Experience Matters podcast!

The Experience Matters podcast is back for its third installment and filled with educational and entertaining interviews with CX leaders across regions and industries. Hosted by CX luminary, Nate Brown, Sr. Director of CX at Arise, Experience Matters features interviews with the best and brightest experience leaders. 

A Step Ahead of Customer Expectations: Jeremy Hyde of Sun Country Airlines

Jeremy Hyde packs a SERIOUS punch in this dynamic episode. From evolving customer expectations, to forging the circle of psychological safety with employees, to creating a "Voice of the Agent" playbook, this conversation has something for every CX leader.

Accelerated CX Innovation: Aaron Eden of Intuit

Are you feeling stuck on the path of your CX transformation? This episode with Aaron Eden of Intuit is exactly the kick you need. We share tremendous insights on how to drive customer-centric innovation that will yield huge results in an accelerated timeframe. From "The Lean Start-In" to the famous Intuit "Design for Delight" philosophy, this power-packed episode is sure to inspire!

Voice of Customer Episode: Jenny Dempsey

In this episode, host Nate Brown is joined by Jenny Dempsey, Customer Experience Manager for Appeal Sciences for a discussion on the importance of voice of customer. Learn how it can be a rallying point for your CX team and entire company, and how to use it to beat burnout, foster engagement, create trust among teammates, and ultimately, create a better product or service for your customers.

A Contagious CX Energy: Octavius Rubby

Great experiences are created by great people. Octavius is one of those exceptional individuals who is creating CX magic with every interaction. He is a wonderful example of the type of CX talent most organizations are desperate to find. This dialogue gives us the unique and wonderful opportunity to probe deeper into Octavius's mentality...understanding what motivates him and provides him with the gift of overflowing positive energy. The conversation also features Erica Dorison, another exceptional individual with a contagious CX energy. There is so much to learn here about how we can encourage and develop our own people to create experiences that matter!

The Growth Experience: Jonathan Shroyer of Arise

Join Jonathan Shroyer, Chief CX Innovation Officer at Arise, as we discuss culture building, unlocking creativity across the organization, and fostering a positive growth mentality personally and professionally.

The Digital Experience: Rick DeLisi

Join Rick DeLisi, a master of all things customer loyalty, as he explores the increasing role of digital channels in the overall customer experience. Create seamless interactions while guiding customers to the very best resolution path!"

Bringing The Pieces Together: Tanya Thomas of Experian

Tanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transformation!


The Player Experience Episode: Dylan Servantes of Hit Factor

John Pompei of Arise and Dylan Servantes of Hit Factor as they discuss the fascinating and ever-changing landscape of Player Experience. There is so much to learn no matter what industry you are in from the dynamic things that are unfolding in the gaming space.


Creating Brand Ambassadors: Shana Kelly of DICK'S Sporting Goods

Join Nate Brown as he interviews the incredible Shana Kelly, Senior Director of Athlete Engagement for DICK'S Sporting Goods. Shana is doing remarkable things to engage her team and her customers...creating meaningful work and generating life-long brand ambassadors along the way!


The Experience Ecosystem: Embracing It All

We are BACK with the Experience Matters podcast! Things start off with a bang featuring Rich Wilder, The Director of Customer Experience at CHEP. We discuss the complexities of the larger experience ecosystem...acknowledging several things that are out of our control. Rich provides insights on how we can still take control and design a great overall experience!


This season, we’ll cover topics such as:

  • How to truly motivate using Voice of Customer
  • Embracing the digital experience, and turning it into a competitive advantage
  • Cultivating a customer-centric culture that fosters loyalty for employees and customers alike


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Senior Director of Customer Experience at Arise

He is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.