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"This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in our hope to make the world a little more customer-centric.
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Converge Customer Experience and Digital to Thrive in 2021 with Mazen Ghalayini
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From the conversation, please find links to the following content: Mazen's CMSWire Article: Converge Customer Experience and Digital to Thrive in 2021 West Monroe's Quarterly Executive Poll - 2021 Q1 West Monroe POV: The promise of agile, multidisciplinary teams is real We would love to hear your thoughts on your own trends or predictions for 2021,…
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The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta
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For more information about Nick Mehta and his perspectives, please visit his website: https://www.mehtaphysical.com/ Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Success functions have been built and coexist, including best practices or lessons learned! Email us at thisis…
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Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova
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For more information about Tiffani Bova, please visit her website: http://tiffanibova.com/ Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social: Paul Hagen…
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Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience
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For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information: WMP's Digital Transformation Offerings Paul and Mike would love to hear your thoughts on how your organization has changed the way it works to drive digital and cu…
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Best Practices to Enable Work-from-Home Customer Service Professionals
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For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information: WMP's Customer Experience Offerings Paul and Mike would love to hear your thoughts on how you're best enabling your customer service professionals in a remote work enviro…
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Innovating on Customer Service and Cost Reduction in response to COVID-19
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For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information: WMP's Customer Experience Offerings Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Ema…
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Five Key Trends Bringing Customer Success and Customer Experience Together
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For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information: Delivering on Customer Success Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisisc…
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Come Together: The Merging of Customer Experience and Customer Success
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For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information: Delivering on Customer Success Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisisc…
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Gazing into the CX Crystal Ball for 2020 Trends
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For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article: What to Expect From CX in 2020: 3 Accelerating Trends. Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/…
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Revisiting Our 2019 CX Trends Predictions
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As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link: Quantifying the ROI of Customer Experience If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear yo…
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5 Strategies for Demonstrating the ROI of Customer Experience
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The survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link: Quantifying the ROI of Customer Experience If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or S…
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4 Ways to Scale and Operationalize Your Journey Efforts
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If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify. If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.comBy Mike Manfredo and Paul Hagen
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The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download: 7 Mindsets to Revive Your Voice of the Customer (VOC) Program If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subsc…
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7 Mindsets to Revive Your Voice of the Customer (VOC) Program
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These seven mindsets are from Gary's recently released White Paper that is available at the following link for download: 7 Mindsets to Revive Your Voice of the Customer (VOC) Program If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spot…
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Please see Mazen's article in CMSWire describing West Monroe Partner's POV on this topic: How to Convince Your CFO to Invest in Customer ExperienceBy Mike Manfredo and Paul Hagen
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Five Ways to Recession-Proof Your Business with Customer Experience
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This episode is based on Paul Hagen's article on the same topic written for CMSWire: 5 Ways to Recession-Proof Your Business With Customer Experience .By Mike Manfredo and Paul Hagen
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An Interview with Kyle McSlarrow, Senior Vice President of CX Strategy and Journey Design for Comcast
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In this episode, Mike and Paul are joined by special guest Kyle McSlarrow, Senior Vice President of Customer Experience Strategy and Journey Design at Comcast. We discuss how CX is structured and operates within Comcast, how they use the NPS system to drive operations and budgeting, the company’s challenges continuing to improve scores, and how to …
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Reaction to the Wall Street Journal's Article on NPS
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The Wall Street Journey article that Mike and Paul reference can be found below: Safdar, Khadeeja, and Inti Pacheco. “The Dubious Management Fad Sweeping Corporate America.” The Wall Street Journal, Dow Jones & Company, 15 May 2019, www.wsj.com/articles/the-dubious-management-fad-sweeping-corporate-america-11557932084.…
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An Interview with Angela Ferrante and Emily Rasowsky, CX Leaders at Sparkfund
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In this episdoe, Mike and Paul are joined by Angela Ferrante and Emily Rasowsky, CX leaders from the company Sparkfund, a subscription-based provider of building energy systems for businesses. We discuss how and why Sparkfund built a CX discipline, the challenges they've faced in executing on this vision, the relationship between a CX Leader and CX…
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An Interview with Todd Unger, Chief Experience Officer of the AMA
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In this episode, Mike is joined by special guest Todd Unger - Chief Experience Officer at The American Medical Association - to discuss his path to becoming a C-level executive focused on delivery of value through the day-to-day engagement with customers at the AMA. They discuss how the role fits within the organization, the successes and challenge…
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The Impact of a Customer-Driven Digital "Product" Mindset
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In this episode, Mike and Paul are once again joined by Kyle Hutchins, Senior Director and leader of WMP's Digital practice, and Nick Hahn, Director in WMP's Digital practice, to discuss CX's impact on an organization's digital transformation efforts. During this conversation, the group discusses the need to be a "capabilities-led" organization tha…
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A Discussion on Customer Experience and Digital Transformation
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In this episode, Mike and Paul and joined by Kyle Hutchins, Senior Director and leader of WMP’s Digital practice, and Nick Hahn, Director in WMP’s Digital practice, to discuss CX’s impact on an organization’s digital transformation efforts. During the conversation, the group talks about how organizations create new value for customers within rapidl…
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An Update on Emerging Technologies and CX
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In this episode, Paul and Mike welcome back their colleague John Sprunger, Senior Architect in West Monroe Partners' Technology practice, to give us an update on three key emerging technologies that were highlighted last year as opportunities for CX professionals to support or lead experimentation efforts to improve the customer experience for thei…
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Episode 39: Gazing into the Crystal Ball - CX Trends for 2019
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In this episode, Paul and Mike discuss five key trends they see impacting the CX world in 2019 with which CX Professionals should be considering for their own organizations and profession, including experimenting with new technology, the consolidation of the CX Tech space, focus on value creation to avoid CX's demise, CX's place in recession-proofi…
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Episode 38: An Introduction to Blockchain and CX
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In this episode, Mike and Paul are joined by Kayvon Hosseini, a Blockchain expert at West Monroe. We explore what Blockchain is, what it means for customer experience leaders, how firms are getting started with it and the opportunities for CX pros to ensure the needs of customers/employees are met.By Paul Hagen, Mike Manfredo
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