Predicting the Future
The data companies collect can be valuable in providing insights into the past and current behaviors of customers. But that data can also be useful in predicting trends and behaviors in the future. Co...
29 Nov 202231min
Let's Play!
One toy that was, and continues to be a popular choice for both parents and kids is LEGO®. So named after the Danish phrase to "play well", LEGO® bricks and playsets are still a best-selling product t...
22 Nov 202233min
The Right "Now"
Speed has always been an important factor in delivering a great experience to customers. And many times "fastest" is best. But there are some situations in which you could almost be too fast, so the t...
15 Nov 202228min
The Three Levels of Personalization
Designing ways to personalize the customer experience is essential. But there are different levels in which personalization can be executed: reactive, selected customer, and proactive. And customer ex...
8 Nov 202223min
CX Horror Stories V: The CX Apocalypse
What would the world look like if customer experience simply... disappeared? How would anyone receive support? How would companies know what products work? How would you be able to hire someone to fix...
31 Okt 202230min
Right from the Start
Closed-loop feedback is not a foreign subject on this podcast; we've covered it many times before and you can find those episodes on our website, cxleaderpodcast.com. But in this episode we look at a ...
25 Okt 202229min
The Human/Digital Balance
Customers are demanding new ways to connect with companies, ranging from websites to apps, chat support to bots - the technological tools available to CX professionals is growing. In the inaugural epi...
18 Okt 202226min
Eagles, Parrots, Doves, and Owls
Many companies use them: personality tests or evaluations - ways to help employees discover more about how they and their colleagues work with others. Some might roll their eyes at the mention of them...
11 Okt 202229min
