Podcasts about Customer experience

Agility requires more than just speed—it demands relevance and empathy, especially when AI is stepping in to play a bigger role in the customer experience. What if the problem isn't that AI moves too slowly—but that it moves without context, without empathy, and without earning trust?Today we're going to talk about how Agentic AI is changing that—offering a way to transform experience management from reactive to proactive, and from transactional to genuinely helpful. To help me discuss this topic, I'd like to welcome Manisha Powar, VP, Head of Product, Customer Experience Suite at Qualtrics. About Manisha Powar Manisha Powar is a product and business leader specialized in building B2B Enterprise SaaS Products. Passionate about incubating new products and expanding mature products into new markets/use cases. 15+ years of experience in building, growing and scaling teams of high performers to drive innovation and deliver high quality results through data-driven decision making and scrappy execution. Strong leadership track record in delivering strategies to enter new markets that have led to a billion-dollar acquisition and building out global teams to win. Manisha Powar on LinkedIn: https://www.linkedin.com/in/pmanisha/ Resources Qualtrics: https://www.qualtrics.com https://www.qualtrics.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Learn how to stop wasting money per lead on bad CTAs If you're spending thousands of dollars per lead and wondering why your landing pages aren't converting, this episode is for you. The marketing world is obsessed with fancy ads and perfect audiences, but here's what I know - most of the time, your biggest opportunity is sitting right there on your landing page. In this episode, I sat down with Sahil Patel to uncover the shocking truth about why common call-to-action buttons like "Request a Demo" are killing your conversions, and reveal the simple changes that can double your results. We talked about how B2B sales is heading for a massive disruption, just like how Tesla and Carvana completely changed car buying forever. Sahil Patel runs a company called Spiralize and this guy has the proof to back up everything he says. He's tested over 1,500 different websites with millions of visitors, so when he tells you what works and what doesn't, you should pay attention. What I love about Sahil is he doesn't just talk about fancy theories - he breaks down website stuff into simple tips that you can use right now. He shares helpful advice on LinkedIn four times a week, and his superpower is showing businesses exactly why their websites aren't making money and how to fix them today. KEY TAKEAWAYS: "Request a Demo" is the worst-performing call-to-action button because it sounds passive and reminds people they have to talk to a salesperson. "Get Started" and "Get a Demo" are the highest-converting CTAs because they're action-focused and don't feel like you're asking for something. Your landing page headline must match your ad copy exactly - if your ad says "cat food" but your page shows "dog food," people will leave immediately. Younger generations (Gen Z and Millennials) hate phone calls so much that B2B sales will shift toward self-service buying, just like Tesla and Carvana did for cars. You need at least 100 form submissions on each version of your test before you can trust the results and make changes. Shorter, more skimmable landing pages work better than long ones because people spend less than two minutes reading your page. AI can help you write faster first drafts of copy, but humans still need to refine it and create emotional hooks that connect with buyers. Having a therapist before you need one is critical for business leaders because running a company means living through constant ups and downs. Growing your business is hard, but it doesn't have to be. In this podcast, we will be discussing top level strategies for both growing and expanding your business beyond seven figures. The show will feature a mix of pure content and expert interviews to present key concepts and fundamental topics in a variety of different formats. We believe that this format will enable our listeners to learn the most from the show, implement more in their businesses, and get real value out of the podcast. Enjoy the show. Please remember to rate, review and subscribe to the podcast so you don't miss any future episodes. Your support and reviews are important and help us to grow and improve the show. Follow Charles Gaudet and Predictable Profits on Social Media: Facebook: facebook.com/PredictableProfits Instagram: instagram.com/predictableprofits Twitter: twitter.com/charlesgaudet LinkedIn: linkedin.com/in/charlesgaudet Visit Charles Gaudet's Wesbites: www.PredictableProfits.com

In this episode of TECHtonic, host Thomas Lah is joined by Wendy Wooley, VP of Customer Experience and Strategic Programs at ScienceLogic, to explore how AI is not just transforming products, but fundamentally reshaping how tech companies go to market. Wendy reflects on her 10-year journey at ScienceLogic, the development of the Skyler AI Suite, and how the Agentic AI Autonomic IT Maturity Model is helping customers unlock value faster. Together, they explore what it means to align AI innovation with customer-centric value realization—and why that alignment is no longer optional.Listeners will gain insights into:The evolving expectations of enterprise buyers in the AI eraWhy “first time to value” is now a non-negotiable benchmarkHow to shift from selling features to selling outcomesWhy modern GTM strategies must speak to both the CIO and the CEOIf you're in tech and still leading with features instead of business outcomes, this episode is your wake-up call. Modern buyers demand more—and AI is raising the bar.

Rania Succar, the new CEO of Kaseya, discusses her vision for the company at a crucial time for both Kaseya and the managed service provider (MSP) ecosystem. With Kaseya facing scrutiny over customer service and billing practices, Succar emphasizes the importance of innovation and a cultural reset to strengthen relationships with MSP partners. She believes that Kaseya has the potential to be a leader in driving outcomes for small businesses through its partnerships with MSPs, which are essential for helping these businesses adopt cutting-edge technology. Succar outlines four key values that will guide Kaseya's next chapter: measuring success based on the profitability and revenue growth of MSP partners, delivering innovation that benefits these partners, enhancing the overall customer experience, and investing in the community. She acknowledges the frustrations MSPs have expressed regarding customer service and billing practices, and she highlights specific steps Kaseya is taking to address these issues, including the end of high watermark pricing and improvements in customer support. The conversation also touches on the importance of internal culture and employee retention at Kaseya. Succar emphasizes the strength of her leadership team and the need for a culture that empowers employees to make decisions at all levels. By fostering a customer-centric and innovative environment, she aims to improve the overall experience for both employees and customers, ultimately leading to better service quality. Looking ahead, Succar shares her vision for leveraging AI and automation to enhance Kaseya's offerings for MSP partners. She recognizes the challenges SMBs face in adopting AI and emphasizes the need for collaboration between Kaseya and MSPs to unify data and create effective solutions. By focusing on these areas, Succar aims to position Kaseya as a leader in helping small businesses navigate the evolving technology landscape. All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessof.tech

Salman Sharif on LinkedInCSMs are LinchpinsExperience Design Project Execution TipsConnect 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.

What happens when you trade a corporate ladder for entrepreneurial freedom?In this episode of Success Leaves Clues, hosts Robin and Al sit down with Jeff Scheepers, Head of Sales and Owner at Clik-Clik Systems. Jeff opens up about his leap from the structured world of big tech into the hands-on world of small business ownership. From building a company rooted in friendship to redefining success on his own terms, Jeff shares insights on leadership, listening, and staying true to your values. If you've ever wondered what it really takes to make the jump, or why it's worth it, this is a great listen.Key Takeaways:✨ How we build matters just as much as what we build.✨ Leaving the corporate world gives you the freedom to act quickly, pivot fast, and own the outcomes, even the hard ones.✨ In sales and leadership, true success starts with understanding others and that begins with listening.✨ Future planning means being ready for curveballs, not just best-case outcomes.Connect with JeffLinkedIn: Jeff ScheepersWebsite: Clik-ClikConnect with Us • LinkedIn: Robin Bailey and Al McDonald • Website: Aria Benefits and Life & Legacy Advisory Group

Join Maxine for a lively, energetic deep dive into the endless ways "Yes, and..." creates legendary Customer and Employee Experiences.She cuts through the misconceptions with wit and passion: "I like it and thought I knew how to use it" - sound familiar?This is FUN listening - no fluff, just Maxine's signature energy sparking your imagination and delivering aha moments you'll actually remember and want to practice.These tools can't be intellectualized - they must be experienced. Discover the magic that delights customers, keeps them coming back, and empowers employees so they're genuinely glad to work for you.Ready to experience it yourself?Join Maxine's invitation-only workshop: "Yes, and..." - What Improv Actually Looks Like in CX and EXWednesday, August 6 at 11am PTContact details in the episode

