CX Decoded By CMSWire - Dom Nicastro

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https://www.cmswire.com/podcasts/cx-decoded-by-cmswire-podcast/
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How AT&T Turns Customer Obsession Into Practice

Season 5 · Episode 1

Tuesday, January 20, 2026 • Duration 16:22

In this episode of CX Decoded, Dom Nicastro distills a CMSWire TV conversation with AT&T's John Miller into five essential takeaways on customer obsession. From employee enablement to AI restraint, the discussion breaks down how AT&T turns CX intent into everyday practice at enterprise scale.

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How NiCE's Rebrand Reflects the New Reality of Customer Experience

Season 4 · Episode 19

Wednesday, October 22, 2025 • Duration 28:33

CX Decoded dives into how contact centers and digital teams turn customer interactions into real business value. In this episode, host Dom Nicastro sits down with Barry Cooper, president of NiCE's CX division, to unpack the company's evolution from workforce management roots to a full-service CX platform — and what that means for agents, leaders and customers.

Cooper shares how unified interaction data and AI are reshaping quality, coaching and KPIs; why the agent experience has to lead any automation push; and what's coming with CXone Mpower, specialist personas for asynchronous work and a "single pane of glass" across channels. It's a candid look at the tools, behaviors and org roles defining the next era of customer experience.

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The New Digital Frontiers of Customer Service Excellence

Season 4 · Episode 10

Tuesday, June 18, 2024 • Duration 19:19

In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digital transformation spurred by the pandemic.

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Building a Culture of Accessibility: Shelby Mitchell, Discover

Season 4 · Episode 9

Tuesday, May 21, 2024 • Duration 19:33

In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.

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Intersection of CX and Service Design: Karan Thaker, Northwestern Mutual

Season 4 · Episode 8

Tuesday, April 30, 2024 • Duration 37:34

This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences.

The conversation dives into the nuances between UX design and experience design, emphasizing the importance of integrating service design and journey management to improve financial wellness through better customer journeys in insurance and investment products.

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CX and EX Synergy: Sam Stern, LinkedIn

Season 4 · Episode 7

Tuesday, March 19, 2024 • Duration 33:25

We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.

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Path to Customer Centricity: Sri Narasimhan, CVS

Season 4 · Episode 6

Tuesday, February 20, 2024 • Duration 31:35

Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity across all business operations.

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Digital CX Evolution: Jessica Austin Barker, TIAA

Season 4 · Episode 5

Tuesday, January 30, 2024 • Duration 32:26

In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancements to a more holistic integration of digital innovation with a human-centric approach.

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CX-EX Mastery on the Greens: Gautam Patankar, Bobby Jones Links

Tuesday, December 19, 2023 • Duration 35:23

This episode is brought to you by Wix Studio.

The delicate interplay of customer experience (CX) and employee experience (EX) forms the backbone of today's hospitality management, where understanding and valuing the contribution of each employee translates directly into enhanced customer satisfaction.

Embodying this principle is Gautam Patankar, chief experience officer at Bobby Jones Links. With a rich background that blends a love for golf with a keen insight into hospitality management, Gautam stands as a testament to the power of aligning CX and EX.

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Strategic Alignment for CX and EX: April Ho-Nishimura, onsemi

Season 4 · Episode 3

Monday, November 20, 2023 • Duration 28:12

This episode is brought to you by Wix Studio.

The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridging these two domains requires a nuanced understanding of both the internal and external dynamics of organizations.

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CX Decoded By CMSWire – Details, episodes & analysis

Podcast details

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Apple Podcasts

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CX Decoded By CMSWire – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Other69

LinkedIn2

Amazon1

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other69

LinkedIn2

Amazon1