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
Jeff Toister - Jumpstart Your CX with a Service Culture Mindset - S4E14
November 18, 2019 21:00 - 38 minutes - 34.8 MBJeff Toister is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning, including Customer Service Fundamentals and Leading a Customer-Centric Culture. Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Mana...
S4E14: Jeff Toister - Jumpstart Your CX with a Service Culture Mindset
November 18, 2019 21:00 - 38 minutes - 34.8 MBJeff Toister is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning, including Customer Service Fundamentals and Leading a Customer-Centric Culture. Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Mana...
S4E13: Sangram Vajre - Boost Your Win Rate with Account Based Marketing
November 11, 2019 21:00 - 41 minutes - 38.2 MBSangram Vajre, co-founder and CMO of Terminus, is a passionate marketing geek who loves to solve problems, both analytically and creatively. Over the years, Sangram has amassed invaluable experience through his work with startups, consulting, and global companies. Before Terminus, Sangram led the marketing team at Pardot through its acquisition by ExactTarget, and then Salesforce. He's also the author of Account-Based Marketing For Dummies and is the mastermind behind #FlipMyFunnel. For thi...
Sangram Vajre - Boost Your Win Rate with Account Based Marketing - S4E13
November 11, 2019 21:00 - 41 minutes - 38.2 MBSangram Vajre, co-founder and CMO of Terminus, is a passionate marketing geek who loves to solve problems, both analytically and creatively. Over the years, Sangram has amassed invaluable experience through his work with startups, consulting, and global companies. Before Terminus, Sangram led the marketing team at Pardot through its acquisition by ExactTarget, and then Salesforce. He's also the author of Account-Based Marketing For Dummies and is the mastermind behind #FlipMyFunnel. For thi...
S4E12: Don Peppers - How Extreme Trust is Changing the CX Game
November 04, 2019 21:00 - 29 minutes - 27 MBDon Peppers is a bestselling author, blogger, and widely acclaimed keynote speaker, and global CX authority. A marketing futurist and accomplished trendspotter, Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, technologically fast-moving world. His latest book, Customer Experience: What, How and Why Now, provides insights and how-to recommendations for building and maintaining a truly customer-centric...
Don Peppers - How Extreme Trust is Changing the CX Game - S4E12
November 04, 2019 21:00 - 29 minutes - 27 MBDon Peppers is a bestselling author, blogger, and widely acclaimed keynote speaker, and global CX authority. A marketing futurist and accomplished trendspotter, Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, technologically fast-moving world. His latest book, Customer Experience: What, How and Why Now, provides insights and how-to recommendations for building and maintaining a truly customer-centric...
S4E11: Ted Wright - Word of Mouth: the Stone Age Marketing that Still Works
October 28, 2019 20:00 - 42 minutes - 38.6 MBTed Wright has been at the forefront of word of mouth marketing since he helped reignite the Pabst Blue Ribbon brand in 2000. Over the past decade, his agency has become a global leader in Word of Mouth marketing with clients on every continent. Ted has won numerous numerous public speaking awards on the subject, and for this special episode, he joined us live in the Worthix Podcast Studio in Atlanta.
Ted Wright - Word of Mouth: the Stone Age Marketing that Still Works - S4E11
October 28, 2019 20:00 - 42 minutes - 38.6 MBTed Wright has been at the forefront of word of mouth marketing since he helped reignite the Pabst Blue Ribbon brand in 2000. Over the past decade, his agency has become a global leader in Word of Mouth marketing with clients on every continent. Ted has won numerous public speaking awards on the subject, and for this special episode, he joined us live in the Worthix Podcast Studio in Atlanta. Access the transcript on our blog at https://voicesofcx.com/word-of-mouth-the-stone-age-marketing-...
S4E10: Mark Schaefer - How Brands can Beat the Marketing Rebellion
October 21, 2019 20:00 - 34 minutes - 31.2 MBMark Schaefer is a globally-recognized keynote speaker, educator, business consultant, and author. His blog {grow} is hailed as one of the top marketing blogs in the world. Mark has worked in global sales, PR, and marketing positions for more than 30 years and provides consulting services as Executive Director of Schaefer Marketing Solutions. He has advanced degrees in marketing and organizational development; holds seven patents; and is a faculty member of the graduate studies program at R...
