Shows
The Carolina CabinetShow #144: Inside Independent Journalism - Stephen Horn on Media Bias, Censorship, and Local ReportingWelcome back to the Carolina Cabinet, the smartest hour of conservative talk radio in Cumberland County! In this episode, host Peter Pappas is joined by co-host Bishop Miner and special guest Stephen Horn, an independent journalist known for his boots-on-the-ground reporting in North Carolina, particularly covering contentious issues often overlooked by mainstream media.The show kicks off with a dose of "good news" from Bishop Miner, who draws inspiration from scripture to highlight resilience in the face of life's storms. Stephen Horn then shares his journey—from being homeschooled in the Triangle area and witnessing discrepancies in news co...2025-04-261h 24
Science of CXAmy Brown: Amplifying Healthcare Experiences with AIAmy Brown is the founder and CEO of Authenticx, a groundbreaking software platform that revolutionizes healthcare by analyzing and activating patients' voices at scale.
With a career spanning decades in the healthcare industry, Amy has been a tireless advocate for underserved populations and a leader in expanding healthcare coverage to thousands of Indiana residents.
Amy's journey in healthcare began with managing a contact center, where she witnessed firsthand the untapped potential of customer interactions as a source of valuable insights. Her experience managing the workforce taking in millions of conversations led her to found Authenticx i...2024-05-0929 minScience of CXUnleashing High Performance and Maximizing Growth with Margie OlesonMargie Oleson is a renowned expert in team performance and organizational dynamics, specializing in helping teams achieve high levels of productivity and growth.
With a background in psychology and organizational development, Margie brings a unique blend of expertise in human behavior and business strategy.
Throughout her career, Margie has worked with numerous organizations across various industries, guiding them to optimize their teams' potential and create a culture of excellence.
Her approach emphasizes the importance of open communication, cross-functional alignment, and continuous learning to drive organizational success.
Margie is the founder of O...2024-04-1747 minScience of CXNavigating Knowledge Transfer with Greg DeVoreGreg DeVore is a seasoned expert in the field of knowledge transfer and customer experience. As the co-founder of ScreenSteps, a company dedicated to revolutionizing the way organizations share knowledge, Greg brings a wealth of experience and insights to the table.
With a background deeply rooted in understanding the intricacies of contact centers and customer support, Greg has played a pivotal role in developing the "Find and Follow" methodology.
This innovative approach focuses on systematizing processes and leveraging AI to bridge the gap between knowledge acquisition and application, particularly in the onboarding and launch processes.2024-02-0731 min
SexvangelicalsS3E17: Partnership Building: How to Navigate Deconstruction as a Couple When One Person Starts the Deconstruction Process Earlier, with Nicki and Stephen PappasWe did it! We just released our 100th episode! And we could not have a more fitting episode than with Nicki (@broadeningthenarrative) and Stephen Pappas. Nicki and Stephen answer the question: What happens when one person in a partnership begins the deconstruction process before the other partner? This can be a really intimidating, vulnerable process for a lot of folks, and Nicki and Stephen talk about their process of simultaneously navigating exploration, discovery, hope, grief, and fear of abandonment. We talk about: Function of Dreams Within the Church (3:00): “Last week, we talk...2023-10-231h 04
SexvangelicalsS3E16: Partnership Building: How Evangelical Communities Limit Your Dreams, with Nicki and Stephen Pappas What did you want to be when you grew up? In EMPish (Evangelical, Mormon, and Pentecostal) settings, growing up is commonly centered around finding your soulmate, getting married, having kids, and enhancing the church community. Or, as Julia says, “A person's dreams must serve the greater purpose of evangelism.” “When we consider gender,” she continues, “the complications get worse. Women support the “dreams” of their husbands. Husbands support the “dreams” of the larger church dictated by the pastor and the broader goals of the American Christian church, often supporting white nationalism and other conservative agend...2023-10-1558 min
Joshua Greaney PodcastStephen Pappas: Enjoying Fantasy (part 2)Join returning guest Stephen Pappas (Papadakis) and I as we wrap up our exploration of various works of fantasy.
Stay tuned for the next episode with Stephen in which we will begin an in-depth discussion on J.K. Rowling's Harry Potter series! I'm looking forward to finally taking a stab at reading through this well-known and beloved book series.
Thank you for listening!
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Support this podcast: https://podcasters.spotify.com/pod/show/joshua-greaney/support2022-07-2752 minScience of CXAdam Sinkus: Navigating the Business of Social MediaAdam Sinkus is Digital Marketing Specialist and a Culture-Driven Leadership trainer and consultant. He’s the host of The Winning Tactics Podcast where he loves to discuss how leaders ultimately drive the culture of a business.
As a branding strategy consultant , Adam shows companies how to leverage social media and SEO tactics in order to understand their customers better, and increase productivity and profit.
Key Takeaways.
Consumer processes and behaviour. How they’ve changed over the years, and how to focus on value content when marketing online. Storytelling as a way of creating...2021-11-1735 minScience of CXMichael Lawder : AI, Chat and Contact Center Agents EvolveMichael leads the Customer Experience team at ASAPP. He works with customers like JetBlue, American Airlines, and Dish to help them implement AI solutions that augment and automate human work, empowering people to be their best. Prior to joining ASAPP, Michael served as SVP of Customer Care at Samsung, and held executive CX leadership roles at Electronic Arts and Apple.
Key Takeaways.
