Customer Experience Patterns Podcast
By Sam Stern
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Category: Marketing
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Episodes: 141
Description
Every 2 weeks, customer experience expert Sam Stern will explain a customer experience pattern that underpins some of the World's best customer experiences. Patterns are models or designs dervied from real-world examples that have been proven to work.
The episodes will include detailed descriptions of the Pattern, data and evidence to supports its importance, and instructions to follow the pattern yourself to create great customer experiences.
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
| Episode | Date |
|---|---|
|
Measuring CX: A Better Way
|
Jun 25, 2026 |
|
Your Buying Journey Collapsed - Here's What To Do About It
|
Jun 18, 2026 |
|
The Ruinous Way We Run Feedback Surveys Today
|
Jun 04, 2026 |
|
Making CX Valued and Valuable With Shawn Nason
|
May 28, 2026 |
|
The IKEA Effect / Type 2 Fun / The Hero's Journey Are All Forms of Good Friction
|
May 21, 2026 |
|
How 1 CX Pro Created C-Suite Buy-in For Customer Experience
|
May 14, 2026 |
|
Service Recovery Energy - Everywhere!
|
Apr 30, 2026 |
|
Behind Negative Experience Peaks Are More Negative Peaks
|
Apr 16, 2026 |
|
Experience Is Everything - Jeannie Walters Book Launch Special Episode
|
Apr 09, 2026 |
|
The Kernel of Customer-Centric Culture Change
|
Apr 02, 2026 |
|
Stated Preferences or Revealed Preferences? Neither? Both?
|
Mar 19, 2026 |
|
The CX - EX Leadership Your Company Needs
|
Mar 12, 2026 |
|
Your Customers Lives In The Future - Meet Them There
|
Mar 05, 2026 |
|
Great CX Is Built On Great Collaboration with Sarah Andrews
|
Feb 26, 2026 |
|
Uncertainty Is The Bad Experience That's Easiest To Fix
|
Feb 12, 2026 |
|
Build Your Community. Build Your Capability With Marc Fonteijn
|
Feb 05, 2026 |
|
A Customer Expereince Koan To Help You Find Your True Work
|
Jan 29, 2026 |
|
How CX Teams Must Evolve To Survive & Thrive In 2026
|
Jan 22, 2026 |
|
Empathy Has a Hidden Super Power For Customer Experience
|
Jan 15, 2026 |
|
Agreements That Make Great CX Delivery Possible
|
Jan 08, 2026 |
|
We're All On The Same Page | We're All Doing Different Things
|
Dec 18, 2025 |
|
The Overlooked CX Superpower with Lauren Feehrer
|
Dec 11, 2025 |
|
Make Bright Spots More Likely To Emerge In Your Customer Experience
|
Dec 04, 2025 |
|
Making AI Actionable For Your CX - With Nico Rieul
|
Nov 27, 2025 |
|
5 Things I Didn't Know About The Peak-End Rule
|
Nov 20, 2025 |
|
Integrating AI Into Customer Experiences The Right Way
|
Nov 13, 2025 |
|
Take Inspiration From Experience Conventions And Obligations
|
Nov 06, 2025 |
|
10 Seconds Or Less To Convince Someone To Be Your Customer
|
Oct 30, 2025 |
|
Creating Great Experience Ends Starts With Knowing When The Experience Ends
|
Oct 23, 2025 |
|
Journey Mapping With AI Masterclass
|
Oct 16, 2025 |
|
Make CX Day & Customer Service Week The Fresh Start Your CX Initiatives Need
|
Oct 09, 2025 |
|
Journey Mapping Masterclass With Marion Boberg
|
Oct 02, 2025 |
|
What's the matter with measurement in CX?
|
Sep 25, 2025 |
|
Psychology of CX 101 Book Launch Episode with Author Mark Levy
|
Sep 18, 2025 |
|
Effortless Experiences Are Forgettable & Regrettable
|
Sep 11, 2025 |
|
Employee Experience & Customer Experience Hot Takes Leave Me Cold
|
Sep 04, 2025 |
|
Rethinking Employee Experience Myths And Reality
|
Aug 28, 2025 |
|
Why You Should Buck The Trend Of Treating Employees Poorly
|
Aug 14, 2025 |
|
The Exponential CX Team: How One CX Team Increased Its Impact By 50X
|
Aug 07, 2025 |
|
CX Execution Secrets With Salman Sharif
|
Jul 31, 2025 |
|
What Proust, Mad Men And Steven Bartlett's Barber Can Teach CX Teams About Creating Memories
