Best CXM Podcasts (2026)

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iCIMS Hacks: Conditional Logic vs I-Form Myths (12/5/25) 50:45

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14d ago50:45

50:45

Admins share real-world iCIMS takeaways. A global enterprise tested Power BI AI and said “we’re not satisfied with the results.” Vivian reviews conditional field logic limits, noting “You cannot use salary fields.” Kaitlyn clarifies conditional logic is different from I form dependencies and uses separate settings. These conversations reflect the k…

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iCIMS Hacks: AI Explainability, Access, and ATS Decisions (12/12/25) 53:32

21d ago53:32

53:32

A big topic was the continued need for AI explainability- how do you audit what the AI is doing? The group also shared lessons on agency access, Quick Search and search locks, and how to defend keeping a standalone ATS instead of going full suite. Join our Friday Calls: https://system-admin-insights.circle.so/events Start a free one month trial: ht…

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EP3: The Secret to CX Superpower at a Global Scale 34:05

22d ago34:05

34:05

What if your global CX strategy could scale effortlessly, without ever overruling local teams? In this episode of The CX Equation, hosts Chantelle Casey and Mark Clydesdale welcome Rob Grierson, Head of Group CRM, Customer Analytics & Innovation at Specsavers, to explore how global teams can unify customer experience across 10+ markets without dilu…

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EP2: Why Creativity Is the Missing Link in Customer Experience 28:56

2M ago28:56

28:56

In today’s data-driven world, creativity is the true competitive differentiator and the cornerstone of next-level customer experiences. In this episode of The CX Equation, hosts Chantelle Casey and Mark Clydesdale sit down with Matt Broekhuizen, Head of Customer Engagement at VCCP, to explore how iconic brands like LEGO and Sainsbury’s blend tech, …

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#162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike 38:40

2M ago38:40

38:40

What if just 40 seconds of genuine compassion could tangibly lower a cancer patient's anxiety—and what if this "wonder drug" holds the key not just for healthcare, but for every leader who wants to create more fulfilling workplaces and customer experiences? The impact of this question is profound. On this episode of the Delighted Customers podcast,…

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iCIMS Hacks: Cleaner Emails, Better Formulas, Smarter Insights (11/14/25) 55:57

2M ago55:57

55:57

Link-friendly variables make confidential portal emails cleaner and more secure, a reminder that formulas are powerful in iCIMS but should be used carefully to avoid performance drag, Plus, a fun moment about creative SaaS ads in NYC subways. Join the community for more insights! https://systemadmininsights.com/…

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#161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry 30:42

2M ago30:42

30:42

Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility? That burning question is at the heart of my conversation with Michael Forsberg, Director of Client Experience at BrandTrust. In an era many call "post-truth," business leaders face steep challenges in distinguishing …

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iCIMS Hacks: Confidential Reqs and Scheduler Tips (11/07/25) 59:32

2M ago59:32

59:32

Greg learned a step-by-step way to set up confidential requisitions. Vivian noted that Interview Scheduler shows busy/free time differently when using Cronofy. Kaitlyn shared that some orgs don’t need a separate confidential portal. Join the Friday Calls: https://system-admin-insights.circle.so/events Start Free Trial: https://system-admin-insights…

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#160 Rethinking Valuation: Why Customer Metrics Matter More 31:25

2M ago31:25

31:25

What if the financial metrics you rely on to measure your company's success are actually steering you away from long-term customer loyalty and sustainable growth? In our latest episode of the Delighted Customers podcast, live from Harvard Business School, I dive into this burning question with Rob Markey, professor at Harvard and seasoned veteran a…

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iCIMS Hacks: CXM prep + offer date workaround 47:13

2M ago47:13

47:13

Ttips to avoid “implementation spookiness” as one team gears up for an iCIMS CXM project, while Vivian explained a clever workaround for tracking offer accepted dates using the “updated date” field. Join our Friday Call: https://system-admin-insights.circle.so/events Start a free 1-month trial: https://system-admin-insights.circle.so/c/icims-discus…

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#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership 27:51

