The Tom and Bob Show Transistor (https://transistor.fm) https://feeds.transistor.fm/the-tom-and-bob-show The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals. 2020 The Tom and Bob Show 55e31f44-8c34-527d-acf9-73c794d9e8df no en Wed, 23 Jul 2025 10:36:20 -0400 Tue, 02 Dec 2025 16:14:14 -0500 https://linktr.ee/thetomandbobshow https://img.transistor.fm/VRqB1-f5CLUtR671ekVltSTKYn1CZnc2XWvQ31sS8Og/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzEwNTUwLzE2MDI4/ODA5MzgtYXJ0d29y/ay5qcGc.jpg The Tom and Bob Show https://linktr.ee/thetomandbobshow episodic CX of M Radio The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals. The Tom and Bob Show joins Tom DeWitt, Ph.D. customer experience, customer loyalty, customer service, cx, employee engagement CX of M Radio No No Tricia Houston - Founder and COO, The ExperienceBuilt Group (formerly MMR LIVE) 58 58 Tricia Houston - Founder and COO, The ExperienceBuilt Group (formerly MMR LIVE) full 4ed9aa44-9391-4f52-9cae-024b5c28be68 https://share.transistor.fm/s/d97ed8ad In this episode of the Tom & Bob Show, we discuss with Tricia Houston, the Founder and COO of The ExperienceBuilt Group, how customer experience needs are understood by conducting an experience audits, what the process entails and what its designed to accomplish, why organizations should conduct such audits, and what typical gaps experience audits typically reveal. 

]]> In this episode of the Tom & Bob Show, we discuss with Tricia Houston, the Founder and COO of The ExperienceBuilt Group, how customer experience needs are understood by conducting an experience audits, what the process entails and what its designed to accomplish, why organizations should conduct such audits, and what typical gaps experience audits typically reveal. 

]]> Fri, 20 May 2022 09:17:24 -0400 CX of M Radio CX of M Radio 1716 In this episode of the Tom & Bob Show, we discuss with Tricia Houston, the Founder and COO of The ExperienceBuilt Group, how customer experience needs are understood by conducting an experience audits, what the process entails and what its designed to accomplish, why organizations should conduct such audits, and what typical gaps experience audits typically reveal. In this episode of the Tom & Bob Show, we discuss with Tricia Houston, the Founder and COO of The ExperienceBuilt Group, how customer experience needs are understood by conducting an experience audits, what the process entails and what its designed to customer experience, customer loyalty, customer service, cx, employee engagement No Leo Chan - Chief Innovation & Creativity Officer - Abound Innovation Inc 57 57 Leo Chan - Chief Innovation & Creativity Officer - Abound Innovation Inc full 29cee9ec-f115-477c-8194-4318bc51e7d3 https://share.transistor.fm/s/dc6dee86 Leo Chan, Chief Innovation & Creativity Officer of Abound Innovation joins Tom & Bob on the show to discuss the techniques he uses to inspire innovation in organizations, create a culture of innovation, and how to break down the roadblocks that inhibits innovation. 

]]> Leo Chan, Chief Innovation & Creativity Officer of Abound Innovation joins Tom & Bob on the show to discuss the techniques he uses to inspire innovation in organizations, create a culture of innovation, and how to break down the roadblocks that inhibits innovation. 

]]> Tue, 29 Mar 2022 05:00:00 -0400 CX of M Radio CX of M Radio 1839 Leo Chan, Chief Innovation & Creativity Officer of Abound Innovation joins Tom & Bob on the show to discuss the techniques he uses to inspire innovation in organizations, create a culture of innovation, and how to break down the roadblocks that inhibits innovation. Leo Chan, Chief Innovation & Creativity Officer of Abound Innovation joins Tom & Bob on the show to discuss the techniques he uses to inspire innovation in organizations, create a culture of innovation, and how to break down the roadblocks that in customer experience, customer loyalty, customer service, cx, employee engagement No Debra Roberts - The Relationship Protocol 56 56 Debra Roberts - The Relationship Protocol full 1e2b8e33-c02a-4f4c-83fc-66c418da13e8 https://share.transistor.fm/s/fcecd85f Debra Roberts joins the show to discuss the role of misunderstandings and miscommunication in contributing to the great resignation, the importance of effective communication in creating a positive organizational culture, and the primary reason people avoid conversations. 

]]> Debra Roberts joins the show to discuss the role of misunderstandings and miscommunication in contributing to the great resignation, the importance of effective communication in creating a positive organizational culture, and the primary reason people avoid conversations. 

]]> Tue, 30 Nov 2021 05:00:00 -0500 CX of M Radio CX of M Radio 2320 Debra Roberts joins the show to discuss the role of misunderstandings and miscommunication in contributing to the great resignation, the importance of effective communication in creating a positive organizational culture, and the primary reason people avoid conversations. Debra Roberts joins the show to discuss the role of misunderstandings and miscommunication in contributing to the great resignation, the importance of effective communication in creating a positive organizational culture, and the primary reason people avo customer experience, customer loyalty, customer service, cx, employee engagement No Enza Sleva: Enza's Rant - Episode 1 55 55 Enza Sleva: Enza's Rant - Episode 1 full b38b9c8d-9ac5-408f-b4a1-fb34e1ecc1a6 https://share.transistor.fm/s/019cd967 Enza Sleva, a freelance mentor, coach, and consultant with decades of experience in the automotive industry, will join Tom & Bob on a monthly basis to discuss issues in customer experience that hold her interest. This month we discuss the state of customer experience in healthcare.

]]> Enza Sleva, a freelance mentor, coach, and consultant with decades of experience in the automotive industry, will join Tom & Bob on a monthly basis to discuss issues in customer experience that hold her interest. This month we discuss the state of customer experience in healthcare.

]]> Tue, 16 Nov 2021 15:32:20 -0500 CX of M Radio CX of M Radio 2041 Enza Sleva, a freelance mentor, coach, and consultant with decades of experience in the automotive industry, will join Tom & Bob on a monthly basis to discuss issues in customer experience that hold her interest. This month we discuss the state of customer experience in healthcare. Enza Sleva, a freelance mentor, coach, and consultant with decades of experience in the automotive industry, will join Tom & Bob on a monthly basis to discuss issues in customer experience that hold her interest. This month we discuss the state of cus customer experience, customer loyalty, customer service, cx, employee engagement No CXM 360 Special: Steven Carleton and Bradley Kruger 54 54 CXM 360 Special: Steven Carleton and Bradley Kruger full fe549518-5d08-4290-ab4b-1387bd820cc8 https://share.transistor.fm/s/6db76bff Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event. 

]]> Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event. 

]]> Tue, 26 Oct 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1274 Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event. Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event. customer experience, customer loyalty, customer service, cx, employee engagement No Vivian Phillips Husband, SVP - Contact Center, Wells Fargo 53 53 Vivian Phillips Husband, SVP - Contact Center, Wells Fargo full 108fe901-49d5-442b-b11e-2a6269796a8b https://share.transistor.fm/s/7c158df9 Vivian Phillips Husband, Senior Vice President - Contact Center and Customer Success Leader for Wells Fargo joins Tom & Bob on the show to discuss the upcoming launch of her podcast on the CX of M Radio Network, the thought that went into the planning for her show, and what listeners can expect when they tune in for her captivating broadcasts.  

]]> Vivian Phillips Husband, Senior Vice President - Contact Center and Customer Success Leader for Wells Fargo joins Tom & Bob on the show to discuss the upcoming launch of her podcast on the CX of M Radio Network, the thought that went into the planning for her show, and what listeners can expect when they tune in for her captivating broadcasts.  

]]> Tue, 05 Oct 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1541 Vivian Phillips Husband, Senior Vice President - Contact Center and Customer Success Leader for Wells Fargo joins Tom & Bob on the show to discuss the upcoming launch of her podcast on the CX of M Radio Network, the thought that went into the planning for her show, and what listeners can expect when they tune in for her captivating broadcasts. Vivian Phillips Husband, Senior Vice President - Contact Center and Customer Success Leader for Wells Fargo joins Tom & Bob on the show to discuss the upcoming launch of her podcast on the CX of M Radio Network, the thought that went into the planning customer experience, customer loyalty, customer service, cx, employee engagement No Rob LoCascio, Founder and CEO of LivePerson 52 52 Rob LoCascio, Founder and CEO of LivePerson full 13f659fb-87e3-4c07-9761-fed71ce377bf https://share.transistor.fm/s/b48d43af The founder and CEO of LivePerson, Rob LoCascio is one of the longest-standing technology founding CEOs and has been profiled in Forbes’ series of Thought Leaders Changing the Business Landscape. In this episode of The Tom & Bob Show, Rob discusses the role of AI in the customer experience and customer care, how AI will evolve in that role in the future, and the steps that are being taken to protect the customer and their information. 

