show episodes
 
All Things Considered CX, is a lively discussion about the challenges and opportunities facing organizations as they strive to improve their overall customer and employee experiences. Whether you are a well-seasoned executive or a new convert to the world of CX, our show addresses how to break through all the noise and focus on what matters in achieving better customer satisfaction, loyalty, and retention. In listening to our show you can expect discussions on timely topics, with guests acro ...
 
Work is a big part of our lives. It not only influences what we earn but also how we feel about ourselves. People Talk is about getting ahead at work, becoming a leader, establishing your personal brand, and motivating yourself and those around you. This podcast is not only for CX professionals but for anyone who wants to know more about how to succeed in the workplace. On People Talk, you can expect lively discussions about topics like workplace politics, dealing with difficult employees an ...
 
The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals.
 
The Press 1 For Nick podcast is both educational and engaging. Each episode offers listeners a dynamic blend of insightful stories, best practices, and invaluable lessons that are focused on Customer Service and Customer Experience. On this podcast, Customer Service and CX expert Nick Glimsdahl, and his guests – each with a unique wealth of knowledge – include leaders from a variety of backgrounds and industries. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ 𝐆𝐄𝐓 𝐂𝐎𝐍𝐍𝐄𝐂𝐓𝐄𝐃: 🌍 LinkedIn: https://www.linkedin.com/ ...
 
Clued In with Lou Carbone is an opportunity to hear from Lou and guests. Recognized globally at forefront of the creation of experience management as a business discipline Lou will expand your perspectives. The impact you can make in the CX, EX, and Patient Experience space will be enhanced by Lou’s distinctive and unique vision and foresight in the space. Lou is the author of Clued In, How to Bring Customers Back Again and Again; numerous widely cited academic articles, 100’s of lectures at ...
 
The Brand Warrior Revolution is a show about taking steps to unleash human potential and solving the underlying causes of poor customer and employee experience. The show will feature tools, stories, and skills to transform ordinary humans into Brand Warriors with a mission to live more, contribute more, and create courageous workplaces and communities.
 
The World of UX podcast, hosted by UX and experience design veteran, educator, and conference speaker, Darren Hood, is dedicated to presenting topics covering and addressing all things UX. We'll cover every UX-related method, discipline trend, career advancement and challenges, education recommendations, UX maturity levels, and maturity level management, and much much more. If you'd like to stay informed about UX, The World of UX is for you!
 
The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the success ...
 
Tchicaya Ellis Robertson, Ph.D., is a self-proclaimed quant geek with a focus on eXperience measurement. On All Things X, Dr. T explores the study, practice, and measurement of eXperience with academics, practitioners, and insights professionals. Listeners can expect to learn best practices, hear exciting new insights, and/or pick up a few new nuggets about eXperience that they can get really excited about! #AllThingsX
 
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show series
 
Many commentators have labeled the decision made by many workers to leave employment during this pandemic as "The Great Resignation." As the labor pool contracts, employers must be more creative in terms of getting and keeping the best talent. In this episode, Barb Runyon, Gentherm, discusses best practices and innovative ideas surrounding attracti…
 
Lou’s guest arrived at Fairview Health Services as President and CEO five years ago. The system was facing major challenges and had been through a string of CEOs with much of the time filled by Board Chairs while in search of a new President and CEO. James has led the team creating a stronger affiliation and partnership with the University of Minne…
 
Dr. Bertley is a scientist, scholar, and evangelist for innovative thinking. As the President and CEO of COSI, he is shepherding the leading science center to its next iteration in a legacy of success. 02:20 For those listeners who are not familiar with COSI, please tell us a bit about you. 05:00 What is the COSI Guest Experience? How much emphasis…
 
This week, Darren resumes the Emotional Intelligence and UX series, focusing on what he calls EQ Red Flags — common traits and behaviors that indicate the presence of an EQ deficiency — and explains the key mindset required to overcome them in self and others. #ux #eq #podcasts #emotionalintelligence #emotionalintelligenceandux #eqredflags #cxofmra…
 
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me…
 
Rob LoCascio is the founder of LivePerson, Inc. and has been its chief executive officer since its inception in 1995. As the inventor of online chat for brands, Rob disrupted the way people communicate with companies around the world, removing the need for 1-800 numbers, long wait times, and endlessly scanning websites for information. In 2016, Rob…
 
A Perspective on Employee Impact: The difference employees make when they do more than just doing enough to not get fired. The critical nature of employees who give of themselves to make a difference. Employees that give of themselves to make a difference and view their calling as more than transactional in nature are the critical key to defining t…
 
Brian Solis is a world-renowned digital anthropologist and futurist who serves as Global Innovation Evangelist at Salesforce. Brian is also an 8x best-selling author and international keynote speaker. Brian shared his latest research on CX and its new trajectory as a result of the pandemic at the 2021 AMA Ignite that I moderated. He also explored h…
 
