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This is THE podcast for you as a Customer Experience Leader. To learn where to spice up your CX leadership. Listen to CX colleague’s, thoughtleaders and of course your host Nienke Bloem. She has educated and spoken with CX Leaders all around the globe, is a Recognized Training provider with the CXPA and knows how to make CX work! Honest, fun and always with a practical twist to help you become an even better CX leader.
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Tune into the CX Innovators podcast to hear how top brands are using cutting-edge technology to take the customer experience to incredible new heights. We’ll talk to the executives who are spearheading the CX charge for their brands and the tech companies they rely on to make the magic happen.
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The CX Leader Podcast provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. The CX Leader Podcast is produced by Walker, an experience management consulting firm that helps companies accelerate their XM success.
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How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here t ...
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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About G ...
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An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing te ...
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Every month Steven shares his view on the latest customer experience, marketing and technology news in a short update. On a regular bases, you can also listen to (parts of) his keynote presentations and interviews with experts in the field of customer experience and technology. Steven is a thought leader on the transformation of customer relations and the future of marketing. He is an expert in inspiring companies to become true customer-centric organizations in this high speed digital world.
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Snap Decisions gives you a behind-the-scenes look at the key decisions that shape how products, brands and personalities present themselves to the world. Two savvy marketers and Monday morning quarterbacks, Brian Marks and John Young, offer their analysis of marketing and tech news and interview fascinating people who make big decisions. Learn about unique journeys and how pivotal moments drove success.
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The AI in Business Podcast is for non-technical business leaders who need to find AI opportunities, align AI capabilities with strategy, and deliver ROI. Each week, Emerj Artificial Intelligence Research CEO Daniel Faggella interviews top AI executives from Fortune 500 firms and unicorn startups - to uncover trends, use-cases, and best practices for practical AI adoption. Subscribe to Emerj's weekly AI newsletter by downloading our "Beginning with AI" PDF guide: https://emerj.com/beg1
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The CX Show is Glia's podcast on Customer Experience. In each episode, we'll be speaking to senior business leaders to understand the importance and influence of the customer experience on overall business success.
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Tune in every Thursday as Jess chats with operators and founders across CX, marketing, and everything in between to discuss what creates a killer brand experience. In each episode, we’ll dive into the nitty-gritty like acquisition and retention tactics and zoom out to discuss the big things like AI, brand experience and why customer experience is at the center of it all.
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Welcome to Insightful Leaders. I’m your host Ryan Stuart and this is the show where I interview proven leaders in Customer Insights and CX who share their stories, strategies, and insights to drive meaningful change at your organization.
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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 ...
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We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.
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Welcome to Softwire TechTalks. We bring you industry insights, opinions, features and interviews impacting the tech industry. Follow us to never miss an episode!
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Industry experts discussing design and product strategy. Hear from leaders how they are solving the right problems and building products and features that matter most.
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Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
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LGPro is the member association and leading voice for people working in Local Government in Victoria, providing leadership, professional development, advocacy, and representation in the pursuit of excellence. Join LGPro for intimate conversations with local government leaders and sector experts as they tackle the big issues facing council leaders as they arise in the podcast for local government decision makers across Victoria, the LGProcast.
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A podcast which explores the challenges incumbent financial service brands face when looking to deliver a customer experience which is comparable if not better than the experiences provided by the launch of challenger brands. Each episode will involve a deep dive interview with client-side marketers and industry experts. And will explore a different aspect of what goes on behind the scenes when looking to deliver a great digital experience such as design, marketing, UX, technology, data, pro ...
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The Press Room (TPR) podcast, presented by Zwift, features fun and engaging interviews with the world’s best cyclists.
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Pushing past the boundaries of customer experience (CX), digital experience (DX), and into the business of experience (BX). Winning in business boils down to who provides the absolute best experience for customers, employees, and partners. In order to grow and evolve your business in the exponentially increasing digital world, you must digitally adapt. Those who become the most adaptable will gain happier customers, highly engaged employees, and an overall attraction as a desirable brand. Th ...
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Because no one pictures themselves working at a call center, First Contact: Stories of the Call Center is a monthly podcast about how tech leaders and entrepreneurs found their way into the contact center industry.
