Podcasts about Customer experience

“When I do see really powerful sonic branding, it's impressive. It stands out, you know? There was one I looked at, it was a luxury airline, or it was a luxury-like experience, I want to say. They sold, like, really specific vacations to remote parts of the world that were really luxury experiences and really interesting, and they had a really cohesive sonic branding that wasn't music. It was just an intentional sound design approach where they had a lot of the sounds of the place, and they really focused on a sense of place. So when it was in Japan, it would be the sound of that water bamboo thing, you know, really magnified. And then the sound of an old wooden gate closing, and then the sound of someone folding a paper crane, like really delicate, beautifully recorded sounds that they would shape into the commercial. And so that wasn't music, but every single ad had the same kind of vibe of this really intentional, beautiful sound design that evoked a sense of place. And that was just so cool. And so, when I see something like that, I'm like, ‘That's what you can do. Why are you doing random samples when you could have a really nice effect and memorable impression?'" – Caitlyn TrevorThis episode is the second half of my chat with sonic UX researcher Caitlyn Trevor as we discuss how culture can dramatically change UX impressions, the value of sound in strengthening brand, and her “Sound Effects” series on LinkedIn, exploring the link between sound and behavior.As always, if you have questions for my guest, you're welcome to reach out through the links in the show notes. If you have questions for me, visit audiobrandingpodcast.com, where you'll find a lot of ways to get in touch. Plus, subscribing to the newsletter will let you know when the new podcasts are available, along with other interesting bits of audio-related news. And if you're getting some value from listening, the best ways to show your support are to share this podcast with a friend and leave an honest review. Both those things really help, and I'd love to feature your review on future podcasts. You can leave one either in written or in voice format from the podcast's main page. I would so appreciate that.(00:00) – Making the Most of a Sonic ImpressionThe second half of our conversation begins with Caitlyn's findings when it comes to improving on-hold UX phone design, including her discovery that less is more when it comes to automated voice updates and commercials. “You're like, ‘Oh, thank God,'" she recalls from her research results, “But if it's just, ‘We want to tell you about our special new…' You're like, ‘Oh.' And so it was a stress thing for them every time they heard a voice, they thought, ‘Oh, someone's answering.' And then when it was a commercial, they were extra annoyed by the commercial.” We talk about some other sound design elements that defy common sense, such as research showing that fire alarms aren't very well attuned to the human brain. “I found that the typical fire alarm is not the most effective,” she tells us. “You know, this kind of house alarm, like, it's at around 3,000 Hz, really high-pitched. This is not great. A lower-pitched one around, I think it was 500 Hz, is actually more effective at waking people up.”(15:00) – How Sound Changes the Customer ExperienceCaitlyn tells us more about the unexpected results of research into our relationship with sound, including our smartphones. “When you turn off notifications completely,” she notes, “you actually check your phone more than if you leave them on because you have this like, fear of missing out… People who had their phones on mute picked up their phones 48 more times per day and spent 52 extra minutes on their phones.” We talk about what that research means for audio branding and making a positive customer impression, and we discuss the powerful, often-overlooked impact of sonic logos. “There's an IPSO study as well,” Caitlyn recalls, “that wasn't actually about sonic branding specifically, but the results were really flattering for sonic branding. It was something like if you have a sonic logo, it increases brand recall by, I think it was like 96%. It was really crazy.”(21:40) – The Future of Audio BrandingOur conversation comes to a close as Caitlyn shares her thoughts on the power of sound and what her research has shown about its impact on the human mind. “I think sometimes, you know, sound is such an afterthought,” she explains, “and people don't remember that it actually has a really big impact on the experience. I think that's becoming a bit clearer with people caring more about neurodivergence and sound sensitivity.” She tells listeners how they can get in touch, and adds her advice on how brands can make the strongest and most consistent sonic impression on their customer base. “The more time you spend with stimuli,” she notes, “whatever it is, a song, a picture, the longer you look at it, hear it, the more you like it. So when you're doing ratings of emotion or, I don't know, familiarity, likability, that's going to affect it. But, you know, we know this, and somehow we don't use it sometimes.”Episode SummaryCaitlin discusses the impact of sonic branding on client relationships.The impact of sound on brand perception, ratings, and customer loyalty.How Caitlin's research is redefining audio branding and marketing.Connect with the Audio Branding Podcast:Book your project with Voice Overs and Vocals by visiting https://voiceoversandvocals.comConnect with me on Instagram - https://www.instagram.com/jodikrangle/Watch the Audio Branding Podcast on YouTube - https://www.youtube.com/c/JodiKrangleVOConnect with me on LinkedIn - https://www.linkedin.com/in/jodikrangle/Leave the Audio Branding Podcast a review at https://lovethepodcast.com/audiobranding (Thank you!)Share your passion effectively with these Tips for Sounding Your Best as a Podcast Guest!https://voiceoversandvocals.com/tips-for-sounding-your-best-as-a-podcast-guest/Get my Top Five Tips for Implementing an Intentional Audio Strategyhttps://voiceoversandvocals.com/audio-branding-strategy/Editing/Production by Humberto Franco - https://humbertofranco.com/This podcast uses the following third-party services for analysis: OP3 - https://op3.dev/privacy

In this episode, we're excited to welcome back the Brooke Sellas, CEO and founder of B Squared Media. Join us as we dive deep into the evolving landscape of marketing in the age of AI, exploring how it intersects with social media and customer experience.Brooke shares her invaluable insights on the importance of maintaining a human connection amidst the rise of automation. She discusses how AI can be a powerful tool for analysis and efficiency behind the scenes, but emphasizes that it should never replace the genuine relationships brands build with their customers. The conversation also touches on the pitfalls marketers face when over-automating and the necessity of keeping the human touch alive in customer interactions.Listeners will gain practical strategies for leveraging AI without sacrificing the authenticity that drives customer loyalty and trust. Brooke's unique perspective as both a thought leader and educator provides a fresh take on navigating the complexities of modern marketing.Key takeaways...- Balance is Key: Utilize AI for data analysis and insights but ensure that human interaction remains at the forefront of customer relationships.- Guardrails Matter: Set clear parameters when using AI tools to prevent outputs that don't align with your brand voice.- Focus on Experience: Prioritize customer experience over sheer automation to foster genuine connections and loyalty.- Engage Authentically: Encourage meaningful conversations on social media rather than just focusing on content creation.Join us for this enlightening discussion filled with practical tips and thought-provoking insights as we explore the future of marketing in a tech-driven world.Our guest...Brooke Sellas is a leading expert in social media marketing and customer care. As the founder of B Squared Media, she has dedicated over 15 years to pioneering innovative strategies that prioritize authentic customer engagement. A sought-after speaker and educator, Brooke also teaches social media studies at New York University and other prestigious institutions, sharing her knowledge and passion for building meaningful connections in the digital age.~._.*._.~Making a Marketer is brought to you by Powers of Marketing - providing exceptional podcast experiences & online and in-person events since 2013. Check out episode 191, and if our show moves you, please share it and let us know your thoughts!Take our LISTENER Community Survey!!! HERE** Our editor Avri makes amazing music! Check out his music on Spotify! **

"The connection between the solver and the setter is really important." If you're a daily puzzle lover, your morning might start something like mine: pouring a cup of coffee and jumpstarting the brain with my favorite snack-sized games. Chief among those are the snappy games at LinkedIn, such as Queens, Zip, Tango, and Patches. The man behind this collection of puzzles powering LinkedIn's Games section is Thomas Snyder. Thomas Snyder is a three-time World Sudoku Champion, co-author of the foundational puzzle design book Puzzlecraft, and Principal Puzzle Master at LinkedIn Games. A Harvard trained chemist, Thomas is a scientist at heart. He has a methodical approach to puzzle solving and puzzle crafting that makes for satisfying logic puzzles. However, there's also a lot of artistry to the puzzles Thomas designs. Throughout the conversation, he emphasizes that each puzzle put out by LinkedIn is handcrafted. There is a playfulness and inventiveness to the layout and solve path. There's a dance between the puzzle creator and the solver. Thomas posts videos on LinkedIn of his solve path for the games, and he talks to us about the conversation that sparks. In fact, the whole reason behind the puzzle offerings at LinkedIn was to create opportunities for users to connect socially and bond over the games. I especially appreciated talking about puzzles that empathize with the solver and how to create approachable puzzles that can still delight expert players. LinkedIn just launched their newest game Wend, which is Thomas's take on a word search puzzle. We also played a game I wrote, which Thomas solved embarrassingly (for me) quickly, but we had fun, which is the whole point. If you enjoy zippy puzzle games, check out the LinkedIn Collection, and for even more fun games-on-the-go, listen to PG's Playhouse.     Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and the Reality Escape Convention. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   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.   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.   Reality Escape Convention Our convention, RECON, will be in Laval, Quebec Canada on August 16th & 17th, 2026. RECON offers a curated collection of talks and experiences exploring the business and art of escape room and immersive game creation. All are welcome at this event that is crafted around professionals and aspiring professionals.   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

