CX Network

Oracle's Nate Skinner On Mistakes To Avoid & A Path For Success

The Global Marketing Lead for CX at Oracle, Nate Skinner joins us and takes us through Marketing Mistakes to Avoid. Along the way, he also sets a path for success all while sharing use cases from his impressive career with...

Elan Frank, Slack

Elan Frank from Slack joins us and shares that the tool began life as a side project of another initiative. It's grown to be a true alternative to email. Channel based messaging is built for the future of work and...

Ep. 156: Karen Tilstra, Florida Hospital

Karen Tilstra is the co-founder of the Florida Hospital Innovation Lab. In this conversation, Karen emphasizes the intent of the Innovation Lab, which, not surprisingly, is innovation. However, the process to innovation is often overlooked. Karen describes it as a...

Ep. 155: David Campos, SertaSimmons

Ep. 154: Fred Reichheld (Employee Engagement)

Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an...

Ep. 153: Fred Reichheld (Customer Centricity)

Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their...

Ep. 152: Deena John, McDonalds

McDonald’s senior director of innovation, Deena John, joins us to talk about digital transformation. While definitions vary, Deena describes digital transformation as “transforming through integration of technology” with the goal of generating maximum value for the customer. End-to-end disruption means...

Ep. 151: Todd Gilliam, Comcast

Todd Gillam joined Comcast a decade ago—when the word “Comcast” was met with severe negativity. During the first part of our conversation with Todd, he laments over those dark days and discusses the progress they made the first five years...

Ep. 150: Uzair Rashid, CVS Healthcare

Uzair Rashid, with CVS Healthcare, explains the importance of structuring innovation. Uzair brings a unique perspective to CVS, a Fortune 10 healthcare innovations company, because prior to CVS, he spent many years as a consultant. He understands how to level...

Ep. 149: The Genworth Financial Team

The entertaining Genworth Financial team joins us from OPEX Week 2020 to tell us their enterprise’s transformation story—or journey, more accurately. Kathleen starts off by explaining her view of the company 15 years ago: “It was a very siloed organization....

Ep. 148: James Dodkins

James Dodkins, Customer Experience Expert and heavy metal enthusiast, discusses the parallels between the two. First, he touches on the cyclical nature of refining a product to please its audience. Whether it’s music or tech, improving upon the output based...

Ep. 147: Roland Haefs, Henkel

Roland Haefs, with Henkel, discusses enterprise evolution and the shift from having purely transactional relationships to becoming a true business solutions provider. It takes strong leadership and an entrepreneurial spirit to pull off such a transformation, which Roland details. In...

Ep. 146: Rida Mustafa, Walmart

Rida Moustafa is an experienced data scientist with a demonstrated history of working in the retail industry. Rida covers a lot of ground in this concise, informative conversation. He shares his story with us, beginning in 1995 with the big data...

Ep. 145: Dr. Timothy Renick, Georgia State Univ

Dr. Timothy Renick with Georgia State joins us to talk about his implementation of predictive analytics within the university, including an AI enhanced chatbot. Since the deployment of these technologies, Georgia State is graduating 3,000 more students a year than...

Ep. 144: Max Just, Coca-Cola + Julie Seitz, United

Max Just is accompanied by a special guest on this episode of Future of Work. Julie Seitz is an expert on all things workspace, which makes her the perfect partner for the topic of—you guessed it—the future of workspaces. While...

Ep. 143: Juan Araya, (Lessons Learned)

Juan Araya discusses structuring for scale from the eyes of the disruptor and disruptee—both of which Juan knows well. Juan reminds us that before making any actionable change, an end goal must be set. Next, Juan discusses the role speed...

Ep. 142: Robert Welborn, (Myths Part 1)

Robert Welborn discusses five common myths surrounding autonomous vehicles in this discussion. He starts with three TV shows that have skewed perception around AVs. Next, he sets expectations around the maturity model of AVs by describing the stages as childhood,...

Ep. 141: Devon Krantz, Molecule

Molecule is an open market based platform that incentivizes the development and co-creation of pharmaceutical IP. Molecule’s CEO, Devon Krantz, discusses the dire state of pharmacological R&D; and its cost—literally and figuratively—to patients. Molecule, on the other hand, encourages a...

