Best CCXP Podcasts (2025)

1
Reflecting the CX Mission in the Employee Experience 11:19

3d ago11:19

11:19

Customer experience initiatives aren't delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality. In this thought-provoking episode, Jeannie Walters tackles a question about aligning a company's CX mission statement w…

1
Best Of: Simplification at the Core: Lou Carbone on Refining Business Strategies 28:28

5d ago28:28

28:28

In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of …

1
Keeping Up with Customer Expectations 12:15

10d ago12:15

12:15

Trust is key to managing customer expectations in today’s fast-changing world. While perfection isn’t possible, transparency is—and customers deeply value honesty. When transparency is your default, disappointments become opportunities for connection. Take the supplement company that added flavoring to an unflavored product: instead of ignoring fee…

1
# 51 Seeing the whole: Rethinking CX through systems thinking with Sarah van der Wiel 41:42

11d ago41:42

41:42

In this eye-opening episode, Nienke Bloem talks with organizational consultant and founder of Met Klanten, Sarah van der Wiel, about how systems thinking can transform the way we approach customer experience. Sarah shares her unique blend of expertise - from CX and behavioral design to organizational anthropology and systemic work - and introduces …

1
The CX Leadership Blueprint: Build It Right from Day One 27:41

12d ago27:41

27:41

In Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowe…

1
The Art of CX Leadership 11:41

17d ago11:41

11:41

Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successfu…

1
The Disney Magic: Lessons Every Business Can Use Today 28:38

19d ago28:38

28:38

Released date: April 2025 Episode Number: 233 Name of the guest: Vance Morris Why You Can't-Miss This Episode In this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industr…

1
CX Pulse Check - April 2025 30:17

24d ago30:17

30:17

It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.…

1
#50: What Harvard professors, Zappos, Minnie Mouse & a terrible course taught me (that you can use to grow as a CX leader) 23:45

25d ago23:45

23:45

In episode 50 of the CX Leadership Talks podcast, Nienke Bloem celebrates this milestone moment by taking you on a personal and powerful journey through her CX education experiences. She shares the lowlight that started it all - a disappointing CX course in London - and how that frustration became the spark to build her own CX training programs. Fr…

1
The Way of Working Changed: Building Human-Centered Companies 28:30

26d ago28:30

28:30

In this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, work…

1
Turning Employee Insights into Customer Experience Breakthroughs 18:32

1M ago18:32

18:32

What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace, Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Mi…

1
The AI-Powered Data Revolution: What Leaders Need to Know 23:08

1M ago23:08

23:08

Discover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success. About the Guest Aravind is a Cloud Technology Leader specializing in big data and cloud technologies, …

1
Event Planning and CX 18:54

1M ago18:54

18:54

The magic of attending a truly exceptional event stays with us long after we've returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences. Drawing from her extensive experi…

1
#49 Stop being the Best-Kept secret in your company - Make your CX Story stick 23:42

1M ago23:42

23:42

Title: #49 Stop being the Best-Kept secret in your company - Make your CX Story stick Welcome back, my CX friends! In this episode of CX Leadership Talks, I'm diving into the art of crafting unforgettable customer experience stories that truly stick and leave a lasting impact. Drawing inspiration from one of my favorite books, "Made to Stick" by Da…

1
The REAL Top CX Predictions for 2025 22:51

1M ago22:51

22:51

In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive b…

1
Build Your CX Scorecard 18:37

2M ago18:37

18:37

Customer support leaders are often trapped in a cycle of "number narration" - reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener's question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact storie…

1
#48 Stop reinventing the wheel: Why you only need ONE CX Story 30:08

2M ago30:08

30:08

Are you constantly tweaking your CX message for different audiences? Do leaders, employees and stakeholders hear different versions of what CX means in your organization? If so, you might be diluting your impact instead of strengthening it. In this episode of CX Leadership Talks, your host Nienke Bloem CCXP shares why the best CX leaders don’t chan…