As AI-generated content floods the internet, shoppers are increasingly looking for something harder to fake: real human opinions.In this episode of Retail Remix, Kate Robertson speaks with Anna Haffner, Senior Director of Large Customer Sales at Reddit, about how the platform is becoming a powerful force in retail discovery and commerce. Anna explains why shoppers are turning to Reddit for trusted recommendations; how brands and retailers such as Walmart, Home Depot, Dove and MAC Cosmetics are showing up authentically in community conversations; and why Reddit's advertising products are evolving to complement the user experience.Key TakeawaysWhy Reddit has become a trusted discovery channel for shoppers researching products and brands  How retailers can participate in Reddit communities without relying on overly polished or disruptive advertising  What campaigns from brands like Walmart, MAC, Home Depot and Dove reveal about Reddit's retail marketing potential  How Reddit's Shopify integration and dynamic product ads are reducing friction for retail advertisers  Why human conversation may become even more valuable as AI reshapes product discovery and searchRelated LinksExplore Reddit's advertising tools for retail brandsGet more retail industry insights from Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix

تواصل معانا وشاركنا افكاركهل من الممكن أن تكون شركتك تخسر جزءًا كبيرًا من مبيعاتها بينما تعتقد أن كل شيء يسير بشكل جيد؟في هذه الحلقة من بزنس بالعربي بودكاست، يكشف المهندس محمد المصري، الشريك المؤسس والرئيس التنفيذي لشركة Tactful AI، كيف تخسر الشركات فرص بيع حقيقية كل يوم بسبب أخطاء في إدارة رحلة العميل، وضعف استغلال البيانات، وبطء الاستجابة للعملاء.للحديث عن العلاقة المباشرة بين تجربة العميل (Customer Experience) ونمو المبيعات والاحتفاظ بالعملاء والتحول الرقمي باستخدام الذكاء الاصطناعي.ستتعرف في هذه الحلقة على:

What happens when a digital strategist stops fighting reality and starts leading from it.There are conversations that feel like a strategy session and a therapy session at the same time. This one was both. Mary Brodie came into the Power Lounge and did something rare. She made acceptance sound like the most powerful leadership move you can make.If you work in digital, lead a team, or run your own business, you know the pressure to chase the aspirational audience, the perfect product, the frictionless experience. Mary has spent over 20 years helping companies stop chasing and start seeing. And what she has found is that the women in digital who thrive are the ones who learn to work with what is, not just what they wish were true.Mary Brodie is the Founder and Digital Experience Strategist at Gearmark, a consultancy she has built over two decades across apps, websites, content strategy, lead generation, and full digital experience design. She holds a BA and MA from Simmons College, a certificate from MIT, and an Executive Master's in Corporate Communications from IE University in Madrid. She is currently pursuing her doctorate at Case Western Reserve University, where her research explores how B2B buying teams build relationships with supplier salespeople.Key TakeawaysAcceptance is not passive. It is the foundation of every smart business decision, from knowing your real customers to building a team that actually trusts each other.Your digital experience reflects your internal experience. If your employees are disengaged, that bleeds into every customer touchpoint, every chatbot, every support call.Women in digital and female entrepreneurs online often chase aspirational audiences instead of maximizing the ones they already have. The brands that win know exactly who their customer is and own it.AI is a tool, not a replacement. Using it well means knowing what question you are actually trying to answer and what data you are feeding it.The most underrated skill in women leadership and digital marketing for women is listening. Not the performative kind. The kind where you feel something shift in the room.Mary Brodie said, "Accept yourself and make sure that you're happy with what you're doing and what your output is. Not your perfect foot. Your best foot."Mary Brodie said, "Once you accept that we don't all share the same values, the world becomes a very different place. And it's not a scary place. It's just a different place. And a lot of the world becomes a lot clearer."Timestamps00:00 Welcome to the Power Lounge.01:51 Twenty years of entrepreneurship. What keeps Mary going.04:26 Why Mary kept going back to school, MIT, Simmons, Madrid.07:37 Being the only American in the room. What that taught her.09:41 Customer experience and employee experience are the same problem.13:10 How to know if your company actually has a digital experience.16:33 AI and digital strategy. Tool or replacement.21:00 What gets in the way of leaders communicating their vision clearly.26:54 What a broken internal experience is costing your organization right now.31:08 The Art of Acceptance. What it means as a leadership practice.40:04 What Mary looks for before any strategy or deliverable.41:19 One shift for every woman in the audience.42:37 Power Round. Rapid fire with Mary Brodie.Connect with Mary BrodieEmail: mfbrodie@gearmark.comLinkedIn: linkedin.com/in/marybrodieWebsite: gearmark.comSupport the show

Most unhappy guests will never complain. They will just leave.And if your team is not paying attention, you may not know there was a problem until the review shows up or the guest never comes back.In this episode, Chris breaks down how to spot guest issues before they are spoken and how to handle complaints in the moment.Because a guest who complains is not always the problem.Sometimes they are giving you one last chance to fix it.If your team is not reading the room or asking better questions, you are probably missing patterns that cost you repeat business.Bad nights happen. But bad nights handled well can become loyalty stories.

Summary In this episode of the AI for Sales podcast, Chad Burmeister interviews Mark Walker, CEO of Nue, discussing the transformative impact of AI on sales processes, customer experiences, and the evolution of CPQ systems. They explore the role of agentic AI, ethical considerations in AI deployment, and the skills necessary for professionals in the AI landscape. Mark shares insights on how AI is reshaping customer behavior, enhancing self-service capabilities, and the importance of balancing technology with human interaction. Takeaways AI is changing customer behavior and expectations. Generative AI allows for more sophisticated self-service environments. CPQ is evolving into a broader revenue lifecycle management process. Agentic AI can perform tasks traditionally done by humans, often more efficiently. Building trust with customers takes time and meaningful interaction. Security is a top priority when implementing AI solutions. Understanding and utilizing AI tools is essential for modern professionals. Ethical considerations are crucial in AI deployment. AI can enhance communication and summarization in team settings. The landscape of AI is rapidly evolving, requiring continuous learning and adaptation. Chapters 00:00 Introduction to AI in Sales 01:12 AI's Impact on Customer Experience 04:11 Case Studies in AI Deployment 06:43 Understanding CPQ and Its Evolution 10:03 The Role of Agentic AI 13:24 Balancing AI and Human Interaction 17:30 Ethical Considerations in AI 19:53 Skills for the Future of AI The AI for Sales Podcast is brought to you by BDR.ai, Nooks.ai, and ZoomInfo—the go-to-market intelligence platform that accelerates revenue growth. Skip the forms and website hunting—Chad will connect you directly with the right person at any of these companies.

On this episode of The Buzz, Scott Luton is joined by special co-host Dr. Muddassir Ahmed and special guest Anthony Reeves, Vice President of Global Brand & Creative at Kohler and author of Eat the Donkey: Why Great Companies Embrace Discomfort. Together, they explore the realities of AI adoption, decision-making optimization, innovation, leadership, and what separates organizations that thrive from those that struggle to keep pace. As supply chains continue to evolve in the age of AI, organizations face critical decisions about technology adoption, data quality, change management, and leadership. Scott, Muddassir, and Anthony examine why many AI initiatives fail, what companies can learn from both successes and setbacks, and why strong decision-making remains one of the most valuable competitive advantages. The conversation also explores the growing importance of human connection, brand differentiation, organizational culture, and the willingness to embrace discomfort in pursuit of long-term growth. Drawing on experiences from Amazon, Kohler, Starbucks, and other global brands, Anthony shares powerful lessons on innovation, leadership, and staying true to what makes an organization unique. Key Takeaways: AI success depends as much on adoption, change management, and leadership as it does on technology. High-quality, contextualized data remains the foundation for effective AI implementation. Organizations must learn from failed initiatives just as much as successful ones. Soft skills, emotional intelligence, and human connection will become increasingly valuable as AI handles more routine work. Strong brands remain differentiated by purpose, customer experience, and authenticity—not technology alone. Great leaders make difficult decisions early rather than delaying action until opportunities have passed. Whether you're leading a supply chain transformation, evaluating AI investments, or building a stronger organization, this episode offers practical insights from leaders who have navigated innovation at the highest levels. You'll walk away with actionable advice on decision-making, change management, leadership, and creating organizations that can thrive amid constant disruption. Additional Links & Resources: Guest LinkedIn Profile: https://www.linkedin.com/in/anthonyreeves/ Guest Instagram Handle: @anthony.j.reeves Guest Company Website: anthonyreeves.co APL Logistics: https://www.apllogistics.com/ With That Said: https://bit.ly/WTS-7JUN2026 The Corner Market: https://bit.ly/The-Corner-Market Exclusive: Starbucks scraps AI inventory tool across North America: https://reut.rs/4vuPSkR 4 Supply Chain and AI Predictions for 2026: https://bit.ly/AI-Predictions-2026 AI Strategy Takes A Data Foundation That Cleansing Can't Provide: https://bit.ly/Paul-Noble-Gartner2026-Takeaways 5 Signs Your Supply Chain Has Outgrown How It's Managed Today: https://bit.ly/5-signs-your-SC-has-outgrown-mgmt Eat the Donkey: https://www.amazon.com/dp/B0G97CHK9F When Safety Technologies Backfire and How Managers Can Prevent It: https://bit.ly/When-Safety-Tech-Backfires Upcoming Live Programming:  https://supplychainnow.com/upcoming-live-programming/ Supply Chain Now Resource Hub: https://supplychainnow.com/resource-hub/ Connect with Anthony on LinkedIn: https://www.linkedin.com/in/anthonyreeves/ SCMDOJO: https://sensei.scmdojo.com/ Connect with Muddassir on LinkedIn: https://www.linkedin.com/in/muddassirism/ Follow Scott on LinkedIn: https://www.linkedin.com/in/scottwindonluton/ WEBINAR- Amazon Supply Chain 101: Enabling efficiency and growth for businesses everywhere–and everywhere they sell: https://bit.ly/49r8N7D WEBINAR- The Expanding Role of Supply Chain Optimization Teams in Driving Business Impact: https://bit.ly/3PHRAAf WEBINAR- AI that moves at velocity: Cut through latency with agentic workflows: https://bit.ly/4x4626t This episode was hosted by Scott Luton and Dr. Mudassir Ahmed. For additional information, please visit our dedicated show page at: https://supplychainnow.com/buzz-ai-adoption-brand-differentiation-embracing-comfort-1595 The content in this episode, including all audio, videos, visuals, and graphics, is the property of Supply Chain Now and is protected by copyright law. Unauthorized use, reproduction, distribution, modification, or re-uploading of this content in any form is strictly prohibited without explicit written permission from Supply Chain Now.For licensing inquiries or permissions, please contact us at production@supplychainnow.com© 2026 Supply Chain Now. All rights reserved. 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 TECHtonic, host Thomas Lah, EVP and Executive Director of TSIA, sits down with Agam Vasani, former SVP of Customer Experience at LeanData, to explore what it actually takes to build an AI-driven post-sale organization. Agam shares how his team was drowning in over 40 fragmented customer health signals, leaving CSMs spending more time assembling data than acting on it. He then reveals how they used AI to consolidate those signals into a single, coherent view that reps could actually use.He also breaks down the SIGNAL framework, a six-part filter he developed to cut through a crowded AI vendor market and evaluate tools on source of truth, intelligence quality, go-to action, workflow fit, team-wide adoption, and continuous learning.Discover how peer-driven "AI jams" drove grassroots adoption where top-down mandates failed, and why most AI tools fall short because they're sold like SaaS when AI behaves nothing like it. Don't miss this candid conversation on what separates AI deployments that move the needle from ones that just add another tool to the stack.

