सर्वश्रेष्ठ CXM पॉडकास्टस (2024)

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Simplifying Complex Customer Journeys Through CXM With Sherri Schwartz 37:07

23d ago37:07

37:07

Sherri Schwartz is the Head of Marketing at OvationCXM, a customer experience management platform that leverages AI for unique insights. She graduated amidst a financial crisis and pivoted from broadcast journalism to a successful career in sales and marketing, working across government contracts, financial services, and SaaS technology, gaining de…

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#103: Using Data Visualization to Get Executive Buy-In 33:14

3d ago33:14

33:14

One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives. It’s about storytelling with data…but how? With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University’s Custome…

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Balancing Innovation and Resource Management in Startup Marketing With Caroline Ang Wright 29:07

9d ago29:07

29:07

Caroline Ang Wright is the Head of Marketing at Exodigo, a company transforming infrastructure projects with an AI-powered underground mapping platform. With a non-traditional background spanning English literature and health policy, Caroline found her niche in marketing through diverse roles in hedge funds, large companies, and startups. She's kno…

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#102: Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference 52:49

10d ago52:49

52:49

A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of getting off the respirator is not how much his nurses know, but rather how much they care? A 75-year-old woman is heroically saved by a major trauma center, only to be discharged and fatally struck by a …

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#101: CX-PRO - Beyond the Basics: Book Review with the Editor 27:25

20d ago27:25

27:25

Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to qu…

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#100: Watermark’s CX ROI Study: Proving Its Value to Executives and Skeptics 44:02

24d ago44:02

44:02

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbr…

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#99: From Helping My Deaf Parents to Revolutionizing Customer Experience with AI 43:00

1M ago43:00

43:00

In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging. This experience inspired Guy to develop a solution that could improve communication not only for …

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#98: Trust in CX: Lessons from the Executive Assistant to Ronald Reagan 46:53

1M ago46:53

46:53

Trust in CX: Lessons from the Executive Assistant to Ronald Reagan In the latest episode of the Delighted Customers podcast, Peggy Grande shares her fascinating journey from a regular middle-class family to becoming the executive assistant to President Ronald Reagan. From her unlikely selection to be the executive assistant for Ronald Reagan to her…

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Cultivating Top-Tier Sales and Marketing Alignment in Real Estate Tech With Amanda Sullivan 35:44

1M ago35:44

35:44

Amanda Sullivan is the Vice President of Growth at Sierra Interactive, a company specializing in residential real estate technology. She boasts over a decade of experience scaling marketing programs globally within the SaaS space. Amanda is renowned for fostering sales and marketing alignment and excels in developing brand narratives and activating…

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#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience 33:08

1M ago33:08

33:08

Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement. GenAI promi…

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#96 Building a CX Culture: Everence Federal Credit Union CEO and President 44:02

2M ago44:02

44:02

Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challeng…

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The Power of Modern Market Intelligence With Greg Munves 26:21

2M ago26:21

26:21

Greg Munves is the CEO of OpenBrand, a cutting-edge market intelligence firm built for the modern age. His journey began at the University of Rochester, where he immersed himself in economics and finance, foreseeing a career on Wall Street that took a pivot into the dynamic world of tech startups. As an early member of 1010data, Greg rose from a ja…

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#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center 42:31

2M ago42:31

42:31

Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood. Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals, burned out and short-handed physicians, and an increase in administrative …

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#94: Improving Customer Loyalty through Martech and AI-Powered Solutions 42:08

2M ago42:08

42:08

Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. Whether you're a C-suite executive or a m…

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Optimizing Customer Marketing With Data-Driven Techniques With Hunter Montgomery 29:29

2M ago29:29

29:29

Hunter Montgomery is the Chief Marketing Officer at ChurnZero, a leading customer success platform designed to help businesses prevent customer churn. With over 15 years of b2b SaaS marketing experience and 25 years in b2b marketing, Hunter has a rich history in the industry, working as the Vice President of Marketing at Cision and Chief Marketing …

