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Science of CX
45 minutes | 6 months ago
2020: The Year our Music Stopped - Part 3 with Gary Witt of the Pabst Theater Group
In the 3rd and final part in this special series, Steve sits down with Gary Witt, the CEO of the Pabst Theater Group in Milwaukee Wisconsin. Steve and Gary, speak about how it has been to have shut down all of his venues for so long and how live entertainment goes so far beyond just entertainment for a city. It is the heart and soul of a city and greatly contributes to a city's financial economy. Gary's Bio: Arriving in Milwaukee via Chicago in 2002, Gary Witt is the CEO of the Pabst Theater Group, a multi-faceted entertainment organization whose activities include the booking, marketing and hosting of over 700 events per year in and around the city of Milwaukee in iconic, creative places of public assembly (The Pabst Theater, Riverside Theater, Turner Hall Ballroom, BackRoom and others) that help to build community, loyalty and reinforce identity and heritage for Milwaukee. To learn more: (twitter): @Iamablur (web): https://pabsttheater.org/ (linkedin):
36 minutes | 6 months ago
How to Make Remote Working Work with Clare Price
As we are all aware by now, a huge amount of global workers are continuing to work their jobs from home. Thousands of workers that used to commute and work in a physical building are now hold up in their dining rooms, bedroom, dens and basements or garages, working hard to keep companies moving forward. We have a guest on today, Clare Price, that has been a WFH person most of her career and has taken all the things she has learned and written and great "how-to" book, called Making Remote Work. Please feel free to download her book from the link below, compliments of Science Of CX. Clare Price is CEO of Octain, a global strategic planning consultancy that helps small and mid-market companies grow to dominate their markets by Fueling the Speed of Business. Clare began working remotely in the 1980s as a tech reporter for InformationWeek magazine, and later as a research director for Gartner. Prior to launching CFP MediaGroup (now Octain), she was Vice President of Research for Demand Metric, a strategic marketing advisory service where she led the research analysis into cloud computing applications for marketing automation, social platforms, and several other products. Clare is an author of two books and an experienced speaker with clients like American Marketing Association, Vistage, and many others. Twitter: @clarestweets LinkedIn: Clare Price Free Book download: MAKE REMOTE WORK: A Resource Guide for Thriving in the Remote Economy Website: https://www.octaingrowth.com/
30 minutes | 6 months ago
Breaking CX Barriers at an Integrated Software Suite with Emily Sloan Pace Ph.D.
In this episode of ScienceOfCX Steve catches up with the ever busy Professor in Residence at ZOHO Corporation, Emily Sloan Pace Ph.D. Emily divulges some of the keys to CX Success in a software company as large and global as Zoho yet very customer-focused.
27 minutes | 6 months ago
2020: The Year our Music Stopped - Part 2 (A Touring Musician, AJ Pappas)
In, Part 2 of our Special Edition Series: 2020:The Year our Music Stopped, we get time to sit down with my cousin, AJ Pappas. AJ is a long-time veteran touring musician, having toured all over the world with Popa Chubby and now with Gary Hoey. I wanted to have an episode that touches on another aspect of what we have lost, our live music experiences, but from a musician's perspective. I think you will enjoy better understanding what the pandemic and 202 has meant to artists, bands and all of the great folks that make live music happen for us to enjoy.
40 minutes | 7 months ago
The Changing Landscape in Healthcare Contact Centers with Gordon Schleffer
In this episode of ScienceOfCX, I was sit down with Gordon Schleffer, VP of Customer Care at Magellan Health and chat about how healthcare is changing in 2020. We talk about everything from hiring, training, Work From Home, Employee Engagement and Experience to process, knowledge and technology. Listen in and join the conversation around healthcare's future.
67 minutes | 7 months ago
2020: The Year Our Music Stopped - Part 1 (Tim Messina and Peter Ramsey)
In March of 2020, COVID-19 had escalated to National and Global Emergency Levels. Very few people are talking about how entertainment of all types stopped also, especially live music. According to NIVA, the National Independent Venue Association, there is a possibility that 80-90% of all Independent Music Venues might close for good. This could cause a real shift in our culture as to how we experience live music for the next few months and on into the future. As this podcast centers around experiences of customers, I thought it'd good to delve into the music world with the people that put on live music, promote it, supply all the equipment and of course play live music on stage for all of us to experience. In this 'special edition' podcast series, I was able to sit down with folks like Tim Messina, owner of Studio Labs and Events United to understand the effects from a production perspective and Peter Ramsey, President and CEO of the Palace Theater, a historical non-profit venue in Manchester, NH. Please listen in to what I would say was a very honest and hopeful account of the impact COVID-19 has had on Live Music and Entertainment and the possible changes to our Venue Landscape for our future.