]]> The founder and CEO of LivePerson, Rob LoCascio is one of the longest-standing technology founding CEOs and has been profiled in Forbes’ series of Thought Leaders Changing the Business Landscape. In this episode of The Tom & Bob Show, Rob discusses the role of AI in the customer experience and customer care, how AI will evolve in that role in the future, and the steps that are being taken to protect the customer and their information. 

]]> Tue, 28 Sep 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1245 The founder and CEO of LivePerson, Rob LoCascio is one of the longest-standing technology founding CEOs and has been profiled in Forbes’ series of Thought Leaders Changing the Business Landscape. In this episode of The Tom & Bob Show, Rob discusses the role of AI in the customer experience and customer care, how AI will evolve in that role in the future, and the steps that are being taken to protect the customer and their information. The founder and CEO of LivePerson, Rob LoCascio is one of the longest-standing technology founding CEOs and has been profiled in Forbes’ series of Thought Leaders Changing the Business Landscape. In this episode of The Tom & Bob Show, Rob discusses th customer experience, customer loyalty, customer service, cx, employee engagement No Andy Haas, Service Transformation Leader - Deloitte Digital 51 51 Andy Haas, Service Transformation Leader - Deloitte Digital full 9e36cda8-6845-4f38-9bd2-a899e829836c https://share.transistor.fm/s/546bdb34 Andy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery.

]]> Andy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery.

]]> Tue, 21 Sep 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1851 Andy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery. Andy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery. customer experience, customer loyalty, customer service, cx, employee engagement No Eckhart Boehme, Founder and Managing Director - Unipro Solutions (Part 2) 50 50 Eckhart Boehme, Founder and Managing Director - Unipro Solutions (Part 2) full 6f21dfd7-6473-4f8e-a380-68e3b5626817 https://share.transistor.fm/s/f931d730 In part 2 of a series, Eckhart Boehm joins Tom & Bob on the show to discuss the practical steps for analyzing data for customer progress design. 

]]> In part 2 of a series, Eckhart Boehm joins Tom & Bob on the show to discuss the practical steps for analyzing data for customer progress design. 

]]> Tue, 07 Sep 2021 05:00:00 -0400 CX of M Radio CX of M Radio 2030 In part 2 of a series, Eckhart Boehm joins Tom & Bob on the show to discuss the practical steps for analyzing data for customer progress design. In part 2 of a series, Eckhart Boehm joins Tom & Bob on the show to discuss the practical steps for analyzing data for customer progress design. customer experience, customer loyalty, customer service, cx, employee engagement No Eckhart Boehme, Founder and Managing Director - Unipro Solutions (Part 1) 49 49 Eckhart Boehme, Founder and Managing Director - Unipro Solutions (Part 1) full 3d087f47-196a-42f5-979c-b6009fc2859d https://share.transistor.fm/s/47d03416 While the Jobs to Be Done framework is a well recognized tool for identifying customer goals, little is understood about evaluating customer progress in achieving their goals. In the first of a two episode series of The Tom & Bob Show, Eckhart Boehme introduces and discusses a framework, The Wheel of Progress, he has designed for just that purpose. 

]]> While the Jobs to Be Done framework is a well recognized tool for identifying customer goals, little is understood about evaluating customer progress in achieving their goals. In the first of a two episode series of The Tom & Bob Show, Eckhart Boehme introduces and discusses a framework, The Wheel of Progress, he has designed for just that purpose. 

]]> Tue, 31 Aug 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1710 While the Jobs to Be Done framework is a well recognized tool for identifying customer goals, little is understood about evaluating customer progress in achieving their goals. In the first of a two episode series of The Tom & Bob Show, Eckhart Boehme introduces and discusses a framework, The Wheel of Progress, he has designed for just that purpose. While the Jobs to Be Done framework is a well recognized tool for identifying customer goals, little is understood about evaluating customer progress in achieving their goals. In the first of a two episode series of The Tom & Bob Show, Eckhart Boehme customer experience, customer loyalty, customer service, cx, employee engagement No Tribute to David Robbins, VP - Client Consulting, Gongos 48 48 Tribute to David Robbins, VP - Client Consulting, Gongos full e4470be3-e1eb-42ce-8082-fb083fdfac18 https://share.transistor.fm/s/410c92b9 This episode is a rebroadcast of a previous episode in which Tom & Bob interviewed David Robbins, VP of Client Consulting with Gongos, Inc. David recently lost a brief battle with cancer. The world and the CX industry were a much better place with David in them and we are deeply saddened by his loss. If you didn't know David, listen to this episode and learn what made him so special. If you did know David, sit back, pull your chair up and listen to a friend. 

]]> This episode is a rebroadcast of a previous episode in which Tom & Bob interviewed David Robbins, VP of Client Consulting with Gongos, Inc. David recently lost a brief battle with cancer. The world and the CX industry were a much better place with David in them and we are deeply saddened by his loss. If you didn't know David, listen to this episode and learn what made him so special. If you did know David, sit back, pull your chair up and listen to a friend. 

]]> Tue, 24 Aug 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1893 This episode is a rebroadcast of a previous episode in which Tom & Bob interviewed David Robbins, VP of Client Consulting with Gongos, Inc. David recently lost a brief battle with cancer. The world and the CX industry were a much better place with David in them and we are deeply saddened by his loss. If you didn't know David, listen to this episode and learn what made him so special. If you did know David, sit back, pull your chair up and listen to a friend. This episode is a rebroadcast of a previous episode in which Tom & Bob interviewed David Robbins, VP of Client Consulting with Gongos, Inc. David recently lost a brief battle with cancer. The world and the CX industry were a much better place with Dav customer experience, customer loyalty, customer service, cx, employee engagement No Dan Mohnke - Vice President, eCommerce - Nissan Motor Corporation (USA) 47 47 Dan Mohnke - Vice President, eCommerce - Nissan Motor Corporation (USA) full dfc9abaa-9b08-4b38-a978-d69f622f6c91 https://share.transistor.fm/s/753f1865 Dan joins Tom and Bob for a discussion about the evolvement of the shopping experience for car buyers, how the pandemic has expedited that process, and how Nissan's revolutionary new online platform - Nissan@Home - will be used to help manage the customer experience.  #cxofmradio #customerexperience 

]]> Dan joins Tom and Bob for a discussion about the evolvement of the shopping experience for car buyers, how the pandemic has expedited that process, and how Nissan's revolutionary new online platform - Nissan@Home - will be used to help manage the customer experience.  #cxofmradio #customerexperience 

]]> Tue, 17 Aug 2021 01:00:00 -0400 CX of M Radio CX of M Radio 1703 Dan joins Tom and Bob for a discussion about the evolvement of the shopping experience for car buyers, how the pandemic has expedited that process, and how Nissan's revolutionary new online platform - Nissan@Home - will be used to help manage the customer experience.  #cxofmradio #customerexperience 

]]> customer experience, customer loyalty, customer service, cx, employee engagement No Mark Hamill, Co-Founder and CEO - Arcet Global 46 46 Mark Hamill, Co-Founder and CEO - Arcet Global full 85c7c7ae-382e-4b43-8c5f-021fb614934b https://share.transistor.fm/s/a9851546 Mark joins Tom & Bob on the show to discuss the mission of Arcet Global, its customer-centricity awards, what Arcet hopes to accomplish with the awards process, and changes he has seen in customer experience management. To learn more about Arcet Global, the awards process, or to see past award winners, visit www.arcetglobal.com or experienceportal.arcetglobal.com

]]> Mark joins Tom & Bob on the show to discuss the mission of Arcet Global, its customer-centricity awards, what Arcet hopes to accomplish with the awards process, and changes he has seen in customer experience management. To learn more about Arcet Global, the awards process, or to see past award winners, visit www.arcetglobal.com or experienceportal.arcetglobal.com

]]> Wed, 04 Aug 2021 08:14:06 -0400 CX of M Radio CX of M Radio 1600 Mark joins Tom & Bob on the show to discuss the mission of Arcet Global, its customer-centricity awards, what Arcet hopes to accomplish with the awards process, and changes he has seen in customer experience management. To learn more about Arcet Global, the awards process, or to see past award winners, visit www.arcetglobal.com or experienceportal.arcetglobal.com Mark joins Tom & Bob on the show to discuss the mission of Arcet Global, its customer-centricity awards, what Arcet hopes to accomplish with the awards process, and changes he has seen in customer experience management. To learn more about Arcet Globa customer experience, customer loyalty, customer service, cx, employee engagement No Chantel Botha, CEO, BrandLove Customer Experience 45 45 Chantel Botha, CEO, BrandLove Customer Experience full dedca3b2-36a7-44a7-80aa-7b56a3ae9698 https://share.transistor.fm/s/8d504cd5 Chantel joins Tom & Bob on the show to discuss the launch of her new podcast show on the CX of M Radio Network. In doing so, she touches on the work she and her team do as part of Brandlove Customer Experience, her motivations behind creating the podcast, and what listeners can expect in terms of content and show format. 

