พอดคาสท์ Experience Management ชั้นนำ (2024)

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ENCORE: Innovation and Inspiration for Facility Management, CRE, and Workplace Leaders with Kay Sargent, Geoff Snavely, and Sarah Sims, CWP 52:23

2d ago52:23

52:23

One of the highlights of 2024 was creating a full video podcast with Kay Sargent of HOK, Geoff Snavely of MilliCare, and Sarah Sims, CWP of Earthjustice to celebrate our 300th episode! Recorded and filmed at the HOK offices in Washington, DC, the panel discusses the evolution of the FM industry, changing cultures and the need for flexibility, all w…

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#129 Zielgruppen richtig verstehen. Die Initiative 50+. Ines Imdahl (rheingold salon) bei Peter Pirner 34:19

3d ago34:19

34:19

Ines Imdahl (rheingold salon) im Gespräch mit Peter Pirner Unternehmen brauchen Zielgruppen. Warum? Weil man mit einer vagen Idee „irgendeiner wird’s schon aus irgendeinem Grund kaufen“ noch nie längere Zeit erfolgreich sein konnte als Unternehmen. Und deshalb steht in jedem anständigen Business Case, welche potenziellen Kunden die eigene Zielgrupp…

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Ep. 330: “A Curious Nerd” – Data Governance, AI, and Embracing FM Innovation with Drew DePriest, MCR.w, WELL AP of McKesson 22:11

9d ago22:11

22:11

Drew DePriest, MCR.w, WELL AP is Director of Real Estate Operations Technology at McKesson where he is passionate about innovating in the built environment using the latest CRE, facility management, and autonomous building strategies. Mike Petrusky asks Drew about the rapid pace of change in technology and the workplace and how he keeps up by engag…

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Ep. 329: “Understanding Occupier Sentiment” – Exploring the Research into Office and Real Estate Trends with Julie Whelan of CBRE 22:33

16d ago22:33

22:33

Julie Whelan is SVP and Global Head of Occupier Thought Leadership at CBRE where she is passionate about identifying market trends impacting the occupier in the office and industrial space. She is lead author of CBRE’s 2024 Americas Office Occupier Sentiment Survey which provides insights from 225 corporate real estate executives. Mike Petrusky ask…

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#128 Wie KI Kundenfeedbacksysteme (VoC) verändert. Svenja Niemeyer & Martin Meyer-Gossner (Qualtrics) bei Peter PIrner 40:33

17d ago40:33

40:33

Svenja Niemeyer & Martin Meyer-Gossner von Qualtrics im Gespräch mit Peter Pirner Es gibt mittlerweile unzählige Technologieplattformen, die Kundenfeeback erheben, analysieren und im Unternehmen bereitstellen. Nicht alle Anbieter sind in den DACH-Märkten spürbar unterwegs. Einige haben sich aber auch dank großer und kompetenter Vertriebsmannschafte…

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Ep. 328: “A Digital Infrastructure” – Building Technologies & Smarter Workspaces for Optimizing Human Health with Erin McDannald of Elevated 21:56

23d ago21:56

21:56

Erin McDannald is CEO at Lighting Environments, Environments by LE and Powered by Elevated where she envisions a world where technology seamlessly enriches lives by providing the end user with an amazing digital experience that focuses on health, wellness, communication, and building controls. Mike Petrusky ask Erin her perspectives on the workplac…

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Ep. 327: “Ask Questions” – Building Resilient Organizations by Preparing for Change with Jim Frawley of Bellwether 23:49

1M ago23:49

23:49

Jim Frawley is an Executive Development Consultant and Coach who is passionate about building resilient organizations by helping people plan for and respond to change. He is a Ted Talk speaker, author of “Adapting In Motion: Finding Your Place In The New Economy” and Host of the “Jim's Take Podcast”. Mike Petrusky ask Jim his perspectives on how th…

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#127 CX Kennzahlen nutzen - aber richtig! Maxie Schmidt (Forrester) bei Peter Pirner 39:26

