CX Decoded By CMSWire

In this episode of CX Decoded, Dom Nicastro and Michelle Hawley of CMSWire discuss the evolving roles of chief marketing officers (CMOs) with insights from CMOs Gurdeep Dhillon of Contentstack and Kathie Johnson of Sitecore.

In this episode of CX Decoded, Dom Nicastro, editor-in-chief at  CMSWire , and Michelle Hawley, senior editor at CMSWire, explore the intersection of employee experience (EX) and customer experience (CX) within the marketing landscape. The episode features insights from Gautam Pantakar, GM of  Oldfield , and DeLu Jackson, executive VP and chief marketing officer at  ADT . Gautam covers the importa...

We cover today the convergence of humanity and technology in today's marketing landscape, featuring insights from Karna Crawford, CMO at Marqeta , and Tom Wentworth, CMO at  Recorded Future .  In this episode, Karna shares her insights on how to bring a little bit of humanity into B2B marketing — while still getting all the benefits of modern-day technology. And Tom takes us through his strategic...

In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digital transformation spurred by the pandemic.

In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.

This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences. The conversation dives into the nuances between UX design and e...

We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.

Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity across all business operations.

In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancements to a more holistic integration of digital innov...

This episode is brought to you by  Wix Studio . The delicate interplay of customer experience (CX) and employee experience (EX) forms the backbone of today's hospitality management, where understanding and valuing the contribution of each employee translates directly into enhanced customer satisfaction.  Embodying this principle is Gautam Patankar, chief experience officer at Bobby Jones Links. Wi...

This episode is brought to you by Wix Studio . The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridg...

This episode is brought to you by Wix Studio . Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the quality of customer interactions. Shri shares her firsthand experiences in driving AI projects, emphasizing the importance of a customer-centric approach...

This episode is brought to you by Wix Studio . Jason Ferrell,  Capital One's managing vice president of experience design, is a designer at heart. Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives.  Ferrell believes in design experiences through a personalized app...

Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning. Principal CX leader Marietta Silva Allison takes us behind the curtain for all of it in this episode.

In the dynamic field of customer experience (CX), professionals need to develop and hone particular skills to navigate its challenges successfully. Cary Cusumano, an expert in CX management, has mastered this domain. Emphasizing the importance of traits like curiosity and persistence, Cusumano understands the need for continual growth and innovation in this industry. In this podcast, Cary explores...

In this episode of CX Decoded, Brianna Langley Henderson, a seasoned CX practitioner, delves deep into the implications of introducing generative AI into business organizations. She acknowledges the transformative potential of AI and its capacity to fundamentally alter the landscape of various industries. At the same time, she highlights the resistance this technology faces from certain quarters....

In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the  CMSWire CONNECT Conference , CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven track record of innovation and tangible results. Throughout this episode, Karna, former head of US marketing at the  Ford Motor Company , shares her invaluabl...

Michelle Morris, customer experience leader for  Verizon Connect , shares insights on customer satisfaction, loyalty, the necessity of cross-department collaboration and best ways to achieve data-driven success.

In this podcast episode, Sarah Kimmel, the vice president of research at  Simpler Media Group , casts a discerning eye on  "The State of the CMO"  survey, offering a rare glimpse into the shifting landscape of  chief marketing officers (CMOs)  and the competencies they must cultivate. The study's revelations place creative thinking at the top of vital skills, trailed by strategic management, leade...

Melissa Henley, an experienced CX leader at  Luxion , the company behind  KeyShot  3D software, explores the vital aspects of both customer and employee experiences. In this latest podcast with  CMSWire's CX Decoded , Melissa, a CMSWire Contributor, identifies two core metrics that CX leaders should prioritize: churn and  net revenue retention (NRR ). Melissa elaborates on the significance of thes...

While positive employee experiences can enhance customer experiences, negative employee experiences can have the opposite effect. A  famous SNL sketch  parodies the frustrating experience of trying to cancel cable service, with a customer being repeatedly put on hold, transferred to different departments and subjected to aggressive sales tactics from customer retention specialists. The sketch high...

In recent years, organizations have increasingly turned to digital experience platforms (DXPs) to improve their online presence and engagement with customers. In this episode of  CX Decoded , we sat down with  Sitecore's  Dave O'Flanagan,  Optimizely's  Deane Barker and  Contentstack's  Nick Barron to discuss DXPs and a shift to composable platforms and related concepts such as content management...

In a story that echoes the classic American dream, media mogul Oprah Winfrey started out working at a grocery store where she was forbidden to talk to customers, a move that left her feeling unfulfilled. However, she soon found a job at a radio station where her talents for communication and engagement were allowed to flourish, leading her down the path to becoming a cultural icon with her own tal...

Johann Heinrich Pestalozzi, a Swiss educational reformer, is widely regarded as the father of modern education. Despite his relative obscurity today, Pestalozzi made major contributions to the field of education in the 19th century, pioneering new methods that were a stark departure from traditional European schools of the time.  Pestalozzi emphasized real-world learning experiences and a student-...

In this  CX Decoded podcast , Jim Tincher, founder, CEO and journey mapper-in-chief at  Heart of the Customer  and author of the book  "Do B2B Better,"  discusses the importance of talking to customers after a transaction has taken place. He uses his experience as a product manager for health savings accounts to illustrate how a disconnect between the company's understanding of its customers and t...