The Tom and Bob Show

CX of M Radio
  • 4.5 (6)
  • MANAGEMENT
The Tom and Bob Show

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.

  1. Tricia Houston - Founder and COO, The ExperienceBuilt Group (formerly MMR LIVE)

    05/20/2022

    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.

    29 min
  2. Leo Chan - Chief Innovation & Creativity Officer - Abound Innovation Inc

    03/29/2022

    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.

    31 min
  3. Debra Roberts - The Relationship Protocol

    11/30/2021

    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.

    39 min
  4. Enza Sleva: Enza's Rant - Episode 1

    11/16/2021

    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.

    34 min

  5. 10/26/2021

    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.

    21 min
  6. Vivian Phillips Husband, SVP - Contact Center, Wells Fargo

    10/05/2021

    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.

    26 min
  7. Rob LoCascio, Founder and CEO of LivePerson

    09/28/2021

    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.

    21 min
  8. Andy Haas, Service Transformation Leader - Deloitte Digital

    09/21/2021

    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.

    31 min
See All (58)

4.5
out of 5
6 Ratings

About

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.

Information

  • Creator
    CX of M Radio
  • Years Active
    2020 - 2022
  • Episodes
    58
  • Rating
    Clean
  • Copyright
    © 2020 The Tom and Bob Show
  • Show Website
    The Tom and Bob Show

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