Laurel Stanley joins Bob and Tom on the show to discuss how UX and CX work together to make Steelcase successful, what a career path in CX looks like at Steelcase, and how Steelcase is responding with CX to a changing workplace due to COVID 19. 

Duncan joins Tom and Bob on the show to discuss what Point B's clients are looking for in improving CX and the emerging trends in customer experience management. 

Eugene Murphy, CEO of Indeemo, joins Tom and Bob to discuss a unique approach to consumer research, Indeemo's mobile ethnography platform, as well as its implications for omnichannel experience delivery. 

Lisa Whalen, Managing Director of The Harris Poll, joins Tom and Bob on the show to discuss the status of the auto industry and changing consumer decision making during the COVID crisis. 

Dennis Ephlin, Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence, joins Tom and Bob for an interesting discussion about the evolvement of brand management and customer experience management in the automotive industry. 

In this episode of the Tom and Bob Show, the hosts interview Tchicaya Robertson, who will be joining the CX of M Radio network with her own show. Tchicaya discusses her motivation behind the creation of the show, what listeners and expect, and Tchicaya's work in empowerment. 

In this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio network. 

Rhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica. 

deBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there.

Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry.