The Tom and Bob Show
62 episodes - English - Latest episode: about 2 years ago -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.
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Episodes
Tricia Houston - Founder and COO, The ExperienceBuilt Group (formerly MMR LIVE)
May 20, 2022 13:17 - 28 minutes - 24.8 MBIn 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.
Leo Chan - Chief Innovation & Creativity Officer - Abound Innovation Inc
March 29, 2022 09:00 - 30 minutes - 25.5 MBLeo 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.
Debra Roberts - The Relationship Protocol
November 30, 2021 10:00 - 38 minutes - 53.1 MBDebra 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.
Enza Sleva: Enza's Rant - Episode 1
November 16, 2021 20:32 - 34 minutes - 46.7 MBEnza 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.
CXM 360 Special: Steven Carleton and Bradley Kruger
October 26, 2021 09:00 - 21 minutes - 29.2 MBSteven 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.
Vivian Phillips Husband, SVP - Contact Center, Wells Fargo
October 05, 2021 09:00 - 25 minutes - 35.3 MBVivian 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.
Rob LoCascio, Founder and CEO of LivePerson
September 28, 2021 09:00 - 20 minutes - 28.5 MBThe 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.
Andy Haas, Service Transformation Leader - Deloitte Digital
September 21, 2021 09:00 - 30 minutes - 42.4 MBAndy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery.
Andy Haas, Managing Director - Service Excellence Marketing Offering Leader - Deloitte Consulting
September 21, 2021 09:00 - 30 minutes - 42.4 MBAndy Haas joins the show to discuss the concept of 'right channeling' and the role it plays in effective service delivery.
Eckhart Boehme, Founder and Managing Director - Unipro Solutions (Part 2)
September 07, 2021 09:00 - 33 minutes - 46.5 MBIn 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.
Eckhart Boehme, Founder and Managing Director - Unipro Solutions (Part 1)
August 31, 2021 09:00 - 28 minutes - 39.2 MBWhile 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.
Tribute to David Robbins, VP - Client Consulting, Gongos
August 24, 2021 09:00 - 31 minutes - 43.4 MBThis 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.
Dan Mohnke - Vice President, eCommerce - Nissan Motor Corporation (USA)
August 17, 2021 05:00 - 28 minutes - 39.1 MBDan 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
Dan Mohnke - Vice President, eCommerce - Nissan Motor Company (USA)
August 17, 2021 05:00 - 28 minutes - 39.1 MBDan 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
Mark Hamill, Co-Founder and CEO - Arcet Global
August 04, 2021 12:14 - 26 minutes - 18.1 MBMark 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
Chantel Botha, CEO, BrandLove Customer Experience
July 20, 2021 09:00 - 29 minutes - 21.6 MBChantel 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.
Chantel Botha, COO, Brandlove Customer Experience
July 20, 2021 09:00 - 29 minutes - 21.6 MBChantel 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.
Allastair Meffen, VP Customer Experience - Definitive Healthcare
July 13, 2021 09:00 - 22 minutes - 17.1 MBAllastair 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.
Kevin Budelmann - Founder and President, People Design
July 06, 2021 09:00 - 26 minutes - 21.1 MBTom 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.
Fiona Moss - Head of CX Global Analytics Team, Ipsos
June 30, 2021 09:00 - 29 minutes - 26.4 MBFiona 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
Lisa Schmidt - Principal, Worksphere Consulting
June 22, 2021 09:00 - 36 minutes - 26.4 MBLisa 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.
Jeannie Votaw - Senior Strategy and Implementation Manager and Sam Herzing - Strategy and Implementation Lead, Gongos Inc.
June 15, 2021 12:38 - 37 minutes - 28.9 MBJeannie 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.
David Robbins, Vice President - Client Consulting, Gongos Inc.
June 08, 2021 15:18 - 30 minutes - 26.8 MBDavid 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 ...
