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
Dan Gingiss - Why Your CX Strategy Needs Social Media - S2E23
January 28, 2019 19:35 - 47 minutes - 43.5 MBDan is a marketing and customer experience executive who has consistently focused on delighting customers. He is also a keynote speaker, author, and podcaster. His career has spanned multiple disciplines including marketing, customer experience, social media, and customer service. He currently works at "Winning at Social" and has previously held leadership roles at several major brands, including McDonald’s, Humana, and Discover. Access the transcript on our blog at https://voicesofcx.com/wh...
S2 E23: Dan Gingiss - Why Your CX Strategy Needs Social Media
January 28, 2019 19:35 - 47 minutes - 43.5 MBDan is a marketing and customer experience executive who has consistently focused on delighting customers. He is also a keynote speaker, author, and podcaster. His career has spanned multiple disciplines including marketing, customer experience, social media, and customer service. He currently works at "Winning at Social" and has previously held leadership roles at several major brands, including McDonald’s, Humana, and Discover. Follow Worthix on LinkedIn: www.linkedin.com/company/worthix/ ...
S2 E22: Patrick Campbell - Market Research-- The Secret to Profitability
January 21, 2019 16:14 - 32 minutes - 29.8 MBPatrick Campbell is the Co-Founder and CEO of ProfitWell, the industry standard software for helping companies like Atlassian, Autodesk, Meetup, and Lyft with their monetization (through Price intelligently) and retention strategies. ProfitWell also provides a turnkey solution that powers the subscription financial metrics for over eight thousand subscription companies (it’s free and plugs right into your billing system). Prior to ProfitWell Patrick led Strategic Initiatives for Boston base...
Patrick Campbell - Market Research-- The Secret to Profitability - S2E22
January 21, 2019 16:14 - 32 minutes - 29.8 MBPatrick Campbell is the Co-Founder and CEO of ProfitWell, the industry standard software for helping companies like Atlassian, Autodesk, Meetup, and Lyft with their monetization (through Price intelligently) and retention strategies. ProfitWell also provides a turnkey solution that powers the subscription financial metrics for over eight thousand subscription companies (it’s free and plugs right into your billing system). Access the transcript on our blog at https://voicesofcx.com/market-re...
Michael Bartlett - Becoming a Certified CX Professional (CCXP) - S2E21
January 14, 2019 21:39 - 30 minutes - 28.3 MBMichael Bartlett is a recent transplant from the United Kingdom, Michael lives and works in Missouri as the Director of Experience Innovation at JMARK Business Solutions. He also runs his own Customer Experience training and consulting firm and is the author of CCXP Exam Preparation. Michael obtained his masters in Artificial Intelligence in 1999 and has been building NLP systems and Neural Networks ever since. His current focus is on using Human Centered Design to augment A.I. implementatio...
S2 E21: Michael Bartlett - Becoming a Certified CX Professional (CCXP)
January 14, 2019 21:39 - 30 minutes - 28.3 MBMichael Bartlett is a recent transplant from the United Kingdom, Michael lives and works in Missouri as the Director of Experience Innovation at JMARK Business Solutions. He also runs his own Customer Experience training and consulting firm and is the author of CCXP Exam Preparation. Michael obtained his masters in Artificial Intelligence in 1999 and has been building NLP systems and Neural Networks ever since. His current focus is on using Human Centered Design to augment A.I. implementatio...
S2 E20: Sidney Evans- Helping Brands Deliver Robust CX
January 08, 2019 13:10 - 27 minutes - 25 MBSidney Evans is an international expert and thought leader in branding and communications. He has published numerous articles in such publications as Branding Magazine, Forbes, and Oracle Marketing Cloud. Sidney is a pragmatic strategist and expert communicator. He helps people develop and communicate their unique brand through clear messaging and by implementing sound strategy. Sidney Evans was selected to join the Forbes Councils, whose members are hand-selected, to become part of a curate...
