Podcasts about Customer experience

Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with Rizwan Sherif, Director of Customer Experience at Credit Repair Cloud, to discuss how Fin Voice has transformed their phone support through instant, 24/7 responses. They also discuss building trust when handling sensitive data, what goes into delivering consistently good omnichannel experiences, and the power of multilingual AI to serve every customer no matter where they are in the world.Watch this episode on YouTube: https://youtu.be/nlPvtM7fRAo?si=vEFD-ieKNFgw5TJQFollow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/rizwansherif/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Explore Fin Voice: https://fin.ai/voiceConnect with us:

What if your customers can't care about your advanced features because you haven't satisfied their basic needs first? Just like humans need food before philosophy, marketers need specific data in a rigid order – and understanding this hierarchy transformed how Podscan onboards customers.This episode of The Bootstraped Founder is sponsored by Paddle.comYou'll find the Black Friday Guide here: https://www.paddle.com/learn/grow-beyond-black-fridayThe blog post: https://thebootstrappedfounder.com/the-marketers-hierarchy-of-needs-a-framework-for-understanding-customer-intelligence/The podcast episode: https://tbf.fm/episodes/423-the-marketers-hierarchy-of-needs-a-framework-for-understanding-customer-intelligenceCheck out Podscan, the Podcast database that transcribes every podcast episode out there minutes after it gets released: https://podscan.fmSend me a voicemail on Podline: https://podline.fm/arvidYou'll find my weekly article on my blog: https://thebootstrappedfounder.comPodcast: https://thebootstrappedfounder.com/podcastNewsletter: https://thebootstrappedfounder.com/newsletterMy book Zero to Sold: https://zerotosold.com/My book The Embedded Entrepreneur: https://embeddedentrepreneur.com/My course Find Your Following: https://findyourfollowing.comHere are a few tools I use. Using my affiliate links will support my work at no additional cost to you.- Notion (which I use to organize, write, coordinate, and archive my podcast + newsletter): https://affiliate.notion.so/465mv1536drx- Riverside.fm (that's what I recorded this episode with): https://riverside.fm/?via=arvid- TweetHunter (for speedy scheduling and writing Tweets): http://tweethunter.io/?via=arvid- HypeFury (for massive Twitter analytics and scheduling): https://hypefury.com/?via=arvid60- AudioPen (for taking voice notes and getting amazing summaries): https://audiopen.ai/?aff=PXErZ- Descript (for word-based video editing, subtitles, and clips): https://www.descript.com/?lmref=3cf39Q- ConvertKit (for email lists, newsletters, even finding sponsors): https://convertkit.com?lmref=bN9CZw

Marketing im Kopf - ein Podcast von Luis BinderIn dieser Folge wird über verschiedene Unternehmen gesprochen, da Markennamen genannt werden, handelt es sich um UNBEZAHLTE WERBUNG!In dieser Folge: In der heutigen Podcastfolge von Marketing im Kopf geht's um das Buy-Grid-Modell, das erklärt, wie Unternehmen Kaufentscheidungen treffen. Vom ersten Problem bis zur Lieferantenbewertung. Wir sprechen über die drei Kaufarten, die acht Phasen des Beschaffungsprozesses und darüber, warum es fürs Marketing entscheidend ist zu wissen, wer im Unternehmen wirklich mitredet. Vom Techniker bis zum Management.____________________________________________Marketing-News der Woche:Wohin sich Media-Budgets 2026 verschiebenDas neue OWM-Trendbarometer zeigt, dass viele Unternehmen für 2026 mit stabilen oder sinkenden Media-Budgets rechnen, zugleich aber stärker in Wirkungsmessung, Daten und KI investieren wollen. Kampagnen müssen sauber getrackt, klare KPIs festgelegt und Tests entlang der Customer Journey eingeplant werden, statt nur das Budget hochzudrehen.Konsumlaune im Minus: Weihnachtsmarketing wird selektiver⁠Das HDE-Konsumbarometer meldet für November eine sinkende Stimmung, und auch das GfK-Konsumklima bleibt deutlich im Minus. Für Händler und Marken bedeutet das: Weihnachts- und Sale-Kampagnen funktionieren nur, wenn sie klaren Mehrwert kommunizieren, zielgenau ausgesteuert werden und nicht ausschließlich auf Rabatte setzen. Digitale Werbung und Social-Media-Marketing sollten stärker auf Nutzen, Orientierung und Vertrauen einzahlen.⁠Purpose-Marketing: Haltung als Prüfstein für Marken⁠Purpose ist keine schöne Überschrift für Imagefilme, sondern ein Maßstab für tägliche Entscheidungen. Wer in Social Media und Kampagnen große Worte macht, aber im Produkt oder beim Service anders handelt, riskiert Vertrauensverlust. Der Purpose muss sich konkret in Angeboten, Customer Experience und Performance-Kampagnen zeigen. Sonst bleibt er ein Buzzword.Fakeshops buchen Anzeigen bei Google & MetaLaut einer aktuellen Analyse des Verbraucherzentrale Bundesverbands schaltet rund jeder zweite Fakeshop Werbung bei Google oder auf Meta-Plattformen. Für Marketing-Teams stellt sich die Frage nach Brand Safety, seriöse Tracking-Setups und transparente UX.____________________________________________Vernetz dich gerne auf LinkedIn: ⁠https://www.linkedin.com/in/luisbinder/⁠ Instagram: https://www.instagram.com/marketingimkopf/Du hast Fragen, Anregungen oder Ideen? Melde dich unter: marketingimkopf@gmail.com Die Website zum Podcast findest du hier. [⁠⁠⁠https://bit.ly/2WN7tH5⁠⁠⁠]

What if your customers could talk directly to your brand, without scaling your your customer service teams to a 1:1 capacity? This episode is brought to you by Krisp.ai, the all-in-one voice AI that makes every conversation sound professional. With industry-leading noise cancellation, real-time accent conversion, accurate transcription, and smart call summaries, Krisp helps teams and individuals stay clear and productive. Trusted worldwide and powering over 75 billion minutes of conversations each month, Krisp is the easiest way to elevate every call. Try it free at krisp.ai. Agility sometimes requires fundamentally rethinking the core business assumptions around how we fund growth, build teams, and create value.Today, we're going to talk about the strategic decisions that underpin the AI revolution. It's not just about the technology itself, but about the crucial choices leaders make around how to finance innovation, how to structure teams, and how to stay ahead of the curve on what's actually possible versus what's just hype. To help me discuss this topic, I'd like to welcome, Arto Minasyan, Co-Founder & President at Krisp.ai. About Arto Minasyan Arto Minasyan is a visionary entrepreneur and co-founder of Krisp.ai and 10Web, two successful VC-backed startups that collectively raised $28 million and achieved profitability. He leads teams of around 300 professionals across both companies, driving innovation and operational excellence. Under his guidance, Krisp was honored as one of TIME's Best Inventions of 2020, while 10Web's AI Website Builder has powered over one million websites. Arto frequently shares insights on balancing venture capital with bootstrapping, advancing AI voice technology, and building diverse global tech teams beyond Silicon Valley. Arto Minasyan on LinkedIn: https://www.linkedin.com/in/artominasyan/ Resources Krisp.ai: https://www.krisp.ai This episode is brought to you by Krisp.ai, the all-in-one voice AI that makes every conversation sound professional. With industry-leading noise cancellation, real-time accent conversion, accurate transcription, and smart call summaries, Krisp helps teams and individuals stay clear and productive. Trusted worldwide and powering over 75 billion minutes of conversations each month, Krisp is the easiest way to elevate every call. Try it free at krisp.ai. Register now for Sitecore Symposium, November 3-5 in Orlando Florida. Use code SYM25-2Media10 to receive 10% off. Go here for more: https://symposium.sitecore.com/Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com 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

You want repeat customers and loyal fans, right? Of course you do - this is a key to your success. In today's episode, I share 3 steps to do just that!