Taking care of your agents. Employee satisfaction = Customer satisfaction Machine learning. How to elevate your agents into highly specialized roles by leveraging technologyAttrition levels in Call Centre Agent roles. Why they're so hi...2021-11-1040 minScience of CXCarnelia Ajasin: Your Technology Is Being Severely Under-Utilized and Here's WhyToday I'm joined by another interesting guest. Carnellia Ajasin. She is the CEO of Mind Katalyst, an innovation design and strategy technology firm. Carnellia is also a product executive, business advisor, investor and author.
Carnellia and her team help ambitious organizations, nonprofits, and entrepreneurs stay relevant, understand digital trends, emerging technology, and create growth through the development of meaningful and purposeful software and hardware products and services.
She’s held senior level positions at Oracle DBA at Ernst & Young and Capgemini, leading enterprise-wide technology implementations throughout North America and in Europe. Carnellia has been intimately invo...2021-11-0534 minScience of CXPaul Cowan: Human Interactions and Relationships Never Go Our of Styleadvertising agencies before opening his own agency.
As a psychotherapist, Paul has worked with individuals and couples & also consulted with teams and organizations. Specialising in client relationships, he now works internationally to facilitate change between agencies and their clients.
Key Takeaways.
Staying in control when it comes to direct relations with your customers. Becoming aware of the power of your negative voice and how to negate itProductivity tips. Managing the system and managing the self for better performance in the new virtual world. Optimism bias and how it blinds people from seeing what...2021-11-0342 minScience of CXTab Pierce: How Did One Business Leader Overcome and Conquer All Odds and Succeed in Today's Market?Tab pierce is a mentor, speaker, and the president of Caliber Security Partners; an organization that helps businesses transition past their barriers to growth, protect their business assets, and recover after a breach or data loss.
In today’s episodes, Tab shares how his company was faced with a $750,000 debt after a series of bad business and personal decisions. Tune in and find out how Tab was able to overcome his impossible life and business situation through disciplining his mind into positive thinking.
Key Takeaways.
How to set your param...2021-11-0135 minScience of CXDavid Horsager: 6 ways to measure trust, close the gaps and confidently look back on your competitionDavid is an entrepreneur, professor, Keynote speaker, and the author of a best selling leadership book; The Trust Edge. His work has been featured in prominent publications including Fast Company, Forbes, New York Post and more.
David also runs Trust Edge Leadership Institute whose mission is to develop trusted leaders and organizations.
Key Takeaways.
The business definition of trust, and why it can be your best marketing strategy. The 8 pillars of trust. Growing people and organizations through research, consulting, training and actionable resources. How to...2021-10-2939 minScience of CXRuben Ugarte : Is Data Getting in Your Way of Making Good Decisions?
Ruben Ugarte is a Data and Decision Strategist. He’s also the author of the Data Mirage: Why Companies Fail to Actually Use Their Data.
Passionate about helping small businesses and entrepreneurs leverage the power of data, Ruben has helped over 75 medium-sized and large enterprises use data to make higher quality decisions. Decisions that result in significant performance boost, increased profits, and team building.
Key Takeaways
Maximizing the data assets you have. Using your data the right way so you can optimize your...2021-10-2739 minScience of CXBrian Bergford: CX + Performance = Business MagicBrian Bergford is what many would call a Personal Performance Magician. He specializes in performance psychology, and coaches and develops customized performance systems for his clients.
Brian is also an athlete, speaker, and an entrepreneur who owns three successful businesses.
His experience working with clients throughout the years has proven his thesis that mindset mastery through mental training is crucial for world-class performance.
Key Takeaways.
The self-mastery process. The key to solving your own problems, and why you need a performance coach to help accelerate the process. The key role that...2021-10-2546 minScience of CXTim Creasey: CHANGE, How Did the Entire Business World Move to Work From Home in 1.5 Days?Tim Creasey is the Chief Innovation Officer at Prosci. He’s a dynamic speaker, researcher and thought leader on managing the People Side of change; in order to deliver results and outcomes.
Key Takeaways.
Getting to define and understand the main concept behind change. The phases involved in change, and how to utilise them in order to better yourself, your team, and your organization. Involuntary digital transformation. How the world has been forced to adapt to the socio-economic changes brought by covid. Reflecting at how business operations were scrambled with some yet to recover. Taking a...2021-10-1543 minScience of CXMark Noon: C4=Communication, Concern, Coordination & Confidence in HealthcareMark Noon is the founder of Leadership10 an organization that seeks to create leaders who boldly impact their organizations, communities, and families.
They create a positive, challenging environment (of learning) marked by the introduction of knowledge, encouragement of understanding, and cultivation of skills & passion for future leaders.
Key Takeaways.
Leadership preparation and how individuals can step into the roles of leadership. How to engage your team in order to maximize their effectiveness and overall productivity. How to keep our customers motivated and inspired to work with us. The four elements of C4. Communi...2021-10-1438 minScience of CXLinda Basso : Are you CX Authentic?Linda is a speaker, author, and coach who focuses on authenticity as a way to help small business owners take their next best step.
Some of the projects and organizations she’s worked with include Kimpton hotels & restaurants, Jamba Juice, and Disney.
