The Tom and Bob Show

In this episode of the Tom & Bob Show, we discuss with Tricia Houston, the Founder and COO of The ExperienceBuilt Group, how customer experience needs are understood by conducting an experience audits, what the process entails and what its designed to accomplish, why organizations should conduct such audits, and what typical gaps experience audits typically reveal. 

Leo Chan, Chief Innovation & Creativity Officer of Abound Innovation joins Tom & Bob on the show to discuss the techniques he uses to inspire innovation in organizations, create a culture of innovation, and how to break down the roadblocks that inhibits innovation. 

Debra Roberts joins the show to discuss the role of misunderstandings and miscommunication in contributing to the great resignation, the importance of effective communication in creating a positive organizational culture, and the primary reason people avoid conversations. 

Enza Sleva, a freelance mentor, coach, and consultant with decades of experience in the automotive industry, will join Tom & Bob on a monthly basis to discuss issues in customer experience that hold her interest. This month we discuss the state of customer experience in healthcare.

Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event. 

Vivian Phillips Husband, Senior Vice President - Contact Center and Customer Success Leader for Wells Fargo joins Tom & Bob on the show to discuss the upcoming launch of her podcast on the CX of M Radio Network, the thought that went into the planning for her show, and what listeners can expect when they tune in for her captivating broadcasts.  

The founder and CEO of LivePerson, Rob LoCascio is one of the longest-standing technology founding CEOs and has been profiled in Forbes' series of Thought Leaders Changing the Business Landscape. In this episode of The Tom & Bob Show, Rob discusses the role of AI in the customer experience and customer care, how AI will evolve in that role in the future, and the steps that are being taken to protect the customer and their information. 

Andy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery.

In part 2 of a series, Eckhart Boehm joins Tom & Bob on the show to discuss the practical steps for analyzing data for customer progress design. 

While the Jobs to Be Done framework is a well recognized tool for identifying customer goals, little is understood about evaluating customer progress in achieving their goals. In the first of a two episode series of The Tom & Bob Show, Eckhart Boehme introduces and discusses a framework, The Wheel of Progress, he has designed for just that purpose. 

This episode is a rebroadcast of a previous episode in which Tom & Bob interviewed David Robbins, VP of Client Consulting with Gongos, Inc. David recently lost a brief battle with cancer. The world and the CX industry were a much better place with David in them and we are deeply saddened by his loss. If you didn't know David, listen to this episode and learn what made him so special. If you did know David, sit back, pull your chair up and listen to a friend. 

Dan joins Tom and Bob for a discussion about the evolvement of the shopping experience for car buyers, how the pandemic has expedited that process, and how Nissan's revolutionary new online platform - Nissan@Home - will be used to help manage the customer experience.  #cxofmradio #customerexperience 

Mark joins Tom & Bob on the show to discuss the mission of Arcet Global, its customer-centricity awards, what Arcet hopes to accomplish with the awards process, and changes he has seen in customer experience management. To learn more about Arcet Global, the awards process, or to see past award winners, visit www.arcetglobal.com or experienceportal.arcetglobal.com

Chantel joins Tom & Bob on the show to discuss the launch of her new podcast show on the CX of M Radio Network. In doing so, she touches on the work she and her team do as part of Brandlove Customer Experience, her motivations behind creating the podcast, and what listeners can expect in terms of content and show format. 

Allastair Meffen joins Tom & Bob on the show to discuss the customer experience management function at Definitive Healthcare, including the organization's CX goals, strategies, challenges, and the steps being undertaken to overcome them. 

Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin discusses his latest article 'CX Systems - 25 Lenses for Experience Design", a fascinating viewpoint on how to approach the customer experience design process. 

Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX KPI, the arguments for and against NPS as a KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one.  #cx #customerexperience #cxofmradio #thetom&bobshow

Lisa joins Tom & Bob to discuss culture change, one of the chief barriers to effect CX implementation. Lisa discusses the importance of organizational culture in shaping employee attitudes and behavior, and 'culture washing', a strategy used by organizations to recruit new employees under the false pretense of a positive organizational culture. 

Jeannie and Sam join Tom & Bob on the show to discuss how the business model at Gongos Inc. has evolved into one focused on helping organizations to develop customer-centric practices, the role of customer performance indicators in shaping CX strategy, and how to engage employees in designing and staying motivated to deliver on CX strategies.

David joins Tom & Bob to discuss a critical topic - linking customer experience outcomes to organizational KPIs. David discusses the development of Gongos' Value Exchange Model, which introduces CPI's or Customer Performance Indicators, a valuable tool for designing customer experiences and measuring their performance against customer performance goals. He also covers the importance of customer lifetime value (CLV) as a critical KPI and how linking CPIs and CLV can help to drive CX strategy. 

Mary joins Tom and Bob on the show to discuss what Glint is all about, how Glint defines employee engagement, why CX practitioners should be concerned about employee engagement, and the strategies they can employ to create more highly engaged employees within their own organizations. 

Steven Carleton joins Tom and Bob on the show to discuss his evolving career in customer experience management, including the creation of the CX function at eBay, and the lessons he has learned along the way. 

Dana joins Tom and Bob to discuss the importance of employee engagement to the success of the customer experience, as well as how it's measured and used at Ford Motor Company to help drive customer experience strategy and organizational transformation. 

David Mingle, the VP and Global Practice Head - Customer Experience, with Reputation joins Tom and Bob on the Show to discuss similarities and differences in how their clients in different industries approach customer experience management and the extent to which Reputation relies on computer automation to understand the customer. #customerexperiencemanagement #customerinsights

Jake Lestan joins Tom and Bob to discuss his role at Valvoline and the evolvement of customer experience management within Valvoline's retail operations. 

Lee joins the show to discuss the role of the Chief Innovation Officer at United Wholesale Mortgage (UWM), the UWM CX function, and how skills he developed at Ford Motor Company are in evidence in his work at UWM. 

Justin Neale joins Tom & Bob on the show to discuss the CX function at NAVBLUE, the challenges facing the airline industry due to COVID, and some of the long-term changes to the customer experience in the airline industry due to COVID. 

In this episode of the Tom and Bob Show, CX pioneer Lou Carbone his upcoming podcast show, including his motivation for hosting it and the type of content that listeners can expect. 

Join Tom and Bob as they discuss the importance of culture change to successful customer experience management with Austin Brock, an expert in developing and delivering the best training practices to move organizational mindset and improve culture overall. 

Join Tom and Bob as they discuss the customer experience function at Hagerty, the unique view and personification of their customers, and the steps they take to create a customer-centric culture within the organization. 

Laurel Stanley joins Bob and Tom on the show to discuss how UX and CX work together to make Steelcase successful, what a career path in CX looks like at Steelcase, and how Steelcase is responding with CX to a changing workplace due to COVID 19. 

Duncan joins Tom and Bob on the show to discuss what Point B's clients are looking for in improving CX and the emerging trends in customer experience management. 

Eugene Murphy, CEO of Indeemo, joins Tom and Bob to discuss a unique approach to consumer research, Indeemo's mobile ethnography platform, as well as its implications for omnichannel experience delivery. 

Lisa Whalen, Managing Director of The Harris Poll, joins Tom and Bob on the show to discuss the status of the auto industry and changing consumer decision making during the COVID crisis. 

Dennis Ephlin, Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence, joins Tom and Bob for an interesting discussion about the evolvement of brand management and customer experience management in the automotive industry. 

In this episode of the Tom and Bob Show, the hosts interview Tchicaya Robertson, who will be joining the CX of M Radio network with her own show. Tchicaya discusses her motivation behind the creation of the show, what listeners and expect, and Tchicaya's work in empowerment. 

In this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio network. 

Rhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica. 

deBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there.

Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry. 

Stacy Sherman, Director of Customer Experience with the Schindler Elevator Company, and founder of DoingCXRight (www.DoingCXRight.com) joins Tom and Bob to discuss CX leadership lessons to humanize your business as well as insights into the philosophy of the CX function at Schindler Elevator Corporation. 

Darren David, Founder and CEO of Freetouch and Stimulant, joins Tom and Bob to discuss the advent of the touchless retail environment during the COVID crisis and how it's proven to be the genesis behind his latest endeavor, Freetouch, an application that allows consumers to interact digitally with shared touchscreens from any smartphone. 

The host of Be Customer Led, Bill Staikos joins the show to discuss what led to the start of his podcast, his focus on both the customer and the employee experience, and the role of leadership in shaping a customer-centric culture. 

Lou Carbone is one of the pioneers in CX, having focused on CX for over 30 years.  Lou talks about the key concept of Clues - and the power of unconscious thought on loyalty and preference.  Lou gives a number of examples of how companies have worked to improve humanic, functional, and mechanical clues to improve CX.

Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin talks about the importance of human-centered design and its particular importance during the Covid crisis. 

On this episode, Tom and Bob talk to Scott Watkins, Business Intelligence Executive with Michigan Virtual, about the customer experience in the field of online education. 

Tobin Williams, Executive Director, Customer Experience and Digital Operations with Consumers Energy joing Tom and Bob on the show to discuss the CX management function at Consumers Energy, his role with the organizations, and the makeup of the CX team. 

Nadira Kharmai joins Tom and Bob on the show to discuss the CX management function at Priority Health, her role as CX Product Owner Lead, and the roles of others on her CX team. 

Serena Riley - Director of Customer Experience with Llamasoft - joins Tom and Bob in the first episode of a series on careers in CX. Serena describes her role and that of the customer experience team at Llamasoft, a supply chain management software company. 

Dr. Angela Hall covers returning to the workplace, post-Corona, and the impact of Black Lives Matter. We talk about how to put enduring systems in place in the organization to make sure employess are safe, healthy, and decreasing discrimination in the workplace. 

Keith Instone joins the show to discuss the nuances between types of users organizations need to engage with, and about the differences between UX and CX.  We talk about how the pandemic has changed the way we work and the implications for the upcoming new normal.