Podcasts about customer centricity

BONUS: Marcelo Calbucci reveals Amazon's secret innovation framework that transforms product development! Read the full Show Notes and search through the world's largest audio library on Agile and Scrum directly on the Scrum Master Toolbox Podcast website: http://bit.ly/SMTP_ShowNotes. In this BONUS episode, we explore "The PRFAQ Framework" (visit also the website) with author Marcelo Calbucci. He shares how Amazon's innovative approach to product development can be adapted by founders, product managers, and teams across industries. Learn how this powerful methodology creates alignment, clarifies vision, and ensures customer-centricity in product development. The Origins of PRFAQ "I learned the PR FAQ method at Amazon and realized this is a great tool that would be valuable for founders and product leaders." Marcelo Calbucci shares how his experience at Amazon introduced him to the PRFAQ framework—a structured approach to product ideation and development. He explains how this methodology transformed his thinking about innovation and why he felt compelled to share it with a wider audience through his book. The framework addresses a critical gap he observed in how teams approach product development, often lacking the clarity and customer focus needed for success. Understanding the PRFAQ Framework "PR FAQ stands for press release and frequently asked questions—it's a method to talk about and define a vision for the product." The PRFAQ framework is a six-page document with a highly prescriptive structure. Marcelo breaks down the components: Page 1: A press release announcing the product Page 2+: Customer FAQ addressing potential questions Page 3+: Internal FAQ covering implementation details This document serves as the foundation for product development, helping teams align on vision and strategy before diving into execution. Marcelo emphasizes that the framework forces teams to articulate the "why" behind their work, not just the "what" and "how." The Alignment Challenge "Challenge: pick a few people from your organization, ask each one 'why are we doing this?' Chances are you will get a different answer from different people." One of the most significant challenges in product development is the lack of alignment across teams. Marcelo highlights how common it is for team members to have different understandings of product goals and strategy. Without a shared vision, teams risk building features that don't solve the right problems or address customer needs effectively. The PRFAQ framework creates alignment by documenting and socializing product vision in a consistent format that encourages discussion and feedback. Practical Implementation Tips "Use the PRFAQ as a textual document, instead of a PowerPoint presentation—the discipline of writing helps clarify thinking." Marcelo offers several practical tips for implementing the PRFAQ approach effectively: Write things out in paragraphs rather than bullet points Consider writing the FAQs before the press release Use the document as a tool for discussion, not as a polished deliverable Conduct review sessions with peers, team members, and stakeholders Focus on substance over style—the goal is to discover feedback He emphasizes that the act of writing forces clearer thinking and exposes gaps in logic or understanding that might otherwise remain hidden. The Amazon Way "At Amazon, every product starts with a PRFAQ. It starts with someone having an idea. The first thing they do is to write the PRFAQ." Marcelo provides insight into how Amazon implements this framework across the organization. Every product initiative begins with a PRFAQ document that articulates the vision and strategy. Teams spend time discussing and refining this document before moving into execution. This methodical approach allows Amazon to get early feedback on ideas, helping to identify potential issues before significant resources are invested. The framework has been a cornerstone of Amazon's ability to innovate consistently across diverse product areas. Customer-Centricity in Practice "Here's one lesson about product leadership: understand the problems better than even the customer understands them." The customer-centric nature of the PRFAQ framework is one of its greatest strengths. By forcing teams to anticipate customer questions and articulate benefits from their perspective, the framework ensures products are built to solve real problems. Marcelo explains that sometimes the "customer" might be internal, but the principle remains the same—deeply understanding the problems before proposing solutions. This approach has proven particularly effective at Amazon, where customer obsession is a core value. Learning from the Book Development Process "In interviewing teams using the method, I discovered that the problem was convincing the whole team about the PRFAQ method." Interestingly, Marcelo applied the PRFAQ framework to the development of his own book. Through this meta-application, he discovered that the biggest challenge wasn't explaining the method itself but convincing entire teams to adopt it. This insight shaped the book's approach—making product strategy discussions less academic and more practical. He focused on providing concrete examples and templates that teams could immediately apply to their work. Resources for Deeper Learning "Read examples first, pay attention to how you write the phrases in the document." For listeners wanting to explore the PRFAQ framework further, Marcelo recommends starting with examples to understand the tone and structure. His book website offers resources and templates to help teams implement the framework. He emphasizes that seeing the framework in action is often more valuable than theoretical discussions, which is why he includes numerous examples in his book and supplementary materials. About Marcelo Calbucci Marcelo Calbucci is a founder, product and engineering leader, and innovation expert passionate about solving customers' biggest challenges through software. With over two decades of experience, he has launched dozens of products across industries and mentored nearly a thousand founders and professionals, shaping the future of product development and innovation. Marcelo Calbucci is the author of "The PRFAQ Framework: Adapting Amazon's Innovation Framework to Work for You," which describes Amazon's PRFAQ method—a strategic approach designed to refine and present new product ideas by focusing on customer-centric narratives. You can link with Marcelo Calbucci on LinkedIn and connect with Marcelo Calbucci on Substack.

Desiree Grace is the General Manager of Flex Wind and Andrea Olson is an author and Customer-Centricity expert. 

Send us a textIs the customer always right? Only if you measure success through their eyes.In this episode of Project Management Masterclass, Brittany Wilkins shares the lightbulb moment from a company town hall that redefined how she leads projects—and why the secret to lasting impact isn't just hitting deadlines or budgets, but embracing a customer-centric mindset.Whether you're serving internal teams or external clients, Brittany breaks down how true project excellence starts by putting the customer at the center of every decision. Discover why customer centricity isn't just a buzzword—it's a leadership mindset that transforms priorities, builds empathy, and drives real value.From stakeholder engagement to iterative feedback loops, she offers practical ways to reframe your project approach and lead with intentionality.

In der neuesten Episode begrüßen wir Nico Greiner, Partner bei der PPI AG, zu einem Gespräch über die Rolle von Dokumenten in der digitalen Transformation der Versicherungsbranche. Nico, der die Unit für Content Integration Services leitet, erläutert eindrucksvoll, wie Daten aus Dokumenten zum wertvollen Treibstoff für Innovationen im Finanz- und Versicherungssektor werden. Im Kontext der digitalen Transformation sind Dokumente mehr als nur Datenspeicher; sie fungieren als Schaufenster eines Unternehmens zum Kunden und tragen maßgeblich zur Customer-Centricity bei.Nico teilt sein umfangreiches Wissen darüber, wie Versicherungsunternehmen durch End-to-End-Digitalisierung von dokumentgetriebenen Geschäftsprozessen erhebliche Effizienzsteigerungen und Kostenreduktionen erreichen können. Er betont die wichtige Rolle von KI in der Dokumentverarbeitung, insbesondere bei der Bearbeitung und Klassifizierung von Dokumenten im Posteingang und -ausgang. Die PPI AG bietet hier Lösungen, die sowohl auf Fachlichkeit als auch auf fortschrittlicher Technologie basieren, und hebt sich so als Beratungs- und Systemhaus ab.Darüber hinaus spricht Nico über zukünftige Geschäftsmodelle, die durch offene Schnittstellen und dynamische Dokumente ermöglicht werden, sowie über die Herausforderungen und Chancen, die sich durch moderne Datenanalysen ergeben. Diese Episode gibt einen inspirierenden Einblick in die Welt der Digitalisierung in der Versicherungs- und Finanzwelt und zeigt, wie PPI ihren Kunden hilft, sich in dieser komplexen Landschaft zurechtzufinden. Entdeckt die Zukunft der Dokumentverarbeitung und lasst Euch von den Möglichkeiten begeistern, die in der digitalisierten Welt der Versicherungen auf uns warten.Schreibt uns gerne eine Nachricht!Sichere Dir Dein Ticket zur InsureNXT und spare 10% mit dem Rabattcode "insurancemonday" auf Kongresstickets!Folge uns auf unserer LinkedIn Unternehmensseite für weitere spannende Updates.Unsere Website: https://www.insurancemondaypodcast.de/Du möchtest Gast beim Insurance Monday Podcast sein? Schreibe uns unter info@insurancemondaypodcast.de und wir melden uns umgehend bei Dir.Dieser Podcast wird von dean productions produziert.Vielen Dank, dass Du unseren Podcast hörst!

