https://www.spreaker.com/podcast/talking-cx--3576543enBusinessCopyright Robin Millerhttps://d3wo5wojvuv7l.cloudfront.net/t_rss_itunes_square_1400/images.spreaker.com/original/369757a1b620b2d4ff1f568d1383ce67.jpghttps://www.spreaker.com/podcast/talking-cx--3576543Wed, 07 Feb 2024 05:21:39 +0000Robin MillerRobin Millerfeeds@spreaker.comThis is the place to hear and share stories of what doing CX right looks like in real life.cleanepisodichttps://www.spreaker.com/episode/tales-from-the-front-lines--58594372a5beab89-5ee5-4a99-bf83-5056f136bc56Tue, 06 Feb 2024 22:03:06 +0000Robin MillerScott Gilbey, the Experience Handyman, brings decades of experience in increasing leadership roles. In the past two years he has injected himself into the front line of companies he admires such asLow es, Delta Airlines, Home Depot, Ace Hardware and...2341clean51fullhttps://www.spreaker.com/episode/allison-s-ivrs--57369686

Find more Allison demos here 

If you want to learn how to program in VXML you can find that here  (VXML is a programming language that allows you to build voice IVR’s like XML websites and even align your IVR and your website)

For those old enough to remember here is Seinfelds Kramer Moviefone Man IVR Auto Attendant 

And finally one of my favorite IVR comedy sketches 

]]>78ee54b6-7110-4523-835e-97720218655cTue, 24 Oct 2023 01:17:04 +0000Robin MillerSmall businesses often fight to capture and sustain customer attention against huge global giants with thousands of employees and millions of dollars or pounds, yen, yuan or riyal to invest. But it is often the small and unexpected things that makes...

Find more Allison demos here 

If you want to learn how to program in VXML you can find that here  (VXML is a programming language that allows you to build voice IVR’s like XML websites and even align your IVR and your website)

For those old enough to remember here is Seinfelds Kramer Moviefone Man IVR Auto Attendant 

And finally one of my favorite IVR comedy sketches 

]]>2554clean3fullhttps://www.spreaker.com/episode/one-small-thing-simply-noted--56123566Simply Noted , an amazing company and solution that we think every small business (and a lot of larger ones) should use. Simply Noted, with 400,000 website users per month, provides a powerful, low cost but high impact AI experience - a transformation solution providing handwritten notes.Highlights

• Rick's spectacular personal journey from University Arizona football player to an MBA who founded a tech startup.
• How handwritten notes transform experiences.
• Some of the robot, machine learning and artificial intelligence innovations, including 6 pending patents, that Simply Noted has pioneered.
• How people who receive a printed pseudo hand written note know that it isn’t real and the impact on their customer perceptions.
• What Simply Noted does to avoid all these issues.

read more here]]>10051391-47a0-46bd-afe6-1c8d6e93921cMon, 17 Jul 2023 03:19:14 +0000Robin MillerWhat if a robot could help you as a business owner do one small customer experience thing? And what if that thing was a very human and personal experience for your customers...one that's associated with a time long before email conquered the...Simply Noted , an amazing company and solution that we think every small business (and a lot of larger ones) should use. Simply Noted, with 400,000 website users per month, provides a powerful, low cost but high impact AI experience - a transformation solution providing handwritten notes.Highlights

• Rick's spectacular personal journey from University Arizona football player to an MBA who founded a tech startup.
• How handwritten notes transform experiences.
• Some of the robot, machine learning and artificial intelligence innovations, including 6 pending patents, that Simply Noted has pioneered.
• How people who receive a printed pseudo hand written note know that it isn’t real and the impact on their customer perceptions.
• What Simply Noted does to avoid all these issues.

read more here]]>1846clean42fullhttps://www.spreaker.com/episode/one-small-thing-kams-auto--52994874

How transforming their customer waiting area can transform your customer experience

The more recent impacts of texting to share inspections and approve required repairs (and soon upcoming, ‘pay by text’)

Why sometimes your customer just needs a ride home while their vehicle is being repaired

The power of outsourcing to allow you to focus on what really matters

How keeping a customer’s repair history available to them at any time, for example when they go to sell the vehicle, can cement customer loyalty.

How their partnership with Napa has enabled their and supported their customer experience transformation.

Resources]]>9b99b387-2d8d-47a3-9ae8-8bb55520d573Mon, 13 Feb 2023 23:00:00 +0000Robin MillerKicking off our 2023 series One Small Thing - What Small Businesses do that impacts their customer and business results - is KAMS Auto, a family owned small business in Acworth GA. Co-founder Shannon Stahl describes the journey from the humblest of...

How transforming their customer waiting area can transform your customer experience

The more recent impacts of texting to share inspections and approve required repairs (and soon upcoming, ‘pay by text’)

Why sometimes your customer just needs a ride home while their vehicle is being repaired

The power of outsourcing to allow you to focus on what really matters

How keeping a customer’s repair history available to them at any time, for example when they go to sell the vehicle, can cement customer loyalty.

How their partnership with Napa has enabled their and supported their customer experience transformation.

Resources]]>2009clean31fullhttps://www.spreaker.com/episode/cx-around-the-world-benelux-part-2--52993837Find Resources Here]]>9d6dc89b-be8f-4d59-8c77-e14bf4e3e2b7Sun, 02 Oct 2022 20:09:00 +0000Robin MillerWe return with Nicolette Wuring, respected European CX practitioner leader and author of Customer Advocacy, a critical bok in the library of any CX passionate. Nicolette shares more stories about CX in her region. Plus - all you need to know about...Find Resources Here]]>2252clean36fullhttps://www.spreaker.com/episode/cx-around-the-world-benelux-part-1--52995105Find resources]]>bf8cf6ef-eda1-4d1d-a7f6-a1f98908c8cfWed, 17 Aug 2022 03:54:06 +0000Robin MillerJoin us and our guest Nicolette Wuring in a new episode from the CX Around The World series. She is from the Netherlands and is the author of Customer Advocacy, a must read for any CX professional.From her earliest career as a flight attendant to her...Find resources]]>1569clean35fullhttps://www.spreaker.com/episode/cx-around-the-world-central-africa--52994798Georges Essama serves as Head of Customer Relations at CamTel (Cameroon Telecommunications) where he has worked for 12 years in a variety of roles. Georges also serves on the CXPA Africa Regional Leadership Council. Join us as Georges shares real life stories from beautiful Cameroon in Central Africa.Find Resources]]>d14c3492-bff3-41d8-bc95-80b9ce53f04fFri, 17 Jun 2022 06:26:00 +0000Robin Millerhttps://www.linkedin.com/in/georgesessama/a serves as Head of Customer Relations at CamTel (Cameroon Telecommunications) where he has worked for 12 years in a variety of roles. Georges also serves on the CXPA Africa Regional Leadership Council. Join...Georges Essama serves as Head of Customer Relations at CamTel (Cameroon Telecommunications) where he has worked for 12 years in a variety of roles. Georges also serves on the CXPA Africa Regional Leadership Council. Join us as Georges shares real life stories from beautiful Cameroon in Central Africa.Find Resources]]>3316clean34fullhttps://www.spreaker.com/episode/cx-around-the-world-singapore--52995159Find Resources Here]]>64b9989a-8e31-43a0-b9d6-de75891fe4a3Tue, 22 Mar 2022 03:46:17 +0000Robin MillerNeal Burge is the founder and CEO of Cognopia, a renowned leader in data driven transformation. With 11 years residency in Singapore he joins us to discuss his outside in view on how Singapore culture and customs drives best CX practices and makes CX...Find Resources Here]]>2171clean33fullhttps://www.spreaker.com/episode/cx-around-the-world-central-europe-top-5-trends-for-2022--52995177

Real time cx analytics

Problem solving matter more than ever

Omnichannel is not an option

Hyper personalization

The rise of Employee Experience

Find Resources Here]]>91461319-9960-4e68-8707-c5d4f99da3efFri, 25 Feb 2022 06:00:00 +0000Robin MillerIn the second of this two-part series Gürol Kurt discusses the Central Europe based AlternaCX report on the 5 top trends that every CX Professional would be wise to pay close attention to in 2022.Whether familiar or relatively new, each trend will...

Real time cx analytics

Problem solving matter more than ever

Omnichannel is not an option

Hyper personalization

The rise of Employee Experience

Find Resources Here]]>2465clean32fullhttps://www.spreaker.com/episode/cx-around-the-world-central-europe-pt-1--52994761Find Resources Here]]>6b32b451-078d-4a40-9570-9ea9b21ee313Tue, 01 Feb 2022 22:51:00 +0000Robin MillerIn the first of this two part series with Gurol Kurt, founder of Alterna CX, we discuss real world CX stories of Central European companies and Gurol's approach to CX Strategy. He explains how CX in Central Europe differs from the US and yhe lessons...Find Resources Here]]>2346clean31fullhttps://www.spreaker.com/episode/2021-cx-challenges-roi-measurements--52995053info@talkingcx.com, send us a voicemail or drop us a line by clicking on Contact in our menu. .In Part 3 of this series Jeff, Graham and focus on the science of measurement and how it helps organizations define priorities and maximize ROI and prioritize the right initiatives. Find Resources Here]]>123279c1-3ee9-40a0-b61a-23e9139508ddThu, 11 Nov 2021 01:30:00 +0000Robin MillerWe're excited to bring you the last of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. These three challenges were in the top 10 of our 2021 CX challenges...info@talkingcx.com, send us a voicemail or drop us a line by clicking on Contact in our menu. .In Part 3 of this series Jeff, Graham and focus on the science of measurement and how it helps organizations define priorities and maximize ROI and prioritize the right initiatives. Find Resources Here]]>3618clean26fullhttps://www.spreaker.com/episode/2021-cx-challenges-cx-prioritization-roi-feat-jeff-sheehan--52993876Jeff Sheehan's new book to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and measurements. Send us a message if you'd like a free copy!In Part 2 of this series Jeff discusses the dangers of CX burnout, and the pitfalls of setting the CX ROI bar too high.Find Resources Here]]>db7aff2d-02ab-4d80-aeae-50a305654ba0Thu, 14 Oct 2021 09:00:00 +0000Robin MillerWe are giving away https://www.amazon.com/Customer-Experience-Management-Field-Manual-ebook/dp/B0992GRMBY to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and...Jeff Sheehan's new book to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and measurements. Send us a message if you'd like a free copy!In Part 2 of this series Jeff discusses the dangers of CX burnout, and the pitfalls of setting the CX ROI bar too high.Find Resources Here]]>1847clean25fullhttps://www.spreaker.com/episode/2021-cx-challenges-cx-prioritization-feat-jeff-sheehan--52994807Find Resources Here]]>d1706964-e7cd-48e7-b21f-b2cccc1ad974Mon, 30 Aug 2021 21:57:06 +0000Robin MillerWe're excited to bring you the first of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. And we're celebrating this occasion by giving away 10 free copies of...Find Resources Here]]>2322clean24fullhttps://www.spreaker.com/episode/2021-cx-challenges-the-key-to-employee-understanding--52995149Find Resources Here]]>5128a04c-ef21-4d33-a903-407575d5bdb9Mon, 12 Jul 2021 05:08:27 +0000Robin Miller2021 is the year that understanding the employee experience has become a front and center concern for many organizations. In a post-Covid world it's more critical than ever for employers to understand what their unique group of employees need and how...Find Resources Here]]>2383clean22fullhttps://www.spreaker.com/episode/cx-challenges-ensure-deep-enough-customer-understanding--45040763https://www.talkingcx.com/record-voice-message/ ) *that either stumps or challenges Graham and if Robin uses yours Graham will buy you a CX book of your choice (he says as long as he can buy it on Amazon!). An other exciting opportunity to "Join the CX conversation"*

"

"Ensure Deep Enough Customer Understanding" was prioritized in our top 2 CX Challenges survey results for the 2nd year in a row.

