Best CXM Podcasts (2025)

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#140 Measuring the True Cost of Negative Customer Experiences 30:09

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2d ago30:09

30:09

What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequ…

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The 1% Effect in the Bodyshop 23:49

6d ago23:49

23:49

More motortrade chat with Dave and John! In this episode Dave chats with John about all things bodyshop and how the 1% effect can influence the performance!By Dave & John

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#139 Client Onboarding and The Trust Equation - Part 2 of 2 33:24

10d ago33:24

33:24

What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers before it ever reaches the end user? That question has been top of mind for me, and it’s exactly why I was so excited to sit down with Lisa Schwartz, Chief Operating Officer of Mathematica, on the latest…

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Parts Department Q&A 19:51

12d ago19:51

19:51

In this episode Dave and John respond to some great comments and feedback on the earlier 1% Effect in Parts Department podcast.By Dave & John

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#138 Client Onboarding and The Trust Equation-Part 1 of 2 31:24

17d ago31:24

31:24

Note: This is Part 1 of a 2-part series What does it take to create an onboarding experience so powerful that clients can’t imagine working with anyone else? For executives and customer experience leaders, the onboarding process is much more than an administrative formality—it's the first date, the pivotal moment when a client decides whether to pu…

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The 1% Effect in the Parts Department 30:10

19d ago30:10

30:10

In this episode Dave and John switch their conversation to the parts department and how marginal gains can support the performance.By Dave & John

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The One% Partnership, Front of House Q&A Part 2 36:45

19d ago36:45

36:45

In this episode (part 2 of 2) Dave and John respond to feedback from the previous podcast where they talked about how the 1% effect could impact the front of house function.By Dave & John

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#137 From Oprah to Branson: 5 Celebrity Archetypes Every CX Leader Needs 33:21

24d ago33:21

33:21

What if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your customer experience approach? In this episode of the Delighted Customers podcast, guest Ania Rodriguez flips the script on how CX leaders can influence their C-suite and drive transformative change. By drawing o…

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The One% Partnership, Front of House Q&A Part 1 30:22

25d ago30:22

30:22

In this episode (part 1 of 2) Dave and John respond to feedback from the previous podcast where they talked about how the 1% effect could impact the front of house function.By Dave & John

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#136 Beyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand Course 17:22

1M ago17:22

17:22

Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. …

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The 1% Effect in Front of House and Customer Service 23:32

1M ago23:32

23:32

In this episode DAve and John talk about the 1% effect and how it help with the front of house and customer serviceBy Dave & John

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#135 Emotional Imprinting and the Future of Experience Management 30:44

1M ago30:44

30:44

Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expert…

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Podcast feedback - Workshop 16:50

1M ago16:50

16:50

In this episode Dave and John respond to listener feedback and questions, today they focus on the responses to the 1% effect on the recent Workshop podcast.By Dave & John

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#134 "It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX 30:19

1M ago30:19

30:19

"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX Join us for an insightful conversation with Howard Behar, a pivotal figure in Starbucks' legendary growth. As the President of Starbucks North America and the founding President of Starbucks International for 21 years, Howard participated in the company's e…

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The 1% Effect in the Workshop 20:32

2M ago20:32

20:32

In this episode Dave and John talk about some of the gains that the 1% effect can have within your Service DepartmentBy Dave & John

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#133 Future of Agentic AI: Transforming Customer Journeys 29:28

2M ago29:28

29:28

What if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations still get it wrong? On this episode of the Delighted Customers podcast, we unlock the real reasons why companies struggle to implement AI and automation tools effectively, even as consumer expectations …

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#132 David vs. Goliath: Competing with the Big Banks on Customer Experience 30:04

2M ago30:04

30:04

What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences? This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emoti…

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What is the 1% Effect 26:51

2M ago26:51

26:51

In this episode Dave talks with John about what the 1% effect is and how it relates to incremental gain.By Dave & John

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#131 Humanity at Scale: Bruce Temkin’s Vision for the Future of Leadership 38:34