In this episode on The Product Experience, we welcome back Matt LeMay—author, consultant, and champion of no-nonsense product thinking. We dig deep into the ideas behind his new book Impact First Product Teams and explore how teams can focus on what really matters: delivering business impact.Featured Links: Follow Matt on LinkedIn and his website | Buy Matt's new book 'Impact-first Product Teams' | Sudden Compass | Randeep Sidhu's episode on The Product Experience: 'Lessons from building the UK's test and trace app'Chapters00:00 – The Myth of Rational Business01:03 – Matt's Accidental Journey into Product02:20 – What Are “Impact-First” Teams, Really?04:50 – Why OKRs Are Often Just Theatre07:12 – Best Practices ≠ Business Value10:00 – Who's on the Product Team, and Why It Matters12:30 – Dealing With Cross-Team Goal Conflicts15:00 – Culture Change via Strategic Goal Alignment17:00 – Proactive Conversations About Impact20:00 – Commercial Awareness for Product Teams24:00 – Platform Teams & Measuring Amplified Impact27:00 – What Do Good Impact-First Teams Look Like?31:00 – Customer-Centricity vs. Business Impact34:00 – Discovery, Metrics & Mission-Critical Goals36:00 – Culture, Strategy & Individual Leverage41:00 – BAU vs. Innovation: Set Clear Expectations44:00 – The Ego Trap in Product Work46:00 – Matt's Final Zinger on Capital and FeelingsOur HostsLily Smith enjoys working as a consultant product manager with early-stage and growing startups and as a mentor to other product managers. She's currently Chief Product Officer at BBC Maestro, and has spent 13 years in the tech industry working with startups in the SaaS and mobile space. She's worked on a diverse range of products – leading the product teams through discovery, prototyping, testing and delivery. Lily also founded ProductTank Bristol and runs ProductCamp in Bristol and Bath. Randy Silver is a Leadership & Product Coach and Consultant. He gets teams unstuck, helping you to supercharge your results. Randy's held interim CPO and Leadership roles at scale-ups and SMEs, advised start-ups, and been Head of Product at HSBC and Sainsbury's. He participated in Silicon Valley Product Group's Coaching the Coaches forum, and speaks frequently at conferences and events. You can join one of communities he runs for CPOs (CPO Circles), Product Managers (Product In the {A}ether) and Product Coaches. He's the author of What Do We Do Now? A Product Manager's Guide to Strategy in the Time of COVID-19. A recovering music journalist and editor, Randy also launched Amazon's music stores in the US & UK.

Switching Shop Management Systems isn't as hard as you think! Give Shop Controller a try HEREIf your DVI isn't certified, you're losing customers! Get a FREE certification when you touch HERE!In this episode, you'll get to meet Tekmetric's new COO! Lauren Langston shares her journey from a software-focused background to joining the automotive industry, emphasizing her desire to deliver better technology tailored to the auto repair industry. Braxton and Lauren also get into the trust gap between consumers and auto repair shops, highlighting how transparency and the right technology can help bridge that divide. 00:00 Vertical SaaS in Professional Services04:02 Consumer Distrust in Auto Repair09:13 Enhancing Customer Trust Through Tech12:06 Tekmetric's Brand and Founder Impact14:59 Managing Tech Change in Business20:19 "Founders Drive Continuous Innovation"21:10 Tekmetric's Next-Level Customer Focus24:25 "Aligning Customer Needs with Offerings"27:47 Auto Industry's Vast Opportunities31:46 Building Tech with Industry Experts

“Customer Centricity as a Success Factor: How a 'Customer First' Mentality Makes the Difference“ lautet der Titel des insureNXT-Vortrag von Benedikt Kalteier (CEO CLARK). Im Vorfeld zur Kongressmesse für Innovation in der Versicherungswirtschaft konnten wir mit ihm über die Zukunft der Versicherungsbranche in 2030 Tagen sprechen. Dabei ist für ihn nicht die Veränderung die entscheidende Frage, sondern: Was bleibt gleich? Er erklärt, warum klassische Vertriebswege weiterhin relevant bleiben, wie Künstliche Intelligenz den Beratungsprozess verändert – aber nicht ersetzt – und weshalb es künftig nicht mehr den Durchschnittskunden geben wird. Statt Standardlösungen braucht es individuelle Antworten auf individuelle Anliegen. Über all das und vieles mehr sprechen wir im Exklusiv-Interview mit Benedikt Kalteierr über die Versicherungsbranche in 2030 Tagen.

In dieser Praxisfolge geht es um die Marke Jack Wolfskin. Wir sprechen darüber, wie sich diese Traditionsmarke im Outdoorbereich seit Jahrzehnten immer weiterentwickelt hat, welche Rolle dabei ihr Kundenverständnis und die eigenen Läden spielen und warum Customer Centricity fester Bestandteil der Untenehmens-DNA ist.▿ Alle Links und mehr Informationen findest du auf der Website www.cx-talks.com und in den ►Shownotes auf Spotify (Abonnenten des Podcasts), Apple ("Website der Episode"), alternativ auf https://cx-talks.podigee.io

Product management is a complex and multifaceted role that requires a delicate balance of strategy, organization, and communication. In order to effectively manage products from ideation to launch and beyond, product managers need the right tools at their disposal. This is where product management tools come into play.  Hubert Palan, the founder and CEO of Productboard, is a key figure in the evolution of product management tools, drawing from his extensive background as an engineer turned product manager. He recognized the pressing need for a dedicated platform that addresses the unique challenges faced by product managers, emphasizing customer-centricity and segmentation, a perspective shaped by his studies under Steve Blank at UC Berkeley.  Traditional tools like Jira and Asana, according to Palan, often fall short in catering to the nuanced needs of product management, prompting the creation of Productboard to fill this gap, which now serves over 6,000 clients including major players like Zoom and JPMorgan Chase. By leveraging visual communication tools and focusing on customer segmentation, Palan believes product managers can better understand and cater to their target audience, ultimately driving product success and organizational growth.  Resource Links Follow Hubert Palan on LinkedIn Follow Hubert Palan on X (formerly Twitter) Explore Productboard Learn about Steve Blank's Lean Startup philosophy Follow Holly on LinkedIn Visit the Product Science Group website Explore Product Science Workshops    Quotes from Hubert Palan: “Because at the end of the day you have to make a decision. Do I add another use case? Do I satisfy a new need, Do I expand the set of capabilities that my product has or do I double down on what the use case that I already have, but make them better or improve the usability? And that's every day.” Hubert Palan (18:06) “Frequently Personas are more like a design user Personas as opposed to Persona representing the business market segments that product managers need to think about. Because at the end of the day it needs to be a viable business, not just a product that satisfies needs of a specific user.” - Hubert Palan (21:16) “It's challenging and there's no shortcut, unfortunately. I mean, you have to do the workshops, you have to communicate frequently. You need to do the AMA sessions, you need to have the big 10-page document and then a summary of it. And it's constant communication, constant coordination.” - Hubert Palan (31:54)  Lab Notes Lab Note 603.1: Roadmaps are a conversation, not a one-way document.  Lab Note 603.2: Tools like roadmaps, customer interview snapshots, ideal customer profiles, competitive landscapes, and journey maps help leaders share context and set direction.  Lab Note 603.3: For more valuable personas, enrich them with data and an understanding of both behavior and business opportunities.  Lab Note 603.4: Find simple questions to identify who is best suited to get value from your product.  Ready to elevate your product leadership game? Dive deep into practical solutions for real-world product challenges. Register now: productsciencegroup.com/services View the transcript and the ⁠full episode description on the Product Science Podcast website here.⁠

