https://academy.mentorscx.com/courses/module-12-employee-experience-is-customer-experience/watch/the-ex-to-cx-playbook-your-first-90-days 2026-03-20T18:13:13.000Z https://image.mux.com/BwJFk8oH02JwNyZAMPKjoTYamun4Z6HNlehM8Ruxvkk4/thumbnail.jpg?width=1280&height=720 5. The EX-to-CX Playbook: Your First 90 Days Move from theory to action with a 90-day roadmap. Sarah outlines a sprint to identify internal cracks, prioritize fixes, and prove EX ROI. Discover the difference between nice and kind leadership while building a resilient structure where clarity creates a competitive edge. https://stream.mux.com/BwJFk8oH02JwNyZAMPKjoTYamun4Z6HNlehM8Ruxvkk4.m3u8 665 2026-03-14T21:31:07.000Z yes https://academy.mentorscx.com/courses/module-10-qa-evolving-from-policing-to-coaching/watch/qa-insights-that-influence-operations-and-strategy 2026-03-20T18:11:53.000Z https://image.mux.com/1qPhmb6Ia0277iKmXf9aJf8M2qY01sXthec7oJxj9DzAs/thumbnail.jpg?width=1280&height=720 4. QA Insights That Influence Operations and Strategy Your QA data is a window into systemic friction. Giulio reveals how to mine QA gold to influence product roadmaps and reduce churn. Package customer verbatims into strategic cases that turn your quality team into a core business intelligence unit that drives company-wide change. https://stream.mux.com/1qPhmb6Ia0277iKmXf9aJf8M2qY01sXthec7oJxj9DzAs.m3u8 486 2026-03-14T21:21:09.000Z yes https://academy.mentorscx.com/courses/module-6-omnichannel-strategy-that-works/watch/measurement-that-matters-kpis-and-dashboards-for-omnichannel-success 2026-03-20T18:08:28.000Z https://image.mux.com/H01uzRaSrVl1ROCQMPjwwWFgNUHFluU1mqTOgR026BprM/thumbnail.jpg?width=1280&height=720 4. Measurement That Matters: KPIs Dashboards for Omnichannel Success Stop measuring tickets in isolation. Stacy shifts the focus to the holistic journey, introducing KPIs like Channel Switching Rate and Average Resolution Journey Time. Build dashboards that tell stories of revenue impact and loyalty that the C-suite simply cannot afford to ignore. https://stream.mux.com/H01uzRaSrVl1ROCQMPjwwWFgNUHFluU1mqTOgR026BprM.m3u8 426 2026-03-14T20:53:06.000Z yes https://academy.mentorscx.com/courses/module-11-training-and-enablement-for-modern-cx-teams/watch/gamification-and-engagement-in-cx-training 2026-03-20T18:12:24.000Z https://image.mux.com/s3aerpX76dYrl18sfvlvme4Q102pdpxCv4H01lXohy00a8/thumbnail.jpg?width=1280&height=720 3. Gamification and Engagement in CX Training Training shouldnt add to burnout. Robyn reveals how to bring joyful learning to CX via gamification and simulations. Game mechanics lead to 89% higher engagement and 60% higher retention, turning policy updates into a collaborative team sport that builds high-performance habits. https://stream.mux.com/s3aerpX76dYrl18sfvlvme4Q102pdpxCv4H01lXohy00a8.m3u8 352 2026-03-14T21:25:46.000Z yes https://academy.mentorscx.com/courses/module-8-ai-automation-human-touch/watch/measuring-ai-true-impact-on-customer-experience 2026-03-23T11:19:43.000Z https://image.mux.com/4pPKK5UpDDhCOk9RFuGTT6LgYM01Y9Rly2g8KM9o0100XY/thumbnail.jpg?width=1280&height=720 Bonus: Measuring AI’s True Impact on Customer Experience If you only track deflection, you’re flying blind. Filmed with Kenji at the Front office in San Francisco, this session explores a holistic dashboard for AI ROI, from containment quality to long-term CLV impact. Stop chasing vanity numbers and start measuring indicators that prove if automation is helping—or causing silent customer churn. https://stream.mux.com/4pPKK5UpDDhCOk9RFuGTT6LgYM01Y9Rly2g8KM9o0100XY.m3u8 672 2026-03-14T21:01:39.000Z yes https://academy.mentorscx.com/courses/module-9-building-high-performing-cx-teams/watch/culture-first-metrics-second-the-foundation-of-a-cx-team 2026-03-20T18:10:46.000Z https://image.mux.com/EPxa02yUGyMsIt5Hjb7mcPL37IK900CmMTMtV1ppfTkvs/thumbnail.jpg?width=1280&height=720 1. Culture First, Metrics Second: The Foundation of a CX Team A great CX starts before an agent clicks send. Bill Barcellona explains why internal culture predicts external satisfaction. Move past surface perks to build psychological safety where feedback flows and mistakes are pivots, delivering the 3x higher returns of healthy cultures. https://stream.mux.com/EPxa02yUGyMsIt5Hjb7mcPL37IK900CmMTMtV1ppfTkvs.m3u8 380 2026-03-14T21:10:56.000Z yes https://academy.mentorscx.com/courses/module-12-employee-experience-is-customer-experience/watch/why-ex-is-the-starting-point-for-great-cx 