We’re breaking the mold in this episode, as Nicole sits down with two of her peers who are helping bring the CX vision for Microsoft to life. How do you embed customer experience into the DNA of a global organization? Learn from Mike Friday GM of Global Customer Experience Engagement and Diana Parker; GM of Enterprises Sales & Operations who share how Microsoft moved from reactive surveys to predictive, AI-powered insights—making CX a natural part of everyone’s day. Culture, accountability, and agility are the game changers.

You'll walk away with:

• Why culture—not tools—was the starting point for CX transformation

• How real-time feedback and AI are driving proactive customer engagement

• The power of shared accountability and personalized insights in CX strategy

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

• CX Council at Microsoft

• AI-powered Sales Copilot and Sales Chat

• Champions Cup CX Awards

• Always-on listening mechanisms

🎧 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

Buying a car should feel like a joyride, not a chore—and CarMax is investing to make it easy, exciting, and even fun. In this episode of Simply CX, Nicole sits down with Shamim Mohammed, EVP and Chief Information and Technology Officer at CarMax, to explore how the company is redefining the car buying experience. From omnichannel innovation to AI-powered tools like Sky 2.0, Shamim shares how CarMax puts customers at the center of every decision, creating multi-channel, personalized, and empowering journeys.

You'll walk away with:

• How CarMax’s omnichannel strategy is transforming customer experience

• The role of AI and experimentation in driving innovation

• Why startup culture and empowered teams fuel CX success

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

• Sky 1.0 and Sky 2.0 AI assistants

• CarMax’s Instant Offer (IO) program

• Cross-functional product teams and startup culture

• Net Promoter Score (NPS) as a CX metric

• GenAI for customer review optimization

🎧 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: Shamim Mohammed, EVP & Chief Information and Technology Officer, CarMax

CarMax: https://www.carmax.com

In this episode of Simply CX, Nicole sits down with Imran Khan, Head of Innovation and Design at TD Bank, to explore what it means to stay human-centered in a world of rapid AI transformation and generational change.

Imran shares how TD Bank is designing intuitive, intelligent experiences that serve both customers and employees—from real-time AI support for call center agents to the groundbreaking Roblox game “Treat Island Tycoon,” which teaches kids money skills through play. They also discuss accessibility innovation, cross-generational loyalty, and how CX teams can stay focused while experimenting in an overwhelming tech landscape.

Whether you’re building with Gen Alpha or Gen X in mind, or navigating how AI reshapes your employee experience, this conversation offers a practical, inspiring look at what it means to innovate with people—not just platforms—in mind.

You’ll walk away with:

• How to balance personalization and scale in the AI era
• Why gamification and financial literacy matter for CX
• What TD’s accessibility adapter can teach us about inclusion
• The importance of triangulating data, design, and emotional insight



🎧 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

Mentioned in this episode:

• Treat Island Tycoon – TD Bank’s financial literacy game on Roblox
• Accessibility Adapter – Free, customizable web experience tool from TD

In this episode of Simply CX, Nicole sits down with behavioral scientist and CX visionary Ken Hughes to explore the emotional side of customer experience. Together, they dive into why emotional loyalty and customer intimacy are the true differentiators in an increasingly commoditized, AI-powered landscape.

Ken shares powerful stories—from how Octopus Energy uses music personalization to create emotional connection and reduce hold time frustration, to how Taylor Swift’s tribal fandom is a masterclass in long-term brand loyalty and customer engagement. They discuss the critical role of creativity, diverse teams, and employee empowerment in shaping standout experiences. Plus, why B2B brands might actually be in the best position to deliver truly personalized service.

You’ll walk away with:

• Why emotional connection outlasts product features
• How using unique human connection creates loyalty
• Understanding how to strengthen your brand through CX creativity and cultural leadership



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.

🎧 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:

Ken Hughes – Consumer & Shopper Behavioralist | CX Strategist | Keynote Speaker

Mentioned in this episode:

• Octopus Energy – Learn more about their customer-first approach
• Taylor Swift’s The Eras Tour – A case study in emotional brand loyalty
• Brené Brown – Author and researcher on vulnerability and emotional intelligence
• Esther Perel – Psychotherapist and relationship expert
• Disney+ – Streaming home of Taylor Swift: The Eras Tour (Taylor’s Version)
• Grease Monkey – Quick-lube franchise mentioned for its customer delight strategy

Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success.