The Customer Experience Podcast

271. Leveling Up Customer Interactions via Genuine Care w/ Angela Alea

31 Oct 2023

Contributed by Lukas

Doing what's right for your customer is what's right. It’s that simple.Angela Alea, President and Chief Revenue Officer at LASSO shares valuable ins...

270. Establishing and Evolving a Chief Experience Officer Role w/ Saira Taneja

24 Oct 2023

Contributed by Lukas

Solving for multiple stakeholders is the essence of human-centered design.Our latest guest is Saira Taneja, a seasoned professional who has journeyed ...

269. Creating Unique, Authentic, and Local Experiences w/ Rina Johnson

17 Oct 2023

Contributed by Lukas

As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone ...

268. Experiencing You: Creating a Lasting Impression w/ Melissa Wright

10 Oct 2023

Contributed by Lukas

How do people experience you?Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity, it's flipping the scri...

267. Self-Service vs Human Touch: Balancing Customer Sentiment w/ Michelle Randall

03 Oct 2023

Contributed by Lukas

This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean? A happy, engaged and empowered agent lea...

266. Driving Innovation Through Equity, Equality, and Justice w/ Anna Dewar Gully

19 Sep 2023

Contributed by Lukas

70% of people in the world deeply care about inequality and would like to see a more equal, fair and just world, but simply don't know how to get ther...

265. Human Connection and Emotional Impact in EX and CX w/ Joey Coleman

12 Sep 2023

Contributed by Lukas

The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value.We're living in an era...

264. Personalizing the Path to Homeownership w/ Brian Vieaux

29 Aug 2023

Contributed by Lukas

How do we become trusted advisors to people who aren’t quite ready to buy, borrow, or transact? Professionals in these spaces are often looking to r...

263. Creating Human Connection within a Global Ecosystem w/ Naomi Wheeless

22 Aug 2023

Contributed by Lukas

The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews...

262. Building a More Trusting and Human Internet w/ Aaron Painter

15 Aug 2023

Contributed by Lukas

Fact: 99% of deepfake audios can be used to break into someone's account that’s voice-based. As the digital environment gets noisier and more pollut...

261. Showing Your Work in the Age of AI w/ Ethan Beute

08 Aug 2023

Contributed by Lukas

Caution: be thoughtful about what you and your team outsource to generative AI, and what you continue to do yourself. When it comes to human and machi...

260. Building the Cisco CX Org from Scratch w/ Andrew Carothers

25 Jul 2023

Contributed by Lukas

It's the customer's perception of their experience with a company that matters. And in particular, the customer's perception of their ability to obtai...

259. Best Practices for Win-Loss Analysis w/ Scott Varner

18 Jul 2023

Contributed by Lukas

Why are you winning? Why are you losing? What’s happening to your customer? How do they feel about it?These are simple, yet important questions that...

258. Honesty, Humanity, and Storytelling in B2B Marketing w/ Anthony Butler

11 Jul 2023

Contributed by Lukas

Your mom told you honesty is the best policy, and guess what — she was right. A long-term strategy of honesty is not only good business and good mar...

257. Creating Customer Continuity in B2B SaaS w/ Adam Ferris

27 Jun 2023

Contributed by Lukas

Most of human suffering is related to an unwillingness to have difficult conversations. Today we discuss how communication, authenticity and a “Team...

256. Putting Your Name on the Work w/ Dermot Buffini

20 Jun 2023

Contributed by Lukas

Can this technology support a principle that I believe in?This is a critical question — but one that’s not asked often enough in our race to evalu...

255. The Power of Human Connection in B2B Sales w/ Jessica Herrala

13 Jun 2023

Contributed by Lukas

No matter what spectacular tech is introduced to the world, the human race will always be connected by relationships—and without the human connectio...

254. Embracing a Psychology-Based Sales Approach w/ Jeff Shore

06 Jun 2023

Contributed by Lukas

You can’t multiply your way out of complexity — first, you have to simplify. In today’s increasingly oversaturated market of substandard marketi...

253. The North Star of Legendary Customer Experience w/ Danielle Lipari-Mareth

30 May 2023

Contributed by Lukas

A home is one of the most significant, important purchases people make. But that doesn’t mean the process is easy. And unfortunately, it’s not alw...

252. Selling on Video: Beyond the Excuses w/ Chris Bogue

23 May 2023

Contributed by Lukas

First the radio star, now video has killed the bland sales pitch. In today’s world of sales, people are much less inclined to answer calls from unkn...

