최고 Online Platform 팟캐스트 (2024)

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Ep. 161: Marketing Expert And Former WSJ Director Of Global Brand Marketing On The 360 Degree View 27:08

2+ y ago27:08

27:08

More times than not, building a 360 degree view of the customer begins with digital marketing and building a positive perception of a product or service before the purchase and post-purchase phase. Today, business leaders are quickly realizing that they need to align marketing with CX to drive customer acquisition before focusing on customer retent…

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Ep. 160: Google's Rob Lawson On The Future Of Business Messaging 21:26

2+ y ago21:26

21:26

CCW Digital's Matt Wujciak and Google's Rob Lawson discuss how Google has turned Search, Maps and more into a conversational experience with Business Messages. Before Google, Rob started (and sometimes sold) companies focussed on mobile advertising, games, communities and messaging. In this fireside chat, you’ll learn: -Different mobile commerce tr…

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My online paralegal study platform (Trailer) 0:53

2+ y ago0:53

0:53

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Taking this podcast in a new direction 2:01

2+ y ago2:01

2:01

Hi friends! I recently started school to get my BA as a paralegal here in Ohio. When I was looking at the options available for podcasts to help someone study or to go over information in general there wasn’t a lot. Sure there are current paralegals talking about current affairs but nothing for someone on school. In hopes to create something to hel…

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Ep. 159: WSJ And NYT Bestselling Author Shep Hyken On Improving Customer Loyalty 28:06

2+ y ago28:06

28:06

Chief Amazement Officer, Shep Hyken and CCW Digital Senior Analyst, Matt Wujciak discuss the top takeaways from Shep's new book "I'll Be Back: How to Get Customers to Come Back Again & Again." Topics include: -Shep's number 1 business measurement leaders should be monitoring -Why loyalty programs don't always drive loyalty -Technology driven person…

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Ep. 158: What Manufacturing Can Teach Us About Customer Service Operations 32:57

3y ago32:57

32:57

CCW Digital's Principal Analysts Brian Cantor and Matt Wujciak sit down with Servicenow’s Industries Director, Manufacturing, Joe Mulrooney to discuss: -The increasing importance of after sales support, specifically in manufacturing (and what other industries can learn as well) -Challenges and obstacles to focus on such as: process optimization, co…

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Ep. 157: Leveraging Customer Insights For Exceptional CX 18:11

3y ago18:11

18:11

Customer relationships in retail banking are ultimately predicated on trust, but achieving this level of authority isn’t easy, as we continue to see customer behavior evolve. However, at the end of the day, there is always a premium on understanding your customer. In this episode, Paul Brown, Principle Product Manager at OpenText, gives his insight…

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Ep. 156: Building Customer Trust Through Personalized Banking Experiences 23:19

3y ago23:19

23:19

Convenient digital experiences have become table stakes in the hypercompetitive world of retail banking. True brand differentiation -- and lasting customer loyalty -- hinges on securing trust through personalized experiences at every moment of truth. What does it take to deliver that degree of personalization and trust in the digital world? How do …

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Ep. 155: Why Digital CX Platforms Matter Now More Than Ever 24:23

3y ago24:23

24:23

Over time banks have built a unique blend of technologies, processes, and culture to address customer requirements. One of the challenges retail banks face today is understanding their toolbox of IT architecture to deliver on their brand promise. As customer experience becomes the major differentiator, uncovering improvement areas to create more va…

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Ep. 154: The Difference Between Remote Work And Work-From-Home 48:16

3y ago48:16

48:16

Is remote work really the future, or will there be more of a hybrid policy? Will companies offer remote work as a perk to senior level employees only, or for everyone? Will certain departments come into the office some days out the week while others are in an office every day? How will this influence leasing costs for office space? And arguably mos…

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Ep. 153: How Vaccine Management Is Transforming Healthcare (And Customer Service) 32:16

3y ago32:16

32:16

On this special episode sponsored by ServiceNow, CCW Digital's lead analysts Brian Cantor and Matt Wujciak sit down with Mike Luessi, ServiceNow's GM for healthcare and life sciences, to discuss how COVID-19 has impacted customer experience in healthcare, and customer service as a whole. Topics include: -Insights from Mike's recent interview with F…

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Ep. 152: Loris CEO On Building Better Customer Conversations And Employee Training With AI 28:52

