18 Customer Experience Podcasts To Listen To In 2024
For those aiming to stay abreast of the latest CX trends and practices, these podcasts will help you hit your goal. They're from the biggest names in the world of customer experience. See my notes below on which ones to listen to and why they stand out!
18 Best Customer Experience Podcasts
Dive into these top 18 customer experience podcasts for expert insights:
- The CX Leader Podcast with Steve Walker
- The Modern Customer Podcast with Blake Morgan
- Amazing Business Radio with Shep Hyken
- The Customer Experience Podcast with Ethan Beute
- CX Network Podcast with Seth Walker
- Doing CX Right with Stacy Sherman
- The Intuitive Customer with Colin Shaw and Professor Ryan Hamilton
- CXChronicles Podcast with Adrian Brady-Cesana
- The CX Cast with Forrester Analysts
- What It Means with Forrester Analysts
- Customer Experience Goals with the CX Goalkeeper with Gregorio Uglioni
- The CX Tipping Point with Martha Dorris
- Punk CX with Adrian Swinscoe
- The Chief Customer Officer Human Duct Tape Show with Jeanne Bliss
- Humans of CX with Garima Gayatri
- Retain: The Customer Retention Podcast with Lauren DeSouza
- Customer First with Tacey Atkinson
- Reinventing Customer Experience with Arun Shastri and Gopi Vikranth
Best Customer Experience Podcasts Overview
1. The CX Leader Podcast with Steve Walker
Summary:
The CX Leader Podcast is a valuable resource for customer experience professionals. It provides insights, best practices, and practical advice to help business leaders and CX professionals develop effective leadership skills within their organizations. The podcast features a variety of guests, including experienced practitioners from different industries, offering diverse perspectives on CX challenges and solutions.
What You'll Learn:
- Strategies and best practices in customer experience
- Leadership skills tailored for CX professionals
- Insights from various customer experience experts
Why You Should Listen:
This podcast is ideal for CX professionals seeking to expand their knowledge and apply great CX strategies in their organizations.
Best Episode:
"Give Them That “A-ha!” Moment" - In this episode, Host Steve Walker welcomes back Megan Burns, CX pioneer, keynoter, and advisor, for a discussion on how to active customer experience in your organization.
Quote From The Podcast:
"Ambiguity kills action and we don’t realize how ambiguous we are. We want to improve the customer experience. Great. Which experience? Better how? For who and why?” - Megan Burns
Links To Listen:
About The Host:
Steve Walker is an experienced leader in customer experience, offering valuable insights into the industry. He brings a wealth of knowledge and expertise to the podcast, making it an educational and engaging resource for professionals.
2. The Modern Customer Podcast with Blake Morgan
Summary:
The Modern Customer Podcast focuses on customer experience and engagement strategies. Hosted by Blake Morgan, it provides a platform for discussing the evolving nature of customer service and how businesses can adapt to meet changing customer expectations.
What You'll Learn:
- Current trends in customer experience and engagement
- Effective strategies for improving customer service
- Innovations in customer relationship management
Why You Should Listen:
Blake Morgan's expertise and the diverse range of guests make this podcast a must-listen for anyone interested in keeping up with the latest in customer experience.
Best Episode:
"How To Build Trust In Customer Experience" - One individual who has made significant strides in understanding the dynamics of trust is Charles Green. His insights, particularly through his work "The Trusted Advisor," have profoundly influenced the professional services landscape.
Quote From The Podcast:
“There’s almost nothing you can’t say if you say it with enough respect and genuine care about the other person. It’s your tone of voice, not the words, that people react to.” - Charles Green
Links To Listen:
About The Host:
Blake Morgan is a renowned customer experience futurist, author, and speaker. She is recognized for her thought leadership in the field and brings this expertise to her podcast, making it a valuable resource for professionals in the industry.
3. Amazing Business Radio with Shep Hyken
Summary:
Amazing Business Radio features interviews with business leaders and experts on customer service excellence. Hosted by Shep Hyken, it offers insights on how to succeed in business by improving customer experience.
What You'll Learn:
- Insights from leading business professionals on customer service
- Strategies for creating outstanding customer experiences
- Tips for business success through improved customer interactions
Why You Should Listen:
Shep Hyken's experience and the high-caliber guests on this podcast provide listeners with valuable insights into creating successful customer service strategies.
Best Episode:
"What is Conversational AI and How is It Changing Customer Support?" - In this episode, Shep Hyken interviews Peter Mullen, Chief Marketing Officer of Interactions. He talks about the power of AI in customer service and the benefits of integrating human support when necessary.
