According to a recent Pew Research Center survey, the majority of workers in the U.S. say that focusing on DEI in the workplace is “a good thing.” With so many organizations adopting ways to improve diversity, equity, and inclusion, it seems that we, as CX professionals, should explore ways we can incorporate this important work into our efforts of improving customer experiences. And my guest on this episode has already made progress in incorporating DEI into CX and EX programs. Host Sara Walker welcomes Victor Udoewa, service design lead at the CDC, for a discussion on diversity, equity, and inclusion in CX metrics and programs.
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There’s so much talk about artificial intelligence these days. With stories of how it is changing the world on so many fronts, customer experience professionals can’t help but explore its impact on their organization’s CX program. And when we think about another common struggle with CX – linking the work of customer experience back to revenue – a little bit of help from machine learning might offer a solution. Host Pat Gibbons welcomes Nikhil Nadiminti, senior program manager ISG for worldwide customer experience at Lenovo, for a discussion on proving CX's value through machine learning.
There's an adage that implies designers and data scientists sometimes don't always see eye to eye. Designers look for esthetics and the functionality while developers and researchers lean towards the data. Why is that? We can all get along and there's no reason why we can't work together! You can use data to create usable and esthetic designs that support excellent customer experiences. Host Pat Gibbons welcomes Caroline Quinlan, digital CX manager for Electric Ireland, for a discussion on how data combined with design thinking can create amazing customer experiences.
We must warn you: the podcast episode you're about to listen to is filled with frightful tales of deliveries gone wrong, misdirected concert tickets, terrible website engineering, and rental cars that won't start. This can only mean one thing: it's another blood-curdling episode of CX Horror Stories! Hosted by Sara Walker and Gary Szeszycki, guests include Diane Skirvin (Walker), Bill Daughtery (Gibson Teldata), Tyler Morris (Walker), and Kerri Meyer (Qualtrics).
In 1989, Evered and Selman put forward the idea that looking at managers as “coaches” creates a better culture for employees. They say, “coaching focuses on discovering actions that enable and empower people to contribute more fully, productively, and with less alienation than the control model entails.” We take the same view here at Walker, where our team leads take the role of coaches to develop CX teams. A lot of those skills translate to leading a CX team in a company – or guiding a whole organization to get onboard with CX initiatives. Host Pat Gibbons welcome Walker expert "Coach Drew" Hall for a discussion on the value of CX coaching.
Managing your money is already a stressful task, and it's sometimes difficult to intentionally think ahead about what happens when we retire. Luckily, there are some very smart people in the world of personal finance who can help with that aspect of life. But what does the customer experience look like in that field? Continuing our look into the winning programs at the 2023 US Customer Experience Awards, host Pat Gibbons welcomes Jenny Schmidt, vice president for strategic initiatives at Prudential Financial, to discuss their many awards from USACXA, including the 2023 CX Team of the Year.
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Deeper dives into various subjects for customer experience professionals.