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the common misconceptions surrounding pricing and customer retention. He emphasizes that many businesses misdiagnose their issues as pricing problems when, in fact, the root cause often lies in the customer experience. Through various examples and case studies, John illustrates the importance of understanding customer needs, improving service quality, and focusing on key performance indicators to drive business growth. He also highlights the need for leaders to shift their mindset regarding pricing pressures and to prioritize delivering exceptional experiences to their customers. Takeaways: Price is often used as an excuse for business failures. Customer experience is crucial for retention and loyalty. Many companies misdiagnose retention issues as pricing problems. Understanding customer needs goes beyond just asking them. Key performance indicators should focus on what truly drives growth. The experience provided can justify higher prices. Leaders need to shift their mindset about pricing pressures. Effective communication with customers is essential for retention. Improving service quality can lead to increased sales and customer loyalty. Businesses should focus on earned growth rather than bought growth. Chapters: 00:00Introduction and Personal Updates 02:07Price Myth Busting: Understanding Customer Perception 07:27The Importance of Customer Experience in Retention 12:18Identifying Key Performance Indicators (KPIs) for Success 18:45Value vs. Price: The Customer Experience Perspective 23:44Mindset Shifts for Leaders Facing Pricing Pressure Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Price Myths: https://thedijuliusgroup.com/4-price-myth-busters/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

We are joined by our producer extraordinaire, Alex Giroux the Associate Director of Brand and Customer Experience at Agital to talk all things marketing from the brain of an ad agency leader. From how direct mail is so cool that Kat keeps hers (but somehow is responsible enough to develop disposable camera pictures) to AI content creation, Alex has us covered on the latest and greatest marketing trends for both B2B and B2C. Whether you are in marketing or in business, this episode should resonate for you! And if it doesn't, you can just watch the YouTube with the sound off like Ian. If you enjoy the pod, and want to keep our bosses happy, please click here: https://www.cisco.com/site/us/en/solutions/small-business/index.html

“We're building for an agile future — one where messaging channels can finally talk to each other.” — Ariel Reid, VP of Customer Experience, GCH Technologies In this Technology Reseller News podcast, Doug Green, Publisher of TR Publications, speaks with Ariel Reid, Vice President of Customer Experience at GCH Technologies, about the company's mission to modernize the wireless messaging and voice ecosystem. Although GCH Technologies is a young company, its team brings over 50 years of combined telecom experience — spanning carriers, aggregators, enterprises, and CPaaS providers. Reid explains that GCH's role as a vendor-neutral platform allows it to help participants across the wireless ecosystem operate more efficiently, transparently, and securely. Reid discussed how messaging infrastructure has evolved into a fragmented patchwork of channels — including SMS, RCS, toll-free messaging, and branded calling — each governed by separate technologies, onboarding rules, and compliance frameworks. “These silos, while well-intentioned, have made it easier for threat actors to exploit gaps between channels,” she noted. GCH's mission is to unify and simplify communication across these environments while preserving flexibility for carriers and enterprises. AI plays a pivotal role in this modernization effort. Reid emphasized that while AI introduces new risks, it also strengthens defense. “For every mousetrap we build, bad actors are building one too — but AI helps us move just as fast, flagging anomalies and onboarding legitimate actors more efficiently,” she explained. A major milestone for GCH arrives January 1, 2026, when the company assumes responsibility for managing the U.S. Short Code Registry in partnership with the CTIA. This transition represents a significant modernization effort for the messaging industry. “We're ensuring continuity while introducing a more modular, data-driven, and future-ready platform,” Reid said. The initiative will centralize information, improve security, and create new opportunities for data-driven collaboration across the ecosystem. For information about the short code registry transition and GCH's modernization initiatives, visit gchtech.com or usshortcodetransition.com. Software Mind Telco Days 2025: On-demand online conference Engaging Customers, Harnessing Data

Digital intelligence is reshaping how organizations work, and success depends on integrating multiple domains, using real-time analytics, and ensuring strong cyber protections as data grows and risks increase  This week, Dave, Esmee, and Rob talk with Chris Carter, Director - Key Accounts and Australia at BAE Systems Digital Intelligence, to explore the fast-moving world of digital intelligence, data, and analytics and dive into the complexities of the work, how rapidly the landscape is evolving, and the major challenges organizations face today.  TLDR:00:41 Introduction of Chris Carter03:00 Rob is confused by the idea of renting out brain capacity for compute power07:13 Chris discusses the fusion of data, AI, and human judgment in complex environments34:30 Are we giving enough attention to human cognitive capacity?42:34 Rugby tickets with the family  GuestChris Carter: https://www.linkedin.com/in/chriscarter3/ HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/ ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini 

Datenqualität und Cruise Turbo bei passolution. Wie „Invisible Tech“ Beratung, Operations und Customer Experience verbindet – und warum Updates direkt an Endkund:innen der nächste Schritt sind habe ich in dieser Episode des Podcast der Touristik mit dem passolution CEO und Gründer, Dennis Zimon diskutiert. Wie immer wünsche ich viel Freude beim #schlauhören Roman Borch, Podcaster & Producer travelholics.media

Applaus, der Verhalten verändert. 36 Prinzipien, die sofort greifen. Und echte ROI-Projekte, bei denen Teilnehmende in acht Wochen sichtbar wachsen. In dieser Folge nehmen dich Alexandra Nagy und Barbara Aigner mit zu Dale Carnegie Austria – dorthin, wo Customer Experience nicht gelehrt, sondern erlebt wird. Peter Dziergas zeigt, wie du vom „Titanic-Mindset“ (Klassen, Grenzen, Schranken) zu Human by Design kommst: KI als Verstärker deiner Stärken, Routine an Maschinen – Fokus auf Beziehung, Wirkung, Serviceexzellenz. Das Ergebnis? CX, die nicht nach PowerPoint klingt, sondern nach Gänsehaut.

What if your customers could talk directly to your brand, without scaling your your customer service teams to a 1:1 capacity? This episode is brought to you by Krisp.ai, the all-in-one voice AI that makes every conversation sound professional. With industry-leading noise cancellation, real-time accent conversion, accurate transcription, and smart call summaries, Krisp helps teams and individuals stay clear and productive. Trusted worldwide and powering over 75 billion minutes of conversations each month, Krisp is the easiest way to elevate every call. Try it free at krisp.ai. Agility sometimes requires fundamentally rethinking the core business assumptions around how we fund growth, build teams, and create value.Today, we're going to talk about the strategic decisions that underpin the AI revolution. It's not just about the technology itself, but about the crucial choices leaders make around how to finance innovation, how to structure teams, and how to stay ahead of the curve on what's actually possible versus what's just hype. To help me discuss this topic, I'd like to welcome, Arto Minasyan, Co-Founder & President at Krisp.ai. About Arto Minasyan Arto Minasyan is a visionary entrepreneur and co-founder of Krisp.ai and 10Web, two successful VC-backed startups that collectively raised $28 million and achieved profitability. He leads teams of around 300 professionals across both companies, driving innovation and operational excellence. Under his guidance, Krisp was honored as one of TIME's Best Inventions of 2020, while 10Web's AI Website Builder has powered over one million websites. Arto frequently shares insights on balancing venture capital with bootstrapping, advancing AI voice technology, and building diverse global tech teams beyond Silicon Valley. Arto Minasyan on LinkedIn: https://www.linkedin.com/in/artominasyan/ Resources Krisp.ai: https://www.krisp.ai This episode is brought to you by Krisp.ai, the all-in-one voice AI that makes every conversation sound professional. With industry-leading noise cancellation, real-time accent conversion, accurate transcription, and smart call summaries, Krisp helps teams and individuals stay clear and productive. Trusted worldwide and powering over 75 billion minutes of conversations each month, Krisp is the easiest way to elevate every call. Try it free at krisp.ai. Register now for Sitecore Symposium, November 3-5 in Orlando Florida. Use code SYM25-2Media10 to receive 10% off. Go here for more: https://symposium.sitecore.com/Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com 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

In this episode, Peter Maddison and Dave Sharrock welcome Rick Delisi, Lead Research Analyst at Glia and co-author of "The Effortless Experience" and "Digital Customer Service," to discuss how AI is transforming customer service in banking and credit unions.Rick reveals why the future of contact centers isn't about eliminating human interaction; it's about automating the routine so humans can focus on building real relationships. Learn how banks are breaking the age-old trade-off between efficiency and customer experience, and why starting with internal-facing AI tools is the safest path to transformation.Discover the surprising truth about which customer satisfaction metric actually predicts loyalty (hint: it's not what most companies are measuring), and why customer expectations for AI are shaped more by bad experiences with other companies than by anything your organization does.THREE KEY TAKEAWAYS:1. AI for Everyone, Not Just Customers: AI can transform your entire organization, from helping frontline agents with real-time guidance, to giving managers instant analysis capabilities, to enabling executives to make data-driven strategic decisions. The most successful implementations use AI across all levels: customers, agents, managers, and executives.2. Start Internal, Then Scale Outward: Begin with internal tools that help agents, managers, and executives first. This builds confidence, allows teams to experience the technology firsthand, and creates incremental improvements that build organizational trust. By the time you roll out customer-facing AI, your entire team understands and trusts the system.3. The best predictor of customer loyalty isn't satisfaction scores or Net Promoter Score, it's the Customer Effort Score. Ask customers, "How much effort was required for you to get what you needed?" after each interaction. Low-effort experiences drive loyalty, and this metric gives you actionable insights into where to improve your service processes.CONTACT US:Email: feedback@definitelymaybeagile.comDefinitely Maybe Agile explores the complexities of adopting new ways of working at scale, covering digital transformation, agile practices, and DevOps in enterprise environments.#AI #CustomerService #Banking #DigitalTransformation #ContactCenter #CreditUnions #CustomerExperience #Glia #FinancialServices #AgileTransformation

In this episode of Builders Wanted, we're joined by Filip Verley, Chief Innovation Officer at Liminal. Filip sheds light on the challenges companies face with increasing fraud due to advances in generative AI and deepfakes, and the importance of balancing security with customer experience. The conversation covers practical strategies for unifying data across teams, leveraging behavioral signals, and investing in converged identity platforms.-------------------Key Takeaways: Digital fraud is rapidly evolving due to generative AI and deepfakes, making it harder for companies to distinguish between real and fake interactions.Unifying data and aligning company goals around trust and security is essential for effective fraud prevention.Balancing customer experience with security requires smart, context-aware friction and continuous monitoring.-------------------“ The best teams or organizations don't think in an either-or, it's the balance. They always are able to balance and they design these systems to adapt to what they need.  It's not just about reducing the fraud, it's making sure that users are protected without slowing them down. Smart friction.” – Filip Verley-------------------Episode Timestamps:‍*(01:52) - How generative AI and deepfakes are making fraud detection harder ‍*(04:07) - Insights from Liminal's Seminal Report‍*(16:19) - Why behavioral intent is a game changer for fraud detection‍*(22:54) - The 4 layers of defense every company needs ‍*(25:52) - Where companies are investing for the biggest impact‍*(35:13) - Quick hits-------------------Links:Connect with Filip on LinkedInRead Liminal's Seminal ReportConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorBuilders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what's next? Learn more at twilio.com.  Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Hey CX Nation,In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on.Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026.We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create some of the best customer focused business leader content, including short episodes like these CXWeekly updates that are digestible, actionable & most importantly entertaining for all of you.Huge thanks for all of you who helped to celebrate our 5 year anniversary of building CXChronicles, it's been a hell of a journey. Approaching 300+ episodes of customer focused business contentWorked with 150+ companies across the world helping make customer & employee happiness a habitPartnered with biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks.Launched CXC Healthzone Intelligence Platform, go see how your company's CX stacks up the rest. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact 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!!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #271, we welcomed Marcus Smith, CEO at Cloud Trailz based in Atlanta, GA. Cloud Trailz offers their customers Saleforce help without all of the hassle by providing professional, expert users that come with the playbooks required to achieve utilization & success with the world's largest CRM. In this episode, Marcus 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 experiences.**Episode #271 Highlight Reel:**1. Salesforce utilization management in today's world  2. Why you might be over-building your CRM 3. Implementing tech changes within an organization  4. Building playbooks to guide your team & create consistency  5. Leveraging 360 feedback to build high-performing teams Click here to learn more about Marcus Smith Click here to learn more about Cloud TrailzHuge thanks to Marcus for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact 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!!

Navigating the Tech Landscape: A Guide for Growing Ecommerce BusinessesChoosing the right technology can make or break your business as it scales. This episode delves into the critical decisions ecommerce leaders face when selecting tech solutions that align with their growth strategies. Our guest, Lauren Muir, was the Head of Ecommerce at Oh Polly as it grew to £130m+ in online sales. She's seen first hand the challenges in selecting the right tech to enable growth, and has practical advice based on experience of solving these problems.Understanding how to leverage technology effectively is key to staying competitive and meeting customer demands.Why listen?Insights from two industry experts on the latest tech trends. Learn how to evaluate technology options that fit your business needs. Discover strategies to future-proof your eCommerce operations.Key Discussion Points:Understanding the tech needs of a growing business: explore how technology requirements evolve as an ecommerce business matures and the importance of aligning tech choices with business goals. Evaluating tech solutions: criteria for selecting the right technology, including scalability, integration capabilities and cost-effectiveness.The role of data: how data-driven decision making can enhance customer experience and drive growth.Balancing innovation & stability: the challenges of adopting new technologies while maintaining operational stability. Future proofing your tech stack: tips on building a flexible tech infrastructure that can adapt to future challenges.Tune in to help your ecommerce business make the right technology choices and plan for sustainable growth.Chapters:[00:30] Introductions & Lauren's Ecommerce Journey[06:30] How Brand Maturity Impacts Tech Decisions[09:30] The Pros & Cons of App Stacks[19:00] Evaluating Technology Solutions[28:00] Considerations forAnalytics and Customer Experience[37:00] Balancing Innovation, Performance and Stability[46:00] Future-Proofing Tech Stacks[56:00] ConclusionsSubscribe to get the latest trends and insights in ecommerce direct to your inbox: ⁠⁠http://eepurl.com/gJFLtj⁠

Here's a truth most car dealerships don't want to admit: people don't hate buying cars. They hate buying cars from salespeople who make the customer experience painful. That's the challenge Brendan Carlington from Mount Pleasant, Michigan brought to me on a recent episode of Ask Jeb. Brendan jumped back into auto sales this year after spending time in other industries and he noticed something big. Traditional sales positions are disappearing. Customers can research everything online, get quotes instantly, and even start negotiations with a click. What's missing is training that teaches sales pros how to create an experience people actually enjoy. The vehicle isn't the differentiator. The experience is. Why the Experience Matters More Than the Product I told Brendan something I have felt for a long time. Customers already know what they want before they walk into the dealership. They have seen every trim, every feature, every price point. What they do not know is whether they will enjoy the buying process. That is where you, the salesperson, become the product. Your job is not just to sell the car. Your job is to guide your customer through the process, reduce friction, build trust, and make them feel confident that they are making the right decision. When I buy a car, I already know what I want. If the experience is miserable, I put it off. If I know it will be smooth, engaging, and human, I buy immediately. Modern buyers are craving a guide, not a grinder. The Power of Frameworks Brendan had a simple but powerful philosophy. He said there are three conditions to win: sell a car, give the customer a great experience, and make as much money as possible without compromising those things. That mindset is exactly what great sales frameworks are built on. A framework gives you rails to run on while keeping you flexible in the conversation. It is not a script. It is a repeatable system that lets you adapt to the customer while staying disciplined. When you take complex sales processes and make them simple and repeatable, you create reliability and confidence. That principle is at the heart of fanatical prospecting and objection handling. Learning to simplify complex ideas into actionable steps separates average salespeople from top performers. How to Become the Trusted Guide If you are in car sales or any sales role where buyers can research online, here is the playbook: Unpack your customer's fears. They walk in with emotional baggage from past experiences. Acknowledge it. Ask better questions. The more they talk, the better they feel. When the customer does most of the talking, they have a good experience. Create a VIP moment. Buying a car is a milestone, not a transaction. Build a repeatable system. Know your greeting, discovery questions, and closing flow cold and practice it until it is second nature. Using systems that focus on outcomes, such as first-time appointments, conversion rates, and pipeline velocity, makes the difference between a salesperson who spins their wheels and one who consistently drives results. Practicing this every day builds the kind of discipline that leads to consistent performance and customer loyalty. Making It Fun Again Brendan shared something I loved. Before car sales, he worked in the Vegas nightlife industry and he asked, “Why can't buying a car be fun?” That is the kind of thinking that transforms an industry. Fun does not mean loud music or strobe lights. It means energy, curiosity, and enthusiasm. When people enjoy buying from you, they tell everyone they know. If your dealership or team has lost that spark, it is time to rebuild your sales culture. Focus on making the customer experience unforgettable. Strong sales leadership and coaching techniques help teams focus on guiding the buyer through the process instead of just pushing products. Developing those skills consistently pays huge dividends in customer retention and referrals.

