Dec 18, 2018
Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how federal agencies are beginning to apply customer experience into government, how legislation is requiring the implementation of CX practices, the imbalance of X-data (experience) and O-data (operational)...
Dec 11, 2018
Exploring another topic on intersections with customer experience, Steve welcomes Dave Duke, an expert in customer success management and is the co-founder and chief customer officer of MetaCX, for a discussion on customer success and its relevance in customer experience.
Dec 4, 2018
Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incorporates customer experience into their training programs.
Nov 27, 2018
How does the customer experience practice work with other disciplines? In the inaugural episode of a new series, Steve explores the intersection of CX and UX (user experience) with guests Mike Miserendino and Suzi Shapiro from GravityDrive, a user experience consulting services company in Indianapolis.
Nov 13, 2018
In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard from Wild Birds Unlimited to discuss the CX program within a franchise model and how personal relationships with customers are competitive advantages for today's retailers.