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Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier an ...
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Welcome to Catalyst, the Launch by NTT DATA Podcast. Catalyst is an ongoing discussion for digital leaders dissatisfied with the status quo and optimistic about what’s possible through smart technology and great people. In this studio we believe in shipping software over slideware, that fast will follow smooth, and aiming to create digital experiences that move millions is a worthy pursuit.
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A Sidetrade podcast series on how innovation, data and AI are disrupting FinTech and order-to-cash. The journey from tactical to strategic starts with optimizing data, technology and operations. CFOs can turn O2C into a data-driven strategic advantage to create a future-proof approach to payments, best-collection action, disputes and risk strategy. Sidetrade’s podcast features finance futurists, order-to-cash experts, industry innovators and FinTech collaborators that think differently about ...
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If you’re a B2B Tech marketer and looking to level up your skills and advance your career, then you’re in the right place. In each episode you’ll hear from some of the world's best B2B Tech marketers about tactics, tools, case studies, wins, failures, hiring, interviewing and so much more..stay tuned..
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This is Oh Ship, the show where experts and leaders look back at their biggest moments of failure just so you can avoid making them. And there is no one better to squeeze the naked truth out of our charismatic guests than your host, Chameleon Collective Founding Partner, Freddie Laker.
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Welcome to the Delighted Customers Podcast, your go-to resource for practical insights and thought leadership in enhancing customer experiences. Recently ranked in the top 20 on Apple’s Management charts in the US, we bring you discussions with top experts aimed at empowering leaders to elevate customer experience.
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Fortis Baseline | Simplified Strategies for AEC Marketing & BD Leaders
Fractional CMO | Strategist | Marketer | Speaker | Coach
Are you at the helm of an AEC firm, steering through the complex landscape of the built environment, or leading the charge in marketing and business development? The Fortis Baseline Podcast is your strategic ally, crafted specifically for decision-makers, marketers, and business developers within the AEC industry. Join Melinda Colón, a seasoned Fractional CMO, Speaker, and Marketing & Business Strategist with a profound track record of empowering small and mid-size firms to make healthy reve ...
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The age of the customer isn’t a tagline — it’s a fundamental shift in the market that is forcing companies and executives to change course. In Forrester’s What It Means podcast, we’ll examine those changes, what they mean, and what executives can do about them. ©2017, Forrester Research, Inc. and/or its subsidiaries. All rights reserved.
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Every aspect of your eCommerce business impacts customer experience: from advertising and packaging to product functionality, website usability, and even reliability. Your long-term growth and profitability will hinge on your ability to deliver the best experience for your buyers… and this podcast will show you how. Tune in monthly for actionable and insightful discussions with the brightest minds at the intersection of eCommerce and customer experience.
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Growing the company. It’s the CEO’s #1 priority. And yet oftentimes a gap exists between the strategies of the CEO and the demands of customers. This strategic gap slows growth and erodes your competitive edge while exposing your organization to unnecessary risks. By gaining a deep awareness and understanding of this chasm, CEOs can lead the charge to align the strategy, promises and experience to gain customer loyalty and advocacy and eliminate the friction that can open the door for a mass ...
