All Episodes
Displaying 1 - 30 of 41 in total
Overcoming the biggest obstacles to successful change initiatives?
What are the biggest obstacles to successful change initiatives?Amanda Schmoldt has the expertise and experience that only comes from successfully leading change manag...
The 5 Leadership SUPERPOWERS with Jay Weiser
The 5 Leadership SUPERPOWERS with Jay Weiser, Principal and Founder, Jay Weiser ConsultingJay Weiser is a leadership expert.He’s a graduate of the Wharton School, and ...
Why do most surveys fail to get results? with Rick Denton, Managing Principle, EX4CX
Why do most surveys fail to get results?Rick Denton believes too many companies rely too heavily on survey data and consequently don’t get results.He suggests CX leade...
Applying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXP
What does football (soccer) have in common with Customer Experience? Greg Uglioni, CCXP, Head of Business Transformation / Digital Transformation at Kantonsspital Wint...
"The Evolution of CX at Walgreens with Danielle Wipperfurth, CCXP, Director of Customer Experience "
The Evolution of CX at Walgreens with Danielle Wipperfurth, CCXP, Director of Customer ExperienceHow did a neighborhood drugstore, founded in 1901 and measuring just 5...
Understanding Intrinsic and External Motivators to Unlock Discretionary Employee Effort - with Greg Kihlstrom, Principal, Chief Strategist, GK5A
Understanding Intrinsic and External Motivators to Unlock Discretionary Employee Effort - with Greg Kihlstrom, Principal, Chief Strategist, GK5AGreg Kihlstrom is a spe...
The "Customer Chair": The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank
The Customer Chair: The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern BankInfluencing decisions in the C-Suite requires an ...
You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO), USB
You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO) for Banking and Lending, UBS Allison Landers knows a thing or two about custo...
A Conversation with Lou Carbone, the Father of Experience Management, Part 2 of 2
A Conversation with Lou Carbone, the Father of Experience Management, Part 2 of 2In this fascinating two part mini-series, Lou Carbone distills decades of thought lead...
Special Edition: Update from Greg Melia, CEO, CXPA
Special Edition: CX Update from the CEO of CXPA, Greg MeliaCustomer satisfaction is down in nearly every industry and customers are growing more and more frustrated.Th...
A Conversation with Lou Carbone, the Father of Experience Management, Part 1 of 2
A Conversation with Lou Carbone, the Father of Experience Management, Part 1 of 2In this fascinating two part mini-series, Lou Carbone distills decades of thought lead...
A Five Step Model to Earn Customer Loyalty with Mark Slatin
A Five Step Model to Earn Customer Loyalty with Mark SlatinI’ve interviewed some of the legends in customer experience on The Delighted Customers Podcast but this epis...
Using the Right Data To Improve Your Customer’s Experience
Sami Nuwar got his start as a researcher and evolved to a CX leader at Verizon before shifting to Medallia, a VoC software company that designs solutions for businesse...
The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles
The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX ChroniclesAdrian spent his early years in Manhattan, helping launch Saas...
Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen
Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard OwenRichard Owen is an innovator. The former CEO of Satmetrix, who helped Fred Reichh...
The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman, CCXP
The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman Bob is a CX veteran. He’s been around long enough to know what works and what doesn’t...
Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP
Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXPWhat are the first steps in leading a customer experience practice in any organizat...
What Leaders Must do Today to Compete in the Future
What Leaders Must do Today to Compete in the Future Bill Staikos is a CX thought leader and futurist. Bill shares his thoughts on the big misses and the right path fo...
The Blueprint for Customer Obsession with author Marbue Brown
Marbue Brown believes companies that focus on Customer Centricity are missing something. In his new book, Blueprint for Customer Obsession, he highlights why customer...
Disrupting the C-Suite with Kathy van de Laar
Disrupting the C Suite with Kathy van de Laar ‖, Founder, EarlyBridge Summary Kathy is a Certified Customer Experience Professional and strategy expert. Gaining C...
What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld?
What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a person...
How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu
How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu Video in business is here to stay. The question is how to best leverage it to engage ...
Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co., Part 2 of 2
Part 2 of 2 Predictive NPS - How Loyalty Measurement is Changing with Rob Markey A powerful, insightful, revealing interview so packed with gems that I had to brea...
The Room Where It Happened: The Net Promoter Backstory with Rob Markey, Bain & Co., Part 1 of 2
Rob Markey on the Delighted Customers Podcast Part 1 of 2 What would you expect from one of the top CX thought leaders in the world? A powerful, insightful, re...
From Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of Michigan
I caught up with Brittany Knox at MSU’s CXM 360 Conference. Brittany is a graduate student in MSU’s Masters of Science in Customer Experience Management. She’s also ...
The Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley University
The Role of Perception and Expectations in Customer Experience This episode is definitely different! Gary David, PhD, is a professor of sociology and a conversat...
ITMs: Virtual, with a Human Touch, Carla Higgins, SVP, Director of CX, CNB Bank
Carla Higgins has made a career in the banking industry and held many positions. She knows banking from the inside out. Today we talk about the evolution of bankin...
Demystifying the Human Experience, Bruce Temkin, Head of the XM Institute
Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend. Bruce co-founded the Customer Experience Professionals Association in 201...
Breaking Down Departmental Silos to Improve CX - Risa Lovell, Farm Credit Insurance
Risa Lovell, Director of Property and Casualty Customer Service at Farm Bureau Insurance joins us from the MSU Hotel and Conference Center at the first in-person episo...
Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt. 2 of 2
This episode is part 2 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania...
