Voices of CX: Recent Episodes
Worthix
The Voices of CX is a customer experience podcast hosted by Worthix CMO and Editor in Chief of the Voices of CX Blog, Mary Drumond. She interviews top marketers, industry experts, thought leaders, and academics on how their markets overlap with CX.
Our topics focus on technological innovations in data science, market research and surveys; behavioral analytics and design; the implementation of Artificial Intelligence for marketing platforms, and how all these factors are revolutionizing the way companies dialogue and deliver memorable experiences to their customers.
The Voices of CX is brought to you by Worthix. Visit Worthix.com to learn more about how front-end AI is changing Voice of Customer programs.
This week, I had the chance to read the blueprint for customer obsession (literally) with the help of Marbue Brown. He’s a CX practitioner with years of experience at companies who can more or less take credit for starting the movement toward customer obsession. Amazon, Microsoft, Cisco, JP Morgan Chase… you know, just some mom-and-pop shops.We discuss how the truly customer-obsessed companies out there go to extremes. They do things in their day-to-day operations that would get most people laughed out of the room. And most importantly, they innovate nonstop, because customer expectations never stop changing, either.So get ready to hear an insider’s perspective from companies that brought customer-centricity mainstream and learn everything you can. Enjoy!🟠About Marbue BrownMarbue Brown is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com’s most significant mechanisms it uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy.🟠Connect with Marbue BrownFollow Marbue Brown on LinkedIn: www.linkedin.com/in/marbue-brown-43a8a52/Get Blueprint for Customer Obsession on Amazon: https://a.co/d/jd695U0🟠Connect with the Voices of CXFollow Worthix on LinkedIn: www.linkedin.com/company/worthix/Follow Worthix on Instagram: @voicesofcxFollow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/Follow Mary Drumond on Twitter: @drumondmary🟠About Voices of CX PodcastThe Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week, we got into the weeds of digital content production with A. Lee Judge. Lee is the co-founder and CEO of Content Monsta, a B2B marketing content agency that specializes in podcasting.What really sets him apart is his focus on generating and proving ROI which comes from his own experience as a marketer. There is a multitude of services for B2B marketers to outsource their content generation efforts, but Lee realized there was still a huge gap: a lack of providers who understood the needs of marketing from an insider’s perspective. So naturally, that was the need he set out to fulfill with Content Monsta.We get into the nitty-gritty of a content-based growth strategy, and opening the door for authentic marketing creativity from your employees – and in some special cases, customers too. Enjoy!🟠About A. Lee JudgeA. Lee Judge is the Co-Founder and CMO of Content Monsta, a content marketing production agency. Lee has over 25 years of marketing, media, and sales operation experience directing initiatives at multiple global technology organizations.🟠Connect with A. Lee JudgeFollow A. Lee Judge on LinkedInVisit Content Monsta at contentmonsta.comListen to The Business of Marketing Podcast at contentmonsta.com/podcasts🟠Connect with the Voices of CXFollow Worthix on LinkedInFollow Worthix on Instagram: @voicesofcxFollow Mary Drumond on LinkedInFollow Mary Drumond on Twitter: @drumondmary🟠About Voices of CX PodcastThe Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week, I talked to fellow podcaster and CX professional Rick Denton. He hosts the CX Passport podcast and believes that the best meals are served outside and require a passport, and I tend to agree with that! He’s also the managing principal at EX4CX, a business growth consultancy that wants to help CX professionals stop the “survey & score” mindset to start a “listen & act” one. Also agreed.He’s also recently had a change of mindset around where CX is in the pecking order of business goals. He now sees it more as a specialized tool to accomplish a job, and that job has always been creating customer value and business growth. Agree strongly.And that’s not to say CX is getting phased out – far from it. In fact, Rick sees countries around the world, particularly in the Middle East, embracing CX with a vengeance by piggybacking on the tried-and-true basics that are already working in the US and EU.Enjoy the show, and get ready to expand your horizons a little bit beyond just CX.🟠About Rick DentonRick Denton believes the best meals are served outside and require a passport.A sought after Customer Experience Advisor and keynote speaker, Rick enables companies to achieve Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach.As a Managing Principal at EX4CX – Execution for Customer Experience, Rick helps clients unlock tangible business value from their Voice of the Customer Programs, create Customer Experience visions, culture and reality while driving revenue growth & operational improvement.In his leadership roles prior to EX4CX such as with Bose, Capital One and several other industry champions, Rick created customer obsessed cultures, high performance execution systems, and clear outcome-oriented alignment. Rick delivered these results across multiple industries and company size profiles both domestically and internationally.In addition to scouring the globe for the best customer experiences, Rick, his wife and two children, love to travel the globe simply to travel. You’ll as easily find them in Texas as you’ll find them in Thailand. (Ask him about the fantastic grilled squid on a stick!…Or the not so great fried tarantula!) When he’s not with the family or clients, you’ll likely find Rick hiking on a mountain somewhere in the southwestern USA desert.Rick combines these loves by hosting the CX Passport podcast, a weekly talk with guests about customer experience and travel.🟠Connect with Rick DentonFollow Rick Denton on LinkedInVisit Rick’s consultancy at www.ex4cx.comFor tips and workbooks on achieving total VoC, visit www.totalvoc.comListen to Rick on the CX Passport podcast – www.cxpassport.com🟠Connect with the Voices of CXFollow Worthix on LinkedInFollow Worthix on Instagram: @voicesofcxFollow Mary Drumond on LinkedInFollow Mary Drumond on Twitter: @drumondmary🟠About Voices of CX PodcastThe Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week, I had the pleasure of speaking with Kristen Berman. She’s a behavioral scientist, CEO, and co-founder of Irrational Labs, helping teams apply behavioral design research to their products and services.
We covered multiple ways to think about behavior design, like studying the physical environment in which decisions are made, resolving conflicts with established metrics, and mapping customers’ path to your desired behavior using what Kristen calls “getting uncomfortably specific”.
Long-time listeners know that any day I get to geek out about behavioral design with an expert is a good day, so naturally, this episode was as fun as it was educational. Enjoy!
🟠About Kristen Berman Kristen is the co-founder of Irrational Labs, a behavioral economics product design company, with author and professor Dan Ariely. Irrational Labs has worked with hundreds of companies to increase the health, wealth, and happiness of users. Kristen also co-founded Common Cents Lab, a Duke University initiative dedicated to improving the financial well-being for low to middle Americans. Under Kristen’s leadership, Common Cents launched over 50 experiments with companies, positively impacting tens of thousands of people. She was on the founding team of the behavioral economics group at Google, a group that touched over 26 teams across Google, and she hosted one of the top behavioral change conferences globally, StartupOnomics.
🟠Connect with Kristen Berman Follow Kristen Berman on LinkedIn: https://www.linkedin.com/in/kristenberman/ Learn more about the science of Behavioral Economics and Design IrrationalLabs.com While you’re there, sign up for their Newsletter or enroll in a Behavioral Economics Bootcamp
🟠Would you like to read the full interview? Get the summary on our blog at
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voi... Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got feedback about the Voices of CX or want to be featured on the show? Let us know! Email us at contact@voicesofcx.com.
This week, I was joined by Mike Kuenne, owner and principal of Kuenne Advisory LLC. We discussed the complex reality of setting expectations in the hospitality industry. One guests’ memory-building experience is another’s one-star review, and the absolute norm in one region is a completely foreign experience in another.
A misalignment in expectations can ruin an otherwise good or even great experience. And hospitality has the huge responsibility of understanding the differences between these guest profiles and, not only accommodating them differently but finding opportunities to set expectations ahead of time so they’re not caught by surprise.
Without further ado, enjoy the episode!
🟠About Mike Kuenne Mike is the owner and Principal of Kuenne Advisory LLC and has 25 years of experience in industry and consulting across B2B and B2C channels. He brings a unique perspective by leveraging his diverse background across multiple organizational disciplines helping organizations create truly comprehensive strategies. Organizational leaders and Executive teams benefit from his broad experience in Technology, Corporate & Site Operations, Procurement / Sourcing Strategy, Administration, and Brand and Customer Experience. He enjoys sharing his passion for Customer Experience and has been featured on numerous podcasts and in various industry publications. He’s worked with many fortune 500 clients in consulting roles with PwC and North Highland, and held multiple industry leadership roles, most recently as Senior Vice President and Chief Customer Officer at Extended Stay America.
Mike earned his Bachelor’s degree in International Business & Political Science from Lehigh University and a Master’s degree in Business Administration from the University of Massachusetts – Amherst. He is an avid traveler and a passionate supporter and coach of youth sports. He resides in Charlotte, NC with his wife Wesley and their 3 children.
🟠Connect with Mike Kuenne Follow Mike on LinkedIn: https://www.linkedin.com/in/mkuenne/
🟠Would you like to read the full interview? Get the summary on our blog at
📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/ Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com
This week, I had a good friend on the show, Marcela Lay, SVP and Head of Client Strategy at Y Media Labs. Of all her passions, the one she makes her name from is the cultural transformation of companies. She draws a lot from her experience in hospitality, translating her standard of care for individual guests to a company level. She helps Silicon Valley tech companies focus on the customer with that same intensity, creating digital products and apps to make a company’s end-to-end experience as customer-centric as possible.
Get ready for the most thorough breakdown of design thinking we’ve had on the show from the company that exports Silicon Valley to the world. Hope you enjoy!
🟠About Marcela Lay Marcela is a strategic customer experience executive with 18+ years of experience working with Fortune 500 clients like State Farm, Albertsons, Lowe’s Home Improvement, Delta Air Lines and The Coca-Cola Company. Marcela’s broad and deep expertise in various industries allows her to bring a holistic and strategic approach to digital products and digital experience solutions — from conceptualizing to deploying those solutions.
Marcela has also spent her career pushing change and redefining the status quo. As a minority woman, a woman in tech and a woman in senior leadership, Marcela has broken gender, ethnic and managerial glass ceilings, not only for herself, but as a true ally and power agent for everyone she has the privilege to lead.
Marcela has been recognized among Campaign’s prestigious “40 over 40” winners, as a dual Stevie Award® winner for “Maverick of the Year” & “Women-run workplaces”, as a winner of the “Women Worth Watching®” Award, and as a “WIT Women of the Year” Honoree.
Marcela enjoys painting in acrylics, biking with her family, exploring new restaurants, traveling and exploring new cultures and reading a good business book in her free time.
🟠Connect with Marcela Lay Follow Marcela on LinkedIn: https://www.linkedin.com/in/marcelalayccxp/
🟠Would you like to read the full interview? Get the summary on our blog at https://voicesofcx.com/how-the-agency-exporting-silicon-valley-does-design-thinking-marcela-lay-s10e3/
📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/ Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com
This week, I had the pleasure of speaking with Alex Genov, Head of Marketing Insights and Customer Research at Zappos. We discussed the tension between academic research and its application in organizations, and how the human aspects of research found in qualitative studies get overlooked.
As Alex suggests, the key is fine-tuning the balance between the two, taking the time to understand where your limits and your customer’s needs meet. That's where you’ll find the practical, scalable solutions, instead of taking a cold average of human experience.
🟠About Alex Genov Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people’s lives easier and more enjoyable.
Currently Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. Alex has a PhD in Experimental Social Psychology and over 25 years of relevant experience – 5 years of academic research and over 20 years of customer research in the software industry.
Alex’s areas of expertise include: defining and measuring emotions, the psychology of individual differences, usability, market research and consumer segmentation, customer experience research and strategy.
🟠Connect with Alex Genov Follow Alex on LinkedIn: linkedin.com/in/alexgenov/ Get Alex's book here: https://www.amazon.com/Forget-Customer-See-Person-uncertain/dp/B0B14MBQRZ/ref=sr_1_1?qid=1652977263&refinements=p_27%3AAlex+Genov&s=books&sr=1-1&text=Alex+Genov
🟠Would you like to read the full interview? Get the summary on our blog at https://voicesofcx.com/making-qualitative-cx-data-practical-and-scalable-alex-genov/
📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/ Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com
To kick off the Voices of CX Podcast’s season 10, we hosted Graham Brown.
Graham and I took a good look at the human experience, complete with detours down memory lane. He’s a storyteller by trade, helping leaders tell better stories through data and showcasing great experiences.
In our discussion, we delved into the human side of business, and how companies get so focused on innovating that they lose the human aspects of business and end up commoditizing themselves anyway. Beyond that, people are afraid of getting replaced in the business world by increasingly sophisticated AI. But we think the reality is a lot more like augmenting humans, rather than replacing them.
This was a fun discussion, and a great kickoff to season 10. Enjoy!
🟠About Graham Brown Graham is the founder of Pikkal & Co – Award Winning Podcast Agency – an AI Powered, Data Driven B2B Podcast Agency in Singapore. He is a published author on the subject of The Digital Transformation of Communication, works including “The Human Communication Playbook”, “The Mobile Youth: Voices of the Connected Generation” – documenting the rise of mobile culture in the early 2000s in Japan, China, Africa and India and “Brand Love – How to Build a Brand Worth Talking About”.
🟠Connect with Graham Brown Follow Graham on LinkedIn: https://www.linkedin.com/in/grahamdbrown/ Visit GrahamDBrown.com
🟠Would you like to read the full interview? Get the summary on our blog at https://voicesofcx.com/how-storytelling-creates-customer-value-through-shared-experiences-graham-brown/
📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/ Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com
This week on the Voices of CX Podcast we hosted Peter Shafer, VP of Sales and Marketing at The Prosper Group. He gets up in the morning to connect the dots between human behaviors and the scientific data analysis that explains the story behind them. It would be hard enough if the fast-paced and unpredictable world we live in hadn't rendered most predictive analytics almost useless, but that doesn't stop him from bringing scientific rigor to every client's market research.
🟠About Peter Shafer Peter helps clients successfully invest in all types of digital marketing campaigns to effectively communicate their messages and build long-term audience engagement with our clients' brands.
In today's competitive digital environment, Peter knows that context, content, and collaboration are keys to success. He loves to help clients build digital strategies that work and exceed their expectations.
🟠Connect with Peter Shafer Follow Peter on LinkedIn Reach out at peter@everestcomms.com
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week on the Voices of CX Podcast we hosted AJ Davis, Founder and CEO of Experiment Zone, to discuss the utility of Conversion Rate Optimization, and how it bridges the gap between economics and human behavior. Understanding what really goes into customers' decision-making is a lot more complicated than simple AB testing; it might get you by, but it won't tell you the whole story. That's where AJ comes in.
🟠About AJ Davis AJ Davis is a Conversion Rate Optimization (CRO) Specialist. She’s the founder of Experiment Zone, a company that helps online businesses grow their revenue by improving the user experience of their website using scientific methods. Before starting Experiment Zone in 2017, AJ led optimization strategy for Fortune 500 companies during her tenure at Clearhead. She was also the lead UX researcher on the Google Optimize product.
🟠Connect with AJ Davis Follow AJ on LinkedIn
Check out ExperimentZone.com
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week on the Voices of CX Podcast we hosted Marilyn Mead, VP of Marketing at Winmo. We discussed how applying the authentic voice of the customer throughout the organization (with a focus on marketing) is one of the best ways to put your company on the path to being truly customer-centric.
🟠About Marilyn Mead As VP of Marketing for List Partners’ flagship brand Winmo, Marilyn oversees brand, product marketing, demand generation, and retention strategies. With Winmo since its 2015 market launch, Marilyn’s intuitive understanding of customer use cases crafts a marketing strategy that speaks to the needs of Winmo’s core audiences. She’s teamed up with customers to present at events including AdWeek and the National Sports Forum, among others. She thrives on collaborating with her team of marketing pros, and chatting with customers any chance she gets.
🟠Connect with Marilyn Mead Follow Marilyn on LinkedIn Follow Marilyn on Twitter @MarilynMead
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
On this week's CXIC, we unpacked the idea that CX is the backbone of the small business world with Hank Ebeling.
🟠About Hank Ebeling Hank Ebeling is a sought-after speaker and small-business entrepreneur and the founder and owner of H4 Training gyms. He’s built his career on a passion for customer service and customer experience, and today helps other small business owners transform their customer service. Hank hosts his popular Success Trails Podcast which focuses on small business owners and their success. Hank recently authored the book Crushing the Competition with Service, which is available on Amazon.
