Steven's weekly Podcast
1) CX Update #20: customer satisfaction at Airbnb, building empathy and more!
In my recent deep dive into Airbnb's customer experience (CX) philosophy, I've been particularly inspired by the innovative approach of its co-founder and CEO, Brian Chesky. Here are three critical le...Show More
CX Update #20: customer satisfaction at Airbnb, building empathy and more!
06:47 | Apr 26th, 2024
2) CX Update #18: Mental flexibility, Victoria’s Secret and many more!
Welcome to CX Update #18! I am taking you to Disneyland Paris for an interesting story on the importance of mental flexibility. And do you want to know which much-heard reaction I’m allergic to? And w...Show More
3) CX TRENDS FOR 2024
It’s a wrap for 2023, but what’s in store for CX in 2024? In this episode, you’ll discover why CEO’s should all be friction hunters, how conversational AI can help you when you have vegan guests comin...Show More
4) CX Update #17: customer loyalty, effective empathy and many more!
Neuhaus chocolates turned the idea of customer loyalty upside down, cleaning company CSU introduced a special phone case to motivate employees and improve customer culture, while AG Insurance did a gr...Show More
5) CX Update #16: Personal AIssistants, frontline staff and many more!
Welcome to a new CX Update! In this episode: why do we use the scary word ‘frontline’ for such a happy place? Personal AI assistants could be the next big thing in CX, and Patagonia took the promise o...Show More
6) CX Update #15: Friction hunter, non negotiable rules and many more!
Thanks for tuning in to a new CX Update! I’ve got a great story about the CEO of Airbnb who took matters into his own hands to discover the CX of his company. And have you heard about Disney’s inspiri...Show More
7) CX Update #14: Artificial empathy, opposing interests and many more!
Welcome to CX Update #13 everyone! In this episode I’m sharing my views on how AI will change the way customers take buying decisions. The filter of AI will have a huge impact on the brands we choose!...Show More
8) CX Update #13: AI buying behavior, understanding customer feedback and many more!
Welcome to CX Update #13 everyone! In this episode I’m sharing my views on how AI will change the way customers take buying decisions. The filter of AI will have a huge impact on the brands we choose!...Show More
CX Update #13: AI buying behavior, understanding customer feedback and many more!
09:32 | Apr 28th, 2023
9) CX Update #12: Communities, human skills and many more!
Welcome to CX Update #12! I’m sharing some great examples of community creation I saw on my latest trip to LA and of course I’m talking about the #1 tech topic at the moment: ChatGPT and the role of h...Show More
10) CX Update #11: New phase of personalization, the benefits of chatGPT and many more!
Welcome to my CX Update #11! I’m talking about the new phase of personalization we’re in — and guess what: AI has a lot to do with it. And speaking of AI: here are my 5 ways to use ChatGPT to improve ...Show More