Podcasts about Customer experience

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave, Esmee, and Rob continue their conversation with Alistair Speirs, GM of Global Infrastructure for Microsoft's Azure Business Group, exploring how to build and scale the AI and Cloud datacenters of the future worldwide—while also addressing sovereignty requirements.  TLDR00:40 – Introduction to Alistair Speirs04:42 – Keynote highlights and Expo floor insights06:50 – Deep dive conversation with Alistair36:36 – Favorite IT-themed movie, using your brain as compute storage, and why people still matter GuestAlistair Speirs: https://www.linkedin.com/in/alistair/ HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave, Esmee, and Rob wrap up their Ignite 2025 series with Yina Arenas, CVP of Microsoft Foundry, to discuss why Foundry is the go-to choice for enterprises and how it champions responsible development and innovation.  TLDR00:40 – Introduction to Yina Arenas01:14 – How the team is doing, keynote highlights, and insights from the Expo floor02:50 – Deep dive with Yina on the evolution of Cloud Foundry29:24 – Favourite IT-themed movie, human interaction, and our society31:56 – Personal (and slightly juicy) reflections on the week37:30 – Team reflections on Ignite 2025, including an executive summary per guest and appreciation for Dennis Hansen50:54 – The team's favorite IT-themed movies59:30 – Personal favorite restaurantGuestYina Arenas: https://www.linkedin.com/in/yinaa/ HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podc

