Science of CX

Brenton is a customer experience advocate, and New Zealand’s first ever accredited CX Specialist. He’s also a podcast host, and a creator of good music.  In the episode today, Brenton and I discuss;  The empathic side of CX. Getting in touch with real feelings to create emotional connection with the individuals.  The Customer Journey Map which is based on the dopamine reward pathway Getting custom...

Sujan Patel In his 14-plus years as a marketer and entrepreneur, Sujan Patel has helped hundreds of companies boost online traffic and sales and strengthen their online brand reputation. Patel is the co-founder of Web Profits and Mailshake. Some of the topics we cover in today’s episode include; Sujan’s entrepreneurial journey. The obstacles he’s incurred along and his inspirational founding and g...

Filippo Lovotti is a User Experience and Design Leader passionate about growing UX talent and driving UX vision. For the past 15 years, Filippo’s main focus and attention has been on solving user’s problems through innovation.  At Zappos, Filippo is head and leader of the internal customer service UX team, where he works to create products and solutions to satisfy the end clients.  In the episode,...

Bharat is the founder of Veristrat, and the host of What's it Worth? A YouTube channel that helps individuals understand valuations so they can maximize their returns. Bharat has been a Business Valuation expert for more than 20 years, and has valued assets in real estate, industrial, personal property and financial assets.  Some of the topics we discuss in today’s episode include; Bharat’s proces...

Dennis Moseley-Williams is an Experience Economy Specialist. He helps organizations in understanding the vital role that experience plays in the global economy.  A highly sought speaker, Dennis enjoys talking about how experiences can be crafted, and staged so that they can entice, educate, satisfy and transform. He’s the author of Serious Shift; A guide book on how the experience economy can be a...

Kelsey Budd is the Group Director of Sales and Customer Experience at Surfacide.  Surfacide is an organization that focuses on UV disinfection technology. It uses UV light to inactivate dangerous pathogens in order to ensure that they’re not the source of disease transmission amongst staff members or customers.  The main theme of the show today is about safety, and why it’s important to ensure tha...

Ben Motteram is a Customer Experience consultant based in Melbourne, Australia. He’s been a part of and helped leading brands in Australia in CX based projects like; Customer insights, employee engagement and company culture.  To be a world class CX organization, then you have to lead by example. Join in as Ben and I discuss the tips and strategies used by organizations like Amazon, Apple, and IKE...

Brian Kale is the director of customer success at Bank Novo; a banking platform that’s ushering small business banking into the modern age with easy-to-use tools for businesses on the go.  Since Covid hit, the world has slowly been adapting to the new economic environment. Freelancers, startup founders, and small business owners have been opening bank accounts to effectively handle their everyday...

Roman is a product innovation and design leader focused on creating products and services that open financial opportunities and protect the identities of consumers.  He has 15+ years of experience in Consumer-facing applications and B2B solutions, both on-premises and in the cloud.  As the host of UX Like Us Podcast, Roman enjoys mentoring others and sharing his knowledge and experience. Listen in...

Did you know that there will be over 120,000,000 podcast listeners in the US by end of 2021? And that we are closing in on 1.7 million active podcasts? It's true. What does this mean for Customer Experience? If you think about it a company podcast is one of the best ways to get closer to your customers. They can see you not as a vendor of theirs but someone they listen to for advice and ideas and...

Join me on this quest to see if Conversation AI is just hype or the real deal. In this episode, I chat with Indrek Vainu. Indrek runs Alphachat.ai, an AI company automating customer experience through chat. He is an experienced entrepreneur having previously managed a 70-person machine learning company. Indrek holds a degree from Harvard University and is a frequent speaker at technology events. H...

As Entrepreneurs and Business Leaders, we often have to make decisions that are beyond our comfort zone or in our expertise wheelhouse. That is just the facts! But, we need to become fluent in the language of those area or we can fall victim of those we seek help from. Join me on this Episode as I interview Aman Y. Argarwal. Aman is the Founder and President of SANPRAM Transnational, an executive...

