Shows
Voices of CXWriting the Blueprint for Customer Obsession: Marbue Brown - S10E8This week, I had the chance to read the blueprint for customer obsession (literally) with the help of Marbue Brown. He’s a CX practitioner with years of experience at companies who can more or less take credit for starting the movement toward customer obsession. Amazon, Microsoft, Cisco, JP Morgan Chase… you know, just some mom-and-pop shops.
We discuss how the truly customer-obsessed companies out there go to extremes. They do things in their day-to-day operations that would get most people laughed out of the room. And most importantly, they innovate nonstop, because customer expectations never stop changing, either.
So get...
2022-12-1941 min
Voices of CXWhy Setting Guest Expectations is a Huge Challenge for Hospitality: Mike Kuenne - S10E4This week, I was joined by Mike Kuenne, owner and principal of Kuenne Advisory LLC. We discussed the complex reality of setting expectations in the hospitality industry. One guests’ memory-building experience is another’s one-star review, and the absolute norm in one region is a completely foreign experience in another.
A misalignment in expectations can ruin an otherwise good or even great experience. And hospitality has the huge responsibility of understanding the differences between these guest profiles and, not only accommodating them differently but finding opportunities to set expectations ahead of time so they’re not caught by surprise.
Without furthe...
2022-11-0737 min
Voices of CXDesign Thinking at the Agency Exporting Silicon Valley: Marcela Lay - S10E3This week, I had a good friend on the show, Marcela Lay, SVP and Head of Client Strategy at Y Media Labs. Of all her passions, the one she makes her name from is the cultural transformation of companies. She draws a lot from her experience in hospitality, translating her standard of care for individual guests to a company level. She helps Silicon Valley tech companies focus on the customer with that same intensity, creating digital products and apps to make a company’s end-to-end experience as customer-centric as possible.
Get ready for the most thorough breakdown of design thinking we...
2022-10-3136 min
Voices of CXMaking Qualitative CX Data Practical and Scalable: Alex Genov - S10E2This week, I had the pleasure of speaking with Alex Genov, Head of Marketing Insights and Customer Research at Zappos. We discussed the tension between academic research and its application in organizations, and how the human aspects of research found in qualitative studies get overlooked.
As Alex suggests, the key is fine-tuning the balance between the two, taking the time to understand where your limits and your customer’s needs meet. That's where you’ll find the practical, scalable solutions, instead of taking a cold average of human experience.
🟠About Alex Genov
Alex is an experienced customer research professional who applies...
2022-10-2440 min
Voices of CXHow Storytelling Creates Customer Value Through Shared Experiences: Graham Brown - S10E1To kick off the Voices of CX Podcast’s season 10, we hosted Graham Brown.
Graham and I took a good look at the human experience, complete with detours down memory lane. He’s a storyteller by trade, helping leaders tell better stories through data and showcasing great experiences.
In our discussion, we delved into the human side of business, and how companies get so focused on innovating that they lose the human aspects of business and end up commoditizing themselves anyway. Beyond that, people are afraid of getting replaced in the business world by increasingly sophisticated AI. But we think the...
2022-10-1750 min
Voices of CXHow COVID Supercharged the Decentralization of Work // CX In ContextWelcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you.
This week on the Voices of CX Podcast, we talked to Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise Virtual Solutions. His passion is for customer service and helping people understand how to create amazing customer experiences in a decentralized way.
Listen to the...
2022-05-1308 minVoices of CXKeeping Up with Changing Customer Expectations in Hospitality // CX In ContextWelcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you.
This episode, we dive into the wide, multi-cultural and multi-faceted world of hospitality, where there’s no easy way to segment customers, let alone cater to every single one based on something as broad as a demographic. Alec Dalton was our customer-centric concierge for this...
2022-04-2607 min
Voices of CXLessons From Legendary Companies In The Hospitality Industry: Alec Dalton - S9E4This week on the Voices of CX Podcast, we talked to Alec Dalton, Co-founder & Partner of the Hospitality Leadership Academy about service concepts he's perfected over his decade in hotel operations and global quality management with brands like Marriott, The Ritz-Carlton, and Disney. We discuss why approaching exceptional service with an industrial mindset that leaves room for personal agency and empathy is the best of both worlds.
🟠About Alec Dalton
Alec’s expertise and passion were formed throughout a decade in the hospitality industry, including hotel operations and corporate roles with Marriott International, The Ritz-Carlton, and Walt Disney Parks & Resorts. In 20...
2022-04-1841 min
Voices of CXElevating the Human Experience: Amelia Dunlop - S9E3This week on the Voices of CX Podcast, we talked to Amelia Dunlop, Chief Experience Officer at Deloitte Digital. She talked about her greatest passion, elevating the human experience in the workplace and how love should be part of that conversation.
🟠About Amelia Dunlop
As Chief Experience Officer at Deloitte Digital and leader of the US Customer Strategy and Applied Design practice for Deloitte Consulting LLP, Amelia Dunlop helps companies develop winning strategies that combine innovation, creativity, and digital strategy.
Amelia received Consulting Magazine’s 2020 Top Women in Technology Award for Excellence in Innovation. She is author of the book, Eleva...
2022-04-0447 min
Voices of CXHow Hootsuite Teaches Brands to Serve Customers Better - Matt Fingerhut - S9E2This week on the Voices of CX Podcast, we talked to Matt Fingerhut, Senior VP of Hootsuite's Global Customer Organization. We'll dive into how Hootsuite teaches brands to serve customers better by wielding social media intentionally and responsibly.
🟠About Matt Fingerhut
Matt's grateful to be on this podcast, on our planet, at Hootsuite, and among his friends and family. He appreciates it all, and tries his best to listen, learn, connect, and pay it forward.
For Hootsuite, Matt is the Senior Vice President of their Global Customer Organization, responsible for all things connected to their customers' post sales experience. In his ro...
2022-03-2142 min
Voices of CXAll About Voices of CX with Mary Drumond: The 100-Episode Special - S9E1On this week's episode, we brought on...the host! That's right, Mary Drumond, Worthix CMO and Editor-in-Chief of the Voices of CX blog gets the script flipped and takes the hot seat. Will she survive the onslaught of deep, thought-provoking questions from none other than her previous guests and her own listeners?
🟠Visit VoicesofCX.com to read the full transcript and sign up to our newsletter
Mary Drumond is Chief Marketing Officer at Worthix and host of Voices of CX Podcast. She is also an entrepreneur who has been through the trenches, starting as an instructor and working her way up...
2022-03-0826 min
Voices of CXThe Best of Voices of CX Season 8For this episode, we curated the best of Voices of CX Season 8 to find the ones that pushed our thoughts on CX in new and exciting directions.
Our Picks (full episodes):
Chelsea Kim – Pay it Forward with Empathy; a New Way to Bank: https://bit.ly/3Egl2BM
Chris Wallace – Scaling Frontline CX Knowledge Throughout Your Company: https://bit.ly/3peZWPI
Howard Tiersky – A Customer-Centric Approach to Digital Transformation: https://bit.ly/3sqyVuK
Dan Gingiss – What Makes a Remarkable, Shareable Customer Experience?: https://bit.ly/3FcLv4l
Leslie Short – Create a Company Culture You Can Be Proud Of with DEI: https://bi...
2021-12-2121 min
Voices of CXChris Wallace - Scaling Frontline CX Knowledge Throughout Your Company - S8E13On this week’s episode, we talked to Chris Wallace about scaling the best of your frontline employee’s knowledge, experience and expertise all the way up to the executive suite so that your company can make the most of it.