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Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception, especially when it comes to the care patients receive. And listening to patients’ needs and concerns is vital to providing doctors, nurses, administrative staff, and leadership with the insights required to pr…
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#21 Everything you always wanted to know about the International Customer Experience Awards, with Vuk Vukanovic
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Welcome to the latest episode of CX Leadership Talks! Join your hosts Nienke Bloem and Vuk Vukanovic as they dive into the essential aspects of the International CX Awards, providing valuable insights that will encourage you to be part of this enriching experience. In this episode Nienke and Vuk discuss the meticulous judging process, the significa…
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RIDICULOUSLY EASY TO DO BUSINESS WITH - David Avrin
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In this episode, we are privileged to host David Avrin, one of the most insightful and influential speakers and consultants on customer experience and business competitiveness. David shares his profound insights into making businesses not just functionally efficient but "Ridiculously Easy to Do Business With." More about David Avrin: One of the mos…
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Dave McKenzie: 2024 Giro d'Italia Preview
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In episode 105, I catch up with Giro stage winner, SBS commentator and my good mate Dave McKenzie to discuss some hot topics ahead of this year’s Giro d’Italia. Macca and I discuss the “dominance vs. entertainment” theme referring to Pogacar’s likely sweep of the Giro GC and speculate about Sam Welsford’s surprising exclusion from the Bora Hansgroh…
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From Disney to HopSkipDrive: Why Empathy is the Heart of Every CX
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Jess is joined by friend and mentor Michelle McCombs, Vice President of Trust and Experience at HopSkipDrive. With her +15 year career in CX, Michelle has no shortage of insights. She got her start in CX working at Disney as a Customer Care Coordinator in 2007. From there, she jumped around working CX roles at various companies until 2017 when she …
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#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principle, CX Certified
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Jennifer Ashman is a CX thought leader and experience design expert. She has been in the field for over two decades and is a Professor of Practice at Michigan State University, where she teaches Experience Design in the Master's Degree program in Customer Experience Management. Jennifer shares some real world examples to help make the conversation …
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The Generative AI landscape: The good, the bad and the boring - Interview with Don Schuerman of Pega
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Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the upcoming PegaWorld iNspire 2024 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 9th to the 11th and there is a money back guarantee!), what he’s most looking forward to at the …
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Vasilis Anastopoulos: Mark Cavendish's coach
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In episode 104, I catch up with the man behind Mark Cavendish’s comeback to success, his coach, Vasilis Anastapolous, AKA “Vasi”. In Cavendish’s own words, Vasilis was the catalyst for Mark Cavendish’s return to success when they were introduced to each other at the beginning of 2021. Vasi and I discuss his training philosophy and what it is like t…
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As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let's embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right…
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Setting Sail for Success: Customer Experience Lessons from the Cruise Industry
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Businesses across all sectors are constantly seeking new ways to elevate their customer experience offerings and drive customer loyalty. One fascinating model is the cruise industry. Cruise ships offer a 24/7, 'live-in' customer relationship model, forcing a relentless focus on swift problem resolution and exceeding expectations to avoid tarnishing…
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AI and the Future of the ‘Enterprise Deep State’ - with Alan Boehme of H&M
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Today’s guest is Alan Boehme, Former Chief Technology Officer at H&M. Alan has also served at a number of Fortune 500 companies, assisting them through their digital transformations, including Coca-Cola and Procter & Gamble. Alan returns to the program today to discuss his pet peeves regarding the ‘Enterprise Deep State’ – or what he sees as those …
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From the Archive: Frictionless Enterprise
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Nate Berent-Spillson on reducing friction and improving momentum In tech, change is a constant. In this archived episode, Nate Berent-Spillson, the author of Frictionless Enterprise, chats with Clinton about how to embrace change in your enterprise. What if instead of fighting change, you could use change as a driving force to empower innovation? I…
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Exposed: The Unvarnished Truth About AI Deployment in Contact Centers
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Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry. My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have started implementation. Join me in a practical journey as we …
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#20 Three ways to put System 2 Thinking into practical use for CX Leadership
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Welcome to CX Leadership Talks, where we dive deep into the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making – the interplay between conscious and unconscious thinking. Because do you also sometimes live on the automatic pilot? And in our CX leadership rol…
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Transforming Childcare - Design Insights from Barbara Van Duin
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Gregorio Uglioni, is joined by Barbara Van Duin, a seasoned service designer from Houten, the Netherlands. Barbara brings her expertise in transforming childcare experiences through innovative service design and customer journey mapping. Barbara's LinkedIn Profile: https://www.linkedin.com/in/barbaravanduin/ Why You Can't Miss This Episode: Insight…
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Automation and Augmentation in Development Tools - with Tsavo Knott of Pieces
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Today’s guest is Tsavo Knott, Co-founder and CEO of Pieces. Pieces is an AI-driven software company that builds a platform to enable software developers to work more efficiently. Tsavo joins Emerj CEO and Head of Research Daniel Faggella for the first in a special two-part conversation on the challenge for software developers as GenAI drives greate…
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Charleston Shoe Company founder talks customer engagement
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Neely Woodson Powell knows shoes and she knows how important it is to engage with customers to get customers to slip their feet into her iconic shoe wear. In this latest episode of the CX Innovator podcast, produced by Networld Media Group, Powell shares with RetailCustomerExperience.com editor Judy Mottl how customer engagement, and providing 'sho…
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CX Update #20: customer satisfaction at Airbnb, building empathy and more!
