Podcasts about chief customer officers

Juha Järvinen, Chief Customer Officer at Virgin Atlantic, joins Jeannette for a second time to discuss the airline's latest shift from commercial strategy to end-to-end customer experience. He shares how Virgin Atlantic is maintaining its famous disruptive, entrepreneurial spirit while leaning into cutting-edge technologies like generative AI and predictive pricing.  From navigating massive global industry disruptions with transparency to building unique brand partnerships like their recent loyalty collaboration with Marks & Spencer, Juha outlines how human connection and a willingness to fail remain at the heart of the airline's success You'll Learn Why: Shifting a brand back to its "playful and brave" roots can win over competitors' most loyal customers. Integrating customer service feedback straight from the frontline is the ultimate driver of corporate creativity and problem-solving. Implementing a culture that tolerates mistakes is essential for a company to truly innovate and grow. Approaching global industry crises with absolute honesty and transparency builds profound respect and confidence among team members. This episode is living proof that no matter where you're starting from — or what life throws at you — it's never too late to be brave, bold, and unlock your inner brilliant. Visit https://brave-bold-brilliant.com/ for free tools, guides and resources to help you take action now

Episode 165 with guest Joel Barnett, Founder of Fortune Hill  The second in our mini-series on how marketing roles are changing, in this episode we highlight what the job market looks like right now, including: why so many senior roles are disappearing or being restructured, what companies are looking for in marketing leaders today, the importance of role clarity and expectations, and job search advice.  Joining Abby is her guest Joel Barnett, Founder and CEO of Fortune Hill, who partners with ambitious organisations to appoint Marketing, Commercial, and HR leaders to supercharge business performance and enhance culture. With decades of experience placing marketing executives across some of the UK's most recognised brands, Joel shares his honest yet optimistic assessment of where the marketing profession currently stands - and what both leaders and organisations need to do differently.    Key takeaways  The CMO title is disappearing… More recruitment briefs are coming through as Chief Growth Officer or Chief Customer Officer, as the CMO role itself is being disaggregated  Why are CMO tenures getting shorter... Joel reflects that marketing leaders share some of the responsibility, through poorly managed expectations, a reluctance to have difficult conversations, and in some cases, overstating what they can and will deliver  The brief is broken… 75% of unsuccessful hires come down to a poorly constructed brief. Companies are hiring to solve a short-term problem, prioritising sector experience over the character traits that determine long-term success.  Tips for leaders... Hire first for character, then capability and finally experience - too often organisations hire the CV but fire what isn't CV-related.  Taking the reins of your job search... The job market is tough and there is a significant supply and demand imbalance right now. Joel's advice: treat your job search like a marketing campaign, be the driver not the passenger, and don't take a role just for the title.    00:00 — Welcome to the Whole Marketer Podcast  02:33 — Introducing Joel Barnett  03:00 — What Marketing Leadership Is Really For  05:12 — The CMO Title Is Disappearing — What's Replacing It  08:00 — The Disaggregation of the Marketing Role  12:28 — Marketing is Being Stretched and Squeezed Simultaneously  14:53 — The Most Important Trait in a Modern Marketing Leader  16:57 — The Leadership Piece People Overlook  19:23 — The Conversations Marketing Leaders Aren't Having  21:37 — Why CMO Tenure Is Shorter Than It Should Be  26:26 — The Cost of Tolerating Average  31:18 — Resilience, Coaching, and Not Going It Alone  33:38 — Why Senior Marketing Roles Are Being Cut  38:03 — The State of the Job Market Right Now  41:00 — How to Search for a Role Like a Marketer  45:28 — On Being Selective — and Knowing It's Never Too Late to Pivot  47:53 — How to Make a Better Senior Marketing Hire  50:19 — Hire for Character Before Credentials  53:00 — Joel's Advice: Learn the Language of the Room    Resources  The Whole Marketer 'Define your ideal role' resource – free download  https://thewholemarketer.com/resources/    The Whole Marketer 'Take the reins of your career' resource – free download  https://thewholemarketer.com/resources/    The Whole Marketer 'Develop your authentic leadership style' resource – free download  https://thewholemarketer.com/resources/    Are Marketers facing a clarity crisis? - Marketing Week article  https://thewholemarketer.com/mw-article-clarity/      Host: https://www.linkedin.com/in/abigailcdixon/  Guest: https://www.linkedin.com/in/joelbarnettfortunehill/    About The Whole Marketer  The Whole Marketer podcast is here to support and empower the people behind brands and businesses with the latest technical tools, soft and leadership skills and personal understanding for a fulfilling marketing career and life as a whole.   Did you know The Whole Marketer is more than a podcast and book? We're your trusted partners for marketing capability and transformation, providing consultancy, training & workshops, speaking, coaching, mentoring and trusted advisory service.  Visit www.thewholemarketer.com to see how we support leaders to build successful and fulfilled marketing teams with the holistic skills to lead the long-term commercial agenda and deliver the true potential of marketing.    Contact hello@thewholemarketer.com to get in touch with Abby and the team 

Recorded live at the Fin.Tech Marketing Conference 2026, this special episode of FinTech's DEI Discussions brings together some of the brightest minds in financial services, technology and marketing to explore the future of inclusion, innovation and leadership in FinTech.Hosted by Nadia Edwards-Dashti, Chief Customer Officer at Harrington Starr, this episode features insights from Conrad Ford (Allica Bank), Monika Kucharska (Quod Financial), Nicole Heringer (Enfuce), Sinead Lanyon (Symphony), Elaine Mullan (Corlytics), Franky Kentish (10x Banking), Rashmi Prabhakar (Temenos), Dalia Nightingale (Vixio) and Professor Iwa Salami (University of East London).Together, they discuss the impact of AI on the future of work, why diversity of thought remains critical for innovation, how leaders can create environments of psychological safety, and whether the famous phrase "culture eats strategy for breakfast" still holds true in today's rapidly evolving business landscape.FinTech's DEI Discussions is powered by Harrington Starr, global leaders in Financial Technology Recruitment. For more episodes or recruitment advice, please visit our website www.harringtonstarr.com

What happens when your AI ambitions collide with the reality of your infrastructure? Across boardrooms everywhere, agentic AI has quickly moved from experimental projects to strategic priority. The excitement is easy to understand. Business leaders see opportunities to automate workflows, improve decision-making, and increase productivity. Yet behind the headlines and product announcements sits a less visible challenge that many organizations are only beginning to understand. In this episode of Tech Talks Daily, I speak with Abby Strong, Chief Market Officer and Chief Customer Officer at Cribl, about the growing gap between AI ambition and operational readiness. Drawing on new research conducted with Harvard Business Review Analytic Services, Abby shares why so many organizations are struggling to move AI initiatives from pilot projects into production environments. The findings paint a fascinating picture. While almost every business leader surveyed views agentic AI as strategically important, only a small percentage believe they currently have both the strategy and infrastructure required to support it. At the heart of the challenge is data. As AI agents interact with systems, applications, and services, telemetry volumes are increasing at rates that many organizations never anticipated. In some cases, data volumes have doubled or tripled, creating unexpected infrastructure costs and operational complexity. Abby explains why telemetry, observability, and data management have become central to AI success. We discuss why AI systems are only as effective as the quality, accessibility, and context of the data available to them. She also shares real-world examples of how organizations are wrestling with growing infrastructure demands, rising costs, governance requirements, and the challenge of proving meaningful return on investment. Our conversation also examines the growing importance of visibility into AI activity. As enterprises deploy large language models and AI agents across their environments, security and observability teams are facing entirely new questions around monitoring, governance, compliance, and cost control. How do you establish a baseline when the technology itself is evolving so quickly? How do you maintain trust when AI systems generate vast numbers of automated queries and interactions? Abby offers a balanced perspective on what comes next. Rather than replacing existing systems overnight, many organizations are adding AI capabilities onto current workflows while gradually rethinking how work gets done. The result is a period of transition where businesses must support today's operations while preparing for a future that looks very different. If you're trying to understand why infrastructure readiness may become one of the biggest factors in AI success, this conversation provides valuable context. Are organizations focusing too much on AI models and not enough on the data foundations that support them? And what happens when the cost of AI adoption extends far beyond the AI tools themselves?

