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Welcome to the ExPEERience podcast, where leaders in the field of world-class Customer Experience (CX) share insights on how to differentiate your brand by delivering exceptional experiences. Listen in on the dynamic conversation as host Paula Hansen, SAP Customer Experience Chief Revenue Officer, captures the stories, expertise and practical advice of thought leaders, executives and futurists who are defining the CX of tomorrow. Hear about advancements in technology that are helping to rede ...
 
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On this, the final episode in this season of ExPEERience, we’re looking at CX of the future. How is what your customers are expecting from their experiences changing? How can we deliver the experiences of tomorrow? And how will technology like AI and machine learning play a part? Here’s who is joining me and just some of the future-forward wisdom t…
 
In this episode of ExPEERience, it’s time to look at the realities of delivering great CX in a digital space. How can you make your customers feel connected to your brand through non-human interactions? How far can you go with personalization before it gets “creepy”? And how do you give customers the same experience across multiple platforms? To he…
 
Today, we’re looking at how attention to great customer experience can preserve or even strengthen that relationship when things go wrong. What happens when an order goes missing, a new purchase breaks, or an event is ruined. No company is immune to a crisis and it’s at times like these when your relationship with your customer comes under threat. …
 
In this episode, I’ve assembled a global cast of outstanding customer experience leaders to discuss the transformational effect a rich and robust community can have on the customer experience your brand delivers. Here’s just a taste: Tony Ambroza, Chief Brand Officer with Carhartt, tells me that a community-centric perspective was built into the co…
 
In this episode, we’re doubling down on what it takes to make not just good customer experiences, but great ones. How your brand can move from merely satisfying customers to delighting them. And how you can create experiences that aren’t just pleasant, but truly remarkable. To unpack the myriad initiatives a brand might take, I sat down with a few …
 
Let’s start with the very foundation of customer experience: How do you define customer experience? Where does customer experience fit in the long list of your company’s priorities, like having a great product or a compelling price point? And what defines a great customer experience leader? To help answer these questions, I invited a few exceptiona…
 
What does it mean to deliver an exceptional customer experience? Is it possible to build amazing experiences before engaging with customers? And how can you anticipate your customers’ future needs and preferences, so you can evolve your CX efforts to meet their ever-changing needs? Hi, I’m Paula Hansen, Chief Revenue Officer for SAP Customer Experi…
 
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