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
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 ...
Wayne McCulloch: The Best CS Framework Starts with Empathy - S8E1
September 07, 2021 10:00 - 40 minutes - 37.4 MBOne of the world’s leading customer success experts and a Top 100 Customer Success Strategist, Wayne McCulloch works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He’s a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles. Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., and the VP of the Custo...
Wayne McCulloch - The Best CS Framework Starts with Empathy - S8E1
September 07, 2021 10:00 - 40 minutes - 37.4 MB🟠About Wayne McCulloch One of the world’s leading customer success experts and a Top 100 Customer Success Strategist, Wayne McCulloch works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He’s a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles. Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., ...
Megan Burns - Marriage Counseling the Customer-Brand Relationship - S7E13
June 28, 2021 10:00 - 50 minutes - 46 MBMegan Burns is one of the world’s leading experts on customer experience and culture change. She advises leaders and organizations on how to use the science of human behavior to embed world-class customer experience (CX) practices into operations, IT, customer service, and sales so an exceptional experience becomes the everyday norm. Megan’s insights into customer and employee experience come from 20 years of research and consulting. Prior to launching Experience Enterprises, she spent more ...
David Sakamoto - CS Begins with Empathetic Project Planning - S7E12
June 21, 2021 10:00 - 33 minutes - 30.7 MBDavid Sakamoto brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing delivery of products and services to deliver customer outcomes and propel revenue growth. He brings a unique background in customer success, sales engineering, services (professional, managed and support), product engineering and global operations. In his current role as Vice President of Customer Success atGitLab, he is responsible for leading the Customer...
Ben Labay - Create Malleable Teams With Data - S7E11
June 14, 2021 10:00 - 39 minutes - 36.2 MBBen is the CEO of the experimentation and CXO agency, Speero, by CXL. He combines a decade of academic and research training with UX & business development knowledge to help scope and run experimentation and CXO programs for companies including P&G, Serta Simmons, Codecademy, MongoDB, and Miro. Access the transcript on our blog at https://voicesofcx.com/create-malleable-teams-with-data-ben-labay/?utm_source=soundcloud&utm_medium=description Follow Ben Labay on LinkedIn Follow...
Clare Muscutt - How a Sisterhood of CX Rose from 2020 - S7E10
June 07, 2021 10:00 - 34 minutes - 31.2 MBClare is internationally recognized as ‘the thought leader who did the job’ and delivered award-winning commercial results, leading the CX functions for some of the world’s biggest companies in hospitality, retail, and B2B, including Whitbread, Sainsburys, and Compass Group. In 2017 she founded CMXperience Ltd., a boutique CX design agency based in London, and traveled the world as a global keynote speaker. During the pandemic turned her hand to digital content as the host of the Inspiring Wo...
Sirte Pihlaja - Play Your Way to 3-Dimensional Thinking - S7E9
May 31, 2021 10:00 - 30 minutes - 28.3 MBSirte Pihlaja (CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®) is the CEO of Shirute Ltd, the first customer experience agency in Finland. She is an internationally recognised CX/EX expert, coach, keynote speaker, designer and strategist with over 25 years of experience in advising large corporations and brands in various industries and countries. Sirte is the leader of CXPA's Finland network, a member of the International Advisory Committee and one of CXPA's founding members. She was one ...
Scott McKain - Creating Iconic Distinction in CX - S7E8
May 24, 2021 10:00 - 47 minutes - 43.6 MBScott McKain is a globally recognized authority on how organizations and professionals create distinction to attract and retain customers — and stand out in a hyper-competitive marketplace. Scott’s recent book, ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction,” was recently named on Forbes.com as a TOP TEN BEST BUSINESS BOOK for 2018. The first edition of his book, “Create Distinction: What to Do When ‘Great’ Isn’t Good Enough to Grow Your B...