]]> Chantel joins Tom & Bob on the show to discuss the launch of her new podcast show on the CX of M Radio Network. In doing so, she touches on the work she and her team do as part of Brandlove Customer Experience, her motivations behind creating the podcast, and what listeners can expect in terms of content and show format. 

]]> Tue, 20 Jul 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1760 Chantel joins Tom & Bob on the show to discuss the launch of her new podcast show on the CX of M Radio Network. In doing so, she touches on the work she and her team do as part of Brandlove Customer Experience, her motivations behind creating the podcast, and what listeners can expect in terms of content and show format. Chantel joins Tom & Bob on the show to discuss the launch of her new podcast show on the CX of M Radio Network. In doing so, she touches on the work she and her team do as part of Brandlove Customer Experience, her motivations behind creating the podc customer experience, customer loyalty, customer service, cx, employee engagement No Allastair Meffen, VP Customer Experience - Definitive Healthcare 44 44 Allastair Meffen, VP Customer Experience - Definitive Healthcare full a3884ae6-3075-4048-8cd2-7cb9e82fdfa6 https://share.transistor.fm/s/3de1c0f4 Allastair Meffen joins Tom & Bob on the show to discuss the customer experience management function at Definitive Healthcare, including the organization's CX goals, strategies, challenges, and the steps being undertaken to overcome them. 

]]> Allastair Meffen joins Tom & Bob on the show to discuss the customer experience management function at Definitive Healthcare, including the organization's CX goals, strategies, challenges, and the steps being undertaken to overcome them. 

]]> Tue, 13 Jul 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1363 Allastair Meffen joins Tom & Bob on the show to discuss the customer experience management function at Definitive Healthcare, including the organization's CX goals, strategies, challenges, and the steps being undertaken to overcome them. Allastair Meffen joins Tom & Bob on the show to discuss the customer experience management function at Definitive Healthcare, including the organization's CX goals, strategies, challenges, and the steps being undertaken to overcome them. customer experience, customer loyalty, customer service, cx, employee engagement No Kevin Budelmann - Founder and President, People Design 43 43 Kevin Budelmann - Founder and President, People Design full 50090469-ac86-4b0c-b841-067a71305fca https://share.transistor.fm/s/2485cab8 Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin discusses his latest article 'CX Systems - 25 Lenses for Experience Design", a fascinating viewpoint on how to approach the customer experience design process. 

]]> Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin discusses his latest article 'CX Systems - 25 Lenses for Experience Design", a fascinating viewpoint on how to approach the customer experience design process. 

]]> Tue, 06 Jul 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1595 Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin discusses his latest article 'CX Systems - 25 Lenses for Experience Design", a fascinating viewpoint on how to approach the customer experience design process. Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin discusses his latest article 'CX Systems - 25 Lenses for Experience Design", a fascinating viewpoin customer experience, customer loyalty, customer service, cx, employee engagement No Fiona Moss - Head of CX Global Analytics Team, Ipsos 42 42 Fiona Moss - Head of CX Global Analytics Team, Ipsos full 260dca63-5c88-413a-ab20-bb9491fdad92 https://share.transistor.fm/s/0de48dc7 Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX KPI, the arguments for and against NPS as a KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one.  

#cx #customerexperience #cxofmradio #thetom&bobshow

]]> Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX KPI, the arguments for and against NPS as a KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one.  

#cx #customerexperience #cxofmradio #thetom&bobshow

]]> Wed, 30 Jun 2021 05:00:00 -0400 CX of M Radio CX of M Radio 1783 Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX key performance indicator (KPI), the arguments for and against NPS as a CX KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one. #cx #customerexperience #cxofmradio #thetom&bobshow Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX key performance indicator (KPI), the arguments for and against NPS as a CX KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one. #cx customer experience, customer loyalty, customer service, cx, employee engagement No Lisa Schmidt - Principal, Worksphere Consulting 41 41 Lisa Schmidt - Principal, Worksphere Consulting full e1e936c5-7046-45e4-b417-9d8c68d26979 https://share.transistor.fm/s/5b062fcf Lisa joins Tom & Bob to discuss culture change, one of the chief barriers to effect CX implementation. Lisa discusses the importance of organizational culture in shaping employee attitudes and behavior, and 'culture washing', a strategy used by organizations to recruit new employees under the false pretense of a positive organizational culture. 

]]> Lisa joins Tom & Bob to discuss culture change, one of the chief barriers to effect CX implementation. Lisa discusses the importance of organizational culture in shaping employee attitudes and behavior, and 'culture washing', a strategy used by organizations to recruit new employees under the false pretense of a positive organizational culture. 

]]> Tue, 22 Jun 2021 05:00:00 -0400 CX of M Radio CX of M Radio 2176 Lisa joins Tom & Bob to discuss culture change, one of the chief barriers to effect CX implementation. Lisa discusses the importance of organizational culture in shaping employee attitudes and behavior, and 'culture washing', a strategy used by organizations to recruit new employees under the false pretense of a positive organizational culture. Lisa joins Tom & Bob to discuss culture change, one of the chief barriers to effect CX implementation. Lisa discusses the importance of organizational culture in shaping employee attitudes and behavior, and 'culture washing', a strategy used by organi customer experience, customer loyalty, customer service, cx, employee engagement No Jeannie Votaw - Senior Strategy and Implementation Manager and Sam Herzing - Strategy and Implementation Lead, Gongos Inc. 40 40 Jeannie Votaw - Senior Strategy and Implementation Manager and Sam Herzing - Strategy and Implementation Lead, Gongos Inc. full 6b2a5298-ab77-4094-85c0-1c031760638e https://share.transistor.fm/s/44f0d78f Jeannie and Sam join Tom & Bob on the show to discuss how the business model at Gongos Inc. has evolved into one focused on helping organizations to develop customer-centric practices, the role of customer performance indicators in shaping CX strategy, and how to engage employees in designing and staying motivated to deliver on CX strategies.

]]> Jeannie and Sam join Tom & Bob on the show to discuss how the business model at Gongos Inc. has evolved into one focused on helping organizations to develop customer-centric practices, the role of customer performance indicators in shaping CX strategy, and how to engage employees in designing and staying motivated to deliver on CX strategies.

]]> Tue, 15 Jun 2021 08:38:55 -0400 CX of M Radio CX of M Radio 2245 Jeannie and Sam join Tom & Bob on the show to discuss how the business model at Gongos Inc. has evolved into one focused on helping organizations to develop customer-centric practices, the role of customer performance indicators in shaping CX strategy, and how to engage employees in designing and staying motivated to deliver on CX strategies. Jeannie and Sam join Tom & Bob on the show to discuss how the business model at Gongos Inc. has evolved into one focused on helping organizations to develop customer-centric practices, the role of customer performance indicators in shaping CX strategy customer experience, customer loyalty, customer service, cx, employee engagement No David Robbins, Vice President - Client Consulting, Gongos Inc. 39 39 David Robbins, Vice President - Client Consulting, Gongos Inc. full 3b14af0b-935a-49c5-937b-fe8f9254f09c https://share.transistor.fm/s/69957050 David joins Tom & Bob to discuss a critical topic - linking customer experience outcomes to organizational KPIs. David discusses the development of Gongos' Value Exchange Model, which introduces CPI's or Customer Performance Indicators, a valuable tool for designing customer experiences and measuring their performance against customer performance goals. He also covers the importance of customer lifetime value (CLV) as a critical KPI and how linking CPIs and CLV can help to drive CX strategy. 

]]> David joins Tom & Bob to discuss a critical topic - linking customer experience outcomes to organizational KPIs. David discusses the development of Gongos' Value Exchange Model, which introduces CPI's or Customer Performance Indicators, a valuable tool for designing customer experiences and measuring their performance against customer performance goals. He also covers the importance of customer lifetime value (CLV) as a critical KPI and how linking CPIs and CLV can help to drive CX strategy. 

