The first season of Simply CX was full of insights from creating emotional loyalty and building organizational culture to AI-driven innovation and omnichannel experiences. In this episode, Nicole shares the themes and stories that shaped the season...

Episode Summary: In this episode of Simply CX, Nicole talks with Nasim Eftekhari from City of Hope about how customer experience innovation is reshaping cancer care. Discover how AI-driven tools like their Hope LLM are reducing clinician burnout, i...

In this episode of Simply CX, host Nicole McKinley sits down with Chris Holt, Supervisor of Technology Training at Hillsborough County Public Schools (HCPS), to explore how one of the largest school districts in the U.S. transformed its classroom experience. From interactive flat panels to AI-powered learning accelerators, Chris shares how HCPS built a human-centric, scalable change management strategy that empowered teachers and elevated student engagement. You'll walk away with: • How...

In this episode of Simply CX, Nicole talks with Brian Hodel from T-Mobile about how his team tackled a manual employee experience and transformed it into a streamlined, AI-powered solution for customers. They dive into how AI, customer feedback, and frontline employee insights shaped a tool that personalizes promotions, simplifies decision-making, and enhances both customer and employee experiences. They didn’t start with AI, they started with empathy, and how things went tell you everything abo...

In part two of our conversation with Chris Lipman, Chief Customer Experience Officer at e&, we dive deeper into how immersive leadership -- like spending a day in the call center -- can spark real change. Chris shares how AI is reshaping customer e...

“CX is not an exact science—it’s a puzzle.” In the first part of this 2-part series, Chris Lipman, an award-winning CX expert and Chief Customer Experience Officer at e& UAE, shares how his obsession with solving puzzles fuels his approach to customer experience. e& identifies and prioritizes CX issues, rapidly prototypes solutions, and measures their impact on both customer satisfaction and business outcomes. This approach not only elevates customer experience but also ensures a clear return on...

In this episode of Simply CX, Nicole McKinley talks with Erica Baird, Executive Director of Global Sales and Service at Cummins, about how customer experience is deeply embedded across every facet of the company—from engineering and field service to sales and product development. You'll walk away with: • How Cummins uses AI to predict and prevent mechanical issues before they happen • Why customer empathy is more powerful than ever in delivering positive CX • How CX data drives train...

We’re breaking the mold in this episode, as Nicole sits down with two of her peers who are helping bring the CX vision for Microsoft to life. How do you embed customer experience into the DNA of a global organization? Learn from Mike Friday GM of Global Customer Experience Engagement and Diana Parker; GM of Enterprises Sales & Operations who share how Microsoft moved from reactive surveys to predictive, AI-powered insights—making CX a natural part of everyone’s day. Culture, accountability, and ...

Buying a car should feel like a joyride, not a chore—and CarMax is investing to make it easy, exciting, and even fun. In this episode of Simply CX, Nicole sits down with Shamim Mohammed, EVP and Chief Information and Technology Officer at CarMax, to explore how the company is redefining the car buying experience. From omnichannel innovation to AI-powered tools like Sky 2.0, Shamim shares how CarMax puts customers at the center of every decision, creating multi-channel, personalized, and empoweri...

In this episode of Simply CX, Nicole sits down with Imran Khan, Head of Innovation and Design at TD Bank, to explore what it means to stay human-centered in a world of rapid AI transformation and generational change. Imran shares how TD Bank is designing intuitive, intelligent experiences that serve both customers and employees—from real-time AI support for call center agents to the groundbreaking Roblox game “Treat Island Tycoon,” which teaches kids money skills through play. They also di...

In this episode of Simply CX, Nicole sits down with behavioral scientist and CX visionary Ken Hughes to explore the emotional side of customer experience. Together, they dive into why emotional loyalty and customer intimacy are the true differentia...

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 po...