The customer journey needs to be integrated into customers' lives and the notion of what they...
24:20
463: Pronouns and How to Use Them
Customer service agents are getting better at referring to people using gender-neutral pronouns,...
11:04
Shep Hyken talks about a couple of essential things from his book in greater detail. You'll get...
26:12
461: How Customer Experience Management Has Changed
There’s a big difference between customer experience and customer experience management, which is...
12:15
460: Alison Lichtenstein, Who Is the Media's Customer? CX at Dow Jones
Alison has a lot of exciting advice to give to all types of leaders looking to improve their...
28:15
Your two favorite hosts are here to tell you about the new topics they’ll cover in the episodes...
02:05
458: Bourbon Summit, Season Finale
In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this...
23:36
457: Tom Karinshak, Navigating Change at Comcast
2020 has been a hectic year for everyone, but some companies have managed to come out on top...
25:32
456: Ovetta Sampson, Empowerment Through Design
AI is everywhere, and it influences every life in one way or another, yet people rarely...
29:41
455: Riaz Raihan, Improving CX with AI
AI is beneficial to some, but a complete mystery to most. It’s a problem that should be remedied...
26:08
454: The War Between Efficiency and Experience
The tension between customer service and efficiency creates many problems, and you\'ll hear about...
12:29
453: Chip Bell, Your Customer\'s Imagination
Chip looks at customer experience differently than many do today. He is interested in the human...
23:58
452: The Customer Experience Goalposts Keep Moving
The 2021 Customer Expectations Report by Gladly is out, and Adam and Jeannie talk about some of...
11:25
451: Ramon Ray, Small Business Experience
Ramon Ray talks to us about how important customer experience is for small businesses and why...
25:41
450: Gain Insights Through Community
Do you know how valuable the insights gained from active communities can be? If you don't, then...
12:27
449: Ross Wainwright, Alida: Truth in Action
Managing cultural change is always challenging. Ross Wainwright discusses the processes and hard...
26:54
448: How Will Consumer Sentiment Affect CX in 2021?
Many business leaders are worried that things won’t go back to normal, so Adam and Jeannie have a...
23:06
447: Steven Van Belleghem, The Offer You Can't Refuse
Thinking globally but acting locally is an idea that’s rarely discussed in customer experience....
25:18
446: Digital Customer Behavior
AI and machine learning are changing the game, and we are bound to see more benefits for the...
13:13
445: Christine Rimer, Learning from the Data
2020 changed a lot of things for both customers and customer experience leaders. Christine Rimer...
27:15
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