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Conversation 🇺🇸
by Conversation 🇺🇸The media resource dedicated to conversational experiences.
Copyright: iAdvize
Episodes
Conversation CX with Steve Belgraver - Creating an effective B2B customer experience program
25m · PublishedOn this episode of Conversation: CX, Steve Belgraver, the founder and ambassador of the European Customer Experience Organization, shares his tips and best practices for ensuring successful client service delivery.
Watch the interview for valuable insights:
- Explore what makes the B2B customer journey and client delivery unique
- Learn the main KPIs to consider when assessing the success of your customer service program
- Discover Steve's cross-functional approach to client delivery, and why it matters at enterprise scale
About Steve Belgraver :
Steve has 20 years experience in Service Management leadership, having worked for major Telecom and Solutions providers such as Vodafone and GTT, where he introduced Customer Journey mapping, and is a founder and ambassador of the European Customer Experience Organization.
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Tabitha Dunn, Ericsson: https://conversation.iadvize.com/en/tabitha-dunn-ericsson
Sandra Thompson, The Ei Evolution :
https://conversation.iadvize.com/en/sandra-thompson-the-ei-evolution
Jeff Sheehan, JS Consulting: https://conversation.iadvize.com/en/jeff-sheehan-cx-js-consulting
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Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
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Twitter: @iadvize
#18 Tabitha Dunn: A CX leader's first year: milestones for a successful transformation roadmap
24m · PublishedOn this episode of Conversation: CX, Tabitha Dunn, Chief Customer Officer at Ericsson, dives into a big topic for Customer Experience
leaders around the world: the CX transformation roadmap, emphasizing the importance of the first year.
Watch this insightful interview to:
- Explore how to identify the CX gaps, and prioritize them.
- Learn how to tie Customer Experience improvements to what matters to other leaders within your organization.
- Find out how to build the case for change in your company and within your teams.
About Tabitha Dunn:
Tabitha Dunn is the Chief Customer Officer at Ericsson, the Swedish multinational networking and telecommunications company and leading provider of 5G network equipment in the US. Tabitha has over 20 years of experience in CX. She successfully built five global customer experience functions from the ground up.
More info:
Tabitha Dunn on LinkedIn
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Sandra Thompson, The Ei Evolution :
https://conversation.iadvize.com/en/sandra-thompson-the-ei-evolution
Jörg Heinemann, Otto:
https://conversation.iadvize.com/en/joerg-heinemann-otto
Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
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Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
#17 Sandra Thompson: Unleashing the power of Emotional Intelligence to enhance CX
24m · PublishedOn this episode of Conversation: CX, Sandra Thompson, Founder of The EI Evolution, shares her insight into the key role of Emotional Intelligence to enhance the customer experience :
- How to differentiate Emotional Intelligence (EI) and empathy
- How to develop emotional intelligence skills
- How can we reconcile between AI and EI in order to enhance the customer experience
About Sandra Thompson :
Sandra Thompson is the first Goleman Emotional Intelligence Coach in the UK. She started out as a Customer Experience consultant in 2010 when she founded Exceed all Expectations, a management consultancy focusing on improving customer and employee experience.
More info:
Sandra Thompson on LinkedIn
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Jeff Sheehan, CX Advisor :
https://conversation.iadvize.com/en/jeff-sheehan-cx-js-consulting
Jörg Heinemann, Otto:
https://conversation.iadvize.com/en/joerg-heinemann-otto
Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
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Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
#16 Jeff Sheehan: Bridging theory and practice when implementing a CX strategy
23m · PublishedOn this episode of Conversation: CX, Jeff Sheehan, CX author of Customer Experience Management Field Manual and Principal CX Advisor at JS Consulting, shares his insight into building a high-functioning CX program while combining both theory and practice and the use of data:
- When designing your own customer experience program, what priorities should your business focus on
- How CX can be connected to business value in concrete ways
- How do you turn customer insights into real improvements
About Jeff :
Jeff Sheehan is a CX practitioner, author, and active member of the global CX community. He has been serving clients for over 25 years, with extensive experience in customer strategy and digital transformation management. Jeff is also the author of a CX Management Field Manual published in 2021 (Boston Business Books)
More info:
Jeff Sheehan’s LinkedIn profile
Jeff Sheehan's Book
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Jörg Heinemann, Otto:
https://conversation.iadvize.com/en/joerg-heinemann-otto
Marie-Helene Cuisson, Lowe’s Canada: https://conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
Alex Genov, Zappos: https://conversation.iadvize.com/en/alex-genov-zappos
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
#15 Jörg Heinemann, Otto: Innovating For Today’s Consumer
29m · PublishedOn this episode of Conversation: CX, Jörg Heinemann, Principal Innovation & Digitalization at Otto, shares his insight into innovating the digital customer experience and delivering smarter experiences across the customer journey:
- How using the full potential of omnichannel journeys is the future for CX and can optimize the customer experience
- How Live shopping is unavoidable if you want to excel in eCommerce since Jörg considerate it as “the bridge” for eCommerce and retail
- The key role of messaging when it comes to conversational commerce
About Otto :
Founded in 1949 and based in Germany, Otto is one of EU most successful ecommerce companies, and operates in more than twenty countries. Otto is primarily a retail e-commerce company, and as a shareholder, it also operates in e-commerce services.
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Marie-Helene Cuisson, Lowe’s Canada: conversation.iadvize.com/en/marie-helene-cusson-lowes-canada
Alex Genov, Zappos: conversation.iadvize.com/en/alex-genov-zappos
Howard Tiersky, CEO From: conversation.iadvize.com/en/howard-tiersky-from
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
#14 Marie-Helene Cusson, Lowe’s Canada: Owning Business and Customer Intelligence to Drive Conversions
14m · PublishedIn this episode of Conversation CX, Marie-Helene Cusson, Brand Marketing Director at Lowe's Canada, explains how to turn customer and business data into actionable insights that increase sales and customer satisfaction.
Listen to the interview to:
- Identify the mistakes to avoid when it comes to business and customer intelligence
- Learn how data can help you deliver the right marketing messages
- Leverage all of this data to improve online and in-store customer experience
About Lowe’s Canada:
Based in Boucherville, Quebec, Lowe’s Canadian business, together with its wholly owned subsidiary RONA inc., operates or services over 450 corporate and independent affiliate dealer stores under different banners, which include Lowe’s, RONA, Reno-Depot, and Dick’s Lumber.
Find more episodes to elevate your digital experience on conversation.iadvize.com
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Alex Genov, Zappos: conversation.iadvize.com/en/alex-genov-zappos
Howard Tiersky, CEO From: conversation.iadvize.com/en/howard-tiersky-from
How To: Live Shopping: conversation.iadvize.com/en/how-to-live-shopping
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us:
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
#13 Alex Genov, Zappos: Using psychology to design meaningful customer experiences
35m · PublishedIn this episode of Conversation CX, Alex Genov, Head of Customer Experience Research at Zappos, discusses customer-centricity, empathy, and personalization in the digital space and how technology comes into play when creating truly unique and memorable experiences.
Watch the interview to learn some of the reasons behind Zappos’ massive success:
- Explore how the brand always prioritizes the customer, consistently achieving a NPS of over 90
- Listen to Alex's insights on personalization and the best ways to measure it
- Discover his approach to empathy and how to scale customer care
About Alex Genov:
Alex is a research professional, holding a PhD in Experimental Social Psychology. He applies his Psychology background and his passion for research, design, and innovation to solve important customer and business problems. He is currently leading Customer Research for the Zappos Family of Companies.
Find more episodes to elevate your digital experience on conversation.iadvize.com
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Howard Tiersky, CEO From : conversation.iadvize.com/en/howard-tiersky-from
How To: Live Shopping: conversation.iadvize.com/en/how-to-live-shopping
Tiffani Bova, Salesforce: conversation.iadvize.com/en/tiffani-bova-salesforce
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us:
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
#12 Howard Tiersky, CEO From - Connecting CX to Business Results
27m · PublishedIn this episode of Conversation CX, Howard Tiersky, CEO of From, the Digital Transformation Agency, explores how to ignite the direct link between customer experience and business success for brands.
Watch the interview to get key insight into:
- How to positively influence human behavior to impact business growth
- Why customer experience is at the heart of successful digital transformation
- The importance of storytelling in CX.