Quote From The Podcast:
“Generative AI has brought about a mix of excitement, fear, and confusion since the beginning. When we emphasize the importance of involving humans, it helps us anchor ourselves as we move forward.”
Links To Listen:
About The Host:
Shep Hyken is a customer service and experience expert, New York Times bestselling author, and award-winning keynote speaker. His depth of knowledge and enthusiasm for the subject make this podcast an invaluable tool for anyone in the customer service industry.
4. The Customer Experience Podcast with Ethan Beute
Summary:
The Customer Experience Podcast hosted by Ethan Beute explores the world of creating exceptional customer experiences. Each episode offers insightful conversations with industry experts, influencers, and innovators, delving into the latest trends, strategies, and best practices for unparalleled customer satisfaction. The podcast provides practical advice and insights into the tools and knowledge needed to elevate customer experiences from ordinary to extraordinary.
What You'll Learn:
- Latest trends and strategies in customer experience
- Best practices for unparalleled customer satisfaction
- Practical advice for enhancing customer experiences
Why You Should Listen:
This podcast is ideal for professionals looking to deepen their understanding of customer experience and gain practical insights to apply in their own businesses or roles.
Best Episode:
"The Power of Human Connection in B2B Sales" - In this episode, Jessica Herrala offers a unique perspective built upon her experience in VP and C-level marketing and communication roles.
Quote From The Podcast:
"Regardless of how much tech we put into the world, the human race will always be connected through relationships." - Jessica Herrala
Links To Listen:
About The Host:
Ethan Beute, Chief Evangelist at BombBomb, brings his expertise in human-centered communication to the podcast. He is also a Wall Street Journal best-selling author, adding depth and a wealth of knowledge to the discussions on the podcast.
5. CX Network Podcast with Seth Walker
Summary:
The CX Network Podcast is an insightful resource for customer experience professionals, although specific details about the host are not readily available. This podcast provides a platform for discussing various topics related to customer experience, including trends, best practices, and innovative strategies from leading CX professionals.
What You'll Learn:
- Innovative strategies in customer experience
- Insights from leading CX professionals
- Current trends and best practices in the field
Why You Should Listen:
It's a valuable resource for anyone in the customer experience field looking to stay updated with the latest trends and strategies.
Best Episode:
"Ilan Frank on channel-based messaging" - Ilan Frank of Slack joins CX Network to share the story of the business instant messaging tool that began life as a side project of another initiative. Frank discusses how Slack has become a true alternative to email, and how channel-based messaging is built for the future of work.
Links To Listen:
Unfortunately, specific links to listen to this podcast on platforms like Spotify, Apple Podcasts, and Google Podcasts are not available. You may visit the CX Network Podcast page for more information.
About The Host:
Details about the host of the CX Network Podcast are not specified, but the podcast itself is a part of the CX Network, which provides a range of resources and insights for customer experience professionals.
6. Doing CX Right with Stacy Sherman
Summary:
Doing CX Right hosted by Stacy Sherman is centered around practical tips and success stories in the customer experience domain. This podcast offers a mix of expert interviews and personal insights, focusing on how to apply the best practices in customer experience to achieve real business results.
What You'll Learn:
- Practical tips for improving customer experience
- Success stories and case studies in CX
- Expert interviews and personal insights
Why You Should Listen:
For those seeking actionable insights and real-world examples of successful customer experience strategies, this podcast is a treasure trove of information.
Best Episode:
"How Unconscious Biases Influence Your Customers' Decision-Making Process" - Learn about understanding customer emotions and biases and how the ABCDE model can enhance every interaction. This show also offers insights on active listening to utilize customer feedback effectively, and draws intriguing parallels between leadership and parenting in the realm of customer experience.
Links To Listen:
About The Host:
Stacy Sherman is known for her expertise in customer experience and her focus on heart-centered leadership and brand differentiation through CX. As a leader in the field, she brings a wealth of experience and practical knowledge to the podcast.
7. The Intuitive Customer with Colin Shaw and Professor Ryan Hamilton
Summary:
The Intuitive Customer podcast, hosted by Colin Shaw and Professor Ryan Hamilton, delves into customer behavior and decision-making. This podcast provides a deep understanding of how customers think and act, helping businesses to craft strategies that align with these behaviors and preferences. It's an insightful resource for professionals seeking to enhance their understanding of customer psychology and apply this knowledge to improve business outcomes.
