J.D. Power Podcasts

Rising claims. Delays in cycle times. A surge in severe weather events. Home insurance carriers are facing mounting challenges that are impacting customer satisfaction. How can they turn the tide? Join J.D. Power experts Michael Vermillion, Stephen Crewdson and Mark Garrett as they dive into the state of home insurance today, uncovering key pain points and revealing the strategies carriers need to enhance the customer experience.

Deep dive: Mobility as a Service (MaaS) is on the rise across the globe. What is it? How are cities utilizing it? What does this trend mean for the future of rental cars? Dive into this month's Travel & Hospitality Podcast to find out the answers to these questions and more

As we exit the hard market for auto insurance, how can brands ensure they hit their growth goals moving forward? On this episode of the J.D. Power Insurance Intelligence podcast, the team explores what brands should focus on to grow for their underwriting guidelines.

Here's the latest on airline lounges and hotel reward programs from our Travel and Hospitality podcast! ✈️ Airline lounges: Lounges are booming, thanks to rewards credit cards. Travelers crave quiet spaces, free food and beverage and reliable Wi-Fi. What's on the horizon for lounges in 2025? Hotel rewards programs: Rewards programs can be a popular way to entice guests! To stay relevant, loyalty programs must evolve—personalization could be the game-changer. Next up: Don't miss our deep dive into Mobility as a Service (MaaS) in upcoming episodes!

On the latest episode of the J.D. Power Insurance Intelligence Podcast, the team discusses insurance implications from the California fires and takes a look at the year ahead to discuss what they expect to see for the industry in 2025. This episode covers these topics and more: -- Shopping and switching trends -- Digital channels for claims -- The role of the Agent and training opportunities -- Upcoming events including the AI + Insurance event (register here: https://hub.jdpower.com/ai-insurance) Hosted by: Michael Vermillion, VP and General Manager, Insurance Intelligence Featuring: Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence Mark Garrett, Director, Insurance Intelligence Craig Martin, Executive Managing Director, Insurance Intelligence

New year, new episode! Kick off 2025 with the latest episode of our Travel & Hospitality Podcast, where we dive into the trends shaping the industry and what lies ahead. What we're talking about: ✈️ Holiday travel wrap-up: The end of 2024 saw a surge in air travel demand, but hotel bookings held steady.

Michael Taylor, Andrea Stokes and Azari Jones of J.D. Power deep dive into 2024 travel trends and make predictions for the year to come! Did anyone's 2024 predictions come to pass? Find out! Episode topics: - The soaring demand for air travel and hotels - Potential airline mergers - The rise of social media travel (vacations for the 'Gram!) and wellness travel (think relaxation & health) - What's next for prices? - Workforce challenges - Are EVs the next big thing in rentals?

On this episode of our podcast, the team takes a look back at the biggest stories to influence the insurance market in 2024. This episode covers: - The return to profitability - Shopping and switching trends - The rise of the importance of trust - Claims bright spots - And more! Hosted by: - Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence - Scott Quarderer, Managing Director, Insurance Intelligence

This episode of the J.D. P ower Travel & Hospitality Podcast is all about this season's hottest holiday travel trends! Here's what we're covering: The DOT's new automatic refunds rule and what it means for travelers. The latest holiday travel trend data and what to expect this season. Is Travel Tuesday the next Black Friday? Explore this growing trend and find out which industry is offering the best deals—spoiler alert: it's cruises! How AI and biometrics are revolutionizing the rental car experience for a seamless journey.

On the latest episode of our podcast, the team explores the results of the 2024 Auto Claims Satisfaction Study. This episode covers: - Why claims are such a critical part of the customer relationship - How premium increases have influenced satisfaction with the claims experience - Specific focus areas for claims process improvement - And more! Hosted by: - Carolyn Kibat, Director, Marketing Automation & Strategy Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence

Tune in to the latest episode of our Travel & Hospitality Podcast as we explore the J.D. Power 2024 North America Rental Car Satisfaction Study, featuring expert insights from Azari Jones and Andrea Stokes, hosted by Sarah Baggett. Learn what's driving customer satisfaction, the latest trends in the rental car industry and how top brands are staying competitive.

Mike Taylor and Andrea Stokes are discussing the latest results of the 2024 North America Airport Satisfaction Study and Third-Party Hotel Management Guest Satisfaction Benchmark!

