Wear Comfortable Shoes
Immersive experiences can be a powerful tool to demonstrate the customer experience, but for patients at a hospital, it can be impactful - and emotional - for the leadership of an organization. Guest ...
12 Nov 201924min
Keep Your Customers
Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.
5 Nov 201921min
CX Horror Stories II
Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary offerings include healthcare, travel, and automotiv...
29 Okt 201929min
The State of CX Management
The Qualtrics XM Institute released their report "The State of Customer Experience Management, 2019" which assesses how companies are doing with their CX efforts. Guest host Pat Gibbons welcome Isabel...
22 Okt 201927min
Globalization and CX
With more companies moving to globalizing their business, it can be easy to overlook the implications of not considering cultural differences required for CX programs in different countries. Steve wel...
15 Okt 201925min
Do Your Homework
Companies often hire implementation specialists to help get their customer listening technology up and running, but don't do the necessary preparation required to make the process happen smoothly. Gue...
8 Okt 201923min
The Non-customer-facing Employee
It's easy explaining how front-line employees directly influence the customer's experience. But it's more difficult for non-customer-facing to see how their contributions impact CX. Steve welcomes Mau...
1 Okt 201921min
The Out-of-box Experience
Customer experience isn't limited to simply how your employees interact with your clients - it plays a critical role in how products are developed and maintained. Steve welcome Arjan Vilkhu, senior ma...
24 Sep 201926min
