Conversation 🇺🇸: Recent Episodes
Conversation 🇺🇸
On this episode of Conversation: CX, Steve Belgraver, the founder and ambassador of the European Customer Experience Organization, shares his tips and best practices for ensuring successful client service delivery.
Watch the interview for valuable insights:
-
Explore what makes the B2B customer journey and client delivery unique
-
Learn the main KPIs to consider when assessing the success of your customer service program
-
Discover Steve's cross-functional approach to client delivery, and why it matters at enterprise scale
About Steve Belgraver :
Steve has 20 years experience in Service Management leadership, having worked for major Telecom and Solutions providers such as Vodafone and GTT, where he introduced Customer Journey mapping, and is a founder and ambassador of the European Customer Experience Organization.
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Tabitha Dunn, Ericsson: https://conversation.iadvize.com/en/tabitha-dunn-ericsson
Sandra Thompson, The Ei Evolution :
https://conversation.iadvize.com/en/sandra-thompson-the-ei-evolution
Jeff Sheehan, JS Consulting: https://conversation.iadvize.com/en/jeff-sheehan-cx-js-consulting
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
On this episode of Conversation: CX, Tabitha Dunn, Chief Customer Officer at Ericsson, dives into a big topic for Customer Experience
leaders around the world: the CX transformation roadmap, emphasizing the importance of the first year.
Watch this insightful interview to:
-
Explore how to identify the CX gaps, and prioritize them.
-
Learn how to tie Customer Experience improvements to what matters to other leaders within your organization.
-
Find out how to build the case for change in your company and within your teams.
About Tabitha Dunn:
Tabitha Dunn is the Chief Customer Officer at Ericsson, the Swedish multinational networking and telecommunications company and leading provider of 5G network equipment in the US. Tabitha has over 20 years of experience in CX. She successfully built five global customer experience functions from the ground up.
More info:
Tabitha Dunn on LinkedIn
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Sandra Thompson, The Ei Evolution :
https://conversation.iadvize.com/en/sandra-thompson-the-ei-evolution
Jörg Heinemann, Otto:
https://conversation.iadvize.com/en/joerg-heinemann-otto
Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
On this episode of Conversation: CX, Sandra Thompson, Founder of The EI Evolution, shares her insight into the key role of Emotional Intelligence to enhance the customer experience :
- How to differentiate Emotional Intelligence (EI) and empathy
- How to develop emotional intelligence skills
- How can we reconcile between AI and EI in order to enhance the customer experience
About Sandra Thompson :
Sandra Thompson is the first Goleman Emotional Intelligence Coach in the UK. She started out as a Customer Experience consultant in 2010 when she founded Exceed all Expectations, a management consultancy focusing on improving customer and employee experience.
More info:
Sandra Thompson on LinkedIn
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Jeff Sheehan, CX Advisor :
https://conversation.iadvize.com/en/jeff-sheehan-cx-js-consulting
Jörg Heinemann, Otto:
https://conversation.iadvize.com/en/joerg-heinemann-otto
Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
On this episode of Conversation: CX, Jeff Sheehan, CX author of Customer Experience Management Field Manual and Principal CX Advisor at JS Consulting, shares his insight into building a high-functioning CX program while combining both theory and practice and the use of data:
-
When designing your own customer experience program, what priorities should your business focus on
-
How CX can be connected to business value in concrete ways
-
How do you turn customer insights into real improvements
About Jeff :
Jeff Sheehan is a CX practitioner, author, and active member of the global CX community. He has been serving clients for over 25 years, with extensive experience in customer strategy and digital transformation management. Jeff is also the author of a CX Management Field Manual published in 2021 (Boston Business Books)
More info:
Jeff Sheehan’s LinkedIn profile
Jeff Sheehan's Book
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Jörg Heinemann, Otto:
https://conversation.iadvize.com/en/joerg-heinemann-otto
Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
Alex Genov, Zappos: https://conversation.iadvize.com/en/alex-genov-zappos
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
On this episode of Conversation: CX, Jörg Heinemann, Principal Innovation & Digitalization at Otto, shares his insight into innovating the digital customer experience and delivering smarter experiences across the customer journey:
- How using the full potential of omnichannel journeys is the future for CX and can optimize the customer experience
- How Live shopping is unavoidable if you want to excel in eCommerce since Jörg considerate it as “the bridge” for eCommerce and retail
- The key role of messaging when it comes to conversational commerce
About Otto :
Founded in 1949 and based in Germany, Otto is one of EU most successful ecommerce companies, and operates in more than twenty countries. Otto is primarily a retail e-commerce company, and as a shareholder, it also operates in e-commerce services.
