The Delighted Customers Podcast with Mark Slatin

# 117 From Harvard to CX Excellence: Lessons from the Classroom

Jan. 2, 2025

27:15

#116 ACSI Insights: Linking Satisfaction to Business Outcomes with Forrest Morgeson, PhD

Dec. 26, 2024

37:47

#115 From Speedometers to Engines: Transforming CX with Tom DeVries

Dec. 19, 2024

30:35

#114 Mastering Change by Building Stakeholder Relationships

Dec. 12, 2024

36:23

#113 Enhancing Customer Satisfaction: Microsoft's UX Strategies

Dec. 5, 2024

32:44

#112 Delivering on Customer Expectations at Experian with Tanya Thomas, CCXP

Nov. 28, 2024

26:17

#111 Lessons from the "FIGS Love" Initiative and Beyond

Nov. 21, 2024

36:11

#110 Why Your Survey Scores May Be Misleading

Nov. 14, 2024

32:18

#109 Strategies to Measure and Prove the Value of Customer Experience Investments

Nov. 7, 2024

28:49

#108 The 'Web of Data': Enhancing CX through Effective Data Integration

Oct. 31, 2024

39:18

#107 Strategy Meets CX: A Conversation with Seth Godin on 'This is Strategy'

Oct. 24, 2024

29:19

#106: Avoiding the Metric-Centric Trap

Oct. 17, 2024

27:18

#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care

Oct. 10, 2024

36:04

#104: Common Barriers to CX Success and How to Overcome Them

Oct. 3, 2024

28:04

#103: Using Data Visualization to Get Executive Buy-In

Sept. 26, 2024

29:45

#102: Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference

Sept. 19, 2024

47:20

#101: CX-PRO - Beyond the Basics: Book Review with the Editor

Sept. 9, 2024

23:56

#100: Watermark’s CX ROI Study: Proving Its Value to Executives and Skeptics

Sept. 5, 2024

38:33

#99: From Helping My Deaf Parents to Revolutionizing Customer Experience with AI

Aug. 29, 2024

37:31

#98: Trust in CX: Lessons from the Executive Assistant to Ronald Reagan

Aug. 22, 2024

41:24

#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience

Aug. 15, 2024

29:39

#96 Building a CX Culture: Everence Federal Credit Union CEO and President

Aug. 8, 2024

38:33

#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center

Aug. 1, 2024

37:02

#94: Improving Customer Loyalty through Martech and AI-Powered Solutions

July 25, 2024

36:09

#93: Driving Superior Customer Experience with AI and Digital Transformation

July 18, 2024

39:28

#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience

July 11, 2024

44:59

#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies

July 4, 2024

43:38

#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture

June 27, 2024

45:22

#89: Salesforce’s Approach to Customer Success, AI, & CX

June 20, 2024

44:04

#88: How Bilt Uses 3-D Instructions to Enrich Lives

June 13, 2024

33:18

#87: Empathy-Driven Leadership

June 6, 2024

38:50

#86: The Power of Social Identity on CX with Professor Gary David

May 30, 2024

40:12

#85: The Science of Brand Love

May 23, 2024

41:55

#84: Leading Change by Leveraging Trust with Charles H. Green

May 16, 2024

43:03

#83: Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak

May 9, 2024

45:12

#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX Amplified

May 2, 2024

40:36

#81: Strategies for making cx your growth engine

April 25, 2024

35:51

#80: Designing Experiences that drive loyalty

April 18, 2024

46:15

#79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic

April 11, 2024

43:32

#78: Three Keys to Driving Customer Advocates

April 4, 2024

33:16