James Dodkins used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’. He shares those strategies through transformative training, engaging video content and inspiring keynote talks. James is also a two time #1 Best Selling A...
Jul 25, 2022•30 min
Mark Slatin is the CEO and Founder of Empowered CX, an independent consulting practicededicated to helping leaders accelerate their path to scalable growth by empowering them to delight their customers, consistently. He celebrated his 8th year as a Certified Customer Experience Professional and serves on the Customer Experience Professionals Association Board of Directors where he chairs the Higher Education subcommittee. Mark brings a value to his clients that’s quite rare, he spent 9 years as ...
Jul 18, 2022•36 min
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a...
Jul 11, 2022•29 min
The Customer Experience Profession recently lost a colleague and friend, Chris Rios, Blue Rock Executive Search. Chris was an advocate and supporter of all things CX especially as it related to helping CX professionals advance their careers. A two-time guest on the podcast, Chris brought a new and refreshing perspecitve to career development. On this special edition of the podcast, Diane Magers joins me to reflect on Chris's life and the learnings he shared with all of us to become better profes...
Jul 07, 2022•24 min
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion pro...
Jun 27, 2022•34 min
CXPA newly appointed Regional Council Leaders, Ashima Bhagat, Catherine Gauthier, Georges Essama and Rebekah Kabugo-Mugisha discuss how the CXPA is creating a more global community of professionals through this new initiative.
Jun 20, 2022•47 min
CXPA Volunteer leaders, Heather Gillbanks and Michelle Spaul discuss two new important initiatives underway at the CXPA - The Book of Knowledge and Facilitaitng CX Monograph Series.
Jun 13, 2022•32 min
Current CXPA board members: Stacey Nevel, Sebastien Munar and Jayalakshmi Sudarshan join me to discuss the current areas of focus for this year's board and the state of CX, globally.
Jun 06, 2022•48 min
Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research. He assisted in the analysis of the 9th wave of the National Rage Study, completed in March 2020, on American consumers’ complaining behavior, service expectations and word of mouth. Harper Collins published the seco...
May 30, 2022•40 min
Dennis is currently one of the leading voices around the world on the topics of Customer Experience, social media, and digital marketing. In 2021 he was a keynote speaker at the World Marketing Summit in Turkey, West African CX summit, LATAM CX conference, eWorld Marketing Summit, workshop leader at Customer Contact week in the USA, and the Host and MC of CXS- Canada’s largest annual Customer Experience event. In 2022, he was named as the CX influencer for Expo 2020 Dubai, a distinguished speake...
May 23, 2022•32 min
Dave Seaton, CCXP, is a customer experience consultant at Seaton CX, helping B2B SaaS companies launch their customer experience programs with the CX Booster Rocket. His proudest moments on a project involved flying 4,768 miles, driving hundreds more, and surviving a high-speed Uber ride down Bourbon Street to collect Voice of Customer feedback for a B2B SaaS company. Using that insight, he transformed the customer support experience and made the company $991k in ARR from reduced churn. In 2022,...
May 02, 2022•39 min
Listen to 3 authors from the latest best-selling 4th edition of the Customer Experience series. Gabriela Ciupitu, Faran Niaz and Peter Verheijde join the podcast to discuss their careers, the chapters they wrote, the importance of managing experiences and words of wisdom from across the globe. This roundtable provides the listener insight into the topics covered in this new edition from 3 respected authors with broad experience in working for and helping organizations achieve better customer exp...
Apr 25, 2022•41 min
Anyone working with customer journeys will deeply resonate with the struggle to align everyone around a shared understanding of the customer experience. As Co-Founder & CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today’s increasingly virtual world. Having worked in interaction and UX design for 10+ years, Jochem is well-versed in the power of truly wal...
Apr 11, 2022•35 min
Listen to 3 authors from the latest best-selling 4th edition of the Customer Experience series. Greg Uglioni, Carolene Meli and Kristin Haynes join the podcast to discuss their careers, the chapters they wrote, the importance of storytelling and words of wisdom from across the globe. This roundtable provides the listener insight into the topics covered in this new edition from 3 respected authors with broad experience in working for and helping organizations achieve better customer experiences....
Mar 28, 2022•50 min
Annette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years before founding CX Journey Inc. in 2017. Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). Her sec...
Mar 21, 2022•32 min
Joel Bines is managing director and co-head of the Global Retail Practice at the business consulting firm AlixPartners. He is widely regarded as one of the world’s leading operational strategists with a 30-year track record of improving performance at retailers, brands, and consumer companies. After graduating from Bates College in Lewiston, ME with a degree in Philosophy, he talked his way into a series of jobs with distressed consumer companies facing deep challenges. His early success turning...
Mar 14, 2022•36 min
Zach and Ray Shefska are disrupting how consumers buy automobiles. Their entrepreneurial venture YAA is changing the way consumers and dealers buy and sell cars, buy service plans and have their vehicles serviced. Their hugely popular YouTube channel is informative and humorous at the same time. With hundreds of thousands of followers they do a great job of helping consumers get better deals on the second largest financial purchase of our lifetimes. But most importantly they live, eat and breath...
