--- title: "180: CXChronicles Podcast 180 with Tom DeWitt, P.h.D. Director of CXM at Michigan State University" description: "180: CXChronicles Podcast 180 with Tom DeWitt, P.h.D. Director of CXM at Michigan State University" --- [Skip to content](https://www.cxchronicles.com/blog/180-cxchronicles-podcast-180-with-tom-dewitt-p-h-d-director-of-cxm-at-michigan-state-university#main) [![CXChronicles home](https://www.cxchronicles.com/hs-fs/hubfs/%5BBRANDING%5D/Updated%20CXC%20Logo%202021.jpg?width=500&name=Updated%20CXC%20Logo%202021.jpg)](https://www.cxchronicles.com/) [Services](https://www.cxchronicles.com/services/) [Partners](https://www.cxchronicles.com/partners/) - [Strategic partner networkVetted CX and RevOps tools, preferred pricing](https://www.cxchronicles.com/partners/) - [HubSpot Solutions PartnerImplementation, onboarding and migration](https://www.cxchronicles.com/partners/hubspot/) [Podcast](https://www.cxchronicles.com/podcast/) - [The CXChronicles PodcastEpisodes, rankings and how to listen](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorshipFeatured episodes for your brand](https://www.cxchronicles.com/podcast-content/) [Events](https://www.cxchronicles.com/events/) [Insights](https://www.cxchronicles.com/insights/) - [BlogArticles and guides from CX leaders](https://www.cxchronicles.com/insights/) - [Case studiesResults from our clients](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars bookAdrian's playbook for growing with CX](https://www.cxchronicles.com/the-four-cx-pillars/) [About](https://www.cxchronicles.com/about/) [Book a consultation](https://www.cxchronicles.com/contact-us/) Menu - [Services](https://www.cxchronicles.com/services/) - [Partners](https://www.cxchronicles.com/partners/) - [HubSpot Solutions Partner](https://www.cxchronicles.com/partners/hubspot/) - [Podcast](https://www.cxchronicles.com/podcast/) - [Content bundles and sponsorship](https://www.cxchronicles.com/podcast-content/) - [Events](https://www.cxchronicles.com/events/) - [Insights](https://www.cxchronicles.com/insights/) - [Case studies](https://www.cxchronicles.com/case-studies/) - [The Four CX Pillars book](https://www.cxchronicles.com/the-four-cx-pillars/) - [About](https://www.cxchronicles.com/about/) - [Book a consultation](https://www.cxchronicles.com/contact-us/) [Insights](https://www.cxchronicles.com/insights/) # 180: CXChronicles Podcast 180 with Tom DeWitt, P.h.D. Director of CXM at Michigan State University By **Adrian Brady Cesana** September 6, 2022 [Podcast](https://www.cxchronicles.com/blog/tag/podcast) Hey CX Nation, In this week's episode of The CXChronicles Podcast #180  we welcomed Tom DeWitt, P.h. D. Director of CXM@MSU and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. Tom is dedicated to advancing customer experience management globally by helping formalize and develop a framework for the field for more than a decade. Dr. DeWitt has provided customer experience management solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.  In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his customer focused business leader journey. \*\*Episode #180 Highlight Reel:\*\* 1\. Building North America's first Masters Degree in Customer Experience Management (CXM) 2\. How team-based ansychronous learning has changed  the future of employee experience  3\. Being strategic with the tools your team uses to build and scale your customer portfolio 4\. How service blueprints can pinpoint which KPIs & metrics your business should focus on 5\. Triangulating your VOC and VOE reporting to understand what you need to prioritize   Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the employee experience and customer success space into the future. [Click here to learn more about Tom DeWitt, P.h. D.](https://www.linkedin.com/in/tom-dewitt-ph-d-5076093/) [Click here to learn more about Michigan State's Masters in Customer Experience Management](https://broad.msu.edu/masters/customer-experience-management/) If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community! 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