Shows
Table 7Table 7 in Sweden: Design Delight At Christmas (Christmas Special)Imagine a masterclass with five of the world’s leading Customer Experience minds, recorded live with an audience. That’s this episode.
We brought Michel Stevens, Mikkel Korntved, Dimitri Jambé, Dominik Olejko, and Nancy Haenen together on one stage at Dialogkonferansen 2025 for a special Christmas recording. They cut through the noise to deliver the core strategies that move the needle:
• The critical, actionable art of customer listening.
• The undeniable data linking staff morale to customer satisfaction.
• A persuasive framework for securing executive buy-in and budget for CX initiatives.
• Candid stories and proven advice from r...
2025-12-1658 min
Table 7Table Stakes - The Myth of Loyalty with Dale W. HarrisonThink your most frequent customer is your most loyal one? You're probably wrong.
This topic was so information-dense and critical, we had to make this a special double-length episode. Loyalty expert Dale W. Harrison delivers an authoritative, no-fluff masterclass that challenges outdated brand strategies.
He explains why "it's not how often someone buys your brand" that defines loyalty.
So, what is the real metric?
Dale breaks it down: True customer loyalty is measured by the "proportion of total purchases that go to a specific brand". A customer who buys from you 10...
2025-12-091h 01
Tiempo de DeportesMario Aguilar, campeón de Andalucía de CxM con la selección gaditana; Leticia Rosado 8ª
Mario Aguilar se ha proclamado campeón de Andalucía de CxM con la selección gaditana en el campeonato autonómico celebrado el pasado fin de semana en Puerto Serrano, en la V CxM Toleta. El ubriqueño (2:34:53) lograba la 3ª posición absoluta de la prueba, entrando a meta junto a Cristian López (2º clasificado), y solo tres minutos por detrás de Jamadi Ibañez, todos ellos pertenecientes al combinado gaditano que se alzó con el título con una importante superioridad ya que los cuatro que puntuaron finalizaban dentro de los 10 primeros clasificados. En octava posici...
2025-11-2600 min
Table 7Table Stakes - Metrics that Predict Program Success with Anouk DevrieseWhy do so many change programs fail? Leaders track budgets, timelines, and milestones, but they miss the single most important metric that predicts success.
In this authoritative, practical episode, organizational expert Anouk Devriese reveals the #1 predictor of change failure: Cultural Alignment.
She explores the direct "causal link between culture and strategy failure", using the powerful example of what happens when you force an "aggressive sales strategy" into a "clan culture"—one that "is like one big family".
The hard truth? It simply "won't work". This "cultural misalignment" is a metric you can assess, an...
2025-11-2525 min
あつまれ！CX研究室 みんなではじめる顧客体験マネジメント#γ【bonus】最後の出張？番組は全30回で終了ですが、CXMの旅はまだまだ続きます一旦さようなら：CX研究室とまたどこかでお会いしましょう最終回記念で、オーディナリーとピープルがブログへ3度目の顔出し。反響や裏話などゆるく振り返っている様子をお届け。*bonus trackですブログはこちらから👉️https://mctinc.jp/blog/20251120———————————————🧸番組eBook全30回の番組内容を資料として1冊にまとめた『(eBook)みんなではじめるCXマネジメント』を公開！ポータルサイトから無料でダウンロードいただけます。【URL】https://mctinc.jp/podcast/cxm-lab/atsumare/———————————————📕より本格的に学びたい方へpodcastの内容を深堀りした書籍『いちばんやさしいCX経営の教科書』が2025年10/2より発売です。【URL】https://mctinc.jp/cxm———————————————🎧️各プラットフォームで配信中番組をお好きな場所でお聞ききいただけます。詳しくは下記リンクから。Spotify｜https://bit.ly/s_cxmlabYouTube｜https://bit.ly/y_cxmlabApple podcast｜https://apple.co/4lDwL2LAmazon Music｜https://amzn.to/4mTle0fYouTube Music｜https://bit.ly/ym_cxmlab———————————————🙋運営会社mctについてわたしたちmctは、新鮮なインサイトで一緒にビジネスを変革する、デザインコンサルティングファームです。皆さんと伴走しながら、新鮮なインサイトとアイデアを導き出し、ビジネスの変革と持続的な成長をお手伝いしています。【URL】https://mctinc.jp/ ＝＝＝＝＝＝＝🎤番組について提供価値を最大化するCX（顧客体験）、戦略的に設計・改善できていますか？この番組は、顧客体験向上のヒントを学べるpodcast番組です。———————————————番組で学べる主なテーマ• CXの基本とビジョン構築：組織やチームで共有できる「いい体験」の定義づくり• インサイト理解とCXデザイン：本音や欲求を掴み、ジャーニーマップで可視化• 改善サイクルと測定：小さく試して学ぶABテストと3つの測定視点• 組織に根付くCX文化：ガバナンス・カルチャー・EXとの関係• デジタル活用：スケールを保ちながら質を維持する技術とデータ活用• ツール導入の要点：目的設定と現場連携の重要性———————————————
2025-11-1901 min
Table 7Table Stakes - Employee-led transformations are the BEST with Ed MurphyWhy do so many big transformations fail to deliver? According to organizational change expert Edward Murphy, it's because leaders are missing the single most critical component: their employees.
The best transformations aren't just pushed onto employees; they are employee-led.
In this practical, no-fluff discussion, Ed breaks down why "co-creation" is the key to success. When you "get the employees involved" from the very beginning, you don't just get buy-in; you get a deeper level of engagement, understanding, and commitment.
This is a masterclass in:
Involving employees in "strategy" and "vision" creation.
2025-11-1831 min
Table 7Table Stakes - Stakeholders that make or break it with Jannecke Drangert-HvedingWhy do so many massive, top-down transformation programs fail? We build complex frameworks and try to "persuade" people... but we forget the most important part.
In this podcast, transformation expert Jannecke Drangert-Hveding shares practical, results-oriented insights that will change your entire approach: stop trying to force change and "start small, one conversation at a time."
Jannecke explains that "real transformation begins in small conversations" because true "human alignment" is the only thing that creates lasting momentum. It's not about fighting resistance; it's about "mobilizing energy."
This is a masterclass in:
Understanding "...
2025-11-1124 min
System Admin InsightsiCIMS Hacks: CXM prep + offer date workaroundTtips to avoid “implementation spookiness” as one team gears up for an iCIMS CXM project, while Vivian explained a clever workaround for tracking offer accepted dates using the “updated date” field.Join our Friday Call: https://system-admin-insights.circle.so/eventsStart a free 1-month trial: https://system-admin-insights.circle.so/c/icims-discussion/#iCIMS #HRTechhttps://systemadmininsights.com/
2025-11-0547 min
Table 7Table Stakes - Getting CX Buy-In Without The Battle with Alain ThysEver launched a CX transformation with a big bang, only to watch it… fizzle out?
You're not alone. It’s that “painfully familiar scenario”: the kickoff is energizing, but six months later, everyone reverts to old behaviors, and your big initiative quietly fades into the background.
It’s one of the most frustrating realities in CX. But why does it happen? And how do you finally make change stick?
In this episode of Table Stakes, our Course Director Michel Stevens sits down with the man who literally wrote the book on it. Alain Thys, auth...
2025-11-0438 min
Table 7Table Stakes - Beyond the Survey Trap with Frances ChapireauAcross the globe people are measuring the customer experience with metrics like Net Promoter Score , Customer Satisfaction, or Customer Effort Score. These are very good metrics to measure the perception a customer has as they effectively measure the (perceived) Value for the Customer.
What these don’t tell is what the Value for the Business, all the while organizations want to understand this. These metrics don’t tell either is what the context was
under which these perceptions were created.
And yet, this is where the key lies. This is one of the traps peop...
2025-10-2844 min
Kpop Boy Bands Gossip NewsSEVENTEEN Sub-Unit CxM Debuts at No. 1 on Billboard's Emerging Artists ChartSEVENTEEN Sub-Unit CxM Debuts at No. 1 on Billboard's Emerging Artists Chart.
2025-10-2407 min
Table 7Table Stakes - Using Research to Drive Conversions with Daniël Granja Baltazar"We put the customer first", "we are customer-centric" and "we listen to our customers" are promises often heard among management. But what's behind these promises?
Unfortunately, you often don't have to dig deep under the surface to reveal lack of action and consequences behind promises. The customers feel disappointed, the employees don't believe it, and management wonders: why did all the good intentions fail?
The answer: Simply because it's not sufficient to have "good intentions" when putting Customer Experience on the agenda. Customer Experience must show financial value if you wish to ensure full backing...
2025-10-2140 min
Table 7Table Stakes - Make Data Drive Change with Brent DykesYou've put in the work, you've crunched the numbers, you've built the perfect dashboard and yet nothing changes. Your brilliant insights are dying a silent death on a PowerPoint slide.
The numbers speak to you but they're mute to the rest of the room. You've spent countless hours in the data trenches, and the story you've uncovered is crystal clear to you. But when you present your findings, you get a blank stare and a polite nod, and then your insights quietly fade into the background. Your hard work just became part of the digital wallpaper.
2025-10-1434 min
1 to Sarang139. Our CxM HYPE VIBES Uncensored Album ReviewSEVENTEEN’s Hot Guys are serving heat and heart! 🔥 S.Coups and Mingyu — aka CxM — turn up the temperature with their debut sub-unit album “Hype Vibes.” In this episode, we unpack how this release had us feeling ourselves: from “Worth It’s” flirty groove to “Earth’s” euphoric lift. We also dive into the album’s core message — living boldly and fully in the moment — and how SEVENTEEN continues to show us what that really means.-------New episode every Thursday 8PM!-------Music by DJ ERPAT.
2025-10-091h 18
BeyondCXM – Customer Experience Management weitergedacht.Customer Experience im Zeitalter der KI – 5. Teil. Mit Jan Schoenmakers, Hase & Igel
Beyond CXM – Episode 40: Analytische KI als Gamechanger im Customer Experience Management
Zusammenfassung
In der 40. Episode des Podcasts Beyond CXM und dem fünften Teil der KI-Miniserie begrüßt Moderator Daniel Renggli den CEO und Gründer von Hase & Igel, Jan Schoenmakers. Gemeinsam tauchen sie tief in die Möglichkeiten analytischer KI ein, insbesondere wie sie das Customer Experience Management (CXM), Marketing- und Vertriebsprozesse transformieren kann.
Jan Schoenmakers teilt praxisnahe Einblicke aus seiner langjährigen Erfahrung als Marketingexperte, KI-Pionier und mehrfacher Startup-Gründer. Dabei geht es unter anderem darum, wie Unternehmen mithilfe analytischer KI besser au...
2025-10-0659 min
K-ALL5, 4, 3 (Pretty woman) (feat. Lay Bankz) by CXM of Seventeen (First Time Reaction!)In this bonus episode, I react to Seventeen’s brand-new subunit CXM, featuring Mingyu and S.Coups, and their debut track ‘5 4 3 Pretty Woman’ with Lay Bankz! I was not ready for the visuals, the vibe, or how catchy this song is. I break down the music video, themes, fashion, and those standout moments from both Mingyu and S.Coups.
And this episode is packed with surprises! 💣
I share all about my recent experience seeing ONE PACT live (yes, it was amazing!)
I tease my upcoming interview with the group
BTS’s Jungkook makes an appearance in my commentary
And the biggest...
2025-09-3010 min
The Indian AdGeekThe Integration Equation - feat. Anita Kotwani (Chief Client Officer - Dentsu South Asia)In this episode of The Indian AdGeek, we sit down with Anita Kotwani, Chief Client Officer at Dentsu South Asia, to unpack over two decades of industry evolution. From swapping a law degree for manual media formulas to leading digital-first transformation across Creative, Media, CXM, BX, Retail, and Commerce, Anita shares the pivotal moments that reshaped her career and the broader ad landscape.
Join us as we explore:
📺 The career pivot from law to advertising and the dramatic shifts Anita has witnessed
📺 Why traditional reach and frequency metrics are giving way to more nuanced KPIs
📺 How leadership experiences at Mindshare, Carat, an...
2025-09-281h 10
天下學習【管理ON AIR Ep.8】未來的顧客？AI 比你更懂他！ ft.夏雨農你們有沒有想過，未來的 CXM，可能比你的另一半還了解你喜歡什麼、什麼時候心情不好？ 當 AI 不再只是科幻電影情節，而是成為企業的超強助攻時，CRM也迎來了前所未有的挑戰與機遇。如果說 CRM 是你的戀愛紀錄簿，詳實記錄你跟另一半的年齡、喜好、消費次數，那麼 AI + CXM 的新趨勢，就是能預測你們下一步想做什麼，甚至主動為他安排一場驚喜約會！ 別擔心！這集《管理on air》再度邀請到台灣美庫爾董事總經理 Scott，為我們深度解析這股 AI + CXM + CRM 的新浪潮。Scott 認為，AI 正在扮演我們的「數位分身」，它被我們授權，代表著我們，並與品牌進行互動，甚至能做出消費決策。 這也意味著，未來品牌行銷的對象，可能就是這些智慧化的「AI 代理人」。這是一場全新的挑戰！想知道 AI 如何助攻行銷，並獲得 Scott 親自設計的〈Agent to Agent步驟圖〉？趕快點開這集，一起學習在未來，打造一個比你更懂客戶的智慧品牌吧！ 【本集重點】 00:43 AI數位分身：顧客「數位分身」參戰！ 08:36 行銷新對象：AI跟AI交朋友？必須的～ 10:53 AI資料治理：資料主權到底誰說了算？ 12:17 全員害怕中......A2A是取代還是協作？ 18:38 驚喜服務：課程優惠折扣碼、〈Agent to Agent步驟圖〉下載 主持人：天下學習研發長 盧智芳 來賓：台灣美庫爾董事總經理 夏雨農 製作團隊：天下學習、趙蓉詩、陳繹方 ＊夏雨農的Next CXM顧客價值變現工程學。結帳輸入【管理500】，再折500元！課程連結：https://hi.cw.com.tw/u/j8tiIgl/ ＊〈Agent to Agent步驟圖〉下載網址：https://pse.is/8394f5 ＊更多管理領導心法到「天下學習」，開始上課：https://bit.ly/3G1YcBC ＊立即探索《天下學習》：https://hi.cw.com.tw/u/j85asib/ ＊訂閱天下全閱讀：https://bit.ly/3STpEpV ＊意見信箱：bill@cw.com.tw Powered by Firstory Hosting
2025-09-2321 min
Table 7Table 7 in Norway - Where the fjords meet choicesAnchor yourself in Oslo for a very special episode of Table 7, recorded live at the historic Fram Museum—home of the famed polar exploration ship, the Fram.
Join your host Michel Stevens as he navigates the evolving waters of customer experience with three of Norway's most esteemed CX pioneers: Helge Tennø, Jannecke Drangert-Hveding and Janine Hess
In this episode, we explore:
🌊 Why Norway's digital-first society sets sky-high customer expectations.
🤖 The real-world balance between AI-driven efficiency and human-centric design.
📖 How powerful storytelling builds belonging in a commoditized world.
⏳ Why time is the ultimate curre...
