Podcasts about ccxp

Your customer experience metrics might be accurate and still fail to move the people who control budget, headcount, and priorities. We're tackling the uncomfortable truth: when CX leaders lead with NPS, journey maps, sentiment analysis, or dashboard reporting, executives often hear “interesting CX update” instead of “material business risk.” The fix is not more slides. It's learning to walk into every room as a business leader first.We break down three shifts you can use immediately. First, we flip the sentence so outcomes lead and metrics follow: renewal risk, retention risk, growth impact, and cost to serve become the headline, with NPS and CX data as proof. We also talk through why vague requests like “we need more empathy” can backfire with a CFO or CRO unless you connect the effort to fewer repeat calls, fewer refunds, and less negative word of mouth. Then we zoom out to what's crowding CX out of the spotlight right now: operational efficiency, cost optimization, digital acceleration, and the push for AI transformation and AI engagement.Next, we get practical about proving value. If you can't answer “How much is a customer worth?” or “What does a 1% retention lift mean in revenue?” it's time to partner with finance, use industry benchmarks, and make assumptions you can refine. Finally, we close with the mindset piece: owning your worth as a CX leader who brings both empathy and business acumen and can spot problems before the numbers scream.Subscribe, share this with a CX leader who needs a stronger executive voice, and leave a quick review so more people can find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Should your CX mission statement stay behind the curtain or belong in the hands of the people who actually deliver your customer experience? We tackle a sharp listener question: in a B2B organization with an exclusive customer relationship, can sharing your customer experience mission statement improve alignment, especially when that customer shows up as your retail front line? We start with what a CX Mission Statement is really for: a universal, aligned internal language that acts as a North Star for decisions and behavior. I explain why strong mission statements avoid corporate jargon, internal acronyms, and empty superlatives like “best” or “greatest,” and why the focus has to move beyond products and services to the real outcomes customers need. Then we dig into the risk of sharing it externally. If the mission is even slightly aspirational, customers can treat it like a promise and hold you to it when you're not meeting it perfectly. But partnerships change the equation. When a distributor, channel partner, or exclusive customer is helping deliver the experience, we can't leave them out. I share a practical way to bring partners into alignment: identify overlapping moments in the journey, translate the mission into clear expectations, and provide “mission moments” that show what the mission looks like in real life. We also connect the dots to B2B buyer trust, where competence matters most and consistency and dependability sit right behind it. Subscribe, share this with your team, and leave a quick review so more CX leaders can find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant 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 show has a new name, and it's the kind of change that brings everything into focus. We're now Experience Is Everything: The CX Podcast, because “experience” is bigger than a customer touchpoint and more demanding than a quarterly metric. It's the thread that connects what your customers feel, what your employees carry, what your partners deliver, and what your leaders tolerate.We talk through what stays the same and what the new name signals: a clearer alignment with the book and the work, and a renewed commitment to a practical customer experience (CX) approach. My mission doesn't shift one inch: create fewer ruined days for customers. That means giving you the information, resources, tools, and ideas to show up in the best possible way for your customers, your organization, your colleagues, and yourself. Experience management takes the right mindset, a real CX strategy, and the discipline to back it up.You'll still find weekly conversations and the CX Pulse Check format, where special co-hosts help us look at what's happening right now in the world of customer expectations. I also want to hear from you, because your real questions keep this show honest and useful. Send a voicemail or question at askjeannie.vip and it may get answered on a future episode.If this resonates, subscribe, share with your team, and leave a quick review so more CX leaders can find the show.Resources Mentioned:Sign up for our newsletter -- https://experienceinvestigators.com/newsletter/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant 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 into customer service, but customers are pushing back. With 59% saying AI agents feel frustrating, "set it and forget it" automation is not enough.We break down the AI trust gap, why fast answers do not equal helpful outcomes, and how to hold AI agents to the same standards as human ones: empathy, clarity, and responsible decisions. You will learn why most customers want AI and humans working together, with a clear path to a real person when things get complex.Walk away with practical steps: mystery shop your own AI agents, test messy real scenarios, and find the moments of truth where trust is won or lost. Subscribe and leave a review to help more CX leaders find this conversation.Resources Mentioned:Sign up for our newsletter -- https://experienceinvestigators.com/newsletter/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Escape rooms have a weird superpower: they make people feel confused, stressed, and slightly panicked and customers still walk out saying it was the best hour of their week. That's not an accident. It's a blueprint for intentional friction, where the experience is challenging enough to feel rewarding and supportive enough to stay fair.We unpack what escape rooms get right about customer experience design, including why most players don't actually “win” and still recommend it, and why repeated obstacles without help feel less like challenge and more like abandonment.From there, we connect the dots to everyday product and service design: the IKEA effect and why DIY increases value only when customers can succeed, CrossFit and other coaching models where accountability is the value proposition, and gamification mechanics like streaks that tap loss aversion to improve retention. If you're doing journey mapping or service blueprinting, you'll leave with a clearer way to remove unintentional friction while keeping the designed struggle that builds pride, loyalty, and lasting memories.Subscribe for more customer experience strategy, share this with a teammate who designs journeys, and leave a rating or review so more people can find the show.Resources Mentioned:Contact Experience Investigators -- https://experienceinvestigators.com/contact/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Estamos velhos demais para ir a eventos de anime?Depois de tantos anos frequentando eventos, consumindo anime, mangá e cultura otaku, será que chegou a hora de admitir que estamos velhos para esse tipo de rolê?Neste episódio do Subarashow, discutimos como a experiência de ir a eventos de anime mudou com o passar dos anos — e como Anime Friends, CCXP, BGS e outros eventos geek já não proporcionam necessariamente a mesma sensação que proporcionavam antigamente.Falamos sobre nostalgia, diferenças entre gerações, socialização, amizades, cosplay, shows, compras, filas, experiências nos eventos e a sensação de pertencimento. Afinal, o problema é realmente a idade ou os próprios eventos mudaram?Também relembramos uma época em que encontrar alguém que gostasse de anime já era suficiente para criar uma amizade, quando assistir a um anime podia significar baixar um RMVB ou comprar um DVD, e discutimos por que hoje pode ser mais difícil conhecer pessoas em grandes eventos.Será que estamos velhos demais para os eventos de anime? Ou apenas estamos procurando uma experiência diferente?