Sidney Evans - Helping Brands Deliver Robust CX - S2E20
January 08, 2019 13:10 - 27 minutes - 25 MBSidney Evans is an international expert and thought leader in branding and communications. He has published numerous articles in such publications as Branding Magazine, Forbes, and Oracle Marketing Cloud. Sidney is a pragmatic strategist and expert communicator. He helps people develop and communicate their unique brand through clear messaging and by implementing sound strategy. Sidney Evans was selected to join the Forbes Councils, whose members are hand-selected, to become part of a curate...
Sammy Courtright - The Surprising Impact of Wellness on Your CX - S2E19
December 17, 2018 16:35 - 31 minutes - 28.6 MBSammy Courtright is an attention to detail aficionado from the land down under who’s been with Fitspot from the very beginning. With a BA in Fine Arts from the University of Miami, she’s a nationally certified Pilates instructor who brings a blend of grit and imagination to the zillions of tasks that confront every startup. While she wears many hats at Fitspot, doing everything from sketching app screens to managing the customer experience, she can’t leave the house without her Akubra. Acces...
S2 E19: The Surprising Impact of Wellness on Your CX
December 17, 2018 16:35 - 31 minutesSammy Courtright is an attention to detail aficionado from the land down under who’s been with Fitspot from the very beginning. With a BA in Fine Arts from the University of Miami, she’s a nationally certified Pilates instructor who brings a blend of grit and imagination to the zillions of tasks that confront every startup. While she wears many hats at Fitspot, doing everything from sketching app screens to managing the customer experience, she can’t leave the house without her Akubra. Follo...
S2 E19: Sammy Courtright- The Surprising Impact of Wellness on Your CX
December 17, 2018 16:35 - 31 minutes - 28.6 MBSammy Courtright is an attention to detail aficionado from the land down under who’s been with Fitspot from the very beginning. With a BA in Fine Arts from the University of Miami, she’s a nationally certified Pilates instructor who brings a blend of grit and imagination to the zillions of tasks that confront every startup. While she wears many hats at Fitspot, doing everything from sketching app screens to managing the customer experience, she can’t leave the house without her Akubra. Follo...
Tom Goodwin - Stop Contemporizing Old Technology - S2E18
December 11, 2018 13:51 - 31 minutes - 28.4 MBTom Goodwin is the EVP, Head of Innovation at Zenith Media, his role is to understand new technology, behaviors and platforms and ideate and implement solutions for clients. An industry provocateur and commentator, he's a regular contributor to the Guardian, Inc, GQ, TechCrunch, Forbes, Ad Age, Ad Week, and Digiday and his work has featured in the New York Times, Economist and the Times. Voted the #1 voice in Marketing by LinkedIn and one of 30 people to follow on Twitter by Business Insider ...
S2 E18: Tom Goodwin- Stop Contemporizing Old Technology
December 11, 2018 13:51 - 31 minutes - 28.4 MBTom Goodwin is the EVP, Head of Innovation at Zenith Media, his role is to understand new technology, behaviors and platforms and ideate and implement solutions for clients. An industry provocateur and commentator, he's a regular contributor to the Guardian, Inc, GQ, TechCrunch, Forbes, Ad Age, Ad Week, and Digiday and his work has featured in the New York Times, Economist and the Times. Voted the #1 voice in Marketing by LinkedIn and one of 30 people to follow on Twitter by Business Insider ...
Gustavo Imhof - CX Metrics and KPIs in the Age of A.I. - S2E17
December 03, 2018 20:31 - 31 minutes - 29 MBGustavo Imhof has been recognized as one of the rising stars of Customer Experience. Recently nominated a "30 Up and Coming Leaders in CX" --aged below 30, he works with leading blue chip companies and spoken to audiences across Europe and in LATAM, helping people understand the DNA of great CX strategy. He is regularly featured on a number of leading Customer Experience portals and has contributed to a number of CX thought leadership publications. Gustavo is specialized in measurement, KPIs ...
S2 E17: Gustavo Imhof- CX Metrics and KPIs in the Age of A.I.
