Latest Episodes

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

Episode 83: Enhance the Experience by Making Customer Needs a Priority

Join us as we discuss why trying to enhance the experience might actually cause you to lose customers, how customers are affected after a corporate merger or acquisition, and...

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Episode 82: Make Sure Your Experiences are Accessible to ALL of Your Customers

 Join us as we discuss a restaurant designed to create an inclusive experience, the challenges of becoming an older customer, and how healthcare if failing the customers that need...

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Episode 81: Using Surprise and Delight to Transform the Customer Experience

Join us as we discuss the evolving role of the chief experience officer, a charity’s efforts to overhaul the donor experience, and a Thanksgiving treat for one bank’s customers....

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Episode 80: Using Unexpected Gifts to Create Lifelong Loyalty

Join us as we discuss how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming...

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Episode 79: Customers Like to Share Their Remarkable Experiences

Join us as we discuss: A plethora of positive customer experience stories, a debate about all of those subscription boxes, and a man who creates music on the fly....

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Episode 78: Using Artificial Intelligence to Support Your Customers

Join us as we discuss using AI to train your customer service reps, the internal path to entrepreneurial peace, and the ways one customer can positively and negatively impact...

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