2026-03-20T18:12:40.000Z https://image.mux.com/qD015KjV00L0237pPWXi96Thfi21Z1Yu2y5tfB01SEHpZXc/thumbnail.jpg?width=1280&height=720 1. Why EX is the Starting Point for Great CX Great CX is the output of an engaged team. Sarah Caminiti unpacks the Service-Profit Chain, showing how high engagement boosts earnings by 147%. Learn why agent burnout is a top-three threat to your brand and how to treat internal culture as the essential soil for elite service. https://stream.mux.com/qD015KjV00L0237pPWXi96Thfi21Z1Yu2y5tfB01SEHpZXc.m3u8 509 2026-03-14T21:29:46.000Z yes https://academy.mentorscx.com/courses/module-9-building-high-performing-cx-teams/watch/team-structure-and-roles-that-scale 2026-03-20T18:11:03.000Z https://image.mux.com/cR02XB1IofLFTadDMDU4E6PeOAXVlr01fzn5oJcBZ024r00/thumbnail.jpg?width=1280&height=720 3. Team Structure Roles That Scale Flat structures fail as you grow. Bill identifies org inflection points and introduces models like specialized pods and technical tiers. Explore the rise of CXOps and learn how to design a flexible org chart that prioritizes expertise and career goals over any rigid hierarchy. https://stream.mux.com/cR02XB1IofLFTadDMDU4E6PeOAXVlr01fzn5oJcBZ024r00.m3u8 407 2026-03-14T21:11:31.000Z yes https://academy.mentorscx.com/courses/module-10-qa-evolving-from-policing-to-coaching/watch/designing-a-qa-program-that-drives-behavior-change 2026-03-20T18:11:37.000Z https://image.mux.com/slF1GEBmVzjHkhnoLdcXUcjZprP8waeZtOCGRwdErf8/thumbnail.jpg?width=1280&height=720 2. Designing a QA Program That Drives Behavior Change Noise is feedback that doesnt change behavior. Giulio breaks down the modern QA scorecard, focusing on empathy, clarity, and ownership. Implement behavioral anchoring and calibration rituals to ensure your quality standards are consistent, fair, and aligned with your brand voice. https://stream.mux.com/slF1GEBmVzjHkhnoLdcXUcjZprP8waeZtOCGRwdErf8.m3u8 436 2026-03-14T21:20:22.000Z yes https://academy.mentorscx.com/courses/module-6-omnichannel-strategy-that-works/watch/what-customers-actually-expect-from-omnichannel 2026-03-20T18:08:00.000Z https://image.mux.com/iCax7gVXl7SX6zvT15H8P01R500qXYwVx00L1ziVYWq024o/thumbnail.jpg?width=1280&height=720 1. What Customers Actually Expect from Omnichannel 76% of customers expect a consistent experience. Stacy Justino explains why omnichannel isnt a tech problem, but a promise. Avoid breaking trust by passing customers between silos. Learn to maintain context continuity so your customers never have to repeat their issues to you. https://stream.mux.com/iCax7gVXl7SX6zvT15H8P01R500qXYwVx00L1ziVYWq024o.m3u8 390 2026-03-14T18:01:12.000Z yes https://academy.mentorscx.com/courses/module-6-omnichannel-strategy-that-works/watch/smart-channel-strategy-choosing-and-scaling-the-right-mix 2026-03-20T18:08:08.000Z https://image.mux.com/bgzWfEsptQxWslkRATK8RSsIm7b7y6wYW2t61a769Mw/thumbnail.jpg?width=1280&height=720 2. Smart Channel Strategy: Choosing Scaling the Right Mix More channels dont equal better support. Stacy reveals her Task-to-Channel Matching framework to determine which issues belong on voice, chat, or help centers. Use data to build a roadmap that balances customer needs with operational overhead and avoids unnecessary tool complexity. https://stream.mux.com/bgzWfEsptQxWslkRATK8RSsIm7b7y6wYW2t61a769Mw.m3u8 532 2026-03-14T20:52:34.000Z yes https://academy.mentorscx.com/courses/module-9-building-high-performing-cx-teams/watch/coaching-and-qa-as-strategic-growth-tools 2026-03-20T18:10:53.000Z https://image.mux.com/njBiUh8QHCiu00C5wIxF7pYB2Ue02IfGUsd2W7Fp2Gfgs/thumbnail.jpg?width=1280&height=720 2. Coaching QA as Strategic Growth Tools Traditional QA fails when its a punitive check. Bill reframes QA as a collaborative growth lever. Design scorecards aligned with human values and use frequent, action-oriented coaching to triple team engagement and radically improve CSAT. Only 29% of agents see current QA as helpful. https://stream.mux.com/njBiUh8QHCiu00C5wIxF7pYB2Ue02IfGUsd2W7Fp2Gfgs.m3u8 354 2026-03-14T21:11:08.000Z yes https://academy.mentorscx.com/courses/module-10-qa-evolving-from-policing-to-coaching/watch/the-problem-with-traditional-qa 2026-03-20T18:11:30.000Z https://image.mux.com/o01OnxNEW00ALuMZlGj200amPVWrooqpx3iPM6TWXZkF0100/thumbnail.jpg?width=1280&height=720 1. The Problem With Traditional QA Checkbox QA is stifling your teams