Podcasts about Customer experience

Ever had one of those experiences where you walk out of a business shaking your head, wondering how they're even still in business? That was me this week… at the bank. In this episode, I'm sharing what might just be the WORST customer experience I've ever had, and I'm fired up about it. We're breaking down exactly what happened, why it was such a train wreck, and more importantly, what every business owner can learn from it. Taking care of the customer isn't complicated — yet so many companies still get it wrong. If you want to build a winning business, this episode is your wake-up call. Register for the LMN Webinar (on Saturday Oct. 18, 2025 from 7a-7:45a) SnowNtell.com (Oct. 27-31)

Découvrez les coulisses du One to One Expérience Client 2025 à Biarritz avec Sonia Mamin, directrice de l'événement.Le One to One de Biarritz, c'est l'un des événements phares pour parler data, IA, CRM et expérience client en France. Dans cet épisode, j'ai eu le plaisir de recevoir Sonia Mamin, directrice de ce salon devenu incontournable. Ensemble, on revient sur l'édition 2025, sa ligne éditoriale, ses enjeux et ses choix.Pourquoi avoir choisi de centrer le programme sur la data et l'émotion ? Quel est le rôle du comité éditorial ? Comment le salon sélectionne ses intervenants et ses grandes conférences ? Sonia partage une vision claire : il ne s'agit pas de surfer sur la tendance, mais de faire émerger les signaux faibles et de proposer des réponses concrètes aux décideurs du retail et du digital.On parle aussi des dessous de l'événement : comment créer des échanges de qualité entre marques et prestataires ? Pourquoi les formats courts cartonnent ? Et quels sont les retours qu'elle retient le plus ?Enfin, Sonia livre sa lecture des tendances : IA générative, revalorisation du magasin, hybridation des parcours… Une conversation riche, avec celle qui est au cœur de ce qui façonne l'écosystème.

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dive into how to market restaurants more effectively by treating each service as its own unique offering. I explain why lunch, dinner, and brunch each need clear promises and tailored marketing, and how productizing those services can transform customer acquisition. I break down the phased approach I use to launch them and the strategies that actually move the needle on performance. TakeawaysEach service is a standalone product with a single obvious promise.Lunch is not just food earlier; it's a promise of speed and certainty.Different services cater to different customer needs and experiences.Your website should route customers to the service they want.Marketing should focus on one service at a time for better results.Creating a clear offer and ritual for each service is essential.Measure the success of your marketing efforts consistently.Product market fit is crucial for customer acquisition.Awareness builds on the momentum of a strong service offering.Tailor your marketing message to fit into customers' lives.Chapters00:00 Introduction to Restaurant Marketing Strategies01:49 Understanding Different Service Times05:39 Productizing Each Service for Success08:51 Implementing and Measuring Marketing StrategiesIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

How do grocery leaders balance efficiency and customer experience in the age of automation? Recorded at Groceryshop, this RETHINK Retail podcast brings together:

Intercom's Senior Director of AI Support, Ruth O'Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service leaders. They cover the announcement of Fin 3, the best-performing AI Agent capable of handling the most complex queries, our vision for a Customer Agent future, ideas on AI as a convergent force, and more.Watch talks from Pioneer here: https://pioneer.fin.ai/Watch this episode on YouTube: https://youtu.be/crsUL6wmItg?si=ZuKEN-b5vtDP4YinFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/decivory/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/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The Unified Brand Podcast, we're joined by Vance Morris, a customer experience strategist, Disney veteran, and founder of the Deliver Service Now Institute. Vance shares how he went from designing Disney attractions like Chef Mickey's to helping everyday businesses create “wow” moments that drive loyalty and revenue.We dive deep into:What Disney does differently (and how your business can do it too)How to turn the mundane into memorable brand experiencesThe power of scripting, surprise, and themingEmotional connection as your biggest brand assetReal-world examples like the “rock ‘n' roll insurance agent” and the “pirate dentist”How to map your customer journey and find quick winsWhy simple systems and consistent training create brand magicWhether you're a founder, marketer, or service-based business owner, this episode will show you how to use experience as your unfair advantage.

The evolving role of technology in modern defense environments, highlighting innovations in communications, automation, and open-source frameworks. Drawing from personal experience, the conversation emphasizes how real-world conflicts are reshaping how tech is deployed, adopted, and understood across military operations.  This week, Dave, Esmee, and Rob speak with Ben Sparke, Enterprise Azure Cloud & AI Specialist for UK Defence at Microsoft, about  how his military background informs a human-centered approach to technology in the evolving defence sector—highlighting the shift from mission-driven to tech-driven innovation.  TLDR:00:37 – Introduction of Ben Sparke and face-to-face podcasting02:40 – Rob gets confused about Digital Twins representing you in court08:15 – Tech's evolving role in defence, with Ben 34:41 – Why improvisation and human adaptability matter 43:30 – Ben's hundred-mile bike race over the weekend  Guest Ben Sparke: https://www.linkedin.com/in/ben-sparke/ 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 

Episode 100 of the podcast.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.

Today's episode is an excerpt from Jason's Wednesday masterclass podcast focusing on co-living as a real estate investment strategy, featuring an expert named Eric Halverson, focusing particularly on the Phoenix market. Jason explains his previous skepticism and newfound confidence in co-living due to the increasing housing shortage and shrinking average household size in the U.S. They highlight the high returns and affordability solutions that co-living offers, particularly for the "working poor," contrasting the current market with the Great Recession. Eric shares his experience in the Atlanta market, discussing the operational mechanics of converting single-family homes into multi-room rentals with weekly payments, emphasizing the strong demand and the limited supply of suitable properties. They strongly advocate for direct investment in leveraged real estate, illustrating how the asset class outperforms others like the S&P 500 and gold when factoring in leverage and tax benefits. Join Jason's Masterclass! Sign up at JasonHartman.com/Wednesday #CoLiving #RealEstate #Investing #REI #HousingShortage #WorkforceHousing #AffordableHousing #IncomeProperty #CostSegregation #PaperLoss #TaxBenefits #CashFlow #Leverage #ROI #CapRate #Phoenix #Atlanta #IndianapolisMarket #AustinTX #CapeCoralFL #Padsplit #WeeklyRent #Turnkey #WorkingPoor #SingleFamilyHome #HouseholdSize #Demographics #DirectInvestor #Airbnb #JasonHartman #HartmanMedia #GreatRecession #LVP   Key Takeaways: 1:27 Travel back in time  5:59 Co-Living: A solution to the housing shortage 11:30 Income property vs. other assets 15:28 The Customer Experience 16:59 The Co-Living Business Model     Follow Jason on TWITTER, INSTAGRAM & LINKEDIN Twitter.com/JasonHartmanROI Instagram.com/jasonhartman1/ Linkedin.com/in/jasonhartmaninvestor/ Call our Investment Counselors at: 1-800-HARTMAN (US) or visit: https://www.jasonhartman.com/ Free Class:  Easily get up to $250,000 in funding for real estate, business or anything else: http://JasonHartman.com/Fund CYA Protect Your Assets, Save Taxes & Estate Planning: http://JasonHartman.com/Protect Get wholesale real estate deals for investment or build a great business – Free Course: https://www.jasonhartman.com/deals Special Offer from Ron LeGrand: https://JasonHartman.com/Ron Free Mini-Book on Pandemic Investing: https://www.PandemicInvesting.com

Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don't drive action. In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates. Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could. We cover:✅ How to make your CX strategy relatable and actionable✅ The biggest communication gap between leadership and frontline teams✅ How to communicate effectively with Gen Z employees✅ Why podcasts and vodcasts are the future of internal engagement✅ Why NPS and CSAT are outdated metrics — and what to measure instead If you're looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization. #InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork Connect with Ben at:Cx-alive.comBen Phillips LinkedIn Key Moments: 0:00 Who is Ben Phillips and what is CX Alive!4:00 How to communicate effectively with Gen Z employees9:44 How business communication is changing12:50 How to tell better stories22:00 Why you only have 8 seconds to capture attention24:00 Why podcasts and vodcasts work so well for businesses31:00 Is NPS still relevant in 2025?34:44 What are the best metrics to track in CX?37:59 Are customer surveys still relevant?41:11 AI in CX: what's hype vs. what's real48:24 How to build a team that understands the “why”51:28 Three words that separate good content from great –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.

"Will Shortz has probably done more to elevate public consciousness of puzzles than any other individual in history." For decades, the name Will Shortz has been synonymous with puzzles. Will Shortz is the crossword editor of The New York Times, the puzzle master on NPR's Weekend Edition Sunday, and the only person in the world with a college degree in “enigmatology,” the study of puzzles. inspired my most famous quote from the show—"Well Jeff, I'm good at Sudoku!" (You should check out the accompanying Bonus Aftershow on Patreon for the full story.) He has inspired David and me in our creative endeavors, like our new podcast PG's Playhouse, and he has inspired many of our past guests too. We talk about how crosswords have evolved to reflect pop culture, the impact of mini puzzles, and why wordplay connects people in ways you might not expect. Will Shortz was an absolute delight to interview, and as you can imagine, he was chock full of stories. I especially enjoyed hearing about how he landed a job at Games Magazine. Will also shares his philosophy on creating puzzles:  What I think I'm very good at is creating clues that are going to entertain people. I always think of the audience. I always think of who's going to be solving. I like to push people to their limit. I want people to break through in the end and to be able to solve the puzzle because that's where they get the satisfaction. That's my goal.  His closing thoughts to us were "I want to make the world a little better for being here." Will Shortz has certainly done so for all of us who love puzzles.     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  