Today's episode of the Punk CX podcast features a chat I had with Jamie Homen, Chief Customer Officer at Mural, a leading visual work platform. Jamie and I talk about why speed without alignment creates experience debt, the role AI is playing in that, how organizations should be thinking about using customer interaction data to influence product and roadmap prioritisation decisions, and why alignment is often a market design problem, not just a cultural one. This interview follows on from my recent interview – Insights from Zendesk Relate – Interview with Tom Eggemeier, Shana Simmons and Cristina Fonseca – and is number 589 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

What does it actually take to become an industry leader when you never planned to be one? Charli Rogers, Chief Customer Officer at Botify, joins Toni for a conversation that covers the full arc of her leadership journey — from an accidental start in tech to leading customer success teams of 150-200 people across multiple continents, to taking her first CCO seat at a company sitting right at the intersection of search, AI discoverability, and the future of how brands get found. This conversation covers all things great leadership from quiet confidence, allyship in executive teams, what holding space for women in a boardroom actually looks like in practice, and the language shift — "and" versus "but" — that Charli teaches every woman she mentors. Charli also gets honest about the biggest challenge she's navigating right now: how do you lead an AI-forward customer experience function while keeping the team delivering, changing everything about how you operate, and nobody really knows what the next two years look like? If you're figuring out what kind of leader you want to be, how to back yourself at the next level, or how to build allies in rooms that weren't always built for you — this is the episode. What we cover: ◾ The serendipitous career path from accidental tech foray to Chief Customer Officer ◾ Why Charli put her hand up for people leadership before she felt ready — and what happened next ◾ Quiet confidence: what it really looks like at the executive level and why it's different from the performative kind ◾ The "and" vs "but" language shift and why words matter more than most leaders realize vAllyship in the exec room — what it looks like when it becomes second nature rather than a conscious act ◾ Holding space for women in a male-dominated executive team: practical, not theoretical ◾ AI in customer experience — leading an AI-forward function while the team keeps delivering today ◾ Building a virtual board of directors and why network investment is a long-term leadership strategy ◾ The worst piece of advice Charli was ever given: "dial it down, Charli" ◾ Confidence plus capacity: why both are non-negotiable and how to know when it's time to speak up   **Useful links** ◾ Connect with today's guest and sponsor, Charli Rogers and Botify:           ◾ Charli: https://www.linkedin.com/in/charlirogers/            ◾ Botify: https://www.botify.com/    This episode was sponsored by our guest, Charli Rogers at Botify. Thank you Charli for helping to bring Leading Women in Tech to this community!  

Alex Heroys, Destination Southern Tasmania CEO, and Will Barbour, Aurora's Chief Customer Officer, join Kaz and Tubes live in the studio to detail the Paint the Town Red campaign for Dark Mofo, and how lighting up your home could score you free power.See omnystudio.com/listener for privacy information.

Learn more about Fibion Student Lab: https://fibion.com/studentlab For any questions and quote, please contact Dr Miriam Cabrita at miriam.cabrita@fibion.com --- Dr Miriam Cabrita has done her Bachelor and Master degrees at NOVA School of Science and Technology in Portugal, and her PhD in biomedical engineering in University of Twente Then she has worked at Roessingh Research and Development Center in Netherlands for 8 years coordinating and managing EU research projects related to eHealth Teaching also courses on Physical Activity, Digital Health and Virtual Coaching at the University of Twente. She has acted as a Board Member for 5 years in International Society for the Measurement of Physical Behaviour (ISMPB) Currently she is working as a Chief Customer Officer at Fibion Inc. _____________________ This podcast episode is sponsored by Fibion Inc. | Better Sleep, Sedentary Behaviour and Physical Activity Research with Less Hassle --- Collect, store and manage SB and PA data easily and remotely - Discover ground-breaking Fibion SENS --- SB and PA measurements, analysis, and feedback made easy.  Learn more about Fibion Research --- Learn more about Fibion Sleep and Fibion Circadian Rhythm Solutions. --- Fibion Kids - Activity tracking designed for children. --- Collect self-report physical activity data easily and cost-effectively with Mimove. --- Explore our Wearables,  Experience sampling method (ESM), Sleep,  Heart rate variability (HRV), Sedentary Behavior and Physical Activity article collections for insights on related articles. --- Refer to our article "Physical Activity and Sedentary Behavior Measurements" for an exploration of active and sedentary lifestyle assessment methods. --- Learn about actigraphy in our guide: Exploring Actigraphy in Scientific Research: A Comprehensive Guide. --- Gain foundational ESM insights with "Introduction to Experience Sampling Method (ESM)" for a comprehensive overview. --- Explore accelerometer use in health research with our article "Measuring Physical Activity and Sedentary Behavior with Accelerometers ". --- For an introduction to the fundamental aspects of HRV, consider revisiting our Ultimate Guide to Heart Rate Variability. --- Follow the podcast on Twitter https://twitter.com/PA_Researcher Follow host Dr Olli Tikkanen on Twitter https://twitter.com/ollitikkanen Follow Fibion on Twitter https://twitter.com/fibion https://www.youtube.com/@PA_Researcher

What type of projects want to measure PA? Considerations when choosing an activity tracker grouped in three main topics: Participant-centric: Research and innovation driven Regulatory Dr Miriam Cabrita has done her Bachelor and Master degrees at NOVA School of Science and Technology in Portugal, and her PhD in biomedical engineering in University of Twente Then she has worked at Roessingh Research and Development Center in Netherlands for 8 years coordinating and managing EU research projects related to eHealth Teaching also courses on Physical Activity, Digital Health and Virtual Coaching at the University of Twente. She has acted as a Board Member for 5 years in International Society for the Measurement of Physical Behaviour (ISMPB) Currently she is working as a Chief Customer Officer at Fibion Inc. _____________________ This podcast episode is sponsored by Fibion Inc. | Better Sleep, Sedentary Behaviour and Physical Activity Research with Less Hassle --- Learn more about Fibion Sleep and Circadian Rhythm Solutions: https://sleepmeasurements.fibion.com/ --- Collect, store and manage SB and PA data easily and remotely - Discover groundbreaking Fibion SENS: https://sens.fibion.com/ --- SB and PA measurements, analysis, and feedback made easy.  Learn more about Fibion Research : fibion.com/research --- Follow Fibion on Twitter https://twitter.com/fibion Follow host Dr Olli Tikkanen on Twitter https://twitter.com/ollitikkanen Follow the podcast on Twitter https://twitter.com/PA_Researcher  

No matter how meticulously you plan, there's always a chance something will go wrong while travelling. New data from Southern Cross Travel Insurance shows it's often the small moments that end up costing the most, whether it's a simple fall on a walking track or a broken bone before even leaving the country. Chief Customer Officer Jess Strange told Kerre Woodham that as costs increase across the board, they're seeing more Kiwis cutting corners on travel insurance – opting to go with a less comprehensive policy. She says a lot of people don't realise what travel insurance covers. Comprehensive has cover for things like pre-trip cancellations, Strange says, an example of which being a $40 thousand payout for a family who had to cancel their overseas because their child broke their ankle. LISTEN ABOVE See omnystudio.com/listener for privacy information.

Will Parrish is the Co-Founder and Chief Customer Officer of Lula, a Kansas City-based proptech platform built to streamline property maintenance for property managers and their residents. Will co-founded Lula alongside CEO Bo Lais with a mission to make property maintenance smarter — pivoting the business during the pandemic to focus on property managers in the single-family rental space, a move that fueled rapid growth. Lula recently closed a $28 million Series A round and is expanding from 42 markets to 60, with heavy investment in AI and automation. Before co-founding Lula, Will spent nearly two decades in enterprise sales and business development, including a long tenure at Thomson Reuters. (00:53) - How Lula Started(02:34) - Trading Corporate for Startup Life(03:29) - Is Maintenance Archaic(05:49) - Where Work Orders Fail(07:30) - Scaling 100K Work Orders(12:28) - Building Vendor Trust & Quality(13:19) - Expanding Markets(16:16) - Flat Rate Pricing Playbook(19:15) - Ideal Rental Customers(21:54) - Integrations(25:47) - AI In Maintenance(30:21) - Future of Lula(32:14) - ROI for Property Owners & Operators(35:49) - Hardware play ahead?(39:12) - Collaboration Superpower: MacGyver

Send us Fan MailThis week on ASUG Talks, SAP's chief customer officer joins the podcast, giving vital context to many of the announcements at SAP Sapphire & ASUG Annual Conference along with SAP's new API policy. Key InsightsContext into SAP's API and ODP RFC Policies The impact of SAP's newest acquisitionsHow SAP is helping its customer base prepare for its vision of the "Autonomous Enterprise"Related ContentRead highlights from the SAP executive Q&As given to the media and analysts at SAP Sapphire & ASUG Annual ConferenceRegister for an ASUG Community Conversation on June 11 where we'll break down the key announcements from SAP Sapphire & ASUG Annual Conference--and how they impact customers' SAP investments

Will Parrish, co-founder and Chief Customer Officer at Lula, joins Andrew to talk about where property managers are starting to feel financially squeezed. Whether it's labor costs, pricing of repairs, or flatlining rents, PMs are looking for ways to optimize their processes.