Trust isn’t something we typically think of as having an economic value. But scratch the surface behind the numbers appearing on any company’s balance sheet and trust — or a lack of it — appears everywhere. When trust increases, so do output, morale, retention, innovation and loyalty. Conversely, a lack of trust is a company’s single biggest expense.  At the core, problems are never about leadersh...

Every once in a while, we stop and think to ourselves, "how much is enough"? I am talking about, how to balance Human-Interactions, Epic Cultures and Digitization. Most companies today have embarked on a journey of Digital Transformation and are trying to digitize as much of their world as they can, but how do you step back and really take a look at "The Balance" of these things? Eric Michrowski,...

Join me on another great episode of Science Of CX as Jesse Purewal, stops by for a chat. Jesse Purewal is a storyteller whose empathy, curiosity, and wit empower people to tell their own stories in inspiring, influential, and compelling ways. An expert in building brand, marketing, and CX strategies in high-technology categories, he is the lead of the Technology, Media, and Telecommunications Sect...

Please join us for a very informative episode with Sydney Wong of VenturX in Montreal, Canada. We covered so much in this episode from venture capital to driving better CX to increase your business's value. Sydney Wong is an author as well as the Founder and CEO of VenturX. Her literature work, written under the pen name of David Adams, focuses on helping others be more productive and efficient. S...

Please join Steve in the Studio as Jeff Tobe drops by to talk about Coloring Outside the Lines to Create a New CX. Episode Sketchnote : Certified Speaking Professional Jeff Tobe’s credentials are impressive. Insider Magazine dubbed him “The Guru of Creativity” and readers of Convention & Meetings Magazine chose him as one of the top 15 speakers in North America. He is a creativity and customer...

Join me as we set out on a Digital Marketing Journey with Monique Idemudia, Founder of Dragon Digital Marketing. This was a great interview and Monique was such a generous guest by giving us some great tools below: A great Buyer Persona Template here and How to effectively set and measure your marketing goals Marketing goals are specific objectives described in a marketing plan. These goals can be...

On this Episode # 53, Steve is joined by Greg Kihlstrom, Co-Founder and Co-CEO of www.careergig.com , a Freelance Platform that brings people together. Their reputation and matching platform helps both companies and freelancers find each other, saving time to focus on creating great work together. CareerGig is the platform both freelancers and companies rely on for the assurance, reliability and s...

In this Episode #52, I got a chance to sit down with Dina and Don Ortiz. They have been pleasing audiences around the world and especially to the US Troops on bases in many foreign countries with their band. Dina and Don are incredible people and souls that are built on the premise of the customer deserves the best, but along the way they built a very unique business out of pleasing their audience...

Today, Steve uncovers some of the missing links in business operations. Steve's guest is Alicia Butler-Pierre, CEO of Equilibria, Inc. Check out the Sketchnote of this episode with Alicia. Alicia's Bio: Alicia Butler Pierre is the founder and CEO of Equilibria, Inc., a 15-year-old operations management firm. She specializes in increasing bandwidth for fast-growing organizations via business infras...

The customer experience is often dependent upon the broader experience of the workforce. This has several parts, 1) the human interface, 2) the value received, and 3) ongoing innovation that creates additional value and keeps the customer coming back. Check our our SKETCHNOTE of this Episode with Dan For more information reach out to Dan at: DanielEdds.com dan@praxissolutionsnp.com

In the 3rd and final part in this special series, Steve sits down with Gary Witt, the CEO of the Pabst Theater Group in Milwaukee Wisconsin. Steve and Gary, speak about how it has been to have shut down all of his venues for so long and how live entertainment goes so far beyond just entertainment for a city. It is the heart and soul of a city and greatly contributes to a city's financial economy....

As we are all aware by now, a huge amount of global workers are continuing to work their jobs from home. Thousands of workers that used to commute and work in a physical building are now hold up in their dining rooms, bedroom, dens and basements or garages, working hard to keep companies moving forward. We have a guest on today, Clare Price, that has been a WFH person most of her career and has ta...