Podcasts about business objectives

AI agents are already shopping, comparing, booking, and contacting support for the customers we've spent decades trying to understand. That means customer experience is no longer judged only by what a person feels in the moment, it's also scored by what an AI can find about your brand across policies, pricing, FAQs, reviews, and the broader web. If that idea makes you a little uneasy, good. It's the wake-up call CX leaders need right now. I break down what “agentic AI” changes in the customer journey and why it creates a world with no fine print. When an agent can surface your warranty terms, return rules, delivery performance, and reputation signals in seconds, the gaps between your brand promise and real experience become impossible to hide. We talk about the trust signals AI is likely to reward, including transparent pricing, clear and consistent policies, accurate product information, reliable delivery, and responsive customer service. Consistency stops being a nice-to-have and becomes the proof your brand can be trusted. And we don't lose the human part. Emotions still drive loyalty because people still make the final decision about who they trust. I share why a clear customer experience mission statement matters more than ever, especially if you're training internal teams and tools around a defined promise of how you want customers to feel. You'll leave with practical next steps: experiment with AI like a customer, audit your digital experience, remove hidden friction, and tighten the public signals that shape recommendations. If an AI agent evaluated your brand today, what would it say about your customer experience? Listen now, then subscribe, share with a CX leader, and leave a review.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

If you've ever shouted “just let me talk to a person” at a chatbot, this one's for you. Jeannie Walters is joined by special cohost Brandon McGovern, Senior Director of Customer Experience at HP, to pressure-test the biggest question in AI customer service right now: how do we automate without breaking trust?We start with a headline that feels like a warning label. Norse Atlantic Airways offers dirt-cheap tickets, but customers say there's a catch: customer support is so locked behind tech that getting help can become impossible. We unpack why this isn't simply a “tech problem,” but a governance and leadership problem. When companies remove phone numbers, skip the escape hatch, and ignore high-emotion journeys like refunds and disruptions, they don't just frustrate people, they create financial harm and open the door to fraud.Then we zoom out to the enterprise reality. Cisco's line that adopting AI is “like surgery without the drugs” is painfully honest, and it frames the messy middle many CX teams are living through. We talk about why rushing to automate tasks can amplify mistakes, how to redesign workflows around outcomes, and why “faster” is the wrong North Star compared to what's now possible. Along the way, we dig into authenticity, rising customer expectations, and why AI is killing the illusion of fine print as customers use their own tools to read policies and push back.If you're leading CX, contact centers, or digital support, you'll leave with practical guardrails for pilots, measurement, and intent selection. Subscribe, share this with a teammate, and leave a review with the biggest AI question you're wrestling with right now.About Brandon McGovernSenior Director of Customer Experience at HPUnderstanding your customers isn't enough. I build the systems that turn that understanding into outcomes.I'm a Senior Director of Customer Experience at HP, leading enterprise-wide measurement, analytics, and operations that enable the company to understand and act on customer sentiment in real time. I oversee a global Voice of the Customer ecosystem capturing tens of millions of signals annually, translating them into product, service, digital, and brand strategy decisions across the business.My work has delivered double-digit NPS improvements and material revenue impact by shifting CX from a reporting function to an operational and strategic capability - powered by data, automation, and applied AI.Beyond enterprise implementation, I build with AI hands-on - personal projects in game design, product prototyping, and workflow automation using Claude, Lovable, and other tools. Building outside my domain teaches me where AI actually breaks down, which makes me a better architect of AI-powered operating models at work.I bring engineering depth coupled with business leadership (MBA, MS in Electrical Engineering, Stanford executive education), and I specialize in building scalable CX platforms, driving cultural change, and aligning executives around customer-led transformation. Follow Brandon on LinkedIn: https://www.linkedin.com/in/brandonmcgovern/Articles Mentioned:- Norse Atlantic Airways Offers Dirt-Cheap Tickets. There's a Catch (Wired) -- https://www.wired.com/story/norse-airlines-ftc-complaints-ai-scams/- Cisco exec says adopting AI is like 'surgery without the drugs' (Business Insider) -- https://www.businessinsider.com/cisco-ai-adoption-customer-service-2026-5- Dissatisfied: Three-fourths of AI customer service rollouts are a letdown (The Register) -- https://www.theregister.com/ai-ml/2026/05/13/ai-customer-service-bots-get-rolled-back-at-74-of-firms/5239800Enjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Momentum is the thing every CX leader wants and almost nobody hands you. When you're staring at a 12-month roadmap but drowning in daily requests, it's easy to feel like you're working nonstop while nothing actually changes. We built this conversation for that exact moment, and we keep it practical: seven days, one intentional move, and a clear path to visible customer experience impact.We walk through a simple three-step framework we use with leaders who are trying to turn CX strategy into action. First, we orient before we act by choosing where our energy belongs instead of reacting to whatever is loudest. We talk through a clear set of focus areas and how a quick assessment can highlight the biggest gap between the experience you want to deliver and what's getting done right now. Then we get real about focus: protecting time, avoiding data rabbit holes, and picking an outcome you can actually ship in a week.Finally, we make one intentional leadership decision that isn't driven by urgency or the inbox. That decision might be defining what success looks like, revisiting a customer experience mission statement, or having the buy-in conversation you've been avoiding. The goal is not perfection. The goal is momentum you can feel and results you can point to.If you're ready to try the seven-day challenge, listen now, share this with a CX peer who feels stuck, and subscribe so you don't miss what comes next. After you listen, what's the one move you'll commit to this week?Exclusive for podcast listeners: Get your 7-Day Free Trial of CXI MembershipOther Resources Mentioned:Learn more about the CXI Navigator™ framework -- https://experienceinvestigators.com/our-framework/Take the CXI Compass™ assessment -- http://CXICompass.comOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

In this episode of Treasury Leaders, Host Philip Costa Hibberd, Founder of Automation Boutique, talks with Mariam (Petrosyan) Halfhide, Principal Consultant, Data & AI Strategy at Xebia, to explore how AI strategy, data governance, and organisational readiness are reshaping the future of finance and treasury.Mariam shares practical insights on why many organisations struggle to move beyond AI experimentation, the importance of building strong data foundations, and how finance leaders can bridge the gap between technology and business decision-making. She also discusses the growing role of AI in forecasting, operational efficiency, and strategic planning, while highlighting why human judgment and communication remain essential.Whether you're a treasury professional, finance leader, or simply interested in AI transformation, this episode offers valuable lessons on how businesses can adopt AI more effectively and create long-term value.What You'll Learn in This Episode:AI Strategy & Business Alignment: Why successful AI adoption starts with understanding business problems, not just implementing technology.Data Foundations Matter: How poor data quality and fragmented systems limit the effectiveness of AI initiatives.The Human Side of AI: Why communication, collaboration, and organisational readiness are critical for successful transformation.AI in Finance & Treasury: How AI can support forecasting, analytics, automation, and decision-making across finance functions.From Experimentation to Execution: Why many companies remain stuck in pilot phases and what is needed to scale AI successfully.Episode Breakdown with Timestamps:[00:00] – Introduction[01:40] – Mariam's Background in Data & AI Strategy[04:15] – Why AI Adoption Often Fails in Organisations[08:22] – The Importance of Data Quality and Governance[12:35] – Aligning AI with Business Objectives[17:10] – AI Use Cases in Finance and Treasury[22:48] – Moving Beyond AI Experimentation[27:55] – Organisational Readiness and Change Management[32:20] – Human Judgment vs AI Decision-Making[36:45] – The Future of AI in Treasury and Finance[40:10] – Final Advice for Finance LeadersFollow Our Guest: LinkedIn: https://www.linkedin.com/in/mpetrosyan/Xebia: https://www.linkedin.com/company/xebia/Follow Treasury Leaders:Website: https://corporate-treasury-101.com/LinkedIn: https://www.linkedin.com/company/treasury-leaders/Follow Our Hosts:Hussam Ali on LinkedIn: https://www.linkedin.com/in/hussam-r-ali/Guillaume Jouvencel on LinkedIn: https://www.linkedin.com/in/guillaume-jouvencel/Jan-Willem Attevelt on LinkedIn: https://www.linkedin.com/in/attevelt/Philip Costa Hibberd on LinkedIn: https://www.linkedin.com/in/philip-costa-hibberd/GHA Marketing Website: https://ghapodcast.com/Automation Boutique Website: https://automationboutique.com/ -----------------------------------------------------------------------Get $100 off any AFP product, including their CTP Exam Prep Platform, using our discount code! Find this and More on our partner's pagehttps://corporate-treasury-101.com/partners-page/

In this episode, we're joined by Eric Ries, creator of The Lean Startup, to discuss insights from his latest book, Incorruptible: Why Good Companies Go Bad… and How Great Companies Stay Great. Eric shares what inspired him to write the book and why we need to move beyond and redefine what true profit looks like. He shares the history behind businesses transitioning from serving public interests to shareholder primacy and why leaving behind a people-first business approach can actually reduce profitability. Additionally, Eric discusses financial gravity, the “harder is easier” principle, and how these practices connect to AI & current engineering leadership challenges.   ABOUT ERIC RIES Over the last two decades, Eric Ries's ideas about continuous innovation, long-term thinking, governance, and market reform have reshaped company building and management practices. He is the creator of the Lean Startup method, and the author of the New York Times bestseller The Lean Startup; The Leader's Guide; and The Startup Way. As a founder, he has put his own ideas into practice with The Long-Term Stock Exchange (LTSE); Answer.AI, an AI R&D lab; Virgil, a legal services startup; and IMVU. On The Eric Ries Show, he talks with world-class technologists, thought leaders, and executives building for the long-term. He lives in the San Francisco Bay Area with his wife and three children.   Unblocked: The context engine your coding agents are missing. Give your coding agents the context your best engineers have. Your agents can read code, but they don't know how your team works. Rules and MCPs give access to information but not understanding. That's why you still have to tell them where to look and what to look for. Unblocked gives your agents the history, conventions, and decisions behind your code so they generate mergeable output without the back and forth. It automatically surfaces the right context for every task, so agents stay on track without the set up tax or the correction loops. getunblocked.com/elc   SHOW NOTES: The inspiration behind Eric's new book Incorruptible (5:22) What it means to redefine profit (8:03) Understanding profit considerations like externality, ethics, and inputs (10:44) Why human life / value can never be an input factor of production (12:31) The history behind business practices benefitting the public (15:00) When businesses transitioned to shareholder primacy over public interest (17:16) Navigating the tension between mission vs. fiduciary responsibility (21:01) The role of financial gravity & shareholder primacy in the Silicon Valley bank story (25:04) Using Eric's book to build a mission-driven roadmap (29:12) How committing to a principled way of business can drive profitability (31:15) An example of the principle “harder is easier” (33:40) How this connects to AI & emerging eng leadership challenges (36:53)   LINKS AND RESOURCES Incorruptible: Why Good Companies Go Bad and How Great Companies Stay Great - Drawing on two decades of work with founders, CEOs, and investors, best-selling author Eric Ries reveals the forces that make companies vulnerable to destruction from within and without. Then he offers solutions that safeguard against them for the long-term. Incorruptible is the blueprint for companies that will prosper and endure without losing their soul. Its lessons and tools are designed to help founders, executives, investors, and citizens of all kinds build organizations – and a society – truly aligned with human flourishing. https://news.theleanstartup.com/ - Eric's newsletter with ideas about how and why to build companies focused on human flourishing — and stories of the people who are doing it. The Eric Ries Show - Founder, entrepreneur, and best-selling author of The Lean Startup Eric Ries discusses how to build profitable companies for the long-term benefit of society. Ries talks with world-class technologists, thought leaders, executives, and others working to create a new ecosystem of trustworthy organizations with limitless potential for growth and a deep commitment to purpose. Together, they uncover the tools and methods to ensure the next generation of companies are designed to maximize human flourishing for generations.   This episode wouldn't have been possible without the help of our incredible production team: Patrick Gallagher - Producer & Co-Host Jerry Li - Co-Host Noah Olberding - Associate Producer, Audio & Video Editor https://www.linkedin.com/in/noah-olberding/ Dan Overheim - Audio Engineer, Dan's also an avid 3D printer - https://www.bnd3d.com/ Ellie Coggins Angus - Copywriter, Check out her other work at https://elliecoggins.com/about/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

