#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
The Delighted Customers Podcast with Mark Slatin
Release Date: 07/11/2024
#94: Improving Customer Loyalty through Martech and AI-Powered Solutions
The Delighted Customers Podcast with Mark Slatin
Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. Whether you're a C-suite executive or a marketing professional, this episode will equip you with actionable strategies to deliver exceptional, personalized customer experiences. Here are three pivotal questions Greg answered during our interview: - How can companies...
info_outline
#93: Driving Superior Customer Experience with AI and Digital Transformation
The Delighted Customers Podcast with Mark Slatin
Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud management. 🎧 Check out the latest episode of The Delighted Customers Podcast where Andrew answers these burning questions: 👉 How can businesses seamlessly transition from digital to human interactions to meet customer needs?...
info_outline
#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
The Delighted Customers Podcast with Mark Slatin
Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State University. From exploring the significance of breaking down organizational silos to hiring a chief experience officer, we'll discuss how these strategies can uplift your team's experience and ultimately benefit the customer. ...
info_outline
#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies
The Delighted Customers Podcast with Mark Slatin
The Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact. From the death of traditional buttered “movie theater popcorn” to flip the pyramid when making your point, this episode is loaded with practical insights to help you tell stories that stick. In this episode: 👉 How can transitioning from a...
info_outline
#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture
The Delighted Customers Podcast with Mark Slatin
Ritz Carlton is not just a brand. It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry. 👉 What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today? 👉 The concept of “We are, ladies and gentlemen, serving ladies and...
info_outline
#89: Salesforce’s Approach to Customer Success, AI, & CX
The Delighted Customers Podcast with Mark Slatin
Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology. Here are my 3 key takeaways from our conversation: - **Embrace Technology for Customer Success:** Salesforce is leveraging AI to enhance customer experiences and improve sales; their collaboration with Gucci is a great example. The rise of...
info_outline
#88: How Bilt Uses 3-D Instructions to Enrich Lives
The Delighted Customers Podcast with Mark Slatin
How Bilt Uses 3-D Instructions to Enrich Lives “...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles there, you know, put the kids to bed and -okay, now let's go and assemble this in a bike and a play set and whatever, and expect it to be a very frustrating experience.” Nate Henderson, CEO of Bilt, turned a problem into an opportunity. With millions of users and partnerships with top brands like Apple, Weber, and the United States Air Force,...
info_outline
#87: Empathy-Driven Leadership
The Delighted Customers Podcast with Mark Slatin
CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress. Patty Soltis, CCXP, shares her wisdom from decades of experience leading change in great brands like Neiman Marcus, Lord & Taylor, The Moffitt Cancer Center, and now in her role as a Senior CX Manager at Upwork. In this episode: Leading with Empathy The Role of Emotions in Decision-Making The importance of Detailed and Granular Information Servant Leadership Navigating...
info_outline
#86: The Power of Social Identity on CX with Professor Gary David
The Delighted Customers Podcast with Mark Slatin
Do we make buying decisions as individuals or individuals who are part of a group? The answer may surprise you. Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades. His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers. We discuss how consumers perceptions of their social identities impact their brand loyalty, and ultimately, bottom line results. In this...
info_outline
#85: The Science of Brand Love
The Delighted Customers Podcast with Mark Slatin
The Science of Brand Love What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia’s book, , explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on this topic. His research on dating sites led to an appearance on the Oprah Winfrey show. On this episode of 🎙🎙🎙The Delighted Customers Podcast we explore the science behind “brand love” and strategies companies can use to drive...
info_outlineTransforming Workplace Culture Through Employee Experience
Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State University.
From exploring the significance of breaking down organizational silos to hiring a chief experience officer, we'll discuss how these strategies can uplift your team's experience and ultimately benefit the customer.
Our conversation also examines the pitfalls of disengaged leadership and the misconceptions CEOs often have about the value of HR and employee programs.
Dr. Killian and I will share personal stories, including an eye-opening experience at Starbucks, highlighting the direct link between employee satisfaction and a brand's reputation.
Lastly, we'll tackle the challenges organizations face, from supply chain issues to tech problems and ineffective engagement surveys, and offer actionable advice for leaders navigating these turbulent waters.
James Killian, Ph.D. is Managing Director of Growth & Innovation at HSD Metrics,
leading the category creation of Employee Experience Process Outsourcing (EXPO).
He previously held high-impact global leadership positions at Qualtrics, SAP, IBM,
Hogan Assessment Systems and led several startups to record growth. In his role as
an employee experience leader, Killian consults with highly complex global
customers to help them navigate candidate attraction, employee retention, the
criticality of technology in the future of work and collaboration, the importance of
addressing diversity, equity, inclusion, and belonging at work and other drivers of
employee engagement and experience. He is also a pioneer in "CrossXM" helping
organizations successfully connect their EX and CX programs to make better
data-driven business decisions.
Dr. Killian is also a professor in the Master of Science in Customer Experience Management (MS-CXM) program in the Broad College of Business at Michigan State University, and the author of over 50 published articles, conference presentations, and book chapters on the topics of leadership, assessment, employee engagement, and employee experience. He resides in the
San Francisco Bay Area and is a serious fitness fanatic, foodie, and outdoor
enthusiast.
Resources
The Delighted Customers podcast website:https://www.empoweredcx.com/podcast
Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/
Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company