Aug 31, 2021
The concept of CX maturity is a concept covered on this podcast in the past, but what does a "real life" mature CX program look like? Host Steve Walker welcomes Lara Caimi, chief customer and partner officer at ServiceNow, a company that delivers digital workflows that create great experiences and unlock...
Aug 24, 2021
When we talk about “experiences” it’s often from a holistic point of view – through the lens of “experience management”, or “XM.” But how do you connect the customer with the employees, or the employees with the brand? One way is through the use of storytelling, which can be particularly effective in...
Aug 17, 2021
A key element to building any customer experience program is understanding your customers and creating empathy. And there are tools to help with that: surveys, interviews, journey mapping sessions. But what about the process beyond all the discovery that happens? What do you DO with all that “understanding?” Host...
Aug 10, 2021
Companies regularly hire experienced professionals from outside their organization. But they can’t tell from a resume how good of a culture fit the new leaders will be. And employees frequently find that to grow their skills, they need to go to another company – often leaving a company that is a good fit for them....
Aug 3, 2021
Customer experience professionals have an opportunity to help create a genuine and lasting impact on their companies. But like any other aspect of an organization, there are some key elements – or “ingredients” – they need to make the right impact. And each company’s needs will be different, so it's important...