SIMPLY CX
Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success.
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SIMPLY CX
Simply CX dives deep into the evolving landscape of customer experience, blending human intuition with cutting-edge technology. Join the conversation as experts unveil strategies and stories that shape the future of customer-centric success.
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2
Oct. 6, 2026
Start With People, Not Technology: How Medicana Transformed Its Patient Experience
Nicole McKinley speaks with Nur Masoud, founder and CEO of Parlon, about transforming the patient feedback experience at Medicana, one of Turkey’s largest private healthcare providers.
They explore how a people-first platform brought scattered feedback into one intuitive system, used AI to prioritize roughly 2,000 daily responses, and made both urgent concerns and employee appreciation more visible.
You'll walk away with:
• Why successful CX transformation begins with understanding people, stak
They explore how a people-first platform brought scattered feedback into one intuitive system, used AI to prioritize roughly 2,000 daily responses, and made both urgent concerns and employee appreciation more visible.
You'll walk away with:
• Why successful CX transformation begins with understanding people, stak
1
Sept. 22, 2026
AI, Trust, and the Human Touch: Redefining CX with Shep Hyken
Episode Summary: In this episode, Shep Hyken joins Nicole to break down why “average” customer experience is the biggest risk companies face today. From moments of magic to the power of consistency, Shep shares research-backed insights on how trust...
9
July 28, 2026
Reflections: Why the Future of CX is both Human + AI
In this reflective episode of Simply CX, Nicole and Tina unpack the biggest insights from the season—exploring how AI and human connection are not competing forces, but complementary ones redefining customer experience. Through real-world examples, they reveal how memorable moments, emotional intelligence, and emerging AI capabilities are reshaping what it means to serve customers in meaningful ways. You'll walk away with: Why the future of CX depends on combining human empathy with AI-powered
8
July 14, 2026
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 ...
7
June 30, 2026
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 to apply it in high-
6
June 16, 2026
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...
5
June 2, 2026
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...