Will Parrish, co-founder and Chief Customer Officer at Lula, joins Andrew to talk about where property managers are starting to feel financially squeezed. Whether it's labor costs, pricing of repairs, or flatlining rents, PMs are looking for ways to optimize their processes.

F1 week in Las Vegas turns a stay into a full itinerary, and Hilton Grand Vacations builds owner value around the full trip, not just the nights. I talked with Derek DeSalvia M.S. DeSalvia, EVP and Chief Customer Officer at Hilton Grand Vacations, at the ARDA Spring Conference about owner benefits beyond the property, multigenerational hashtag#travel, and how the trip stays seamless from booking through the experience.

The Leadership Heart Podcast is where bold innovation meets conscious leadership. Hosted by Sandra J. Horton, this podcast explores the human side of leading in a rapidly changing world where emotional intelligence, sustainable leadership, and meaningful impact matter more than ever. In this episode, Sandra is joined by Keyonna Taylor, Customer Success Strategist, speaker, and CEO of Key Focus Group, for a thoughtful conversation on visibility, presence, authentic influence, and building meaningful relationships in today's evolving professional landscape. Together, they explore: • Self Discovery — understanding identity, confidence, and the importance of leading from authenticity rather than performance • Change Readiness — navigating visibility, professional evolution, and relationship-building in rapidly changing environments • Sustainable Impact — creating meaningful influence, fostering community, and leading with intentionality and connection This conversation explores the importance of leadership presence, human connection, and showing up intentionally in both leadership and life. Join us for an inspiring and grounded conversation on conscious leadership, authentic influence, and creating impact through relationships and presence. BIO: Keyonna Taylor is a founder, strategist, and execution partner known for turning vision into velocity. As the founder of Key Focus Group, she leads a Results-as-a-Service (RaaS) approach that helps companies drive retention, expansion, and customer outcomes without adding internal overhead. With a background spanning customer success, growth strategy, and operational design, Keyonna partners with CEOs, Chief Customer Officers, and revenue leaders to align strategy with execution. Her work supports organizations across technology, healthcare, life sciences, and insurance as they scale customer experience and post-sale growth. Known for combining strategic clarity with hands-on execution, Keyonna helps leadership teams translate innovation into measurable business impact. She is a strong advocate for elevating the voice of the customer in executive decision-making and building systems that deliver lasting value for both businesses and the people they serve. Through Key Focus Group, she works alongside leadership teams as a trusted partner in building scalable, customer-centered growth. #LeadershipHeartPodcast #ConsciousLeadership #LeadershipPresence #EmotionalIntelligence #WomenInLeadership #SustainableLeadership #LeadershipDevelopment #AuthenticLeadership #ChangeLeadership #LeadershipWithHeart OTHER RESOURCES & HOST DETAILS Sandra J. Horton, MA (Leadership), is a Global Leadership and Change Strategist, Executive Coach, and host of The Leadership Heart Podcast. As Founder of Activate Success Edge™, Sandra helps leaders navigate complexity, transformation, and change through conscious leadership, emotional intelligence, and sustainable leadership practices. With expertise in healthcare leadership, change management, and executive development, Sandra creates thoughtful conversations that explore the human side of leadership in an evolving world. Sandra is also the creator of The Presence Lab™ and the Executive Leadership Architecture™, focused on helping leaders lead with clarity, grounded authority, and sustainable impact.

Podcast Description: In Part 2 of this two-part episode of Whiskey, Jazz & Leadership, host Galen Bingham continues his dynamic conversation with Hugh Roth, Chief Customer Officer and seasoned leader with a career spanning iconic brands like Coca-Cola, PepsiCo, and American Express. This episode dives deep into the nuances of leading leaders, the importance of curiosity, and how to create an environment where teams thrive.   Hugh shares his insights on the value of asking catalytic questions, the role of mentors in shaping leadership, and the challenges of transitioning from being a "hunter" to a "guide." With wisdom gained from decades of experience and a passion for empowering others, Hugh offers actionable advice for leaders at every stage of their journey.   What you drinking? Galen pours the last of his Stagg bourbon, a bold and fiery whiskey from the Buffalo Trace family, clocking in at a powerful 130 proof—perfect for a conversation about bold leadership and big ideas. Meanwhile, Hugh keeps it sharp and refreshing with Zero Sugar Mountain Dew, his go-to drink by day, while hinting at its potential as a mixer when the time is right. Together, their drink choices reflect the balance of boldness and clarity that defines great leadership.   Want more? For four dollars a month, you can become a Patreon VIP. You'll get early access to every Part Two episode. A deep archive of exclusive conversations. Insight into who's coming next. And direct access to Galen himself. Join the VIP circle today Click Here. Cheers to leadership that matters!

Welcome to Omni Talk's Retail Daily Minute, sponsored by Duvo and Mirakl.In today's Retail Daily Minute, Omni Talk's Chris Walton discusses:Target launches Club Target and Target Ambassadors, two new influencer programs that gamify creator engagement, deepen LTK integration, and connect brand advertiser budgets directly to creator activation through Roundel.Gap Inc. hires Michael Francis, a retail and entertainment veteran with stints at Walmart, Target, and DreamWorks, as Old Navy's new Chief Customer Officer and its own enterprise-wide head of marketing shared services.Apple is reportedly building a "Create a Pass" feature for iOS 27's Wallet app, letting any user turn a QR code into a custom digital ticket, membership card, or gift card.The Retail Daily Minute has been rocketing up the Feedspot charts, so stay informed with Omni Talk's Retail Daily Minute, your source for the latest and most important retail insights.

Measuring physical activity in 3 steps a. Give the sensor to a client (face-to-face or mailing) b. Client goes live their life  c. Create participant report (with behavior change consultation) ------ Dr Miriam Cabrita has done her Bachelor and Master degrees at NOVA School of Science and Technology in Portugal, and her PhD in biomedical engineering in University of Twente Then she has worked at Roessingh Research and Development Center in Netherlands for 8 years coordinating and managing EU research projects related to eHealth Teaching also courses on Physical Activity, Digital Health and Virtual Coaching at the University of Twente. She has acted as a Board Member for 5 years in International Society for the Measurement of Physical Behaviour (ISMPB) Currently she is working as a Chief Customer Officer at Fibion Inc. _____________________   This podcast episode is sponsored by Fibion Inc. | Better Sleep, Sedentary Behaviour and Physical Activity Research with Less Hassle --- Collect, store and manage SB and PA data easily and remotely - Discover ground-breaking Fibion SENS --- SB and PA measurements, analysis, and feedback made easy.  Learn more about Fibion Research --- Learn more about Fibion Sleep and Fibion Circadian Rhythm Solutions. --- Fibion Kids - Activity tracking designed for children. --- Collect self-report physical activity data easily and cost-effectively with Mimove. --- Explore our Wearables,  Experience sampling method (ESM), Sleep,  Heart rate variability (HRV), Sedentary Behavior and Physical Activity article collections for insights on related articles. --- Refer to our article "Physical Activity and Sedentary Behavior Measurements" for an exploration of active and sedentary lifestyle assessment methods. --- Learn about actigraphy in our guide: Exploring Actigraphy in Scientific Research: A Comprehensive Guide. --- Gain foundational ESM insights with "Introduction to Experience Sampling Method (ESM)" for a comprehensive overview. --- Explore accelerometer use in health research with our article "Measuring Physical Activity and Sedentary Behavior with Accelerometers ". --- For an introduction to the fundamental aspects of HRV, consider revisiting our Ultimate Guide to Heart Rate Variability. --- Follow the podcast on Twitter https://twitter.com/PA_Researcher Follow host Dr Olli Tikkanen on Twitter https://twitter.com/ollitikkanen Follow Fibion on Twitter https://twitter.com/fibion https://www.youtube.com/@PA_Researcher

  Podcast Description: In Part 1 of this two-part episode of Whiskey, Jazz & Leadership, host Galen Bingham sits down with Hugh Roth, Chief Customer Officer and seasoned leader with a career spanning iconic brands like Coca-Cola, PepsiCo, and American Express. Hugh shares his journey from his roots in Pittsburgh to leading global teams, offering invaluable insights into leadership, trust, and creating value in the eyes of others.   This episode dives into the essence of leadership, the importance of humility, and how to create an environment where people feel empowered to bring their best ideas forward. Hugh and Galen explore the significance of playing to your team's strengths, building trust through transparency, and the lessons learned from working with some of the most respected leaders in the industry.   What you drinking? Galen pours the last corner of his bottle of Stagg bourbon, a bold and complex whiskey from the Buffalo Trace family, clocking in at a fiery 130 proof. The occasion? A conversation with a leader who's been foundational to his own leadership journey. Meanwhile, Hugh keeps it responsible with Zero Sugar Mountain Dew, his go-to drink by day, but hints at its potential as a mixer when the time is right. Together, their choices set the stage for a rich and reflective dialogue.   Want more? For four dollars a month, you can become a Patreon VIP. You'll get early access to every Part Two episode. A deep archive of exclusive conversations. Insight into who's coming next. And direct access to Galen himself. Join the VIP circle today Click Here. Cheers to leadership that matters!  