251. Investing in Brand, Affinity, and Owned Media w/ Anthony Kennada

09 May 2023

Contributed by Lukas

In scaled-up business, we must always find ways to create and maintain a relational experience. In a more intimate, relational business, we’re looki...

250. The Process to Drive Revenue with Video Messaging w/ Ethan Beute

02 May 2023

Contributed by Lukas

Humanize your customer experience and drive revenue with The BombBomb Method.As our lives and work get more digital, we’re experiencing more disconn...

249. Generating Leads (and $25M) from Customer Success w/ Trina Dunham

25 Apr 2023

Contributed by Lukas

Generating two million dollars in net new revenue - in the first year of a new lead gen program. In year two? 10 million.In year three? 25 million!Is ...

248. Shifting a Culture to Customer-Centricity w/ George Essama

18 Apr 2023

Contributed by Lukas

Imagine trying to create meaningful change in a complex environment AND against a prevailing culture. More specifically, try convincing an entire comp...

247. Building Trust in High-Stakes Environments w/ Scott Mann

11 Apr 2023

Contributed by Lukas

If you want people to follow you, buy from you and believe in you, especially in competitive high stakes environments you need to lead from the rooft...

246. The Power of Personalization in B2B Sales w/ Samantha Stone

04 Apr 2023

Contributed by Lukas

Have you ever noticed that many B2B websites are good at educating but bad at transacting? Do you recognize that even buyers of complex solutions acro...

245. Winning Through Relationships in the Digital Era w/ Rivers Pearce

30 Mar 2023

Contributed by Lukas

Businesses that have historically been built face to face. Personally. Even working by referral only. That’s what we’re exploring today with our g...

244. Selling From the Heart w/ Larry Levine

21 Mar 2023

Contributed by Lukas

Trust is the currency of sales.Where there’s more trust there are more sales. And trust is the result of selling from the heart. In a world of empty...

243. Community: The Last Great Marketing Strategy w/ Mark Shaefer

28 Feb 2023

Contributed by Lukas

When it comes to building communities, many marketers are stricken with questions and fear — What if you lose control of the community? What happens...

242. The Heartbeat Behind The Spreadsheet w/ Amer Syed

21 Feb 2023

Contributed by Lukas

What’s the key to success in building a relationship- and referral-based business? Getting to the heartbeat behind the spreadsheet. Connecting with ...

241. 65% Lift in Lead Conversion by Humanizing Outreach at Scale w/ Ethan Beute

14 Feb 2023

Contributed by Lukas

In this episode, Ethan shares the results of a 90-day process that added video messages to a team of sales producers, resulting in a 65% improvement i...

240. Bringing the Human Touch to Digital Banking w/ Caitlin Drake

07 Feb 2023

Contributed by Lukas

Experience and Digital Banking at Busey, an organization recently honored as one of America’s Best Banks by Forbes and one of the Best Banks to Work...

239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry

24 Jan 2023

Contributed by Lukas

In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also d...

238. Start With “What” to Create Clarity w/ Ann Latham

17 Jan 2023

Contributed by Lukas

The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is ...

237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak

10 Jan 2023

Contributed by Lukas

Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can’t be bought - they can onl...

236. The EX Takes Mixtape: 12 Employee Experience Insights

03 Jan 2023

Contributed by Lukas

To celebrate 200 episodes of the podcast, we created the EX Takes Mixtape - 12 top employee experience moments from episodes 101-199. Hear EX-themed h...

235. The Epic Takes Mixtape: 10 Human-Centered Insights

27 Dec 2022

Contributed by Lukas

To celebrate the first 100 episodes of the podcast, I created the Epic Takes Mixtape - 10 human-centered and human-first moments.I watched every video...

234. Building Your Brand Through Trust Signals w/ Scott Baradell

20 Dec 2022

Contributed by Lukas

“What PR clients are really seeking is credibility. They are seeking authority. They are seeking third-party validation. Ultimately, they are seekin...

233. Uncovering GTM Insights from Your Employees, Not Just Your Customers w/ Chris Wallace

13 Dec 2022

Contributed by Lukas

In search of business intelligence and GTM insights, we look to our customers and to our customer data. But today’s guest shares with us a critical ...

232. First Findings from The National Survey on Brand and Trust w/ Kurt Bartolich and Cory Scheer

06 Dec 2022

Contributed by Lukas

This episode centers around brand and trust with trust expert Kurt Bartolich, Founder of BrandCertain and trust expert Cory Scheer, Founder of Trust C...

231. Tracing Every Relationship Back to One Relationship w/ Matt Beckwith

01 Dec 2022

Contributed by Lukas

Evolving from outbound telemarketer to EVP of Sales and business coach, integrating tools and tech stacks through a merger of two companies, tracing e...