If your CX work keeps getting reduced to dashboards, survey scores, and “please fix this one issue,” it's time to change how you lead. We respond to a listener who's using Experience Is Everything with their team and wants the clearest path from customer experience ideas to real execution. The big theme is simple: structure creates credibility, and credibility creates the room you need to drive meaningful change. We start with the most powerful foundation you can build fast: a CX mission statement. It aligns mindset across the organization, helps you stop acting like a feedback narrator, and gives your team language they can confidently evangelize. From there, we dig into customer experience strategy, because too many organizations never actually write one down. We walk through how to define success in a way that supports organizational goals so your CX work becomes proactive, intentional, and business-led rather than reactive. Then we get practical about culture and discipline. Culture is hard to change, so we talk about scoring where you are today, choosing one area you can influence, and re-checking progress over time. We also cover the CX charter, the document that turns your foundation into coordinated efforts with the right people involved, a clear communication cadence, and shared measures of success. Subscribe, share with your team, and leave a rating and review so more CX leaders can find it.Enjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Burnout doesn't come from “not being able to handle it.” It happens when CX work becomes an endless stream of urgent requests with no clear priorities. In this episode, we unpack why customer experience leaders burn out trying to solve everything at once, and how a clear CX mission and strategy create the guardrails to prioritize, push back, and lead proactively instead of reactively.We also explore what strategy looks like in practice: focusing on outcomes that matter most, aligning CX work to business goals, and building small habits that keep you grounded. If you're not sure where to start, we walk through a simple reset: picture what “wins” you want one year from now, then work backward into practical next steps. And because CX asks a lot of empathy from you, we close with an essential reminder: show yourself the same compassion you expect your teams to show customers, and build small habits that help you stay centered before taking on one more thing.If this resonates, share it with a CX leader, subscribe so you don't miss what's next, and leave a rating or review to help more leaders find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

AI is loud right now, but the real question is quieter: how do we use it to create a better customer experience without losing the human at the center? From the floor of CXPA CX Leaders Advance, Jeannie Walters grabbed a few brilliant minds and asked one simple prompt: What's the one thing we should be thinking about for the future of CX?The answers go far beyond any single trend. From evolving skill sets and smarter measurement to human-centered design and change management, this episode brings together a range of perspectives on where CX is heading next.You'll hear insights on blending technical and human skills, capturing and acting on customer emotion, grounding strategy in real value, and ensuring teams can actually adopt the changes we design.If you're shaping experiences, building journeys, or leading CX transformation, this is a quick hit of perspective to help you focus on what matters most.Subscribe, share this with a CX leader on your team, and leave a review so more people can find the show.Episode Guests:Sasha Fard, MBA, CCXPDirector, Omnichannel Analytics, AssurantFollow Sasha on LinkedIn: https://www.linkedin.com/in/sashafard/Heidi Taylor, PMP, CCXPSenior Global CX Project Manager, LenovoFollow Heidi on LinkedIn: https://www.linkedin.com/in/heidimtaylor/Emma Winstead, CCXPCustomer Experience Business Partner, Delaware NorthFollow Emma on LinkedIn: https://www.linkedin.com/in/emma-winstead-ccxp-90b815172/Nicole Aguilera, CCXPBusiness System Consultant III, Mutual of OmahaFollow Nicole on LinkedIn: https://www.linkedin.com/in/nicoleaguilera/Scott Lee Holloway, CCXPHead of Customer Experience, APS BankFollow Scott on LinkedIn: https://www.linkedin.com/in/scottleeholloway/Lauren WierCustomer Experience Business Partner, Delaware NorthFollow Lauren on LinkedIn: https://www.linkedin.com/in/lauren-wier-17448430/Resources Mentioned:Order your copy of Experience Is Everything -- experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- CXIMembership.comExperience Investigators -- experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

SUMMARY: Aaron, Terryn, and Brandon Turley pull back the curtain on one of the most overlooked tools in business operations: the internal audit. They dig into the Gap Analyzer, a tool the Collab team built to give business owners a clear, honest picture of how their team is actually spending time versus how they think they are. From uncovering overlapping roles and outdated job descriptions to surfacing real pain points straight from the boots on the ground, they break down why taking a 15-minute snapshot of your team can unlock better decisions, leaner operations, and smarter use of AI. If you have ever wondered what your people are actually doing all day, this one is for you. Minute By Minute: 00:00 Introduction to Ops Experts Club 01:04 The Importance of Internal Audits 02:43 Introducing the Gap Analyzer Tool 05:30 Understanding Team Dynamics and Time Management 08:16 Identifying Overlaps and Gaps in Roles 11:04 Leveraging AI for Operational Efficiency 13:44 Feedback Mechanisms and Continuous Improvement 16:39 Aligning Team Goals with Business Objectives 19:25 Conclusion and Final Thoughts

Customer experience isn't failing because people don't care, it fails because teams confuse slogans with systems. Jeannie Walters is joined by Larissa Salazar from Brand Builders Group for a special CX Pulse Check to celebrate the launch of Jeannie's book, Experience Is Everything: Making Every Moment Count In The Age Of Customer Expectations, and to talk about what it really takes for a message to break through in a noisy world. We get practical about the shift that changes everything: customer service is reactive, but customer experience must be proactive. If you only show up when something goes wrong, you're already behind. We talk about designing the end-to-end customer journey with intention, choosing how you want customers to feel, and connecting experience design to the outcomes leaders care about. Along the way, we call out a common trap in CX leadership: treating Net Promoter Score like a strategy instead of a measurement you influence through real changes. Jeannie also shares the mindset strategy discipline framework from the book, including how a clear customer experience mission statement becomes a usable North Star across teams. Larissa pulls back the curtain on what she sees with experts and first-time authors, why your best knowledge is often the “small steps” you forget to write down, and how templates and frameworks help customer experience change agents take action fast. If you're trying to operationalize customer-centricity, build a real CX strategy, and move from reactivity to discipline, this conversation is your push to start. If it helps, subscribe, share this with a change agent on your team, and leave a review so more leaders can find the show.About Larissa Salazar, Team Lead & Personal Brand Strategist | Brand Builders GroupSalazar is a highly respected personal brand strategist and speaker at Brand Builders Group, an international personal branding firm and an Inc. 5000 fastest-growing company. As one of the youngest and fastest-rising strategists in the organization, she has quickly built a reputation for helping authors and thought leaders clarify their expertise, define their message, and build brands that create lasting influence.With a strategic mindset and a deep appreciation for storytelling, Larissa has a unique ability to distill complex ideas into clear, compelling messaging. She doesn't just help clients communicate their insights—she guides them in developing proprietary intellectual property and signature frameworks that make their teachings memorable, shareable, and scalable. Her approach ensures that thought leaders don't just teach for the moment, but create content and concepts that spread, endure, and position them as industry authorities.Follow Larissa on LinkedIn: https://www.linkedin.com/in/larissa-ann-salazar/Book a meeting with Larissa: https://freebrandcall.com/lsResources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.cEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Are you drowning in feedback and still struggling for progress? In this bonus episode, we're bringing you more conversations from the Qualtrics X4 Summit 2026 in Seattle. These conversations tackle the same problem from different angles: how to turn customer and patient feedback into real operational change, and how to protect trust as AI becomes part of the workflow. If you collect surveys, run a CX program, or lead a healthcare team, this one is about what happens after you hit “export.” First, we talk with leaders from Trillium Health Partners about redesigning their patient experience measurement: Kerry Kuluski, Research Chair in Patient and Family-Centered Care, and Adam Gdyczynski, Senior Corporate Lead, Patient Experience Measurement and Planning. They share how moving from paper and call-center methods to modern digital surveying helped drive an 880% increase in survey responses, plus what they did next to avoid being buried by the volume. We dig into practical tactics like shorter surveys, QR codes on after visit summaries, and using iPads to improve access in areas with lower electronic response rates. We also get into why equitable care depends on knowing who is responding, and how demographic and cultural insights can inform smarter decisions while supporting patient and family centered care. Then we shift to the trust layer with Qualtrics Chief Security Officer Assaf Keren. We unpack why trust is more than security, why shortcuts create incidents, and why transparency matters when things go wrong. We also get specific about AI governance: third-party risk, building guardrails, managing data access, and keeping a human in the loop when risk is high or confidence is low. If you want to turn insights into action without losing the human side, listen now. After you finish, subscribe, share this with a teammate, and leave a review with your biggest takeaway.Follow Kerry Kuluski on LinkedIn: https://www.linkedin.com/in/kerry-kuluski-a9791b227/Follow Adam Gdyczynski on LinkedIn: https://www.linkedin.com/in/adam-gdyczynski-mba-che-83100635/Follow Assaf Keren on LinkedIn: https://www.linkedin.com/in/assafkeren/Resources Mentioned:Qualtrics -- https://www.qualtrics.com/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

AI is moving fast, but most customer experience programs still get stuck in the same place: teams chase tools, dashboards, and “shiny” promises while the real work and the real problem stay fuzzy. We wanted a grounded conversation about customer experience strategy that actually holds up inside complex organizations, especially when trust, risk, and regulation are part of daily life.Jeannie Walters is joined by Dr. Elizabeth ErkenBrack, Head of Strategy in the Office of the CEO at Qualtrics. They sat down at the Qualtrics X4 Summit 2026 in Seattle to talk about starting with the outcome you're trying to achieve, defining who you're designing for, and mapping the work that needs to change before you ever “plug in” AI. They get specific about where automation helps and where the human touch still matters most, particularly in vulnerable moments like healthcare, financial services, and other deeply personal journeys.They also dig into the ROI side of experience management: how to shift from CX as a cost center to CX as an investment, how to connect NPS and CSAT to action, and how to tie experience improvements to attributable revenue through churn, retention, conversion, and operational changes. A key takeaway is governance: measurement and execution often sit in different silos, and bringing them into lockstep is an executive decision. If you're trying to make CX “count” in the C-suite, this gives you language and structure that leaders can align around.If this helped you rethink how you're framing your next CX initiative, subscribe, share this episode with a teammate, and leave a review so more people can find it.Follow Elizabeth ErkenBrack on LinkedIn: https://www.linkedin.com/in/elizabeth-erkenbrack-phd-380b5b30/Resources Mentioned:Qualtrics -- https://www.qualtrics.com/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