What are the basics of physical activity measurement with devices? a. Sensor location: thigh, hip, back, wrist b. Type of data you can get: raw -> steps -> activity type -> activity intensity -> “complexity” c. Considerations to have when choosing a sensor      i. User-friendliness (battery, aesthetics, comfort, interaction required) d. Feedback to participants      i. Real-time or at defined moments e. Feedback to practitioners (dashboard) f. In most cases, you can also measure sleep.   Dr Miriam Cabrita has done her Bachelor and Master degrees at NOVA School of Science and Technology in Portugal, and her PhD in biomedical engineering in University of Twente Then she has worked at Roessingh Research and Development Center in Netherlands for 8 years coordinating and managing EU research projects related to eHealth Teaching also courses on Physical Activity, Digital Health and Virtual Coaching at the University of Twente. She has acted as a Board Member for 5 years in International Society for the Measurement of Physical Behaviour (ISMPB) Currently she is working as a Chief Customer Officer at Fibion Inc. _____________________   This podcast episode is sponsored by Fibion Inc. | Better Sleep, Sedentary Behaviour and Physical Activity Research with Less Hassle --- Collect, store and manage SB and PA data easily and remotely - Discover ground-breaking Fibion SENS --- SB and PA measurements, analysis, and feedback made easy.  Learn more about Fibion Research --- Learn more about Fibion Sleep and Fibion Circadian Rhythm Solutions. --- Fibion Kids - Activity tracking designed for children. --- Collect self-report physical activity data easily and cost-effectively with Mimove. --- Explore our Wearables,  Experience sampling method (ESM), Sleep,  Heart rate variability (HRV), Sedentary Behavior and Physical Activity article collections for insights on related articles. --- Refer to our article "Physical Activity and Sedentary Behavior Measurements" for an exploration of active and sedentary lifestyle assessment methods. --- Learn about actigraphy in our guide: Exploring Actigraphy in Scientific Research: A Comprehensive Guide. --- Gain foundational ESM insights with "Introduction to Experience Sampling Method (ESM)" for a comprehensive overview. --- Explore accelerometer use in health research with our article "Measuring Physical Activity and Sedentary Behavior with Accelerometers ". --- For an introduction to the fundamental aspects of HRV, consider revisiting our Ultimate Guide to Heart Rate Variability. --- Follow the podcast on Twitter https://twitter.com/PA_Researcher Follow host Dr Olli Tikkanen on Twitter https://twitter.com/ollitikkanen Follow Fibion on Twitter https://twitter.com/fibion https://www.youtube.com/@PA_Researcher

Most agencies use AI the same way: Customers talk to humans, humans run it through AI, work comes out faster. Superside does the exact opposite—and it's why the biggest agencies on the planet are watching them. Jen Rapp, Chief Customer Officer at Superside, calls it the agentic front end. Customers interact with AI first. The AI builds a context-rich brief from everything the client has ever done. Then the human takes it across the finish line. It sounds like a subtle distinction, but it isn't. Superside has 750 people in 72 countries, a client roster they can barely talk about, and a subscription model that's making legacy creative agencies rethink their approach to revenue. Superside's story also isn't AI native: They were founded in 2015, but decided earlier than almost anyone that they had to rethink everything. This is a special episode of Owning the Outcome—Superside sits outside of the HubSpot ecosystem—but essential listening for any partner leader thinking about what AI transformation actually requires.

In the latest episode of the NDA Podcast, Justin Pearse, Editor-in-Chief of New Digital Age (NDA), is joined by Andy Oakes, Publisher of NDA, dialling in from a Miami hotel bathroom after three days at Possible, and Rebecca Sentance, Editor of Retail Media Age.And we take a deep dive into the impact of AI on publishers with Ezoic's John Cole.The conversation kicks off with a debrief from Possible Miami and a discussion the of the chaging purpose of different industry events for attendees hoping to drive ROI from the often not insigifcant investment needed.This week's special guest is John Cole, Chief Customer Officer at Ezoic. With over 25 years of industry experience, Cole provides a sobering yet optimistic look at the "world-documented battle" publishers face today. Key discussion points include:The Impact of LLMs: How Google's "no-click searches" and AI-driven content are fundamentally altering organic traffic patterns.The Shift to Unique Value: Why "commoditised content" is a losing game and how publishers must pivot toward unique, high-value newsletters and web apps to survive.AI as a Solution: Using AI and Large Language Models (LLMs) not just for content, but as a tool to disentangle complex "Frankenstein" tech stacks and provide clear, actionable data for business growth.

In this episode of The Marketing Rapport, host Tim Finnigan sits down with Jeff Piotrowski, Chief Customer Officer at Customer Solutions Group. They explore how insurance marketers are moving past mass marketing and toward data-led outreach. Jeff explains why better segmentation, shared metrics, and stronger data quality matter more than bigger lead volumes, especially as teams try to personalize the first consumer interaction.Jeff then brings that shift into the real world. He outlines how outreach programs improve when brands test cadence, channel mix, and message style instead of treating every lead the same. He also shares how voice, SMS, and AI can work together to create more useful follow-up and conversion.The conversation closes on trust, compliance, and what comes next.Note: This episode was recorded prior to LeadsCon.The views, thoughts, and opinions expressed are those of the speaker and do not necessarily represent the views, thoughts, and opinions of ActiveProspect. The material and information presented here is for general information purposes only.This podcast is not intended to replace legal or other professional advice. The Lead Intelligence, Inc. (dba InfutorData) and ActiveProspect LLC names and all forms and abbreviations are the property of its owner and its use does not imply endorsement of or opposition to any specific organization, product, or service.ACTIVEPROSPECT DISCLAIMS ALL LIABILITY ARISING OUT OF ANY INDIVIDUAL'S USE OF, REFERENCE TO, RELIANCE ON, OR INABILITY TO USE THIS PODCAST OR THE INFORMATION PRESENTED IN THIS PODCAST.

How to measure physical activity?  a. Questionnaires (self-assessment) i Type:      1. Time frame: last month / week / day / now      2. Paper vs. technology based (app) ii. Pros iii. Cons b. Sensors i. Type:      1. Consumer vs. Research-oriented ii. Pros iii. Cons c. Other methods:      i. E.g. Environmental sensing, GPS, IoT   Dr Miriam Cabrita has done her Bachelor and Master degrees at NOVA School of Science and Technology in Portugal, and her PhD in biomedical engineering in University of Twente Then she has worked at Roessingh Research and Development Center in Netherlands for 8 years coordinating and managing EU research projects related to eHealth Teaching also courses on Physical Activity, Digital Health and Virtual Coaching at the University of Twente. She has acted as a Board Member for 5 years in International Society for the Measurement of Physical Behaviour (ISMPB) Currently she is working as a Chief Customer Officer at Fibion Inc. _____________________   This podcast episode is sponsored by Fibion Inc. | Better Sleep, Sedentary Behaviour and Physical Activity Research with Less Hassle --- Collect, store and manage SB and PA data easily and remotely - Discover ground-breaking Fibion SENS --- SB and PA measurements, analysis, and feedback made easy.  Learn more about Fibion Research --- Learn more about Fibion Sleep and Fibion Circadian Rhythm Solutions. --- Fibion Kids - Activity tracking designed for children. --- Collect self-report physical activity data easily and cost-effectively with Mimove. --- Explore our Wearables,  Experience sampling method (ESM), Sleep,  Heart rate variability (HRV), Sedentary Behavior and Physical Activity article collections for insights on related articles. --- Refer to our article "Physical Activity and Sedentary Behavior Measurements" for an exploration of active and sedentary lifestyle assessment methods. --- Learn about actigraphy in our guide: Exploring Actigraphy in Scientific Research: A Comprehensive Guide. --- Gain foundational ESM insights with "Introduction to Experience Sampling Method (ESM)" for a comprehensive overview. --- Explore accelerometer use in health research with our article "Measuring Physical Activity and Sedentary Behavior with Accelerometers ". --- For an introduction to the fundamental aspects of HRV, consider revisiting our Ultimate Guide to Heart Rate Variability. --- Follow the podcast on Twitter https://twitter.com/PA_Researcher Follow host Dr Olli Tikkanen on Twitter https://twitter.com/ollitikkanen Follow Fibion on Twitter https://twitter.com/fibion https://www.youtube.com/@PA_Researcher