What You'll Learn:
- Insights into customer behavior and decision-making
- How to align business strategies with customer psychology
- Ways to enhance customer engagement and satisfaction
Why You Should Listen:
Listening to this podcast is essential for anyone interested in the psychological aspects of customer experience. It offers valuable insights into customer behavior, aiding in the development of more effective customer engagement strategies.
Best Episode:
"How Regret is The Most Powerful Tool in a Marketers Armory" - In this episode, Shaw and Hamilton explain the psychology of regret, how it drives our future behavior, and what to do about it if it happens to your customers after buying your product or service. They also discuss how you can use it to create improved experiences with no regrets for your customers.
Links To Listen:
About The Hosts:
Colin Shaw is a renowned author and founder of Beyond Philosophy, a company specializing in customer experience consultancy. Professor Ryan Hamilton is a consumer psychologist who provides an academic perspective on customer behavior, adding depth to the podcast's discussions.
8. CXChronicles Podcast with Adrian Brady-Cesana
Summary:
The CXChronicles Podcast, hosted by Adrian Brady-Cesana, focuses on the four CX Pillars: Team, Tools, Process, and Feedback. Each episode features interviews with business leaders and explores various aspects of customer experience and customer success. This podcast is a great resource for those looking to optimize their customer experience strategy and operations.
What You'll Learn:
- The four pillars of customer experience: Team, Tools, Process, and Feedback
- Insights from customer-focused business leaders
- Strategies for optimizing customer experience and customer success
Why You Should Listen:
For professionals interested in comprehensive strategies and practical advice on enhancing customer experience, this podcast is a go-to resource.
Links To Listen:
About The Host:
Adrian Brady-Cesana is an experienced customer experience executive and the author of "The Four CX Pillars." He brings his extensive experience in building and scaling customer experience teams to the podcast, offering listeners practical insights and strategies.
9. The CX Cast with Forrester Analysts
Summary:
The CX Cast is a podcast that provides weekly updates and insights on customer experience. The podcast covers a range of topics relevant to the field, including the latest trends, practices, and innovations in customer experience. It's an ideal resource for professionals looking to stay updated with the rapidly evolving world of customer experience.
What You'll Learn:
- Weekly updates and insights on great customer experience
- The latest trends and practices in the field
- Innovations in customer experience management
Why You Should Listen:
This podcast is perfect for customer experience professionals and enthusiasts who want to keep up with the latest trends and practices in the field.
Best Episode:
"How To Set CX Metrics Goals" - CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every organization is at a different point in its measurement journey. Rich Saunders, Senior Analyst, describes the challenges in setting the right metric goals and how to take a tailored approach that matures over time.
Links To Listen:
About The Host:
Forrester Research is a well-established market research company that provides advice on the existing and potential impact of technology to its clients and the public. Their analysts are known for their rigorous research, objective insights, and ability to translate complex data into actionable advice. By bringing together different Forrester analysts each week, the podcast offers a unique blend of expertise and viewpoints, making it a dynamic and informative listen for anyone interested in business and technology trends.
10. What It Means with Forrester Analysts
Summary:
What It Means by Forrester is a podcast that brings together different Forrester analysts each week to discuss the latest trends and challenges. The podcast helps business and technology leaders make informed, bold decisions and become truly customer-obsessed. Topics covered range from tech-driven innovation and better customer experience design to B2B buying trends and marketing planning.
What You'll Learn:
- The latest trends and challenges in business and technology
- Insights on customer experience design and tech-driven innovation
- Strategies for B2B buying, automation, and marketing planning
Why You Should Listen:
This podcast is valuable for business and technology leaders looking for insights and actionable strategies to stay ahead in an ever-evolving market landscape.
Best Episode:
"Predictions 2024: Where Will AI Go Next?" - In this special episode, nine Forrester analysts discuss what’s behind our 2024 predictions for AI and what the implications will be.
Links To Listen:
About The Hosts:
The podcast features various Forrester analysts, each bringing their expertise in different areas of business and technology. Their collective knowledge provides a well-rounded perspective on the subjects discussed.
11. Customer Experience Goals with the CX Goalkeeper with Gregorio Uglioni
Summary:
Customer Experience Goals with the CX Goalkeeper is a podcast focused on insights from CX experts and leaders. It offers a deep dive into customer experience strategies, tips, and best practices from the perspective of industry professionals.
