Scott McKain is a globally recognized authority on how organizations and professionals create distinction to attract and retain customers — and stand out in a hyper-competitive marketplace.

Scott’s recent book, ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction,” was recently named on Forbes.com as a TOP TEN BEST BUSINESS BOOK for 2018. The first edition of his book, “Create Distinction: What to Do When ‘Great’ Isn’t Good Enough to Grow Your Business” was named by thirty major newspapers(such as the Miami Herald) as one of the “ten best business books of the year.”

Scott’s expertise has been quoted multiple times in USA Today, the New York Times, Wall St. Journal, and International Herald-Tribune. His commentaries were syndicated on a weekly basis for over a decade to eighty television stations in the U.S., Canada, and Australia – and he’s appeared multiple times as a guest on FOX News Network. Arnold Schwarzenegger booked him for a presentation at the White House with the President in the audience, and
Scott played the villain in a movie named by esteemed critic Roger Ebert as one of the “fifty greatest movies in the history of cinema,” directed by the legendary Werner Herzog. 

With a client list that represents the world’s most distinctive companies – like Apple, SAP, Merrill Lynch, BMW, Cisco, CDW, Fidelity, John Deere and literally hundreds more – Scott McKain was honored with induction along with Zig Ziglar, Seth Godin, Dale Carnegie and just
twenty more in the “Sales and Marketing Hall of Fame.” After thousands of presentations in all 50 states and 23 countries, he was honored with membership in the “Professional Speakers Hall of Fame.”

Access the transcript on our blog at https://voicesofcx.com/creating-iconic-distinction-in-cx-scott-mckain/?utm_source=soundcloud&utm_medium=description

Follow Scott McKain on Twitter @scottmckain
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Check out Scott’s books on Amazon
ICONIC
Create Distinction

Join DISTINCTION NATION (https://distinctionnation.com) for free resources.

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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.

Scott McKain - Creating Iconic Distinction in CX - S7E8

This week, I had the pleasure of speaking with Alex Genov, Head of Marketing Insights and Customer Research at Zappos. We discussed the tension between academic research and its application in organizations, and how the human aspects of research found in qualitative studies get overlooked. 

As Alex suggests, the key is fine-tuning the balance between the two, taking the time to understand where your limits and your customer’s needs meet. That's where you’ll find the practical, scalable solutions, instead of taking a cold average of human experience.

🟠About Alex Genov
Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people’s lives easier and more enjoyable.

Currently Alex is leading Customer Research for the Zappos Family of Companies.  In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network.  Alex has a PhD in Experimental Social Psychology and over 25 years of relevant experience – 5 years of academic research and over 20 years of customer research in the software industry.    

Alex’s areas of expertise include: defining and measuring emotions, the psychology of individual differences, usability, market research and consumer segmentation, customer experience research and strategy.

🟠Connect with Alex Genov
Follow Alex on LinkedIn: linkedin.com/in/alexgenov/
Get Alex's book here: https://www.amazon.com/Forget-Customer-See-Person-uncertain/dp/B0B14MBQRZ/ref=sr_1_1?qid=1652977263&refinements=p_27%3AAlex+Genov&s=books&sr=1-1&text=Alex+Genov

🟠Would you like to read the full interview? Get the summary on our blog at 
https://voicesofcx.com/making-qualitative-cx-data-practical-and-scalable-alex-genov/

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👉  https://bit.ly/newsletter-voices-of-cx

🟠Connect with the Voices of CX 
Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/
And 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 us at contact@worthix.com

Making Qualitative CX Data Practical and Scalable: Alex Genov - S10E2

Like, comment and repost if you enjoy this track to show your support! :)

Free download, click "buy" or below to get to the link:
http://pumpyoursound.com/fangate/detail/17600-fredji-happy-life

If you want to use my music in your videos, always put the links to my Soundcloud channel and Facebook page in the description, thanks.

Featured in Jon Olsson's Vlogs:
"THE NEW IPHONE 7 PLUS!! | VLOG 158"
https://www.youtube.com/watch?v=ZLdADOP2KY0

"THE SNOW TOUR HITS THE WINTER! | VLOG 322"
https://www.youtube.com/watch?v=ja9oy1KwGwI

"THE WAY WE LIVE IN MONACO! | VLOG² 68"
https://www.youtube.com/watch?v=1YqSImfvyAk&t=573s

FYI: The lead melody loop is from Arcade's sample pack. All the other elements, the mixing, the mastering and the arrengement is, however, made by me. Usually I don't use melody loops but I really liked the vibe of this one, so I made this project just for fun! I don't make any profit on this song.

