216 episodes

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: www.scienceofcx.com

Science of CX Stephen Pappas

    • Business
    • 5.0 • 351 Ratings

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: www.scienceofcx.com

    Solo Success: Mastering Content Creation with Tina Lopez

    Solo Success: Mastering Content Creation with Tina Lopez

    Tina Lopez is a seasoned solopreneur and digital content creator known for her innovative approach to building successful online businesses. 


    With a background in coaching and a passion for helping others achieve their entrepreneurial dreams, Tina has become a trusted voice in the digital marketing space.


    Throughout her career, Tina has honed her expertise in collaboration strategies and email marketing, developing a simple yet highly effective sales system that has enabled her to scale her businesses rapidly. 


    She emphasizes the importance of aligning business goals with personal values and lifestyle preferences, advocating for a holistic approach to entrepreneurship that prioritizes balance and sustainability.


    As the creator of the Daily Content Generator, Tina has revolutionized content creation processes, empowering entrepreneurs to automate their content workflows and maximize their online presence across multiple platforms.


    In addition to her entrepreneurial endeavors, Tina is a passionate advocate for community building and knowledge sharing. She actively engages with online communities, including Letter Growth, Facebook groups, and Reddit groups, to foster collaboration opportunities and exchange valuable insights with like-minded professionals.


    Through her podcast appearances, speaking engagements, and educational resources, Tina continues to inspire and empower aspiring solopreneurs to pursue their passions, achieve their goals, and create thriving online businesses that align with their values and lifestyle aspirations.






    Key Takeaways


    1. Simplified Sales System: Tina Lopez emphasizes the effectiveness of a simplified sales system focused on collaborations and email marketing, highlighting the importance of storytelling and engaging content in driving sales.


    2. Community Engagement: Leveraging online communities such as Letter Growth, Facebook groups, and Reddit groups can be highly beneficial for finding collaboration opportunities and building a network of like-minded professionals.


    3. Automation and Systems: Implementing automation tools and systems can significantly streamline content creation processes. 


    4. Alignment with Lifestyle Goals: Prioritizing lifestyle preferences and personal values when setting business goals is essential for achieving sustainable success as a solopreneur. 






    Timestamps


    [00:13:49] Tina Lopez discusses the importance of collaborations and email marketing in creating a simplified sales system, emphasizing the value of storytelling and engaging content.


    [00:20:15] Planning goals in advance, leveraging discounts during holiday seasons, and front-loading goals in the first quarter are strategies Tina recommends for effective goal setting and achievement.


    [00:22:24] Tina introduces the Daily Content Generator, an automation tool for repurposing content across various platforms, emphasizing the importance of leveraging systems to save time and prevent burnout.


    [00:25:36] While discussing content creation, Tina emphasizes the importance of building an email list as the primary revenue-generating tool and shares strategies for converting content consumers into email subscribers.


    [00:29:19] Tina provides insights into validating business ideas, including identifying pain points, polling potential customers for pricing preferences, and pre-selling products to gauge interest and generate revenue.






    Quotes


    1. "Leverage systems to streamline tasks and free up time for what truly matters." - Tina Lopez


    2. "Build a business that aligns with your lifestyle non-negotiables." - Tina Lopez


    3. "Set ambitious goals to drive your success." - Tina Lopez


    4. "Focus on growing your email list to drive revenue." - Tina Lopez






    Connect with Tina


    Blog - https://lifewithtina.medium.com/ 


    Twitter: https://twitter.com/lessonswithtina 


    Instagram: https://instagram.com/tinalopezcoaching 

    • 32 min
    Sara Caldwell: Customer Insights - The Roadmap to Resonant Solutions

    Sara Caldwell: Customer Insights - The Roadmap to Resonant Solutions

    Sara Caldwell is the Global Head of Customer Success and Experience at Dovetail, where she brings a wealth of experience in customer service, gleaned from her tenure at Asana, Reforge, and Neverwhere. 


    With a passion for nurturing young talent, Sara volunteers at universities and Breakthrough Consortium, empowering underrepresented students on their journey to college. 


