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
Rachael McBrearty - Designing a Customer Experience System - S1E7
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. Access the transcript on our blog at https://voicesofcx.com/desi...
S1 E6: Peter Fader - When Customers Don’t Matter
June 04, 2018 12:12 - 29 minutes - 26.8 MBHear from marketing trailblazer, Peter Fader, Professor of Marketing at The Wharton School of University of Pennsylvania and author of Customer Centricity, share why not all customers deserve the same attention. He will discuss the real meaning of customer centricity and how companies can profit more by focusing on the right customers at the right time to get the right results. Follow Peter Fader LinkedIn: linkedin.com/in/peterfader/ Customer Experience Ebooks: www.worthix.com/resource-page...
Peter Fader - When Customers Don’t Matter - S1E6
June 04, 2018 12:12 - 29 minutes - 26.8 MBHear from marketing trailblazer, Peter Fader, Professor of Marketing at The Wharton School of University of Pennsylvania and author of Customer Centricity, share why not all customers deserve the same attention. He will discuss the real meaning of customer centricity and how companies can profit more by focusing on the right customers at the right time to get the right results. Access the transcript on our blog at https://voicesofcx.com/when-customers-dont-matter-peter-fader/?utm_source=soun...
S1 E5: Tamara Gaffney - How Adobe is Shaping Customer Experience
May 29, 2018 01:15 - 37 minutes - 34.6 MBAdobe’s Principal Analyst of Digital Insights, Tamara Gaffney, talks about The Experience Index and its focus on measuring consumer expectation and business impact of the experience-led business and future trends. She also shares information on Adobe’s new Experience League. Tamara heads up a new program at Adobe which is focused on measuring consumer expectations and business impact of the experience-led business. She also uses her long history in the technology industry and ability to inte...
Tamara Gaffney - How Adobe is Shaping Customer Experience - S1E5
May 29, 2018 01:15 - 37 minutes - 34.6 MBAdobe’s Principal Analyst of Digital Insights, Tamara Gaffney, talks about The Experience Index and its focus on measuring consumer expectation and business impact of the experience-led business and future trends. She also shares information on Adobe’s new Experience League. Tamara heads up a new program at Adobe which is focused on measuring consumer expectations and business impact of the experience-led business. She also uses her long history in the technology industry and ability to inte...
Larry Rosenberger - The Four Pillars of Behavior Analytics - S1E4
May 21, 2018 15:41 - 24 minutes - 22.5 MBFormer FICO CEO and Research Fellow, Larry Rosenberger and, Guilherme Cerqueira CEO of Worthix, took the stage together at FICO World 2018, where they addressed a packed house, requiring an “encore” session. In this special podcast episode recorded at the Fontainebleau Hotel in Miami Beach, the two of them sit down after the event to discuss the evolution of data science, optimizing decisions, prescriptive analytics, and the four pillars of behavior analytics and the impact on customer decis...
S1 E4: Larry Rosenberger - The Four Pillars of Behavior Analytics
May 21, 2018 15:41 - 24 minutes - 22.5 MBFormer FICO CEO and Research Fellow, Larry Rosenberger and, Guilherme Cerqueira CEO of Worthix, took the stage together at FICO World 2018, where they addressed a packed house, requiring an “encore” session. In this special podcast episode recorded at the Fontainebleau Hotel in Miami Beach, the two of them sit down after the event to discuss the evolution of data science, optimizing decisions, prescriptive analytics, and the four pillars of behavior analytics and the impact on customer decis...
Emilia Chagas - Customer Centricity in Startups - S1E3
May 11, 2018 19:53 - 22 minutes - 20.6 MBFrom the mind of a start-up CEO, we will talk Customer Centricity in Startup Culture. Nine-year content management veteran, Emilia Chagas, CEO and Co-Founder of Contentools, a Silicon-Valley bred all-in-one content marketing platform, talks the importance of focusing on the customer and content as you scale your business. Emilia covers what content creators need to grow in the Customer Experience Economy. She will dig into the importance of knowing and understanding your buyers’ persona, crea...
S1 E3: Emilia Chagas - Customer Centricity in Startups
May 11, 2018 19:53 - 22 minutes - 20.6 MBFrom the mind of a start-up CEO, we will talk Customer Centricity in Startup Culture. Nine-year content management veteran, Emilia Chagas, CEO and Co-Founder of Contentools, a Silicon-Valley bred all-in-one content marketing platform, talks the importance of focusing on the customer and content as you scale your business. Emilia covers what content creators need to grow in the Customer Experience Economy. She will dig into the importance of knowing and understanding your buyers’ persona, crea...
S1 E2: Ryan Hamilton - How to Drive and Impact Customer Decisions
May 08, 2018 11:04 - 38 minutes - 35.6 MBRyan Hamilton and Worthix's CEO Guilherme Cerqueira discuss what CX executives and marketers can start doing today to better understand decision rationality and improve their customer's experiences. Associate Professor of Marketing at Emory University’s Goizueta Business School and the co-author of The Intuitive Customer, Dr. Ryan Hamilton’s research investigates shopper decision-making: how brands, prices and choice architecture influence decision making at the point of purchase. His findin...
Ryan Hamilton - How to Drive and Impact Customer Decisions - S1E2
May 08, 2018 11:04 - 38 minutes - 35.6 MBRyan Hamilton and Worthix's CEO Guilherme Cerqueira discuss what CX executives and marketers can start doing today to better understand decision rationality and improve their customer's experiences. Associate Professor of Marketing at Emory University’s Goizueta Business School and the co-author of The Intuitive Customer, Dr. Ryan Hamilton’s research investigates shopper decision-making: how brands, prices and choice architecture influence decision making at the point of purchase. His findin...
Joe Pine - What's Next in Customer Experience - S1E1
April 30, 2018 14:14 - 38 minutes - 70.8 MBJoe Pine was the voice calling out about the coming of the experience economy long before it hit. His book, "The Experience Economy", written in 1998 helped lay the foundation of what is today's Customer Experience. Pine is a world renown thought leader in business, author, internationally acclaimed speaker, management advisor to Fortune 500 companies and entrepreneurial start-ups, and cofounder of Strategic Horizons. In this episode, he speaks to podcast host Crystal Garrett and guest-host ...
S1 E1: Joe Pine - What's Next in Customer Experience
April 30, 2018 14:14 - 38 minutes - 70.8 MBJoe Pine was the voice calling out about the coming of the experience economy long before it hit. His book, "The Experience Economy", written in 1998 helped lay the foundation of what is today's Customer Experience. Pine is a world renown thought leader in business, author, internationally acclaimed speaker, management advisor to Fortune 500 companies and entrepreneurial start-ups, and cofounder of Strategic Horizons. In this episode, he speaks to podcast host Crystal Garrett and guest-host ...