, 2022 12:00 - 50 minutes - 93 MBTo kick off the Voices of CX Podcast’s season 10, we hosted Graham Brown. Graham and I took a good look at the human experience, complete with detours down memory lane. He’s a storyteller by trade, helping leaders tell better stories through data and showcasing great experiences. In our discussion, we delved into the human side of business, and how companies get so focused on innovating that they lose the human aspects of business and end up commoditizing themselves anyway. Beyond that, peo...
Scientific Data Analysis and the Death of Predictive Analytics: Peter Shafer - S9E10
July 11, 2022 13:00 - 46 minutes - 64.5 MBThis week on the Voices of CX Podcast we hosted Peter Shafer, VP of Sales and Marketing at The Prosper Group. He gets up in the morning to connect the dots between human behaviors and the scientific data analysis that explains the story behind them. It would be hard enough if the fast-paced and unpredictable world we live in hadn't rendered most predictive analytics almost useless, but that doesn't stop him from bringing scientific rigor to every client's market research. 🟠About Peter Shafer...
Where Conversion Rate Optimization Meets Human Behavior: AJ Davis - S9E9
June 27, 2022 13:00 - 36 minutes - 50.5 MBThis week on the Voices of CX Podcast we hosted AJ Davis, Founder and CEO of Experiment Zone, to discuss the utility of Conversion Rate Optimization, and how it bridges the gap between economics and human behavior. Understanding what really goes into customers' decision-making is a lot more complicated than simple AB testing; it might get you by, but it won't tell you the whole story. That's where AJ comes in. 🟠About AJ Davis AJ Davis is a Conversion Rate Optimization (CRO) Specialist. She’...
Voice of the Customer - the Not-So-Secret Weapon of the Customer-Centric: Marilyn Mead - S9E8
June 13, 2022 13:00 - 38 minutes - 53.1 MBThis week on the Voices of CX Podcast we hosted Marilyn Mead, VP of Marketing at Winmo. We discussed how applying the authentic voice of the customer throughout the organization (with a focus on marketing) is one of the best ways to put your company on the path to being truly customer-centric. 🟠About Marilyn Mead As VP of Marketing for List Partners’ flagship brand Winmo, Marilyn oversees brand, product marketing, demand generation, and retention strategies. With Winmo since its 2015 market ...
The Importance of Small Business and their Consumers // CX In Context
June 09, 2022 15:05 - 9 minutes - 17.3 MBOn this week's CXIC, we unpacked the idea that CX is the backbone of the small business world with Hank Ebeling. 🟠About Hank Ebeling Hank Ebeling is a sought-after speaker and small-business entrepreneur and the founder and owner of H4 Training gyms. He’s built his career on a passion for customer service and customer experience, and today helps other small business owners transform their customer service. Hank hosts his popular Success Trails Podcast which focuses on small business owners ...
Crushing the Competition With Service: CX For Small Businesses: Hank Ebeling - S9E7
May 31, 2022 13:00 - 29 minutes - 40.5 MBThis week on the Voices of CX Podcast we hosted Hank Ebeling, founder and owner of H4 Training gyms, and in a refreshing change of pace, the first small-business entrepreneur we've hosted on this podcast! But as you might expect, CX is no less important to small businesses just because it's easier to manage. In fact, it's even more important when you're face to face with the people you serve. Read the full transcript on VoicesofCX.com: 🟠About Hank Ebeling Hank Ebeling is a sought-after spe...
The Importance of Treating People Like People In Business // CX In Context
May 24, 2022 13:00 - 8 minutes - 11.5 MBOn this week's CXIC, we took a note from the book of Warren Buffett: 'People will forget what you said, people will forget, but people will never forget how you made them feel'. That's why treating people like people is so important, especially in business. 🟠About Crystal Garrett Professional writer, storyteller, and creator Crystal Garrett is a Sr. Copywriter at Salesforce, with over 15 years of experience creating content for television and film and demand-generating copy for digital med...
Even B2B Storytelling Is Made For People: Crystal Garrett - S9E6
May 16, 2022 13:00 - 42 minutes - 78 MBThis week on the Voices of CX Podcast we hosted a special guest: Crystal Garrett, Sr. Copywriter at Salesforce and - if you've been listening to the pod long enough to remember - our original host! Crystal and Mary reminisce about the origins of the VoCX Podcast and about how even B2B storytelling is made for people. 🟠About Crystal Garrett Professional writer, storyteller, and creator Crystal Garrett is a Sr. Copywriter at Salesforce, with over 15 years of experience creating content for t...
