10 podcasts for digital CX disruptors
Customer experience (CX) professionals are faced with a deluge of challenges: What are the best ways to attract and retain customers? What tech will actually help to deliver better experiences? How can I maintain service quality while minimizing costs? The list goes on.
Fortunately, you don't have to come up with all the answers alone. Great company can be found in a range of podcasts hosted by, and featuring, the most charismatic and innovative thinkers in the industry. Whether your interests lie in customer experience innovation, technology, leadership or something else entirely, there's a podcast for you.
Tune in to these shows to hear from leaders who are solving real problems for customers, employees and everyday people. Below are 10 of the best CX podcasts and recommendations on where to start your listening journey.
1. This Is Growth
Daphne Costa Lopes, global director, customer success (CS) — strategic accounts at HubSpot and founder of CS consulting company This Is Growth, is an authoritative voice on customer-led growth that should be heard. As host of the This Is Growth podcast, Costa Lopes enlightens leaders on how to build and scale revenue-generating CS teams. Episodes cover a range of customer success topics — from transforming programs with AI to the art of strategic gifting.
Listen to Daphne Costa Lopes discuss the importance of customer retention on the Questions for now podcast episode, “How can brands turn customer success into their second growth engine?”2. Experience Action
Jeannie Walters, an award-winning customer experience expert, keynote speaker and founder of Experience Investigators, digs into real questions from real leaders in Experience Action. With the goal of making the CX enrichment process as simple as possible, Walters focuses on turning insights into actions. For example, the episode “What Do Customers Want?” explores the basics of establishing a proactive feedback strategy and explains how listeners can act on feedback to enhance business results.
3. Questions for now
Questions for now is a podcast from TELUS Digital that shares compelling perspectives on the digital customer experience. Featuring thought leaders from beloved brands and influential institutions, the show is packed full of actionable insights that listeners can apply in their organizations today. Recent episodes have explored today's big questions on topics including the case for reframing customer experience as experience management, leveraging AI to create personalized experiences at scale and how to optimize CX investments.
Haven’t listened to the show before? Start with our episode on the big questions CX leaders should ask to improve customer outcomes,. which pulls together clips from some of our best episodes.
Got a suggestion for a potential episode or guest? Reach out to us with your recommendations.
Questions for now offers compelling perspectives and actionable insights from influential thought leaders weighing in on today’s big questions in digital CX.4. Outthinkers
Listen to this growth-strategy podcast to gain insights from strategists and innovators challenging the status quo and shaping the future of customer experience. It’s hosted by Kaihan Krippendorff, author, speaker and CEO of global think-tank Outthinker Networks. Have a listen to episode 111, featuring Tobias Dengel, president of TELUS Digital Solutions, discussing how to gain business efficiencies, advantages and evolution with voice technology.
5. The Intuitive Customer
Customer centricity is never a bad idea. The Intuitive Customer podcast by Beyond Philosophy takes that to heart as a way to advocate for customer-led growth. In exploring how to improve CX to accelerate growth, hosts Colin Shaw, founder and CEO of Beyond Philosophy, and Ryan Hamilton, marketing professor at Emory University, each bring a unique take on a variety of topics, including building customer trust, breaking organizational silos, AI’s impact on the customer experience and more.
6. The CX Cast
Produced by the analyst firm, Forrester, The CX Cast gives a voice to the thought leaders behind the company’s research. Each week, listeners are treated to a dissection of key CX findings and relevant news topics, along with enlightening discussions with guests who are integrating unique ways of overcoming common CX challenges. Topics have included defining guerilla CX tactics, lessons learned from generative AI implementation, Forrester industry predictions and more.
7. Inspiring Women in CX
Hosted by Clare Muscutt, founder and CEO of Women in CX, this podcast spotlights motivational stories from female leaders forging new paths in the customer experience industry. Offering something for everyone, topics range from career growth to building a successful operating model. Start with the hard-hitting episode "Why CX is failing and what we need to do about it" featuring past Questions for now guest Diane Magers, founder and CEO of Experience Catalysts, in which she and the host debate how CX leaders can cultivate success now and in the future.
8. Creating Superfans
In this podcast, Brittany Hodak, keynote speaker and author of the best-selling book, Creating Superfans: How to Turn Your Customers Into Lifelong Advocates, explores how to turn your CX into your superpower. In a relatively short amount of time, each episode provides critical insights along with a good dose of entertainment. Episode titles include, “Mastering micro and macro customer experience strategies,” “How to earn more referrals in your business,” “Scaling a customer-centric franchise” and much more.
Hear Brittany Hodak talk about the importance of employee experience in building exceptional CX in the Questions for now podcast episode, "How can brands deliver experiences that create loyal customer advocates?"9. Amazing Business Radio
In Amazing Business Radio, author, keynote speaker and CX expert, Shep Hyken delivers weekly interviews with business professionals and CX leaders. Having worked with some of the world’s biggest brands, including Disney and FedEx, Hyken is renowned in the industry for his thoughtful approach to customer experience. In this podcast, as in all of his work, he focuses on every organization’s biggest challenge — how to ensure the customer returns.
10. The Modern Customer Podcast
To get the best insights, you've got to be listening to the leading experts. Hosted by futurist, author and renowned CX strategist Blake Morgan, The Modern Customer Podcast needs to be on your radar. Morgan shares lessons related to CX, social customer service and content, featuring true thought leaders with stories to tell. Start with the episode featuring Adrian McDermott, CTO of Zendesk — one of our technology partners — in which Adrian explains how to leverage creative thinking to unlock the true power of AI in CX.
Podcasts offer insights, loud and clear
With such an array of thoughtful discussions, leading voices and practical takeaways, podcasts could be the source of your next big idea. Whether you’re looking to advance yourself, your organization or both, have a listen to the best podcasts the CX industry has to offer.