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Marie-Helene Cuisson, Lowe’s Canada: conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
Alex Genov, Zappos: conversation.iadvize.com/en/alex-genov-zappos
Howard Tiersky, CEO From: conversation.iadvize.com/en/howard-tiersky-from
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
In this episode of Conversation CX, Marie-Helene Cusson, Brand Marketing Director at Lowe's Canada, explains how to turn customer and business data into actionable insights that increase sales and customer satisfaction.
Listen to the interview to:
- Identify the mistakes to avoid when it comes to business and customer intelligence
- Learn how data can help you deliver the right marketing messages
- Leverage all of this data to improve online and in-store customer experience
About Lowe’s Canada:
Based in Boucherville, Quebec, Lowe’s Canadian business, together with its wholly owned subsidiary RONA inc., operates or services over 450 corporate and independent affiliate dealer stores under different banners, which include Lowe’s, RONA, Reno-Depot, and Dick’s Lumber.
Find more episodes to elevate your digital experience on conversation.iadvize.com
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Alex Genov, Zappos: conversation.iadvize.com/en/alex-genov-zappos
Howard Tiersky, CEO From: conversation.iadvize.com/en/howard-tiersky-from
How To: Live Shopping: conversation.iadvize.com/en/how-to-live-shopping
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us:
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
In this episode of Conversation CX, Alex Genov, Head of Customer Experience Research at Zappos, discusses customer-centricity, empathy, and personalization in the digital space and how technology comes into play when creating truly unique and memorable experiences.
Watch the interview to learn some of the reasons behind Zappos’ massive success:
- Explore how the brand always prioritizes the customer, consistently achieving a NPS of over 90
- Listen to Alex's insights on personalization and the best ways to measure it
- Discover his approach to empathy and how to scale customer care
About Alex Genov:
Alex is a research professional, holding a PhD in Experimental Social Psychology. He applies his Psychology background and his passion for research, design, and innovation to solve important customer and business problems. He is currently leading Customer Research for the Zappos Family of Companies.
Find more episodes to elevate your digital experience on conversation.iadvize.com
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Howard Tiersky, CEO From : conversation.iadvize.com/en/howard-tiersky-from
How To: Live Shopping: conversation.iadvize.com/en/how-to-live-shopping
Tiffani Bova, Salesforce: conversation.iadvize.com/en/tiffani-bova-salesforce
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us:
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
In this episode of Conversation CX, Howard Tiersky, CEO of From, the Digital Transformation Agency, explores how to ignite the direct link between customer experience and business success for brands.
Watch the interview to get key insight into:
- How to positively influence human behavior to impact business growth
- Why customer experience is at the heart of successful digital transformation
- The importance of storytelling in CX.
About Howard Tiersky:
Howard is the CEO of From, The Digital Transformation Agency. He was named a Top 10 Digital Transformation influencer Enterprise Management 360 and a Wall Street Journal bestselling author. Howard helps executives at large brands transform their customer experience to win in today’s digital world.
👉 Find more episodes to elevate your digital experience on conversation.iadvize.com
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
How To: Live Shopping: conversation.iadvize.com/en/how-to-live-shopping
Tiffani Bova, Salesforce : conversation.iadvize.com/en/tiffani-bova-salesforce
Alexander Graf, Spryker: conversation.iadvize.com/en/alexander-graf-spryker
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
On this episode of Conversation CX, Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce and best-selling author of Growth IQ shares her expertise on leveraging customer centricity to accelerate business growth.
- Connect the dots between your employee experience, customer experience and business growth
- Learn how to make customer service a revenue-generating machine for your business
- Listen to Tiffani’s tips to design powerful digital-first customer experiences
About Tiffani Bova: As Global Customer Growth and Innovation Evangelist at Salesforce, Tiffani works with some of the most innovative companies in the world as they look to transform the way they engage with customers, grow their business and create memorable customer experiences. She is the author of Wall Street Journal Bestseller Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business (Portfolio, August 2018).
