Science Of CX Episodes

Jim is the Chief Strategy Officer at discuss.io, and a highly connected thought leader and popular international speaker in the market research industry. As a manager, Jim’s deep knowledge and innovative thinking is an invalu...

In the 3rd and final part in this special series, Steve sits down with Gary Witt, the CEO of the Pabst Theater Group in Milwaukee Wisconsin. Steve and Gary, speak about how it has been to have shut down all …

As we are all aware by now, a huge amount of global workers are continuing to work their jobs from home. Thousands of workers that used to commute and work in a physical building are now hold up in their …

In this episode of ScienceOfCX Steve catches up with the ever busy Professor in Residence at ZOHO Corporation, Emily Sloan Pace Ph.D. Emily divulges some of the keys to CX Success in a software company as large and global as …

In, Part 2 of our Special Edition Series: 2020:The Year our Music Stopped, we get time to sit down with my cousin, AJ Pappas . AJ is a long-time veteran touring musician, having toured all over the world with Popa …

In this episode of ScienceOfCX, I was sit down with Gordon Schleffer , VP of Customer Care at Magellan Health and chat about how healthcare is changing in 2020. We talk about everything from hiring, training, Work From Home, ...

In March of 2020, COVID-19 had escalated to National and Global Emergency Levels. Very few people are talking about how entertainment of all types stopped also, especially live music. According to NIVA , the National Independ...

In this episode of #ScienceofCX, Steve and Angela caught up with the very busy Jeanne Bliss of Customer Bliss and had a wonderful conversation about her views on Customer Experience. Jeanne is known as the Godmother of CX, so...

In this episode, #StevePappas sits down with @PhilBurrows of .@Verizon and talks about how he leads the Customer Experience effort within the company's new 5G Product Line.

In this episode of Science of CX, Steve and Angela speak to Mike Rosa , owner of Anabolic Aliens an online Fitness Empire. Mike discloses many of the tools and techniques he used from Social media to a massive youtube …

Steve sits down with Kash Kompella , CEO of RPA.ai , advising some of the biggest companies around the world in AI, Investments and M&A Advisor and author of Practical Artificial Intelligence. Our conversation covered many as...

Have you ever thought about the personal touch we have lost in communicating with our clients and suppliers? In the future, let's take a lesson from the past and really "WOW" our customers, by using a Handrwrytten note instea...

Steve and Angela sit down with Tom Shapiro , CEO of Stratabeat and Author of ' Rethink Your Marketing ', to discuss the qualities of the most winning companies today. The Biggest, the Boldest and the most Decisive Companies h...

In this episode, Steve uncovers a little known secret weapon to include in your CX arsenal. Ivor Plecas of Kingdom Noel dive into aspects of the Customer Journey many have overlooked. We discuss the sociological aspects of in...

In this episode, Steve talks to Nir Bashan, Author of Creator Mindset, about how to add a more creative dimension into every moment of the customer journey. He describes why we need to think more creatively more today than ev...

In this episode, Steve and Jordan break down how you can use improv techniques and training exercises to create better employee and customer experiences. Try the "Yes And" Game with your team and see some great results today.

In this episode, Steve discusses with Nate the value, the ROI, the motivators and gaming experiences.

In this episode, Steve discusses how to ensure better digital experiences for your prospects and customers with Avi Mash of Content Square, A Digital Experience Management technology company.

In this new episode, Steve and Angela discuss all of the aspects of researching and developing better personas for your CX Initiatives.

In this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.

Steve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed...

In this episode, Steve Pappas and BrandonTidd discuss where Sales, Marketing and CX meet in a "hub" around the Customer.

In this episode, Steve Pappas discusses with Steve Salisbury, how to look to your employees to foster positive change around CX, how to enagege the resistors and create Active Leadership Models in your business.

In this Special Edition Episode, Steve talks with Valerie McSorley, a 25 year veteran event organizer in the Contact Center and CX Space. They discuss the need for a wholesale pivot from the pre-COVID conferences to something...

Steve interviews, Mark Smith, Ph.D, President of Kitewheel, a Boston-based Customer Journey Orchestration Hub for managing customer journeys across all business channels.

Steve's guest today is Jill Raff, as she dscusses how she began understanding Ray Kroc's CX approach when her Dad bought a McDonalds franchise. She has evolved that methodology throughout her career as she speaks and does wor...

This week Steve and Angela welcome CX thought leader, coach, keynote speaker, and author Annette Franz, to talk about designing a customer-centric culture.

This week Steve talks with Leslie O'Flahavan, owner of consulting company E-WRITE, about training our customer service reps to be great writers.

This week Steve talks with Dennis Gershowitz, Principal of DG Associates, about journey mapping the customer experience.

On this episode Steve welcomes Bradly Sax, director of customer experience and operational excellence practices for Delaware North, about walking the guest path.

This week Steve and Angela talk with Derrick Ricca, a 25-year veteran of the hospitality industry, about providing transparent service to customers.

In this episode of the Steve & Angela talk with Colin Crowley, award-winning playwright & VP of Customer Experience at Freshly, about finding the voice of the customer.

This week Steve talks with Jim Sinur, independent thought-leader and CEO of Flueresque, about how automation and new technologies can play a role in improving customer service.

Steve welcomes Martha Brooke, founder of Interaction Metrics & Certified Customer Experience Professional, for a deep dive into customer listening and research intelligence.

This week Steve & Angela welcome UX research pioneer and Bentley University User Experience Center Executive Director Bill Albert to discuss improving CX and usability across all channels.

This week Steve & Angela welcome renowned author, futurist, and speaker Tom Koulopoulos to the Science of CX to talk about reimagining our healthcare industry. Learn more about Tom at http://tkspeaks.com/

As the country prepares to reopen, Angela and Steve look at new consumer expectations and how businesses can use good CX practices to exceed them.

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.

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.

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.

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

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.

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

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

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

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: https://marketing.panviva.com/acton/media/1...

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

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

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

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