O FIAP Decode aterrissa no mundo da cultura pop! André David recebe Ivan Costa e Lucas Carvalho para decodificar a transmissão do trailer de GTA 6 na Netflix, a inusitada publicidade do Homem-Aranha nos carros da BMW e a guerra do YouTube contra conteúdos gerados por IA.  Decodifique novas conexões  - André David: LinkedIn e Instagram    - Ivan Costa: LinkedIn e Instagram- Lucas Carvalho: LinkedIn   Conheça os projetos dos nossos decodersChiaroscuro Studios | Ivan CostaLivro "Terra Balda" | Mariana Zacaron   Bienal do Livro de São Paulo 2026 | 4 a 13 de setembro    CCXP 2026 | 3 a 6 de dezembro   NOTÍCIAS: YouTube aperta o cerco contra vídeos ruins feitos com IA    GTA 6 ganhará trailer em transmissão na Netflix     BMW coloca publicidade do Homem-Aranha na tela de seus carros  De Odisseia a Vingadores: a nova moda da internet é enxergar IA em tudo  Pombo-correio digital: app de mensagens quer fugir do imediatismo  

AI is forcing every customer experience leader to choose: chase efficiency at any cost, or scale service without losing the human heart. Jeannie Walters sits down with Vincent Davis, Chief Customer Officer and SVP of Customer Experience at PG&E, to unpack what it takes to build empathy, accountability, and trust in a world where automation is everywhere and customer patience is thin.We dig into Chewy's approach to empathy at scale, and why values beat hype in an AI strategy. Customers don't feel your intentions, they feel the experience, especially during outages, service interruptions, and billing issues. We look at crisis readiness through United Airlines' handling of irregular operations, then dig into PG&E's work across digital channels, contact centers, billing, and insights. Vincent explains how an IVR named Peggy boosts containment and satisfaction while freeing agents for higher-impact work. We also cover customer obsession, employee experience, process simplification, and why customers measure every brand against the best they've had, from Amazon to Uber.If you care about customer experience strategy, AI in the contact center, proactive communication, and building trust when things go wrong, subscribe, share this with a CX leader, and leave a review with your biggest question about empathy and automation.About Vincent DavisWith more than two decades of experience in the energy industry, Vincent Davis leads with the conviction that customer experience is not one department's job, but a standard for the entire company.As Chief Customer Officer at PG&E (https://www.pge.com/), one of the largest customer experience organizations in the utility industry, he leads a team of roughly 2,000 coworkers, overseeing more than $22 billion in annual revenue and a portfolio of programs and products spanning everything from smart meters and billing to digital channels and customer service.Davis is the driving force behind Customer at the Heart, PG&E's award-winning initiative that has changed how the company approaches customer experience, with the mantra that the company will build trust by delivering a 10 out of 10 experience in every interaction. He believes customer trust is earned by being present in the communities PG&E serves and ensuring customer voices are reflected in business decisions. Davis's path to this role has taken him through nearly every part of the customer function, from leading PG&E's Energy Efficiency Programs group to directing a $1 billion demand-side management portfolio and spearheading an $850 million Advanced Meter Replacement initiative.Earlier in his career at Duke Energy, he led the Envision Charlotte program, a public-private sustainability partnership recognized by the Clinton Global Initiative.He holds a Bachelor of Science in Accounting from the University of South Carolina and an MBA from Queens University of Charlotte. He has executive management certifications from Stanford and UNC Chapel Hill. In 2022, he received the Leadership Excellence Award in Energy at the Energy Inclusion Conference.Follow Vincent on LinkedIn: https://www.linkedin.com/in/vincent-davis-6436a01Articles Mentioned:- Chewy's CEO Is Chasing ‘Empathy at Scale' (Inc) -- https://www.inc.com/stephanie-mehta/chewys-ceo-is-chasing-empathy-at-scale/91358987- Amazon Connect Customer Brings Live Sync and the Agentic CX Designer to CCW – Here Is Why That Matters (CX Today) -- https://www.cxtoday.com/ai-automation-in-cx/amazon-connect-customer-brings-live-sync-and-the-agentic-cx-designer-to-ccw-here-is-why-that-matters/- KeyBank modernizes its digital experience with customer relationships front and center (CX Dive) -- https://www.customerexperiencedive.com/news/keybank-modernizes-digital-experience-customer-relationships/823575/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.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!)