This episode of Cruising Altitude features a conversation with Matthew Owenby, Chief Strategy Officer and Corporate Services Executive at Aflac. Matthew and host Nicole Alvino discuss Aflac's commitment to fostering a supportive and respectful workplace culture, which translates into authentic and empathetic customer interactions. The discussion covers Aflac's hiring processes, their focus on dignity and respect, and how AI can enhance the employee experience.Quotes“ The employee experience here is built in the foundation and really a philosophy that if you take care of your employees, they're going to take care of the company and take care of the customers.  What we mean by that, in a daily basis, is treating people with dignity and respect. Trying to enter into a relationship with our employees, which we know is foundational to communication and trust and engagement. We want the same type of relationship with our consumers. So we are overtly focused on our employees' experience as well as how they feel about the workplace.”“ We customize our development based upon the roles that you're in. So we have continuing ed, we have leadership development, we have new employee orientation, new leader orientation. And that is all sort of foundationally kept within our annual ethics training, our annual awareness training around engagement activities. And so it really is a system rather than an activity that happens once or twice a year. We have a systematic integrated talent management program that's been operating here continuously for three decades, if not more.”“ We see AI as enhancing an employee's experience, reducing the level of anxiety around a special project, or I need to go do this specialized research on this. Or when a consumer calls, what would it be like if you had all of their claims history, all of the times that they've called, some of the issues they've had as a customer support specialist. If you had all that, how would that change your interaction with that person if you had all of that at hand?”Time Stamps*(02:22): Meet Matthew Owenby*(07:23): Aflac's unique employee experience*(11:24): Aflac's hiring and training policies *(15:44): The crossover of consumer and employee experience*(20:27): The impact of AI on employee and customer experience*(23:59): The biggest employee experience lesson Matthew has learnedLinksConnect with Matthew on LinkedInEmail MatthewThank you to our friendsThis episode is brought to you by Firstup, the world's first intelligent communication platform. More than 40 percent of Fortune 100 companies use our platform to connect with their people, design and deliver personalized communications, and gain engagement insights throughout the employee journey. That's how they give their employees better experiences from hire to retire. Learn more at firstup.io

What does it take to build a brand that resonates across cultures… not just across markets?   In this special dual-guest episode, Lacey Peace sits down with Nataly Kelly, Chief Marketing Officer at Zappi, and Katherine Melchior Ray, UC Berkeley lecturer and former executive at brands like Nike, Hyatt, and Louis Vuitton. Together, they co-authored the new book Brand Global, Adapt Local: How to Build Brand Value Across Cultures and they're here to share the lessons learned from decades of global brand-building. Nataly and Katherine dive deep into why cultural intelligence is the most under-leveraged skill in modern CX, why brands that ignore cultural context are building in globalization debt, and how something as simple as a melon can repair — or ruin — customer trust. They explain the importance of shared values, the risks of applying the same CX metrics globally (spoiler: NPS doesn't mean the same thing in every country), and how AI is both accelerating and complicating cross-cultural brand connection. From real stories about Kit Kat's flavor strategy in Japan to awkward CX blunders in global grocery stores, this episode is packed with tangible takeaways and perspective shifts for any business looking to scale with humanity and intention. Get your copy of Brand Global, Adapt Local: How to Build Brand Value Across Cultures now!   https://www.amazon.com/Brand-Global-Adapt-Local-Cultures/dp/139861971X Key Moments:   00:00 Do Customer Service Expectations Differ Across Cultures?06:03 Why Cultural Intelligence Is Crucial for Global Business07:04 Co-Authors' Nataly Kelly & Katherine Melchior Ray's Meet cute  15:18 Real-Life Cultural Missteps and Surprising Service Norms24:13 Can AI Replace Cultural Insight? Why Human Context Still Matters34:38 What's at Stake When You Ignore Cultural Differences38:23 Globalization Strategy: Why Flexibility Beats Uniformity39:09 How Cultural Agility Builds Better Customer Experiences40:34 Style Switching & Cultural Intelligence in Leadership42:18 Kit Kat's Local Flavors & HubSpot's Global CX51:01 How Tech Adoption Varies by Country (And Why It Matters)55:12 Daily Habits That Boost Strategic Thinking & Creativity01:00:24 How AI Is Changing Global Marketing and Customer Experience01:15:46 Final Leadership Lessons on Trust, Culture & Global Growth –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

Most bar owners focus so hard on pricing and promotions, they miss the real reason customers come back or don't. It's not always about the money. It's how people feel when they walk in, order a drink, and interact with your team. 

Jon Gohl, Director of Customer Experience at Aspire Software  joined the company in its infancy 10 years ago and has helped hundreds of clients adopt new software, embrace change, and leverage defined processes and procedures to maximize the efficiency of their united output. In his current role, Jon leads Aspire's strategic advocacy efforts, including Aspire in Universities, providing software to complement industry-specific degree programs, and Aspire Ambassadors, engaging with and leveraging relationships with our customer champions. Jon is a member of NALP's Foundation Board and serves on the NALP Government Affairs Committee to protect and secure the Green Industry's best interests. He is also proud to be a board member of Groundwork San Diego-Chollas Creek, working at the intersection of social, environmental, and climate justice to deliver education, green infrastructure, and climate safe neighborhoods. Outside of his professional life, Jon is an air-cooled Volkswagen enthusiast who enjoys cooking and spending time with his wife.

Listen to the full podcast here: https://bit.ly/SKMPKRINSKYIn today's episode, we are joined by Chris Krinsky, the innovative force behind Austin's Ramen Del Barrio, who reflects on the journey from a "pipe dream" to a culinary phenomenon. We explore his culinary journey, the challenges of opening and running a ramen shop, and handling skepticism about authenticity. From Michelin Bib Gourmand accolades to prestigious James Beard nominations, Chris delves into the fusion of Japanese and Mexican cuisines, the intricacies of running a successful kitchen, and the broader cultural and economic impacts on the food scene. Also, get a glimpse into upcoming collaborations, menu development, and the exciting plans for his first brick-and-mortar location.Follow Chris:Instagram: https://www.instagram.com/chris.krinsky98Ramen Del Barrio: https://www.instagram.com/ramen_del_barrio00:00 Introduction00:33 Ramen Del Barrio's Journey and Recognition01:29 Customer Experience and Michelin Recognition03:08 Business Growth and Personal Struggles08:17 Balancing Personal Life and Business19:19 Culinary Inspirations and Techniques24:23 International Cuisine and Cultural Insights36:47 Business Philosophy and Leadership59:46 Cultural Identity and Authenticity in Cuisine01:10:02: Listen to the Full Episode in SupercastListen to the complete episodes of Sky King's Mental Playground, sign up at skmp.supercast.comFollow Sky on XSubscribe on YouTubeFollow Sky on Instagram Hosted on Acast. See acast.com/privacy for more information.

On this episode, I had the pleasure of speaking with Alison Dixon, the Chief Customer Experience Officer at Portnox, a leader in zero-trust network access control. Alison's unique insights stem from her diverse background, which encompasses various roles in HR, sales enablement, and IT. As we dove into the conversation, Alison shared her journey of building a customer experience organization from the ground up at Portnox, emphasizing the importance of prioritizing customer relationships in a rapidly growing tech environment. Alison recounted her initial days at Portnox, which began as a small startup of about 20 employees. Soon after her arrival, she recognized the pressing need for deeper insights into customer accounts and interactions as the company scaled. Her prior experience as a fundraiser and in HR equipped her with a holistic approach to understanding customer psychology and needs. Through meticulous customer journey mapping, she established strategies that centred on enhancing the overall experience, detailing how each stage of customer interaction contributes to long-term loyalty and satisfaction. We delved into the often transactional mindset prevalent in many organizations, particularly those that prioritize immediate revenue over long-term relationships. Alison argued firmly for a shift towards valuing customer experiences, stating that a lack of focus on building connections could lead to lost opportunities, even for small clients who may evolve into significant partners over time. Her philosophy is clear: if companies establish authentic human connections with their customers, they stand to gain far more than transactional profits. Throughout our discussion, we touched on the high-stakes nature of cybersecurity and how this uniquely shapes customer experience. Alison highlighted the critical importance of maintaining accessibility and support for clients, given the potential risks associated with cybersecurity breaches. She emphasized that customers need confidence in their service providers and need to establish trust through transparent communication, even when addressing negative scenarios. As our conversation progressed, we explored the role of customer experience in product development and overall business strategy. Alison passionately conveyed that understanding customer feedback not only helps retain clients but also informs the direction of product innovation. This perspective has led her team to integrate CX insights into their roadmap, aligning organizational goals with customer expectations. Towards the latter part of the episode, we took a thought-provoking turn into the realm of artificial intelligence in customer experience. Alison expressed cautious optimism about AI's potential but was wary of its increasing deployment without a foundational human element. She underscored the value of genuine interactions and deep understanding through personal connections — a sentiment she has repeatedly validated through firsthand experiences with Portnox customers. In closing, Alison shared her belief that creating exceptional customer experiences is not the sole responsibility of one department but rather a collective effort throughout the entire organization. By fostering a culture that prioritizes customer care and connection, even the smallest companies can achieve remarkable growth. Overall, this episode offered valuable insights into the evolving landscape of customer experience within the cybersecurity industry, highlighting strategies that can lead to sustained success.   Alison's Contact Information: Website: https://www.portnox.com LinkedIn: @alison-dixon-msod   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals.This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down the data. It's about building context. When CX metrics highlight inefficiencies or opportunities for cross-functional wins, they become powerful tools for collaboration.You'll hear how to align CX insights with departmental priorities so the data speaks to what each team cares about most. We also explore using behavioral and operational data, like service calls, churn rates, or purchase frequency, to demonstrate real business impact. Plus, we introduce the Customer Experience Success Blueprint, a framework designed to help CX initiatives integrate seamlessly with broader organizational goals.Want your CX initiatives to gain real traction? Start by making the metrics matter to everyone.Resources Mentioned:CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookCX Success Statement Workbook -- https://bit.ly/cx-success-workbookExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Dan Juckniess, CRO of SPS Commerce, and Mitch Edwards, principal at Alexander Group, explore the complexities of driving revenue and customer satisfaction in today's dynamic business environment. This conversation explores the challenges of balancing volume-based and revenue-based approaches when working with retailers and their suppliers, emphasizing the importance of not only pursuing the largest opportunities but also engaging a diverse supplier base to meet retailer commitments. Dan highlights the importance of educating suppliers—not just enforcing compliance—to ensure they understand the value provided. The conversation examines how tracking the customer journey, utilizing customer data to predict retention and identify upsell opportunities, and responding to market uncertainty are crucial for driving growth. Throughout, they emphasize partnership, transparency and adaptability as drivers of customer satisfaction and business success.

