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.