Movers & Shakers: A Podcast on Customer Experience-logo

Movers & Shakers: A Podcast on Customer Experience

Business & Economics Podcasts >

More Information

Location:

United States

Twitter:

@salemove

Language:

English


Episodes

Gaining Insight from Customer Journey Mapping with Kerri Nelson

1/25/2018
More
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:00:47:33

Understanding Voice of the Customer with Ernan Roman

1/25/2018
More
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:00:48:18

Building Customer Experience Through Design Thinking at Northern Trust

10/3/2017
More
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:00:32:05

A Discussion on Conversational AI

9/19/2017
More
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

8/8/2017
More
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:00:26:44

Understanding What Customers Really Want at Philadelphia Insurance Companies

5/11/2017
More
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

Tackling Customer Experience Challenges in the Insurance Industry with Steve Anderson

2/14/2017
More
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.

Duration:00:40:53

Nina Hurst, VP of Customer Experience & SWAT at BaubleBar

12/6/2016
More
SaleMove CEO Dan Michaeli chats with Nina Alexander-Hurst about a whole new way to think about and deliver customer service.

Duration:00:43:08

Stacey Giard, Chief Operating Officer at Tola Capital

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

Duration:00:34:37