In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, known for its extensive international network, operational scale, and continued investment in digital innovation and customer experience—shares how the company scales CX through operations. At United, CX isn't a layer on top of the business—it's built into how the system runs. From putting the customer at the center of operational metrics to continuously eliminating friction across the journey, decisions are made with customer impact in mind. David shares how United:

Send us Fan MailBradon Rogers, Chief Customer Officer, IslandIn this episode of The Data Diva Talks Privacy, Debbie Reynolds, "The  Data Diva," speaks with Bradon Rogers, Chief Customer Officer, Island, about how organizations are addressing complex enterprise challenges related to data governance, privacy, and control. Bradon explains how Island was designed to solve persistent issues that companies face, including limited visibility into user activity, fragmented tools, and the difficulty of managing sensitive data across cloud applications, remote work environments, and emerging technologies.The conversation explores how organizations can move toward a more unified, practical approach to data management, where governance and privacy controls are embedded directly into how work is performed. Rather than relying on disconnected systems, Island enables companies to monitor and control how data is accessed and used in real time, helping to reduce risk while maintaining operational efficiency.Debbie and Bradon also discuss how modern enterprises are rethinking data governance as a business-critical function rather than just a compliance requirement. They highlight how privacy considerations are becoming more integrated into enterprise workflows, and how organizations can better align their security, privacy, and data strategies to support both protection and productivity in increasingly complex digital environments.This episode is sponsored by Island. We thank them for their support and for sharing insight into how organizations can better manage data governance and privacy in today's enterprise landscape."You can learn more at island.io, where Island is rethinking how enterprises secure data, gain visibility, and manage privacy—without getting in the way of how people work."By popular demand, Debbie Reynolds Consulting is now offering executive briefings on emerging data privacy risks and how companies can avoid them. To learn more, visit the Executive briefings page on my website.Support the showBecome an insider, join Data Diva Confidential for data strategy and data privacy insights delivered to your inbox. 

In this episode, Avanish and Rob discuss: Canva's two-step mission — grow as large as possible in order to do as much good as possible, including giving away over $1 billion in software annually and serving 100+ million students worldwide The cupcake framework for platform architecture — the "cake" is the core product for everyone; "frosting and sprinkles" are the enterprise-specific features, keeping the product intuitive across all customer segments From PLG to enterprise — how Canva is making the shift from buyer-led growth to a seller-led motion, and why that requires sales, enterprise marketing, and a deliberate partner ecosystem Building the "most pluggable platform" — Canva's ecosystem philosophy: agency partners, integration partners (including OpenAI and Anthropic/Claude), and strategic partners like Deloitte and EY each play distinct, purpose-built roles AI as infrastructure, not a feature — with 28 billion AI interactions in the product, Rob explains why Canva thinks of itself as an AI platform that does great design, and how new features like Magic Layers were built by starting with the customer problem, not the technology Show Description This season features conversations with key decision-makers who have shaped the evolution of today's leading technology platforms and ecosystems. We talk to C-suite executives, board members, investors, and others who must be brought into the platform journey. In this episode, Avanish and Rob discuss how Canva is scaling from a beloved consumer product to a global enterprise platform—and the frameworks, partner strategies, and customer-first principles guiding that evolution. About Rob Giglio: Rob Giglio is Chief Customer Officer at Canva, where he leads the company's go-to-market, enterprise, and ecosystem strategy as Canva scales from a beloved consumer product to a global business platform. Rob brings a rare cross-industry perspective to platform building, having spent the early part of his career at world-class consumer brands including Procter & Gamble, Clorox, Gap, and Williams-Sonoma before moving into tech. He served in senior leadership roles at Adobe, DocuSign, and HubSpot before joining Canva. That consumer-first lens—centered on brand clarity, customer orientation, and ease of use—shapes how he thinks about product, partnerships, and growth. At Canva, Rob is focused on helping businesses of all sizes realize the value of design and communication as a platform capability, while building an ecosystem that is, in his team's words, "as easy to integrate with as Canva is to use." About Canva Canva is a global visual communication platform used by more than 260 million people every month. Founded in Australia, Canva makes design accessible to everyone—from students and solo creators to the world's largest enterprises. The company recently crossed $4 billion in ARR and gives away over $1 billion in software annually through its education programs, serving more than 100 million students worldwide. Canva's platform includes AI-powered design tools, an open API ecosystem, and integrations with leading platforms including OpenAI and Anthropic. Learn more at canva.com. Host Avanish Sahai Avanish Sahai is a Tidemark Fellow and served as a Board Member of Hubspot from 2018 to 2023; he currently serves on the boards of Birdie.ai, Flywl.com and Meta.com.br as well as a few non-profits and educational boards. Previously, Avanish served as the vice president, ISV and Apps partner ecosystem of Google from 2019 until 2021. From 2016 to 2019, he served as the global vice president, ISV and Technology alliances at ServiceNow.  From 2014 to 2015, he was the senior vice president and chief product officer at Demandbase.  Prior to Demandbase, Avanish built and led the Appexchange platform ecosystem team at Salesforce, and was an executive at Oracle and McKinsey & Company, as well as various early to mid-stage startups in Silicon Valley. About Tidemark Tidemark is a venture capital firm, foundation, and community built to serve category-leading technology companies as they scale.  Tidemark was founded in 2021 by David Yuan, who has been investing, advising, and building technology companies for over 20 years.  Learn more at www.tidemarkcap.com. Links Follow our host, Avanish Sahai Learn more about Tidemark

Think AI is about automating what you already do? That's the same mistake companies made moving to cloud, and FICO's Mike Trkay says you're about to waste millions proving it. Mike is Chief Information Officer (CIO) and Chief Customer Officer (CCO) at FICO, an analytics software company that processes billions of decisions per day and powers 80% of fraud detection. In this episode, Mike explains why 95% of AI projects never reach production, why companies are already repatriating workloads from large language models, and what really separates automation from transformation.   Chapters: 0:00 Introduction 1:23: Why FICO's CIO Is Also the Chief Customer Officer 4:52 The Office Space Problem: Why CIOs Are Really Translators   6:02 "Conduit in Chief" — The CIO's Real Job   6:45 How CIOs Accidentally Become Cost Centers 7:40 What FICO Actually Does (It's Not Just Credit Scores) 12:59 How Missile Guidance Tech Became Fraud Detection 17:59 When LLMs Can't Meet 150-Millisecond Latency 21:32 Why AI Strategy Is Harder Than It Looks 24:50 The Cloud Parallel: 5% Alignment and Why AI Projects Stall 27:08 "You're Just Doing a Bad Process Faster" 31:44 LLM Repatriation Is Already Happening 37:40 A FICO Score for AI Decisions 43:10 Global Regulation and Staying Ahead of Compliance 45:22 The Australian Banking Example: Focused Language Models in Practice 52:08 From Cost Center to Innovation Driver 54:40 What's Next: Agentic Architecture and Focused Sequence Models 57:49 "What's the Opportunity Today?" — The CIO Mindset Shift -- This episode of IT Visionaries is brought to you by Meter - the company building better networks. Businesses today are frustrated with outdated providers, rigid pricing, and fragmented tools. Meter changes that with a single integrated solution that covers everything wired, wireless, and even cellular networking. They design the hardware, write the firmware, build the software, and manage it all so your team doesn't have to.That means you get fast, secure, and scalable connectivity without the complexity of juggling multiple providers. Thanks to meter for sponsoring. Go to meter.com/itv to book a demo.---IT Visionaries is made by the team at Mission.org. Learn more about our media studio and network of podcasts at mission.org. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

