Podcasts about Customer experience

ABOUT JOE PINE: Joe's LinkedIn profile; linkedin.com/in/joepine Websites: strategichorizons.com (Blog) StrategicHorizons.com (Company) strategichorizons.com (Personal) SHOW INTRO: Today, EPISODE 86… I talk with Joe Pine Joe Pine, an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike... *                     *                          *                          * I've been in the world of retail place-making for a few decades. 3 would qualify as ‘a few' I guess. I took a detour for a few years in the late 20-teens, shifting from retail design into the play space of hospitality – a wonderful diversion. The transition was transformative to be sure. I got to re-imagine what I knew about customer experience place making in terms of retail stores and turn my lens towards another fascination – hotels. The interesting thing that emerged was the recognition that in the world of retail everyone, brands, and retail designers and architects alike, were all going on about experience.  Now this in and of itself was curious because I'd been designing stores for a couple decades, and I couldn't recall one client who had ever come to the game and said – ‘hey lets create a really miserable experience for our customers…' ‘…Let's make it hard to understand the assortment, hard to read the labels, bathe the product in bad lighting, have people walk the store not being able to find the thing they came in for, etc…' Not one. Ironically though, while many clients never asked for that, we have all had the experience of that exactly being the case in many stores we go to. So no,… creating a bad experience was never the strategy. We retail designers always sought to create places where positive experience was key. The stuff was important to be sure, but the experience - the emotional residue of the retail interaction - was what was critically important. The stuff was supposed to deliver on what it purported to do, fit well, wear well, not break down, taste good, make you feel better, whatever… it was supposed to work. Otherwise why buy it? In some cases, the stuff just had to deliver on its practical, functional level, it didn't need to give you more than that. It was a commodity that lived up to its promise. In other cases the stuff delivered on function but gave you oh so much more on an emotional, socio-cultural, psychological, spiritual, level… and all of that is about brand relevance and emotional impact of owning the thing – what it says about you. It's like looking at the difference between a paper bag which you could get for about 5 cents and a Birkin bag for which you'd drop $50,000. They both provide the same functional use – they carry other stuff – I think we could make a pretty sound argument that that is true. But now the Birkin bag, well… it is supposed to offer you so much more about who you are, and what tribe you run with and a host of other non-tangibles that deeply connect us to a brand. Things way beyond function. And if the paper bag got wet and fell apart, well… you could be confident that for the price of the Birkin bag you could literally get a million replacements. The interesting thing about the stuff, or services, in retail places whether a commodity or something altogether magnificent and magical was that in either case we had to wrap it in positive experience. Mess up the experience and you've damaged the relationship. And repairing that rupture can take some time.  So, experience matters because the overt and subtle messaging that accompanies a shopping trip is important in fostering the long-term connection between a customer, product (or service) and the brand. The value proposition that determines my choice of one brand or retailer over another can't just be they have lots of whatever it is at low prices. Price point and SKU count are not differentiators in an economy where you can get virtually anything on Amazon and have it delivered to your door and, as a brand or retailer, you are hoping to engage an emerging cohort of customers who craves more than getting a good deal. Now... the interesting thing about hospitality is that industry never really sold stuff. You didn't take home the hotel room (at least not until more recently). You took in, and took home, experience - the body memory and emotional residue of being there. Your stuff, as it were, was a camera full of images and tchotchkes bought along the way during the trip that serve as a conduit or a link to, or a trigger of memories and emotional responses to experiences previously lived. You don't bring home the hotel room, though you can now buy the Westin Heavenly bed and all of the linens – I have often wondered why, if I love the room décor, I can't just walk around with my phone and point it at QR codes on everything and in a flash have the whole thing purchased and sent off to my home or apartment to redo the guest room – or my own bedroom for that matter? So…in the end retail sells stuff and wraps it in experience and hotels only sells experience though the industry is starting to get it that selling stuff may extend the brand experience beyond the hotel stay into your home…. Another interesting distinction between hospitality and retail is time. In the hospitality world you spend an overnight or maybe a few days immersed in the brand experience. In a retail store dwell time is often measured in seconds or minutes. This matters because it suggests that retail has to come on strong and be impactful quickly, capturing interest and trying to hold it. Everyone in retail knows the longer the stay the more conversion – larger basket size. Get customers to linger longer and their consideration of other things that were not on their primary shopping list begin to be a little more interesting.  There are environments that sell spectacle, the digitally immersive environments that we see emerging into the market like Moment Factory Lumina walks, meow wolf, the Monet digital experiences and things like Artechouse. While they are visual captivating, what is being sold is time in the form of 20-minute shows and 2 hour walks in a midnight forest. Time is the currency of experiences, and more companies should figure out how to charge for it. The both challenge and opportunity here is that in an economy that seems to be time starved because our attention is so fractured into micro moments,  time and attention are intricately intertwined.  And the rules of basic economics are at play suggesting that the more scarce something is the more expensive it becomes to acquire it. Customer acquisition when pedaling time becomes a costly endeavor. But then time seems to pass by without notice when experience is built on a good story. All good experiences engage the imagination in narrative. We are built for story more than logic though we have believed the at later is the dominant prowess of our species.  And stories directly effect our neurobiology in remarkable ways that allow the narrative to come alive in us. Remember, that we came to understand the world through dance, rhythm  and stories told around fires for millenia - even before language became a prime vehicle for expression. Our affinity for story is deeply woven into our very beings. So, all great experiences are built on great stories.  Narrative manifest become brand experience places.  These places for selling goods and services are like stage sets for stories to unfold.  I love the theatre and have always felt that retailers and brands should instruct their sales associates to act out their parts in the brand narrative and embrace the idea of theater as a customer interaction strategy.  I've always thought of the theatre as something into which I dove for a time, becoming full emersed in the story and emerged somehow changed. I learned something I didn't know previously, saw the world from a different point of view, I would become one of the characters in the story and was, may be, in some way transformed.  Certainly during the performance, I was definitely in and out of body state – no longer me. The world beyond the story unfolding in front of me disappeared for a time. And so great experiences can also be transformative... The NXTLVL Experience Design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production is by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

What happens when the most frustrating part of customer service, waiting on hold, repeating yourself, and fighting your way through endless phone menus, finally starts to disappear? In this episode, I sit down with Neil Hammerton, CEO and co-founder of Natterbox, to talk about how AI is reshaping customer experience in ways that feel practical rather than theatrical. We begin with a conversation about the gap between what customers have tolerated for years and what they expect now. Whether it is a bank that still puts you through layers of outdated IVR menus or a service team that answers straight away and solves the issue, those experiences stay with us. Neil makes the case that voice is far from dead. In fact, he believes voice is becoming one of the most exciting places to apply AI, especially when businesses want faster, more human interactions at scale. What I found especially interesting was Neil's view that AI should be treated like a new employee. That means training matters. Tone matters. Context matters. If businesses want AI assistants and agents to succeed, they have to teach them how the organization works, how conversations should sound, and when a human needs to step in. We talk about the difference between using AI for simple triage and using it to complete tasks end to end, from handling password resets to helping callers outside office hours or during spikes in demand. Neil also shares why the smartest path is rarely a giant leap. It is usually a series of smaller, lower-risk steps that build confidence and real results over time. We also get into one of the biggest concerns hanging over every AI conversation right now, whether these tools are replacing people or helping them do better work. Neil's answer is refreshingly balanced. In many cases, AI is taking care of the repetitive jobs that frustrate staff and slow down service, while freeing human agents to handle the conversations where empathy, judgment, and experience still matter most. That shift can improve customer experience while also making work more rewarding for the people on the front line. There is also a strong message here for business leaders who are still stuck in pilot mode, testing AI without ever quite moving forward. Neil explains why smart pilots need clear goals, good training data, and realistic expectations. He also shares how Natterbox is using AI internally, including producing board packs in a fraction of the time, while still keeping people involved to check, challenge, and refine the output. This episode is a thoughtful look at where customer experience is heading next, and why the future probably belongs to businesses that know when to let AI lead, when to keep humans in the loop, and how to blend both into something customers actually value. What are your thoughts on the balance between AI efficiency and human connection in customer service, and where do you think businesses are still getting it wrong?

Summary In this episode of the AI for Sales podcast, host Chad Burmeister speaks with Chirag Kulkarni, co-founder and CEO of Hobbes, about the evolving role of AI in sales and customer experience. They discuss how AI is transforming customer interactions, the balance between automation and human touch, and the misconceptions surrounding AI's capabilities. The conversation also touches on emerging technologies, ethical considerations, and the importance of emotional intelligence in sales. Takeaways AI is shifting from automation to augmenting human capabilities. Customers expect software to simplify their tasks. The human element in sales remains crucial despite AI advancements. AI can resolve issues faster, enhancing customer experience. Finding the right balance between AI and human interaction is essential. Misconceptions about AI's intelligence can lead to unrealistic expectations. Humans possess emotional intelligence that AI cannot replicate. Local AI models are set to revolutionize the industry. Transparency in AI interactions fosters trust with customers. Ethical considerations in AI are becoming increasingly important. Chapters 00:00 Introduction to AI in Sales 02:03 The Evolution of Customer Experience with AI 05:28 AI's Role in Onboarding and Customer Retention 09:10 Misconceptions About AI and Its Capabilities 12:48 Balancing AI Automation with Human Touch 16:38 Emerging Technologies in AI 20:09 Ethical Considerations in AI The AI for Sales Podcast is brought to you by BDR.ai, Nooks.ai, and ZoomInfo—the go-to-market intelligence platform that accelerates revenue growth. Skip the forms and website hunting—Chad will connect you directly with the right person at any of these companies.

