Latest Episodes

  • All Segments
  • Agree To Disagree
  • Book Report
  • Check Out This Number
  • CX Press
  • Dissecting the Experience
  • Experience Points Crossover Segment
  • Experience This Live
  • I Love It - I Can't Stand It
  • Listener Stories
  • Make The Required Remarkable
  • Redesign The Experience
  • Say What!
  • Start the Conversation
  • This Just Happened
  • Three Takeaways
  • What Are You Reading?

Episode 114 – What Are They They Thinking? Getting Inside Your Customer’s Mind

Join us as we discuss new ways to get inside your customer’s imagination, little details that help deliver big outcomes, and the excitement that comes from figuring out if...

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Episode 113 – Getting Customers Talking – For the Right Reasons

Join us as we discuss reading in darkness, servicing on video, and confusing your customers. Floating, Humanizing, and Infuriating – Oh My! [CX Press] Not Seeing is Experiencing Things...

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Episode 112 – Little Things Make a Big Difference in Customer Experience

Join us as we discuss a little touch that drew a lot of attention, the power of seeing someone’s face when they speak, and a viral sensation that brought...

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Episode 111 – Take the Mystery Out of CX By Connecting with Your Customers

Join us as we discuss the mysteries of mystery shopping, texting for help, and why channel switching is a good way to anger your customers. Mysteries, Queries, and Quandaries...

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Episode 110 – Creating Moving Experiences for People Who Are Moving

Join us as we discuss how to conclude a business relationship in a remarkable way, making it easy for your customers to comply with your contracts, and archaic interactions...

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Episode 109 – Enhancing the Experience with Efficiency and Effectiveness

Join us as we discuss using technology to know where to go, the move to telemedicine during the pandemic, and a framework for creating more content than you could...

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