Best Doing Cx Right Podcasts (2025)

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Challenges of Gaining CX Buy-In 16:01

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1h ago16:01

16:01

Why do customer experience professionals still struggle to get buy-in from leadership—even in small organizations where alignment should be easier? This question from a listener in the UK captures a universal frustration faced by CX champions worldwide. The challenge isn't about company size or industry. Whether in healthcare, education, or corpora…

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187. Why the 9-9-6 Workweek Trend in AI and Tech Demands Leader Attention Now | Stacy Sherman 13:27

21h ago13:27

13:27

A growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving? In this episode, Stacy Sherman …

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Every (buying) decision is emotional with Talia Wolf 30:22

1d ago30:22

30:22

Episode web page: ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- Episode summary:In this episode of Insights Unlocked, host Nathan Isaacs sits down with Talia Wolf—founder of GetUplift and au…

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#254 Winning Inside to Win Outside: The EX-CX Connection with Francesca Di Meglio 32:07

1d ago32:07

32:07

How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It’s a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation …

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The Human Side of Retention: Why Compensation Alone Won’t Make People Stay with Greg Roche 52:34

6d ago52:34

52:34

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap, is joined by Greg Roche, founder of Retention Rewards and longtime Total Rewards leader. Today, we explore why people leave long before they resign, why counteroffers rarely work, and how simple, intentional conversation…

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Keeping the Customer Visible 12:43

7d ago12:43

12:43

The delicate balance between business efficiency and customer needs sits at the heart of successful process improvement. When organizations focus solely on internal metrics like cost savings and scalability without considering the customer perspective, they risk creating short-term wins that ultimately damage loyalty and undermine long-term success…

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186. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly (Replay) 19:12

8d ago19:12

19:12

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdat…

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Conversion copywriting starts with customer research 31:18

8d ago31:18

31:18

Episode web page: https://bit.ly/45oE6gF ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- Episode summary: In this episode of Insights Unlocked, host Nathan Isaacs chats with Chris Silvestri, f…

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#253: Fans favorite: Mastering Digital Transformation with Marcus Köhnlein 30:43

8d ago30:43

30:43

In this episode, we discuss the role of leadership in guiding these transformations and explore how customer experience is evolving in the digital age. About Marcus Köhnlein Partner at Tactical Management Partner at Quarero Marketing Accelerator Partner at Quarero AG Partner at Taskforce Solutions Ltd / 360workx GmbH Resources LinkedIn Top Voice : …

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CX Pulse Check - August 2025 31:06

14d ago31:06

31:06

What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo …

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185. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman (Replay) 29:03

15d ago29:03

29:03

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advo…

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A magician's take on message testing and marketing clarity 35:34

15d ago35:34

35:34

Episode web page: http://bit.ly/472L2m0 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- What do magicians and marketers have in common? A lot more than you think. In this episode of Insights U…

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#252: It’s Not Just Tech: Why People Drive Real Transformation with Bernd Ziethen 21:07

16d ago21:07

21:07

In this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without st…

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Why Listening, Not Leverage, Is the Future of Labor Strategy with Michael VanDervort 41:38

20d ago41:38

41:38

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap, is joined by Michael VanDervort, a seasoned labor relations strategist and trusted voice in the employee experience space, to discuss how organizations can build extraordinary workplaces through better employee relations…

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No One Cares About Your CX Metrics—Let's Fix That 10:17

22d ago10:17

10:17

Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals. This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down th…

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UX for startups: MVP tips and common design mistakes 37:51

22d ago37:51

37:51

Episode web page: https://bit.ly/4kYTrdD ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode, we sit down with UX veteran and startup advisor Oksana Kovalchuk to explore the common…

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#251: Fans favorite: Mastering the Art of Customer Experience: Insights from the CEO of the CXPA 29:41

23d ago29:41

29:41

Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and …

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Gold Chains and Soap Bars: Female CX Bosses Revolutionizing Men's Brands 59:26

26d ago59:26

59:26

Kayla, Director of CX at Jackson, and Tess, Senior CX Manager at Dr. Squatch, discuss designing customer experience for men's brands. They challenge misconceptions about male consumers, highlighting their engagement and care for product quality. The episode explores strategies for building community, gathering customer feedback, and educating consu…

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Customer-centric? Or just talk? 13:32

28d ago13:32

13:32

What does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You’ll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and…

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184. The Science of Loyalty: Measuring Trust in Customer Relationships | Joe Folkman (Replay) 34:06

29d ago34:06

34:06

Stacy Sherman and psychometrician Joe Folkman dive into the crucial topic of measuring trust in business and leadership. They reveal an innovative approach using anonymous 360-degree assessments to accurately gauge trust levels. Learn why self-perceptions often differ from others' views, and how gender and organizational roles impact trust ratings.…

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Why trust drives great customer experience with Mark Slatin 26:21

29d ago26:21

26:21

Episode web page: https://bit.ly/4eZNwDS ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- What does it take to consistently deliver exceptional customer experiences? In this episode of Insights…

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#250: Jumpstart Your Workplace Culture 22:33

1M ago22:33

22:33

What does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you’ll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Cul…

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How PMC's Michael Trevino Transforms Military Leadership Into HR Success 50:13

1M ago50:13

50:13

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap is joined by Michael Trevino, a Human Resources Manager for Parking Management Company (PMC), to discuss what really happens when you trade your uniform for a suit. What You’ll Learn: How to effectively translate military…

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Surprise, Delight, or Just Get It Right? 11:03

1M ago11:03

11:03

Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX’s biggest myths: that delight always wins. Many brands, especially in B2B, utilities, or financial services, build trust not through flashy moments but through consistent, dependable service. We explore ho…