Transforming Ordinary Interactions into Luxury Experiences  Shep interviews Neen James, leadership strategist, keynote speaker, and author of Exceptional Experiences. She talks about how any business, regardless of size or price point, can create a luxury-level customer experience by focusing on making customers feel seen, heard, and valued.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the common misconceptions about delivering a luxury customer experience?  How can businesses provide a luxury-level service even if they are not selling expensive products?  How does high-quality service contribute to a feeling of luxury for customers?  What are the five luxury levers that businesses can use to elevate their customer experience?  What are the four experience mindsets that influence how customers perceive and value luxury?  Top Takeaways:    Luxury is not just about the price tag. It's about the experience you create for people, whether you're selling a high-end product or something affordable.   Every brand can deliver a luxury-level experience by paying attention to details and adopting a mindset that every customer deserves to feel valued and appreciated, regardless of what they buy or where they shop.  Luxury can sometimes be a divisive term because of the misconception that it is only for the select few. Just as every customer deserves a luxurious experience, every employee is capable of creating it. Whether you're a cashier, a manager, or someone at a front desk, you can deliver luxury through quality service and attention to detail.   A luxury experience often involves engaging all five senses: sight, smell, sound, touch, and taste. For example, some stores let you touch the products, smell good food, or hear pleasant music, making the visit more enjoyable and memorable. This creates a lasting emotional connection that makes people want to come back.   The heart of a luxury experience is making every customer feel important. Listen carefully, pay attention to their needs, and show appreciation for their choices. When you build an emotional connection, it creates loyalty and sets your business apart from the competition.   Not every customer defines luxury the same way. Neen shares the four luxury mindsets; 1. Reluctant and Removed, 2. Pro Prioritizer, 3. Confident and Content, and 4. Luxury Lover. To discover your luxury mindset, take this self-assessment.  Plus, Neen talks about the five actionable "luxury levers" that she writes about in her book, Exceptional Experiences. Tune in!  Quote:   "Luxury is defined with five words: high quality, long-lasting, authentic, unique, and indulgent."  About:    Neen James is a leadership strategist, keynote speaker, and author of several books, including Folding Time: How to Achieve Twice As Much In Half The Time and her latest, Exceptional Experiences: Five Luxury Levers to Elevate Every Aspect of Your Business.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us a textGreg Logan: The Power of Storytelling – Turning Brands into BlockbustersIn this episode of Navigating the Customer Experience, we are joined by Greg Logan, a global leader in brand storytelling who has spent over 30 years helping the world's biggest brands—from Adobe and Netflix to Virgin and Qantas—connect with audiences through stories that reach both the head and the heart. With award-winning experience in advertising, television, and film, Greg has built his company, Narrativity, on a powerful idea: brands can learn the secrets of Hollywood storytelling to become loved, not just known.In this episode, Greg shares his remarkable journey from a 10-year-old fascinated by TV commercials to a top creative at Leo Burnett, where he spent 17 years shaping global campaigns. After a successful career in advertising, he transitioned to entertainment, selling reality show ideas to major U.S. networks. But when he realized that brands were being told why they should tell stories but not how, Greg combined his knowledge of advertising and entertainment to develop storytelling formulas that now help businesses worldwide emotionally engage customers.Greg breaks down the three keys to connecting with audiences through storytelling. First, use structure—every story needs a clear beginning, middle, and end. Second, make the audience the hero, not the brand. Your business is the wise guide that helps them achieve their quest. Finally, start with the customer's greatest tension—what keeps them up at night—and end with their greatest love—what they truly desire. By triggering emotion first, you capture attention and make your brand memorable. Greg illustrates this with a powerful case: a New Zealand water company that transformed its message from rational facts to emotional storytelling, landing products in Whole Foods and other major retailers.He also shares a deeply moving example from his work with a palliative care organization. Using his “quest formula,” they defined their purpose as “giving people their best death possible”—a phrase that brought everyone in the room to tears and perfectly captured their true value. For Greg, these are the stories that matter most.When it comes to technology, Greg has a balanced approach to AI. While he appreciates its efficiency, he cautions that AI-generated writing often sounds generic. His tip: use AI to edit, not replace your voice—and give it personality by prompting it to write like your favorite celebrity. He also recommends checking out his new tool, storytellingquiz.com, which helps businesses evaluate and strengthen their brand story.Greg recently released his book, Creating a Blockbuster Brand: Hollywood's Storytelling Secrets For Your Business, designed to give readers practical, page-by-page value. A book that has deeply influenced him is The Tao of Pooh by Benjamin Hoff—a beautifully simple blend of philosophy and wisdom through Winnie the Pooh.Looking ahead, Greg is excited about his new collaboration with UK-based BoltAI and their product, Foretold, which uses storytelling principles to help companies innovate faster and smarter by testing new ideas directly with consumers. It's storytelling not just for marketing—but for invention.Greg's guiding mantra during challenges? “Suck it up.” It's a reminder that as entrepreneurs, we choose this path—and perspective turns frustration into fuel.Connect with Greg: Instagram: @gregloganofficial | LinkedIn: Greg Logan | Website: narrativity.comBooks Mentioned: Creating a Blockbuster Brand by Greg Logan The Tao of Pooh by Benjamin Hoff

Prologis owns 1.3 billion square feet of real estate, handling nearly 3% of the global economy. How do you lead B2B customer experience at that scale and secure your position in the future economy? This week on The Modern Customer, Scott Marshall, Chief Customer Officer at Prologis, shares how he drove the service model transformation surrounding industrial real estate (moving beyond "four walls and a roof") to build a strategic partnership with the global supply chain. Episode Highlights: ▶️ The CX Transformation: The strategic shift from property maintenance to the "REX Manager" (real estate CX) role, prioritizing customer success and service recovery. ▶️ The 80% Rule: Scott's leadership hack: why he deliberately over-indexes 70-80% of his time on customer-facing initiatives. ▶️ Future-Proofing with AI: Using machine learning to predict customer sentiment and plan for 2027 and beyond. ▶️ Managing Crises: How to calm the storm during a "poly-crisis" (geopolitical issues, disasters, etc.) by maintaining exceptional responsiveness. Learn how to integrate CX, AI, and strategic operations into a single engine for scalable growth. Tune in now!  Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

In this custom episode in partnership with Capital One, you will hear how your company can build a tech stack that serves as the foundation for building innovative customer experiences at scale. You'll learn best practices to develop this advanced infrastructure, including converging to enterprise platforms, building standards and automation, and leveraging data at scale. We'll share how these technologies enable businesses like Capital One to move faster, enable scalable product innovation, and personalize customer experiences.

The Halo Effect says that a single feature of a person, product, or business - like good looks or beautiful design - can be so appealing that it distracts us from any flaws that might exist. In the case of people, studies have shown that thinking someone is attractive can make you believe that they're more honest, more intelligent, and more kind. Even just being taller than average can make people think you're more skilled than you are. This is all very interesting, but it also turns out that the Halo Effect has a huge impact on marketing and business…That's why, in this episode we're examining the Halo Effect - and how brands like Apple, Amazon, and Patagonia use it to make customers fall in love with their brands, and you can too. ⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐COACHING✅ To learn more about working one-on-one with Jen and book your free Connection Call, visit https://www.choicehacking.com/coaching-inviteThis month I have 3 spots available - first come, first serve.FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHackingWORK WITH JEN CLINEHENS & CHOICE HACKING✅ Training & Workshops: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Get your own Chief Marketing Copilot for your business when you my new program. Get live Skill Sessions, Implementation Sessions, and one-on-one time with me. Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

Summary:James & Paul delve into the evolving landscape of agentic commerce, with agency leaders Chris Marshall of Onstate and Liam Quinn of Visualsoft.The podcast focuses on the recent integration of OpenAI's technology with Shopify. The discussion highlights the potential impact of AI-driven commerce on ecommerce brands, emphasising the need to sift through the hype to understand the practical implications. Key points include the exploration of AI's role in enhancing the shopping experience, the challenges of trust and adoption, and the potential for AI to transform product discovery and purchasing processes.Learn about the strategic considerations for brands in adopting AI technologies, such as the importance of maintaining structured product data and the potential for AI to complement existing sales channels. The conversation also touches on the competitive dynamics between tech giants like Google and OpenAI, and the evolving role of platforms like TikTok in product discovery. The episode concludes with a call for brands to focus on foundational elements like data quality and user experience to effectively leverage AI in commerce.Key discussion points:There is a lot of hype around AI, but practical applications are still emerging.Trust in AI technologies is crucial for consumer adoption.The checkout experience is complex and needs to be optimised.Product discovery through AI can change consumer behaviour.Brands must maintain a strong presence to foster loyalty.Structured data is essential for AI to function effectively in ecommerce.AI can enhance convenience but may not replace traditional shopping experiences.Businesses should focus on solid data foundations before adopting new technologies.Chapters:[00:35] Introduction to Agentic Commerce and AI Checkout[03:30] Understanding the Hype: AI's Role in Ecommerce[06:05] The Practical Implications of AI in Shopping[09:30] Trust Issues in Agentic Commerce[12:00] Adoption Challenges and Consumer Behaviour[15:10] Commercial Opportunities and Limitations[27:40] The Challenge of Customer Experience in AI[30:45] Navigating Payment and Fulfilment Challenges[36:25] The Importance of Data Structure [38:30] Practical Steps for Brands in the AI Era[42:15] Security Concerns and Best Practices in AI

In a world saturated with marketing messages, how can brands cut through the noise and create truly resonant experiences that go beyond transactions to create genuine, long-term customer relationships? Agility requires a willingness to constantly adapt and evolve your strategies based on real-time data and customer feedback. It also demands a culture of experimentation and a commitment to iterating quickly on what you learn. Today, we are in New York City at Contentsquare's CX Circle and we're going to talk about leveraging AI and personalization to drive success in direct-to-consumer marketing. To help me discuss this topic, I'd like to welcome Kelly Soligon, VP of Consumer Digital Direct Sales at Microsoft. Kelly, welcome to the show! About Kelly Soligon Kelly Soligon on LinkedIn: https://www.linkedin.com/in/ksoligon/ Resources Microsoft: https://www.microsoft.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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/Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 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

Did you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions. In this episode of Doing CX Right®, Stacy Sherman shares how to turn these events into strategic drivers of year-round customer experience success. And even if you're hearing this episode after CX Day or Customer Service Week, the lessons still apply because appreciation and connection must not end when the calendar says the celebration is over. Featuring insights from Greg Melia, CEO of CXPA, who shares how CX Day began and why it's become a global movement honoring everyone who delivers exceptional experiences. Learn more at  Book time with Stacy . 

