#100: Watermark’s CX ROI Study: Proving Its Value to Executives and Skeptics
We explore this updated landmark study with it’s creator, Jon Picoult
#100: Watermark’s CX ROI Study: Proving It’s Value to Executives and Skeptics
Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of…
#99: From Helping My Deaf Parents to Revolutionizing Customer Experience with AI
In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company’s inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging.
#98: Trust in CX: Lessons from the Executive Assistant to Ronald Reagan
Delivering an outstanding customer experience when your customer is Ronald Reagan
#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience
Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys…
#96 Building a CX Culture: Everence Federal Credit Union CEO and President
Everence Credit Union President Shares Her Insights
#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience – Tufts Medical Center
How to communicate when the stakes could be life or death
#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Tufts Medical Center
Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood. Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals,…
#94: Improving Customer Loyalty through Martech and AI-Powered Solutions
Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing…
#93: Driving Superior Customer Experience with AI and Digital Transformation
Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carruthers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader’s industry-leading portfolio of technology innovations,…
#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several…
#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies
The Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from “Made to Stick” by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others…