The Customer Experience Show
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Top 10 The Customer Experience Show Episodes
Goodpods has curated a list of the 10 best The Customer Experience Show episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to The Customer Experience Show for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite The Customer Experience Show episode by adding your comments to the episode page.
Elevate CX with a Human-Centered Approach with Lee Becker, SVP and GM, Public Sector at Medallia
The Customer Experience Show
02/16/22 • 43 min
This episode features an interview with Lee Becker, SVP and GM of Medallia’s Public Sector. In this episode, Lee talks about the federal government’s cross-agency initiative to improve CX, shares advice for managing CX across several departments, and explains why a human-centered approach sets the stage for success.
Quotes
“We are elevating the human experience of government by putting people's voices at the center of decision making. That is really at the core of what we do. This element of placing the people's voices at the center of everything is something so profound because it’s the missing piece.”
“I think customer experience sometimes can be seen as an audit function, and we've got to make sure it doesn't become that. Customer experience should be seen as a core enabler for everything that organization is doing. It cannot be seen as this special thing off to the side.”
“We actually make sure that the changes we’re making are not just a copy-and-paste. It’s not just a, ‘Hey, we're going to keep the same process and we're going to slap technology on it, and boom, here's our modernization.’ Let's actually take a step back. Let’s make sure that we're putting the people's voice at the center of everything.”
Time Stamps
*[:19] Lee’s journey from Department of Defense to Medallia Public Sector
*[3:08] The scope of Medallia Public Sector’s mission
*[9:09] Team building and organization
*[14:09] Creating a CX focused culture
*[21:27] Cross-department communication and alignment
*[25:41] Tackling complex pain-points
*[34:38] Bigges lessons Lee’s learned in the Public Sector
Bio
Lee Becker is a Navy veteran with more than 20 years of experience in regulated industries and the public sector. Lee joined Medallia in 2020, after spending 10 years at the U.S. Department of Defense in various strategic and operational roles. This included the development of award winning programs in customer, patient, and employee experience at the Department of Veterans Affairs, Department of Defense, and co-leading the White House cross-agency goal on customer experience for all of government.
Thanks to our Friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.
Links
A Delightfully Simple Customer Experience with Carol Carpenter, CMO at VMWare
The Customer Experience Show
01/26/22 • 43 min
This episode features an interview with Carol Carpenter, CMO at VMware. In this episode, Carol talks about understanding your end user, how CX encompasses what customers see, think and feel, and how to enable customer success through a delightfully simple experience.
Quotes
*”I define customer experience here at VMware as what do we make our customers see, think and feel? What do they see, think, and feel as they experience the company, our products, our people, our support? How do they feel in that entire realm of experience? And that's why customer experience is much more than just a function.”
*”We're in a multi-cloud world. 70 to 80% of businesses are using more than one cloud. As a company, part of our brand promise here at VMware is we're going to simplify and help you decomplexify all the things you need to do across your application and infrastructure stack. It's pretty complicated when you have multiple clouds, you have multiple solutions. And our goal was to be the Switzerland, and frankly, the connectivity to help companies transform and move to the cloud and take advantage of all the cloud offers. So long way of saying that at VMware, we're looking for, how do we create the simplification? How do we make it so that customers have the security, the management, the resiliency, and the ability to move fast?”
*”At VMware, we're really committed to communities. A lot of people don't realize we actually have several open source projects. We have the founders of Kubernetes as part of our team. So we believe in the communities and the bottoms up approach, and that's a different type of experience and engagement that's required. So that's also an area where, as CMO, I have some influence and work with those teams pretty closely. Cause you can't market to those communities. You need to engage with them.”
Time Stamps
*[3:13] Carol’s journey to CMO at VMWare
*[12:08] How to stay ahead of the curve on CX
*[15:30] Partnering with customers to drive innovation
*[22:17] Advice for navigating change as a leader
*[27:07] Deciding what CX initiatives to pursue
*[28:29] Building trust with customers
*[30:25] Getting a 360° view of your CX
*[40:38] Predicting the future of CX
Bio
Carol Carpenter joined VMware in June 2020 as Chief Marketing Officer. As CMO, Carol is responsible for leading all aspects of the Global Marketing organization, which includes Corporate Marketing, Partner, Segment and Field Marketing. She brings to the role more than 25 years of technology sector experience. Most recently, she was Vice President, Product Marketing at Google Cloud.