"Bringing the escape room to the classroom." I might be just a teeny bit obsessed with disguising learning as play, and being tricked into learning. There is a joy to figuring things out for yourself, and iterating on past knowledge to further your skills. Besides the fun of solving puzzles, there is also a real sense of collaboration and the payoff from combining observation skills with critical thinking. Enter educator Adam Bellow. He saw the potential in escape rooms to hone the soft skills of team-building, communication, and problem solving. So he created his company, Breakout EDU, to bring escape rooms to the classroom. This comes in the form of a kit that includes multiple locks, cipher wheels, and black lights, and other props. Then on the Breakout EDU platform, teachers can choose from thousands of games, resetting the Breakout EDU kit to fit the game format. Adam joins us on Reality Escape Pod to talk about creating escape rooms for kids, especially in an academic setting. The Breakout EDU games all adhere to an academic curriculum, and also incorporate their "4 Cs" - communication, collaboration, critical thinking, and creativity. I really enjoyed learning about the "4 C" cards that students use to explore different concepts after the game. These cards ask follow-up questions like "How would this game work if you didn't play verbally?" Even as an adult, playing escape rooms has helped me learn to be a better team player. I'm glad that school kids today have this opportunity too. To learn more, visit the Breakout EDU website or check out the resources below.   Full Shownotes   Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and COGS. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   Support Us On Patreon Today Love escape rooms as much as we do? At Room Escape Artist, we've been analyzing, reviewing, and exploring the world of immersive games since 2014. We help players find the best experiences, and push the industry forward with well-researched, rational, and reasonably humorous escape room and immersive gaming content and events. By becoming a Patreon supporter, you're not just backing a blog — you're fueling a mission to make the escape room and immersive gaming community stronger, more thoughtful, and more connected. Access exclusive Patreon content such as: The Bonus Aftershow The Spoilers Club Early access to escape room Tour tickets and REA articles. Your Patreon support goes toward our mission: paying our contributors, funding our infrastructure, and supporting deep research and industry advocacy.   PG's Playhouse If you love wordplay, puzzles, and trivia, this is the podcast for you! PG's Playhouse recreates a fun game night, all in a short, 30-minute format. Of course, what's game night without making new friends? We bring on different guests for the different episodes. Each episode features a puzzle packed with wordplay and trivia, a short chat with the guest, and a segment exploring an interesting topic. I hope you'll take a listen and play along with us at PG's Playhouse.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   Production Credits Hosted by David Spira & Peih-Gee Law Produced by Theresa Piazza Supported by Lisa Spira Edited by Steve Ewing Music by Ryan Elder Logo by Janine Pracht  

In Nigeria, tens of millions of people live without access to reliable power. Utibe Bassey grew up in Lagos, and knows what it's like to not have electricity to perform simple daily tasks. When she moved to the United States as a teen, she didn't think much about electric utilities. But she did think about how managers treat employees – a thought spurred by an unfortunate instance she witnessed while working at a fast food chain. Ever since then, Utibe has refined her personal philosophy, “Love as a KPI,” which prioritizes kindness and human connection in the workplace. As we prepare for our season six launch, we bring you one of our favorite episodes from season three of With Great Power. In this rerun episode, Utibe tells Brad about how she puts her personal philosophy to work at Dominion Energy, where she is vice president of customer experience. She also talks about what it means to work in the power industry, having lived without access to reliable power in her youth.  Credits: Hosted by Brad Langley. Produced by Erin Hardick. Edited by Anne Bailey. Original music and engineering by Sean Marquand. Stephen Lacey is executive editor. The GridX production team includes Jenni Barber, Samantha McCabe, and Brad Langley.

When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel.You'll hear how to combine quick, purposeful interviews, observational studies, and analytics for a full picture of what customers think, feel, and do. We also unpack where AI fits in—how NLP, speech analytics, and social listening reveal patterns at scale, while humans still guide the questions and actions.From frontline insights to early warnings of silent churn, we cover practical ways to detect issues, act fast, and close the loop. You'll leave with five essentials for building a connected feedback ecosystem and turning listening into lasting improvement.Resources Mentioned:Learn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Shoppers won't wait to switch brands after a poor customer experience. WARC's Anna Hamill and Rica Facundo discuss how marketers can close the customer experience gap, based on insights from the recent WARC Guide.

Welcome to the Artificial Intelligence Podcast with Jonathan Green!In this episode, we delve into the profound impact of AI on customer experience with our esteemed guest, Mary Poppen. With over two decades of experience in the B2B SaaS technology space, Mary shares her insights on how businesses can strategically use AI to enhance customer interactions while avoiding common pitfalls.Mary emphasizes the importance of balancing AI's scalability with human oversight to maintain a high-quality customer experience. She discusses how data and AI can be leveraged to predict customer needs and personalize interactions, ultimately strengthening customer loyalty and improving satisfaction.Notable Quotes: "The beauty of AI is not just in automating tasks, but in uncovering insights from data that we could never discern as humans." - [Mary Poppen]"AI is most effective when it enhances, rather than replaces, the human touch in customer interactions." - [Mary Poppen]"If AI's learning from bad information or no one is checking the validity, it's just perpetuating bad advice." - [Mary Poppen]"A customer's journey should be defined by their needs and experiences, not just by the available technology." - [Mary Poppen]During the episode, Jonathan and Mary explore the idea that AI should not substitute direct communication between businesses and customers but rather complement it. They discuss the role of AI in interpreting vast amounts of customer data to predict behaviors and improve service delivery. Connect with Mary Poppen:LinkedIn: https://www.linkedin.com/in/marypoppen/Mary introduces her organization's approach to integrating employee and customer experience, using AI to create efficiencies and enhance the overall experience for both. For companies looking to refine their customer experience strategy with expert guidance, this episode is full of valuable insights and practical advice.Tune in to discover how AI can revolutionize customer experience while maintaining the crucial human element that defines excellent service.Connect with Jonathan Green The Bestseller: ChatGPT Profits Free Gift: The Master Prompt for ChatGPT Free Book on Amazon: Fire Your Boss Podcast Website: https://artificialintelligencepod.com/ Subscribe, Rate, and Review: https://artificialintelligencepod.com/itunes Video Episodes: https://www.youtube.com/@ArtificialIntelligencePodcast

Many leaders still believe emotions don't belong in business. That limiting belief creates workplaces where employees stay quiet when problems appear, avoid taking ownership for customer outcomes, and follow directions even when they see flaws that will affect customers. Fear is data. It signals when people feel unprepared, unsupported, or uncertain about priorities. When leaders ignore those signals, communication erodes, decision quality declines, and customers experience preventable mistakes and service failures. In this episode of Doing CX Right®, Stacy Sherman talks with Kristen Kavanaugh, a former U.S. Marine Corps officer and Tesla culture executive, about how courageous leadership turns fear into insight and action. Kristen shares what she learned from leading Marines in high-stakes missions and from developing leaders inside Tesla's fast-moving production environment. She explains how confronting fear directly, whether in military operations or corporate transformation, builds discipline, transparency, and faster, more confident decisions that protect both employees and customers. From listening to this episode, you will learn how to: Identify behaviors that show fear is influencing team performance Use emotional data to uncover leadership and operational risks before they reach customers Practice courageous leadership that encourages honesty and customer accountability Replace avoidance with structured communication that drives faster resolution Apply proven methods from Tesla and the military to enhance results under pressure Listen now to hear why emotions are not a side effect of business; they are the business and shapes every decision, every interaction, and every outcome. As Stacy Sherman says: "Emotions are the experience, and matters FAR more than you think.™" Learn more at DoingCXRight.com. Book time with Stacy through this link.

