Science of CX

This week Steve talks with Leslie O'Flahavan, owner of consulting company E-WRITE, about training our customer service reps to be great writers.

This week Steve talks with Dennis Gershowitz, Principal of DG Associates, about journey mapping the customer experience.

On this episode Steve welcomes Bradly Sax, director of customer experience and operational excellence practices for Delaware North, about walking the guest path.

This week Steve and Angela talk with Derrick Ricca, a 25-year veteran of the hospitality industry, about providing transparent service to customers.

In this episode of the Steve & Angela talk with Colin Crowley, award-winning playwright & VP of Customer Experience at Freshly, about finding the voice of the customer.

This week Steve talks with Jim Sinur, independent thought-leader and CEO of Flueresque, about how automation and new technologies can play a role in improving customer service.

Steve welcomes Martha Brooke, founder of Interaction Metrics & Certified Customer Experience Professional, for a deep dive into customer listening and research intelligence.

This week Steve & Angela welcome UX research pioneer and Bentley University User Experience Center Executive Director Bill Albert to discuss improving CX and usability across all channels.

This week Steve & Angela welcome renowned author, futurist, and speaker Tom Koulopoulos to the Science of CX to talk about reimagining our healthcare industry.

Learn more about Tom at http://tkspeaks.com/

As the country prepares to reopen, Angela and Steve look at new consumer expectations and how businesses can use good CX practices to exceed them.