🟠Connect with Hank Ebeling Follow Hank on LinkedIn Follow Hank on Facebook: @hankebelingiv Follow Hank on Instagram: @hankebeling
Get Hank’s Book: Crushing The Competition With Service
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week on the Voices of CX Podcast we hosted Hank Ebeling, founder and owner of H4 Training gyms, and in a refreshing change of pace, the first small-business entrepreneur we've hosted on this podcast! But as you might expect, CX is no less important to small businesses just because it's easier to manage. In fact, it's even more important when you're face to face with the people you serve.
Read the full transcript on VoicesofCX.com:
🟠About Hank Ebeling Hank Ebeling is a sought-after speaker and small-business entrepreneur and the founder and owner of H4 Training gyms. He’s built his career on a passion for customer service and customer experience, and today helps other small business owners transform their customer service. Hank hosts his popular Success Trails Podcast which focuses on small business owners and their success. Hank recently authored the book Crushing the Competition with Service, which is available on Amazon.
🟠Connect with Hank Ebeling Follow Hank on LinkedIn Follow Hank on Facebook: @hankebelingiv Follow Hank on Instagram: @hankebeling
Get Hank’s Book: Crushing The Competition With Service
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
On this week's CXIC, we took a note from the book of Warren Buffett: 'People will forget what you said, people will forget, but people will never forget how you made them feel'. That's why treating people like people is so important, especially in business.
🟠About Crystal Garrett Professional writer, storyteller, and creator Crystal Garrett is a Sr. Copywriter at Salesforce, with over 15 years of experience creating content for television and film and demand-generating copy for digital media. Crystal has penned several episodes for Black Entertainment Television Network, optioned an original one-hour television series to Warner Brothers, had a screenplay adaptation stream on Netflix, and has a Hallmark made-for-television movie currently in production. Her collaborators include industry professionals Will Packer, Oscar-winner Regina King, Stephen Sondheim, Tyler Perry, and Sheldon Epps. Crystal earned her Master of Fine Arts degree at the prestigious Old Globe Theatre’s Professional Actors Program, University of San Diego on a full-ride scholarship and went on to hit the Broadway stage in a lead role. She has spent her free time volunteering at Riker’s Island’s high-security prison, Hosea Feed the Homeless, Charity:water, and Toys for Tots. She was born and raised in Seattle, WA, and has an affinity for the outdoors and travel.
🟠Connect with Crystal Garrett Follow Crystal on LinkedIn: https://www.linkedin.com/in/crystlike1/
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week on the Voices of CX Podcast we hosted a special guest: Crystal Garrett, Sr. Copywriter at Salesforce and - if you've been listening to the pod long enough to remember - our original host! Crystal and Mary reminisce about the origins of the VoCX Podcast and about how even B2B storytelling is made for people.
🟠About Crystal Garrett Professional writer, storyteller, and creator Crystal Garrett is a Sr. Copywriter at Salesforce, with over 15 years of experience creating content for television and film and demand-generating copy for digital media. Crystal has penned several episodes for Black Entertainment Television Network, optioned an original one-hour television series to Warner Brothers, had a screenplay adaptation stream on Netflix, and has a Hallmark made-for-television movie currently in production. Her collaborators include industry professionals Will Packer, Oscar-winner Regina King, Stephen Sondheim, Tyler Perry, and Sheldon Epps. Crystal earned her Master of Fine Arts degree at the prestigious Old Globe Theatre’s Professional Actors Program, University of San Diego on a full-ride scholarship and went on to hit the Broadway stage in a lead role. She has spent her free time volunteering at Riker’s Island’s high-security prison, Hosea Feed the Homeless, Charity:water, and Toys for Tots. She was born and raised in Seattle, WA, and has an affinity for the outdoors and travel.
🟠Connect with Crystal Garrett Follow Crystal on LinkedIn: https://www.linkedin.com/in/crystlike1/
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
Welcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you.
This week on the Voices of CX Podcast, we talked to Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise Virtual Solutions. His passion is for customer service and helping people understand how to create amazing customer experiences in a decentralized way.
Listen to the full episode here: https://voicesofcx.com/how-digitizing-and-decentralizing-creates-great-customer-experiences-jonathan-shroyer/
🟠Connect with Jonathan Shroyer Follow Jonathan on LinkedIn Follow Jonathan on Twitter @jjshroyer
🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix
🟠Subscribe to our Podcast about Customer Experience – Voices of CX
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week on the Voices of CX Podcast, we talked to Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise Virtual Solutions. His passion is for customer service and helping people understand how to create amazing customer experiences in a decentralized way.
🟠About Jonathan Shroyer CEO & Co-Founder Jonathan has been a customer service professional and leader for 22+ years, leading large teams at established companies such as Microsoft, Monster, and Autodesk, as well as startups like Postmates, Kabam, and Forte Labs. A thought leader in the industry, Jonathan can often be found speaking at CX conferences, participating in podcasts, and writing about his passion—the future of customer service and the CS marketplace.
🟠Connect with Jonathan Shroyer Follow Jonathan on LinkedIn Follow Jonathan on Twitter @jjshroyer
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
Welcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you.
This episode, we dive into the wide, multi-cultural and multi-faceted world of hospitality, where there’s no easy way to segment customers, let alone cater to every single one based on something as broad as a demographic. Alec Dalton was our customer-centric concierge for this trip, and helped us understand what it takes to keep up with the rapidly changing expectations of modern consumers.
Check out the full episode: https://voicesofcx.com/lessons-from-legendary-companies-in-the-hospitality-industry-alec-dalton/
🟠Connect with Alec Dalton Follow Alec on LinkedIn Follow Alec on Twitter Follow Alec on Instagram
Learn more about Alec’s experiences at www.alecdalton.com
Follow the Hospitality Leadership Academy at www.linkedin.com/company/hospitalityleadershipacademy/
Or check out their main page at www.hospitalityleadershipacademy.org
🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix
🟠Subscribe to our Podcast about Customer Experience – Voices of CX
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week on the Voices of CX Podcast, we talked to Alec Dalton, Co-founder & Partner of the Hospitality Leadership Academy about service concepts he's perfected over his decade in hotel operations and global quality management with brands like Marriott, The Ritz-Carlton, and Disney. We discuss why approaching exceptional service with an industrial mindset that leaves room for personal agency and empathy is the best of both worlds.
🟠About Alec Dalton Alec’s expertise and passion were formed throughout a decade in the hospitality industry, including hotel operations and corporate roles with Marriott International, The Ritz-Carlton, and Walt Disney Parks & Resorts. In 2020, Alec co-founded the Hospitality Leadership Academy to guide name-brand and boutique businesses to improve their CX quality and enhance employees’ service and leadership skills. In 2018, Hotel Management Magazine named Alec to the "30 Under 30" list of rising hospitality executives; in 2021, the Customer Experience Professionals Association recognized him as an inaugural "Emerging Leader in CX".
Alec co-authored the first two best-selling books in the Customer Experience series, and he is co-editor of the textbook Operations Management in the Hospitality Industry. Alec serves on the boards of the Customer Institute and HorizonCX, judges several international CX competitions, and delivers frequent keynotes regarding service science, quality management, and trends in hospitality.
🟠Connect with Alec Dalton Follow Alec on LinkedIn
Learn more about Alec’s experiences at www.alecdalton.com
Follow the Hospitality Leadership Academy at www.linkedin.com/company/hospitalityleadershipacademy/
Or check out their main page at www.hospitalityleadershipacademy.org
🟠Visit VoicesofCX.com to read the full transcript and sign up to our newsletter: https://voicesofcx.com/lessons-from-legendary-companies-in-the-hospitality-industry-alec-dalton/
🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
Welcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new today!
This episode, we take some key points from Amelia Dunlop (CXO Deloitte Digital) and her views on the human experience at work. She challenges the idea that feeling love and compassion at work is like breaking down a wall between church and state. Understanding people from a human perspective makes us better people, and by extension, better at our jobs, too.
🟠Check out the full episode here: https://voicesofcx.com/elevating-the-human-experience-amelia-dunlop/
📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voi... Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week on the Voices of CX Podcast, we talked to Amelia Dunlop, Chief Experience Officer at Deloitte Digital. She talked about her greatest passion, elevating the human experience in the workplace and how love should be part of that conversation.
🟠About Amelia Dunlop As Chief Experience Officer at Deloitte Digital and leader of the US Customer Strategy and Applied Design practice for Deloitte Consulting LLP, Amelia Dunlop helps companies develop winning strategies that combine innovation, creativity, and digital strategy.
Amelia received Consulting Magazine’s 2020 Top Women in Technology Award for Excellence in Innovation. She is author of the book, Elevating the Human Experience: Three Paths to Love and Worth at Work.
Amelia leads a team of problem solvers who use human-centered design and customer insights strategy to help businesses shift their focus from the customer experience to the human experience. As marketers, she says we have an opportunity to create more human experiences—earning long-term loyalty and trust in the process.
Amelia loves helping clients tackle their toughest problems. For her, the best kind of problem requires thinking in a new and different way. She enjoys helping clients create solutions and build the organizational momentum to turn the future they imagine into a reality.
She writes and speaks regularly about human experience, creativity, and customer strategy, and contributes to the Wall Street Journal’s CMO Journal and Adweek. She also serves on the board of the MacDowell Colony, a national not-for-profit organization that creates space for artists.
Born in London, she has lived and worked across Europe, Asia, Africa, the Middle East, and India. These days she lives with her husband and three children in Boston.
🟠Connect with Amelia Dunlop Follow Amelia on LinkedIn Follow Amelia on Twitter
Learn more about the book Elevating the Human Experience: Three Paths to Love and Worth at Work here: http://www.deloittedigital.com/us/ehxbook
Pre-order your copy of “Elevating the Human Experience”
Stay in the know with her book on Facebook, YouTube, and Twitter.
Amelia’s website: https://www.ameliadunlop.com/
🟠Visit VoicesofCX.com to read the full transcript and sign up to our newsletter: https://voicesofcx.com/elevating-the-human-experience-amelia-dunlop/
🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
Welcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new today!
This episode, we take some key points from Matt Fingerhut (Senior VP of GCO, Hootsuite) and break down how to use them to create the best possible structure for your company's social media strategy.
- Who am I creating this social media for?
- What do my customers expect from this channel of communication?
- What are my overall goals as a company with social media?
🟠Check out the full episode here: https://voicesofcx.com/how-hootsuite-teaches-brands-to-serve-customers-better/
📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voi... Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
This week on the Voices of CX Podcast, we talked to Matt Fingerhut, Senior VP of Hootsuite's Global Customer Organization. We'll dive into how Hootsuite teaches brands to serve customers better by wielding social media intentionally and responsibly.
🟠About Matt Fingerhut Matt's grateful to be on this podcast, on our planet, at Hootsuite, and among his friends and family. He appreciates it all, and tries his best to listen, learn, connect, and pay it forward.
For Hootsuite, Matt is the Senior Vice President of their Global Customer Organization, responsible for all things connected to their customers' post sales experience. In his role, Matt's priorities are simple: to nurture a culture in which his team can be their best, fearless, true selves; to build trust with Hootsuite's customers, leading and enabling them to be wildly successful leveraging the power of social; to inspire his team to do better for each other and for customers every single day; and to ensure Hootsuite's an ever-customer-obsessed place to work.
Matt's journey in technology began painfully, at Andersen Consulting, writing awful COBOL code for accounts payable systems for a grocery chain. He quit that and decided to pursue a career in non-profit. When he found it impossible to get paid, he wandered into Apple Computer, and that's when his career took off. In technology, Matt lucked into a fast-growing, dynamic, messy, and highly consequential field of work.
Since Apple, Matt's had quite the fortunate career: 18 years at Microsoft as Partner and General Manager, time at Salesforce as SVP in Customer Success, at Nordstrom as SVP leading Customer Care, at Amperity leading Customer Success, and a few more. Matt's seen, done, inquired, learned, taught, led, hated from time to time, loved, and grown. He has strong experience leading all things post sales, and thrives working with executive teams to connect, and to win. While he appreciates software, he is truly passionate about helping unlock the magic and potential of those around him.
Matt has an undergraduate degree from Stanford University. He lives in Seattle with his wife, three kids, three dogs, and one cat.
🟠To read the full transcript and sign up to our newsletter, visit the Voices of CX Blog: https://voicesofcx.com/how-hootsuite-teaches-brands-to-serve-customers-better/
🟠Connect with Matt Fingerhut Follow Matt on LinkedIn: https://www.linkedin.com/in/matthewfingerhut/
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
Welcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Some concepts are worth elaborating on and putting in a real-world business context to be truly useful. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new today! On the 100-Episode Special of the Voices of CX Podcast, we flipped the script and put Mary on the hot seat! We had previous guests and even some listeners send in their questions to Mary to really pick her brain on CX.
🟠Check out the full episode here: https://voicesofcx.com/all-about-voices-of-cx-with-mary-drumond/
📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
On this week's episode, we brought on...the host! That's right, Mary Drumond, Worthix CMO and Editor-in-Chief of the Voices of CX blog gets the script flipped and takes the hot seat. Will she survive the onslaught of deep, thought-provoking questions from none other than her previous guests and her own listeners?
🟠Visit VoicesofCX.com to read the full transcript and sign up to our newsletter
Mary Drumond is Chief Marketing Officer at Worthix and host of Voices of CX Podcast. She is also an entrepreneur who has been through the trenches, starting as an instructor and working her way up to Sales and Marketing Director before acquiring the Advance Languages EFL school. Mary is passionate about consumer behavior and has extensive experience in marketing research, focusing on customer experience (CX) and customer experience management (CEM). Mary currently serves as a board member for the University of Georgia Master’s in Market Research program, is the CX chair of Officium Labs, and co-chair of Latinas in Tech Atlanta. Outside of work, Mary takes strength to another level, and is an accomplished olympic weightlifter.
🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix Follow Worthix on Twitter: @worthix
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@voicesofcx.com).
For this episode, we curated the best of Voices of CX Season 8 to find the ones that pushed our thoughts on CX in new and exciting directions.
Our Picks (full episodes): Chelsea Kim – Pay it Forward with Empathy; a New Way to Bank: https://bit.ly/3Egl2BM Chris Wallace – Scaling Frontline CX Knowledge Throughout Your Company: https://bit.ly/3peZWPI Howard Tiersky – A Customer-Centric Approach to Digital Transformation: https://bit.ly/3sqyVuK Dan Gingiss – What Makes a Remarkable, Shareable Customer Experience?: https://bit.ly/3FcLv4l Leslie Short – Create a Company Culture You Can Be Proud Of with DEI: https://bit.ly/3q8PDMg
🟠Check out the video episode on our blog: https://voicesofcx.com/best-of-voices-of-cx-podcast-season-8/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this week’s episode, we talked to Chris Wallace about scaling the best of your frontline employee’s knowledge, experience and expertise all the way up to the executive suite so that your company can make the most of it.
🟠About Chris Wallace Chris is the Co-Founder and President of InnerView, a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. At InnerView, Chris and his team have developed the breakthrough Brand Transfer Study tool, which helps companies measure brand message alignment and engage their frontlines in innovative new ways.
Chris has expertise across a range of industries, all with a common thread of being large consumer-focused businesses, including consumer products, manufacturing, cable and telecommunications, banking and luxury goods.
Beyond his work with clients, Chris is able to apply his passions as a teacher and thought leader. He has taught as an adjunct MBA professor at Temple’s Fox School of Business and has been published in outlets such as Harvard Business Review and Ad Age. Chris is also a frequent contributor to the Forbes Agency Council.
Chris received a B.A. in Public Relations from Syracuse University’s Newhouse School and an MBA from Temple University. He lives outside Philadelphia with his family.
🟠Connect with Chris Wallace Follow Chris Wallace on LinkedIn: www.linkedin.com/in/christopherewallace/
Visit Innerviewgroup.com and check out brandtransferstudy.com to see how BTS works
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/scaling-frontline-cx-knowledge-throughout-your-company-chris-wallace/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this week's episode, we talked to Michael Keplinger about a topic we don't normally get to explore - consumer packaged goods. Which is crazy, because after our conversation, it's hard to imagine an industry that's more about understanding customers, inside and out.
🟠About Michael Keplinger Michael Keplinger is a partner at SmashBrand, an agile brand strategy agency for consumer packaged goods that specializes in a complete approach to market research, product design, and testing.
