A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “call center”

Calling for Alignment

Calling for Alignment

Released: May 19, 2020 • Episode #117

There can be many cogs in the machine that is customer experience, and making certain they all align is important if that “machine” is to function correctly. Host Steve Walker and guest Ted Bernard, a managing principal at Invantage Group, discuss how making certain the many pieces of CX, like customer support, align with your overall customer experience strategy.

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Small Data Leads to Big Change

Small Data Leads to Big Change

Released: April 28, 2020 • Episode #114

CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luckily there are tools in our CX toolbox that can help CX pros collect feedback, and unstructured voice of the customer is one of those tools. Host Steve Walker welcomes Cary Cusumano, a certified customer experience professional and principal client partner in customer experience design for Verizon to discuss ways to reconstruct the customer journey without using surveys or other potentially intrusive practices.

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