You can do great customer experience work and still lose the budget conversation if you walk into leadership meetings with the wrong proof. We're tired of being asked to defend CX ROI with scores that don't match the company scorecard, and we're even more tired of watching smart CX leaders “white knuckle” their way through budget season. This conversation is about changing the starting point so ROI becomes obvious, credible, and repeatable.We talk through why proving return on investment is so hard when the work begins with tactics and ends with rationalizing the spend. Instead, we start with organizational goals and translate them into what executives already track: more revenue and fewer expenses. We break down how words like scale, growth, market share, and even workplace of choice can become measurable outcomes, and how a simple blueprint helps you identify the leaders who need buy-in, the levers you can pull in the customer journey, and the behavior changes you expect to see.Then we get practical about customer experience metrics. NPS and CSAT can be helpful feedback indicators, but they're not enough on their own. We dig into behavioral metrics and analytics that connect CX strategy to business impact, including retention, churn, conversion, friction points, complaint trends, and operational cost to serve. If your goals don't mention “customer,” we show you how to stop worrying and start proving how customer behavior drives every business result.If you want more funding, more trust, and a stronger CX business case, listen through and then write down your top organizational goals and start there. Subscribe, share this with a fellow CX leader, and leave a review so more people can find the show.Resources Mentioned:Article: ​​Want Greater CX Success? Build Your CX Success Blueprint -- https://www.experienceinvestigators.com/how-to-build-cx-success-statement/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!)

Essa semana, Jurandir Filho, Felipe Mesquita, Coelho no Japão e Evandro de Freitas começaram gravando um episódio regular que era para ser sobre um jogo. Só que a conversa tomou vida própria e virou um clássico papo de bar entre amigos. Entre lembranças da BGS e da CCXP, discutimos a febre da cultura sul-coreana, os filmes do Mario, moda masculina, cuidados pessoais e uma infinidade de outros assuntos que surgiram naturalmente ao longo do programa.Nasce aqui uma nova série do 99Vidas: Happy Hour dos Amigos!⭐ Quer mais 99Vidas? Apoie e escute + de 400 episódios exclusivos. Assine agora em ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠99vidas.com.br/bonus⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Acompanhe o 99Vidas:➡️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Site⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ | ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ | ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ | ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Youtube⁠

"We value your feedback.” “Thanks for your patience.” “We apologize for any inconvenience.” Most of us have heard these lines so many times that we can feel our skepticism kick in before the sentence even ends. That reaction isn't cynicism for no reason. It's what customers learn when the message sounds caring but the experience doesn't match the promise.We get honest about how organizations "fib" to customers without meaning to, from org charts dictating the customer journey to feedback that vanishes with no follow-up. We also tackle the biggest expectation gap of all: overpromising, and why the goal isn't perfection, but believable, honest CX leadership that keeps the promises we choose to make.Subscribe, leave a rating and review, and share it with a teammate who owns messaging, handoffs, or service promises.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!)

Calling empathy a “soft skill” sounds harmless until you see what it does to your customer experience and your retention numbers. We dig into the uncomfortable pattern where leaders say they want people to feel heard and valued, then invest almost all training time in systems, process, and compliance. The result is predictable: frontline teams feel unsupported in the moments that require judgment and compassion, customers sense the disconnect, and both groups walk away.From inconsistent experiences that erode brand trust to the steep cost of attrition and lost institutional knowledge, we connect “soft skills” investment directly to business outcomes. If you're ready to turn customer experience into a winning business strategy, listen now, then subscribe, share this with a leader who owns onboarding, and leave a review with the one “human skill” you want your organization to take seriously.Looking for more help with CX strategy? Contact Experience Investigators -- https://experienceinvestigators.com/contact/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!)

