The CX Guru

The CX Guru

Every business comes to life through its Service Experience. Your business success depends on whether your Customers are loyal to YOU. That’s where real value and profit is created. Great companies ubiquitously have great customer experiences. A thin red line divides those that invest and consistently deliver what their Customers need and those that fail and get disrupted. In competitive and challenging times, leaders need to double down on their Service Experience. Learn and grow the value you create. Grow your success. Be on the right side of that thin red line. The CX GURU with host Eric Michrowski, a globally recognized Ops & Customer Experience Guru, public speaker and author explores through leader interviews how to increase the value you create, distinguish yourself from the pack, grow your business and your success. Your business success story begins now.

Episodes

Episode 23 - Squircle Innovation for CX with Francis Cholle

March 18, 2021 • 29 mins
The art of balancing creativity, innovation and collaboration will bring you a rejuvenated path of performance. Today we are in conversation with artist, author and CEO Francis Cholle who advocates for a holistic approach in your work, in order to achieve augmented intelligence. Tune in to learn how to move your life from the golf course to the jungle and how to put your systematic square into your creative circle! Francis Cholle, ...
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Episode 22 - The Impact of Civility on Workplace Culture & CX with Dr. Lewena Bayer

March 4, 2021 • 22 mins
In conversation with Dr. Lewena Bayer, regarding the importance of workplace civility to improve employee experience. Today's discussion revolves around the effect of communication between co-workers, and equality in work environments to improve workplace culture. Topics discovered include the definitions of civility and how to measure it, the case for civility in the business setting and how it impacts Customer Experience (CX) out...
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Episode 21 - The power of words and conversations in CX with Grant Packard

February 18, 2021 • 28 mins
Today we are exploring the power of words and conversations to drive Customer Experience. Grant Packard has done some exceptional research that demonstrates how a few changes to words and conversations can have a substantial impact on customer experience and outcomes. He shares 3 examples that are easy to train and cascade within your teams and that can help improve how you deliver your customer journeys. Conversations occur every ...
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Episode 20 – Diversity & Inclusion: A critical enabler for Service Experience with Dr. Victoria Mattingly

February 4, 2021 • 21 mins
Diversity and Inclusion are critical levers of business success yet too few companies are driving real impact. Today we explore tangible strategies to maximize the benefit on Customer Experience loyalty and tactics to drive diversity and inclusion in every workplace. It’s more than a business imperative – it’s a critical consideration to any organization’s customer experience strategy. Dr. Victoria Mattingly shares some thought pro...
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Episode 19 – Differentiate through a Change Ready Organization with Campbell Macpherson

January 21, 2021 • 28 mins
Organizational Change is inevitable, and it is key to success in Customer Experinece. Today, our special guest Campbell Macpherson, shares his insights on the power to change, how to embrace change, strategies to drive sustainable change, the ability to be resilient and employee involvement. Campbell Macpherson is an international business advisor, keynote speaker, Executive Fellow of Henley Business School and award-winning author...
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Episode 18 - Luxury Hotel Service Experience: Tactics to Differentiate with Adam Knight

January 7, 2021 • 30 mins
Today we are conversation with an experienced luxury hotelier to capture insights on how to differentiate in the service experience space. Exploring the tactics to create magic to differentiate at the high end of the service experience market. He shares thoughts on how hotels engage all 5 senses, innovation in service, maximizing the impact of each touchpoint and strategies to emerge from the current pandemic. Adam is the Principal...
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Holiday Special Episode 17 - The Top 8 from 2020: Key insights from The CX Guru

December 24, 2020 • 12 mins
A year in review. The CX Guru’s Top 8 themes and ideas from our 2020 season! Get caught up with the ideas that will help you leave a legacy in 2021! Happy Holidays!  Listen more episodes: https://thecustomer.guru/ Powered By Propulo Consulting: https://propulo.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices
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Episode 16 - When you Care Enough: Customer Experience Insights from Hallmark with Ted Stodolka

December 10, 2020 • 30 mins
What better time of the year to be in conversation with Hallmark’s VP of Chief Care Officer, Ted Stodolka! Ted shares some amazing insights on Customer Experience from his journey at both Marriott and Hallmark. He touches on the importance of being easy to work with, how to implement bots successfully and key characteristics that drive strong Customer Experience Cultures. Listen-in to understand the importance of having a strong ‘w...
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Episode 15 - Getting Your Positioning Right to Drive CX with April Dunford

November 26, 2020 • 30 mins
Today, we are in conversation with April Dunford to explore the importance of starting with a well-defined product or service positioning. Too often, customer experience friction develops when the positioning hasn’t been done well. April presents simple ideas to help better define a product or service from her recent book Obviously Awesome: How to Nair Product Positioning so Customers Get It, Buy It, Love It. April Dunford is a con...
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Episode 14 - Leading Customer Experience from the Front Line with Clint Mahlman

