36 episodes

"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting. It is hosted by TTEC's Jeff Marcoux and Elizabeth Glagowski, editor of the Customer Strategist Journal.

The CX Pod Jeff Marcoux

    • Business

"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting. It is hosted by TTEC's Jeff Marcoux and Elizabeth Glagowski, editor of the Customer Strategist Journal.

    Research: Balance Privacy With Personalization to Deliver Great Experiences

    Research: Balance Privacy With Personalization to Deliver Great Experiences

    Ryan Hollenbeck, Senior Vice President of Global Marketing at Verint Systems, shares results of new research showing how much information customers are willing to part with to get great experiences in return, as well brands can successfully strike the right balance between privacy and personalization.

    • 23 min
    Delivery Route Planning: A Hotbed for Innovation

    Delivery Route Planning: A Hotbed for Innovation

    How does the customer experience affect delivery routes? What are the low-hanging fruits of making deliveries and where can companies differentiate? George Shchegolev, co-founder and VP of operations at Route4Me, answers these questions and more as he shares what happens behind the scenes to make fast deliveries possible.

    • 11 min
    Customer trust starts with action

    Customer trust starts with action

    Everyone has that friend that clicks with them, someone who always knows what you need but still manages to surprise you in wonderful ways. According to author Jeff Fromm, those are the brands that are winning in today’s customer experience. His newest book, The Purpose Advantage, gets to the heart what is needed to meet what customers value most, connections.

    We had an opportunity to call him and chat about what it takes to understand today’s consumer mindset.

    • 17 min
    WebMD Customer Care: An Insider's View

    WebMD Customer Care: An Insider's View

    Whether it’s answering a simple question or tackling a technical problem, customer service representatives are at the front lines of meeting customer needs. Stephanie Finnell, a customer service representative at WebMD Health Services, sheds light on what it’s like to work in a role that’s quickly evolving in the era of the customer and the interactions that make her job rewarding.

    • 14 min
    Dow Jones: Great CX Means Balancing Technology With the Human Touch

    Dow Jones: Great CX Means Balancing Technology With the Human Touch

    Customer support is rarely the first thing that comes to mind when you think of Dow Jones, parent company to the Wall Street Journal, Barron’s, and Marketwatch. Yet it’s an important part of the news and publishing firm’s success. Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to deliver frictionless support to a global, tech-savvy audience and why the company is doubling down on contact center training and development in a digital-first era.

    • 17 min
    Barnes & Noble College: A Lesson on Staying Relevant

    Barnes & Noble College: A Lesson on Staying Relevant

    As Generation Z heads off to college, Lisa Malet, COO of Barnes & Noble College, shares lessons and insights on what works—and doesn’t work—when to comes to staying top-of-mind with today’s students. Lesson one: If you’re chasing purely digital interactions, you’re already behind the curve.

    Read more about Barnes & Noble College’s approach to Gen Z in the Fall 2019 issue of the Customer Strategist Journal.

    • 16 min

Top Podcasts In Business

Listeners Also Subscribed To