Latest Customerexperience Podcast Episodes
Encore: Your CX Career
The CX Leader Podcast | A resource for customer experience leaders - April 16, 2024 10:00 - 29 minutes ★★★★★ - 22 ratingsProducer's Note: This episode originally released on March 7, 2023. Natalie Onions discussed how she became a customer experience professional and offered some great advice for newer CX pros on how to grow their careers in customer experience. Please note that this was recorded back in March of ...
Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX
CX Files - April 11, 2024 19:58 - 27 minutes ★★★★★ - 5 ratingsAlex Mead is the CEO of Total CX. He is based in Bahrain. Alex is a long time friend of the CX Files and he has featured before talking about the need for better CX advice and expertise across the industry. In this discussion with Peter he is talking about Bahrain and the opportunity for this ...
Ep. 162 - The cloud native journey
Next in Tech - April 09, 2024 14:59 - 25 minutes ★★★★★ - 25 ratingsWhile getting to a cloud native development pattern is a goal for most organizations, it can be a significant journey to transform both infrastructure and processes. Analyst Carl Lehmann joins host Eric Hanselman to explore the paths that can move enterprises forward. DevOps approaches can speed...
The Death Care Experience
The CX Leader Podcast | A resource for customer experience leaders - April 09, 2024 10:00 - 18 minutes ★★★★★ - 22 ratingsIt's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral homes and cemeteries walk a fine line of making the ...
306: Effective Intrapreneurship, with Louis K Gump
Voice of Influence - April 09, 2024 07:20 - 41 minutes ★★★★★ - 54 ratingsHow did The Weather Channel and CNN start and grow their mobile platforms? Louis K. Gump is here to talk about his experience as an "intrapreneur" and talk about advice from his book, The Inside Innovator: A Practical Guide to Intrapreneurship. Louis K. Gumpis a business builder, transforma...
Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap
CX Files - April 04, 2024 18:50 - 31 minutes ★★★★★ - 5 ratingsNirali Amin is the SVP Global Solutions and Success at LivePerson. She is based in the US. LivePerson recently published a report focused on the state of customer conversations and the emerging "AI gap" between the willingness of customers to use and accept AI customer service solutions and th...
Innovation Through Experience: Unpacking Jess McDonald's Business Mastery
The Michelle Pascoe Hospitality Podcast - April 04, 2024 07:04 - 46 minutesIn this episode, I delve into the intricacies of building businesses, navigating through evolutions, fostering innovative ideas, and leveraging corporate world experiences with none other than Jess McDonald. With a remarkable 25-year journey in retail that has taken her across the globe—from Jap...
554 John Fisher - Embracing Change One Step at a Time
Fast Leader Show | Customer Experience Leadership - April 03, 2024 16:00 - 47 minutes ★★★★★ - 55 ratingsIn this enlightening episode, Jim Rembach interviews John Fisher, delving into the heart of leadership and the transformative power of embracing personal change for organizational success. Fisher, with his rich background in psychology and business coaching, shares invaluable insights into the j...
Ep. 161 - Payment technology in automotive
Next in Tech - April 02, 2024 16:39 - 24 minutes ★★★★★ - 25 ratingsThe integration of payment technologies in the automotive realm offers interesting potential, but it has to be done with care to ensure customer experience meets expectations. FinTech’s move into the EV software ecosystem is a first step and analysts Beatriz Minamy and Sophia Furber join host Er...
Redesigning from Start to Finish
The CX Leader Podcast | A resource for customer experience leaders - April 02, 2024 10:00 - 30 minutes ★★★★★ - 22 ratingsJust like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it’s our responsibility to pay attention to the customers’ needs and expectations, and adjust accordingly. But sometimes it’s best to take a step back and look at the e...
305: Leadership Skills: Get Consensus While Providing Direction
Voice of Influence - April 02, 2024 07:57 - 19 minutes ★★★★★ - 54 ratingsWhat's the difference between being directive as a leader and being a leader that focuses on getting consensus? Are these two competing goals in your mind? Is it possible to bring the two together? In this episode Andrea discusses how you can identify and solve problems by shifting between pro...
Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX
CX Files - March 28, 2024 04:00 - 45 minutes ★★★★★ - 5 ratingsChris Hague is the head of marketing at yoummday. He is based in Prague, in the Czech Republic. Chris was at the recent CCW conference in Berlin and he posted some of his thoughts online about his views on the future of BPO - based on the conference trends. In this conversation with Mark Hilla...
Ep. 160 - AI use cases
Next in Tech - March 26, 2024 14:01 - 31 minutes ★★★★★ - 25 ratingsWhile there is no end of generative AI discussion, it’s not often clear how it’s being used. Nick Patience and Alex Johnston return to explore the results of a recent study that digs into AI use cases with host Eric Hanselman. Projects are charging forward and concerns around data dominate. Gett...
The CX Conundrum of Benchmarking
The CX Leader Podcast | A resource for customer experience leaders - March 26, 2024 10:00 - 37 minutes ★★★★★ - 22 ratingsWhat are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX programs when you converse with fellow CX pros? Benchmarking is an often-tackled problem for customer experience professionals and is not as simple as comparing y...
Competitive Socialising! Indoors and it's fun...
The Michelle Pascoe Hospitality Podcast - March 26, 2024 07:46 - 40 minutesIn this engaging episode, we dive into the world of Competitive Socialising, a concept that redefines the balance between work and leisure. Join us as we uncover the story of Sportsplus, a groundbreaking idea born out of a simple frustration with golf, which has since transformed into a thriving...