In this episode, the Marty Jalove, Master Happiness and Joe Janicki discuss the importance of the customer journey and how businesses can enhance their customer experience. They cover key topics such as building a strong first impression, anticipating customer needs, customizing the customer journey, optimizing interactions, and nurturing relationships beyond the initial purchase. The conversation emphasizes the need for continuous improvement and training within businesses to ensure a positive customer experience.The customer journey is crucial for business success.First impressions can make or break customer relationships.Anticipating customer needs is essential for satisfaction.Customization of the customer journey enhances experience.Optimizing interactions can lead to better efficiency.Nurturing relationships beyond the purchase fosters loyalty.Regular training for employees is vital for maintaining standards.Celebrating wins can boost team morale and engagement.Understanding customer emotions is key to service delivery.Proactive problem solving can prevent issues before they arise.00:00 Introduction and Technical Difficulties02:32 Understanding the Customer Journey04:23 Building a Strong First Impression10:33 Anticipating Customer Needs15:12 Customizing the Customer Journey28:32 Optimizing Every Interaction45:59 Nurturing Relationships Beyond the Purchase

In this episode, hosts Lois Houston and Nikita Abraham welcome back Cloud Delivery Lead Sarah Mahalik for a detailed tour of the four pillars of Oracle Fusion Cloud Applications: ERP, HCM, SCM, and CX.   Discover how Oracle weaves AI, analytics, and automation into every layer of enterprise operations. Plus, learn how Oracle Modern Best Practice is redefining digital workflows.   Oracle Fusion Cloud Applications: Process Essentials https://mylearn.oracle.com/ou/course/oracle-fusion-cloud-applications-foundation-hcm/146870 https://mylearn.oracle.com/ou/course/oracle-fusion-cloud-applications-foundations-enterprise-resource-planning-erp/146928/241047 https://mylearn.oracle.com/ou/course/oracle-fusion-cloud-applications-foundation-scm/146938 https://mylearn.oracle.com/ou/course/oracle-fusion-cloud-applications-foundation-cx/146972   Oracle University Learning Community: https://education.oracle.com/ou-community LinkedIn: https://www.linkedin.com/showcase/oracle-university/ X: https://x.com/Oracle_Edu   Special thanks to Arijit Ghosh, David Wright, Kris-Ann Nansen, Radhika Banka, and the OU Studio Team for helping us create this episode. ------------------------------------------------------------- Episode Transcript:   00:00   Welcome to the Oracle University Podcast, the first stop on your cloud journey. During this series of informative podcasts, we'll bring you foundational training on the most popular Oracle technologies. Let's get started!   00:25   Lois: Hello and welcome to the Oracle University Podcast! I'm Lois Houston, Director of Innovation Programs with Oracle University, and joining me is Nikita Abraham, Team Lead: Editorial Services.     Nikita: Hi everyone! Last week, we spoke about Oracle Cloud Apps and the Redwood design system. Today, we'll take a closer look at the four key pillars of Oracle Cloud Apps.    Lois: And we're so excited to have Sarah Mahalik back with us. Sarah is a Cloud Delivery Lead here at Oracle. Hi Sarah! In the last episode, we briefly spoke about the various Oracle Cloud Apps offerings and their capabilities. For anyone who missed that episode, can you give us a quick introduction?   01:06   Sarah: Oracle Cloud Applications is an incredibly broad suite that covers many of the most important business functions, from Human Capital Management, Supply Chain Management, to Enterprise Resource Planning and Customer Experience. The products in the Oracle Fusion Cloud Applications suite are organized by functional groups or pillars. All of these applications sit on Oracle Cloud Infrastructure, a foundation built from scratch to support mission-critical applications.    Oracle Fusion Applications deliver a single source of truth, enabling quick responses to disruptions and market opportunities. With unified data and consistent business rules, teams can build streamlined end-to-end processes, access real time analytics, and make faster data-driven decisions for improved outcomes.   01:52   Nikita: Ok, let's actually get into each of these areas. I think we can start with Human Capital Management.   Sarah: Oracle Human Capital Management is an end-to-end solution that allows you to manage all aspects of people data from hire to retire. It all starts with recruiting, or requisitions are used to advertise vacant positions, and candidates are managed through the hiring process. After recruitment, successful candidates are transferred to the human resources module.   You can configure the organization structure to mirror that of your business. And this allows for easy reorganization whenever the structure changes. People data is a staple element of HCM. Therefore, as part of this product, an HR specialist can manage everything about the employee life cycle, including promotions, transfers, general assignment changes, and terminations.   A robust self-service offering allows employees and managers to take ownership and responsibility for the data pertaining to themselves and their teams. By removing the burden of simple data processing from the HR specialists, it not only eases the pressure on the HR department but allows them to concentrate on more specialized tasks.   03:00   Lois: And how are the core products of HCM categorized?   Sarah: The core products of Human Capital Management are categorized into four main groupings according to their logical purpose. First up, we have our human resources. This grouping includes the elements for implementing and maintaining the enterprise and workforce structure and employee life cycle data. This is where you would configure the organization structure as well as manage an employee's data from the HR specialist point of view. In addition, modules such as benefits, work life, workforce modeling and planning, and advanced HCM controls also sit within this category.   This brings us to talent management. This category is one of the largest because it includes recruiting, learning, goals and performance management, career development, succession planning, talent reviews, and compensation. In addition to that, dynamic skills and opportunity marketplace are also included in this grouping. Within workforce management, you'll find absence management and time and labor.   These naturally sit together because most organizations that implement both configure it so that an employee can enter both work time and absences on a time card, instead of having to visit two different entry points. You'll also find workforce health and safety here. And finally, payroll. All aspects of payroll are included here, whether you're simply using global payroll or localizations, such as UK, Canada, and Mexico.   It also encompasses payroll interface for those organizations that run their payroll from another system, and just need to extract and migrate the relevant data from Fusion HCM Cloud. When talking about HCM systems, we cannot forget the employee self-service aspect of the product. For this, there's an employee experience module called Oracle Me. Here you'll find options, such as HCM communicate, touchpoints, journeys, HR help desk, and Oracle digital assistant.   All of these combined enable an employee to take control and ownership of their own data, and use the many self-help options to get the information they need quickly and efficiently. In order to control how the system behaves and how users interact with it and perform the various processes, there are configuration options. These options allow organizations to define such things as the user experience, workflows, and approval policies based on their business requirements. And to meet the constant need for reporting, there's analytics, planning, and data modeling.   And in addition to all of that, you can use configuration options, such as extensibility, integration, or import and extracts, security, and adaptive intelligence to help enhance the system and have it working and looking the way you need. Of course, much of these latter configuration items are not exclusive to HCM but are available for the Oracle Fusion Cloud as a whole.   05:47   Lois: That's great. Ok, let's move on to Oracle Enterprise Resource Planning, or ERP.   Sarah: This is a complete modern Cloud ERP suite that provides your teams with advanced capabilities, such as AI, to automate the manual processes that slow them down, analytics to react to market shifts in real time, and automatic updates to stay current and gain a competitive advantage.   Oracle Cloud ERP automates the entire Record to Report process and provides a common repository of information for global financial reporting and compliance. Within ERP, we have the broadest and deepest suite offering everything you need, from financials, project management, enterprise performance management, risk management and compliance, and analytics.    06:34   Nikita: Sarah, could you break down the different modules within ERP?   Sarah: First, we have Financials, which is a global financial platform that connects and automates your financial management processes, including payables, receivables, fixed assets, expenses, and reporting for a clear view into your total financial health. Oracle Project Management offers a single project cloud solution designed to help you gain a complete picture of your organization's project finances and operations. It's seamlessly integrated across the enterprise with the Oracle Fusion Cloud ERP, HCM, and SCM applications.   Oracle Fusion Cloud Enterprise Performance Management, or EPM, helps you model and plan across finance, HR, supply chain and sales, streamline the financial close process, and drive better decisions. Oracle Fusion Cloud Risk Management and Compliance is a security and audit solution that controls user access to your Oracle Cloud ERP financial data, monitors user activity, and makes it easier to meet compliance regulations through automation.   