The CX Pod

Whether screaming from the rafters or cheering at their TV, fans are the lifeblood of any sport. That’s why it’s essential for brands to utilize audience’s social media to create the ultimate digital engagement platform for sports teams. Nathan Peterson of Tagboard recently chatted with TTEC’s Jeff Marcoux about how sports crowdsourcing can be transformed into the a powerful CX resource.

Customer centricity has been the talk of the town for years, but do we practice what we preach? Do leaders understand what it takes to drive a meaningful relationship with our most valued customers?

Liz Glagowski sat down with Peter Fader, professor of marketing at The Wharton School of Business and co-author of The Customer Centricity Playbook to go back to school on the good, the bad, and the ugly of customer centricity in today’s marketplace.

In an era of disruption, conventional marketing wisdom isn’t enough. Marketers need innovative insight, agility, and high-speed execution to meet today’s customer and business demands. Simple, right? In her new book, Marketing Flexology: How to Outsmart Change and Future-proof Your Career, marketing veteran Engelina Jaspers shares strategies, insights, and tips for transforming challenges into opportunities. Judith Aquino sits down with Jaspers to learn more in the latest CX Pod episode.

Customer care leaders are challenged with finding, keeping, and engaging employees during this tumultuous employment climate. Human Resources can be the secret weapon to help stand out among competitors. Data-focused strategies and a commitment to new ways of engaging employees help firms get, keep, and grow the best customer support talent, which leads to the best customer experiences. Liz Glagowski interviews HR and data leaders from TTEC about their experiences tackling such issues in the latest CX Pod episode.

Bad deals, no help, and rude employees can make for a terrible holiday shopping experience. So what do customers actually want? Hear from shoppers in Stamford, Connecticut as they share what’s on their customer experience wish lists this holiday season.

Music:

Jingle Bells by Scott Holmes

Snowman by Jahzzar

In a world where consumers demand service when they want, where they want, social media rules. So why do so many organizations have trouble using it effectively for support needs? To explore why social care counts more than ever, we talked to Joshua March, author of book “Message Me” and founder and CEO of Conversocial, to get his take on mastering the platform.

Music: Siesta by Jahzzar

Recent CX award winners Heidi Rote from Jenny Craig USA and Michelle Williams from Dorel Juvenile give an insider’s view of why they believe AI will enhance-rather than replace-the work of associates, and where they see opportunities to further evolve the customer experience.

Music: Siesta by Jahzzar; As Colorful as Ever by Broke for Free

It’s hard to create seamless interactions without truly understanding what customers are going through. How can companies make data collection and customer feedback frictionless? Mike Soylu and Nazli Chamlibel of customer feedback firm Pisano share their insights from the field.

What does customer experience success look like, how do you measure it, and why is it so darn hard? Those are some of the questions we posed to customer experience experts Kevin Shields, vice president of employer services at ADP, and Tim Keefe, and strategy consulting partner at TTEC. What they have to say may surprise you.

Music credits: Siesta by Jahzzar; Something Elated by Broke for Free

Digital transformation is everywhere, and companies are desperate for it. Emerson College is launching a new program in Digital Marketing and Data Analytics to meet demands for marketing professionals who can combine both the art and science of the discipline in the digital age. Executive-in-Residence and Graduate Program Director Mike McGuirk explains what prospective students should expect and how we as consumers will all benefit from data marketing transformation.