“The mission of CXM is to do more of what customers value and less of what irritates them.”
Summary
Uncover the hidden challenges beneath the surface of customer experience management (CXM) with Jeff Sheehan as he draws parallels between a finely-tuned internal CX program and the composure of an army pilot in flight. He covers critical topics such as:
- The misuse of NPS in businesses
- Navigating the fine line of AI-driven personalization
- The rising expectation for a frictionless customer experience
- Bridging the gaps in customer experience journeys
- Geographical factors shaping CX expectations
Tune in to learn how to build successful CX programs.
Episode Highlights
Great Minds Read Alike
Use #CXWISE and share your takeaways from the episode on social media to win a free copy of Jeff’s book!
Episode Insights
Articles
Working Together for the Greater (Customer) Good: AI, Humans, and the Humans We Call Customers
Micah Solomon, the CX transformation guru, introduces a triangular model of customer service that is tech-enabled and human-centric, fostering a harmonious blend of efficiency and personalized care.
Customer Service Trends to Follow in 2024: Expert Tips
AI and automation are set to be the dominant contact center trends that every business should invest in for 2024. Discover the top trends to stay relevant and gain a competitive edge in customer service.
15 Customer Service Goals for Businesses in 2024
Customer service goals shape a holistic customer service strategy and help craft positive, meaningful support experiences with a focus on exceeding customer expectations and building lasting brand loyalty. Learn how to set them for your business.
Working Together for the Greater (Customer) Good: AI, Humans, and the Humans We Call Customers
Micah Solomon, the CX transformation guru, introduces a triangular model of customer service that is tech-enabled and human-centric, fostering a harmonious blend of efficiency and personalized care.
Customer Service Trends to Follow in 2024: Expert Tips
AI and automation are set to be the dominant contact center trends that every business should invest in for 2024. Discover the top trends to stay relevant and gain a competitive edge in customer service.
15 Customer Service Goals for Businesses in 2024
Customer service goals shape a holistic customer service strategy and help craft positive, meaningful support experiences with a focus on exceeding customer expectations and building lasting brand loyalty. Learn how to set them for your business.
Discover More Podcasts
How Jay Baer Mixes AI, Tequila and CX for the Ultimate Social Media Cocktail
WATCH NOW
What Raising Goats Taught Sally Mildren About Human-Centered CX
WATCH NOWHow Jay Baer Mixes AI, Tequila and CX for the Ultimate Social Media Cocktail
WATCH NOWWhat Raising Goats Taught Sally Mildren About Human-Centered CX
WATCH NOWWant to share your CX wisdom with the world?