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On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Annette Franz, founder and CEO of CX Journey Inc, a consulting firm that specializes in laying the groundwork required in order to establish a CX strategy that will drive cultural transformation efforts. When asked to define customer experience, Annette said that it is the sum of all interactions that a customer has with a company over the life of the...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Luke Williams, head of customer experience at Qualtrics and author of “The Wallet Allocation Rule: Winning the Battle for Share”, which details a breakthrough approach for growing share. When asked to define customer experience, Williams said that when he thinks about CX, it is the sum total of all the interactions that an organization has with its customers, which is...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Shep Hyken, Founder and Chief Amazement Officer of Shepard Presentations, a management consulting agency that helps clients develop a customer service culture and loyalty mindset. He is also a true titan in the world of Customer Experience and a sought-after speaker. When asked to define customer experience and how it differs from customer service, Hyken said that CX leaders used...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, a company that provides advisory and leadership enablement services to marketing and customer experience professionals. When asked to define customer experience enablement, Lynn said it is a phrase she had coined and is a bridge between the voice of the customer (VoC) and the customer engagement efforts. When a business asks their customers...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Tincher, Founder and ‘Journey Mapper in Chief’ of Heart of the Customer, a company that specializes in customer journey mapping headquartered in Minneapolis, Minnesota. Jim defines customer experience as the overall experience customers have with you across all touchpoints and even beyond. It typically begins in the call center and extends to the company website, apps, your sales representatives,...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Scott Tannen- Co-Founder and CEO of Boll and Branch, an industry-leading luxury bedding company that focuses a great deal of effort on customer experience and ethical practices across their entire supply chain. Scott co-founded Boll and Branch with his wife, Missy, four years ago. Prior to starting Boll and Branch, Scott worked for Nabisco/Kraft Foods and Wrigley in their marketing...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Kerri Nelson, co-founder and CEO of CustomersFirst Now, a customer delight company that specializes in customer-centricity and grabbing hold of the customer experience through customer journey mapping. Having been in the shoes of the customer herself and having worked in the customer experience field for many years, she decided to leave corporate America and start her own business nearly 3...

 Welcome to CX Insider, SaleMove’s podcast on Customer Experience. While the name of our podcast has changed for 2018, the thought provoking conversations we'll be having with customer experience thought leaders have not. On this episode of CX Insider, our co-founder and CEO, Dan Michaeli, sits down with Ernan Roman, the President at ERDM Corp, a customer experience agency that specializes in Voice of Customer Relationship Research to discuss how VOC helped MassMutual see a 5X increase...

Technology has made customer support faster and easier. Rather than weaving through an IVR or holding on the phone to receive support, today, consumers usually have the option to request support through the company’s website or other digital channels, like social media pages. While customers can still request support over the phone, more and more customers are turning to digital channels, live chat, as their preferred method. As live chat becomes common, companies and customers are taking...

To use a bot in your business or not, that is the question. Recently, businesses have been working on improving their artificial intelligence engines, which have drastically simplified and improved the day-to-day operations of customer service agents.  This idea of being replaceable by machines was recently (and expertly) addressed in an iconic Pixar-like ad for University of Phoenix. Although some people have been reluctant to get onboard with artificial intelligence (AI) (and the bots fueled by it),...