2025-09-1858 min
天下學習【管理ON AIR Ep.7】CXM＋CRM＝魔法組合，還是災難現場？ft.夏雨農如果說 CRM 是你的戀愛紀錄簿，詳實記錄著顧客的年齡、喜好和消費次數，那 CXM 就是你的求生指南！因為顧客的體驗，比數據更感性。如果這兩者不搭配，你很可能就是那個明明手握大數據，卻依然搞砸關係的「戀愛腦」行銷人！ 別擔心！這集《管理on air》再度邀請到台灣美庫爾董事總經理 Scott，為我們帶來經營顧客關係的「魔法組合」攻略！ CRM 升級 CXM 的三大關鍵：從靜態到動態，再到超個性化！首先，想提供米其林級的服務，你的後場支援也必須是米其林級。Scott 提醒，許多品牌在做超個人化行銷時，背後是用「工人智慧」在手動處理，不僅效率低，還超容易出錯，任何一次失手，都可能導致這段關係直接「斷片」！ 這場從 CRM 到 CXM 的升級，不只是買個新系統，更是一場需要 CEO 親自下海的「組織解鎖工程」。想知道如何讓你的顧客服務從「災難現場」變成「魔法組合」嗎？想學習如何打造 CXM＋CRM 整合流程，實現「體驗＋關係」雙贏嗎？趕快點開這集，一起學習如何讓數據不只躺在電腦裡，還能真正動起來，成為你維繫顧客關係的強大武器！ 【本集重點】 01:10 我們不一樣～文靜的CRM、超個性化的CXM 03:32 要有米其林五星的服務，就要有五星級的後場！ 04:20 千人千面不重要？！「剛剛好的體驗」才是重點 09:37 了解自己好做事，小品牌的CXM生存術 15:18 數據很難懂？？？組織整合才是大問題 18:31 驚喜服務：課程優惠折扣碼、〈會員體驗營運工程圖〉下載 主持人：天下學習研發長 盧智芳 來賓：台灣美庫爾董事總經理 夏雨農 製作團隊：天下學習、趙蓉詩、陳繹方 ＊夏雨農的Next CXM顧客價值變現工程學。結帳輸入【管理500】，再折500元！課程連結：https://hi.cw.com.tw/u/j8tiIgl/ ＊〈會員體驗營運工程圖〉下載網址：https://pse.is/8394f5 ＊更多管理領導心法到「天下學習」，開始上課：https://bit.ly/3G1YcBC ＊立即探索《天下學習》：https://hi.cw.com.tw/u/j85asib/ ＊訂閱天下全閱讀：https://bit.ly/3STpEpV ＊意見信箱：bill@cw.com.tw Powered by Firstory Hosting
2025-09-1619 min
Table 7Table Stakes - From Career to EntrepreneurIn this episode of "Table Stakes," host Michel Stevens dives into the world of entrepreneurship within customer experience. Joined by experts Elles, Bartek Lechowski, and Anna-Maija Tanninen, they explore the highs and lows of taking the entrepreneurial leap.
From the skills needed beyond expertise to the mindset that can make or break your journey, this conversation uncovers the raw truths of forging your own path. Whether you're considering freelancing, launching a consultancy, or leaving the traditional nine-to-five, this episode offers invaluable insights and advice for those ready to bet on themselves.
Tune in for an...
2025-09-0941 min
SEVENTEEN Kpop Boy Band ForeverSEVENTEEN’s S.Coups and Mingyu form new sub-unit CxMSEVENTEEN’s S.Coups and Mingyu form new sub-unit CxM.
2025-09-0309 min
Table 7Table 7 in Bulgaria - Where CX is Being BuiltThis month on Table Seven, we’re unpacking how Bulgarian businesses are navigating the digital age – where customer expectations meet old-school charm. (Yes, we did discuss why McDonald’s kiosks haven’t caught on here. Turns out, we still like a human touch.)
Join us for insights on:
* The self-service dilemma – When efficiency clashes with "but I want someone to hand me my fries"
* AI’s awkward phase – Why chatbots haven’t quite won us over (yet)
* The workforce behind the magic – How to keep both employees and customers happy (it’s harder than it sounds)
...
2025-08-141h 02
Michael Martino ShowMastering Customer Experience ManagementWhat Is Customer Experience Management? Customer experience management is the discipline of understanding, designing, and optimizing every interaction a customer has with your brand—across channels, over time. It’s not just about having a call center or a website—it’s about orchestrating a journey that’s seamless, personalized, and responsive to the customer’s needs. CXM includes three big components: Journey mapping – identifying key customer touchpoints Listening and measuring – collecting feedback, analytics, and sentiment Acting on insights – using data to improve and personalize service Gre...
2025-08-1404 min
Datamatics ThoughtPodExtend CRMs and Empower CXM with Agent AssistIn this episode, learn how Agent Assist (a CRM‑integrated Agent Copilot powered by Small Language Models) enables customer service agents to instantly retrieve and synthesize live CRM data via simple language prompts—improving first‑time resolution, response consistency, and agent confidence. Discover how this AI assistant provides personalized support using transcription-driven QA feedback and best-practice answers, driving CXM effectiveness while enhancing brand reputation and operational efficiency.https://blog.datamatics.com/extend-crms-and-empower-cxm-with-agent-assist
2025-07-2104 min
Table 7Table 7 in Poland - You Can See the Future From HereThis episode is so packed with insights, even our AI bots needed a coffee break.
A few Takeaways:
✅ Trust in finance? More like "trust but verify… with ChatGPT."
✅ The best CX starts with hiring people who 𝒍𝒊𝒌𝒆 people.
✅ The secret sauce behind "human magic" in CX
✅ And so much more
Starring Dominik Olejko, Paulina Garstka, Bartek Lechowski and Michel Stevens
Watch the episode... before your competitors do. 😉
2025-07-011h 17Datamatics ThoughtPodAutomate Quality Assurance to improve Omnichannel CXMIn this episode, explore how automating quality assurance in omnichannel customer experience management (CXM) enables 100% analysis of customer interactions—leveraging text analytics, sentiment analysis, and topic modeling to assess agent performance, uncover hidden pain points, and ensure personalized, high-quality support across all touchpoints. Discover how this approach enhances credibility, trust, and satisfaction by moving beyond sampling to comprehensive, AI-powered QA. https://blog.datamatics.com/automate-quality-assurance-to-improve-omnichannel-cxm
2025-06-2604 minDatamatics ThoughtPodExtend CRMs and Empower CXM with Agent AssistIn this episode, discover how Agent Assist—powered by Small Language Models and integrated with CRM systems—delivers real-time, context-aware information to customer service agents, boosting first-time resolution, response consistency, and agent efficiency. Learn how it uses live CRM data, transcripts, and historical insights to personalize conversations, enhance QA, reduce errors, and elevate overall customer experience and brand reputation.https://blog.datamatics.com/extend-crms-and-empower-cxm-with-agent-assist
2025-06-2605 min
Radio VictoriaEl VIII CxM Trail Nocturno `La Jábega´ de Rincón de la Victoria bate récord con 650 inscripciones en menos de una semanaEl alcalde de Rincón de la Victoria, Francisco Salado (PP), junto al concejal de Deportes, Antonio José Martín (PP), y miembros del Club Atletismo Rincón han presentado hoy la camiseta oficial del VIII CxM Trail Nocturno ‘La Jábega’, una edición histórica que ha registrado 650 inscripciones en menos de una semana.
El regidor ha sido el primero en recibir la nueva camiseta de manos de los representantes del club organizador. “Felicito al Club Atletismo Rincón por este nuevo récord de participación y por la imagen de la camiseta que lucirán 650 personas de todas las edad...
2025-06-2010 min
Table 7Table 7 in Belgium: Delight Defined by DifferencesCulture & Connection: How Culture Shapes Customer Experience in Belgium
Is your customer experience strategy stuck in a one-size-fits-all approach? Or do you assume that digital transformation alone will solve your CX challenges?
Time for a reality check.
Join Michel Stevens in the second episode of Table 7 at Antwerp’s breathtaking Botanic Sanctuary—a former monastery turned luxury hotel—where he sits down with three Belgian CX visionaries:
A customer service alchemist who turns frustrated calls into loyal relationships (Dimitri)
A multidisciplinary business designer who blends data, rugby, and homemade hot sauce into customer soluti...
