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This week on the Voices of CX Podcast we hosted AJ Davis, Founder and CEO of Experiment Zone, to discuss the utility of Conversion Rate Optimization, and how it bridges the gap between economics and human behavior. Understanding what really goes into customers' decision-making is a lot more complicated than simple AB testing; it might get you by, but it won't tell you the whole story. That's where AJ comes in. 🟠About AJ Davis AJ Davis is a Conversion Rate Optimization (CRO) Specialist. She’s the founder of Experiment Zone, a company that helps online businesses grow their revenue by improving the user experience of their website using scientific methods. Before starting Experiment Zone in 2017, AJ led optimization strategy for Fortune 500 companies during her tenure at Clearhead. She was also the lead UX researcher on the Google Optimize product. 🟠Connect with AJ Davis Follow AJ on LinkedIn Check out ExperimentZone.com 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

This week on the Voices of CX Podcast we hosted Marilyn Mead, VP of Marketing at Winmo. We discussed how applying the authentic voice of the customer throughout the organization (with a focus on marketing) is one of the best ways to put your company on the path to being truly customer-centric. 🟠About Marilyn Mead As VP of Marketing for List Partners’ flagship brand Winmo, Marilyn oversees brand, product marketing, demand generation, and retention strategies. With Winmo since its 2015 market launch, Marilyn’s intuitive understanding of customer use cases crafts a marketing strategy that speaks to the needs of Winmo’s core audiences. She’s teamed up with customers to present at events including AdWeek and the National Sports Forum, among others. She thrives on collaborating with her team of marketing pros, and chatting with customers any chance she gets. 🟠Connect with Marilyn Mead Follow Marilyn on LinkedIn Follow Marilyn on Twitter @MarilynMead 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

On this week's CXIC, we unpacked the idea that CX is the backbone of the small business world with Hank Ebeling. 🟠About Hank Ebeling Hank Ebeling is a sought-after speaker and small-business entrepreneur and the founder and owner of H4 Training gyms. He’s built his career on a passion for customer service and customer experience, and today helps other small business owners transform their customer service. Hank hosts his popular Success Trails Podcast which focuses on small business owners and their success. Hank recently authored the book Crushing the Competition with Service, which is available on Amazon. 🟠Connect with Hank Ebeling Follow Hank on LinkedIn Follow Hank on Facebook: @hankebelingiv Follow Hank on Instagram: @hankebeling Get Hank’s Book: Crushing The Competition With Service 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

This week on the Voices of CX Podcast we hosted Hank Ebeling, founder and owner of H4 Training gyms, and in a refreshing change of pace, the first small-business entrepreneur we've hosted on this podcast! But as you might expect, CX is no less important to small businesses just because it's easier to manage. In fact, it's even more important when you're face to face with the people you serve. Read the full transcript on VoicesofCX.com: 🟠About Hank Ebeling Hank Ebeling is a sought-after speaker and small-business entrepreneur and the founder and owner of H4 Training gyms. He’s built his career on a passion for customer service and customer experience, and today helps other small business owners transform their customer service. Hank hosts his popular Success Trails Podcast which focuses on small business owners and their success. Hank recently authored the book Crushing the Competition with Service, which is available on Amazon. 🟠Connect with Hank Ebeling Follow Hank on LinkedIn Follow Hank on Facebook: @hankebelingiv Follow Hank on Instagram: @hankebeling Get Hank’s Book: Crushing The Competition With Service 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

On this week's CXIC, we took a note from the book of Warren Buffett: 'People will forget what you said, people will forget, but people will never forget how you made them feel'. That's why treating people like people is so important, especially in business. 🟠About Crystal Garrett Professional writer, storyteller, and creator Crystal Garrett is a Sr. Copywriter at Salesforce, with over 15 years of experience creating content for television and film and demand-generating copy for digital media. Crystal has penned several episodes for Black Entertainment Television Network, optioned an original one-hour television series to Warner Brothers, had a screenplay adaptation stream on Netflix, and has a Hallmark made-for-television movie currently in production. Her collaborators include industry professionals Will Packer, Oscar-winner Regina King, Stephen Sondheim, Tyler Perry, and Sheldon Epps. Crystal earned her Master of Fine Arts degree at the prestigious Old Globe Theatre’s Professional Actors Program, University of San Diego on a full-ride scholarship and went on to hit the Broadway stage in a lead role. She has spent her free time volunteering at Riker’s Island’s high-security prison, Hosea Feed the Homeless, Charity:water, and Toys for Tots. She was born and raised in Seattle, WA, and has an affinity for the outdoors and travel. 🟠Connect with Crystal Garrett Follow Crystal on LinkedIn: https://www.linkedin.com/in/crystlike1/ 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

