Episodes

  • 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.
    Show More Show Less
    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.
    Show More Show Less
    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.
    Show More Show Less
    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.
    Show More Show Less
    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.
    Show More Show Less
    30 mins
  • 100 Days Into 2025 - Are You On Track With Your CX Goals?

    100 Days Into 2025 - Are You On Track With Your CX Goals?
    Apr 10 2025

    My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.


    The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!


    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: 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.
    Show More Show Less
    6 mins
  • Trust Comes First - Then CX Transformation - With Mark Slatin

    Trust Comes First - Then CX Transformation - With Mark Slatin
    Apr 3 2025

    Mark Slatin on LinkedIn


    The Trusted Advisor - book & framework. I recommend this book.


    My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.


    The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!


    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 full-length episode of the podcast.


    My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025


    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.
    Show More Show Less
    27 mins
  • Emotional Labor Is Exhausting Your Employees And Compromising Your CX

    Emotional Labor Is Exhausting Your Employees And Compromising Your CX
    Mar 27 2025


    Emotional Labor


    My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.


    The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!


    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 full-length episode of the podcast.


    My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025


    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.
    Show More Show Less
    9 mins