TakeawaysThe retail landscape is rapidly evolving with new technologies.Customer centricity is a key focus for retailers today.AI is transforming how retailers operate and engage with customers.Startups are crucial for innovation in the retail sector.Shoptalk Spring will feature diverse topics relevant to retail.Balancing customer experience with operational efficiency is essential.The "Shark Reef" Startup Pitch highlights emerging retail-tech solutions.Retailers must adapt to changing consumer behaviors and preferences.Networking at conferences can lead to valuable insights and partnerships.Planning and flexibility are key to maximizing conference experiences. Chapters00:00 This Week in Research: New Reports and Data02:14 Shoptalk Spring Conference Overview03:55 Roquan Lucas: Background and Role at Shoptalk06:38 Consumer Behavior and Content Evolution in Retail09:09 Customer Centricity: A Key Theme for Shoptalk Spring11:41 Startup Pitch: Innovations in Retail Technology15:34 Balancing Customer Experience and Operational Efficiency19:26 The Role of AI in Retail Transformation23:21 Maximizing Your Experience at Shoptalk26:37 Conclusion and Final Thoughts More on Shoptalk Spring 2025:For more on the Startup Pitch event, read our ⁠preview report.Essential Guide to Shoptalk Spring 2025: Navigating the Future of Customer-Centric Retail with AI and Unified CommerceRead our Innovator Profiles and look out for our daily coverage of Shoptalk Spring 2025 here.

Show Notes: Stephan Meier, a professor at Columbia Business School, is the author of the book "Employee Advantage." He teaches the business strategy core class, which is required for all MBA students. Stephan also teaches an elective on the future of work, focusing on how treating employees and labor interacts with technology and business strategy. Stephan conducts international trips to African countries, such as Ghana, South Africa, and Kenya, to provide students with international experiences and perspectives on businesses, strategy, and different environments. His focus is on putting workers first to help businesses thrive. The conversation turns to Stephan's book and the concept of the workplace and business strategy. He mentions how the pandemic brought the workplace under the spotlight and technology use ramped up, while at the same time, Stephan was teaching a class on the Future of Work. The conversation turns to the concept of putting workers first as a key element of business success, and how the business language reveals the mode of managing the employee base. This outlook has led to a large divide between employee and employer. According to Gallup surveys, about 65% of Americans are not engaged at work, and this number is even higher worldwide. Stephan also talks about customer centricity and how employee experience is crucial for both innovation and customer satisfaction. The Employee First Approach Stephan cites Jeff Bezos, and Amazon as examples of organizations that prioritize employee satisfaction. Amazon's CEO Jeff Bezos believes that learning from dissatisfied employees can lead to continuous improvement and better business outcomes. This mindset is also seen in other industries, such as Costco in the US, which provides clear career paths, communicates clearly, and promotes internally. DHL Express, for two years in a row, was named the best employer in the world on the best workplaces in the world list for two consecutive years. They put employees first because they realized that turnover is terrible and happy employees are more engaged and leads to satisfied customers. They changed aspects of communication, listening, training, and career path within the organization, leading to financial success. How the Employee/Customer Centric Approach Wins Stephan discusses the importance of treating employees well and putting them first at the margin when making trade-offs. He talks about Starbucks, where the company's customer-centric approach has led to a loss of a customer-centric environment. He talks about how this could be improved. Stephan also emphasizes that both customers and employees are critical stakeholders that create value within the organization. Companies that prioritize their employees are more likely to be successful. This is because they have a strong focus on competence, which is encouraged by offering the right tasks that push employees optimally. This is crucial for motivation and retention, as people often leave organizations when they don't learn anything new. How Successful Companies Prioritize Employees Stephan states that companies strive to differentiate through a customer-centric approach, but he goes on to explain that the employee-centric and the customer-centric approach are often interchangeable. He offers examples of companies that prioritize their employees including Costco, DHL Express, and MasterCard. Microsoft uses an AI-powered tool called Unlocked, which allows employees to choose projects they want to participate in and matches them with opportunities within the company. This approach not only improves the internal market but also creates a better experience for employees. Companies like KKR, which invest heavily in portfolio companies, implement ownership programs, which give employees stock options as a start. To differentiate between companies that prioritize their employees, companies should consider metrics such as engagement level and turnover rates. By focusing on these early indicators, companies can better understand their commitment to their employees and work towards creating a healthy workplace culture that leads to productive and engaged workers. How to Build an Employee-centric Workplace Stephan suggests that companies should start by focusing on what they do with customers and how they do it with employees. They can use ideation workshops to understand customer needs and differentiate themselves from competitors. For example, Eli Lilly applied customer journeys to employees, focusing on their experiences and moments that matter. This approach helped them get more people promoted and had a significant impact on their business. Stephan recommends designing workshops to help employees think about ideas and motivations, as well as redesigning processes and procedures within the organization. By doing so, companies can better understand their employees' needs and preferences, leading to a more engaged, productive, and innovative workforce. Timestamps: 04:09: Development of The Employee Advantage 04:29: Counterintuitive Claims and Examples of Employee-Centric Companies  12:29: Balancing Employee and Customer Centricity  15:01: Practical Examples of Employee-Centric Companies  19:44: Criteria for Identifying Employee-Centric Companies  23:23: Industry-Specific Considerations  27:30: Consulting Approach for Implementing Employee-Centric Strategies  Links: Website: https://www.stephanmeier.com/ Stephan's Book: The Employee Advantage   Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at www.umbrex.com.    

"The solution to every problem lies in the market, not the boardroom." Ashok Vashist shares a powerful lesson on the importance of staying grounded and understanding customer needs directly, rather than relying solely on theoretical discussions in boardrooms. This principle has guided WTI's success. Ashok Vashist is the Founder of WTI Cabs (Wise Travel India), one of India's leading B2B mobility solutions providers. He built WTI from scratch, starting with ad-hoc services in 2009, to a 400Cr revenue company which had an IPO in 2024, and is now expanding globally. Ashok's story is a testament to resourcefulness, customer-centricity, and the power of a "hungry" team. Key Insights from the Conversation:

Neil Chandler, Chief Executive Officer, Aion BankItaly's Unicredit finalised the takeover of Aion Bank and sister company, tech provider, Vodeno in early March 2025. The deal was first announced in July 2024. Ahead of the confirmation of the Unicredit deal, Aion Bank CEO Neil Chandler spoke with Robin Amlôt of IBS Intelligence, discussing the evolution of Banking-as-a-Service and the difference between fully regulated BaaS platforms and BNPL services.

