Latest Loyal Podcast Episodes
Analyzing the 2024 Gartner Magic Quadrant for CPaaS
CX Today - July 12, 2024 12:00 - 15 minutes ★★★★★ - 1 ratingCX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. They present an analysis of the 2024 Gartner Magic Quadrant for CPaaS. Together, they discuss some of the big talking points from the Gartner Magic Quadrant, which include: Top takeaways from t...
Evolving Family Travel, Not Chasing Deals & Disneyland Tips with Leslie Harvey
Miles to Memories - Conversations About Miles, Points & Travel - July 04, 2024 19:43 - 49 minutes ★★★★★ - 111 ratingsEpisode Description On this episode Shawn is joined by Leslie Harvey from Trips with Tykes and Disney Deciphered. The two discuss family travel and how it evolves over time plus some of the tricks Leslie uses to ensure her family trips go as smoothly as possible. The two also discuss Leslie'...
America's First And Only AllCar App On A Mission To ReInvent Car Ownership | John Spottiswood
CXChronicles Podcast - July 02, 2024 23:00 - 36 minutes ★★★★★ - 24 ratingsSend us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #234 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas for Customer Contact Week with John Spottiswood, Chief Operating Officer at Jerry based in Palo Alto, CA....
Cognigy Shares Plans for AI Workforce of the Future Post Funding Round
CX Today - July 01, 2024 14:00 - 9 minutes ★★★★★ - 1 ratingWatch on YouTube. CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments. In this video, they cover: The involved Series C funding round process and what the outcome means for the business Cognigy's plans for investment, including R&D a...
Big CX News - The Latest the Microsoft Dynamics 365 Contact Center, NICE MPower, & Salesforce
CX Today - June 27, 2024 19:00 - 44 minutes ★★★★★ - 1 ratingCX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from Microsoft, NICE, and Salesforce. In this edition, our CX experts include: Liz Miller, VP...
#555: Marigold's Top Ten Tips to Drive Lifelong Relationships and Greater Returns
Let's Talk Loyalty - June 27, 2024 01:00 - 33 minutes ★★★★★ - 16 ratingsThis episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Most marketers today are facing a perfect storm and increasing pressures - whether it's consumer's concerns about the cost of living or fundamental lifestyle shifts post pandemic, ...
Customer Journey AI: Examples, Outcomes, & What's Next?
CX Today - June 26, 2024 13:00 - 22 minutes ★★★★★ - 1 ratingCX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies. We kickstart the conversation by introducing an outcome-first approach to customer journey AI. From there, Martin shares several examples of AI in: - The Contact Center IVR - Customer Self-Service - ...
Email Customer Service: Challenges, Best Practices, & More
CX Today - June 26, 2024 10:00 - 10 minutes ★★★★★ - 1 ratingWatch on YouTube Email is still the second most leveraged channel for inbound customer conversations. Yet, email service experiences continue to underwhelm. Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion. In doing so, we cons...
#554 : Puntos Colombia: Más Que un Programa de Lealtad (Spanish Language Episode)
Let's Talk Loyalty - June 26, 2024 01:00 - 50 minutes ★★★★★ - 16 ratingsThis episode of Let's Talk Loyalty is in Spanish. En este episodio conocimos de parte de Mariana Botero, CEO de Puntos Colombia, lo que ha pasado en la plataforma de lealtad más relevante de la región y modelo a seguir de una coalición exitosa, como ha sido su evolución después de 6 años de hab...
#553: Adventures in Loyalty Financials – Sharing some good, bad and ugly
Let's Talk Loyalty - June 25, 2024 01:00 - 17 minutes ★★★★★ - 16 ratingsEach month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide....
Breaking Barriers One Conversation At A Time | Sharath Keshava Narayana
CXChronicles Podcast - June 24, 2024 19:00 - 20 minutes ★★★★★ - 24 ratingsSend us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #233 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas earlier this month with Sharath Keshava Narayana based in Palo Alto, CA. Sharath is the Co-Founder at S...