After earning a degree and early career in computer engineering, Michael’s entrepreneurial drive took hold and he soon found himself developing market strategies for his own consumer product business and he quickly found a talent for connecting seemingly unrelated dots to discover room for innovation and opportunity. At SmashBrand, Michael makes ample use of his philosophy regarding consumer products, that the key to success is about seeing everything from the eyes of the consumer and anticipating how they will react to a product or message.
Michael currently leads SmashBrand’s research team to develop strategies for clients and to optimize various aspects of branding and packaging through testing. This best-foot forward approach to optimizing from a consumer perspective is likely the single biggest impact on marketing any brand can do, and over the past decade, he has developed an agile methodology and proven platform for consumer testing and integrated it directly into SmashBrand’s entire process.
Just imagine where a consumer product could go if you already knew it would work!
🟠Connect with Michael Keplinger
Follow Michael Keplinger on LinkedIn: www.linkedin.com/in/michaelkeplinger/
Follow Smashbrand on LinkedIn: www.linkedin.com/company/smashbrand/ Follow Smashbrand on Twitter @smashbrand Check out Smashbrand’s product design on their website: www.smashbrand.com
🟠Would you like to read the full interview? Access the transcript on our blog at : https://voicesofcx.com/finding-the-why-behind-the-buy-in-consumer-packaged-goods-michael-keplinger/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this week's episode, we talked to Chelsea Kim about why the banking industry (and all industries, for that matter!) need to focus on kindness, and how “paying it forward” can be a business principle.
🟠About Chelsea Kim Chelsea Kim is the Co-Founder and Head of Marketing and Operations at BELLA, a lifestyle brand with the first conversational banking experience 100% powered by love. BELLA is challenging the status quo, building a movement by injecting love, beauty, and empathy into business.
Building businesses is in Chelsea’s blood. After starting her career in healthcare operations 10 years ago, she moved into technology, and for the past 6 years, she’s turned her focus to building infrastructure for startups in Silicon Valley. When New York started calling her name, Chelsea moved to Manhattan and joined the BELLA team with a single purpose: to build her dream company focused on community and connection first.
In short, Chelsea is building the company she always wanted to work with, one based on inclusivity, kindness, and equality. Chelsea and BELLA are leading by example and changing the world in the process.
🟠Connect with Chelsea Kim Follow Chelsea Kim on LinkedIn: https://www.linkedin.com/in/chelsea-k-9142887/ Follow Bella Loves Me on LinkedIn: https://www.linkedin.com/company/bellalovesme/ Check out Bella Loves Me at https://www.bellaloves.me/
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/pay-it-forward-with-empathy-a-new-way-to-bank-chelsea-kim/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this week's episode, we talked to Caroline Buck about her unlikely journey from the world of UX and brand marketing to direct-to-consumer pet food.
🟠About Caroline Buck Caroline is the co-founder and chief marketing officer at Petaluma, a sustainable dog nutrition company. Caroline’s background is predominantly in product marketing, business development, and growth marketing. Most recently, Caroline was VP of Marketing at Mexico-based software services company Wizeline, which she helped scale from 200 people to over 1,200 people in three years. Prior to Wizeline, Caroline was a Product Marketer at Yahoo! in the advertising technology product team. Caroline’s background of leading and building teams, creating differentiated brand positioning, and sales/business development, provides a broad set of tools for growing Petaluma. Caroline graduated from Dartmouth College.
🟠Connect with Caroline Buck Follow Caroline Buck on LinkedIn: https://www.linkedin.com/in/carolinebuck1/ Follow Caroline Buck on Twitter: https://twitter.com/carolinebuck_sf?lang=en
Follow Petaluma on LinkedIn: https://www.linkedin.com/company/petaluma/ Follow Petaluma on Twitter: https://twitter.com/feedpetaluma
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/bringing-customer-centricity-to-dog-food-caroline-buck/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this week's episode, we talked to Nicholas Zeisler about process engineering, and how designing more efficient CX processes doesn't mean more layoffs.
🟠About Nicholas Zeisler Nicholas “Z” Zeisler is a Fractional Chief Customer Officer and CX Strategist, and Principal at Zeisler Consulting. He’s been a Fortune 100 CX Executive and has helped clients large and small in industries as varied as tech, healthcare, insurance, energy, fashion, and retail, improve their CX, drive positive changes to their business processes, and build enduring Customer-centric cultures.
In his new book, We’re Doing CX Wrong…And How To Get It Right, he outlines common mistakes we’re making with our CX efforts, and shows how to correct them beginning with understanding the reason for doing CX in the first place: To drive alignment between our Brand Promise and our Customers’ experiences. His proven CX framework includes Customer Insights based on using his Brand Alignment Score metric, leveraging Process Engineering to take action on the findings, and creating an environment in your company where CX can thrive.
After over 27 years in the US Air Force, Z’s current Reserve job is as a professor at the Air Force Academy where he teaches statistics, calculus, and how to develop curious and critical minds for future USAF officers.
He lives in Denver and Frisco, Colorado, where summers find him hiking with his partner and their awesome dog, winters find him on the ski slopes, and every day finds him thinking about CX and how fortunate he is.
🟠Connect with Nicholas Zeisler Follow Nicholas Zeisler on LinkedIn: https://bit.ly/3nUhJd2 Follow Nicholas Zeisler on Twitter @NicholasZeisler: https://bit.ly/3q55qNY
Get Nicholas Zeisler’s book, We’re Doing CX Wrong…And How To Get It Right: https://amzn.to/3mJ681b
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/getting-cx-right-starting-with-process-engineering-nicholas-zeisler/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this episode, we talked to Howard Tiersky, CEO at FROM, The Digital Transformation Agency, whose goal is to bring companies up to speed with customers' expectations of the digital sphere. After COVID fast-tracked digital transformation for everyone, it's even more essential to get it right.
🟠About Howard Tiersky Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. He was named by IDG as “One of The Top 10 Digital Transformation Influencers to Follow Today,” and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.”
As an entrepreneur, Howard has launched two successful companies that help large brands transform to thrive in the digital age: FROM, The Digital Transformation Agency and Innovation Loft. Among his dozens of Fortune 1000 clients are Verizon, NBC, Universal Studios, JPMC, Morgan Stanley, the NBA, Visa, and digital leaders like Facebook, Spotify, and Amazon.
Prior to founding his own companies, Howard spent 18 years with Ernst & Young Consulting which then became part of Capgemini, one of the world’s leading global consulting firms, where he helped launch their digital practice.
Howard speaks regularly at major industry conferences and is proud to have been on the faculty of the NYU Tisch School of the Arts, his alma mater. He is a frequent contributor to CIO Magazine.
🟠Connect with Howard Tiersky Follow Howard on LinkedIn: https://www.linkedin.com/in/tiersky/ Follow Howard on Twitter @tiersky: https://twitter.com/tiersky Buy Howard’s book, Winning Digital Customers: The Antidote to Irrelevance: https://www.amazon.com/Winning-Digital-Customers-Antidote-Irrelevance/dp/1734558539
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/a-customer-centric-approach-to-digital-transformation-howard-tiersky/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this episode, we talked to Leslie Short, and how she’s bringing the best of Diversity, Equity and Inclusion (DEI) to big corporations that struggle with or strive to improve their own programs. And she’s doing it with a mind for serious, long-term, evolving relationships between employers and their most valuable asset – their people.
🟠About Leslie Short Leslie Short is owner of The Cavu Group, author of Expand Beyond Your Current Culture, and a DEI strategist with four decades of experience. She created The Cavu Group in an effort to facilitate and create new solutions to old and new issues within Diversity & Inclusion. Leslie is uniquely skilled at seeking growth through open conversations, conflict coaching, trainings, and workshops, and she firmly believes that issues don’t resolve simply by putting programs in place but by continually evolving and creating a channel to listen to and understand the people who are our greatest assets.
Leslie has an accomplished background in many areas of business, entrepreneurship, marketing, and the arts. She began her career as a classical ballet dancer, which led to her living in Europe for over a decade. Leslie then created an entertainment business, which was rated the best business in Japan in 1994. She went on to become the President of Marketing, Advertising & Public Relations at FUBU and Corporate Operating Strategist at companies such as The Shark Group and blueprint + co. She also launched K.I.M. Media LLC (Keep it Moving) and founded Ascend Bereavement Management. In addition to her business ventures, Leslie is a chaplain, activist, certified mental health aide, certified mediator, conflict coach, and a dignitary and keynote speaker at the United Nations and European Union events around the world.
🟠Connect with Leslie Short
Follow Leslie Short on LinkedIn: https://bit.ly/3DYpYLw Follow Leslie Short on Twitter @TheCavuGroup: https://bit.ly/3BRjpKh
Buy Leslie’s book, Expand Beyond Your Current Culture: https://amzn.to/3aPCW1N
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/create-a-company-culture-you-can-be-proud-of-with-diversity-equity-and-inclusion-leslie-short/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this episode, we talked to Chief Customer Evangelist at Gainsight, Dan Steinman. Dan has been deeply involved in the field of Customer Success before the phrase was coined by Salesforce, then adopted by virtually every major business in the world. He's seen business models shift over the years, from the subscription model to the newer consumption model, and explains how CS has been vital to each of them.
🟠About Dan Steinman Dan Steinman is the Chief Evangelist at Gainsight.
Prior to joining Gainsight as Chief Customer Officer, Dan was the first Vice President of Customer Success and Renewals at Marketo. Dan is a globally recognized thought leader in the Customer Success space, an active blogger and speaker on its behalf, and co-author of the seminal book on Customer Success.
🟠Connect with Dan Steinman Follow Dan Steinman on LinkedIn: https://www.linkedin.com/in/dan-steinman-79b272/
Get Dan's book, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue here: https://amzn.to/3luXjaK
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/customer-success-is-vital-to-the-consumption-model-dan-steinman/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this week's episode, Dan Gingiss joined the Voices of CX Podcast to promote his new book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share. Customers are more than eager to share bad experiences - in fact, companies have trained them for it, whether they meant to or not. So, what does it take to get them to share the remarkable ones?
🟠About Dan Gingiss For 20+ years, Dan led marketing teams in nearly every marketing channel — from direct mail to email to social media. He also served in multiple customer service and customer experience leadership roles. Dan combines his professional experience at brands like Discover, McDonald’s and Humana with tons of real-life examples from B2C and B2B companies of all sizes to recommend actionable, profitable CX solutions.
Many customer experience speakers and consultants have never actually experienced life “in the trenches” at a company. Dan understands those dynamics and challenges and provides unique credibility, including leading a team that won the J.D. Power Award for Customer Satisfaction.
Dan is a sought-after commentator on all things marketing, social media, customer experience and customer service. His Fortune 300 professional experience and independent client work have equipped him with the knowledge and insights to educate others in the field.
🟠Connect with Dan Gingiss Follow Dan Gingiss on LinkedIn: https://www.linkedin.com/in/dangingiss/ Follow Dan Gingiss on Twitter @dgingiss
Get Dan’s new book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share wherever fine books are sold (or, you know, Amazon): https://amzn.to/39F9Ykv
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/what-makes-a-remarkable-shareable-customer-experience-dan-gingiss/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
Jill Raff joined us on Season 8 of the Voices of CX Podcast to talk about the full value of the employee experience, how it directly impacts the customer experience, and how the past two years have highlighted just how rough front-liners have had it.
Jill Raff is the globally recognized EX2CX™ Expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who works with executive leadership who recognize the paradigm shift due to the pandemic; the non-negotiable creation of a more humanized culture prioritizing their people.
She helps organizations that now acknowledge their people are their greatest asset, but need help creating new systems and procedures to develop the culture which exhibits this core value resulting in higher retention and greater productivity for a true collaborative team. Jill works with organizations to achieve the reward of employee and customer lifetime value through her methodology connecting the employee experience (EX) to the customer experience (CX)- EX2CX™.
While many professionals talk about the customer experience – Jill Raff has lived it from day one. Jill grew up working with her parents, owner/operators of one of the first McDonald’s franchises in the world, store #150. Her customer service philosophy originated from observing her mother and father’s work and their interactions with legendary founder, Ray Kroc. EX and CX is in Jill’s DNA. She helps owners and executive leadership Turn Employees Into Advocates and Customer Magnets.
🟠Connect with Jill Raff Follow Guest on LinkedIn: www.linkedin.com/in/ex2cx-expert/ Follow Guest on Twitter @ex2cx_expert
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/great-employee-experience-drives-great-customer-experience-jill-raff/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix And Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ And Follow Mary Drumond on Twitter: @drumondmary
🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this week's episode of the Voices of Customer Experience, we talked to Shareef Mahdavi, president and co-founder of SM2 Strategic. As a speaker and consultant, he's on a mission to help doctors be better at their chosen profession by merging the core tenets of patient experience with those of customer experience, and goes in-depth with his new book, Beyond Bedside Manner.
🟠About Shareef Mahdavi Shareef Mahdavi is the son of a pediatrician and grew up in Bethesda, Maryland. Although he didn’t become a doctor, he’s been working with them since graduating from the University of Michigan in 1985.
With an entire career in healthcare and medical devices, he led the commercial marketing launch in the US of the laser platform used in LASIK eye surgery, which has gone on to become the most widely performed elective surgical procedure both in the US and worldwide.
Since starting SM2 Strategic in 2001, he has advised dozens of medical companies on the launch of their technologies. In addition, he has worked with hundreds of doctors and their practices on how to create more value by improving the patient experience. A gifted writer and speaker, he has published over 100 articles on business issues affecting medical doctors and has spoken at numerous medical conferences in the US and abroad.
Get more information at beyondbedsidemanner.com
🟠Connect with Shareef Mahdavi Follow Shareef Mahdavi on LinkedIn Follow Shareef Mahdavi on Twitter @shareefmahdavi
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/why-patient-experience-and-customer-experience-deserve-to-be-equal-shareef-mahdavi/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn And Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
🟠About the Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
On this week's episode, star speaker, friend of the show and returning guest Shep Hyken rejoins the Voices of CX Podcast to discuss his new book, I'll Be Back: How to Get Customers to Come Back Again and Again.
🟠About Shep Hyken Shep Hyken is the CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s!
Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.
🟠Connect with Shep Hyken Follow Shep Hyken on LinkedIn: https://bit.ly/38SWNw7 Follow Shep Hyken on Twitter: @Hyken
For more information about his new book, I'll Be Back: How to Get Customers to Come Back Again & Again, visit I'llBeBackBook.com.
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/he-said-hell-be-back-shep-hyken/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX
Follow Worthix on LinkedIn: bit.ly/3tdGx26 Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn: bit.ly/3tcsrxS Follow Mary Drumond on Twitter: @drumondmary
🟠About the Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
🟠About Wayne McCulloch One of the world’s leading customer success experts and a Top 100 Customer Success Strategist, Wayne McCulloch works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He’s a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles.
Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., and the VP of the Customer Success Group at Looker.
For more information about The Seven Pillars, including downloadable templates and training and certification materials, visit www.cspillars.com - https://bit.ly/3jDeAxw
🟠Follow Wayne McCulloch Follow Wayne on Linkedin: https://bit.ly/3n0TRGa
🟠Would you like to read the full interview? Access the transcript on our blog at https://voicesofcx.com/the-best-cs-framework-starts-with-empathy-wayne-mcculloch/?utm_source=soundcloud&utm_medium=description
🟠Connect with the Voices of CX Follow Worthix on LinkedIn: https://bit.ly/3tdGx26 Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn: https://bit.ly/3tcsrxS Follow Mary Drumond on Twitter: @drumondmary
🟠About the Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).
Megan Burns is one of the world’s leading experts on customer experience and culture change. She advises leaders and organizations on how to use the science of human behavior to embed world-class customer experience (CX) practices into operations, IT, customer service, and sales so an exceptional experience becomes the everyday norm.
Megan’s insights into customer and employee experience come from 20 years of research and consulting. Prior to launching Experience Enterprises, she spent more than 10 years as vice president principal analyst at Forrester Research developing where she developed ground-breaking research on how brands like Amazon, Apple, Starbucks, and Salesforce deliver great customer experiences at scale in the face of constant social and technological never-ending disruption. She is the author of more than 75 research reports on topics such as measurement, the business value of CX, executive engagement, change management, and how emotion drives customer loyalty.