About Howard Tiersky:
Howard is the CEO of From, The Digital Transformation Agency. He was named a Top 10 Digital Transformation influencer Enterprise Management 360 and a Wall Street Journal bestselling author. Howard helps executives at large brands transform their customer experience to win in today’s digital world.
👉 Find more episodes to elevate your digital experience on conversation.iadvize.com
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
How To: Live Shopping: conversation.iadvize.com/en/how-to-live-shopping
Tiffani Bova, Salesforce : conversation.iadvize.com/en/tiffani-bova-salesforce
Alexander Graf, Spryker: conversation.iadvize.com/en/alexander-graf-spryker
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us
LinkedIn: www.linkedin.com/company/iadvize
Instagram: @iadvize
Twitter: @iadvize
#11 Salesforce - Putting the customer at the center of your growth strategy with Tiffani Bova
31m · PublishedOn this episode of Conversation CX, Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce and best-selling author of Growth IQ shares her expertise on leveraging customer centricity to accelerate business growth.
- Connect the dots between your employee experience, customer experience and business growth
- Learn how to make customer service a revenue-generating machine for your business
- Listen to Tiffani’s tips to design powerful digital-first customer experiences
About Tiffani Bova: As Global Customer Growth and Innovation Evangelist at Salesforce, Tiffani works with some of the most innovative companies in the world as they look to transform the way they engage with customers, grow their business and create memorable customer experiences. She is the author of Wall Street Journal Bestseller Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business (Portfolio, August 2018).
Find more information on this interview at: conversation.iadvize.com/en/tiffani-bova-salesforce
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Alexander Graf, Spryker: conversation.iadvize.com/en/alexander-graf-spryker
Christophe Carrere, EMG: conversation.iadvize.com/en/christophe-carrere-emg
Larry Rodgers, Verizon: conversation.iadvize.com/en/larry-rodgers-verizon
▬▬▬▬▬▬▬▬▬▬▬ SUBSCRIBE TO OUR CHANNELS ▬▬▬▬▬▬▬▬▬▬▬
Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
Follow us 👉
LinkedIn: www.linkedin.com/company/iadvize
Instagram: iadvize
Twitter: @iadvize
#10 Spryker - Adapting and Thriving in e-Commerce with Alexander Graf
32m · PublishedOn this episode of Conversation: CX, Alexander Graf, Spryker co-founder and co-CEO, discusses how to stand out and deploy a successful e-commerce strategy driven by flexibility and innovation.
- Wow your customers/prospects with a better customer/product experience than your competitors
- Explore the top 3 priorities for brands selling products on their e-commerce site today
- Everything is about speed and adaption nowadays. "Innovate or die" might just be one of the smartest mottos out there right now.
About Alexander Graf: Alex is a passionate e-commerce entrepreneur who has built more than ten companies. He firmly believes in the motto: "Innovate or die", meaning those who stop moving forward and refuse to change will not stand a chance in the future.
Find more information on this interview at: conversation.iadvize.com/en/alexander-graf-spryker
▬▬▬▬▬▬▬▬▬▬▬ OTHER CONVERSATION CX EPISODES ▬▬▬▬▬▬▬▬▬▬▬
Christophe Carrere, EMG: conversation.iadvize.com/en/christophe-carrere-emg
Larry Rodgers, Verizon: conversation.iadvize.com/en/larry-rodgers-verizon
Derric Haynie, Ecommerce Tech: conversation.iadvize.com/en/derric-haynie
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Spotify: open.spotify.com/show/3XcrUKQBADogaoqacWZz9R?si=-CEXiaTuRLyqIM0QWrtUeQ
Apple Podcasts: podcasts.apple.com/us/podcast/conversation/id1566093221
YouTube: www.youtube.com/c/Iadvize-com
FOLLOW US:
LinkedIn: www.linkedin.com/company/iadvize
Instagram: iadvize
Twitter: @iadvize
Conversation 🇺🇸 has 20 episodes in total of non- explicit content. Total playtime is 8:54:24. The language of the podcast is English. This podcast has been added on August 26th 2022. It might contain more episodes than the ones shown here. It was last updated on October 10th, 2023 19:20.
