Prof. Thales Teixeira is the co-founder of digital disruption consultancy Decoupling.co. Previously, he was the Lumry Family Associate Professor at Harvard Business School, where he taught for 10 years. His two primary domains of research constitute Digital Disruption and The Economics of Attention. 

He has also been an expert reviewer for the US Food and Drug Administration under President Barack Obama. And he is one of the current judges of CNBC’s Disruptor 50 most innovative startups. He has consulted or advised top executives of over 15 of the Fortune 100 companies.

Access the transcript on our blog at https://voicesofcx.com/products-dont-disrupt-markets-customers-do-thales-teixeira/?utm_source=soundcloud&utm_medium=description

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Buy Thales' book Unlocking the Customer Value Chain here.

Currently serve as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago.

In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting, Physician Liaison and Center for EMS Excellence. Strategically he advises on institutional goals, employee engagement, culture, and patient engagement programs, including online patient portal My Health at Vanderbilt.

Access the transcript on our blog at https://voicesofcx.com/when-patient-experience-meets-quality-of-care-brian-carlson/?utm_source=soundcloud&utm_medium=description

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Known as the Disaster Avoidance Expert, Dr. Gleb Tsipursky is on a mission to protect leaders from dangerous judgment errors known as cognitive biases by developing the most effective decision-making strategies.

He has over two decades of consulting, coaching, and training experience as CEO of Disaster Avoidance Experts, and over 15 years of experience in academia as a cognitive neuroscientist and behavioral economist. Dr. Tsipursky writes for Inc. Magazine, Time, Scientific American, Fast Company, and Psychology Today. A best-selling author, his new book is Never Go With Your Gut: How Pioneering Leaders Make the Best Decisions and Avoid Business Disasters.

Access the transcript on our blog at https://voicesofcx.com/never-go-with-your-gut-dr-gleb-tsipursky/?utm_source=soundcloud&utm_medium=description

Follow Dr. Gleb Tsipursky on LinkedIn: linkedin.com/in/dr-gleb-tsipursky/

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Buy Never Go With Your Gut here: https://www.amazon.com/Never-Your-Gut-Pioneering-Decisions/dp/1632651629

Hilary oversees LRW’s quantitative research methods, strategies and tactics. She especially loves to collaborate with LRW clients and staff to solve the most challenging business problems in a world of rapidly changing marketing tools and research methods.

Hilary enjoys figuring out what matters to people, in both making their product choices and determining their customer satisfaction. Prior to joining LRW, Hilary previously served in research roles at M/A/R/C and Los Angeles Times. She guest lectures at USC, holds an M.M.R. from the University of Georgia and a B.S. in quantitative psychology from UCLA.

Access the transcript on our blog at https://voicesofcx.com/optimizing-your-market-research-for-modern-consumers-hilary-decamp/?utm_source=soundcloud&utm_medium=description

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Chris serves as both a consultant, offering social media best practices to nonprofits, and as an on-scene host, creating hours of real-time live video content to raise awareness and drive donations. In the winter of 2017, Chris served as a National Red Kettle Ambassador for The Salvation Army USA.

When Chris isn't on scene at a giving day, social media conference or training session, he is based out of downtown Greenville, South Carolina.

Chris is a live-stream content creator who's recorded countless podcast and live video interviews with influencers from around the world out of his signature '#FlyTheWStudio,' a tribute to his favorite team, the Chicago Cubs.

Chris is a versatile mobile storyteller, best known for being the first person to live-stream and Snapchat in all 50 U.S. states.

Access the transcript on our blog at https://voicesofcx.com/how-to-leverage-a-one-post-social-media-strategy-chris-strub/?utm_source=medium&utm_medium=post

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Patricia (Tricia) Houston is an award-winning marketing research expert, experiential marketing aficionado, and visionary entrepreneur. She founded MMR LIVE Experience Design to help brands and agencies create better emotional connections with their audiences. Under Tricia's leadership, the team at MMR LIVE blends experiential marketing, research, and operational know-how into one integrated ethos. This next-gen approach is transforming innovation and organizational change to create #ExperienceBuilt brands.

A UGA Master of Marketing Research grad (’09), Tricia serves on the executive committee of the Family Promise North Fulton/Dekalb board, is the 2020 President of the SE Chapter of the Insights Association, and an avid support of WIRe (Women in Research).

Access the transcript on our blog at https://voicesofcx.com/stop-shifting-the-burden-to-your-customers-patricia-houston/?utm_source=soundcloud&utm_medium=description

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Rob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He joined Bain in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries.

Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He is co-author of the ultimate question 2.0 and hosts the Net Promoter System Podcast from Bain and company.

Access the transcript on our blog at https://voicesofcx.com/are-you-undervaluing-your-customers-rob-markey/?utm_source=soundcloud&utm_medium=description

Follow Rob Markey on LinkedIn: https://www.linkedin.com/in/robmarkey/

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Read Rob Markey's article, "Are You Undervaluing Your Customers?" on HBR here: https://hbr.org/2020/01/the-loyalty-economy

A fan favorite and the CX Rockstar himself, James Dodkins joins us for another round. For those who don’t know him, James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar'.

He recently wrapped up the ACXS, a program for training and certifying accredited Customer Experience Specialists.

Access the transcript on our blog at https://voicesofcx.com/the-cx-rockstars-return-tour-james-dodkins/?utm_source=soundcloud&utm_medium=description

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Find about more on James Dodkins on his website: https://www.jamesdodkins.com/

Learn more about the ACXS here:

https://www.acxstraining.com/

B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.

In December 2019 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competiting for Customer Time, Attention, and Money, featuring an all-new preview to their best-selling 1999 book, The Experience Economy: Work is Theatre and Every Business is a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences -- memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy, companies now compete against the world for the time, attention and money of individual customers.

Access the transcript on our blog at https://voicesofcx.com/the-experience-economy-is-all-about-time-well-spent-joe-pine/?utm_source=soundcloud&utm_medium=description

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Follow Joe Pine on LinkedIn: https://www.linkedin.com/in/joepine/

Follow Joe Pine on Twitter: @joepine

Buy The Experience Economy (Updated) and other books by Pine and Gilmore here: https://strategichorizons.com/books-and-ideas/publications/

Jeff Toister is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning, including Customer Service Fundamentals and Leading a Customer-Centric Culture.

Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute.

Access the transcript on our blog at https://voicesofcx.com/jumpstart-your-cx-with-a-service-culture-mindset-jeff-toister/?utm_source=soundcloud&utm_medium=description

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Follow Jeff Toister on Twitter: @toister

Buy "The Service Culture Handbook" here: https://www.serviceculturebook.com/