December 03, 2018 20:31 - 31 minutes - 29 MBGustavo Imhof has been recognized as one of the rising stars of Customer Experience. Recently nominated a "30 Up and Coming Leaders in CX" --aged below 30, he works with leading blue chip companies and spoken to audiences across Europe and in LATAM, helping people understand the DNA of great CX strategy. He is regularly featured on a number of leading Customer Experience portals and has contributed to a number of CX thought leadership publications. Gustavo is specialized in measurement, KPIs ...
Sue Duris - The Startup Playbook to CX - S2E16
November 26, 2018 17:49 - 31 minutes - 29.2 MBSue Duris is Co-Founder/Director of Marketing and Customer Experience of M4 Communications, a marketing and customer experience consulting firm that helps organizations build and grow their brands by coaching them how to be customer-centric, advising them on their digital transformation initiatives and collaborating with them to design omnichannel experiences that engage employees and deliver customer value. Sue received her BA in Economics from the University of Colorado and MBA from the U...
S2 E16: Sue Duris- The Startup Playbook to CX
November 26, 2018 17:49 - 31 minutes - 29.2 MBSue Duris is Co-Founder/Director of Marketing and Customer Experience of M4 Communications, a marketing and customer experience consulting firm that helps organizations build and grow their brands by coaching them how to be customer-centric, advising them on their digital transformation initiatives and collaborating with them to design omnichannel experiences that engage employees and deliver customer value. Sue received her BA in Economics from the University of Colorado and MBA from the U...
S2 E15: Nate Brown- Making Customer Feedback Matter
November 19, 2018 20:12 - 39 minutes - 36.2 MBNate Brown is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthi...
Nate Brown - Making Customer Feedback Matter - S2E15
November 19, 2018 20:12 - 39 minutes - 36.2 MBNate Brown is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Access the transcript on our blog at https://voicesofcx.com/making-customer-feedbac...
S2 E14: Shep Hyken - Disrupt The Competition and Create Fierce Loyalty
November 12, 2018 18:42 - 30 minutes - 27.6 MBShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the ...
Shep Hyken - Disrupt The Competition and Create Fierce Loyalty - S2E14
November 12, 2018 18:42 - 30 minutes - 27.6 MBShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the ...
Annette Franz - Employee Experiences Come First - S2E13
November 05, 2018 14:17 - 32 minutes - 29.5 MBAnnette Franz is founder and CEO of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, we can design a better experience for all constituents. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in...
S2 E13: Annette Franz- Employee Experiences Come First
November 05, 2018 14:17 - 32 minutes - 29.5 MBAnnette Franz is founder and CEO of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, we can design a better experience for all constituents. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in...
S2 E12: Ian Golding - Customer What?
October 29, 2018 03:05 - 40 minutes - 36.7 MBIan Golding, is a Certified Customer Experience Professional and Customer Experience specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. Ian has published over 500 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA)...
S2 E11: Ulla Sommerfelt and Jan Parr - How Design is Fueling Customer Experience
October 22, 2018 16:17 - 32 minutes - 29.8 MBUlla is CEO and co-founder of the EGGS group. Her dream is to create the world’s best workplace for creative people and she is well underway to realize this. EGGS is a company where professional and personal growth is a key driver. She works with one eye on the future and is fascinated by modern tech and how design methods can be applied to make tech make sense to people and create value for business and society. A very experienced leader with high levels of positive energy. Educated at BI No...
Ulla Sommerfelt and Jan Parr - How Design is Fueling Customer Experience - S2E11
October 22, 2018 16:17 - 32 minutes - 29.8 MBUlla is CEO and co-founder of the EGGS group. Her dream is to create the world’s best workplace for creative people and she is well underway to realize this. EGGS is a company where professional and personal growth is a key driver. She works with one eye on the future and is fascinated by modern tech and how design methods can be applied to make tech make sense to people and create value for business and society. A very experienced leader with high levels of positive energy. Educated at BI No...
S2 E10: Colin Shaw - Practicing CX Beyond Philosophy
October 15, 2018 13:53 - 29 minutes - 27.2 MBColin Shaw has been recognized by LinkedIn as one of the world's top 150 business INfluencers, where he has 220,000 followers of his work. Also by Brand Quarterly as one of the 'Top 50 Marketing Thought Leaders over 50'. Established in 2002, Colin is Founder & CEO of Beyond Philosophy, the world's first consultancy & training companies dedicated to Customer Experience. Colin is a best-selling author of five best-selling books. A sought-after keynote speaker Colin’s interactive presentation ...
