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Navigating the Customer Experience

Yanique Grant, Customer Experience Strategist, Entrepreneur

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Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
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Insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their status. Either they define best in class or are pushing the boundaries for the next generation of customer experience.
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New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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The CX Leader Podcast provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. The CX Leader Podcast is produced by Walker, an experience management consulting firm that helps companies accelerate their XM success.
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Fast Leader Show | Customer Experience Leadership

Jim Rembach, President Call Center Coach

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Grow the power of Customer Experience with new leadership skills with this innovative and unique podcast that dives into the lives of some of the world's brightest minds. And have a hoot with the Hump Day Hoedown with Jim Rembach, President of Call Center Coach. Create dynamic customer experience strategies, improve employee engagement, and develop stronger leadership skills with practical advice that you can use immediately.
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Struggling to attract and retain loyal customers? Want to differentiate your brand beyond price competition? "Doing CX Right" with Stacy Sherman is your go-to podcast. This award-winning show is about turning customer experience (CX) concepts into effective action. ⁣ ⁣ You'll gain tangible strategies rooted in Stacy's innovative Heart and Science™ leadership framework, which masterfully blends emotional intelligence with data analytics. ⁣ ⁣ Alongside Stacy's insights, you’ll hear her discuss ...
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We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth. This review sums up: "The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other se ...
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CX-Talks® ist der erfolgreichste deutschsprachige Edutainment Podcast, der sich speziell mit dem Top Thema Customer Experience Management beschäftigt. Es geht um Insights - von und über Kunden, Technologie und CX Trends. Dazu Berichte von CX Managern aus der Praxis. Alle 14 Tage teilen Experten aus der DACH CX-Community ihr Wissen mit Peter Pirner. Ein Customer Experience Podcast, der Spaß macht und breit informiert. Gemacht für alle CX Interessierten: CX Manager, Mitarbeiter im Marketing, C ...
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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About G ...
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Selling products online is challenging and can lead to poor customer experiences. In each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon FBA, Shopify, artificial intelligence... We’ll discuss what matters today and what you can do to build a better eCommerce business, we’ll show you how! :) Appreciate the show? Leave us a review and rating in iTunes, or wherever you get your podc ...
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"It's my pleasure to invite you to our customer experience podcast series discussing client centric best practices, tools and ideas with today's top FM leaders." Troy Batchelor - Retail Customer Experience Evangelist French Company LLC
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Welcome to the "Customer Experience (CX) Decoded Podcast," where we unravel the intricate world of customer experience, one episode at a time. Join us on this enlightening journey as we help wedding + service professionals decode the art and science of creating extraordinary customer interactions. In each episode, we delve into the strategies, insights, and stories behind remarkable customer experiences. Are you ready?
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We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.
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InspireCast Customer Experience Podcast

Quadient - Mirza Baig

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The InspireCast Business Podcast is your leading source for real interviews and insights with leading customer experience and engagement experts featuring your co-host, Mirza Baig of Quadient. Each series of podcasts will feature a new real-life expert as co-host, so tune-in often to learn from top business leaders on challenges and best practices when it comes to managing your customers and the overall customer experience. #Business #Branding #Marketing
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The truth is that Customer Success is not just about amazing experiences and success stories. Here we dive into what did not work, how we could fix it together and the role your Company Culture plays into turning Transactions into Experiences 😜 and delivering amazing Customer Experience #customersuccess #customerexperience Cover art photo provided by Boudewijn Huysmans on Unsplash: https://unsplash.com/@boudewijn_huysmans
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Discussing Stupid tackles ‘stupid’ in digital customer experience through tongue-in-cheek discussions and practical, real world examples. Hosted by Virgil Carroll, this podcast features discussions with industry pros while exploring the crazy things our consumers do and the bad practices we use. All wrapped up in some useful and sometimes sarcastic advice.
