West Monroe

JANUARY 2, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. I want to kickstart our conversation today with something that we like to ask everyone on our podcast–what does digital mean to you? ” Data is the lifeblood of digitalization. What does that mean?

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West Monroe

JANUARY 2, 2023

Apple Podcasts. Google Podcasts. I want to kickstart our conversation today with something that we like to ask everyone on our podcast–what does digital mean to you? I think digital is the possibilities and innovation at the intersection of data, technology, and the human experience. Group Copy. Twitter icon.

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West Monroe

MARCH 6, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Our host, Rissa Reddan, shares her takeaways from the 14 episodes and previews what’s in store for Season 2 of This is Digital. She directly leverages her entrepreneurial spirit and background to innovate and lead.

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West Monroe

MARCH 6, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Our host, Rissa Reddan, shares her takeaways from the 14 episodes and previews what’s in store for Season 2 of This is Digital. Created with Lunacy Twitter icon Created with Lunacy printer copy Created with Sketch.

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2023 2022 E Commerce Innovation 52

Beyond Philosophy

JANUARY 8, 2021

We encountered an interesting question that I shared on a recent podcast , and I thought I’d ask it here as well. I recommend you determine the value drivers for both your physical and digital experiences, both pre-and post-pandemic. It is not often in life that you get the opportunity to reset things.

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West Monroe

NOVEMBER 14, 2022

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. About the episode Execs from Health Alliance Plan of Michigan open up about their digital transformation. From the customer's perspective, how do we understand everything about any one of our patients or one of our members?

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Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. There are a few reasons for this result.

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Net Promoter Score NPS Insurance Consulting 150

CloudCherry

JANUARY 16, 2020

With her extensive experience in many, varied CX roles, Stacy offers a uniquely holistic perspective you can’t help but appreciate. You can find this interview, and many more, by subscribing to ‘ The Sweets of CX’ Podcast on iTunes. But, not to worry. On this week’s ‘Sweets of CX ’ Episode, we brought in expert Stacy Sherman.

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Gainsight

DECEMBER 12, 2023

But don’t take our word for it—listen to Adam Avramescu , VP of Customer Education at Personio, co-host of the CELab podcast , and author of Customer Education: Why Smart Companies Profit by Making Customers Smarter. That means thinking beyond simple trainings or forums to include a broad, organization-wide digital customer success motion.

Customer Success 52

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Beyond Philosophy

NOVEMBER 5, 2020

We discussed Negativity Bias on a recent podcast. From an evolutionary psychological perspective, which is about the survival of the species, it makes sense. From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense. Probably more than one.

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GetFeedback

JANUARY 21, 2019

Audio/Podcasts. Podcasts should be 15-30 minutes in length. I don’t mind the length of a podcast as long as I’m interested in the subject. So how do you gather the customer insight you need? Customer surveys. Survey fatigue can affect the quality of the response as well as the total number of surveys you get back. Blog posts.

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Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. The Five Rules for Designing a Great Digital Experience. Humanize technology.

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Gainsight

APRIL 12, 2024

From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). The answer: Digital Customer Education (CE). Customer Success is paramount in driving product adoption. Your IDs or CSMs?

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West Monroe

OCTOBER 10, 2022

Apple Podcasts. Google Podcasts. Welcome to This Is Digital, a new podcast from West Monroe. The time to be digital is now, and this series will bring you actionable insights and real stories to apply to your organization. Casey, from your perspective, who should be listening to this podcast?

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Experience Investigators by 360Connext

MAY 27, 2015

The first person in the world to have the title Chief Content Officer, Ann Handley is a veteran of creating and managing digital content. That’s why I was so excited when Ann graciously agreed to be a guest on the Crack The Customer Code podcast , which I co-host with Adam Toporek. Want a full workup on her? I love this one!).

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Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Here is what we offered our fake restaurant client. Here is what we offered our fake restaurant client. Another example is Netflix.

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Customer Experience Consulting Hotels Customers 177

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

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West Monroe

OCTOBER 11, 2022

Apple Podcasts. Google Podcasts. Taco Bell was a traditional QSR brand until CEO Mark King led it down the path of digital transformation. Find out why Taco Bell wants to become a 100% digitally led consumer brand – and what digital has done for its bottom line. When you go to digital, what does that mean?

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Beyond Philosophy

JULY 24, 2019

We discussed Facebook on a recent podcast and the implications of privacy violations for their users. Of course, it makes sense from their perspective. Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Furthermore, I believe this could lead to their downfall.

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CSM Magazine

FEBRUARY 28, 2024

As Sabio expanded, we welcomed new teams through acquisitions, each bringing unique expertise and fresh perspectives. You can watch Andy Roberts’ entire interview on the Get out of Wrap podcast here. The Value of Collaboration One of the most rewarding aspects of my journey has been witnessing the power of collaboration.

