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Episode | Date |
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#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principle, CX Certified
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May 02, 2024 |
#81: Strategies for making cx your growth engine
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Apr 25, 2024 |
#80: Designing Experiences that drive loyalty
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Apr 18, 2024 |
#79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic
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Apr 11, 2024 |
#78: Three Keys to Driving Customer Advocates
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Apr 04, 2024 |
#77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next
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Mar 28, 2024 |
#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt
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Mar 21, 2024 |
#75: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator
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Mar 14, 2024 |
#74: Closing the Gap Between Brand Promise and Customer Experience with Nick Zeisler
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Mar 07, 2024 |
Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond
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Feb 28, 2024 |
The Crossroads of CX and UX: A Conversation with Darren Hood
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Feb 22, 2024 |
The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen
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Feb 15, 2024 |
The 4 Keys to Leading CX Change with Patty Soltis, CCXP
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Feb 08, 2024 |
5 Tips to Improve Emotional Intelligence for Better CX with Sandra Thompson
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Feb 01, 2024 |
Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn
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Jan 25, 2024 |
The Power of Storytelling with Data with Leslie Pagel
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Jan 18, 2024 |
Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2
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Jan 11, 2024 |
The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey, Part 1 of 2
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Jan 04, 2024 |
The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme
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Dec 28, 2023 |
Secrets to Success with Chick-fil-A Leader Elizabeth Dixon
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Dec 21, 2023 |
Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck
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Dec 14, 2023 |
The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander
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Dec 07, 2023 |
How Emotions and Memory Shape Business Outcomes with Colin Shaw
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Nov 30, 2023 |
Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum
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Nov 17, 2023 |
Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck
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Nov 09, 2023 |
The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley Reichheld
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Nov 02, 2023 |
A Candid Discussion About the CX Profession with Ian Golding, CCXP
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Oct 25, 2023 |
Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt
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Oct 17, 2023 |
Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie
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Oct 12, 2023 |
The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe
|
Oct 05, 2023 |
Decoding Trust: The Complex Meaning and Importance of Being Trustworthy, Part 1 of 2 with CEO, Co-author, Andrea Howe
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Sep 28, 2023 |
Storytelling for CX Leaders: Revealing More Than Storytelling Secrets with 'Filling in the Blanks' Filmmaker, Jon Baime
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Sep 21, 2023 |
The Art and Science of Business Storytelling: Crafting Engaging Stories That Inspire Change with Author, Dennis Geelen
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Sep 14, 2023 |
The Secret to Building Trust with Customers, Part 3 of 3
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Sep 07, 2023 |
The Trust Equation: The Secret to Trust Building, Part 2 of 3
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Aug 31, 2023 |
The Fisherman’s Dilemma & Three Types of Loyalty, Part 1 of 3
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Aug 26, 2023 |
Unleashing the Power of Customer Obsession: Amazon's Approach to Innovation with Dr. Francis Goh, Amazon Web Services
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Aug 17, 2023 |
The Intersection of Customer Experience and Change Management with Changeologist, Doug Flory, CCMP
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Aug 10, 2023 |
The Digital First Customer Experience with International Bestselling Author, Joe Wheeler
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Aug 03, 2023 |
Creating Magical Moments for Kids Using Experience Design - woom VP Global Experience, April Obersteller
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Jul 27, 2023 |
Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next
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Jul 20, 2023 |
How Do We Activate Employees to Deliver “Consistently Good, Strategically Amazing” Experiences? with Megan Burns