This episode is brought to you by Commerce.As AI transforms how people discover and shop, one question looms large: how will payments evolve to keep up?In this episode of Retail Remix, host Nicole Silberstein sits down with Rob Cameron, a self-described “payments nerd” and Global Head of Acceptance Solutions at Visa, to explore how the rise of agentic AI — where intelligent AI agents handle everything from product discovery to checkout — is shaping the future of commerce, and with it payments.Rob shares how Visa is preparing for this shift with its Trusted Agent Protocol, a framework designed to make AI-driven transactions secure, seamless and scalable. From managing fraud and data privacy to redefining consumer trust, this conversation dives deep into the payment infrastructure that will be required to enable this next era of ecommerce. Key Takeaways:How the emergence of agentic commerce will change how payments are processed and protected;Why consumer confidence will determine the pace of AI-driven transactions;What retailers should do now to prepare their websites and systems for shopping that takes place wholly on AI platforms; andHow Visa's agentic toolkit is empowering brands to experiment with natural language-driven payment experiences.Related LinksExplore how Visa is innovating across AI and digital commerceRelated reading: Visa, Mastercard, PayPal Dive into Agentic Era with Tools that Help Consumers ‘Use AI to Buy'Get more insights on retail innovation and emerging tech on Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

Customer experience is the new gold — valuable, and becoming more valuable.In this episode of The Value Creators Podcast, Hunter Hastings speaks with Sujay Saha, CEO of Cortico-X, a leader in experience design, to explore how the world's most forward-thinking companies are reshaping customer experience in the AI era.Sujay introduces a new discipline — experience-led architecture — where strategy, design, and technology converge to create experiences that reflect customer needs instead of reacting to them. He also explains how to measure the true ROI of experience, proving its financial impact beyond customer satisfaction scores.Finally, he shows how AI is changing the way organizations understand people — blending data with emotion to design interactions that drive loyalty, trust, and long-term value.Key Insights:Businesses should design experiences, not just processes. Experience-led businesses grow faster because they see every interaction as a design opportunity.Prove the ROI of experience. Customer experience is measurable — and profitable — when tied to clear business outcomes.Blend objective data and subjective emotion. The future of business intelligence is human intelligence — understanding not just what customers do, but how they feel, and why.If you want to future-proof your business around people and their experiences — not just products and processes — this episode is essential listening.Resources:➡️ Learn What They Didn't Teach You In Business School: The Value Creators Online Business CourseConnect with Sujay Saha on LinkedInLearn more about Cortico-XConnect with Hunter Hastings on LinkedInSubscribe to The Value Creators on Substack

Send us a textRetailers plan the lightest holiday hiring since the Great Recession, but spending is still projected to top $1T.We dig into:Why demand smoothing and e-comm shift cut seasonal rolesHow “slower” in-store flow can increase basket sizeWhat segmentation and channels mean for labor needsWhy tariff headlines often overstate price impactActionable takeaways for leaders on staffing, ops, and margin protection.Chapters00:30 Holiday Season Retail Trends06:12 E-commerce Impact on Retail Hiring11:51 Customer Experience and Retail Staffing18:42 Understanding Consumer Spending DynamicsConnect With Management Consulted Schedule free 15min consultation with the MC Team. Watch the video version of the podcast on YouTube! Follow us on LinkedIn, Instagram, and TikTok for the latest updates and industry insights! Join an upcoming live event - case interviews demos, expert panels, and more. Email us (team@managementconsulted.com) with questions or feedback.

Join Rob Rose as he shares recorded highlights from the Automotive Event hosted by Channel Performance in the UK entitled “Rev up your Revenues with Data Analytics”.At the event held at the Silverstone International Grand Prix Circuit, special guest Verity Mercer, Head of Customer Experience and Quality at Renault Group held a Q&A session alongside Ipsos Channel Performance Head of Client Success in the UK, Kendra Jones.As a result of the questions and the discussions that followed, insights were shared on a number of key topics, from how Renault Group use Mystery Shopping alongside other research initiatives to create a full picture of how dealerships operate, through to the bold and innovative steps they have taken to achieve buy-in and position their Mystery Shopping activity as a valuable insight and learning tool.At a time in the industry where changes such as the growth in demand for electric vehicles are shifting the requirements customers have in a dealership environment, the conversation also highlights how key priorities have been developed and acted upon.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DeJulius discuss the importance of fostering a 'yes' culture in customer service. They explore how the word 'no' can negatively impact customer interactions and emphasize the need for employees to focus on what they can do to assist customers. Through engaging anecdotes, including the milkshake metaphor from Cameron Mitchell restaurants, they illustrate how empowering employees to say 'yes' can enhance customer satisfaction and loyalty. The conversation also touches on the role of leadership in creating an environment where employees feel confident to say 'yes' and the potential of AI in improving customer service experiences. Takeaways: The word 'no' should be eliminated from customer service interactions. Empowering employees to say 'yes' enhances customer satisfaction. A positive mindset is crucial for effective customer service. Leaders must create a culture that supports employee autonomy. Understanding customer needs is key to providing excellent service. Training employees to focus on solutions rather than problems is essential. The milkshake metaphor illustrates the importance of a 'yes' culture. Regularly auditing policies can help identify areas for improvement. AI can streamline customer service but should not replace human interaction. Storytelling is a powerful tool in reinforcing company culture. Chapters: 00:00Welcome and Introduction 02:13The Power of 'Yes' in Customer Service 08:10The Milkshake Metaphor 16:23Empowering Employees to Say 'Yes' 19:58Creating a 'Yes' Culture 26:38The Importance of Customer Experience 34:02Final Thoughts and Takeaways   Links: HBR Article, Stop Trying to Delight Your Customer: https://hbr.org/2010/07/stop-trying-to-delight-your-customers Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com    

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Tune into Let's Talk Loyalty and Loyalty TV to hear from Sid Krishna, Vice President of Carnival Cruise Line, on how Carnival is elevating the customer experience as a key party of earning customer loyalty through fleet innovations, exclusive island enhancements and a reimagined loyalty program launching in 2026, Carnival Rewards.Sid shares how new and upgraded ships, destination developments like Celebration Key, and a simplified, more engaging loyalty program structure are designed to build trust and emotional connection with guests. Sid also provides insights and reflections on the strong early customer response to Carnival Rewards and how Carnival heard and addressed this feedback in a trusting and respectful fashion as a part of how Carnival is leading the industry in customer experience, trust, and loyalty.Hosted by Bridget Blaise-Shamai Show Notes:- 1) Sid Krishna2)Carnival Cruise Line3) Book recommendation: Bring the Noise: The Jürgen Klopp Story

 In this second episode of the special AI mini-series, we now explore the human side of transformation, where technology meets purpose and people remain at the center. From future jobs and critical thinking to working with C-level leaders, how human intervention and high-quality data drive success in an AI-powered world.This week, Dave, Esmee, and Rob talk to Indhira Mani, CDO at Intact Insurance UK, about the Love for data, insights on leadership, resilience, and preparing the next generation for what's next.    TLDR:01:30 Introduction of Indhira Mani and Scotch whisky05:45 Explaining the State of AI mini-series with Craig07:12 Conversation with Indi about her boyfriend called Data 38:33 Umbrella Sharing in Japan and the trust on AI45:15 The British Insurance Award and Women in Tech finalist GuestIndhira Mani: https://www.linkedin.com/in/indhira-mani-data/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/with co-host Craig Suckling: https://www.linkedin.com/in/craigsuckling/ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Delivering on expected moments don't make your experience trite, it makes it feel comfortable and familiar.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

⁠Carlos Hoyos⁠⁠⁠⁠⁠⁠⁠⁠⁠, business advisor, coach executivo global sênior, membro da ⁠⁠⁠⁠⁠⁠⁠⁠⁠Forbes Coaches Council⁠⁠⁠⁠⁠⁠⁠⁠⁠, CEO/Founder do ⁠⁠⁠⁠⁠⁠⁠⁠⁠Elite Leader Institute⁠⁠⁠⁠⁠⁠⁠⁠⁠, bestseller internacional, autor de 7 livros, e host do Podcast Líder de Elite, conversou com Márcio Oliveira sobre Relacionamento antes do Marketing e o Poder da Conexão Genuína.Neste episódio, Márcio Oliveira, LinkedIn Top Voice, especialista em estratégias de relacionamento e Customer Experience, revela como construir marcas autênticas que criam conexões duradouras e um legado que transcende vendas, desmistificando o marketing superficial e a cultura corporativa vazia. Pontos Chave: Relacionamento Antes do Marketing, Customer Experience, Cultura Organizacional, Propósito e Valores, Autenticidade Digital, Marketing com Propósito, Legado Empresarial, IA e Conexão Humana.Márcio Oliveira é LinkedIn Top Voice, especialista em estratégias de relacionamento e Customer Experience, com vasta experiência em ajudar empresas a construir culturas autênticas e marcas que geram conexão genuína e duradoura.Siga o Podcast Líder de Elite para mais conversas transformadoras!#topvoice #marketing #relacionamento #networking #autenticidade

We're re-releasing our very first episode of 2025 for a special reason - author Tiffani Bova was keynote speaker at this week's Grand Summit Conference in Seattle!  When Colin and I discussed "The Experience Mindset" at the start of this year, we had no idea she'd soon be joining us to explore our conference theme: "The Intersection of Leadership & Technology." Her insights on how Customer Experience and Employee Experience are intricately intertwined made this the perfect way to kick off the Summit, examining why companies that excel in both areas achieve true growth and success.Today's Podcast is brought to you by PaintScout. 

