A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Subscribe on Google Play Listen on Stitcher Listen on Stitcher Listen on YouTube

Latest Episode

Birds of a Feather

Birds of a Feather

Released: November 19, 2019

Like any other profession, CX professionals need to stay up-to-date on best practices, find new ideas for programs, and learn how customer experience works in other companies. Many resources exist to help - including this podcast - but sometimes you need to meet with like-minded professionals face-to-face. Guest host Pat Gibbons welcomes guests Branden Schossler and Gary Batroff to discuss how they help start local networking groups to help colleagues develop professionally.


Visit the episode page

Recent Episodes

Wear Comfortable Shoes

More details

Released: November 12, 2019

Immersive experiences can be a powerful tool to demonstrate the customer experience, but for patients at a hospital, it can be impactful - and emotional - for the leadership of an organization. Guest host Pat Gibbons welcomes guest Karen Cernock from Indiana University Health to discuss how an immersive experience for their board developed into a program throughout the organization.

Listen to this episode

CX Horror Stories II

More details

Released: October 29, 2019

Hosts Steve Walker and Pat Gibbons present another frightful episode of CX Horror Stories - tales of customer experience gone bad. This year's scary offerings include healthcare, travel, and automotive repair.

Listen to this episode

The State of CX Management

More details

Released: October 22, 2019

The Qualtrics XM Institute released their report “The State of Customer Experience Management, 2019” which assesses how companies are doing with their CX efforts. Guest host Pat Gibbons welcome Isabelle Zdatny from the XM Institute to discuss their findings and some of the key takeaways from the report.

Listen to this episode

Globalization and CX

More details

Released: October 15, 2019

With more companies moving to globalizing their business, it can be easy to overlook the implications of not considering cultural differences required for CX programs in different countries. Steve welcomes back Bob Azman, a CX professional with over 40 years of experience and founder and CXO of Innovative CX Solutions, to discuss why companies should consider the customer experience in the context of other countries and cultures.

Listen to this episode