Mark Schaefer - How Brands can Beat the Marketing Rebellion - S4E10
October 21, 2019 20:00 - 34 minutes - 31.2 MBMark Schaefer is a globally-recognized keynote speaker, educator, business consultant, and author. His blog {grow} is hailed as one of the top marketing blogs in the world. Mark has worked in global sales, PR, and marketing positions for more than 30 years and provides consulting services as Executive Director of Schaefer Marketing Solutions. He has advanced degrees in marketing and organizational development; holds seven patents; and is a faculty member of the graduate studies program at R...
Brian Solis - Be a Champion of Creativity in your CX - S4E9
October 14, 2019 20:00 - 23 minutes - 21.1 MBBrian Solis is a world-renowned digital anthropologist, keynote speaker, and bestselling author. Solis has studied and influenced the effects of emerging technology on businesses, marketing and culture. His research, talks and books help executives and also everyday people better understand the relationship between the evolution of technology and its impact on business and society, and the role we play in it. Brian previously joined us on Voices of CX: Season 2, talking about his book 'X: W...
S4E9: Brian Solis - Be a Champion of Creativity in your CX
October 14, 2019 20:00 - 23 minutes - 21.1 MBBrian Solis is a world-renowned digital anthropologist, keynote speaker, and bestselling author. Solis has studied and influenced the effects of emerging technology on businesses, marketing and culture. His research, talks and books help executives and also everyday people better understand the relationship between the evolution of technology and its impact on business and society, and the role we play in it. Brian previously joined us on Voices of CX: Season 2, talking about his book 'X: W...
Stacy Sherman - On the Front Lines of Customer Experience - S4E8
October 07, 2019 20:00 - 28 minutes - 25.7 MBStacy Sherman is known for her expertise in designing and implementing succesful customer-centric programs that differentiate B2C and B2B brands beyond price. She's currently head of customer experience and employee engagement at Schindler Elevator Corporation, where she's contributing to year by year revenue growth and portfolio protection. Other than CX, Stacy has led digital marketing and website conversion optimisation for reputable brands of all sizes and budgets, including Verizon Wir...
S4E8: Stacy Sherman - On the Front Lines of Customer Experience
October 07, 2019 20:00 - 28 minutes - 25.7 MBStacy Sherman is known for her expertise in designing and implementing succesful customer-centric programs that differentiate B2C and B2B brands beyond price. She's currently head of customer experience and employee engagement at Schindler Elevator Corporation, where she's contributing to year by year revenue growth and portfolio protection. Other than CX, Stacy has led digital marketing and website conversion optimisation for reputable brands of all sizes and budgets, including Verizon Wir...
Neal Schaffer - Maximize your Social in the Age of Influence - S4E7
September 30, 2019 18:00 - 33 minutes - 30.5 MBNeal Schaffer is a leading authority on helping businesses through their digital transformation of sales and marketing through consulting, training, and helping enterprises large and small develop and execute on social media marketing strategy, influencer marketing, and social selling initiatives. Fluent in Japanese and Mandarin Chinese, Neal is a popular social media speaker and has been invited to speak about digital media on four continents in a dozen countries. He is also the author of ...
S4E7: Neal Schaffer - Maximize your Social in the Age of Influence
September 30, 2019 18:00 - 33 minutes - 30.5 MBNeal Schaffer is a leading authority on helping businesses through their digital transformation of sales and marketing through consulting, training, and helping enterprises large and small develop and execute on social media marketing strategy, influencer marketing, and social selling initiatives. Fluent in Japanese and Mandarin Chinese, Neal is a popular social media speaker and has been invited to speak about digital media on four continents in a dozen countries. He is also the author of ...
