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Science of CX

Science Of CX Episodes

March 27, 2024

Promotional Power Play: Crafting Brand Ambassadors with Swire Ho

Swire Ho is a seasoned expert in promotional marketing and customer experience strategies, known for his innovative approaches to enhancing brand visibility and engagement. With a deep understanding of trade show dynamics and...

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Feb. 28, 2024

Solo Success: Mastering Content Creation with Tina Lopez

Tina Lopez is a seasoned solopreneur and digital content creator known for her innovative approach to building successful online businesses. With a background in coaching and a passion for helping others achieve their entrepr...

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Feb. 23, 2024

Sara Caldwell: Customer Insights - The Roadmap to Resonant Solutions

Sara Caldwell is the Global Head of Customer Success and Experience at Dovetail, where she brings a wealth of experience in customer service, gleaned from her tenure at Asana, Reforge, and Neverwhere. With a passion for nurtu...

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Feb. 14, 2024

Unlocking Customer Truth: The Roadmap to Revenue with Kristin Zhivago

Kristin Zhivago is a seasoned business consultant, author, and thought leader specializing in customer-centric marketing strategies and revenue growth. Kristin is best known for her expertise in understanding and mapping the ...

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Feb. 7, 2024

Navigating Knowledge Transfer with Greg DeVore

Greg DeVore is a seasoned expert in the field of knowledge transfer and customer experience. As the co-founder of ScreenSteps, a company dedicated to revolutionizing the way organizations share knowledge, Greg brings a wealth...

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Jan. 31, 2024

CX Catalyst: Turning Agreement into Action with Megan Burns

Megan Burns is a seasoned expert in the field of Customer Experience and the Founder of Experience Enterprises. With a background as a software engineer, Megan brings a unique perspective to CX, focusing on the intersection o...

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Jan. 24, 2024

Friction to Fiction: Crafting a Seamless Employee Experience with Chr…

Christophe Martel is a recognized thought leader and expert in the field of employee and customer experience. With a keen focus on understanding and mitigating the impact of "work friction," Christophe has dedicated his caree...

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Jan. 17, 2024

Hakan Yurdakul: How AI Is Revolutionizing Consumer Conversations

Hakan Yurdakul is a seasoned marketer turned entrepreneur with a career spanning 17 years, commencing at Unilever. His roots in brand management, marketing, and business strategy have grown from bustling Istanbul to the globa...

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Jan. 12, 2024

Unveiling the Power of Structured Listening for CX Mastery with Chris…

Chris Wallace is a seasoned expert in driving organizational change and enhancing customer experience through effective communication strategies. As the Founder of The InnerView Group and Infront Insights, Chris leverages his...

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Jan. 3, 2024

Dr. Jonathan Baktari: Mastering the Art of Customer Connection

Dr. Jonathan Baktari is a distinguished figure at the intersection of medicine, entrepreneurship, and leadership. With over 20 years of experience, he has made a significant impact as a triple board-certified physician specia...

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Dec. 15, 2023

Transforming Customer Support with Declan Ivory's AI Playbook

Declan Ivory is a seasoned leader in the realm of customer support and experience, bringing over 30 years of expertise to the table. As the Vice President of Customer Support at Intercom, he stands at the forefront of leverag...

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Dec. 13, 2023

Voice Revolution: Unleashing the Power of Conversational AI with Poly…

Nikola Mrkšić is a visionary entrepreneur and expert in the field of conversational AI. As the co-founder and CEO of PolyAI, Nikola is at the forefront of revolutionizing customer experience through cutting-edge voice assista...

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Dec. 7, 2023

Leadership Unveiled: Inspiring Teams & Managing Energy with Enrico Bi…

Enrico Biscaro, a distinguished executive with a rich background in global business management, is a beacon for leadership and team development. With a career spanning 15 years, Enrico has left an indelible mark on businesses...

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Nov. 29, 2023

Chip Kahn Unveils the Symphony of Seamless Customer Journeys

Chip Kahn is a seasoned expert in the realm of customer experience technology, bringing a wealth of knowledge and experience to the forefront. As the representative of Ovation, a company specializing in customer journey orche...

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Nov. 8, 2023

CX Alchemy: Transforming Data into Customer Gold with Valentin Radu

Valentin Radu is a seasoned entrepreneur, customer experience (CX) expert, and the founder of CVO Academy and OmniConvert. With a background in e-commerce, Valentin has leveraged his extensive experience to help thousands of ...

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Nov. 1, 2023

Process Harmony: Jazz Up Your CX Symphony with Micah Peterson

Micah Peterson is a seasoned expert in the realm of knowledge management, with a passion for optimizing customer experiences through effective process documentation. As the representative of ProcedureFlow, a company specializ...

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Oct. 25, 2023

Mary Kathryn Johnson: Unveiling the Power of Conversational AI

Mary Kathryn Johnson, is a seasoned expert in the realm of conversational AI and chatbots. With a career spanning from 2017, she has witnessed and actively contributed to the evolution of technology in customer interactions. ...

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Oct. 17, 2023

Robin Landa

This episode of the Science of CX: Get ready for an exhilarating discussion with distinguished professor Robin Landa as she unveils her groundbreaking ideation framework, the three g's (goal, gap, and gain). Join host Steve Pappas as they explore the …

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Oct. 10, 2023

Unveiling Customer Success Secrets with Tyler Pigott

Tyler Pigott, a seasoned expert in marketing strategy and brand development, is the Founder and CEO of Lone Fir Creative. With a passion for helping businesses excel in the digital landscape, Tyler has built his career on und...

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Sept. 27, 2023

Tacey Atkinson: Mastering Sales in the Digital Age

Tacey Atkinson is a seasoned expert in the world of customer experience and customer-centric services, bringing over 35 years of management experience in customer service industries to the table. She is the CEO of Customers F...

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Aug. 28, 2023

Craig Andrews: The Power of Irresistible First-Time Offers

Craig Andrews is the founder and principal ally of allies4me, a marketing agency that specializes in creating effective customer engagement strategies. After realizing that a traditional academic path was not his route to suc...

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Aug. 16, 2023

Dan Zavortny: The Science of Health and Business Fusion

Dan Zavortny is a visionary entrepreneur and the co-founder of NutriSense, a groundbreaking health and wellness company that is revolutionizing the way we approach preventive care and nutrition. With a passion for bridging th...

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Aug. 9, 2023

Irina Poddubnaia: The Power of Reviews and Post-Purchase Engagement

Irina Poddubnaia is an esteemed expert in the field of post-sales processes and e-commerce. With a passion for optimizing customer experiences, she has dedicated her career to helping businesses thrive in the competitive worl...

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Aug. 2, 2023

Curt Tueffert: Building Genuine Connections

Curt Tueffert is an accomplished sales and marketing expert with a wealth of experience spanning over 30 years. With a deep understanding of the intricacies of the sales process, Curt has made a significant impact in the fiel...

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