The Tom and Bob Show

In this episode of the Tom & Bob Show, we discuss with Tricia Houston, the Founder and COO of The ExperienceBuilt Group, how customer experience needs are understood by conducting an experience audits, what the process entails and what its designed to accomplish, why organizations should conduct such audits, and what typical gaps experience audits typically reveal. 

Leo Chan, Chief Innovation & Creativity Officer of Abound Innovation joins Tom & Bob on the show to discuss the techniques he uses to inspire innovation in organizations, create a culture of innovation, and how to break down the roadblocks that inhibits innovation. 

Debra Roberts joins the show to discuss the role of misunderstandings and miscommunication in contributing to the great resignation, the importance of effective communication in creating a positive organizational culture, and the primary reason people avoid conversations. 

Enza Sleva, a freelance mentor, coach, and consultant with decades of experience in the automotive industry, will join Tom & Bob on a monthly basis to discuss issues in customer experience that hold her interest. This month we discuss the state of customer experience in healthcare.

Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event. 

Vivian Phillips Husband, Senior Vice President - Contact Center and Customer Success Leader for Wells Fargo joins Tom & Bob on the show to discuss the upcoming launch of her podcast on the CX of M Radio Network, the thought that went into the planning for her show, and what listeners can expect when they tune in for her captivating broadcasts.  

The founder and CEO of LivePerson, Rob LoCascio is one of the longest-standing technology founding CEOs and has been profiled in Forbes’ series of Thought Leaders Changing the Business Landscape. In this episode of The Tom & Bob Show, Rob discusses the role of AI in the customer experience and customer care, how AI will evolve in that role in the future, and the steps that are being taken to protect the customer and their information. 

Andy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery.

In part 2 of a series, Eckhart Boehm joins Tom & Bob on the show to discuss the practical steps for analyzing data for customer progress design. 

While the Jobs to Be Done framework is a well recognized tool for identifying customer goals, little is understood about evaluating customer progress in achieving their goals. In the first of a two episode series of The Tom & Bob Show, Eckhart Boehme introduces and discusses a framework, The Wheel of Progress, he has designed for just that purpose.