Customer Experience Patterns Podcast
Episodes
We're All On The Same Page | We're All Doing Different Things
18 Dec 2025
Contributed by Lukas
Previous CX Patterns episode on creating the conditions where bright spots emergePrevious CX Patterns episode on bright spots analysisPrevious episode...
The Overlooked CX Superpower with Lauren Feehrer
11 Dec 2025
Contributed by Lukas
Why organizational expertise is so important to the success of CX teams. Lauren Feehrer on LinkedInLoyaltyCraft CX ConsultancyConnect with Sam on Link...
Make Bright Spots More Likely To Emerge In Your Customer Experience
04 Dec 2025
Contributed by Lukas
Phil Hamburg's post about the restaurant chains' change to the drive through scriptPrevious CX Patterns episode on bright spots analysisPrevious episo...
Making AI Actionable For Your CX - With Nico Rieul
27 Nov 2025
Contributed by Lukas
Thanks to James O'Connor for connecting us.Find Nico on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a we...
5 Things I Didn't Know About The Peak-End Rule
20 Nov 2025
Contributed by Lukas
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...
Integrating AI Into Customer Experiences The Right Way
13 Nov 2025
Contributed by Lukas
Puneet Mehta on LinkedInNetomiIntegrating AI into your current workflows the right way.Connect with Sam on LinkedIn - I share customer experience cont...
Take Inspiration From Experience Conventions And Obligations
06 Nov 2025
Contributed by Lukas
Delivering on expected moments don't make your experience trite, it makes it feel comfortable and familiar.Connect with Sam on LinkedIn - I share cust...
10 Seconds Or Less To Convince Someone To Be Your Customer
30 Oct 2025
Contributed by Lukas
Find Todd on LinkedInBuy Todd's book - The 10-Second Customer JourneyLinks to my two episodes with CX Pro of the year Gloria Gupta:The CX Leader Of Th...
Creating Great Experience Ends Starts With Knowing When The Experience Ends
23 Oct 2025
Contributed by Lukas
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for ...
Journey Mapping With AI Masterclass
16 Oct 2025
Contributed by Lukas
Marion's LinkedIn ProfileFolks, I can't stress how good this content is, please follow the links:Marion's epic LinkedIn post with an absolute treasure...
Make CX Day & Customer Service Week The Fresh Start Your CX Initiatives Need
09 Oct 2025
Contributed by Lukas
Episode 100 of the podcast.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners w...
Journey Mapping Masterclass With Marion Boberg
02 Oct 2025
Contributed by Lukas
Marion's LinkedIn ProfileFolks, I can't stress how good this content is, please follow the links:Marion's epic LinkedIn post with an absolute treasure...
What's the matter with measurement in CX?
25 Sep 2025
Contributed by Lukas
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for ...
Psychology of CX 101 Book Launch Episode with Author Mark Levy
18 Sep 2025
Contributed by Lukas
Mark Levy on LinkedInPsychology of CX BookMark's DCX Newsletter Connect with Sam on LinkedIn - I share customer experience content multiple times a we...
Effortless Experiences Are Forgettable & Regrettable
11 Sep 2025
Contributed by Lukas
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for ...
Employee Experience & Customer Experience Hot Takes Leave Me Cold
04 Sep 2025
Contributed by Lukas
Integrating Employee Experience and Customer Experience initiatives is both more complicated and simpler than you think it is. Tamar Cohen and I will ...
Rethinking Employee Experience Myths And Reality
28 Aug 2025
Contributed by Lukas
The myths that lead to misguided employee experience initiatives, and how to do employee experience improvements the right way.Connect with Sam on Lin...
Why You Should Buck The Trend Of Treating Employees Poorly
14 Aug 2025
Contributed by Lukas
Why the current backlash to all things Employee Experience is short-sighted, misguided and bad for business. Just because you can bully employees does...
The Exponential CX Team: How One CX Team Increased Its Impact By 50X
07 Aug 2025
Contributed by Lukas
The Power Core Concept from Jeanne Bliss, the original Chief Customer Officer.Connect with Sam on LinkedIn - I share customer experience content multi...
CX Execution Secrets With Salman Sharif
31 Jul 2025
Contributed by Lukas
Salman Sharif on LinkedInCSMs are LinchpinsExperience Design Project Execution TipsConnect with Sam on LinkedIn - I share customer experience content ...
What Proust, Mad Men And Steven Bartlett's Barber Can Teach CX Teams About Creating Memories
24 Jul 2025
Contributed by Lukas
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 sha...
You Will Have To Take Responsibility For Problems That Aren't Yours To Solve
18 Jul 2025
Contributed by Lukas
Gloria Gupta On LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with...
Good All The Time Beats Potentially Great - The Case For AI
10 Jul 2025
Contributed by Lukas
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for ...
How To Build Your Internal Coalition To Make CX Transformation Possible
04 Jul 2025
Contributed by Lukas
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for ...
The CX Leader Of The Year Is Here
26 Jun 2025
Contributed by Lukas
Gloria Gupta On LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with...
Be Prepared For Your Big Break - Having A Plan If Luck Breaks Your Way
12 Jun 2025
Contributed by Lukas
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for ...
CX Action Above All
05 Jun 2025
Contributed by Lukas
This week Paul Pember is back to talk more about how to actually make substantive changes to your customer experience. Paul Pember on LinkedIn - trust...
I've been Vibe Coding For A Week - AMA
22 May 2025
Contributed by Lukas
Tongue firmly in cheek that you can ask me anything about vibe coding. I'm just learning, but it's fun! I think it has enormous potential in CX and so...
Stop Treating Empathy & Emotional Intelligence Like Tactics
15 May 2025
Contributed by Lukas
Connect with Michael Mattson on LinkedInAnd then Michael was so kind (and organized!) to share links to so many studies:Companies that implement EI in...
Preparing For Unexpected Disruption To Your Customer Experience
08 May 2025
Contributed by Lukas
Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a ...
Integrate AI Into CX The Right Way
01 May 2025
Contributed by Lukas
Find David on LinkedInHead to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive...
Harness Your Paranoia About CX Commitment
24 Apr 2025
Contributed by Lukas
Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a ...
Great Customer Experience Requires Great Employee Experience
17 Apr 2025
Contributed by Lukas
Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to ...
100 Days Into 2025 - Are You On Track With Your CX Goals?
10 Apr 2025
Contributed by Lukas
My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning c...
Trust Comes First - Then CX Transformation - With Mark Slatin
03 Apr 2025
Contributed by Lukas
Mark Slatin on LinkedInThe Trusted Advisor - book & framework. I recommend this book.My new website is live! samsterncx.com - the place to find al...
Emotional Labor Is Exhausting Your Employees And Compromising Your CX
27 Mar 2025
Contributed by Lukas
Emotional LaborMy new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The...
You Do Not Control Your Customers' Experience
20 Mar 2025
Contributed by Lukas
Paul Pember on LinkedIn - trust me, he's a great follow. And here's the link to his newsletter - honestly, it's a must-read for me every week.My new w...
Teaching Forces You To BS Test Your Own Knowledge
13 Mar 2025
Contributed by Lukas
The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share...
CX As Teenager: Back To Childhood Curiosity? Or Forward To Adulthood Maturity?
06 Mar 2025
Contributed by Lukas
CX is in its teenage years. Should we push to move forward to the maturity of adulthood? Or turn back to the curiosity and wonder of childhood? Andrew...
CX Shortcomings Explained By Chesterton's Fence & Black Swans
27 Feb 2025
Contributed by Lukas
An explainer on Chesterton's Fence.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from lis...
Creating The CX Standards With Erin Wallace From Bain
20 Feb 2025
Contributed by Lukas
CX Standards Landing Page - you can learn more about the standards, and download them.Erin Wallace on LinkedInDancing Guy Video - showing the importan...
With Deceptive Patterns The Entropy Is Coming From Inside The Building
13 Feb 2025
Contributed by Lukas
Harry Brignull - The Deceptive Patterns guruDeceptive Patterns the book - buy this book. Read it & use it as a jumping off point to start auditing...
Which Parts Of Your CX Need AI?
06 Feb 2025
Contributed by Lukas
How to leverage design and CX skillsets and methodologies to spot the best opportunities for integrating AI and GenAI into your experiences.Andrew McI...
