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…

Episode 6: CX by Design

Taking CX Programs to the Next Level In this episode, we are giving the stage to one of the leading CX women experts. We focus our attention on how to design and execute digital transformative and impactful CX solutions, how to move your CX program to the next level, why now is the time to invest in CX and how to guarantee your success. We also list CX program principles…
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…