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…
cx impact podcast - customer experience manager

Episode 5: Re-Energise Your CX Strategy

Your CX Program Needs a Fresh Perspective CX programs sometimes fail. The worst thing a CX leader can do in such situation is give up. Typically, when a customer experience initiative is not performing well enough, there are multiple ways to determine whether to continue further and workarounds to fill-in the gap before a crisis happens. In this episode of the CX Impact Podcast, we talk about what are the…
girl-on-a-laptop-making-a-podcast

Episode 4: The Human Experience in Healthcare

The Human Experience in Healthcare We will into the Patient experience world to learn how to provide compassionate care and why this leads to improvement in clinical, operational and financial outcomes. We provide many practical examples of how to start a patient experience program, run it smoothly and why we should shape our experience as humans (patients, physicians and providers) together. We discuss the impact of COVID-19 on PX and…