Aug 10, 2023 - In a digital-first environment, successful brands stay ahead of the curve by prioritizing agility and experimentation. Instead of merely solving problems, they drive innovative solutions to eliminate—not just mitigate—customer pain points to achieve a seamless and exceptional customer experience. In this episode, guest Joe Wheeler, CEO of CX/Digital, and Rob Markey discuss how successful brands bridge the gap between human and digital experiences and the significance of agility and experimentation as tools for achieving successful digital transformations.

Jul 20, 2023 - What makes people recommend your brand and services to others? Winning referrals are more than just a marketing channel; they’re a way to turn prospects into lifelong customers through word-of-mouth advocacy based on authenticity and trust. In this episode, guest Andy Cockburn, CEO and cofounder of Mention Me, and Rob Markey discuss the effectiveness of trust-based referrals, how to integrate advocacy into company culture to unlock the transformative potential of referrals, and how data-driven approaches can optimize referrals’ effectiveness.

Jun 29, 2023 - In this episode, Ben Reason, CEO and founder of Livework, and Rob Markey discuss how, by taking consumers’ needs and emotions into account, design can create products and services that are both functional and emotionally appealing, making consumer experiences more enjoyable. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. If you’d like to learn more about Ben, you can find him on LinkedIn.

Jun 8, 2023 - How can companies get revenue forecasting and value creation right? By slowing down. Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss the metrics and methods businesses can use to grow their long-term value.

May 25, 2023 - Investing in customer happiness can be the surest way to high Net Promoter Scores. But how do you accomplish that while maintaining a healthy business? Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss how expectations investing impacts valuations and business growth.

Mar 30, 2023 - In this episode, guest Allison Hartsoe, managing director of customer and growth at EY and author of The Age of Customer Equity, and Rob Markey discuss calculating customer lifetime value, why understanding customer behavior generates more accurate revenue forecasts, and how to develop a high-quality approach to customer equity.

Mar 2, 2023 - In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer’s perspective when you’re trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on.

Feb 16, 2023 - In this episode, guest Peter Pizzi, director of customer experience and insights at Analog Devices, and Rob Markey discuss how to focus an organization on customer feedback-based actions, the role of customer experience in tackling sales challenges, and how to make sure the improvements customers are asking for make their way onto product and functional leaders’ agendas.

Feb 2, 2023 - In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost savings.

May 12, 2022 - In this episode, Barbara Higgins, Chief Customer Officer at Scripps Health, and Rob Markey discuss how leading healthcare organizations are using Net Promoter System to drive customer and employee loyalty improvements in the post-COVID era.

In this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies’ most common Net Promoter Score mistakes, and we participate in a live audience Q&A. We’d love to hear from you.

Sep 29, 2022 - In this episode, Mike Salguero, founder and CEO of ButcherBox, and Rob Markey discuss how a purpose-driven, direct-to-consumer meat subscription service aims to improve people's health, mitigate environmental damage, and make farming more sustainable and ethical.

Sep 1, 2022 - In this episode, Zack Anderson, chief data and analytics officer at National Westminster Bank (NatWest), and Rob Markey discuss how garnering a deeper understanding of customers' perspectives improves a company's data analytics and why a more streamlined approach to extracting customer information improves client satisfaction. Zack also highlights his top strategies to ensure consumers remain responsive and satisfied with a company's offerings, approaches, and targeted communications.

In this episode, Bryan Rutberg, founder and principal of 3C Communications, shares how and when to advocate on behalf of the customers you serve, and Rob Markey discusses how enhancing relationships with customers and prioritizing frontline employees’ learning opportunities builds rapport vs. merely building up scores. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey, https://bit.ly/CCPodcastFeedback If you’d like to learn more about Bryan Rutberg, you can find him on LinkedIn.

Jul 14, 2022 - In this episode, Carolyn Saunders, former senior vice president, Consumer & Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and Rob Markey discuss how enhancing relationships with customers and prioritizing frontline employees' learning opportunities builds rapport vs. merely building up scores. We'd love to hear from you.

Jun 30, 2022 - In this episode, Nate Henderson, BILT's founder and CEO, and Rob Markey discuss how to make a great customer experience an empowering experience, how to raise Net Promoter Score℠, and how BILT leverages analytics to improve customer sentiment.

Jun 16, 2022 - In this episode, Ilenia Vidili, a customer-centricity adviser and author of Journey to Centricity, and Rob Markey discuss why connecting to customers means understanding what they value. When companies use their voice to stand up for something they truly believe in or to advance and improve society, customers notice.

May 26, 2022 - In this episode, Jon Picoult, founder and principal at Watermark Consulting, and author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions.