Episodes

  • Be Prepared For Your Big Break - Having A Plan If Luck Breaks Your Way

    Be Prepared For Your Big Break - Having A Plan If Luck Breaks Your Way
    Jun 12 2025

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.


    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.


    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.


    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.
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    5 mins
  • CX Action Above All

    CX Action Above All
    Jun 5 2025

    This week Paul Pember is back to talk more about how to actually make substantive changes to your customer experience.

    Paul Pember on LinkedIn - trust me, he's a great follow. And here's the link to his newsletter - honestly, it's a must-read for me every week.


    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.


    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.


    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.


    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.
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    20 mins
  • I've been Vibe Coding For A Week - AMA

    I've been Vibe Coding For A Week - AMA
    May 22 2025

    Tongue firmly in cheek that you can ask me anything about vibe coding. I'm just learning, but it's fun! I think it has enormous potential in CX and so I wanted to share my impressions so far.


    Thanks to Kyle Zantos for inspiring the idea of Apps as Gifts. After this podcast episode, listen to him talk with Harrison Wheeler on Technically Speaking.


    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.


    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.


    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.


    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.
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    9 mins
  • Stop Treating Empathy & Emotional Intelligence Like Tactics

    Stop Treating Empathy & Emotional Intelligence Like Tactics
    May 15 2025
    Connect with Michael Mattson on LinkedInAnd then Michael was so kind (and organized!) to share links to so many studies:Companies that implement EI initiatives see a 63% reduction in employee turnover (Apollo Technical).Teams with emotionally intelligent leadership see up to 37% increase in performance (Psico-Smart).According to a global study by Six Seconds, orgs that prioritize emotional intelligence are 22 times more likely to be high-performing.Sales teams under emotionally intelligent leaders see a 13% increase in sales (Zoe Talent Solutions).CEOs with high EQ lead companies with 5% higher profitability on average (Zoe Talent Solutions).Emotionally intelligent organizations report stronger customer loyalty, advocacy, and CX scores (Niagara Institute).Emotional intelligence interventions boost employee satisfaction, productivity, and long-term retention (Apollo Technical).Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.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.
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    36 mins
  • Preparing For Unexpected Disruption To Your Customer Experience

    Preparing For Unexpected Disruption To Your Customer Experience
    May 8 2025

    Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!


    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.


    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.


    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.


    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.
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    9 mins
  • Integrate AI Into CX The Right Way

    Integrate AI Into CX The Right Way
    May 1 2025

    Find David on LinkedIn


    Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!


    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.


    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.


    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.


    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.
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    30 mins
  • Harness Your Paranoia About CX Commitment

    Harness Your Paranoia About CX Commitment
    Apr 24 2025

    Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!


    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.


    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.


    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.


    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.
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    5 mins
  • Great Customer Experience Requires Great Employee Experience

    Great Customer Experience Requires Great Employee Experience
    Apr 17 2025

    Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!


    Connect with our guest, Nora Osman, on LinkedIn


    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.


    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.


    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.


    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.
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    30 mins
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