AI is already changing construction. The real question is whether your company is keeping up or quietly falling behind. In this episode of Bridging the Gap, Todd Weyandt sits down with Shel Waggener, Chief Customer Officer at Lumber and former construction company president, to break down what AI adoption actually looks like inside a contractor's business today. This is not a future-focused conversation. It is a practical look at how AI is already showing up in the back office, in the field, and across workforce management. Shel shares why AI cannot be treated like just another tool, how “agentic AI” is eliminating administrative work, and what it really takes to build AI into your operations as a core capability. The biggest shift is not technology. It is mindset. Contractors must move from doing the work to orchestrating it. If you are not actively building AI into your workflows, your competitors will. You'll Learn Why AI in construction is happening faster than most leaders realize What “agentic AI” actually means in real workflows The most practical back office use cases you can deploy today How field data, computer vision, and site capture reduce rework Why AI should be treated as a workforce multiplier, not a threat How to create feedback loops to scale AI across your company Meet Our Guest Shel Waggener is the Chief Customer Officer at Lumber, where he helps construction companies reimagine their back offices for the AI era. A former President of American Asphalt, Shel brings real operator experience to the conversation, combining deep knowledge of construction workflows with expertise in cloud, automation, and enterprise systems. His work focuses on helping contractors adopt practical AI solutions that drive efficiency, accuracy, and growth. Todd Takes Innovation requires pushing past the industry's natural resistance to change AI success depends on exposing and scaling ideas across your teams The future belongs to contractors who think like conductors, not just doers More Resources Thanks for listening! Please be sure to leave a rating and/or review and follow up our social accounts. Bridging the Gap Website Bridging the Gap LinkedIn Bridging the Gap Instagram Bridging the Gap YouTube Todd's LinkedIn Shel's LinkedIn   Thank you to our sponsors! Graitec North America Graitec North America LinkedIn Autodesk's Website  

What if the cracks in your dental practice were always there...and growth just made them impossible to ignore? In this episode of DEO's Growth Secrets, Kendall sits down with Karen Gray, Chief Customer Officer at Oryx Dental Software. With nearly 20 years of executive experience across vertical SaaS, Karen is a proven customer leader with a front-row seat to what actually happens when dental practices start to scale. She breaks down why the jump from one location to two exposes operational gaps most owners don't even know exist. You'll hear why being the busiest practice on the block is not always a green light to expand, the three questions every owner needs to answer before opening a second location, and why the dentist who is involved in everything is often the biggest bottleneck to their own growth. Karen also draws a clear line between having software and having real operational infrastructure, and why that difference determines whether scaling feels like momentum or chaos.

Paul Rubenstein is Chief Evangelist at Visier, where he partners with CHROs and senior executives to connect talent strategy to business outcomes. He helps organizations move beyond traditional HR to build functions that are commercially minded, data-driven, and aligned to how the business actually runs. With more than two decades of experience across consulting and executive roles, including Chief People Officer and Chief Customer Officer at Visier, Paul brings a unique perspective on how HR can drive real business performance. His mission is simple: unlock the untapped potential of HR and make work better. These episodes of #thePOZcast, live from Unleash 2026 in Las Vegas, are proudly brought to you by our friends at PIN. AI recruiting tools that automate candidate sourcing, screening, and scheduling across 850M+ profiles. Built for recruiters, agencies, and hiring teams. Learn more and check out a demo:  https://www.pin.com/book-a-demo?via=adam-posner Thanks for listening, and please follow us on Insta @NHPTalent and www.youtube.com/thePOZcast For all episodes, please check out www.thePOZcast.com ⏱️ Chapters 00:00 – Cold open: conference chaos and “no one eats lunch”01:10 – Meet Paul Rubenstein and his HR journey02:30 – From consulting to HR leadership to evangelist04:00 – Why connecting talent to business outcomes matters05:30 – The dual role of HR: business driver + function optimizer07:00 – The evolution of HR: industrial → personnel → strategic09:30 – The rise of systems: PeopleSoft, scale, and efficiency11:30 – Engagement, sentiment, and the human side of HR13:00 – Globalization and the modern HR operating model14:30 – Why AI is a true inflection point—not just hype16:00 – The problem with siloed HR tech stacks17:30 – Orchestration layers and systems talking to systems19:00 – Democratization of data and decision-making20:30 – The importance of data quality in the AI era22:00 – The dark side: speed, skills gaps, and misuse of AI24:00 – Human + machine optimization (Toyota analogy)26:00 – Why rethinking work is the real challenge27:30 – How HR leaders (and everyone) must evolve29:00 – Why empathy still matters—and won't be replaced

What is the state of SAP in April 2026? The markets have one take - but is that the whole story? What if we frame this in terms of customer priorities and value instead? And how does the enterprise AI story factor in - with the "garbage in, garbage out" data issue firmly in mind? That's plenty of fodder for our first air-it-out 'State of SAP' review in six months. (Though there is also our live ASUG Talks sessions with live customer Q/As since then). This podcast begins differently - Jon Reed had an opening ventilation in store for Geoff Scott and Josh Greenbaum to riff on. From there, we follow on our unscripted way, into SAP's AI strategy - and what individuals (and customers) should do in the face of global volatility and tech disruption. Along the way, we address two of SAP's major news items as well: the Reltio acquisition, and Thomas Saueressig's move into Chief Customer Officer on the SAP Executive Board. This podcast is intended to set the stage for SAP Sapphire Orlando and the co-located ASUG Annual Conference, where will we be taping live again.

What is the state of SAP in April 2026? The markets have one take - but is that the whole story? What if we frame this in terms of customer priorities and value instead? And how does the enterprise AI story factor in - with the "garbage in, garbage out" data issue firmly in mind? That's plenty of fodder for our first air-it-out 'State of SAP' review in six months. (Though there is also our live ASUG Talks sessions with live customer Q/As since then). This podcast begins differently - Jon Reed had an opening ventilation in store for Geoff Scott and Josh Greenbaum to riff on. From there, we follow on our unscripted way, into SAP's AI strategy - and what individuals (and customers) should do in the face of global volatility and tech disruption. Along the way, we address two of SAP's major news items as well: the Reltio acquisition, and Thomas Saueressig's move into Chief Customer Officer on the SAP Executive Board. This podcast is intended to set the stage for SAP Sapphire Orlando and the co-located ASUG Annual Conference, where will we be taping live again.

In this episode of the Building Better Cultures Podcast, host Scott McInnes speaks with Glenda Kirby, Chief Customer Officer at Poppulo, about the evolving role of leadership communication in a fast-changing workplace.  They explore how trust, transparency, and empathy form the foundation of strong organizational cultures, particularly in a world shaped by hybrid work, constant change, and emerging technologies like AI. Glenda shares practical insights from her experience helping global organizations communicate with millions of employees, as well as lessons from her leadership roles at LinkedIn and Indeed.  You will walk away with actionable ideas on communicating through change, building trust within teams, and developing leadership skills such as clarity under pressure, empathy, and authenticity.  Keywords:  Leadership communication, internal communications, organisational culture, trust in leadership, empathy in leadership, clarity under pressure, employee engagement, hybrid work, change management, communication strategy, workplace culture, leadership development, Poppulo, employee experience.  Key Takeaways:  Trust is built through consistent and transparent communication.   Communication is no longer occasional - it's continuous.   Middle managers are a critical communication channel.   Clarity matters more than ever.  Empathy is a leadership skill that must be developed.   Act on feedback.   Timing and accuracy are essential during change.   Authenticity strengthens culture.   Belonging is becoming increasingly important.   Chapters:  00:00 – Introduction to the episode and guest 01:00 – Glenda Kirby's background and Poppulo's global reach 03:00 – Why trust is central to strong workplace cultures 05:20 – Communication overload and cutting through the noise 08:50 – The growing complexity of leadership roles 12:20 – Why organizations still underinvest in communication skills 15:00 – Simple communication techniques leaders can use immediately 18:50 – The importance of empathy and authenticity in leadership 21:00 – Acting on employee feedback and building trust 24:40 – Understanding how different people receive communication 29:00 – Leading teams through constant organizational change 33:00 – The risk of over-communication during uncertain times 35:40 – Final reflections and leadership quick-fire questions 37:30 – The leadership skills that matter most today    Connect with us:  LinkedIn YouTube Instagram    Connect with Glenda Kirby:  LinkedIn 

Check out our team workshops: ⁠⁠https://www.thecustomersuccesspro.com/team-event⁠In this episode, Anika Zubair interviews Jim Richmond, Chief Customer Officer at Smartling, about how modern Customer Success teams must evolve to stay relevant. Jim shares how his team redesigned QBRs to focus on customer outcomes instead of product metrics, why role specialization helps CS teams scale, and how AI tools are increasing productivity. The conversation explores storytelling, discovery, renewals, and the skills CSMs need to drive retention, expansion, and measurable business value for customers.Chapters:00:00 Introduction03:22 Jim Richmond11:50 The Role of a Chief Customer Officer14:43 Rethinking QBRs Around Customer Value24:04 Moving from Service Delivery to Outcomes30:55 Specializing Customer Success Roles35:33 What CSMs Should Focus on Today46:03 Renewals, Expansion, and Commercial Skills52:32 Lessons for Building a Value Led CS OrgConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Jim Richmond Linkedin: https://www.linkedin.com/in/jimrichmondatl/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