35 minutes | 7 months ago
Creating Customer Memory Impressions with Jeanne Bliss
In this episode of #ScienceofCX, Steve and Angela caught up with the very busy Jeanne Bliss of Customer Bliss and had a wonderful conversation about her views on Customer Experience. Jeanne is known as the Godmother of CX, so it was fitting to dig deep into her thoughts and expertise in this knowledge-filled episode. Link to Amazon for Jeanne's Books: Chief Customer Officer Chief Customer Officer 2.0 Would you Do That to Your Mother I love You More Than my Dog Jeanne's Twitter
35 minutes | 7 months ago
Verizon's Digital Experiences and Growth in 5G with Phil Burrows
In this episode, #StevePappas sits down with @PhilBurrows of .@Verizon and talks about how he leads the Customer Experience effort within the company's new 5G Product Line.
41 minutes | 7 months ago
Turning Your Hobby Into a High-Growth Business with Mike Rosa
In this episode of Science of CX, Steve and Angela speak to Mike Rosa, owner of Anabolic Aliens an online Fitness Empire. Mike discloses many of the tools and techniques he used from Social media to a massive youtube channel to build his company, app called Exerprise and line of products. For More Info: Mike's Instagram Anabolic Aliens Mike's Twitter Anabolic Aliens Mike's Email: firstname.lastname@example.org
39 minutes | 7 months ago
Will Your Company Transform to a Digital First One in 2021, with Kash Kompella
Steve sits down with Kash Kompella, CEO of RPA.ai, advising some of the biggest companies around the world in AI, Investments and M&A Advisor and author of Practical Artificial Intelligence. Our conversation covered many aspects of AI and CX that can help each listener today. For more info: http://amazon.com/author/kashyap https://twitter.com/kashyapkompella?lang=en https://twitter.com/rpa2ai
37 minutes | 7 months ago
Engage, Surprise and Delight your Customers with a Handwrytten Card with David Wachs
Have you ever thought about the personal touch we have lost in communicating with our clients and suppliers? In the future, let's take a lesson from the past and really "WOW" our customers, by using a Handrwrytten note instead of an email. Steve sits down with David Wachs, Handwrytten's Founder and CEO to discuss how his subscribers can make their customers and suppliers feel very special. Try the service out. For more info: Twitter: @davidbwachs https://www.facebook.com/handwrytten https://twitter.com/handwrytten (@handwrytten) https://www.linkedin.com/company/handwrytten/ https://www.instagram.com/handwryttennotes/
42 minutes | 7 months ago
Unleashing New Radical Growth for Your Company with Tom Shapiro
Steve and Angela sit down with Tom Shapiro, CEO of Stratabeat and Author of 'Rethink Your Marketing', to discuss the qualities of the most winning companies today. The Biggest, the Boldest and the most Decisive Companies have the most wins! Listen in to the conversation and grab the golden nuggets Tom shares. Tom Shapiro
39 minutes | 7 months ago
Uncover a Secret Weapon to boost your CX Strategy with Ivor Plecas
In this episode, Steve uncovers a little known secret weapon to include in your CX arsenal. Ivor Plecas of Kingdom Noel dive into aspects of the Customer Journey many have overlooked. We discuss the sociological aspects of influences and behavior. Listen in to learn more.
32 minutes | 7 months ago
Injecting Creativity into The Customer Journey with Nir Bashan
In this episode, Steve talks to Nir Bashan, Author of Creator Mindset, about how to add a more creative dimension into every moment of the customer journey. He describes why we need to think more creatively more today than ever before.
42 minutes | 7 months ago
Use Improv to Brainstorm Innovation in Your Employees for Better CX with Jordan Hirsch
In this episode, Steve and Jordan break down how you can use improv techniques and training exercises to create better employee and customer experiences. Try the "Yes And" Game with your team and see some great results today.
32 minutes | 8 months ago
CX, Listening Paths, Motivators & Gaming Experiences with Nate Brown
In this episode, Steve discusses with Nate the value, the ROI, the motivators and gaming experiences.
30 minutes | 8 months ago
Digital Experience Management and Analysis with Avi Mash
In this episode, Steve discusses how to ensure better digital experiences for your prospects and customers with Avi Mash of Content Square, A Digital Experience Management technology company.
38 minutes | 8 months ago
The Keys to Writing Great Personas for CX with Ardath Albee
In this new episode, Steve and Angela discuss all of the aspects of researching and developing better personas for your CX Initiatives.
33 minutes | 8 months ago
Determining the Killer Metrics for Your CX Initiative with Jim Tincher
In this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.
33 minutes | 8 months ago
Show Don’t Tell Your Customers Incredible Value with Brenden Kumarasamy
Steve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed than ever before, being average doesn’t make it anymore.
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