2M ago38:34

38:34

Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of C…

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#130 The Power of Referrals: A Classic Episode Revisited 26:56

2M ago26:56

26:56

Fred Reichheld is an expert on customer loyalty and a legend in the world of customer experience management. He and his "co-pilot" Rob Markey, created Net Promoter System, arguably one of the most used loyalty metrics in the world. He shared so many gems in our conversation that I decided to produce this edited version as a sort of "greatest hits" …

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#129 First Look: AI Hosts Dive into the Trusted Guide Roadmap™ Master Class 15:01

3M ago15:01

15:01

Ok, this one is a bit different. I've been asked many times over for a sampling of The Trusted Guide Roadmap™ Master Class and really couldn't share a nice condensed slice of it...until now. It was quite by accident. I used an AI tool that automated two virtual hosts, I'm calling them Abe (A) and Ivy (I), who took much of the material from a recent…

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The One% Partnership Introduction 30:48

3M ago30:48

30:48

In this first episode Dave and John chat about why they have formed The One% Partnership and how they will be supporitng Automotive Aftersales businessesBy Dave & John

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#128 Navigating the Power Core: A Strategic Approach to Customer Experience 24:03

3M ago24:03

24:03

Navigating the Power Core: A Strategic Approach to Customer Experience Join us as we dive deep into the world of customer experience with Shelly Chandler, a seasoned CX strategist with 25 years of experience across B2B and B2C industries. In this eye-opening episode, Shelly shares her journey from banking to diverse sectors, offering unique perspec…

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#127 Balancing AI and Human Interactions 32:54

3M ago32:54

32:54

Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and work with renowned brands like Starbucks, Ritz-Carlton, and Mercedes-Benz. His expertise in understanding the emotional drivers behind consumer decisions and the importance of self-reflection for busin…

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#126 Conquer Churn with Journey Mapping: Strategies for Customer Retention 35:20

3M ago35:20

35:20

Ania Rodriguez was trained as an engineer. She is Founder and CEO of JourneyTrack and a self-made entrepreneur. Ania's insights into modernizing journey mapping and reducing customer churn offer groundbreaking, actionable strategies for any organization interested in elevating customer experiences. Ania shares how journey mapping has evolved into a…

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#125 Inside LinkedIn: Designing Value for Members and Customers 42:23

4M ago42:23

42:23

Are you on LinkedIn? Ever wondered how LinkedIn keeps its users engaged and loyal? Join us for an insider's view of the platform that drives business networking. Unpacking Value Creation: Sam Stern delves into the importance of distinguishing between LinkedIn users—members versus customers. He explains how this differentiation impacts the value eac…

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#124 The Secret Ingredient to Customer Delight 35:06

4M ago35:06

35:06

Do you remember the shock ending of The Sixth Sense? The film taps into that mysterious sixth sense—something beyond our usual perception. Similarly, in the world of taste, umami goes beyond salty, sweet, bitter, and sour to create a richer, more memorable experience. But what if businesses could apply this concept to customer experience? In this e…

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#123 Stuck? Unlock Trust to Get Approval! 31:59

4M ago31:59

31:59

Are you a customer experience leader facing roadblocks when trying to get your initiatives approved? In this episode, Mark delves into the power of trust with Charlie Green, co-author of "The Trusted Advisor," to uncover strategies for breaking through bureaucratic walls and fostering buy-in. Key discussion points include: The importance of buildin…

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#122 Support, Don't Solve: Empowering Leaders to Create Authentic Spaces 45:30

4M ago45:30

45:30

How can leaders support their teams effectively without falling into the trap of fixing everything themselves? Leah Marone is a psychotherapist with expertise in treating anxiety and mood disorders. She also works with athletes on performance anxiety issues, demonstrating her ability to understand and manage high-stress situations. If you can relat…

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#121 Achieving Value Realization with a CX Toolkit 35:20

5M ago35:20

35:20

Brad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the future of customer experience (CX) management and explore a variety of valuable tools that can be applied to enhance CX. Brad shares actionable insights on hidden value, value realization versus value …