Oracle Risk Management Compliance uses AI and ML to strengthen financial controls to help prevent cash leaks, enforce audit, and protect against emerging risks, saving you hours of manual work. Oracle Analytics for Cloud ERP complements the embedded analytics in Cloud ERP to provide pre-packaged use cases, predictive analysis, and KPIs based on variance analysis and historical trends.    08:06   Lois: And what about Supply Chain Management?   Sarah: Oracle Supply Chain Management empowers organizations to plan, source, make, deliver, and service goods with agility and resilience. It offers a solution that integrates advanced capabilities, such as AI/ML and blockchain, to optimize the supply chain life cycle from start to finish.   08:31   Adopting a multicloud strategy is a big step towards future-proofing your business and we're here to help you navigate this complex landscape. With our suite of courses, you'll gain insights into network connectivity, security protocols, and the considerations of working across different cloud platforms. Start your journey today to multicloud today by visiting mylearn.oracle.com.    08:58   Nikita: Welcome back! Sarah, what makes Oracle Fusion SCM so powerful?   Sarah: When it comes to planning, you can leverage strategic, tactical, and operational processes for accurate forecasting and resource alignment. Sourcing and manufacturing help you streamline procurement and production to meet supply and demand efficiently. Inventory and warehousing processes ensure the right goods are available, stored, and managed effectively.   Fulfillment is also known as the pick, pack, and ship part of the supply chain and delivery entails order tracking and receipt. Having connected processes in place ensures that billing and revenue recognition are applied correctly on the goods and services. Great customer service models provide accurate tracking of customer orders and deliveries. And this can provide insight for an accurate picture of future planning, manufacturing, and inventory forecasts. This is a constant cycle because information and analytics feed into the planning process.   Oracle Supply Chain Management is designed to seamlessly integrate and optimize every step of the supply chain process, ensuring businesses can adapt to dynamic market conditions and customer expectations. The solution supports end-to-end supply chain processes and leverages cutting-edge technologies to transform how organizations manage their operations.   In planning, Oracle SCM empowers businesses with advanced planning tools to align supply and demand effectively. Sourcing and manufacturing assists in streamlining procurement and manufacturing workflows to drive efficiency. Inventory and warehousing optimizes inventory and warehouse management processes with intelligent capabilities.   Fulfillment delivery helps to accelerate order fulfillment and delivery operations to meet customer needs. And servicing allows you to maintain strong customer relationships through seamless post-sale servicing. Oracle SCM ensures an agile and resilient supply chain with the help of technologies like AI, ML, and blockchain. These tools empower organizations to stay competitive in a fast-paced environment while exceeding customer expectations.   11:03   Lois: To round out our discussion, let's talk about Oracle Customer Experience.   Sarah: Customer Experience, or CX, provides the platform and products necessary to capture all customer touch points and interactions. This platform also automates the business process from interest and lead generation to the sale and provision of products and services. The major product areas are marketing, sales, service, and CX platform.    11:32   Nikita: Could you dive a bit deeper into its key areas?   Sarah: Oracle Marketing solutions allow you to create targeted cross-channel marketing campaigns, optimize lead generation activities, personalize customer and prospect communication, and automate marketing activities. Use real-time data-driven insights to engage, convert, and nurture buyer relationships to increase sales. Featured products include Eloqua Marketing Automation, Responsys Campaign Management, CrowdTwist Loyalty and Engagement, Infinity Behavioral Intelligence, Unity Customer Data Platform, and more.   With Oracle Sales, you can deliver responsive selling across all touchpoints. Oracle Sales guides sellers with intelligent recommendations and gives them a faster path to critical records to help them focus on the right prospects at the right time. The modern, unified selling and buying approach of Oracle CX connects sales and commerce to service, marketing, and the entire customer experience. Featured products include Salesforce Automation, Sales Planning, Sales Performance Management, Configure, Price, and Quote, Subscription Management, Partner Relationship Management, and Customer Data Management.   Oracle Service enables you to help customers when and where they need you with automated workflows for customer self-service, agent-assisted service, and Field Service engagements. You can accelerate the resolution of service issues with AI-driven recommendations, unified data visibility, and cross-organization and cross-channel collaboration tools.   At Oracle, we make every customer interaction matter by using a suite of CX Cloud applications that connect marketing, sales, customer service, Field Service, and e-commerce. Oracle connects our customer experience systems with finance, supply chain, and HR on a unified cloud platform for a single, dynamic 360-degree view of the customer.   13:31   Lois: Before we wrap up, how does Oracle Modern Best Practice, or OMBP, fit into Oracle Cloud Apps?   Sarah: OMBP illustrates common business processes optimized to leverage the latest applications and technologies in Oracle Fusion Applications.   Oracle Modern Best Practice comprises reimagined industry standard business processes powered by Oracle technology. Engineered into Fusion Applications, OMBP simplifies and streamlines workflows, enabling organizations to leverage modern, efficient, and scalable practices. As we align more assets with OMBP, there will be a stronger connection between global process owners and business process innovation within a customer's organization.   OMBP was derived from over 10,000 successful delivery projects. To publish an OMBP, past Oracle projects were analyzed for successful and unsuccessful processes. Successful processes were reviewed and optimized by product experts, engineers, customers, and key users. Optimized processes were published to OMBP to make them available to other customers.   14:40   Lois: Well, that's it for this episode. Thank you, Sarah, for all of your incredible insights.    Nikita: If you want to learn more about what we discussed today, head over to mylearn.oracle.com and take a look at the Oracle Fusion Cloud Applications Process Essentials courses. Until next time, this is Nikita Abraham…   Lois: And Lois Houston, signing off!   15:01   That's all for this episode of the Oracle University Podcast. If you enjoyed listening, please click Subscribe to get all the latest episodes. We'd also love it if you would take a moment to rate and review us on your podcast app. See you again on the next episode of the Oracle University Podcast.  

Why do most tasting room guests show up? It's not for the wine. Dan McCole (Michigan State University) shares research-backed tips to elevate customer experience through atmosphere, staff engagement, and showcasing accolades. Resources: *** Tell Your Sustainable Story Online Course *** 257: Understanding Winery Visitors – Increase Sales with your Messaging 2025 SIP Certified Sustainable Stories – get inspired Apply for SIP Certified Wine Marketing Tips eNewsletter Sustainable Story Worksheet Print Electronic Vineyard Team Programs: Juan Nevarez Memorial Scholarship - Donate SIP Certified – Show your care for the people and planet  Sustainable Ag Expo – The premiere winegrowing event of the year Vineyard Team – Become a Member

Today's guest is Kyle Hathorn, Director of Customer Experience and Strategy at First National Bank of Omaha (FNBO). FNBO is a privately held, family-led financial institution with over $32 billion in assets and approximately 4,500 employees, offering personal, business, commercial, and wealth banking across eight Midwestern states, alongside a national reach through its credit‑card programs. Kyle joins Emerj Editorial Director Matthew DeMello to explore how banks can meet rising customer expectations while navigating economic uncertainty and digital transformation. Together, they unpack the unique challenges of delivering seamless, personalized experiences in a heavily regulated, multi-platform environment. From the impacts of inflation on customer loyalty to the cautious integration of AI, Kyle emphasizes the importance of trust, transparency, and alignment across product and data teams. 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! If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Alibaba may be known for its massive scale — but at the heart of its U.S. strategy is something much more focused: empowering small businesses.In this episode of Retail Remix, host Nicole Silberstein sits down with Justin Liu, U.S. Country Manager at Alibaba.com, to explore how the global B2B marketplace is helping American entrepreneurs source more efficiently, build more resilient supply chains and take advantage of cross-border opportunities.With experience at Amazon, Meituan and streetwear marketplace Poizon, Justin brings a global lens to today's most pressing retail topics — from digital discovery to de-risking the sourcing process. Together, they discuss:How global supply chain disruption has changed brands' sourcing timelines and strategies;How Alibaba is evolving to better serve U.S. small businesses;The company's strategy for simplifying product discovery and vendor relationships; andThe role of trust, transparency and tech in the future of B2B ecommerce.RELATED LINKSExplore Alibaba.com's offerings for U.S. small businessesTry out Alibaba's new AI-powered sourcing platform Accio.com Read more about the Alibaba-Wix partnership on Retail TouchPointsLearn about Alibaba's efforts to support SMBs, including Olympic athletesListen to more episodes of Retail Remix

