show episodes
 
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.
 
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
 
Voice of Influence: Personal Brand and Communication Strategy for Message-Driven Leaders is a podcast featuring interviews with thought leaders and experts who have a highly developed voice of influence. Creative, message-driven leaders will appreciate the support, insight and advice that will help them develop their own voice and compelling communication that makes a difference in the world.
 
How do YOU stand out in today’s competitive marketplace? What does it take to sell uniquely…and serve remarkably? How can customers tell a difference between you and your competitors? “PROJECT DISTINCT with Scott McKain” reveals what it takes to soar above the crowd and dominate your market. You’ll discover the elements required to make your competition irrelevant. Subscribe and join Hall of Fame professional speaker Scott McKain daily! What if you don’t listen…and your competition does?
 
We are living in an agile world. Customer experience, employee experience, marketing, HR, and technology all combine to form brand experience. The Agile World is hosted by Greg Kihlström, Co-Founder of CareerGig and best selling author of The Agile Consumer and The Center of Experience. It provides a fresh perspective on the continually evolving dynamic between brands and the audiences they serve.
 
Are you looking for actionable, real-world marketing advice from the industries best and brightest? Keep informed of the latest business and marketing trends, whether you’re an eCommerce or subscription business, doing ten thousand or ten million in revenue. The Customers Who Click podcast brings you valuable, and actionable advice directly from leading marketers in your field. In every episode you’ll learn about a specific topic, including several tips you can walk away with to implement yo ...
 
Become the leader everyone wants to follow, including your customers. Meet some of the world's brightest minds with customer-centric leadership authority Jim Rembach to uncover thought-provoking dynamic strategies to engage employees and customers. Jim is the developer of Call Center Coach and Editor in Chief of CX Global Media. The Fast Leader Show impacts thousands of people each week by unlocking the power in guests' perspectives, expertise, and experiences. The show explores how business ...
 
Nudge is a communications platform that empowers deskless employees and drives better outcomes for your business. Backed by the power of behavioral science and the highest user ratings in its category, Nudge mobilizes non-desk teams by providing the information, inspiration, and insights employees need to exceed expectations and stay connected at work. Leading brands such as Compass Group, Staples, and Margaritaville rely on Nudge to boost employee engagement, exceed sales goals, and transfo ...
 
The best companies are the ones that make it incredibly easy, and delightful, to do business with. It’s seamless, frictionless, intuitive. It’s not just a better experience, they’re actually disrupting our very notion of what consumers should be able to expect from companies. You see, Aussies and Kiwis are a hard bunch to please - we have some of the highest customer experience expectations in the world. And luckily for us, our homegrown businesses know this. This season on HubSpot's Unconve ...
 
80% of businesses believe they deliver 'superior' customer service, yet only 8% of their customers agree. That's mad! You could drive a freight train through that statistic. And this is exactly why we created this podcast. Businesses need a whack across the head on where money is leaking (or in some cases gushing) out in the form of fair to middling customer interaction that creates indifferent customers. We're going to show you how to increase profits with zero or low cost tactics to retain ...
 
CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
 
The CX Leader Podcast with host Steve Walker provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. Steve is CEO and Chairman of Walker Information, a experience management consulting firm that helps companies accelerate their XM success.
 
Host Jay Ehret interviews experts in branding, content marketing, digital marketing, social media, email, SEO, mobile, advertising, PPC, website development, customer experience design and more to help you create marketing plans and generate marketing ideas for your small businesses and for medium-size businesses
 
Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have m ...
 
Join us to learn the leadership practices from C-Level Customer Experience executives at Airbnb, Walgreens, Audi, Premera, The Smithsonian Institute, Barney’s New York, and Adobe among others. They will fearlessly share with you what works...and what doesn’t work as we debunk this role, why it’s not about ”Kumbaya", but rather how the Chief Customer Officer is acting as the human duct tape of the organization - uniting companies to earn the right to customer-driven growth. Hosted by Jeanne B ...
 
The Uptake with Anna Chu is a new show on all things tech and community. Host Anna Chu will be traveling and introducing you to people all over the world as she follows the path of Microsoft Ignite The Tour. The show covers topics in the world of tech, as well as uncovers people’s journeys - and how-tos - of professional learning, development and community building. You will meet inspiring people in the community of tech and get inspired to be a part of a vast and expanding community in your ...
 
Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier an ...
 
Service Lab is a podcast featuring talks given by leading service designers on their work and experiences. Our speakers include people like the Head of Service Design at GDS or Head of Product at UsTwo. And our talks range from case studies on online services to masterclasses on ethnography.
 
