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Exploring both the practical realities and the exciting alternate realities that can be unleashed through cloud driven transformation and cloud native living and working. Each episode, our hosts Dave, Sjoukje & Rob talk to Cloud leaders and practitioners to understand how previously untapped business value can be released, how to deal with the challenges and risks that come with bold ventures and how does human experience factor into all of this? They cover Intelligent Industry, Customer Exp ...
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It’s no secret that business owners want to receive positive reviews and customers want to have a positive experience. In Behind the Review, Yelp and Entrepreneur dig a little deeper on both accounts. Hosted by Yelp’s Small Business Expert, Emily Washcovick, Behind the Review features conversations with reviewers and business owners about their experiences—whether it was one star or five stars—giving listeners behind-the-scenes insights into what was really going on. Restaurants, plumbers, f ...
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How do you design digital products that people actually want? Get UX tips and insights from experts behind some of the most successful digital transformations and experiences in the world. Each 25-minute interview is a candid conversation with the thinkers, doers, and builders at the forefront of UX design, accessibility in the user experience, and product management. Learn everything from how you can turn around a product launch failure, to how AI can make a designer’s life easier, and even ...
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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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Welcome to Awkward Silences by User Interviews, where we interview the people who interview people. Listen as we geek out on all things UX research, qualitative data, and the craft of understanding people to build better products and businesses. Hosted by Erin May and Carol Guest, VPs of growth/marketing and product at User Interviews. Take this survey and let us know what topics you want to hear next! userinterviews.com/awkwardsurvey
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#ProdMgmtTalk Professionals forwarding the movement for product excellence by design. Discussions about the art, craft and discipline required for products that contribute value. All aspects of customer development, user experience, product innovation, design, development, marketing and scaling. @ProdMgmtTalk Founded by @CindyFSolomon talking with thought leaders from Silicon Valley and beyond. @StartupProduct @ProductSummit Syndicating The Everyday Innovator with Chad McAllister.
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Entrepreneur Inspiring Stories to Help Motivate, Build, & Grow Your Successful Business with a Master Class from Entrepreneurial Thought Leaders that tell it How It Is... Millionaire Interviews is actionable advice for the (future & present) Entrepreneur, Thought Leaders, Solopreneur, Youpreneur, and Small Business Owner. The host interviews Business Founders in the Product, Service, Real Estate, and Tech industries so they can teach you from their experience. Connect with other Listeners @ ...
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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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Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
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Ever wondered how to use your experience to start or grow a business? The First Customer intimately dissects successful entrepreneurs journeys to their first customer. Learn from practical real-life examples of regular people transforming into superheroes by starting their own business. Buckle up … the rocket is taking off!
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The Bank Customer Experience Podcast offers a view into the hot topics affecting the banking world.
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Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.
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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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Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random and unpredictable. So what’s a marketer or entrepreneur to do? In the Choice Hacking podcast, we uncover the psychology behind the world’s best marketing, using examples (and cautionary tales) to help us figure out what makes buyers tick.
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Transform your customer experience with solutions to better connect, engage, and serve your constituents.
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Welcome to Retain: The Customer Retention Podcast! Join host Lauren DeSouza on her journey to discover the power of retaining customers. Accompanied by marketing experts, this podcast will demystify customer retention and deep-dive into how international companies are using it to keep their customers coming back for more.
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Discover the latest insights from Intercom Co-founder and Chief Strategy Officer Des Traynor, Chief Product Officer Paul Adams, and other Intercom product leaders as they share their latest thoughts on building software in an AI-first world.
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Customerland is a podcast about …. Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about.So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home.
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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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Welcome to the Relentless Customer Leader Podcast – How Customer-Obsessed Leaders Win. This is a podcast that will ignite your passion for delivering experiences that leave your customers craving for more. In each episode, we'll dive into the minds of visionary leaders and trailblazing companies who have made customer experience their sacred mission. Prepare to be inspired as we unpack the game-changing strategies, unconventional thinking, and real-world stories of customer-centric transform ...
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If you work in customer support, if you lead a support team, or if you are looking to better the customer experience for your company, then this podcast is for you! Happy to Help is a podcast about all things customer support brought to you by the people at Buzzsprout. Join us, every other Tuesday as Buzzsprout's Head of Podcaster Success, Priscilla Brooke, dives into the world of customer support to make remarkable support the standard, not the exception!
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PolyAI's CEO/co-founder Nikola Mrkšić and team invite guests to candidly discuss trends and tech in AI, voice throughout the enterprise, and nailing the customer experience.
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Welcome to Transforming Customer Operations with AI! I'm Arek Skuza, and I'm excited to invite you to explore how AI is revolutionizing customer operations. Join me for practical insights, the latest trends, and real-world success stories. Thank you for subscribing, and let's dive into the future of customer experience together!
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Humans of CX is a podcast on a mission to have conversations with the world's leading customer experience experts to help CX professionals humanize their approach, placing empathy at the center of the experience.
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The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Alex Turkovic
This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital CX. Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed. If you enjoy the ...
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Skip the Queue is for visitor attraction owners, directors and suppliers who want to improve their organisations and deliver a better experience for their guests. Each episode we speak with inspiring industry experts who share their knowledge of what really makes an attraction successful. This podcast is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers.
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The Podcast that focuses on the People Experience in the Staffing and Recruiting Industry.
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Loyalty360 is the association for customer loyalty. We bring together the best loyalty-focused professionals from technology and service suppliers and brands under one roof. Through Loyalty360, these professionals find invaluable resources, networking opportunities and guidance provided by internal thought leaders and brands/suppliers on the cutting edge of customer loyalty.
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Introducing Alex Shevelenko, CEO and founder of RELAYTO and the host of the Experienced-Focused Leaders Podcast. With a mission to empower seasoned business owners who recognize the critical role of customer experience in achieving success, Alex brings together a community of discerning listeners eager to explore new perspectives and strategies for enhancing their experience-centric approach. In our thought-provoking podcast episodes, we dive deep into the stories and insights of accomplishe ...
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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. Michelli
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale.
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Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
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The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Colin Shaw, Beyond Philosophy LLC
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth. This review sums up: "The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other se ...
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Identity Architects is the podcast dedicated to spotlighting individuals who have pioneered the way that data and identity can improve the customer experience across media, gaming, financial services, healthcare and more! Visit https://www.infosum.com for more information on InfoSum.
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Introducing Nick Layzell, Customer Success Director at Telehouse as the host for this series, with over 25 years’ experience in the IT industry. Each episode he’ll be joined by a pioneer in their field covering cutting edge subjects in the connectivity landscape.
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Come join the CXNation and listen the CXChronicles Podcast! Each week we discuss all things related to customer experience, customer service, customer success & inside sales for today's world. Listen on your favorite podcast player today! CXCP hosts amazing customer focused business leaders and dives into customer experience weekly updates, ideas for growing your business and team, CX SaaS news and industry updates and provides tons of value-first insights from industry leaders. CXC is const ...
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Insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their status. Either they define best in class or are pushing the boundaries for the next generation of customer experience.
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The best companies are the ones that make it incredibly easy, and delightful, to do business with. It’s seamless, frictionless, intuitive. It’s not just a better experience, they’re actually disrupting our very notion of what consumers should be able to expect from companies. You see, Aussies and Kiwis are a hard bunch to please - we have some of the highest customer experience expectations in the world. And luckily for us, our homegrown businesses know this. This season on HubSpot's Unconve ...
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Welcome to Paolo Fabrizio's podcast show about Digital Customer Service. Read more on https://customerserviceculture...
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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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Ipsos' Customer Perspective is aimed at all of you who help your organisation deliver on its Brand Promise to customers and colleagues. So if you’re an Experience practitioner, lead CX measurement. management and design , head up Mystery Shopping, are all about understanding and measuring shoppers and channels, and their role in delivering business success … then this podcast is for you! Questions/Comments: CustomerPerspective@Ipsos.com www.ipsos.com
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Better Together: Customer Conversations – a series where customers, partners, and thought leaders discuss solving business challenges with SAP Business Technology Platform. Hear from your peers and join in the inspiring conversations.
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Ever wonder what its like to work Retail. Anna and Melanie talk about funny and disturbing stories from the past 20 plus years of working in retail and how we have survived them day to day! Come laugh, learn and share our experiences together.
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The Business Lab is a sponsored podcast produced by Insights, the custom content division of MIT Technology Review. The Business Lab podcast features a 30-minute conversation with either an executive from the sponsor partner or a technologist with expertise in a relevant technology area. The discussion focuses on technology topics that matter to today’s enterprise decision-makers. Laurel Ruma, MIT Technology Review’s custom content director for the United States, is the host.
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This is experience by design, a podcast that brings new perspectives to the experiences we have everyday. Does standing in line always have to suck? Why are airports so uncomfortable? What does it mean to be loyal to a brand? Why do you love being connected but dislike feeling tethered to your smart phone? Can we train people to care about the climate? Join Sociologist Gary David and Anthropologist Adam Gamwell on an expedition to the frontiers of culture and business through the lens of hum ...
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Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Along with host Jody Maberry, Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.
