PODCAST · business
Talking CX
by talkingcx
This is the place to hear and share stories of what doing CX right looks like in real life.
Episodes
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Tales From the Front Lines
Scott 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 Collier County Public Schools Florida. With a...
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Allison's IVRs
Small 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 the biggest differences. Which is where…
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One Small Thing - Simply Noted
What 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 world? That one small CX thing? Say thank you! And do…
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One Small Thing - KAMS Auto
Kicking 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 beginnings to a highly successful, 5-star rated...
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CX Around the World - Benelux Part 2
We 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 Krokettan! Find Resources Here
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CX Around the World - Benelux Part 1
Join 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 most recent position as the first Head of...
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CX Around The World - Central Africa
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...
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CX Around The World - Singapore
Neal 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 in Singapore unique. Find Resources Here
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CX Around The World - Central Europe & Top 5 Trends For 2022
In 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 play a key role this year in Central Europe and...
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CX Around The World - Central Europe Pt. 1
In 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 he's learned that can apply in any market. Find...
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2021 CX Challenges - ROI & Measurements
We'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 report (which you can get below) And we're...
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2021 CX Challenges - CX Prioritization & ROI feat. Jeff Sheehan
We are giving away 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…
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2021 CX Challenges - CX Prioritization feat. Jeff Sheehan
We'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 Jeff's new book ' The Customer Experience...
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2021 CX Challenges - The Key to Employee Understanding
2021 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 to prioritize a response. - What are the…
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CX Challenges - Ensure Deep Enough Customer understanding
Get a free CX book of your choice, shipped to you. Click here to leave us a 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...
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2021 CX Challenges Survey Results
This 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 ideas related to the top 10 challenges. Find...
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Episode #8 CX Measurement - The Heart Of CX Improvement
At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it.…
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Episode #7 - CCX Tech, Stacking The Deck In Your Favor
Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterprise technology architecture. Find related resources here
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Episode #6 Experience Design - Making Your Journey Map Work
Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want and your customers need. Find related resources here
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Episode #5 - Delivering Your Experience Is A BOM
Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the partners you work with and the products and services…
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Episode #4 - The Fine Art of Knowing Your Customer
You cant define or deliver experiences to customers you don’t understand. We explore how personas, segments, audiences and experience journeys and journey maps help clarify interactions, painpoints and the key moments where you energize (or disappoint) your customers. Find related resources here
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Episode #3 - CX Strategy Scuffles - It's Ruff out There
Delivering any experience starts with who you are targeting and why it is of benefit to both your customers and to your business. A North Star CX Strategy & Vision to guide your investments and actions. Using Rover.com as a favorite example of how an example of how a great CX Strategy really…
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CX Roadtripping
Hear the highlights of CX conferences and listen to Graham recount a personal customer experience gone wrong.
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Episode #2 - Real CX Success is like Playing CX Jenga
We cover the building blocks of the CX discipline with a strong focus on CX Science and why creating great CX is a lot like a game of Jenga. From customer persona, customer journeys and your CX operating model of channels, people, process, cx tech, data, measurement systems, products, services…
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Episode #1 - What the Heck is CX Science??
20 years into the modern CX movement executives believe CX is critical but to the CX discipline must become more formal, predictable, measurable and investable to continue to grow, moving from CX as Art to CX Science predictably impacting your Customer Experience Operating Model (CXOM). Find...
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ABOUT THIS SHOW
This is the place to hear and share stories of what doing CX right looks like in real life.
HOSTED BY
talkingcx
CATEGORIES
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Frequently Asked Questions
How many episodes does Talking CX have?
Talking CX currently has 25 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Talking CX about?
This is the place to hear and share stories of what doing CX right looks like in real life.
How often does Talking CX release new episodes?
Talking CX has 25 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Talking CX?
You can listen to Talking CX on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Talking CX?
Talking CX is created and hosted by talkingcx.
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