As a speaker and consultant, Megan has worked with teams of all shapes and sizes on the journey to experience-driven growth. Her client list includes more than half of the Fortune 50 and spans diverse industries like financial services, healthcare, tech, telecom, manufacturing, retail, and the non-profit sector. Some of the world’s biggest companies such as Verizon, FedEx, and Akamai have tapped Megan as their guide to experience transformation.
Access the transcript on our blog at https://voicesofcx.com/marriage-counseling-the-customer-brand-relationship-megan-burns/?utm_source=soundcloud&utm_medium=description
Follow Megan Burns on LinkedIn Follow Megan Burns on Twitter @meganburnscx Follow Megan Burns on Instagram @MeganBurnsCX
Check out her site at www.megan-burns.com
Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
David Sakamoto brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing delivery of products and services to deliver customer outcomes and propel revenue growth.
He brings a unique background in customer success, sales engineering, services (professional, managed and support), product engineering and global operations. In his current role as Vice President of Customer Success atGitLab, he is responsible for leading the Customer Success organization, including Solution Architects, Professional Services and Technical Account Management.
Prior to joining GitLab, David built and scaled America’s Customer Success team at Cisco where he developed the end-to-end engagement approach (high/low touch, digital motion, partner success), doubled the size of the team to over 200 people, managed a $2B book of business and contributed over $350M in expansion. Prior to Cisco, David led customer success, services (i.e., professional, managed, support and training), and cloud operations for EVault’s cloud backup and disaster recovery as a service (DRAS). He brings a diverse set of experiences prior to EVault, including Cisco (Sr. Director of Engineering, Global Customer Operations), CITTIO (Vice President of Services and Customer Operations), Genentech, Yahoo, and SGI. Sakamoto holds a bachelor’s degree in Industrial Engineering from California Polytechnic State University, San Luis Obispo.
Access the transcript on our blog at https://voicesofcx.com/cs-begins-with-empathetic-project-planning-david-sakamoto/?utm_source=soundcloud&utm_medium=description
Follow David Sakamoto on LinkedIn Follow David Sakamoto on Twitter @hapapower
Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Ben is the CEO of the experimentation and CXO agency, Speero, by CXL. He combines a decade of academic and research training with UX & business development knowledge to help scope and run experimentation and CXO programs for companies including P&G, Serta Simmons, Codecademy, MongoDB, and Miro.
Access the transcript on our blog at https://voicesofcx.com/create-malleable-teams-with-data-ben-labay/?utm_source=soundcloud&utm_medium=description
Follow Ben Labay on LinkedIn Follow Ben Labay on Twitter @BenJLabay Check out CXO at Speero.com
Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Clare is internationally recognized as ‘the thought leader who did the job’ and delivered award-winning commercial results, leading the CX functions for some of the world’s biggest companies in hospitality, retail, and B2B, including Whitbread, Sainsburys, and Compass Group. In 2017 she founded CMXperience Ltd., a boutique CX design agency based in London, and traveled the world as a global keynote speaker. During the pandemic turned her hand to digital content as the host of the Inspiring Women in CX podcast, before making the leap into founding the WiCX community, as CEO in 2021.
Access the transcript on our blog at https://voicesofcx.com/how-a-sisterhood-of-cx-rose-from-2020-clare-muscutt/?utm_source=soundcloud&utm_medium=description
Follow Clare Muscutt on LinkedIn Follow Clare Muscutt on Twitter: @ClareMuscutt Follow Clare Muscutt on Instagram: thecxnomad
Join the Women in CX Community
Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Sirte Pihlaja (CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®) is the CEO of Shirute Ltd, the first customer experience agency in Finland. She is an internationally recognised CX/EX expert, coach, keynote speaker, designer and strategist with over 25 years of experience in advising large corporations and brands in various industries and countries.
Sirte is the leader of CXPA's Finland network, a member of the International Advisory Committee and one of CXPA's founding members. She was one of the first Europeans to have been certified as CCXP. Sirte was recently recognised as a TOP 150 Global Customer Experience Thought Leader and on the CX Hall of Fame. The CXPA has also awarded her the Extra Mile Award. She has written three books on people's experiences, two out of which are global #1 bestsellers.
When Sirte is not playing with LEGO bricks with her clients, she is passionately championing CX in the Nordics, South-East Asia and beyond and is a familiar face in international CX Awards juries and on conference stages around the world.
Access the transcript on our blog at https://voicesofcx.com/play-your-way-to-3-dimensional-thinking-sirte-pihlaja/?utm_source=soundcloud&utm_medium=description
Follow Sirte Pihlaja on LinkedIn Follow Sirte Pihlaja on Twitter @sirteace
Check out LEGO Serious Play at www.cxplay.fi Check out Shirute at www.shirute.fi/en
Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Scott McKain is a globally recognized authority on how organizations and professionals create distinction to attract and retain customers — and stand out in a hyper-competitive marketplace.
Scott’s recent book, ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction,” was recently named on Forbes.com as a TOP TEN BEST BUSINESS BOOK for 2018. The first edition of his book, “Create Distinction: What to Do When ‘Great’ Isn’t Good Enough to Grow Your Business” was named by thirty major newspapers(such as the Miami Herald) as one of the “ten best business books of the year.”
Scott’s expertise has been quoted multiple times in USA Today, the New York Times, Wall St. Journal, and International Herald-Tribune. His commentaries were syndicated on a weekly basis for over a decade to eighty television stations in the U.S., Canada, and Australia – and he’s appeared multiple times as a guest on FOX News Network. Arnold Schwarzenegger booked him for a presentation at the White House with the President in the audience, and Scott played the villain in a movie named by esteemed critic Roger Ebert as one of the “fifty greatest movies in the history of cinema,” directed by the legendary Werner Herzog.
With a client list that represents the world’s most distinctive companies – like Apple, SAP, Merrill Lynch, BMW, Cisco, CDW, Fidelity, John Deere and literally hundreds more – Scott McKain was honored with induction along with Zig Ziglar, Seth Godin, Dale Carnegie and just twenty more in the “Sales and Marketing Hall of Fame.” After thousands of presentations in all 50 states and 23 countries, he was honored with membership in the “Professional Speakers Hall of Fame.”
Access the transcript on our blog at https://voicesofcx.com/creating-iconic-distinction-in-cx-scott-mckain/?utm_source=soundcloud&utm_medium=description
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Check out Scott’s books on Amazon ICONIC Create Distinction
Join DISTINCTION NATION (https://distinctionnation.com) for free resources.
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The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Fabrice is responsible for the vision, roadmap and go-to-market strategy for the Clarabridge CX Suite of products. He brings more than two decades of experience launching new products and business applications focused on solving large, complex analytical problems and delivering valuable insights.
Access the transcript on our blog at https://voicesofcx.com/give-analysts-superpowers-with-nlp-fabrice-martin/?utm_source=soundcloud&utm_medium=description
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Follow Clarabridge on Twitter @Clarabridge Visit Clarabridge.com
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The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
deBBie akwara (popularly referred to as the CX Queen), is a leading CX entrepreneur and CX educator in Africa. She is the founder of Nigeria’s 1st boutique CX management consulting firm, Niche Customer Experience Consulting Firm.
Prior to Niche, deBBie led CX success in the banking, telecommunications and education sectors working at noted local, pan African and international organizations in Nigeria i.e. Zenith Bank Plc, United Bank for Africa Plc, Etisalat Nigeria (now 9mobile) and Bridge International Academies. Successes recorded were an increase in self-service adoption, an increase in the organization’s industry customer service ranking and an increase in revenue generation from CX improvement projects.
As an advocate for CX education in Africa, deBBie (through the Niche Institute of Customer Experience & Innovation West Africa) launched Africa’s 1st indigenous globally recognized CX certification courses in partnership with the Institute of Customer Management, United Kingdom and certified by the European Professional Certification Agency (now known as European Marketing and Management Association – EUMMAS). It is a first of its kind CX certification that caters to the unique learning style of Africans, inculcates western learning methodologies and provides varied CX certifications for business managers, business leaders and CX & customer service consultants.
deBBie is a founding member of the Customer Experience Professionals West Africa (CXPWA) association. She is on a mission to grow businesses one customer experience at a time across Africa and building the customer experience management capabilities of professionals in Africa that will drive an authentic practice of customer experience management on the continent.
deBBie was recognized in 2020 as one of the top global CX thought leaders and influencers by Survey Sensum. She is an author, a mom, a humanitarian and is always looking for new opportunities to learn about CX and connect with professionals seeking to find their true expressions in CX and demonstrate a practical application of CX to drive sustainable business growth.
Access the transcript on our blog at https://voicesofcx.com/find-your-own-expression-of-cx-debbie-akwara/?utm_source=soundcloud&utm_medium=description
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The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Mark is from Belfast, Northern Ireland and spent 10 years in the UAE before moving back to the UK in 2019. Recently he has moved to Hungary with his family. Mark started as a consultant for a Customer Experience Consultancy. He is the Co-Founder and Managing Director of ARCET Global. In 2013, Mark co-founded Awards International UAE which successfully ran 15 large-scale business Awards programmes, with the average audience being in excess of 250 business leaders.
Over the years, Mark successfully forged strong relationships with some of the leading business people across the world. Mark’s focus is now on building more engaging Awards concepts and Business Community events to fit with customer and market needs.
In particular, Mark has been heavily focused on creating content for companies as well as Customer Centricity Programs and Predictive Talent Management Solutions.
Access the transcript on our blog at https://voicesofcx.com/recognizing-excellence-in-customer-centricity-mark-hamill/?utm_source=soundcloud&utm_medium=description
Follow Mark Hamill on LinkedIn Email Mark Hamill at mark@arcetglobal.com Get to know ARCET Global and check out their upcoming event calendar:
18-19 May 2021: Customer Centricity World Series 15-16 September 2021: European Customer Centricity Awards 27-28 October 2021: North American Customer Centricity Awards
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The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Mark McClure currently serves as the Executive Vice President of Customer Experience at Babel Street where he successfully leads his team with all post-sale customer facing operations such as onboarding, training and customer support. Mark guides his team by promoting trust and respect between customer and company, while paying attention to the details of the customer’s desires to ensure their satisfaction. He has years of strategic planning experience with leadership across organizations to achieve customer retention and revenue goals.
With an extensive background in customer experience, Mark has expertise in overseeing global support, training and sales engineering teams. Throughout his career, he has established various customer experience procedures and has directed all presale operations within a global organization. Mark holds a master’s degree in Public Administration from West Virginia University.
Access the transcript on our blog at https://voicesofcx.com/recognizing-excellence-in-customer-centricity-mark-hamill/?utm_source=soundcloud&utm_medium=description
Follow Mark McClure on LinkedIn Get to know Babel Street
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The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Robbie Kellman Baxter is a consultant, author and speaker. She is also the author of The Membership Economy and The Forever Transaction, and hosts the podcast Subscription Stories. Robbie has more than 20 years of experience providing strategic business advice to major organizations, including Netflix, Fitbit, Microsoft and Consumer Reports. She has been focused on subscription and growth strategies for the past decade. Baxter has been featured in the Wall Street Journal and on CNN. She earned her MBA from the Stanford GSB, and graduated with honors from Harvard College. Access the transcript on our blog at https://voicesofcx.com/creating-highly-personalized-membership-experiences-robbie-kellman-baxter/?utm_source=soundcloud&utm_medium=description
You can find more about Robbie on her website https://robbiekellmanbaxter.com/
Check out Robbie’s special audience site with all kinds of goodies.
Read a free excerpt of her book, The Forever Transaction
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The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Ryan Mason is the savvy Founder & CEO behind Luxe Brand, America’s leading luxury shoelace provider, of which has been featured on Good Morning America, NFL Network, Foot Locker stores, and on over 30 athletes and celebrities; and BizBuzz, providing integrated marketing automation software and services for over 250 small and medium-sized businesses.
In each of these roles, Ryan is known as a disruptive force with an eye for setting new standards of excellence, and he never shies away from the opportunity to tackle new and interesting challenges.
Ryan believes that people, process, and platform are the key elements to building a powerful business and he’s here to share the benefits of that approach with others.
Access the transcript on our blog at https://voicesofcx.com/identifying-pain-points-to-carve-out-your-niche-ryan-mason/?utm_source=soundcloud&utm_medium=description
Follow Ryan Mason on LinkedIn Follow Ryan Mason on Instagram Follow Ryan Mason on Facebook Follow Ryan Mason on Twitter Head to Ryan’s website to buy his book, The Digital Playbook
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The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
Bonnie Harvey is the co-founder of Barefoot Cellars along with partner Michael Houlihan. She was Vice President and “The Original Foot” for 19 years. There she had a wide variety of duties, doing whatever was necessary to operate the business. While Michael’s role was “big picture visionary,” Bonnie translated his ideas into workable processes and displayed a genius for managing the millions of details that come with a start-up. She proved to possess a rare combination of creativity and business savvy that served Barefoot well.
In the early days of the brand, Bonnie was responsible for bottling oversight, supply inventory and label design—in fact, the famous footprint is actually hers! Later as Barefoot grew, she focused on overview and direction of the business, setting company goals, and attending to Board of Director matters. She managed all financial aspects of the business, oversaw legal relations and compliance, and edited countless press materials, presentations, official manuals and other documents.
Along with Michael, Bonnie donates professional time to non-profits to help them improve their image, increase donations and achieve financial sustainability. She also coauthors weekly business blogs at The Barefoot Spirit and Consumer Brand Buiders with him, and they consult together with several clients.
Bonnie has a passion for helping young entrepreneurs choose the right path. With her varied “hard-knocks” experience, she offers practical solutions for all aspects of starting a business. She loves showing others how to avoid painful and costly mistakes and directing them toward profitability.
Bonnie is the Co-author of The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand, a New York Times Bestselling Business Book.
Michael Houlihan is a highly sought-after business strategist, keynote speaker, consultant, and corporate trainer. Presentations are often with Bonnie Harvey, his Co-founder of Barefoot (now the #1 wine brand in the world), providing decades of real-world, practical business experience. Using out-of-the-box thinking, pay-for-performance, positive culture, channel distribution management, and “Worthy Cause Marketing,” they help start-ups, entrepreneurs and Fortune 500 corporations increase their sales, profitability and brand equity. For the first time, their secrets to success is available in an exclusive online series at BarefootSpiritGPS.com
He, along with Bonnie, bootstrapped Barefoot (a novelty wine brand) into a national mega-brand, selling 600,000 cases per year in 50 states and 28 countries. They’ve keynoted at many prestigious conferences, symposiums, universities and forums.
Access the transcript on our blog at https://voicesofcx.com/teaching-empathy-through-storytelling-michael-houlihan-and-bonnie-harvey/?utm_source=soundcloud&utm_medium=description
Listen to a free chapter of Michael and Bonnie's audio theater book. at businessaudiotheatre.com.
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The Voices of CX Podcast brings on top leaders across multiple industries to talk best strategies, trends, and more. These leaders share their insight on anything from understanding customer decisions, to creating an empathetic business, to achieving sustainable profitability. No matter your industry, there are tangible takeaways in each episode that you can apply in your own career and business.
For the Season Finale of Voices of CX: Off the Cuff, we decided to flip the script and put Mary Drumond herself on the hot seat. As the host, she’s had great opportunities to learn from a small army of thought leaders, expert practitioners and top academics from all over the CX landscape. This time, she gives us her take on what she’s learned from seasons past, and how they’ve reshaped her views on the industry.
Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.
Access the full transcript on our blog at https://voicesofcx.com/flipping-the-script-mary-drumond-voices-of-cx-off-the-cuff/?utm_source=soundcloud&utm_medium=description
👉Follow Mary Drumond on Linkedin
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Peter Fader Listen to Peter Fader’s full episode on Voices of CX Podcast: “When Customers Don’t Matter”
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Dr. Nammy Vedire Listen to Dr. Nammy Vedire’s full episode on Voices of CX Podcast: “Using Deliberate Innovation to Drive Growth”
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Matt Dixon Listen to Matt Dixon’s full episode on Voices of CX Podcast: “Why Reducing Effort is the Secret to Retention”
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Nir Eyal Listen to Nir Eyal’s full episode on Voices of CX Podcast: “Becoming Indistractable in an Online World”
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Thales Teixeira Listen to Thales Teixiera’s full episode on Voices of CX Podcast: “Products Don’t Disrupt Markets; Customers Do”
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About Worthix Worthix was born in the Experience where customers are the backbone, and customer-centricity is the soul of every company. Innovation is at our core, and we believe in welding technology to bring companies and customers together. Our purpose is to use cutting edge mathematical models and Artificial Intelligence to extract actionable, relevant, and easy-to-understand insight straight from your customers’ minds.
