From the conversation, please find links to the following content: Mazen's CMSWire Article: Converge Customer Experience and Digital to Thrive in 2021West Monroe's Quarterly Executive Poll - 2021 Q1West Monroe POV: The promise of agile, multidi

The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta

Sep 14th, 2020 35m 59s

For more information about Nick Mehta and his perspectives, please visit his website:https://www.mehtaphysical.com/Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Succes

Getting Back to Growth: A Conversation with Salesforce's Tiffani Bova

Aug 3rd, 2020 44m 43s

For more information about Tiffani Bova, please visit her website:http://tiffanibova.com/Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, includ

Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience

May 1st, 2020 20m 52s

For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information:WMP's Digital Transformation OfferingsPaul and Mike would

Best Practices to Enable Work-from-Home Customer Service Professionals

Apr 15th, 2020 20m 18s

For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:WMP's Customer Experience OfferingsPaul and Mike would love to he

Innovating on Customer Service and Cost Reduction in response to COVID-19

Apr 6th, 2020 19m 30s

Five Key Trends Bringing Customer Success and Customer Experience Together

Feb 27th, 2020 25m 43s

For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:Delivering on Customer SuccessPaul and Mike would love to hear your thoughts

Come Together: The Merging of Customer Experience and Customer Success

Feb 6th, 2020 24m 41s

Gazing into the CX Crystal Ball for 2020 Trends

Jan 16th, 2020 22m 50s

For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article: What to Expect From CX in 2020: 3 Accelerating Trends.Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at

Revisiting Our 2019 CX Trends Predictions

Dec 31st, 2019 17m 55s

As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link:Quantifying the ROI of Customer Exper

5 Strategies for Demonstrating the ROI of Customer Experience

Nov 14th, 2019 25m 39s

The survey outcomes and five strategies discussed can be found in Paul's latest research article available for download at the following link:Quantifying the ROI of Customer ExperienceIf you enjoyed this episode, please consider rating and revi

4 Ways to Scale and Operationalize Your Journey Efforts

Oct 10th, 2019 33m 10s

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.If you have any questions, suggestions, or would like to reach Mike and P

6 Key Voice of the Customer Trends

Sep 26th, 2019 20m 33s

The seven mindsets to reignite your VoC program mentioned are from Gary's recently released White Paper that is available at the following link for download:7 Mindsets to Revive Your Voice of the Customer (VOC) ProgramIf you enjoyed this epis

7 Mindsets to Revive Your Voice of the Customer (VOC) Program

Sep 5th, 2019 25m 51s

These seven mindsets are from Gary's recently released White Paper that is available at the following link for download:7 Mindsets to Revive Your Voice of the Customer (VOC) ProgramIf you enjoyed this episode, please consider rating and revie

Talking CX With Your CFO

Jul 18th, 2019 28m 25s

Please see Mazen's article in CMSWire describing West Monroe Partner's POV on this topic: How to Convince Your CFO to Invest in Customer Experience

Five Ways to Recession-Proof Your Business with Customer Experience

Jul 3rd, 2019 18m 53s

This episode is based on Paul Hagen's article on the same topic written for CMSWire: 5 Ways to Recession-Proof Your Business With Customer Experience .

An Interview with Kyle McSlarrow, Senior Vice President of CX Strategy and Journey Design for Comcast

Jun 20th, 2019 41m 14s

In this episode, Mike and Paul are joined by special guest Kyle McSlarrow, Senior Vice President of Customer Experience Strategy and Journey Design at Comcast. We discuss how CX is structured and operates within Comcast, how they use the NPS sy

Reaction to the Wall Street Journal's Article on NPS

Jun 5th, 2019 21m 11s

The Wall Street Journey article that Mike and Paul reference can be found below:Safdar, Khadeeja, and Inti Pacheco. “The Dubious Management Fad Sweeping Corporate America.” The Wall Street Journal, Dow Jones & Company, 15 May 2019, www.wsj.com

An Interview with Angela Ferrante and Emily Rasowsky, CX Leaders at Sparkfund

Apr 15th, 2019 37m 53s

In this episdoe, Mike and Paul are joined by Angela Ferrante and Emily Rasowsky, CX leaders from the company Sparkfund, a subscription-based provider of building energy systems for businesses. We discuss how and why Sparkfund built a CX discipl

An Interview with Todd Unger, Chief Experience Officer of the AMA

Mar 20th, 2019 27m 44s

In this episode, Mike is joined by special guest Todd Unger - Chief Experience Officer at The American Medical Association - to discuss his path to becoming a C-level executive focused on delivery of value through the day-to-day engagement with

The Impact of a Customer-Driven Digital "Product" Mindset

Feb 20th, 2019 23m 41s

In this episode, Mike and Paul are once again joined by Kyle Hutchins, Senior Director and leader of WMP's Digital practice, and Nick Hahn, Director in WMP's Digital practice, to discuss CX's impact on an organization's digital transformation e

A Discussion on Customer Experience and Digital Transformation

Jan 30th, 2019 26m 12s

In this episode, Mike and Paul and joined by Kyle Hutchins, Senior Director and leader of WMP’s Digital practice, and Nick Hahn, Director in WMP’s Digital practice, to discuss CX’s impact on an organization’s digital transformation efforts. Dur

An Update on Emerging Technologies and CX

Jan 9th, 2019 27m 51s

In this episode, Paul and Mike welcome back their colleague John Sprunger, Senior Architect in West Monroe Partners' Technology practice, to give us an update on three key emerging technologies that were highlighted last year as opportunities f

Episode 39: Gazing into the Crystal Ball - CX Trends for 2019

Dec 19th, 2018 20m 10s

In this episode, Paul and Mike discuss five key trends they see impacting the CX world in 2019 with which CX Professionals should be considering for their own organizations and profession, including experimenting with new technology, the consol

Episode 38: An Introduction to Blockchain and CX

Nov 28th, 2018 28m 44s

In this episode, Mike and Paul are joined by Kayvon Hosseini, a Blockchain expert at West Monroe. We explore what Blockchain is, what it means for customer experience leaders, how firms are getting started with it and the opportunities for CX