Sam Stern
Customer Experience Patterns Podcast
Every 2 weeks, customer experience expert Sam Stern will explain a customer experience pattern that underpins some of the World's best customer experiences. Patterns are models or designs dervied from real-world examples that have been proven to work. The episodes will include detailed descriptions of the Pattern, data and evidence to supports its importance, and instructions to follow the pattern yourself to create great customer experiences. Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privac...
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Episodes
The Overlooked CX Superpower with Lauren Feehrer 11.12.2025 28:28
Why organizational expertise is so important to the success of CX teams. Lauren Feehrer on LinkedIn LoyaltyCraft CX Consultancy Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podca...
Make Bright Spots More Likely To Emerge In Your Customer Experience 04.12.2025 11:16
Phil Hamburg's post about the restaurant chains' change to the drive through script Previous CX Patterns episode on bright spots analysis Previous episode on Bright Spots. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish...
Making AI Actionable For Your CX - With Nico Rieul 27.11.2025 31:24
Thanks to James O'Connor for connecting us. Find Nico on LinkedIn Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essen...
5 Things I Didn't Know About The Peak-End Rule 20.11.2025 9:08
The Peak/End rule has more layers and nuance than I thought, and I'm on a learning journey to explore it further. Join me. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. M...
Integrating AI Into Customer Experiences The Right Way 13.11.2025 29:14
Puneet Mehta on LinkedIn Netomi Integrating AI into your current workflows the right way. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Cust...
Take Inspiration From Experience Conventions And Obligations 06.11.2025 5:56
Delivering on expected moments don't make your experience trite, it makes it feel comfortable and familiar. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Lear...
10 Seconds Or Less To Convince Someone To Be Your Customer 30.10.2025 35:43
Find Todd on LinkedIn Buy Todd's book - The 10-Second Customer Journey Links to my two episodes with CX Pro of the year Gloria Gupta: The CX Leader Of The Year Is Here You Will Have To Take Responsibility For Problems That Aren't Yours To Solve Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topic...
Creating Great Experience Ends Starts With Knowing When The Experience Ends 23.10.2025 8:42
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , How To Create Great Custome...
Journey Mapping With AI Masterclass 16.10.2025 24:42
Marion's LinkedIn Profile Folks, I can't stress how good this content is, please follow the links: Marion's epic LinkedIn post with an absolute treasure trove of CX knowledge Marion's post on Building a Unified Journey Framework step by step Link to Marion's post with her Journey Framework Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing fr...
Make CX Day & Customer Service Week The Fresh Start Your CX Initiatives Need 09.10.2025 5:32
Episode 100 of the podcast. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty ,...
Journey Mapping Masterclass With Marion Boberg 02.10.2025 26:38
Marion's LinkedIn Profile Folks, I can't stress how good this content is, please follow the links: Marion's epic LinkedIn post with an absolute treasure trove of CX knowledge Marion's post on Building a Unified Journey Framework step by step Link to Marion's post with her Journey Framework Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing fr...
What's the matter with measurement in CX? 25.09.2025 6:16
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , How To Create Great Custome...
Psychology of CX 101 Book Launch Episode with Author Mark Levy 18.09.2025 31:11
Mark Levy on LinkedIn Psychology of CX Book Mark's DCX Newsletter Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essen...
Effortless Experiences Are Forgettable & Regrettable 11.09.2025 4:16
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , How To Create Great Custome...
Employee Experience & Customer Experience Hot Takes Leave Me Cold 04.09.2025 18:18
Integrating Employee Experience and Customer Experience initiatives is both more complicated and simpler than you think it is. Tamar Cohen and I will make that make sense. Find Tamar on LinkedIn Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experienc...
Rethinking Employee Experience Myths And Reality 28.08.2025 6:30
The myths that lead to misguided employee experience initiatives, and how to do employee experience improvements the right way. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podca...
Why You Should Buck The Trend Of Treating Employees Poorly 14.08.2025 25:10
Why the current backlash to all things Employee Experience is short-sighted, misguided and bad for business. Just because you can bully employees doesn't mean you should. Find Tamar on LinkedIn Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience...
The Exponential CX Team: How One CX Team Increased Its Impact By 50X 07.08.2025 8:00
The Power Core Concept from Jeanne Bliss , the original Chief Customer Officer. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Exper...
CX Execution Secrets With Salman Sharif 31.07.2025 29:05
Salman Sharif on LinkedIn CSMs are Linchpins Experience Design Project Execution Tips Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer...
What Proust, Mad Men And Steven Bartlett's Barber Can Teach CX Teams About Creating Memories 24.07.2025 6:18
The clip of the famous Carousel pitch scene (it's all about nostalgia, and it will make you nostalgic for peak tv) Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My Linked...
You Will Have To Take Responsibility For Problems That Aren't Yours To Solve 18.07.2025 14:15
Gloria Gupta On LinkedIn Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , Ho...
Good All The Time Beats Potentially Great - The Case For AI 10.07.2025 5:39
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , How To Create Great Custome...
How To Build Your Internal Coalition To Make CX Transformation Possible 04.07.2025 6:22
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , How To Create Great Custome...
The CX Leader Of The Year Is Here 26.06.2025 34:21
Gloria Gupta On LinkedIn Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , Ho...
Be Prepared For Your Big Break - Having A Plan If Luck Breaks Your Way 12.06.2025 5:18
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , How To Create Great Custome...
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