How COVID Supercharged the Decentralization of Work // CX In Context
May 13, 2022 13:00 - 8 minutes - 12.3 MBWelcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you. This week on the Voices of CX Podcast, we talked to Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise Virtual Solutions. His passion is for customer service...
How Digitizing and Decentralizing Creates Great Customer Experiences: Jonathan Shroyer - S9E5
May 02, 2022 13:00 - 41 minutes - 38.4 MBThis week on the Voices of CX Podcast, we talked to Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise Virtual Solutions. His passion is for customer service and helping people understand how to create amazing customer experiences in a decentralized way. 🟠About Jonathan Shroyer CEO & Co-Founder Jonathan has been a customer service professional and leader for 22+ years, leading large teams at established companies such as Microsoft, Monster, and Autodesk, as well as start...
Keeping Up with Changing Customer Expectations in Hospitality // CX In Context
April 26, 2022 13:00 - 7 minutes - 7.21 MBWelcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you. This episode, we dive into the wide, multi-cultural and multi-faceted world of hospitality, where there’s no easy way to segment customers, let alone cater to every single one ba...
Lessons From Legendary Companies In The Hospitality Industry: Alec Dalton - S9E4
April 18, 2022 13:00 - 41 minutes - 38.3 MBThis week on the Voices of CX Podcast, we talked to Alec Dalton, Co-founder & Partner of the Hospitality Leadership Academy about service concepts he's perfected over his decade in hotel operations and global quality management with brands like Marriott, The Ritz-Carlton, and Disney. We discuss why approaching exceptional service with an industrial mindset that leaves room for personal agency and empathy is the best of both worlds. 🟠About Alec Dalton Alec’s expertise and passion were formed ...
Human Experience: Why Love Should be Part of Your Office Culture // CX In Context
April 12, 2022 13:55 - 10 minutes - 9.97 MBWelcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new today! This episode, we take some key points from Amelia Dunlop (CXO Deloitte Digital) and her views on the human experience at work. She challenges ...
Elevating the Human Experience: Amelia Dunlop - S9E3
April 04, 2022 13:00 - 47 minutes - 43.3 MBThis week on the Voices of CX Podcast, we talked to Amelia Dunlop, Chief Experience Officer at Deloitte Digital. She talked about her greatest passion, elevating the human experience in the workplace and how love should be part of that conversation. 🟠About Amelia Dunlop As Chief Experience Officer at Deloitte Digital and leader of the US Customer Strategy and Applied Design practice for Deloitte Consulting LLP, Amelia Dunlop helps companies develop winning strategies that combine innovation,...
3 Things to Keep in Mind When Starting Your Company's Social Media // CX In Context
March 29, 2022 15:38 - 9 minutes - 8.77 MBWelcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new today! This episode, we take some key points from Matt Fingerhut (Senior VP of GCO, Hootsuite) and break down how to use them to create the best poss...
How Hootsuite Teaches Brands to Serve Customers Better - Matt Fingerhut - S9E2
March 21, 2022 13:00 - 42 minutes - 39.2 MBThis week on the Voices of CX Podcast, we talked to Matt Fingerhut, Senior VP of Hootsuite's Global Customer Organization. We'll dive into how Hootsuite teaches brands to serve customers better by wielding social media intentionally and responsibly. 🟠About Matt Fingerhut Matt's grateful to be on this podcast, on our planet, at Hootsuite, and among his friends and family. He appreciates it all, and tries his best to listen, learn, connect, and pay it forward. For Hootsuite, Matt is the Seni...
CX In Context // Bite-size business insights from the Voices of CX Podcast
March 16, 2022 13:08 - 8 minutes - 8.14 MBWelcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Some concepts are worth elaborating on and putting in a real-world business context to be truly useful. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new today! On the 100-Episode Special of the Voices...
All About Voices of CX with Mary Drumond: The 100-Episode Special - S9E1
March 08, 2022 15:57 - 26 minutes - 24.5 MBOn this week's episode, we brought on...the host! That's right, Mary Drumond, Worthix CMO and Editor-in-Chief of the Voices of CX blog gets the script flipped and takes the hot seat. Will she survive the onslaught of deep, thought-provoking questions from none other than her previous guests and her own listeners? 🟠Visit VoicesofCX.com to read the full transcript and sign up to our newsletter Mary Drumond is Chief Marketing Officer at Worthix and host of Voices of CX Podcast. She is also an ...
The Best of Voices of CX Season 8
December 21, 2021 21:43 - 21 minutes - 19.7 MBFor this episode, we curated the best of Voices of CX Season 8 to find the ones that pushed our thoughts on CX in new and exciting directions. Our Picks (full episodes): Chelsea Kim – Pay it Forward with Empathy; a New Way to Bank: https://bit.ly/3Egl2BM Chris Wallace – Scaling Frontline CX Knowledge Throughout Your Company: https://bit.ly/3peZWPI Howard Tiersky – A Customer-Centric Approach to Digital Transformation: https://bit.ly/3sqyVuK Dan Gingiss – What Makes a Remarkable, Shareable Cu...
Chris Wallace - Scaling Frontline CX Knowledge Throughout Your Company - S8E13
December 13, 2021 11:00 - 33 minutes - 31 MBOn this week’s episode, we talked to Chris Wallace about scaling the best of your frontline employee’s knowledge, experience and expertise all the way up to the executive suite so that your company can make the most of it. 🟠About Chris Wallace Chris is the Co-Founder and President of InnerView, a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. At InnerView, Chris and his team have developed the breakthrough Brand Transfe...
Michael Keplinger: Finding the Why Behind the Buy in Consumer Packaged Goods - S8E12
December 06, 2021 11:00 - 37 minutes - 34.7 MBOn this week's episode, we talked to Michael Keplinger about a topic we don't normally get to explore - consumer packaged goods. Which is crazy, because after our conversation, it's hard to imagine an industry that's more about understanding customers, inside and out. 🟠About Michael Keplinger Michael Keplinger is a partner at SmashBrand, an agile brand strategy agency for consumer packaged goods that specializes in a complete approach to market research, product design, and testing. After e...
Michael Keplinger - Finding the Why Behind the Buy in Consumer Packaged Goods - S8E12
December 06, 2021 11:00 - 37 minutes - 34.7 MBOn this week's episode, we talked to Michael Keplinger about a topic we don't normally get to explore - consumer packaged goods. Which is crazy, because after our conversation, it's hard to imagine an industry that's more about understanding customers, inside and out. 🟠About Michael Keplinger Michael Keplinger is a partner at SmashBrand, an agile brand strategy agency for consumer packaged goods that specializes in a complete approach to market research, product design, and testing. After e...
Chelsea Kim - Pay it Forward with Empathy; a New Way to Bank - S8E11
November 29, 2021 11:00 - 39 minutes - 36.3 MBOn this week's episode, we talked to Chelsea Kim about why the banking industry (and all industries, for that matter!) need to focus on kindness, and how “paying it forward” can be a business principle. 🟠About Chelsea Kim Chelsea Kim is the Co-Founder and Head of Marketing and Operations at BELLA, a lifestyle brand with the first conversational banking experience 100% powered by love. BELLA is challenging the status quo, building a movement by injecting love, beauty, and empathy into busine...
Chelsea Kim: Pay it Forward with Empathy; a New Way to Bank - S8E11
November 29, 2021 11:00 - 39 minutes - 36.3 MBOn this week's episode, we talked to Chelsea Kim about why the banking industry (and all industries, for that matter!) need to focus on kindness, and how “paying it forward” can be a business principle. 🟠About Chelsea Kim Chelsea Kim is the Co-Founder and Head of Marketing and Operations at BELLA, a lifestyle brand with the first conversational banking experience 100% powered by love. BELLA is challenging the status quo, building a movement by injecting love, beauty, and empathy into busine...
Caroline Buck - Bringing Customer Centricity to Pet Food - S8E10
November 15, 2021 11:00 - 40 minutes - 36.9 MBOn this week's episode, we talked to Caroline Buck about her unlikely journey from the world of UX and brand marketing to direct-to-consumer pet food. 🟠About Caroline Buck Caroline is the co-founder and chief marketing officer at Petaluma, a sustainable dog nutrition company. Caroline’s background is predominantly in product marketing, business development, and growth marketing. Most recently, Caroline was VP of Marketing at Mexico-based software services company Wizeline, which she helped ...