Fabrice Martin - Give Analysts Superpowers with NLP - S7E7
May 17, 2021 10:00 - 33 minutes - 30.7 MBFabrice is responsible for the vision, roadmap and go-to-market strategy for the Clarabridge CX Suite of products. He brings more than two decades of experience launching new products and business applications focused on solving large, complex analytical problems and delivering valuable insights. Access the transcript on our blog at https://voicesofcx.com/give-analysts-superpowers-with-nlp-fabrice-martin/?utm_source=soundcloud&utm_medium=description Follow Fabrice Martin on Li...
deBBie akwara - Find Your Own Expression of CX - S7E6
May 10, 2021 13:02 - 43 minutes - 39.5 MBdeBBie akwara (popularly referred to as the CX Queen), is a leading CX entrepreneur and CX educator in Africa. She is the founder of Nigeria’s 1st boutique CX management consulting firm, Niche Customer Experience Consulting Firm. Prior to Niche, deBBie led CX success in the banking, telecommunications and education sectors working at noted local, pan African and international organizations in Nigeria i.e. Zenith Bank Plc, United Bank for Africa Plc, Etisalat Nigeria (now 9mobile) and Bridge ...
Mark Hamill - Recognizing Excellence in Customer Centricity - S7E5
May 03, 2021 10:00 - 42 minutes - 38.5 MBMark is from Belfast, Northern Ireland and spent 10 years in the UAE before moving back to the UK in 2019. Recently he has moved to Hungary with his family. Mark started as a consultant for a Customer Experience Consultancy. He is the Co-Founder and Managing Director of ARCET Global. In 2013, Mark co-founded Awards International UAE which successfully ran 15 large-scale business Awards programmes, with the average audience being in excess of 250 business leaders. Over the years, Mark success...
Mark McClure - Empathy Works With Companies, Too - S7E4
April 26, 2021 10:00 - 39 minutes - 36.3 MBMark McClure currently serves as the Executive Vice President of Customer Experience at Babel Street where he successfully leads his team with all post-sale customer facing operations such as onboarding, training and customer support. Mark guides his team by promoting trust and respect between customer and company, while paying attention to the details of the customer’s desires to ensure their satisfaction. He has years of strategic planning experience with leadership across organizations to ...
Robbie Kellman Baxter - Creating Highly Personalized Membership Experiences - S7E3
April 19, 2021 10:00 - 44 minutes - 41 MBRobbie Kellman Baxter is a consultant, author and speaker. She is also the author of The Membership Economy and The Forever Transaction, and hosts the podcast Subscription Stories. Robbie has more than 20 years of experience providing strategic business advice to major organizations, including Netflix, Fitbit, Microsoft and Consumer Reports. She has been focused on subscription and growth strategies for the past decade. Baxter has been featured in the Wall Street Journal and on CNN. She earne...
Ryan Mason - Identifying Pain Points to Carve Out Your Niche - S7E2
April 12, 2021 10:00 - 48 minutes - 44.7 MBRyan Mason is the savvy Founder & CEO behind Luxe Brand, America’s leading luxury shoelace provider, of which has been featured on Good Morning America, NFL Network, Foot Locker stores, and on over 30 athletes and celebrities; and BizBuzz, providing integrated marketing automation software and services for over 250 small and medium-sized businesses. In each of these roles, Ryan is known as a disruptive force with an eye for setting new standards of excellence, and he never shies away from th...
Michael Houlihan And Bonnie Harvey - Teaching Empathy Through Storytelling - S7E1
April 05, 2021 10:00 - 47 minutes - 43.9 MBBonnie Harvey is the co-founder of Barefoot Cellars along with partner Michael Houlihan. She was Vice President and “The Original Foot” for 19 years. There she had a wide variety of duties, doing whatever was necessary to operate the business. While Michael’s role was “big picture visionary,” Bonnie translated his ideas into workable processes and displayed a genius for managing the millions of details that come with a start-up. She proved to possess a rare combination of creativity and busin...
Flipping the Script with Mary Drumond - S6E5
December 22, 2020 14:00 - 35 minutes - 32.9 MBFor the Season Finale of Voices of CX: Off the Cuff, we decided to flip the script and put Mary Drumond herself on the hot seat. As the host, she’s had great opportunities to learn from a small army of thought leaders, expert practitioners and top academics from all over the CX landscape. This time, she gives us her take on what she’s learned from seasons past, and how they’ve reshaped her views on the industry. Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host...
Flipping the Script with Mary Drumond - S6E5 - Voices of Customer Experience
December 22, 2020 14:00 - 35 minutes - 32.9 MBFor the Season Finale of Voices of CX: Off the Cuff, we decided to flip the script and put Mary Drumond herself on the hot seat. As the host, she’s had great opportunities to learn from a small army of thought leaders, expert practitioners and top academics from all over the CX landscape. This time, she gives us her take on what she’s learned from seasons past, and how they’ve reshaped her views on the industry. 🔴 This episode was recorded live. Check out the full video: Mary Drumond Mary D...
How the Ethics of AI Impacts Consumers Feat. Ramsay Brown - S6E4 - Voices of CX Podcast
December 08, 2020 14:43 - 39 minutes - 36.4 MBThis week, Kevin Berry, the brain behind the Worthix AI (we call her LUCI) joins us on Voices of CX Off The Cuff. As our in-house technology genius, he's got lots of thoughts on all the different facets of Artificial Intelligence. That's why we selected him to talk about some of the most interesting parts of Ramsay Brown's season 2 podcast episode. To listen to the original podcast with Ramsay, follow this link 🎧 https://bit.ly/3qxvj6Z 🎧 About Ramsay Brown Ramsay Brown is a NeuroTechnologis...
How the Ethics of AI Impacts Consumers Feat. Ramsay Brown - S6E4
December 08, 2020 14:43 - 39 minutes - 36.4 MBThis week, Kevin Berry, the brain behind the Worthix AI (we call her LUCI) joins us on Voices of CX Off The Cuff. As our in-house technology genius, he's got lots of thoughts on all the different facets of Artificial Intelligence. That's why we selected him to talk about some of the most interesting parts of Ramsay Brown's season 2 podcast episode. Access the transcript on our blog at https://voicesofcx.com/how-the-ethics-of-ai-impacts-consumers-ramsay-brown/?utm_source=soundcloud&utm_medium...
Increase Engagement with Segmentation Feat. Hilary DeCamp - S6E3
December 01, 2020 15:00 - 24 minutes - 22.5 MBMary Drumond sits down with Worthix’s Director of Customer Success, Peter Sooter, to talk about how to increase engagement of surveys and market research with segmentation. He has insight galore to share about Hilary DeCamp’s Season 5 episode that he makes direct use of in his work. The main takeaways (hidden beneath a little sarcasm) are how segmentation can help you increase engagement and minimize survey fatigue, how to deal with common measurement issues, and how to make sure bad respon...
Turn Stories Into Conversions - Feat. Melanie Deziel - S6E2
November 17, 2020 14:00 - 29 minutes - 27.4 MBMary Drumond sits down with Worthix’s Head of Content, Steve Berry to talk about practical applications of concepts that Melanie Deziel discussed in her season 4 episode. In this “off the cuff” episode, key topics touched on are keeping the human element at the forefront of content, providing value to your customers, and generating ROI from content efforts. Access the transcript on our blog at https://voicesofcx.com/turn-stories-into-conversions-melanie-deziel/?utm_source=soundcloud&utm_med...
Turn Stories Into Conversions - Feat. Melanie Deziel - S6E2 - Voices of CX
November 17, 2020 14:00 - 29 minutes - 27.4 MBMary Drumond sits down with Worthix’s Head of Content, Steve Berry to talk about practical applications of concepts that Melanie Deziel discussed in her season 4 episode. In this “off the cuff” episode, key topics touched on are keeping the human element at the forefront of content, providing value to your customers, and generating ROI from content efforts. To listen to the original podcast with Melanie, follow this link 🎧 https://bit.ly/3lwsC2p 🎧 About Melanie Deziel: Melanie Deziel, the...
What Makes an Effective B2B Social Media Strategy? Featuring Chris Strub - S6E1
November 10, 2020 16:06 - 30 minutes - 28.1 MBWe're back for season 6 of Voices of CX! This time around, we're going "off the cuff" and chatting with Worthix employees about tangible takeaways from previous VoCX episodes. To kick off the season, our host Mary Drumond is sitting down with Hannah Michelle Lambert, the team member responsible for all things social media. They dive into all the juicy details of "social media god" Chris Strub's season 5 episode. Access the transcript on our blog at https://voicesofcx.com/what-makes-an-effec...
What Makes an Effective B2B Social Media Strategy? Featuring Chris Strub - S6E1 - Voices of CX
November 10, 2020 16:06 - 30 minutes - 28.1 MBWe're back for season 6 of Voices of CX! This time around, we're going "off the cuff" and chatting with Worthix employees about tangible takeaways from previous VoCX episodes. To kick off the season, our host Mary Drumond is sitting down with Hannah Michelle Lambert, the team member responsible for all things social media. They dive into all the juicy details of "social media god" Chris Strub's season 5 episode. Follow Hannah Michelle Lambert on LinkedIn: Follow Chris Strub on social media...
S5E12: Gabe Larsen - When New Business is Scarce, Make Every Experience Count
June 08, 2020 13:00 - 45 minutes - 41.4 MBGabe Larsen leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital. Prior to joining Kustomer, Gabe was the VP of Marketing for XANT (formerly InsideSales.com) where he helped create the sales acceleration category and grow the company from six to nearly one-hundred million in revenue. Gabe oversaw the brand transformation, establishing XANT as an industry thought leader, and pioneering a new enterprise go-to-market motion. If Gabe is...
Gabe Larsen - When New Business is Scarce, Make Every Experience Count - S5E12
June 08, 2020 13:00 - 45 minutes - 41.4 MBGabe Larsen leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital. Prior to joining Kustomer, Gabe was the VP of Marketing for XANT (formerly InsideSales.com) where he helped create the sales acceleration category and grow the company from six to nearly one-hundred million in revenue. Gabe oversaw the brand transformation, establishing XANT as an industry thought leader, and pioneering a new enterprise go-to-market motion. If Gabe is...
Becky Roemen - Contact Centers are Untapped CX Value Centers - S5E11
June 01, 2020 13:00 - 38 minutes - 35.1 MBBecky Roemen is an experienced Customer Experience transformation strategist with demonstrated success and thought leadership. Her innate passion for the delivery of digital transformation & disruptive business technologies is married with her marketing and business strategy background. She serves as a thought leader in the Customer Experience and Disruptive Technologies space, backed by several industry publications and certifications. Expertise in both technology and marketing give way to ...
S5E11: Becky Roemen - Contact Centers are Untapped CX Value Centers
June 01, 2020 13:00 - 38 minutes - 35.1 MBBecky Roemen is an experienced Customer Experience transformation strategist with demonstrated success and thought leadership. Her innate passion for the delivery of digital transformation & disruptive business technologies is married with her marketing and business strategy background. She serves as a thought leader in the Customer Experience and Disruptive Technologies space, backed by several industry publications and certifications. Expertise in both technology and marketing give way to ...
Brian Lamar - Survey Fatigue and How to Fix It - S5E10
May 25, 2020 13:00 - 37 minutes - 34.2 MBBrian is currently VP of Insights at EMI Research Solutions, where his role is understanding the sample landscape and best practices. He designs, analyzes and presents a research on research study of the sample providers, keeps up with trends and innovation in the industry and has developed a product to help consistency. He has a passion around best practices and quality and assisting companies making the best business decision possible. He has spent the past 7 years developing a unique unde...
S5E10: Brian Lamar - Survey Fatigue and How to Fix It
May 25, 2020 13:00 - 37 minutes - 34.2 MBBrian is currently VP of Insights at EMI Research Solutions, where his role is understanding the sample landscape and best practices. He designs, analyzes and presents a research on research study of the sample providers, keeps up with trends and innovation in the industry and has developed a product to help consistency. He has a passion around best practices and quality and assisting companies making the best business decision possible. He has spent the past 7 years developing a unique unde...
S5E9: Thales Teixeira - Products Don't Disrupt Markets; Customers Do
May 18, 2020 13:00 - 39 minutes - 35.9 MBProf. Thales Teixeira is the co-founder of digital disruption consultancy Decoupling.co. Previously, he was the Lumry Family Associate Professor at Harvard Business School, where he taught for 10 years. His two primary domains of research constitute Digital Disruption and The Economics of Attention. He has also been an expert reviewer for the US Food and Drug Administration under President Barack Obama. And he is one of the current judges of CNBC’s Disruptor 50 most innovative startups. He ...
Thales Teixeira - Products Don't Disrupt Markets; Customers Do - S5E9
May 18, 2020 13:00 - 39 minutes - 35.9 MBProf. Thales Teixeira is the co-founder of digital disruption consultancy Decoupling.co. Previously, he was the Lumry Family Associate Professor at Harvard Business School, where he taught for 10 years. His two primary domains of research constitute Digital Disruption and The Economics of Attention. He has also been an expert reviewer for the US Food and Drug Administration under President Barack Obama. And he is one of the current judges of CNBC’s Disruptor 50 most innovative startups. He ...
Brian Carlson - When Patient Experience Meets Quality of Care - S5E8
May 11, 2020 13:00 - 32 minutes - 29.9 MBCurrently serve as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago. In his current role, he is strategically and operationally responsible for institutional performance on service progra...
S5E8: Brian Carlson - When Patient Experience Meets Quality of Care
May 11, 2020 13:00 - 32 minutes - 29.9 MBCurrently serve as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago. In his current role, he is strategically and operationally responsible for institutional performance on service progra...
Dr. Gleb Tsipursky - Never Go With Your Gut - S5E7
May 04, 2020 13:00 - 31 minutes - 29 MBKnown as the Disaster Avoidance Expert, Dr. Gleb Tsipursky is on a mission to protect leaders from dangerous judgment errors known as cognitive biases by developing the most effective decision-making strategies. He has over two decades of consulting, coaching, and training experience as CEO of Disaster Avoidance Experts, and over 15 years of experience in academia as a cognitive neuroscientist and behavioral economist. Dr. Tsipursky writes for Inc. Magazine, Time, Scientific American, Fast C...
S5E7: Dr. Gleb Tsipursky - Never Go With Your Gut
May 04, 2020 13:00 - 31 minutes - 29 MBKnown as the Disaster Avoidance Expert, Dr. Gleb Tsipursky is on a mission to protect leaders from dangerous judgment errors known as cognitive biases by developing the most effective decision-making strategies. He has over two decades of consulting, coaching, and training experience as CEO of Disaster Avoidance Experts, and over 15 years of experience in academia as a cognitive neuroscientist and behavioral economist. Dr. Tsipursky writes for Inc. Magazine, Time, Scientific American, Fast C...
Hilary DeCamp - Optimizing Your Market Research for Modern Consumers - S5E5
April 20, 2020 13:00 - 41 minutes - 38.4 MBHilary oversees LRW’s quantitative research methods, strategies and tactics. She especially loves to collaborate with LRW clients and staff to solve the most challenging business problems in a world of rapidly changing marketing tools and research methods. Hilary enjoys figuring out what matters to people, in both making their product choices and determining their customer satisfaction. Prior to joining LRW, Hilary previously served in research roles at M/A/R/C and Los Angeles Times. She gu...
S5E5: Hilary DeCamp - Optimizing Your Market Research for Modern Consumers
April 20, 2020 13:00 - 41 minutes - 38.4 MBHilary oversees LRW’s quantitative research methods, strategies and tactics. She especially loves to collaborate with LRW clients and staff to solve the most challenging business problems in a world of rapidly changing marketing tools and research methods. Hilary enjoys figuring out what matters to people, in both making their product choices and determining their customer satisfaction. Prior to joining LRW, Hilary previously served in research roles at M/A/R/C and Los Angeles Times. She gu...
