Ranked #1
3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84
3 tips for balancing consistent customer experience and technology innovation: CX Mini Masterclass – E84
This CX Mini Masterclass comes directly from a listener request about how organizations can ensure that CX is protected,... Read more
14 May 2020
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10mins
Ranked #2
Ideas to improve customer experience: interview with Sue Brady – E71
Ideas to improve customer experience: interview with Sue Brady – E71
VP of Marketing and Customer Engagement at HUGHES, Sue Brady, shares insights about her team’s CXNow! program, an innova... Read more
13 Feb 2020
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Ranked #3
The basics of B2B CX: CX Mini Masterclass – E51
The basics of B2B CX: CX Mini Masterclass – E51
This CX Mini Masterclass provides an overview of what makes experience management unique for organizations in the busine... Read more
29 Aug 2019
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Ranked #4
Prioritizing customer journey improvement: CX Mini Masterclass – E54
Prioritizing customer journey improvement: CX Mini Masterclass – E54
This CX Mini Masterclass provides a simple and straightforward approach to prioritizing customer journey improvements. S... Read more
19 Sep 2019
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Ranked #5
Customer journey management in times of crisis: CX Mini Masterclass – E76
Customer journey management in times of crisis: CX Mini Masterclass – E76
This CX Mini Masterclass looks at the practical realities of managing the customer journey in time of crisis. Interactio... Read more
19 Mar 2020
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8mins
Ranked #6
Customer experience KPIs: CX Mini Masterclass – E53
Customer experience KPIs: CX Mini Masterclass – E53
This CX Mini Masterclass provides an overview of customer experience KPIs and how these can be used to foster organizati... Read more
12 Sep 2019
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Ranked #7
Tapping into VOC insight through social media: CX Mini Masterclass – E77
Tapping into VOC insight through social media: CX Mini Masterclass – E77
This CX Mini Masterclass explores how organizations can leverage social media as a rich source of Voice of Customer (VOC... Read more
26 Mar 2020
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10mins
Ranked #8
Customer experience leadership in higher education: interview with Josh Dodson – E74
Customer experience leadership in higher education: interview with Josh Dodson – E74
Vice President of Marketing & Innovation at VisionPoint Marketing, Josh Dodson, shares his insights about how the fi... Read more
5 Mar 2020
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36mins
Ranked #9
Cracking CX success and customer experience ROI: interview with Michelle Morris – E80
Cracking CX success and customer experience ROI: interview with Michelle Morris – E80
Seasoned CX leader and Customer Experience Design Partner with Verizon Business Group, Michelle Morris, shares insights ... Read more
16 Apr 2020
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46mins
Ranked #10
Electricity and customer-centricity: interview with Chris Ahlfeldt – E52
Electricity and customer-centricity: interview with Chris Ahlfeldt – E52
Energy industry expert, Chris Ahlfeldt, shares his insights on how the energy industry is handling customer-centricity a... Read more
5 Sep 2019
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Ranked #11
AI and Customer Experience: CX Mini Masterclass – E64
AI and Customer Experience: CX Mini Masterclass – E64
This CX Mini Masterclass provides an overview of artificial intelligence and its emerging role in CX management. Show ho... Read more
28 Nov 2019
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Ranked #12
Customer journey optimization via the VOC feedback loop: CX Mini Masterclass – E75
Customer journey optimization via the VOC feedback loop: CX Mini Masterclass – E75
This CX Mini Masterclass explains the concept of the Voice of Customer (VOC) Feedback Loop and why this is important for... Read more
12 Mar 2020
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11mins
Ranked #13
The impact of Covid 19 and customer experience in the new normal: interview with Jennifer Wright – E83
The impact of Covid 19 and customer experience in the new normal: interview with Jennifer Wright – E83
Customer experience transformation expert and Director of Experience Analytics at Magellan Health, Jennifer Wright, shar... Read more
7 May 2020
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45mins
Ranked #14
What is service design: CX Mini Masterclass – E58
What is service design: CX Mini Masterclass – E58
This CX Mini Masterclass provides an overview of service design and why this is important for teams that are working on ... Read more
17 Oct 2019
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Ranked #15
CX metrics, mistakes and missed opportunities: CX Mini Masterclass – E63
CX metrics, mistakes and missed opportunities: CX Mini Masterclass – E63
This CX Mini Masterclass explores some of the most pervasive missteps that organizations make with their CX metrics. Spe... Read more
21 Nov 2019
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Ranked #16
How to make a service blueprint: CX Mini Masterclass – E59
How to make a service blueprint: CX Mini Masterclass – E59
This CX Mini Masterclass provides step by step instructions for how to develop a service blueprint, a key tool for any C... Read more
24 Oct 2019
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Ranked #17
Internal and external marketing of customer experience: CX Mini Masterclass – E67
Internal and external marketing of customer experience: CX Mini Masterclass – E67
This CX Mini Masterclass explores the importance of marketing customer experience, both externally to customers, as well... Read more
16 Jan 2020
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Ranked #18
Foundations of a great CX program: CX Mini Masterclass – E60
Foundations of a great CX program: CX Mini Masterclass – E60
This CX Mini Masterclass explores the key components of a successful CX program. There might not be a one-size-fits-all ... Read more
31 Oct 2019
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Ranked #19
Great customer experience starts from the top: CX Mini Masterclass – E55
Great customer experience starts from the top: CX Mini Masterclass – E55
This CX Mini Masterclass explores how leaders can champion the customer mandate. Great customer experience starts with t... Read more
26 Sep 2019
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Ranked #20
CX vs. UX: CX Mini Masterclass – E56
CX vs. UX: CX Mini Masterclass – E56
This CX Mini Masterclass provides clarity on the difference between user experience (UX) and customer experience (CX). S... Read more
3 Oct 2019
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