Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. But it really is.

B2B 95

B2B B2C Customer Centricity Sports 95

Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. Tom teaches us everything we need to know in the podcast below. Customers can sense this.

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

Kustomer

APRIL 15, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by guests Matt Dixon from Tethr and Vikas Bhambri from Kustomer to discuss Matt’s most recent research on over one million customer service phone calls. Listen to the full episode to learn more.

Contact Center 92

Contact Center Call Center Travel Insurance 92

Kustomer

APRIL 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Kris Featheringham to uncover the secrets to human-centered design. Listen to the podcast below to discover how Kris combines both UX and CX to provide the ultimate tailored experience.

Hotels 87

Hotels Innovation Sports Average Handle Time 87

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Kustomer

NOVEMBER 5, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Vikas Bhambri, Rob Young, and Jamie Whited to discuss different tactics to make CX teams successful during challenging times. Navigating CX. Three Methods to Drive CX Success.

Innovation 52

Innovation Customer Service Leadership Consulting 52

Kustomer

NOVEMBER 5, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Vikas Bhambri, Rob Young, and Jamie Whited to discuss different tactics to make CX teams successful during challenging times. Navigating CX. Three Methods to Drive CX Success.

Innovation 52

Innovation Customer Service Leadership Consulting 52

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent?

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Kustomer

JULY 23, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Sergio Frias joins Gabe Larsen to discuss the Be NICE platform ; a process that companies can use to improve their customer experience. He worked at Supply Chain for a while, and that’s where his passion for CX started.

Customer Experience 52

Customer Experience Customers Customer Service Insights 52

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Learn how Annette accomplishes this by listening to the podcast below. Improving CX Through Company Assessment.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

Kustomer

MAY 28, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Blake Morgan joins Gabe Larsen to discuss the importance of focusing on the customer and its role in attracting more customers. Listen to the full episode below. The Customer and Company of the Future.

Culture 52

Culture Books Customers Competitive Advantage 52

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? What resonates most?

NPS 40

NPS Measurement Net Promoter Score Customer Satisfaction 40

Oracle

JANUARY 11, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Download the report here.

Sales 55

Sales Competitive Advantage 2020 Culture 55

Kustomer

DECEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jeanne Bliss to discover what it means to be a customer-centric company and to discuss how companies succeed when their employees are trusted and given room to grow.

Airlines 98

Airlines Books Hospitality Customer Service 98

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. Listen to the full podcast to learn more. Enhancing CX with Automation.

Contact Center 105

Contact Center Omnichannel Consumers Article 105

Kustomer

JULY 22, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by CMO of Unbabel, Sophie Vu. Sophie has years of experience in the CX realm and shares her secrets to keeping up with the modern customer by moving beyond language barriers.

Customer Satisfaction 98

Customer Satisfaction Customers E Commerce Brands 98

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. Repeatedly named on top CX expert lists over the years, including ICMI and others. CX Accelerator. KEY TAKEAWAYS.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

Kustomer

SEPTEMBER 23, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by the Director of Customer Service at McKesson, Kenny Middlebrooks. Kenny’s a CX expert and is on a mission to help leaders simplify their CX in complex situations.

Customer Experience 105

Customer Experience Customers Leadership Technology 105

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. Or, listen on: Apple Podcasts. Google Podcasts. PLAY AND SUBSCRIBE.

Culture 59

Culture Communication Employee Experience Connections 59

Kustomer

JULY 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by Darryl Addington from Five9 to learn about integrating cloud support and AI into the CX space. Tune into the episode to learn more. Would the human race be eradicated?

Contact Center 98

Contact Center Consumers Technology Innovation 98

Kustomer

AUGUST 27, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Vikas Bhambri, SVP of Sales and CX at Kustomer, 20 year CRM Contact Center Lifer, and Gabe’s partner in crime to make a big announcement. How Has the Economy Changed. The Value of Self-Service.

Retail 52

Retail Contact Center Consumers Brands 52

Kustomer

DECEMBER 16, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by James Dodkins , who is a retired heavy metal rockstar and CX expert. His experiences touring the world ignited his passion for helping businesses show up for their customers.

Measurement 98

Measurement Customer Success Communication Customer Experience 98

Kustomer

JUNE 11, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Omar Pera, CEO at Reply AI, joins Gabe Larsen to discuss how to use artificial intelligence to make customer service faster and smarter. Listen to the full podcast episode below. Omar’s background is in solar engineering.

Customer Service 52

Customer Service Customers Download 2015 52

Kustomer

OCTOBER 15, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Brad Birnbaum , Lauren Pragoff , and Matt Dixon in a virtual summit to discuss developing customer loyalty through achieving effortless customer experiences.

Management 52

Management Technology Customer Service Communication 52

Kustomer

JUNE 24, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas unearth the top problems facing CX leaders in the modern environment. Listen to the full episode to learn tips and tricks from these experienced hosts. . Don’t do this. Find a way to do it real time.

B2C 87

B2C B2B Events Interaction 87

Kustomer

JUNE 24, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas unearth the top problems facing CX leaders in the modern environment. Listen to the full episode to learn tips and tricks from these experienced hosts. . Don’t do this. Find a way to do it real time.

B2C 59

B2C B2B Events Interaction 59

Kustomer

APRIL 30, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Adrian Swinscoe joins Gabe Larsen to discuss his philosophies and strategies for improving the customer service experience. Listen to the full episode below. What is Punk CX? Connecting Strategy with Business Objectives.

Customer Service 64

Customer Service White Paper Books Connections 64

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Episode Transcript Sofia: Hello and welcome, everyone. Thanks for watching.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83