Science of CX

In this episode, Steve discusses how to ensure better digital experiences for your prospects and customers with Avi Mash of Content Square, A Digital Experience Management technology company.

In this new episode, Steve and Angela discuss all of the aspects of researching and developing better personas for your CX Initiatives.

In this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.

Steve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed than ever before, being average doesn’t make it anymore. 

In this episode, Steve Pappas and BrandonTidd discuss where Sales, Marketing and CX meet in a "hub" around the Customer.

In this episode, Steve Pappas discusses with Steve Salisbury, how to look to your employees to foster positive change around CX, how to enagege the resistors and create Active Leadership Models in your business.

In this Special Edition Episode, Steve talks with Valerie McSorley, a 25 year veteran event organizer in the Contact Center and CX Space. They discuss the need for a wholesale pivot from the pre-COVID conferences to something unique online that gives folks a sharing, networking and learning platform to help move forward.

Steve interviews, Mark Smith, Ph.D, President of Kitewheel, a Boston-based Customer Journey Orchestration Hub for managing customer journeys across all business channels.

Steve's guest today is Jill Raff, as she dscusses how she began understanding Ray Kroc's CX approach when her Dad bought a McDonalds franchise. She has evolved that methodology throughout her career as she speaks and does workshops/training in The Celebrity Guest Experience.

This week Steve and Angela welcome CX thought leader, coach, keynote speaker, and author Annette Franz, to talk about designing a customer-centric culture.