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In my recent deep dive into Airbnb's customer experience (CX) philosophy, I've been particularly inspired by the innovative approach of its co-founder and CEO, Brian Chesky. Here are three critical lessons from Airbnb's CX strategy that exemplify why Brian is revered as a formidable leader in customer-centric innovation, a true "Customer Leader" as…
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Will Auto QA Platforms End the Era of Traditional CX Analytics?
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Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics. We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insights about how each appro…
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How to Create an Ultra Luxe Customer Experience with Madison Must
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Jess sits down with Madison Must, former Director of CX at Terra Kaffe and current Sr. Member Experience Manager at dog care brand Sundays. Madison takes us through her career journey from wedding photographer to entering the world of CX as an early hire at Terra Kaffe. From there, Madison climbed the ranks and learned the ins and outs of CX. Madis…
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Driving Partnerships and Prioritization Strategies for AI in Financial Services - with Julie Winkler of CME Group
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Today’s guest is Julie Winkler, Chief Commercial Officer of the CME Group. CME Group is a Chicago-based financial services firm that operates derivative exchanges including the Chicago Mercantile Exchange and Chicago Board of Trade. Julie joins Emerj CEO and Head of Research Daniel Faggella on today’s program to pull apart new trends in AI adoption…
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#81: Strategies for making cx your growth engine
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You’ve just been hired as the Chief Experience Officer to run a financial services firm. What are the keys to driving sustained success? Join CXO Eric Smuda share his insights on the keys (and the challenges) to leading successful change by driving outstanding customer experiences. My favorite quote from Eric? “If you’re not using CX as your growth…
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Speed of Business, The ROI of Empathy and Innovation in CX: Jay Baer
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Join us for an enlightening discussion with Jay Baer, a pioneer in customer experience and digital marketing, now turned tequila influencer. This episode explores pivotal themes shaping the future of customer service and business strategy. Jay offers a wealth of knowledge and practical advice on accelerating business responsiveness, leveraging empa…
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Tracing AI and Natural Language Processing’s Journey to the Mainstream - with Matt Berseth of NLP Logix
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Today’s guest is Matt Berseth, Co-founder and Chief Information Officer of NLP Logix. NLP Logix is a fast-growing AI services firm based in Florida that serves both the public and private sectors. Matt joins us on today’s program to talk about the last decade in AI development and how natural language processing became such a central driver of adop…
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In episode 103, I chat with the smiling Colombian Esteban Chaves. Esteban shot to fame in 2014 as a likeable and endearing character while riding for Greenedge Cycling. He has podiumed the Giro d’italia and the Vuelta Espana, winning numerous grand tour stages and a monument at Il Lombardia. In this episode, Esteban and I discuss the traditional de…
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How to Manage CX Teams in Times of Change with Dale Carnegie’s CEO
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Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, emotionally intelligent leaders. Joe Hart, CEO of Dale Carnegie Training, understands this dynamic landscape. His insights on managing change, embracing technology with a human touch, and cultivating a …
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Strategically Addressing Low-Volume Customer Concerns
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"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?" Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique c…
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We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the w…
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Solving Human Resource and Client Services Challenges with AI - with Bill Armstrong of Moss Adams
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Today’s guest is Bill Armstrong, Chief Innovation Officer at Moss Adams. Moss Adams is one of the 15 largest public accounting firms in the US, providing accounting, tax, and consulting services to public and private middle-market enterprises across industries. Bill joins Emerj Senior Editor Matthew DeMello on today’s program to discuss the impact …
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Christina Merrill on why and how she developed CancerBuddy Being diagnosed with cancer or supporting a friend or family member through a cancer diagnosis can be a lonely thing. Luckily there is a new app that’s trying to change that. This week, Chris and Gina sit down with Christina Merrill, the President and CEO of the Bone Marrow and Cancer Found…
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#19 Nine tips for driving impact through Closing the Loop
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Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of ‘Closing the Loop’ in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to ri…
