Best Cx Optimization Podcasts (2025)

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How to Optimize Social Media Content for Better Customer Experience 28:50

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14d ago28:50

28:50

If your CTA gets cut off or your video is cropped on TikTok, you’re already telling your customers that you don’t care about their experience. In this episode, I’m joined by Joshua McGee, a social media strategist who treats content formatting and platform fit as key CX levers. We talk about how small visual details in your social media content can…

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Why Customers Trust Some Brands Instantly (and Scroll Past Yours) 15:03

2h ago15:03

15:03

Customers are evaluating your brand long before they engage. And they’re basing that decision on more than just your content. In this episode, I’m walking you through how your social presence functions as a real-time trust scorecard. And how even small inconsistencies can quietly erode the credibility you’ve worked hard to build. I introduce the in…

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#74: Maximizing the value of your partnerships with Peter Fogelsanger 29:21

3d ago29:21

29:21

Are most of your channel partners producing very little value for your business? Agility requires more than just signing up partners; it demands a dynamic approach to activating and enabling the *right* ones. It's about ruthlessly prioritizing relationships that generate mutual value and being nimble enough to change or sunset those that don't. Tod…

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Why AI in user research isn’t replacing real people (yet) with Mario Callegaro 47:34

7m ago47:34

47:34

Episode web page: https://bit.ly/3KUDMzV Episode description: In this episode of Insights Unlocked, host Amrit Bhachu sits down with Mario Callegaro, founder of Callegaro Research and a leading expert in survey methodology and AI-augmented research. Mario brings a wealth of experience from his 15 years at Google and shares practical, thoughtful gui…

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SolarWinds’ Lessons For CISOs, AI In B2B Sales, Shopping In Answer Engines 29:25

3h ago29:25

29:25

The holiday season is in full swing, and as retailers vie for consumer dollars, some of the biggest ones are branching out to answer engines like ChatGPT and Perplexity. In this episode, we describe what that experience looks like now and what brands should do in response. We also look at the lasting implications of a high-profile legal case for CI…

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Is Your Content Sending the Wrong Message? Do This 5-Minute Audit 9:51

7d ago9:51

9:51

You never get a second chance at a first impression. And on social, that impression takes about three seconds. In this solo episode, I’m diving deep into what Joshua McGee and I only scratched the surface of: how content clarity and polish are forms of customer care. I walk you through a 5-point platform optimization audit you can run today—on Link…

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#78: AI in the 'real economy' with Bassem Hamdy, Briq 24:16

11d ago24:16

24:16

With all the talk about the business impact of AI, why aren't more people talking beyond the most straightforward examples and more about sectors like construction, energy, and manufacturing where there is real potential for impact that has yet to be tapped? Agility requires a willingness to challenge the core processes of how work gets done, even …

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Design for AI or disappear with UserTesting's Mike Mace 20:17

11m ago20:17

20:17

Episode web page: https://bit.ly/4rA1kKW Episode summary: In this episode of Insights Unlocked, host Nathan Isaacs sits down with Mike Mace, Executive Business Strategist at UserTesting, to explore a major shift already underway in the tech landscape: the rise of AI-powered conversational interfaces. Drawing from decades of industry experience, Mik…

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#72: Concept to acquisition with Chris Tilkov, DocuSketch 19:45

18d ago19:45

19:45

Many entrepreneurs dream of scaling a niche product, achieving market dominance, and ultimately securing a successful exit—but few actually make it happen. How do you take an idea from concept to acquisition, and what key lessons can other business leaders, including marketers, take from that journey? Joining me today is Chris Tilkov, General Manag…

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Best Leadership Advice: 200th Doing CX Right Podcast Highlights 48:12

9d ago48:12

48:12

What's the best leadership advice you've ever received or given? For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from the show's renowned guests. Consider this a masterclass in leading with influence, featuring insight you can apply immediately to boost b…

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Redefining a beloved brand: What Zoom’s transformation teaches modern business leaders 39:34

16d ago39:34

39:34

Episode page: https://bit.ly/44hNGCc Episode description: In this episode of Insights Unlocked, Zoom CMO Kim Storin joins host Johann Wrede for a candid conversation about the realities of leading through transformation. Kim shares why change is harder than most leaders admit and how Zoom is evolving from a company known for meetings to a full mult…

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The ROI of Saying Thank You: How Gratitude Builds Customer Loyalty 6:51

22d ago6:51

6:51

This episode drops right before Thanksgiving, so naturally we’re talking about gratitude. But not in the fluffy, feel-good way. I’m talking about how gratitude can actually become one of your strongest customer retention strategies. In this episode, I’ll break down how simple “thank you” moments can be measured, scaled, and turned into real revenue…

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#71: Optimizing the handoff between marketing and sales with Gabe Lullo, Alleyoop 21:58

25d ago21:58

21:58

We've spent a decade trying to align marketing and sales. What if the very metric we created to bridge the gap—the MQL—is actually the thing that's perpetuating the rivalry between them? Agility requires a willingness to challenge the foundational metrics we've built our go-to-market strategies on. It demands that we replace gut feelings and legacy…

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Innovation-ish: Practical tools for everyday innovators 51:51

19d ago51:51

51:51

Episode web page: https://bit.ly/49ucDxK Episode summary: In this episode of Insights Unlocked, UserTesting’s VP of Design Jason Giles sits down with Tessa Forshaw and Rich Braden—co-authors of Innovation-ish and longtime instructors of design thinking at Harvard and Stanford—to explore what truly drives innovation and why most people hesitate to p…

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Why Social Listening Should Change Your Entire Content Strategy 8:55

23d ago8:55

8:55

Ever feel like your social feed is full of noise? In this episode, I’m breaking down how to cut through that chaos and extract the signal—the emotions, the expectations, the hidden stories your audience is actually trying to tell you. We’ll talk about: Why your customers are already writing your next campaign brief A simple framework to turn insigh…

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#70: Marketing measurement and the dark funnel with Chris Golec, CEO of Channel99 19:42

1M ago19:42

19:42

This show is brought to you by Channel99, a B2B marketing technology company helping clients get more out of their spend with AI-powered decision-making. What if 99% of your target accounts see your marketing, but never click a single ad? How would you prove your value then? Agility requires a willingness to abandon outdated metrics, even when they…

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199. Want Business Growth? Focus on the Trillion-Dollar Deaf Customer Segment 34:09

1M ago34:09

34:09

(Episode Previously Recorded LIVE & IN-PERSON) What's it like to be your customer? What if that customer can't hear? When support systems are built only on spoken instructions and sound prompts, they fail customers immediately. This systemic barrier exists across the entire customer journey, preventing critical tasks like changing a flight itinerar…

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How customer-centric marketing fuels real growth 39:32

28d ago39:32

39:32

Episode web page: https://bit.ly/3XIsfGJ ----------------------- Episode summary: In this episode of Insights Unlocked, Nathan Isaacs talks with marketing powerhouse Bill Macaitis—former CMO of Slack, Zendesk, and Salesforce—about how B2B companies can scale efficiently by prioritizing customer experience, building authentic brands, and embracing n…

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Predictions 2026: Breaking Down Three Of Our Boldest Predictions 20:42

28d ago20:42

20:42

It’s Predictions season here at Forrester. We recently published our 2026 predictions across a variety of business functions, industries, and geographies. In this episode, we take a detailed look at three of our boldest calls for the coming year.By Forrester

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BIC Framework: The Easiest Way to Listen Smarter 10:44

1M ago10:44

10:44

If you’ve ever felt overwhelmed by social listening or unsure where to even begin, you’re going to love this episode. I’m walking you through our BIC Framework—the easiest, most strategic way to listen smarter in 2026 and beyond. Here’s the deal: Most brands think they’re doing social listening, but they’re really just monitoring mentions. That’s a…

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#69: How AI is Transforming Project Management with Alan Mosca, nPlan 27:14

1M ago27:14

27:14

If you could eliminate one of the biggest roadblocks to successful project delivery in your organization today, what would it be and why? Agility requires not only the ability to adapt to change but also the foresight to anticipate it. This means embracing data-driven insights and leveraging technology to navigate the complexities of modern project…

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198. What Fearless Leaders Know About Building Great Customer Experiences | Kristen Kavanaugh 26:32

1M ago26:32

26:32

Many leaders still believe emotions don't belong in business. That limiting belief creates workplaces where employees stay quiet when problems appear, avoid taking ownership for customer outcomes, and follow directions even when they see flaws that will affect customers. Fear is data. It signals when people feel unprepared, unsupported, or uncertai…

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What most marketers miss about marketing effectiveness with Sorin Patilinet 46:35

1M ago46:35

46:35

Episode web page: https://bit.ly/49xoJWL ----------------------- Episode summary: What does it really mean for marketing to be "effective" in today’s complex, data-rich environment? In this episode of Insights Unlocked, Sorin Patilinet—PepsiCo’s Global Marketing Insights leader and author of Marketing Effectiveness—joins UserTesting CMO Johann Wred…

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Hershey’s Social Listening Playbook 35:50

1M ago35:50

35:50

Ever wondered how a wave of customer requests can spark a brand-new Reese’s flavor? This week on the Social Media CX Podcast, I’m joined by Paige Walker from Hershey’s—and this one is extra sweet. Paige, Manager of Cultural Intelligence & Trends, takes us behind the scenes of how Hershey's evolved from reactive social care to a full-blown cultural …