This week's episode is a special extended edition of Talkin' Shop, with Darren engaging in conversation with Amy Santee, a career strategist and coach for user experience professionals. In this session, Darren and Amy discuss her transition into UX and break down several key qualities required for people to thrive in the discipline. Check out this …
 
Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNow Where does the Customer Experience Start? Why is it important to involve your employees in the decision-making process to deliver great CX? What specifically should the employee be involved with? Should they have an input in technology selection, onboarding, operations, m…
 
Charlie Godfrey is the Senior Director at Genesys. 01:00 What is one thing people might not know about you? 01:50 Can you have Empathy with Technology? 02:43 A lot of people talk about Empathy, but how do you make it real? 10:50 What is the difference between Empathy and Sympathy? 13:07 Can Empathy be taught? 17:23 Should you deliver Empathy to you…
 
Whatever you do, you don’t miss this podcast with Lou’s special quest, Dr. Kevin B. Churchwell, MD, the President and Chief Executive Officer of Boston Children’s Hospital. Dr. Churchwell provides leadership, vision, and oversight for a team that’s dedicated to improving and advancing child health through their life-changing work in clinical care, …
 
As part of a brief intermission from "Emotional Intelligence and UX," this week's episode provides another Talkin' Shop session, as Darren spends time talking about the world of user experience with Clinical UX specialist and pioneer Dr. Gyles Morrison. Tune in to this week's discussion as Darren and Dr. Gyles highlight different aspects of UX that…
 
Fanatics Carolyne Truelove is the Head of Global Fan Experience at Fanatics, Inc. Fanatics is changing the way fans purchase their favorite team apparel, jerseys, headwear, and hard goods through innovative, tech-infused approach to making and selling fan gear in today's on-demand, mobile-first culture. Fanatics offers the largest collection of tim…
 
Alex Mead, is an experienced contact centre leader with a proven track record in driving CX innovation, delivering top class customer experiences, operations efficiency & customer loyalty. He believes customers should get EPIC Service Experiences that are EASY, PERSONALISED, INTUITIVE & CONTEXTUAL. As a hands-on leader, he inspires teams to deliver…
 
In this episode, Chantel and Mareli Smit talk about how powerful the retrospective technique is this time of the year, to reflect, look back and get some wisdom from the past year. This is a true tool for Brand Warriors to up their game and make sure that they design their year in 2022 deliberately and don't just live be default.…
 
Steve is a highly sought-after talent advisor to leaders and organizations across the globe. As a founder of his own silicon valley based firm, Cadigan Talent Ventures, Steve advises organizations including Twitter, Eventbrite, Cisco, Intel, Salesforce, and more. Prior to launching his firm, Steve worked as an HR executive for over 25 years at a wi…
 
Please be sure to join Lou, subscribe and share this critical podcast where he discusses the construct of “Digimanity”. The critical nature of human connection. With apologies to Neil Young... My, my, Bricks and Mortar with never die. There’s more to it that meets the eye, Lou explores the challenges in telemedicine, retail and technology. Technolo…
 
This week, Darren goes beyond the 5 core EQ elements, presented by his favorite EQ author (Adele Lynn), and presents 9 facets of emotional intelligence that many don't recognize as such AND how they impact the work and optimal operation as UX professionals. #ux #eq #podcasts #emotionalintelligence #emotionalintelligenceandux #cxofmradio #cxofm #rea…
 
John and Mark X. Cronin are the father-son teams that founded John’s Crazy Socks, the world’s largest sock store. John is an entrepreneur who just happens to have Down syndrome. You may know them for being named EY Entrepreneurs of the Year or testifying before Congress or speaking at the UN. You may know them because John became “Sock Buddies” wit…
 
Jon Picoult is the founder of Watermark Consulting, a leading customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth. Princeton-trained in cognitive science, Picoult has advised C-suite leaders at some of the world’s top companies, spanning Allstate to AT&T to …
 
Kindra Hall is the Chief Storytelling Officer of SUCCESS Magazine. She is also a best-selling author and Her book, Stories that Stick debuted at #2 on the Wall Street Journal Bestseller List. Her second book, Choose Your Story, Change Your Life: Silence Your Inner Critic and Rewrite Your Life from the Inside Out, releases in January of 2022. Pre Or…
 
WOW! You don’t want to miss this episode of Clued In: with Lou Carbone. Lou discusses a critical issue impacting businesses, the workforce and recovery from the Pandemic and the complexities of Employee Experience. Customer’s co-produce experiences that impact Employee Experience. Lou calls for action to urge Experience Management Professionals to …
 
In this week's segment on emotional intelligence, Darren lists a baker's dozen of benefits we can gain by embracing, developing, and maturing in the area of emotional intelligence. Ready to hear about the benefits and what we can gain through EQ? Listen in for the deets! #ux #eq #podcasts #emotionalintelligence #emotionalintelligenceandux #cxofmrad…
 
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me…
 
A serial entrepreneur, David Wach’s latest venture, Handwrytten, is bringing back the lost art of letter writing through scalable, robot-based solutions that write your notes in pen. Developed as a platform, Handwrytten lets you send notes from your CRM system. Handwrytten is changing the way brands and people connect. Prior to his current initiati…
 
