All Episodes
Displaying 21 - 40 of 41 in total
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...
Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt. 1 of 2
This episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania...
Delivering Happiness 2.0 with Alex Genov, Head of Customer Research at Zappos
Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov In 2009, Amazon bought a start up shoe company that broke the...
CX Week Special Edition: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte
In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA. Nancy discusses 3 important topics: 1. Why gaining the support of...
CX Week Special Edition: How CXPA is a Differentiator for CX Professionals with the CEO, Greg Melia
In celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the organization helps CX...
Designing Digital Transformation to Improve CX with HP's Jaya Sudarshan
The race to digital transformation was accelerated by the pandemic. Many organizations have invested time and money and have little to show for it. Jaya Sudarshan sh...
Building Trust with Key Stakeholders - Author Charles H. Green
Trust. Isn't that one of those soft, touchy-feely words? In today's word of digital transformation, isn't people skills so...yesterday? From someone who walke...
The First Ever Degree in Customer Experience Management - Dr Tom DeWitt, MSU Professor
Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan Sta...
Engaging Employees for Outstanding Customer Experiences
In this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impact employee engag...
Design Thinking with Diane Magers
Customer friction can lead to customer defection. Often, companies attempt to fix their customer's pain with a short term solution. Diane defines design thinking and...
From Impressed to Obsessed - Author Jon Picoult
Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. J...
