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The ConsEUmer Podcast is a weekly program that covers the news & politics of the European Union and its member states. Produced by the Consumer Choice Center, we focus on consumer issues such as free trade, science-based policy-making, product safety, and privacy — but we won't shy away from commentary on the day to day of the European Union's institutions. Stay tuned for exclusive interviews with policy-makers and experts, hosted by our Senior Policy Analyst Bill Wirtz.
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Asia's standing in the world has changed and it is clear that where the focus was once on how quickly the region would rise, the reality is now all about how Asia will lead. In the Future of Asia Podcast, we invite leaders from across the region to discuss the power, agility and ambition of Asia and to shed light on what kind of leader Asia will be, and what this means for governments and businesses everywhere.
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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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The National Vaccine Information Center (NVIC) is a national, non-profit educational organization founded in 1982. The oldest and largest consumer organization advocating the institution of vaccine safety and informed consent protections in the mass vaccination system, NVIC is responsible for launching the vaccine safety and informed consent movement in America in the early 1980's. Think Globally; Act locally! Join us at NVICADVOCACY.ORG & Visit NVIC.ORG today! Your health. Your family. Your ...
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Interviews with people and organizations from all walks of life. Because everyone has a story to share, and we can all learn from each other.
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Yaël on Agriculture of America to discuss California's rule to upend the rail economy
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On Agriculture of America, we discuss the potential impact of the proposed California Air Resources Board rules for railroad locomotives on consumers, agriculture and more with Yael Ossowski, Deputy Director of the Consumer Choice Center. Broadcast on Agriculture of America, presented by the American Ag Network. https://podcasts.apple.com/us/podcas…
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CVS Health's Journey to Proactive Feedback and Data-Driven CX Improvement
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Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health, talks about his journey from a background in analytics and finance at companies like Medallia and Wells Fargo to his current role. He emphasizes the importance of moving from reactive to proactive customer feedback mechanisms and using quantitative data to improve customer experi…
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The Modern CEO of Verizon Consumer: Embracing Customer Experience and AI as Competitive Advantages
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The importance of the CEO in fostering a customer-centric culture stands out as a key takeaway from the conversation with Sowmyanarayan Sampath, CEO of Verizon Consumer. Learn about his strategic moves to regain market momentum, simplify customer interactions, and the innovative use of AI in improving both customer and employee experiences. Blake M…
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Artificial intelligence is reshaping the landscape of sustainable development in Asia. How can we ensure that the benefits of AI-driven advancements reach even the most marginalized communities in Asia? In this episode, Angela Buensuceso of the McKinsey Future of Asia Podcast speaks with Jennifer Echevarria, Vice President of Commercial Strategic S…
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Mastering Customer Journey Mapping for Better Business Outcomes
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Customer journey mapping is a critical tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and business advisor with a wealth of experience in the customer experience field, recently shared her insights on this topic, along with her perspectives on agent experience, the role of AI, and the importan…
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Mastercard's Winning Formula: How a Customer-Centric Approach Drives Success in FinTech
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This week on the Modern Customer Podcast, Mastercard's Executive Vice President of Global Customer Care, Lance Gruner, shares how he leads a strong team focused on delivering exceptional customer service. With 25 years of cross-industry experience, Lance is a master of Voice of the Customer programs, customer-focused leadership, and the cultural sh…
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EP166: Beer sales down in NL, Germany alone against EV tariffs, and The gene-editing pendulum (w/ Amrit Nanda)
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In this last episode before the summer break, we address falling beer sales in the Netherlands, and the ongoing Council battle of tariffs on Chinese electric vehicles. Also, Amrit Nanda from Plant ETP joins us to explain the latest on the Commission's regulatory changes on gene-editing. Check out their "Plantastic Discoveries" on their website: htt…
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Enhancing Customer Experience with AI in Contact Centers
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Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers. With 500,000 employees globally, Tele…
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A brief hello this week. No regular episode. Last one out next week. Hustling before the summer break! July 11, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https://bit.ly/3fyyzto Donate: http://consumerchoicecenter.org/donate See omnystudio.com/listener for…