3y ago28:52

28:52

Join a high-level conversation with CCW Digital Analyst, Matt Wujciak and Loris CEO, Etie Hertz as Etie covers the future of customer service, agent/employee training, digital channels, and consumer behavior. Etie is the CEO of Loris, an AI tool that provides real time coaching to customer service agents as they navigate hard conversations. Loris p…

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Ep. 151: Mastercard CMO Covers The Biggest Challenges And Opportunities In Marketing Today 39:40

3+ y ago39:40

39:40

Mastercard Chief Marketing Officer, Raja Rajamannar has been recognized by Business Insider as the top 25 Most Innovative CMOs in the World, and Forbes as the 2018 Top 5 Most Influential CMO’s in the world. In this episode, Raja joins CCW Digital Analyst Matt Wujciak to discuss lessons from his new book, Quantum Marketing.…

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Ep. 150: Bestselling Author, Consultant, And Behaviorist Michael Levitt On Avoiding Burnout 34:54

3+ y ago34:54

34:54

Michael Levitt is a Fortune 500 consultant, #1 bestselling author, and host of the Breakfast Leadership Show, a top 200 podcast on iTunes. He is a 2x Top 20 Global Thought Leader on Culture with Thinkers360. He's also a Cognitive Behavioral Therapist, speaker, and columnist for CEOWORLD magazine. Join Michael as he sits down with CCW Digital's Anal…

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Ep. 149: How The Middle East's Largest Retail Operator Focuses on The Employee Experience 19:00

3+ y ago19:00

19:00

It's no secret that delivering quality employee experiences results in quality customer experiences. But it's easier said than done. Chalhoub Group, the largest retail operator in the Middle East focuses on employees first. Here's what their Head of People Experience, Rhency Padilla had to say on the topic, following Qualtrics' Work Different event…

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Ep. 148: How America's Largest Home® Delivered Marketable CX During A Pandemic 20:32

3+ y ago20:32

20:32

Following the Qualtrics Work Different event, we sat down with Peggy Dalman, Biltmore's Director of Guest Intelligence to discuss how the historic house museum and tourist attraction used consumer data to deliver the right marketing tactics and desirable customer experiences.

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Ep. 147: Increasing Employee Productivity - An Interview With The CommunityWFM CEO 23:27

3+ y ago23:27

23:27

Matt Wujciak and Daryl Gonos discuss the results of a modern workforce management solution - one of the most important yet overlooked tools in employee management and productivity.

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Ep. 146: How Freshly Turned CX Speed Into A Competitive Advantage 26:50

4y ago26:50

26:50

Freshly's VP of Customer Experience, Colin Crowley, (recently featured in the WSJ) discusses how the meal subscription delivery service has been capitalizing on speed of service during the pandemic.

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Ep. 145: Emerging Digital Channels In Customer Experience 21:37

4y ago21:37

21:37

Bestselling author and former CX and social media leader at McDonald's, Discover, and Humana, Dan Gingiss, and CCW Digital writer and analyst, Matt Wujciak talk about emerging engagement channels in CX, marketing, and customer service.

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Ep. 144: Shep Hyken And Matt Wujciak On CX After A Pandemic 22:32

4y ago22:32

22:32

CX is changing and you don't want to fall behind. Tune in to this episode to learn some best practices and consumer behavior trends on navigating the customer experience during and after the COVID-19 era.

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Ep. 143: The Shared Values Of Sports, Business, And Life 21:05

4y ago21:05

21:05

An interview with the Thuzio Co-Founders - Tiki Barber (former New York Giants running back and current CBS Talk Show Host), and Jared Augustine (current CEO of Thuzio, CEO of Julius Influencer Marketing, and former Director at Seamless - now Grubhub).

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Gardening in Arizona? - trying something nrw 15:39

4y ago15:39

15:39

Howdy friends. Today we are going to talk about gardening, specifically my newly started garden here In the hot state of Arizona. If you have any tips and tricks to gardening here please let me know!

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Ep. 142: Social Media CX With Lyft 11:13

4y ago11:13

11:13

Lyft Product Manager and Social Media Leader, Chris Vetrano, discusses Lyft's social media strategies with CCW Digital's Matt Wujciak. Learn how to combine and capitalize on CX and Digital Marketing with the right tools and strategies.

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Ep. 141: Putting Employees At The Heart Of Your Business 11:01

4y ago11:01

11:01

CX consultant, keynote speaker, CEO, and Forbes Councils member, Annette Franz (The 100 Most Influential Tech Women on Twitter by Business Insider) covers the importance of EX (employee experience) and how it translates to CX (customer experience) in this chat on employee engagement.

