Customer Experience Expert Podcast Episodes
Why are we covering CUSTOMER EXPERIENCE on a marketing podcast?
Whilst it’s not technically a marketing method, CX is something that it is now critical to get right if you want to build future success into your business.
This is one of those areas we’ve talked about under various buzzwords for the last 5 or so years, and now, as we head into 2023 it’s becoming a critical factor if you want your business to stand out from the competition.
We’ve spent 5 episodes exploring CX from many different angles.
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Listen to our Customer Experience Experts on the Podcast:
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AI Use Cases: Using AI to Optimise Discounts, Boost Sales, and Improve Customer Experience with Rosie Bailey (234)
Rosie is CEO at Nibble, where they’re building the future of AI negotiation. Listen now for free: Dive in: [08:11] AI enables personalized, natural language conversations effectively. [10:19] Consumer electronics brand avoids blanket promotions. [13:58] Insightful data reveals effective discount strategies. [17:01] Integration enhances customer-brand relationships through chatbots. [21:24] Balancing AI ethics and human-like chatbots. [24:15] Offload customer inquiries to…
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Q4 Updates: Optimising Opportunities in the Post-Purchase Stage with Hamish McKay, Order Editing (episode 220)
Hamish McKay is the founder of the surprisingly groundbreaking new eCommerce tool Order Editing. Now helping over 600 Shopify merchants to improve post-purchase customer experience. Listen now for free: Dive in: [03:36] Managed customer experience for popular YouTuber brands. [08:07] Mistakes after hitting buy button explained succinctly. [12:56] Optimised journey for order confirmation and edits. [14:15] Enhancing customer…
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Offline Marketing: How to Maximise Catalogue Impact for Higher Conversions with Anna Wilson, Go Direct Marketing (episode 212)
Anna Wilson has over 21 years of experience optimising retention and acquisition strategies for growth for mail-order retailers. Working both agency AND client side she has a wealth of experience to share gathered whilst working for brands like Orvis, Boden, The White Company, Able & Cole, Glasses Direct, and many more. She’s now a senior…
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Omnichannel: Connected Commerce Strategies for Better Customer Journeys with Benjamin Lang, Shopify (episode 205)
Benjamin Lang is the Head of Northern Europe and Dach at Shopify. Helping Shopify partners throughout these regions and beyond to help the retailers they work with build successful commerce strategies. Listen now for free: Dive in: [05:46] 54% browse online, maximize impact with both. [07:07] Technology affects physical retail experience, now crucial. [13:29] Key elements: tech…
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Storytelling: Embedding Storytelling Throughout the Customer Journey for Great Customer Experience with Ben Afia (episode 191)
Ben Afia is a customer communications expert for the FTSE100. Using culture, branding, and (of course) story to improve customer experience whilst also lowering costs. With clients across many verticals including many in the retail and eCommerce space like Twinings, Morrisons, Ronseal, and Boots. Listen now for free: Dive in: [03:35] Ben shares his storytelling…
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Customer Experience upping your Customer Service game with Ty Givens (episode 127)
Ty Givens is a CX expert and advisor to companies that want to improve and scale customer experience. With the team she’s built at CX Collective they tackle everything from workforce management and training, to process improvement and CRM implementation. As she describes it – they’re rebuilding the plane whilst in flight! AND achieving ROI…
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Customer Experience on your Product Pages with Adam Pearce (episode 126)
Adam Pearce is the host of the Shopify Across the Pond Podcast, co-founder of the eCom Collab Club, AND Co-founder at Shopify Agency Blend Commerce – who describes themselves as the Customer Experience Agency – a perfect fit for this episode! Listen now for free: About Adam Adam had a number of different careers before…
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Customer Experience on your website by improving your copy (episode 125)
Alice Brown is the chief fish tickler at Alice Writes Copy – yes she’s a copywriter specialising in balancing the rational with the emotional to fix the holes in your customer journey. AND a nominee for this year’s Entrepreneur of the Year in the Women’s Awards. Listen now for free: Doing the Research for Your…
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Customer Experience in Delivery with The Postal Hub Podcast’s Ian Kerr (episode 124)
Ian Kerr is the founder and host of the Postal Hub Podcast and is somewhat obsessed with delivery. Listen now for free: Ending Up in the Delivery World Ian’s mother owned a post office, and as soon as he was old enough, he was already working there. He has also worked for a post office…
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Customer Experience in your Email Marketing Automations with Greg Zakowicz from Omnisend (episode 123)
Greg Zakowicz is the eCommerce Expert at email and SMS marketing platform Omnisend. AND host of the Cart Insiders Podcast. Listen now for free: The Importance of Customer Intent When creating your automated messages, make sure you’re crafting those messages based on the intention of your customer. This way, you’re going to provide them with…