Ryan Foland - Ditch the Act; Show Customers your Authentic Self - S4E6
September 23, 2019 20:00 - 36 minutes - 33 MBRyan is a Global Keynote Speaker and Managing Partner of InfluenceTree, a personal branding accelerator that teaches people how to build their brand, get featured in publications, and grow their social media following. Ryan’s clients include New York Times bestselling authors, venture capitalists, and Fortune 500 executives. His 3-1-3 Method and 4V Experience helps executives harness the power of vulnerability and authenticity to build a better, more relatable, more profitable brand. Recogn...
S4E6: Ryan Foland - Ditch the Act; Show Customers your Authentic Self
September 23, 2019 20:00 - 36 minutes - 33 MBRyan is a Global Keynote Speaker and Managing Partner of InfluenceTree, a personal branding accelerator that teaches people how to build their brand, get featured in publications, and grow their social media following. Ryan’s clients include New York Times bestselling authors, venture capitalists, and Fortune 500 executives. His 3-1-3 Method and 4V Experience helps executives harness the power of vulnerability and authenticity to build a better, more relatable, more profitable brand. Recogn...
Melanie Deziel - How to Tell Better Brand Stories - S4E5
September 16, 2019 20:00 - 28 minutes - 25.8 MBMelanie Deziel, the founder of StoryFuel, is an international keynote speaker and a lifelong storyteller, recognized as one of the world's leading experts in native advertising and branded content. As a speaker, she's taught marketers around the globe to think like journalists and tell better brand stories. She is a member of the National Speakers Association, and has graced the stages of industry-leading events like Content Marketing World, Native Ad Days, Social Media Marketing World, SXS...
S4E5: Melanie Deziel - How to Tell Better Brand Stories
September 16, 2019 20:00 - 28 minutes - 25.8 MBMelanie Deziel, the founder of StoryFuel, is an international keynote speaker and a lifelong storyteller, recognized as one of the world's leading experts in native advertising and branded content. As a speaker, she's taught marketers around the globe to think like journalists and tell better brand stories. She is a member of the National Speakers Association, and has graced the stages of industry-leading events like Content Marketing World, Native Ad Days, Social Media Marketing World, SXS...
Nir Eyal - Becoming Indistractable in an Online World - S4E4
September 09, 2019 20:00 - 29 minutes - 26.6 MBNir Eyal writes, consults, and teaches about the intersection of psychology, technology, and business. The M.I.T. Technology Review dubbed Nir, “The Prophet of Habit-Forming Technology.” Nir founded two tech companies since 2003 and has taught at the Stanford Graduate School of Business and the Hasso Plattner Institute of Design at Stanford. He is the author of the bestselling book, Hooked: How to Build Habit-Forming Products and Indistractable: How to Control Your Attention and Choose Your ...
S4E4: Nir Eyal - Becoming Indistractable in an Online World
September 09, 2019 20:00 - 29 minutes - 26.6 MBNir Eyal writes, consults, and teaches about the intersection of psychology, technology, and business. The M.I.T. Technology Review dubbed Nir, “The Prophet of Habit-Forming Technology.” Nir founded two tech companies since 2003 and has taught at the Stanford Graduate School of Business and the Hasso Plattner Institute of Design at Stanford. He is the author of the bestselling book, Hooked: How to Build Habit-Forming Products and Indistractable: How to Control Your Attention and Choose Your ...
Jeannie Walters - Make Compassion part of the Patient Experience - S4E3
September 02, 2019 20:00 - 33 minutes - 30.8 MBJeannie’s motto “Creating Fewer Ruined Days for Customers” has been adopted by business leaders who have benefited from her inspiring keynotes, her pioneering CX Cultural Transformation program, and her workshops and webinars. Customer Thermometer called Jeannie’s presentation on “Meaningful Micro-Interactions” one of the top five TED Talks on customer retention. Her podcast Crack the Customer Code, which she co-hosts with customer service expert Adam Toporek, has consistently garnered prai...
S4E3: Jeannie Walters - Make Compassion part of the Patient Experience
September 02, 2019 20:00 - 33 minutes - 30.8 MBJeannie’s motto “Creating Fewer Ruined Days for Customers” has been adopted by business leaders who have benefited from her inspiring keynotes, her pioneering CX Cultural Transformation program, and her workshops and webinars. Customer Thermometer called Jeannie’s presentation on “Meaningful Micro-Interactions” one of the top five TED Talks on customer retention. Her podcast Crack the Customer Code, which she co-hosts with customer service expert Adam Toporek, has consistently garnered prai...
S4E2: Joey Coleman - Be the Composer of your CX Symphony
August 26, 2019 19:59 - 36 minutes - 33.6 MBFor over a decade, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences. He is an award-winning speaker at both national and international conferences – competing against NY Times Bestselling authors, business leaders, and internet sensations. Joey specializes in creating uniq...
Joey Coleman - Be the Composer of your CX Symphony - S4E2
August 26, 2019 19:59 - 36 minutes - 33.6 MBFor over a decade, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences. He is an award-winning speaker at both national and international conferences – competing against NY Times Bestselling authors, business leaders, and internet sensations. Joey specializes in creating uniq...
S4E1: Tiffani Bova - Using CX as your Ultimate Growth Tool
August 19, 2019 20:00 - 30 minutes - 27.8 MBTiffani Bova is the growth and innovation evangelist at Salesforce and the author of the Wall Street Journal and bestselling book GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business. Bova was recently named to Thinkers50’s Radar Class of 2019 and was Thinker of the Month in December 2018. She has appeared on MSNBC and Yahoo Finance, among others, and was featured in the January 2019 issue of Rotman Management Magazine's Disruption Issue. She has also contributed t...
Tiffani Bova - Using CX as your Ultimate Growth Tool - S4E1
August 19, 2019 20:00 - 30 minutes - 27.8 MBTiffani Bova is the growth and innovation evangelist at Salesforce and the author of the Wall Street Journal and bestselling book GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business. Bova was recently named to Thinkers50’s Radar Class of 2019 and was Thinker of the Month in December 2018. She has appeared on MSNBC and Yahoo Finance, among others, and was featured in the January 2019 issue of Rotman Management Magazine's Disruption Issue. She has also contributed t...
S3 E11 - James Dodkins: Doing Customer Experience like an Actual, Real-Life Rockstar
June 03, 2019 21:18 - 29 minutes - 27.3 MBJames 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'. Follow Worthix on LinkedIn: https://www.linkedin.com/in/worthix/ Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: https://www.linkedin.com/in/marydrumond/ Follow Mary Drumon...
James Dodkins - Doing Customer Experience like an Actual, Real-Life Rockstar - S3E11
June 03, 2019 21:18 - 29 minutes - 27.3 MBJames 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'. Access the transcript on our blog at https://voicesofcx.com/doing-customer-experience-like-an-actual-real-life-rockstar-james-dodkins/?utm_source=soundcloud&utm_medium=description ...
Jim Kalbach - Creating Value through Mapping Experiences - S3E10
May 28, 2019 17:37 - 34 minutes - 31.2 MBJim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading visual online workspace for remote collaboration. Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Jim lived in Germany for 15 years before returning to the US in 2013. While there, he co-founded the European Information Architecture conferences, as wel...
S3 E10 - Jim Kalbach: Creating Value through Mapping Experiences
May 28, 2019 17:37 - 34 minutes - 31.2 MBJim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading visual online workspace for remote collaboration. Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Jim lived in Germany for 15 years before returning to the US in 2013. While there, he co-founded the European Information Architecture conferences, as wel...
S3 E9: Said Baaghil - Focus on Being Strikingly Different
May 20, 2019 17:44 - 34 minutes - 31.7 MBSaid Baaghil is the 'Unconventional' Branding and Marketing adviser whose out-of-the-box ideas ignite companies to rethink how to reach their target audience and build sustainable brands. His clientele consists of CEOs, and CMOs of leading organizations who are bold enough to be strikingly different from their competitors by breaking the chains of traditional patterns, evolving their business, and as result, creating brands that dominate the category. Known as the man who ‘Evolves Business...