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Ep. 140: Driving Memorable Experiences 25:02

4+ y ago25:02

25:02

WSJ and NYT bestselling author, Shep Hyken discusses some of his latest work on delivering amazing customer service and experiences. In this podcast, Shep shares classic service-driven inisights and comical personal stories.

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Ep. 139: Verizon On Humanization And Digital Personalization 11:19

4+ y ago11:19

11:19

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Ep. 138: Former Microsoft Leader On The Future Of The Contact Center 15:16

4+ y ago15:16

15:16

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Ep. 137: Chatbots vs. Humans 22:38

4+ y ago22:38

22:38

Low-touch, automated interactions are all the rage in many industries, including the travel and hospitality space. How is this rise of bots impacting the ability to make a human connection? Reservations.com co-founder Mahesh Chaddah, who believes passionately in the human touch, shares his take on where agents and bots fit into the contact center o…

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Ep. 136: Lessons From Fossil & WW 15:07

4+ y ago15:07

15:07

In this two-part episode from CCW Austin, we welcome Stacey Haynes from Fossil and Aransas Savas from WW (formerly Weight Watchers). Stacey begins by revealing how to make the most of customer experience partnerships, while Aransas shares how to make purposeful design the centerpiece of your customer contact (and business) strategy.…

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Ep. 135: Comcast On Building Customer Trust 8:18

4+ y ago8:18

8:18

From newsworthy security breaches to "low-touch" digital channels, customers are justified in having trust issues. Do not, however, let them question YOUR experience. Take Luke's advice, and learn how to make your entire omnichannel experience secure, customer-centric, frictionless and personalized.

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Ep. 134: Unlocking Your Contact Center's Superpowers 11:41

4+ y ago11:41

11:41

Live from CCW Austin, "Wonder-FULL" author Kelly Radi reveals how to unleash your inner superpowers, which will in turn help your team members play to their strengths. The result will be a better, more empowering office dynamic -- and a better, more customer-centric engagement experience.

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Ep. 133: Why Phone Is Still King 11:25

4+ y ago11:25

11:25

Is customer engagement moving away from voice? Not according to Manny Marrero from Getaroom, whose company continues to make the voice channel its priority. Reliance on a conventional channel does not, however, mean the company is averse to using advanced analytics technology to make more meaningful customer connections.…

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Ep. 132: BNY Mellon Pershing on Data-Driven Customer Centricity 12:50

4+ y ago12:50

12:50

The customer experience is too important to leave to chance or guesswork. Let Trent Haynes from BNY Mellon Pershing and Brian LaRoche from CallMiner reveal how a deeper approach to analytics can help you better understand your customer -- and better position your agents for success.

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Ep. 131: Mercedes-Benz Financial Services on the Full Power of Customer Analytics 15:35

4+ y ago15:35

15:35

You can't create a great experience without knowing your customers. But if "knowing your customers" is the only purpose of your customer intelligence strategy, you're missing out on some significant opportunities. Live from CCW Austin, Allison Corley from Mercedes-Benz Financial Services shares her more multi-faceted, dynamic analytics success stor…

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Ep. 130: How to Become a Digital Marketplace Like Amazon Using Omnichannel Strategy 20:24

4+ y ago20:24

20:24

The insurance industry is one of the top 5-10 industries to be disrupted in the next 10 years through autonomous vehicles, internet of things and changing consumer demands. Insurance Australia Group (IAG), the largest general insurer in Australia and New Zealand, has ambitious plans to lead the digital transformation in the insurance industry by be…

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Ep. 129: Artificial Intelligence and CX Automation - Getting It Right 9:23

4+ y ago9:23

9:23

The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and autom…

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Ep. 128: How to Set CX Strategy for a Multinational, B2B-B2C Business: CCW Europe Spotlight 17:00

4+ y ago17:00

17:00

How do you build an effective CX strategy when your team is spread across the world and your direct customer is not the end user? Like many B2B and B2C businesses, that was the challenge facing PostNL, the premier postal provider for the Netherlands. In today's experience economy, it's all about going the extra mile. For this podcast episode, we in…

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Ep. 127: How Rakuten Tackles Omnichannel 10:41

5y ago10:41

10:41

Global powerhouse Rakuten has benefited greatly from its commitment to an omnichannel experience, and two leaders from the organization recently joined CCW Digital to discuss their road to success. They were joined by Martin Taylor, whose company Content Guru helped to empower their journey -- and the omnichannel revolution within so many other lea…