WE’VE GOT A LOT TO SAY—THAT’S WHY WE MADE A PODCAST. And trust us, these are things you’ll want to hear. Manndatory Listening is a podcast about the hows and whys, dos and don'ts, and step-by-steps of leadership. We’re combining our own expertise—16 years of it—with that of leaders across dozens of industries to bring you applicable lessons for your own business and life. We're interviewing industry leaders and ourselves on the topics we know will make you and your business better. Put your ...
 
Platforms are transforming our world. And how they do it is also changing every minute. How can you connect with all the latest developments and hear about the hottest topics and trends? Tune in to our podcast series “On the Platform”. You’ll get first-hand insights and lively debate from some of the most innovative and influential platform thinkers around. The game is changing. Stay in touch with the new rules…before they’re written.
 
The New Business Strategies Podcast offers 8-minute interviews with CEOs and thought leaders from leading technology companies (LinkedIn, Demandbase, Lithium Technologies etc.) and industry showcase examples of customer-aligned organizations. Tune in for high-energy, original interviews covering a wide range of topics that always include actionable advice for large and small businesses alike. Enjoy and keep up with the latest by subscribing to our channel. Please share with us your thoughts, ...
 
Stories of your customers on their journey, and how they build or break relationships with companies like yours. Host Russel Lolacher shares real customer experience case studies in a 1950s radio drama narration style with modern tips and analysis. Born from The Upsell.com Blog, The CX Storytime Podcast: Tales from the Customer Journey presents true customers' stories including the impacts of their customer experiences, followed by valuable strategies on engagement and retention to help you ...
 
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show series
 
Is it really better to be different? Scott McKain says, “Maybe not.” The distinctive professional or organization finds unique approaches that creates more traction and higher engagement with customers. So, where do you find the best ideas on how you accomplish that difficult task? On today’s Project Distinct, Scott reveals that — as counterintuiti…
 
For today’s Project Distinct, Scott McKain researched several resources looking for the answer to the question: “What is the single most important skill required to deliver excellent customer service?” While many experts offered complex answers, today’s episode will reveal one from a post on CustomerThink.com that captured the essence of service an…
 
When a movie is presented to a test audience, directors then have choices to make before they finish the product for the potential audience. As Scott McKain reveals in today’s Project Distinct, those same three options can help you connected with your customers at a higher level. Perhaps you need to “re-shoot, re-cast, or re-edit” at your business!…
 
The book 2030: How Today’s Biggest Trends Will Collide and Reshape the Future of Everything by Mauro F. Guillen is packed full of data and information about how differently the world will look in less than 10 years. Even though it contains a lot of statistics, it’s a compelling read. Guillen tells us who will hold most of the wealth, which countrie…
 
When Indianapolis sports radio celebrity Kent Sterling posted about his horrible experience at a local McDonald’s because of the local managers, it reminded Scott McKain of a recent Forbes.com blog about the “Five Customer Service Practices That Drive Consumers Crazy.” Today’s PROJECT DISTINCT will reveal those five errors so you don’t inadvertentl…
 
It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations for BPO and other trends affecting the marketplace. In this episode of CX Files, Peter talks about the top 5 global locations for BPO based on his research in 2021. The Front Office BPO Omnibus Survey 2…
 
Salesforce reports that customer expectations are changing! That means the time is right for you to deliver what Scott McKain has trademarked as the “Ultimate Customer Experience.” In today’s Project Distinct, he’ll reveal the first step to the UCE —it’s just considering what one would be for YOUR customer. Learn more about your ad choices. Visit m…
 
Organizations don’t typically know how customers derive value and which value drivers matter most. Instead, they measure value using flawed proxies. They also collect data about value in different parts of the organization, at different cadences, and using different tools, making it hard to assemble a complete picture of the value that customers de…
 
You may be running a company right now and you're calling yourself an entrepreneur. That's great, but do you have an entrepreneurial mindset? What's the difference between the two you may ask? Depending on how you think, you might be running a business that simply earns the least possible margins on a transactional basis, or a business that knows h…
 
In a recent episode, Scott McKain mentioned that half of Millennials are dissatisfied with the education and training they’re receiving to help them grow. In today’s Project Distinct, he reports from a new Harvard study that HALF of senior leaders believe they aren’t teaching the skills necessary for future leaders — even as they spend billions to …
 
MANY people find themselves running around the same old stories that they can’t do something because of old excuses and fears. Are you a “people pleaser”? Do you feel guilty when you say “No” or annoyed with yourself when you say “Yes”? Julie Scott lives in Palm Springs, CA and is truthfully living the confident life she always dreamed of. She thri…
 