potential. Giulio Castiglioni explains why policing breeds disengagement and how to shift to human-centered quality. Transition from binary adherence to measuring what truly matters: meaningful customer connection and long-term agent growth. https://stream.mux.com/o01OnxNEW00ALuMZlGj200amPVWrooqpx3iPM6TWXZkF0100.m3u8 422 2026-03-14T21:19:48.000Z yes https://academy.mentorscx.com/courses/module-8-ai-automation-human-touch/watch/the-strategic-role-of-ai-in-cx 2026-03-20T18:10:08.000Z https://image.mux.com/YWcd92QNVtmvoRKSCL1UM02Mg25VXWQbDNGzf7qKDZJE/thumbnail.jpg?width=1280&height=720 1. The Strategic Role of AI in CX Dont let automation become an annoyance. Angel Funes shows how to target the right 80% of tickets for AI intervention. Discover how the best AI showcases your team on high-value, complex problems that move the needle, rather than just hiding your support staff from your customers. https://stream.mux.com/YWcd92QNVtmvoRKSCL1UM02Mg25VXWQbDNGzf7qKDZJE.m3u8 432 2026-03-14T21:00:39.000Z yes https://academy.mentorscx.com/courses/module-7-bpo-outsourced-cx/watch/choosing-the-right-model-onshore-nearshore-offshore-or-hybrid 2026-03-20T18:08:48.000Z https://image.mux.com/e5UTVPi7d00Ghywum9NXNxexL02W47kqbqMyxFODeplW00/thumbnail.jpg?width=1280&height=720 2. Choosing the Right Model: Onshore, Nearshore, Offshore, or Hybrid Navigate the complex world of BPO models with Alex Ross. Explore the critical tradeoffs between onshore, nearshore, offshore, and hybrid setups. Align your choice with brand values, compliance needs, and customer expectations to ensure your cheapest seat isnt your costliest. https://stream.mux.com/e5UTVPi7d00Ghywum9NXNxexL02W47kqbqMyxFODeplW00.m3u8 397 2026-03-19T10:57:56.000Z yes https://academy.mentorscx.com/courses/module-8-ai-automation-human-touch/watch/designing-human-centered-automation 2026-03-20T18:10:00.000Z https://image.mux.com/QP4UDTpwD8HiCLw006AEI8igp6WC9CsCpXUtmJ3Tabzc/thumbnail.jpg?width=1280&height=720 2. Designing Human-Centered Automation Automation should feel like scaling care, not a robotic wall. Angel unpacks human-centered design, from sentiment detection to trust-driven fallback paths. Write bot copy that matches your brand tone and design personalized flows that prove you are paying attention to customer needs. https://stream.mux.com/QP4UDTpwD8HiCLw006AEI8igp6WC9CsCpXUtmJ3Tabzc.m3u8 417 2026-03-14T21:00:57.000Z yes https://academy.mentorscx.com/courses/module-6-omnichannel-strategy-that-works/watch/omnichannel-enablement-building-the-right-team-stack-and-routing-logic 2026-03-20T18:08:20.000Z https://image.mux.com/lSuXXhD7tPbF202nyx3HS9m01005qgPcP00rb02ECQEsGKIE/thumbnail.jpg?width=1280&height=720 3. Omnichannel Enablement: Building the Right Team, Stack, and Routing Logic Great omnichannel support requires intentional team design. Stacy dives into the CX stack—from CRM profiles to skill-based routing. Learn how to staff for real-time vs. asynchronous channels to maintain a 95% CSAT while reducing cognitive load and preventing agent burnout or stress. https://stream.mux.com/lSuXXhD7tPbF202nyx3HS9m01005qgPcP00rb02ECQEsGKIE.m3u8 509 2026-03-14T20:52:55.000Z yes https://academy.mentorscx.com/courses/module-8-ai-automation-human-touch/watch/scaling-support-without-losing-the-human-touch 2026-03-20T18:10:35.000Z https://image.mux.com/jvRtTufoa7wm0101xIOVaGLmOd1m001G4biHEaASSVO9qo/thumbnail.jpg?width=1280&height=720 5. Scaling Support Without Losing the Human Touch Growth shouldnt kill empathy. Angel Funes demonstrates how to scale intelligently by protecting brand values and building decision space into automated workflows. Master rituals and personalization playbooks that keep your brand human and accessible as your ticket volume explodes. https://stream.mux.com/jvRtTufoa7wm0101xIOVaGLmOd1m001G4biHEaASSVO9qo.m3u8 320 2026-03-14T21:01:32.000Z yes https://academy.mentorscx.com/courses/module-12-employee-experience-is-customer-experience/watch/internal-branding-and-culture-activation 2026-03-20T18:12:55.000Z https://image.mux.com/QNkw3402lCP02l02eaBvK4K8pAfpSYUgHdm5r9nbBpBQ02o/thumbnail.jpg?width=1280&height=720 3. Internal Branding and Culture Activation Brand voice must be the heartbeat of your huddles, not just a marketing deck. Sarah demonstrates how to turn values into daily rituals that help teams live the brand. Prevent trust erosion by ensuring your internal reality matches the external promise you make to your customers. https://stream.mux.com/QNkw3402lCP02l02eaBvK4K8pAfpSYUgHdm5r9nbBpBQ02o.m3u8 620 2026-03-14T21:30:43.000Z yes https://academy.mentorscx.com/courses/module-8-ai-automation-human-touch/watch/how-ai-creates-real-value-for-ecommerce-brands 2026-03-23T11:20:31.000Z https://image.mux.com/DGst9j716K465jCldnI6v4BFXIRKEtZv98PbW02W01sVc/thumbnail.jpg?width=1280&height=720 Case Study: How AI Creates Real Value for Ecommerce Brands In this session, filmed at Kodif’s San Francisco office, Mike shares practical insights from working with ecommerce leaders like Liquid I.V. and Dollar Shave Club, showing how AI can improve efficiency, resolution quality, and customer trust when applied strategically. https://stream.mux.com/DGst9j716K465jCldnI6v4BFXIRKEtZv98PbW02W01sVc.m3u8 624 2026-03-23T10:50:26.000Z yes https://academy.mentorscx.com/courses/module-9-building-high-performing-cx-teams/watch/workforce-management-and-forecasting-for-cx-teams 2026-03-20T18:11:19.000Z https://image.mux.com/dhFMCFSNRqkqeYabjvFC7qMCf6iFgCxbRzA2C019mQJw/thumbnail.jpg?width=1280&height=720 5. Workforce Management Forecasting for CX Teams Support isnt accidental; it’s data-driven planning. Bill demystifies Workforce Management, showing how to forecast demand to prevent burnout while maintaining 25% better SLA consistency. Master capacity planning math to meet peaks without treating agents like numbers in a sheet. https://stream.mux.com/dhFMCFSNRqkqeYabjvFC7qMCf6iFgCxbRzA2C019mQJw.m3u8 464 2026-03-14T21:12:05.000Z yes https://academy.mentorscx.com/courses/module-12-employee-experience-is-customer-experience/watch/measuring-and-managing-employee-experience-health 2026-03-20T18:13:02.000Z https://image.mux.com/S01401n8qe3WzYQ1LpE6FdJHPAFIQS00Mpqzc7ICMQG4Mc/thumbnail.jpg?width=1280&height=720 4. Measuring and Managing Employee Experience Health Track the employee journey with the same precision as the customers. Sarah provides a framework for EX dashboards using eNPS and turnover costs. Learn why weekly recognition cuts turnover by 31% and how to make internal health a standing priority in every leadership review session. https://stream.mux.com/S01401n8qe3WzYQ1LpE6FdJHPAFIQS00Mpqzc7ICMQG4Mc.m3u8 511 2026-03-14T21:30:55.000Z yes https://academy.mentorscx.com/courses/module-1-the-new-cx-economy/watch/cx-as-the-competitive-advantage-in-2026 2026-03-20T18:04:28.000Z https://image.mux.com/bKNlQ4wwLQ01tkDsf5ZFcf01yeI96v7lSLnCEidEAHvbM/thumbnail.jpg?width=1280&height=720 1. CX as the Competitive Advantage in 2026 CX is now the growth battleground. José Herrera shows how top brands turn experience into differentiation, why 73% of customers value it over price, and how to scale trust and empathy to win. https://stream.mux.com/bKNlQ4wwLQ01tkDsf5ZFcf01yeI96v7lSLnCEidEAHvbM.m3u8 443 2026-03-01T15:06:05.000Z yes https://academy.mentorscx.com/courses/module-1-the-new-cx-economy/watch/from-touchpoints-to-journeys-rethinking-the-cx-lens 2026-03-20T18:04:47.000Z https://image.mux.com/j9201VN1sN00yYvNJv21Rw8A29p6UwBC4Ww02VT36ODDC4/thumbnail.jpg?width=1280&height=720 2. From Touchpoints to Journeys: Rethinking the CX Lens Stop optimizing moments—design journeys. Alex Ross explains how to shift from reactive support to proactive CX, spot friction early, and reduce tickets by fixing root causes. https://stream.mux.com/j9201VN1sN00yYvNJv21Rw8A29p6UwBC4Ww02VT36ODDC4.m3u8 307 2026-03-01T15:06:06.000Z yes https://academy.mentorscx.com/courses/module-1-the-new-cx-economy/watch/the-cx-leader-as-business-strategist 2026-03-20T18:04:56.000Z https://image.mux.com/aU3aaknOTHUytL015K02I00MnJTpt8XM02d02w675IguDoMs/thumbnail.jpg?width=1280&height=720 3. The CX Leader as Business Strategist CX drives growth—if you prove it. Jared Karson shares how to tie experience to revenue, risk, and ROI, helping CX leaders build data-backed cases that secure budget and influence. https://stream.mux.com/aU3aaknOTHUytL015K02I00MnJTpt8XM02d02w675IguDoMs.m3u8 247 2026-03-01T15:06:07.000Z yes https://academy.mentorscx.com/courses/module-2-customer-journey-mapping-that-drives-action/watch/operationalizing-journey-maps-for-real-change 2026-03-19T16:10:20.000Z https://image.mux.com/rnm26QYhM4G5wXnHoWokIgFUzbKlSoHhPNzzg9cKoyM/thumbnail.jpg?width=1280&height=720 4. Operationalizing Journey Maps for Real Change From insight to execution. Learn how to assign ownership, prioritize with impact vs. effort, and embed journey thinking into