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Ep. 126: Be Customer-Centric, Not Creepy 22:13

5y ago22:13

22:13

Should your contact center team's use of data be creepy, costly, risky ... or customer-centric? This isn't a trick question, but actually achieving the customer-centric outcome CAN be very tricky. Luckily, Brad Lemons of Nationwide is on your side. He'll be sharing best practices for using customer data in his presentation at CCW Austin. Ahead of t…

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Ep. 125: Chat - The Starting Point for Customer Centricity? 11:21

5y ago11:21

11:21

Because customer centricity involves elevating the entire journey, you cannot focus solely on a particular channel or function. You need to consider the entire, end-to-end experience. Certain channels do, however, play a particularly vital role in capturing data about the customer experience. Chat is one of them, and in this exclusive podcast, Jim …

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Ep. 124: What To Do With Customer Analytics 16:34

5y ago16:34

16:34

You've heard data can empower a great customer experience, but how do you achieve that connection? How do you acquire the right data, interpret those insights and then create actionable intelligence for your key stakeholders? Brian LaRoche of CallMiner and Cristopher Kuehl of Sitel answer this question in a podcast conducted at CCW Vegas.…

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Ep. 123: Measuring CX Humanity 22:20

5y ago22:20

22:20

Leading equine etailer SmartPak has all the ingredients for a "human" customer experience -- a clearly defined market, employees who truly know and care about horses and a passionate commitment to customer experience. But how does the organization measure this humanity? How, more importantly, does it transform a customer-centric framework into demo…

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Ep. 122: How Purple Carrot Is Scaling Customer Centricity 32:58

5y ago32:58

32:58

On the one hand, emerging organizations have the opportunity to adopt a customer-centric vision from day one. On the other hand, emerging organizations have the unique challenge of preserving that vision as they rapidly scale in terms of size, region and scope. In this exclusive CCW Digital podcast, Meredith Molloy of Purple Carrot reveals how her …

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Ep. 121: Insights From CCW Award Finalists 17:08

5y ago17:08

17:08

In the hours leading up to the 2019 CCW Excellence Awards, we caught up with two of this year's finalists. First, Northwestern Mutual discusses how his organization is making an omnichannel customer experience a reality. He also shares his perspective on empowering employees. We then welcome Alex Gross of BARK, who shares how his company is using a…

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Ep. 120: Turning Great Customer Data Into Excellent Customer Experiences 11:53

5y ago11:53

11:53

We love to talk about 360-degree customer views, real-time analytics and actionable intelligence. Putting the insights into action? Well, that's another story. Luckily, CCW participants from Verizon and Verint are here to discuss the mechanics of collecting and leveraging high-caliber customer insights -- across the entire organization. They reveal…

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Ep. 119: Making Omnichannel Engagement Work For Customers 11:32

5y ago11:32

11:32

The rise of "connected technology" and new contact channels should be creating more valuable, convenient experiences for customers. Instead, they often create more complexity and headaches. In this interview from CCW Vegas, speakers from August Home and UJET reveal how to avoid this complexity - and create digital interactions that your customers a…

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Ep. 118: Jim Tincher 12:22

5y ago12:22

12:22

Customer-centric brands do not settle for mapping journeys; they focus on orchestrating great experiences. In this interview, industry influencer Jim Tincher reveals how to create easy, valuable experiences at all key moments of truth. Rather than a source of frustration, your journey will drive more satisfaction, loyalty and advocacy.…

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Ep. 117: Tim Heidemann, College Hunks Hauling Junk & Moving 16:15

5y ago16:15

16:15

College Hunks Hauling Junk & Moving won the award for best-in-class contact center at the 2019 CCW Excellence Awards. In this interview, support lead Tim Heidemann reveals how his company achieved excellence. More importantly, he shares how College Hunks will remain customer-centric as it embraces new technology and scales its operation.…

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Ep. 116: Sateesh Seetharamiah, EdgeVerve 9:24

5y ago9:24

9:24

The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and autom…

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Ep.115: Angel Vaccaro 32:54

5y ago32:54

32:54

How do you provide the best customer experience in your industry? Deloitte partner Angel Vaccaro discusses how the definition of a "good" customer experience has changed over the last 20 years and how businesses can keep up by combining personalization technology with the human touch. "Know me, know what I want so that when you're interacting with …

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