Catch up with the CX Innovator Podcast

In the latter half of 2023 Networld Media Group launched a podcast all about customer experience. In case you missed the first few recordings we want to help readers catch up on the great talks and insight over the holiday break.

Here's the rundown.

Wayfair VP talks retail AI trends, challenges

Judy Mottl, editor of Retail Customer Experience and Rewards That Matter, talks with Sanjeev Singh Sahni, a VP and global head of Wayfair Professional and B2C sales, about Wayfair's AI innovations and how the brand is using the technology to enhance customer experienceas well as its supply chain.

As Sahni shares in the podcast, "it's a very exciting time for AI and AI in retail."

How can banks improve customer communication?

Bradley Cooper, editor of ATM Marketplace, and Mack Turner, president and owner of Mack Turner Consulting and Insights, discuss how banks are approaching communication and the traditional approach of delivering top-down messaging. But is this the most effective way to communicate?

During the podcast, Turner and Cooper look at this topic from a variety of angles including:
• What ways are banks effectively communicating with customers?
• What areas do they need to improve?
• What role does the local branch play?
• With the push towards digital communication, are rural markets being underserved?
• How can banks improve customer loyalty?
• What are some examples of banks that are delivering great communication?

Continuing challenges of office coffee service

Elliot Maras, editor of Kiosk Marketplace and Vending Times, chats with Charlie Ray of Ray Coffee Service who explains what's popular with customers today may not be tomorrow, and how the need for new products and equipment never goes away.

To survive in a rapidly changing marketplace, operators have to know what products customers want and what equipment will best deliver it.