🟠About Chris Wallace
Chris is the Co-Founder and President of InnerView, a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. At InnerView, Chris and his team have developed the breakthrough Brand Transfer Study tool, which helps companies measure brand message alignment and engage their frontlines in innovative new ways.
Chris has experti...
2021-12-1333 min
Voices of CXMichael Keplinger - Finding the Why Behind the Buy in Consumer Packaged Goods - S8E12On this week's episode, we talked to Michael Keplinger about a topic we don't normally get to explore - consumer packaged goods. Which is crazy, because after our conversation, it's hard to imagine an industry that's more about understanding customers, inside and out.
🟠About Michael Keplinger
Michael Keplinger is a partner at SmashBrand, an agile brand strategy agency for consumer packaged goods that specializes in a complete approach to market research, product design, and testing.
After earning a degree and early career in computer engineering, Michael’s entrepreneurial drive took hold and he soon found himself developing market strategies for his o...
2021-12-0637 min
Voices of CXChelsea Kim - Pay it Forward with Empathy; a New Way to Bank - S8E11On this week's episode, we talked to Chelsea Kim about why the banking industry (and all industries, for that matter!) need to focus on kindness, and how “paying it forward” can be a business principle.
🟠About Chelsea Kim
Chelsea Kim is the Co-Founder and Head of Marketing and Operations at BELLA, a lifestyle brand with the first conversational banking experience 100% powered by love. BELLA is challenging the status quo, building a movement by injecting love, beauty, and empathy into business.
Building businesses is in Chelsea’s blood. After starting her career in healthcare operations 10 years ago, she moved into technology, and
for t...
2021-11-2939 min
Voices of CXCaroline Buck - Bringing Customer Centricity to Pet Food - S8E10On this week's episode, we talked to Caroline Buck about her unlikely journey from the world of UX and brand marketing to direct-to-consumer pet food.
🟠About Caroline Buck
Caroline is the co-founder and chief marketing officer at Petaluma, a sustainable dog nutrition company. Caroline’s background is predominantly in product marketing, business development, and growth marketing. Most recently, Caroline was VP of Marketing at Mexico-based software services company Wizeline, which she helped scale from 200 people to over 1,200 people in three years. Prior to Wizeline, Caroline was a Product Marketer at Yahoo! in the advertising technology product team. Caroline’s background of lead...
2021-11-1540 min
Voices of CXNicholas Zeisler - Getting CX Right, Starting with Process Engineering - S8E9On this week's episode, we talked to Nicholas Zeisler about process engineering, and how designing more efficient CX processes doesn't mean more layoffs.
🟠About Nicholas Zeisler
Nicholas “Z” Zeisler is a Fractional Chief Customer Officer and CX Strategist, and Principal at Zeisler Consulting. He’s been a Fortune 100 CX Executive and has helped clients large and small in industries as varied as tech, healthcare, insurance, energy, fashion, and retail, improve their CX, drive positive changes to their business processes, and build enduring Customer-centric cultures.
In his new book, We’re Doing CX Wrong…And How To Get It Right, he outlines comm...
2021-11-0843 min
Voices of CXHoward Tiersky - A Customer-Centric Approach to Digital Transformation - S8E8On this episode, we talked to Howard Tiersky, CEO at FROM, The Digital Transformation Agency, whose goal is to bring companies up to speed with customers' expectations of the digital sphere. After COVID fast-tracked digital transformation for everyone, it's even more essential to get it right.
🟠About Howard Tiersky
Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. He was named by IDG as “One of The Top 10 Digital Transformation Influencers to Follow Today,” and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.”
As an entrepreneur...
2021-11-0152 min
Voices of CXLeslie Short - Create a Company Culture You Can Be Proud Of with DEI - S8E7On this episode, we talked to Leslie Short, and how she’s bringing the best of Diversity, Equity and Inclusion (DEI) to big corporations that struggle with or strive to improve their own programs. And she’s doing it with a mind for serious, long-term, evolving relationships between employers and their most valuable asset – their people.
🟠About Leslie Short
Leslie Short is owner of The Cavu Group, author of Expand Beyond Your Current Culture, and a DEI strategist with four decades of experience. She created The Cavu Group in an effort to facilitate and create new solutions to old and new issue...
2021-10-2544 min
Voices of CXDan Steinman - Customer Success is Vital to the Consumption Model - S8E6On this episode, we talked to Chief Customer Evangelist at Gainsight, Dan Steinman. Dan has been deeply involved in the field of Customer Success before the phrase was coined by Salesforce, then adopted by virtually every major business in the world. He's seen business models shift over the years, from the subscription model to the newer consumption model, and explains how CS has been vital to each of them.
🟠About Dan Steinman
Dan Steinman is the Chief Evangelist at Gainsight.
Prior to joining Gainsight as Chief Customer Officer, Dan was the first Vice President of Customer Success and Renewals at Mar...
2021-10-1841 min
Voices of CXDan Gingiss - What Makes a Remarkable, Shareable Customer Experience? - S8E5On this week's episode, Dan Gingiss joined the Voices of CX Podcast to promote his new book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share. Customers are more than eager to share bad experiences - in fact, companies have trained them for it, whether they meant to or not. So, what does it take to get them to share the remarkable ones?
🟠About Dan Gingiss
For 20+ years, Dan led marketing teams in nearly every marketing channel — from direct mail to email to social media. He also served in multiple customer service and custome...
2021-10-0439 min
Voices of CXJill Raff - Great Employee Experience Drives Great Customer Experience - S8E4Jill Raff joined us on Season 8 of the Voices of CX Podcast to talk about the full value of the employee experience, how it directly impacts the customer experience, and how the past two years have highlighted just how rough front-liners have had it.
Jill Raff is the globally recognized EX2CX™ Expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who works with executive leadership who recognize the paradigm shift due to the pandemic; the non-negotiable creation of a more humanized culture prioritizing their people.
She helps organizations that now acknowledge their people are their greatest asset, bu...
2021-09-2743 min
Voices of CXShareef Mahdavi - Why Patient Experience and Customer Experience Deserve to be Equal - S8E3On this week's episode of the Voices of Customer Experience, we talked to Shareef Mahdavi, president and co-founder of SM2 Strategic. As a speaker and consultant, he's on a mission to help doctors be better at their chosen profession by merging the core tenets of patient experience with those of customer experience, and goes in-depth with his new book, Beyond Bedside Manner.
🟠About Shareef Mahdavi
Shareef Mahdavi is the son of a pediatrician and grew up in Bethesda, Maryland. Although he didn’t become a doctor, he’s been working with them since graduating from the University of Michigan in 1985.
With an...
2021-09-2044 min
Voices of CXShep Hyken - He Said He'll Be Back - S8E2On this week's episode, star speaker, friend of the show and returning guest Shep Hyken rejoins the Voices of CX Podcast to discuss his new book, I'll Be Back: How to Get Customers to Come Back Again and Again.
🟠About Shep Hyken
Shep Hyken is the CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He...
2021-09-1344 min
Voices of CXWayne McCulloch - The Best CS Framework Starts with Empathy - S8E1🟠About Wayne McCulloch
One of the world’s leading customer success experts and a Top 100 Customer Success Strategist, Wayne McCulloch works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He’s a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles.
Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., and the VP of the Customer Success Group at Looker.
For more information about The Seven Pillars, including downloadable templates and training and certifica...
