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

June 15, 2021 37 min

Jeannie and Sam join Tom & Bob on the show to discuss how the business model at Gongos Inc. has evolved into one focused on helping organizations to develop customer-centric practices, the role of customer performance indicators in shaping CX strategy, and how to engage employees in designing and staying motivated to deliver on CX strategies.

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David joins Tom & Bob to discuss a critical topic - linking customer experience outcomes to organizational KPIs. David discusses the development of Gongos' Value Exchange Model, which introduces CPI's or Customer Performance Indicators, a valuable tool for designing customer experiences and measuring their performance against customer performance goals. He also covers the importance of customer lifetime value (CLV) as a...

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Mary joins Tom and Bob on the show to discuss what Glint is all about, how Glint defines employee engagement, why CX practitioners should be concerned about employee engagement, and the strategies they can employ to create more highly engaged employees within their own organizations. 

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Steven Carleton joins Tom and Bob on the show to discuss his evolving career in customer experience management, including the creation of the CX function at eBay, and the lessons he has learned along the way. 

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Dana joins Tom and Bob to discuss the importance of employee engagement to the success of the customer experience, as well as how it's measured and used at Ford Motor Company to help drive customer experience strategy and organizational transformation. 

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David Mingle, the VP and Global Practice Head - Customer Experience, with Reputation joins Tom and Bob on the Show to discuss similarities and differences in how their clients in different industries approach customer experience management and the extent to which Reputation relies on computer automation to understand the customer. #customerexperiencemanagement #customerinsights

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Jake Lestan joins Tom and Bob to discuss his role at Valvoline and the evolvement of customer experience management within Valvoline's retail operations. 

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Lee joins the show to discuss the role of the Chief Innovation Officer at United Wholesale Mortgage (UWM), the UWM CX function, and how skills he developed at Ford Motor Company are in evidence in his work at UWM. 

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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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