Best CX Loop Podcasts (2025)

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188: Customers Want to Buy, Not Be Sold with Geoffrey Reid 28:50

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4h ago28:50

28:50

Host: Tony JohnsonGuest: Geoffrey Reid Author: The Revenue Catalyst: Mastering the Art of Sales In this episode, I sit down with Geoffrey Reid, a globally recognized sales leader with a rare blend of academic depth and real-world execution. Geoffrey's journey from public policy and mediation to sales leadership gives him a unique lens on how sellin…

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Ep. 259 | Rachel Bicking: Customers' First Micro-Frustration Makes or Breaks the Next Purchase 45:06

20d ago45:06

45:06

Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discouraging first-time customers from returning? Today's guest, Rachel Bicking, EVP of Innovation at Kobie Marketing, says that after a slightly negative first trip, customers are 80% less likely to return. Kobie—a t…

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187: The Thanksgiving Check-In: Winning the Last Mile of 2025 26:31

30d ago26:31

26:31

As the year winds down and the holiday rush kicks into high gear, leaders face a critical question: Are you coasting… or closing? In this Thanksgiving-themed leadership check-in, I break down how to keep your team sharp, energized, and aligned during the toughest stretch of the year while positioning your organization to win in 2026. Whether you le…

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186: How Humans in the Loop + Good Data Create AI Success with Kevin Dean 28:12

1M ago28:12

28:12

Artificial Intelligence is changing everything about customer service and leadership, but only if we use it wisely. In this episode, I sit down with Kevin Dean, Founder and CEO of ManoByte, who's been leading AI-driven business transformation since 2007. Kevin and I dig into what it really means to combine AI and humanity to create better experienc…

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Ep. 258: Charlon McIntosh & Melissa Pint | Accountability is the Product at Frontier: "We Didn't Do Interesting. We Did Effective." 47:35

2M ago47:35

47:35

Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy? Charlon McIntosh, Chief Customer Operations Officer, and Melissa Pint, Chief Digital Information Officer, both joined Frontier Communications on the same day in 2021. At the time, Frontier faced both bankruptcy and a reputatio…

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Ep. 257: John Finley | Stop Chasing Surveys: How to Earn the Next Customer Choice 13:56

2M ago13:56

13:56

Episode 257: How do you earn the next banking customer's loyalty, one moment at a time? Focus on what customers choose, and why. According to John Finley, head of marketing, technology, and innovation at BMO, a bank operating across North America, customer loyalty shifts with context. His team takes signals—what customers say—and wires them back in…

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185: Is Your Hospitality a Horror Show? 24:16

2M ago24:16

24:16

Some hospitality experiences are so bad, they could star in their own horror movie. In this Halloween special, we pull back the cobwebs on the five scariest mistakes that haunt businesses everywhere - from ghosted guests and zombie employees to haunted processes and cursed consistency. Discover how to bring your hospitality back from the dead by re…

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184: Conquering Your Fear of AI and Jumpstarting Innovation in Your Business With John Kim 24:21

3M ago24:21

24:21

Great customer service should be helpful, proactive, and built to solve problems, not create new ones. In this episode, I sit down with John Kim, Co-Founder and CEO of Sendbird, the customer communications platform powering more than 4,000 of the world's most popular digital applications and connecting over 320 million people every month. John shar…

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Ep. 256: Mike Milliron | "We Made It Cool to Care": From CX Resistance to Results 11:39

4M ago11:39

11:39

Episode 256: What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard. At IMG Academy, a private sports academy and boarding school in Florida, Chief Operating Officer Mike Milliron led the launch of a centralized experience team. "Not interested," said everyone from athletics, academics, ath…

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183: Your Leadership Wake Up Call - 5 Lessons From Labor Day 20:20

4M ago20:20

20:20

This leadership wake up call will help you create your workplace of the future - where people want to be, not where they have to be. Labor Day isn't just a long weekend. It's an annual celebration of American workers. In this episode of the Customer Service Academy, I take a closer look at the history of Labor Day and the lessons it still holds for…

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Ep. 255: Jason Guardino and Karen San | How Turning 18 Can Break Your Relationship With Healthcare 20:54

4M ago20:54

20:54

Episode 255: One of healthcare's biggest blind spots? When patients turn 18. It's the moment they age out of pediatrics and fall headfirst into a system designed to prioritize older, sicker adults. Physicians, stretched thin, reserve energy for complex cases, giving young adults shorter visits and less attention. That means early signs of medical t…

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Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail 14:34

4M ago14:34

14:34

Episode 254: What if the future of AI in customer experience is built not by giant platforms but by small, reusable, open source AI agents? Gurdeep Pall, President of AI Strategy at Qualtrics, believes open, modular AI agents will outmaneuver big tech's locked-down systems. In this conversation from the X4 Summit, Gurdeep argues that "experience ag…

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182: Technology Enabled, People-Focused Customer Service With Matt Whitmer 24:44

5M ago24:44

24:44

Technology enabled, people-focused Customer Service With Matt Whitmer. In today's episode, we're thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships.…

