podcasts implementing-cx-at-a-global-organization 
Customer Bliss
DECEMBER 14, 2018
This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. Implementing CX Beyond the Local Level .
Beyond Philosophy
AUGUST 16, 2018
However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.
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Beyond Philosophy
MAY 17, 2019
As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! Every organization needs to find their moments of resistance in a Customer Experience and fix them—before the competition beats them to it. <!–more–> Organizations already know friction is a problem.
Beyond Philosophy
SEPTEMBER 6, 2019
Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Customer Experience Strategy was the subject of a recent podcast. How do you implement it? . There is a difference between strategy and tactics when you’re trying to solve a business problem.
Beyond Philosophy
JUNE 21, 2019
Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. We discuss how to undertake customer Journey Mapping using Behavioral Science in this episode of The Intuitive Customer Podcast. Customer Journey Mapping Using Behavioral Science.
Beyond Philosophy
APRIL 28, 2019
When I say value, what I mean is whatever an organization is trying to do with the business, whether that is increasing revenue or minimizing costs or increasing loyalty. Many organizations have made progress about emotions in business. Which emotions drive the most value for your organization? I didn’t know.
Customer Bliss
APRIL 23, 2021
Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Bell tells us why truth is vital to trust. My friend Chip R.
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