Podcast Episodes

Creating Meaningful Experiences for the New Generation of Employees Featuring Mark Valentino

Building Employee Engagement for Better Customer Outcomes 

Shep interviews Mark Valentino, Head of Business Banking at Citizens Bank. He talks abou…

2 months, 1 week ago

Using AI to Enhance, Not Replace, Customer Relationships Featuring Natalie Beckerman

Using AI to Enhance, Not Replace, Customer Relationships with Natalie Beckerman 

Balancing AI Efficiency and Humanity in Customer Service 

Shep inter…

2 months, 2 weeks ago

Delivering Consistent On-Brand Customer Experiences Every Time Featuring Greg Tucker

How Consistency and Convenience Create Loyal Customers 

Shep interviews Greg Tucker, CEO, Tucker & Company, and author of Frictionless Brand Experien…

2 months, 3 weeks ago

“Engineering” Memorable Customer Experiences Featuring Lou Carbone, the OG of Experience Engineering

How Unconscious Experiences Shape Customer Loyalty 

Shep interviews Lou Carbone, Founder and CEO (Chief Experience Officer) of Experience Engineering…

2 months, 4 weeks ago

How to Be Your Customer's Trusted Partner Featuring Zee Hussain

Creating Future-Focused Customer Interactions 

Shep interviews Zee Hussain, Head of Global Enterprise Solutions at AT&T Business. He talks about how …

3 months ago

The Return on Experience (ROX) Featuring Sujay Saha

Building Customer Loyalty Through Experience and Community 

Shep interviews Sujay Saha, founder and CEO of Cortico-X. He talks about how aligning cus…

3 months, 1 week ago

How Eliminating Communication Friction Elevates Customer Experience Featuring Damon Covey

How a Unified Communication System Empowers Employees and Delights Customers 

Shep interviews Damon Covey, General Manager of Unified Communications …

3 months, 2 weeks ago

Why Every Customer Interaction Is a Sales Opportunity Featuring Rob Jolles

Listening, Learning, and Problem-Solving with Empathy 

Shep interviews Rob Jolles, keynote speaker, five-time bestselling author, and host of The Pre…

3 months, 3 weeks ago

Addressing the CX Listening Gap Featuring Natalie Jackson

Using Customer Feedback to Understand and Delight Customers 

Shep interviews Natalie Jackson, founder of Crescent Consultancy. She talks about levera…

4 months ago

How AI-Moderated Interviews Expand Customer Understanding Featuring Aaron Cannon

AI-Powered, Human-Centric Customer Experiences 

Shep interviews Aaron Cannon, co-founder and CEO of Outset. He talks about how AI-moderated research …

4 months, 1 week ago