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Latest Episodes
Episode 112 – Little Things Make a Big Difference in Customer Experience
Join us as we discuss a little touch that drew a lot of attention, the power of seeing someone’s face when they speak, and a viral sensation that brought...
Episode 111 – Take the Mystery Out of CX By Connecting with Your Customers
Join us as we discuss the mysteries of mystery shopping, texting for help, and why channel switching is a good way to anger your customers. Mysteries, Queries, and Quandaries...
Episode 110 – Creating Moving Experiences for People Who Are Moving
Join us as we discuss how to conclude a business relationship in a remarkable way, making it easy for your customers to comply with your contracts, and archaic interactions...
Episode 109 – Enhancing the Experience with Efficiency and Effectiveness
Join us as we discuss using technology to know where to go, the move to telemedicine during the pandemic, and a framework for creating more content than you could...
Episode 108 – From Analog to Augmented – Creating Experiences Everywhere
Join us as we discuss the frustrating process of trying to pay your health insurance premiums, the boundaryless world of augmented reality, and planning your day without using electronics....
Episode 107 – The “Behind the Scenes” Elements and People that Make for a Remarkable Experience
Join us as we discuss the story behind the story of America’s biggest winery, CX heroes who remain behind-the-scenes, and a lifetime warranty that over-delivered. Wines, Horns, and Suitcases...