Consistency sounds boring until you realize it's the fastest path to trust and the easiest way to spot what's broken. In this CX Pulse Check episode, Jeannie Walters is joined by Nick Westergaard, host of the On Brand podcast and author of Brand Now and Get Scrappy, to look at what actually moves the needle in customer experience (CX) and brand building when attention is scarce and expectations are high.We dig into why major brands point to reliable basics as the key to their turnarounds: better training, smoother checkout, smarter inventory, and fewer “almost good enough” moments. Nick shares a simple mental model for this kind of work: stop chasing one huge “wow” and start raising the floor everywhere. When customers know what to expect, they don't just come back, they give you more grace when something goes wrong.Then we zoom in on neuroscience and cognitive load, the hidden force behind friction. Customers live in constant partial attention, and every extra step, confusing choice, or unnecessary question drains their mental energy. We talk about why simplification often beats adding features, how AI customer service earned distrust through bad early experiences, and what it takes to use automation without getting in the way.We close with brand storytelling and cultural moments, including what we can learn from campaigns that hit at the right time and why even a small change like a Spotify icon can spark big feelings in a deeply personal product. If you want a sharper CX strategy, better customer journey design, and a clearer brand experience, hit play, subscribe, and share this with someone who owns a form, a flow, or a brand decision. If you have a question for the podcast, leave a message at askjeannie.vip.About Nick WestergaardNick Westergaard (https://www.nickwestergaard.com/) is an author, educator, and speaker. He's spent his career building standout brands at organizations of all sizes—from small businesses to Fortune 500 companies to President Obama's Jobs Council. Nick teaches at the University of Iowa's Tippie College of Business, where he leads the Story Lab program. He's the author of the books Brand Now and Get Scrappy, a contributor to the Harvard Business Review, host of the popular On Brand podcast, and a Moth StorySLAM Champion. An in-demand keynote speaker at conferences throughout the world, his work helps those struggling to stand out in our crowded, distracted world.Follow Nick on LinkedIn: http://www.linkedin.com/in/nickwestergaard Follow Nick's Podcast – On Brand - https://www.nickwestergaard.com/on-brand-podcast/ Follow Nick on Instagram - https://instagram.com/nickwestergaard Articles Mentioned:- Why 3 major brands see a consistent experience as key to their turnarounds (CX Dive) -- https://www.customerexperiencedive.com/news/3-major-brands-consistency-key-turnaround-efforts/822944/- Rethinking CX: The role neuroscience plays in developing the customer experience (Retail Customer Experience) -- https://www.retailcustomerexperience.com/blogs/rethinking-cx-the-role-neuroscience-plays-in-developing-the-customer-experience/- Every Brand Has a Story to Tell — CMOs Decide How and When to Tell It (Variety) -- https://variety.com/2026/biz/news/walmart-cmo-nfl-spotify-loreal-cannes-lions-variety-1236788926/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.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!)

Most leadership advice assumes you already have the mandate, the budget, the buy-in, and the seat at the table. If you lead customer experience, you know that's often fiction. We're expected to react to requests from marketing, ops, and whoever our dotted-line boss is this week, then we're judged on outcomes we didn't have the power to drive.Showing up as a customer experience business leader, not just a CX advocate, starts with momentum. When we deliver visible wins that make other leaders' lives easier, we build authority even without the title. We talk through how to reframe “influence” so it's not about pleading for support, but about connecting to the moments and priorities that already matter inside the organization.From there, we get practical with a simple framework of mindset, strategy, and discipline. Mindset means building a CX mission that is a win-win for every leader you partner with. Strategy means improving the world your executives live in, like reducing service calls to increase efficiency or tying journey fixes to retention and revenue. Discipline means stopping the cycle of short-term reporting and instead linking what we do every day to long-term organizational goals.Measurements are not outcomes. The leaders who get funded become “translator-in-chief,” turning customer insights into clear business outcomes like cost-to-serve reduction, growth, churn prevention, and market advantage. If you're ready to build momentum without a mandate and use the second half of the year as a reset, hit play, then subscribe, share this with a fellow CX leader, and leave a rating and review so more people can 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 moving fast, but customer trust is moving the other way and that should make every customer experience leader pause. We've all seen the rush to deploy chatbots, automate support, and squeeze more efficiency out of service operations. The problem is that customers don't grade you on “AI adoption.” They grade you on whether they can get the job done, feel respected, and leave the interaction confident they were heard. We dig into why so many people say they “hate AI” when what they really hate is a broken experience: circular chatbot loops, unclear paths to resolution, and zero way to reach a human. We also talk about the less obvious wins, like AI that helps customers find answers inside an app, makes shopping easier, or offers proactive guidance at the right moment. When AI is designed around the customer journey, it can earn trust the same way humans do by showing up with the right help at the right time. To make this practical, we share three questions you can use this week to evaluate any AI in customer service or generative AI initiative: Is it working for the customer? What should this moment feel like? Can they always reach a human? We also make the case for human-in-the-loop support for nuanced situations and for transparency as a non negotiable trust signal. If you want AI that scales without sacrificing the experience, start here, then subscribe, share this with your team, and leave a review so more CX leaders can find it.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 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!)

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!)

What does customer centricity really look like in fast-growing emerging markets? In this episode, we answer a listener question from a fintech support professional in the Gambia navigating rapid growth, limited resources, and constantly evolving customer expectations. We explore how organizations can build trust at scale by creating a customer-centric culture rooted in leadership, listening systems, and daily operational discipline. We also discuss why frontline support teams are critical in emerging-market fintech, serving as the real-time voice of the customer and a powerful driver of business insight and loyalty. If this helps you lead customer experience, subscribe, share the episode with a teammate, and leave a rating or review so more CX leaders can find it.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!)

Anthony and Laurie are joined by  Gustavo Gobbi, a Star Trek journalist and editor for Trek Brasilis who covered CCXP Mexico for TrekMovie, attending the Strange New Worlds panels and interviewing the four cast members who attended: Rebecca Romijn, Celia Rose Gooding, Ethan Peck, and Paul Wesley. The trio discusses the brand-new teaser trailer for SNW season 4 and everything the actors talked about in their interviews, which you can also hear at the end of the pod. Everyone also talks about the announcement of a new Creation convention in Philadelphia in November and big-name guests who’ll be at Star Trek Las Vegas in August. Finally the trio talks about the latest business updates as Paramount’s CEO is talking Star Trek again, then plays the audio from Gustavo’s interviews with the Strange New Worlds cast.