Antonio Buchanan is the Co-CEO and Chief Strategy Officer. He spent his career influencing some of the world's top brands. His career took off at Y&R Worldwide, where he quickly became a vice president of Strategic Planning working on American Express, Citigroup, Verizon, Evian, Disney and Club Med. He then served as a senior partner and head of St…
 
Loyalty programs are an important part of many brands’ customer engagement strategies, but yesterday’s loyalty programs won’t necessarily be successful today. According to Francis Hondal, President of Loyalty & Engagement at Mastercard, the recent growth of tech, digital commerce and data have redefined opportunities for brands to serve their custo…
 
CX professionals understand the difficulties in expanding existing programs: organizational silos, by-in from leadership, sunsetting older programs… It’s a stressful task. However, a recent study by the Qualtrics XM Institute discovered that programs successful at expanding throughout their company have a common “cycle” to how they operate. Host St…
 
When the Affordable Care Act became effective in January 2014, a New York based startup called Oscar Health entered the fray with individual health plan products offered on the Federal Health Insurance Marketplace. Oscar Health was considered unusual for a few reasons including everything from its name to the fact that its cofounders, Mario Schloss…
 
Product. Service. Experience. These are the “big 3” when it comes to the relationships you have with your customers. On today’s Project Distinct, Scott McKain will outline the importance of all three and show how each plays an important role in the total customer experience — which can make or break repeat and referral business! Learn more about yo…
 
Learn about a secret message for an interstellar audience, making products that consumers actually want, and warning customers about bad things before they even realize it. Bite-Sized Delight From the Episode: • Hidden Messages Draw Attention - A series of messages hidden in codes and imagery added an “Easter Egg” layer of creativity and intrigue t…
 
In episode 53 of the Customers Who Click podcast, I had a fantastic chat with Kenda Macdonald about buyer’s psychology and customer journey. I know I keep saying this, but here it goes anyway: hacks, tricks and trends come and go but truly understanding your customers and what makes them click is priceless. Consumers today are aware and savvy; they…
 
Part 1 of a special 3-part series about how brands should approach their digital and customer experience strategies, brought to you by TEKsystems, an industry leader in Full-Stack Technology Services, Talent Services and real-world application. Today we’re going to talk with One North leader Kalev Peekna about how brands must evolve their strategy …
 
“Emotion” is a word we don’t use nearly enough in business, according to Scott McKain. In today’s Project Distinct, he relates a story that brought that fact home to him — and shares the specific reasons why emotion is so important for EVERY business in today’s marketplace. Learn more about your ad choices. Visit megaphone.fm/adchoices…
 
While a consistent delivery of the customer experience might first be appreciated, over a period of time the sameness will bore and disengage your customers. In today’s Project Distinct, Scott McKain makes the case for refreshing your customer experience — and provides the six questions you need to ask to make it happen. Learn more about your ad ch…
 
This episode is a replay of a popular conversation I had with Leslie Stretch, the President and CEO of Medallia about leveraging customer data to understand and anticipate customer needs. Leslie talks about how the pandemic has become “digital disruption at massive scale,” and the positive impacts this can have on the customer experience.…
 
You cannot create distinction without an engaged team delivering an ultimate customer experience. On today’s Project Distinct, Scott McKain reveals some shocking statistics about employee engagement — and gives you specific steps to take to enhance the involvement of your team. Learn more about your ad choices. Visit megaphone.fm/adchoices…
 
Is digital transformation really worth it? In this episode, customer experience head Sheryl Kingstone is back to talk with Eric Hanselman about the results of a recent study that shows digitization is worth the investment. The results indicate that technology leaders have a significant advantage over laggards in their business success. Sheryl’s tea…
 
We’ve all experienced managers who were tough to work for — and, if that’s what you’re dealing with now, how can you handle it? In today’s Project Distinct, Scott McKain shares his story of a difficult boss — and how you can avoid the mistake he made. And, he’ll reveal simple, practical steps to help you be more productive when you have to work wit…
 
From CEOs to entry-level employees, people rely on digital tools at work — tools that are mostly inadequate or even terrible in terms of user experience (UX). These enterprise UX problems cause their companies to waste time, undermine vital transformations, underserve customers, and risk dangerous mistakes. In this episode, we’re joined by Principa…
 
Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this podcast when he was with Ember). In this episode, Simon talks about Intelligent Automation (IA) and Digital Transformation - especially in the post-Covid era. What is IA and how can it be used to improve…
 
Albert Galarza is the Global Vice President of Human Resources at TELUS International. He joined the organization in 2016, and has over 20 years of experience in human resources across retail and technology industries. In his role at TELUS International, Albert leads an HR organization of over 600 professionals supporting almost 50,000 team members…
 