“It's not the SLA—it's the XLA. We measure success by how well we deliver the customer's experience.” — Tom Boggs, BCN Telecom In an era where enterprise customers expect seamless delivery, rock-solid security, and AI-enhanced services, BCN Telecom is rising to the occasion with a bold, customer-centric approach. In this episode of Technology Reseller News, Doug Green speaks with Tom Boggs, Vice President of Service Delivery at BCN Telecom, about how the company is redefining managed services through experience-level agreements (XLAs), vertical customization, and rapid adaptability. BCN Telecom isn't just connecting networks—it's co-owning business outcomes. With a managed services ecosystem spanning connectivity, SD-WAN, SASE, and cloud applications, BCN integrates diverse technologies into a single, curated solution tailored to each customer's industry and goals. Boggs explains how this means shifting from static vendor relationships to dynamic partnerships. Boggs highlights three major forces shaping today's delivery expectations: • Cloud-first and hybrid IT strategies • Security-driven design • Customer outcome focus Security is front and center—layered into every deployment, from edge computing to fully managed firewalls and secure remote access. But it's the convergence of security and connectivity, aligned with smart project planning, that sets BCN apart in large-scale, multi-site rollouts. AI and automation also play a key role. Boggs shares how BCN equips its project managers with AI-powered note-taking tools to capture call insights in real-time—speeding up delivery and enhancing the customer experience. Some clients have even adopted these tools themselves. Boggs emphasizes that BCN's strength lies in its team—empowered to act quickly and resolve issues without the bottlenecks of large bureaucracies. This agility enables BCN to adapt instantly to partner and customer feedback, creating tailored solutions for even the most complex verticals, from healthcare to retail. At the heart of the conversation is a clear message: customer success is not one-size-fits-all. Through real-time data analytics, outcome-driven customization, and an empowered workforce, BCN is helping clients move from legacy MPLS to future-ready SD-WAN and edge security—while ensuring productivity never takes a back seat to protection. Learn more about BCN Telecom's solutions at https://www.bcntele.com.

At the heart of The Prophets' vision are “The 24 Essential Supply Chain Processes.” What are they? Find out, and see the future yourself. Click here Sometimes the best insights come from looking back.In this special episode of Auto Supply Chain Prophets, hosts Jan Griffiths, Terry Onica, and James Liegghio break from their usual guest format to reflect on the year's most impactful episodes. Each shares the moments and lessons that resonated most with them and why they matter as the industry faces more pressure, complexity, and change.Terry highlights her favorite episode with Achim Gatternig from Magna, whose perspective on supplier disruptions, tariffs, and supplier scorecards stood out. The reminder that Supplier Relationship Management (SRM) is no longer optional was a clear call to action—and a practical one.Jim brings up his pick, the episode with Angela Johnson from Plante Moran. Angela's background in anthropology gave her a unique way of explaining the WRI (Working Relations Index). For Jim, the message was clear: Supply chain is about people, and relationships at every level still matter more than we think.Jan's pick? The live podcast recorded at the AIAG Supply Chain Conference. For her, that episode captured the real energy of the event. The episode featured various voices, and the diversity of backgrounds and perspectives came through naturally, without trying. And for Jan, that's where podcasting shines best.Then there was Guillermo from Magna. His episode went beyond operations. He talked about mental health. He shared his own experience. And it hit hard, because not enough people in this industry talk about it.The hosts gave credit to Magna for creating space for that kind of honesty and agreed that emotional well-being needs to be part of the leadership conversation, especially for the next generation. Across all these moments, one thing is clear: Tools and systems help. But what really moves the needle is how we lead, communicate, and show up for the people behind the process.To wrap it up, the hosts want to hear from you. Which episode stuck with you, and why? With more events and more voices coming soon, this conversation is just getting started.Featured on this episode: Name: Jan GriffithsTitle: President and Founder, Gravitas Detroit About: Jan is the architect of cultural change in the automotive industry. As the President & Founder of Gravitas Detroit, Jan brings a wealth of expertise and a passion for transforming company cultures. Additionally, she is the host of the Automotive Leaders Podcast, where she shares insightful conversations with industry visionaries. Jan is also the author of AutoCulture 2.0, a groundbreaking book that challenges the traditional leadership model prevalent in the automotive world. With her extensive experience and commitment to fostering positive change, Jan is at the forefront of revolutionizing the automotive landscape.Connect: LinkedInName: James “Jim” LiegghioTitle: Manager, Customer Experience & Engagement, Automotive Industry Action Group (AIAG)About: Jim is a seasoned supply chain leader with over 25 years of experience, particularly in the...

On this episode, we explore how to alleviate cost pressures in customer experience — and unlock the potential for CX to drive business growth.CX leaders face several competing pressures: budget constraints, the need to demonstrate ROI and rising customer expectations. Our expert guests provide practical, actionable insights on creating value-driven customer experiences that reduce costs, improve service quality and connect to measurable business outcomes.Listen for the compelling perspectives of Adrian Swinscoe, author of Punk CX and Punk XL, customer experience advisor and workshop facilitator, and Jelena Bajic, global vice president, customer experience operations and transformation at TELUS Digital.Show notesTune in to Adrian's show, Punk CX, for more conversations about customer experience.

Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliver value across all touchpoints. He also stresses the need for cross-functional collaboration and leadership that models CX priorities. When hiring, Melia looks for individuals who demonstrate storytelling ability, problem-solving, and ownership—key traits for driving cultural transformation. His approach reinforces the idea that sustainable CX excellence requires intentional system design, emotionally intelligent talent, and unified leadership around customer-centric goals. About Greg Melia At the helm of CXPA, my focus revolves around championing the global customer experience profession through strategic communications and community building, honed over five transformative years in leadership. Our organization thrives on CX certification, publications, and community that empower customer experience professionals to excel. Resources Customer Experience Professional Association: https://www.cxpa.org/home https://www.cxpa.org/home Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

S5:E5 Leading with Values: How Naturepedic Builds a Better Brand, with Arin SchultzWhat does it take to lead growth at the forefront of a movement for safer, healthier sleep? In this episode of The Retail Razor Show, we sit down with Arin Schultz, Chief Growth Officer at Naturepedic, a pioneering brand in certified organic mattresses and bedding. With over eleven years in the organic sleep industry, Arin shares how he's helped Naturepedic expand its market share, launch innovative products, and build a trusted brand committed to health, sustainability, and safety. We talk about the evolution of the organic mattress category, how purpose-driven growth strategies translate to retail success, and the balancing act of leading multiple departments—sales, marketing, retail, R&D, and more. Whether you're in retail, health-conscious consumer products, or looking to build a values-based, mission-led brand, this episode delivers sharp insights from one of the industry's most committed and capable leaders!Subscribe to our Newsletter: https://retailrazor.substack.comSubscribe to our YouTube channel: https://bit.ly/RRShowYouTubeAbout our GuestArin Schultz is Chief Growth Officer at Naturepedic, the leading organic mattress brand. As the lead on all Naturepedic marketing efforts, Arin develops and implements strategies that support the company's business growth, customer retention, product innovation, consumer education initiatives and sustainability goals. Working for the certified organic, non-toxic mattress pioneer opened Arin's eyes to the dangers of harmful chemicals and their pervasive presence in households across the globe. This knowledge has added a deeper purpose to his relentless push to help transform the brand's vision into reality. A father of four and an empathetic listener, Arin's success at Naturepedic is centered on his authentic understanding of the Naturepedic customer and his genuine desire to help families make the safest, healthiest sleep choices.00:00 Preview 01:45 Show Intro 07:21 Arin Schultz, Chief Growth Officer, Naturepedic - The Mission 08:43 The Founding Story of Naturepedic 12:09 Challenges and Growth in the Mattress Industry 17:13 Retail Expansion and Customer Engagement 19:30 Product Innovation and Sustainability 23:10 Industry Environmental Impact and Continuous Product Improvement 35:20 Customer Experience and Meeting Their Needs 38:21 Replacing Your Mattress & Customer Service Excellence 43:20 Sourcing and Tariffs Impact 49:53 Embracing AI in Marketing and Operations 56:28 Advice for Growing a Values-Based Brand 59:23 Final Thoughts 01:00:38 Show CloseMeet your hosts, helping you cut through the clutter in retail & retail tech:Ricardo Belmar is an NRF Top Retail Voices for 2025 & a RETHINK Retail Top Retail Expert from 2021 – 2025. Thinkers 360 has named him a Top 10 Retail Thought Leader, Top 50 Management Thought Leader, & Top 100 Digital Transformation Thought Leader, plus a Top Digital Voice for 2024. He is an advisory council member at George Mason University's Center for Retail Transformation, and is the director partner marketing for retail & consumer goods at Microsoft.Casey Golden, is CEO of Luxlock, a RETHINK Retail Top Retail Expert from 2023 - 2025, and Retail Cloud Alliance advisory council member. Obsessed with the customer relationship between the brand and the consumer. After a career on the fashion and supply chain technology side of the business, now slaying franken-stacks and building retail tech!Includes music provided by imunobeats.com, featuring Overclocked, and E-Motive from the album Beat Hype, written by Heston Mimms, published by Imuno.

