A resource for customer experience (CX) and experience management (XM) professionals.
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CX By Industry

CX By Industry

A series where the CX Leader Podcast explores how customer experience is implemented across various industries such as tech and manufacturing by inviting CX leaders from different companies to discuss their programs

It’s “Client” Experience

It’s “Client” Experience

Released: January 28, 2020 6:00 am

Every company has their own unique set of challenges when it comes to providing an exceptional customer experience, and financial services companies are no exception. Regulatory pressures, compliance, and risk management review are just some of the obstacles CX pros in this industry must maneuver, but according to this episode’s guest, that’s not an excuse to provide anything less than a stellar “client” experience. Host Steve Walker welcomes Dan Brousseau, senior vice president and head of client experience at City National Bank, a Los Angeles-based company and subsidiary of Royal Bank of Canada, to discuss customer experience in the financial services industry.

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From the Ground Up

From the Ground Up

Released: April 30, 2019 6:00 am

In a conversation on customer experience in the healthcare industry, Steve welcomes Robert Tangeman, director of customer experience at Exactech, a healthcare manufacturing company. They discuss the complexity of navigating CX in the healthcare space and how Robert was able to develop a program from scratch.

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Across Industries

Across Industries

Released: April 16, 2019 6:00 am

Steve welcomes Kitty Radcliff, vice president at Walker Information, to discuss some of the more notable differences between various industries including health, financial services, and technology.

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The CX Juggernaut

The CX Juggernaut

Released: April 2, 2019 6:00 am

Johnson Controls is a huge company, with over 100 brands in over 150 countries, and managing a global customer experience program is no small undertaking. Guest host Pat Gibbons interviews Johnson Control's Matt Inman on how the manufacturing industry maintains a CX program.

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Keep It Simple

Keep It Simple

Released: March 26, 2019 6:00 am

In the inaugural episode of a new series focusing on industries, guest host Pat Gibbons welcome James Bampos from NetApp to discuss customer experience in the tech space.

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