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#93: Driving Superior Customer Experience with AI and Digital Transformation 42:57

2M ago42:57

42:57

Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud man…

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#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience 50:28

3M ago50:28

50:28

Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State U…

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The Future of Digital Advertising: Mark McEachran on Privacy, Context, and Performance 33:07

3M ago33:07

33:07

Mark McEachran is the Senior Vice President of Product Management at Yieldmo. With a degree in computer science and a career that began in 1997, Mark has grown alongside the evolving digital advertising landscape. Starting at a small company that quickly became the third most-trafficked website at the time, Mark has developed a distinct perspective…

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#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies 49:07

3M ago49:07

49:07

The Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact. From the death of traditional butter…

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#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture 50:51

3M ago50:51

50:51

Ritz Carlton is not just a brand. It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality…

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Mastering Go-to-Market Strategies and Customer Retention With Brian Warrick 31:11

3M ago31:11

31:11

Brian Warrick is the Revenue Leader at Baresquare, a company specializing in AI-powered revenue optimization for e-commerce. He is responsible for go-to-market efforts at Baresquare. With a background in environmental and business economics, a MBA from Rutgers University, and 25 years in digital transformation, Brian's expertise spans startups to e…

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#89: Salesforce’s Approach to Customer Success, AI, & CX 49:33

3M ago49:33

49:33

Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology. Here are my 3 k…

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#88: How Bilt Uses 3-D Instructions to Enrich Lives 38:47

4M ago38:47

38:47

How Bilt Uses 3-D Instructions to Enrich Lives “...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles there, you know, put the kids to bed and -okay, now let's go and assemble this in a bike and a play set…

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The AI Advantage: Unlocking the Power of Data Science in Marketing With Jon Morra of Zefr 34:07

4M ago34:07

34:07

Jon Morra is the Chief AI Officer at Zefr, a company specializing in ad tech platforms and brand safety in the world of “walled garden” platforms such as TikTok, Facebook, and YouTube. With a background in biomedical engineering and a PhD in biomedical engineering, his academic journey took him from Johns Hopkins to UCLA. Jon then transitioned from…

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#87: Empathy-Driven Leadership 44:19

4M ago44:19

44:19

CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress. Patty Soltis, CCXP, shares her wisdom from decades of experience leading change in great brands like Neiman Marcus, Lord & Taylor, The Moffitt Cancer …

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#86: The Power of Social Identity on CX with Professor Gary David 43:41

4M ago43:41

43:41

Do we make buying decisions as individuals or individuals who are part of a group? The answer may surprise you. Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades. His findings challenge the status quo when…

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The Data-Driven Guide to Thriving in a Hybrid Work Environment With Rob Sadow 36:33

4M ago36:33

36:33

Rob Sadow is the CEO and Co-founder of Scoop, a software company that helps hybrid teams coordinate work and creates the Flex Index, which tracks flexible work approaches globally. He studied at The Wharton School of the University of Pennsylvania and began his career at Bain & Company in strategy consulting. Rob's first startup experience was in T…

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#85: The Science of Brand Love 45:24

4M ago45:24

45:24

The Science of Brand Love What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia’s book, The Things We Love, explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on…

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#84: Leading Change by Leveraging Trust with Charles H. Green 48:32

5M ago48:32

48:32

In today's fast-paced networked economy, professionals (especially CX pros) must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough and that’s why Charles H. Green co-authored the Trusted Advisor (and the recently published the 20th Anniversary edition). The key…

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Marketing and Growing as a Compliance Company With Sam Li of Thoropass 26:28

5M ago26:28

26:28

Sam Li is the CEO and Founder of Thoropass, a compliance and audit solution with a customer-first approach. He has extensive knowledge of entrepreneurship, technology, and global strategy, and has worked with companies such as Google and Samsung. Sam holds an MBA from Harvard Business School. In this episode… Compliance has grown to be an ever-pres…

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