In this conversation, Brian Steiner discusses his journey in scaling short-term rental businesses, particularly focusing on tiny homes. He shares insights on the challenges and strategies involved in building a successful rental business, the importance of team building, and the unique design elements that enhance guest experiences. Brian also outlines future expansion plans and innovations in the hospitality sector.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

Hey CX Nation,In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li,  Co-Founder & CEO of Duckie.ai based in San Francisco, CA.Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes.In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #269 Highlight Reel:**1. AI-Driven Support Is The Future 2. Enhancing CX and EX Through AI 3. Building Customizable AI Support Bots4. Leveraging Engineering For Strategic Growth 5. AI-Powered Customer Feedback Analysis  Click here to learn more about Valerie LiClick here to learn more about Duckie.aiHuge thanks to Valerie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & 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 to name a few) & 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!!

This episode is brought to you by Commerce.Legacy brands from the Y2K era are back — but the smartest ones aren't just trading on nostalgia, they're reinventing themselves for today's digital-native youth.Pacsun is the poster child for this kind of strategic reinvention, and in this episode of Retail Remix the brand's Chief Merchandising Officer, Richard Cox, unpacks how the company is doing it. From activations at music festivals and college football games to its new Youth Advisory Council, Pacsun is co-creating its future alongside the very customers it serves. Listen in to hear:Why Pacsun's resurgence is about more than Y2K nostalgia;How the brand has transformed into a purpose-driven, youth-focused powerhouse;Insights from Pacsun's first-annual Youth Survey illuminating what matters to today's youth, with mental health and music topping the list;What co-creation looks like behind the scenes and how Pacsun pulls it off; andThe power of “anemoia” (and what it is). Related LinksExplore the latest collections and campaigns from PacsunDig into the results of Pacsun's Youth Survey, conducted with GlobalDataRelated reading: Pacsun Takes Co-Creation to the Next Level with New Youth Advisory CouncilRelated reading: Pacsun Follows the Music with Capsule Collection and Pop-Up at NYC's Governors BallLearn about Gen Z and Gen Alpha's shopping behaviors and how to connect 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.

“The days of the old virtual bot type of experiences are slowly going away. End consumers will now experience a more personalized, human-touch type of interaction with AI,” said Chang Chang, Sr. Director of Product, Cloud CX Solutions at Webex. At WebexOne, Chang joined Doug Green, Publisher of Technology Reseller News, to share how Cisco is transforming customer experience (CX) with AI-driven innovation. Chang explained that Webex AI is designed not to replace human agents but to augment their productivity—from enabling 24/7 support to providing suggested responses, wellness tools, and sentiment analysis. Unlike chatbots, the new Webex AI Agents are fully autonomous, able to perceive context, manage interruptions, and respond empathetically in natural conversation. A highlight of the announcements was Webex AI Quality Management, a breakthrough that applies to both AI and human agents. “You can't scale quality management with humans listening to every call,” Chang said. “AI makes it possible to review 100% of interactions, score them, and recommend improvements—bridging a long-standing quality gap.” Chang also addressed broader themes of future-proofing, emphasizing Cisco's vision of Connected Intelligence that integrates AI at the edge, in the cloud, and in control systems to create seamless, secure, and scalable CX. Integrations with Microsoft Dynamics and other open-platform partnerships reinforce Webex's commitment to meeting customers wherever they are. “Ultimately, it's about sweating the entire end-to-end experience for the consumer,” Chang noted. “AI isn't a trend—it's fundamental to future-proofing customer experience.” More at Webex.

Independente da indústria, a experiência do consumidor (CX) é a conquista máxima da empresa para o engajamento. Edson Lisboa, superintendente de TI do Sicoob, e Thiago Viola, diretor de IA e Dados da IBM Brasil, contam como o mercado financeiro está usando agentes de IA para ganhar vantagem.Este é o quinto episódio da terceira temporada da minissérie BeeYond AI, uma cocriação da The Shift com a IBM Brasil.Confira abaixo outros episódios da minissérie:FinOps na prática: redefinindo a eficiência - a prática garante eficiência operacional, governança e retorno estratégico na era da IA.A força e o futuro das finanças embarcadas - elas levam o banco para além das suas fronteiras e são o novo paradigma do setor.Um novo mainframe para a nova era da IA - Novos modelos de mainframe feitos para IA em tempo real mudam o mercado financeiro.Avanços e impactos dos agentes de IA - Agentes de IA orquestram processos complexos, são autônomos, tomam decisões elaboradas e aprendem com o feedback recebido. Sergio Fortuna, VP de vendas da IBM Brasil, explica por que investir já na tecnologia.A IA como aliada da produtividade. Por que a inovação baseada em dados é tão poderosa quando se soma à inteligência artificial?Transformação sustentável com IA. Como a IA pode apoiar a aceleração da transformação digital e os esforços de sustentabilidade das empresas?Otimizando custos com nuvem híbrida e IA. O que acontece quando a IA entra na equação de FinOps?IA e a personalização do atendimento ao cliente. Porque CX ganhou um “efeito turbo” com uso de Inteligência Artificial.Computação quântica + IA mudam o futuro dos negócios. Uma jornada que está cada vez mais próxima. A The Shift é uma plataforma de conteúdo que descomplica os contextos da inovação disruptiva e da economia digital.Visite o site www.theshift.info e assine a newsletter

Outline00:00 Introduction to Temple of Gainz02:54 Yoni's Home Gym Journey5:44 The Evolution of Temple of Gainz08:33 Challenges and Triumphs in Business11:45 Customer Experience and Branding14:36 Product Development and Innovation17:32 Timeline of Growth and Sales20:14 Marketing Strategies and Community Engagement22:57 The Impact of Social Media and Reviews26:16 Future Plans and Expansion41:36 Building a Personal Gym and Showroom43:59 Establishing Temple of Gainz' Reputation44:57 Navigating Customer Feedback and Sales49:15 Challenges of Running a Fitness Equipment Business01:11:49 The Launch of the QuadSend Machine01:17:31 Designing the Ultimate Home Gym Machine01:22:05 Prototyping and Manufacturing Insights01:28:38 Kickstarter Launch Strategy01:35:38 Integrating New Technologies in Fitness01:50:16 Future Vision for Temple of Gainz

Summary In this episode of the AI for Sales podcast, host Chad Burmeister speaks with Lee Hackett, CEO of Blueprint X, about the transformative impact of AI on sales and customer experience. They discuss how AI enhances sales performance, the importance of hyper-personalization in customer interactions, and the role of AI in managing the sales process. Lee shares insights on the misconceptions surrounding AI, its potential to improve forecasting accuracy, and the future of sales as AI continues to evolve. The conversation highlights the need for businesses to adopt AI technologies to unlock their full potential and drive productivity gains. Takeaways AI is reshaping the sales landscape by enhancing performance. Hyper-personalization will redefine customer experiences. Sales coaching is evolving with AI-driven insights. AI can streamline the entire sales process. Forecasting accuracy is improving with AI technologies. Misconceptions about AI's impact on jobs persist. AI is expected to drive significant productivity gains. The orchestration of sales processes is becoming crucial. Emerging technologies are rapidly changing the sales environment. The future of sales will see increased wealth for top performers. Chapters 00:00 Introduction to AI in Sales 01:26 AI's Impact on Sales Performance 05:52 Enhancing Customer Experience with AI 08:32 AI in Sales Process Management 11:20 AI as a Sales Coach 14:01 Misconceptions About AI in Sales 16:38 AI in Sales Forecasting 20:34 The Future of Sales with AI 23:05 Emerging Technologies in AI 25:04 The Value of Orchestration in Sales The AI for Sales Podcast is brought to you by BDR.ai, Nooks.ai, and ZoomInfo—the go-to-market intelligence platform that accelerates revenue growth. Skip the forms and website hunting—Chad will connect you directly with the right person at any of these companies.

In this special bonus episode, Megan Yagoda Kaplan, Senior Vice President of Customer Experience at Actabl, explains how hotel leaders can unlock performance from technology by partnering with customer success teams. With a background in consulting and a team of former hoteliers, Megan shares how Actabl helps operators align tech adoption with strategic goals and measurable outcomes. This episode shows why customer success is the key to driving real results in hospitality today.Links:Request a conversation with ActablStory: Hotel Equities Invests in the Actabl Platform to Scale with PurposeStory: How Commonwealth Hotels Connected Labor and Finance to Drive Profitability Across Its Portfolio A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Lamar Tyler.

Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Lamar Tyler.

Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Lamar Tyler.

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dive into strategies for boosting restaurant profitability without raising prices. I explain why it's so important to see restaurants as providers of time slots rather than just food and beverage, and how that shift impacts service. I share why the first 20 minutes of the guest experience matter most, plus the tactics I use to improve pacing, satisfaction, and table turns.Takeaways:Most restaurant marketing fails because it's built on guesswork.Awareness doesn't pay the rent, behavior does.If it doesn't move a booking, a purchase or return visit, then it's just noise.We want to align with behavior, not alter it.Triggers turn offers into rituals.The fastest money you can make is in the list you already own.Stop chasing strangers while your regulars gather dust.Create experiences that use desire that already exists.If it wouldn't move you, it probably won't move them.Your marketing must move the needle in your business.Chapters00:00 Introduction to Restaurant Success01:21 Reframing Restaurant Profitability02:51 Understanding Time as Inventory05:45 Optimizing Service for ProfitabilityIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

Hey CX Nation,Here's the first CXWeekly Update from CXC in a long time!This week's episode I walk through some ideas, goals & CTAs that I've learned from the 5 years of building CXC.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 more customer focused business leader content, including short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.Full candor, we also wanted to celebrate our 5 year anniversary of building CXChronicles. We are approaching 300+ episodes of customer focused business content, we've worked with almost 150+ companies across the world helping them make customer & employee happiness a habit & we are now partnered with some of biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks to name a few. 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!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused 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!!

