Episode 17: CX & Soccer

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…

Episode 16: Vulnerable Customer Experience (vCX)

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…

Episode 15: Transforming CX with Decision as a Service

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…

Episode 14: From CX to EX

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…

Episode 13: Transforming B2B CX

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…

Episode 12: Reinventing partnerships with CX vendors

Make the most out of your CX partnerships In this episode of the CX Impact Podcast, our host Momchil Blaskov has a sit down with procurement expert Alex de Groot. What it takes to sustain a credible partnership with a CX vendor? How to select your CX vendor and ways to boost the value while keeping costs reasonable. Alex has over decade of experience in procurement expert. His resume includes…