Simply CX
Episodes
Influencing the Agents: Redefining CX in an AI-Native World
31 Mar 2026
Contributed by Lukas
In this episode, Nicole talks with Jim McDonnell, Microsoft’s Global Lead for Customer Advocacy, about how AI-native developers, students, and small...
The Big CX Takeaways: Season One Reflections
20 Jan 2026
Contributed by Lukas
The first season of Simply CX was full of insights from creating emotional loyalty and building organizational culture to AI-drive...
Transforming Care Through AI: CX Innovation at City of Hope
16 Dec 2025
Contributed by Lukas
Episode Summary: In this episode of Simply CX, Nicole talks with Nasim Eftekhari from City of Hope about how custom...
Scaling Change: How Hillsborough County Schools Reimagined Classroom Experience
02 Dec 2025
Contributed by Lukas
In this episode of Simply CX, host Nicole McKinley sits down with Chris Holt, Supervisor of Technology Training at Hillsborough County Public Schools ...
Human-Centered Design with Purpose: AI, EX, and CX
18 Nov 2025
Contributed by Lukas
In this episode of Simply CX, Nicole talks with Brian Hodel from T-Mobile about how his team tackled a manual employee experience and transformed it i...
The CX Puzzle: Solving One Piece at a Time Part 2
04 Nov 2025
Contributed by Lukas
In part two of our conversation with Chris Lipman, Chief Customer Experience Officer at e&, we dive deeper into how immersive leadership -- like s...
The CX Puzzle: Solving One Piece at a Time
21 Oct 2025
Contributed by Lukas
“CX is not an exact science—it’s a puzzle.” In the first part of this 2-part series, Chris Lipman, an award-winning CX expert and Chief Custom...
Creating a Culture of Customer Centric Innovation at Cummins
07 Oct 2025
Contributed by Lukas
In this episode of Simply CX, Nicole McKinley talks with Erica Baird, Executive Director of Global Sales and Service at Cummins, about how customer ex...
CX as a Team Sport: Turning Customer Insights into Impact
23 Sep 2025
Contributed by Lukas
We’re breaking the mold in this episode, as Nicole sits down with two of her peers who are helping bring the CX vision for Microsoft to life. How do...
Reinventing Car Buying: CarMax’s Omnichannel Appeal
09 Sep 2025
Contributed by Lukas
Buying a car should feel like a joyride, not a chore—and CarMax is investing to make it easy, exciting, and even fun. In this episode of Simply CX, ...
Designing Trust: TD Bank’s Human-Centered Innovation
26 Aug 2025
Contributed by Lukas
In this episode of Simply CX, Nicole sits down with Imran Khan, Head of Innovation and Design at TD Bank, to explore what it means to stay human-cente...
Emotional Intelligence and The Future of Customer Connection
12 Aug 2025
Contributed by Lukas
In this episode of Simply CX, Nicole sits down with behavioral scientist and CX visionary Ken Hughes to explore the emotional side of c...
Trailer
02 Jun 2025
Contributed by Lukas
Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business lead...