In this episode of CX Decoded, Editor-in-Chief Dom Nicastro sits down with CMSWire’s VP of Research, Sarah Kimmel, to unpack top findings from two pivotal reports: the 2025 State of the CMO and the 2025 State of Digital Customer Experience . Together, they explore the evolving skill sets required of modern CMOs, the cautious return of marketing budget growth and the ongoing struggle to accurately measure ROI. They also highlight how generative AI is seeing explosive, yet still largely unguided, ...
May 27, 2025•27 min•Season 4Ep. 17
Too many marketers are chasing likes over results. Jim Lecinski, clinical professor of Marketing at Northwestern University and former Google executive, says it’s time to reframe the CMO role—from brand builder to growth driver. In this episode, he breaks down how to stay customer-obsessed, navigate AI-driven search and get ready for Gen Alpha before they catch you off guard.
Mar 31, 2025•12 min•Season 4Ep. 16
In this episode of “CX Decoded,” Michelle Hawley, senior editor at CMSWire, takes a look inside the nuances of brand evolution in today’s digital word, featuring Amber Holm, CMO at Winnebago Industries and Ranu Coleman, head of marketing at PatPat . In this episode, both leaders delve into the importance of customer insights in keeping brands relevant — and the challenges that come with repositioning in the consumer space. They also share strategies for maintaining brand integrity, including kee...
Nov 27, 2024•15 min•Season 4Ep. 15
In this episode of CX Decoded, host Dom Nicastro, editor-in-chief of CMSWire , dives into the future of AI in customer service with insights from three leading experts in the field. This episode brings together discussions from two separate CMSWire TV "Beyond the Call" interviews, featuring Barry Cooper, president of NICE ’s CX Division; Tom Laird, CEO of Expivia ; and Keith Farley, SVP of Individual Voluntary Benefits at Aflac ....
Oct 30, 2024•16 min•Season 4Ep. 14
In this episode of CX Decoded, Dom Nicastro and Michelle Hawley of CMSWire discuss the evolving roles of chief marketing officers (CMOs) with insights from CMOs Gurdeep Dhillon of Contentstack and Kathie Johnson of Sitecore.
Oct 01, 2024•18 min
In this episode of CX Decoded, Dom Nicastro, editor-in-chief at CMSWire , and Michelle Hawley, senior editor at CMSWire, explore the intersection of employee experience (EX) and customer experience (CX) within the marketing landscape. The episode features insights from Gautam Pantakar, GM of Oldfield , and DeLu Jackson, executive VP and chief marketing officer at ADT . Gautam covers the importance of cultivating a strong organizational culture to enhance both employee and customer experiences . ...
Aug 26, 2024•19 min•Season 4Ep. 12
We cover today the convergence of humanity and technology in today’s marketing landscape, featuring insights from Karna Crawford, CMO at Marqeta , and Tom Wentworth, CMO at Recorded Future . In this episode, Karna shares her insights on how to bring a little bit of humanity into B2B marketing — while still getting all the benefits of modern-day technology. And Tom takes us through his strategic use of in-house media to build trust and credibility in the cybersecurity space....
Jul 23, 2024•18 min•Season 4Ep. 11
In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digital transformation spurred by the pandemic.
Jun 18, 2024•19 min•Season 4Ep. 10
In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.
May 21, 2024•20 min•Season 4Ep. 9
This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences. The conversation dives into the nuances between UX design and experience design, emphasizing the importance of integrating service design and journey management to...
Apr 30, 2024•38 min•Season 4Ep. 8
We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.
Mar 19, 2024•33 min•Season 4Ep. 7
Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity across all business operations.
Feb 20, 2024•32 min•Season 4Ep. 6
In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancements to a more holistic integration of digital innovation with a human-centric approach.
Jan 30, 2024•32 min•Season 4Ep. 5
This episode is brought to you by Wix Studio . The delicate interplay of customer experience (CX) and employee experience (EX) forms the backbone of today's hospitality management, where understanding and valuing the contribution of each employee translates directly into enhanced customer satisfaction. Embodying this principle is Gautam Patankar, chief experience officer at Bobby Jones Links. With a rich background that blends a love for golf with a keen insight into hospitality management, Gaut...
Dec 19, 2023•35 min
This episode is brought to you by Wix Studio . The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridging these two domains requires a nuanced understanding of both the internal and external dynamics of...
Nov 20, 2023•28 min•Season 4Ep. 3
This episode is brought to you by Wix Studio . Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the quality of customer interactions. Shri shares her firsthand experiences in driving AI projects, emphasizing the importance of a customer-centric approach and cross-functional collaboration....
Oct 17, 2023•28 min•Season 4Ep. 2
This episode is brought to you by Wix Studio . Jason Ferrell, Capital One’s managing vice president of experience design, is a designer at heart. Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives. Ferrell believes in design experiences through a personalized approach that involves art and science, working across department silos and ultimately connecting experie...
Sep 19, 2023•33 min•Season 4Ep. 1
Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning. Principal CX leader Marietta Silva Allison takes us behind the curtain for all of it in this episode.
