Science Of CX Episodes

In this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.

Steve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed...

In this episode, Steve Pappas and BrandonTidd discuss where Sales, Marketing and CX meet in a "hub" around the Customer.

In this episode, Steve Pappas discusses with Steve Salisbury, how to look to your employees to foster positive change around CX, how to enagege the resistors and create Active Leadership Models in your business.

In this Special Edition Episode, Steve talks with Valerie McSorley, a 25 year veteran event organizer in the Contact Center and CX Space. They discuss the need for a wholesale pivot from the pre-COVID conferences to something...

Steve interviews, Mark Smith, Ph.D, President of Kitewheel, a Boston-based Customer Journey Orchestration Hub for managing customer journeys across all business channels.

Steve's guest today is Jill Raff, as she dscusses how she began understanding Ray Kroc's CX approach when her Dad bought a McDonalds franchise. She has evolved that methodology throughout her career as she speaks and does wor...

This week Steve and Angela welcome CX thought leader, coach, keynote speaker, and author Annette Franz, to talk about designing a customer-centric culture.

This week Steve talks with Leslie O'Flahavan, owner of consulting company E-WRITE, about training our customer service reps to be great writers.

This week Steve talks with Dennis Gershowitz, Principal of DG Associates, about journey mapping the customer experience.

On this episode Steve welcomes Bradly Sax, director of customer experience and operational excellence practices for Delaware North, about walking the guest path.

This week Steve and Angela talk with Derrick Ricca, a 25-year veteran of the hospitality industry, about providing transparent service to customers.

In this episode of the Steve & Angela talk with Colin Crowley, award-winning playwright & VP of Customer Experience at Freshly, about finding the voice of the customer.

This week Steve talks with Jim Sinur, independent thought-leader and CEO of Flueresque, about how automation and new technologies can play a role in improving customer service.

Steve welcomes Martha Brooke, founder of Interaction Metrics & Certified Customer Experience Professional, for a deep dive into customer listening and research intelligence.

This week Steve & Angela welcome UX research pioneer and Bentley University User Experience Center Executive Director Bill Albert to discuss improving CX and usability across all channels.

This week Steve & Angela welcome renowned author, futurist, and speaker Tom Koulopoulos to the Science of CX to talk about reimagining our healthcare industry. Learn more about Tom at http://tkspeaks.com/

As the country prepares to reopen, Angela and Steve look at new consumer expectations and how businesses can use good CX practices to exceed them.

In this week's episode Steve gives an overview of Panviva's latest eBook 'Build a Better CX', showcasing some of the top CX influencers in the industry.

This week Steve and Angela discuss the disruption of the food service industry and examine some ways local businesses have been handling the curbside customer experience.

This week Steve welcomes our new co-host Angela Simpson and her 25+ years of healthcare experience to the Science of CX. In their first episode together, they discuss tips for managing a productive remote workforce.

This week Steve interviews Luke Jamieson of Playfulli to talk about how we can use gamification and microlearning to engage teams while working remotely.

In this episode Steve addresses the alarming statistic that only 53% of employees feel engaged at work, and also gives a few helpful tips for how your organization can improve employee engagement with great CX.

In a new series investigating how COVID-19 is changing the healthcare landscape, Steve talks with NH-based physical therapist Dr. Brett Ashenfelter.