How much AI is too much in customer experience, especially when companies aren't upfront about using it?  CX and Marketing Expert, Brianna Langley, and our host Nathan Bennett take you through the essential steps of crafting AI policies that foster customer trust in brands.   Brianna shares real-world examples on crafting brand stories that portray customers as heroes and offers guidance on adopting a holistic approach to AI-driven customer experiences.  Learn about the impact of frontline employees on customer interactions and why humanizing digital touchpoints is essential. Discover effective ways to responsibly share and utilize customer data to build brand loyalty.  Words of Wisdom: “AI is never the end-all-and be-all of customer experience. Because at the end of the day, people love to hear stories of people. And that's what connects all of us and makes us different than the robots.“ - Brianna Langley  Tune in to gain insights into why customer experience is crucial in the waste management industry and how AI can elevate CX.

Want to make your brand feel more human and real in an AI-obsessed world?  Join Scott Monty and our host, Nathan Bennett, on this episode of CX-WISE for proven strategies on how to humanize your brand and deliver exceptional customer experiences.  Learn how AI can enhance the human touch in CX, rather than replacing it. Scott explores the importance of infusing humor and personality into AI-driven customer interactions.  Together, they discuss how brands can build trust by leveraging human connections and authenticity in the age of commercialized influencer relationships. Scott also shares real-world experiences from his time leading Ford's social media team.  Words of Wisdom: "Brands with emotional intelligence acknowledge the human aspect in customers, share humor, and show empathy." - Scott Monty  Tune in for actionable insights and inspiring anecdotes that will up your CX game in the digital age!

Want to be an AI-savvy marketer but unsure of how to deliver results?  Join Mike Kaput and Nathan Bennett, on this episode of CX-WISE for actionable tips to thrive in the AI-driven marketing landscape.  They cover everything from the must-have AI tools for marketers to why responsible AI is crucial for businesses. Tools discussed: Claude 3 Opus, Google Gemini , Opus Clip  Plus, they chat about how AI agents are becoming a reality in customer service and the cool features of ChatGPT-4 Vision.  Words of Wisdom: “No matter what output you get from any of these AI tools today, in any context, you absolutely must have a human always there checking everything. People are very misguided if they think they can replace all the humans in the loop, especially when it comes to navigating relationships with your customers, absolutely not.”- Mike Kaput.  Tune in to learn how to prioritize AI marketing use cases that impact your business.  P.S. Keep an ear out for your chance to win a free copy of Mike’s book, “Marketing Artificial Intelligence“

Are brands letting go of the heart of customer experience?  CX leader, Ian Golding and our host Nathan Bennett take you on a journey through this episode of CX-WISE, uncovering the secrets behind the timeless magic of yesteryears and sheds light on why today's businesses struggle to revive it.  Discover why 'human-like' brand interactions fall short and how to simplify your CX strategies. Through relatable anecdotes and practical insights, Ian navigates the real-life challenges faced by professionals and organizations striving for CX excellence.   Words of Wisdom: “The problem with technology is the motivation for adopting it. Technology should be used to enable interaction better. What I don't believe it should be used to do is to replace that human-to-human interaction as the customer will always be a human.”- Ian Golding.  Tune in to get a mix of inspiring stories and perhaps a few "aha!" moments that could change how you view customer experience.  P.S. Keep an ear out for your chance to win a free copy of Ian’s book, “Customer What?” which would be helpful over the years.  P.P.S. Watch out for a BBC series star featured!

According to business growth and customer experience strategist, Jay Baer, customer experience is the best marketing that brands can do for themselves.   In this episode of CX-WISE, Jay dishes out the details on how brands can achieve word-of-mouth marketing through exceptional CX. It's the perfect starting point for brands wanting to make their presence felt on short-form content platforms like TikTok and Instagram.    From breaking down the process of creating talk triggers to busting the myth that AI sets a brand apart, Jay covers everything you need to craft a solid CX and marketing strategy.    Jay and Nathan (our host) also provide insightful solutions for brands to bridge the gaps of uncertainty in customer experience journeys. More than just imparting wisdom, they share many compelling real-world examples of how brands are successfully doing all of this today.     Tune in to get CX-WISER!    P.S.- Listen closely for your chance to win a free copy of Jay’s book.

Uncover the hidden challenges that lie beneath the surface of customer experience management with Jeff Sheehan — as he draws parallels between a finely-tuned internal CX program and the composure of an army pilot in flight.    In this episode of CX-WISE, our host, Nathan Bennett, delves into a compelling conversation with Jeff, who is a 25-year veteran in the field of customer experience.     Jeff and Nate discuss the nuances of customer experience and customer experience management. They share insightful solutions on how brands can bridge the gaps in their customer experience journeys.     Beyond that, Jeff shares his insights on navigating the fine line of AI-driven personalization to avoid any unsettling experiences. He also talks about WHY and HOW the expectations of customer experience differ based on geographical locations.    Tune in for a rich discussion on enhancing the customer experience!  P.S- Make sure to listen closely for your chance to win a free copy of Jeff’s book.

Have you ever considered customer and employee experience as a balancing act between the logical side (all the brainy stuff like analytics and management) and the emotional side (the feelings and perceptions)?     And how do brands actually find the right balance between the serious, analytical side and the touchy-feely, emotional side of these experiences?   In this episode of CX-WISE, our host, Nathan Bennett, engages in a thought-provoking conversation with the distinguished Nate Brown. Together, they unravel the intriguing concept that CX and EX are a fusion of science and art.     Nate shares his wisdom on achieving great CX by creating a sense of psychological safety for everyone involved in your business. He also talks about WHY and HOW the frontlines of customer experience are the 'knowledge curators'.   Unearth the valuable insights Nate Brown gained from pickleball, drawing unexpected parallels with employee experience. This narrative provides a fresh and relatable perspective that leaves you with practical lessons to apply in your own professional journey.    P.S.- Make sure to listen closely for your chance to win a free copy of Nate’s recommended book.