It's (almost) never to late to intervene with customers who have negative emotions
30 Jan 2025
Contributed by Lukas
This episode is inspired by research and writing I've done on memories and negative emotions. For more on this topic, check out my LinkedIn learning c...
Integrating GAI & AI Into Your Customr & Employee Experiences
23 Jan 2025
Contributed by Lukas
Why you shouldn't have an AI Strategy. Why you should be implementing GAI & AI everywhere you can.Why you should join up your EX and CX AI efforts...
3 Ways To Push Back Against Entropy In Your Customer Experience
16 Jan 2025
Contributed by Lukas
Entropy describes the process of things falling into disorder if left without care and attention, like weeds growing in a garden. A lot of companies a...
Coaching Can Help You Be The CX & Design Leader You Dream Of Being
09 Jan 2025
Contributed by Lukas
Stephanie shared so much wisdom on the value of coaching for creative leaders. Well worth a listen.Stephanie On LinkedInStephanie's coaching business,...
4 Ideas For Getting 2025 Off To A Flying Start
02 Jan 2025
Contributed by Lukas
4 ideas for getting off 2025 to a flying start with your customer experience initiatives.Connect with Sam on LinkedInThanks to my talented colleague E...
Give The Gift Of Authentic Listening During The Holiday Season
19 Dec 2024
Contributed by Lukas
Let's check-in with each other, and with our customers during the holiday period, and at the turn of the year. Connect with Sam on LinkedInThanks to m...
Inspecting Your Experience From The Front Lines
12 Dec 2024
Contributed by Lukas
If you agree that observing the real customer experience is valuable, then how do you do it? Beth and Scott are back with recommendations for how to d...
Unclosed Loops Are Circles In Hell
21 Nov 2024
Contributed by Lukas
Unclosed loops are very, very bad customer experiences. I explain why, and how to avoid leaving unclosed loops with your customers.Connect with Sam on...
How 2 CX Leaders Found Their Way To Customer-Facing Roles
14 Nov 2024
Contributed by Lukas
The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth an...
Service Recovery Done Right - Fast, Proactive, Decisive & Human
07 Nov 2024
Contributed by Lukas
Service Recovery is even more magical than you think, but only if you do it right.Connect with Sam on LinkedInThanks to my talented colleague Emily To...
Customer Value - Different Forms, Different Facets
31 Oct 2024
Contributed by Lukas
Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.Jeff Louden on LinkedInConnect wi...
Emotions Matter More Than You Think - Even When You Think They Matter A Lot
24 Oct 2024
Contributed by Lukas
The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion.Yes, inspired by Hofstatder's LawConnect with Sam on ...
The Winding Path To CX & CX Insights
17 Oct 2024
Contributed by Lukas
The varied career paths that lead to becoming a CX professional. The ways those expeirences help you be better at your job. The ways that focusing on ...
Emotional Is Rational
10 Oct 2024
Contributed by Lukas
When someone tells you you're being too emotional, and not rational, send them this episode.Connect with Sam on LinkedInThanks to my talented colleagu...
The Future Of Customer Experience With Greg Melia
03 Oct 2024
Contributed by Lukas
The second part of my conversation wth Greg Melia this time with a focus on the future, what are Greg and the CXPA doing to ensure the long-term healt...
Bright Spots Analysis - Step By Step
26 Sep 2024
Contributed by Lukas
My LinkedIn Learning lesson on Bright Spots Analysis Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Than...
The State Of Customer Experience - As Profession & Business Discipline
19 Sep 2024
Contributed by Lukas
Greg and I talk about the current state of the CX profession, the balance required by companies to ensure that CX is sustainable over the long-term, a...
Analysis Paralysis Is Not The Only Decision-Making Problem CX Pros Face
12 Sep 2024
Contributed by Lukas
Bezos 70% RuleExtinct by InstinctConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at M...
Voice Of Customer Shows You The Path - Customer Research Helps You Walk It
05 Sep 2024
Contributed by Lukas
In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are comp...
Great CX Is Rare Because Its Hard.
29 Aug 2024
Contributed by Lukas
The Obstacle is the way.The hard thing about hard thingsI can tell you the secret, but you won't want to hear it.. Connect with Sam on LinkedInThanks ...
