Recent Episodes
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#134 "It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX
May 8, 2025 – 30:19 -
#133 Future of Agentic AI: Transforming Customer Journeys
May 1, 2025 – 29:28 -
#132 David vs. Goliath: Competing with the Big Banks on Customer Experience
Apr 24, 2025 – 30:04 -
#131 Humanity at Scale: Bruce Temkin’s Vision for the Future of Leadership
Apr 17, 2025 – 38:34 -
#130 The Power of Referrals: A Classic Episode Revisited
Apr 10, 2025 – 26:56 -
#129 First Look: AI Hosts Dive into the Trusted Guide Roadmap™ Master Class
Apr 4, 2025 – 15:01 -
#128 Navigating the Power Core: A Strategic Approach to Customer Experience
Mar 27, 2025 – 24:03 -
#127 Balancing AI and Human Interactions
Mar 21, 2025 – 32:54 -
#126 Conquer Churn with Journey Mapping: Strategies for Customer Retention
Mar 13, 2025 – 35:20 -
#125 Inside LinkedIn: Designing Value for Members and Customers
Mar 6, 2025 – 42:23 -
#124 The Secret Ingredient to Customer Delight
Feb 27, 2025 – 35:06 -
#123 Stuck? Unlock Trust to Get Approval!
Feb 20, 2025 – 31:59 -
#122 Support, Don't Solve: Empowering Leaders to Create Authentic Spaces
Feb 13, 2025 – 45:30 -
#121 Achieving Value Realization with a CX Toolkit
Feb 6, 2025 – 35:20 -
#121 Understanding Customer Value
Jan 30, 2025 – 42:14 -
#120 Strategies for Integrating AI in CXM from a Marketing Legend
Jan 23, 2025 – 44:10 -
#119 The Impact of Partnerships on Customer Experience
Jan 16, 2025 – 27:55 -
#118 Innovative AI Solutions for CX with Marbue Brown
Jan 9, 2025 – 35:54 -
# 117 From Harvard to CX Excellence: Lessons from the Classroom
Jan 2, 2025 – 27:15 -
#116 ACSI Insights: Linking Satisfaction to Business Outcomes with Forrest Morgeson, PhD
Dec 26, 2024 – 37:47 -
#115 From Speedometers to Engines: Transforming CX with Tom DeVries
Dec 19, 2024 – 30:35 -
#114 Mastering Change by Building Stakeholder Relationships
Dec 12, 2024 – 36:23 -
#113 Enhancing Customer Satisfaction: Microsoft's UX Strategies
Dec 5, 2024 – 32:44 -
#112 Delivering on Customer Expectations at Experian with Tanya Thomas, CCXP
Nov 28, 2024 – 26:17 -
#111 Lessons from the "FIGS Love" Initiative and Beyond
Nov 21, 2024 – 36:11 -
#110 Why Your Survey Scores May Be Misleading
Nov 14, 2024 – 32:18 -
#109 Strategies to Measure and Prove the Value of Customer Experience Investments
Nov 7, 2024 – 28:49 -
#108 The 'Web of Data': Enhancing CX through Effective Data Integration
Oct 31, 2024 – 39:18 -
#107 Strategy Meets CX: A Conversation with Seth Godin on 'This is Strategy'
Oct 24, 2024 – 29:19 -
#106: Avoiding the Metric-Centric Trap
Oct 17, 2024 – 27:18 -
#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care
Oct 10, 2024 – 36:04 -
#104: Common Barriers to CX Success and How to Overcome Them
Oct 3, 2024 – 28:04 -
#103: Using Data Visualization to Get Executive Buy-In
Sep 26, 2024 – 29:45 -
#102: Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference
Sep 19, 2024 – 47:20 -
#101: CX-PRO - Beyond the Basics: Book Review with the Editor
Sep 9, 2024 – 23:56 -
#100: Watermark’s CX ROI Study: Proving Its Value to Executives and Skeptics
Sep 5, 2024 – 38:33 -
#99: From Helping My Deaf Parents to Revolutionizing Customer Experience with AI
Aug 29, 2024 – 37:31 -
#98: Trust in CX: Lessons from the Executive Assistant to Ronald Reagan
Aug 22, 2024 – 41:24 -
#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience
Aug 15, 2024 – 29:39 -
#96 Building a CX Culture: Everence Federal Credit Union CEO and President
Aug 8, 2024 – 38:33 -
#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center
Aug 1, 2024 – 37:02 -
#94: Improving Customer Loyalty through Martech and AI-Powered Solutions
Jul 25, 2024 – 36:09 -
#93: Driving Superior Customer Experience with AI and Digital Transformation
Jul 18, 2024 – 39:28 -
#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
Jul 11, 2024 – 44:59 -
#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies
Jul 4, 2024 – 43:38 -
#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture
Jun 27, 2024 – 45:22 -
#89: Salesforce’s Approach to Customer Success, AI, & CX
Jun 20, 2024 – 44:04 -
#88: How Bilt Uses 3-D Instructions to Enrich Lives
Jun 13, 2024 – 33:18 -
#87: Empathy-Driven Leadership
Jun 6, 2024 – 38:50 -
#86: The Power of Social Identity on CX with Professor Gary David
May 30, 2024 – 40:12
Recent Reviews
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tpOCRFoundational nuggets to implement immediatelyNo matter who is on the show or what the topic is, I consistently find myself taking away precious nuggets to implement into my personal and professional development. Not just for me, but for my team, my stakeholders and the reasons we are in business, our customers. Feel free to try any of the nuggets that are offered and you’ll immediately see the transformation in how you and your people interact across the business.
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NoriskformeEnlightening conversationI always learn the practical ways of doing something. And this podcast inspires me to think beyond typical possibilities.
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markslatinMust listen for all business leaders who put customers firstGreat insights for business leaders who want to differentiate their brand by the experience they deliver to their customers.
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