Mar 07, 2022•38 min
Jeff Rosenblum is a cofounder of Questus, a digital advertising agency that has worked with many of the world’s most influential brands, including American Express, Apple, Capital One, Disney, The NFL, Samsung, Starbucks, Universal, Wyndham and Verizon. Jeff created a groundbreaking documentary about the advertising revolution called The Naked Brand and the book Friction which explained how passion brands are built. Jeff has lectured at some of the top universities in the world, including Yale, ...
Feb 28, 2022•35 min
Eric Engwall is President of E.G.Insight, Inc. Eric’s entire career in business has focused on two passions – helping people and the organizations they inhabit to build stronger relationships and to be more effective at what they do. He has been a national account manager, led an inside sales group, a senior consultant for a leading talent management firm, and the practice area leader for a sales effectiveness consultancy. For the past fifteen years has been owner and president of E.G. Insight, ...
Feb 21, 2022•32 min
The founders of the Women in CX community join me on this my 50th podcast to talk about the journey they are on to recognize and promote women in CX, globally. This powerful podcast will inspire, motivate and challenge your beliefs and perspectives as they share how they formed the community and how they are actively engaged in growing CX but also in addressing pertinent issues pertinent to women across the world. Claire Muscutt, founder of women in CX, Serena Riley, Olga Potaptseva and Mandisa ...
Feb 14, 2022•55 min
World traveler, basketball enthusiast, gamer, and founder of Wicked Cushions.
Feb 07, 2022•34 min
Steve Walker is the Chairman and CEO of Walker. the Indianapolis-based Experience Management (XM) Services company that helps many of the world’s best brands win in their marketplaces by offering great customer and employee experiences. In 2019, Qualtrics named Walker as their Customer Experience Partner of the Year. Throughout his 35+ year career, Steve has been an active speaker, contributor and leader among various trade and professional organizations. Along with his long-time colleague, Jeff...
Jan 31, 2022•32 min
Duncan Littlefield is the CEO of LITTLEFIELD, where they are focused on aligning impact and influence. LITTLEFIELD holds a portfolio of companies, such as The Littlefield Company, Littlefield Films, Littlefield Studios, The Lab, and critical contributors in equity partnerships with other startups. The engine behind it all is The Littlefield Company, where they tell under-told stories by delivering scalable content for purpose-driven companies. Plus, he is on a mission to always be a part of the ...
Jan 24, 2022•32 min
Chris Rios is a founding member of Blue Rock Search. He has over twenty-five years' experience in Hospitality and Executive Search and leads the Blue Rock CX practice. His desire and passion to deliver an exceptional and engaging client and candidate experience has lead him to his current role as Chief Experience Officer. He has over fifteen years of hospitality experience as an executive chef and has been recruiting executive and senior level talent in Customer Experience, HR and Hospitality fo...
Jan 10, 2022•37 min
Serena Riley is the VP of Experience Management at renewables energy tech start-up SkySpecs, Inc. and a Certified Customer Experience Professional (CCXP) who has been igniting transformation in individuals, teams, and organizations for 20-years. She is a customer experience expert who specializes in cultivating customer-centricity and employee-elevation and is keen on broadening the narrative of Customer Experience to an even more holistic strategy of Human Experience Management. Francesca Tempe...
Dec 20, 2021•44 min
Awarded No 3 Top Global Customer Service Guru with three decades of expertise, Claire, is an authority in the Customer Experience Industry. Author of 3 books; with a No 1 Amazon Best Seller in 2020, she is an international media influencer, and her work has been published in Brazil, Philippines, India, US & Europe. She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method; creating better flow in home-offices and workspaces by integrating...
Dec 13, 2021•31 min
Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She led customer experience & marketing at Applied Materials & Sonoco. She served as CXPA board member & SVAMA president. She taught at UC Berkeley Ext, Mission College, UCSC Ext, SJSU for 7 years. Lynn authored 6 benchmarking studies & 3 CXM handbooks. She is a CXPA Recognized Training Provider with CCXP students from 50+ countries. Lynn co-founded the Experience Value Exchange experience leadership e-learning subscript...
Dec 06, 2021•40 min
Rob LoCascio is the founder of LivePerson, Inc. and has been its chief executive officer since its inception in 1995. As the inventor of online chat for brands, Rob disrupted the way people communicate with companies around the world, removing the need for 1-800 numbers, long wait times, and endlessly scanning websites for information. In 2016, Rob again led the company to the forefront of conversational commerce by making it easy for consumers to connect with brands on messaging via platforms i...
Nov 29, 2021•33 min
Alex Mead, is an experienced contact centre leader with a proven track record in driving CX innovation, delivering top class customer experiences, operations efficiency & customer loyalty. He believes customers should get EPIC Service Experiences that are EASY, PERSONALISED, INTUITIVE & CONTEXTUAL. As a hands-on leader, he inspires teams to deliver great experience across multiple channels and industries. His no-nonsense approach to improving customer service will challenge your thinking...
Nov 15, 2021•34 min
Jon Picoult is the founder of Watermark Consulting, a leading customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth. Princeton-trained in cognitive science, Picoult has advised C-suite leaders at some of the world’s top companies, spanning Allstate to AT&T to Becton Dickinson. His insights have been featured by The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and For...
Nov 08, 2021•35 min