Caroline Buck: Bringing Customer Centricity to Pet Food - S8E10
November 15, 2021 11:00 - 40 minutes - 36.9 MBOn this week's episode, we talked to Caroline Buck about her unlikely journey from the world of UX and brand marketing to direct-to-consumer pet food. 🟠About Caroline Buck Caroline is the co-founder and chief marketing officer at Petaluma, a sustainable dog nutrition company. Caroline’s background is predominantly in product marketing, business development, and growth marketing. Most recently, Caroline was VP of Marketing at Mexico-based software services company Wizeline, which she helped ...
Nicholas Zeisler - Getting CX Right, Starting with Process Engineering - S8E9
November 08, 2021 11:00 - 43 minutes - 39.9 MBOn this week's episode, we talked to Nicholas Zeisler about process engineering, and how designing more efficient CX processes doesn't mean more layoffs. 🟠About Nicholas Zeisler Nicholas “Z” Zeisler is a Fractional Chief Customer Officer and CX Strategist, and Principal at Zeisler Consulting. He’s been a Fortune 100 CX Executive and has helped clients large and small in industries as varied as tech, healthcare, insurance, energy, fashion, and retail, improve their CX, drive positive change...
Nicholas Zeisler: Getting CX Right, Starting with Process Engineering - S8E9
November 08, 2021 11:00 - 43 minutes - 39.9 MBOn this week's episode, we talked to Nicholas Zeisler about process engineering, and how designing more efficient CX processes doesn't mean more layoffs. 🟠About Nicholas Zeisler Nicholas “Z” Zeisler is a Fractional Chief Customer Officer and CX Strategist, and Principal at Zeisler Consulting. He’s been a Fortune 100 CX Executive and has helped clients large and small in industries as varied as tech, healthcare, insurance, energy, fashion, and retail, improve their CX, drive positive change...
Howard Tiersky: A Customer-Centric Approach to Digital Transformation - S8E8
November 01, 2021 10:00 - 52 minutes - 47.9 MBOn this episode, we talked to Howard Tiersky, CEO at FROM, The Digital Transformation Agency, whose goal is to bring companies up to speed with customers' expectations of the digital sphere. After COVID fast-tracked digital transformation for everyone, it's even more essential to get it right. 🟠About Howard Tiersky Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. He was named by IDG as “One of The Top 10 Digital Transformation In...
Howard Tiersky - A Customer-Centric Approach to Digital Transformation - S8E8
November 01, 2021 10:00 - 52 minutes - 47.9 MBOn this episode, we talked to Howard Tiersky, CEO at FROM, The Digital Transformation Agency, whose goal is to bring companies up to speed with customers' expectations of the digital sphere. After COVID fast-tracked digital transformation for everyone, it's even more essential to get it right. 🟠About Howard Tiersky Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. He was named by IDG as “One of The Top 10 Digital Transformation In...
Leslie Short - Create a Company Culture You Can Be Proud Of with DEI - S8E7
October 25, 2021 10:00 - 44 minutes - 40.4 MBOn this episode, we talked to Leslie Short, and how she’s bringing the best of Diversity, Equity and Inclusion (DEI) to big corporations that struggle with or strive to improve their own programs. And she’s doing it with a mind for serious, long-term, evolving relationships between employers and their most valuable asset – their people. 🟠About Leslie Short Leslie Short is owner of The Cavu Group, author of Expand Beyond Your Current Culture, and a DEI strategist with four decades of experien...
Leslie Short: Create a Company Culture You Can Be Proud Of with DEI - S8E7
October 25, 2021 10:00 - 44 minutes - 40.4 MBOn this episode, we talked to Leslie Short, and how she’s bringing the best of Diversity, Equity and Inclusion (DEI) to big corporations that struggle with or strive to improve their own programs. And she’s doing it with a mind for serious, long-term, evolving relationships between employers and their most valuable asset – their people. 🟠About Leslie Short Leslie Short is owner of The Cavu Group, author of Expand Beyond Your Current Culture, and a DEI strategist with four decades of experien...
Dan Steinman: Customer Success is Vital to the Consumption Model - S8E6
October 18, 2021 10:00 - 41 minutes - 37.7 MBOn this episode, we talked to Chief Customer Evangelist at Gainsight, Dan Steinman. Dan has been deeply involved in the field of Customer Success before the phrase was coined by Salesforce, then adopted by virtually every major business in the world. He's seen business models shift over the years, from the subscription model to the newer consumption model, and explains how CS has been vital to each of them. 🟠About Dan Steinman Dan Steinman is the Chief Evangelist at Gainsight. Prior to joi...