daily operations using real-world CX case studies. https://stream.mux.com/rnm26QYhM4G5wXnHoWokIgFUzbKlSoHhPNzzg9cKoyM.m3u8 466 2026-03-01T15:06:14.000Z yes https://academy.mentorscx.com/courses/module-3-voice-of-the-customer-voc-programs-that-work/watch/building-a-voice-of-the-customer-program-from-the-ground-up 2026-03-20T18:05:22.000Z https://image.mux.com/KHX4AAdIBvzEmQReOPCF6TXBNFRi01F00SnhY5C2GU8iE/thumbnail.jpg?width=1280&height=720 1. Building a Voice of the Customer Program From the Ground Up Build a VoC program that works. Emre Tekoglu covers data collection, low-lift pilots, and a 3-layer tagging system to turn feedback into clear, actionable insights. https://stream.mux.com/KHX4AAdIBvzEmQReOPCF6TXBNFRi01F00SnhY5C2GU8iE.m3u8 394 2026-03-01T15:06:17.000Z yes https://academy.mentorscx.com/courses/module-3-voice-of-the-customer-voc-programs-that-work/watch/from-insight-to-influence 2026-03-20T18:05:36.000Z https://image.mux.com/XsHZe2tgspWGRxmjiGKmMosTuXSycCL4T01d4yJcPDkU/thumbnail.jpg?width=1280&height=720 3. From Insight to Influence Bridge the “influence gap.” Emre teaches how to translate customer insights into business language, combining stories and data to drive action across Product and Engineering. https://stream.mux.com/XsHZe2tgspWGRxmjiGKmMosTuXSycCL4T01d4yJcPDkU.m3u8 504 2026-03-01T15:06:19.000Z yes https://academy.mentorscx.com/courses/module-4-metrics-and-roi-linking-experience-to-business-outcomes/watch/the-problem-with-traditional-cx-metrics 2026-03-22T21:30:44.000Z https://image.mux.com/6gHHFbW9WAf3FNY6aK3HkcNzaloofrMXLZO2ZdSDpDQ/thumbnail.jpg?width=1280&height=720 1. The Problem with Traditional CX Metrics High scores don’t equal success. Ren Fuller-Wasserman explains “metric myopia” and how to balance sentiment metrics with real behavioral outcomes like churn and retention. https://stream.mux.com/6gHHFbW9WAf3FNY6aK3HkcNzaloofrMXLZO2ZdSDpDQ.m3u8 393 2026-03-01T15:06:23.000Z yes https://academy.mentorscx.com/courses/module-4-metrics-and-roi-linking-experience-to-business-outcomes/watch/building-a-cx-dashboard-that-execs-actually-care-about 2026-03-22T21:31:00.000Z https://image.mux.com/T4g02n74TG01AfARknDPAJd9aowv029NtcwCrcpG5X3RKg/thumbnail.jpg?width=1280&height=720 2. Building a CX Dashboard That Execs Actually Care About Build dashboards that drive decisions. Learn the four layers of a strategic CX dashboard and how to tailor insights so every team sees what matters most. https://stream.mux.com/T4g02n74TG01AfARknDPAJd9aowv029NtcwCrcpG5X3RKg.m3u8 355 2026-03-01T15:06:24.000Z yes https://academy.mentorscx.com/courses/module-4-metrics-and-roi-linking-experience-to-business-outcomes/watch/telling-a-story-with-your-metrics 2026-03-22T21:31:17.000Z https://image.mux.com/vSepZyE3mFNMD401RhKNybiuBjsQVJ24Q0202dHgsIBD5c/thumbnail.jpg?width=1280&height=720 3. Telling a Story With Your Metrics Data needs a story. Ren shares a 5-part framework to turn metrics into compelling narratives that align teams and drive action at every level. https://stream.mux.com/vSepZyE3mFNMD401RhKNybiuBjsQVJ24Q0202dHgsIBD5c.m3u8 337 2026-03-01T15:06:25.000Z yes https://academy.mentorscx.com/courses/module-8-ai-automation-human-touch/watch/training-and-empowering-humans-in-the-age-of-ai 2026-03-20T18:10:18.000Z https://image.mux.com/vr4I5GvYbB5eqRhd02l00lxrkXIit3I7rNfiHVtXqUIYY/thumbnail.jpg?width=1280&height=720 3. Training Empowering Humans in the Age of AI Your agents are becoming essential advisors, not obsolete ticket closers. Angel shows how to evolve roles by shifting metrics from handle time to resolution ownership. Discover training rituals that build AI confidence, turning frontline staff into strategic surgeons of your CX. https://stream.mux.com/vr4I5GvYbB5eqRhd02l00lxrkXIit3I7rNfiHVtXqUIYY.m3u8 390 2026-03-14T21:01:09.000Z yes https://academy.mentorscx.com/courses/module-8-ai-automation-human-touch/watch/tech-stack-strategy-choosing-the-right-tools-without-the-bloat 2026-03-20T18:10:27.000Z https://image.mux.com/N8nEX1OL3sfHj942SUrrFgQbqXsXCnyhF6k02ZBnR6aE/thumbnail.jpg?width=1280&height=720 4. Tech Stack Strategy: Choosing the Right Tools Without the Bloat Tool switching is a silent killer of productivity. Giulio Castiglioni breaks down the cost of bloat and offers a framework for choosing a connected stack. Audit your systems to build an ecosystem where tools talk to each other, allowing agents to solve problems, not chase