Simply CX

Microsoft

Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success. Produced by: Larj Media

Episodes

  1. Transforming Care Through AI: CX Innovation at City of Hope

    16/12/2025

    Transforming Care Through AI: CX Innovation at City of Hope

    Episode Summary:  In this episode of Simply CX, Nicole talks with Nasim Eftekhari from City of Hope about how customer experience innovation is reshaping cancer care. Discover how AI-driven tools like their Hope LLM are reducing clinician burnout, improving patient outcomes, and even saving lives through smarter clinical trial matching—all by putting human needs at the center of change.    You'll walk away with:  • How building with end users creates adoption and trust  • The role of AI in scaling personalized care and improving patient experiences   • Why CX innovation in healthcare is about real human impact    Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.    Mentioned in this Episode  • Hope LLM: AI-powered oncology assistant  • City of Hope’s six-dimensional impact framework  • Clinical trial matching technology      🎧 Produced by Larj Media  📩 Follow Nicole McKinley for CX insights that matter.   If you have questions or comments about CX email us: SimplyCX@microsoft.com    Additional Resources  Guest: Nasim Eftekhari City of Hope    Keywords  CX innovation, healthcare AI, patient experience, clinical trial matching, cancer care

    34 min
  2. Scaling Change: How Hillsborough County Schools Reimagined Classroom Experience

    02/12/2025

    Scaling Change: How Hillsborough County Schools Reimagined Classroom Experience

    In this episode of Simply CX, host Nicole McKinley sits down with Chris Holt, Supervisor of Technology Training at Hillsborough County Public Schools (HCPS), to explore how one of the largest school districts in the U.S. transformed its classroom experience. From interactive flat panels to AI-powered learning accelerators, Chris shares how HCPS built a human-centric, scalable change management strategy that empowered teachers and elevated student engagement.    You'll walk away with:  • How HCPS reimagined classroom instruction and experience  • The design and impact of the Hillsborough Influencer Academy to drive adoption and value  • Strategies for implementing AI-powered experiences in education while keeping human connection at the center    Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.    Mentioned in this Episode  • Reading Progress & Learning Accelerators  • Hillsborough Influencer Academy  • AI Governance Council  • University of South Florida Credentialing Partnership   🎧 Produced by Larj Media  📩 For more CX insights, follow Nicole on Linkedin  If you have questions or comments about CX email us: SimplyCX@microsoft.com      Additional Resources  Guest: Chris Holt, Supervisor of Technology Training, Hillsborough County Public Schools  Partners: Microsoft K-12 Team, PowerUp EDU, Connection, University of South Florida

    36 min
  3. Human-Centered Design with Purpose: AI, EX, and CX

    18/11/2025

    Human-Centered Design with Purpose: AI, EX, and CX

    In this episode of Simply CX, Nicole talks with Brian Hodel from T-Mobile about how his team tackled a manual employee experience and transformed it into a streamlined, AI-powered solution for customers. They dive into how AI, customer feedback, and frontline employee insights shaped a tool that personalizes promotions, simplifies decision-making, and enhances both customer and employee experiences. They didn’t start with AI, they started with empathy, and how things went tell you everything about the power of human-centered design.    You'll walk away with:    • How human-centered design drives better CX outcomes  • Why simplicity and speed can matter more than flashy features  • What it takes to build scalable solutions that actually drive customer value      Mentioned in this Episode  • Promo Genius  • Microsoft Copilot  • Office 365 and Netflix promotions    🎧 Produced by Larj Media  📩 For more CX insights, follow Nicole on Linkedin  If you have questions or comments about CX email us: SimplyCX@microsoft.com    Additional Resources  Guest: Brian Hodel, Principal Engineer at T-Mobile  Role: Developer of Promo Genius and Orbit go-to-market system  Focus: AI-powered customer experience innovation

    33 min
  4. The CX Puzzle: Solving One Piece at a Time Part 2

    04/11/2025

    The CX Puzzle: Solving One Piece at a Time Part 2

    In part two of our conversation with Chris Lipman, Chief Customer Experience Officer at e&, we dive deeper into how immersive leadership -- like spending a day in the call center -- can spark real change. Chris shares how AI is reshaping customer experience, the risks of voice bots, and the importance of keeping customer expectations at the center of innovation.      You'll walk away with:  • Why “Beyond the Desk” is more than a leadership exercise—it's a CX game-changer  • How AI can predict and proactively improve customer satisfaction  • Why customer acceptance is the ultimate test for any new technology  Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.     Mentioned in this Episode  • Beyond the Desk initiative  • Net Promoter Score (NPS)  • Gartner Hype Curve  • Virtual Assistants and IVR systems     🎧 Produced by Larj Media  📩 For more CX insights, follow Nicole on Linkedin     If you have questions or comments about CX email us: SimplyCX@microsoft.com

