A resource for customer experience (CX) and experience management (XM) professionals.
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Best Practices in CX

Best Practices in CX

A series focusing on some of the best ways CX leaders can make customer experience their biggest competitive advantage.

Immersing in the Customer’s Experience

Immersing in the Customer’s Experience

Released: August 27, 2019 6:00 am

Building customer empathy is an important aspect to your customer experience program and trying to teach that to your organization is not easy. Steve welcomes Serena Riley, the customer experience senior Manager at LLamasoft, to describe how she used immersive experiences to help employees understand the customer’s point of view within a phase of their journey.

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Starting from Scratch

Starting from Scratch

Released: July 19, 2019 6:00 am

It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes guest Roberta O'Keith of Murphy-Hoffman Company, a full-service truck dealership, to discuss how she started customer experience programs in companies that had no such efforts in place.

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The Story of the Customer

The Story of the Customer

Released: July 12, 2019 6:00 am

Customer experience professionals work with a ton of data, but often find that they don’t have time to read some of the most insightful sources of information: customer comments. Steve welcomes Joyce Gott, a marketing research manager at Anthem, Inc. for a discussion on the importance and value of bringing customer comments to life within your company.

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It’s Party Time!

It’s Party Time!

Released: July 5, 2019 6:00 am

Guest host Pat Gibbons welcomes Walker expert Dereck Mobley for a discussion on how customer experiences professionals can plan corporate events around customer feedback to bring better awareness of your company’s CX efforts to the organization.

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Don’t just use your gut

Don’t just use your gut

Released: June 21, 2019 6:00 am

For a discussion on how to move a not-for-profit organization from making decisions based on gut instinct to utilizing customer feedback, Steve welcomes Andrea Krohnberg, senior director of customer experience at the YMCA Twin Cities in Minneapolis. They discuss how she led the effort to make customer insights and data a key decision-making driver in the organization and how it improved their CX efforts.

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From Patrons to Customers

From Patrons to Customers

Released: June 21, 2019 6:00 am

Continuing the Best Practices series, Steve welcomes the chief customer experience officer for the Columbus Metropolitan Library, Alison Circle, for a discussion on CX within the not-for-profit space and how the organization has adapted to disruptions in the normal model for libraries.

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Meeting in a Box

Meeting in a Box

Released: June 17, 2019 6:00 am

Finding time and methods to communicate CX efforts across a company with 900+ employees can be challenging. Steve welcomes guest Mark Slatin to discuss how Sandy Spring Bank synchronizes all their CX efforts through an innovative educational program that includes cross-functional activities.

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Bouncing Off Guardrails

Bouncing Off Guardrails

Released: June 11, 2019 6:00 am

Continuing the series focusing on best practices, Steve welcomes Nick Frunzi, chief customer officer at Esri, a world leader in GIS mapping and spatial analytics software, to discuss the importance of empowering cross-functional teams with your company’s customer experience efforts.

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What to do with all this data

What to do with all this data

Released: June 4, 2019 6:00 am

In the first episode of a new series focusing on best practices for CX professionals, Steve welcomes Jessica Gregory, associate vice president for advisory services and analytics expert to discuss how analyzing customer data can bring you powerful insights to help drive your customer experience program.

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