Thinking about getting the latest CX and marketing tools for your customer service agents or possibly investing in some artificial intelligence? Are you wondering whether the pandemic ended up hurting or helping digital customer experience? And just how is the recession impacting what CX decision-makers are focusing on? Or perhaps you're wondering whether interest is growing — or diminishing or even stalling — for certain CX tools or strategies. Or maybe you just want to know if others really do...
Dec 13, 2022•31 min•Season 3Ep. 7
A recession can be like preparing to go backpacking. You have to decide what you need, what’s unnecessary and what might potentially weigh you down. CX leaders have to make similar decisions to successfully trek the current economic landscape. They too have to pick and choose needs, cull waste and protect the integrity of their teams — all while serving their customers flawlessly. Tina Dobie is the chief customer officer at Calendly . In this episode, she discusses how to think about doing more ...
Nov 29, 2022•26 min•Season 3Ep. 6
Avoiding unhappy customers is what everyone wants to do, right? But listening to our most vociferous critics is not always easy because they're not going to pussyfoot around with you. According to this episode’s guest, it’s our angry, enraged customers who are our Golden Tickets to success. Shaking down happy customers about why they like you won’t help you understand areas you need to improve, says Tomas Haffenden, head of service design at Torrens University . You want to cozy up to the grumps...
Nov 15, 2022•35 min•Season 3Ep. 5
The concept of transformation has been center stage for businesses around the world for some time now, but taking a moment to reflect on what transformation actually means could radically change organizations seeking new life in turbulent times. The specter of a looming recession makes the notion of transformation even more enticing — and terrifying — to many business leaders now — especially customer experience leaders. But how do they go about analyzing where silos are blocking transformation,...
Nov 01, 2022•33 min•Season 3Ep. 4
Travis Trembath, vice president of fan engagement for the PGA Tour , is passionate about golf, customer experience and customer engagement. Having to the best golfers in the world compete under his company's brand? That's the easy part. Fan engagement, and digital customer experience, however, remains a moving target. In this episode, Trembath shares some of the ways the Tour is engaging fans through data, such as data lakes and data warehouses. He also discusses using omnichannel approaches to ...
Oct 18, 2022•26 min•Season 3Ep. 3
According to a recent Statista report, the economic impact of 5G on the U.S. gross domestic product will hit $484 billion by the year 2030. 5G is faster, more reliable, has more capacity and less latency than the previous 4G wireless technology — and has the capability of completely changing how brands and consumers will think about the internet in the future. But what exactly is 5G, how does it work and what type of impact will it have on gaming, shopping, business and customer experience? Fran...
Oct 04, 2022•27 min•Season 3Ep. 2
When it comes to CX leadership, or leadership in general, its always good to lead by example, but equally good to incentivize the behavior you want from your team.
Sep 20, 2022•41 min•Season 3Ep. 1
Want some sobering statistics for your call center? Customer service representatives between ages 20 and 34 stay on the job for an average of just over one year , according to the United States Bureau of Labor Statistics. Further, the average call center turnover rate is as high as 45% — and that's at least twice the average turnover in other departments, according to the numbers. Call centers are going through a revolution, however. Tools like AI and predictive analytics are driving automation ...
Jul 26, 2022•34 min•Season 2Ep. 18
Content is king... That was the saying marketers repeated to themselves for years. And while that sentiment still rings true, there's something more important brands must pay attention to, something that content ultimately feeds into: customer experience. Modern consumers have high expectations, and brands go to great lengths to meet — and surpass — these expectations. But that task becomes more and more challenging as we continue to market in a VUCA environment — one that's volatile, uncertain,...
Jul 12, 2022•35 min•Season 2Ep. 17
The Economist Intelligence Unit conducted a survey of 500 CMOs and found that 86% of participants believed that they would own customer experience . Six years later, has it happened? Not quite. It hasn't exactly been a full takeover of customer experience by marketing leaders. What has emerged is the concept of marketing-led customer experience. It's something Rhoan Morgan believes is and should happen in organizations. Morgan is the co-founder and CEO of DemandLab , an agency she launched in 20...