Three Lessons from a Travel Hacker + Thoughts on Bilt & Wells Fargo with Benjy Harmon
Miles to Memories - Conversations About Miles, Points & Travel - June 20, 2024 17:02 - 41 minutes ★★★★★ - 111 ratingsEpisode Description On this episode Shawn is joined by MtM Senior Editor and Moderator for our Diamond Lounge Benjy Harmon. Benjy is well known as being one of the most prolific members of the miles & points hobby, but today he is bringing three important lessons he thinks you should know. T...
#552: Meeting Dr Anna Pruska (CEO) and Piotr Kozlowski of Comarch at CUG
Let's Talk Loyalty - June 20, 2024 01:00 - 22 minutes ★★★★★ - 16 ratingsThis episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. This episode is very different to our usual episodes as it was recorded quite spontaneously at a recent event. The Comarch User Group is an annual meeting of Comarch’s clients who...
#551: What We Thought We Knew About Retention and Customer Lifetime Value
Let's Talk Loyalty - June 19, 2024 01:00 - 44 minutes ★★★★★ - 16 ratingsDaniel McCarthy is Assistant Professor at Emory University Goizieta School of Business. In this interview, Dan unpacks several deep layers of understanding around measuring retention and customer lifetime value. He highlights a concern that businesses state improved performance against reduced...
Curating Memorable & Profitable Customer Experiences at Molson Coors Beverage Company | Trey Wade
CXChronicles Podcast - June 18, 2024 17:00 - 32 minutes ★★★★★ - 24 ratingsSend us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #232 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas with Trey Wade, Head of Consumer Experience at Molson Coors Beverage Company based in Chicago, IL. As des...
How to Use GenAI to Improve Customer Service AND Cut Costs
CX Today - June 18, 2024 09:00 - 11 minutes ★★★★★ - 1 ratingWatch on YouTube. According to Gartner, the contact center is one of the top three business areas where enterprises want to deploy generative AI (GenAI). Recognizing this, we got in touch with Jonathan Barouch, Founder & CEO of Local Measure, to record this discussion. In doing so, we conside...
#550: Practice Checking for Sanity to Sustain Your Program
Let's Talk Loyalty - June 18, 2024 01:00 - 15 minutes ★★★★★ - 16 ratingsEach month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide...
Haunted Hotels, Pet Cafes & Our Fantastic Last Minute Bookings to Hawaii, Japan & Taiwan!
Miles to Memories - Conversations About Miles, Points & Travel - June 13, 2024 15:05 - 49 minutes ★★★★★ - 111 ratingsEpisode Description On this episode Shawn is joined by Joe Cheung to recap his recent trip to Hawaii, Japan and Taiwan. The trip was booked mostly last minute, built around a Starlux business class redemption home. Shawn discusses his time in Hawaii including why the Grand Hyatt Kauai has lo...
#549: WestJet's Loyalty Transformation & Evolution
Let's Talk Loyalty - June 13, 2024 01:00 - 37 minutes ★★★★★ - 16 ratingsThis episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today’s episode features a fascinating conversation with WestJet, Canada’s second biggest airline, as they embark on a significant transformation journey. WestJet took to the skie...
#548: Inside the Relaunched Carter’s Rewards Program with Kevin Severs
Let's Talk Loyalty - June 12, 2024 01:00 - 36 minutes ★★★★★ - 16 ratingsThis episode focuses on the newly relaunched Carter’s Rewards - the loyalty programme of a $3Bn children’s apparel retail business. The successful relaunch lowered customer thresholds, added tiers, and accelerated its personalization strategy. With Kevin Severs, the Director of Retention for Ca...
#547: Winning the CFO’s Heart in Loyalty Finance
Let's Talk Loyalty - June 11, 2024 01:00 - 15 minutes ★★★★★ - 16 ratingsLast week we kicked off a month-long discussion of Loyalty Financial Modeling with Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee. Drawing from material in Course #105 – Introduction to Loyalty Finance, Aaron and Bill are walking you through the essentials that you need...
