20 episodes

The media resource dedicated to conversational experiences.

Conversation 🇺�‪�‬ Conversation 🇺🇸

    • Business

The media resource dedicated to conversational experiences.

    Conversation CX with Steve Belgraver - Creating an effective B2B customer experience program

    Conversation CX with Steve Belgraver - Creating an effective B2B customer experience program

    On this episode of Conversation: CX, Steve Belgraver, the founder and ambassador of the European Customer Experience Organization, shares his tips and best practices for ensuring successful client service delivery. 



    Watch the interview for valuable insights:



    - Explore what makes the B2B customer journey and client delivery unique

    - Learn the main KPIs to consider when assessing the success of your customer service program

    - Discover Steve's cross-functional approach to client delivery, and why it matters at enterprise scale

    About Steve Belgraver :

    Steve has 20 years experience in Service Management leadership, having worked for major Telecom and Solutions providers such as Vodafone and GTT, where he introduced Customer Journey mapping, and is a founder and ambassador of the European Customer Experience Organization. 



    ▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬

    Tabitha Dunn, Ericsson: https://conversation.iadvize.com/en/tabitha-dunn-ericsson

    Sandra Thompson, The Ei Evolution :

    https://conversation.iadvize.com/en/sandra-thompson-the-ei-evolution

    Jeff Sheehan, JS Consulting: https://conversation.iadvize.com/en/jeff-sheehan-cx-js-consulting

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    • 25 min
    #18 Tabitha Dunn: A CX leader's first year: milestones for a successful transformation roadmap

    #18 Tabitha Dunn: A CX leader's first year: milestones for a successful transformation roadmap

    On this episode of Conversation: CX, Tabitha Dunn, Chief Customer Officer at Ericsson, dives into a big topic for Customer Experience

    leaders around the world: the CX transformation roadmap, emphasizing the importance of the first year. 



    Watch this insightful interview to: 



    - Explore how to identify the CX gaps, and prioritize them.

    - Learn how to tie Customer Experience improvements to what matters to other leaders within your organization.

    - Find out how to build the case for change in your company and within your teams.

     

    About Tabitha Dunn:



    Tabitha Dunn is the Chief Customer Officer at Ericsson, the Swedish multinational networking and telecommunications company and leading provider of 5G network equipment in the US. Tabitha has over 20 years of experience in CX. She successfully built five global customer experience functions from the ground up.



    More info:

    Tabitha Dunn on LinkedIn



    ▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬

    Sandra Thompson, The Ei Evolution : 

    https://conversation.iadvize.com/en/sandra-thompson-the-ei-evolution 



    Jörg Heinemann, Otto:

    https://conversation.iadvize.com/en/joerg-heinemann-otto

    Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
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    Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ

    Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221

    YouTube: www.youtube.com/c/Iadvize-com

    Follow us 👉

    LinkedIn: www.linkedin.com/company/iadvize

    Instagram: @iadvize

    Twitter: @iadvize

    • 24 min
    #17 Sandra Thompson: Unleashing the power of Emotional Intelligence to enhance CX

    #17 Sandra Thompson: Unleashing the power of Emotional Intelligence to enhance CX

    On this episode of Conversation: CX, Sandra Thompson,  Founder of The EI Evolution, shares her insight into the key role of Emotional Intelligence to enhance the customer experience :

    How to differentiate Emotional Intelligence (EI) and empathy
    How to develop emotional intelligence skills 
    How can we reconcile between AI and EI in order to enhance the customer experience
    About Sandra Thompson : 

    Sandra Thompson is the first Goleman Emotional Intelligence Coach in the UK. She started out as a Customer Experience consultant in 2010 when she founded Exceed all Expectations, a management consultancy focusing on improving customer and employee experience. 

    More info: 

    Sandra Thompson on LinkedIn

    ▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬

    Jeff Sheehan, CX Advisor : 

    https://conversation.iadvize.com/en/jeff-sheehan-cx-js-consulting

    Jörg Heinemann, Otto:

    https://conversation.iadvize.com/en/joerg-heinemann-otto 



    Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada

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    Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ

    Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221

    YouTube: www.youtube.com/c/Iadvize-com

    Follow us 👉

    LinkedIn: www.linkedin.com/company/iadvize

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    Twitter: @iadvize

    • 24 min
    #16 Jeff Sheehan: Bridging theory and practice when implementing a CX strategy

    #16 Jeff Sheehan: Bridging theory and practice when implementing a CX strategy

    On this episode of Conversation: CX, Jeff Sheehan,  CX author of Customer Experience Management Field Manual and Principal CX Advisor at JS Consulting, shares his insight into building a high-functioning CX program while combining both theory and practice and the use of data:



    - When designing your own customer experience program, what priorities should your business focus on
    - How CX can be connected to business value in concrete ways
    - How do you turn customer insights into real improvements



    About Jeff : 



    Jeff Sheehan is a CX practitioner, author, and active member of the global CX community. He has been serving clients for over 25 years, with extensive experience in customer strategy and digital transformation management. Jeff is also the author of a CX Management Field Manual published in 2021 (Boston Business Books)

     

    More info:

    Jeff Sheehan’s LinkedIn profile

    Jeff Sheehan's Book 




    ▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬

    Jörg Heinemann, Otto:

    https://conversation.iadvize.com/en/joerg-heinemann-otto

    Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada

    Alex Genov, Zappos: https://conversation.iadvize.com/en/alex-genov-zappos

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    Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ

    Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221

    YouTube: www.youtube.com/c/Iadvize-com

    Follow us 👉
    LinkedIn: www.linkedin.com/company/iadvize
    Instagram: @iadvize
    Twitter: @iadvize

    • 23 min
    #15 Jörg Heinemann, Otto: Innovating For Today’s Consumer

    #15 Jörg Heinemann, Otto: Innovating For Today’s Consumer

    On this episode of Conversation: CX, Jörg Heinemann, Principal Innovation & Digitalization at Otto, shares his insight into innovating the digital customer experience and delivering smarter experiences across the customer journey: 

    How using the full potential of omnichannel journeys is the future for CX and can optimize the customer experience 
    How Live shopping is unavoidable if you want to excel in eCommerce since Jörg considerate it as “the bridge” for eCommerce and retail
    The key role of messaging when it comes to conversational commerce


    About Otto : 

          Founded in 1949  and based in Germany, Otto is one of EU most successful ecommerce companies, and operates in more than twenty countries. Otto is primarily a retail e-commerce company, and as a shareholder, it also operates in e-commerce services.

     

    ▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬



    Marie-Helene Cuisson, Lowe’s Canada: conversation.iadvize.com/en/marie-helene-cusson-lowes-canada



    Alex Genov, Zappos: conversation.iadvize.com/en/alex-genov-zappos



    Howard Tiersky, CEO From: conversation.iadvize.com/en/howard-tiersky-from



    ▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬



    Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ



    Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221



    YouTube: www.youtube.com/c/Iadvize-com

    Follow us 👉

    LinkedIn: www.linkedin.com/company/iadvize

    Instagram: @iadvize

    Twitter: @iadvize

    • 29 min
    #14 Marie-Helene Cusson, Lowe’s Canada: Owning Business and Customer Intelligence to Drive Conversions

    #14 Marie-Helene Cusson, Lowe’s Canada: Owning Business and Customer Intelligence to Drive Conversions

    In this episode of Conversation CX, Marie-Helene Cusson, Brand Marketing Director at Lowe's Canada, explains how to turn customer and business data into actionable insights that increase sales and customer satisfaction. 



    Listen to the interview to:

    Identify the mistakes to avoid when it comes to business and customer intelligence
    Learn how data can help you deliver the right marketing messages
    Leverage all of this data to improve online and in-store customer experience


    About Lowe’s Canada:

    Based in Boucherville, Quebec, Lowe’s Canadian business, together with its wholly owned subsidiary RONA inc., operates or services over 450 corporate and independent affiliate dealer stores under different banners, which include Lowe’s, RONA, Reno-Depot, and Dick’s Lumber. 

    Find more episodes to elevate your digital experience on conversation.iadvize.com



    ▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬



    Alex Genov, Zappos: conversation.iadvize.com/en/alex-genov-zappos



    Howard Tiersky, CEO From: conversation.iadvize.com/en/howard-tiersky-from



    How To: Live Shopping: conversation.iadvize.com/en/how-to-live-shopping



    ▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬



    Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ

    Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221

    YouTube: www.youtube.com/c/Iadvize-com



    Follow us:

    LinkedIn: www.linkedin.com/company/iadvize

    Instagram: @iadvize

    Twitter: @iadvize

    • 14 min

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