304: Finding Your Brilliant Difference, with Finka Jerkovic
Voice of Influence - March 26, 2024 07:12 - 44 minutes ★★★★★ - 54 ratingsWith 25+ years of experience in the leadership, sales, and financial services sphere, Finka Jerkovic realized that PEOPLE are the secret sauce to business growth. Now being the founder of Finka Inc., she pours into corporate companies and their teams through programs that support leadership d...
Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX
CX Files - March 21, 2024 04:00 - 33 minutes ★★★★★ - 5 ratingsRod Jones is a legend in the CX industry. Based in Johannesburg, South Africa, Rod is now a speaker, trainer, and coach - focusing his experience of contact centers and CX on the next generation of managers. Rod was 75 a few days back and he started his first business in 1972 - so he has exp...
Ep. 159 - KubeCon Preview
Next in Tech - March 19, 2024 13:27 - 32 minutes ★★★★★ - 25 ratingsThe spring edition of the Cloud Native Computing Foundation’s KubeCon/CloudNativeCon is about to get underway and Jean Atelsek and William Fellows return to discuss what will be playing out in the sessions and on the exhibit floor with host Eric Hanselman. The next stage of licensing pull back f...
Don't Forget Your Invoice
The CX Leader Podcast | A resource for customer experience leaders - March 19, 2024 10:00 - 25 minutes ★★★★★ - 22 ratingsThere are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an...
303: Expanding Your Influence Through A Book, with Michael Levin
Voice of Influence - March 19, 2024 07:03 - 37 minutes ★★★★★ - 54 ratingsNew York Times bestselling author and ghostwriter Michael Levin is the most prolific ghostwriter in the industry, having written, edited, published, or consulted on more than 1,000 books. Levin’s own books have been published by Simon and Schuster, Random House, Penguin, and a variety of other ...
Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community
CX Files - March 14, 2024 08:19 - 40 minutes ★★★★★ - 5 ratingsMatt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn... Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are stil...
Unlocking the Essence of Customer Service: Beyond Efficiency
The Michelle Pascoe Hospitality Podcast - March 14, 2024 03:58 - 22 minutesIn this episode, I delve into the essence of customer service and how it is so much more than mere efficiency and that it is all about unforgettable experiences. Reflecting on my recent travels across the east coast of Australia, where I've been training frontline teams and nurturing leadership ...
Ep. 158 - Mobile World Congress Review
Next in Tech - March 12, 2024 16:21 - 36 minutes ★★★★★ - 25 ratingsThe curtain has come down on Mobile World Congress for 2024, but the repercussions are just beginning to settle out. Brian Patridge and Rich Karpinski join host Eric Hanselman to look at what happened at the Congress and how the implications are panning out. 5G advanced and 6G were being soft pe...
The Empathetic Frontline
The CX Leader Podcast | A resource for customer experience leaders - March 12, 2024 11:00 - 28 minutes ★★★★★ - 22 ratingsGreat customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, s...
Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace
CX Files - March 07, 2024 13:42 - 36 minutes ★★★★★ - 5 ratingsDr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy. Lollie is focused on workplace performance and this includes how ...
553 Jeff Eschliman - Blueprints for Success in Work and Life
Fast Leader Show | Customer Experience Leadership - March 06, 2024 09:30 - 48 minutes ★★★★★ - 55 ratingsIn an inspiring exchange, Jeff Eschliman shares his journey from the idyllic landscapes of Fortuna, California, to becoming a visionary leader in the construction industry. His story, woven with the values instilled by his family and the wisdom gained from his military service, unfolds a compell...
Ep. 157 - AI Investing
Next in Tech - March 05, 2024 13:10 - 26 minutes ★★★★★ - 25 ratingsThe world of gen AI is complex, but the web of investments in both cash and infrastructure that are supporting the many AI companies is wildly intertwined. Analyst Melissa Incera returns to look at what these interrelationships mean with host Eric Hanselman. Typical investment priorities have be...
Encore: Your Opinion Counts
The CX Leader Podcast | A resource for customer experience leaders - March 05, 2024 11:00 - 16 minutes ★★★★★ - 22 ratingsProducer's Note: March 8th, 2024 is International Women’s Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for accelerating women’s equality. To join in this celebration, we’d like to encore an episode that ori...
302: Rules of Persuasion with Carlos A. Alvarenga
Voice of Influence - March 05, 2024 08:43 - 54 minutes ★★★★★ - 54 ratingsDo you want to be a thoughtful, effective communicator? In his latest book, Carlos A Alvarenga illuminates insights from research and classical writings to outline The Rules of Persuasion. On today's episode Carlos and Andrea discuss the chemistry between communicators and their audience that le...
Episode 216 - Exploring Service Industry Challenges & Innovations
The Michelle Pascoe Hospitality Podcast - March 05, 2024 05:57 - 28 minutes🎧 Tune in to the latest episode of The Michelle Pascoe Hospitality Podcast! 🌟 In this week’s episode, I take the guest seat to share my invaluable insights and experiences gained over three decades dedicated to the customer experience. Prepare to be inspired as I dive deep into the cust...
Related Customerexperience Topics
- Business 11
- Customerservice 11
- Leadership 9
- Marketing 6
- Management 5
- Technology 5
- Customerretention 4
- Contactcenter 3
- Employeeengagement 3
- Customer 3
- Customers 3
- Digitaltransformation 2
- Retail 2
- Smallbusiness 2
- Callcenter 2
- Customersuccess 2
- Communication 2
- Geospatial 2
- Mapping 2
- Consulting 2
- Cybersecurity 2
- Platforms 2
- Services 2
- Strategy 2
- Leader 2
- Chatbots 2