Key Takeaways Smart friction: AI prioritizes speed and efficiency, but in retail experiences where shoppers value engagement, intentional friction can enhance customer satisfaction and ultimately drive better returns, giving rise to the idea of "smart friction." Use case: Trader Joe's, for example, deliberately avoids self-checkout to create smart friction, using wait time to immerse customers in design, promote product discovery, and foster interactions with staff that enhance the overall brand experience. By preserving the elements that make its brand special rather than blindly automating for speed, the grocery retailer has been able to stay competitive despite having fewer locations than many rivals. Don't over-automate: While many AI solutions will benefit enterprises, organizations should be careful not to automate away the core elements that define and differentiate their brand. Visit Cloud Wars for more.

Are you spending most of your marketing budget chasing new customers while the ones you have are leaving? Do you suspect that better customer retention could be your biggest revenue lever, but you're not sure where to start? To discover a proven three-part framework to keep customers coming back and turn them into your most effective marketing channel, I interview Shana Lynn Bresnahan.Guest: Shana Lynn Bresnahan | Show Notes: socialmediaexaminer.com/709Review our show on Apple PodcastsSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

How do you design customer experiences that work for everyone when friction isn't the same for everyone? Allyson Witherspoon, Chief Marketing Officer at Nissan, reveals how customer experience has become a core growth strategy—and why most brands are getting it wrong. In this episode, you'll learn how to remove friction for different consumer needs by designing around context and identity. Allyson shares how Nissan creates flexible entry points (like their Rogue hybrid lineup) that address different friction points within the same demographic—from range anxiety to charging concerns to environmental priorities. You'll discover: Why customer experience is now central to the CMO role and business growth How to design tight core experiences with flexible entry points based on consumer context The difference between proximity and research when building authentic customer experiences How internal friction in your organization creates friction for your customers Why consumers ask their ecosystems for answers—and how to show up there The role identity plays in shaping what "frictionless" means for different people Plus, hear from Victoria Lozano, CMO of Crayola, on building brand ecosystems that meet consumers where they are—through products, experiences, and content. Last week, we explored why general market strategies hurt brand growth with Myles Worthington. This week, discover how to serve mass market audiences by infusing identity into every touchpoint of the customer experience. Together, these episodes show the complete picture: marketing strategy that resonates + customer experience that converts = frictionless growth. Learn more about the Frictionless Growth Marketing Framework and take the 2-minute friction diagnostic at www.frictionlessgrowthlab.com/quiz. Mentioned in this episode: Episode 204. Why Most Growth Strategies Underperform -- And the 7C Growth Marketing Framework That Fixes Them | Apple Podcasts - https://podcasts.apple.com/us/podcast/204-why-most-growth-strategies-underperform-and-the/id1604907821?i=1000751786391 | Spotify - https://open.spotify.com/episode/6FMUMdRYqlYPgeYMj18ZlX?si=ce51361d637042d6 Episode 205. General Market Strategies Are Hurting Your Brand Growth. What Smart Brands Are Doing Instead (feat. Myles Worthington) | Apple Podcasts - https://podcasts.apple.com/us/podcast/205-general-market-strategies-are-hurting-your-brand/id1604907821?i=1000753667740| Spotify - https://open.spotify.com/episode/003AwA9cDBM1ZbbrKI4P5s?si=277765cc0e884ca0 Episode 198. The Growth Strategy Behind Crayola's Global Initiative Engaging 17 Million Kids | Brand Strategy & Customer Acquisition Case Study | Apple Podcasts - https://podcasts.apple.com/us/podcast/198-the-growth-strategy-behind-crayolas-global/id1604907821?i=1000745298692 | Spotify - https://open.spotify.com/episode/3troj0jlYzfBkZ115hERyO?si=0660ab8855ee4398

Summary: What does it really mean to be customer-centric? Where should leaders start if they want to build a culture obsessed with customer experience? In this special mailbag episode of the Customer Service Revolution Podcast, Denise Thompson puts John DiJulius in the hot seat with real questions from leaders about customer experience, culture, and leadership alignment. They tackle topics every organization struggles with: • The difference between customer service and customer-centric culture • How to get leadership aligned around CX • Why employee experience alone does not guarantee great customer experience • What to do with employees who resist new service standards • How to know whether your CX issues are leadership problems or operational problems John also shares lessons learned from 33 years in business, including one leadership mistake he wishes he had corrected sooner. If you're a CEO, executive, or CX leader trying to build an organization customers cannot live without, this episode will give you practical insight you can apply immediately. Listen in as Denise fires the questions and John answers them live. What You'll Learn: Customer centricity must start at the top of the organization. Customer experience is not a "program of the year." It must be an ongoing leadership obsession. Companies that chase short-term wins often sacrifice long-term loyalty. Hiring and training for service aptitude is critical to delivering consistent customer experiences. Employee engagement alone does not produce great CX — employees must also be trained how to deliver it. Leaders should focus their energy on the believers and fence-sitters, not the critics and cynics. Allowing high-producing employees to ignore the culture can undermine the entire organization. Key Quotes: "Customer experience isn't the flavor-of-the-month program. It's an obsession." "There is no Ozempic for customer experience." "If customer experience is not a value of the CEO and the C-suite, it will never become a value of the company." "Employee experience helps create great customer experience, but it doesn't guarantee it." "Celebrate the believers and you'll win the fence sitters." Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Gautam Vasudev, SVP of Product Management for Agentforce Service at Salesforce, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about Salesforce's vision for agentic AI and its role in transforming customer service operations. Vasudev explained that Agentforce Service represents Salesforce's next step in bringing autonomous AI agents into the contact center and customer experience environment. These AI-powered agents are designed to handle routine service requests, assist human agents in real time, and orchestrate workflows across enterprise systems. “Agentic AI allows organizations to move beyond simple automation and into systems that can actually reason through customer issues and take action,” Vasudev said. The goal is to improve both efficiency and customer satisfaction by enabling AI agents to resolve common service requests quickly while allowing human agents to focus on more complex interactions. By integrating AI directly into the Salesforce platform, Agentforce Service can connect customer data, workflows, and communications across the enterprise. Vasudev noted that enterprises are increasingly looking for AI solutions that go beyond chatbots and scripted automation. Agentic AI systems are designed to understand context, interact with multiple systems, and assist human workers in delivering more personalized customer experiences. As industry leaders gathered at Enterprise Connect to explore the future of enterprise communications and AI-powered collaboration, Salesforce highlighted how agentic AI platforms like Agentforce Service could redefine how organizations manage customer engagement and service delivery. Learn more about Salesforce: https://www.salesforce.com/

Realities Remixed, formerly know as Cloud Realities, launches a new season exploring the intersection of people, culture, industry and tech.After years of remote‑first work built on swift trust, companies are asking a harder question: what does a organization really stand for when people rarely show up together? As AI accelerates change, leaders are rethinking presence, team design, and collaboration to fuel trust, innovation, and growth. This week, Dave, Esmee, and Rob are joined by Dr. Tim Currie, disruptor, author, innovator, and advisor, to examine transformation versus trust, the role of AI, and whether organisations can truly build culture without deeper human connection. TLDR00:42– Introduction01:10 –  Hang out: New film releases07:17 – Dig in: The trust gap in remote work17:57 – Conversation with Dr. Tim Currie54:07 – The Wizard of Oz at the Sphere in Las Vegas and staying connected GuestDr. Tim Currie: https://www.linkedin.com/in/dr-tim-currie-37756a/Book Swift Trust: https://swifttrustbook.com/HostsDave Chapman:  https://www.linkedin.com/in/chapmandr/Esmee van de Giessen:  https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan:  https://www.linkedin.com/in/rob-kernahan/ProductionMarcel van der Burg:  https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman:  https://www.linkedin.com/in/chapmandr/ SoundBen Corbett:  https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:   https://www.linkedin.com/in/louis-corbett-087250264/ 'Realities Remixed' is an original podcast from Capgemini

Mary Poppen on LinkedInHer company, Hrizons EX, on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

The following article of the Tech industry is: “Why Operations, Not Interfaces, Define Customer Experience” by Yuriko Huayanam, General Manager LATAM, VTEX. (AA1103)

This episode features innovative farmers and educators sharing their journeys, farm operations, and insights into modern agriculture, raw milk sales, and youth leadership in farming.   00:00Introduction and Guest Introduction 01:05LaKayla's Farming Background and Meeting Her Husband 02:28Advertising and Farm Equipment Tips 04:24LaKayla's Farm Operations and Niche Dairy Market 05:52Raw Milk: Controversy and Benefits 06:49Setting Up the Farm Store and Legal Aspects 08:11Winning the Grow Your Future Award 09:40Farm Store Details and Customer Experience 11:54Farm Events and Agritourism 13:38Customer Demographics and Health Benefits of Raw Milk 15:35Winning Moments and Future Plans 16:32Product Offerings and Business Expansion 17:30Cattle and Market Outlook 18:26Transition from Office Job to Farming 19:54Balancing Family and Farming Life 20:50Encouragement for Young Entrepreneurs 21:47Social Media and Business Marketing 22:46Guest Introduction Blake Anderson 23:14Blake's Farming and Teaching Background 24:10Challenges and Rewards of Teaching Agriculture 25:05Involvement in Farm Bureau and Leadership 26:26Agriculture Education and Youth Engagement 27:23Experience at the National Convention 28:21Advice for Aspiring Ag Teachers 29:15Work-Life Balance and Teaching Challenges 30:37Future Farming Goals and Community Impact 31:04Importance of Agriculture Advocacy 32:29Student Impact and Mentorship 33:52Encouragement for Future Educators 34:49FFA Traditions and Changes 36:39Communication and Technology in Agriculture Education 38:29Participation in National FFA Events 40:49Youth Engagement and Career Inspiration 41:45Reflections on Teaching and Farming 43:39Advice for Future Agriculture Leaders