230. Sales As The Science of Service w/ Todd Caponi

29 Nov 2022

Contributed by Lukas

“Certain words are used in business so thoughtlessly that they have become devoid of meaning: Authentic. Real. Transparent. And there is no one I tr...

229. Factoring Human Emotions Into Data-Informed Decisions w/ Vaishali Dialani

22 Nov 2022

Contributed by Lukas

CX isn’t just a feel-good function - even if feelings are its foundation. We invest in customer experience to improve business outcomes. This includ...

228. Designing Digital Experiences to Engage Human Emotions w/ Dan Hill

15 Nov 2022

Contributed by Lukas

Two currencies drive the economy - our dollars and our emotions. What we feel always drives our behavior. That’s because more than 95% of our mental...

227. Keys to Overcoming Customer Indecision w/ Matt Dixon

08 Nov 2022

Contributed by Lukas

“While the customer’s preference for the status quo is, no doubt, a significant obstaclethat every salesperson must overcome if they wish to sell ...

226. Why and How Meaningful Personalization Improves CX w/ Ethan Beute

01 Nov 2022

Contributed by Lukas

According to a recent McKinsey & Company report, 71% of consumers expect personalization and 76% get frustrated when they don’t find it.Like it or n...

225. Aligning EX and CX with a Service Blueprint w/ Justin Zalewski

25 Oct 2022

Contributed by Lukas

“Customers don’t care about organizational structures or silos. They care about the value they’re receiving. To customers, it’s all one servic...

224. How to Identify and Keep Loyal and Lucrative Customers w/ Ali Cudby

18 Oct 2022

Contributed by Lukas

Did you know that in most cases, the top 20% of a company’s customers tend to deliver the vast majority of their revenue?In Today’s episode, Ethan...

223. A Case for Loving the Process, Not Just the Result w/ Shane Kidwell

11 Oct 2022

Contributed by Lukas

An Executive Vice President of Sales, the owner of an apartment syndication business, the owner of co-working spaces, the CEO at an insurance company,...

222. A Practical Approach to Storytelling w/ Anna Marie Pryor

04 Oct 2022

Contributed by Lukas

An effective story can be a creative way to communicate your brand’s identity and company’s purpose. If you think you aren’t a storyteller, it m...

221. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooij

27 Sep 2022

Contributed by Lukas

Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s custome...

220. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken

20 Sep 2022

Contributed by Lukas

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your b...

219. Sending Videos for Greater Sales Visibility w/ Viveka von Rosen

13 Sep 2022

Contributed by Lukas

What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to bec...

218. Emotional Intelligence & Human-Centered Connection w/ Dan Hill, PhD

06 Sep 2022

Contributed by Lukas

Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the ...

217. An Actor’s Guide to Authentic Videos w/ Julie Hansen

30 Aug 2022

Contributed by Lukas

If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is. ...

216. Creating an Environment of Continuous Coaching w/ Morgan J Ingram

23 Aug 2022

Contributed by Lukas

Our Human-Centered Communication expert series is back! Listen to our most popular episodes with guests featured in our Wall Street Journal bestseller...

215. Your Personal Brand is Not a Selfish Pursuit w/ Dr. Cindy McGovern

16 Aug 2022

Contributed by Lukas

You may not realize it but you’re already selling your personal brand to people.  And your personal brand is directly related to your company’s ...

214. The WOW Experience: Doing What Others Won’t w/ Corey Shelton

09 Aug 2022

Contributed by Lukas

The amount of technology we have at our fingertips is vast and wide.It’s also underutilized in enhancing the customer experience. Today’s guest, ...

213. Revenue Acceleration Through Value and Video w/ Edward Golod

02 Aug 2022

Contributed by Lukas

In some businesses, if you’ve been around for 40 plus years, you should probably think about either retiring or getting an educational refresh on th...

212. Making Happiness A Habit to Improve CX and EX w/ Adrian Brady-Cesana

28 Jul 2022

Contributed by Lukas

When you’ve been in the business of customer experience for nearly two decades, you’ve seen every interaction of what CX can mean at the individua...

211. Landing Your First Customer Experience Role w/ Jason Champion

26 Jul 2022

Contributed by Lukas

While it may seem simple, member and employee experience is a difficult prospect to manage. There are many personalities, wants and needs to balance. ...

210. Tripling Your Social Media Engagement w/ Kate Bradley Chernis

19 Jul 2022

Contributed by Lukas

Can you imagine doubling or tripling engagement on your social media? Maybe it’s not as hard as you think. Take it from somebody whose operations ...

