CX Decoded By CMSWire

This episode is brought to you by Wix Studio . The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridg...

This episode is brought to you by Wix Studio . Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the quality of customer interactions. Shri shares her firsthand experiences in driving AI projects, emphasizing the importance of a customer-centric approach...

This episode is brought to you by Wix Studio . Jason Ferrell,  Capital One's managing vice president of experience design, is a designer at heart. Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives.  Ferrell believes in design experiences through a personalized app...

Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning. Principal CX leader Marietta Silva Allison takes us behind the curtain for all of it in this episode.

In the dynamic field of customer experience (CX), professionals need to develop and hone particular skills to navigate its challenges successfully. Cary Cusumano, an expert in CX management, has mastered this domain. Emphasizing the importance of traits like curiosity and persistence, Cusumano understands the need for continual growth and innovation in this industry. In this podcast, Cary explores...

In this episode of CX Decoded, Brianna Langley Henderson, a seasoned CX practitioner, delves deep into the implications of introducing generative AI into business organizations. She acknowledges the transformative potential of AI and its capacity to fundamentally alter the landscape of various industries. At the same time, she highlights the resistance this technology faces from certain quarters....

In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the  CMSWire CONNECT Conference , CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven track record of innovation and tangible results. Throughout this episode, Karna, former head of US marketing at the  Ford Motor Company , shares her invaluabl...

Michelle Morris, customer experience leader for  Verizon Connect , shares insights on customer satisfaction, loyalty, the necessity of cross-department collaboration and best ways to achieve data-driven success.

In this podcast episode, Sarah Kimmel, the vice president of research at  Simpler Media Group , casts a discerning eye on  "The State of the CMO"  survey, offering a rare glimpse into the shifting landscape of  chief marketing officers (CMOs)  and the competencies they must cultivate. The study's revelations place creative thinking at the top of vital skills, trailed by strategic management, leade...

Melissa Henley, an experienced CX leader at  Luxion , the company behind  KeyShot  3D software, explores the vital aspects of both customer and employee experiences. In this latest podcast with  CMSWire's CX Decoded , Melissa, a CMSWire Contributor, identifies two core metrics that CX leaders should prioritize: churn and  net revenue retention (NRR ). Melissa elaborates on the significance of thes...

While positive employee experiences can enhance customer experiences, negative employee experiences can have the opposite effect. A  famous SNL sketch  parodies the frustrating experience of trying to cancel cable service, with a customer being repeatedly put on hold, transferred to different departments and subjected to aggressive sales tactics from customer retention specialists. The sketch high...

In recent years, organizations have increasingly turned to digital experience platforms (DXPs) to improve their online presence and engagement with customers. In this episode of  CX Decoded , we sat down with  Sitecore's  Dave O'Flanagan,  Optimizely's  Deane Barker and  Contentstack's  Nick Barron to discuss DXPs and a shift to composable platforms and related concepts such as content management...

In a story that echoes the classic American dream, media mogul Oprah Winfrey started out working at a grocery store where she was forbidden to talk to customers, a move that left her feeling unfulfilled. However, she soon found a job at a radio station where her talents for communication and engagement were allowed to flourish, leading her down the path to becoming a cultural icon with her own tal...

Johann Heinrich Pestalozzi, a Swiss educational reformer, is widely regarded as the father of modern education. Despite his relative obscurity today, Pestalozzi made major contributions to the field of education in the 19th century, pioneering new methods that were a stark departure from traditional European schools of the time.  Pestalozzi emphasized real-world learning experiences and a student-...

In this  CX Decoded podcast , Jim Tincher, founder, CEO and journey mapper-in-chief at  Heart of the Customer  and author of the book  "Do B2B Better,"  discusses the importance of talking to customers after a transaction has taken place. He uses his experience as a product manager for health savings accounts to illustrate how a disconnect between the company's understanding of its customers and t...

Leonardo Da Vinci revolutionized the way people were painted during the Renaissance, and his "Mona Lisa" is the most famous painting in the world and is a cultural icon for beauty, in part due to what is usually described as her alluring and mysterious smile. What has made the "Mona Lisa" so popular for more than 500 years? It can be boiled down to one word: innovation.  Da Vinci was an innovator...

Thinking about getting the latest CX and marketing tools for your customer service agents or possibly investing in some artificial intelligence? Are you wondering whether the pandemic ended up hurting or helping digital customer experience? And just how is the recession impacting what CX decision-makers are focusing on? Or perhaps you're wondering whether interest is growing — or diminishing or ev...

A recession can be like preparing to go backpacking. You have to decide what you need, what's unnecessary and what might potentially weigh you down.  CX leaders have to make similar decisions to successfully trek the current economic landscape. They too have to pick and choose needs, cull waste and protect the integrity of their teams — all while serving their customers flawlessly.  Tina Dobie is...

Avoiding unhappy customers is what everyone wants to do, right? But listening to our most vociferous critics is not always easy because they're not going to pussyfoot around with you. According to this episode's guest, it's our angry, enraged customers who are our Golden Tickets to success. Shaking down happy customers about why they like you won't help you understand areas you need to improve, sa...

The concept of transformation has been center stage for businesses around the world for some time now, but taking a moment to reflect on what transformation actually means could radically change organizations seeking new life in turbulent times.  The specter of a looming recession makes the notion of transformation even more enticing — and terrifying — to many business leaders now — especially cus...

Travis Trembath, vice president of fan engagement for the  PGA Tour , is passionate about golf, customer experience and customer engagement. Having to the best golfers in the world compete under his company's brand? That's the easy part. Fan engagement, and digital customer experience, however, remains a moving target. In this episode, Trembath shares some of the ways the Tour is engaging fans thr...

According to a recent  Statista  report, the economic impact of 5G on the U.S. gross domestic product will hit $484 billion by the year 2030. 5G is faster, more reliable, has more capacity and less latency than the previous 4G wireless technology — and has the capability of completely changing how brands and consumers will think about the internet in the future.  But what exactly is 5G, how does i...

When it comes to CX leadership, or leadership in general, its always good to lead by example, but equally good to incentivize the behavior you want from your team.

Want some sobering statistics for your call center? Customer service representatives between ages 20 and 34 stay on the job for an average of  just over one year , according to the United States Bureau of Labor Statistics. Further, the average call center turnover rate is as high as 45% — and that's at least twice the average turnover in other departments, according to the numbers. Call centers ar...

Content is king... That was the saying marketers repeated to themselves for years. And while that sentiment still rings true, there's something more important brands must pay attention to, something that content ultimately feeds into: customer experience. Modern consumers have high expectations, and brands go to great lengths to meet — and surpass — these expectations. But that task becomes more a...