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Latest Episodes
Episode 38: How Nespresso Nails the Customer Experience Lifecycle
How Nespresso accounts for every moment in the customer experience lifecycle, the death of cash, and the problem with introducing new technology to your CX.
Episode 37: Why Customers Expect a Living Brand Experience
The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer’s experience is as important...
Episode 36: The Role Messaging and Automation Will Play in the Future of Customer Service
Why direct messaging is crucial to the customer experience of tomorrow when a “free” cruise isn’t really free, and how a CEO reports to his employees.
Episode 35: The Secret to a Great Retail Experience
We follow Joey around for a great day of customer experience including: a doctor’s visit that was actually fun, a visit to Bed Bath & Beyond that gave him...
Episode 34: The Little Things You Can Do to Create Surprise and Delight
How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and...
Episode 33: A Simple Way to Test Your Customer Experience
The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.