On the latest episode of our podcast, Amy Feeman from our Consumer Insights division joins us to explore the role of insurance agents in the current market. This episode covers: - Whether customers still want to work with agents - How interactions with agents influence customer actions - How carriers can empower agents to improve the customer experience - And more! Hosted by: - Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence - Amy Feeman, Sr. Analyst, Consumer Insights

On the latest episode of our podcast, the Insurance Intelligence team is joined by Jim Vecchio from our Autodata Solutions division to talk auto insurance policy pricing accuracy. This episode covers: - Why pricing auto insurance policies accurately matters - What data carriers can leverage to improve pricing accuracy - How to accelerate pricing process improvements across the industry - And more! Hosted by: Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Jim Vecchio, Head of VIN Products, Autodata Solution Division

In this episode of the Travel & Hospitality Podcast, host Sarah Baggett is joined by industry experts Michael Taylor, Andrea Stokes and Azari Jones to discuss the latest trends and insights in the travel sector. Michael and Andrea kick off the discussion with their predictions for fall 2024 travel, forecasting that travel will remain expensive and crowded. Azari Jones provides an update on the latest developments in the rental car industry, including the addition of new brands to the rental car study and emerging insights into EVs. Andrea highlights the upcoming release of a third-party hotel management study, set to be published in September, offering valuable insights for the industry. Michael also shares exciting news about the forthcoming airport study release, also expected in September. Lastly, they dive into Southwest Airlines' decision to transition from open seating to assigned seating, exploring the potential affect of this change on travelers and the airline industry.

Earlier this month, we hosted our Insurance Advisory Board Meeting where our guests and speakers gathered together to dive into critical topics influencing the industry. Tune in as our team discusses key takeaways from our keynote presentation, panel discussions, and conversations with participants.  This episode covers: - Predictions for the economic state of insurance - An overview of digital priorities for the industry - A look at the latest shopping and marketing trends - And more! Hosted by: Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence

In this episode, we introduce the “What Makes an Airport Great?” video series. Join Mike Taylor as he takes us on a tour of award-winning airports, revealing the secrets behind their success and the elements that set them apart. Additionally, Andrea Stokes dives into the latest findings from the 2024 North American Hotel Guest Satisfaction Index Study. Discover new insights on streaming services, in-room voice assistants, EV charging, and more, as we explore what makes a hotel stay exceptional in today's tech-driven world. Tune in for a look at the benchmarks of excellence in airports and hotels, and learn what makes these places truly outstanding.

Trust has risen to the top as a critical element of a customer's satisfaction with their insurance carrier. In episode 4 of the Insurance Intelligence Podcast, our experts dive into this topic to discuss what trust means, how carriers can measure it, and what can be done to influence trust. Tune in now. This Episode Covers: - Topics in the news. - An exploration of Trust including what it means and how to influence it. - How Trust influences different stages of the customer lifecycle. Hosted by: Michael Vermillion, VP and General Manager, Insurance & Healthcare Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence

In the latest episode of the J.D. Power Travel & Hospitality Podcast, Michael Taylor, Andrea Stokes and Azari Jones explore airline safety, highlight the top-performing airports so far and provide predictions on the stagnant hotel demand we've seen in Q1 2024.

Rising insurance prices have been dominating headlines for quite awhile, and in episode 3 of the Insurance Intelligence Podcast, our experts dive into this topic to discuss the drivers behind price increases and what carriers can do to mitigate the impact on customer satisfaction. Tune in now. This Episode Covers: - Drivers of pricing increases. - How the new environment is influencing customer satisfaction in the claims space. - What carriers (and agents) can do to mitigate the impact of increased prices on satisfaction. - Leveraging auto data for more accurate pricing. Hosted by: Carolyn Kibat, Marketing Director Featuring: - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence

Michael Taylor, Andrea Stokes and Azari Jones provide a comprehensive analysis of the findings from the J.D. Power 2024 North America Airline Satisfaction Study and delve into ongoing updates from the J.D. Power 2024 North America Hotel Guest Satisfaction Index and the J.D. Power 2024 Rental Car Satisfaction Study. Explore the prevailing trends influencing satisfaction levels, and leverage these insights to enact meaningful changes.

Insurers can't control the weather, but they can control how they communicate policy coverage with their customers. In episode 2 of the Insurance Intelligence Podcast, our experts explore how changing weather is affecting insurance carriers and their end customers. Tune in now. **This Episode Covers:** - Evolving weather patterns. - Challenges weather brings to every stage of the customer lifecycle. - Specific KPIs to focus on for improving customer relationships. **Hosted by:** Michael Vermillion, VP and General Manager, Insurance & Healthcare **Featuring:** - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence Tune in wherever you listen to podcasts!