Find more information on this interview at: conversation.iadvize.com/en/tiffani-bova-salesforce
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Alexander Graf, Spryker: conversation.iadvize.com/en/alexander-graf-spryker
Christophe Carrere, EMG: conversation.iadvize.com/en/christophe-carrere-emg
Larry Rodgers, Verizon: conversation.iadvize.com/en/larry-rodgers-verizon
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: iadvize
Twitter: @iadvize
On this episode of Conversation: CX, Alexander Graf, Spryker co-founder and co-CEO, discusses how to stand out and deploy a successful e-commerce strategy driven by flexibility and innovation.
- Wow your customers/prospects with a better customer/product experience than your competitors
- Explore the top 3 priorities for brands selling products on their e-commerce site today
- Everything is about speed and adaption nowadays. "Innovate or die" might just be one of the smartest mottos out there right now.
About Alexander Graf: Alex is a passionate e-commerce entrepreneur who has built more than ten companies. He firmly believes in the motto: "Innovate or die", meaning those who stop moving forward and refuse to change will not stand a chance in the future.
Find more information on this interview at: conversation.iadvize.com/en/alexander-graf-spryker
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Christophe Carrere, EMG: conversation.iadvize.com/en/christophe-carrere-emg
Larry Rodgers, Verizon: conversation.iadvize.com/en/larry-rodgers-verizon
Derric Haynie, Ecommerce Tech: conversation.iadvize.com/en/derric-haynie
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
FOLLOW US:
LinkedIn: www.linkedin.com/company/iadvize
Instagram: iadvize
Twitter: @iadvize
On this episode of Conversation: CX, Christophe Carrère, Group Customer Engagement Director, Europcar Mobility Group, shares his experience on driving CX transformation in the car rental and mobility industry.
- Find out how EMG decided to move from being product-centric to customer-centric, a change that was carried out consistently across multiple markets.
- Listen to Christophe describe how EMG made NPS a key driver for all their employees.
- Discover how live chat helped the company in this customer-centric transformation during the pandemic.
About EMG:
Europcar Mobility Group’s purpose is to offer attractive alternatives to vehicle ownership, responsibly and sustainably, through a wide range of car and van rental services. Europcar Mobility Group delivers its mobility solutions worldwide through an extensive network in over 140 countries (including wholly owned subsidiaries – 18 in Europe, 1 in the USA, 2 in Australia and New Zealand – completed by franchises and partners).
Find more information on this interview at:
conversation.iadvize.com/en/christophe-carrere-emg
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Larry Rodgers, Verizon: conversation.iadvize.com/en/larry-rodgers-verizon
Derric Haynie, Ecommerce Tech: conversation.iadvize.com/en/derric-haynie
Lucie Buisson, Contentsquare: conversation.iadvize.com/en/lucie-buisson-contentsquare
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: www.instagram.com/conversation.en
Twitter: twitter.com/en_conversation
On this episode of Conversation: CX, Lucie Buisson, Chief Product Officer at Contentsquare shares her insight into leveraging analytics to deliver better and smarter experiences across the customer journey:
- The importance of listening to your customers, to understand their expectations and how you can match them in today’s world
- How essential first impressions and great UX are, when your competitors are only a click away
- Why omnichannel touchpoints are the future for CX and a big opportunity for brands
Founded in Paris in 2012, Contentsquare has since opened offices in London, New York, San Francisco, Munich, Tel Aviv, Tokyo, and Singapore. Today, it helps more than 750 enterprises in 26 countries deliver better digital experiences for their customers through its user experience analytics platform.