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Thought-provoking interviews designed to share real and actionable insights from founders, C-level executives, and thought leaders hosted by marketing insider Joshua Carlsen.
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How to Boost Productivity and Morale by Eliminating Workplace Friction
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You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don't, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction im…
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Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 1 of 2)
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In this episode, Dr. Michelli reflects on a profound insight from leadership guru Brian Tracy, emphasizing the importance of setting peace of mind as a primary goal in both life and business. Dr. Michelli explores how consumer skepticism often stems from companies failing to deliver on overambitious promises, highlighting the necessity for business…
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#93: Driving Superior Customer Experience with AI and Digital Transformation
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Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud man…
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Season 7, Episode 2: Manulife - transforming the Customer Experience and redefining the role of insurance in customers' lives.
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In this episode of Ipsos' Customer Perspective podcast, host Helen Bywater-Smith is joined by Zaheed Thawer, Director of Global Customer Centricity at leading insurance provider Manulife, and Vik Sood, EVP and Service Line Leader of CX Canada at Ipsos. Zaheed shares how Manulife is transforming the Customer Experience and redefining the role of ins…
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Customer Experience Expert: Why Emotions Are Important, Changemakers Vs. Hopefuls & You Need To Meet Your Customers
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In this Greatest Hits episode, Lauren is joined by customer experience expert, Jim Tincher. Jim is the Founder and CEO of Heart of the Customer, a customer experience consulting firm which seeks to map out customer journeys in order to increase engagement and loyalty. As well as leading customer engagement initiatives at Best Buy, Jim was the secon…
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Trends and Challenges in E-commerce Customer Experience with Sandeep Sachdeva
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Welcome to this episode of Humans of CX with your host, Garima. Our guest today is Sandeep Sachdeva, Head of Customer and Seller Experience at Snapdeal. Join us as we delve into the world of customer experience. Discover Sandeep's journey and insights as the Head of Customer Experience at Snapdeal. Learn about the skills needed for a successful car…
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Bank Customer Experience Summit keynote shares content strategies that work
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Content is king. But how should content rule? In order to properly serve customers, banks need a solid content strategy that both retains current customers and brings in new ones. In today's podcast episode, keynote speaker for the 2024 Bank Customer Experience Summit, Regina DeMars, director of content marketing and social media strategy, First Na…
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234: Transforming Customer Experience: Joel Passen on AI, Innovation, and Leadership with Joel Passen
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Joel Passen is a proven technology entrepreneur and leader with 20+ years of success creating value and driving measurable results at the intersections of sales, business development, product strategy, operations and customer experience. Before co-founding Sturdy, a next-gen customer experience solution that helps companies improve customer satisfa…
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What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then rea…
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#381: Great Wolf Lodge: Making an Impact on the Full Customer Experience by Evolving Customer Loyalty
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Send us a Text Message. With more than 20 locations in the U.S., Great Wolf Lodge is a popular chain of hotels featuring water parks and attractions that engage guests with a diverse set of lodging and dining options. Daily events are designed to entice families seeking a fun getaway and water park enthusiasts alike. Great Wolf’s Voyagers Club prog…
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Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059
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Send us a Text Message. Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots,…
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The First Customer - Shark Tank Series: The Smash Hit Success of Co-Founder Tim Swindle
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In this episode, I was lucky enough to interview Tim Swindle, co-founder of PaddleSmash. Tim shares his journey from growing up in Chicago and being inspired by his entrepreneur father to his early ventures, including a golf teaching business at age 12 and a successful software company called PointDrive, which was later acquired by LinkedIn. He als…
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Eternal Inflation is the idea that baby universes are being created all the time. It’s actually a dominant theory in cosmology today, not just an idea invented in the Marvel Cinematic Universe. When Tom Holland’s Peter Parker (aka Spiderman) starts babbling on about the multiverse in 2019’s Spider-Man: Far From Home, he’s actually babbling about cu…
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Navigating Leadership Challenges in Customer Success
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What if you could transform your business operations and customer success strategy simultaneously? Join us as we sit down with Sandeep Dube, the dynamic Chief Operations Officer and Chief Customer Success Officer at Intuit Mailchimp. Sandeep shares his unique career journey, offering insights into how a customer-centric approach transcends function…
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"How Seizing Opportunities Transformed Think Greek’s Visibility "
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In this episode, Emily Washcovick chats with Rosanne, general manager of Think Greek. From originating as a food truck, to winning the South Beach Wine and Food Fest and the title of the Best Bite in Town, Rosanne shares how innovation and creativity have set Think Greek apart. Learn about their journey to being featured on Food Network’s Best Bite…
