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CX Decoded By CMSWire

Dom Nicastro

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.

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Episodes

94 episodes

  1. Digital Agencies and the AI 180: Pricing, Vibe Coding and Hiring 38:59
  2. Voice AI Is the New BPO: A 25-Year Contact Center Vet Explains 34:27
  3. Why This CMO Measures Events by Conversations, Not Leads 46:15
  4. What 40,000 Fan Comments Taught the Buffalo Sabres 42:00
  5. She Started With the Call Center, Then Changed the Culture 37:27
  6. Databricks, Tealium and Treasure AI: 3 CDPs, 1 Stage 49:30
  7. Inside Erica's Brain: What 8 Years and 3 Billion Chats Taught Bank of America 31:51
  8. Clarks' AI Playbook: Product Feeds, Brand Mentions and the New Customer Journey 43:09
  9. How Loyalty Credit Union Built an AI Bot Members Actually Trust 37:24
  10. Price Gets You in the Room. It Doesn't Keep You There. 41:35
  11. Marketing's Job Now? Systems Engineer, Not Just Storyteller 38:24
  12. Security, Service and the Chick-fil-A Standard: A Chief Customer Officer's 12-Year Journey 34:49
  13. Content as Infrastructure: A Different Way to Think About CMS 39:46
  14. The Eggfluencer, the Algorithm and the Egg Carton: Marketing's New Frontier 38:48
  15. The Compass Program: Charter Steel's Five-Year CX Bet 35:00
  16. From the Bullpen to the Bot Strategy: Wellfleet's Ben Larsen on Digital Experience in Insurance 37:45
  17. Roll Tide to ROI: How Alabama Football Shaped LGI Homes' VP of Marketing 45:35
  18. More AI, More Problems: Why This CMO Says Slow Down 39:05
  19. The Contact Center OG Running CX for a Luxury Women's Brand 39:02
  20. Drupal Founder: AI's the Ultimate Business Stress Test 50:03
  21. How AT&T Turns Customer Obsession Into Practice 16:22
  22. How NiCE's Rebrand Reflects the New Reality of Customer Experience 28:33
  23. From Headset to C-Suite: Miranda Collard on CX Leadership 13:46
  24. Top 2025 Moves for CMOs and CX Leaders 27:17
  25. Marketing Is a Growth Engine: A Wake-Up Call for CMOs 12:05
  26. Future-Proofing Brands: A Deep Dive With Winnebago and PatPat 14:43
  27. Smarter Customer Support, With AI the Ultimate Sidekick 16:03
  28. 90-Day CMOs: Foundational Marketing Leadership Defined 17:45
  29. Empanadas and Home Security: How Employee Experience Shapes Customer Loyalty 18:38
  30. Mind and Machine: Two Paths to Marketing Mastery 17:32
  31. The New Digital Frontiers of Customer Service Excellence 19:19
  32. Building a Culture of Accessibility: Shelby Mitchell, Discover 19:33
  33. Intersection of CX and Service Design: Karan Thaker, Northwestern Mutual 37:34
  34. CX and EX Synergy: Sam Stern, LinkedIn 33:25
  35. Path to Customer Centricity: Sri Narasimhan, CVS 31:35
  36. Digital CX Evolution: Jessica Austin Barker, TIAA 32:26
  37. CX-EX Mastery on the Greens: Gautam Patankar, Bobby Jones Links 35:23
  38. Strategic Alignment for CX and EX: April Ho-Nishimura, onsemi 28:12
  39. AI-Empowered CX With Shri Nandan, Comcast 27:47
  40. Experience Design With Jason Ferrell, Capital One 33:26
  41. Infuse Agility Into CX 35:17
  42. Inside the CX Toolbox 26:19
  43. Generative AI Meets CX 30:19
  44. Creating Customer Loyalty Through Brand Consistency and Innovation 28:01
  45. The Essential Elements That Build Unshakable Customer Loyalty 24:29
  46. 'The State of the CMO' Report: Key Findings 24:31
  47. Customer Experience Metrics That Matter to This CX Leader 32:19
  48. Real-Life Customer Experience Fails — and Lessons Learned 40:27
  49. A Deep Dive into the Power of DXPs and the Road Ahead 46:37
  50. Diana Brown on Customer Experience Meets Employee Experience 30:51