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CX-Talks ist der erfolgreichste deutsche Podcast, der sich speziell mit dem Thema Customer Experience Management beschäftigt. Alle 14 Tage diskutieren ausgewiesene Experten aus der deutschen CX-Community mit Peter Pirner vom Institut für Customer Experience Management. Ein Customer Experience Podcast, der Spaß macht und informiert. Im Fokus: CX Trends, Methoden und viele Berichte von CX Managern aus der Praxis Der Podcast richtet sich an alle CX Interessierten, besonders an CX Manager sowie ...
 
The CX Leader Podcast with host Steve Walker provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. Steve is CEO and Chairman of Walker Information, a experience management consulting firm that helps companies accelerate their XM success.
 
#ProdMgmtTalk Professionals forwarding the movement for product excellence by design. Discussions about the art, craft and discipline required for products that contribute value. All aspects of customer development, user experience, product innovation, design, development, marketing and scaling. @ProdMgmtTalk Founded by @CindyFSolomon talking with thought leaders from Silicon Valley and beyond. @StartupProduct @ProductSummit Syndicating The Everyday Innovator with Chad McAllister.
 
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show series
 
Wie hat sich die Arbeit des Vertriebs in den letzten Jahren verändert? Welche Rolle spielen dabei CRM Systeme? Und ist in Zukunft erfolgreicher Vertrieb eher geprägt durch Daten oder doch weiterhin durch Menschen?Mein heutiger Gesprächspartner ist Andreas Schuster, Regional Sales Director bei Sugar CRM, einer erfolgreichen Technologieplattform für …
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today our guest is sharing the steps for …
 
It can be argued that small businesses make the backbone of the U.S. economy. According to a study conducted by the Small Business Administration released in 2019, small businesses generated 44% of the U.S economic activity and created two-thirds of net new jobs. Granted those numbers would likely look different given the reality of the COVID pande…
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about using experime…
 
Note: this episode is an encore presentation of the Live with CXPA event, "Combining CX and EX: Better Together" which premiered on November 9th, 2021. You can also watch a video presentation of this event on CXPA's YouTube channel. Customer experience and employee experience are typically separate programs run by different departments. However, wh…
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about methods for pr…
 
It’s an unfortunate result of the pandemic that most people have experienced: supply shortages. Everything from breakfast cereal to new cars, jewelry, the newest name-brand mobile phone, and even turkeys. And it’s hard not to feel some sympathy for front-line retail workers as they receive the brunt of consumer anger over things they clearly have n…
 
Wie macht man gute Workshops? Bieten Online Tools einen echten Mehrwert oder sind das nur Krücken? Und mit welchen Tricks schafft man es, auch schwierige Situation mit einer Portion Leichtigkeit auszugleichen? Mein heutiger Gast ist Janine Kreienbrink. Einige werden sie sicher bereits kennen. Zusammen mit Cyrill Luchsinger diskutiert sie einmal im …
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about the journey fr…
 
As a CX leader it is important to better understand and promote the customer experience field within your company. Regardless of profession, there are certain traits and skills common to leaders. But what leadership traits are important specifically to customer experience professionals – what qualities of leadership should you prioritize? Host Stev…
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about lessons learne…
 
Relationships are an important part of our lives. Humans are social creatures and it’s important to understand that fact when leading a CX program. But companies sometimes miss the mark on ensuring employees and leaders throughout the company understand how to build and maintain relationships with customers, and each other. Host Steve Walker welcom…
 
Was ist eigentlich ein digitales Ökosystem? Warum lassen sich dadurch, Kundenanforderungen besser erfüllen und die Customer Experience auf ein neues Level bringen? Und wie managt man so ein Partnernetzwerk am besten? Digitale Ökosysteme sind im Management sehr angesagt. Sie ermöglichen Digitale Transformation, die alleine vielleicht nicht darstellb…
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about prioritizing p…
 
Countless guests on this podcast have described how their careers were steered into the space of customer experience. It has been a common theme that they never went to college exclusively to study CX because there were no such degree programs. Recently there has been a greater effort to remedy that problem, proving once again that it’s never been …
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about the 7 habits o…
 
Was hat Covid und der Lockdown mit uns gemacht? Haben sich unsere Anforderungen als Kunden geändert? Und wie können Unternehmen das im CX Management berücksichtigen? Es ist offensichtlich. Corona beeinflusst unser Leben immer noch, die Art wie wir uns als Kunden bewegen und welche Erlebnisse wir unbefangen haben können. Und auch als Mitarbeiter ein…
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about how we design …
 
The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data together, companies can take their experience programs to the next level. But what companies are applying this practice and how’s it working out for them? Host Steve Walker welcomes Jennefer Pursifull, VP …
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Special Episode From the 2020 Summit This…
 
CX pros often need to provide ways for employees across the company to access data from their customer experience programs. This data should be easy to access and quick to interpret on a high level – no time to be downloading tabulated data and fiddling with it in Excel. Dashboards provide a way to aggregate data into a high-level, easy-to-read vie…
 
Welche Rolle spielt die Marktforschung heute im Customer Experience Management? Hat sie den Trend verschlafen? Oder liegt gerade im Forschungshandwerk der Schlüssel zu erfolgreicher Kundenzentriertheit? Vor ein paar Wochen hat mich das Branchenportal marktforschung.de gebeten, das Editorial zum CX Dossier zu schreiben. Im weiteren Verlauf haben ein…
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about applying Agile…
 
