Innovation is about connecting the dots and solving human problems. Without context or story, this will not have ROI. The starting point for any experience-design program is knowing the DNA of the brand and the customers it serves. Just ask Kam

The Role of Digital in the Student Experience - with Miguel Martinez-Saenz

May 5th, 2021 44m 55s

Customers are always paying attention -- you can’t miss a beat. There’s nowhere that’s more true than with an institution of higher learning, where students are both customers and residents. So setting a standard for student experience is param

The Right Buy-In, The Right Customer Experience - with Michael Williams

Apr 20th, 2021 42m 51s

The life-cycle of a customer is the exact map brands need to create strategic experiences which create lifetime value for customers. Understanding where they’ve been, and where they are likely to go, are two critical building blocks for custome

Redefine How to Capture the Patient Voice - with Alan Dubovsky

Apr 5th, 2021 38m 56s

Listening. It's a basic building block to effective customer experience and, ultimately satisfaction. It is also a consistent message we are hearing on this show. Ironically, in the one industry where listening is the most impactful aspect of c

Customer Experience Is More Than One Thing - Baked by Melissa Co-Founder/CEO Melissa Ben-Ishay

Mar 5th, 2021 32m 54s

From the beginning -- the first hire, the brand values, and the initial vision of the website -- cupcake dynamo Baked by Melissa has been focused on the experience of the customer. It’s part of the recipe. And with cupcakes being an emotional p

Improving Patient Experience with Video - with Meghan Nechrebecki

Feb 17th, 2021 40m 17s

Every business must participate in the digital journey. How do you jump to digital if traditionally you haven't had to focus on your customer, as an industry. This is the challenge for health care. Today health care systems are supposed to meet

Customer Experience Leadership – From Physical to Digital with Bill Lynch

Jan 25th, 2021 54m 10s

The President of the Specialty Food Association, Bill Lynch, shares how to lead an organization in a customer-centered way and move the customer experience from physical to digital.See omnystudio.com/listener for privacy information.

Rate