Key Takeaways
The key qualities to be authentic in a business; Transparency, honesty, originality, and being real.How authenticity reflects in business “Your Brand is your outward-facing personality”Building Credibility in business to attract more clients and do well in the market.How to survive copying competitors - What matters is the who...2021-10-1132 minScience of CXVance Morris : Customer Experience the Mouse Would be Proud ofVance Morris is a former Leader at Walt Disney World. He now shows companies how to increase profits, client retention, and employee engagement by adapting the strategies he learned in over a decade at Walt Disney World.
Main topics addressed in our interview today.
Theming. The magic that goes into designing a destination as magical as Disney World. Plusing - Constant process improvement.Systematic magic. Seven magic keys to disnify your business - Looking at Disney's strategies and how you too, can employ the same strategy to grow your business or brand. Some of the tips Van...2021-10-0141 minScience of CXJim Tincher : How Can You Measure the Emotional Effectiveness of Your CX StrategyJoining me on the show for the second time now is Jim Tincher.
Jim is a nationally recognized customer experience expert, journey mapper, trainer, speaker, and author.
He sees the world through the eyes of customers, and draws on years of experience, cutting-edge scientific research, and real-world success stories to help audiences understand how to win over customers.
To listen to our previous interview, feel free to listen to episode 31; Determining the Killer Metrics for Your CX Initiative with Jim Tincher
Below are some of the main topics Jim and I dis...2021-09-2935 minScience of CXDom Einhorn : How Does an Incubator Prepare Startups for CXDom Einhorn is the Founder and CEO of Uniqorn. A rural based incubator based in southwestern France
In 2018, Dom who had previously been working and residing in the USA, moved to France and settled there with a single focus: to build the world’s largest rural incubator-accelerator. Uniqorn.
As an investor, Dom has provided seed funding to over 20 technology startups. He regularly scours the world for the next breakout startups in the field of; fintech, digital media, augmented reality, artificial intelligence, edtech, health tech and food tech.
Main points from today’s intervi...2021-09-2742 minScience of CXElizabeth Power : Customer Service Agent Trauma and The Customer (EXCX)Elizabeth Power is a sought-after speaker, teacher, and consultant. She’s the founder and CEO of EPower & Associates and is also an expert in trauma and mental care.
Elizabeth is passionate and skilled in helping people in the areas of change, resilience, selfcare and alignment.
In the episode today, Elizabeth and I cover;
Trauma informed care and its role in customer support. Why we should learn to be kinder to ourselves.The role of human connection in customer experience. Empathy; How customer care agents can learn and grow from putting themselves in the shoes of a cu...2021-09-2433 minScience of CXE.A. Csolkovits : Building a Community of GiversE.A. Csolkovits is an entrepreneur, business consultant, writer, and Founder of Givers University (A community of like-minded Givers who want to help others discover the Givers mindset and transform their lives).
E.A got into business at an early age of 16 at a commission sales job. At the age of 19, E. A. met Sam Robbins, a millionaire who mentored and guided him to become the success he is today.
Join E.A and I today, as we discuss;
E.A’s Give To Be Great Book Series, which consists of 3 books. The difference between...2021-09-2242 minScience of CXJane Honey : How Will Conversational Tech Impact CXJane is the Senior Director of Product at Intercom. She’s also worked as the Chief Product Officer at Canon and Product Director for Moonpig.com.
Her main Roles revolve around; Product leadership, team leadership, innovation & culture change, and relentless customer focus:
In our interview today, some of the topics we discuss include;
Conversational engagement and supportWhat you as a business leader can expect by implementing conversational cxProviding personalized high quality customer support to build ongoing customer loyaltyThe type of businesses that are best suited for Conversational Technology as a strategy. Leveraging consumer trends data...2021-09-2035 minScience of CXStacy Sherman : How Can We Ensure We are Doing CX RightStacy Sherman is the head of CX and employee engagement for Schindler, she’s also the CEO and founder of Doing CX Right, where she helps business leaders elevate customer experiences as well as employee satisfaction in order to gain brand loyalty.
In today’s episode, Stacy and I talk about:
The multiple sources of getting feedback, and how to take action from the feedback. The Humanization of Business. CX Education at the University level. How important the employee experience is in driving a customer centric culture. The tools to use in your businessRec...2021-09-1731 minScience of CXJake McKee : Community Management. The Bridge That Connects Customers and Businesses.Jake McKee is one of the founders of the modern customer community movement.
A fully accomplished community professional, Jake focuses on designing and executing online community and social engagement programs in corporate and entrepreneurial environments.
Join us today as we discuss:
How a community can be run by either companies or external fans. Aligning community goals with business objectives. How a community blends in a company with customers, in order to make them feel as part of something greater. Passion. Why you should build communities on your journey towards success. The generat...2021-09-1535 minScience of CXHannah Steiman : Insource Vs. Outsource What's the CXHannah Steiman is the Chief Operating Officer at Peak Support, a company that specializes in building and managing dedicated teams of customer service agents to high growth companies in a wide variety of industries. Including; SaaS, e-commerce, Social Media, Business services, Transport and so much more.
She was the 1st American higher for the company, which was founded by her husband Jonathan in 2015, and they’ve ever since worked harmoniously together to exponentially grow the company.
In the episode, Hannah and I discuss;
The procedures at peak support which...2021-09-1334 minScience of CXBrenton Webber: Making everything about the customerBrenton is a customer experience advocate, and New Zealand’s first ever accredited CX Specialist. He’s also a podcast host, and a creator of good music.
