by Dom Nicastro
CX Decoded is our semi-monthly podcast designed to deliver insight from leaders in the customer experience and marketing industries. Each episode is designed to help you better understand the customer experience and the value it can add to your customers’ lives.
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Publishing Since
2/9/2021
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March 31, 2025
Jim Lecinski, clinical professor of Marketing at Northwestern University, discusses how CMOs can drive growth and stay customer-obsessed in an AI-driven world.
November 27, 2024
<p>In this episode of “CX Decoded,” Michelle Hawley, senior editor at CMSWire, takes a look inside the nuances of brand evolution in today’s digital word, featuring Amber Holm, CMO at <a title= "Winnebago Industries" href="https://www.winnebagoind.com/" target= "_blank" rel="noopener noreferrer">Winnebago Industries</a> and Ranu Coleman, head of marketing at <a title="PatPat" href="https://www.patpat.com/" target= "_blank" rel="noopener noreferrer">PatPat</a>.</p> <p>In this episode, both leaders delve into the importance of customer insights in keeping brands relevant — and the challenges that come with repositioning in the consumer space. They also share strategies for maintaining brand integrity, including keeping existing customers happy while reeling in new audiences.</p> <p>Through in-depth interviews originally aired separately on the CMSWire TV show “<a title="The CMO Circle" href= "https://www.cmswire.com/tag/cmo-circle/" target="_blank" rel= "noopener noreferrer">The CMO Circle</a>,” Holm and Coleman offer a deeper understanding of how established brands can stay ahead through change and innovation. </p>
October 30, 2024
<p>In this episode of CX Decoded, host Dom Nicastro, editor-in-chief of <a title="CMSWire" href= "https://www.cmswire.com/" target="_blank" rel= "noopener noreferrer">CMSWire</a>, dives into the future of AI in customer service with insights from three leading experts in the field. This episode brings together discussions from two separate CMSWire TV <a title= ""Beyond the Call"" href= "https://www.cmswire.com/tag/beyond-the-call/" target="_blank" rel= "noopener noreferrer">"Beyond the Call"</a> interviews, featuring Barry Cooper, president of <a title="NICE" href="https://www.nice.com/" target="_blank" rel= "noopener noreferrer">NICE</a>’s CX Division; Tom Laird, CEO of <a title="Expivia" href="https://www.expiviausa.com/" target="_blank" rel="noopener noreferrer">Expivia</a>; and Keith Farley, SVP of Individual Voluntary Benefits at <a title="Aflac" href="https://www.aflac.com/" target= "_blank" rel="noopener noreferrer">Aflac</a>.</p>
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