Customer Experience Patterns Podcast
Episodes
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...
Happy CX Day From The CX Patterns Podcast
03 Oct 2023
Contributed by Lukas
Happy CX Day. Let's recommit to creating great customer experiences.Find me on LinkedInThanks to Emily Tolmer for the cover art. Thanks to my friends ...
Ep. 10 The right way to measure the customer experience
28 Sep 2023
Contributed by Lukas
Zanna walks through her approach to identifying the most important drivers of customer experience outcomes. This conversation is at once scientific an...
Partnering To Deliver Great Customer Experiences - Loose Thread & Missing Thread
21 Sep 2023
Contributed by Lukas
More on how partners can help you deliver great customer experiences, but only if you enable and empower them to do so. Sam Karpinski shares more know...
Ep. 9 Great Partner Experience Enables Great Customer Experience
14 Sep 2023
Contributed by Lukas
Sam Karpinski and I talk about how companies can work well with their partners and intermediaries to deliver great customer experiences, including fig...
Journey Maps Chart Paths To CX Improvement - Loose Threads / Missing Threads
07 Sep 2023
Contributed by Lukas
The Map May Not The Territory, but it still helps you plot a path forward.Thanks to Steve Mannino for the suggestion!Find me on LinkedInThanks to my t...
Ep. 8 Customer Research For Journey Mapping With Kelly Price
31 Aug 2023
Contributed by Lukas
Part 2 of my conversation Kelly Price. This time we talk about the right way to do research for customer journey mapping, and the importance of knowin...
Design Peak / End Experiences - Loose Thread / Misisng Thread
24 Aug 2023
Contributed by Lukas
Kelly PriceSam SternThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.Transcript ...
Ep. 7 How To Design Experiences For the Peak / End Rule with Kelly Price
17 Aug 2023
Contributed by Lukas
Start by considering if the peak is positive or negative. Most memorable peaks and ends are negative, so lowering those peaks is the first part of des...
Digital-First Customer Experiences: Loose Thread / Missing Thread
10 Aug 2023
Contributed by Lukas
The Digital-First Customer ExperienceJoe WheelerSam SternThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon ...
Ep. 6: The Digital-First Customer Experience With Joe Wheeler
03 Aug 2023
Contributed by Lukas
Great conversation with CX expert Joe Wheeler about his brand-new book. The Digital-First Customer Experience. We talked about the 7 strategies he cov...
Design Mindsets: Loose Thread, Missing Thread
27 Jul 2023
Contributed by Lukas
Andrew's slides Andrew's talkDiverse Teams Perform Better And Are SmarterDiverse Teams Feel Less ComfortableThanks to my talented colleague Emily Tolm...
Ep. 5 - Three Design Mindsets Tailor Made For The New World of Work
20 Jul 2023
Contributed by Lukas
Great conversation with Andrew Hogan, focusing on specific advice for how to get important customer experience project work done in a post-pandemic wo...
Employee Activation: Loose Thread, Missing Thread
13 Jul 2023
Contributed by Lukas
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.Full TranscriptHi, everyone. Another...
Ep. 4 CX Transformation Needs Employee Activation
06 Jul 2023
Contributed by Lukas
Ambiguity is the enemy of action. Countless customer experience transformations have been killed by ambiguity. CX teams must devote time and att...
Agile for CX: Loose Thread, Missing Thread
30 Jun 2023
Contributed by Lukas
A cautionary note that Agile does ask you to commit a lot of time to meetings, and communications. Thanks to my talented colleague Emily Tolmer for th...
Ep. 3: Agile For Customer Experience
22 Jun 2023
Contributed by Lukas
In this episode, I talk with my former LinkedIn colleague, Lara Nowak, about adopting Agile for customer experience work. Neither Lara nor I are Agile...
Trust: Loose Threads & Missing Threads
16 Jun 2023
Contributed by Lukas
Whatever happened to Enron, WorldCom, ArthurAnderson or ValuJet? Hint: Loss of TrustThanks to my talented colleague Emily Tolmer for the cover art. Th...
Ep. 2 How To Build Trust Through Customer Experience
08 Jun 2023
Contributed by Lukas
In this episode, I talk with my friend and former colleague, Elena Garvey about the importance of Trust to customer expeirence. We cover the two gener...
Build Anticipation For A Great CX: Loose Treads & Missing Threads Mini Episode
01 Jun 2023
Contributed by Lukas
The first mini episode of CX Patterns, what I'm calling Loose Threads & Missing Threads, correcting any mistakes, and adding any overlooked exampl...
Ep 1: How To Build Anticipation For A Great Experience, Not An Exact Experience
24 May 2023
Contributed by Lukas
In this episode, I talk with my friend and former colleague, Ryan Hart about how to build anticipation for a great experience. Ryan highlights a great...
Customer Experience Patterns Trailer
10 May 2023
Contributed by Lukas
Why patterns? Why now? The wisdom from 20+ years of Customer Experience, distilled into models you can use. Hosted on Acast. See acast.com/privacy for...