    An advocate for female representation, Sara often speaks at events about women in tech and customer service, highlighting how women can amplify the customer's voice and ensure a delightful user experience tailored to diverse business needs. 


    With her diverse background and multifaceted approach, Sara champions the importance of customer-centricity, aiming to bridge the gap between customer insights and product development. 


    Through her work, she strives to enhance the quality of every interaction and decision, fostering business growth and customer satisfaction.






    Key Takeaways


    1. Customer-Centricity is Key: Sara emphasizes the importance of understanding the customer's perspective at every touchpoint in the business, from initial interaction to retention, to drive business success.


    2. Democratization of Research: There's a shift towards involving everyone in the organization in customer research, blurring the lines between formal research teams and informal customer conversations, leading to a more collaborative approach to understanding customer needs.


    3. Early Integration of Research in Decision-Making: Incorporating customer research early in the product development process helps avoid costly mistakes. 


    4. Centralized Data for Informed Decision-Making: Utilizing tools like Dovetail enables companies to consolidate customer data into a centralized repository, facilitating data-driven decision-making and streamlining research processes for more efficient outcomes.


    5. Continuous Learning and Adaptation: Building a culture of continuous learning and adaptation based on customer feedback is crucial for staying agile and responsive to evolving customer needs. 






    Timestamps


    [00:06:12] Sara shares insights on the shifting landscape of customer research, emphasizing the democratization of research processes and the importance of involving all stakeholders in understanding customer needs.


    [00:12:45] The early integration of customer research in product development, highlighting its role in mitigating risks down the line. 


    [00:18:20] Sara discusses the significance of centralized data platforms like Dovetail in streamlining research processes and enabling data-driven decision-making across organizations.


    [00:25:03] The conversation concludes with Sara underscoring the importance of fostering a culture of continuous learning and adaptation based on customer feedback to drive business growth and enhance customer satisfaction.






    Quotes


    1. "Customer research is about fostering empathy and understanding to drive meaningful business outcomes."


    2. "Early incorporation of customer feedback guides you towards creating resonant solutions."


    3. "Embrace diverse perspectives within your organization for innovative customer insights."


    4. "Continuous learning from customer feedback is crucial for sustainable business growth."






    Connect with Sara


    LinkedIn - https://www.linkedin.com/in/saramcaldwell/ 


    Website - https://dovetail.com/ 


    X - https://twitter.com/hidovetail/ 

    • 32 min
    Unlocking Customer Truth: The Roadmap to Revenue with Kristin Zhivago

    Unlocking Customer Truth: The Roadmap to Revenue with Kristin Zhivago

    Kristin Zhivago is a seasoned business consultant, author, and thought leader specializing in customer-centric marketing strategies and revenue growth.  


    Kristin is best known for her expertise in understanding and mapping the customer's buying process, helping businesses align their sales and service strategies with the evolving needs and expectations of their customers. 


    She is the author of the acclaimed book "Roadmap to Revenue: How to Sell the Way Your Customers Want to Buy," which provides actionable insights and practical guidance for businesses aiming to improve their sales processes and maximize revenue.


    Throughout her career, Kristin has worked with companies of all sizes, from startups to Fortune 500 corporations, across various industries. Her approach emphasizes the importance of authentic customer engagement, transparency, and continuous improvement to deliver exceptional customer experiences and drive long-term success.


    In addition to her consulting work and writing, Kristin is a sought-after speaker and podcast guest, sharing her expertise and insights on customer-centric marketing, sales optimization, and revenue growth strategies. 


    She is dedicated to helping businesses thrive in today's competitive landscape by putting the customer at the center of their operations and decision-making.






    Key Takeaways


    1. Customer-Centric Approach: Emphasizing the importance of understanding and aligning with the customer's needs and preferences throughout the buying process.


    2. Sales Training Transformation: Highlighting the need for sales training that prioritizes active listening and addressing specific customer questions rather than rigidly following a scripted sales pitch.


    3. Empowering Customer Service: Recognizing the value of empowering customer service teams to focus on satisfying customer needs rather than solely on making sales, leading to increased customer satisfaction and revenue growth.


    4. Continuous Improvement: Advocating for a culture of continuous improvement, where businesses regularly assess and adapt their strategies to better meet customer expectations and drive long-term success.






    Timestamps


    [00:17:46] The challenges salespeople face when they prioritize selling over listening to customer needs, highlighting the impact of readily available information on customer behavior.


    [00:23:12] The pitfalls of outsourcing and the importance of maintaining quality and cultural understanding, illustrated by an example of offshore content creation leading to subpar results due to cultural differences.


    [00:25:44] The prevalence of meaningless marketing content and the need for authenticity and relevance in customer communications, emphasizing the importance of addressing customer needs rather than relying on generic messaging.


    [00:28:59] Levels of scrutiny applied to purchasing decisions and the necessity for businesses to anticipate and address customer questions at each stage of the buying process.


    [00:33:39] The importance of gathering the customer's truth through open and objective conversations to inform business strategies and ensure alignment with customer needs, advocating for a customer-centric approach to drive success.






    Quotes


    1. "Your customers are eager to tell you their truth, and talking to just 5 to 7 of them reveals clear patterns." 


    2. "We're not selling to make friends; we're just trying to get something in our hands that will work." 


    3. "You don't have to hire me; I wrote the book so people could do it themselves."






    Connect with Kristin


    LinkedIn - https://www.linkedin.com/in/kristinzhivago/ 


    Website - https://www.zhivagopartners.com/ 


    X - https://twitter.com/KristinZhivago 

    • 38 min
    Navigating Knowledge Transfer with Greg DeVore

    Navigating Knowledge Transfer with Greg DeVore

    Greg DeVore is a seasoned expert in the field of knowledge transfer and customer experience. As the co-founder of ScreenSteps, a company dedicated to revolutionizing the way organizations share knowledge, Greg brings a wealth of experience and insights to the table.


    With a background deeply rooted in understanding the intricacies of contact centers and customer support, Greg has played a pivotal role in developing the "Find and Follow" methodology. 


    This innovative approach focuses on systematizing processes and leveraging AI to bridge the gap between knowledge acquisition and application, particularly in the onboarding and launch processes.


    Passionate about the intersection of AI and knowledge management, Greg emphasizes the importance of a single source of truth for AI systems to be effective. 


    He sheds light on how AI, when supported by a robust knowledge base, can significantly enhance operational efficiency, especially in contact centers.


    As a thought leader in the industry, Greg DeVore regularly shares his insights on LinkedIn, providing anecdotes, stories, and concepts around the "Find and Follow" framework and the broader landscape of knowledge transfer.


    Connect with Greg DeVore on LinkedIn to stay updated on his latest thoughts and contributions to the evolving field of knowledge management and customer experience.






    Key Takeaways


    1. Knowledge Transfer Revolution: Greg DeVore discusses the transformative impact of the "Find and Follow" methodology, emphasizing the need to systematize processes and leverage AI in knowledge transfer.  


    2. AI's Role in Knowledge Management:  Greg highlights the significance of having a single source of truth for AI systems to function effectively. While AI chatbots have the potential to excel, their success is heavily dependent on the quality and clarity of the underlying knowledge.


    3. Behavior and Culture in Knowledge Ops:  Greg introduces the Knowledge Ops Maturity Model, encouraging organizations to assess their knowledge transfer efficiency based on behavior and culture rather than just technology.  






    Timestamps


    [00:01:39] Steve Pappas officially welcomes Greg DeVore to the show, initiating the conversation about the challenges and solutions in knowledge transfer within organizations.


    [00:20:07] Greg DeVore discusses the excitement around systematizing processes and the valuable role of AI in translating knowledge dumps into actionable insights during the onboarding and launch processes.


    [00:23:52] The discussion delves into the role of AI in the contact center, addressing misconceptions and highlighting the importance of a single source of truth for effective AI assistance.


    [00:28:07] Greg suggests two practical homework assignments: a self-assessment of an organization's use of tribal knowledge and the adoption of the knowledge ops maturity model, and building an onboarding program through "find and follow" workshops.


