Simply CX
Simply CX
Podcast Description
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
Podcast Insights
Content Themes
The podcast delves into key themes such as emotional loyalty, customer intimacy, and the use of technology in enhancing customer experience. Episodes include discussions on topics like the emotional side of customer connections, illustrated through case studies, including how Taylor Swift's fan engagement drives brand loyalty and how companies like Octopus Energy utilize personal touches to foster emotional connections.
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
In this episode of Simply CX, Nicole McKinley sits down with Allison West Hughes, Corporate Vice President of Global Small and Medium Business at Microsoft, to unpack how Microsoft became its own “customer zero” by deploying an autonomous AI sales agent—Agent Riley. Together, they explore what it takes to balance scale, trust, privacy, and human-centered design while transforming the Small and Medium Business customer experience with agentic AI.
You’ll walk away with:
• How Microsoft used AI to solve a real CX and scale challenge in its SMB business
• Practical lessons on testing, iterating, and governing agentic AI responsibly
• Why SMB customers are embracing AI-led experiences faster than larger enterprises
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
• The concept of “Customer Zero” at Microsoft
• Agent Riley (Autonomous Sales Agent)
- Agentic AI and the Frontier Firm mindset
- • Data integrity, privacy, and legal considerations in AI deployment
- • SMB adoption trends of AI and Copilot agents
🎧 Produced by Larj Media
📩 For more CX insights, follow Nicole on Linkedin
If you have questions or comments about CX email us: [email protected]
Additional Resources
Guest: Allison West Hughes
Corporate Vice President, Global SMB, Microsoft
Leader of one of Microsoft’s fastest-growing and most complex global organizations serving millions of small and medium businesses
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