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The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals.
- 58 - Tricia Houston - Founder and COO, The ExperienceBuilt Group (formerly MMR LIVE)
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.
Fri, 20 May 2022 - 57 - Leo Chan - Chief Innovation & Creativity Officer - Abound Innovation Inc
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.
Tue, 29 Mar 2022 - 56 - Debra Roberts - The Relationship Protocol
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.
Tue, 30 Nov 2021 - 55 - Enza Sleva: Enza's Rant - Episode 1
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.
Tue, 16 Nov 2021 - 54 - CXM 360 Special: Steven Carleton and Bradley Kruger
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.
Tue, 26 Oct 2021 - 53 - Vivian Phillips Husband, SVP - Contact Center, Wells Fargo
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.
Tue, 05 Oct 2021 - 52 - Rob LoCascio, Founder and CEO of LivePerson
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.
Tue, 28 Sep 2021 - 51 - Andy Haas, Service Transformation Leader - Deloitte Digital
Andy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery.
Tue, 21 Sep 2021 - 50 - Eckhart Boehme, Founder and Managing Director - Unipro Solutions (Part 2)
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.
Tue, 07 Sep 2021 - 49 - Eckhart Boehme, Founder and Managing Director - Unipro Solutions (Part 1)
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.
Tue, 31 Aug 2021 - 48 - Tribute to David Robbins, VP - Client Consulting, Gongos
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.
Tue, 24 Aug 2021 - 47 - Dan Mohnke - Vice President, eCommerce - Nissan Motor Corporation (USA)Tue, 17 Aug 2021
- 46 - Mark Hamill, Co-Founder and CEO - Arcet Global
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
Wed, 04 Aug 2021 - 45 - Chantel Botha, CEO, BrandLove Customer Experience
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.
Tue, 20 Jul 2021 - 44 - Allastair Meffen, VP Customer Experience - Definitive Healthcare
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.
Tue, 13 Jul 2021 - 43 - Kevin Budelmann - Founder and President, People Design
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.
Tue, 06 Jul 2021 - 42 - Fiona Moss - Head of CX Global Analytics Team, Ipsos
Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX key performance indicator (KPI), the arguments for and against NPS as a CX 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
Wed, 30 Jun 2021 - 41 - Lisa Schmidt - Principal, Worksphere Consulting
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.
Tue, 22 Jun 2021 - 40 - Jeannie Votaw - Senior Strategy and Implementation Manager and Sam Herzing - Strategy and Implementation Lead, Gongos Inc.
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.
Tue, 15 Jun 2021 - 39 - David Robbins, Vice President - Client Consulting, Gongos Inc.
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.
Tue, 08 Jun 2021 - 38 - Mary Poppen, Chief Customer Officer - Glint at LinkedIn
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.
Tue, 01 Jun 2021 - 37 - Steven Carleton, Vice President - Customer Experience, Premera Blue Cross
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.
Wed, 19 May 2021 - 36 - Dana Macek, CX Strategy and Transformation Manager, Ford Motor Company
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.
Tue, 11 May 2021 - 35 - David Mingle, VP and Global Practice Head - Customer Experience, Reputation
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
Tue, 04 May 2021 - 34 - Jake Lestan, Senior Director - Community Engagement
Jake Lestan joins Tom and Bob to discuss his role at Valvoline and the evolvement of customer experience management within Valvoline's retail operations.
Tue, 27 Apr 2021 - 33 - Lee Jelenic - Chief Innovation Officer, United Wholesale Mortgage
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.
Mon, 19 Apr 2021 - 32 - Justin Neale - VP, Customer Experience - NAVBLUE
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.
Tue, 06 Apr 2021 - 31 - Lou Carbone - Introduces His New Podcast Show
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.
Mon, 15 Mar 2021 - 30 - Austin Brock, CX Training Manager - Altice USA
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.
Thu, 25 Feb 2021 - 29 - Nancy Flowers - VP Member Experience, Hagerty
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.
Sun, 31 Jan 2021 - 28 - Laurel Stanley - Global Manager of User Experience, Steelcase
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.
Tue, 08 Dec 2020 - 27 - Duncan James - Chief Growth Officer and Owner, Point B
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.
Wed, 02 Dec 2020 - 26 - Eugene Murphy - CEO, Indeemo
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.
Thu, 19 Nov 2020 - 25 - Lisa Whalen - Managing Director, The Harris Poll
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.
Mon, 09 Nov 2020 - 24 - Dennis Ephlin - Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence
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.