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational details, and hospitality in creating customer evangelists. The conversation emphasizes the need for companies to excel in all areas to build brand loyalty and provide a seamless customer experience. John shares insights on how to audit these components and the significance of training employees in hospitality to enhance customer interactions. Takeways: To create customer evangelists, excel in six key areas. Physical experience often gets overlooked until it's a problem. Atmosphere can transform emotional connections to brands. Ease of doing business is crucial for customer satisfaction. Technical excellence should be a differentiator, not just a requirement. Operational details are often invisible but impactful. Hospitality is about how you make customers feel valued. Training for hospitality is often undervalued in organizations. Regular audits of customer experience components are essential. Improving one area can lead to quick wins in customer loyalty. Chapters: 00:00Introduction to Customer Experience Excellence 01:28The Six Key Areas of Customer Experience 04:13The Importance of Physical Experience 05:55Creating Atmosphere: The Emotional Connection 10:55Functional Ease: Making Business Simple 12:06Technical Excellence: Beyond Competence 13:39Operational Details: The Invisible Backbone 17:23The Role of Hospitality in Customer Experience 21:45Training for Hospitality: Bridging the Gap 24:49The Interconnectedness of the Six Components 30:17Auditing Customer Experience 32:19Quick Wins for Customer Loyalty 34:50Creating Customer Evangelists: The Challenge   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here   Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! 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/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia 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 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.

Before Siri had sass and Alexa started judging your music taste, the original virtual assistant was quietly revolutionizing the '90s—powered by many patents and a whole lot of foresight. Now, as AI goes from buzzword to boss, we ask, will it transform your job, your home… or just steal your knowledge?  This week, Dave, Esmee and Rob speak with Kevin Surace, Futurist, Inventor & "Father" of the Virtual Assistant, about exploring the evolution of AI, what the future might hold, and how disruptive innovation can shake up your organization in ways you might not expect.   TLDR: 00:40 – Introduction of Kevin Surace 05:12 – Rob gets confused by Google Maps reviews and selfies 08:15 – Deep dive into the evolution of AI with Kevin 52:00 – How intelligent agents can help manage digital noise and support mental well-being 1:07:30 – Wrapping up the book the Joy Success Cycle and heading to a concert  GuestKevin Surace: https://www.linkedin.com/in/ksurace/ 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 

Marion's LinkedIn ProfileFolks, I can't stress how good this content is, please follow the links:Marion's epic LinkedIn post with an absolute treasure trove of CX knowledgeMarion's post on Building a Unified Journey Framework step by stepLink to Marion's post with her Journey FrameworkConnect 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.

Welcome back to All Things Considered CX, where we dive deep into the evolving world of customer experience.In today's episode, Sean Crichton-Browne, co-author of the thought-provoking book, The Human Culture Imperative, joins us in exploring why company culture is not just a “nice-to-have,” but a mission-critical driver of customer and employee happiness, business growth, and lasting transformation.Sean unpacks his journey from 25 years in sales to helping top organizations put customers at the center of their business through actionable culture-building frameworks. Through personal stories, real-world case studies, and sharp insights, Sean argues that connecting back-end teams with frontline knowledge, empowering employees, and listening deeply to both staff and customers is the secret sauce for sustainable success.They also discuss the impact of rapidly advancing technology—especially AI—on workplace culture, cautioning that while tech enables efficiency, it can never replace the uniquely human aspects of business. With fresh strategies, practical tools like the Market Responsiveness Index (MRI), and leadership lessons you won't want to miss, this episode will inspire leaders and practitioners at every level to think bigger about culture, customer experience, and the future of work.Tune in for an engaging conversation full of bold ideas and actionable takeaways to transform the way you lead, listen, and connect!

Welcome back to All Things Considered CX, where we dive deep into the evolving world of customer experience.In today's episode, Sean Crichton-Browne, co-author of the thought-provoking book, The Human Culture Imperative, joins us in exploring why company culture is not just a “nice-to-have,” but a mission-critical driver of customer and employee happiness, business growth, and lasting transformation.Sean unpacks his journey from 25 years in sales to helping top organizations put customers at the center of their business through actionable culture-building frameworks. Through personal stories, real-world case studies, and sharp insights, Sean argues that connecting back-end teams with frontline knowledge, empowering employees, and listening deeply to both staff and customers is the secret sauce for sustainable success.They also discuss the impact of rapidly advancing technology—especially AI—on workplace culture, cautioning that while tech enables efficiency, it can never replace the uniquely human aspects of business. With fresh strategies, practical tools like the Market Responsiveness Index (MRI), and leadership lessons you won't want to miss, this episode will inspire leaders and practitioners at every level to think bigger about culture, customer experience, and the future of work.Tune in for an engaging conversation full of bold ideas and actionable takeaways to transform the way you lead, listen, and connect!

Send us a textIn this episode of Joey Pinz Discipline Conversations, Joey sits down with William Rubio, CRO of CallTower, live at the MSP Summit in Orlando. William shares his journey of giving back through nonprofits like A Child Is Missing, and how discipline, consistency, and good habits drive both personal and professional success.They dive deep into the world of Unified Communications (UC) and Customer Experience (CX), breaking down how MSPs can leverage platforms like Microsoft Teams, Cisco WebEx, and Zoom to create new revenue streams while strengthening client relationships. William explains why MSPs shouldn't try to do everything themselves, how CallTower enables MSPs to add voice and compliance-ready solutions without the heavy lifting, and the role AI is beginning to play in customer productivity.If you're an MSP looking to scale, improve efficiency, and focus on what you do best, this conversation delivers practical advice on partnership, growth, and discipline. 

In this episode of Builders Wanted, we're joined by Kevin Stang, Chief of Staff to the President of the US Professional Products Division at L'Oréal. Kevin shares his unique perspective on aligning purpose with performance, leading high-powered teams, and fostering innovation in the beauty industry. He highlights the importance of investing in talent, the role of 360 marketers, and the real-world insights and adaptability required to stay ahead of trends.-------------------Key Takeaways:Building strong customer engagement requires a 360-degree approach: balancing B2B and B2C strategies, investing in talent, and fostering cross-functional collaboration.Data should be paired with direct insights from salons and stylists to drive innovation and effective marketing.Speed and adaptability are crucial to keep up with cultural trends, but maintaining authenticity is key to lasting success.------------------- “ What would happen if you had an individual send you a video, you get approval by mid-morning and you're in the content center by the afternoon shooting the content, and it's up within 48 hours? That is the type of speed and change that we've really made internally to help take that story that that storyteller is creating and try to remove all of those operation or hierarchical barriers that exist in very modern or traditional groupings and try to put that at the forefront to allow fast speed and reaction.” – Kevin Stang-------------------Episode Timestamps:‍*(02:12) - The importance of people and talent development at L'Oreal‍*(08:47) - Turning data into actionable insights through field immersion‍*(14:25) - How TikTok and YouTube are transforming stylist training and brand engagement‍*(17:17) - The “storyteller” role in keeping up with trends and authentic content creation‍*(22:43) - Empowering stylists authentically without over-prescription‍*(35:01) - Quick hits ‍-------------------‍Links:Connect with Kevin on LinkedInConnect 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.

On this episode of Voices of Self Funding, Jeff Walter and Jim Farley discuss their strategic merger, titled "Merging for Independence". They reveal how independent TPAs like JP Farley and PBA are uniting to drive innovation and enhance customer experience, avoiding absorption by larger firms. Discover how this merger focuses on enhanced service with PBA's EOS system and in-house IT, improving operational efficiency, data management, and enabling quick, independent service delivery for customers. The discussion also highlights their future focus on Direct Primary Care (DPC) and the use of nurse navigators to optimize member experience and efficiency. It's a compelling conversation for understanding how TPAs are evolving to offer superior, independent solutions and seamless third-party integration. This episode was sponsored by WLT Software. For more information, visit HCAA.org. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

In this episode, we dive into how AI agents are changing customer support (CX) and operations for DTC brands.Dom Steil, CEO and Founder of StateSet, shares how his platform automates complex tasks like warranty replacements and subscription changes while keeping a personal touch.He explains the difference between AI agents and chatbots, how to maintain data safety and security, and why brands in hyper-scaling mode should adopt this technology to handle increased ticket volume.Topics discussed in this episode:  How AI agents automate complex customer outcomes.What iCommerce (intelligent commerce) means for DTC.Why speed and 24/7 service builds customer trust.How AI agents save customers from subscription cancellation.What integration with DTC tech stacks looks like.How multi-language support works for international brands.What guardrails prevent AI from making errors or "hallucinating".Why hyper-scaling brands need AI to avoid scaling OPEX.What the future of AI-to-AI agent communication is.How to prepare operations for BFCM volume surge.Links & Resources Website: https://www.stateset.com/LinkedIn: https://linkedin.com/in/domsteilX/Twitter: https://x.com/domsteilGet access to more free resources by visiting the show notes at https://tinyurl.com/55m5sdds______________________________________________________ LOVE THE SHOW? HERE ARE THE NEXT STEPS! Follow the podcast to get every bonus episode. Tap follow now and don't miss out! Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/ Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak Partner with us: https://ecommercecoffeebreak.com/podcast-sponsorship/

