Dissecting the Experience

Sometimes a remarkable experience deserves deeper investigation. We dive into the nitty-gritty of customer interactions and dissect how – and why – they happened. Join us while we’re DISSECTING THE EXPERIENCE!

Episode 68 – The Rewards of Taking Risks to Promote Inclusivity

Join us as we discuss: the role of gender in artificial intelligence, explaining a printed piece of paper using a video, and taking an online store into the mall.

Choosing, Perusing, and Browsing. Oh my!

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Episode 67 – Creating Unique Experiences Through Exclusivity and Humor

Join us as we discuss: how humor can play a role in the customer experience, an unlikely alliance of fierce competitors, and a marketplace that helps bars set prices based on supply and demand.  

Smiles, Sodas, and Sips. Oh my!

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Episode 66 – Going One Step Beyond to Engage Customers in Unexpected Ways

Join us as we discuss: embracing conspiracies to liven up your experience, making everything you touch part of the experience, and paying attention to your customers’ celebrations so you can join them in the festivities.

Gargoyles, Rings, and Birthdays. Oh my!

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Episode 64 – The Importance of Understanding Your Target Market

Join us as we discuss: a coffee shop without any people in it, a bank advertisement without understandable words in it, and what we love and can’t stand about that one device with so many cool things in it.

Robots, Acronyms, and iPhones. Oh my!

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Episode 63 – Remarkable Experiences Down Under

Join us as we discuss:  using experience to attract new audiences, building natural tourist attractions, and an Italian meal to remember… in Australia?

Prima Donnas, Penguins, and Pasta. Oh my!

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Episode 60 – Using Technology and Vision to Provide the Best Customer Experiences

Join us as we discuss: how one company used a modern vision to disrupt a centuries old industry, how technology makes it easier to listen to the voice of your customers, and how a credit card company optimizes for cardholder choice and convenience. 

Glasses, Voices, and Choices. Oh my!

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Episode 58 – Include Every Individual in the Customer Experience

Join us as we discuss: cutting edge customer journey mapping, counting the many customer experiences of Tokyo, Japan, and what to do when someone wants to learn more about your company but isn’t quite ready for the sale. 

Individuals, Ichiban, and Interest. Oh my!

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Episode 57: Increase Your Value by Humanizing Your Brand

Join us as we discuss: fruits and vegetables that may not look pretty but still taste yummy, the coming of a marketing rebellion led by (who else?) the consumer, and an NBA basketball star who made a little girl’s dream come true. 

Vegetables, Rebellions, and Sneakers. Oh my!

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Episode 55 – The Power of a Personalized Customer Experience

Happy New Year! Join us as we discuss: how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of New Year’s resolutions from the world of customer experience.  

Instructions, Introductions, and Resolutions. Oh my!

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Episode 54 – Creating Iconic Talk Triggers and Making Your Experience More Convenient

Join us as we discuss: how to implement ancient wisdom into your employee and customer training efforts, how to take a painful process and make it enjoyable every step of the way, and how iconic talk triggers conveniently enhance your customer experience.

Tribal, Technical, and Bibliographical. Oh my!

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