Humanity Is At The Heart Of Great Customer Experiences
22 Aug 2024
Contributed by Lukas
Beth Karawan on LinkedInSome of Beth's writings:Are Boy Scouts Masters of Change Management? Brand Management: What’s Customer Experience Got t...
Your Current Company Culture Is A Design Constrain
15 Aug 2024
Contributed by Lukas
The only thing that is slower to change than culture is nature.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover ...
Why Designing AI Into CX Requires Rethinking Human-Centered Design Practices
08 Aug 2024
Contributed by Lukas
Connect with Kerry Bodine on LinkedInKerry's master-class on Designing For AI in CX & EXBodine & Co.Research Paper On The Difficulty Of Design...
How To Address The Root Causes Of Frustrations From Waiting
01 Aug 2024
Contributed by Lukas
Waiting in line is a bad experience. Except that's not always true. Learn what makes some waits unbearable, while others are tolerable at worst, and a...
The Right Way To Deliver Digital-First Customer Experiences
25 Jul 2024
Contributed by Lukas
Andrew Carothers on LinkedInConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon I...
4 Ways To Build Trust With Your Customer Experience
18 Jul 2024
Contributed by Lukas
Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted ...
Customer-Care Is Not A Cost To Be Minimized With Stacy Sherman
11 Jul 2024
Contributed by Lukas
Stacy's LinkedIn Learning Course On Agent ExperienceStacy Sherman on LinkedINDoing CX RightFind me on LinkedInThanks to my talented colleague Emily To...
Define the negative space around your CX
04 Jul 2024
Contributed by Lukas
The concept of negative spaceFrontier Airlines drops customer-serviceWhy Chick-Fil-A Closes on SundaysFind me on LinkedInThanks to my talented colleag...
Why Your CX Team Should Craft A Mission Statement & Create A CX Toolkit
27 Jun 2024
Contributed by Lukas
Nicole Ornelas on LinkedIn.Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for ...
Customer Experience Scores Reach A New Low
20 Jun 2024
Contributed by Lukas
CX Scores have reached a new low, according to Forrester's latest CX Index Rankings. I am not suprised, and I'll explain why they will go even lower. ...
What To Do When It's Hard To Do CX - Partnership & Perserverance
13 Jun 2024
Contributed by Lukas
Nicole Ornelas on LinkedIn. Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for...
Good Friction Is Good For Customer Experience
06 Jun 2024
Contributed by Lukas
Friction, for lack of a better term, is good. In this solo episode, I riff on Gordon Gekko's famous "Greed Is Good" speech to explain why there is goo...
CX Must Partner To Go Further - With Ben Geheb From VML
30 May 2024
Contributed by Lukas
Ben Geheb on LinkedInVML on LinkedInWarren Buffett talking tides and skinny dippingFind me on LinkedInThanks to my talented colleague Emily Tolmer for...
Customer Experience Success Is As Hard As It's Ever Been With Megan Burns
23 May 2024
Contributed by Lukas
It is not easier than ever to create great customer experiences. The debate continues! Megan Burns shares a compelling reason why it's not easier than...
How CX Teams Can Help Their Customers Step Off The Hedonic Treadmill
16 May 2024
Contributed by Lukas
In the last episode, Megan Burns and I talk about the Hedonic Treadmill . It is a problem that looms ove customer experience improvement efforts. What...
CX Scores vs. The Hedonic Treadmill With Megan Burns
09 May 2024
Contributed by Lukas
Maybe the drop in customer experience scores is simply down to customers expecting more. In this episode of the CX Patterns podcast, Megan Burns rejoi...
The Power Of Memory In CX: Memory Is A Time Machine
02 May 2024
Contributed by Lukas
Memory is a time machine. It brings forward past experiences to the future where those memories guide loyalty behaviors. Today on the CX Patterns Podc...
Will Generative AI Bury Or Revive Customer Experience?
24 Apr 2024
Contributed by Lukas
In this episode, Ryan Hart and I talk about the promise and the peril of using Generative AI to delivery customer experiences. Does it replace CX team...
CX Improvements lead to cost cuts, but cost cuts don't lead to CX improvements
18 Apr 2024
Contributed by Lukas
In this episode, Ryan Hart and I talk about the imperative we see for companies to cut costs, and the danger of doing so without starting from the cus...