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here
Links:
Designing CX for Every User with Jennifer Lang, VP of Customer Experience, Innovation & Insights at TD Bank
The Customer Experience Show
08/04/21 • 51 min
This episode features an interview with Jennifer Lang, VP of Customer Experience, Innovation and Insights at TD Bank. Over her six years at TD Bank, Jennifer has focused on understanding the TD customer experience and how to improve it. In this episode, Jennifer shares the importance of having different perspectives at the table, applying universal design to CX and setting a long-term CX strategy during a period of great change.
Quotes:
“Our work is multidisciplinary. And to be able to excel, we need different perspectives. We are deliberate in making sure we not only have a diversity of cultures, but a diversity of thought and experiences. Then you have to actively ask for different perspectives in your meetings and be okay when people don’t agree with you because it will help you get to a better outcome.”
Time Stamps:
[1:20] Intro
[2:08] Interview begins
[2:57] Background on CX at TD Bank
[8:31] Building a diverse team
[16:20] Accessibility as part of CX
[25:43] Getting company buy-in on investing in CX
[29:13] The secret sauce of great CX
[32:06] The future of CX at TD
[35:40] Recovering from a mistake
[38:52] How COVID has affected consumer behavior...for the better
[44:54] How to expand your brand through proactive outreach
[47:39] Lightning round of questions
Bio:
Jennifer Lang began her career working on the research-supply side at Compass Research and Ipsos. She then switched over to the client side, working on CBC's research team for 10+ years, where she ultimately became Chief of Staff for the Office of the Executive Vice President. Jenn is currently Vice President at TD Bank and oversees the Customer Insights and Experience department, Customer Journeys, and Diversity.
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here
Links:
Why CX is Here to Stay with Jennifer Zamora, Senior Director of Global Customer Experience & Commercial Excellence at Dow
The Customer Experience Show
07/21/21 • 47 min
This episode features an interview with Jennifer Zamora, Senior Director of Global Customer Experience and Commercial Excellence at Dow. Jennifer has spent more than 20 years at Dow, serving in everything from pricing and sales to her current role in customer experience. We talk with Jennifer about getting senior executives on board with customer experience initiatives, improving the company’s response to complaints, and why the role of CX is here to stay.
3 Takeaways:
*Creating change within a company cannot be done by one person. It requires a network of relationships that will help with that transformation.
*Sometimes all it takes to start the process of moving up is curiosity and the courage to volunteer yourself.
*Changes take time and discipline to come to fruition.
Key Quotes:
*“By improving in specific pain point areas where customers have told us, ‘We're frustrated,’ we could see significant improvements in CXI. By staying the course and improving in those specific areas, we were finally able to show the correlation between CX, revenue, and our variable standard margin.”
*“I moved up pretty quickly in my career at Dow. And while I felt good being recognized for my work, I realized that I never had the chance to fully deliver something. So there is balance to moving up while also delivering within that role and making an impact.”
*“We are highly matrixed so there are lots of silos of different people focused on different priorities and scorecards. I would say that CX has really helped bring a visual to why a single scorecard or an aligned scorecard is so critical for us for the future.”
Bio:
Jennifer Zamora’s 20-year career with Dow includes a variety of customer service, financial, and marketing management roles, including assignments in Michigan and Dubai, United Arab Emirates. In her current role, Jennifer is accountable for establishing and deploying the long-term CX strategy and disciplines, which includes implementing the customer listening process, institutionalizing a Customer-Centric culture across Dow, and defining and implementing Dow’s transformative customer distinction model and journey-mapping practices. She also ensures alignment and collaboration between the EX and CX practices inside Dow.
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here
Links:
Elevating Every Employee: The Key to a Remarkable Customer Experience with Sharon Mandell, SVP & CIO of Juniper Networks
The Customer Experience Show
05/13/21 • 42 min
Sharon Mandell, Senior Vice President and CIO of Juniper Networks, joins Phil to discuss why every employee who touches the product impacts the customer experience, the benefits of being a customer of your own company, and how AI can free up employees to offer better customer care.
3 Takeaways:
- Elevate each team member to do their best work, because they all influence the product and therefore the customer experience.
- Take care of the company’s basic needs so you can focus more time on customer needs.
- Stay connected to every level of employees to understand how each one is adding to the success of the whole.
Key Quotes:
- “I think if you're a great CIO, you work your way out of a job in many ways, because you get your team to the level where they're really doing all the work.”
- “Often you'll come into an organization and you'll hear tussles over who owns the system. We don't, no department owns anything. And if somebody new comes in here tomorrow, they might decide that system's not valuable and want to put in a different one. So if your self-worth comes from the tool itself or the particular deployment, or exactly how something gets done, you're probably focused on the wrong area.”
- "No matter what label they put on you, as you climb up the ladder and you get a C in front of your name, you maintain your humility. Be willing to get down in the weeds with anybody, because the minute you lose your connection to where the real work is getting done, I think you lose your people."
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.
Bio:
Sharon Mandell is the Senior Vice President and Chief Information Officer leading Juniper’s global information technology team. In this role, she leads the ongoing enhancement of the company’s IT infrastructure and applications architectures to support the growth objectives of the company. She and her team are also responsible for showcasing Juniper’s use of its technologies to the world.
Embracing Risk and Seeking Out Your Most Difficult Feedback with Tom Karinshak, Chief CXO at Comcast Cable
The Customer Experience Show
02/23/21 • 48 min
In his 10+ years at Comcast Cable, Tom Karinshak has helped craft great customer experiences in both the digital and in-person worlds. On this episode, he tell us his secrets to crafting a great CX, and how he thinks about innovation and the future of customer experience.
3 Takeaways:
- Employee experience is a key to unlocking and improving customer experience. Your employees are the face of your company, and the key to customers having a great interaction.
- CX leaders need to embrace customer feedback - and have thick skin. In order to prived the best experience, you need to be willing to hear the worst feedback.
- It's not enough to play it safe. Customer experience leaders need to be willing to lead out front, even when it's risky, because consumer expectations are always increasing.
Key Quotes:
- “We operate in an incredibly dynamic and competitive marketplace. There are a lot of choices that are out there for our customers...and we recognize that and that's why we work so hard.”
- “Guess what? If the employees have the best tools possible, they can focus on the customer experience when they need to and how they're creating that when they're providing customer service. Because of that, I don't have them having to worry about, some of those other things that decrease work productivity."
- "As a CX leader, you have to immerse yourself in those experiences. You have to get others to immerse yourselves in those experiences."
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.
Bio:
Tom Karinshak serves as Executive Vice President and Chief Customer Experience Officer for Comcast Cable. In this role, he oversees all of customer experience including customer care strategy and operations, phone, chat, and social media agents, and field operations strategies and teams, working together to ensure we deliver a simple, consistent, and excellent customer service experience each and every time. Tom and his team also oversee employee tools and innovation, and the implementation of new and innovative digital technologies to meet and exceed our customers’ needs and expectations.
Tom joined Comcast in 2010 and has more than 25 years of leadership experience with multi-service providers and leading consumer brands. Before joining Comcast, Tom served as Managing Director and Customer Experience Director for Barclay’s Bank of Delaware, where he designed and built a top talent customer experience, marketing, and operations organization. Prior to Barclays, Tom was at AOL, where he held a variety of senior leadership roles across the marketing and operations departments.
He also served on active duty with the U.S. Army for over six years as a Combat Engineer Captain. Tom holds a B.S. in Civil Engineering from the United States Military Academy at West Point and an M.S. in Engineering Management from the Missouri University of Science and Technology.
Driving The Music Business Forward with Joey Scoleri, Head of Industry Relations, Live Nation
The Customer Experience Show
02/10/21 • 38 min
Episode Notes:
Something that is extremely important when it comes to relationships is really knowing who you are working with. Joey understands that working in the concert business, a lot of what goes on is about the customer, but he also knows that a large part of his job is working with many of Live Nation’s partners and different stakeholders.