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Every aspect of your eCommerce business impacts customer experience: from advertising and packaging to product functionality, website usability, and even reliability. Your long-term growth and profitability will hinge on your ability to deliver the best experience for your buyers… and this podcast will show you how. Tune in monthly for actionable and insightful discussions with the brightest minds at the intersection of eCommerce and customer experience.
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Why should you invest in truly knowing your customer? What's the benefit of being customer-centric as an organisation? We are absolutely convinced that the winners of the future are the companies that put their customers first in absolutely everything that they do. And I can tell you this over and over again, still, it's my opinion. Together with Espree, we are exploring great customer experience stories in an industry that absolutely needs to understand customers, they thrive on truly under ...
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From digital transformation to customer experience to MarTech, marketing is increasingly complex with data and technology at the centre. But it is still about human experience and brand experience. There’s an infinite number of ways that brands interact with customers today and thousands of tools to enable better CX. How do you as a CXO keep track of all that’s going on? That’s where I come in. I am Namrata Balwani, a Digital and Customer Experience Consultant, with a 20-year career & leader ...
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Willkommen beim CX-fest Podcast! Passend zum CX-festival geht es in unserem Podcast um die Themen CX, Customer Service, Kundenzentrierung, AI und Automation. Malte Lensch, Robert Cwicinski und andere CX-Enthusiasten sprechen über die Reise zum ersten Festival und CX itself. Wir stehen täglich für Kundenzentrierung, excellenten Customer Service für unsere Kunden und helfen dabei die richtigen Dinge zu tun. Als Leafworks ist es unsere Passion die Welt des CX und Kundenservice jeden Tag ein bis ...
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Oliver Kern (Managing Director SKOPOS CONNECT) im Gespräch mit Peter Pirner In dieser Folge von CX-Talks spreche ich mit Oliver Kern, dem Managing Director von SKOPOS CONNECT, über das Thema Insights Communities. Zunächst diskutieren wir die Entwicklung von Voice of the Customer Plattformen und die Bedeutung von Technologie im Customer Experience M…
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Are hidden fees eroding your customers' trust? Stacy Sherman teams up with Jeremy Hyde, Director of Customer Service at Sun Country Airlines, to tackle the broader implications of pricing strategies on consumer trust and loyalty, that impact all industries. They explore the role of a la carte pricing in making services more accessible and underscor…
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Katrin Yuan and Greg, the host, dive deeper into the realms of AI, IoT, and digital transformation, offering a broader perspective for CX professionals, digital leaders, and technology enthusiasts. About Katrin: Katrin J. Yuan is an award-winning executive with a background in technology, strategy, and business transformation in international corpo…
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You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be abl…
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In this episode, listeners gain insights into two companies' contrasting customer service experiences. The installment highlights the Customer Loyalty Team (CLT) approach at Zappos and how that team takes the following steps: 1) Initial greeting, 2) Personal Emotional Connection (PEC), 3) Comprehensive service, 4) Accurate information exchange, and…
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Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? …
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Serena Chan is a Research Advocate at Dovetail with a background in exploratory and UX research. She plays a pivotal role in crafting memorable experiences for customers, advocating for them within the company and partnering with people who do research to build a community and best practices at Dovetail. Before joining Dovetail, Serena held UX desi…
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In an inspiring exchange, Jeff Eschliman shares his journey from the idyllic landscapes of Fortuna, California, to becoming a visionary leader in the construction industry. His story, woven with the values instilled by his family and the wisdom gained from his military service, unfolds a compelling narrative on leadership, teamwork, and personal de…
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Show notes: SellerSmile.com/042 Tools and resources: -- USPTO Learning Resources -- SellerSmile is your e-commerce customer service team. We offer a free 7-day trial! Browse our services at https://www.sellersmile.com/services/ -- Try Help Scout for your customer service, the same CRM SellerSmile uses, and get a $50 credit when you sign up through …
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Struggling to create lasting customer loyalty in today's competitive landscape? Join Stacy Sherman and Bernie Borges as they unveil the secrets to crafting exceptional Customer Experience (CX) journeys that elevate client relationships. They emphasize the power of personalization, seamless content strategies, effective marketing techniques, and gen…
