https://www.spreaker.com/show/sweets-of-cxenBusinessCopyright James Gilberthttps://d3wo5wojvuv7l.cloudfront.net/t_rss_itunes_square_1400/images.spreaker.com/original/54a91b0a88e447ee7a7ee7752723f005.jpghttps://www.spreaker.com/show/sweets-of-cxWed, 07 Apr 2021 15:47:58 +0000James GilbertJames Gilbertfeeds@spreaker.comAiming to bring real customer experience stories to life, the chance to tell stories and challenges. Our goal is to be the cherry on top of your customer experience needs.cleanepisodicJames Gilbertfeeds@spreaker.comAiming to bring real customer experience stories to life, the chance to tell stories and challenges. Our goal is to be the cherry on top of your customer experience needs.Nohttps://www.spreaker.com/user/11507864/bob-roark-podcast-episode•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.]]>https://api.spreaker.com/episode/22501740Fri, 07 Feb 2020 04:05:14 +0000James GilbertBob 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...•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.]]>1372cleanfullJames GilbertBob 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.Nohttps://www.spreaker.com/user/11507864/murphy-fraser-podcast-episode
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.]]>https://api.spreaker.com/episode/22181900Wed, 29 Jan 2020 05:19:46 +0000James GilbertMurphy 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...
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.]]>1305cleanfullJames GilbertMurphy 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.Nohttps://www.spreaker.com/user/11507864/stacy-sherman
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.]]>https://api.spreaker.com/episode/21644497Mon, 13 Jan 2020 16:47:10 +0000James GilbertStacy 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...
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.]]>2345customerexperience,employeeexperiencecleanfullJames GilbertStacy 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.Nohttps://www.spreaker.com/user/11507864/braeden-podcast
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.]]>https://api.spreaker.com/episode/20928922Mon, 23 Dec 2019 14:40:03 +0000James GilbertBraeden 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...
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.]]>1105customerexperience,ccxpcleanfullJames GilbertBraeden 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.Nohttps://www.spreaker.com/user/11507864/mike-miller-podcast-final-cut
- 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.]]>https://api.spreaker.com/episode/20692081Mon, 16 Dec 2019 14:10:09 +0000James GilbertMike 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?...
- 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.]]>1190customerservice,customerexperience,customersuccesscleanfullJames GilbertMike 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.Nohttps://www.spreaker.com/user/11507864/sarah-meyerdirk-podcast
- 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]]>https://api.spreaker.com/episode/20606860Mon, 09 Dec 2019 19:41:55 +0000James GilbertSarah 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'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]]>989cx,customerexperience,customersucesscleanfullJames GilbertSarah 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 deviceNohttps://www.spreaker.com/user/11507864/janet-cx-champ-podcast_1
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]]>https://api.spreaker.com/episode/20803507Thu, 21 Nov 2019 20:35:00 +0000James GilbertJanet 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...
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]]>1487customerexperience,customersuccesscleanfullJames GilbertJanet 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-ANohttps://www.spreaker.com/user/11507864/episode-13-jenny-dempsey-empowering-cx-w
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.]]>https://api.spreaker.com/episode/18887957Thu, 14 Nov 2019 17:20:19 +0000James GilbertJenny 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...
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.]]>1408branding,cx,customerexperience,employeeexperience,orgalignmentcleanfullJames GilbertJenny 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.Nohttps://www.spreaker.com/user/11507864/janet-cx-champ-podcast
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?]]>https://api.spreaker.com/episode/20168314Thu, 14 Nov 2019 17:18:00 +0000James GilbertJeanne 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...
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?]]>1487customerexperiencecleanfullJames GilbertJeanne 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?Nohttps://www.spreaker.com/user/11507864/episode-12-nate-brown-things-you-never-t
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.]]>https://api.spreaker.com/episode/18887932Mon, 28 Oct 2019 16:15:18 +0000James GilbertNate 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...
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.]]>1642branding,cx,customerexperience,contactcentercleanfullJames GilbertNate 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.Nohttps://www.spreaker.com/user/11507864/episode-11-kaye-chapman-chat-revolutioni
Why should people use chat?
How do businesses structure a team to handle chat support?
What are some unique ways people can use chat/bots in their journey?
What is the best way to get started if you aren’t using chat?
What are the most common mistakes people run into with chat?]]>https://api.spreaker.com/episode/18887905Mon, 21 Oct 2019 16:15:09 +0000James GilbertKaye Chapman from Comm100 gives us an overview of utilizing chat. We see first hand how chat can make a huge impact to businesses. We finally here Kaye tell us a great experience with a Comm100 customer through chat. Why should people use chat? How...
Why should people use chat?
How do businesses structure a team to handle chat support?
What are some unique ways people can use chat/bots in their journey?
What is the best way to get started if you aren’t using chat?
What are the most common mistakes people run into with chat?]]>1501cleanfullJames GilbertKaye Chapman from Comm100 gives us an overview of utilizing chat. We see first hand how chat can make a huge impact to businesses. We finally here Kaye tell us a great experience with a Comm100 customer through chat. Why should people use chat? How do businesses structure a team to handle chat support? What are some unique ways people can use chat/bots in their journey? What is the best way to get started if you aren’t using chat? What are the most common mistakes people run into with chat?Nohttps://www.spreaker.com/user/11507864/jeannie-walters-edited
Where do we start to prevent retention?
What unique ways have you seen companies handle bad experiences to prevent churn?
What are the top 2 areas that people run into?
Is there a formula that creates retention, how can businesses avoid it?]]>https://api.spreaker.com/episode/18901094Sat, 21 Sep 2019 12:30:17 +0000James GilbertJeannie gives us great use cases on why focusing on retention should matter, why brands should focus on creating fans that turn into revenue streams. We talk about journeys and giving value to get value. She finishes the episode by talking about a...
Where do we start to prevent retention?
What unique ways have you seen companies handle bad experiences to prevent churn?
What are the top 2 areas that people run into?
Is there a formula that creates retention, how can businesses avoid it?]]>1448customer,cx,customerservice,customerexperience,customerjourney,journeymappingcleanfullJames GilbertJeannie gives us great use cases on why focusing on retention should matter, why brands should focus on creating fans that turn into revenue streams. We talk about journeys and giving value to get value. She finishes the episode by talking about a company that specializes in sports apparel and how they create fans of their customers. Where do we start to prevent retention? What unique ways have you seen companies handle bad experiences to prevent churn? What are the top 2 areas that people run into? Is there a formula that creates retention, how can businesses avoid it?No