1M ago39:26

39:26

Maxie Schmidt (VP und Principal Analyst bei Forrester) im Gespräch mit Peter Pirner In mehr als 25 Jahren forschungsgestützter CX Beratung habe ich mich immer wieder mit Kunden darüber unterhalten, wie man CX am besten misst. Die letzten 10 Jahre war eine Kennzahl fast immer von Außen oder über das Board bereits gesetzt – der NPS. Die Entscheidung …

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ENCORE: “Radical Change in Facility Management” with Lena Thompson, Kay Sargent, Mayra Portalatin, and Geoff Snavely 27:25

1M ago27:25

27:25

Did you miss our session at IFMA’s World Workplace 2024 in San Antonio, TX? We discussed “Radical Change in Facility Management: Lean In or Be Left Behind” and prepared the audience for the new frontier of the built environment. We must all be leaders who are not afraid to upskill, leverage tech, and “be comfortable being uncomfortable”. As we navi…

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Ep. 326: “It’s A Lot of Fun” – Engaging Our Community of Facility Management Young Professionals with Allecia Mcdonald of Cushman & Wakefield & IFMA MSP 22:08

1M ago22:08

22:08

Allecia Mcdonald is a Facilities Senior Manager at Cushman & Wakefield and current President of the IFMA Minneapolis/St. Paul Chapter where she volunteers because of her “love for all things related to buildings”. Mike Petrusky asks Allecia about her career journey in facilities management, the impact of the IFMA community, the future of the workpl…

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#126 So wird die Customer Experience bei XXXLutz optimiert. Christina Böchheimer bei Peter Pirner 28:55

1M ago28:55

28:55

Christina Böchheimer (Area Lead, VP Customer Experience, XXXLutz Group) im Gespräch mit Peter Pirner Es gibt viele Marken, die wir zwar aus der Werbung kennen, bei denen wir uns aber oft nicht so richtig vorstellen können, was eigentlich dahintersteckt. XXXLutz ist für mich persönlich so eine Marke. Als ich dann mit Christina Böchheimer über Linked…

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Ep. 325: “Try New Things” – How Innovative Design Supports Health and Wellbeing in the Workplace with Jessica Cooper, Francisco Lasta, OTR/L, Assoc. AIA, and Katie Sargent of Work Design Magazine 21:33

2M ago21:33

21:33

Jessica Cooper is Chief Product Officer at International WELL Building Institute (IWBI), Francisco Lasta, OTR/L, Assoc. AIA is an Occupational Therapist leading the Inclusive Design team at the architecture firm Muller2, and Katie Sargent is Integrated Marketing Manager at Work Design Magazine. This panel joined Mike Petrusky for a live broadcast r…

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Ep. 324: “Prioritize Well-being” – Data-Driven Solutions for Improving Workplace Experience with Bryan Berthold of Cushman & Wakefield 21:32

2M ago21:32

21:32

Bryan Berthold is Global Lead of Workplace Experience at Cushman & Wakefield where he is passionate about transforming workplace experiences using data-driven solutions. Mike Petrusky ask Bryan to share the latest research and insights his team has discovered related to the importance of well-being in the workplace and how facility management and c…

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#125 Next Level Customer Journey Orchestration mit Kundenfeedback (VoC). André Mayer (Medallia) bei Peter Pirner 30:34

2M ago30:34

30:34

André Mayer (Medallia) im Gespräch mit Peter Pirner Customer Journey Orchestrierung finde ich schon seit Jahren sehr spannend. Vielleicht auch gerade deshalb, weil es lange Zeit ein ziemliches Orchideenthema war. Das Sahnehäubchen sozusagen. Während die meisten sich zäh und aufopferungsvoll durch eine Customer Journey Mapping Welle nach der nächste…

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Ep. 323: “Create a Magic Moment” – Innovative Guest Services and Facility Management Strategies with Bianca Angelico of On Verve 20:09

2M ago20:09

20:09

Bianca Angelico is Director and “Chief DayMaker” at On Verve, an innovative guest services company, where she is passionate about leading her team and creating thriving workplaces. Mike Petrusky asks Bianca about her background in the facility management industry, current philosophy when caring for people in the workplace, and why one size does not…

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Ep. 322: “The New World of Work” – Mindfulness and Bringing Humanity to the Workplace with Sean Tolram of HSBC and My Trained Mind 20:55

2M ago20:55

20:55

Sean Tolram is Mindfulness Programme Manager at HSBC and Founder of My Trained Mind where he is passionate about helping professionals build happy, healthy, and successful careers. Mike Petrusky asks Sean about his journey into mindfulness and why he believes that the modern workplace needs to focus on humanity if we hope to create thriving organiz…

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#124 So optimiert die Versicherungskammer Bayern die Customer Experience. Frank Pöhlmann bei Peter Pirner 36:19

2M ago36:19

36:19

Frank Pöhlmann (Versicherungskammer Bayern) im Gespräch mit Peter Pirner Gerade in der DACH Region erlebe ich, dass sehr viele Versicherungen aktiv an der Customer Experience der Versicherungsnehmer arbeiten. Mit ganz speziellen Ansätzen, wie man allein auf CX-Talks feststellen kann. Heute beschäftigen wir uns mit dem CX-Lab der Versicherungskammer…

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Ep. 321: “A Different Way of Working” – Launching the World’s First Neighborhood Work Club with Kayla Gottschalk, SFP, FMG of Switchyards 20:20

3M ago20:20

20:20

Kayla Gottschalk, SFP, FMG is Launch Lead at Switchyards, the world’s first neighborhood work club, where she is a passionate advocator within the built environment who believes the physical space truly enhances the experience. Mike Petrusky asks Kayla about her FM and workplace career journey as a young professional who entered the field on a miss…

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Ep. 320: “Radical Change in FM” – IFMA’s World Workplace 2024 Preview with Lena Thompson, Kay Sargent, Mayra Portalatin, and Geoff Snavely 27:25

3M ago27:25

27:25

Lena Thompson, IFMA Fellow, FMP, SFP serves on the IFMA Global Board of Directors, Kay Sargent, FASID, FIIDA, CID, LEED® AP, MCR/w, WELL AP is Senior Principal & Director of Thought Leadership, Interiors at HOK, Mayra Portalatin, SFP, LEED AP is Vice President of Facilities Services at NVE, Inc., and Geoff Snavely, LEED AP is Vice President & Gener…

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#123 Die Rolle von KI beim Aufbau zukunftssicherer CRM Systeme. Sergej Plovs bei Peter Pirner 40:00

3M ago40:00

40:00

Sergej Plovs (Managing Director Vision 11) im Gespräch mit Peter PIrner Das Thema KI liegt bedeutungsschwanger eigentlich über jedem neuen Angebot oder Softwarepaket, sei es im Customer Experience Management, im Marketing Tech oder im Customer Relationship Management. Da wird viel versprochen, viel gehofft und nicht selten krachend aneinander vorbe…

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Ep. 319: “It’s About Being Open” – Transformation and Design in Our Evolving Work System with Swapna Sathyan of CannonDesign 20:59

3M ago20:59

20:59

Swapna Sathyan is Board Chair at CannonDesign, Principal and Director at Blue Cottage of CannonDesign where she is passionate about helping clients envision the future and transform their organizations to achieve that vision. Mike Petrusky ask Swapna about her perspectives on the work of work today and how embracing change and viewing the workplace…

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Ep. 318: “Support the Workplace” – Design and Communication Strategies for the Future of Work with Esme Banks Marr of BVN Architecture 23:29

3M ago23:29

23:29

Esme Banks Marr is Strategy Director at BVN Architecture in London where she is passionate about interpreting and translating data into shareable and actionable insights, internal and external communications to support change and applied research. Mike Petrusky asks Esme about her career journey in the world of FM and the built environment, and the…

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#122 Bots, Reviews, Social Media. Der Wandel des Customer Service bei Gardena. Markus Kräutle bei Peter Pirner 29:39

3M ago29:39

29:39

Markus Kräutle (Leiter Global Customer Service, Gardena) im Gespräch mit Peter Pirner Es gibt ja wirklich ikonische Marken aus Deutschland. Mercedes, Adidas, Hilti, um nur einige zu nennen. Manche dieser Marken sind in Nischen tätig, diese können sehr attraktiv sein. Der Gartenmarkt zum Beispiel. Laut Statista war im Jahr 2022 Gärntern die beliebte…