Today's episode of the Punk CX podcast features a chat I had with Andrew Bialecki, the co-founder and co-CEO of Klaviyo, the autonomous B2C CRM that helps brands understand who their customers actually are – so every interaction feels personal. We talk about how customer experience is becoming autonomous, why every brand is becoming a service company, what organizations will need to do to make that shift, why the future is agent-to-agent, what the implications for brands are, and how we are also moving from vibe coding to vibe marketing. This interview follows on from my recent interview – Speed without alignment creates experience debt – Interview with Jamie Homen of Mural – and is number 590 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Innovation isn't about funding, it's about how organisations are built and led. Progress comes from cutting bureaucracy, empowering mission-led teams, and asking the right questions to unlock bold breakthroughs. This week, Dave, Esmee and Rob are joined again by André Loesekrug-Pietri, Chair and Scientific Director of the Joint European Disruptive Initiative (JEDI, Europe's ARPA) to explore how Europe can turn moonshot ambitions into reality by building the right people, culture and operating models for future-shaping organisations. TLDR00:41 – Introduction01:14 – Hang out: Esmee returns and the missing API has been found!05:14 – Dig in: Staying in step with global innovation12:57 – Conversation with André Loesekrug-Pietri1:02:26 – Roland Garros tennis, and unlocking creative energy GuestAndre Loeskrug-Petri: https://www.linkedin.com/in/andrepietri/X: @eurojediwww.jedi.foundation HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Realities Remixed' is an original podcast from Capgemini

When guests say your bar is too expensive, they may not be talking about price.They may be talking about value.In this episode, I talk about perceived value: the gap between what guests pay and what they feel they received.We break down where guests form that value judgment, from your Google profile and first 90 seconds to your menu, staff language, physical touch points, table checks, and send-off.Because price is just the number on the menu.Value is the story your whole bar tells before, during, and after the visit.If guests are coming in less often, spending less, or saying things feel too pricey, this episode is for you.Your prices may not be the problem.Your value signals might be.

Online prüfen, im Laden abholen, vor Ort beraten: Kundinnen und Kunden erwarten heute nahtlose Erlebnisse. Wie Deichmann seine Filialen weiterentwickelt und welche Rolle die Infrastruktur von Telefónica dabei spielt.

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" There are three defining characteristics of a Sauve Qui Peut game: an unusual underlying concept, commitment to the bit, and beautifully painted murals." They do things a little differently around here. That's been Steven Keller's personal design philosophy ever since he started making his first escape rooms at his company, Sauve Qui Peut, located in Saint-Jean-sur-Richelieu in Quebec, Canada. If you've ever played games at this company, you'd know the house style is that there is no house style. Every game feels distinct and different, almost like they were designed by different people. And yet Steven is the mad genius behind it all. Steven is one of the most instinct-driven designers I've encountered in this industry. He designed his first three rooms within five months of having the idea, before he'd even signed a lease. He deliberately avoided playing other escape rooms early on so he wouldn't get influenced. However, he eventually abandoned this philosophy when he realized that Egyptian-themed rooms were not, in fact, his invention. What hasn't changed is his core approach: start with one really cool thing, build around it, and figure out the story last. Like I said, they do things a little differently around here. However, Steve doesn't do it alone. Shawn Mercier is Steven's right hand man, and he joins us also to give us the nuts and bolts perspective. He started as a gamemaster, began quietly fixing and improving mechanisms, and pretty soon made himself indispensable. Shawn introduced more sophisticated and reliable tech to Sauve Qui Peut's rooms. He helps keep everything running smoothly, all before he turned 26! We know, because he celebrated his birthday with us on the day of our recording. Together, Steve and Shawn are responsible for some of the most inventive and, yes, slightly unhinged escape room design in Quebec. I really appreciated hearing Steven talk about his design process. There's a madcap creative improv quality to it, and it's part of what makes their games so quirky and memorable. If you enjoyed this conversation and want to check out the games at Sauve Qui Peut, consider joining us on one of our future Escape, Immerse, Explore tours to the Montreal area.   Full Show Notes   Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and the Reality Escape Convention. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   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.   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.   Reality Escape Convention Our convention, RECON, will be in Laval, Quebec Canada on August 16th & 17th, 2026. RECON offers a curated collection of talks and experiences exploring the business and art of escape room and immersive game creation. All are welcome at this event that is crafted around professionals and aspiring professionals.   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

Most leaders think they are delivering a great customer experience. Pierre Charchaflian of IBM says they are delivering yesterday's version. The new standard is not fixing problems when customers report them. It is knowing about the problem before the customer does, and solving it before they have to ask. That shift, from reactive to anticipatory, is what separates the brands that customers stay loyal to from those they leave without explanation. The technology to do it exists right now. Most companies are not using it. Pierre has spent 25 years at the intersection of data, technology, and customer experience, and he says this transformation is unlike anything he has seen before. The window to act is open. It will not stay that way. What You Will Learn About Anticipating Customer Needs With AI: What agentic AI actually is in plain language, why it is fundamentally different from prior AI capabilities, and what it means for your CX strategy starting now Why IBM's research found that technology stack limitations, not budget or talent, are the number one barrier preventing CMOs from delivering the customer experience they already know they need to deliver How agentic search engines are becoming a direct threat to brand digital presence, and what leaders need to do before their customers' AI agents start bypassing them entirely Why anticipating a customer's need before they express it is now a measurable competitive advantage, and what separates the companies building that capability from the ones still reacting How AI can read sentiment, detect frustration signals across structured and unstructured data, and trigger a response before a customer decides to leave Why conversion is the metric that tells the truth about whether your customer experience is actually working, and what NPS and CSAT consistently miss Download IBM's Win the Moment report now: https://www.ibm.com/thought-leadership/institute-business-value/en-us/report/customer-intent?utm_id=Stacy-Sherman-AdobeSummit-LinkedIn-IBVCMOStudy-04-16-26 #IBMPartner Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Send us Fan MailNAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader NeedsWhat happens to your customers when the leader serving them is running on empty? In this episode, Yanique Grant sits down with Dr. Kerriann M. Peart, organizational psychologist, executive coach, and founder of Island Rooted Co., for a conversation that connects leadership well-being directly to customer experience outcomes.Dr. Peart brings over 20 years of experience in organizational psychology, public health, and executive coaching, and her work challenges the idea that high performance should come at the expense of people. Drawing on her own journey as a Caribbean woman who navigated three cycles of burnout while building her consulting practice in corporate America, she offers leaders a grounded, practical framework for leading with clarity, cultural intelligence, and personal strategy.WHAT YOU WILL LEARN IN THIS EPISODEHow burned-out leaders show up to customers in three distinct patterns, and which one is the rarest and most powerfulWhy happy employees are defined by competence AND capacity, and how both translate directly to the customer experienceHow the anchored bias of "this is how we have always done it" is damaging customer interactions in Caribbean businessesThe difference between a growth mindset and an agile mindset, and why leaders in culturally diverse environments need the latterWhy humble leaders go further and last longer than those who demand to be followedThe one personal strategy shift that will change how customer experience professionals show up, even on their hardest daysBOOKS MENTIONEDThe Prophet by Kahlil GibranThe 48 Laws of Power by Robert GreeneThe Power of Now by Eckhart TolleCONNECT WITH DR. PEARTLinkedIn: Search Kerriann PeartWebsite: peartconsulting.orgFOLLOW NAVIGATING THE CUSTOMER EXPERIENCEX: @NavigatingCXFacebook: Navigating the Customer Experience CommunityLinkedIn: Yanique GrantWebsite: yaniquegrant.com/podcasts

