Logo
    Home > Podcasts > This Is CX
    business

    This Is CX

    "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.
    en-us63 Episodes

    People also ask

    What is the main theme of the podcast?
    Who are some of the popular guests the podcast?
    Were there any controversial topics discussed in the podcast?
    Were any current trending topics addressed in the podcast?
    What popular books were mentioned in the podcast?

    Episodes (63)

    Converge Customer Experience and Digital to Thrive in 2021 with Mazen Ghalayini

    Converge Customer Experience and Digital to Thrive in 2021 with Mazen Ghalayini

    From the conversation, please find links to the following content:

     

     

    We would love to hear your thoughts on your own trends or predictions for 2021, or how your organization is positioning itself to thrive this year. Email us at thisiscx@westmonroe.com or message us via social:

     

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usFebruary 25, 2021
    agile
    digital
    data
    analytics
    customer experience

    The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta

    The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta

    For more information about Nick Mehta and his perspectives, please visit his website:

    https://www.mehtaphysical.com/

    Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Success functions have been built and coexist, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usSeptember 14, 2020
    consumer
    b2b
    crm
    customer experience
    b2c

    Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova

    Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova

    For more information about Tiffani Bova, please visit her website:

    http://tiffanibova.com/

    Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usAugust 03, 2020
    growth
    innovation
    b2b
    great reset
    customer experience

    Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience

    Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience

    For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information:

    WMP's Digital Transformation Offerings

    Paul and Mike would love to hear your thoughts on how your organization has changed the way it works to drive digital and customer experience, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usMay 01, 2020
    digital
    digital transformation
    customer experience
    digital product
    human centered design

    Best Practices to Enable Work-from-Home Customer Service Professionals

    Best Practices to Enable Work-from-Home Customer Service Professionals

    For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

    WMP's Customer Experience Offerings

    Paul and Mike would love to hear your thoughts on how you're best enabling your customer service professionals in a remote work environment, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usApril 15, 2020
    remote work
    work from home
    customer experience
    customer service
    remote workforce

    Innovating on Customer Service and Cost Reduction in response to COVID-19

    Innovating on Customer Service and Cost Reduction in response to COVID-19

    For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

    WMP's Customer Experience Offerings

    Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usApril 06, 2020
    productivity
    cost-cutting
    customer experience
    customer service
    call center

    Five Key Trends Bringing Customer Success and Customer Experience Together

    Five Key Trends Bringing Customer Success and Customer Experience Together

    For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

    Delivering on Customer Success

    Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usFebruary 27, 2020

    Come Together: The Merging of Customer Experience and Customer Success

    Come Together: The Merging of Customer Experience and Customer Success

    For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

    Delivering on Customer Success

    Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usFebruary 06, 2020
    customer success
    customer experience

    Gazing into the CX Crystal Ball for 2020 Trends

    Gazing into the CX Crystal Ball for 2020 Trends

    For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article:

     What to Expect From CX in 2020: 3 Accelerating Trends.

    Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at thisiscx@wmp.com or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    This Is CX
    en-usJanuary 16, 2020

    Revisiting Our 2019 CX Trends Predictions

    Revisiting Our 2019 CX Trends Predictions

    As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link:

    Quantifying the ROI of Customer Experience

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

    Additionally, as Paul and Mike invited during the episode, please share your highlights or takeaways for 2019 by emailing us at thisiscx@wmp.com or finding Mike and Paul on social media (Twitter, LinkedIn, etc.)

    This Is CX
    en-usDecember 31, 2019

    5 Strategies for Demonstrating the ROI of Customer Experience

    5 Strategies for Demonstrating the ROI of Customer Experience

    The survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link:

    Quantifying the ROI of Customer Experience

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

    If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

    This Is CX
    en-usNovember 14, 2019

    6 Key Voice of the Customer Trends

    6 Key Voice of the Customer Trends

    The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download:

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

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

    If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

    This Is CX
    en-usSeptember 26, 2019

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

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

    These seven mindsets are from Gary's recently released White Paper that is available at the following link for download:

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

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

    If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com

    This Is CX
    en-usSeptember 05, 2019
    customer experience
    voc
    voice of the customer

    An Interview with Kyle McSlarrow, Senior Vice President of CX Strategy and Journey Design for Comcast

    An Interview with Kyle McSlarrow, Senior Vice President of CX Strategy and Journey Design for Comcast
    In this episode, Mike and Paul are joined by special guest Kyle McSlarrow, Senior Vice President of Customer Experience Strategy and Journey Design at Comcast. We discuss how CX is structured and operates within Comcast, how they use the NPS system to drive operations and budgeting, the company’s challenges continuing to improve scores, and how to maintain positive momentum.
    This Is CX
    en-usJune 20, 2019
    customer experience
    comcast
    cx
    nps system
    kyle mcslarrow

    An Interview with Angela Ferrante and Emily Rasowsky, CX Leaders at Sparkfund

    An Interview with Angela Ferrante and Emily Rasowsky, CX Leaders at Sparkfund
    In this episdoe, Mike and Paul are joined by Angela Ferrante and Emily Rasowsky, CX leaders from the company Sparkfund, a subscription-based provider of building energy systems for businesses. We discuss how and why Sparkfund built a CX discipline, the challenges they've faced in executing on this vision, the relationship between a CX Leader and CX Executive Sponsor, and some key lessons learned for other CX leaders.
    This Is CX
    en-usApril 15, 2019
    customer experience
    sparkfund
    emily rasowsky
    angela ferrante

    An Interview with Todd Unger, Chief Experience Officer of the AMA

    An Interview with Todd Unger, Chief Experience Officer of the AMA
    In this episode, Mike is joined by special guest Todd Unger - Chief Experience Officer at The American Medical Association - to discuss his path to becoming a C-level executive focused on delivery of value through the day-to-day engagement with customers at the AMA. They discuss how the role fits within the organization, the successes and challenges he's had with delivering on his vision for customer engagement, and sharing some key lessons-learned for other experience leaders within their organizations.
    This Is CX
    en-usMarch 20, 2019
    chief experience officer
    american medical association
    todd unger
    Logo

    © 2024 Podcastworld. All rights reserved

    TwitterYouTubeInstagramPinterestFacebookLinkedIn

    Company

    About usBlogPricingTestimonials

    Pages

    PodcastsEpisodesTopics

    Support

    Refund PolicyTerms of ServiceContact usPrivacy Policy

    Stay up to date

    For any inquiries, please email us at hello@podcastworld.io