Podcasts about Customer experience

Are you spending most of your marketing budget chasing new customers while the ones you have are leaving? Do you suspect that better customer retention could be your biggest revenue lever, but you're not sure where to start? To discover a proven three-part framework to keep customers coming back and turn them into your most effective marketing channel, I interview Shana Lynn Bresnahan.Guest: Shana Lynn Bresnahan | Show Notes: socialmediaexaminer.com/709Review our show on Apple PodcastsSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The following article of the Tech industry is: “Why Operations, Not Interfaces, Define Customer Experience” by Yuriko Huayanam, General Manager LATAM, VTEX. (AA1103)

This episode features innovative farmers and educators sharing their journeys, farm operations, and insights into modern agriculture, raw milk sales, and youth leadership in farming.   00:00Introduction and Guest Introduction 01:05LaKayla's Farming Background and Meeting Her Husband 02:28Advertising and Farm Equipment Tips 04:24LaKayla's Farm Operations and Niche Dairy Market 05:52Raw Milk: Controversy and Benefits 06:49Setting Up the Farm Store and Legal Aspects 08:11Winning the Grow Your Future Award 09:40Farm Store Details and Customer Experience 11:54Farm Events and Agritourism 13:38Customer Demographics and Health Benefits of Raw Milk 15:35Winning Moments and Future Plans 16:32Product Offerings and Business Expansion 17:30Cattle and Market Outlook 18:26Transition from Office Job to Farming 19:54Balancing Family and Farming Life 20:50Encouragement for Young Entrepreneurs 21:47Social Media and Business Marketing 22:46Guest Introduction Blake Anderson 23:14Blake's Farming and Teaching Background 24:10Challenges and Rewards of Teaching Agriculture 25:05Involvement in Farm Bureau and Leadership 26:26Agriculture Education and Youth Engagement 27:23Experience at the National Convention 28:21Advice for Aspiring Ag Teachers 29:15Work-Life Balance and Teaching Challenges 30:37Future Farming Goals and Community Impact 31:04Importance of Agriculture Advocacy 32:29Student Impact and Mentorship 33:52Encouragement for Future Educators 34:49FFA Traditions and Changes 36:39Communication and Technology in Agriculture Education 38:29Participation in National FFA Events 40:49Youth Engagement and Career Inspiration 41:45Reflections on Teaching and Farming 43:39Advice for Future Agriculture Leaders

Dale Renner is the Founder and CEO of Redpoint Global, a software company that helps businesses collect, organize, and use customer data to improve marketing, customer experiences, and business decisions. Since 2006, he has led the company's vision of enabling marketers to orchestrate meaningful customer interactions across channels using advanced data capabilities. Dale brings more than 25 years of experience in CRM consulting, data processing, and analytics software. Earlier in his career, he was a global managing partner at Accenture, where he founded the firm's Global CRM practice. In this episode… Clean data rarely gets the spotlight in AI discussions, yet it often determines whether AI succeeds or fails. Companies invest heavily in analytics and automation, but fragmented data can undermine even the most advanced systems. What happens when organizations finally unify and master their customer data? Dale Renner, a veteran enterprise software entrepreneur and data strategy expert, explains that AI only works when the underlying data is reliable and unified. He emphasizes that companies often rush toward analytics and machine learning before fixing foundational data issues, which leads to faster but flawed results. Clean, governed data enables organizations to personalize experiences, make accurate decisions, and scale engagement across millions of customers. He also notes that industries with massive datasets — like healthcare, finance, and insurance — especially benefit from strong data architecture. Without that foundation, even the most advanced AI tools struggle to deliver meaningful outcomes. In this episode of the Inspired Insider Podcast, Dr. Jeremy Weisz sits down with Dale Renner, Founder and CEO of Redpoint Global, to talk about how clean unified data powers AI and better customer experiences. They discuss the origins of the customer data platform, transforming fragmented data into actionable insights, why regulated industries rely on robust data governance, and how AI is shaping enterprise sales and marketing.

Disney, Trivia Contests, Escape Rooms, Stephen Sondheim, Crosswords, and Puzzles Eagerly awaiting the next season of Reality Escape Pod? Great news! Season 11 is just around the corner. While you wait, enjoy a special compilation from Season 10. Our editor Steve Ewing, has chosen a memorable clip from every episode. It's the ideal way for new listeners to get acquainted with the podcast, and the perfect trip down memory lane for our devoted fans. This season featured a variety of talented creators, escape room owners, designers, game makers, and even a live audio escape room that first debuted at RECON Remote in 2025. One of our dream guests launched the season: Puzzlemaster Will Shortz. This episode was filled with fascinating stories about his time working at Games Magazine and his early years editing the puzzle section for the New York Times. Other veteran creatives this season included Jim “The Oz” Olivia, who helps run the World's Largest Trivia Contest, and Doris Hardoon whose years as an Imagineer at Disney yielded many insights for us into what it took to create “the happiest place on earth” at EPCOT and later at Shanghai Disney Resort. We uncovered the parlor game and puzzle obsessions of Broadway legend Stephen Sondheim with author Barry Joseph, who has published an in-depth look at a little-examined facet of Sondheim's genius.  Adam Bellow detailed the process of developing escape room-inspired educational kits for classrooms all over the world through the work of his company, Breakout EDU. Of course, we had many standout escape room owners share their trials, tribulations, and moments of triumph. Will & Kim Rutherford, owners of Escape Artist Greenville, Stephen & Stevie Kristof of 60 to Escape in the Chicago area, and Jonathan Driscoll & Sacha St. Dennis of Escaparium in Montreal, where RECON will be held in August of 2026.  Zach Sherwin will be at RECON Montreal, running his hilarious act The Crossword Show. He joined David & Peih-Gee to chat about its development, and what it's like to be a comedy rap star on YouTube! And we caught up with Rita Orlov & Lauren Bello of PostCurious to learn about their latest collaboration in the world of boxed puzzle games.  As always, we featured a couple episodes that were pure fun. Yannick Trapman-O'Brien & Lyra Levin played Mark Larson's audio escape room: BLOT. On our Holiday Special, REA team members Theresa Piazza and Andrew Reynolds tested their mettle against Peih-Gee's Playhouse word puzzles. Finally, we received the yearly industry report from RoomEscapeArtist.com Editor-In-Chief Lisa Spira. She walked us through her data analysis concerning escape rooms in 2025, including trends in booking times, revenue, and the growth of challenge arcades. Episode Sponsors Thank you to our sponsors: Buzzshot and Patreon supporters like you.    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.   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

In this conversation, Daniel Daly shares his journey from the automotive industry to real estate investment, focusing on international opportunities, particularly in Portugal. He discusses the advantages of the Portugal Golden Visa program, the challenges of building a network abroad, and the importance of customer experience in hospitality. Daniel emphasizes the need for effective delegation and the impact of tourism on property values in Europe. He also addresses the evolving regulations in real estate investment and the benefits of having a visa or citizenship in another country, especially for retirement.TakeawaysBringing an outside perspective can be advantageous in real estate.The first year in real estate is crucial for learning and networking.Investing in international real estate can offer better returns.The Portugal Golden Visa allows for residency through investment.Finding the right local partners is essential for success abroad.Customer experience is key in the hospitality industry.Regulations in real estate are always changing; stay informed.Effective delegation is necessary for growth in business.Tourism significantly impacts property values in Europe.Visa benefits can enhance retirement options and travel flexibility.Chapters:00:00 Introduction to Daniel Daly and His Background01:54 Transitioning from Automotive to Real Estate04:44 The Learning Curve in Real Estate07:35 Investing in International Real Estate10:03 Understanding the Portugal Golden Visa12:46 Challenges in Building a Network Abroad15:14 The Importance of Customer Experience in Hospitality17:52 Navigating Changes in Investment Regulations20:29 Managing Properties and Delegating Tasks23:18 Identifying Investment Opportunities25:55 Visa Benefits and Retirement Options in Portugal28:30 Closing Thoughts and Rapid Fire Questions33:54 outro.mp4Keywordsreal estate, international investment, Portugal Golden Visa, hospitality, property management, investment strategies, multifamily real estate, tourism, networking, customer experienceWork With RealDealCrewIf you're already closing deals but your intake, follow-up, or visibility feels inconsistent, here are two ways to go deeper:Take the Deal Intake AssessmentSee how resilient your current operation actually is.→ https://assessment.realdealcrew.comBook a Fit CallIf you want to explore what a fully system-driven deal flow looks like, let's talk.→ https://realdealcrew.com/bookLIKE • SHARE • JOIN • REVIEWWebsiteApple PodcastsYouTubeYouTube MusicSpotifyAmazon MusicFacebookTwitterInstagramMentioned in this episode:intro to RealDealCrewbook a Fit Call at RealDealCrew.com

Janice B Gordon presents two case studies from her client work. The first illustrates how a legacy publishing media company transformed its sales hiring strategy, moving from intuition to a rigorous, data-informed approach. This shift reduced turnover and strengthened the long-term capability of the sales team. The second examines the transition from a reactive, fire-fighting sales culture to a proactive and empowered environment, where managers lead with clarity, alignment, and consistency to improve engagement and revenue performance.   For organisations facing high turnover, inconsistent performance, or challenges in hiring and developing talent, this episode offers practical strategies and insights from real-world experience. Janice B Gordon explains how data-driven processes and decisive leadership contribute to sustainable revenue growth.     Timestamps: 00:00 Scaling Sales Success Stories 06:15 Hiring for Growth and Fit 07:22 Streamlined Sales Hiring Process 12:50 From Management to Leadership 15:13 Sales Assessment and Team Insights 20:08 Podcast Insights and Training     About the Host Janice B Gordon is the award-winning Customer Growth Expert, founder of the Scale Your Sales Framework, and host of the Scale Your Sales Podcast.   She helps CEOs, founders and revenue leaders grow sustainable revenue by aligning leadership, sales and customer experience through her North Star Leadership approach.   Named one of LinkedIn Sales' Innovating Sales Influencers to Follow and a Top Global Thought Leader on Customer Experience, Janice works with organisations worldwide to rethink how revenue grows.   Connect with Janice Book Janice to speak at your next sales or leadership event https://janicebgordon.com   LinkedIn https://www.linkedin.com/janice-b-gordon/   Instagram https://www.instagram.com/janicebgordon   Scale Your Sales Podcast https://scaleyoursales.co.uk/podcast   Enjoy the episode? Share your takeaway in the comments and leave a review on Apple Podcasts to help more leaders discover the show.