Dale Renner is the Founder and CEO of Redpoint Global, a software company that helps businesses collect, organize, and use customer data to improve marketing, customer experiences, and business decisions. Since 2006, he has led the company's vision of enabling marketers to orchestrate meaningful customer interactions across channels using advanced data capabilities. Dale brings more than 25 years of experience in CRM consulting, data processing, and analytics software. Earlier in his career, he was a global managing partner at Accenture, where he founded the firm's Global CRM practice. In this episode… Clean data rarely gets the spotlight in AI discussions, yet it often determines whether AI succeeds or fails. Companies invest heavily in analytics and automation, but fragmented data can undermine even the most advanced systems. What happens when organizations finally unify and master their customer data? Dale Renner, a veteran enterprise software entrepreneur and data strategy expert, explains that AI only works when the underlying data is reliable and unified. He emphasizes that companies often rush toward analytics and machine learning before fixing foundational data issues, which leads to faster but flawed results. Clean, governed data enables organizations to personalize experiences, make accurate decisions, and scale engagement across millions of customers. He also notes that industries with massive datasets — like healthcare, finance, and insurance — especially benefit from strong data architecture. Without that foundation, even the most advanced AI tools struggle to deliver meaningful outcomes. In this episode of the Inspired Insider Podcast, Dr. Jeremy Weisz sits down with Dale Renner, Founder and CEO of Redpoint Global, to talk about how clean unified data powers AI and better customer experiences. They discuss the origins of the customer data platform, transforming fragmented data into actionable insights, why regulated industries rely on robust data governance, and how AI is shaping enterprise sales and marketing.

Disney, Trivia Contests, Escape Rooms, Stephen Sondheim, Crosswords, and Puzzles Eagerly awaiting the next season of Reality Escape Pod? Great news! Season 11 is just around the corner. While you wait, enjoy a special compilation from Season 10. Our editor Steve Ewing, has chosen a memorable clip from every episode. It's the ideal way for new listeners to get acquainted with the podcast, and the perfect trip down memory lane for our devoted fans. This season featured a variety of talented creators, escape room owners, designers, game makers, and even a live audio escape room that first debuted at RECON Remote in 2025. One of our dream guests launched the season: Puzzlemaster Will Shortz. This episode was filled with fascinating stories about his time working at Games Magazine and his early years editing the puzzle section for the New York Times. Other veteran creatives this season included Jim “The Oz” Olivia, who helps run the World's Largest Trivia Contest, and Doris Hardoon whose years as an Imagineer at Disney yielded many insights for us into what it took to create “the happiest place on earth” at EPCOT and later at Shanghai Disney Resort. We uncovered the parlor game and puzzle obsessions of Broadway legend Stephen Sondheim with author Barry Joseph, who has published an in-depth look at a little-examined facet of Sondheim's genius.  Adam Bellow detailed the process of developing escape room-inspired educational kits for classrooms all over the world through the work of his company, Breakout EDU. Of course, we had many standout escape room owners share their trials, tribulations, and moments of triumph. Will & Kim Rutherford, owners of Escape Artist Greenville, Stephen & Stevie Kristof of 60 to Escape in the Chicago area, and Jonathan Driscoll & Sacha St. Dennis of Escaparium in Montreal, where RECON will be held in August of 2026.  Zach Sherwin will be at RECON Montreal, running his hilarious act The Crossword Show. He joined David & Peih-Gee to chat about its development, and what it's like to be a comedy rap star on YouTube! And we caught up with Rita Orlov & Lauren Bello of PostCurious to learn about their latest collaboration in the world of boxed puzzle games.  As always, we featured a couple episodes that were pure fun. Yannick Trapman-O'Brien & Lyra Levin played Mark Larson's audio escape room: BLOT. On our Holiday Special, REA team members Theresa Piazza and Andrew Reynolds tested their mettle against Peih-Gee's Playhouse word puzzles. Finally, we received the yearly industry report from RoomEscapeArtist.com Editor-In-Chief Lisa Spira. She walked us through her data analysis concerning escape rooms in 2025, including trends in booking times, revenue, and the growth of challenge arcades. Episode Sponsors Thank you to our sponsors: Buzzshot and Patreon supporters like you.    Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   Become a Patron Today! Supporitng us on Patreon helps to fund our work, pay our team, and it grants you access to an incredible library of bonus content including:  The REPOD Bonus Show The Spoilers Club The Travelogue Series Thank you to all of our ongoing supporters

For the past decade, financial institutions have poured billions into improving customer experience. Digital journeys. Frictionless onboarding. Personalization. Higher satisfaction scores. But according to Joe Pine, that era is over. In this episode of Banking Transformed, I sit down with Joe, the author of The Transformation Economy and co-author of the landmark Experience Economy, to explore what comes after customer experience in banking. If experiences are now expected rather than differentiating, where should banks compete next? Joe argues that the next stage of value creation is transformation. Not better moments, but better outcomes. Not engagement metrics, but measurable progress in customers' financial lives We discuss what transformation really means for banking, why most institutions are still optimizing for the wrong thing, and why banks that fail to evolve risk becoming irrelevant in the most important conversations their customers are actually having. If your strategy still centers on CX as the competitive moat, this conversation will challenge your assumptions. Subscribe to Banking Transformed for weekly conversations with the leaders reshaping the future of financial services.

What is the difference between a forgettable, "average" business transaction and a "mind-blowing" experience? In this episode of the Will Power Project Podcast, Will leads a heartfelt and strategic discussion on the true meaning of customer experience. Moving beyond corporate jargon, the team shares personal stories of extraordinary service, from a kind word at a tire shop to a life-changing interaction at a drive-thru.Will challenges the traditional definition of a "customer," expanding the circle to include colleagues, insurance providers, family members, and, most importantly—ourselves. We dive into the "Self-Service Paradox": the idea that you cannot serve others at the highest level until you have learned to serve and love yourself first.As the company looks toward a major growth phase in 2026, this episode serves as a manifesto for "being the light" in every interaction, proving that empathy, kindness, and radical self-care are the ultimate drivers of professional success and personal happiness.In This Episode, You'll Learn:The Anatomy of "Above & Beyond": Why personalization, empathy, and humanity are the keys to transforming a standard service into a lifelong memory.The 360-Degree Customer: Identifying the hidden customers in your life—including insurance reps, teammates, and yourself.The Self-Service Paradox: Why self-love and self-care are the foundational tools required to be a "sharp tool" for serving others.Turning Conflict into Connection: How to transform angry clients and difficult interactions through radical kindness and respect.Vision 2026: Why internal development and being "good stewards" of current relationships is the essential precursor to company growth and financial abundance.Comment below if you have any suggestions or personal experiences with extraordinary customer service, we'd love to hear your story!Send a textVirtual Rockstars specialize in helping support or replace all non-clinical roles.Learn how a Virtual Rockstar can help scale your physical therapy practice.Subscribe here to our completely free Stress-Free PT Newsletter for your weekly dose of joy.

Key Topics The evolving role of AI in retail Highlights of Shoptalk Spring 2026 Strategies for store and supply chain transformation Customer loyalty and emotional engagement Emerging retail technologies and startups   Chapters 00:00 Shop Talk Spring Preview 02:23 AI's Impact on Retail 05:17 Startup Pitch Evolution 08:01 Transforming Retail Operations 10:36 The Role of Physical Stores 13:02 Returns and Customer Experience 15:32 Nostalgia and Emotional Loyalty 18:03 AI in Retail: Challenges and Opportunities 20:25 Lightning Round Insights   Resources Shop Talk Spring 2026 - https://www.shoptalk.com Coresight Research - https://coresight.com Deborah Weinswig on LinkedIn - https://www.linkedin.com/in/deborahweinswig Roquan Lucas on LinkedIn - https://www.linkedin.com/in/roquanlucas

In this conversation, Daniel Daly shares his journey from the automotive industry to real estate investment, focusing on international opportunities, particularly in Portugal. He discusses the advantages of the Portugal Golden Visa program, the challenges of building a network abroad, and the importance of customer experience in hospitality. Daniel emphasizes the need for effective delegation and the impact of tourism on property values in Europe. He also addresses the evolving regulations in real estate investment and the benefits of having a visa or citizenship in another country, especially for retirement.TakeawaysBringing an outside perspective can be advantageous in real estate.The first year in real estate is crucial for learning and networking.Investing in international real estate can offer better returns.The Portugal Golden Visa allows for residency through investment.Finding the right local partners is essential for success abroad.Customer experience is key in the hospitality industry.Regulations in real estate are always changing; stay informed.Effective delegation is necessary for growth in business.Tourism significantly impacts property values in Europe.Visa benefits can enhance retirement options and travel flexibility.Chapters:00:00 Introduction to Daniel Daly and His Background01:54 Transitioning from Automotive to Real Estate04:44 The Learning Curve in Real Estate07:35 Investing in International Real Estate10:03 Understanding the Portugal Golden Visa12:46 Challenges in Building a Network Abroad15:14 The Importance of Customer Experience in Hospitality17:52 Navigating Changes in Investment Regulations20:29 Managing Properties and Delegating Tasks23:18 Identifying Investment Opportunities25:55 Visa Benefits and Retirement Options in Portugal28:30 Closing Thoughts and Rapid Fire Questions33:54 outro.mp4Keywordsreal estate, international investment, Portugal Golden Visa, hospitality, property management, investment strategies, multifamily real estate, tourism, networking, customer experienceWork With RealDealCrewIf you're already closing deals but your intake, follow-up, or visibility feels inconsistent, here are two ways to go deeper:Take the Deal Intake AssessmentSee how resilient your current operation actually is.→ https://assessment.realdealcrew.comBook a Fit CallIf you want to explore what a fully system-driven deal flow looks like, let's talk.→ https://realdealcrew.com/bookLIKE • SHARE • JOIN • REVIEWWebsiteApple PodcastsYouTubeYouTube MusicSpotifyAmazon MusicFacebookTwitterInstagramMentioned in this episode:intro to RealDealCrewbook a Fit Call at RealDealCrew.com

