CX Conversations

Vivek Jaiswal•www.cxconversations.com

Business

CX lessons from CX leaders, from around the world

Last refreshed: July 5th, 2025 at 9:22 AM ⓘ

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Episodes

CX Conversation with Annette Franz: demystifying the customer journey.

Featuring in this episode is the CEO and Founder of CX Journey Inc. and a member of Forbes Coaches Council - Annette Franz! She is one of the leading voices in Customer Journey mapping. Annette's simple and real world examples in the podcast will help you learn about how to develop customer journey maps and how to use it to improve customer experience for your brand. Did you know that customer journey map is both a tool and process? Listen in to learn about all this and more. Learn more about Cu...

May 30, 2019•20 min•Season 1Ep. 11

CX Conversation with Sue Duris: how to deliver great digital customer experience?

Today digital experience is an integral part of the overall customer experience. In this episode of the CX Conversations, I am discussing how businesses can deliver great digital customer experience with one of the leading CX and Digital Marketing voices - Sue Duris. We talk about a simple framework that can be used to design your digital customer experience strategy. Look out for Sue's take on why startups need to focus more on customer advocacy. Hope you enjoy this CX Conversation too! Share y...

May 23, 2019•27 min•Season 1Ep. 10

CX Conversation with Nicole Cable: balancing healthcare and patient experience

This is a unique episode at CX Conversations because we are talking about a specific segment of customer experience this time. The topic of this episode revolves around balancing healthcare and patient experience - how to deliver good medical care with great patient experience? In conversation is Nicole Cable, Chief Experience Officer at InnovaCare Health. We dive into what it takes to get everybody aligned to a patient experience strategy and what it takes to onboard the clinical staff and doct...

May 16, 2019•27 min•Season 1Ep. 9

CX Conversation with Himanshu Nautiyal: how AI can be used to improve customer experience?

AI is changing everything. We most often aren't even aware of how AI is making our lives easier and our experiences more seamless. It is perhaps the biggest breakthrough in the CX world that we are witnessing today. This is one of the most interesting episodes of CX Conversations. We are in conversation with Himanshu Nautiyal, CEO & Co-founder at Euler Systems Inc. - an AI consulting firm from Silicon Valley. Himanshu shares the current state of AI and where it is headed. He also talks about...

May 02, 2019•30 min•Season 1Ep. 8

CX Conversation with Ian Golding: what it takes to really deliver exceptional customer experience?

In this special Christmas 2018 episode, we have one of the most amazing CX professionals as our guest on CX Conversations! I had the honour to talk to Ian Golding, one of the Founding Directors of CXPA and an Authorised Resource and Training Provider for CCXP. We talked about the sudden obsession with CX that we are seeing amongst companies around the world and what it really takes to build a customer centric culture. Lookout for the part where Ian breaks down how to build a CX strategy for your...

Apr 18, 2019•38 min•Season 1Ep. 7

CX Conversation with Vijetha Shastry: how future tech is shaping customer experience today?

Technological advancements like AR, VR, and AI are changing the way customers interact with brands. In this episode of CX Conversations I am talking about "How future tech is shaping customer experience today?" In conversation is Vijetha Shastry, Lead at the Open Innovation and IoT Centre of Excellence at NASSCOM - India's biggest software and software services focussed association. We talk about airlines, retail, and hospitality and how technologies like Augmented Reality and Virtual Reality ar...

Apr 04, 2019•40 min•Season 1Ep. 6

CX Conversation with Gavin Scott: the connection between customer service and customer experience.

Most people think that customer service and customer experience are one and the same thing. Do you think that's right? In this episode of CX Conversations, we will be uncovering the relationship and differences between customer service and customer experience. Our guest - Gavin Scott - is among the leading customer service coaches around the world. You will love Gavin's stories when he highlights the key differences between customer service and experience. We also talk about a framework that wil...

Mar 21, 2019•29 min

CX Conversation with Maurice FitzGerald: how to manage customer experience in B2B enterprise world?

This episode of CX Conversations revolves around managing customer experience in the B2B enterprise world. We are in conversation with Maurice FitzGerald, erstwhile VP of Customer Exprerience at HP and HP Enterprise Software and author of four amazing books on customer experience. We talk about the differences between managing CX in B2B and B2C organisations, the framework that companies can use to improve CX in B2B, and the connection between Net Promoter Score and customer experience. This CX ...

Mar 07, 2019•38 min

CX Conversation with David McCann: how employee experience influences CX.

In this episode of CX Conversations, we have my friend and an accomplished CX strategist - William David McCann. He is founder of Bespoke Customer Experiences and also Principal Consultant at Katalytics Growth Consultants – both companies help businesses design better customer and employee experiences. In this podcast, we talk about the relationship between employee experience and customer experience. Listen in to learn about who should own employee experience, what systems must an organisation ...

Feb 21, 2019•34 min

CX Conversation with Hubert Joseph-Antoine: CX management in large enterprises

For the first time we have a Chief Customer Office as our guest! Hubert Joseph-Antoine, Group CCO at Transdev - largest private public-transport company in the world - joins Vivek in this CX Conversation to talk about CX management in a large enterprise. Listen in for simple tips that are not so easy to implement, yet have a massive impact on customer satisfaction. You'll also notice how Hubert thinks that customer experience management is like social service for him because it creates a positiv...

Feb 10, 2019•30 min

CX Conversation with Rajarshi Sen: CX in Healthcare

In this episode of CX Conversations, our guest - Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals - joins our host - Vivek Jaiswal - to discuss about the state of customer experience in Healthcare. Raj and Vivek talk about the importance of customer experience in healthcare and how it is changing the healthcare industry. Listen in for some great tips on how to utilise patient feedback to improve the experience of patients. Visit us at www.customerguru.in ...

Feb 10, 2019•32 min

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