-----
Contact: contactfredji@gmail.com

Facebook:
www.facebook.com/fredjimusic/

Instagram:
www.instagram.com/freddeanderson/

Fredji - Happy Life

Ryan Hamilton and Worthix's CEO Guilherme Cerqueira discuss what CX executives and marketers can start doing today to better understand decision rationality and improve their customer's experiences.

Associate Professor of Marketing at Emory University’s Goizueta Business School and the co-author of The Intuitive Customer, Dr. Ryan Hamilton’s research investigates shopper decision-making: how brands, prices and choice architecture influence decision making at the point of purchase. His findings have been published in some of the most prestigious peer-reviewed journals in marketing and management. 

His research findings have also found an audience in the popular press, having been covered in The New York Times, The Wall Street Journal, Time, USA Today, The Financial Times and CNN Headline News. Dr. Hamilton’s research and teaching are focused on identifying some of the surprising ways firms can use psychology to better understand and serve their customers. 

Access the transcript on our blog at https://voicesofcx.com/how-to-drive-and-impact-customer-decisions-ryan-hamilton/?utm_source=soundcloud&utm_medium=description														

Follow Ryan Hamilton
LinkedIn: www.linkedin.com/in/ryan-hamilton-49b3321/

Customer Experience Ebooks: www.worthix.com/resource-page
Customer Experience Blog: blog.worthix.com
Worthix's Artificial Intelligent CX Survey: www.worthix.com

Follow Guilherme Cerqueira
LinkedIn: www.linkedin.com/in/guicerqueira/
Twitter: @guicerqueira

Follow Mary Drumond
LinkedIn: linkedin.com/in/marydrumond/
Twitter: @drumondmary

Ryan Hamilton - How to Drive and Impact Customer Decisions - S1E2

From the mind of a start-up CEO, we will talk Customer Centricity in Startup Culture. Nine-year content management veteran, Emilia Chagas, CEO and Co-Founder of Contentools, a Silicon-Valley bred all-in-one content marketing platform, talks the importance of focusing on the customer and content as you scale your business. Emilia covers what content creators need to grow in the Customer Experience Economy. She will dig into the importance of knowing and understanding your buyers’ persona, creating content that triggers the interest of customers, using the marketing funnel to convert, aligning content with company goals, and the future of CX according to Silicon Valley.

Emilia Chagas is co-founder & CEO of Contentools.com, an all-in-one content marketing platform that has helped +1,000 marketing teams plan, create, distribute and analyze online content. As a content manager for over 8 years, Emilia has lead video, book, and web-based content projects in both Enterprises and SMBs. 

To learn more strategies to scale-up and manage your company's content, head to: contentools.com/blog

Access the transcript on our blog at https://voicesofcx.com/customer-centricity-inside-startups-emilia-chagas/?utm_source=soundcloud&utm_medium=description														

Follow Emilia Chagas
LinkedIn: www.linkedin.com/in/emiliachagas/
Twitter: @emilia_chagas

Customer Experience Ebooks: www.worthix.com/resource-page
Customer Experience Blog: blog.worthix.com
Worthix's Artificial Intelligent CX Survey: www.worthix.com

Emilia Chagas - Customer Centricity in Startups - S1E3

Former FICO CEO and Research Fellow, Larry Rosenberger and, Guilherme Cerqueira CEO of Worthix, took the stage together at FICO World 2018, where they addressed a packed house, requiring an “encore” session.

In this special podcast episode recorded at the Fontainebleau Hotel in Miami Beach, the two of them sit down after the event to discuss the evolution of data science, optimizing decisions, prescriptive analytics, and the four pillars of behavior analytics and the impact on customer decision making.

Access the transcript on our blog at https://voicesofcx.com/the-four-pillars-of-behavior-analytics-larry-rosenberger/?utm_source=soundcloud&utm_medium=description														

Follow Larry Rosenberger
LinkedIn: linkedin.com/in/larryrosenberger/

Customer Experience Ebooks: www.worthix.com/resource-page
Customer Experience Blog: blog.worthix.com
Worthix's Artificial Intelligent CX Survey: www.worthix.com

Follow Guilherme Cerqueira
LinkedIn: linkedin.com/in/guicerqueira/
Twitter: twitter.com/guicerqueira

Follow Crystal Garrett
LinkedIn: www.linkedin.com/in/crystlike1/

Larry Rosenberger - The Four Pillars of Behavior Analytics - S1E4

Adobe’s Principal Analyst of Digital Insights, Tamara Gaffney, talks about The Experience Index and its focus on measuring consumer expectation and business impact of the experience-led business and future trends. She also shares information on Adobe’s new Experience League.

Tamara heads up a new program at Adobe which is focused on measuring consumer expectations and business impact of the experience-led business. She also uses her long history in the technology industry and ability to interpret big data analysis coming from the Adobe Experience Cloud to identify key trends. In her current role she is frequently quoted on television, radio and in thousands of press articles where she has established a track record of accurately predicting the future of digital experiences.