    16 min
  5. The CX Puzzle: Solving One Piece at a Time

    21/10/2025

    The CX Puzzle: Solving One Piece at a Time

    “CX is not an exact science—it’s a puzzle.” In the first part of this 2-part series, Chris Lipman, an award-winning CX expert and Chief Customer Experience Officer at e& UAE, shares how his obsession with solving puzzles fuels his approach to customer experience. e& identifies and prioritizes CX issues, rapidly prototypes solutions, and measures their impact on both customer satisfaction and business outcomes. This approach not only elevates customer experience but also ensures a clear return on investment by aligning CX improvements with measurable business value. From decoding NPS verbatims to sending execs into the call center trenches, Chris reveals how e& is solving for happy—by turning data into differentiated CX design. #CustomerExperience #CXLeadership #NPS #e& #SimplyCX #Microsoft     You'll walk away with:  • How to use NPS as a diagnostic tool—not just a score  • Why data and insights are not enough, clear business value is imperative  • Why CX transformation is a slow, deliberate puzzle-solving process  • How executive immersion and AI are reshaping customer journeys     Mentioned in the Episode  • Net Promoter Score (NPS) by Fred Reichheld  • Forrester’s Customer Obsessed Enterprise Award     🎧 Produced by Larj Media  📩 For more CX insights, follow Nicole on Linkedin  If you have questions or comments about CX email us: SimplyCX@microsoft.com  Additional Resources  Guest: Chris Lipman, Chief Customer Experience Officer at e& UAE Company: e& (formerly Etisalat Group), serving 198M+ customers across 38 countries  Award: Forrester’s Customer Obsessed Enterprise Award

    36 min
  6. Creating a Culture of Customer Centric Innovation at Cummins

    07/10/2025

    Creating a Culture of Customer Centric Innovation at Cummins

    In this episode of Simply CX, Nicole McKinley talks with Erica Baird, Executive Director of Global Sales and Service at Cummins, about how customer experience is deeply embedded across every facet of the company—from engineering and field service to sales and product development.      You'll walk away with:  • How Cummins uses AI to predict and prevent mechanical issues before they happen  • Why customer empathy is more powerful than ever in delivering positive CX  • How CX data drives training, product design, and competitive intelligence     Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.     Produced by Larj Media  For more CX insights, follow Nicole on Linkedin  If you have questions or comments about CX email us: SimplyCX@microsoft.com  Erika Baird on LinkedIn - https://www.linkedin.com/in/erica-k-baird/

    32 min
  7. CX as a Team Sport: Turning Customer Insights into Impact

    23/09/2025

    CX as a Team Sport: Turning Customer Insights into Impact

    We’re breaking the mold in this episode, as Nicole sits down with two of her peers who are helping bring the CX vision for Microsoft to life. How do you embed customer experience into the DNA of a global organization? Learn from Mike Friday GM of Global Customer Experience Engagement and Diana Parker; GM of Enterprises Sales & Operations who share how Microsoft moved from reactive surveys to predictive, AI-powered insights—making CX a natural part of everyone’s day. Culture, accountability, and agility are the game changers.    You'll walk away with:  • Why culture—not tools—was the starting point for CX transformation  • How real-time feedback and AI are driving proactive customer engagement  • The power of shared accountability and personalized insights in CX strategy  Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.  Mentioned in this Episode  • CX Council at Microsoft  • AI-powered Sales Copilot and Sales Chat  • Champions Cup CX Awards  • Always-on listening mechanisms    🎧 Produced by Larj Media  📩 For more CX insights, follow Nicole on Linkedin  If you have questions or comments about CX email us: SimplyCX@microsoft.com

