The Customer Experience Show | Podcast on Podbay

The Customer Experience Show

Caspian Studios

In customer-centric organizations, there is often a visionary leader who drives the customer experience -- regardless of their title. Whether you're an executive in marketing, IT, sales, service or HR -- you need to build smarter customer experiences. It is your job to drive innovation, foster trust, inspire loyalty and demonstrate value to your customers. This podcast will help you do it. Each episode shares the vision and story of a leader who created innovative -- and unexpected -- ways to empower their employees and delight their customers.

Navigate Cultural Changes with Ease with Sarah Quinn, VP of Global AI/Digital/CX Sales at TELUS International

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.

Mar 30, 2022

48 min

The Importance of a Building a Meaningful Customer Relationship with Customers with Martha Boudreau, the Chief Communications and Marketing Officer at AARP

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.

Mar 4, 2022

37 min

Elevate CX with a Human-Centered Approach with Lee Becker, SVP and GM, Public Sector at Medallia

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.

Feb 16, 2022

43 min

Refreshing your CX with Scott Finlow, CMO for the PepsiCo Foodservice Division

This episode features an interview with Scott Finlow, CMO for the PepsiCo Foodservice Division. In this episode, Scott talks about creating centers of excellence within a large company, operating with a digital-first mindset, and catering to experiential consumers.

Feb 2, 2022

37 min

A Delightfully Simple Customer Experience with Carol Carpenter, CMO at VMWare

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.

Jan 26, 2022

43 min

CX as Your Sacred Duty with John Boerstler, CXO at the U.S. Department of Veterans’ Affairs

This episode features an interview with John Boerstler, Chief Experience Officer at the U.S. Department of Veterans’ Affairs. In this episode, John talks about improving trust ratings, journey mapping, and reaching underserved communities.

Nov 3, 2021

44 min

Digital Access for All with Howard Pyle, Founder of ExperienceFutures.org

This episode features an interview with Howard Pyle, founder of ExperienceFutures.org. In this episode, Howard talks about the true meaning of digital equality, front-end experience automation, and why there will never be a single solution suited for all users.

Oct 20, 2021

51 min

The Wide Open Road to CX Transformation with Kristi Langdon, Head of the Customer Experience Team at Daimler Trucks North America

This episode features an interview with Kristi Langdon, Head of Customer Experience at Daimler Trucks North America. In this episode, Kristi talks about setting employees up for successful delivery of the customer experience, the importance of connecting every employee with your end customers, and how CX actually starts with LX, or leadership experience.

Sep 29, 2021

53 min

Convincing Customers to Take the Plunge into New Tech with Toby Thorne, Head of Customer Care at bp pulse

This episode features an interview with Toby Thorne, Head of Customer Care at bp pulse. In this episode, Toby talks about how social media has put the pressure on to create a flawless customer experience, translating feedback into insights and action items, and managing customer hesitancy on adopting new technologies.

Sep 15, 2021

45 min

Creating a Moment of Joy with David Duncan, Owner & CEO of Silver Oak Cellars and Andrea Robinson, Master Sommelier

This episode features an interview with David Duncan, Owner & CEO of Silver Oak Cellars and Andrea Robinson, Master Sommelier. In this episode, they talk about cultivating traditions, meeting guests in the moment, and being the ambassador to a joyful experience.

Sep 1, 2021

47 min