Access the transcript on our blog at https://voicesofcx.com/how-adobe-is-shaping-customer-experience-tamara-gaffney/?utm_source=soundcloud&utm_medium=description													

Follow Tamara Gaffney
LinkedIn: linkedin.com/in/tamaragaffney/
Twitter: @tamarag
Helpful links:
https://theblog.adobe.com/adobe-summit-helping-make-experience-business/
https://www.forbes.com/sites/blakemorgan/2018/03/20/7-lessons-learned-from-adobes-new-customer-experience-index/
https://www.youtube.com/watch?v=EMBxlrU5LGM
https://blogs.wsj.com/cio/2018/04/20/customer-experience-is-the-key-competitive-differentiator-in-the-digital-age/
http://exploreadobe.com/experience-index-survey/

Customer Experience Ebooks: www.worthix.com/resource-page
Customer Experience Blog: blog.worthix.com
Worthix's Artificial Intelligent CX Survey: www.worthix.com

Follow Mary Drumond
LinkedIn: linkedin.com/in/marydrumond/
Twitter: @drumondmary

Tamara Gaffney - How Adobe is Shaping Customer Experience - S1E5

Hear from marketing trailblazer, Peter Fader, Professor of Marketing at The Wharton School of University of Pennsylvania and author of Customer Centricity, share why not all customers deserve the same attention. He will discuss the real meaning of customer centricity and how companies can profit more by focusing on the right customers at the right time to get the right results.

Access the transcript on our blog at https://voicesofcx.com/when-customers-dont-matter-peter-fader/?utm_source=soundcloud&utm_medium=description													

Follow Peter Fader
LinkedIn: linkedin.com/in/peterfader/

Customer Experience Ebooks: www.worthix.com/resource-page
Customer Experience Blog: blog.worthix.com
Worthix's Artificial Intelligent CX Survey: www.worthix.com

Follow Guilherme Cerqueira
LinkedIn: linkedin.com/in/guicerqueira/
Twitter: twitter.com/guicerqueira

Follow Mary Drumond
LinkedIn: linkedin.com/in/marydrumond/
Twitter: @drumondmary

Peter Fader - When Customers Don’t Matter - S1E6

Rachael McBrearty, a customer experience executive and pioneer in the use of digital, IOT and analytics, talks with Voices of Customer Experience about Evolving the Customer Experience. As the former Chief Creative at Cisco, she shares her years of insights and expertise in developing customer strategies, designing brand enhancing experiences and leading organizational transformation that drives growth above industry standards.

Access the transcript on our blog at https://voicesofcx.com/designing-a-customer-experience-system-rachael-mcbrearty/?utm_source=soundcloud&utm_medium=description													

Follow Rachael McBrearty
LinkedIn: linkedin.com/in/rachaelmcbrearty/
Twitter: @RachaelMcB

Customer Experience Ebooks: www.worthix.com/resource-page
Customer Experience Blog: blog.worthix.com
Worthix's Artificial Intelligent CX Survey: www.worthix.com

Follow Mary Drumond
LinkedIn: linkedin.com/in/marydrumond/
Twitter: @drumondmary

Rachael McBrearty - Designing a Customer Experience System - S1E7

A fan favorite and the CX Rockstar himself, James Dodkins joins us for another round. For those who don’t know him, James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'. 
He recently wrapped up the ACXS, a program for training and certifying accredited Customer Experience Specialists.

Access the transcript on our blog at https://voicesofcx.com/the-cx-rockstars-return-tour-james-dodkins/?utm_source=soundcloud&utm_medium=description															

Follow Worthix on LinkedIn 
Follow Worthix on Twitter: @worthix

Follow Mary Drumond on LinkedIn 
Follow Mary Drumond on Twitter: @drumondmary

Follow James Dodkins on LinkedIn
Follow James Dodkins on Twitter: @JDODKINS

Find about more on James Dodkins on his website: https://www.jamesdodkins.com/

Learn more about the ACXS here:
https://www.acxstraining.com/

James Dodkins - The CX Rockstar's Return Tour - S5E1

Voices of CX is a Customer Experience podcast hosted by Mary Drumond where she interviews top marketers, industry experts, thought leaders, and academics on how their markets overlap with CX.

The topics of this podcast focus on technological innovations in data science, market research and surveys; behavioral analytics and design; the implementation of Artificial Intelligence for marketing platforms, and how all these factors are revolutionizing the way companies dialogue and deliver memorable experiences to their customers.

Making Qualitative CX Data Practical and Scalable: Alex Genov - S10E2

Voices of CX by Worthix