We discuss what effective leadership looks like across three organizational archetypes: product-led, business-led, and design-led companies with Sebastiano Armeli (Engineering Leadership @ Meta). Drawing from his leadership journey at places like  Meta, Spotify, Snap, and PayPal, Sebastiano deconstructs the situational leadership frameworks required to thrive in different environments. Plus we discuss how AI is moving managers from implementation to architecture, why the next bottleneck is managing the overhead of high-velocity experimentation, and the future of team topology where AI enables a single leader to oversee high-scale teams of 30–50 people. Whether you are scaling a design-driven startup or navigating a complex business-led enterprise, this conversation provides a framework for aligning your leadership style with your organization's core incentives.   ABOUT SEBASTIANO ARMELI Sebastiano Armeli is an engineering leader currently at Meta. He has previously served as a Director of Engineering at Upwork and held leadership roles at companies such as Pinterest, PayPal, Snap, and Spotify. His work has spanned diverse domains including shopping, crypto, messaging, video creation, and ads. Sebastiano is passionate about building healthy engineering cultures, mentoring the next generation of leaders, and supporting teams through periods of growth and change. He mentors engineering managers and senior engineers, enjoys speaking at conferences, and shares his perspectives on leadership in his Substack, The Healthy Engineering Leader. He also serves on the board of a community-owned grocery store. In all his work, Sebastiano takes a pragmatic, people-first approach to leadership, focusing on clarity, continuous improvement, and long-term impact.   This episode is brought to you by xMatters! xMatters automates the entire incident lifecycle with their purpose-built AI powered workflow, giving your team the context they need to stop disruptions before they start and minimize resolution times. Head over to xmatters.com to learn more!   SHOW NOTES: Deconstructing company archetypes: A framework for product-led organizations (2:03) Strategic leadership practices for succeeding in product-first cultures (7:33) Leveraging data and business metrics to influence product strategy (9:35) Case Study: The story and leadership lessons behind building Spotify's Ad Studio (11:12) Rapid prototyping: Applying a hackathon mindset to product development (13:16) How AI is reshaping product-led orgs: Clearing the feature backlog, scaling experimentation and velocity (16:01) Balancing iteration velocity and product quality with AI (18:12) Sebastiano's observations on effective leadership in business led orgs (19:49) Design-led dynamics: Anticipating the impact of AI on creative-first orgs (23:24) Maintaining engineering excellence within design-driven constraints (25:40) Cultivating high-alignment, valuable design partnerships (27:01) The role of metrics and data in design-focused decision making (28:33) Emerging AI capabilities enhancing leadership leverage (31:16) Scaling management: The potential for 30-50 person teams via AI assistance (33:58) The ethical imperative: Adopting AI responsibility within engineering teams (35:53) Rapid fire questions (37:12)   This episode wouldn't have been possible without the help of our incredible production team: Patrick Gallagher - Producer & Co-Host Jerry Li - Co-Host Noah Olberding - Associate Producer, Audio & Video Editor https://www.linkedin.com/in/noah-olberding/ Dan Overheim - Audio Engineer, Dan's also an avid 3D printer - https://www.bnd3d.com/ Ellie Coggins Angus - Copywriter, Check out her other work at https://elliecoggins.com/about/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Some of the biggest CX breakthroughs don't come from bigger budgets, they come from sharper thinking about trust, value, and what people actually feel in the moment. We're sharing a special Women's History Month collection of insights from Dr. Amy Climer, Ovetta Sampson, Camille Kremer, Neen James, and Brooke Sellas, each bringing a different lens on customer experience leadership, innovation, and connection.We start with a future-facing question: when AI shows up on the screens inside our cars, is it there to help the driver or to sell to them? Amy challenges us to treat creativity as “novelty that is valuable,” and to judge value from the customer's perspective, not the company's. From there, Ovetta gets candid about generative AI, chatbot hallucinations, and why “set it and forget it” is a fast track to broken customer trust. If you're building AI into customer support, you'll hear why rigorous testing and ongoing oversight are now core CX operations.Camille breaks down expectation setting as the hidden equation behind loyalty: customers invest, brands deliver or don't, and trust is the outcome. Neen reframes luxury as a mindset where experiences matter more than things, anchored in making people feel seen, heard, and valued. Brooke closes the loop for social media and content marketing: content is the vehicle, emotion is the destination, and connection beats chasing a single “big win.”If this sparked new ideas for your CX strategy, subscribe, share this with a CX leader on your team, and leave a review so more people can find the show.Experience Action Episodes Mentioned:CX Pulse Check – February 2025CX Pulse Check – May 2025CX Pulse Check – August 2025CX Pulse Check – September 2025CX Pulse Check – November 2025Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

When AI can move faster than your team ever could, the real question isn't “What can we automate?” It's “What should represent us?” In this CX Pulse Check episode, Jeannie Walters sits down with Deborah Reuben, CEO of Tomorrow Zone and author of Enter the Tomorrow Zone, to unpack how agentic commerce and automation can elevate customer experience only when purpose leads and tools follow.They dig into the messy middle of AI adoption—from trust gaps and backlash moments to why innovation driven by shiny features often scales the wrong experience. They share a practical blueprint for leaders under pressure to deliver: define a clear CX mission, align success metrics across teams, and identify the high-stakes moments where humans must stay in the loop.The conversation also explores how organizations can design AI that signals trust through capability, honesty, predictability, and care. As automation expands and bots increasingly interact with bots, they discuss how measurement must evolve beyond traditional engagement metrics to focus on outcomes like resolution confidence, perceived fairness, and clarity of next steps.If this sparks ideas for your roadmap or raises thorny questions about where humans should stay in the loop, we want to hear from you. Subscribe for more conversations like this, share the episode with your team, and leave a review.About Deborah Reuben, CLFPAuthor | Innovation Strategist | CEO & Founder, TomorrowZone®Deborah Reuben is an innovation strategist, advisor, and the CEO & Founder of TomorrowZone®. She works with senior leaders across finance and technology to help them navigate complexity, gain clarity, and design future-ready systems.Her work is grounded in firsthand experience leading and advising complex, large-scale transformation efforts. Deborah is known for helping leaders see patterns they're too close to notice, and for reframing innovation as a human, systemic practice rather than a technology initiative.She is the author of Enter the TomorrowZone, which examines why capable leaders get trapped in constant reaction, and how stepping back creates clarity to design what's next.Follow Deborah on LinkedIn.Learn more about Enter the TomorrowZone and Deborah's work at tomorrowzone.io.To find out more about the book, visit EnterTheTomorrowZone.com.Articles Mentioned:- Own the agentic commerce experience (National Retail Federation) -- https://nrf.com/research/own-the-agentic-commerce-experience- The 2026 Braze Customer Engagement Review: AI Innovation Meets the Trust Plateau (CMSWire) -- https://www.cmswire.com/the-wire/the-2026-braze-customer-engagement-review-ai-innovation-meets-the-trust-plateau/- AI Backlash and Public Perception: How AI Strategy Shapes Customer Trust (SupportNinja) -- https://www.supportninja.com/articles/ai-backlash-public-perception-ai-strategy-shapes-customer-trustResources Mentioned:Order your copy of Experience Is Everything -- experienceiseverythingbook.comExperience Investigators Website -- experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

The most practical CX breakthroughs are happening in day-to-day choices by leaders who meet their organizations where they are. From the Medallia Experience 2026 conference in Las Vegas, we pull together no-fluff lessons on turning insights into impact, leading with intent, and using AI to accelerate change—without overpromising. Jeannie talks with Experience Transformation Award winner Paloma Paraja, Customer Experience Manager at Santalucía Seguros, about breaking down silos in a 100-year-old insurer by unifying Voice of Customer, empowering internal champions, and turning feedback into stories teams can act on. She also reconnects with Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, for a masterclass in prioritization—using driver modeling and smart experiments to separate noise from real impact, and applying AI to speed service and personalization without eroding trust. Plus, we chat about an Experience Is Everything book club with Deborah Bearden, Enterprise Customer Experience Manager at Simmons Bank.The theme: progress over perfection. Choose high-impact actions. Test, measure, and scale what works. Let AI amplify a strategy you've already defined.Enjoyed the conversation? Follow the show, share it with a CX friend, and leave a quick review to help more leaders find it. Have a question or story to add? Leave me a voicemail at askjeannie.vip.Follow our guests on LinkedIn:Paloma Paraja -- https://www.linkedin.com/in/paloma-paraja/Camille Kremer -- https://www.linkedin.com/in/camillekremer/Deborah Bearden -- https://www.linkedin.com/in/deborah-bearden/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact. Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

What if the fastest answer isn't the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of fixing the real problem. With guest co-host Jennie Lewis of Airship, we dig into pragmatic ways to use AI as an amplifier for empathy.We also step into hospitality, where automation has raced ahead with mobile keys, kiosks, and virtual front desks. Convenience is great—until an empty lobby at midnight changes how safe a guest feels. From solo travel realities to on-the-ground service design, we discuss how to widen the journey map beyond “check-in to room” and include the edge cases that define trust.Then we tackle dynamic pricing. There's a world of difference between rewarding loyalty and playing whack-a-mole with rates. We call out practices that feel predatory, highlight proactive offers that build goodwill, and suggest clear guardrails that prevent sticker shock.If you care about CX that feels human and scales gracefully, this conversation will sharpen your playbook. Subscribe, share with a colleague, and leave a quick review.About Jennie Lewis:Sr Manager, Customer Insights at AirshipJennie Lewis is a value-focused researcher who transforms complex data into revenue-driving narratives. An expert in quantifying CX ROI, she began as a self-taught coder automating emails for GM before leading agency teams that supported iconic brands like Marriott, Chase, and Marvel. She bridges the gap between technical data and business strategy, managing a portfolio of research results that achieve increased influenced revenue. Certified by Northwestern, eCornell, and Google, Jennie is a recognized thought leader and mentor dedicated to proving that great customer experience is a measurable driver of growth.Follow Jennie on...LinkedIn: https://www.linkedin.com/in/jennie-lewis/Articles Mentioned:- Customer service AI bots not ready for prime time, survey suggests (Consumer Affairs)- Ireckonu- 2025 year in review: What had happenend in the hospitality technology industry? (Breaking Travel News)- Asda's unhappy shoppers give boss food for thought (The Times)Resources Mentioned:Women In CX CommunityOrder your copy of Experience Is EverythingExperience Investigators WebsiteWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

