We cover today the convergence of humanity and technology in today’s marketing landscape, featuring insights from Karna Crawford, CMO at Marqeta, and Tom Wentworth, CMO at Recorded Future. In this episode, Karna shares her insights on how to bring a little bit of humanity into B2B marketing — while still getting all the benefits of modern-day techn…

In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digita…

In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.…

This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences. The conversat…

We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.…

Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity acros…

In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancemen…

This episode is brought to you by Wix Studio. The delicate interplay of customer experience (CX) and employee experience (EX) forms the backbone of today's hospitality management, where understanding and valuing the contribution of each employee translates directly into enhanced customer satisfaction. Embodying this principle is Gautam Patankar, ch…

This episode is brought to you by Wix Studio. The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant im…

This episode is brought to you by Wix Studio. Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the quality of customer interactions. Shri shares her firsthand experiences in driving AI projects, emphasizi…

This episode is brought to you by Wix Studio. Jason Ferrell, Capital One’s managing vice president of experience design, is a designer at heart. Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives. Ferrell believes i…

Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning. Principal CX leader Marietta Silva Allison takes us behind the curtain for all of it in this episode.…

In the dynamic field of customer experience (CX), professionals need to develop and hone particular skills to navigate its challenges successfully. Cary Cusumano, an expert in CX management, has mastered this domain. Emphasizing the importance of traits like curiosity and persistence, Cusumano understands the need for continual growth and innovatio…

In this episode of CX Decoded, Brianna Langley Henderson, a seasoned CX practitioner, delves deep into the implications of introducing generative AI into business organizations. She acknowledges the transformative potential of AI and its capacity to fundamentally alter the landscape of various industries. At the same time, she highlights the resist…

In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the CMSWire CONNECT Conference, CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven track record of innovation and tangible results. Throughout this episode, Karna, former head of US marketing a…

Michelle Morris, customer experience leader for Verizon Connect, shares insights on customer satisfaction, loyalty, the necessity of cross-department collaboration and best ways to achieve data-driven success.

In this podcast episode, Sarah Kimmel, the vice president of research at Simpler Media Group, casts a discerning eye on "The State of the CMO" survey, offering a rare glimpse into the shifting landscape of chief marketing officers (CMOs) and the competencies they must cultivate. The study's revelations place creative thinking at the top of vital sk…

Melissa Henley, an experienced CX leader at Luxion, the company behind KeyShot 3D software, explores the vital aspects of both customer and employee experiences. In this latest podcast with CMSWire's CX Decoded, Melissa, a CMSWire Contributor, identifies two core metrics that CX leaders should prioritize: churn and net revenue retention (NRR). Meli…

While positive employee experiences can enhance customer experiences, negative employee experiences can have the opposite effect. A famous SNL sketch parodies the frustrating experience of trying to cancel cable service, with a customer being repeatedly put on hold, transferred to different departments and subjected to aggressive sales tactics from…

In recent years, organizations have increasingly turned to digital experience platforms (DXPs) to improve their online presence and engagement with customers. In this episode of CX Decoded, we sat down with Sitecore’s Dave O’Flanagan, Optimizely’s Deane Barker and Contentstack’s Nick Barron to discuss DXPs and a shift to composable platforms and re…

In a story that echoes the classic American dream, media mogul Oprah Winfrey started out working at a grocery store where she was forbidden to talk to customers, a move that left her feeling unfulfilled. However, she soon found a job at a radio station where her talents for communication and engagement were allowed to flourish, leading her down the…

Johann Heinrich Pestalozzi, a Swiss educational reformer, is widely regarded as the father of modern education. Despite his relative obscurity today, Pestalozzi made major contributions to the field of education in the 19th century, pioneering new methods that were a stark departure from traditional European schools of the time. Pestalozzi emphasiz…

In this CX Decoded podcast, Jim Tincher, founder, CEO and journey mapper-in-chief at Heart of the Customer and author of the book "Do B2B Better," discusses the importance of talking to customers after a transaction has taken place. He uses his experience as a product manager for health savings accounts to illustrate how a disconnect between the co…

Leonardo Da Vinci revolutionized the way people were painted during the Renaissance, and his "Mona Lisa" is the most famous painting in the world and is a cultural icon for beauty, in part due to what is usually described as her alluring and mysterious smile. What has made the "Mona Lisa" so popular for more than 500 years? It can be boiled down to…

Thinking about getting the latest CX and marketing tools for your customer service agents or possibly investing in some artificial intelligence? Are you wondering whether the pandemic ended up hurting or helping digital customer experience? And just how is the recession impacting what CX decision-makers are focusing on? Or perhaps you're wondering …

A recession can be like preparing to go backpacking. You have to decide what you need, what’s unnecessary and what might potentially weigh you down. CX leaders have to make similar decisions to successfully trek the current economic landscape. They too have to pick and choose needs, cull waste and protect the integrity of their teams — all while se…

Avoiding unhappy customers is what everyone wants to do, right? But listening to our most vociferous critics is not always easy because they're not going to pussyfoot around with you. According to this episode’s guest, it’s our angry, enraged customers who are our Golden Tickets to success. Shaking down happy customers about why they like you won’t…

The concept of transformation has been center stage for businesses around the world for some time now, but taking a moment to reflect on what transformation actually means could radically change organizations seeking new life in turbulent times. The specter of a looming recession makes the notion of transformation even more enticing — and terrifyin…

Travis Trembath, vice president of fan engagement for the PGA Tour, is passionate about golf, customer experience and customer engagement. Having to the best golfers in the world compete under his company's brand? That's the easy part. Fan engagement, and digital customer experience, however, remains a moving target. In this episode, Trembath share…

According to a recent Statista report, the economic impact of 5G on the U.S. gross domestic product will hit $484 billion by the year 2030. 5G is faster, more reliable, has more capacity and less latency than the previous 4G wireless technology — and has the capability of completely changing how brands and consumers will think about the internet in…

When it comes to CX leadership, or leadership in general, its always good to lead by example, but equally good to incentivize the behavior you want from your team.By Dom Nicastro and Michelle Hawley

Want some sobering statistics for your call center? Customer service representatives between ages 20 and 34 stay on the job for an average of just over one year, according to the United States Bureau of Labor Statistics. Further, the average call center turnover rate is as high as 45% — and that's at least twice the average turnover in other depart…

Content is king... That was the saying marketers repeated to themselves for years. And while that sentiment still rings true, there's something more important brands must pay attention to, something that content ultimately feeds into: customer experience. Modern consumers have high expectations, and brands go to great lengths to meet — and surpass …

The Economist Intelligence Unit conducted a survey of 500 CMOs and found that 86% of participants believed that they would own customer experience. Six years later, has it happened? Not quite. It hasn't exactly been a full takeover of customer experience by marketing leaders. What has emerged is the concept of marketing-led customer experience. It'…

Google Analytics has more than 85% market share, according to numbers reported by W3Techs.com. However, it has not been without its controversy this year, and big changes are coming. As of July 1, 2023, Google's Universal Analytics Platform properties will stop collecting data, and historic data will be deleted six months later. This forthcoming ch…

According to the Marketing Technology Landscape 2022, marketers have nearly 10,000 solutions from which to choose. OK, so maybe that's not exactly how it works. Marketers won't be browsing 10 aisles with 1,000 solutions per aisle. Fact is, though, there is an abundance of choice when it comes to deciding what powers your marketing and customer expe…

The metaverse is certainly all the rage in 2022. Facebook changed its name to reflect this future of digital, after all, and all things digital starts with Facebook. Ok, maybe not so much. Some are even talking trillions when considering the potential of the metaverse, where physical and digital worlds combine to support an alternate reality to lif…

According to Deloitte, 88% of senior executives think that blockchain technology will eventually achieve mainstream adoption. Worldwide spending on blockchain solutions is forecast to top $17.9 billion by 2024 and will grow at a compound annual growth rate (CAGR) of 46.4%, according to data from IDC. With that said, we’re seeing a lot of hype aroun…

In 2021, 44.5% of organizations worldwide revealed that they perceive customer experience (CX) as a primary competitive differentiator. But are they really customer-centric? Are they building out experiences with that central focus on customers? Debbie Qaqish watches these company trends in how they treat customer experience closely. The principal …

Sean Albertson, head of client experience measurement and analytics with Charles Schwab, began his CX journey on the front lines in contact centers in the mid-1990s. He managed service teams, quality and training programs, and created knowledge management tools early in his career. Moving into this century, Albertson began to place a focus on surve…

Customer experience professionals often turn to surveys to measure customer feedback. But what are your surveys telling you? Multiple-choice answers provide data, for sure, especially when scaling feedback from hundreds of customers. But do you know how customers truly feel when they leave an interaction with your brand, no matter the channel? Luis…

According to the CMSWire State of Digital Customer Experience 2021 report, there is a growing body of research and anecdotal evidence to suggest the positive impact good employee experience (EX) has on customer experience, particularly in high-touch sectors. Around three quarters of respondents view digital employee experience as being “very import…

Traditional linear customer journeys are being transformed into endless decision loops. This creates big challenges for marketers, and Customer Data Platforms (CDPs) are one answer to that complex situation. According to reports in the CMSWire CDP Market Guide, the CDP industry was projected to reach $1.55 billion in revenue by the end of 2021. It’…

Scott Brinker has had his eyes on the marketing technology landscape for decades. As author of the Chief Marketing Technologist blog and creator of the Martech Supergraphic, Brinker often notes growing trends in martech. One of his emerging trends is low- and no-code tools. Gartner estimated that enterprise low-code application platforms will be 65…

The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today. And companies need help. In fact, only 11% of organizations say they currently understand customer behavior well, according to the CMSWire State of Digital Cu…

Poor and failed brand, marketing and service experiences can naturally make or break a brand in what many call the experience economy. Customers can be creeped out as a function of personalized online marketing. Customers can have perceptions of dark/negative brand personalities. Brands need to consider being authentic and sincere and engaging in s…

Amy Shioji, SVP of strategy and customer experience at Strategic Education, the parent company of Capella and Strayer Universities joins the CX Decoded podcast to talk about her multi-pronged approach to customer experience is helping students meet their goals.By Rich Hein and Dom Nicastro

Like all other customer experience practitioners over the last 20 months, Holly O'Neill has faced her share of challenges in her role as Bank of America's president of retail banking. Today she joins the CX Decoded podcast to share the lessons learned while delivering highly personalized experiences for users both online and in-person.…

In the world of digital CX software, Tom Wentworth's been there, done that. Wentworth, now the chief marketing officer for cybersecurity company Recorded Future, Wentworth caught up with the CX Decoded Podcast to discuss marketing tactics, marketing leadership and his view on the evolution of the digital customer experience software space.…

In this episode of CX Decoded Podcast, Stephanie Moritz, chief marketing and communications officer at the American Dental Association (ADA), talks about the challenges and opportunities brought on by the pandemic. And now, the hard work begins again, as marketing leaders take on the new challenge of leading teams in a hybrid working world that is …