2021-09-0740 min
Voices of CXMegan Burns - Marriage Counseling the Customer-Brand Relationship - S7E13Megan Burns is one of the world’s leading experts on customer experience and culture change. She advises leaders and organizations on how to use the science of human behavior to embed world-class customer experience (CX) practices into operations, IT, customer service, and sales so an exceptional experience becomes the everyday norm.
Megan’s insights into customer and employee experience come from 20 years of research and consulting. Prior to launching Experience Enterprises, she spent more than 10 years as vice president principal analyst at Forrester Research developing where she developed ground-breaking research on how brands like Amazon, Apple, Starbucks, and Salesforce deli...
2021-06-2850 min
Voices of CXDavid Sakamoto - CS Begins with Empathetic Project Planning - S7E12David Sakamoto brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing delivery of products and services to deliver customer outcomes and propel revenue growth.
He brings a unique background in customer success, sales engineering, services (professional, managed and support), product engineering and global operations. In his current role as Vice President of Customer Success atGitLab, he is responsible for leading the Customer Success organization, including Solution Architects, Professional Services and Technical Account Management.
Prior to joining GitLab, David built and scaled America’s Customer Success team at Cisco where he developed the end-to-end engagement ap...
2021-06-2133 min
Voices of CXBen Labay - Create Malleable Teams With Data - S7E11Ben is the CEO of the experimentation and CXO agency, Speero, by CXL. He combines a decade of academic and research training with UX & business development knowledge to help scope and run experimentation and CXO programs for companies including P&G, Serta Simmons, Codecademy, MongoDB, and Miro.
Access the transcript on our blog at https://voicesofcx.com/create-malleable-teams-with-data-ben-labay/?utm_source=soundcloud&utm_medium=description
Follow Ben Labay on LinkedIn
Follow Ben Labay on Twitter @BenJLabay
Check out CXO at Speero.com
Follow Worthix on LinkedIn
Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn
Follow Mary Drumond on Twitter...
2021-06-1439 min
Voices of CXFlipping the Script with Mary Drumond - S6E5For the Season Finale of Voices of CX: Off the Cuff, we decided to flip the script and put Mary Drumond herself on the hot seat. As the host, she’s had great opportunities to learn from a small army of thought leaders, expert practitioners and top academics from all over the CX landscape. This time, she gives us her take on what she’s learned from seasons past, and how they’ve reshaped her views on the industry.
Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host of the Voices of Customer Experience Podcast. Originally a passio...
2020-12-2235 min
Voices of CXHow the Ethics of AI Impacts Consumers Feat. Ramsay Brown - S6E4This week, Kevin Berry, the brain behind the Worthix AI (we call her LUCI) joins us on Voices of CX Off The Cuff. As our in-house technology genius, he's got lots of thoughts on all the different facets of Artificial Intelligence. That's why we selected him to talk about some of the most interesting parts of Ramsay Brown's season 2 podcast episode.
Access the transcript on our blog at https://voicesofcx.com/how-the-ethics-of-ai-impacts-consumers-ramsay-brown/?utm_source=soundcloud&utm_medium=description
To listen to the original podcast with Ramsay, follow this link 🎧 https://bit.ly/3qxvj6Z 🎧
About Ramsay Brown
Ramsay Brown is a Neur...
2020-12-0839 min
Voices of CXIncrease Engagement with Segmentation Feat. Hilary DeCamp - S6E3Mary Drumond sits down with Worthix’s Director of Customer Success, Peter Sooter, to talk about how to increase engagement of surveys and market research with segmentation.
He has insight galore to share about Hilary DeCamp’s Season 5 episode that he makes direct use of in his work.
The main takeaways (hidden beneath a little sarcasm) are how segmentation can help you increase engagement and minimize survey fatigue, how to deal with common measurement issues, and how to make sure bad response rates aren’t skewing your data.
Access the transcript on our blog at https://voicesofcx.com/increase-engagement-with-segmentation-hilary-decamp/?utm_source...
2020-12-0124 min
Voices of CXTurn Stories Into Conversions - Feat. Melanie Deziel - S6E2Mary Drumond sits down with Worthix’s Head of Content, Steve Berry to talk about practical applications of concepts that Melanie Deziel discussed in her season 4 episode. In this “off the cuff” episode, key topics touched on are keeping the human element at the forefront of content, providing value to your customers, and generating ROI from content efforts.
Access the transcript on our blog at https://voicesofcx.com/turn-stories-into-conversions-melanie-deziel/?utm_source=soundcloud&utm_medium=description
To listen to the original podcast with Melanie, follow this link 🎧 https://bit.ly/3lwsC2p 🎧
About Melanie Deziel:
Melanie Deziel, the founder of StoryFuel, is an intern...
2020-11-1729 min
Voices of CXWhat Makes an Effective B2B Social Media Strategy? Featuring Chris Strub - S6E1We're back for season 6 of Voices of CX! This time around, we're going "off the cuff" and chatting with Worthix employees about tangible takeaways from previous VoCX episodes.
To kick off the season, our host Mary Drumond is sitting down with Hannah Michelle Lambert, the team member responsible for all things social media. They dive into all the juicy details of "social media god" Chris Strub's season 5 episode.
Access the transcript on our blog at https://voicesofcx.com/what-makes-an-effective-b2b-social-media-strategy-chris-strub/?utm_source=soundcloud&utm_medium=description
Follow Hannah Michelle Lambert on LinkedIn:
Follow Chris Strub on social media
👉 LinkedIn: https://www...
2020-11-1030 min
Voices of CXGabe Larsen - When New Business is Scarce, Make Every Experience Count - S5E12Gabe Larsen leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital.
Prior to joining Kustomer, Gabe was the VP of Marketing for XANT (formerly InsideSales.com) where he helped create the sales acceleration category and grow the company from six to nearly one-hundred million in revenue. Gabe oversaw the brand transformation, establishing XANT as an industry thought leader, and pioneering a new enterprise go-to-market motion.
If Gabe is not creating marketing strategies, partnering with sales people to close a deal, producing content to build pipeline, or pioneering new marketing and sales approaches, you’ll find him at h...
2020-06-0845 min
Voices of CXBecky Roemen - Contact Centers are Untapped CX Value Centers - S5E11Becky Roemen is an experienced Customer Experience transformation strategist with demonstrated success and thought leadership. Her innate passion for the delivery of digital transformation & disruptive business technologies is married with her marketing and business strategy background. She serves as a thought leader in the Customer Experience and Disruptive Technologies space, backed by several industry publications and certifications.
Expertise in both technology and marketing give way to refined capabilities in developing and implementing a transformational customer experience strategy that provides value and drives customer loyalty. She's a trusted industry voice for guidance on emerging contact center channels and technologies, and has...
2020-06-0138 min
Voices of CXBrian Lamar - Survey Fatigue and How to Fix It - S5E10Brian is currently VP of Insights at EMI Research Solutions, where his role is understanding the sample landscape and best practices. He designs, analyzes and presents a research on research study of the sample providers, keeps up with trends and innovation in the industry and has developed a product to help consistency.
He has a passion around best practices and quality and assisting companies making the best business decision possible. He has spent the past 7 years developing a unique understanding of the online quantitative sampling landscape, analyzing my own internal research to help our clients reduce sample bias and determine...
2020-05-2537 min
Voices of CXThales Teixeira - Products Don't Disrupt Markets; Customers Do - S5E9Prof. Thales Teixeira is the co-founder of digital disruption consultancy Decoupling.co. Previously, he was the Lumry Family Associate Professor at Harvard Business School, where he taught for 10 years. His two primary domains of research constitute Digital Disruption and The Economics of Attention.
