Podcasts about Customer experience

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

Episode NotesIn this powerful episode of The Trades Podcast, hosts Jeff Mudd and Danny Torres sit down with Cliff Brooks, Co-Owner of Pest In Class®, a company redefining professional development in the pest control industry.Cliff shares how Pest In Class is bridging the gap between education and real-world application—empowering technicians, company owners, and service leaders to reach new levels of excellence. From modernizing training programs to embracing digital learning platforms, Cliff explains how raising standards can attract better talent, improve retention, and boost long-term customer trust.Listeners will walk away with inspiration and tangible insights about leadership, training culture, and how continuous education drives both individual growth and industry advancement.Whether you're in pest management, facility maintenance, or any skilled trade, this conversation will remind you that when you invest in people, you elevate the profession. 

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

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

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and Dave Murray discuss the critical importance of customer experience consulting across various industries. They explore how systems and structures can enhance customer interactions, the significance of internal communication, and the need for organizations to recognize their role in the customer experience. The conversation highlights successful client transformations, the impact of silos, and the essential link between employee and customer experiences. They also provide actionable insights for leaders looking to improve their organizations and ensure lasting change after consulting engagements. Takeaways: Customer experience consulting is essential for all industries. World-class service requires structured systems, not just slogans. Internal communication gaps often erode customer experience. Every employee has a role in the customer experience. Transformations can turn customer service initiatives into cultural norms. Silos within organizations can negatively impact customer engagement. Identifying internal issues is crucial for improving customer experience. Leaders must support their teams to enhance customer service. Small changes can lead to significant improvements in customer interactions. Measuring ROI is vital for understanding the impact of customer experience initiatives. Chapters: 00:00 Transforming Customer Experience Across Industries 01:05 The Importance of Systems in Customer Experience 05:56 Identifying Internal Barriers to Customer Experience 09:04 Tailoring Consulting for Diverse Industries 11:17 Client Transformations: Success Stories 15:56 Bridging the Gap Between Operations and Customer Experience 18:07 Signs Your Organization Needs Consulting Engagement 22:35 The Importance of Internal Culture 26:03 Empowering Middle Managers 27:30 Ownership of Customer Experience 29:48 The Role of Niceties in Communication 31:53 Supporting Employee Success 33:03 Ensuring Lasting Change After Consulting 36:09 Measuring ROI in Customer Experience 42:23 Scaling Without Losing Your Service Soul Links: Dave's Podcast with AlpinHaus: https://thedijuliusgroup.com/csr-221/ Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Books: https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com 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.

Technology can scale almost everything—except human experience. In a world driven by efficiency, what does it mean to design for how people truly feel? It's about transforming user interactions into ongoing insight and innovation, rooted in empathy and understanding.  This week, Dave, Esmee and Rob talk to Kevin Magee, Chief Technology Officer at All human about helping organizations transform customer experiences with a focus on design, engineering, and what is called "digital performance."  TLDR:00:41 Introduction of Kevin Magee with Guinness or sparkling water?03:23 Rob wonders, is Apple really opening up its ecosystem?11:40 Deep dive with Kevin into design, engineering, and digital performance36:30 How tools built for one purpose can transform entire systems48:35 Weekend city breaks and pursuing a master's in psychology  GuestKevin Magee: https://www.linkedin.com/in/kevinmagee/ 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

Find Todd on LinkedInBuy Todd's book - The 10-Second Customer JourneyLinks to my two episodes with CX Pro of the year Gloria Gupta:The CX Leader Of The Year Is HereYou Will Have To Take Responsibility For Problems That Aren't Yours To SolveConnect 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.

Mit 1,7 Milliarden Euro Umsatz im ersten Halbjahr 2025 und Millionen ausgelieferten Mahlzeiten pro Woche in 18 Ländern hat sich HelloFresh in den letzten 14 Jahren zum weltweit führenden Anbieter von Kochboxen entwickelt. Doch heute steht nicht mehr das schnelle Wachstum im Fokus, sondern nachhaltige Kundenbindung. Geschäftsführerin DACH, Juliane Kappel, spricht über Personalisierung durch Daten und KI, über 15.000 gesammelte Rezepte und wie HelloFresh die Vorlieben seiner Kund:innen immer besser versteht. Außerdem erklärt sie, wie Marketing, Vertrieb und die Ready-to-Eat-Marke Factor zusammenwirken, um den wachsenden Wunsch nach Convenience zu bedienen. Das Gespräch im Überblick: (1:45) HelloFresh vom Berliner Startup zum globalen Kochbox-Anbieter (7:30) Menüplanung & Technologie: Wie Daten und KI Mahlzeiten optimieren (13:26) Kundenerlebnis & Personalisierung: Jede Lieferung als individuelles Erlebnis (23:40) Marketing- und Vertriebsstrategien von HelloFresh (36:30) Ready-to-Eat & Convenience-Produkte: Wie sich HelloFresh und Factor ergänzen (40:37) Zukunfts- und Expansionspläne von HelloFresh Podcast-Host – Karo Junker de Neui: https://www.linkedin.com/in/karojunker https://etribes.de/ Newsletter: https://www.kassenzone.de/newsletter/ Community: https://kassenzone.de/discord Disclaimer: https://www.kassenzone.de/disclaimer/ Youtube: https://www.youtube.com/c/KassenzoneDe/ Blog: https://www.kassenzone.de/ Kassenzone” wird vermarktet von Podstars by OMR. Du möchtest in “Kassenzone” werben? Dann https://podstars.de/kontakt/?utm_source=podcast&utm_campaign=shownotes_kassenzone

In this episode of Builders Wanted, we're joined by Anne Marie O'Keefe, Chief Operating Officer of Inc. and Fast Company. Anne Marie discusses her approach to fostering creativity and operational excellence in a rapidly changing media landscape.  The conversation covers the balancing act between legacy and innovation, simplifying systems for better efficiency, and the critical role of listening to customers.-------------------Key Takeaways:Media brands should focus on constantly evolving products, touchpoints, and strategies rather than chasing industry trends or competitors.Reducing complexity in workflows and technology enables organizations to adapt faster and deliver more value.Effective leadership requires adapting management styles to different teams, celebrating small wins, and empowering people to do their best work.-------------------“ Simplification is transformative. I think a lot of times we read these amazing stories in Fast Company about innovators and we think, Oh, they took this really complicated problem and they solved it. And that leads us to believe that we need a lot of complexity in what we do. Stripping that complexity away really lets the team be creative and innovative where it matters most, where they can build something that has impact for the audience.” – Anne Marie O'Keefe-------------------Episode Timestamps:‍*(01:59) - What Anne Marie builds at Inc. and Fast Company ‍*(07:28) - Simplifying operations and driving innovation‍*(21:42) - Balancing editorial integrity and business growth‍*(34:21) - Quick hits-------------------Links:Connect with Anne Marie on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorBuilders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what's next? Learn more at twilio.com. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Bonnie Tinder is the founder and CEO of Raven Intelligence, an independent B2B peer review site that amplifies the voice of the customer. She focuses on software customers, consulting partners, and software vendors and helps identify the best partners for their needs. In this episode, she shares powerful insights from leading organizations on how AI is being used not to replace employees, but to enhance experiences, streamline operations, and drive better business outcomes through purpose-driven, human-centered deployment strategies.Episode 56 | Human-Centered AI StrategiesThe Big Themes:Augments, Not Replaces Humans: AI should enhance the human experience, not eliminate it. Real-world examples, such as Marriott's use of AI to improve the check-in process, demonstrate that AI can remove operational friction and allow frontline staff to focus on hospitality and customer engagement. In the energy sector, utilities are embedding AI into safety systems to make work more accurate and proactive. These examples show that the most successful AI deployments begin by identifying pain points in human workflows.Cultural Readiness Is Crucial for AI Success: AI adoption is not just a technical project; it is a cultural transformation. Multiple examples made it clear that even the most advanced tools can fail without the right introduction. One university CHRO compared AI implementation to sneaking vegetables into meals. By avoiding technical jargon and focusing on small improvements, they saw stronger adoption. People often resist what they do not understand, especially when it feels like a threat. Leaders who frame AI as a tool for reducing stress, reclaiming time, and increasing impact are more likely to succeed.AI Should Start with Outcomes: Real AI value begins with the business goal, not the technology itself. Companies that succeed with AI are the ones that begin by identifying the result they want to achieve. Whether it's streamlining hotel check-ins, reducing safety risks in energy infrastructure, or accelerating clinical breakthroughs, effective strategies start with specific problems. These companies ask their teams where the friction lies, and then choose tools to fix those issues. This is a shift from a technology-first mindset to an outcome-first mindset.The Big Quote: “I hope you know business people will all start to get to the point of like, yes, the nature of work is going to change. But AI is not going to spell doom and gloom for every worker on Earth. It's going to give many, many, many of them an opportunity to do better things." Visit Cloud Wars for more.

