Podcasts

CX Detectives

Solving your toughest CX challenges


Hosted by Lyssa Myska Allen

CX Detectives poster

Sometimes, creating a great customer experience can feel like a mystery. On CX Detectives, host Lyssa Myska Allen brings on a customer experience expert to discuss common challenges and how to solve them.  They’ll also explore how to create a greater impact as a CX leader, where the industry is headed, and much more.

Podcast symbolSeason 2 | Episode 4

The case of the missing customer

This episode features an interview with Dutta Satadip, Chief Customer Officer at ActiveCampaign, a leading cloud software company offering a category-defining customer experience automation platform. Dutta is a tech industry veteran with over 20 years of experience, having held leadership roles at companies like Pinterest and Google.

October 26, 2022

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Janelle Estes

Podcast symbolSeason 2 | Episode 3

How to better understand your customers as humans and support a more diverse UX

An interview with Janelle Estes, Chief Insights Officer at UserTesting

October 12, 2022

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Sri Ganesan photo

Podcast symbolSeason 2 | Episode 2

The case of slow customer onboarding

An interview with Srikrishnan Ganesan, Co-Founder & CEO of Rocketlane, to discuss how to speed up employee communication across silos, the critical customer onboarding timeline, and developing accountability with customers so they take some ownership of their own experience.

September 28, 2022

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Podcast symbolSeason 2 | Episode 1

Implementing invisible technology to power great customer experiences with Tom Martin, CEO at Glance Networks

This episode features an interview with Tom Martin, CEO at Glance Networks, a software company that provides in-the-moment web and mobile co-browsing, screen share, and video solutions that help increase customer satisfaction, improve brand loyalty, and drive new revenue. In this episode, Tom talks about the key to brand loyalty, removing friction points in the customer journey, and how the best technology is invisible.

September 14, 2022

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Podcast symbolEpisode # Season 2 Trailer

Welcome to Season 2 of CX Detectives!

A brand new season of CX Detectives is coming. HGS is excited to bring you insights from top customer experience leaders from B2B and B2C companies. We’ll hear from leaders at companies like Glance, Rocketlane, Onriva and more about how to make your customer experience truly exceptional. Join us as we team up with some of the greatest minds in customer experience to solve the toughest challenges yet. Welcome to CX Detectives.

September 7, 2022

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Podcast symbol Episode 11

Leveraging technology to improve the employee and customer experience

This episode features an interview with Venu Gooty, SVP of Digital Strategy and Transformation at HGS, a global leader in consumer engagement, digital CX, and business process management. Venu has over 18 years of IT experience. And at HGS, he’s helping global brands optimize their operations so they can give customers a world-class experience. In this episode, Venu discusses how using a fit index in the hiring process improves employee retention, making sure employees have the best tools for the job, and tracking employee sentiment using analytics.

June 1, 2022

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Podcast symbol Episode 10

Tackling CX in the year of agility

This episode features an interview with Bruce Temkin, Head of the Qualtrics XM Institute, the leading experience management platform in the world. Bruce is also known as the “Godfather of Customer Experience.” In this episode, Bruce discusses how to move from insight to action more quickly, focusing on sensing change, and how to thrive both personally and professionally in the year of agility.

May 18, 2022

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Podcast symbol Episode 9

Bringing digital transformation to a highly regulated industry

This episode features an interview with Alexandra Morehouse. Alex is Chief Digital Officer and Chief Marketing Officer at Banner Health, a health system with hospitals and facilities in six states. In this episode, Alex talks about addressing data deprecation in the cookie-less future, integrating disparate systems after an acquisition, and the “Know Me” principle.

May 4, 2022

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Podcast symbol Episode 8

Cracking open the case files

This is a special episode highlighting key takeaways from past cases. In this episode, host Lyssa Myska Allen discusses tips for the best customer experience, from in-person to virtual, from top industry leaders.

April 8, 2022

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Podcast symbol Episode 7

Scaling up a DTC brand

This episode features an interview with Orchid Bertelsen. Orchid is the Chief Operating Officer at Common Thread Collective, an eCommerce growth agency. In this episode, Orchid talks about the three ways to grow, developing strategic partners, and how to do it all without losing the soul of your brand.

March 22, 2022

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Alexie and Ori

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The move to mobile

This episode features an interview with Alexie Harper and Ori Ratner. Alexie is the Chief Product Officer and Ori is the Chief Technology Officer at the Quantic School of Business and Technology. And they are also both Co-Founders. In this episode, Alexie and Ori talk about keys to designing an engaging UX, challenging learners with real-world scenarios, and how to leave students feeling like they’ve made meaningful progress in their studies.

Feb 16, 2022

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Podcast symbol Episode 5

Balancing automation with human interaction

This episode features an interview with Melissa O’Brien, Research Leader at HFS Research. Melissa discusses simple ways to apply automation to both the customer and employee side to create an efficient and balanced customer experience.

Jan 26, 2022

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Boone-Putney

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Leveraging technology to meet the needs of multiple end users

This episode features an interview with Boone Putney, Chief Technology Officer at Fetch Package. Boone talks about bringing excitement and beauty into the customer experience, the importance of all teammates understanding the end user, and how technology and CX go hand in hand.

Jan 11, 2022

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Podcast symbol Episode 3

The pandemic pivot

This episode features an interview with Keren Lynch, Publicist and Manager of Communications for the Anaheim Ducks. Keren talks about the challenges they faced during the pandemic as an in-person events based business. She shares how the Ducks worked to be an asset to their community, and to engage with their fan base in new and unique ways, including socially distanced and virtual events.

December 15, 2021

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Tim Ash

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Getting inside your customer’s head

This episode features an interview with Tim Ash, Co-Founder and CEO at SiteTuners, a strategic conversion rate optimization agency. Tim talks about getting inside your customer’s head and creating an intuitive website that feels familiar and drives sales.

December 2, 2021

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Robin-Laine

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Building your customer experience from the ground up

This episode features an interview with Robin Laine, CEO and Co-Founder of Transect, a SaaS company providing automated environmental compliance solutions for the built world. Robin talks about advocating for the customer, making a product 10 X better than the competition, and the life cycle of a startup.

November 17th, 2021

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CX Detectives poster

Podcast symbol Episode 0

Welcome to CX Detectives

Introducing a show about solving the toughest Customer Experience challenges. Hosted by Lyssa Myska Allen and presented by HGS.

October 15, 2021

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