2025-06-031h 16
M觀點 | 科技X商業X投資EP204. 輝達的地緣政治題、拉奇祖克伯大和解、特斯拉無人車隊近了 | M觀點❖ 天下學習x 夏雨農 Next CXM顧客價值變現工程學 ❖
→ 商業升維｜從 CRM 操作升級為 CXM 策略設計
→ 系統思維｜讓顧客經營走出部門本位與數據困境
→ 工程方法｜模組化經營工具 × 五層顧客體驗架構
→ 真實戰法｜整理來自跨國品牌顧問案的可複製經驗
🎁 6/5 前限時預購低於 44 折，專屬優惠輸入「sdh500」再折500元
👉課程介紹：https://hi.cw.com.tw/u/j4ptV9O/
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科技巨頭解碼周年慶：https://bit.ly/4kjo269
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EP204. 輝達的地緣政治題、拉奇祖克伯大和解、特斯拉無人車隊近了 | M觀點
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(00:40) EP203 預告
(03:00) 業配時間：天下學習x 夏雨農 Next CXM顧客價值變現工程學
(09:15) 前菜話題: 科技巨頭解碼五周年慶
(18:25) 第一個話題 : 輝達的地緣政治題
(48:54) 第二個話題 ：拉奇祖克伯大和解
(58:52) 第三個話題 ：特斯拉無人車隊近了
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M觀點資訊
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科技巨頭解碼: https://bit.ly/3koflbU
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2025-06-021h 11
The CX Lens: Rethinking leadership through the customer lensThe B2B CX Shift: Competing on Experience in 2025In this episode of The CX Lens, we delve into the evolving landscape of B2B customer experience management (CXM) as we approach 2025. With CX becoming a pivotal differentiator, B2B organizations face the challenge of delivering value across complex customer journeys involving multiple stakeholders. We explore strategic CXM archetypes, the impact of emerging technologies like AI and blockchain, and how leaders can align CX initiatives with both operational efficiency and emotional resonance.💡 What You’ll Learn:The growing significance of CXM in B2B marketsThree universal CX goals: Relieve, Enable, Enrich...
2025-06-0216 min
Humans of TelecomEpisode 61: Raluca Berchiu, CEO & Founder of CXMRaluca Berchiu, CEO of CXM, shares her journey from Transylvania to Dubai, beginning with icy 5 a.m. swims and leading to the creation of a purpose-led business in telecom. In this episode of Humans of Telecom, she opens up about discipline, intuition, and the leap that changed everything.From childhood lessons on her grandmother’s balcony to leading CXM in one of the world’s fastest-growing markets, this episode explores the inner engine that drives true transformation.Learn how storytelling, discomfort, and saying “yes” to bold opportunities shaped Raluca’s unique lea...
2025-05-2723 min
查理的創業化合物EP95 為什麼留住舊客比找新客重要6倍？世界500強企業都在用的打造高價值客戶的五層實戰法 ft. 電通集團 台灣美庫爾 董事總經理 夏雨農 Scott槓桿不賭命是一檔美股投資者的真實記錄，我是何星。每集我會完整告訴你我的資產配置，以及如何運用槓桿跟著資本成長。你我都是普通人，我不追求成功，我只想要生活輕鬆。如果你跟我一樣，podcast搜尋槓桿不賭命 https://fstry.pse.is/8h2yaz —— 以上為 Firstory Podcast 廣告 —— 你是否為「首單即終單」的客戶體驗困境所苦？行銷成本不斷攀升，企業經營卻缺乏穩定性？這集邀請到 電通集團 Merkle 台灣董事總經理 Scott 夏雨農，深入剖析他如何以顧客體驗為核心，協助全球500大品牌打造長期有效的客戶關係，真正讓行銷成為企業資產，而不是只靠運氣的短期操作 ❖ 夏雨農 Scott 的 Next CXM 顧客價值變現工程學 ❖ → 商業升維｜從 CRM 操作升級為 CXM 策略設計 → 系統思維｜讓顧客經營走出部門本位與數據困境 → 工程方法｜模組化經營工具 × 五層顧客體驗架構 → 真實戰法｜整理來自跨國品牌顧問案的可複製經驗 🎁6/5前限時預購低於44 折，專屬優惠輸入「charlie500」再折500元 👉課程介紹：https://lihi2.com/FBYTa 本集節目感謝「天下學習」贊助播出 Scott 結合心理學背景與數位行銷實戰經驗，提出一套簡潔有力的「顧客價值路徑設計」四步驟，幫助你從0打造出具備轉換力的會員旅程。從 CRM 到 CXM，從單次成交到企業級關係經營，Scott 強調：記住顧客不夠，還要主動提醒他你存在。 無論你是中小品牌、自媒體創業者還是 B2B 業主，這集都能讓你重新理解顧客經營的本質。 👉加入查理的 Line 社群，享有最新資訊及各種優惠! 👉這裡入群：https://lihi2.com/qtT9k 😍感謝超讚的錄音室場地 MicMind Studio，預約結帳時輸入折扣碼「charlie」可享9折優惠 👉這裡預約：https://lihi2.com/ii659 Outlines： 00:00:00 創業公司規模化發展中的系統性思考 00:01:07 嘉賓介紹：Merkle 董事總經理夏雨農的背景與 People Data 00:03:58 廣告行銷的演變與 Merkle 的服務 00:07:07 從 CRM 到 CXM：顧客關係管理的演進 00:09:18 CXM 的關鍵：加速顧客認同與轉化 00:11:07 設計顧客旅程：從認識到沉迷品牌體驗 00:13:13 餐廳案例：如何設計顧客體驗 00:17:27 體驗價值：款待與熟悉 00:18:43 LTV 與體驗兼顧：利益交換與體驗 00:20:18 A2A 時代：數位環境中的服務 00:23:27 小型零售服務業如何應用會員經營 00:25:06 CRM 的核心：Remember 與 Remind 00:27:37 顧客分級：價值角度與服務角度 00:29:34 會員分級的新趨勢：解鎖個性化優惠 00:32:35 經營的本質：安全感與穩定性 00:35:35 顧客顆粒化：新舊客比例與穩定增長 00:39:41 如何建立會員數據：資產化過程 00:42:08 被記住的重要性：建立信任與購買 00:43:11 CXM 的五層設計：顧客體驗工程框架 00:51:43 系統性思考：全局觀與關聯性 00:53:02 Next CXM 顧客價值變現工程學課程介紹 00:55:05 共識與共感：團隊協作的重要性 00:57:15 跨部門協作：理解彼此的挑戰 01:00:01 會員經營：建立護城河 01:04:05 顧客價值路徑設計：終點定義 01:06:33 顧客價值路徑設計：起點與節點 01:09:01 顧客價值路徑設計：會員制度雛形 01:10:44 共創、共識與共感：團隊協作 01:12:22 體驗一致性：避免體驗落差 01:14:05 共同責任感：跨部門協作 01:15:27 尊榮感與 B2B 適用性 01:17:24 B2B 的 Meta Wish 01:18:13 總結：會員經營的顛覆性認知 #天下雜誌 #天下學習 #客戶關係管理 #客戶體驗 #體驗設計 👉 加入查理的 Line 社群 https://lihi2.com/qtT9k ❤️ 訂閱查理的創業化合物頻道： https://www.youtube.com/@charlies.insight ❤️ 追蹤查理的創業化合物 IG：https://www.instagram.com/charlies.insight/ ❤️ 來看查理的創業化合物粉專 ：https://www.facebook.com/charlies.insight ❤️ 追蹤查理本人的 IG：https://www.instagram.com/charlie819698 【 查理的創業化合物 Podcast 】 🎧 Apple Podcast：https://reurl.cc/dyOz7V 🎧 Spotify：https://reurl.cc/2j7MWr 🎧 KKBOX：https://kkbox.fm/0t0G9Y 🎧 YouTube：https://reurl.cc/Gnr6pp 合作來信: charlie@micmind.studio Powered by Firstory Hosting
2025-05-271h 24
Above The TreelineInside the Shift from CCM to CXM with Henri DuraIn this inaugural TreelinePress interview, I sat down with Henri Dura, former Chief Marketing & Strategy Officer at Neopost (now Quadient) to discuss one of the biggest transformations in our industry: the shift from Customer Communications Management (CCM) to Customer Experience Management (CXM).Henri has had a front-row seat for this evolution, helping lead Neopost’s transition from a hardware-driven mailing business to a global software and services provider. Our conversation covered the major forces shaping this shift, including the rising expectations of digital-first consumers, the evolving role of print, and the growing impact of AI....
