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Artwork for Customer Confidential: Untold Stories of Earned Growth

Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert
Customer Experience
Customer Loyalty
Net Promoter Score
Customer Advocacy
Net Promoter System
T-Mobile
Un-Carrier Strategy
Jobs To Be Done
John Legere
Customer Insights
University Of Phoenix
Generative AI
Market Research
Elderly Care
Telecommunications Industry
Macquarie Technology Group
Covid-19
Progressive Insurance
IMG Academy
Customer Journey

The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insi... more

PublishesWeeklyEpisodes256Founded12 years ago
Number of ListenersCategories
BusinessManagement

Listen to this Podcast

Artwork for Customer Confidential: Untold Stories of Earned Growth

Latest Episodes

Episode 256: What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard.

At IMG Academy, a private sports academy and boarding school in Florida, Chief Operating Officer Mike Milliron led the l... more

Episode 255: One of healthcare’s biggest blind spots? When patients turn 18. It’s the moment they age out of pediatrics and fall headfirst into a system designed to prioritize older, sicker adults. Physicians, stretched thin, reserve energy for compl... more

Episode 254: What if the future of AI in customer experience is built not by giant platforms but by small, reusable, open source AI agents?

Gurdeep Pall, President of AI Strategy at Qualtrics, believes open, modular AI agents will outmaneuver big t... more

Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving.

Desjardins is a 125-year-old financial co-op based in Quebec. It has deep community ties and a proud history. But that pride masked... more

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Recent Guests

Mike Milliron
Chief Operating Officer at IMG Academy
IMG Academy
Episode: Ep. 256: Mike Milliron | “We Made It Cool to Care”: From CX Resistance to Results
Tim Pernetti
Former President of IMG Academy
IMG Academy
Episode: Ep. 256: Mike Milliron | “We Made It Cool to Care”: From CX Resistance to Results
Gurdeep Pall
President of AI Strategy at Qualtrics
Qualtrics
Episode: Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail
Séverine Clairet
Vice President of Marketing and Member Experience at Desjardins
Desjardins
Episode: Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op’s Return to Customer-Centricity
Mathieu Staniulis
Vice President of Products, Solutions and Digital Platforms at Desjardins
Desjardins
Episode: Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op’s Return to Customer-Centricity
Erin Wallace
Director of Client Engagement at MyCX from Bain & Company
Bain & Company
Episode: Ep. 252: Erin Wallace | The Data Doesn’t Care How Good You Think You Are
Mike Valanzola
Senior Director, Voice of Customer and NPS Operations at Dell Technologies
Dell Technologies
Episode: Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA
Sean McEntire
Vice President of Customer Strategy and Operations at Comcast
Comcast
Episode: Ep. 250: Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse
Scott Taber
Senior Vice President for Global Hospitality at Four Seasons Hotels
Four Seasons Hotels
Episode: Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away

Host

Rob Markey
Host and an expert in customer loyalty and customer experience strategies. Renowned for his knowledge of the Net Promoter System and advising top organizations on customer-centric practices.

Reviews

4.8 out of 5 stars from 84 ratings
  • Authentic conversations with experts in CS

    Rob and his incredibly knowledgeable guests consistently deliver nothing but value in each and every episode. Packed with all the essentials that make a CS/CX show fabulous — insightful trends, tips, and assets for success in this field. Plus, they bring an authenticity and insight you won’t find anywhere else. Thanks for creating such a stellar show, Rob. Keep up the fantastic work!

    Apple Podcasts
    5
    Linda__Lee_
    Philippinesa year ago
  • Great insights and content

    Thank you for your podcast! As a CX analyst, I throughly enjoy listening, and appreciate that you remain on topic and provide great insights clear and concisely.

    Apple Podcasts
    5
    Kn0243
    United States2 years ago
  • Excellent listening for CX and loyalty

    Great podcast. Love the interviews and really helps paint the picture for why/how loyalty matters. Practical as well as inspirational.

    Edited to add: love the new name and branding!

    Apple Podcasts
    5
    closet snob
    United States2 years ago
  • Underrated podcast

    This is my favorite podcast for customer experience. It’s underrated for the quality of topics and interviews. I love that the show continues to build and share NPS improvements. Definitely recommend it!

    Apple Podcasts
    5
    Redlead0
    United States3 years ago
  • Great insights into NPS

    Contemporary practices with great contributors

    Apple Podcasts
    5
    4006david
    Australia5 years ago

Listeners Say

Key themes from listener reviews, highlighting what works and what could be improved about the show.

The host's expert interviews are praised for their authenticity and value, providing essential knowledge in the customer loyalty field.
Listeners highlight the podcast's insightful discussions and practical advice regarding customer experience.
The content is often described as transformative, catering to professionals looking to enhance customer engagement strategies.
Many appreciate the balance of data-driven insights with real-world experiences shared by high-profile guests, indicating a well-rounded approach to the topics.

Chart Rankings

How this podcast ranks in the Apple Podcasts, Spotify and YouTube charts.

Talking Points

Recent interactions between the hosts and their guests.

Ep. 256: Mike Milliron | “We Made It Cool to Care”: From CX Resistance to Results
Q: What makes you say that?
Because I don't think people realize the full power of machine learning.
Ep. 256: Mike Milliron | “We Made It Cool to Care”: From CX Resistance to Results
Q: What do you think is the most difficult decision that you guys have gone through related to CX?
The launch of our experience team was the most difficult decision, trying to integrate and navigate longstanding departmental silos.
Ep. 252: Erin Wallace | The Data Doesn’t Care How Good You Think You Are
Q: Erin, what are you looking forward to most at X4?
Erin expresses her enthusiasm to see practical applications of agentic AI in action and hopes to enhance her knowledge on the topic.
Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA
Q: So what would you say was the most important hard sell you had to make?
Centralizing our listening functions onto one platform, not an easy sell.
Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA
Q: Can you talk a little bit about that evolution from scorekeeping to the Net Promoter System?
We have really evolved, I think, in ways that industry experts would be proud of, moving beyond NPS as net promoter score and thinking about it and operating more as a net promoter system.

Audience Metrics

Listeners, social reach, demographics and more for this podcast.

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Frequently Asked Questions About This Podcast

What is This Podcast about and what kind of topics does it cover?

This series provides in-depth discussions surrounding customer and employee loyalty through the lens of industry transformation. With a strong focus on customer experience (CX), the episodes tackle pressing topics such as customer journey mapping, insights, and the Net Promoter Score (NPS) framework. Renowned industry experts, including executives and thought leaders, share their stories and strategies, providing actionable insights for organizations aiming to foster loyalty and growth. The podcast stands out for its balanced mix of empirical data, authentic storytelling, and innovative methodologies that challenge conventional approaches to customer engagement, making it a vital resource for professionals dedicated to enhancing their busin... more

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These podcasts share a similar audience with this podcast:

1. People I (Mostly) Admire
2. HBR IdeaCast
3. HBR On Leadership
4. WSJ What’s News
5. Coaching Real Leaders

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this podcast launched 12 years ago and published 256 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

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What guests have appeared on this podcast?

Recent guests on this podcast include:

1. Mike Milliron
2. Tim Pernetti
3. Gurdeep Pall
4. Séverine Clairet
5. Mathieu Staniulis
6. Erin Wallace
7. Mike Valanzola
8. Sean McEntire

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