S5E4: Chris Strub - How to Leverage a One-Post Social Media Strategy
April 13, 2020 13:00 - 45 minutes - 42 MBChris serves as both a consultant, offering social media best practices to nonprofits, and as an on-scene host, creating hours of real-time live video content to raise awareness and drive donations. In the winter of 2017, Chris served as a National Red Kettle Ambassador for The Salvation Army USA. When Chris isn't on scene at a giving day, social media conference or training session, he is based out of downtown Greenville, South Carolina. Chris is a live-stream content creator who's recorde...
Chris Strub - How to Leverage a One-Post Social Media Strategy - S5E4
April 13, 2020 13:00 - 45 minutes - 42 MBChris serves as both a consultant, offering social media best practices to nonprofits, and as an on-scene host, creating hours of real-time live video content to raise awareness and drive donations. In the winter of 2017, Chris served as a National Red Kettle Ambassador for The Salvation Army USA. When Chris isn't on scene at a giving day, social media conference or training session, he is based out of downtown Greenville, South Carolina. Chris is a live-stream content creator who's recorde...
Patricia Houston - Stop Shifting the Burden to Your Customers - S5E3
April 06, 2020 13:00 - 39 minutes - 36 MBPatricia (Tricia) Houston is an award-winning marketing research expert, experiential marketing aficionado, and visionary entrepreneur. She founded MMR LIVE Experience Design to help brands and agencies create better emotional connections with their audiences. Under Tricia's leadership, the team at MMR LIVE blends experiential marketing, research, and operational know-how into one integrated ethos. This next-gen approach is transforming innovation and organizational change to create #Experien...
S5E3: Patricia Houston - Stop Shifting the Burden to Your Customers
April 06, 2020 13:00 - 39 minutes - 36 MBPatricia (Tricia) Houston is an award-winning marketing research expert, experiential marketing aficionado, and visionary entrepreneur. She founded MMR LIVE Experience Design to help brands and agencies create better emotional connections with their audiences. Under Tricia's leadership, the team at MMR LIVE blends experiential marketing, research, and operational know-how into one integrated ethos. This next-gen approach is transforming innovation and organizational change to create #Experien...
Rob Markey - Are You Undervaluing Your Customers? - S5E2
March 30, 2020 15:24 - 45 minutes - 41.5 MBRob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He joined Bain in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries. Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He is co-author of the ultimate question 2.0 and hosts the Ne...
S5E2: Rob Markey - Are You Undervaluing Your Customers?
March 30, 2020 15:24 - 45 minutes - 41.5 MBRob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He joined Bain in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries. Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He is co-author of the ultimate question 2.0 and hosts the Ne...
S5E1: James Dodkins - The CX Rockstar's Return Tour
March 23, 2020 21:00 - 40 minutes - 37.2 MBA fan favorite and the CX Rockstar himself, James Dodkins joins us for another round. For those who don’t know him, James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. He recently wrapped up the ACXS, a program for training and certifying accredi...
James Dodkins - The CX Rockstar's Return Tour - S5E1
March 23, 2020 21:00 - 40 minutes - 37.2 MBA fan favorite and the CX Rockstar himself, James Dodkins joins us for another round. For those who don’t know him, James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. He recently wrapped up the ACXS, a program for training and certifying accredi...
Bonus Episode: Joe Pine - The Experience Economy is all about Time Well-Spent
December 23, 2019 14:00 - 39 minutesHappy Holidays from Voices of CX! So we did a thing, and got you a holiday gift this year! An exclusive episode with the most listened-to guest, best-selling author, world-renowned speaker and all around badass, B. Joe Pine the second. It's only going to be live for two weeks, and will go off-air on January first! So get the word out while you can; you won't want to miss it! Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/ Follow Worthix on Twitter: @worthix Follow Mary Drumond o...
Joe Pine - The Experience Economy is All About Time Well-Spent - S5E6
December 23, 2019 14:00 - 39 minutes - 36.4 MBB. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In December 2019 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competiting for Customer Time, Attention, and Money, featuring an all...
S5E6: Joe Pine - The Experience Economy is All About Time Well-Spent
December 23, 2019 14:00 - 39 minutes - 36.4 MBB. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In December 2019 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competiting for Customer Time, Attention, and Money, featuring an all...