|
Jul 24, 2025 |
|
You Will Have To Take Responsibility For Problems That Aren't Yours To Solve
|
Jul 18, 2025 |
|
Good All The Time Beats Potentially Great - The Case For AI
|
Jul 10, 2025 |
|
How To Build Your Internal Coalition To Make CX Transformation Possible
|
Jul 04, 2025 |
|
The CX Leader Of The Year Is Here
|
Jun 26, 2025 |
|
Be Prepared For Your Big Break - Having A Plan If Luck Breaks Your Way
|
Jun 12, 2025 |
|
CX Action Above All
|
Jun 05, 2025 |
|
I've been Vibe Coding For A Week - AMA
|
May 22, 2025 |
|
Stop Treating Empathy & Emotional Intelligence Like Tactics
|
May 15, 2025 |
|
Preparing For Unexpected Disruption To Your Customer Experience
|
May 08, 2025 |
|
Integrate AI Into CX The Right Way
|
May 01, 2025 |
|
Harness Your Paranoia About CX Commitment
|
Apr 24, 2025 |
|
Great Customer Experience Requires Great Employee Experience
|
Apr 17, 2025 |
|
100 Days Into 2025 - Are You On Track With Your CX Goals?
|
Apr 10, 2025 |
|
Trust Comes First - Then CX Transformation - With Mark Slatin
|
Apr 03, 2025 |
|
Emotional Labor Is Exhausting Your Employees And Compromising Your CX
|
Mar 27, 2025 |
|
You Do Not Control Your Customers' Experience
|
Mar 20, 2025 |
|
Teaching Forces You To BS Test Your Own Knowledge
|
Mar 13, 2025 |
|
CX As Teenager: Back To Childhood Curiosity? Or Forward To Adulthood Maturity?
|
Mar 06, 2025 |
|
CX Shortcomings Explained By Chesterton's Fence & Black Swans
|
Feb 27, 2025 |
|
Creating The CX Standards With Erin Wallace From Bain
|
Feb 20, 2025 |
|
With Deceptive Patterns The Entropy Is Coming From Inside The Building
|
Feb 13, 2025 |
|
Which Parts Of Your CX Need AI?
|
Feb 06, 2025 |
|
It's (almost) never to late to intervene with customers who have negative emotions
|
Jan 30, 2025 |
|
Integrating GAI & AI Into Your Customr & Employee Experiences
|
Jan 23, 2025 |
|
3 Ways To Push Back Against Entropy In Your Customer Experience
|
Jan 16, 2025 |
|
Coaching Can Help You Be The CX & Design Leader You Dream Of Being
|
Jan 09, 2025 |
|
4 Ideas For Getting 2025 Off To A Flying Start
|
Jan 02, 2025 |
|
Give The Gift Of Authentic Listening During The Holiday Season
|
Dec 19, 2024 |
|
Inspecting Your Experience From The Front Lines
|
Dec 12, 2024 |
|
Unclosed Loops Are Circles In Hell
|
Nov 21, 2024 |
|
How 2 CX Leaders Found Their Way To Customer-Facing Roles
|
Nov 14, 2024 |
|
Service Recovery Done Right - Fast, Proactive, Decisive & Human
|
Nov 07, 2024 |
|
Customer Value - Different Forms, Different Facets
|
Oct 31, 2024 |
|
Emotions Matter More Than You Think - Even When You Think They Matter A Lot
|
Oct 24, 2024 |
|
The Winding Path To CX & CX Insights
|
Oct 17, 2024 |
|
Emotional Is Rational
|
Oct 10, 2024 |
|
The Future Of Customer Experience With Greg Melia
|
Oct 03, 2024 |
|
Bright Spots Analysis - Step By Step
|
Sep 26, 2024 |
|
The State Of Customer Experience - As Profession & Business Discipline
|
Sep 19, 2024 |
|
Analysis Paralysis Is Not The Only Decision-Making Problem CX Pros Face
|
Sep 12, 2024 |
|
Voice Of Customer Shows You The Path - Customer Research Helps You Walk It
|
Sep 05, 2024 |
|
Great CX Is Rare Because Its Hard.
|
Aug 29, 2024 |
|
Humanity Is At The Heart Of Great Customer Experiences
|
Aug 22, 2024 |
|
Your Current Company Culture Is A Design Constrain
|
Aug 15, 2024 |
|
Why Designing AI Into CX Requires Rethinking Human-Centered Design Practices
|
Aug 08, 2024 |
|
How To Address The Root Causes Of Frustrations From Waiting
|
Aug 01, 2024 |
|
The Right Way To Deliver Digital-First Customer Experiences
|
Jul 25, 2024 |
|
4 Ways To Build Trust With Your Customer Experience
|
Jul 18, 2024 |
|
Customer-Care Is Not A Cost To Be Minimized With Stacy Sherman
|
Jul 11, 2024 |
|
Define the negative space around your CX
|
Jul 04, 2024 |
|
Why Your CX Team Should Craft A Mission Statement & Create A CX Toolkit
|
Jun 27, 2024 |
|
Customer Experience Scores Reach A New Low
|
Jun 20, 2024 |
|
What To Do When It's Hard To Do CX - Partnership & Perserverance
|
Jun 13, 2024 |
|
Good Friction Is Good For Customer Experience
|
Jun 06, 2024 |
|
CX Must Partner To Go Further - With Ben Geheb From VML
|
May 30, 2024 |
|
Customer Experience Success Is As Hard As It's Ever Been With Megan Burns
|
May 23, 2024 |
|
How CX Teams Can Help Their Customers Step Off The Hedonic Treadmill
|
May 16, 2024 |
|
CX Scores vs. The Hedonic Treadmill With Megan Burns
|
May 09, 2024 |
|
The Power Of Memory In CX: Memory Is A Time Machine
|
May 02, 2024 |
|
Will Generative AI Bury Or Revive Customer Experience?
