Dare to Reimagine: A Podcast for CX Innovators with Genefa Murphy Podcast
1) How to Clean Your CX Data before moving to the cloud
Without regular maintenance, your contact center’s back-end software can pile up, causing a drop in performance and even larger issues down the line. Even more concerning, if you are planning a move t...Show More
2) CX in Social Media: Meet your customers where they are
Over the past decade, social media became a primary way for consumers to connect with large-scale businesses. It offers public transparency to customers which empowers their voices, and it gives compa...Show More
3) Balancing Sustainability and Customer Needs
In the modern customer service world, it’s more important than ever that brands make it clear that they stand for more than just profits. So how exactly can a company ensure that customers know that i...Show More
4) Grow Trust in Your Brand with Consistency & Predictability
Nearly half of us would rather go to the dentist than call customer support. At heart, it’s a trust issue, and consistency and predictability lies at the core of great CX.Hear our conversation with Sh...Show More
5) How to Create a Better Customer Experience through Employee Focus
The first thing you should do when a customer complains — Thank them. They’re pinpointing issues that the team can now fix.But if you want the kind of team that embraces complaints and goes to work wi...Show More
6) Are Sales & Service Friends or Foes?
When dealing with every single customer, you have to understand the individual end-to-end customer journey.That requires a single source of truth — which most companies don’t have.Zeus Kerravala, foun...Show More
7) Emerging Trends in Customer Data Platforms and Analytics
The ground is shifting beneath us.Because of the pandemic, massive advances have been made in digital engagement and automation. And those twin pillars have led us back to a hot topic from six years a...Show More
8) A Guide to Slashing Shopping Cart Abandonment Rate w/ Neil Valentine
Do you have the unifying trifecta of method, message, and martech working for you? Or is your customer journey somehow still siloed — with your contact center the least aligned of all?In this episode,...Show More
9) Creating Inspiring Retail Experiences with Tech featuring Melissa Gonzalez
Working tools into your retail experiences that allow you to connect with your customer through their mobile device on their preferred digital channels is a tall order. Integrating technology into the...Show More
10) Creating Amazing Experiences for Customer Loyalty w/ Shep Hyken
What would you rather do — go to the dentist or call customer support? Forty-eight percent of us say they'd rather have the root canal.Creating customer amazement by delivering consistent, predictable...Show More