Episodes

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  • CX Press
  • Dissecting the Experience
  • Experience This Live
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Episode 69 – Why an Emoji Says More Than You Think

Join us as we discuss:  How to identify customer sentiment using more than just words, why asking for feedback shouldn’t annoy customers, and how a new store operates without cashiers. Emojis, Surveys, and Sodas. Oh my!

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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 65 – LIVE at EmpowerCX 2019

Join us as we discuss: the best parts of an international customer experience conference, the most remarkable experiences of the last year as shared by the listeners in our LIVE audience, and the true state of customer experience in 2019. Highlights, Highfliers, and High Points. 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 62 – How to Build Community with Communication

Join us as we discuss:  new tactics to enhance your customer service in social media, how one school district deals with frustrated parents on snow days, and the airline that saved a wedding. Responding, Rescheduling, and Recovering. Oh my!

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Episode 61 – Why Your Packaging is Your First Brand Ambassador

Join us as we discuss: whether some customers should get better service than others, the keys to employee learning and development, and how you can use packaging to make a great first impression. Premium Service, Curriculum and Packaging. 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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