Hear the answers to these and many more questions

- What do we mean when we say Customer Understanding?

- Why is it important?

- What CX techniques represent that understanding?

Find related resources here ( https://www.talkingcx.com/podcast/cx-challenge-2021-customer-understanding/ )]]>e2252a64-3718-4366-8625-61410a82d5ccTue, 25 May 2021 22:55:27 +0000Robin Miller*Get a free CX book of your choice, shipped to you.* *Click here to leave us a voice message* ( https://www.talkingcx.com/record-voice-message/ ) *that either stumps or challenges Graham and if Robin uses yours Graham will buy you a CX book of your...https://www.talkingcx.com/record-voice-message/ ) *that either stumps or challenges Graham and if Robin uses yours Graham will buy you a CX book of your choice (he says as long as he can buy it on Amazon!). An other exciting opportunity to "Join the CX conversation"*

"

"Ensure Deep Enough Customer Understanding" was prioritized in our top 2 CX Challenges survey results for the 2nd year in a row.

Hear the answers to these and many more questions

- What do we mean when we say Customer Understanding?

- Why is it important?

- What CX techniques represent that understanding?

Find related resources here ( https://www.talkingcx.com/podcast/cx-challenge-2021-customer-understanding/ )]]>1632cleanfullhttps://www.spreaker.com/episode/2021-cx-challenges-survey-results--43921826
Find related resources here: https://www.talkingcx.com/podcast/2021-cx-survey/]]>88c07daa-44f4-4fbe-85db-fe4271b3a7c1Mon, 15 Mar 2021 21:57:00 +0000Robin MillerThis is the 3rd year that Customer Results has conducted a global survey to identify and rank the priority of CX Challenges that we are facing. The report is packed with insights, quotes from the community and, this year, some action thought starter...
Find related resources here: https://www.talkingcx.com/podcast/2021-cx-survey/]]>1870cleanfullhttps://www.spreaker.com/episode/cx-measurement--40888647 
Hear how Voice of Analytics (VoA) is transforming Voice of Customer (VoC) feedback and the importance of Operating and Financial metrics in truly delivering CX leadership.  ]]>talkingcx.podbean.com/27825006-461c-388e-807d-68e1562e9e3aSun, 13 Sep 2020 23:46:41 +0000Robin MillerYou  cant improve what you dont measure and you cant understand if you cant listen. Graham and Robin discuss the importance of measurement in delivering world class CX. Listening to your customers, analyzing what they tell you for insights and acting... 
Hear how Voice of Analytics (VoA) is transforming Voice of Customer (VoC) feedback and the importance of Operating and Financial metrics in truly delivering CX leadership.  ]]>2018cleanfullhttps://www.spreaker.com/episode/cx-tech-design-delivery-and-measurement--40888648 
Graham and Robin discuss key trends and key technologies in this fast moving arena. ]]>talkingcx.podbean.com/3cede191-28ce-320f-b07a-6e631d49a9d1Sun, 13 Sep 2020 23:43:49 +0000Robin MillerThe CX Tech Stack (the elements of your Enterprise Tech Stack that enables Customer Experience) is a key part of efficiently and effectively designing, delivering and measuring and improving CX, especially at Scale.   Graham and Robin discuss key... 
Graham and Robin discuss key trends and key technologies in this fast moving arena. ]]>1847cleanfullhttps://www.spreaker.com/episode/experience-design-where-the-customer-journey-meets-your-business-operating-model--21521533Graham and Robin discuss how that is done in the real world and continue the mortgage application theme they started last time by comparing and contrasting fast growing Rocket Mortgage with a Credit Union Mortgage Application example and why both are just perfect, for different Customer personas. ]]>talkingcx.podbean.com/b364bcc8-b9c8-56e6-9406-63e22260d052Thu, 09 Jan 2020 22:27:21 +0000Robin MillerOnce you understand your customer needs, probably defined in a Customer Journey including the most important moments and interactions it is time to Design Your Experiences.  Graham and Robin discuss how that is done in the real world and continue the...Graham and Robin discuss how that is done in the real world and continue the mortgage application theme they started last time by comparing and contrasting fast growing Rocket Mortgage with a Credit Union Mortgage Application example and why both are just perfect, for different Customer personas. ]]>1536cleanfullhttps://www.spreaker.com/episode/cx-science-podcast-6-how-your-business-operating-model-delivers-your-experiences--21290901Graham and Robin discuss these elements in the context of the mortgage application  scenario they have been using for the past few podcasts.]]>talkingcx.podbean.com/77107502-d08b-56db-9b75-33ca78ea3ac3Thu, 02 Jan 2020 21:01:13 +0000Robin MillerYour Business Operating Model is the interaction channels, people, organizations, processes, technology, data and partner ecosystems that actually deliver your customer experiences. Graham and Robin discuss these elements in the context of the...Graham and Robin discuss these elements in the context of the mortgage application  scenario they have been using for the past few podcasts.]]>1451cleanfullhttps://www.spreaker.com/episode/the-art-of-knowing-your-customer--20274358talkingcx.podbean.com/the-art-of-knowing-your-customer-60148bcda5b1aef0f080836908213221Tue, 26 Nov 2019 02:17:07 +0000Robin MillerDiscover the tried and true methods your business can use to find out who your customers really are and what they are thinking about you.1884cleanfullhttps://www.spreaker.com/episode/cx-strategy-it-s-ruff-out-there--19191901talkingcx.podbean.com/cx-strategy-its-ruff-out-there-14b6dee33861a7c16b15846aee6eb8edMon, 23 Sep 2019 01:32:27 +0000Robin MillerGraham and Robin explore the impact of both good and not so good CX strategies on pet parents and their floofy companions. Find out which CX strategies have led to pawsitive results and why.1657cleanfullhttps://www.spreaker.com/episode/cx-roadtripping--18794487talkingcx.podbean.com/cx-roadtripping-5d5f98eb775ba7f90d30b4f416f8facfMon, 12 Aug 2019 03:37:22 +0000Robin MillerHear the highlights of CX conferences and listen to Graham recount a personal customer experience gone wrong.1480cleanfullhttps://www.spreaker.com/episode/playing-cx-jenga--18495054See the CX Operating Model.
Watch a YouTube video of a Jenga game
We'd love to hear from you! Contact us and let us know what you think - comments, questions, your experiences, customer experience topics you'd like to hear.
 
