Customer Care, Customer Experience
Customers and agents struggle with your contact center Your customers are frustrated trying to get answers out of you. Ask them and they’ll tell you. Whether it’s by voice, live chat, email, or...
Sumeet Nandal
Sumeet Nandal
Customer Experience, The CXM Experience
Managing through a crisis, the marketing power of dreams, and the secret ingredient in Downy fabric softener, this week on the CXM...
Grad Conn
Customer Care, Customer Experience
Customer habits and expectations have changed. Have you? In May of 2018, according to McKinsey, roughly 20% of customer interactions were digital,...
Kavya Nath
Customer Experience, The CXM Experience
How to get back on course, creating value for your customers, and why marketing personas aren't as valuable as you think they are. Episode...
Grad Conn
Customer Experience, The CXM Experience
Keeping your stress levels under control, the magic of customer experiences, organizational impact, and the undeniable allure of a brand...
Grad Conn
Customer Experience, The CXM Experience
Breathing, communication, category design, and visionaries. It's a star-studded guest extravaganza this week on the CXM Experience. Episode...
Grad Conn
The last year has been a rocky rollercoaster that fed off the visceral sensation of fear itself. Finishing up my junior year at Howard University, I...
D'Zyre Jones
Customer Care, Customer Experience
Trying to design the perfect IVR is like trying to train a dog to run faster than a Porsche. The entire paradigm is fundamentally disadvantaged at...
Daniel Rood
Customer Experience, Marketing, The CXM Experience
We focus on health, healthcare, and healthcare marketing this week, with plenty of lessons for any marketer. Neha starts us off with a look at...
Grad Conn
As the Chief Culture and Talent Officer of Sprinklr, I’m incredibly proud that our company is certified as a “Great Place to Work.” Thank you...
Diane Adams
On March 30, Facebook announced that it will be deprecating its native analytics offering as of June 30, 2021. Facebook pointed marketers to its...
Lauren Kiser
Customer Care, Customer Experience
If you use the terms “social monitoring” and “social listening” interchangeably, you’re not alone. But, it’s important to realize that...
Amanda Walgrove
Customer Experience, The CXM Experience
We spanned the globe this week, from India to Australia, with a brief stop in Cincinnati along the way. We started slow (intentionally) on Monday...
Grad Conn
Customer Care, Customer Experience
Today’s customer is going to talk about your business one way or another. They’re going to chat, tweet, post, like, and share about you....
Derek Adams
Customer Experience, The CXM Experience
Every breath you take. We started the week with three episodes with Neha Saxena, also known as The Breath Yogi. Neha shared stories about her...
Grad Conn
Customer Experience, The CXM Experience
Monday was International Women’s Day, and we celebrated in style with a two-part interview with Sepi Saidi, founder and CEO at SEPI, Inc. Sepi...
Grad Conn
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