In this episode, we chat with Choni Fernández, Chief Sustainability Officer and Customer at PortAventura World, the first carbon-neutral theme park in the world, and now proudly B Corp certified.Choni isn't just ticking ESG boxes, she's leading a cultural shift in how attractions operate. From zero-emissions hotels to renewable energy and deep supply chain work, PortAventura is setting the global standard.In this episode, we dive into the real work behind the headlines. How do you build a sustainability culture that actually sticks? Can you lead without a big green team? And what does digital sustainability really mean?If you're serious about sustainability, or wondering where to start, this is the conversation you need to hear.Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden, with co host Andy Povey and roving reporter Claire Furnival.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:  PortAventura World website: https://www.portaventuraworld.com/nosotros/trabaja-con-nosotrosChoni Fernández on LinkedIn: https://www.linkedin.com/in/choni-fern%C3%A1ndez-veciana/Choni Fernández is Customer, Sustainability and Communications Director at PortAventura World. With a background in Economics and over a decade at BASF, she joined PortAventura in 2007, where she has led Procurement, Logistics, and Sustainability. She spearheaded the company's sustainability strategy, achieving the milestone of B Corp Certification, and now leads the newly created Customer Department to drive a more customer-centric approach. Choni also serves as Catalonia Delegate at DIRSE and is Chair of the IAAPA EMEA Sustainability Committee. Plus, live from the IAAPA Expo Europe show floor, we catch up with:Jakob Wahl, President & CEO of IAAPAhttps://iaapa.org/https://www.linkedin.com/in/jakob-wahl/Elliot Hall from Expression Capital Partners LLPhttps://expressioncapitalpartners.com/https://www.linkedin.com/in/elliot-h-1b804a6a/Matt Barton, CEO / Co-Founder CurtainUp Ltd. & President of Themed Entertainment Association TEA https://www.curtainup.livehttps://www.linkedin.com/in/matt-barton-99a8039/Melissa Oviedo, Chief Executive Officer, Themed Entertainment Association TEA https://www.teaconnect.org/https://www.linkedin.com/in/melissa-oviedo-ruminot-90a63228/Kevin Murphy, Senior VP, Kraftwerk Living Technologieshttp://www.kraftwerk.athttps://www.linkedin.com/in/kevin-murphy-854439/Jacob Thompson, CX Director, Attractions.io https://attractions.iohttps://www.linkedin.com/in/jacob-thompson-icap-151271149/ Transcriptions:  Welcome, skip the queue, to Barcelona.Paul Marden: Welcome to Skip the Queue, the podcast about the world's best attractions and the amazing people that work in them. I'm your host, Paul Marden, and along with my co-host, Andy Povey, and roving reporter Claire Furnival, we're bringing you the latest news from IAAPA Expo Europe in Barcelona.Paul Marden: You join me today tired and just a little bit emotional at the airport after an amazing week at the show.Paul Marden: In this episode, we wrap up our time at IAAPA Expo Europe with a final look back at the show floor buzz. I catch up with Jakob Wahl, Chief Executive Officer of IAAPA, to get his reflections on an unforgettable week, from standout innovations to what's next for the global attractions industry. But first, Andy sits down with Choni Fernandez, Chief Sustainability Officer at PortAventura World, to explore what it really takes to become the first carbon neutral theme park on the planet and why sustainability must be at the heart of guest experience going forward.Andy Povey: So hello, everybody. I'm joined today by Choni Fernandez from PortAventura World. Choni is responsible for sustainability and guest experience and a number of other things, I believe, Choni. Hello and welcome to Skip the Queue. Hello. Choni Fernandez: Thank you very much for your invitation. Andy Povey: So, Choni, you guys at PortAventura World are really leading the industry and probably more than just our industry. In terms of sustainability, you were the first carbon neutral theme park in the world and in '24, the first theme park company to achieve a BCorp certification. Am I right?Choni Fernandez: Yes, you're right. It was, in fact, we are VCOPS since 2022. And yes, we were operational carbon neutral because we reduced our emissions during several years. And after that, we acquired some carbon credits to compensate the result of the balancing emissions. For scope one and two. Yes. So since then we are operational carbon neutral. That is not really an official name, but it's easy to explain what we are doing. Andy Povey: Okay. So what is the official name?Choni Fernandez: The official name, in fact, now that's interesting because it's a big discussion in the European community. We chat the terms we can use or not. In the new CCRG, that is going to change. Some words like green, sustainable, are probably forbidden, words that cannot be used any longer. And you need to speak properly about the impact of your activity without using these words that can lead to a type of greenwashing. And you need to be more clear about when you say, for instance, 'carbon neutral,' you need to say, 'we have reduced emissions, we compensate.' More explanation than just using one word that can be easily misunderstood.Andy Povey: Okay, yeah, yeah. That makes a lot of sense. Just buying carbon credits. You're actually doing something positive. Taking action. Like, is it Europe's largest solar farm?Choni Fernandez: It's the largest solar farm. That was one of the biggest at the source of Europe. And for sure, I guess, is still the biggest in Spain.Andy Povey: The biggest solar farm in Spain.Choni Fernandez: Sorry, in a holiday resort, yes. There are other very big solar plants that they produce energy for third parties, but they are not linked to a tourist industry.Andy Povey: No, that makes absolute sense. So you're generating your own power.Choni Fernandez: We generate 30%. The plant is not big enough and we have some restrictions of the government. So we cannot sell the surplus of energy we produce. So we could only make the plan as big as the low on consumption we have in a period of a year.Andy Povey: That makes absolute sense.Choni Fernandez: So that means that there are several months where we produce 100% energy we need. But then, obviously, in the peak of the season, we need extra energy. We buy from the net, but we always buy green energy from the net, too. Then 100% of the energy we consume is green energy, not coming from non-renewable.Andy Povey: It all becomes much more complicated as you dive into the detail, doesn't it?Choni Fernandez: Yes, yes, yes. Everything is much more complicated. And in Europe, yes, I would say even one step more complicated than the rest of the world because of all the regulations.Andy Povey: So what was it that inspired PortAventura World and how did you persuade PortAventura World to take sustainability so seriously?Choni Fernandez Okay, the history starts really with, I would say, a huge pain point, even when they were designing the park. And it was related to water. We are established in an area where we suffer from water scarcity many periods. So for those designers, they already designed the park with sustainability in mind. So they have created a complex system to recover all water rains in a big tank that is our Mediterranean lake.Andy Povey: Yeah, yeah, yeah.Choni Fernandez: So water was a treasure since the beginning. And they have also in a private-public investment. Take all the gray waters from the park, sending it to a water treatment plant several kilometres far away from the resort, and making the pipe bring the recycled water back to the resort for gardening. So PortAventura was using recycled water since 30 years ago. And that was really the starting point of sustainability at PortAventura. So we start with all the environmental impacts that the activity was going to have. And they created the park open doors in 1995. So in 1997, just two years after that, they have created the Green Team.Choni Fernandez: It's a team from different members of different departments who takes care of the environmental impacts and how they can reduce the use of water, energy and so on. And this team is still working nowadays and takes care of more complex things, certifications, but with the same, I would say, purpose, you know, that is to reduce the environmental impact of the resort, and now we start to regenerate different areas. So it's not producing impact, it's creating positive impact through regeneration.Choni Fernandez: And that was a starting point. But I like to repeat that sustainability has not fixed rules. So that is the story of Pota Aventura, because we are what we are. We are located where we are. But for instance, in the Global Sustainability Committee of IAAPA, SCARBRED was a member of that. And SCARBRED, the sustainability, had not begun for the water scarcity. They don't have this problem.Choni Fernandez: So sustainability there was more linked to the social sustainability, how to integrate communities in the project. So it really depends, again, in that moment, the momentum, you know, that we call. Where you are, who you are, what is your future footprint of your activity in your community and in the environment.Choni Fernandez: So we start with that. And year after year, we consolidate this beginning. So any new activity of PortAventura, it doesn't matter— new hotel, new park, convention centre has always followed the same philosophy that we started in 1997.Andy Povey: Very good.Choni Fernandez: Yes, because I think that this makes the project really coherent, consistent, and resilient. So it's something that we have not done from day to night, you know. It's something that we have. It's like a dish you have cooked in a low, low temperature, you know. Andy Povey: Yeah, yeah, yeah. Slow cooker. Choni Fernandez: Slow cook. That is. Sustainable PortAventura is slow cook. But at the end, you know, the dish is very good cooked and it's good.Andy Povey: Absolutely. And then, as the person responsible for customer experience within PortAventura World, before talking to you, I wouldn't necessarily have put... sustainability and customer experience together in the same group.Choni Fernandez: You're right because, okay, that is something that has changed also through years, you know, so sustainability was linked and happened at PortAventura. It was totally linked to the environmental part. But that is only one third of what sustainability means. Sustainability is also the social impact and obviously the governance.Choni Fernandez: We call also ESG. Okay, it has some difference because it has more financial meaning. But what is clear when you talk, when we talk about sustainability, we talk about the environmental impacts and the social impacts. And the social impacts are the impacts that your activity, our activity has on people. And when we talk about people, we talk about employees, we talk about our community that's surrounding us, we talk about shareholders, we talk about suppliers, and we talk about guests or visitors. And the activity of any company should have a positive impact on these people that are affected by the activity, that they are also called stakeholders.Choni Fernandez: So, and here is the reason why we try to improve every year the guest experience in order to improve this positive impact. And at the end of the day, because we are not NGOs. We strongly believe that a positive impact on the guest experience is going to be translated in future revenues, more attendance for our parks, and makes our resort more resilient because it's more profitable in the long term.Andy Povey: So this really is a sort of a wheel or a cycle. Choni Fernandez: You are right. You are right. You are right. So we really differentiate at PortAventura. I mean, sustainability is also a new angle to see your business. There is the financial angle. And then there is the angle— how your activity affects the difference they hold up. But that is clear that both need to go together. I mean, business and sustainability. In fact... One of the reasons to become a BCorp company is to evolve our mission and vision with a purpose that integrates sustainability in the business model. So it is much easier for us to talk to employees, to talk to suppliers, to talk to guests. About what is the reason why it exists and why it's important to have sustainability included in order, again, to make our business resilient through the past of the years.Andy Povey: So we have a lot of listeners around the world. What would be your advice to someone running a venue that doesn't have the advantage of starting with sustainability right at the heart and from where they started their business? How do you make a start on this?Choni Fernandez: That is a very interesting question. And the first I think any company needs to do is really to understand the stakeholders they are affecting too. Because just with this complete transparent and dialogue with the different stakeholders, you really can understand what is the impact you are producing on them. And from this result, then you know where are your main pain points, where you need to focus first on. Obviously, there are some general rules. Your impact on the environment, as I told you before, normally a new venue has, for sure, clients, or at least customer guests, employees, probably shareholders, and then in another level, suppliers, community, etc.Choni Fernandez: So, and depends what is the situation, you need to start with that. You need to prepare a good analysis because, if not, what could happen? Imagine that you focus a lot on the environmental part and you start with that because you have seen that PortAventura has started with that.Choni Fernandez: But then that is not your problem because you are in an area where your resources are really well controlled or your resort has very good standards, very efficient, because it has done with high technology, but you have an employee problem.Choni Fernandez: You have problems perhaps to attract employees, to retain the talent, or really to make them happy working with you. Then you have to start the sustainability for not the most important topic in your company. So the most important is to understand what the stakeholders need from you and then to prepare. And it's also very interesting, I think, to start, you know, things small.Choni Fernandez: Making small projects that can be consolidated and embedded into the company. Because what is really important in a company is that each department, each area of the company, maintenance, procurement, human resources, marketing, and each of the departments really is doing the part of sustainability they need to, because it is impossible that one person on every team produces all the sustainability that the whole company needs to do.Choni Fernandez: So if sustainability is really not embedded in the activity of each Japan, it's really impossible to be a successful company in terms of sustainability. You know what I mean?Andy Povey: I know exactly what you mean. That rule is so true for so many things, isn't it? You could replace the word sustainability with guest experience or ride safety. Choni Fernandez: Yes, it's the same. Andy Povey: Any number of different things.Choni Fernandez: I always explain when people say, 'but you have done a lot, Choni.' I say, 'no, no, no, no, no.' Choni has not done a lot.Choni Fernandez: Many people are doing a lot, you know. And sustainability managers or directors normally are orchestra directors. But each one needs to play its own instrument so we have a nice music, you know. If not, it does not work at all, you know, like in orchestra. So we need the maintenance guy, really. or the energy manager to really take care of that. And human resources really to prepare inclusivity, et cetera, policies linked to employees. And marketing, doing really an ethic marketing to guests. So, and that is how everyone is really doing a part of the peak and sustainability of the company.Andy Povey: That sounds very familiar and I'm sure for our guests will ring true in many different areas. It's interesting you talk about really understanding where you are. What it is you're doing. We've done some work here in the UK on the sustainability of websites. So by not printing a park map, you obviously save resources, you save paper. But if you put that on a really inefficient webpage, then you're just consuming someone else's electricity. It doesn't make you any more sustainable.Choni Fernandez: And one thing I would like to tell you is that one of the big steps for us was when our investors make the management very clear that investors of the private funds that own PortAventura were asking for sustainable investments. So that was also a way, really, to receive more money from the investors to the owners. And that is very important because when the financial markets really recognise that sustainability is a plus for an investment, then, you know, things change. Things happen. And we had two moments in this company, in my opinion, for us, for sustainability managers, that make this big change in our mindset. Choni Fernandez: One is the world of our shareholders. And that was really a big, big step forward. Because we realised then, 'oh my God, we are sustainable. We can be sustainable. Our sustainability is a lever really to receive more funds to our business.'Choni Fernandez: And the second one was when we have two different businesses, really a B2C— final customer— and a B2E— travel agencies, companies who do their conventions in our convention, et cetera, et cetera. Once upon a time, a company came to PortAventura asking for a quotation for a big convention, European size, very big one.Choni Fernandez: And before receiving the quotation, they asked, 'Please, can you send us your sustainability report?' Because we would like to see if that's the venue where we want to go. Now, everything changed.Andy Povey: Absolutely.Choni Fernandez: Because at first time, sustainability was bringing business to the company. It was not a nice to have, something that we need to have. It was really part of the business. And that changed the history of the, I would say, the sustainability journey of this company when we have both shareholders' commitment and really request to continue on that. And on the other side, we were recognised for our sustainability activity in a business case.Andy Povey: It's very interesting when you get push or pull from both sides. Choni Fernandez: You're right. Then you realise that there is no other way to do that, you know, so you need pushing, pushing.Andy Povey: You're doing a lot of work about education, work, and working with schools, and having to engage them in your journey.Choni Fernandez: That's again the same case, you know. So in our guest segmentation, school groups are one of them. And it is a very important group for us and I guess for other operators too. As we receive many schoolers. But, you know, the teachers, not students, they thought that the trip to PortAventura was really 100% entertainment. And schools were looking for something more cultural, educational.Choni Fernandez: So then, at that moment, we prepare some workshops at the beginning of the day before the park opens. If the park opens at 10, we can deliver a sustainability workshop from 9 to 10. For instance, talking to kids about biodiversity, about waste management, how to produce green energy. So in the solar plant, we don't have only solar panels. We also have some instruments, some elements to explain children how to produce green energy with movement, with wind, with sun, with solar energy. And they can experiment with their hands. With this element, how to produce this green energy. And they understand very well because that is part of the curriculum that they have to study at school. But now they can put it in practice in a different way, in a way... that our industry delivers very well, that is entertainment, you know?Andy Povey: Yes, yeah, yeah.Choni Fernandez: And that is driving more schools to visit us. So again, there is another link with sustainability, more business, more attendance, more revenues.Andy Povey: We're back on the cycle.Choni Fernandez: Yeah, again, the cycle. We close the loop, you know.Andy Povey: Absolutely. Choni, is there something you'd like to leave as a sort of parting message or a final thought to everybody that's listening to the podcast? A single sentence about how they can emulate your success.Choni Fernandez: No, I think that, okay, sometimes in life, you know, for sustainability managers, I mean, and now in the world, perhaps you feel like Talmon, you know, coming up to the river.Andy Povey: Yeah, yeah, yeah.Choni Fernandez: In a difficult situation, but it doesn't matter. So the evidence is so strong that, if