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Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op's Return to Customer-Centricity 24:44

5M ago24:44

24:44

Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving. Desjardins is a 125-year-old financial co-op based in Quebec. It has deep community ties and a proud history. But that pride masked a painful truth: Members no longer saw it as customer-centric. The organization believed its cooperat…

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181: Designing Your Customer Experience Framework and Hospitality Blueprint 30:43

5M ago30:43

30:43

In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We'll explore: The power of a str…

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Ep. 252: Erin Wallace | The Data Doesn't Care How Good You Think You Are 11:43

5M ago11:43

11:43

Episode 252: Most CX maturity assessments ask how you think you're doing. This one demands proof. Erin Wallace, director of client engagement at MyCX from Bain & Company, is helping to lead a fundamental shift in how companies measure CX maturity. Most tools rely on perception-based self-assessments that reward self-promotion over progress. The Cus…

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Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA 38:44

5M ago38:44

38:44

Episode 251: In 2018, Dell set out to do something big: turn customer feedback into a system that could not only provide insights, but help set priorities and run the business. They had the data. They had the intent. But they made a compromise that many organizations settle on: Rather than enforce one unified approach to customer feedback, they all…

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Ep. 250: Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse 24:59

5M ago24:59

24:59

Episode 250: Comcast solved the age-old problem of how to make employee suggestions a powerful, reliable source of value-driving improvements at scale. Sean McEntire, Comcast's Vice President of Customer Strategy and Operations, explains how the Outer Loop channels every employee elevation—no matter how small—through a disciplined screen, assigns a…

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Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away 43:04

6M ago43:04

43:04

Episode 249: When "revenge travel" brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and revenue. Scott Taber, senior vice president of global hospitality, describes the Four Seasons philosophy: No points, no perks. Just great properties, individual recognition, personal service, and an emphasis on makin…

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180: How to Create Real Customer Connections with Doug Brown 30:38

6M ago30:38

30:38

In this episode, we're diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences. You'll learn why today's customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening yo…

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Ep. 248: Utibe Bassey | Restoring Power, Recharging Customer Experience 33:20

6M ago33:20

33:20

Episode 248: At Dominion Energy, keeping the lights on isn't just a priority—it's the single biggest driver of customer experience. But as customer expectations continue to evolve, the bar keeps rising. Customers don't just want to know when their power will be back, they want to know why it is out. And they expect that experience to be as seamless…

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Ep. 247: Mari Cross | These B2B Customers Don't Buy Features. They Buy Outcomes. 40:32

7M ago40:32

40:32

Episode 247: What if customers achieve real results—but don't know it? Most vendors sell functionality. Mari Cross wants customers to see impact—in their own numbers, in real time. Mari Cross, Chief Customer Officer at Infor, is dismantling a common illusion: that delivering software features equals delivering value. Infor sells enterprise resource…

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179: Balancing AI and Humanity in CX with Frederic Durand 23:11

7M ago23:11

23:11

Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom In today's episode, we're thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon…

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Ep. 246: Deon Nicholas | A Glimpse of the AI Future—It's Here Today 41:59

7M ago41:59

41:59

Episode 246: The AI future of customer service is already here—and it's better than most people think. In this episode, Deon Nicholas, President and Executive Chairman of Forethought, joins host Rob Markey to show us how some companies are already using AI to resolve customer issues end-to-end in ways we could barely imagine just a couple of years …

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Ep. 245: Eduardo Roma | When Effortless Digital Isn't Enough: Competing on Customer Relationships 31:37

8M ago31:37

31:37

Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator? Eduardo Roma, Global Head of Customer Experience Transformation at Bain, believes companies that spent years optimizing transactions and digitizing every interaction are now unprepared for what matters most: becoming…

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178: Hospitality That Makes Sun 'n Fun Soar With Gene Conrad 42:03

8M ago42:03

42:03

In this high-flying episode, we sit down with Gene Conrad, President and CEO of the Aerospace Center for Excellence and Sun 'n Fun Aerospace Expo in Lakeland Florida. Sun 'n Fun is one of the largest aviation events in the country and welcomes over 200,000 visitors annually. Key Takeaways: ✈️ Safety First – Safety is the primary focus for the airsh…

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177: Developing Coaches Who Get Results: Key Trends in Modern Leadership Training 21:10

9M ago21:10

21:10

In this episode of the Customer Service Academy Podcast, we explore the evolving world of leadership development and the critical traits every modern leader needs to succeed—empathy, adaptability, continuous learning, time management, and effective employee engagement. The workplace is changing—and so are the skills leaders need to thrive. We break…

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Ep. 244: Eric Almquist | The Value Experience: Why Adding Elements of Value Adds Company Value 13:12

10M ago13:12

13:12

Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making calculated trade-offs. In this special tribute show, we revisit our 2016 conversation with Eric Almquist, a former partner at Bain & Company, on the Elements of Value. This framework transforms how businesses un…

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176: Crafting Memory Making, Loyalty Building Theme Park Experiences 25:43

