The Effortless Member Experience by SaleMove

CX Show: Conversations on Customer Experience

The Effortless Member Experience

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Shannon Spotswood, president of RFG Advisory, a professionally managed hybrid RIA dedicated to supporting advisors and their clients best intentions.

Going Digital First at RFG with Shannon Spotswood

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an e-learning platform which develops contact supervisors skill sets for highly successful front line leaders.

Creating Contact Center Leaders with Jim Rembach

In this episode of the CX Show, we speak to Luke WIlliams, Head of CX at Qualtrics, about the Wallet Allocation Rule and how businesses can gain a competitive advantage through customer experience.

The Wallet Allocation Rule with Luke Williams

In this episode of the CX Show, we speak with Annette Franz, Founder and CEO at CX Journey, Inc, about laying the groundwork for a successful customer experience strategy.

Establishing a Customer Journey Strategy with Annette Franz

In this episode of the CX Show, we speak with Shep Hyken, Chief Amazement Officer at Shepard Presentations, about delivering an amazing customer service experience.

How to Offer Amazing Customer Service with Shep Hyken

In this episode of the CX Show, we speak with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, about organizational changes that need to take place before a change can be made to the customer experience.

Customer Experience Enablement with Lynn Hunsaker

In this episode of the CX Show, we talk to Jim Tincher, Journey Mapper-In-Chief at Heart of the Customer, about customer journey mapping and the importance of identifying and eliminating friction and pain points along the journey.

Customer Journey Mapping with Jim Tincher

In this episode of the CX Show, we talk to Scott Tannen, Founder & CEO of Boll & Branch, about customer experience and how he's been able to grow the company by placing the customer and the company's ethical practices front and center. We also discuss Boll & Branch's first physical retail location and how they're bringing the digital experience to brick and mortar.

Putting the Customer First at Boll & Branch

In this episode of CX Insider, we talk to Kerri Nelson, Founder & CEO of CustomersFirst Now, about how customer journey mapping can really serve as a vital exercise for improving the customer experience. We'll also discuss the importance of understanding not only what customers say, but also what they do. Finally, we'll learn what it takes to operationalize the key findings of customer surveys and mapping exercises - ensuring that the outcome is more than just a pretty picture on the wall.

Gaining Insight from Customer Journey Mapping with Kerri Nelson

In this episode, we talk to Ernan Roman about leveraging the voice of the customer to improve the customer experience. In particular, we’ll spend time digging into Ernan’s work with MassMutual and how their customers ended up influencing their marketing. We’ll also examine the gap between what customers expect and what brands deliver.

Understanding Voice of the Customer with Ernan Roman

SaleMove Co-Founder and CEO, Dan Michaeli, talks to Scott Dille of Northern Trust. In this episode, we'll learn how a workshop at IDEO brought Design Thinking to Northern Trust and helped reshape the bank's customer experience.

Building Customer Experience Through Design Thinking at Northern Trust

SaleMove Co-Founder and COO, Justin DiPietro talks about Artificial Intelligence and a framework for how companies should leverage conversation AI to rollout chatbots. Justin also takes a step back to provide an explanation of AI and discusses where the technology is today.

A Discussion on Conversational AI

SaleMove CEO Dan Michaeli chats with Rob Bailey, COO at Kustomer, about building a customer-obsessed culture. Rob also talks about why he feels customer experience is becoming the new marketing. To learn more about SaleMove, visit bit.ly/2mjjX7H

Building a Customer-Obsessed Culture at Kustomer

SaleMove CEO Dan Michaeli chats with Seth Hall, SVP of Customer Service at Philadelphia Insurance Companies, about building a customer-centric support organization using Voice of the Customer. Seth also talks about a common customer support metric that has taken a back seat in his org. To learn more about SaleMove, visit bit.ly/2mjjX7H

Understanding What Customers Really Want at Philadelphia Insurance Companies

The CX Show is Glia's podcast on Customer Experience. In each episode, we'll be speaking to senior business leaders to understand the importance and influence of the customer experience on overall business success.

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CX Show: Conversations on Customer Experience

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