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Adopting Generative AI: The future of work in Australia
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Generative AI has emerged as a significant new force with the potential to reshape the future of work, bringing both opportunities and challenges. Join host Debbi Cheong on The McKinsey Future of Asia Podcast as she engages with Seckin Ungur, Partner at McKinsey’s Sydney office, and Jacob Johnson, Associate Partner in McKinsey’s Canberra office. Th…
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Big Bets for Big Wins: Leading Through Extreme Change and Digital Transformation
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This week on The Modern Customer Podcast, John Rossman, author of 'The Amazon Way' and his newest book 'Big Bet Leadership' joins us. He shares leadership strategies for navigating extreme change and digital transformation, focusing on topics like AI, cost reduction, and rethinking operating models for customer-centricity. Rossman shares insights f…
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EP164: Encryption & AI (co-hosted w/ Yaël Ossowski)
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Yaël Ossowski joins us this week to discuss the latest regulatory news for end-to-end encryption and artificial intelligence in the European Union. Regulators seemingly doing, again, more harm than good. Check out EU Tech Loop: https://eutechloop.com/ July 4, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spot…
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New Book Out Today! The 8 Laws Of Customer-Focused Leadership
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TODAY’S THE DAY … My new book hits the shelves! There are many leadership books, and there are many customer experience and customer service books. However, very few books combine these two topics. I am excited to announce that my new book, "The Eight Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer…
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EP163: Barcelona removes Airbnb licenses, Apple facing fines and Ryanair's OTA fight (w/ Dara Brady)
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In this week's episode, we discuss the mayor of Barcelona's measure to cut Airbnb licenses, we bring on Yaël Ossowski to explain Apple facing new potential fines for self-preferencing, and Chief Marketing Officer of Ryanair joins us to discuss their fight with Online Travel Agents (OTAs), and how his airline believes that consumers are being scamme…
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Transformative Strategies for Customer Experience Excellence
28:10
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This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experience. He'll share insights from his work with iconic brands like Mercedes and Starbucks, revealing the strategies behind launching and maintaining thriving customer experience programs. Joseph emphasizes…
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EP162: Car tariff debate (w/ Jan Burdinski)
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Jan Burdinski is back on the podcast to discuss the most recent decision by the European Commission to consider tariffs on Chinese electric vehicles. Follow Jan Burdinski on X @Burdinski. June 20, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https://bit.ly/3…
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Customer-Centric Marketing: How CMOs Drive Brand Loyalty and Growth
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How does a CMO ensure the customer experience remains at the forefront of their brand's strategy? In this episode of the Modern Customer Podcast, Alison Hiatt, the Chief Marketing Officer and Chief Growth Officer at Vera Bradley Designs Inc., shares her invaluable insights from her journey in marketing, including experiences with iconic brands like…
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Bill Wirtz on Agriculture of America to talk European election
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CCC Senior Policy Analyst Bill Wirtz was back on Agriculture of America (AOA) to discuss the recent European elections and the repercussion it will have on agricultural policy. Support the show: http://consumerchoicecenter.org/donate See omnystudio.com/listener for privacy information.By Consumer Choice Center
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EP161: False discounts, Swiss ECHR backlash, and European elections 2024 (w/ Pieter Cleppe)
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Pieter Cleppe joins us on this week's episode to discuss the European elections that happened last week. Also in this episode: online retailers face fines in the Netherlands for deceptive discounts, and Swiss legislators criticise the ECHR for its climate change ruling. June 13, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://a…
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Building a Customer-Centric Marketing Tech Stack: From Personalization to Post-Sale Success
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Creating a customer-centric marketing technology stack is essential for delivering exceptional customer experiences. In this week's episode of The Modern Customer podcast, Darrel Alfonso, Director of Marketing Strategy and Operations at Indeed.com, shares his expertise in constructing and leveraging a successful marketing technology stack. Blake Mo…
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EP160: VPNs & Spatial computing (co-hosted with Chad Swarthout)
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This week's episode is co-hosted with CCC board member Chad Swarthout, who joins us to discuss his views on the use of Virtual Private Networks (VPN) and the use of VR headsets like the Apple Vision Pro. June 6, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: h…
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Bill Wirtz back on Vermont Viewpoint to discuss veto of Bill H.706
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Bill Wirtz joined Brad Ferland on WDEV’s Vermont Viewpoint to discuss House Bill H.706 which would ban the use of neonic insecticides in the state. The bill was vetoed by Governor Scott and is due for a veto override session mid-June. Support the show: http://consumerchoicecenter.org/donate See omnystudio.com/listener for privacy information.…
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How to Break Down Silos and Enhance B2B Customer Experience
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Transforming customer experience in the B2B space isn't just about front-end interactions—it's about mastering the backend and organizational dynamics. This week on The Modern Customer podcast, John Durocher, Chief Customer Officer at Calix, brings decades of expertise demonstrating how robust infrastructure and strategic restructuring can revoluti…
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EP159: Paris hotel drops and European elections
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Due to last minute changes, no guest this week, but a short episode with two news stories regardless: Paris faces Airbnb prices and hotels during the Olympics that do not increase as much as planned, and the European elections are happening next week, but are they inclusive? May 30, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https…
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From execution to innovation: The strategic shift in Global Capability Centers
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Global Capability Centers (GCCs) have evolved into innovation engines, shifting from execution centers to strategic hubs at the forefront of transformation. Join McKinsey Senior Partner Indy Banerjee and Partner Fabrice Desmarescaux as they engage in a discussion with Pravin Goel, Managing Director at BlackRock, and Debasis Panda, Head of GCCs at T…
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AI-Powered Contact Centers: Elevating Customer Experience and Efficiency
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Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to be a game-changer, promising efficiency, cost savings, and a more personalized customer experience. Sheila McGee-Smith, a renowned contact center analyst with 35 years of experience, has observed thi…
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EP158: New Dutch government, EU Tech Loop, and Georgia's Future (w/ Adam Bartha)
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In this episode we talk about the incoming Dutch government, a new CCC project in Europe called EU Tech Loop, and we host EPICENTER Director Adam Bartha to discuss the protests in Georgia against the foreign agents law, and how the law will jeopardise the relationship between Georgia and the EU. May 23, 2024 Follow ConsEUmer wherever you get your p…
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2024 Retail Trends: Deloitte's Outlook on Loyalty, Customer Experience, and GenAI
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The retail landscape is undergoing a significant transformation, with wavering consumer loyalty and economic volatility presenting formidable challenges. Stephen Rogers, Managing Director of Deloitte’s Consumer Industry Center, shares Deloitte's 2024 retail outlook, providing a strategic roadmap for retailers to thrive amidst this shifting landscap…
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EP157: Battery health & AI UBI (co-hosted w/ Fabio Fernandes)
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Fabio Fernandes is helping us unpack the latest tech news this week. We're talking about why your iPhone's battery is draining way too quickly, and what we make of the latest innovations in LLM's, as well as Sam Altman's idea for "Universal Basic Compute". Follow Fabio on X @DeFariaeSilva. May 16, 2024 Follow ConsEUmer wherever you get your podcast…
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Customer experience (CX) is no longer a series of isolated touchpoints. Today, companies leverage platforms to create continuous, data-driven customer journeys. Ted Moser, senior partner at Prophet and author of "Winning Through Platforms," highlights the transformative power of this approach. This week on The Modern Customer podcast, Ted emphasize…
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EP156: Florida's meat culture war & Fake reviews (co-hosted with Liz Hicks)
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Today's episode is co-hosted with the CCC's US Affairs Analyst Elizabeth Hicks! We're talking about Florida's ban on alternative meat products, and a UK law going after hidden fees and fake reviews. Follow Liz on X @eohicks. May 9, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZd…
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Aligning Business Growth with Customer Strategy
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The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer retention and advocacy. Join me and bestselling author of “Keep Your Customers”, Ali Cudby on The Modern Customer Podcast. We're not offering tips and tricks, but a mindset shift to unlock unshakeable cus…
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EP155: Berlin calling, Meta under fire, and Bulgaria's gambling ban
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This week I have some audio from last weekend's FDP party convention in Berlin, as well as stories about probes in Meta for disinformation tracking, and Bulgaria's new gambling ban. May 2, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https://bit.ly/3fyyzto D…
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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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EP154: Lower phone bills, quick scanner, and the end of the Green Deal