He has also been an expert reviewer for the US Food and Drug Administration under President Barack Obama. And he is one of the current judges of CNBC’s Disruptor 50 most innovative startups. He has consulted or advised top executives of over 15 of the Fortune 100 companies.
Access the transcript on our blog at https://voicesofcx.com/products-dont-disrupt-markets-customers-do-thales-teixeira/?utm...
2020-05-1839 min
Voices of CXBrian Carlson - When Patient Experience Meets Quality of Care - S5E8Currently serve as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago.
In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting, Physician Liaison and Center for EMS Excellence. Strategically he advises on institutional goals, employee engagement, culture...
2020-05-1132 min
Voices of CXDr. Gleb Tsipursky - Never Go With Your Gut - S5E7Known as the Disaster Avoidance Expert, Dr. Gleb Tsipursky is on a mission to protect leaders from dangerous judgment errors known as cognitive biases by developing the most effective decision-making strategies.
He has over two decades of consulting, coaching, and training experience as CEO of Disaster Avoidance Experts, and over 15 years of experience in academia as a cognitive neuroscientist and behavioral economist. Dr. Tsipursky writes for Inc. Magazine, Time, Scientific American, Fast Company, and Psychology Today. A best-selling author, his new book is Never Go With Your Gut: How Pioneering Leaders Make the Best Decisions and Avoid Business Disasters.
Access...
2020-05-0431 min
Voices of CXHilary DeCamp - Optimizing Your Market Research for Modern Consumers - S5E5Hilary oversees LRW’s quantitative research methods, strategies and tactics. She especially loves to collaborate with LRW clients and staff to solve the most challenging business problems in a world of rapidly changing marketing tools and research methods.
Hilary enjoys figuring out what matters to people, in both making their product choices and determining their customer satisfaction. Prior to joining LRW, Hilary previously served in research roles at M/A/R/C and Los Angeles Times. She guest lectures at USC, holds an M.M.R. from the University of Georgia and a B.S. in quantitative psychology from UCLA.
Ac...
2020-04-2041 min
Voices of CXChris Strub - How to Leverage a One-Post Social Media Strategy - S5E4Chris serves as both a consultant, offering social media best practices to nonprofits, and as an on-scene host, creating hours of real-time live video content to raise awareness and drive donations. In the winter of 2017, Chris served as a National Red Kettle Ambassador for The Salvation Army USA.
When Chris isn't on scene at a giving day, social media conference or training session, he is based out of downtown Greenville, South Carolina.
Chris is a live-stream content creator who's recorded countless podcast and live video interviews with influencers from around the world out of his signature '#FlyTheWStudio,' a...
2020-04-1345 min
Voices of CXPatricia Houston - Stop Shifting the Burden to Your Customers - S5E3Patricia (Tricia) Houston is an award-winning marketing research expert, experiential marketing aficionado, and visionary entrepreneur. She founded MMR LIVE Experience Design to help brands and agencies create better emotional connections with their audiences. Under Tricia's leadership, the team at MMR LIVE blends experiential marketing, research, and operational know-how into one integrated ethos. This next-gen approach is transforming innovation and organizational change to create #ExperienceBuilt brands.
A UGA Master of Marketing Research grad (’09), Tricia serves on the executive committee of the Family Promise North Fulton/Dekalb board, is the 2020 President of the SE Chapter of the Insights Association, and an avid su...
2020-04-0639 min
Voices of CXRob Markey - Are You Undervaluing Your Customers? - S5E2Rob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He joined Bain in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries.
Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He is co-author of the ultimate question 2.0 and hosts the Net Promoter System Podcast from Bain and company.
Access the transcript on our blog at https://voicesofcx.com/are-you-undervaluing-your-customers-rob-markey/?utm_source=soundcloud&utm_medium=description
Follow Rob...
2020-03-3045 min
Voices of CXJoe Pine - The Experience Economy is All About Time Well-Spent - S5E6B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.
In December 2019 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competiting for Customer Time, Attention, and Money, featuring an all-new preview to their best-selling 1999 book, The Experience Economy: Work is Theatre and Every Business is a Stage. The book demonstrates how goods and services are no longer enough...
2019-12-2339 min
Voices of CXJeff Toister - Jumpstart Your CX with a Service Culture Mindset - S4E14Jeff Toister is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning, including Customer Service Fundamentals and Leading a Customer-Centric Culture.
Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute.
Access the transcript on our blog at https://voicesofcx.com/jumpstart-your-cx-with-a-service-culture-mindset-jeff-toister/?utm_source=soundcloud&utm_medium=description
Follow Worthix on LinkedIn: www.linkedin.c...
2019-11-1838 min
Voices of CXSangram Vajre - Boost Your Win Rate with Account Based Marketing - S4E13Sangram Vajre, co-founder and CMO of Terminus, is a passionate marketing geek who loves to solve problems, both analytically and creatively. Over the years, Sangram has amassed invaluable experience through his work with startups, consulting, and global companies.
Before Terminus, Sangram led the marketing team at Pardot through its acquisition by ExactTarget, and then Salesforce. He's also the author of Account-Based Marketing For Dummies and is the mastermind behind #FlipMyFunnel.
For this episode, Sangram joined us live in our Atlanta Podcast Studio, and got to see our office (and our rubber duckies, of course) in person.
Access the transcript on our blo...
2019-11-1141 min
Voices of CXDon Peppers - How Extreme Trust is Changing the CX Game - S4E12Don Peppers is a bestselling author, blogger, and widely acclaimed keynote speaker, and global CX authority. A marketing futurist and accomplished trendspotter, Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, technologically fast-moving world.
His latest book, Customer Experience: What, How and Why Now, provides insights and how-to recommendations for building and maintaining a truly customer-centric business. Don claims to be the only rocket scientist in the advertising industry, with a BS in Astronomical Engineering. He also has a Masters in Public Affairs from Princeton University's Woodrow Wilson School.
Ac...
2019-11-0429 min
Voices of CXTed Wright - Word of Mouth: the Stone Age Marketing that Still Works - S4E11Ted Wright has been at the forefront of word of mouth marketing since he helped reignite the Pabst Blue Ribbon brand in 2000. Over the past decade, his agency has become a global leader in Word of Mouth marketing with clients on every continent.
Ted has won numerous public speaking awards on the subject, and for this special episode, he joined us live in the Worthix Podcast Studio in Atlanta.
Access the transcript on our blog at https://voicesofcx.com/word-of-mouth-the-stone-age-marketing-that-still-works-ted-wright/?utm_source=soundcloud&utm_medium=description
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2019-10-2842 min
Voices of CXMark Schaefer - How Brands can Beat the Marketing Rebellion - S4E10Mark Schaefer is a globally-recognized keynote speaker, educator, business consultant, and author. His blog {grow} is hailed as one of the top marketing blogs in the world.
Mark has worked in global sales, PR, and marketing positions for more than 30 years and provides consulting services as Executive Director of Schaefer Marketing Solutions.
He has advanced degrees in marketing and organizational development; holds seven patents; and is a faculty member of the graduate studies program at Rutgers University.
Mark has authored several books. His most recent, Marketing Rebellion, has quickly become a reference for the marketer of today.
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2019-10-2134 min
Voices of CXBrian Solis - Be a Champion of Creativity in your CX - S4E9Brian Solis is a world-renowned digital anthropologist, keynote speaker, and bestselling author. Solis has studied and influenced the effects of emerging technology on businesses, marketing and culture. His research, talks and books help executives and also everyday people better understand the relationship between the evolution of technology and its impact on business and society, and the role we play in it.