El 95% de los directivos de empresas B2B creen que los clientes cambian más rápido de los que ellos pueden adaptarse como empresa. Mientras, un 72% de los compradores B2B afirman que los factores externos les influyen más que nunca en su comportamiento de compra. ¿Qué podemos hacer frente a esto? A primera vista, ser una empresa centrada en el cliente nos puede ayudar sin duda a adaptarnos más rápidamente a estos cambios. Pero, ya nos es suficiente con tener en cuenta los JTBD funcionales que tiene que hacer nuestro cliente, sino que tenemos que tener en cuenta sus trabajos emocionales y sociales así como el contexto de su sector. Y a esto se le llama Life centricity o empresas centradas en la vida de los clientes. Este término acuñado por Accenture hace unos años reúne a un número cada vez mayor de empresa que no solo se centran en cumplir con las necesidades funcionales de sus clientes, sino que ven al cliente de una forma más holística. Si no quieres perderte nada, suscríbete en leticiadelcorral.com/gratis    

In this episode, host Tessa Norman is joined by Miles Celic, Chief Executive Officer of TheCityUK, and Darren Ketteringham, PwC UK's Financial Services Industry Leader, to discuss a future vision for the UK financial and related professional services industry.Our guests reflect on the themes of the Vision 2025 report, which was published jointly by TheCityUK and PwC in 2017, and which set out a roadmap for a highly digitised, innovative and customer-centric industry by 2025. Now, a month into 2025, and with the Government on the cusp of setting out its future strategy for the industry, we discuss progress made since the report's publication, and the actions needed to ensure the industry is able to capitalise on the transformative changes expected over the next 5-10 years.  Our guests explore the driving forces of technological transformation and the transition to net zero, and look at progress across themes such as customer centricity, regional development, and talent and skills. We also discuss the collective role of Government, industry and the regulators in enabling the sector to thrive, and to maximise its potential to drive sustainable inclusive economic growth.  You can access the Vision 2025 report referenced in the podcast here.

Desiree Grace is the General Manager of Flex Wind and Andrea Olson is an author and Customer-Centricity expert.

On this exciting episode of the Customers First Podcast, I enjoyed chatting with Sam Mizrahi, a trailblazer in Canada's luxury residential market and the visionary behind Mizrahi Developments. We dive into his latest landmark project, The One, poised to redefine the Toronto skyline as Canada's tallest skyscraper at an impressive 85 stories. Sam's journey began at just 16 when he jumped into entrepreneurship and explored various industries before finding his true calling in real estate. He shares his innovative approach to bridging the gap between custom homes and luxury condos, aiming to create not just buildings but unique living experiences. With The One, he's forging a new standard in luxury, treating every unit as a bespoke creation rather than a cookie-cutter product.  We discuss his collaboration with renowned architect Norman Foster and how they've designed The One to be an engineering marvel, complete with an eye-catching hybrid exoskeleton that elevates the surrounding community. Sam also emphasizes his commitment to quality craftsmanship, ensuring his projects' elegance and functionality meet seamlessly.  Beyond the architecture, Sam's philosophy centers on community impact and philanthropy. He believes that developers have a responsibility to give back, fostering a culture within Mizrahi Developments that prioritizes social responsibility alongside profit. This episode celebrates innovation, ambition, and the transformative power of a customer-first approach in real estate. Sam Mizrahi's wisdom is thought-provoking for those in the development industry and anyone pursuing ambitious goals in their field. Join us as we explore the magic that can happen when customer experience is prioritized, dreams are realized, and innovative designs take shape in the heart of our cities.   Timestamps: 5:39:Transition to Iconic Skyscrapers 7:57: Customizing Luxury Homes 10:20: Architectural Vision for The One 21:03: Philanthropy and Leadership 23:13: Advice for Resilient Entrepreneurs   Sam's Contact Information: Website: Mizrahi Developments Instagram: @mizrahidevelopments   Tacey's Contact Information:  Website: www.taceyatkinson.com   All Social Media: @taceyatkinson Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Create the Magic!    

Welcome to episode #968 of Six Pixels of Separation - The ThinkersOne Podcast. Mehak Gandhi, co-author of Triple Fit Strategy - How To Build Lasting Customer Relationships And Boost Growth (along with Christoph Senn), is the Head of Research at Valuecreator in Switzerland, where she designs and implements B2B growth accelerator programs and next-generation sales strategies. With extensive experience conducting research and training for global giants like Allianz, Maersk, Konica Minolta, and Schneider Electric, Mehak has developed a reputation for merging data-driven insights with actionable strategies that drive sustainable growth. In our conversation, Mehak outlined the transformative potential of the Triple Fit Strategy, a framework designed to move beyond transactional buyer-seller dynamics toward deep, collaborative partnerships that create exponential value (which includes over 10,000 case studies). Drawing on decades of research and her work with companies like Microsoft, Coca-Cola, and GE, Mehak emphasizes the importance of aligning planning, execution, and resources to foster mutual growth. She shared powerful insights into how businesses can operationalize collaboration, simplify complex relationships, and engage customers early to drive innovation and new revenue streams. We also explored the critical balance between human decision-making and AI in optimizing these strategies, alongside the legal and operational challenges of fostering trust and data sharing in supplier-customer partnerships. Mehak's passion for helping businesses adopt a 360° customer-centric approach is evident as she shares examples of companies unlocking millions of dollars in opportunities through collaboration. If you've ever wondered how to future-proof your sales processes while building lasting partnerships, this episode is a must-listen. Enjoy the conversation! Running time: 59:35. Hello from beautiful Montreal. Listen and subscribe over at Apple Podcasts. Listen and subscribe over at Spotify. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. Check out ThinkersOne. or you can connect on LinkedIn. ...or on Twitter. Here is my conversation with Mehak Gandhi. Triple Fit Strategy - How To Build Lasting Customer Relationships And Boost Growth. Valuecreator. Follow Mehak on LinkedIn. This week's music: David Usher 'St. Lawrence River'. Chapters: (00:00) - Introduction to Mehak Gandhi and Triple Fit Strategy. (02:50) - The Importance of Customer Centricity. (06:01) - Aligning Business Strategies for Mutual Growth. (08:57) - Navigating Supplier-Customer Relationships. (12:13) - Sustainability and Long-Term Partnerships. (15:06) - The Role of Collaboration in Business. (17:48) - Innovating Through Customer Engagement. (20:52) - Operationalizing the Triple Fit Strategy. (23:53) - The Complexity of Legal and Data Sharing. (27:01) - The Future of Business Relationships. (30:09) - The Role of Human Decision-Making in AI. (32:27) - Visionaries and Market Disruption. (35:20) - Building Relationships in Business. (37:49) - Navigating Procurement Challenges. (40:26) - Transitioning from Transactional to Collaborative Relationships. (42:04) - The Service vs. Product Paradigm. (45:13) - Unlocking Value through Service Innovation. (46:47) - Sustaining Partnerships Over Time. (48:29) - Managing Change in Business Relationships. (52:31) - Growth in an Uncertain Economy.

Can you walk us through your career journey and share a pivotal moment that defined your leadership approach? You're passionate about fostering high-performing teams. What principles or practices do you prioritize to build a culture of empowerment and innovation? As an omnichannel leader, what strategies have you found most effective for creating seamless consumer experiences across platforms?  What are you most excited about within the digital space, and how do you see it reshaping the food and beverage industry?  With your endless curiosity and focus on staying ahead of industry trends, what are some emerging consumer behaviors or technologies you believe will drive the next wave of transformation in food and beverage?