Colin Shaw - Practicing CX Beyond Philosophy - S2E10
October 15, 2018 13:53 - 29 minutes - 27.2 MBColin Shaw has been recognized by LinkedIn as one of the world's top 150 business INfluencers, where he has 220,000 followers of his work. Also by Brand Quarterly as one of the 'Top 50 Marketing Thought Leaders over 50'. Established in 2002, Colin is Founder & CEO of Beyond Philosophy, the world's first consultancy & training companies dedicated to Customer Experience. Colin is a best-selling author of five best-selling books. A sought-after keynote speaker Colin’s interactive presentation ...
Ramsay Brown - Using A.I. to Map the Brain and Program Behavior - S2E9
October 08, 2018 19:59 - 39 minutes - 36.1 MBRamsay Brown is a NeuroTechnologist, Futurist Philosopher, and Escaped Circus Bear. Trained at USC's Brain Architecture Center, Rams worked on Brain Mapping and pioneered a Google Maps for the Brain. Now, he's CoFounder and Chief Operations Officer at Boundless.ai, where he and his team are leading the edge of Persuasive AI and Behavioral Design. Access the transcript on our blog at https://voicesofcx.com/using-ai-to-map-the-brain-and-program-behavior-ramsay-brown?utm_source=soundcloud&utm_...
S2 E9: Ramsay Brown - Using A.I. to Map the Brain and Program Behavior
October 08, 2018 19:59 - 39 minutes - 36.1 MBRamsay Brown is a NeuroTechnologist, Futurist Philosopher, and Escaped Circus Bear. Trained at USC's Brain Architecture Center, Rams worked on Brain Mapping and pioneered a Google Maps for the Brain. Now, he's CoFounder and Chief Operations Officer at Boundless.ai, where he and his team are leading the edge of Persuasive AI and Behavioral Design. Voices of Customer Experience is brought to you by Worthix: www.worthix.com Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/...
S2 E8: Max Israel - Setting The Stage for Design Driven Feedback
October 01, 2018 20:32 - 36 minutes - 33.3 MBMax Israel is founder and CEO of Customerville, creator of the design-driven customer experience management platform used by companies in over 20 countries. Founded in 2003, Max’s company currently works with brands in a wide variety of sectors, including airlines, hotels, medicine, insurance, banks, and retail. At Customerville, Max leads an innovative team who blend technology, art, and behavioral science to make the customer feedback process engaging and actionable – both for customer an...
Max Israel - Setting The Stage for Design Driven Feedback - S2E8
October 01, 2018 20:32 - 36 minutes - 33.3 MBMax Israel is founder and CEO of Customerville, creator of the design-driven customer experience management platform used by companies in over 20 countries. Founded in 2003, Max’s company currently works with brands in a wide variety of sectors, including airlines, hotels, medicine, insurance, banks, and retail. At Customerville, Max leads an innovative team who blend technology, art, and behavioral science to make the customer feedback process engaging and actionable – both for customer an...
S2 E7: Dr. Nammy Vedire - Using Deliberate Innovation to Drive Growth
September 24, 2018 15:18 - 38 minutes - 35.4 MBNamratha Vedire (Nammy) holds a Ph.D. in Electrical Engineering from Yale University. Her doctoral dissertation on the development of algorithms for 5G wireless communication technologies enabled her to cultivate a deep understanding of emerging wireless systems that will be integral for innovations in the fields of driverless cars, advanced mobile networks, virtual reality, and the Internet of Things. During the course of her graduate studies, she leveraged her technical knowledge, analyti...
Dr. Nammy Vedire - Using Deliberate Innovation to Drive Growth - S2E7
September 24, 2018 15:18 - 38 minutes - 35.4 MBNamratha Vedire (Nammy) holds a Ph.D. in Electrical Engineering from Yale University. Her doctoral dissertation on the development of algorithms for 5G wireless communication technologies enabled her to cultivate a deep understanding of emerging wireless systems that will be integral for innovations in the fields of driverless cars, advanced mobile networks, virtual reality, and the Internet of Things. During the course of her graduate studies, she leveraged her technical knowledge, analyti...
