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Companies around the world are using the Net Promoter System to deliver the voice of the customer to employees inside their operations and increase loyalty and customer lifetime value. Loyal...
Episode 262: What happens when a cold-pressed juice passion with humble beginnings in your own kitchen counter suddenly meets nationwide dem...
Episode 261: What if you could use AI-generated customer twins to test value propositions, pricing, and demand before you go to market? That...
Episode 260: When customers must re-explain the same problem, reopen old tickets, and chase for follow-ups, a shiny new tool won't help unle...
Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discour...
Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy? Charlon McIntosh...
Episode 257: How do you earn the next banking customer ' s loyalty, one moment at a time? Focus on what customers choose, and why. According...
Episode 256 : What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard. At IMG Acad...
Episode 255: One of healthcare's biggest blind spots? When patients turn 18. It's the moment they age out of pediatrics and fall headfirst i...
Episode 254: What if the future of AI in customer experience is built not by giant platforms but by small, reusable, open source AI agents?...
Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving. Desjardins is a 125-yea...
Episode 252: Most CX maturity assessments ask how you think you're doing. This one demands proof. Erin Wallace, director of client engagemen...
Episode 251: In 2018, Dell set out to do something big: turn customer feedback into a system that could not only provide insights, but help...
Episode 250: Comcast solved the age-old problem of how to make employee suggestions a powerful, reliable source of value-driving improvement...
Episode 249: When " revenge travel" brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and reven...
Episode 248: At Dominion Energy, keeping the lights on isn't just a priority—it's the single biggest driver of customer experience. But as c...
Episode 247: What if customers achieve real results—but don ' t know it? Most vendors sell functionality. Mari Cross wants customers to see...
Episode 246: The AI future of customer service is already here—and it ' s better than most people think. In this episode, Deon Nicholas, Pre...
Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator? Eduard...
Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making c...
Episode 243: At Emory University, 99% of donations come from just 8% of donors. It's a small alumni minority funding almost the majority of...
Episode 242: Wells Fargo has established a clear position on artificial intelligence: If you can't explain how an AI model works, you should...
Episode 241: When is mastering the basics a differentiator? In an industry where complexity is the norm, Prudential Group Insurance has made...
Episode 240: How has the Chief Customer Officer (CCO) role evolved over time? Traditionally focused on tracking metrics, CCOs now play a pro...
Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another?...
Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ens...
How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup's Head of Analytics fo...
Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Mac...
Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a...
Why do some retailers excel at creating a welcoming environment for a diverse customer base while others fall short? Bain & Company's Naiara...
What if the key to creating truly innovative products and solutions lies at least as much in uncovering the deep emotional and attitudinal n...
Matt Harris, Partner at Bain Capital Ventures, argues that generative AI will soon empower customers in unexpected ways. Consumers, he predi...
Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose" author, hold a working session o...
Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms? IMG Academy, a Flori...
How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks? Stan Swinton, Founder...
How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic? In this episod...
How does an insurance industry leader integrate a simple yet profound question—Would you do that to your mom?—to transform customer service...
How do the needs of students at for-profit, mostly online colleges differ from those of typical college students? They often require financi...
How do high-quality NPS benchmarks unlock strategic priorities and initiatives? What if your NPS data seems highly counterintuitive? For exa...
From reshaping the playful culture of a global toy company to cracking the customer-centricity code at Zurich Insurance, how did Conny Kalch...
Host Rob Markey welcomes Mark Slatin, CEO of EmpoweredCX, to dissect the intricate dynamics of trust within customer experiences. Drawing in...
In this episode, we launch our new show name: The Customer Confidential Podcast. We chose it after seeking lots of listener and guest input...
How do you measure patient experience and empathy within the healthcare industry in a way that truly captures real emotion and real experien...
How can an organization's passion for high-quality culinary delights forge unbreakable customer bonds? For food wholesaler METRO's customers...
With an array of streaming platforms and the same amount of time in the day, getting an accurate read on where your customers spend their sc...
In a digital-first environment, successful brands stay ahead of the curve by prioritizing agility and experimentation. Instead of merely sol...
What makes people recommend your brand and services to others? Winning referrals are more than just a marketing channel ; t hey're a way to...
In this episode, Ben Reason , CEO and founder of Livework, and Rob Markey discuss how , by taking consumers' needs and emotions into account...
How can companies get revenue forecasting and value creation right? By slowing down. Michael Mauboussin , h ead of Consilient Research at Co...
Investing in customer happiness can be the surest way to high Net Promoter Scores. But how do you accomplish that while maintaining a health...
In this episode, guest Allison Hartsoe, managing director of customer and growth at EY and author of The Age of Customer Equity , and Rob Ma...