Podcasts about Customer experience

"Will Shortz has probably done more to elevate public consciousness of puzzles than any other individual in history." For decades, the name Will Shortz has been synonymous with puzzles. Will Shortz is the crossword editor of The New York Times, the puzzle master on NPR's Weekend Edition Sunday, and the only person in the world with a college degree in “enigmatology,” the study of puzzles. inspired my most famous quote from the show—"Well Jeff, I'm good at Sudoku!" (You should check out the accompanying Bonus Aftershow on Patreon for the full story.) He has inspired David and me in our creative endeavors, like our new podcast PG's Playhouse, and he has inspired many of our past guests too. We talk about how crosswords have evolved to reflect pop culture, the impact of mini puzzles, and why wordplay connects people in ways you might not expect. Will Shortz was an absolute delight to interview, and as you can imagine, he was chock full of stories. I especially enjoyed hearing about how he landed a job at Games Magazine. Will also shares his philosophy on creating puzzles:  What I think I'm very good at is creating clues that are going to entertain people. I always think of the audience. I always think of who's going to be solving. I like to push people to their limit. I want people to break through in the end and to be able to solve the puzzle because that's where they get the satisfaction. That's my goal.  His closing thoughts to us were "I want to make the world a little better for being here." Will Shortz has certainly done so for all of us who love puzzles.     Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and COGS. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   Support Us On Patreon Today Love escape rooms as much as we do? At Room Escape Artist, we've been analyzing, reviewing, and exploring the world of immersive games since 2014. We help players find the best experiences, and push the industry forward with well-researched, rational, and reasonably humorous escape room and immersive gaming content and events. By becoming a Patreon supporter, you're not just backing a blog — you're fueling a mission to make the escape room and immersive gaming community stronger, more thoughtful, and more connected. Access exclusive Patreon content such as: The Bonus Aftershow The Spoilers Club Early access to escape room Tour tickets and REA articles. Your Patreon support goes toward our mission: paying our contributors, funding our infrastructure, and supporting deep research and industry advocacy.   PG's Playhouse If you love wordplay, puzzles, and trivia, this is the podcast for you! PG's Playhouse recreates a fun game night, all in a short, 30-minute format. Of course, what's game night without making new friends? We bring on different guests for the different episodes. Each episode features a puzzle packed with wordplay and trivia, a short chat with the guest, and a segment exploring an interesting topic. I hope you'll take a listen and play along with us at PG's Playhouse.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   Production Credits Hosted by David Spira & Peih-Gee Law Produced by Theresa Piazza Supported by Lisa Spira Edited by Steve Ewing Music by Ryan Elder Logo by Janine Pracht  

Transforming Ordinary Interactions into Luxury Experiences  Shep interviews Neen James, leadership strategist, keynote speaker, and author of Exceptional Experiences. She talks about how any business, regardless of size or price point, can create a luxury-level customer experience by focusing on making customers feel seen, heard, and valued.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the common misconceptions about delivering a luxury customer experience?  How can businesses provide a luxury-level service even if they are not selling expensive products?  How does high-quality service contribute to a feeling of luxury for customers?  What are the five luxury levers that businesses can use to elevate their customer experience?  What are the four experience mindsets that influence how customers perceive and value luxury?  Top Takeaways:    Luxury is not just about the price tag. It's about the experience you create for people, whether you're selling a high-end product or something affordable.   Every brand can deliver a luxury-level experience by paying attention to details and adopting a mindset that every customer deserves to feel valued and appreciated, regardless of what they buy or where they shop.  Luxury can sometimes be a divisive term because of the misconception that it is only for the select few. Just as every customer deserves a luxurious experience, every employee is capable of creating it. Whether you're a cashier, a manager, or someone at a front desk, you can deliver luxury through quality service and attention to detail.   A luxury experience often involves engaging all five senses: sight, smell, sound, touch, and taste. For example, some stores let you touch the products, smell good food, or hear pleasant music, making the visit more enjoyable and memorable. This creates a lasting emotional connection that makes people want to come back.   The heart of a luxury experience is making every customer feel important. Listen carefully, pay attention to their needs, and show appreciation for their choices. When you build an emotional connection, it creates loyalty and sets your business apart from the competition.   Not every customer defines luxury the same way. Neen shares the four luxury mindsets; 1. Reluctant and Removed, 2. Pro Prioritizer, 3. Confident and Content, and 4. Luxury Lover. To discover your luxury mindset, take this self-assessment.  Plus, Neen talks about the five actionable "luxury levers" that she writes about in her book, Exceptional Experiences. Tune in!  Quote:   "Luxury is defined with five words: high quality, long-lasting, authentic, unique, and indulgent."  About:    Neen James is a leadership strategist, keynote speaker, and author of several books, including Folding Time: How to Achieve Twice As Much In Half The Time and her latest, Exceptional Experiences: Five Luxury Levers to Elevate Every Aspect of Your Business.    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

In a world saturated with marketing messages, how can brands cut through the noise and create truly resonant experiences that go beyond transactions to create genuine, long-term customer relationships? Agility requires a willingness to constantly adapt and evolve your strategies based on real-time data and customer feedback. It also demands a culture of experimentation and a commitment to iterating quickly on what you learn. Today, we are in New York City at Contentsquare's CX Circle and we're going to talk about leveraging AI and personalization to drive success in direct-to-consumer marketing. To help me discuss this topic, I'd like to welcome Kelly Soligon, VP of Consumer Digital Direct Sales at Microsoft. Kelly, welcome to the show! About Kelly Soligon Kelly Soligon on LinkedIn: https://www.linkedin.com/in/ksoligon/ Resources Microsoft: https://www.microsoft.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Register now for Sitecore Symposium, November 3-5 in Orlando Florida. Use code SYM25-2Media10 to receive 10% off. Go here for more: https://symposium.sitecore.com/Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Did you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions. In this episode of Doing CX Right®, Stacy Sherman shares how to turn these events into strategic drivers of year-round customer experience success. And even if you're hearing this episode after CX Day or Customer Service Week, the lessons still apply because appreciation and connection must not end when the calendar says the celebration is over. Featuring insights from Greg Melia, CEO of CXPA, who shares how CX Day began and why it's become a global movement honoring everyone who delivers exceptional experiences. Learn more at  Book time with Stacy . 

