Podcasts about Customer experience

W 996. odcinku podcastu „BSS bez tajemnic” zaprosiłem do rozmowy Monikę Röhr-Łukasik – Dyrektor Zarządzającą Foundever Polska. Głównym tematem odcinka jest atrakcyjność Polski jako lokalizacji dla niemieckojęzycznych usług typu BPO i CX. Dlaczego niemieckie firmy coraz częściej wybierają Polskę jako centrum operacyjne dla obsługi swoich klientów? Jakie czynniki wpływają na rosnące zainteresowanie naszym krajem z punktu widzenia biznesu i języka?Odpowiedzi na te pytania usłyszycie w tym odcinku!Monika, mająca ponad 17-letnie doświadczenie w branży, przedstawia szereg powodów, dla których Polska to obecnie „go-to” miejsce dla firm z Niemiec. Mowa m.in. o wysokiej jakości językowej, dużej liczbie osób władających niemieckim, bliskości kulturowej, stabilności gospodarczej oraz przynależności do UE – kluczowej z perspektywy ochrony danych i compliance, szczególnie w sektorze finansowym.Rozmowa porusza również rolę Gdańska jako rosnącego hubu niemieckojęzycznego, sposoby rekrutacji i onboardingu pracowników oraz unikatowe podejście Foundever do jakości obsługi klienta. Dowiecie się, dlaczego język niemiecki uznawany jest za „premium” na rynku pracy, oraz jak nowoczesne technologie wspierają pracowników w codziennej pracy, bez wypierania „ludzkiego” kontaktu, który wciąż pozostaje kluczowy – zwłaszcza dla klientów z Niemiec.To wartościowa rozmowa nie tylko dla osób z branży outsourcingu i usług wspólnych, ale również dla tych, którzy rozważają rozwój kariery w obszarze Customer Experience i znają język niemiecki. Stabilne, dobrze płatne i rozwojowe miejsca pracy – to nie hasła reklamowe, ale realna rzeczywistość.Posłuchaj i przekonaj się, jak Polska umacnia swoją pozycję lidera w obsłudze rynku niemieckiego!Kluczowe punkty nagrania:·         Polska jest atrakcyjnym rynkiem dla inwestorów z Niemiec ze względu na wysoką jakość pracy, dobrą znajomość języka niemieckiego oraz bliskość kulturową.·         Sektor usług wspólnych i outsourcingu w Polsce, w tym szczególnie obsługa klienta, rozwija się dynamicznie i oferuje stabilne oraz dobrze płatne miejsca pracy dla osób znających język niemiecki.·         Firmy niemieckie, które decydują się na współpracę z polskimi partnerami, często pozostają w długoterminowych relacjach, doceniając profesjonalizm i zaangażowanie polskich pracowników.  Linki:Monika Röhr-Łukasik na Linkedin - https://www.linkedin.com/in/monika-r%C3%B6hr-%C5%82ukasik-596b3932/Foundever - https://foundever.com/pl/Porozmawiaj o tym odcinku ze sztuczną inteligencją –  https://bbs-bez-tajemnic.onpodcastai.com/episodes/72o0Ydifwq3/chat  ****************************  Nazywam się Wiktor Doktór i na co dzień prowadzę Klub Pro Progressio https://klub.proprogressio.pl/pl – to społeczność wielu firm prywatnych i organizacji sektora publicznego, którym zależy na rozwoju relacji biznesowych w modelu B2B. W podcaście BSS bez tajemnic poza odcinkami solowymi, zamieszczam rozmowy z ekspertami i specjalistami z różnych dziedzin przedsiębiorczości.Zapraszam do odwiedzin moich kanałów na:YouTube - https://www.youtube.com/@wiktordoktorFacebook - https://www.facebook.com/wiktor.doktorLinkedIn - https://www.linkedin.com/in/wiktordoktor/Moja strona internetowa - https://wiktordoktor.pl/Możesz też do mnie napisać. Mój adres email to - kontakt(@)wiktordoktor.pl  ****************************  Patronami Podcastu “BSS bez tajemnic” są:Marzena Sawicka https://www.linkedin.com/in/marzena-sawicka-a9644a23/Przemysław Sławiński https://www.linkedin.com/in/przemys%C5%82aw-s%C5%82awi%C5%84ski-155a4426/Damian Ruciński - https://www.linkedin.com/in/damian-rucinski/Szymon Kryczka https://www.linkedin.com/in/szymonkryczka/Grzegorz Ludwin https://www.linkedin.com/in/gludwin/Adam Furmańczuk https://www.linkedin.com/in/adam-agilino/Wspaniali ludzie, dzięki którym pojawiają się kolejne odcinki tego podcastu. Ty też możesz wesprzeć rozwój podcastu na:Patronite - https://patronite.pl/wiktordoktorPatreon - https://www.patreon.com/wiktordoktorBuy me a coffee - https://www.buymeacoffee.com/wiktordoktorZrzutka.pl - https://zrzutka.pl/j8kvarBecome a supporter of this podcast: https://www.spreaker.com/podcast/bss-bez-tajemnic--4069078/support.

In this episode, UC Today host Kieran Devlin sits down with Steve Forcum, Director of Marketing and Program Management at SIPPIO, to explore how the company is helping UC channel partners navigate today's evolving market.As economic uncertainty grows and traditional UC sales slow, SIPPIO offers a compelling blueprint for partners to drive growth, tap into new verticals, and simplify voice deployments across Microsoft Teams and Zoom. If you're a UC channel partner looking to stay ahead, this is one conversation you don't want to miss. What if you could turn Teams or Zoom into a seamless calling experience without complex integrations or added costs?In this insightful video, Steve Forcum reveals how SIPPIO empowers channel partners with the tools, knowledge, and flexibility to do just that—while scaling faster and smarter.Tapping into untapped UC potential – Why the unified communications market isn't saturated, and how SIPPIO helps partners find “white space” opportunities with customers who already have platform licenses but no calling planA smarter go-to-market strategy – From vertical-specific campaigns to demand-gen kits, SIPPIO gives partners ready-made tools they can brand and deploy instantlyThe SIPPIO Partner Exchange advantage – Learn how this marketplace expands reseller access to Operator Connect, shortens the sales cycle, and connects customers with the right partners based on location and specializationSales velocity meets e-commerce – Discover how the SIPPIO Store gives partners a customizable online storefront to accelerate quoting and streamline UC sales with automation 

W 995. odcinku podcastu „BSS bez tajemnic” przyglądam się świeżo opublikowanemu raportowi przygotowanemu przez Ryan Strategic Advisory. To doroczne badanie, które pokazuje preferencje globalnych firm w wyborze lokalizacji do świadczenia usług Customer Experience w modelu offshoringowym. Wyniki pochodzą z ankiety przeprowadzonej w I kwartale 2025 roku wśród 819 respondentów z 12 różnych rynków świata.Opowiadam Wam o pierwszej piątce lokalizacji, które znalazły się na czele tegorocznego rankingu – liderem są Indie, tuż za nimi Filipiny, a Polska – co mnie ogromnie cieszy – uplasowała się na trzecim miejscu, ex aequo z Republiką Południowej Afryki. Wskazuję, które kraje cenią nas najbardziej i dlaczego jesteśmy tak wysoko oceniani przez menadżerów CX z Niemiec, Holandii, Wielkiej Brytanii czy Włoch.Dzielę się również refleksjami na temat rosnącej roli geopolityki i niepewności gospodarczej w kontekście wyboru lokalizacji BPO, a także zwracam uwagę na dynamiczny rozwój Malezji, Egiptu i... Fidżi! Tak, ta wyspa zyskała uznanie jako nowy gracz na outsourcingowej mapie świata.  Kluczowe punkty nagrania:·         Polska zajmuje trzecią pozycję w rankingu preferowanych lokalizacji offshoringowych dla usług Customer Experience przygotowanym przez Ryan Strategic Advisory.·         Indie i Filipiny dominują jako najpopularniejsze kraje dla offshoringu usług Customer Experience, zajmując odpowiednio pierwsze i drugie miejsce.·         Geopolityczne i gospodarcze niepewności wpływają na wybór lokalizacji offshoringowych, co może obniżać atrakcyjność Polski dla inwestorów zza Atlantyku.  Linki:Opis raportu na stronach Ryan Strategic Advisory - https://ryanadvisory.com/india-is-the-most-favored-offshore-cx-delivery-point-in-2025/Porozmawiaj o tym odcinku ze sztuczną inteligencją - https://bbs-bez-tajemnic.onpodcastai.com/episodes/SPY3zm0AAjw/chat****************************  Nazywam się Wiktor Doktór i na co dzień prowadzę Klub Pro Progressio https://klub.proprogressio.pl/pl – to społeczność wielu firm prywatnych i organizacji sektora publicznego, którym zależy na rozwoju relacji biznesowych w modelu B2B. W podcaście BSS bez tajemnic poza odcinkami solowymi, zamieszczam rozmowy z ekspertami i specjalistami z różnych dziedzin przedsiębiorczości.Zapraszam do odwiedzin moich kanałów na:YouTube - https://www.youtube.com/@wiktordoktorFacebook - https://www.facebook.com/wiktor.doktorLinkedIn - https://www.linkedin.com/in/wiktordoktor/Moja strona internetowa - https://wiktordoktor.pl/Możesz też do mnie napisać. Mój adres email to - kontakt(@)wiktordoktor.pl  ****************************  Patronami Podcastu “BSS bez tajemnic” są:Marzena Sawicka https://www.linkedin.com/in/marzena-sawicka-a9644a23/ Przemysław Sławiński https://www.linkedin.com/in/przemys%C5%82aw-s%C5%82awi%C5%84ski-155a4426/Damian Ruciński - https://www.linkedin.com/in/damian-rucinski/Szymon Kryczka https://www.linkedin.com/in/szymonkryczka/Grzegorz Ludwin https://www.linkedin.com/in/gludwin/Adam Furmańczuk https://www.linkedin.com/in/adam-agilino/Wspaniali ludzie, dzięki którym pojawiają się kolejne odcinki tego podcastu. Ty też możesz wesprzeć rozwój podcastu na:Patronite - https://patronite.pl/wiktordoktorPatreon - https://www.patreon.com/wiktordoktorBuy me a coffee - https://www.buymeacoffee.com/wiktordoktorZrzutka.pl - https://zrzutka.pl/j8kvarBecome a supporter of this podcast: https://www.spreaker.com/podcast/bss-bez-tajemnic--4069078/support.

