Episode 15 - Under What Conditions is Information Empowering - Part 2
In episode 15, John Corrigan continues his conversation with Megan Campbell of Feedback Labs about the organization's research around what makes information empowering:
13 Sep 201837min
Episode 14 - Under What Conditions is Information Empowering? - Part 1
Episode 14 includes a conversation between our host, John Corrigan, and Megan Campbell, Director of Research, Learning, and Engagement at Feedback Labs.
6 Sep 201832min
Episode 13 - Voice of the Served
Episode 13 includes how to start a VOS (voice of the served) program. By regularly and consistently measuring VOS, you can better represent the needs of the people you are working to serve.
24 Aug 201825min
Episode 12 - Organizational Culture and CX
In episode 12, we discuss how organizational culture can make or break your CX work. A bad or toxic work environment can translate to a bad or toxic customer experience.
9 Aug 201822min
Episode 11 - Relating Brand, Positioning, and the 4 P’s to CX
Episode 11 includes additional conversation between our host, John Corrigan, and Thomas Martin about how brand, positioning, and the 4 P's relate to CX.
17 Maj 201824min
Episode 10 - Meaningful Experiences Are Built By Teams
In episode 10 our host, John Corrigan, continues his conversation with CX expert Thomas Martin. Check out the discussion with Thomas about the important distinction between team members and employees.
10 Maj 201822min
Episode 9 – Why CX Requires Ownership, Not Just Empowerment
Episode 9 includes a conversation between our host, John Corrigan, and Thomas Martin about why CX requires ownership, not just empowerment.
3 Maj 201831min
Episode 8 - Measuring Customer Experience Programs
In episode 8, learn how to measure your customer experience work, even if you don’t use the word “customer”.
26 Apr 201821min