In this conversation, Brian Steiner discusses his journey in scaling short-term rental businesses, particularly focusing on tiny homes. He shares insights on the challenges and strategies involved in building a successful rental business, the importance of team building, and the unique design elements that enhance guest experiences. Brian also outlines future expansion plans and innovations in the hospitality sector.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

Hey CX Nation,In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li,  Co-Founder & CEO of Duckie.ai based in San Francisco, CA.Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes.In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #269 Highlight Reel:**1. AI-Driven Support Is The Future 2. Enhancing CX and EX Through AI 3. Building Customizable AI Support Bots4. Leveraging Engineering For Strategic Growth 5. AI-Powered Customer Feedback Analysis  Click here to learn more about Valerie LiClick here to learn more about Duckie.aiHuge thanks to Valerie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Independente da indústria, a experiência do consumidor (CX) é a conquista máxima da empresa para o engajamento. Edson Lisboa, superintendente de TI do Sicoob, e Thiago Viola, diretor de IA e Dados da IBM Brasil, contam como o mercado financeiro está usando agentes de IA para ganhar vantagem.Este é o quinto episódio da terceira temporada da minissérie BeeYond AI, uma cocriação da The Shift com a IBM Brasil.Confira abaixo outros episódios da minissérie:FinOps na prática: redefinindo a eficiência - a prática garante eficiência operacional, governança e retorno estratégico na era da IA.A força e o futuro das finanças embarcadas - elas levam o banco para além das suas fronteiras e são o novo paradigma do setor.Um novo mainframe para a nova era da IA - Novos modelos de mainframe feitos para IA em tempo real mudam o mercado financeiro.Avanços e impactos dos agentes de IA - Agentes de IA orquestram processos complexos, são autônomos, tomam decisões elaboradas e aprendem com o feedback recebido. Sergio Fortuna, VP de vendas da IBM Brasil, explica por que investir já na tecnologia.A IA como aliada da produtividade. Por que a inovação baseada em dados é tão poderosa quando se soma à inteligência artificial?Transformação sustentável com IA. Como a IA pode apoiar a aceleração da transformação digital e os esforços de sustentabilidade das empresas?Otimizando custos com nuvem híbrida e IA. O que acontece quando a IA entra na equação de FinOps?IA e a personalização do atendimento ao cliente. Porque CX ganhou um “efeito turbo” com uso de Inteligência Artificial.Computação quântica + IA mudam o futuro dos negócios. Uma jornada que está cada vez mais próxima. A The Shift é uma plataforma de conteúdo que descomplica os contextos da inovação disruptiva e da economia digital.Visite o site www.theshift.info e assine a newsletter

Outline00:00 Introduction to Temple of Gainz02:54 Yoni's Home Gym Journey5:44 The Evolution of Temple of Gainz08:33 Challenges and Triumphs in Business11:45 Customer Experience and Branding14:36 Product Development and Innovation17:32 Timeline of Growth and Sales20:14 Marketing Strategies and Community Engagement22:57 The Impact of Social Media and Reviews26:16 Future Plans and Expansion41:36 Building a Personal Gym and Showroom43:59 Establishing Temple of Gainz' Reputation44:57 Navigating Customer Feedback and Sales49:15 Challenges of Running a Fitness Equipment Business01:11:49 The Launch of the QuadSend Machine01:17:31 Designing the Ultimate Home Gym Machine01:22:05 Prototyping and Manufacturing Insights01:28:38 Kickstarter Launch Strategy01:35:38 Integrating New Technologies in Fitness01:50:16 Future Vision for Temple of Gainz

Summary In this episode of the AI for Sales podcast, host Chad Burmeister speaks with Lee Hackett, CEO of Blueprint X, about the transformative impact of AI on sales and customer experience. They discuss how AI enhances sales performance, the importance of hyper-personalization in customer interactions, and the role of AI in managing the sales process. Lee shares insights on the misconceptions surrounding AI, its potential to improve forecasting accuracy, and the future of sales as AI continues to evolve. The conversation highlights the need for businesses to adopt AI technologies to unlock their full potential and drive productivity gains. Takeaways AI is reshaping the sales landscape by enhancing performance. Hyper-personalization will redefine customer experiences. Sales coaching is evolving with AI-driven insights. AI can streamline the entire sales process. Forecasting accuracy is improving with AI technologies. Misconceptions about AI's impact on jobs persist. AI is expected to drive significant productivity gains. The orchestration of sales processes is becoming crucial. Emerging technologies are rapidly changing the sales environment. The future of sales will see increased wealth for top performers. Chapters 00:00 Introduction to AI in Sales 01:26 AI's Impact on Sales Performance 05:52 Enhancing Customer Experience with AI 08:32 AI in Sales Process Management 11:20 AI as a Sales Coach 14:01 Misconceptions About AI in Sales 16:38 AI in Sales Forecasting 20:34 The Future of Sales with AI 23:05 Emerging Technologies in AI 25:04 The Value of Orchestration in Sales 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.

In this special bonus episode, Megan Yagoda Kaplan, Senior Vice President of Customer Experience at Actabl, explains how hotel leaders can unlock performance from technology by partnering with customer success teams. With a background in consulting and a team of former hoteliers, Megan shares how Actabl helps operators align tech adoption with strategic goals and measurable outcomes. This episode shows why customer success is the key to driving real results in hospitality today.Links:Request a conversation with ActablStory: Hotel Equities Invests in the Actabl Platform to Scale with PurposeStory: How Commonwealth Hotels Connected Labor and Finance to Drive Profitability Across Its Portfolio A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Lamar Tyler.

Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Lamar Tyler.

Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Lamar Tyler.

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dive into strategies for boosting restaurant profitability without raising prices. I explain why it's so important to see restaurants as providers of time slots rather than just food and beverage, and how that shift impacts service. I share why the first 20 minutes of the guest experience matter most, plus the tactics I use to improve pacing, satisfaction, and table turns.Takeaways:Most restaurant marketing fails because it's built on guesswork.Awareness doesn't pay the rent, behavior does.If it doesn't move a booking, a purchase or return visit, then it's just noise.We want to align with behavior, not alter it.Triggers turn offers into rituals.The fastest money you can make is in the list you already own.Stop chasing strangers while your regulars gather dust.Create experiences that use desire that already exists.If it wouldn't move you, it probably won't move them.Your marketing must move the needle in your business.Chapters00:00 Introduction to Restaurant Success01:21 Reframing Restaurant Profitability02:51 Understanding Time as Inventory05:45 Optimizing Service for ProfitabilityIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

Hey CX Nation,Here's the first CXWeekly Update from CXC in a long time!This week's episode I walk through some ideas, goals & CTAs that I've learned from the 5 years of building CXC.Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create more customer focused business leader content, including short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.Full candor, we also wanted to celebrate our 5 year anniversary of building CXChronicles. We are approaching 300+ episodes of customer focused business content, we've worked with almost 150+ companies across the world helping them make customer & employee happiness a habit & we are now partnered with some of biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks to name a few. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational details, and hospitality in creating customer evangelists. The conversation emphasizes the need for companies to excel in all areas to build brand loyalty and provide a seamless customer experience. John shares insights on how to audit these components and the significance of training employees in hospitality to enhance customer interactions. Takeways: To create customer evangelists, excel in six key areas. Physical experience often gets overlooked until it's a problem. Atmosphere can transform emotional connections to brands. Ease of doing business is crucial for customer satisfaction. Technical excellence should be a differentiator, not just a requirement. Operational details are often invisible but impactful. Hospitality is about how you make customers feel valued. Training for hospitality is often undervalued in organizations. Regular audits of customer experience components are essential. Improving one area can lead to quick wins in customer loyalty. Chapters: 00:00Introduction to Customer Experience Excellence 01:28The Six Key Areas of Customer Experience 04:13The Importance of Physical Experience 05:55Creating Atmosphere: The Emotional Connection 10:55Functional Ease: Making Business Simple 12:06Technical Excellence: Beyond Competence 13:39Operational Details: The Invisible Backbone 17:23The Role of Hospitality in Customer Experience 21:45Training for Hospitality: Bridging the Gap 24:49The Interconnectedness of the Six Components 30:17Auditing Customer Experience 32:19Quick Wins for Customer Loyalty 34:50Creating Customer Evangelists: The Challenge   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here   Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Before Siri had sass and Alexa started judging your music taste, the original virtual assistant was quietly revolutionizing the '90s—powered by many patents and a whole lot of foresight. Now, as AI goes from buzzword to boss, we ask, will it transform your job, your home… or just steal your knowledge?  This week, Dave, Esmee and Rob speak with Kevin Surace, Futurist, Inventor & "Father" of the Virtual Assistant, about exploring the evolution of AI, what the future might hold, and how disruptive innovation can shake up your organization in ways you might not expect.   TLDR: 00:40 – Introduction of Kevin Surace 05:12 – Rob gets confused by Google Maps reviews and selfies 08:15 – Deep dive into the evolution of AI with Kevin 52:00 – How intelligent agents can help manage digital noise and support mental well-being 1:07:30 – Wrapping up the book the Joy Success Cycle and heading to a concert  GuestKevin Surace: https://www.linkedin.com/in/ksurace/ HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/ ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini 

Marion's LinkedIn ProfileFolks, I can't stress how good this content is, please follow the links:Marion's epic LinkedIn post with an absolute treasure trove of CX knowledgeMarion's post on Building a Unified Journey Framework step by stepLink to Marion's post with her Journey FrameworkConnect 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.

Welcome back to All Things Considered CX, where we dive deep into the evolving world of customer experience.In today's episode, Sean Crichton-Browne, co-author of the thought-provoking book, The Human Culture Imperative, joins us in exploring why company culture is not just a “nice-to-have,” but a mission-critical driver of customer and employee happiness, business growth, and lasting transformation.Sean unpacks his journey from 25 years in sales to helping top organizations put customers at the center of their business through actionable culture-building frameworks. Through personal stories, real-world case studies, and sharp insights, Sean argues that connecting back-end teams with frontline knowledge, empowering employees, and listening deeply to both staff and customers is the secret sauce for sustainable success.They also discuss the impact of rapidly advancing technology—especially AI—on workplace culture, cautioning that while tech enables efficiency, it can never replace the uniquely human aspects of business. With fresh strategies, practical tools like the Market Responsiveness Index (MRI), and leadership lessons you won't want to miss, this episode will inspire leaders and practitioners at every level to think bigger about culture, customer experience, and the future of work.Tune in for an engaging conversation full of bold ideas and actionable takeaways to transform the way you lead, listen, and connect!

Welcome back to All Things Considered CX, where we dive deep into the evolving world of customer experience.In today's episode, Sean Crichton-Browne, co-author of the thought-provoking book, The Human Culture Imperative, joins us in exploring why company culture is not just a “nice-to-have,” but a mission-critical driver of customer and employee happiness, business growth, and lasting transformation.Sean unpacks his journey from 25 years in sales to helping top organizations put customers at the center of their business through actionable culture-building frameworks. Through personal stories, real-world case studies, and sharp insights, Sean argues that connecting back-end teams with frontline knowledge, empowering employees, and listening deeply to both staff and customers is the secret sauce for sustainable success.They also discuss the impact of rapidly advancing technology—especially AI—on workplace culture, cautioning that while tech enables efficiency, it can never replace the uniquely human aspects of business. With fresh strategies, practical tools like the Market Responsiveness Index (MRI), and leadership lessons you won't want to miss, this episode will inspire leaders and practitioners at every level to think bigger about culture, customer experience, and the future of work.Tune in for an engaging conversation full of bold ideas and actionable takeaways to transform the way you lead, listen, and connect!

Send us a textIn this episode of Joey Pinz Discipline Conversations, Joey sits down with William Rubio, CRO of CallTower, live at the MSP Summit in Orlando. William shares his journey of giving back through nonprofits like A Child Is Missing, and how discipline, consistency, and good habits drive both personal and professional success.They dive deep into the world of Unified Communications (UC) and Customer Experience (CX), breaking down how MSPs can leverage platforms like Microsoft Teams, Cisco WebEx, and Zoom to create new revenue streams while strengthening client relationships. William explains why MSPs shouldn't try to do everything themselves, how CallTower enables MSPs to add voice and compliance-ready solutions without the heavy lifting, and the role AI is beginning to play in customer productivity.If you're an MSP looking to scale, improve efficiency, and focus on what you do best, this conversation delivers practical advice on partnership, growth, and discipline. 

In this episode of Builders Wanted, we're joined by Kevin Stang, Chief of Staff to the President of the US Professional Products Division at L'Oréal. Kevin shares his unique perspective on aligning purpose with performance, leading high-powered teams, and fostering innovation in the beauty industry. He highlights the importance of investing in talent, the role of 360 marketers, and the real-world insights and adaptability required to stay ahead of trends.-------------------Key Takeaways:Building strong customer engagement requires a 360-degree approach: balancing B2B and B2C strategies, investing in talent, and fostering cross-functional collaboration.Data should be paired with direct insights from salons and stylists to drive innovation and effective marketing.Speed and adaptability are crucial to keep up with cultural trends, but maintaining authenticity is key to lasting success.------------------- “ What would happen if you had an individual send you a video, you get approval by mid-morning and you're in the content center by the afternoon shooting the content, and it's up within 48 hours? That is the type of speed and change that we've really made internally to help take that story that that storyteller is creating and try to remove all of those operation or hierarchical barriers that exist in very modern or traditional groupings and try to put that at the forefront to allow fast speed and reaction.” – Kevin Stang-------------------Episode Timestamps:‍*(02:12) - The importance of people and talent development at L'Oreal‍*(08:47) - Turning data into actionable insights through field immersion‍*(14:25) - How TikTok and YouTube are transforming stylist training and brand engagement‍*(17:17) - The “storyteller” role in keeping up with trends and authentic content creation‍*(22:43) - Empowering stylists authentically without over-prescription‍*(35:01) - Quick hits ‍-------------------‍Links:Connect with Kevin on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios‍-------------------SponsorBuilders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what's next? Learn more at twilio.com. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

On this episode of Voices of Self Funding, Jeff Walter and Jim Farley discuss their strategic merger, titled "Merging for Independence". They reveal how independent TPAs like JP Farley and PBA are uniting to drive innovation and enhance customer experience, avoiding absorption by larger firms. Discover how this merger focuses on enhanced service with PBA's EOS system and in-house IT, improving operational efficiency, data management, and enabling quick, independent service delivery for customers. The discussion also highlights their future focus on Direct Primary Care (DPC) and the use of nurse navigators to optimize member experience and efficiency. It's a compelling conversation for understanding how TPAs are evolving to offer superior, independent solutions and seamless third-party integration. This episode was sponsored by WLT Software. For more information, visit HCAA.org. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

In this episode, we dive into how AI agents are changing customer support (CX) and operations for DTC brands.Dom Steil, CEO and Founder of StateSet, shares how his platform automates complex tasks like warranty replacements and subscription changes while keeping a personal touch.He explains the difference between AI agents and chatbots, how to maintain data safety and security, and why brands in hyper-scaling mode should adopt this technology to handle increased ticket volume.Topics discussed in this episode:  How AI agents automate complex customer outcomes.What iCommerce (intelligent commerce) means for DTC.Why speed and 24/7 service builds customer trust.How AI agents save customers from subscription cancellation.What integration with DTC tech stacks looks like.How multi-language support works for international brands.What guardrails prevent AI from making errors or "hallucinating".Why hyper-scaling brands need AI to avoid scaling OPEX.What the future of AI-to-AI agent communication is.How to prepare operations for BFCM volume surge.Links & Resources Website: https://www.stateset.com/LinkedIn: https://linkedin.com/in/domsteilX/Twitter: https://x.com/domsteilGet access to more free resources by visiting the show notes at https://tinyurl.com/55m5sdds______________________________________________________ LOVE THE SHOW? HERE ARE THE NEXT STEPS! Follow the podcast to get every bonus episode. Tap follow now and don't miss out! Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/ Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak Partner with us: https://ecommercecoffeebreak.com/podcast-sponsorship/

AI can generate workouts, write macros, and even answer client questions but there's one advantage it will never be able to steal from you: human-first service.In this solo episode of Fitness Business Insights with Matt Robinson, I break down the core service edge that sets great coaches apart, and how to use it to out-serve competitors and stand out in a crowded market.What You'll Learn✅ Why “basics beat brilliant” when it comes to client service✅ The role of responsiveness and clear communication in retention✅ A four-stage breakdown: awareness, enquiry, onboarding, client experience✅ The small human touches AI can't copy — and why they drive referrals✅ A practical challenge to spot and fix low standards in your own business

This special 5th anniversary episode of the Remarkable Retail podcast marks a milestone: five years of insights, disruption, and conversations with the world's most innovative retail thinkers. We reflect on the pod's origin story during the early COVID lockdowns, tracing its evolution from Steve's book Remarkable Retail: How to Win & Keep Customers in the Age of Disruption into an industry-leading show featuring CEOs, founders, and thought leaders shaping global commerce. They share highlights from an impressive guest roster, including Scott Galloway (whose episode remains the most downloaded in the show's history), Artemis Patrick of Sephora, Hal Lawton of Tractor Supply, Chris Nicholas of Sam's Club, Joe Kudla of Vuori, and Neil Blumenthal of Warby Parker. Each clip showcases the powerful themes of customer centricity, innovation, and the relentless pursuit of remarkability.The centerpiece of the episode is a deep and engaging conversation with Seth Godin, returning for his sixth visit. Seth—bestselling author of classics including Purple Cow—first inspired the very language of “remarkability” in Steve's book and the podcast itself. Here, Seth reflects on why being remarkable matters more than ever in an era where “average is dead.” He warns leaders that chasing efficiency or “suck less” strategies won't suffice; brands must create conditions where customers want to talk about them. He draws a sharp distinction between simply being “better” through incremental improvements and being truly remarkable in ways that spark conversation, loyalty, and cultural resonance.Seth also delves into the impact of AI as the biggest societal shift since electricity. Rather than reducing costs by outsourcing tasks, he urges retailers to harness AI to enable new projects and creative possibilities. He illustrates this with his latest Kickstarter project—AI-driven card decks designed to spark learning, decision-making, and storytelling. For Seth, experimentation and accessible tools are the gateway to innovation, and he emphasizes that risk-taking in the AI era costs little but delivers exponential learning.Together, Michael, Steve, and Seth explore enduring themes: knowing who it's for and what it's for, the value of continuous improvement, and why shunning non-believers is essential to staying authentic.  About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

From its early beginnings as a digitally native disruptor to becoming a household name in eyewear, Warby Parker has consistently challenged conventions in retail. Sandy Gilsenan, Warby Parker's chief retail and customer experience officer, explores how the company is reshaping the customer journey and redefining what it means to be an innovative retailer today.(00:00:00) Gilsenan's career path to Warby Parker(00:05:08) The power of omnichannel retail(00:07:43) Who is the Warby Parker customer?(00:10:30) Staying innovative and looking ahead(00:16:20) Harnessing AI to enhance retail(00:20:30) Advice for the next generation of retailersThe National Retail Federation is the world's largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Get ready for Retail's Big Show in NYC• Become an NRF member and join the world's largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 384: The digital strategy behind Mack Weldon's growth• 353: How customer-facing AI will energize retail's future

Complacency can creep into even the strongest B2B partnerships. This episode shares practical ways to keep long-term relationships fresh, valuable, and resilient—without changing your core product. From proactive reviews and co-created thought leadership to milestone moments and small human gestures, you'll learn how to spark momentum your clients can feel and measure.We also explore a “Disruptor Day” exercise to out-innovate yourself, reduce friction, and design micro-surprises that remind clients they're seen and valued. Through the lenses of goals, fears, and energy, you'll see how to turn satisfaction into advocacy.Press play to protect key accounts and strengthen partnerships—and don't forget to subscribe, share with your team, and leave a review with one change you'll try this quarter.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

The first of two episodes recorded live at Ecommerce Expo at ExCeL London where we dive into the challenges and opportunities shaping today's e-commerce landscape. The show was produced in partnership with Exactly.com, who provide payment solutions for businesses with big plans, helping eCommerce scale without scaling costs. Host Russell Goldsmith speaks with a range of founders and industry leaders including: 1/ Saran Talasila, Payment Expert, Exactly.com 2/ Janis Thomas, Managing Director, Look Fabulous Forever 3/ Colin Tate, Senior Manager, Data and CRO Insights, Lebara 4/ Clem Schouteden, Founder and CEO, Kavee 5/ Caleb Slater, CEO and Founder, Cards2Cash From tackling high payment costs, fraud, and cart abandonment, to building trust through seamless checkout, cross-border growth, and AI-driven innovation, our guests share practical insights on creating better customer journeys and scaling online businesses.

Investing in Bizarro World Episodes: https://youtube.com/playlist?list=PLIAfIjKxr02sAztzlJNy1ug5bDvTVZkME&si=w2d_EF-B5jMo1dYD Subscribe to Investing In Bizarro World: @bizarroworld Editor's Note: In June, we did a gold private placement that's already up 95%. In July, we did a copper placement that's already up 393%. In August, we did a uranium deal that's already up 260%. We have warrants in all three deals that are already in-the-money. A new Private Placement Intel deal is open for September. It's high-grade gold and lithium in the US, being drilled right now. Secure your discounted spot before the deal closes on September 10th. Click here: https://bit.ly/4pscssq Or call Jimmy Mengel in Customer Experience at 844-334-4700. —NickMark your calendar: The New Orleans 2025 Investment Conference is almost here.Click here for details: https://neworleansconference.com/hodge/The free version of the 333rd episode of Investing in Bizarro World is now published.Here's what was covered:Macro Musings - Flying solo this week, Nick dove into the bond market, the dollar, and gold. The 10-year yield trends down as the Fed readies a likely September cut, while the 30-year pushes higher — signaling growth ahead despite short-term easing. A weak dollar and lower short yields are tailwinds for gold, which hit fresh record highs near $3,600/oz. Stocks remain near all-time highs, but September seasonality could bring turbulence. Political interference at the Fed looms as Trump threatens Powell's job and hints at dovish replacements.Market Takes - Nick stepped back to trace his career from clean energy beginnings in 2007 through the financial crisis and into resources. The throughline: real things matter. Key themes now:Uranium — Essential for AI-driven electricity demand, nuclear is resurging globally. U.S. needs ~50M lbs annually but produces only ~1M. Trump is fast-tracking projects like Dewey Burdock, where Nick first financed Azarga in 2017 before its Encore buyout.Copper — Added to the U.S. critical minerals list, with a Section 232 investigation underway. Supply deficits and Trump's tariff missteps highlight America's dependence on imports. Projects like Resolution in Arizona show how permitting delays hamper supply.Rare Earths — Déjà vu from 2010–11. China's threats and U.S. inaction left dependence intact. Now MP Materials and recyclers are surging, with government support and Apple partnerships underscoring urgency.Together, these metals — uranium, copper, and rare earths — remain the backbone of energy, defense, and technology.Bizarro Banter - Politics turned local this week. Nick detailed Spokane's deepening homeless crisis and the political dysfunction surrounding Proposition 1, which 75% of voters supported to ban street camping. Instead of honoring the vote, the mayor and city council watered it down and allegedly used late-night threats to sway votes. An ethics investigation is underway, but the press is silent. For Nick, it's a microcosm of U.S. politics: leaders defying the will of the people, prioritizing agendas over democracy. The lesson: remain independent, own assets, and recognize that all politics is local.Premium Portfolio Picks - For paid listeners only. Subscribe here: https://bit.ly/4ndN5s80:00 Introduction3:04 Macro Musings: Bond Yields Diverge. Weak Dollars. Fed's Independence.7:33 Market Takes: Real Things Matter. Critical Minerals. Private Placements. 31:02 Bizarro Banter: Politics Are Local. Will of People. Spokane Homeless 38:14 Premium Portfolio Picks: Protein Play. Gold-Copper Driller. Prospect Generator. (You need to subscribe to Bizarro World Live to get this section) Subscribe here: https://bit.ly/4ndN5s8PLEASE NOTE: There are now two versions of this podcast. 1. Bizarro World Live — Pay $2 per episode to watch us record the podcast live every Thursday and get Premium Portfolio Picks every week. Plus an archive of all premium episodes. Subscribe here: https://bit.ly/4ndN5s82. Bizarro World Free — Published the Monday after the live recording with no Premium Portfolio Picks.Visit our website Daily Profit Cycle for more content like this and more! https://dailyprofitcycle.com/

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told “emotion is a soft skill” by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like translate small emotional gestures into massive financial results. More importantly, she shares a clear framework that shows leaders exactly how to measure emotional ROI and three practical steps you can take this week. By the end, you'll see why emotion isn't a soft skill; it's the new currency of customer experience and the most strategic advantage your business has. Learn more at   Book time with Stacy Sherman through this   Listen to HBC full episode  

In this episode, Shintaro Higashi breaks down 5 unexpected reasons why Brazilian Jiu-Jitsu (BJJ) is more popular than Judo—and it's not just about leg grabs or rule sets. From space efficiency to community building, he takes a thoughtful and honest look at how BJJ has outpaced Judo, especially in the U.S. martial arts scene.

Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes. Annette is the author of multiple books, including Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business; and Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, which provide actionable frameworks for embedding culture, employee experience, and customer experience into business strategy. She is also a sought-after keynote speaker, sharing her expertise with audiences worldwide. A champion of culture-driven transformation, Annette serves as an advisor, mentor, and advocate for organizations looking to elevate their workplace environments, empower employees, and strengthen customer relationships. Recognized as one of the top influencers in the EX and CX space, she continues to shape the industry through her work, writing, and thought leadership. Resources  CX Journey Inc.: https://annettefranz.com/ Please, hit the follow button:  Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

This episode is brought to you by Commerce.Gift shops are more than a post-museum pit stop — they can be retail destinations in their own right.In this episode of Retail Remix, host Nicole Silberstein sits down with Jesse Goldstine, Chief Retail Officer at the Museum of Modern Art (MoMA), to discuss the recent redesign of the MoMA Design Store in SoHo and the unique nuances of museum-affiliated retail.Jesse shares how the iconic museum is connecting culture with commerce in its retail experiences through storytelling, product curation and immersive design. 

What happens when you're suddenly asked to lead the very people who used to be your peers?For Carolynn Smith, that moment came with her first big promotion. It taught her lessons about courage, discomfort, and how leadership often begins by stepping into the unknown.Today, Carolynn is Head of U.S. Service and Enterprise Process Excellence at Prudential Financial. She oversees large-scale transformation efforts and shapes how customer care is delivered at one of the country's leading financial services companies.In this conversation, guest host Karen Lellouche Tordjman sits down with Carolynn to talk about seeking discomfort, the role of AI in reimagining customer experience, and what it really takes to grow into leadership. Along the way, Carolynn reflects on raising a family while rising through the ranks, and why leaning into discomfort has been her best teacher.1:59 Core Values and a Promotion3:13 Business vs. Personal Relationships4:50 Surround Yourself With People Smarter Than You8:18 Seeking Discomfort 10:15 “Work-Life Blend”14:03 AI and Customer Experience17:45 Managing Customer ExpectationsLinks:Carolynn Smith on LinkedInSuchi Srinivasan on LinkedInKamila Rakhimova on LinkedInKaren Lellouche Tordjman on LinkedInAbout In Her Ellement: In Her Ellement highlights the women and allies leading the charge in digital, business, and technology innovation. Through engaging conversations, the podcast explores their journeys—celebrating successes and acknowledging the balance between work and family. Most importantly, it asks: when was the moment you realized you hadn't just arrived—you were truly in your element?About The Hosts:Kamila Rakhimova is a fintech leader whose journey took her from Tajikistan to the U.S., where she built a career on her own terms. Leveraging her English proficiency and international relations expertise, she discovered the power of microfinance and moved to the U.S., eventually leading Amazon's Alexa Fund to support underrepresented founders.Suchi Srinivasan is an expert in AI and digital transformation. Originally from India, her career includes roles at trailblazing organizations like Bell Labs and Microsoft. In 2011, she co-founded the Cleanweb Hackathon, a global initiative driving IT-powered climate solutions with over 10,000 members across 25+ countries. She also advises Women in Cloud, aiming to create $1B in economic opportunities for women entrepreneurs by 2030.Karen Lellouche Tordjman is a Managing Director & Senior Partner at BCG. She has spent over 2 decades in the firm supporting clients across Europe, the US and Latin America. She leads the Customer Experience topic globally for BCG, and is an expert in omnchannel & AI transformation.Subscribe to In Her Ellement on your podcast app of choice to hear meaningful conversations with women in digital, business, and technology.

How to respond to residential school denialism Guest: Sean Carleton, Ph.D Associate Professor, Departments of History & Indigenous Studies Even a Masters Degree won't help you get a job anymore Guest: Viet Vu, Manager of Economic Research at the DAIS Public policy think tank at Toronto metropolitan University Customer Service lines are dropping calls on purpose? Guest: Amas Tenumah,  Author & keynote speaker and consultant in Customer Experience, Technology & Stoicism. The Canada post strike is hitting seniors the hardest Guest: Gabrielle Gallant, director of policy at the National Institute on Ageing What is the Dunning-Kruger Effect? Guest: David Dunning, American social psychologist and professor of psychology at the University of Michigan Learn more about your ad choices. Visit megaphone.fm/adchoices

Customer Service lines are dropping calls on purpose? Guest: Amas Tenumah,  Author & keynote speaker and consultant in Customer Experience, Technology & Stoicism Learn more about your ad choices. Visit megaphone.fm/adchoices

Summary Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company's needs rather than the customer's reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust. In this episode of The Intuitive Customer, I (Colin Shaw) and Professor Ryan Hamilton sit down with Devidas Desai, SVP of Product Leader at ASAPP, to explore how AI that listens is reshaping the way organizations understand and respond to customers in the moment. We delve into why silence doesn't mean satisfaction, why feedback must shift from lagging indicators to real-time signals, and how AI can transform agents into superheroes rather than script-readers. Along the way, Devidas shares his bold vision for the “death of dashboards” and why the future is “anti-dashboard.” If you've ever felt trapped in a maddening customer service loop (looking at you, broadband companies), this episode will resonate. More importantly, it will show you what's possible when organizations finally stop treating feedback as an autopsy and start listening in real time. Best Quote: “AI that listens isn't about replacing humans—it's about keeping the human in the loop, so customers get both speed and empathy in the same conversation.” Davidas Desai, SVP, Product Leader at ASAPP Key Takeaways Feedback as Autopsy: Traditional surveys and dashboards give you a post-mortem, not a diagnosis. By the time you act, the damage is done. Silence ≠ Satisfaction: No feedback often means customers have given up on you—not that they're happy. Real-Time > Real Late: True customer experience happens in moments, not in reporting cycles. AI that listens can capture sentiment, intent, and context as it unfolds. Human in the Loop: AI doesn't replace humans—it augments them. The best systems blend automation with empathy and judgment. Agent Superpowers: With AI, agents can enter conversations fully briefed, emotionally aware, and guided toward the best next step. Less paperwork, more trust-building. Anti-Dashboard Future: Forget drowning in charts. The next wave is conversational dashboards where you ask questions, and AI gives clear, plain-language answers. Trust is the Endgame: Customers, agents, and leaders all need to trust the system. Real-time listening, done right, rebuilds that trust. Resources: Davidas Desai, SVP, Product Leader at ASAPP - https://www.linkedin.com/in/devidasdesai/ ASAPP https://www.asapp.com/   About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025  Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify   This show was recorded in partnership with ASAPP  

Meenakshi Lala is the CEO of UrbanStems, an online floral gifting company that designs, sources, and delivers high-quality, curated bouquets and gifts across the U.S. She brings over two decades of operational experience from leading brands in fashion and retail such as Alice + Olivia, Juicy Couture, and Elie Tahari. Her expertise in scaling complex businesses and building operational excellence now fuels UrbanStems' growth as a leader in the industry.In this episode of DTC Pod, Blaine and Meenakshi explore the complex world of DTC flower delivery: from sourcing stems globally, managing cold chain logistics, forecasting inventory, and reducing spoilage, to ensuring the end customer receives a high-quality bouquet every time. Meenakshi candidly discusses the challenges of seasonality, tariffs, international shipping, and why a robust brand and customer-centric approach are keys to thriving in today's fast-moving e-commerce landscape.Episode brought to you by StordInteract with other DTC experts and access our monthly fireside chats with industry leaders on DTC Pod Slack.On this episode of DTC Pod, we cover:1. The complexities of the floral industry and perishability2. The evolution of e-commerce in the flower business3. Building a robust and agile international supply chain4. Cold chain logistics and fulfillment center operations5. Planning, forecasting, and reducing spoilage in inventory6. Unique challenges: tariffs, customs, and unpredictable events7. Customer experience: packaging, instructions, and communications8. Curation, personalization, and expanding gifting moments9. Driving growth through brand, loyalty, and education10. Lessons learned in leadership and staying agileTimestamps00:00 Meenakshi's career journey and joining UrbanStems04:49 Key learnings from legacy brands and focus on brand ethos07:21 Operational challenges unique to the floral industry11:00 The evolution of flowers in e-commerce and UrbanStems' role14:28 How Urban Stems' supply chain is structured for freshness16:37 International sourcing, design, and bouquet assembly process18:27 Managing supply chain risks: tariffs and customs21:45 Inventory planning, spoilage, and matching supply to demand24:45 Supply chain as a business moat and high-precision operation25:36 Customer fulfillment: hydration, packaging, and experience28:34 Packaging complexities and spec sheets per SKU30:08 Lessons from moving from COO to CEO32:19 How operational expertise shapes strategic leadership34:17 Customer feedback and new initiatives at UrbanStems38:02 Growth channels: brand loyalty, curation, and gifting moments41:58 Biggest CEO learnings and future outlook43:51 Where to find Meenakshi and UrbanStems onlineShow notes powered by CastmagicPast guests & brands on DTC Pod include Gilt, PopSugar, Glossier, MadeIN, Prose, Bala, P.volve, Ritual, Bite, Oura, Levels, General Mills, Mid Day Squares, Prose, Arrae, Olipop, Ghia, Rosaluna, Form, Uncle Studios & many more.  Additional episodes you might like:• #175 Ariel Vaisbort - How OLIPOP Runs Influencer, Community, & Affiliate Growth• #184 Jake Karls, Midday Squares - Turning Your Brand Into The Influencer With Content• #205 Kasey Stewart: Suckerz- - Powering Your Launch With 300 Million Organic Views• #219 JT Barnett: The TikTok Masterclass For Brands• #223 Lauren Kleinman: The PR & Affiliate Marketing Playbook• ​​​​#243 Kian Golzari - Source & Develop Products Like The World's Best Brands-----Have any questions about the show or topics you'd like us to explore further?Shoot us a DM; we'd love to hear from you.Want the weekly TL;DR of tips delivered to your mailbox?Check out our newsletter here.Projects the DTC Pod team is working on:DTCetc - all our favorite brands on the internetOlivea - the extra virgin olive oil & hydroxytyrosol supplementCastmagic - AI Workspace for ContentFollow us for content, clips, giveaways, & updates!DTCPod InstagramDTCPod TwitterDTCPod TikTokMeenakshi Lala - CEO at UrbanStemsBlaine Bolus - Co-Founder of CastmagicRamon Berrios - Co-Founder of Castmagic

Capturing the 50+ Fitness Market with Jay Croft In this episode of The Ideal Business Show, Pat Rigsby interviews Jay Croft, an expert in catering to the over-50 demographic in the fitness industry. Jay shares his extensive background in journalism and corporate communications, detailing his transition to founding Prime Fit Content, which provides marketing materials for fitness businesses targeting older adults. They discuss the importance of focusing on the rapidly growing 50+ fitness market, effective marketing strategies, and the launch of Jay's new book, 'Selling Longevity.' The conversation highlights how gyms can attract and retain older clients by addressing their specific fitness needs and concerns. 00:00 Introduction and Guest Introduction 01:00 Jay Croft's Background in Journalism 01:54 Transition to Fitness Industry 02:20 Identifying the Over 50 Fitness Market 04:11 Prime Fit Content and Marketing Strategies 07:06 Effective Marketing Channels for Older Demographics 11:50 Building Trust and Customer Experience 23:22 Jay's Book: Selling Longevity 26:15 Where to Find More Information

My guest this week is someone who doesn't just talk the talk—he's lived it, built it, and continues to help others do the same. Jay Baer is one of the most dynamic voices in business growth, customer experience, and marketing. He's a New York Times bestselling author of seven business books, the founder of five multimillion-dollar companies, and a Hall of Fame keynote speaker.His humor and insight have captivated audiences around the world. Jay has advised more than 700 brands, including 40 of the Fortune 500, and his expertise has been featured everywhere from NPR and CNN to The Washington Post. And here's the twist—Jay isn't only a strategist and storyteller; he's also a certified tequila sommelier.He's also one of the world's top tequila influencers, blending spirited tastings and unforgettable stories into his talks. From creating iconic marketing frameworks to hosting podcasts like The Spirit Guides and the long-running Social Pros, Jay has cemented his place as a true thought leader.

Client experience is more than good service. In this episode of the PSM Show, Damion Morris and Deirdre Booth talk with Tim Amos, CPSM and Head of Growth at Client Savvy, about how AEC firms can design and manage client experiences that create measurable business results. Tim shares his journey from in-house marketing to leading CX strategy and explains why repeat business does not always equal loyalty. He introduces practical ways to measure client sentiment, including Net Promoter Score and share of spend, and describes how firms can use feedback to inform go/no-go decisions, increase profitability, and strengthen retention. For marketers, this conversation shows how CX can open the door to leadership. Small wins such as mapping the proposal process or implementing a client feedback program can build momentum and demonstrate the connection between marketing strategy and firm performance. The discussion also highlights findings from the SMPS Foundation's research on CX in the AEC industry. Listeners will gain a clear view of how intentional client experience shapes reputation, growth, and long-term success.

In today's episode, we're getting into how and why direct mail can be an impactful part of your retention strategy. We discuss why the first 7–14 days post-purchase are critical, how we're approaching cross-sells and multi-channel retention, what's working from postcards to premium catalogs, and where direct mail fits into our overall growth strategies.We're also joined by Michael Epstein, co-founder of PostPilot, who talks about how the platform makes direct mail fast and easy for brands to actually use. We discuss why coupon codes and QR scans don't tell the full story, how holdout testing gives you a real read on incrementality, and what attribution looks like at the household level. Michael also shares how brands are using predictive targeting and peer benchmarking inside the platform, and why premium catalogs can create a brand moment that digital ads just can't match.If you have a question for the MOperators Hotline, click the link to be in with a chance of it being discussed on the show: https://forms.gle/1W7nKoNK5Zakm1Xv6Chapters:00:00 Introduction06:02 Multi-Channel Retention Strategies17:53 Customer Experience and Retention Management24:00 Direct Mail Campaigns and Effectiveness30:04 Postpilot and Direct Mail Solutions43:39 Revolutionizing Direct Mail Marketing01:03:29 Optimizing Direct Mail Tactics01:19:36 Acquisition Strategies Through Direct MailPowered by:Motion.⁠⁠⁠https://motionapp.com/pricing?utm_source=marketing-operators-podcast&utm_medium=paidsponsor&utm_campaign=march-2024-ad-reads⁠⁠⁠https://motionapp.com/creative-trendsPrescient AI.⁠⁠⁠https://www.prescientai.com/operatorsRichpanel.⁠⁠⁠https://www.richpanel.com/?utm_source=MO&utm_medium=podcast&utm_campaign=ytdescAftersell.https://www.aftersell.com/operatorsRivo.https://www.rivo.io/operatorsPostPilot.https://www.postpilot.com/Subscribe to the 9 Operators Podcast here:https://www.youtube.com/@Operators9Subscribe to the Finance Operators Podcast here:https://www.youtube.com/@FinanceOperatorsFOPSSign up to the 9 Operators newsletter here:https://9operators.com/

In this episode of the Balancing Act podcast, Andy speaks with Sameer Narkar, founder and CEO of Konnect Insights, about the evolution of customer experience management. They discuss the importance of customer service in business success, the role of AI in enhancing customer interactions, and how to empower customer service agents. Sameer shares insights on the challenges of managing customer experiences across multiple channels and the significance of simplicity in software design.  Tune into episode 212 to hear Sameer's story, his rocket-booster moment, and his thoughts on empowering customer experience in the age of artificial intelligence. andrewtemte.com

Send us a textWhat truly defines luxury in travel and events? In this engaging conversation, Joey Pinz sits down with award-winning event producer Cindy Nachman-Senders to explore how the hospitality industry is evolving — and what businesses must know to create unforgettable experiences.Cindy, a nationally respected leader with over 25 years in luxury hospitality and event design, pulls back the curtain on:✨ Why the meaning of “luxury” has shifted post-COVID — and how independent brands are filling the gap.✨ The hidden role of meeting planners and why the best events aren't about hotels, but about strategy, culture, and flawless execution.✨ How speakers, podcasters, and content extend an event's impact long after it ends.

Unlocking the Power of Voice AI: Insights from Mohan GulatiVoice technology is transforming the way we interact with digital platforms, making communication more natural, efficient, and human-like. In a recent episode of The Thoughtful Entrepreneur, host Josh Elledge interviewed Mohan Gulati, Founder and CEO of Thinkrr.AI, about his journey and the innovative ways his company is leveraging voice AI. This episode is packed with actionable insights for businesses, entrepreneurs, and tech enthusiasts eager to harness voice technology for growth and efficiency.How Voice AI is Changing Business CommunicationVoice AI is more than just a futuristic concept—it's a practical tool that can streamline operations and enhance customer experiences. Mohan Gulati highlighted that voice technology allows businesses to handle tasks like inbound calls, appointment scheduling, and lead qualification without constant human intervention. By deploying voice agents, companies can maintain 24/7 availability while reducing operational bottlenecks.Beyond efficiency, voice AI creates a more natural and engaging interaction with customers. Conversational interfaces mimic human speech, conveying nuance, tone, and emotion that text-based communication often lacks. This human-like quality strengthens connections, builds trust, and improves satisfaction in ways traditional methods can't match.For businesses ready to scale, voice AI offers versatility and easy integration. From small agencies to large enterprises, platforms like Thinkrr.AI allow companies to deploy customized solutions quickly, train voice agents with real customer data, and continuously optimize performance. The result is a seamless, scalable system that enhances both efficiency and customer experience.About Mohan GulatiMohan Gulati is the Founder and CEO of Thinkrr.AI, a company dedicated to making voice technology accessible, intuitive, and effective for businesses of all sizes. With a passion for solving everyday problems through AI, Mohan combines technical expertise with a deep understanding of how businesses can leverage emerging technologies to drive growth.About Thinkrr.AIThinkrr.AI is a voice AI platform that enables businesses to deploy conversational agents on websites, phone systems, and other digital channels. Designed for speed, accuracy, and scalability, Thinkrr.AI helps companies automate routine tasks, improve customer engagement, and expand their service offerings. Its solutions are suitable for businesses, resellers, and entrepreneurs looking to integrate cutting-edge voice technology into their operations.Links Mentioned in this EpisodeThinkrr.AI: https://thinkrr.aiKey Episode HighlightsThe vision behind Thinkrr.AI and the inspiration from real-world challengesHow voice AI enhances efficiency, reduces cognitive load, and creates human-like interactionsPractical applications for businesses, including customer support, appointment booking, and lead qualificationBenefits of voice AI: 24/7 availability, operational efficiency, enhanced customer experience, and scalabilityTips for deploying voice AI: start small, train...

Episode #171: Cass and JP, our dynamic duo of the day, bring a whirlwind of laughter and wisdom as they recount their journey from the inception of Iconic Nation Media to celebrating their son Miles' first birthday with a delightful "One Toberfest" theme. Their story is a heartwarming testament to the power of collaboration and community, reminding us that the chaotic dance of entrepreneurship and parenthood can be beautifully harmonious with the right support system. Cass, the branding maestro, and JP, the unwavering pillar of support, share their adventures with infectious joy, making this episode a celebration of creativity, resilience, and shared milestones. As we explore the transformative impact of AI on business operations, we introduce exciting strategies to elevate exposure and streamline processes. Imagine having a branded app that places your business at your customers' fingertips or an AI assistant like "Little Buddy" to automate mundane interactions. These tools promise to revolutionize the small business landscape, offering owners more time to focus on growth and innovation. We dive into the world of AI workshops and concierge services, equipping entrepreneurs with the knowledge to harness these technologies for a competitive edge, and ultimately, a more efficient and engaging customer experience. The conversation doesn't shy away from the trials and triumphs of building a community around shared entrepreneurial values. We highlight the significance of finding the right people who align with your mission and the beauty of unexpected connections that can transform daunting environments into nurturing spaces. Whether it's tackling the challenges of parenthood while running a business or fostering a supportive network through platforms like getvibey.com, Cass and JP's experiences underscore the importance of communication, balance, and mutual growth. This episode is a treasure trove of insights for anyone seeking meaningful connections and sustainable success in their entrepreneurial journey. Chapters: (00:00) Entrepreneurship and Family Success (13:04) Revolutionizing Business With AI Integration (21:32) Entrepreneurial Community Building Quality Life (31:15) Building Entrepreneurial Connections Through Community (35:20) Balancing Parenthood and Entrepreneurship (44:12) Building a Collaborative Entrepreneurial Community Join the Community at: getvibey.com and follow @get_vibey Follow Kimberly on Instagram and TikTok @kimberlylovi or @iconicnationmedia  WATCH us on YouTube and view our brand new studio! 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #267, we welcomed Michele Shane, SVP Business Development at UJet.CX based in San Francisco, CA. UJET is a next-generation cloud contact center platform that leverages AI to modernize the customer experience. The UJet.CX platform & services embed intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines.In this episode, Michele and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #267 Highlight Reel:**1. Human-centric approach to CX & growing your business 2. Power of people over technology & building your vision 3. Slow is smooth & smooth is fast 4. Importance of constant feedback from customers, employees & builders 5. Taking action on the right bits of customer feedback Click here to learn more about Michele ShaneClick here to learn more about UJet.CXHuge thanks to Michele for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Be one of our Pioneer users of the recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of UNSCRIPTED, host Sarah Nicastrosits down with Carrie Toth, VP of Customer Experience at Generac Power Systems, to explore five essential best practices for securing service investments. From assessing organizational dynamics and building relevance to smart storytelling and maintaining agility, this conversation delivers practical strategies for service leaders looking to drive transformation.

In this episode, we explore how to boost engagement and recover sales by moving from clicks to conversations. Giorgio Pagliari, CEO of Spoki, shares how his platform uses WhatsApp and AI to deliver instant customer support, automate communications, and drive revenue growth for ecommerce businesses. He also explains how AI is creating a new era of conversational commerce.Topics discussed in this episode:  Why transactional emails are no longer an effective way to communicate with customers.What makes WhatsApp a powerful communication tool for e-commerce.How to use AI to automate 80% of customer support inquiries.What Spoki does to recover abandoned carts and increase sales.How AI can create a personalized shopping experience for customers.Why the future of commerce is conversational and AI-driven.How to train Spoki's AI agent with your brand's specific language.How a food e-commerce brand increased its revenue by 50% using Spoki.Why a merchant needs a dedicated phone number to get started with Spoki.What a customer-centric approach means for e-commerce success.Links & Resources Website: https://spoki.it/en/LinkedIn: https://www.linkedin.com/company/spokiapp/Instagram: https://www.facebook.com/spokiappFacebook: https://www.facebook.com/spokiappGet access to more free resources by visiting the show notes at https://tinyurl.com/m4c8wsvn______________________________________________________ LOVE THE SHOW? HERE ARE THE NEXT STEPS! Follow the podcast to get every bonus episode. Tap follow now and don't miss out! Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/ Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak Partner with us: https://ecommercecoffeebreak.com/podcast-sponsorship/