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CR073: Massive scale legacy modernization with Jacqueline Hanson, Department for Work and Pensions (DWP)
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Modernizing legacy systems involves updating them to current technological standards, enhancing efficiency, scalability, integration capabilities, and mitigating maintenance costs and risks—a significant challenge in today's IT landscape. This week, Dave, Sjoukje, and Rob talk to Jacqueline Hanson, Director of Core Digital Services at Department fo…
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The First Customer - Shark Tank Series: Cooking in the 22nd Century with Founder Assaf Pashut
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In this episode, I was lucky enough to interview Assaf Pashut, the Founder of Chefee Robotics. Assaf shared his entrepreneurial journey, which began in Israel and Silicon Valley, where he developed a love for food and business. His initial foray into entrepreneurship was as a swim instructor, which later led him to start a catering business called …
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Transforming the energy industry through disruptive innovation
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Our topic today is disruptive innovation in the energy industry and beyond. We use energy every day. It powers our homes, buildings, economies, and lifestyles, but where it came from or how our use affects the global energy ecosystem is changing, and our energy ecosystem needs to change with it. My guest is Nadège Petit, the chief innovation office…
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#386: Insomnia Cookies: Launching a New Loyalty Program and Building Robust Customer Profiles for Increased Personalization
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Send us a Text Message. In 2003, Insomnia Cookies was founded by Seth Berkowitz, a University of Pennsylvania college student seeking a late-night sweet treat—a shared need that turned into an opportunity for Berkowitz on the UPenn campus. He baked cookies in his college house kitchen and delivered them to hungry students in the early hours of the …
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Why you absolutely should take part in the 2024 Visitor Attraction Website Survey
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Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your hosts are Paul Marden and Oz Austwick. Fill in the Rubber Cheese 2024 Visitor Attraction Website Survey - the annual benchmark statistics for the attractions sector. If …
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What do top-performing teams have in common?
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How well a leadership team performs can make or break an organization. But, given that market conditions are in constant flux, and C-suites are shouldering more responsibility than ever before, getting the balance right in your top team is far from easy. So, what are some of the key characteristics of a high-performing leadership team? How do succe…
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Ken Wilcox Former CEO of Silicon Valley Bank and Dr Chris L. Brown discussing Leadership and Culture | Relentless Customer Leader Podcast
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Summary Ken Wilcox, former CEO of Silicon Valley Bank, shares his journey and leadership philosophy. He emphasizes the importance of self-actualization and creating a positive customer experience. Ken's leadership style is centered around diversity in counsel and unity in action. He encourages decision-making at all levels of the organization and f…
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#385: Loyalty360 Loyalty Live | Nowell Outlaw, Switchfly
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Send us a Text Message. Switchfly was founded in 2003 as a travel technology startup. Today, Switchfly is a travel experience platform that allows brands to create memorable moments for employees. As a concept, the company is the silent partner in many of the major loyalty programs that consumers recognize. For the last 20 years, the company has be…
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This week, LJ and Rob launch their new format. The show now combines Staffing Industry news, insights on technology, and interviews with industry leaders. Highlights: Bullhorn's acquisition of TextKernel and its implications for Bullhorn for Salesforce users SIA's 2024 Largest Staffing Firms list Ideal Hire's addition of Heather Jennings as their n…
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498: Real-world use of product life cycle management – with John Rovnan
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Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Product lifecycle management is key to su…
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Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development. You…
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Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061
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Send us a Text Message. This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS professi…
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Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners 407-442-2694 Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
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Kamran Khan on transforming field support and customer services with augmented reality For years talk about augmented reality (AR) was everywhere but not everyone had access to it. At CareAR, they’ve found a way to democratize AR. This week Clinton sits down with Kamran Khan, VP of Partnerships at CareAR, to discuss how they’re providing enterprise…
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The psychology behind Blockbuster's $3B failure
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Today's episode was brought to you by Choice Hacking Coaching. Looking for clarity, focus, and confidence in your marketing and/or career? Behavioral Science-powered 1-on-1 Coaching could be a good match for you. ✅ Find Jen Clinehens and Choice Hacking online: INSTAGRAM/TWITTER/THREADS/LINKEDIN/TIKTOK/YOUTUBE: @choicehacking ✅ Join my free newslett…
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American Dental Association Driving Dentistry Forward For 160+ Years | Stephanie Crase Moritz
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Hey CX Nation, In this week's episode of The CXChronicles Podcast #235 we were live at Customer Contact Week in the Caesar's Forum Entertainment Center in Las Vegas for Customer Contact Week with Stephanie Crase Moritz, Chief Customer Innovation Officer at the American Dental Association based in Chicago, IL. The not-for-profit American Dental Asso…