Said Baaghil - Focus on Being Strikingly Different - S3E9
May 20, 2019 17:44 - 34 minutes - 31.7 MBSaid Baaghil is the 'Unconventional' Branding and Marketing adviser whose out-of-the-box ideas ignite companies to rethink how to reach their target audience and build sustainable brands. His clientele consists of CEOs, and CMOs of leading organizations who are bold enough to be strikingly different from their competitors by breaking the chains of traditional patterns, evolving their business, and as result, creating brands that dominate the category. Known as the man who ‘Evolves Business...
S3 E8 - Denise Lee Yohn: Closing the Gap Between Brand Vision and Customer Expectations
May 13, 2019 14:56 - 38 minutes - 35.2 MBDenise Lee Yohn is an author, a keynote speaker, and a brand leadership expert. Through her expertise and personal approach, Denise has inspired business leaders around the world to build great brands and exceptional organizations. Denise has authored several books and has been a regular contributor to The Harvard Business Review, and Forbes. She's also written for Fast Company, Entrepreneurs, Knowledge@Wharton, and Change This. She has appeared on media such as Fox Business TV, CNBC, Wall S...
Denise Lee Yohn - Closing the Gap Between Brand Vision and Customer Expectations - S3E8
May 13, 2019 14:56 - 38 minutes - 35.2 MBDenise Lee Yohn is an author, a keynote speaker, and a brand leadership expert. Through her expertise and personal approach, Denise has inspired business leaders around the world to build great brands and exceptional organizations. Denise has authored several books and has been a regular contributor to The Harvard Business Review, and Forbes. She's also written for Fast Company, Entrepreneurs, Knowledge@Wharton, and Change This. She has appeared on media such as Fox Business TV, CNBC, Wall S...
Adam Toporek - Customer Experience That Sticks - S3E7
May 06, 2019 15:40 - 45 minutes - 41.4 MBAdam Toporek is an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He is the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, the co-host of the Crack the Customer Code podcast, and the creator of the virtual training course, How to Deal with Difficult Customers. Adam is ...
S3 E7: Adam Toporek - Customer Experience That Sticks
May 06, 2019 15:40 - 45 minutes - 41.4 MBAdam Toporek is an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He is the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, the co-host of the Crack the Customer Code podcast, and the creator of the virtual training course, How to Deal with Difficult Customers. Adam is ...
S3 E6: Dennis Wakabayashi - The Secret to C-Suite Centricity
April 30, 2019 13:00 - 32 minutes - 29.9 MBDennis Wakabayashi is a world leading CX strategist, innovator and evangelist working with Fortune 100 brands to transform their businesses by making customer experience the most important and reliable element of every business decision. Dedicated to sharing his knowledge of the CX and integrated marketing space with colleagues, clients and other professionals, Wakabayashi is a CX subject matter expert who sits on Adobe’s Experience League Advisory Council and is a member of Service Desig...
Dennis Wakabayashi - The Secret to C-Suite Centricity - S3E6
April 30, 2019 13:00 - 32 minutes - 29.9 MBDennis Wakabayashi is a world leading CX strategist, innovator and evangelist working with Fortune 100 brands to transform their businesses by making customer experience the most important and reliable element of every business decision. Dedicated to sharing his knowledge of the CX and integrated marketing space with colleagues, clients and other professionals, Wakabayashi is a CX subject matter expert who sits on Adobe’s Experience League Advisory Council and is a member of Service Desig...
S3 E5: David Fish - The Importance of Actively Affecting Your Customers' Experiences
April 22, 2019 10:20 - 26 minutes - 24.3 MBDave Fish is founder and CEO of CuriosityCX an insights, creative, and customer experience agency. He has spent over 20 years understanding the grey areas of consumer behavior. Dave has been directly involved in designing and executing Customer Experience initiatives and has extensive supplier and client-side experience in all facets of consumer behavior research. Dave held executive positions at The Engine Group, The Mars Agency, MaritzCX, as well as at JD Power, American Savings Bank and ...
