A Vision of CX Mastery
The vision of the Synergistic CX Podcast is to promote customer experience excellence through collaborative and community-driven innovation. It aims to be a space where CX professionals converge to exchange ideas and share best practices.
At the heart of the podcast vision lies the belief that understanding and mastering the customer experience is key to propelling any business to great success. The podcast aspires to explore the depths of customer experience from multiple angles, utilizing a blend of subjective, objective, and supplemental measurement methodologies.
The podcast's mission is to create a synergistic ecosystem that leverages the power of collective intelligence, empowering CX professionals, practitioners, and enthusiasts to drive the industry forward and shape the future of customer experience.
Meet the Hosts
Erik Brooks
Vice President of Research Metrics, with a rich legacy of over 25 years in the CX industry and 40 years in technology, he brings unparalleled experience and expertise to every podcast episode.
Emil Tsankov
Co-founder and CEO of Research Metrics, Emil Tsankov, infuses the podcast with his unique blend of technology and customer experience management, especially his insights into AI's expanding role in CX.
Cristiani Oliveira
Cristiani Oliveira, the CX Strategy Ambassador at Research Metrics, enriches the discussions with over 30 years of global CX insight, drawing from her extensive background in CX strategy and implementation.
The Listening Experience: Your Guide to Our Episodes
The Industry Case Studies
Each episode from the Synergistic CX podcast will cover different industry studies, performed exclusively for the CX Channel. The studies utilize aspect-based analysis of a great number of online reviews and ratings collected from platforms such as Yelp, Google, and others. The data is summarized and broken down into different geographical areas, to outline trends and customer behaviors on both a global and local scale. Drawing from these rich datasets, the podcast will provide listeners with a nuanced understanding of how different cultures and regions impact CX perceptions and expectations.
The CX Experts Insights
In addition, the episodes will also feature expert commentary and discussion on the implications of the findings. Leaders in the CX field along with the core team will offer their insights on how businesses can leverage the data to improve their customer experience offerings. Through these dialogues, the podcast aspires to provide actionable advice and strategies that listeners can implement within their organizations to stay ahead of the curve in the dynamic world of customer experience.
The Synergistic CX Concept
Furthermore, a recurring theme in each episode will be the exploration of the Synergistic CX concept — a philosophy that advocates for a holistic approach to understanding and improving customer experience. This concept is rooted in the integration of subjective and objective metrics, along with supplemental data, to form a multi-faceted perspective of CX. The podcast aims to demystify the synergy between various methodologies and techniques, illustrating how their integrated application can foster a more profound understanding and mastery of customer experience.
Watch the full Inaugural Episode by following the link below:
Great project, looking forward to what 's coming next!