In this episode of Simply CX, host Nicole McKinley sits down with Chris Holt, Supervisor of Technology Training at Hillsborough County Public Schools (HCPS), to explore how one of the largest school districts in the U.S. transformed its classroom experience. From interactive flat panels to AI-powered learning accelerators, Chris shares how HCPS built a human-centric, scalable change management strategy that empowered teachers and elevated student engagement.

You'll walk away with:

• How HCPS reimagined classroom instruction and experience

• The design and impact of the Hillsborough Influencer Academy to drive adoption and value

• Strategies for implementing AI-powered experiences in education while keeping human connection at the center

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.

Mentioned in this Episode

• Reading Progress & Learning Accelerators

• Hillsborough Influencer Academy

• AI Governance Council

• University of South Florida Credentialing Partnership

🎧 Produced by Larj Media

📩 For more CX insights, follow Nicole on Linkedin

If you have questions or comments about CX email us: SimplyCX@microsoft.com

Additional Resources

Guest: Chris Holt, Supervisor of Technology Training, Hillsborough County Public Schools

Partners: Microsoft K-12 Team, PowerUp EDU, Connection, University of South Florida

In this episode of Simply CX, Nicole talks with Brian Hodel from T-Mobile about how his team tackled a manual employee experience and transformed it into a streamlined, AI-powered solution for customers. They dive into how AI, customer feedback, and frontline employee insights shaped a tool that personalizes promotions, simplifies decision-making, and enhances both customer and employee experiences. They didn’t start with AI, they started with empathy, and how things went tell you everything about the power of human-centered design.

You'll walk away with:

• How human-centered design drives better CX outcomes

• Why simplicity and speed can matter more than flashy features

• What it takes to build scalable solutions that actually drive customer value

Mentioned in this Episode

• Promo Genius

• Microsoft Copilot

• Office 365 and Netflix promotions

🎧 Produced by Larj Media

📩 For more CX insights, follow Nicole on Linkedin

If you have questions or comments about CX email us: SimplyCX@microsoft.com

Additional Resources

Guest: Brian Hodel, Principal Engineer at T-Mobile

Role: Developer of Promo Genius and Orbit go-to-market system

Focus: AI-powered customer experience innovation

In part two of our conversation with Chris Lipman, Chief Customer Experience Officer at e&, we dive deeper into how immersive leadership -- like spending a day in the call center -- can spark real change. Chris shares how AI is reshaping customer experience, the risks of voice bots, and the importance of keeping customer expectations at the center of innovation.

You'll walk away with:

• Why “Beyond the Desk” is more than a leadership exercise—it's a CX game-changer

• How AI can predict and proactively improve customer satisfaction

• Why customer acceptance is the ultimate test for any new technology

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens.

Mentioned in this Episode

• Beyond the Desk initiative

• Net Promoter Score (NPS)

• Gartner Hype Curve

• Virtual Assistants and IVR systems

🎧 Produced by Larj Media

📩 For more CX insights, follow Nicole on Linkedin

If you have questions or comments about CX email us: SimplyCX@microsoft.com