Customer Experience Patterns Podcast
Every two weeks, customer experience expert Sam Stern explains a customer experience pattern that underpins some of the world's best customer experiences. Patterns are models or designs derived from real-world examples that have been proven to work. Episodes include detailed descriptions of the pattern, data and evidence supporting its importance, and instructions to follow the pattern yourself to create great customer experiences.
Episodes
Measuring CX: A Better Way
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
Your Buying Journey Collapsed - Here's What To Do About It
John Rockhold on LinkedInSpotlightConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalt
The Ruinous Way We Run Feedback Surveys Today
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
Making CX Valued and Valuable With Shawn Nason
Shawn Nason on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To C
The IKEA Effect / Type 2 Fun / The Hero's Journey Are All Forms of Good Friction
The IKEA EffectType 1, 2 & 3 FunThe Hero's JourneyConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundation
How 1 CX Pro Created C-Suite Buy-in For Customer Experience
If you want to figure out how to move from quarterly reporting on NPS trends, to coordinating cross-functional projects that actually improve your customer experience, this episode is for you.Sandra Fornasier on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newslet
Service Recovery Energy - Everywhere!
Creating memorable moments in all phases of your experience, not just service recovery.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer E
Behind Negative Experience Peaks Are More Negative Peaks
Why it's a good thing that your customers will never stop complaining, even as you solve their problems.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning co
Experience Is Everything - Jeannie Walters Book Launch Special Episode
Experience Is Everything BookJeannie Walters on LinkedInJeannie's LinkedIn Learning CoursesJeannie's WebsiteConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learnin
The Kernel of Customer-Centric Culture Change
The power of embracing your country's national identity, philosophy or religion as the foundation for your company's customer-centric culture transformation.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition wit
Stated Preferences or Revealed Preferences? Neither? Both?
Trader Joe's honors customers' revealed preferences for interacting with humans over their stated preferences for self-checkout and delivery options. Banks should honor customers' stated preferences for saving money over their revealed preferences.Who's right?Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or
The CX - EX Leadership Your Company Needs
Mary Poppen on LinkedInHer company, Hrizons EX, on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Found
Your Customers Lives In The Future - Meet Them There
Lisa Feldman Barrett's book: How Emotions Are MadeGeorge Loewenstein study: Anticipation and the Valuation of Delayed ConsumptionConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcas
Great CX Is Built On Great Collaboration with Sarah Andrews
Sarah Andrews on LinkedInCupola CXConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalt
Uncertainty Is The Bad Experience That's Easiest To Fix
Uncertainty is worse than a bad experience. It's true. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundatio
Build Your Community. Build Your Capability With Marc Fonteijn
Marc Fonteijn on LinkedInService Design Show & Circle CommunityConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essenti
A Customer Expereince Koan To Help You Find Your True Work
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
How CX Teams Must Evolve To Survive & Thrive In 2026
Find Diane Magers on LinkedIn, and her book Experience Rules!Find James O'Connor on LinkedInAmplifyXM - a consultancy that helps with CX, rather than a CX consultancy...Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new
Empathy Has a Hidden Super Power For Customer Experience
Empathy is a powerful force for helping us see the world through the eyes of others. Within that broad set of others, there is one "other" that we empathize with far more than anyone else. Knowing this will help you improve your customer experienceConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for to
Agreements That Make Great CX Delivery Possible
Why it's so important to make agreements with your colleagues about how you'll work together.Allison Shields on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My Link
We're All On The Same Page | We're All Doing Different Things
Previous CX Patterns episode on creating the conditions where bright spots emergePrevious CX Patterns episode on bright spots analysisPrevious episode on Bright Spots.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new e
The Overlooked CX Superpower with Lauren Feehrer
Why organizational expertise is so important to the success of CX teams. Lauren Feehrer on LinkedInLoyaltyCraft CX ConsultancyConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.M
Make Bright Spots More Likely To Emerge In Your Customer Experience
Phil Hamburg's post about the restaurant chains' change to the drive through scriptPrevious CX Patterns episode on bright spots analysisPrevious episode on Bright Spots.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new
Making AI Actionable For Your CX - With Nico Rieul
Thanks to James O'Connor for connecting us.Find Nico on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential
5 Things I Didn't Know About The Peak-End Rule
The Peak/End rule has more layers and nuance than I thought, and I'm on a learning journey to explore it further. Join me.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My Li
Integrating AI Into Customer Experiences The Right Way
Puneet Mehta on LinkedInNetomiIntegrating AI into your current workflows the right way.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer E