Ep. 140: Sarah Aerni, Salesforce

Sarah Aerni is a data scientist Salesforce. In this conversation, Sarah leads off by talking about what that even means. First, she gives a brief history of the expectation in customer experience and how it’s evolved with the introduction of...

Ep. 139: Helenio Gilabert, Schneider Electric

Helenio Gilabert is the senior director for digital transformation with Schneider Electric. Right out of the gate, Helenio stresses that word “transformation” over “digital.” While technology is the enabler, meaningful implementation can’t happen without a process and cultural change. This...

Ep. 138: Cindy Gallagher, Upskilling

The key to a smooth transition into the Fourth Industrial Revolution is the ability to seamlessly upskill and reskill the workforce. Cindy Gallagher shares with us the who, what, when, where, why, and how to get it done. She specifically...

Ep. 137: Deepak Subbarao (Structured Data)

Deepak takes us through structured data: what it is, when we need it, and when we don’t. He talks about how to discover the history of structured data at your enterprise and what to do with it. Data comes flooding...

Ep. 136: Max Just, Coca-Cola (Future of Work)

Max Just talks us through digital environments in this installation of Future of Work. Max opens by discussing the importance of improving the employee experience with a focus on people “inside the tent.” HR and procurement services aren’t enough to...

EP. 135: Tyrone Grandison, (Pause and Reflect)

In this episode, Ty Grandison takes some time to step back from this flawed reality we live in and discusses some of the unintended consequences of tech in the past 30 years. First, Ty gets real about the power of...

Ep. 134: Rohit Amberker (Productivity Paradox)

Rohit Amberker opens this episode of Pace of Change with a clear disclaimer: he is no expert on this week’s topic. However, he does have some experience and insights on the Productivity Paradox. Rohit opens by outlining the definition and history of...

Ep. 133: Anshuman Das

The marketplace for third-party AI vendors is huge, but what is the right solution for your enterprise? Anshuman Das, the director of robotics and testing at Warner Bros., discusses the compay’s implementation of some of his favorite tools and the...

Ep. 132: Brian Mikkelsen, Denmark

Brian Mikkelsen, the CEO of the Danish Chamber of Commerce, talks with us during the Intelligent Automation Nordics in Copenhagen. He discusses the launch of the Digital Growth Strategy for Denmark and how it has kept Denmark’s economy competitive. Training...

Ep. 131: Alexander Hubel, Ericsson

Alexander Hubel joins us again to discuss his RPA and automation journey with Ericsson. He fills us in the last two years and their evolution toward a center of excellence. Change management, communications, and automation communities are focusing their efforts...

Ep. 130: Jack Cheng, NIO

Jack Cheng covered a lot of ground in this interview. He described NIO, the company he co-founded, as “an EV provider, a mobility company, but [ultimately a] user enterprise engaged with the use of directory.” From swappable batteries to vehicle...

Ep. 129: Anil Bhavnani, Pfizer

Pfizer’s Anil Bhavnani discusses the future benefits of digital transformation and intelligent automation. Within the medical and pharmaceutical industry, there are a lot of moving parts and little room for error. Technology and automation is saving lives through the accuracy...

Ep. 128: Deepak Subbarao, Zurich Insurance

Deepak Subarao joins us and shares the value of working smart and not hard: "If it doesn't add value to the business and if you don't get paid more, really there's no value by working more. So how can you...

Ep. 127: Vartul Mittal

In this episode, Vartul Mittal discusses his RP agenda across industries and geographies. He also shares with us his favorite third-party software and other tips and tricks to convert big data into something usable. 

Employee Experience Express: Charelle Wigley

Charelle Wigley is the Global Head of Employee Health and Wellbeing at Bupa, a global healthcare company with 80,000 employees. Bupa’s stated purpose is to help people live longer, healthier and happier lives, starting with and including their own employees....

Ep. 126: Steve Kato-Spyrou, John Lewis

Steve Kato-Spyrou is the UX manager at John Lewis. He joins us at the Omnichannel Forum to discuss organizational change. Today’s consumer involves so many touchpoints it takes a corporation a collaborative way of thinking to reach them in an...