Is revenge travel still happening in 2024? Join Mike Taylor and Andrea Stokes in the latest Travel & Hospitality Podcast episode where they are unpacking: - Latest updates to the J.D. Power 2024 North America Airline Satisfaction Study - New enhancements on J.D. Power Passenger View - Summer travel trends and the state of business and group travel - Hotel industry insights: Are luxury splurges driven by a YOLO mentality?

We're excited to announce the premiere of our new podcast series, The Insurance Intelligence Podcast, with our first episode, "Industry Forecast: Who Will Win and Lose in 2024?" Dive into the trends shaping the future of the insurance industry with our expert panel. **This Episode Covers:** - The resurgence of insurance shopping and its impact. - The critical role of trust in customer relationships. - How catastrophic events are reshaping service delivery. - Plus, more insights into the industry's evolving landscape. **Hosted by:** Michael Vermillion, VP and General Manager, Insurance & Healthcare. **Featuring:** - Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence - Breanne Armstrong, Director, Insurance Intelligence - Mark Garrett, Director, Insurance Intelligence Gain valuable insights into what 2024 holds for the insurance sector. Tune in wherever you listen to podcasts!

Join host Andrea Stokes as we explore Margaritaville's impressive journey from a restaurant chain to a global hospitality titan, featuring Dan Leonard, president, and Amy Noland, senior director of reputation and quality assurance, of Margaritaville Hospitality. Discover how in just more than a decade, Margaritaville launched 40+ lodging experiences and became #1 in the Upper Upscale segment. Learn about the brand's focus on exceptional guest experiences and the culture of loving your job, which have been pivotal to their success. Get insights into their use of NPS and OSAT for quality assurance and guest satisfaction.

Mike Taylor and Andrea Stokes offer an insightful overview of the preliminary findings from the 2024 North America Airline Satisfaction Study and the 2024 North America Hotel Guest Satisfaction Index. Discover which trends are currently influencing satisfaction levels and learn how brands are adapting to these early insights. There's still time for changes before the final results are published, making this a must-listen for industry professionals looking to stay ahead.

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes discuss their travel and hospitality industry predictions for 2024. Mike discusses predictions for airlines, airports and rental cars; Andrea discusses hotels and business travel

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, hosts Michael Taylor and Andrea Stokes review their 2023 predictions for the travel industry and share a sneak peek at some of their 2024 forecasts. - Mike predicted slowing air travel demand and moderating prices in 2023, due to inflation. He noted airlines are still facing full flights and limited routes, despite strong cash reserves. - Andrea predicted hotel room rates would moderate slightly in 2023 as consumers reduce leisure spending amidst inflation, but likely rebound for holidays. She foresaw continued staffing challenges and bottom-line stability for hotels. - Mike predicted continuity in 2023 of direct flight cuts to smaller airports and increased traffic into San Francisco from China's reopening. He expected hub airport crowding and moderate staffing improvements. - Both predicted continued struggles for transient corporate travel in 2023 with cost-conscious companies limiting business trips, unlikely to rebound until 2025. - Both predicted improvement in 2023 for group travel and meetings as live events ramp up.

In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.

In this excerpt from Coffee Talk with Brohawk, Denese Waiters joins host Mark Brody to talk about the findings from our inaugural U.S. Cross-Industry Customer Service Experience Study. She takes a look at how customers evaluate their experience with brands across industries and provides recommendations for improvements that can be made to exceed customer expectations.

In the eighth episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jon Picoult, Founder & Principal of Watermark Consulting, author, and customer experience expert. Together they discuss the ROI of customer experience and building the business case for customer centricity. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jon Picoult, Founder & Principal of Watermark Consulting

Get ready for an exclusive preview of the holiday travel season on the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast! Hosted by Michael Taylor and Andrea Stokes. As the holiday season approaches, hotels are gearing up to attract both locals and visitors with special events. Meanwhile, airports and airlines are entering the travel period where the TSA begins forecasting. Brace yourselves for an estimated 30 million passengers embarking on their journeys, a mix of business and leisure travelers. Speaking of leisure travel, this time of year sees a significant surge in vacationers seeking holiday joy. Mark your calendars for Nov. 28, as it is projected to be the busiest travel day with an expected 3.9 million travelers. If you're planning to travel on this day, make sure you're prepared for potential delays and waits. Notably, air travel is predicted to see a 9% increase this year, showcasing the growing enthusiasm for holiday journeys. On the bright side, more amenities in airports will be available, adding enjoyment to your travel experience. Don't forget to tune in to our December episode, where we'll be sharing our predictions for 2024!