Janice B Gordon presents two case studies from her client work. The first illustrates how a legacy publishing media company transformed its sales hiring strategy, moving from intuition to a rigorous, data-informed approach. This shift reduced turnover and strengthened the long-term capability of the sales team. The second examines the transition from a reactive, fire-fighting sales culture to a proactive and empowered environment, where managers lead with clarity, alignment, and consistency to improve engagement and revenue performance.   For organisations facing high turnover, inconsistent performance, or challenges in hiring and developing talent, this episode offers practical strategies and insights from real-world experience. Janice B Gordon explains how data-driven processes and decisive leadership contribute to sustainable revenue growth.     Timestamps: 00:00 Scaling Sales Success Stories 06:15 Hiring for Growth and Fit 07:22 Streamlined Sales Hiring Process 12:50 From Management to Leadership 15:13 Sales Assessment and Team Insights 20:08 Podcast Insights and Training     About the Host Janice B Gordon is the award-winning Customer Growth Expert, founder of the Scale Your Sales Framework, and host of the Scale Your Sales Podcast.   She helps CEOs, founders and revenue leaders grow sustainable revenue by aligning leadership, sales and customer experience through her North Star Leadership approach.   Named one of LinkedIn Sales' Innovating Sales Influencers to Follow and a Top Global Thought Leader on Customer Experience, Janice works with organisations worldwide to rethink how revenue grows.   Connect with Janice Book Janice to speak at your next sales or leadership event https://janicebgordon.com   LinkedIn https://www.linkedin.com/janice-b-gordon/   Instagram https://www.instagram.com/janicebgordon   Scale Your Sales Podcast https://scaleyoursales.co.uk/podcast   Enjoy the episode? Share your takeaway in the comments and leave a review on Apple Podcasts to help more leaders discover the show.

In this episode of BizNinja Entrepreneur Radio, Tyler Jorgenson sits down with Matthew Holman, subscription strategist and community builder behind Commerce Catalyst and The Subscription Doc. Matthew shares how he stumbled into entrepreneurship and discovered the massive opportunity inside subscription commerce. From helping brands crack the subscription model to building communities that connect e-commerce founders, Matthew explains why subscriptions are one of the most powerful ways to create predictable revenue and long-term growth. Tyler and Matthew discuss the evolution of e-commerce, the rising costs of customer acquisition, and why knowing your customer deeply is still the ultimate competitive advantage. They also explore how AI and automation are changing personalization and retention for subscription brands. If you are building an e-commerce brand or thinking about launching one, this episode delivers practical insights on offers, retention, customer experience, and the future of subscription commerce. What You'll Learn • Why subscription is one of the most powerful business models in e-commerce • The biggest mistake new subscription brands make • Why your offer matters more than your retention strategy • How successful brands truly understand their customers • Why the first 7 to 10 days after purchase are critical • How bulk offers and bundles increase revenue and retention • The role of content, influencers, and community in modern e-commerce • How AI is shaping the future of personalized subscriptions Chapters 00:00 Introduction to Subscription Commerce 00:50 Matthew Holman's Entrepreneurial Journey 03:13 Building Commerce Catalyst and Subscription Communities 06:17 Major Changes in E-Commerce Over the Last Five Years 07:55 Why Knowing Your Customer Is Everything 09:06 Influencer Led Brands and Audience Connection 11:10 Unique and Surprising Subscription Businesses 12:41 The Power of Customer Experience and Product Adoption 16:40 Success Stories from Subscription Consulting 19:00 Why Offers Matter More Than Retention 19:33 Best Platforms for Customer Acquisition Today 20:10 Common Mistakes Early E-Commerce Brands Make 22:01 What Excites Matthew About the Future of E-Commerce 24:30 Using AI to Enable Entrepreneurs 25:03 Personal Goals and Life Outside Business 25:38 Where to Learn More About Matthew Holman 26:12 Advice for New E-Commerce Entrepreneurs

In less than five years, launching a third-party marketplace has gone from a questionable move to a strategic imperative for many major retailers. Recorded live at NRF 2026, this episode of Retail Remix digs into that shift with Scott Eckert, CEO of the Americas at marketplace operator Mirakl.Scott explains why retailers are embracing curated marketplaces as an offensive growth strategy — no longer just as a defensive reaction to Amazon — and how brands like Ulta Beauty, Best Buy and Lowe's are expanding assortment without diluting brand identity.The conversation also dives into how AI answer engines are reshaping product discovery, and why clean, machine-readable catalog data may soon matter more than traditional SEO. Plus, Scott shares Mirakl's growing role in retail media and the company's vision of becoming an orchestration layer across emerging AI-driven commerce channels.Key TakeawaysHow the proving power of Amazon and, perhaps more importantly, Walmart has completely shifted retailers' attitude toward online marketplaces;Why retail media and marketplace strategies increasingly go hand in hand;The important role marketplaces will play in the world of AI commerce, when done right;Why product data must be optimized differently for different AI platforms like OpenAI, Google, and Anthropic; andThe essential quality of a truly disruptive product or service. Related LinksLearn how Mirakl powers enterprise marketplaces and retail mediaRelated reading: Mirakl CEO: Marketplaces are ‘Arming the Rebellion' of Traditional Retail Against Big TechRelated reading:Best Buy's New Third-Party Marketplace is Now LiveExplore more NRF26 coverage and retail insights from Retail TouchPointsSubscribe so you don't miss more episodes of Retail Remix from the show floor of NRF26

Nick Glimsdahl is a leading authority in Customer Experience (CX) and Digital Transformation, specializing in the critical connection between authentic service and business success.As the Director of Contact Center Solutions at VDS and host of the weekly podcast Press 1 For Nick, Nick combines deep expertise in sales, marketing, and contact-center strategy to help organizations create effortless and human-centered customer experiences. He advises companies on aligning business goals, customer expectations, and employee experience—often guiding organizations through complex initiatives such as digital transformation and AI adoption.Nick is also the author of The Heart of Service, where he champions service models that scale operationally without losing empathy, helping leaders and teams build customer experiences that drive long-term loyalty and growth.SHOW SUMMARYIn this episode of the Selling from the Heart Podcast, Larry Levine and Darrell Amy are joined by Nick Glimsdahl to explore the powerful idea that how you serve is how you sell. Nick explains that authentic selling begins with transparency, being honest about pricing, timelines, expectations, and outcomes so prospects can truly “see around the corner” and make informed decisions.The conversation highlights the often-overlooked period between contract signature and implementation, what Nick calls the “go-live gap.” When organizations fail to deliver a consistent experience during this phase, customers quickly lose trust, leading to buyer's remorse, lost renewals, and missed referrals.Nick also shares lessons from his book The Heart of Service, emphasizing the importance of listening deeply to customers and frontline employees, reviewing sales conversations to improve performance, and aligning internal teams to deliver a unified customer experience. This episode offers practical strategies for sales professionals to build trust, create seamless handoffs, and focus on long-term relationships rather than short-term wins.KEY TAKEAWAYSTransparency about pricing, timelines, expectations, and results builds stronger customer trust.The “go-live gap”—the period between signing and implementation—is critical to customer satisfaction and retention.Long-term customer lifetime value should take priority over quick transactional wins.Sales professionals shape the customer experience because they are often the first face of the organization.Strong internal alignment between sales, implementation, and customer success ensures a consistent experience.Listening more than talking helps sales professionals better understand customer needs.Genuine care and attention toward prospects differentiate sellers in a crowded marketplace.HIGHLIGHT QUOTES“Selling from the heart means being transparent—about price, timelines, expectations, and results.”“The more I spoke, the better I sounded… but that didn't mean people would buy.”“You don't have to be great. You just have to beat the DMV… but somewhere between Zappos and the DMV.”“Care more than everybody else.”“You don't close a sale. You open a relationship.”“Customers will easily go to your competitor—even if they have to pay more—for a better experience.”ADDITIONAL RESOURCESExplore the secrets of heart-centered leadership and thriving workplace cultures with Culture from the Heart Podcast! Nominate a visionary CEO at www.culturefromtheheart.com!Listen to Larry Levine's Bestselling Book — Selling in a Post-Trust World! Now available on Audible! Transform your sales approach with insights that matter.  SUBSCRIBE to our YOUTUBE CHANNEL! Stay updated with the latest episodes and leadership tips: Selling from the Heart YouTubeet Your Daily Dose of Inspiration:Click Here for Your Daily Dose