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183. The Best of Seth Godin on Doing CX Right®‬ 14:53

1M ago14:53

14:53

Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal wh…

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Why shopper behavior is changing and what brands can do with Devora Rogers 19:44

1M ago19:44

19:44

Episode web page: https://bit.ly/3U80YeU ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, Devora Rogers, Chief Strategy Officer at Alter Agents and co-auth…

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#249: Fans favorite: Leading a Human-Centric Digital Transformation 29:20

1M ago29:20

29:20

In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be ena…

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Everywhere All at Once: Mastering CX Across Channels | Wyze & Olly | Ep 4 1:01:26

1M ago1:01:26

1:01:26

Logan Dunn, Head of E-Commerce at Wyze, and Jennifer Peters, Director of D2C at Olly Vitamins, discuss the challenges of managing customer experience across multiple sales channels. They explore the complexities of warranty claims, inventory management, and customer data integration. The conversation delves into the effectiveness of direct mail mar…

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The Customer Experience World Games 2025 with Tom DeWitt 10:04

1M ago10:04

10:04

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to s…

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CX Pulse Check - July 2025 26:41

1M ago26:41

26:41

When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitalit…

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182. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb (Replay) 31:46

1M ago31:46

31:46

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…

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How empathy in marketing can unlock your brand’s higher purpose 33:10

1M ago33:10

33:10

Episode web page: https://bit.ly/4lcY2tG ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- What does it take to make marketing truly meaningful? In this episode of Insights Unlocked, we sit down…

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Evolving Personalization: The Secrets to Staying Ahead in CX 22:53

1M ago22:53

22:53

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOAL…

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Why the Godfather of CX Says Employees Matter More Than Customers with Bruce Temkin 44:42

2M ago44:42

44:42

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap is joined by Bruce Temkin, Chief Humanity Catalyst at Temkinsight and the host of the Humanity at Scale podcast, to discuss how organizations can create more meaningful employee experiences through better leadership pract…

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181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough 29:53

2M ago29:53

29:53

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer…

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Winning with zero-click marketing starts with customer empathy 49:22

2M ago49:22

49:22

Episode web page: https://bit.ly/4lhHPCW ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, Rand Fishkin, co-founder of SparkToro and marketing industry icon…

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Fan Favorite: Recalibrating Leadership for the Infinite Game 32:16

2M ago32:16

32:16

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOAL…

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From Cart to Community: How Brands Build CX That Connects | Glossier & Baublebar | Ep 3 59:49

2M ago59:49

59:49

Cati from Glossier and Maritza from Bauble Bar discuss building customer communities on the CX Mixer podcast. They share insights on leveraging social media, creating VIP experiences, and empowering customer service teams. Cati reveals Glossier's secret Slack community of 800 superfans, while Maritza discusses Bauble Bar's approach to customization…

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The Customer Experience World Games 2025 with Michael Brandt 8:16

2M ago8:16

8:16

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to s…

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Getting Other Leaders On Board with CX 13:14

2M ago13:14

13:14

Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders. CX leadership requires empathy, strategy, and communication. Stepping into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful…

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180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman 35:20

2M ago35:20

35:20

What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why…

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Designing products people trust with Robinhood’s Dheerja Kaur 29:56

2M ago29:56

29:56

Episode web page: https://bit.ly/4l51qH3 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we sit down with Dheerja Kaur, Vice President of Product Manageme…

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Aha! Moments That Change Everything 20:56

2M ago20:56

20:56

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOAL…

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The $10M Insight That Came From a Coffee Break with Sean Fitzpatrick 20:19

2M ago20:19

20:19

Welcome to a brand new episode of Voice Activated: Tuning Employee Insights At Work. Our host Sean Fitzpatrick, CEO of TalentMap, goes solo to share a powerful leadership lesson from his early consulting days in the Alberta oil sands, revealing how this experience shaped his understanding of organizational listening and led to the founding of Talen…

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The Customer Experience World Games 2025 with Thulani Ncube 9:28

2M ago9:28

9:28

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to s…

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CX Mistakes We Learn From 18:32

2M ago18:32

18:32

Customer experience failures often illuminate the path to real transformation. In this episode, we explore how common CX missteps—from disconnected tools and siloed teams to unused customer data—can undermine trust and stall growth. The pandemic exposed just how fragile customer loyalty can be. Brands like Peloton had to pivot quickly as expectatio…

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179. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems - Wendy Smith (Replay) 31:15

2M ago31:15

31:15

Are you struggling to navigate competing demands in your business and personal life? What if you could embrace both sides of seemingly contradictory choices? In this episode, Stacy Sherman and Professor Wendy Smith explore the power of "both/and thinking" to make more creative, flexible, and impactful decisions. Learn how to shift from either/or mi…

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Leading customer-centric transformation with empathy and AI with Tabitha Dunn 25:08

2M ago25:08

25:08

Episode web page: https://bit.ly/43Gxevp ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience…

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Revisited: Unleashing the Power of Experience Management 32:08

2M ago32:08

32:08

In collaboration with CCW Europe Summit 2025 CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALK…

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The Impact A Small CX Team Can Have On A Brand | Carpe and Caraway Home | Ep 2 53:33

2M ago53:33

53:33

Larry brings on Nancy, Director of Customer Experience at Caraway, and Daniel, Head of E-Commerce at Carpe, to discuss scaling CX with small teams. They dive into outsourcing call centers, leveraging help desk flows, and breaking up with customers. Unexpected insights include the power of QR codes in post-purchase experiences, the myth of reducing …