data. https://stream.mux.com/N8nEX1OL3sfHj942SUrrFgQbqXsXCnyhF6k02ZBnR6aE.m3u8 504 2026-03-14T21:01:24.000Z yes https://academy.mentorscx.com/courses/module-11-training-and-enablement-for-modern-cx-teams/watch/the-role-of-enablement-in-career-development 2026-03-20T18:12:33.000Z https://image.mux.com/Ras7dj6uOr2fxzMk4SjK00BUEFaf9X3F89BXnY9Ts01fo/thumbnail.jpg?width=1280&height=720 4. The Role of Enablement in Career Development CX roles shouldnt be a 14-month stopgap. Robyn shows how to use enablement as a retention tool by creating skill-based career ladders. Align personal growth with business outcomes, turning high-churn roles into strategic springboards for long-term internal mobility and success. https://stream.mux.com/Ras7dj6uOr2fxzMk4SjK00BUEFaf9X3F89BXnY9Ts01fo.m3u8 345 2026-03-14T21:25:53.000Z yes https://academy.mentorscx.com/courses/module-10-qa-evolving-from-policing-to-coaching/watch/creating-a-culture-of-feedback-and-coaching 2026-03-22T12:33:57.000Z https://image.mux.com/LMK6egQbqy1DokxD300BSbChto7Alf101Xg9HjY02WJ101c/thumbnail.jpg?width=1280&height=720 3. Creating a Culture of Feedback and Coaching Scores are worthless without follow-up conversations. Giulio shows how to make continuous feedback the heartbeat of your DNA. Learn how peer reviews and self-coaching can boost improvement by 32%, empowering agents to take full ownership of their professional development goals. https://stream.mux.com/LMK6egQbqy1DokxD300BSbChto7Alf101Xg9HjY02WJ101c.m3u8 489 2026-03-14T21:20:46.000Z yes https://academy.mentorscx.com/courses/module-7-bpo-outsourced-cx/watch/transferring-culture-and-quality-across-borders 2026-03-20T18:09:14.000Z https://image.mux.com/iclqjCouIsLCJdG5scOSkkj3aI6TUlSt1I01X01eSCN14/thumbnail.jpg?width=1280&height=720 3. Transferring Culture and Quality Across Borders Dont let distance dilute your brand. Jose Herrera reveals how to bridge the us vs. them gap by embedding your culture into BPO teams. Master immersion training, values-based QA, and feedback loops that ensure every outsourced interaction feels 100% like your own internal team. https://stream.mux.com/iclqjCouIsLCJdG5scOSkkj3aI6TUlSt1I01X01eSCN14.m3u8 375 2026-03-19T14:10:04.000Z yes https://academy.mentorscx.com/courses/module-7-bpo-outsourced-cx/watch/from-vendor-to-value-driver 2026-03-20T18:08:41.000Z https://image.mux.com/SfkdQp01NsAHSPp02iATfDpmrj97AE6NngPFuGl1hkGGY/thumbnail.jpg?width=1280&height=720 1. From Vendor to Value Driver In 2026, outsourcing is for scaling, not just saving. Nadira Garufi explores the shift from transactional labor to strategic partnership. Learn how modern BPOs drive value through complex support and product insights, turning a cost center into a powerful growth lever for your brand. https://stream.mux.com/SfkdQp01NsAHSPp02iATfDpmrj97AE6NngPFuGl1hkGGY.m3u8 325 2026-03-19T10:54:52.000Z yes https://academy.mentorscx.com/courses/module-9-building-high-performing-cx-teams/watch/career-paths-and-retention-in-cx 2026-03-20T18:11:11.000Z https://image.mux.com/LiPCfZZuyy4JIGEwlohUVuWcmv018NoHAGwW0111g41zs/thumbnail.jpg?width=1280&height=720 4. Career Paths Retention in CX Attrition costs billions; retention is a necessity. Bill shows how to build career ladders for leaders and specialists. Formalize lateral moves and upskilling to turn your support department into a destination role where 94% of employees stay longer because they see a real future. https://stream.mux.com/LiPCfZZuyy4JIGEwlohUVuWcmv018NoHAGwW0111g41zs.m3u8 362 2026-03-14T21:11:51.000Z yes https://academy.mentorscx.com/courses/module-11-training-and-enablement-for-modern-cx-teams/watch/microlearning-peer-coaching-and-just-in-time-content 2026-03-20T18:12:17.000Z https://image.mux.com/tUkzv02flw01bgkrrxaOb8iOgsbY01KD74j2zg7mjJoPt4/thumbnail.jpg?width=1280&height=720 2. Microlearning, Peer Coaching, and Just-in-Time Content Static training decks are outdated instantly. Robyn explores just-in-time learning—delivering info in the flow of work. Use microlearning and peer coaching to increase knowledge retention by 80%, ensuring your team has the right answer the moment the customer is waiting for it. https://stream.mux.com/tUkzv02flw01bgkrrxaOb8iOgsbY01KD74j2zg7mjJoPt4.m3u8 402 2026-03-14T21:25:25.000Z yes https://academy.mentorscx.com/courses/module-11-training-and-enablement-for-modern-cx-teams/watch/designing-a-scalable-onboarding-program 2026-03-20T18:12:09.000Z