CX Decoded By CMSWire

Ben Larsen has spent nine years inside a company that built its reputation on something increasingly rare in insurance: actually caring. Wellfleet Insurance — a Berkshire Hathaway company — has answered the phone for college students navigating health insurance for the first time for over three decades, and that white-glove service culture is baked into everything. Now, as Digital Experience Officer, Larsen is the one tasked with figuring out how to take that same care and push it through a screen. In this conversation, Larsen walks Dom Nicastro through the real shape of digital transformation inside a multi-line insurance business — the legacy infrastructure hiding below the surface, the student health advisory council that tells him exactly what Gen Z actually wants, the small and large bets he's placing on bot technology and agentic AI, and why none of it works without getting the data right first. Oh, and there's a Salem State College baseball reunion in here too. You've been warned.

Allison Kavanagh didn't come to this conversation to celebrate AI. The CMO of Inflow Health came to interrogate it. Her company exists because follow-up care gaps — the kind where an incidental imaging finding gets lost between a chart, a referring provider and a patient — can turn into a life-threatening failure. That's the standard she holds AI to: not whether it can generate more, but whether it can close a dangerous gap. In this episode, she makes the case that healthcare marketers who lead with novelty and scale are asking the wrong questions entirely.

Drupal founder and Acquia executive chairman Dries Buytaert joins CX Decoded fresh off DrupalCon Chicago to break down how AI is disrupting every leg of the open source ecosystem — the platform, the agency world, and the contributor community. Plus: why the current deal between publishers and AI crawlers is broken, and what CX leaders should actually be doing about content discoverability.

In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.

We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.

In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancements to a more holistic integration of digital innovation with a human-centric approach.

This episode is brought to you by Wix Studio. The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridging these two domains requires a nuanced understanding of both the internal and external dynamics of organizations.

This episode is brought to you by Wix Studio. Jason Ferrell, Capital One's managing vice president of experience design, is a designer at heart. Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives. Ferrell believes in design experiences through a personalized approach that involves art and science, working across department silos and ultimately connecting experiences with business outcomes.