Latest Customerexperience Podcast Episodes
BREWING SUCCESS: HOW ALEX CRAFTS COMMUNITY AND COFFEE IN SYDNEY
The Michelle Pascoe Hospitality Podcast - April 30, 2024 07:00 - 54 minutesWelcome to this exciting episode of our podcast where we delve into the vibrant world of Sydney's specialty coffee and hospitality scene with Alex Williams, a seasoned entrepreneur and co-founder of three renowned retail brands: The Commune Project, Dachshund Coffee, and Anvil Coffee Co. With ov...
Work Friction: Less is More
The CX Leader Podcast | A resource for customer experience leaders - April 23, 2024 10:00 - 30 minutes ★★★★★ - 22 ratingsWe’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. S...
Chef’s Table to SEO: Jose Chavez’s Recipe for Digital Success
The Michelle Pascoe Hospitality Podcast - April 21, 2024 06:28 - 43 minutesOnce a high-flying chef in the world’s most prestigious kitchens, Jose Chavez has swapped his chef’s hat for the digital cap of SEO and blog growth mastery. With 15 years of stirring sauces and seasoning steaks in hatted establishments like Jacques Reymond and on shows such as MasterChef, Jose’s...
Bonus Content: The Empathetic Frontline
The CX Leader Podcast | A resource for customer experience leaders - April 18, 2024 10:00 - 7 minutes ★★★★★ - 22 ratingsBonus content are audio clips of interviews that we couldn’t include in an episode but still contains great advice for our listeners, and this content is only available to those that follow the show through their favorite podcast provider. In the episode " The Empathetic Frontline" (episode #3...
Paula Kennedy Garcia - CX Digital Delivery
CX Files - April 18, 2024 09:17 - 14 minutes ★★★★★ - 5 ratingsCX Outsourcers Special Edition: For the next two weeks CX Files will be published on both Monday and Thursday giving previews of the talks that will be taking place in Atlanta at the CX Outsourcers conference on May 1/2... --- Paula Kennedy Garcia is an old friend of the CX Files. She has se...
Ep. 163 - Enterprise Security Concerns
Next in Tech - April 17, 2024 12:08 - 22 minutes ★★★★★ - 25 ratingsEffectively managing information security for any enterprise can be a challenge, but airlines have to deal with the compounding effects of regulations in multiple domains, life safety issues and much more. Air New Zealand CISO, Phil Ross, joins host Eric Hanselman to discuss prioritizing cyberse...
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 ...
307: Leadership Skills: The Art of Putting Yourself Out There
Voice of Influence - April 16, 2024 06:18 - 21 minutes ★★★★★ - 54 ratingsAre you like most of us who find it hard to put ourselves out there? You are in good company! In this episode Andrea explores the difference between what we can and can't measure in ourselves and others, and shares a key lesson from the beautiful Netflix documentary "American Symphony" about Jon...
Season 3 - Coming May 14
Unconventional Business - April 12, 2024 02:10 - 1 minute ★★★★★ - 1 ratingUnconventional Business is back, with season 3 coming May 14th. Follow the show and get ready to hear from some of our best homegrown challenger brands, including Airwallex, Tracksuit, me&u, HotDoc, Gelato Messina and more.
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...
Brewing To a Different Tune
The Michelle Pascoe Hospitality Podcast - April 07, 2024 07:25 - 54 minutesRichard Jeffares' journey from craft beer enthusiast to gluten-free brewery pioneer is a tale of passion, resilience, and innovation. Diagnosed with Coeliac Disease in 2015, Jeffares faced the stark reality of a gluten-free diet, stripping him of the craft beer diversity he cherished in Australi...
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...
Related Customerexperience Topics
- Customerservice 11
- Business 11
- Leadership 9
- Marketing 6
- Management 5
- Technology 5
- Customerretention 4
- Customers 3
- Contactcenter 3
- Customer 3
- Employeeengagement 3
- Geospatial 2
- Mapping 2
- Consulting 2
- Cybersecurity 2
- Platforms 2
- Services 2
- Customersuccess 2
- Digitaltransformation 2
- Communication 2
- Smallbusiness 2
- Chatbots 2
- Callcenter 2
- Leader 2
- Retail 2
- Strategy 2