Best Doing Cx Right Podcasts (2025)

1
Closing the Power Gap: How Approachable Leaders Build Stronger Teams with Phillip Wilson 42:19

4h ago42:19

42:19

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick is joined by Phillip Wilson, CEO of LRI Consulting and founder of Approachable Leadership, to explore why approachability is the true foundation of leadership. They dive into the three essential habits of approachable leaders, the transfor…

1
Make it Easy to Do Business 12:53

1d ago12:53

12:53

What does it really mean to make business easier for your customers? In this engaging exploration of practical customer experience strategies for small business owners, Jeannie Walters responds to Joe, a construction company owner wondering how to create smoother customer interactions. The journey begins with communication fundamentals—clear, proac…

1
#58: Interfaces that generate joy, with Dominik Angerer, Storyblok 20:44

1d ago20:44

20:44

Is it possible for enterprise marketing technology to actually spark joy? Or are we all just resigned to a future of clunky interfaces and frustrating workflows? Agility requires adaptable technology and empowered teams. It also requires a willingness to embrace new approaches and a focus on continuous improvement. Today, we're going to talk about …

1
188. How to Drive Strategic Growth with Customer Journey Orchestration | Bill Staikos 37:09

2d ago37:09

37:09

Many companies claim to put customers first. Yet when teams and technology don’t work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos…

1
Optimize with empathy: Gwen Hammes on turning behavior into brand impact 30:57

2d ago30:57

30:57

Episode web page: https://bit.ly/4fEzKXi ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- Episode summary:This week on Insights Unlocked, Nathan Isaacs sits down with Gwen Hammes, co-CEO of CRO…

1
#255: Fans Favorite: Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach 35:03

3d ago35:03

35:03

We deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today’s competitive market. We unravel the nuances of fostering meaningfu…

1
Challenges of Gaining CX Buy-In 16:01

8d ago16:01

16:01

Why do customer experience professionals still struggle to get buy-in from leadership—even in small organizations where alignment should be easier? This question from a listener in the UK captures a universal frustration faced by CX champions worldwide. The challenge isn't about company size or industry. Whether in healthcare, education, or corpora…

1
#57: Supply chain as competitive advantage with Salvatore Lombardo, Coupa 20:43

8d ago20:43

20:43

Is your supply chain a competitive advantage, or your biggest liability waiting to be exposed? Agility requires preparing for the unpredictable, especially when your brand’s ability to deliver hinges on global events that are entirely out of your control. In a world of political unrest, regulatory change, and natural disasters, the brands that win …

1
187. Why the 9-9-6 Workweek Trend in AI and Tech Demands Leader Attention Now | Stacy Sherman 13:27

9d ago13:27

13:27

A growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving? In this episode, Stacy Sherman …

1
Every (buying) decision is emotional with Talia Wolf 30:22

9d ago30:22

30:22

Episode web page: https://bit.ly/3Jjar14 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- Episode summary:In this episode of Insights Unlocked, host Nathan Isaacs sits down with Talia Wolf—foun…

1
#254 Winning Inside to Win Outside: The EX-CX Connection with Francesca Di Meglio 32:07

10d ago32:07

32:07

How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It’s a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation …

1
The Human Side of Retention: Why Compensation Alone Won’t Make People Stay with Greg Roche 52:34

14d ago52:34

52:34

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap, is joined by Greg Roche, founder of Retention Rewards and longtime Total Rewards leader. Today, we explore why people leave long before they resign, why counteroffers rarely work, and how simple, intentional conversation…

1
Keeping the Customer Visible 12:43

15d ago12:43

12:43

The delicate balance between business efficiency and customer needs sits at the heart of successful process improvement. When organizations focus solely on internal metrics like cost savings and scalability without considering the customer perspective, they risk creating short-term wins that ultimately damage loyalty and undermine long-term success…

1
#56: Building a global B2B marketing strategy with Sangeeta Prasad, Slalom 16:31

15d ago16:31

16:31

What’s harder—building a global marketing strategy from scratch, or educating your organization on why it matters in the first place? Today’s guest has done both—twice. Sangeeta Prasad is the Chief Marketing Officer of Slalom, a global business and technology consulting firm with $3 billion in revenue and a presence in over 40 markets. With three d…

