The CX Pod

Whether it’s answering a simple question or tackling a technical problem, customer service representatives are at the front lines of meeting customer needs. Stephanie Finnell, a customer service representative at WebMD Health Services, sheds light on what it’s like to work in a role that’s quickly evolving in the era of the customer and the interactions that make her job rewarding.

Customer support is rarely the first thing that comes to mind when you think of Dow Jones, parent company to the Wall Street Journal, Barron’s, and Marketwatch. Yet it’s an important part of the news and publishing firm’s success. Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to deliver frictionless support to a global, tech-savvy audience and why the company is doubling down on contact center training and development in a digital-first era.

As Generation Z heads off to college, Lisa Malet, COO of Barnes & Noble College, shares lessons and insights on what works—and doesn’t work—when to comes to staying top-of-mind with today’s students. Lesson one: If you’re chasing purely digital interactions, you’re already behind the curve.

Read more about Barnes & Noble College’s approach to Gen Z in the Fall 2019 issue of the Customer Strategist Journal.

Have you ever wondered what business lessons you could pull from Tyrion Lannister’s exploits in Game of Thrones? Or perhaps you are looking to the future and wondering about AI’s place in your organization?

We recently reached out to customer experience leaders and experts to hear what business books are grabbing their attention this summer.

Listen in as Shep Hyken, Jeannie Walters, Megan Burns, Adam Toporek, and Paul Ignasinski all give their take on what should be the best book you’ll enjoy on the porch this season.

New research from Forrester points to an emerging trend: consumers increasingly expect brands to take a stance on moral, social, and political issues. However, values-based marketing isn’t something that brands should just switch on. Join us as we sit down with Harley Manning, VP and research director of customer experience at Forrester, to learn how brands can take a thoughtful and strategic approach to making values part of the customer experience.

Nonprofit organizations are increasingly struggling to meet financial objectives in a more competitive marketplace. Donor retention and longevity are falling, forcing nonprofits to rethink their donor development strategies. Don Ryan, a longtime analytic consultant and strategist who works with organizations in the private, nonprofit, and government sectors, explains why an emphasis on experiences could be a way for charities to build trust, commitment, and long-term loyalty.

In the age of the customer, consumers have more information and choices than ever before. What they don’t have is more time. That’s why it’s imperative for organizations to have a deep understanding of the customer journey. Martyn R. Lewis, author of “How Customers Buy…& Why They Don’t,” sat down with TTEC’s Judith Aquino to discuss strategies for doing exactly that by mapping and managing the buying journey DNA.

Customer journey mapping isn’t new, but are companies using it correctly? More and more leaders are recognizing the need to ditch the white board and are diving deeper into understanding just how customers use their brand. Join us as we talk to Mark Smith, the president at Kitewheel, a technology company that’s aiming to redefine the value of journey orchestration.

Fast-growing financial tech companies like Ant Financial, Robinhood, and TransferWise are not only disrupting the financial industry, they’re reshaping consumer behavior and expectations. But while hypergrowth companies may be experts at disruption, retaining and supporting customers is another story. Ray Klostermann, chief rocketeer at TTEC Agility, identifies the key issues fast-growing companies often overlook about the customer experience.

We all know customer loyalty is important to a business but where do brands tend to make mistakes when it comes to inspiring loyalty? And what’s the best way to foster loyalty among your employees and customers? Sandy Rogers, co-author of Leading Loyalty: Cracking the Code to Customer Devotion, explores these questions with TTEC’s Judith Aquino.