Redesigning from Start to Finish
Just like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it's our responsibility to pay attention to the customers' needs and exp...
2 Apr 202430min
The CX Conundrum of Benchmarking
What are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX programs when you converse with fellow CX pros? Benchmarking is an...
26 Mar 202437min
Don't Forget Your Invoice
There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there's often a part of the customer's journey that is ov...
19 Mar 202425min
The Empathetic Frontline
Great customer experiences comes from great employee experiences. It's something we've discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodca...
12 Mar 202428min
Encore: Your Opinion Counts
Producer's Note: March 8th, 2024 is International Women's Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for acc...
5 Mar 202416min
The Data that Drives Change
If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flat...
27 Feb 202431min
Products for Your Customers
It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like...
20 Feb 202428min
AI: The CX Power Tool
Ever see the old classic Alfred Hitchcock movie, "The Birds"? There's a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in ...
13 Feb 202426min