Jun 28, 2022•36 min•Season 2Ep. 16
Google Analytics has more than 85% market share, according to numbers reported by W3Techs.com . However, it has not been without its controversy this year, and big changes are coming. As of July 1, 2023, Google's Universal Analytics Platform properties will stop collecting data, and historic data will be deleted six months later. This forthcoming change has users all riled up . CMSWire's CX Decoded caught up with Brian Clifton, co-founder of Verified Data , author and former head of analytics Eu...
Jun 14, 2022•36 min•Season 2Ep. 15
According to the Marketing Technology Landscape 2022 , marketers have nearly 10,000 solutions from which to choose. OK, so maybe that's not exactly how it works. Marketers won't be browsing 10 aisles with 1,000 solutions per aisle. Fact is, though, there is an abundance of choice when it comes to deciding what powers your marketing and customer experience outcomes. Many marketers and customer experience professionals arrive at organizations when the stack's fully operational. Others have to buy ...
May 31, 2022•45 min•Season 2Ep. 14
The metaverse is certainly all the rage in 2022. Facebook changed its name to reflect this future of digital, after all, and all things digital starts with Facebook. Ok, maybe not so much. Some are even talking trillions when considering the potential of the metaverse , where physical and digital worlds combine to support an alternate reality to life on the actual planet Earth. Instead, in this next iteration of the internet, life will exist in the world of augmented and virtual reality where di...
May 17, 2022•40 min•Season 2Ep. 29
According to Deloitte, 88% of senior executives think that blockchain technology will eventually achieve mainstream adoption. Worldwide spending on blockchain solutions is forecast to top $17.9 billion by 2024 and will grow at a compound annual growth rate (CAGR) of 46.4%, according to data from IDC . With that said, we’re seeing a lot of hype around the evolution of Web3 and how Web 2.0 will be a distant memory. So how do you sort the truth from the hype? In this episode of CX Decoded , Travis ...
May 03, 2022•41 min•Season 2Ep. 28
In 2021, 44.5% of organizations worldwide revealed that they perceive customer experience (CX) as a primary competitive differentiator. But are they really customer-centric? Are they building out experiences with that central focus on customers? Debbie Qaqish watches these company trends in how they treat customer experience closely. The principal and chief strategy officer with the Pedowitz Group authored the book From Backroom To Boardroom: Earn Your Seat With Strategic Marketing Operations. S...
Apr 19, 2022•40 min•Season 2Ep. 27
Sean Albertson, head of client experience measurement and analytics with Charles Schwab, began his CX journey on the front lines in contact centers in the mid-1990s. He managed service teams, quality and training programs, and created knowledge management tools early in his career. Moving into this century, Albertson began to place a focus on surveys, analytics and market research. He continued to expand his influence through the early 2000s to improve customers’ experiences in roles across mark...
Apr 05, 2022•46 min•Season 2Ep. 26
Customer experience professionals often turn to surveys to measure customer feedback. But what are your surveys telling you? Multiple-choice answers provide data, for sure, especially when scaling feedback from hundreds of customers. But do you know how customers truly feel when they leave an interaction with your brand, no matter the channel? Luis Angel-Lalanne, vice president, Customer Voice for the Global Services Group at American Express, told CMSWire in the latest episode of CMSWire's CX D...
Mar 22, 2022•31 min•Season 2Ep. 25
According to the CMSWire State of Digital Customer Experience 2021 report, there is a growing body of research and anecdotal evidence to suggest the positive impact good employee experience (EX) has on customer experience, particularly in high-touch sectors. Around three quarters of respondents view digital employee experience as being “very important” or “moderately important” for digital customer experience, but this rises significantly to 91% for respondents with tools “working well," accordi...
Mar 08, 2022•31 min•Season 2Ep. 24
Traditional linear customer journeys are being transformed into endless decision loops. This creates big challenges for marketers, and Customer Data Platforms (CDPs) are one answer to that complex situation. According to reports in the CMSWire CDP Market Guide , the CDP industry was projected to reach $1.55 billion in revenue by the end of 2021. It’s a 20% increase over 2020 revenue. CDP vendors based in the Americas account for 47% of companies in the industry, 59% of the industry workforce and...
