Latest Customerexperience Podcast Episodes
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...
🔓 106: The Golden Hoodie
In Before The Lock - March 05, 2024 05:00 - 1 hourBrian and Erica deep dive into customer awards programs and how to get them right. 🔓 5: A whole bag of crap The Golden Hoodie Alteryx Excellence Awards
Bruce Winder - The Future Opportunities And Challenges For CX In Retail
CX Files - February 29, 2024 15:05 - 25 minutes ★★★★★ - 5 ratingsBruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada. Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2...
Ep. 156 - Connecting with Customers
Next in Tech - February 27, 2024 14:00 - 24 minutes ★★★★★ - 25 ratingsDigital customer interactions are critical to business success. The effect on customer satisfaction can be dramatic, but the technology behind those interactions is often hidden. Raul Castañon Martinez joins host Eric Hanselman to look at Communications Platform and Contact Center as a Service (...
The Data that Drives Change
The CX Leader Podcast | A resource for customer experience leaders - February 27, 2024 11:00 - 31 minutes ★★★★★ - 22 ratingsIf you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring into action to fix whatever it was that caused the le...
301: Embracing Neurodiversity in the Workplace with Rev. Dr. Stephanie C. Holmes
Voice of Influence - February 27, 2024 08:33 - 51 minutes ★★★★★ - 54 ratingsAre your company policies and cultural norms creating unnecessary roadblocks for people? Neurodiversity is a term that recognizes the differences in all people, and is often used to refer to different thinking and behavior patterns in the context of the autistic spectrum. In this interview A...
Amplifying Women's Voices in Business
The Michelle Pascoe Hospitality Podcast - February 27, 2024 06:29 - 49 minutesIn this week’s episode my guest is an extraordinary woman shaping the business landscape. We unravel the remarkable journey of Jules, founder of Handle Your Own PR, She’s The Boss Group, and Australian Women Speakers. With over a decade of teaching small business owners the art of securing free ...
Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions
CX Files - February 22, 2024 04:00 - 22 minutes ★★★★★ - 5 ratingsVaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE. Vaishali is passionate about how data can be used to help both customers and brands by identifying preferences and trends. Peter Ryan called Vaishali to talk about making better business decisions by using data-...
Ep. 155 - Mobile World Congress Preview
Next in Tech - February 20, 2024 23:46 - 30 minutes ★★★★★ - 25 ratingsWhat has been the premier telecom conference has expanded to be a technology showcase for everything from IoT to AR/VR. Lynnette Luna, Julber Osio and Mohammed Hamza, part of the analyst team braving the 100,000 or so attendees converging on Barcelona, join host Eric Hanselman to discuss what th...
Products for Your Customers
The CX Leader Podcast | A resource for customer experience leaders - February 20, 2024 11:00 - 28 minutes ★★★★★ - 22 ratingsIt goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been for several versions can cause confusion and frustrati...
CHARITY HOUSIE HELPING CHILDREN - THE POWER OF EDUCATION
The Michelle Pascoe Hospitality Podcast - February 20, 2024 06:41 - 39 minutesWelcome to a heartwarming episode. In today's edition, we delve into the incredible impact that Learning Links has on children facing learning difficulties. Don, my guest, walks us through the remarkable work done by this organisation, highlighting their mission to help thousands of children no...
Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?
CX Files - February 16, 2024 09:47 - 31 minutes ★★★★★ - 5 ratingsRob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas. Rob also hosts the Next In Queue podcast - another CX-focused podcast. Peter Ryan called Rob to talk about CX lessons from his main day job, but also what he learns from talking to CX leaders across the worl...
Ep. 154 - Supply chain is back
Next in Tech - February 13, 2024 15:22 - 30 minutes ★★★★★ - 25 ratingsMany thought that supply chain woes faded with pandemic concerns, but they’re back and with new dimensions. Analyst Mark Fontecchio returns to explore its cyclic nature and the challenges technological approaches are facing with host Eric Hanselman. Shippers and logistics firms are refocusing on...
AI: The CX Power Tool
The CX Leader Podcast | A resource for customer experience leaders - February 13, 2024 11:00 - 26 minutes ★★★★★ - 22 ratingsEver see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that with A.I. - people pecking and swarming at you to try a...
300: What I Learned About Significance in Kenya
Voice of Influence - February 13, 2024 08:40 - 22 minutes ★★★★★ - 54 ratingsThere's an underutilized leadership skill that we're highlighting today in our 300th (woot, woot!) episode of the Voice of Influence podcast, and that's the skill of acknowledging significance of what people contribute and achieve. We're not talking about giving pats on the back or gold stars. I...
Mindstuck - A Tale of Two Minds
The Michelle Pascoe Hospitality Podcast - February 12, 2024 09:17 - 41 minutesIn this episode I interview Michael McQueen, multi-award winning speaker, change strategist and best selling author of 10 books, sharing insights into his recent book Mindstuck - Mastering the Art of Changing Minds. Mindstuck is a wonderful book blending straight talk and neuroscience. Having...
BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs
CX Files - February 08, 2024 18:58 - 15 minutes ★★★★★ - 5 ratingsOn February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in 2022, the previously successful company found itself in the red. On February 7, 2024, the UK media - starting with the Liverpool Echo - explain...
Bonus Content: Becoming Customer Obsessed
The CX Leader Podcast | A resource for customer experience leaders - February 08, 2024 16:32 - 5 minutes ★★★★★ - 22 ratingsBonus Content! We interview many great customer experience professionals and they have a ton of great advice to share. But sometimes we have leave some of the interview out of the final episode in order to keep our podcasts a reasonable length. So you're not left out of hearing all the wonderful...
Mike Harfield - Sigma Connected - Developing Great Career Options For CX Teams
CX Files - February 08, 2024 13:00 - 27 minutes ★★★★★ - 5 ratingsMike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this epsiode of CX Files Mark Hillary speaks to Mike about developing careers in CX. He explains how his company has explored impact sourcing initiatives across South Africa and the ...
552 Joshua Freedman - Embracing Emotional Intelligence
Fast Leader Show | Customer Experience Leadership - February 07, 2024 09:30 - 46 minutes ★★★★★ - 55 ratingsIn a riveting conversation with Joshua Freedman, a luminary in the emotional intelligence arena, listeners are treated to profound insights on how emotional intelligence shapes leadership, influences organizational culture, and catalyzes personal growth. Through the lens of the world's largest s...
Ep. 153 - Smart cities
Next in Tech - February 07, 2024 02:41 - 24 minutes ★★★★★ - 25 ratingsWhile visions of smart cities might conjure up flying cars and robot delivery, the reality is that many are leveraging digitization today with significant impacts on a smaller scale. Analyst Zoë Roth looks at what’s going on today and the potential for the future with host Eric Hanselman. Digita...
Related Customerexperience Topics
- Customerservice 11
- Business 11
- Leadership 9
- Marketing 6
- Technology 5
- Management 5
- Customerretention 4
- Customer 3
- Employeeengagement 3
- Contactcenter 3
- Customers 3
- Geospatial 2
- Mapping 2
- Consulting 2
- Cybersecurity 2
- Platforms 2
- Services 2
- Callcenter 2
- Leader 2
- Chatbots 2
- Communication 2
- Strategy 2
- Digitaltransformation 2
- Customersuccess 2
- Retail 2
- Smallbusiness 2