Mon, 19 Oct 2020 - 23 - Tchicaya Robertson - New Podcaster on CX of M Radio
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.
Sun, 11 Oct 2020 - 22 - Special CX Day Broadcast
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.
Tue, 06 Oct 2020 - 21 - Rhonda Byer: Senior National Sales Director Partner - Primerica
Rhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica.
Mon, 28 Sep 2020 - 20 - deBBie akwara - Principal Consultant, Niche Customer Experience Consulting Firm
deBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there.
Sun, 20 Sep 2020 - 19 - Ian Williams - Managing Director, Jericho
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.
Sun, 13 Sep 2020 - 18 - Stacy Sherman - Director of Customer Experience, Schindler Elevator Corporation
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.
Sun, 06 Sep 2020 - 17 - Darren David - Founder and CEO of Freetouch and Stimulant
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.
Sun, 30 Aug 2020 - 16 - Bill Staikos - Head of Customer Experience, Freddie Mac - Host, Be Customer Led
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.
Sun, 23 Aug 2020 - 15 - Lou Carbone - Owner and Founder - Experience Engineering
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.
Sun, 16 Aug 2020 - 14 - Human-centered Design in a Time of Crisis: Kevin Budelmann - President - People Design
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.
Tue, 11 Aug 2020 - 13 - Careers in CX: Scott Watkins - Business Intelligence Executive - Michigan Virtual
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.
Mon, 03 Aug 2020 - 12 - Careers in CX: Tobin Williams - Executive Director, Customer Experience and Digital Operations - Consumer's Energy
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.
Sat, 25 Jul 2020 - 11 - Careers in CX: Nadira Kharmai - CX Product Owner Lead - Priority Health
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.
Sat, 18 Jul 2020 - 10 - Careers in CX: Serena Riley - Director of Customer Experience - Llamasoft
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.
Sun, 12 Jul 2020 - 9 - Dr. Angela Hall - Associate Director for Graduate Programs in the School of Human Resources and Labor Relations at Michigan State University
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 employees are safe, healthy, and not discriminated against in the workplace.
Sat, 27 Jun 2020 - 8 - Keith Instone - Founder - Dexterity User Experience
Keith Instone joins the show to discuss the nuances between different 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.
Sat, 20 Jun 2020 - 7 - Brittany Palubiski - Assistant Director - Global Culture Transformation - General Motors
Brittany describes her role in driving culture change at General Motors and the role that customer experience and design thinking play in that process.
Sat, 13 Jun 2020 - 6 - Wally Wasilewski - CRM/ERP Consultant - Velosio/EHTC
With a wealth of experience in the contact center field, Wally Wasilewski discusses how customer relationship management tools can become an organizations secret weapon for customer service and the customer experience.
Sat, 06 Jun 2020 - 5 - Darren Hood - Senior User Experience Designer - United Wholesale Mortgage
The consummate UX professional and outspoken advocate for the collaboration between UX and CX professionals, Darren discusses what user experience design means to him and what we can expect of his new podcast show, The World of UX.
Sat, 30 May 2020 - 4 - Tim Todish - Vice President - User Experience - Blue Flame Thinking
In this episode, Tom and Bob discuss linking the online experience with the offline experience with Tim Todish, Vice President of User Experience for Blue Flame Thinking.
Sat, 23 May 2020 - 3 - Nick Glimsdahl - Director - Contact Center Solutions - VDS
In this episode, Tom and Bob discuss the four steps to create a CX strategy with Nick Glimsdahl, Director of Contact Center Solutions with VDS. More information about Nick's CX strategy formula can be found on the CX of M Blog at blog.cxofm.org
Sat, 16 May 2020 - 2 - Dave Fish - Founder and CEO - CuriosityCX
Dave Fish, Ph.D., founder and CEO of CuriosityCX stops by to reflect on his career in CX and discuss a series of events and the customer experience management lessons learned upon the death of his father. The discussion helps to illustrate the situational factors that organizations need to be aware of and respond to when designing customer experiences, as well as the importance of empathy in the design process.
Sat, 09 May 2020 - 1 - Laura Lawson - Chief People Officer - United Shore
In the inaugural episode of the Tom and Bob Show, Laura Lawson, Chief People Officer of United Shore, recounts her experiences as an Associate Producer of the Ellen DeGeneres Show and her experiences in the marketing world and how they've helped to shape how she approaches her role at United Shore, which is known for innovative human resource practices.
Sat, 02 May 2020
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