2025-05-2228 min
郝聲音郝聲音：（下）夏雨農老師的『Next CXM顧客價值變現工程學 』❖ 夏雨農的Next CXM顧客價值變現工程學 ❖ → 商業升維｜從 CRM 操作升級為 CXM 策略設計 → 系統思維｜讓顧客經營走出部門本位與數據困境 → 工程方法｜模組化經營工具 × 五層顧客體驗架構 → 真實戰法｜整理來自跨國品牌顧問案的可複製經驗 🎁5/30前限時預購低於44 折，專屬優惠輸入「sdh500」再折500元 👉課程介紹：https://hi.cw.com.tw/u/j4ptV9O/ 小額贊助支持本節目： https://open.firstory.me/user/ckfnpunqe136d08003p6lzdmn 留言告訴我你對這一集的想法： https://open.firstory.me/user/ckfnpunqe136d08003p6lzdmn/comments Powered by Firstory Hosting
2025-05-1919 min
郝聲音郝聲音：（上）夏雨農老師的『Next CXM顧客價值變現工程學 』❖ 夏雨農的Next CXM顧客價值變現工程學 ❖ → 商業升維｜從 CRM 操作升級為 CXM 策略設計 → 系統思維｜讓顧客經營走出部門本位與數據困境 → 工程方法｜模組化經營工具 × 五層顧客體驗架構 → 真實戰法｜整理來自跨國品牌顧問案的可複製經驗 🎁5/30前限時預購低於44 折，專屬優惠輸入「sdh500」再折500元 👉課程介紹：https://hi.cw.com.tw/u/j4ptV9O/ 小額贊助支持本節目： https://open.firstory.me/user/ckfnpunqe136d08003p6lzdmn 留言告訴我你對這一集的想法： https://open.firstory.me/user/ckfnpunqe136d08003p6lzdmn/comments Powered by Firstory Hosting
2025-05-1917 min
天下學習【快樂工作人 Ep.194】為什麼你一直滑手機買東西？原來品牌這樣設計你！你是不是也每天早上打開手機，被滿滿的推播、電子報、Podcast通知「召喚」？午休滑一下 IG，莫名就又被勾進購物車？ 這不是你意志力不夠，而是品牌真的太懂你。但，你知道他們怎麼「懂」你的嗎？ 本集邀請到台灣美庫爾董事總經理——夏雨農Scott，帶我們解密數據時代的讀心術：如何讓會員越用越值錢？帶你培養最懂人心的會員經營思維。他擁有20年以上數位行銷與CRM實戰經驗，服務過速食龍頭、高訂價汽車等國際品牌，同時也是亞洲各大行銷論壇的重量級講者。 Scott不藏私地分享他的數據讀心術 × 會員經營心法大揭密：這是一場關於數據與人心的深度對話，適合每一位想打造忠誠顧客關係的經營者、行銷人與創業者。馬上收聽，一起升級你的顧客經營思維！ 【本集重點】 03:08｜顧客的心好難懂？兩個「R」搞定CRM底層邏輯！ 06:30｜會員是一種「資產」，為什麼有的公司折舊、有的卻會增值？ 16:57｜流量紅利退潮，會員才是真正護城河！ 19:42｜折扣送再多也沒用？破解社群行銷的迷思！ 27:50｜體驗時代來臨：CRM不夠用了，你需要CXM！ 31:31｜數據時代的行銷聖經：別只「低頭衝」，要先「看終點線在哪」 39:37｜會員經營思維大翻轉：從After轉向Before！ 主持人：天下學習副主編 吳佩旻 來賓：台灣美庫爾董事總經理 夏雨農 製作團隊：張雅媛、邱宇豪 Next CXM顧客價值變現工程學 ❖ → 商業升維｜從 CRM 操作升級為 CXM 策略設計 → 系統思維｜讓顧客經營走出部門本位與數據困境 → 工程方法｜模組化經營工具 × 五層顧客體驗架構 → 真實戰法｜整理來自跨國品牌顧問案的可複製經驗 ＊Cheers聽眾結帳輸入【CJSC500】，再折500元！課程連結：https://hi.cw.com.tw/u/j4wuKEc/ ＊立刻加入Line好友，接收每週最新Podcast資訊：https://maac.io/2DJHd ＊用聽的不夠？每週職場最新趨勢，免費訂閱電子報：https://bit.ly/42kR7Vi ＊意見信箱：bill@cw.com.tw Powered by Firstory Hosting
2025-05-1244 min
Table 7Table 7 in Denmark: Michelin Stars & Marketing MindsMichelin Stars & Marketing Minds
Think personalization is just using someone's first name? Think again. Or maybe you think Michelin-star service secrets don't apply to your business?
Prepare to be surprised.
Michel Stevens pulls up a chair at Table 7 in Copenhagen with three Danish CX Pros: a 3-star Michelin restaurateur (Tina), a personalization guru who literally wrote the book on it (Rasmus), and an insightful expert on Customer Loyalty and Customer Centricity who's seen it all (Mikkel).
Get an honest view on Danish culture's impact on CX (hello, Janteloven!), why you should hire "...
2025-05-061h 14
吳淡如人生實用商學院EP1955【吳淡如Ｘ夏雨農】顧客才是你的現金流：打造高價值客戶的5層實戰法在這個市場動盪、成本高漲的年代，企業最該投資的資產，不是庫存、不是設備，而是—顧客。
但，顧客應該怎麼經營？
每天發早安圖，真的有用嗎？
瘋狂打電話，反而可能被當成詐騙集團！
真正能創造價值的關鍵，是品牌是否懂得顧客的習慣與需求，
能否在對的時間、用對的方式溝通，
打造出愉快又有效的互動體驗。
擁有心理學背景的顧客體驗管理（CXM）策略顧問夏雨農，是電通集團旗下的Merkle 美庫爾台灣總經理，
今天請他來拆解《顧客價值變現工程學》的5層架構，告訴你打造可持續獲利的顧客經營模型到底該怎麼做．．．
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❖ 夏雨農Scott的Next CXM顧客價值變現工程學 ❖
→ 商業升維｜從 CRM 操作升級為 CXM 策略設計
→ 系統思維｜讓顧客經營走出部門本位與數據困境
→ 工程方法｜模組化經營工具 × 五層顧客體驗架構
→ 真實戰法｜整理來自跨國品牌顧問案的可複製經驗
5/30以前早鳥募資低於 44 折，輸入專屬折扣碼【wu500】再折500元
查看課程介紹：https://hi.cw.com.tw/u/j4pyBeB/
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2025-05-0527 minDatamatics ThoughtPodTransform into an AI-at-the-Core Contact Center and unlock CXM valueIn this episode, we shall explore how embedding AI at the core of contact centers is unlocking new levels of Customer Experience Management (CXM) value. Discover how AI-driven automation, intelligent routing, real-time analytics, and personalized engagement are revolutionizing customer interactions. Learn actionable strategies to transform your contact center into a smart, agile, and value-generating CX hub.Tune in for expert insights drawn from Datamatics’ AI-powered CXM transformation playbook.https://www.datamatics.com/resources/whitepapers/transform-into-an-ai-at-the-core-contact-center-and-unlock-cxm-value
2025-04-2804 minDatamatics ThoughtPodUpcoming Trends in the Contact Centers and Customer Experience Management (CXM)In this episode, we shall dive into the emerging trends shaping the future of Contact Centers and Customer Experience Management (CXM). From AI-driven personalization to omnichannel engagement and predictive analytics, discover how leading organizations are redefining customer interactions for the digital age. Learn key strategies to stay ahead of evolving customer expectations and create meaningful, lasting experiences.Tune in to gain forward-looking insights powered by Datamatics’ CXM expertise.https://www.datamatics.com/resources/whitepapers/upcoming-trends-in-the-contact-centers-and-customer-experience-management-cxm
2025-04-2804 min
The Carroll Connection Podcast#209 - Cxm ProductionOn this episode, Cxm "Cam" Production, rejoins for the first time since his last appearance on episode 173. Cam talks about everything he has done within the las year since that podcast episode dropped. He explains how he used his love for football and the New England Patriots to start making posters for the players on the team. Cam would go to training camp and give the custom posters to the athletes and this got the attention of local media. Also, Cam discusses his post announcing he wants to be a full time content creator. We share our thoughts on content...