How do brands create customers who stay for years or even decades? In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love. Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it's a growth engine. You'll learn:The #1 factor that determines whether customers returnWhy customer experience is more emotional than operationalThe “Ruth Story” - how one pair of glasses changed John's entire view on CXHow to scale empathy, trust, and personalization across big organizationsWhat brands get wrong when implementing AI in customer experienceThe future of CX and what will matter most in the next 12 months If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value.Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&t=1864s Key Moments:0:00 Meet John Boccuzzi, Jr.3:20 What Customer Experience Really Is5:20 The “Ruth Story”: Creating Emotional Loyalty10:10 Why Having a Point of View Builds Trust15:15 Training Teams to Deliver Great CX18:55 Scaling Emotional Customer Experiences23:30 How AI Fits Into Customer Experience29:55 The Power of First Impressions33:25 How Brands Stay Relevant Today37:15 Make the Customer Journey Simple42:55 The Future of Personalization49:15 Common Misconceptions About CX50:27 A Trend to Bet On (That Isn't AI) –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more 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.

This week on The Home Builder Digital Marketing Podcast, we share an exclusive presentation from the 2025 Home Builder Digital Marketing Summit with Elicia Azali of Beazer Homes. Elicia offers lessons on how Beazer Marketing aligns brand strategy with sales and marketing execution to create lasting customer impact. https://www.buildermarketingpodcast.com/episodes/293-how-brand-shapes-customer-experience-elicia-azali

This week on Skip The Queue we explore the science behind ensuring good visitor experiences, by looking at the role data has to play in thisJoining me are two experts in this field, Professor Jim Deegan, economist, tourism policy expert, and founder of the National Centre for Tourism Policy Studies at the University of Limerick, and Ernesto Sánchez- Batista, an expert in destination planning and digital transformation.Together, they have been instrumental in developing a new Tourism Data Dashboard. This has been utilised to transform the visitor experience at The Cliffs of Moher, one of  Ireland's most iconic landmarks.Let's find out how, and what they've achieved.  We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.Download your FREE copy here: https://pages.crowdconvert.co.uk/skip-the-queue-playbookSkip the Queue is brought to you by Crowd Convert. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.Show references:  Jim Deegan - PHD Scholar of Cliffs of Moer Projecthttps://www.cliffsofmoher.ie/https://www.irishexaminer.com/business/economy/arid-41721501.htmlhttps://www.linkedin.com/in/jim-deegan-94438b2a/Jim Deegan is the Director of the National Centre for Tourism Policy Studies (NCTPS), University of Limerick(UL), a member of the Economics Department( Head of department, 2011-2016) ) and Professor of Tourism Policy. He is an economist by training and his research interests and publications are in all facets of public policy for tourism. Jim is a highly cited author in tourism economics/policy papers and he acts as a referee for all the top rated international journals in tourism and has served on editorial boards of numerous journals that have included the Cornell Quarterly and Tourism Economics. As director of the NCTPS at UL he has raised more than €6 million through project research and philanthropic donations  that has funded research scholarships for more than 25 students to study tourism at postgraduate level. Jim has undertaken project research on behalf of the World Bank, The European Commission, Eurostat, The Irish Government, Failte Ireland, Tourism Ireland, the Marine Institute, the Law Society and many other public and private sector organisations across the world. He was the project lead for the team that delivered Ireland's first Tourism Satellite Account in 2004.Jim has served on numerous public and private sector committees/boards on tourism issues over the last 25 years and was a founding member of the Business Tourism Forum of Failte Ireland  from 2004 and was appointed to the Board of The National Tourism Development Authority( Failte Ireland) by the Minister for Transport, Tourism and Sport in 2013. He is currently a board member of the Birr Scientific and Heritage Foundation. Jim was the founding chairman and a shareholder in Treaty Radio Ltd that was sold to UTV PLC for €15.7million in 2002. Ernesto Batista Sánchez - PHD Scholar of Cliffs of Moer Projecthttps://www.ul.ie/business/departments/department-economics/research/national-centre-tourism-policy-studieshttps://www.linkedin.com/in/ebats/Ernesto Batista Sánchez is a PhD researcher at the National Centre for Tourism Policy Studies (NCTPS), Kemmy Business School, University of Limerick, Ireland. Prior to this, he worked as an Assistant Professor in Tourism programmes at the University of Holguín, Cuba. He graduated with a first-class honours MA in International Tourism from the University of Limerick in 2020 and holds a PhD from the University of Holguín (2024). His research explores the application of technology and data analysis in tourism. The 2025 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsTake the Rubber Cheese Visitor Attraction Website Survey Report

"Quietly ambitious and a bit unhinged." Somewhere in the Midwest, a talented young couple is quietly building an escape room empire. Their company, 60 to Escape, has over 12 different escape rooms across 3 locations, a puzzle-filled mini-golf experience, and a haunt so extensive and scenic that it was used as the set for a horror movie called Haunt Season on Amazon Prime. Stephen Kristof literally has entertainment in his blood. His parents owned a family entertainment center, and he grew up bouncing around mini-golf, go carts, and fixing the arcade machines. Growing up, Stephen always wanted to work at a haunt, but he was too young. So at the ripe young age of thirteen, he presented his parents with business plan for opening up his own haunt, and his first venture was born. In the course of running the haunt, they brought in a talented young SFX makeup artist named Stevie Calabrese (now Stevie Kristof). During haunt season, she manages four other artists as they get eighty performers into costumes and makeup in under two hours. Stephen and Stevie met, fell in love, and became "The Steves." They now run their immersive entertainment ventures together, crafting and creating much of it themselves, along with their team of talented folks. If either of them look familiar, you may have seen them on a reality show. Stephen was a contestant on Season 1 of Holey Moley, a zany mini-golf reality competition show, and Stevie was a contestant on Season 9 of Face Off, a special effects makeup reality competition show. I really enjoyed hearing them talk about their commitment to the customer experience, and their dedication to production value and creativity. Their company 60 to Escape was part of the Escape Immerse Explore tour in the Chicago area in 2025. Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and COGS. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   Support Us On Patreon Today Love escape rooms as much as we do? At Room Escape Artist, we've been analyzing, reviewing, and exploring the world of immersive games since 2014. We help players find the best experiences, and push the industry forward with well-researched, rational, and reasonably humorous escape room and immersive gaming content and events. By becoming a Patreon supporter, you're not just backing a blog — you're fueling a mission to make the escape room and immersive gaming community stronger, more thoughtful, and more connected. Access exclusive Patreon content such as: The Bonus Aftershow The Spoilers Club Early access to escape room Tour tickets and REA articles. Your Patreon support goes toward our mission: paying our contributors, funding our infrastructure, and supporting deep research and industry advocacy.   PG's Playhouse If you love wordplay, puzzles, and trivia, this is the podcast for you! PG's Playhouse recreates a fun game night, all in a short, 30-minute format. Of course, what's game night without making new friends? We bring on different guests for the different episodes. Each episode features a puzzle packed with wordplay and trivia, a short chat with the guest, and a segment exploring an interesting topic. I hope you'll take a listen and play along with us at PG's Playhouse.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   Production Credits Hosted by David Spira & Peih-Gee Law Produced by Theresa Piazza Supported by Lisa Spira Edited by Steve Ewing Music by Ryan Elder Logo by Janine Pracht  

How do you turn an angry or sad customer into a loyal one? In this solo episode, Crystal Vilkaitis explores the emotional side of retail—how optimism, playfulness, and genuine human connection can transform every interaction in your store.From simple yet powerful gestures like smiling to encouraging your team to show up with energy and joy, Crystal shares practical insights to help retailers create memorable customer experiences that go beyond transactions. If you're ready to inspire positivity in your store and strengthen customer relationships, this episode is a must-listen![0:44] Sending out surveys to friends for honest feedback[2:26] The value of staying optimistic with your customers[4:05] Turning an angry or sad customer into your best one[5:10] Embracing your role as a performer in retail[5:37] The power of a simple smile[7:01] Encouraging employees to show up, be playful, and have funJoin the Rooted in Retail Facebook Group to continue the conversation Join our newsletter for all the latest marketing news for retailers Show off your super fandom by getting your Rooted in Retail Merch!

