The CX Impact Pоdcast

Get to know the environment and the end users of your product, before further developing the idea Season 2's first episode of the CX Impact Podcast takes another perspective on customer experience, focusing on the foundational research and insights that could be later used for sales enablement and innovation within the healthcare domain. Our guest – a certified medical practitioner and seasoned expert in customer experience– Dr. Carl Machado, join…

In CX, the happy customers are the cheering fans on the stadium, in front of the TV and online This episode focuses on the t of similarities between customer experience and Gregorio’s passion sport – soccer. How he transforms the sports methodology into his day-to-day work and coaching, and who are the customers from the soccer’s perspective. Gregorio opens the doors to CX education and how AI technology helps to…

Take care of your most fragile clients Episode 16 covers the topic of fair treatment of vulnerable customers. According to the Merriam Webster dictionary, a vulnerable person is one that is easily hurt or harmed physically, mentally or emotionally. In each business, there is a segment of vulnerable customers that due to specific factors or circumstances. Those are not limited to disabilities or old age. This segment is susceptible to…

Understanding the trade-offs of bringing value to your customers We're brining you an episode, full of extremely valuable information on another CX-transforming concept - Decision-as-a-Service. The conversation with our guest focuses on the key steps of the DaaS implementation process, and sheds more light on another framework we've discussed prior - jobs-to-be-done, as well as meta jobs, executed by staff members. Graham Hill is a management consultant, Interim and Director…

Firestart your journey with a linked 360 experience management program The long-awaited episode 14 is dedicated to one of the hottest industry topics - Experience Management (EX). In these session, we discuss the latest trends and the growing demand to link CX to EX, as well as what is the actual connection between these two. Stay tuned to learn which are the low-hanging fruits each company can take advantage of…

From operational excellence to ultimate customer success Episode 13 of the CX Impact Podcast focuses on the key ingredients of achieving operational excellence and ultimate customer success. Our guest, the Global Principal of CX in HeidelbergCement - Judith van Heerwarden, sits down for a conversation on customer-centric culture and how to launch a successful CX and a global framework across 40 markets. Judith has 10+ year-experience in cultivating problem-solving and…