Digitally Irresistible

The Psychology of Customer Engagement: How Loyal Customers Accelerate Growth and Provide a Competitive Advantage    This week we welcome Jermaine Edwards to the Digitally Irresistible podcast . Jermaine is a leading customer growth expert, advisor, international speaker, and award-winning author.  With more than 20 years of sales and leadership experience, Jermaine specializes in working with bran...

Promoting CX Excellence Through Strategic Leadership   On this week's episode of the Digitally Irresistible Podcast , we welcome Adam Toporek. Adam is a third-generation entrepreneur, consultant, and highly sought-after CX keynote speaker. Recognized as one of the top thought leaders in customer experience, Adam is a strategic analyst and consultant with appearances on top media outlets such as "F...

Turning Customers Into Lifelong Advocates This week we welcome Brittany Hodak to the Digitally Irresistible podcast . Brittany is an e ntrepreneur, author, customer experience keynote speaker, and author of over 350 thought-leadership articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. Brittany has spent her entire career studying the psychology of...

Equip Frontline Employees With Everything They Need to Provide an Excellent Customer Experience On this week's episode of the Digitally Irresistible Podcast , we welcome Lori Brown. Lori is a seasoned customer experience executive with more than 25 years of experience in the BPO industry. She is a respected thought leader, CX consultant, and keynote speaker. Lori helps brands develop and evolve th...

  Make Customers Swoon and Create Zealous Advocates for Your Brand This week, we welcome Dr. Chip Bell to the Digitally Irresistible Podcast . Chip is a world-renowned authority on customer loyalty and service innovation, ranked by Global Gurus for the past eight years as one of the top 10 keynote speakers on customer experience.   Chip is a decorated U.S. Army veteran and has written more than 70...

Customer Experience in a Deregulated Electricity Market This week we welcome Katherine Wright to the Digitally Irresistible podcast . Katherine is co-founder and senior vice president of customer experience at Energy Texas, a retail electricity provider in the Electric Reliability Council of Texas (ERCOT ) market. Electricity has been deregulated in the ERCOT market, where the consumer chooses the...

  Teaching Brands to Master "How to Wow" in Customer Experience   This week, we welcome Adrian Swinscoe to the Digitally Irresistible podcast . Adrian  is a prolific writer, blogger, podcaster, and the author of four books   about customer experience .   Adrian works with companies looking for cost-effective ways to improve business and team performance, find new customers, and keep their existing...

6 Behaviors to Develop Loyal Customers and Employees Through SIMPLE Customer Experiences   This week, we welcome Matt Lyles to the Digitally Irresistible podcast . Matt is a keynote speaker, customer experience consultant, and host of the SIMPLE brand podcast. He's also writing a book by the same name: "SIMPLE brand." Matt enjoyed a long career with FedEx leading their brand strategy and guiding t...

Supporting the BPO Industry and Driving the Digital Transformation of Businesses in the Philippines This week, we welcome Jack Madrid to the Digitally Irresistible podcast . Jack is president and CEO of the IT & Business Process Association of the Philippines (IBPAP) . He oversees day-to-day operations for the primary trade body and advocacy group for the IT and Business Process Management (IT-BPM...

Connect With Employees Through Rewarding Experiences That Elevate Their Engagement   This week's guest on the Digitally Irresistible podcast is Jaymee Marquez. Jaymee is a director of operations at iQor Iloilo in the Philippines. She has extensive experience delivering and overseeing customer care delivery in the BPO industry . In her current role, Jaymee oversees a team of three operations manage...

Three Principles That Elevate the Customer Experience and Enhance Customer Lifetime Value This week, we welcome Dennis Wakabayashi to the Digitally Irresistible podcast . Known as the global voice of CX, Dennis is a renowned thought leader on the topic of customer experience. He teaches digital marketing at the University of Wisconsin-Madison and is also a distinguished speaker at the University o...

A Digital Transformation Approach to Enhance CX Cloud Security Within an Expanding Cloud Footprint     This week on the Digitally Irresistible podcast, we welcome a trio of CX cloud security experts: Chris Fago and Kyle Pierrehumbert from Palo Alto Networks and John O'Malley from iQor.    We've come together to discuss the benefits of a scalable solution that helps provide real-time visibility and...

How Integrating Health and Well-Being Into an Organizational Culture Promotes Sustainable Employee Wellness     On this week's episode of the Digitally Irresistible podcast, we welcome Laura Putnam, founder and CEO of Motion Infusion, a San Francisco-based company focused on transforming organizations to inspire better health and well-being. Her company merges evidence-based methodologies on welln...

Exceeding Customer Expectations Through a Differentiated Experience Drives Loyalty and Sales   This week, we welcome Stan Phelps to the Digitally Irresistible podcast . As a keynote speaker and workshop facilitator for numerous brands, Stan delivers the message that a purposeful differentiated experience (DX) wins the hearts of employees and customers . Stan shows how differentiation ultimately bo...

How a Digital Transformation Strategy Improves CX, Boosts Revenue, and Reduces Cost to Serve in Health Care   This week, we welcome Brian Wagner to the Digitally Irresistible podcast . Brian has over 20 years of global operating and consulting experience at organizations ranging from start-ups and private equity to Fortune 500 companies in various high-tech industries, including SaaS, MedTech, med...

Building a Transformative Culture of Caring Leadership and Active Listening Inspires Employees and Elevates CX   This week's guest on the Digitally Irresistible podcast is Heather R Younger, founder and CEO of Employee Fanatix, a leading employee engagement, leadership development , and DEI consulting firm. Heather is on a mission to help leaders understand the power they possess to ensure employe...

Data-Driven AI Performance Enablement Software as a Service Improves Metrics and Delivers Better Employee and Customer Experiences     This week's guest on the Digitally Irresistible podcast is Sean Minter, founder and CEO of AmplifAI. At AmplifAI, Sean and his team apply science to make teams better, leveraging AI-powered data to create a personalized environment that enables every frontline empl...

How Quality Management and Service Excellence Are Essential for a Great Customer Experience     This week, we welcome Alec Dalton to the Digitally Irresistible podcast. Alec is co-founder and managing partner of the  Hospitality Leadership Academy , a firm offering professional development programs and management consulting focused on service excellence.   Alec has operated five luxury properties...

How Strategic Email Marketing Can Create Great Customer Experiences and Improve Your Bottom Line   This week's guest on the Digitally Irresistible podcast is Emily McGuire, a self-proclaimed email marketing nerd! As the customer evangelist at AWeber, Emily applies her email marketing expertise to create a great customer experience through email at every step of the customer journey. On this episod...

How Active Learning Improves Employee Engagement, Training, and Retention for Better CX     This week's guest on the Digitally Irresistible podcast is John Kruper, senior vice president of global learning and development at iQor. John leads an award-winning team of trainers and coaches around the world who skillfully train iQor agents and supervisors to rapidly enable them to provide service and s...

How a Customer-Centric Culture Improves the Employee Experience and Elevates CX   This week's guest is Annette Franz, founder and CEO of CX Journey. She has 30 years of experience—on both the client and vendor sides—helping companies understand their employees and customers to drive retention, satisfaction, engagement, and the overall customer experience . She is a credentialed CCXP who has author...

Streamlining Contract Management Workflows Through Digital Transformation to Improve Ease, Efficiency, and Cost   This week's guest is Jerry Levine, general counsel and chief evangelist at ContractPodAi. He both uses and celebrates the ContractPodAi technology platform that offers inside legal teams the ability to get more work done with less friction while contributing to a great customer experie...

How CX and Experience Marketing Create New Opportunities to Energize Brands and Delight Customers   This week's guest is Kevin Tydlaska-Dziedzic, founder and CEO of BKN Creative. As a practitioner of experience marketing who works in sync with customer experience throughout the customer life cycle, Kevin leads customer experience initiatives across the entire business. And he's not alone. Accordin...

How Design Thinking and Direct Observation of the Customer Experience Guides Companies to Better Meet Customer Needs     This week's guest is Karen Hold, founder and CEO of Experience Labs. Karen is an expert practitioner and consultant in the field of design thinking. With her team at Experience Labs, Karen helps clients innovate and adapt to change in industries ranging from education, professio...

How These Three Pillars of CX Drive Profits When Leadership Is Proactive About Customer Experience   This week's guest is Jeannie Walters, CEO and founder of Experience Investigators, a global customer experience consulting firm that helps companies improve loyalty and retention, employee engagement, and overall customer experience. For more than 20 years Jeannie has dedicated her work to creating...