2M ago27:51

27:51

Are you unknowingly sabotaging your own well-being at work—and at home—by trying to fix everyone else's problems? So many of us find purpose and validation in helping, supporting, and "solving" for others. But what happens when that good intention tips into burnout, resentment, and codependent relationships? In this episode, I dig into the hidden c…

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iCIMS Hacks: Hired Auto Launch, Start Dates, Apply Network (10/24/25) 52:36

2M ago52:36

52:36

iCIMS takeaways: hired auto launch and flag, start date on employee tab, HCM integration timing, and Mass Reject on Hire. Plus Q&A on Apply Network, referrals, and date-filter syntax. Free Friday Call: https://system-admin-insights.circle.so/events • find Free Friday Call, click RSVP, create a free profile 1-month trial: https://system-admin-insigh…

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EP1: Personalisation - The Secret to Customer Value 27:32

2M ago27:32

27:32

Today, personalisation has become a buzzword that’s thrown around frequently in marketing circles. But what does meaningful personalisation really look like, and how can businesses deliver it at scale? In this inaugural episode of The CX Equation, hosts Chantelle Casey and Mark Clydesdale dive deep into the evolution of personalisation and provide …

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Welcome to The CX Equation 0:24

3M ago0:24

0:24

Customer experience is complex, but it doesn’t have to be confusing. The CX Equation dives into the real stories and real results shaping CX transformation in enterprise organisations. Each week, hosts Chantelle and Mark cut through surface-level talk and bring you honest conversations with clients, consultants, and technology leaders. Together, th…

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#158 The Art of Communication: Delivering Difficult News with Compassion 32:17

3M ago32:17

32:17

Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician's own well-being? It's a burning question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it…

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iCIMS insights: anti-ghosting laws, AI disclosure, and upcoming Indeed feed changes (10/17/25) 33:59

3M ago33:59

33:59

iCIMS admins unpack the new anti-ghosting law in Ontario, how AI disclosure rules are evolving, and what the 2026 Indeed feed changes mean for ATS admins. 👉 Join our Free Friday Calls: https://system-admin-insights.circle.so/events 👉 Start your free 1-month trial: https://system-admin-insights.circle.so/c/icims-discussion/ #iCIMS #HRTech https://sy…

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#157 The Anxious Generation 24:18

3M ago24:18

24:18

What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer ex…

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iCIMS Hacks: Remote vs hybrid, Excel formulas, and speed (10/10/25) 42:45

3M ago42:45

42:45

In this System Admin Insights session, members explored when remote truly becomes hybrid, why Excel is the best place to test formulas before moving them into iCIMS, and how too many formulas can slow dashboards. Practical, real-world admin tips from Alex, Vivian, and Ty to keep your iCIMS running efficiently. #iCIMS #HRTech https://systemadmininsi…

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#156 Turning Data Into CX Impact: Storytelling That Sticks 23:19

3M ago23:19

23:19

What's stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too o…

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iCIMS Hacks: Scheduling Without Calendar Integration (10/3/25) 44:46

3M ago44:46

44:46

Workarounds to schedule interviews without calendar integration using fixed weekly windows and self-scheduling. Reminder: default duplicate-checking is first name, last name, email; with the fall release you can include phone number. Quick wins for smoother scheduling, better data integrity, and more control. https://systemadmininsights.com/…

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#155 The Evolving State of Customer Experience: Insights and Future Trends 23:28

3M ago23:28

23:28

What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape? This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Profession…

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iCIMS Hacks: Scheduler, Data, and Offers (9/26/25) 44:52

3M ago44:52

44:52

iCIMS admins share practical takeaways on running scheduler v2 alongside legacy, safeguarding reporting accuracy, starting data-first in change management, and mapping offer-letter variables without circular errors. Real lessons from the field to help streamline your iCIMS practices. https://systemadmininsights.com/…

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#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism 29:09

4M ago29:09

29:09

What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn't forgive? Is our political identity quietly fueling a new kind of "super loyalty" that's transforming customer behavior, for better or worse? In this episode of the Delighted Customers podcast, I dive into these burning question…