you really can close the loop, as we have been talking, if you can really demonstrate and we can close the gap. Between the sustainability impacts and the financial impacts, then sustainability is part of your business. I think that should be the goal— to really don't have sustainability as something nice to have additional to the business. Avoid that at all.Choni Fernandez: Sustainability is part of the business and makes the business more resilient and more profitable in the long term.Andy Povey: Lovely. That's a great message to leave us with. Paul Marden: Now let's hear some of the buzz from the show floor.Claire Furnival: So day three of IAAPA and I've just bumped into Matt Barton. Matt Barton: Hello. Claire Furnival: Matt, you wear many hats.Matt Barton: My day job is I'm the founder and CEO of Curtain Up. I'm also the owner of 7th Sense, a company that makes media servers and pixel management systems. But I'm also the president of the Themed Entertainment Association, better known as the TEA.Claire Furnival: Crumbs, the busy man. I hear you had a party last night. Matt Barton: We did. Yeah, we had a very successful mixer. We have a great relationship with IAAPA and we have a mixer at all of IAAPA's events around the globe. And we bring our members together, usually on the second or third night of the event.Claire Furnival: Anything announced last night at the party?Matt Barton: Yeah, so we announced our next SAIT conference, and SAIT stands for Storytelling, Architecture, Technology equals Experience. So it's a thought leadership conference where we talk about trends in the industry, best practices to follow, that kind of thing. We've just finished our SAIT Asia event just three weeks ago now, and that was in New Zealand this year. And we just last announced that we're going to be in Dubai next year. Again, building on that great relationship we have with IAAPA, we're actually doing it almost like a pre-conference event. So it's tied in with IAAPA Middle East, which is going to be in Abu Dhabi. We're going to be the week before. So people can then come to SAIT, enjoy SAIT with us, and then go straight down to Abu Dhabi for the IAAPA conference.Claire Furnival: What activities is it that the TEA do? What do you offer your members?Matt Barton: So a whole range of things. And what I'm going to do now is introduce our CEO, Melissa. Melissa Oviedo.Claire Furnival: Great to meet you, Melissa. So what is it that TEA offers its members?Melissa  Oviedo: We are really the connection community. The connection community for the design, the makers, the builders, the creators. Everybody who delivers world-class experiences around the world, that's really who we are and what we represent. That can be from theme parks to museums to cultural to location-based entertainment. Claire Furnival: So I understand that the TEA does an annual benchmark report. Melissa  Oviedo: Yeah, we've just rebranded this. This is the TEA Theme Experience Index. This is the 19th year that we're doing this benchmark study. Yeah, it's really exciting for us. And what this is, is this is the annual attendance report that tracks attendance data from around the globe for the top theme parks, water parks, and museums globally. It really looks at trends, so we can understand where are the guests going, where are they spending their time, how are the parks, especially as they're coming new on the market, how do they influence those trends? And we're actually going to be launching this on October 22nd.Claire Furnival: So a couple of questions spring to mind on that one. So first of all, can anybody access the report?Melissa  Oviedo: Yeah, sure can. It's a completely free resource. You can go online. If you're not a member, we just ask for you to fill out a quick form so we know who's downloading the report. And you will have full access to all of the data, and we will have actual books to hand out at IAAPA in Orlando in November.Claire Furnival: The sector's very, very, very lucky to have this piece of research. So can you give us any snippets as to what we might see in the report?Melissa  Oviedo: I think you'll see that the theme parks are really consistent. The big players are still the big players with Disney and Universal really driving the... main attendance data. And then China, with Chimalong Park, really still holding rank at number one water park in the world. We're seeing the attendance coming back in a fierce way in China.Melissa  Oviedo: Outlook is positive. Overall, though, you'll be able to find in the report a lot of the trends that we're seeing. A lot of what we're not only anticipating in 2025, but in the future as well, with all of the developments that are happening. So, really exciting, this year's report. Claire Furnival: And what about 2026? What does that bring the TEA? Melissa  Oviedo: Momentum is high, right? The community continues to look at how they diversify as an organisation or as a business. Theme parks is our core, but we're so much more than just that. So I think you're going to see. More people doing really cool and immersive things in new places. I think the definition of themed entertainment gets broadened and further defined. I think that you're going to see more activity and more collaboration because collaboration is really when the magic happens. And you're going to start to see that even more robustly in 2026 and beyond. Claire Furnival: Sounds exciting. So last thought from you, Matt.Matt Barton: Yeah, I just wanted to touch on a couple of things we've got left in 2025 before we look to 2026. So I mentioned SAIT earlier. We also have our SAIT conference in North America coming up. So that's in October. at Knott's Berry Farm, and that ties in with when we're launching the Global Experience Index. And then in November, we've got our mixer, our international mixer, combined with the IAAPA conference in Orlando. And so on the Tuesday night of IAAPA, we have our international mixer at the Isle of Berk attraction at Epic Universe. We've got the whole land, we've got dinner and drinks, and it's going to be a good one, so make sure you get your tickets in.Claire Furnival: One not to miss. Well, it's fabulous to catch up with both you, Matt, and you, Melissa. So thank you very much for your time.Matt Barton: Thank you.Melissa  Oviedo:  Thank you so much, Claire.Andy Povey: So we're on day three, and I'm sitting here with Elliot Hall, who's one of the founding partners behind Expression Capital Partners. Elliot, hello. Elliot Hall: Hi, Andy. Good to see you. Andy Povey: For our listeners at home, can you just tell me what Expression Capital Partners do and treat me like an idiot because I really don't understand the world of investment banking and all that kind of stuff.Elliot Hall: Okay, so Expression Capital Partners is the advisory firm to Entertainment Investments 1LP. Which is specialising in the entertainment industry. Andy Povey: Interesting. So I understand you're doing some work with Hasbro and in particular things like Monopoly.Elliot Hall: Yes, yes, yes, absolutely. So we're looking to open monopoly-themed hotels and casinos around the world. Andy Povey: Wow. Elliot Hall: Along with many of the different types of brands, as we're rather across their 1000 plus brands. Andy Povey: I understand there's also some sporting connections. Tell us a little bit about, tell us what you can. Elliot Hall: Yeah, so what we can. We are working with some brands that have relationships and contracts for the IP for UEFA, FIFA and the FA. Yeah, so some really exciting products there and businesses. And we are in a position to be able to sign licenses and lease agreements and so on. And we're looking at bringing all of those brands together, either in the same cluster of IP attractions or within one building under one roof. Andy Povey: So, Elliot, you guys really are the people that are bringing the magic together. The IP, the operators, and then working out how someone funds it all.Elliot Hall: Yes, absolutely, yes. Andy Povey: Fantastic.Claire Furnival: So I'm here talking to Kevin Murphy from Kraftwerk Living Technologies. How are you finding the show this year and what do you see the trends for 2026 for you, Kraftwerk or also the industry?Kevin Murphy: I think in many respects, the trend at the moment is survival, which isn't being negative, but the world is a different place from how it was pre-COVID. The industry, though, is very, very alive. There's a lot happening out there. It's good to see the show for full. We actually tried to get a booth this year and couldn't. Everything had sold out. It's busy. People are wandering around with a very positive vein. But there's no doubt that there's— world tensions and there's problems with investment— and it does affect the industry and you know we're not immune from that. Kevin Murphy: But what's been good about this show is that a lot of the partners and Clients that we're working with are starting to announce their new projects. You have to bear in mind, for us, we do high technology behind the scenes in parks and museums and science centres. We can be working on them for many, many years. So we've had projects that have been brewing and they're just starting to get announced now. So what I'm seeing is, although there's concern about the industry, there is a slightly more positive vein coming through. I think the economy is improving out there, investors are starting to come out, and you can make money out of our industry.Claire Furnival: So what in particular have you got going on in 2026? Anything you can talk about and share with us?Kevin Murphy: Well, we're very, very pleased it's been announced, so I can talk about it. Plopsaland, which is a park in Belgium, are working with Mac. And I'm delighted to see that they've just announced, earlier than we expected, we're still working behind the scenes, but they've now announced their new flying theatre. Which will be ready and prepared at the end of 2026 for the 2027 opening.Claire Furnival: Congratulations, that's really, really exciting news.Kevin Murphy: Sadly, a lot of the other projects, I still can't say too, too much, because they may not have announced.Claire Furnival: Yeah, the dreaded NDAs.Claire Furnival: Just bumped into Jacob from Attractions. io. How's the show been for you?Jacob   Thompson: Great. This is my second time at IAAPA in Barcelona. It's been even better than the first time. So the weather's held out. Great conversations, great company. So overall, a success.Claire Furnival: And a little birdie has told me that you have a new feature coming out.Jacob   Thompson: That is true. So, yeah, we have launched a new product this month called GX Pulse. And the idea is it's enabling operators to make sense of all the noise of guest reviews and sentiment by breaking... reviews down from TripAdvisor, Google reviews, their own internal platforms to make sense and map that across a guest journey, specifically for attractions. So it's able to understand sentiment across things like queue management, your attractions, your food and beverage, give you scores and benchmark you against other venues. But most importantly, give you actionable insights to make improvements to the guest experience.Claire Furnival: Brilliant use of data there. Really, really, really good. So is this product now launched?Jacob  Thompson: Yes, yes it is. So we've been demoing it across some attractions at the trade show floor this week and it's had some really positive feedback. This product is completely separate from our core app platform and experience. So even if you don't have a mobile app and don't need a mobile app, this can be valuable for anybody that is looking to understand the sentiment and experience of their guests across their attractions.Claire Furnival: Fabulous. Guest will be seeing you in IAAPA Orlando.Jacob   Thompson: Yes, and I heard there's going to be a great party hosted by Skip the Queue.Claire Furnival: I'm not sure we'll be hosting a party, but we'll certainly be partying.Jacob   Thompson: Well, I'll be there to join you nonetheless.Paul Marden: So we're here for the final day of IAAPA Expo Europe. I've had a whale of a time and I'm sat here with Jakob Wahl, who amazingly, considering three days into this fantastic expo, is still looking fresh and bright. Jakob, please introduce yourself for our listeners who may not know you.Jakob  Wahl: I'm president and CEO of IAAPA, the Global Association for the Attractions Industry. I've done that now for two and a half years, but in total I've been with IAPA for, I think, nearly 15 years.Paul Marden: Wow, so man and boy almost.Jakob  Wahl: Yeah, you know, and I always say the kid in the candy store— I love doing what we do and bringing people together.Paul Marden: How could you not? So this is my first IAAPA. It has been fantastic and stood on the show floor. I think it was yesterday. I was on my own, done so many interviews. I've been bouncing around, but I just had a few minutes by myself and just stood in the middle of it all. Totally is like being a kid in a candy store, the Willy Wonka moment isn't it? Of what this place is like, because it is so fantastic.Jakob  Wahl:  It is and the most wonderful thing about it is, you know, we as an association, we create a framework, but it is actually all of you, our members, who fill it with life. Because everybody comes together. It's just a massive class reunion. People know each other. And the best thing about it is they're all willing to help and support each other. So obviously, the trade show floor is one component, but we have all those networking sessions, the education sessions, safety corners, we have places where people can exchange, depending on what they work in or where they work, and everybody comes together to share. That is so wonderful, because it's not only family-owned parks, small parks, big parks, but it's also the big private equity corporate players. They're all here to really benefit from this platform, and that fills me with pride.Paul Marden: Good. So, as the week draws to a close, what's been the real highlights for you?Jakob  Wahl: How much time do I have? First of all, the people. It's always the people. It's, you know, for me, it's my team coming together from all around the world, putting this together. And then it's... the people coming and creating those education sessions, creating those moments together, sharing their knowledge. That is just wonderful. There's not one specific moment like that, but it happens all the time. Jakob  Wahl: And then one of the highlights for me is always, always, always the opening reception. That is our Tuesday night event, which took place at Tibidabo, this classic historic amusement park on top of Barcelona. We were a little bit concerned Monday. Will it rain? Will it not rain? So we had to rent tents to make sure that everybody will stay dry. And what happens if you're intense? Obviously, it doesn't rain. Jakob  Wahl: There was an expensive insurance, but it turned out to be exactly that evening. And we have been to Barcelona three times now. We have been to the Tibidabo three times and I think I can be pretty sure that when we go back to Barcelona in three years, we will also go again to Tibidabo because, you know, it's just this evening filled with magic and good people.Paul Marden: Excellent. You've had some time wandering the show floors, I'm sure, talking to suppliers, getting a feel for what's happening in the industry. What have you heard from the show floor that you think is going to influence the sector over the year ahead?Jakob  Wahl: I would have loved to ask you that question, actually. What is your impression?Paul Marden: Oh, the blending of tech with real life I find really interesting. We all want to take our kids to attractions because we want to pull them away from their screens. But there's got to be a hook, I think. And in many cases, there are rides or there are amusements of some form that is a skillful blending of that tech with an in-life, in-real-life experience that I think is the hook to get the kids in. But then we're still wrenching them away from the screens. They're doing something for real with family.Jakob  Wahl: Yeah, I think technology enhances the experience. It doesn't replace the experience. I think that is something which is very clear on the show floor, that there are different ways of how you can combine existing attractions with new technology. And we sometimes call it fusion attractions, where you bring several elements into play with each other. And I think that is very important. What we have seen also is an increase in what I would call smart technology. How can you use technology... to improve the guest flow, to make it even smoother. We all want to have a smooth process. It should be easy on the phone. All those things, besides the classic coasters and water slides and inflatables, that is, I think, some area which has really grown on our trade show floor over the past years.Paul Marden: Yeah, absolutely. If you can smooth that process from the moment that they hit the website all the way through, getting them to the experience and then back out the other side and encouraging them to want to return again is really important, isn't it?Jakob  Wahl: And the same is for operations and maintenance, the front of house for the customer, but also the back of house. And we learned some fascinating things. We talked in our leadership breakfast with the CEO of a large park group, and he said, 'There are tools that can now predict 93% of the attendance of every day.' And that is just fascinating because that helps operational planning, that helps food and beverage planning, that helps all those aspects in running a park successfully or running an attraction successfully.Paul Marden: Absolutely. So, as we come to the end of IAAPA Expo Europe, there are many US listeners, I'm sure, also quite a few Brits as well, anticipating IAAPA Expo Orlando in November. Have you got any insider tips or things that we can look forward to in Orlando? Jakob  Wahl: I can say it will be epic. There's quite a significant theme park which opened this year, Epic Universe, which is just down the road from the convention centre.Jakob  Wahl: And we actually have not only... Mark Woodbury is speaking in our keynote in our leadership breakfast. But we also have privatised the park on Thursday evening for the IAAPA Celebrates for four hours. So it is Epic Universe, just for IAAPA members, which will be amazing. I've had the luck to visit the park several times. And I can only tell you, you know, you should be there. The evening before the show opens on Monday, IAAPA has the Legends event, the honorary evening for the Hall of Fame. And this year we're actually inducting five inductees. Among them is Dolly Parton. So if you have ever wanted to meet Dolly Parton. Paul Marden: The real Dolly Parton. Wow.Jakob  Wahl: Yeah, Dolly Parton is getting into the IAAPA Hall of Fame, besides some other really fantastic candidates or inductees. And she will be there to receive that accolade. And as you said, you have many British listeners. Next year, IAAPA Expo Europe is in London.Paul Marden: Now, I'd quite like to do an edit for my family that might be listening, because that did sound quite epic. And we need to be absolutely clear that there's lots of hard work to be done in Orlando, as well as enjoying ourselves at Epic and seeing Dolly Parton.Jakob  Wahl: Yeah, I'm pretty sure we need to Skip the Queue on site for a podcast from Orlando.Paul Marden: Oh, there we go. There we go. I think we should end it there. Jakob, it has been delightful to meet you. I've really enjoyed it. I'm so grateful for being invited to come to IAAPA this year. Bring the podcast here. I've had so much fun. I've learned so much. It's been wonderful. Thank you.Jakob  Wahl: Oh, we love what you do. Thank you, you know, for making the attractions industry present in the digital space. And we are all great listeners of your podcast. So thank you for what you do for us.Paul Marden: Wow, what a week. A massive thank you to IAAPA for hosting us in Barcelona. It was an incredible few days of connection, innovation, and inspiration. We've absolutely loved being part of it. And who knows, maybe we'll see you again sooner than you think. If you liked today's episode, please like us or leave a comment on your podcast platform. It really does help people to find us. And lastly, thank you to all of the team that made these daily episodes and today's wrap-up session. A possibility without the team it could not have been possible to have done this— thank you to Emily and Sami at Plaster, Steve at Folland Co. Wenayn, Claire, and Andy back at Skip the Queue HQ. It has been a delight to be with you and I look forward to seeing you again next week. 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

