The CX Pod
You probably think this podcast is about you, don't you? Well, you’re right. This is a customer experience podcast hosted by Jeff Marcoux and Elizabeth Glagowski of the Customer Strategist Journal.
Tune in for regular discussions and interviews with the brightest and best in CX to get your competitive edge.
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...
Recent Episodes
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...
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...
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...
Have you ever wondered what business lessons you could pull from Tyrion Lannister’s exploits in Game of Thrones? Or perhaps you are looking to the future and wondering about AI’s place...
New research from Forrester points to an emerging trend: consumers increasingly expect brands to take a stance on moral, social, and political issues. However, values-based marketing isn’t...
Nonprofit organizations are increasingly struggling to meet financial objectives in a more competitive marketplace. Donor retention and longevity are falling, forcing nonprofits to rethink their...
In the age of the customer, consumers have more information and choices than ever before. What they don’t have is more time. That’s why it’s imperative for organizations to have a...
The contact center of the future will be radically different from that of today: new technologies are opening new opportunities as well as presenting new challenges. The changes are not just...
Customer experience journey mapping isn't new, but are companies using it correctly? More and more leaders are recognizing the need to ditch the white board and are diving deeper into...