Best Doing Cx Right Podcasts (2025)

1
Automation and AI in Support: Keeping the Human Touch 30:33

Play Pause

3d ago30:33

30:33

This episode dives deep into the balance between automation and human connection in modern customer support. Dan O’Connell, CEO of Front, joins Darren Prine to unpack how Front powers over 9,000 businesses to deliver seamless, personalized service at scale — using AI the right way. From breaking silos to redefining collaboration, Dan explains why t…

1
#68: Improving lead quality with Derek Gerber, Power Digital 26:03

5d 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…

1
197. CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook | Miika Mäkitalo 23:31

7d 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…

1
AI employees and the future of work with Surojit Chatterjee 48:02

3d 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…

1
#265: Winning Leadership Buy-In: Aligning CX with Business Goals 25:03

3d ago25:03

25:03

Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the true value of CX to drive …

1
#67: CMOs are shaping the messaging and the markets with Monica Kumar, Extreme Networks 23:51

12d 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…

1
196. How To Turn Painful Customer Complaints Into Profitable Growth | Michael Nguyen 27:27

14d 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 …

1
Finding the content-market fit your customers care about with Ross Simmonds 46:35

10d 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…

1
#264: B2B or B2C: Time to Level Up in CX with Ben Phillips 28:14

10d ago28:14

28:14

Ben Phillips, a 20-year CX professional, explains how B2B customer experience differs from B2C, highlights key B2B moments, and gives real examples of fixing and leveraging accounts. He also shares practical training ideas: translate leadership strategy into frontline actions and use short, authentic formats like podcasts. About Ben Phillips Ben is…

1
#66: Building a culture of AI innovation with Michael Domanic, UserTesting 21:21

20d 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'…

1
195. Google's Chief Strategist Reveals Powerful Secrets to Customer Loyalty | Neil Hoyne (Replay) 31:54

21d 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…

1
Why empathy still wins in an AI-powered world with Sara Fortier from Outwitly 35:45

17d 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…

1
#263: People, Platforms, and the Truth About CX 33:53

17d ago33:53

33:53

In this episode, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, the strategies top companies use …

1
Building Support from Scratch: How to Hire, Lead, and Scale the Right Way 1:00:53

24d ago1:00:53

1:00:53

Send us a text Every thriving support org starts the same way — with one brave person, a shared inbox, and no documentation. But how do you turn that chaos into a foundation that lasts? In this episode of CX Roundtable, host Sarah Caminiti sits down with two leaders who have lived every version of “building from scratch”: Kenji Hayward (Director of…

1
#65: Transforming CX with AI plus People, Processes, and Platforms, with John Durocher, Calix 23:03

27d 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…

1
194. Gaining a Competitive Edge With An Experience Mindset | Tiffani Bova (Replay) 37:13

24d 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…

1
Flipping the funnel starts with knowing your customers with Sangram Vajre 46:35

24d 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…

1
#262: Retail Reinvented: People, Platforms, and the Truth About CX with Melissa Moore 28:17

24d ago28:17

28:17

Melissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels. About Melissa Moore Melissa Moore is an award-winning Retail Consultant and Edu…

1
The Analytics Advantage: Why the Right QA Solution Defines Your CX Success 26:03

1M ago26:03

26:03

Can analytics turn your contact center from a cost center into a driver of revenue and loyalty? In this conversation, Darren Prine and Jim Iyoob explore the new era of QA, one that’s powered by AI, data, and predictive insights. In this episode, you’ll learn: Why QA must evolve from checking boxes to changing behaviors How predictive coaching helps…

1
#64: Successful AI adoption requires human ingenuity, with Nickole Brown, Cella by Randstad Digital 25:40

1M 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…

1
193. Customer Service Week: How Top Companies Make It Year-Round | Stacy Sherman 11:16

1M 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…

1
All the questions you had about synthetic users but were afraid to ask 42:51

1M 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…

1
#261: Fans Favorite: Mastering Design Thinking: Igniting Innovation and Supercharging Transformation with Michael Lewrick 33:30

1M ago33:30

33:30

In this episode, Greg sits down with Michael Lewrick, bestselling author and design thinking expert, to unravel how the mindset of design thinking—beyond just tools—can spark innovation, drive transformation, and elevate business performance. Michael dives into real-world cases, shares his "50 tools" framework, explores how to measure innovation us…