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Going solo again this week, with no guest, but in turn I do have these stories for you: 📱 The EU wants to lower your phone bills, but can it really? 🛫 Amsterdam airport makes security checks faster 🇪🇺 The European Green Deal is done for April 25, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://…
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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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EP153: French Meat battle continues, Poland's silly ride-sharing law, and dangerous Maltese buses
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Going solo again this week, with no guest, but in turn I do have these stories for you: 🥩 French court suspends the ban on meat names for alternative products 🇵🇱 Polish law requiring local driver's licenses for ride-sharing apps comes into effect 🇲🇹Malta has free bus service… but it's actually dangerous to use them April 18, 2024 Follow ConsEUmer w…
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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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EP152: Anti-NGO bill in SK, Riga casino ban overturned, and Swiss wine
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Going solo this week, with these topics: 🇸🇰 Slovakia considers controversial anti-NGO bill 🎰 Latvian court overturns Riga ban on casinos 🇨🇭 Swiss lawmakers want to protect local wine with subsidies April 11, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https…
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How To Transform Customer Support with AI
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Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries. William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to …
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EP151: Green KLM, Expensive chocolate, and What should you say on social media? (w/ Donald Kimball)
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Our guest this week is Donald Kimball, he is the Communications Manager at the Washington Policy Center and a Contributor at Young Voices. We talked about social media content moderation, showing the stark differences between the European approach, and what some lawmakers are pushing for in the United States. Also in this episode: 🛫 KLM misled cons…
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How ThredUp Leverages AI to Enhance Customer Experience in the Secondhand Market
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The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market. ThredUp’s CEO …
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As economies in Asia evolve in 2024, they have the potential to shape the next normal. We talk to Robin Harding, Asia Editor of the Financial Times, and Clay Chandler, Executive Editor, Asia of Fortune, about their views on the year that was and the year ahead. See www.mckinsey.com/privacy-policy for privacy information…
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Bill Wirtz on WDEV Vermont Viewpoint on insecticide ban
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Bill Wirtz joined Vermont Viewpoint on WDEV in Vermont to talk about the planned ban of neonicotinoid insecticides through House Bill H.706. April 1, 2024 Support the show: http://consumerchoicecenter.org/donate See omnystudio.com/listener for privacy information.By Consumer Choice Center
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As the CCC gathers for a staff retreat in Dubai, UAE, we're bringing on Elizabeth Hicks, Yaël Ossowski, and Zoltán Kész from the CCC team to talk the news and their ongoing projects! March 28, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https://bit.ly/3fyyz…
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How To Champion Your Customer Experience Programs With Better Public Speaking
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The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs. Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips…
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EP149: Forgotten clock, Consumer Champs, and Belgium's upcoming elections (w/ Pieter Cleppe)
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Our guest this week is a returning guest: Pieter Cleppe from Brussels Report joins us to discuss the upcoming elections in Belgium. Also in this episode: 🕰️ What happened to scrapping Daylight Savings Time? 🏆 Zoltán Kész joins us to explain Consumer Champs, our new project Follow Pieter on X @pietercleppe and Brussels Report @brussels_report. March…
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Unlocking the full potential of Japanese corporates
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In this episode, host Angela Buensuceso discusses the potential of Japanese corporations with Naoyuki Iwatani, managing partner of McKinsey's offices in Japan and Michele Raviscioni, a senior partner based in McKinsey's Tokyo office. Delve into the essence of Japanese craftsmanship, customer-centricity, and brand power as they uncover the strategie…
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Want to invest in Customer Experience? Question the Downside of Failure
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The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers. Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences. Blake Morgan is a customer experience futurist, …
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EP148: Consumers against car ban, Romanian blood, and Portugal elects (w/ Jorge Teixeira)
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Our guest this week is Jorge Teixeira, parliamentary assistant for Initiativa Liberal, a political party in Portugal. He will comment on the parliamentary election in Portugal last Sunday, and what we can expect to happen from here on out in the coalition talks. Also in this episode: 🚗 Consumers reject a ban on the internal combustion engine 🩸 Roma…
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