7 FEB 2020 · Bob Roark shares his wisdom around Collaborating for Success (in the IT/CX Space), discussing: •Where things currently stand, and how we got here. •His definition of true communication, and how to best communicate with our customers- as well as within our organizations. •His top 3 pieces of advice for meeting- and exceeding- customer expectations. •The goals he'd suggest we keep at the forefront when it comes to collaborating for success in 2020. He then finishes up by sharing his opinion of/experiences with Vail Resorts.

29 JAN 2020 · Murphy Fraser shares her wisdom around the Comeback of a more personalized approach in the CX space, discussing: Why it matters, and why it's coming back NOW. How we go about delivering operationalized personalization. Some of the best ways she's found to promote alignment around a personalized CX approach. What value personalization brings to CX on a whole. (And more.) She then shares her opinion of/experiences with Delta.

13 JAN 2020 · Stacy Sherman talks about the importance of the onboarding experience What are the top 1-3 moments of the onboarding experience with the customer and the employee? How can businesses ensure a smooth onboarding experience? What are the biggest challenges to watch for? What are some areas brands can leverage to educate their teams around onboarding? Stacy then finishes off by tellings us about her experiences with Apple and Trader Joes.

23 DEC 2019 · Braeden Daly from CloudCherry and a recent CCXP certified talks about his journey in the CX space how the CCXP has helped him leverage his core skill sets. Journey to getting CCXP Certified, and WHY it was important for you to receive the Certification. How has the CCXP Certification helped you create a CX mindset within the organization? What are some challenges you had with this, and how did you overcome them? Finally, Braeden ends by telling us his story of the brand Back Country and the attention to detail they deliver in their customer interactions.

16 DEC 2019 · Mike Miller talks about challenges that are top of mind to CX professionals. He talks through the day-to-day with direct communication with customers. - What would you say are the most pivotal responsibilities you have, as a Customer Success Manager? / Where is most of your focus placed on a daily basis? - Can you give us perhaps the top 3 Customer Challenges that you've run across, and what specific solutions have you found to be the most helpful? - How do you personally go about gaining and retaining Customer Trust/ What do you find to be most helpful with this in your daily interactions? - What's a Business/brand that has wowed you with their exceptional CX? Lastly, he discusses Coldplay as the brand that wows him. Creating an experience that is unforgettable.

9 DEC 2019 · Sarah Meyerdirk from Promomash gives us a first-hand look at accountability within an organization to create great experiences. She brings to light the everyday mentality of customers first. - What's your secret sauce to winning over customers? - What challenges are the toughest you've overcome to get to this point so far? - What few things drive the biggest success in your CX journey as an org? - What was the biggest surprise with the CX champion contest? What did you love and what do you wish was different? She finishes by telling us about why Samsung gets it right with CX during the switch of the ever-important mobile device

21 NOV 2019 · Janet at Clearview Federal Credit Union gives her first-take account on how Clearview is doing CX/MX the right way. Her day-to-day and what it's like Challenges they've faced and overcome Importance of aligning the org Unique touchpoints with the member experience to make it valuable What the CX champion contest meant to them And her experiences with many local brands including Chick-Fil-A

14 NOV 2019 · Jenny talks us through how to create an employee-first culture. Where do you start? How do you change the culture? Who should be involved? How does wellness play a role in the culture shift? Jenny then tells us about an experience she had at a local Costco with a small brand distributing some yummy goods.

14 NOV 2019 · Jeanne Bliss gives real instances of businesses that run into org alignment as a gap. She talks through a framework to address it, how to approach it and why if your org is not ready, then it's not ready. She finishes by telling us experience with Virgin Hotels and her amazing experience with them Where do people start? How do you keep the project alive and engaging? What are some gaps people should avoid? How do people on the frontlines feel empowered to drive top-down alignment?

28 OCT 2019 · Nate gives us candid reality checks with implementing CX software and that patience is not needed but required. He talks about the importance of getting alignment within an organization and empowering people to make decisions. What is item 1 and 2 on the priority list if you plan to implement CX software? How can you avoid some of the challenges people face? Who should be involved in the process and how involved should they be? Nate then finishes by telling us a great story about Jersey Mikes fulfilling the experience across locations.