CX Week Special Edition: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte

From Impressed to Obsessed - Author Jon Picoult: Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way by The Delighted Customers Podcast with Mark Slatin

48 min listen

The Blueprint for Customer Obsession with author Marbue Brown: Marbue Brown believes companies that focus on Customer Centricity are missing something. In his new book, Blueprint for Customer Obsession, he highlights why customer obsession strategies are what excel sustainable business results. In this episode he by The Delighted Customers Podcast with Mark Slatin

44 min listen

The First Ever Degree in Customer Experience Management - Dr Tom DeWitt, MSU Professor: Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University. He shares some powerful realities about why companies should lead wit by The Delighted Customers Podcast with Mark Slatin

35 min listen

CX Week Special Edition: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte: In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA. Nancy discusses 3 important topics: 1. Why gaining the support of executives is critical and how you might go about achieving that. 2. Why CX professi by The Delighted Customers Podcast with Mark Slatin

51 min listen

Trailer by The Delighted Customers Podcast with Mark Slatin

1 min listen

What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld?: What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake by The Delighted Customers Podcast with Mark Slatin

48 min listen

From Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of Michigan: I caught up with Brittany Knox at MSU’s CXM 360 Conference. Brittany is a graduate student in MSU’s Masters of Science in Customer Experience Management. She’s also a Project Consultant at BCBS of Michigan. In this episode, she shares: The benefit by The Delighted Customers Podcast with Mark Slatin

25 min listen

Building Trust with Key Stakeholders - Author Charles H. Green: Trust. Isn't that one of those soft, touchy-feely words? In today's word of digital transformation, isn't people skills so...yesterday? From someone who walked the walk as a CX practitioner, one of the most critical skills is the ability to influ by The Delighted Customers Podcast with Mark Slatin

47 min listen

Delivering Happiness 2.0 with Alex Genov, Head of Customer Research at Zappos: Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov In 2009, Amazon bought a start up shoe company that broke the mold by selling entirely over the internet . It differentiated solely on customer by The Delighted Customers Podcast with Mark Slatin

77 min listen

Design Thinking with Diane Magers: Customer friction can lead to customer defection. Often, companies attempt to fix their customer's pain with a short term solution. Diane defines design thinking and why it's a different approach that starts with putting your customer in the center. by The Delighted Customers Podcast with Mark Slatin

35 min listen

Applying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXP by The Delighted Customers Podcast with Mark Slatin

34 min listen

Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen by The Delighted Customers Podcast with Mark Slatin

33 min listen

CX Week Special Edition: How CXPA is a Differentiator for CX Professionals with the CEO, Greg Melia: In celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the organization helps CX professionals differentiate their careers by joining and engaging in the organization. by The Delighted Customers Podcast with Mark Slatin

37 min listen

Engaging Employees for Outstanding Customer Experiences: In this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impact employee engagement. Have a clear purpose and align your team to that mission is the first step. by The Delighted Customers Podcast with Mark Slatin

49 min listen

How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu: How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu Video in business is here to stay. The question is how to best leverage it to engage employees and customers to improve their experience? On this episode: Qumu CEO and P by The Delighted Customers Podcast with Mark Slatin

27 min listen

The Room Where It Happened: The Net Promoter Backstory with Rob Markey, Bain & Co., Part 1 of 2: Rob Markey on the Delighted Customers Podcast Part 1 of 2 What would you expect from one of the top CX thought leaders in the world? A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Mark by The Delighted Customers Podcast with Mark Slatin

31 min listen

ITMs: Virtual, with a Human Touch, Carla Higgins, SVP, Director of CX, CNB Bank: Carla Higgins has made a career in the banking industry and held many positions. She knows banking from the inside out. Today we talk about the evolution of banking and how Covid accelerated the rollout of ITM’s and how they may be a cost effective al by The Delighted Customers Podcast with Mark Slatin

47 min listen

Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt. 1 of 2: This episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall by The Delighted Customers Podcast with Mark Slatin

30 min listen

The Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley University: The Role of Perception and Expectations in Customer Experience This episode is definitely different! Gary David, PhD, is a professor of sociology and a conversational analyst. On this episode: What his dissertation research at an immigrant-ow by The Delighted Customers Podcast with Mark Slatin

48 min listen

Breaking Down Departmental Silos to Improve CX - Risa Lovell, Farm Credit Insurance: Risa Lovell, Director of Property and Casualty Customer Service at Farm Bureau Insurance joins us from the MSU Hotel and Conference Center at the first in-person episode of The Delighted Customers Podcast. Risa shares some helpful insights: How Fa by The Delighted Customers Podcast with Mark Slatin

22 min listen

Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt. 2 of 2: This episode is part 2 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall by The Delighted Customers Podcast with Mark Slatin

29 min listen

Designing Digital Transformation to Improve CX with HP's Jaya Sudarshan: The race to digital transformation was accelerated by the pandemic. Many organizations have invested time and money and have little to show for it. Jaya Sudarshan shares the secret to blending the right combination of digital improvements to an improved by The Delighted Customers Podcast with Mark Slatin

46 min listen

A Conversation with Lou Carbone, the Father of Experience Management, Part 1 of 2 by The Delighted Customers Podcast with Mark Slatin

47 min listen

Demystifying the Human Experience, Bruce Temkin, Head of the XM Institute: Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend. Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute. Bruce shared his thoughts on by The Delighted Customers Podcast with Mark Slatin

50 min listen

A Conversation with Lou Carbone, the Father of Experience Management, Part 2 of 2 by The Delighted Customers Podcast with Mark Slatin

64 min listen

Using the Right Data To Improve Your Customer’s Experience by The Delighted Customers Podcast with Mark Slatin

47 min listen

The Trust Equation: The Secret to Trust Building by The Delighted Customers Podcast with Mark Slatin

17 min listen

Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co., Part 2 of 2: Part 2 of 2 Predictive NPS - How Loyalty Measurement is Changing with Rob Markey A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Markey is the Co-Inventor of the Net Promoter System and the by The Delighted Customers Podcast with Mark Slatin

46 min listen

Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP by The Delighted Customers Podcast with Mark Slatin

50 min listen

What Leaders Must do Today to Compete in the Future by The Delighted Customers Podcast with Mark Slatin

44 min listen

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CX Week Special Edition: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte

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