The results of the J.D. Power 2023 U.S. Travel App and Travel Website Satisfaction Studies are here! On the latest J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes sit down with Amit Aggarwal, managing director of digital solutions for J.D. Power, to discuss the final results of the studies. Some highlights from the study: - What is being done well across most apps/websites? What needs the most improvement? - Why are travel apps rated lower? Anything they are doing as group that's causing the discrepancy? - Among the winners, what are they doing correctly? - What do the remaining app/web brands need to do to reach the top?

In the seventh episode of our national conversation series on customer service, Denese Waiters, Director of Customer Service Advisory and Omnichannel Practice Leader at J.D. Power, is joined by Jay Baer, a renowned entrepreneur, author, and customer experience expert. Together they discuss the evolving landscape of customer expectations, the importance of speed and responsiveness, and the role of personalization in customer service to create even better experiences for customers. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jay Baer, Hall of Fame keynote speaker, and New York Times Best-Selling author

In the sixth episode of our series on the State of Customer Service, Denese Waiters, Director of Customer Service Advisory, and Omnichannel Practice Leader at J.D. Power, is joined by keynote speaker and customer experience consultant, Dan Gingiss. Dan leveraged lessons learned during his extensive career spanning over 20 years in corporate America, including a role he held during which his organization earned a J.D. Power award, to develop strategies to turn customers into enthusiastic advocates through extraordinary customer experiences. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Dan Gingiss, Keynote speaker and Customer Experience Consultant

Ahead of the release of the J.D. Power Travel App and Travel Web studies, listen to Michael Taylor and Andrea Stokes of J.D. Power Travel & Hospitality Intelligence explain what makes an exceptional web and mobile app experience in the travel industry. Mobile apps continue to grow in use and importance in the travel industry. They are a key driver of satisfaction with the overall travel experience. Travelers use mobile apps for booking, managing day-of-travel and account management and have high expectations based on experiences with high-performing apps — both within and outside of the travel industry. Travel websites draw millions of visitors daily and continue to be important to success in the travel industry. Even with the rise of apps, a significant amount of mobile traffic continues to flow to websites. Website experience is a key driver of satisfaction with the overall travel experience.

On the fifth episode in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Blake Morgan, “the queen of customer experience,”. Listen in as she breaks down what the modern customer looks like in today's world, mistakes companies need to avoid when developing customer experience (CX) strategies, and the pivotal role that technology is playing in shaping these experiences. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Blake Morgan, Founder, Keynote Speaker and Customer Experience Futurist

In the fourth installment in a series of National Conversations on the State of Customer Service J.D. Power expert, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by special guest Jeff Sheehan, CX Author and Leader. Together they discuss the connection between military tactical planning and the strategies needed to create satisfied customers. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Jeff Sheehan, CX Author and Leader

Ahead of the release of the J.D. Power 2023 North America Airport Satisfaction Study, listen to Michael Taylor, Practice Lead for J.D. Power Travel & Hospitality Intelligence explain optimal airport designs. What makes a great airport? Some insights from Mike: -- You can design an airport for planes or for people/ -- A little distraction for the eye can be a good thing, especially in high traffic areas, like restrooms. -- Signage and layout are important to the overall experience. -- The approach to your airport should also be considered. Does a traveler have plenty of time to get in the correct lane, find the right parking garage, etc.? Listen to the full podcast for more insights!

To meet the ever-increasing expectations of customers and thrive in this competitive market, organizations face the challenge of delivering exceptional experiences. To capture and retain loyal customers, organizations need to become customer-centric. Listen to the episode to learn the steps companies can take to adopt this customer-focused approach and what mistakes to avoid during this transition. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Annette Franz, Founder, and CEO, CX Journey Inc.