Brian previously joined us on Voices of CX: Season 2, talking about his book 'X: Where Experience Meets Design'. Now he's back to talk about his newest book, 'Lifescale: How to live a more Creative, Productive and Happy life'.
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2019-10-1423 min
Voices of CXStacy Sherman - On the Front Lines of Customer Experience - S4E8Stacy Sherman is known for her expertise in designing and implementing succesful customer-centric programs that differentiate B2C and B2B brands beyond price. She's currently head of customer experience and employee engagement at Schindler Elevator Corporation, where she's contributing to year by year revenue growth and portfolio protection.
Other than CX, Stacy has led digital marketing and website conversion optimisation for reputable brands of all sizes and budgets, including Verizon Wireless, AT&T, Martha Stewart, ADP, Wilton and more.
Access the transcript on our blog at https://voicesofcx.com/on-the-front-lines-of-customer-experience-stacy-sherman/?utm_source=soundcloud&utm_medium=description
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2019-10-0728 min
Voices of CXNeal Schaffer - Maximize your Social in the Age of Influence - S4E7Neal Schaffer is a leading authority on helping businesses through their digital transformation of sales and marketing through consulting, training, and helping enterprises large and small develop and execute on social media marketing strategy, influencer marketing, and social selling initiatives. Fluent in Japanese and Mandarin Chinese, Neal is a popular social media speaker and has been invited to speak about digital media on four continents in a dozen countries.
He is also the author of 3 books on social media, including Maximize Your Social, and in February, 2020 will publish his 4th book, The Age of Influence – The Power of Influencers to El...
2019-09-3033 min
Voices of CXRyan Foland - Ditch the Act; Show Customers your Authentic Self - S4E6Ryan is a Global Keynote Speaker and Managing Partner of InfluenceTree, a personal branding accelerator that teaches people how to build their brand, get featured in publications, and grow their social media following. Ryan’s clients include New York Times bestselling authors, venture capitalists, and Fortune 500 executives. His 3-1-3 Method and 4V Experience helps executives harness the power of vulnerability and authenticity to build a better, more relatable, more profitable brand.
Recognized by Inc. Magazine as a Top Marketer and named a Top Personal Branding Expert by Entrepreneur Magazine, and a 4 time TEDx speaker whose talks have been named in...
2019-09-2336 min
Voices of CXMelanie Deziel - How to Tell Better Brand Stories - S4E5Melanie Deziel, the founder of StoryFuel, is an international keynote speaker and a lifelong storyteller, recognized as one of the world's leading experts in native advertising and branded content.
As a speaker, she's taught marketers around the globe to think like journalists and tell better brand stories. She is a member of the National Speakers Association, and has graced the stages of industry-leading events like Content Marketing World, Native Ad Days, Social Media Marketing World, SXSW, and more.
She developed the Content Marketing course for Fairleigh Dickinson University's MS in Digital Marketing program, and has taught as an adjunct professor...
2019-09-1628 min
Voices of CXNir Eyal - Becoming Indistractable in an Online World - S4E4Nir Eyal writes, consults, and teaches about the intersection of psychology, technology, and business. The M.I.T. Technology Review dubbed Nir, “The Prophet of Habit-Forming Technology.”
Nir founded two tech companies since 2003 and has taught at the Stanford Graduate School of Business and the Hasso Plattner Institute of Design at Stanford. He is the author of the bestselling book, Hooked: How to Build Habit-Forming Products and Indistractable: How to Control Your Attention and Choose Your Life.
In addition to blogging at NirAndFar.com, Nir’s writing has been featured in The Harvard Business Review, TechCrunch, and Psychology Today.
Nir is als...
2019-09-0929 min
Voices of CXJeannie Walters - Make Compassion part of the Patient Experience - S4E3Jeannie’s motto “Creating Fewer Ruined Days for Customers” has been adopted by business leaders who have benefited from her inspiring keynotes, her pioneering CX Cultural Transformation program, and her workshops and webinars. Customer Thermometer called Jeannie’s presentation on “Meaningful Micro-Interactions” one of the top five TED Talks on customer retention.
Her podcast Crack the Customer Code, which she co-hosts with customer service expert Adam Toporek, has consistently garnered praise for its engaging industry insights. Jeannie has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.
Access the transcript on our blog at https://voices...
2019-09-0233 min
Voices of CXJoey Coleman - Be the Composer of your CX Symphony - S4E2For over a decade, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences. He is an award-winning speaker at both national and international conferences – competing against NY Times Bestselling authors, business leaders, and internet sensations.
Joey specializes in creating unique, attention-grabbing customer experiences. With a background in designing outreach materials, packages, events, promotions, and brand identities, Joey works with businesses and individuals seeking to provide their clients with memorable experiences. Joey...
2019-08-2636 min
Voices of CXTiffani Bova - Using CX as your Ultimate Growth Tool - S4E1Tiffani Bova is the growth and innovation evangelist at Salesforce and the author of the Wall Street Journal and bestselling book GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business.
Bova was recently named to Thinkers50’s Radar Class of 2019 and was Thinker of the Month in December 2018. She has appeared on MSNBC and Yahoo Finance, among others, and was featured in the January 2019 issue of Rotman Management Magazine's Disruption Issue.
She has also contributed to publications including Harvard Business Review, Forbes, Entrepreneur, and Huffington Post, and is a frequent guest on Wharton Business Radio an...
2019-08-1930 min
Voices of CXJames Dodkins - Doing Customer Experience like an Actual, Real-Life Rockstar - S3E11James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'.
Access the transcript on our blog at https://voicesofcx.com/doing-customer-experience-like-an-actual-real-life-rockstar-james-dodkins/?utm_source=soundcloud&utm_medium=description
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2019-06-0329 min
Voices of CXJim Kalbach - Creating Value through Mapping Experiences - S3E10Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading visual online workspace for remote collaboration.
Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Jim lived in Germany for 15 years before returning to the US in 2013. While there, he co-founded the European Information Architecture conferences, as well as the IA Konferenz.
Jim is widely know for his book, "Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams"
Access the...
2019-05-2834 min
Voices of CXSaid Baaghil - Focus on Being Strikingly Different - S3E9Said Baaghil is the 'Unconventional' Branding and Marketing adviser whose out-of-the-box ideas ignite companies to rethink how to reach their target audience and build sustainable brands.
His clientele consists of CEOs, and CMOs of leading organizations who are bold enough to be strikingly different from their competitors by breaking the chains of traditional patterns, evolving their business, and as result, creating brands that dominate the category.
Known as the man who ‘Evolves Business’. Baaghil is able to effortlessly dive into the heart and mind of the brand and chart out a new innovative course to optimize opportunities. According to him, well...
2019-05-2034 min
Voices of CXDenise Lee Yohn - Closing the Gap Between Brand Vision and Customer Expectations - S3E8Denise Lee Yohn is an author, a keynote speaker, and a brand leadership expert. Through her expertise and personal approach, Denise has inspired business leaders around the world to build great brands and exceptional organizations.
Denise has authored several books and has been a regular contributor to The Harvard Business Review, and Forbes. She's also written for Fast Company, Entrepreneurs, Knowledge@Wharton, and Change This. She has appeared on media such as Fox Business TV, CNBC, Wall Street Journal, and The New York Times.
Access the transcript on our blog at https://voicesofcx.com/closing-the-gap-between-brand-vision-and-customer-expectations-denise-lee-yohn/?utm_source=soundcloud&utm_medium...