Once again, we are living in a time of military conflict. It seems like it is something that is inescapable, which is enough to make one who wishes for better to lose hope that it is possible. It can start to feel pretty overwhelming given the amount of suffering that continues to go on without reprieve.  This once again introduces the central importance of dispute and conflict resolution in our lives. It also emphasizes the importance of those who have the skills to help us navigate conflicts and dispute in order to come to some kind of outcome that is fair and equitable.  In this episode of Experience by Design, I'm fortunate to have Colin Rule, CEO of ODR.com, with ODR standing for online dispute resolution. Colin is the author of the book “Online Dispute Resolution for Business.” He also was the Director of Online Dispute Resolution, meaning that he has seen more conflict than the most experienced global negotiator. Colin shared insights from his experience at eBay, where they managed 60 million disputes annually across 54 countries, emphasizing the need for a fast and fair resolution system to maintain trust in online marketplaces.  We talk about his early stage appearance as Tevye in “Fiddler on the Roof” in high school, and his involvement in the debate team. He describes how debate influenced his desire to form authentic and genuine belief in his arguments. Colin explains how his interest in peace studies developed through mediation training and his understanding of conflict resolution as a form of peacemaking. Colin shares personal experiences where empathetic listening resolved a long-standing dispute, highlighting the value of authentic apologies and understanding. We also discuss the concept of fairness and justice, especially in an era of artificial intelligence. Colin suggests that AI has transformed the landscape of dispute resolution, and while this change is irreversible, it presents new challenges and opportunities for the field. In a time of needing greater dispute resolution to end conflict, it is a great moment to hear from Colin's work in creating dispute resolution experiences. Colin Rule: https://www.colinrule.com/ Colin Rule LinkedIn: linkedin.com/in/crule “Online Dispute Resolution for Business”: https://www.amazon.com/Online-Dispute-Resolution-Business-Employment/dp/0787957313

Realities Remixed, formerly know as Cloud Realities, launches a new season exploring the intersection of people, culture, industry and tech.Business messaging is transforming customer engagement by enabling brands to move conversations into familiar, always‑on messaging platforms. The result for customers is greater convenience, quicker resolutions, and more meaningful, personalized interactions. This week, Dave, Esmee, and Rob are joined by Kathleen Tandy, Global Director and Head of Business Messaging Marketing and WhatsApp for Business at Meta , to explore how companies are using messaging platforms to engage customers, what customers expect from these experiences, and the challenges of scaling messaging in tech.TLDR00:35 – Introduction01:00 –  Hang out: The new Remarkable05:25 – Dig in: Using messaging to enhance customer experiences20:49 – Conversation with Kathleen Tandy55:26 – The passion for college football and championship weekend!GuestKathleen Tandy: https://www.linkedin.com/in/kptandy/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Realities Remixed' is an original podcast from Capgemini

What's the hidden reality behind entrepreneurship when your company faces a merger or acquisition? Beyond the headlines and the excitement of a potential exit, there's a deeply human side to these transitions—one filled with change, uncertainty, and the need for strong leadership and cultural awareness.In this episode, Marcia Dawood sits down with Jennifer Fondrevay, a former corporate executive turned M&A expert. Having lived through three multi-billion-dollar deals and authored a book on the subject, Jennifer Fondrevay brings a rare perspective focused not just on the transaction, but on the “people piece” that determines true transformation and sustainable success.Together, they explore the most common pitfalls and opportunities in M&A, from the grief staff can experience to the critical role of humility, communication, and early cultural integration. Packed with actionable advice for leaders, founders, and angel investors, this conversation is a must-listen for anyone preparing for, or curious about, what really makes an M&A deal work. To get the latest from Jennifer Fondrevay, you can follow her below!https://www.linkedin.com/in/jennifer-fondrevay/https://jenniferjfondrevay.com/ Sign up for Marcia's newsletter to receive tips and the latest on Angel Investing!Website: www.marciadawood.comDo Good While Doing WellLearn more about the documentary Show Her the Money: www.showherthemoneymovie.comAnd don't forget to follow us wherever you are!Apple Podcasts: https://pod.link/1586445642.appleSpotify: https://pod.link/1586445642.spotifyLinkedIn: https://www.linkedin.com/company/angel-next-door-podcast/Instagram: https://www.instagram.com/theangelnextdoorpodcast/Pinterest: https://www.pinterest.com/theangelnextdoorpodcast/TikTok: https://www.tiktok.com/@marciadawood

Lisa Feldman Barrett's book: How Emotions Are MadeGeorge Loewenstein study: Anticipation and the Valuation of Delayed ConsumptionConnect 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.

Bria Demetrius, Communications Marketing Manager at Cox Communications, joins Sara Rosas, Director of Partnerships at Innovate Marketing Group, to explore how insight-led marketing drives real performance and stronger customer connections.Bria shares her journey from broadcast journalism to consumer marketing, and how her background shaped her approach to data, storytelling, and customer experience. We dive into how marketers can turn analytics into action, design campaigns that feel human, and stay competitive in fast-moving industries like telecommunications.About the guest:Originally from Florida and now happily married and based in Atlanta, she enjoys exploring new places and bringing people together—whether through travel or hosting meaningful family gatherings at home. Professionally, she is an insight-led and performance-focused Consumer Marketing Manager with a passion for turning data into meaningful, results-driven strategies.She leads the development and execution of integrated marketing initiatives designed to elevate customer engagement, drive sales, and strengthen brand presence. With a strong emphasis on cross-functional collaboration and multi-channel campaign management, she aligns marketing efforts with broader business objectives to fuel growth and support market expansion.Her day-to-day work includes crafting compelling campaigns, leveraging analytics to optimize performance, managing vendor and agency relationships, and ensuring consistent brand messaging across every customer touchpoint. She thrives in fast-paced, dynamic environments where creativity, adaptability, and strategic thinking come together to deliver high-impact results for both brands and the audiences they serve.Follow Bria on LinkedIn!Planning a family reunion or group gathering? Download the Kinship Sync app and keep everything organized in one place.EventUp is brought to you by Innovate Marketing Group. An award-winning Corporate Event and Experiential Marketing Agency based in Los Angeles, California. Creating Nationwide Immersive Event Experiences to help brands connect with people. Learn more here!At Innovate Marketing Group, we've curated a collection of free resources designed to help you elevate your events and marketing efforts. Whether you're planning a company retreat or navigating the latest event trends, our tools, reports, and checklists are here to support your success and keep you at the forefront of innovation. Access them here!Follow us!Find us on ⁠⁠LinkedIn and Instagram and catch our latest episodes on the EventUp Podcast!

Leroy Hite Founded the World’s First Luxury Firewood Company. Here’s How Premium Pricing Shaped the Brand, the Customer Experience, and the Exit. (The Price and Value Journey, Episode 163) Leroy Hite joins host John Ray on The Price and Value Journey to share one of the most counterintuitive pricing stories you’ll hear. Leroy founded Cutting […]

What is the best competitive moat in Agentic AI? Why AI Can't Replicate Brand Trust and Identity? Brand strategy, brand moat, brand trust, customer experience, Brand DNA, thought leadership, brand differentiation, AI era branding, AI experience design, AIXD™. A brand moat is built on trust, identity, and user experience — assets AI and competitors cannot easily replicate. In an era where AI accelerates commoditization and competition, your brand is the one competitive advantage AI cannot copy.  In this episode, global brand strategist, Thought Leadership Coach, and AIXD™ pioneer Joanne Z. Tan breaks down what a brand competitive moat really is and why trust, identity, emotional belonging, and loyalty are the strategic layers that defend your business in the AI native age. Learn how to design experiences that earn deep trust, embed your brand in customer identity, and turn loyalty into compounding business value — even when products and features become indistinguishable. Tune in for examples from iconic brands, Warren Buffet's wisdom, brand moat frameworks, and practical questions you can start applying today to build and strengthen your brand's moat. Watch it as a video Read it as a blog Timestamps 00:00 - Introduction + Warren Buffett on Coca-Cola and brand power 01:05 - Why executives underestimate brands (brand as expense vs strategic fortress) 01:50 - What is Buffett's “economic moat” vs what is a “brand moat”? 03:05 - Coca-Cola and Apple: how strong brands create pricing power and loyalty 04:25 - What a Brand Moat includes (trust, identity, emotional belonging, loyalty) 05:20 - The architecture of brand loyalty + why trust takes time to build 06:35 - Brand trust can't be automated: AI agents, low-stakes vs high-stakes decisions 08:05 - Trust in technology: privacy, security, explainable results, integrity 09:05 - Three elements of a Brand Moat overview 09:25 - Element 1: Consistent customer experience (every touchpoint builds or breaks trust) 10:20 - Element 2: Building trust (pricing power, retention, CAC realities) 11:15 - Element 3: Brand identity and meaning (identity marks and belonging) 12:05 - Building your Brand Moat: audit gaps, invest in trust infrastructure, design identity association, use AI to elevate human experience 13:15 - A moat alone isn't enough: staying top-of-mind (Coca-Cola advertising example) 13:55 - Closing: user experience is brand experience + enterprise destiny + call to action

