ABOUT THIS PODCAST 🔗
Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success.
Produced by: Larj Media
Produced by: Larj Media
Hosts:
Update frequency:
every 21 days
Average audio length:
30 minutes
Guest interviews
English
United States
23 episodes
since June 2, 2025
episodic
LATEST EPISODE 🔗
Nicole McKinley speaks with Nur Masoud, founder and CEO of Parlon, about transforming the patient feedback experience at Medicana, one of Turkey’s largest private healthcare providers.
They explore how a people-first platform brought scattered feedback into one intuitive system, used AI…
PREVIOUS EPISODES 🔗
Episode Summary:
In this episode, Shep Hyken joins Nicole to break down why “average” customer experience is the biggest risk companies face today. From moments of magic to the power of consistency, Shep shares research-backed insights on how trust is built—and lost—in every interaction. Toge…
In this reflective episode of Simply CX, Nicole and Tina unpack the biggest insights from the season—exploring how AI and human connection are not competing forces, but complementary ones redefining customer experience. Through real-world examples, they reveal how memorable moments, emotional intel…
In this episode of Simply CX, Nicole McKinley sits down with Tom Wynter from Kantar to explore how AI is transforming the world of customer insights. From synthetic data to agent-driven decision-making, Tom shares how organizations can move faster while maintaining trust and data integrit…
As AI handles routine inquiries, human agents are left with the toughest, most emotionally charged customer interactions. In this episode, Myra Golden shares her psychology-based 3R framework—Regulate, Redirect, Resolve—to help teams de-escalate conversations, build trust, and close interactions wi…
In this episode of Simply CX, Nicole McKinley sits down with Corinne Martinez, owner and partner of Berryessa Gap Vineyards, to explore how a family-owned winery transformed both customer and employee experience through intentional CX leadership and smart use of technology. From…
In this episode of Simply CX, Nicole McKinley sits down with Jess Loren, Founder and CEO of Global Objects, to explore how photoreal digital twins are transforming industries from media and entertainment to energy, education, and cultural preservation. Together, they unpack why accuracy, trust…
In this episode of Simply CX, host Nicole McKinley sits down with Neil Iversen, Vice President of Professional Services at TTEC Digital, to unpack a real-world airline contact center transformation that reduced average handle time by 30% while dramatically improvi…
In this episode, Nicole sits down with Mark Chamberlain, Global Managing Director of Customer Experience at Kantar, to challenge conventional thinking about CX metrics. Together, they explore why long‑term memory—not momentary satisfaction—is the real driver of customer choice, brand grow…
In this episode of Simply CX, Nicole McKinley sits down with Allison West Hughes, Corporate Vice President of Global Small and Medium Business at Microsoft, to unpack how Microsoft became its own “customer zero” by deploying an autonomous AI sales agent—Agent Riley. To…
Disclaimer: The podcast and artwork embedded on this page are from Microsoft, which is the property of its owner and not affiliated with or endorsed by Listen Notes, Inc.
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