Defining Customer Experience With Tom Quish
11 Apr 2024
Contributed by Lukas
Tom Quish from Rightpoint is back for another, shorter episode talking about the importance of having a definition of Customer Experience for your com...
Crafting Your CX Strategy - Step By Step
04 Apr 2024
Contributed by Lukas
Tom Quish from Rightpoint joins in this episode to talk CX Strategies. Listen to hear Tom explain why executive alignment is a can't-skip step, how to...
It's Easier Than Ever To Create A Great Customer Experience
21 Mar 2024
Contributed by Lukas
Not easy, but easier. We're in a moment of pessisim for CX, but I argue that it has never been a better time for someone who wants to create great cus...
Great Moments Make Great Experiences - Letting go of CX Perfection
29 Feb 2024
Contributed by Lukas
Customer experiences remembered as great are not great in every moment. In fact, just the opposite. Most of the experience is completely forgettable a...
Set Accurate Expectations & Help Your Customers Make Accurate Predictions
19 Jan 2024
Contributed by Lukas
A surprising fact about the brain that explains why accurate expectations are so much better than low expectations. Find me on LinkedInThanks to my ta...
Prediction: Not Just For the Start Of The Year
11 Jan 2024
Contributed by Lukas
Nerd alert on this one, as I'm excited to share a new word I've learned, Allostasis, and what it means for customer experience.Find me on LinkedInThan...
Ep. 16 CX Needs A Process Renaissance With Rick Denton
04 Jan 2024
Contributed by Lukas
Small world story, and full-circle story. Rick & I met when he was my client at Forrester, and now we were introduced again as people who should b...
Happy New Year & Maintaining Focus On Getting CX Unstuck In 2024
31 Dec 2023
Contributed by Lukas
Happy New Year From The CX Patterns Podcast. A bit of self-reflection, why is CX stuck? How do we get unstuck? I make my commitment to stay focused on...
Ep. 15 Remote Journey Mapping: Best Practices For The New Normal
14 Dec 2023
Contributed by Lukas
Talking to Emily Tolmer, yes, the Emily Tolmer who created the CX Patterns logo, about how to do remote journey mapping right.Journey Mapping Tips Fro...
No Peaks Without Valleys
07 Dec 2023
Contributed by Lukas
Samspon Lee's Blog Post about the Pain Of An Actual Disney Experience vs. The Pleasure Of Its MemoryMonadnock - a lone mountain that stands out from a...
Ep. 14 Hospitality Best Practices: Mentor It, Model It, Measure It
30 Nov 2023
Contributed by Lukas
Doug Kennedy shared so much wisdom with us in this episode - preparing employees to deliver great expeirences, the importance of leaders modeling, and...
Happy Thanksgiving From CX Patterns
23 Nov 2023
Contributed by Lukas
Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast....
CX Teams Deserve Accountability Partners Too - Mini Episode
16 Nov 2023
Contributed by Lukas
Loose Threads / Missing Threads mini episode talking about mutually beneficial accountability partnerships for CX teams, and learning from hard-won wi...
Ep. 13 Accountability & Customer Experience with Mark Levy
09 Nov 2023
Contributed by Lukas
Mark Levy is back, sharing incredible insights and vulnerability about accountability. An important topic in its own right, but Accountability is crit...
Your Customers Deserve A Clean Slate
02 Nov 2023
Contributed by Lukas
Loose Threads, Missing Threads talking about what to do if it's too late for a great first impression.Find me on LinkedInThanks to my talented colleag...
Ep. 12 Creating An Informed CX Strategy With Mark Levy
26 Oct 2023
Contributed by Lukas
Great conversation with Mark Levy this week about best practices for getting a CX team, program or transformation off the ground. Mark shares his 4 pr...
Stated Preferences or Revealed Preferences? Which Should You Honor To Create The Best CX?
19 Oct 2023
Contributed by Lukas
Stated preferences or revealed preferences? Which should you honor? It's complicated, but in this mini episode of the podcast, I offer my suggestion o...
Ep. 11 Delivering And Meauring Humanity In CX
12 Oct 2023
Contributed by Lukas
Zanna van der Aa is back for Part 2. She talks us through the importance of humanity to great customer experience, how to bring the human touch to dig...