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I am honored to feature Stacy Sherman, a renowned expert in customer experience and leadership. Stacy shares her invaluable insights into transforming customer interactions, humanizing business processes, and leading with integrity and compassion. This episode is a goldmine for professionals in CX, digital, customer service, and senior management, …
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Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought eve…
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In this episode, Dr. Michelli explores the essential elements of customer loyalty, drawing lessons from industry leaders Apple, Intel, and Alphabet (Google). He examines the strategies these tech behemoths employ to cultivate and maintain strong customer relationships. This installment highlights the importance of leveraging social media to build a…
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Producer's Note: March 8th, 2024 is International Women’s Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for accelerating women’s equality. To join in this celebration, we’d like to encore an episode that originally aired back in August of 2022 when Sara Walker h…
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Len Covello, Chief Technology Officer (CTO) at Engage People, leading the long-term technology vision of the company and is responsible for driving continued innovation in the loyalty sector. He is an innovator in the technology space and a thought leader in loyalty. Len started his first technology company at the age of 18 and most recently was th…
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Silke Wiesel (Head of CX Central & Eastern Europe) im Gespräch mit Peter Pirner Zu Gast ist heute Silke Wiesel, Head of CX in Central & Eastern Europe) bei Chiesi Pharmaceuticals. Silke Wiesel ist eine erfahrene Expertin auf dem Gebiet der Customer Experience und arbeitet bei Chiesi Pharmaceuticals. Ihre umfangreichen Kenntnisse in der Branche ermö…
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Are digital tools impacting your ability to deliver exceptional customer service? How can technology support, not hinder genuine customer connections? Learn how to cultivate stronger customer bonds on this episode of Doing CX Right, featuring insights from host Stacy Sherman and customer service expert guest Thom Singer. They discuss key strategies…
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Dive into the transformative world of customer experience with Gabriela Ciupitu on the CX Goalkeeper Podcast. This episode, brimming with actionable insights and strategies, offers a deep dive into CX innovation in Romania and the power of community in elevating CX practices. Whether you're a seasoned professional or new to the field, Gabriela's ex…
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A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson…
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This episode offers a pragmatic approach to navigating service breakdowns. Dr. Joseph Michelli acknowledges that even the most customer-focused organizations can face service challenges. Rather than striving for unattainable perfection, the episode pivots to managing and transforming these breakdowns into opportunities for enhanced customer loyalty…
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If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring into action to fix whatever it was that caused the less than stellar review. Customer insights can be a pow…
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Pete Kusiak is the franchise guru who knows how to bring the fun into business. With a track record of success owning and coaching franchises for over 20 years, Pete's innovative strategies have transformed businesses, boosting revenue and workplace happiness. His passion lies in creating organisations that are not only exciting, but also irresisti…
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Are complex processes hindering your ability to deliver exceptional customer service? In this week's episode, host Stacy Sherman and author Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity throu…
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Show notes: SellerSmile.com/041 Tools and resources: -- SellerSmile is your e-commerce customer service team. We offer a free 7-day trial! Browse our services at https://www.sellersmile.com/services/ -- Try Help Scout for your customer service, the same CRM SellerSmile uses, and get a $50 credit when you sign up through our link at https://helpscou…
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Step into the future of customer experience with our latest CX Goalkeeper Podcast episode, where we delve into transformative strategies for enhancing customer engagement. This episode features a riveting conversation with a renowned expert in the field, sharing invaluable insights on leveraging technology, emotional intelligence, and innovative pr…
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Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like…
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In this episode, Dr. Joseph Michelli discusses the concept of 'glocalization,' a strategy that combines global brand consistency with local relevancy. The podcast shares insights from working with Howard Schultz and Starbucks, illustrating the evolution of Starbucks from a uniform store design to a more locally integrated approach. The narrative ex…
