A resource for customer experience (CX) and experience management (XM) professionals.
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Smoothing Out Rough Holiday Experiences

Smoothing Out Rough Holiday Experiences

Released: November 23, 2021 • Episode #193

It’s an unfortunate result of the pandemic that most people have experienced: supply shortages. Everything from breakfast cereal to new cars, jewelry, the newest name-brand mobile phone, and even turkeys. And it’s hard not to feel some sympathy for front-line retail workers as they receive the brunt of consumer anger over things they clearly have no control. But there are tools that can help both customer and employee smooth out these rough times. Guest host Pat Gibbons welcomes Seb Reeve from Nuance Communications for a discussion on A.I. and how the digital experience can help smooth out a rough holiday shopping season.


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Recent Episodes

It Starts with the Customer

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Released: November 16, 2021 • Episode #192

As a CX leader it is important to better understand and promote the customer experience field within your company. Regardless of profession, there are certain traits and skills common to leaders. But what leadership traits are important specifically to customer experience professionals – what qualities of leadership should you prioritize? Host Steve Walker welcomes Lambert Walsh, senior vice president of customer success at DocuSign, the agreement cloud company, for a discussion on the traits of customer experience leaders.

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Can you relate?

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Released: November 9, 2021 • Episode #191

Relationships are an important part of our lives. Humans are social creatures and it’s important to understand that fact when leading a CX program. But companies sometimes miss the mark on ensuring employees and leaders throughout the company understand how to build and maintain relationships with customers, and each other. Host Steve Walker welcomes John Dijulius, chief revolution officer and president of the Dijulius Group, or a discussion on the importance of building relationships with customers and colleagues.

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Back to School

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Released: November 2, 2021 • Episode #190

Countless guests on this podcast have described how their careers were steered into the space of customer experience. It has been a common theme that they never went to college exclusively to study CX because there were no such degree programs. Recently there has been a greater effort to remedy that problem, proving once again that it’s never been a better time to be a customer experience pro. Guest host Troy Powell welcomes Dr. Tom DeWitt, faculty at Michigan State University and director of CXM@MSU who is also spearheading the creation of a degree program in CX management.

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CX Horror Stories IV

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Released: October 26, 2021 • Episode #189

Co-hosts Steve Walker and Pat Gibbons take listeners on a frightful journey of terrible customer experiences with plumbing, restaurants, baby supply stores, hospitals, and even vampires in blood banks! Guests include Jeannie Walters, Christine Trippi, Mike Grindstaff, and Drew Hall. Listen, if you dare!

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The Common Purpose

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Released: October 19, 2021 • Episode #188

The advantage of experience management (or "XM") is the holistic view of experience across the company. By leveraging customer and employee data together, companies can take their experience programs to the next level. But what companies are applying this practice and how’s it working out for them? Host Steve Walker welcomes Jennefer Pursifull, VP of marketing and sales, and Sharon Bislich, director for marketing, communication, and engagement – both from Medxcel, a healthcare facilities management company - to discuss how they successfully built their program to empower their employees to create better experiences for their clients.

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