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Between Life and Death: Transforming the Donor Experience into a Lifesaving Journey
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In this compelling episode of the CX Goalkeeper Podcast, your host, Gregorio Uglioni, sits down with Neil Greenwood, a seasoned leader in customer experience from NHS Blood and Transplant. Together, they delve into the intricacies of enhancing the donor journey, discussing strategies that not only improve experiences but also save lives. Why You Ca…
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Episode 500: Some reflections on the last 13 years
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In today’s episode of the Punk CX podcast, there is no interview. Why? Because today, I am celebrating the 500th edition of the podcast! Woop! Woop! Now, I thought long and hard about how to commemorate the occasion and how I might be able to use an interview format to do so. I did toy with the idea of having someone interview me but then didn’t ge…
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Cruisin’ Through a Crisis: Xpertainment CEO Gordon Ho
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All aboard for some harrowing tales from the early days of Covid. Gordon Ho, a marketing whiz and crisis communication pro, shares stories of critical decisions made during a time of utter crisis. When the Diamond Princess cruise ship was stuck in Yokohoma Japan during one of the earliest outbreaks of COVID 19, thousands of passengers and crew were…
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Bonus content are audio clips of interviews that we couldn’t include in an episode but still contains great advice for our listeners, and this content is only available to those that follow the show through their favorite podcast provider. In the episode " The Empathetic Frontline" (episode #307) released back in March, guest Victoria Stephens from…
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Why This Allbirds Marketer Loves Influencers
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Have you ever wondered how brands get products to celebs like Justin Bieber, and then get Justin to post about it? If the answer is yes then tune into this episode with Sarah Grosz, an influencer marketer at Allbirds. Sarah started her career in social media and knows the ins and outs of influencer marketing by heart. She’s helped brands of all siz…
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#80: Designing Experiences that drive loyalty
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How can you design experiences to drive customer loyalty? Kevin Budelmann is an Experience Design expert, a professor at both Michigan State and Northwestern Universities, and authored Brand Identity Essentials. He brings over a quarter-century shaping design, strategy, and brand experience. We explore the converging paths of behavioral economics, …
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Guidance for Procurement Leaders in Recovering Supply Chains - with Edmund Zagorin of Arkestro and Len DeCandia of Johnson & Johnson
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Today’s guests are Arkestro Founder & Chief Strategy Officer Edmund Zagorin and Johnson & Johnson Chief Procurement Officer Len DeCandia. Arkestro is an AI-driven startup in the procurement space with broad partnerships across the automotive, construction, and manufacturing sectors, including Johnson & Johnson and Koch Industries. Together, the two…
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In episode 102, we chat with Anya Louw from AG Insurance - Soudal. The 23-year-old Tasmanian quickly rose to the Women’s World Tour in 2022 and has established herself as a real captain within the team despite admittedly still learning the ropes herself. Anya and I chatted about her adaption to the European professional lifestyle, what aspects she …
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Capital One's Strategy for Customer-Centric Success
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Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designed to empower individuals in managing their finances. Lauren Liss, Head of Premium Products, Marketing and Rewards at Capital One, discusses the importance of a customer-centric culture and the role of…
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Producer's Note: This episode originally released on March 7, 2023. Natalie Onions discussed how she became a customer experience professional and offered some great advice for newer CX pros on how to grow their careers in customer experience. Please note that this was recorded back in March of 2023, so some parts of the discussion may be outdated.…
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Tires and Data Collection for Autonomous Vehicles - with Chris Helsel of Goodyear
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Today’s guest is Chris Helsel, Senior Vice President of Global Operations and Chief Technology Officer at The Goodyear Tire & Rubber Company. Despite the disparity in the predictions about self-driving cars that were made a decade ago, the era of automated transportation is close at hand. Chris joins the podcast today to discuss the enormous implic…
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Paid vs Free: On the New Subscription Model
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Chris and Gina on what payment model works best for users Back in the day people paid for cable packages and big bundled deals. Then many products moved to a free, ad-supported model. Now it seems the industry is leaning somewhere in the middle. This week Chris and Gina talk about the history of product payment models and discuss current trends in …
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