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Jul 08, 2023 |
How to Know Which Levers to Pull for CX Transformation with NPS Prism’s Founder and Bain Partner, Jason Barro
|
Jul 06, 2023 |
Why Employees' Mental Health is Critical to CX and Business Outcomes - Leah Marone, Psychotherapist, Mental Wellness Coach
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Jun 29, 2023 |
The ROI of CX and Drivers of Success with Augie Ray, Gartner VP, Analyst
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Jun 22, 2023 |
The Art and Science of Customer Surveys - With Martha Brooke, Founder and Program Director, Interaction Metrics
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Jun 15, 2023 |
The Biggest Obstacles to Successful Change Initiatives - with Amanda Schmoldt, CCMP, President, ACMP
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Jun 08, 2023 |
The 5 Leadership SUPERPOWERS with Jay Weiser
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Jun 01, 2023 |
Why do most surveys fail to get results? with Rick Denton, Managing Principle, EX4CX
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May 25, 2023 |
Applying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXP
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May 18, 2023 |
"The Evolution of CX at Walgreens with Danielle Wipperfurth, CCXP, Director of Customer Experience "
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May 11, 2023 |
Understanding Intrinsic and External Motivators to Unlock Discretionary Employee Effort - with Greg Kihlstrom, Principal, Chief Strategist, GK5A
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May 04, 2023 |
The "Customer Chair": The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank
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Apr 27, 2023 |
You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO), UBS
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Apr 20, 2023 |
Pt. 2 - Lou Carbone, the Father of Experience Management
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Apr 13, 2023 |
Special Edition: Update from Greg Melia, CEO, CXPA
|
Apr 07, 2023 |
Pt. 1 - Lou Carbone, the Father of Experience Management
|
Apr 06, 2023 |
A Five Step Model to Earn Customer Loyalty with Mark Slatin & Patty Soltis
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Mar 30, 2023 |
Using the Right Data To Improve Your Customer’s Experience with Sami Nuwar
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Mar 23, 2023 |
The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles
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Mar 16, 2023 |
Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen
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Mar 09, 2023 |
The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman, CCXP
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Mar 02, 2023 |
Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP
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Feb 23, 2023 |
What Leaders Must do Today to Compete in the Future with Bill Staikos
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Feb 16, 2023 |
The Blueprint for Customer Obsession with author Marbue Brown
|
Feb 09, 2023 |
Disrupting the C-Suite with Kathy van de Laar, CCXP
|
Feb 02, 2023 |
Fred Reichheld: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator
|
Jan 26, 2023 |
How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu
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Jan 19, 2023 |
Pt. 2 - Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co.
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Jan 12, 2023 |
Pt. 1 - The Room Where It Happened: The Net Promoter Backstory with Rob Markey, Bain & Co.
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Jan 05, 2023 |
From Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of Michigan
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Dec 29, 2022 |
The Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley University
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Dec 22, 2022 |
ITMs: Virtual, with a Human Touch, Carla Higgins, SVP, Director of CX, CNB Bank
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Dec 15, 2022 |
Demystifying the Human Experience, Bruce Temkin, Head of the XM Institute
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Dec 08, 2022 |
Breaking Down Departmental Silos to Improve CX - Risa Lovell, Farm Credit Insurance
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Dec 01, 2022 |
Pt. 2 - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt.
|
Nov 06, 2022 |
Pt. 1. - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton
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Oct 27, 2022 |
Delivering Happiness 2.0 with Alex Genov, Head of Customer Research at Zappos
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Oct 20, 2022 |
CX Week Special Edition: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte
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Oct 13, 2022 |
CX Week Special Edition: How CXPA is a Differentiator for CX Professionals with the CEO, Greg Melia
|
Oct 06, 2022 |
Designing Digital Transformation to Improve CX with HP's Jaya Sudarshan
|
Sep 29, 2022 |
Building Trust with Key Stakeholders - Author Charles H. Green
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Sep 22, 2022 |
The First Ever Degree in Customer Experience Management - Dr. Tom DeWitt, MSU Professor
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Sep 15, 2022 |
Engaging Employees for Outstanding Customer Experiences with Stacey Nevel, CCXP
|
Sep 08, 2022 |
Design Thinking with Diane Magers, CCXP
|
Sep 01, 2022 |
From Impressed to Obsessed - Author Jon Picoult
|
Aug 25, 2022 |
Trailer
|
Aug 18, 2022 |