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
Careers in CX: Tobin Williams - Executive Director, Customer Experience and Digital Operations - Consumer's Energy
July 25, 2020 19:47 - 27 minutes - 24.5 MBTobin Williams, Executive Director, Customer Experience and Digital Operations with Consumers Energy joing Tom and Bob on the show to discuss the CX management function at Consumers Energy, his role with the organizations, and the makeup of the CX team.
Careers in CX: Nadira Kharmai - CX Product Owner Lead - Priority Health
July 18, 2020 06:00 - 32 minutes - 28.6 MBNadira Kharmai joins Tom and Bob on the show to discuss the CX management function at Priority Health, her role as CX Product Owner Lead, and the roles of others on her CX team.
Careers in CX: Serena Riley - Director of Customer Experience - Llamasoft
July 12, 2020 18:55 - 24 minutes - 21.6 MBSerena Riley - Director of Customer Experience with Llamasoft - joins Tom and Bob in the first episode of a series on careers in CX. Serena describes her role and that of the customer experience team at Llamasoft, a supply chain management software company.
Dr. Angela Hall - Associate Director for Graduate Programs in the School of Human Resources and Labor Relations at Michigan State University
June 27, 2020 06:00 - 24 minutes - 21.2 MBDr. Angela Hall covers returning to the workplace, post-Corona, and the impact of Black Lives Matter. We talk about how to put enduring systems in place in the organization to make sure employess are safe, healthy, and decreasing discrimination in the workplace.
Keith Instone - Founder - Dexterity User Experience
June 20, 2020 06:00 - 31 minutes - 28.7 MBKeith Instone joins the show to discuss the nuances between types of users organizations need to engage with, and about the differences between UX and CX. We talk about how the pandemic has changed the way we work and the implications for the upcoming new normal.
Brittany Palubiski - Assistant Director - Global Culture Transformation - General Motors
June 13, 2020 06:00 - 26 minutes - 21.4 MBBrittany describes her role in driving culture change at General Motors and the role that customer experience and design thinking play in that process.
Wally Wasilewski - CRM/ERP Consultant - Velosio/EHTC
June 06, 2020 06:00 - 25 minutes - 21.2 MBWith a wealth of experience in the contact center field, Wally Wasilewski discusses how customer relationship management tools can become an organizations secret weapon for customer service and the customer experience.
Darren Hood - Senior User Experience Designer - United Wholesale Mortgage
May 30, 2020 06:00 - 22 minutes - 17.8 MBThe consummate UX professional and outspoken advocate for the collaboration between UX and CX professionals, Darren discusses what user experience design means to him and what we can expect of his new podcast show, The World of UX.
Tim Todish - Vice President - User Experience - Blue Flame Thinking
May 23, 2020 06:00 - 32 minutes - 29.6 MBIn this episode, Tom and Bob discuss linking the online experience with the offline experience with Tim Todish, Vice President of User Experience for Blue Flame Thinking.
Nick Glimsdahl - Director - Contact Center Solutions - VDS
May 16, 2020 06:00 - 30 minutes - 29.2 MBIn this episode, Tom and Bob discuss the four steps to create a CX strategy with Nick Glimsdahl, Director of Contact Center Solutions with VDS. More information about Nick's CX strategy formula can be found on the CX of M Blog at blog.cxofm.org
Dave Fish - Founder and CEO - CuriosityCX
May 09, 2020 22:00 - 35 minutes - 28.6 MBDave Fish, Ph.D., founder and CEO of CuriosityCX stops by to reflect on his career in CX and discuss a series of events and the customer experience management lessons learned upon the death of his father. The discussion helps to illustrate the situational factors that organizations need to be aware of and respond to when designing customer experiences, as well as the importance of empathy in the design process.
Laura Lawson - Chief People Officer - United Shore
May 02, 2020 20:09 - 37 minutes - 31.4 MBCX of M: www.cxofm.org