All Episodes

Ep. 73 - Rethinking Empathy In High Stakes Moments

Ep 72 - Why AI Needs Journey Context to Actually Work

Ep. 71 - Why Omnichannel Is Slowing AI Adoption in Enterprises

Ep. 70 - What Warner Bros Discovery Gets Right About CX

Ep 69. - The Missing Link Between Data and Better Decisions - Insights

Ep. 68 - Why Target Designs for Moments, Not Shelf Conversion - Gene Hong

Ep. 67 - Insights 11 - How CX metrics can hide a broken customer experience

Ep. 66 - What Goldman Sachs Gets Right About experience debt - Ashana Singhania

Ep. 63 - How H&M aligns 79 markets around one customer journey - Anne-Kathrine Nissen -

Ep. 65 - Power users hate magical experiences - Adam Towne

Ep. 64 - Why product teams keep missing the real journey - Steve Cleff

Ep. 62 - The CX trends that matter in 2026 - Insights 10

Ep. 61 - Why executives nod at journey management - and then do nothing

Ep. 60 - The storytelling skill business leaders underestimate - Suchitra Parikh

Ep.59 -Why CX team might be erasing the moments customers remember - Reflections 6

Ep. 58 - Why Journey Management Is Really Organizational Design - Reflections 5

Ep. 57 - CX is not a department - Charissa Riddle EA

Ep. 56 - Design that sticks - Martha Cotton

Ep. 55 - The Three Metrics Every CX Team Needs to Prove ROI - Jochem van der Veer

Ep. 54 - What LinkedIn learned about designing memorable journeys - Sam Stern

Ep. 53 - How Philips turned customer experience into a strategic advantage - with Tina Lilje.

Ep. 52 - Why AI misses what customers really mean – Insights Ep. 7

Ep. 51 - How CHG Healthcare builds a journey-led organization - Dan Sullivan

Ep. 50 - How Microsoft is building a journey-centered operating model across customer success and experience - Raymond Otero

Ep. 49 - AI Won’t Fix Broken Customer Understanding - Insights

Ep. 48 - Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity- Bruno Monteiro

Ep. 48 - Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity- Bruno Monteiro

Ep. 45 - Governance models every CX leader should know (Insights 5)

Ep. 47 - How to prove the business value of customer experience - Reflections

Ep. 46 - How to align sales and CX in high-touch Enterprise environments - Eric Roux

Ep 45 (Audio) - Governance models every CX leader should know. - Insight 5 Audio

Ep. 44 - Doing CX right - Stacy Sherman

Ep. 42 - Customer experience is everyone’s job - Blake Morgan

Ep.41 - Retail AI with a human heart - Santos Subramanyam

Ep. 40 - Experience starts with the CFO - Bill Staikos

Best insights from top CX leaders | Highlights show

Ep. 39 - Organizing CX around what matters. - Angelique Wyszynski

Why Talking to 10 Customers Beats 10,000 AI Insights - Reflections

Stop Saying You Are Customer Centric - Insights Ep. 3

The Three Levels of Journey Thinking Every CX Team Needs - Reflections Ep. 2

Ep. 38 - Journey work isn’t a side hustle. - Dan Gingiss

Beyond Journey Maps: Turning Insights into Action with Journey Management - Insights Ep. 2

Ep. 37 - Stop selling. Start storytelling with video. - Samuel Beek

Why Your CX Feels Broken (and How Journey Orchestration Fixes It) - Reflections Ep. 1

Ep. 36 - Customer experience meets business strategy - Trish Wethman

The one thing killing your customer experience - Insights Ep. 1

Ep. 35 - Stop listening. Start acting on insight - Brooke Sellas

Ep. 34 - The future of journey management through a systems lens - Jennifer Jenkins

Ep. 33 - Great experiences aren’t accidents, they’re engineered - Jon Picoult

Ep 32. Leading change through CX at Elsevier - James Munoz

Ep.31 - Prove it: Vanguard’s CX Alpha playbook - Nathan Zahm

Ep. 30 - Burnout-Free Growth at Accenture Song - Tyler Andre

Ep.29 - CX is a function, VML’s Global Chief Experience Strategy Officer on Strategy and AI - Ben Geheb

Ep.28 - Inside UBS With Their CXO - Allison Paine Landers

Ep.27 - From Insights to Action, Not Storage - Elizabeth Knox Oates

Ep.26 - Customer Pain Is Your Business Case - Carolyne Gathuru

Ep.25 - Your Culture Starts Every Morning - Crystal D'Cunha

Ep.24 - Jobs to Be Done, Actually Done - Georgiana Laudi

Ep.23 - Why Kindness Should Be Standard Practice - Joan Cox

Ep.22 - Miracles, Not Marketing Metrics - Richard Schwartz

Ep.21 - Redefining CX in Finance: The Human Factor - Steven Smart

Ep.20 - Why Companies Are Building VR Training Fleets - Shanta Bodhan

Ep.19 - Bringing Humanity Back to Leadership - Jen Burton

Ep.18 - Scaling CX: Lessons from Netflix & Crunchyroll - Luciane Carrillo

Ep.17 - IKEA’s Secret to Global CX Success - Martin Villanueva

Ep.16 - Designing for Impact: From UX to CX - Thomas Caliman

Ep.15 - Optimizing CX with AI Routing - Ain Chishty

Ep.14 - From Data to Action: CX at Uber - Daniela Carrillo

Ep.13 - The Future of Banking: Digital Meets Human - Lasse Kragh Carstensen

Ep.12 - Insurance Companies Should Build Community - Jenni Reijonen

Ep.11 - Un-F*ck Your Customer Experience Today - Zack Hamilton

Ep.10 - Transforming CX at Nissan - Jivesh Juneja

Ep.9 - How to Transform Customer Experience - Ryan Leveille

Ep.8 - Jobs To Be Done Theory for CX - Jim Kalbach

Ep.7 - The 10-Second Customer Journey - Todd Unger

Ep.6 - Frictionless CX: The Future is Here - Steven Van Belleghem

Ep.5 - Red Cross - Redefining CX for Nonprofit Success - Andrew George

Ep.4 - Samsung and Their Customer Centric Evolution - Deborah Honig

Ep. 3 - Future-Proof Your Customer Experience - David Avrin

Ep 2. - Product is just feeding the beast - John Cutler - ex Toast, Amplitude

Ep 1. - Marc Fonteijn - Driving with discipline and curiosity