For years, empathy was treated as a business nice-to-have—important, but secondary to speed, scale, and efficiency. The data now tells a very different story.In this conversation, Maria and Conny, the Chief Customer Officer at Zurich Insurance Group, dive into Zurich's new global study, Addressing the Empathy Gap, which surveyed more than 11,000 consumers across 11 markets. The findings are striking: 79% of consumers say empathy matters more than any other factor, and 43% have left a brand due to a lack of empathy. This isn't theoretical; it's revenue walking out the door.Conny shares how Zurich is closing that gap by treating empathy as a learnable skill. She shares practical first steps organizations can take, starting right where they are. We also explore Zurich's philosophy of AI with a human touch - using technology to augment human connection, not replace it.This is a conversation about moving from transactional payer to trusted partner—and why, in an industry ripe for disruption, empathy is quickly becoming a competitive advantage.To access the episode transcript, go to www.TheEmpathyEdge.com, search by episode title.Listen in for…Why customers are leaving brands due to a lack of connection and empathy.How to make AI work for your organization, without trying to replace human connections.How to create trusted relationships and partnerships and maintain them for long-term success. The power of the NRR - Net Revenue Retention - metric. "We started out with the starting point that empathy can be taught, and if people get the right tools, they will also do the right thing. So we can de-learn practices you've had over the years, and you can bring new aspects into them." — Conny Kalcher Episode References: Zurich's 2025 Report: Addressing the Empathy Gap: https://www.zurich.com/sustainability/customers/empathy-reportThe Empathy Edge podcast: Anna Liotta: Understanding Generational CodesAbout Conny Kalcher: Chief Customer Officer at Zurich Insurance Group:Conny Kalcher is Chief Customer Officer at Zurich Insurance Group and a global leader in customer experience with a reputation for embedding empathy into business strategy to drive long-term business success. She is a founding partner of the Net Promoter Score (NPS) and Loyalty Forum with more than three decades of experience from senior roles at LEGO and consultancy work at Mindfolio.Connect with Conny:Zurich Insurance Group: zurich.com LinkedIn: ch.linkedin.com/in/conny-kalcher-198ba5 Company LinkedIn: linkedin.com/company/zurich-insurance-company-ltd Connect with Maria:Get Maria's books: Red-Slice.com/booksHire Maria to speak: Red-Slice.com/Speaker-Maria-RossTake the LinkedIn Learning Courses! Leading with Empathy and Balancing Empathy, Accountability, and Results as a Leader LinkedIn: Maria RossInstagram: @redslicemariaFacebook: Red SliceGet your copy of The Empathy Dilemma here- www.theempathydilemma.com

Why do customers trust a 4.5 star rating more than a perfect 5? What is AI actually using to decide which businesses to recommend, and is your company showing up in those answers? Both questions come down to your reviews and what your business does when there is negative feedback. Most leaders ask how to delete bad customer reviews. They cannot. What they can do is respond within 24 hours, fix the root cause, and invite every customer to review, not just the happy ones. The businesses that build customer trust consistently are the ones AI recommends, and buyers consistently choose. In this episode of Doing CX Right®, Stacy Sherman speaks with Alicia Skubick, Chief Customer Officer at Trustpilot, the world's largest independent customer feedback platform. You will learn how to: Turn bad online reviews into clear actions that improve the business Respond quickly in ways that strengthen credibility and build customer trust Use customer feedback to find root causes across teams Develop trust over time through consistent actions Adjust to AI search, where reviews influence visibility and decisions Whether you lead a retail business, a financial services firm, or a service organization, this conversation will change how you think about every bad customer review you receive. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Iran's cyber ops stay resilient. U.S. lawmakers press Big Tech on EU rules. Researchers expose a Fancy Bear server. Japan moves toward offensive cyber. CISA calls for cross-agency teamwork. New malware targets network infrastructure. AI fooled by font-based attacks. Schneider Electric warns of critical flaws. Quantum cryptography earns top honors. Guest Bradon Rogers, Chief Customer Officer at Island, discusses making AI browsers safe for enterprises. Smart glasses on the witness stand. Remember to leave us a 5-star rating and review in your favorite podcast app. Miss an episode? Sign-up for our daily intelligence roundup, Daily Briefing, and you'll never miss a beat. And be sure to follow CyberWire Daily on LinkedIn. CyberWire Guest On our Industry Voices segment, guest Bradon Rogers, Chief Customer Officer at Island, discusses making AI browsers safe for enterprises. You can dig into the details of what Bradon discussed in Gartner's “Cybersecurity Must Block AI Browsers for Now.” You can hear the full interview here. Selected Reading U.S Strikes Killed Iranian Cyber Chiefs, But The Hacks Continued (Forbes) US committee demands Big Tech share private comms with EU officials (POLITICO) FancyBear Exposed: Major OPSEC Blunder Inside Russian Espionage Ops (Ctrl-Alt-Intel) Japan to allow ‘proactive cyber-defense' from October 1st (The Register) CISA official advises agencies not to get too hung up on who takes lead in critical infrastructure sectors (CyberScoop) New Malware Highlights Increased Systematic Targeting of Network Infrastructure (Eclypsium) Poisoned Typeface: How Simple Font Rendering Poisons Every AI Assistant, And Only Microsoft Cares (LayerX) Schneider Electric Patches Critical RCE Vulnerability in SCADAPack RTUs (Beyond Machines) Turing Award Goes to Inventors of Quantum Cryptography (The New York Times) Witness Caught Using Smartglasses in Court Blames it all on ChatGPT (404 Media) Share your feedback. What do you think about CyberWire Daily? Please take a few minutes to share your thoughts with us by completing our brief listener survey. Thank you for helping us continue to improve our show.   Want to hear your company in the show? N2K CyberWire helps you reach the industry's most influential leaders and operators, while building visibility, authority, and connectivity across the cybersecurity community. Learn more at sponsor.thecyberwire.com. The CyberWire is a production of N2K Networks, your source for strategic workforce intelligence. © N2K Networks, Inc. Learn more about your ad choices. Visit megaphone.fm/adchoices

At Bimbo Bakeries USA, customer experience comes down to one goal: making products available where and when shoppers want them. That means keeping shelves stocked across thousands of stores—every day. This week on The Modern Customer, Jeffrey Hendrix, Chief Customer Officer at Bimbo Bakeries USA, shares how the company uses its 12,000 delivery routes to keep products available at scale. Instead of relying solely on warehouses, Bimbo delivers directly to stores—restocking shelves, managing inventory, and responding to demand in real time. That's how they maintain availability across their retail network.

Justin sits down with Allison Skidmore, Chief Customer Officer at Optimizely, the world's first operating system for marketing teams.Allison brings a rich perspective shaped by stints at Adobe, Stackla, Gigya, and SAP across Asia Pacific before landing in the US to lead customer success at Optimizely. This episode explores how AI is fundamentally reshaping the marketer's daily workflow, what great onboarding looks like in an AI-native world, and what the CCO role must become as organizations race to stay ahead.Episode Notes & Key Topics1. Allison's Career JourneyStarted in SEM at a Sydney agency later acquired by Adobe, rode the wave of digital marketing's early SaaS transition.Spent six years at Adobe running customer success across Asia Pacific, building offshore teams and subscription services models.Moved through Stackla and Gigya (acquired by SAP nine months in), then scaled the CS role across all SAP lines of business in APAC.Joined Optimizely two years ago after reconnecting with CEO Alex Atzberger, bringing global enterprise CS experience to a fast-growing martech platform.2. What Stays the Same in Customer SuccessThe sales-to-CS handover friction is timeless: it never goes away regardless of company size or stage.Digital-first customer engagement (email, offshore teams, automation) has been a constant scaling challenge for decades.The shift from time-and-materials professional services to subscription models remains a dominant trend.Tech advancements create the inflection points:  AI is today's example.3. AI and the Marketer's Day-in-the-LifeAllison paints a vivid picture: by 10 AM, an AI-enabled marketer has completed a full week's worth of work.Optimizely's Opal AI product is provisioned across the entire team, enabling agent building, workflow automation, and access to tools like Claude and Gemini.The opportunity is not just efficiency, it's the ability to pull forward backlogged work and shrink implementation timelines (e.g., from 12 months to 3).The companies moving fastest are the ones blocking calendar time to train their teams on prompting and agent-building, not just giving access.4. Reimagining Onboarding and the Customer JourneyAllison's framework: great onboarding is the seamless alignment of three channels, human-to-human touchpoints, email marketing, and in-product experience.Customers now expect to self-serve answers (just like asking AI instead of calling a mechanic), human-heavy onboarding alone no longer cuts it.Consistency is the key: the message the customer gets in the product, in their inbox, and from their CSM should be identical, no basic repeats, no skipped steps.5. The Evolving Role of the CCOThe C-suite fundamentals don't change: stay curious, solve problems, skate to where the puck is going.Today, the puck is AI.  If you can't build an agent, you can't expect your team to.Allison is actively realigning roles, KPIs, and commissions around AI-native execution.The CCO who can't leverage AI to scale themselves and reimagine their business will become extinct, just like Blockbuster.Lego is the positive model: reinvention again and again.6. What's Top of Mind for 2026AI continues to dominate, but the customer journey evolution is a close second.Consumers are shifting from Google to ChatGPT and similar tools, which means brands must optimize for GEO (Generative Engine Optimization), not just SEO.Personalization is entering a new era:  every touchpoint, not just the website.

