The CX Cast

A key element of a strong customer experience practice is experience research. However, establishing, scaling, and evolving an experience research practice is no easy task. In this episode, we are joined by Senior Analyst Kelly Price to discuss the key elements of a good research practice and hallmarks of a truly advanced practice.

Click the titles below for more on this topic:

* Establish Your Experience Research Practice

* Scale Your Experience Research Practice

* Evolve Your Experience Research Practice

Have examples you’d like to share with Kelly? You can message us on LinkedIn or reach out to [email protected]

A key element of a strong customer experience practice is experience research. However, establishing, scaling, and evolving an experience research practice is no easy task. In this episode, we are joined by Senior Analyst Kelly Price to discuss the key elements of a good research practice and hallmarks of a truly advanced practice.

Click the titles below for more on this topic:

Establish Your Experience Research Practice

Scale Your Experience Research Practice

Evolve Your Experience Research Practice

Have examples you'd like to share with Kelly? You can message us on LinkedIn or reach out to [email protected]

As we approach episode 250 and the podcast’s six-year anniversary, Adele and Angelina take a look back at episodes that stuck with them over the years, great episodes for CX newbies, and the episodes that have racked up the most listens. 

Host Picks: 

Humanizing Customer Research (Episodes 119 & 120) –Meena Kothandaram from Twig + Fish and Bentley University’s Human Factors And Information Design (HFID) graduate program walks through her five-phase approach to customer research and talks about the importance of bringing stakeholders along.  

The ROI of Employee Experience (Episode 206) – Forrester research breakdown the ROI model for employee experience, including implications for revenue and brand advocacy, as well as employees’ efficiency and propensity to delight customers. 

Paying Employees For CX Is A Bad Idea (Episodes 147 & 148) – Forrester analysts Maxie Schmitt and Sam Stern discuss their research on “why paying employees for cx is a bad idea.” It’s revolutionary advice for so many companies that are automatically putting metrics like NPS into individual goals.   

How Rogers Communications Proved Business Benefits Of A Customer-Centric Culture (Episode 113) –Trays O’Reilly from Rogers Communications talks about a test–and–learn approach, called The Hot House, that (surprisingly) CX leaders in any industry can learn from. 

 

Great Listens For Those New To CX:

Episode 127: Gauge Your CX Management Maturity 

Episode 174: The Winning Way To Plan Customer Research 

Episode 14: Better Customer Experience Measurement Surveys And Beyond 

Episode 168: What Leading VoC Programs Get Right 

Episode 137: Eliminate Brand & CX Dissonance 

 

The Most Listened To Episodes: 

Episode 187: The ROI Of Design Thinking 

Episode 200: A Retrospective Of CX And UX 

Episode 212: Four Ways To Deliver Value For Customers 

Episode 197: How To Transition Your Voice-Of-The-Customer Vendor 

Episode 196: What B2B Companies Must Learn From DTC Disruptors 

 

Are you a CX expert on a topic that didn’t make the list? Reach out to 

As we approach episode 250 and the podcast’s six-year anniversary, Adele and Angelina take a look back at episodes that stuck with them over the years, great episodes for CX newbies, and the episodes that have racked up the most listens. 

Host Picks: 

Humanizing Customer Research (Episodes 119 & 120) –Meena Kothandaram from Twig + Fish and Bentley University’s Human Factors And Information Design (HFID) graduate program walks through her five-phase approach to customer research and talks about the importance of bringing stakeholders along.  

The ROI of Employee Experience (Episode 206) – Forrester research breakdown the ROI model for employee experience, including implications for revenue and brand advocacy, as well as employees’ efficiency and propensity to delight customers. 

Paying Employees For CX Is A Bad Idea (Episodes 147 & 148) – Forrester analysts Maxie Schmitt and Sam Stern discuss their research on “why paying employees for cx is a bad idea.” It’s revolutionary advice for so many companies that are automatically putting metrics like NPS into individual goals.   

How Rogers Communications Proved Business Benefits Of A Customer-Centric Culture (Episode 113) –Trays O’Reilly from Rogers Communications talks about a test-and-learn approach, called The Hot House, that (surprisingly) CX leaders in any industry can learn from. 

 

Great Listens For Those New To CX:

Episode 127: Gauge Your CX Management Maturity 

Episode 174: The Winning Way To Plan Customer Research 

Episode 14: Better Customer Experience Measurement Surveys And Beyond 

Episode 168: What Leading VoC Programs Get Right 

Episode 137: Eliminate Brand & CX Dissonance 

 

The Most Listened To Episodes: 

Episode 187: The ROI Of Design Thinking 

Episode 200: A Retrospective Of CX And UX 

Episode 212: Four Ways To Deliver Value For Customers 

Episode 197: How To Transition Your Voice-Of-The-Customer Vendor 

Episode 196: What B2B Companies Must Learn From DTC Disruptors 

 

Are you a CX expert on a topic that didn’t make the list? Reach out to [email protected] to connect with the hosts.

After a merger and acquisition, CX teams must face the realities of combining forces.  From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across both organizations.  In this episode, we are joined by Yvan Goupil, Head of Customer and Marketing Insight at Virgin Money UK, who experienced and succeeded at merging CX teams after an acquisition. He shares what worked well throughout the process, as well as some challenges they encountered.

Click the titles below for more on this topic:

* Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcome

After a merger and acquisition, CX teams must face the realities of combining forces.  From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across both organizations.  In this episode, we are joined by Yvan Goupil, Head of Customer and Marketing Insight at Virgin Money UK, who experienced and succeeded at merging CX teams after an acquisition. He shares what worked well throughout the process, as well as some challenges they encountered.

Click the titles below for more on this topic:

Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcome

Diversity and inclusion is being considered and displayed more and more, in organizations’ brand statements, employee experience (EX), and hiring practices. However, most organizations do not reflect those commitments in the customer experience (CX) they put out into the world. This is a big miss and a big opportunity. In this episode, we discuss with Principal Analyst, Gina Bhawalkar, how to apply the lens of inclusion throughout the product development process.

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* The Inclusive Design Imperative: Win And Retain More Customers

* Get Accessibility Right: Recruit People With Disabilities Into The Design Process

Diversity and inclusion is being considered and displayed more and more, in organizations' brand statements, employee experience (EX), and hiring practices. However, most organizations do not reflect those commitments in the customer experience (CX) they put out into the world. This is a big miss and a big opportunity. In this episode, we discuss with Principal Analyst, Gina Bhawalkar, how to apply the lens of inclusion throughout the product development process.

Click the titles below for more on this topic:

The Inclusive Design Imperative: Win And Retain More Customers

Get Accessibility Right: Recruit People With Disabilities Into The Design Process

Tony Rodoni, EVP of Customer Experience at Salesforce, shares substantial experience collaborating with executives on CX. He offers tools to equip executives to feel inspired and empowered to be more involved in CX. And he dares answer the question, “Can CX leaders work themselves out of the job?”

Tony Rodoni, EVP of Customer Experience at Salesforce, shares substantial experience collaborating with executives on CX. He offers tools to equip executives to feel inspired and empowered to be more involved in CX. And he dares answer the question, “Can CX leaders work themselves out of the job?”