About this episode

In this episode of CX Education, host Gwen Lafage engages in a thought-provoking conversation with Kelsey Jones from SAP Emarsys. The discussion centers around the critical topic of customer loyalty in the retail landscape.

Kelsey stresses the importance of understanding different kinds of loyalty, shedding light on five distinct types: incentivized, inherited, silent, ethical, and true loyalty. Gwen and Kelsey take a deep dive into these loyalty categories, and discuss how retailers can tailor strategies to cut through the noise.

As the holiday season approaches, Kelsey advises retailers to harness clean, actionable data to fine-tune their customer engagement. She underscores the need for personalization, the delicate balance between channels like SMS and email, and the significance of ethical considerations in loyalty programs.

This episode offers invaluable insights for retailers looking to build long-lasting customer relationships and boost loyalty initiatives.

Get the Emarsys report that Kelsey and Gwen discuss here.

About this episode

In the latest episode of CX Education, host Sunny Dhami sits down with Michael Elschenbroich, the CEO of stylink. Michael shares his intriguing journey, tracing his steps from the early days of founding a digital agency to steering the helm at stylink. His experiences in digital and social media marketing shine through as he reflects on his days as a WordPress blogger.

Michael shares stories about being one of the first Twitter users in Western Germany, highlighting his foresight in recognizing the potential of emerging platforms. His anecdotes provide a unique perspective on the evolution of the digital landscape over the years.

With invaluable insights for those keen on understanding the intricacies of the digital world, Michael’s story serves as an inspiration, highlighting the importance of adaptability and vision in the ever-changing world of digital marketing.

About this episode

In this episode of CX Education, we welcome Craig Temkin, the director of Vendor Operations and Solution Consultants at Solutions by Text. Craig shares his journey from the messaging industry to the fintech space and how he’s merging these two passions at Solutions by Text. He discusses the importance of creating a seamless, friction free payment experience for consumers and how text messaging can play a pivotal role.

Craig also shares his take on the industry’s future, highlighting the potential of personalized, conversational messaging channels. He emphasizes the importance of security in the payment process, detailing how Solutions by Text leads with security and compliance, offering end-to-end encryption.

Craig also talks about the evolution of messaging from one-way bulk messaging to one-on-one direct chats. He underscores the value of these direct, compliant conversations in enhancing customer experience and building customer loyalty.

About this episode

In this episode of CX Education, host Heather Garand sits down with Tara Conway, a seasoned retail professional from Women in Retail Leadership Circle. Tara shares her rich journey in retail, starting from a family business to leading omnichannel transformations. She provides valuable insights into the evolving retail landscape and the role of AI in shaping customer experiences.

The conversation explores the potential impact of AI on retail, with Tara highlighting both the opportunities and challenges it presents. She emphasizes the need for retailers to be patient and methodical in leveraging AI, warning against the rush to adopt new technologies without a clear strategy.

The episode wraps up with a discussion on the future of retail and customer experience. Tara shares her personal experiences with AI personal assistants and how they could be improved. She also offers her predictions for the next big customer experience trends, making this episode a must-listen for anyone interested in the intersection of AI and retail.

About this episode

In this episode of CX Education, Gwen Lafage hosts Robert Galop, Partner at CPaaS Acceleration Alliance and they dive into the transformative power of CPaaS in enhancing customer experience. Robert highlights advancements in AI, particularly in real-time translation and language processing, and how these technologies are revolutionizing communication.

Robert and Gwen also explore the evolution of CPaaS, with Robert outlining the three major growth opportunities: SMEs, enterprises, and global telcos. He emphasizes the potential of CPaaS to deploy bespoke experiences, automate processes, and integrate systems, making businesses stand out.

The episode concludes with a discussion on the challenges of marketing in the CPaaS space. Robert underscores the need for marketers to connect with business owners and decision-makers, focusing on use cases and needs rather than the technology itself.

This episode is a must-listen for anyone interested in the future of cloud communications and customer experience!

About this episode

In this episode, host Gwen Lafage sits down with Cyril Coste, an expert in digital transformation and customer experience in the banking sector, to discuss the challenges and opportunities banks face in today’s digital landscape. They dive into the challenges of integrating new technologies, managing legacy systems, and balancing security concerns with the need for agility and innovation.

Cyril shares insights on how banks approach customer experience improvements and the importance of data-driven decision-making. He emphasizes the role of product owners in pushing for better customer experiences and the need for continuous improvement within organizations. Cyril also highlights the unique challenges banks face in adopting the latest technologies, given their vast customer base and heavy regulation.

The conversation rounds up with a discussion on change management and the importance of understanding customer needs through analytics. Cyril advises product owners to look beyond assumptions and engage directly with analytics teams to get a true understanding of customer journeys.

This candid conversation offers valuable insights for professionals in the banking sector looking to find their way through the digital transformation journey.

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In this episode of CX Education, host Heather Garand has a thought-provoking conversation with Christy Marble from Pantheon. They dive into the current state of digital customer experiences and discuss the importance of meeting expectations. Christy highlights the high stakes of the digital landscape, where a single misstep can lead to losing customers.

The discussion goes on to explore personalized marketing. Christy shares insights on how sophisticated personalization strategies can enhance the customer journey and deliver tailored experiences to suit individual needs and interests.

Lastly, the conversation turns to common CX mistakes affecting brands today. Christy identifies the key issues, stressing the need for brands to continuously work on removing friction from customer journeys. She highlights the importance of testing and improving digital experiences to meet consumers evolving needs.

About this episode

In this episode, host Gwen Lafage from Sinch chats with Chad S White from Oracle Marketing Consulting to discuss the importance of an omnichannel marketing approach and its impact on customer experience. Chad emphasizes the importance of breaking down silos between marketing channels so that teams can align with a shared, customer-centric goal and create a more coherent and unified customer experience.

Chad also explores the role of technology in supporting a sound marketing strategy and the significance of data privacy regulations and their influence on marketers. As customer expectations continue to rise, businesses must adapt to the ever-changing landscape by embracing new technological advancements, such as machine learning and AI, to deliver better customer experiences.

Throughout the conversation, Chad and Gwen stress the importance of maintaining a customer-focused approach, evolving marketing tactics, and fostering collaboration between teams. By adopting these strategies, businesses can stay ahead and create lasting connections with their customers.

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Contact Center as a Service (CCaaS) is a cloud-based customer service solution providing businesses with features to manage customer interactions. CCaaS solutions typically offer a range of features: including inbound and outbound voice calls, email, chat, and social media support. One of the primary benefits of CCaaS is that it provides businesses with a scalable and flexible solution that adapts to changing customer demands and business needs.

But if a business wants to stay competitive and meet customer expectations, contact centers must undergo a digital transformation which can be complex and challenging.

In this episode of CX Education, Shameem Smillie, CCaaS Consultant at AlwaysTheOther Limited, gets into the digital transformation of contact centers and the increasing use of technology in customer service. Shameem and our host Gwen Lafage discuss digital transformation, improving customer service, and the position of women in tech and customer experience.

About this episode

Emotional intelligence is a valuable way to build relationships with employees, increase motivation, and improve performance. But it also significantly boosts the employee experience — directly impacting the customer experience.

In this episode of CX Education, our host Heather Share welcomes Sandra Thompson, the founder of Ei Evolution. They talk about the importance of emotional intelligence in business, why trust is critical in the workplace, and how a good employee experience leads to a good customer experience.