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Latest episodes
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The Hidden Decisions That Make - or Break - Customer Trust
October 20, 2026 · 35 minEpisode Summary: Every digital customer experience depends on technical systems customers may never see, but they immediately notice when those systems fail. Nicole McKinley talks with Keith Mayer, leader of Microsoft’s Chief Architect…
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Start With People, Not Technology: How Medicana Transformed Its Patient Experience
October 6, 2026 · 23 minNicole McKinley speaks with Nur Masoud, founder and CEO of Parlon, about transforming the patient feedback experience at Medicana, one of Turkey’s largest private healthcare providers. They explore how a people-first platform brought…
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AI, Trust, and the Human Touch: Redefining CX with Shep Hyken
September 22, 2026 · 31 minEpisode Summary: In this episode, Shep Hyken joins Nicole to break down why “average” customer experience is the biggest risk companies face today. From moments of magic to the power of consistency, Shep shares research-backed insights on…
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Reflections: Why the Future of CX is both Human + AI
July 28, 2026 · 31 minIn this reflective episode of Simply CX, Nicole and Tina unpack the biggest insights from the season—exploring how AI and human connection are not competing forces, but complementary ones redefining customer experience. Through real-world…
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The Future of CX with Kantar: Synthetic Data, Smart Agents, and Human Judgment
July 14, 2026 · 44 minIn this episode of Simply CX, Nicole McKinley sits down with Tom Wynter from Kantar to explore how AI is transforming the world of customer insights. From synthetic data to agent-driven decision-making, Tom shares how organizations can…
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AI + Empathy: The New CX Skillset
June 30, 2026 · 30 minAs AI handles routine inquiries, human agents are left with the toughest, most emotionally charged customer interactions. In this episode, Myra Golden shares her psychology-based 3R framework—Regulate, Redirect, Resolve—to help teams…
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Berryessa Gap Vineyards: Bringing Joy to Wine Lovers Through CX Transformation
June 16, 2026 · 27 minIn this episode of Simply CX, Nicole McKinley sits down with Corinne Martinez, owner and partner of Berryessa Gap Vineyards, to explore how a family-owned winery transformed both customer and employee experience through intentional CX…
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What’s Real Still Matters: Global Objects on Digital Twins, AI, and the Future of Trust
June 2, 2026 · 30 minIn this episode of Simply CX, Nicole McKinley sits down with Jess Loren, Founder and CEO of Global Objects, to explore how photoreal digital twins are transforming industries from media and entertainment to energy, education, and cultural…
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Designing for Better Experiences: Simplifying Airline Customer Service at Scale
May 19, 2026 · 30 minIn this episode of Simply CX, host Nicole McKinley sits down with Neil Iversen, Vice President of Professional Services at TTEC Digital, to unpack a real-world airline contact center transformation that reduced average handle time by 30%…
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Driving Brand Growth: A Modern CX Playbook
April 28, 2026 · 29 minIn this episode, Nicole sits down with Mark Chamberlain, Global Managing Director of Customer Experience at Kantar, to challenge conventional thinking about CX metrics. Together, they explore why long‑term memory—not momentary…
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Agentic AI in Action: Rethinking Sales, Scale and Customer Experience
April 14, 2026 · 34 minIn this episode of Simply CX, Nicole McKinley sits down with Allison West Hughes, Corporate Vice President of Global Small and Medium Business at Microsoft, to unpack how Microsoft became its own “customer zero” by deploying an autonomous…
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Influencing Agents: Redefining CX in an AI-Native World
March 31, 2026 · 31 minIn this episode, Nicole talks with Jim McDonnell, Microsoft’s Global Lead for Customer Advocacy, about how AI-native developers, students, and small businesses are reshaping customer expectations. Jim shares why AI agents are now part of…
About the show
Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success.
Produced by: Larj Media