2019-05-1338 min
Voices of CXAdam Toporek - Customer Experience That Sticks - S3E7Adam Toporek is an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication.
He is the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, the co-host of the Crack the Customer Code podcast, and the creator of the virtual training course, How to Deal with Difficult Customers. Adam is regularly ranked as a top customer experience thought leader and has been cited in Entrepreneur, Forbes, AMA, and over 100 other media.
Access the transcript on our blog at h...
2019-05-0645 min
Voices of CXDennis Wakabayashi - The Secret to C-Suite Centricity - S3E6Dennis Wakabayashi is a world leading CX strategist, innovator and evangelist working with Fortune 100 brands to transform their businesses by making customer experience the most important and reliable element of every business decision.
Dedicated to sharing his knowledge of the CX and integrated marketing space with colleagues, clients and other professionals, Wakabayashi is a CX subject matter expert who sits on Adobe’s Experience League Advisory Council and is a member of Service Design Week’s Advisory Board.
He is also heavily involved in training and education, currently teaching in the Big Data Certification program at Southern Methodist University (SMU) in D...
2019-04-3032 min
Voices of CXDavid Fish - The Importance of Actively Affecting Your Customers' Experiences - S3E5Dave Fish is founder and CEO of CuriosityCX an insights, creative, and customer experience agency. He has spent over 20 years understanding the grey areas of consumer behavior.
Dave has been directly involved in designing and executing Customer Experience initiatives and has extensive supplier and client-side experience in all facets of consumer behavior research. Dave held executive positions at The Engine Group, The Mars Agency, MaritzCX, as well as at JD Power, American Savings Bank and Toyota Motor Sales.
Dave regularly writes and presents on CX topics. His work has appeared in the Wall Street Journal, Automotive News, CNN, USA Today...
2019-04-2226 min
Voices of CXDiane Magers - How the CXPA Created a Collaborative CX Community - S3E4Diane Magers is CEO of the CXPA-- The Customer Experience Professionals Association. Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels.
Diane has demonstrated competence in startups, mid-size and Fortune 100 companies. Outstanding reputation for partnering, mentoring, promoting collaboration, and resolving complex business issues.
In this episode of Voices of Customer Experience, Diane talks about her role as CEO of the CXPA, its the mission, and how she intends to...
2019-04-1524 min
Voices of CXMatt Dixon - Why Reducing Effort Is The Secret to Retention - S3E3Matt Dixon is the co-author of The Challenger Sale, The Challenger Customer and The Effortless Experience--the book that launched Customer Effort Score (CES). He is also a frequent contributor to Harvard Business Review, and experienced advisor to senior executives on sales, service and customer experience.
Matt is curently Chief Product and Research Officer at Tethr, an Austin based company that provides an AI-powered communications intelligence platform that listens to, accurately transcribes and analyzes phone conversations, chat interactions and other asynchronous messaging in real-time, giving companies searchable, actionable insights that they can use to improve customer experience, sales, marketing, communications, product...
2019-04-0830 min
Voices of CXProfessor Marcus Cunha Jr - Leading the World's Best Marketing Research Program - S3E2Professor Marcus Cunha Jr is the director of the Master of Marketing Research program (MRR) at UGA. It is the first and most successful program of this nature (first class graduated in '81 and a network of 640+ alums). Its students are highly sought after with an employment rate of 100%. The 2017 GRIT report (Greenbook Research Industry Trends) showed that the UGA MMR is recalled three times as often as all the other programs combined.
Professor Cunha holds a Ph.D in Marketing and Consumer Behavior from the University of Florida. Before coming to Terry College of Business at UGA, he previously...
2019-04-0125 min
Voices of CXJay Baer - Creating Word of Mouth Advertising with Talk-Triggers - S3E1Jay Baer, CSP, CPAE has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince &Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world’s most important brands.
Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute and is visited by more than 250,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named best marketing podcast by the Content Ma...
2019-03-2540 min
Voices of CXDan Gingiss - Why Your CX Strategy Needs Social Media - S2E23Dan is a marketing and customer experience executive who has consistently focused on delighting customers. He is also a keynote speaker, author, and podcaster. His career has spanned multiple disciplines including marketing, customer experience, social media, and customer service. He currently works at "Winning at Social" and has previously held leadership roles at several major brands, including McDonald’s, Humana, and Discover.
Access the transcript on our blog at https://voicesofcx.com/why-your-social-media-strategy-needs-cx-dan-gingiss/?utm_source=soundcloud&utm_medium=description
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2019-01-2847 min
Voices of CXPatrick Campbell - Market Research-- The Secret to Profitability - S2E22Patrick Campbell is the Co-Founder and CEO of ProfitWell, the industry standard software for helping companies like Atlassian, Autodesk, Meetup, and Lyft with their monetization (through Price intelligently) and retention strategies. ProfitWell also provides a turnkey solution that powers the subscription financial metrics for over eight thousand subscription companies (it’s free and plugs right into your billing system).
Access the transcript on our blog at https://voicesofcx.com/market-research-the-secret-to-profitability-patrick-campbell/?utm_source=soundcloud&utm_medium=description
Prior to ProfitWell Patrick led Strategic Initiatives for Boston based Gemvara and was an Economist at Google and the US Intelligence community.
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2019-01-2132 min
Voices of CXMichael Bartlett - Becoming a Certified CX Professional (CCXP) - S2E21Michael Bartlett is a recent transplant from the United Kingdom, Michael lives and works in Missouri as the Director of Experience Innovation at JMARK Business Solutions. He also runs his own Customer Experience training and consulting firm and is the author of CCXP Exam Preparation.
Michael obtained his masters in Artificial Intelligence in 1999 and has been building NLP systems and Neural Networks ever since. His current focus is on using Human Centered Design to augment A.I. implementations.
Access the transcript on our blog at https://voicesofcx.com/becoming-a-certified-cx-professional-ccxp-michael-g-bartlett/?utm_source=soundcloud&utm_medium=description
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2019-01-1430 min
Voices of CXSidney Evans - Helping Brands Deliver Robust CX - S2E20Sidney Evans is an international expert and thought leader in branding and communications. He has published numerous articles in such publications as Branding Magazine, Forbes, and Oracle Marketing Cloud.
Sidney is a pragmatic strategist and expert communicator. He helps people develop and communicate their unique brand through clear messaging and by implementing sound strategy. Sidney Evans was selected to join the Forbes Councils, whose members are hand-selected, to become part of a curated network of successful peers and publish thought leadership articles. Most recently, he was asked to contribute to the Oracle Marketing Cloud blog.
Sidney is a senior columnist...
2019-01-0827 min
Voices of CXSammy Courtright - The Surprising Impact of Wellness on Your CX - S2E19Sammy Courtright is an attention to detail aficionado from the land down under who’s been with Fitspot from the very beginning. With a BA in Fine Arts from the University of Miami, she’s a nationally certified Pilates instructor who brings a blend of grit and imagination to the zillions of tasks that confront every startup. While she wears many hats at Fitspot, doing everything from sketching app screens to managing the customer experience, she can’t leave the house without her Akubra.
Access the transcript on our blog at https://voicesofcx.com/the-surprising-impact-of-wellness-on-your-cx-sammy-courtright/?utm_source=soundcloud&utm_medium=descri...
