Shane Watcham’s Post

🎧 Episode 10 is OUT NOW on YouTube! On this week's episode of the #EmiratedEdge Podcast, we unwrap the secrets behind crafting exceptional customer experiences that drive loyalty and revenue growth 💰 In this episode, we explore: 👉 Understanding the stages of the customer journey. 👉 Strategies for mapping out customer touchpoints. 👉 Tips for for improving your buyer's journey Tune in to gain valuable insights and take your customer experience game to the next level! 📈 Tap the link below to listen now! Don't forget to like, share, and subscribe for weekly episodes packed with actionable tips and expert insights! 🌟 #CustomerExperience #CustomerJourney #Podcast #BusinessStrategy #CX #MarketingStrategy #SMMA #Agency

Here is an article I wrote about leveraging the Flywheel Effect in business strategy and how StratifyPro can help. While you're there check out the other great strategy content on the StratifyPro blog page. #strategy #strategyexecution #strategyplanning #strategytoexecution

Where should customer experience fit on the org chart? Many businesses struggle with this question when launching a CX improvement effort. Should it fall under the head of Marketing? The head of Operations? The head of Service? Or someone else entirely? In my recent interview on Stephen Shaw's Customer First Thinking podcast, I shared my perspective on this oft-debated topic, and landed on an answer that may surprise you: This is less about an organization's structure and more about the people in it. https://lnkd.in/erQeuX6V Full interview available at https://lnkd.in/eC-AQFgE. #CX #CustomerExperience #CustomerService #CXLeaders

“When we think about what truly differentiates a company from its competitors, it will be that customer experience.”—Patrick Martin, EVP of Customer Experience. ▶️ Watch full episode: https://lnkd.in/d9gtKxYG #ContactCenterPerspectives #Podcast #CustomerSupport

Interested in a really good #CX podcast? Check this one out. It's Colin Shaw and Ryan Hamilton chatting to Michél Patterson about the challenges and successes of running a CX programme at A.P. Moller - Maersk. That Maersk programme may an old one, but it's got some great learnings. For the #SixSigma gurus out there, Michél talks about the DMAIC approach that she used: - DEFINE - MEASURE - ANALYSE - IMPROVE - CONTROL Having a structured approach is important but, for me, for me the most interesting part of the discussion is the importance of communication and the deployment of champions/ ambassadors around Maersk globally. As Ryan says as the end, the approach is more HUMAN-centric than PROCESS-centric. And that's the critical message. As we say at Deep-Insight: the B2B CX specialists, "Invest in the Soft Side" rather than in the technology. https://lnkd.in/dxzpZ5y7

Is prioritizing digital initiatives synonymous with prioritizing customer satisfaction? Tune in as we explore the intricate relationship between a “Digital First” approach and a “Customer First” strategy. 🤔👇 Our live round table panel conversation with renowned business and industry leaders will shed light on successful strategies, potential pitfalls, and the evolving landscape where technology and customer experience converge. Thought leaders Tara Gambill, Martin Stenzig and Joshua Greenbaum Greenbaum join host Bonnie D. Graham to share their insights on this trend and its potential impact on your organization’s success. Watch:https://okt.to/uIkTXt Listen: https://okt.to/O23h98 #SAP #successfactors #qualtrics #sapbtp #transformation #s4hana

Unlock the power of data-driven strategies for field service success! Dive into expert insights on optimizing operations and enhancing customer experiences. #FieldService #DataDriven #Success https://lnkd.in/gqxBxehr

Is prioritizing digital initiatives synonymous with prioritizing customer satisfaction? Tune in as we explore the intricate relationship between a “Digital First” approach and a “Customer First” strategy. 🤔👇 Our live round table panel conversation with renowned business and industry leaders will shed light on successful strategies, potential pitfalls, and the evolving landscape where technology and customer experience converge. Thought leaders Tara Gambill, Martin Stenzig and Josh Greenbaum join host Bonnie D. Graham to share their insights on this trend and its potential impact on your organization’s success. Watch:https://okt.to/MtE2Dp Listen: https://okt.to/kwKTjD #SAP #successfactors #qualtrics #sapbtp #transformation #s4hana

In our podcast, No Hold Time, we've talked about a wide range of topics, from virtual agents to generative AI to natural language. But the technology is not why we do what we do. We're in this business to improve the lives of our customers' customers. In this episode, Brian, David, and Eric take a step back and explain why the customer experience industry matters and why they've dedicated their lives to this work. https://hubs.li/Q02fQ2By0 #customerexperience #cx #podcast #noholdtime #mosaicx

Is prioritizing digital initiatives synonymous with prioritizing customer satisfaction? Tune in as we explore the intricate relationship between a “Digital First” approach and a “Customer First” strategy. 🤔👇 Our live round table panel conversation with renowned business and industry leaders will shed light on successful strategies, potential pitfalls, and the evolving landscape where technology and customer experience converge. Thought leaders Tara Gambill, Martin Stenzig and Josh Greenbaum join host Bonnie D. Graham to share their insights on this trend and its potential impact on your organization’s success. Watch:https://okt.to/q1jFUR Listen: https://okt.to/YqetLn #SAP #successfactors #qualtrics #sapbtp #transformation #s4hana