In this episode of BizNinja Entrepreneur Radio, Tyler Jorgenson sits down with Matthew Holman, subscription strategist and community builder behind Commerce Catalyst and The Subscription Doc. Matthew shares how he stumbled into entrepreneurship and discovered the massive opportunity inside subscription commerce. From helping brands crack the subscription model to building communities that connect e-commerce founders, Matthew explains why subscriptions are one of the most powerful ways to create predictable revenue and long-term growth. Tyler and Matthew discuss the evolution of e-commerce, the rising costs of customer acquisition, and why knowing your customer deeply is still the ultimate competitive advantage. They also explore how AI and automation are changing personalization and retention for subscription brands. If you are building an e-commerce brand or thinking about launching one, this episode delivers practical insights on offers, retention, customer experience, and the future of subscription commerce. What You'll Learn • Why subscription is one of the most powerful business models in e-commerce • The biggest mistake new subscription brands make • Why your offer matters more than your retention strategy • How successful brands truly understand their customers • Why the first 7 to 10 days after purchase are critical • How bulk offers and bundles increase revenue and retention • The role of content, influencers, and community in modern e-commerce • How AI is shaping the future of personalized subscriptions Chapters 00:00 Introduction to Subscription Commerce 00:50 Matthew Holman's Entrepreneurial Journey 03:13 Building Commerce Catalyst and Subscription Communities 06:17 Major Changes in E-Commerce Over the Last Five Years 07:55 Why Knowing Your Customer Is Everything 09:06 Influencer Led Brands and Audience Connection 11:10 Unique and Surprising Subscription Businesses 12:41 The Power of Customer Experience and Product Adoption 16:40 Success Stories from Subscription Consulting 19:00 Why Offers Matter More Than Retention 19:33 Best Platforms for Customer Acquisition Today 20:10 Common Mistakes Early E-Commerce Brands Make 22:01 What Excites Matthew About the Future of E-Commerce 24:30 Using AI to Enable Entrepreneurs 25:03 Personal Goals and Life Outside Business 25:38 Where to Learn More About Matthew Holman 26:12 Advice for New E-Commerce Entrepreneurs

In less than five years, launching a third-party marketplace has gone from a questionable move to a strategic imperative for many major retailers. Recorded live at NRF 2026, this episode of Retail Remix digs into that shift with Scott Eckert, CEO of the Americas at marketplace operator Mirakl.Scott explains why retailers are embracing curated marketplaces as an offensive growth strategy — no longer just as a defensive reaction to Amazon — and how brands like Ulta Beauty, Best Buy and Lowe's are expanding assortment without diluting brand identity.The conversation also dives into how AI answer engines are reshaping product discovery, and why clean, machine-readable catalog data may soon matter more than traditional SEO. Plus, Scott shares Mirakl's growing role in retail media and the company's vision of becoming an orchestration layer across emerging AI-driven commerce channels.Key TakeawaysHow the proving power of Amazon and, perhaps more importantly, Walmart has completely shifted retailers' attitude toward online marketplaces;Why retail media and marketplace strategies increasingly go hand in hand;The important role marketplaces will play in the world of AI commerce, when done right;Why product data must be optimized differently for different AI platforms like OpenAI, Google, and Anthropic; andThe essential quality of a truly disruptive product or service. Related LinksLearn how Mirakl powers enterprise marketplaces and retail mediaRelated reading: Mirakl CEO: Marketplaces are ‘Arming the Rebellion' of Traditional Retail Against Big TechRelated reading:Best Buy's New Third-Party Marketplace is Now LiveExplore more NRF26 coverage and retail insights from Retail TouchPointsSubscribe so you don't miss more episodes of Retail Remix from the show floor of NRF26

Heute begrüße ich meinen Gast Manuel Schnell. Manuel kennt ihr schon von Folge 58, in der wir darüber gesprochen haben, wie es die Kelag mit weniger als 2 Vollzeit-UX-Kräften zu 98% Kundenzufriedenheit gebracht hat.Manuel kommt als Kommunikationswissenschaftler ursprünglich aus dem Marketingbereich und hat bei einem lokalen Energieversorger in Klagenfurt die erste österreichische Strommarke mit aufbauen dürfen. Er hat in diesem Zuge seine Leidenschaft für digitale Prozesse entdeckt und war nach seinem Wechsel bei der Kelag für alle Online-Prozesse für Kunden verantwortlich. Seit knapp 3 Jahren ist Manuel Teil des crossfunktionalen CX-Teams und ist dort als Teamlead für Customer Experience, Websites und Portale zuständig.Wer die Kelag nicht kennt: Die Kelag, oder auch Kärntner Elektrizitäts-Aktiengesellschaft, ist ein führendes Energieversorgungsunternehmen in Österreich. Kelag beliefert über 250.000 Kunden mit Strom, Gas und Wärme und legt dabei einen starken Fokus auf erneuerbare Energien, insbesondere auf Wasserkraft.Manuel und ich sprechen über den Aufbau eines konsequent kundenzentrierten Kundenportals, wie kontinuierliches Customer Feedback (CES statt CSAT) echte Produktverbesserungen treibt, und warum KI heute der Game-Changer für Usability-Testing, Datenanalyse und UX-Transformation im Großunternehmen ist. Manuels LinksManuels LinkedInKelags WebsiteManuels BuchempfehlungCustomers Know You Suck: Actionable CX Strategies to Better Understand, Attract, and Retain Customers - Debbie LevittIch hoffe, ihr fandet diese Folge nützlich. Wenn ihr auch die nächsten nicht verpassen wollt, abonniert UX Heroes doch auf Spotify, Apple Podcasts oder eurem Lieblingspodcaster – ihr könnt uns dort auch bis zu 5 Sterne als Bewertung dalassen. Wenn ihr Fragen oder Feedback habt, schickt uns doch gerne eine Nachricht an podcast@userbrain.com. Ihr findet mich auch auf LinkedIn unter Markus Pirker.UX Heroes ist ein Podcast von Userbrain. Mit Userbrain könnt ihr eure User Tests schnell und einfach durchführen. Einen User Test anzulegen geht mit Hilfe der AI innerhalb von wenigen Minuten und erste Ergebnisse sind innerhalb weniger Stunden verfügbar.Loslegen ist einfach: Geht auf userbrain.com/podcast, erstellt einen kostenlosen Account und bekommt die ersten 2 Tester im Wert von €90 geschenkt!

In this episode, Helen is joined by Bridie O'Shea, Customer Insight and Excellence Specialist at Mansfield Building Society. Bridie shares how her role focuses on improving customer journeys and ensuring vulnerable customers receive the support they need.Together, they explore the importance of going back to basics — embedding vulnerability awareness into everyday practice, building networks of champions across teams, and recognising the often-overlooked needs of carers.  Helen and Bridie also discuss the vital role local branches play in their communities, how meaningful human connections help identify when customers may need extra support, and why this matters even more as financial services become increasingly digital.  From supporting colleagues through difficult conversations to simple acts of kindness that make a real difference, this episode highlights why vulnerability work is a continuous journey of learning, listening and improving. Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/Follow me for more episodes, resources and vulnerability insights - Email: helen@helenpettifer.com LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website: https://www.helenpettifer.com/ 

