CX Decoded By CMSWire podcast

#News Talk #Business #News #Marketing #Rich Hein

1:15:36

In this episode, we welcome back David French, columnist for The New York Times , former constitutional attorney, and author of Divided We Fall . We discuss the current state of American democracy, the challenges of political division, and how we can engage in civil discourse despite deep ideological differences. David also shares a personal update on his family and reflects on the profound trials and growth that come with adversity. 📌 What We Discuss: ✔️ How David and his family navigated the challenges of a serious health crisis. ✔️ The rise of political polarization and the factors driving it. ✔️ Why distinguishing between “unwise, unethical, and unlawful” is crucial in analyzing political actions. ✔️ How consuming different perspectives (even opposing ones) helps in understanding political dynamics. ✔️ The role of Christian values in politics and how they are being redefined. ⏳ Episode Highlights 📍 [00:01:00] – David French’s background and his journey from litigation to journalism. 📍 [00:02:30] – Personal update: David shares his wife Nancy’s battle with cancer and their journey as a family. 📍 [00:06:00] – How to navigate personal trials while maintaining faith and resilience. 📍 [00:10:00] – The danger of political paranoia and the pitfalls of extreme polarization. 📍 [00:18:00] – The "friend-enemy" paradigm in American politics and its influence in Christian fundamentalism. 📍 [00:24:00] – Revisiting Divided We Fall : How America’s divisions have devolved since 2020. 📍 [00:40:00] – The categories and differences of unwise, unethical, and unlawful political actions. 📍 [00:55:00] – The balance between justice, kindness, and humility in political engagement. 📍 [01:00:00] – The After Party initiative: A Christian approach to politics focused on values rather than policy. 💬 Featured Quotes 🔹 "You don't know who you truly are until your values are tested." – David French 🔹 "If we focus on the relational, we can have better conversations even across deep differences." – Corey Nathan 🔹 "Justice, kindness, and humility—if you're missing one, you're doing it wrong." – David French 🔹 "The United States has a history of shifting without repenting. We just move on." – David French 📚 Resources Mentioned David French’s Writing: New York Times David’s Book: Divided We Fall The After Party Initiative – More Info Advisory Opinions Podcast (with Sarah Isgur & David French) – Listen Here 📣 Call to Action If you found this conversation insightful, please: ✅ Subscribe to Talkin' Politics & Religion Without Killin' Each Other on your favorite podcast platform. ✅ Leave a review on Apple Podcasts, Spotify, or wherever you listen: ratethispodcast.com/goodfaithpolitics ✅ Support the show on Patreon: patreon.com/politicsandreligion ✅ Watch the full conversation and subscribe on YouTube: youtube.com/@politicsandreligion 🔗 Connect With Us on Social Media @coreysnathan: Bluesky LinkedIn Instagram Threads Facebook Substack David French: 🔗 Twitter | BlueSky | New York Times Our Sponsors Meza Wealth Management: www.mezawealth.com Prolux Autogroup: www.proluxautogroup.com or www.granadahillsairporttransportation.com Let’s keep talking politics and religion—with gentleness and respect. 🎙️💡…

CX Decoded By CMSWire

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CX Decoded is our semi-monthly podcast designed to deliver insight from leaders in the customer experience and marketing industries. Each episode is designed to help you better understand the customer experience and the value it can add to your customers’ lives.

69 episódios

CX Decoded By CMSWire

updated há cerca de um ano

Home de séries•Feed

69 episódios

#News Talk #Business #News #Marketing #Rich Hein

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1
Future-Proofing Brands: A Deep Dive With Winnebago and PatPat 14:43

há 17 weeks14:43

14:43

In this episode of “CX Decoded,” Michelle Hawley, senior editor at CMSWire, takes a look inside the nuances of brand evolution in today’s digital word, featuring Amber Holm, CMO at Winnebago Industries and Ranu Coleman, head of marketing at PatPat . In this episode, both leaders delve into the importance of customer insights in keeping brands relevant — and the challenges that come with repositioning in the consumer space. They also share strategies for maintaining brand integrity, including keeping existing customers happy while reeling in new audiences. Through in-depth interviews originally aired separately on the CMSWire TV show “ The CMO Circle ,” Holm and Coleman offer a deeper understanding of how established brands can stay ahead through change and innovation.…