The old saying, "the customer is always right" isn't true. Sometimes an organization can and should disagree with a customer, and there are times when the relationship with a customer needs to be severed, particularly when that customer is creating a toxic environment for your employees. In this episode, Angela discusses when and how to fire a cust…
 
Dee Ann Turner is a 33-year veteran of Chick-fil-A, Inc, and was selected as the company’s first female officer in 2001 and served as the Vice President, Talent and Vice President, Sustainability. During her long career, she worked closely with Chick-fil-A’s founder, S. Truett Cathy, and other key leaders as an architect of their organizational cul…
 
Is it time to take an honest and look at and evaluation of where each individual, firm or brand self assess where the world of CX is and where it needs to go? In this episode Lou urges a time to self evaluate the state of the industry and where the industry is and what we need to be thinking about regarding the future. He expresses sincere thoughts…
 
In this second installment of Emotional Intelligence and UX, Darren revisits the definition of empathy, explains its importance, and demonstrates its breadth of application among stakeholders, teams, and the UX community-at-large. Tune in today to sharpen your perspectives on EQ. #ux #eq #podcasts #emotionalintelligence #emotionalintelligenceandux …
 
Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. John joins me on this podcast episode to discuss his latest resea…
 
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me…
 
0:00 Introduction 01:57 What does Client Experience mean to you and why is it important? 03:50 Being Client First, your goal is to Deliver Radical Personal Service, which is awesome, but how 05:05 Do you also deliver an internal client experience? 08:49 One of the things we talked about prior was for your team to discover your best self. What is th…
 
In this episode of Clued In: with Lou Carbone, Lou discusses critical learnings in the science of “Emotional Clutching Power” inspired by Experience Engineering’s work with Lego® as a client over the years. Share in the insights that were inspired by the engineering genius that engaged science one of the world’s most beloved brands. How can Experie…
 
Darren often says "UX is about more than just the work". To help bring more clarity to this oft-mentioned statement, he launches into a new series about the importance of and the connection between emotional intelligence and UX. This week's segment focuses on the basic understanding of emotional intelligence and the benefits it yields to those who …
 
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me…
 
This is the third in a series of podcasts with co-authors of the book Customer Experience 3. David Wales is the founder of SharedAim consultancy that helps organisations excel by putting human experience at the heart of CX strategy and practice. Prior to that David had a distinguished career in the fire service, and was its first-ever CX manager. H…
 
Joe DeLoss is a social entrepreneur focused on building transformational brands for transformational people. He’s spent the last decade building businesses and providing meaningful employment opportunities for men and women who’ve faced significant adversity in their lives. Joe believes everyone deserves a fair chance to build a new story for thems…
 
In this episode of Clued In with Lou Carbone, Lou’s guest is Bill Staikos, who just recently left years of working on CX in financial services to take a position as SVP, Industry Solutions at Medallia. Lou and Bill have a practical discussion around Bill’s journey to his new position. Most critically they discuss the impact and utilization of exper…
 
In this segment of "Talkin' Shop," Darren interviews Stéphanie Walter, Lead UX Design Consultant for Maltem Consulting Group. Check out this enlightening session to learn about Stéphanie's career and UX journey and to partake of an all-around invigorating and enriching discussion about all things UX. #ux #uxinterviews #podcasts #talkinshop #cxofmra…
 
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me…
 
John Miller is the author of the million-selling QBQ! The Question Behind the Question book. He’s also the founder of QBQ, Inc., an organizational development firm dedicated to helping people and organizations make personal accountability a core value. Through his writings, speaking, and a nationwide network of certified distributors, John has brou…
 
Dan Gingiss is a customer experience speaker and coach with a 20-year corporate background at companies like McDonald’s, Discover, and Humana. He is an author, keynote speaker and podcast host, and most recently has a new book out called the experience maker. 1:40 Where Dan would eat for his last meal in Chicago 2:39 What is the most common respons…
 
In this episode of Clued In, Lou is joined by Lani Lorenz Fry, Brand Experience Leader and former Manager, Brand Experience, Visitor Attractions, and Corporate History at John Deere. Lani shares her experiences working at John Deere when improving brand required a larger view of customer and employee experience. The result of the work was so succes…
 
In the segment of "Talkin' Shop," Darren interviews Justin Ranton, Senior Manager and Head of UX Design and Research at AliveCor Inc. Check out this highly energetic session to learn about Justin's career and to partake of an all-around enlightening and enriching discussion about all things UX. #ux #uxinterviews #podcasts #talkinshop #cxofmradio #c…
 
Vivian Phillips Husband, Senior Vice President - Contact Center and Customer Success Leader for Wells Fargo joins Tom & Bob on the show to discuss the upcoming launch of her podcast on the CX of M Radio Network, the thought that went into the planning for her show, and what listeners can expect when they tune in for her captivating broadcasts.…
 
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