CX Decoded By CMSWire – Details, episodes & analysis

In this episode of “CX Decoded,” Michelle Hawley, senior editor at CMSWire, takes a look inside the nuances of brand evolution in today’s digital word, featuring Amber Holm, CMO at Winnebago Industries and Ranu Coleman, head of marketing at PatPat.

In this episode, both leaders delve into the importance of customer insights in keeping brands relevant — and the challenges that come with repositioning in the consumer space. They also share strategies for maintaining brand integrity, including keeping existing customers happy while reeling in new audiences.

Through in-depth interviews originally aired separately on the CMSWire TV show “The CMO Circle,” Holm and Coleman offer a deeper understanding of how established brands can stay ahead through change and innovation. 

In this episode of CX Decoded, host Dom Nicastro, editor-in-chief of CMSWire, dives into the future of AI in customer service with insights from three leading experts in the field. This episode brings together discussions from two separate CMSWire TV "Beyond the Call" interviews, featuring Barry Cooper, president of NICE’s CX Division; Tom Laird, CEO of Expivia; and Keith Farley, SVP of Individual Voluntary Benefits at Aflac.

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.

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.

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.

This episode is brought to you by Wix Studio.

Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the quality of customer interactions. Shri shares her firsthand experiences in driving AI projects, emphasizing the importance of a customer-centric approach and cross-functional collaboration. 

This episode is brought to you by Wix Studio.

Jason Ferrell, Capital One’s managing vice president of experience design, is a designer at heart.

Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives. 

Ferrell believes in design experiences through a personalized approach that involves art and science, working across department silos and ultimately connecting experiences with business outcomes.

Customer experience teams at Intuit, owners of TurboTax, get inspired each day to iterate, test and create customer experiences for their thousands of customers. The key ingredients? Agility, adaptability and continuous learning.

Principal CX leader Marietta Silva Allison takes us behind the curtain for all of it in this episode.

In the dynamic field of customer experience (CX), professionals need to develop and hone particular skills to navigate its challenges successfully.

Cary Cusumano, an expert in CX management, has mastered this domain. Emphasizing the importance of traits like curiosity and persistence, Cusumano understands the need for continual growth and innovation in this industry. In this podcast, Cary explores these pivotal elements, setting the groundwork for achieving excellence in customer experience management.

In this episode of CX Decoded, Brianna Langley Henderson, a seasoned CX practitioner, delves deep into the implications of introducing generative AI into business organizations. She acknowledges the transformative potential of AI and its capacity to fundamentally alter the landscape of various industries. At the same time, she highlights the resistance this technology faces from certain quarters. The discussion extends to exploring the ethical conundrums posed by AI, emphasizing its potential to disrupt traditional job roles and intensify the fear of human downsizing, a concern particularly felt for creative roles. Henderson underscores the urgent need for organizations to establish their own codes of ethics in this nascent and rapidly evolving field, where concrete legal and ethical guidelines are yet to be standardized. She advocates for a proactive approach in embracing this technological advancement, emphasizing that the strategic integration of AI can secure a business's place in the future of customer experience and other creative endeavors.

We caught up with Brianna recently on the topic.