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episodes

/episodes

342: Ruben Ocampo, Service Design

Forward-thinking designer and strategic facilitator Ruben Ocampo joins us not only to set the record straight about what design thinking really is, but to share his unique, human-centric approach to service design. […]

By | October 16th, 2018|episodes|0 Comments

341: Is Word of Mouse Getting Less Important?

Adam and Jeannie discuss the apparent decline in trust of word of mouse and how businesses and consumers are navigating the misinformation associated with online reviews. […]

By | October 9th, 2018|episodes|0 Comments

340: Marti Konstant, the Agile Careerist

Bestselling author and career futurist Marti Konstant joins us to discuss how an agile career can create a brighter future for you, your colleagues, and your organization. […]

By | October 2nd, 2018|episodes|0 Comments

339: Customer Journey Mapping is Not One Size Fits All

Jeannie Walters CCXP gives you the 101 on customer journey mapping so you can stop stalling and start making a difference today. […]

By | September 25th, 2018|episodes|0 Comments

338: Danny Schuman, The Worst Business Model

Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of Twist. […]

By | September 18th, 2018|episodes|0 Comments

337: Is Chat Better than Phone for Customer Service?

Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. […]

By | September 11th, 2018|episodes|0 Comments

336: Joshua March, Social Media Messaging

Joshua March, bestselling author and Founder of Conversiocial, shares how social media messaging helps create better customer experiences while cutting customer service costs. […]

By | September 4th, 2018|episodes|0 Comments

335: Do You have a Purchase or Usage Brand?

Adam and Jeannie discuss the core distinctions between a purchase brand and a usage brand, how the latter translates to better customer experiences, and ultimately, greater long-term success. […]

By | August 28th, 2018|episodes|0 Comments

334: Melissa Agnes, Preparing for Crisis

Jeannie and Adam interview author and speaker Melissa Agnes about how preparing beyond traditional crisis management can make your brand invincible. […]

By | August 21st, 2018|episodes|0 Comments

333: Don’t Make Assumptions About Your Customer’s Journey

Live from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make 2 strong cases for mapping your customer’s journey more thoroughly. […]

By | August 14th, 2018|episodes|0 Comments