What You'll Learn in This Episode:In this episode, Catherine McDonald and Shayne Daughenbaugh discuss the practical realities of capturing, creating, and deploying Standard Operating Procedures (SOPs) in fast-growing organizations. Drawing from Shayne's experience leading SOP standardization across multiple locations, they explore how businesses can create consistency while maintaining a human-centered approach.The conversation highlights why SOPs are more than compliance documents. They serve as the foundation for customer experience, employee training, and continuous improvement. Shayne shares a step-by-step framework for identifying priority processes, working with subject matter experts, and leveraging video recordings and AI tools to simplify documentation and accelerate SOP creation.If your organization struggles with inconsistent processes, scattered documentation, or SOPs that nobody uses, this episode offers practical strategies for building documentation that is both useful and sustainable.Key Takeaways:1. SOPs should create consistency across locations to deliver a reliable customer experience.2. Video-based process capture preserves valuable expertise, context, and real-world best practices better than traditional written documentation.3. AI and transcription tools can significantly speed up SOP creation while reducing administrative effort.4. SOPs are most effective when treated as living documents that support continuous improvement, not just compliance or record-keeping.Links: Lean Solutions Summit Lean Solutions Website

If you've ever shouted “just let me talk to a person” at a chatbot, this one's for you. Jeannie Walters is joined by special cohost Brandon McGovern, Senior Director of Customer Experience at HP, to pressure-test the biggest question in AI customer service right now: how do we automate without breaking trust?We start with a headline that feels like a warning label. Norse Atlantic Airways offers dirt-cheap tickets, but customers say there's a catch: customer support is so locked behind tech that getting help can become impossible. We unpack why this isn't simply a “tech problem,” but a governance and leadership problem. When companies remove phone numbers, skip the escape hatch, and ignore high-emotion journeys like refunds and disruptions, they don't just frustrate people, they create financial harm and open the door to fraud.Then we zoom out to the enterprise reality. Cisco's line that adopting AI is “like surgery without the drugs” is painfully honest, and it frames the messy middle many CX teams are living through. We talk about why rushing to automate tasks can amplify mistakes, how to redesign workflows around outcomes, and why “faster” is the wrong North Star compared to what's now possible. Along the way, we dig into authenticity, rising customer expectations, and why AI is killing the illusion of fine print as customers use their own tools to read policies and push back.If you're leading CX, contact centers, or digital support, you'll leave with practical guardrails for pilots, measurement, and intent selection. Subscribe, share this with a teammate, and leave a review with the biggest AI question you're wrestling with right now.About Brandon McGovernSenior Director of Customer Experience at HPUnderstanding your customers isn't enough. I build the systems that turn that understanding into outcomes.I'm a Senior Director of Customer Experience at HP, leading enterprise-wide measurement, analytics, and operations that enable the company to understand and act on customer sentiment in real time. I oversee a global Voice of the Customer ecosystem capturing tens of millions of signals annually, translating them into product, service, digital, and brand strategy decisions across the business.My work has delivered double-digit NPS improvements and material revenue impact by shifting CX from a reporting function to an operational and strategic capability - powered by data, automation, and applied AI.Beyond enterprise implementation, I build with AI hands-on - personal projects in game design, product prototyping, and workflow automation using Claude, Lovable, and other tools. Building outside my domain teaches me where AI actually breaks down, which makes me a better architect of AI-powered operating models at work.I bring engineering depth coupled with business leadership (MBA, MS in Electrical Engineering, Stanford executive education), and I specialize in building scalable CX platforms, driving cultural change, and aligning executives around customer-led transformation. Follow Brandon on LinkedIn: https://www.linkedin.com/in/brandonmcgovern/Articles Mentioned:- Norse Atlantic Airways Offers Dirt-Cheap Tickets. There's a Catch (Wired) -- https://www.wired.com/story/norse-airlines-ftc-complaints-ai-scams/- Cisco exec says adopting AI is like 'surgery without the drugs' (Business Insider) -- https://www.businessinsider.com/cisco-ai-adoption-customer-service-2026-5- Dissatisfied: Three-fourths of AI customer service rollouts are a letdown (The Register) -- https://www.theregister.com/ai-ml/2026/05/13/ai-customer-service-bots-get-rolled-back-at-74-of-firms/5239800Enjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Let's describe the experience you want your customer to have to keep them coming back! gigstrategic.com seancastrina.com

In this episode, Bradley sits down with Daniel Daly, founder of Aim High Now, who spent 20 years in automotive retail and helped scale a dealership group to $700 million in annual revenue. Daniel breaks down what customer service actually looks like as an operating system, not a personality trait.They discuss how to train a team around two focused behaviors, how a single feedback call can diagnose 80% of your service failures, and how tiered incentives move culture faster than accountability alone.This conversation goes beyond tactics and into discipline. What are the two things your team could do consistently that would change how customers talk about you? And how do you build standards that actually hold? If you want customer experience to work as a real competitive advantage, this conversation is for you.Visit https://workshop.blueprintos.com to register for the upcoming Above The Business workshop.Learn more about Daniel Daly and Aim High Now: aimhighnow.comConnect with Daniel on LinkedIn: https://www.linkedin.com/in/daniel-daly1/ Thanks to our sponsorsCoach P ConsultingCoach P found great success as an insurance agent and agency owner, leading a large and stable team of top-performing professionals. Today, he shares the systems, delegation strategies, and specialization methods he developed along the way. Gain access to weekly training calls and mentoring at:https://www.coachpconsulting.comBe sure to mention you heard about it on the Above The Business Podcast.Autopilot RecruitingAutopilot Recruiting helps small business owners solve staffing challenges by taking the stress out of hiring. Their dedicated recruiters work on your behalf every business day, optimizing your applicant tracking system, posting job listings, and sourcing candidates through social media and local communities.https://www.autopilotrecruiting.comMention Above The Business Podcast when you reach out.Direct ClicksDirect Clicks is built by business owners, for business owners. They specialize in custom marketing solutions that drive real results. From paid search campaigns to SEO and social media management, they provide comprehensive digital marketing support to help your business grow.Exclusive offer for listeners:https://directclicksinc.com/abovethebusinessGet a free marketing campaign audit and actionable recommendations.About Above The BusinessAbove The Business is hosted by Bradley Hamner, founder of BlueprintOS, and focuses on helping small business owners transition from Rainmaker to Architect by building systems, teams, and operations that scale.

If your customer buys from your Amazon listing, your website, and walks into a store all on the same Sunday, and none of those experiences connect, you've got a problem. Omnichannel isn't about having multiple channels, it's about those channels talking to each other to deliver a seamless customer experience. Neil Twa breaks down what omnichannel really means and why it's crucial for your brand's success. He shares insights from an operator running a solid brand doing around $40,000 a month on Amazon, with a Shopify store and a new retail presence. Neil outlines three actionable moves you can start today to improve your customer journey, regardless of your business size. It's about having an operator mindset, not a massive budget. Tune in to The High Voltage Business Builders Podcast to learn how to identify gaps in your business and fix them. Ready to audit your AI readiness? Take the free 5-question assessment: voltagedm.com/aiquiz?utm_source=rss&utm_medium=show_notes&utm_campaign=ep291 Get the complete Almost Automated Income Blueprint for $27 at voltagedm.com/blueprint: https://voltagedm.com/blueprint?utm_source=rss&utm_medium=show_notes&utm_campaign=ep291

In episode # 304 of the Pool Nation Podcast, Edgar De Jesus and Zac "The Pool Boy" Nicholas sit down with Jeremy Young and Orlando Gadea from Fluidra to reveal one of the biggest pool industry technology launches in years: the all-new AquaLink Edge platform. This isn't just another automation panel. Fluidra shares how AquaLink Edge is built around edge computing, smarter equipment communication, local processing, enhanced homeowner experiences, and a future ecosystem designed to help pool professionals run more efficient and profitable businesses. The conversation dives deep into automation, connected equipment, wireless communication, AI-driven pool management, smarter service operations, and how Tracker IO is helping transform the way pool companies manage routes, inventory, service calls, and customer experiences. Whether you're a pool service professional, builder, repair technician, retailer, or industry leader, this episode provides an exclusive first look at where pool technology is heading and how it will impact your business over the next decade. TIMESTAMPS 00:00 Introduction & Welcome 02:00 Meet Fluidra's Jeremy Young & Orlando Gadella 06:00 Heritage Pro Service Academy & Pool Pro Challenge Updates 08:00 Jeremy's Journey: From Pool Construction to Fluidra Innovation 15:00 Why Education & Training Matter in the Pool Industry 24:00 Orlando's Background in Digital Technology & Why He Joined Fluidra 27:00 The Official AquaLink Edge Reveal 28:00 Edge Computing vs Cloud Computing Explained 30:00 Creating Better Pool Owner Experiences 32:00 New In-Can Display & Home Display Features 35:00 Why Pool Automation Must Work Without Internet 40:00 Built-In Flow Monitoring & Smarter Equipment Control 43:00 Five Years of Development Behind AquaLink Edge 47:00 Easier Setup, Faster Installation & Wireless Communication 52:00 Personalized Access for Homeowners, Service Pros & Airbnb Properties 56:00 Service Mode Improvements & Smart Notifications 01:03:00 Wireless Equipment Discovery & Future Product Ecosystem 01:08:00 Customer Experience vs Traditional Automation 01:15:00 The Future of Connected Pool Equipment 01:19:00 Tracker IO & The Future of Pool Service Management 01:27:00 How Data Will Transform Pool Businesses 01:32:00 Future Integration Between Pool Builders & Service Companies 01:35:00 AquaLink Edge Release Timeline & Launch Plans 01:37:00 Final Thoughts & Closing Remarks A special thank you to our Visionary Partners for supporting Pool Nation and helping us elevate the pool industry through education, training, and community: The SPPA BluRay XL AquaStar Pool Products Natural Chemistry Raypak Heritage Pool Supply Group Hayward Pool Products Poolside Tech Pool Brain Nidec / US Motors Encore Brands OnCore Filtration Your commitment to pool professionals helps us continue delivering world-class education and content to the industry.  

Welcome Back Shedheads!This week the guys kick off talking about the Customer Experience with Lego, the Dark Saber build, and check out the new Minas Tiris Set. The boys are watching Invincible, and we hear about some other new viewing recommendation. We learn about Tom Green's past as a hip hop artist and wrap things up with the question, What is your useless talent?Support the showWant More Shedtime Podcast?Want to Find the Show on your FAVORITE STREAMING SERVICE?Want more EXCLUSIVE CONTENT only available to the Shedheads?Visit the Shed on the web :http://www.shedtimepodcast.comFind  the Shedtime Podcast on Instagram : @ShedtimePodcast

David's Bridal may be best known for wedding dresses, but the brand's next chapter is about something much bigger: becoming a digital platform for the entire wedding journey.In this episode of Retail Remix, Kate Robertson speaks with Elina Vilk, President and Chief Business Officer of David's Bridal, about how the 75-year-old brand is transforming from a dress retailer into an AI-powered wedding ecosystem. Elina shares how David's Bridal is expanding from “aisle to algorithm,” using tools like the AI-powered Pearl Planner to help brides manage the hundreds of decisions behind every wedding and stay within budget, while also growing wholesale, marketplace and commerce partnerships to serve more of the bridal ecosystem.Key TakeawaysWhy David's Bridal is expanding beyond dresses to support the full wedding planning journey  How expectations toward the modern wedding experience have shifted with added pressures such as social media How the Pearl Planner uses insights from in-store “dream makers” to guide brides through planning tasks  Why David's Bridal now views boutiques, marketplaces and other retailers as partners rather than competitors  How wholesale, AI commerce and smaller-format store concepts are shaping the brand's 2026 growth strategy  Related LinksExplore David's Bridal's wedding dresses, planning tools and Pearl platformGet more retail industry insights from Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix

AI is changing how people discover, evaluate, trust, buy, create, hire, and compete. The bigger question is whether your business model is built to survive a future where attention is fragmented, trust is harder to earn, execution is easier to automate, and buyers have more options than ever. Learn how to activate the M.A.S.S. Effect Business Model, a strategic ecosystem built around: • Media to create attention, trust, authority, and discoverability • Assets to create scalability, leverage, and income beyond your direct time • Strategy to create clarity, alignment, interpretation, and better decisions • Systems to reduce friction, support consistency, and keep the business moving Many businesses are addicted to acquisition because they never built retention. In an AI accelerated world, that becomes dangerous because information is easier to access, skills are being compressed, and execution is becoming automated. The real value now shifts toward trust, experience, clarity, influence, systems, and community. The future belongs to adaptive businesses that can evolve with the market, keep customers connected, turn trust into retention, and scale without breaking the founder, team, or customer experience. If your business grew tomorrow, could it actually hold the growth, or would the model collapse under the weight of what you asked for? Beyond The Episode Gems: Buy Troy's Book, Strategize Up: The Blueprint To Scale Your Business StrategizeUpBook.com Discover All Podcasts On The HubSpot Podcast Network Get Free HubSpot Marketing Tools To Help You Grow Your Business Grow Your Business Faster Using HubSpot's CRM Platform Support The Podcast & Connect With Troy:  Rate & Review iDigress: iDigress.fm/Reviews Follow Troy's Socials @FindTroy: LinkedIn, Instagram, Threads, TikTok Subscribe to Troy's YouTube Channel For Strategy Videos & See Masterclass Episodes Need Growth Strategy, A Keynote Speaker, Or Want To Sponsor The Podcast? Go To FindTroy.com

Nostalgia isn't just "remembering the good old days." It's a bittersweet emotion—the strange mix of warmth, loss, pride, and longing that can make you feel good… even when the memory you're describing sounds objectively terrible. In this episode, Colin and Ryan dig into why nostalgia is so powerful (and why it's everywhere right now). They explore the paradox: people don't just get nostalgic about the happy stuff—they also get nostalgic about the hard stuff, because it becomes part of identity ("I survived," "it made me," "we were close," "look how far we've come"). And for Customer Experience? Nostalgia isn't retro wallpaper. It's an emotional lever tied to belonging, meaning, and identity—exactly the things that shape customer decisions. What you'll hear in this episode Why nostalgia is pleasant and painful at the same time Why people compete over who had it worse How nostalgia acts like an emotional "anchor" during uncertainty How brands "clone" nostalgia in advertising—and why it works when it's authentic Quote of the episode "Nostalgia isn't about reliving the pain—it's about reliving the meaning." — Colin Shaw Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

What's broken in customer experience today—and why does it feel harder than ever to get real help? In this episode of Time to Reset, customer experience expert Barbara Khozam reveals why businesses are losing customers despite better technology, faster systems, and more automation than ever before. The problem? We've optimized for efficiency—but forgotten how to connect as humans. You'll learn: Why “processing customers” is hurting your businessThe critical gap between digital experience and human interaction3 overlooked customer touchpoints that make or break loyaltyHow small details (like greetings and follow-ups) create massive impactWhy leadership—not employees—is often the root of poor customer serviceHow to gather meaningful customer feedback (without annoying people) If you're a business owner, leader, or anyone responsible for customer or client experience, this conversation will help you rethink how you show up—and how your customers feel. Key takeaway:

Send us Fan MailAre missed phone calls quietly costing your business customers and trust?In this episode of Imperfect Marketing, Kendra sits down with Laurent to talk about the rapidly evolving world of AI, specifically voice AI, and why it's becoming one of the most important tools for small businesses.Laurent shares his perspective after more than 20 years in digital marketing, SEO, e-commerce, and technology. Together, they explore how businesses are using AI to improve customer communication, create stronger trust, and avoid losing opportunities through missed calls and poor customer experiences.This conversation goes beyond prompts and automation. It dives into the human side of AI, including emotional intelligence, customer trust, and why understanding your audience still matters more than any tool.You'll also hear:Why voice AI is making a comeback in business communicationHow AI receptionists can support local businessesThe surprising SEO benefits of voice AIWhy AI should enhance humans, not replace themPractical advice for business owners who feel overwhelmed by AILaurent also shares one of the best perspectives on AI adoption we've heard yet: if you missed one wave of technology, don't worry, another train is always coming.If you've been wondering how AI can actually help your business in a practical, customer-focused way, this episode is packed with insight.About Our GuestLaurent is an entrepreneur and AI innovator specializing in voice AI technology for local businesses. With more than two decades of experience in digital marketing, SEO, SEM, e-commerce, and web ventures, he now focuses on helping businesses improve customer trust and communication through AI-powered voice solutions.Connect with LaurentLaurent welcomes questions and conversations from listeners. Visit the website above to connect through their social channels.

Realities Remixed, formerly known as Cloud Realities, launches a new season exploring the intersection of people, culture, industry and tech.Life sciences are at a turning point, where scientific innovation, regulatory pressure, and patient expectations collide with unprecedented advances in data, AI, and digital platforms. IT is no longer a supporting function but a critical driver of how therapies are discovered, developed, scaled, and delivered safely and at speed.This week, Dave and Rob kick off the Life Sciences mini‑series with Thorsten Rall, Global Industry Lead for Life Sciences at Capgemini, to exploring the current state of the sector, the key themes shaping the episodes ahead, and what it takes to drive better patient outcomes. TLDR00:30 – Introduction to Life Sciences and co‑host Thorsten Rall04:37 – Hang‑out: Navigating Waterloo Station07:50 – Deep dive with Thorsten Rall into the Life Sciences landscape28:03 - What are the main challenges in the sector and main themes45:31 – BBQ season is starting HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/with co-host Thorsten Rall: https://www.linkedin.com/in/thorsten-alexander-rall-b232185/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Realities Remixed' is an original podcast from Capgemini

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.

How the 90s favorite $4 billion bookstore chain sleepwalked into bankruptcy...

Jeff Dudan's free digital copy of his book What if you could give every customer a luxury experience - without a luxury budget? In this episode of the Unemployable Podcast, Jeff Dudan sits down with Neen James, global keynote speaker, luxury experience strategist, and author of *Exceptional Experiences*, to reveal the exact systems and mindsets that separate transactional businesses from unforgettable ones. Neen breaks down why satisfied customers are your biggest risk (not your biggest asset), how a $6 magazine subscription won a six-figure contract, why every business should think like a hotel concierge instead of a bellhop, and the five luxury levers any company - home services, franchise, B2B, or retail - can apply immediately to create advocates, not just clients. You'll learn: • The difference between a transactional and transformational customer experience • How to systemize thoughtfulness so personalization scales across your team • What luxury brands like Chanel, Delta, and private aviation do differently - and how you can borrow it • Why storytelling and metaphor are free tools that make your business impossible to forget • The Experience Elevation Model: Entice → Invite → Excite → Delight → Ignite • How to create "champagne moments" that turn ordinary service into word-of-mouth marketing • The hidden cost of not paying attention - in business, relationships, and life • Why your satisfied customers are already being poached by your competitors Whether you're a franchisee, franchise brand, home services business, or entrepreneur looking to build a legacy brand, this episode is packed with actionable systems you can start implementing today.  Homefront Brands: https://www.homefrontbrands.com Jeff Dudan: https://www.jeffdudan.com Guest: Neen James Guest YouTube: https://www.youtube.com/user/AussieNeen  Guest Website: https://neenjames.com/  Guest Socials: https://www.linkedin.com/in/neenjames/  #CustomerExperience #LuxuryBusiness #SmallBusinessGrowth #FranchiseBusiness #WordOfMouth #BusinessStrategy #UnemployablePodcast #Neen James #ClientRetention #EntrepreneurMindset Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Jeff Dudan's free digital copy of his book What if you could give every customer a luxury experience - without a luxury budget? In this episode of the Unemployable Podcast, Jeff Dudan sits down with Neen James, global keynote speaker, luxury experience strategist, and author of *Exceptional Experiences*, to reveal the exact systems and mindsets that separate transactional businesses from unforgettable ones. Neen breaks down why satisfied customers are your biggest risk (not your biggest asset), how a $6 magazine subscription won a six-figure contract, why every business should think like a hotel concierge instead of a bellhop, and the five luxury levers any company - home services, franchise, B2B, or retail - can apply immediately to create advocates, not just clients. You'll learn: • The difference between a transactional and transformational customer experience • How to systemize thoughtfulness so personalization scales across your team • What luxury brands like Chanel, Delta, and private aviation do differently - and how you can borrow it • Why storytelling and metaphor are free tools that make your business impossible to forget • The Experience Elevation Model: Entice → Invite → Excite → Delight → Ignite • How to create "champagne moments" that turn ordinary service into word-of-mouth marketing • The hidden cost of not paying attention - in business, relationships, and life • Why your satisfied customers are already being poached by your competitors Whether you're a franchisee, franchise brand, home services business, or entrepreneur looking to build a legacy brand, this episode is packed with actionable systems you can start implementing today.  Homefront Brands: https://www.homefrontbrands.com Jeff Dudan: https://www.jeffdudan.com Guest: Neen James Guest YouTube: https://www.youtube.com/user/AussieNeen  Guest Website: https://neenjames.com/  Guest Socials: https://www.linkedin.com/in/neenjames/  #CustomerExperience #LuxuryBusiness #SmallBusinessGrowth #FranchiseBusiness #WordOfMouth #BusinessStrategy #UnemployablePodcast #Neen James #ClientRetention #EntrepreneurMindset Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

“Customer experience is not about selling a product anymore. It's about selling trust.” Cisco Webex: Turning Agentic AI Into Trusted Customer Engagement, As Cisco Live spotlights agentic AI, security and observability, Vinod Muthukrishnan explains why Webex Customer Experience sits at the front line of AI adoption By Doug Green “Customer experience is not about selling a product anymore. It's about selling trust.” That was the larger message from Vinod Muthukrishnan, Vice President and General Manager of Webex Customer Experience at Cisco, in this Technology Reseller News podcast recorded at Cisco Live. Muthukrishnan connects several of the biggest themes at Cisco Live — agentic AI, observability, security and the network — to the place where they ultimately become real: the customer experience. As AI moves into customer-facing environments, the stakes change. An autonomous agent may access corporate data, customer information, PII and confidential systems. It may then act autonomously and communicate directly with customers, partners and outside entities. Put those steps together, Muthukrishnan says, and the threat surface becomes potentially “infinite.” That is why he argues that AI-powered customer experience cannot be treated simply as a front-end application opportunity. “For me, it's an infrastructure game,” says Muthukrishnan. The ability to observe, secure, manage and respond to AI-driven systems at machine scale becomes essential. The conversation reflects a larger shift in the contact center and customer experience market. AI is no longer just a tool for routing calls, answering routine questions or assisting agents. It is becoming a new operating layer for customer engagement. That creates major opportunities for better service, faster resolution and more personalized interactions. But it also raises new questions about trust, governance, data access and operational control. For Cisco Partners, MSPs and enterprise teams, that changes the conversation. The question is not simply how to add AI to the contact center. The question is how to build a secure, observable and trusted CX environment where AI can operate safely and effectively. Muthukrishnan's message is that Webex Customer Experience is positioned at that intersection. CX is where the promise of AI meets the expectations of real customers. It is also where enterprises will need to prove that autonomous systems can be useful, secure and trusted. In this podcast, Muthukrishnan outlines how Cisco Webex is approaching that challenge and why trusted customer engagement may become one of the defining measures of success in the AI era. Learn more at: https://www.webex.com/contact-center.html

Customer experience is changing rapidly in the era of AI, in large part thanks to agentic tools from tech providers like Adobe. Lara Balazs, chief marketing officer of Adobe, is helping major brands—from Dick's Sporting Goods to Xfinity—understand the common pain points in their customer service workflows that can finally be addressed by AI agents. Balazs spoke with Ad Age about the B2B approach and how she is pitching Adobe's agentic tools to marketers as well as the real opportunities that generative technology can offer today.

George Felix, CMO of Chili's, joins us to tell the story behind one of the most impressive brand turnarounds of recent years. From iconic menu items like chips and salsa and the famous margarita to viral social media moments and creative partnerships, George explains how Chili's became culturally relevant again and reignited growth.Before Chili's, George played a key role in the legendary Old Spice turnaround, and in this episode he shares the lessons he's learned from transforming legacy brands. We discuss the power of nostalgia, making the most of your agency relationships, influencing product and pricing decisions, and why the customer experience often drives more value than advertising alone.Timestamps00:00:00 - Start00:02:07 - The famous Chili's chips and salsa00:03:39 - The famous Chili's margharita00:06:32 - Why Chili's has signature items00:08:01 - How Chili's became one of the biggest brand turnarounds in history00:10:51 - The importance of working with people you trust00:12:26 - George's role in the Old Spice turnaround00:18:10 - How to build the case for increased brand investment00:21:16 - The power of nostalgia for a legacy brand00:25:57 - How George pitched an idea to his creative agency and they bought it00:29:03 - The System1 data for the Chili's ad00:30:45 - Fostering a great client / agency relationship00:38:19 - How experience drives better ROI than marketing00:42:43 - The viral cheese pull trend00:45:45 - How can a brand create cultural relevance?00:48:45 - Chili's brand collaboration with Tecovas Boots00:51:19 - How George has influence over the Product “P” in marketing00:54:51 - How to leverage the Pricing “P”00:57:43 - The concept of “barbell pricing”01:00:27 - What is the most important attribute for a successful CMO?

“We really wanted to make a game that would encourage creators to make more weird stuff.” Low budgets, tight spaces, and a DIY mentality. As it turns out, indie filmmaking and creating escape rooms have a lot in common. James Hamer-Morton & Charlie Bond of Deadlocked Escape Rooms in Reading, UK, know this better than anyone. They joined us on REPOD to talk about creating their quirky, puzzle-driven games. James and Charlie actually met as actors on the set of a film, and they've been partners in life and business ever since. David even wrote a post about one of their projects, Echoes of Darkness: A Star Wars Fan Film . These origins really honed their “do-it-yourself” ethos. As Charlie puts it, “It originally stems from a lack of funds. But also it's enjoyable to do it yourself, and to learn a new skill in the process.” Where Deadlocked really shines though is in their creativity. Their games have quirky mechanics and stories. They've employed clever tricks to make the sets feel larger than they are. Relying on quick wits and creativity have allowed Deadlocked to stay nimble. During the pandemic, they created a wonderful virtual game called The Insiders that gave them global recognition in the escape room world. This led to them giving a talk at the very first RECON about Adapting Your Escape Room Business to New Mediums. James and Charlie have spent the better part of a decade building one of the UK's most distinctive escape room companies. Deadlocked is currently ranked the #1 escape room in the UK, and their newest game, The Reading Witch, recently topped the TERPECA rankings for England. One of my favorite stories from this episode is about the time they were playing an escape room and they stopped mid-game to help the owners fix a broken prop. They are two of the most charismatic, creative, and relentlessly hands-on people in the business, and I hope you enjoy listening to this episode as much as we enjoyed recording it.       Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and the Reality Escape Convention. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   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.   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.   Reality Escape Convention Our convention, RECON, will be in Laval, Quebec Canada on August 16th & 17th, 2026. RECON offers a curated collection of talks and experiences exploring the business and art of escape room and immersive game creation. All are welcome at this event that is crafted around professionals and aspiring professionals.   Production Credits Hosted by David Spira & Peih-Gee Law Produced by Theresa Piazza Supported by Lisa Spira Edited by Steve Ewing Music by Ryan Elder Logo by Janine Pracht

How a Unified Communication System Empowers Employees and Delights Customers  Shep interviews Damon Covey, General Manager of Unified Communications and Collaboration at GoTo. He talks about the importance of tailored, unified communication systems that reduce friction for both employees and customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What advantages do unified communications bring to customer service?  How does integrating multiple channels enhance customer experience?  Why is minimizing friction important for trust and loyalty in service?  What are the disadvantages of generic versus tailored communication tools?  How can automation and AI improve customer support interactions?  Top Takeaways:    The "swiveling chair" problem hurts both customers and employees. Integrating all communication channels into a unified system prevents employees from constantly switching between programs, improving their workflow and eliminating unnecessary friction for customers.   Employees can't provide amazing customer service if they are using slow, broken, or outdated systems. Most of the time, customers are frustrated not because of the person helping them but because of the tools that make solving the problem more complicated.  Fragmented experiences erode customer trust. Whenever a customer has to repeat themselves or start over every time they switch between modes of communication (chatbot, email, phone, etc.), trust drops. Unified systems provide smooth experiences where the next agent knows what happened before and the best tools to help the customer are within easy reach.  Follow the journey that your customers prefer. Businesses need to adapt their communication channels and technology based on what their customers actually want to use. Meet the customers where they are, whether through traditional phone calls, emails, or digital messaging.  Plus, Shep and Damon discuss generational preferences in communication and how unifying these options can improve the customer experience. Tune in!  Quote:   "If you're building everything for everyone, you're special for no one."  About:    Damon Covey is the General Manager of Unified Communications and Collaboration (UCC) at GoTo. Before joining GoTo in 2021,  he served as Vice President of Product Management at Cox Automotive and spent 14 years in leadership roles at cybersecurity company Symantec.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Your contact center agents are not the only people responsible for your customer experience. Every person in your company who touches a product, a process, or a decision is shaping how your customer feels about your brand, whether they realize it or not. Chris Morrissey, General Manager of Customer Experience at Zoom, calls this horizontal CX, and it starts with one question every leader should be asking every employee, every quarter: how did you use what you learned from customers to make a better decision? When that question becomes routine, "not my job" stops being an option. This episode covers what it takes to build that accountability across every role, every channel, and every technology decision your company is making right now. What You Will Learn Why measuring individual interactions instead of full customer journeys causes teams to celebrate outcomes that are actually failures Which voices of the customer most companies are collecting but never routing to the teams making product, marketing, and service decisions Why keeping customers is a bigger revenue lever than acquiring them at scale, and why most recognition and compensation structures have not caught up to that reality What it takes to make store staff, product owners, and agents show up as one brand to a customer who does not care about your org chart Why the pressure to adopt AI fast may be creating a problem worse than the one companies are trying to solve Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Send us Fan MailWhat does it actually take to lead in an era where artificial intelligence is reshaping every industry, every role, and every assumption about how work gets done? On this episode of Navigating the Customer Experience, Yanique Grant sits down with Jack Jendo, founder of BrainDigits, AI strategist, and author of Lead Forward, to explore what the future workplace really looks like and why leadership is the most important skill you can develop right now.Jack brings a perspective shaped by years of working across the Middle East, Europe, and Australia, building AI-powered programs for governments, corporations, and startups. His message is clear: AI is not just a tool. It is a mindset shift, and leaders who understand this will be the ones who define what comes next.WHAT YOU WILL LEARN IN THIS EPISODEJack shares the journey that took him from juggling three jobs during university to running agencies across multiple continents and founding BrainDigits. He talks about why he wrote Lead Forward, a book designed for three types of people he encounters every day: entrepreneurs who are just getting started, senior professionals who feel like their career is winding down when it does not have to be, and leaders in the middle who feel pressure but lack clarity.Jack also introduces a concept that reframes how leaders can use AI: the Digital Twin. Rather than using AI as a general assistant, Jack trains specialized AI versions of himself, one for brainstorming, one for financial strategy, one for business development. He has been building and refining these tools for years, and the result is a thinking partner that reflects his values, his frameworks, and his way of approaching problems.THE FUTURE WORKPLACE: AI FIRST OR AI ENABLED?Jack places AI in the same category as transformative inventions like the printing press and the internet. Each of those disrupted every industry it touched. AI is doing the same. But the change is not primarily about tools. It is about mindset and clarity.He describes two futures emerging for organizations. The first is a company that adopts AI aggressively without understanding what it is doing, relying on automation without the human judgment to direct it. That organization will struggle. The second is a company led by people who know exactly what they need, who operate with ownership and freedom, and who use AI to remove friction and accelerate execution. That is the organization every leader should be building toward.AI IS THE NEW LEADERSHIP SKILLJack and Yanique explore what it means to treat AI as a leadership skill rather than a software category. His view is that every task with a clear process can now be handled by AI. What cannot be automated is knowing what needs to be done, deciding the direction, and leading people through change.The leaders who will thrive are those who invest in training their AI tools the same way they would develop a trusted assistant. Not with generic prompts, but with context, values, goals, and frameworks. That investment is what turns a general tool into something genuinely useful.Jack shares that his two primary tools are ChatGPT, where he has trained a custom model called TwinJack over four years for brainstorming and strategic thinking, and Claude, which he has used for automation over the past year. He describes them as complementary, each with a distinct role, and both trained with the same foundation.KEY INSIGHTS FROM THIS EPISODEExperience compounds. Working across multiple roles and industries, especially early in a career, creates a foundation that multiplies future opportunity.Retirement is not an endpoint. Jack pushes back on the idea that experienced professionals should wind down. Their knowledge, relationships, and judgment are among the most valuable assets available to any organization.Scaling happens during crisis. When others pull back, Jack leans in. His approach is to build capacity, strengthen teams, and expand during periods of pressure because that is when the real growth happens.The guiding question Jack returns to during adversity is simple: remember why you started. It is not about nostalgia. It is about using original purpose as an anchor when clarity is hard to find.BOOKS MENTIONED IN THIS EPISODELead Forward by Jack Jendo https://www.amazon.com/s?k=lead+forward+jack+jendoStart with Why by Simon Sinek https://www.amazon.com/s?k=start+with+why+simon+sinekRich Dad Poor Dad by Robert Kiyosaki https://www.amazon.com/s?k=rich+dad+poor+dadThe Richest Man in Babylon by George S. Clason https://www.amazon.com/s?k=richest+man+in+babylonTOOLS MENTIONEDChatGPT (Custom GPT / TwinJack): https://chatgpt.com Claude (AI): https://claude.ai BrainDigits: https://braindigits.comCONNECT WITH JACK JENDOLinkedIn: https://www.linkedin.com/search/results/all/?keywords=jack+jendo Instagram: Search Jack JendoJack responds personally to every message.FOLLOW NAVIGATING THE CUSTOMER EXPERIENCEX (Twitter): https://x.com/navigatingCX Facebook Community: https://www.facebook.com/groups/NavigatingtheCustomerExperience LinkedIn: https://www.linkedin.com/in/yaniquewagrantcx/ Website: https://yaniquegrant.com/podcasts/

This episode is sponsored by Chris PapinMany businesses offer similar products.Many compete on price.Many spend heavily on marketing.Yet some consistently outperform everyone else.Why?In this episode of MOJO: The Meaning of Life and Business, Jennifer R. Glass sits down with attorney, CPA, insurance professional, and BLABO podcast host Chris Papin to explore one of the most overlooked drivers of business success: the intentional customer experience.Drawing lessons from Disney, Las Vegas hospitality, restaurants, and professional services, Chris explains why great customer experiences are rarely accidental. They are designed.Together, they discuss:• What Disney teaches about customer experience and customer loyalty• Why intentionality matters more than most businesses realize• Lessons small businesses can learn from hospitality leaders• The connection between trust, service, and long-term growth• How to create memorable experiences without overwhelming your team• Why listening may be the most valuable business skill of allIf you've ever wondered why some businesses consistently earn referrals, repeat customers, and lasting loyalty while others struggle to stand out, this conversation offers practical insights you can begin applying immediately.Connect with Chris Papin:Website: papincpa.comPodcast: BLABO (Behave Like A Business Owner)LinkedIn: Chris PapinAbout my guest: Chris Papin brings a truly unique and holistic perspective as an advisor, serving as a powerful bridge between the legal and financial realms. He is one of those rare professionals who is simultaneously a licensed attorney, a certified public accountant, and a life, accident, and health insurance producer. This powerful combination, backed by a Master's in accounting and a Juris Doctor degree, allows him to guide small businesses through complex challenges in strategic planning, compliance, and growth. An award-winning professional recognized for innovation and admitted to practice before the United States Tax Court, Chris is focused on one mission: guiding small businesses toward a brighter tomorrow.Keywords: customer experience, small business, strategic planning, compliance, business growth, legal advisor, financial advisor, life insurance, health insurance, accounting, tax planning, tax compliance, insurance sales, needs analysis, empathetic consulting, client relationships, value proposition, professional services, business disruption, industry innovation, marketing strategy, customer retention, hospitality experience, intentionality in business, emotional connection, customer service training, customer retention strategies, business optimization, customer feedback, business model innovation

Momentum is the thing every CX leader wants and almost nobody hands you. When you're staring at a 12-month roadmap but drowning in daily requests, it's easy to feel like you're working nonstop while nothing actually changes. We built this conversation for that exact moment, and we keep it practical: seven days, one intentional move, and a clear path to visible customer experience impact.We walk through a simple three-step framework we use with leaders who are trying to turn CX strategy into action. First, we orient before we act by choosing where our energy belongs instead of reacting to whatever is loudest. We talk through a clear set of focus areas and how a quick assessment can highlight the biggest gap between the experience you want to deliver and what's getting done right now. Then we get real about focus: protecting time, avoiding data rabbit holes, and picking an outcome you can actually ship in a week.Finally, we make one intentional leadership decision that isn't driven by urgency or the inbox. That decision might be defining what success looks like, revisiting a customer experience mission statement, or having the buy-in conversation you've been avoiding. The goal is not perfection. The goal is momentum you can feel and results you can point to.If you're ready to try the seven-day challenge, listen now, share this with a CX peer who feels stuck, and subscribe so you don't miss what comes next. After you listen, what's the one move you'll commit to this week?Exclusive for podcast listeners: Get your 7-Day Free Trial of CXI MembershipOther Resources Mentioned:Learn more about the CXI Navigator™ framework -- https://experienceinvestigators.com/our-framework/Take the CXI Compass™ assessment -- http://CXICompass.comOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Marketing leaders are being asked to drive more growth with less budget, fewer resources, tighter timelines, and more pressure from every direction while AI is being treated like the shortcut to replace entire marketing teams. But AI will not fix bad strategy, weak alignment, poor customer understanding, or broken marketing fundamentals. In part two of this master class conversation with Matt Hummel, CMO of Pipeline360, the focus moves into what it really takes to become the kind of CMO AI cannot replace. Not by chasing every new tool, adding more MarTech, or hiding behind automation, but by understanding the business as a whole, building trust across departments, speaking the language of revenue, and creating alignment between marketing, sales, product, leadership, and the customer. To lead marketing in a volatile market where expectations keep rising and the old playbook is no longer enough, you need to know how to: • Make sales an ally instead of your bitter rival • Build shared pipeline ownership across marketing and sales  • Communicate risk without becoming defensive • Connect marketing decisions to the larger goals of the business • Set clearer expectations with your team and leadership • Understand resource constraints without using them as excuses • Stay close to customers while leading strategy • Create momentum without pretending there is an easy button The best marketing leaders are not just managing campaigns, tools, reports, and dashboards. They are translating complexity into strategy the business can trust. The reminder is clear: AI will not fix bad strategy. More MarTech will not fix bad marketing. The CMO AI cannot replace is the one who understands the business, earns trust, aligns with sales, leads the team, knows the customer, and gets back to real marketing when everyone else is hiding behind tools. (P.S. If you haven't, listen to Ep. 149 for part one of this masterclass episode) Beyond The Episode Gems: Connect With Matt Hummel on LinkedIn Listen To Troy On Matt's Podcast, Pipeline Brew: The Evolving Role of CMOs & Community Building Visit Pipeline360 website to learn more about how they solve B2B marketers' biggest headaches Buy Troy's Book, Strategize Up: The Blueprint To Scale Your Business StrategizeUpBook.com Discover All Podcasts On The HubSpot Podcast Network Get Free HubSpot Marketing Tools To Help You Grow Your Business Grow Your Business Faster Using HubSpot's CRM Platform Support The Podcast & Connect With Troy:  Rate & Review iDigress: iDigress.fm/Reviews Follow Troy's Socials @FindTroy: LinkedIn, Instagram, Threads, TikTok Subscribe to Troy's YouTube Channel For Strategy Videos & See Masterclass Episodes Need Growth Strategy, A Keynote Speaker, Or Want To Sponsor The Podcast? Go To FindTroy.com  

For years, fashion brands chased younger consumers online, but Frances Valentine has found its edge by doing the opposite. Building a vibrant, social-first brand experience around women 50 and up.In this episode of Retail Remix (and the first hosted by new Retail TouchPoints Editor-in-Chief Kate Robertson), Kate sits down with Katherine Brodie, CMO of Frances Valentine, to discuss how the brand is scaling through video-first storytelling, creator-style content and a deeply engaged community built around color, joy and personal connection. Katherine shares how Elyce Arons — who co-founded the brand with her best friend, the late Kate Spade — has become both the face and personality of the brand across social media, why Frances Valentine treats content creation like its own production studio and how the company is balancing digital growth with expanding retail and wholesale partnerships.Key TakeawaysWhy Frances Valentine has found major success by focusing on the underserved and highly affluent 50+ female consumer  How Elyce Arons' authentic social presence has become a powerful customer acquisition and engagement engine  Why the brand treats social content and video production as a separate, always-on marketing track  How Frances Valentine balances owned digital channels with retail stores and wholesale partnerships to deepen loyalty  Why Katherine believes today's marketers need to understand the full business picture — not just impressions and traffic  Related LinksExplore Frances Valentine's colorful fashion and lifestyle collectionsGet more retail industry insights from Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix

What you'll learn in this episode: Why bad reviews aren't as damaging as you think The golden rule: perception is reality—valid or not How to respond without being defensive The PRO framework (Problem, Result, Offer) for impactful reviews Why stacking good reviews matters more than fearing bad ones    

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Marketing leadership has become one of the most volatile seats in business. CMOs and marketing leaders are often expected to create immediate pipeline, prove instant ROI, fix deeper business issues they did not create, defend brand investment, align sales, understand customers, translate strategy across the organization, and still become one of the first functions questioned, blamed, or cut when growth slows. In part one of this master class conversation, Matt Hummel, CMO of Pipeline360, brings a clear reminder back to the table: great marketing starts with trusting the buyer, knowing the customer, and simplifying how you market. In a market obsessed with performance data, attribution, automation, dark social, buyer signals, and immediate results, more complexity does not automatically create better customer understanding. For aspiring CMOs, current CMOs, marketing leaders, founders, and business owners, this conversation is a valuable look at how to lead marketing without getting trapped in the pressure cooker. It challenges you to rethink what it really means to put the customer at the center, not as a tagline, not as another automation workflow, and not as another dashboard filled with signals, but as a deeper responsibility to understand the person, pressure, timing, risk, and decision behind the purchase. The conversation moves through buyer trust, brand versus demand, customer empathy, attribution, sales alignment, CMO pressure, market timing, and the difference between chasing pipeline and building LTV. It is also a reminder to get out of your lane, understand product, spend time with sales, listen to customers, and learn how the whole business works. Because the best CMOs are not just campaign operators. They are translators, mediators, trust builders, and business leaders who know how to connect marketing to revenue, customer experience, and long term growth. Beyond The Episode Gems: Connect With Matt Hummel on LinkedIn Listen To Troy On Matt's Podcast, Pipeline Brew: The Evolving Role of CMOs & Community Building Visit Pipeline360 website to learn more about how they solve B2B marketers' biggest headaches Buy Troy's Book, Strategize Up: The Blueprint To Scale Your Business StrategizeUpBook.com Discover All Podcasts On The HubSpot Podcast Network Get Free HubSpot Marketing Tools To Help You Grow Your Business Grow Your Business Faster Using HubSpot's CRM Platform Support The Podcast & Connect With Troy:  Rate & Review iDigress: iDigress.fm/Reviews Follow Troy's Socials @FindTroy: LinkedIn, Instagram, Threads, TikTok Subscribe to Troy's YouTube Channel For Strategy Videos & See Masterclass Episodes Need Growth Strategy, A Keynote Speaker, Or Want To Sponsor The Podcast? Go To FindTroy.com  

In this episode, we explore how professional services organizations can reduce project unpredictability by closing the gap between scoping, pricing, and delivery. Banoo sits down with Anish Udayakumar, Senior Vice President of Product Management and Customer Experience at Provus, for a thoughtful conversation on why projects that start with strong plans and healthy margins often end up facing scope creep, resource constraints, margin erosion, and delivery risk.Topics discussed in this episode include:Why margin erosion often goes unnoticed until late in the project lifecycleHow disconnected sales, delivery, operations, and finance workflows create unpredictable outcomesWhy resource availability, skill alignment, and capacity planning should be incorporated earlier in the quoting processHow unified data, AI, and historical project insights can improve scoping accuracy, pricing confidence, and delivery predictabilityLearn more about Provus at https://provus.ai/ Hosted on Acast. See acast.com/privacy for more information.