1
Best Of: Pioneering CX Leadership: Karl Sharicz's Journey 34:03

2M ago34:03

34:03

In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it m…

1
CX Pulse Check - March 2025 29:09

2M ago29:09

29:09

Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfacti…

1
Highlight: Leading with Data and Harnessing AI with Jim Iyoob 33:16

2M ago33:16

33:16

Fantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses. About Our Guest: Jim Iyoob, the Chief Cust…

1
#47 How to get your organization to feel the urgency of CX 20:32

2M ago20:32

20:32

In this week's episode of CX Leadership Talks, host Nienke Bloem dives into a critical challenge for CX leaders: how to create a true sense of urgency around customer experience (CX). Without urgency, even the best CX strategies can stall. Through her journey with KPN and her work with clients, Nienke shares how organizations - commercial or govern…

1
What Do Customers Want? 14:45

2M ago14:45

14:45

Ready to take your customer experience to the next level? In this episode, we dive deep into the essentials of establishing a proactive feedback strategy that not only gathers insights from customers but also transforms those insights into meaningful actions. Jeannie Walters shares her expertise on the significance of understanding customer sentime…

1
#46 Communicate CX concepts with impact, using the CLEAR method 30:45

2M ago30:45

30:45

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership. In this week’s special edition, your host, Nienke Bloem CCXP, introduces her innovative CLEAR method designed to help CX leaders make complex customer experience concepts clear. Nienke tackles one of the biggest frustrations in the in…

1
Transforming Digital Insurance Space with CX 24:49

2M ago24:49

24:49

In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable ins…

1
Get the CX Executive Role 13:38

2M ago13:38

13:38

Ready to elevate your customer experience game as a leader? In this engaging episode, we explore the pivotal questions every aspiring CX professional should ask during executive interviews. Jeannie shares practical advice on evaluating success metrics beyond traditional feedback loops, and the importance of resource allocation to drive effective st…

1
#45 Levi9: Gamechangers in tech, driven by Customer Focus 47:46

2M ago47:46

47:46

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders that want to spice up their leadership. In this latest episode, your host Nienke Bloem CCXP sits down with Pauline Bruyel, Customer Experience Manager at Levi9. They delve into the unique world of IT services and discuss how Levi9 stands out by maintaining a relentless focu…

1
Highlight - Uplifting Eastern Bank: Human Centred Transformation with Rich Dorfman 32:16

2M ago32:16

32:16

With Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization. Key Highlights: Rich Dorfman…

1
Storytelling to Connect with Customers 15:30

2M ago15:30

15:30

Unlock the potential of storytelling to revolutionize your brand's customer experience. Imagine creating not just a transaction but a true emotional bond with your audience. Join us as we dissect how storytelling transcends raw data and features, transforming them into authentic, relatable narratives. You'll discover how campaigns like Dove's Real …

1
Innovate or Die: Why Proactive Service is Key to Lasting Success 26:55

2M ago26:55

26:55

In this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahe…

1
HIGHLIGHT: Strategy for Sustainable Growth 21:33

3M ago21:33

21:33

Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes! This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures. Monika Schulze, a luminary in strategic marketing, shares…

1
CX Pulse Check - February 2025 31:40

3M ago31:40

31:40

It's time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology…

1
#44 The Dunning–Kruger effect: The blind spot holding your CX strategy back 22:09

3M ago22:09

22:09

Welcome back to CX Leadership Talks! The podcast for CX leaders eager to elevate their leadership game. In this engaging episode, your host Nienke Bloem dives into the complex yet fascinating world of the Dunning Kruger effect and its impact on customer experience leadership. Discover how overconfident leaders may unknowingly harm CX efforts and le…

1
Commodities and Customer Experience 14:41

3M ago14:41

14:41

What if your commoditized product could command premium pricing and cultivate a loyal customer community? That's exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in …

1
Creating Workplaces Where People Thrive: A New Approach to Wellbeing 40:09

3M ago40:09

40:09

Workplace wellbeing is more than just a buzzword—it’s a game-changer. In this episode, Craig Fearn, a leading expert in workplace wellbeing, shares powerful insights on how organizations can create environments where employees thrive. From understanding the true meaning of wellbeing to shaping a positive workplace culture, this episode is packed wi…

1
Inclusive Communications and Training 14:31

3M ago14:31

14:31

What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers w…

1
#43 The CX playbook for governments: Lessons from Robert Vels 39:27

3M ago39:27

39:27

Join me for an inspiring conversation with Robert Vels, CX leader at the Netherlands Enterprise Agency (RVO) and a key advocate for customer-centricity within the Dutch government. In this episode, we dive into how Robert is leveraging CX to rebuild trust in public services, streamline operations, and drive meaningful change. Together, we explore: …

1
HIGHLIGHT: Charting the Future: AI, Culture, and Leadership in Customer Service 30:39

3M ago30:39

30:39

Join us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing custom…

1
CX Pulse Check - January 2025 29:24

3M ago29:24

29:24

It's time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes…

1
PIVOTING STRATEGIES FOR TOUGH CUSTOMERS & TOUGH EMPLOYEES 30:08

3M ago30:08

30:08

Why You Can't-Miss This Episode In this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, te…

1
CX Wins from 100 Episodes 12:57

4M ago12:57

12:57

Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I'm thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organization’s customer journey. T…

1
#42 AI for CX Leaders: Practical strategies you can’t ignore. 46:21

4M ago46:21

46:21

In this insightful episode of CX Leadership Talks, hosts Nienke Bloem and Mia Liljeberg dive into the transformative role of AI in business and customer experience. Mia, a digital leadership expert, shares her experiences and expertise on the ethical, holistic, and human-centric approaches to AI implementation. Key topics discussed: AI's multifacet…

1
REPLAY: Humanizing Customer Service with Alex Mead 19:50

4M ago19:50

19:50

Welcome to the "BEST OF" episodes of the CX Goalkeeper Podcast. In this replay, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX. About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and uniq…

1
THE CENTER OF EXPERIENCE: A BLUEPRINT FOR CREATING THE EXPERIENCE-LED ENTERPRISE 28:29

4M ago28:29

28:29

Why You Can't Miss This Episode In this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employe…

1
# 41 Set yourself up for success as a CX leader - A guided practice to envision a brilliant 2025 41:43

4M ago41:43

41:43

Welcome to CX Leadership Talks, the podcast for customer experience leaders who are driving change, delivering results, and finding balance in their professional and personal lives. In this final episode of 2024—and the 41st episode of this podcast—we’re turning our attention to the future. Join Nienke Bloem, global CX speaker and mentor, as she gu…

1
CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONS 22:30

4M ago22:30

22:30

In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious ab…

1
MACHINE CUSTOMERS ARE COMING 31:40

4M ago31:40

31:40

Why You Can't-Miss This Episode Dive into the fascinating future of customer interactions as Sirte Pihlaja discusses the rise of machine customers and digital assistants. Discover how this emerging technology will revolutionize customer experiences, reshape industries, and create a new era of business opportunities. This episode is your guide if yo…

1
5 Year-End Reflection Questions 13:34

5M ago13:34

13:34

What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we'll explore five critical questions…

1
#40 Reflections for the CX Leader – A Self-Audit of 2024 47:04

5M ago47:04

47:04

Welcome to CX Leadership Talks, the podcast for customer experience leaders who are driving change, delivering results, and striving for balance in their professional and personal lives. In this special year-end episode, we take a reflective journey through 2024. Join Nienke Bloem, global CX speaker and educator, as she guides you through five key …

1
THE CUSTOMER CULTURE IMPERATIVE 27:08

5M ago27:08

27:08

Why You Can't-Miss This Episode In this episode of the CX Goalkeeper Podcast, Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture…

1
Misaligned Customer Expectations 11:14

5M ago11:14

11:14

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn't quite meet those expectations. We'll discuss how acknowledging a…

Podcasts Worth a Listen

CCXP Podcasts

Podcasts Worth a Listen