Jun 13, 2023•35 min•Season 3Ep. 20
In the dynamic field of customer experience (CX), professionals need to develop and hone particular skills to navigate its challenges successfully. Cary Cusumano, an expert in CX management, has mastered this domain. Emphasizing the importance of traits like curiosity and persistence, Cusumano understands the need for continual growth and innovation in this industry. In this podcast, Cary explores these pivotal elements, setting the groundwork for achieving excellence in customer experience mana...
May 30, 2023•26 min
In this episode of CX Decoded, Brianna Langley Henderson, a seasoned CX practitioner, delves deep into the implications of introducing generative AI into business organizations. She acknowledges the transformative potential of AI and its capacity to fundamentally alter the landscape of various industries. At the same time, she highlights the resistance this technology faces from certain quarters. The discussion extends to exploring the ethical conundrums posed by AI, emphasizing its potential to...
May 16, 2023•30 min•Season 3Ep. 18
In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the CMSWire CONNECT Conference , CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven track record of innovation and tangible results. Throughout this episode, Karna, former head of US marketing at the Ford Motor Company , shares her invaluable insights on customer experience and its evolving landscape. She brings a wealth of experience from w...
May 12, 2023•28 min•Season 3Ep. 17
Michelle Morris, customer experience leader for Verizon Connect , shares insights on customer satisfaction, loyalty, the necessity of cross-department collaboration and best ways to achieve data-driven success.
May 02, 2023•24 min•Season 3Ep. 16
In this podcast episode, Sarah Kimmel, the vice president of research at Simpler Media Group , casts a discerning eye on "The State of the CMO" survey, offering a rare glimpse into the shifting landscape of chief marketing officers (CMOs) and the competencies they must cultivate. The study's revelations place creative thinking at the top of vital skills, trailed by strategic management, leadership prowess and executive aptitude. The CMO's role has been undergoing a remarkable metamorphosis, mark...
Apr 18, 2023•25 min•Season 3Ep. 15
Melissa Henley, an experienced CX leader at Luxion , the company behind KeyShot 3D software, explores the vital aspects of both customer and employee experiences. In this latest podcast with CMSWire's CX Decoded , Melissa, a CMSWire Contributor, identifies two core metrics that CX leaders should prioritize: churn and net revenue retention (NRR ). Melissa elaborates on the significance of these metrics in evaluating customer satisfaction and cultivating a loyal customer base, emphasizing the impo...
Apr 04, 2023•32 min•Season 3Ep. 14
While positive employee experiences can enhance customer experiences, negative employee experiences can have the opposite effect. A famous SNL sketch parodies the frustrating experience of trying to cancel cable service, with a customer being repeatedly put on hold, transferred to different departments and subjected to aggressive sales tactics from customer retention specialists. The sketch highlights the all-too-common problem of customer service employees who are not engaged or motivated to pr...
Mar 22, 2023•40 min•Season 3Ep. 13
In recent years, organizations have increasingly turned to digital experience platforms (DXPs) to improve their online presence and engagement with customers. In this episode of CX Decoded , we sat down with Sitecore’s Dave O’Flanagan, Optimizely’s Deane Barker and Contentstack’s Nick Barron to discuss DXPs and a shift to composable platforms and related concepts such as content management systems (CMS) and content marketing platforms (CMP). The participants Dave, Deane and Nick each gave exampl...
Mar 07, 2023•47 min•Season 3Ep. 12
In a story that echoes the classic American dream, media mogul Oprah Winfrey started out working at a grocery store where she was forbidden to talk to customers, a move that left her feeling unfulfilled. However, she soon found a job at a radio station where her talents for communication and engagement were allowed to flourish, leading her down the path to becoming a cultural icon with her own talk show, The Oprah Winfrey Show. This raises an important question about the role of employee-custome...
Feb 21, 2023•31 min•Season 3Ep. 11
Johann Heinrich Pestalozzi, a Swiss educational reformer, is widely regarded as the father of modern education. Despite his relative obscurity today, Pestalozzi made major contributions to the field of education in the 19th century, pioneering new methods that were a stark departure from traditional European schools of the time. Pestalozzi emphasized real-world learning experiences and a student-centered approach to education, rejecting rote memorization in favor of group recitation and personal...
Feb 07, 2023•35 min•Season 3Ep. 10
In this CX Decoded podcast , Jim Tincher, founder, CEO and journey mapper-in-chief at Heart of the Customer and author of the book "Do B2B Better," discusses the importance of talking to customers after a transaction has taken place. He uses his experience as a product manager for health savings accounts to illustrate how a disconnect between the company's understanding of its customers and the actual customer experience can lead to high churn rates. He also addresses how to measure customer exp...
Jan 24, 2023•28 min•Season 3Ep. 9
Leonardo Da Vinci revolutionized the way people were painted during the Renaissance, and his "Mona Lisa" is the most famous painting in the world and is a cultural icon for beauty, in part due to what is usually described as her alluring and mysterious smile. What has made the "Mona Lisa" so popular for more than 500 years? It can be boiled down to one word: innovation. Da Vinci was an innovator his entire life. He saw possibilities everywhere. The painting is a culmination of his curiosity and ...
Jan 10, 2023•30 min•Season 3Ep. 8