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iCIMS Hacks: Smarter Source Reporting & Email Fixes 55:33

4M ago55:33

55:33

Admins shared why recruiting workflow source is more reliable than person source, with candidates often changing their own data. Another key reminder was to update iCIMS SFTP whitelisting to avoid email delivery issues. Practical takeaways from the SAI community in action. https://systemadmininsights.com/…

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#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience 34:35

4M ago34:35

34:35

What happens when your company's reputation—and your customers' trust—hangs by a thread? Are you ready for a moment when a crisis isn't just possible, but inevitable? In this episode, I dive deep into one of the most critical topics for today's leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your org…

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#152 Toyota's Secret Weapon: Applying the A3 and Nemawashi for Customer Loyalty 32:36

4M ago32:36

32:36

What if the real secret to customer loyalty and transformation isn't just about great ideas, but about how you build consensus within your organization—before you make a single move? Too often, even the smartest strategies can get derailed by resistance, misalignment, or simple miscommunication inside a company. That's why I was eager to dig into t…

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iCIMS Hacks: Data Sharing, Retention, and Permissions (9/5/25) 45:44

4M ago45:44

45:44

System Admin Insights covers key updates: Indeed requiring ATS disposition data, validation on HR data retention timelines, and a reminder that template permissions can be edited even after creation. 👉 Free Friday Calls: https://system-admin-insights.circle.so/events 👉 Free trial: https://system-admin-insights.circle.so/c/icims-discussion/ #iCIMS #…

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#151 The Generous Leader: 7 Ways to Give of Yourself for Everyone's Gain 31:42

4M ago31:42

31:42

What if the real secret to exceptional leadership isn't control, charisma, or even performance—but generosity? Could the "soft stuff" like listening, empathy, and vulnerability truly drive the hardest results in business? In this episode of the Delighted Customers podcast, I dig into that very question with Joe Davis, legendary former Senior Partne…

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iCIMS Hacks: Referral Links and Duplicate Checks (8/29/25) 49:56

4M ago49:56

49:56

Learn why legacy referral links from pre-2016 portals should be avoided and how to make intentional choices about duplicate checking criteria in iCIMS. 👉 Free Friday Call: https://system-admin-insights.circle.so/events 👉 Trial Membership: https://system-admin-insights.circle.so/c/icims-discussion/ https://systemadmininsights.com/…

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iCIMS Hacks: Vendor Vetting, AI, and Source Data: Live From NYU (8/22/25) 59:49

4M ago59:49

59:49

Live from NYU, the SAI community digs into iCIMS release issues, fake candidates, vendor vetting, AI adoption, and keeping source data clean. https://systemadmininsights.com/By Alex Marcus

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# 150 Delta's AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers? 27:43

5M ago27:43

27:43

Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation? That's the burning question I dive into with my guest, Dr. Peter Fader, on this episode of the Delighted Customers podcast. With Delta Air Lines rolling out AI-driven pricing and the world watching closely, the conversation takes a…

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#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service 27:40

5M ago27:40

27:40

What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation? That's the burning question I dig into with my guest on this episode of the Delighted Customers podcast. If you've ever wondered why some organizations continually miss the ma…

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iCIMS Hacks: GDPR, Global Hiring, and AI Recruiting Challenges (8/15/25) 57:23

5M ago57:23

57:23

Key takeaways from this session include the push for standardized phone fields, rising challenges from AI-driven job applications, and why GDPR remains the global gold standard for data privacy. Learn how iCIMS system admins are navigating compliance, data, and recruiting complexity together. https://systemadmininsights.com/…

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#148 Rethinking AI Strategy in Customer Experience 32:24

5M ago32:24

32:24

Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting "FOMO" drive your next big tech investment? On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great cust…

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iCIMS Hacks: Smart Customization & Interview Tips (8/8/25) 42:11

5M ago42:11

42:11

Learn iCIMS tips from real admins: customize column headers (even in Spanish), get a blank permissions workbook from customer service, spot AI in video interviews, and mirror pinned tabs on profiles. Listen for practical, real-world advice. https://systemadmininsights.com/By Alex Marcus