The CX Engine Show: Recent Episodes
Kenneth "Shark" Kinney and Brooke Sellas
Ladies and gentlemen, start your engines, because the race to customer loyalty has begun! If you’re feeling left behind, then this new show will kick your Customer Experience (CX) efforts into a higher gear.
The CX Engine Show features Kenneth “Shark” Kinney, a strategist and keynote speaker, and Brooke Sellas, the CEO and Founder of B Squared Media.
With less than 20% of consumers saying brands are doing a good job adopting a customer-centric mindset, customer loyalty is at an all-time low.
The CX Engine Show will help organizations better connect with their customers by sharing Shark and Brooke’s experience with enterprise brands, as well as interviewing the top brands and marketers on their customer experience and customer success stories. Specifically, our conversations will uncover the biggest customer care challenges brands are facing today as well as give real-world advice on how to fix them.
The Show is in both video and audio/podcast formats. New episodes arrive every other week.
Welcome to Episode 12 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, we welcome Richard Shapiro, the Founder and President of The Center for Client Retention and the author of The Endangered Customer: 8 Steps to Guarantee Repeat Business. Richard joins Shark and Brooke to discuss:
• Key factors that contribute to customer retention in today's competitive landscape
• Common mistakes or challenges companies face when trying to improve customer retention
• How organizations use customer feedback and data to enhance their customer retention efforts
• Customer churn analysis and strategies to proactively prevent it
• Creating a culture of customer-centricity and empower their employees
• Effective customer retention strategies for industries or sectors with higher churn rates
• and much more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media at HERE.
Welcome to Episode 11 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
• Identifying the right skills for CX
• Having 'tougher skin' to fix a problem
• Having a recruitment strategy to find the personality and soft skills needed
• Creating the right environment with the right first hire to lead a team
• Finding the right background and mindset for a CX hire
• Our Champion of the Episode
• Our “Karen” of the Episode
• and much more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media HERE.
Welcome to Episode 10 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, we welcome Howard Pyle, CEO of XF.works and Founder of ExperienceFutures.org, join Shark and Brooke to discuss:
• Looking at the leadership and how that impacts who owns CX • How CX leaders deliver on social impact agendas • How can CX leaders better understand new technologies including A.I. to improve KPI’s • and much more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media at HERE.
Welcome to Episode 9 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
• What do you say other than sorry• Are actions, solutions, and speed the answer• Is AI and using a bot the solution• Moving from ‘I’m sorry’ to ‘I’m going to fix it’• The packaging won’t work over a solution• Our Champion of the Episode• Our “Karen” of the Episode• and much more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media HERE.
"Welcome to Episode 8 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, we welcome Ginger Shimp, Senior Marketing Director at SAP, to discuss how audio is transforming and lifting the Customer Experience.
Shark, Brooke, and Ginger chat about:
• How adding audio can lift the performance of blogs and white papers • How audio has been influencing marketing content • How audio helps build relationship and trust with customers • Smart speakers and security issues • Audio in advertising and how it can be used to target the right audience • The global aspect of audio for those who don't speak english as a first language • and much more!
Find out more about strategist and keynote speaker Kenneth ""Shark"" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media HERE .
Welcome to the Episode 7 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
- Elon Musk and Others Call for Pause on A.I. research citing 'Profound Risks to Society'
- AI generated photos, blogs, and content
- Facebook’s ‘Kustomer Experience’
- Chatbots and applying technologies to converse with customers
- Brooke’s presentation at Social Media Marketing World
- Our Champion of the Episode
- Our “Karen” of the Episode
- and much more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media HERE.
Welcome to Episode 6 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, we welcome Dan Nestle, the Leader of Communications and Corporate Responsibility at LIXIL Americas, to discuss aligning Employee Experience for a better Customer Experience. • Sustainability, water efficiency, and communicating purpose to employees all over the world • Employee experience (EX) as a part of a communications strategy • Employee engagement and drawing the line between work and play • EX and how it plays a role in CSR (corporate social responsibility) • Tailoring messages to a specific target audience – specifically employees • A Must Tip for EX • and much more! Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE. Find out more about Brooke Sellas and B Squared Media HERE.
Welcome to Episode 5 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
• The Importance of Community in CX • Customer Success/Help Center Capabilities • Social Platforms and Influencers • Growth and Acquisition • Community-led communities • Our CX Champion of the Episode • Our CX "Karen" of the Episode • and much more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media HERE.
Welcome to Episode 4 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX).
On this episode, we welcome Melissa (Sciorra) Gravito, the Head of Global SEO at Gen (formerly NortonLifeLock and Avast), to discuss Search Engine Optimization and its impact moving forward on improving CX.
Brooke and Shark dive deeper into the report with Jay and discuss:
• The correlation between SEO and a better customer experience • What does an optimal customer experience like through through an SEO lens • How digital trust is important • On page SEO tips for a better customer experience • Understanding off page SEO for a better customer experience • and a lot more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media HERE.
Welcome to the Episode 3 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
• Possible implications for Chat GPT within Customer Experience • FAQs and the importance of getting a customer's question right 100% of the time • How technology tools still complicate CX • The Future of Chatbots • Our Champion of the Week • Our "Karen" of the Week • and much more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media HERE.
Welcome to the Episode 2 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX).
On this episode, we welcome Jay Baer to discuss his "Time to Win: the 2022 Consumer Patience Study," a national research study measuring the impact of rapidity and responsiveness on consumer attitudes, purchases, and loyalty .
Brooke and Shark dive deeper into the report with Jay and discuss:
• The importance of speed in regards to CX • Convincing management to implement better response times • Question whether brands can make the change even after the pandemic • How to measure the ROI of improved speed? • Surprises in the research • and a lot more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney at https://www.asharksperspective.com/the-cx-engine-show.
Find out more about Brooke Sellas and B Squared Media at https://bsquared.media/cx-engine/.
Welcome to the very first episode of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX) including:
- How Shark and Brooke met
- Why CX matters to us
- Trends in 'cutting back' with 2 case studies including Frontier Airlines and Lush
- Our Champion of the Week
- Our "Karen" of the Week
- Unveiling our special guest for the next episode
- and a lot more!
Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.
Find out more about Brooke Sellas and B Squared Media HERE.