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CX TrendsHow do customer expectations change in difficult economic climates?
On this episode, we discuss how customer expectations change in difficult economic climates, and how brands can adapt. Listen for insights from Charles Lindsey, associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, vice president of customer experience innovation at TELUS International.
Scaling & GrowthMatt Dixon on overcoming customer indecision
Customer experience analyst and best-selling author, Matt Dixon, shares insights from his new book, The JOLT Effect: How High Performers Overcome Customer Indecision. Listen for his latest findings.
CX Best PracticesThe Home Depot on shaping CX with strong values
On this episode, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot’s CX strategy.
CX Best PracticesHow Melio uses CX as a brand-defining moment
On this episode, you’ll hear Ingrid Olson, director of customer experience at Melio, share a fresh perspective on CX during periods of expansive growth.
Scaling & GrowthIs your business plan future-proof?
On this episode, you’ll hear Cainthus CEO Aidan Connolly’s outlook on new technologies and the future of customer experience.
CX Best PracticesHow Daily Harvest delivers premium CX at scale
On this episode of TELUS International Studios, we’re joined by Joe Gilgoff, VP of Customer Care at Daily Harvest, who started his career on the customer care frontlines. Joe emphasises the message that you do not have to sacrifice quality in scaling an operation.
Generational SupportBrian Solis on the novel economy and Gen-N
From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy, and what it all means for your company. Brian Solis identifies this time as the “novel economy” and he introduces a new cross-generational demographic, called Generation N.
CX Best PracticesAnnette Franz on tackling CX pain points
Annette Franz, Founder and CEO of CX Journey joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside.
CX TrendsHow Shopify adapted to demand during the pandemic
John Riordan, Director of Support and Chairman of the Board, Shopify, gives insight into how operations have changed due to the pandemic. John also deep dives into why a work from home model can and will change everything for the world of CX.
CX Best PracticesWhat CX means to venture capitalists
Andrew Steele from venture capital firm Activant Capital joins this episode to discuss exactly how VCs look at how companies approach their customer experience model.
CX Best PracticesHow Indeed.com views and masters client success
Deserie Dulaney, VP of Client Success at Indeed.com, joins us to talk about the evolution from customer support to customer success.
CX Best PracticesShifting customer engagement from transactional to human
Jonathan Legge (Co-founder and CEO of &Open) discusses how &Open is helping major companies win their customer’s hearts through the age-old practice of giving and why real relationships are built on care.
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