Episode summary In this episode of CX Education, host Gwen Lafage engages in a thought-provoking conversation with Kelsey Jones from SAP Emarsys. The discussion centers around the critical topic of customer loyalty in the retail landscape. Kelsey stresses the importance of understanding different kinds of loyalty, shedding light on five distinct types: incentivized, inherited, silent, ethical, and true loyalty. Gwen and Kelsey take a deep dive into these loyalty categories, and disc...
Episode summaryIn the latest episode of CX Education, host Sunny Dhami sits down with Michael Elschenbroich, the CEO of stylink. Michael shares his intriguing journey, tracing his steps from the early days of founding a digital agency to steering the helm at stylink. His experiences in digital and social media marketing shine through as he reflects on his days as a WordPress blogger. Michael shares stories about being one of the first Twitter users in Western Germany, highlighting his fo...
Episode summary In this episode of CX Education, we welcome Craig Temkin, the director of Vendor Operations and Solution Consultants at Solutions by Text. Craig shares his journey from the messaging industry to the fintech space and how he's merging these two passions at Solutions by Text. He discusses the importance of creating a seamless, friction free payment experience for consumers and how text messaging can play a pivotal role. Craig also shares his take on the industry's future, h...
Episode summary In this episode of CX Education, host Heather Garand sits down with Tara Conway, a seasoned retail professional from Women in Retail Leadership Circle. Tara shares her rich journey in retail, starting from a family business to leading omnichannel transformations. She provides valuable insights into the evolving retail landscape and the role of AI in shaping customer experiences. The conversation explores the potential impact of AI on retail, with Tara highlighting both th...
Episode summary In this episode of CX Education, Gwen Lafage hosts Robert Galop, Partner at CPaaS Acceleration Alliance and they dive into the transformative power of CPaaS in enhancing customer experience. Robert highlights advancements in AI, particularly in real-time translation and language processing, and how these technologies are revolutionizing communication. Robert and Gwen also explore the evolution of CPaaS, with Robert outlining the three major growth opportunities: SMEs, ent...
Episode summary In this episode, host Gwen Lafage sits down with Cyril Coste, an expert in digital transformation and customer experience in the banking sector, to discuss the challenges and opportunities banks face in today's digital landscape. They dive into the challenges of integrating new technologies, managing legacy systems, and balancing security concerns with the need for agility and innovation. Cyril shares insights on how banks approach customer experience improvements and the...
Episode summary In this episode of CX Education, host Heather Garand has a thought-provoking conversation with Christy Marble from Pantheon. They dive into the current state of digital customer experiences and discuss the importance of meeting expectations. Christy highlights the high stakes of the digital landscape, where a single misstep can lead to losing customers. The discussion goes on to explore personalized marketing. Christy shares insights on how sophisticated personalization s...
Episode summary In this episode, host Gwen Lafage from Sinch chats with Chad S White from Oracle Marketing Consulting to discuss the importance of an omnichannel marketing approach and its impact on customer experience. Chad emphasizes the importance of breaking down silos between marketing channels so that teams can align with a shared, customer-centric goal and create a more coherent and unified customer experience. Chad also explores the role of technology in supporting a sound market...
Episode summary Contact Center as a Service (CCaaS) is a cloud-based customer service solution providing businesses with features to manage customer interactions. CCaaS solutions typically offer a range of features: including inbound and outbound voice calls, email, chat, and social media support. One of the primary benefits of CCaaS is that it provides businesses with a scalable and flexible solution that adapts to changing customer demands and business needs. But if a business wan...
Episode summary Emotional intelligence is a valuable way to build relationships with employees, increase motivation, and improve performance. But it also significantly boosts the employee experience — directly impacting the customer experience. In this episode of CX Education, our host Heather Share welcomes Sandra Thompson, the founder of Ei Evolution. They talk about the importance of emotional intelligence in business, why trust is critical in the workplace, and how a good employ...
Episode summary There's nothing like healthy competition. And monitoring the way your competitors do business and approach their customers can make you a stronger player. But if you want to stay on top of the game, sometimes you need to look beyond your competition. In this episode of CX Education, our host Sunny Dhami welcomes Bill Eveleth, the COO/CFO of GoLive. They talk about the importance of staying ahead of the competition, why text messaging is still an effective communicati...
Episode summary It's super common to hear business owners say, "customers are at the heart of everything we do" or "the customer is always right." But even with this mindset, CX is often left behind – it needs to be invited to sit at the leadership table and get involved in more conversations. Why? Because it’s what connects employees, customers, and operations. In this episode of CX Education, we’re joined by Olga Potaptseva, the founding director of European Customer Consultancy ...
Episode summary Retail stores play a crucial role in our daily lives, helping consumers access a variety of products, and they can track customers' likes, needs, and values to offer relevant and timely experiences. But how consumers make purchasing decisions has changed dramatically. People stand in stores and use smartphones to compare prices and product reviews; they make purchasing decisions through social media, and when they're ready to buy, they have a growing list of online r...
Episode summaryThe development of technology has brought so many advantages. In fact, thousands of companies use technology every day to reduce sales costs and focus on self-service. But it's not just about the value of technology to the business; it should always be about what creates value for the customer. In this episode of CX Education, our host Heather Share welcomes Mike Wittenstein, Founder and Managing Partner at Storyminers. Mike and Heather discuss the importance of custo...
Episode summary SMS was the first mobile channel, and with so many new communication channels — like WhatsApp and Viber — popping up, some brands are deciding to leave SMS behind. But SMS is still a powerful way to communicate with customers. In this episode of the CX Education podcast, our host Sunny Dhami welcomes Nick Lane, the chief insight analyst and founder of Mobilesquared. They chat about the power of SMS, rich messaging, and why brands should implement messaging into their...
Episode summary Marketing is critical right now, and if you want to engage your customers and sell your product, you need an effective content marketing strategy for your business. However, there are no universal truths in marketing, so you need to know your customers and focus on your unique value proposition. In this episode of the CX Education podcast, our host Michael Ahearn welcomes Anthony McLoughlin, the VP of Ecommerce & Growth Marketing at Rothy's. They chat about ...
Episode summary Digital transformation is here for the long haul, and businesses that want to stay afloat must go through it. But in conservative industries like finance, change comes with many challenges, especially if the executive team is not open to innovation and is worried about the effect it might have. So it’s critical to keep the conversation about entering and conquering the digital space alive. The more information financial institutions have, the more confident they’ll ...
Episode summary Right now, a remarkable customer experience is everything. If you want to stand out from the competition, you have to make customers feel valued. But in today's over-crowded market, you need to go beyond B2B and B2C — you have to become B2Me or, in other words, business to me. In this episode of the CX Education podcast, host Heather Garand welcomes Daniel Lafrenière, an Omnichannel Customer Experience Strategist. They chat about human-to-human relationships wit...
Episode summaryThe pandemic changed everything in our lives — from how we communicate and work to how we shop. COVID-19 brought millions of people into a new working environment; the home office has become a universal reality. Digital is a core part of most businesses.While some companies successfully adapt to digital transformation, others get left behind and struggle with adopting new tools and processes. Customer needs are constantly growing, and to keep up with them, developing a change m...
Episode summary The business world is changing — customers' wants and needs have changed, and so have employees' perspectives about their rights and obligations. But not many companies know how to deal with these shifts and how to meet the needs of both customers and employees. The key is to first create a culture that resonates with your team and projects your vision. Then, your employees become your brand ambassadors and help you provide an excellent customer experience. In ...