1
186. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly (Replay) 19:12

16d ago19:12

19:12

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdat…

1
Conversion copywriting starts with customer research 31:18

16d ago31:18

31:18

Episode web page: https://bit.ly/45oE6gF ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- Episode summary: In this episode of Insights Unlocked, host Nathan Isaacs chats with Chris Silvestri, f…

1
#253: Fans favorite: Mastering Digital Transformation with Marcus Köhnlein 30:43

17d ago30:43

30:43

In this episode, we discuss the role of leadership in guiding these transformations and explore how customer experience is evolving in the digital age. About Marcus Köhnlein Partner at Tactical Management Partner at Quarero Marketing Accelerator Partner at Quarero AG Partner at Taskforce Solutions Ltd / 360workx GmbH Resources LinkedIn Top Voice : …

1
CX Pulse Check - August 2025 31:06

22d ago31:06

31:06

What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo …

1
#55: AI and small businesses with Aparna Khurjekar, Verizon Business 23:51

22d ago23:51

23:51

We're seeing a fascinating paradox: while everyone's talking about AI's impact on Big Tech, it's quietly revolutionizing small businesses. Is this a sign that SMBs are more agile and adaptable than their enterprise counterparts, or is something else at play? Agility requires not just adopting new technologies, but understanding how they fundamental…

1
185. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman (Replay) 29:03

23d ago29:03

29:03

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advo…

1
A magician's take on message testing and marketing clarity 35:34

23d ago35:34

35:34

Episode web page: http://bit.ly/472L2m0 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- What do magicians and marketers have in common? A lot more than you think. In this episode of Insights U…

1
#252: It’s Not Just Tech: Why People Drive Real Transformation with Bernd Ziethen 21:07

24d ago21:07

21:07

In this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without st…

1
Why Listening, Not Leverage, Is the Future of Labor Strategy with Michael VanDervort 41:38

28d ago41:38

41:38

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap, is joined by Michael VanDervort, a seasoned labor relations strategist and trusted voice in the employee experience space, to discuss how organizations can build extraordinary workplaces through better employee relations…

1
No One Cares About Your CX Metrics—Let's Fix That 10:17

29d ago10:17

10:17

Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals. This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down th…

1
#54: Building a world-class brand from scratch with Maria Winans, Kyndryl 25:29

29d ago25:29

25:29

What if rebranding wasn’t just about a new logo and tagline, but about transforming an 80,000-person company’s entire culture and strategy? What if brand became one of your most valuable tools for business reinvention? Today, I’m joined by Maria Winans, Chief Marketing Officer at Kyndryl. After nearly three decades at IBM, Maria took on the monumen…

1
UX for startups: MVP tips and common design mistakes 37:51

1M ago37:51

37:51

Episode web page: https://bit.ly/4kYTrdD ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode, we sit down with UX veteran and startup advisor Oksana Kovalchuk to explore the common…

1
#251: Fans favorite: Mastering the Art of Customer Experience: Insights from the CEO of the CXPA 29:41

1M ago29:41

29:41

Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and …

1
Gold Chains and Soap Bars: Female CX Bosses Revolutionizing Men's Brands 59:26

1M ago59:26

59:26

Kayla, Director of CX at Jackson, and Tess, Senior CX Manager at Dr. Squatch, discuss designing customer experience for men's brands. They challenge misconceptions about male consumers, highlighting their engagement and care for product quality. The episode explores strategies for building community, gathering customer feedback, and educating consu…

1
Customer-centric? Or just talk? 13:32

1M ago13:32

13:32

What does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You’ll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and…

1
#53: Creating brands and categories in regulated industries, with Kristin Russel, Symplr 23:50

1M ago23:50

23:50

Can a brand in a highly regulated industry stand out without stepping outside the lines? Today we’re going to talk about how to create memorable brands and even new categories—within established and often highly regulated sectors like healthcare technology. To help me discuss this topic, I’d like to welcome Kristin Russel, Chief Marketing Officer a…

1
184. The Science of Loyalty: Measuring Trust in Customer Relationships | Joe Folkman (Replay) 34:06

1M ago34:06

34:06

Stacy Sherman and psychometrician Joe Folkman dive into the crucial topic of measuring trust in business and leadership. They reveal an innovative approach using anonymous 360-degree assessments to accurately gauge trust levels. Learn why self-perceptions often differ from others' views, and how gender and organizational roles impact trust ratings.…

