The Future of CX: Synthetic Data, Smart Agents, and Human Judgment

In this episode of Simply CX, Nicole McKinley sits down with Tom Wynter from Kantar to explore how AI is transforming the world of customer insights. From synthetic data to agent-driven decision-making, Tom shares how organizations can move faster ...

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AI + Empathy: The New CX Skillset

As AI handles routine inquiries, human agents are left with the toughest, most emotionally charged customer interactions. In this episode, Myra Golden shares her psychology-based 3R framework—Regulate, Redirect, Resolve—to help teams de-escalate conversations, build trust, and close interactions with clarity. She also reveals how AI can elevate training, coaching, and scale in the modern CX organization.

You'll walk away with:
• The 3R Conversation Control Framework and how t…

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Bringing Joy to Wine Lovers: Inside a Family Winery’s CX Transformation

In this episode of Simply CX, Nicole McKinley sits down with Corinne Martinez, owner and partner of Berryessa Gap Vineyards, to explore how a family-owned winery transformed both customer and employee experience through intentional CX leadership an...

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What’s Real Still Matters: Digital Twins, AI, and the Future of Trust

In this episode of Simply CX, Nicole McKinley sits down with Jess Loren, Founder and CEO of Global Objects, to explore how photoreal digital twins are transforming industries from media and entertainment to energy, education, and cultural preservat...

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Designing for Better Experiences: Simplifying Airline Customer Service at Scale

In this episode of Simply CX, host Nicole McKinley sits down with Neil Iversen, Vice President of Professional Services at TTEC Digital, to unpack a real-world airline contact center transformation that reduced average handle time by 30% while dram...

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