Science Of CX Episodes

Sept. 7, 2022

Jim Longo: The Evolution Of Market Research Into An Indespensable Cus…

Jim is the Chief Strategy Officer at, 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...

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Oct. 20, 2020

2020: The Year our Music Stopped - Part 3 with Gary Witt of the Pabst…

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 …

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Oct. 16, 2020

How to Make Remote Working Work with Clare Price

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 …

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Oct. 9, 2020

Breaking CX Barriers at an Integrated Software Suite with Emily Sloan…

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 …

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Oct. 2, 2020

2020: The Year our Music Stopped - Part 2 (A Touring Musician, AJ Pap…

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 …

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Sept. 30, 2020

The Changing Landscape in Healthcare Contact Centers with Gordon Schl…

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, ...

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Sept. 29, 2020

2020: The Year Our Music Stopped - Part 1 (Tim Messina and Peter Rams…

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...

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Sept. 25, 2020

Creating Customer Memory Impressions with Jeanne Bliss

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...

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Sept. 23, 2020

Verizon's Digital Experiences and Growth in 5G with Phil Burrows

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.

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Sept. 18, 2020

Turning Your Hobby Into a High-Growth Business with Mike Rosa

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 …

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Sept. 16, 2020

Will Your Company Transform to a Digital First One in 2021, with Kash…

Steve sits down with Kash Kompella , CEO of , 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...

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Sept. 11, 2020

Engage, Surprise and Delight your Customers with a Handwrytten Card w…

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...

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Sept. 9, 2020

Unleashing New Radical Growth for Your Company with Tom Shapiro

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...

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Sept. 4, 2020

Uncover a Secret Weapon to boost your CX Strategy

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...

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Sept. 4, 2020

Injecting Creativity into The Customer Journey

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...

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Sept. 2, 2020

Use Improv to Brainstorm Innovation in Your Employees for Better CX

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.

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Aug. 26, 2020

CX, Listening Paths, Motivators & Gaming Experiences

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

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Aug. 21, 2020

Digital Experience and Analysis with Avi Mash

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.

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Aug. 19, 2020

The Keys to Writing Great Personas for CX

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

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Aug. 14, 2020

Determining the Killer Metrics for Your CX Initiative

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

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Aug. 12, 2020

Show Don’t Tell Your Customers Incredible Value

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...

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Aug. 7, 2020

The Intersection of Sales, Marketing and CX

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

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Aug. 5, 2020

Employees are the Customers of Change

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.

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Aug. 2, 2020

Contact Center in Crisis: The New Pivot on the Conferences Pre-COVID

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...

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July 31, 2020

Customer Journey Orchestration with Mark Smith of Kitewheel

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

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July 29, 2020

The Celebrity Guest Experience with Jill Raff

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...

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July 24, 2020

Designing a Customer-Centric Culture with Annette Franz

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

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July 22, 2020

Training Agents to Write Great Customer Content with Leslie O'Flahavan

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

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July 17, 2020

Journey Mapping the Customer Experience with Dennis Gershowitz

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

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July 15, 2020

Walking the Guest Path with Bradly Sax

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

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July 10, 2020

Transparent Service in the Hospitality Industry with Derrick Ricca

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

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July 8, 2020

Finding the Voice of the Customer with Colin Crowley

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.

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July 3, 2020

Automation Meets Customer Service with Jim Sinur

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.

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July 1, 2020

Customer Listening and Research Intelligence with Martha Brooke

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

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June 26, 2020

Creating a Seamless CX Across All Channels with Bill Albert

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.

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June 24, 2020

Reimagining the Healthcare Industry with Tom Koulopoulos

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

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June 10, 2020

Beating Consumer Expectations as the Country Reopens

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.

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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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