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

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.

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

Additional Resources

Guest: Shep Hyken — Customer experience expert, keynote speaker, and author known for pioneering research on service excellence and customer loyalty.

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 scale
• Why trust in a world of AI is essential
• How “memorable moments” drive long-term customer loyalty and brand value
• Practical examples of AI enhancing—not replacing—human-led experiences

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

• Berryessa Gap Vineyards and the power of in-person connection
• Kantar’s “consumer twin” and synthetic data innovation
• Myra Golden’s Three R Framework: Regulate, Redirect, Resolve
• Allison West Hughes on AI-powered customer engagement at scale
• Mark Chamberlain’s framework for memorable CX design
• Jess Loren of Global Objects on the importance of maintaining emotional experiences in the world of AI
• Jim McDonnell on AI agents as new customers

🎧 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

Additional Resources

Simply CX Host: Nicole McKinley, CX Leader at Microsoft; Tina Nole, producer of Simply CX and Founder and Principal Creative of Larj Media

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 while maintaining trust and data integrity. Together, they unpack why strong data foundations and a culture of experimentation are critical in unlocking the real value of AI.

You'll walk away with:

• Why data quality and trust are becoming the biggest strategic risks—and opportunities—in AI-driven organizations

• How synthetic data and digital consumer twins are reshaping speed and innovation in marketing decisions

• Practical guidance on building an experimentation mindset and enabling teams with AI tools like Copilot

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

• Kantar’s approach to consumer intelligence and brand measurement

• Microsoft Copilot adoption and agent-driven workflows

• Synthetic data and digital consumer twins in marketing

• Azure, Microsoft Fabric, and AI data foundations

• Responsible AI and explainability in insights generation

• MCP (Model Context Protocol) - an open-source standard for connecting AI applications to external systems.

🎧 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

Additional Resources

Tom Wynter – Leader at Kantar focused on the intersection of brand, customer insight, and AI-driven transformation.

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-stakes moments

• Practical ways to use AI for real-time coaching, role-play, and frontline enablement

• New CX metrics to track in an AI-first world—like recovery after AI-to-human handoffs

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 3R Conversation Control Framework (Regulate, Redirect, Resolve)

• AI-powered role-play personas and Copilot integration

• “Ask Myra” AI coaching companion

• Metrics: CSAT, AHT, and AI-to-human recovery rate

🎧 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

Additional Resources

Myra Golden – Customer Experience Expert, Consultant, and Creator of the 3R Framework. Specializes in de-escalation, conversation control, and AI-enabled CX training.

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 and smart use of technology. From vineyards to tasting rooms to Teams Voice and chatbots, Corinne shares practical lessons on communication, change management, and delivering joy at every touchpoint.

You'll walk away with:

• How small, practical technology changes can dramatically improve customer and employee experience

• Why communication breakdowns are often the root cause of CX failures—and how to fix them

• Real-world lessons on applying change management in a small, people-driven business

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 Teams Voice and Auto Attendant
• Chatbots for customer self-service
• Change management best practices
• Wine club and tasting room experiences
• Vertically integrated winemaking (from rootstock to bottle)

🎧 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

Additional Resources

Guest: Corinne Martinez

Role: Partner & Chief Operating Officer

Company: Berryessa Gap Vineyards

Focus Areas: Customer experience, winery operations, technology-enabled CX

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 preservation. Together, they unpack why accuracy, trust, and emotional connection are becoming essential pillars of customer experience in an AI-driven world.

You'll walk away with:

• Why photoreal digital twins unlock both emotional impact and operational efficiency

• How accuracy and trust are becoming core components of modern customer experience

• Real-world examples of cost savings, sustainability, and collaboration through immersive technology

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

• Global Objects and photoreal digital twins

• Virtual production and cloud-based collaboration

• Azure cloud infrastructure

• Gaussian splat technology, LiDAR, and photogrammetry

• Cultural preservation, studios, and immersive media

🎧 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

Additional Resources

Jess Loren, Founder & CEO of Global Objects — a company creating physically accurate, photoreal digital twins of real-world environments and objects for studios, enterprises, and emerging immersive experiences.

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 dramatically improving agent and traveler experiences. Together, they explore how AI, journey design, and early agent involvement came together to turn one of travel’s most stressful moments into a more human, efficient experience.

You'll walk away with:

• How AI-powered context and summarization can radically reduce agent effort and customer frustration

• Why customer agent experience design is the fastest path to better customer experience outcomes

• Practical lessons on change management, adoption, and building CX and AI together—not separately

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

• Neil Iversen, Vice President of Professional Services, TTEC Digital

• Microsoft Dynamics Customer Service

• Power Platform, Dataverse, and Copilot capabilities

• Journey mapping and experience design for contact centers

• AI-driven routing, summarization, and agent guidance

🎧 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

Additional Resources

Guest: Neil Iversen

Role: VP of Professional Services, TTEC Digital

Expertise: AI-enabled CX transformation, contact centers, enterprise service design