2025 if the year of simplification, and customers want brands who are easy to work with, deliver on commitments, and personalize their experiences. Stop making it so hard for customers to do business with you - in this episode we talk about 7 ways to make things easier for customers.   - Empower your employees to solve problems - Deliver seamless omnichannel experiences - Simplify your processes and eliminate silly policies   Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

From Intel's engineering labs to Silicon Valley's unicorns, OKRs (Objectives and Key Results) have transformed how tech companies translate vision into measurable outcomes. But what separates successful OKR implementations from failed experiments? And how can technology leaders avoid the common pitfalls that derail even well-intentioned rollouts? In this episode, we dive deep with leaders who've shaped OKR practices at some of tech's most influential companies. Our guests Josh Seiden, Holly Bielawa, and Deepika Yerragunta share battle-tested insights from their experiences at Intel, Amazon, Google, and beyond. The episode compiles the best segments around getting started on your OKR journey, de-risking and iterating your rollout, and our guests' tips on self-checking the health of your OKR implementation.  Whether you're launching your first OKR initiative or iterating on an existing framework, you'll learn practical strategies for cascading objectives across teams while maintaining strategic alignment. Our conversation includes war stories from the field, as well as intuitive insights on what actually works: fostering genuine collaboration, maintaining human centricity, and achieving the elusive balance between ambition and accountability.  Watch full episodes with Josh, Holly and Deepika here: https://www.youtube.com/playlist?list=PL31JETR9AR0FGx2A9HQbq2e1Xywkqb6BQ     Inside the episode... Why OKRs are a powerful alternative to traditional goal-setting frameworks. How OKRs promote collaboration and alignment across all levels of an organization. Best practices for implementing OKRs: starting small, iterating, and setting clear priorities. Tips for integrating OKRs into your product teams using human-centered design principles. Differentiating between business OKRs and product OKRs to avoid organizational misalignment. How to set and measure strategic objectives with actionable, customer-centric key results. Lessons learned from failed and successful OKR implementations, including war stories from the field. The role of product operations in making data accessible for measuring OKR progress. Why tying OKRs to compensation or promotions can derail the intent of the framework.     Mentioned in this episode Measure What Matters by John Doerr Outcomes Over Outputs by Josh Seiden Escaping the Build Trap by Melissa Perri Continuous Discovery Habits by Teresa Torres Who Does What by When by by Jeff Gothelf, Josh Seiden User Story Mapping by Jeff Patton     Convergence Episodes featured  Building Customer-Centric Teams: Josh Seiden on OKRs and Agile Agile and Beyond Conference 2024: The Latest in A.I. Innovations and Product Development Strategies (features the interview with Holly Bielawa) Driving Cultural Change: PepsiCo's Deepika Yerragunta on Customer Obsession and Product Mindset Unlock the full potential of your product team with Integral's player coaches, experts in lean, human-centered design. Visit integral.io/convergence for a free Product Success Lab workshop to gain clarity and confidence in tackling any product design or engineering challenge. Subscribe to the Convergence podcast wherever you get podcasts including video episodes to get updated on the other crucial conversations that we'll post on YouTube at youtube.com/@convergencefmpodcast Learn something? Give us a 5 star review and like the podcast on YouTube. It's how we grow.   Follow the Pod Linkedin: https://www.linkedin.com/company/convergence-podcast/ X: https://twitter.com/podconvergence Instagram: @podconvergence  

Desiree Grace is the General Manager of Flex Wind and Andrea Olson is an author and Customer-Centricity expert.

Kick off the new year with a fresh perspective on your business strategy! In this episode, Ben Owden chats with Dr. Peter Fader, Wharton professor and co-founder of a predictive analytics firm acquired by Nike. Peter is also the author of Customer Centricity and The Customer Centricity Playbook, and he's on a mission to debunk the myth that “all customers are created equal.” Discover why focusing on your best customers—and even paying more to acquire them—can drive sustainable growth, while treating every customer the same can derail your bottom line. Peter explains the power of customer lifetime value (CLV), sheds light on how to measure it without drowning in data, and shows how a “quality over quantity” approach to customer acquisition can transform your organization. Whether you're planning this year's strategic initiatives or seeking a deeper understanding of customer behavior, this insightful conversation will help you see why the right customers—not all customers—deserve your full attention.Read Peter's Book on Customer CentricityGet in Intouch with Peter FaderImportant Links*Join Thrive in the Middle Today!*Book WhyLead to Train Your Teams*Explore Our ServicesSocial Media*Ben Owden's LinkedIn*Ben Owden's Twitter 

In this episode Jo Shoppee, Head of Operational Risk - Technology at ANZ Bank, shares her unexpected journey into risk management, from a teller at ANZ to technology risk specialist. Jo discusses the challenges of balancing career and family, advocating for part-time roles for senior leaders. She emphasizes the importance of compassion and understanding in risk management, particularly in the three lines of defense model. She notes the shift towards data-driven risk management and the need to stay outcome-focused. She also discusses the top risks in the financial industry, including geopolitical risks, emerging technologies, and energy security. Jo Shoppee: Jo is a commercially focused risk executive with extensive technology and finance sector experience, deep expertise in technology risk management, and a track record for building effective and trusted relationships.  Jo worked extensively across Europe in her time with General Electric, and has recently returned to ANZ, where her technology career first started, where she is the head of operational risk management for the Group Technology Division. Jane Tumurbaatar: Jane is a Director at Protiviti with over 12 years' experience in professional services. She has broad expertise across first, second and third lines of defence of risk management in financial services, government, and corporate organisations. Her experience extends to risk transformation, change management and remediation. SHOW NOTES 02:14 Career Journey 05:05 Challenges and Achievements 08:39 Role of Compassion in Risk Management 11:05 Keeping Up with Technology in Risk Management 14:19 Changes in Risk Management Approaches 21:54 Leadership Style Evolution 33:41 Importance of Diversity in Decision Making Transcript and More GRC Content: https://www.riskywomen.org/2024/12/podcast-s7e8-driving-tech-innovation-in-risk-management-jo-shoppee/

Desiree Grace is the General Manager of Flex Wind and Andrea Olson is an author and Customer-Centricity expert. 

In this episode we invite Chase Jordan in the studio to discuss leadership, customer experience, and employee engagement. Chase brings a wealth of knowledge as a CXO and franchise owner that he shared with us during this conversation. - Ease of use is the most important tactical action you can take to improve customer experience. - Internal communication is crucial to keeping everyone on the same page and busting silos. - Sharing and collaboration with the team builds loyalty and advocacy. - Have a plan to help employees when they need assistance with tragedies. Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Learn More About Chase: https://funnewbook.com/ and https://freenewquiz.com/  Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

Desiree Grace is the General Manager of Flex Wind and Andrea Olson is an author and Customer-Centricity expert. 

What are the keys to driving product success as a visionary leader in a complex B2B industry? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Finastra CPO Mike Vigue shares insights on balancing customer-centricity and visionary leadership as a top product executive. He discusses the importance of understanding user needs, guiding customers to the best solutions, and leveraging data and process to deliver consistently great products. Mike also explores the transformative potential of AI in product management, from automating non-value-add tasks to optimizing complex systems.

Thanksgiving is the perfect time of year to show gratitude - and when you can personalize by generation, you will find a resonance that drives success from your team and with your customers. In this episode we will talk about how to show gratitude to each generation when they are customers and when they are employees.   - Think about how each generation likes to be recognized. - Consider how engaging them in personalized ways can build loyalty. - Drive overall success and loyalty through gratitude and recognition. - Every generation values different things from their leaders and their brands. Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

In this weeks' Scale Your Sales Podcast episode, my guest is Cliff Simon. Cliff is the CRO of Carabiner Group: a part of SBI Growth, and advisor, and fractional executive for several high-growth start-ups, where he utilizes his expertise in all things GTM and RevOps. He is an active leader in multiple GTM communities. He has anchored GTM teams in SaaS and Service industries including consulting, network & communications, software, e-commerce, and supply chain. Cliff is a recipient of the 2024 Modern Sales Leader award from HubSpot. In today's episode of Scale Your Sales podcast, Cliff emphasizes the importance of early customer value communication and reducing friction for better decision-making. Discussing the critical role of aligning people, processes, and technology to optimize revenue operations in the B2B sales environment. Together, exploring customer-centric strategies that can transform sales approaches in today's dynamic landscape. Welcome to Scale Your Sales Podcast, Cliff Simon.     Timestamps: 00:00 Align people, processes, tech for effective B2B sales. 06:18 He starts tomorrow; I'm confident he's perfect. 08:57 Understanding curiosity and intrinsic motivation fosters alignment. 10:33 Identify intrinsic motivations for behavioural change. 13:40 Focus on aligning with customer-perceived value. 17:13 Adapting strategies for evolving millennial buying behaviours. 20:46 Knowledge isn't effectively documented or distributed. 24:15 Water collection is crucial for island survival.     https://carabinergroup.com/wp-content/uploads/2023/05/Carabiner-Group-Pavilion-Bringing-Revenue-Operations-to-Life-in-Your-Organization-1.pdf https://www.linkedin.com/in/cliff-simon/     Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales.   Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales   And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