3 Takeaways:
- Rejection is something that happens, and it’s okay. It’s very important to know and understand that if you know you are okay with rejection you will have more of a chance to succeed.
- Don’t forget to be happy. Everyone wants to be successful in their job, but in reality, being happy is the definition of success.
- When you talk to a customer or a client like they are a real person, just from that alone you have already got their attention because you’re treating them like they are a real person and they matter.
Key Quotes:
- “There are so many things that go into putting on an event of any sort, not just concerts, whether it's insurance, whether it's liability, whether it's logistics, whether it's the security that no one ever thinks about it, they just come to the event and not that they think it just magically appeared, but at times it seems like it just magically appeared, but make no mistake, there is a ton of work that goes into it”
- “The [customer] asks you the question what's going on because you've said to them, I'm not having a great day. So now you've basically made yourself vulnerable. That’s authentic...Now. All of a sudden, in a matter of 15 seconds, my bond with you was strengthened exponentially."
- "The more you meet people and the more you treat them just like people and the more you cheat, look at them to see who they are, the more real and rewarding that interaction can be."
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.
Bio:
Joey Scoleri is currently Head of Industry Relations for Live Nation Canada. He creates marketing strategies which promote and co-brand superstar artists along with newer talents to connect directly to fans through Live Nation’s vast array of direct and partner fan connection channels. Joey has worked on tours with U2, Jay Z, Madonna, Coldplay, Aerosmith, The Weekend, One Direction, and many more. Prior to this Joey spent 12 years at The Disney Music Group working with artists such as Queen, Jonas Brothers, Miley Cyrus, Hilary Duff, Rascal Flatts, and more in his capacity as VP of promotion and sports marketing. Joey also worked at Elektra Records and steered campaigns from artists including Metallica, AC/DC, and Motley Crue. Before moving into the management side of the music business he spent 10 + years as “Joey Vendetta” at Q107 Radio in Toronto as Program Director, Afternoon Drive Host, and as a National Television Personality for many years.
Improving Patient Outcomes through CX Transformation with Scott Murray, CXO of Collective Health
The Customer Experience Show
11/03/20 • 28 min
Something that we stress on this show is that customer experience matters. Scott is so focused on outcomes and driving real impact because when you’re dealing with people’s health, you can’t afford to get it wrong. For Scott, a good customer experience isn’t just an NPS score or a customer satisfaction number, it’s a healthy patient.
3 Takeaways:
- It's important to remember that the customer is an actual person and not just a piece of data.
- Great CX leaders really care about their customers, and that relationship begins early in their careers.
- When you embrace your customer, you represent their interests, and you aren’t content to simply stick a bandaid or a happy face on their pain points.
Key Quotes:
- “The voice of the customer is really important. How you pull the voice of the customer from your frontline people that are talking to members every single day - those insights - all the way through your product and your technology, that then starts to really shape your overall experience.”
- “We follow a very disciplined operational excellence plan. We have quality assurance coaches that listen to the calls and we look for common themes out of those calls."
- "Embrace the customer, embrace your teammates. If you take care of your people, they will take care of your customers."
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they've created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.
Bio:
Scott Murray is the CXO at Collective Health. He spent 15+ years at eBay where he was most recently Vice President of Customer Service Technology Solutions. He played a key role in expanding their operations in Utah and co-led the transformation of eBay’s global customer service with a focus on improving the customer experience while decreasing costs annually. Scott attended the University of New Mexico where he studied Business Administration.
Navigate Cultural Changes with Ease with Sarah Quinn, VP of Global AI/Digital/CX Sales at TELUS International
The Customer Experience Show
03/30/22 • 48 min
Sarah Quinn, VP of Global AI/Digital/CX Sales at TELUS International, shares fascinating insights from an impressive career working with household-name brands - from McDonald’s to J. Crew, to Airbnb, and more. In this episode, Sarah discusses how successful (and not-so-successful) brands navigated significant past changes in public behavior, plus why CX teams should embrace AI to avoid irrelevancy.
About The Guest:
Sarah Quinn is the VP of Global AI/Digital/CX Sales at TELUS International and previously has provided a broad range of strategic consulting services for Fortune 500 companies and more. Sarah began her career as a Direct Marketing superstar, going on to become a proven high-impact turnaround sales strategist in the B2B and B2C enterprise space, helping increase both her employer's and client's bottom line.
