This is the place to hear and share stories of what doing CX right looks like in real life.

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/10/14/5/21106157-c670-4152-8b20-836564434e6c_s2_ep5_part_2_cx_prioritization_and_roi.mp3

We are giving away <a href="https://www.amazon.com/Customer-Experience-Management-Field-Manual-ebook/dp/B0992GRMBY" rel="nofollow">Jeff Sheehan&#39;s new book</a> to show our appreciation for all of our listeners during our three part series on CX prioritization, ROI, and measurements. <a href="mailto:info@talkingcx.com" rel="nofollow">Send us a message </a>if you&#39;d like a free copy!In Part 2 of this series Jeff discusses the dangers of CX burnout, and the pitfalls of setting the CX ROI bar too high.<a href="https://www.talkingcx.com/podcast/2021-cx-challenges-cx-prioritization-roi/" rel="nofollow">Find Resources Here</a>

Part 2 of a 3 Part Series With Jeff Sheehan

2021 CX Challenges - CX Prioritization & ROI feat. Jeff Sheehan

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/8/30/22/69a7cd46-382a-49c0-bb36-c4c753dc9ba4_s2_ep4_part_1_cx_prioritization.mp3

We&#39;re excited to bring you the first of our 3 part series with CX consultant extraordinaire Jeff Sheehan to discuss the challenges around CX Prioritization, ROI, and Measurements. And we&#39;re celebrating this occasion by giving away 10 free copies of Jeff&#39;s new book &#39; The Customer Experience Management Field Manual&#39;! Just be one of the first 10 people to request a free copy and we&#39;ll send it out to you. You can contact us at info@talkingcx.com.In Part 1 of this series Jeff shares his stories and experiences of how he&#39;s dealt with CX prioritization, and we explore some of the differences between how this is handled in Europe compared to the US.<a href="https://www.talkingcx.com/podcast/cx-challenges-2021-cx-prioritization/" rel="nofollow">Find Resources Here</a>

Part 1 of a 3 Part Series With Jeff Sheehan

2021 CX Challenges - CX Prioritization feat. Jeff Sheehan

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/7/12/5/a87f88ad-f540-44d2-a54a-085e853e9ee7_s2_ep3_employee_understanding.mp3

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&#39;s more critical than ever for employers to understand what their unique group of employees need and how to prioritize a response.- What are the biggest challenges to success in this area?- Are some of those challenges similar to the ones businesses face as they seek to understand their customers?- How are technological advances - for example in the area of voice analytics - setting up to hit employers hard and soon?- How are some forward thinking businesses creating an employee focused culture?- Will their creativity and dedication to their employees work for your business?<a href="https://www.talkingcx.com/podcast/cx-challenge-2021-employee-understanding/" rel="nofollow">Find Resources Here</a>

2021 CX Challenges - The Key to Employee Understanding

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/5/25/23/121dd4a0-28f8-4abd-a393-657d7221754c_s2_episode_2_deep_enough_cusomer_understanding.mp3

Get a free CX book of your choice, shipped to you. <a href="https://www.talkingcx.com/record-voice-message/" rel="nofollow">Click here to leave us a voice message</a> 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 &#34;Join the CX conversation&#34;   &#34;&#34;Ensure Deep Enough Customer Understanding&#34; was prioritized in our top 2 CX Challenges survey results for the 2nd year in a row.Hear the answers to these and many more questions- What do we mean when we say Customer Understanding?- Why is it important?- What CX techniques represent that understanding? <a href="https://www.talkingcx.com/podcast/cx-challenge-2021-customer-understanding/" rel="nofollow">Find related resources here</a>

CX Challenges - Ensure Deep Enough Customer understanding

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/3/14/21/432ae9f7-c6d2-4930-88a0-825dac1b534b_s2_ep1_2021_cx_challenges_survey.mp3

This is the 3rd year that Customer Results has conducted a global survey to identify and rank the priority of CX Challenges that we are facing. The report is packed with insights, quotes from the community and, this year, some action thought starter ideas related to the top 10 challenges. <a href="https://www.talkingcx.com/podcast/2021-cx-survey/" rel="nofollow">Find related resources here</a>

This is the 3rd year that Customer Results has conducted a global survey to identify and rank the priority of CX Challenges that we are facing. The report is packed with insights, quotes from the community and, this year, some action thought starter ideas related to the top 10 challenges 

Find related resources here: https://www.talkingcx.com/podcast/2021-cx-survey/

2021 CX Challenges Survey Results

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/3a39a895-d1a1-4c3e-b834-fda7f6199213_episode_9_draft_190img.mp3

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.  <a href="https://www.talkingcx.com/podcast/cxscience-8-cx-measurement-at-the-heart-of-cx-improvement/" rel="nofollow">Find related resources here</a>

You  cant improve what you dont measure and you cant understand if you cant listen. Graham and Robin discuss the importance of measurement in delivering world class CX. Listening to your customers, analyzing what they tell you for insights and acting on ...

You  cant improve what you dont measure and you cant understand if you cant listen. Graham and Robin discuss the importance of measurement in delivering world class CX. Listening to your customers, analyzing what they tell you for insights and acting on it whether in immediate response or informing systematic improvements.
Hear how Voice of Analytics (VoA) is transforming Voice of Customer (VoC) feedback and the importance of Operating and Financial metrics in truly delivering CX leadership.  
Resources
CX Tech, VoC, EFM & CX Analytics Selection Guide

Episode #8 CX Measurement - The Heart Of CX Improvement

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/5cef859c-97b1-4ff6-bf5b-1a5173305cf6_episode-8_draft_1_1_bps76.mp3

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.<a href="https://www.talkingcx.com/podcast/cxscience-7-cx-tech-stacking-the-deck-in-your-favor/" rel="nofollow">Find related resources here</a>

The CX Tech Stack (the elements of your Enterprise Tech Stack that enables Customer Experience) is a key part of efficiently and effectively designing, delivering and measuring and improving CX, especially at Scale.
Resources
Your CX Tech Stack Is Critic...

The CX Tech Stack (the elements of your Enterprise Tech Stack that enables Customer Experience) is a key part of efficiently and effectively designing, delivering and measuring and improving CX, especially at Scale.
Resources
Your CX Tech Stack Is Critical To Delivering CX ROI & Results
 

Episode #7 - CCX Tech, Stacking The Deck In Your Favor

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/5db46825-3d33-4505-9985-a1b84728b3d1_TCX_episode-7_Final.mp3

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.<a href="https://www.talkingcx.com/podcast/experience-design-making-your-journey-map-work/" rel="nofollow">Find related resources here</a>

Once you understand your customer needs, probably defined in a Customer Journey including the most important moments and interactions it is time to Design Your Experiences. 
Graham and Robin discuss how that is done in the real world and continue the mor...

Once you understand your customer needs, probably defined in a Customer Journey including the most important moments and interactions it is time to Design Your Experiences. 
Graham and Robin discuss how that is done in the real world and continue the mortgage application theme they started last time by comparing and contrasting fast growing Rocket Mortgage with a Credit Union Mortgage Application example and why both are just perfect, for different Customer personas. 

Episode #6 Experience Design - Making Your Journey Map Work

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/3c46d906-f2db-4c9f-80e9-ef367d277faf_TCX_Episode_6_Business_Operating_Model_4_.mp3

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.  <a href="https://www.talkingcx.com/podcast/cxscience-5-the-dummies-guide-to-delivering-experiences-its-your-business-operating-model/" rel="nofollow">Find related resources here</a>

Your Business Operating Model is the interaction channels, people, organizations, processes, technology, data and partner ecosystems that actually deliver your customer experiences.
Graham and Robin discuss these elements in the context of the mortgage a...

Your Business Operating Model is the interaction channels, people, organizations, processes, technology, data and partner ecosystems that actually deliver your customer experiences.
Graham and Robin discuss these elements in the context of the mortgage application  scenario they have been using for the past few podcasts.

Episode #5 - Delivering Your Experience Is A BOM

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/d5a28534-af90-4f89-9a1b-1d0188eb8713_TCX_Episode_5_Final.mp3

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.<a href="https://www.talkingcx.com/podcast/cx-science-4-the-fine-art-of-knowing-your-customer/" rel="nofollow">Find related resources here</a>

Discover the tried and true methods your business can use to find out who your customers really are and what they are thinking about you.
 
Resources
Customer Understanding by Annette Franz
A High Level Customer Journey Example

Episode #4 - The Fine Art of Knowing Your Customer

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/8ee3f36c-3dc0-4528-83cc-66ed6d8dd6bf_TCX_Episode-4_Final.mp3

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 &amp; 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.  <a href="https://www.talkingcx.com/podcast/cx-science-3-cx-strategy-scuffles-its-ruff-out-there/" rel="nofollow">Find related resources here</a>

Graham and Robin explore the impact of both good and not so good CX strategies on pet parents and their floofy companions. Find out which CX strategies have led to pawsitive results and why.
Resources
Will 2021 be the year of CX as the North Star?

Episode #3 - CX Strategy Scuffles - It's Ruff out There

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/a3902ac8-18d2-43ca-9a01-31ecb149505f_tcx_episode-3.mp3

Hear the highlights of CX conferences and listen to Graham recount a personal customer experience gone wrong.

Hear the highlights of CX conferences and listen to Graham recount a personal customer experience gone wrong.

CX Roadtripping

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/5ff2acad-9044-4096-b303-26f8ddf8c72d_TCX_episode_2.mp3

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.<a href="https://www.talkingcx.com/podcast/cx-science-2-real-cx-success-is-like-playing-cx-jenga/" rel="nofollow">Find related resources here</a>

Listen as Graham explains the building blocks of CX science and Robin tries out a new analogy. Plus listener responses to Graham's 'CX as war' themes.
See the CX Operating Model.
Watch a YouTube video of a Jenga game
We'd love to hear from you! Contact u...

Listen as Graham explains the building blocks of CX science and Robin tries out a new analogy. Plus listener responses to Graham's 'CX as war' themes.
See the CX Operating Model.
Watch a YouTube video of a Jenga game
We'd love to hear from you! Contact us and let us know what you think - comments, questions, your experiences, customer experience topics you'd like to hear.
 
Listen now on Google Play, Spotify, iHeart radio, Podbean, and others. iTunes coming soon.
 
 
info@talkingcx.com
833-482-5529
 
 Twitter

Episode #2 - Real CX Success is like Playing CX Jenga

https://s3.us-east-2.amazonaws.com/pod-public-media-files/2021/1/29/10/5bfe88a9-e6b9-4a01-9c57-79ec153cab63_TCX_Episode_1.mp3

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).  <a href="https://www.talkingcx.com/podcast/cx-science-1-what-the-heck-is-cx-science/" rel="nofollow">Find related resources here</a>

What does CX science look like and why does it matter? Listen as our co-host Graham Clark tries to make sense out of it all while avoiding too many military references. 
 
Resources
CX Science Intro
 
We'd love to hear from you! Contact us and let us kno...

What does CX science look like and why does it matter? Listen as our co-host Graham Clark tries to make sense out of it all while avoiding too many military references. 
 
Resources
CX Science Intro
 
We'd love to hear from you! Contact us and let us know what you think - comments, questions, your experiences, customer experience topics you'd like to hear.
 
Transcript
 
info@talkingcx.com
833-482-5529
 
 Twitter

Episode #1 - What the Heck is CX Science??

Do CX Right, Do It Right Now!

This is the place to hear and share stories of what doing CX right looks like in real life.

Talking CX

Episodes

2021 CX Challenges - CX Prioritization & ROI feat. Jeff Sheehan

2021 CX Challenges - CX Prioritization feat. Jeff Sheehan

2021 CX Challenges - The Key to Employee Understanding

CX Challenges - Ensure Deep Enough Customer understanding

2021 CX Challenges Survey Results

Episode #8 CX Measurement - The Heart Of CX Improvement

Episode #7 - CCX Tech, Stacking The Deck In Your Favor

Episode #6 Experience Design - Making Your Journey Map Work

Episode #5 - Delivering Your Experience Is A BOM

Episode #4 - The Fine Art of Knowing Your Customer

Episode #3 - CX Strategy Scuffles - It's Ruff out There

CX Roadtripping

Episode #2 - Real CX Success is like Playing CX Jenga

Episode #1 - What the Heck is CX Science??

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