1
Smarter Customer Support, With AI the Ultimate Sidekick 16:03

há 21 weeks16:03

16:03

In this episode of CX Decoded, host Dom Nicastro, editor-in-chief of CMSWire , dives into the future of AI in customer service with insights from three leading experts in the field. This episode brings together discussions from two separate CMSWire TV "Beyond the Call" interviews, featuring Barry Cooper, president of NICE ’s CX Division; Tom Laird, CEO of Expivia ; and Keith Farley, SVP of Individual Voluntary Benefits at Aflac .…

1
90-Day CMOs: Foundational Marketing Leadership Defined 17:45

há 25 weeks17:45

17:45

In this episode of CX Decoded, Dom Nicastro and Michelle Hawley of CMSWire discuss the evolving roles of chief marketing officers (CMOs) with insights from CMOs Gurdeep Dhillon of Contentstack and Kathie Johnson of Sitecore.

1
Empanadas and Home Security: How Employee Experience Shapes Customer Loyalty 18:38

há 31 weeks18:38

18:38

In this episode of CX Decoded, Dom Nicastro, editor-in-chief at CMSWire , and Michelle Hawley, senior editor at CMSWire, explore the intersection of employee experience (EX) and customer experience (CX) within the marketing landscape. The episode features insights from Gautam Pantakar, GM of Oldfield , and DeLu Jackson, executive VP and chief marketing officer at ADT . Gautam covers the importance of cultivating a strong organizational culture to enhance both employee and customer experiences . DeLu shares his approach to fostering innovation and emotional connections with customers, emphasizing the vital role that employees play in the overall customer journey.…

1
Mind and Machine: Two Paths to Marketing Mastery 17:32

há 35 weeks17:32

17:32

We cover today the convergence of humanity and technology in today’s marketing landscape, featuring insights from Karna Crawford, CMO at Marqeta , and Tom Wentworth, CMO at Recorded Future . In this episode, Karna shares her insights on how to bring a little bit of humanity into B2B marketing — while still getting all the benefits of modern-day technology. And Tom takes us through his strategic use of in-house media to build trust and credibility in the cybersecurity space.…

1
The New Digital Frontiers of Customer Service Excellence 19:19

há 40 weeks19:19

19:19

In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digital transformation spurred by the pandemic.…

1
Building a Culture of Accessibility: Shelby Mitchell, Discover 19:33

há 44 weeks19:33

19:33

In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.…

1
Intersection of CX and Service Design: Karan Thaker, Northwestern Mutual 37:34

há 47 weeks37:34

37:34

This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences. The conversation dives into the nuances between UX design and experience design, emphasizing the importance of integrating service design and journey management to improve financial wellness through better customer journeys in insurance and investment products.…

1
CX and EX Synergy: Sam Stern, LinkedIn 33:25

há 1 year33:25

33:25

We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.…

1
Path to Customer Centricity: Sri Narasimhan, CVS 31:35

há 1 year31:35

31:35

Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity across all business operations.…

1
Digital CX Evolution: Jessica Austin Barker, TIAA 32:26

há 1 year32:26

32:26

In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancements to a more holistic integration of digital innovation with a human-centric approach.…

1
CX-EX Mastery on the Greens: Gautam Patankar, Bobby Jones Links 35:23

há 1 year35:23

35:23

This episode is brought to you by Wix Studio . The delicate interplay of customer experience (CX) and employee experience (EX) forms the backbone of today's hospitality management, where understanding and valuing the contribution of each employee translates directly into enhanced customer satisfaction. Embodying this principle is Gautam Patankar, chief experience officer at Bobby Jones Links. With a rich background that blends a love for golf with a keen insight into hospitality management, Gautam stands as a testament to the power of aligning CX and EX.…

1
Strategic Alignment for CX and EX: April Ho-Nishimura, onsemi 28:12

há 1 year28:12

28:12

This episode is brought to you by Wix Studio . The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridging these two domains requires a nuanced understanding of both the internal and external dynamics of organizations.…

1
AI-Empowered CX With Shri Nandan, Comcast 27:47

há 1 year27:47

27:47

This episode is brought to you by Wix Studio . Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the quality of customer interactions. Shri shares her firsthand experiences in driving AI projects, emphasizing the importance of a customer-centric approach and cross-functional collaboration.…

1
Experience Design With Jason Ferrell, Capital One 33:26

há 2 years33:26