69 episodes

Voices of CX is a weekly podcast hosted by Worthix CMO and Editor in Chief of the Voices of CX Blog, Mary Drumond where she interviews top marketers, industry experts, thought leaders, and best-selling authors on how their markets overlap with Customer Experience.

Our topics focus on technological innovations in data science, market research and surveys; behavioral analytics and design; the implementation of Artificial Intelligence for marketing platforms, and how all these factors are revolutionizing the way companies dialogue and deliver memorable experiences to their customers.

Discover your worth at worthix.com

Voices of Customer Experience Worthix

    • Business
    • 5.0, 20 Ratings

Voices of CX is a weekly podcast hosted by Worthix CMO and Editor in Chief of the Voices of CX Blog, Mary Drumond where she interviews top marketers, industry experts, thought leaders, and best-selling authors on how their markets overlap with Customer Experience.

Our topics focus on technological innovations in data science, market research and surveys; behavioral analytics and design; the implementation of Artificial Intelligence for marketing platforms, and how all these factors are revolutionizing the way companies dialogue and deliver memorable experiences to their customers.

Discover your worth at worthix.com

    S5E12: Gabe Larsen - When New Business is Scarce, Make Every Experience Count

    S5E12: Gabe Larsen - When New Business is Scarce, Make Every Experience Count

    Gabe Larsen leads Kustomer’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital.

    Prior to joining Kustomer, Gabe was the VP of Marketing for XANT (formerly InsideSales.com) where he helped create the sales acceleration category and grow the company from six to nearly one-hundred million in revenue. Gabe oversaw the brand transformation, establishing XANT as an industry thought leader, and pioneering a new enterprise go-to-market motion.

    If Gabe is not creating marketing strategies, partnering with sales people to close a deal, producing content to build pipeline, or pioneering new marketing and sales approaches, you’ll find him at home playing with his four boys, at the nearest karaoke bar pretending he’s on America’s Got Talent, or at the gym playing basketball like he’s still in high school.

    Follow Gabe Larsen on LinkedIn: www.linkedin.com/in/gabelarsen/
    Follow Gabe Larsen on Twitter: @GabeLarsen
    Listen to Gabe's Podcast here: www.kustomer.com/blog/category/podcast/

    Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/
    Follow Worthix on Twitter: @worthix
     
    Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
    Follow Mary Drumond on Twitter: @drumondmary

    • 45 min
    S5E11: Becky Roemen - Contact Centers are Untapped CX Value Centers

    S5E11: Becky Roemen - Contact Centers are Untapped CX Value Centers

    Becky Roemen is an experienced Customer Experience transformation strategist with demonstrated success and thought leadership. Her innate passion for the delivery of digital transformation & disruptive business technologies is married with her marketing and business strategy background. She serves as a thought leader in the Customer Experience and Disruptive Technologies space, backed by several industry publications and certifications.

    Expertise in both technology and marketing give way to refined capabilities in developing and implementing a transformational customer experience strategy that provides value and drives customer loyalty. She's a trusted industry voice for guidance on emerging contact center channels and technologies, and has been recognized as a Top 50 Customer Experience Industry Thought Leader by ICMI.

    Follow Becky on LinkedIn: https://www.linkedin.com/in/becky-roemen/
    Follow Becky on Twitter: @BeckyRoemen

    Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/
    Follow Worthix on Twitter: @worthix
     
    Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
    Follow Mary Drumond on Twitter: @drumondmary

    • 38 min
    S5E10: Brian Lamar - Survey Fatigue and How to Fix It

    S5E10: Brian Lamar - Survey Fatigue and How to Fix It

    Brian is currently VP of Insights at EMI Research Solutions, where his role is understanding the sample landscape and best practices. He designs, analyzes and presents a research on research study of the sample providers, keeps up with trends and innovation in the industry and has developed a product to help consistency.

    He has a passion around best practices and quality and assisting companies making the best business decision possible. He has spent the past 7 years developing a unique understanding of the online quantitative sampling landscape, analyzing my own internal research to help our clients reduce sample bias and determine the ideal sampling plan. He also hosts a marketing research podcast, Intellicast and has a bulldog named Bonnie.

