A resource for customer experience (CX) and experience management (XM) professionals.
Subscribe on Apple Podcasts Listen on Spotify Listen on Stitcher Listen on Stitcher Listen on YouTube

Latest Episode

Don't Forget Your Invoice

Don't Forget Your Invoice

Released: March 19, 2024 • Episode #308

There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an example of a company dismissing customer feedback that identified invoicing as a pain point. So why do companies often adopt this mentality? Host Pat Gibbons welcomes Philip Rürup, founder and CEO of troy, a customer experience focused collections company based in Germany, for a discussion on why CX professionals often overlook the payment process, and why it's worth their attention.


Visit the episode page

Recent Episodes

The Empathetic Frontline

More details

Released: March 12, 2024 • Episode #307

Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? Host Sara Walker welcomes Victoria Stephens, director of client and payment experience at Flywire, a global payment software company, and a CXPA 2023 Emerging Leader award winner, for a discussion on equipping frontline employees for customer experience success.

Listen to this episode

The Data that Drives Change

More details

Released: February 27, 2024 • Episode #305

If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring into action to fix whatever it was that caused the less than stellar review. Customer insights can be a powerful change agent, so leveraging feedback can be a great way to influence change within your company. What if we had some advice from someone on the operations side of the business; people who are responsible for implementing the changes that CX leaders suggest? Host Pat Gibbons welcomes Darren Byrne, vice president of global professional services at Wolters Kluwer, a global software solutions company, for a discussion on how CX feedback can be a driver of change within an organization.

Listen to this episode

Products for Your Customers

More details

Released: February 20, 2024 • Episode #304

It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been for several versions can cause confusion and frustration. So it’s important to understand customers’ needs and communicate those needs to product designers. Host Sara Walker welcomes Naina Tahnilramani, a senior customer experience manager at Intuit and winner of the 2023 CXPA Emerging Leaders Award, for a discussion on the customer experience when launching new or updated products.

Listen to this episode

AI: The CX Power Tool

More details

Released: February 13, 2024 • Episode #303

Ever see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that with A.I. - people pecking and swarming at you to try and integrate it into your business in any way possible. And many CX pros are feeling pressure to find ways of incorporating artificial intelligence into their programs. So how can we approach this technology in a way to have it meaningfully contribute to our CX efforts? Host Pat Gibbons welcomes back Mike Miserendino, founder and president of GravityDrive, an experience design consultancy group, for a discussion on how customer experience professionals can take an objective approach in effectively incorporating A.I. into their CX programs.

Listen to this episode

Becoming Customer Obsessed

More details

Released: February 6, 2024 • Episode #302

Chances are, if you're a regular listener to this show, you at the very least have a healthy respect for customer experience and the value it brings to your organization. But there are a few brands out there that have a following like none other brands like Apple, Costco, Trader Joe's, Chick-fil-A, and, one of our host's personal favorites: Chewy, the online pet supply retailer. These companies are obsessed with customer experience, but what does that mean? And how can you get your company to adopt that mindset? Host Pat Gibbons welcome Marbue Brown, founder of The Customer Obsession Advantage and author of “Blueprint for Customer Obsession,” for a discussion on his new book and why companies need to engage personally, deliver exceptionally, and connect emotionally to their customers.

Listen to this episode

Browse all episodes