The CX Engine Show
Ladies and gentlemen, start your engines, because the race to customer loyalty has begun! If you’re feeling left behind, then this new show will kick your Customer Experience (CX) efforts into a higher gear. The CX Engine Show features Kenneth “Shark” Kinney, a strategist and keynote speaker, and Brooke Sellas, the CEO and Founder of B Squared Media. With less than 20% of consumers saying brands are doing a good job adopting a customer-centric mindset, customer loyalty is at an all-time low. The CX Engine Show will help organizations better connect with their customers by sharing Shark and Brooke’s experience with enterprise brands, as well as interviewing the top brands and marketers on their customer experience and customer success stories. Specifically, our conversations will uncover the biggest customer care challenges brands are facing today as well as give real-world advice on how to fix them. The Show is in both video and audio/podcast formats. New episodes arrive every other week.
Episodes
Welcome to Episode 12 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, we welcome Richard Shapiro, the Founder and President of The Center for Client Retention and the author of The Endangered Customer: 8 Steps to Guarantee Repeat Business. Richard joins Shark and Brooke to discuss:
• Key factors that contribute to cus...
Welcome to Episode 11 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
• Identifying the right skills for CX
• Hav...
Welcome to Episode 10 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, we welcome Howard Pyle, CEO of XF.works and Founder of ExperienceFutures.org, join Shark and Brooke to discuss:
• Looking at the leadership and how that impacts who owns CX
• How CX leaders deliver on social impact agendas
• How can CX leaders bette...
Welcome to Episode 9 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
• What do you say other than sorry
• Are actions, solutions, and speed the answer
"Welcome to Episode 8 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, we welcome Ginger Shimp, Senior Marketing Director at SAP, to discuss how audio is transforming and lifting the Customer Experience.
Shark, Brooke, and Ginger chat about:
• How adding audio can lift the performance of blogs and white papers
• How a...
Welcome to the Episode 7 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
- Elon Musk and Others Call for Pause on A.I. research citing 'Profound Risks to Society'
- AI generated photos, blogs, and content
- Facebook’s ‘Kustomer Experience’
- Chatbots and applying technologies to converse with c...
Welcome to Episode 5 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
• The Importance of Community in CX
• Customer Success/Help Center Capabilities
• Social Platforms and Influencers
• Growth and Acquisition
• Community-led communities
• Our CX Champion of the Episode
• Our CX "Karen" of t...
Welcome to Episode 4 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX).
On this episode, we welcome Melissa (Sciorra) Gravito, the Head of Global SEO at Gen (formerly NortonLifeLock and Avast), to discuss Search Engine Optimization and its impact moving forward on improving CX.
Brooke and Shark dive deeper into the report with...
Welcome to Episode 3 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX).
On this episode, Shark and Brooke chat about:
• Possible implications for Chat GPT within Customer Experience
• FAQs and the importance of getting a customer's question right 100% of the time
• How technology tools still complicate CX
• The Future of Chatbots
• Our Cha...
Welcome to the Episode 2 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX).
On this episode, we welcome Jay Baer to discuss his "Time to Win: the 2022 Consumer Patience Study," a national research study measuring the impact of rapidity and responsiveness on consumer attitudes, purchases, and loyalty .
Brooke and Shark dive dee...
Welcome to the very first episode of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX) including:
- How Shark and Brooke met
- Why CX matters to us
- Trends in 'cutting back' with 2 case studies including Frontier Airlines and Lush
- Our Champion of the Week
- Our "Karen" of the Week
- Unveiling our special guest for the next episode
- an...
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