April 12, 2019

A 3-Stage Approach to Your Company’s New Customer Experience [PODCAST]

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting, Vice President of Customer Experience at TECO energy, shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry.


April 5, 2019

How A Legacy Organization Embraces Digital Media to Engage Audiences in a Meaningful Way [PODCAST]

Todd Unger, Chief Experience Officer and SVP of Physician Engagement at the American Medical Association (AMA), shares how he transformed a 170-year-old company’s communication methods into the world of digital.


Allison Pickens
March 28, 2019

4 Tactics to Building and Managing Customer Success with Allison Pickens [PODCAST]

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight, a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position.


Horst Schulze
March 21, 2019

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze [PODCAST]

Horst Schulze knows a thing or two about creating excellent customer service and experience and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.


March 8, 2019

How One B2B Software Company Shifted Its Mindset to Unlock Growth [PODCAST]

Mark Bartlett, Chief Experience Officer at FPX, chats with me about the importance of developing your customer narrative and understanding their behaviors, so you can design products that they’ll get the most benefit out of.


March 1, 2019

5 Key Actions to Help You Stay Ahead of Market Disruption As You Lead CX [PODCAST]

Discover a new framework that will kickstart and advance your work as a CX practitioner inside of your organization with insights from Harvard Business School professor and author, Thales Teixeira.


February 21, 2019

3 Tactics to Transform CX and Employee Development From a Telecommunications Company [PODCAST]

Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, shares tactics regarding CX management and employee experience development.


February 14, 2019

How One Insurance Company Transformed its Customer Experience at the Enterprise Level [PODCAST]

I chat with Scott Campbell, the senior vice president, and chief client officer at American National. Scott details how his marketing experience has been useful for him as a CX leader, allowing him to understand the importance of wrapping up the work and communicating it back to the organization.