    Follow Brian Lamar on LinkedIn: www.linkedin.com/in/brian-lamar/ 
    Follow @EMI_Research on Twitter: twitter.com/emi_research
    Listen to Brian's podcast, Intellicast here.

    Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/
    Follow Worthix on Twitter: @worthix
     
    Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
    Follow Mary Drumond on Twitter: @drumondmary

    • 37 min
    S5E9: Thales Teixeira - Products Don't Disrupt Markets; Customers Do

    S5E9: Thales Teixeira - Products Don't Disrupt Markets; Customers Do

    Prof. Thales Teixeira is the co-founder of digital disruption consultancy Decoupling.co. Previously, he was the Lumry Family Associate Professor at Harvard Business School, where he taught for 10 years. His two primary domains of research constitute Digital Disruption and The Economics of Attention. 

    He has also been an expert reviewer for the US Food and Drug Administration under President Barack Obama. And he is one of the current judges of CNBC’s Disruptor 50 most innovative startups. He has consulted or advised top executives of over 15 of the Fortune 100 companies.

    Follow Thales on LinkedIn: www.linkedin.com/in/thales-teixeira
    Follow Thales of Twitter: @ThalesHBS

    Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/
    Follow Worthix on Twitter: @worthix

    Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
    Follow Mary Drumond on Twitter: @drumondmary

    Buy Thales' book Unlocking the Customer Value Chain here.

    • 39 min
    S5E8: Brian Carlson - When Patient Experience Meets Quality of Care

    S5E8: Brian Carlson - When Patient Experience Meets Quality of Care

    Currently serve as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago.

    In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting, Physician Liaison and Center for EMS Excellence. Strategically he advises on institutional goals, employee engagement, culture, and patient engagement programs, including online patient portal My Health at Vanderbilt.

    Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/
    Follow Worthix on Twitter: @worthix
     
    Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
    Follow Mary Drumond on Twitter: @drumondmary

    Follow Brian on LinkedIn: www.linkedin.com/in/brianrcarlson-nashville/

    • 32 min
    S5E7: Dr. Gleb Tsipursky - Never Go With Your Gut

    S5E7: Dr. Gleb Tsipursky - Never Go With Your Gut

    Known as the Disaster Avoidance Expert, Dr. Gleb Tsipursky is on a mission to protect leaders from dangerous judgment errors known as cognitive biases by developing the most effective decision-making strategies.

    He has over two decades of consulting, coaching, and training experience as CEO of Disaster Avoidance Experts, and over 15 years of experience in academia as a cognitive neuroscientist and behavioral economist. Dr. Tsipursky writes for Inc. Magazine, Time, Scientific American, Fast Company, and Psychology Today. A best-selling author, his new book is Never Go With Your Gut: How Pioneering Leaders Make the Best Decisions and Avoid Business Disasters.

    Follow Dr. Gleb Tsipursky on LinkedIn: linkedin.com/in/dr-gleb-tsipursky/
    Follow Dr. Gleb Tsipursky on Twitter: @Gleb_Tsipursky

    Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/
    Follow Worthix on Twitter: @worthix

    Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
    Follow Mary Drumond on Twitter: @drumondmary

    Buy Never Go With Your Gut here: https://www.amazon.com/Never-Your-Gut-Pioneering-Decisions/dp/1632651629

    • 31 min

Customer Reviews

5.0 out of 5
20 Ratings

20 Ratings

Guicerqueira ,

Great growth!

It was great to co-host this podcast at its infancy and great to see how much it’s grown! Good job!

CX Newbie ,

Great CX podcast for beginners

I recently got a job in the CX realm, and I was completely knew to the whole concept. This podcast is super helpful in helping me get a grip on all of the trends, top voices, fails, and everything else. Especially since I’m in a role where I have to act as a commentator on CX topics, this podcast has been amazing to give me some great talking points and knowledge to back up the conversations that I have. And the conversations are usually really fun and engaging

Atlplay3455 ,

Good insights of Cx

I’m new to the idea of customer experience. This podcast is a great way to be introduced to the subject. Podcast guests are very knowledgeable. I have suggested it to all my co-workers.

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