Human Duct Tape
Pat Gibbons guest hosts this episode with guest Jeanne Bliss, founder and president of CustomerBliss, consultant, and thought leader on customer experience. Jeanne and Pat discussion her books, how sh...
24 Jan 201925min
The Evolution of CX
Pat Gibbons guest hosts this week's episode on where the term "CX" originated. An interview with Bruce Temkin, head of the XM Institute, on how the Customer Experience Professionals Associate was form...
15 Jan 201924min
Getting Back to Fundamentals
Steve kicks off the new year with a discussion on how some companies still need to master the fundamentals of customer experience with CX luminary Annette Franz, founder and CEO of CX Journey, Inc.
8 Jan 201920min
The United States of CX
Steve welcomes Stephanie Thum, chief advisor of federal customer experience at Qualtrics, to discuss how federal agencies are beginning to apply customer experience into government, how legislation is...
18 Dec 201823min
Customer Success
Exploring another topic on intersections with customer experience, Steve welcomes Dave Duke, an expert in customer success management and is the co-founder and chief customer officer of MetaCX, for a ...
11 Dec 201822min
Customer-focused Training
Continuing in our User series, Steve welcomes Sharon Bislich and Carolyn Bodkin to discuss how Medxcel, a medical facilities management company, incorporates customer experience into their training pr...
4 Dec 201824min
Read More Science Fiction
How does the customer experience practice work with other disciplines? In the inaugural episode of a new series, Steve explores the intersection of CX and UX (user experience) with guests Mike Miseren...
27 Nov 201824min
The Personal Touch
In the second episode of the User series, Steve welcomes Gina Jannazzo and Kim Howard from Wild Birds Unlimited to discuss the CX program within a franchise model and how personal relationships with c...
13 Nov 201824min