Anthony and Laurie are joined by  Gustavo Gobbi, a Star Trek journalist and editor for Trek Brasilis who covered CCXP Mexico for TrekMovie, attending the Strange New Worlds panels and interviewing the four cast members who attended: Rebecca Romijn, Celia Rose Gooding, Ethan Peck, and Paul Wesley. The trio discusses the brand-new teaser trailer for SNW season 4 and everything the actors talked about in their interviews, which you can also hear at the end of the pod. Everyone also talks about the announcement of a new Creation convention in Philadelphia in November and big-name guests who’ll be at Star Trek Las Vegas in August. Finally the trio talks about the latest business updates as Paramount’s CEO is talking Star Trek again, then plays the audio from Gustavo’s interviews with the Strange New Worlds cast.

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!)

En esta edición hablamos del fallecimiento de Gerry Conway y de su larga trayectoria en Marvel como creador de multiples personajes y grandes histories, y del de Roger Sweet, creador de He-Man. Tenemos también las flipantes aventuras en internet de James Gunn y algunas de las apariciones en la CCXP. Y analizamos la gran segunda temporada de Daredevil: Born Again (o quinta, si contamos desde Netflix)

Hasbro dropped Studio Series 86 Cyclonus, Blitzwing, and Cliffjumper at CCXP — and the RFC crew has some feelings. Cyclonus gets new legs and a new head and basically earns unanimous approval. Cliffjumper... does not. Plus Iron Studios' $350 Soundwave statue, a massive New Age Junkion wave, Brian's surprise acquisition, and what should happen at episode 1,000? The post Radio Free Cybertron 985 – Studio Series 86 Cyclonus, Blitzwing, and Cliffjumper Revealed at CCXP appeared first on Radio Free Cybertron.

Hasbro dropped Studio Series 86 Cyclonus, Blitzwing, and Cliffjumper at CCXP — and the RFC crew has some feelings. Cyclonus gets new legs and a new head and basically earns unanimous approval. Cliffjumper... does not. Plus Iron Studios' $350 Soundwave statue, a massive New Age Junkion wave, Brian's surprise acquisition, and what should happen at episode 1,000? The post Radio Free Cybertron 985 – Studio Series 86 Cyclonus, Blitzwing, and Cliffjumper Revealed at CCXP appeared first on Radio Free Cybertron.

Ya viene el ciclo de Mamoru Hosoda, además pasó la CCXP y nos dejó harto de que platicar, lanzamientos, colaboraciones y Shu Sakuratani conquistó a sus fans mexicanos.

Spider Noir's New Trailer, DCU Changes, and a trailer for House of the Dragon Season 3Welcome to Multiverse News, your source for information about all your favorite fictional universes.The official trailer for Prime Video's Spider-Noir was released on Saturday during Mexico City's CCXP pop culture festival. In addition to showcasing our most significant looks at Nicolas Cage in the role, gumshoe Ben Reilly, alongside glimpses of villains Sandman, Electro, Tombstone and Brendan Gleeson's yet-to-be-named mob boss character, the trailer also emphasized the series availability to stream in true noir black and white, or color which they have dubbed “True-Hue Full Color”. Saturday's CCXP Mexico was also the site for HBO Max's unveiling of a new official teaser trailer for House of the Dragon's third season. In typical Game of Thrones fashion, the one minute 55 second teaser hints at power struggles and with high production value on display seemed to deliver on the cast members and showrunners promises of more battles, blood and, of course, dragons.It's been a little quiet on the DCU front outside of last week's Clayface trailer, but we now have multiple updates on multiple projects in the cooker, or perhaps not. First, James Gunn revealed that the DCU movie The Authority is no longer in active development. First announced in he and Peter Safrans' 2023 DCU announcements, Gunn said the film's script “wasn't there” and that it didn't fit into the larger DCU. And regarding the franchise's streaming output, HBO and DC temporarily removed the Lanterns trailer from all official platforms without explanation, possibly due to a music licensing issue with a Bruce Springsteen track used in the teaser; but the trailer is now live again with the song in question removed and added text indicating an August release for the series.Lionsgate's Michael set the record for biggest opening weekend for a musical biopic with $97M domestically and $217M globally, dethroning The Super Mario Galaxy Movie and surpassing the previous record held by Straight Outta Compton at $60.2M.Paramount has released the first teaser trailer for season 4 of Star Trek Strange New Worlds and announced a release date. The upcoming season premiere will debut globally on July 23. The 10-episode season rolls out weekly on Thursdays through Sept. 24Studios and streamers are currently bidding on a feature adaptation of the Battlefield video games which has Mission Impossible filmmaker Christopher McQuarrie attached to write and direct and Sinners star Michael B. Jordan attached to produce and possibly star.As the final season of Prime Video's The Boys comes to a close, the streamer has confirmed that spin off series Gen V will end with the previously aired season 2 and will not continue for a third season and that series prequel Vought Rising will debut sometime in 2027.AppleTV has announced that season 4 of Ted Lasso will debut on August 5th and have released a first look teaser trailer for the upcoming season.Laura Dern has joined the cast of season 4 of HBO's The White Lotus.In an interview with CinemaHub, Andy Serkis seemingly accidentally revealed that Iman Vellani is in Avengers: Doomsday. He told her “I can't wait to see you in Doomsday” to which she responded immediately “no you can't say that”

