463 episodes

Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.

Crack the Customer Code C-Suite Radio

    • Business

Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.

    458: Bourbon Summit, Season Finale

    458: Bourbon Summit, Season Finale

    In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this season has witnessed. Moreover, they talk about all the bumper stickers of the season, including their own, the ones they've saved for this very episode. And yes, bourbon will be consumed, so pour yourself a glass and tune in!
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    • 23 min
    457: Tom Karinshak, Navigating Change at Comcast

    457: Tom Karinshak, Navigating Change at Comcast

    2020 has been a hectic year for everyone, but some companies have managed to come out on top thanks to great strategies, care for their customers, and top-notch leadership. Tom Karinshak and Comcast, have managed to do just that in several ways, and he shares all about that and how you can lead your company to a better customer experience.
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    • 25 min
    456: Ovetta Sampson, Empowerment Through Design

    456: Ovetta Sampson, Empowerment Through Design

    AI is everywhere, and it influences every life in one way or another, yet people rarely understand it. But Ovetta Sampson has a lot of interesting advice to give leaders who are not yet familiar enough with AI and data. If you want to learn more, you’ll have to listen to this data-driven episode of Crack the Customer Code. The insights you’ll gain afterward are more than worth the time spent listening!
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    • 29 min
    455: Riaz Raihan, Improving CX with AI

    455: Riaz Raihan, Improving CX with AI

    AI is beneficial to some, but a complete mystery to most. It’s a problem that should be remedied as AI can be incredibly helpful to a lot of companies, as long as they implement it correctly. Riaz Raihan and his company Alida know that well, so he is here to talk about how to use it in customer experience, how to deal with the problems that that many experience with AI, and so much more. 
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    • 27 min
    454: The War Between Efficiency and Experience

    454: The War Between Efficiency and Experience

    The tension between customer service and efficiency creates many problems, and you'll hear about some interesting examples in this episode. What's more, Jeannie and Adam will discuss the possible solutions, so tune in if this age-old problem has been bothering you as well, so you can finally get rid of it.
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    • 13 min
    453: Chip Bell, Your Customer's Imagination

    453: Chip Bell, Your Customer's Imagination

    Chip looks at customer experience differently than many do today. He is interested in the human stories and the service customers truly want to see, even if they don't ask for it. If you want to learn more about this compelling way of improving customer experience, and get a lot of practical advice, tune in, as this is not an episode you want to miss!

    In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize.
    In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility.
    Get the free report from our sponsor Alida just for our listeners here: https://www.alida.com/ctcc
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    • 25 min

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