This is Zack Fuss. Today, we are breaking down Interactive Brokers, widely recognized as IBKR. Founded in 1978, Interactive Brokers evolved from a market maker on the American Stock Exchange to a global, cutting-edge electronic brokerage firm. Its founder, Thomas Peterffy, remains far and away its largest shareholder and has earned his place as one of the wealthiest people in the world. To break down IBKR, I'm joined by Freddie Lait and Jacopo Di Nardo of Latitude Investment Management. We explore the journey of IBKR from its early days as Timber Hill to its current status as a publicly traded company with a market cap of nearly $80 billion. We also discuss their differentiated tech stack, their global reach, and their famously low fees. Please enjoy this breakdown of Interactive Brokers. Subscribe to Colossus Review For the full show notes, transcript, and links to the best content to learn more, check out the episode page here. —- This episode is brought to you by Octus, formerly Reorg, is the essential credit intelligence and data provider for nearly 40,000 professionals across the world's leading buy side firms, investment banks, law firms and advisory firms. By surrounding unparalleled human expertise with embedded AI technology, data and workflow tools, Octus unlocks powerful truths that fuel decisive action in financial markets. Visit octus.com to learn how rigorously verified intelligence is delivered at speed to create a complete picture across the entire credit lifecycle.  —- Business Breakdowns is a property of Colossus, LLC. For more episodes of Business Breakdowns, visit joincolossus.com/episodes. Editing and post-production work for this episode was provided by The Podcast Consultant (https://thepodcastconsultant.com). Show Notes (00:00:00) Welcome to Business Breakdowns (00:03:41) Overview of Interactive Brokers (00:04:53) Revenue Streams and Business Model (00:06:15) Competitive Landscape and Differentiation (00:08:38) Founder Thomas Peterffy's Story (00:11:31) Payment for Order Flow and Market Access (00:13:41) Automation and Risk Management (00:16:50) Customer Experience and Balance Sheet Strategy (00:26:33) Growth Opportunities and International Expansion (00:34:34) Valuation and Financial Metrics (00:37:28) Risks and Stress Tests (00:42:13) Lessons From IBKR

Kari Hargrave is the definition of grit, creativity, and community. From launching a scratch insurance agency in a town with no stoplights to bagging groceries for free just to meet people, Kari's story is a masterclass in hustle, heart, and doing things differently. In this conversation, Scott and Kari unpack what it really takes to build a business, a brand, and a life you're proud of—without losing your humanity along the way.

Despite the rise of digital payments, checks remain a valid form of payment, especially for businesses and individuals. With mobile deposit and ATM deposits, it's more convenient than ever to deposit a check. However, this brings with it a risk for fraud. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Scott Fieber, chief strategy officer at Cook Solutions Group and Austin Smith, director of product development at Cook Solutions Group about how to prevent check imaging fraud without harming the customer experience.In many cases, this topic is a balancing act for banks. They need to provide funds for deposited checks in a reasonable time frame, but they also have to be aware of individuals attempting to commit fraud by withdrawing cash before a check bounces.During the podcast, Smith and Fieber discussed issues surrounding checks in detail include:Are ATMs seeing in an increase in check deposits?What are some of the ways people commit check fraud with ATM check deposits?How is Cook Solutions Group involved in check imaging?How can banks keep up with customer demands for funds availability while still preventing fraud?What are ways AI can help?

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it.   Takeways Bankruptcy often affects companies with poor customer service. The experience gap leads to customer dissatisfaction. Customers are revolting against companies that fail to deliver value. Amazon excels in convenience and customer experience. Great customer experience is not guaranteed; companies must stay vigilant. Mystery shopping can provide valuable insights into customer experience. Understanding the customer's viewpoint is crucial for businesses. Pursuing greatness requires commitment and effort. Most people are not willing to do what it takes to be great. Greatness is a choice, not a given. Chapters 00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors   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.

Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions. Michael highlights VXI's success in winning three Stevie awards for retention, win-back, upsell, and cross-sell. Michael stresses the significance of the human touch in customer interactions, leveraging AI for training and recruitment, and the importance of blending sales and service roles. He argues that companies should focus on driving revenue per interaction and maintaining customer loyalty through personalized service. Many business journals talk about turning the contact center into a profit center, but in this conversation Michael gives his thoughts on how to really make it happen... http://vxi.com/ https://www.linkedin.com/in/michael-aronowitz/

Watch on YouTube.In this episode of the Big UC News Show, host David Dungay is joined by co-host Kieran Devlin and a panel of industry thought leaders: Melody Brue, Blair Pleasant, Dom Black, and Zeus Kerravala.Together, they unpack the implications of Microsoft's latest Work Trend Index, which imagines a future built on AI-powered "agentic" organizations. They also delve into IDC's report showing Microsoft's UC&C dominance and dissect what Avaya's new Infinity platform means for enterprise communications. If you're looking to understand where the future of collaboration tech is headed, this episode is essential viewing.The UC space is shifting fast — and this panel of analysts and experts is here to make sense of it all. From Microsoft's vision of "agent bosses" and AI-first organizations to IDC's latest market share data and Avaya's next-gen platform, this is a deep dive into the trends shaping tomorrow's workplace.Key discussion points:Microsoft's Work Trend Index outlines a future of work driven by agentic AI and frontier firms, introducing metrics like the “human-to-agent ratio.”AI as a co-worker: Experts debate digital labor as an additive force, the coming org chart shakeups, and the skills gap challenge.IDC's UC&C report reveals Microsoft now represents 45.6% of the market — a dominant position with major implications.Avaya's Infinity platform sparks debate around innovation, integration, and the brand's next chapter.Thanks for watching, if you'd like more content like this, don't forget to SUBSCRIBE to our YouTube channel.You can also join in the conversation on our  X and LinkedIn pages.