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#68: Improving lead quality with Derek Gerber, Power Digital 26:03

2M ago26:03

26:03

Are you getting lots of leads, but never enough good ones? Agility requires not only the ability to adapt to change quickly, but also the foresight to anticipate what's coming next, whether that's top, middle, or bottom of the funnel in B2B lead generation. Today, we're going to talk about why so many B2B marketers are still struggling with poor le…

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197. CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook | Miika Mäkitalo 23:31

2M ago23:31

23:31

Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results? In this episode of Doing CX Right®, Stacy Sherman talks with Miika Mäkitalo, CEO of HappyOrNot, the company behind those little feedback buttons found in airports and retail locations around…

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AI employees and the future of work with Surojit Chatterjee 48:02

1M ago48:02

48:02

Episode web page: https://bit.ly/4qwkj8C ----------------------- Episode summary: In this eye-opening episode of Insights Unlocked, host Mike Mace chats with Surojit Chatterjee—former Chief Product Officer at Coinbase and current founder and CEO of Ema—about the sweeping changes generative AI is bringing to the workplace. Surojit unpacks his vision…

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AWS Outage, Safety On Meta, ChatGPT’s AI-First Browser 20:24

2M ago20:24

20:24

Recently, a very bad day for AWS became everyone else’s very annoying day. And while the disruption was fairly short-lived, there are longer-term lessons to be learned. In this episode, we look at the lessons from the recent AWS outage as well as an overdue step by a social media giant and a reimagining of how we access information on the web.…

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The Dark Side of Employee Advocacy: How to Avoid a Brand Horror Story 7:40

2M ago7:40

7:40

Employee advocacy can be your brand’s biggest superpower — or your scariest liability. In this Halloween-inspired episode, I’m showing up as Brooke the Jellyfish (because when CX gets dark, we glow ✨), and sharing the spooky truth about what happens when employee advocacy goes sideways. We’re diving into real-life horror stories: 👻 A rogue LinkedIn…

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#67: CMOs are shaping the messaging and the markets with Monica Kumar, Extreme Networks 23:51

2M ago23:51

23:51

Is the Chief Marketing Officer becoming the Chief Market Officer? Are CMOs now responsible not just for messaging to the market, but for actively shaping and creating it? Agility requires not just reacting to market changes, but anticipating them and creating the future you want to see. It demands a deep understanding of customer needs, competitive…

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196. How To Turn Painful Customer Complaints Into Profitable Growth | Michael Nguyen 27:27

2M ago27:27

27:27

As companies grow and rely more on technology, they often lose the close connection they once had with customers. This "scaling paradox" creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay …

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Finding the content-market fit your customers care about with Ross Simmonds 46:35

1M ago46:35

46:35

Episode web page: https://bit.ly/4nZFApH ----------------------- Episode summary: How do you know when your content is hitting the mark? And once you do, how can you scale it efficiently and strategically? In this episode of Insights Unlocked, host Nathan Isaacs sits down with Ross Simmonds, CEO of Foundation, a B2B content marketing agency known f…

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From Advocacy to Activism: Turn Employees into Community Leaders 7:32

2M ago7:32

7:32

Hey y’all — Brooke Sellas here. In this episode, we’re flipping the script on employee advocacy. It’s not just about amplifying brand content anymore — it’s about building community. I’ll share how your employees can become trusted community hosts, not just megaphones, and why that shift from “share” to “shape” is where the magic happens. We’ll div…

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#66: Building a culture of AI innovation with Michael Domanic, UserTesting 21:21

2M ago21:21

21:21

Is your organization truly AI-powered, or are you just slapping a little GenAI onto existing processes? Agility requires embracing experimentation and empowering teams to rapidly iterate, especially when integrating transformative technologies like AI. It also demands a culture that views failure as a learning opportunity, not a setback. Today, we'…

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195. Google's Chief Strategist Reveals Powerful Secrets to Customer Loyalty | Neil Hoyne (Replay) 31:54

2M ago31:54

31:54

Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google's Chief Strategist and author of Converted, who shares data-backed strategies for turn…

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Why empathy still wins in an AI-powered world with Sara Fortier from Outwitly 35:45

2M ago35:45

35:45

Episode web page: https://bit.ly/43n2Y89 ----------------------- Episode summary: In this episode of Insights Unlocked, host Nathan Isaacs sits down with Sara Fortier—founder and CEO of Outwitly, Silicon Valley design veteran, and author of the upcoming book Design Research Mastery. Together, they explore the enduring relevance of human-centered de…

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California’s New AI Law, Anthropic’s Latest Model, B2C Advertising Options 26:22

