Your Current Company Culture Is A Design Constrain

Episodes

Give The Gift Of Authentic Listening During The Holiday Season
19 Dec· Customer Experience Patterns Podcast
Let's check-in with each other, and with our customers during the holiday period, and at the turn of the year.

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Inspecting Your Experience From The Front Lines
12 Dec· Customer Experience Patterns Podcast
If you agree that observing the real customer experience is valuable, then how do you do it? Beth and Scott are back with recommendations for how to do that

Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut Friday

Scott Gilbey on LinkedIn
Scott's article in Entreprenuer magazine on his experience

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Unclosed Loops Are Circles In Hell
21 Nov· Customer Experience Patterns Podcast
Unclosed loops are very, very bad customer experiences. I explain why, and how to avoid leaving unclosed loops with your customers.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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How 2 CX Leaders Found Their Way To Customer-Facing Roles
14 Nov· Customer Experience Patterns Podcast
The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth and Scott do. And in this episode, we hear their stories from the front lines!

Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut Friday

Scott Gilbey on LinkedIn
Scott's article in Entreprenuer magazine on his experience

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Service Recovery Done Right - Fast, Proactive, Decisive & Human
7 Nov· Customer Experience Patterns Podcast
Service Recovery is even more magical than you think, but only if you do it right.

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Customer Value - Different Forms, Different Facets
31 Oct· Customer Experience Patterns Podcast
Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.

Jeff Louden on LinkedIn

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Emotions Matter More Than You Think - Even When You Think They Matter A Lot
24 Oct· Customer Experience Patterns Podcast
The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion.

Yes, inspired by Hofstatder's Law

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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The Winding Path To CX & CX Insights
17 Oct· Customer Experience Patterns Podcast
The varied career paths that lead to becoming a CX professional. The ways those expeirences help you be better at your job. The ways that focusing on customers can help you in other jobs.

Jeff Louden on LinkedIn

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Emotional Is Rational
10 Oct· Customer Experience Patterns Podcast
When someone tells you you're being too emotional, and not rational, send them this episode.

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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The Future Of Customer Experience With Greg Melia
3 Oct· Customer Experience Patterns Podcast
The second part of my conversation wth Greg Melia this time with a focus on the future, what are Greg and the CXPA doing to ensure the long-term health of customer experience.

The CXPA

Greg on Linkedin

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Bright Spots Analysis - Step By Step
26 Sep· Customer Experience Patterns Podcast
My LinkedIn Learning lesson on Bright Spots Analysis

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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The State Of Customer Experience - As Profession & Business Discipline
19 Sep· Customer Experience Patterns Podcast
Greg and I talk about the current state of the CX profession, the balance required by companies to ensure that CX is sustainable over the long-term, and what the CXPA is doing to shepherd the profession through a period of uncertainty.

The CXPA

Greg on Linkedin

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Analysis Paralysis Is Not The Only Decision-Making Problem CX Pros Face
12 Sep· Customer Experience Patterns Podcast
Bezos 70% Rule

Extinct by Instinct

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Voice Of Customer Shows You The Path - Customer Research Helps You Walk It
5 Sep· Customer Experience Patterns Podcast
In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are complimentary, not synonmous, and how Lily thinks about using different research methods, and working with stakeholders to ensure that insights from research turn into improvements in experiences.

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Great CX Is Rare Because Its Hard.
29 Aug· Customer Experience Patterns Podcast
The Obstacle is the way.

The hard thing about hard things

I can tell you the secret, but you won't want to hear it.
.
Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Humanity Is At The Heart Of Great Customer Experiences
22 Aug· Customer Experience Patterns Podcast
Beth Karawan on LinkedIn

Some of Beth's writings:
Are Boy Scouts Masters of Change Management?
Brand Management: What’s Customer Experience Got to Do with it?
Silver bullet post

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Your Current Company Culture Is A Design Constrain
15 Aug· Customer Experience Patterns Podcast
The only thing that is slower to change than culture is nature.

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Why Designing AI Into CX Requires Rethinking Human-Centered Design Practices
8 Aug· Customer Experience Patterns Podcast
Connect with Kerry Bodine on LinkedIn
Kerry's master-class on Designing For AI in CX & EX
Bodine & Co.

Research Paper On The Difficulty Of Designing For AI
Creating Design Resources To Scafold The Ideation Of AI Concepts

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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How To Address The Root Causes Of Frustrations From Waiting
1 Aug· Customer Experience Patterns Podcast
Waiting in line is a bad experience. Except that's not always true. Learn what makes some waits unbearable, while others are tolerable at worst, and a memorable part of the experience at best.

·       Where is my bus? Impact of mobile real-time information on the perceived and actual wait time of transit riders
·       Timing is right for T riders, businesses
·       Subway Countdown Clocks Are Good For Business
·       Houston airport baggage claim

Connect with Sam on LinkedIn

Thanks 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.
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The Right Way To Deliver Digital-First Customer Experiences
25 Jul· Customer Experience Patterns Podcast
Andrew Carothers on LinkedIn

Connect with Sam on LinkedIn

Thanks 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.
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Show more

Episodes

Give The Gift Of Authentic Listening During The Holiday Season

Inspecting Your Experience From The Front Lines

Unclosed Loops Are Circles In Hell

How 2 CX Leaders Found Their Way To Customer-Facing Roles

Service Recovery Done Right - Fast, Proactive, Decisive & Human

Customer Value - Different Forms, Different Facets

Emotions Matter More Than You Think - Even When You Think They Matter A Lot

The Winding Path To CX & CX Insights

Emotional Is Rational

The Future Of Customer Experience With Greg Melia

Bright Spots Analysis - Step By Step

The State Of Customer Experience - As Profession & Business Discipline

Analysis Paralysis Is Not The Only Decision-Making Problem CX Pros Face

Voice Of Customer Shows You The Path - Customer Research Helps You Walk It

Great CX Is Rare Because Its Hard.

Humanity Is At The Heart Of Great Customer Experiences

Why Designing AI Into CX Requires Rethinking Human-Centered Design Practices

How To Address The Root Causes Of Frustrations From Waiting

The Right Way To Deliver Digital-First Customer Experiences