38 episodios

"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting. It is hosted by TTEC's Jeff Marcoux and Elizabeth Glagowski, editor of the Customer Strategist Journal.

The CX Pod Jeff Marcoux

    • Economía y empresa

"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting. It is hosted by TTEC's Jeff Marcoux and Elizabeth Glagowski, editor of the Customer Strategist Journal.

    Collections: Turn a Negative Interaction Into a Positive Customer Experience

    Collections: Turn a Negative Interaction Into a Positive Customer Experience

    The collections business unit is vital to the overall experience full of potential for increased revenue if managed with a customer-centric focus. Lester Estonina, TTEC’s executive director in charge of collections, discusses how empathy and compassion during collections interactions have proven to increase promises to pay and result in higher revenue.

    • 17 min
    NRF 2020: What is the Future of Work?

    NRF 2020: What is the Future of Work?

    Our team visited the 2020 National Retail Federation (NRF) “Big Show” in New York City to report on the latest thought leadership and technology reshaping the retail industry. To create a better picture of what work will look like this decade, we spoke to Rachel Kreuter, a communications specialist at Ceridian, about the company’s recently published “2020 Future of Work” report.

    • 12 min
    Research: Balance Privacy With Personalization to Deliver Great Experiences

    Research: Balance Privacy With Personalization to Deliver Great Experiences

    Ryan Hollenbeck, Senior Vice President of Global Marketing at Verint Systems, shares results of new research showing how much information customers are willing to part with to get great experiences in return, as well brands can successfully strike the right balance between privacy and personalization.

    • 23 min
    Delivery Route Planning: A Hotbed for Innovation

    Delivery Route Planning: A Hotbed for Innovation

    How does the customer experience affect delivery routes? What are the low-hanging fruits of making deliveries and where can companies differentiate? George Shchegolev, co-founder and VP of operations at Route4Me, answers these questions and more as he shares what happens behind the scenes to make fast deliveries possible.

    • 11 min
    Customer trust starts with action

    Customer trust starts with action

    Everyone has that friend that clicks with them, someone who always knows what you need but still manages to surprise you in wonderful ways. According to author Jeff Fromm, those are the brands that are winning in today’s customer experience. His newest book, The Purpose Advantage, gets to the heart what is needed to meet what customers value most, connections.

    We had an opportunity to call him and chat about what it takes to understand today’s consumer mindset.

    • 17 min
    WebMD Customer Care: An Insider's View

    WebMD Customer Care: An Insider's View

    Whether it’s answering a simple question or tackling a technical problem, customer service representatives are at the front lines of meeting customer needs. Stephanie Finnell, a customer service representative at WebMD Health Services, sheds light on what it’s like to work in a role that’s quickly evolving in the era of the customer and the interactions that make her job rewarding.

    • 14 min

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