En el episodio de hoy: el recuento de los daños de la CCXP México 2026, el talento invitado (de Bruce Dickinson y Aaron Paul a Milly Alcock y Pedro Pascal=, lo que hicieron las marcas y estudios, nuestros hallazgos de fayuca y merch, y algunas estrategias para navegar mejor el Centro Banamex si es que quieres ir en 2027.Puedes escuchar este episodio en ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ y en ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Apple Podcasts⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. Desbloquea contenido solo para miembros en ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Patreon⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ y ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube Memberships⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.¡Únete a la comunidad fandaloriana en ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Discord⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠!--⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠El entusiasmo por las ñoñadas ha reunido a Mareo Flores, Andrés "Boludo" Durán y Dani Forlann en un podcast que, además de hablar sobre el universo de Star Wars, también se clava en otras series, películas, cómics, videojuegos y nerdeces. This is the way.

Amparados pela recentemente sancionada Lei Tofu, os doutores continuam na vibe cachorra para um programa que te convida para morar junto e te expulsa depois de 5 dias, provando que a chuva cai, a rua inunda e as antas cavucam. Acompanhe o SAD: iTunes | Android | Spotify | Grupo no Telegram Envie SUAS HISTÓRIAS anonimamente pelo formulário para fazer parte dos próximos programas. Nessa sessão:  “A gayzinha camponesa vai para a cidade grande” Aconselhado por sua fada madrinha, esse v1adinho do interior que beijou poucas boas teve que passar por dates paulistanos com Richardinho e Loló, bloqueios, porres com cortisol e a atração magnética por membros sem rosto. “Pântano emocional” Uma linda fábula que começou na CCXP, protagonizada por uma ruiva natural e seu ogro que usa gordura de bacon no colete fedido. Participantes Camis Barbieri Edu Sacer Leo Oliveira Luciana Santos Sidney Andrade Thiago Emanuel

Este sábado estuvimos haciendo transmisión desde la CCXP y tuvimos entrevistas, el estreno de Madonna y Prince. Así como también hablamos de la película Michael ¿Ya la viste?No te lo pierdasSee omnystudio.com/listener for privacy information.

En este episodio de Quizá Hablemos de Ti traemos lo más caliente del espectáculo: el escándalo detrás de La Mansión VIP y la enorme molestia de Endemol, mientras los realities siguen dando más drama fuera que dentro de cámaras.

#Podcast #AutosElectricos#MichaelJackson#CCXPEn este episodio hablamos de la película de Michael Jackson y si realmente vale la pena.Después entramos a fondo con los autos eléctricos y todo lo que normalmente no te dicen: ventajas reales, desventajas y lo que debes considerar antes de tomar una decisión.Además, te contamos nuestra experiencia en CCXP, uno de los eventos más importantes de cultura pop.Un episodio nuevo todos los miércoles y viernes, con Aura López, Javier Matuk y José Antonio Pontón. Puedes seguirlos de manera independiente en Instagram: @aurav @jmatuk y @japonton.========================

In this episode we discuss "Supergirl" at CCXP Mexico and what was shown, new casting calls for "Man of Tomorrow", the death of Gerry Conway, where things are at with the Warner Bros./Paramount merger, your favorite Superman phone wallpapers, and much more.

Personalization at scale gets pitched like a switch you flip, but the reality is messier and way more human. From Adobe Summit, Jeannie Walters' sits down with IBM leaders to unpack what it takes to deliver customer experience that feels consistent, connected, and genuinely helpful across digital touchpoints even when different teams, tools, and timelines are involved.First, Betsy Rohtbart, VP, Digital Experience & IBM.com, shares a simple reframing with big implications: start with the task your visitor is trying to complete, then design the experience to make that “pay off” every time. We talk about why customers often feel the gaps instead of the beautiful moments we intended, how secret shopping your own trial and onboarding flow exposes breakpoints fast, and why chasing problems like a “toddler soccer game” creates more friction. The standard is brutal but fair: customers compare you to their last best experience anywhere.Then Jay Trestain, EMEA Marketing Transformation Lead & Client Partner, breaks down agentic orchestration in plain terms: AI agents that act as domain experts and work together across an enterprise workflow. We dig into what leaders miss when they rush to deploy AI, how a clear North Star vision sharpens decisions about martech, process redesign, and KPIs, and why agentic technology is changing digital discovery by bypassing traditional web real estate. The punchline: governance is not red tape, it's the engine for rapid, high-quality decisions that help good pilots scale into real value.Subscribe for more practical customer experience strategy, share this with a teammate leading transformation, and leave a review.Follow Betsy Rohtbart on LinkedIn: www.linkedin.com/in/betsymorserohtbart/Follow Jay Trestain on LinkedIn: www.linkedin.com/in/jay-trestain/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!)

