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
  • Make The Required Remarkable
  • Say What!
  • This Just Happened
  • Three Takeaways
  • What Are You Reading?

Episode 38: How Nespresso Nails the Customer Experience Lifecycle

How Nespresso accounts for every moment in the customer experience lifecycle, the death of cash, and the problem with introducing new technology to your CX.

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Episode 37: Why Customers Expect a Living Brand Experience

The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer’s experience is as important...

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Episode 36: The Role Messaging and Automation Will Play in the Future of Customer Service

Why direct messaging is crucial to the customer experience of tomorrow when a “free” cruise isn’t really free, and how a CEO reports to his employees.

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Episode 35: The Secret to a Great Retail Experience

We follow Joey around for a great day of customer experience including: a doctor’s visit that was actually fun, a visit to Bed Bath & Beyond that gave him...

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Episode 34: The Little Things You Can Do to Create Surprise and Delight

How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and...

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Episode 33: A Simple Way to Test Your Customer Experience

The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.

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