Mary Poppen, Chief Customer Officer - Glint at LinkedIn
June 01, 2021 22:16 - 26 minutes - 23.9 MBMary joins Tom and Bob on the show to discuss what Glint is all about, how Glint defines employee engagement, why CX practitioners should be concerned about employee engagement, and the strategies they can employ to create more highly engaged employees within their own organizations.
Steven Carleton, Vice President - Customer Experience, Premera Blue Cross
May 19, 2021 11:56 - 28 minutes - 25.8 MBSteven Carleton joins Tom and Bob on the show to discuss his evolving career in customer experience management, including the creation of the CX function at eBay, and the lessons he has learned along the way.
Dana Macek, CX Strategy and Transformation Manager, Ford Motor Company
May 11, 2021 15:27 - 31 minutes - 23.4 MBDana joins Tom and Bob to discuss the importance of employee engagement to the success of the customer experience, as well as how it's measured and used at Ford Motor Company to help drive customer experience strategy and organizational transformation.
David Mingle, VP and Global Practice Head - Customer Experience, Reputation
May 04, 2021 20:52 - 18 minutes - 16.8 MBDavid Mingle, the VP and Global Practice Head - Customer Experience, with Reputation joins Tom and Bob on the Show to discuss similarities and differences in how their clients in different industries approach customer experience management and the extent to which Reputation relies on computer automation to understand the customer. #customerexperiencemanagement #customerinsights
Jake Lestan, Senior Director - Community Engagement
April 27, 2021 15:57 - 33 minutes - 27.6 MBJake Lestan joins Tom and Bob to discuss his role at Valvoline and the evolvement of customer experience management within Valvoline's retail operations.
Lee Jelenic - Chief Innovation Officer, United Wholesale Mortgage
April 19, 2021 11:46 - 26 minutes - 22.5 MBLee joins the show to discuss the role of the Chief Innovation Officer at United Wholesale Mortgage (UWM), the UWM CX function, and how skills he developed at Ford Motor Company are in evidence in his work at UWM.
Justin Neale - VP, Customer Experience - NAVBLUE
April 06, 2021 16:55 - 28 minutes - 21.9 MBJustin Neale joins Tom & Bob on the show to discuss the CX function at NAVBLUE, the challenges facing the airline industry due to COVID, and some of the long-term changes to the customer experience in the airline industry due to COVID.
Lou Carbone - Introduces His New Podcast Show
March 15, 2021 20:47 - 22 minutes - 20.6 MBIn this episode of the Tom and Bob Show, CX pioneer Lou Carbone his upcoming podcast show, including his motivation for hosting it and the type of content that listeners can expect.
Austin Brock, CX Training Manager - Altice USA
February 25, 2021 17:43 - 30 minutes - 29.3 MBJoin Tom and Bob as they discuss the importance of culture change to successful customer experience management with Austin Brock, an expert in developing and delivering the best training practices to move organizational mindset and improve culture overall.
Nancy Flowers - VP Member Experience, Hagerty
January 31, 2021 15:18 - 28 minutes - 26.7 MBJoin Tom and Bob as they discuss the customer experience function at Hagerty, the unique view and personification of their customers, and the steps they take to create a customer-centric culture within the organization.
Laurel Stanley - Global Manager of User Experience, Steelcase
December 08, 2020 15:40 - 26 minutes - 24.4 MBLaurel Stanley joins Bob and Tom on the show to discuss how UX and CX work together to make Steelcase successful, what a career path in CX looks like at Steelcase, and how Steelcase is responding with CX to a changing workplace due to COVID 19.
Duncan James - Chief Growth Officer and Owner, Point B
December 02, 2020 12:14 - 20 minutes - 19 MBDuncan joins Tom and Bob on the show to discuss what Point B's clients are looking for in improving CX and the emerging trends in customer experience management.
Eugene Murphy - CEO, Indeemo
November 19, 2020 20:03 - 17 minutes - 14.3 MBEugene Murphy, CEO of Indeemo, joins Tom and Bob to discuss a unique approach to consumer research, Indeemo's mobile ethnography platform, as well as its implications for omnichannel experience delivery.