We've got a frightfully good episode for you today on Skip The Queue. We're taking a trip to the dark side… where screams echo, shadows stir and the scare actors never seem to take a night off.We're joined by the team behind Avon Valley's FEAR Scream Park, a family-run adventure park with more than 35 years of experience, and now home to one of the UK's most terrifying Halloween events.Winners of Best Event Entertainment at the 2024 Thrill Nation Halloween Awards, Avon Valley has mastered the art of blending immersive theatre, multi-sensory scares and spine-tingling attractions that keep thrill seekers coming back for more.From scare zones to scream-worthy shows, and even a ‘scaredy-cat lanyard' for those who'd rather keep the monsters at arm's length, there's something for everyone who dares to step inside.Let's unmask what's new this year at FEAR… We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.Download your FREE copy here: https://pages.crowdconvert.co.uk/skip-the-queue-playbookSkip the Queue is brought to you by Crowd Convert. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.Show references:  FEAR Avon Valley Scream Parkhttps://www.fearscreampark.co.uk/Avon Valley Adventure Parkhttps://avonvalley.co.uk/Doug Douglas on LinkedInhttps://www.linkedin.com/in/douglas-douglas-87826038/National Farm Attractions Network (NFAN)https://www.farmattractions.net/Halloween and Scare Attraction Association (HSAA)https://www.hsaa.uk/Avon Valley Adventure Park is a family business with 35 years of experienceWinner of Best Event Entertainment at the 2024 Thrill Nation Halloween Awards, Avon Valley's FEAR Scream Park offers a unique and thrilling experience for Halloween and adrenaline lovers across the UK and beyond. Re-opening on Friday 10th October, FEAR Scream Park will welcome visitors for 11 nights of scares. Boasting two zones, five multi-sensory and immersive scare attractions, it will also play host to fire and laser shows, street entertainment and a ‘bolt on' scare experience known as The Exorcism. Visitors will be challenged to hold their nerve as they navigate the attractions and enjoy a night that is as thrilling as it is terrifying.FEAR welcomes all who dare to experience its horrors but for those who prefer a less intense night the park offers a 'scaredy-cat lanyard,' which lets actors know to keep their distance allowing all guests to have a bloody good night. FEARless at Avon Valley Scream ParkFor those on half term, younger scare-lovers can experience the award-winning FEAR Scream Park with FEARless, a frightfully fun experience that invites under 16 year olds to navigate a tamed-down version of four attraction mazes with no major scares (but still plenty of spooks) along the way. With street performers, food stalls and fairground rides, the event is running for select daytime slots from Saturday 26th - Thursday 31st October.  The 2025 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsTake the Rubber Cheese Visitor Attraction Website Survey Report

BONUS - The Retail Razor: Data Blades Season 2 TrailerData Blades Returns: AI, CX, and Retail Media for Executive Leaders Welcome to a special cross-release of the Season 2 trailer for The Retail Razor: Data Blades—the podcast that slices through complex retail research to deliver sharp, actionable insights and retail strategies for executive leaders in the AI era.  In Season 1, we cut through the clutter with data-backed insights to identify strategies for:Inflation's uneven impact across age groups—where seniors felt the pinch more than younger shoppers.Shifting shopping habits—like 74% of consumers using lists to control spending.The power of values in loyalty—with 77% of consumers saying brand values matter more than discounts.Self-checkout and employee experience—where well-informed store teams drove a 27% increase in average spend. Now in Season 2, we're going deeper. Hosts Ricardo Belmar, RETHINK Retail Top Retail Expert & NRF 2025 Retail Voice, and Casey Golden, RETHINK Retail Top Retail Expert, preview what's ahead:Exclusive insights from TruRating and top retail analysts to hone your data-driven retail strategies.A focus on three pillars: Customer Experience, Retail Media, and Employee Experience.How AI is reshaping retail strategy—from predictive personalization to AI-powered workforce tools.Revisiting themes of trust, transparency, and loyalty with fresh data and new perspectives. If you're a VP, CMO, COO, or CEO in retail looking to make smarter, data-driven decisions for AI-first retail strategies, this is your podcast. Subscribe now in your favorite podcast player and stay ahead of the curve with insights that drive conversion, loyalty, and operational excellence.New episodes drop starting tomorrow!

"  Think of it as a wild Midwestern version of the MIT mystery hunt  for a slightly different crowd where people drink quite a bit more." For three whole days, over 10,000 trivia challengers descend on the tiny town of Stevens Point, Wisconsin, for The World's Largest Trivia Contest. The contest runs on the local college radio station at the University of Wisconsin- Stevens Point for 54 hours straight, asking eight questions per hour. Teams have only the length of two radio songs to call in their answer. Yup, that's right. You call into the radio, old school style. It's a madcap frenzy of teams frantically searching through bins of catalogued items spanning from cereal boxes to DVD covers, or racking their brains to remember an obscure cartoon reference. For 43 years Jim “Oz” Oliva was ringmaster of this trivia circus. He wrote most of the questions and organized the contest. Jim revels in finding the most obscure bits of trivia to throw at his players. In response, teams have amassed entire rooms filled with snack packaging, atlases, and the booklets from CDs, among other items. With the advent of the internet, Jim had to change how he formatted the questions to stay ahead of searchable keywords. You can hear the glee in Jim's voice when he talks about all the techniques he devised to outmaneuver trivia players. He even had to hold onto all of the garbage from the question writing room otherwise players have been known to go through the trash, attempting to gain an edge over the competition. Jim is blunt, funny, and mischievous. I really enjoyed hearing all his stories from his many years of running this crazy trivia contest and learning about the wild culture surrounding it. In our Bonus Aftershow, REA contributers Heather Burns and Theresa Piazza join us to share their perspective on the trivia contest. Heather has been involved in the trivia contest for over 20 years, and Theresa joined Heather for the first time last year. It was wild to hear all about how they prepare for three crazy days of trivia with a revolving door of team members marshalling to rifle through bins of material and sleeping in shifts. I hope you enjoy this episode about The World's Largest Trivia Contest.     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  

Send us a textUPS posted a surprise beat and a bold turnaround. Jenny Rae and Namaan break down where the 34,000+ cuts land, why Amazon volume fell 21 percent, and how route consolidation, asset light moves, and small business focus could reshape holiday shipping. We also cover tariffs and the de minimis change, plus why supply chain consulting is set to boom.Chapters02:58 Understanding UPS's Business Model and Challenges05:57 UPS's Turnaround Strategy and Job Cuts09:01 Financial Performance and Market Positioning11:56 AI's Role in UPS's Restructuring15:29 Customer Experience and Market Dynamics19:56 Exploring Growth Opportunities for UPS24:43 Revenue Growth Strategies Beyond Amazon30:06 Asset-Light Business Model and Consulting Potential34:11 Navigating Compliance and International Revenue ChallengesListen to the Market Outsiders podcast, the new daily show with the Management Consulted teamConnect 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.