In the episode today, Brenton and I discuss;
The empathic side of CX. Getting in touch with real feelings to create emotional connection with the individuals. The Customer Journey Map which is based on the dopamine reward pathwayGetting customers from purely assessing mode to become advocates of our productWorking choice vs expectationsHow cx is changing relative to Digital Transformation that the world is undergoingHow people are becoming...2021-09-1043 minScience of CXSujan Patel: Building Products Customers Love
Sujan Patel
In his 14-plus years as a marketer and entrepreneur, Sujan Patel has helped hundreds of companies boost online traffic and sales and strengthen their online brand reputation. Patel is the co-founder of Web Profits and Mailshake.
Some of the topics we cover in today’s episode include;
Sujan’s entrepreneurial journey. The obstacles he’s incurred along and his inspirational founding and growth of Mailshake. How to empower customers, and also turning to CX as an alternative to marketing. Solving customer problems by understanding friction...2021-09-0839 minScience of CXFilippo Lovotti: UX-Fitting Into Customer's LivesFilippo Lovotti is a User Experience and Design Leader passionate about growing UX talent and driving UX vision. For the past 15 years, Filippo’s main focus and attention has been on solving user’s problems through innovation.
At Zappos, Filippo is head and leader of the internal customer service UX team, where he works to create products and solutions to satisfy the end clients.
In the episode, we talk about;
The problem solving aspect of UX
How demographics are a key factor in understanding customers.
Le...2021-09-0639 minScience of CXBharat Kanodia: How Transferrable is CX Upon a SaleBharat is the founder of Veristrat, and the host of What's it Worth? A YouTube channel that helps individuals understand valuations so they can maximize their returns.
Bharat has been a Business Valuation expert for more than 20 years, and has valued assets in real estate, industrial, personal property and financial assets.
Some of the topics we discuss in today’s episode include;
Bharat’s process of valuing a businessWhy Cash Flow is the core agenda in determining the worth of a Business. Leveraging Customer Satisfaction to build a large network of consumers.
2021-09-0322 minScience of CXDennis Mosley-Williams: The CX Story No One Told You AboutDennis Moseley-Williams is an Experience Economy Specialist. He helps organizations in understanding the vital role that experience plays in the global economy.
A highly sought speaker, Dennis enjoys talking about how experiences can be crafted, and staged so that they can entice, educate, satisfy and transform. He’s the author of Serious Shift; A guide book on how the experience economy can be adapted to the financial services industries (But it can still be applied in other niches)
In the show, Dennis and I dive into the topics of; Transformation Economy, Experience Economy, and how the...2021-09-0142 minScience of CXKelsey Budd: CX Is So Much More Than We ThoughtKelsey Budd is the Group Director of Sales and Customer Experience at Surfacide.
Surfacide is an organization that focuses on UV disinfection technology. It uses UV light to inactivate dangerous pathogens in order to ensure that they’re not the source of disease transmission amongst staff members or customers.
The main theme of the show today is about safety, and why it’s important to ensure that employees and clients feel safe when they’re in physical contact with your business premises.
Other key topics di...2021-08-1924 minScience of CXBen Motteram: 12 Things That set Great CX Companies ApartBen Motteram is a Customer Experience consultant based in Melbourne, Australia. He’s been a part of and helped leading brands in Australia in CX based projects like; Customer insights, employee engagement and company culture.
To be a world class CX organization, then you have to lead by example. Join in as Ben and I discuss the tips and strategies used by organizations like Amazon, Apple, and IKEA to stay at the top of the pack.
Links
Ben Motteram - What Sets the Best Customer Experience Companies Apart? (https://www.cxnetwork.com...2021-08-1633 minScience of CXBrian Kale: The Path of Least Resistance is No Path At All!Brian Kale is the director of customer success at Bank Novo; a banking platform that’s ushering small business banking into the modern age with easy-to-use tools for businesses on the go.
Since Covid hit, the world has slowly been adapting to the new economic environment. Freelancers, startup founders, and small business owners have been opening bank accounts to effectively handle their everyday finances from the comfort of their homes.
On the show today, Brian helps us understand why it’s important to design a company based on the customer’s needs, and why...2021-08-1337 minScience of CXRoman Bercot - Minimal Lovable Product, the UI/UX & Product JourneyRoman is a product innovation and design leader focused on creating products and services that open financial opportunities and protect the identities of consumers.
He has 15+ years of experience in Consumer-facing applications and B2B solutions, both on-premises and in the cloud.
As the host of UX Like Us Podcast, Roman enjoys mentoring others and sharing his knowledge and experience. Listen in as he discusses and shares invaluable tips and tidbits on what it’s like to consider customer insights and opinions when designing and marketing UX based products and services.
...2021-08-0732 minScience of CXJennifer Clinehens: Behavioral Science that Drives Better CX2021-07-3035 minScience of CXJason Cercone - Why Now is the right time for brands to leverage PodcastingDid you know that there will be over 120,000,000 podcast listeners in the US by end of 2021? And that we are closing in on 1.7 million active podcasts? It's true. What does this mean for Customer Experience? If you think about it a company podcast is one of the best ways to get closer to your customers. They can see you not as a vendor of theirs but someone they listen to for advice and ideas and help once or twice a week. That is very powerful! On this episode I speak with Jason Cercone who helps businesses develop, design and...2021-07-2940 minScience of CXIndrek Vainu: Conversational AI - Hype or CX Success - Let's Talk about That!Join me on this quest to see if Conversation AI is just hype or the real deal. In this episode, I chat with Indrek Vainu. Indrek runs Alphachat.ai, an AI company automating customer experience through chat. He is an experienced entrepreneur having previously managed a 70-person machine learning company. Indrek holds a degree from Harvard University and is a frequent speaker at technology events.
