#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 any change leader
#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care
Patient-Provider Advisory Councils to improve Patient Experience at the UNC LIndberger Cancer Center
#104: Common Barriers to CX Success and How to Overcome Them
There is no magic bullet…but incremental steps can get you there.
#103: Using Data Visualization to Get Executive Buy-In
In this episode of “Delighted Customers Podcast,” Katie shares compelling strategies and best practices for utilizing data visualization to enhance customer experience and drive executive buy-in.
#102: Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference
ROI of CX in Healthcare through giving compassion with Mark Slatin and Dr. Stephen Trzeciak
#101: CX-PRO – Beyond the Basics: Book Review with the Editor
Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community,…