A resource for customer experience (CX) and experience management (XM) professionals.
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Best Practices in CX

Best Practices in CX

A series focusing on some of the best ways CX leaders can make customer experience their biggest competitive advantage.

Wear Comfortable Shoes

Wear Comfortable Shoes

Released: November 12, 2019 6:00 am

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.

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Keep Your Customers

Keep Your Customers

Released: November 5, 2019 6:02 am

Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.

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Do Your Homework

Do Your Homework

Released: October 8, 2019 6:00 am

Companies often hire implementation specialists to help get their customer listening technology up and running, but don’t do the necessary preparation required to make the process happen smoothly. Guest host Pat Gibbons welcome Walker technology consultants Liz Wallshield and Charlie Rumsey to talk about some of the step companies should take to make the implementation process happen smoothly and on schedule.

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The Non-customer-facing Employee

The Non-customer-facing Employee

Released: October 1, 2019 6:00 am

It’s easy explaining how front-line employees directly influence the customer’s experience. But it’s more difficult for non-customer-facing to see how their contributions impact CX. Steve welcomes Maureen Cook, customer experience specialist at Ciena, to discuss the ways they show ALL their employees how they affect customer experience.

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The Out-of-box Experience

Released: September 24, 2019 6:00 am

Customer experience isn't limited to simply how your employees interact with your clients - it plays a critical role in how products are developed and maintained. Steve welcome Arjan Vilkhu, senior manager of customer insights at Hill-Rom, a global medical technology company, to discuss how their CX program informs how their customers’ experience using their products can be improved.

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A Prescription for Subscription

Released: September 17, 2019 6:00 am

B2B companies are beginning to move into more subscription-based services, another influence from the B2C space. Steve welcome Musa Hanhan, senior director of customer experience at Genesys, to discuss how subscription-based models impact the customer experience for B2B companies.

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Becoming Customer(s)-Centric

Released: September 3, 2019 6:00 am

It's not easy moving toward a customer-centric mindset, and Steve's guest is concerned that companies too often forget the customer heterogeneity - the differences between their customers. Peter Fader, professor of marketing at The Wharton School of the University of Pennsylvania and co-author of “The Customer Centricity Playbook,” discusses common mistakes and misperception in becoming “customer centric.”

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Immersing in the Customer’s Experience

Immersing in the Customer’s Experience

Released: August 27, 2019 6:00 am

Building customer empathy is an important aspect to your customer experience program and trying to teach that to your organization is not easy. Steve welcomes Serena Riley, the customer experience senior Manager at LLamasoft, to describe how she used immersive experiences to help employees understand the customer’s point of view within a phase of their journey.

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Starting from Scratch

Starting from Scratch

Released: July 19, 2019 6:00 am

It might sound like more work but sometimes building a CX program from the ground up has its advantages. Steve welcomes guest Roberta O'Keith of Murphy-Hoffman Company, a full-service truck dealership, to discuss how she started customer experience programs in companies that had no such efforts in place.

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The Story of the Customer

The Story of the Customer

Released: July 12, 2019 6:00 am

Customer experience professionals work with a ton of data, but often find that they don’t have time to read some of the most insightful sources of information: customer comments. Steve welcomes Joyce Gott, a marketing research manager at Anthem, Inc. for a discussion on the importance and value of bringing customer comments to life within your company.

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