In a world where customers seek seamless, transparent, and effortless service, it is crucial for organizations to strategize and work toward creating stand-out experiences that create loyal customers. Tune in to learn what steps companies should take today to enhance the customer experience, and which organizations are setting the bar for exceptional service. Guest Speakers: J.D. Power Expert: Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Shep Hyken, Customer Service and Experience Expert, Keynote Speaker, and NYT Bestselling Author

In the latest episode of the J.D. Power Travel & Hospitality Podcast, Michael Taylor and Andrea Stokes of J.D. Power discuss the key findings from the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study. Now in its 27th year, this annual study analyzes customer satisfaction across hotel brands and segments. Highlights from the 2023 Study: - Staff service scores reached their highest level yet, underscoring the critical impact of frontline employees on the guest experience. Increased hiring in the hospitality industry has led to improved satisfaction with hotel staff. - Lobbies and common areas play an important role in shaping the perception of luxury hotels in particular. Modern, unique designs score highly for high-end brands. - Value perception remains crucial. Guests who rated their room as an excellent or perfect value showed dramatically higher satisfaction scores. With room rates still elevated, value for money is top-of-mind. Be sure to register for our upcoming webinar on September 20 to learn more

On this episode of the Winning the Battle for Talent podcast, Scott Killingsworth, Director of Customer Service Advisory at J.D. Power, is joined by Anne Palmerine, Vice President, Customer Engagement and Enrollment Services at UPMC Health Plan, to discuss career advancement in customer service. They explore identifying and building teams of strong performers, helping agents see their role as a first step in their career, and strategies for clearly defining career paths.

Consumers look to brands to provide advice and guidance. However, brands are under-delivering. Why? Traditional approaches aren't sufficient to support the needs of the workforce and the changing expectations of consumers. The good news is that new technologies and strategies are now available to help brands close the gap. Guest Speakers Mike Vermillion, Senior Managing Director, Global Business Intelligence | J.D. Power Jennifer White, Senior Director, Banking and Payments Intelligence | J.D. Power Evan Siegel , Vice President, Financial Services and Business Development | eGain

No matter the industry, providing a great customer service experience is crucial for capturing customer support. On this first episode in a series of National Conversations on the State of Customer Service J.D. Power experts, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader, and Jeffrey Conklin, Vice President of Utilities and TMT, identify the top customer service trends and explore how to develop a customer-centric approach.

On the latest episode of the J.D. Power Travel & Hospitality Intelligence Podcast, Michael Taylor and Andrea Stokes discuss the latest topics affecting the travel and hospitality industries, including: — The hotel industry doesn't seem to be lowering room rates to stimulate demand, despite a less-than-ideal economic climate. In fact, hotel room rates were higher than May 2022 despite a virtually flat occupancy rate. — Car rental companies are starting to price EVs at the lowest daily fee, with some travelers unaware. The results? Terrible. — There is lots of buzz around generative AI. How is the travel and hospitality industry using it for travel planning and research?

Enhancing your customer journey benefits both your customers and your organization. However, just like any recipe, if you jump in without meticulous planning, you may end up with lackluster results. Join J.D. Power experts on this episode of Innovating the Customer Experience Podcast, as they reveal the steps needed to achieve a successful transformation of your customer experience, including the challenges and tactics involved, how to implement them, and the positive impact this transformation can have on your bottom line. This episode features a discussion with: -- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power -- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power -- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

Incentives can be a powerful tool for motivation among your team, as long as they are implemented thoughtfully. On the latest episode of the Innovating the Customer Experience podcast, our J.D. Power experts Michael Vermillion, Senior Managing Director, Global Business Intelligence, and Mark Miller, Customer Service Advisory Practice Leader, are joined by Uri Gneezy, Epstein Atkinson chair and management leadership and professor of economics and strategy at the University of California San Diego. Don't miss out on their insightful conversation about the power of incentives and their expert advice on creating long-lasting incentive programs.

On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches. Listen to the full episode to learn more about the benefits of transforming the employee experience.

On this special customer service podcast episode, Humans in the Loop, J.D. Power expert Denese Waiters sits down with Elizabeth Wolverton, EVP and Head of Consumer Banking and Brand Experience at Synovus to discuss the importance of employee engagement, especially as brands ramp up their digital capabilities. Elizabeth shares the strategies that helped Synovous succeed across its multiple branches. Listen to the full episode to learn more about the benefits of transforming the employee experience.

A dollar may not be worth as much as it used to be, but early signs show that summer travel promises to be busy and expensive, according to insights from the latest J.D. Power Travel & Hospitality Podcast. On the latest episode, Michael Taylor and Andrea Stokes discuss the latest J.D. Power #AirlineStudy results and the latest U.S. Travel Association and Oxford Economics partnership data, as well as an outlook for the summer travel season.