Understanding the Modern Customer Experience: A Guide for Aspiring Professionals 1.0 Introduction: The Great Customer Experience Divide In today's competitive market, the customer experience isn't just a part of the brand; it is the brand. Every interaction, from a first glance at a social media post to a final click on a purchase button, serves as a referendum on a company's value and trustworthiness. Get it right, and you build loyalty. Get it wrong, and customers will walk away without a second thought. 1.1 The Loyalty Illusion A significant conflict is brewing between how businesses perceive customer loyalty and how customers actually feel. This "loyalty illusion" creates a dangerous blind spot for executives who believe they are succeeding while their customer base is quietly eroding. Executive Belief Consumer Reality ~90% of executives believe customer loyalty has grown in recent years. Only 40% of consumers feel they have become more loyal to brands. This perception gap isn't just a difference of opinion; it's a direct threat to revenue. "About nine out of 10 [executives] say customer loyalty has grown in recent years, but only four in 10 consumers say the same." The business risks of this blind spot are clear: 52% of consumers have stopped buying from a brand due to a bad product or service experience, and 29% have abandoned a brand due to poor customer experience. To close this gap, companies must first understand the entire modern customer journey, which starts long before a customer ever visits a website or store. 2.0 The Customer Journey: From First Glance to Final Click 2.1 Redefining the Starting Line Customer loyalty no longer begins at a company's digital or physical front door. It's now seeded much earlier in what can be called the "experience supply chain"—the connected sequence of interactions that moves a person from curious to committed. This journey often starts in the realm of indirect influence. Key "indirect influence" touchpoints include: A friend's recommendation A discussion thread on Reddit A product review on an independent site While price remains the single most significant factor for 69% of consumers when making a purchase decision, mastering these early stages of discovery and influence is critical for building the long-term commitment that defines true loyalty. 2.2 What Brands Can Do To win customers in this new landscape, brands must adopt a more holistic and proactive approach to the customer journey. Analyze the Journey: Use data analytics and AI to forensically examine every step of the customer life cycle. This allows you to identify and fix points of friction before they drive potential customers away. Embrace New "Front Doors": Treat online comment threads, product comparison sites, and even AI-generated search results as strategic entry points to your brand. These platforms are where modern discovery happens. Ensure Consistency: Align every touchpoint—from social media chatter to post-purchase support—with a cohesive brand narrative. This consistency builds the trust necessary for a customer to move from awareness to action. Understanding the full customer journey is the first step. The next is understanding what customers truly expect from a brand during that journey. 3.0 Beyond the Basics: What Customers Truly Value 3.1 Table Stakes vs. True Delight In the modern marketplace, fundamentals like fair pricing and product quality are no longer differentiators. They are simply "table stakes"—the minimum cost of entry to compete. The real opportunity for brands lies in their ability to layer personalized, meaningful value on top of these basics to create moments of true delight. Factor Considered a Minimum Expectation (%) Considered a Bonus (%) Good value for price 77% 19% Product/service quality 76% 20% Transparent business practices 58% 35% Personalized experiences 17% 62% However, many companies are struggling to keep up. A staggering 70% of executives feel that customer expectations are evolving faster than their company can adapt. This widening gap creates a significant risk of eroding customer trust and losing business to more agile competitors. 3.2 The Generational Lens Customer expectations are not one-size-fits-all; they vary significantly across generations. A strategy that delights one demographic may alienate another. Brands must segment their approach to meet these diverse needs. Boomers: This group is generally less likely to be influenced by a brand's social media presence or its sustainability efforts. Millennials and Gen Z: In contrast, these younger consumers pay close attention to a brand's values, online activities, and social impact. Successfully meeting these varied and rapidly evolving expectations increasingly involves technology, particularly Artificial Intelligence. 4.0 The AI Paradox: A Tool for Help and Hindrance 4.1 High Ambition, High Anxiety Artificial Intelligence represents the new frontier in customer engagement, but its rapid adoption has created a central paradox. While companies are rushing to implement AI-driven solutions, many customers remain wary. A majority of consumers (58%) report being "only somewhat or not at all comfortable" using AI tools to engage with brands. This suggests that AI implementation is often driven more by a company's internal ambition for efficiency than by genuine customer demand, creating a gap between what brands offer and what customers actually want. 4.2 Finding the Right Balance Consumer acceptance of AI is highly nuanced and depends heavily on the specific task. More Likely to Use AI for: Simple, transactional tasks like tracking an order or delivery status (49%). Less Likely to Use AI for: Sensitive interactions like making a payment (29%). Crucially, despite the rise of automation, 86% of consumers still say that human interaction is moderately or very important to their brand experience. The key insight for aspiring professionals is that successful brands don't choose between AI and human support; they integrate them. They use AI for efficiency where it adds value but provide clear, fast paths to human support when empathy, nuance, and judgment are required. This balance between technology and humanity extends to the data that fuels these systems, bringing the issue of privacy to the forefront. 5.0 The Data Dilemma: Balancing Personalization and Privacy 5.1 The Trust Trigger Personalization presents another paradox for modern brands: customers want it, right up until the moment they don't. The desire for a smooth, tailored experience often conflicts with concerns over data privacy, creating a delicate balancing act for companies. "More than half of consumers (53%) think that it's worth it to share personal information if it makes their experience interacting with a brand smoother. But mishandle that data and 93% say that a brand will lose their trust." This dynamic means that every personalization strategy carries a built-in "trust trigger." Respecting data boundaries is no longer just about legal compliance; it has become a powerful competitive advantage. 5.2 What Brands Can Do To navigate this dilemma, brands should adopt a set of core principles that build trust while delivering value. Focus on low-intrusion data: Prioritize using information like stated preferences and past purchases to tailor experiences. This provides value without crossing sensitive privacy lines. Be transparent: Clearly communicate what data is being collected and why. When customers see an immediate and tangible benefit in return, they are more likely to trust the exchange. Empower the customer: Give customers a sense of control over their data. When personalization feels like a choice, it becomes a driver of loyalty, not a red flag. By internalizing these lessons, companies can reshape their approach to building lasting customer relationships. 6.0 Actionable Principles for a Modern Customer Experience To succeed in today's landscape, aspiring professionals should focus on a set of core principles that connect the entire customer journey, from discovery to long-term loyalty. Treat discovery like a make-or-break moment. A customer's journey starts long before they visit your website. Design every early touchpoint as a seamless, story-driven experience. Rebuild loyalty based on behavior, not fantasy. Reassess loyalty programs based on real customer actions and measurable business goals, not assumptions. Segment smarter and personalize with purpose. Move beyond generic demographics to target customers by generation, behavior, and emotional triggers to deliver true relevance. Pair AI with empathy and know when to hand off. Use AI to streamline simple tasks, but ensure a quick and easy path to human support when nuance and empathy matter most. Win the moments that matter or lose customers. Identify the high-stakes moments in the customer journey where loyalty can be instantly won or lost, and design solutions to win them decisively. Turn privacy into a competitive advantage. Build trust by being transparent, providing clear value, and giving customers control over their personal data. Measure what actually moves the needle. Go beyond traditional metrics to track the behavioral, emotional, and financial impact of your customer experience initiatives. These seven principles are the foundational building blocks for anyone seeking to create the exceptional and effective customer experiences that define modern brands.   Source:  https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html  