https://image.mux.com/024qXr01XeqbhGXmpANwIvqJpiCwhIghhcCQAQ85nww02Q/thumbnail.jpg?width=1280&height=720 1. Designing a Scalable Onboarding Program Onboarding is the primary driver of retention, yet few do it well. Robyn Barton introduces the Activation model to build cultural belief and confidence from Day 1. Design modular paths that reduce cognitive load and help new hires reach peak productivity 24% faster than average. https://stream.mux.com/024qXr01XeqbhGXmpANwIvqJpiCwhIghhcCQAQ85nww02Q.m3u8 338 2026-03-14T21:25:01.000Z yes https://academy.mentorscx.com/courses/module-7-bpo-outsourced-cx/watch/measuring-and-managing-bpo-performance 2026-03-20T18:09:35.000Z https://image.mux.com/02t3Rnvv5iqSzbpHNFdm2zxpZfjEDz7z8n01Rjh8mG4Mw/thumbnail.jpg?width=1280&height=720 4. Measuring and Managing BPO Performance Move beyond basic SLAs to a mature performance framework. Nadira Garufi shares how to build joint scorecards and strategic QBRs that focus on outcomes like churn and LTV. Learn the rituals—from calibration to innovation demos—that turn a vendor into a high-performing partner. https://stream.mux.com/02t3Rnvv5iqSzbpHNFdm2zxpZfjEDz7z8n01Rjh8mG4Mw.m3u8 641 2026-03-19T14:11:06.000Z yes https://academy.mentorscx.com/courses/module-12-employee-experience-is-customer-experience/watch/listening-to-employees-like-you-listen-to-customers 2026-03-22T12:33:31.000Z https://image.mux.com/zuT6B59Jyap1DkmbiXtXpDSLaqxv02kOHDLeUbtho7W4/thumbnail.jpg?width=1280&height=720 2. Listening to Employees Like You Listen to Customers If your VoC is strategic, your Voice of the Employee must be too. Sarah explores the trust gap and teaches You Said, We Did reporting. Use pulse surveys and skip-levels to find the systemic friction points that quietly sabotage customer outcomes and erode internal employee trust. https://stream.mux.com/zuT6B59Jyap1DkmbiXtXpDSLaqxv02kOHDLeUbtho7W4.m3u8 454 2026-03-14T21:30:25.000Z yes https://academy.mentorscx.com/courses/module-1-the-new-cx-economy/watch/the-future-of-cx-leadership 2026-03-20T18:05:10.000Z https://image.mux.com/UZlGuVt9SyX2FKJscvXSNvmtbFL5b6SIieSWUGfd66M/thumbnail.jpg?width=1280&height=720 4. The Future of CX Leadership What defines CX leadership in 2026? Horatio’s founders share the skills, systems, and mindset shifts needed to connect journey mapping, automation, and metrics to real business impact. https://stream.mux.com/UZlGuVt9SyX2FKJscvXSNvmtbFL5b6SIieSWUGfd66M.m3u8 402 2026-03-01T15:06:08.000Z yes https://academy.mentorscx.com/courses/module-2-customer-journey-mapping-that-drives-action/watch/intro-to-journey-mapping 2026-03-19T16:10:02.000Z https://image.mux.com/YRm01gfmy3E5Duhz01zhXBeCah3MR6CJNssexrMYpqXiY/thumbnail.jpg?width=1280&height=720 1. Intro to Journey Mapping Most journey maps fail. Cate Marques explains how to shift from process maps to customer-centric journeys, prioritize high-impact moments, and focus on what truly drives churn and revenue. https://stream.mux.com/YRm01gfmy3E5Duhz01zhXBeCah3MR6CJNssexrMYpqXiY.m3u8 338 2026-03-01T15:06:11.000Z yes https://academy.mentorscx.com/courses/module-2-customer-journey-mapping-that-drives-action/watch/tools-and-frameworks-that-work 2026-03-20T17:10:25.000Z https://image.mux.com/Up4vllwy2A451zxWeXI7Ckom0037GgyiCinsps502g4yg/thumbnail.jpg?width=1280&height=720 2. Tools and Frameworks That Work A map is only useful if it’s usable. Cate compares tools and frameworks, from empathy maps to service blueprints, and shares a simple rule: if it can’t be explained in 60 seconds, it’s too complex. https://stream.mux.com/Up4vllwy2A451zxWeXI7Ckom0037GgyiCinsps502g4yg.m3u8 388 2026-03-01T15:06:12.000Z yes https://academy.mentorscx.com/courses/module-2-customer-journey-mapping-that-drives-action/watch/using-data-to-influence-cross-functional-teams 2026-03-20T17:10:36.000Z https://image.mux.com/9027ano1JL2dAC5ZYuQs681jk1AIh5jVzfTZdYt2tC02Q/thumbnail.jpg?width=1280&height=720 3. Using Data to Influence Cross-Functional Teams Turn maps into influence. Cate shows how to layer metrics like CSAT and cost onto journeys, translating customer pain into ROI-driven insights that drive cross-functional action. https://stream.mux.com/9027ano1JL2dAC5ZYuQs681jk1AIh5jVzfTZdYt2tC02Q.m3u8 350 2026-03-01T15:06:13.000Z yes https://academy.mentorscx.com/courses/module-3-voice-of-the-customer-voc-programs-that-work/watch/closing-the-feedback-loop 2026-03-20T18:05:29.000Z https://image.mux.com/ZfT7C38dxBm8oPIuRhEuipznUTUZR8ex4bBsM00KBuKE/thumbnail.jpg?width=1280&height=720 