June 7, 2018
32 min
Establishing A Customer Journey Strategy With Annette Franz
In this episode of the CX Show, we speak with Annette Franz, Founder and CEO at CX Journey, Inc, about laying the groundwork for a successful customer experience strategy.
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May 3, 2018
• 46 min
The Wallet Allocation Rule With Luke Williams
On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Luke Williams, head of customer experience at Qualtrics and author of “The Wallet Allocation Rule: Winning the Battle for Share”, which details a breakthrough...
APRIL 11, 2018
• 50 min
How to Offer Amazing Customer Service with Shep Hyken
In this episode of the CX Show, we speak with Shep Hyken, Chief Amazement Officer at Shepard Presentations, about delivering an amazing customer service experience.
MARCH 29, 2018
• 42 min
Customer Experience Enablement with Lynn Hunsaker
In this episode of the CX Show, we speak with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, about organizational changes that need to take place before a change can be made to the customer experience.
MARCH 8, 2018
• 39 MIN
Customer Journey Mapping with Jim Tincher
In this episode of the CX Show, we talk to Jim Tincher, Journey Mapper-In-Chief at Heart of the Customer, about customer journey mapping and the importance of identifying and eliminating friction and pain points along the journey.
FEBRUARY 22, 2018
• 42 min
Putting the Customer First at Boll & Branch
In this episode of the CX Show, we talk to Scott Tannen, Founder & CEO of Boll & Branch, about customer experience and how he's been able to grow the company by placing the customer and the company's ethical practices front and center.
JANUARY 25, 2018
• 48 min
Understanding Voice of the Customer with Ernan Roman
In this episode, we talk to Ernan Roman about leveraging the voice of the customer to improve the customer experience. In particular, we’ll spend time digging into Ernan’s work with MassMutual and how their customers ended up influencing their marketing.
FEBRUARY 8, 2018
• 47 min
Gaining Insight from Customer Journey Mapping
In this episode of CX Insider, we talk to Kerri Nelson, Founder & CEO of CustomersFirst Now, about how customer journey mapping can really serve as a vital exercise for improving the customer experience.
OCTOBER 17, 2017
• 32 min
Building Customer Experience Through Design Thinking at Northern Trust
SaleMove Co-Founder and CEO, Dan Michaeli, talks to Scott Dille of Northern Trust. In this episode, we'll learn how a workshop at IDEO brought Design Thinking to Northern Trust and helped reshape the bank's customer experience.
SEPTEMBER 20, 2017
• 22 min
A Discussion on Conversational AI
SaleMove Co-Founder and COO, Justin DiPietro talks about Artificial Intelligence and a framework for how companies should leverage conversation AI to rollout chatbots. Justin also takes a step back to provide an explanation of AI and discusses where the technology is today.
AUGUST 11, 2017
• 27 min
Building a Customer-Obsessed Culture at Kustomer
SaleMove CEO Dan Michaeli chats with Rob Bailey, COO at Kustomer, about building a customer-obsessed culture. Rob also talks about why he feels customer experience is becoming the new marketing.
MAY 19, 2017
• 26 min
Understanding What Customers Really Want
SaleMove CEO Dan Michaeli chats with Seth Hall, SVP of Customer Service at Philadelphia Insurance Companies, about building a customer-centric support organization using Voice of the Customer. Seth also talks about a common customer support metric that has taken a back seat in his org.
MARCH 16, 2017
• 40 min
Balancing Bots & Humans
SaleMove CEO Dan Michaeli chats with Teron Douglas, Head of Platforms at Bank of America, about the unique challenges faced by Financial Services companies in delivering a top-notch customer experience. We also discuss how bots can be leveraged to move customers towards a real human interaction.
FEBRUARY 24, 2017
• 41 min
Tackling Customer Experience Challenges in the Insurance Industry
SaleMove CEO Dan Michaeli chats with influential thought-leader, Steve Anderson, about the unique customer experience challenges currently being faced by the Insurance industry. We also discuss the role that AI can play and the importance of keeping the human element in the customer journey.
JANUARY 20, 2017
• 37 min
Getting to Why and the Importance of Customer Advocacy
SaleMove CEO Dan Michaeli chats with Noah Weiner, VP of Client Strategy at Be Found Online (BFO), about the importance of customer advocacy and how getting to why helped Seacoast Bank grow.
DECEMBER 7, 2016
• 43 min
Reinventing Customer Service at BaubleBar
SaleMove CEO Dan Michaeli chats with Nina Alexander-Hurst, VP of Customer Service & SWAT at BaubleBar, about a whole new way to think about and deliver customer service.
NOVEMBER 14, 2016
• 18 min
Ashish Jain, Director of Digital & E-Commerce at BayCare Health Systems
SaleMove CEO Dan Michaeli chats with Ashish Jain about creating a true omni-channel customer experience.
NOVEMBER 14, 2016
• 34 min
Stacey Giard, Chief Operating Officer at Tola Capital
SaleMove CEO Dan Michaeli chats with Stacey Giard about marketing's role in the customer experience.
November 7, 2016
• 42 MIN
How Brooks Brothers Arms Their Employees with Data to Improve the Customer Experience
SaleMove CEO Dan Michaeli chats with Karl Haller, Retail and Consumer Products Center of Competence Leader at IBM, about leveraging data to empower individual store manager to deliver a top-notch customer experience during his time at Brooks Brothers.