    [00:31:13] The podcast concludes with Steve Pappas thanking Greg DeVore for sharing insights on knowledge transfer, and a brief mention of CX Stash, a directory of customer experience-related technology.






    Quotes


    1. "AI is valuable in translating knowledge dumps into actual knowledge, significantly speeding up the onboarding launch process."  


    2. "Success in a contact center is when the CEO can use the knowledge system, and getting agents to the point where they feel confident handling calls solo is key."  


    3. "AI works well with a single source of truth, but its effectiveness depends on capturing the actual questions and nuances, feeding only what it's been given."  






    Connect with Greg


    LinkedIn - https://www.linkedin.com/in/gregdevore 


    Website - https://www.screensteps.com/ 


    X - https://twitter.com/gdevore?lang=en 

    • 31 min
    CX Catalyst: Turning Agreement into Action with Megan Burns

    CX Catalyst: Turning Agreement into Action with Megan Burns

    Megan Burns is a seasoned expert in the field of Customer Experience and the Founder of Experience Enterprises. 


    With a background as a software engineer, Megan brings a unique perspective to CX, focusing on the intersection of technology, human behavior, and business strategy. Her expertise lies in helping organizations navigate the complexities of customer-centric transformations.


    During her tenure at Forrester, Megan led a dynamic team and served as an influential CX analyst. Her work extended beyond traditional consulting, delving into the psychology of pricing and the intricate aspects of customer satisfaction. She has a keen understanding of the challenges companies face when implementing CX initiatives and is known for her insights into activating organizations around CX.


    Megan is the creator of the CX Frontiers Book Club, where she explores innovative concepts such as being a "catalyst" for CX success. 


    Recognized for her thought leadership, she frequently shares her knowledge through speaking engagements and workshops, focusing on practical strategies to overcome activation challenges in the world of CX.


    With a passion for helping organizations move beyond mere buy-in to active participation in CX initiatives, Megan Burns continues to make significant contributions to the field, inspiring change and fostering a deeper understanding of the human elements within customer experiences. 






    Key Takeaways


    1. Understanding the Multifaceted Nature of Customer Experience: The need to view customer experience as a multifaceted discipline that extends beyond mere transactions. 


    2. Choosing the Right Approach to CX Initiatives: Megan provides insights into the various approaches companies can take when embarking on CX initiatives. 


    3. Navigating the Activation Challenge in CX: Megan defines activation as the hurdle of getting individuals within an organization to take tangible actions based on their acknowledgment of the importance of CX. Techniques such as engineering epiphanies, facilitating first steps, and providing social proof are discussed as strategies to overcome the activation challenge.


    4. Becoming a Catalyst for CX Success: The emphasis is on subtle yet impactful methods like engineering epiphanies, facilitating initial steps, and offering social proof to drive meaningful CX transformations.






    Timestamps


    [00:02:15] Megan Burns introduces the nuanced nature of customer experience, emphasizing the psychological aspects of pricing and the value of time in the overall cost calculation.


    [00:10:45] Exploring the challenges organizations face when selecting consultants for CX initiatives.  The importance of distinguishing between consultancies that "do it for you" versus those that "do it with you."


    [00:19:30] Megan delves into the activation challenge in CX, highlighting the difficulty of moving individuals within organizations from acknowledging the importance of CX to taking tangible actions.  


    [00:27:15] Discussing the intricacies of working with technology, governance, standards, and feedback mechanisms in CX initiatives. 


    [00:37:45] Megan discusses behind-the-scenes strategies for creating opportunities and exposing individuals to CX initiatives without imposing them, fostering a smoother organizational transition.






    Quotes


    1. "Activation is the challenge of turning the unanimous agreement on the importance of Customer Experience into meaningful action."


    2. "Successful CX leaders are catalysts, reorienting things to make the reaction toward customer-centricity go faster."


    3. "Facilitating first steps is crucial; sometimes you have to guide people in doing customer-centric actions the first time."


    4. "Social proof is powerful; people are more willing to embrace change if they see others, especially influential figures, are doing it too."