What You'll Learn:
- Expert insights and strategies in customer experience
- Best practices and tips from industry leaders
- In-depth discussions on CX topics
Why You Should Listen:
For those looking to gain comprehensive knowledge and actionable tips in customer experience from experts in the field, this podcast is an excellent resource.
Best Episode:
"Never Lose an Employee Again" - Joey Coleman, author of "Never Lose an Employee Again," joins us to delve into the critical elements of employee retention and the role leadership plays in it.
Quote From The Podcast:
"There's always an opportunity to treat humans as humans." - Joey Coleman
Links To Listen:
About The Host:
Gregorio Uglioni is a notable figure in the customer experience (CX) field, known for his expertise and contributions to the industry.
12. The CX Tipping Point with Martha Dorris
Summary:
The CX Tipping Point is a podcast that discusses critical aspects of customer experience. It provides insights into the evolving landscape of CX and how businesses can adapt to meet customer expectations.
What You'll Learn:
- Critical aspects and evolving trends in customer experience
- Strategies for adapting to changing customer expectations
- Insights into improving CX in various business contexts
Why You Should Listen:
This podcast is beneficial for those seeking to understand the pivotal moments and trends in customer experience that can significantly impact business strategy.
Best Episode:
"Reflecting on Government Customer Experience in 2023 ft Industry Leaders in Government Customer Experience" - In this Special Edition Episode of The CX Tipping Point Podcast, Martha Dorris spoke to industry experts and practitioners in the field of Government Customer Experience (GovCX).
Links To Listen:
About The Host:
The host of The CX Tipping Point is not specifically mentioned, but the podcast offers valuable insights for those interested in staying ahead in the field of customer experience.
13. Punk CX with Adrian Swinscoe
Summary:
Punk CX with Adrian Swinscoe is an ongoing series of interviews where Adrian Swinscoe, a well-known figure in the CX community, converses with leading entrepreneurs, leaders, and thought leaders about delivering stand-out customer experience and service. The podcast covers various topics, including customer service, experience, and engagement, employee experience, and engagement, and how technology shapes these domains.
What You'll Learn:
- Innovative approaches to customer service and experience
- How technology influences customer and employee engagement
- Insights from leading figures in the CX field
Why You Should Listen:
For those interested in groundbreaking and unconventional approaches to customer experience, this podcast offers a refreshing perspective that challenges traditional CX norms.
Best Episode:
"The Science Behind Repairing Trust" - In this episode, Professor Peter Kim talks about his new book, the different elements of trust, how we think trust operates and how most of us choose to trust in real life, why we're more likely to forgive what we perceive as a blunder in competence than a lapse in integrity and what we should do when trust is broken.
About The Host:
Adrian Swinscoe is a renowned adviser, speaker, and writer in the CX community. He is known for advocating a new approach to CX, as detailed in his book 'Punk CX' and his contributions to Forbes magazine. Based in Edinburgh, Scotland, Adrian brings a unique and provocative perspective to the CX conversation.
14. The Chief Customer Officer Human Duct Tape Show with Jeanne Bliss
Summary:
The Chief Customer Officer Human Duct Tape Show with Jeanne Bliss focuses on the role of Chief Customer Officers (CCOs) in various organizations. Jeanne interviews business leaders, discussing strategies and challenges in building customer-centric cultures. The show covers diverse aspects of customer experience, employee engagement, and corporate leadership from the perspective of a CCO.
What You'll Learn:
- Insights into the role and strategies of Chief Customer Officers
- Best practices for building customer-centric cultures in organizations
- Leadership challenges and solutions in enhancing customer experience
Why You Should Listen:
This podcast is a must for current and aspiring customer experience leaders, providing valuable lessons from experienced CCOs and business leaders.
Best Episode:
"Customer-centric Companies Are Employee-centric" - In this episode, Jeanne and Curtis Kopf discuss thought processes and strategies that go into navigating successful CX transformations. Curtis is a seasoned leader and CX practitioner who’s worked across a few different industries during his career. He has spent time at Amazon in the early 2000s, Microsoft, Alaska Airlines, and Premera Blue Cross.
Links To Listen:
About The Host:
Jeanne Bliss is a renowned author and pioneer in the field of customer experience. With her extensive experience as a Chief Customer Officer, she brings a wealth of knowledge and practical insights to the podcast.
15. Humans of CX with Garima Gayatri
Summary:
Humans of CX is a podcast that focuses on the human element within the realm of customer experience. It features stories, experiences, and insights from professionals in the field, emphasizing the impact of human interactions and partnerships in shaping customer experience.