This week, Kevin Berry, the brain behind the Worthix AI (we call her LUCI) joins us on Voices of CX Off The Cuff. As our in-house technology genius, he's got lots of thoughts on all the different facets of Artificial Intelligence. That's why we selected him to talk about some of the most interesting parts of Ramsay Brown's season 2 podcast episode.
Access the transcript on our blog at https://voicesofcx.com/how-the-ethics-of-ai-impacts-consumers-ramsay-brown/?utm_source=soundcloud&utm_medium=description
To listen to the original podcast with Ramsay, follow this link 🎧 https://bit.ly/3qxvj6Z 🎧
About Ramsay Brown Ramsay Brown is a NeuroTechnologist, Futurist Philosopher, and Escaped Circus Bear. Trained at USC's Brain Architecture Center, Rams worked on Brain Mapping and pioneered a Google Maps for the Brain. Now, he's CoFounder and Chief Operations Officer at Boundless.ai, where he and his team are leading the edge of Persuasive AI and Behavioral Design.
Follow Ramsay Brown 👉LinkedIn: https://www.linkedin.com/in/ramsaybr/ 👉Twitter: https://twitter.com/rab1138?lang=en --
Mary Drumond Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.
Follow Mary Drumond 👉 Linkedin: https://bit.ly/marydrumond-linkedin 👉Twitter: https://bit.ly/marydrumond-twitter
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Follow Worthix 👉 LinkedIn: https://bit.ly/worthix-linkedin 👉Twitter: https://bit.ly/worthix-twitter 👉 Instagram: https://bit.ly/worthix-instagram 👉 Facebook: https://bit.ly/worthix-facebook 👉 Blog: https://bit.ly/worthixblog 👉 Voices of CX Podcast – SoundCloud: https://bit.ly/worthix-soundcloud 👉 Voices of CX Podcast – Spotify: https://bit.ly/worthix-spotify 👉 Voices of CX Podcast – Apple: https://bit.ly/worthix-apple 👉 Medium: https://bit.ly/worthix-medium
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Voices of CX Podcast Tune in to the Voices of CX Podcast to hear conversations with top leaders in CX, marketing, data analytics and beyond. 👉 https://bit.ly/34ROspX
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📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-cx
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About Worthix Worthix was born in the Experience Era where customers are the backbone, and customer-centricity is the soul of every company. Innovation is at our core, and we believe in welding technology to bring companies and customers together. Our purpose is to use cutting edge mathematical models and Artificial Intelligence to extract actionable, relevant, and easy-to-understand insight straight from your customers’ minds. 👉 https://bit.ly/worthix
Mary Drumond sits down with Worthix’s Director of Customer Success, Peter Sooter, to talk about how to increase engagement of surveys and market research with segmentation.
He has insight galore to share about Hilary DeCamp’s Season 5 episode that he makes direct use of in his work.
The main takeaways (hidden beneath a little sarcasm) are how segmentation can help you increase engagement and minimize survey fatigue, how to deal with common measurement issues, and how to make sure bad response rates aren’t skewing your data.
Access the transcript on our blog at https://voicesofcx.com/increase-engagement-with-segmentation-hilary-decamp/?utm_source=soundcloud&utm_medium=description
To listen to the original podcast with Hilary, follow this link 🎧 https://bit.ly/3kAiBkx 🎧
About Hilary DeCamp
Hilary oversees LRW’s quantitative research methods, strategies and tactics. She especially loves to collaborate with LRW clients and staff to solve the most challenging business problems in a world of rapidly changing marketing tools and research methods. Hilary enjoys figuring out what matters to people, in both making their product choices and determining their customer satisfaction. Prior to joining LRW, Hilary previously served in research roles at M/A/R/C and Los Angeles Times. She guest lectures at USC, holds an M.M.R. from the University of Georgia and a B.S. in quantitative psychology from UCLA.
Follow Hilary DeChamp 👉LinkedIn: https://www.linkedin.com/in/hilarydecamp/ 👉Twitter: hhttps://twitter.com/DecampHilary
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Mary Drumond
Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.
Follow Mary Drumond
👉 Linkedin: https://bit.ly/marydrumond-linkedin 👉Twitter: https://bit.ly/marydrumond-twitter
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Follow Worthix 👉 LinkedIn: https://bit.ly/worthix-linkedin 👉Twitter: https://bit.ly/worthix-twitter 👉 Instagram: https://bit.ly/worthix-instagram 👉 Facebook: https://bit.ly/worthix-facebook 👉 Blog: https://bit.ly/worthixblog 👉 Voices of CX Podcast – SoundCloud: https://bit.ly/worthix-soundcloud 👉 Voices of CX Podcast – Spotify: https://bit.ly/worthix-spotify 👉 Voices of CX Podcast – Apple: https://bit.ly/worthix-apple 👉 Medium: https://bit.ly/worthix-medium
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Voices of CX Podcast Tune in to the Voices of CX Podcast to hear conversations with top leaders in CX, marketing, data analytics and beyond. 👉 https://bit.ly/34ROspX
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📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-cx
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About Worthix Worthix was born in the Experience Era where customers are the backbone, and customer-centricity is the soul of every company. Innovation is at our core, and we believe in welding technology to bring companies and customers together. Our purpose is to use cutting edge mathematical models and Artificial Intelligence to extract actionable, relevant, and easy-to-understand insight straight from your customers’ minds. 👉 https://bit.ly/worthix
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HilaryDeCamp #CustomerExperience #VoicesofCX #Worthix #CXPodcast #MaryDrumond
Mary Drumond sits down with Worthix’s Head of Content, Steve Berry to talk about practical applications of concepts that Melanie Deziel discussed in her season 4 episode. In this “off the cuff” episode, key topics touched on are keeping the human element at the forefront of content, providing value to your customers, and generating ROI from content efforts.
Access the transcript on our blog at https://voicesofcx.com/turn-stories-into-conversions-melanie-deziel/?utm_source=soundcloud&utm_medium=description
To listen to the original podcast with Melanie, follow this link 🎧 https://bit.ly/3lwsC2p 🎧
About Melanie Deziel:
Melanie Deziel, the founder of StoryFuel, is an international keynote speaker and a lifelong storyteller, recognized as one of the world’s leading experts in native advertising and branded content.
As a speaker, she’s taught marketers around the globe to think like journalists and tell better brand stories. She is a member of the National Speakers Association, and has graced the stages of industry-leading events like Content Marketing World, Native Ad Days, Social Media Marketing World, SXSW, and more.
She developed the Content Marketing course for Fairleigh Dickinson University’s MS in Digital Marketing program, and has taught as an adjunct professor for FDU and Syracuse University.
Follow Melanie Deziel 👉LinkedIn: https://linkedin.com/in/melaniedeziel/ 👉Twitter: https://twitter.com/mdeziel
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Mary Drumond
Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.
Follow Mary Drumond
👉 Linkedin: https://bit.ly/marydrumond-linkedin 👉Twitter: https://bit.ly/marydrumond-twitter
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Follow Worthix 👉 LinkedIn: https://bit.ly/worthix-linkedin 👉Twitter: https://bit.ly/worthix-twitter 👉 Instagram: https://bit.ly/worthix-instagram 👉 Facebook: https://bit.ly/worthix-facebook 👉 Blog: https://bit.ly/worthixblog 👉 Voices of CX Podcast – SoundCloud: https://bit.ly/worthix-soundcloud 👉 Voices of CX Podcast – Spotify: https://bit.ly/worthix-spotify 👉 Voices of CX Podcast – Apple: https://bit.ly/worthix-apple 👉 Medium: https://bit.ly/worthix-medium
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Voices of CX Podcast Tune in to the Voices of CX Podcast to hear conversations with top leaders in CX, marketing, data analytics and beyond. 👉 https://bit.ly/34ROspX
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📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-cx
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About Worthix Worthix was born in the Experience Era where customers are the backbone, and customer-centricity is the soul of every company. Innovation is at our core, and we believe in welding technology to bring companies and customers together. Our purpose is to use cutting edge mathematical models and Artificial Intelligence to extract actionable, relevant, and easy-to-understand insight straight from your customers’ minds. 👉 https://bit.ly/worthix
We're back for season 6 of Voices of CX! This time around, we're going "off the cuff" and chatting with Worthix employees about tangible takeaways from previous VoCX episodes.
To kick off the season, our host Mary Drumond is sitting down with Hannah Michelle Lambert, the team member responsible for all things social media. They dive into all the juicy details of "social media god" Chris Strub's season 5 episode.
Access the transcript on our blog at https://voicesofcx.com/what-makes-an-effective-b2b-social-media-strategy-chris-strub/?utm_source=soundcloud&utm_medium=description
Follow Hannah Michelle Lambert on LinkedIn:
Follow Chris Strub on social media 👉 LinkedIn: https://www.linkedin.com/in/chrisstrub/ 👉 Twitter: https://twitter.com/ChrisStrub
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Mary Drumond
Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.
Follow Mary Drumond 👉 Linkedin: https://bit.ly/marydrumond-linkedin 👉Twitter: https://bit.ly/marydrumond-twitter
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Follow Worthix
👉 LinkedIn: https://bit.ly/worthix-linkedin 👉Twitter: https://bit.ly/worthix-twitter 👉 Instagram: https://bit.ly/worthix-instagram 👉 Facebook: https://bit.ly/worthix-facebook 👉 Blog: https://bit.ly/blog-worthix 👉 Voices of CX Podcast – Spotify: https://bit.ly/worthix-spotify 👉 Voices of CX Podcast – Apple: https://bit.ly/worthix-apple 👉 Medium: https://bit.ly/worthix-medium
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Voices of CX Podcast
Tune in to the Voices of CX Podcast to hear conversations with top leaders in CX, marketing, data analytics and beyond. 👉 https://bit.ly/2IoTJ0y
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About Worthix
Worthix was born in the Experience where customers are the backbone, and customer-centricity is the soul of every company.
Innovation is at our core, and we believe in welding technology to bring companies and customers together.
Our purpose is to use cutting edge mathematical models and Artificial Intelligence to extract actionable, relevant, and easy-to-understand insight straight from your customers’ minds.
👉 Worthix - https://bit.ly/3nbF3kQ
Gabe Larsen leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital.
Prior to joining Kustomer, Gabe was the VP of Marketing for XANT (formerly InsideSales.com) where he helped create the sales acceleration category and grow the company from six to nearly one-hundred million in revenue. Gabe oversaw the brand transformation, establishing XANT as an industry thought leader, and pioneering a new enterprise go-to-market motion.
If Gabe is not creating marketing strategies, partnering with sales people to close a deal, producing content to build pipeline, or pioneering new marketing and sales approaches, you’ll find him at home playing with his four boys, at the nearest karaoke bar pretending he’s on America’s Got Talent, or at the gym playing basketball like he’s still in high school.
Access the transcript on our blog at https://voicesofcx.com/when-new-business-is-scarce-make-every-experience-count-gabe-larsen/?utm_source=soundcloud&utm_medium=description
Follow Gabe Larsen on LinkedIn: www.linkedin.com/in/gabelarsen/ Follow Gabe Larsen on Twitter: @GabeLarsen Listen to Gabe's Podcast here: www.kustomer.com/blog/category/podcast/
Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/ Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
Becky Roemen is an experienced Customer Experience transformation strategist with demonstrated success and thought leadership. Her innate passion for the delivery of digital transformation & disruptive business technologies is married with her marketing and business strategy background. She serves as a thought leader in the Customer Experience and Disruptive Technologies space, backed by several industry publications and certifications.
Expertise in both technology and marketing give way to refined capabilities in developing and implementing a transformational customer experience strategy that provides value and drives customer loyalty. She's a trusted industry voice for guidance on emerging contact center channels and technologies, and has been recognized as a Top 50 Customer Experience Industry Thought Leader by ICMI.
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Brian is currently VP of Insights at EMI Research Solutions, where his role is understanding the sample landscape and best practices. He designs, analyzes and presents a research on research study of the sample providers, keeps up with trends and innovation in the industry and has developed a product to help consistency.
He has a passion around best practices and quality and assisting companies making the best business decision possible. He has spent the past 7 years developing a unique understanding of the online quantitative sampling landscape, analyzing my own internal research to help our clients reduce sample bias and determine the ideal sampling plan. He also hosts a marketing research podcast, Intellicast and has a bulldog named Bonnie.
Access the transcript on our blog at https://voicesofcx.com/survey-fatigue-and-how-to-fix-it-brian-lamar/?utm_source=soundcloud&utm_medium=description
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Prof. Thales Teixeira is the co-founder of digital disruption consultancy Decoupling.co. Previously, he was the Lumry Family Associate Professor at Harvard Business School, where he taught for 10 years. His two primary domains of research constitute Digital Disruption and The Economics of Attention.
He has also been an expert reviewer for the US Food and Drug Administration under President Barack Obama. And he is one of the current judges of CNBC’s Disruptor 50 most innovative startups. He has consulted or advised top executives of over 15 of the Fortune 100 companies.
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Buy Thales' book Unlocking the Customer Value Chain here.
Currently serve as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago.
In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting, Physician Liaison and Center for EMS Excellence. Strategically he advises on institutional goals, employee engagement, culture, and patient engagement programs, including online patient portal My Health at Vanderbilt.
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Known as the Disaster Avoidance Expert, Dr. Gleb Tsipursky is on a mission to protect leaders from dangerous judgment errors known as cognitive biases by developing the most effective decision-making strategies.
He has over two decades of consulting, coaching, and training experience as CEO of Disaster Avoidance Experts, and over 15 years of experience in academia as a cognitive neuroscientist and behavioral economist. Dr. Tsipursky writes for Inc. Magazine, Time, Scientific American, Fast Company, and Psychology Today. A best-selling author, his new book is Never Go With Your Gut: How Pioneering Leaders Make the Best Decisions and Avoid Business Disasters.
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Buy Never Go With Your Gut here: https://www.amazon.com/Never-Your-Gut-Pioneering-Decisions/dp/1632651629
Hilary oversees LRW’s quantitative research methods, strategies and tactics. She especially loves to collaborate with LRW clients and staff to solve the most challenging business problems in a world of rapidly changing marketing tools and research methods.
Hilary enjoys figuring out what matters to people, in both making their product choices and determining their customer satisfaction. Prior to joining LRW, Hilary previously served in research roles at M/A/R/C and Los Angeles Times. She guest lectures at USC, holds an M.M.R. from the University of Georgia and a B.S. in quantitative psychology from UCLA.
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Chris serves as both a consultant, offering social media best practices to nonprofits, and as an on-scene host, creating hours of real-time live video content to raise awareness and drive donations. In the winter of 2017, Chris served as a National Red Kettle Ambassador for The Salvation Army USA.
When Chris isn't on scene at a giving day, social media conference or training session, he is based out of downtown Greenville, South Carolina.
Chris is a live-stream content creator who's recorded countless podcast and live video interviews with influencers from around the world out of his signature '#FlyTheWStudio,' a tribute to his favorite team, the Chicago Cubs.
Chris is a versatile mobile storyteller, best known for being the first person to live-stream and Snapchat in all 50 U.S. states.
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Patricia (Tricia) Houston is an award-winning marketing research expert, experiential marketing aficionado, and visionary entrepreneur. She founded MMR LIVE Experience Design to help brands and agencies create better emotional connections with their audiences. Under Tricia's leadership, the team at MMR LIVE blends experiential marketing, research, and operational know-how into one integrated ethos. This next-gen approach is transforming innovation and organizational change to create #ExperienceBuilt brands.
A UGA Master of Marketing Research grad (’09), Tricia serves on the executive committee of the Family Promise North Fulton/Dekalb board, is the 2020 President of the SE Chapter of the Insights Association, and an avid support of WIRe (Women in Research).
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Rob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He joined Bain in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries.
Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He is co-author of the ultimate question 2.0 and hosts the Net Promoter System Podcast from Bain and company.
Access the transcript on our blog at https://voicesofcx.com/are-you-undervaluing-your-customers-rob-markey/?utm_source=soundcloud&utm_medium=description
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Read Rob Markey's article, "Are You Undervaluing Your Customers?" on HBR here: https://hbr.org/2020/01/the-loyalty-economy
A fan favorite and the CX Rockstar himself, James Dodkins joins us for another round. For those who don’t know him, James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. He recently wrapped up the ACXS, a program for training and certifying accredited Customer Experience Specialists.
