CX & Chill

XO Studios

The real, raw customer experience podcast. Join host Stephanie Todd as we explore the good, the bad, and the future of customer experience with experts from incredible brands around the world. Forget the boring convos and ancient perspectives on customer experience. Hilarious stories. Raw conversations. and Groundbreaking insights. Edgy. Honest. & Raw, tune in to get the unfiltered truth and answers to the questions no one else will ask on all things CX. A production of XO Studios, a division of XtendOps. read less
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Preview: CX & Chill - the Customer Experience Podcast
Apr 15 2023
Preview: CX & Chill - the Customer Experience Podcast
Get a sneak peak at CX & Chill, the real, raw customer experience podcast. Join host Stephanie Todd as we explore the good, the bad, and the future of customer experience with experts from incredible brands around the world. Forget the boring convos and ancient perspectives on customer experience. Hilarious stories. Raw conversations. and Groundbreaking insights. Edgy. Honest. & Raw, tune in to get the unfiltered truth and answers to the questions no one else will ask on all things CX. A production of XO Studios, a division of XtendOps.

Episodes

S1. E23. Bonus Episode I The Outsource Mix with Bobby Brown from Align
Nov 22 2023
S1. E23. Bonus Episode I The Outsource Mix with Bobby Brown from Align
In today's episode, we have an exclusive for you. Our host, Sean McCreery, engages in a fantastic conversation with contact center legend Bobby Brown. For the first time, Bobby opens up about his new venture, Align. Prepare to be enlightened by Bobby's accumulated wisdom from his 35-year career, his distinctive approach to BPO consulting, winning RFT’s and Align's mission to enhance business efficiency and streamline processes. Enjoy!
S1. E22. Season Finale I Real Connections: Authentic Storytelling with guest Lizard Films
Oct 18 2023
S1. E22. Season Finale I Real Connections: Authentic Storytelling with guest Lizard Films
Join us as your host, Sean McCreery, sits down with the crew of Lizard Films, Founder and Producer Jorge de la Parra, Producer Coordinator Donna Zaragoza, and Director/Post Producer Eric Virgen. In this episode, we explore the art of storytelling and the power it holds to connect us all. Tune in as we dive into the importance of genuine narratives, showcasing diverse and authentic life stories, and exciting collaborations with Netflix. Enjoy!
S1. E21. The Empathy Gap: Chat GPT vs. the Human Touch with Marcos Souza Tech Learning Manager at Serasa Experian
Oct 11 2023
S1. E21. The Empathy Gap: Chat GPT vs. the Human Touch with Marcos Souza Tech Learning Manager at Serasa Experian
Join us as today's host Diana Castañeda, engages in a thought-provoking conversation with Marcos Souza, Tech Learning Manager at Serasa Experian. Get ready for an insightful talk on the intriguing relationship between humans and artificial intelligence, the definition of the “human touch,” and samba lessons. Enjoy!
S1. E20. Exceeding Expectations: Insights from a Hospitality Expert with Manny Kess, founder of The Kess Group
Oct 4 2023
S1. E20. Exceeding Expectations: Insights from a Hospitality Expert with Manny Kess, founder of The Kess Group
In today’s episode of CX&Chill, our host, Stephanie Todd, interviews event & hospitality expert Manny Kess. Join them as they explore the world of customer-facing experiences, the pursuit of exceeding expectations, swimming with sharks in South Africa, and binge-watching Tiger King in the time of COVID shutdowns. Enjoy!
S1. E19. Knowing Yourself: Transforming Your Leadership Journey with guest Juliana Aldana from Mercado Pago
Sep 27 2023
S1. E19. Knowing Yourself: Transforming Your Leadership Journey with guest Juliana Aldana from Mercado Pago
Today’s host, Diana Castañeda, interviews Juliana Aldana, Head of Product LATAM at Mercado Pago. Join us as they delve into the experiences of women in leadership roles in the CX industry. Together they share their personal journeys of self-discovery and growth, highlighting the transformative power of knowing who you are. Enjoy!