2025-04-0757 min
Be Customer LedTom DeWitt on Creating a Culture of Customer-CentricityDiscover how businesses can shift from transactional models to customer excellence enterprises!Today's episode features Tom DeWitt, Ph.D., a globally recognized leader in customer experience management. As the founder and director of CXM at Michigan State University (MSU), Tom pioneered North America's first academic program in customer experience management. He is also the co-author of The Customer Excellence Enterprise, a book that redefines how organizations can embed customer-centricity into their DNA. Tom shares insights on transforming customer engagement, building a customer-centric culture, and the financial impact of exceptional customer experiences.The discussion explores real-world...
2025-02-2638 min
The Delighted Customers Podcast with Mark SlatinStrategies for Integrating AI in CXM from a Marketing LegendWhen you think of combinations who comes to mind? 👉 Jobs and Wozniak? 👉 Proctor and Gamble? 👉 Hewlett and Packard? When it comes to customer experience and one-to-one marketing, hands down, it's Don Peppers and Martha Rogers. They are the individuals behind the Peppers and Rogers brand. Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022). I h...
2025-01-2344 min
ECの未来リピート率を高めるCXM戦略！生成AIでリピート率が爆上がりする方法
今回ゲスト、株式会社HAT 梅田 哲平 氏は、リピート通販およびD2Cの売上改善、ブランドの立ち上げ推進など、さまざまなプロジェクトに参画後、2024年に株式会社HATに入社。EC・通販事業者向けの売上および利益改善に資する全方位的な支援に加え、新規事業の企画・開発など多方面で活動されていらっしゃいます。
引き続き、梅田氏に『CRM』についてお伺いしました！
▽CRMの潮流とは？
大きな枠組みとしてはCRMからCXMという形、つまり“お客様の体験価値を管理していく”という流れになっていくと思っています。CXMになると、1to1が基本になります。つまりお客様1人1人に違うシナリオが走ったり、お客様がどういうものを求めていらっしゃるのかというレコメンドのようなものを、お1人に届けていく形になっていき、マスマーケティングとは違う形になっていくのではと思います。お客様との電話で何を求めていらっしゃるのか、という音声解析も生成AI・機械学習・ディープラーニング(深層学習)の中ですごく変わってくると思います。お客様の購入履歴だけでなく、クレームのお電話の後に、“感動されて他の商品を購入された”という事を、文章の中だけでなくお客様とのやり取りの中で判断していきます。お客様はお怒りになっていますが、オペレーターが原因を聞いて改善したり、他の商品を勧めるとすごく満足され、最終的には感動されて他の商品も購入いただいたというパターンがあります。そうなると、オペレーターの力だけでは判断していくのは難しいので、お客様の電話の内容を、音声で解析していきながら、テキストマインドの技術などをお客様に紐づけていき、CRMに活かしていくというパターンは出てくると思います。そのパターンに近いものもあり、例えば、“店舗でシャツを購入したお客様がECでも購入した”、“店舗で聞いてECで購入した”など、そのお客様は“店舗でどういうものを求めていたのか？”、というところを解析していく技術は出てくると思います。通販は固定費をいかに下げていくのか、というところがすごく重要になりますので、この辺りが生成AI・ディープラーニングという文脈の中で変わっていくと思います。生成AIでいうと、テキストを自動で生成したり、画像を生成したりすることが得意だと思うのですが、レコメンドのさらに細かいものが出来てくるのではと思っています。1to1といいながらも、今はマス(塊)を作って、1つの塊に対してアクションをしていくというパターンだと思いますが、画像を作ったりテキストを考えたりというのを、生成AIの世界観の中でいうと、少ない人数と手間をかけながら出来ます。例えば「10作っているものが今度は100になりました」となると、手間は10かかるわけでなく、ある一定の手間の中で生成AIを使いながらできる世界観は出てくるでしょう。お客様が“誰か”分かっているという前提ですが、ECでここの商品を買っているお客様が店舗に行って、お店の方が過去にどういう商品を買っているのか知っており、“店舗でこういう商品を薦める”ということが分かれば、かなり変わってくると思います。
▽まだ商品を購入していなくてもCRMに入るのですか？
競合が増えれば増えるほど、買うか買わないかの選択肢の前に、どれにするかという選択肢があります。コンバージョンのポイントはどんどん後ろにずれていき、期間としては長くなっていきます。コンバージョンに至る前に、例えば「メルマガだけ先に登録してくださいね」という企業が最近増えてきているのは、その為だと思います。ですので情報提供を繰り返していきながら、この店は信用できる店だというのを分かったうえで購入いただくというのが2～3週間になってくると「どのメルマガをどの人に送ればいいの？」とか、「知識がものすごくある人、もしくは全く知識のない人と同じシナリオか？」というのを、お客様を分けながらやっていくことが、すごく重要なポイントになってくると思います。
▽今後CRMはどうなっていきますか？
生成AI・深層学習・機能学習のようなものは、組み合わせに最終的になっていくと思います。最終的に人が決めるということは、どうしても必要になってきます。示唆まで生成AIで出てくるというのは、近い将来あると思いますが、最終的には人が決めて運用していく、というところは変わらないのではと思います。便利になったものを、人がどうやって使いこなしていくかというところは、3〜5年後の文脈ではまだあると思います。通販に必要なことのノウハウなど当然重要なのですが、そことプラスα、近い将来どうなるのか見ていかないと、先の動きはなかなか取れません。そういうことを見据えてお客様に情報を届けながらやっていきます。
CRMの問題について悩んでいる企業様のご参考になるかと思います！それでは梅田氏流『CRM』についてぜひお楽しみください！
2024-12-2512 min
Business Transformation Pitch with The CX GoalkeeperThe Skills GapIn this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact. About the Guest Dr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing...
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2024-09-0637 min
Adobe Experience Cloud ポッドキャスト『Marketer’s Talk』特別編_#03_01｜アドビ株式会社 及川 卓也氏、ニッポン放送 吉田 尚記氏｜Adobe Summit 2024を振り返る - 生成AI時代の顧客体験管理（CXM）の未来アドビ エグゼクティブフェロー 及川氏と、ニッポン放送の人気ラジオパーソナリティ吉田氏をゲストに迎え、Adobe Summit について語りました。 アドビが毎年3月に米国ラスベガスで開催する世界最大級のデジタルエクスペリエンカンファレンス「Adobe Summit」。今年のテーマ「生成AI時代の顧客体験管理（CXM）の未来像」の通り、「生成AIを顧客体験にどう活用しているか」という話題が多かったと語る及川氏。現地でグローバル企業のCEO自らが顧客体験の重要性を熱弁している姿を目の当たりにした及川氏は...？ 出演：及川 卓也 氏（アドビ株式会社）/ 吉田 尚記 氏（ニッポン放送）/ 小松崎 扶美恵（アドビ株式会社） Adobe Summit 2024：On Demand（https://adobe.ly/3zfvX1q） トークに登場するアドビ製品：Adobe Experience Cloud（https://adobe.ly/3VKMGmn）/ Adobe Experience Manager（https://adobe.ly/4cnTWKd） See omnystudio.com/listener for privacy information.
