Latest Customer journey Podcast Episodes
Effective Client Experience Strategies in Banking with Anton De Wet
Press 1 For Nick - May 01, 2024 14:40 - 27 minutesWelcome to another episode of Press 1 For Nick! Today, we have an interesting conversation with the banking maestro himself, Anton de Wet, Chief Client Officer at Ned Bank Retail and Business Banking. With a career that dates back to 1986, Anton is no stranger to pioneering strategies that re...
How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - March 28, 2024 04:19 - 16 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Omer Minkara, VP and Principal Analyst of Aberdeen Strategy & Research, for an in-depth exploration of Customer Experience (CX) influenced by AI and other technological advancements. Omer shares insights from his latest comprehensive study on CX trends, revealing ...
Driving Growth Through Exceptional Customer Experiences
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - March 14, 2024 04:05 - 23 minutes ★★★★★ - 7 ratingsOn this episode, Amelia is joined by Dan Gingiss, Chief Experience Officer of The Experience Maker, LLC and Author of "The Experience Maker," to explore the transformative power of exceptional customer experience (CX) and the role of digital transformation in today's customer service. Key Takeaw...
Beyond the Buzz: Real Strategies for Thriving in Customer Experience with Chris Hood
Press 1 For Nick - March 13, 2024 10:04 - 43 minutesWelcome to another episode of Press 1 For Nick! Today we have a treat for our listeners as we dive into the world of customer experience and strategy with Chris Hood, the mastermind business strategist and a recognized customer experience guru. In this episode, Chris shuns the allure of inflat...
How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - February 29, 2024 05:05 - 14 minutes ★★★★★ - 7 ratingsOn this episode, Amelia explores the intersection of outsourcing and digital transformation with Tom Luther, Director of Channel Partnerships at Outsource Consultants, LLC. They delve into how brands can leverage outsourcing to not only enhance customer journeys but also fund their digital initia...
AI’s Impact on Agent Performance and Satisfaction
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - February 15, 2024 05:18 - 15 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Roy Atkinson, CEO and Principal Advisor of Clifton Butterfield, LLC, to discuss the transformative role of artificial intelligence in enhancing customer service and agent performance. Roy highlights how AI can address common service pain points, provide real-time ...
How FlowForma Process Automation Ensures ISO Compliance
Automate & Elevate - February 13, 2024 15:00 - 10 minutesWelcome to ‘Automate & Elevate’ – a podcast brought to you by FlowForma. In every episode, we interview thought leaders or one of our own customers and ask them about their Digital Transformation journey to a paperless office. Tune in to learn best practices and recommendations directly from you...
Balancing Efficiency With Empathy in Customer Experience
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - February 01, 2024 05:12 - 16 minutes ★★★★★ - 7 ratingsIn this episode, Amelia welcomes Steven Van Belleghem, Co-Founder and Board Member of Nexxworks and Author of “A Diamond in the Rough.” They discuss the nuances of customer experience (CX) in the modern business landscape, discussing the integration of technology and human elements in crafting ex...
The Importance of Customer Feedback for Business Growth
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - January 18, 2024 08:05 - 22 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Rick Adams, Customer Success Management Mentor of ADAMS Success, Author, Trainer, Consultant and Business Owner at Practical CSM, and Business Consultant, Trainer and Coach at The Growth Consultancy. Rick and Amelia discuss: - The biggest differences between cust...
How Do CX Leaders Accelerate Decision Velocity With AI?
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - January 04, 2024 04:37 - 22 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Robin Gareiss, CEO and Principal Analyst at Metrigy, to explore the crucial role of customer experience (CX) in organizational decision-making. Key Takeaways: - Increased prioritizing of customer engagement. - Strategic approaches to enhancing CX technology. - ...
Mastering Self-Worth Beyond Others' Opinions with Dr. Michael Gervais
Press 1 For Nick - December 20, 2023 09:01 - 42 minutesWelcome back to another episode of "Press 1 For Nick"! In today's episode, we have the pleasure of having a special guest, Dr. Michael Gervais, Founder of Finding Mastery.Dr. Mike is a world-renowned psychologist and author of "The First Rule of Mastery," bringing two decades of experience worki...
Innovation in the Ever-Evolving Landscape of CX
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - December 14, 2023 05:30 - 11 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the University of Wisconsin-Madison. During this conversation, Dennis and Amelia discuss: - The first ever ...
J.J. Peterson - Co-Author of the Book, Marketing Made Simple [Marketing]
Press 1 For Nick - December 13, 2023 15:14 - 43 minutesJ.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing] ABOUT NICK GLIMSDAHL Subscribe to my bi-weekly newsletter Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books: Reasons NOT to...
Servant Leadership and Tribal Engagement with Garry Ridge [Servant Leadership]
Press 1 For Nick - December 06, 2023 09:51 - 26 minutesOverview: In this episode, Garry Ridge discusses the importance of servant leadership and tribal engagement in achieving success. He talks about the attributes of tribalism, such as learning and teaching, belonging, values, and specialization, and how these can be applied in modern organizations...
Generative AI: Empowering Employees and Managers To Be More Engaged
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - November 30, 2023 16:32 - 13 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Omer Minkara, Vice President and Principal Analyst of Aberdeen Strategy & Research. As a returning guest, Omer brings a wealth of knowledge, sharing cutting-edge research and insights into how generative AI is reshaping the landscape of customer service and busine...