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The First Customer - Shark Tank Series: Bean-to-Bar Brilliance with Co-Founder Ryan Bouton
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In this episode, I was lucky enough to interview Ryan Bouton, co-founder of Gatsby Chocolate. Ryan grew up in rural Virginia, and initially worked at Halo Top as the first employee and later leveraged that experience to co-found Gatsby Chocolate, the first-ever low-calorie chocolate on the market. Ryan emphasized the challenges and lessons learned …
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#384: Tim Hortons: Cultivating and Increasing Customer Engagement by Leveraging a Unique and Innovative Approach
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Send us a Text Message. Affectionally labeled as the “most Canadian brand in Canada,” Tim Hortons is a beloved quick-service restaurant (QSR) featuring coffee and other beverages, delicious donuts, breakfast favorites, and sandwiches. The brand counts more than 5,000 restaurants worldwide—with the majority of them located in Canada. Tim Hortons res…
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WEConnect brings together women-owned businesses and corporate buyers, worldwide
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Hear about their journey to help women-owned business level up in the global marketplace. Tamara McCleary, CEO of Thulium, sat down with WEConnect CEO and cofounder Elizabeth Vazquez, to discuss why and what it means to connect a formidable network of member-buyers with a collective annual purchasing power of $4 trillion with women-owned businesses…
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How to build scalable design systems that unite designers and developers
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In this episode, Nathan Isaacs talks with Parisa Bazl from Commvault Systems about building scalable design systems that unite developers and designers. Episode web page ----------------------- The Human Insight Summit (THiS) PROMO Code The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person cus…
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Send us a Text Message. Mel and Anna talk about their week: Anna has a big story to tell about her old work, all the assistant managers are being cut, don't play pick your poison, there is no karma, and Jax catches a thief or does he? Support the Show. Please support the channel by liking, subscribing, sharing and donating. Please help support the …
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How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience
28:38
28:38
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Customers can tell you why they do something, But they might be wrong. It's not that customers are stupid. No, it is quite the contrary. Customers' thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate mastercla…
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The First Customer - Shark Tank Series: The Couture of Confidence with Co-Founder Charisse Pasche
21:31
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In this episode, I was lucky enough to interview Charisse Pasche, co-founder and COO of Dapper Boi, an all-gender, body-inclusive clothing line based in San Diego. Charisse shares her journey from growing up as a first-generation Filipino immigrant in a family of entrepreneurs to co-founding Dapper Boi with her wife. She recounts their early busine…
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In 1978, James Burke, a science historian, brought us the TV series Connections. His interdisciplinary approach to exploring the history of scientific achievements demonstrated how interconnected so many things were. Burke’s contention was that one cannot consider the development of any piece of the modern world in isolation. Isolationist thinking …
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040: The multilayered anatomy of a generative AI voice assistant
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It's getting technical up in here! Kylie welcomes PolyAI CTO & Co-Founder Shawn Wen to the show to discuss the complexities of building high-quality voice AI systems. From the limitations of large language models (LLMs) to the nuances across each layer of the tech stack, they'll cover setting up audio channels, streaming speech recognition, voice a…
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Emmet Connolly, our long time VP of Product Design at Intercom, talks about how the recent advent of modern AI has us revisiting everything from how we design and build interfaces to how we think about the roadmaps of our products. This is us very much sharing what we’re learning at scale as we pivot in the hopes it will be valuable to you too as y…
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Autonomy and Guidelines - The Art of Front-Line Empowerment
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In this episode, Dr. Michelli addresses the critical issue of why employees leave their jobs, particularly in customer service roles. A significant story shared by a customer experience professional illustrates the problem: a lack of authority to resolve customer issues effectively led to her resignation. This scenario underscores the vital need fo…
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Scaling Sweet Success: The Tres Lecheria Journey
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Host Emily Washcovick sits down with Vincent Berretta, co-owner of Tres Lecheria, to discuss their journey from a small bakery to a wholesale supplier for grocery chains. Vincent shares valuable lessons on budgeting, funding, and scaling a business, emphasizing the importance of financial strength for stability and growth. Discover how Tres Lecheri…
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#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
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Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State U…
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CR072: The art of data visualization with Krishnan Venkata, LatentView Analytics
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Data visualization simplifies complex data, reveals trends, enhances decision-making, supports communication, and ultimately leading to more informed and effective business outcomes. This week Dave and Rob talk to Krishnan Venkata, Chief Client Officer at LatentView Analytics, about the impact of data visualization on leadership and the shift from …
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