AI & CX Digital Transformation
How AI, automation, and data are reshaping CX, EX, and marketing
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Episode 74: Colleen Fazio, Senior CX Analyst at Forrester
How reactive feedback models are no longer sufficient, how human-centered design must evolve when agents shop and decide on our behalf, and where CX can create the most value by partnering earlier with marketing, sales, service, and operations
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Episode 59: Ken Favaro, author of Real Strategy and Chief Strategy Officer of BERA.ai
How real strategy comes from clear answers to who you serve, why they choose you, and how you deliver—driving alignment across business, brand, and culture
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Episode 57: Jennie Kaylie, Founder & CEO of Rock the Brands
How techniques such as future-proofing through backcasting, leveraging AI for rapid insights, and fostering a company culture that empowers employees to deliver authentic brand experiences can build lasting brand equity
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Episode 54: Peter Fogelsanger, Consultant and Fractional Partner Executive
Why thriving partner ecosystems are essential for scaling customer success and enhancing the customer journey, and how today's partner programs must move beyond simple referral models to create truly integrated, collaborative ecosystems that drive real business impact
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Episode 53: Dave Sommer, SPV at Bazaarvoice
How the most effective brands today are built not only through ads, but also authentic, emotionally engaging experiences amplified at scale
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Episode 40: Brad Smith, Founder of Vector Business Navigation
How to create a truly customer-centric organization by aligning your brand with your CX strategy, empowering employees, and leveraging technology to enhance the customer journey
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Episode 36: Michael Fulvio, CX Director at Snipes
How Snipes builds emotional connections and utilize data-driven decision-making to strengthening their brand's community
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Episode 32: Stacey Sherman, Author, Speaker, and Podcast Host
Insights on consumer behavior and how it shapes customer experience, such as how our minds can transform the way we lead and interact
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Episode 28: Jim Tincher, Author and CX Expert
How you can create moments of genuine delight in your B2B experiences to drive long-term success
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Episode 27: Mary Ellen Grom, Executive Director of CX at AFL
How AFL’s approach to CX is changing the game by breaking down silos and merging CX with business metrics
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Episode 20: CX Expert Michelle Martinez
How Michelle’s focus on her company's culture enabled her to innovate and scale CX for clients
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Episode 18: Joel Rubinson, President of Rubinson Partners
An exploration of the movable middle, segmentation, and personas
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Episode 16: Michael Pettiette, Marketing Professor at the University of Houston
Personas, environments, reflections, and CX capabilities that you can leverage to aid your business
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Episode 6: Vin Varma, Chief Experience Officer of Oak Street Health
How Oak Street Health is improving their patient experience
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Episode 1: Greg Stuart, CEO of MMA Global
Why CMOs are focusing on CX to create value