Here is the Sketchnote we developed to help you better understand the concepts from Indrek.
Head over to alphachat.ai for more information on Conversational AI.2021-06-2931 minScience of CXHow To Gain Critical Technical Fluency to Prevent Blindsides in Business with Aman Y. AgarawalAs Entrepreneurs and Business Leaders, we often have to make decisions that are beyond our comfort zone or in our expertise wheelhouse. That is just the facts! But, we need to become fluent in the language of those area or we can fall victim of those we seek help from.
Join me on this Episode as I interview Aman Y. Argarwal.
Aman is the Founder and President of SANPRAM Transnational, an executive education company, and a passionate teacher and writer.
He was formerly an engineer, building self-driving trucks in Silicon...2021-06-2838 minScience of CXDavid Horsager: 6 ways to measure trust, close the gaps and confidently look back on your competitionTrust isn’t something we typically think of as having an economic value. But scratch the surface behind the numbers appearing on any company’s balance sheet and trust — or a lack of it — appears everywhere. When trust increases, so do output, morale, retention, innovation and loyalty. Conversely, a lack of trust is a company’s single biggest expense.
At the core, problems are never about leadership, communication, sales, marketing or even finances. Every issue falls under one or more of the “8 Pillars of Trust.” These pillars correspond to eight specific traits that the most trusted leaders, brands and orga...2021-06-2433 minScience of CXThe Balance Between Human-Interaction, Epic Cultures and Digitization in CX with Eric MichrowskiEvery once in a while, we stop and think to ourselves, "how much is enough"? I am talking about, how to balance Human-Interactions, Epic Cultures and Digitization. Most companies today have embarked on a journey of Digital Transformation and are trying to digitize as much of their world as they can, but how do you step back and really take a look at "The Balance" of these things? Eric Michrowski, CEO of Propulo Consulting stops by the ScienceOfCX Studios and we tackle just this issue.
Once you listen to this episode, you will understand the delicate balance...2021-06-2234 minScience of CXJesse Purewal: Building Brands With PurposeJoin me on another great episode of Science Of CX as Jesse Purewal, stops by for a chat.
Jesse Purewal is a storyteller whose empathy, curiosity, and wit empower people to tell their own stories in inspiring, influential, and compelling ways. An expert in building brand, marketing, and CX strategies in high-technology categories, he is the lead of the Technology, Media, and Telecommunications Sector at Qualtrics.
Jesse and I got into some great discussions around how to build a great brand, how to drive your company's brand relevance, developing emotional connections and connecting your employees t...2021-06-1632 minScience of CXSydney Wong: Hidden Gems of Successful EntrepreneurshipPlease join us for a very informative episode with Sydney Wong of VenturX in Montreal, Canada. We covered so much in this episode from venture capital to driving better CX to increase your business's value.
Sydney Wong is an author as well as the Founder and CEO of VenturX. Her literature work, written under the pen name of David Adams, focuses on helping others be more productive and efficient. Sydney’s successful journey of her professional accomplishments have been shaped around one thing: balance. She likes to do yoga and cook to relieve her stress and take a...2021-06-1135 minScience of CXJeff Tobe: Coloring Outside the Lines: Creating a NEW CX ExperiencePlease join Steve in the Studio as Jeff Tobe drops by to talk about Coloring Outside the Lines to Create a New CX.
Episode Sketchnote:
Certified Speaking Professional Jeff Tobe’s credentials are impressive. Insider Magazine dubbed him “The Guru of Creativity” and readers of Convention & Meetings Magazine chose him as one of the top 15 speakers in North America. He is a creativity and customer experience expert, professional speaker, and bestselling author who works with companies and organizations who want to increase their bottom line by changing their customer experience and retaining great talent. Tobe founde...2021-06-0931 minScience of CXMonique Idemudia: Uncover the Digital Deficiencies In Your Business To GrowJoin me as we set out on a Digital Marketing Journey with Monique Idemudia, Founder of Dragon Digital Marketing.
This was a great interview and Monique was such a generous guest by giving us some great tools below:
A great Buyer Persona Template here and
How to effectively set and measure your marketing goals
Marketing goals are specific objectives described in a marketing plan. These goals can be tasks, quotas, improvements in KPIs, or other performance-based benchmarks used to measure marketing success. When explicitly set...2021-06-0436 minScience of CXHow Does the Gig Economy Create Great Experiences w/Greg KihlströmOn this Episode # 53, Steve is joined by Greg Kihlstrom, Co-Founder and Co-CEO of www.careergig.com, a Freelance Platform that brings people together. Their reputation and matching platform helps both companies and freelancers find each other, saving time to focus on creating great work together. CareerGig is the platform both freelancers and companies rely on for the assurance, reliability and sense of community needed in the growing gig economy. Greg is also the author of the book The Agile Workforce.
To get in touch with Greg:
(Company: The Agile World)
(Twitter)2021-06-0136 minScience of CXDina and Don Ortiz: To Better Grow the Business Try to Solve the Problems Not the SymptomsIn this Episode #52, I got a chance to sit down with Dina and Don Ortiz. They have been pleasing audiences around the world and especially to the US Troops on bases in many foreign countries with their band. Dina and Don are incredible people and souls that are built on the premise of the customer deserves the best, but along the way they built a very unique business out of pleasing their audiences. Join me as we talk about what it takes to build a real people pleasing business in the music industry.