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip.  Dave, Esmee and Rob, continue their discussion with John Link, Partner Product Manager at Microsoft, exploring Frontier organizations and how AI and quantum are reshaping R&D, all within the context of Microsoft Discovery. TLDR00:58 – Introduction to John Link (and some fun food spellings)03:55 – Keynote highlights and Expo floor insights06:42 – Deep dive conversation with John25:00 – Favorite IT-themed movie, thoughts on brain implants, and the simulation theory GuestJohn Link: https://www.linkedin.com/in/johnmlink/ HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave and Esmee continue their conversation with Rob Lefferts, CVP Threat Protection about the key security announcements and explore how we leverage agents to protect, defend, and respond at AI speed.  TLDR00:50 – Introduction to Rob Lefferts01:40 – Keynote highlights and insights from the Expo floor03:19 – In-depth conversation with Rob on why security is critical in the era of AI22:53 – Favorite IT-themed movie linked to the Asimov's principles and the Louvre password  GuestRob Lefferts: https://www.linkedin.com/in/rob-lefferts/ HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

The Peak/End rule has more layers and nuance than I thought, and I'm on a learning journey to explore it further. Join me.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

SummaryIn this conversation, Dr. Chris L. Brown and Brad Giles discuss the essential roles and responsibilities of a CEO, the importance of accountability, and the cultural aspects that influence the customer experience. They discuss the genesis of Giles' book 'Made to Thrive', the significance of aligning values with actions, and the necessity of effective succession planning. The conversation also touches on the importance of onboarding new employees and previews Giles' upcoming book 'Bigger Isn't Better', emphasizing that better is more valuable than simply bigger in business.TakeawaysEvery leader's challenge is how to make their effort count.People often don't understand the role of a CEO.The results of a great CEO go beyond immediate profits.Accountability is crucial for performance measurement.Cultural alignment is crucial to delivering a seamless customer experience.The CEO acts as an ambassador for the organization.Values must be authentic and reflect the company's identity.Measuring qualitative values in practice can be challenging.Better is better; growth should not be the only goal.Compounding is essential for sustainable business success.Chapters00:00 Introduction to Leadership and the Role of a CEO02:33 The Genesis of 'Made to Thrive' and CEO Accountability05:20 Understanding the Five Roles of a CEO07:38 The Importance of Accountability in Customer-Centric Organizations10:25 Cultural Impact on Customer Experience12:51 The Role of the CEO as an Ambassador15:36 Values in Organizations: Authenticity vs. Aspirational18:15 The Disconnect Between Values and Behaviors20:53 Succession Planning: Preparing for the Future23:29 Quick Wins for Leadership Teams26:05 The Upcoming Book: 'Bigger Isn't Better'

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​ @RitualsCosmeticsGlobal  has opened its newest flagship at 297 Oxford Street, London. And it's unlike anything the brand has built before.In this exclusive tour and interview, Alex Rezvan sits down with:• Annemarie Forsyth — Managing Director UK & Ireland• Richard Lems — Executive Director Format & DesignTogether, they reveal the design philosophy, customer-experience thinking, community strategy and the technology mindset that shaped this extraordinary store.You'll hear the story behind removing an entire floor to create a soaring atrium, how the Water Island anchors the brand experience, why the Mind Oasis is already fully booked for days, and how Rituals views the next five years of retail through wellbeing, community, and immersive physical spaces.If you're in London, Rituals Oxford Street opens today.

This week on The Home Builder Digital Marketing Podcast, Jeremiah Gore of Crossroads Coaching joins Greg and Kevin to discuss how home builders can earn lasting trust by mastering post-sale customer communication and support. https://www.buildermarketingpodcast.com/episodes/295-mastering-the-post-sale-customer-experience-jeremiah-gore

Hello San Francisco - we're arrived for Microsoft Ignite 2025!The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave, Esmee and Rob kick off with Rob Cromwell, CVP of Engineering and explore the exciting evolution of Copilot and share insights on what's coming next. TLDR 00:50 – Back in San Francisco 02:45 – Highlights from the first keynote 11:08 – Intro and chat with Rob Cromwell 30:40 – Tackling tech and authentication challenges 32:28 – Favorite IT-related film and a glimpse into the near future GuestRob Cromwell: https://www.linkedin.com/in/robcromwell/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/'Cloud Realities' is an original podcast from Capgemini

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave, Esmee, and Rob continue their conversation with Jonathan Hunt, CVP of Business Solutions at Microsoft, diving into the differences between AI-driven business solutions and traditional business applications, and exploring how customers can learn where—and how—to get started with AI.  TLDR00:35 – Introduction and conversation with Jonathan Hunt, plus updates from the event floor22:15 – Favorite IT-themed movie starring Arnold SchwarzeneggerGuestJonathan Hunt: https://www.linkedin.com/in/jonathan-hunt1/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Getting people through the door is hard, but getting them to keep coming back? That's where most bar owners drop the ball. Discounts might feel like the move, but they're quietly killing your margins and not building real loyalty. This episode breaks down a smarter, cheaper way to lock in regulars by actually making them feel seen, no gimmicks, no stamp cards. We're talking real talk on recognition, retention, and how to use your POS data to turn first-timers into lifers.If you want your bar to feel like their bar, this is the one to listen to.What You'll Learn:

Send us a textThe BMW M x VR46 Customer Experience in ItalyIn this exciting episode of Car Guys, Adam shares his recent trip to Italy, where he experienced the thrill of motorsports firsthand. From the iconic streets of Maranello to dinner with racing legends, this journey is packed with unforgettable moments that every car enthusiast will appreciate.1. The Adventure Begins: From Atlanta to ItalyAdam's trip started with a flight from Atlanta to Amsterdam and then to Bologna. He was filled with excitement, eager to explore the legendary Motor Valley, home to Ferrari and Lamborghini. However, as many travelers know, plans often change. Upon arrival, Adam found himself overwhelmed and ended up taking a long nap instead of embarking on a whirlwind tour of car factories.2. The Allure of MaranelloThe next day, Adam made his way to Maranello, the birthplace of Ferrari. Without a rental car, he relied on taxis to reach his destination. The Ferrari museum was his first stop, where he marveled at impressive models, including a one-of-a-kind SC40. He also discovered a treasure trove of Ferrari merchandise, making it a true paradise for car lovers.3. A Unique Experience at the Enzo Ferrari TheaterWhile exploring Maranello, Adam stumbled upon the Enzo Ferrari Theater, which was hosting an F1 viewing party for the Mexico race. Free admission meant he couldn't resist joining the local Ferrari fans. Wearing a Ferrari shirt and an Aston Martin jacket, he mingled with fellow enthusiasts, highlighting how cars bring people together regardless of their backgrounds.4. The Valentino Rossi BMW ExperienceThe trip wasn't just about sightseeing; it was also about celebrating Adam's purchase of the exclusive BMW VR 46 Valentino Rossi car. As a longtime fan of Rossi, this experience was a dream come true. The car, one of only 46 worldwide, comes with an exclusive opportunity to meet Rossi and drive on the Imola track. Adam's excitement was palpable as he recounted the story of how he decided to buy the car, despite initially having reservations.5. Culinary Delights and Local CultureAdam's culinary adventures in Maranello were just as thrilling as the racing. He dined at a local restaurant called Drake's, where he claimed to have had the best food of his life. The bustling streets filled with passionate Ferrari fans made the atmosphere electric, and Adam's interactions with locals added a personal touch to his adventure.Key TakeawaysAdam's trip to Italy was more than just a vacation; it was a journey into the heart of automotive culture. From the iconic Ferrari museum to the thrill of watching an F1 race with fellow enthusiasts, each moment was a testament to the deep connection between cars and community. For car lovers, the experience of visiting Maranello and witnessing the legacy of racing legends is truly unmatched.Tags: Car Enthusiasts, Motorsports, Ferrari, Lamborghini, Valentino Rossi, Travel, Automotive Culture, F1 Racing, Italian Cuisine, Maranello, BMW VR 46, Car CollectorsSupport the show

¿Qué busca el talento joven hoy? ¿Qué necesitas saber si estás buscando un cambio profesional? El nuevo episodio de Mujeres Seguras de RedEWI analiza en este episodio uno de los grandes desafíos del sector: cómo atraer, desarrollar y fidelizar talento joven en un entorno en transformación. Hablamos de propósito, visión 360º, flexibilidad, oportunidades reales y del papel de las nuevas generaciones en la evolución del seguro. Además, si estás buscando una nueva oportunidad profesional, encontrarás en este episodio todo lo que debes tener en cuenta cuando te lanzas a buscar trabajo. En este episodio nos acompañan: • Alicia Folei, Senior Associate en Kennedys • Cristina García Temprado, General Counsel Mediterranean Region en Europe Assistance • Lucas Izquierdo, Head of Insurance, Banking & Financial Industry en Michael Page & Page Personnel • Mara Ruíz, coach y fundadora de Zeta Once Presentado por: Cristina González Nájar, Directora de Asistencia Jurídica Telefónica en ARAG Pablo Cabrera, Director de Customer Experience en ARAG Team INESE RedEWI: Susana Pérez Patricia Ojeda

Mona Roberts ist Head of Marketing Germany & Austria bei Primark.Mit Olli & Ilka Groenewold (in Vertretung für Martin) spricht Mona darüber, wie ein internationaler Retail-Riese digitale Transformation interpretiert, ohne einen klassischen Webshop zu betreiben.Mona Roberts gilt als eine der versiertesten Markenstrateginnen im deutschen Handel. Bevor sie die Verantwortung für die Neupositionierung von Primark im deutschsprachigen Raum übernahm, prägte sie über zwei Jahrzehnte die Agenturlandschaft in Führungspositionen bei Ogilvy, DDB und Grey. Sie ist eine kreative Ökonomin und Brückenbauerin, die versteht, dass Datenrealismus und Markenästhetik keine Gegensätze sind. In ihrer aktuellen Rolle orchestriert sie den Spagat zwischen Preisführerschaft, Nachhaltigkeitsambitionen und der Rückgewinnung von Markenrelevanz in einem der kritischsten Märkte Europas.Key Takeaways:Digitalisierung ist mehr als E-Commerce: Sie ist das unverzichtbare Betriebssystem, um Nachhaltigkeitsziele in der Supply Chain messbar zu machen und Prozesse zu optimieren, selbst wenn der Vertrieb rein stationär bleibt.Social-Media-Logik auf der Fläche: Um die Gen Z zu erreichen, muss der physische Store als inspirierender Content-Hub funktionieren, der digitale Hypes in haptische Erlebnisse übersetzt.Mut zur Unvollkommenheit: Glaubwürdige Transformation und Kommunikation erfordern das Eingeständnis, noch auf dem Weg zu sein, statt auf die theoretisch perfekte Lösung zu warten.Themen unter anderem:(00:10:40) Digitaler Zeitgeist des Fashion-Handels(00:16:55) Nachhaltig wandeln(00:21:18) Shopping analog-digitalLinkedIn:Mona RobertsIlka GroenewoldOlli BuschKeywords: Fast Fashion, Stationärer Handel, Gen Z, Customer Experience, Supply Chain Transparenz, Retourenmanagement, Diversity & Inclusion, Greenwashing, Social Media Marketing, Retail Strategy, Omnichannel, Nachhaltigkeitskommunikation. Hosted on Acast. See acast.com/privacy for more information.

" We're evolving the [escape room] experience towards something that's more theatrical, with puzzling, gaming, and immersive art all together." Magnifico is currently (as of November 2025) the top escape room in the world, as voted on by experienced escape room enthusiasts. For 2.5 hours, we were transported to another world where magic is real and anything is possible. This game was a culmination of Escaparium's signature style: epically sized and meticulously built sets with large-scale puzzles that involve the whole team, and meaningful stories told through both gameplay and theatrical moments featuring live actors. Jonathan Driscoll and Sacha St. Denis are the owners and driving force behind Escaparium, in Laval, Canada (just outside of Montreal). Since their previous appearance on REPOD, they've cemented their spot as one of the top companies in world. Last year, in 2024, they captured the #1 and #3 spots on the TERPECA rankings, with their games Magnifico and Forgotten Cathedral, respectively. Wardrobe for Sale ranked at #14, and Lost Island of the Voodoo Queen ranked at #37 in the world. It's clearly not a fluke. Escaparium is consistently creating world-class games, year after year, and when they're not busy opening new games, they're renovating and remodeling old experiences. Rain Corp. has been given a make-over into Ctrl Alt Reboot. They are also overhauling their lobby once again, creating an immersive bar experience featuring a crashed space ship. Jonathan and Sacha joined us to talk about their new games, what's driving them, and where they're getting inspiration. My biggest takeaway from this conversation was that they are very involved in the escape room community and industry. They are constantly traveling and playing games. They attend every convention. For them, it's always about the details. If even one small detail inspires their next idea, Jonathan says it's gold. That's the mindset they instill in their whole team as well.   Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and COGS. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   Support Us On Patreon Today Love escape rooms as much as we do? At Room Escape Artist, we've been analyzing, reviewing, and exploring the world of immersive games since 2014. We help players find the best experiences, and push the industry forward with well-researched, rational, and reasonably humorous escape room and immersive gaming content and events. By becoming a Patreon supporter, you're not just backing a blog — you're fueling a mission to make the escape room and immersive gaming community stronger, more thoughtful, and more connected. Access exclusive Patreon content such as: The Bonus Aftershow The Spoilers Club Early access to escape room Tour tickets and REA articles. Your Patreon support goes toward our mission: paying our contributors, funding our infrastructure, and supporting deep research and industry advocacy.   PG's Playhouse If you love wordplay, puzzles, and trivia, this is the podcast for you! PG's Playhouse recreates a fun game night, all in a short, 30-minute format. Of course, what's game night without making new friends? We bring on different guests for the different episodes. Each episode features a puzzle packed with wordplay and trivia, a short chat with the guest, and a segment exploring an interesting topic. I hope you'll take a listen and play along with us at PG's Playhouse.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   Production Credits Hosted by David Spira & Peih-Gee Law Produced by Theresa Piazza Supported by Lisa Spira Edited by Steve Ewing Music by Ryan Elder Logo by Janine Pracht  

How are AI-powered Interactions Transforming Daily Customer Experiences  Shep interviews Tifenn Dano Kwan, Chief Marketing Officer at Amplitude. Tifenn talks about how AI and digital analytics are redefining customer experience through hyper-personalization and authentic interactions.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What inflection points in technology have most impacted customer experience in the digital era?  What is hyper-personalization?  How has artificial intelligence transformed digital customer experiences?  What future trends in AI could most impact customer service and experience?  Should companies be transparent with customers about using AI-powered services?  Top Takeaways:    Artificial Intelligence has become one of the biggest game-changers for customer experience. It helps companies remove friction, enabling customers to get help faster and solve problems more easily.  Embracing new tech in CX is about finding ways to make life easier for your customers. Moments like the rise of the web, and the growth of AI mark big turning points that companies must adapt to. Being open to change lets businesses create better experiences for customers and stay ahead of the competition.  Customers want to be treated as individuals, not just a number. Personalization, especially when powered by AI, helps match customers with products, recommendations, or solutions that really fit them.   AI can deliver hyper-personalized experiences that keep people engaged and coming back. But, businesses need to remember that personalization that feels authentic and respectful is what really wins customers over.  Customers prefer when companies are transparent, especially about processes that impact their experiences. Modern customers can easily spot fake or insincere messages. Being authentic means communicating honestly and being open about how technology, like AI, is being used to serve them.   Your AI is only as good as your data. If the information going into the system is wrong or messy, the results might mislead both the company and the customer! Good data leads to smart decisions and better customer outcomes.  Whenever there's a major technological change, there's always concern about job losses. While AI can take over some tasks that used to require humans, it also creates new work opportunities. New jobs and skills will be in demand, especially in areas that support or expand what AI can do.   The future of work is about adapting, learning, and growing alongside technology, not competing against it.  Plus, Shep and Tifenn discuss use cases and opportunities for AI to improve the customer experience. Tune in!  Quotes:   "The goal of AI is to remove fiction and deliver delightful, seamless, and outcome-driven experiences for their customers."  "Hyper-personalization is personalization at scale. The more in touch we are with our customers, the more likely we are to drive conversions."  "AI is only as good as your data. If you have the wrong data, then you will have the wrong output. It is going to mislead you. More importantly, it will mislead your customers."  "Embrace what's next. We are going to see significant evolution in the world of AI. Don't be afraid to experiment and test."    About:    Tifenn Dano Kwan is the Chief Marketing Officer at Amplitude. Before working at Amplitude, she was CMO at Collibra, Dropbox, SAP Ariba, and SAP Fieldglass.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us a textIn this episode of Navigating the Customer Experience, we sit down with Ty Givens, the dynamic Founder and CEO of CX Collective, a consultancy known for building customer experience programs that scale while still feeling human. With a career that began at just 18 years old, Ty walks us through her remarkable journey from her first customer service desk at Office Depot to leading global teams and eventually launching her own company nine years ago.Ty shares how an early promotion into workforce management shaped her analytical mindset and laid the foundation for her future leadership roles. After years of being called in to “fix” support operations, she recognized that real transformation requires more than one person—it requires systems, collaboration, and a dedicated team. That realization became the catalyst for starting CX Collective.One of her greatest rewards today is witnessing the tangible results of her team's work—whether it's improving a help center's searchability or strengthening an AI knowledge base. Ty describes herself as results-driven and energized by project-based outcomes that create long-term value for clients.Ty also opens up about the emotional challenges of leading support teams. Early leadership training at Intuit, combined with her MBA in Organizational Leadership, helped her develop a grounded approach centered on emotional intelligence, inquiry, and humility. Recognizing her strengths as an operator rather than a novice-leader coach, she began developing CX playbooks—practical guides that help leaders navigate common challenges, from time management to launching AI programs. These playbooks have become both her most essential tool and a source of self-reflection.Ty talks about the importance of community, staying curious about industry trends, and the advantage of having worked inside many different organizations. She also shares the fiction authors who shaped her love for storytelling—Eric Jerome Dickey and Carl Weber—and why their writing continues to resonate.We also explore what Ty is most excited about these days: celebrating her niece's freshman year at Tuskegee University and being stretched professionally as she leans into marketing her playbooks to a broader audience—an entirely new frontier after years of organic, word-of-mouth growth.Ty closes the conversation with two powerful affirmations from her grandparents that guide her through adversity: “You can do anything you put your mind to,” and “Lace up your bootstraps.” These messages remind her to stay grounded, confident, and ready to face whatever comes.Connect with us on X @navigatingcx and join our private Facebook community, Navigating the Customer Experience.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #272, we welcomed Matt Rubright, Chief Customer Officer at Jam.dev based in Seattle, WA. Jam powers the complete software development lifecycle, with AI that eliminates 84% of bug reproduction tasks, so your engineers can ship clean code faster.Jam AI adds the relevant logs and steps to make every bug report actionable. With integrations with best-in-class issue trackers & other product management tools, Jam fits right into EPD workflows.In this episode, Matt and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #272 Highlight Reel:**1. Salesforce utilization management in today's world 2. Why you might be over-building your CRM3. Implementing tech changes within an organization 4. Building playbooks to guide your team & create consistency 5. Leveraging 360 feedback to build high-performing teamsClick here to learn more about Matt RubrightClick here to learn more about Jam.devHuge thanks to Matt for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

As the holiday shopping season gets into full swing, this year thoughts are turning to agents and the changing role of AI in commerce. Sheryl Kingstone returns to discuss the impacts and offer insights into strategies for putting agents to work and working in a world of agents with host Eric Hanselman. AI is spanning generations in technology adoption and engagement in ways that previous technologies have struggled. Search and digital engagement had strong splits between different generations. The natural language capabilities of chat interfaces are stepping across technology hesitancy. But it is creating challenges for businesses in reaching their customers. Search engine optimization is well understood, but how can a business ensure it's found by AI entities? Making more information available, but being more selective about which interactions get what data is a critical balance to achieve. Bot management has become a lot more complicated. Building trust in autonomous experiences is the next big hurdle that AI technologies have to accomplish. Gen Z users are more comfortable with automated actions, but trust is still key. Building connections with brand advocates is just as important as it's always been and now has to be delivered through AI. Internal chat can be a good start and it needs to be extended to become a more complete assistant-style interaction. It requires a significant improvement from legacy chatbots and the business it creates can make it worthwhile.   More S&P Global Content: 451 IT Insider: A roundup for IT decision-makers Next in Tech | Ep. 205: Agentic AI Impacts National Retail Federation looks to revitalize the modern commerce experience   For S&P Global subscribers: Benchmarking digital maturity: Are businesses ready for agentic AI? – Highlights from Vot… Pace of AI agent advancement could spur M&A in the sales automation market Big Picture Report: 2026 AI Outlook – Unleashing agentic potential   Credits: Host/Author: Eric Hanselman  Guest: Sheryl Kingstone Producer/Editor: Feranmi Adeoshun Published With Assistance From: Sophie Carr, Kyra Smith  

On this episode of After Earnings, Ann sits down with Beth Gaspich, the Chief Financial Officer of NiCE - a decades-old enterprise software company looking to transform itself into an AI-driven customer experience platform.They discuss how NiCE aims to redefine contact centers through automation and conversational AI, NiCE's nearly $1 billion acquisition of Cognigy, and the company's approach to fraud detection and deepfake prevention. 00:00 — Beth Gaspich joins 02:00 — The history of NiCE 05:00 — AI and automation in contact centers 06:00 — Deepfake detection and data privacy 10:00 — Market perception vs. fundamentals 11:30 — Inside NiCE's nearly $1 B Cognigy acquisition 13:00 — Balancing profitability and growth 15:20 — Acquisition and capital allocation strategy 18:00 — How NiCE evaluates AI tuck-ins 19:00 — Beth's career and leadership path 22:00 — How a CFO keeps up with AI 23:40 — The next generation of finance talent$NICE Learn more about your ad choices. Visit megaphone.fm/adchoices

What if the next 90–180 days could lock in measurable customer loyalty? In this episode, we break down a practical, no-fluff playbook for building a retention strategy that customers actually value—whether you're serving consumers or complex B2B accounts.We focus on intentional success and segmentation, identifying high-value customers and the signals that predict renewal, frequency, and advocacy. Then we narrow in on the KPIs that matter most and design loyalty mechanics that make sense: points, tiers, access, bonuses, and earned surprise moments. You'll learn why swag rarely drives loyalty, how to reduce early friction with smart onboarding, and where re-engagement triggers fit when momentum slows.We compare B2C and B2B loyalty without clichés. For B2C, convenience, delight, and timely nudges win. For B2B, loyalty must support the whole account through shared benefits like premium support, admin training, success reviews, and milestone-based usage credits. Throughout, we lean on behavioral analytics, automation that enhances relevance, and a communication cadence that drives action without fatigue.To keep programs fresh, we champion co-creation and experiential innovation—inviting customers into pilots, iterating on perks, and retiring low-impact rewards fast. Ask the Disruption Day question: what will customers need tomorrow, and how can you start building it today? This mindset turns loyalty from a cost center into a growth engine. If this resonates, subscribe, share with a teammate, and leave a quick review.Resources Mentioned:Learn more about CXI Membership™ and apply -- http://CXIMembership.comOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

This episode is brought to you by Commerce.DoorDash has come a long way from delivering takeout. Today, it's a platform for everything local — powering delivery, fulfillment and retail innovation across dozens of categories.In this episode of Retail Remix, host Nicole Silberstein sits down with Fuad Hannon, DoorDash's VP of New Verticals, to unpack how the company is executing its vision to level the local commerce playing field. From the launch of DashMart Fulfillment Services to partnerships with brands like Kroger and Party City, DoorDash is helping retailers of all stripes and sizes compete on speed, convenience and customer experience.Key Takeaways:How DoorDash's mission to empower local economies has evolved beyond restaurants;How the company's investments in autonomous delivery are setting the stage for the next generation of 24/7 commerce;What the recent acquisitions of SevenRooms and Symbiosis reveal about DoorDash's growing reach in technology and services; The growth of DoorDash's $1 billion+ advertising business and how the company balances merchant ROI with consumer experience; PLUS The most unusual product Faud has seen DoorDash deliver.Related LinksExplore how DoorDash is expanding into retail, fulfillment, and autonomous deliveryRelated reading: DoorDash Launches Fulfillment Services; Party City, CVS Among First to TrialRelated reading: DoorDash Launches Driverless Delivery with Waymo in Phoenix Metro AreaGet more insights on retail innovation at Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

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

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

E commerce Rockstars: Datos que conectan: El arte de la personalización que fideliza con SAPEn este episodio de eCommerce Rockstars, conversamos con Priscila Gutiérrez, Solution Advisor en SAP México. Priscila es una experta que ha liderado estrategias de Customer Experience por más de 15 años, con una capacidad única para combinar el análisis de datos con insights del comportamiento humano en Latinoamérica y México.Analizamos la importancia crítica de la personalización en el retail digital mexicano. La mayoría de los compradores digitales considera que la experiencia del usuario es el atributo más importante en una página de compra, y la personalización es un generador de valor fundamental en experiencias omnicanal. Esto se vuelve crucial al aproximarse la temporada alta, donde millones de internautas mexicanos tomarán decisiones de compra online.Discutimos el reto táctico de manejar el "comprador de regalos" en campañas masivas. También abordamos la tensión entre la personalización efectiva y el respeto a la privacidad, un activo valioso que construye la confianza en la compra online.Abordamos el debate crucial sobre dos escuelas de pensamiento: la Hiperpersonalización Algorítmica (confiar en que la tecnología lo predice todo) versus el Diseño Participativo (dar al cliente más control para configurar su experiencia).Priscila revela el primer error que detecta cuando una empresa intenta personalizar su experiencia, y comparte estrategias sobre cómo preparar un sistema de personalización para manejar grandes volúmenes de órdenes generadas en campañas masivas. Además, detalla el movimiento de personalización post-venta clave para convertir la satisfacción del comprador en verdadera lealtad, especialmente cuando los clientes eligen guardar sus datos personales para facilitar futuras compras.El takeaway estratégico principal es que la personalización efectiva no se trata solo de tecnología o de predecir lo que el cliente comprará, sino de facilitar el camino para que descubra lo que realmente necesita. Esto requiere datos de calidad, tecnología inteligente y empatía genuina, elementos que construyen la confianza e impulsan el crecimiento del valor del mercado retail en México.

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

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

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

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

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

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

Puneet Mehta on LinkedInNetomiIntegrating AI into your current workflows the right way.Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

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

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

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

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

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

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

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

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

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

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

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

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

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

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