2024-06-1722 min
2024-06-061h 00
RADIO TRAIL Carreras de Montaña MayayoCARRERAS DE MONTAÑA ABRIL: Campeonato España Candeleda, Trail Nord, Media de Bera, CXM Miranda Ebro y Maraton ZaragozaCARRERAS DE MONTAÑA ABRIL: Campeonato España Candeleda, Trail Nord, Media de Bera, CXM Miranda Ebro y Maraton Zaragozahttps://go.ivoox.com/rf/127519730Las carreras de montaña están ya en pleno cénit de temporada. Repasamos lo mejor del fin de semana de Gredos a Baleares, pasando por Zaragoza, Navarra y Burgos, con Mayayo.Y es que entre el Sábado y Domingo vivimos carreras con historia y futuro, donde hoy nos centramos en estas: Maratón y 10k Zaragoza: Crónica web y video re...
2024-04-1540 min
RADIO TRAIL CARRERAS DE MONTAÑA, por MayayoCARRERAS DE MONTAÑA ABRIL: Campeonato España Candeleda, Trail Nord, Media de Bera, CXM Miranda Ebro y Maraton ZaragozaCARRERAS DE MONTAÑA ABRIL: Campeonato España Candeleda, Trail Nord, Media de Bera, CXM Miranda Ebro y Maraton Zaragoza
Las carreras de montaña están ya en pleno cénit de temporada. Repasamos lo mejor del fin de semana de Gredos a Baleares, pasando por Zaragoza, Navarra y Burgos, con Mayayo.
Y es que entre el Sábado y Domingo vivimos carreras con historia y futuro, donde hoy nos centramos en estas:
Maratón y 10k Zaragoza: Crónica web y video resumenMedia Maratón de Montaña de BeraCXM Miranda de EbroTrail Nord BalearesCampeonato España Subida Vertical Cand...
2024-04-1540 minThe Carroll Connection Podcast#173 - Cxm ProductionsCam aka Cxm Productions is a content creator. On this episode, Cam opens up about his family dynamic and what it was like being raised by his grandparents. Cam goes into detail about his early love for football and how a major leg injury derailed his young career. He talks about transitioning from sports to playing video games and getting into content creation. Cam shares his experience meeting different creators who helped guide him into YouTube and other social media platforms. Also, discussing his passion for helping the local youth, elderly, and homeless with his content. Join us in this...
2024-03-0457 min
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2023-10-1715 min
RevOps FMBuilding a Customer Data Source of Truth - Ryan VongData is the raw material we work with in marketing. You can come up amazing campaign ideas. You can even build them out. But if your data is junk, everything falls apart. Today's guest spent a decade building Digital Pi, a top marketing automation agency, and is now making a pivot to customer data ops.We chat about the data problems facing revenue teams, the issues with traditional data warehouse approaches, and why Syncari is his data platform of choice. Thanks to Our SponsorMany thanks to the sponsor of this episode...
2023-10-1734 min
Marketing Today with Alan Hart368: Adding Meaningful Insights and Activating Data with Vincent Washington, VP of Unified-CXM Best Practices Group at SprinklrVincent Washington is the Vice President of the Unified Customer Experience Management Best Practices Group at Sprinklr. With four years of experience at the company, Vincent has a diverse professional background, having worked previously at Amazon, UPS, LinkedIn, and BlackBerry. With his extensive experience in various roles and seeing technology come and go, he has learned that only authentic relationships built on mutual respect and genuine interest stand the test of time. When it comes to CXM, Vincent advocates for the inclusion of relevant insights related to existing conversations rather than forcefully inserting messages that do not align with...
2023-05-2513 min
The Delighted Customers Podcast with Mark SlatinApplying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXPWhat does football (soccer) have in common with Customer Experience? Greg Uglioni, CCXP, Head of Business Transformation / Digital Transformation at Kantonsspital Winterthur connects the two in a very innovative way. Greg was voted a Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2022 Thinkers360 Greg joins us all the way from Switzerland, to share wisdom from his experience in both financial services and healthcare including: Creating value centers vs. cost centers Lessons from soccer that apply to CX How to win a championship by applying football (soccer) principles Meet Greg
2023-05-1834 min
Press 1 For NickTom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]Tom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]CXM@MSU: Conferences, Companies, Action Teams, Roundtables, MentorshipWhat is the role of the collaborative?What does the Master's Degree entail?What is the goal for enrollment?Who do you believe might be a good fit?ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on...
2023-05-1526 min
CX-Heroes | ⭐ Implementiere ein CX, was nicht mehr wegzudenken ist!000 - Woran scheitert CX? - Intro in den CX-Heroes PodcastCX-Heroes ist der Podcast für CXler die Customer Experience Management erfolgreich implementieren wollen.
Woche für Woche werde ich dir Wege aufzeigen, wie man CXM und Kundenzentrierung erfolgreich in der Praxis umsetzt. Es geht mir dabei nicht darum, über die Wichtigkeit von CX zu philosophieren, sondern um konkretes Praxiswissen, Tipps und Inspirationen, die dich weiterbringen.
Darum richtet sich dieser Podcast in erster Linie an “CXler”: das sind Führungskräfte, CX Manager und CX Teams, die viel Energie und Leidenschaft dafür aufwenden, ihr Unternehmen kundenzentrierter zu machen.
Darüber hinaus sprechen wir auch üb...
2023-04-2707 min
Loyalty WiredPodcast 49 - Loyalty CXM Zurich HighlightsPodcast 49 is out now. In this episode we review Loyalty CXM which was held in Zurich in March 2023. With Cristina Ziliani and Pavel Los.
2023-03-2119 min
The CU2.0 PodcastCU 2.0 Podcast Episode 228 Vaneet Grewal Ovation CXM on Fixing Your Broken Member JourneysSend us a textYou know about CRM. Now learn about CXM, a new approach to knowing and managing your members' journeys.OvationCXM is on the show today and Vaneet Grewal, head of banking and financial services, is here to tell us about the emerging field of CXM, customer experience management. Here's what OvationCXM says about what it does: "OvationCXM is the first platform to take your uncoordinated internal, customer and third-party interactions and turn them into exceptional journeys in the moment, start to finish. No rearchitecture required."
2022-11-3041 min
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2022-11-2414 min
Sports Management PodcastPrantik Mazumdar - Managing Director, CXM Group SingaporePrantik Mazumdar is the Managing Director for CXM Group in Singapore. Prantik is an entrepreneur & venture investor and acts as a Digital Transformation Catalyst in organizations to drive sustainable change and impact. Get ready to learn: - How Prantik's passion for sport started - About his sports tech ventures, including multi-language video content, sport NFTs, sports education and more - His entreeprenrurial career journey in and ouside of spor And much more ________________________________________________ SPONSOR Insport Education Course list --> HERE The code gi...
2022-11-2138 min
Leading UK Commissioning Management CompanyGlobal CxM offer Commissioning Management and Validation servicesGlobal CxM offer Commissioning Management and Validation services to ensure that all project developers and Operators receive a fully operational and design compliant building at handover These services should be engaged on the project from initial design concept reviews through installation quality to static testing, pre-commissioning and final functional testing to building occupation.
2022-10-1400 min
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2022-09-1535 min
All Things Considered CX with Bob AzmanDr. Tom DeWittTom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America’s first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. Tom’s research interests lie in the areas of consumer behavior and services marketing. For...
