Customer Experience Patterns Podcast

Small world story, and full-circle story. Rick & I met when he was my client at Forrester, and now we were introduced again as people who should be talking. And we have been talking! You'll hear this episode on the Process Renaissance in CX, and then you'll want to find his podcast, CX Passport (links below), and listen to an episode with Rick and I talking about more CX topics.Rick's Links:CX Passport YouTube channel youtube.com/@cxpassportAudio Pod Apple | Spotify or your fave pod siteSign up for CX Passport newsletter www.cxpassport.comAccelerate business growth📈 by improving customer experience www.ex4cx.com/servicesRick on LinkedIn Find Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Happy New Year From The CX Patterns Podcast. A bit of self-reflection, why is CX stuck? How do we get unstuck? I make my commitment to stay focused on this challenge in 2024. Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Talking to Emily Tolmer, yes, the Emily Tolmer who created the CX Patterns logo, about how to do remote journey mapping right.Journey Mapping Tips From Nielsen Norman GroupFind Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Samspon Lee's Blog Post about the Pain Of An Actual Disney Experience vs. The Pleasure Of Its MemoryMonadnock - a lone mountain that stands out from a plainFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Doug Kennedy shared so much wisdom with us in this episode - preparing employees to deliver great expeirences, the importance of leaders modeling, and mentoring the behaviors they want to see.Doug also introduced me to a wonderful Spanish word: Sentipensante - Sensing & Thinking - a fantastic distallation of what it takes to deliver great customer experiences.Guest Loyalty Is Created By People, Not Points Or PerksKennedy Training NetworkDoug Kennedy on LinkedInFind Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Loose Threads / Missing Threads mini episode talking about mutually beneficial accountability partnerships for CX teams, and learning from hard-won wisdom...Mark Levy resources:Mark on LinkedInSign up for Mark's DCX NewsletterDCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders to unleash their full potential365 Days of Accountability – Inspiration and motivation on your journey to successFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Mark Levy is back, sharing incredible insights and vulnerability about accountability. An important topic in its own right, but Accountability is critical for Customer Experience.Mark on LinkedInSign up for Mark's DCX NewsletterDCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders to unleash their full potential365 Days of Accountability – Inspiration and motivation on your journey to successFind Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Loose Threads, Missing Threads talking about what to do if it's too late for a great first impression.Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Great conversation with Mark Levy this week about best practices for getting a CX team, program or transformation off the ground. Mark shares his 4 priorities at the start of a CX transformation, and how he determines when it's time to move from listening to action.Mark on LinkedInSign up for Mark's DCX NewsletterDCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders to unleash their full potential365 Days of Accountability – Inspiration and motivation on your journey to successFind Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.