The CX Decoded Podcast by CMSWire

CX Decoded Podcast

Customer Experience Decoded is CMSWire's semi-monthly podcast designed to deliver insights from leaders driving the evolution of customer experience, with an emphasis on digital touch points, customer journeys, respectful data management and voice of the customer.

Each episode is designed to help you better understand how industry leaders are managing customer experience and the value these practices can bring to your customers' and employee's daily lives.

Have a question, comment, idea or guest suggestion? Drop us a line at [email protected].



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About the Hosts

Rich Hein

Based in Sunny Florida, Rich Hein is Head of Content and Audience Strategy for CMSWire. He has worked in digital technology publishing for nearly two decades, connecting readers with content that matters to them. Rich creates and implements editorial strategy and works cross-functionally with marketing to serve and build CMSWire's audience of over 250,000 unique monthly visitors.

Dom Nicastro

Dom Nicastro has covered the digital customer experience and digital employee experience spaces since he began with Simpler Media Group full-time in January of 2014. He regularly serves as emcee at his company's two industry events and as moderator for SMG webinars. On the side, Dom is a sports-talk radio host for an FM station out of the Boston area. Prior to Simpler Media Group, Dom was a journalist at a healthcare publishing company and served as editor of his hometown's daily newspaper, the Gloucester Daily Times in the North Shore region of Massachusetts.


Recent Episodes

We like our phones. Americans spend about five hours a day on their mobile devices. The number of mobile internet users in the United States has steadily increased, reaching an all-time high of over 274 million users in 2020. Further, over 50% of total website traffic in the U.S. originated from mobile devices in early 2020, right before COVID-19 related shutdowns started to take shape across the country.

No shock to the experienced marketer and customer experience practitioner, this means that your customers are out there with their mobile devices. They’re doing things like researching products, reading reviews, shopping, spending time on social media and, yes, even making phone calls. The pandemic has accelerated this trend, forcing many organizations to pivot on a dime and go all in on digital.

Naturally, building a mobile-first mindset did not start with the pandemic. However, the past year has accelerated mobile usage and forced brands to be mobile-ready with things like curbside pickup and online orders. In other words, usable, scalable and measurable apps equals a good thing for brands.

To help us discuss mobile-first culture and the brand-customer connection, Francisca Hawkins, VP of digital and technology for Philz Coffee joins Rich and Dom on this episode of CX Decoded.

The challenges for the marketing department in the past year during the COVID-19 pandemic have been many: striking the right brand tone, dealing with trimmed budgets and, most of all, staying relevant and keeping their jobs.

Forrester predicted 469,000 marketing jobs would be lost in the US by the end of 2020 in one forecast. Marketers maybe more than ever need to prove their worth. They need to shed bad habits, reduce inefficiencies and nail it when it comes to submitting the right tone in brand messaging.

In this episode of CX Decoded, we caught up with Nicole France and Liz Miller from Constellation Research. While currently analysts and researchers now, they are marketers at heart, having served in marketing roles in the past. They'll share their thoughts on overcoming the bad marketing habits and processes we are all dealing with today.

What have the past 12 months done for digitally-enabled products? Accelerated their portfolios by seven years, according to a McKinsey Global Survey of executives.

Never before has there been this quick of a digital transformation effort to modernize business processes, supply chains and workflows like we saw over the past year. And digital business is still evolving.

While the workplace saw large-scale adoption of remote work, brands saw huge shifts in customer behavior that had all organizations playing catch-up. According to a Harris Poll report released March 15, The Great Awakening: A Year in the Life in the Pandemic, eight in 10 American consumers plan to shop online in some fashion, even when the COVID-19 global pandemic comes to an end. Further, 64% of shoppers say they plan to continue to use less cash, and (48%) don't want to touch cash anymore.

All of these findings point to continued digital transformation as a bottom-line impact on business processes and brand strategy. The good news is we caught up for this latest edition of the CX Decoded podcast with an executive who already lived this kind of digital transformation — Adam Brotman, former chief digital officer at Starbucks. Brotman is now the CEO of startup Brightloom, a customer growth platform.

GDPR, CCPA, CPRA … it’s enough to make a marketer’s head spin. At the time of this recording, three US states have enacted comprehensive consumer data privacy laws, and more are likely on the way. And that’s not to mention the possibility of a US federal privacy law.

Are you tech ready? Is your marketing staff trained to handle personal-data requests from your customers and prospects who trust your brand to be compliant? How do your customers stand to benefit from your practices around these new laws?

In the latest CX Decoded Podcast, we’ll help marketers cut through the data-privacy haze with CMSWire’s Rich Hein and Dom Nicastro, who are joined by digital policy and data privacy expert Kristina Podnar.

Do you really want to live in a cookie-less world? Digitally, anyway, that’s the reality for marketers.

The impending demise of the third-party cookie will take one big bite out of a marketer’s tried and true go-to strategy. Marketers have used third-party cookies for decades to inform digital advertising and user experience by tracking information about visitors and their behavior when not on their actual

But it’s a new world when it comes to data privacy. And the tech giants are taking action. Apple and Google are making moves to support the termination of this type of data tracking on the web.

How can marketers adjust? Is the demise of third-party cookies actually a good thing for marketing strategy?

How can CX professionals adapt in light of these challenges?

Co-hosts Rich Hein and Dom Nicastro of CMSWire and special guests Ratul Shah, head of product marketing at SAP, and Tim Hayden, the CEO of BrainTrust, discuss on this CX Decoded Podcast marketing in a cookie-less world.

Every company in the history of the business world likely would benefit from listening to their customers. The challenge today? Customers talk. A lot. And in many different ways and in many different media platforms.

It’s on their brands to listen — and act. If it were only that easy.

Voice of the Customer (VoC) technology has become a billion-dollar business for vendors. And it seems like a billion-dollar challenge for customer experience practitioners: how do I manage my VoC data, programs and, most importantly, make it actionable for better customer experiences? How do I create strong feedback loops? What impact did COVID-19 have on VoC in 2020 and what will be the priority for CX professionals in this arena in 2021?

Join co-hosts Rich Hein and Dom Nicastro of CMSWire and special guest Stephanie Thum, CCXP, founding principal of Practical CX, on this CX Decoded podcast to learn the latest strategies to boost VoC programs and thrive in a rapidly changing world economy.

Welcome to CMSWire's first podcast.

Everyone knows 2020 kicked digital customer experience into high gear. Businesses, even those whose primary model was brick-and-mortar, had to adapt digitally and fast because of COVID-19 precautionary lockdowns that shuttered stores and sent customers to digital shopping and communication experiences with their brands.

It was up to customer experience professionals to execute on these digital experiences. And it was anything but seamless.

Only 11% of CX professionals told CMSWire in its State of the Digital Customer Experience 2021 report that their tools are working well. Another 47% say they’re satisfactory, and 43% say they need work.

Furthermore, CX practitioners reported struggles with limited budget/resources (46%), siloed systems and/or fragmented customer data (37%), limited cross-department alignment/collaboration (34%), outdated/limited technology, operations or processes (29%) and lack of in-house expertise/skills (27%).

How can CX professionals adapt in light of these challenges?

Join Rich Hein and Sarah Kimmel of CMSWire and special guest Annette Franz, CCXP, founder and CEO of CX Journey Inc., on this CX Decoded podcast for more insights on the yearly CMSWire report and how to better deliver digital customer experiences in 2021.

Check out the State of Digital Customer Experience - 2021