The Total Experience Playbook
by Larry Mead, Kate Kompelien and Kurt Schroeder
Experience Conversations
Avtex is proud to sponsor the Experience This! podcast with Joey Coleman and Dan Gingiss. Featuring inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience.
For the full list of Experience This! episodes, visit ExperienceThisShow.com
Webinar
4 Phases to Managing CX Through Crisis
Viral outbreaks, natural disasters, and other unforeseen events can cause many businesses to close their physical locations, shift to a virtualized environment, and change how they interact with their customers. Avtex aims to provide CX vision and strategy to help organizations navigate their employee and customer experiences throughout this current crisis and beyond. Our panel of experts will walk you through the Avtex Responding to Crisis with CX model, and demonstrate how organizations can successfully provide optimal and meaningful experiences for employees and customers, during times of crisis and beyond.
Episode 86 [12/31/19]
[CX Press] Customer Satisfaction vs. Profit
Join us as we discuss why customer satisfaction and profit might be at odds, a romance novelist who immerses herself in her characters, and how LEGO builds customer loyalty.
Related Content
Blog Article: Making the Most of Journey Mapping Efforts
Episode 85 [12/24/19]
[This Just Happened] Set a Standard of Excellence that can be Maintained as Your Company Grows
Join us as we discuss how raising the bar can come back to hurt you later, why fixing what ain’t broke might be a good idea, and why pricing mistakes can make you look silly.
Related Content
Blog Article: Balancing Security and CX - Protecting Customers While Providing Exceptional Experiences
Episode 84 [12/17/19]
[CX Press] Standing Out in the Crowd by Seeking a Different Type of Customer
Join us as we discuss a new hot spot in Vegas serving an unusual target market, creative ways to build a relationship with your desired audience, and thoughtless messages to long term customers.
Related Content
Blog Article: Best Practices for Building Useful Customer Service Portals
Blog Article: Support Customers Beyond “Regular Business Hours”
Episode 83 [12/10/19]
[CX Press] Is the best customer experience always the right customer experience? (SAP)
Join us as we discuss why trying to enhance the experience might actually cause you to lose customers, how customers are affected after a corporate merger or acquisition, and how to make standing in line — FUN!
Related Content
Blog Article: Exploring the Impact of IVR Modernization – Your Customers’ Perspective
Blog Article: Exploring the Impact of IVR Modernization – Your Agents’ Perspective
Blog Article: Exploring the Impact of IVR Modernization – Your Organization's Perspective
Episode 82 [12/03/19]
[ExperienceThis! Live] Serving Up Remarkable Experiences and Great Pizza to An Inclusive Audience
Join us as we discuss a restaurant designed to create an inclusive experience, the challenges of becoming an older customer, and how healthcare if failing the customers that need it most.
Related Content
Webinar: CX Design is More than Just Journey Mapping
Webinar: Embedding CX Design into an Organization
Episode 81 [11/26/19]
[Dissecting The Experience] Discover the Critical Importance of a Chief Experience Officer in Your Company
Join us as we discuss the evolving role of the chief experience officer, a charity’s attempt at overhauling the donor experience, and a Thanksgiving treat for one bank’s customers.
Related Content
Webinar: Avtex Digital Roundtable - The Cost of Bad Customer Experience
Blog Article: Exploring the Actual Cost of Poor Customer Experience
Episode 80 [11/19/19]
[This Just Happened] A Personalized Gift can Make a Lasting Impact
Join us as we discuss how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming back for more.
Related Content
Blog Article: How to Create Lasting Customer Relationships
White paper: Modern Data Analytics and the Customer
Episode 79 [11/12/19]
Customers Like to Share Their Remarkable Experiences
Join us as we discuss a plethora of positive customer experience stories, a debate about all of those subscription boxes, and a man who creates music on the fly.
Related Content
Blog Article: Technology’s Key Role in Customer Experience
White paper: Leveraging Technology to Meet Evolving Customer Expectations
Episode 78 [11/05/19]
Using Artificial Intelligence to Support Your Customers
Join us as we discuss using AI to train your customer service reps, the internal path to entrepreneurial peace, and the ways one customer can positively and negatively impact the experience of another customer.
Related Content
Episode 77 [10/29/19]
Using Customization To Create Lifelong Loyalty
Join us as we discuss the easiest return ever, a personalized image strategy, and how to dig deep into your personal space and share it with the world.
Related Content
White paper: Modern Data Analytics and the Customer
Episode 76 [10/22/19]
How to Create Amazing Experiences Before They Become a Customer
Join us as we discuss the perils of automated outreach, the benefit of taking a few minutes to do your homework before speaking with a prospect, and how your reputation can precede you – in both good and bad ways.
Related Content
Episode 75 [10/15/19]
How to Live Up to the Standard of Making a Customer’s Entire Day
Join us as we discuss how seeing isn’t necessarily believing, how to create a remarkable experience in a commodity industry, and why the sense of smell plays a huge role in brand perception.
Related Content
Blog Article: Best Practices for Social Customer Service and Engagement
Episode #74 [10/08/19]
Paying Attention to Shifting Behaviors Can Lead to Increased Customer Satisfaction
Join us as we discuss rewriting your message to acknowledge current realities, the pros and cons of sharing your email address, and the perils of always being connected.
Related Content
Blog Article: Employee Experience – the Often Overlooked Aspect of Experience Planning
Episode #73 [10/01/19]
How to Overcome Negative Reviews and Create Stronger Customer Relationships
Join us as we discuss the future of customer engagement, why it pays to read the fine print, and how human-to-human interactions are key to customer experience success.
Related Content
Blog Article: Don’t Ignore Negative Online Reviews
Episode # 72 [9/24/19]
If You Really Want to Show Your Customers that You are Loyal, Don’t Expire Their Loyalty Points!
Join us as we discuss one of the biggest annoyances in air travel, treating your most loyal customers poorly, and the importance of learning all you can about your customers.
Related Content
Blog Article: Conversational UX - Digging into User Personas and Conversation Flow
On-Demand Webinar: Blended AI: Bots in The Contact Center
On-Demand Webinar: Conversational UX: The Why and How of Chat Strategy
Episode # 71 [9/17/19]
How a Baseball Team with a Unique Culture Transformed the Fan Experience
Join us as we discuss an entertainment spectacle with some baseball in the middle, building a culture of experience, and how to be successful by standing out. Bananas, Baseball, and Yellow Tuxedos - Oh my!
Related Content
Blog Article: Creating Better Experiences – A Strategic Approach to CX Improvements
