Movers & Shakers: A Podcast on Customer Experience-logo

Movers & Shakers: A Podcast on Customer Experience

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Location:

United States

Twitter:

@salemove

Language:

English


Episodes

Going Digital First at RFG with Shannon Spotswood

1/18/2019
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On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Shannon Spotswood, president of RFG Advisory, a professionally managed hybrid RIA dedicated to supporting advisors and their clients best intentions.

Duration:00:38:53

Creating Contact Center Leaders with Jim Rembach

12/6/2018
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On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an e-learning platform which develops contact supervisors skill sets for highly successful front line leaders.

Duration:00:41:03

The Wallet Allocation Rule with Luke Williams

5/3/2018
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In this episode of the CX Show, we speak to Luke WIlliams, Head of CX at Qualtrics, about the Wallet Allocation Rule and how businesses can gain a competitive advantage through customer experience.

Duration:00:46:29

Establishing a Customer Journey Strategy with Annette Franz

4/26/2018
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In this episode of the CX Show, we speak with Annette Franz, Founder and CEO at CX Journey, Inc, about laying the groundwork for a successful customer experience strategy.

Duration:00:32:11

How to Offer Amazing Customer Service with Shep Hyken

4/13/2018
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In this episode of the CX Show, we speak with Shep Hyken, Chief Amazement Officer at Shepard Presentations, about delivering an amazing customer service experience.

Duration:00:50:30

Customer Experience Enablement with Lynn Hunsaker

3/29/2018
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In this episode of the CX Show, we speak with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, about organizational changes that need to take place before a change can be made to the customer experience.

Duration:00:42:00

Customer Journey Mapping with Jim Tincher

3/8/2018
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In this episode of the CX Show, we talk to Jim Tincher, Journey Mapper-In-Chief at Heart of the Customer, about customer journey mapping and the importance of identifying and eliminating friction and pain points along the journey.

Duration:00:39:23

Putting the Customer First at Boll & Branch

2/22/2018
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In this episode of the CX Show, we talk to Scott Tannen, Founder & CEO of Boll & Branch, about customer experience and how he's been able to grow the company by placing the customer and the company's ethical practices front and center. We also discuss Boll & Branch's first physical retail location and how they're bringing the digital experience to brick and mortar.

Duration:00:42:28

Gaining Insight from Customer Journey Mapping with Kerri Nelson

2/8/2018
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In this episode of CX Insider, we talk to Kerri Nelson, Founder & CEO of CustomersFirst Now, about how customer journey mapping can really serve as a vital exercise for improving the customer experience. We'll also discuss the importance of understanding not only what customers say, but also what they do. Finally, we'll learn what it takes to operationalize the key findings of customer surveys and mapping exercises - ensuring that the outcome is more than just a pretty picture on the wall.

Duration:00:47:34

Understanding Voice of the Customer with Ernan Roman

1/25/2018
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In this episode, we talk to Ernan Roman about leveraging the voice of the customer to improve the customer experience. In particular, we’ll spend time digging into Ernan’s work with MassMutual and how their customers ended up influencing their marketing. We’ll also examine the gap between what customers expect and what brands deliver.

Duration:00:48:19

Building Customer Experience Through Design Thinking at Northern Trust

10/17/2017
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SaleMove Co-Founder and CEO, Dan Michaeli, talks to Scott Dille of Northern Trust. In this episode, we'll learn how a workshop at IDEO brought Design Thinking to Northern Trust and helped reshape the bank's customer experience.

Duration:00:32:06

A Discussion on Conversational AI

9/20/2017
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SaleMove Co-Founder and COO, Justin DiPietro talks about Artificial Intelligence and a framework for how companies should leverage conversation AI to rollout chatbots. Justin also takes a step back to provide an explanation of AI and discusses where the technology is today.

Duration:00:21:40

Building a Customer-Obsessed Culture at Kustomer

8/11/2017
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SaleMove CEO Dan Michaeli chats with Rob Bailey, COO at Kustomer, about building a customer-obsessed culture. Rob also talks about why he feels customer experience is becoming the new marketing. To learn more about SaleMove, visit bit.ly/2mjjX7H

Duration:00:26:45

Understanding What Customers Really Want at Philadelphia Insurance Companies

5/19/2017
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SaleMove CEO Dan Michaeli chats with Seth Hall, SVP of Customer Service at Philadelphia Insurance Companies, about building a customer-centric support organization using Voice of the Customer. Seth also talks about a common customer support metric that has taken a back seat in his org. To learn more about SaleMove, visit bit.ly/2mjjX7H

Duration:00:26:18

Balancing Bots & Humans at Bank of America

3/16/2017
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SaleMove CEO Dan Michaeli chats with Teron Douglas, Head of Platforms at Bank of America, about the unique challenges faced by Financial Services companies in delivering a top-notch customer experience. We also discuss how bots can be leveraged to move customers towards a real human interaction. To learn more about SaleMove, visit bit.ly/2mjjX7H

Duration:00:39:55

Tackling Customer Experience Challenges in the Insurance Industry with Steve Anderson

2/23/2017
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SaleMove CEO Dan Michaeli chats with influential thought-leader, Steve Anderson, about the unique customer experience challenges currently being faced by the Insurance industry. We also discuss the role that AI can play and the importance of keeping the human element in the customer journey. To learn more about SaleMove, visit http://bit.ly/2mjjX7H

Duration:00:40:53

Getting to Why and the Importance of Customer Advocacy with Noah Weiner

1/19/2017
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SaleMove CEO Dan Michaeli chats with Noah Weiner, VP of Client Strategy at Be Found Online (BFO), about the importance of customer advocacy and how getting to why helped Seacoast Bank grow. To learn more about SaleMove, visit www.salemove.com

Duration:00:37:19

Reinventing Customer Service at BaubleBar

12/6/2016
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SaleMove CEO Dan Michaeli chats with Nina Alexander-Hurst, VP of Customer Service & SWAT at BaubleBar, about a whole new way to think about and deliver customer service. To learn more about SaleMove, visit www.salemove.com

Duration:00:43:09

Ashish Jain, Director of Digital & E-Commerce at BayCare Health Systems

11/14/2016
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SaleMove CEO Dan Michaeli chats with Ashish Jain about creating a true omni-channel customer experience.

Duration:00:18:27

Stacey Giard, Chief Operating Officer at Tola Capital

11/14/2016
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SaleMove CEO Dan Michaeli chats with Stacey Giard about marketing's role in the customer experience.

Duration:00:34:37