1
AI, Humans & the Future of CX 🚀 39:07

1M ago39:07

39:07

What happens when AI meets the human side of customer experience? In this episode, we discuss: How to break down silos across voice, email, chat, and social Where AI is making the biggest impact today (agent assist, routing, analytics) Why balancing automation with empathy is the real differentiator How CX leaders can shift from cost centers to rev…

1
#63: Marketing in a world of agent to agent transactions with Mathieu Dhondt, EPAM 23:41

1M 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…

1
192. Emotion as Currency: The New ROI of Customer Experience | Stacy Sherman 16:34

1M 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 …

1
Build your Plan B: How content entrepreneurship can unlock freedom and meaning 43:52

1M 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…

1
#260: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success 29:44

1M ago29:44

29:44

Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and …

1
#62: B2B CX and the Evolving B2B Customer with Rajesh Sankaran 21:21

2M ago21:21

21:21

Agility requires a deep understanding of evolving customer expectations and the ability to adapt quickly to meet those needs, especially in the complex B2B landscape. It also demands breaking down silos between marketing, sales, and customer service to create a unified customer journey. Today, we're going to talk about the nuances of B2B customer e…

1
Unlocking SaaS growth with fast, focused customer research with Asia Orangio 41:44

2M ago41:44

41:44

Episode web page: https://bit.ly/46FFJbA ----------------------- Episode summary: In this episode of Insights Unlocked, we dive deep into the intersection of customer research, growth strategy, and fast decision-making with Asia Orangio, founder and CEO of DemandMaven. Host Lija Hogan, principal of experience research strategy at UserTesting, guide…

1
#259: Leading High-Performing Teams: Simple Habits of Fearless Leaders: Nick James 38:56

2M ago38:56

38:56

Learn how fearless leaders build high-performing teams. Nick James shares practical habits: start with why, create psychological safety, empower people, use candid feedback, and coach individuals. He also explains his Eighty20 coaching, leading agile change, and why radical transparency and backing your team matter in fast change driven by AI and t…

1
#61: How agentic AI can transform B2B event marketing with Travis Cushing, CPO of RainFocus 23:19

2M ago23:19

23:19

If you had to bet on one technology that will fundamentally reshape B2B marketing in the next five years what would it be, and would it have "agentic" and "AI" in the name? Agility requires not just reacting to technological advancements like agentic AI, but proactively experimenting with them and adapting your strategies based on real-world result…

1
191. How to Build a Company Culture that Empowers Workers for Optimal Performance | Daniel Goleman (Replay) 33:09

2M ago33:09

33:09

Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explai…

1
Why brand matters and how CMOs are playing out of position 42:38

2M ago42:38

42:38

Episode web page: https://bit.ly/3K2NcZn ----------------------- Episode summary: In this episode of Insights Unlocked, Joe Chernov, a seasoned B2B marketing leader and Executive in Residence at Battery Ventures, joins host Johann Wrede to unpack the modern CMO’s biggest trap—playing out of position. Joe shares the pivotal career moment that pulled…

1
#258: Building the Future: AI, Avatars and the Power of Community 29:08

2M ago29:08

29:08

This episode explores avatars, AI, and community-driven value. Annika Kessel explains Cosmic Universe, ethical avatar design, NFTs, and community economies. Hear real risks like profile hacking and practical uses for brands, education, and mental health. Learn a human-centered view of AI and the future. About Annika Kessel Annika Kessel is a vision…

1
The AI Secrets Most Companies Don’t Know (Yet) 42:25

2M ago42:25

42:25

Host: Darren Prine Guests: Brad Garner & Aaron Symbolik (Krista) What can AI really do for enterprises right now? Spoiler: it’s far more than chatbots and hype. In this episode, we dive into real-world wins, missed opportunities, and why leaders can’t afford to “wait and see” when it comes to AI adoption. Key topics include: Enterprise-wide AI impa…

1
#60: Anticipating and adapting to change with Kathleen Pomento, ProcureAbility 22:40

2M ago22:40

22:40

Agility requires not only adapting to change but also anticipating it. This means understanding the evolving needs of your customers and the broader market landscape, and adjusting your strategies accordingly. Today, we're going to talk about navigating the complexities of marketing in the procurement services industry, especially in times of econo…

1
The Future of Help Desks: AI, Product Partnerships, and Redefining Customer Experience 1:04:02

2M ago1:04:02

1:04:02

Send us a text The help desk has always been the backbone of customer experience — but in an age of AI, automation, and rapidly scaling SaaS, what will it look like five years from now? In this episode of CX Roundtable, host Sarah Caminiti sits down with three product leaders shaping the tools support teams use every single day: Scott Rocher (VP of…

1
Finding Your Voice in CX Content Creation 1:02:47

2M ago1:02:47

1:02:47

Send us a text Content has become the new currency of customer experience. But how do you find your voice, build credibility, and balance authenticity with brand alignment in an industry that’s still defining itself? In this episode of CX Roundtable, host Sarah Caminiti gathers four leaders shaping the CX content space: Luke Jamieson (Operata), Mat…

1
The Future of BPOs 1:05:17

2M ago1:05:17

1:05:17

Send us a text The Future of BPOs: From Commodity Outsourcing to Strategic Partnership Outsourcing has long been seen as a numbers game — low cost, high volume, little connection. But what happens when leaders refuse to play by those rules? In this episode of CX Roundtable, host Sarah Caminiti brings together three of the most forward-thinking BPO …

1
190. Customer Service ROI - The Numbers Behind Loyalty | Neal Topf (Replay) 29:02

2M ago29:02

29:02

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging se…

1
How to stop wasting research and turn customer insights into action with Jake Burghardt 37:35

2M ago37:35

37:35

Episode web page: https://bit.ly/3UXulRJ ----------------------- Episode summary: In this episode of Insights Unlocked, host Lija Hogan sits down with Jake Burghardt, author of Stop Wasting Research and ex-Amazon and ex-Microsoft. Together, they dive into one of the most overlooked challenges in customer research: why so much valuable insight never…

1
#257: Toward a Post-Digital Society: Where Digital Evolution Meets People's Revolution: Antonio Grasso 33:09

2M ago33:09

33:09

Antonio Grasso offers invaluable perspectives for anyone looking to understand the intersections of technology, business, and society. By embracing a human-centric approach to digital transformation, businesses and individuals can prepare for a future where technology supports and enhances human endeavors. About Antonio Grasso is the Founder and CE…

1
#59: Maintaining customer centricity by knowing when to automate with Jeanne Duca, BCN 17:36

2M ago17:36

17:36

With customer centricity being top of mind, is the rush to automate and hyper-personalize making things better or is it making customers feel less connected to their favorite brands? Agility requires keeping the human elements of empathy and understanding visible and audible beneath growing layers of automation tools. Today we're going to talk abou…

1
189. Advancing Customer Experiences Through IT Alignment | Michael Buckham-White (Replay) 33:21

2M ago33:21

33:21

It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Informa…

1
Creating workplaces that work for all to thrive with Tara May 38:44

2M ago38:44

38:44

Episode web page: https://bit.ly/4fEzKXi ----------------------- Episode summary: In this thought-provoking episode of Insights Unlocked, host Lija Hogan is joined by Tara May, CEO of Spirit Tech—a pioneering tech company where more than 90% of the staff are autistic. Together, they explore what it truly means to create inclusive workplaces, the bu…

1
#256: Beyond the Theory: Creating Meaningful Experiences with Sam Stern 30:10

2M ago30:10

30:10

Sam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, e…

1
Future of Knowledge Management | Martin Hobratschk 27:47

2M ago27:47

27:47

Guest: Martin Hobratschk, CEO of Cognita Knowledge Management Host: Darren Prine, Cloud Tech Gurus Episode Overview Knowledge management is often overlooked — or worse, misunderstood. Many companies think a SharePoint folder or Google Docs library is enough. In reality, these “digital landfills” slow down agents, frustrate customers, and hurt reten…

1
#58: Interfaces that generate joy, with Dominik Angerer, Storyblok 20:44

3M ago20:44

20:44

Is it possible for enterprise marketing technology to actually spark joy? Or are we all just resigned to a future of clunky interfaces and frustrating workflows? Agility requires adaptable technology and empowered teams. It also requires a willingness to embrace new approaches and a focus on continuous improvement. Today, we're going to talk about …

1
188. How to Drive Strategic Growth with Customer Journey Orchestration | Bill Staikos 37:09

2M ago37:09

37:09

Many companies claim to put customers first. Yet when teams and technology don't work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos…