Episode 1: Sweets of CX Introduction

Customer experience is a tough field. We try to lighten the load by bringing on experts, consultants, and those on the front lines doing it everyday…

Published: August 13, 2019

Episode 2: Shep Hyken – The Convenience Revolution

Shep talks about the his book the convenience revolution and the amazing brands out there that are doing it right…

Published: August 21, 2019

Episode 3: Jeff Toister – CX Vision: Why it’s critical and how to build it.

Jeff gives us not only his framework to building a good CX vision but he tells us where to find a real template…

Published: August 25, 2019

Episode 4: Matt Dixon – How Digital Transformation Has Reinvented Customer Experience

Matt Dixon from Tethr joins us to talk about how technology has helped create customer experience at different levels…

Published: September 01, 2019

Episode 5: Eric Ullman – Brand Promise; CX Delivered

Eric Ullman from CX Alchemy gives a unique take on who owns the brand voice and how the CX team at an organization often has to fulfill that brand…

Published: September 08, 2019

Episode 6 : Annette Franz – EX vs CX and How They Align

Annette talks through employee experience and how it has a direct tie-in to customer experience Where do people start with employee experience and how do you define it? …

Published: September 15, 2019

Episode 7: Jeannie Walters – Roadblocks to Prevent Retention

Jeannie gives us great use cases on why focusing on retention should matter, why brands should focus on creating fans that turn into revenue streams…

Published: September 22, 2019

Episode 8: Becky Roemen – Humanizing The Customer Experience In Marketing

Becky talks about the importance of aligning marketing and the contact center to work together. She compares the customer experience to her analogy of the spider web and…

Published: September 29, 2019

Episode 9: James Dodkins – How to Relate CX to Everything We Do, Including a Rockstar

James Dodkins gives his candid take on how we can often relate the storytelling of CX and relate it to terms and things people can understand…

Published: October 06, 2019

Episode 10: Lynn Hunsaker – Game Changing Methods to CX

Lynn Hunsaker from clear action exchange brings a unique perspective on how to do things differently in CX to move the needle…

Published: October 13, 2019

Episode 11: Kaye Chapman – Chat Revolutionizing Customer Service

Kaye Chapman from Comm100 gives us an overview of utilizing chat. We see first hand how chat can make a huge impact to businesses…

Published: October 20, 2019

Episode 12: Nate Brown – Things You Never Think About When Implementing a CX Program

Nate gives us candid reality checks with implementing CX software and that patience is not needed but required…

Published: October 27, 2019

Episode 13: Jenny Dempsey – Empowering CX with Employee First

Jenny talks us through how to create an employee-first culture.
Where do you start? How do you change the culture? Who should be involved?…

Published: November 03, 2019

Episode 14: How to Align The C-Suite

Jeanne Bliss gives real instances of businesses that run into org alignment as a gap. She talks through a framework to address it…

Published: November 10, 2019