Crack The Customer Code

The customer journey needs to be integrated into customers' lives and the notion of what they want to get from it. It's just one of the things we need to truly understand to improve the overall experience for the customer. Our guest, Theodora (Theo) Lau, is here to talk about that and how AI plays and will play a part in the future of customer experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

Customer service agents are getting better at referring to people using gender-neutral pronouns, but this can always improve, and it should improve. Leaders need to take action and work on this so every customer can feel at ease when dealing with your company.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken talks about a couple of essential things from his book in greater detail. You'll get vital knowledge on why customers terminate their business with you and what you can do to increase your retention rates. And those rates are the ones every business needs to grow. So, tune in to learn it all; you never know how much this knowledge can improve your business! Learn more about your ad choices. Visit megaphone.fm/adchoices

There’s a big difference between customer experience and customer experience management, which is another central point that will be elaborated on in this episode. It's a distinction that should interest every leader and anyone working in the customer experience sector. Learn more about your ad choices. Visit megaphone.fm/adchoices

Alison has a lot of exciting advice to give to all types of leaders looking to improve their companies' customer experience. She particularly has a bit of advice for leaders of companies that haven't had customers in the past but suddenly need to change to a more customer-centric model. All in all, a lot of interesting information awaits you in this episode, so make sure you tune in. Learn more about your ad choices. Visit megaphone.fm/adchoices

Your two favorite hosts are here to tell you about the new topics they’ll cover in the episodes to come. This is a quick intro to the new season, but tune in to learn what you can expect to get in the weeks and months to come. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this season has witnessed. Moreover, they talk about all the bumper stickers of the season, including their own, the ones they've saved for this very episode. And yes, bourbon will be consumed, so pour yourself a glass and tune in! Learn more about your ad choices. Visit megaphone.fm/adchoices

2020 has been a hectic year for everyone, but some companies have managed to come out on top thanks to great strategies, care for their customers, and top-notch leadership. Tom Karinshak and Comcast, have managed to do just that in several ways, and he shares all about that and how you can lead your company to a better customer experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

AI is everywhere, and it influences every life in one way or another, yet people rarely understand it. But Ovetta Sampson has a lot of interesting advice to give leaders who are not yet familiar enough with AI and data. If you want to learn more, you’ll have to listen to this data-driven episode of Crack the Customer Code. The insights you’ll gain afterward are more than worth the time spent listening! Learn more about your ad choices. Visit megaphone.fm/adchoices

AI is beneficial to some, but a complete mystery to most. It’s a problem that should be remedied as AI can be incredibly helpful to a lot of companies, as long as they implement it correctly. Riaz Raihan and his company Alida know that well, so he is here to talk about how to use it in customer experience, how to deal with the problems that that many experience with AI, and so much more.  Learn more about your ad choices. Visit megaphone.fm/adchoices

The tension between customer service and efficiency creates many problems, and you'll hear about some interesting examples in this episode. What's more, Jeannie and Adam will discuss the possible solutions, so tune in if this age-old problem has been bothering you as well, so you can finally get rid of it. Learn more about your ad choices. Visit megaphone.fm/adchoices

Chip looks at customer experience differently than many do today. He is interested in the human stories and the service customers truly want to see, even if they don't ask for it. If you want to learn more about this compelling way of improving customer experience, and get a lot of practical advice, tune in, as this is not an episode you want to miss! In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility. Get the free report from our sponsor Alida just for our listeners here: https://www.alida.com/ctcc Learn more about your ad choices. Visit megaphone.fm/adchoices

The 2021 Customer Expectations Report by Gladly is out, and Adam and Jeannie talk about some of the more interesting findings from it. These numbers are bound to influence your business, especially since the findings are significantly different than before, and yes, they are partly affected by the global pandemic. In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility. Get the free report from our sponsor Alida just for our listeners here: https://www.alida.com/ctcc Learn more about your ad choices. Visit megaphone.fm/adchoices

Ramon Ray talks to us about how important customer experience is for small businesses and why technology is the biggest part of improving the experience today. Ramon explains how to determine which technology you need and gives you some advice he’s learned as a small business owner himself. Learn more about your ad choices. Visit megaphone.fm/adchoices

Do you know how valuable the insights gained from active communities can be? If you don't, then this is certainly the episode for you! Jeannie and Adam will discuss things that haven't been covered before yet are extremely important for CX, especially today. Learn more about your ad choices. Visit megaphone.fm/adchoices

Managing cultural change is always challenging. Ross Wainwright discusses the processes and hard decisions behind the transformation from Vision Critical to Alida, including the cultural, branding, tech, and product & service changes - all during the pandemic. In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility.  Get the free report from our sponsor Alida just for our listeners here: https://www.alida.com/ctcc Learn more about your ad choices. Visit megaphone.fm/adchoices

Many business leaders are worried that things won’t go back to normal, so Adam and Jeannie have a few interesting stats and opinions that could help you. This episode should have enough useful information to help you gain some valuable insights into the future of CX in the upcoming post-pandemic world. Learn more about your ad choices. Visit megaphone.fm/adchoices

Thinking globally but acting locally is an idea that’s rarely discussed in customer experience. This is what we talk about, among other things, with our guest, Steven Van Belleghem. Steven understands the nuances of customer experience and the small details many others tend to miss. He also knows how smaller companies can improve their customer experiences, so there's a lot of value you can gain from his words. Learn more about your ad choices. Visit megaphone.fm/adchoices

AI and machine learning are changing the game, and we are bound to see more benefits for the world of customer experience very soon. The current goal is to automate routine interactions and leave humans open to deal with the more complex ones. But there’s so much more to come. In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility.  Get the free report from our sponsor Alida just for our listeners here: https://www.alida.com/ctcc Learn more about your ad choices. Visit megaphone.fm/adchoices

2020 changed a lot of things for both customers and customer experience leaders. Christine Rimer works with customer experience leaders and knows exactly what troubles them and how to help them. Christine leads SurveyMonkey’s customer experience program, community, and thought leadership to drive growth and innovation. Before SurveyMonkey, she held various CX leadership roles but began her career in enterprise business systems and data management, where she aligned cross-functional teams to deliver measurable business outcomes. Learn more about your ad choices. Visit megaphone.fm/adchoices