Experience on the Rocks: Recent Episodes
Cary T. Self, Ian Luck
Every week B2B Customer Experience experts, Cary T. Self and Ian Luck are joined by a new panel to answer questions from a live group of CX practitioners.
Cary and Ian are diving into the new B2B NPS and CX Benchmarks report and discussing some of the findings, including:
- How to close the loop at scale in under 48 hours and the impact it has on NPS
- How (and why) to calculate ROI on your experience program
- What happens when experience data is shared in real-time across the entire organization
In this weeks live event we spoke with Sean MacPherson, Head of Custoemr Success at Alyce. Sean has been a part of several experience program implementations at some of the most well know SaaS companies out there. Some were met with great success, while other were not. Sean is going to take us through the steps he recommends taking to ensure that your program is kicked off properly for long term success.
Today we invite CustomerGauge CEO, Adam Dorrell to the show to talk about his 100/100 initiative and how it can help you 2X your NPS.
In this episode, Cary and Ian dive into how you can predict churn and get ahead of it before it happens.
In this episode we are talking with Brian Hodge, formerly in charge of the NPS program at Soccor Shots (where he achieved 80 NPS). He's taking us through the how he got there and how he was able to directly correlate higher NPS to revenue growth.
Did you know that 70% of B2B companies don't tie their experience data to revenue? In today's episode we are talking about why it's so important and how you can start doing it!
Ian and Cary welcome Shep Hyken and Ethan Beute to talk about closing the feedback loop quickly and at scale for a better customer experience.
In this week's meetup, we were joined by Megan Bowen, CCO/COO at Refine Labs, and Alain Hunkins, Best Selling author of Cracking the Leadership Code to discuss how company culture affects customer experience.