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Latest insights
Customer ExperienceIs automation the key to more human, personalized experiences?
On this episode, we explore practical strategies for maintaining authentic customer connections and how, paradoxically, automation can make your experiences more human — not less.
37 minsFebruary 25, 2025Is experience management the new customer experience?
On this episode, we explore whether it’s time for leaders to reframe their thinking from traditional customer experience to experience management.
Customer ExperienceIs experience management the new customer experience?
On this episode, we explore whether it’s time for leaders to reframe their thinking from traditional customer experience to experience management.
Digital ExperienceThe era of AI-driven personalization is here. What now?
On this episode, we discuss the evolution of personalization in the customer experience — and how brands can leverage AI to create personalized experiences at scale.
Customer ExperienceWhat big questions should CX leaders ask to improve customer outcomes?
On this episode, our expert guests from past episodes each share one big question that customer experience leaders need to ask themselves to deliver better customer outcomes — and explore practical ways to find the answers.
Customer ExperienceHow can brands turn customer success into their second growth engine? (feat. Daphne Costa Lopes of HubSpot)
On this episode, we discuss how B2B brands can turn customer success into a powerful engine for sustainable growth.
Customer ExperienceHow can leaders win and optimize investment in CX?
On this episode, we explore strategies for building a compelling business case for customer experience (CX) investment — and how to optimize the budget you’ve secured.
33 minsSeptember 26, 2024How can you maintain customer affinity while rebranding?
On this episode, we explore the connection between brand and customer experience — and how to maintain positive customer sentiment while undergoing a rebrand.
Customer ExperienceHow can you maintain customer affinity while rebranding?
On this episode, we explore the connection between brand and customer experience — and how to maintain positive customer sentiment while undergoing a rebrand.
AI DataWhat does customer loyalty look like in the age of AI?
On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers.
Customer ExperienceHow can you act as a customer experience change agent in your organization?
On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations.
Customer ExperienceHow can brands design and deliver seamless customer experiences?
On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences.
Customer ExperienceHow can brands deliver experiences that create loyal customer advocates?
On this episode, we discuss a longstanding focus for customer experience leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth.
21 minsApril 23, 2024Retail & EcommerceWhat is the Frank And Oak secret for adapting to changing customer preferences?
On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.
Customer ExperienceRetail & EcommerceWhat is the Frank And Oak secret for adapting to changing customer preferences?
On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.
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