Sharing her journey from Yorkshire to California, Helen discusses the importance of customer empathy in driving meaningful business change and emphasises the value of opportunities for employees to interact with customers, fostering a culture of understanding and relatability. Helen also explores the evolving landscape of HR, discussing the interaction between AI in enhancing workforce productivity and the potential for remote work to revitalise communities. Helen advocates for empathy and connection and leaves us with a reminder that by embracing curiosity, respect, and empathy, HR leaders can build trust and integrity, driving positive change.   Thank you to HEX Talent & Development for supporting How HR Leaders Change the World Is your organisation doing everything it can to ensure its people and teams are reaching their full potential? This episode is sponsored by Hex Talent and Development. HEX is a people performance consultancy that's laser focused on making individuals, teams and organisations the best they can be. Hex isn't just another learning provider, they are the full package. They offer individual and team coaching, facilitation of team events and gatherings, leadership development and broader HR consultancy. They are thought leaders and have their own model for leadership, the intentional leader and the CHRO impact framework for developing high performing senior HR leaders. Above all, HEX brings passion, challenge and joy to all their clients. Want to learn more? Head on over to HEX Talent & Development to see how they can help your organisation thrive.    

In this episode we are proud to welcome Chase Oliver into the studio. Mr. Oliver is the Libertarian candidate for president and on the ballot in 47 states. This interview is shared unedited and in its entirety. We did extend invitations to all major party presidential candidates and all candidates on the ballot in Polk County, Florida. As of the time of this interview recording, only Mr. Oliver agreed to an interview.  Note: Any candidate who would like to come on our show and discuss improving customer service in government is welcome.   - Improving government customer service begins with transparency and streamlining processes. - Streamlining and improving processes for Veterans Affairs (VA) is a great example of how a government program could be improved. - Removing antiquated processes and updating technology is a key way to improve service to customers accessing government services. - Creating better training systems will impove service and ensure the best employees are retained and challenged to do better each day.   Learn More About Chase Oliver: https://votechaseoliver.com/ or info@votechaseoliver.com     Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/  

This episode features an interview with Alex Levin, Co-founder and CEO of Regal.ai where he leads the go-to-market teams. Previously, Alex was a product manager at Personal and Thomson Reuters, and then joined Handy (acquired by ANGI in 2018) as an early employee where he led growth and marketing.In this episode, Kailey sits down with Alex to discuss strategies for maximizing customer centricity, the balance between AI and human-driven customer experiences, and the importance of alignment between organizational values and company culture.-------------------Key Takeaways:While digital solutions and automation are crucial, personal touches, even in a digital-first world, enhance customer satisfaction and loyalty.Over the next decade, it's expected that up to 90% of contact center roles will be taken over by AI.By fostering cross-functional collaboration and ensuring all teams work toward common objectives, companies can better adapt to changing market demands and enhance their customer engagement efforts.-------------------“The goal is to treat each individual differently and think about how you're going to drive the best experience for them and the best outcome and the most customer lifetime value for you as a brand. That may not be treating everybody the same. It may be, actually, even when it's something very simple, giving them a high touch experience because you think the outcome is going to be better.” – Alex Levin-------------------Episode Timestamps:‍*(02:37) - Alex's career journey*(13:35) - Trends impacting customer experience*(21:51) - Navigating high touch experiences*(29:38) - How AI will impact contact centers*(39:23) - How Alex defines good data ‍*(41:44) - Alex's recommendations for upleveling customer experience strategies-------------------Links:Connect with Alex on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today's digital-first economy, being data-driven is no longer aspirational. It's necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and business growth. If you've ever wondered if ITSM is dead, or why Gartner retired its famous Magic Quadrant, this is for you! Get ready for some bold perspectives and a reimagined approach to customer success and organizational improvement. Here's a quick sneak peek: 1. Why ITSM tools are losing their edge. 2. The power of organizational capabilities for real impact. 3. Moving from SLAs to XLAs for customer experience that matters. 4. Why maturity models might be holding you back. 5. The surprising reason Gartner retired the Magic Quadrant. Don't miss out on this refreshing look at ITSM and organizational evolution with Kenneth Gonzalez!

Mat's away on sabbatical, so this month we're sharing an episode of Epochal Growth, hosted by Sarah Caminiti and featuring Ben McCormack. Huge thanks to Sarah for sharing her interview with us. To hear more from Sarah on Epochal Growth, visit https://www.epochaloperations.com/epochal-growth___ In Episode 6 of Epochal Growth, host Sarah Caminiti sits down with Ben McCormack, currently a fractional executive at Boldr and a seasoned customer experience professional. Ben and Sarah take a closer look at the world of customer journey mapping and its critical role in driving customer-centricity within organizations.Ben shares the possibilities when you focus on cross-functional collaboration and aligning teams around the customer journey. He provides examples of how journey mapping can pinpoint and resolve issues at various stages, emphasizing the power of naming journey stages to enhance communication and organizational alignment. The episode offers practical techniques for socializing the customer journey, such as customer learning rooms and spotlighting customer stories, highlighting the need for leaders to grasp the entire customer journey to identify trends and root causes of customer challenges.Discover how journey mapping can unify your company around customer value and drive significant business impact. Tune in to learn how you can leverage this powerful tool to enhance customer experience and achieve greater organizational success.

Nick Gausling is a Fractional COO and consultant who helps specialty merchants and consumer service providers take concrete actions to improve their operations and generate more profit without resorting to shortsighted, knee-jerk reactions. He previously held leadership positions in multiple specialty retail companies and has been quoted by leading business press. Nick's website: https://www.nickgausling.com/   SuccessGrid Instagram: https://www.instagram.com/successgridofficial/   Show notes: https://successgrid.net/sg227/   If you love this show, please leave a review. Go to https://ratethispodcast.com/successgrid  

Ever wonder what it really means to be customer-centric? We're chatting about how to meet customer needs without losing sight of your business goals. Join Scott and Tammy for a lively conversation about the real challenges of customer relationships! We'll share some fun stories, tackle tricky questions, and explore how to create win-win partnerships. If you're ready to rethink your customer approach and connect on a deeper level, this episode is for you! Let's get into it!Questions or topic suggestions? Let us know! podcast@becomemoregp.com    Connect with us on LinkedIn: https://www.linkedin.com/company/becomemoregp    Connect with Us:    Tammy K Rogers: https://www.linkedin.com/in/tammerarogers Scott Burgmeyer:  https://www.linkedin.com/in/burgy Producer Karman Hotchkiss: https://www.linkedin.com/in/karman-hotchkiss/    Other Resources:  http://www.becomemoregp.com 

With 25 years in digital commerce, seasoned by tenures at Estee Lauder and J&J, Jennie Alexander has learned the essential ingredient of commerce - always keeping the customer at the center. Easier said than done, and Jennie is now sharing her data, organizational, and humanistic lessons from her work with others through her work as an ecommerce and digital consultant. She joined the podcast to share the fruits of those hard-fought lessons.

