55 episodes

"This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in our hope to make the world a little more customer-centric.

This Is CX Paul Hagen, Mike Manfredo

    • Business

"This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in our hope to make the world a little more customer-centric.

    Gazing into the CX Crystal Ball for 2020 Trends

    Gazing into the CX Crystal Ball for 2020 Trends

    In this episode, Paul and Mike bring out their CX crystal ball to talk about three key accelerating trends for CX in 2020: 1) How the intersection of Customer Success and Customer Experience is gaining steam, 2) How the need for organization-wide data will drive an increased focus on customer data management, and 3) How traditional CRM capabilities will evolve to provide more personalized experiences for customers.

    Additionally, they talk about their "wishes" for CX in 2020, including:
    1) Building financial literacy to articulate the value of CX,
    2) Mainstream adoption of journey-based operating models in organizations
    3) Businesses fully adopting more human-centered and purpose-driven outcomes as the 2019 "Business Roundtable" articulate (creating value for customer, community and employee, not just shareholders)
    4) CX leaders driving the upfront elements of digital transformation

    • 22 min
    Revisiting Our 2019 CX Trends Predictions

    Revisiting Our 2019 CX Trends Predictions

    In this episode, Paul and Mike revisit their 2019 CX trend predictions from the beginning of the year and see if and how the industry has moved forward in 2019. Additionally, they share a couple of key takeaways, including how emotion and longer-term (and broader) value were beginning to show public prominence from business leaders.

    • 17 min
    5 Strategies for Demonstrating the ROI of Customer Experience

    5 Strategies for Demonstrating the ROI of Customer Experience

    In this episode, Paul and Mike discuss the outcomes of West Monroe's most recent Customer Experience research study, understanding the success and challenges organizations have quantifying the ROI of Customer Experience, and five key strategies that CX Professionals can leverage to demonstrate this ROI to their organization.

    • 25 min
    4 Ways to Scale and Operationalize Your Journey Efforts

    4 Ways to Scale and Operationalize Your Journey Efforts

    In this episode, Paul and Mike are joined by their colleague Ariane Fund, a Principal in the Customer Experience practice and resident "Customer Research" expert, to discuss different ways CX practitioners can deliver value to organizations by scaling and operationalizing their journey mapping efforts, including: 1) leveraging a Journey Atlas to understand the whole picture and help organizations determine where to focus on customer improvements, 2) Leveraging data and data-drive tools to visualize and analyze journeys, 3) scaling journey capabilities through training and the concept of journey champions and owners, and 4) codified governance processes to prioritize and drive accountability to achieve their expected ROI of improvements.

    • 33 min
    6 Key Voice of the Customer Trends

    6 Key Voice of the Customer Trends

    In this episode, Mike and Paul are rejoined by Gary Batroff, Senior Manager in West Monroe's Customer Experience Practice, to discuss key trends that they are seeing and discussing related to Voice of the Customer (VoC) programs. During this conversation, we touch on new technology that is readily available, to the different ways organizations are collecting feedback, expanding VoC programs to include employees and partners, the focus on taking action, and the increase in "stall-outs" of VoC programs.

    • 20 min
    7 Mindsets to Revive Your Voice of the Customer (VOC) Program

    7 Mindsets to Revive Your Voice of the Customer (VOC) Program

    In this episode, Mike and Paul are joined by Gary Batroff, Senior Manager from West Monroe's Customer Experience practice, to discuss seven key mindset shifts (and other best practices) that Voice of the Customer (VOC) Program Owners should adopt to help revive, or reignite, their programs if they find themselves stuck in a "rut".

    • 25 min

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