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Leadership 2024 Innovation 2017 52

Beyond Philosophy

JANUARY 19, 2022

If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). We hosted an expert on a recent podcast to tell us how the metaverse will change brand marketing. AR enhances your physical world with a digital layer. A good example would be the Pokémon Go game.

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Entertainment Books Technology Interaction 88

Beyond Philosophy

FEBRUARY 19, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We often mention getting inside the head of your customer and looking at the experience from their perspective. A lot of the behavioral sciences can feel intimidating. Executives live by numbers.

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Engagement Consulting Financial Customer Experience 78

Beyond Philosophy

MAY 23, 2019

We discussed friction’s effect on Customer Experience in a recent podcast. Many organizations struggle with reducing friction for two main reasons, per Dooley: Organizations don’t observe customer behavior, either in person at retail locations or digitally for online transactions. These moments are what we call “friction.”

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Beyond Philosophy

NOVEMBER 1, 2019

We talked about how habits form and understanding your customers’ habits in a recent podcast. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. These two systems help us understand habits and habit formation. . Defining Habits and Triggers. A habit is an automatic action.

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Airlines Insurance Books Travel 140

Beyond Philosophy

OCTOBER 15, 2020

Lewis Carbone, a Customer Experience management expert, speaker, and founder of ExpereinceEngineering , was on a recent podcast to discuss how to get inside the customer’s mind and move to this next level of Customer Experience Management. Customer Experience , like everything else in the world, is changing.

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Hotels Customer Experience Management Books Consulting 131

Beyond Philosophy

NOVEMBER 19, 2020

I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading. We hosted him to discuss this on a podcast not long ago. So, me, you know. So, allow me to introduce my other colleagues.

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Beyond Philosophy

APRIL 14, 2022

So, I reached out to Zendesk to get their take on the report and invite them onto our podcast. He says you can address these stats from each perspective. . I highly recommend reading the entirety of the CX Trends Report. 23% said they are looking to drive stronger relationships. So, I always like to reverse stats like this last one.

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Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast.

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Beyond Philosophy

JULY 11, 2019

We explored how we retrieve these memories at the moment of decision in a recent podcast. We’ve talked about memory from several different perspectives because it’s an important topic and area for research. When we buy things, our memory generates the choice set that we have under consideration.

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Consulting Customer Journey Connections Loyalty 119

ChurnZero

MAY 3, 2022

A keynote speaker, business author and host of “The Modern Customer Podcast,” Blake Morgan approaches CS from a customer experience perspective—making this one of the best CS YouTube channels for learning to see things through your customer’s eyes. 1: SuccessHACKER. 1: SuccessHACKER. 3: Winning By Design.

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Customer Success Customer Journey Mapping Customer Centricity Leadership 98

C Space

FEBRUARY 11, 2020

Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. Who are the people finding new ways to bring customers, ideas, and different perspectives into companies? We launched the Outside In podcast to answer these questions. Charles Trevail. CEO at C Space.

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Net Promoter Score Customer Centricity 2005 Banking 52

Beyond Philosophy

JANUARY 19, 2023

I bring up my mad scribbling habit because our podcast listener, Jason Bradley, wrote in with a pickle asking us, “how do I decode when a customer has mentally decided to buy?” In this mindset switch, our perspective changes from deliberative to implementive. ” So I also wanted to share my answer here with you.

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Fashion Consulting Customers Travel 78

Beyond Philosophy

MAY 12, 2022

I invited her to the podcast to continue our discussion and wanted to share some of that insight here. . Fleischaker’s example shows a company interpreting that data using a behavioral science perspective. . Customer Science is an exciting new variant of Customer Experience. It Starts with Customer Science.

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Kustomer

JANUARY 6, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Erika Putinsky from Mailchimp to discuss what it takes to make CX exceptionally great. Tune in below to learn more from this exciting episode! Tune in below to learn more from this exciting episode!

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Beyond Philosophy

JULY 29, 2021

We talked about these five rules on a recent podcast. We hosted a podcast recently with two guests, behavioral scientists Anne Wilson, Ph.D., So, today I want to talk about ensuring that your implementations of the behavioral sciences works for your business and the five rules that will help you do that. How can I apply this?

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Customer Bliss

JULY 7, 2016

That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges. Martin has worked to enable the organization to “look at everything from the donor perspective.” Fearlessly, with no holds barred.

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Kustomer

OCTOBER 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Danilo Pozo from Cisco to learn about lifecycle management and being the customer’s number one supporter. When you come into Customer Experience, it’s about how you go through the journey with them.”.

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