*Hosted by Radu Palamariu*In this episode, I interviewed Vikram Agarwal, Danone's Chief Operations Officer. Vikram provided an overview of Danone's global supply chain, which spans 55 countries and 48,000 employees and integrates economic growth with social responsibility.  As well as shared his career journey and the strategic role of supply chains in driving business value.Vikram outlines Danone's approach to balancing short-term challenges with long-term vision using the 4C framework: Customer Centricity, Cost Competitiveness, Cash Efficiency, and Carbon Reduction. He shares how these strategies have improved customer service and sustainable growth.He also emphasizes the importance of authentic leadership and building organizational capabilities. Vikram offers advice for young supply chain professionals, highlighting the need to focus on creating business value and inspiring teams.Discover more details here.Follow us on:Instagram: http://bit.ly/2Wba8v7Twitter: http://bit.ly/2WeulzXLinkedin: http://bit.ly/2w9YSQXFacebook: http://bit.ly/2HtryLd

In this episode we welcome Michael Hinshaw into the studio to talk about customer centricity and  Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   - You must be able to communicate what customer centricity means to your team so everyone is on the same page - Moving to a customer centric culture requires customer understanding and acting on what you hear from customers - Virtual learning is not enough on its own - it takes a combination of in person and virtual learning to drive success. It must also be applicable to their job and the information they need to be successful.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Reach out to Michael: https://www.mcorpcx.com/ and https://www.linkedin.com/in/mhinshaw/     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

  Today, Paul discusses the intricacies of corporate innovation and explores the challenges and successes in the mobile technology market of the early 2000s. Alex Slawsby, Chief Growth Officer at Innolead, joins in this enlightening discussion and introduces listeners to the upcoming Impact conference in Boston. The conference, aimed at corporate innovation leaders, will feature sessions on AI, collaboration, digital transformation, and much more. Alex Slawsby is a seasoned innovation leader with extensive experience in both analytical and executive roles. Beginning his career at IDC, he specialized in the mobile devices market, gaining profound insights into the challenges and innovations of the early 2000s. Alex currently serves as the Chief Growth Officer at Innolead, where he spearheads growth initiatives and fosters innovation across various corporate sectors. His knowledge of the evolution of digital experiences and organizational agility makes him a vital thought leader in the industry. "Innovation thrives when companies shift their focus from features to outcomes, delivering experiences that truly delight the customer." ~Alex Slawsby Today on Innovation Talks: ·     The Impact conference in Boston, scheduled for October 23 to 25, will focus on innovation themes and bring together notable speakers from leading organizations.·     In the early 2000s, mobile device companies often compromised product functionality by adding features without understanding consumer needs.·     Effective innovation requires balancing what's best for the company now versus what truly satisfies the customer.·     Transparent conversations within organizations are essential for navigating and implementing change.·     Companies must shift from technology-driven innovation to a more consumer-centered approach to create resonating products.·     The discussion highlights the rise and fall of mobile device companies like Palm and Handspring, emphasizing the need to adapt to market changes.·     Organizational agility and the ability to quickly pivot are key factors in achieving long-term success in the innovation landscape.·     There is a growing need for transformation and innovation workshops to help companies stay customer-centric and adapt to digital needs.  Resources Mentioned: Impact Conference in Boston, October 23 to 25 https://www.innovationleader.com/impact/ Innolead, for additional resources on corporate innovation https://www.innovationleader.com  Alex on Innovation Talkshttps://www.sopheon.com/podcasts-audio/innovation-leadership-101-how-chief-innovation-officers-shape-culture-and-drive-change-with-alex-slawsby-1  Guest Contact Information: Alex Slawsby: LinkedInhttps://www.linkedin.com/in/alexslawsby/  Ready to Transform Your Innovation Strategy? If you're a product manager or innovator looking to streamline your processes and turn chaos into control, you won't want to miss this opportunity.Dive into our exclusive, free eBook on Innovation Ops strategies designed just for you.Learn the secrets to revolutionizing your approach and achieving success with clarity and precision. Download your copy today. Visit https://info.sopheon.com/innovationops-ebook Start your journey to becoming an innovation powerhouse now! This Podcast is brought to you by SopheonThanks for tuning into this week's episode of Innovation Talks. If you enjoyed this episode, please subscribe and leave a review wherever you get your podcasts. Apple Podcasts | TuneIn | Stitcher | Spotify | iHeart Be sure to connect with us on Facebook, Twitter, and LinkedIn, and share your favorite episodes on social media to help us reach more listeners like you. For additional information about new product development or corporate innovation, sign up for Sopheon's monthly newsletter, where we share news and industry best practices! The fastest way to do this is to go to sopheon.com and click here.

Ok, the summer is nearly over, which means it is time for a Newsroom summarizing everything that's happened in the last two months at the intersection of marketing, data, privacy and technology.  California and the FTC have more specific weight on our list this time around - perhaps because much of Europe, including regulators and hackers, was OOO during the entire month of August. So, expect to hear about: A CDP (Segment) being sued for its data collection practices Uber's Catch-22 The FTC discards hashing as a means of anonymization  Chrome could be forced to support Global Privacy Control The AI Bill drama in California. (And yes, also about Google's monopoly, the resilience of 3rd party cookies and Apple's DMA struggles, but only in passing, as you've probably had enough of those.) Expect us to follow the usual structure: ePrivacy & Regulatory Updates; MarTech & AdTech; AI, Competition and Digital Markets; Zero-Party Data and Customer Centricity; Future of Media.  With Celine Takatsuno and Sergio Maldonado. References: Sergio Maldonado, Nobody was ready for the Privacy Sandbox, but deprecating cookie banners is long overdue (ie., third party cookies are not going away) Class action was filed against Twilio in California Uber received a $290m euro fine in The Netherlands The Federal Trade Commission audited hundreds of websites and apps, finding all sorts of dark patterns Controversial California AI Bill California passes another law that, if signed, will require browsers to implement Global Privacy Control standards FTC: Hashing email addresses does not result in anonymized data  Netflix announces data collaboration partnerships Apple tries a little harder to appease the EU Commission with additional Digital Markets Act measures Also, find a full blog post on the Masters of Privacy website.

Your customer is your North Star. They're the reason you're in business. They're the source of revenue and referrals. You may have personal motivations and goals for yourself and your team, but none are achieved if you don't attract the right people and deliver exceptional customer experience.So how do you build a customer-centric culture, then sustain and protect it for years to come?Go inside the company and culture that brings Real Estate Team OS to life every week! Get warmed up for the Techtember series that kicks off next week!Learn about tech, teams, customer centricity, and customer-led education with Follow Up Boss Co-Founder and CEO Dan Corkill!Watch or listen to Ep 040 with Dan Corkill for insights into:- Attracting agents, staff, and consumers alike to your experience by being thoughtful and intentional- The self-enforcing dynamics of a strong company culture- Ways to decide - as your business is growing - who to hire and when (in short: look for where the pain or bottleneck is)- How Dan decided to focus and niche down to serve the real estate community - How the puzzle of online leads became an opportunity for teams and a problem to solve- The big difference between AI and automation (and how both are useful)- A quick preview of who and what is ahead in the Techtember series of this show- Staying focused on your customer, not your product, by investing in customer-led educationFor Dan's responses to our three pairs of closing questions, check out this Fireside Chat at FUBCON 2023: https://youtu.be/ad-_sgeko6s?feature=shared&t=2315Follow Up Boss:- https://followupboss.comReal Estate Team OS:- https://www.realestateteamos.com/subscribe- https://linktr.ee/realestateteamos- https://www.instagram.com/realestateteamos/

Hey CX Nation,In this week's episode of The CXChronicles Podcast #239 we welcomed Dave R. Taylor, Chief Marketing Officer at Impartner based in South Jordan, UT. This week's CXCP guest is Unstoppable at all things marketing: ABM, metrics-based, demand gen, social, Business Development, etc. Deep SaaS expertise. Highly prone to succeed, with 5 successful exits under his belt (and counting.) Collegial, collaborative, passionate and driven. Currently, Dave Taylor is loving working with his amazing team and customers at Impartner.In this episode, Dave and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer & marketing focused experiences.**Episode #239 Highlight Reel:**1. Investing in Partner Experience (PX) to grow & scale your business 2. How CX & EX can lead to the development of your PX investments  3. Why partners can help grow your business & be a game changer  4. Improving your marketing, sales & customer success by leveraging PX 5. How to get your partner sales engine built today for your business Click here to learn more about Dave R. TaylorClick here to learn more about ImpartnerHuge thanks to Dave for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, click here to make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- click here to follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this weeks' Scale Your Sales Podcast episode, my guest is Randi-Sue Deckard. Randi-Sue Deckard's career trajectory is a captivating story of transformation and resilience. Transitioning from a clinical lab scientist to the Senior Vice President of Client Engagement at BESLER, Randi's journey is a testament to the power of embracing change, staying curious, dedication to improving and leveraging data-driven decision-making. Her wealth of experience in sales, marketing, and customer success positions her as a valuable guide for professionals seeking to excel in revenue-related roles. In today's episode of Scale Your Sales podcast, we have the pleasure of speaking with Randi-Sue Deckard, an expert in sales, marketing, and customer success. Randi provides valuable insights into reducing customer friction, adopting a customer-centric approach, and creating a comprehensive B2B experience. We discuss leveraging existing customers for referrals, the importance of continuous value addition, and the balance between empathy and logic in sales. Welcome to Scale Your Sales Podcast, Randi-Sue Deckard   Timestamps: 00:00 Reducing Friction: Maximizing Customer-Centricity in B2B Interactions 03:15 Success in sales comes from knowing customers. 07:40 Improving by understanding customer perspectives is crucial. 10:16 Customer problem articulation drives effective communication and solutions. 16:38 Study found women better leaders. 19:32 Questioning the customer-centricity of organizations and processes. 23:37 post-sales engagement crucial for customer advocacy. 24:30 Simplify referrals to increase new sales by 30%. 28:23 Farewell message expressing admiration and future connection.   https://www.linkedin.com/in/randisuedeckard/   Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales. Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

In this conversation, Wes and Phillip Swan discuss various topics, including their love for Scotland, the importance of customer-centricity in business, the role of AI in marketing, and the need for critical thinking in the age of AI. Phillip shares his journey in sales and marketing, emphasizing the value of understanding the customer and creating simple, impactful experiences. He also provides insights on leveraging AI tools to enhance marketing efforts and the importance of avoiding hallucination in AI-generated content. The conversation highlights the need for businesses to adapt to changing buyer behaviors and the potential of AI to automate and scale processes. In this conversation, Phillip Swan and Wes discuss various topics related to business, technology, and sales. They touch on their experiences at the Air Force Academy, the importance of trust in sales, the role of data in decision-making, and the need for reason-driven decisions. Phillip emphasizes the significance of creating a seamless customer experience and the importance of culture in building a successful brand. He also shares that his company works with C-suite executives and helps companies unlock revenue growth and scale. Overall, the conversation highlights the need for critical thinking, effective communication, and a customer-centric approach in business. 00:00 Introduction and Love for Scotland 03:08 Creating Impactful Experiences and Understanding the Customer 08:22 The Power of Customer-Centricity in Driving Business Growth 13:30 Leveraging AI Tools for Marketing Success 17:57 Avoiding Hallucination in AI-Generated Content 24:22 The Importance of Critical Thinking in the Age of AI 26:25 Adapting to Changing Buyer Behaviors and Building Digital Relationships 30:08 Reason-Driven Decisions vs. Data-Driven Decisions 33:58 Creating a Seamless Customer Experience 39:22 The Role of Culture in Building a Successful Brand 45:18 Unlocking Revenue Growth and Scaling a Business Market like you mean it. Now go sell something. Name your price for the Make Every Sale Program here: https://saleswhisperer.gumroad.com/l/OiXZk  SUBSCRIBE to sell more, faster, at higher margins, with less stress, and more fun! https://www.youtube.com/@TheSalesWhispererWes ----- Connect with me: Twitter -- https://twitter.com/saleswhisperer TikTok -- https://www.tiktok.com/@thesaleswhisperer Instagram -- http://instagram.com/saleswhisperer LinkedIn -- http://www.linkedin.com/in/thesaleswhisperer/ Facebook -- https://www.facebook.com/wes.sandiegocrm Facebook Page -- https://www.facebook.com/thesaleswhisperer Vimeo -- https://vimeo.com/thesaleswhisperer Podcast -- https://feeds.libsyn.com/44487/rss YouTube — https://www.youtube.com/@TheSalesWhispererWes Sales Book -- https://www.thesaleswhisperer.com/c/way-book   BUSINESS GROWTH TOOLS https://12WeeksToPeak.com https://CopyByWes.com https://CRMQuiz.com https://TheBestSalesSecrets.com https://MakeEverySale.com https://www.TheSalesWhisperer.com/ https://www.thesaleswhisperer.com/c/ipa

How is AI reshaping product management for one of the most iconic brands in the world? Join us for the latest episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, where CONA Services CPO Petra Romano shares her experiences leading product development for Coca-Cola bottlers. She discusses the evolution of the CPO role, emphasizing the importance of innovation, AI integration, and customer-centricity. Petra highlights her team's approach to prioritization, stakeholder management, and delivering impactful products. She also offers valuable insights on time management, learning from challenges, and the future of AI in product management.

In this weeks' Scale Your Sales Podcast episode, my guest is Bob King. Bob King literally wrote the book on Closing for salespeople, closers, and anyone else who wants to know why they said yes on a day they were “just looking”. His book The Joy of Closing reveals the secrets to earning the customer's business and getting them what they want. In today's episode of Scale Your Sales podcast, Bob embarks on a captivating journey, detailing his transition from the film industry to the world of sales. He underscores the critical role of believing in the sales process itself. Furthermore, Bob delves into the art of closing a sale, emphasizing the importance of prioritizing customer service, and building trust. He also offers valuable insights on managing sales teams, navigating the dynamics within sales organizations, and the key qualities that define a successful closer. Welcome to Scale Your Sales Podcast, Bob King.   Timestamps: 00:00 - Unravelling the Secrets to Mastering Deal Closures 06:11 - Overcoming stigma through belief and trust building. 07:42 - Helping others succeed while finding joy. 11:35 - Believe in your value proposition, expert advice. 14:22 - Chapter on managing manager, blaming others, sales success about mindset, sales managers' role crucial. 17:30 - Job success depends on manager's support. 21:46 - New sales approach, customer engagement and closing. 24:15 - Guide for customer interactions, emphasizing intuition use.   https://www.linkedin.com/in/bob-king-7a37951/   Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales. Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there's a lot of exciting announcements we've been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. Today we're going to talk about the culture, technology, and priorities the enterprise needs to deliver great customer experience, and continuously improve it over time.  To help me discuss this topic, I'd like to welcome Abhii Parakh, Head of Customer Experience at Prudential. Resources Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there's a lot of exciting announcements we've been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. One brand that is presenting here, and who I'm excited to introduce in a second here, is from CVS, a brand that serves over 120 million customers, including over 55 million digital customers, and to illustrate their reach, 85% of the US population lives within 10 miles of a CVS Health location. Today we're going to talk about igniting customer-centricity by personalizing, simplifying the customer experience, and empowering employees to do amazing work. To help me discuss this topic, I'd like to welcome Sri Narasimhan, Vice President, Head of Enterprise Customer Experience at CVS Health. Resources Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company