"Does your behavior match your stated objectives? If you claim you want to scale the business but you have no framework or capacity building plan in place, there's a disconnect." - Chris Papin. What if your business struggles aren't about working harder—but about whether your daily actions actually match what you say you want to achieve? In this conversation, Bradley sits down with Chris Papin, attorney and CPA, to explore the critical gap between stated objectives and actual behavior in business. Chris shares his framework for thinking about business decisions through three lenses: personal, community, and client impact. He unpacks why most business owners don't truly understand their financials (and why that's costing them), the business judgment rule that separates smart decisions from lucky ones, and why Tom Brady's success on offense came from his defensive genius. If you've ever felt out of alignment with your own goals or wondered why your numbers don't reflect your stated priorities, this episode will give you a fresh perspective on getting above your business. What Working Above the Business Means to Chris: "It's gonna shift during where I am in the life cycle of my business. But what it means to me is I go back to the original vision. I have kind of three components that are in my vision: There's a personal piece, there's a community piece, and then there's a client-side piece. The personal piece is the internal me, my team, the objectives there. The community is elevating others. Obviously we want to take care of our clients. If I focus on those three pieces and really recognize what's at stake and work my business to achieving those objectives, I'm above the business doing the right things I need to do as a business owner to steer people to those objectives. Fully knowing that I am also the licensed professional where I have to be in my business from time to time to do that too. I'm okay with that because that's what I signed up for, but that distinction matters because I do have to step out of my technician's role to get up into that entrepreneurial role." This episode of Above the Business is for business owners who are ready to stop reacting and start leading with clarity, intention, and alignment between what they say they want and what they actually do. Thanks to our sponsors...Coach P found great success as an insurance agent and agency owner. He leads a large, stable team of professionals who are at the top of their game year after year. Now he shares the systems, processes, delegation, and specialization he developed along the way. Gain access to weekly training calls and mentoring at www.coachpconsulting.com. Be sure to mention the Above The Business Podcast when you get in touch. Autopilot Recruiting helps small business owners solve their staffing challenges by taking the stress out of hiring. Their dedicated recruiters work on your behalf every single business day - optimizing your applicant tracking system, posting job listings, and sourcing candidates through social media and local communities. With their continuous, hands-off recruiting approach, you can save time, reduce hiring costs, and receive pre-screened candidates, all without paying any hiring fees or commissions. More money & more freedom: that's what Autopilot Recruiting help business owners achieve. Visit https://www.autopilotrecruiting.com/ and don't forget to mention you heard about us on the Above The Business podcast. Direct Clicks is built is by business owners, for business owners. They specialize in custom marketing solutions that deliver real results. From paid search campaigns to SEO and social media management, they provide the comprehensive digital marketing your business needs to grow. Here's an exclusive offer for Above The Business listeners: Visit directclicksinc.com/abovethebusiness for a FREE marketing campaign audit. They'll...

Ever feel like your journey map leaves teams on the sidelines? In this episode, we explore a practical way to make customer journey mapping more inclusive without losing the customer's voice. We reframe journey mapping as a verb—one that engages cross-functional partners, incorporates frontline insight, and is grounded in customer data—while keeping the focus on real customer moments like triggers, actions, emotions, and outcomes (not org chart debates).From there, we introduce service blueprinting as the execution layer that turns insight into action. You'll hear how blueprinting clarifies what happens front stage and backstage, and how people, processes, systems, and tools support—or hinder—the experience you're trying to deliver.Along the way, we share practical tips for building alignment and shared ownership: inviting stakeholders who felt left out, defining goals that cut across teams, and tying internal decisions to customer outcomes. We also discuss the constraints and gaps that surface when teams blueprint together, plus the kinds of measurable improvements you can expect. Whether you're refreshing an existing map or pairing it with your first blueprint, this conversation offers grounded guidance for creating clarity, momentum, and more connected CX work.Have a question you want us to tackle next? Leave it at askjeannie.vip, explore more tools inside our CXI Membership, and pre‑order Experience Is Everything to deepen your practice. If this conversation helped, follow the show, share it with a teammate, and leave a quick review to support the community.Resources Mentioned:Learn more about CXI Membership™ and apply -- http://CXIMembership.comCustomer​​ Service Blueprinting [LinkedIn Learning Course] -- https://bit.ly/lilblueprintCustomer Experience: Journey Mapping [LinkedIn Learning Course] -- https://bit.ly/liljourneymapOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Tyson Singer (Head of Tech & Platforms @ Spotify) joins us to unpack how Spotify is transforming its product development lifecycle across creation, experimentation and maintenance to shift from "localized speed" to "systematic speed." We explore why the industry's current obsession with the "Build It" phase of development is shortsighted, and how Spotify is aggressively deploying AI in the "Think It" (prototyping/strategy) and "Maintain It" (fleet management) phases. Tyson also details the internal tools driving this shift, including AiKA and Honk, and shares why the future of engineering relies on moving from I-shaped specialists to T-shaped generalists. ABOUT TYSON SINGERTyson Singer is the SVP of Technology & Platforms at Spotify, where he leads technology infrastructure, developer experience, cybersecurity, and finance IT. Tyson is the executive behind Spotify's internal developer portal, Backstage, and Spotify's experimentation system, Confidence, which are now both commercially available. He has a background as an engineer, architect, and product lead, and he holds a Master's in Computer Science from Stanford University. Tyson is also an avid outdoor adventurer. This episode is brought to you by Retool!What happens when your team can't keep up with internal tool requests? Teams start building their own, Shadow IT spreads across the org, and six months later you're untangling the mess…Retool gives teams a better way: governed, secure, and no cleanup required.Retool is the leading enterprise AppGen platform, powering how the world's most innovative companies build the tools that run their business. Over 10,000 organizations including Amazon, Stripe, Adobe, Brex, and Orangetheory Fitness use the platform to safely harness AI and their enterprise data to create governed, production-ready apps.Learn more at Retool.com/elc SHOW NOTES:Tyson's 9-year journey @ Spotify: From the "crucible" of hyper-growth to leading Tech & Platforms (3:46)The pivot from "localized speed" to "systematic speed" (7:27)Core principles of Spotify's Platform org: Partnering with customers & "Taking the pain away" (10:37)The "Think it, Build it, Ship it, Tweak it" lifecycle framework & why the industry obsession with "Build It" (coding agents) is missing the bigger picture (14:57)How Spotify is investing in the "Think It" phase: AI prototyping with deep business context (16:49)AiKA (AI Knowledge Assistant): Context engineering for humans and bots (18:47)"Honk": Spotify's internal framework for large-scale automated code changes (22:17)Addressing the decline of code quality and the bottleneck of human PR reviews (25:50)Probabilistic vs. Deterministic code reviews: A new approach to quality checks (29:43)Identifying bottlenecks to company value outside of R&D (Legal, Licensing, etc.) (32:12)Why systems change is fundamentally about people and identity shifts (35:57)Rapid fire questions (38:49) This episode wouldn't have been possible without the help of our incredible production team:Patrick Gallagher - Producer & Co-HostJerry Li - Co-HostNoah Olberding - Associate Producer, Audio & Video Editor https://www.linkedin.com/in/noah-olberding/Dan Overheim - Audio Engineer, Dan's also an avid 3D printer - https://www.bnd3d.com/Ellie Coggins Angus - Copywriter, Check out her other work at https://elliecoggins.com/about/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Losing a customer hurts—but missing what their exit can teach you hurts more. In this episode, we unpack a two-phase offboarding feedback strategy that captures the truth twice: immediately after churn and again once customers have settled with a new provider. You'll learn how to ask hard questions without defensiveness, why timing changes insight quality, and how to turn churn into actionable CX signals.We cover the exact questions that surface breaking points, broken promises, and hidden process gaps—then show how to translate those patterns into leadership language around risk, speed, and results. Plus, why AI can support workflows but can't replace trust, adoption, or accountability.If you're ready to move from CX heroics to consistent, scalable experience design, this conversation gives you the framing, timing, and questions to start.Please subscribe, share with a teammate, and leave a review to help other CX leaders find the show. Resources Mentioned:Learn more about CXI Membership™ and apply -- http://CXIMembership.comOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Start the year with clarity instead of clutter. We're sharing five decisive questions that help you cut noise, design automation that still feels human, and align your customer experience strategy with outcomes your executives and your customers actually care about. If AI, tight budgets, and shaky trust are pulling you in every direction, this conversation gives you a practical way to choose what matters and let the rest go.We dig into where value is truly created across your journey and where activity masquerades as progress. You'll learn how to build a balance between fast, scalable automation and the empathy customers crave when stakes are high. We talk through using a CX mission and a success blueprint to connect initiatives to revenue, retention, cost to serve, and risk reduction—without resorting to vanity metrics. Along the way, we share how to craft human-centered stories that move leaders, and how to build guardrails so AI augments your team instead of eroding trust.Customer expectations have shifted, so your insights need to as well. We outline practical methods for refreshing journey maps with real behavior, analytics, and interviews, and we show how co-creating with customers accelerates clarity. Finally, we turn the mission from a poster into an operating system: a tool for prioritizing roadmaps, guiding trade-offs, and running quick post-launch reviews that keep experience quality high. Call this the year of intention—simplify, align, and keep showing up with respect and consistency.If this resonates, follow the show, share it with a teammate who's buried in dashboards, and leave a quick review to tell us which question you'll tackle first. Your feedback helps more leaders find the tools to build trust and deliver results.Resources Mentioned:CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookCX Success Statement Workbook -- https://bit.ly/cx-success-workbookOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Clicking “buy now” shouldn't feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments. Instead of proving what we know, we focus on what customers need next: clear fit guidance, delivery transparency, and friction-removing policies that build confidence before checkout.We share practical moves you can use this week—from confirmations that speak to the shopper (not the order number) to shipping updates in plain language, short stylist videos, and behind-the-scenes warehouse moments. We also cover how to use chat well: being upfront about bots, designing warm handoffs to humans, and giving AI a role that feels helpful, not blocking.Reassurance is the real conversion multiplier. We talk about sizing honesty, responsible return signals, clear expectations on duties and timelines, and how to keep the warmth going after checkout. The simple test we return to again and again: would this message feel kind and useful if you sent it to a friend?If these ideas help, subscribe for more customer experience strategies, share this episode with your team, and leave a quick review so others can find us. Your feedback shapes what we explore next.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What if customer experience stopped living in customer service and started living in the core of your business? We tackle a listener's challenge and turn it into a practical playbook: define a shared mindset, build a success blueprint tied to revenue and cost, and practice the daily discipline that makes change stick. Along the way, we share the one-line definition leaders can use to rally teams: customer experience is the system we build to deliver on the promises we make.We start by stripping away the fuzziness around CX. Instead of ten different definitions across the company, we push you to craft a clear CX mission statement that guides choices in sales, product, marketing, operations, and HR. From there, we elevate CX from reactive troubleshooting to proactive design—fixing upstream processes that create downstream tickets, refunds, and churn. The message to skeptics is grounded and simple: fewer service issues, lower cost-to-serve, stronger retention, and more referrals.Then we map CX to executive priorities with a customer experience success blueprint. We talk through how to align with the CFO's bottom line, show the CMO how advocacy can lower paid media spend, and help product and operations choose fixes that move the needle. You'll hear how to translate friction into financial levers, set a tight measurement set that includes outcome, perception, and behavior metrics, and build governance that runs like any other business function. Finally, we offer storytelling tips to earn buy-in, celebrate small wins, and keep momentum through the long, non–light switch journey of change.If this resonates, share it with a colleague who still thinks CX is a department. Subscribe for more practical plays, leave a quick review to help others find the show, and send us your questions—your challenges fuel the next conversation.Resources Mentioned:Order your copy of Experience Is Everything -- experienceiseverythingbook.comExperience Investigators Website -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