S2 E6: Michael Barber - Why Marketers Should Embrace Customer Experience
September 17, 2018 17:39 - 36 minutes - 33.2 MBMichael Barber is Senior Vice President, Chief Creative Officer at Godfrey. His work has been featured in The New York Times, The Wall Street Journal, and Forbes. This work has been awarded numerous industry awards, but more importantly has driven successes including the most effective and cost-efficient campaign in the history of a Fortune 500 company, a 160x return on ad spend, and 50 million earned media impressions within the first month of a new product launch. Michael is one of Marke...
Michael Barber - Why Marketers Should Embrace Customer Experience - S2E6
September 17, 2018 17:39 - 36 minutes - 33.2 MBMichael Barber is Senior Vice President, Chief Creative Officer at Godfrey. His work has been featured in The New York Times, The Wall Street Journal, and Forbes. This work has been awarded numerous industry awards, but more importantly has driven successes including the most effective and cost-efficient campaign in the history of a Fortune 500 company, a 160x return on ad spend, and 50 million earned media impressions within the first month of a new product launch. Michael is one of Marke...
S2 E5: Dominic Venturo - US Bank- Redefining Experiences Through Innovation
September 10, 2018 19:59 - 33 minutes - 30.5 MBDominic Venturo is executive vice president and chief innovation officer for U.S. Bank. In this role, he leads a team of visionaries who see potential in emerging technology or business models and adapt those to fit customer needs as they understand them today or how they envision them in the future. Mr. Venturo’s team develops new products, sets the strategy for emerging innovations in financial services and creates the environment within the bank through which these innovations are tested, ...
Dominic Venturo - US Bank- Redefining Experiences Through Innovation - S2E5
September 10, 2018 19:59 - 33 minutes - 30.5 MBDominic Venturo is executive vice president and chief innovation officer for U.S. Bank. In this role, he leads a team of visionaries who see potential in emerging technology or business models and adapt those to fit customer needs as they understand them today or how they envision them in the future. Mr. Venturo’s team develops new products, sets the strategy for emerging innovations in financial services and creates the environment within the bank through which these innovations are tested, ...
S2 E4: Prof. Dr. Phil Klaus - CX Vanguards, Outperform Your Competition By 600%
September 03, 2018 18:40 - 38 minutes - 35.5 MBProf. Dr. Phil Klaus is widely considered one of the leading global Customer Experience Strategists. He is the founder of Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience and Marketing Strategy at the International University of Monaco, bestselling author of “Measuring Customer Experience – How to Develop and Execute the Most Profitable Customer Experience Strategies,” Chairman of the PK Customer Experience Institute, and holds multiple visiting professorships around t...
Prof. Dr. Phil Klaus - CX Vanguards, Outperform Your Competition By 600% - S2E4
September 03, 2018 18:40 - 38 minutes - 35.5 MBProf. Dr. Phil Klaus is widely considered one of the leading global Customer Experience Strategists. He is the founder of Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience and Marketing Strategy at the International University of Monaco, bestselling author of “Measuring Customer Experience – How to Develop and Execute the Most Profitable Customer Experience Strategies,” Chairman of the PK Customer Experience Institute, and holds multiple visiting professorships around t...
S2 E3: Dan McCarthy - A Statistical Analysis of Your CX
August 27, 2018 20:06 - 31 minutes - 29.3 MBDan is an Assistant Professor of Marketing at Emory University's Goizueta School of Business. His research specialty is the application of the leading-edge statistical methodology to contemporary empirical marketing problems. His research interests include customer-based corporate valuation and customer lifetime value. His research has been accepted and published in top-tier academic journals such as the Journal of Marketing, the Journal of the American Statistical Association: Theory and Met...
