Customer Behavior

Voices of CX - Season 1

Understand the how's and why's of your customer's behavior through qualitative research. Ilana Drucker of Scorpio Research explains how it's done.

Life Science Marketing Radio

Using Qualitative Research to Understand Your Customer

Joe Pine was the voice calling out about the coming of the experience economy long before it hit. His book, "The Experience Economy", written in 1998 helped lay the foundation of what is today's Customer Experience. Pine is a world renown thought leader in business, author, internationally acclaimed speaker, management advisor to Fortune 500 companies and entrepreneurial start-ups, and cofounder of Strategic Horizons.

In this episode, he speaks to podcast host Crystal Garrett and guest-host and Worthix CEO, Guilherme Cerqueira about what comes AFTER the experience. He also discusses staging distinctive experiences, the gap of perceptions versus authenticity, companies identifying time well spent versus time well saved, and taking advantage of digitization. He advises on “customering” and transforming your customers to help them meet their aspirations.

Access the transcript on our blog at https://voicesofcx.com/whats-next-in-customer-experience-joe-pine/?utm_source=soundcloud&utm_medium=description														

Follow Joe Pine
LinkedIn: https://www.linkedin.com/in/joepine/
Twitter: @joepine

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

Joe Pine - What's Next in Customer Experience - S1E1

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

Nate Brown is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.  From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.  

Access the transcript on our blog at https://voicesofcx.com/making-customer-feedback-matter-nate-brown/?utm_source=soundcloud&utm_medium=description

Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/
Follow Worthix on Twitter: @worthix

Follow Nate Brown on LinkedIn: https://www.linkedin.com/in/cxaccelerator/
Follow Nate Brown on Twitter: @CustomerIsFirst

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

Nate Brown - Making Customer Feedback Matter - S2E15

Sidney Evans is an international expert and thought leader in branding and communications. He has published numerous articles in such publications as Branding Magazine, Forbes, and Oracle Marketing Cloud.

Sidney is a pragmatic strategist and expert communicator. He helps people develop and communicate their unique brand through clear messaging and by implementing sound strategy. Sidney Evans was selected to join the Forbes Councils, whose members are hand-selected, to become part of a curated network of successful peers and publish thought leadership articles. Most recently, he was asked to contribute to the Oracle Marketing Cloud blog.
Sidney is a senior columnist and moderator of the "C-Suite" for Branding Magazine. 

Globally focused, Sidney helped mentor start-ups and young entrepreneurs in Stockholm for "Start-Up Stockholm Weekend" powered by Google for entrepreneurs. Sidney was also a featured speaker for the "Personal Branding Day" conference that was broadcast internationally from Poland. Currently, he is completing his first book on personal branding, "How To Build A Powerful Personal Brand".

Access the transcript on our blog at https://voicesofcx.com/helping-brands-deliver-robust-cx-sidney-evans/?utm_source=soundcloud&utm_medium=description															

Follow Worthix on LinkedIn: www.linkedin.com/company/worthix/
Follow Worthix on Twitter: @worthix

Follow Sidney Evans on LinkedIn: www.linkedin.com/in/sidneyevansmba/
Follow Sidney Evans on Twitter: @sydinc

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

Sidney Evans - Helping Brands Deliver Robust CX - S2E20

Dan is a marketing and customer experience executive who has consistently focused on delighting customers. He is also a keynote speaker, author, and podcaster. His career has spanned multiple disciplines including marketing, customer experience, social media, and customer service. He currently works at "Winning at Social" and has previously held leadership roles at several major brands, including McDonald’s, Humana, and Discover.

Access the transcript on our blog at https://voicesofcx.com/why-your-social-media-strategy-needs-cx-dan-gingiss/?utm_source=soundcloud&utm_medium=description													

Follow Worthix on LinkedIn: www.linkedin.com/company/worthix/
Follow Worthix on Twitter: @worthix

Follow Dan Gingiss on LinkedIn: www.linkedin.com/in/dangingiss/
Follow Dan Gingiss on Twitter: @dangingiss

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

Dan Gingiss - Why Your CX Strategy Needs Social Media - S2E23

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.

Larry Rosenberger - The Four Pillars of Behavior Analytics - S1E4

Voices of CX by Worthix