S1. E18. Beyond Illusions: Mastering Customer Experience Engagement with Mentalist Banachek
Sep 20 2023
S1. E18. Beyond Illusions: Mastering Customer Experience Engagement with Mentalist Banachek
Today, your host, Stephanie Todd, is joined by the legendary mentalist Banachek. Tune in as they untangle the mystical threads that bind captivating audiences and remarkable customer experiences. Discover the fascinating science behind illusions, witness mind-blowing tricks, and hear captivating stories about hanging out with none other than Madonna. It's a journey you won't want to miss!
S1. E17. Visionaries from LATAM: Radical Innovation with guest Stiven Rodriguez from Heru
Sep 13 2023
S1. E17. Visionaries from LATAM: Radical Innovation with guest Stiven Rodriguez from Heru
Tune in as Diana Castañeda, your host for today, engages in a thought-provoking chat with Stiven Rodriguez, Co-Founder & COO of Heru. Prepare for an eye-opening discussion about the entrepreneurial journey in LATAM, the intricacies of compliance, and the persistent hurdles of innovation. Enjoy the ride! Follow us on social media LinkedIn Instagram   Follow our guest at Heru LinkedIn Instagram
S1. E16. The Art of Personalization: Navigating CX in Changing Times with Elena Bernardo from HelloFresh
Sep 6 2023
S1. E16. The Art of Personalization: Navigating CX in Changing Times with Elena Bernardo from HelloFresh
Join us for this episode of CX&Chill with host Sean McCreery, where he explores the extraordinary career journey of Elena Bernardo, SVP of Operations at HelloFresh. Gain valuable insights into elevating customer experiences in the finance sector, unlocking the power of AI for customer insights, and reshaping personalization in today's ever-evolving landscape.
S1. E15. From Agent to Leadership: Perseverance and AI Integration with Jairo Saboya from Rappi
Aug 30 2023
S1. E15. From Agent to Leadership: Perseverance and AI Integration with Jairo Saboya from Rappi
Listen in as today's host, Diana Castañeda, is joined by Jairo Saboya, Vendor Manager at Rappi. Tune in as they shed light on the motivations behind professional growth, the significance of respecting and valuing a career in BPO, and the exciting potential of AI in our ever-evolving industry. Enjoy!
S1. E14. Seize the Day: Nurturing Empathy and Transparency for CX Excellence with Fabiola Segura from Uber
Aug 23 2023
S1. E14. Seize the Day: Nurturing Empathy and Transparency for CX Excellence with Fabiola Segura from Uber
In today's episode, dive into the world of genuine customer experience insights. Today, our host Diana Castañeda chats with the incredible Fabiola Segura, LATAM Director of Community Operations for Customer Service at Uber.  Discover the power of seizing opportunities, learning from setbacks, leading with empathy, and drawing inspiration from our early life experiences. Don't miss out on this enriching conversation!
S1. E13. Harnessing Niche: Crafting the Ultimate Customer Ride with Wendy Doulton from Katalyst Group and Halter Ego
Aug 16 2023
S1. E13. Harnessing Niche: Crafting the Ultimate Customer Ride with Wendy Doulton from Katalyst Group and Halter Ego
Today our host Stephanie Todd dives deep with Wendy Doulton, Managing Partner at Katalyst Group and Founder of Halter Ego. From her star-studded recruitment days with powerhouses like Amazon and Dreamworks to unexpected encounters with Obama’s chief economist, Wendy's journey is captivating. This conversation is more than trading corporate ladders for horse saddles. It's a story of spotting goldmines, mastering the art of blending fashion with functionality, and the challenges of tailoring CX for niche clients. Enjoy!
S1. E12. Mission CX Possible: The Heat, Suits and Tom Cruise Impersonators with guest Chris Venezia from ProofPilot
Aug 9 2023
S1. E12. Mission CX Possible: The Heat, Suits and Tom Cruise Impersonators with guest Chris Venezia from ProofPilot
Get ready for an in-depth conversation with host Sean McCreery and Chris Venezia, the visionary CEO of ProofPilot. Join us as they delve into Chris's remarkable career journey, the invaluable lessons learned through hands-on experiences, the energy that stems from a well-deserved team victory, and tales with Tom Cruise impersonators.
S1. E11. Embracing Disruption: Unleashing Unforgettable CX in Times of Change with guest Ricardo Parodi from Marriott International
Aug 2 2023
S1. E11. Embracing Disruption: Unleashing Unforgettable CX in Times of Change with guest Ricardo Parodi from Marriott International
In today's episode, host Stephanie Todd welcomes hospitality expert Ricardo Parodi, Vice President of Customer Experience at Marriot International, as they delve deep into the world of hospitality CX, the process of launching global brands, and adapting to change during uncertain times. Listen in as they explore these fascinating topics together.
S1. E10. From ”Can’t” to Empathy: Women Empowering Women with guest Maureen Kamaishah from HelloFresh
Jul 26 2023
S1. E10. From ”Can’t” to Empathy: Women Empowering Women with guest Maureen Kamaishah from HelloFresh
Join today's host, Diana Castañeda, as she sits down with Maureen Kamaishah, Senior Director of Customer Experience at HelloFresh, for an insightful conversation about the significance of cultivating "feel-good" experiences, harnessing the power of AI for personal gain, impacting women in CX one at a time, and finding inspiration in ugali. Get ready to be inspired and enjoy this engaging discussion!
S1. E9. Future of Work: Balancing Tech and Human Skills with Admin Ramirez from PDA HRtech
Jul 12 2023
S1. E9. Future of Work: Balancing Tech and Human Skills with Admin Ramirez from PDA HRtech
Join today's host Diana Castañeda in a deep conversation with a remarkable mentor and influencer in her life, Admin Ramirez, Country Manager at PDA HRtech. Together, they embark on an exploration of attaining a sensei personality, the power of understanding individuals, and the significant role artificial intelligence (AI) plays in deepening our comprehension of the human experience. Enjoy!
Sneak Peek: CX&Chill’s Insider Scoop
Jul 5 2023
Sneak Peek: CX&Chill’s Insider Scoop
Welcome to CX&Chill, the podcast dedicated to customer experience brought to you by XO Studios and XtendOps. We're taking a brief pause as we celebrate the 4th of July. We hope you're enjoying the festivities as well!  Stay tuned for exciting announcements, and mark your calendar for next Wednesday when we release an incredible episode featuring a top industry leader from LATAM, recorded in the vibrant city of Guadalajara, Mexico.  See you then!
S1. E8. Navigating Software Security in the Dev Lifecycle: Impacting the Customer Experience with guest Jeremy Vaughan from Start Left Security
Jun 28 2023
S1. E8. Navigating Software Security in the Dev Lifecycle: Impacting the Customer Experience with guest Jeremy Vaughan from Start Left Security
Join today's host, Stephanie Todd, as we bring sexy to info security with Jeremy Vaughan, CEO/Founder of Start Left Security (formerly Taurseer). Together, they explore the transformative power of taking a proactive approach to digital integrity in CX and product development. Jeremy draws on his extensive background in product design, data security, and engineering, shedding light on the ever-growing need for speed, innovation, and software security in today's digital era.
S1. E7. Cracking the Code with guest Ryan Hart from Pacific Life
Jun 21 2023
S1. E7. Cracking the Code with guest Ryan Hart from Pacific Life
Join host Stephanie Todd as she talks with Ryan Hart, Chief Experience Officer of Pacific Life. In this insightful discussion, Ryan shares valuable perspectives on customer experience and its implementation, ranging from the role of external consultants to the significance of fostering a customer-centric culture.
S1. E6. Tasty Bites from the Pizza Pros with guest Aaron Nilsson from Jets Pizza
Jun 13 2023
S1. E6. Tasty Bites from the Pizza Pros with guest Aaron Nilsson from Jets Pizza
Join host, Stephanie Todd, talks with Aaron Nilsson, the Chief Information and Data Officer at Jets Pizza and the lead contributor to Domino's Delivery app. Tune in as they explore the early days of virtual experiences, building amazing customer experiences with pizza-ordering Jetbots, the meaning of "greige," and the vital importance of spelling in the digital age of 21+ content.
S1. E5. New Beginnings: Scaling a BPO in the time of Covid and Automation with guest Sean McCreery of XtendOps
Jun 7 2023
S1. E5. New Beginnings: Scaling a BPO in the time of Covid and Automation with guest Sean McCreery of XtendOps
Today’s host, Stephanie Todd, talks with CEO and call center guy Sean McCreery of XtendOps. Join this fun duo as they discuss the importance of building trust and relationships within a team, the role of organizational psychology in the industry, and using technology to empower people and improve their lives.