Find more information on this interview at:
conversation.iadvize.com/en/lucie-buisson-contentsquare
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Dennis Snow, Snow & associates: conversation.iadvize.com/en/dennis-snow
Amandine Durr, ManoMano: conversation.iadvize.com/en/amandine-durr-manomano
Chris Parsons, Home Hardware: conversation.iadvize.com/en/chris-parsons-home-hardware
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/channel/UCWKYHEBci6aKoH4RLGTKbJQ
Follow us:
LinkedIn: www.linkedin.com/showcase/media-conversation
Instagram: www.instagram.com/conversation.en
Twitter: twitter.com/en_conversation
On this episode of Conversation: CX, Dennis Snow talks magical experiences, specifically these 6 pillars and how they impact CX:
- Empathy, Expertise, & Authenticity
- Scalability
- Personalized Engagement
- Rich & User-Friendly Messaging
- Omnichannel & Seamlessness
- Business Drive
Dennis Snow is the President of Snow & Associates, where he uses his 20 years with Walt Disney World to give businesses advice on cultivating customer loyalty. He is a renowned customer service keynote speaker, consultant, and author.
Find more information on this interview at: conversation.iadvize.com/en/dennis-snow
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Amandine Durr, ManoMano: conversation.iadvize.com/en/amandine-durr-manomano
Chris Parsons, Home Hardware: conversation.iadvize.com/en/chris-parsons-home-hardware
Claudio Baptista, GoPro: conversation.iadvize.com/en/claudio-baptista-gopro
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify : open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts : podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/channel/UCWKYHEBci6aKoH4RLGTKbJQ
Follow us 👉
LinkedIn: www.linkedin.com/showcase/media-conversation
Instagram: www.instagram.com/conversation.en
Twitter: twitter.com/en_conversation
🛠 On this episode of Conversation: CX, Amandine Durr shares her best advice for understanding digital shoppers and tailoring the experience to best meet their needs:
- Always collect data from page views, clicks, and user habits.
- Conduct user research for your vertical as needs vary by industry.
- Don’t forget to analyze all support interactions such as chat exchanges.
Amandine Durr is the Product Director at European home-improvement company ManoMano. ManoMano is a long time iAdvize customer that has utilized a conversational strategy to provide vital pre and post-sales support for site visitors and seen major results.
Find more information on this interview at: conversation.iadvize.com/en/amandine-durr-manomano
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Chris Parsons, Home Hardware: conversation.iadvize.com/en/chris-parsons-home-hardware
Claudio Baptista, GoPro: conversation.iadvize.com/en/claudio-baptista-gopro
Jeannie Walters, CX Investigators: conversation.iadvize.com/en/jeannie-walters-experience-investigators
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify : open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts : podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube : www.youtube.com/channel/UCWKYHEBci6aKoH4RLGTKbJQ
Follow us 👉
LinkedIn www.linkedin.com/showcase/media-conversation
Instagram www.instagram.com/conversation.en
Twitter twitter.com/en_conversation
On this episode of Conversation: CX, Chris Parsons of Home Hardware shares his top tips for designing digital experiences for every persona:
- How to make sure your digital experiences is true to that of an in-store one.
- Ensuring your foundation is strong to continue building quality content.
- Keeping your systems simple to keep customers coming back.
Chris Parsons has two decades of experiences in the digital world. He currently serves as the Director of eCommerce at Home Hardware where he is responsible for the strategic direction of the company and its online digital approach.
Find more information on this interview at: conversation.iadvize.com/en/chris-parsons-home-hardware
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Claudio Baptista, GoPro: conversation.iadvize.com/en/claudio-baptista-gopro
Jeannie Walters, CX Investigators: conversation.iadvize.com/en/jeannie-walters-experience-investigators
Ajit Sivadasan, Lenovo: conversation.iadvize.com/en/ajit-sivadasan-lenovo
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube www.youtube.com/channel/UCWKYHEBci6aKoH4RLGTKbJQ
Follow us 👉
LinkedIn www.linkedin.com/showcase/media-conversation
Instagram www.instagram.com/conversation.en
Twitter twitter.com/en_conversation
On this episode of Conversation: CX, Claudio Baptista of GoPro gives his tried and true advice for hyper-personalizing the customer journey and committing your entire organization to a customized approach. He touches on:
- Why data collection is an essential part of the journey towards personalization.
- The importance of creating systems that remember your customers' needs and wants.
- How to achieve the ultimate goal of creating long lasting relationships that keep customers coming back.
Claudio is the Director of User Experience at GoPro where he innovates the brand’s DTC strategy and establishes a clear UX vision.