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Ep. 317: “Let’s Do It Together” – Workplace Experience and Facility Management Leadership with Lauren Puff 23:30

4M ago23:30

23:30

Lauren Puff, CPCC is a Global Workplace Experience Leader who is passionate about driving growth, operational excellence, and employee engagement. Mike Petrusky asks Lauren about her career journey in the world of facility management, operations, and workplace for several well-known tech companies and they discuss the importance of leadership in or…

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Ep. 316: “Small Changes Can Add Up To Something Big” – Culture, Change Management and the Employee Experience with Nick Lynn, PhD of WTW 21:41

4M ago21:41

21:41

Nick Lynn, PhD is Senior Director of Employee Experience and Engagement at WTW, a global professional services firm, where he is passionate about using EX insights to solve business problems, such as simplifying the way people work and encouraging collaboration and innovation. Mike Petrusky asks Nick about the current world of the workplace and how…

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#121 Emotionen im Customer Experience Management. Susanne O`Gorman bei Peter Pirner 33:23

4M ago33:23

33:23

Prof. Susanne O`Gorman (IU-International University of Applied Science) im Gespräch mit Peter Pirner Zu Gast ist Prof. Dr. Susanne O’Gorman, Professorin für Marketing mit Schwerpunkt Customer Centricity an der IU, der International University of Applied Sciences. Episoden Highlights: Bedeutung von Emotionen im CX Management: Emotionen haben einen e…

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#120 Die Dankbarkeitsstrategie. Eine zeitgemäße Lösung für Loyalitätsprobleme? Ein CX-Talks Impuls mit Peter Pirner 11:08

4M ago11:08

11:08

Ein CX-Talks Impuls mit Peter PIrner Ich habe im Urlaub einen alten Artikel aus der Harvard Businessreview ausgegraben, der mir mein Denkmuster ein wenig durcheinandergerüttelt hatte. Deshalb habe ich diese Kurzfolge prodzuziert. Und darin geht es um…Die Dankbarkeitsstrategie – eine zeitgemäße Antwort auf Loyalitätsprobleme? Den ganzen Artikel, der…

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Ep. 315: “We Have Enough Data” – Smart Buildings and the Science of Improving our Workspaces with Dr. Elizabeth C. Nelson of Smart Building Collective 21:54

4M ago21:54

21:54

Dr. Elizabeth C. Nelson is Co-Founder and Head of Innovation & Content at Smart Building Collective and author of “The Healthy Office Revolution” with a PhD in biomedical engineering that focuses on our complex relationship with technology and a better way of living and working. Mike Petrusky asks Elizabeth about her research into how leaders can c…

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Ep. 314: “The State of the Circular Workplace” – Exploring the Value of Circularity in Facility Management with Trevor Langdon of Green Standards 22:24

4M ago22:24

22:24

Trevor Langdon is CEO at Green Standards, a global workplace decommissioning firm that measures and maximizes environmental, social, and governance (ESG) value. Mike Petrusky asks Trevor about the importance of understanding the circular economy in workplaces and the significant role facility managers play in reaching sustainability goals. They dis…

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#119 Workflow Managemet im Customer Service und wie man es mit KI optimiert. Carsten Hust (ServiceNow) bei Peter Pirner 33:52

4M ago33:52

33:52

Carsten Hust (Senior Consulting Manager, ServiceNow) im Gespräch mit Peter Pirner n der neuesten Episode von CX-Docs ist Carsten Hust, Solution Consulting Manager bei ServiceNow, zu Gast. Carsten gibt Einblicke in seine 15-jährige Karriere im technischen Workflow Management und erläutert seine Rolle bei ServiceNow, wo er für Customer Industry Workf…

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Ep. 313: “Workspace Made Easy” – Demystifying the Workplace and Creating Fantastic Work Environments with Kursty Groves Knight of Shape Work Life 24:05

5M ago24:05

24:05

Kursty Groves Knight is an Author, Speaker and Workplace Innovation Consultant at Shape Work Life where she is passionate about inspiring people to make inspiring spaces for inspiring work. Recorded in London, Mike Petrusky asks Kursty about her new book, co-authored by past guest Neil Usher, called “Workspace Made Easy – A Clear and Practical Guid…

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