379: #379: Creating a truly accessible customer experience with Yaddy Arroyo, Truist
Today we’re going to talk about creating truly accessible interfaces across a variety of mediums and channels. To help me discuss this topic, I’d like to welcome Yaddy Arroyo, VP and Principal VUI Designer at Truist. RESOURCES Truist website: The…
378: #378: CX and Professional Services, Part 2 with Tammi Nagucki, Environmental Design Group
I am here in Durham North Carolina at the 2023 CXPS – that’s Customer Experience for Professional Services – Conference. Today we’re going to talk about CX and professional services and some of the unique challenges and opportunities. To help…
377: #377: Beyond Customer Loyalty: Building a Cult Brand, with Chris Kneeland, CEO of Cult Collective
Today we’re going to talk about how to go beyond simply having happy customers or even loyal ones, and follow the examples of iconic well-loved brands and create a cult brand of your own. To help me discuss this topic,…
376: #376: Improving Customer Education for Better CX with Jack Foster, Workramp
Today we’re going to talk about customer education to improve the customer experience, and we’ll be talking about how to improve the employee experience through education as well. To help me discuss this topic, I’d like to welcome Jack Foster,…
375: #375: Creating best-in-class personalized customer experiences with Pini Yakuel, CEO at Optimove
Today we’re going to talk about creating best in class personalized, cross-channel customer experiences, using a CDP, AI, orchestration, and more. To help me discuss this topic, I’d like to welcome Pini Yakuel, CEO at Optimove. RESOURCES Optimove…
374: #374: Customer Lifetime Value and Journey Orchestration with Matthew Egol, JourneySpark Consulting
I’m excited today to be talking with someone who I’ve collaborated on a few articles with amongst other things. We’ve discussed AI, Customer Experience, and Journey Orchestration based on our experiences working with leading brands. I’d like…
373: #373: Maximizing business value with FinOps, Part 2, with Kalika Prasad Maheshwari, TEKsystems
I’m excited to introduce part 2 of a special series about how organizations can maximize business value with FinOps in a series brought to you by TEKsystems, a global provider of business and technology solutions. To help me discuss this…
372: #372: Maximizing business value with FinOps, Part 1, with Ani Lingutla, TEKsystems
I’m excited to introduce part 1 of a special series about how organizations can maximize business value with FinOps in a series brought to you by TEKsystems, a global provider of business and technology solutions. To help me discuss this…
371: #371: Sustainability as a win-win for customers and the business with Brennan Spellacy, CEO, Patch
Today we’re going to talk about how sustainability is no longer an option for brands, and why this is a benefit for both customers and the bottom line. To help me discuss this topic, I’d like to welcome Brennan Spellacy,…
370: #370: ERP, successful operations and CX with Nick Foy, Silverdale Technology
Today we’re going to talk about enterprise resource planning and how it can drive both internal success as well as successful customer experiences. To help me discuss this topic, I’d like to welcome Nick Foy, Founder and CEO, Silverdale…
369: #369: Marketing Hiring Myths with Sue Keith, Ceres Talent
In this special episode, brought to you by Ceres Talent, a marketing staffing agency run by modern-day marketing matchmakers, we’re going to talk about 4 Hiring Myths that anyone hiring and managing marketing talent have probably run across. We’re…
368: #368: What Exactly is Good CX? with Ginger Conlon, Genesys
The state of customer experience is continually changing, as brands increasingly compete based on the experience they can deliver to their customers across channels, and across the customer journey. The winners in this race gain new customers through…