Simply CX

As AI handles routine inquiries, human agents are left with the toughest, most emotionally charged customer interactions. In this episode, Myra Golden shares her psychology-based 3R framework—Regulate, Redirect, Resolve—to help teams de-escalate conversations, build trust, and close interactions with clarity. She also reveals how AI can elevate training, coaching, and scale in the modern CX organi...

In this episode of  Simply CX , Nicole McKinley sits down with Corinne Martinez, owner and partner of Berryessa Gap Vineyards, to explore how a family-owned winery transformed both customer and employee experience through intentional CX leadership and smart use of technology. From vineyards to tasting rooms to Teams Voice and chatbots, Corinne shares practical lessons on commun...

In this episode of  Simply CX , Nicole McKinley sits down with Jess Loren, Founder and CEO of Global Objects, to explore how photoreal digital twins are transforming industries from media and entertainment to energy, education, and cultural preservation. Together, they unpack why accuracy, trust, and emotional connection are becoming essential pillars of customer experience in an AI-driven wo...

In this episode of Simply CX, host Nicole McKinley sits down with Neil Iversen, Vice President of Professional Services at TTEC Digital, to unpack a real-world airline contact center transformation  that  reduced average handle time by 30% while dramatically improving agent and traveler experiences. Together, they explore how AI, journey design, and early ag...

In this episode, Nicole sits down with Mark Chamberlain, Global Managing Director of Customer Experience at Kantar, to challenge conventional thinking about CX metrics. Together, they explore why long‑term memory—not momentary satisfaction—is the real driver of customer choice, brand growth, and competitive advantage.     You'll walk away with:   • A new way to think...

In this episode of  Simply CX , Nicole McKinley sits down with Allison West Hughes, Corporate Vice President of Global  Small and Medium Business  at Microsoft, to unpack how Microsoft became its own “customer zero” by deploying an autonomous AI sales agent—Agent Riley. Together, they explore what it takes to balance scale, trust, privacy, and human-centered design wh...

In this episode, Nicole talks with Jim McDonnell, Microsoft’s Global Lead for Customer Advocacy, about how AI-native developers, students, and small businesses are reshaping customer expectations. Jim shares why AI agents are now part of the customer ecosystem, how to eliminate friction for developers, and what he’s learned about experience design from running multiple restaura...

The first season of Simply CX was full of insights from creating emotional loyalty and building organizational culture to AI-driven innovation and omnichannel experiences. In this episode, Nicole shares the themes and stories that shaped the season—and the conversations that stood out.     You'll walk away with:   • Why culture is the fou...

Episode Summary:   In this episode of  Simply CX , Nicole talks with  Nasim Eftekhari  from City of Hope about how customer experience innovation is reshaping cancer care. Discover how AI-driven tools like their Hope LLM are reducing clinician burnout, improving patient outcomes, and even saving lives through smarter clinical trial matching—all by putti...

In this episode of Simply CX, host Nicole McKinley sits down with Chris Holt, Supervisor of Technology Training at Hillsborough County Public Schools (HCPS), to explore how one of the largest school districts in the U.S. transformed its classroom experience. From interactive flat panels to AI-powered learning accelerators, Chris shares how HCPS built a human-centric, scalable change management str...

In this episode of Simply CX, Nicole talks with Brian Hodel from T-Mobile about how his team tackled a manual employee experience and transformed it into a streamlined, AI-powered solution for customers. They dive into how AI, customer feedback, and frontline employee insights shaped a tool that personalizes promotions, simplifies decision-making, and enhances both customer and employee experience...

In part two of our conversation with Chris Lipman, Chief Customer Experience Officer at e&, we dive deeper into how immersive leadership -- like spending a day in the call center -- can spark real change. Chris shares how AI is reshaping customer experience, the risks of voice bots, and the importance of keeping customer expectations at the center of innovation.      You'll...

“CX is not an exact science—it’s a puzzle.” In the first part of this 2-part series, Chris Lipman, an award-winning CX expert and Chief Customer Experience Officer at e& UAE, shares how his obsession with solving puzzles fuels his approach to customer experience. e& identifies and prioritizes CX issues, rapidly prototypes solutions, and measures their impact on both customer satisfaction a...

In this episode of Simply CX, Nicole McKinley talks with Erica Baird, Executive Director of Global Sales and Service at Cummins, about how customer experience is deeply embedded across every facet of the company—from engineering and field service to sales and product development.       You'll walk away with:  • How Cummins uses AI to predict and prevent&nbsp...

We’re breaking the mold in this episode, as Nicole sits down with two of her peers who are helping bring the CX vision for Microsoft to life. How do you embed customer experience into the DNA of a global organization? Learn from Mike Friday GM of Global Customer Experience Engagement and Diana Parker; GM of Enterprises Sales & Operations who share how Microsoft moved from reactive surveys to p...

Buying a car should feel like a joyride, not a chore—and CarMax is investing to make it easy, exciting, and even fun. In this episode of Simply CX, Nicole sits down with Shamim Mohammed, EVP and Chief Information and Technology Officer at CarMax, to explore how the company is redefining the car buying experience. From omnichannel innovation to AI-powered tools like Sky 2.0, Shamim shares how CarMa...

In this episode of Simply CX , Nicole sits down with Imran Khan, Head of Innovation and Design at TD Bank, to explore what it means to stay human-centered in a world of rapid AI transformation and generational change.  Imran shares how TD Bank is designing intuitive, intelligent experiences that serve both customers and employees—from real-time AI support for call center agents to the groundb...

In this episode of  Simply CX , Nicole sits down with behavioral scientist and CX visionary  Ken Hughes  to explore the emotional side of customer experience. Together, they dive into why  emotional loyalty  and  customer intimacy  are the true differentiators in an increasingly commoditized, AI-powered landscape.  Ken shares powerful stories—from how&n...

Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scal...