Crack the Customer Code

Crack the Customer Code has been with you for countless years, but all good things must end. After meticulous consideration, Jeannie and Adam have decided that the podcast will end with this season. It’s been around for almost a decade, but it has become hard for both Jeannie and Adam to get enough time to serve you, the listeners, in the best way they know how. 

However, this is certainly not the end. Adam and Jeannie are not going anywhere; they will remain in the CX sphere, and we still have a few more episodes of Crack the Customer Code for you before we reach the end. Much of the episode is dedicated to what’s on the horizon for the two. You’ll also learn about the many exciting things that have happened since the start of the show and some funny details you might not know.

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What is the power of relationships? Our guest, Zhecho Dobrev really gets into how we can understand the emotions of our customers better. And not only that, but what does that do for the value of an organization?

Business leaders in general are overlooking emotions, and that’s been a challenge for a really long time. So much has to be data driven, and of course, nobody looks at emotions as data. Zhecho shares how he has conversations with data driven leaders to convince them that investing in the emotional relationship with customers will actually pay off for their organization.

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Customer service isn’t easy. This isn’t breaking news to CX people, and it might not be breaking news to many of our listeners, but it should be discussed. Agents don’t have it easy, especially when encountering problematic customers. Is there a point when they should stop dealing with a specific customer? Should the entire customer support do the same with all customers when it gets too bad?

There certainly are instances where things get so bad that the only solution seems to be shutting down specific lines of communication. What’s more, in some cases, customers tend to complain of something that’s not even in the job description of the agents. So, what’s the solution? Naturally, it’s not as simple as some think, so tune in to hear what Jeannie and Adam have to say.

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We’ve mentioned our sponsor, Forethought, several times this season, but they’re finally with us in person. Specifically, the CEO of Forethought, Deon Nicholas, is here to talk with Jeannie and Adam about his company’s human-centered AI.

Forethought is the “AI for Customer Support” company and the 2018 TechCrunch Disrupt winner. Their AI is customer support software that works with your team while the company supports your agents. Forbes listed Forethought among the next few billion-dollar startups.

Forethought is at the forefront of AI technology, and they are working on it with a genuine human approach. Their conversational AI is there to help both the customers and the customer service agents. Deon Nicholas has a lot to say about his company’s solution, and he’s also here with a special offer for all Crack the Customer Code listeners. Tune in to learn more.

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Knowing how your customers are doing is the bare minimum of what companies can do with customer experience, but so many don’t succeed in that as they are focusing on bigger metrics. However, this knowledge is crucial in improving user experience, which is why the customer health score metric is an important figure to follow.

We spend so much time and energy talking about, but we don’t do much about the people in the middle. These are the people who want to yell at us and they are thinking about it, and they will slowly leave the brand if you don’t do something about it. People are not always clear on what they want and think, which is why it’s crucial for companies to do more about figuring them out.

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Dr. Shirley Davis has a lot of fascinating insight to bring to you on how HR should work today, how cultural change can happen in a company, and much more. Most importantly, she has an interesting way of implementing diversity, equity, and inclusion into any organization. She talks about that in her new book, but you can also get some of those insights if you tune into this episode!

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Crack the Customer Code is back on the air! It’s the start of a new season, and Jeannie and Adam are ready to help you solve your latest CX conundrums and bring a host of guests to share their valuable insights.

The show has been on for so long, but the CX world never rests and never stops improving, so neither can CTCC. Tune in to learn about the new things you’ll be getting this season, the new guests that will be joining us, and the new sponsor Crack the Customer Code now has.

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Jeannie and Adam are recording together for the season finale of Crack the Customer Code because it’s another bourbon summit and bourbon is best drank in company.

We’ve had a lot of guests this season and learned a lot of fascinating lessons on the future of CX, but more importantly, on what won’t change in our industry. So, tune in to get a quick recap of what happened in this season and, of course, to learn about the bourbons Adam and Jeannie are drinking.

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What does it mean to be authentic and transparent in customer and employee experience? More importantly, how does that work in practice? That’s precisely what we are talking about with our guest David Sakamoto.

Transparency is not as simple as many companies think. You need to be open about your inner processes and plans to your employees, and you need to show everything about your product or service to the customer. David has a lot of fascinating ideas behind all of this and a few recommendations you should hear about as they have already worked for him and his company GitLab.

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In this episode, we will talk a little bit about empathy and its importance in business. It’s all because empathy plays a crucial role in improving your organization. There are specific connections between empathy and business results, and that’s precisely what we are here to unravel.

Catalyst’s report on the Power of Empathy in Times of Crisis and Beyond has given us a couple of interesting findings and data that shows the importance of leaders leading their teams with empathy. Employees become more productive and innovative, but they also decide to stay in the company, another growing worry businesses face today.

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