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This Is CX

Paul Hagen, Mike Manfredo

"This Is CX" is a discussion about all-things "customer experience", hosted by two guys (Mike Manfredo and Paul Hagen) that want to help people understand what customer experience is and how it can be done in a way that creates real value. We will share personal experiences and best practices, in our hope to make the world a little more customer-centric.

  • 29 minutes 54 seconds
    Converge Customer Experience and Digital to Thrive in 2021 with Mazen Ghalayini

    From the conversation, please find links to the following content:

     

     

    We would love to hear your thoughts on your own trends or predictions for 2021, or how your organization is positioning itself to thrive this year. Email us at [email protected] or message us via social:

     

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    25 February 2021, 8:00 pm
  • 35 minutes 59 seconds
    The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta

    For more information about Nick Mehta and his perspectives, please visit his website:

    https://www.mehtaphysical.com/

    Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Success functions have been built and coexist, including best practices or lessons learned! Email us at [email protected] or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    14 September 2020, 5:00 pm
  • 44 minutes 43 seconds
    Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova

    For more information about Tiffani Bova, please visit her website:

    http://tiffanibova.com/

    Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, including best practices or lessons learned! Email us at [email protected] or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    3 August 2020, 5:00 pm
  • 20 minutes 52 seconds
    Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience

    For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information:

    WMP's Digital Transformation Offerings

    Paul and Mike would love to hear your thoughts on how your organization has changed the way it works to drive digital and customer experience, including best practices or lessons learned! Email us at [email protected] or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    1 May 2020, 7:00 pm
  • 20 minutes 18 seconds
    Best Practices to Enable Work-from-Home Customer Service Professionals

    For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

    WMP's Customer Experience Offerings

    Paul and Mike would love to hear your thoughts on how you're best enabling your customer service professionals in a remote work environment, including best practices or lessons learned! Email us at [email protected] or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    15 April 2020, 6:00 pm
  • 19 minutes 30 seconds
    Innovating on Customer Service and Cost Reduction in response to COVID-19

    For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

    WMP's Customer Experience Offerings

    Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at [email protected] or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    6 April 2020, 7:00 pm
  • 25 minutes 43 seconds
    Five Key Trends Bringing Customer Success and Customer Experience Together

    For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

    Delivering on Customer Success

    Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at [email protected] or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    27 February 2020, 5:00 pm
  • 24 minutes 41 seconds
    Come Together: The Merging of Customer Experience and Customer Success

    For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

    Delivering on Customer Success

    Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at [email protected] or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    6 February 2020, 4:00 pm
  • 22 minutes 50 seconds
    Gazing into the CX Crystal Ball for 2020 Trends

    For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article:

     What to Expect From CX in 2020: 3 Accelerating Trends.

    Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at [email protected] or message us via social:

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

    16 January 2020, 4:00 pm
  • 17 minutes 55 seconds
    Revisiting Our 2019 CX Trends Predictions

    As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link:

    Quantifying the ROI of Customer Experience

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

    Additionally, as Paul and Mike invited during the episode, please share your highlights or takeaways for 2019 by emailing us at [email protected] or finding Mike and Paul on social media (Twitter, LinkedIn, etc.)

    31 December 2019, 4:00 pm
  • 25 minutes 39 seconds
    5 Strategies for Demonstrating the ROI of Customer Experience

    The survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link:

    Quantifying the ROI of Customer Experience

    If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

    If you have any questions, suggestions, or would like to reach Mike and Paul, please email us at [email protected]

    14 November 2019, 4:00 pm
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