Feb 22, 2022•27 min•Season 2Ep. 23
Scott Brinker has had his eyes on the marketing technology landscape for decades. As author of the Chief Marketing Technologist blog and creator of the Martech Supergraphic, Brinker often notes growing trends in martech. One of his emerging trends is low- and no-code tools. Gartner estimated that enterprise low-code application platforms will be 65% of all app creations within the next five years, and the worldwide low-code development technologies market was projected to total $13.8 billion in ...
Feb 08, 2022•35 min•Season 2Ep. 22
The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today. And companies need help. In fact, only 11% of organizations say they currently understand customer behavior well, according to the CMSWire State of Digital Customer Experience. About 56% say they moderately understand customer behavior, and 33% say they either understand customer behavior poorly or that the...
Jan 25, 2022•45 min•Season 2Ep. 21
Poor and failed brand, marketing and service experiences can naturally make or break a brand in what many call the experience economy. Customers can be creeped out as a function of personalized online marketing. Customers can have perceptions of dark/negative brand personalities. Brands need to consider being authentic and sincere and engaging in storytelling as a premium service. Not just for the sake of storytelling, but because that's backed up by your internal mission where employees buy int...
Jan 11, 2022•39 min•Season 2Ep. 20
Amy Shioji, SVP of strategy and customer experience at Strategic Education, the parent company of Capella and Strayer Universities joins the CX Decoded podcast to talk about her multi-pronged approach to customer experience is helping students meet their goals.
Dec 14, 2021•41 min•Season 2Ep. 19
Like all other customer experience practitioners over the last 20 months, Holly O'Neill has faced her share of challenges in her role as Bank of America's president of retail banking. Today she joins the CX Decoded podcast to share the lessons learned while delivering highly personalized experiences for users both online and in-person.
Nov 30, 2021•35 min•Season 2Ep. 18
In the world of digital CX software, Tom Wentworth's been there, done that. Wentworth, now the chief marketing officer for cybersecurity company Recorded Future, Wentworth caught up with the CX Decoded Podcast to discuss marketing tactics, marketing leadership and his view on the evolution of the digital customer experience software space.
Nov 16, 2021•38 min•Season 2Ep. 1
In this episode of CX Decoded Podcast , Stephanie Moritz, chief marketing and communications officer at the American Dental Association (ADA), talks about the challenges and opportunities brought on by the pandemic. And now, the hard work begins again, as marketing leaders take on the new challenge of leading teams in a hybrid working world that is still on many levels grappling with the pandemic.
Aug 24, 2021•42 min•Season 1Ep. 16
Google's made some big moves regarding third party cookie tracking and one organization that has been an outspoken critic of Google's post third-party cookies plans is Marketers for an Open Web (MOW). In this episode, James Rosewell, director of MOW, shared his thoughts and his group's concerns with the tech giant's plans and offers alternatives to support what his group feels is a more open web.
Aug 10, 2021•38 min•Season 1Ep. 15
There is a lot going on in the world of B2B marketing and a growing list of challenges. If you’re a marketer, there’s a clear delineation between your target audience, you’re either marketing to another business or to a consumer. And those segments comes with some extraordinarily different needs and approaches. Tim Greulich, managing director at Deloitte Digital, has been laser-focused on B2B marketing strategies, producing research on the topic and, with his colleagues, coming up with some key ...
Jul 27, 2021•36 min•Season 1Ep. 14
Most organizations strive to have an excellent customer service program. Or we hope, at least. But it's one thing to talk about strong customer experience, and it's certainly another to act on it and measure it, especially in terms of how it adds value to the company proving ROI. Measuring CX and its return on investment still remains a challenge today. According to data from CMSWire's State of Digital Customer Experience 2021 report CX leaders are not satisfied with their ability to quantify th...
Jul 13, 2021•31 min•Season 1Ep. 13
Marketing like many other disciplines went through a year of duress in 2020. COVID-19 had a major impact on businesses everywhere: brand loyalty, marketing strategies, budgets, brand messaging, striking the right tone. Everything was up-ended, not to mention the move to remote work and job losses for marketing teams. And on top of that, simply worrying about the health and well-being of family, friends and co-workers. There's hope, though. Global vaccinations are in effect. And marketers are sho...
Jun 29, 2021•34 min•Season 1Ep. 12