Key Quotes:
“It's not what people like that's the most important. It's what they don't like that might be the most important...When people love you, they love you. Like political parties, if I'm a Democrat or Republican, I'm going to vote one way or the other. It's easy to find people firmly on this side or that side, but it's not easy to find people that might go on either side. That's also a part of a marketer's struggle. To understand what they don't like, to me, is as important as what they do.”
“When I say the comment, ‘The customer's always right,’ we know they're not always right. But, it's how do you make them feel like you hear them and you understand, and how do you sway them to maybe understand they're not right?”
“If the last two years didn't prove to marketers that you just can't depend on the environment or history or anything, then I don't know what will. Those that come to the top will come to the top, and the two words I keep saying are agility and flexibility.”
Time Stamps:
*[1:15] Sarah’s role at TELUS International
*[3:50] Biggest changes in CX from the past decades
*[6:33] Tools for getting to know your customer better
*[14:57] Outdated CX techniques
*[16:438] Times regression-modeling worked wonders
*[20:57] What’s next for TELUS International
*[21:49] The future of CX trends
*[26:50] Engaging across generations with the same message
*[35:40] Advice to staying agile and flexible during cultural change
Links
Thanks to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.
The Importance of a Building a Meaningful Customer Relationship with Customers with Martha Boudreau, the Chief Communications and Marketing Officer at AARP
The Customer Experience Show
03/04/22 • 37 min
We hear so much about the importance of strategic communications, but what does that really mean? Martha Boudreau, Chief Communications and Marketing Officer at AARP, helps bring strategic communication to life through relatable stories and concrete examples. Hear her explain what it means to become your customer’s wisest friend and fiercest defender - a core mission to Martha’s team at AARP. You’ll hear some of her globally-recognized insight into topics like aligning strategies, empowering employees, and much more.
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Key Quotes:
“We have to be where everybody is, offering up the same kind of content to everyone - whether it's a mailbox, a digital platform, or through our app. That is an obligation. What it means from a customer experience standpoint, is that it all has to work together. It has to be a sort of an omni-channel experience.”
“For other brands, especially brands that were not created in the digital world, there can be no time to wait. You have to adopt different platforms, but first, you have to have a serious look at who your consumers are and know that moving forward, there will be no excuses for delivering anything that's not a great consumer experience. You know what? Maybe, you never get it perfect - but you create processes whereby you can fix things as you move through.”
“Being able to truly listen and then act on the input makes sense for the mission, and for the business model of the organization. That's essential. You can't satisfy everyone, but you can make sure that your processes are top notch, and that you're delivering what your brand promises.”
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Time Stamps:
*[:15] Martha’s role at AARP
*[3:20] How listening to customers benefits CX
*[7:50] Aligning CX strategies across multiple departments
*[12:20] Why customer experience is employee experience
*[15:48] Martha’s go-to tools for productivity
*[19:05] Responding to negative customer feedback
*[22:00] AARP’s Virtual Community Center
*[25:40] The future of CX
*[29:17] Lightning round
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Links:
- Connect with Martha on LinkedIn
- Follow Martha on Twitter
- Connect with Phil on LinkedIn
- Follow Phil on Twitter
Thanks to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.
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FAQ
How many episodes does The Customer Experience Show have?
The Customer Experience Show currently has 28 episodes available.
What topics does The Customer Experience Show cover?
The podcast is about Marketing, Management, Podcasts, Technology, Digital, Business and Customer Experience.
What is the most popular episode on The Customer Experience Show?
The episode title 'The Importance of a Building a Meaningful Customer Relationship with Customers with Martha Boudreau, the Chief Communications and Marketing Officer at AARP' is the most popular.
What is the average episode length on The Customer Experience Show?
The average episode length on The Customer Experience Show is 42 minutes.
How often are episodes of The Customer Experience Show released?
Episodes of The Customer Experience Show are typically released every 14 days.
When was the first episode of The Customer Experience Show?
The first episode of The Customer Experience Show was released on Oct 10, 2020.
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