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.
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...
Recent Episodes
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...
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...
Fast-growing financial tech companies like Ant Financial, Robinhood, and TransferWise are not only disrupting the financial industry, they’re reshaping consumer behavior and expectations. But...
We all know customer loyalty is important to a business but where do brands tend to make mistakes when it comes to inspiring loyalty? And what’s the best way to foster loyalty among your employees...
Whether screaming from the rafters or cheering at their TV, fans are the lifeblood of any sport. That's why it's essential for brands to utilize audience’s social media to create the...