The beauty world is full of customers who love to experiment with new products, watch makeup tutorials and spend time finding the best items. But what about customers who care about their skin and beauty but don’t want to spend the time finding and trying new products on their own? These are known as casual consumers. They want to try new things bu…
 
An area that is critical for many companies is their product and customer feedback can play a critical role in how designers and engineers develop and improve a product, so it’s important to gather the right data. Host Steve Walker welcomes guest Myles Grote from UpperHand, a provider of full-suite sports and fitness management software, to discuss…
 
One of the most valued components of a Health Plan’s offering is its provider network. At the same time, it’s also a major pain point for consumers. Over the years, the provider network directory has been a source of confusion for patients and providers alike. Determining whether a provider is participating in the network and at which office can be…
 
According to Harvard, Millennials are now the largest generation in the workforce. So, how is YOUR organization equipping them to be the leaders who will take you into the future? According to a recent study, probably not very well. Today’s Project Distinct looks at what Millennials want in training and development and Scott Mckain reveals the two …
 
Learn about the importance of being relevant to your customers, how augmented reality is helping to ease purchase decisions, and how to use data to drive predictive CX. Bite-Sized Delight From the Episode: • Focus on Relevance - New research from Coveo shows the relevance is a key element of the customer experience conversation. • Augmented Reality…
 
In episode 52 of the Customers Who Click podcast I spoke with the CLV Lady herself, Juliana Jackson about customer value optimisation. Have you ever wondered how the biggest brands are built? By focusing on long-term strategy as opposed to looking for quick wins and gains. That’s exactly what customer value optimisation is - delivering an excellent…
 
Preparing for crises in your community before they happen, acting (or not) in the moment, and recalling some of our most painful/hilarious brushes with drama. Community Industry News: David Spinks' new book: The Business of Belonging: How to Make Community Your Competitive Advantage Bevy raised Series C $40m from black and women investors Atlassian…
 
Today we’re going to talk about adaptivity, resilience, and how to thrive in a post-pandemic world. To help me discuss this topic, I’d like to welcome Ira Wolfe, President and Chief Googlization Officer at Success Performance Solutions, author of several books including “Recruiting in the Age of Googlization,” and host of the Geeks, Geezers and Goo…
 
Whether we realize it or not, the attitude that we display to others is highly contagious. And, this naturally means that the attitudes we reflect to our customers helps set the tone for their experiences with us. Today, Scott McKain reveals new research on the critical importance of sending out “good vibes” and what it can mean to our customer and…
 
It’s hard to imagine any band customizing their concert performances more than Metallica does. In today’s Project Distinct, Scott McKain lists how the supergroup makes each show a special event for local fans — and relates it to the steps we need to take in business to make our customers feel more engaged. Learn more about your ad choices. Visit me…
 
There are massive changes in today’s world — everyone knows that. So, why aren’t some personal and professional practices keeping pace? In today’s episode, Scott McKain explains why we might not be keeping up with the times, and suggests the first step we should take to do something distinctive about it. Learn more about your ad choices. Visit mega…
 
On this episode of TELUS International Studios, we're joined by Richie Foley, SVP of Product and Design at LetsGetChecked. LetsGetChecked are a home diagnostics company providing groundbreaking healthcare accessibility by allowing customers to get medical testing of all types, right from the comfort of their own homes. Their services range from hor…
 
In today’s episode, Scott talks about the importance of leaders and discusses five leadership styles that fail to create the kind of iconic cultures that distinctive leaders should be developing. Based on a LinkedIn post by Suchitra Mishra, Scott reveals the five specific behaviors — and discusses why you need to get rid of these approaches to achi…
 
Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia. A Closer Look focuses on data and human intelligence and in this episode of the podcast Chris explores the effect of the Covid-19 pandemic on customer experience and behavior in travel and leisure. What is the pre and post pandemic view on travel and leisure and how can you get cl…
 
In this 2nd episode Chris Barrett: Transformation Specialist, Board Advisor and Educationalist with Barry Anderson: Senior Communications Strategist share their experience in managing complex Transformation Programmes. This unique series offers insights and most importantly, advice to all professionals when faced with a “no win” situation the why o…
 
On Episode 35 of the B-Time podcast, Dr. Paul Grundy recommended a book titled: The Healing of America by T.R. Reid. While the book is 10 years old, it still provides valuable information on the workings of healthcare across the world. The premise of this book is twofold. Firstly, the author lays out a case that covering all citizens as a moral iss…
 
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