In this weeks' Scale Your Sales Podcast episode, my guest is Tue Sottrup.   With over 20 years of experience in customer service, I am driven by my passion for providing exceptional customer experiences. My expertise lies in the intersection of technology and customer-centricity, and I am proud to hold the Certified Customer Experience Professional (CCXP) credential from the Customer Experience Professionals Association (CXPA).   In today's episode of Scale Your Sales podcast, Tue shares about balancing AI and automation with genuine human connection in customer service. He told his insights from over 20 years in the field, discussing how organizations can enhance efficiency without losing empathy, the evolving role of service teams, and where chatbots support—or hinder—the customer journey. This conversation offers practical guidance for leaders committed to building trust, improving service performance, and delivering truly customer-centric experiences.   Welcome to Scale Your Sales Podcast, Tue Sottrup.     Timestamps: 00:00 Human Connection in Sales Tech 05:10 AI Empowering Smarter Customer Service 07:46 AI Enhances Performance Evaluation 12:19 Evolving Customer Support Expectations 15:49 Customer Service Efficiency Insights 17:47 AI Bots vs Human Empathy 21:07 Leadership Listening to Customers 24:54 Focus on Retaining Customers     https://www.linkedin.com/in/tuesottrup/ https://x.com/tuesottrup     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.

Send us a textIn this episode of Navigating the Customer Experience, we dive deep into the career and mindset of Jamie Homen, a seasoned customer experience (CX) leader with over 20 years in the industry. Now leading CX at Mural, an AI-powered visual collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success.

Here's the problem — running a restaurant that serves thousands with consistency and care isn't easy. At Chick-fil-A, every second counts, and every process is engineered for excellence.In this Problem Solved trailer, Chick-fil-A owner Sam Hartman and Matt Riley, VP of Enterprise Solutions, share how they build systems that balance speed, quality, and human connection.

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

In this episode of the Casual Cattle Conversations podcast, Shaye visits with Rocky Brown to discuss effective fall and winter watering systems for cattle ranchers. Rocky, who operates Wald Fencing, a local farm supply store, shares expert advice on both temporary and permanent watering solutions to help keep water flowing and reduce winter maintenance headaches.   Highlights include tips on various watering systems, the benefits of using geothermal heat and energy-efficient methods, and key considerations when installing permanent solutions such as Ritchie waters. Additionally, Rocky emphasizes the importance of sharing knowledge within the beef industry to collectively elevate the success of all producers.   01:19 Meet Rocky Brown: Expert in Winter Watering Systems 01:38 The Importance of the Beef Industry 03:56 Rocky's Business and Customer-Driven Approach 06:57 Temporary Winter Watering Solutions 18:52 Permanent Winter Watering Solutions 22:40 Removing and Thawing Water Systems 23:06 Geothermal Heat and Insulation Benefits 23:20 Customer Experiences and Product Endorsements 25:04 Concrete Pads for Livestock 27:22 Rough Cut Lumber Alternatives 29:45 Ritchie Water Systems Overview 32:33 Ritchie Water System Enhancements 39:17 Tank Heaters and De-Icers 43:14 Final Thoughts and Industry Advice   Find more information and more episodes at https://www.casualcattleconversations.com/ Learn more about Wald Fencing here: https://bit.ly/3KMGd7v Learn more about Pluck here: https://eatpluck.com/?ref=SHAYEWANNER

In an era of high customer expectations, a great app or website is no longer enough. Success demands a seamless, consistent experience across every single touchpoint. But why do so many organizations still struggle with disconnected channels, treating their mobile, web, and in-store experiences as separate entities?On this episode, host Nick Brunker is joined by Erik Haines, Managing Director of Technology, Mobile Apps, and Product Management at VML, to discuss why businesses can no longer afford to operate in silos. Erik breaks down the critical need for a unified product strategy, explaining how to shift from a channel-first to a customer-first mindset.In this episode, you'll learn:The three main reasons organizations fail to connect their customer experiences: organizational structure, legacy tech, and misaligned incentives.How to use mobile as the "remote control" for the entire customer relationship.Practical steps for mapping the customer journey and using data holistically to create personalized, real-time interactions.The crucial role of leadership in breaking down internal barriers and fostering a culture of cross-functional collaboration.Read more from Erik on the subject with our friends at BottleRocket, here.

This episode is brought to you by Commerce.Retail media — or should we say commerce media — has exploded into one of the fastest-growing opportunities in marketing. But with so many players, platforms and acronyms, where is it all headed?In this episode of Retail Remix, host Nicole Silberstein sits down with Jeff Cohen, former Principal Evangelist at Amazon Ads and now Chief Business Development Officer at Skai, to unpack how the space has evolved and what's coming next.Jeff shares how he went from building one of Amazon's first third-party ad technologies to helping brands navigate a new era of connected, data-driven commerce. He breaks down the shift from retail media to commerce media, the impact of AI-powered shopping on marketing and how brands can move beyond walled gardens to reach today's omnichannel shoppers.Key Takeaways:How retail media has evolved into commerce media — and why the distinction matters;The role of agentic AI in optimizing campaigns and connecting fragmented data;What brands can learn from Amazon's retail media dominance and Skai's cross-channel approach;Why unified, actionable data matters more than endless metrics;Lessons on innovation, adaptation and taking smart risks from Jeff's eclectic career.Related LinksLearn how Skai is connecting brands and retailers through data-driven mediaRelated reading: New Research Reveals Agency Execs' True Opinions on Retail MediaExplore more insights on the future of commerce media on Retail TouchPointsCatch up on all episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

What if removing friction isn't enough? Samsara's "Project Wow" challenges the entire CX industry to stop fixing problems and start creating experiences that make customers gasp.Join hosts Chuck Moxley and Nick Paladino as they talk with Emma Sopadjieva, Head of Customer Experience Strategy at Samsara. With experience from Medallia, Eventbrite, and ServiceNow, Emma reveals why 90% of customer experience work is influence without authority—not data analysis. She shares how Samsara brought their entire executive team together for full-day workshops to identify five moments across the customer journey where they could create "wow" experiences, pushing every initiative from fixing pain points to delivering 10-star moments. Emma also unveils the game-changing concept of predictive NPS, using thousands of variables to identify unhappy customers before they even tell you—and activating customer success teams six months before renewal conversations.Key Actionable Takeaways:Master influence without authority by making others the hero - CX teams don't own product or support, so align insights to stakeholder metrics and show how your recommendations make them successfulStart with quick wins before long-term transformation - Launch purchase win-loss and renewal experience programs first to build credibility while working toward your five-year customer 360 visionPredict customer experience, not just renewal risk - Build predictive NPS models using behavioral data to catch at-risk customers six months early, when you can still save themWant more tips and strategies about creating frictionless digital experiences? Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless/Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook-Emma Sopadjieva's LinkedIn: https://www.linkedin.com/in/emmasopadjieva/Nick Paladino's LinkedIn: https://linkedin.com/in/npaladinoChuck Moxley's LinkedIn: https://linkedin.com/in/chuck-moxleyChapters:(00:00) Introduction (03:00) What Samsara does - IoT hardware and software for physical operations(04:00) Key lessons from Medallia, ServiceNow, and Eventbrite(05:00) Why 90% of CX work is influence without authority, not data(08:00) Making stakeholders the hero to drive change(09:00) Balancing quick wins with long-term transformation strategy(12:00) Project Wow - Creating 10-star experiences across the customer journey(15:00) Five moments that matter and executive ideation workshops(17:00) Measuring ROI of wow moments and delight(19:00) Turning NPS improvements into quantified revenue impact(22:00) Predictive NPS - Identifying unhappy customers before they tell you(25:00) Using 5,000+ variables to catch churn risk six months early(27:00) Building frictionless UX across physical and digital worlds(30:00) CX teams as connective tissue across siloed functions(32:00) Why technology doesn't equal experience(34:00) The problem with AI chatbots in customer service(35:00) Conclusion