]]> Tue, 08 Jun 2021 11:18:14 -0400 CX of M Radio CX of M Radio 1815 David joins Tom & Bob to discuss a critical topic, linking customer experience outcomes to organizational KPIs. David discusses the development of Gongos' Value Exchange Model, which introduces CPI's or Customer Performance Indicators, a valuable tool for designing customer experiences and measuring their performance against customer performance goals. He also covers the importance of customer lifetime value (CLV) as a critical KPI and how linking CPIs and CLV can help to drive CX strategy. David joins Tom & Bob to discuss a critical topic, linking customer experience outcomes to organizational KPIs. David discusses the development of Gongos' Value Exchange Model, which introduces CPI's or Customer Performance Indicators, a valuable tool customer experience, customer loyalty, customer service, cx, employee engagement No Mary Poppen, Chief Customer Officer - Glint at LinkedIn 38 38 Mary Poppen, Chief Customer Officer - Glint at LinkedIn full 13f75a47-a5d9-4900-a5aa-4160a0092e76 https://share.transistor.fm/s/9019afc2 Mary joins Tom and Bob on the show to discuss what Glint is all about, how Glint defines employee engagement, why CX practitioners should be concerned about employee engagement, and the strategies they can employ to create more highly engaged employees within their own organizations. 

]]> Mary joins Tom and Bob on the show to discuss what Glint is all about, how Glint defines employee engagement, why CX practitioners should be concerned about employee engagement, and the strategies they can employ to create more highly engaged employees within their own organizations. 

]]> Tue, 01 Jun 2021 18:16:52 -0400 CX of M Radio CX of M Radio 1603 Mary joins Tom and Bob on the show to discuss what Glint is all about, how Glint defines employee engagement, why CX practitioners should be concerned about employee engagement, and the strategies they can employ to create more highly engaged employees within their own organizations. Mary joins Tom and Bob on the show to discuss what Glint is all about, how Glint defines employee engagement, why CX practitioners should be concerned about employee engagement, and the strategies they can employ to create more highly engaged employees wi customer experience, customer loyalty, customer service, cx, employee engagement No Steven Carleton, Vice President - Customer Experience, Premera Blue Cross 37 37 Steven Carleton, Vice President - Customer Experience, Premera Blue Cross full 4c6dd424-00c4-4138-af76-3ff7f5b9ef2c https://share.transistor.fm/s/d4a33aba Steven Carleton joins Tom and Bob on the show to discuss his evolving career in customer experience management, including the creation of the CX function at eBay, and the lessons he has learned along the way. 

]]> Steven Carleton joins Tom and Bob on the show to discuss his evolving career in customer experience management, including the creation of the CX function at eBay, and the lessons he has learned along the way. 

]]> Wed, 19 May 2021 07:56:02 -0400 CX of M Radio CX of M Radio 1701 Steven Carleton joins Tom and Bob on the show to discuss his evolving career in customer experience management, including the creation of the CX function at eBay, and the lessons he has learned along the way. Steven Carleton joins Tom and Bob on the show to discuss his evolving career in customer experience management, including the creation of the CX function at eBay, and the lessons he has learned along the way. customer experience, customer loyalty, customer service, cx, employee engagement No Dana Macek, CX Strategy and Transformation Manager, Ford Motor Company 36 36 Dana Macek, CX Strategy and Transformation Manager, Ford Motor Company full 14d8ef63-1196-421a-a588-7bee73548b41 https://share.transistor.fm/s/2cc79844 Dana joins Tom and Bob to discuss the importance of employee engagement to the success of the customer experience, as well as how it's measured and used at Ford Motor Company to help drive customer experience strategy and organizational transformation. 

]]> Dana joins Tom and Bob to discuss the importance of employee engagement to the success of the customer experience, as well as how it's measured and used at Ford Motor Company to help drive customer experience strategy and organizational transformation. 

]]> Tue, 11 May 2021 11:27:46 -0400 CX of M Radio CX of M Radio 1873 Dana joins Tom and Bob to discuss the importance of employee engagement to the success of the customer experience, as well as how it's measured and used at Ford Motor Company to help drive customer experience strategy and organizational transformation. Dana joins Tom and Bob to discuss the importance of employee engagement to the success of the customer experience, as well as how it's measured and used at Ford Motor Company to help drive customer experience strategy and organizational transformation. customer experience, customer loyalty, customer service, cx, employee engagement No David Mingle, VP and Global Practice Head - Customer Experience, Reputation 35 35 David Mingle, VP and Global Practice Head - Customer Experience, Reputation full 66f51bbb-0a09-48f7-bf48-90c5a6df1be1 https://share.transistor.fm/s/10b0b090 David Mingle, the VP and Global Practice Head - Customer Experience, with Reputation joins Tom and Bob on the Show to discuss similarities and differences in how their clients in different industries approach customer experience management and the extent to which Reputation relies on computer automation to understand the customer. #customerexperiencemanagement #customerinsights

]]> David Mingle, the VP and Global Practice Head - Customer Experience, with Reputation joins Tom and Bob on the Show to discuss similarities and differences in how their clients in different industries approach customer experience management and the extent to which Reputation relies on computer automation to understand the customer. #customerexperiencemanagement #customerinsights

]]> Tue, 04 May 2021 16:52:28 -0400 CX of M Radio CX of M Radio 1116 David Mingle, the VP and Global Practice Head - Customer Experience, with Reputation joins Tom and Bob on the Show to discuss similarities and differences in how their clients in different industries approach customer experience management and the extent to which Reputation relies on computer automation to understand the customer. #customerexperiencemanagement #customerinsights David Mingle, the VP and Global Practice Head - Customer Experience, with Reputation joins Tom and Bob on the Show to discuss similarities and differences in how their clients in different industries approach customer experience management and the extent customer experience, customer loyalty, customer service, cx, employee engagement No Jake Lestan, Senior Director - Community Engagement 34 34 Jake Lestan, Senior Director - Community Engagement full 7e9222c3-c962-437a-8a1c-e243f50029cd https://share.transistor.fm/s/9754889e Jake Lestan joins Tom and Bob to discuss his role at Valvoline and the evolvement of customer experience management within Valvoline's retail operations. 

]]> Jake Lestan joins Tom and Bob to discuss his role at Valvoline and the evolvement of customer experience management within Valvoline's retail operations. 

]]> Tue, 27 Apr 2021 11:57:38 -0400 CX of M Radio CX of M Radio 2036 Jake Lestan joins Tom and Bob to discuss his role at Valvoline and the evolvement of customer experience management within Valvoline's retail operations. Jake Lestan joins Tom and Bob to discuss his role at Valvoline and the evolvement of customer experience management within Valvoline's retail operations. customer experience, customer loyalty, customer service, cx, employee engagement No Lee Jelenic - Chief Innovation Officer, United Wholesale Mortgage 33 33 Lee Jelenic - Chief Innovation Officer, United Wholesale Mortgage full aea8a4de-6569-47ac-a22c-c1f96ebf08e1 https://share.transistor.fm/s/1eccb29b Lee joins the show to discuss the role of the Chief Innovation Officer at United Wholesale Mortgage (UWM), the UWM CX function, and how skills he developed at Ford Motor Company are in evidence in his work at UWM. 

]]> Lee joins the show to discuss the role of the Chief Innovation Officer at United Wholesale Mortgage (UWM), the UWM CX function, and how skills he developed at Ford Motor Company are in evidence in his work at UWM. 

]]> Mon, 19 Apr 2021 07:46:00 -0400 CX of M Radio CX of M Radio 1607 Lee joins the show to discuss the role of the Chief Innovation Officer at United Wholesale Mortgage (UWM), the UWM CX function, and how skills he developed at Ford Motor Company are in evidence in his work at UWM. Lee joins the show to discuss the role of the Chief Innovation Officer at United Wholesale Mortgage (UWM), the UWM CX function, and how skills he developed at Ford Motor Company are in evidence in his work at UWM. customer experience, customer loyalty, customer service, cx, employee engagement No Justin Neale - VP, Customer Experience - NAVBLUE 32 32 Justin Neale - VP, Customer Experience - NAVBLUE full 990c907a-34ee-4d59-bdb4-802be3f1efcc https://share.transistor.fm/s/72108317 Justin Neale joins Tom & Bob on the show to discuss the CX function at NAVBLUE, the challenges facing the airline industry due to COVID, and some of the long-term changes to the customer experience in the airline industry due to COVID. 

]]> Justin Neale joins Tom & Bob on the show to discuss the CX function at NAVBLUE, the challenges facing the airline industry due to COVID, and some of the long-term changes to the customer experience in the airline industry due to COVID. 

