Oct 26, 2021
Co-hosts Steve Walker and Pat Gibbons take listeners on a frightful journey of terrible customer experiences with plumbing, restaurants, baby supply stores, hospitals, and even vampires in blood banks! Listen, if you dare!
Oct 19, 2021
The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data together, companies can take their experience programs to the next level. But what companies are applying this practice and how’s it working out for them? Host Steve...
Oct 12, 2021
CX pros often need to provide ways for employees across the company to access data from their customer experience programs. This data should be easy to access and quick to interpret on a high level – no time to be downloading tabulated data and fiddling with it in Excel. Dashboards provide a way to aggregate data into...
Oct 5, 2021
“Do NOT ruin your customer’s day” sounds like something that belongs at the top of any list of rules for CX professionals. We’ve all had those moments where an employee with a bad attitude ruined your mood, or you’re left waiting on hold for over an hour and steamed about the experience for the rest of the...