Top 10 CX Conversations Episodes
Best episodes ranked by Goodpods Users most listened
07/02/20 • 20 min
More About Al 0:43
Tier Customer Service 3:02
Who Tier Customer Service Right for? 7:28
How to have a successful Tier Model 10:07
“The biggest challenge is forgetting that you are a service organization to begin with. They start focusing on the tiered customer service get away with anything.” 15:58
The 6 Steps of Customer Journey Mapping | Annette Franz
06/25/20 • 22 min
Annette’s Background 1:07
What is Journey Mapping 2:55
How to Do it Right 6:12
What to do WITH a Journey Map 14:46
Revisiting Journey Map 17:49
“A lot of companies... try to just identify things in the current state map... but they don’t get at the root of the problem, which is something internally.” 12:39
06/18/20 • 21 min
About Bob and Customer Think 1:10
Journey Mapping in General 2:32
How to Journey Map Well 6:54
Information based Journey Map on 12:59
We think of journey mapping as, “walk in your customers’ shoes and then take pictures as you go and read their mind.” 3:09
Making Customer Service Faster and Smarter With AI | Omar Pera
06/11/20 • 25 min
About of Omar and Reply 1:30
Why do we need bots? 8:41
Examples of AI in customer Service 12:20
Do’s and Dont’s of AI for CX 20:17
“If the customer says absolutely anything that is not related to ‘where is my order’ you go to an agent directly, without waiting, without doing anything, without rephrasing...” 21:45
Elevating the Voice of the Customer | Hillary Curran
06/04/20 • 20 min
Amplifying the Customer’s Voice 1:58
Getting Customers Involved 7:34
Share and Discuss 8:58
Close the Loop 14:38
“ We’ve created a series of questions that we ask our CX team to think on each week...Some sort of specific questions verses, ‘how is everything going’ Something so broad” 7:54
The Customer in the Future | Blake Morgan
05/28/20 • 19 min
More about Blake 0:57
The Customer of the Future 2:59
The Company of the Future 4:36
Why Does CX Matter to Companies today? 8:26
Recent Book Release 11:34
“Customer service is the only way to stand out. Our products and services have become commodities. We’re simply competing on price. Maybe that works in the short term, but in the long term... we have to compete on experience.” 8:44
The Cult of the Customer | Shep Hyken
05/21/20 • 24 min
Why the word Cult? 2:34
Changing Tradition 15:00
Setting Your Company above others 21:20
“The Cult of the Customer is all about people who are fanatical about taking care of their customers, both internal and external... Ideally doing such a great job that these customers become evangelists.” 4:15
05/07/20 • 20 min
Would you do that to your Mother? 2:14
How to start Enabling Employees 7:53
Don’t make me feed you Soap 11:58
Pillars 3 and 4 14:10
“Do you allow for human error? If you return that rent a car 3 minutes late are you get dinged for half a day?...People above process.” 15:31
What is Punk CX and Why Should You Care | Adrian Swinscoe
04/30/20 • 18 min
Introduction to Adrian Swinscoe 1:15
How Punk CX came about 3:04
How to Simplify CX 8:12
We Like helping Ourselves 12:18
“60% of your in bound demand for help can be solved either by you being better at solving things first time around, or..helping customers help themselves.” 13:27
How to Create a Rockstar Customer Experience | James Dodkins
07/09/20 • 25 min
About James 1:21
How to Give Rockstar Customer Experience 5:01
4 Step Framework 9:27
Team Structure 13:24
“Only 4% of dissatisfied customers will complain and the large majority of the rest will vote with their feet. They’ll just leave and go somewhere else. If you are only fixing problems for the 4% of people that complain, you are missing a massive opportunity.” 11:00
How many episodes does CX Conversations have?
CX Conversations currently has 151 episodes available.
What topics does CX Conversations cover?
The podcast is about Society & Culture, Management, Podcasts, Relationships and Business.
What is the most popular episode on CX Conversations?
The episode title 'The Power of Tiered Customer Service | Al Hopper at Nagurra Networks' is the most popular.
What is the average episode length on CX Conversations?
The average episode length on CX Conversations is 21 minutes.
How often are episodes of CX Conversations released?
Episodes of CX Conversations are typically released every 6 days, 23 hours.
When was the first episode of CX Conversations?
The first episode of CX Conversations was released on Feb 21, 2020.
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