Episode 11: Solving Customer Analytics Challenges

Customer experience analytics is commonly considered as the discovery, collection and analysis of customer data. This data aims to help you make intelligent decisions through actionable insights. Whilst the field is rapidly growing, the exact scope and impact significantly varies from one organisation to another. Episode 11 of the CX Impact Podcast features GemSeek's managing director and renowned customer experience expert - Morgan Evans. Morgan and Momchil talk about the…

Episode 10: Measuring CX Against Competitors

In this episode, our host Momchil has a honest conversation with GemSeek's managing director - Ivaylo Yorgov on competition and the importance of being confident and able to deliver on your CX promises. You will learn how to track CX initiatives, check on what your competitors are doing and efficient tips and tricks to gain competitive advantage. Ivaylo has over 15 years of experience in CX and delivering data-driven insights.…

Episode 9: The Value of CX Recognition

Bring Awareness to Your CX Initiatives through CX Industry Recognition The dedicated work of a large number of organisations, institutions and associations make it possible for local CX networks, professionals and CX platforms to become a part of a global community. Industry awards are playing big role in this growing and evolving ecosystem. This episode of the CX Impact Podcast focuses on the value of CX awards and industry recognition.…

Episode 8: Choosing the Right CX Platform

How to choose the right platform for your CX initiatives Customer Experience Management technology market is growing rapidly. A few years back many new players were stepping in the market filling in different niches – for example, platforms specialised in a particular industry (B2B vs. B2C, insurance vs. telco, etc), operating in a specific region or company size (small, medium or large enterprise). Recently we've been observing a consolidation in…

Episode 7: Prove Your CX Investment

Building a Successful CX Program from Scratch In this episode, we dive into two of the hottest questions in the industry - how to prove the financial impact of your CX program and align across the customer journey. In the first part of the conversation, we will provide guidelines and examples on how to show your program ROI and how to go one step further and link your CX overall…