Strategies for Success at Ford Motor Company, with Geralyn Gaines
Press 1 For Nick - November 29, 2023 06:28 - 25 minutesIn today's episode, we have the pleasure of having a special guest, Geralyn Gaines, Guest Experience Immersion Manager at Ford Motor Company.Join us on this episode of the Press One podcast as we speak with Geraldine Gaines, the Guest Experience Immersion Manager at Ford Motor Company. Geraldin...
Discovering Your Purpose: Living with Intention and Meaning, with Elizabeth Dixon
Press 1 For Nick - November 22, 2023 13:22 - 29 minutesEpisode Highlights: In today's episode, we have the pleasure of having a special guest, Elizabeth Dixon, President and CEO of Trilith Foundation.Join us as we dive into the importance of understanding and living out one's purpose in life, and how it can lead to personal and professional fulfill...
Mastering the Customer Journey: From Experience to Advocacy
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - November 09, 2023 14:32 - 15 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Kristi Faltorusso, Chief Customer Officer of ClientSuccess. Kristi and Amelia discuss the following topics: - The differences and overlap between Customer Success and Customer Experience. - Kristi’s experience, first in digital marketing and then a transition to ...
Unlocking the Transformative Power of AI in Customer Experience
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - October 26, 2023 04:02 - 18 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Jon Arnold, Principal at J Arnold & Associates. This is Jon’s fourth appearance on the show. During this conversation, Jon and Amelia discuss: - The transformative power of AI in customer experience. - The reason for choosing the term "transformative" for AI. -...
Balancing Workload and Prioritizing Tasks: Insights from a Golf Industry Professional [Golf Experience]
Press 1 For Nick - October 11, 2023 12:50 - 31 minutesEpisode Highlights: In this episode, Michael Tingey will be sharing his insights and experiences in the golf industry. He began his journey in the golf industry while still in college. Working as a sales associate at Uinta Golf in Utah, he sold golf clubs while pursuing his degree. As he appr...
The Correlation Between Customer Satisfaction and Profitability
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - October 05, 2023 13:14 - 16 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK. During this conversation, Jo and Amelia discuss: - The important correlation between customer satisfaction, profitability and ...
Elevating Your Workforce: Unraveling the Employee Experience with Joey Coleman [Employee Experience]
Press 1 For Nick - October 04, 2023 09:00 - 37 minutesJoin us for a captivating discussion on employee experience, including 'The First 100 Days' framework, unique employee benefits, and mastering the art of balancing engagement and care. Tune in to unlock your organization's workforce potential! 🌟 🎬 Episode Highlights: Shift from Customer to Empl...
Mastering Video Content Creation: Tips and Strategies to Connect with Your Target Audience, with Alex Sheridan [Video Experience]
Press 1 For Nick - September 27, 2023 09:00 - 40 minutesEpisode Highlights: Alex Sheridan, Founder of Impaxs, a marketing company that helps B2B companies build world-class brands, and attract clients through video content. He is an expert in strategy training and coaching for small to medium-sized companies, as well as providing top-notch video edi...
Leveraging Digital Channels in Today’s Ever-Evolving Workspace
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - September 21, 2023 04:38 - 16 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world. During this conversation, Nancy and Amelia discuss: - The evolution of d...
🍔 Crave-Worthy Burgers and Consistent Guest Experiences: The Secrets to Bobby's Burgers' Success. With Anne Pritz, CMO. [Guest Experience]
Press 1 For Nick - September 20, 2023 09:00 - 32 minutesAnne Pritz, a former aspiring veterinarian, had her career aspirations change to focus on the food industry. Anne's career path has since been dedicated to working with various food brands, both domestically and internationally, with a focus on supporting franchisees in growing and establishing...
The Power of Customer Experience: Insights from Kerry Bodine, Author and Global CX Expert [Customer Experience]
Press 1 For Nick - September 18, 2023 09:00 - 37 minutesKerry Bodine is the co-author of Outside In and a globally recognized customer experience expert. She founded Bodine & Co. in 2014 on the belief that unified and profitable customer experiences must be built from within — and that requires new ways of working and thinking. 0:41.206 People might...
Unveiling Excellence with Horst Schulze: A Journey from The Ritz-Carlton to Personal Mastery [Hospitality]
Press 1 For Nick - September 13, 2023 09:00 - 46 minutesIn this episode, we delve into the remarkable life and wisdom of Horst Schulze, a true luminary in the hospitality industry and a founding member of The Ritz-Carlton Hotel Company. Horst Schulze's profound insights have not only shaped the luxury hospitality landscape but have also empowered ind...
Mastering the Sales Experience: Insights with Jason Cutter, CEO of Cutter Consulting Group [Sales]
Press 1 For Nick - September 11, 2023 09:00 - 38 minutesJoin us on this enlightening episode of Press 1 For Nick as we sit down with Jason Cutter, CEO of Cutter Consulting Group, a renowned expert in mindset and scalability. With an unconventional background in Marine Biology, Jason has not only defied expectations but also redefined success in sales...
Making CX Simple With a Structured Approach
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers - September 07, 2023 04:00 - 26 minutes ★★★★★ - 7 ratingsOn this episode, Amelia welcomes Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd. During this conversation, Ian and Amelia discuss: - What complete performance means in the customer experience space. - Getting rid of complexity in CX and making it simple with a structured a...
From Consultant to Chief Marketing Officer at Dave's Hot Chicken
Press 1 For Nick - September 06, 2023 09:00 - 23 minutesEpisode Highlights: Brad Haley, the Chief Marketing Officer at Dave's Hot Chicken shares his journey with Dave's Hot Chicken, from starting as a consultant to becoming the CMO. He discusses the challenges of maintaining the brand's unique identity and quality as it grows rapidly. Brad emphasi...
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