11 podcasts to keep your CX game sharp
Tune in to fine tune your strategy with CX Network’s round-up of the most original and educational CX podcasts
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In a little over 20 years the humble podcast has exploded in popularity and in the world of CX, there is no shortage of expert voices sharing their tips and tricks with the world.
In this article, CX Network presents its selection of some of the most original and popular podcasts to help you fine tune your CX strategy, along with their unique selling points.
Experience Action with Jeannie Walters
USP: A 21st century radio phone-in for CX practitioners
As a TED speaker and the former co-host of Crack the Customer Code Jeannie Walters is no stranger to the spotlight. Her newest concept has seen her reinvent the radio phone-in to tackle some of the biggest questions in CX.
During a typical episode, Walters asks listeners to leave a voicemail of their CX-related question, which she then addresses. So far, she has provided answers for how to define value creation from CX, evaluating progress in CX and how to get leadership or executive sponsorship for CX initiatives.
The CX Goalkeeper Podcast
USP: Weekly business insights on CX issues
The passion project of Gregorio Uglioni, CX Goalkeeper promises smart discussions on CX, transformation and leadership. As a former Accenture exec and the current head of business transformation at the Cantonal Hospital of Winterthur in Switzerland, Uglioni has a wealth of experience to draw on and here he puts it to great use.
Episodes air weekly and guests have included James Dodkins, Chip Bell, Colin Shaw and Jeannie Walters. Within the format, Uglioni runs miniseries on emerging topics, such as Approaching the Metaverse, which he tackled with Steven Van Belleghem, Anna Noakes Schulze, Pasquale Borriello and Andrea Ciulu.
Listen to The CX Goalkeeper Podcast
The Doing CX Right Podcast with Stacy Sherman
USP: Outstanding guest line-ups from the CX community
On a mission to educate the global CX community, Stacy Sherman’s interview-based podcast launched in August 2021 with a one-to-one with Shep Hyken. Since then, Sherman has spoken to some of the biggest CX personalities including analysts from Bain & Co, Qualtrics, Deloitte and Forrester; and CX practitioners from Zappos and Pfizer.
There are personal stories, too. Sherman released a special episode featuring leadership lessons from her mom, who was one of the first female options traders on Wall Street. Each episode provides actionable tips so listeners can gain a competitive advantage and thrive in their work.
RELATED CONTENT: Breathe life into your commute with these powerful CX podcasts
The CX Tipping Point
USP: CX for the public sector
Bringing public sector leaders in the US the insight they need, this podcast from Dorris Consulting International covers the usual customer data, omnichannel and contact center topics, but in the context of the taxpayer experience, veteran services, federal student support and healthcare.
In the creators’ own words, this podcast is about increasing awareness around how CX can improve the delivery of government services and bring key learnings from the private sector to the public. It’s a pertinent topic as governments and local authorities digitalize and drive efficiencies while handling more information and requests than ever before.
Listen to The CX Tipping point
Inspiring Women in CX
USP: Powered by women for women
Produced by the all-female professional network Women in CX, the Inspiring Women in CX podcast brings a fresh approach to career talk by allowing guests to share deeply personal stories alongside their business wins.
Hosted by Clare Muscutt, the podcast has covered infertility and customer-led transformation, front-line service and workplace bullying, and EX and mompreneurship. While the podcast is free for anybody to listen to, listeners who enjoy it can also sign up to become Inner Circle members.
Listen to Inspiring Women in CX
Customer Experience Leaders
USP: Great content to address timeless CX questions
The Customer Experience Leaders podcast ran from 2017 to 2020, but every episode remains incredibly relevant. The series kicked off with an interview with Ray Gillenwater, former MD of Blackberry Australia and New Zealand, and went on to feature a number of other big names from Australian business, hospitality and retail.
This podcast, however, was always more about topic than personality. Hosts Adam Jaffrey and Michael Momsen covered everything from CX failures to stories of how to boost NPS by 126 points in nine months. The episodes are still available and include A 101 guide to storytelling in business, Why Hubspot killed the sales funnel and Employees come first.
Listen to Customer Experience Leaders
Punk CX
USP: Almost 500 interviews featuring CX VIPs
An extension of his consultancy of the same name, Punk CX the podcast sees host Adrian Swinscoe hold a microphone to entrepreneurs, leaders, solution providers and authors and ask them how to stand out in the worlds of CX and service.
There are many draws to this one – Swinscoe’s interview style and analytical approach certainly make for great listening, but it’s also worth mentioning the Punk CX series is nearing its 500th interview.
Experience This!
USP: Quick-hit segments and clear takeaways
Built on real life experience, CX stories and tips, Experience This! sees Joey Coleman and Dan Gingiss collaborate on a near weekly basis to produce a podcast that consistently receives five-star reviews. It has also been featured as a top CX podcast by a number of publications.
The show promises an upbeat and entertaining take on the core values of CX from both the business and consumer perspectives, and it does not disappoint. Whether it’s an established CX bugbear such as complex health insurance, the importance of product labels in customer experience, or emerging trends like ChatGPT, Experience This! has it covered. There are also some pretty snappy episode names – Condiments, Content and Connections anyone?
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The Human Duct Tape Show
USP: Leadership practices from C-suite CX’ers
Rocking what is possibly the best ever name for a podcast, this series from Customer Bliss founder Jeanne Bliss has already featured on a number of CX podcast roundups. Bliss doesn’t just profile brands, this podcast is all about leadership and so far, she has welcomed authors, public servants and even a doctor of neuroscience.
Bliss has built up such an extensive bank of episodes, you can search them using a drop-down topic menu. And on the name? Bliss says the CCO, CMO and CXO all act as the “human duct tape” of their organizations and that the role of her show is to “illuminate the practices of great CX leaders”.
Listen to The Human Duct Tape Show
Amazing Business Radio with Shep Hyken
USP: One part of a multimedia CX empire
Bringing his skills as a speaker and wordsmith to the airwaves, Shep Hyken’s podcast is all about practical advice on key topics, delivered by those who truly understand CX. As one of the most well-connected people in experience management, Hyken’s guest line-up does not disappoint and he has welcomed a diverse line-up, from B2B and B2C CX practitioners to TEDx speakers and authors.
Amazing Business Radio, however, is just one part of Hyken’s one-man multimedia CX empire. In addition to his podcasts, books and keynotes, Hyken hosts a TV show, Be Amazing or Go Home, meaning CX practitioners can benefit from his insights on any platform.
Listen to Amazing Business Radio
Experience Matters
USP: Three steps to CX success
Hosted by Nate Brown, the recently launched Experience Matters takes a three-step approach to sharing the inside track on CX.
Each episode looks at one challenge, talks to two experts and offers three solutions for listeners to implement. While it has featured a few solution providers, Brown’s line-up of CX experts generally focuses on those who work for major brands and organizations such as Experian, Hit Factor and DICK’s Sporting Goods.