Take Inspiration From Experience Conventions And Obligations
Delivering on expected moments don't make your experience trite, it makes it feel comfortable and familiar.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning
10 Seconds Or Less To Convince Someone To Be Your Customer
Find Todd on LinkedInBuy Todd's book - The 10-Second Customer JourneyLinks to my two episodes with CX Pro of the year Gloria Gupta:The CX Leader Of The Year Is HereYou Will Have To Take Responsibility For Problems That Aren't Yours To SolveConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Sub
Creating Great Experience Ends Starts With Knowing When The Experience Ends
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
Journey Mapping With AI Masterclass
Marion's LinkedIn ProfileFolks, I can't stress how good this content is, please follow the links:Marion's epic LinkedIn post with an absolute treasure trove of CX knowledgeMarion's post on Building a Unified Journey Framework step by stepLink to Marion's post with her Journey FrameworkConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from li
Make CX Day & Customer Service Week The Fresh Start Your CX Initiatives Need
Episode 100 of the podcast.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How
Journey Mapping Masterclass With Marion Boberg
Marion's LinkedIn ProfileFolks, I can't stress how good this content is, please follow the links:Marion's epic LinkedIn post with an absolute treasure trove of CX knowledgeMarion's post on Building a Unified Journey Framework step by stepLink to Marion's post with her Journey FrameworkConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from li
What's the matter with measurement in CX?
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
Psychology of CX 101 Book Launch Episode with Author Mark Levy
Mark Levy on LinkedInPsychology of CX BookMark's DCX Newsletter Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential
Effortless Experiences Are Forgettable & Regrettable
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
Employee Experience & Customer Experience Hot Takes Leave Me Cold
Integrating Employee Experience and Customer Experience initiatives is both more complicated and simpler than you think it is. Tamar Cohen and I will make that make sense.Find Tamar on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Pa
Rethinking Employee Experience Myths And Reality
The myths that lead to misguided employee experience initiatives, and how to do employee experience improvements the right way.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.
Why You Should Buck The Trend Of Treating Employees Poorly
Why the current backlash to all things Employee Experience is short-sighted, misguided and bad for business. Just because you can bully employees doesn't mean you should.Find Tamar on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Pat
The Exponential CX Team: How One CX Team Increased Its Impact By 50X
The Power Core Concept from Jeanne Bliss, the original Chief Customer Officer.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience
CX Execution Secrets With Salman Sharif
Salman Sharif on LinkedInCSMs are LinchpinsExperience Design Project Execution TipsConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Exper
What Proust, Mad Men And Steven Bartlett's Barber Can Teach CX Teams About Creating Memories
The clip of the famous Carousel pitch scene (it's all about nostalgia, and it will make you nostalgic for peak tv)Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn L
You Will Have To Take Responsibility For Problems That Aren't Yours To Solve
Gloria Gupta On LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To
Good All The Time Beats Potentially Great - The Case For AI
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
How To Build Your Internal Coalition To Make CX Transformation Possible
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
The CX Leader Of The Year Is Here
Gloria Gupta On LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To
Be Prepared For Your Big Break - Having A Plan If Luck Breaks Your Way
Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Ex
CX Action Above All
This week Paul Pember is back to talk more about how to actually make substantive changes to your customer experience. Paul Pember on LinkedIn - trust me, he's a great follow. And here's the link to his newsletter - honestly, it's a must-read for me every week.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or
I've been Vibe Coding For A Week - AMA
Tongue firmly in cheek that you can ask me anything about vibe coding. I'm just learning, but it's fun! I think it has enormous potential in CX and so I wanted to share my impressions so far.Thanks to Kyle Zantos for inspiring the idea of Apps as Gifts. After this podcast episode, listen to him talk with Harrison Wheeler on Technically Speaking.Connect with Sam on LinkedIn - I share customer exper
Stop Treating Empathy & Emotional Intelligence Like Tactics
Connect with Michael Mattson on LinkedInAnd then Michael was so kind (and organized!) to share links to so many studies:Companies that implement EI initiatives see a 63% reduction in employee turnover (Apollo Technical).Teams with emotionally intelligent leadership see up to 37% increase in performance (Psico-Smart).According to a global study by Six Seconds, orgs that prioritize emotional intelli
Preparing For Unexpected Disruption To Your Customer Experience
Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publi
Integrate AI Into CX The Right Way
Find David on LinkedInHead to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experie
Harness Your Paranoia About CX Commitment
Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publi
Great Customer Experience Requires Great Employee Experience
Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with our guest, Nora Osman, on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions
100 Days Into 2025 - Are You On Track With Your CX Goals?
My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics
Trust Comes First - Then CX Transformation - With Mark Slatin
Mark Slatin on LinkedInThe Trusted Advisor - book & framework. I recommend this book.My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content
Emotional Labor Is Exhausting Your Employees And Compromising Your CX
Emotional LaborMy new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or i
You Do Not Control Your Customers' Experience
Paul Pember on LinkedIn - trust me, he's a great follow. And here's the link to his newsletter - honestly, it's a must-read for me every week.My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with S
Teaching Forces You To BS Test Your Own Knowledge
The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My
CX As Teenager: Back To Childhood Curiosity? Or Forward To Adulthood Maturity?
CX is in its teenage years. Should we push to move forward to the maturity of adulthood? Or turn back to the curiosity and wonder of childhood? Andrew Carothers and I answer that question. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patte
CX Shortcomings Explained By Chesterton's Fence & Black Swans
An explainer on Chesterton's Fence.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Bui
Creating The CX Standards With Erin Wallace From Bain
CX Standards Landing Page - you can learn more about the standards, and download them.Erin Wallace on LinkedInDancing Guy Video - showing the importance of the first follower to catalyze a movementConnect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experienc
With Deceptive Patterns The Entropy Is Coming From Inside The Building
Harry Brignull - The Deceptive Patterns guruDeceptive Patterns the book - buy this book. Read it & use it as a jumping off point to start auditing your experience for Deceptive Patterns.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patte
Which Parts Of Your CX Need AI?
How to leverage design and CX skillsets and methodologies to spot the best opportunities for integrating AI and GenAI into your experiences.Andrew McInnes on LinkedIn.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new e
It's (almost) never to late to intervene with customers who have negative emotions
This episode is inspired by research and writing I've done on memories and negative emotions. For more on this topic, check out my LinkedIn learning course linked below about how to create great customer experiences.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter,
Integrating GAI & AI Into Your Customr & Employee Experiences
Why you shouldn't have an AI Strategy. Why you should be implementing GAI & AI everywhere you can.Why you should join up your EX and CX AI efforts.Andrew McInnes on LinkedIn.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publ
3 Ways To Push Back Against Entropy In Your Customer Experience
Entropy describes the process of things falling into disorder if left without care and attention, like weeds growing in a garden. A lot of companies are about to experience Entropy in their customer experience efforts. But you don't have to be one of them.1) Pay attention to the parts of your experience that you want your customers to roget2) Keep close tabs on your Signature Moments3) Look for si
Coaching Can Help You Be The CX & Design Leader You Dream Of Being
Stephanie shared so much wisdom on the value of coaching for creative leaders. Well worth a listen.Stephanie On LinkedInStephanie's coaching business, Thrive DepartmentConnect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new
4 Ideas For Getting 2025 Off To A Flying Start
4 ideas for getting off 2025 to a flying start with your customer experience initiatives.Connect with 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.
Give The Gift Of Authentic Listening During The Holiday Season
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 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.
Inspecting Your Experience From The Front Lines
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 thatBeth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the c
Unclosed Loops Are Circles In Hell
Unclosed loops are very, very bad customer experiences. I explain why, and how to avoid leaving unclosed loops with your customers.Connect with 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.
How 2 CX Leaders Found Their Way To Customer-Facing Roles
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 FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with
Service Recovery Done Right - Fast, Proactive, Decisive & Human
Service Recovery is even more magical than you think, but only if you do it right.Connect with 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.
Customer Value - Different Forms, Different Facets
Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.Jeff Louden on LinkedInConnect with 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.
Emotions Matter More Than You Think - Even When You Think They Matter A Lot
The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion.Yes, inspired by Hofstatder's LawConnect with 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.
The Winding Path To CX & CX Insights
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 LinkedInConnect with 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
Emotional Is Rational
When someone tells you you're being too emotional, and not rational, send them this episode.Connect with 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.
The Future Of Customer Experience With Greg Melia
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 CXPAGreg on LinkedinConnect with 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 informatio
Bright Spots Analysis - Step By Step
My LinkedIn Learning lesson on Bright Spots Analysis Connect with 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.
The State Of Customer Experience - As Profession & Business Discipline
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 CXPAGreg on LinkedinConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music
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