Employee Experience Express: Annie Forsmark

Annie Forsmark is one of the presenters at the Employee Experience Forum in September. She started her career 20 years ago as a Health and Wellness Consultant, and now runs her own company in Sweden. She trains organizations, leaders, and...

Ep. 125: Edda Blumenstein

Edda Blumenstein is a Ph.D. researcher at Leeds University. In this episode, she discusses her efforts to “…identify how honest retailers are supposed to survive in this dynamic environment that is constantly changing at a speed never seen before. I'm...

Employee Experience Express: Jo Bartnicke, Global Change Manager at Unilever

Kevin Monroe welcomes Jo Bartnicke, Global Change Manager at Unilever, to the Employee Experience Express conversations. Jo is from South Africa and spent much of her career at Unilever working across Africa. When it comes to employee experience, she is...

Ep. 124: Omnichannel Forum Panel

In this podcast special, Seth leads an Omnichannel Forum Panel discussion touching on topics such as CX, IoT, GDPR, subscription services, and the future of business. One thing the panelists agree on is the importance of building a customer-centric model...

Employee Experience Express: Claude Silver

Claude Silver is the Chief Heart Officer at VaynerMedia, a global digital creative agency.  Her role, as she sees it, is to help employees thrive by spreading empathy, self-awareness, and EQ. She chats with host Kevin Monroe about common themes...

Ep. 123: Chanice Henry, CX Network

Chanice Henry has been in the B2B news world for over six years. Currently, she is the CX Network editor. We asked her what is keeping CX professionals up at night, and Henry touches on financial return, and building a...

Employee Experience Express: Bruce Daisley

Bruce Daisley is one of the presenters at this year’s Employee Experience forum. Bruce is VP for Twitter in Europe, Middle East and Asia, author of The Joy of Work, and host of the Eat, Sleep, Work, Repeat Podcast. He...

Ep. 122: Alexander Thielmann, Siemens

Siemens’ Alexander Thielmann discusses the Fourth Industrial Revolution and its effect on the corporate landscape. The transformation Siemens has embarked on, aptly named Vision 2020 Plus, is a cultural one as much as it is a technology one. With a...

Employee Experience Express: Ben Whittier, Mr. Employee Experience

Mr. Employee Experience Ben Whittier is our first guest on the Employee Experience Express Podcast. The Employee Experience Express Podcast is a mini-series provided by CX Network. Ben is the chair for the upcoming Employee Experience forum. He and Kevin...

Ep. 121: Caroline Basyn, Mondelez

Caroline Basyn joins us and discusses the difficulty of implementing big changes in a rapidly evolving technological world: “The request of the top management in the company is to bet on a couple of big hawks, we call them. So,...

Ep. 120: Fernando Nunes, MAN

Fernando Nunes, senior process automation architect at Man Energy solutions, discusses his unique approach to IT and business. By leveraging RPA, AI, and BPA tools, Nunes works to empower the business line and decrease IT bottlenecks through process automation. He...

Ep. 119: Andrew Parris, CRH plc

Andrew Parris,Director Of Performance Improvement at CRH, focuses his efforts on improving corporate functions across the board, including finance, IT, procurement, and HR. How does he do it? Data-backed benchmarking, implementation planning, and change management. Additionally, intelligent automation is taking...

Ep. 118: Manish Jain, RBC

Manish Jain joins us and shares information on RBCs new Silent Listener Chat Bot: "We are building a silent listener chat bot, which will listen to the conversation when an agent and a client are having those discussions. While those...

Ep. 117: Manny Korakis

Manny Korakis joins us and shares the importance of potentially applying different strategies to different companies: "I've learned over the course of this journey that every company is in a different spot in their own journey, and I have to...

Ep. 116: Deborah Kops

Deborah kops joins us and shares her views on GBS: "It's a dynamic business model. It is not one rigid business model. To be very honest, to some extent we've promulgated that through the consultancy class in this industry, some...

Ep. 115: Rob Philips, Canadian Tire

Rob Phillips joins us and shares how venturing into the unknown is crucial to problem solving: "I think there's an overall bias that people have towards the unknown, right? They worry and they discount or they ... There's a risk...