41 episodes
Customer Experience Patterns Podcast Sam Stern
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- Business
Every 2 weeks, customer experience expert Sam Stern will explain a customer experience pattern that underpins some of the World's best customer experiences. Patterns are models or designs dervied from real-world examples that have been proven to work.
The episodes will include detailed descriptions of the Pattern, data and evidence to supports its importance, and instructions to follow the pattern yourself to create great customer experiences.
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Will Generative AI Bury Or Revive Customer Experience?
In this episode, Ryan Hart and I talk about the promise and the peril of using Generative AI to delivery customer experiences. Does it replace CX teams with and customer-facing employees? Or does it empower personalization, and better delivery of human experiences?
Ryan Hart on LinkedIn
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
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CX Improvements lead to cost cuts, but cost cuts don't lead to CX improvements
In this episode, Ryan Hart and I talk about the imperative we see for companies to cut costs, and the danger of doing so without starting from the customer and working back.
Ryan Hart on LinkedIn
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information. -
Defining Customer Experience With Tom Quish
Tom Quish from Rightpoint is back for another, shorter episode talking about the importance of having a definition of Customer Experience for your company that is both shared by all employees, and inclusive of all employees.
One company, one CX definition.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information. -
Crafting Your CX Strategy - Step By Step
Tom Quish from Rightpoint joins in this episode to talk CX Strategies. Listen to hear Tom explain why executive alignment is a can't-skip step, how to ensure your research refreshes your strategy over time, and the right way to ensure the cusotmer insights get used.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information. -
It's Easier Than Ever To Create A Great Customer Experience
Not easy, but easier. We're in a moment of pessisim for CX, but I argue that it has never been a better time for someone who wants to create great customer experiences.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information. -
Great Moments Make Great Experiences - Letting go of CX Perfection
Customer experiences remembered as great are not great in every moment. In fact, just the opposite. Most of the experience is completely forgettable at best, and a bit frustrating or boring at worst. That contrast makes peak moments more memorable. Let go of perfection.
In this episode, you'll learn about the Enterprise Pause, and why L.L Bean and Mercedes-Benz scaled back on legendarily generous services that their brands were famous for.
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.