On this episode, we are sharing the audio from our latest LinkedInLive presentation on CX Global Insights 2025: A sneak peek into Ipsos' newglobal benchmark of Customer Experience. During our Live event, we explored key findings, such as the surprising “Onaverage, around the world, 70% of customers say they choose to use a brandbecause they know the experience will be good”, the impact of these surveyresults on your CX strategy, and the trends shaping the future of CX. We alsocovered topics such as the growing importance of emotional attachment, keydrivers of CX, personalisation, best and worst performing sectors.  ◼ Host:Sara Pike,Head of CX, Ipsos in Singapore◼ Guests:Jean-FrancoisDamais, Global Chief Research Officer, IpsosFrancisco AgustínAcuña Bachmann, Head of CX, Ipsos in Latam The video presentation can be found by following this link!  #CX#CustomerExperience#GlobalInsights#Benchmark#Performance#Business

In this episode of The CXPod, Merete and Joanna welcome Bruce Temkin, a thought leader in customer experience and AI. The conversation explores the intersection of technology and humanity, discussing how AI can enhance customer experiences while maintaining a human-centric approach. Bruce shares insights on the importance of understanding customer needs, the limitations of traditional metrics like NPS, and the future of leadership in creating human-centric organizations. The discussion emphasizes the need for empathy, connection, and the role of AI in supporting these goals.Link to Bruce on Linkedin: https://www.linkedin.com/in/brucetemkin/Humanity at scale: https://humanityatscale.substack.com/

Customer expectations have skyrocketed—people now demand instant, personalized, and seamless interactions across every touchpoint. But are companies truly meeting these expectations, or are they still stuck in reactive customer service models? What if AI could completely transform the customer experience into something proactive, predictive, and even empathetic? Joining me today is Vinod Muthukrishnan, VP & COO of Webex Customer Experience at Cisco. Vinod is a leader in the future of customer experience (CX), helping organizations use AI to anticipate customer needs, deliver seamless automation, and create personalized interactions at scale. Vinod Muthukrishnan is the VP & COO for the Webex Customer Experience Business Unit, overseeing Go To Market, Customer, and Business Operations. In this role he collaborates with Cisco field teams, partners, and customers to deliver innovative solutions. His passion lies in creating products that solve real customer pain points and providing a seamless customer experience. He also values building strong communities, teams, culture, and operating rhythms.Previously, Vinod spent three years in Enterprise AI at Uniphore, a Cisco Investments Portfolio Company, where he developed a product enabling Citizen Developers to create AI and automation solutions. He managed Uniphore's customer functions, including Delivery, Technical Support, Customer Success, and AI consulting, helping enterprises align their business goals with AI roadmaps.Vinod was also VP & COO at the Webex Contact Center Business Unit during a period of significant growth and innovation. During his tenure at the BU, the IMI CPaaS business was acquired, and Webex Contact Center was launched. These two initiatives now serve as the foundations of the Webex Customer Experience Business Unit. Vinod oversaw all GTM functions.He joined Cisco when his startup, CloudCherry, was acquired in 2019. As Co-Founder and CEO of CloudCherry, he and his team developed a Customer Experience Platform that became Webex Experience Management. They also built the foundations of the Customer Journey Data Service, essential to the Webex Portfolio today.Coming from a military family, Vinod began his career in the Merchant Marine at 18, becoming a certified First Officer with Maersk Line and sailing to over 60 countries. He later joined the founding team at MarketSimplified, which introduced mobile trading to major brokerages like TD Ameritrade and OptionsExpress. RESOURCESCisco: https://www.cisco.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon'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/agile150Connect 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 podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

Sales training is often ineffective without strategic leadership and broader organizational support. Mark Cox sits down with Scott Edinger, CEO of Edinger Consulting, who shares how he successfully drives sales by becoming a strategic growth leader. He presents his Five Flags Start framework to elevate your sales approaches, create value that goes beyond tangible products, and achieve your very own idea of success. Scott also discusses how to harness the power of AI and technology in shaping the current world of sales, all while keeping the human sales experience alive and intact.  

There is a strong relationship between the business' bottom line and workplace culture. Companies that prioritize their company culture can see a substantial 33% increase in revenue, highlighting the undeniable link between a strong workplace culture and financial success.1Human Resources (HR) plays a vital role in making a business' most important asset – its people – feel valued and supported, enabling them to deliver their best work. This is imperative for any enterprise undergoing major change. By creating a culture inclusive of well-being, companies can foster a more people-first environment while delivering on strategic business outcomes.In this episode, our experts dive into why prioritizing people creates a more positive and supportive workplace culture and ultimately drives success for the business.Source: Organizational Culture: What Leaders Need to KnowFeatured ExpertsMatt Elliott, Chief People Officer, Bank of IrelandMaryjo Charbonnier, Chief Human Resources Officer, Kyndryl

In the latest episode of the Remarkable Retail podcast, hosts Michael LeBlanc and Steve Dennis continue their conversation with retail media expert Andrew Lipsman, founder and chief analyst at Media, Ads and Commerce, exploring the evolution and future of retail media networks.The episode kicks off with an in-depth news segment covering significant economic developments. The hosts discuss the recent GDP drop in the US, which they note is primarily driven by increased imports and inventory buildup as retailers front-loaded inventory ahead of tariff implementations. They analyze the recent disconnect between poor consumer confidence numbers and actual retail spending patterns. The hosts also examine tech company earnings, with most reporting strong results except for Apple, which is facing challenges related to tariffs and China exposure. Apple's response to tariffs—shifting manufacturing to India and Vietnam rather than the US—highlights unintended consequences of the trade policies. The news segment concludes with a discussion of Amazon's earnings and the surprising termination of Kohl's CEO Ashley Buchanan over an improper vendor relationship.In the interview segment with Andrew Lipsman, the conversation centers on the mechanics of successful retail media networks and future trends. Lipsman explains his concept of the "retail media flywheel," noting that when this flywheel takes off, it produces exponential rather than linear growth. He emphasizes that while Amazon pioneered this approach, other retailers can build their own flywheels tailored to their specific assets.A significant portion of the discussion addresses concerns about whether retail media might compromise customer experience. Lipsman acknowledges this concern but believes it can be managed with thoughtful execution and relevant advertising. He points to Trader Joe's as an interesting counterexample—a retailer explicitly rejecting retail media to focus on merchandising excellence.For retailers considering or developing retail media networks, Lipsman advises realistic expectations, particularly for mid-size and smaller players who may benefit more from joining aggregated networks rather than building walled gardens. He cautions that many retailers overvalue their first-party data and underestimate what's needed to monetize it effectively.Looking to the future, Lipsman predicts that while on-site search advertising will continue to drive significant revenue, the big growth opportunities lie in streaming TV advertising and in-store media. He estimates in-store advertising represents a potential $20-40 billion opportunity, noting that physical stores account for about 5% of all media time spent but currently capture only 0.1% of ad spending. While acknowledging implementation challenges, he points to successful examples outside the US, particularly in the UK and Asia, as evidence of the model's viability. YouTube episode Photo by Nathan Cima on Unsplash Here is a 10% off code for the CommerceNext Growth Show exclusive to Remarkable Retail listeners: REMARKABLE. 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.

  "Hiding interesting objects in plain sight is a hallmark of Great Gotham Challenge." In New York, everyone's got a story. A gimmick. A hustle. The city's crawling with characters. Some are just colorful. Others... well, others are part of something bigger. A secret. A puzzle. That hot dog vendor on the corner? A whispered password might just grant you access to a secret underground lair. You never really know if someone's just being New York... or if you're already inside the game. Capturing this elusive feeling of a magical underground is what drives Jon Seale and Ryan Patch. They run the Great Gotham Challenge, a massive city-wide puzzle adventure that weaves through the bones of New York City. They describe it as part puzzle hunt, part Amazing Race, and part immersive theater. I really enjoyed hearing about all the custom props they create for the Great Gotham Challenge that look like ordinary New York objects, but are actually part of the game. There is something magical about an item hidden in plain sight that players will overlook until they're clued to take a deeper look. Much of their game is designed to encourage players to explore stories of New York's oddities and its secret histories. They also talk about working on Compass, formerly known as "Midnight Madness." You can read reviews about past Great Gotham Challenges on Room Escape Artist.   Full Show Notes   Episode Sponsors Thank you to our sponsors: Weldwood Marketing, Buzzshot, COGS by Clockwork Dog, Hive: The Race to Save Time Puzzle Hunt, and Patreon supporters like you.    Weldwood Marketing Maximize your online presence with Weldwood Marketing. It's a one-stop shop for digital marketing—specializing in web design, SEO, online ads, and best business practices. They can even manage all your integrations so you can track the customer journey from clicking on an ad to booking your game. Let Weldwood help unlock more money for your business. Special offer exclusively for REPOD listeners: Weldwood rarely offers discounts, but they did for us. REPOD listeners get 15% off Marketing Services for the first 3 months, PLUS $750 off escape room websites. Schedule your Discovery Call and mention REPOD in the notes! Visit weldwoodmarketing.com/repod to learn more about this exclusive offer.   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.   Hive: The Race to Save Time Puzzle Hunt Based on the new Madders of Time series by bestselling author DL Orton. Registration opens May 1, 2025 Hive: The Race to Save Time runs from May 16-26, 2025 Over $1,000 in Prizes, winners determined by sweepstakes. Purchase of the book or free alternative method of entry registration is required to participate, but the e-book will be available for just 99 cents while the hunt is running. Visit Hive: The Race to Save Time website for more details. Preorder the book today!   Become a Patron Today! Supporitng us on Patreon helps to fund our work, pay our team, and it grants you access to an incredible library of bonus content including:  The REPOD Bonus Show The Spoilers Club The Travelogue Series Thank you to all of our ongoing supporters

