An eight-step discovery process to help master the customer experience - Interview with Edwin Margulies of Nextiva

Today’s podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins me today to talk about his new book, Mastering the Customer Experience, why it was over twenty-five years in the making, the eight-step discovery model at its heart and how it can help companies execute and deliver better experience outcomes. This interview follows on from my recent interview – Pandemic maths and measuring all of marketing – Interview with Gregory Kennedy of Alembic Technologies – and is number 525 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.