The most dangerous number in customer experience isn't low—it's shiny. In this CX Pulse Check, we unpack why a single score can seduce teams into storytelling that investors love and customers don't feel, and we make a case for the harder, more honest work of proving value creation by cohort, not by kudos. With Rob Markey of Bain & Company and Harvard Business School, we discuss whether customer metrics predict growth or distract from it, and we separate real loyalty from repeat purchase.We go straight at the NPS debate: what the score can predict, where it fails, and how it becomes powerful only as part of a system that links feedback to actions that change renewal, cross-sell, referrals, and cost-to-serve. We talk airlines, captive markets, and the language games behind “loyalty” programs that purchase repetition without building emotional commitment. Then we get practical. You'll hear a little about how to read interaction telemetry for risk signals, and build models that translate service performance—wait times, abandon rates, repeat contacts—into forward revenue forecasts your CFO will respect.This is a great listen for leaders who want both heart and proof: real-time feedback to understand emotion and expectation shifts, behavioral data to see what customers actually do, and investor-ready visuals like tenure curves and revenue per customer by acquisition year. If you've ever wondered how to tell a CX story that earns budget because it earns returns, tune in to this conversation.If this resonates, follow the show, share it with your team, and leave a review wherever you listen to podcasts. Then send in a question you want us to tackle next at askJeannie.vip.About Rob MarkeyAdvisory Partner, Bain & CompanySenior Lecturer, Harvard Business SchoolRob Markey (https://robmarkey.com) is a Senior Lecturer at Harvard Business School and an advisory partner at Bain & Company. The creator of the Net Promoter System, he has spent more than three decades helping companies grow by earning customer loyalty and increasing the value of their customer relationships. He teaches Managing Service Operations in the MBA program at HBS and hosts the Customer Confidential podcast, where he speaks with leaders building customer-centric businesses.He is the co-author of The Ultimate Question 2.0 and a leading voice in the movement toward Customer Capitalism.Follow Rob on...LinkedIn: https://www.linkedin.com/in/robmarkey/Articles Mentioned:- The American Customer Satisfaction Index (ACSI): Quarter 3, 2025 - A Threat Potentially More Damaging Than the Great Recession (American Customer Satisfaction Index) -- https://theacsi.org/news-and-resources/press-releases/2025/11/13/press-release-national-acsi-q3-2025/- CoStar (CSGP) Q3 2025 Earnings Call Transcript (The Motley Fool) -- https://www.fool.com/earnings/call-transcripts/2025/10/28/costar-csgp-q3-2025-earnings-call-transcript/Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Aligning risk management with business goals is essential for driving business objectives. In this episode, we discuss how risk managers can effectively connect risk management to business objectives and create measurable outcomes Our special guest, AnilKumar JK, Senior Director of CyberGRC Product Management at MetricStream, shares his expert insights on strategic risk alignment, leveraging frameworks like COSO and Value at Risk, and the importance of fostering a strong risk culture. Discover how organizations can better prioritize risks, implement effective governance, and use tools such as data categorization and the CIA triad to align risk management with core business strategies. AnilKumar also highlights the transformative role of AI in streamlining risk assessment and monitoring, and explains the difference between risk appetite and tolerance, offering actionable tips to improve decision-making. If you want to be our guest or suggest a guest, send your email to info@globalriskconsult.com with the subject line "Guest Proposal."

Want customers to talk about your brand without being asked? In this CX Pulse Check, we bring on Brooke Sellas, founder of B Squared Media and a leader in social customer care, to unpack how emotion—not content volume—creates durable connection, retention, and revenue. Together we push past vanity metrics and dig into signals that actually matter: the unsolicited thank-yous, the screenshots, the stitches, and the small moments of care customers can't help but share.Our conversation moves from principle to practice. We map out how to define success for customers and for the business, then build joy loops that reward participation and make advocacy feel like a feature. We talk candidly about creator care—how high-velocity social teams face relentless expectations and why, in the age of AI, creative risk is the differentiator. We also look inside modern support: when bots deflect FAQs, humans inherit the complex, emotional problems.We also break down Salesforce's decision to replace a lightly used help search with AI and the community backlash that followed. The lesson is clear: internal metrics don't equal external sentiment. Listening publicly, restoring a dedicated search capability, and co-creating with power users can turn friction into fuel.If you care about customer experience, social strategy, or contact center leadership, you'll leave with insights for measuring emotion, protecting the people who power your brand, and taking smart risks that cut through AI's sea of sameness.If this resonates, follow the show, share it with a teammate, and leave a quick review.About Brooke Sellas:Brooke Sellas is shaping the future of digital marketing one conversation at a time. As an award-winning CEO, she leads B Squared Media, a boutique agency redefining 'social care' for brands like Brother International, Miele, and BCU. You can dive into her insights through her book Conversations That Connect, her thought leadership on CMSWire, or her expert-led courses—among them, three digital marketing courses at the University of California, Irvine (one focused on AI & Marketing) and a LinkedIn Learning course on Social Care.Learn More About B Squared Media at https://bsquared.media/Follow Brooke on...LinkedIn: https://www.linkedin.com/in/brookebsellas/YouTube: https://www.youtube.com/@HelloBSquared/podcastsArticles Mentioned:- To Set Your Brand Apart, Create Moments of Shareable Joy (Harvard Business Review) -- https://hbr.org/2025/09/to-set-your-brand-apart-create-moments-of-shareable-joy- Duolingo's Departing Social Media Manager Talks Virality, Anxiety and Mental Health (The Wall Street Journal) -- https://www.wsj.com/articles/duolingos-departing-social-media-manager-talks-virality-anxiety-and-mental-health-63d36f40- Salesforce Responds to User Backlash Over Replacing Help Search with Agentforce (CX Today) -- https://www.cxtoday.com/crm/salesforce-responds-to-user-backlash-over-replacing-help-search-with-agentforce/Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

In this episode, we explore one of the toughest CX challenges: balancing company policies with the flexibility needed to deliver exceptional experiences.Policies should guide and protect, not block great service. We share how to design rules that empower teams, use exceptions as insights for improvement, and align every decision with your customer experience mission. Plus, we discuss how rethinking outdated policies — like libraries eliminating overdue fines — can strengthen trust and deepen customer relationships.Tune in to learn how to turn rigid rules into opportunities for better customer experiences — and don't forget to register for our upcoming webinar, From Assessment to Action: Building Your CX Roadmap, on November 4th via bit.ly/CXAction.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Customers don't just want answers. They want action! That's why agentic AI, the kind that doesn't just recommend but actually does the work, is reshaping how teams analyze experiences, resolve issues, and connect systems.In this CX Pulse Check, Jeannie talks with Medallia's Chief Strategy Officer, Sid Banerjee, about today's clearest CX use cases and the pitfalls leaders should avoid as agentic AI adoption accelerates across industries like banking, healthcare, retail, and hospitality.We explore three big patterns:AI that speeds up insight generation across calls, chats, and surveysAssistive tools that help agents find and deliver answers in real timeOrchestration that lets AI schedule, submit, and update without piling on handoffsVoice is making a comeback too, from car dealerships booking recall appointments to restaurants taking phone orders with flawless recall. The key isn't “more bots,” but better design, continuous coaching, and a balance of speed with trust.We also cover empathy, accountability, and practical guardrails (like building feedback loops, retraining models, and giving customers clear choices so they never feel trapped by tech).If you're evaluating where to deploy AI next or whether your pilots are effective, this conversation provides examples, cautions, and a pragmatic perspective.About Sid Banerjee, Chief Strategy Officer, Medallia:Over a nearly 30-year career, Sid has amassed deep skills building companies and solutions based on customer experience, business intelligence, and AI-powered technologies. Sid was the Founder and served as CEO, Chairman, and Chief Strategy Officer at Clarabridge. He most recently served as Chief XM Strategy Officer at Qualtrics. He presently serves as Chairman at Prolific, a high-growth technology company that provides a platform for high-quality, human-derived AI and research models. He was a founding employee of MicroStrategy and founder/CEO of Claraview. He also held executive and management positions at Ernst & Young and Sprint. He holds a BS/MS in Electrical Engineering from MIT.Learn More About Medallia at https://www.medallia.com/Follow Sid on...LinkedIn: https://www.linkedin.com/in/sidbanerjeewdc/Articles Mentioned:- Marriott checks out AI agents amid technology transformation (CIO Dive) -- https://www.ciodive.com/news/marriott-international-AI-strategy-agentic-cloud-cybersecurity/758922/- Red Lobster Turns to AI to Power Phone Ordering (Hospitality Technology) -- https://hospitalitytech.com/news-briefs/2025-09-22?article=red-lobster-turns-ai-power-phone-ordering- Long Island pizzeria goes viral with saucy videos giving bad diners a taste of their own medicine: ‘Go sit down' (New York Post) -- https://nypost.com/2025/09/22/us-news/long-island-pizzeria-goes-viral-with-saucy-videos-giving-bad-diners-a-taste-of-their-own-medicine-go-sit-down/Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What does luxury really mean in today's experience economy? The answer might surprise you.Joining us on this eye-opening CX Pulse Check episode is luxury experience expert Neen James, who shares groundbreaking research revealing that luxury isn't about price tags—it's a mindset with four distinct profiles. Yet regardless of which luxury mindset we embody, we all agree on five essential characteristics: high quality, long-lasting, authentic, unique, and indulgent."You don't have to have a luxury product to provide a luxury level of service," Neen explains, unlocking possibilities for businesses across every industry and price point. Her research definitively proves what many have suspected: luxury is increasingly about experiences rather than possessions, and about feeling genuinely seen, heard, and valued.We explore fascinating real-world applications, from wealthy travelers choosing cooking lessons with Italian grandmothers over five-star hotels to Louis Vuitton's theatrical ship-shaped flagship store in China.Perhaps most applicable for everyday business is our discussion of Starbucks' ambitious four-minute service goal. As Neen advises, we must "think like a concierge, not a bellhop," transforming transactional relationships into meaningful connections through what she calls "systemized thoughtfulness."The insights from this conversation apply whether you're running a coffee shop or a luxury retailer.Don't miss Neen's upcoming book, Exceptional Experiences, launching October 14th with pre-orders available now.About Neen James:Neen James (neenjames.com) is a leadership strategist, dynamic keynote speaker, and the author of Folding Time, Attention Pays, and the upcoming Exceptional Experiences. With boundless energy, quick wit, and actionable insights, she serves as a confidante to C-suite leaders to help them elevate experiences and achieve greater focus, communication, and influence. Recently appointed to the board of the World Luxury Chamber of Commerce, James has been named one of the Top 30 Leadership Speakers by Global Gurus multiple years in a row for her work with some of the world's most prestigious brands, including Viacom, Comcast, Virtuoso Travel, Four Seasons, and the FBI. She empowers individuals to prioritize what matters most so they can create exceptional experiences that drive results and foster lasting connections. Originally from Australia, James is living her best life in Tampa, Florida.Follow Neen on...LinkedIn: linkedin.com/in/neenjames/Instagram: instagram.com/neenjamesYouTube: youtube.com/user/AussieNeenArticles Mentioned:Luxury Travelers Prefer Spending Thousands on Authentic Nonna's Kitchen Over Lavish Hotel Suites (Investopedia)A luxury experience in China: Global high-end brands bet on conceptual stores to revive sales (Reuters)Brian Niccol wants your Starbucks drink to be made within 4 minutes of ordering (Yahoo! Finance)Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Why do customer experience professionals still struggle to get buy-in from leadership—even in small organizations where alignment should be easier? This question from a listener in the UK captures a universal frustration faced by CX champions worldwide.The challenge isn't about company size or industry. Whether in healthcare, education, or corporate settings, the fundamental issue is the same: creating a cultural shift in how organizations perceive customer experience. Many leaders still view CX as reactive customer service rather than proactive strategy. Others, particularly in non-customer-facing roles, fail to see how their work impacts the end customer. The disconnect between CX metrics and departmental KPIs further complicates the picture.Breaking through these barriers requires persistent communication, strategic translation, and genuine patience. Success comes from focusing on one department at a time, finding champions who already believe in CX, and making them heroes. When you connect customer experience directly to each leader's specific goals and priorities, you bridge the gap between abstract concepts and concrete business outcomes. Real customer stories—not just data—create the emotional connection that inspires action and commitment.Cultural transformation is never a light-switch moment; it's a journey that unfolds over years, not weeks. For CX leaders feeling unheard or undervalued, remember to celebrate each small victory and document your progress. Your persistent efforts are creating meaningful change that benefits your organization, your customers, and your employees. The mountain moves one stone at a time—keep going, and eventually, your customer experience parade will grow until the entire organization is marching alongside you.Resources Mentioned:CX Success Statement Workbook -- https://bit.ly/cx-success-workbookExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Send us a textEpisode 143: Financial integrity isn't optional—it's essential. That's why developing a structured, effective audit plan stands as one of the most critical responsibilities for finance leaders today. This episode unveils a nine-step framework for creating audit plans that deliver genuine value. From understanding your business environment and conducting thorough risk assessments to defining clear audit scopes and establishing communication protocols, each element works together to create a process that leadership can trust. We explore how to effectively present technical findings to leadership teams in ways that drive action, not confusion. Most importantly, we examine why leadership commitment fundamentally determines whether an audit becomes a transformative tool or merely a compliance exercise.Conflict Management Course information: find more information hereEpisode outline:How to structure an effective audit plan,Presenting the findings to the leadership team, andWhy leadership is essential for the auditing function.Please connect with me on:1. Instagram: stephen.mclain2. Twitter: smclainiii3. Facebook: stephenmclainconsultant4. LinkedIn: stephenjmclainiiiFor more resources, please visit Finance Leader Academy:  financeleaderacademy.com.Support the show

