It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Manage episode 244162431 series 1431492
Content provided by Mike Manfredo and Paul Hagen, Paul Hagen, and Mike Manfredo. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Mike Manfredo and Paul Hagen, Paul Hagen, and Mike Manfredo or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.
If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com
63 episodes
ShareManage episode 244162431 series 1431492
Content provided by Mike Manfredo and Paul Hagen, Paul Hagen, and Mike Manfredo. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Mike Manfredo and Paul Hagen, Paul Hagen, and Mike Manfredo or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.
If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com
63 episodes
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This Is CX
1 Converge Customer Experience and Digital to Thrive in 2021 with Mazen Ghalayini 29:54
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Play Later Play Later Lists Like LikedFrom the conversation, please find links to the following content: Mazen's CMSWire Article: Converge Customer Experience and Digital to Thrive in 2021 West Monroe's Quarterly Executive Poll - 2021 Q1 West Monroe POV: The promise of agile, multidisciplinary teams is real We would love to hear your thoughts on your own trends or predictions for 2021, or how your organization is positioning itself to thrive this year. Email us at thisiscx@westmonroe.com or message us via social: Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ Mazen Ghalayini: @MazenGhalayini, https://www.linkedin.com/in/mazenghalayini/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
1 The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta 35:59
35:59 Play Later Play Later Lists Like Liked35:59
Play Later Play Later Lists Like LikedFor more information about Nick Mehta and his perspectives, please visit his website: https://www.mehtaphysical.com/ Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Success functions have been built and coexist, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/ Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
1 Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova 44:43
44:43 Play Later Play Later Lists Like Liked44:43
Play Later Play Later Lists Like LikedFor more information about Tiffani Bova, please visit her website: http://tiffanibova.com/ Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/ Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ Mike Rowland: https://www.linkedin.com/in/mikerowland/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
1 Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience 20:52
20:52 Play Later Play Later Lists Like Liked20:52
Play Later Play Later Lists Like LikedFor those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information: WMP's Digital Transformation Offerings Paul and Mike would love to hear your thoughts on how your organization has changed the way it works to drive digital and customer experience, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/ Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
1 Best Practices to Enable Work-from-Home Customer Service Professionals 20:18
20:18 Play Later Play Later Lists Like Liked20:18
Play Later Play Later Lists Like LikedFor those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information: WMP's Customer Experience Offerings Paul and Mike would love to hear your thoughts on how you're best enabling your customer service professionals in a remote work environment, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/ Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
1 Innovating on Customer Service and Cost Reduction in response to COVID-19 19:30
19:30 Play Later Play Later Lists Like Liked19:30
Play Later Play Later Lists Like LikedFor those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information: WMP's Customer Experience Offerings Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/ Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
1 Five Key Trends Bringing Customer Success and Customer Experience Together 25:43
25:43 Play Later Play Later Lists Like Liked25:43
Play Later Play Later Lists Like LikedFor those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information: Delivering on Customer Success Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/ Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
1 Come Together: The Merging of Customer Experience and Customer Success 24:41
24:41 Play Later Play Later Lists Like Liked24:41
Play Later Play Later Lists Like LikedFor those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information: Delivering on Customer Success Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/ Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
1 Gazing into the CX Crystal Ball for 2020 Trends 22:50
22:50 Play Later Play Later Lists Like Liked22:50
Play Later Play Later Lists Like LikedFor any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article: What to Expect From CX in 2020: 3 Accelerating Trends . Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at thisiscx@wmp.com or message us via social: Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/ Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/ If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify .…
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This Is CX
As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link: Quantifying the ROI of Customer Experience If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify. Additionally, as Paul and Mike invited during the episode, please share your highlights or takeaways for 2019 by emailing us at thisiscx@wmp.com or finding Mike and Paul on social media (Twitter, LinkedIn, etc.)…
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This Is CX
1 5 Strategies for Demonstrating the ROI of Customer Experience 25:39
25:39 Play Later Play Later Lists Like Liked25:39
Play Later Play Later Lists Like LikedThe survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link: Quantifying the ROI of Customer Experience If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify. If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com…
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This Is CX
1 4 Ways to Scale and Operationalize Your Journey Efforts 33:10
33:10 Play Later Play Later Lists Like Liked33:10
Play Later Play Later Lists Like LikedIf you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify. If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com
T
This Is CX
The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download: 7 Mindsets to Revive Your Voice of the Customer (VOC) Program If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify. If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com…
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This Is CX
1 7 Mindsets to Revive Your Voice of the Customer (VOC) Program 25:51
25:51 Play Later Play Later Lists Like Liked25:51
Play Later Play Later Lists Like LikedThese seven mindsets are from Gary's recently released White Paper that is available at the following link for download: 7 Mindsets to Revive Your Voice of the Customer (VOC) Program If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify. If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at thisiscx@wmp.com…
Please see Mazen's article in CMSWire describing West Monroe Partner's POV on this topic: How to Convince Your CFO to Invest in Customer Experience
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