David Fish - The Importance of Actively Affecting Your Customers' Experiences - S3E5
April 22, 2019 10:20 - 26 minutes - 24.3 MBDave Fish is founder and CEO of CuriosityCX an insights, creative, and customer experience agency. He has spent over 20 years understanding the grey areas of consumer behavior. Dave has been directly involved in designing and executing Customer Experience initiatives and has extensive supplier and client-side experience in all facets of consumer behavior research. Dave held executive positions at The Engine Group, The Mars Agency, MaritzCX, as well as at JD Power, American Savings Bank and ...
Diane Magers - How the CXPA Created a Collaborative CX Community - S3E4
April 15, 2019 20:32 - 24 minutes - 22.7 MBDiane Magers is CEO of the CXPA-- The Customer Experience Professionals Association. Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels. Diane has demonstrated competence in startups, mid-size and Fortune 100 companies. Outstanding reputation for partne...
S3 E4: Diane Magers - How the CXPA Created a Collaborative CX Community
April 15, 2019 20:32 - 24 minutes - 22.7 MBDiane Magers is CEO of the CXPA-- The Customer Experience Professionals Association. Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels. Diane has demonstrated competence in startups, mid-size and Fortune 100 companies. Outstanding reputation for partne...
Matt Dixon - Why Reducing Effort Is The Secret to Retention - S3E3
April 08, 2019 17:01 - 30 minutes - 28.1 MBMatt Dixon is the co-author of The Challenger Sale, The Challenger Customer and The Effortless Experience--the book that launched Customer Effort Score (CES). He is also a frequent contributor to Harvard Business Review, and experienced advisor to senior executives on sales, service and customer experience. Matt is curently Chief Product and Research Officer at Tethr, an Austin based company that provides an AI-powered communications intelligence platform that listens to, accurately transcri...
S3 E3: Matt Dixon - Why Reducing Effort Is The Secret to Retention
April 08, 2019 17:01 - 30 minutes - 28.1 MBMatt Dixon is the co-author of The Challenger Sale, The Challenger Customer and The Effortless Experience--the book that launched Customer Effort Score (CES). He is also a frequent contributor to Harvard Business Review, and experienced advisor to senior executives on sales, service and customer experience. Matt is curently Chief Product and Research Officer at Tethr, an Austin based company that provides an AI-powered communications intelligence platform that listens to, accurately transcri...
S3 E2: Professor Marcus Cunha Jr - Leading the World's Best Marketing Research Program
April 01, 2019 14:31 - 25 minutes - 23.5 MBProfessor Marcus Cunha Jr is the director of the Master of Marketing Research program (MRR) at UGA. It is the first and most successful program of this nature (first class graduated in '81 and a network of 640+ alums). Its students are highly sought after with an employement rate of 100%. The 2017 GRIT report (Greenbook Research Industry Trends) showed that the UGA MMR is recalled three times as often as all the other programs combined. Professor Cunha holds a Ph.D in Marketing and Consumer...
Professor Marcus Cunha Jr - Leading the World's Best Marketing Research Program - S3E2
April 01, 2019 14:31 - 25 minutes - 23.5 MBProfessor Marcus Cunha Jr is the director of the Master of Marketing Research program (MRR) at UGA. It is the first and most successful program of this nature (first class graduated in '81 and a network of 640+ alums). Its students are highly sought after with an employment rate of 100%. The 2017 GRIT report (Greenbook Research Industry Trends) showed that the UGA MMR is recalled three times as often as all the other programs combined. Professor Cunha holds a Ph.D in Marketing and Consumer ...
S3 E1: Jay Baer - Creating Word of Mouth Advertising with Talk-Triggers
March 25, 2019 19:52 - 40 minutes - 37.5 MBJay Baer, CSP, CPAE has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince &Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world’s most important brands. Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute and is visited by more than 250,00...
Jay Baer - Creating Word of Mouth Advertising with Talk-Triggers - S3E1
March 25, 2019 19:52 - 40 minutes - 37.5 MBJay Baer, CSP, CPAE has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince &Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world’s most important brands. Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute and is visited by more than 250,00...