Best Voices of CX by Worthix Podcasts (2025)

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Writing the Blueprint for Customer Obsession: Marbue Brown - S10E8 41:09

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3y ago41:09

41:09

This week, I had the chance to read the blueprint for customer obsession (literally) with the help of Marbue Brown. He’s a CX practitioner with years of experience at companies who can more or less take credit for starting the movement toward customer obsession. Amazon, Microsoft, Cisco, JP Morgan Chase… you know, just some mom-and-pop shops.We dis…

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B2B Content Marketing with a Growth Strategy: A. Lee Judge – S10E7 48:16

3y ago48:16

48:16

This week, we got into the weeds of digital content production with A. Lee Judge. Lee is the co-founder and CEO of Content Monsta, a B2B marketing content agency that specializes in podcasting.What really sets him apart is his focus on generating and proving ROI which comes from his own experience as a marketer. There is a multitude of services for…

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CX Professionals Worldwide Get Back to Basics: Rick Denton - S10E6 39:04

3y ago39:04

39:04

This week, I talked to fellow podcaster and CX professional Rick Denton. He hosts the CX Passport podcast and believes that the best meals are served outside and require a passport, and I tend to agree with that! He’s also the managing principal at EX4CX, a business growth consultancy that wants to help CX professionals stop the “survey & score” mi…

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Behavior Design; Map Key Behaviors by being Uncomfortably Specific: Kristen Berman - S10E5 39:07

3y ago39:07

39:07

This week, I had the pleasure of speaking with Kristen Berman. She’s a behavioral scientist, CEO, and co-founder of Irrational Labs, helping teams apply behavioral design research to their products and services.We covered multiple ways to think about behavior design, like studying the physical environment in which decisions are made, resolving conf…

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Why Setting Guest Expectations is a Huge Challenge for Hospitality: Mike Kuenne - S10E4 37:38

3y ago37:38

37:38

This week, I was joined by Mike Kuenne, owner and principal of Kuenne Advisory LLC. We discussed the complex reality of setting expectations in the hospitality industry. One guests’ memory-building experience is another’s one-star review, and the absolute norm in one region is a completely foreign experience in another.A misalignment in expectation…

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Design Thinking at the Agency Exporting Silicon Valley: Marcela Lay - S10E3 36:11

3y ago36:11

36:11

This week, I had a good friend on the show, Marcela Lay, SVP and Head of Client Strategy at Y Media Labs. Of all her passions, the one she makes her name from is the cultural transformation of companies. She draws a lot from her experience in hospitality, translating her standard of care for individual guests to a company level. She helps Silicon V…

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Making Qualitative CX Data Practical and Scalable: Alex Genov - S10E2 40:14

3y ago40:14

40:14

This week, I had the pleasure of speaking with Alex Genov, Head of Marketing Insights and Customer Research at Zappos. We discussed the tension between academic research and its application in organizations, and how the human aspects of research found in qualitative studies get overlooked. As Alex suggests, the key is fine-tuning the balance betwee…

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How Storytelling Creates Customer Value Through Shared Experiences: Graham Brown - S10E1 50:47

3y ago50:47

50:47

To kick off the Voices of CX Podcast’s season 10, we hosted Graham Brown.Graham and I took a good look at the human experience, complete with detours down memory lane. He’s a storyteller by trade, helping leaders tell better stories through data and showcasing great experiences.In our discussion, we delved into the human side of business, and how c…

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Scientific Data Analysis and the Death of Predictive Analytics: Peter Shafer - S9E10 46:54

3y ago46:54

46:54

This week on the Voices of CX Podcast we hosted Peter Shafer, VP of Sales and Marketing at The Prosper Group. He gets up in the morning to connect the dots between human behaviors and the scientific data analysis that explains the story behind them. It would be hard enough if the fast-paced and unpredictable world we live in hadn't rendered most pr…

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Where Conversion Rate Optimization Meets Human Behavior: AJ Davis - S9E9 36:44

3+ y ago36:44

36:44

This week on the Voices of CX Podcast we hosted AJ Davis, Founder and CEO of Experiment Zone, to discuss the utility of Conversion Rate Optimization, and how it bridges the gap between economics and human behavior. Understanding what really goes into customers' decision-making is a lot more complicated than simple AB testing; it might get you by, b…

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Voice of the Customer - the Not-So-Secret Weapon of the Customer-Centric: Marilyn Mead - S9E8 38:39

3+ y ago38:39

38:39

This week on the Voices of CX Podcast we hosted Marilyn Mead, VP of Marketing at Winmo. We discussed how applying the authentic voice of the customer throughout the organization (with a focus on marketing) is one of the best ways to put your company on the path to being truly customer-centric.🟠About Marilyn MeadAs VP of Marketing for List Partners’…

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The Importance of Small Business and their Consumers // CX In Context 9:27

3+ y ago9:27

9:27

On this week's CXIC, we unpacked the idea that CX is the backbone of the small business world with Hank Ebeling. 🟠About Hank EbelingHank Ebeling is a sought-after speaker and small-business entrepreneur and the founder and owner of H4 Training gyms. He’s built his career on a passion for customer service and customer experience, and today helps oth…

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Crushing the Competition With Service: CX For Small Businesses: Hank Ebeling - S9E7 29:29

3+ y ago29:29

29:29

This week on the Voices of CX Podcast we hosted Hank Ebeling, founder and owner of H4 Training gyms, and in a refreshing change of pace, the first small-business entrepreneur we've hosted on this podcast! But as you might expect, CX is no less important to small businesses just because it's easier to manage. In fact, it's even more important when y…

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The Importance of Treating People Like People In Business // CX In Context 8:18

3+ y ago8:18

8:18

On this week's CXIC, we took a note from the book of Warren Buffett: 'People will forget what you said, people will forget, but people will never forget how you made them feel'. That's why treating people like people is so important, especially in business. 🟠About Crystal GarrettProfessional writer, storyteller, and creator Crystal Garrett is a Sr.…

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Even B2B Storytelling Is Made For People: Crystal Garrett - S9E6 42:34

3+ y ago42:34

42:34

This week on the Voices of CX Podcast we hosted a special guest: Crystal Garrett, Sr. Copywriter at Salesforce and - if you've been listening to the pod long enough to remember - our original host! Crystal and Mary reminisce about the origins of the VoCX Podcast and about how even B2B storytelling is made for people. 🟠About Crystal GarrettProfessio…

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How COVID Supercharged the Decentralization of Work // CX In Context 8:56

3+ y ago8:56

8:56

Welcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you.This week on the Voices of CX Pod…

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How Digitizing and Decentralizing Creates Great Customer Experiences: Jonathan Shroyer - S9E5 41:53

3+ y ago41:53

41:53

This week on the Voices of CX Podcast, we talked to Jonathan Shroyer, Chief Customer Experience Innovation Officer at Arise Virtual Solutions. His passion is for customer service and helping people understand how to create amazing customer experiences in a decentralized way.🟠About Jonathan ShroyerCEO & Co-FounderJonathan has been a customer service…

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Keeping Up with Changing Customer Expectations in Hospitality // CX In Context 7:49

3+ y ago7:49

7:49

Welcome to CX In Context! Sometimes, we can’t get into as much detail as we’d like during the podcast. On CX In Context, our host Mary takes the timeliest and most thought-provoking concepts from each episode’s discussion and puts them into a practical business context; in other words, why they should matter to you.This episode, we dive into the wi…

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Lessons From Legendary Companies In The Hospitality Industry: Alec Dalton - S9E4 41:52

3+ y ago41:52

41:52

This week on the Voices of CX Podcast, we talked to Alec Dalton, Co-founder & Partner of the Hospitality Leadership Academy about service concepts he's perfected over his decade in hotel operations and global quality management with brands like Marriott, The Ritz-Carlton, and Disney. We discuss why approaching exceptional service with an industrial…

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Human Experience: Why Love Should be Part of Your Office Culture // CX In Context 10:49

3+ y ago10:49

10:49

Welcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new toda…

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Elevating the Human Experience: Amelia Dunlop - S9E3 47:19

3+ y ago47:19

47:19

This week on the Voices of CX Podcast, we talked to Amelia Dunlop, Chief Experience Officer at Deloitte Digital. She talked about her greatest passion, elevating the human experience in the workplace and how love should be part of that conversation.🟠About Amelia DunlopAs Chief Experience Officer at Deloitte Digital and leader of the US Customer Str…

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3 Things to Keep in Mind When Starting Your Company's Social Media // CX In Context 9:29

3+ y ago9:29

9:29

Welcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-provoking concepts from each episode's discussion and does just that. We hope you learn something new toda…

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How Hootsuite Teaches Brands to Serve Customers Better - Matt Fingerhut - S9E2 42:43

3+ y ago42:43

42:43

This week on the Voices of CX Podcast, we talked to Matt Fingerhut, Senior VP of Hootsuite's Global Customer Organization. We'll dive into how Hootsuite teaches brands to serve customers better by wielding social media intentionally and responsibly.🟠About Matt FingerhutMatt's grateful to be on this podcast, on our planet, at Hootsuite, and among hi…

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CX In Context // Bite-size business insights from the Voices of CX Podcast 8:47

3+ y ago8:47

8:47

Welcome to CX In Context. Sometimes on the Voices of CX Podcast, we just run short of time and can't get into as much detail during an episode as we'd like. Some concepts are worth elaborating on and putting in a real-world business context to be truly useful. Thus, CX In Context was born, where our host Mary takes the timeliest and most thought-pr…

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All About Voices of CX with Mary Drumond: The 100-Episode Special - S9E1 26:38

3+ y ago26:38

26:38

On this week's episode, we brought on...the host! That's right, Mary Drumond, Worthix CMO and Editor-in-Chief of the Voices of CX blog gets the script flipped and takes the hot seat. Will she survive the onslaught of deep, thought-provoking questions from none other than her previous guests and her own listeners?🟠Visit VoicesofCX.com to read the fu…

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The Best of Voices of CX Season 8 21:33

4y ago21:33

21:33

For this episode, we curated the best of Voices of CX Season 8 to find the ones that pushed our thoughts on CX in new and exciting directions.Our Picks (full episodes):Chelsea Kim – Pay it Forward with Empathy; a New Way to Bank: https://bit.ly/3Egl2BMChris Wallace – Scaling Frontline CX Knowledge Throughout Your Company: https://bit.ly/3peZWPIHowa…

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Chris Wallace - Scaling Frontline CX Knowledge Throughout Your Company - S8E13 33:54

4y ago33:54

33:54

On this week’s episode, we talked to Chris Wallace about scaling the best of your frontline employee’s knowledge, experience and expertise all the way up to the executive suite so that your company can make the most of it.🟠About Chris Wallace Chris is the Co-Founder and President of InnerView, a marketing consulting firm that helps companies align …

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Michael Keplinger - Finding the Why Behind the Buy in Consumer Packaged Goods - S8E12 37:51

4y ago37:51

37:51

On this week's episode, we talked to Michael Keplinger about a topic we don't normally get to explore - consumer packaged goods. Which is crazy, because after our conversation, it's hard to imagine an industry that's more about understanding customers, inside and out.🟠About Michael KeplingerMichael Keplinger is a partner at SmashBrand, an agile bra…

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Chelsea Kim - Pay it Forward with Empathy; a New Way to Bank - S8E11 39:40

4y ago39:40

39:40

On this week's episode, we talked to Chelsea Kim about why the banking industry (and all industries, for that matter!) need to focus on kindness, and how “paying it forward” can be a business principle.🟠About Chelsea Kim Chelsea Kim is the Co-Founder and Head of Marketing and Operations at BELLA, a lifestyle brand with the first conversational bank…

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Caroline Buck - Bringing Customer Centricity to Pet Food - S8E10 40:17

4y ago40:17

40:17

On this week's episode, we talked to Caroline Buck about her unlikely journey from the world of UX and brand marketing to direct-to-consumer pet food. 🟠About Caroline BuckCaroline is the co-founder and chief marketing officer at Petaluma, a sustainable dog nutrition company. Caroline’s background is predominantly in product marketing, business deve…

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Nicholas Zeisler - Getting CX Right, Starting with Process Engineering - S8E9 43:37

4y ago43:37

43:37

On this week's episode, we talked to Nicholas Zeisler about process engineering, and how designing more efficient CX processes doesn't mean more layoffs. 🟠About Nicholas ZeislerNicholas “Z” Zeisler is a Fractional Chief Customer Officer and CX Strategist, and Principal at Zeisler Consulting. He’s been a Fortune 100 CX Executive and has helped clien…

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Howard Tiersky - A Customer-Centric Approach to Digital Transformation - S8E8 52:18

4y ago52:18

52:18

On this episode, we talked to Howard Tiersky, CEO at FROM, The Digital Transformation Agency, whose goal is to bring companies up to speed with customers' expectations of the digital sphere. After COVID fast-tracked digital transformation for everyone, it's even more essential to get it right.🟠About Howard TierskyHoward is the Wall Street Journal b…

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Leslie Short - Create a Company Culture You Can Be Proud Of with DEI - S8E7 44:04

4y ago44:04

44:04

On this episode, we talked to Leslie Short, and how she’s bringing the best of Diversity, Equity and Inclusion (DEI) to big corporations that struggle with or strive to improve their own programs. And she’s doing it with a mind for serious, long-term, evolving relationships between employers and their most valuable asset – their people.🟠About Lesli…

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Dan Steinman - Customer Success is Vital to the Consumption Model - S8E6 41:11

4y ago41:11

41:11

On this episode, we talked to Chief Customer Evangelist at Gainsight, Dan Steinman. Dan has been deeply involved in the field of Customer Success before the phrase was coined by Salesforce, then adopted by virtually every major business in the world. He's seen business models shift over the years, from the subscription model to the newer consumptio…

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Dan Gingiss - What Makes a Remarkable, Shareable Customer Experience? - S8E5 39:31

4y ago39:31

39:31

On this week's episode, Dan Gingiss joined the Voices of CX Podcast to promote his new book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share. Customers are more than eager to share bad experiences - in fact, companies have trained them for it, whether they meant to or not. So, what does it take to …

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Jill Raff - Great Employee Experience Drives Great Customer Experience - S8E4 43:22

4y ago43:22

43:22

Jill Raff joined us on Season 8 of the Voices of CX Podcast to talk about the full value of the employee experience, how it directly impacts the customer experience, and how the past two years have highlighted just how rough front-liners have had it.Jill Raff is the globally recognized EX2CX™ Expert, amongst the Top 150 Global Customer Experience T…

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Shareef Mahdavi - Why Patient Experience and Customer Experience Deserve to be Equal - S8E3 44:40

4y ago44:40

44:40

On this week's episode of the Voices of Customer Experience, we talked to Shareef Mahdavi, president and co-founder of SM2 Strategic. As a speaker and consultant, he's on a mission to help doctors be better at their chosen profession by merging the core tenets of patient experience with those of customer experience, and goes in-depth with his new b…

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Shep Hyken - He Said He'll Be Back - S8E2 44:12

4y ago44:12

44:12

On this week's episode, star speaker, friend of the show and returning guest Shep Hyken rejoins the Voices of CX Podcast to discuss his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. 🟠About Shep HykenShep Hyken is the CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and exper…

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Wayne McCulloch - The Best CS Framework Starts with Empathy - S8E1 40:53

4y ago40:53

40:53

🟠About Wayne McCullochOne of the world’s leading customer success experts and a Top 100 Customer Success Strategist, Wayne McCulloch works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He’s a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused r…

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Megan Burns - Marriage Counseling the Customer-Brand Relationship - S7E13 50:17

4y ago50:17

50:17

Megan Burns is one of the world’s leading experts on customer experience and culture change. She advises leaders and organizations on how to use the science of human behavior to embed world-class customer experience (CX) practices into operations, IT, customer service, and sales so an exceptional experience becomes the everyday norm.Megan’s insight…

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David Sakamoto - CS Begins with Empathetic Project Planning - S7E12 33:32

4+ y ago33:32

33:32

David Sakamoto brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing delivery of products and services to deliver customer outcomes and propel revenue growth. He brings a unique background in customer success, sales engineering, services (professional, managed and support), product …

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Ben Labay - Create Malleable Teams With Data - S7E11 39:34

4+ y ago39:34

39:34

Ben is the CEO of the experimentation and CXO agency, Speero, by CXL. He combines a decade of academic and research training with UX & business development knowledge to help scope and run experimentation and CXO programs for companies including P&G, Serta Simmons, Codecademy, MongoDB, and Miro.Access the transcript on our blog at https://voicesofcx…

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Clare Muscutt - How a Sisterhood of CX Rose from 2020 - S7E10 34:01

4+ y ago34:01

34:01

Clare is internationally recognized as ‘the thought leader who did the job’ and delivered award-winning commercial results, leading the CX functions for some of the world’s biggest companies in hospitality, retail, and B2B, including Whitbread, Sainsburys, and Compass Group. In 2017 she founded CMXperience Ltd., a boutique CX design agency based in…

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Sirte Pihlaja - Play Your Way to 3-Dimensional Thinking - S7E9 30:51

4+ y ago30:51

30:51

Sirte Pihlaja (CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®) is the CEO of Shirute Ltd, the first customer experience agency in Finland. She is an internationally recognised CX/EX expert, coach, keynote speaker, designer and strategist with over 25 years of experience in advising large corporations and brands in various industries and countries…

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Scott McKain - Creating Iconic Distinction in CX - S7E8 47:37

4+ y ago47:37

47:37

Scott McKain is a globally recognized authority on how organizations and professionals create distinction to attract and retain customers — and stand out in a hyper-competitive marketplace.Scott’s recent book, ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction,” was recently named on Forbes.com as a …

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Fabrice Martin - Give Analysts Superpowers with NLP - S7E7 33:30

4+ y ago33:30

33:30

Fabrice is responsible for the vision, roadmap and go-to-market strategy for the Clarabridge CX Suite of products. He brings more than two decades of experience launching new products and business applications focused on solving large, complex analytical problems and delivering valuable insights.Access the transcript on our blog at https://voicesof…

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deBBie akwara - Find Your Own Expression of CX - S7E6 43:11

4+ y ago43:11

43:11

deBBie akwara (popularly referred to as the CX Queen), is a leading CX entrepreneur and CX educator in Africa. She is the founder of Nigeria’s 1st boutique CX management consulting firm, Niche Customer Experience Consulting Firm.Prior to Niche, deBBie led CX success in the banking, telecommunications and education sectors working at noted local, pa…

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Mark Hamill - Recognizing Excellence in Customer Centricity - S7E5 42:01

4+ y ago42:01

42:01

Mark is from Belfast, Northern Ireland and spent 10 years in the UAE before moving back to the UK in 2019. Recently he has moved to Hungary with his family. Mark started as a consultant for a Customer Experience Consultancy. He is the Co-Founder and Managing Director of ARCET Global. In 2013, Mark co-founded Awards International UAE which successfu…

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Mark McClure - Empathy Works With Companies, Too - S7E4 39:39

4+ y ago39:39

39:39

Mark McClure currently serves as the Executive Vice President of Customer Experience at Babel Street where he successfully leads his team with all post-sale customer facing operations such as onboarding, training and customer support. Mark guides his team by promoting trust and respect between customer and company, while paying attention to the det…

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Robbie Kellman Baxter - Creating Highly Personalized Membership Experiences - S7E3 44:46

4+ y ago44:46

44:46

Robbie Kellman Baxter is a consultant, author and speaker. She is also the author of The Membership Economy and The Forever Transaction, and hosts the podcast Subscription Stories. Robbie has more than 20 years of experience providing strategic business advice to major organizations, including Netflix, Fitbit, Microsoft and Consumer Reports. She ha…

Voices Of CX By Worthix Podcasts