AI isn't about replacing people — it's about unlocking productivity and making customer experiences feel more human. On this episode of Right About Now, Ryan Alford sits down with Vinod Muthukrishnan, VP & GM of Webex Customer Experience at Cisco, to discuss how AI is transforming customer experience from fragmented interactions into continuous, context-driven conversations. Vinod explains why the purpose of AI in CX is not efficiency alone — it's humanization. From “concierge agents” that become the face of a brand to agentic systems that orchestrate complex multi-step requests across departments, this conversation explores the end of CX silos and the rise of intelligent, brand-aligned AI interfaces. They also tackle the real question everyone's asking: is AI taking jobs — or elevating them? Key Takeaways AI should make CX more human. Automation should enhance context, empathy, and continuity — not remove them. Context is the missing link in customer loyalty. Most brands reset conversations every time. AI fixes that. Concierge agents become the brand. They orchestrate backend systems while delivering one seamless customer conversation. Agentic AI moves beyond tasks. It executes complex, multi-step “jobs” across systems over time. AI won't replace humans — but AI-powered humans will win. Repetitive work declines. Strategic expertise rises. Connect With the Guest Vinod Muthukrishnan VP & GM, Webex Customer Experience – Cisco X: https://x.com/Vinod_CC LinkedIn: https://www.linkedin.com/in/vinodmkrishnan Connect With Ryan Ryan Alford Website: https://ryanisright.com Instagram: https://www.instagram.com/ryanalford LinkedIn: https://www.linkedin.com/in/ryan-alford

As companies grow, executive escalations are happening more often, and they're costly. These high-stakes customer complaints reveal broken systems, misaligned teams, and gaps in trust. When ignored, they steal time from your top people, hurt loyalty, and can damage your brand. Stacy Sherman shares her expert perspective on executive escalations through a Doing CX Right® lens. In this episode of Doing CX Right®, Stacy talks with Pablo Payet, Customer Experience and Success Specialist at Granicus, about how to prevent escalations before they start and turn them into opportunities to improve your business. You'll learn how to: Detect patterns and warning signs before escalations escalate Build repeatable processes and escalation playbooks that drive consistency and ownership Design intentional customer journeys that anticipate issues and close feedback loops Align teams across departments to resolve root causes, not just symptoms Listen now to discover practical ways to prevent executive escalations and transform customer pain into trust, loyalty, and long-term growth. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Send a textIn this insightful episode of Navigating the Customer Experience, we welcome Victoria Mensch, Founder & CEO of the Silicon Valley Executive Academy, for a powerful conversation on leadership, innovation, and thriving in the age of AI.With a PhD in Psychology, an MBA from UC Berkeley, and more than 25 years in Silicon Valley, Victoria has built her career at the intersection of human behavior, executive performance, and technological transformation. Arriving in Silicon Valley during the dot-com boom, she was inspired by its bold, world-changing mindset. That culture of innovation shaped her journey from working across semiconductor and software companies to launching her own executive academy, where she helps global leaders apply Silicon Valley's innovation principles within their own organizations.A central theme of the episode is how leadership must evolve in today's fast-changing 2026 environment. Victoria emphasizes that leadership isn't limited to job titles—it exists at every level. She outlines three essential qualities leaders must cultivate:Self-Responsibility & Agency – Great leaders take ownership of their choices and focus on what they can control, even amid disruption.Curiosity – With technological, political, and economic shifts happening constantly, leaders must stay open, adaptable, and willing to explore new perspectives.Continuous Learning – In the age of AI, growth is non-negotiable. Leaders must embrace learning, develop new skills, and view change as an opportunity rather than a threat.One of the most powerful discussions centers on reframing failure. Victoria explains that fear of failure is often driven by imagined future scenarios. The key practice is returning to the present moment and rationally assessing reality. She also offers a mindset shift: the probability of success is equal to the probability of failure—yet we tend to focus only on what could go wrong. By consciously balancing those possibilities, leaders can make decisions rooted in clarity instead of fear.When asked for one word leaders should adopt for 2026, Victoria chooses humanity. As organizations increasingly integrate artificial intelligence, she believes leaders must keep the human element at the forefront. Technology should create space for deeper creativity and stronger connections—not replace them. The goal isn't simply to be faster or more efficient, but to be better in how we serve and relate to others.Victoria also shares her excitement about AI-driven automation and tools that eliminate time-draining tasks, freeing leaders to focus on high-value work. She recommends exploring Lovable, a platform that allows users to build applications and landing pages without coding skills. A book that influenced her thinking is Digital Darwinism: Surviving the New Age of Business Disruption by Tom Goodwin, which examines how companies navigate digital transformation.Her personal guiding quote? “Faith over fear.”This episode delivers practical leadership insights for executives, entrepreneurs, and professionals ready to embrace change, lead with intention, and remain human in a rapidly evolving digital world.Connect with Victoria at www.svexecutive.academy and join the conversation on X @navigatingcx or in the Navigating the Customer Experience community.

Innovating On-Set Communication: A Conversation with Onset Headsets Founder MattIn this episode of the Get Reelisms Podcast, hosts Adam Chase Rani and Christine Chen dive into a discussion with special guest Matt, founder of Onset Headsets. The conversation covers Matt's journey from working in film production as an Assistant Director (AD) to founding a company that innovates communication gear for filmmakers. Matt shares the story behind Onset Headsets, their product offerings, and the entrepreneurial challenges he faced. The podcast also highlights the critical role of customized, high-quality headsets for the film industry, Matt's unique solutions to common on-set problems, and upcoming plans for the company. Listeners can enjoy insights into film production nuances, hear about the camaraderie on film sets, and learn about Onset Headsets' innovative delivery service in Los Angeles. By the end of the podcast, Matt provides listeners with a special discount code for Onset Headsets products. Hosts: Adam Rani (@adamthechase)   & Christine Chen (@cchenmtf) About Christine W Chen:Christine W. Chen is a Taiwanese American filmmaker, Academy member (Short Films Branch), and versatile producer, director, and writer known for bold, character-driven storytelling. Through her production company, Moth to Flame, she has created award-winning short films, features, and branded content—including Erzulie, a feminist swamp thriller that had a limited theatrical run and now streams on major platforms. In addition to her directorial work, Christine is a seasoned DGA 1st Assistant Director and co-author of Get Reelisms and ABCs of Filmmaking, as well as the co-host of the Get Reelisms Podcast.For more information about Christine Chen: christinewchen.com About Adam Rani:Adam Chase Rani is a production designer and set dresser working in the Austin film market, bringing a sharp eye for visual storytelling and practical creativity to every project. During the pandemic, he co-founded the Get Reelisms Podcast with Christine Chen to foster community within the film industry. Together, they've built a platform that blends education, candid conversations, and industry insights to help filmmakers connect, learn, and grow. For more information go to getreelisms.com For more information on ERZULIE go to: erzuliefilm.com WEBISODE version of the PodcastTIME SUMMARY:00:00 Introduction to the Role of an AD00:55 Welcome to the Get Reelisms Podcast01:31 Meet Matt from Onset Headsets02:58 The Birth of Onset Headsets05:16 Innovative Headset Solutions07:30 Challenges and Innovations in Filmmaking08:06 Onset Headsets Delivery Service10:45 Customization and User Feedback14:55 Partnerships and New Products20:52 Transition from AD to Entrepreneur24:03 Expanding Onset Headsets25:56 Tech Influence in Austin27:18 Upcoming Events for Onset Headsets29:08 Expanding Nationwide29:48 Innovations in Headset Technology30:44 Customer Experiences and Feedback38:20 Bulk Orders and Customization41:30 Durability and Warranty47:03 Exclusive Discount Code48:13 Conclusion and Housekeeping  Official Get Reelisms PageGet Reelisms Amazon StoreInstagram

You don't need a big title to drive meaningful customer experience change. This episode shows how real CX leadership starts in the middle by turning customer friction into business outcomes executives can't ignore. We break down how to connect issues like confusing onboarding or stalled conversions to metrics that matter, including call volume, cost to serve, cancellations, and retention, and how to present that story so leaders say yes.You'll learn a practical approach you can use immediately: choose one high-impact friction point, build a simple business case with clear baselines, deliver a focused fix, and share the results. These visible micro wins build momentum, credibility, and influence.We also cover how to lead across and up by partnering with metric owners, framing ideas around shared goals, and communicating in the language of outcomes. If you're ready to grow your impact and your career, this conversation gives you the tools to lead without a title.If you found this valuable, follow the show, leave a quick review, and share it with a teammate ready for their next win.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact. Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

A thought-provoking Substack article argues, "We had overestimated the value of 'human relationships'. Turns out that a lot of what people called relationships was simply friction with a friendly face." Where is the friction showing up in your customer experience?  Interested in coaching or training on these topics for you or your team? We'd love to hear from you! Email Mike and Mark.

Send us your feedback about the episode!n this episode of Beauty Behind the Brand, Nicole shares one of the most powerful (and underrated) tools she's used to grow both her spa and product line — Google Forms.From gathering anonymous client feedback to collecting honest staff insight, Nicole breaks down how simple surveys have helped shape pricing decisions, improve client experience, strengthen team culture, and even guide rebranding decisions.Let's be honest — asking for feedback takes confidence. It requires being open to productive criticism and separating emotion from data. But when you're willing to listen, adjust, and evolve, the insight can be transformational.Whether you're building a beauty business from the ground up, preparing for a rebrand, or simply looking to improve what you already have, this episode will show you how structured feedback can create clarity, confidence, and smarter business decisions.Sometimes the growth you're looking for is just one question away. Subscribe for New Episodes Every Tuesday!Be sure to check us out on all our socials:Follow on Instagram: @beautybrandpodcasthttps://www.instagram.com/beautybrandpodcast/Subscribe on Youtube: @beautybehindthebrandpodcasthttps://www.youtube.com/channel/UCEl-qd38M4OgL8IghZ8ga9gWebsite:https://www.miskoka.com/beauty-behind-the-brandFollow our host on Instagram: @nicmanionhttps://www.instagram.com/nicmanion/

Shoot us a Text.Episode #1282: Honda leads the nation in fuel economy, destination charges quietly climb to $1,600 per vehicle, and a new Gallup report shows staffing shortages may be holding back customer experience across retail.If you had to guess the most fuel-efficient automaker in America, who would you pick? According to the EPA's newly released 2025 Automotive Trends Report, Honda just claimed the top spot—blending hybrids, smart engineering, and affordability into a winning formula.Honda posted a 31.0 mpg “real-world” fleet average for 2024—3.8 mpg higher than the industry average among full-line brands.The EPA ranking looks at automakers offering a complete mix of gas and electrified vehiclesHonda's efficiency dominance isn't new. The Civic topped the EPA's very first fuel economy rankings back in 1976.The average Honda transaction price in 2025 was $35,060—roughly $10,000 below the industry average.Honda also set a third straight annual electrified sales record, surpassing 400,000 units, led by CR-V, Accord, and Civic hybrids.There's a new line on the Monroney that's getting a second look: destination charges. These once-overlooked shipping fees are quietly adding billions to vehicle costs without technically raising MSRP.Buyers spent more than $26 billion on destination charges this year, an average of $1,600, according to Edmunds.Some increases are steep: F-150 fees jumped to $2,595, Tahoe rose to nearly $2,000; Toyota Sequoia's fee is up more than 50%.Automakers say the hikes reflect higher fuel, logistics, heavier SUVs and trucks—and now tariffs. Stellantis alone expects $1.9B in tariff costs in 2026.The charge is the same whether the vehicle traveled 10 miles or 1,000, and courts have ruled consumers shouldn't be surprised that it includes profit.John Morrill, Massachusetts dealer: “It's a way to raise prices that is, shall we say, less transparent to the consumer. Carmakers have raised them a lot, certainly faster than they've raised prices.”A new Gallup report highlights a growing gap in retail and beyond: employees feel deeply responsible for customer experience—but don't believe their companies can actually deliver on promises. And staffing cuts appear to be the biggest culprit.43% of workers strongly agree they feel responsible for customer experience (up from 38% last year), but only 23% believe their organization consistently delivers on its promises.Leadership is 10 points more confident than frontline employees that promises are being kept.Staffing is the top barrier to service, cited by 37% of workers—more than training, tools, or unclear standards combined.Today's show is brought to you by iPacket Value. From accurate MSRP validation to smarter merchandisJoin Paul J Daly and Kyle Mountsier every morning for the Automotive State of the Union podcast as they connect the dots across car dealerships, retail trends, emerging tech like AI, and cultural shifts—bringing clarity, speed, and people-first insight to automotive leaders navigating a rapidly changing industry.Get the Daily Push Back email at https://www.asotu.com/ JOIN the conversation on LinkedIn at: https://www.linkedin.com/company/asotu/

Resale may be having a mainstream moment on the consumer side — but behind the scenes a much larger B2B engine has been quietly evolving for nearly two decades.Recorded live from the show floor at NRF 2026, this episode of Retail Remix features Nicole Silberstein in conversation with Marcus Shen, CEO of B-Stock, a technology platform and marketplace that helps major brands and retailers efficiently sell excess and returned inventory to a network of small business buyers.Marcus shares how the resale landscape is shifting, why brands increasingly need tighter control over where their excess inventory lands and how AI is helping both sellers and resellers manage volatility, pricing and profitability. The conversation also explores how inflation and changing consumer attitudes have reduced the stigma around secondhand goods, fueling downstream growth in the resale ecosystem.Key TakeawaysHow B-Stock connects major retailers and brands with small business resellers to reduce the financial impact of returns and overstock;Why brands now demand more discretion and control over secondary market distribution;How AI is helping normalize messy inventory data and predict resale value;Why volatility in inventory mix makes technology essential in B2B resale; andHow inflation and shifting consumer sentiment are accelerating resale adoption.PLUS Hear about the craziest products Marcus has seen come through the platform recently.Related LinksLearn more about how B-Stock powers B2B resale and liquidationRelated reading: A Better Return on Returns: How Data is Redefining B2B Resale StrategiesExplore more NRF26 coverage and retail insights from Retail TouchPointsSubscribe so you don't miss more episodes of Retail Remix from the show floor of NRF26

In episode 502 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Mike Hayes, chief commercial officer, Americas at Newell Brands, a leading global consumer products company with a large portfolio of iconic brands such as Graco®, Coleman®, Oster®, Rubbermaid®, and Sharpie®. The discussion begins with Hayes sharing the company's strategic vision behind creating the Customer…

In this episode, we speak with Darcy Doty, AAMVA's Vice President of MVA Operations & Customer Experience, about the new Employee Safety and Security Working Group and the resources they are currently working on. Host: Ian Grossman Producer: Claire Jeffrey, Chelsey Hadwin, and Kayle Nguyen Music: Gibson Arthur

In this special episode of Rhee Gold’s Dance Life Podcast, Stacey Morgan and Rhee Gold welcome their first-ever guests to the show after more than seven years of hosting together. Joining them behind the microphone are Molly Stroud and Jayme Bell from Jackrabbit Dance, the long-time sponsor of the podcast. Together, they unpack what studio owners are facing right now — and how smart systems can bring more ease, clarity, and profit back into studio life. In this episode, you’ll hear: Why studio owners are still feeling the ripple effects of post-pandemic enrollment shifts, and what parents now want from commitments How Jackrabbit Dance’s Client Success team supports studio owners through low enrollment seasons by listening first, then building practical solutions Why the dance industry has proven especially adaptable — the “show must go on” energy, innovation, and fast pivots The features that can save time immediately, including: Online registration and parent portal access Automated billing and payment processing (so you’re not chasing money) Better website-to-registration workflows Centralised communication through Jackrabbit Plus (branded app, groups, push notifications) Resources tabs for costumes, hair, videos, and quick answers parents actually use What’s “hot” right now for summer programming — including the rise of more flexible, creative camps (and why studios should experiment) A look at Jackrabbit Camps, including policies, deposits, session selection, and ongoing product updates based on real studio timelines A powerful studio-owner money conversation: why too many discounts can quietly drain profitability — and how studio owners can stop “discounting themselves out of business” The mindset shift studio owners need: it’s okay to run a studio that makes a good profit, pays you well, and supports your future This episode is equal parts practical and energising — a reminder that dance studio owners don’t start businesses to do admin all day. With the right systems and support, you can reclaim time, improve customer experience, and build a studio that truly serves your life.See omnystudio.com/listener for privacy information.

This episode explores the deep connection between psychology, company culture, and customer experience (CX). Katie Stabler shares practical advice, real stories, and actionable insights for CX leaders. Listeners will learn why strategy, employee involvement, and communication matter more than just technology or AI.   About the guest:  Katie is a Cheshire-based customer experience specialist, keynote and the published author of the best-selling CX-ISM. Dedicated to cultivating high-value customer experience through data, design and culture, she inspires organisations to do things differently. Her work is rooted in the psychology of customer perception and built on the belief that customer experience must evolve from a strategy you implement to a movement you lead. With over a decade in experience design, Katie founded CULTIVATE Customer Experience by Design, now in its fifth year of global operations, where she supports organisations around the world to unlock meaningful, measurable and sustainable customer experience transformation.   Relevant links:  https://www.linkedin.com/in/katie-stabler-ccxp/ https://www.instagram.com/customerexperience_provocateur/   Keay Take-aways: Psychology drives CX success: Understanding feelings, memory, and perception is essential for effective customer experience. Culture is shown in tough times: True customer-centric culture appears when employees act right during challenges. Strategy beats tactics in CX: Long-term CX success needs a clear strategy, not just isolated projects or training. Chapters: 0:00 - Intro 0:35 - Game-Changing Moments in CX Career 1:22 - Book Insights: Philosophy of Customer Experience 2:48 - Bringing CX Philosophy to Life 3:37 - Understanding Psychological Elements in CX 6:01 - Growing as a CX Specialist 7:38 - Creating Customer-Centric Culture 10:44 - Integrating AI with Customer-Focused Employees 13:44 - Addressing AI's Impact on Employment 16:40 - Learning from CX Initiative Failures 19:32 - Strategic Approaches to CX Initiatives 23:09 - The True Measure of Customer Experience 23:56 - Conclusion and Final Thoughts Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

The 2026 Winter Olympics are now over, and it was great to watch. As always, there are a lot of compelling stories that happened. There are stories of triumph and disappointment, as it goes with sports. It is hard to imagine putting so many years of your life into something to have it all turn on minutes or seconds.  There were a lot of athletes that were projected to win gold, including Jessie Diggins who is the greatest US cross-country skier ever. However, no US woman or man has ever won a cross-country skiing gold, so there were a lot of hopes that this would be the year. But that didn't come to pass. The men were able to secure two silver medals, and Jessie Diggins won a bronze. To add to this, Jessie Diggins is retiring at the end of this season, marking the end of a remarkable career. So was it a disappointment? Depends on how you measure it. By one metric of success, she failed to achieve the top goal of winning a race and taking home the gold. But other measures, according to Jessie, she did all she could, left it all out there, and represented herself, her friends and family, and her country well. The same could be said for a lot of athletes who ‘failed' to live up to expectations, but nonetheless did what they could to succeed.  In a culture where second place might be referred to as “first loser,” coming back with less than complete victory is a high standard. And maybe it is time for that standard to change, and the culture around metrics to shift.  To talk about the impact of measuring what matters, and more broadly the need for changes in organizational culture and employee experience, I welcome Dr. James Killian to Experience by Design podcast. This is the second Industrial/Organizational Psychologist in two weeks, so that might be a record for any podcast.  James has a new book coming out titled “Obsessed: Cultivating the Customer-Driven Leader.” The book describes how to develop customer-focused leadership habits, establish employee-centric cultures, create linkages between employee and customer experience, and establish metrics that really matter to your strategy.  James explains his entry into the field after discovering it during an introductory psychology class at Texas A&M, describing his interest in combining business and psychology. We also talk about his experiences in industry as well as working in the Michigan State University Customer Experience Management Masters program. Finally, there is the familiar theme about needing to create better connections between industry and academia.  Dr. James Killian: https://www.linkedin.com/in/james-killian-ph-d-859182/ “Obsessed:Cultivating the Customer-Driven Leader”: https://the-customer-driven-leader.com/ Pre-order now!: https://books.manuscripts.com/product/obsessed/