1
Why trust drives great customer experience with Mark Slatin 26:21

1M ago26:21

26:21

Episode web page: https://bit.ly/4eZNwDS ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- What does it take to consistently deliver exceptional customer experiences? In this episode of Insights…

1
#250: Jumpstart Your Workplace Culture 22:33

1M ago22:33

22:33

What does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you’ll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Cul…

1
How PMC's Michael Trevino Transforms Military Leadership Into HR Success 50:13

1M ago50:13

50:13

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap is joined by Michael Trevino, a Human Resources Manager for Parking Management Company (PMC), to discuss what really happens when you trade your uniform for a suit. What You’ll Learn: How to effectively translate military…

1
Surprise, Delight, or Just Get It Right? 11:03

1M ago11:03

11:03

Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX’s biggest myths: that delight always wins. Many brands, especially in B2B, utilities, or financial services, build trust not through flashy moments but through consistent, dependable service. We explore ho…

1
#52: Navigating the effect of AI on marketing jobs and the job market with Sue Keith, Landrum Talent Solutions 19:09

1M ago19:09

19:09

This episode is brought to you by Landrum Talent Solutions, a national recruiting firm specializing in marketing and HR positions. Our guest today has been keeping us up to date with the current state of hiring for marketers on a quarterly basis, which has taken us on quite a roller coaster ride. Today we’re going to look at how marketing and commu…

1
183. The Best of Seth Godin on Doing CX Right®‬ 14:53

1M ago14:53

14:53

Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal wh…

1
Why shopper behavior is changing and what brands can do with Devora Rogers 19:44

1M ago19:44

19:44

Episode web page: https://bit.ly/3U80YeU ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, Devora Rogers, Chief Strategy Officer at Alter Agents and co-auth…

1
#249: Fans favorite: Leading a Human-Centric Digital Transformation 29:20

1M ago29:20

29:20

In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be ena…

1
Everywhere All at Once: Mastering CX Across Channels | Wyze & Olly | Ep 4 1:01:26

2M ago1:01:26

1:01:26

Logan Dunn, Head of E-Commerce at Wyze, and Jennifer Peters, Director of D2C at Olly Vitamins, discuss the challenges of managing customer experience across multiple sales channels. They explore the complexities of warranty claims, inventory management, and customer data integration. The conversation delves into the effectiveness of direct mail mar…

1
The Customer Experience World Games 2025 with Tom DeWitt 10:04

2M ago10:04

10:04

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to s…

1
CX Pulse Check - July 2025 26:41

2M ago26:41

26:41

When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitalit…

1
#51: Readying an AI-augmented workforce with John Munsell, Bizzuka 24:06

2M ago24:06

24:06

Everyone listening that is already in the workforce, from entry level positions to leaders has had to learn at least a little bit about AI over the last few years. But what are we teaching college students about how AI will impact their work, and more importantly, what should we be teaching them? Today we’re going to talk about helping companies sc…

1
182. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb (Replay) 31:46

2M ago31:46

31:46

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…

1
How empathy in marketing can unlock your brand’s higher purpose 33:10

2M ago33:10

33:10

Episode web page: https://bit.ly/4lcY2tG ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- What does it take to make marketing truly meaningful? In this episode of Insights Unlocked, we sit down…

1
Evolving Personalization: The Secrets to Staying Ahead in CX 22:53

2M ago22:53

22:53

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOAL…

1
Why the Godfather of CX Says Employees Matter More Than Customers with Bruce Temkin 44:42

2M ago44:42

44:42

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap is joined by Bruce Temkin, Chief Humanity Catalyst at Temkinsight and the host of the Humanity at Scale podcast, to discuss how organizations can create more meaningful employee experiences through better leadership pract…

1
#50: REPLAY: Data-driven decision-making in B2B marketing and sales with Kunal Mangal, Verizon Business Group 28:46

2M ago28:46

28:46

Making intelligent decisions is critical for all businesses, but relying on good information is becoming more critical than relying on what worked yesterday. Today we’re going to talk about data-driven decision making in B2B marketing and sales. I’d like to welcome Kunal Mangal, Associate Director of MarTech Strategy at Verizon Business Group, who …

1
181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough 29:53

2M ago29:53

29:53

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer…

1
Winning with zero-click marketing starts with customer empathy 49:22

2M ago49:22

49:22

Episode web page: https://bit.ly/4lhHPCW ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, Rand Fishkin, co-founder of SparkToro and marketing industry icon…

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