Lisa Whalen - Managing Director, The Harris Poll
November 09, 2020 11:25 - 21 minutes - 16.6 MBLisa Whalen, Managing Director of The Harris Poll, joins Tom and Bob on the show to discuss the status of the auto industry and changing consumer decision making during the COVID crisis.
Dennis Ephlin - Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence
October 19, 2020 11:40 - 21 minutes - 16.1 MBDennis Ephlin, Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence, joins Tom and Bob for an interesting discussion about the evolvement of brand management and customer experience management in the automotive industry.
Tchicaya Robertson - New Podcaster on CX of M Radio
October 11, 2020 17:28 - 26 minutes - 23.6 MBIn this episode of the Tom and Bob Show, the hosts interview Tchicaya Robertson, who will be joining the CX of M Radio network with her own show. Tchicaya discusses her motivation behind the creation of the show, what listeners and expect, and Tchicaya's work in empowerment.
Special CX Day Broadcast
October 06, 2020 16:13 - 19 minutes - 17.5 MBIn this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio network.
Rhonda Byer: Senior National Sales Director Partner - Primerica
September 28, 2020 13:46 - 36 minutes - 33.3 MBRhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica.
deBBie akwara - Principal Consultant, Niche Customer Experience Consulting Firm
September 20, 2020 06:34 - 26 minutes - 20.7 MBdeBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there.
Ian Williams - Managing Director, Jericho
September 13, 2020 23:52 - 27 minutes - 21.8 MBIan Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry.
Stacy Sherman - Director of Customer Experience, Schindler Elevator Corporation
September 06, 2020 22:42 - 24 minutes - 18.8 MBStacy Sherman, Director of Customer Experience with the Schindler Elevator Company, and founder of DoingCXRight (www.DoingCXRight.com) joins Tom and Bob to discuss CX leadership lessons to humanize your business as well as insights into the philosophy of the CX function at Schindler Elevator Corporation.
Darren David - Founder and CEO of Freetouch and Stimulant
August 30, 2020 17:14 - 29 minutes - 25.4 MBDarren David, Founder and CEO of Freetouch and Stimulant, joins Tom and Bob to discuss the advent of the touchless retail environment during the COVID crisis and how it's proven to be the genesis behind his latest endeavor, Freetouch, an application that allows consumers to interact digitally with shared touchscreens from any smartphone.
Bill Staikos - Head of Customer Experience, Freddie Mac - Host, Be Customer Led
August 23, 2020 18:20 - 27 minutes - 22.1 MBThe host of Be Customer Led, Bill Staikos joins the show to discuss what led to the start of his podcast, his focus on both the customer and the employee experience, and the role of leadership in shaping a customer-centric culture.
Lou Carbone - Owner and Founder - Experience Engineering
August 16, 2020 14:17 - 33 minutes - 25.6 MBLou Carbone is one of the pioneers in CX, having focused on CX for over 30 years. Lou talks about the key concept of Clues - and the power of unconscious thought on loyalty and preference. Lou gives a number of examples of how companies have worked to improve humanic, functional, and mechanical clues to improve CX.
Human-centered Design in a Time of Crisis: Kevin Budelmann - President - People Design
August 11, 2020 17:00 - 24 minutes - 21.5 MBTom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin talks about the importance of human-centered design and its particular importance during the Covid crisis.
Careers in CX: Scott Watkins - Business Intelligence Executive - Michigan Virtual
August 03, 2020 06:47 - 24 minutes - 18.3 MBOn this episode, Tom and Bob talk to Scott Watkins, Business Intelligence Executive with Michigan Virtual, about the customer experience in the field of online education.
Scott Watkins - Business Intelligence Executive - Michigan Virtual
August 03, 2020 06:47 - 24 minutes - 18.3 MBOn this episode, Tom and Bob talk to Scott Watkins, Business Intelligence Executive with Michigan Virtual, about the customer experience in the field of online education.