S1E9 • Burt Intelligence • Data through the decades

Over the last decade, data analysts rallied around a common goal: making data usable. In the coming decade, they’ll be focusing their efforts on making it actionable. Carl Leskinen, CEO of analytics agency Burt Intelligence, joins us this week to chat about the role data analysts can play within a …

S1E8 • Emily Hawkins • The CX playbook for HR professionals

As the founder of a career and life coaching firm, Emily Hawkins knows recruitment inside and out. She spends her days working side-by-side with jobseekers and executives who want to level up their productivity, listening to what’s burnt them out and why they’re yearning for change. In this episode…

S1E7 • Tom Wintering • 6 Pitfalls of CX management, Pt. 2

The conversation with Tom Wintering continues! In part 2 of this double-header, we’re tapping into his Design Thinking background to examine how upskilling employees can be the foundation of a sustainable culture. 

S1E6 • Tom Wintering • 6 Pitfalls of CX management, Pt. 1

Even the most seasoned experience professionals can fall victim to common CX pitfalls. We sat down with Tom Wintering, a leader in McKinsey’s global CX practice, to explore high-impact solutions to some of the most pervasive issues in this space – and how brands can determine whether they’re commit…

S1E5 • Shawn Nason • Putting the heart back in business

Amidst an obsession with data and benchmarking, many brands have forgotten that humans should be their north star. As the founder of experience design firm MOFI and a seasoned CX professional, we invited Shawn Nason to chat about rebuilding systems with a people-first approach, breaking down silos,…

S1E4 • William Folsom, Aaron's • Scaling operational buy-in like a pro

Operationalizing customer feedback is easy in principle – but in practice, very few brands have been able to solve the puzzle. Enter William Folsom, the Senior Manager of Customer-Centric Initiatives at Aaron’s.     In his time working for this household-name retailer, Folsom has learned to effecti…

S1E3 • Gabor George Burt • Creative thinking conquers all

If you ask Gabor George Burt, the key to delivering CX excellence is staying curious. However, in his opinion, our industry is at a crossroads: we're currently in a crisis of complacency, and experience practitioners have been lulled into conforming to the norm. Either we continue down the limiting…

S1E2 • Simon Foster, Chatter • Fostering meaningful brand connections

Once Simon Foster noticed the disconnect, he couldn't un-see it: traditional, survey-based experience management strategies are broken. They aren't compelling or engaging, they barely convert, and they don't get to the heart of customers' issues. He perceived a huge amount of friction between brand…

S1E1 • Zack Hamilton, Chatter • The time for change is now

The current state of traditional experience management is failing brands, and the experience gap is growing larger by the day. How can leaders in this space become more effective? How can they better understand customer pains, connect the dots, and influence their organizations to take action?     …