This week on the Voices of CX Podcast we hosted a special guest: Crystal Garrett, Sr. Copywriter at Salesforce and - if you've been listening to the pod long enough to remember - our original host! Crystal and Mary reminisce about the origins of the VoCX Podcast and about how even B2B storytelling is made for people. 🟠About Crystal Garrett Professional writer, storyteller, and creator Crystal Garrett is a Sr. Copywriter at Salesforce, with over 15 years of experience creating content for television and film and demand-generating copy for digital media. Crystal has penned several episodes for Black Entertainment Television Network, optioned an original one-hour television series to Warner Brothers, had a screenplay adaptation stream on Netflix, and has a Hallmark made-for-television movie currently in production. Her collaborators include industry professionals Will Packer, Oscar-winner Regina King, Stephen Sondheim, Tyler Perry, and Sheldon Epps. Crystal earned her Master of Fine Arts degree at the prestigious Old Globe Theatre’s Professional Actors Program, University of San Diego on a full-ride scholarship and went on to hit the Broadway stage in a lead role. She has spent her free time volunteering at Riker’s Island’s high-security prison, Hosea Feed the Homeless, Charity:water, and Toys for Tots. She was born and raised in Seattle, WA, and has an affinity for the outdoors and travel. 🟠Connect with Crystal Garrett Follow Crystal on LinkedIn: https://www.linkedin.com/in/crystlike1/ 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

Welcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you. This week on the Voices of CX Podcast, we talked to Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise Virtual Solutions. His passion is for customer service and helping people understand how to create amazing customer experiences in a decentralized way. Listen to the full episode here: https://voicesofcx.com/how-digitizing-and-decentralizing-creates-great-customer-experiences-jonathan-shroyer/ 🟠Connect with Jonathan Shroyer Follow Jonathan on LinkedIn Follow Jonathan on Twitter @jjshroyer 🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix 🟠Subscribe to our Podcast about Customer Experience – Voices of CX 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

This week on the Voices of CX Podcast, we talked to Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise Virtual Solutions. His passion is for customer service and helping people understand how to create amazing customer experiences in a decentralized way. 🟠About Jonathan Shroyer CEO & Co-Founder Jonathan has been a customer service professional and leader for 22+ years, leading large teams at established companies such as Microsoft, Monster, and Autodesk, as well as startups like Postmates, Kabam, and Forte Labs. A thought leader in the industry, Jonathan can often be found speaking at CX conferences, participating in podcasts, and writing about his passion—the future of customer service and the CS marketplace. 🟠Connect with Jonathan Shroyer Follow Jonathan on LinkedIn Follow Jonathan on Twitter @jjshroyer 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Instagram: @voicesofcx Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

Welcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you. This episode, we dive into the wide, multi-cultural and multi-faceted world of hospitality, where there’s no easy way to segment customers, let alone cater to every single one based on something as broad as a demographic. Alec Dalton was our customer-centric concierge for this trip, and helped us understand what it takes to keep up with the rapidly changing expectations of modern consumers. Check out the full episode: https://voicesofcx.com/lessons-from-legendary-companies-in-the-hospitality-industry-alec-dalton/ 🟠Connect with Alec Dalton Follow Alec on LinkedIn Follow Alec on Twitter Follow Alec on Instagram Learn more about Alec’s experiences at www.alecdalton.com Follow the Hospitality Leadership Academy at www.linkedin.com/company/hospitalityleadershipacademy/ Or check out their main page at www.hospitalityleadershipacademy.org 🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠Connect with the Voices of CX Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix 🟠Subscribe to our Podcast about Customer Experience – Voices of CX 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

This week on the Voices of CX Podcast, we talked to Alec Dalton, Co-founder & Partner of the Hospitality Leadership Academy about service concepts he's perfected over his decade in hotel operations and global quality management with brands like Marriott, The Ritz-Carlton, and Disney. We discuss why approaching exceptional service with an industrial mindset that leaves room for personal agency and empathy is the best of both worlds. 🟠About Alec Dalton Alec’s expertise and passion were formed throughout a decade in the hospitality industry, including hotel operations and corporate roles with Marriott International, The Ritz-Carlton, and Walt Disney Parks & Resorts. In 2020, Alec co-founded the Hospitality Leadership Academy to guide name-brand and boutique businesses to improve their CX quality and enhance employees’ service and leadership skills. In 2018, Hotel Management Magazine named Alec to the "30 Under 30" list of rising hospitality executives; in 2021, the Customer Experience Professionals Association recognized him as an inaugural "Emerging Leader in CX". Alec co-authored the first two best-selling books in the Customer Experience series, and he is co-editor of the textbook Operations Management in the Hospitality Industry. Alec serves on the boards of the Customer Institute and HorizonCX, judges several international CX competitions, and delivers frequent keynotes regarding service science, quality management, and trends in hospitality. 🟠Connect with Alec Dalton Follow Alec on LinkedIn Learn more about Alec’s experiences at www.alecdalton.com Follow the Hospitality Leadership Academy at www.linkedin.com/company/hospitalityleadershipacademy/ Or check out their main page at www.hospitalityleadershipacademy.org 🟠Visit VoicesofCX.com to read the full transcript and sign up to our newsletter: https://voicesofcx.com/lessons-from-legendary-companies-in-the-hospitality-industry-alec-dalton/ 🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

Welcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new today! This episode, we take some key points from Amelia Dunlop (CXO Deloitte Digital) and her views on the human experience at work. She challenges the idea that feeling love and compassion at work is like breaking down a wall between church and state. Understanding people from a human perspective makes us better people, and by extension, better at our jobs, too. 🟠Check out the full episode here: https://voicesofcx.com/elevating-the-human-experience-amelia-dunlop/ 📧 Subscribe to the Worthix Newsletter 📧 👉 https://bit.ly/newsletter-voices-of-cx 🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voi... Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

This week on the Voices of CX Podcast, we talked to Amelia Dunlop, Chief Experience Officer at Deloitte Digital. She talked about her greatest passion, elevating the human experience in the workplace and how love should be part of that conversation. 🟠About Amelia Dunlop As Chief Experience Officer at Deloitte Digital and leader of the US Customer Strategy and Applied Design practice for Deloitte Consulting LLP, Amelia Dunlop helps companies develop winning strategies that combine innovation, creativity, and digital strategy. Amelia received Consulting Magazine’s 2020 Top Women in Technology Award for Excellence in Innovation. She is author of the book, Elevating the Human Experience: Three Paths to Love and Worth at Work. Amelia leads a team of problem solvers who use human-centered design and customer insights strategy to help businesses shift their focus from the customer experience to the human experience. As marketers, she says we have an opportunity to create more human experiences—earning long-term loyalty and trust in the process. Amelia loves helping clients tackle their toughest problems. For her, the best kind of problem requires thinking in a new and different way. She enjoys helping clients create solutions and build the organizational momentum to turn the future they imagine into a reality. She writes and speaks regularly about human experience, creativity, and customer strategy, and contributes to the Wall Street Journal’s CMO Journal and Adweek. She also serves on the board of the MacDowell Colony, a national not-for-profit organization that creates space for artists. Born in London, she has lived and worked across Europe, Asia, Africa, the Middle East, and India. These days she lives with her husband and three children in Boston. 🟠Connect with Amelia Dunlop Follow Amelia on LinkedIn Follow Amelia on Twitter Learn more about the book Elevating the Human Experience: Three Paths to Love and Worth at Work here: http://www.deloittedigital.com/us/ehxbook Pre-order your copy of “Elevating the Human Experience” Stay in the know with her book on Facebook, YouTube, and Twitter. Amelia’s website: https://www.ameliadunlop.com/ 🟠Visit VoicesofCX.com to read the full transcript and sign up to our newsletter: https://voicesofcx.com/elevating-the-human-experience-amelia-dunlop/ 🟠Connect with Mary Drumond Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary 🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).