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Ali Cudby, CEO of Alignmint Growth Strategies, which is a dynamic force in business transformation through intentional customer experiences. With a mission to drive growth by architecting superior customer interactions, Ali's expertise aligns strategy and implementation. She is the author of the bestselling book, Keep Your Customers, she offers fre…
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It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been for several versions can cause confusion and frustration. So it’s important to understand customers’ needs a…
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Nicoleta Danu (Faces of Munich) im Gespräch mit Peter Pirner In der heutigen Folge geht es um LinkedIn. Ich nutzte LinkedIn zunächst, um CX-Talks als Podcast zu promoten. Es gibt sogar eine eigene Unternehmensseite von CX-Talks aus LinkedIn, auf denen man alle Direktlinks zu den neuen Folgen findet.Einen größeren Plan hatte ich nicht. In den letzte…
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Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explai…
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Show notes: SellerSmile.com/040 - Email authentication technology serves as a vital defense against phishing scams and unauthorized email impersonation. By implementing email authentication protocols, businesses can protect their customers and uphold their brand integrity. At its core, email authentication involves verifying the legitimacy of an em…
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Unlock transformative insights in customer experience with our latest CX Goalkeeper Podcast episode featuring Manu Dwievedi. Dive deep into the strategies that are reshaping the AI landscape, offering listeners actionable advice and cutting-edge trends. This episode is a great episode to listen to for professionals aiming to elevate their CX game. …
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Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quit…
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In this episode, listeners get an inside look at operational excellence that separates thriving businesses from competitors. The focus is on how leaders manage to streamline daily operations efficiently, allowing them to foster a culture of passion for products, services, and the customer experience within their teams. This approach is exemplified …
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How can your business harness AI to improve customer experience without losing personalization? What strategies can lead to breakthroughs in understanding and serving your customers better? Get the answers on Doing CX Right, as host Stacy Sherman and guest expert Alex Genov discuss the transformative impact of AI on customer relations. They dissect…
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Ever see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that with A.I. - people pecking and swarming at you to try and integrate it into your business in any way possible…
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Eric Williamson is the Chief Marketing Officer at CallMiner. As CallMiner’s Chief Marketing Officer, Eric oversees all global marketing functions from brand and events to demand generation. Eric's marketing team works very closely with channel and sales to drive pipeline and CallMiner’s explosive growth. Eric has over 20 years of experience in both…
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Show notes: SellerSmile.com/039 - Discover 5 essential tips to optimize your e-commerce customer service email address for success. From branded domains to email authentication, we've got you covered! Tools and resources: -- SellerSmile is your e-commerce customer service team. We offer a free 7-day trial! Browse our services at https://www.sellers…
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Transform Your Approach to Customer Experience with insights from the forefront of design thinking and innovation in this must-listen episode of the CX Goalkeeper Podcast. Host Gregorio Uglioni welcomes Beppe De Vincenti, a visionary in customer experience and human-centered design, to share his expertise and insights that are transforming the CX l…
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Practicality is essential. Great ideas you can’t do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. So, this episode gives them to him. Bob isn’t alone. Numerous organizations str…
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Can you be a double CX Superhero? With Prof Dr Phil Klaus we believe so because this is his second invitation to guest on the Customer Experience Superhero podcast. This time host Christopher Brooks gets the opportunity to find out more about the man behind the best seller, Measuring Customer Experience. Almost 10 years after publication, it is sti…
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Bonus Content! We interview many great customer experience professionals and they have a ton of great advice to share. But sometimes we have leave some of the interview out of the final episode in order to keep our podcasts a reasonable length. So you're not left out of hearing all the wonderful content our guests provide, we'll occasionally releas…
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In this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5 Principles to Engage, Inspire, and WOW. The episode delves into the unique experience template Zappos utilizes to drive engaging customer interactions, a model that has positioned Zappos as a benchma…
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