2. Closing the Feedback Loop Close the loop or lose impact. Learn the Two-Loop system and the 3P formula to turn feedback into decisions and show customers—and teams—that their voice drives change. https://stream.mux.com/ZfT7C38dxBm8oPIuRhEuipznUTUZR8ex4bBsM00KBuKE.m3u8 464 2026-03-01T15:06:18.000Z yes https://academy.mentorscx.com/courses/module-3-voice-of-the-customer-voc-programs-that-work/watch/measuring-the-roi-of-listening 2026-03-20T18:14:00.000Z https://image.mux.com/KTDEzUAsfWn02RR4uIC4iokPadI7FyFqvWAbPvnqW5HU/thumbnail.jpg?width=1280&height=720 4. Measuring the ROI of Listening Prove VoC ROI. Learn how to quantify churn reduction, cost savings, and efficiency gains, and build a scorecard that shows the real business impact of listening. https://stream.mux.com/KTDEzUAsfWn02RR4uIC4iokPadI7FyFqvWAbPvnqW5HU.m3u8 471 2026-03-01T15:06:20.000Z yes https://academy.mentorscx.com/courses/module-5-creating-feedback-loops-that-drive-product-and-ops/watch/closing-the-loop-turning-cx-feedback-into-strategic-change 2026-03-21T14:43:36.000Z https://image.mux.com/jgDMXHtV8F6gPJcn6zry7ReZ0155mn5012M02I015OapXtc/thumbnail.jpg?width=1280&height=720 1. Closing the Loop: Turning CX Feedback Into Strategic Change Stop letting feedback sit as shiny dirt. Bill Galey introduces a systematized model for closing the loop across departments. Learn why most feedback goes unused and how to move your team toward a high-impact model of collection, synthesis, and measurable action for better outcomes. https://stream.mux.com/jgDMXHtV8F6gPJcn6zry7ReZ0155mn5012M02I015OapXtc.m3u8 460 2026-03-01T15:06:29.000Z yes https://academy.mentorscx.com/courses/module-4-metrics-and-roi-linking-experience-to-business-outcomes/watch/from-score-to-strategy-making-metrics-actionable 2026-03-22T21:31:33.000Z https://image.mux.com/DIbhyYrNx3woRxRHonl9YTlfRZWcQTKqb6nxJSscYzY/thumbnail.jpg?width=1280&height=720 4. From Score to Strategy — Making Metrics Actionable From metrics to strategy. Discover how to use experiments, case studies, and CX data to prove ROI and drive retention, revenue, and real business outcomes. https://stream.mux.com/DIbhyYrNx3woRxRHonl9YTlfRZWcQTKqb6nxJSscYzY.m3u8 458 2026-03-01T15:06:26.000Z yes https://academy.mentorscx.com/courses/module-5-creating-feedback-loops-that-drive-product-and-ops/watch/earning-trust-as-a-strategic-voice 2026-03-21T14:43:51.000Z https://image.mux.com/OUqk1B49ezvneHMnJfKnFOcSGARWaYLOXcx5DRSQ1QY/thumbnail.jpg?width=1280&height=720 2. Earning Trust as a Strategic Voice Feedback is ignored when it’s poorly packaged. Bill explores the art of translation—turning anecdotes into the signal product teams crave. Build a CX Credit Score by delivering prioritized data that speaks the language of the roadmap and aligns with internal decision windows. https://stream.mux.com/OUqk1B49ezvneHMnJfKnFOcSGARWaYLOXcx5DRSQ1QY.m3u8 386 2026-03-01T15:06:30.000Z yes https://academy.mentorscx.com/courses/module-5-creating-feedback-loops-that-drive-product-and-ops/watch/friction-usdusdusd-framing-feedback-as-revenue-or-cost-impact 2026-03-21T14:44:07.000Z https://image.mux.com/L00aMhxwaMVFSiOQzFukSNeF01lbVJ7hLTwilD96E01E02I/thumbnail.jpg?width=1280&height=720 3. Friction = $$$: Framing Feedback as Revenue or Cost Impact Friction isnt just a soft issue; it’s a financial leak. Bill teaches you to map support trends to churn, conversion, and avoidable spend. Master formulas to estimate cost impact and prove that CX insights are the ultimate early warning system for a companys financial bottom line. https://stream.mux.com/L00aMhxwaMVFSiOQzFukSNeF01lbVJ7hLTwilD96E01E02I.m3u8 362 2026-03-01T15:06:31.000Z yes https://academy.mentorscx.com/courses/module-5-creating-feedback-loops-that-drive-product-and-ops/watch/operationalizing-feedback-systems-rituals-and-real-accountability 2026-03-21T14:44:25.000Z https://image.mux.com/ksXYVWoOVmpnnlyTAKOKM9S2Okj5fq8Jj0192POTx8iE/thumbnail.jpg?width=1280&height=720 4. Operationalizing Feedback: Systems, Rituals Real Accountability A feedback culture is built on muscle memory, not one-off reports. Bill outlines specific rituals and ownership models to embed the customer voice into your business. From Voice of the Agent loops to cross-functional sprints, learn how to listen and win at scale across the org. https://stream.mux.com/ksXYVWoOVmpnnlyTAKOKM9S2Okj5fq8Jj0192POTx8iE.m3u8 364 2026-03-01T15:06:32.000Z yes