We also got to...2021-05-2639 minScience of CXAlicia Butler Pierre: Business Operations Were Never Really Sexy...Until NowToday, Steve uncovers some of the missing links in business operations. Steve's guest is Alicia Butler-Pierre, CEO of Equilibria, Inc.
Check out the Sketchnote of this episode with Alicia.
Alicia's Bio:
Alicia Butler Pierre is the founder and CEO of Equilibria, Inc., a 15-year-old operations management firm. She specializes in increasing bandwidth for fast-growing organizations via business infrastructure. Alicia has a B.S. in Chemical Engineering from Louisiana State University, an MBA from Tulane University, and a Lean Six Sigma Black Belt certification. Combined, her content has over three-quarters of a million views...2021-05-2141 minScience of CXDan Edds: The Incredible Advantage of Linking the Employee Experience to the Customer'sThe customer experience is often dependent upon the broader experience of the workforce. This has several parts, 1) the human interface, 2) the value received, and 3) ongoing innovation that creates additional value and keeps the customer coming back.
Check our our SKETCHNOTE of this Episode with Dan
For more information reach out to Dan at:
DanielEdds.com
dan@praxissolutionsnp.com2021-05-1838 minScience of CX2020: The Year our Music Stopped - Part 3 with Gary Witt of the Pabst Theater GroupIn the 3rd and final part in this special series, Steve sits down with Gary Witt, the CEO of the Pabst Theater Group in Milwaukee Wisconsin. Steve and Gary, speak about how it has been to have shut down all of his venues for so long and how live entertainment goes so far beyond just entertainment for a city. It is the heart and soul of a city and greatly contributes to a city's financial economy.
Gary's Bio:
Arriving in Milwaukee via Chicago in 2002, Gary Witt is the CEO of the Pabst Theater Group, a...2020-10-2044 minScience of CXHow to Make Remote Working Work with Clare PriceAs we are all aware by now, a huge amount of global workers are continuing to work their jobs from home. Thousands of workers that used to commute and work in a physical building are now hold up in their dining rooms, bedroom, dens and basements or garages, working hard to keep companies moving forward. We have a guest on today, Clare Price, that has been a WFH person most of her career and has taken all the things she has learned and written and great "how-to" book, called Making Remote Work.
Please feel free to download...2020-10-1635 minScience of CXBreaking CX Barriers at an Integrated Software Suite with Emily Sloan Pace Ph.D.In this episode of ScienceOfCX Steve catches up with the ever busy Professor in Residence at ZOHO Corporation, Emily Sloan Pace Ph.D. Emily divulges some of the keys to CX Success in a software company as large and global as Zoho yet very customer-focused.2020-10-0929 minScience of CX2020: The Year our Music Stopped - Part 2 (A Touring Musician, AJ Pappas)In, Part 2 of our Special Edition Series: 2020:The Year our Music Stopped, we get time to sit down with my cousin, AJ Pappas. AJ is a long-time veteran touring musician, having toured all over the world with Popa Chubby and now with Gary Hoey.
I wanted to have an episode that touches on another aspect of what we have lost, our live music experiences, but from a musician's perspective.
I think you will enjoy better understanding what the pandemic and 202 has meant to artists, bands and all of the great folks that make live music...2020-10-0226 minScience of CXThe Changing Landscape in Healthcare Contact Centers with Gordon SchlefferIn this episode of ScienceOfCX, I was sit down with Gordon Schleffer, VP of Customer Care at Magellan Health and chat about how healthcare is changing in 2020. We talk about everything from hiring, training, Work From Home, Employee Engagement and Experience to process, knowledge and technology.
Listen in and join the conversation around healthcare's future.2020-09-3039 minScience of CX2020: The Year Our Music Stopped - Part 1 (Tim Messina and Peter Ramsey)In March of 2020, COVID-19 had escalated to National and Global Emergency Levels. Very few people are talking about how entertainment of all types stopped also, especially live music. According to NIVA, the National Independent Venue Association, there is a possibility that 80-90% of all Independent Music Venues might close for good.
This could cause a real shift in our culture as to how we experience live music for the next few months and on into the future. As this podcast centers around experiences of customers, I thought it'd good to delve into the music world with the...2020-09-291h 07Science of CXCreating Customer Memory Impressions with Jeanne BlissIn this episode of #ScienceofCX, Steve and Angela caught up with the very busy Jeanne Bliss of Customer Bliss and had a wonderful conversation about her views on Customer Experience. Jeanne is known as the Godmother of CX, so it was fitting to dig deep into her thoughts and expertise in this knowledge-filled episode.
Link to Amazon for Jeanne's Books:
Chief Customer Officer
Chief Customer Officer 2.0
Would you Do That to Your Mother
I love You More Than my Dog
Jeanne's Twitter2020-09-2535 minScience of CXVerizon's Digital Experiences and Growth in 5G with Phil BurrowsIn this episode, #StevePappas sits down with @PhilBurrows of .@Verizon and talks about how he leads the Customer Experience effort within the company's new 5G Product Line.2020-09-2335 minScience of CXTurning Your Hobby Into a High-Growth Business with Mike RosaIn this episode of Science of CX, Steve and Angela speak to Mike Rosa, owner of Anabolic Aliens an online Fitness Empire. Mike discloses many of the tools and techniques he used from Social media to a massive youtube channel to build his company, app called Exerprise and line of products.
For More Info:
Mike's Instagram Anabolic Aliens
Mike's Twitter Anabolic Aliens
Mike's Email: mike@anabolicaliens.com
2020-09-1840 minScience of CXWill Your Company Transform to a Digital First One in 2021, with Kash KompellaSteve sits down with Kash Kompella, CEO of RPA.ai, advising some of the biggest companies around the world in AI, Investments and M&A Advisor and author of Practical Artificial Intelligence. Our conversation covered many aspects of AI and CX that can help each listener today.
For more info:
http://amazon.com/author/kashyap
https://twitter.com/kashyapkompella?lang=en
https://twitter.com/rpa2ai2020-09-1638 minScience of CXEngage, Surprise and Delight your Customers with a Handwrytten Card with David WachsHave you ever thought about the personal touch we have lost in communicating with our clients and suppliers? In the future, let's take a lesson from the past and really "WOW" our customers, by using a Handrwrytten note instead of an email. Steve sits down with David Wachs, Handwrytten's Founder and CEO to discuss how his subscribers can make their customers and suppliers feel very special. Try the service out.
For more info:
Twitter: @davidbwachs
https://www.facebook.com/handwrytten
https://twitter.com/handwrytten (@handwrytten)
https://www.linkedin.com/c...2020-09-1137 minScience of CXUnleashing New Radical Growth for Your Company with Tom ShapiroSteve and Angela sit down with Tom Shapiro, CEO of Stratabeat and Author of 'Rethink Your Marketing', to discuss the qualities of the most winning companies today. The Biggest, the Boldest and the most Decisive Companies have the most wins! Listen in to the conversation and grab the golden nuggets Tom shares.
Tom Shapiro2020-09-0941 minScience of CXUncover a Secret Weapon to boost your CX Strategy with Ivor PlecasIn this episode, Steve uncovers a little known secret weapon to include in your CX arsenal. Ivor Plecas of Kingdom Noel dive into aspects of the Customer Journey many have overlooked. We discuss the sociological aspects of influences and behavior. Listen in to learn more.2020-09-0434 minScience of CXInjecting Creativity into The Customer Journey with Nir BashanIn this episode, Steve talks to Nir Bashan, Author of Creator Mindset, about how to add a more creative dimension into every moment of the customer journey. He describes why we need to think more creatively more today than ever before.2020-09-0431 minScience of CXUse Improv to Brainstorm Innovation in Your Employees for Better CX with Jordan HirschIn this episode, Steve and Jordan break down how you can use improv techniques and training exercises to create better employee and customer experiences. Try the "Yes And" Game with your team and see some great results today.2020-09-0241 minScience of CXCX, Listening Paths, Motivators & Gaming Experiences with Nate BrownIn this episode, Steve discusses with Nate the value, the ROI, the motivators and gaming experiences.2020-08-2632 minScience of CXDigital Experience Management and Analysis with Avi MashIn this episode, Steve discusses how to ensure better digital experiences for your prospects and customers with Avi Mash of Content Square, A Digital Experience Management technology company.2020-08-2129 minScience of CXThe Keys to Writing Great Personas for CX with Ardath AlbeeIn this new episode, Steve and Angela discuss all of the aspects of researching and developing better personas for your CX Initiatives.2020-08-1937 minScience of CXDetermining the Killer Metrics for Your CX Initiative with Jim TincherIn this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.2020-08-1433 minScience of CXShow Don’t Tell Your Customers Incredible Value with Brenden KumarasamySteve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed than ever before, being average doesn’t make it anymore. 2020-08-1232 min
Broadening the NarrativeOur Journey Toward Mutuality with Stephen PappasOn this episode of Broadening the Narrative, I am joined by Stephen Pappas, my partner in this life for the past 10 years. We discussed gender roles, what we used to believe, what we believe now, and why this is important. Our journey from defending complementarian theology to embracing egalitarianism has brought us closer and is impacting the way we live. I hope that if you know and love me you can engage with the Broadening the Narrative blog, social media accounts, and podcast, as well as any recommended resources. Then, you can share with people who know and love...2020-08-1146 minScience of CXThe Intersection of Sales, Marketing and CX with Brandon TiddIn this episode, Steve Pappas and BrandonTidd discuss where Sales, Marketing and CX meet in a "hub" around the Customer.2020-08-0729 minScience of CXEmployees are the Customers of Change with Steve SalisburyIn this episode, Steve Pappas discusses with Steve Salisbury, how to look to your employees to foster positive change around CX, how to enagege the resistors and create Active Leadership Models in your business.2020-08-0526 minScience of CXContact Center in Crisis: The New Pivot on the Conferences Pre-COVIDIn this Special Edition Episode, Steve talks with Valerie McSorley, a 25 year veteran event organizer in the Contact Center and CX Space. They discuss the need for a wholesale pivot from the pre-COVID conferences to something unique online that gives folks a sharing, networking and learning platform to help move forward.2020-08-0324 minScience of CXCustomer Journey Orchestration with Mark Smith of KitewheelSteve interviews, Mark Smith, Ph.D, President of Kitewheel, a Boston-based Customer Journey Orchestration Hub for managing customer journeys across all business channels.2020-07-3138 minScience of CXThe Celebrity Guest Experience with Jill RaffSteve's guest today is Jill Raff, as she dscusses how she began understanding Ray Kroc's CX approach when her Dad bought a McDonalds franchise. She has evolved that methodology throughout her career as she speaks and does workshops/training in The Celebrity Guest Experience.2020-07-2935 minScience of CXDesigning a Customer-Centric Culture with Annette FranzThis week Steve and Angela welcome CX thought leader, coach, keynote speaker, and author Annette Franz, to talk about designing a customer-centric culture. 