59 episodes

CXNext is a podcast dedicated to unlocking your full CX potential and rethinking how we engage customers. If you’re a leader in the industry looking to gain expert insight and catalyze action, this is the podcast for you. By fostering a growing community built around CX excellence, our goal is to redefine the future of engagement together.

Episodes will feature topics like: customer experience (CX), employee engagement, omni-channel engagement, AI self service, agent productivity and more.

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    • Marketing
    • 4.7, 13 Ratings

CXNext is a podcast dedicated to unlocking your full CX potential and rethinking how we engage customers. If you’re a leader in the industry looking to gain expert insight and catalyze action, this is the podcast for you. By fostering a growing community built around CX excellence, our goal is to redefine the future of engagement together.

Episodes will feature topics like: customer experience (CX), employee engagement, omni-channel engagement, AI self service, agent productivity and more.

    58. Putting the Customer at the Center of Everything You Do

    58. Putting the Customer at the Center of Everything You Do

    We say on our website who we want to be as an organization, but the reality is that like 16% of people believe what's on a website. Words are cheap. For decades, we've been putting marketing filler on a website, but then we don't deliver on our brand promise. 
    On this episode of CXNext, I interview Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In the final part of a three-part conversation, we discussed what putting the customer at the center of everything we do really requires.
    What we talked about:
    It's a lot more challenging to create a customer-centered culture than it is to talk about one How do we refine ourselves, learn from other industries, and improve on what we know about customer-centric culture? … And how do we deliver a personal touch at scale?  
    Resource mentioned in this episode:
    Primed to Perform by Lindsay McGregor and Neel Doshi
    Fusion by Denise Lee Yohn

    • 15 min
    57. Shifting from Moment-in-Time Metrics to Real-Time Analytics

    57. Shifting from Moment-in-Time Metrics to Real-Time Analytics

    On this episode of CXNext, I continue my interview with Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In this second part of our three-part conversation, we discussed a shift in metrics from moment-in-time metrics to more real-time analytics, and how can you better drive your organization forward.


    What we talked about:
    Why things like health engagement scores and C-SAT are better ways to look at how you measure success in the world of customer experience How to transition from focusing on operational cost management into customer value, customer relationship, and customer centric data What works when tying contact centers into lifetime value How to build metrics to tell your brand's story in a constructive way ...And what changes you can make to create productive dialogue between agent and customer.

    • 19 min
    56. From Contact Center to CX Officer: Leadership for Customer Experience

    56. From Contact Center to CX Officer: Leadership for Customer Experience

    Make room for these three trends in the rest of 2020: contact center leaders becoming CX leaders, the shift from moment-in-time to real-time analytics, and putting the customer at the center of everything we do. 
    On this episode of CXNext, I interview Nate Brown, chief experience officer at Officium Labs and co-founder of CX Accelerator. In the first part of a three-part conversation, we discussed how CX leaders are coming from the world of the contact center, what makes a good leader, the skills you'll need, and how Nate took this journey himself.
    What we talked about:
    What makes a good contact center leader and a good CX leader Why rebranding a contact center as a CX center isn't enough to do great CX The stages of moving from a contact center leader to a CX leader ...and why you should lead CX change more like Gandalf on Mount Doom than like Moses on Mount Sinai.

    • 19 min
    55. How to Do Data-Driven, Analytical Management in the Digital World

    55. How to Do Data-Driven, Analytical Management in the Digital World

    Customers are leaving brick-and-mortar stores to shop online in droves now, thanks to COVID-19. Consequently, e-commerce retailers are looking for the next wave of innovation.
    In that context, how do we address the challenges of e-commerce and e-commerce management?
    On this episode of CXNext, I interview Keith Anderson, senior vice president of strategy & insights for Profitero, where he leads the product strategy and global analyst team. We discussed how we can start to manage people, technology, and processes using a more analytical, data-driven approach in e-commerce.

    • 24 min
    54. Crushing Remote Work During COVID-19 and Beyond

    54. Crushing Remote Work During COVID-19 and Beyond

    Remote work is hard. You try to stay productive and engaged. You try to keep your team productive and engaged. But it's not easy, especially if everyone feels comfortable with an office routine.
    What can start ups or smaller companies teach us about remote work? How can you still be productive but also be flexible?
    On this episode of CXNext, I interview Adrian Brady-Cesana, who holds more than 15 years of experience in customer experience and service, sales, and operations management and consulting and who now serves as senior manager of customer experience at ACV Auctions. We discussed how leaders and companies can deal with a whole new way of doing work.
    What we talked about:
    What scrappy bootstrapped startups can teach everyone about shifting to remote work Best practices for remote people management How to change your customer's perspective and engage with them differently ...and how to come out of COVID-19 leaner, meaner, and way more efficient.  
    This discussion with Adrian Brady-Cesana was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here.
    If you don’t use Apple Podcasts, you can find every episode here.

    • 28 min
    53. Creating Better Customer Advocacy Programs

    53. Creating Better Customer Advocacy Programs

    How do you engage your customers?
    Customer advocacy has gotten to be a corporate buzzword like CX or content marketing. But there's a lot to building a customer advocacy program. How do you approach your customers? How do you engage with them? How do you build a durable relationship?
    Basically, how do you build customers so loyal that they are excited to talk about your brand?
    Jenny Dempsey, the customer experience manager for NumberBarn and the head of customer experience for FruitStand.com, joined the podcast to help answer those questions. We discussed how companies of all sizes can build a strong customer advocacy program.
    What we talked about:
    The hurdles companies and brands face when approaching advocacy Communicating with customers and centering them across all departments What companies are doing to be more successful with customer advocacy ...and how to celebrate your customer. This discussion with Jenny Dempsey was taken from our show CXNext. If you want to hear more AI episodes like this one, check us out on Apple Podcasts here.
    If you don’t use Apple Podcasts, you can find every episode here.

    • 21 min

Customer Reviews

4.7 out of 5
13 Ratings

13 Ratings

Steve Franks ,

This is not very accurate.

I’ve worked in the AI industry for 25 years and the few episodes I heard were completely misleading

James Carbary ,

Excited

So excited to see this show come to life! For anyone looking to keep up with the implications of AI in today’s business environment, they’re going to want to hear this content.

ALG_PMM ,

Artificial Intelligence for Customer Service

Cutsomer service and support is one of the top "real life" use cases for AI, so it's great to see a podcast dedicated to this topic. I love all the insights from people who approach AI chatbots from different angles. Hearing stories from others' actual implementations helps us figure out how our business is going to get started with AI. Keep 'em coming!

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