You're Never Too Big For Change
Change is not easy. It's human instinct to become comfortable with "what you know." But sometimes a change is necessary – when CX professionals notice a problem, or recognize a way to make the custome...
9 Aug 202228min
Built to Win
Building CX programs from scratch is never an easy task. And the endeavor usually starts with the vision of a single person that sees the benefits of CX and agrees – or is appointed – to spearhead the...
2 Aug 202225min
The CX Book of Knowledge
Today's technology allows for peer-driven collaboration on an unprecedented level. People from across the globe can create knowledge resources on Wikipedia, or develop software on GitHub and share it ...
26 Jul 202221min
Trends in Patient Experience
Health is a deeply personal topic and these last few years have pushed healthcare institutions into making unprecedented changes in how they deliver that care. Naturally, this has had an impact on the...
19 Jul 202237min
The Consistent Experience
If you're a CX pro for small or medium size company, you already know the challenges in designing and delivering the best possible experience for your customers. But what about companies that have mul...
12 Jul 202227min
Turn Back Time: Employee Experience
We've had some great guest on the show recently and the importance of the employee experience has started to emerge as a notable topic. Many guests emphasize the need for companies to empower and trus...
5 Jul 202213min
The Long and Winding Road
Few if any of customer experience pros went to school to be a CX professional, and yet there are thousands in this flourishing profession. So what does it take to be a CX leader? What are the right sk...
28 Jun 202225min
The Innovative CX Leader
There are a number of ways to design experiences for your customers, but you're stuck. You find it hard to think beyond how things are currently done. And even if you had some sort of break-through id...
21 Jun 202229min
