This episode features a deep discussion on customer experience, knowledge management, AI integration, and leadership insights from the CX community, including highlights from HDI Service World and innovative practices from Southwest Airlines and Nordstrom.

Key topics

• Balance and budget in CX experience design
• The role of heart and soul in customer experience
• Innovative recognition programs like Southwest's QR code initiative
• The importance of peer-to-peer relationships and collective genius
• Knowledge management evolution and AI's impact on data silos
• The significance of governance, psychological safety, and employee ownership in innovation

Resources

HDI Service World Conference - https://www.hdiconnect.org/

Open Service Community - https://openservicecommunity.com

Guests

Sara Feldman - https://www.linkedin.com/in/sarafeldman/

Matt Beran - https://www.linkedin.com/in/mattberan/

Nate and Erica discuss the pitfalls of over-automating customer service, emphasizing the importance of enhancing customer experiences through meaningful human interactions and strategic use of automation. They explore how CX professionals can demonstrate value, measure impact effectively, and advocate for a customer-centric approach in a rapidly evolving landscape.

resources

CX Accelerator Community - https://cxaccelerator.com

Shmuel Saklad on LinkedIn - https://linkedin.com/in/shmuelsaklad

Jeremy Hyde on LinkedIn - https://linkedin.com/in/jeremyhyde

Kaitlyn Jolley on LinkedIn - https://www.linkedin.com/in/kaitlyn-jolley-691b8028/

This episode explores the journey of stepping into the spotlight in the CX industry, overcoming imposter syndrome, and building confidence through public speaking. Guests share personal stories, practical tips, and encouragement for professionals eager to share their insights and grow their influence.

Resources

CX Accelerator Community - https://cxaccelerator.com

Toastmasters International - https://www.toastmasters.org

Enterprise Connect Conference - https://www.enterpriseconnect.com

Black Rifle Coffee Company - https://www.blackriflecoffee.com

Guest links

LinkedIn - https://linkedin.com/in/beth

This episode explores the importance of community, trust, and authentic leadership in the evolving landscape of customer experience (CX). Leaders share practical strategies for fostering psychological safety, managing burnout, and building meaningful connections in remote and hybrid work environments.

This week's guests include: Rob Dwyer & Luke Jamieson

Resources:

Radical Candor by Kim Scott - https://www.amazon.com/Radical-Candor-Revolutionize-Relationships-Communicate/dp/1250103509 

Collective Genius by The Table Group - https://www.amazon.com/Collective-Genius-Unlocking-Group-Intelligence/dp/1119546994 

CX Accelerator Community - https://cxaccelerator.com/ 

Rob Dwyer - LinkedIn - https://www.linkedin.com/in/robdwyer/

Luke Jamieson - LinkedIn - https://www.linkedin.com/in/luke-jamieson/ 

Erica Marois - LinkedIn - https://www.linkedin.com/in/ericamarois/ 

Nate Brown - LinkedIn - https://www.linkedin.com/in/cxaccelerator/