Find more information on this interview at: conversation.iadvize.com/en/claudio-baptista-gopro
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Ajit Sivadasan, Lenovo: conversation.iadvize.com/en/ajit-sivadasan-lenovo
Brian Solis, Salesforce: How customer habits and mindset impact CX: conversation.iadvize.com/en/brian-solis-salesforce
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/channel/UCWKYHEBci6aKoH4RLGTKbJQ
Follow us:
LinkedIn: www.linkedin.com/showcase/media-conversation
Instagram: www.instagram.com/conversation.en
Twitter: twitter.com/en_conversation
On this episode of Conversation: CX, Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, shares her insight into building on customer trust and feedback for the most memorable CX:
- Brands and retailers must be disruptors and look at the ways they can improve.
- Everything must always go back to a company’s values and missions.
- Visibility is essential, especially in this digital world. Customers can spot something that isn’t genuine.
Jeannie Walters is a Customer Experience Speaker, Trainer, Podcast Host, and Consultant. She serves at the CEO & Chief Customer Experience Investigator at Experience Investigators, constantly working towards her goal of creating less ruined days for customers.
Find more information on this interview at: conversation.iadvize.com/en/jeannie-walters-experience-investigators
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Ajit Sivadasan, Lenovo:conversation.iadvize.com/en/ajit-sivadasan-lenovo
Brian Solis, Salesforce: How customer habits and mindset impact CX: conversation.iadvize.com/en/brian-solis-salesforce
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify : open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts : podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube www.youtube.com/channel/UCWKYHEBci6aKoH4RLGTKbJQ
Follow us:
LinkedIn www.linkedin.com/showcase/media-conversation
Instagram www.instagram.com/conversation.en
Twitter twitter.com/en_conversation
Ajit Sivadasan, Global Head, Vice President, and General Manager of eCommerce at Lenovo, joins us to talk about ensuring experiences evolve with customers and go beyond just offering great products. Tune in to hear him share insight on:
- Understanding your market and the best business model that audience.
- Customer engagement is about creating a scalable approach that supports the key pillars of your business.
- The importance of recognizing loyal customers and rewarding them so they’re excited to come back.
Ajit Sivadasan is the founding executor of Lenovo’s global online strategy and had led a team that has help drive Lenovo’s global online sales from 5 to 35 countries.
Find more information on this interview at: conversation.iadvize.com
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Brian Solis, Salesforce: How customer habits and mindset impact CX: conversation.iadvize.com/en/brian-solis-salesforce
Dan Gingiss, The Experience Maker, How to create memorable experiences through communication:conversation.iadvize.com/en/dan-gingiss-the-experience-maker
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify : open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts : podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube www.youtube.com/channel/UCWKYHEBci6aKoH4RLGTKbJQ
Follow us:
LinkedIn www.linkedin.com/showcase/media-conversation
Instagram www.instagram.com/conversation.en
Twitter twitter.com/en_conversation
On this episode of Conversation: CX, Brian Solis, Global Innovation Evangelist at Salesforce shares his insight into how brands and retailers can keep up with digital needs of customers. In this interview, Brian touches on the following topics:
- Digital customers share the same desire for seamless service, and their needs continue to change.
- We must focus on designing our experiences for shopper usability so customers feel satisfied after the buying journey.
- Business models must avoid being stagnant and need to evolve with customers.
Brian Solis is a digital analyst and anthropologist, futurist, keynote speaker, and Global Innovation Evangelist at Salesforce. He is an eight times best selling author, and has been called one of the most creative and brilliant business minds of our time.
Find more information on this interview at: conversation.iadvize.com
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Dan Gingiss, The Experience Maker, How to create memorable experiences through communication:conversation.iadvize.com/en/dan-gingiss-the-experience-maker
Adam Toporek, CTS, The impact of hassle and friction on CX: conversation.iadvize.com/en/adam-toporek-cts
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify : open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts : podcasts.apple.com/fr/podcast/conversation/id1566093221
YouTube www.youtube.com/channel/UCWKYHEBci6aKoH4RLGTKbJQ
Follow us:
LinkedIn www.linkedin.com/showcase/media-conversation
Instagram www.instagram.com/conversation.en
Twitter twitter.com/en_conversation