    Connect with Megan


    LinkedIn - https://www.linkedin.com/in/meganburns/ 


    Website - https://megan-burns.com/ 


    X - https

    • 45 min
    Friction to Fiction: Crafting a Seamless Employee Experience with Christophe Martel

    Friction to Fiction: Crafting a Seamless Employee Experience with Christophe Martel

    Christophe Martel is a recognized thought leader and expert in the field of employee and customer experience. 


    With a keen focus on understanding and mitigating the impact of "work friction," Christophe has dedicated his career to helping organizations enhance their operations and create environments that foster employee satisfaction and engagement.


    As the co-founder of Fount, a platform designed to uncover and address work friction, Christophe leverages his deep knowledge and expertise to provide data-driven insights into the complex relationships between employees, processes, and technology.


    With a commitment to bridging the gap between leadership perceptions and employee experiences, Christophe engages with organizations to bring clarity and tangible solutions to the forefront. 


    Christophe is a sought-after speaker, sharing his expertise on work friction, employee engagement, and customer experience at conferences and industry events. 


    He invites leaders to recognize the complexity of the employee experience, encouraging a shift in mindset from merely training and motivating employees to actively improving the work environment.






    Key Takeaways


    1. Work Friction is a Critical Issue: Christophe Martel highlights the pervasive issue of work friction, emphasizing its significant impact on both employee and customer experiences. He describes work friction as the invisible headwind that employees often face, leading to frustration, disengagement, and, ultimately, negative consequences for customer interactions. 


    2. Employee Experience is a Shared Responsibility: Martel argues that work friction spans across various departments, including operations, finance, and leadership. All levels of the organization, from senior leaders to individual team members, play a role in creating an environment that minimizes work friction and promotes employee satisfaction.


    3. Data-Driven Approach to Work Friction:The importance of adopting a data-driven approach to identify and address work friction effectively. This approach allows organizations to prioritize efforts, focus on the most impactful areas, and collaboratively work towards resolving issues to improve both employee and customer experiences.


    4. Leadership Awareness and Collaboration are Key: Christophe underscores the critical need for leaders to be aware of the work friction their employees face and to bridge the gap between leadership perceptions and employee experiences.










    Timestamps


    [00:17:33] Christophe Martel explains the concept of work friction and its varying impact on different generations. 


    [00:18:10] Discussing the challenges faced by employees when companies fail to provide the necessary tools for their job.


    [00:20:52] Exploring the consequences of work friction on customer experience.


    [00:27:05] How Fount's platform collects data to prioritize moments and touchpoints that cause the most friction for employees.


    [00:32:34] Delving into the challenges faced by senior leaders in understanding and addressing work friction.


    [00:37:41] an exercise for organizations to uncover the disparity between leaders' perceptions and employees' experiences regarding work friction. 






    Quotes


    1. "Encourage employee feedback as there's no survey fatigue when improvements are visible."


    2. "Collaboratively address touchpoints causing breakdowns in the employee experience."


    3. "Shift leadership focus from fixing employees to enhancing the work environment."


    4. "Assess the disparity between leaders' beliefs and employees' experiences for effective problem resolution."






    Connect with Christophe


    LinkedIn - https://www.linkedin.com/in/cxpmartel/ 


    Website - https://getfount.com/

    • 43 min

Customer Reviews

5.0 out of 5
351 Ratings

351 Ratings

Dan Balcauski ,

Excellent!

Steve is an excellent interviewer who gets valuable information/key points while still keeping things conversational. Each episode's filled with real insights and actionable advice. Highly recommend that you subscribe and listen to this show!

oliviabaker13 ,

A feed-favorite!

Steve is one of the best podcast hosts in the game! The conversations he leads are incredible engaging, as well as informative and inspiring. Go ahead and give Science of CX a follow, it will quickly become a favorite in your feed!

howardtnyc ,

Straightforward and highly informative

Learned a lot about customer experience. The guests provide fantastic insight and deep probing into customer experience. I learn a lot from each episode. Steve's way of driving conversations with guests is second to none.

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