Access the transcript on our blog at https://voicesofcx.com/the-cx-rockstars-return-tour-james-dodkins/?utm_source=soundcloud&utm_medium=description
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Find about more on James Dodkins on his website: https://www.jamesdodkins.com/
Learn more about the ACXS here: https://www.acxstraining.com/
B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.
In December 2019 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competiting for Customer Time, Attention, and Money, featuring an all-new preview to their best-selling 1999 book, The Experience Economy: Work is Theatre and Every Business is a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences -- memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy, companies now compete against the world for the time, attention and money of individual customers.
Access the transcript on our blog at https://voicesofcx.com/the-experience-economy-is-all-about-time-well-spent-joe-pine/?utm_source=soundcloud&utm_medium=description
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Buy The Experience Economy (Updated) and other books by Pine and Gilmore here: https://strategichorizons.com/books-and-ideas/publications/
Jeff Toister is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning, including Customer Service Fundamentals and Leading a Customer-Centric Culture.
Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute.
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Buy "The Service Culture Handbook" here: https://www.serviceculturebook.com/
Sangram Vajre, co-founder and CMO of Terminus, is a passionate marketing geek who loves to solve problems, both analytically and creatively. Over the years, Sangram has amassed invaluable experience through his work with startups, consulting, and global companies.
Before Terminus, Sangram led the marketing team at Pardot through its acquisition by ExactTarget, and then Salesforce. He's also the author of Account-Based Marketing For Dummies and is the mastermind behind #FlipMyFunnel.
For this episode, Sangram joined us live in our Atlanta Podcast Studio, and got to see our office (and our rubber duckies, of course) in person.
Access the transcript on our blog at https://voicesofcx.com/boost-your-win-rate-with-account-based-marketing-sangram-vajre/?utm_source=soundcloud&utm_medium=description
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Buy his book "Account-Based Marketing for Dummies" here: https://www.amazon.com/Account-Based-Marketing-Dummies-Business-Personal/dp/1119224853
Don Peppers is a bestselling author, blogger, and widely acclaimed keynote speaker, and global CX authority. A marketing futurist and accomplished trendspotter, Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, technologically fast-moving world.
His latest book, Customer Experience: What, How and Why Now, provides insights and how-to recommendations for building and maintaining a truly customer-centric business. Don claims to be the only rocket scientist in the advertising industry, with a BS in Astronomical Engineering. He also has a Masters in Public Affairs from Princeton University's Woodrow Wilson School.
Access the transcript on our blog at https://voicesofcx.com/how-extreme-trust-is-changing-the-cx-game-don-peppers/?utm_source=soundcloud&utm_medium=description
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Buy "Customer Experience: What, How and Why Now" here: https://www.amazon.com/Customer-Experience-What-How-Why/dp/1483560155
Ted Wright has been at the forefront of word of mouth marketing since he helped reignite the Pabst Blue Ribbon brand in 2000. Over the past decade, his agency has become a global leader in Word of Mouth marketing with clients on every continent.
Ted has won numerous public speaking awards on the subject, and for this special episode, he joined us live in the Worthix Podcast Studio in Atlanta.
Access the transcript on our blog at https://voicesofcx.com/word-of-mouth-the-stone-age-marketing-that-still-works-ted-wright/?utm_source=soundcloud&utm_medium=description
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Mark Schaefer is a globally-recognized keynote speaker, educator, business consultant, and author. His blog {grow} is hailed as one of the top marketing blogs in the world.
Mark has worked in global sales, PR, and marketing positions for more than 30 years and provides consulting services as Executive Director of Schaefer Marketing Solutions.
He has advanced degrees in marketing and organizational development; holds seven patents; and is a faculty member of the graduate studies program at Rutgers University.
Mark has authored several books. His most recent, Marketing Rebellion, has quickly become a reference for the marketer of today.
Access the transcript on our blog at https://voicesofcx.com/how-brands-can-beat-the-marketing-rebellion-mark-schaefer/?utm_source=soundcloud&utm_medium=description
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Buy Marketing Rebellion at: https://businessesgrow.com/rebellion/
Brian Solis is a world-renowned digital anthropologist, keynote speaker, and bestselling author. Solis has studied and influenced the effects of emerging technology on businesses, marketing and culture. His research, talks and books help executives and also everyday people better understand the relationship between the evolution of technology and its impact on business and society, and the role we play in it.
Brian previously joined us on Voices of CX: Season 2, talking about his book 'X: Where Experience Meets Design'. Now he's back to talk about his newest book, 'Lifescale: How to live a more Creative, Productive and Happy life'.
Access the transcript on our blog at https://voicesofcx.com/be-a-champion-of-creativity-in-your-cx-brian-solis/?utm_source=soundcloud&utm_medium=description
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Buy Brian Solis' new book, Lifescale: https://www.amazon.com/Lifescale-Establish-Rituals-Routines-Achieve/dp/1119535867
Stacy Sherman is known for her expertise in designing and implementing succesful customer-centric programs that differentiate B2C and B2B brands beyond price. She's currently head of customer experience and employee engagement at Schindler Elevator Corporation, where she's contributing to year by year revenue growth and portfolio protection.
Other than CX, Stacy has led digital marketing and website conversion optimisation for reputable brands of all sizes and budgets, including Verizon Wireless, AT&T, Martha Stewart, ADP, Wilton and more.
Access the transcript on our blog at https://voicesofcx.com/on-the-front-lines-of-customer-experience-stacy-sherman/?utm_source=soundcloud&utm_medium=description
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Neal Schaffer is a leading authority on helping businesses through their digital transformation of sales and marketing through consulting, training, and helping enterprises large and small develop and execute on social media marketing strategy, influencer marketing, and social selling initiatives. Fluent in Japanese and Mandarin Chinese, Neal is a popular social media speaker and has been invited to speak about digital media on four continents in a dozen countries.
He is also the author of 3 books on social media, including Maximize Your Social, and in February, 2020 will publish his 4th book, The Age of Influence – The Power of Influencers to Elevate Your Brand, on educating the market on the why and how every business should leverage the potential of influencer marketing.
Access the transcript on our blog at https://voicesofcx.com/maximize-your-social-in-the-age-of-influence-neal-schaffer/?utm_source=soundcloud&utm_medium=description
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Pre-order "The Age of Influence" here: https://www.amazon.com/Age-Influence-Power-Influencers-Elevate/dp/1400216362
Ryan is a Global Keynote Speaker and Managing Partner of InfluenceTree, a personal branding accelerator that teaches people how to build their brand, get featured in publications, and grow their social media following. Ryan’s clients include New York Times bestselling authors, venture capitalists, and Fortune 500 executives. His 3-1-3 Method and 4V Experience helps executives harness the power of vulnerability and authenticity to build a better, more relatable, more profitable brand.
Recognized by Inc. Magazine as a Top Marketer and named a Top Personal Branding Expert by Entrepreneur Magazine, and a 4 time TEDx speaker whose talks have been named in Top TED lists by Forbes, Mashable, and Inc. Ryan works with thought leaders to create and syndicate content that reveals their whole self to drive differentiation, growth, and loyalty.
Access the transcript on our blog at https://voicesofcx.com/ditch-the-act-show-customers-your-authentic-self-ryan-foland/?utm_source=soundcloud&utm_medium=description
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Pre-order Ryan's book, 'Ditch the Act': https://www.ryanfoland.com/my-book/
Melanie Deziel, the founder of StoryFuel, is an international keynote speaker and a lifelong storyteller, recognized as one of the world's leading experts in native advertising and branded content.
As a speaker, she's taught marketers around the globe to think like journalists and tell better brand stories. She is a member of the National Speakers Association, and has graced the stages of industry-leading events like Content Marketing World, Native Ad Days, Social Media Marketing World, SXSW, and more.
She developed the Content Marketing course for Fairleigh Dickinson University's MS in Digital Marketing program, and has taught as an adjunct professor for FDU and Syracuse University.
Access the transcript on our blog at https://voicesofcx.com/how-to-tell-better-brand-stories-melanie-deziel/?utm_source=soundcloud&utm_medium=description
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Learn more about Melanie on her website: https://www.storyfuel.com
Nir Eyal writes, consults, and teaches about the intersection of psychology, technology, and business. The M.I.T. Technology Review dubbed Nir, “The Prophet of Habit-Forming Technology.”
Nir founded two tech companies since 2003 and has taught at the Stanford Graduate School of Business and the Hasso Plattner Institute of Design at Stanford. He is the author of the bestselling book, Hooked: How to Build Habit-Forming Products and Indistractable: How to Control Your Attention and Choose Your Life.
In addition to blogging at NirAndFar.com, Nir’s writing has been featured in The Harvard Business Review, TechCrunch, and Psychology Today.
Nir is also an active investor in habit-forming technologies. Some of his past investments include Eventbrite (NYSE:EB), Refresh.io (acquired by LinkedIn), Worklife (acquired by Cisco), Product Hunt, Marco Polo, Presence Learning, 7 Cups, Pana, Kahoot!, Byte Foods, FocusMate, and Anchor.fm (acquired by Spotify).
Nir attended The Stanford Graduate School of Business and Emory University.
Access the transcript on our blog at https://voicesofcx.com/becoming-indistractable-in-an-online-world-nir-eyal/?utm_source=soundcloud&utm_medium=description
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Buy Nir's book "Indistractable" on his website: https://www.nirandfar.com/
Jeannie’s motto “Creating Fewer Ruined Days for Customers” has been adopted by business leaders who have benefited from her inspiring keynotes, her pioneering CX Cultural Transformation program, and her workshops and webinars. Customer Thermometer called Jeannie’s presentation on “Meaningful Micro-Interactions” one of the top five TED Talks on customer retention.
Her podcast Crack the Customer Code, which she co-hosts with customer service expert Adam Toporek, has consistently garnered praise for its engaging industry insights. Jeannie has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.
Access the transcript on our blog at https://voicesofcx.com/make-compassion-part-of-the-patient-experience-jeannie-walters/?utm_source=soundcloud&utm_medium=description
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Learn more about Jeannie Walters at: https://experienceinvestigators.com/about-jeannie-walters/
For over a decade, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences. He is an award-winning speaker at both national and international conferences – competing against NY Times Bestselling authors, business leaders, and internet sensations.
Joey specializes in creating unique, attention-grabbing customer experiences. With a background in designing outreach materials, packages, events, promotions, and brand identities, Joey works with businesses and individuals seeking to provide their clients with memorable experiences. Joey’s greatest talents include formulating creative strategies that build buzz and loyalty around products and services.
Access the transcript on our blog at https://voicesofcx.com/be-the-composer-of-your-cx-orchestra-joey-coleman/?utm_source=soundcloud&utm_medium=description
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Find about more on Joey Coleman on his website: https://joeycoleman.com/about/
Tiffani Bova is the growth and innovation evangelist at Salesforce and the author of the Wall Street Journal and bestselling book GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business.
Bova was recently named to Thinkers50’s Radar Class of 2019 and was Thinker of the Month in December 2018. She has appeared on MSNBC and Yahoo Finance, among others, and was featured in the January 2019 issue of Rotman Management Magazine's Disruption Issue.
She has also contributed to publications including Harvard Business Review, Forbes, Entrepreneur, and Huffington Post, and is a frequent guest on Wharton Business Radio and a variety of industry-leading podcasts.
As host of What's Next! with Tiffani Bova, one of the top 100 business and marketing podcasts on iTunes and top sales podcast of 2018 and 2019 according to Top Sales Magazine, she has interviewed guests from Arianna Huffington and Tom Peters to Dan Pink.
Access the transcript on our blog at https://voicesofcx.com/using-cx-as-your-ultimate-growth-tool-tiffani-bova/?utm_source=soundcloud&utm_medium=description
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Find about more on Tiffani Bova on her website: http://www.tiffanibova.com/
James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'.
Access the transcript on our blog at https://voicesofcx.com/doing-customer-experience-like-an-actual-real-life-rockstar-james-dodkins/?utm_source=soundcloud&utm_medium=description
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Get James' books on his site: https://www.jamesdodkins.com/books.html
Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading visual online workspace for remote collaboration.
Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Jim lived in Germany for 15 years before returning to the US in 2013. While there, he co-founded the European Information Architecture conferences, as well as the IA Konferenz.
Jim is widely know for his book, "Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams"
Access the transcript on our blog at https://voicesofcx.com/creating-value-through-mapping-experiences-jim-kalbach/?utm_source=soundcloud&utm_medium=description
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Get Jim Kalbach's book, "Mapping Experiences" on Amazon
Said Baaghil is the 'Unconventional' Branding and Marketing adviser whose out-of-the-box ideas ignite companies to rethink how to reach their target audience and build sustainable brands.
His clientele consists of CEOs, and CMOs of leading organizations who are bold enough to be strikingly different from their competitors by breaking the chains of traditional patterns, evolving their business, and as result, creating brands that dominate the category.
Known as the man who ‘Evolves Business’. Baaghil is able to effortlessly dive into the heart and mind of the brand and chart out a new innovative course to optimize opportunities. According to him, well-built Brands are timeless which is why companies trust Baaghil for his in-depth knowledge of the science of brands and his ability to create marketing strategies that attains continuous growth.
Access the transcript on our blog at https://voicesofcx.com/focus-on-being-strikingly-different-said-baaghil/?utm_source=soundcloud&utm_medium=description
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Learn more on Said Baaghil at: https://www.askbaaghil.com/
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Denise Lee Yohn is an author, a keynote speaker, and a brand leadership expert. Through her expertise and personal approach, Denise has inspired business leaders around the world to build great brands and exceptional organizations.
Denise has authored several books and has been a regular contributor to The Harvard Business Review, and Forbes. She's also written for Fast Company, Entrepreneurs, Knowledge@Wharton, and Change This. She has appeared on media such as Fox Business TV, CNBC, Wall Street Journal, and The New York Times.
Access the transcript on our blog at https://voicesofcx.com/closing-the-gap-between-brand-vision-and-customer-expectations-denise-lee-yohn/?utm_source=soundcloud&utm_medium=description
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Adam Toporek is an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication.
He is the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, the co-host of the Crack the Customer Code podcast, and the creator of the virtual training course, How to Deal with Difficult Customers. Adam is regularly ranked as a top customer experience thought leader and has been cited in Entrepreneur, Forbes, AMA, and over 100 other media.
Access the transcript on our blog at https://voicesofcx.com/customer-experience-that-sticks-adam-toporek/?utm_source=soundcloud&utm_medium=description
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Dennis Wakabayashi is a world leading CX strategist, innovator and evangelist working with Fortune 100 brands to transform their businesses by making customer experience the most important and reliable element of every business decision.
Dedicated to sharing his knowledge of the CX and integrated marketing space with colleagues, clients and other professionals, Wakabayashi is a CX subject matter expert who sits on Adobe’s Experience League Advisory Council and is a member of Service Design Week’s Advisory Board. He is also heavily involved in training and education, currently teaching in the Big Data Certification program at Southern Methodist University (SMU) in Dallas, Texas, and developing customer experience curriculum as a CX subject matter expert for the world’s leading technology educators, O’Reilly Media and Safari Books Online.
He leads The Integer Group’s Consumer Experience practice known in the industry as CX3. At The Integer Group he oversees integrated commerce, digital marketing and social media.
Access the transcript on our blog at https://voicesofcx.com/the-secret-to-c-suite-centricity-dennis-wakabayashi/?utm_source=soundcloud&utm_medium=description
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Dave Fish is founder and CEO of CuriosityCX an insights, creative, and customer experience agency. He has spent over 20 years understanding the grey areas of consumer behavior.
Dave has been directly involved in designing and executing Customer Experience initiatives and has extensive supplier and client-side experience in all facets of consumer behavior research. Dave held executive positions at The Engine Group, The Mars Agency, MaritzCX, as well as at JD Power, American Savings Bank and Toyota Motor Sales.
Dave regularly writes and presents on CX topics. His work has appeared in the Wall Street Journal, Automotive News, CNN, USA Today, Reuters, and CRM Magazine and on numerous television networks. He is a regular contributor to the American Marketing Association and is a featured columnist on CustomerThink. He holds a Ph.D. in Social Psychology from Claremont Graduate University and as Adjunct Professor of Marketing at the Sam M. Walton School of Business at University of Arkansas.
Access the transcript on our blog at https://voicesofcx.com/the-importance-of-actively-affecting-your-customers-experiences-david-fish/?utm_source=soundcloud&utm_medium=description
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Diane Magers is CEO of the CXPA-- The Customer Experience Professionals Association. Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels.
Diane has demonstrated competence in startups, mid-size and Fortune 100 companies. Outstanding reputation for partnering, mentoring, promoting collaboration, and resolving complex business issues.
In this episode of Voices of Customer Experience, Diane talks about her role as CEO of the CXPA, its the mission, and how she intends to continue to help Customer Experience thrive as a competence of its own.
Access the transcript on our blog at https://voicesofcx.com/how-the-cxpa-created-a-collaborative-cx-community-diane-magers/?utm_source=soundcloud&utm_medium=description
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Matt Dixon is the co-author of The Challenger Sale, The Challenger Customer and The Effortless Experience--the book that launched Customer Effort Score (CES). He is also a frequent contributor to Harvard Business Review, and experienced advisor to senior executives on sales, service and customer experience.
Matt is curently Chief Product and Research Officer at Tethr, an Austin based company that provides an AI-powered communications intelligence platform that listens to, accurately transcribes and analyzes phone conversations, chat interactions and other asynchronous messaging in real-time, giving companies searchable, actionable insights that they can use to improve customer experience, sales, marketing, communications, product, service and compliance.
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Professor Marcus Cunha Jr is the director of the Master of Marketing Research program (MRR) at UGA. It is the first and most successful program of this nature (first class graduated in '81 and a network of 640+ alums). Its students are highly sought after with an employment rate of 100%. The 2017 GRIT report (Greenbook Research Industry Trends) showed that the UGA MMR is recalled three times as often as all the other programs combined.
Professor Cunha holds a Ph.D in Marketing and Consumer Behavior from the University of Florida. Before coming to Terry College of Business at UGA, he previously lectured at the University of Florida, the University of Washington and the Goizueta Business School at Emory University.
Access the transcript on our blog at https://voicesofcx.com/leading-the-worlds-best-marketing-research-program-marcus-cunha/?utm_source=soundcloud&utm_medium=description
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Jay Baer, CSP, CPAE has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince &Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world’s most important brands.
Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute and is visited by more than 250,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named best marketing podcast by the Content Marketing Awards.
He also has a weekly Talk Triggers show on the topic of his new book by the same name which is featured on Youtube, and as a podcast.
Access the transcript on our blog at https://voicesofcx.com/creating-word-of-mouth-advertising-with-talk-triggers-jay-baer/?utm_source=soundcloud&utm_medium=description
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Dan is a marketing and customer experience executive who has consistently focused on delighting customers. He is also a keynote speaker, author, and podcaster. His career has spanned multiple disciplines including marketing, customer experience, social media, and customer service. He currently works at "Winning at Social" and has previously held leadership roles at several major brands, including McDonald’s, Humana, and Discover.
Access the transcript on our blog at https://voicesofcx.com/why-your-social-media-strategy-needs-cx-dan-gingiss/?utm_source=soundcloud&utm_medium=description
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Patrick Campbell is the Co-Founder and CEO of ProfitWell, the industry standard software for helping companies like Atlassian, Autodesk, Meetup, and Lyft with their monetization (through Price intelligently) and retention strategies. ProfitWell also provides a turnkey solution that powers the subscription financial metrics for over eight thousand subscription companies (it’s free and plugs right into your billing system).
Access the transcript on our blog at https://voicesofcx.com/market-research-the-secret-to-profitability-patrick-campbell/?utm_source=soundcloud&utm_medium=description
Prior to ProfitWell Patrick led Strategic Initiatives for Boston based Gemvara and was an Economist at Google and the US Intelligence community.
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Michael Bartlett is a recent transplant from the United Kingdom, Michael lives and works in Missouri as the Director of Experience Innovation at JMARK Business Solutions. He also runs his own Customer Experience training and consulting firm and is the author of CCXP Exam Preparation.
Michael obtained his masters in Artificial Intelligence in 1999 and has been building NLP systems and Neural Networks ever since. His current focus is on using Human Centered Design to augment A.I. implementations.
Access the transcript on our blog at https://voicesofcx.com/becoming-a-certified-cx-professional-ccxp-michael-g-bartlett/?utm_source=soundcloud&utm_medium=description
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Purchase Michael's Book: https://www.amazon.com/CCXP-Exam-Preparation-Facts-Giving/dp/1520922817
Practice on Michael's CCXP Simulator: https://ccxpexamsimulator.com (Use Code: Worthix2019)
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Sidney Evans is an international expert and thought leader in branding and communications. He has published numerous articles in such publications as Branding Magazine, Forbes, and Oracle Marketing Cloud.
Sidney is a pragmatic strategist and expert communicator. He helps people develop and communicate their unique brand through clear messaging and by implementing sound strategy. Sidney Evans was selected to join the Forbes Councils, whose members are hand-selected, to become part of a curated network of successful peers and publish thought leadership articles. Most recently, he was asked to contribute to the Oracle Marketing Cloud blog. Sidney is a senior columnist and moderator of the "C-Suite" for Branding Magazine.
Globally focused, Sidney helped mentor start-ups and young entrepreneurs in Stockholm for "Start-Up Stockholm Weekend" powered by Google for entrepreneurs. Sidney was also a featured speaker for the "Personal Branding Day" conference that was broadcast internationally from Poland. Currently, he is completing his first book on personal branding, "How To Build A Powerful Personal Brand".
Access the transcript on our blog at https://voicesofcx.com/helping-brands-deliver-robust-cx-sidney-evans/?utm_source=soundcloud&utm_medium=description
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Sammy Courtright is an attention to detail aficionado from the land down under who’s been with Fitspot from the very beginning. With a BA in Fine Arts from the University of Miami, she’s a nationally certified Pilates instructor who brings a blend of grit and imagination to the zillions of tasks that confront every startup. While she wears many hats at Fitspot, doing everything from sketching app screens to managing the customer experience, she can’t leave the house without her Akubra.
Access the transcript on our blog at https://voicesofcx.com/the-surprising-impact-of-wellness-on-your-cx-sammy-courtright/?utm_source=soundcloud&utm_medium=description
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Tom Goodwin is the EVP, Head of Innovation at Zenith Media, his role is to understand new technology, behaviors and platforms and ideate and implement solutions for clients. An industry provocateur and commentator, he's a regular contributor to the Guardian, Inc, GQ, TechCrunch, Forbes, Ad Age, Ad Week, and Digiday and his work has featured in the New York Times, Economist and the Times. Voted the #1 voice in Marketing by LinkedIn and one of 30 people to follow on Twitter by Business Insider Tom joined Zenith after founding Tomorrow, an agency to provide innovative advertising and marketing solutions for the post-digital age. He has a MEng in Structural Engineering and BArch in Architecture from the University of Sheffield, UK.
Access the transcript on our blog at https://voicesofcx.com/stop-contemporizing-old-technology-tom-goodwin/?utm_source=soundcloud&utm_medium=description
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Gustavo Imhof has been recognized as one of the rising stars of Customer Experience. Recently nominated a "30 Up and Coming Leaders in CX" --aged below 30, he works with leading blue chip companies and spoken to audiences across Europe and in LATAM, helping people understand the DNA of great CX strategy. He is regularly featured on a number of leading Customer Experience portals and has contributed to a number of CX thought leadership publications. Gustavo is specialized in measurement, KPIs and making your Voice of Customer actionable and embedding it within the business.
Access the transcript on our blog at https://voicesofcx.com/cx-metrics-and-kpis-in-the-age-of-ai-gustavo-imhof?utm_source=soundcloud&utm_medium=description
Check out Gustavo's contribution to our blog. https://blog.worthix.com/is-having-a-horde-of-promoters-really-the-key-to-your-customer-experience-strategy
Gustavo Imhof's Webstie: https://cxahead.com/
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Sue Duris is Co-Founder/Director of Marketing and Customer Experience of M4 Communications, a marketing and customer experience consulting firm that helps organizations build and grow their brands by coaching them how to be customer-centric, advising them on their digital transformation initiatives and collaborating with them to design omnichannel experiences that engage employees and deliver customer value.
Sue received her BA in Economics from the University of Colorado and MBA from the University of California - Irvine. She writes and speaks regularly. Sue also hosts #CXChat, a weekly Twitter chat about all things Customer Experience.
Access the transcript on our blog at https://voicesofcx.com/the-startup-playbook-to-cx-sue-duris/?utm_source=soundcloud&utm_medium=description
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Nate Brown is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.
Access the transcript on our blog at https://voicesofcx.com/making-customer-feedback-matter-nate-brown/?utm_source=soundcloud&utm_medium=description
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Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s! Shep has his seventh book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, releasing this October. You can learn more about here: www.BeConvenient.com.
Access the transcript on our blog at https://voicesofcx.com/disrupt-the-competition-and-create-fierce-loyalty-shep-hyken/?utm_source=soundcloud&utm_medium=description
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Annette Franz is founder and CEO of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, we can design a better experience for all constituents.
Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience.
She co-hosts the weekly #CXChat on Twitter, serves as an executive officer on the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer; you can find her work not only on her own blog but also on Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP).
She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.
Access the transcript on our blog at https://voicesofcx.com/employee-experiences-come-first-annette-franz/?utm_source=soundcloud&utm_medium=description
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Ian Golding, is a Certified Customer Experience Professional and Customer Experience specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible.
Ian has published over 500 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member. Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation. In 2015, Ian became an Advisor and featured columnist for CustomerThink – a global online community of business leaders striving to create profitable customer-centric enterprises. The site serves 80,000+ visitors per month from 200 countries.
Ian’s first book was published in April 2018 – ‘Customer What?’ The honest and practical guide to Customer Experience’ – is already being well received by professionals around the world.
Access the transcript on our blog at https://voicesofcx.com/customer-what-ian-golding/?utm_source=soundcloud&utm_medium=description
Buy Ian Golding's Book, "Customer What?" on Amazon: https://www.amazon.com/Customer-What-practical-customer-experience/dp/1527222160/ref=sr_1_1?s=books&ie=UTF8&qid=1540782316&sr=1-1&keywords=ian+golding
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Ulla is CEO and co-founder of the EGGS group. Her dream is to create the world’s best workplace for creative people and she is well underway to realize this. EGGS is a company where professional and personal growth is a key driver. She works with one eye on the future and is fascinated by modern tech and how design methods can be applied to make tech make sense to people and create value for business and society. A very experienced leader with high levels of positive energy. Educated at BI Norwegian Business School, MIT, and INSEAD, her motto is “never stagnate”.
Jan Walter is the founder, partner and leader of Service Design and Innovation at EGGS. He is a key player in building methods for insight, service design, and design-driven innovation. He is a prize-winning designer, and multiple Awards for Design Excellence by the Norwegian Design Council within the categories “Product design”, “Service Design” and “Design for all”.
Access the transcript on our blog at https://voicesofcx.com/how-design-is-fueling-cx-ulla-sommerfelt-and-jan-parr/?utm_source=soundcloud&utm_medium=description
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Colin Shaw has been recognized by LinkedIn as one of the world's top 150 business INfluencers, where he has 220,000 followers of his work. Also by Brand Quarterly as one of the 'Top 50 Marketing Thought Leaders over 50'. Established in 2002, Colin is Founder & CEO of Beyond Philosophy, the world's first consultancy & training companies dedicated to Customer Experience. Colin is a best-selling author of five best-selling books.
A sought-after keynote speaker Colin’s interactive presentation style uses thought-provoking questions, humor, and real-life anecdotes to engage, entertain and inform his audience. Audaciously Colin calls organizations live from the stage to make a point.
Colin is a member of the National Speakers Association and has presented at countless keynote speeches. He has been featured as an expert on CNN, BBC TV, Sky News, BBC Radio.
Access the transcript on our blog at https://voicesofcx.com/practicing-cx-beyond-philosophy-colin-shaw/?utm_source=soundcloud&utm_medium=description
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Ramsay Brown is a NeuroTechnologist, Futurist Philosopher, and Escaped Circus Bear. Trained at USC's Brain Architecture Center, Rams worked on Brain Mapping and pioneered a Google Maps for the Brain. Now, he's CoFounder and Chief Operations Officer at Boundless.ai, where he and his team are leading the edge of Persuasive AI and Behavioral Design.
Access the transcript on our blog at https://voicesofcx.com/using-ai-to-map-the-brain-and-program-behavior-ramsay-brown?utm_source=soundcloud&utm_medium=description
Voices of Customer Experience is brought to you by Worthix: www.worthix.com
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Max Israel is founder and CEO of Customerville, creator of the design-driven customer experience management platform used by companies in over 20 countries. Founded in 2003, Max’s company currently works with brands in a wide variety of sectors, including airlines, hotels, medicine, insurance, banks, and retail.
At Customerville, Max leads an innovative team who blend technology, art, and behavioral science to make the customer feedback process engaging and actionable – both for customer and employee. Customerville has come to be known for aggressively pushing the limits of what people can expect from customer experience surveys and reporting. Israel has served as a board member and board president of Seattle’s nonprofit Ballard Food Bank and the World Trade Club, and presently serves on the GFAC Advisory Board for the Gymboree Corporation in San Francisco.
Access the transcript on our blog at https://voicesofcx.com/setting-the-stage-for-design-driven-feedback-max-israel/?utm_source=soundcloud&utm_medium=description
Voices of Customer Experience is brought to you by Worthix: www.worthix.com
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Namratha Vedire (Nammy) holds a Ph.D. in Electrical Engineering from Yale University. Her doctoral dissertation on the development of algorithms for 5G wireless communication technologies enabled her to cultivate a deep understanding of emerging wireless systems that will be integral for innovations in the fields of driverless cars, advanced mobile networks, virtual reality, and the Internet of Things.
During the course of her graduate studies, she leveraged her technical knowledge, analytical skills, and design interests to work with over 30 student, faculty, and alumni led early-stage startups at the Yale Entrepreneurial Institute as a Venture Creation Consultant. Her passion to learn the secret to building scalable companies led Nammy to her current role as the Associate Director of the Center for Deliberate Innovation at the Georgia Institute of Technology. At the Center, Nammy works closely with leaders in educational innovation, founders of startups, and heads of innovation teams at large corporations to help them answer the most important question in entrepreneurship today - Could innovation be done with less risk?
The Center for Deliberate Innovation is unique in it’s approach to de-risking innovation. By applying methods grounded in cutting-edge research from the fields of behavioral economics, decision theory, social and developmental psychology, and phenomenology, the Deliberate Innovation approach educates entrepreneurs and innovators to actively recognize the common cognitive biases and blind spots that so often result in startup failure and corporate innovation non-success.
Access the transcript on our blog at https://voicesofcx.com/using-deliberate-innovation-to-drive-growth-dr-nammy-vedire/?utm_source=soundcloud&utm_medium=description
Voices of Customer Experience is brought to you by Worthix: www.worthix.com
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Material to look at for questions: A primer on Deliberate Innovation - Merrick Furst, keynote: https://www.youtube.com/watch?v=O8rzmRAppws
Center for Deliberate Innovation - https://cdi.gatech.edu/
Nammy Vedire's personal website - https://nvedire.com/
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Michael Barber is Senior Vice President, Chief Creative Officer at Godfrey. His work has been featured in The New York Times, The Wall Street Journal, and Forbes. This work has been awarded numerous industry awards, but more importantly has driven successes including the most effective and cost-efficient campaign in the history of a Fortune 500 company, a 160x return on ad spend, and 50 million earned media impressions within the first month of a new product launch.
Michael is one of Marketo’s Fearless 50 which recognizes the top marketers around the globe driving bold, fearless, marketing and digital transformation.
Access the transcript on our blog at https://voicesofcx.com/why-marketers-should-embrace-customer-experience-michael-barber/?utm_source=soundcloud&utm_medium=description
Voices of Customer Experience is brought to you by Worthix: www.worthix.com
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Dominic Venturo is executive vice president and chief innovation officer for U.S. Bank. In this role, he leads a team of visionaries who see potential in emerging technology or business models and adapt those to fit customer needs as they understand them today or how they envision them in the future. Mr. Venturo’s team develops new products, sets the strategy for emerging innovations in financial services and creates the environment within the bank through which these innovations are tested, adjusted and brought to market.
Mr. Venturo is frequently featured as a keynote speaker at industry conferences and has been recognized by Bank Innovation as a Top Innovator in Financial Services (#3, 2013), Bank Systems & Technology as one of “Elite 8” CIOs (2012), Twin Cities Business Magazine as one of “200 Minnesotans You Should Know” (2011), “Bank Technology News as “Mobile Banker of the Year” (2011) and as “Top 10 Innovator” (2009) and by Paybefore Magazine as a “Top 5 Innovator” (2011).
Mr. Venturo’s team has delivered industry-leading innovations since 2008 that have earned numerous accolades in the media and awards.
Access the transcript on our blog at https://voicesofcx.com/us-bank-redefining-experiences-through-innovation-dominic-venturo/?utm_source=soundcloud&utm_medium=description
Voices of Customer Experience is brought to you by Worthix: www.worthix.com
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Prof. Dr. Phil Klaus is widely considered one of the leading global Customer Experience Strategists. He is the founder of Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience and Marketing Strategy at the International University of Monaco, bestselling author of “Measuring Customer Experience – How to Develop and Execute the Most Profitable Customer Experience Strategies,” Chairman of the PK Customer Experience Institute, and holds multiple visiting professorships around the globe. His award-winning research has appeared in numerous books, and a wide range of top-tier academic and managerial journals.
Prof. Klaus is a frequent keynote speaker at public and in-company seminars and conferences around the world, and bestselling author of ‘Measuring Customer Experience.’ He is an experienced manager and management consultant with an active, international portfolio of Blue-Chip clients for whom he advises on customer experience strategy, profit enhancement, 'next practice,' and business development.
Access the transcript on our blog at https://voicesofcx.com/cx-vanguards-outperform-your-competition-by-600-prof-dr-phil-klaus/?utm_source=soundcloud&utm_medium=description
Voices of Customer Experience is brought to you by Worthix: www.worthix.com
Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthix on Twitter: @worthix
Buy Prof. Dr. Phil Klaus' Book, Measuring Customer Experience: https://www.amazon.com/Measuring-Customer-Experience-Profitable-Strategies/dp/1137375450
Follow Prof. Dr. Phil Klaus on LinkedIn: https://www.linkedin.com/in/profdrphilklaus Follow Prof. Dr. Phil Klaus on Twitter: @ProfDrPhilKlaus
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Dan is an Assistant Professor of Marketing at Emory University's Goizueta School of Business. His research specialty is the application of the leading-edge statistical methodology to contemporary empirical marketing problems. His research interests include customer-based corporate valuation and customer lifetime value. His research has been accepted and published in top-tier academic journals such as the Journal of Marketing, the Journal of the American Statistical Association: Theory and Methods, Statistica Sinica, and the Annals of Applied Statistics. It has also been featured in media outlets such as the Harvard Business Review, Wall Street Journal, FT, Fortune, Barron's, CBS, CNBC, Slate, Business Insider, The Motley Fool, and Forbes. Dan was Co-Founder and Chief Statistician at Zodiac, a predictive customer analytics firm until it was sold to Nike in March 2018. Dan has since co-founded Theta Equity Partners to commercialize his research on CBCV. He received his P.h.D in Statistics from the Wharton School of the University of Pennsylvania.
Access the transcript on our blog at https://voicesofcx.com/a-statistical-analysis-of-your-cx-dan-mccarthy/?utm_source=soundcloud&utm_medium=description
Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthix on Twitter: @worthix
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Theta Equity Partners website: http://thetaequity.com
Dan's most recent projects:
Customer-based corporate valuation for subscription firms: https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2701093
Customer-based corporate valuation for non-subscription firms: https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3040422
Yu-kai Chou is an Author and International Keynote Speaker on Gamification and Behavioral Design. He is the Original Creator of the Octalysis Framework, and the author of Actionable Gamification: Beyond Points, Badges, and Leaderboards. He is currently President of The Octalysis Group and the Founder of Octalysis Prime. Yu-kai has been a regular speaker/lecturer on gamification and motivation worldwide, including at organizations like Google, Tesla, Stanford University, LEGO, Sberbank, TEDx, Boston Consulting Group, Gamified India, Huawei, the Innovation Center in Denmark, Kingdom of Bahrain government, and many more. His work has affected over 1 Billion users’ experiences across the world.
Yu-kai was one of the earliest pioneers in Gamification, starting his work in the industry in 2003. In 2015, Yu-kai was rated #1 among the “Gamification Gurus Power 100” by RISE, and was also awarded the “Gamification Guru of the Year” Award in 2014, 2015 and 2017 by the World Gamification Congress and the Gamification Europe Conference. He has helped a variety of companies, from seed stage startups to Fortune 500 companies such as LEGO, Sberbank, Volkswagen/Porsche, Accenture, eBay, Huawei, Fidelity, AIG Japan, Verizon, Ericsson, Cisco and more. His work has been featured in Forbes, The Wall Street Journal, Business Insider, The World Journal, PBS, NBC, and many more.
Access the transcript on our blog at https://voicesofcx.com/gamify-the-experience-yu-kai-chou/?utm_source=soundcloud&utm_medium=description
Voices of Customer Experience is brought to you by Worthix: www.worthix.com
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Buy Yu-kai's book, Actionable Gamification: https://www.amazon.com/dp/B00WAOGY4U/ref=cm_sw_su_dp
Follow Yu-kai Chou on LinkedIn: https://www.linkedin.com/in/yukaichou/ Follow Yu-kai Chou on Twitter: @yukaichou
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Brian Solis is Principal Analyst and Futurist at Altimeter, the digital analyst group at Prophet. He studies disruptive technology and its impact on business. He is also a digital anthropologist who seeks to better understand how technology affects and shapes behaviors, norms and society. Through his research and published work, he humanizes all of these incredible trends to help leaders understand how technology and people are changing and what to do about it.
In addition, Brian is an award-winning author and world-renowned keynote speaker who is consistently recognized as one of the most prominent thought leaders in digital transformation, innovation and experience design. Brian has authored several best-selling books including X: The Experience When Business Meets Design, What’s the Future of Business (WTF), The End of Business as Usual and Engage!
With a loyal online audience of over 700,000 people online, his work makes him a sought-after thought-leader to leading brands, celebrities such as Oprah, Shaq, Ashton Kutcher and over 1,000 startups.
Access the transcript on our blog at https://voicesofcx.com/designing-the-future-of-cx-brian-solis/?utm_source=soundcloud&utm_medium=description
Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthix on Twitter: @worthix
Follow Brian on LinkedIn: https://www.linkedin.com/in/briansolis/ Follow Brian on Twitter: @briansolis
Follow Mary Drumond on LinkedIn: https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary
Episode webpage: blog.worthix.com/podcasts/s2-e1-brian-solis-designing-the-future-of-cx
Listen to the Highlights of the season in this special episode hosted by Mary Drumond. Season 2 coming soon! Subscribe for updates!
Follow Mary Drumond: LinkedIn: https://www.linkedin.com/in/marydrumond/ Twitter: @drumondmary
Follow Joe Pine: @joepine
Follow Emilia Chagas: @emilia_chagas
Follow Tamara Gaffney: @tamarag
Follow Peter Fader: @faderp
Follow Rachael McBrearty: @RachaelMcB
Follow Jeanne Bliss: @jeannebliss
Go to the Voices of CX site to read more details:
https://blog.worthix.com/podcasts/special-episode-best-of-season-1
Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association.
Listen to her talk with Voices of Customer Experience about improving your customer experience from the frontline and building a strong customer experience strategy into your operating model by outlining her book Would You Do That To Your Mother?
Access the transcript on our blog at https://voicesofcx.com/would-you-do-that-to-your-mother-jeanne-bliss/?utm_source=soundcloud&utm_medium=description
You can read all about Jeanne on her website: www.customerbliss.com and www.make-mom-proud.com
You can also use the #makemomproud hashtag to participate in her CX movement.
Follow Jeanne Bliss LinkedIn: https://www.linkedin.com/in/jeannebliss/ Twitter: @JeanneBliss
Follow Mary Drumond LinkedIn: linkedin.com/in/marydrumond/ Twitter: @drumondmary
Voices of Customer Experience Podcast Page: https://blog.worthix.com/podcasts
Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: https://blog.worthix.com Worthix's Artificial Intelligence CX Survey: www.worthix.com
Rachael McBrearty, a customer experience executive and pioneer in the use of digital, IOT and analytics, talks with Voices of Customer Experience about Evolving the Customer Experience. As the former Chief Creative at Cisco, she shares her years of insights and expertise in developing customer strategies, designing brand enhancing experiences and leading organizational transformation that drives growth above industry standards.
Access the transcript on our blog at https://voicesofcx.com/designing-a-customer-experience-system-rachael-mcbrearty/?utm_source=soundcloud&utm_medium=description
Follow Rachael McBrearty LinkedIn: linkedin.com/in/rachaelmcbrearty/ Twitter: @RachaelMcB
Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: blog.worthix.com Worthix's Artificial Intelligent CX Survey: www.worthix.com
Follow Mary Drumond LinkedIn: linkedin.com/in/marydrumond/ Twitter: @drumondmary
Hear from marketing trailblazer, Peter Fader, Professor of Marketing at The Wharton School of University of Pennsylvania and author of Customer Centricity, share why not all customers deserve the same attention. He will discuss the real meaning of customer centricity and how companies can profit more by focusing on the right customers at the right time to get the right results.
Access the transcript on our blog at https://voicesofcx.com/when-customers-dont-matter-peter-fader/?utm_source=soundcloud&utm_medium=description
Follow Peter Fader LinkedIn: linkedin.com/in/peterfader/
Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: blog.worthix.com Worthix's Artificial Intelligent CX Survey: www.worthix.com
Follow Guilherme Cerqueira LinkedIn: linkedin.com/in/guicerqueira/ Twitter: twitter.com/guicerqueira
Follow Mary Drumond LinkedIn: linkedin.com/in/marydrumond/ Twitter: @drumondmary
Adobe’s Principal Analyst of Digital Insights, Tamara Gaffney, talks about The Experience Index and its focus on measuring consumer expectation and business impact of the experience-led business and future trends. She also shares information on Adobe’s new Experience League.
Tamara heads up a new program at Adobe which is focused on measuring consumer expectations and business impact of the experience-led business. She also uses her long history in the technology industry and ability to interpret big data analysis coming from the Adobe Experience Cloud to identify key trends. In her current role she is frequently quoted on television, radio and in thousands of press articles where she has established a track record of accurately predicting the future of digital experiences.
Access the transcript on our blog at https://voicesofcx.com/how-adobe-is-shaping-customer-experience-tamara-gaffney/?utm_source=soundcloud&utm_medium=description
Follow Tamara Gaffney LinkedIn: linkedin.com/in/tamaragaffney/ Twitter: @tamarag Helpful links: https://theblog.adobe.com/adobe-summit-helping-make-experience-business/ https://www.forbes.com/sites/blakemorgan/2018/03/20/7-lessons-learned-from-adobes-new-customer-experience-index/ https://www.youtube.com/watch?v=EMBxlrU5LGM https://blogs.wsj.com/cio/2018/04/20/customer-experience-is-the-key-competitive-differentiator-in-the-digital-age/ http://exploreadobe.com/experience-index-survey/
Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: blog.worthix.com Worthix's Artificial Intelligent CX Survey: www.worthix.com
Follow Mary Drumond LinkedIn: linkedin.com/in/marydrumond/ Twitter: @drumondmary
Former FICO CEO and Research Fellow, Larry Rosenberger and, Guilherme Cerqueira CEO of Worthix, took the stage together at FICO World 2018, where they addressed a packed house, requiring an “encore” session.
In this special podcast episode recorded at the Fontainebleau Hotel in Miami Beach, the two of them sit down after the event to discuss the evolution of data science, optimizing decisions, prescriptive analytics, and the four pillars of behavior analytics and the impact on customer decision making.
Access the transcript on our blog at https://voicesofcx.com/the-four-pillars-of-behavior-analytics-larry-rosenberger/?utm_source=soundcloud&utm_medium=description
Follow Larry Rosenberger LinkedIn: linkedin.com/in/larryrosenberger/
Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: blog.worthix.com Worthix's Artificial Intelligent CX Survey: www.worthix.com
Follow Guilherme Cerqueira LinkedIn: linkedin.com/in/guicerqueira/ Twitter: twitter.com/guicerqueira
Follow Crystal Garrett LinkedIn: www.linkedin.com/in/crystlike1/
From the mind of a start-up CEO, we will talk Customer Centricity in Startup Culture. Nine-year content management veteran, Emilia Chagas, CEO and Co-Founder of Contentools, a Silicon-Valley bred all-in-one content marketing platform, talks the importance of focusing on the customer and content as you scale your business. Emilia covers what content creators need to grow in the Customer Experience Economy. She will dig into the importance of knowing and understanding your buyers’ persona, creating content that triggers the interest of customers, using the marketing funnel to convert, aligning content with company goals, and the future of CX according to Silicon Valley.
Emilia Chagas is co-founder & CEO of Contentools.com, an all-in-one content marketing platform that has helped +1,000 marketing teams plan, create, distribute and analyze online content. As a content manager for over 8 years, Emilia has lead video, book, and web-based content projects in both Enterprises and SMBs.
To learn more strategies to scale-up and manage your company's content, head to: contentools.com/blog
Access the transcript on our blog at https://voicesofcx.com/customer-centricity-inside-startups-emilia-chagas/?utm_source=soundcloud&utm_medium=description
Follow Emilia Chagas LinkedIn: www.linkedin.com/in/emiliachagas/ Twitter: @emilia_chagas
Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: blog.worthix.com Worthix's Artificial Intelligent CX Survey: www.worthix.com
Ryan Hamilton and Worthix's CEO Guilherme Cerqueira discuss what CX executives and marketers can start doing today to better understand decision rationality and improve their customer's experiences.
Associate Professor of Marketing at Emory University’s Goizueta Business School and the co-author of The Intuitive Customer, Dr. Ryan Hamilton’s research investigates shopper decision-making: how brands, prices and choice architecture influence decision making at the point of purchase. His findings have been published in some of the most prestigious peer-reviewed journals in marketing and management.
His research findings have also found an audience in the popular press, having been covered in The New York Times, The Wall Street Journal, Time, USA Today, The Financial Times and CNN Headline News. Dr. Hamilton’s research and teaching are focused on identifying some of the surprising ways firms can use psychology to better understand and serve their customers.
Access the transcript on our blog at https://voicesofcx.com/how-to-drive-and-impact-customer-decisions-ryan-hamilton/?utm_source=soundcloud&utm_medium=description
Follow Ryan Hamilton LinkedIn: www.linkedin.com/in/ryan-hamilton-49b3321/
Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: blog.worthix.com Worthix's Artificial Intelligent CX Survey: www.worthix.com
Follow Guilherme Cerqueira LinkedIn: www.linkedin.com/in/guicerqueira/ Twitter: @guicerqueira
Follow Mary Drumond LinkedIn: linkedin.com/in/marydrumond/ Twitter: @drumondmary
Joe Pine was the voice calling out about the coming of the experience economy long before it hit. His book, "The Experience Economy", written in 1998 helped lay the foundation of what is today's Customer Experience. Pine is a world renown thought leader in business, author, internationally acclaimed speaker, management advisor to Fortune 500 companies and entrepreneurial start-ups, and cofounder of Strategic Horizons.
In this episode, he speaks to podcast host Crystal Garrett and guest-host and Worthix CEO, Guilherme Cerqueira about what comes AFTER the experience. He also discusses staging distinctive experiences, the gap of perceptions versus authenticity, companies identifying time well spent versus time well saved, and taking advantage of digitization. He advises on “customering” and transforming your customers to help them meet their aspirations.
Access the transcript on our blog at https://voicesofcx.com/whats-next-in-customer-experience-joe-pine/?utm_source=soundcloud&utm_medium=description
Follow Joe Pine LinkedIn: https://www.linkedin.com/in/joepine/ Twitter: @joepine
Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: blog.worthix.com Worthix's Artificial Intelligent CX Survey: www.worthix.com
Follow Guilherme Cerqueira LinkedIn: www.linkedin.com/in/guicerqueira/ Twitter: @guicerqueira
Follow Mary Drumond LinkedIn: linkedin.com/in/marydrumond/ Twitter: @drumondmary