The 10 Commandments Part 2: Why Your Customer Experience Can't Exceed Your Employee Experience What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 2 of our deep dive into The DiJulius Group's 10 Commandments, John DiJulius and Denise Thompson reveal why exceptional customer experience is impossible without an exceptional employee experience. This episode unpacks Commandments 6-10, covering everything from hiring for character over competence, to building leaders on purpose instead of by accident, to why training must be treated as a product. You'll learn why world-class onboarding has nothing to do with HR paperwork marathons, what's really fueling the retention crisis, and why companies rise to the level of their systems—not their goals. If you're ready to eliminate silos, build leaders who actually lead, and create a workplace people never want to leave, this is your playbook. What You'll Learn: Why hiring for character instead of just technical skills changes everything How to make your interview process 'un-gameable' (even when candidates use AI to prep) The four phases of world-class onboarding—and why most companies only do one The danger of 'accidental managers' and how to build leaders on purpose Why training must be designed, delivered, and certified like a product you'd sell How to eliminate organizational silos that kill customer experience Which commandment creates the fastest impact (and when to start somewhere else) What the customer service revolution will look like in the next 5-10 years Key Insights for C-Suite Leaders "Hire for the heart, train for the part. Technical skills can be taught. Behavior is a lot harder." — John DiJulius "The best companies scare more people out of wanting to work there than they attract—by design." — John DiJulius "Companies don't rise to the level of their goals. They rise to the level of their systems." — Denise Thompson "Your customer experience is your offense. It makes customers come back more often, pay higher prices, and send more people." — John DiJulius "Customers aren't more demanding than ever. They're less tolerant of bad experiences." — John DiJulius Who This Episode Is For CEOs and business owners committed to building world-class cultures VP/Head of HR and People Operations Chief Customer Experience Officers (CXO) Operations leaders struggling with retention and engagement Learning & Development / Training Directors   Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Two words that make most engineers shudder: code refactoring. Now raise the stakes — refactoring decades of legacy systems inside a large enterprise. A tech debt-heavy project of this scale needs a leader who has driven complex digital transformations, like Gayatri Narayan (formerly PepsiCo, Microsoft, Amazon). Now, as President of Technology at Builders FirstSource, Gayatri Narayan is achieving a 3–4x increase in engineering velocity since joining less than a year ago.  Gayatri joins host Yousuf Khan to unpack the strategy behind those results, including how to deploy AI across the SDLC, how to rigorously evaluate ROI on AI investments, and how to lead change across complex enterprise tech stacks.Key Moments: 01:30 – Why Construction Technology Is Ready for Transformation 04:05 – AI Strategy: Elevating UX and Customer Experience 08:20 – Evaluating AI Investments: ROI, NPV, and Operating Costs 12:45 – Achieving 3–4x Engineering Velocity 16:05 – Humans in the Loop: Craft, Code Review, and AI Amplification 18:35 – Where the Industry Gets AI Adoption Wrong 20:30 – Leadership Advice: Start with the Customer About Gayatri: Gayatri Narayan is a general management executive with more than 15 years of experience leading product, engineering, data science, and operations across global enterprises, with full P&L responsibility and a track record of driving profitable growth through digital transformation.  She currently serves as President of Technology at Builders FirstSource, where she leads enterprise technology strategy, modernizes legacy systems, and embeds AI into the software development lifecycle to accelerate innovation across the residential construction value chain.  Previously, she served as Senior Vice President of Digital Products and Services at PepsiCo and held multiple general management roles at Microsoft, including leading Product and Engineering for Intelligent Communications across Teams and Skype as well as Enterprise PaaS and SaaS businesses; she also held leadership roles at Amazon spanning Marketplace Transportation and Logistics and several major retail categories. Guest Highlights: “We've seen a three to four times increase in engineering velocity — especially in refactoring legacy systems where historically there was very little knowledge of how the system actually worked.” “With generative AI, companies that have existed for 20 or 30 years don't have to get bogged down by legacy stacks. They can embrace emerging technologies without spending 18 to 24 months just refactoring.” “It really comes down to efficiency of time. The developer's surface area of impact expands dramatically — it's not just about writing code anymore, it's about delivering business value faster.” Visit ciopod.com for more episodes. Subscribe on YouTube or follow on your favorite podcast platform so you never miss a conversation with today's top technology leaders. Our Sponsor:  Want to accelerate software development by 500%? Meet Blitzy, the only autonomous code generation platform with infinite code context, purpose-built for large, complex enterprise-scale codebases.  While other AI coding tools provide snippets of code and struggle with context, Blitzy ingests millions of lines of code and orchestrates thousands of agents that reason for hours to map every line-level dependency.  With a complete contextual understanding of your codebase, Blitzy is ready to be deployed at the beginning of every sprint. Blitzy handles the heavy lifting, delivering over 80% of the work autonomously. The platform plans, builds, and validates premium-quality code at the speed of compute, turning months of engineering into a matter of days. It's the secret weapon for Fortune 500 companies globally.  To hear how engineering leaders are transforming the way they deliver software, visit blitzy.com. Schedule a meeting with their consultants to enable an AI-Native SDLC in your organization today. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Realities Remixed, formerly know as Cloud Realities, launches a new season exploring the intersection of people, culture, industry, and tech. Energy transportation is a deeply local business, safely delivering gas and electricity, more and more from renewable sources, directly to the communities it serves. Technology and AI help make that possible by strengthening safety, bringing companies closer to customers, and enabling teams to build the future together. This week, Dave, Esmee, and Rob are joined by John Koerwer, CIO of UGI Corporation, to explore explore why “the business” and tech still struggle to speak the same language, nd what helps close the gap.TLDR00:35 – Introduction01:17 – Hang out: new toys and coffee07:55 – Dig in: the business - tech divide21:07 – Conversation with John Koerwer59:40 – The amazing AI technology in The Sphere's version of The Wizard of OzGuestJohn Koerwer: https://www.linkedin.com/in/john-koerwer-46102127/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Realities Remixed' is an original podcast from Capgemini

Sarah Andrews on LinkedInCupola CXConnect 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 makes a great store in 2026? Sometimes, it's not clarity — it's curiosity.Recorded live from the show floor at NRF 2026, this episode of Retail Remix features host Nicole Silberstein in conversation with Jack Stratten, Director at Insider Trends and one of the industry's most well-traveled retail observers. Jack spends his time visiting stores around the world, identifying what works, what doesn't, and, most importantly, why.From a wellness-meets-retail concept in Soho to immersive flagships in Paris, Jack breaks down the common thread between standout store experiences: a clear ambition, commitment and, sometimes, a willingness to prioritize discovery over efficiency. The conversation also explores why ecommerce's continued growth is forcing stores to raise their game — and why legacy department stores are having such a difficult time evolving.Key TakeawaysThe most interesting new stores you need to check out;Why the best stores succeed by meeting their ambition, not chasing trends;How discovery, trial and serendipity differentiate physical retail from ecommerce;Why Paris (not New York) is the most exciting city for retail experiences right now;How global markets and historic shopping experiences still influence modern store design;Why the growing ubiquity of ecommerce is having a positive effect on store experience;Why department stores are having such a difficult time tapping into their legacy of innovation today; andTravel hacks from someone who travels the world for a living.Related LinksExplore global retail insights and store safaris from Insider TrendsExplore more NRF26 coverage and retail insights from Retail TouchPointsSubscribe so you don't miss more episodes of Retail Remix from the show floor of NRF26

Julie Podewitz, CEO & Founder of Grow Your Occupancy, talks with Tiffany Cooey, Executive Vice President of Sales and Marketing at QSL Management, about the strong focus on the customer experience at their senior living communities. From the moment a prospect walks into one of their communities, the emphasis is on not only a luxury senior living experience, but also on creating a feeling of home. Listen to find out how, through training and reinforcement, the entire team at each QSLM community delivers on the resident experience.

Welcome back to Women Petprenuers presents Book Club! In this special book club episode, hosts Mary Oquendo,  Sacheen Mobley, and  Denise Heroux for a lively, pre-recorded conversation about books that have truly resonated with them and are well worth a second (or third!) read. Each participant brings their own unique favorite to the table: from stories of hospitality in the restaurant world, to eye-opening explorations of dinosaurs and scientific discovery, to a deep dive into how our relationship with food shapes our health and culture. Along the way, the trio shares personal anecdotes—from favorite restaurants and food philosophies to family tales of dinosaur obsessions. They also discuss continuous learning through tools like MasterClass and Great Courses, and reflect on the importance of customer experience, both in business and everyday life. Whether you're here for book recommendations, insight into small business mindsets, or just to enjoy some good conversation between friends, this episode will leave your TBR (to-be-read) list full and your mind inspired. Buckle up and get ready for a fun ride through books, business, and everything in between!