The Talking CX Podcast
Do CX right, do it right now!
AI is Changing CX
– Are You Ready?
That’s why we have a blog about this! During our recent conversations with small to mid size business owners, the importance of efficient and cost effective business tools emerged as a top concern.
At the same time, the skyrocketing number of AI powered business tools has made it a challenge for business owners to identify the best AI for their unique situation.
It’s our goal with this blog to provide information that will help guide those decisions.
How Do AI Writing Features Impact Optimization?
Discover how AI writing features in AI content platforcan impact how much optimization you’ll be doing for AI generated content.
AI Content Writers – Can They Meet Expectations?
Are your expectations for A/i content writers realistic? Plus, how AI content writers can benefit customer experience, and their limitations.
How Does Google Rate Your AI Content?
Have you ever wondered how Google will rate your AI content? If so, you’ have lots of company. Well, Google has spoken and the answers are here!
One Small Thing
One Small Thing
KAMS Auto
Kicking off our 2023 series One Small Thing - What Small Businesses do that impacts their customer and business results - is KAMS Auto, a family owned small business in Acworth GA. Co-founder Shannon Stahl describes the journey from the humblest of beginnings to a highly successful, 5-star rated local business.
One Small Thing
Simply Noted
What if a robot could help you as a business owner do one small CX thing? And what if that thing was a very human and personal experience for your customers? We discuss with Rick Elmore, founder and CEO of Simply Noted , with an amazing solution we think every business can use.
One Small Thing
- Allison;s IVRs
It is a well know customer experience truth that first impressions count, and for many customers that first impression is the voice on the automated phone system. We discuss with Allison how her unique talents will change your perceptions of this experience forever.
Tales Fom the
Front Lines
Listen to Scott Gilbey, the Experience Handyman, discuss his experiences and adventures at the front line delivering customer and employee experiences. Scott discusses organizations he admires - Lowes, Delta Airlines, Home Depot, Ace Hardware and Collier County Public Schools Florida.
CX Around The World
CX Around The World
feat. Gurol Kurt
In the first of this two part series with Gurol Kurt, founder of Alterna CX, we discuss real world CX stories of Central European companies and Gurol's approach to CX Strategy. He explains how CX in Central Europe differs from the US and yhe lessons he's learned that can apply in any market.
CX Around The World
feat. Gurol Kurt
In the second of this two-part series Gürol Kurt discusses the Central Europe based AlternaCX report on the 5 top trends that every CX Professional would be wise to pay close attention to in 2022. Whether familiar or relatively new, each trend will play a key role this year in Central Europe and beyond.
CX Around The World
- Singapore
Neal Burge is the founder and CEO of Cognopia, a renowned leader in data driven transformation. With 11 years residency in Singapore he joins us to discuss his outside in view on how Singapore culture and customs drives best CX practices and makes CX in Singapore unique.
CX Around The World
feat. Georges Essama
Georges Essama serves as Head of Customer Relations at CamTel (Cameroon Telecommunications) where he has worked for 12 years in a variety of roles. Georges also serves on the CXPA Africa Regional Leadership Council. Join us as Georges shares real life stories from beautiful Cameroon in Central Africa.
CX Around The World
feat. Nicolette Wuring
Our guest Nicolette Wuring is from the Netherlands and the author of Customer Advocacy, a must read for any CX professional. Nicolette is a champion for the creation of safe and brave spaces for people on the front lines. In this first of two podcasts, Nicolette will explain why that is of such great importance.
CX Around The World
feat. Nicolette Wuring
We return with Nicolette Wuring, respected European CX practitioner leader and author of Customer Advocacy, a critical bok in the library of any CX passionate. Nicolette shares more stories about CX in her region. Plus - all you need to know about Krokettan!
Your Biggest 2021
CX Challenges
2021 CX Challenges
Survey Results
This is the 3rd year that Customer Results has conducted a global survey to identify and rank the priority of CX Challenges being faced.
The report is packed with insights, quotes from the community and, this year, some action thought starter ideas related to the top 10 challenges.
Deep Enough
Customer Understanding
Get a free CX book of your choice, shipped to you. Click here to leave us a voice message that either stumps or challenges Graham and if Robin uses yours Graham will buy you a CX book of your choice (he says as long as he can buy it on Amazon!). An other exciting opportunity to "Join the CX conversation"
The Key to
Employee Understanding
2021 is the year that understanding the employee experience has become a front and center concern for many organizations. In a post-Covid world it's more critical than ever for employers to understand what their unique group of employees need and how to prioritize a response.
2021 CX Challenges
Part 1 - CX Prioritization
We're excited to bring you the first of our 3 part series featuring CX consultant Jeff Sheehan to discuss the challenges around CX Prioritization. And we're giving away 10 free copies of Jeff's new book ' The Customer Experience Management Field Manual'. Just be one of the first 10 people to request a free copy!
2021 CX Challenges
Part 2 - CX Prioritization & ROI
We are giving away Jeff Sheehan's new book to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and measurements. Send us a message if you'd like a free copy! In Part 2 of this series Jeff discusses the dangers of CX burnout and setting the CX ROI bar too high.
2021 CX Challenges
Part 3 - ROI & Measurements
We're excited to bring you the last of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around ROI and Measurements. You can contact us at info@talkingcx.com to receive a free copy of Jeff's new book ' The Customer Experience Management Field Manual'!
The CX Science Series
An In-Depth Look at the
Customer Experience Operating Model
This tour of the CX building blocks will give you a birds eye view of the big CX picture and a detailed understanding of CX principles.
What the Heck is
CX Science
20 years into the modern CX movement executives believe CX is critical but to the CX discipline must become more formal, predictable, measurable and investable to continue to grow, moving from CX as Art to CX Science predictably impacting your Customer Experience Operating Model (CXOM).
Real CX Success is like Playing
CX Jenga
We cover the building blocks of the CX discipline with a strong focus on CX Science and why creating great CX is a lot like a game of Jenga. From customer persona, customer journeys and your CX operating model of channels, people, process, cx tech, data, measurement systems, products, services and partner.
CX Strategy Scuffles -
It's Ruff Out There
Delivering any experience starts with who you are targeting and why it is of benefit to both your customers and to your business. A North Star CX Strategy & Vision to guide your investments and actions. Using Rover.com as a favorite example of how an example of how a great CX Strategy really works.
The Fine Art Of
Knowing Your Customer
You cant define or deliver experiences to customers you don’t understand. We explore how personas, segments, audiences and experience journeys and journey maps help clarify interactions, painpoints and the key moments where you energize (or disappoint) your customers.
Delivering Your Experience
Is A BOM
Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the partners you work with and the products and services that you offer.
Experience Design
Making Your Journey Map Work
Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want and your customers need.
CX Tech
Stacking The Deck In Your Favor
Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterprise technology architecture.
CX Measurement
At The Heart Of CX Improvement
At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it.
More Season 1 Episodes
CX Conference
Roadtrips
3 months, 4 CX conferences including Forrester CX, Medallia's User Group, Chief Customer Officer Chicago and the inaugural Stratifyd user conference. Listen to what's happening in the world of CX as Graham discussed the hot topics of conversation at these key events.
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Talking CX is
. . . a podcast where you can listen to CX discussions
. . . a place to learn more about CX topics
. . . a connection to resources for your CX needs
. . . a place where you can join the conversation
Welcome, come on in and make
yourself at home!
Graham Clark
Featured Guest & Co-Founder
About Graham
Graham has 35 years of technology driven transformation, 21 years of digital transformation and 14 years of multichannel operational improvement success..
He is a passionate believer in integrated marketing, sales and service driven business results transformation for “digital first but not digital only multichannel customer experiences” in B2C and B2B environments.
After 12 years leading store, field sales and service, kiosk and contact center centric transformation organizations including a publicly recognized M&A assimilation practice, Graham entered the digital era in 1997 leading the launch of the first transactional website for AT&T.
Graham led 7 global consulting and systems integration practices with organizations such as E&Y, Cap Gemini, eLoyalty, Aegis Dentsu and Mphasis focused on digital and technology driven business transformation, founded 5 companies and led strategic initiatives across web, mobile, social media, messaging, contact center, store, kiosk and field sales and service organizations..
While Graham is a recognized speaker and thought leader his real passion is hands on engagement to ‘get things done’.
Robin Miller
Host & Co-Founder
About Robin
Robin brings her 20 years of experience in government, large global commercial companies, small startups and service providers to inform her passion for the power of customer experiences to transform operating performance.
“I’m passionate about representing the views of all our broad audience members; whether they are experienced CX professionals, professionals new to CX, or those at the start of their careers with an interest in CX.”
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