Dave, Esmee, and Rob take a moment to look back on the wild ride that was Season 4—revisiting the themes that sparked the biggest conversations and the guests who left a lasting impression. They also reveal what's on their summer to-do lists and drop a few juicy hints about what's coming in Season 5. Get ready—it's going to be even bigger and bolder.Thank you to all our listeners and guests for joining us in Season 4 - have a great summer and we will see you in September!TLDR:00:40 Season 4 by the numbers – and a fun mix-up with round figures03:20 Reflecting on standout topics and memorable guests03:42 Scaling AI: Hyperscaler narratives, tech momentum, and the adoption gap13:18 Ethics in the AI era – how organizations can and must stay grounded18:12 The human factor: Why “human-in-the-loop” matters more than ever27:29 Sovereignty in tech – geopolitics, shifting narratives, and the rise of Sovereign AI37:16 A deep dive into Telco – highlights from our dedicated mini-series53:48 2025 tech trends with Gene Kim55:33 Listener Q&A: Daniel Delicate on Cynefin vs. IT operating models1:01:44 Andrea Kis on keeping humanity in fast-paced tech1:06:09 Ezhil Suresh on how we prep and record our podcast with top-tier guests1:11:38 John Eaton-Griffin on how guests have shaped our thinking1:17:19 A word from our co-host1:19:57 Looking ahead to Season 5: AAA episodes, new industry mini-series, and Hyperscaler events1:22:09 Meet our new AI companions: Substack and the Cloud Realities chatbot1:23:40 What's next for us this summerHostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/'Cloud Realities' is an original podcast from Capgemini

The clip of the famous Carousel pitch scene (it's all about nostalgia, and it will make you nostalgic for peak tv)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.

Send us a text10 most common – and costly – marketing mistakes companies are still making in 2025. From confusing tactics with strategy, to neglecting customer experience and failing to adapt fast enough, this episode breaks down real-world examples, including brands like Pepsi, Nokia, Blockbuster, and more. Perfect for marketers, founders, or anyone who's ever asked: "Why isn't our marketing working?" أكثر الأخطاء التسويقية شيوعًا والتي لا تزال تُرتكب حتى عام ٢٠٢٥. من الخلط بين التكتيك والاستراتيجية، إلى تجاهل تجربة العميل وعدم مواكبة التغيير، نستعرض أمثلة واقعية من علامات تجارية كبرى مثل Pepsi وNokia وBlockbuster وغيرها. حلقة مخصصة لكل من يعمل في التسويق، أو أسّس مشروعًا، أو سأل نفسه يومًا: "ليش التسويق تبعنا ما عم يشتغل؟ Support the showSupport the Podcast on:https://www.paypal.com/paypalme/okuwatly?locale.x=en_UShttps://www.buymeacoffee.com/MaBa3refSubscribe to Maba3ref Newsletter:https://maba3refbranching.beehiiv.com/Connect with Maba3ref Podcast:https://www.instagram.com/maba3refbyomarConnect on TIKTOK:https://www.tiktok.com/@okuwatly

Zendesk CEO Tom Eggemeyer joins Michael Krigsman to discuss the impact of AI CX on customer expectations. They explore real-world lessons from the Zendesk AI journey, including what has worked and what hasn't. Learn how customer service is being reshaped by ChatGPT and artificial intelligence and machine learning.Key Topics Covered:The shift from traditional chatbots to reasoning AI agentsWhy Zendesk only gets paid when AI successfully resolves issuesHow AI is more accurate (and sometimes more empathetic) than humansThe surprising ways AI is changing customer service metricsReal-world examples of AI successes and failuresThe future of work in an AI-dominated landscape

Live from the LEAD Summit, Sandy Hernandez sits down with Sarah Angelmar, Executive Director of Customer Experience at Clarins Group, the brand that helped define “clean beauty” before it was a trend. From their AI chatbot "Cara" to the emotional science behind loyalty, Sarah reveals how Clarins blends 71 years of family heritage with bold CX innovation. Timestamps [02:00] – Clarins' roots: From plant science to prestige skincare [05:30] – "Cara": The AI chatbot that supports (not replaces) beauty advisors [08:15] – Why Clarins became a B-Corp, and what it means for customers [11:45] – Rethinking loyalty: No points. No gimmicks. Just trust. [15:20] – How customer emotion informs CX design [19:10] – Family-owned in a corporate world: Moving fast without losing soul ✨ “We don't want to be transactional. We want to be unforgettable” — Sarah Angelmar Join our global retail community: www.globalretailleaders.com

What does it take to build a brand that earns loyalty across generations? Crayola is more than crayons—it's a creative ecosystem built on emotional insight, personalization, and purposeful storytelling. In this episode of The Modern Customer Podcast, Victoria Lozano, Crayola's Chief Marketing Officer, shares how her team designs meaningful experiences across every touchpoint.

On this episode of the Customers First Podcast, I have an insightful conversation with Ken Cox, President of River City Internet Group and the mind behind InLink.com—a platform dedicated to providing small businesses and solopreneurs with the essential tools needed for success. Ken passionately shares his journey from a challenging childhood to becoming a key player in the tech industry, illuminating how his early experiences shaped his approach to empowering entrepreneurs.    Ken discusses the disparities he observed in the business landscape, particularly regarding the resources available to larger corporations compared to small businesses. He emphasizes the importance of creating a level playing field through technology, allowing smaller entities to compete effectively. His mission with InLink.com is to simplify operations for small businesses by offering an all-in-one suite that includes a fully integrated CRM, office tools similar to Google Drive, and unparalleled support. We explore how these resources not only improve productivity but also enhance customer experiences by streamlining communication and marketing efforts.   Throughout our discussion, Ken highlights the transformative impact of artificial intelligence in the business realm. By implementing AI-driven solutions, Ken aims to alleviate common pain points faced by small business owners, ultimately allowing them to focus on what they do best—serving their customers.   We dive deeper into the functionalities that differentiate InLink.com from other software on the market, such as its commitment to user data privacy, integrated marketing capabilities, and ease of use for entrepreneurs who may be apprehensive about navigating digital tools.   As our conversation unfolds, Ken predicts a future where small businesses leverage both Web 2.0 and 3.0 technologies to expand their presence beyond local markets. He envisions a time when Main Street businesses can create a national brand identity through innovative products and online courses, ultimately doubling or even tripling their revenue streams. For those eager to implement cutting-edge solutions and build winning strategies for their businesses, this episode is a must-listen.   Kens' Contact Information: Website: https://kencox.com LinkedIn: @kencox YouTube: @ClicksBricksPodcast   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future.   Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

This week on mtmj podcast w/the wife, the hosts engage in a lively discussion covering a range of topics from cultural commentary on entertainment and representation to corporate scandals and personal relationships. They delve into the implications of celebrity news, the ethics of corporate relationships, and the challenges of modern parenting. The conversation also touches on legal issues surrounding kidnapping and the responsibilities of parents, culminating in reflections on the complexities of life in today's society.(00:00:00) Introduction and Episode Overview(00:02:24) Cultural Commentary on Entertainment and Representation(00:09:04) Corporate Scandals and Ethics in Relationships(00:14:43) Uber's Business Practices and Customer Experience(00:20:01) Legal Consequences and Sentencing in Criminal Cases(00:23:29) Personal Relationships and Legal Battles(00:30:20) Kidnapping Case and Parental Responsibility(00:37:25) Closing Thoughts and ReflectionsBecome a Patreon of the mtmj poDcast w/the wife for bonus episodes and visual content. Join our Patreon Here: https://patreon.com/MTMJPodcastwiththewife?utm_medium=unknown&utm_source=join_link&utm_campaign=creatorshare_creator&utm_content=copyLink

After releasing the article, "The Elephant In The Room: Casino Security," Nick Ippolito, Player Development Mentor AKA "The Host Whisperer,"  joins URComped CEO, Craig Shacklett in a deep discussion about customer service. The conversation covers Ippolito's experience at Soboba Casino, issues around casino security, the role of non-gaming employees in player development, the significance of understanding player experiences, and more. Read the article here: https://www.linkedin.com/pulse/elephant-room-casino-security-nick-ippolito-bg4nc/ Topics Discussed: - Ippolito's time at Soboba Casino - Casino security issues - Non-gaming employees and player development - How casinos evaluate and fix security issues - Understanding the player experience - Importance of feedback and acting on it Learn more: https://trio360.vip/the-true-customer-experience-cocktails-at-the-tangiers-nick-ippolito-interview/