2020-07-2435 minScience of CXTraining Agents to Write Great Customer Content with Leslie O'FlahavanThis week Steve talks with Leslie O'Flahavan, owner of consulting company E-WRITE, about training our customer service reps to be great writers.2020-07-2237 minScience of CXJourney Mapping the Customer Experience with Dennis GershowitzThis week Steve talks with Dennis Gershowitz, Principal of DG Associates, about journey mapping the customer experience.2020-07-1730 minScience of CXWalking the Guest Path with Bradly SaxOn this episode Steve welcomes Bradly Sax, director of customer experience and operational excellence practices for Delaware North, about walking the guest path.2020-07-1528 minScience of CXTransparent Service in the Hospitality Industry with Derrick RiccaThis week Steve and Angela talk with Derrick Ricca, a 25-year veteran of the hospitality industry, about providing transparent service to customers.2020-07-1034 minScience of CXFinding the Voice of the Customer with Colin CrowleyIn this episode of the Steve & Angela talk with Colin Crowley, award-winning playwright & VP of Customer Experience at Freshly, about finding the voice of the customer.2020-07-0840 minScience of CXAutomation Meets Customer Service with Jim SinurThis week Steve talks with Jim Sinur, independent thought-leader and CEO of Flueresque, about how automation and new technologies can play a role in improving customer service.2020-07-0332 minScience of CXCustomer Listening and Research Intelligence with Martha BrookeSteve welcomes Martha Brooke, founder of Interaction Metrics & Certified Customer Experience Professional, for a deep dive into customer listening and research intelligence.
2020-07-0130 minScience of CXCreating a Seamless CX Across All Channels with Bill AlbertThis week Steve & Angela welcome UX research pioneer and Bentley University User Experience Center Executive Director Bill Albert to discuss improving CX and usability across all channels.2020-06-2633 minScience of CXReimagining the Healthcare Industry with Tom KoulopoulosThis week Steve & Angela welcome renowned author, futurist, and speaker Tom Koulopoulos to the Science of CX to talk about reimagining our healthcare industry.
Learn more about Tom at http://tkspeaks.com/2020-06-2441 minScience of CXBeating Consumer Expectations as the Country ReopensAs the country prepares to reopen, Angela and Steve look at new consumer expectations and how businesses can use good CX practices to exceed them.2020-06-1032 minScience of CXExploring Panviva's New CX Influencers eBookIn this week's episode Steve gives an overview of Panviva's latest eBook 'Build a Better CX', showcasing some of the top CX influencers in the industry. 2020-06-0316 minScience of CXThe Curbside Take-Out Experience and the Disruption of the Food Service IndustryThis week Steve and Angela discuss the disruption of the food service industry and examine some ways local businesses have been handling the curbside customer experience.2020-05-2725 minScience of CXManaging a Remote Work Force with Our New Co-Host Angela SimpsonThis week Steve welcomes our new co-host Angela Simpson and her 25+ years of healthcare experience to the Science of CX. In their first episode together, they discuss tips for managing a productive remote workforce.2020-05-2034 minScience of CXGamifying Engagement in Remote Teams with Luke JamiesonThis week Steve interviews Luke Jamieson of Playfulli to talk about how we can use gamification and microlearning to engage teams while working remotely. 2020-05-0819 minScience of CXEmployee Experience is Embedded into CXIn this episode Steve addresses the alarming statistic that only 53% of employees feel engaged at work, and also gives a few helpful tips for how your organization can improve employee engagement with great CX.2020-04-2911 minScience of CXHealthcare Adapting in the Age of COVID-19: Physical Therapy with Dr. Brett AshenfelterIn a new series investigating how COVID-19 is changing the healthcare landscape, Steve talks with NH-based physical therapist Dr. Brett Ashenfelter.2020-04-2420 minScience of CXCX Strategy Tips During COVID-19Steve shares some important Customer Experience strategies for maintaining your customer experience during the COVID-19 epidemic.2020-04-0108 minScience of CXCan CX Truly Be a Competitive Advantage?In this episode Steve discusses how to turn CX into a competitive advantage by being memorable and remarkable.2020-03-2510 minScience of CXHow to Identify CX LeaksIn this episode Steve helps you identify some common CX pitfalls in the customer buying process, and how to avoid them.
You can view the infographic referenced in this podcast here: https://marketing.panviva.com/acton/media/1856/getting-into-the-mind-of-your-customer2020-03-1114 minScience of CXWho Benefits from a CX Focus?This week's podcast looks at the different business situations where an organization can benefit from focusing on CX.2020-02-2617 minScience of CXFalling in Love with a BrandA special Valentine's Day episode on the conditions that let us fall in love with a brand. 2020-02-1410 minScience of CX7 Steps to Superior CXIn this episode Steve explains 7 practical steps to elevating your company's customer experience.2020-02-1223 min
Science of CXCX is Not Customer ServiceIn the premiere episode of The Science of CX, Steve defines the difference between customer service and customer experience. 2020-02-0416 min