Dan McCarthy - A Statistical Analysis of Your CX - S2E3
August 27, 2018 20:06 - 31 minutes - 29.3 MBDan is an Assistant Professor of Marketing at Emory University's Goizueta School of Business. His research specialty is the application of the leading-edge statistical methodology to contemporary empirical marketing problems. His research interests include customer-based corporate valuation and customer lifetime value. His research has been accepted and published in top-tier academic journals such as the Journal of Marketing, the Journal of the American Statistical Association: Theory and Met...
S2 E2: Yu-Kai Chou - Gamify the Experience
August 20, 2018 20:56 - 36 minutes - 33.4 MBYu-kai Chou is an Author and International Keynote Speaker on Gamification and Behavioral Design. He is the Original Creator of the Octalysis Framework, and the author of Actionable Gamification: Beyond Points, Badges, and Leaderboards. He is currently President of The Octalysis Group and the Founder of Octalysis Prime. Yu-kai has been a regular speaker/lecturer on gamification and motivation worldwide, including at organizations like Google, Tesla, Stanford University, LEGO, Sberbank, TEDx, ...
Yu-Kai Chou - Gamify the Experience - S2E2
August 20, 2018 20:56 - 36 minutes - 33.4 MBYu-kai Chou is an Author and International Keynote Speaker on Gamification and Behavioral Design. He is the Original Creator of the Octalysis Framework, and the author of Actionable Gamification: Beyond Points, Badges, and Leaderboards. He is currently President of The Octalysis Group and the Founder of Octalysis Prime. Yu-kai has been a regular speaker/lecturer on gamification and motivation worldwide, including at organizations like Google, Tesla, Stanford University, LEGO, Sberbank, TEDx, ...
S2 E1: Brian Solis - Designing the Future of CX
August 13, 2018 19:54 - 24 minutes - 22.1 MBBrian Solis is Principal Analyst and Futurist at Altimeter, the digital analyst group at Prophet. He studies disruptive technology and its impact on business. He is also a digital anthropologist who seeks to better understand how technology affects and shapes behaviors, norms and society. Through his research and published work, he humanizes all of these incredible trends to help leaders understand how technology and people are changing and what to do about it. In addition, Brian is an awa...
Brian Solis - Designing the Future of CX - S2E1
August 13, 2018 19:54 - 24 minutes - 22.1 MBBrian Solis is Principal Analyst and Futurist at Altimeter, the digital analyst group at Prophet. He studies disruptive technology and its impact on business. He is also a digital anthropologist who seeks to better understand how technology affects and shapes behaviors, norms and society. Through his research and published work, he humanizes all of these incredible trends to help leaders understand how technology and people are changing and what to do about it. In addition, Brian is an awa...
Best of Season 1
July 02, 2018 21:09 - 24 minutes - 22.1 MBListen to the Highlights of the season in this special episode hosted by Mary Drumond. Season 2 coming soon! Subscribe for updates! Follow Mary Drumond: LinkedIn: https://www.linkedin.com/in/marydrumond/ Twitter: @drumondmary Follow Joe Pine: @joepine Follow Emilia Chagas: @emilia_chagas Follow Tamara Gaffney: @tamarag Follow Peter Fader: @faderp Follow Rachael McBrearty: @RachaelMcB Follow Jeanne Bliss: @jeannebliss Go to the Voices of CX site to read more details: https://blog.wort...
S1 E8: Jeanne Bliss - Would You Do That to Your Mother?
June 18, 2018 21:33 - 37 minutes - 34.2 MBJeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBlis...
Jeanne Bliss - Would You Do That to Your Mother? - S1E8
June 18, 2018 21:33 - 37 minutes - 34.2 MBJeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBlis...
S1 E7: Rachael McBrearty - Designing a Customer Experience System
June 11, 2018 20:11 - 30 minutes - 28.1 MBRachael McBrearty, a customer experience executive and pioneer in the use of digital, IOT and analytics, talks with Voices of Customer Experience about Evolving the Customer Experience. As the former Chief Creative at Cisco, she shares her years of insights and expertise in developing customer strategies, designing brand enhancing experiences and leading organizational transformation that drives growth above industry standards. Follow Rachael McBrearty LinkedIn: linkedin.com/in/rachaelmcbrea...