This special 5th anniversary episode of the Remarkable Retail podcast marks a milestone: five years of insights, disruption, and conversations with the world's most innovative retail thinkers. We reflect on the pod's origin story during the early COVID lockdowns, tracing its evolution from Steve's book Remarkable Retail: How to Win & Keep Customers in the Age of Disruption into an industry-leading show featuring CEOs, founders, and thought leaders shaping global commerce. They share highlights from an impressive guest roster, including Scott Galloway (whose episode remains the most downloaded in the show's history), Artemis Patrick of Sephora, Hal Lawton of Tractor Supply, Chris Nicholas of Sam's Club, Joe Kudla of Vuori, and Neil Blumenthal of Warby Parker. Each clip showcases the powerful themes of customer centricity, innovation, and the relentless pursuit of remarkability.The centerpiece of the episode is a deep and engaging conversation with Seth Godin, returning for his sixth visit. Seth—bestselling author of classics including Purple Cow—first inspired the very language of “remarkability” in Steve's book and the podcast itself. Here, Seth reflects on why being remarkable matters more than ever in an era where “average is dead.” He warns leaders that chasing efficiency or “suck less” strategies won't suffice; brands must create conditions where customers want to talk about them. He draws a sharp distinction between simply being “better” through incremental improvements and being truly remarkable in ways that spark conversation, loyalty, and cultural resonance.Seth also delves into the impact of AI as the biggest societal shift since electricity. Rather than reducing costs by outsourcing tasks, he urges retailers to harness AI to enable new projects and creative possibilities. He illustrates this with his latest Kickstarter project—AI-driven card decks designed to spark learning, decision-making, and storytelling. For Seth, experimentation and accessible tools are the gateway to innovation, and he emphasizes that risk-taking in the AI era costs little but delivers exponential learning.Together, Michael, Steve, and Seth explore enduring themes: knowing who it's for and what it's for, the value of continuous improvement, and why shunning non-believers is essential to staying authentic.  About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