Customer experience can feel complicated fast, especially when you're working across completely different industries.In this episode, we answer a listener question about navigating CX in both insurance and luxury retail. Two worlds that seem totally opposite… until you realize the real challenge isn't the industry—it's staying clear on who you are to your customers and the experience you're actually delivering. Because when you lose that clarity, everything starts to feel fragmented.We break down what customers really need in each space. In insurance, the best experience is often invisible until something goes wrong. That's when reassurance becomes everything: clear coverage, confidence in what's been submitted, and knowing progress is happening without having to chase it. In luxury retail, it's about high-touch, thoughtful personalization that makes customers feel known and valued. Different context, same underlying goal.And that's the big takeaway: great customer experience isn't about the industry, it's about how well you deliver on your promise. We'll walk through what actually carries across both worlds: setting the right expectations, giving customers real choice, and using personalization to make them feel seen, heard, and valued.If you've ever felt pulled in too many directions with your CX strategy, this episode will help you refocus on what matters most.Subscribe, share with a fellow CX leader, and leave a review to help more people 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!)

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!)

The customer experience often feels like a series of accidental encounters, but Jeannie Walters argues it is actually the ultimate competitive lever. With over twenty years of experience helping brands like JPMorgan Chase and SAP, she moves beyond vague buzzwords to show how leaders can intentionally design every moment of the journey. Her new book reveals why experience is the only sustainable way to boost revenue and outpace the competition in a crowded market. What You'll Learn in This Episode How to move beyond vague buzzwords to intentionally design every moment of the customer journey The three-part framework for success that combines mindset with strategy and discipline Why the biggest myth in regulated industries is that you can't innovate the experience How to identify micro-moments to proactively reduce customer anxiety and build trust The secret to balancing high-tech AI tools with a necessary sense of humanity Episode Chapters (00:00) Intro (01:10) Moving beyond the fear of experience being everything (03:19) Why nice is not a strategy (05:33) Aligning the brand promise with the customer mission (09:19) Disrupting the status quo in regulated industries (15:20) Finding the micro-moments that matter (20:01) Designing for emotional highs and lows (23:39) Managing empathy as a finite resource (28:11) Where to connect with Jeannie About Jeannie Walters Jeannie Walters, CCXP, CSP, is a certified customer experience expert, CEO of Experience Investigators, and an international keynote speaker with over 20 years of impact across industries ranging from healthcare to hospitality. She has led transformative efforts for global brands like JPMorgan Chase and SAP and has reached over half a million learners through her LinkedIn Learning courses. Jeannie is the author of the book Experience Is Everything, where she reveals how leaders can boost performance and revenue by making customer experience their greatest competitive advantage. What Brand Has Made Jeannie Smile Recently? Costco recently caught Jeannie's attention not just for their consistent warehouse experience, but for their proactive approach to the housing crisis in California. By building apartments directly on top of a new warehouse location, they are investing in the literal foundation of their community, creating a virtuous cycle of loyalty that extends far beyond the checkout line. Resources & Links Connect with Jeannie on LinkedIn and her website, Experience Investigators. Check out her new book, Experience Is Everything. Watch or listen on Apple Podcasts, Spotify, YouTube, Amazon/Audible, TuneIn, and iHeart. Rate and review on Apple Podcasts and Spotify to help others find the show. Share this episode — email a friend or colleague this episode. Sign up for my free Story Strategies newsletter for branding and storytelling tips. On Brand is a part of the Marketing Podcast Network. Until next week, I'll see you on the Internet! Listen & Support the Show Learn more about your ad choices. Visit megaphone.fm/adchoices

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!)

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!)

How Intentional Leadership Creates Customer Experience Alignment  Shep interviews Jeannie Walters, Founder of Experience Investigators. She talks about why intentional leadership and a clear customer experience mission are essential for building proactive customer experiences in today's AI-driven world.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is it essential for companies to define their customer experience mission statement?  How can organizations align their mindset and strategies to improve the customer journey?  How can artificial intelligence amplify both positive and negative customer experiences?  Why is every customer complaint considered a cost center for businesses?  How does proactive customer experience lead to profitability?  Top Takeaways:    Experience is everything in today's competitive environment. By defining a clear customer experience mission, leading with intention, using proactive strategies, and thoughtfully utilizing technology, organizations can create memorable experiences that keep customers coming back.  Organizations often have good intentions around customer experience, but real results come from intentional leadership. It's not enough to simply want to serve customers well. The mindset, strategy, and discipline of leadership must be aligned to drive consistent outcomes.  You can't deliver what you don't define. Every organization needs a customer experience mission statement. Because if we are not aligned, we will rely on judgment calls based on individual values and backgrounds, leading to inconsistent customer experiences.  The customer experience mission statement is all about the heart of the organization. It is not about the products, but about what we are doing with them to improve our customers' lives and businesses. It should answer two questions: Who are we to our customers, and how do we show up for them, no matter what?  Many companies operate in a reactive mode, resolving issues only when customers complain or ask for help. This is costly and inefficient. Proactive customer experience is intentional and designed to help prevent problems before they happen, turning customer experience into a growth driver rather than just a cost center.  Failing to address recurring customer complaints costs organizations time and money. Customer support teams should use complaints as signals on what elements of the customer's journey need improvement.  Artificial intelligence is a powerful tool, but it's not a strategy in itself. It amplifies whatever processes and experiences are already in place. If organizations automate bad processes, they simply amplify customer frustration. AI should be thoughtfully integrated to enhance the customer journey, not just to reduce costs.  Jeannie offers early buyers an exclusive invitation to her book club, a companion booklet, and advance access to chapters of Experience is Everything. Check it out at experienceiseverythingbook.com.  Plus, Jeannie and Shep treat listeners to more insights from Experience Is Everything. Tune in!  Quote:   "Every complaint is a cost center because it could mean extra resources are spent on problem-solving instead of growth."    About:    Jeannie Walters, CCXP, CSP, is the Founder of Experience Investigators, an award-winning customer experience expert, author, and keynote speaker.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

