Episode 12 | CX Delivered: Insights from Food Delivery Apps

In the competitive world of food delivery apps, a data-driven customer experience is essential to stand out and build customer loyalty. By leveraging customer data and insights, food delivery companies can ensure they deliver exactly what their customers need at the right time.

In this episode, Dan Gingiss explores how companies like Uber Eats and DoorDash use data to connect customer preferences, address key challenges, and identify trends in real-time to enhance the overall customer experience. Join our guest speaker Unnati Silverman Dass, Director, of Strategy & Operations at a major food delivery app, as we discuss data's power in revolutionizing how customers interact with food delivery services.

Key Topics Discussed: 

• Utilizing customer data to make informed decisions for better customer experience (CX).
• Harnessing data and customer insights to tackle key challenges in the food delivery app industry.
• Identifying and leveraging key trends and patterns in real-time through data analysis.

Episode 10 | CX Inspiration from the Salon and Spa Industry

Delivering an exceptional customer experience is crucial for the success of any industry. To accomplish this, it is essential to carefully design the entire customer journey. In Salon & Spas, this involves understanding your target audience, streamlining the booking processes, personalizing services, and implementing loyalty programs.

Join us on our talk show, where we'll dive deep into the relaxing waters of customer insights from the Salon & Spa industry

Our fantastic host, Dan Gingiss, will guide you through an unforgettable discussion with the incredible Charlotte (Hogg) Prescott, Director of Spa & Fitness at Fisher Island Club and the International SPA Association. Together, they'll unveil the mysteries of customer feedback and reveal the key ingredients for a truly satisfying experience.

Our talk show will delve into customer reviews, unearthing hidden patterns, identifying common complaints, and uncovering praises. We will not only highlight these valuable insights but also offer practical strategies to improve that will leave your customers feeling pampered and valued.

Key Topics Discussed: 

• Areas of Delight: The top factors crucial for a satisfactory guest experience
• Areas of Poor Experience: Uncover pain points and areas of improvement
• Root Causes: Investigating the underlying reasons behind poor guest experiences

Takeaways: Quick wins that can be applied to any industry

Episode 08 | Design Your Brand for a Customer Experience First Future: Lessons from the Hotel Industry

Brands focus on creating a Customer Experience First future. Identifying micro-moments where hidden pain points exist can help brands grow their business and create a delightful customer experience by identifying value drivers.

Clootrack’s latest report, based on 35k guest reviews from 29 luxury hotels in the US, delves into how data-driven analysis can identify micro-moments that identify consumer delight and concerns.

Dan Gingiss speaks to Jeff Zidell, a global leader who has worked with leading companies such as Hyatt, Google, American Airlines, and KPMG, to discuss some of the key micro-moments from this report. Although the insights are from the hospitality industry, the process and best practices we discuss can be applied to customer feedback analytics in any business.

Key Topics Discussed:

•  Identify the areas of delight- top 3 “basics” that remain critical to a satisfactory guest experience.
• Identify areas of poor experience - where are customers showing frustration?
• Tracing problems back to their root causes - investigate the ‘why’ behind the experience.
• Takeaways - specific action items, including quick wins and larger issues.

Special Episode | CX Experts Reveal How They Proved The ROI of CX Investments

Brilliant real-life examples of how CX Professionals have succeeded in linking CX investments to business outcomes

CX leaders work tirelessly to create exceptional customer experiences that drive loyalty and revenue. However, many struggle to attract a budget in this area as it's difficult to show the returns on their investments.

Studies have attempted to quantify the Return On Investment (ROI) and the business impact of improving CX. But in many cases, the results are theoretical and cannot be quantified.

That's why we're excited to bring 20 real-life examples from our latest Global CX ROI study, where CX leaders have successfully proved the value of their CX investments.

In this panel discussion, Dan Gingiss speaks to Shweta Srivastava, Chief Customer Experience Officer at Tata CLiQ, and Susanna Baque, Senior Director of Global Customer Experience at SCIEX, who share real-world examples of how they demonstrated the ROI of CX.

So, if you're a CX leader looking to drive positive change in your organization, register to listen to the greatest CX leaders share their stories.

Key Takeaways:

• 2 great CX leaders share their experiences on how they proved the ROI of CX initiatives
• A 70-page CX ROI report with 20 real-life examples from CX leaders
• 8 incredible takeaways that any company can instantly apply and benefit from their CX programs

Episode 05 | What CX Moments In Energy Drinks Category Can Teach Any Brand

- Understand the "Why" behind Customer Experience in the Energy Drinks Industry

You might be the fastest-growing entrant in the energy drinks category or an established brand looking for your next big hit, extracting the value out of your customer experience data is a critical step in driving growth for any industry.In this episode, Dan Gingiss speaks to Hagen Panton, VP of Global Sales Capability, who has been with Nutrabolt for over a decade, to discuss changing consumer preferences in the energy drink industry.

Key Takeaways:

• Positive customer experience that helps to cut through the noise
• Challenges around successful customer experience
• 3 specific tips on customer experience to focus on moments that matter

Episode 03 | Owning The End-To-End Customer Experience in Chocolate Industry

- Understand the "Why" behind Customer Experience in the Chocolate Industry

Customer experience is essentially shaped by several factors, some within a brand’s control and some which are not. CX can entirely change the game for everyone, overturning businesses upside down within no time. To avoid interruption, companies need to learn how to manage end-to-end experiences and, as a result, reset business models and business processes.
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In this episode, Dan Gingiss along with the guests, Sarah Tomasaitis, Global Portfolio Insights - Gum and Mints at Mars, and John Kapos, CEO of Perfection Chocolates discuss the most fascinating insights on consumer behavior post covid and the various aspects that could be out of control when it comes to delivering a great CX.

Key Takeaways:

• Top 3 category drivers of the chocolate industry
• 3 aspects that customers are most happy about and why
• Touchpoints that shape a brand experience

Episode 01 | CX Analytics in Beauty & Cosmetics Industry

- Understand the "Why" behind Customer Experience in Beauty & Cosmetics.

In this episode, we’ll be discussing important elements of exceptional customer experience in the beauty industry.
Meet our beauty expert Loren Taylor West, Founder and CEO at CPG Beauty and Beyond. She shares her experience and best practices from the Beauty & Cosmetics industry. Dan and Loren discuss the importance of using consumer insights to gain a deep understanding of your customers.

Key Takeaways:

• Top 5 category drivers in the makeup industry
• Deep dive into the Top 2 categories
• Learn why emerging brands top the brand equity chart