From its early beginnings as a digitally native disruptor to becoming a household name in eyewear, Warby Parker has consistently challenged conventions in retail. Sandy Gilsenan, Warby Parker's chief retail and customer experience officer, explores how the company is reshaping the customer journey and redefining what it means to be an innovative retailer today.(00:00:00) Gilsenan's career path to Warby Parker(00:05:08) The power of omnichannel retail(00:07:43) Who is the Warby Parker customer?(00:10:30) Staying innovative and looking ahead(00:16:20) Harnessing AI to enhance retail(00:20:30) Advice for the next generation of retailersThe National Retail Federation is the world's largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Get ready for Retail's Big Show in NYC• Become an NRF member and join the world's largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 384: The digital strategy behind Mack Weldon's growth• 353: How customer-facing AI will energize retail's future

What You'll Learn:In this episode, hosts Shayne Daughenbaugh, Andy Olrich, and guest Claire Quigley discuss the gap between technological capabilities and business outcomes. They emphasize an understanding of the purpose of transformation, aligning leadership and people, and ensuring clear communication and change management.About the Guest:Claire Quigley is the founder of Launchpad9, a boutique consultancy dedicated to inspiring and empowering meaningful innovation in established organizations. Claire brings a unique perspective shaped by her journey through high-tech startups, SMEs, and large corporations, where she has learned firsthand what truly works—and what doesn't—when it comes to forming and executing innovation and growth strategies that make a real difference.Links:Click Here For Claire Quigley's LinkedInClick Here For 'Tech Team Whisperer' Website 

I have a confession to make – I'm a huge Starbucks fan.I know in some of your eyes that might make me basic or tacky or "very American," but it's the truth. I grew up watching Friends and Frasier, and both shows made the idea of going to a "coffee shop" seem like an exotic outing that was only available to people who lived in the Big City.I did not live in the big city. I was a military kid, raised mostly in rural North Dakota, Texas, and Virginia. When I did finally manage to escape it was to go to music school in North Carolina. Starbucks was the first place I had that "coffee shop experience," and I loved it from the start. To this day, whenever I go back to the US to visit family, Starbucks is where my mom and I sit down and catch up over a skinny cappuccino (her favorite).And now that I live in the UK most of the time, Starbucks is the place where I can enjoy a classic, tasty piece of pure American autumn bliss once a year.That's right, in this episode of the Choice Hacking podcast I'm unpacking the psychological principles that make Starbucks' Pumpkin Spice Latte such a massive hit – and how you can apply these same principles to your own business.⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐COACHING✅ To learn more about working one-on-one with Jen and book your free Connection Call, visit https://www.choicehacking.com/coaching-inviteThis month I have 3 spots available - first come, first serve.FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHackingWORK WITH JEN CLINEHENS & CHOICE HACKING✅ Training & Workshops: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Join the Choice Hacking Pro community: Get a Chief Marketing Copilot (powered by psychology) for your business when you join the Pro community. Get live weekly Workshops, Group Coaching and Office Hours.Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told “emotion is a soft skill” by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like translate small emotional gestures into massive financial results. More importantly, she shares a clear framework that shows leaders exactly how to measure emotional ROI and three practical steps you can take this week. By the end, you'll see why emotion isn't a soft skill; it's the new currency of customer experience and the most strategic advantage your business has. Learn more at   Book time with Stacy Sherman through this   Listen to HBC full episode  

In this episode, Shintaro Higashi breaks down 5 unexpected reasons why Brazilian Jiu-Jitsu (BJJ) is more popular than Judo—and it's not just about leg grabs or rule sets. From space efficiency to community building, he takes a thoughtful and honest look at how BJJ has outpaced Judo, especially in the U.S. martial arts scene.

Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes. Annette is the author of multiple books, including Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business; and Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, which provide actionable frameworks for embedding culture, employee experience, and customer experience into business strategy. She is also a sought-after keynote speaker, sharing her expertise with audiences worldwide. A champion of culture-driven transformation, Annette serves as an advisor, mentor, and advocate for organizations looking to elevate their workplace environments, empower employees, and strengthen customer relationships. Recognized as one of the top influencers in the EX and CX space, she continues to shape the industry through her work, writing, and thought leadership. Resources  CX Journey Inc.: https://annettefranz.com/ Please, hit the follow button:  Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

This episode is brought to you by Commerce.Gift shops are more than a post-museum pit stop — they can be retail destinations in their own right.In this episode of Retail Remix, host Nicole Silberstein sits down with Jesse Goldstine, Chief Retail Officer at the Museum of Modern Art (MoMA), to discuss the recent redesign of the MoMA Design Store in SoHo and the unique nuances of museum-affiliated retail.Jesse shares how the iconic museum is connecting culture with commerce in its retail experiences through storytelling, product curation and immersive design.