In this episode, Ryan Hart and I talk about the promise and the peril of using Generative AI to delivery customer experiences. Does it replace CX teams with and customer-facing employees? Or does it empower personalization, and better delivery of human experiences? Ryan Hart on LinkedIn Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more

In this episode, Ryan Hart and I talk about the imperative we see for companies to cut costs, and the danger of doing so without starting from the customer and working back. Ryan Hart on LinkedIn Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more

Tom Quish from Rightpoint is back for another, shorter episode talking about the importance of having a definition of Customer Experience for your company that is both shared by all employees, and inclusive of all employees. One company, one CX definition. Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more

Tom Quish from Rightpoint joins in this episode to talk CX Strategies. Listen to hear Tom explain why executive alignment is a can't-skip step, how to ensure your research refreshes your strategy over time, and the right way to ensure the cusotmer insights get used. Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more

Not easy, but easier. We're in a moment of pessisim for CX, but I argue that it has never been a better time for someone who wants to create great customer experiences. Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more

Tom Quish from Righpoint joins in this episode to talk CX Strategies. Listen to hear Tom explain why executive alignment is a can't-skip step, how to ensure your research refreshes your strategy over time, and the right way to ensure the cusotmer insights get used. Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more

Customer experiences remembered as great are not great in every moment. In fact, just the opposite. Most of the experience is completely forgettable at best, and a bit frustrating or boring at worst. That contrast makes peak moments more memorable. Let go of perfection. In this episode, you'll learn about the Enterprise Pause, and why L.L Bean and Mercedes-Benz scaled back on legendarily generous services that their brands were famous for. Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast ..read more

A surprising fact about the brain that explains why accurate expectations are so much better than low expectations. Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more

Nerd alert on this one, as I'm excited to share a new word I've learned, Allostasis, and what it means for customer experience. Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more

Happy New Year From The CX Patterns Podcast. A bit of self-reflection, why is CX stuck? How do we get unstuck? I make my commitment to stay focused on this challenge in 2024. Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information ..read more