CX Champions
HGS
Your brand experience is made up of so many small moments. So every moment needs to be positive, personal and drive business performance. But how do you make the most of every touch point? And how do you exceed ever-rising customer expectations? CX Champions is an UNSCRIPTED masterclass on how YOU can stand out, think differently, and re-imagine what a Customer Experience could look like in a digital-first world. Join us to hear from top CX leaders in the world and they’ll champion every moment.
Categorias: Finanzas
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This episode features an interview with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. Shep is a New York Times and Wall Street Journal bestselling author, and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. He has helped companies like American Airlines, AT&T, and American Express build loyal relationships with their customers and employees. And in this episode, Shep shares insights on creating memorable customer experiences in a digital-first world. He discusses the importance of prompt, personal, and positive customer interactions, leveraging AI to enhance the customer experience, and the significance of both digital and human elements in customer service. Shep also explains his five-step process for handling customer issues—acknowledge, apologize, resolve, own, and act with urgency. He highlights the changing dynamics of customer loyalty programs, the impact of business decisions on customer loyalty, and the importance of employee experience in delivering exceptional customer service. The conversation delves into various aspects of CX, including self-service options, the dangers of commoditization, and the future trends in customer experience.
Episodios anteriores
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33 - Mastering CX: Shep Hyken's Guide to Exceptional Customer Interactions Thu, 25 Apr 2024
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32 - Delivering 18 Years of Bold CX: Christian Mitchell's Journey at Northwestern Mutual Thu, 11 Apr 2024
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31 - HubSpot's CX Evolution: A Conversation with Nicholas Holland, VP of Product Thu, 28 Mar 2024
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30 - Empowering Customer Choice with Micah Sampson, Head of Customer Experience at Intuit Thu, 4 Jan 2024
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29 - Driving Change: Turo’s Trailblazing COO, Julie Weingardt Thu, 21 Dec 2023
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28 - Becoming the Pink Zebra: How CEO Ron Holt Created the “First Happy Moving Company” By Prioritizing CX Over Profit Thu, 30 Nov 2023
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27 - Speed Matters: How EasyPark Group Chief Customer Officer Scott Booker Stays Agile for High Customer Satisfaction Wed, 8 Nov 2023
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26 - Welcome to Season 3 of CX Champions! Wed, 25 Oct 2023
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25 - How to Create Raving Fans like a CX Rockstar with Craig Antonucci, CXO at Autocar Thu, 27 Jul 2023
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24 - Designing the Blueprint for Lifelong Customers with Sarah Diegnan, VP of Customer Experience at ChartHop Thu, 22 Jun 2023
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23 - A PR Executive's Guide to CX Transformation: Stacy Armijo at Amplify Credit Union Thu, 1 Jun 2023
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22 - Sarah Owen: Revolutionizing Claims Payments at One Inc. Thu, 18 May 2023
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21 - Jeff Newman: Personalizing CX at Porsche in a Digital-First World Wed, 3 May 2023
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20 - Embracing Change to Transform Your CX with Sarah Dekin of Hometap Wed, 19 Apr 2023
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19 - From the Navy to Twilio: Glenn Weinstein’s Path to CX Excellence Wed, 5 Apr 2023
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18 - Introducing CX Champions! Wed, 29 Mar 2023
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17 - The Case of the Missing Customer with Dutta Satadip, Chief Customer Officer at ActiveCampaign Wed, 26 Oct 2022
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16 - How to better understand your customers as humans and support a more diverse UX with Janelle Estes, Chief Insights Officer at UserTesting Wed, 12 Oct 2022
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15 - The Case of Slow Customer Onboarding with Srikrishnan Ganesan, Co-Founder & CEO of Rocketlane Wed, 28 Sep 2022
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14 - Implementing Invisible Technology to Power Great Customer Experiences with Tom Martin, CEO at Glance Networks Wed, 14 Sep 2022
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13 - Welcome to Season 2 of CX Detectives! Wed, 7 Sep 2022
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12 - Leveraging Technology to Improve the Employee and Customer Experience with Venu Gooty, SVP of Digital Strategy and Transformation at HGS Wed, 1 Jun 2022
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11 - Tackling CX in the Year of Agility with Bruce Temkin, Head of the Qualtrics XM Institute Wed, 18 May 2022
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10 - Bringing Digital Transformation to a Highly Regulated Industry with Alexandra Morehouse, Chief Digital and Marketing Officer at Banner Health Wed, 4 May 2022
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9 - Cracking Open the Case Files: Highlights from Season 1 of CX Detectives Thu, 7 Apr 2022
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8 - Scaling Up a DTC Brand with Orchid Bertelsen, COO at Common Thread Collective Mon, 21 Mar 2022
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7 - The Move to Mobile with Alexie Harper and Ori Ratner, Chief Product Officer and Chief Technology Officer of the Quantic School of Business and Technology Wed, 16 Feb 2022
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6 - Balancing Automation with Human Interaction with Melissa O’Brien, Research Leader at HFS Research Wed, 26 Jan 2022
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5 - Leveraging Technology to Meet the Needs of End Users with Boone Putney, Chief Technology Officer at Fetch Package Tue, 11 Jan 2022
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4 - The Pandemic Pivot with Keren Lynch, Publicist and Manager of Communications for the Anaheim Ducks Wed, 15 Dec 2021
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3 - Getting Inside Your Customer’s Head with Tim Ash, Founder of TimAsh.com & PrimalBrain.com Thu, 2 Dec 2021
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2 - Building Your Customer Experience from the Ground Up with Robin Laine, Co-Founder & CEO of Transect Wed, 17 Nov 2021
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1 - Welcome to CX Detectives Tue, 12 Oct 2021