Mit Marc Funk (FrontNow) Staffel #12 Folge #12 | #Marketing_021 Der Podcast über Marketing, Vertrieb, Entrepreneurship und Startups *** www.frontnow.com/ www.linkedin.com/in/marcfunk/ *** Marc Funk, Gründer von FrontNow, berichtet im neuesten Marketing From Zero To One Podcast über die Entwicklung seines KI-Startups, das virtuelle Kundenberater für große Handelskonzerne wie Audi oder Jumbo realisiert. Nach einem Pivot von einem Sortimentsoptimierungstool hin zur KI-gestützten Beratung stieß das Startup mit perfektem Timing kurz vor dem ChatGPT-Hype auf starke Nachfrage. Entscheidende Erfolgsfaktoren waren frühe Großkunden, ein skalierbarer Vertrieb, proprietäre Datenbanken und strikte Compliance. Marc berichtet offen über seine Gründungserfahrungen, frühe Netzwerke, AI-First-Mindset – und über seine Vergangenheit und Begegnungen mit Jan Marsalek. *** 01:04 – Einstieg & Vorstellung 01:33 – Was FrontNow macht: KI-Kundenberatung im E-Commerce 02:28 – Use Cases: Audi Irland, Jumbo (CH) 03:16 – Teamgröße, Geschäftsmodell, Kennzahlen 04:04 – Persönlicher Hintergrund, Studium, Netzwerk 07:26 – Einstieg ins Unternehmertum, Motivation, Persönlichkeitsstruktur 09:29 – Gründungsgeschichte mit Freunden, Ursprungsidee & Pivot 12:14 – Erstes Produkt: Sortimentsoptimierung & Herausforderungen 14:59 – Entscheidung zum Pivot: virtueller KI-Kundenberater 16:53 – Erster Kunde Jumbo & Erfolgsstory mit Coop-Gruppe 19:17 – Großkundenstrategie & Preisstruktur 21:53 – SAP-Partnerschaft & Vertriebsbeschleunigung 23:03 – Skalierung über mehrere Branchen & Länder 24:32 – Events & Konferenzen als Leadquelle (z. B. OMR) 26:54 – Masterclasses & Kunden-Co-Presenting 28:16 – Eventformate & Salesstrategie 29:47 – Outbound vs. Events: Was besser funktioniert 31:19 – Aufbau des Sales-Teams: Netzwerk, Lucky Shots 33:22 – Kultureller Fit & Hiring 34:09 – KI-Technologie bei FrontNow 37:58 – Datenschutz, GDPR & technisches Setup 40:00 – Wettbewerbsvorteil durch proprietäre Datenbank 42:04 – Tech-Team & AI-First Mindset 43:52 – Zukunft von E-Commerce & Rolle von Agents 45:50 – Infrastruktur & Daten als Kernprodukt 46:34 – Generative Engine Optimization & Google/Bing 46:54 – AI-First Mindset in der Unternehmenskultur 48:41 – Hiring & AI-Kompetenz bei Bewerbenden 49:54 – Inspirierende AI-Nutzung: Beispiel Parloa 51:25 – Produktivität durch MVPs & AI 52:15 – Frühere Gründung: Online-Supermarkt & Jan Marsalek 54:38 – Insolvenz durch eingefrorene Marsalek-Gelder 57:31 – Investitionsstrukturen & Rückblick auf Wirecard-Erfahrung 58:38 – Abschluss & Kontaktbereitschaft für Zuhörer:innen *** Die Zeitangaben können leicht abweichen.

What does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You'll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and consistency across every touchpoint.Jeannie explains why true customer focus requires more than good intentions. It's about mindset, strategy, and accountability—measured by outcomes, not slogans.Ask yourself this powerful question: If you noticed something broken in your customer experience today, would you feel empowered to fix it? Your answer reveals volumes about your organization's commitment to being truly customer-centric.Resources Mentioned:CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookCX Success Statement Workbook -- https://bit.ly/cx-success-workbookLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

In this episode of Fuel Your Drive, I share a personal story that highlights just how critical customer service is in business. After a chemical burn incident at a store I've supported for over a decade, I was shocked by the lack of response and care from the owner—no apology, no accountability. I break down why small gestures matter, how one moment can ruin years of trust, and what every business owner must do to protect their brand. If you want your business to thrive, you need to master the details, from holding the door to delivering a sincere apology.

In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We'll explore: The power of a strong Customer Experience Framework Getting your organization on the same page to avoid siloes and duplication Creating a space where employees can do their best work and drive repeatable, engaging customer service Developing a team with a heart for hospitality Deploying your customer experience and hospitality strategy Reinforcing, measuring, and coaching your hospitality and CX strategy for success now and into the future Whether you're a business owner, CX leader, C-Suite Executive, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

True Religion is back — and it's not just about nostalgia. In this episode of Retail Remix, host Nicole Silberstein sits down with Tina Blake, Creative Director at True Religion to explore the brand's impressive comeback with Gen Z.Tina shares her approach to evolving True Religion's design language, building a bolder women's assortment and leveraging partnerships — from celebrities like Megan Thee Stallion to Latinx brands like Bella Doña — to create moments that resonate with young consumers.They also discuss:How True Religion blends street-level style insights with its heritage brand image;How trend data and cultural cues guide True Religion's product and creative strategies;The brand's rapid growth in women's and its plans to expand the category even further; andWhy authenticity is key to celebrity and cultural collaborations.RELATED LINKSExplore True Religion's latest drops and digital experienceRead more about brand reinvention on Retail TouchPointsListen to more episodes of Retail Remix

In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company's new mission: Creating a NiCE World. This isn't just a rebranding message — it's a strategic shift toward unified, proactive, and AI-enabled customer experiences. Andy and Colin explore why AI alone isn't enough, the dangers of siloed implementations, and why leading organizations are turning to platforms — not point solutions — to orchestrate connected, emotionally resonant journeys. If your organization is serious about CX transformation, this conversation provides clear guidance on where to start, what to avoid, and how to align internal functions toward a shared customer strategy. Quote of the Episode “The moment you find success with AI, you'll want more. That's why you have to start with a platform — not a point solution — so your entire organization can scale, align, and deliver a truly connected experience.” — Andy Traba, VP of Product Marketing, NiCE  

Want to improve customer experience for more people — and do it in a way that's inclusive, intentional, and backed by data? In this episode, I'm joined by behavioral scientist and data psychologist Patrick Fagan, who ran a fascinating year-long experiment: trying one new experience every single week. His goal? To expand his perspective and build deeper empathy — something all brands need if they want to create experiences that make people feel like they truly belong. You'll learn why customer experience and inclusive marketing are inseparable — and how diversifying your circle of influence can be a highly effective (and often overlooked) strategy for doing both well. This idea is part of my 5C's framework for building inclusive brands — and in this conversation, we explore how exposure to new people, places, and ideas can transform how you serve all your customers. If you want practical insights on creating more meaningful, equitable brand experiences — this episode is for you. Get the Inclusion & Marketing Newsletter - www.inclusionandmarketing.com/newsletter Patrick Fagan - https://www.patrickfagan.co.uk/

What can Disney fireworks, empowered employees, and “the little things” teach you about running a standout retail business? A lot more than you think. In this bonus episode, Vance Morris—a former Disney World executive turned customer experience strategist—dives into the principles that made Disney world-renowned for customer loyalty.Vance shares how retailers can borrow from Disney's playbook to elevate everyday interactions, boost retention, and outshine competitors—without a theme park budget. Whether it's redefining your target market or empowering your team to resolve customer issues, this episode will inspire you to rethink your customer experience from the ground up.[4:27] What Disney fireworks reveal about building loyalty[9:24] The one thing that can quietly kill your business[13:29] Rethinking your real competitor[23:49] Why empowered employees make or break the experience[30:49] The small touches that leave a lasting impact[37:31] Who Disney is really targeting?[44:41] Practical steps to “Disneyfy” your businessJoin the Rooted in Retail Facebook Group to continue the conversation Join our newsletter for all the latest marketing news for retailers Show off your super fandom by getting your Rooted in Retail Merch!

