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PODCAST

Customer Experience Patterns Podcast

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

business marketing

All Episodes

39:24

Agreements That Make Great CX Delivery Possible

Customer Experience Patterns Podcast ·

2026/01/08

Why it's so important to make agreements with your colleagues about how you'll work together.Allison Shields on LinkedInConnect 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

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4:29

We're All On The Same Page | We're All Doing...

Customer Experience Patterns Podcast ·

2025/12/18

Previous CX Patterns episode on creating the conditions where bright spots emergePrevious CX Patterns episode on bright spots analysisPrevious episode on Bright Spots.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

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28:28

The Overlooked CX Superpower with Lauren Feehrer

Customer Experience Patterns Podcast ·

2025/12/11

Why organizational expertise is so important to the success of CX teams. Lauren Feehrer on LinkedInLoyaltyCraft CX ConsultancyConnect 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

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11:16

Make Bright Spots More Likely To Emerge In Your...

Customer Experience Patterns Podcast ·

2025/12/04

Phil Hamburg's post about the restaurant chains' change to the drive through scriptPrevious CX Patterns episode on bright spots analysisPrevious episode on Bright Spots.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

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31:24

Making AI Actionable For Your CX - With Nico Rieul

Customer Experience Patterns Podcast ·

2025/11/27

Thanks to James O'Connor for connecting us.Find Nico on LinkedInConnect 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

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9:08

5 Things I Didn't Know About The Peak-End Rule

Customer Experience Patterns Podcast ·

2025/11/20

The Peak/End rule has more layers and nuance than I thought, and I'm on a learning journey to explore it further. Join me.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

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29:14

Integrating AI Into Customer Experiences The Right Way

Customer Experience Patterns Podcast ·

2025/11/13

Puneet Mehta on LinkedInNetomiIntegrating AI into your current workflows the right way.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 &

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5:56

Take Inspiration From Experience Conventions And...

Customer Experience Patterns Podcast ·

2025/11/06

Delivering on expected moments don't make your experience trite, it makes it feel comfortable and familiar.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

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35:43

10 Seconds Or Less To Convince Someone To Be Your...

Customer Experience Patterns Podcast ·

2025/10/30

Find Todd on LinkedInBuy Todd's book - The 10-Second Customer JourneyLinks to my two episodes with CX Pro of the year Gloria Gupta:The CX Leader Of The Year Is HereYou Will Have To Take Responsibility For Problems That Aren't Yours To SolveConnect 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

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8:42

Creating Great Experience Ends Starts With Knowing...

Customer Experience Patterns Podcast ·

2025/10/23

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

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24:42

Journey Mapping With AI Masterclass

Customer Experience Patterns Podcast ·

2025/10/16

Marion's LinkedIn ProfileFolks, I can't stress how good this content is, please follow the links:Marion's epic LinkedIn post with an absolute treasure trove of CX knowledgeMarion's post on Building a Unified Journey Framework step by stepLink to Marion's post with her Journey FrameworkConnect 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

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5:32

Make CX Day & Customer Service Week The Fresh Start...

Customer Experience Patterns Podcast ·

2025/10/09

Episode 100 of the podcast.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

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26:38

Journey Mapping Masterclass With Marion Boberg

Customer Experience Patterns Podcast ·

2025/10/02

Marion's LinkedIn ProfileFolks, I can't stress how good this content is, please follow the links:Marion's epic LinkedIn post with an absolute treasure trove of CX knowledgeMarion's post on Building a Unified Journey Framework step by stepLink to Marion's post with her Journey FrameworkConnect 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

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6:16

What's the matter with measurement in CX?

Customer Experience Patterns Podcast ·

2025/09/25

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

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31:11

Psychology of CX 101 Book Launch Episode with Author...

Customer Experience Patterns Podcast ·

2025/09/18

Mark Levy on LinkedInPsychology of CX BookMark's DCX Newsletter 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

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4:16

Effortless Experiences Are Forgettable & Regrettable

Customer Experience Patterns Podcast ·

2025/09/11

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

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18:18

Employee Experience & Customer Experience Hot Takes...

Customer Experience Patterns Podcast ·

2025/09/04

Integrating Employee Experience and Customer Experience initiatives is both more complicated and simpler than you think it is. Tamar Cohen and I will make that make sense.Find Tamar on LinkedInConnect 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

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6:30

Rethinking Employee Experience Myths And Reality

Customer Experience Patterns Podcast ·

2025/08/28

The myths that lead to misguided employee experience initiatives, and how to do employee experience improvements the right way.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

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25:10

Why You Should Buck The Trend Of Treating Employees...

Customer Experience Patterns Podcast ·

2025/08/14

Why the current backlash to all things Employee Experience is short-sighted, misguided and bad for business. Just because you can bully employees doesn't mean you should.Find Tamar on LinkedInConnect 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

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8:00

The Exponential CX Team: How One CX Team Increased...

Customer Experience Patterns Podcast ·

2025/08/07

The Power Core Concept from Jeanne Bliss, the original Chief Customer Officer.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

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123 results

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