Turning Customer and Employee Feedback into a Strategy for Success  Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy's customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs?  What role does employee engagement play in enhancing the customer experience?  How can schools empower students to achieve their future goals, both academically and in sports?  How can schools create a system that effectively responds to feedback from students and parents?  What is reputation marketing?  Top Takeaways:   Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others.   While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience.   IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They've built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score.  Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers.  When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers.  Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued.   IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester.  This helps personalize and continuously improve every student's journey.  Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them "win their future."   Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in!  Quote:   "You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action."  About:    Mike Milliron is the Chief Operating Officer of IMG Academy's Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees.  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 textIn this powerful episode of Navigating the Customer Experience, we sit down with Dave Garrison, leadership strategist, former CEO, and author of The Buy-In Advantage: Why Employees Don't Care – and What Great Leaders Do to Inspire Them to Give Their All. With over 25 years of experience leading and advising public and private companies—including Ameritrade—Dave shares his journey from CEO to co-founder of Garrison Growth, where he helps leaders transform workplace culture and team engagement.Dave's Journey from CEO to Culture ChampionDave opens up about his personal transformation—from leading multinational corporations to discovering his passion for helping people reach their full potential. Encouraged by close friends who questioned whether being a high-profile CEO was truly bringing him joy, Dave embarked on a path that led to founding Garrison Growth. Today, his mission is to help leaders create workplace environments where employees thrive—and where customers feel that impact.Why Engagement is Dropping (And How to Reverse It)Dave discusses startling insights from Gallup's latest data showing that global employee engagement has dropped again. He explains that no leader wants a disengaged workforce, and no employee chooses to disengage—but without intentional focus, engagement simply won't happen. Because it's not commonly reinforced by investors or executive dashboards, many leaders unknowingly neglect it.The “Gas Factor” and What Really Drives EngagementLeaders often default to surface-level perks like bonuses, free food, or ping-pong tables to boost morale. While appreciated, these don't move the needle. Dave reveals that employees today—especially Gen Z—are more motivated by meaningful impact, alignment with purpose, and strong team relationships. When employees feel heard, valued, and connected to a bigger mission, that's when true engagement happens.From Micromanaging to EmpowermentMicromanaging often comes from good intentions but can stifle team growth. Dave challenges leaders to identify the one or two areas where their close involvement truly adds value and let go of control in other areas. Referencing Steve Jobs' hyper-focus on design, he urges leaders to trust the “collective genius” of their teams and foster an environment of trust and autonomy.The Three Pillars: Inspired People, Smart Outcomes, Empowered TeamsIn The Buy-In Advantage, Dave outlines three key pillars of high-performing organizations. The biggest challenge he sees? Prioritization. Many leaders overwhelm teams with long lists of goals. He stresses the importance of narrowing focus to just three core priorities and engaging the team in bringing them to life. The secret? Creating alignment through conversations, not commands—what Dave calls a “done with” not “done to” mindset.Making Values Stick Through StorytellingCompany values can't just live on a poster. Dave champions storytelling as a powerful way to reinforce culture. He shares practical examples like executives spending time in customer service centers or calling clients directly—not to promote products, but to deeply understand their needs. These experiences yield stories that inspire teams and reinforce the company's purpose in meaningful, memorable ways.AI as a Game-ChangerWhen asked about a tool he can't live without, Dave points to AI—specifically tools like Claude and ChatGPT. He emphasizes the importance of input quality, recommending leaders use detailed, emotionally contextual prompts (about 400 words) to get the most powerful results from AI, especially for brainstorming and problem-solving.Books That Shaped Dave's ThinkingTwo books had a significant influence on Dave's approach to

This week, inspired by a powerful group discussion assembled by Dave Foy, I took to the microphone to reflect on my journey in the automotive industry. While I've been fortunate to work alongside supportive leaders who mentored and shaped my career, not every experience has been smooth.In this episode, I share a few memorable stories of moments when customers pushed back—those challenging encounters that taught me just as much as the positive ones. These are the real stories from the service drive that so many of us can relate to.Tune in for a candid, behind-the-scenes look at life in fixed ops!Host:Cindy Lawrence713.299.2435Cindy@OnTheDriveTraining.comAtYourServcie-Drive.com

  On this episode of the Customers First Podcast, I had the privilege of speaking with Joshua Hart, an expert in conflict management and communication training. With nearly two decades of experience, Joshua has honed his skills in helping organizations navigate complex interpersonal dynamics. We explored the transformative journey that led him to specialize in conflict resolution, beginning with his early aspirations to become a marriage counsellor influenced by his family's background in ministry. However, he soon discovered that his true calling lay in helping groups and organizations tackle their communication challenges, leading him to pursue advanced education and certification in dispute resolution. Joshua shared some pivotal experiences from his career, including moments that sparked his passion for proactive conflict management. One key anecdote involved witnessing a heated confrontation between senior managers, highlighting the need for a better approach to communication and a framework for addressing conflict within organizations. This experience solidified his transition from radio, where he spent 14 years, to focus on conflict resolution," driving his motivation to develop communication strategies that foster understanding and resolution among divergent viewpoints. We delved into the significant changes that digital communication and social media have introduced to conflict dynamics. Joshua voiced concerns that the reliance on technology can diminish the human connection essential to effective conflict resolution. He emphasized that while digital tools can simplify searching for information, they cannot replicate the emotional intelligence that comes from face-to-face interaction. The conversation highlighted how understanding one's audience and recognizing different communication styles are vital for effective leadership, especially across generational divides in today's workplaces. Throughout our discussion, Joshua provided valuable insights into bridging generational gaps within teams by actively seeking feedback on preferred communication methods. He proposed actionable steps for leaders, including creating an open dialogue where team members can express their needs and frustrations and ensuring that multiple avenues for communication are available. The notion of being a "fire marshal" instead of a "firefighter" resonates throughout his philosophy; effectively preventing conflicts before they escalate is essential to fostering a productive workplace.  As we wrapped up the episode, Joshua shared his belief in authentic connections and is eager to continue helping individuals navigate their challenges. This episode offers a treasure trove of insights for leaders aiming to cultivate more effective collaborative environments, reinforcing that empathy and proactive engagement are crucial for organizational success.   Joshua's Contact Information: Website: joshuahartconsulting.com LinkedIn: @mrjoshuahart   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson  Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Starting your career is more than landing that first job—it's about building a foundation for lifelong growth and opportunity. With graduation season in full swing, Victoria Meyer shares her most impactful career advice for new graduates in and beyond the chemical industry, drawing on insights from industry leaders and her own journey. From embracing the career marathon to building a strong network or “work posse,” finding your expertise, and knowing when to speak up, Victoria offers practical tips that every professional can use—whether you're just starting out or looking to advance your career. Financial wisdom, communication skills, and seizing new opportunities are at the heart of this episode, alongside the encouragement to take calculated risks and develop a joy for success over fear of failure. Perfect for bookmarking and sharing with colleagues or the new grads in your life, this episode delivers concise guidance and inspiration for anyone ready to thrive in their professional journey.  Get ready for an in-depth look at these topics this week: 00:00 Career Advice for Chemical Professionals 03:35 Career Advice: Embrace the Journey 06:50 Build Your Posse 11:50 "Seize Opportunities" 13:14 Career Growth Takes Time 17:16 "Communication: Key to Success" 20:12 Congrats, Class of 2025!  Killer Quote: “When opportunity knocks, open the door. Be open and flexible. Take a chance. Right? Broaden your skills. And, when you get that chance, show up and work hard.” – Victoria Meyer 

"Ridiculously Easy" Customer Experience Secrets with David AvrinSummary: Julie Riga sits down with David Avrin, one of the world's most in-demand customer experience speakers and author of "Ridiculously Easy to Do Business With." David reveals why businesses lose customers to friction (not competitors), how to future-proof your client interactions, and why "speed" is the new loyalty driver. Packed with laugh-out-loud stories and actionable fixes for broken customer journeys.

Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithms in loan approvals, she shares eye-opening examples of how AI can go wrong—and what to do about it. Learn why AI needs continuous testing, feedback loops, and what Ovetta calls “Mike Tyson proofing” to avoid delivering broken experiences. She also offers a practical framework for implementation: focus AI efforts on your most frustrating customer touchpoints, not just where it's easy. Looking to use AI more effectively in your organization? Ovetta is offering listeners an exclusive discount on to our listeners. Start building smarter, safer customer experiences. Use the coupon code "experience" for a 50% discount on one of the following: 1 hour coaching session ($300 regular price)1 hour AI Risk Assessment session ($300 regular price)90-minute CEO lunch ($1500 regular price)Coupon Code is: experienceRedeem at www.rightainow.com/appointmentsAbout Ovetta Sampson:Named one of the Top 15 People in Enterprise Artificial Intelligence by Business Insider in 2023, Ovetta Sampson is a tech industry leader who has worked with multiple technologies to help solve some of the biggest problems facing multiple industries. Leading engineers, designers and researchers, at top companies such as Microsoft, IDEO and Capital One, Ovetta has been designing and developing machine learning, artificial intelligence and enterprise software solutions for more than a decade. She left her last job as Director AI and Compute Enablement at Google to found Right AI, a consultancy that helps organizations and businesses minimize the human engagement risks when implementing AI.Follow Ovetta on...LinkedIn: https://www.linkedin.com/in/ovettasampson/Articles Mentioned:A Contact Center Chatbot Invents Company Policies, Now Customers Want Out (CX Today)When Algorithms Deny Loans: The Fraught Fight to Purge Bias from AI (IoT For All)Singapore Airlines Elevates Customer Experience With $45 Million Investment In Changi Airport (Breaking Travel News)Resources Mentioned:Experience Investigators -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they're often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You'll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build CX frameworks that create consistency, ownership, and trust at scale. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

Our conversation focuses on how retailers can accelerate their innovation and technology adoption to enhance customer lifetime value. It emphasizes the importance of benchmarking as a tool for retailers to understand their position in the market and to find inspiration from peers who are successfully leveraging technology.TakeawaysWe're trying to help retailers accelerate and innovate.Benchmark gives perspective on utilizing technology.Retailers are improving customer lifetime value.There are retailers leap-frogging in innovation.The benchmark provides a roadmap for retailers.You are not alone in your journey.Look at the report for insights.Utilizing technology at scale is essential.There are things you can do to improve.Retailers can learn from others' successes.Chapters00:00Introduction to Unified Commerce24:14The Importance of Unified Commerce Benchmarking27:26Consumer Behavior and Technology Integration30:19Empowering Retail Associates with Technology33:18The Role of AI in Retail36:25Future Trends in Retail Technology39:22Conclusion and Resources for Retailers

Today's interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise growth, what practitioners should be keeping in mind when thinking about design for the future of experiences and the role of organisational culture and leadership in all of that. You can find out more about the event here. Also, if you use the discount code CXEMEAPUNK, you'll get 10% off the ticket price. This interview follows on from my recent interview – Legacy transformation, agentic AI and how to get it right – Interview with Don Schuerman of Pega – and is number 539 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

AVI-SPL, the leading global provider of technology solutions that transform how people and technology connect, has unveiled its new Customer Experience Centre in Tallaght, Dublin. This latest investment reflects AVI-SPL's long-term commitment to Ireland, where over €6.2 million has been invested since entering the Irish market. AVI-SPL is a modern workplace system integration company operating in over 70 offices globally and partnering with 86% of the Fortune 100 listed companies. It offers end-to-end design, deployment, and managed services of AV, UC and collaboration technology across all sectors including finance, professional services, technology and pharmaceutical. AVI-SPL were also behind the installation of the Dublin Portal livestream project in the city centre. The company entered the Irish market in 2022 with the acquisition of Irish-based AV integrator, Sonics AVI and has since tripled its headcount here as it continues to grow. Within Ireland alone, AVI-SPL customers range from local enterprises to global blue-chips with presence in-county, such as LinkedIn and Workhuman. At the launch, Thomas Stone, President of South Dublin Chamber of Commerce said:"I am thrilled a global technology leader like AVI-SPL is staying and continuing to invest in Tallaght. The opening of this world-class Customer Experience Centre today is a powerful endorsement of South Dublin as a dynamic hub for innovation and enterprise. By bringing cutting-edge solutions and expertise, this investment not only elevates our local economy but also creates new opportunities for collaboration and growth across the wider business landscape." Mike Kellaway, Managing Director, UK & Ireland, AVI-SPL said: "Our investment in Ireland reflects the huge potential we see here. The new experience centre allows our teams to deliver best global practices right here in Ireland, offering our clients a hands-on look at the next generation of workplace technology - enabling our clients to reduce complexity and boost collaboration ROI. "Our growth projections reflect the rapidly increasing demand for top-tier office space and reduction in commercial premises vacancies in Ireland. Through our experience with the biggest brands globally, we can accelerate businesses to the next phase of their growth journeys." Colin Barrett, General Manager, AVI-SPL Ireland said: "The opening of our Customer Experience Centre is a milestone event for us in Ireland. Through the centre, we will showcase leading-edge enterprises the workplace technologies as they would be implemented in onsite corporate environments, from boardrooms to multi-purpose collaboration spaces. This is an exciting period for our business with huge growth opportunities, as organisations everywhere navigate the complex nature of hybrid work." To celebrate this milestone, AVI-SPL is hosting two events on 1st May 2025: a grand opening of the Customer Experience Centre in Tallaght and an industry forum event in Dublin City Centre, focused on future-ready workplace strategy with Irish rugby legend, Brian O'Driscoll, Anne Sheehan, Microsoft's EMEA Enterprise Lead, entrepreneur and founder of Ergo, John Purdy, Robin van Meeuwen, Creston EMEA Director and John Murphy, AVI-SPL Global Chief Operations Officer. For more information, please go to https://avispl.com/about-us/locations/dublin/ See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follo...

We're back for part four of our Retail Operations series on Stories from the River! In this second half of a dynamic two-part conversation, guest host Sam Blum, Director of Customer Experience, continues the discussion with a powerhouse panel from Broad River Retail. Jessica Blackstock, REM of Mooresville, Nathan Jeter, GM of Mooresville, Cindy Orrick, Sales Audit Manager, and Karrin Reed, Manager of Retail Inventory, dive even deeper into the collaborative spirit that drives success across departments. From building trust with store teams to cross-training efforts and building consistency across locations, this episode highlights how strong relationships and shared goals fuel efficiency, accuracy, and exceptional guest care. The group reflects on how far they've come—from feeling siloed to operating as an integrated support system—and how Retail Ops continues to evolve thanks to technology, training, and heart. You'll hear impactful stories, leadership insights, and laughter along the way as the panel celebrates what it truly means to be a team. This episode is packed with practical wisdom and authentic connection—don't miss it! This episode on YouTube: https://youtu.be/JX9vtjKovPY  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

TechnoVision 2025 by Capgemini helps business leaders and technologists understand and prioritize emerging technologies. It provides a clear view of tech trends, guiding decision-makers to enhance organizational effectiveness. TechnoVision acts as a beacon in the evolving technology landscape.In this very special episode, Dave, Esmee, and Rob talk in detail with the Capgemini Data-Powered Innovation Jam podcast team, featuring Ron Tolido, CTO and CIO Insight & Data Global; Weiwei Feng, Global Tech Lead AI & Generative AI; and Robert Engels, Head Global AI Lab. They explore the seven containers in TechnoVision 2025, which organizes current trends into distinct areas that shape how businesses will innovate, operate, and expand.TLDR00:50 Teaming between the Cloud Realties hosts and the Data-Powered Innovation Jam podcast team05:52 Introduction by Ron Tolido, what's new in TechnoVision 2025 and the 7 main containers 12:25 Invisible Infostructure by Rob Kernahan21:32 Applications Unleashed by Ron Tolido37:30 Thriving on Data by Robert "Dr. Bob" Engels47:36 Process on the Fly by Weiwei Feng1:02:40 We Collaborate by Dave Chapman1:13:27 You Experience by Esmee van de Giessen1:26:39 Balance by Design by Ron Tolido1:28:06 Overall conclusionGuestsRon Tolido: https://www.linkedin.com/in/rtolido/Robert (Dr. Bob) Engels: https://www.linkedin.com/in/robertengels/Weiwei Feng: https://www.linkedin.com/in/weiwei-feng-a2417795/Data-Powered Innovation Jam podcast https://www.capgemini.com/insights/research-library/data-powered-innovation-jam-podcast/TechnoVision 2025https://www.capgemini.com/insights/research-library/technovision-2025/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/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

In this episode, we sit down with George Mattson, CEO of Wheels Up, for a conversation about leading one of the most recognized brands in private aviation. George shares his perspective on building Wheels Up into an aviation solutions company and what sets their model apart in a competitive industry. With his background on the board of Delta Airlines, he offers a unique lens on integrating commercial and private aviation to create a seamless customer experience.We explore the current landscape of private aviation, its opportunities, headwinds, and the strategic thinking behind Wheels Up's direction. George also opens up about the realities of being a CEO in aviation: what a typical day looks like, how his expectations have evolved, and what leadership means in this fast-moving space. The conversation wraps with his outlook on the future of aviation, including thoughts on advanced air mobility and where innovation is headed.

Find David on LinkedInHead to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!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.