November 12, 2020 • 41 mins
Today, we are in conversation with Clint Malham, President & COO of London Drugs, one of Canada’s largest retailers. This is a must listen to episode for some phenomenal leadership insights on Customer Experience. Clint brings a strong customer orientation grown from his early work experiences and spends the time at the front-line to make it come to life.. Clint shares some great examples on how stories help shape a Customer Experi...
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Episode 13 - Getting the Digital Experience Right with Jason Cranford Teague

October 29, 2020 • 30 mins
In today’s context, nearly all Customer Journeys have a Digital component. The seamlessness of that journey and consistency is so often missed. Today we are in conversation with Jason Cranford Teague, a writer, professor and pioneer in the UX Design space. He shares some insights and ideas on the importance of connecting the journey, building trust in the digital space to maximize the impact to the overall Customer Journey. Too oft...
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Episode 12 - A Freshly perspective on Customer Experience with Colin Crowley

October 15, 2020 • 26 mins
In this episode, Colin Crowley shares his experience and successes in innovating Customer Experience for Freshly, a leader in the digital meal delivery category. He touches on the benefits of a well implemented AI, RPA and Offshoring Strategy. Tune in for some ideas on innovating in the digital space. Colin has spent over 10 years in senior leadership roles in e-commerce customer service and is proud to be the inaugural VP of Custo...
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Episode 11 - Lessons from Service Experience in the Restaurant Industry - COVID-19 and Beyond with Dr. Alex M. Susskind

October 1, 2020 • 37 mins
The restaurant industry has been a leader in Service Experience. Professor Alex Susskind from the Associate Dean for Academic Affairs at the School of Hotel Administration at Business, Cornell University shares some great insights and heartwarming stories on how the Restaurant Service Experience can be adapted in these challenging times with some ideas to guide the recovery. Dr. Alex M. Susskind is a Professor of Food and Beverage ...
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Episode 10 - Define your Brand Narrative with Elizabeth McCumber

September 17, 2020 • 19 mins
To drive a consistent message and customer experience, an important consideration is to tightly define your brand narrative so that the story remains consistently on message, particularly at the front line. Elizabeth shares some ideas to define your brand narrative and cascade it across your organization. Elizabeth is a content strategist focused on bringing authenticity to every level of brand communication. An advocate for “squir...
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Episode 9 - The future of Service Experience in the Pandemic Age with Dr. Leonard L. Berry

September 3, 2020 • 37 mins
Dr Leonard Berry from Mays Business School at Texas A&M University joins me to share some key insights from his recent published work addressing the future of Service Experience in the current Pandemic Age. He speaks to the importance of safety and shares transformations that are occurring across industries. He also presents a concept of an Essential Services Workforce Alliance based on the learnings from the current Pandemic to im...
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Episode 8 - Maximizing the ROI of CX initiatives with Kunal Chopra

August 20, 2020 • 32 mins
In these challenging times, many leaders are questioning the need to invest in Customer Experience. Kunal Chopra shares 4 recent examples that showcase the rapid return on investment in key Customer Experience initiatives and shares some ideas on areas to focus on to maximize value. If you are looking for ideas to maximize the return on investment for key customer experience initiatives, you need to tune in to this episode! Kunal i...
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Episode 7 - Driving Customer Service in Contact Centers with Gwen Oglesby

August 6, 2020 • 27 mins
Gwen Oglesby shares some insights on Customer Experience in Contact Centers based on her extensive experience and recent book Call Center: A Focus on Customer Service. Contact Centers are a crucial component of any customer experience that too often are driven by cost savings as opposed to delivering great experiences. About the book:Call Center: A Focus on Customer Service The intent of this book is to create dialogue and spark se...
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Episode 6 - The Science of Service: Behind one of the best Customer Experience Books with Dr. Mark Colgate

July 23, 2020 • 22 mins
If you want a fantastic read to inspire your Customer Experience journey, look no further than Dr Mark Colgate’s Science of Service. A great read that is anchored in science and research not one hit wonders. With fun analogies, he explores some of the salient themes from his book including the 3Rs framework including the importance of Reliability and consistency, keeping your core promise. He discusses the importance of excellence,...
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Episode 5 - Customer Experience Listener Questions with Eric Michrowski

July 9, 2020 • 19 mins
This week on the CX Guru, Eric Michrowski answers 5 listener questions. He explores topics on Customer Effort and the impact on Service Design, the importance of Empowering team members, Contact Center Metrics and ways to shift them and the Best Service Metrics to implement is service based roles to drive the right Customer Experience outcomes. Listen more Episodes: https://thecustomer.guru/ Powered By Propulo Consulting: https://p...
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Episode 4 - How to lead an operation for growth and customer excellence with Louis Saint-Cyr

June 25, 2020 • 30 mins
A fantastic conversation with Louis Saint-Cyr, an exceptional operational leader that shares his secrets to leadership for great customer outcomes. Louis has held several senior leadership roles across 3 airlines and currently is an Executive Vice President at FMT. He held instrumental roles in the transformation and growth of both Hawaiian Airlines and WestJet. His style of leadership is unique and epitomizes the attributes of a g...
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