    42 min
  8. Reinventing Car Buying: CarMax’s Omnichannel Appeal

    09/09/2025

    Reinventing Car Buying: CarMax’s Omnichannel Appeal

    Buying a car should feel like a joyride, not a chore—and CarMax is investing to make it easy, exciting, and even fun. In this episode of Simply CX, Nicole sits down with Shamim Mohammed, EVP and Chief Information and Technology Officer at CarMax, to explore how the company is redefining the car buying experience. From omnichannel innovation to AI-powered tools like Sky 2.0, Shamim shares how CarMax puts customers at the center of every decision, creating multi-channel, personalized, and empowering journeys.  You'll walk away with:  • How CarMax’s omnichannel strategy is transforming customer experience  • The role of AI and experimentation in driving innovation  • Why startup culture and empowered teams fuel CX success  Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.  Mentioned in this Episode  • Sky 1.0 and Sky 2.0 AI assistants  • CarMax’s Instant Offer (IO) program  • Cross-functional product teams and startup culture  • Net Promoter Score (NPS) as a CX metric  • GenAI for customer review optimization  🎧 Produced by Larj Media  📩 For more CX insights, follow Nicole on Linkedin  If you have questions or comments about CX email us: SimplyCX@microsoft.com  Additional Resources  Guest: Shamim Mohammed, EVP & Chief Information and Technology Officer, CarMax  CarMax: https://www.carmax.com

    29 min
  9. Designing Trust: TD Bank’s Human-Centered Innovation

    26/08/2025

    Designing Trust: TD Bank’s Human-Centered Innovation

    In this episode of Simply CX, Nicole sits down with Imran Khan, Head of Innovation and Design at TD Bank, to explore what it means to stay human-centered in a world of rapid AI transformation and generational change.  Imran shares how TD Bank is designing intuitive, intelligent experiences that serve both customers and employees—from real-time AI support for call center agents to the groundbreaking Roblox game “Treat Island Tycoon,” which teaches kids money skills through play. They also discuss accessibility innovation, cross-generational loyalty, and how CX teams can stay focused while experimenting in an overwhelming tech landscape.  Whether you’re building with Gen Alpha or Gen X in mind, or navigating how AI reshapes your employee experience, this conversation offers a practical, inspiring look at what it means to innovate with people—not just platforms—in mind.  You’ll walk away with:  How to balance personalization and scale in the AI era Why gamification and financial literacy matter for CX What TD’s accessibility adapter can teach us about inclusion The importance of triangulating data, design, and emotional insight  🎧 Produced by Larj Media  📩 For more CX insights, follow Nicole on LinkedIn  If you have questions or comments about CX email us: SimplyCX@microsoft.com  Mentioned in this episode:  Treat Island Tycoon – TD Bank’s financial literacy game on Roblox Accessibility Adapter – Free, customizable web experience tool from TD

    28 min
  10. Emotional Intelligence and The Future of Customer Connection

    12/08/2025

    Emotional Intelligence and The Future of Customer Connection

    In this episode of Simply CX, Nicole sits down with behavioral scientist and CX visionary Ken Hughes to explore the emotional side of customer experience. Together, they dive into why emotional loyalty and customer intimacy are the true differentiators in an increasingly commoditized, AI-powered landscape.  Ken shares powerful stories—from how Octopus Energy uses music personalization to create emotional connection and reduce hold time frustration, to how Taylor Swift’s tribal fandom is a masterclass in long-term brand loyalty and customer engagement. They discuss the critical role of creativity, diverse teams, and employee empowerment in shaping standout experiences. Plus, why B2B brands might actually be in the best position to deliver truly personalized service.  You’ll walk away with:  Why emotional connection outlasts product features How using unique human connection creates loyalty Understanding how to strengthen your brand through CX creativity and cultural leadership  Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.  🎧 Produced by Larj Media  📩 For more CX insights, follow Nicole on Linkedin  If you have questions or comments about CX email us: SimplyCX@microsoft.com  Additional Resources:  Ken Hughes – Consumer & Shopper Behavioralist | CX Strategist | Keynote Speaker  Mentioned in this episode:  Octopus Energy – Learn more about their customer-first approach Taylor Swift’s The Eras Tour – A case study in emotional brand loyalty Brené Brown – Author and researcher on vulnerability and emotional intelligence Esther Perel – Psychotherapist and relationship expert Disney+ – Streaming home of Taylor Swift: The Eras Tour (Taylor’s Version) Grease Monkey – Quick-lube franchise mentioned for its customer delight strategy

    34 min

  11. SEASON 1 TRAILER

    Trailer

    Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success.

    2 min

Trailer

About

Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success. Produced by: Larj Media

Information

  • Creator
    Microsoft
  • Years Active
    2K
  • Episodes
    11
  • Rating
    Clean
  • Copyright
    © Copyright 2025
  • Show Website
    Simply CX

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