Simply CX

About Simply CX

Be part of the conversation as we unpack why business differentiation is going to come down to Simply CX. Listen in as industry experts, business leaders, and visionaries share their insights, CX in real life, and the latest technology innovations driving customer satisfaction and loyalty. From building customer trust and creating easy omnichannel engagement to data-driven decision-making and scalable growth, we cover everything you need to create connection with customers in a rapidly evolving marketplace. Whether you’re a seasoned executive, an aspiring entrepreneur, or simply fascinated by the power of CX, you’ll gain valuable knowledge and inspiration to elevate your business. Join us as we explore the stories, lessons, and breakthroughs defining the next era of customer-centric success. Produced by: Larj Media

Publisher

Microsoft

Category

business · business · technology

Language

en

Explicit

No

First episode

2 Jun 2025

Latest episode

20 Oct 2026

Latest episodes

24 episodes in the feed.

1. 

   20 Oct 2026

   The Hidden Decisions That Make - or Break - Customer Trust

   Episode Summary: Every digital customer experience depends on technical systems customers may never see, but they immediately notice when those systems fail. Nicole McKinley talks with Keith Mayer, leader of Microsoft’s Chief Architect Office, about translating customer promises into architectural decisions that support resilience, recovery, and trust. Together, they explore how business and technical leaders can balance cost, speed, and quality, protect the customer’s most critical journeys, and move from reactive operations to proactive resiliency. You'll walk away with: • A practical way to distinguish mission-critical applications from business-critical applications and assess the customer impact of each • Guidance for bringing business, CX, and technical leaders together to make informed trade-offs around reliability, security, performance, and cost • Strategies for protecting critical customer journeys through failure-mode analysis, self-healing design, graceful degradation, and outside-in monitoring Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. Mentioned in this Episode • Microsoft Well-Architected Framework and its pillars of reliability, security, operational excellence, performance efficiency, cost optimization, and sustainability • Mission-critical and business-critical cloud workloads • Failure-mode analysis, self-healing application patterns, and graceful degradation • Application-centric health models and synthetic customer experiences • Designing around the customer’s critical path and quantifying the business cost of downtime 🎧 Produced by Larj Media 📩 For more CX insights, follow Nicole on Linkedin If you have questions or comments about CX email us: SimplyCX@microsoft.com (mailto:SimplyCX@microsoft.com) Additional Resources Keith Mayer leads Microsoft’s Chief Architect Office, which works with customers, partners, architects, support engineers, and product teams to design and operate mission-critical and business-critical cloud solutions. His team also turns lessons from customer engagements into reusable guidance, reference designs, and product feedback that can benefit organizations at scale.

2. 

   6 Oct 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, stakeholders, and problems before selecting technology • How AI can classify feedback, identify urgency, and route each case to the appropriate team • Why capturing and celebrating positive feedback can strengthen culture, employee recognition, and platform adoption Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human - and more powerful - lens. Mentioned in this Episode: • Medicana’s patient experience transformation across 20 hospital locations • A single feedback cockpit connecting call center, website, SMS survey, QR code, and review-platform responses • AI-powered sentiment analysis, prioritization, and feedback routing • Prototype-led design shaped by hospital teams, call center employees, and patient experience stakeholders • An employee appreciation program that highlights the people named in positive patient feedback 🎧 Produced by Larj Media 📩 For more CX insights, follow Nicole on Linkedin If you have questions or comments about CX email us: SimplyCX@microsoft.com (mailto:SimplyCX@microsoft.com) Additional Resources Nur Masoud is the founder and CEO of Parlon. Drawing on a background in consulting and digital transformation, she builds tailor-made technology around the needs and workflows of employees, customers, and operational teams. In this episode, she shares how Parlon helped Medicana centralize patient feedback, support faster resolution, and apply AI to an increasingly complex patient journey.

3. 

   22 Sept 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 is built—and lost—in every interaction. Together, they explore how AI is reshaping CX while reinforcing the enduring importance of human connection. You'll walk away with: • Why consistency—not over-the-top service—is the true driver of customer trust • How “moments of magic,” “misery,” and “mediocrity” shape every customer interaction • Practical ways to blend AI efficiency with human empathy to elevate experience Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. Mentioned in this Episode: • Moments of Magic by Shep Hyken • The concept of “Moments of Truth” by Jan Carlzon • Malcolm Baldrige Award-winning companies like Ritz-Carlton and FedEx • Customer trust research highlighting 88% expectation consistency • Real-world CX examples from Amazon, Apple, and Costco rankings 🎧 Produced by Larj Media 📩 For more CX insights, follow Nicole on LinkedIn If you have questions or comments about CX email us: SimplyCX@microsoft.com (mailto:SimplyCX@microsoft.com) Additional Resources Guest: Shep Hyken — Customer experience expert, keynote speaker, and author known for pioneering research on service excellence and customer loyalty.

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

5.0 / 5

5 ratings

Spotify

5.0 / 5

7 ratings

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Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.

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