A lot of companies say they “listen to the customer” and they do. They survey, they track NPS, they build dashboards, they share reports. But then nothing changes. Today we respond to a sharp question from a listener about what separates organizations that embed customer insights into everyday decision making from those where Voice of the Customer stays stuck as a feedback exercise.We walk through the mindset shift that turns VoC into real customer experience strategy: using your mission and goals as the lens for what you act on, getting aligned on expectations, and defining a clear customer experience mission statement so improvements aren't scattered across one-off complaints. When teams fix isolated issues without a unified view of the customer journey, customers feel the inconsistency and trust drops fast.Then we get practical about execution. Customer insights only matter when they influence decisions across product, operations, communication, and the partners you choose. That requires shared ownership, clear governance, and consistent processes for reporting what you're doing about the feedback and closing the loop with customers. We also address the “shoot the messenger” trap and how CX leaders can connect the dots to business value so teams understand what's in it for them.If you want to turn Voice of the Customer into decision infrastructure and measurable business outcomes, press play. Subscribe, share this with a CX leader on your team, and leave a rating and review so more people can 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 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!)

Customer experience doesn't fall apart because people don't care. It falls apart because the work stays fragmented, the fixes don't connect across the customer journey, and teams end up stuck in a reactive loop of complaints, escalations, and fire drills. Jeannie Walters shares why she wrote Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations and what she kept seeing after years of working with leaders who genuinely want to do right by customers and employees.She digs into the real shift that makes customer experience improvement stick: treating CX as a leadership discipline. That means aligning a shared mindset about who we are to customers, building a clear customer experience strategy tied to outcomes, and committing to the discipline that keeps it real day after day. She also read the final page of the book to underline the heart of the message: progress beats perfection. CX gets better when we act, reflect, adjust, and act again, because small intentional decisions compound over time.She also talks about the pressure of modern work: customers move faster, organizations move faster, and AI is now part of almost everything we design. Without alignment, that speed can accidentally create broken experiences at scale. If you're the person who notices the gaps, sees the misalignment, and feels a little alone because you care, this is for you. Subscribe, share this with a fellow change agent, and leave a review so more leaders can build better experiences one moment at a time.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.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!)

▶︎ Watch This week on Superhero Slate we've got our first trailer for Lanterns, a first look at The Boys Final Season, Spider-Noir goes to CCXP, and more! Super Fans: Kevin from RedTag, and Jacob from Hazard, KY, Hoppers News Pixar (11:45) Third movie in Monster's Inc universe confirmed The Incredibles 3 will release in […]

Get ready — on this episode of Trek Watch, we break down the brand-new sneak preview for Star Trek: Starfleet Academy, dropped at CCXP 2025 before the official premiere on January 15.  We talk about what the clip reveals: the fate of the U.S.S. Athena as it comes under surprise attack, the first look at cadet life, and the ominous arrival of the villain Nus Braka — who's part Klingon, part Tellarite, and played by Paul Giamatti.  We also break down the setup for the series' central themes: young cadets forging friendships, navigating rivalries and first loves, and facing a new threat to both the Academy and the Federation Is this the fresh, high-stakes take Trek needs — or is theis show jumping the shark before it begins?  

Get ready, Marvel fans — the Avengers: Doomsday trailer has officially been announced! On today's episode of The Kristian Harloff Show, we break down everything you need to know about the upcoming Avengers: Doomsday teaser and its debut ahead of Avatar: Fire and Ash next month. Plus, we dive into the latest DC and Marvel updates making waves across Hollywood. Topics include: AVENGERS: DOOMSDAY trailer confirmed to debut before Avatar: Fire and Ash Channing Tatum teases major Gambit action in Avengers: Doomsday Simu Liu discusses his future in the MCU after Avengers: Doomsday Supergirl confirmed to appear at CCXP — will we get a first look at Woman of Tomorrow? Lanterns series release window revealed and an update on The Batman 2 Tune in as Kristian and the crew break down all the biggest superhero news from Marvel and DC! SPONSORS:  TRADE COFFEE: Get 50% off 1 month of Trade at https://www.drinktrade.com/KRISTIAN FACTOR: Eat smart at https://www.FactorMeals.com/kristian50off and use code kristian50off to get 50% off your first box, plus Free Breakfast for 1 Year.  Get delicious, ready-to-eat meals delivered—with Factor. *Offer only valid for new Factor customers with code and qualifying auto-renewing subscription purchase. NUTRAFOL: See thicker, stronger, faster-growing hair with less shedding in just 3-6 months with Nutrafol. For a  limited time, Nutrafol is offering our listeners ten dollars off your first month's subscription and free shipping when you go to https://www.Nutrafol.com and enter the promo code KRISTIAN. Find out why Nutrafol is the best-selling hair growth supplement brand!  TRUE CLASSIC:  Head to https://www.TrueClassic.com/KRISTIAN to grab the perfect gift for everyone on your list.