CXChronicles Podcast Live At Customer Contact Week, Las Vegas 2024 Day 2 Recap | Kristi Faltorusso
CXChronicles Podcast - June 07, 2024 17:00 - 13 minutes ★★★★★ - 24 ratingsSend us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #231 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas. This is our CXCP Day 2 recap of the event. I was able to have my friend Kristi Faltorusso join us again...
MtM's Origin Story + Preview of 20 Minute Travel!
Miles to Memories - Conversations About Miles, Points & Travel - June 07, 2024 13:03 - 45 minutes ★★★★★ - 111 ratingsEpisode Description Learn about the MtM origin story plus get a preview of Shawn's new Youtube show/podcast 20 Minute Travel. We'll be back with a normal episode next week! Links 20 Minute Travel YouTube 20 Minute Travel Apple Podcasts 20 Minute Travel Spotify 20 Minute Trav...
CXChronicles Podcast Live At Customer Contact Week, Las Vegas 2024 | Kristi Faltorusso
CXChronicles Podcast - June 06, 2024 16:00 - 17 minutes ★★★★★ - 24 ratingsSend us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #230 we are live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas. This is our CXCP Day 1 recap of the event. I was able to have my friend Kristi Faltorusso join us on th...
Zoom on Its 246% Spike In Contact Center Deals & the Third Wave of CCaaS
CX Today - June 06, 2024 11:00 - 8 minutes ★★★★★ - 1 ratingWatch on YouTube. CX Today's Charlie Mitchell hosts Chris Morrisey, Head of CX Sales at Zoom. Broadcast from CCW 2024 in Las Vegas, we first discuss Zoom's 246 percent year-over-year (YoY) spike in CCaaS deals worth $100,000 in annual recurring revenue (ARR). From there, we consider: The thi...
#546: Loyalty TV LIVE with Mastercard - Influencing and Winning Loyalty in an Age of Choice
Let's Talk Loyalty - June 06, 2024 01:00 - 32 minutes ★★★★★ - 16 ratingsThis episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Mastercard recently hosted its latest Excellence in Customer Engagement Summit in Dubai, and Loyalty TV was delighted to attend. Against the backdrop of market uncertainties and a...
#545: Loyalty Simplified: Beyond Metrics and Into Meaningful Engagement
Let's Talk Loyalty - June 05, 2024 01:00 - 59 minutes ★★★★★ - 16 ratingsIn this insightful episode, we delve into the true essence of customer loyalty with Mark Proctor who is the Head of Loyalty & Retention at BIG4, Holiday Parks of Australia. Mark Proctor challenges the conventional metrics often used to gauge loyalty, advocating instead for a focus on emotional...
How Customer Onboarding Leads To Customer Success & Retention | Richard Convery
CXChronicles Podcast - June 04, 2024 18:00 - 51 minutes ★★★★★ - 24 ratingsSend us a Text Message. Hey CX Nation, In this week's episode of The CXChronicles Podcast #229 we welcomed Richard Convery, Founder & CEO of Ascendr based near London, England. Richard is an expert in effective SaaS customer onboarding, a customer success advocate and one of our leading str...
#544: Setting Strong Loyalty Financial Foundations
Let's Talk Loyalty - June 04, 2024 01:00 - 16 minutes ★★★★★ - 16 ratingsThe Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are your hosts for this week’s "Wiser Loyalty" podcast episode. We’re kicking off a new month with fresh content from The Loyalty Academy™ curriculum that provides an Introduction to Loyalty Financial Modeling (cou...
Thinking Outside of the Box in the Miles & Points Hobby with Dia Adams
Miles to Memories - Conversations About Miles, Points & Travel - May 30, 2024 13:00 - 49 minutes ★★★★★ - 111 ratingsEpisode Description On this episode Shawn is joined by long time creator and Senior Editor at Fortune Recommends Dia Adams. Dia has long been one of the people who thinks outside the box in this hobby. From which hotel programs are a sleeper to why FOMO is something to be avoided, she brings...
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