2022-09-1234 min
The CXChronicles PodcastCXChronicles Podcast 180 with Tom DeWitt, P.h.D. Director of CXM at Michigan State UniversityHey CX Nation,In this week's episode of The CXChronicles Podcast #180 we welcomed Tom DeWitt, P.h. D. Director of CXM@MSU and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. Tom is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field for more than a decade. Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a c...
2022-09-0646 min
Frontline Magic Podcast29. The Future of CX with Tom DeWitt, Ph.D. CXM@MSUTom DeWitt, Ph.D. is the Director of CXM@MSU at Michigan State University and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. In that role, he is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field For more than a decade Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management...
2022-08-1927 min
SimplifiCXMEpisode 1: CX and Behavioral SciencePreeti Kotamarthi is the Behavioural Science Lead at Grab, the leading ride-hailing and mobile payments app in South East Asia.
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2022-07-1924 min
Press 1 For NickTom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]Tom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]
CXM@MSU: Conferences, Companies, Action Teams, Roundtables, Mentorship
What is the role of the collaborative?
What does the Master's Degree entail?
What is the goal for enrollment?
Who do you believe might be a good fit?
***
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2022-02-2326 min
Press 1 For NickTom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]Tom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]CXM@MSU: Conferences, Companies, Action Teams, Roundtables, MentorshipWhat is the role of the collaborative?What does the Master's Degree entail?What is the goal for enrollment?Who do you believe might be a good fit?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on Twitter
2022-02-2326 min
The Tom and Bob ShowCXM 360 Special: Steven Carleton and Bradley KrugerSteven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event.
2021-10-2621 min
The Copernican ShiftBack to Basics — What is CXM, Really?We talk a lot about CXM on this podcast, which makes perfect sense — it is the “Unified-CXM Experience” podcast, after all. But it occurred to me recently that we might not be on the same page when it comes to understanding the nuances of CXM. So, in an effort to achieve total CXM harmony, we’re going back to basics today.
2021-10-1313 minThe Copernican ShiftBoost Your CXM Success with a Unified ApproachA recent Forrester study found that 82% of firms said CX is a top priority, but only 46% feel they’re getting a comprehensive view of their customers. In today's podcast I talk with Maxie Schmidt-Subramanian, VP and Principal Analyst at Forrester, about the journey to great CXM, and how to give your organization a competitive advantage. Watch the webinar, and download the full Forrester study here:https://www.sprinklr.com/resources/boost-experience-success-register/ Maxie Schmidt is a principal analyst serving CX professionals. She leads Forrester’s research on CX measurement programs.
2021-10-0627 minThe Copernican ShiftHow to Unlock the Benefits of Unified-CXMIncreasingly, customers are holding us to a higher standard. That’s why unified is better than integrated. Unified-CXM breaks down silos and provides a single view of your customers, enabling you to identify customer issues, and take appropriate action.
2021-09-0812 min
Digitally IrresistibleTop Trends in the Customer Experience Management IndustryDavid Rickard serves as Vice President at Everest Group. He's based in the UK and manages the customer experience management practice and sourcing and vendor management on a global scale. Before Everest, David spent a couple of years consulting and was at Microsoft for 18 years overseeing their contact center outsourcing business. Despite the pandemic, the BPO industry has bounced back considerably and more quickly than initially anticipated. David explained that the current state of the outsourced customer experience management (CXM) market is at approximately $89 to $91B in terms of spend. That number is expected to continue increasing over the co...
2021-09-0213 min
narahcWhat is Customer Experience Management (CXM)CXM is continuously improving every interaction between a customer and a company (or brand), with a goal to make them happier
2021-08-1500 min
The Masters Of Cashflow#8: Prantik Mazumdar, Managing Director CXM & Angel Investor - The Road From Entrepreneur To Angel Investor and The Founder-Market FitPrantik is an entrepreneur & venture investor and acts as a Digital Transformation Catalyst in organizations to drive sustainable change and impact.
He started his entrepreneurial journey with Happy Marketer in 2011 where he spent a decade building & scaling up one of the best and most awarded independent digital marketing services firm in the region that served brands like Standard Chartered Bank, Income, Great Eastern Life, Royal Brunei Airlines, Coffee Bean & Tea Leaf, Starbucks, Ping An, Grab, Shopee, GoJek, Kimberly Clark, PropertyGuru, PegiPegi, Starhub, Singtel, Nanyang Business School, Kaplan, INSEAD amongst many of its prestigious clients.
In...
2021-06-0350 minThe Copernican ShiftA Tale of Two CXM ExperiencesGreat CXM relies on technology (thank you, Sprinklr), people, and processes. And too often, stellar technology and people get tripped up by inane, pointless, outdated processes that frustrate your customers and your employees. Today we take a trip down the rabbit hole, where nothing is what it is, because everything is what it isn’t. It’s a story about absurd rules, misguided regional managers, CX barriers… and the store employee who defied the odds.
2021-05-0718 min
Merendando con OtomesHablamos de Collar x Malice y CxM -Unlimited- con AnaEl twitter de Ana: https://twitter.com/anyskip_ | En este episodio hablamos del Collar x Malice y su fandisc, CxM -Unlimited-
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2021-04-021h 12
The Navigating Disruption PodcastFrom Empathy to Action with Riaz RaihanSince childhood I have been deeply fascinated by the integration of two ideas. The first is how to understand the needs and expectations of others and the second is how to organize engagement with others to exceed those expectations. I embrace the fact that makes me sound like 'geek' but lets call it being an aficionado for the sake of my guest. I discovered later in life that the integration of these two ideas has a name...."Customer Experience Management" or CXM for short. This fascination with CXM has been one of the drivers of my education, volunteer and...
2020-12-1159 min
The Navigating Disruption PodcastFrom Empathy to Action with Riaz RaihanSince childhood I have been deeply fascinated by the integration of two ideas. The first is how to understand the needs and expectations of others and the second is how to organize engagement with others to exceed those expectations. I embrace the fact that makes me sound like 'geek' but lets call it being an aficionado for the sake of my guest. I discovered later in life that the integration of these two ideas has a name...."Customer Experience Management" or CXM for short. This fascination with CXM has been one of the drivers of my education, volunteer and...
2020-12-1159 min
The Revenue Insights PodcastZach Thigpen, Head of Operations @ Augment CXMLearn from an experienced Head of Operations to become successful in a sales ops role with our special guest, Zach Thigpen of Augment CXM...
2019-12-2326 min
Hablemos de correr con Pablo CastilloNeorider livetalks 61 - diez años de la cxm valle de los guájares -No todas las carreras de trail llegan a cumplir 10 años y menos si se realizan en pueblos pequeños. Queremos conocer la historia de la CXM Valle de los Guájares que en Septiembre celebrará esa mítica décima edición. Os esperamos a todos y todas a las 22:00!!!
Y os recordamos que: el libro de Irene, CORRER ES MÁS QUE CORRER, ya está disponible para todos vosotros.
Para comprarlo sólo tenéis que entrar aquí:
https://www.pablojcastillo.es/tienda/
Muchas gracias!!!
-----------ESCUCHA NUESTROS PODCAST-----------
- IVOOX:
http://www.ivoox.com/s_p2_580231_1.html
- APPLE PODCAS...
2019-07-021h 02Hablemos de correr con Pablo CastilloNeorider livetalks 61 - diez años de la cxm valle de los guájares -No todas las carreras de trail llegan a cumplir 10 años y menos si se realizan en pueblos pequeños. Queremos conocer la historia de la CXM Valle de los Guájares que en Septiembre celebrará esa mítica décima edición. Os esperamos a todos y todas a las 22:00!!!
Y os recordamos que: el libro de Irene, CORRER ES MÁS QUE CORRER, ya está disponible para todos vosotros.
Para comprarlo sólo tenéis que entrar aquí:
https://www.pablojcastillo.es/tienda/
Muchas gracias!!!
-----------ESCUCHA NUESTROS PODCAST-----------
- IVOOX:
http://www.ivoox.com/s_p2_580231_1.html
- APPLE PODCAS...
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