A Prescription for Subscription
B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve welcome Musa Hanhan, senior director of customer experience at Genesys, to discus...
17 Sep 201927min
Checking-in with the CXPA
Like most professions, CX pros enjoy the benefits and support of an organization that provides resources and ways to network with other professionals. Steve welcomes the new CEO of the Customer Experi...
10 Sep 201926min
Becoming Customer(s)-Centric
It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - the differences between their customers. Peter Fader...
3 Sep 201925min
Immersing in the Customer's Experience
Building customer empathy is an important aspect to your customer experience program and trying to teach that to your organization is not easy. Steve welcomes Serena Riley, the customer experience sen...
27 Aug 201923min
Caring Beyond an NPS Score
Senior living is much more than simply providing a service to a customer. Families depend on the care and attention living facilities provide to their loved ones. Steve welcomes Jonathan Ruchman and D...
20 Aug 201923min
Don't Forget the Customer in Your Customer Journey Map
Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author...
13 Aug 201925min
Turn Back Time: Industry Take-Home Value
Producer Chris Higgins blows the dust off the "way back machine" to revisit the take-home value from our CX experts in our "Industry" series of episodes.
6 Aug 201913min
Starting from Scratch
It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes guest Roberta O'Keith of Murphy-Hoffman Company, a full-service truck dealership...
23 Jul 201922min
