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CX Decoded By CMSWireEpisodes
Episodes of CX Decoded By CMSWire
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This episode is brought to you by Wix Studio. In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importan
This episode is brought to you by Wix Studio. In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story hig
This episode is brought to you by Wix Studio. This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background
This episode is brought to you by Wix Studio. We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways Lin
This episode is brought to you by Wix Studio. Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approa
In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This e
This episode is brought to you by Wix Studio. The delicate interplay of customer experience (CX) and employee experience (EX) forms the backbone of today's hospitality management, where understanding and valuing the contribution of each employe
This episode is brought to you by Wix Studio. The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they
This episode is brought to you by Wix Studio. Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the
This episode is brought to you by Wix Studio. Jason Ferrell, Capital One’s managing vice president of experience design, is a designer at heart. Designing experiences in the current day comes with challenges related to customer experience, empl
Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning. Principal CX l
In the dynamic field of customer experience (CX), professionals need to develop and hone particular skills to navigate its challenges successfully. Cary Cusumano, an expert in CX management, has mastered this domain. Emphasizing the importance
In this episode of CX Decoded, Brianna Langley Henderson, a seasoned CX practitioner, delves deep into the implications of introducing generative AI into business organizations. She acknowledges the transformative potential of AI and its capaci
In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the CMSWire CONNECT Conference, CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven trac
Michelle Morris, customer experience leader for Verizon Connect, shares insights on customer satisfaction, loyalty, the necessity of cross-department collaboration and best ways to achieve data-driven success.
In this podcast episode, Sarah Kimmel, the vice president of research at Simpler Media Group, casts a discerning eye on "The State of the CMO" survey, offering a rare glimpse into the shifting landscape of chief marketing officers (CMOs) and th
Melissa Henley, an experienced CX leader at Luxion, the company behind KeyShot 3D software, explores the vital aspects of both customer and employee experiences. In this latest podcast with CMSWire's CX Decoded, Melissa, a CMSWire Contributor,
While positive employee experiences can enhance customer experiences, negative employee experiences can have the opposite effect. A famous SNL sketch parodies the frustrating experience of trying to cancel cable service, with a customer being r
In recent years, organizations have increasingly turned to digital experience platforms (DXPs) to improve their online presence and engagement with customers. In this episode of CX Decoded, we sat down with Sitecore’s Dave O’Flanagan, Optimizel
In a story that echoes the classic American dream, media mogul Oprah Winfrey started out working at a grocery store where she was forbidden to talk to customers, a move that left her feeling unfulfilled. However, she soon found a job at a radio
Johann Heinrich Pestalozzi, a Swiss educational reformer, is widely regarded as the father of modern education. Despite his relative obscurity today, Pestalozzi made major contributions to the field of education in the 19th century, pioneering
In this CX Decoded podcast, Jim Tincher, founder, CEO and journey mapper-in-chief at Heart of the Customer and author of the book "Do B2B Better," discusses the importance of talking to customers after a transaction has taken place. He uses his
Leonardo Da Vinci revolutionized the way people were painted during the Renaissance, and his "Mona Lisa" is the most famous painting in the world and is a cultural icon for beauty, in part due to what is usually described as her alluring and my
Thinking about getting the latest CX and marketing tools for your customer service agents or possibly investing in some artificial intelligence? Are you wondering whether the pandemic ended up hurting or helping digital customer experience? And
A recession can be like preparing to go backpacking. You have to decide what you need, what’s unnecessary and what might potentially weigh you down. CX leaders have to make similar decisions to successfully trek the current economic landscape.
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