2M ago26:22

26:22

Principal Analyst Alla Valente breaks down California’s new AI law, VP and Research Director Chris Gardner discusses the impact of AI models on software development roles, and Principal Analyst Nikhil Lai reviews Best Buy’s “in-store takeover” advertising offering.By Forrester

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How to Prove the ROI of Employee Advocacy (Without Vanity Metrics) 7:19

2M ago7:19

7:19

If you can't prove the ROI of your employee advocacy program... you don’t really have a strategy — you have hope. In this episode, I break down the real metrics that move the needle on employee advocacy. We're done counting clicks and calling it a win. I’m showing you exactly what to measure, how to tell a compelling story with your data, and the d…

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#65: Transforming CX with AI plus People, Processes, and Platforms, with John Durocher, Calix 23:03

2M ago23:03

23:03

Are your people, processes, and platforms delivering value or to drive better customer experiences, or are they—and your CX—disconnected and siloed? Agility requires a willingness to adapt and evolve, as well as a deep understanding of how customer trust is built (or broken) through simplicity, personalization, and empowered employees. Today, we're…

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194. Gaining a Competitive Edge With An Experience Mindset | Tiffani Bova (Replay) 37:13

2M ago37:13

37:13

Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experie…

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Flipping the funnel starts with knowing your customers with Sangram Vajre 46:35

2M ago46:35

46:35

In this episode of Insights Unlocked, host Nathan Isaacs sits down with Sangram Vajre—co-founder of Terminus and GTM Partners, bestselling author, and pioneer of the Flip My Funnel movement—to explore how customer-first thinking reshapes business growth. Sangram recounts the moment of inspiration that led to flipping the traditional sales funnel on…

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Ditch the Megaphone: The New Rules of Employee Advocacy in CX 8:19

2M ago8:19

8:19

If your employee advocacy sounds like a press release… it's not advocacy. It's advertising. Let’s fix that. In this episode of the Social Media CX Podcast, I’m breaking down why canned captions kill trust and how you can unlock real employee voices to build credibility, connection, and conversions. We’ll cover: The difference between amplification …

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#64: Successful AI adoption requires human ingenuity, with Nickole Brown, Cella by Randstad Digital 25:40

2M ago25:40

25:40

Is the hype around AI in marketing finally starting to match reality, or are we still just scratching the surface of its true potential? Agility requires a willingness to experiment with new technologies like AI, but it also demands a deep understanding of your customer and the ability to adapt your strategies based on data and insights. It also re…

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193. Customer Service Week: How Top Companies Make It Year-Round | Stacy Sherman 11:16

2M ago11:16

11:16

Did you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, prac…

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All the questions you had about synthetic users but were afraid to ask 42:51

2M ago42:51

42:51

Episode web page: https://bit.ly/42dkHi0 ----------------------- Episode summary: In this thought-provoking episode of Insights Unlocked, host Lija Hogan sits down with Dr. John Whalen—cognitive scientist, author, and founder of Brilliant Experience—to explore how artificial intelligence is reshaping the way teams conduct customer research. With de…

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H-1B Visa Changes, Agentic Commerce, Optimizing Customer Reviews 21:55

3M ago21:55

21:55

Heading into the fourth quarter, there are no signs of a slowdown in developments that will keep business and technology leaders on their toes. This episode dives into the latest impacts of geopolitics on the tech industry and AI’s impact on commerce and buying networks.By Forrester

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Why Employee Spotlights Belong in Your Social Strategy 24:11

3M ago24:11

24:11

What makes someone stop scrolling and actually care about your brand? Good creative helps, but really connects on social media is your people. In this episode, I’m joined by Rashad Alaiyan, a social strategist who’s helped brands like IBM, Salesforce, and Audi build trust by putting their people front and center. When IBM Watson Health rebranded to…

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#63: Marketing in a world of agent to agent transactions with Mathieu Dhondt, EPAM 23:41

3M ago23:41

23:41

What is the role of marketing when humans are taken out of both ends of the customer experience, replaced by AI agents talking directly to each other on our behalf? Agility requires more than just implementing the newest AI tools — it means being able to make smart, strategic choices about which technologies are actually creating value for your cus…

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192. Emotion as Currency: The New ROI of Customer Experience | Stacy Sherman 16:34

3M ago16:34

16:34

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told "emotion is a soft skill" by the very people who control the budgets. That disconnect leaves organizations stuck …

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Build your Plan B: How content entrepreneurship can unlock freedom and meaning 43:52

3M ago43:52

43:52

Episode web page: https://bit.ly/46shU5A ----------------------- Episode summary: Joe Pulizzi—bestselling author, founder of the Content Marketing Institute, and creator of the Content Inc model—joins host Nathan Isaacs to talk about redefining work, meaning, and success in the age of AI and economic uncertainty. From his transition after a success…