The Customer Experience Podcast

271. Leveling Up Customer Interactions via Genuine Care w/ Angela Alea

Doing what's right for your customer is what's right. It’s that simple. Angela Alea, President and Chief Revenue Officer at LASSO shares valuable insights on the importa

270. Establishing and Evolving a Chief Experience Officer Role w/ Saira Taneja

Solving for multiple stakeholders is the essence of human-centered design. Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of

269. Creating Unique, Authentic, and Local Experiences w/ Rina Johnson

As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How d

268. Experiencing You: Creating a Lasting Impression w/ Melissa Wright

How do people experience you? Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity, it's flipping the script into being a tr

267. Self-Service vs Human Touch: Balancing Customer Sentiment w/ Michelle Randall

This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean? A happy, engaged and empowered agent leads to a happy, engag

266. Driving Innovation Through Equity, Equality, and Justice w/ Anna Dewar Gully

70% of people in the world deeply care about inequality and would like to see a more equal, fair and just world, but simply don't know how to get there. Our latest gues

265. Human Connection and Emotional Impact in EX and CX w/ Joey Coleman

The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value. We're living in an era where humans are

264. Personalizing the Path to Homeownership w/ Brian Vieaux

How do we become trusted advisors to people who aren’t quite ready to buy, borrow, or transact? Professionals in these spaces are often looking to remove the human with a

263. Creating Human Connection within a Global Ecosystem w/ Naomi Wheeless

The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connect

262. Building a More Trusting and Human Internet w/ Aaron Painter

Fact: 99% of deepfake audios can be used to break into someone's account that’s voice-based. As the digital environment gets noisier and more polluted, trust becomes ev

261. Showing Your Work in the Age of AI w/ Ethan Beute

Caution: be thoughtful about what you and your team outsource to generative AI, and what you continue to do yourself. When it comes to human and machine, the best solut

260. Building the Cisco CX Org from Scratch w/ Andrew Carothers

It's the customer's perception of their experience with a company that matters. And in particular, the customer's perception of their ability to obtain business value.

259. Best Practices for Win-Loss Analysis w/ Scott Varner

Why are you winning? Why are you losing? What’s happening to your customer? How do they feel about it? These are simple, yet important questions that can be answered by

258. Honesty, Humanity, and Storytelling in B2B Marketing w/ Anthony Butler

Your mom told you honesty is the best policy, and guess what — she was right. A long-term strategy of honesty is not only good business and good marketing… It's good fo

257. Creating Customer Continuity in B2B SaaS w/ Adam Ferris

Most of human suffering is related to an unwillingness to have difficult conversations. Today we discuss how communication, authenticity and a “Team Sport'' culture lea

256. Putting Your Name on the Work w/ Dermot Buffini

Can this technology support a principle that I believe in? This is a critical question — but one that’s not asked often enough in our race to evaluate, acquire, and impl

255. The Power of Human Connection in B2B Sales w/ Jessica Herrala

No matter what spectacular tech is introduced to the world, the human race will always be connected by relationships—and without the human connection between salespeople

254. Embracing a Psychology-Based Sales Approach w/ Jeff Shore

You can’t multiply your way out of complexity — first, you have to simplify. In today’s increasingly oversaturated market of substandard marketing and customer service, i

253. The North Star of Legendary Customer Experience w/ Danielle Lipari-Mareth

A home is one of the most significant, important purchases people make. But that doesn’t mean the process is easy. And unfortunately, it’s not always the most enjoyable.

252. Selling on Video: Beyond the Excuses w/ Chris Bogue

First the radio star, now video has killed the bland sales pitch. In today’s world of sales, people are much less inclined to answer calls from unknown numbers and are