Are you up for creating a CX culture that not only delights your customers but also champions your agents' mental well-being?  In this episode of CX-WISE, our host Nathan Bennett engages in an insightful conversation with renowned CX Expert, Annette Franz. From addressing mental health concerns in contact centers to dispelling common misconceptions about customer experience, Annette's expertise will inspire you to navigate the complexities of the modern CX world, one step at a time.    Annette also shares her practical advice for leaders on fostering a human-centric culture for CX success, revealing the crucial CX metrics that truly signal progress.    Tune in to gain a fresh perspective on CX, filled with real-world anecdotes and actionable tips. It's a journey that bridges the gap between Annette’s life on the farm and current CX challenges.    P.S- Make sure to listen closely for your chance to win a free copy of Annette’s book - “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business"

Your sustainable travel aspirations are now powered by AI/ML. How awesome is that?    In this episode of CX-WISE, we dive into the exciting world of AI-driven travel experiences, featuring the insights of CX experts Grant Hartanov and Buddy Waddington. They discuss how brands can strike the perfect balance between technological efficiency and the human touch to improve their traveler experience, alongside our host Nathan Bennett.    From self-serve options to automated trip planners, Grant and Buddy's wisdom will inspire you to explore the world responsibly, one AI-enhanced adventure at a time.    Grab your headphones and hit play to get to know the latest CX personalization trends, potential risks and rewards with Gen AI and factors that are shaping the future of customer experience in travel.    Tune in now and let your CX take-off!

Want to generate some serious buzz for your brand?  So how can you craft those unforgettable customer experiences that get people raving about your brand?  In this episode of CX-WISE, our host Nathan Bennett engages in an insightful conversation with renowned CX Expert, Dan Gingiss. From crafting memorable moments to sparking organic sharing, Dan breaks down his W.I.S.E.R approach – witty, immersive, shareable, extraordinary and responsive – that empowers brands to stand out in today's competitive market.   With practical tips and real-world examples, Dan's wisdom offers a valuable formula for captivating customers and fostering positive word-of-mouth. Discover how a little extra effort can turn ordinary interactions into remarkable experiences.   So, grab your headphones and hit play to get CX-wiser. Tune in now!   P.S- Make sure to listen closely for your chance to win a free copy of "The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share"

In the metrics-driven CX industry, it’s crucial to remember that humans matter more than KPIs.   But how do you successfully build a human-centered CX approach while also increasing the ROI of your business?   In this episode of CX-WISE, our host Nathan Bennett engages in a thought-provoking conversation with CX and Healthcare Strategist, Sally Mildren.   Sally is the CEO and Managing Partner of Boss Lady Consulting and ClarityPX. Over 20 years, she has worked as an executive leader in marketing, engagement, and customer experience. And created strong ROI and growth while building CX and brand for Fortune 50 companies, health systems and non-profits.  Gain the nuggets of wisdom as they explore the pivotal role of organizational habits in shaping exceptional CX, the transformative potential of purpose-driven work beyond outcomes, effective ways to leverage the voice of the customer in refining CX strategy and so much more!    So, grab your headphones and hit play to get CX-wiser. Tune in now!   P.S- Make sure to listen closely for your chance to win a free copy of "Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference”

Transform digitally or risk relevance. In the world of rapid innovation, one thing is clear: what works today won't be enough to win over tomorrow's digital customers. So, how should brands and marketers arm themselves to deliver dynamic and personalized experiences that customers desire? In this episode of CX-WISE, our host Nathan Bennett speaks with Digital Transformational Influencer, Howard Tiersky, to unearth expert insights on: 📖 Leveraging brand stories for personalized CX 💌 Inspiring customer love 😣 Overcoming real-world struggles with tech adoption ✅ Targeted marketing with AI for great CX And so much more! Tune in to learn how to propel your brand towards digital success. P.S- Make sure to listen closely for your chance to win a free copy of Howard's latest book,"Winning Digital Customers: The Antidote to Irrelevance."

In this episode of CX-WISE, our host Nathan Bennett brings you an interesting conversation with the CX maestro Vincent Washington. Prepare to be blown away as they discuss the power of leadership accountability on CX, the role of company culture on customer experience, and how to foster a care-centric culture that puts empathy, compassion, and the mental health of agents first and more!    Vincent has been a CX influencer, donning many hats in his career, from managing social media at UPS to leading customer experience management at Sprinklr. But what's even more intriguing is how Vincent's early stint as a store manager influenced his CX philosophy and vision. This is one episode you won't want to miss!    So, grab your headphones and get ready to be inspired as Nathan and Vincent drop some CX truth bombs. Tune in now!

In this episode of CX WISE, our host Nathan Bennett speaks with CX influencer Shep Hyken to discuss whether AI will kill customer service jobs, how to reach out to multi-generational customers on social media, real-life instances of brands evoking confidence with great customer service, how to balance the cost of loss prevention with memorable CX and more. Most importantly Shep also spills the beans on what magic & music taught him about CX from a very young age.  Shep is a New York Times Best Selling author, and his latest book, I’ll Be Back, is up for grabs on this episode.  Tune in to learn how you can get a free copy.