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Experts of ExperienceEpisodes
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Experts of Experience
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Episodes of Experts of Experience
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On this episode, Tom Williams, Chief Experience Officer at Discount Tire, shares his journey from a part-time tire technician to a leadership role. He emphasizes the importance of empowering employees and listening to their ideas. Plus, he expl
On this episode, Karen Wood-Maris, VP of Revenue Operations at SoftBank Robotics America, discusses the impact of robotics and automation on customer experience, the role of revenue operations in customer success, and the use of data to drive g
On this episode, Michael Costello, CEO of GNC, emphasizes the importance of the customer experience in providing personalized support to customers. He also discusses the impact of customer experience on business growth and the challenges of cre
On this episode, Justin Rose, the President, Lifecycle Solutions, Supply Management, and Customer Success, John Deere, discusses the implementation of AI in customer success. He highlights the challenge of determining when and how to intervene
On this episode, we explore the concept of proximity and how technology is enabling products and services to be delivered faster and tailored to individual needs with authors Robert C. Wolcott & Kaihan Krippendorff. They discuss real-world exam
On this episode, Joey Coleman, Chief Experience Composer at Design Symphony, dissects the connection between employee experience (EX) and customer experience (CX). Joey highlights the importance of understanding the emotional journey of both cu
On this episode, Chris Zlocki, Global Head of Client Experience for Collier's Occupier Services, explores the changing landscape of commercial real estate in today’s world. Chris emphasizes the importance of being a proactive and consultative p
On this episode, Anita Toth, the Chief Hidden Revenue Hunter at ATI, discusses churn and customer success in the B2B SaaS industry. She shares insights on common mistakes businesses make when trying to avoid churn and emphasizes the importance
On this episode, Jill Thomas, the Chief Marketing and Customer Experience Officer for the PGA TOUR Superstore, discusses the importance of understanding the customer and creating personalized experiences. She highlights the impact of technology
On this episode, Eric Wood, Vice President of Product Experience at Rivian, discusses the future of EVs and software-defined vehicles, emphasizing the need for seamless integration and personalized experiences. He also digs into the importance
On this episode, Rekha Srivatsan, VP of Product Marketing at Salesforce Service Cloud, discusses the findings of the sixth edition of the Salesforce State of Service report. The report dives into some of the biggest trends in the customer succe
On this episode, Ryan Ostrom, the Chief Marketing Officer of Jack in the Box, discusses how the brand has separated itself from that pack in the QSR industry by placing an emphasis on speed, quality, and consistency. Plus, Ryan explains how inn
On this episode, Danny Cox, Vice President of Guest Experience at Breeze Airways, discusses the challenges airlines face in creating great passenger experiences. He emphasizes the need for airlines to let go of antiquated processes and mindset
On this episode, Frances Molina, the CX manager at MoviePass, discusses the history and revival of MoviePass, the challenges of resetting customer expectations, and the importance of cross-functional collaboration in delivering a great customer
On this episode, Brynne Henn, the Product Marketing Lead, of the AR Development Platform at Niantic, discusses Niantic's approach to user-centric design and customer experience in developing AR products. The discussion highlights the importanc
In this conversation, Dan Lubetsky discusses the importance of one-to-one engagement and the need for brands to capture consumer interest at any moment. He emphasizes the role of building trust with consumers through effective communication and
On this episode, Lauren interviews Alwar Pillai, the CEO and Co-founder of Fable, a company that helps organizations build accessible and inclusive technology. They discuss the importance of accessibility in technology and the challenges of bui
On this episode, Shep Hyken, a CX expert, shares insights on the importance of customer experience and the common mistakes companies make. He emphasizes the need for a customer-centric culture and the connection between employee experience and
In this conversation, Michael Bair, SVP of Customer Experience at Figs, shares insights on creating a seamless end-to-end customer experience in ecommerce. He emphasizes the importance of investing in all touchpoints of the customer journey and
Join us as, Megan Bednarczyk, staff product designer at Duolingo, gives us a deep dive into the use of generative AI in the language learning app and how users are getting the most out of the technology. Megan shares how GPT-4 opened up new pos
How does enhancing the employee experience revolutionize customer service?Join Lauren Wood on 'Experts of Experience' as she engages with Rudi Khoury, Chief Digital Officer at Fisher and Paykel Appliances, delving into the transformative power
Join host Lauren Wood as she sits down with Ethan Beute, Chief Evangelist at Follow Up Boss, as they explore the nuanced art of what it means to be an evangelist and the importance of human-centered communication.In this episode, Ethan shares h
Explore the evolving landscape of customer experience with Jim Roth, President of Customer Success at Salesforce, in this episode of Experts of Experience.Join host Lauren Wood as she delves into the strategies of Salesforce to revolutionize cu
Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effect
Dive into the world of creative customer experience with Ian Wishingrad, Co-Founder and CMO of Three Wishes Cereal.In this episode of Experts of Experience, Ian shares his journey from advertising to entrepreneurship, revealing how authenticity
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