“Do NOT ruin your customer’s day” sounds like something that belongs at the top of any list of rules for CX professionals. We’ve all had those moments where an employee with a bad attitude ruined your mood, or you’re left waiting on hold for over an hour and steamed about the experience for the rest of the day. But there are ways where you can help…
 
Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about a key challeng…
 
Customer experience includes many aspects of how we interact with our customers. One common aspect is the hospitality we afford to them. Some companies will have more opportunities to demonstrate hospitality than others – like hotels, restaurants, theaters, etc. So how can other companies take cues from these markets by putting a “yes” mentality in…
 
Wie entwickelt ein deutscher Mittelständler seine Digitalisierungsstrategie? Wie setzt man diese mit einem Team „junger wilder“ Berater um? Und wie wirkt sich das auf die Kunden aus? In dieser Folge geht es um die Digitalisierung im Mittelstand: wie man sie erreicht, was die Herausforderungen dabei sind und wie man damit nicht nur die Customer Expe…
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about markets and…
 
Is your customer loyal to your company, or to your prices? One of the best practices for any company is to create a culture that grows customer loyalty beyond aspects such as price or location. Host Steve Walker welcomes back award-winning keynote speaker, author, and CX expert Shep Hyken, for a discussion about his new book, "I’ll Be Back: How to …
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about the journey…
 
The importance of the employee engagement has been featured on this podcast throughout several episodes. And while there is a strong connection between engaged employees and engaged customers, the two programs are typically separate. Employee experience is run by HR, customer experience is run by CX pros, and the two typically don’t interact much. …
 
Wie optimiert man die Customer Experience bei StepStone? Wer sind überhaupt die Kunden? Und wie bringt man die Erwartungen von Jobsuchenden und Unternehmen unter einen Hut? Darum geht es in dieser Folge von CX-Talks. Zu Gast ist Stephan Limpert, Head of Customer Experience & Quality Management bei StepStone. Wir reden über das gesamte Handwerkszeug…
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about how market …
 
In this special encore presentation, Steve Walker hosts the Live with CXPA event "Key Ingredients for Making an Impact with CX." As the ultimate advocate for customers, customer experience professionals are supposed to be catalysts for change and influential in building a customer-focused culture. However, it’s easy to get caught up in the details …
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about how organiz…
 
The concept of CX maturity is a concept covered on this podcast in the past, but what does a "real life" mature CX program look like? Host Steve Walker welcomes Lara Caimi, chief customer and partner officer at ServiceNow, a company that delivers digital workflows that create great experiences and unlock productivity, for a look at how they made cu…
 
Warum sind Corporate Influencer für Unternehmen wichtig? Wie beeinflussen sie die Markenwahrnehmung? Und warum hat das auch soviel Bedeutung für die Customer Experience? In jüngster Zeit wird im professionellen Umfeld viel über Personal Branding und Corporate Influencer geschrieben. Die eigene Person als Marke zahlt zunächst mal nur auf den Gebrand…
 
When we talk about “experiences” it’s often from a holistic point of view – through the lens of “experience management”, or “XM.” But how do you connect the customer with the employees, or the employees with the brand? One way is through the use of storytelling, which can be particularly effective in building empathy and understanding. Host Steve W…
 
A key element to building any customer experience program is understanding your customers and creating empathy. And there are tools to help with that: surveys, interviews, journey mapping sessions. But what about the process beyond all the discovery that happens? What do you DO with all that “understanding?” Host Steve Walker welcomes Emily Stump o…
 
Was bedeutet es, wenn ein Unternehmen Kundenfeedback aus 20 Ländern und mehr einholen möchte? Wie setzt man so ein Projekt auf? Und welche Fehler sollte man unbedingt vermeiden? In dieser Folge geht es um eines der wichtigsten Instrumente im CX Management, dem Real-Time Customer Feedback bzw. Voice of the Customer Programme. Gerade für internationa…
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about change. Inn…
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about what may so…
 
Companies regularly hire experienced professionals from outside their organization. But they can’t tell from a resume how good of a culture fit the new leaders will be. And employees frequently find that to grow their skills, they need to go to another company – often leaving a company that is a good fit for them. So how can you solve both problems…
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: What would you do if you were the firs…
 
Customer experience professionals have an opportunity to help create a genuine and lasting impact on their companies. But like any other aspect of an organization, there are some key elements – or “ingredients” – they need to make the right impact. And each company’s needs will be different, so it's important to know what ingredients are needed for…
 
Welchen Sinn hat der Purpose und braucht es wirklich eine CX Vision für die CX Strategie eines Unternehmens? Das erkläre ich mit vielen Beispielen im folgenden CX Snack. Ein CX-Snack ist eine kurze, knackige, inhaltsreiche Folge zwischen zwei Hauptmahlzeiten von CX-Talks. Haben Sie Fragen oder eine Idee für einen neuen CX-Snack? Schreiben Sie uns e…
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about how to unde…
 
It’s been said a countless number of times on this show: customer experience has never been more important for companies today. The pandemic has changed not only how businesses operate, but how consumers are make purchasing decisions. This has provided CX programs an opportunity to make a huge impact on how companies navigate their way through new …
 
Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Today we are talking about a recent st…
 
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