Jeanne Bliss, a CX pioneer, puts out weekly podcasts where she speaks with other leading CX professionals about their experiences, lessons learned, best practices, and much more. While some of the conversations are focused on B2B companies, there are some great B2C discussions, as well. This conversation with Lyft's VP of Customer Experience and Trust is particularly good: http://www.customerbliss.com/lyfts-vp-of-customer-experience-and-trust-with-mary-winfield-cb40/.