Category: Podcast

“You can only build a successful customer experience program if you build the right alliances inside the business.”

That’s the perspective Rachel Lane, founder of CX as a Service, shared in episode #4 of the PROMISE podcast.

With a background in both entrepreneurship and CX leadership, Rachel has seen firsthand how CX efforts succeed—or fail—based on internal alignment. She believes CX leaders must actively build cross-functional support, focusing on pockets of pain that the business already cares about. This is key to turning CX from a ‘nice-to-have’ into a strategic priority that drives measurable impact.

In this episode, Rachel shares practical strategies from her work with brands across industries, from optimizing outsourced contact centers to acting as a fractional CXO. She explains how even small CX initiatives, when tied to clear business outcomes, can build momentum for larger transformational change.

Listen to this episode if you want to learn how to make CX an integral part of business success, rather than an isolated function. Rachel’s insights will help you navigate internal politics, demonstrate ROI, and create sustainable customer-centric change.

Tune in for powerful insights and real-world examples that will challenge the way you think about customer experience!

“Customer experience isn’t just about solving problems—it’s about intentional differentiation that ties directly to business success.”

That’s the perspective Jeannie Walters, CEO of Experience Investigators and a CX thought leader with over 20 years of experience, shared in episode #3 of the PROMISE podcast.

As a globally recognized expert in CX, Jeannie emphasizes the need for CX leaders to connect their efforts with strategic business goals. She believes in empowering teams with a clear CX mission, ensuring all micro-interactions align with the brand’s promise. With practical examples and actionable advice, she shares how brands can move beyond fragmented initiatives and create meaningful, impactful experiences.

Listen to this episode if you want to learn how to lead customer experience initiatives that drive real business impact. Jeannie’s insights will inspire you to think beyond fixing issues and focus on differentiating your brand through proactive, intentional CX strategies.

Tune in to hear all the valuable lessons and examples she has to share!

Episode #3: Jeannie Walters

“Talking to a board member, CX leaders should never try to sell CX initiatives in isolation without connecting it to the profitability or cost efficiency of the company”  

That is the advice Paulo Rodrigues, Board member & Chief Digital Transformation Officer at SHV Energy, gave in episode #2 of the PROMISE podcast.

At SHV Energy, Paulo is the main executive sponsor and driver of their global customer-centric transformation program. He firmly beliefs that a great customer experience will provide a lasting competitive advantage in a commodity industry.

But as SHV is a global company with many operating countries, they are focusing on a global capability building program to enable each country to do this with their own focus and tailored to their maturity. At Essense we’re proud to be their supporting partner on this global transformation journey.

Listen to this episode if you really want to hear from a seasoned board member about his perspective on customer centricity and how to constantly balance it with commercial and operational excellence. He shares valuable insights about how board members look at this triangle of commercial profitably, operational efficiency and customer loyalty.

Tune in to listen to all the valuable insights and tangible examples he has to share!

Episode #2: Paulo Rodrigues