Listen now on Google Play, Spotify, iHeart radio, Podbean, and others. iTunes coming soon.
 
 
info@talkingcx.com
833-482-5529
 
 Twitter]]>talkingcx.podbean.com/playing-cx-jenga-892a9e200a3dc1ed563a675f8efa315fTue, 09 Jul 2019 01:03:58 +0000Robin MillerListen as Graham explains the building blocks of CX science and Robin tries out a new analogy. Plus listener responses to Graham's 'CX as war' themes. See the CX Operating Model. Watch a YouTube video of a Jenga game We'd love to hear from you!...See the CX Operating Model.
Watch a YouTube video of a Jenga game
We'd love to hear from you! Contact us and let us know what you think - comments, questions, your experiences, customer experience topics you'd like to hear.
 
Listen now on Google Play, Spotify, iHeart radio, Podbean, and others. iTunes coming soon.
 
 
info@talkingcx.com
833-482-5529
 
 Twitter]]>1829cleanfullhttps://www.spreaker.com/episode/what-the-heck-is-cx-science--18292357talkingcx.podbean.com/podbean_best_podcast_hosting_audio_video_blog_hosting-14ea4dcdb3a548b6d7f32ffdb56e1672Sat, 08 Jun 2019 22:50:01 +0000Robin MillerThis is the place to hear and share stories of what doing CX right looks like in real life.1479cleanfull