CX-WISE By Sprinklr

According to business growth and customer experience strategist, Jay Baer, customer experience is the best marketing that brands can do for themselves.

In this episode of CX-WISE, Jay dishes out the details on how brands can achieve word-of-mouth marketing through exceptional CX. It's the perfect starting point for brands wanting to make their presence felt on short-form content platforms like TikTok and Instagram. 

From breaking down the process of creating talk triggers to busting the myth that AI sets a brand apart, Jay covers everything you need to craft a solid CX and marketing strategy. 

Jay and Nathan (our host) also provide insightful solutions for brands to bridge the gaps of uncertainty in customer experience journeys. More than just imparting wisdom, they share many compelling real-world examples of how brands are successfully doing all of this today.  

Tune in to get CX-WISER! 

P.S.- Listen closely for your chance to win a free copy of Jay’s book. 

Uncover the hidden challenges that lie beneath the surface of customer experience management with Jeff Sheehan — as he draws parallels between a finely-tuned internal CX program and the composure of an army pilot in flight. 

In this episode of CX-WISE, our host, Nathan Bennett, delves into a compelling conversation with Jeff, who is a 25-year veteran in the field of customer experience.  

Jeff and Nate discuss the nuances of customer experience and customer experience management. They share insightful solutions on how brands can bridge the gaps in their customer experience journeys.  

Beyond that, Jeff shares his insights on navigating the fine line of AI-driven personalization to avoid any unsettling experiences. He also talks about WHY and HOW the expectations of customer experience differ based on geographical locations. 

Tune in for a rich discussion on enhancing the customer experience! 

P.S- Make sure to listen closely for your chance to win a free copy of Jeff’s book. 

Have you ever considered customer and employee experience as a balancing act between the logical side (all the brainy stuff like analytics and management) and the emotional side (the feelings and perceptions)?  

And how do brands actually find the right balance between the serious, analytical side and the touchy-feely, emotional side of these experiences? 

 
In this episode of CX-WISE, our host, Nathan Bennett, engages in a thought-provoking conversation with the distinguished Nate Brown. Together, they unravel the intriguing concept that CX and EX are a fusion of science and art.  

Nate shares his wisdom on achieving great CX by creating a sense of psychological safety for everyone involved in your business. He also talks about WHY and HOW the frontlines of customer experience are the 'knowledge curators'. 

 
Unearth the valuable insights Nate Brown gained from pickleball, drawing unexpected parallels with employee experience. This narrative provides a fresh and relatable perspective that leaves you with practical lessons to apply in your own professional journey. 

P.S.- Make sure to listen closely for your chance to win a free copy of Nate’s recommended book. 

Are you up for creating a CX culture that not only delights your customers but also champions your agents' mental well-being? 

In this episode of CX-WISE, our host Nathan Bennett engages in an insightful conversation with renowned CX Expert, Annette Franz. From addressing mental health concerns in contact centers to dispelling common misconceptions about customer experience, Annette's expertise will inspire you to navigate the complexities of the modern CX world, one step at a time. 

Annette also shares her practical advice for leaders on fostering a human-centric culture for CX success, revealing the crucial CX metrics that truly signal progress. 

Tune in to gain a fresh perspective on CX, filled with real-world anecdotes and actionable tips. It's a journey that bridges the gap between Annette’s life on the farm and current CX challenges. 

P.S- Make sure to listen closely for your chance to win a free copy of Annette’s book - “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business" 

Your sustainable travel aspirations are now powered by AI/ML. How awesome is that? 

In this episode of CX-WISE, we dive into the exciting world of AI-driven travel experiences, featuring the insights of CX experts Grant Hartanov and Buddy Waddington. They discuss how brands can strike the perfect balance between technological efficiency and the human touch to improve their traveler experience, alongside our host Nathan Bennett. 

From self-serve options to automated trip planners, Grant and Buddy's wisdom will inspire you to explore the world responsibly, one AI-enhanced adventure at a time. 

Grab your headphones and hit play to get to know the latest CX personalization trends, potential risks and rewards with Gen AI and factors that are shaping the future of customer experience in travel. 

Tune in now and let your CX take-off! 

Want to generate some serious buzz for your brand? 

So how can you craft those unforgettable customer experiences that get people raving about your brand? 

In this episode of CX-WISE, our host Nathan Bennett engages in an insightful conversation with renowned CX Expert, Dan Gingiss. From crafting memorable moments to sparking organic sharing, Dan breaks down his W.I.S.E.R approach – witty, immersive, shareable, extraordinary and responsive – that empowers brands to stand out in today's competitive market.  

With practical tips and real-world examples, Dan's wisdom offers a valuable formula for captivating customers and fostering positive word-of-mouth. Discover how a little extra effort can turn ordinary interactions into remarkable experiences. 

 So, grab your headphones and hit play to get CX-wiser. Tune in now!  

P.S- Make sure to listen closely for your chance to win a free copy of "The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share" 

In the metrics-driven CX industry, it’s crucial to remember that humans matter more than KPIs.  

But how do you successfully build a human-centered CX approach while also increasing the ROI of your business?  

In this episode of CX-WISE, our host Nathan Bennett engages in a thought-provoking conversation with CX and Healthcare Strategist, Sally Mildren.  

Sally is the CEO and Managing Partner of Boss Lady Consulting and ClarityPX. Over 20 years, she has worked as an executive leader in marketing, engagement, and customer experience. And created strong ROI and growth while building CX and brand for Fortune 50 companies, health systems and non-profits. 

Gain the nuggets of wisdom as they explore the pivotal role of organizational habits in shaping exceptional CX, the transformative potential of purpose-driven work beyond outcomes, effective ways to leverage the voice of the customer in refining CX strategy and so much more!   

So, grab your headphones and hit play to get CX-wiser. Tune in now!  

P.S- Make sure to listen closely for your chance to win a free copy of "Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference” 

Transform digitally or risk relevance.

In this episode of CX-WISE, our host Nathan Bennett brings you an interesting conversation with the CX maestro Vincent Washington. Prepare to be blown away as they discuss the power of leadership accountability on CX, the role of company culture on customer experience, and how to foster a care-centric culture that puts empathy, compassion, and the mental health of agents first and more! 

Vincent has been a CX influencer, donning many hats in his career, from managing social media at UPS to leading customer experience management at Sprinklr. But what's even more intriguing is how Vincent's early stint as a store manager influenced his CX philosophy and vision. This is one episode you won't want to miss! 

So, grab your headphones and get ready to be inspired as Nathan and Vincent drop some CX truth bombs. Tune in now! 

In this episode of CX WISE, our host Nathan Bennett speaks with CX influencer Shep Hyken to discuss whether AI will kill customer service jobs, how to reach out to multi-generational customers on social media, real-life instances of brands evoking confidence with great customer service, how to balance the cost of loss prevention with memorable CX and more. Most importantly Shep also spills the beans on what magic & music taught him about CX from a very young age. 

Shep is a New York Times Best Selling author, and his latest book, I’ll Be Back, is up for grabs on this episode. 

Tune in to learn how you can get a free copy.