10M ago25:43

25:43

In this episode of Customer Service Academy, we take a deep dive into the evolving world of theme parks, desitnations, and attractions—and how you can ensure you are delivering loyalty-building experiences for yoru guests. As customer expectations continue to change and evolve, theme parks, resorts, and destinations must innovate to remain competit…

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175: Supercharge Your Business with AI-Driven Customer Service 29:31

10M ago29:31

29:31

AI and hyper-personalization are revolutionizing customer experience (CX) in 2025. Customers expect more than just good service—they demand tailored, predictive, and frictionless interactions across every touchpoint. This will help you grow your business, improve your results, and retain your customers. So, how can businesses keep up? In this episo…

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Ep. 243: Cutler Andrews | When an 8% Donor Base Funds a University: Unlocking Hidden Alumni Engagement Opportunities 35:17

11M ago35:17

35:17

Episode 243: At Emory University, 99% of donations come from just 8% of donors. It's a small alumni minority funding almost the majority of the university. This raises a big question: How do you cultivate loyalty among everyone else? In this episode, Emory's Chief Experience Officer, Cutler Andrews, describes how they're dismantling silos—by mergin…

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174: Meeting People Where They Are to Drive Influence With Jesse Hernandez 24:20

11M ago24:20

24:20

This week we welcome Jesse Hernandez into the studio. Jesse has experience as a leader in the construction space, where he learned to meet people where they are in their journey and inspire teams through intentional communication and listening. - Customer Experience is about consistent quality. - Great leaders are great listeners. - Practicing vuln…

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173: Stop Making It Hard for Customers: 7 Steps Simplify Your Service 31:46

11M ago31:46

31:46

2025 if the year of simplification, and customers want brands who are easy to work with, deliver on commitments, and personalize their experiences. Stop making it so hard for customers to do business with you - in this episode we talk about 7 ways to make things easier for customers. - Empower your employees to solve problems - Deliver seamless omn…

CX Loop Podcasts

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Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert

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Customer Service Academy

Tony Johnson

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188: Customers Want to Buy, Not Be Sold with Geoffrey Reid 28:50

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Ep. 259 | Rachel Bicking: Customers' First Micro-Frustration Makes or Breaks the Next Purchase 45:06

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187: The Thanksgiving Check-In: Winning the Last Mile of 2025 26:31

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186: How Humans in the Loop + Good Data Create AI Success with Kevin Dean 28:12

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Ep. 258: Charlon McIntosh & Melissa Pint | Accountability is the Product at Frontier: "We Didn't Do Interesting. We Did Effective." 47:35

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Ep. 257: John Finley | Stop Chasing Surveys: How to Earn the Next Customer Choice 13:56

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185: Is Your Hospitality a Horror Show? 24:16

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184: Conquering Your Fear of AI and Jumpstarting Innovation in Your Business With John Kim 24:21

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Ep. 256: Mike Milliron | "We Made It Cool to Care": From CX Resistance to Results 11:39

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183: Your Leadership Wake Up Call - 5 Lessons From Labor Day 20:20

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Ep. 255: Jason Guardino and Karen San | How Turning 18 Can Break Your Relationship With Healthcare 20:54

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Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail 14:34

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182: Technology Enabled, People-Focused Customer Service With Matt Whitmer 24:44

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Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op's Return to Customer-Centricity 24:44

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181: Designing Your Customer Experience Framework and Hospitality Blueprint 30:43

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Ep. 252: Erin Wallace | The Data Doesn't Care How Good You Think You Are 11:43

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Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA 38:44

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Ep. 250: Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse 24:59

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Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away 43:04

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180: How to Create Real Customer Connections with Doug Brown 30:38

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Ep. 248: Utibe Bassey | Restoring Power, Recharging Customer Experience 33:20

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Ep. 247: Mari Cross | These B2B Customers Don't Buy Features. They Buy Outcomes. 40:32

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179: Balancing AI and Humanity in CX with Frederic Durand 23:11

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Ep. 246: Deon Nicholas | A Glimpse of the AI Future—It's Here Today 41:59

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Ep. 245: Eduardo Roma | When Effortless Digital Isn't Enough: Competing on Customer Relationships 31:37

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178: Hospitality That Makes Sun 'n Fun Soar With Gene Conrad 42:03

1
177: Developing Coaches Who Get Results: Key Trends in Modern Leadership Training 21:10

1
Ep. 244: Eric Almquist | The Value Experience: Why Adding Elements of Value Adds Company Value 13:12

1
176: Crafting Memory Making, Loyalty Building Theme Park Experiences 25:43

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175: Supercharge Your Business with AI-Driven Customer Service 29:31

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Ep. 243: Cutler Andrews | When an 8% Donor Base Funds a University: Unlocking Hidden Alumni Engagement Opportunities 35:17

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174: Meeting People Where They Are to Drive Influence With Jesse Hernandez 24:20

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173: Stop Making It Hard for Customers: 7 Steps Simplify Your Service 31:46