Science Of CX Episodes

June 3, 2020

Exploring Panviva's New CX Influencers eBook

In this week's episode Steve gives an overview of Panviva's latest eBook 'Build a Better CX', showcasing some of the top CX influencers in the industry.

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May 27, 2020

The Curbside Take-Out Experience and the Disruption of the Food Servi…

This week Steve and Angela discuss the disruption of the food service industry and examine some ways local businesses have been handling the curbside customer experience.

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May 20, 2020

Managing a Remote Work Force with Our New Co-Host Angela Simpson

This week Steve welcomes our new co-host Angela Simpson and her 25+ years of healthcare experience to the Science of CX. In their first episode together, they discuss tips for managing a productive remote workforce.

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May 8, 2020

Gamifying Engagement in Remote Teams with Luke Jamieson

This week Steve interviews Luke Jamieson of Playfulli to talk about how we can use gamification and microlearning to engage teams while working remotely.

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April 29, 2020

Employee Experience is Embedded into CX

In this episode Steve addresses the alarming statistic that only 53% of employees feel engaged at work, and also gives a few helpful tips for how your organization can improve employee engagement with great CX.

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April 24, 2020

Healthcare Adapting in the Age of COVID-19: Physical Therapy with Dr.…

In a new series investigating how COVID-19 is changing the healthcare landscape, Steve talks with NH-based physical therapist Dr. Brett Ashenfelter.

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March 31, 2020

CX Strategy Tips During COVID-19

Steve shares some important Customer Experience strategies for maintaining your customer experience during the COVID-19 epidemic.

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March 25, 2020

Can CX Truly Be a Competitive Advantage?

In this episode Steve discusses how to turn CX into a competitive advantage by being memorable and remarkable.

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March 11, 2020

How to Identify CX Leaks

In this episode Steve helps you identify some common CX pitfalls in the customer buying process, and how to avoid them. You can view the infographic referenced in this podcast here:

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Feb. 26, 2020

Who Benefits from a CX Focus?

This week's podcast looks at the different business situations where an organization can benefit from focusing on CX.

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Feb. 14, 2020

Falling in Love with a Brand

A special Valentine's Day episode on the conditions that let us fall in love with a brand.

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Feb. 12, 2020

7 Steps to Superior CX

In this episode Steve explains 7 practical steps to elevating your company's customer experience.

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Feb. 4, 2020

CX is Not Customer Service

In the premiere episode of The Science of CX, Steve defines the difference between customer service and customer experience.

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