209. Making Marketing More Memorable with Sara Varni

12 Jul 2022

Contributed by Lukas

It would be different to receive a marketing email asking you to respond with a “1” for more information on a topic. The campaign most likely woul...

208. Moments That Matter In Customer Experience w/ Ethan Beute

05 Jul 2022

Contributed by Lukas

We go through life with a million different moments that shape who we are, our experiences and how we interact with others.  How do we differentiate...

207. The Upstream Model for More Referrals w/ Justin Stoddart

28 Jun 2022

Contributed by Lukas

If you build it…they probably won’t come. So how do you make them? A key way to do that is by positioning yourself, and what you’ve built, diff...

206. Becoming A People-Centered Sales Leader w/ Ni Adesokan

21 Jun 2022

Contributed by Lukas

When you move from being a valued member of a team to the leader of a team, there’s a mindset shift that needs to happen.  Whether you’re in spo...

205. Methods to Manage the Inbox Madness w/ Melissa Gratias

14 Jun 2022

Contributed by Lukas

There are 300 unopened emails in your inbox as of this morning and mentally, you’re starting to shut down.  Sound familiar?  The psychology behi...

204. What's Wrong With Authenticity? w/ Andrew Brodsky

07 Jun 2022

Contributed by Lukas

Authenticity is today's buzzword. "Be authentic!" say all the business gurus. What if they're wrong? What if being authentic is not always the best i...

203. The Unseen Costs of Digital Pollution w/ Ethan Beute

02 Jun 2022

Contributed by Lukas

Digital pollution is unwelcome digital distractions that slow us down, confuse, frustrate, and annoy us, and sometimes even threaten us. If it’s not...

202. The Death of Distance in a Digitally Polluted World w/ Dr. Erik Huffman

31 May 2022

Contributed by Lukas

Nobody is far away or out of reach anymore, not in the digital environment. Welcome to the Death of Distance.  We all can be reached anytime, anywhe...

201. Neural Coupling and Better Listening w/ Robyn LaVassaur

24 May 2022

Contributed by Lukas

Learning from the best. When someone rapidly leaps to the top of their field, you know there are plenty of insights to glean.  During the past year ...

200. Episode 200! The EX Takes Mixtape

17 May 2022

Contributed by Lukas

It’s episode 200 — and we’re celebrating the milestone with The EX Takes Mixtape - 12 top employee experience moments from episodes 101-199. He...

199. Get Human Insights Through User Testing w/ Janelle Estes

10 May 2022

Contributed by Lukas

When it comes to customer data, context is king.  And user testing has become increasingly important as a resource for fine-tuning the customer expe...

198. Sell It Like A Mango for Better B2B Sales w/ Donald Kelly

03 May 2022

Contributed by Lukas

How does selling mangoes from a Jamaican street cart lead to skyrocketing success in today’s B2B sales environment?   In this episode, I intervie...

197. The Increasing Value of Human-To-Human Moments w/ Ethan Beute

28 Apr 2022

Contributed by Lukas

The human experience is becoming increasingly more valuable.  As we move forward in time, human-to-human interactions are going to become more rare ...

196. Edumarketing: More Teaching, Less Selling w/ Ginger Bell

26 Apr 2022

Contributed by Lukas

Nobody wants to be sold to. Nobody. But nearly all of us are open to learning something helpful. Today’s guest, an edumarketing expert, teaches sal...

195. Customer Voice and Sentiment Analysis w/ Luis Angel-Lalanne

19 Apr 2022

Contributed by Lukas

How does an iconic brand like Amex evolve to stay connected to their customers? By driving their CX Experience with innovation.   We take a deep di...

194. Winning Digital Customers w/ Howard Tiersky

12 Apr 2022

Contributed by Lukas

We could call it customer experience. Or we could call it love. How should our customer-centricity change when we want to win digital customers? In ...

193. The Culture of Innovation vs The Work of Innovation w/ Lee Jelenic

06 Apr 2022

Contributed by Lukas

How do you operationalize innovation? One way is to build innovation into the company culture by incentivizing ideas.  In this episode, I interview ...

192. Today’s Path to Tomorrow’s Revenue w/ Ethan Beute

05 Apr 2022

Contributed by Lukas

What can we learn from a deep dive into connecting, communicating, and converting more effectively — despite the challenges of digital, virtual, and...

191. Operationalizing Love for Customers & Employees w/ Sue Woodard

29 Mar 2022

Contributed by Lukas

Today’s guest says that love is a competitive advantage. Kindness, compassion, collaboration, empathy, and especially love are all good things in bu...

190. 3 Elements of Customer-Led Growth w/ Chris Hicken

22 Mar 2022

Contributed by Lukas

Product-led growth is a great strategy… for about 5% of B2B companies. The other 95% should adopt customer-led growth.  In this episode, I speak w...

189. Human Connection at the Heart of Sales w/ Dr. Cindy McGovern

15 Mar 2022

Contributed by Lukas

Listening is the secret to selling anything — but most of us don’t listen the right way, even though all of us are in sales roles (yes, all of us)...

188. Aligning Sales, Marketing, and Customer Success Under a CRO w/ Sterling Snow

08 Mar 2022

Contributed by Lukas

If customer experience is important to your company, you won’t achieve it without alignment between sales & marketing. Any interaction your customer...

187. Creating a Collaborative Coaching Culture w/ Andrea Morter

01 Mar 2022

Contributed by Lukas

What two things does a leader who cares about coaching do?1. Hold a mirror up to your own behavior in constant self-evaluation2. Coach people into the...

186. 3 Moments to Send a Video Instead of Typed-Out Text w/ Ethan Beute

24 Feb 2022

Contributed by Lukas

You want to send video messages because you know that personal connection matters. Here are three ideal moments for using video to help you start.I’...

185. Equipping and Empowering People to Deliver Differentiating CX w/ Jim Hardeman

22 Feb 2022

Contributed by Lukas

What is your company’s way to play? Put another way, how do you differentiate yourself?It’s customer experience that is the biggest and best diffe...

184. Holding Curious Conversations to Hear the Voice of the Customer w/ Tonya Bjurstrom

15 Feb 2022

Contributed by Lukas

Many organizations work hard to support their customers, but they don’t hold freeform, high-touch, one-on-one conversations with customers. Why? It ...

183. Building a Customer-Centric Organization w/ Sam Jacobs

08 Feb 2022

Contributed by Lukas

The process from here to there is full of failure. Today’s guest is a founder and CEO whose life changed when he recognized that failure actually me...

182. The 4 Pillars of Selling Without Selling Out w/ Andy Paul

01 Feb 2022

Contributed by Lukas

Our job as sales professionals is not to persuade someone to buy our product. Our job is to learn what is most important to the buyer and help them ob...

181. The Problem with Video Prospecting w/ Ethan Beute

27 Jan 2022

Contributed by Lukas

Video messaging has not moved very fast in terms of being normalized, despite the fact that it can dramatically improve communication throughout the e...

180. Transforming to DCS: Digital Customer Service w/ Rick DeLisi

25 Jan 2022

Contributed by Lukas

What matters in digital customer service isn’t the person’s main preference for digital, live, or hybrid. What matters is understanding the proces...

179. 5 Elements of an Exceptional Customer Experience w/ Elizabeth Dixon

17 Jan 2022

Contributed by Lukas

Define your differentiator.Ask yourself this: “What is it that we uniquely can do that others can’t? How do we amplify that in a way that will be ...

178. Protecting Your Time by Gating Your Email Inbox w/ Andy Mowat

11 Jan 2022

Contributed by Lukas

In the face of ever-increasing digital noise and pollution, we need solutions …and today’s guest has been hard at work on one based on these three...

177. Empathy, Listening, and Human Centricity w/ Howard Brown

04 Jan 2022

Contributed by Lukas

The customer is (or should be) at the center of everything a business should be focused on.If your core values don’t involve being human-centric, wh...

176. Features Are Commodities, Feelings Are Differentiators w/ Ethan Beute

30 Dec 2021

Contributed by Lukas

Features are commodities, but feelings are differentiators. Customer experience is the last meaningful differentiator left to us — and we have to na...

175. Tips to Become a Better Podcast Guest and Host w/ Collin Mitchell

21 Dec 2021

Contributed by Lukas

The best way to start a podcast is to start.Yes, there’s more nuance to it, but honestly not that much more.In this episode, I interview Collin Mitc...

174. Supporting Salespeople Struggling with Mental Health w/ Jeff Riseley

14 Dec 2021

Contributed by Lukas

If we sent our athletes into the field without any pads or helmets, we wouldn’t be surprised that they got hurt. Yet we’re treating our stressed a...

173. Delivering Connected CX By Improving Go-To-Market Strategy w/ Sangram Vajre

07 Dec 2021

Contributed by Lukas

Everyone wants to know how to operate their business effectively. But depending on which of the three growth stages your company is in, the answer wil...

172. CX Lessons from My Trash and Recycling Experience

07 Dec 2021

Contributed by Lukas

I’ve lived in the same residence for almost 15 years. For 14 blissful years, I had no communications with my waste management service, and that was ...