In this episode of the Shift AI Podcast, host Boaz welcomes Tony Owens, the recently appointed CEO of Amperity, a Seattle tech unicorn revolutionizing how companies leverage customer data in the age of AI. Drawing from over two decades at tech powerhouses Oracle and Salesforce, Tony shares his vision for the intersection of AI and customer data. The conversation explores how the traditional rules-based approach to customer data is being transformed by AI capabilities, enabling brands to create truly personalized experiences that fit into consumers' lives rather than interrupting them.Description:[01:30] Introduction to Tony Owens [03:09] Tony's Journey Through Oracle and Salesforce[05:18] The Amperity Story and Value Proposition[07:53] AI's Impact on Customer Data Platforms[09:38] Personalization and the Evolution of Customer Experience[16:10 ] Balancing Personalization with Privacy [18:02] Leadership in the Age of AI and Automation [21:39] Mentors and Influences in Tony's Career [25:03] The Future: 'Exciting and Uncertain'[27:29] Closing Thoughts and Future OutlookConnect with Tony OwensLinkedIn: https://www.linkedin.com/in/tony-alika-owens-a53a794Connect with Boaz AshkenazyLinkedIn: https://www.linkedin.com/in/boazashkenazy X: boazashkenazyEmail: shift@augmentedailabs.com

At Google Cloud Next 2025, Google Cloud Vice President of Applied AI Duncan Lennox sits down with Bob Evans in part three of our series "Google Cloud and the AI Revolution." They discuss how Google Cloud is redefining enterprise applications through purpose-built AI agents, the shift from incremental to transformational innovation, and how businesses can harness agentic AI to deliver seamless, end-to-end customer experiences at scale.Google Cloud's Agentic RevolutionThe Big Themes:Beyond Infrastructure to Applied AI: Historically, Google Cloud was associated with infrastructure, data analytics, databases, and backend technologies. However, it's now undergoing a transformation, stepping boldly into the realm of applied AI. Rather than just competing with established players in enterprise applications (like ERP, HCM, or CRM), Google Cloud is innovating at a more foundational level by creating entirely new types of agents and applications.The Customer Engagement Suite, A CRM Rethink: Google Cloud's Customer Engagement Suite isn't just an upgrade to traditional contact center software — it's a full reimagining of how businesses engage with customers. Historically, customer service was seen as a cost center: something to be optimized for efficiency and minimized wherever possible. Google Cloud flips that on its head. With the Customer Engagement Suite, the focus shifts toward creating differentiated, high-quality customer experiences that build brand loyalty, satisfaction, and even new revenue streams.Best Adoption Practices: Lennox discusses several best practices for companies looking to succeed with applied AI. First, start somewhere tangible — don't try to "boil the ocean." Select a high-visibility area where AI can solve real problems and produce measurable results. Second, tie your efforts directly to business outcomes, such as customer experience improvements, revenue growth, or operational savings. Third, choose a strategic partner capable of evolving with you as the technology advances.The Big Quote: "Experimentation is great, of course, but what I see more and more as I talk to C-level executives is they now want to be able to deliver ROI, and you have to make some bets. You've got to choose some areas. For us in applied AI, Customer Engagement Suite has been a great one, because it's a problem that C-level execs can understand."Learn More:Check out details about Customer Engagement Suite, and follow Duncan Lennox on LinkedIn.

In this episode, Jackie Pfriender discusses the key updates from HubSpot's 2025 Spring Spotlight, focusing on the themes of unified experiences, fast ROI, and the importance of AI agents and workspaces.The episode highlights how these updates are designed to enhance customer experience, particularly for mid-market businesses, and how they streamline operations through features like multi-account management and improved collaboration tools.Find more at revopschampions.com

In Season 10, Episode 16 of the Remarkable Retail Podcast, hosts Michael LeBlanc and Steve Dennis open with a deep dive into the latest turbulence in the retail world. They tackle the U.S. administration's wobbly trade policies, slowing home sale, and rising inventory risks stemming from ongoing tariffs. They also dissect challenges facing the luxury sector, with Kering posting disappointing numbers and growing concerns around the Saks/Neiman Marcus deal amid financial instability. Meanwhile, Barnes & Noble bucks the trend, announcing 60 new stores in 2025, reinforcing that physical retail remains far from dead.The second half of the episode features a compelling live interview from Shoptalk in Las Vegas with Neil Tenzer, Vice President, Customer Loyalty, Insights and Engagement at Tractor Supply Company (TSC). Neil provides a masterclass in building a robust loyalty program with real impact. He shares his unique journey—from a Nordstrom associate to a strategy consultant to a senior executive at TSC—and how these experiences shape his approach to customer engagement.Neil walks through the evolution of Tractor Supply's Neighbors Club, which now boasts over 39 million members and accounts for 80% of company revenue. He highlights how spending time on customers' properties—understanding their lives firsthand—informs everything from reward program design to personalization strategy. Neil also discusses how TSC thinks differently about loyalty economics: rather than banking on reward breakage, they aim for full reward utilization to deepen customer engagement.Listeners get a firsthand look at TSC's approach to micro-segmentation, omnichannel loyalty, and personalization efforts that bridge online and in-store experiences. Neil offers insights into experimental tactics, the application of agentic AI for personalization, and the cultural commitment at TSC to putting the customer first—literally in every loyalty and personalization decision. The episode closes with Neil's advice to fellow retailers. About NeilNeil Tenzer is Vice President of Customer Loyalty, Insights & Engagement at Tractor Supply Co. where he is privileged to lead the Neighbor's Club - one of the largest and fastest growing loyalty programs in retail! With 38+ M members and $12+ B in sales, the program leverages robust analytics and data science to connect each customer with the most compelling marketing and uniquely relevant offers. Neil has 20 years of experience employing data and analytics to lead multinational organizations through growth and turnaround strategy across the healthcare, consumer, and retail spaces. Neil holds a Bachelor's Degree in Business Economics from Indiana University and an MBA from the University of Oxford. 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.

In fact, over the course of the interview, Eric often came back to the importance of finding your inspiration. His two most well-received games were both conceived when an inspiration "lit a fire inside (of him)." He also very candidly tells us about losing that inspiration while in the process of playtesting The Dome, and how he needed to step away to regain a fresh perspective. This worked, because David tells us that there was a marked difference in players' reception to the game in the very early days of the game's launch compared to after Eric returned from his break, reinspired. Creating anything requires not only a huge investment of time and money, but it also requires a strong belief in your concept. I certainly found inspiration from hearing Eric tell us about his escape room journey, and I hope you will as well.     Episode Sponsors Thank you to our sponsors: Weldwood Marketing, Buzzshot, COGS by Clockwork Dog, and Patreon supporters like you.    Weldwood Marketing Maximize your online presence with Weldwood Marketing. It's a one-stop shop for digital marketing—specializing in web design, SEO, online ads, and best business practices. They can even manage all your integrations so you can track the customer journey from clicking on an ad to booking your game. Let Weldwood help unlock more money for your business. Special offer exclusively for REPOD listeners: Weldwood rarely offers discounts, but they did for us. REPOD listeners get 15% off Marketing Services for the first 3 months, PLUS $750 off escape room websites. Schedule your Discovery Call and mention REPOD in the notes! Visit weldwoodmarketing.com/repod to learn more about this exclusive offer.   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.   Become a Patron Today! Supporitng us on Patreon helps to fund our work, pay our team, and it grants you access to an incredible library of bonus content including:  The REPOD Bonus Show The Spoilers Club The Travelogue Series Thank you to all of our ongoing supporters

Bertrand Lirette is Advisor, Customer Experience at iA Financial Group.  In this episode, Betrand discusses growing up in Quebec, family, travel, breakdancing, sales, teaching and research, service design, customer experience, community, and much more!

Send us a textIn this episode of Navigating the Customer Experience, we talk with Justin Baer, an entrepreneur passionate about blending comfort and style into professional wear. Justin shares his journey from a tech-focused entrepreneur to founding Collars & Co., known for their innovative Dress Collar Polo — the perfect hybrid of dress shirt style with polo shirt comfort.Originally a side project launched during the pandemic, Justin's brand has grown exponentially, boasting over 300 SKUs, a 20,000 sq ft warehouse, and 20+ employees. Featured on Shark Tank, The Wall Street Journal, and Men's Health, Collars & Co. is more than just apparel — it's a community dedicated to excellence, integrity, and creativity.Highlights Include:Entrepreneurial Journey: Justin always had a knack for business, growing up in a family where Wall Street Journals replaced Sports Illustrated. After years in tech and software, the discomfort of daily dress shirts in NYC inspired him to create a new kind of apparel.The Launch Story: Using a Shopify store, DIY photoshoots, and a TikTok video filmed by his daughter, Justin's first shirts sold out almost immediately — proof of demand for stylish comfort.Customer Experience Focus: Transitioning from B2B to direct-to-consumer, Justin emphasizes constant learning, using data-driven A/B testing to refine online shopping experiences. They prioritize customer support, treating every customer "like a celebrity."Key Skills Sharpened:Video editing and social media marketing (vital for brand building),Accounting and financial acumen (essential for growth),Customer service excellence (building a brand voice and culture internally and externally).Essential Tools: Shopify and Triple Whale (for e-commerce attribution) are vital to their daily operations.Book Recommendations: The Ultimate Sales Machine by Chet Holmes, highlighting the power of letting data sell for you.Customer Perspective: As a shopper himself, Justin values social proof, return policies, and responsive support — factors Collars & Co. strives to excel at.Expanding the Line: While Collars & Co. began with menswear, a women's collection is underway, recognizing the significant demand and opportunity in women's fashion.What's Next: Justin is excited about launching a performance dress shirt line in partnership with Arrow McLaren IndyCar Team, offering high-tech, cool-to-the-touch fabrics for modern professionals.Mindset on Challenges: Justin embraces adversity, viewing problems as opportunities to improve — a philosophy that has fueled Collars & Co.'s rapid success.Find Justin Online:Website: www.collarsandco.comLinkedIn: Justin BaerInstagram/TikTok: @collarsandcoclothingClosing Thought: Justin's story is a reminder that true innovation often comes from solving personal problems — with grit, creativity, and a commitment to excellence. Whether you're looking for entrepreneurial insights, fashion industry tips, or inspiration to chase your own ideas, this conversation offers invaluable lessons.

On this episode of the Customers First Podcast, we delve into leadership with Jim Carlough, an accomplished business strategist and author of "The Six Pillars of Effective Leadership: A Roadmap to Success." Drawing upon over thirty years of professional experience, Mr. Carlough asserts that effective leaders are cultivated through deliberate practice and mentorship. He recounts his early leadership journey, which commenced with his election to public office following his collegiate education, emphasizing how a pivotal question from a city manager regarding integrity profoundly influenced his ethical framework for leadership.  Mr. Carlough underscores the critical role of mentorship, observing emerging leaders thrive with appropriate guidance, whereas those lacking such support will likely encounter challenges. In his book, he delineates the "Six Pillars of Effective Leadership," with integrity as the fundamental element. He further elaborates on the importance of compassion and empathy, highlighting leaders' need to support their team members actively. Additional traits such as focus, stability, and humour are also discussed, illustrating how these characteristics enhance team dynamics.  The episode culminates with reflections on assessing leadership effectiveness through indicators such as low employee turnover rates and high levels of commitment. Mr. Carlough advocates for ongoing engagement and mentorship, encouraging current and prospective leaders to invest in their personal development and that of their teams, thereby fostering an environment conducive to growth and success within their organizations.   Jim's Contact Information: Website: jimcarlough.com LinkedIn: @jimcarloughms Instagram: @jimcarloughmotivation Book Link: The Six Pillars of Effective Leadership   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Tariffs are shaking up the global chemical industry this year, creating uncertainty and shifting longstanding trade routes in unexpected ways. Victoria Meyer is joined by Joseph Chang and Al Greenwood of ICIS Chemical Business to break down the latest round of tariffs, including the dramatic 145% rate on Chinese imports and the sweeping, if temporary, 10% baseline affecting nearly every other country. They analyze how chemical markets from the US to Europe and Asia are being impacted, exploring falling product prices, disrupted supply chains, and the broader economic pressures facing manufacturers and end users alike.  With insights into policy-driven chaos, shifting sourcing strategies, and the growing ripple effects on sectors like housing and automotive, this episode highlights why strategic scenario planning, supply chain transparency, and adaptability are more critical than ever for chemical leaders.  Get ready for an in-depth look at these topics this week: Exploring the 2025 tariff policies and how they are reshaping chemical trade flows The economic ripple effects of the tariff policies Supply chain resilience and why chemical companies must map their entire supply chains Energy market dynamics: what is benefitting US chemical producers and what are the challenges Strategic planning in uncertainty and navigating the 90-day tariff pause Killer Quote: "Look at your supply chains. Which products are you getting from Vietnam? Which products are you getting from lower tariff countries? And see where is the most advantageous supplier with the tariffs, and also look at product substitution... You have to be cognizant, not just of your supplies, but also your products. Which products could be affected by influx of displaced shipments?" - Al Greenwood  Subscribe to The Chemical Show on YouTube  ***Don't miss an episode: Subscribe to The Chemical Show on your favorite podcast player.  ***Like what you hear? Leave a rating and review. ***Want more insights? Sign up for our email list at https://www.thechemicalshow.com  Sponsored by:Canadian Petrochemical Summit: https://www.cdnpetrochemcialsummit.ca Join chemical industry leaders, innovators, and experts at the Canadian Petrochemical Summit—the premier event for advancing the future of Canada's petrochemical sector. Set in the Canadian Rocky Mountains from June 17-19 this event will help you stay ahead of the curve. See you in the Rockies.

This lively episode of Stories from the River marks part three of our Retail Operations series! Guest host Sam Blum, Director of Customer Experience, brings together a dynamic group of retail collaborators from Broad River Retail to spotlight the essential partnerships that power day-to-day operations. Nathan Jeter, General Manager of Mooresville, and Jessica Blackstock, REM of Mooresville, share how their close working relationship ensures smooth processes and exceptional guest experiences—Jessica, often compared to a lineman protecting the “quarterback,” safeguards every order from start to finish. Meanwhile, Cindy Orrick, Sales Audit Manager, and Karrin Reed, Manager of Retail Inventory, explain how their teams serve as a vigilant “second pair of eyes,” supporting store Memory Makers behind the scenes and drawing on their own REM experience to provide proactive and empathetic support. The conversation dives deep into collaboration—highlighting daily communication habits as well as innovative approaches that have streamlined audits and inventory management through shared expertise and technology. From stepping in to save guest experiences to transforming perceptions of audit partners, the group showcases a culture of open communication, continuous improvement, and unwavering teamwork. The conversation doesn't stop here—tune in to Thursday's episode for part two with this inspiring crew! This episode on YouTube: https://youtu.be/ekuY0Q-_Y00  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

On this week's episode, host Sophia McLeod is joined by Danilo Branco (Associate Director, Risk Based Quality Management Lead, BeOne Medicines) and Amanda Coogan (Associate Director, Customer Experience, Remarque Systems) to discuss the value of centralized monitoring implementation by sharing case studies from today's clinical trials. They dive deeper into how centralized monitoring can help detect adverse events more quickly and identify underreporting, the benefits of holistically monitoring trial data using centralized monitoring, and how a targeted SDV/SDR sampling strategy can help organizations to conserve resources while maintaining quality and safety.

Today, we're talking with Sean McLeary, VP of Product Experience at Intapp. In this episode, we'll explore: How Sean turned Macys.com and Macy's brick-and-mortar into one cohesive experience, increasing revenue across both sources How the team at DocuSign improved the UX to go from tech darling to mainstream product The current landscape of AI adoption, addressing "empty box syndrome," and how AI's parallels to the early stages of the internet help us understand how user behavior might evolve Links LinkedIn: https://www.linkedin.com/in/smcleary/ Intapp: https://www.intapp.com/ Resources How To Say "Not Yet" To Enterprise | Deepti Mendiratta, VP Of Products (HungerRush) | LaunchPod: https://youtu.be/WHapWGbuS0Q How to A/B test your product to millions in ARR | Eric Metelka, Head of Product (Eppo) | LaunchPod: https://youtu.be/3u5vovkAtXc Chapters 00:00 Intro 01:23 Challenges in Bridging Physical and Digital Retail 03:13 Macy's Digital Transformation 06:44 User Research and Implementation 12:30 Impact and Results of Macy's Integration 15:04 Introduction to DocuSign's Evolution 20:42 Challenges in Highly Regulated Industries 21:51 User Research and Common Themes 22:11 DocuSign's Feature-Rich Product 23:40 Sender and Signer Dynamics 28:16 Trust Layer and Proof of Insurance 32:28 AI and Data Ownership 35:42 The Future of AI in Everyday Life 40:37 Outro Follow LaunchPod on YouTube We have a new YouTube page (https://www.youtube.com/@LaunchPod.byLogRocket)! Watch full episodes of our interviews with PM leaders and subscribe! What does LogRocket do? LogRocket combines frontend monitoring, product analytics, and session replay to help software teams deliver the ideal product experience. Try LogRocket for free today. (https://logrocket.com/signup/?pdr) Special Guest: Sean McLeary.

What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn't more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You'll learn how to use employee well-being as a KPI, foster cross-functional collaboration, and implement AI in ways that enhance—not replace—your team's impact. If you're serious about creating loyalty—not just closing tickets—this conversation will change how you lead.  Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

Colin McIntosh, founder and CEO of Sheets and Giggles, discussed his journey from being laid off in 2017 to launching a sustainable bedding brand in 2018. Sheets and Giggles, which uses eucalyptus fabric, achieved its first million-dollar month in November 2020. Colin also shared his side project, Sheets Resume, which helps people with resume reviews and AI-driven advice. He emphasized the importance of customer experience, humor, and personalized interactions in retention. Colin highlighted the challenges of forecasting demand and the success of sponsoring content he personally enjoys to drive acquisition.Episode Timestamps:Introduction and Background of Colin McIntosh 0:00Mariah Parsons introduces Colin McIntosh, founder and CEO of Sheets and Giggles, a bed sheets company.Colin mentions his side project, Sheets Resume, which helps with resume reviews and hiring.Colin describes Sheets and Giggles as a brand that has evolved from SpongeBob memes to COVID-19 recovery resources.Colin shares his journey of founding Sheets and Giggles three weeks after being laid off from his previous company.Sheets and Giggles: Early Success and Impact 1:23Colin explains the origins of Sheets and Giggles, including the first shipment of eucalyptus bedding in October 2018.He highlights the company's first million-dollar month in November 2020, two years after the first shipment.Colin mentions appearances on Good Morning America and the company's charitable contributions.He discusses the evolution of Sheets Resume, starting from free resume reviews on Reddit to a more structured AI-based service.Challenges and Strategies in Resume Reviews 2:56Colin shares his experience as a recruiter and the emotional impact of resume reviews.He explains the importance of optimizing resumes for human screeners, who are often harsh and quick in their judgments.Colin describes the development of Sheets Resume, including the use of AI to automate his best advice.He emphasizes the personal relationships he has built with his crowdfunding customers and the importance of creating brand ambassadors.Founding Story and Initial Marketing 7:28Colin recounts his inspiration for starting Sheets and Giggles, including watching the movie "War Dogs" and a conversation with his ex-girlfriend.He shares his process of brainstorming funny names for his business and choosing "Sheets and Giggles."Colin discusses the initial marketing strategies, including Facebook and Instagram ads and the importance of copywriting.He highlights the impact of the pandemic on e-commerce and the shift towards email marketing and SMS.Acquisition and Customer Retention Strategies 10:30Colin explains the three main reasons for using pre-orders: securing funds, proving traction, and building a community of brand ambassadors.He discusses the evolution of acquisition channels, from Facebook and Instagram to TikTok and YouTube Shorts.Colin emphasizes the importance of sponsoring content he personally enjoys, such as podcasts and YouTube channels.He shares insights on the challenges of forecasting inventory and managing customer expectations during supply chain disruptions.Product Development and Customer Experience 14:57Colin outlines the product development strategy for Sheets and Giggles, including the addition of complementary products like duvet covers and pillows.He discusses the importance of creating value on the product roadmap to increase customer lifetime value (LTV).Colin shares his approach to customer experience, focusing on creating dopamine-inducing interactions through humor and personalized touches.He emphasizes the role of good customer care in securing repeat sales and building long-term customer relationships.

Send us a textTransformative Leadership Insights: Lessons from Starbucks and Chili's CEOsIn this episode, hosts Jen and Todd kick off their discussion with engaging opening takes on the importance of self-care and effective leadership qualities.Jen discusses her career in the hair industry and the crucial role of self-care in achieving longevity in the profession. Todd shares a surprising statistic about American-made clothing and suggests that great leaders inspire those around them. The hosts delve into lessons from the CEOs of Starbucks and Chili's, highlighting how these leaders successfully pivot their companies by streamlining operations and focusing on fundamentals. Starbucks CEO Brian Niccol emphasizes creating a consistent customer experience, while Chili's CEO Kevin Hochman showcases innovative changes in kitchen operations that have massively increased efficiency and sales. They encourage listeners to look beyond their industry for inspiration and always be open to reevaluating and upgrading their business practices.00:00 Introduction and Greetings01:09 Opening Takes: Self-Care and Career Longevity03:09 Opening Takes: Made in America and Leadership06:14 Starbucks: Learning from a Giant07:44 Starbucks: Addressing Challenges and Innovations11:07 Starbucks: Focusing on Customer Experience17:37 Chili's: Streamlining for Success18:24 Chili's Kitchen Overhaul: Streamlining for Success19:47 French Fry Fix: Simplifying for Speed21:26 Team Insights: Listening to Your Staff23:24 Menu Slim Down: Less is More25:10 Marketing Moves: Competing with Fast Food26:51 Consistency is Key: Delivering What You Promise32:09 Fundamentals First: Mastering the Basics33:30 Final Thoughts: Continuous ImprovementLinks and Stuff:Our Newsletter Mentoring InquiriesFind more of our things:InstagramHello Hair Pro Website

In this episode of Paisa Vaisa, Anupam Gupta hosts Nitin Navneet Tatiwala, VP Marketing, Customer Experience & Air Network (MEISA), FedEx. The logistics giant is currently in news for sponsoring one of the most celebrated teams, Chennai Super Kings in the ongoing Indian Premier League. Their conversation starts with the inception of the FedEx, its vision and then diving deeper into brand partnerships, and marketing strategy.Nitin shares the brand’s India journey, the global playbook behind major sports sponsorships, and why they chose to back an IPL giant. He also breaks down how sponsorships drive growth across markets and discusses career opportunities for freshers.

In this episode of Numbers and Narratives, hosts Sean and Ibby sit down with Kamron Kunce, VP of Marketing and Customer Experience at RJ Young, to explore the fascinating intersection of marketing and customer experience in the B2B technology sector. Kamron shares his unique journey from the music industry to e-commerce and finally to his current role at RJ Young, a 70-year-old business technology company undergoing significant transformation.The conversation delves deep into RJ Young's customer-centric approach, highlighting their "We Make It Right" guarantee and the innovative ways they blend marketing with customer experience to deliver unparalleled value. Kamron discusses the company's shift from frequent small events to an annual large-scale "Tech Connect" event, demonstrating how they've adapted their strategy to better serve and engage clients. He also shares insights on using AI and human touch to scale personalized experiences, including their impressive 90+ NPS score.Throughout the episode, Kamron's southern charm and relationship-focused approach shine through, offering listeners a refreshing perspective on business leadership. Don't miss out on this insightful conversation - tune in now and learn how to transform your approach to customer relationships and business growth.https://www.linkedin.com/in/kamronkunce/https://www.rjyoung.com/

In this electrifying episode, host Scott Grates sits down with Coach DJ Carroll—entrepreneur, speaker, and sales psychology expert—to dive deep into the future of small business, sales, and the explosive power of AI. If you're ready to adapt, grow, and lead in the new world, this episode is your playbook.

In this episode of Grow a Small Business, host Troy Trewin interviews Karl Schwantes, Founder of Reputable and Managing Director of Xenox Diamonds. Karl shares how he built a six-figure reputation marketing business through the power of Google reviews. He also dives into growing Xenox Diamonds over three decades into a leading jewelry brand. Karl reveals key strategies on creating an outstanding client experience and scaling sustainably. Tune in to learn how you can build a million-dollar lead machine without spending a dollar on ads! Other Resources: Marketing Funding Flywheel eBook Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here.   Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? According to Karl Schwantes, the hardest thing when growing a small business is to work between being on the business and in the business. He explains that many small business owners are excellent practitioners who may have started their own business after feeling they could do better than a previous employer. The challenge lies in transitioning from working in the day-to-day operations to working on the strategic development and growth of the business. What's your favorite business book that has helped you the most? Karl Schwantes favorite business book is "The Road Less Stupid" by Keith Cunningham. He values its focus on asking smart questions to solve problems and avoid costly mistakes. Karl believes it's a powerful tool for strategic thinking and smarter decision-making in business. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Karl Schwantes recommends the podcast Near Memo for staying updated on local search trends and Google's ever-changing algorithm, as it provides insights from industry experts. He emphasizes learning from professionals deeply engaged in specific fields for effective business growth. This aligns with his focus on leveraging Google reviews as a powerful tool to enhance online reputation and SEO impact. What tool or resource would you recommend to grow a small business? Karl Schwantes highly recommends leveraging Google Reviews as a powerful tool for small business growth. He highlights that investing in online reputation through Google Reviews yields exceptional returns, with every dollar spent generating $326 in value. Additionally, Google Reviews significantly enhance local SEO, accounting for nearly 50% of its effectiveness, making it an essential strategy for visibility and growth. What advice would you give yourself on day one of starting out in business? Karl Schwantes advises focusing on building your online reputation from day one, particularly through tools like Google Reviews. He reflects that if he had started earlier, he could have achieved thousands of reviews, making his business the clear choice in the industry. He emphasizes starting small, as consistent actions over time lead to significant long-term advantages in both attracting customers and key talent.   Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Consistency in the client experience is the benchmark of excellence – Karl Schwantes Reputation marketing isn't built overnight; it's crafted through relentless consistency – Karl Schwantes Online reviews are not just testimonials; they're your digital currency – Karl Schwantes