What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo growth: years of unseen root work before visible success emerges.With only 17% of executives confident in their CX delivery, despite nearly half calling it a top priority, we unpack what it takes to bridge that divide. Camille walks us through how her team built trust, accountability, and alignment, warning that mismatched expectations are the “rotten tomato” that can spoil even the best CX plans. We also explore how Verizon is using AI not to replace humans, but to enhance experiences—automating routine tasks while expanding human support.Throughout, one theme stands out: lasting CX transformation depends on psychological safety. Innovation only happens when teams feel safe enough to try, fail, and learn.About Camille Kremer:Camille is the Senior Director of Customer Experience at Holiday Inn Club Vacations. She and her team lead the CX strategy, and drive enterprise-wide improvements based on customer feedback. With 20 years of experience leading large-scale operational and transformational change across multiple industries, she is passionate about turning analytics into meaningful action. Her background in sociology, informatics, quality assurance, and lean continuous improvement fuels her commitment to creating positive change for both businesses and customers.When she visits her parents in Louisiana, Camille still loves tending to the bees in her father's apiary - a hobby they've done together for 30 years.Follow Camille on...LinkedIn: https://www.linkedin.com/in/camillekremer/Articles Mentioned:- Global execs say CX is crucial to success but most still struggle to optimize its performance (VISION by Protiviti) -- https://vision.protiviti.com/insight/global-execs-say-cx-crucial-success-most-still-struggle-optimize-its-performance- Marketing Promised. CX Didn't Deliver. Here's the Cost. (CMSWire) -- https://www.cmswire.com/customer-experience/marketing-promised-cx-didnt-deliver-heres-the-cost/- Verizon Announcing AI-Powered 'Customer Experience Transformation' (Newsweek) -- https://www.newsweek.com/verizon-announcing-ai-powered-customer-experience-transformation-2089472Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season.They take a hard look at American Airlines' new customer experience advisory board—and the surprising lack of actual customers at the table. Marcus shares why involving real travelers is essential to driving meaningful change, especially as competitors like Delta and United prioritize more customer-focused strategies.The discussion also explores the evolving role of AI in hospitality. While automation and personalization technologies open new doors, Marcus and Jeannie stress that technology should complement—not replace—genuine human connections. Through personal stories, they highlight how small, thoughtful gestures can leave a lasting impact.Rounding out the episode, they examine United Airlines' new airport arrival policy and what it reveals about communication gaps and the overall customer journey. Whether you work in CX or simply love to travel, you'll walk away with fresh insights on balancing efficiency, innovation, and the timeless value of human touchpoints.About Marcus Story:Marcus brings nearly 20 years of experience managing and delivering exceptional customer and guest experiences across hospitality and service industries.Marcus, who has been a Delaware North team member for 13 years, is the leader of the company's global customer experience strategy and platform, called GuestPath®. Before Delaware North, Marcus honed his customer experience expertise at well-known organizations like Walt Disney Parks and Resorts and InterContinental Hotels Group.Aside from his direct experience, Marcus has earned certifications as a Certified Customer Experience Professional (via the Customer Experience Professionals Association) and Lean Six Sigma Green Belt. He attended California State University, Sacramento, where he earned a Bachelor of Arts in Communication Studies, and holds a Master of Science in Hospitality Management from California State University, Long Beach.Follow Marcus on...LinkedIn: https://www.linkedin.com/in/marcusstory/Articles Mentioned:- American Airlines names members of new Customer Experience Advisory Board (American Airlines Newsroom) -- https://news.aa.com/news/news-details/2025/American-Airlines-names-members-of-new-Customer-Experience-Advisory-Board-MKG-OTH-06/default.aspx- How AI-powered CX strategies can better meet guest expectations (Hotel Dive) -- https://www.hoteldive.com/news/artificial-intelligence-cx-strategies-hotel-guest/749477/- United Passengers Are Required to Check In Earlier Starting June 3 (Condé Nast Traveler) -- https://www.cntraveler.com/story/united-airlines-check-in-time-changeResources Mentioned:Experience Investigators -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Jack Chambers-Ward sits down with Chris Ridley from Evoluted to discuss an innovative solution for managing SEO and PPC campaigns simultaneously.They explore how this tool can help businesses save money by avoiding search term cannibalisation. Chris shares insights on balancing organic and paid strategies, the importance of understanding SERP competition, and the evolving role of AI in search marketing.Links to follow Chris:Website: https://www.evoluted.net/LinkedIn: https://www.linkedin.com/in/chris-ridley/Linktree: https://linktr.ee/PPC_ChrisDigital E-A-Ts: https://www.digital-eat.com/chris-ridley/Related article: https://www.evoluted.net/resources/seomonitor-adsync-script00:00 Introduction01:01 Welcome to Search With Candour02:40 Welcome Chris Ridley04:31 The Concept of Search Cannibalisation15:03 Implementing the Tool: Technical Details17:40 Challenges and Future Adaptations31:33 Understanding User Journeys and Brand Awareness32:25 Google Ads Reporting and Data Transparency34:55 The Importance of Business Objectives in Marketing37:58 Multi-Channel Marketing Strategies46:11 Effective Use of Remarketing50:51 Recommendations and Tools for Marketers56:56 Upcoming Guests and Future Topics

Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders.CX leadership requires empathy, strategy, and communication. Stepping into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful CX leaders recognize this challenge and approach it with empathy, connecting the dots between customer satisfaction and departmental goals—whether that's showing finance how retention boosts revenue or demonstrating to operations how journey improvements reduce costs.Effective CX leaders also make abstract ideas tangible through tools like journey mapping, customer feedback videos, and direct quotes. These bring the customer experience to life, helping leaders understand how their decisions affect the customer. By inviting participation early, you turn resistance into collaboration.Customer experience is a commitment, not a department. As your initiatives grow, position yourself as a bridge—helping others see how CX can align with their goals—and watch them adopt customer-focused projects on their own.Curious about where to focus your CX leadership efforts? Visit cxicompass.com to answer 11 simple questions and receive personalized guidance on your next steps. Your journey to organizational alignment starts with understanding that change happens with people, not to them.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comUltimate Guide to Customer Journey Maps -- https://experienceinvestigators.com/ultimate-guide-to-customer-journey-maps/CX Success Statement Workbook -- https://bit.ly/cx-success-workbookTake the CXI Compass™ assessment -- http://cxicompass.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways.In this CX Pulse Check, John Garrett, author of What's Your And?, shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and 50% higher sales from customer-facing teams who feel valued.From knitting groups at ServiceNow to Starbucks choosing people over AI, we explore how personal passions at work drive connection, loyalty, and business success. John also highlights the need to support high-performing employees to prevent burnout and sustain long-term engagement.This conversation is a compelling reminder: when people can be themselves at work, everyone wins—employees, customers, and the bottom line.About John Garrett:John Garrett—award-winning author and people-centric leadership speaker—is on a mission to create thriving workplaces. What the CPA-turned-professional comedian turned two-time Emmy nominee may do best is champion the human side of professionals, consulting with organizations to develop more productive cultures while shining a light on their people's rich lives outside of work. And his book, What's Your “And”?, was named a Distinguished Favorite by the Independent Press Awards and it was recently featured in Forbes.Learn more about John and "What's Your And?" at https://thejohngarrett.com or https://whatsyourand.com/Follow John and What's Your And on...X/Twitter: https://x.com/The_JohnGarrettX/Twitter: https://x.com/Whats_Your_AndInstagram: https://www.instagram.com/John_R_GarrettInstagram: https://www.instagram.com/WhatsYourAndLinkedIn: https://www.linkedin.com/in/thejohngarrett/Articles Mentioned:- Why These Companies Let Team Members Share and Explore Personal Passions at Work (Built In Seattle) -- https://www.builtinseattle.com/articles/why-these-companies-let-team-members-share-and-explore-personal-passions-work- To Leverage Employee Passion, Save It for When It Counts (Harvard Business School) -- https://www.library.hbs.edu/working-knowledge/in-cost-cutting-era-save-passion-for-when-it-counts- Starbucks doubles down on baristas, not AI, to fix its customer crunch (Business Insider) -- https://www.businessinsider.com/starbucks-investing-humans-rivals-bet-ai-2025-5Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives.The conversation begins with reimagining success metrics beyond customer acquisition and retention. For public sector organizations, value creation takes different forms—like operational efficiencies, higher compliance rates, and broader service accessibility. Jeannie explains how connecting back to purpose through an experience mission statement creates the foundation for meaningful improvements that align with public good.Journey mapping emerges as a powerful tool for identifying friction points in citizen interactions. By examining specific processes with clear goals and scope, organizations can simplify procedures, humanize interactions, and clarify requirements—addressing common complaints about government bureaucracy.The podcast explores practical strategies for co-creation with citizens, employee empowerment, and designing for inclusivity. Jeanne shares compelling examples of public institutions that transformed service delivery models to reach underserved populations, demonstrating that creativity and empathy can flourish even within government frameworks. Her insights on communication improvements, measuring meaningful metrics, and sharing success stories provide a roadmap for any public sector organization ready to elevate their citizen experience.Ready to transform your organization's approach to citizen service? Listen now for actionable strategies that respect people's time, needs, and dignity—ultimately strengthening public trust and delivering on your mission.Resources Mentioned:Experience Investigators -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithms in loan approvals, she shares eye-opening examples of how AI can go wrong—and what to do about it. Learn why AI needs continuous testing, feedback loops, and what Ovetta calls “Mike Tyson proofing” to avoid delivering broken experiences. She also offers a practical framework for implementation: focus AI efforts on your most frustrating customer touchpoints, not just where it's easy. Looking to use AI more effectively in your organization? Ovetta is offering listeners an exclusive discount on to our listeners. Start building smarter, safer customer experiences. Use the coupon code "experience" for a 50% discount on one of the following: 1 hour coaching session ($300 regular price)1 hour AI Risk Assessment session ($300 regular price)90-minute CEO lunch ($1500 regular price)Coupon Code is: experienceRedeem at www.rightainow.com/appointmentsAbout Ovetta Sampson:Named one of the Top 15 People in Enterprise Artificial Intelligence by Business Insider in 2023, Ovetta Sampson is a tech industry leader who has worked with multiple technologies to help solve some of the biggest problems facing multiple industries. Leading engineers, designers and researchers, at top companies such as Microsoft, IDEO and Capital One, Ovetta has been designing and developing machine learning, artificial intelligence and enterprise software solutions for more than a decade. She left her last job as Director AI and Compute Enablement at Google to found Right AI, a consultancy that helps organizations and businesses minimize the human engagement risks when implementing AI.Follow Ovetta on...LinkedIn: https://www.linkedin.com/in/ovettasampson/Articles Mentioned:A Contact Center Chatbot Invents Company Policies, Now Customers Want Out (CX Today)When Algorithms Deny Loans: The Fraught Fight to Purge Bias from AI (IoT For All)Singapore Airlines Elevates Customer Experience With $45 Million Investment In Changi Airport (Breaking Travel News)Resources Mentioned:Experience Investigators -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

ABOUT FUNMI OLUDAIYEFunmi is a Managing Director and the Head of the Digital Risk Office for Enterprise Partnerships at Goldman Sachs, where she is pioneering a first-of-its-kind global initiative to embed critical business, security, and engineering risk practices within the engineering organization. With nearly 15 years of experience as a software engineer, architect, and engineering manager, she has a proven track record of leading high-performing teams, delivering innovative technology solutions, and championing best practices in developer experience and productivity across large-scale engineering teams. Most recently, she was the Head of Engineering for Consumer Deposits at Marcus by Goldman Sachs, and prior to that, she led the product engineering teams that built and launched the firm's award-winning credit card partnerships with Apple and later, General Motors. Funmi is a passionate advocate for underrepresented groups in the technology industry and is committed to mentoring the next generation of engineering leaders. Her wealth of experience and dedication to driving positive change make her a sought-after speaker and advisor.ABOUT KETAN GUPTAKetan is a seasoned engineering leader with 13+ years in software development, cloud, architecture, product delivery, and organizational leadership. He excels at building high-performing engineering teams and driving strategic initiatives. As an active community builder, he contributes to the Engineering Leaders Community and champions software craftsmanship.ABOUT SASHA HALLSasha Hall is an Engineering Manager at Planitar Inc, makers of iGUIDE. A University of Waterloo graduate with over 5 years of leadership experience at Pegasus Aeronautics and Deep Trekker, Sasha brings valuable insights on decisive leadership, effective communication, and strategic vision in growing organizations. Their career path through underwater robotics at Deep Trekker, aerial drone systems at Pegasus Aeronautics, and spatial mapping technologies at Planitar showcases a passion for innovative hardware and sensing solutions. This diverse technical background, combined with consistent leadership dedication, has equipped Sasha with a unique perspective on navigating today's complex engineering challenges. Build AI Voice Agents with ElevenLabsElevenLabs is the leading Voice AI platform for developers with thousands of ultra-realistic, human-like voices across 32 languages.Developers use ElevenLabs to build life-like, conversational AI voice agents to handle customer support queries, appointment scheduling, and even offer personalized 1-1 tutoring.Get started for free at elevenlabs.io/elc SHOW NOTES:Funmi discusses why successful eng leaders build true partnerships between engineering & business stakeholders (1:58)Navigating the dynamics of engineering & cross-functional team partnerships (3:00)Creating alignment / building relationships through fostering trust & curiosity (4:42)How engaging w/ curiosity is key to building cross-functional relationships (7:21)Funmi's framework to help identify gaps in understanding (8:56)Recognizing knowledge gaps and relying on subject matter experts (10:15)Tips for navigating partnerships with multiple stakeholders (13:14)What's going on with ELC New York & the power of connecting with eng leaders (14:45)Ketan discusses cloud transformation and AI integration (17:08)Considering challenges w/ security, scalability, cost, flexibility & AI in cloud vs. hybrid migrations (18:04)Explaining the impact of technical debt on organizations (20:04)The STIR framework for managing tech debt during cloud migrations (21:17)Translating tech debt into business value w/ STIR (24:17)Separating continuous improvement / performance from tech debt (27:02)Understanding team strengths & bolstering team motivation (29:24)Ketan's experience with ELC London (31:07)Have fun with decision-making (33:29)Sasha discusses optimizing team processes amid company growth & new hires (35:11)Effective decision-making - balancing being decisive & thoughtful (37:36)Examples of balancing quick decision-making w/ thoughtfulness (39:05)How to refactor repetitive tasks to improve efficiency (40:32)Balancing time, risk & impact in decision-making processes (42:06)The value of building a network & finding mentors outside your own company (45:03)Advice for jumping into ELC community events (47:41)This episode wouldn't have been possible without the help of our incredible production team:Patrick Gallagher - Producer & Co-HostJerry Li - Co-HostNoah Olberding - Associate Producer, Audio & Video Editor https://www.linkedin.com/in/noah-olberding/Dan Overheim - Audio Engineer, Dan's also an avid 3D printer - https://www.bnd3d.com/Ellie Coggins Angus - Copywriter, Check out her other work at https://elliecoggins.com/about/

Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.Speaking from the bustling Medallia Experience 2025 event in Las Vegas, Fard dismantles the common misconception that actionable Voice of Customer data alone drives change. The real challenge? Getting cross-functional leaders to not just review customer feedback but commit to acting on it.What makes this conversation particularly valuable is Fard's practical approach to change management. Following ADKAR principles (Awareness, Desire, Knowledge, Ability, Reinforcement), he demonstrates how CX professionals must transform themselves into skilled salespeople for their initiatives. "You need to be a good salesperson too," Fard advises, "because you're selling an idea, you're selling an approach." This means understanding stakeholder objectives, speaking their language, and showing how CX directly supports their goals—not overwhelming them with metrics and industry jargon.The most compelling takeaway? Start small, demonstrate value, and scale gradually. By securing incremental commitments rather than demanding wholesale change, CX leaders can build the credibility needed to expand their influence. This approach earned Capital One the Global CXPA Impact Award, recognizing their success in driving tangible business outcomes through customer experience initiatives. Ready to transform how you approach CX leadership?Follow Sasha Fard on LinkedIn: https://www.linkedin.com/in/sashafard/Resources Mentioned:Medallia Experience -- https://www.medallia.com/experience/Experience Investigators -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.Fresh from their encounters at Qualtrics' X4 conference, Enrique and Jeannie explore how our experiences as consumers now directly shape our expectations as employees. They examine Apple's $500 billion US investment through this lens, discussing not just the business implications but what it means for talent development and organizational design. The conversation turns to Ford's data-driven approach to employee experience, revealing how established companies with strong legacies can use analytics to understand workforce needs around career development and digital readiness. Perhaps most provocatively, they challenge prevailing wisdom about remote work.Discover how connecting the dots between customer and employee experience can create competitive advantage where expectations are constantly evolving.About Enrique Rubio:Enrique is an HR, Tech and Future of Work expert, keynote speaker and founder of global communities. Enrique is currently an advisor to the community he built, Hacking HR, a global learning community operating at the intersection of future of work, technology, business and organizations, with thousands of members of all over the world; and the Head of Global Community at Transform, building a global community of local chapters covering every major city and region in the world. Enrique is one of the top 100 HR global influencers. He was the founder and CEO at Management Consultants, a firmed specialized in Human Resources in Venezuela. Before Management Consultants, Enrique worked in the telecommunications sector as a Senior Project Engineer for Telefonica and several other companies in the early to mid-2000s. Enrique is a guest author in several blogs about innovation, management and human resources. Most recently Enrique worked as an advisor to the Chief Human Resources Officer at the Inter-American Development Bank. Enrique frequently speaks about topics ranging from DEIB, future of work, HR strategy, employee experience, technology, among others. Additionally, Enrique designs hundreds of learning programs for the HR community in the form of events and short-term programs. Enrique is a Fulbright Scholar, and Electronic Engineer with an Executive Master's in Public Administration from Maxwell School at Syracuse University.Follow Enrique on...LinkedIn: https://www.linkedin.com/in/rubioenrique/ Articles Mentioned:Apple's $500 billion U.S. investment: What HR leaders need to know (HR Executive)Ford's data-driven approach to Employee Experience (Diginomica)Resources Mentioned:Experience Investigators -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