]]> Tue, 06 Apr 2021 12:55:44 -0400 CX of M Radio CX of M Radio 1684 Justin Neale joins Tom & Bob on the show to discuss the CX function at NAVBLUE, the challenges facing the airline industry due to COVID, and some of the long-term changes to the customer experience in the airline industry due to COVID. Justin Neale joins Tom & Bob on the show to discuss the CX function at NAVBLUE, the challenges facing the airline industry due to COVID, and some of the long-term changes to the customer experience in the airline industry due to COVID. customer experience, customer loyalty, customer service, cx, employee engagement No Lou Carbone - Introduces His New Podcast Show 31 31 Lou Carbone - Introduces His New Podcast Show full 2b125e66-3cdb-4214-8892-368b1a9ec933 https://share.transistor.fm/s/9783f968 In this episode of the Tom and Bob Show, CX pioneer Lou Carbone his upcoming podcast show, including his motivation for hosting it and the type of content that listeners can expect. 

]]> In this episode of the Tom and Bob Show, CX pioneer Lou Carbone his upcoming podcast show, including his motivation for hosting it and the type of content that listeners can expect. 

]]> Mon, 15 Mar 2021 16:47:24 -0400 CX of M Radio CX of M Radio 1343 In this episode of the Tom and Bob Show, CX pioneer Lou Carbone his upcoming podcast show, including his motivation for hosting it and the type of content that listeners can expect. In this episode of the Tom and Bob Show, CX pioneer Lou Carbone his upcoming podcast show, including his motivation for hosting it and the type of content that listeners can expect. customer experience, customer loyalty, customer service, cx, employee engagement No Austin Brock, CX Training Manager - Altice USA 30 30 Austin Brock, CX Training Manager - Altice USA full a8ad5297-9789-4de6-8b88-01e2850a0378 https://share.transistor.fm/s/6d9d353f Join Tom and Bob as they discuss the importance of culture change to successful customer experience management with Austin Brock, an expert in developing and delivering the best training practices to move organizational mindset and improve culture overall. 

]]> Join Tom and Bob as they discuss the importance of culture change to successful customer experience management with Austin Brock, an expert in developing and delivering the best training practices to move organizational mindset and improve culture overall. 

]]> Thu, 25 Feb 2021 12:43:02 -0500 CX of M Radio CX of M Radio 1842 Join Tom and Bob as they discuss the importance of culture change to successful customer experience management with Austin Brock, an expert in developing and delivering the best training practices to move organizational mindset and improve culture overall. Join Tom and Bob as they discuss the importance of culture change to successful customer experience management with Austin Brock, an expert in developing and delivering the best training practices to move organizational mindset and improve culture overall customer experience, customer loyalty, customer service, cx, employee engagement No Nancy Flowers - VP Member Experience, Hagerty 29 29 Nancy Flowers - VP Member Experience, Hagerty full 7a2d1065-fe4a-40c7-bada-16d63056c5e2 https://share.transistor.fm/s/85d1b77c Join Tom and Bob as they discuss the customer experience function at Hagerty, the unique view and personification of their customers, and the steps they take to create a customer-centric culture within the organization. 

]]> Join Tom and Bob as they discuss the customer experience function at Hagerty, the unique view and personification of their customers, and the steps they take to create a customer-centric culture within the organization. 

]]> Sun, 31 Jan 2021 10:18:33 -0500 CX of M Radio CX of M Radio 1717 Join Tom and Bob as they discuss the customer experience function at Hagerty, the unique view and personification of their customers, and the steps they take to create a customer-centric culture within the organization. Join Tom and Bob as they discuss the customer experience function at Hagerty, the unique view and personification of their customers, and the steps they take to create a customer-centric culture within the organization. customer experience, customer loyalty, customer service, cx, employee engagement No Laurel Stanley - Global Manager of User Experience, Steelcase 28 28 Laurel Stanley - Global Manager of User Experience, Steelcase full 3ac96859-93b5-4144-a9c4-49e0a3d26265 https://share.transistor.fm/s/d5186b56 Laurel Stanley joins Bob and Tom on the show to discuss how UX and CX work together to make Steelcase successful, what a career path in CX looks like at Steelcase, and how Steelcase is responding with CX to a changing workplace due to COVID 19. 

]]> Laurel Stanley joins Bob and Tom on the show to discuss how UX and CX work together to make Steelcase successful, what a career path in CX looks like at Steelcase, and how Steelcase is responding with CX to a changing workplace due to COVID 19. 

]]> Tue, 08 Dec 2020 10:40:53 -0500 CX of M Radio CX of M Radio 1609 Laurel Stanley joins Bob and Tom on the show to discuss how UX and CX work together to make Steelcase successful, what a career path in CX looks like at Steelcase, and how Steelcase is responding with CX to a changing workplace due to COVID 19. Laurel Stanley joins Bob and Tom on the show to discuss how UX and CX work together to make Steelcase successful, what a career path in CX looks like at Steelcase, and how Steelcase is responding with CX to a changing workplace due to COVID 19. customer experience, customer loyalty, customer service, cx, employee engagement No Duncan James - Chief Growth Officer and Owner, Point B 27 27 Duncan James - Chief Growth Officer and Owner, Point B full a747ca81-cc79-44c9-8630-58b4a0b2d95e https://share.transistor.fm/s/f653542d Duncan joins Tom and Bob on the show to discuss what Point B's clients are looking for in improving CX and the emerging trends in customer experience management. 

]]> Duncan joins Tom and Bob on the show to discuss what Point B's clients are looking for in improving CX and the emerging trends in customer experience management. 

]]> Wed, 02 Dec 2020 07:14:37 -0500 CX of M Radio CX of M Radio 1247 Duncan joins Tom and Bob on the show to discuss what Point B's clients are looking for in improving CX and the emerging trends in customer experience management. Duncan joins Tom and Bob on the show to discuss what Point B's clients are looking for in improving CX and the emerging trends in customer experience management. customer experience, customer loyalty, customer service, cx, employee engagement No Eugene Murphy - CEO, Indeemo 26 26 Eugene Murphy - CEO, Indeemo full 594465aa-7e7f-4d67-a052-05a664fc89c0 https://share.transistor.fm/s/187b6f3e Eugene Murphy, CEO of Indeemo, joins Tom and Bob to discuss a unique approach to consumer research, Indeemo's mobile ethnography platform, as well as its implications for omnichannel experience delivery. 

]]> Eugene Murphy, CEO of Indeemo, joins Tom and Bob to discuss a unique approach to consumer research, Indeemo's mobile ethnography platform, as well as its implications for omnichannel experience delivery. 

]]> Thu, 19 Nov 2020 15:03:34 -0500 CX of M Radio CX of M Radio 1049 Eugene Murphy, CEO of Indeemo, joins Tom and Bob to discuss a unique approach to consumer research, Indeemo's mobile ethnography platform, as well as its implications for omnichannel experience delivery. Eugene Murphy, CEO of Indeemo, joins Tom and Bob to discuss a unique approach to consumer research, Indeemo's mobile ethnography platform, as well as its implications for omnichannel experience delivery. customer experience, customer loyalty, customer service, cx, employee engagement No Lisa Whalen - Managing Director, The Harris Poll 25 25 Lisa Whalen - Managing Director, The Harris Poll full ab3cb0c9-5345-4df3-a87a-bd738794e859 https://share.transistor.fm/s/61eaecb6 Lisa Whalen, Managing Director of The Harris Poll, joins Tom and Bob on the show to discuss the status of the auto industry and changing consumer decision making during the COVID crisis. 

]]> Lisa Whalen, Managing Director of The Harris Poll, joins Tom and Bob on the show to discuss the status of the auto industry and changing consumer decision making during the COVID crisis. 

]]> Mon, 09 Nov 2020 06:25:23 -0500 CX of M Radio CX of M Radio 1308 Lisa Whalen, Managing Director of The Harris Poll, joins Tom and Bob on the show to discuss the status of the auto industry and changing consumer decision making during the COVID crisis. Lisa Whalen, Managing Director of The Harris Poll, joins Tom and Bob on the show to discuss the status of the auto industry and changing consumer decision making during the COVID crisis. customer experience, customer loyalty, customer service, cx, employee engagement No Dennis Ephlin - Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence 24 24 Dennis Ephlin - Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence full b62da6b0-0e34-44c7-9903-fa53ddfb7188 https://share.transistor.fm/s/fb209433 Dennis Ephlin, Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence, joins Tom and Bob for an interesting discussion about the evolvement of brand management and customer experience management in the automotive industry. 

