49 episodios

CX Connoisseur, Steve Pappas, shares his insights on how to turn your customers into loyal brand ambassadors.


Known for his relentless pursuit of all things 'customer', Steve knows how to help your business and create experiences that customers respond to.


Listen to Steve's insights. Learn to grow and accelerate your business.


Learn more: http://bit.ly/ScienceofCX_Pappas

Science of CX Stephen Pappas

    • Emprendimiento

CX Connoisseur, Steve Pappas, shares his insights on how to turn your customers into loyal brand ambassadors.


Known for his relentless pursuit of all things 'customer', Steve knows how to help your business and create experiences that customers respond to.


Listen to Steve's insights. Learn to grow and accelerate your business.


Learn more: http://bit.ly/ScienceofCX_Pappas

    2020: The Year our Music Stopped - Part 3 with Gary Witt of the Pabst Theater Group

    2020: The Year our Music Stopped - Part 3 with Gary Witt of the Pabst Theater Group

    In the 3rd and final part in this special series, Steve sits down with Gary Witt, the CEO of the Pabst Theater Group in Milwaukee Wisconsin. Steve and Gary, speak about how it has been to have shut down all of his venues for so long and how live entertainment goes so far beyond just entertainment for a city. It is the heart and soul of a city and greatly contributes to a city's financial economy.


    Gary's Bio:


    Arriving in Milwaukee via Chicago in 2002, Gary Witt is the CEO of the Pabst Theater Group, a multi-faceted entertainment organization whose activities include the booking, marketing and hosting of over 700 events per year in and around the city of Milwaukee in iconic, creative places of public assembly (The Pabst Theater, Riverside Theater, Turner Hall Ballroom, BackRoom and others) that help to build community, loyalty and reinforce identity and heritage for Milwaukee. 


    To learn more:


    (twitter): @Iamablur


    (web): https://pabsttheater.org/


    (linkedin):

    • 44 min
    How to Make Remote Working Work with Clare Price

    How to Make Remote Working Work with Clare Price

    As we are all aware by now, a huge amount of global workers are continuing to work their jobs from home. Thousands of workers that used to commute and work in a physical building are now hold up in their dining rooms, bedroom, dens and basements or garages, working hard to keep companies moving forward. We have a guest on today, Clare Price, that has been a WFH person most of her career and has taken all the things she has learned and written and great "how-to" book, called Making Remote Work.


    Please feel free to download her book from the link below, compliments of Science Of CX.


    Clare Price is CEO of Octain, a global strategic planning consultancy that helps small and mid-market companies grow to dominate their markets by Fueling the Speed of Business. Clare began working remotely in the 1980s as a tech reporter for InformationWeek magazine, and later as a research director for Gartner. Prior to launching CFP MediaGroup (now Octain), she was Vice President of Research for Demand Metric, a strategic marketing advisory service where she led the research analysis into cloud computing applications for marketing automation, social platforms, and several other products.


    Clare is an author of two books and an experienced speaker with clients like American Marketing Association, Vistage, and many others.


    Twitter: @clarestweets


    LinkedIn: Clare Price


    Free Book download: MAKE REMOTE WORK: A Resource Guide for Thriving in the Remote Economy


    Website: https://www.octaingrowth.com/

    • 35 min
    Breaking CX Barriers at an Integrated Software Suite with Emily Sloan Pace Ph.D.

    Breaking CX Barriers at an Integrated Software Suite with Emily Sloan Pace Ph.D.

    In this episode of ScienceOfCX Steve catches up with the ever busy Professor in Residence at ZOHO Corporation, Emily Sloan Pace Ph.D. Emily divulges some of the keys to CX Success in a software company as large and global as Zoho yet very customer-focused.

    • 29 min
    2020: The Year our Music Stopped - Part 2 (A Touring Musician, AJ Pappas)

    2020: The Year our Music Stopped - Part 2 (A Touring Musician, AJ Pappas)

    In, Part 2 of our Special Edition Series: 2020:The Year our Music Stopped, we get time to sit down with my cousin, AJ Pappas. AJ is a long-time veteran touring musician, having toured all over the world with Popa Chubby and now with Gary Hoey.


    I wanted to have an episode that touches on another aspect of what we have lost, our live music experiences, but from a musician's perspective.


    I think you will enjoy better understanding what the pandemic and 202 has meant to artists, bands and all of the great folks that make live music happen for us to enjoy.

    • 26 min
    The Changing Landscape in Healthcare Contact Centers with Gordon Schleffer

    The Changing Landscape in Healthcare Contact Centers with Gordon Schleffer

    In this episode of ScienceOfCX, I was sit down with Gordon Schleffer, VP of Customer Care at Magellan Health and chat about how healthcare is changing in 2020. We talk about everything from hiring, training, Work From Home, Employee Engagement and Experience to process, knowledge and technology.


    Listen in and join the conversation around healthcare's future.

    • 39 min
    2020: The Year Our Music Stopped - Part 1 (Tim Messina and Peter Ramsey)

    2020: The Year Our Music Stopped - Part 1 (Tim Messina and Peter Ramsey)

    In March of 2020, COVID-19 had escalated to National and Global Emergency Levels. Very few people are talking about how entertainment of all types stopped also, especially live music. According to NIVA, the National Independent Venue Association, there is a possibility that 80-90% of all Independent Music Venues might close for good.


    This could cause a real shift in our culture as to how we experience live music for the next few months and on into the future. As this podcast centers around experiences of customers, I thought it'd good to delve into the music world with the people that put on live music, promote it, supply all the equipment and of course play live music on stage for all of us to experience.


    In this 'special edition' podcast series, I was able to sit down with folks like Tim Messina, owner of Studio Labs and Events United to understand the effects from a production perspective and Peter Ramsey, President and CEO of the Palace Theater, a historical non-profit venue in Manchester, NH.


    Please listen in to what I would say was a very honest and hopeful account of the impact COVID-19 has had on Live Music and Entertainment and the possible changes to our Venue Landscape for our future.

    • 1h 7 min

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