The Tom and Bob Show

The Tom and Bob Show

The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals.

Episodes

April 6, 2021 28 min
Justin Neale joins Tom & Bob on the show to discuss the CX function at NAVBLUE, the challenges facing the airline industry due to COVID, and some of the long-term changes to the customer experience in the airline industry due to COVID.
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In this episode of the Tom and Bob Show, CX pioneer Lou Carbone his upcoming podcast show, including his motivation for hosting it and the type of content that listeners can expect.
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Join Tom and Bob as they discuss the importance of culture change to successful customer experience management with Austin Brock, an expert in developing and delivering the best training practices to move organizational mindset and improve culture overall.
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Join Tom and Bob as they discuss the customer experience function at Hagerty, the unique view and personification of their customers, and the steps they take to create a customer-centric culture within the organization.
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Laurel Stanley joins Bob and Tom on the show to discuss how UX and CX work together to make Steelcase successful, what a career path in CX looks like at Steelcase, and how Steelcase is responding with CX to a changing workplace due to COVID 19.
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Duncan joins Tom and Bob on the show to discuss what Point B's clients are looking for in improving CX and the emerging trends in customer experience management.
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November 19, 2020 17 min
Eugene Murphy, CEO of Indeemo, joins Tom and Bob to discuss a unique approach to consumer research, Indeemo's mobile ethnography platform, as well as its implications for omnichannel experience delivery.
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Lisa Whalen, Managing Director of The Harris Poll, joins Tom and Bob on the show to discuss the status of the auto industry and changing consumer decision making during the COVID crisis.
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Dennis Ephlin, Global Lead for CX and Digital Transformation - IBM Automotive Centre of Excellence, joins Tom and Bob for an interesting discussion about the evolvement of brand management and customer experience management in the automotive industry.
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In this episode of the Tom and Bob Show, the hosts interview Tchicaya Robertson, who will be joining the CX of M Radio network with her own show. Tchicaya discusses her motivation behind the creation of the show, what listeners and expect, and Tchicaya's work in empowerment.
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October 6, 2020 19 min
In this episode Tom and Bob discuss the significance of global CX Day, how CX has changed over time, firms that have adapted their customer experience to meet the needs of the demands of the COVID crisis, and upcoming new shows on the CX of M Radio network.
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Rhonda Byer joins Tom and Bob on the show to discuss the development of agents and the role of CX with Primerica.
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deBBie joins Tom and Bob to discuss the state of customer experience in Nigeria and her role in helping to develop the field there.
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September 13, 2020 27 min
Ian Williams, the Founder and Director of Jericho, joins Tom and Bob to discuss the philosophy and tactics that he has adopted for market segmentation, persona creation, and CX strategy, citing examples from the airline industry.
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Stacy Sherman, Director of Customer Experience with the Schindler Elevator Company, and founder of DoingCXRight (www.DoingCXRight.com) joins Tom and Bob to discuss CX leadership lessons to humanize your business as well as insights into the philosophy of the CX function at Schindler Elevator Corporation.
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Darren David, Founder and CEO of Freetouch and Stimulant, joins Tom and Bob to discuss the advent of the touchless retail environment during the COVID crisis and how it's proven to be the genesis behind his latest endeavor, Freetouch, an application that allows consumers to interact digitally with shared touchscreens from any smartphone.
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The host of Be Customer Led, Bill Staikos joins the show to discuss what led to the start of his podcast, his focus on both the customer and the employee experience, and the role of leadership in shaping a customer-centric culture.
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Lou Carbone is one of the pioneers in CX, having focused on CX for over 30 years. Lou talks about the key concept of Clues - and the power of unconscious thought on loyalty and preference. Lou gives a number of examples of how companies have worked to improve humanic, functional, and mechanical clues to improve CX.
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Tom and Bob's guest on the show is Kevin Budelmann, co-founder and President of Peopledesign, a nationally recognized strategic design services firm. Kevin talks about the importance of human-centered design and its particular importance during the Covid crisis.
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On this episode, Tom and Bob talk to Scott Watkins, Business Intelligence Executive with Michigan Virtual, about the customer experience in the field of online education.
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