Don't let your brand make false promises
Does your brand make a promise to your customers? Then you need to make certain your CX program can deliver on that promise! Steve welcomes back Jennifer Batley, a vice president and certified custome...
17 Jul 201819min
So you have a journey map... what now?
Customer journey maps are an excellent resource for companies to refine their CX initiatives, but companies often leave them on the shelf to collect dust. In the third of our series on avoiding the de...
10 Jul 201816min
Don't drive past your customers!
Companies are always looking to save time and money by taking shortcuts, but don't be tempted to detour around your customers' feedback or you might find your journey map is not accurate to your custo...
3 Jul 201820min
Steer clear of the process map
Journey mapping is a powerful tool in the CX leader's arsenal, but there are some "detours" you should avoid. In the first of a three-part series, Steve discusses how to avoid the process map detour w...
26 Jun 201818min
The Right Tool for the Right Job
In the third episode of our series on Building Your Listening Architecture, Steve welcomes Dr. Kyle Groff, a senior principal for global CX strategy at Qualtrics to discuss the tools and strategies in...
19 Jun 201819min
#Frankensurvey
How's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening strategy? Steve welcomes Dr. Troy Powell to the po...
12 Jun 201820min
Requirements, Planning, and Execution
Allison Grayson, a certified customer experience professional and vice president at Walker, joins Steve to talk about the importance of an effective listening architecture and how careful planning wil...
5 Jun 201819min
The CEO, the Customer, and You
Steve interviews Jim Schleckser, a best-selling author and CEO advisor, on how good CEO's manage their time and attention, how the CX professional can speak the CEO's language, and the importance of C...
29 Mai 201822min
