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The Tom and Bob Show
29 minutes | May 20, 2022
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.
31 minutes | Mar 29, 2022
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.
39 minutes | Nov 30, 2021
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.
34 minutes | Nov 16, 2021
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.
21 minutes | Oct 26, 2021
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.
26 minutes | Oct 5, 2021
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.
21 minutes | Sep 28, 2021
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.
31 minutes | Sep 21, 2021
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.
34 minutes | Sep 7, 2021
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.
29 minutes | Aug 31, 2021
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.
32 minutes | Aug 24, 2021
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.
28 minutes | Aug 17, 2021
Dan Mohnke - Vice President, eCommerce - Nissan Motor Corporation (USA)
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
27 minutes | Aug 4, 2021
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
29 minutes | Jul 20, 2021
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.
23 minutes | Jul 13, 2021
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.
27 minutes | Jul 6, 2021
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.
30 minutes | Jun 30, 2021
Fiona Moss - Head of CX Global Analytics Team, Ipsos
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
36 minutes | Jun 22, 2021
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.
37 minutes | Jun 15, 2021
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.
30 minutes | Jun 8, 2021
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.
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