Consumers Love Live Chat, But Businesses Aren't Adopting It. Here's Why | Gabe Larson
One of the biggest shifts over the last few years has been to live chat because of the digital first mindset. Live chat allows consumers to get their questions answered without having to phone in or P...
14 Apr 202216min
The Future of CX Research | What’s to Come in Customer Experience
Today we are talking about some research we did about the future of customer experience. We regularly go out and survey professionals and consumers to understand trends in the space, so we want to div...
24 Mar 202218min
Digital Transformation and Winning Customers | Howard Tiersky
Today we’ve got a great guest who’s got a book out there called Winning Digital Customers: The Antidote to Irrelevance, which has been highlighted in the Wall Street Journal’s best seller list and For...
17 Mar 202227min
Why Customer Service Efficiency Is More Important than Ever | Gabe Larsen
Even during the best of times businesses have to strive to be more efficient and there are always things to improve upon, customers to service, and proactive outreach to do. Sometimes I find when circ...
10 Mar 20227min
5 Tips for CX Leaders to Combat Burnout & Enable Happy Agents | Gabe Larsen
Support agents are often on the front lines for businesses. Dealing with frustrated customers while working through repetitive tasks can be daunting. Tasks pile up, which leaves agents with a backlog ...
3 Mar 202212min
Understanding Search Results and Consumers | Jay Hinman
Today we talk to Jay Hinman, the Vice President of Marketing at Lily AI, the customer intent platform built to power the present and future of e-commerce. We talk about how much search results need to...
24 Feb 202219min
Customer Neglect Is a Much Bigger Issue Than You Realize | Daniel Rodriguez
In this episode we discuss the issue of customer neglect with Daniel Rodriguez, the Chief Marketing Officer at Simplr. He just co-authored a book called “Experience Is Everything: How to Win the Heart...
17 Feb 202227min
The Business Value of Customer Experience | Christopher Stark
Today we have the pleasure of speaking with Christopher Stark, the VP of Customer Experience & Business Value at Khoros. He worked at Nike for 5 years where he learned the importance of branding and o...
10 Feb 202220min