Oisin O'Connor is the CEO and co-founder of Recharge, the leading subscription management platform powering 75% of all Shopify subscriptions. Under his leadership, Recharge has become a critical infrastructure partner for over 30,000 brands, reaching 100 million subscribers and $100 million ARR.In this episode of DTC Pod, Oisin pulls back the curtain on what it really takes to win with subscriptions in today's DTC landscape. He shares insider strategies for subscriber growth, optimizing retention, and leveraging Recharge's newest AI-powered tools to minimize churn. Oisin also shares specific benchmarks every brand should measure, real-world examples of subscription funnels that convert, and actionable experiments operators can run to unlock long-term profitability and scale.Episode brought to you by StordInteract with other DTC experts and access our monthly fireside chats with industry leaders on DTC Pod Slack.On this episode of DTC Pod, we cover:1. Evolution of subscriptions in physical product e-commerce2. How to spot and create product-market fit 3. Differentiators that set Recharge apart from early competitors4. The compounding power of subscriptions for long-term growth5. Unit economics, LTV vs CAC, and why retention is king6. What best-in-class subscription brands do differently7. Optimizing conversion funnels for subscriber growth8. Subscription benchmarks: churn rates, retention, and second order metrics9. Reducing churn with data, cancellation flows, loyalty, and rewards10. Automations and integrating Recharge with supply chain and 3PL operations11. Leveraging AI Concierge for customer retention and support12. Evolving customer experience and the need for seamless subscription management13. How Recharge guides merchants with data, support, and innovation14. Experiments and mistakes founders make launching subscription brandsTimestamps00:00 Oisin's background, founding story, and early agency experiments04:06 The rise of Shopify and the breakthrough with Recharge05:19 The subscription model: initial skepticism and quirky early adopters06:47 Technical challenges in enabling subscriptions on Shopify09:00 First major subscription brand success story10:15 Compounding growth through subscriptions11:36 Legacy brands and decades-long customer retention13:06 Building DTC businesses with sustainable unit economics14:37 Lessons from TV advertising history and the narrowing of scalable models16:29 Key traits of successful subscription businesses17:09 Product, recurring need, and conversion strategy18:27 Understanding subscriber value and optimizing acquisition19:26 Retention: keeping customers post-acquisition  19:52 High-performing brands and funnel design20:05 Subscription by default, offers, upsells, and cross-sells21:39 Conversion tactics from PDP to post-checkout22:38 Benchmarks for healthy churn and retention23:06 How top brands reduce churn and track performance24:58 Recharge tools: analytics, cancellation flows, Klaviyo integration26:41 Rewards and automations to boost retention27:33 Automate flows for backend fulfillment and logistics28:20 Launching AI SMS concierge for subscriber experience29:40 Reducing customer service friction and delighting shoppers32:15 Customer experience as a core differentiator34:04 The competitive subscription landscape: Recharge's position35:41 Product innovation, support, and actionable guidance37:16 Data-driven product innovation and merchant success38:04 The future of subscription, retention, and platform innovation40:38 Biggest mistakes founders make with subscriptions41:58 Experiments founders should run with Recharge42:58 Where to connect with Oisin for advice and mentorshipShow notes powered by CastmagicPast guests & brands on DTC Pod include Gilt, PopSugar, Glossier, MadeIN, Prose, Bala, P.volve, Ritual, Bite, Oura, Levels, General Mills, Mid Day Squares, Prose, Arrae, Olipop, Ghia, Rosaluna, Form, Uncle Studios & many more.  Additional episodes you might like:• #175 Ariel Vaisbort - How OLIPOP Runs Influencer, Community, & Affiliate Growth• #184 Jake Karls, Midday Squares - Turning Your Brand Into The Influencer With Content• #205 Kasey Stewart: Suckerz- - Powering Your Launch With 300 Million Organic Views• #219 JT Barnett: The TikTok Masterclass For Brands• #223 Lauren Kleinman: The PR & Affiliate Marketing Playbook• ​​​​#243 Kian Golzari - Source & Develop Products Like The World's Best Brands-----Have any questions about the show or topics you'd like us to explore further?Shoot us a DM; we'd love to hear from you.Want the weekly TL;DR of tips delivered to your mailbox?Check out our newsletter here.Projects the DTC Pod team is working on:DTCetc - all our favorite brands on the internetOlivea - the extra virgin olive oil & hydroxytyrosol supplementCastmagic - AI Workspace for ContentFollow us for content, clips, giveaways, & updates!DTCPod InstagramDTCPod TwitterDTCPod TikTokOisin O'Connor - Co-Founder and CEO of RechargeBlaine Bolus - Co-Founder of CastmagicRamon Berrios - Co-Founder of Castmagic

Artificial intelligence has changed how we think about service, but few companies have bridged the gap between automation and genuine intelligence. In this episode of Tech Talks Daily, I'm joined by Puneet Mehta, CEO of Netomi, to discuss how customer experience is evolving in an age where AI doesn't just respond but plans, acts, and optimizes in real time. Puneet has been building in AI long before the current hype cycle. Backed by early investors such as Greg Brockman of OpenAI and the founders of DeepMind, Netomi has become one of the leading platforms driving AI-powered customer experience for global enterprises. Their technology quietly powers interactions at airlines, insurers, and retailers that most of us use every day. What makes Netomi stand out is not its scale but the philosophy behind it. Rather than designing AI to replace humans, Netomi built an agent-centric model where AI and people work together. Puneet explains how their Autopilot and Co-Pilot modes allow human agents to stay in control while AI accelerates everything from response time to insight generation. It is an approach that sees humans teaching AI, AI assisting humans, and both learning from each other to create what he calls an agentic factory. We explore how Netomi's platform can deploy at Fortune 50 scale in record time without forcing companies to overhaul existing systems. Puneet reveals how pre-built integrations, AI recipes, and a no-code studio allow business teams to roll out solutions in weeks rather than months. The focus is on rapid time-to-value, trust, and safety through what he calls sanctioned AI, a framework that ensures governance, transparency, and compliance in every customer interaction. As our conversation unfolds, Puneet describes how this evolution is transforming the contact center from a cost center into a loyalty engine. By using AI to anticipate needs and resolve issues before customers reach out, companies are creating experiences that feel more personal, more proactive, and more human. This is a glimpse into the future of enterprise AI, where trust, speed, and empathy define the next generation of customer experience. Listen now to hear how Netomi is reimagining the role of AI in service and setting new standards for how businesses build relationships at scale.

Ephraim Ebstein is the Founder and CEO of FIT Solutions, a San Diego-based leader in managed IT and cybersecurity services. Under his leadership, FIT Solutions helps organizations cut costs, boost efficiency by up to 40%, and defend against evolving cyber threats. Serving clients across healthcare, finance, and law, Ephraim builds his companies around one guiding belief — that innovation starts with people. He's also the Co-founder of AI Integrators, a venture helping organizations accelerate performance through AI-powered solutions such as human-like virtual employees and intelligent concierge bots. In this episode… AI is rewriting the rules of customer engagement, building smarter, faster, more personal experiences than ever. Yet as tech takes center stage, many leaders risk losing the culture and connection that drive lasting success. Can AI fuel growth and strengthen what makes a company human? Ephraim shares how he transformed a small IT venture into a $30 million success and how his latest project is helping businesses truly harness the power of AI. He explains how his team creates AI "employees" that text customers with human-like names, personalities, and even realistic pauses or typos to make conversations feel natural. Ephraim also shares real stories — from hotels using AI concierges to online shops managing thousands of chats — showing how AI boosts both efficiency and engagement. In this episode of the Inspired Insider Podcast, host Dr. Jeremy Weisz sits down with Ephraim Epstein, Founder and CEO of FIT Solutions, to discuss how AI and strong team culture fuel business growth. They explore using AI to drive revenue, streamline support, and revive leads — while keeping people at the center. He shares his "professional sports team" approach to leadership, mentorship, and hiring, offering actionable strategies to scale any organization without losing its human touch.