ABOUT RUKMINI REDDYRukmini Reddy is the Senior Vice President of Engineering, responsible for managing product and platform delivery, infrastructure, and data science. Reddy joins PagerDuty from Slack where she guided the vision, strategy, and execution of a comprehensive re-architecture, transforming the messaging software into an automation platform that empowered users to streamline their work.Additionally, Rukmini spent over a decade in senior executive roles at various enterprise companies, where she built a strong track record in driving engineering and product strategy during periods of hyper-growth and product transformation across SaaS, B2B, and B2C business models.Rukmini has a master of science degree in computer engineering from the University of Arkansas and earned a bachelor's degree from Osmania University in computer science and engineering.SHOW NOTES:How the role of engineering leadership has evolved from 2021 to 2025 (2:35)The rising importance of financial acumen & enduring importance of resilience in engineering leadership (5:28)Key questions to ground and align your team with mission, vision, customer impact, and position to win the market (7:04)What it means to become the leader your business needs (9:31)“Hugging the elephant” and overcoming fear & uncertainty in 2021 vs. today (12:26)Five questions to help you lead your team through transitions and change (16:03)How to incorporate this framework to drive org change with empathy (18:10)How to address questions about job security and future roles within an organization (20:21)Strategies to guide your team through unspoken fears & unknowns (23:47)Rukmini's advice to create high-trust, high-impact sources of support through fear, uncertainty, and doubt for the first time (25:19)Navigating org change from first principles (27:21)How to move from the “informed pessimism” dip to “curious optimism” as a team & org (30:00)Using evangelism & experimentation to tackle common adoption fears (34:07)Examples of enablement & skill development / delivery (37:32)The role of enforcement in the adoption transformation curve (39:07)Rapid fire questions (42:33)LINKS AND RESOURCESGood Strategy Bad Strategy: The Difference and Why It Matters -Richard P. Rumelt clarifies the muddled thinking underlying too many strategies and provides a clear way to create and implement a powerful action-oriented strategy for the real world.This episode wouldn't have been possible without the help of our incredible production team:Patrick Gallagher - Producer & Co-HostJerry Li - Co-HostNoah Olberding - Associate Producer, Audio & Video Editor https://www.linkedin.com/in/noah-olberding/Dan Overheim - Audio Engineer, Dan's also an avid 3D printer - https://www.bnd3d.com/Ellie Coggins Angus - Copywriter, Check out her other work at https://elliecoggins.com/about/

The magic of attending a truly exceptional event stays with us long after we've returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences.Drawing from her extensive experience as both keynote speaker and attendee, Jeannie walks through practical recommendations that can elevate any event, regardless of size or budget. We start with seemingly small touches that make significant impacts - from double-sided name tags that don't flip around to clear wayfinding that helps attendees navigate unfamiliar venues confidently. These foundational elements create a sense of care and competence that permeates the entire experience.Beyond logistics, we explore how thoughtful programming, personalized communications, and intentionally curated networking opportunities build meaningful connections between participants. We emphasize the importance of inclusivity through accessibility accommodations, dietary options, and creating sensory-friendly spaces where introverts and others can recharge. Looking toward the future, we imagine how artificial intelligence might transform events through personalized agendas while preserving space for those serendipitous hallway conversations that often become highlights of in-person gatherings.Have you experienced an event that completely exceeded your expectations? Or perhaps you're planning one yourself? Want to create an unforgettable event experience? Let's make it happen! Jeannie Walters brings real-world customer experience insights, engaging storytelling, and actionable strategies to help your audience think differently about CX. Whether it's a keynote, workshop, or panel discussion, we'd love to help make your event stand out. Visit ExperienceInvestigators.com to learn more and to book Jeannie for your next event!Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

In this episode, Ray Sclafani discusses the concept of intentional growth for financial advisors, emphasizing the importance of having a clear vision, strategic planning, and understanding client needs. He outlines six critical questions that advisors should consider to align their growth strategies with their long-term business objectives. Additionally, he highlights the significance of organic growth and managing client relationships effectively to ensure sustainable success in the wealth management industry.Key Takeaways Intentional growth is about growing smart, not just for growth's sake.Advisors must define their vision and long-term objectives clearly.Strategic planning is essential for achieving desired business outcomes.Organic growth involves better serving existing clients and tracking opportunities.Building a strong value proposition is key to attracting ideal clients.Intentional growth requires both intention and attention.Click here for a complimentary download of "Intentional Growth: 6 Questions and 4 Key Considerations"For more information click here to visit The ClientWise Blog.Find Ray and the ClientWise Team on the ClientWise website or LinkedIn | Twitter | Instagram | Facebook | YouTubeTo join one of the largest digital communities of financial advisors, visit exchange.clientwise.com.

Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients.In this episode, they discuss:A patient satisfaction scoring storyline that provoked strong reactions on HBO's new medical drama "The Pit"Lush's bold decision to abandon social media platforms, discovering surprising connections to how healthcare has traditionally built communitiesModern healthcare designs that must consider patients, families, staff, and operational functionality simultaneouslyDespite the challenges facing healthcare, Brian's powerful reminder resonates throughout our conversation: "We do far more right than we do wrong." Healthcare professionals perform life-saving, transformative work every day, often in difficult circumstances. The evolution of patient experience isn't about criticizing what's wrong but enhancing the incredible care already happening.Ready to bridge customer and patient experience in your organization? Connect with Brian on LinkedIn to follow his insights, and explore our resources at experienceinvestigators.com to support your experience journey.About Brian Carlson:Brian Carlson has over 20 years of experience in large academic health systems and private group practices. He is currently the Vice President of Patient Experience at Vanderbilt University Medical Center (VUMC) (http://www.vanderbilthealth.org), where he has significantly improved patient experience and operational efficiency since 2007.Brian has a proven track record of driving financial and operational success. At VUMC, he enhanced the patient experience percentile rank and developed programs to boost workforce culture and patient engagement. Previously, he served as CEO/COO of Olean Medical Group and Practice Manager for Obstetrics & Gynecology at Northwestern Medical Faculty Foundation.He holds dual master's degrees in Health Services Administration and Business Administration from Xavier University and a Bachelor of Arts in Psychology from Wittenberg University.Follow Brian on...LinkedIn: https://www.linkedin.com/in/brianrcarlson-nashvilleArticles Mentioned:Press Ganey CMO on 'The Pitt': Doctor Report Cards Are Really About Systems (Newsweek) -- https://www.newsweek.com/press-ganey-cmo-pitt-doctor-report-cards-are-really-about-systems-2029009What Lush learned from three years of being mostly offline (Marketing Brew) -- https://www.marketingbrew.com/stories/2025/02/24/lush-anti-social-media-strategyAI-driven research uncovers how physician media choice shapes online patient experience (Nevada Today) -- https://www.unr.edu/nevada-today/news/2025/ai-physician-communicationResources Mentioned:Take the CXI Compass™ assessment -- http://cxicompass.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

It's time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption. We also delve into the intricacies of consumer data privacy, considering AI as a tool for empowering consumers to manage their data. Tune in for a thought-provoking exploration of the trends redefining commerce and community today.About Dr. Amy Climer:Dr. Amy Climer is a speaker, trainer, and coach who teaches teams how to innovate on demand. She developed the Deliberate Creative™ Team Scale to help teams understand how to increase their creativity. She hosts The Deliberate Creative™ podcast and she is the designer of Climer Cards, a creativity and teambuilding tool. Amy has a Ph.D. in Leadership and Change.Check out Amy's new book, Deliberate Creative Teams, at https://climerconsulting.com/book/.Follow Amy on...Facebook: https://www.facebook.com/climerconsulting LinkedIn: https://www.linkedin.com/in/amyclimer/ X/Twitter: https://twitter.com/amyclimer Instagram: https://www.instagram.com/amyclimer/ Articles Mentioned:Turning Screen Time Into Seamless, Personalized Shopping: The Future of in-Car Commerce (PYMNTS) -- https://www.pymnts.com/connectedeconomy/2025/turning-screen-time-into-seamless-personalized-shopping-the-future-of-in-car-commerce/Your Next Apartment Rental May Also Be a Marketing Campaign (The Wall Street Journal) -- https://www.wsj.com/articles/your-next-apartment-rental-may-also-be-a-marketing-campaign-cdfa339fConsumer Loyalty 2025: Why Data Transparency Matters More Than Discounts (Ad Age) -- https://adage.com/article/opinion/consumer-loyalty-2025-why-data-transparency-matters-more-discounts/2599816Resources Mentioned:Take the CXI® Compass assessment -- CXICompass.comExperience Investigators Website -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Today, I'll dive into the difference between a trial user and a trial abuser and what you can do to invite the former and prevent the latter.This episode is sponsored by Paddle.com — if you're looking for a payment platform that works for you so you can focus on what matters, check them out.The blog post: https://thebootstrappedfounder.com/free-trial-error/The podcast episode: https://tbf.fm/episodes/357-free-trial-errorCheck out Podscan to get alerts when you're mentioned on podcasts: https://podscan.fmSend me a voicemail on Podline: https://podline.fm/arvidYou'll find my weekly article on my blog: https://thebootstrappedfounder.comPodcast: https://thebootstrappedfounder.com/podcastNewsletter: https://thebootstrappedfounder.com/newsletterMy book Zero to Sold: https://zerotosold.com/My book The Embedded Entrepreneur: https://embeddedentrepreneur.com/My course Find Your Following: https://findyourfollowing.comHere are a few tools I use. Using my affiliate links will support my work at no additional cost to you.- Notion (which I use to organize, write, coordinate, and archive my podcast + newsletter): https://affiliate.notion.so/465mv1536drx- Riverside.fm (that's what I recorded this episode with): https://riverside.fm/?via=arvid- TweetHunter (for speedy scheduling and writing Tweets): http://tweethunter.io/?via=arvid- HypeFury (for massive Twitter analytics and scheduling): https://hypefury.com/?via=arvid60- AudioPen (for taking voice notes and getting amazing summaries): https://audiopen.ai/?aff=PXErZ- Descript (for word-based video editing, subtitles, and clips): https://www.descript.com/?lmref=3cf39Q- ConvertKit (for email lists, newsletters, even finding sponsors): https://convertkit.com?lmref=bN9CZw

This time on the Product Thinking Podcast, Melissa Perri is joined by BJ Boyle, Chief Product Officer at PointClickCare, to discuss the critical intersection of healthcare technology and product management. With over two decades of experience in the health tech space, BJ shares insights from his journey, including lessons learned during his transition to the C-suite. He delves into the unique challenges of managing product strategy in a rapidly evolving industry, emphasizing the importance of aligning product development with market needs and regulatory changes. He also makes clear the importance of balancing domain expertise with product management acumen and engineering understanding, and the value of cross-functional collaboration in building effective product teams. Tune in to explore how PointClickCare is innovating within the healthcare sector.

In this episode, host Raghu Nandakumara sits down with Neil Thacker, CISO EMEA at Netskope. Neil joined the show to discuss the evolving role of the CISO, as well as the challenges and opportunities they face in the context of new technologies.  --------“A good friend of mine is a CIO for a very large organization and he shared a great story. Obviously, during the pandemic, everyone was working remotely and they set up this whole Zero Trust principle and policy set to better secure their remote workers. It was interesting, he said, when everyone started coming back into the office, we realized we had better security when everyone was remote because of the changes that we made. So, we wanted to apply those same principles to our internal network and then we realized, can we just get rid of our internal network, our corporate network?”--------Time Stamps (03:14) The role of the CISO and its evolution(07:59) Challenges and opportunities in the CISO role(21:49) Importance of context in security operations(31:54) Simplifying compliance and driving innovation(45:23) Advice for Aspiring CISOs --------SponsorAssume breach, minimize impact, increase resilience ROI, and save millions in downtime costs — with Illumio, the Zero Trust Segmentation company. Learn more at illumio.com.--------LinksConnect with Neil on LinkedInIllumio World Tour