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

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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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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#Frankensurvey

#Frankensurvey

Released: June 12, 2018 6:00 am

How's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening strategy? Steve welcomes Dr. Troy Powell to the podcast to discuss the dangers of not effectively planning your listening architecture and how you can avoid relying on the "Frankensurvey" to gather valuable customer insights.

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