|
Apr 24, 2024 |
|
CX Improvements lead to cost cuts, but cost cuts don't lead to CX improvements
|
Apr 18, 2024 |
|
Defining Customer Experience With Tom Quish
|
Apr 11, 2024 |
|
Crafting Your CX Strategy - Step By Step
|
Apr 04, 2024 |
|
It's Easier Than Ever To Create A Great Customer Experience
|
Mar 21, 2024 |
|
Great Moments Make Great Experiences - Letting go of CX Perfection
|
Feb 29, 2024 |
|
Set Accurate Expectations & Help Your Customers Make Accurate Predictions
|
Jan 19, 2024 |
|
Prediction: Not Just For the Start Of The Year
|
Jan 11, 2024 |
|
Ep. 16 CX Needs A Process Renaissance With Rick Denton
|
Jan 04, 2024 |
|
Happy New Year & Maintaining Focus On Getting CX Unstuck In 2024
|
Dec 31, 2023 |
|
Ep. 15 Remote Journey Mapping: Best Practices For The New Normal
|
Dec 14, 2023 |
|
No Peaks Without Valleys
|
Dec 07, 2023 |
|
Ep. 14 Hospitality Best Practices: Mentor It, Model It, Measure It
|
Nov 30, 2023 |
|
Happy Thanksgiving From CX Patterns
|
Nov 23, 2023 |
|
CX Teams Deserve Accountability Partners Too - Mini Episode
|
Nov 16, 2023 |
|
Ep. 13 Accountability & Customer Experience with Mark Levy
|
Nov 09, 2023 |
|
Your Customers Deserve A Clean Slate
|
Nov 02, 2023 |
|
Ep. 12 Creating An Informed CX Strategy With Mark Levy
|
Oct 26, 2023 |
|
Stated Preferences or Revealed Preferences? Which Should You Honor To Create The Best CX?
|
Oct 19, 2023 |
|
Ep. 11 Delivering And Meauring Humanity In CX
|
Oct 12, 2023 |
|
Happy CX Day From The CX Patterns Podcast
|
Oct 03, 2023 |
|
Ep. 10 The right way to measure the customer experience
|
Sep 28, 2023 |
|
Partnering To Deliver Great Customer Experiences - Loose Thread & Missing Thread
|
Sep 21, 2023 |
|
Ep. 9 Great Partner Experience Enables Great Customer Experience
|
Sep 14, 2023 |
|
Journey Maps Chart Paths To CX Improvement - Loose Threads / Missing Threads
|
Sep 07, 2023 |
|
Ep. 8 Customer Research For Journey Mapping With Kelly Price
|
Aug 31, 2023 |
|
Design Peak / End Experiences - Loose Thread / Misisng Thread
|
Aug 24, 2023 |
|
Ep. 7 How To Design Experiences For the Peak / End Rule with Kelly Price
|
Aug 17, 2023 |
|
Digital-First Customer Experiences: Loose Thread / Missing Thread
|
Aug 10, 2023 |
|
Ep. 6: The Digital-First Customer Experience With Joe Wheeler
|
Aug 03, 2023 |
|
Design Mindsets: Loose Thread, Missing Thread
|
Jul 27, 2023 |
|
Ep. 5 - Three Design Mindsets Tailor Made For The New World of Work
|
Jul 20, 2023 |
|
Employee Activation: Loose Thread, Missing Thread
|
Jul 13, 2023 |
|
Ep. 4 CX Transformation Needs Employee Activation
|
Jul 06, 2023 |
|
Agile for CX: Loose Thread, Missing Thread
|
Jun 30, 2023 |
|
Ep. 3: Agile For Customer Experience
|
Jun 22, 2023 |
|
Trust: Loose Threads & Missing Threads
|
Jun 16, 2023 |
|
Ep. 2 How To Build Trust Through Customer Experience
|
Jun 08, 2023 |
|
Build Anticipation For A Great CX: Loose Treads & Missing Threads Mini Episode
|
Jun 01, 2023 |
|
Ep 1: How To Build Anticipation For A Great Experience, Not An Exact Experience
|
May 24, 2023 |
|
Customer Experience Patterns Trailer
|
May 10, 2023 |