Science of CX

In this episode of ScienceOfCX Steve catches up with the ever busy Professor in Residence at ZOHO Corporation, Emily Sloan Pace Ph. D. Emily divulges some of the keys to CX Success in a software company as large and global as Zoho yet very customer-focused.

In, Part 2 of our Special Edition Series: 2020:The Year our Music Stopped, we get time to sit down with my cousin, AJ Pappas . AJ is a long-time veteran touring musician, having toured all over the world with Popa Chubby and now with Gary Hoey. I wanted to have an episode that touches on another aspect of what we have lost, our live music experiences, but from a musician's perspective. I think you...

In this episode of ScienceOfCX, I was sit down with Gordon Schleffer , VP of Customer Care at Magellan Health and chat about how healthcare is changing in 2020. We talk about everything from hiring, training, Work From Home, Employee Engagement and Experience to process, knowledge and technology. Listen in and join the conversation around healthcare's future.

In March of 2020, COVID-19 had escalated to National and Global Emergency Levels. Very few people are talking about how entertainment of all types stopped also, especially live music. According to NIVA , the National Independent Venue Association, there is a possibility that 80- 90% of all Independent Music Venues might close for good . This could cause a real shift in our culture as to how we exp...

In this episode of #ScienceofCX, Steve and Angela caught up with the very busy Jeanne Bliss of Customer Bliss and had a wonderful conversation about her views on Customer Experience. Jeanne is known as the Godmother of CX, so it was fitting to dig deep into her thoughts and expertise in this knowledge-filled episode. Link to Amazon for Jeanne's Books: Chief Customer Officer Chief Customer Officer...

In this episode, #StevePappas sits down with @PhilBurrows of .@Verizon and talks about how he leads the Customer Experience effort within the company's new 5G Product Line.

In this episode of Science of CX, Steve and Angela speak to Mike Rosa , owner of Anabolic Aliens an online Fitness Empire. Mike discloses many of the tools and techniques he used from Social media to a massive youtube channel to build his company, app called Exerprise and line of products. For More Info: Mike's Instagram Anabolic Aliens Mike's Twitter Anabolic Aliens Mike's Email: mike@anabolicali...

Steve sits down with Kash Kompella , CEO of RPA.ai , advising some of the biggest companies around the world in AI, Investments and M&A Advisor and author of Practical Artificial Intelligence. Our conversation covered many aspects of AI and CX that can help each listener today. For more info: http://amazon.com/author/kashyap https://twitter.com/kashyapkompella?lang=en https://twitter.com/rpa2a...

Have you ever thought about the personal touch we have lost in communicating with our clients and suppliers? In the future, let's take a lesson from the past and really "WOW" our customers, by using a Handrwrytten note instead of an email. Steve sits down with David Wachs , Handwrytten's Founder and CEO to discuss how his subscribers can make their customers and suppliers feel very special. Try th...

Steve and Angela sit down with Tom Shapiro , CEO of Stratabeat and Author of ' Rethink Your Marketing ', to discuss the qualities of the most winning companies today. The Biggest, the Boldest and the most Decisive Companies have the most wins! Listen in to the conversation and grab the golden nuggets Tom shares. Tom Shapiro

In this episode, Steve uncovers a little known secret weapon to include in your CX arsenal. Ivor Plecas of Kingdom Noel dive into aspects of the Customer Journey many have overlooked. We discuss the sociological aspects of influences and behavior. Listen in to learn more.

In this episode, Steve talks to Nir Bashan, Author of Creator Mindset, about how to add a more creative dimension into every moment of the customer journey. He describes why we need to think more creatively more today than ever before.

In this episode, Steve and Jordan break down how you can use improv techniques and training exercises to create better employee and customer experiences. Try the "Yes And" Game with your team and see some great results today.

In this episode, Steve discusses with Nate the value, the ROI, the motivators and gaming experiences.

In this episode, Steve discusses how to ensure better digital experiences for your prospects and customers with Avi Mash of Content Square, A Digital Experience Management technology company.

In this new episode, Steve and Angela discuss all of the aspects of researching and developing better personas for your CX Initiatives.

In this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.

Steve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed than ever before, being average doesn’t make it anymore. 

In this episode, Steve Pappas and BrandonTidd discuss where Sales, Marketing and CX meet in a "hub" around the Customer.

In this episode, Steve Pappas discusses with Steve Salisbury, how to look to your employees to foster positive change around CX, how to enagege the resistors and create Active Leadership Models in your business.

In this Special Edition Episode, Steve talks with Valerie McSorley, a 25 year veteran event organizer in the Contact Center and CX Space. They discuss the need for a wholesale pivot from the pre-COVID conferences to something unique online that gives folks a sharing, networking and learning platform to help move forward.

Steve interviews, Mark Smith, Ph. D, President of Kitewheel, a Boston-based Customer Journey Orchestration Hub for managing customer journeys across all business channels.

Steve's guest today is Jill Raff, as she dscusses how she began understanding Ray Kroc's CX approach when her Dad bought a McDonalds franchise. She has evolved that methodology throughout her career as she speaks and does workshops/training in The Celebrity Guest Experience.

This week Steve and Angela welcome CX thought leader, coach, keynote speaker, and author Annette Franz, to talk about designing a customer-centric culture.

This week Steve talks with Leslie O'Flahavan, owner of consulting company E-WRITE, about training our customer service reps to be great writers.