Shows
TrashwatchTHE SWAN PRINCESSEPISODE 172 – THE SWAN PRINCESS “As my collection will tell you, owning something on physical media does necessarily denote quality." Shocker—Brian brought an animated movie for Musical May! This week, Chris gets multiple finger wags; Ashley is plagued by robins; Brandon fumbles a Clayon Corner; and Brian dreams of magic musical numbers. BTW: Sir Chamberlain of Arrakis! Starring: Michelle Nicastro, Liz Callaway, Howard McGillin, Jack Palance, John Cleese, Steven Wright, Sandy Duncan, Steve Vinovich, Dakin Matthews, Mark Harelik, and Joel McKinnon Miller ...2025-05-291h 27
UNSCRIPTEDCoca-Cola: Honoring a Legacy Without Leaning Too Much On ItIn this episode of the Unscripted podcast, host Sarah Nicastro welcomes Michael Galon, Director of North America Service Operations at The Coca-Cola Company, for a conversation about honoring Coca-Cola's rich legacy and embracing innovation in a fast-paced market, as well as staffing challenges, AI, and maintaining service excellence.
Michae is responsible for overall equipment services strategy at Coca-Cola, including installation, repair and project execution for the foodservice and on-premise organization of North America Operating Unit. He leads a high-performing team of 14 Service Operations Managers, Commercialization and Development Managers in the execution of the equipment s...2024-10-2341 min
CX Decoded By CMSWireCX-EX Mastery on the Greens: Gautam Patankar, Bobby Jones LinksThis 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.2023-12-1935 min
CX Decoded By CMSWireMarketing, Customer Experience Technology LeadershipAccording to the Marketing Technology Landscape 2022, marketers have nearly 10,000 solutions from which to choose. OK, so maybe that's not exactly how it works. Marketers won't be browsing 10 aisles with 1,000 solutions per aisle. Fact is, though, there is an abundance of choice when it comes to deciding what powers your marketing and customer experience outcomes. Many marketers and customer experience professionals arrive at organizations when the stack's fully operational. Others have to buy pieces to fit their stack, and some even build from the ground up. Chris O'Brien is one of those professionals who lives all the...2022-05-3144 min
CX Decoded By CMSWireMarketing in a Web3 WorldAccording to Deloitte, 88% of senior executives think that blockchain technology will eventually achieve mainstream adoption. Worldwide spending on blockchain solutions is forecast to top $17.9 billion by 2024 and will grow at a compound annual growth rate (CAGR) of 46.4%, according to data from IDC. With that said, we’re seeing a lot of hype around the evolution of Web3 and how Web 2.0 will be a distant memory. So how do you sort the truth from the hype? In this episode of CX Decoded, Travis Wright, devout follower of blockchain, NFTs and the intersection of Web3 and marketing and th...2022-05-0341 min
CX Decoded By CMSWireBuilding a Customer-Centric Approach in B2BIn 2021, 44.5% of organizations worldwide revealed that they perceive customer experience (CX) as a primary competitive differentiator. But are they really customer-centric? Are they building out experiences with that central focus on customers? Debbie Qaqish watches these company trends in how they treat customer experience closely. The principal and chief strategy officer with the Pedowitz Group authored the book From Backroom To Boardroom: Earn Your Seat With Strategic Marketing Operations. She helps companies reimagine and rearchitect the role of marketing to drive revenue, growth, customer centricity and digital transformation. Qaqish lays claim to the term “revenue market...2022-04-1939 min
CX Decoded By CMSWireLaser-Focus on the Right CX Metrics for SuccessSean Albertson, head of client experience measurement and analytics with Charles Schwab, began his CX journey on the front lines in contact centers in the mid-1990s. He managed service teams, quality and training programs, and created knowledge management tools early in his career. Moving into this century, Albertson began to place a focus on surveys, analytics and market research. He continued to expand his influence through the early 2000s to improve customers’ experiences in roles across marketing, product and pricing, and even spent some time in IT translating CX concepts into technology and digital solutions. A...2022-04-0545 min
CX Decoded By CMSWireAmex CX Teams Take Customer Listening to Next LevelCustomer experience professionals often turn to surveys to measure customer feedback. But what are your surveys telling you? Multiple-choice answers provide data, for sure, especially when scaling feedback from hundreds of customers. But do you know how customers truly feel when they leave an interaction with your brand, no matter the channel? Luis Angel-Lalanne, vice president, Customer Voice for the Global Services Group at American Express, told CMSWire in the latest episode of CMSWire's CX Decoded podcast that his teams are undergoing a transformation in how they measure customer sentiment. The gist: They've gone from...2022-03-2231 min
CX Decoded By CMSWireConnecting Customer Experience With Employee ExperienceAccording to the CMSWire State of Digital Customer Experience 2021 report, there is a growing body of research and anecdotal evidence to suggest the positive impact good employee experience (EX) has on customer experience, particularly in high-touch sectors. Around three quarters of respondents view digital employee experience as being “very important” or “moderately important” for digital customer experience, but this rises significantly to 91% for respondents with tools “working well," according to CMSWire researchers. Enter Katrina Taylor, who is living this reality day to day in her role as head of user experience and product design at Armoire, w...2022-03-0831 min
CX Decoded By CMSWireCan No- and Low-Code Impact Marketing Technology?Scott Brinker has had his eyes on the marketing technology landscape for decades. As author of the Chief Marketing Technologist blog and creator of the Martech Supergraphic, Brinker often notes growing trends in martech. One of his emerging trends is low- and no-code tools. Gartner estimated that enterprise low-code application platforms will be 65% of all app creations within the next five years, and the worldwide low-code development technologies market was projected to total $13.8 billion in 2021, an increase of 22.6% from 2020. Brinker, VP Platform Ecosystem at HubSpot, joined CX Decoded Podcast co-hosts Rich Hein, Editor in Chief at CM...2022-02-0835 min
CX Decoded By CMSWireAre Customers Truly Connected to Your Brand?Poor and failed brand, marketing and service experiences can naturally make or break a brand in what many call the experience economy. Customers can be creeped out as a function of personalized online marketing. Customers can have perceptions of dark/negative brand personalities. Brands need to consider being authentic and sincere and engaging in storytelling as a premium service. Not just for the sake of storytelling, but because that's backed up by your internal mission where employees buy into that story as well. Mansur Khamitov, assistant professor of marketing at the Kelley School of Business...2022-01-1138 min
CX Decoded By CMSWireHow Valid Customer Experience Data Tells a Great StoryMost organizations strive to have an excellent customer service program. Or we hope, at least. But it's one thing to talk about strong customer experience, and it's certainly another to act on it and measure it, especially in terms of how it adds value to the company proving ROI. Measuring CX and its return on investment still remains a challenge today. According to data from CMSWire's State of Digital Customer Experience 2021 report CX leaders are not satisfied with their ability to quantify the impact of CX on business metrics and outcomes. It's incredibly challenging to provide bottom-line...2021-07-1330 min
CX Decoded By CMSWireBuilding Customer Trust in Unprecedented TimesAll relationships are built on trust whether you're talking about the people you meet in the course of your life or the brands and the relationships they build with their customers. In this latest edition of CX Decoded co-hosts Rich Hein and Dom Nicastro discuss building customer trust with customer service and customer experience expert Shep Hyken, chief amazement officer at Shepard Presentations.2021-05-0436 min
CX Decoded By CMSWireHelping Marketers Sift Through the Data Privacy Law HazeGDPR, CCPA, CPRA … it’s enough to make a marketer’s head spin. At the time of this recording, three US states have enacted comprehensive consumer data privacy laws, and more are likely on the way. And that’s not to mention the possibility of a US federal privacy law. Are you tech ready? Is your marketing staff trained to handle personal-data requests from your customers and prospects who trust your brand to be compliant? How do your customers stand to benefit from your practices around these new laws? In this episode, we’ll help marketers...2021-03-0939 min
CX Decoded By CMSWireElevating Your Voice of the Customer ProgramEvery company in the history of the business world likely would benefit from listening to their customers. The challenge today? Customers talk. A lot. And in many different ways and in many different media platforms. It’s on their brands to listen — and act. If it were only that easy. Voice of the Customer (VoC) technology has become a billion-dollar business for vendors. And it seems like a billion-dollar challenge for customer experience practitioners: how do I manage my VoC data, programs and, most importantly, make it actionable for better customer experiences? How do I crea...2021-02-0936 min
CX Decoded By CMSWireBreaking Down the State of Digital Customer ExperienceIn this first episode of CX Decoded, we explore the challenges and priorities of CX professionals as we delve into our annual research report, the State of DCX. Hosts Rich Hein, head of content for CMSWire, and his colleague, Sarah Kimmel, VP of research at Simpler Media Group, do a deep dive on CMSWire's State of the Digital Experience survey research during this CX Decoded podcast by CMSWire. They are joined here by special guest Annette Franz, CCXP, founder and CEO of CX Journey, Inc. The podcast was recorded in December of 2020. Report...2021-02-0937 min
Electoral Dysfunction: QuarantinedWhat a F***ing Year!The Panel says goodbye to 2020, a year that was both terrible and also a day longer than usual. Featuring Robert George, Andrew Heaton, Ann Herberger, Timaree Schmit, James Hesky, Amanda Nicastro, Rich Templeton and musical guest David Wade.Produced by Tom Brennan & Ned Thorne. Theme music by JoAnne Harris.
2020-12-271h 25Electoral Dysfunction: QuarantinedWill Trump Leave? No. Yes. Maybe. No.BONUS EPISODE! The Panel debates whether or not Donald Trump would accept an electoral loss. We're...not optimistic. Starring Hannah Bell, Robert George, Rex Huppke, Julie Sharbutt, Rich Templeton, and musical guest David Wade. Produced by Tom Brennan & Ned Thorne. Theme music by JoAnne Harris. Additional edits by Amanda Nicastro. Additional music by Ben Dot Sound.
2020-07-2224 minElectoral Dysfunction: QuarantinedJared Kushner: The Last Face You'll Ever SeeIs COVID-19 a Great Success? Jared Kushner says yes but Alexis Confer isn't sure. Then, Benari Poulten and Robert George get HEATED over Joe Biden and Sriya Sarkar is tired of shitty men. Meanwhile, Concerned Mom Connie MacGregor calls for an immediate reopening of America and Frankie Johnson brings a classic American song to the modern age.
The Panel
Alexis Confer (The Mechanicals)
Robert George (The New York Daily News)
Benari Poulten (The Nightly Show)
Sriya Sarkar (Kennedy's Mistress)
Featuring
Meghan O'Malley (Barely Making It)
Musical Guest Frankie Johnson...2020-05-031h 26