What You'll Learn:
- Stories and experiences from customer experience professionals
- The impact of human interactions on customer experience
- Insights into the personal side of customer service and engagement
Why You Should Listen:
Ideal for those interested in the personal and emotional aspects of customer experience, offering a more in-depth look at how human elements influence this field.
Best Episode:
"Customers Want to Talk to You, Not a Chatbot" - In this episode, Adrian Swinscoe joins a podcast about all things customer service, experience, engagement, and the employee’s experience. They discuss why Adrian likes and writes about CX, why customer service really isn’t all that complicated, even for the bigger brands, how we can start bringing empathy into CX, and the importance of talking to your employees before making any technological decisions.
Links To Listen:
About The Host:
Garima Gayatri, the host of Ozonetel's "Humans of CX" podcast, is a dynamic figure in the customer experience (CX) industry. Known for her insightful and empathetic interviewing style, she delves into the human stories behind CX strategies and technologies. Garima's involvement goes beyond hosting, playing a key role in the podcast's conceptualization and production. Her efforts in engaging with industry experts and thought leaders make "Humans of CX" a valuable resource for anyone interested in the evolving trends and innovations in customer experience.
16. Retain: The Customer Retention Podcast with Lauren DeSouza
Summary:
Retain: The Customer Retention Podcast is focused on strategies for improving customer retention. While specific host information isn't provided, the podcast likely covers various aspects of customer loyalty, satisfaction, and techniques for encouraging repeat business.
What You'll Learn:
- Techniques and strategies to improve customer retention
- Insights into customer loyalty and satisfaction
- Best practices for encouraging repeat business
Why You Should Listen:
This podcast is ideal for business owners, marketers, and customer service professionals seeking to enhance their customer retention strategies and improve overall customer loyalty.
Best Episode:
"What the Future of Customer Experience Looks Like" - In this episode, Lauren and Dave Norton discuss how research into customer experience has impacted the world, what the future of customer experience really looks like, and why companies shouldn’t rely on customer personas anymore. Dave is a customer experience expert and the Founder of Stone Mantel, a consultancy focused on experience strategy and design.
Links To Listen:
About The Host:
Lauren is the host of Retain: The Customer Retention Podcast, where she embarks on a journey to discover the power of retaining customers. Accompanied by marketing experts, this podcast will demystify customer retention and deep-dive into how international companies are using it to keep their customers coming back for more.
17. Customer First with Tacey Atkinson
Summary:
Customer First with Tacey Atkinson is a podcast that engages in customer-centric conversations with industry experts from around the globe. The podcast discusses strategies to deliver magical customer experiences, emphasizing the importance of putting customers at the forefront of business strategy.
What You'll Learn:
- Strategies for creating magical customer experiences
- Insights from global industry experts on customer-centric practices
- How to prioritize customers in various business aspects
Why You Should Listen:
Listeners interested in enhancing their customer service skills and understanding the importance of a customer-first approach in business will find this podcast extremely valuable.
Best Episode:
“Using AI To Enhance Your Employee And Customer Experience” - In this episode, Tacey and Jeff Sieh discuss ways to use AI for multiple purposes to improve both the employee and customer experience and free yourself up to spend more time building those magical connections to grow your business and reputation.
Links To Listen:
About The Host:
Tacey Atkinson is a professional in customer-centric strategies. She uses her platform to share insights and strategies for delivering exceptional customer experiences.
18. Reinventing Customer Experience with Arun Shastri and Gopi Vikranth
Summary:
Reinventing Customer Experience is a podcast focused on innovative approaches to enhancing customer experience. While specific details about the host or episode content are not available from the provided link, the podcast presumably explores fresh perspectives and methods for improving the way businesses interact with and serve their customers.
What You'll Learn:
- Innovative methods for enhancing customer experience
- New perspectives on customer interactions
- Strategies for improving business-customer relations
Why You Should Listen:
Business professionals and customer experience enthusiasts interested in modern, innovative approaches to customer service will find this podcast insightful.
Best Episode:
On the inaugural episode from our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Suresh Kumar, global chief technology officer and chief development officer at Walmart, about how the retailer has enhanced its customer experience strategies during the pandemic, predictions for the next generation of retail omnichannel, and much more.
Links To Listen:
About The Host:
Arun Shastri and Gopi Vikranth are principals at ZS. Arun leads ZS’s AI practice and oversees analytics services and solutions for several industry sectors. Gopi is a seasoned decision sciences and analytics executive with extensive expertise in retail, gaming and hospitality, pharma, and P&C industries.