]]> Dennis Ephlin, Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence, joins Tom and Bob for an interesting discussion about the evolvement of brand management and customer experience management in the automotive industry. 

]]> Mon, 19 Oct 2020 07:40:48 -0400 CX of M Radio CX of M Radio 1263 Dennis Ephlin, Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence, joins Tom and Bob for an interesting discussion about the evolvement of brand management and customer experience management in the automotive industry. Dennis Ephlin, Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence, joins Tom and Bob for an interesting discussion about the evolvement of brand management and customer experience management in the automotive industry. customer experience, customer loyalty, customer service, cx, employee engagement No Tchicaya Robertson - New Podcaster on CX of M Radio 23 23 Tchicaya Robertson - New Podcaster on CX of M Radio full 5f2963d6-88a6-4a86-b595-7ab85a096d52 https://share.transistor.fm/s/28008c98 In this episode of the Tom and Bob Show, the hosts interview Tchicaya Robertson, who will be joining the CX of M Radio network with her own show. Tchicaya discusses her motivation behind the creation of the show, what listeners and expect, and Tchicaya's work in empowerment. 

]]> In this episode of the Tom and Bob Show, the hosts interview Tchicaya Robertson, who will be joining the CX of M Radio network with her own show. Tchicaya discusses her motivation behind the creation of the show, what listeners and expect, and Tchicaya's work in empowerment. 

]]> Sun, 11 Oct 2020 13:28:30 -0400 CX of M Radio CX of M Radio 1576 In this episode of the Tom and Bob Show, the hosts interview Tchicaya Robertson, who will be joining the CX of M Radio network with her own show. Tchicaya discusses her motivation behind the creation of the show, what listeners and expect, and Tchicaya's work in empowerment. In this episode of the Tom and Bob Show, the hosts interview Tchicaya Robertson, who will be joining the CX of M Radio network with her own show. Tchicaya discusses her motivation behind the creation of the show, what listeners and expect, and Tchicaya's customer experience, customer loyalty, customer service, cx, employee engagement No Special CX Day Broadcast 22 22 Special CX Day Broadcast full abb1a8ec-c608-4d8c-9973-e69d9464ccfd https://share.transistor.fm/s/21da9395 In this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio network. 

]]> In this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio network. 

]]> Tue, 06 Oct 2020 12:13:21 -0400 CX of M Radio CX of M Radio 1164 In this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio network. In this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio networ customer experience, customer loyalty, customer service, cx, employee engagement No Rhonda Byer: Senior National Sales Director Partner - Primerica 21 21 Rhonda Byer: Senior National Sales Director Partner - Primerica full e2d220ff-49a7-4759-824c-4e2d9621f5e8 https://share.transistor.fm/s/2910804a Rhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica. 

]]> Rhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica. 

]]> Mon, 28 Sep 2020 09:46:58 -0400 CX of M Radio CX of M Radio 2181 Rhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica. Rhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica. customer experience, customer loyalty, customer service, cx, employee engagement No deBBie akwara - Principal Consultant, Niche Customer Experience Consulting Firm 20 20 deBBie akwara - Principal Consultant, Niche Customer Experience Consulting Firm full 8296b5be-0bcf-48a5-9dd1-402b3001697b https://share.transistor.fm/s/7effefe4 deBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there.

]]> deBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there.

]]> Sun, 20 Sep 2020 02:34:00 -0400 CX of M Radio CX of M Radio 1591 deBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there. deBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there. customer experience, customer loyalty, customer service, cx, employee engagement No Ian Williams - Managing Director, Jericho 19 19 Ian Williams - Managing Director, Jericho full 9e619d86-cb0b-4e7c-8c45-dcbcd8e7e115 https://share.transistor.fm/s/489ab2fa Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry. 

]]> Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry. 

]]> Sun, 13 Sep 2020 19:52:11 -0400 CX of M Radio CX of M Radio 1640 Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry. Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry. customer experience, customer loyalty, customer service, cx, employee engagement No Stacy Sherman - Director of Customer Experience, Schindler Elevator Corporation 18 18 Stacy Sherman - Director of Customer Experience, Schindler Elevator Corporation full ee756cbf-6b60-4a56-8531-3bef335528f7 https://share.transistor.fm/s/c8719147 Stacy Sherman, Director of Customer Experience with the Schindler Elevator Company, and founder of DoingCXRight (www.DoingCXRight.com) joins Tom and Bob to discuss CX leadership lessons to humanize your business as well as insights into the philosophy of the CX function at Schindler Elevator Corporation. 

]]> Stacy Sherman, Director of Customer Experience with the Schindler Elevator Company, and founder of DoingCXRight (www.DoingCXRight.com) joins Tom and Bob to discuss CX leadership lessons to humanize your business as well as insights into the philosophy of the CX function at Schindler Elevator Corporation. 

]]> Sun, 06 Sep 2020 18:42:44 -0400 CX of M Radio CX of M Radio 1457 Stacy Sherman, Director of Customer Experience with the Schindler Elevator Company, and founder of DoingCXRight (www.DoingCXRight.com) joins Tom and Bob to discuss CX leadership lessons to humanize your business as well as insights into the philosophy of the CX function at Schindler Elevator Corporation. Stacy Sherman, Director of Customer Experience with the Schindler Elevator Company, and founder of DoingCXRight (www.DoingCXRight.com) joins Tom and Bob to discuss CX leadership lessons to humanize your business as well as insights into the philosophy of customer experience, customer loyalty, customer service, cx, employee engagement No Darren David - Founder and CEO of Freetouch and Stimulant 17 17 Darren David - Founder and CEO of Freetouch and Stimulant full e83129d6-2267-4606-b500-f455c1dcb165 https://share.transistor.fm/s/55b5c982 Darren David, Founder and CEO of Freetouch and Stimulant, joins Tom and Bob to discuss the advent of the touchless retail environment during the COVID crisis and how it's proven to be the genesis behind his latest endeavor, Freetouch, an application that allows consumers to interact digitally with shared touchscreens from any smartphone. 

]]> Darren David, Founder and CEO of Freetouch and Stimulant, joins Tom and Bob to discuss the advent of the touchless retail environment during the COVID crisis and how it's proven to be the genesis behind his latest endeavor, Freetouch, an application that allows consumers to interact digitally with shared touchscreens from any smartphone. 

]]> Sun, 30 Aug 2020 13:14:18 -0400 CX of M Radio CX of M Radio 1748 Darren David, Founder and CEO of Freetouch and Stimulant, joins Tom and Bob to discuss the advent of the touchless retail environment during the COVID crisis and how it's proven to be the genesis behind his latest endeavor, Freetouch, an application that allows consumers to interact digitally with shared touchscreens from any smartphone. Darren David, Founder and CEO of Freetouch and Stimulant, joins Tom and Bob to discuss the advent of the touchless retail environment during the COVID crisis and how it's proven to be the genesis behind his latest endeavor, Freetouch, an application that customer experience, customer loyalty, customer service, cx, employee engagement No Bill Staikos - Head of Customer Experience, Freddie Mac - Host, Be Customer Led 16 16 Bill Staikos - Head of Customer Experience, Freddie Mac - Host, Be Customer Led full e74cadaa-0194-4cf8-9c3d-83bb1127ff87 https://share.transistor.fm/s/77453bd4 The host of Be Customer Led, Bill Staikos joins the show to discuss what led to the start of his podcast, his focus on both the customer and the employee experience, and the role of leadership in shaping a customer-centric culture. 

]]> The host of Be Customer Led, Bill Staikos joins the show to discuss what led to the start of his podcast, his focus on both the customer and the employee experience, and the role of leadership in shaping a customer-centric culture. 

]]> Sun, 23 Aug 2020 14:20:42 -0400 CX of M Radio CX of M Radio 1624 The host of Be Customer Led, Bill Staikos joins the show to discuss what led to the start of his podcast, his focus on both the customer and the employee experience, and the role of leadership in shaping a customer-centric culture. The host of Be Customer Led, Bill Staikos joins the show to discuss what led to the start of his podcast, his focus on both the customer and the employee experience, and the role of leadership in shaping a customer-centric culture. customer experience, customer loyalty, customer service, cx, employee engagement No Lou Carbone - Owner and Founder - Experience Engineering 15 15 Lou Carbone - Owner and Founder - Experience Engineering full 0af4cf2c-5674-4505-8a2a-fe83698f7e72 https://share.transistor.fm/s/401c2501 Lou Carbone is one of the pioneers in CX, having focused on CX for over 30 years.  Lou talks about the key concept of Clues - and the power of unconscious thought on loyalty and preference.  Lou gives a number of examples of how companies have worked to improve humanic, functional, and mechanical clues to improve CX.

]]> Lou Carbone is one of the pioneers in CX, having focused on CX for over 30 years.  Lou talks about the key concept of Clues - and the power of unconscious thought on loyalty and preference.  Lou gives a number of examples of how companies have worked to improve humanic, functional, and mechanical clues to improve CX.

]]> Sun, 16 Aug 2020 10:17:32 -0400 CX of M Radio CX of M Radio 2027 Lou Carbone is one of the pioneers in CX, having focused on CX for over 30 years. Lou talks about the key concept of Clues - and the power of unconscious thought on loyalty and preference. Lou gives a number of examples of how companies have worked to improve humanic, functional, and mechanical clues to improve CX. Lou Carbone is one of the pioneers in CX, having focused on CX for over 30 years. Lou talks about the key concept of Clues - and the power of unconscious thought on loyalty and preference. Lou gives a number of examples of how companies have worked to i customer experience, customer loyalty, customer service, cx, employee engagement No Human-centered Design in a Time of Crisis: Kevin Budelmann - President - People Design 14 14 Human-centered Design in a Time of Crisis: Kevin Budelmann - President - People Design full 9f2e90a5-7d1c-4e19-aad2-3358a9b5e419 https://share.transistor.fm/s/36075ab6 Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin talks about the importance of human-centered design and its particular importance during the Covid crisis. 

]]> Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin talks about the importance of human-centered design and its particular importance during the Covid crisis. 

]]> Tue, 11 Aug 2020 13:00:20 -0400 CX of M Radio CX of M Radio 1457 Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin talks about the importance of human-centered design and its particular importance during the Covid crisis. Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin talks about the importance of human-centered design and its particular importance during the Covid human-centered design No Careers in CX: Scott Watkins - Business Intelligence Executive - Michigan Virtual 13 13 Careers in CX: Scott Watkins - Business Intelligence Executive - Michigan Virtual full 4411b49e-50b5-44d0-abd5-376a0bd8482e https://share.transistor.fm/s/f1637edb On this episode, Tom and Bob talk to Scott Watkins, Business Intelligence Executive with Michigan Virtual, about the customer experience in the field of online education. 

]]> On this episode, Tom and Bob talk to Scott Watkins, Business Intelligence Executive with Michigan Virtual, about the customer experience in the field of online education. 

]]> Mon, 03 Aug 2020 02:47:52 -0400 CX of M Radio CX of M Radio 1444 On this episode, Tom and Bob talk to Scott Watkins, Business Intelligence Executive with Michigan Virtual, about the customer experience in the field of online education. On this episode, Tom and Bob talk to Scott Watkins, Business Intelligence Executive with Michigan Virtual, about the customer experience in the field of online education. customer experience, customer loyalty, customer service, cx, employee engagement No Careers in CX: Tobin Williams - Executive Director, Customer Experience and Digital Operations - Consumer's Energy 12 12 Careers in CX: Tobin Williams - Executive Director, Customer Experience and Digital Operations - Consumer's Energy full c88a26e3-e5b4-4445-b20d-ce0de9626229 https://share.transistor.fm/s/5fab77d2 Tobin Williams, Executive Director, Customer Experience and Digital Operations with Consumers Energy joing Tom and Bob on the show to discuss the CX management function at Consumers Energy, his role with the organizations, and the makeup of the CX team. 

]]> Tobin Williams, Executive Director, Customer Experience and Digital Operations with Consumers Energy joing Tom and Bob on the show to discuss the CX management function at Consumers Energy, his role with the organizations, and the makeup of the CX team. 

]]> Sat, 25 Jul 2020 15:47:22 -0400 CX of M Radio CX of M Radio 1673 Tobin Williams, Executive Director, Customer Experience and Digital Operations with Consumers Energy joing Tom and Bob on the show to discuss the CX management function at Consumers Energy, his role with the organizations, and the makeup of the CX team. Tobin Williams, Executive Director, Customer Experience and Digital Operations with Consumers Energy joing Tom and Bob on the show to discuss the CX management function at Consumers Energy, his role with the organizations, and the makeup of the CX team. customer experience, customer loyalty, customer service, cx, employee engagement No Careers in CX: Nadira Kharmai - CX Product Owner Lead - Priority Health 11 11 Careers in CX: Nadira Kharmai - CX Product Owner Lead - Priority Health full e1652767-fd78-46b7-a95d-ac5925a1df95 https://share.transistor.fm/s/bada7cfb Nadira Kharmai joins Tom and Bob on the show to discuss the CX management function at Priority Health, her role as CX Product Owner Lead, and the roles of others on her CX team. 

]]> Nadira Kharmai joins Tom and Bob on the show to discuss the CX management function at Priority Health, her role as CX Product Owner Lead, and the roles of others on her CX team. 

]]> Sat, 18 Jul 2020 02:00:00 -0400 CX of M Radio CX of M Radio 1926 Nadira Kharmai joins Tom and Bob on the show to discuss the CX management function at Priority Health, her role as CX Product Owner Lead, and the roles of others on her CX team. Nadira Kharmai joins Tom and Bob on the show to discuss the CX management function at Priority Health, her role as CX Product Owner Lead, and the roles of others on her CX team. customer experience, customer loyalty, customer service, cx, employee engagement No Careers in CX: Serena Riley - Director of Customer Experience - Llamasoft 10 10 Careers in CX: Serena Riley - Director of Customer Experience - Llamasoft full 1e4f5723-be10-47ce-bb99-d3a64dbb3e48 https://share.transistor.fm/s/524e2bc4 Serena Riley - Director of Customer Experience with Llamasoft - joins Tom and Bob in the first episode of a series on careers in CX. Serena describes her role and that of the customer experience team at Llamasoft, a supply chain management software company. 

]]> Serena Riley - Director of Customer Experience with Llamasoft - joins Tom and Bob in the first episode of a series on careers in CX. Serena describes her role and that of the customer experience team at Llamasoft, a supply chain management software company. 

]]> Sun, 12 Jul 2020 14:55:24 -0400 CX of M Radio CX of M Radio 1447 Serena Riley - Director of Customer Experience with Llamasoft - joins Tom and Bob in the first episode of a series on careers in CX. Serena describes her role and that of the customer experience team at Llamasoft, a supply chain management software company. Serena Riley - Director of Customer Experience with Llamasoft - joins Tom and Bob in the first episode of a series on careers in CX. Serena describes her role and that of the customer experience team at Llamasoft, a supply chain management software compan customer experience, customer loyalty, customer service, cx, employee engagement No Dr. Angela Hall - Associate Director for Graduate Programs in the School of Human Resources and Labor Relations at Michigan State University 9 9 Dr. Angela Hall - Associate Director for Graduate Programs in the School of Human Resources and Labor Relations at Michigan State University full 5ad1d9fd-adb5-413e-bfbf-186cb5f05e2b https://share.transistor.fm/s/6b58b3f6 Dr. Angela Hall covers returning to the workplace, post-Corona, and the impact of Black Lives Matter. We talk about how to put enduring systems in place in the organization to make sure employess are safe, healthy, and decreasing discrimination in the workplace. 

]]> Dr. Angela Hall covers returning to the workplace, post-Corona, and the impact of Black Lives Matter. We talk about how to put enduring systems in place in the organization to make sure employess are safe, healthy, and decreasing discrimination in the workplace. 

]]> Sat, 27 Jun 2020 02:00:00 -0400 CX of M Radio CX of M Radio 1458 Dr. Angela Hall covers returning to the workplace, post-Corona, and the impact of Black Lives Matter. We talk about how to put enduring systems in place in the organization to make sure employees are safe, healthy, and not discriminated against in the workplace. Dr. Angela Hall covers returning to the workplace, post-Corona, and the impact of Black Lives Matter. We talk about how to put enduring systems in place in the organization to make sure employees are safe, healthy, and not discriminated against in the wo customer experience, customer loyalty, customer service, cx, employee engagement No Keith Instone - Founder - Dexterity User Experience 8 8 Keith Instone - Founder - Dexterity User Experience full 7664a5a0-afe0-4dc4-87a7-c64b63371451 https://share.transistor.fm/s/628eb563 Keith Instone joins the show to discuss the nuances between types of users organizations need to engage with, and about the differences between UX and CX.  We talk about how the pandemic has changed the way we work and the implications for the upcoming new normal.

]]> Keith Instone joins the show to discuss the nuances between types of users organizations need to engage with, and about the differences between UX and CX.  We talk about how the pandemic has changed the way we work and the implications for the upcoming new normal.

]]> Sat, 20 Jun 2020 02:00:00 -0400 CX of M Radio CX of M Radio 1904 Keith Instone joins the show to discuss the nuances between different types of users organizations need to engage with and about the differences between UX and CX. We talk about how the pandemic has changed the way we work and the implications for the upcoming new normal. Keith Instone joins the show to discuss the nuances between different types of users organizations need to engage with and about the differences between UX and CX. We talk about how the pandemic has changed the way we work and the implications for the up customer experience, customer loyalty, customer service, cx, employee engagement No Brittany Palubiski - Assistant Director - Global Culture Transformation - General Motors 7 7 Brittany Palubiski - Assistant Director - Global Culture Transformation - General Motors full 0a35220f-89da-4482-8024-7b93fcea0ba2 https://share.transistor.fm/s/1145e8e1 Brittany describes her role in driving culture change at General Motors and the role that customer experience and design thinking play in that process. 

]]> Brittany describes her role in driving culture change at General Motors and the role that customer experience and design thinking play in that process. 

]]> Sat, 13 Jun 2020 02:00:00 -0400 CX of M Radio CX of M Radio 1569 Brittany describes her role in driving culture change at General Motors and the role that customer experience and design thinking play in that process. Brittany describes her role in driving culture change at General Motors and the role that customer experience and design thinking play in that process. customer experience, customer loyalty, customer service, cx, employee engagement No Wally Wasilewski - CRM/ERP Consultant - Velosio/EHTC 6 6 Wally Wasilewski - CRM/ERP Consultant - Velosio/EHTC full 4efc2d2d-939d-4480-83b3-b9a2652ac50d https://share.transistor.fm/s/635075f2 With a wealth of experience in the contact center field, Wally Wasilewski discusses how customer relationship management tools can become an organizations secret weapon for customer service and the customer experience. 

]]> With a wealth of experience in the contact center field, Wally Wasilewski discusses how customer relationship management tools can become an organizations secret weapon for customer service and the customer experience. 

]]> Sat, 06 Jun 2020 02:00:00 -0400 CX of M Radio CX of M Radio 1552 With a wealth of experience in the contact center field, Wally Wasilewski discusses how customer relationship management tools can become an organizations secret weapon for customer service and the customer experience. With a wealth of experience in the contact center field, Wally Wasilewski discusses how customer relationship management tools can become an organizations secret weapon for customer service and the customer experience. customer experience, customer loyalty, customer service, cx, employee engagement No Darren Hood - Senior User Experience Designer - United Wholesale Mortgage 5 5 Darren Hood - Senior User Experience Designer - United Wholesale Mortgage full f4c98de8-9257-4db9-b279-22826c70b6dd https://share.transistor.fm/s/15594224 The consummate UX professional and outspoken advocate for the collaboration between UX and CX professionals, Darren discusses what user experience design means to him and what we can expect of his new podcast show, The World of UX. 

]]> The consummate UX professional and outspoken advocate for the collaboration between UX and CX professionals, Darren discusses what user experience design means to him and what we can expect of his new podcast show, The World of UX. 

]]> Sat, 30 May 2020 02:00:00 -0400 CX of M Radio CX of M Radio 1355 The consummate UX professional and outspoken advocate for the collaboration between UX and CX professionals, Darren discusses what user experience design means to him and what we can expect of his new podcast show, The World of UX. The consummate UX professional and outspoken advocate for the collaboration between UX and CX professionals, Darren discusses what user experience design means to him and what we can expect of his new podcast show, The World of UX. customer experience, user experience, customer service, user experience design No Tim Todish - Vice President - User Experience - Blue Flame Thinking 4 4 Tim Todish - Vice President - User Experience - Blue Flame Thinking full 05be5125-22a6-487c-a415-724a45a79b53 https://share.transistor.fm/s/932ed161 In this episode, Tom and Bob discuss linking the online experience with the offline experience with Tim Todish, Vice President of User Experience for Blue Flame Thinking. 

]]> In this episode, Tom and Bob discuss linking the online experience with the offline experience with Tim Todish, Vice President of User Experience for Blue Flame Thinking. 

]]> Sat, 23 May 2020 02:00:00 -0400 CX of M Radio CX of M Radio 1976 In this episode, Tom and Bob discuss linking the online experience with the offline experience with Tim Todish, Vice President of User Experience for Blue Flame Thinking. In this episode, Tom and Bob discuss linking the online experience with the offline experience with Tim Todish, Vice President of User Experience for Blue Flame Thinking. customer experience, customer loyalty, customer service, cx, employee engagement No Nick Glimsdahl - Director - Contact Center Solutions - VDS 3 3 Nick Glimsdahl - Director - Contact Center Solutions - VDS full 5eac4d84-ae9a-4d53-ab6b-250ed6905a77 https://share.transistor.fm/s/1d4732b7 In this episode, Tom and Bob discuss the four steps to create a CX strategy with Nick Glimsdahl, Director of Contact Center Solutions with VDS. More information about Nick's CX strategy formula can be found on the CX of M Blog at blog.cxofm.org

]]> In this episode, Tom and Bob discuss the four steps to create a CX strategy with Nick Glimsdahl, Director of Contact Center Solutions with VDS. More information about Nick's CX strategy formula can be found on the CX of M Blog at blog.cxofm.org

]]> Sat, 16 May 2020 02:00:00 -0400 CX of M Radio CX of M Radio 1849 In this episode, Tom and Bob discuss the four steps to create a CX strategy with Nick Glimsdahl, Director of Contact Center Solutions with VDS. More information about Nick's CX strategy formula can be found on the CX of M Blog at blog.cxofm.org In this episode, Tom and Bob discuss the four steps to create a CX strategy with Nick Glimsdahl, Director of Contact Center Solutions with VDS. More information about Nick's CX strategy formula can be found on the CX of M Blog at blog.cxofm.org customer experience, customer loyalty, customer service, customer experience strategy No Dave Fish - Founder and CEO - CuriosityCX 2 2 Dave Fish - Founder and CEO - CuriosityCX full 446ece79-bdc2-44e2-81ba-f23d5de66173 https://share.transistor.fm/s/61e13b51 Dave Fish, Ph.D., founder and CEO of CuriosityCX stops by to reflect on his career in CX and discuss a series of events and the customer experience management lessons learned upon the death of his father. The discussion helps to illustrate the situational factors that organizations need to be aware of and respond to when designing customer experiences, as well as the importance of empathy in the design process. 

]]> Dave Fish, Ph.D., founder and CEO of CuriosityCX stops by to reflect on his career in CX and discuss a series of events and the customer experience management lessons learned upon the death of his father. The discussion helps to illustrate the situational factors that organizations need to be aware of and respond to when designing customer experiences, as well as the importance of empathy in the design process. 

]]> Sat, 09 May 2020 18:00:00 -0400 CX of M Radio CX of M Radio 2104 Dave Fish, Ph.D., founder and CEO of CuriosityCX stops by to reflect on his career in CX and discuss a series of events and the customer experience management lessons learned upon the death of his father. The discussion helps to illustrate the situational factors that organizations need to be aware of and respond to when designing customer experiences, as well as the importance of empathy in the design process. Dave Fish, Ph.D., founder and CEO of CuriosityCX stops by to reflect on his career in CX and discuss a series of events and the customer experience management lessons learned upon the death of his father. The discussion helps to illustrate the situational customer experience, customer loyalty, customer service, cx, employee engagement No Laura Lawson - Chief People Officer - United Shore 1 1 Laura Lawson - Chief People Officer - United Shore full 84c860af-f31b-4d40-a79f-49d8fe4dfaa1 https://share.transistor.fm/s/c5605663 CX of M: www.cxofm.org

]]> CX of M: www.cxofm.org

]]> Sat, 02 May 2020 16:09:48 -0400 Bob Kiple, Tom Dewitt Bob Kiple, Tom Dewitt 2264 In the inaugural episode of the Tom and Bob Show, Laura Lawson, Chief People Officer of United Shore, recounts her experiences as an Associate Producer of the Ellen DeGeneres Show and her experiences in the marketing world and how they've helped to shape how she approaches her role at United Shore, which is known for innovative human resource practices. In the inaugural episode of the Tom and Bob Show, Laura Lawson, Chief People Officer of United Shore, recounts her experiences as an Associate Producer of the Ellen DeGeneres Show and her experiences in the marketing world and how they've helped to shape employee engagement, human resources, customer experience No