Welcome to Episode 12 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).

On this episode, we welcome Richard Shapiro, the Founder and President of The Center for Client Retention and the author of The Endangered Customer: 8 Steps to Guarantee Repeat Business.  Richard joins Shark and Brooke to discuss:

• Key factors that contribute to customer retention in today's competitive landscape
• Common mistakes or challenges companies face when trying to improve customer retention
• How organizations use customer feedback and data to enhance their customer retention efforts
• Customer churn analysis and strategies to proactively prevent it
• Creating a culture of customer-centricity and empower their employees
• Effective customer retention strategies for industries or sectors with higher churn rates
• and much more!

Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.

Find out more about Brooke Sellas and B Squared Media at HERE.

Welcome to Episode 11 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).

On this episode, Shark and Brooke chat about:

• Identifying the right skills for CX
• Having 'tougher skin' to fix a problem
• Having a recruitment strategy to find the personality and soft skills needed
• Creating the right environment with the right first hire to lead a team
• Finding the right background and mindset for a CX hire
• Our Champion of the Episode
• Our “Karen” of the Episode
• and much more!

Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE. 

Find out more about Brooke Sellas and B Squared Media HERE.

Welcome to Episode 10 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).

On this episode, we welcome Howard Pyle, CEO of XF.works and Founder of ExperienceFutures.org, join Shark and Brooke to discuss:

• Looking at the leadership and how that impacts who owns CX 
• How CX leaders deliver on social impact agendas
• How can CX leaders better understand new technologies including A.I. to improve KPI’s
• and much more!

Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.

Find out more about Brooke Sellas and B Squared Media at HERE.

Welcome to Episode 9 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).

On this episode, Shark and Brooke chat about:

• What do you say other than sorry
• Are actions, solutions, and speed the answer
• Is AI and using a bot the solution
• Moving from ‘I’m sorry’ to ‘I’m going to fix it’
• The packaging won’t work over a solution
• Our Champion of the Episode
• Our “Karen” of the Episode
• and much more!

Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE. 

Find out more about Brooke Sellas and B Squared Media HERE.

"Welcome to Episode 8 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).

On this episode, we welcome Ginger Shimp, Senior Marketing Director at SAP, to discuss how audio is transforming and lifting the Customer Experience.

Shark, Brooke, and Ginger chat about: 

• How adding audio can lift the performance of blogs and white papers 
• How audio has been influencing marketing content
• How audio helps build relationship and trust with customers
• Smart speakers and security issues
• Audio in advertising and how it can be used to target the right audience
• The global aspect of audio for those who don't speak english as a first language
• and much more!

Find out more about strategist and keynote speaker Kenneth ""Shark"" Kinney HERE.

Find out more about Brooke Sellas and B Squared Media HERE .

Welcome to the Episode 7 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).

On this episode, Shark and Brooke chat about:

• Elon Musk and Others Call for Pause on A.I. research citing 'Profound Risks to Society'
• AI generated photos, blogs, and content
• Facebook’s ‘Kustomer Experience’
• Chatbots and applying technologies to converse with customers
• Brooke’s presentation at Social Media Marketing World
• Our Champion of the Episode
• Our “Karen” of the Episode
• and much more!

Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE.

Find out more about Brooke Sellas and B Squared Media HERE.

Welcome to Episode 6 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).

On this episode, we welcome Dan Nestle, the Leader of Communications and Corporate Responsibility at LIXIL Americas, to discuss aligning Employee Experience for a better Customer Experience.

• Sustainability, water efficiency, and communicating purpose to employees all over the world
• Employee experience (EX) as a part of a communications strategy
• Employee engagement and drawing the line between work and play
• EX and how it plays a role in CSR (corporate social responsibility)
• Tailoring messages to a specific target audience – specifically employees
• A Must Tip for EX
• and much more!

Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE. 

Find out more about Brooke Sellas and B Squared Media HERE.

Welcome to Episode 5 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).

On this episode, Shark and Brooke chat about:

• The Importance of Community in CX 
• Customer Success/Help Center Capabilities
• Social Platforms and Influencers
• Growth and Acquisition
• Community-led communities
• Our CX Champion of the Episode
• Our CX "Karen" of the Episode
• and much more!

Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE. 

Find out more about Brooke Sellas and B Squared Media HERE.