2018-12-1731 min
Voices of CXTom Goodwin - Stop Contemporizing Old Technology - S2E18Tom Goodwin is the EVP, Head of Innovation at Zenith Media, his role is to understand new technology, behaviors and platforms and ideate and implement solutions for clients. An industry provocateur and commentator, he's a regular contributor to the Guardian, Inc, GQ, TechCrunch, Forbes, Ad Age, Ad Week, and Digiday and his work has featured in the New York Times, Economist and the Times. Voted the #1 voice in Marketing by LinkedIn and one of 30 people to follow on Twitter by Business Insider Tom joined Zenith after founding Tomorrow, an agency to provide innovative advertising and marketing solutions for the post-digital...
2018-12-1131 min
Voices of CXGustavo Imhof - CX Metrics and KPIs in the Age of A.I. - S2E17Gustavo Imhof has been recognized as one of the rising stars of Customer Experience. Recently nominated a "30 Up and Coming Leaders in CX" --aged below 30, he works with leading blue chip companies and spoken to audiences across Europe and in LATAM, helping people understand the DNA of great CX strategy. He is regularly featured on a number of leading Customer Experience portals and has contributed to a number of CX thought leadership publications. Gustavo is specialized in measurement, KPIs and making your Voice of Customer actionable and embedding it within the business.
Access the transcript on our blog at https...
2018-12-0331 min
Voices of CXSue Duris - The Startup Playbook to CX - S2E16Sue Duris is Co-Founder/Director of Marketing and Customer Experience of M4 Communications, a marketing and customer experience consulting firm that helps organizations build and grow their brands by coaching them how to be customer-centric, advising them on their digital transformation initiatives and collaborating with them to design omnichannel experiences that engage employees and deliver customer value.
Sue received her BA in Economics from the University of Colorado and MBA from the University of California - Irvine. She writes and speaks regularly. Sue also hosts #CXChat, a weekly Twitter chat about all things Customer Experience.
Access the transcript on our...
2018-11-2631 min
Voices of CXNate Brown - Making Customer Feedback Matter - S2E15Nate Brown is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.
Access the transcript on our blog at https://voicesofcx.com/making-customer-feedback-matter-nate-brown/?utm_source=soundcloud&utm_medium=description
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2018-11-1939 min
Voices of CXShep Hyken - Disrupt The Competition and Create Fierce Loyalty - S2E14Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and B...
2018-11-1230 min
Voices of CXAnnette Franz - Employee Experiences Come First - S2E13Annette Franz is founder and CEO of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, we can design a better experience for all constituents.
Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience.
She co-hosts the weekly #CXChat on Twitter, serves as an executive officer on the Board of Directors of the Customer Experience Prof...
2018-11-0532 min
Voices of CXS2 E12: Ian Golding - Customer What?Ian Golding, is a Certified Customer Experience Professional and Customer Experience specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible.
Ian has published over 500 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member. Ian was also the first person in the world to be authorised by the CXPA to teach the Certified...
2018-10-2940 min
Voices of CXUlla Sommerfelt and Jan Parr - How Design is Fueling Customer Experience - S2E11Ulla is CEO and co-founder of the EGGS group. Her dream is to create the world’s best workplace for creative people and she is well underway to realize this. EGGS is a company where professional and personal growth is a key driver. She works with one eye on the future and is fascinated by modern tech and how design methods can be applied to make tech make sense to people and create value for business and society. A very experienced leader with high levels of positive energy. Educated at BI Norwegian Business School, MIT, and INSEAD, her motto is “neve...
2018-10-2232 min
Voices of CXColin Shaw - Practicing CX Beyond Philosophy - S2E10Colin Shaw has been recognized by LinkedIn as one of the world's top 150 business INfluencers, where he has 220,000 followers of his work. Also by Brand Quarterly as one of the 'Top 50 Marketing Thought Leaders over 50'. Established in 2002, Colin is Founder & CEO of Beyond Philosophy, the world's first consultancy & training companies dedicated to Customer Experience. Colin is a best-selling author of five best-selling books.
A sought-after keynote speaker Colin’s interactive presentation style uses thought-provoking questions, humor, and real-life anecdotes to engage, entertain and inform his audience. Audaciously Colin calls organizations live from the stage to make a point.
Colin is...
2018-10-1529 min
Voices of CXRamsay Brown - Using A.I. to Map the Brain and Program Behavior - S2E9Ramsay Brown is a NeuroTechnologist, Futurist Philosopher, and Escaped Circus Bear. Trained at USC's Brain Architecture Center, Rams worked on Brain Mapping and pioneered a Google Maps for the Brain. Now, he's CoFounder and Chief Operations Officer at Boundless.ai, where he and his team are leading the edge of Persuasive AI and Behavioral Design.
Access the transcript on our blog at https://voicesofcx.com/using-ai-to-map-the-brain-and-program-behavior-ramsay-brown?utm_source=soundcloud&utm_medium=description
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2018-10-0839 min
Voices of CXMax Israel - Setting The Stage for Design Driven Feedback - S2E8Max Israel is founder and CEO of Customerville, creator of the design-driven customer experience management platform used by companies in over 20 countries. Founded in 2003, Max’s company currently works with brands in a wide variety of sectors, including airlines, hotels, medicine, insurance, banks, and retail.
At Customerville, Max leads an innovative team who blend technology, art, and behavioral science to make the customer feedback process engaging and actionable – both for customer and employee. Customerville has come to be known for aggressively pushing the limits of what people can expect from customer experience surveys and reporting.
Israel has served as a boar...
2018-10-0136 min
Voices of CXDr. Nammy Vedire - Using Deliberate Innovation to Drive Growth - S2E7Namratha Vedire (Nammy) holds a Ph.D. in Electrical Engineering from Yale University. Her doctoral dissertation on the development of algorithms for 5G wireless communication technologies enabled her to cultivate a deep understanding of emerging wireless systems that will be integral for innovations in the fields of driverless cars, advanced mobile networks, virtual reality, and the Internet of Things.
During the course of her graduate studies, she leveraged her technical knowledge, analytical skills, and design interests to work with over 30 student, faculty, and alumni led early-stage startups at the Yale Entrepreneurial Institute as a Venture Creation Consultant. Her passion to...
2018-09-2438 min
Voices of CXMichael Barber - Why Marketers Should Embrace Customer Experience - S2E6Michael Barber is Senior Vice President, Chief Creative Officer at Godfrey. His work has been featured in The New York Times, The Wall Street Journal, and Forbes. This work has been awarded numerous industry awards, but more importantly has driven successes including the most effective and cost-efficient campaign in the history of a Fortune 500 company, a 160x return on ad spend, and 50 million earned media impressions within the first month of a new product launch.
Michael is one of Marketo’s Fearless 50 which recognizes the top marketers around the globe driving bold, fearless, marketing and digital transformation.
Access the transcript on...
2018-09-1736 min
Voices of CXDominic Venturo - US Bank- Redefining Experiences Through Innovation - S2E5Dominic Venturo is executive vice president and chief innovation officer for U.S. Bank. In this role, he leads a team of visionaries who see potential in emerging technology or business models and adapt those to fit customer needs as they understand them today or how they envision them in the future. Mr. Venturo’s team develops new products, sets the strategy for emerging innovations in financial services and creates the environment within the bank through which these innovations are tested, adjusted and brought to market.
Mr. Venturo is frequently featured as a keynote speaker at industry conferences and has be...
2018-09-1033 min
Voices of CXProf. Dr. Phil Klaus - CX Vanguards, Outperform Your Competition By 600% - S2E4Prof. Dr. Phil Klaus is widely considered one of the leading global Customer Experience Strategists. He is the founder of Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience and Marketing Strategy at the International University of Monaco, bestselling author of “Measuring Customer Experience – How to Develop and Execute the Most Profitable Customer Experience Strategies,” Chairman of the PK Customer Experience Institute, and holds multiple visiting professorships around the globe. His award-winning research has appeared in numerous books, and a wide range of top-tier academic and managerial journals.
Prof. Klaus is a frequent keynote speaker at public and in-company seminars and co...
2018-09-0338 min
Voices of CXDan McCarthy - A Statistical Analysis of Your CX - S2E3Dan is an Assistant Professor of Marketing at Emory University's Goizueta School of Business. His research specialty is the application of the leading-edge statistical methodology to contemporary empirical marketing problems. His research interests include customer-based corporate valuation and customer lifetime value. His research has been accepted and published in top-tier academic journals such as the Journal of Marketing, the Journal of the American Statistical Association: Theory and Methods, Statistica Sinica, and the Annals of Applied Statistics. It has also been featured in media outlets such as the Harvard Business Review, Wall Street Journal, FT, Fortune, Barron's, CBS, CNBC, Slate, Business...
2018-08-2731 min
Voices of CXYu-Kai Chou - Gamify the Experience - S2E2Yu-kai Chou is an Author and International Keynote Speaker on Gamification and Behavioral Design. He is the Original Creator of the Octalysis Framework, and the author of Actionable Gamification: Beyond Points, Badges, and Leaderboards. He is currently President of The Octalysis Group and the Founder of Octalysis Prime. Yu-kai has been a regular speaker/lecturer on gamification and motivation worldwide, including at organizations like Google, Tesla, Stanford University, LEGO, Sberbank, TEDx, Boston Consulting Group, Gamified India, Huawei, the Innovation Center in Denmark, Kingdom of Bahrain government, and many more. His work has affected over 1 Billion users’ experiences across the world.
Yu...
2018-08-2036 min
Voices of CXBrian Solis - Designing the Future of CX - S2E1Brian Solis is Principal Analyst and Futurist at Altimeter, the digital analyst group at Prophet. He studies disruptive technology and its impact on business. He is also a digital anthropologist who seeks to better understand how technology affects and shapes behaviors, norms and society. Through his research and published work, he humanizes all of these incredible trends to help leaders understand how technology and people are changing and what to do about it.
In addition, Brian is an award-winning author and world-renowned keynote speaker who is consistently recognized as one of the most prominent thought leaders in digital transformation, innovation...
2018-08-1324 min
Voices of CXJeanne Bliss - Would You Do That to Your Mother? - S1E8Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospac...
2018-06-1837 min
Voices of CXRachael McBrearty - Designing a Customer Experience System - S1E7Rachael McBrearty, a customer experience executive and pioneer in the use of digital, IOT and analytics, talks with Voices of Customer Experience about Evolving the Customer Experience. As the former Chief Creative at Cisco, she shares her years of insights and expertise in developing customer strategies, designing brand enhancing experiences and leading organizational transformation that drives growth above industry standards.
Access the transcript on our blog at https://voicesofcx.com/designing-a-customer-experience-system-rachael-mcbrearty/?utm_source=soundcloud&utm_medium=description
Follow Rachael McBrearty
LinkedIn: linkedin.com/in/rachaelmcbrearty/
Twitter: @RachaelMcB
Customer Experience Ebooks: www.worthix.com/resource-page
Customer Experience Blog: blog.worthix.com
...
2018-06-1130 min
Voices of CXPeter Fader - When Customers Don’t Matter - S1E6Hear from marketing trailblazer, Peter Fader, Professor of Marketing at The Wharton School of University of Pennsylvania and author of Customer Centricity, share why not all customers deserve the same attention. He will discuss the real meaning of customer centricity and how companies can profit more by focusing on the right customers at the right time to get the right results.
Access the transcript on our blog at https://voicesofcx.com/when-customers-dont-matter-peter-fader/?utm_source=soundcloud&utm_medium=description
Follow Peter Fader
LinkedIn: linkedin.com/in/peterfader/
Customer Experience Ebooks: www.worthix.com/resource-page
Customer Experience Blog: blog.worthix.com
Worthix's...
2018-06-0429 min
Voices of CXTamara Gaffney - How Adobe is Shaping Customer Experience - S1E5Adobe’s Principal Analyst of Digital Insights, Tamara Gaffney, talks about The Experience Index and its focus on measuring consumer expectation and business impact of the experience-led business and future trends. She also shares information on Adobe’s new Experience League.
Tamara heads up a new program at Adobe which is focused on measuring consumer expectations and business impact of the experience-led business. She also uses her long history in the technology industry and ability to interpret big data analysis coming from the Adobe Experience Cloud to identify key trends. In her current role she is frequently quoted on television, radi...
2018-05-2937 min
Voices of CXLarry Rosenberger - The Four Pillars of Behavior Analytics - S1E4Former FICO CEO and Research Fellow, Larry Rosenberger and, Guilherme Cerqueira CEO of Worthix, took the stage together at FICO World 2018, where they addressed a packed house, requiring an “encore” session.
In this special podcast episode recorded at the Fontainebleau Hotel in Miami Beach, the two of them sit down after the event to discuss the evolution of data science, optimizing decisions, prescriptive analytics, and the four pillars of behavior analytics and the impact on customer decision making.
Access the transcript on our blog at https://voicesofcx.com/the-four-pillars-of-behavior-analytics-larry-rosenberger/?utm_source=soundcloud&utm_medium=description
Follow Larry Rosenberger
LinkedIn: linkedin.com...
2018-05-2124 min
Voices of CXEmilia Chagas - Customer Centricity in Startups - S1E3From the mind of a start-up CEO, we will talk Customer Centricity in Startup Culture. Nine-year content management veteran, Emilia Chagas, CEO and Co-Founder of Contentools, a Silicon-Valley bred all-in-one content marketing platform, talks the importance of focusing on the customer and content as you scale your business. Emilia covers what content creators need to grow in the Customer Experience Economy. She will dig into the importance of knowing and understanding your buyers’ persona, creating content that triggers the interest of customers, using the marketing funnel to convert, aligning content with company goals, and the future of CX according to Si...
2018-05-1122 min
Voices of CXRyan Hamilton - How to Drive and Impact Customer Decisions - S1E2Ryan Hamilton and Worthix's CEO Guilherme Cerqueira discuss what CX executives and marketers can start doing today to better understand decision rationality and improve their customer's experiences.
Associate Professor of Marketing at Emory University’s Goizueta Business School and the co-author of The Intuitive Customer, Dr. Ryan Hamilton’s research investigates shopper decision-making: how brands, prices and choice architecture influence decision making at the point of purchase. His findings have been published in some of the most prestigious peer-reviewed journals in marketing and management.
His research findings have also found an audience in the popular press, having been covered in The...
2018-05-0838 min
Voices of CXJoe Pine - What's Next in Customer Experience - S1E1Joe Pine was the voice calling out about the coming of the experience economy long before it hit. His book, "The Experience Economy", written in 1998 helped lay the foundation of what is today's Customer Experience. Pine is a world renown thought leader in business, author, internationally acclaimed speaker, management advisor to Fortune 500 companies and entrepreneurial start-ups, and cofounder of Strategic Horizons.
In this episode, he speaks to podcast host Crystal Garrett and guest-host and Worthix CEO, Guilherme Cerqueira about what comes AFTER the experience. He also discusses staging distinctive experiences, the gap of perceptions versus authenticity, companies identifying time well...
2018-04-3038 min