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Horst Schulze
March 21, 2019

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze [PODCAST]

Horst Schulze knows a thing or two about creating excellent customer service and experience and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.


March 12, 2019

Looking Ahead: the State of Customer Experience

In lieu of alieu of a regular Daily Dose video, I share an excerpt of an interview with my friend Laura Ortman, in which we talk about the state of customer experience, how it’s evolving, and why we need to ground ourselves in understanding the lives of our customers and our employees.


March 8, 2019

How One B2B Software Company Shifted Its Mindset to Unlock Growth [PODCAST]

Mark Bartlett, Chief Experience Officer at FPX, chats with me about the importance of developing your customer narrative and understanding their behaviors, so you can design products that they’ll get the most benefit out of.


March 5, 2019

How Emotion-Driven Innovation Increases Customer Loyalty

How can your business practice emotion-driven innovation? Often, what sets apart the companies that we love is that they obsess over how customers feel in certain situations. They work at understanding the emotions that are native to certain customer experiences. Then they use that understanding to redesign experiences to deliver an outcome that flips the negative emotion to a positive one. Learn more in today’s video.


March 1, 2019

5 Key Actions to Help You Stay Ahead of Market Disruption As You Lead CX [PODCAST]

Discover a new framework that will kickstart and advance your work as a CX practitioner inside of your organization with insights from Harvard Business School professor and author, Thales Teixeira.


February 26, 2019

Turn “Gotcha” Moments into “We’ve Got Your Back” Moments

If you have “ifs, ands, or buts” in your language, you’re at risk for delivering “gotcha” moments. Our companies’ opportunities are to create “we’ve got your back” moments, in which customers feel like we have their best interests at heart. How should your company shift, and what are the returns on that investment once you do? I explore in today’s video.


February 21, 2019

3 Tactics to Transform CX and Employee Development From a Telecommunications Company [PODCAST]

Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, shares tactics regarding CX management and employee experience development.


February 19, 2019

Make Memory Creation the Currency of Your Brand

Beloved, Make-Mom-Proud companies work, craft, and deliver memories that customers remember and yearn for and go back to. They go out of their way to understand where their customers are emotionally. Learn how to cultivate a culture of memory creators in this Daily Dose video episode.


February 14, 2019

How One Insurance Company Transformed its Customer Experience at the Enterprise Level [PODCAST]

I chat with Scott Campbell, the senior vice president, and chief client officer at American National. Scott details how his marketing experience has been useful for him as a CX leader, allowing him to understand the importance of wrapping up the work and communicating it back to the organization.