Technology integration offers a significant benefit to companies and organizations that prioritize customer experience as a core component of their business operations, enabling them to maintain a competitive edge.  The delicate balance between optimization and deep connection to customers is where today's marketplace will separate companies that succeed now from those that succeed in the long run. It is time to ensure that you are flipping the script and prioritizing the experience and convenience of customer buying paths in your strategic growth decisions. In this program, you will hear what it takes to design your tech stack for user experience, that big data is less important today than thick data (and what that means for your company), and that creating your company's future relevance requires monitoring customer relationships in new ways.  Jess Dewell discusses AI and Intuitive Leadership with Krishna Raj Raja, Founder and CEO of SupportLogic, about the necessary elements to design customer experiences into the integration of new and emerging technologies, and why it is BOLD to future-proof your business by elevating customer experience.  —----------------- If you want to identify business bottlenecks, the necessary skills, the initial actions to take, the expected milestones, and the priorities for achieving growth, try the “Growth Framework Reset“ approach. This will help you keep learning and growing while working strategically on your business. -------------------- You can get in touch with Jess Dewell on Twitter,  LinkedIn or Red Direction website. 

Join us for a behind-the-scenes look at one of the most trusted names in medical aesthetics. In this episode of Skin Anarchy, Dr. Ekta Yadav sits down with Lynn Heublein, co-founder and CEO of SkinSpirit, to explore how a background in engineering and tech led to the creation of a med spa empire grounded in ethics, education, and patient-first care.Lynn shares how SkinSpirit grew from one Palo Alto location into the nation's leading provider of Botox and fillers—not by chasing trends, but by holding true to rigorous standards of training and safety. Listeners will hear how her partnership with plastic surgeon Dr. M Dean Vistnes shaped SkinSpirit's founding philosophy: lead with science, grow with integrity, and always do what's right for the client.This episode unpacks the hidden dangers of social media-fueled overtreatment and unqualified injectors, and how SkinSpirit's “curated, not trendy” approach helps clients age with intention and confidence. Lynn also opens up about SkinSpirit's partnership with Nordstrom—a move grounded in trust and aligned values, not marketing optics.Whether you're in the industry or simply navigating your own skincare journey, this conversation reveals what it truly means to combine clinical excellence with ethical care. Tune in for a powerful conversation on personalized aging, the importance of mentorship, and why doing less—when done right—can mean so much more.To learn more about SkinSpirit, visit their website and social mediaCHAPTERS(0:00) Introduction to SkinSpirit(1:00) Lynn's Background and Journey into Med Spa Industry(3:31) The Birth of SkinSpirit: From Personal Experience to Entrepreneurship(6:31) Technology Meets Aesthetics: Innovation in the Med Spa Industry(10:03) Building Trust: SkinSpirit's Commitment to Safety and Client Care(12:03) The Role of Customer Experience in SkinSpirit's Success(16:52) Setting Expectations: Educating Clients and Managing Treatments(20:57) SkinSpirit's Approach to Staff Training and Professional DevelopmentLearn more about Function Health and join using our link. Visit www.functionhealth.com/SKINANARCHY Please fill out this survey to give us feedback on the show!Don't forget to subscribe to Skin Anarchy on Apple Podcasts, Spotify, or your preferred platform.Reach out to us through email with any questions.Sign up for our newsletter!Shop all our episodes and products mentioned through our ShopMy Shelf! Hosted on Acast. See acast.com/privacy for more information.

One of the most-listened and shared episodes of 2024 - an episode that multiple people reached out months later to say "this single episode helped me launch my business." So, that's cool. It's on standing out in a crowded market, and it's on mice. Specifically, the guy who got rid of ours. There are four lessons, a framework, Customer Journey Mapping and the Feature Fold. TackleboxIdea to Startup NewsletterIdea to Startup BotSugar (but it stinks)00:30 Intro02:00 We've Got Mice05:15 The Mouse Man's Funnel07:50 Smooth Jazz08:21 One - Build Your Funnel to Match Customer Emotion11:45 Good Questions For Your Funnel12:30 Two - Contrast from the Feature Fold14:30 Saving your Customers a Decision15:53 Three - Take Yourself Seriously19:14 Four - The Things Other People Stink At22:14 The End22:50 Recap of the Four Lessons

"The only thing that's going to matter are the people, nothing else." Notable Moments [01:49] Listener question on revamping a customer experience model [02:53] Leadership's role in defining and upholding standards [04:09] Why service must be intentional and modeled from the top [05:59] Why customer complaints are almost never about the product [08:38] The origin of Lee's storytelling-based training model [10:30] How scripting experiences leads to consistency and excellence Lee Cockerell, former Executive VP of Walt Disney World, answers a listener question about revamping a customer experience model for a large organization. Drawing from his experiences at Marriott and Disney, he shares practical advice on leadership, training, service standards, and using storytelling as a tool to create consistent, memorable guest experiences. Read my blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

In this episode of GarageCast, Sam and Tony share their recent car-buying experiences—and it's more than just a story about switching rides (again). From tech-savvy search tools to seamless customer service, Sam and Tony contrast the automotive buying experience with the powersports world, revealing powerful takeaways for dealers. Hear how one salesperson's next-level service set a new standard—and why powersports and marine dealers must step up in key areas like transparency, follow-up, and online presence. Tune in for a candid, eye-opening look at what today's buyers expect.

In this insightful episode of the Remarkable Retail podcast recorded live at the CommerceNext Growth Show in New York, Sarah Henry, Vice President, Head of Content, Influencer & Commerce at Walmart, discusses how one of the world's largest retailers is at the forefront of digital innovation. Sarah shares her journey from classical pianist to marketing executive, charting her unique path into eCommerce and social media leadership.The discussion dives deep into how Walmart is meeting the evolving expectations of Gen Z and Gen Alpha consumers. Sarah explains how the boundaries between brand discovery, engagement, and purchase are transforming, particularly for younger demographics who now discover products on social platforms more than in physical aisles or via traditional search engines. She shares insights into Walmart's strategic shift, including the rollout of the "Who Knew?" campaign, which highlights surprising products and services available through Walmart, ranging from exclusive Pokémon cards to stylish fashion from brands like Free Assembly.A central focus of the conversation is "Walmart Creator", the brand's in-house platform launched to streamline influencer engagement and power social commerce. Sarah explains how this platform connects tens of thousands of creators directly with Walmart's ecosystem, enabling shoppable content that seamlessly bridges inspiration and transaction.The conversation also touches on the increasing role of artificial intelligence in commerce. Sarah emphasizes the balance between technology and human creativity, asserting that Walmart's approach is "tech-led and people-powered." She discusses how AI is being used to support creators, personalize experiences, and enhance the customer journey, while remaining cautious about authenticity and scale.Sarah offers a look at attribution and measurement, acknowledging progress while recognizing room for improvement. She also shares her excitement for the future of social commerce and the continued growth of the creator economy as a legitimate career path. Throughout the episode, she underscores the importance of adaptability and real-time testing in a retail landscape that is changing by the day. About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

Customer Care's Evolution From Cost Center to Profit Center  Shep interviews Sowmyanarayan Sampath (known simply as Sampath),  Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares  his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can you turn your call center from a cost center to a profit center?  Why should companies invest in improving customer experience?  How can organizations use customer feedback to enhance their products and services?  Why is it important for leadership to be accessible to customers when addressing service issues?  How can proactive customer service resolve complex issues more efficiently?  Top Takeaways:    Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it's reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product.  Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don't have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family.   First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That's why having a "customer champion" inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers.   Being "customer first" means making sure every channel, whether it's digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what's easiest for them and have a great experience every time, it contributes to creating a flawless experience.  AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly.   Retail isn't dead. It's just become impersonal for many customers. However, if you create a store experience that's good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again.  Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term.  Quote:   "When a customer reaches out to us, they don't reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher."    About:     Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that's the largest in the U.S., generating over $103 billion in annual revenue.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Does your brand deliver answers faster than your customer can send a text message? Agility in CX is about answering customers before they finish the thought. If you can't evolve at that pace, you're already behind. Today we're going to talk about what Verint's brand‑new 2025 State of Customer Experience report tells us about loyalty, automation, and the thin line between keeping and losing a customer. To help me discuss this topic, I'd like to welcome Anna Convery, Chief Marketing Officer at Verint. About Anna Convery Anna Convery serves as Chief Marketing Officer of Verint. Anna joined Verint in March 2025 with more than 20 years of experience in enterprise technology marketing, product management, and sales. Anna has global responsibility for all Verint marketing functions, with a focus on market growth, industry positioning, and revenue generation. She is a recognized advocate for STEM education and professional development for women and girls. Resources Verint: https://www.verint.com https://www.verint.com This episode is brought to you by Verint, a leader in customer experience automation. The world's most iconic brands – including more than 80 of the Fortune 100 companies – rely on Verint AI technology for customer care. Learn more here: https://www.verint.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Get a copy of the Verint State of CX Report: https://www.verint.com/resources/the-state-of-customer-experience-2025/ 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