From Harvard to CX Excellence: Lessons from the Classroom
I’m excited to kick off season 3 with Rob Markey! It’s his third time on the show, and I think…
#116 ACSI Insights: Linking Satisfaction to Business Outcomes with Forrest Morgeson, PhD
Dr. Forrest Morgeson, Interim Chairperson of the Marketing Department, Associate Professor in the Department of Marketing at Michigan State University,…
#115 From Speedometers to Engines: Transforming CX with Tom DeVries
Why CX leaders need to shift away from metrics
#114 Mastering Change by Building Stakeholder Relationships
It all starts with trust!
#113 Enhancing Customer Satisfaction: Microsoft’s UX Strategies
The critical shift from engineering focus to UX design focus
#112 Delivering on Customer Expectations at Experian with Tanya Thomas, CCXP
Hint: It doesn’t require a large budget
#111 Lessons from the “FIGS Love” Initiative and Beyond
How One Idea Became a $500 Million Success
#110 Why Your Survey Scores May Be Misleading
And it’s not just gamification
#109 Strategies to Measure and Prove the Value of Customer Experience Investments
1-800 Flowers, AIG and other examples of ROI of CX by Tom Shimko
#108 The ‘Web of Data’: Enhancing CX through Effective Data Integration
Critical First Steps to a Successful CX Discipline
#107 Strategy Meets CX: A Conversation with Seth Godin on ‘This is Strategy’
Seth Godin talks about his new book and his thoughts where CX and strategy intersect
#106: Avoiding the Metric-Centric Trap
Lessons from a CX leader at AirBnB, eBay, and Bain about how to avoid one of the biggest pitfalls of…