Customer Confidential: Untold Stories of Earned Growth
Rob Markey, Bain & Company partner and customer experience expertThe 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
| Publishes | Weekly | Episodes | 256 | Founded | 12 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | ManagementBusiness | |||
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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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Reviews
- 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 Podcasts5Linda__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 Podcasts5Kn0243
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 Podcasts5closet snobUnited 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 Podcasts5Redlead0United States3 years ago - Great insights into NPS
Contemporary practices with great contributors
Apple Podcasts54006david
Australia5 years ago
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Chart Rankings
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Apple Podcasts | #148 | Australia/Business/Management |
Apple Podcasts | #39 |  Norway/Business/Management |
Apple Podcasts | #93 |  Colombia/Business/Management |
Apple Podcasts | #104 |  India/Business/Management |
Apple Podcasts | #181 |  Brazil/Business/Management |
Apple Podcasts | #182 |  South Korea/Business/Management |
Talking Points
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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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1. People I (Mostly) Admire
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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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