CX Heroes
autor: Ben Foden
Najnowszy odcinek
Technology Adoption That Lasts with Pinar Kucukyilmaz | CX Heroes #56
Technology Adoption That Lasts with Pinar Kucukyilmaz | CX Heroes #56
O tym podcaście
(Previously "The CX Files"). Leaders sharing what works in AI, KM, Process, and Teams. Brought to you by Helpfeel.
Odcinki
Najnowsze 20 z 56 odcinków
- Technology Adoption That Lasts with Pinar Kucukyilmaz | CX Heroes #56 · 36 min · Sezon 1 Odcinek 56How do you judge whether a technology deployment will last after the launch team moves on? Learn in this episode: Why a rollout can perform well while executives are watching…
- Leadership Habits You Have to Unlearn with Tarah Nelson | CX Heroes #55 · 30 minTarah Nelson learned how to keep working through a period when stopping did not feel like an option. A decade later, she shares the importance of letting Slack wait until Monday…
- One Serious CX Transformation Journey | CX Heroes #54 - Nate Brown · 40 min · Sezon 1 Odcinek 54Nate Brown's customer experience career started in a Ford Taurus with no air conditioning, cold calling strip malls in a territory nobody wanted. Today, he is the co-founder of…
- Why Your CFO Ignores Your NPS Score with Sue Duris | CX Heroes #53 · 60 minLearn in this episode: Why your team gets looked at as a cost center, and how to grow beyond that framingHow presenting the same metrics in a new way drives action from the CFO…
- Why you must deliver on your brand promise | CX Heroes #52 - Melanie Virreira · 41 min · Sezon 1 Odcinek 52Learn in this episode: Why packaging isn't your brand, and what actually earns customer trustThe one broken promise that can cost you a B2B accountHow to turn a routine supplier…
- CX Heroes #51 - Elise Jeanmaire · 39 min · Sezon 1 Odcinek 51Learn in this episode: Why shipping the AI first draft quietly hands over your company's voiceHow a fiction writer's approach to revision applies to support contentWhy rereading…
- CX Heroes #50 - Tim Thijsse · 30 min · Sezon 1 Odcinek 50Learn in this episode: Why CX maturity means knowing your starting point instead of copying another company's playbookWhy everything in support can be automated, and why that is…
- CX Heroes #49 - Brian Porter · 45 min · Sezon 1 Odcinek 49Learn in this episode: Why customers can't be fully honest with a sales rep who carries a quota, and who they open up to instead.How Brian built an entire chief customer officer…
- CX Heroes #48 - Amanda Carden-Chamberlain · 38 min · Sezon 1 Odcinek 48Learn in this episode: - How RJ Young structures three specialized support teams across 30 products to hit 95 NPS - Why most AI vendor pitches fail Amanda's one-question filter…
- CX Heroes #47 - Troy Dennis · 39 min · Sezon 1 Odcinek 47Learn in this episode: How a $0.50 problem on a transit card unlocked millions in customer loyalty.Why removing everyday friction compounds into retention faster than any new…
- CX Heroes #46 - Joel Sandi · 40 min · Sezon 1 Odcinek 46Learn in this episode: - How to move from a manual support model to an automated, intelligent self-service ecosystem. - Why democratizing knowledge creation is a powerful tool…
- CX Heroes #45 - Alex Schaeffer · 34 min · Sezon 1 Odcinek 45The CX Files has a new name: CX Heroes. Learn in this episode: Why AI tools should be managed with the same rigor as a BPO partner.The importance of a neutral arbiter to audit AI…
- The CX Files #44 - Michelle Wideman · 44 min · Sezon 1 Odcinek 44Learn in this episode: Why CSMs stay silent on churn risk in strategic accounts and what is actually driving that silence.How to build executive relationships with customers…
- The CX Files #43 - Kimberly Wyman · 34 min · Sezon 1 Odcinek 43Learn in this episode: - Why mapping the happy path is the biggest mistake in CX design. - How to identify break points in a customer journey before they cause a crisis. - The…
- The CX Files #42- Kamron Kunce · 30 min · Sezon 1 Odcinek 42Learn in this episode: - How to launch a new sub-brand to shift customer perception without losing legacy trust. - The process for mapping a 70-year-old customer journey to find…
- The CX Files #41 - Naisan Geula · 40 min · Sezon 1 Odcinek 41Learn in this episode: Naisan's secret sauce: Using emotional empathy as a business heuristic to align CX, product, and finance teams.Why understanding the emotional angle of a…
- The CX Files #40 - Colin Flanigan · 52 min · Sezon 1 Odcinek 40Learn in this episode: How the role of CX is shifting from ticket closure toward data curation and strategic storytelling.Why learning a little code might be the highest-leverage…
- The CX Files #39 - Lilli Gordon · 30 min · Sezon 1 Odcinek 39Learn in this episode: How internal company culture directly impacts customer retention.Why asking difficult questions early is better than a surprise at renewal.The way Culture…
- The CX Files #38 - Will Christacakos · 37 min · Sezon 1 Odcinek 38Learn in this episode: Why clean data is the only foundation for a successful AI rollout.The jewelry store effect and why AI looks different in a demo than in production.How to…
- The CX Files #37 - Eytan Hattem · 37 min · Sezon 1 Odcinek 37Learn in this episode: - Why unclear expectations cause AI deployments to fail to reach CX goals. - The importance of implementing technology within a specific business context…