Nick Glimsdahl is a leading authority in Customer Experience (CX) and Digital Transformation, specializing in the critical connection between authentic service and business success.As the Director of Contact Center Solutions at VDS and host of the weekly podcast Press 1 For Nick, Nick combines deep expertise in sales, marketing, and contact-center strategy to help organizations create effortless and human-centered customer experiences. He advises companies on aligning business goals, customer expectations, and employee experience—often guiding organizations through complex initiatives such as digital transformation and AI adoption.Nick is also the author of The Heart of Service, where he champions service models that scale operationally without losing empathy, helping leaders and teams build customer experiences that drive long-term loyalty and growth.SHOW SUMMARYIn this episode of the Selling from the Heart Podcast, Larry Levine and Darrell Amy are joined by Nick Glimsdahl to explore the powerful idea that how you serve is how you sell. Nick explains that authentic selling begins with transparency, being honest about pricing, timelines, expectations, and outcomes so prospects can truly “see around the corner” and make informed decisions.The conversation highlights the often-overlooked period between contract signature and implementation, what Nick calls the “go-live gap.” When organizations fail to deliver a consistent experience during this phase, customers quickly lose trust, leading to buyer's remorse, lost renewals, and missed referrals.Nick also shares lessons from his book The Heart of Service, emphasizing the importance of listening deeply to customers and frontline employees, reviewing sales conversations to improve performance, and aligning internal teams to deliver a unified customer experience. This episode offers practical strategies for sales professionals to build trust, create seamless handoffs, and focus on long-term relationships rather than short-term wins.KEY TAKEAWAYSTransparency about pricing, timelines, expectations, and results builds stronger customer trust.The “go-live gap”—the period between signing and implementation—is critical to customer satisfaction and retention.Long-term customer lifetime value should take priority over quick transactional wins.Sales professionals shape the customer experience because they are often the first face of the organization.Strong internal alignment between sales, implementation, and customer success ensures a consistent experience.Listening more than talking helps sales professionals better understand customer needs.Genuine care and attention toward prospects differentiate sellers in a crowded marketplace.HIGHLIGHT QUOTES“Selling from the heart means being transparent—about price, timelines, expectations, and results.”“The more I spoke, the better I sounded… but that didn't mean people would buy.”“You don't have to be great. You just have to beat the DMV… but somewhere between Zappos and the DMV.”“Care more than everybody else.”“You don't close a sale. You open a relationship.”“Customers will easily go to your competitor—even if they have to pay more—for a better experience.”ADDITIONAL RESOURCESExplore the secrets of heart-centered leadership and thriving workplace cultures with Culture from the Heart Podcast! Nominate a visionary CEO at www.culturefromtheheart.com!Listen to Larry Levine's Bestselling Book — Selling in a Post-Trust World! Now available on Audible! Transform your sales approach with insights that matter.  SUBSCRIBE to our YOUTUBE CHANNEL! Stay updated with the latest episodes and leadership tips: Selling from the Heart YouTubeet Your Daily Dose of Inspiration:Click Here for Your Daily Dose

Gugs Mhlungu chats to Wonke Nqevu, founder of Southside Pool Co. about how he started the business after gaining experience at a previous company that shaped his understanding of customer service and entrepreneurship, and what sets Southside Pool Co. apart, including the range of services it offers. Gugs Mhlungu gets you ready for the weekend each Saturday and Sunday morning on 702. She is your weekend wake-up companion, with all you need to know for your weekend. The topics Gugs covers range from lifestyle, family, health, and fitness to books, motoring, cooking, culture, and what is happening on the weekend in 702land. Thank you for listening to a podcast from 702 Weekend Breakfast with Gugs Mhlungu. Listen live on Primedia+ on Saturdays and Sundays from 06:00 and 10:00 (SA Time) to Weekend Breakfast with Gugs Mhlungu broadcast on 702 https://buff.ly/gk3y0Kj For more from the show go to https://buff.ly/u3Sf7Zy or find all the catch-up podcasts here https://buff.ly/BIXS7AL Subscribe to the 702 daily and weekly newsletters https://buff.ly/v5mfetc Follow us on social media: 702 on Facebook: https://www.facebook.com/TalkRadio702 702 on TikTok: https://www.tiktok.com/@talkradio702 702 on Instagram: https://www.instagram.com/talkradio702/ 702 on X: https://x.com/Radio702 702 on YouTube: https://www.youtube.com/@radio702 See omnystudio.com/listener for privacy information.

Once again, we are living in a time of military conflict. It seems like it is something that is inescapable, which is enough to make one who wishes for better to lose hope that it is possible. It can start to feel pretty overwhelming given the amount of suffering that continues to go on without reprieve.  This once again introduces the central importance of dispute and conflict resolution in our lives. It also emphasizes the importance of those who have the skills to help us navigate conflicts and dispute in order to come to some kind of outcome that is fair and equitable.  In this episode of Experience by Design, I'm fortunate to have Colin Rule, CEO of ODR.com, with ODR standing for online dispute resolution. Colin is the author of the book “Online Dispute Resolution for Business.” He also was the Director of Online Dispute Resolution, meaning that he has seen more conflict than the most experienced global negotiator. Colin shared insights from his experience at eBay, where they managed 60 million disputes annually across 54 countries, emphasizing the need for a fast and fair resolution system to maintain trust in online marketplaces.  We talk about his early stage appearance as Tevye in “Fiddler on the Roof” in high school, and his involvement in the debate team. He describes how debate influenced his desire to form authentic and genuine belief in his arguments. Colin explains how his interest in peace studies developed through mediation training and his understanding of conflict resolution as a form of peacemaking. Colin shares personal experiences where empathetic listening resolved a long-standing dispute, highlighting the value of authentic apologies and understanding. We also discuss the concept of fairness and justice, especially in an era of artificial intelligence. Colin suggests that AI has transformed the landscape of dispute resolution, and while this change is irreversible, it presents new challenges and opportunities for the field. In a time of needing greater dispute resolution to end conflict, it is a great moment to hear from Colin's work in creating dispute resolution experiences. Colin Rule: https://www.colinrule.com/ Colin Rule LinkedIn: linkedin.com/in/crule “Online Dispute Resolution for Business”: https://www.amazon.com/Online-Dispute-Resolution-Business-Employment/dp/0787957313

Realities Remixed, formerly know as Cloud Realities, launches a new season exploring the intersection of people, culture, industry and tech.Business messaging is transforming customer engagement by enabling brands to move conversations into familiar, always‑on messaging platforms. The result for customers is greater convenience, quicker resolutions, and more meaningful, personalized interactions. This week, Dave, Esmee, and Rob are joined by Kathleen Tandy, Global Director and Head of Business Messaging Marketing and WhatsApp for Business at Meta , to explore how companies are using messaging platforms to engage customers, what customers expect from these experiences, and the challenges of scaling messaging in tech.TLDR00:35 – Introduction01:00 –  Hang out: The new Remarkable05:25 – Dig in: Using messaging to enhance customer experiences20:49 – Conversation with Kathleen Tandy55:26 – The passion for college football and championship weekend!GuestKathleen Tandy: https://www.linkedin.com/in/kptandy/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/ 'Realities Remixed' is an original podcast from Capgemini

Lisa Feldman Barrett's book: How Emotions Are MadeGeorge Loewenstein study: Anticipation and the Valuation of Delayed ConsumptionConnect 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.

What's the hidden reality behind entrepreneurship when your company faces a merger or acquisition? Beyond the headlines and the excitement of a potential exit, there's a deeply human side to these transitions—one filled with change, uncertainty, and the need for strong leadership and cultural awareness.In this episode, Marcia Dawood sits down with Jennifer Fondrevay, a former corporate executive turned M&A expert. Having lived through three multi-billion-dollar deals and authored a book on the subject, Jennifer Fondrevay brings a rare perspective focused not just on the transaction, but on the “people piece” that determines true transformation and sustainable success.Together, they explore the most common pitfalls and opportunities in M&A, from the grief staff can experience to the critical role of humility, communication, and early cultural integration. Packed with actionable advice for leaders, founders, and angel investors, this conversation is a must-listen for anyone preparing for, or curious about, what really makes an M&A deal work. To get the latest from Jennifer Fondrevay, you can follow her below!https://www.linkedin.com/in/jennifer-fondrevay/https://jenniferjfondrevay.com/ Sign up for Marcia's newsletter to receive tips and the latest on Angel Investing!Website: www.marciadawood.comDo Good While Doing WellLearn more about the documentary Show Her the Money: www.showherthemoneymovie.comAnd don't forget to follow us wherever you are!Apple Podcasts: https://pod.link/1586445642.appleSpotify: https://pod.link/1586445642.spotifyLinkedIn: https://www.linkedin.com/company/angel-next-door-podcast/Instagram: https://www.instagram.com/theangelnextdoorpodcast/Pinterest: https://www.pinterest.com/theangelnextdoorpodcast/TikTok: https://www.tiktok.com/@marciadawood

Bria Demetrius, Communications Marketing Manager at Cox Communications, joins Sara Rosas, Director of Partnerships at Innovate Marketing Group, to explore how insight-led marketing drives real performance and stronger customer connections.Bria shares her journey from broadcast journalism to consumer marketing, and how her background shaped her approach to data, storytelling, and customer experience. We dive into how marketers can turn analytics into action, design campaigns that feel human, and stay competitive in fast-moving industries like telecommunications.About the guest:Originally from Florida and now happily married and based in Atlanta, she enjoys exploring new places and bringing people together—whether through travel or hosting meaningful family gatherings at home. Professionally, she is an insight-led and performance-focused Consumer Marketing Manager with a passion for turning data into meaningful, results-driven strategies.She leads the development and execution of integrated marketing initiatives designed to elevate customer engagement, drive sales, and strengthen brand presence. With a strong emphasis on cross-functional collaboration and multi-channel campaign management, she aligns marketing efforts with broader business objectives to fuel growth and support market expansion.Her day-to-day work includes crafting compelling campaigns, leveraging analytics to optimize performance, managing vendor and agency relationships, and ensuring consistent brand messaging across every customer touchpoint. She thrives in fast-paced, dynamic environments where creativity, adaptability, and strategic thinking come together to deliver high-impact results for both brands and the audiences they serve.Follow Bria on LinkedIn!Planning a family reunion or group gathering? Download the Kinship Sync app and keep everything organized in one place.EventUp is brought to you by Innovate Marketing Group. An award-winning Corporate Event and Experiential Marketing Agency based in Los Angeles, California. Creating Nationwide Immersive Event Experiences to help brands connect with people. Learn more here!At Innovate Marketing Group, we've curated a collection of free resources designed to help you elevate your events and marketing efforts. Whether you're planning a company retreat or navigating the latest event trends, our tools, reports, and checklists are here to support your success and keep you at the forefront of innovation. Access them here!Follow us!Find us on ⁠⁠LinkedIn and Instagram and catch our latest episodes on the EventUp Podcast!

Leroy Hite Founded the World’s First Luxury Firewood Company. Here’s How Premium Pricing Shaped the Brand, the Customer Experience, and the Exit. (The Price and Value Journey, Episode 163) Leroy Hite joins host John Ray on The Price and Value Journey to share one of the most counterintuitive pricing stories you’ll hear. Leroy founded Cutting […]

What is the best competitive moat in Agentic AI? Why AI Can't Replicate Brand Trust and Identity? Brand strategy, brand moat, brand trust, customer experience, Brand DNA, thought leadership, brand differentiation, AI era branding, AI experience design, AIXD™. A brand moat is built on trust, identity, and user experience — assets AI and competitors cannot easily replicate. In an era where AI accelerates commoditization and competition, your brand is the one competitive advantage AI cannot copy.  In this episode, global brand strategist, Thought Leadership Coach, and AIXD™ pioneer Joanne Z. Tan breaks down what a brand competitive moat really is and why trust, identity, emotional belonging, and loyalty are the strategic layers that defend your business in the AI native age. Learn how to design experiences that earn deep trust, embed your brand in customer identity, and turn loyalty into compounding business value — even when products and features become indistinguishable. Tune in for examples from iconic brands, Warren Buffet's wisdom, brand moat frameworks, and practical questions you can start applying today to build and strengthen your brand's moat. Watch it as a video Read it as a blog Timestamps 00:00 - Introduction + Warren Buffett on Coca-Cola and brand power 01:05 - Why executives underestimate brands (brand as expense vs strategic fortress) 01:50 - What is Buffett's “economic moat” vs what is a “brand moat”? 03:05 - Coca-Cola and Apple: how strong brands create pricing power and loyalty 04:25 - What a Brand Moat includes (trust, identity, emotional belonging, loyalty) 05:20 - The architecture of brand loyalty + why trust takes time to build 06:35 - Brand trust can't be automated: AI agents, low-stakes vs high-stakes decisions 08:05 - Trust in technology: privacy, security, explainable results, integrity 09:05 - Three elements of a Brand Moat overview 09:25 - Element 1: Consistent customer experience (every touchpoint builds or breaks trust) 10:20 - Element 2: Building trust (pricing power, retention, CAC realities) 11:15 - Element 3: Brand identity and meaning (identity marks and belonging) 12:05 - Building your Brand Moat: audit gaps, invest in trust infrastructure, design identity association, use AI to elevate human experience 13:15 - A moat alone isn't enough: staying top-of-mind (Coca-Cola advertising example) 13:55 - Closing: user experience is brand experience + enterprise destiny + call to action

AI isn't about replacing people — it's about unlocking productivity and making customer experiences feel more human. On this episode of Right About Now, Ryan Alford sits down with Vinod Muthukrishnan, VP & GM of Webex Customer Experience at Cisco, to discuss how AI is transforming customer experience from fragmented interactions into continuous, context-driven conversations. Vinod explains why the purpose of AI in CX is not efficiency alone — it's humanization. From “concierge agents” that become the face of a brand to agentic systems that orchestrate complex multi-step requests across departments, this conversation explores the end of CX silos and the rise of intelligent, brand-aligned AI interfaces. They also tackle the real question everyone's asking: is AI taking jobs — or elevating them? Key Takeaways AI should make CX more human. Automation should enhance context, empathy, and continuity — not remove them. Context is the missing link in customer loyalty. Most brands reset conversations every time. AI fixes that. Concierge agents become the brand. They orchestrate backend systems while delivering one seamless customer conversation. Agentic AI moves beyond tasks. It executes complex, multi-step “jobs” across systems over time. AI won't replace humans — but AI-powered humans will win. Repetitive work declines. Strategic expertise rises. Connect With the Guest Vinod Muthukrishnan VP & GM, Webex Customer Experience – Cisco X: https://x.com/Vinod_CC LinkedIn: https://www.linkedin.com/in/vinodmkrishnan Connect With Ryan Ryan Alford Website: https://ryanisright.com Instagram: https://www.instagram.com/ryanalford LinkedIn: https://www.linkedin.com/in/ryan-alford

As companies grow, executive escalations are happening more often, and they're costly. These high-stakes customer complaints reveal broken systems, misaligned teams, and gaps in trust. When ignored, they steal time from your top people, hurt loyalty, and can damage your brand. Stacy Sherman shares her expert perspective on executive escalations through a Doing CX Right® lens. In this episode of Doing CX Right®, Stacy talks with Pablo Payet, Customer Experience and Success Specialist at Granicus, about how to prevent escalations before they start and turn them into opportunities to improve your business. You'll learn how to: Detect patterns and warning signs before escalations escalate Build repeatable processes and escalation playbooks that drive consistency and ownership Design intentional customer journeys that anticipate issues and close feedback loops Align teams across departments to resolve root causes, not just symptoms Listen now to discover practical ways to prevent executive escalations and transform customer pain into trust, loyalty, and long-term growth. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Send a textIn this insightful episode of Navigating the Customer Experience, we welcome Victoria Mensch, Founder & CEO of the Silicon Valley Executive Academy, for a powerful conversation on leadership, innovation, and thriving in the age of AI.With a PhD in Psychology, an MBA from UC Berkeley, and more than 25 years in Silicon Valley, Victoria has built her career at the intersection of human behavior, executive performance, and technological transformation. Arriving in Silicon Valley during the dot-com boom, she was inspired by its bold, world-changing mindset. That culture of innovation shaped her journey from working across semiconductor and software companies to launching her own executive academy, where she helps global leaders apply Silicon Valley's innovation principles within their own organizations.A central theme of the episode is how leadership must evolve in today's fast-changing 2026 environment. Victoria emphasizes that leadership isn't limited to job titles—it exists at every level. She outlines three essential qualities leaders must cultivate:Self-Responsibility & Agency – Great leaders take ownership of their choices and focus on what they can control, even amid disruption.Curiosity – With technological, political, and economic shifts happening constantly, leaders must stay open, adaptable, and willing to explore new perspectives.Continuous Learning – In the age of AI, growth is non-negotiable. Leaders must embrace learning, develop new skills, and view change as an opportunity rather than a threat.One of the most powerful discussions centers on reframing failure. Victoria explains that fear of failure is often driven by imagined future scenarios. The key practice is returning to the present moment and rationally assessing reality. She also offers a mindset shift: the probability of success is equal to the probability of failure—yet we tend to focus only on what could go wrong. By consciously balancing those possibilities, leaders can make decisions rooted in clarity instead of fear.When asked for one word leaders should adopt for 2026, Victoria chooses humanity. As organizations increasingly integrate artificial intelligence, she believes leaders must keep the human element at the forefront. Technology should create space for deeper creativity and stronger connections—not replace them. The goal isn't simply to be faster or more efficient, but to be better in how we serve and relate to others.Victoria also shares her excitement about AI-driven automation and tools that eliminate time-draining tasks, freeing leaders to focus on high-value work. She recommends exploring Lovable, a platform that allows users to build applications and landing pages without coding skills. A book that influenced her thinking is Digital Darwinism: Surviving the New Age of Business Disruption by Tom Goodwin, which examines how companies navigate digital transformation.Her personal guiding quote? “Faith over fear.”This episode delivers practical leadership insights for executives, entrepreneurs, and professionals ready to embrace change, lead with intention, and remain human in a rapidly evolving digital world.Connect with Victoria at www.svexecutive.academy and join the conversation on X @navigatingcx or in the Navigating the Customer Experience community.

Innovating On-Set Communication: A Conversation with Onset Headsets Founder MattIn this episode of the Get Reelisms Podcast, hosts Adam Chase Rani and Christine Chen dive into a discussion with special guest Matt, founder of Onset Headsets. The conversation covers Matt's journey from working in film production as an Assistant Director (AD) to founding a company that innovates communication gear for filmmakers. Matt shares the story behind Onset Headsets, their product offerings, and the entrepreneurial challenges he faced. The podcast also highlights the critical role of customized, high-quality headsets for the film industry, Matt's unique solutions to common on-set problems, and upcoming plans for the company. Listeners can enjoy insights into film production nuances, hear about the camaraderie on film sets, and learn about Onset Headsets' innovative delivery service in Los Angeles. By the end of the podcast, Matt provides listeners with a special discount code for Onset Headsets products. Hosts: Adam Rani (@adamthechase)   & Christine Chen (@cchenmtf) About Christine W Chen:Christine W. Chen is a Taiwanese American filmmaker, Academy member (Short Films Branch), and versatile producer, director, and writer known for bold, character-driven storytelling. Through her production company, Moth to Flame, she has created award-winning short films, features, and branded content—including Erzulie, a feminist swamp thriller that had a limited theatrical run and now streams on major platforms. In addition to her directorial work, Christine is a seasoned DGA 1st Assistant Director and co-author of Get Reelisms and ABCs of Filmmaking, as well as the co-host of the Get Reelisms Podcast.For more information about Christine Chen: christinewchen.com About Adam Rani:Adam Chase Rani is a production designer and set dresser working in the Austin film market, bringing a sharp eye for visual storytelling and practical creativity to every project. During the pandemic, he co-founded the Get Reelisms Podcast with Christine Chen to foster community within the film industry. Together, they've built a platform that blends education, candid conversations, and industry insights to help filmmakers connect, learn, and grow. For more information go to getreelisms.com For more information on ERZULIE go to: erzuliefilm.com WEBISODE version of the PodcastTIME SUMMARY:00:00 Introduction to the Role of an AD00:55 Welcome to the Get Reelisms Podcast01:31 Meet Matt from Onset Headsets02:58 The Birth of Onset Headsets05:16 Innovative Headset Solutions07:30 Challenges and Innovations in Filmmaking08:06 Onset Headsets Delivery Service10:45 Customization and User Feedback14:55 Partnerships and New Products20:52 Transition from AD to Entrepreneur24:03 Expanding Onset Headsets25:56 Tech Influence in Austin27:18 Upcoming Events for Onset Headsets29:08 Expanding Nationwide29:48 Innovations in Headset Technology30:44 Customer Experiences and Feedback38:20 Bulk Orders and Customization41:30 Durability and Warranty47:03 Exclusive Discount Code48:13 Conclusion and Housekeeping  Official Get Reelisms PageGet Reelisms Amazon StoreInstagram

A thought-provoking Substack article argues, "We had overestimated the value of 'human relationships'. Turns out that a lot of what people called relationships was simply friction with a friendly face." Where is the friction showing up in your customer experience?  Interested in coaching or training on these topics for you or your team? We'd love to hear from you! Email Mike and Mark.

You don't need a big title to drive meaningful customer experience change. This episode shows how real CX leadership starts in the middle by turning customer friction into business outcomes executives can't ignore. We break down how to connect issues like confusing onboarding or stalled conversions to metrics that matter, including call volume, cost to serve, cancellations, and retention, and how to present that story so leaders say yes.You'll learn a practical approach you can use immediately: choose one high-impact friction point, build a simple business case with clear baselines, deliver a focused fix, and share the results. These visible micro wins build momentum, credibility, and influence.We also cover how to lead across and up by partnering with metric owners, framing ideas around shared goals, and communicating in the language of outcomes. If you're ready to grow your impact and your career, this conversation gives you the tools to lead without a title.If you found this valuable, follow the show, leave a quick review, and share it with a teammate ready for their next win.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact. Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Send us your feedback about the episode!n this episode of Beauty Behind the Brand, Nicole shares one of the most powerful (and underrated) tools she's used to grow both her spa and product line — Google Forms.From gathering anonymous client feedback to collecting honest staff insight, Nicole breaks down how simple surveys have helped shape pricing decisions, improve client experience, strengthen team culture, and even guide rebranding decisions.Let's be honest — asking for feedback takes confidence. It requires being open to productive criticism and separating emotion from data. But when you're willing to listen, adjust, and evolve, the insight can be transformational.Whether you're building a beauty business from the ground up, preparing for a rebrand, or simply looking to improve what you already have, this episode will show you how structured feedback can create clarity, confidence, and smarter business decisions.Sometimes the growth you're looking for is just one question away. Subscribe for New Episodes Every Tuesday!Be sure to check us out on all our socials:Follow on Instagram: @beautybrandpodcasthttps://www.instagram.com/beautybrandpodcast/Subscribe on Youtube: @beautybehindthebrandpodcasthttps://www.youtube.com/channel/UCEl-qd38M4OgL8IghZ8ga9gWebsite:https://www.miskoka.com/beauty-behind-the-brandFollow our host on Instagram: @nicmanionhttps://www.instagram.com/nicmanion/

Shoot us a Text.Episode #1282: Honda leads the nation in fuel economy, destination charges quietly climb to $1,600 per vehicle, and a new Gallup report shows staffing shortages may be holding back customer experience across retail.If you had to guess the most fuel-efficient automaker in America, who would you pick? According to the EPA's newly released 2025 Automotive Trends Report, Honda just claimed the top spot—blending hybrids, smart engineering, and affordability into a winning formula.Honda posted a 31.0 mpg “real-world” fleet average for 2024—3.8 mpg higher than the industry average among full-line brands.The EPA ranking looks at automakers offering a complete mix of gas and electrified vehiclesHonda's efficiency dominance isn't new. The Civic topped the EPA's very first fuel economy rankings back in 1976.The average Honda transaction price in 2025 was $35,060—roughly $10,000 below the industry average.Honda also set a third straight annual electrified sales record, surpassing 400,000 units, led by CR-V, Accord, and Civic hybrids.There's a new line on the Monroney that's getting a second look: destination charges. These once-overlooked shipping fees are quietly adding billions to vehicle costs without technically raising MSRP.Buyers spent more than $26 billion on destination charges this year, an average of $1,600, according to Edmunds.Some increases are steep: F-150 fees jumped to $2,595, Tahoe rose to nearly $2,000; Toyota Sequoia's fee is up more than 50%.Automakers say the hikes reflect higher fuel, logistics, heavier SUVs and trucks—and now tariffs. Stellantis alone expects $1.9B in tariff costs in 2026.The charge is the same whether the vehicle traveled 10 miles or 1,000, and courts have ruled consumers shouldn't be surprised that it includes profit.John Morrill, Massachusetts dealer: “It's a way to raise prices that is, shall we say, less transparent to the consumer. Carmakers have raised them a lot, certainly faster than they've raised prices.”A new Gallup report highlights a growing gap in retail and beyond: employees feel deeply responsible for customer experience—but don't believe their companies can actually deliver on promises. And staffing cuts appear to be the biggest culprit.43% of workers strongly agree they feel responsible for customer experience (up from 38% last year), but only 23% believe their organization consistently delivers on its promises.Leadership is 10 points more confident than frontline employees that promises are being kept.Staffing is the top barrier to service, cited by 37% of workers—more than training, tools, or unclear standards combined.Today's show is brought to you by iPacket Value. From accurate MSRP validation to smarter merchandisJoin Paul J Daly and Kyle Mountsier every morning for the Automotive State of the Union podcast as they connect the dots across car dealerships, retail trends, emerging tech like AI, and cultural shifts—bringing clarity, speed, and people-first insight to automotive leaders navigating a rapidly changing industry.Get the Daily Push Back email at https://www.asotu.com/ JOIN the conversation on LinkedIn at: https://www.linkedin.com/company/asotu/

Resale may be having a mainstream moment on the consumer side — but behind the scenes a much larger B2B engine has been quietly evolving for nearly two decades.Recorded live from the show floor at NRF 2026, this episode of Retail Remix features Nicole Silberstein in conversation with Marcus Shen, CEO of B-Stock, a technology platform and marketplace that helps major brands and retailers efficiently sell excess and returned inventory to a network of small business buyers.Marcus shares how the resale landscape is shifting, why brands increasingly need tighter control over where their excess inventory lands and how AI is helping both sellers and resellers manage volatility, pricing and profitability. The conversation also explores how inflation and changing consumer attitudes have reduced the stigma around secondhand goods, fueling downstream growth in the resale ecosystem.Key TakeawaysHow B-Stock connects major retailers and brands with small business resellers to reduce the financial impact of returns and overstock;Why brands now demand more discretion and control over secondary market distribution;How AI is helping normalize messy inventory data and predict resale value;Why volatility in inventory mix makes technology essential in B2B resale; andHow inflation and shifting consumer sentiment are accelerating resale adoption.PLUS Hear about the craziest products Marcus has seen come through the platform recently.Related LinksLearn more about how B-Stock powers B2B resale and liquidationRelated reading: A Better Return on Returns: How Data is Redefining B2B Resale StrategiesExplore more NRF26 coverage and retail insights from Retail TouchPointsSubscribe so you don't miss more episodes of Retail Remix from the show floor of NRF26

In episode 502 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Mike Hayes, chief commercial officer, Americas at Newell Brands, a leading global consumer products company with a large portfolio of iconic brands such as Graco®, Coleman®, Oster®, Rubbermaid®, and Sharpie®. The discussion begins with Hayes sharing the company's strategic vision behind creating the Customer…

In this episode, we speak with Darcy Doty, AAMVA's Vice President of MVA Operations & Customer Experience, about the new Employee Safety and Security Working Group and the resources they are currently working on. Host: Ian Grossman Producer: Claire Jeffrey, Chelsey Hadwin, and Kayle Nguyen Music: Gibson Arthur

In this special episode of Rhee Gold’s Dance Life Podcast, Stacey Morgan and Rhee Gold welcome their first-ever guests to the show after more than seven years of hosting together. Joining them behind the microphone are Molly Stroud and Jayme Bell from Jackrabbit Dance, the long-time sponsor of the podcast. Together, they unpack what studio owners are facing right now — and how smart systems can bring more ease, clarity, and profit back into studio life. In this episode, you’ll hear: Why studio owners are still feeling the ripple effects of post-pandemic enrollment shifts, and what parents now want from commitments How Jackrabbit Dance’s Client Success team supports studio owners through low enrollment seasons by listening first, then building practical solutions Why the dance industry has proven especially adaptable — the “show must go on” energy, innovation, and fast pivots The features that can save time immediately, including: Online registration and parent portal access Automated billing and payment processing (so you’re not chasing money) Better website-to-registration workflows Centralised communication through Jackrabbit Plus (branded app, groups, push notifications) Resources tabs for costumes, hair, videos, and quick answers parents actually use What’s “hot” right now for summer programming — including the rise of more flexible, creative camps (and why studios should experiment) A look at Jackrabbit Camps, including policies, deposits, session selection, and ongoing product updates based on real studio timelines A powerful studio-owner money conversation: why too many discounts can quietly drain profitability — and how studio owners can stop “discounting themselves out of business” The mindset shift studio owners need: it’s okay to run a studio that makes a good profit, pays you well, and supports your future This episode is equal parts practical and energising — a reminder that dance studio owners don’t start businesses to do admin all day. With the right systems and support, you can reclaim time, improve customer experience, and build a studio that truly serves your life.See omnystudio.com/listener for privacy information.

This episode explores the deep connection between psychology, company culture, and customer experience (CX). Katie Stabler shares practical advice, real stories, and actionable insights for CX leaders. Listeners will learn why strategy, employee involvement, and communication matter more than just technology or AI.   About the guest:  Katie is a Cheshire-based customer experience specialist, keynote and the published author of the best-selling CX-ISM. Dedicated to cultivating high-value customer experience through data, design and culture, she inspires organisations to do things differently. Her work is rooted in the psychology of customer perception and built on the belief that customer experience must evolve from a strategy you implement to a movement you lead. With over a decade in experience design, Katie founded CULTIVATE Customer Experience by Design, now in its fifth year of global operations, where she supports organisations around the world to unlock meaningful, measurable and sustainable customer experience transformation.   Relevant links:  https://www.linkedin.com/in/katie-stabler-ccxp/ https://www.instagram.com/customerexperience_provocateur/   Keay Take-aways: Psychology drives CX success: Understanding feelings, memory, and perception is essential for effective customer experience. Culture is shown in tough times: True customer-centric culture appears when employees act right during challenges. Strategy beats tactics in CX: Long-term CX success needs a clear strategy, not just isolated projects or training. Chapters: 0:00 - Intro 0:35 - Game-Changing Moments in CX Career 1:22 - Book Insights: Philosophy of Customer Experience 2:48 - Bringing CX Philosophy to Life 3:37 - Understanding Psychological Elements in CX 6:01 - Growing as a CX Specialist 7:38 - Creating Customer-Centric Culture 10:44 - Integrating AI with Customer-Focused Employees 13:44 - Addressing AI's Impact on Employment 16:40 - Learning from CX Initiative Failures 19:32 - Strategic Approaches to CX Initiatives 23:09 - The True Measure of Customer Experience 23:56 - Conclusion and Final Thoughts Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

The 2026 Winter Olympics are now over, and it was great to watch. As always, there are a lot of compelling stories that happened. There are stories of triumph and disappointment, as it goes with sports. It is hard to imagine putting so many years of your life into something to have it all turn on minutes or seconds.  There were a lot of athletes that were projected to win gold, including Jessie Diggins who is the greatest US cross-country skier ever. However, no US woman or man has ever won a cross-country skiing gold, so there were a lot of hopes that this would be the year. But that didn't come to pass. The men were able to secure two silver medals, and Jessie Diggins won a bronze. To add to this, Jessie Diggins is retiring at the end of this season, marking the end of a remarkable career. So was it a disappointment? Depends on how you measure it. By one metric of success, she failed to achieve the top goal of winning a race and taking home the gold. But other measures, according to Jessie, she did all she could, left it all out there, and represented herself, her friends and family, and her country well. The same could be said for a lot of athletes who ‘failed' to live up to expectations, but nonetheless did what they could to succeed.  In a culture where second place might be referred to as “first loser,” coming back with less than complete victory is a high standard. And maybe it is time for that standard to change, and the culture around metrics to shift.  To talk about the impact of measuring what matters, and more broadly the need for changes in organizational culture and employee experience, I welcome Dr. James Killian to Experience by Design podcast. This is the second Industrial/Organizational Psychologist in two weeks, so that might be a record for any podcast.  James has a new book coming out titled “Obsessed: Cultivating the Customer-Driven Leader.” The book describes how to develop customer-focused leadership habits, establish employee-centric cultures, create linkages between employee and customer experience, and establish metrics that really matter to your strategy.  James explains his entry into the field after discovering it during an introductory psychology class at Texas A&M, describing his interest in combining business and psychology. We also talk about his experiences in industry as well as working in the Michigan State University Customer Experience Management Masters program. Finally, there is the familiar theme about needing to create better connections between industry and academia.  Dr. James Killian: https://www.linkedin.com/in/james-killian-ph-d-859182/ “Obsessed:Cultivating the Customer-Driven Leader”: https://the-customer-driven-leader.com/ Pre-order now!: https://books.manuscripts.com/product/obsessed/

The 10 Commandments Part 2: Why Your Customer Experience Can't Exceed Your Employee Experience What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 2 of our deep dive into The DiJulius Group's 10 Commandments, John DiJulius and Denise Thompson reveal why exceptional customer experience is impossible without an exceptional employee experience. This episode unpacks Commandments 6-10, covering everything from hiring for character over competence, to building leaders on purpose instead of by accident, to why training must be treated as a product. You'll learn why world-class onboarding has nothing to do with HR paperwork marathons, what's really fueling the retention crisis, and why companies rise to the level of their systems—not their goals. If you're ready to eliminate silos, build leaders who actually lead, and create a workplace people never want to leave, this is your playbook. What You'll Learn: Why hiring for character instead of just technical skills changes everything How to make your interview process 'un-gameable' (even when candidates use AI to prep) The four phases of world-class onboarding—and why most companies only do one The danger of 'accidental managers' and how to build leaders on purpose Why training must be designed, delivered, and certified like a product you'd sell How to eliminate organizational silos that kill customer experience Which commandment creates the fastest impact (and when to start somewhere else) What the customer service revolution will look like in the next 5-10 years Key Insights for C-Suite Leaders "Hire for the heart, train for the part. Technical skills can be taught. Behavior is a lot harder." — John DiJulius "The best companies scare more people out of wanting to work there than they attract—by design." — John DiJulius "Companies don't rise to the level of their goals. They rise to the level of their systems." — Denise Thompson "Your customer experience is your offense. It makes customers come back more often, pay higher prices, and send more people." — John DiJulius "Customers aren't more demanding than ever. They're less tolerant of bad experiences." — John DiJulius Who This Episode Is For CEOs and business owners committed to building world-class cultures VP/Head of HR and People Operations Chief Customer Experience Officers (CXO) Operations leaders struggling with retention and engagement Learning & Development / Training Directors   Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Two words that make most engineers shudder: code refactoring. Now raise the stakes — refactoring decades of legacy systems inside a large enterprise. A tech debt-heavy project of this scale needs a leader who has driven complex digital transformations, like Gayatri Narayan (formerly PepsiCo, Microsoft, Amazon). Now, as President of Technology at Builders FirstSource, Gayatri Narayan is achieving a 3–4x increase in engineering velocity since joining less than a year ago.  Gayatri joins host Yousuf Khan to unpack the strategy behind those results, including how to deploy AI across the SDLC, how to rigorously evaluate ROI on AI investments, and how to lead change across complex enterprise tech stacks.Key Moments: 01:30 – Why Construction Technology Is Ready for Transformation 04:05 – AI Strategy: Elevating UX and Customer Experience 08:20 – Evaluating AI Investments: ROI, NPV, and Operating Costs 12:45 – Achieving 3–4x Engineering Velocity 16:05 – Humans in the Loop: Craft, Code Review, and AI Amplification 18:35 – Where the Industry Gets AI Adoption Wrong 20:30 – Leadership Advice: Start with the Customer About Gayatri: Gayatri Narayan is a general management executive with more than 15 years of experience leading product, engineering, data science, and operations across global enterprises, with full P&L responsibility and a track record of driving profitable growth through digital transformation.  She currently serves as President of Technology at Builders FirstSource, where she leads enterprise technology strategy, modernizes legacy systems, and embeds AI into the software development lifecycle to accelerate innovation across the residential construction value chain.  Previously, she served as Senior Vice President of Digital Products and Services at PepsiCo and held multiple general management roles at Microsoft, including leading Product and Engineering for Intelligent Communications across Teams and Skype as well as Enterprise PaaS and SaaS businesses; she also held leadership roles at Amazon spanning Marketplace Transportation and Logistics and several major retail categories. Guest Highlights: “We've seen a three to four times increase in engineering velocity — especially in refactoring legacy systems where historically there was very little knowledge of how the system actually worked.” “With generative AI, companies that have existed for 20 or 30 years don't have to get bogged down by legacy stacks. They can embrace emerging technologies without spending 18 to 24 months just refactoring.” “It really comes down to efficiency of time. The developer's surface area of impact expands dramatically — it's not just about writing code anymore, it's about delivering business value faster.” Visit ciopod.com for more episodes. Subscribe on YouTube or follow on your favorite podcast platform so you never miss a conversation with today's top technology leaders. Our Sponsor:  Want to accelerate software development by 500%? Meet Blitzy, the only autonomous code generation platform with infinite code context, purpose-built for large, complex enterprise-scale codebases.  While other AI coding tools provide snippets of code and struggle with context, Blitzy ingests millions of lines of code and orchestrates thousands of agents that reason for hours to map every line-level dependency.  With a complete contextual understanding of your codebase, Blitzy is ready to be deployed at the beginning of every sprint. Blitzy handles the heavy lifting, delivering over 80% of the work autonomously. The platform plans, builds, and validates premium-quality code at the speed of compute, turning months of engineering into a matter of days. It's the secret weapon for Fortune 500 companies globally.  To hear how engineering leaders are transforming the way they deliver software, visit blitzy.com. Schedule a meeting with their consultants to enable an AI-Native SDLC in your organization today. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Realities Remixed, formerly know as Cloud Realities, launches a new season exploring the intersection of people, culture, industry, and tech. Energy transportation is a deeply local business, safely delivering gas and electricity, more and more from renewable sources, directly to the communities it serves. Technology and AI help make that possible by strengthening safety, bringing companies closer to customers, and enabling teams to build the future together. This week, Dave, Esmee, and Rob are joined by John Koerwer, CIO of UGI Corporation, to explore explore why “the business” and tech still struggle to speak the same language, nd what helps close the gap.TLDR00:35 – Introduction01:17 – Hang out: new toys and coffee07:55 – Dig in: the business - tech divide21:07 – Conversation with John Koerwer59:40 – The amazing AI technology in The Sphere's version of The Wizard of OzGuestJohn Koerwer: https://www.linkedin.com/in/john-koerwer-46102127/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/ 'Realities Remixed' is an original podcast from Capgemini

Sarah Andrews on LinkedInCupola CXConnect 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.

The most practical CX breakthroughs are happening in day-to-day choices by leaders who meet their organizations where they are. From the Medallia Experience 2026 conference in Las Vegas, we pull together no-fluff lessons on turning insights into impact, leading with intent, and using AI to accelerate change—without overpromising. Jeannie talks with Experience Transformation Award winner Paloma Paraja, Customer Experience Manager at Santalucía Seguros, about breaking down silos in a 100-year-old insurer by unifying Voice of Customer, empowering internal champions, and turning feedback into stories teams can act on. She also reconnects with Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, for a masterclass in prioritization—using driver modeling and smart experiments to separate noise from real impact, and applying AI to speed service and personalization without eroding trust. Plus, we chat about an Experience Is Everything book club with Deborah Bearden, Enterprise Customer Experience Manager at Simmons Bank.The theme: progress over perfection. Choose high-impact actions. Test, measure, and scale what works. Let AI amplify a strategy you've already defined.Enjoyed the conversation? Follow the show, share it with a CX friend, and leave a quick review to help more leaders find it. Have a question or story to add? Leave me a voicemail at askjeannie.vip.Follow our guests on LinkedIn:Paloma Paraja -- https://www.linkedin.com/in/paloma-paraja/Camille Kremer -- https://www.linkedin.com/in/camillekremer/Deborah Bearden -- https://www.linkedin.com/in/deborah-bearden/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact. Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Julie Podewitz, CEO & Founder of Grow Your Occupancy, talks with Tiffany Cooey, Executive Vice President of Sales and Marketing at QSL Management, about the strong focus on the customer experience at their senior living communities. From the moment a prospect walks into one of their communities, the emphasis is on not only a luxury senior living experience, but also on creating a feeling of home. Listen to find out how, through training and reinforcement, the entire team at each QSLM community delivers on the resident experience.

What makes a great store in 2026? Sometimes, it's not clarity — it's curiosity.Recorded live from the show floor at NRF 2026, this episode of Retail Remix features host Nicole Silberstein in conversation with Jack Stratten, Director at Insider Trends and one of the industry's most well-traveled retail observers. Jack spends his time visiting stores around the world, identifying what works, what doesn't, and, most importantly, why.From a wellness-meets-retail concept in Soho to immersive flagships in Paris, Jack breaks down the common thread between standout store experiences: a clear ambition, commitment and, sometimes, a willingness to prioritize discovery over efficiency. The conversation also explores why ecommerce's continued growth is forcing stores to raise their game — and why legacy department stores are having such a difficult time evolving.Key TakeawaysThe most interesting new stores you need to check out;Why the best stores succeed by meeting their ambition, not chasing trends;How discovery, trial and serendipity differentiate physical retail from ecommerce;Why Paris (not New York) is the most exciting city for retail experiences right now;How global markets and historic shopping experiences still influence modern store design;Why the growing ubiquity of ecommerce is having a positive effect on store experience;Why department stores are having such a difficult time tapping into their legacy of innovation today; andTravel hacks from someone who travels the world for a living.Related LinksExplore global retail insights and store safaris from Insider TrendsExplore more NRF26 coverage and retail insights from Retail TouchPointsSubscribe so you don't miss more episodes of Retail Remix from the show floor of NRF26

Welcome back to Women Petprenuers presents Book Club! In this special book club episode, hosts Mary Oquendo,  Sacheen Mobley, and  Denise Heroux for a lively, pre-recorded conversation about books that have truly resonated with them and are well worth a second (or third!) read. Each participant brings their own unique favorite to the table: from stories of hospitality in the restaurant world, to eye-opening explorations of dinosaurs and scientific discovery, to a deep dive into how our relationship with food shapes our health and culture. Along the way, the trio shares personal anecdotes—from favorite restaurants and food philosophies to family tales of dinosaur obsessions. They also discuss continuous learning through tools like MasterClass and Great Courses, and reflect on the importance of customer experience, both in business and everyday life. Whether you're here for book recommendations, insight into small business mindsets, or just to enjoy some good conversation between friends, this episode will leave your TBR (to-be-read) list full and your mind inspired. Buckle up and get ready for a fun ride through books, business, and everything in between!

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Adam continues his conversation with Chris & Adam, digging into the heart of what makes a truly effective brand: human connection. Adam reflects on his college journey: from architecture to fine arts and how building a deep foundation in creative fundamentals gave him the tools to solve complex problems quickly and confidently. He talks about the importance of active listening, community engagement, and building real relationships: illustrated through powerful examples like a school literacy partnership that dramatically improved reading levels. He also breaks down the difference between marketing and creative, why both must collaborate, and how creatives can position themselves to have greater influence. He closes with practical advice for emerging professionals and the value of sharing your voice, even when it feels vulnerable. Connect with Adam: https://www.linkedin.com/in/adamswartout/ If you need branded solutions for your events, giveaways and employee engagement, check out Club Colors: https://www.clubcolors.com

Episode Summary What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 1 of this two-part series on the Customer Service Revolution podcast, John DiJulius — founder of The DiJulius Group and the CX architect behind Chick-fil-A, Starbucks, Nestle, Ritz-Carlton, and top hospitals, financial institutions, and luxury resorts worldwide — begins breaking down the 10 Commandments of Customer Experience: the gold-standard methodology that has transformed how C-suite leaders design, implement, and sustain world-class customer and employee experiences. This episode covers the first half of the framework — from igniting your CX revolution to building your signature experience and creating a zero risk organization. Part 2 (next week) will cover the employee experience, training, and implementation commandments. This isn't theory. This is the actual operating system behind the most admired brands in the world — codified, structured, and sequenced so any organization can implement it. What You'll Learn in Part 1 •       Why John created the 10 Commandments: The frustration of watching great CX collapse as companies scale — and the realization that no one had ever codified how world-class companies actually do it •       Commandment 1 — Ignite the CX Revolution: How to draw a line in the sand as a CEO and make customer obsession a non-negotiable organizational commitment (includes the 'Day in the Life of a Customer' video tool used in new hire orientation) •       The Customer Experience Action Statement: Why mission statements don't drive behavior — and how one action statement built on 3 pillars aligns every employee in every interaction •       The Never & Always Tool (Customer Bill of Rights): The fastest and most immediately transformational CX tool in the framework — 8-10 non-negotiable standards that eliminate employee roulette, department roulette, and location roulette •       Commandment — Signature Experience Design: How journey mapping from the customer's vantage point creates a differentiated experience that makes your brand impossible to replicate •       Zero Risk Organization: What it truly means (hint: it's not about never dropping the ball) — and how empowering frontline employees to recover brilliantly creates loyalty no marketing budget can buy •       Above & Beyond Culture at Scale: Why telling employees to 'go above and beyond' doesn't work — and the top-of-mind awareness system that makes wow moments a daily norm •       The North Star Framework: Why 'flavor of the month' management destroys CX consistency — and how anchoring to one methodology creates shared language, accountability, and lasting culture change •       Tune in next week for Part 2: The employee experience, attraction and hiring, training and implementation, and leadership commandments Key Insights for C-Suite Leaders •       "Good isn't good enough. If you want to be the most customer-obsessed company in your industry, okay is the enemy." — John DiJulius •       "The number one CX problem is consistency — and the root cause is 100 different personal interpretations of what great service means." — John DiJulius •       "When you tell 100 employees to deliver genuine hospitality and don't define it, one person thinks a head nod counts. You need it trainable, observable, measurable, and actionable." — John DiJulius •       "Technology doesn't differentiate you. Technology keeps you at pace. Your signature experience is what makes price irrelevant." — John DiJulius •       "The 10 Commandments don't change. The internet came. Social media came. AI is coming. Those are tools within the commandments — not new commandments." — John DiJulius Who This Episode Is For •       CEOs and C-suite executives building or rebuilding their CX strategy •       Chief Experience Officers and CX Directors seeking a proven, scalable framework •       VP of Customer Success leaders struggling with inconsistency across teams or locations •       Operations leaders who want to eliminate service defects and reduce complaint volume •       HR and L&D leaders designing onboarding and training that actually changes behavior •       Entrepreneurs and founders who want to scale culture without losing quality •       Any leader who has tried to improve customer experience and hit a wall   Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Send us a message!In this episode, Alex & Annie sit down with Krista Goodrich and Kymberlee Nguyen, the duo behind Salty Dog Vacations, to talk about what it really takes to build a vacation rental company that guests remember and a team that is proud to be part of it.They share how Salty Dog grew from early investing decisions in Daytona Beach into a full-scale operation, and how their approach to branding goes beyond design choices. It shows up in the details, the guest experience, and the way they protect their people.The conversation also expands into Krista's work in local advocacy and zoning, their broader mission to help more women build wealth through real estate, and how their community has grown through retreats and education.Episode Chapters:08:20 – How local rules, zoning, and community involvement shape what it takes to operate responsibly15:07 – Building a brand guests remember: personality, pet-friendly touches, and guest joy19:37 – Krista's “Boss Lady Investor” work, and why real estate education needs to feel accessible25:00 – How retreats and community experiences can become part of a bigger platform, not just a side project33:32 – What it looks like to build a company culture where your team feels protected and respected35:44 – The moment they fired an owner, and why that decision mattered for the business long term40:25 – Why consistency matters more than “cute ideas,” especially once you are scalingIf you're trying to build a stronger guest experience and a business that holds up as you grow, this one's worth a listen.Connect with Kym & Krista:LinkedIn: https://www.linkedin.com/in/krista-goodrich-2823198/ Podcast: https://www.thebossladyinvestor.com/ Website: https://mysaltydogvacation.com/ ✨ Exclusive Offer to Alex & Annie Listeners:Streamline your short-term rental operations with Hostfully.Mention the Alex & Annie Podcast when you sign up and get free onboarding ($1000 value).

Hey CX Nation,In this CXWeekly Update episode #277 we walk through ideas, goals & CTAs the team at CXC has been focused on, not only internally but from the learnings we're being exposed to from clients & strategic partners on a regular basis. In this episode we walk through a few emerging trends around how AI is impacting the future of Sales, CX, Customer Success & Support + the future of work. Thanks to our friends at GoTo, Intercom & TriNet for supplying some amazing market reports that fuel this week's episodes. They collectively went out & interviewed & surveyed thousands of business leaders from across the world to see where they are in their AI foundation building efforts. Click here for GoTo Pulse of Work Report 2025Click here for Intercom Customer Service Transformation Report 2026Click here for Tri-Net State of Workplace Report 2025Don't worry we have a ton of amazing brand new guest interviews & episodes coming down the pipeline.We're also working on new forms & mediums of customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. We've also been building a few new podcasts behind the scenes to take all that we've learned with CXCP & start finding other podcast areas ripe for more content. A big part of CXC's mission is to continue creating valuable customer & employee focused business leader content, including CXWeekly updates like this that are digestible, actionable & most importantly entertaining. The CXChronicles Podcast is approaching a huge milestone in the upcoming months that most podcasts will never achieve. We closing in on 300+ episodes of customer focused business content from incredible Founders & Executives from all over the world. CXC is partnered with several leading software & technology providers including Hubspot, Intercom, Freshworks, & several others who might be the difference in your CX/EX performance moving forward. We provide our clients with audits, assessments & scorecards and we provide custom CTAs centered around your content engine to drive CX/EX health, utilization & health performance for our partner solutions (Hubspot, Intercom, Freshworks), & on-demand managed services (partner led implementation, utilization performance & training for several of our partner solutions).If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

WEBINAR LINK:https://shawnmoore.clickfunnels.com/optiniyvvg89sWant to learn more about Vodyssey or start your STR journey. Book a call here:https://meetings.hubspot.com/vodysseystrategysession/booknow?utm_source=vodysseycom&uuid=80fb7859-b8f4-40d1-a31d-15a5caa687b7FOLLOW US:https://www.facebook.com/share/g/16XJMvMbVo/https://www.instagram.com/vodysseyshawnmoorehttps://www.facebook.com/vodysseyshawnmoore/https://www.linkedin.com/company/str-financial-freedomhttps://www.tiktok.com/@vodysseyshawnmooreCONTACT US:support@vodyssey.comSOURCES:1) https://techcrunch.com/2026/02/13/airbnb-plans-to-bake-in-ai-features-for-search-discovery-and-support/2) https://mashable.com/article/airbnb-testing-ai-powered-search-feature3) https://nationaltoday.com/us/ma/boston/news/2026/02/14/airbnb-plans-to-integrate-ai-across-search-discovery-and-support/Chapters:00:00:00 Intro00:02:54 The Impact of AI on Property Management00:05:48 Curating Unique Experiences for Guests00:09:01 The Role of Property Managers in an AI World00:11:50 Strategies for Property Managers00:15:11 Pricing Strategies and AI Integration00:18:06 The Future of Customer Experience with AI00:21:08 Hypothetical Scenarios: Self-Management and Personal Touch

Blending AI Efficiency with Human Insight  Shep interviews Vinod Muthukrishnan, Vice President & General Manager of Webex Customer Experience at Cisco. He talks about how AI is moving from a technology tool to a collaborative coworker that helps businesses personalize service, automate routine tasks, and close the customer experience gap.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can AI create a human-centered customer experience?  How is artificial intelligence transforming customer service interactions?  What are the most effective ways to use analytics to improve customer support and reduce unnecessary contact center calls?  How can automation help resolve frequent customer complaints, such as long wait times or repetitive interactions?  Why should companies rethink traditional metrics, such as average handle time, when evaluating customer service performance?  Top Takeaways:    AI has evolved from being just a tool to becoming an actual coworker. It can handle routine tasks and take on responsibilities like note-taking during meetings, freeing up a lot of employees' time. This shift is radically transforming how we engage, connect, collaborate, and communicate with customers.  Brand interactions should aim to feel like engaging with a favorite human. The best experiences remember customers' history, never making them repeat themselves, and understanding their unique preferences. They also minimize wait times and meet customers on their channel of choice.  Customers are understanding when they know you genuinely care about their issues and are actively working to resolve them. But if they have to call three times for the same issue, it becomes another problem.   If you use AI to solve problems the right way, you bring customers to your side of the equation. Instead of asking the generic ‘How can I help you?' when they've already called multiple times, AI can help you acknowledge their frustration by providing customer history and knowledge base in real time, and guide you on the next best step to fixing the issue.  Using AI and analytics to predict, prevent, and preempt issues by proactively giving customers the information they need before they even ask creates a seamless experience where people rarely need to call for help.   Call containment and call deflection with AI do not mean companies stop talking to customers. It means letting AI handle routine tasks like password resets or payment verifications, so that when customers reach a human agent, the conversation can focus on more important tasks, like resolving complex issues or exploring new products.  Plus, Shep and Vinod discuss why brands that go “all-in” on AI for customer support often end up reversing their decisions. Tune in!  Quote:   "We have to start looking at AI not as a tool or a product, but as a teammate."    About:    Vinod Muthukrishnan is the VP & GM of Webex Customer Experience at Cisco. He is an expert in AI and innovative technology to transform how brands engage with customers, ensuring experiences are more human and personalized.  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 a textIn this episode of Navigating the Customer Experience, Gal Borenstein, Founder and CEO of The Borenstein Group, joins us for a powerful conversation on trust, branding, and customer experience in the digital and AI era. With nearly 30 years of experience advising growth-oriented organizations in complex and regulated industries, Gal shares how leaders can protect credibility and build sustainable brands when trust is on the line.Gal's journey is a true immigration success story. Born and raised in Israel, he served as a military journalist before moving to the United States at 21 to pursue his education. After completing his undergraduate degree at Temple University in just two and a half years and earning a master's degree from George Mason University, he quickly recognized a major gap in the marketplace: highly technical companies struggled to communicate their value clearly.Armed with a $2,000 loan and a vision, he launched The Borenstein Group in the Washington, DC area, focusing on helping B2B technology firms connect complex solutions to clear messaging. Over the past three decades, he has worked closely with CEOs and executive teams navigating cybersecurity, AI, advanced analytics, and government contracting—industries where trust, precision, and differentiation are critical.In this episode, Gal discusses his latest book, Don't Believe the Hype: When Trust Is On The Line in the Age of Digital and AI, and explores what's driving the breakdown of trust between brands and customers today.From his perspective, the erosion of trust accelerated with digital transformation and automation. As companies adopted CRM systems, AI tools, and scripted customer service processes, they unintentionally removed the human element that once anchored relationships. What used to be human-to-human trust has often become process-driven interaction—efficient, but emotionally disconnected. AI can execute tasks faster, but it cannot replace empathy, judgment, or values.Gal emphasizes that customer experience failures are rarely external problems alone. They usually reflect internal disconnects. Leadership may believe they are communicating clearly, while employees feel unheard or misaligned. Without internal trust, external trust collapses. He challenges organizations to develop a measurable “trust index” that identifies strengths, weaknesses, and perception gaps across departments.We also explore one of today's biggest CX threats: fake reviews and AI-generated misinformation. In the past, companies largely controlled their narrative. Today, anonymous posts on review platforms and social media can shape perception overnight. Gal explains that reacting defensively is not enough. Brands must actively monitor conversations, engage in social listening, and integrate feedback into internal systems. Trust must become an ecosystem—shared by executives, middle management, and frontline employees alike.When asked about tools he relies on, Gal highlights LinkedIn as an essential knowledge hub, connecting professionals across industries and geographies. He also leverages AI platforms like OpenAI, while cautioning leaders to “trust but verify” due to AI hallucinations and inaccuracies.What excites him most right now is helping companies operationalize trust—turning it from an abstract value into a measurable, monetizable strategy that aligns culture, communication, and customer experience.His guiding mindset, inspired by Seinfeld, is both humorous and profound: “It's not a lie if you believe it.” For Gal, this reflects the power of vision. When leaders truly believe in their narrative—and back it with integrity and proof points—they inspire teams, partners, and customers alike.This episode challenges CX leaders and business professionals to see trust as a cr