Dan Steinman - Customer Success is Vital to the Consumption Model - S8E6
October 18, 2021 10:00 - 41 minutes - 37.7 MBOn this episode, we talked to Chief Customer Evangelist at Gainsight, Dan Steinman. Dan has been deeply involved in the field of Customer Success before the phrase was coined by Salesforce, then adopted by virtually every major business in the world. He's seen business models shift over the years, from the subscription model to the newer consumption model, and explains how CS has been vital to each of them. 🟠About Dan Steinman Dan Steinman is the Chief Evangelist at Gainsight. Prior to joi...
Dan Gingiss - What Makes a Remarkable, Shareable Customer Experience? - S8E5
October 04, 2021 10:00 - 39 minutes - 36.2 MBOn this week's episode, Dan Gingiss joined the Voices of CX Podcast to promote his new book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share. Customers are more than eager to share bad experiences - in fact, companies have trained them for it, whether they meant to or not. So, what does it take to get them to share the remarkable ones? 🟠About Dan Gingiss For 20+ years, Dan led marketing teams in nearly every marketing channel — from direct ...
Dan Gingiss: What Makes a Remarkable, Shareable Customer Experience? - S8E5
October 04, 2021 10:00 - 39 minutes - 36.2 MBOn this week's episode, Dan Gingiss joined the Voices of CX Podcast to promote his new book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share. Customers are more than eager to share bad experiences - in fact, companies have trained them for it, whether they meant to or not. So, what does it take to get them to share the remarkable ones? 🟠About Dan Gingiss For 20+ years, Dan led marketing teams in nearly every marketing channel — from direct ...
Jill Raff - Great Employee Experience Drives Great Customer Experience - S8E4
September 27, 2021 13:06 - 43 minutes - 39.7 MBJill Raff joined us on Season 8 of the Voices of CX Podcast to talk about the full value of the employee experience, how it directly impacts the customer experience, and how the past two years have highlighted just how rough front-liners have had it. Jill Raff is the globally recognized EX2CX™ Expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who works with executive leadership who recognize the paradigm shift due to the pandemic; the non-negotiable crea...
Jill Raff: Great Employee Experience Drives Great Customer Experience - S8E4
September 27, 2021 13:06 - 43 minutes - 39.7 MBJill Raff joined us on Season 8 of the Voices of CX Podcast to talk about the full value of the employee experience, how it directly impacts the customer experience, and how the past two years have highlighted just how rough front-liners have had it. Jill Raff is the globally recognized EX2CX™ Expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who works with executive leadership who recognize the paradigm shift due to the pandemic; the non-negotiable crea...
Shareef Mahdavi: Why Patient Experience and Customer Experience Deserve to be Equal - S8E3
September 20, 2021 10:00 - 44 minutes - 40.9 MBOn this week's episode of the Voices of Customer Experience, we talked to Shareef Mahdavi, president and co-founder of SM2 Strategic. As a speaker and consultant, he's on a mission to help doctors be better at their chosen profession by merging the core tenets of patient experience with those of customer experience, and goes in-depth with his new book, Beyond Bedside Manner. About Shareef Mahdavi Shareef Mahdavi is the son of a pediatrician and grew up in Bethesda, Maryland. Although he didn...
Shareef Mahdavi - Why Patient Experience and Customer Experience Deserve to be Equal - S8E3
September 20, 2021 10:00 - 44 minutes - 40.9 MBOn this week's episode of the Voices of Customer Experience, we talked to Shareef Mahdavi, president and co-founder of SM2 Strategic. As a speaker and consultant, he's on a mission to help doctors be better at their chosen profession by merging the core tenets of patient experience with those of customer experience, and goes in-depth with his new book, Beyond Bedside Manner. 🟠About Shareef Mahdavi Shareef Mahdavi is the son of a pediatrician and grew up in Bethesda, Maryland. Although he did...
Shep Hyken: He Said He'll Be Back - S8E2
September 13, 2021 10:00 - 44 minutes - 40.5 MBOn this week's episode, star speaker, friend of the show and returning guest Shep Hyken rejoins the Voices of CX Podcast to discuss his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. Shep Hyken is the CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering ...