Podcasts about Customer experience

Live from the iconic Venetian in Las Vegas, we're rolling out an exclusive mini-series dedicated to AWS re:Invent 2025!Tune in as we sit down with AWS visionaries and take the pulse of the industry on everything shaping the future, Cloud innovation, GenAI, Agents, and the hottest trends making waves.And because what happens in Vegas doesn't always stay in Vegas, we'll spill the latest news, insider buzz, and a little Strip-side gossip to keep things spicy. Dave, Esmee, and Rob continue their discussion with Scott Mullins, MD Financial Services at AWS, on how the sector is rapidly embracing cloud, AI, automation, and real-time data to drive agility and stay compliant. TLDR00:30 – Meet Scott Mullins and hear about his re:Invent experience05:00 – Deep dive conversation with Scott25:56 – Fiiction with The Jetsons GuestScott Mullins: https://www.linkedin.com/in/escottmullins/ HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Live from the iconic Venetian in Las Vegas, we're rolling out an exclusive mini-series dedicated to AWS re:Invent 2025!Tune in as we sit down with AWS visionaries and take the pulse of the industry on everything shaping the future, Cloud innovation, GenAI, Agents, and the hottest trends making waves.And because what happens in Vegas doesn't always stay in Vegas, we'll spill the latest news, insider buzz, and a little Strip-side gossip to keep things spicy. Dave, Esmee, and Rob wrap up their final AWS re:Invent 2025 conversation with Mustafa Isik, Chief Technologist for Sovereignty at AWS, discussing digital sovereignty and its growing regional importance. They close the event with reflections from Matthew Gillard, co-founder of Cuidado Connect and co-host of Cloud Dialogues, along with insights from the team. TLDR01:29 – Meet Mustafa Isik and hear his keynote highlights04:05 – In-depth discussion with Mustafa31:35 – Exploring the line between science fiction and science fact36:26 – Introduction to Matthew Gillard38:55 – Matt shares his re:Invent reflections from a developer's perspective52:12 – The team looks back on re:Invent 20251:00:02 – The team's take on science fiction versus science fact GuestsMustafa Isik: https://www.linkedin.com/in/codesurgeon/Matt Gillard: https://www.linkedin.com/in/mattgillard/ https://cloud-dialogues.com/HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

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.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal intelligence report on the impact of AI on customer experience. They explore the disconnect between AI's potential and its actual implementation in businesses, emphasizing the importance of emotional intelligence and human interaction in customer service. The conversation highlights cultural barriers to effective customer experience transformation and the need for a human-centric approach in the AI era. They also discuss how companies can innovate customer value by leveraging AI effectively. Takeaways: 93% of leaders say their customer experience is broken. AI is still in its infancy and needs careful implementation. Companies are chasing AI for efficiency but missing emotional connection. Cultural dysfunction is a major barrier to customer experience transformation. AI can personalize customer interactions but should not replace human touch. 76% of executives feel behind on AI transformation. Emotional intelligence is crucial in customer experience. AI should supplement, not replace, human interaction. Companies winning with AI are inventing new categories of customer value. A human-centric approach is essential in the AI era. Chapters: 00:00The State of Customer Experience and AI 03:43The Challenges of AI in Customer Experience 08:47Cultural Barriers in CX Transformation 14:03Emotional Intelligence in Customer Interactions 19:07The Human Element in AI Integration 24:21Innovating Customer Value with AI 29:13The Future of Customer Service and AI Links: The Experience Gap, AIs Imminent Impact on CX:  Code and Theory, Wall Street Journal Report Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ 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.

Live from the iconic Venetian in Las Vegas, we're rolling out an exclusive mini-series dedicated to AWS re:Invent 2025!Tune in as we sit down with AWS visionaries and take the pulse of the industry on everything shaping the future, Cloud innovation, GenAI, Agents, and the hottest trends making waves.And because what happens in Vegas doesn't always stay in Vegas, we'll spill the latest news, insider buzz, and a little Strip-side gossip to keep things spicy. Dave, Esmee, and Rob kick off their conversation with Tanuja Randery, Managing Director for Europe, the Middle East & Africa (EMEA), diving into cloud innovation and the call to re:Accelerate Europe. TLDR00:49 – Introduction to Tanuja Randery03:29 – Keynote highlights with Tanuja and a deep-dive conversation31:00 – Imaginary tech and Star Trek GuestTanuja Randery: https://www.linkedin.com/in/tanuja-randery/ HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Live from the iconic Venetian in Las Vegas, we're rolling out an exclusive mini-series dedicated to AWS re:Invent 2025!Tune in as we sit down with AWS visionaries and take the pulse of the industry on everything shaping the future, Cloud innovation, GenAI, Agents, and the hottest trends making waves.And because what happens in Vegas doesn't always stay in Vegas, we'll spill the latest news, insider buzz, and a little Strip-side gossip to keep things spicy.Dave, Esmee, and Rob bring a double-feature conversation on industry innovation—first with Rob Boetticher, Global Technology Leader for Automotive and Manufacturing, followed by Howard Gefen, GM of the Energy and Utilities Industry Business Unit at AWS. TLDR00:42 – Rob Boetticher & Howard Gefen introduced02:00 – Rob's keynote highlights07:52 –  The future of automotive innovation with Rob23:32 – Tech fiction examples25:59 – Howard Gefen introduced28:00 – Howard's keynote highlights31:04 – Howard on the future of Energy and Utilities50:14 – Tech fiction examples GuestRob Boetticher: https://www.linkedin.com/in/robert-boetticher/Howard Gefen: https://www.linkedin.com/in/hgefen/ HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Phil Hamburg's post about the restaurant chains' change to the drive through scriptPrevious CX Patterns episode on bright spots analysisPrevious episode on Bright Spots.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.

The strongest marketing leaders are not the ones with perfect plans. They are the ones who know how to lead through real life.And few people understand that better than Niki Hall and Dayle Hall.Niki, former CMO of Five9, and Dayle, CMO of SnapLogic, join Marketing Trends to share how they balance two big careers, raise a family, and approach marketing from completely different angles.They break down how they support each other through major job shifts, navigate brand versus demand debates, and build teams that can adapt to rapid change. They also explain how AI is reshaping customer experience, what metrics actually matter, and why modern leaders need both operational rigor and creative courage. Key Moments:00:00 Meeting the CMO Couple02:23 How They Met at Cisco05:08 Early Career Moments That Shaped Them08:16 When Their Marketing Paths Split10:11 Growing Up as Marketers Inside Cisco12:00 Balancing Two Big Careers and a Family13:40 The Realities of Career Timing and Tradeoffs15:56 Parenting, Travel, and Real-Life Leadership18:15 Why Community Matters for Working Parents20:38 Helping the Next Generation of Leaders23:20 Marketing in 2026 and the Impact of AI24:43 Brand vs Demand and How They Debate It31:17 What They Learned From Each Other's Strengths32:00 Org Design and Building a Modern Marketing Team51:03 Career Pivots, Pressure, and Personal Growth1:12:54 Lightning Round and Final Takeaways  This episode is brought to you by Lightricks. LTX is the all-in-one creative suite for AI-driven video production; built by Lightricks to take you from idea to final 4K render in one streamlined workspace.Powered by LTX-2, our next-generation creative engine, LTX lets you move faster, collaborate seamlessly, and deliver studio-quality results without compromise. Try it today at ltx.studio Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org. 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 Builders Wanted, we're joined by Sumeet Arora, Chief Product Officer at Teradata. Sumeet shares his insights on the importance of speed and innovation in the fields of data analytics and AI, emphasizing how Teradata delivers impactful business results by transforming complex data challenges into actionable solutions. The discussion dives into product leadership principles, the balance between speed and reliability, and the evolving landscape of analytics.-------------------Key Takeaways:Building strong systems and focusing on velocity enables organizations to innovate quickly without sacrificing quality.Trustworthy, well-modeled data and clear, measurable outcomes are essential for successful AI and analytics.The best product improvements come from listening to customers, obsessing over their problems, and being willing to rethink or remove features.-------------------“ I think it's equally important for people in my role to not just build a great product, but also build it fast. It has to be fast and excellent, both. And doing things faster in this era means that you have to also treat velocity as a product itself.  It's almost like setting up the right system and then great things come out.” – Sumeet Arora-------------------Episode Timestamps:‍*(02:06) - Defining the mission of a builder ‍*(03:12) - Velocity as a product ‍*(07:51) - The shift to invisible, frictionless analytics ‍*(23:04) - Lessons from product failures ‍*(34:28) - Quick hits-------------------Links:Connect with Sumeet 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.

In this Cloud Wars Live podcast, Bob Evans sits down with Hayete Gallot, President, Google Cloud Customer Experience, to explore how Google Cloud is helping enterprises move from AI experimentation to true business transformation. Gallot describes how her organization unifies engineering, consulting, partners, and learning to accelerate time-to-value and scale agentic AI across every function. Together, they dive into Gemini Enterprise, customer successes like Virgin Voyages, and why human-centered change is the real key to AI's future.The AI Turning PointThe Big Themes:Customer Experience Built for the AI Era: Google Cloud created a new Customer Experience organization, led by Hayete Gallot, to match the speed and complexity of AI-driven transformation. Instead of treating AI as a pure technology play, the team unifies industry and solutions experts, customer engineers, consulting, partners, and learning into one group that supports the full innovation lifecycle. That means they can help customers go from idea to minimum viable product to production in a consistent, repeatable way.Ecosystem, Partners, and Curated AI Solutions: Google Cloud's ecosystem strategy is central to scaling AI transformation. Gallot describes deep investment in system integrators — not just training them on technology, but sharing methodologies and scenario-based approaches so they can guide customers toward the right AI choices. At the same time, Google Cloud works with top ISVs to embed AI into their solutions and create compatible protocols for multi-agent experiences.Structuring Tech Teams for Agentic Transformation: AI's rise is forcing technology organizations to evolve. Gallot notes that CTOs and CIOs are asking how to restructure their teams for an “agentic” world. The demand is no longer just for deep technical skills, but also people who understand user experience, behavior, and business workflows. Technology teams are increasingly expected to co-design scenarios with business leaders, not just implement requirements. Looking ahead to 2026, Gallot sees the priority as scaling agentic transformation across divisions.The Big Quote: "Customers are much more mature on AI … When you meet with them, they're [asking] what's in it for me? What am I going to get? When am I going to get it? How do I scale this? They want production, and they want outcome." Visit Cloud Wars for more.

Live from the iconic Venetian in Las Vegas, we're rolling out an exclusive mini-series dedicated to AWS re:Invent 2025!Tune in as we sit down with AWS visionaries and take the pulse of the industry on everything shaping the future, Cloud innovation, GenAI, Agents, and the hottest trends making waves. And because what happens in Vegas doesn't always stay in Vegas, we'll spill the latest news, insider buzz, and a little Strip-side gossip to keep things spicy. Dave, Esmee, and Rob start their conversation with Chandra Pinapala, Director Global Strategic Partners, to explore why strong partnerships are essential for success in Cloud and AI. TLDR00:40 – Back in Las Vegas with highlights from the AWS re:Invent 2025 keynote12:07 – Meet Chandra Pinapala and dive deep into the conversation35:10 – A playful leap into the world of fiction GuestChandra Pinapala: https://www.linkedin.com/in/chandrapinapala/ HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Live from the iconic Venetian in Las Vegas, we're rolling out an exclusive mini-series dedicated to AWS re:Invent 2025!Tune in as we sit down with AWS visionaries and take the pulse of the industry on everything shaping the future, Cloud innovation, GenAI, Agents, and the hottest trends making waves.And because what happens in Vegas doesn't always stay in Vegas, we'll spill the latest news, insider buzz, and a little Strip-side gossip to keep things spicy. Dave, Esmee, and Rob continue their conversation with Tim Murnin, Head of Industry & Partner Strategy at AWS, exploring the evolving role of the CIO, adoption delays, and how trends vary across different sectors. TLDR00:36 – Welcome back with Tim Murnin and the team's highlights from the AWS re:Invent 2025 keynote08:04 – In-depth conversation with Tim, exploring key insights32:05 – Where fact meets fiction, including a look at the flying carGuestTim Murnin: https://www.linkedin.com/in/timmurnin/ HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Simon Robinson, CEO of Holonomics and co-author of "Designing Customer Experiences with Soul." Together, they dive deep into the world of customer experience—tracing Simon's pioneering journey from British Telecom's human factors department to launching one of the world's first mobile internet portals.Simon Robinson also shares insights on why the customer lifecycle should be at the heart of business strategy, not just a marketing exercise, and reveals powerful tools and frameworks that help businesses foster meaningful, soulful connections with customers and employees alike. They'll also discuss the importance of aligning brand, strategy, and customer-centric thinking, and how Simon's visual playbook and operating system offer organizations practical steps to embed these practices—from the C-suite to the front lines.Tune in for a thought-provoking conversation on elevating CX, connecting with soul, and creating genuine value—plus details on how you can access Simon's transformative CX playbook. Don't miss it!

Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with Simon Robinson, CEO of Holonomics and co-author of "Designing Customer Experiences with Soul." Together, they dive deep into the world of customer experience—tracing Simon's pioneering journey from British Telecom's human factors department to launching one of the world's first mobile internet portals.Simon Robinson also shares insights on why the customer lifecycle should be at the heart of business strategy, not just a marketing exercise, and reveals powerful tools and frameworks that help businesses foster meaningful, soulful connections with customers and employees alike.They'll also discuss the importance of aligning brand, strategy, and customer-centric thinking, and how Simon's visual playbook and operating system offer organizations practical steps to embed these practices—from the C-suite to the front lines.Tune in for a thought-provoking conversation on elevating CX, connecting with soul, and creating genuine value—plus details on how you can access Simon's transformative CX playbook. Don't miss it!

In this episode from the archives Tammy is joined by Jessica Hartley, the Head of Design and Customer Experience for CCB Finance, Tech and Data Analytics at JPMorganChase. Jessica has over 20 years of experience helping clients leverage digital innovation and is passionate about driving employee engagement and culture. Tammy and Jessica talk about what authenticity really means at work and why it's so much more than just how you present yourself. Jessica also shares her thoughts on how AI is transforming workplaces and how it can be used to improve both the client and employee experience.Please note that the views expressed may not necessarily be those of NTT DATA.Links: Jessica Hartley Learn more about Launch by NTT DATASee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

"Guests have become more sophisticated and our product needs to follow suit." Disney Theme Parks have always been at the top when it comes to large scale, interactive entertainment attractions. Doris Hardoon is a legendary Imagineer, and we don't use that term lightly. Her creative vision has graced every Disney Castle Park on the planet, from EPCOT to Disneyland and Disneyland Paris to Disney's Animal Kingdom, Disney Cruise Line, and beyond. Doris took a break from Disney to run her own design firm working on museums and other interactive design, but she returned to Disney as the executive creative director and producer for Shanghai Disney Resort. Her career at Disney theme parks and entertainment design has spanned over four decades. She joins us on REPOD to share her design philosophy and some life advice for aspiring designers. She's had a very interesting path in her career, starting with working as a model and becoming a well-known folk singer in Hong Kong in the 1960s and 70s. I especially enjoyed hearing her talk about working on the global theme parks and how “It's important to culturally understand who you're creating the happiest places on earth for.” She talks about how to design spaces that appeal to the local audience while still maintaining an authentic Disney experience. She's now turned much of her time to mentoring the next generation of entertainment designers. In this episode, Doris shares some reflections and advice on how to build the right team to support your creative vision. She also talks about how to manage corporate politics, especially when it comes to large creative companies like Walt Disney Imagineering. Doris Hardoon is a true legend, and I hope you find this episode as inspiring as I did.   Full Show Notes   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  

This week on the KORE Women Podcast, Dr. Summer Watson welcomes Amber Monroe, who is the Senior Vice President of Customer Experience at Paradigm Senior Services. Amber's story is one of grit, growth, and groundbreaking leadership. From losing her mother at age five to becoming a first-generation college graduate and executive leader, Amber has consistently turned adversity into strength. When she was told she wasn't ready for leadership, she proved otherwise and stepped into a role leading 30+ team members and launching the first Women's Employee Resource Group at a major academic health system. In this episode, Amber shares how she champions equity, confidence, and mentorship for women, especially those breaking generational cycles or underrepresented in their industries. Her journey will inspire you to rise, lead, and lift others as you climb. Tune in for an empowering conversation about redefining leadership with authenticity and heart. You can follow Amber Monroe on LinkedIn and at: paradigmseniors.com LinkedIn: https://www.linkedin.com/in/ambermonroe/ Website (current workplace): https://www.paradigmseniors.com/ Thank you for taking the time to listen to the KORE Women podcast and being a part of the KORE Women experience. You can listen to The KORE Women podcast on your favorite podcast directory - Pandora, iHeartRadio, Apple Podcast, Google Podcast, YouTube, Spotify, Stitcher, Podbean, JioSaavn, Amazon and at: www.KOREWomen.com/podcast. Please leave your comments and reviews about the podcast and check out KORE Women on Instagram, Twitter, and Facebook. You can also learn more about the host, Dr. Summer Watson and KORE Women at: www.korewomen.com You can also learn more about Dr. Summer Watson, MHS, PhD, KORE Women, LLC, the KORE Women podcast, KORE Business Solutions (a Virtual Assistant service) and Cross-Generational Consultation Services by going to: www.korewomen.com. Thank you for listening! Please share this podcast with your family and friends. #KOREWomenPodcast #ResilientLeadership #WomenInBusiness #MentorshipMatters #InclusionInAction #BreakingBarriers 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #273, we welcomed Varun Sharma, Co-Founder & CEO of Enterpret based in New York, NY. Enterpret provides custom AI to transform how you understand customers – from feedback chaos into clear, confident action. Harness superintelligence that feels like intuition, so your product and CX leaders never miss a signal.The Enterpret platform supercharges teams via advanced LLMs to help brands like Notion, The Farmer's Dog, and Perplexity build better products and experiences.In this episode, Varun and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #273 Highlight Reel:**1. On a mission to connect product leaders with their customers2. Pioneering customer intelligence with AI 3. Understand your customers wants & needs 4. Creating actionable reporting to lift your CX & EX 5. VOC support to help grow your business Click here to learn more about Varun SharmaClick here to learn more about EnterpretHuge thanks to Varun for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Bring the magic of Disney to your small businesses by showing how exceptional customer service creates unforgettable loyalty.Join me as I chat with Vance Morris, a former Disney executive turned small business owner and customer experience expert. Vance shares how his time at Disney taught him the power of systems, emotional connections, and attention to detail. He explains how these lessons help him create “walk-on-burning-coals loyalty” for his customers. Whether it's using direct mail, personal touches like handwritten notes, or even bringing flowers to fix a service mistake, Vance emphasizes that great customer service is about making people feel valued and remembered.With his signature humor and actionable advice, Vance shows how small businesses can stand out by focusing on the details that build trust and long-term relationships. His approach proves that delivering exceptional experiences isn't just for Disney—it's for any business that cares about its customers.Highlights:Learn how creating consistent systems can make every customer interaction smooth, memorable, and impactful.Discover why emotional connections, like personalized touches in service and marketing, lead to customer loyalty.Understand how creative strategies, like direct mail and thoughtful gestures, keep your business top of mind.Gain insights into turning service mistakes into opportunities to strengthen customer relationships.Explore practical ways to deliver standout customer experiences that build trust and long-term success.Connect with Vance:Website: https://deliverservicenow.comGet Vance's book, Systematic Magic, for free now at https://book.deliverservicenow.com/free-bookIn appreciation for being here, I have some gifts for you:A LinkedIn Checklist for setting up your fully optimized Profile:An opportunity to test drive the Follow Up system I recommend by checking out my website (https://www.sendoutcards.com/u/janiceporter) … you won't regret it.AND … Don't forget to connect with me on LinkedIn and be eligible for my complimentary LinkedIn profile audit – I do one each month for a lucky listener!Connect with me:http://JanicePorter.comhttps://www.linkedin.com/in/janiceporter/https://www.facebook.com/janiceporter1https://www.instagram.com/socjanice/Thanks for listening!Thanks so much for listening to our podcast! If you enjoyed this episode andthink that others could benefit from listening, please share it using the socialmedia buttons on this page.Do you have some feedback or questions about this episode? Leave a note inthe comment section below!Subscribe to the podcastIf you would like to get automatic updates of new podcast episodes, you cansubscribe to the podcast on Apple...

The most dangerous number in customer experience isn't low—it's shiny. In this CX Pulse Check, we unpack why a single score can seduce teams into storytelling that investors love and customers don't feel, and we make a case for the harder, more honest work of proving value creation by cohort, not by kudos. With Rob Markey of Bain & Company and Harvard Business School, we discuss whether customer metrics predict growth or distract from it, and we separate real loyalty from repeat purchase.We go straight at the NPS debate: what the score can predict, where it fails, and how it becomes powerful only as part of a system that links feedback to actions that change renewal, cross-sell, referrals, and cost-to-serve. We talk airlines, captive markets, and the language games behind “loyalty” programs that purchase repetition without building emotional commitment. Then we get practical. You'll hear a little about how to read interaction telemetry for risk signals, and build models that translate service performance—wait times, abandon rates, repeat contacts—into forward revenue forecasts your CFO will respect.This is a great listen for leaders who want both heart and proof: real-time feedback to understand emotion and expectation shifts, behavioral data to see what customers actually do, and investor-ready visuals like tenure curves and revenue per customer by acquisition year. If you've ever wondered how to tell a CX story that earns budget because it earns returns, tune in to this conversation.If this resonates, follow the show, share it with your team, and leave a review wherever you listen to podcasts. Then send in a question you want us to tackle next at askJeannie.vip.About Rob MarkeyAdvisory Partner, Bain & CompanySenior Lecturer, Harvard Business SchoolRob Markey (https://robmarkey.com) is a Senior Lecturer at Harvard Business School and an advisory partner at Bain & Company. The creator of the Net Promoter System, he has spent more than three decades helping companies grow by earning customer loyalty and increasing the value of their customer relationships. He teaches Managing Service Operations in the MBA program at HBS and hosts the Customer Confidential podcast, where he speaks with leaders building customer-centric businesses.He is the co-author of The Ultimate Question 2.0 and a leading voice in the movement toward Customer Capitalism.Follow Rob on...LinkedIn: https://www.linkedin.com/in/robmarkey/Articles Mentioned:- The American Customer Satisfaction Index (ACSI): Quarter 3, 2025 - A Threat Potentially More Damaging Than the Great Recession (American Customer Satisfaction Index) -- https://theacsi.org/news-and-resources/press-releases/2025/11/13/press-release-national-acsi-q3-2025/- CoStar (CSGP) Q3 2025 Earnings Call Transcript (The Motley Fool) -- https://www.fool.com/earnings/call-transcripts/2025/10/28/costar-csgp-q3-2025-earnings-call-transcript/Want 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/)

In this episode, we speak with Jacob Moelter, of SupportNinja. The conversation explores how support teams can move far beyond traditional ticket resolution and contribute directly to customer loyalty, operational clarity, and long-term business growth.In conversation with Lexden CX Head of Consulting, and CX Superheroes podcast host, Jacob explains how many organisations still view support as a cost centre. He shares how SupportNinja helps companies shift this mindset by redesigning support roles, workflows, and metrics so teams can focus on prevention, insight, and value creation. He outlines how frontline teams can become a source of product feedback, behavioural insight, and customer advocacy when they are trained, empowered, and connected to decision-making.You will hear specific examples from SupportNinja clients who have reduced customer effort by simplifying processes and improving knowledge flows. Jacob highlights how small changes, such as clearer ownership of customer issues or faster access to information, can reduce repeat contacts and improve resolution quality. He encourages leaders to ask where their support teams spend the most time and what insights they are collecting but not using.The episode also touches on the future of outsourced CX. Jacob describes how SupportNinja blends technology, human capability, and cultural alignment to deliver support that feels personal and consistent. He shares how companies can build scalable support operations without losing the human touch that customers expect.If you are assessing your support function, planning to outsource, or looking to elevate the role of customer service inside your organisation, this discussion offers practical and actionable guidance.Learn more about Jacob: https://www.linkedin.com/in/jacobmoelter/Explore SupportNinja: https://www.supportninja.com/Learn more about Lexden CX: https://lexdengroup.com/Learn more about Christopher: https://www.linkedin.com/in/christopher-brooks-cx/

In this episode, Julius Carrell, Director at Enactor, breaks down why the future of retail depends on building a flexible blueprint rather than relying on rigid, legacy systems. We explore how retailers can simplify complexity, adapt faster and design technology foundations that actually match the way their business and customers evolve. From the true cost of rigid stacks to the cultural shift required for future proofing, Julius shares practical insights on creating a blueprint mindset that empowers teams, unlocks new journeys and sets retailers up for long term growth.Julius and Enactor will be with me at NRF 2026 and you can book time with the team here.

When will customer service be run entirely by bots? Today, we're talking to Adrian McDermott, CTO at Zendesk, about how AI agents are transforming customer experience. We discuss why automation drives escalation instead of elimination, how Zendesk is moving from seat-based to outcome-based pricing with their resolution platform, and why the future of leadership requires being more like a slot machine than a vending machine. Thank you to Digital Ocean for sponsoring this episode. For simple cloud and powerful AI that's built to scale, check out Digital Ocean here. All of this right here, right now, on the Modern CTO Podcast!  To get learn more about Zendesk, check out their website here.

Today's guest is Kyle Hathorn, Director of Customer Experience and Strategy at the First National Bank of Omaha. FNBO is a regional bank founded in 1857 that provides retail and commercial banking services across eight states. Kyle brings extensive experience in designing customer journeys and integrating technology to meet evolving expectations. Kyle joins Emerj Editorial Director Matthew DeMello to discuss how financial services leaders can leverage data and AI to create seamless, personalized, and human-centered customer experiences. He also shares practical strategies for measuring engagement, optimizing workflows, and scaling AI-driven personalization while maintaining trust and compliance. Want to share your AI adoption story with executive peers? Click emerj.com/e2 for more information and to be a potential future guest on Emerj's flagship 'AI in Business' podcast! Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

This episode is brought to you by Commerce.Private label brands aren't just supporting acts anymore — many are becoming stars in their own right, and Anthropologie's Maeve label is proving the point.In this episode of Retail Remix, host Nicole Silberstein sits down with Anu Narayanan, President of Women's and Home at Anthropologie Group, to go inside the decision to elevate Maeve from an in-house favorite to a standalone brand with its own stores, website and social presence.Anu shares how the decision was rooted in clear customer demand — millions of searches, TikTok engagement and a fiercely loyal fan base — as well as a bold vision for how Maeve can evolve while still staying connected to Anthropologie's DNA. From boutique-style store design to influencer-led storytelling to curated multi-brand assortments, Maeve is charting its own path into the future.Key TakeawaysThe strategic choice to open first stores in markets like Raleigh, N.C. and Atlanta rather than major coastal cities;How Anthropologie is differentiating Maeve's boutique store aesthetic from its core stores;Inside Maeve's marketing engine from TikTok and the company's first Substack to a growing community of influencer “Mavens”; Why Maeve standalone stores are multi-brand and which brands are being brought in;The role of catalogs (yes, catalogs) in modern brand storytelling and customer engagement;PLUS Anu's top merchandising tip for any kind of store.Related LinksExplore Maeve's latest collections and campaign storytellingRelated reading: Anthropologie Promotes Maeve to Standalone Brand, Plans Stores and Exclusive Catalog Stay ahead with more retail insights and analysis from Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

Discover why businesses with strong omnichannel strategies retain 89% of customers compared to just 33% for weak engagement. Learn how consistent messaging across platforms, data-driven personalization, and strategic content distribution create unified experiences that boost loyalty and increase customer lifetime value by 30%. JTek Resources City: Oklahoma City Address: 12101 North Macarthur Boulevard #227 Website: https://jtekresources.com

In this episode, we unpack the R-Factor — Frequent Quality Contact — and why it's the secret weapon behind every world-class customer experience. We share three real life case study examples of what makes a great customer service recovery experience. You'll learn how the right people, trained the right way, create moments that turn customers into raving fans and natural promoters. Featuring timeless wisdom from Jeff Bezos, James Cash Penney, Kerry Stokes, Lao Tzu, Gandhi, Les Brown and more, we explore the mindset shift from customer service to customer helping. Discover how great communication, proactive problem-solving, and genuine care transform your business into a loyalty-driven powerhouse. Free link to CZ6 Sales and Business Growth community group https://lfbbcz6sales.app.clientclub.net/courses/offers/b366de1c-363e-4bd3-b840-4a6e3d2497fa 3. Unlock Exclusive Tools and Resources Members get free access to:   Live online sessions and mini-workshops Templates and green sheet tools Action checklists and diagnostics Sales mindset and visualisation training Early invitations to events and certifications "You'll start using the same tools we use with CEOs, executives, and sales teams across industries."   Join Free. Learn Fast. Grow Strong.   No hidden fees. No spam. Just real strategies, tools, and support to help you sell more, lead better, and grow your business.  

In this episode of the REB Business Empowerment Showcase, editor Liam Garman sits down with Ben White, co-founder and CEO of Ailo, and Jodie Stainton, Harcourts Solutions Group director of property management, to examine the forces redefining modern property management, from new technology to cultural change, and shifting consumer expectations. White charts the sector's evolution across three major waves: the digitisation of paperwork, the rise of cloud connectivity, and now a third wave focused squarely on the customer experience. He explains why this era demands a complete rethink of how landlords, renters, and tradies interact with property managers, and how technology can streamline this shift. Stainton talks about how Harcourts Solutions Group is unpacking new property management models and leading large teams through transformation, sharing why personalised service delivery is becoming non-negotiable, and why culture and team empowerment sit at the heart of any successful change program. The discussion digs into the fear and friction that often accompany technological shifts, and why the agencies that confront this head-on are the ones lifting efficiency, strengthening relationships, and setting new service benchmarks. The episode closes with an emphasis on leadership, alignment, and culture – the foundations that enable property management businesses to innovate, adapt, and thrive. With the third wave of property management now in full swing, White and Stainton reveal why vision, technology and a customer-first mindset will define the next generation of industry leaders.

Pour ceux qui souhaitent rejoindre la #TribuESOA c'est par ici : https://bit.ly/TribuESOAVoici ce que vous obtenez en rejoignant la tribu ESOA :✅ Echangez quotidiennement avec Kahi, Moulaye pour co-construire le podcast mais aussi sur vos difficultés, interrogations et l'actualité en toute simplicité !✅ Accès d'un an à la communauté privée ESOA (La tribe): un réseau exclusif de 200 membres dans 15 pays entrepreneurs et professionnels africains partout dans le monde pour développer votre réseau, échanger, et vous entraider.✅ Accès à tous nos Masterminds, Book Clubs, Meetups, et événements ESOA exclusifs et à tarifs réduits: participez à des sessions interactives avec Kahi, Moulaye, et des experts invités pour enrichir vos connaissances et votre réseau.✅ Le Template du Life Plan de Moulaye et Kahi: des outils concrets pour clarifier vos objectifs professionnels et personnels, adaptés à tous les profils.✅ Le Replay unique du Mastermind du 18 Décembre “Construire son plan de vie”Un contenu exclusif pour vous guider dans la création de votre plan de vie et de carrière.---------Le Podcast "#Entrepreneur State Of Africa" dit tout haut ce que les #entrepreneurs pensent tout bas, avec Kahi Lumumba (Co-Founder & CEO Totem Experience, Adicomdays) et Moulaye Tabouré (Co-Founder & CEO de ANKA (ex-Afrikrea) ). Dans cet épisode, Kahi et Moulaye reçoivent Doungnan Coulibaly, le vétéran des startups et du e-commerce ivoirien avec Yatoo.ci. De cette expérience chez Prosuma à son rôle aujourd'hui de Chief Marketing, Communication et Customer Experience chez la banque AFG Groupe, ce pionnier partage en toute franchise les leçons qu'il en tire. Et au contact de légendes africaines comme les fondateurs de Prosuma (Kassam et Fahkry) et celui de AFG Groupe (Koné Dossongui), il a saisi tellement de choses qu'il nous partage sans détour ici ! -----Ce podcast est produit par Totem Factory by Totem Experience que vous pouvez joindre pour tous vos besoins de production

 Every successful journey is paved with mistakes along the way. In this episode of The Laundromat Millionaire Show, Dave & Carla reveal their biggest mistakes while growing their multi-million dollar chain of laundromats. Additionally, stick around for the end and learn the 5 best decisions they made along the way!Referenced Links: Our Sponsors: H-M Company Drain Troughs: https://www.draintroughs.com & LaundroBoost: https://laundroboostmarketing.comOur Website: https://www.laundromatmillionaire.comOur Online Course: https://dave-menz.mykajabi.com/sales-pageOur Youtube channel: https://youtube.com/c/LaundromatMillionaireOur Podcast: https://laundromatmillionaire.com/podcast/Our Facebook: https://www.facebook.com/laundromatmillionaire/Our Facebook Group: https://www.facebook.com/groups/laundromatmillionaireOur LinkedIn: https://www.linkedin.com/in/dave-laundromat-millionaire-menz/Our Instagram: https://www.instagram.com/laundromatmillionaire/Our laundromats: https://www.queencitylaundry.comOur pick-up and delivery laundry services: https://www.queencitylaundry.com/deliveryOur WDF & Delivery Workshop: https://laundromatmillionaire.com/pick-up-delivery-workshop/Suggested Services Page: https://www.laundromatmillionaire.com/servicesWDF & Delivery Dynamics: A Complete Business Blueprint: https://laundromatmillionaire.com/wdf-delivery-dynamics-a-business-blueprint/The Laundromat Millionaire Insurance Program: https://laundromatmillionaire.com/insurance/Previous Episode – Our Story: https://youtu.be/NpvRxaWmWaYPrevious Episode – Leaving HappyNest: https://youtu.be/gz0-QaNlAoUPrevious Episode- Delivery Failures: https://youtu.be/tkP_Z-Zyn34Previous Episode- Staffing Keys: https://youtu.be/FxcHafohi3gTimestamps 00:00 Episode 110 Intro – Our Mistakes & 5 Biggest Wins02:13 Framing Our “Mistakes”07:24 Acquisition Mistakes – Due Diligence Omissions12:42 Buy or Lease and the Mis-Negotiations18:34 Basements and Bad Landlords20:52 Business Model Mistakes – Unattended Stores25:20 Layout & Machine Mix Regrets31:41 Folding Space Requirements35:57 Seating & Flooring Disasters42:58 Window & Bathroom Re-dos46:13 HVAC Nightmare48:25 Targets for Theft & Vandalism49:55 Marketing Fails54:55 Keeping Toxicity too Long57:22 Employee Handbooks & SOPs1:00:56 Wash-Dry-Fold & Delivery Mistakes – Branding1:05:03 Software Switches1:07:05 Service Area, Pricing & Compensation Blunders1:11:38 Van Selection1:12:38 Our 5 Biggest Wins!1:24:27 Final Thoughts 

Tata Consultancy Services (TCS) and SAP, a global leader in enterprise applications and business AI, have signed a five-year deal to drive enterprise-wide Cloud and Generative AI transformation. SAP is on a journey to transform its operations through accelerated Cloud adoption and Business AI enablement, driving greater speed and efficiency. In line with this vision, TCS will help SAP in streamlining its complex IT landscape, enabling seamless IT operations, and strengthening AI-led capabilities. The collaboration will deliver faster development cycles, lower total cost of ownership, and greater alignment between IT and business goals. This collaboration builds on a two-decade old partnership with SAP as part of which TCS has set up and scaled Enterprise Cloud Services (RISE with SAP) as part of which TCS has contributed to transforming SAP's business model from license-maintenance to pay-per-use Cloud services enabling rapid scalability and agility. Over the next five years, TCS will focus on reshaping SAP's IT business function to accelerate innovation and improve responsiveness to business needs. Dr. Benjamin Blau, Chief Process & Information Officer, SAP, said, "TCS and SAP partnership is built on trust and excellence. TCS's unwavering commitment and collaboration to drive innovations across products has forged a long-lasting relationship with SAP. Together, we are simplifying our customer journeys and accelerating cloud adoption." TCS will support SAP in delivering critical services towards end-to-end lifecycle for IT applications in enterprise IT transformation through a unified, efficient, and AI-powered model. The engagement will be anchored by four strategic Centers of Excellence (CoE) for Generative AI, Business Technology Platform, Business Data Cloud, and Customer Experience. The CoE for Generative AI will drive innovation to embed GenAI capabilities and features within SAP business processes, the CoE for Business Technology Platform is designed to enable faster development of next-gen features based on low-code, no-code solutions, further the CoE for Business Data Cloud will help create uniform data architecture for SAP to productise enterprise data, and the CoE for Customer Experience will identify modern strategies to evaluate customer experience across the value chain. Together, these CoEs will support SAP in delivering solutions, technologies, and processes that empower its customers, partners, and employees to unlock newer avenues for growth. V Rajanna, President, Technology, Software and Services, TCS, said, "TCS and SAP have been a strategic partnership for more than two-decades, enabling enterprises to navigate complex digital transformation journeys. We support the "SAP runs SAP" philosophy and as we enter the next phase, this collaboration shall leverage transformative potential of AI and cloud to unlock new revenue streams, accelerate business growth, and deliver differentiated experiences for enterprise and their customers globally." Over the last two decades, TCS has remained SAP's trusted transformation partner of choice across the value chain. The alliance has enabled clients to unlock the full potential of SAP's enterprise cloud, business AI and data analytics capabilities. TCS has been operating in Ireland since 2001 and today employs over 1,100 people across its Dublin, Letterkenny and other regional locations. The company is recognised as one of the largest employers in the Northwest region. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@I...

Rishi Rana is the CEO of Cyara, a global leader in AI-powered customer experience assurance, helping top brands deliver seamless interactions across voice, digital, and AI channels. Under his leadership, Cyara has expanded testing to 135+ countries, partnered with 330+ carriers, won the 2024 Silver Stevie Award for CX Transformation, and serves clients like Microsoft, Salesforce, IBM, and Walmart. With 25+ years in enterprise SaaS — including over a decade at Microsoft — Rishi is passionate about using technology to enhance customer journeys and operational efficiency, with expertise in omnichannel assurance and generative AI. In this episode… Customer experience can make or break a brand, but delivering seamless interactions across every channel is easier said than done. How can companies ensure their customers always receive fast, accurate, and consistent service, no matter how they reach out? According to Rishi Rana, a seasoned SaaS leader with over 25 years of experience, the key lies in testing, monitoring, and continuously optimizing every customer interaction. He highlights the importance of understanding customer intent, reducing friction, and automating processes to reach where humans cannot. By leveraging AI and advanced testing tools, businesses can ensure omnichannel consistency, prevent failures before they happen, and create experiences that truly retain customers. This approach transforms not only operational efficiency but also customer trust and loyalty. In this episode of the Inspired Insider Podcast, host Dr. Jeremy Weisz sits down with Rishi Rana, CEO of Cyara, to talk about transforming customer experience with AI-powered solutions. They discuss automating contact center workflows, ensuring seamless omnichannel interactions, and leveraging generative AI for smarter service. He also shares his insights on enterprise implementation strategies and lessons from leading global teams.

Accelerating cloud adoption to drive innovation across domains like space, identity, and naval systems presents unique challenges. Success depends on aligning organizational culture, governance, financial models, and regulatory frameworks to enable collaboration, scalability, and software-defined capabilities.  This week, Dave, Esmee, and Rob speak with Danny Polaine, Chief Information Officer at Thales, about the strategic shift to cloud technologies in a high-security sector like defense and the unique challenges that come with it. TLDR:00:52 – Introduction to Danny Polaine03:35 – Rob is confused about the AI privacy dilemma07:40 – Exploring tech in high-security sectors with Danny35:34 – The biggest challenge isn't tech, it's people adapting to new ways of working44:55 – Reflections on the CIO role and a fun story about singing waiters at a wedding Guest Danny Polaine: https://www.linkedin.com/in/danny-polaine-5713454/?originalSubdomain=uk  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

Thanks to James O'Connor for connecting us.Find Nico on LinkedInConnect 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.

When you think of some of America's most recognizable household brands: Brawny, Angel Soft, Dixie, Quilted Northern…there's one company behind them all: Georgia Pacific.
And at the helm of marketing for that incredible portfolio is Jim's guest this week, Laura Knebusch, the Senior Vice President of CPG Marketing and Customer Experience. Laura is a seasoned marketing leader and transformation champion who has spent the past 15 years at Georgia Pacific. She has been the head of marketing for the past two-plus years, and has been focused on modernizing one of the most iconic CPG companies in the world. Under her leadership, Georgia Pacific has become an early mover in retail media and a shining example of how legacy brands can stay relevant in the digital age. Before joining Georgia Pacific, Laura began her career at Procter & Gamble where she developed her grounding in consumer insight and brand discipline. Tune in for a conversation with a leader who is applying a rigor to a new era of marketing, one that's faster, more digital, and more unpredictable than ever before. Recorded live at the ANA Masters of Marketing in Orlando, powered by TransUnion. ---Learn more, request a free pass, and register at iab.com/almPromo Code for $500 of ticket prices: ALMCMOPOD26---This week's episode is brought to you by Deloitte, TransUnion and the IAB.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Hey Friend, Welcome to the “Start That Business” podcast, where I help Christian moms working a corporate job launch their first coaching or consulting business from scratch without quitting their jobs yet. In today's episode, I share how my client created a professional customer experience and officially launched her coaching business all in just 30 days. We built her onboarding process, crafted her client welcome flow, and planned a simple but powerful launch that helped her start serving clients confidently. If you're ready to stop dreaming and finally launch your business, even while keeping your full-time job, this episode will show you the exact steps to do it successfully and sustainably. I pray this blesses you. . .

In this episode The Remarkable Retail Podcast's co-host Michael LeBlanc's guest is with Lauren Price, Senior Vice President, E-Commerce & Digital Marketing for COS North America discussing her impressive career trajectory and work positioning the H&M-owned brand for growth in a competitive, fast-moving fashion retail landscape.Lauren's career began in the early days of luxury e-commerce at Createthe Group, building first-generation online stores for high-end brands . Her path included consulting with Demandware and L2 (Scott Galloway's firm), leading to her first in-house brand role at J.Crew before joining COS—a globally recognized fashion brand known for exceptional quality, timeless style, and meticulous craftsmanship.At COS, Lauren oversees North American marketing and digital commerce, a key growth market. She explains how COS benefits from the resources of a global parent company while operating with the agility of a smaller regional business. This unique position allows for strategic experimentation while maintaining the brand's commitment to premium quality.A highlight from the conversation is COS's viral marketing moment: a $45 T-shirt compared on TikTok to a $15 Uniqlo tee, with the influencer praising COS's superior quality and construction. This sparked organic buzz and significant new customer acquisition, prompting Lauren's team to launch a targeted influencer gifting campaign. The lesson: seize authentic, organic momentum quickly and amplify it with campaigns that focus on authenticity, craftsmanship, and product education—especially to win over savvy Gen Z shoppers.Lauren also tackles the emerging challenge of Generative Engine Optimization (GEO), advising brands to prepare product catalogs for AI-driven search while maintaining current SEO performance. She predicts AI search adoption will accelerate faster than previous digital shifts, urging retailers to run both short-term and long-term optimization in parallel.As the discussion turns to holiday planning, Lauren offers several pieces of practical, results-focused advice. About UsJennifer MarloHead of Content, CommerceNextJennifer Marlo drives industry-leading programming at CommerceNext, drawing on experience from Ascendant Network and iMedia Connection, where she spearheaded content strategies to inspire retail, brand and agency marketing leaders. Guided by the belief that “a rising tide lifts all boats,” Jennifer uses in-person and digital platforms to educate and foster industry collaboration. Steve 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, top retail influencer, keynote speaker and media entrepreneur. 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.

¿Qué pasa cuando detrás de la precisión japonesa hay una filosofía profundamente humana que compite por experiencia y no solo por producto? Isabel de la Parra lidera el área de marketing, experiencia de cliente y producto en Mazda México, dirigiendo a decenas de personas en una industria históricamente masculina… y al mismo tiempo es mamá de dos peques, con una carrera que decidió “pausar” sin renunciar a su ambición. En este episodio hablamos de cómo encontrar tu voz en un entorno altamente demandante, de por qué pausar también es avanzar y de lo que implica decir “no” a una promoción cuando todo el sistema te dice que deberías decir que sí. Isabel comparte cómo diseña journeys de cliente que ponen primero la vida de las personas y luego los procesos, la filosofía de omotenashi (dar con el corazón) dentro de Mazda, el papel de la data sin perder la parte humana y por qué México se ha convertido en uno de los mercados más importantes para la marca a nivel global. Es una conversación para quienes lideran equipos, marcas o proyectos y necesitan recordar que sí se puede crecer profesionalmente sin dejarse fuera de la ecuación.

On this episode of Dinner for Shoes, I sit down with fashion-tech powerhouse Tracy Guarino, president of the wardrobe-tracking app Whering. Think of it as your IRL version of Cher's “Clueless” closet, redesigned for the 21st-century with sustainability at the forefront. We dig into whether AI can really have “taste,” how major brands like Gucci, H&M, and Nike are quietly transforming their creative process with AI data, and why innovation in fashion isn't about replacing humans — it's about elevating human creativity. Fashion, identity, tech, and sustainability all collide here. Of course, I also try Tracy's go-to meal (an algorithmically perfect risotto) while we talk wardrobes and algorithms, and Trish and Kit sniff around out of curiosity.THIS DINNERWild mushroom risotto from The Franklin in Jersey City, NJTHESE SHOESChanel Goatskin & Grosgrain Beige & Black SlingbacksTHIS OUTFITShop my lookCleobella jacketRumored topRŌARI jeansJenny Bird earringsTHESE CHAPTERS00:00 INTRO05:02 THE OUTFIT BEHIND THE SHOES07:30 WHERING FASHION APP10:17 CAN AI HAVE TASTE?13:20 HOW CAN AI HELP FASHION?19:55 HOW NIKE, H&M, & GUCCI USE AI25:45 THE FUTURE OF FASHION X AI28:40 THE ALGORITHM OF PERFECT RISOTTOTHIS PRODUCTIONis created, written, hosted, and produced by Sarah Wasilak.is creative directed and executive produced by Megan Kai.is tech supervised by Nick.includes photos and videos in chronological order by Tracy Guarino, Clueless/Paramount Pictures, Whering, Sarah Wasilak, Vogue Business, Nike, H&M, and KIVISENSE YouTube.  references “Is Fashion Ready For the AI Bubble to Burst?” via Vogue Business; “How Nike Is Using AI to Transform Product Design, Customer Experience, and Operational Efficiency” via AIM Media House; “H&M Continues Its Exploration of Creativity With AI” via H&M Group; “Gucci's AI-Driven Transformation of Luxury Fashion” via AIM Media House; and Gucci Equilibrium. is made with love.Dinner for Shoes is a podcast about style and identity, bridging the gap for anyone who has ever felt like fashion is an exclusive world. Host and shopping director Sarah Wasilak serves thoughtful conversations about industry trends, personal expression, inclusivity, and real life topics. Her Shoe Therapy series brings in honest discussions about mental health with her signature humor and warmth. Each episode begins with a shoe on her plate and shifts into a relaxed dinner style conversation, with appearances from her cats and a bit of humor peppered on top.Dinner for Shoes podcast episodes are released weekly on YouTube, Spotify, and Apple. You can follow along for updates, teasers, and more on TikTok, Instagram, and Facebook. If there are any fashion topics you've been pondering or good eats you think Sarah should try, don't hesitate to send a DM or an email.Dinner for Shoes is an original by The Kai Productions.Follow Dinner for Shoes: @dinnerforshoes on Instagram, TikTok, Facebook, and YouTube Follow host Sarah Wasilak: @slwasz on Instagram Follow producer Megan Kai: @megankaii on Instagram Get in touch: dinnerforshoes@gmail.comTo make this video more accessible, check out YouDescribe, a web-based platform that offers a free audio description tool for viewers who are blind or visually impaired.

"Screenwriting is like a puzzle that the writers are putting together." When a television screenwriter who loves puzzles and immersive experiences turns her attention to creating a boxed puzzle game, the result is beguiling and thoroughly engrossing. The Morrison Game Factory has a deeply intimate and emotional story that pulled at my heartstrings while still engaging my puzzle brain. Screenwriter Lauren Bello created The Morrison Game Factory as puzzle challenge during the pandemic. It would have remained a small one-off game played only by her friends until Rita Orlov of PostCurious played it. She fell in love with the game, and worked with Lauren to produce the game under the PostCurious brand. We originally interviewed Rita of PostCurious on REPOD S2E7 when her award winning game Light in the Mist had just come out. Since then, PostCurious has continually produced hit after hit, including the charming puzzle-focused Ministry of Lost Things series, along with longer epics like Emerald Echoes and Threads of Fate which is a remake of the first game that Rita became known for. PostCurious games are impeccably produced. All the games have authentic-feeling props, heavyweight paper, and a beautiful artistic flair. The puzzles are intriguing, and range from light and playful to complex and layered. The storylines are always interesting and tie into the gameplay. Rita Orlov and Lauren Bello talk about their collaboration. We also spend some time dissecting all the new PostCurious games to hit the market since we last had Rita on Reality Escape Pod. I really enjoyed learning about Lauren's writing process, especially when she described it as a series of waveforms, layering the different plots, storylines, and vibe that she's trying to achieve. If you enjoyed this episode, make sure to check out The Morrison Game Factory and PostCurious' newest game on Kickstarter, Ministry of Lost Things - Case 2: Finders Keypers.   Full Show Notes   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  

What happens when technology meets true customer empathy? In this episode of Rethink Retail: Global Retail Leaders, host Alex Baker sits down with Uttam Kumar, Engineering Manager at American Eagle Outfitters, to discuss: - How engineers are becoming storytellers and changemakers in retail - The real role of AI — beyond recommendations, toward anticipation - Why successful digital transformation starts with people, not tech - Moving from waterfall to agile: lessons from 17+ years in retail systems - How hyper-personalization and data discipline define the next retail decade

In this episode of Clover, I sit down with my former teammate Jordan Lea, now VP of Customer Experience at Plum, to talk about bold career leaps, people-first leadership, and building a meaningful career on your own terms. Jordan shares her journey from a tiny town in North Carolina with dirt roads and cornfields to moving to New York City with no job lined up, flying standby for interviews, taking an unpaid internship in fashion, becoming employee #5 at a fashion tech startup, and eventually finding her sweet spot in HR tech and customer experience.We dig into what it really looks like to grow up inside startups; wearing every hat, building resilience, and learning to say “give me whatever you've got” instead of “that's not my job.” Jordan talks about how she evaluates new opportunities by looking beyond the job description and title to the company's mission, timing in her personal life, and whether there's true alignment with what she cares about. We also get into culture (beyond the buzzword), psychological safety, and her “skill vs. will” framework for coaching and developing people. She shares practical advice for women who feel boxed in or underestimated at work, how to make intentional career pivots into new industries, and how AI can actually free CX teams to be more human, not less.You'll hear us talk about:Taking big leaps: moving to a new city with no safety net, changing industries, and asking “What's the worst that could happen?”Startups as a career accelerator: why being early-stage employee #5 shaped her leadership, adaptability, and ability to “Sherpa” others through growth.Skill vs. will: how she decides when to invest in someone's potential versus when there's a true mismatch.Building real culture: trust, authenticity, and psychological safety as non-negotiables, not just slide-deck values.Career pivots with intention: how to research new fields, show up prepared to conversations, and decide if an opportunity is a “go” or “no-go” for your life.AI + Customer Experience: using AI to streamline the boring parts so humans can focus on relationships, storytelling, and proactive support.Her surprisingly fun productivity hack (involving a giant medicine ball) If you're a woman in leadership, or aspiring to be one, who feels ready for your next leap but isn't sure what it looks like yet, this conversation with Jordan will give you both the mindset and the practical tools to start moving.Connect with Jordan on LinkedIn!

In today's episode, we talk to Antti Kangaslahti. Antti is a customer experience expert with over a decade of experience in top London agencies across a breadth of industries, including FMCG, technology, finance, telecoms, aviation, and education.We chat about the role of expectations in customer experience, why signature human experiences still matter in an industry increasingly obsessed with AI, and his philosophy of "maalaisjärki” - practical, no nonsense and no hype countryside intelligence from Finland

Tech startup veteran Jarrod Morgan joins The Localist to share how he grew ProctorU, navigated pandemic-era challenges, and then pivoted to physical products with Tuff Dog Coatings and Morgan Muscle. This episode is a must-listen for entrepreneurs interested in reinvention, customer-first strategies, and applying tech skills to blue-collar businesses. Mentioned in this episode: Formerly Meazure Learning (Proctor U former) Website - https://www.meazurelearning.com/ Tuff Dog Coating Instagram - https://www.instagram.com/tuffdogcoatings/ Morgan Muscle Cars Instagram - https://www.instagram.com/morganmusclecars/  

Webinar: See what your contacts are doing on Zillow - Mon, Dec 8 - https://followupboss.zoom.us/webinar/register/WN_-jOL8Gu3TZ2IWR_atbijlA#/registrationWhich is the better direction for you: real estate team leader or independent brokerage owner? Or even: independent teamerage owner.Get practical tips and helpful ideas to help you figure out which is right for you from Brad Nix, who helped turn two teams into brokerages. Go inside Path & Post, a brokerage that runs as a unified team of 6 staff and about two dozen agents - with a focus on onboarding and training professional Strategic Guides, creating your own systems and processes, and on making decisions based on core values.Their ultimate metric: 5-star reviews.Watch or listen to this conversation with Brad for insights into:Being open to being wrongThe path to Path & Post, an independent teamerage of 30 peopleWeighing real estate team vs independent brokerage vs independent teamerage for you and your businessMakers, doers, followers, and complainersBuilding systems to handle what your brokerage was doing for youThree core values: Respect, Unity, and the Golden RuleOnboarding and training Strategic Guides rather than real estate agents and the one metric that lets them know it's workingThe evolution of their onboarding and training from WordPress plug-in to Trainual to GuruHow to thoughtfully sequence and structure your training materials (in their case: 500 pieces of content over 90 days)How AI helps their agents become more effectiveThe 6 staff positions on their “lean, mean" teamerageHow exit strategy and consolidation weigh into the future of your real estate businessThe simple process of surprising and delighting your clientsAt the end, learn about season tickets, a bag closet, board games, and a healthy diet for your mind.Mentioned in this episode:→ https://realestateteamos.com/bot→ https://www.getguru.com/→ https://reformationbrewery.com/Connect with Brad Nix:→ https://pathpost.comConnect with Real Estate Team OS:→ https://www.realestateteamos.com→ https://linktr.ee/realestateteamos→ https://www.instagram.com/realestateteamos/

This episode is brought to you by Commerce.Google has always played a central role in the shopping journey, but it isn't a retailer or even a marketplace. In fact, more than 1 billion shopping searches happen on the platform every day, yet Google has never been the endpoint. Now, with the rise of AI, multimodal search and agentic experiences, Google is ready to once again transform how consumers discover and shop for products online.In this episode of Retail Remix, host Nicole Silberstein sits down with Lilian Rincon, VP of Shopping Experiences at Google, to unpack the company's latest innovations — from conversational discovery to virtual Try-on-You to new agentic features that can check stock, call local stores and even buy on your behalf.Lilian shares how Google is approaching AI-powered shopping with a “slow, steady, and user-first” philosophy, why trust and data freshness are non-negotiables, and how Google's massive Shopping Graph gives it a unique advantage in the evolving AI commerce landscape.Key Takeaways:Why Google still sees itself as an ecosystem, not a retailer — and what that says about its ambitions in the realm of shopping;A look inside Try-on-You, Google's new personalized virtual try-on that uses a single selfie to visualize clothing on your actual body;Why conversational shopping has officially arrived — and how it is changing the way people search;How Google's agentic features — including local store calling and automated buying — are tackling real-world shopper pain points; andThe critical role of Google's Shopping Graph in powering trustworthy AI results.Related Links:Explore Google's latest AI-powered shopping featuresRelated reading: As ChatGPT Focuses on Checkout, Google Hones its Shopping ExperienceRead more about the future of retail and commerce innovation on Retail TouchPointsSubscribe and catch up on more episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

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

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