Welcome to Chatter with BNC, Business North Carolina's weekly podcast, serving up interviews with some of the Tar Heel State's most interesting people. On today's episode of "Chatter with BNC", we speak with Sasha Weintraub, the executive vice president and chief customer officer for Duke Energy. He's worked for the company for more than 25 years, including as president of the natural gas business. He explains how North Carolina and Duke Energy are preparing for surging power demand from more data centers needed for artificial intelligence computing. The utility is balancing the need for more electricity without levying sharp increases on residential power bills, Weintraub says. He has a bachelor's degree in engineering from Rensselaer Polytechnic Institute; a master's degree from Columbia University and a doctorate from NC State University.

Elevating Customer Support Teams with Smart AI Integration  Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What impact does self-service technology have on customer satisfaction?  How can AI self-service and human support work together effectively?   What drives customers to switch companies due to poor self-service?  What makes customers more forgiving of mistakes by human agents than AI systems?  Why should businesses view customer service as a revenue center rather than a cost center?  Top Takeaways:    Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can't meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied.  California has enacted a law requiring companies to offer a quick, clear option for customers to connect with a human representative if their self-service solutions, often powered by AI, don't deliver satisfactory results.  AI and automation in customer service are growing, reducing the volume of easy, repetitive cases handled by humans. More complex and sensitive issues are go to human agents and as a result, today's customer support agents are required to handle more complex issues and provide a higher level of expertise and empathy, making them specialists rather than agents.  The customer support department is a revenue center. Delivering consistently excellent experiences leads to higher retention rates, repeat business, and positive reviews.   Customers of different ages have distinct preferences for how they interact with support. Older customers lean towards phone support, while younger generations prefer chat or digital channels. But both demographics still want the assurance of being able to call a support agent if their problem isn't resolved online.  Leading companies like Amazon have set the standard for customer support by combining AI for routine tasks with proactive escalation to human agents when needed. They have created a seamless customer experience by enabling quick, easy connection with knowledgeable support agents and avoiding the need to repeat themselves to get their issue resolved.   Regular customers sustain and grow a company. Regular customers drive steady revenue and are typically the brand's biggest advocates.  The future of customer service lies in integrating effective technology with empowered employees. Companies that invest in effective digital solutions and well-trained customer specialists are best positioned to create positive experiences, adapt to customer preferences, and succeed in a competitive marketplace.  Effective customer support isn't rocket science. The technology exists today to empower both businesses and consumers with choice and flexibility, and it is more affordable than it was five or ten years ago. The real differentiator is the willingness to implement these solutions and put the customer's needs first.   Quote:   "One of the great mistakes tech companies make is we talk too much about features and don't talk enough about our customers."     About:    Sam Wilson is the Chief Executive Officer of 8x8, with over 25 years of experience in finance, investment, and sales. He has held several key leadership roles at 8x8, including Chief Financial Officer and Chief Customer Officer.  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

The Chief Customer Officer of MOTER Technologies offers insights on ways carriers can evolve next-gen telematics from a UBI-based pricing input into a powerful claims-acceleration engine.

Doug Green, Publisher of Technology Reseller News, sat down with James Cadman, Chief Customer Officer at Luware, to explore how organizations can modernize customer engagement and contact center operations in an era of digital transformation. Cadman explained that Luware specializes in cloud-native customer service and contact center solutions that integrate seamlessly with platforms like Microsoft Teams, helping enterprises deliver unified, efficient support at scale. He emphasized that customer success is central to Luware's mission and that people—more than processes or metrics—are what drive exceptional outcomes. In his words, “People drive excellence, not just KPIs!” (from industry sessions delivered by Cadman). The discussion highlighted how customer experience must evolve beyond siloed channels to truly omnichannel engagement, ensuring consistency, personalization, and responsiveness across voice, chat, email, and digital touchpoints. Cadman noted that customers today expect seamless journeys and that companies must architect their contact center technologies and organizational structures to support frictionless interactions. Luware's approach blends technological innovation with dedicated customer support. Cadman shared examples of how personalized service—such as assigning customer success specialists to guide onboarding, environment setup, and issue resolution—can make a material difference in adoption and satisfaction. This focus on support excellence helps organizations achieve rapid time to value and high levels of trust in outcomes. Finally, Cadman spoke to the importance of aligning technology with business goals, including digital transformation, compliance, and analytics. Luware customers across sectors like government and finance have leveraged solutions such as Luware Nimbus to simplify communications, scale on demand, and gain deeper insights into operations. More about Luware's solutions and customer success resources is available at https://luware.com/.

Brent Krempges, Chief Customer Officer at Gainsight, joins the show to unpack the next evolution of Customer Success in an AI-first world.After 12+ years at Gainsight, from implementation to global pre-sales to CCO,  Brent shares how CS is shifting from seat-based software to outcome-driven operating models. We dive into AI-driven health scores, renewal agents, sentiment analysis, and the looming “retention reckoning” facing AI-native companies. Key Takeaways (Bullet Summary)AI will elevate — not eliminate — the importance of services.Floor-Deployed Engineers (FDEs) signal a return to high-touch value realization.Health scores are getting smarter, but “watermelon accounts” will always exist.Sentiment analysis from transcripts and email may replace traditional NPS.Many AI companies haven't hit their renewal reality yet.Retention pressure is coming — especially for growth-at-all-costs AI startups.Before deploying agents, companies must rebuild foundational lifecycle processes.Think of agents as “50 interns” — would they know what to do?

Ian sits down with Mike Manheimer, Chief Customer Officer at Postscript, to unpack how brands turn SMS into a revenue engine. Mike shares why Black Friday and Cyber Monday expose marketers who under-communicate, how Postscript aligns marketing and customer success under one leader, and why incrementality is the only metric that matters in e-commerce. Key Takeaways: · Under-communication kills revenue. During high-intent moments, hesitation leaves dollars on the table. · E-commerce buyers care about one thing: making more money. Marketing strategy must tie directly to incremental revenue. · Community drives pipeline. The fastest way into tight-knit markets is by creating spaces for customers to connect. · B2B marketers are too risk-averse. Owned data and bold experimentation win. · AI will redefine marketing. Don't just buy tools — start building. Episode Timestamps: *(06:40) Black Friday mistakes: Why brands under-message at the worst time *(17:09) Trust Tree: What Postscript does and how the buying process really works in e-commerce *(46:22) The Playbook: Community-led pipeline and customer advisory boards Sponsor: Pipeline Visionaries is brought to you by Qualified.com. Qualified helps you turn your website into a pipeline generation machine with PipelineAI. Engage and convert your most valuable website visitors with live chat, chatbots, meeting scheduling, intent data, and Piper, your AI SDR. Visit Qualified.com to learn more. Links: · Connect with Ian on LinkedIn: https://www.linkedin.com/in/ianfaison/  · Connect with Mike on LinkedIn: https://www.linkedin.com/in/mikemanheimer/  · Learn more about Postscript: https://www.linkedin.com/company/postscriptio/  · Learn more about Caspian Studios: https://www.linkedin.com/company/caspian-studios/about/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this Marketing Over Coffee: Learn about building Brandoms, Creating Community, and How to Hold It All Together! Direct Link to File Her new book is: Transforming Customer–Brand Relationships: Use Emotional Connection To Build Loyalty Check out the previous interview with Christina on her time at Hubspot and transition to on demand Chief Customer Officer […] The post Transforming Customer-Brand Relationships with Christina Garnett appeared first on Marketing Over Coffee Marketing Podcast.

In this Marketing Over Coffee: Learn about building Brandoms, Creating Community, and How to Hold It All Together! Direct Link to File Her new book is: Transforming Customer–Brand Relationships: Use Emotional Connection To Build Loyalty Check out the previous interview with Christina on her time at Hubspot and transition to on demand Chief Customer Officer […] The post Transforming Customer Brand Relationships with Christina Garnett appeared first on Marketing Over Coffee Marketing Podcast.

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