Nov 5, 2019
Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.
Oct 29, 2019
Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary offerings include healthcare, travel, and automotive repair.
Oct 22, 2019
The Qualtrics XM Institute released their report “The State of Customer Experience Management, 2019” which assesses how companies are doing with their CX efforts. Guest host Pat Gibbons welcome Isabelle Zdatny from the XM Institute to discuss their findings and some of the key takeaways from the report.
Oct 15, 2019
With more companies moving to globalizing their business, it can be easy to overlook the implications of not considering cultural differences required for CX programs in different countries. Steve welcomes back Bob Azman, a CX professional with over 40 years of experience and founder and CXO of Innovative CX Solutions,...
Oct 8, 2019
Companies often hire implementation specialists to help get their customer listening technology up and running, but don't do the necessary preparation required to make the process happen smoothly. Guest host Pat Gibbons welcome Walker technology consultants Liz Wallshield and Charlie Rumsey to talk about some of the...