CX Champions

This episode features an interview with Bruce Temkin, Head of the Qualtrics XM Institute, the leading experience management platform in the world. Bruce is also known as the “Godfather of Customer Experience.” In this episode, Bruce discusses how to move from insight to action more quickly, focusing on sensing change, and how to thrive both personally and professionally in the year of agility. Quo...

This episode features an interview with Alexandra Morehouse. Alex is Chief Digital Officer and Chief Marketing Officer at Banner Health, a health system with hospitals and facilities in six states. In this episode, Alex talks about addressing data deprecation in the cookie-less future, integrating disparate systems after an acquisition, and the “Know Me” principle. Quotes *”Marketing used to be se...

This is a special episode highlighting key takeaways from past cases. In this episode, host Lyssa Myska Allen discusses tips for the best customer experience, from in-person to virtual, from top industry leaders. Quotes *”There's no easier audience to sell to than people who have already bought from you, know that you exist, and like the product. And so if you want to sell more to your existing cu...

This episode features an interview with Orchid Bertelsen. Orchid is the Chief Operating Officer at Common Thread Collective, an eCommerce growth agency. In this episode, Orchid talks about the three ways to grow, developing strategic partners, and how to do it all without losing the soul of your brand. Quotes *”There's no easier audience to sell to than people who have already bought from you, kno...

This episode features an interview with Alexie Harper and Ori Ratner. Alexie is the Chief Product Officer and Ori is the Chief Technology Officer at the Quantic School of Business and Technology. And they are also both Co-Founders. In this episode, Alexie and Ori talk about keys to designing an engaging UX, challenging learners with real-world scenarios, and how to leave students feeling like they...

This episode features an interview with Melissa O’Brien, Research Leader at HFS Research. Melissa discusses simple ways to apply automation to both the customer and employee side to create an efficient and balanced customer experience. Quotes *”​​There's so much data, in particular in the contact center, that just gets overlooked. It's a treasure trove of information.  How can you understand your...

This episode features an interview with Boone Putney, Chief Technology Officer at Fetch Package. Boone talks about bringing excitement and beauty into the customer experience, the importance of all teammates understanding the end user, and how technology and CX go hand in hand. Quotes *“I'm definitely passionate about the customer side of things. I think you can have some pretty hollow technology...

This episode features an interview with Keren Lynch, Publicist and Manager of Communications for the Anaheim Ducks. Keren talks about the challenges they faced during the pandemic as an in-person events based business. She shares how the Ducks worked to be an asset to their community, and to engage with their fan base in new and unique ways, including socially distanced and virtual events. Quotes...

This episode features an interview with Tim Ash, Founder of TimAsh.com & PrimalBrain.com. Tim talks about getting inside your customer’s head and creating an intuitive website that feels familiar and drives sales. Quotes *“You need to have focus and say no to 98% of audience expansion tactics. And then you have to have a super clear origin myth that almost acts like a magnet. A brand is not that v...

This episode features an interview with Robin Laine, CEO and Co-Founder of Transect, a SaaS company providing automated environmental compliance solutions for the built world.  Robin talks about advocating for the customer, making a product 10 X better than the competition, and the life cycle of a startup. Quotes *“We really should be the guide along a customer's journey, not the hero of their jou...

Creating a great customer experience can feel like solving a mystery.  How do you listen to your customers?  What are their pain points? What do you do with the feedback they give you? From analytics to automation, how do you deploy the proper technology to get the right insights?   Luckily, you’ve come to the right place. Welcome to CX Detectives.  A podcast dedicated to cracking the case on your...