AI assistants are currently misrepresenting news content 45% of the time, according to a study by the European Broadcasting Union. This research, which evaluated 3,000 responses from popular AI chatbots, including ChatGPT and Google Gemini, revealed that 31% of responses had serious sourcing issues, while 30% contained inaccuracies. Notably, Google's Gemini performed the worst, with 76% of its outputs flawed. This raises significant concerns about the reliability of AI in disseminating information, particularly as these tools increasingly serve as intermediaries between users and content.In addition to issues of accuracy, a study from Stanford and Harvard found that AI chatbots tend to flatter users rather than challenge them, validating user behavior 50% more than human counterparts. This tendency to agree rather than provide constructive feedback can lead to a lack of critical engagement, further complicating the role of AI in decision-making processes. Furthermore, the Wikimedia Foundation reported an 8% decline in human traffic to Wikipedia, attributed to generative AI chatbots and search engines that provide direct answers without redirecting users to original sources. This trend highlights the growing challenge faced by platforms reliant on user engagement.The episode also discusses advancements in AI capabilities from major players like Microsoft, OpenAI, and Anthropic. Microsoft has introduced updates to its CoPilot AI assistant, including a group chat feature and a new Real Talk mode that encourages more dynamic interactions. OpenAI's ChatGPT can now search across multiple applications, while Anthropic's Claude has introduced a memory feature that retains past conversations. These developments indicate a shift towards more integrated and context-aware AI systems that can enhance collaboration and user experience.For Managed Service Providers (MSPs) and IT service leaders, the implications are clear. The effectiveness of AI now hinges on context, governance, and integration rather than just model size. As AI tools become more prevalent, the responsibility for ensuring their safe and effective use falls on providers. This presents an opportunity for MSPs to develop new service lines focused on AI hygiene and governance, helping clients navigate the complexities of AI while maximizing its potential benefits.Four things to know today 00:00 The Limits of AI: Research Shows Chatbots Mislead, Overagree, and Undermine the Information Ecosystem04:27 A 1997 PC Running AI? The Future of Intelligence Might Be Smaller, Cheaper, and Closer to Home08:08 AI's Getting Personal — Microsoft, OpenAI, and Anthropic Roll Out Smarter, More Human Chatbots13:26 From Feedback to Fixes: Microsoft's New Copilot Brings AI to Customer Experience and Operational Intelligence This is the Business of Tech.    Supported by:  https://mailprotector.com/mspradio/

In this episode of The Kula Ring, hosts Jeff White and Carman Pirie talk with Dan Gingiss, Chief Experience Maker at The Experience Maker, about why customer experience is the ultimate competitive differentiator. Dan breaks down his WISE framework and explains how manufacturers can apply these principles to create memorable, talk-worthy moments that drive word-of-mouth. From finding fun in everyday touchpoints to creating immersive sensory experiences, Dan reveals practical ways to humanize your brand and make every interaction remarkable.

Before Carl Stoffers was Entrepreneur Magazine's Senior Business Editor, he was logging twelve-hour shifts in a maximum security prison in the sweltering Arizona desert. But even surrounded by concrete walls and lockstep routines, Carl never let go of his love for words – reading under a flashlight in secret as a kid and nurturing an “impossible dream” to become a journalist.In this episode of the Smart Franchising Podcast, we explore(03:04) Chasing dreams and taking bold risks(06:09) Why home service franchises stay strong in recessions(10:38) Best starter franchises for hands-on owners(14:49) Keeping it simple with rising beverage trends(17:22) How tech enhances the customer experience(20:27) Why embracing change fuels franchise growth(23:05) The story behind a thrift franchise's success(25:17) The emotional origins of BrightStar Care(28:21) What Gen Z and millennials value in franchising(34:00) Why interviews demand real discretion(36:21) Exciting franchise updates and an inspiring story(38:24) Humans helping humans thriveOn Getting Into Franchising “When It Never Feels Like the Right Time”Carl: You find yourself working 12 hours a day in a maximum security prison out in the middle of the desert, it can cause you to do a little bit of thinking…you know that's not where you want to spend the rest of your professional life. I feel a definite bond with franchisees who left safe careers to dive into something totally new.On the Power of the “Unsexy” BrandCarl: There are all sorts of non-glamorous areas you can get into with franchising and really carve out a good name for yourself. The successful people I meet – whether it's pest control, roofing, or thrift stores – are changing the industry by showing what's possible for anyone with grit and the right support.On Why the Human Story Still WinsCarl: What I look for is, number one, a business relevance…and then, is the backstory compelling? Is it going to grab our readers? Franchising attracts unique personalities. The ones willing to solve problems, take risks, and overcome setbacks.

Today, we're talking with Curtis Stevens, who, until recently, was Tinder's Director of Product Consumer Insights, and prior to that held product leadership roles at Qualtrics, Amazon, and more. In this episode, Curtis shares: How AI can actually be a tool for human connection His process behind Tinder's transformation into customer-centricity, with real, measurable results How to balance short-term user joy with long-term product innovation and future features And how AI is driving customer experience changes faster than research can follow, and what you can do to keep up Links LinkedIn: https://www.linkedin.com/in/curtis-b-stevens/ Chapters 00:00: Intro 03:03: Curtis Stevens' product journey 7:40: Challenges and strategies in customer experience 14:54: Curtis' journey workshops 20:41: AI's role in customer research 27:41: Conclusion Follow LaunchPod on YouTube We have a new YouTube page (https://www.youtube.com/@LaunchPodPodcast)! Watch full episodes of our interviews with PM leaders and subscribe! What does LogRocket do? LogRocket's Galileo AI watches user sessions for you and surfaces the technical and usability issues holding back your web and mobile apps. Understand where your users are struggling by trying it for free at LogRocket.com (https://logrocket.com/signup/?pdr). Special Guest: Curtis Stevens.

Ready to transform your business by going just a little bit further for your customers? In this powerful series finale, host Marty Jalove and returning guest Joe Janicki wrap up their deep dive into the Customer Experience, giving you a complete recipe for creating raving fans. It's not about one grand gesture; it's about a thousand small moments where you choose to do just a little bit more.Discover the BACON Framework, a memorable and actionable system designed to help you build a remarkable business that people can't stop talking about.In this episode, you'll learn:How to set baselines and benchmarks by truly understanding your customer journey.The secret to automating with empathy, balancing convenience with human connection.Why closing the loop with seamless handoffs and clear communication is a non-negotiable.How to orchestrate a consistent omnichannel experience that builds deep trust.Simple, powerful ways to nurture loyalty and turn customers into advocates.This is the episode that ties it all together, giving you the tools to stop being transactional and start building relationships. Tune in for actionable business advice that will help you stand out from the crowd. Subscribe to "Bacon Bits with Master Happiness" and grab our 30/60/90-Day CX Action Checklist to start your journey today!www.MasterHappiness.comwww.WhatsYourBacon.comwww.BaconBitsRadio.com#CustomerExperience #CX #BusinessGrowth #SmallBusiness #Entrepreneurship #Leadership #MarketingStrategy #CustomerLoyalty #SalesTips #ProcessImprovement #ClientRetention #BACONFramework

In dieser Folge geht es um das Zusammenspiel unterschiedlicher Datenquellen und Analysemethoden, den sogenannten Mixed Mode Analytics. Wir zeigen, was es dazu braucht und, wie Congstar mit diesem Vorgehen bessere Entscheidungen im CX Management trifft.▿ Alle Links und mehr Informationen findest du auf der Website www.cx-talks.com und in den ►Shownotes auf Spotify (Abonnenten des Podcasts), Apple ("Website der Episode"), alternativ auf https://cx-talks.podigee.io

It's important for us here at Nordstrom to keep a laser focus on customer service and what it means for us. But we all live in the real world, and sometimes it's helpful to open the aperture and look outside of your own business to see what else is going on out there, because there are things to be learned! In this episode Pete shares his own personal experience as a customer at a place called Discount Tire. He was so pleased by the whole encounter that he asked Tom Williams, their Chief Experience Officer, to come on the show to discuss the culture that they've built that inspires loyalty in their brand for customers and employees alike. After that, stick around as we bring it back to Nordstrom and share an incredible story from a new customer of ours by the name of Rebecca Allen. You'll also hear from a couple of our amazing folks at the Keystone store in Indianapolis, Indiana, who helped Rebecca out of her desperate situation. Thanks for tuning in to episode 98. We hope you enjoy it! Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to nordypodcast@nordstrom.com to be a part of the conversation! And, be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.

What does it take to make sustainability more than a buzzword? Recorded live at Autodesk University 2025 in Nashville, this conversation with Allison Scott, Director of Customer Experience & Industry Engagement at Autodesk, dives into how sustainability becomes real when it's woven into the daily workflow. Allison shares how the AEC industry is entering a hockey-stick moment—where data, technology, and culture converge to turn good intentions into measurable impact. From integrating carbon with cost to building a culture of accountability, this episode explores how innovation, accessibility, and human leadership are reshaping the built world for people and planet alike. Highlights from the Conversation Why sustainability must be embedded into everyday workflows How connecting cost and carbon drives smarter business decisions The rise of digital culture and generational change in AEC Turning data into action: the role of tech in reducing emissions Why transformation happens top-down and bottom-up MEET OUR GUEST Allison Scott is Director of Customer Experience & Industry Engagement at Autodesk, leading sustainability initiatives that bridge technology and impact across the built environment. With over 20 years of experience spanning architecture, construction, and tech, Allison focuses on transforming sustainability from a concept into a core business advantage—helping firms design, build, and operate with purpose and performance in mind. TODD TAKES Sustainability Must Be Woven Into the Workflow Allison underscored that sustainability can't be a side effort or a separate team in the corner—it has to become part of the everyday workflow. Just like BIM or digital field tools, the biggest gains happen when sustainable practices are integrated into decisions early and often. Practicality Turns Buzzwords Into Value Sustainability often feels overwhelming or abstract, but Allison reframed it as a practical, competitive advantage. By tying carbon data directly to cost, companies can ground big goals in everyday project choices—whether it's reducing waste, reusing materials, or tracking embodied carbon. That shift moves sustainability from “good intentions” to measurable business impact. Transformation Happens Top-Down and Bottom-Up The industry is in a hockey-stick moment where both leadership mandates and grassroots champions are driving change. From superintendents using mobile tools to enterprise-level firms making sustainability part of their strategy, the cultural shift is accelerating. The future of innovation comes from aligning both forces to make sustainable, tech-enabled practices the norm.   More Resources  Thanks for listening! Please be sure to leave a rating and/or review and follow up our social accounts. Bridging the Gap Website Bridging the Gap LinkedIn Bridging the Gap Instagram Bridging the Gap YouTube Todd's LinkedIn   Thank you to our sponsors! Graitec North America Graitec North America LinkedIn   Other Relevant Links: Allison's LinkedIn Autodesk's Website

In this episode, we dive into how to turn order tracking from a common customer service headache into a powerful engine for repeat sales and revenue growth. Andrey, founder of parcelous.com, shares the major mistakes online sellers make after an order is placed and how a branded tracking page can solve customer frustration while simultaneously generating up to 10% more revenue. He reveals strategies for seamless integration, overcoming international shipping complexities, and using smart email notifications to drive upselling.Topics discussed in this episode:  Why neglecting post-purchase attention loses golden revenue opportunities. What messy international tracking does to ruin the customer experience. How a tracking page's upselling block generates additional revenue. What smart email notifications do to boost revenue via Klaviyo integration. How Parcelous finds every possible carrier for multi-country shipments. Why optimization can lead to up to 8-10% in additional revenue. How dropshippers can hide Chinese origin and carrier statuses. What custom statuses do to keep customers calm during shipping delays. Links & Resources Website: https://www.parcelous.com/Shopify App Store: https://apps.shopify.com/parcelousGet access to more free resources by visiting the show notes at https://tinyurl.com/544yfzy4______________________________________________________ LOVE THE SHOW? HERE ARE THE NEXT STEPS! Follow the podcast to get every bonus episode. Tap follow now and don't miss out! Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/ Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak Partner with us: https://ecommercecoffeebreak.com/partner-with-us/

This episode is brought to you by Commerce.For four decades, Ellis Verdi, Founder and President of DeVito/Verdi, has helped shape some of the most talked-about — and often controversial — campaigns in retail advertising. From launching Daffy's with bold, conceptual creative to working with Macy's, Kohl's, Men's Wearhouse and Meijer, Verdi has built a career on one philosophy: tell the truth, even if it ruffles feathers.Retail Remix host Nicole Silberstein sits down with Ellis to discuss what's changed (and what hasn't) about connecting with consumers, the ongoing tension between brand and performance marketing, and why controversy isn't always a bad thing — if it comes from an honest idea.Ellis shares the stories behind some of his favorite campaigns, including the infamous “straightjacket” Duffy's ad that sparked protests, and how ads for Macy's I.N.C. brand and Meijer's private label spinach redefined how retailers communicate value. He also weighs in on recent campaigns — like Levi's x Beyoncé and of course, Sydney Sweeney x American Eagle — that signal a welcome return to upper-funnel brand storytelling.Key Takeaways:Why conceptual advertising still matters in today's performance-driven landscape;How controversy can serve a campaign — when it's rooted in truth; andThe importance of balancing top-of-funnel branding with down-funnel ROI.Related LinksExplore DeVito/Verdi Advertising's creative work and legacyWatch the Macy's I.N.C. ad featuring Heidi KlumWatch the Meijer spinach adRelated reading: The Top 10 Best-Performing Retail Ads from the First Half of 2025Catch up on all episodes of Retail RemixGet more insights from retail industry leaders on Retail TouchPoints -----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.

In this episode, our special guest, Mitch Dodd, President of Kintec Footwear + Orthotics, discusses how to build a retail business that successfully blends human insight with technological precision. Mitch shares his journey from the shop floor to the C-suite and how Kintec's commitment to expertise, innovation, and customer care drives growth across its 20 locations. This episode further explores leadership grounded in empathy, the challenges of omnichannel retail, and how empowering people remains the key to delivering exceptional customer experiences.Check out more insightful conversations with industry experts at: Customer Centric Retailing Podcast Page LinkedIn

Some hospitality experiences are so bad, they could star in their own horror movie. In this Halloween special, we pull back the cobwebs on the five scariest mistakes that haunt businesses everywhere - from ghosted guests and zombie employees to haunted processes and cursed consistency. Discover how to bring your hospitality back from the dead by re-engaging your team, simplifying your service, and designing customer journeys that delight instead of frighten. Whether you lead a restaurant, event venue, university department, call center, small business, or front-line service team, these lessons will help you keep your experiences alive - and your guests coming back for more. Key Takeaways: How to spot (and fix) “ghosted guest” moments in your business The real cost of zombie-level employee engagement Why friction is the true monster haunting your processes How to create consistency that builds trust Ways to redesign the customer journey from hell into something better Don't let your service become a horror story - tune in and learn how to keep your hospitality far from haunted.   Subscribe, drop 5 stars, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

How can marketing leaders shift from tactical execution to strategic business alignment?This special Hard Corps Marketing Show takeover episode features an episode from the Connect To Market podcast, hosted by Casey Cheshire. In this conversation, Casey sits down with Alan Gonsenhauser, founder and CEO of Demand Revenue, LLC and experienced CMO advisor, to explore the transformation of marketing leadership. Alan emphasizes the critical need for marketing efforts to align tightly with overall business strategy, moving beyond mere tactics to drive measurable business outcomes.He shares actionable insights on creating remarkable customer experiences, prioritizing retention and upsell, and leveraging AI as a tool to enhance but not replace innovative thinking. Alan also explains the importance of speaking the language of the C-suite and focusing on net revenue retention to elevate marketing's role in the organization.In this episode, we cover:The shift from tactical marketing to strategic business alignmentUsing AI to enhance marketing without losing innovative thinkingThe importance of customer retention and net revenue retentionCommunicating effectively with the C-suite to drive impact

ABOUT CHRISTIAN DAVIES:Christian's LinkedIn profile: linkedin.com/in/christian-davies-fcsd-3728a513Websites: https://www.bergmeyer.comemail: cdavies@bergmeyer.comInstagram: https://www.instagram.com/christianthdavies/ Christian Davies Bio: Davies brings 30+ years' experience as a creative leader, working with brands across the globe, from disruptive startups to the very top Fortune 500 contenders in retail, experiential, beauty, fashion, hospitality, technology, luxury, and more. His veteran status includes over 100 national and international design awards (15 of which earned top honors for Store of the Year Awards), including a five-time winner of design:retail's Retail Design Influencer as well as a coveted Retail Design Luminary award.  As a Chief Strategy Officer for Bergmeyer, strategic innovation and design leadership define Davies role, stemming from a robust background in creative direction and design thinking. His approach harnesses the power of diverse, interdisciplinary teams, developed through hands-on experience in various roles across a wide variety of companies throughout his career. As Chief Strategy Officer, steering the business strategy and our passion for innovation encapsulates my daily mission.Prior to Bergmeyer, Davies served as Managing Director of the Creative Marketing Group at Verizon, Creative Vice President of Global Design and Innovation for Starbucks, Executive Creative Director of the Americas at Fitch, and Vice President/Managing Creative Director at FRCH Design Worldwide.Also See: https://www.bergmeyer.com/people/christian-davies SHOW INTRODUCTION:Welcome to Episode 81! of the NXTLVL Experience Design podcast…What started at a pivotal moment during the COVID pandemic in early 2020 has continued for seven seasons and now 81 episodes. This season we continue to follow our catch phrase of having “Dynamic Dialogues About DATA: Design, Architecture, Technology and the Arts. In the coming weeks we have some terrific conversations that are both fun and inspiring. They are going to include thought provoking futurists, AI technology mavens, retailers, international hotel design executives as well as designers and architects of brand experience places.We talk with authors and people focused on wellness and sustainable design practices as well as neuroscientists who will continue to help us look at the built environment and the connections between our mind-body and the built world around us.We'll also have guests who are creative marketing masters from international brands and people who have started and grown some of the companies that are striking a new path for us follow.The NXTLVL Experience Design podcast is grateful for the support of VMSD magazine.VMSD brings us, in the brand experience world, the International Retail Design Conference. The IRDC is one of the best retail design conferences that there is bringing together the world of retailers, brands and experience place makers every year for two days of engaging conversations and pushing us to keep on talking about what makes retailing relevant. You will find the archive of the NXTLVL Experience Design podcast on VMSD.com.Thanks also goes to Shop Association the only global retail trade association dedicated to elevating the in-store experience.SHOP Association represents companies and affiliates from 25 countries and brings value to their members through research, networking, education, events and awards. Check then out on SHOPAssociation.org Today, EPISODE 81… I talk with Christian Davies. We actually recorded this discussion months ago and Christian wondered if publishing it now was still relevant.I assured him it was, since Christian tends to unearth issues that are future forward - things to be mindful about should we want to address the issues we all face as individuals or societies or as architects and designers making places and things as we serve as our clients creative sherpa guides bringing ideas into the built world. Now… Christian has been sitting atop the heap of 80 conversations as the most listened to episode since we recorded our first talk a couple years ago. So, I thought, well why not do Christian Davies 2.0?Christian does not disappoint - never has – over a couple of decades, Christian has consistently drawn audiences and colleagues into conversation, sometimes challenging, and always brilliant and things that drive design thinking. His matter-of-fact English attitude to the world of design is sometimes a ‘no holds barred' reality check that makes you think twice about the truths you have held dear. His drive towards excellence is irrepressible. That makes him, some may say, demanding because I think he expects that we all give a damn about what we are brining into the world. And why not? We all share space on this little blue dot and, we had better get it, and soon, that we are part of a vast ecosystem of interdependencies.We cover a lot of ground in this open-ended conversation – I'd not expect less from Christian - And here is a few thoughts on subject areas we touch on…1. Entropy:Entropy is a scientific measure of disorder, randomness.Astrophysicist and other cosmologists have postulated that our universe is continuing to expand to a maximum state of entropy from a moment in time, the beginning of the Universe that they have called The Big Bang.There's lots of great content that you can certainly dig up on what happens when the universe finally expands to maximum entropy and all particles are spread out evenly within the unimaginably large space of the universe. It's suggested that of course this maximun expansion will take something like 10 to the 36 or 37 power years in other words trillions and trillions of years. A very very long time….But for now, the way I try to think of it is things will expand and eventually slow down as they all spread out to be evenly distributed throughout the universe… seems reasonable…It's kind of like imagining the initial moments after a massive explosion. Things spread out pretty quickly from the epicenter of the explosion and as they're flung far and wide, particles eventually slow and if you think of it in terms of entropy they all reach maximum randomness.I kind of think that right now, today, considering that the scientists think that the universe has only been around for 14 1/2 billion years or so, that we're kind of right at that very beginning stage of the explosion and things are moving faster and faster away from the epicenter of The Big Bang. This is interesting if you think that the universe will continue to be expanding for a few trillion years so right now yeah, we're kind of sort of in the one second after the explosion time frame. Anyway I am not an astrophysicist and some of these enormous ideas still leave me scratching my head…If we look at today, and everything around us, it certainly seems that things are speeding up and becoming more distributed, more random.I know I've talked about the whole idea of the pace of change in a number of episodes but I find this really interesting because, as I discussed with Christian, it's really hard to design into a future state when you consider that the sands beneath your feet are always shifting.How do we know which step is the right one? How do you know when we step on solid ground or drop forever into a bottomless void…I think the challenge here for designers is that, at least for a time, we need to have a sense of stability and order. The challenge is, I think, is that we're moving to an increasing rate of change where stability and order might be elusive to say the least.2. Moments of human connection make experiences great:I think as we speed along and never ending sea of change perhaps one of the things that we can hang on to, a stake in the ground if you will, will continue to be our ability to maintain our relationships.Change has a funny way of, well… changing people. And, one of our jobs will be to keep up with changing expectations of brands and their customers. One thing is sure, as we scream along this ever changing path, relationships will remain as one of the fundamental qualities of great experiences. Both brand experience architecture and the means with which we engage with brands will change to meet evolving expecations but, my expectation, (or maybe it's just my hope) is that humans still stay at the center of it all - Since at least for this short little time that humans have been in existence, we have relied on the empathic connection between individuals to help create meaning and connection to the world around us as well as the things well as the things we simply buy.And I, like Christian, believe that in the end, when you look at successful projects in our long design careers, the good ones, I mean the really good ones, we're not just because we received a great brief with an inspired client who had a vision of changing up the world,but that the teams we were connected to both on the consultant and client sides were also great. There was something that clicked. There was a gel in communication, respect and collaboration that drove these projects forward.Some may have heard me say before projects will come and go but the relationships are really what make the work great. I'd rather lose a project than trash the relationships…3. Three things that facilitate success stories in the world of retail place-making:So, if you're going to look at success stories over a career full of projects, when you look back at what really made them great was, of course that they were successful from a financial point of view, that they drove increase customers and deeper brand relationships and better revenues all those things are important indicators of success but that there are things that are required to make all of that happen. One would be that there's a big idea someone at the helm of a brand or business that has a thought about doing something different breaking out of a traditional way of bringing goods or services to market, of serving a customer in a different way and technology is often being a facilitator of that.There was coffee long before Starbucks. There was getting from A to B lby horse, camel, richshaw, long before Uber. There were places to stay along the Silk Road before Airbnb. And if you had a shaman in your village you could likely find out where you ame from and where your future was going to be long before there were anything like 23&Me or ancestry.com. In some ways the goods or services have not really changed. How we get them in the hands of customers has changed and that has often been facilitated with new technologies.4. AI – as a new tool for ideation and the ‘why' behind design:One of those technological advances of course that everybody is talking about these days is artificial intelligence.AI it's both causing a lot of excitement about what it sees has to offer in the short term, becoming a new tool in the architect and designers toolbox for ideation as well as causing a lot of concern about what happens to humankind when we finally get to general AI or super artificial intelligence.I am both excited and increasingly aware of influences that it will have on the job market, delivery of goods and services and other parts of the ecosystem like education and manufacturing etcetera etcetera.But if we just for a moment set some of the anxieties aside and simply look at as a tool for imagination and engagement with clients fostering the collaborative process of ideation, it has extraordinary potential to change the game of how we designers and architects work with our clients and create ideas about bringing their goods and services to market.There's a lot of opportunity and uncertainty about what happens when you turbocharge the creative process with AI tools.In the end though, at least for now, the question remains - is that there is a human at the helm of prompt curation?The output is only as good as the input that I'm able to suggest as a prompt. If not… garbage in – garbage out.This of course is interesting because it puts the initial burden still on people to be able to articulate their vision in language and use AI tools to refine the visualizations and other content that emerges from using them.As we use these tools they make things faster but I also sometimes wonder about whether they simply make us lazy and remove our thinking from the process.So Christian does talk about the idea of the drawings or images being very compelling but also needing to ask, and answer, the question of ‘why this particular approach or output is relevant and connected to the brand or customer that we're trying to serve?In the end it's not about the ‘what' of things that make solutions to design challenges great but more and more about the ‘why' you're doing certain things.It's about the process by which you got to the solution rather than simply the solution itself.Don't get me wrong the solutions to the challenges are sometimes very satisfying but what I'm ultimately interested in is the thinking process that led you to along this pathway… it's the journey not just the destination that's important in the creative process….And I think it's ever more important to our clients in the design world that they're looking for people who are not just production oriented but who are also focused on guiding them through an uncertain future5. B-Corporations:And this in a way leads us to the part of our my discussion with Christian about how his company Bergmeyer has recently become a B-Corp.A B-Corporation is a for profit company, but it is certified by the non-profit  B Lab Global and the whole idea is that it seeks to meet high standards for social and environmental performance and accountability and even more so transparency in the ways that they are doing business in support of being good stewards of our environment.In the changing sands that we're all standing on, as entropy increases and uncertainty continues to unfold in front of us, there is certainty that our planet is also in peril as climate change continues to wreak havoc on environmental systems. These B-corporations are seen as a force for good who work to balance profit with a commitment to both people and our planet. What differentiates them from other traditional companies is that they prioritize the social and environmental impacts of their business while at the same time not discounting the fact that they still are in business - that they are accountable to stakeholders as well as shareholders.The stakeholders can be considered as all of us because as companies continue to pull resources out of the ground and push the byproducts of industrialization into landfills and oceans all of our lives are at stake.All right then that's a not so brief summary of some of the ideas that Christian and I riff on in our conversation…Let's dig into some of the details…ABOUT DAVID KEPRON:LinkedIn Profile: linkedin.com/in/david-kepron-9a1582bWebsites: https://www.davidkepron.com    (personal website)vmsd.com/taxonomy/term/8645  (Blog)Email: david.kepron@NXTLVLexperiencedesign.comTwitter: DavidKepronPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University.He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon. David also writes a popular blog called “Brain Food” which is published monthly on vmsd.com.  The NXTLVL Experience Design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production is by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

Chapters: 00:00 – Intro: Brand = Experience 02:00 – From Architect to Brand Builder 07:00 – Emotional Branding Explained (Apple, BMW examples) 15:00 – The Broken Healthcare System 20:00 – The Moment That Sparked Sarana Health 25:00 – Building a Personalized Health Company 30:00 – The Four Foundations: Sleep, Nutrition, Lifestyle, Wellness 40:00 – How “Srana” Got Its Name 45:00 – Music, Creativity & Vinyl Culture 52:00 – 5 Albums That Shaped His Life 58:00 – Final Thoughts & Contact Info EndoDNA: Where Genetic Science Meets Actionable Patient CareEndoDNA bridges the gap between complex genomics and patient wellness. Our patented DNA analysis platforms and AI technology provide genetic insights that support and enhance your clinical expertise.Click here to check out to take control over your Personal Health & Wellness Connect with EndoDNA on SOCIAL: IG | X | YOUTUBE | FBConnect with host, Len May, on IG Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of Real Talk with Anant Veeravalli, the discussion revolves around the evolving data landscape and the necessity for strategic partnerships to achieve holistic measurement. The team unpacks the importance of ethical data sourcing, privacy compliance, and the utilization of clean room environments like Snowflake and Databricks to bridge data gaps. Enabling secure and scalable data connectivity and facilitating real-time data sharing is key for brands to derive meaningful intelligence, including predictive modeling and AI-driven insights. This episode is essential listening for anyone focused on governance, security, and future-proofing data systems.Thanks for listening! Follow us on Twitter and Instagram or find us on Facebook.

In this insightful episode of The Voice of Retail podcast, host Michael LeBlanc welcomes Malin Andrée, EY Global, EMEIA and Nordics Retail Leader, and Jon Copestake, EY Global Consumer Senior Analyst, to unpack the latest findings from EY's Future Consumer Index—a global study tracking the shifting habits and expectations of 20,000 consumers across 27 countries.Now in its fifteenth edition, the Future Consumer Index offers a rare longitudinal lens on how consumer priorities have evolved—from pandemic-era resilience to today's tech-driven retail reality. Malin and Jon share how shoppers are balancing convenience, price, sustainability, and experience—and how these trade-offs are forcing retailers to rethink strategy from the store floor to the C-suite.The conversation dives deep into store transformation, as physical retail evolves from simple sales outlets into experience centers, media platforms, and fulfillment hubs. Malin explains how retailers must move beyond old performance metrics like revenue per square meter to measure stores' contribution to customer lifetime value and acquisition within a true omnichannel ecosystem.Jon highlights the fast-emerging world of retail media—and why harnessing loyalty data, in-store analytics, and smart signage can unlock new value streams. Yet he cautions that personalization must serve the shopper, not overwhelm them. The pair also tackle the ongoing tension between sustainability and affordability: consumers say they care, but behavior still lags. Retailers, they argue, have both the scale and responsibility to lead the charge toward circular models and more efficient supply chains.From AI-powered personalization to augmented reality overlays, Malin and Jon identify which technologies are overhyped and which are quietly transformational. They discuss why RFID may be due for a renaissance when paired with AI, how AR could soon enhance way-finding, pricing, and promotions, and why the metaverse hype has given way to practical, data-driven retail innovation. Link to the report: https://www.ey.com/en_gl/insights/retail/should-retailers-close-stores-or-make-them-work-harder The Voice of Retail podcast is presented by Hale, a performance marketing partner trusted by brands like ASICS, Saje, and Orangetheory to scale with focus and impact. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

Summary: Chief Revolution Officer John DiJulius speaks withRicky Arriola, the founder and CEO of Inktel Holdings Corp, one of the country's leading customer experience and business process outsourcing firms. Inktel provides outsourced customer experience solutions to Fortune 500companies, government agencies, educational institutions, and consumer brands.Its services include omnichannel contact center support, sales, order management, back-office processing, government BPO services, and fulfillment. The company has been repeatedly recognized as a Best Place to Work. Learn How Ricky became obsessed with building a world-class cx organization Why so many organizations trust Inktel with their customer experience How Inktel manages rapid growth without compromising its culture What the future of AI has in the contact center worldLinks   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here Links: Inktel:  www.inktel.com Ricky Arriola:  https://www.linkedin.com/in/rickyarriola/ 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/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

The skills we teach today will decide the world we live in tomorrow but the digital skills gap is something we've been dealing with for decades, but it's growing faster than ever, it starts with kids and stretches all the way into late IT careers, and now we're finally taking a more connected, lifelong approach to closing it. This week, Dave, Esmee, and Rob speak with Mike Nayler, Director, National Security, Defense & Public Safety at AWS about the digital skills gap and explore how tech companies can help close it. TLDR:00:45 Introduction of Mike Nayler and the pros and cons of enterprise architects, based on a survey03:30 Rob is confused about AI replacing prompt engineers07:55 Conversation with Mike on the digital skills gap25:15 The real gap is between institutions and the people they aim to serve33:24 Mike heading back to school and writing essays againGuest Mike Nayler: https://www.linkedin.com/in/nayler/ 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

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.

AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Customer Support at Intercom, sits down with Guneet Singh, VP of Customer Experience and Care at AppFolio, to discuss how AI is transforming support from a cost center into a growth engine. They unpack how to rethink ROI beyond cost savings, build systems that keep AI performing at its best, and reimagine team roles, culture, and success metrics in an AI-first world.Watch this episode on YouTube: https://youtu.be/JQufKRxPKjU?si=BqxKaelTPgijwU5pNewsletterSign 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/Learn more about Pioneer: pioneer.fin.ai Explore Fin: https://www.fin.aiRead customer success stories: https://www.intercom.com/customersProduct FAQs: https://www.intercom.com/help See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss PwC's recent report on growth through experience. They explore the evolving definitions of customer experience, emphasizing the importance of trust and meaningful interactions. The conversation delves into PwC's four dimensions of exceptional experiences: coherence, personalization, engagement, and distinctiveness. The hosts critique traditional measurement methods in customer experience, advocating for a focus on meaningful experiences rather than mere service delivery. They also discuss the significance of managing moments of frustration and the concept of modes in customer journeys, concluding with insights from case studies in various industries. Takeaways Customer experience is fragile and requires trust. Meaningful experiences drive customer loyalty. Seamlessness is the baseline, not a value add. Exceptional experiences are defined by PwC as coherence, personalization, engagement, and distinctiveness. Measurement should focus on meaning, not just metrics. Managing frustration can create deeper customer relationships. Modes influence how customers interact with experiences. Retail must embrace experiential strategies to thrive. Trust is a predictor of growth in customer experience. The shift towards experience as a business strategy is gaining traction. Chapters 00:00 Introduction to Experience Strategy Podcast 02:17 Understanding Customer Experience and Trust 05:21 Defining Exceptional Experiences 09:41 The Importance of Measurement in Experience 12:10 Rethinking Value Creation and Trust 13:57 Managing Moments of Frustration 16:43 Modes and Their Impact on Experience 17:09 Case Studies in Exceptional Experiences 19:30 Conclusion and Future Insights Read More: https://www.pwcresearch.com/uc/images/GrowthThroughExperience_2025.pdf Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com  

CX Decoded dives into how contact centers and digital teams turn customer interactions into real business value. In this episode, host Dom Nicastro sits down with Barry Cooper, president of NiCE's CX division, to unpack the company's evolution from workforce management roots to a full-service CX platform — and what that means for agents, leaders and customers. Cooper shares how unified interaction data and AI are reshaping quality, coaching and KPIs; why the agent experience has to lead any automation push; and what's coming with CXone Mpower, specialist personas for asynchronous work and a “single pane of glass” across channels. It's a candid look at the tools, behaviors and org roles defining the next era of customer experience.

Paul Marden and Andy Povey head to the VAC 2025 Conference at the Queen Elizabeth II Centre in Westminster, London, to explore the evolving world of attraction retail and e-commerce.With special participation from Skip the Queue's founding host, Kelly Molson, the conversation delves into practical steps for creating seamless, authentic and profitable online experiences.Joining him are industry experts Stephen Spencer, Director of Stephen Spencer and Associates, and Simon Jones, Managing Director of Navigate Agency, to discuss how attractions can create e-commerce gift shops that truly enhance the visitor experience.They discuss the Visitor Attraction Playbook and explore how storytelling, sustainability and smart integration can transform your retail offer from an afterthought into a powerful brand extension.This episode also marks the launch of our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.Download your FREE copy here: https://pages.crowdconvert.co.uk/skip-the-queue-playbook Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your hosts are Paul Marden and Andy Povey.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. Show references:  Stephen Spencer, Ambience Director of Stephen Spencer and Associateshttps://www.stephenspencerassociates.com/https://www.linkedin.com/in/customerexperiencespecialist/Simon Jones, Managing Director of Navigate Agencyhttps://www.navigate.agency/https://www.linkedin.com/in/simontjones/Kelly Molson, Skip the Queue's founding host, Agency Advisor, Kelly Molson Consultinghttps://www.kellymolson.co.uk/ https://www.linkedin.com/in/kellymolson/ The 2025 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsTake the Rubber Cheese Visitor Attraction Website Survey Report

On the latest episode of the Remarkable Retail Podcast co-hosts Steve Dennis and Michael LeBlanc deliver another fast-moving episode at the intersection of strategy, leadership, and retail reinvention.The episode opens with Steve leading the weekly news rundown, spotlighting Walmart's groundbreaking partnership with OpenAI's ChatGPT — a move that could redefine how shoppers discover products and transact. They then turn to earnings where LVMH's modest rebound hints at a possible luxury reset, contrasted sharply with Saks Global's double-digit losses and ongoing integration pains. The co-hosts analyze Levi's direct-to-consumer surge under CEO Michelle Gass, before diving into Aritzia's remarkable 32% growth and aggressive US expansion.From there Michaels Arts & Crafts CEO David Boone joins for a wide-ranging conversation about creativity, transformation, and speed. Boone shares how Michaels' “seize the moment” initiative emerged after the collapse of Party City and JoAnn's — an opportunity to rapidly introduce new in-store and digital concepts like The Party Shop and Balloon Bar. Drawing on his leadership experience at Staples Canada, Boone contrasts private equity agility with public-company complexity and explains why, in today's market, inaction is riskier than risk itself.Boone also details Michaels' journey toward a truly omnichannel creative ecosystem, where digital discovery enhances the tactile joy of physical stores. He discusses the integration of JoAnn's beloved IP into the Michaels experience and how the company's purpose — “fueling the joy of creativity and celebration” — guides everything from store design to marketing voice.Steve and Michael close with their “what's remarkable” segment, breaking down OpenAI's new Sora social video app and the explosive pace of AI adoption and lifting up International artisanal brand MUDD and the creative retail energy they embody. Together they reflect on the balance of innovation, humanity, and retail momentum heading into the 2025 holiday season. About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

"With a performer, players can make their own stories." Will and Kim Rutherford met at a summer pool party while in college. Kim recruited Will to help her win a floaty race across the pool. Alas, they lost. " I thought the floaty race was for fun and apparently it was for, I don't know, life bragging rights or something," says Will. Since then, the couple have gone on to many other creative adventures, including creating home haunts. Will even proposed to Kim on Halloween while they were both still in their costumes. So when Will and Kim played their first escape room, they immediately thought it could be like a permanent home haunt experience that they didn't have to tear down and put up every year. They jumped in with both feet, and although they made a lot of mistakes along the way, Escape Artist Greenville was born. Today they have the second highest ranked escape room in the USA (Castle Fluffendor). They've also created a three-hour experience that combines three of their top escape rooms into one narratively cohesive saga called The Chimera Corp Saga. REA reviewer Matthew Stein calls it “a masterpiece of episodic storytelling.” Will and Kim join us on REPOD to talk about the thought process behind their compelling games. I especially appreciated hearing about how they're escape room enthusiasts themselves, and regularly travel the world playing games and seeking inspiration. They tell us, “we are trying to go to the most diverse, immersive experiences that we can and seek out things that actually are a little outside of our comfort zone.” The Rutherfords have also recently joined the team at Keepers of Balance and helped them launch their first project, the epic Temple of Light, which recently won a Golden Lock award. Will and Kim have a boundless enthusiasm for the escape room industry, and I hope you find this conversation as inspiring as I did.     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  

Send us a textIn this episode of Navigating the Customer Experience, we sit down with Evan Siegel, Vice President of AI at eGain, where he leads the development of next-generation AI-powered conversational guidance. With a rich background that includes 16 years at Wells Fargo leading customer experience and contact center innovation, Evan brings deep insight into how technology can drive better service outcomes without losing the human touch.Evan's career journey began in entrepreneurship — running a successful residential painting business that grew to 300 employees before he sold it and pursued an MBA at Stanford. His experience at Wells Fargo honed his expertise in solving large-scale customer pain points and improving first-contact resolution in massive contact centers. Those experiences led him to eGain, a company dedicated to providing “the right answer to the right person at the right time, in the right channel.”Evan explains that eGain's AI-powered knowledge management platform helps companies clean, update, and centralize information so agents can quickly find accurate answers. This not only improves customer satisfaction but also transforms efficiency—some clients have seen up to 37% improvement in first-contact resolution, a 30-point rise in Net Promoter Score, and 50% reduction in training time. For instance, eGain supports the U.S. Veterans Administration, the country's largest healthcare provider, to deliver consistent, fast, and empathetic service across millions of interactions.A key theme in the discussion is balancing technology and empathy. Evan emphasizes that AI doesn't replace human connection—it enhances it by freeing up employees' mental space to focus on emotional intelligence and rapport-building. By handling the “how” of issue resolution, AI lets people focus on the “who.”He also shares how eGain builds knowledge bases for each company by analyzing customer inquiries, extracting top issues using AI, and rewriting existing materials to align with best practices for clarity and accessibility. This process—once lengthy and manual—can now be done in days or weeks.When asked about tools he can't live without, Evan points to AI assistants like ChatGPT, Claude, and Perplexity, which he uses daily as brainstorming and writing partners. His motto: “AI won't replace me, but someone who knows how to use AI better than me will.”Evan also discusses two books that shaped him: How to Win Friends and Influence People by Dale Carnegie, which taught him the power of genuine curiosity in relationships, and William Manchester's three-part biography of Winston Churchill, which inspired lessons in conviction, communication, and strategic thinking.Today, what excites Evan most is collaborative leadership—bringing teams together to brainstorm, check egos at the door, and make the best collective decisions. His guiding philosophy: “I don't need to be the smartest person in the room. I need to make the best decision coming out of the room.”He closes with another favorite quote: “You miss every shot you don't take.” For Evan, this embodies the spirit of innovation at eGain—experiment fast, learn fast, and keep improving.Listeners can connect with Evan on LinkedIn or email him at esiegel@egain.com to learn more about eGain's new AI self-service agent for small businesses, featuring reasoning capabilities, a free trial, and no-contract flexibility.Follow us on X @navigatingcx, and join our Navigating the Customer Experience Facebook community for more insights and resources.

This week on The Modern Customer Podcast, I'm joined by Michael Nguyen, Head of Customer Intelligence at Enterpret—the AI-powered customer intelligence platform used by leading brands like Chipotle, Notion, and Canva. We talk about how Enterpret helps companies move from fragmented feedback to real-time customer intelligence, including: ✅ Unifying every customer signal across surveys, support, and social channels into one connected system. ✅ Adding business context so insights are clear, relevant, and actionable. ✅ Turning insight into action through real-time alerts and AI-driven visibility. It's a look at how the next generation of customer intelligence is helping leaders make faster, smarter CX decisions. 

In this episode of Grow a Small Business, host Troy Trewin interviews Dmitriy Peregudov, founder of Gift Baskets Overseas, shares his inspiring 28-year journey from sending flowers to loved ones in Russia to leading an $11M global gifting company with 120+ team members. He talks about building a business rooted in patience, perseverance, and people-first values. Dmitriy discusses how focusing on customer experience and team culture fueled long-term success. He also explains the role of SEO and AI in modern marketing and why brand trust matters more than ever. From overcoming fraud challenges to achieving a 64% Net Promoter Score, his story highlights sustainable growth and resilience. A must-listen for entrepreneurs who believe slow, steady, and thoughtful growth wins the race. Other Resources: An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? According to Dmitriy Peregudov, the hardest thing in growing a small business is having the patience and perseverance to push through the early, slow stages while learning things outside your comfort zone. He explains that growth often requires focusing on areas you don't enjoy, making tough decisions, and knowing when to let go and replace yourself in certain roles. Understanding every part of the business—even the ones you're not good at—is essential, because only then can you hire the right people and build a strong foundation for long-term success. What's your favorite business book that has helped you the most? Dmitriy Peregudov's favorite business books include Further, Faster by Bill Flynn, which provides clear frameworks for business growth, and Delivering Happiness by Tony Hsieh, which inspired him to build a people-first company culture. He also recommends The Five Types of Wealth by Sahil Bloom for understanding balance in life and business. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Dmitriy recommends the Harvard Business Review (HBR) Podcast for case studies and expert discussions, and Lex Fridman's Podcast for deep, thought-provoking conversations that go beyond business into leadership and innovation. He also appreciates podcasts like Built to Sell Radio for real-world entrepreneurship lessons. What tool or resource would you recommend to grow a small business? He highly recommends HubSpot, calling it a game-changer for small businesses. From marketing automation to CRM and workflow management, it helped his team streamline communication, improve sales processes, and enhance customer relationships. What advice would you give yourself on day one of starting out in business? According to Dmitriy Peregudov, the advice he would give himself on day one of starting out in business is simple yet powerful — “Just do it.” He believes that too many entrepreneurs hesitate, overthink, or wait for the perfect moment, but real growth happens only through action. Taking the first step, learning from mistakes, and adapting along the way are far more valuable than waiting for ideal conditions that may never come. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Success in business comes from patience, perseverance, and focusing on what truly matters — Dmitriy Peregudov Growth isn't always about getting bigger, it's about getting better with every challenge — Dmitriy Peregudov The best way to build a loyal customer is to fix their problem so well they never forget you — Dmitriy Peregudov  

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job. Touch HERE to see open jobs.Need to update your shop systems and software? Try Tekmetric HERERegister for Tektonic HERE!In this episode, Jeff Compton sits down with Amber Wright, VP of Business Development at Tekmetric, and Aaron Szafran, a former shop operator now with Tekmetric. Amber and Aaron share firsthand insights on how shop management software like Tekmetric can transform daily operations—emphasizing the importance of embracing change, streamlining shop processes, and building trust with customers through transparency and modern technology like DVIs (Digital Vehicle Inspections).Timestamps: 00:00 "Community and Growth in Industry"06:40 Shop Efficiency and Cost Challenges14:53 Building Trust Over Efficiency20:29 Adapting to New Shop Systems21:59 Cloud Transition and Data Security31:02 Proactive Customer Care Benefits36:46 Enhancing Customer Journey Communication38:03 Overbooking Risks in Auto Shops46:59 Defining "Fair" in Business Pricing51:42 "Decisions Driving Customer Experience"53:59 "Powerful Customer-Focused Tech Support"01:01:47 Truthful Advocacy Without Tough Spots01:08:03 Seamless Business Transition Process Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

Stine Customer Experience and Internal Training Director Renae Schmidt joins the show to share her history with the company and how she empowers Stine's sales team to exceed customer service expectations. If you have a question for our Stine experts, feel free to send it to us at AskTheSeedcast@stineseed.com.   Make sure you stay up to date on everything Stine by following us on all our social media: Facebook: https://www.facebook.com/StineSeed  Instagram: https://www.instagram.com/stineseedco/ X: https://twitter.com/StineSeed

⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHacking and @BuildwithChoiceHackingWORK WITH US✅ Corporate Training: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Get your own Chief Marketing Copilot for your business when you my new program. Get live Skill Sessions, Implementation Sessions, and one-on-one time with me.Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

In this episode, we explore one of the toughest CX challenges: balancing company policies with the flexibility needed to deliver exceptional experiences.Policies should guide and protect, not block great service. We share how to design rules that empower teams, use exceptions as insights for improvement, and align every decision with your customer experience mission. Plus, we discuss how rethinking outdated policies — like libraries eliminating overdue fines — can strengthen trust and deepen customer relationships.Tune in to learn how to turn rigid rules into opportunities for better customer experiences — and don't forget to register for our upcoming webinar, From Assessment to Action: Building Your CX Roadmap, on November 4th via bit.ly/CXAction.Resources Mentioned:Experience 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/)

Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google's Chief Strategist and author of Converted, who shares data-backed strategies for turning customer insights into lasting loyalty. Hoyne explains why companies shouldn't expect commitment after a single purchase—you wouldn't propose on the first date—and how using data to identify high-value customers and personalize their experiences leads to stronger relationships and measurable, long-term growth. Learn more at  and subscribe to Newsletter for more actionable strategies. Book time with Stacy Shermamn .

This episode is brought to you by Commerce.AI is rewriting the rules of online shopping — and it's happening faster than anyone expected.In this episode of Retail Remix, host Nicole Silberstein chats with Travis Hess, CEO of the newly rebranded Commerce, about how conversational AI and “answer engines” like ChatGPT, Perplexity and Google's AI Overviews are transforming how consumers discover and shop for products online.Travis shares why these new tools represent the biggest paradigm shift since the dawn of ecommerce and explains why brands that fail to optimize for AI-driven discovery risk disappearing altogether. Key Takeaways:How to capture some of the projected $260 billion in sales AI is expected to drive this holiday season;Why the “customer is the new channel” in our increasingly AI-driven world;How to adapt your ecommerce strategy for contextual discoverability; andWhy a brand's “content supply chain” matters more than ever, and how to enhance yours.Related LinksLearn more about Commerce (parent company of BigCommerce, Feedonomics and Makeswift)Related reading: AI Search is Rapidly Gaining Consumers' TrustRelated reading: Salesforce Global Holiday Forecast — AI Will Drive $1.6 Trillion in In-Store SalesCatch up on all episodes of Retail RemixLearn more about AI evolutions in commerce on Retail TouchPoints -----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.

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