Claim OwnershipCX Decoded By CMSWire
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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.
Each episode is designed to help you better understand the customer experience and the value it can add to your customers' lives.
91 Episodes
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Jeremy Cohen, manager of fan development and insights for the Buffalo Sabres, explains how AI analysis of more than 40,000 fan comments, monthly focus groups and street-level listening during a playoff run shaped real investments in the Sabres fan experience.
Suzie Dieth, VP and Chief Experience Officer at NRG and CMSWire's 2026 CX Leader of the Year, joins CX Decoded to trace nearly 21 years of building a CX program from scratch — from contact center roots to AI-driven insight at scale.
Three competing CDP vendors — Tealium, Treasure AI and Databricks — join CX Decoded for an unusually candid panel on real-time activation, the orchestration layer and why trust may be the category's next real fight.
Jorge Camargo, Head of Digital Platforms at Bank of America, joins CX Decoded to discuss the eight-year evolution of Erica, the bank's AI assistant — covering scale, personalization, compliance and what's next as generative AI reshapes client expectations.
Clarks' Mario Protano joins CX Decoded to unpack how AI is reshaping product discovery, why brand mentions are replacing clicks as a success metric, and how the 200-year-old footwear brand is rebuilding its affiliate and attribution strategy around a messier customer journey.
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