Podcasts about Customer experience

Send us a textThe CPG Guys are joined in this episode by Cristina Preston - Director of Digital Marketing at Schnuck Markets, Inc., a supermarket chain based in the St. Louis area. The company was founded in 1939 and currently operates over 100 stores in four states throughout the Midwest.This episode was recorded at the 2025 Digital Food & Beverage SummitFollow Cristina on LinkedIn at: https://www.linkedin.com/in/cristina-preston/Follow Scnucks on LinkedIn at: https://www.linkedin.com/company/schnuck-markets-inc-/Follow Schnucks online at: https://schnucks.com/suppliersCristina answers these questions:What role does personalization play in your digital campaigns, and how do you balance it with data privacy concerns?How do you measure the success of digital initiatives, and which KPIs are most critical for your team?How do you foster a culture of continuous learning and adaptability within your team?How does Schnucks leverage customer feedback to inform digital marketing decisions?What challenges have you faced in creating a seamless omnichannel experience for customers, and how have you addressed them?What emerging trends in digital marketing do you believe will have the most significant impact on the grocery retail industry?What role do partnerships and collaborations play in expanding Schnucks' digital reach?How do you see the role of digital marketing evolving in the next five years within the grocery sector?CPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comRhea Raj's Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/Subscribe to Chain Drug Review here: https://chaindrugreview.com/#/portal/signupSubscribe to Mass Market Retailers here:https://massmarketretailers.com/#/portal/signupDISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent. CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.

" Challenging yourself is how you produce growth in your own life." Countless late nights, occasional tears, and many great conversations later, we did it. We made it to 100 episodes of REPOD! We've had so many incredible guests come on the show, fully willing to share the secret sauce to their success. These guests have been a treasure trove of creative inspiration. From discussing how to create immersive sets, to tricks for directing a player's attention, from how to effectively market your business to creating puzzles, our guests didn't gatekeep or pull their punches. To celebrate, we're taking a look back through the archives and picking some noteworthy clips. These were all things our guests said that really resonated with us – personally, professionally, or on a creative level. Each of these clips fundamentally changed how we think about something. Maybe it gave us a new perspective on leadership, like Elan Lee's clip about "other people's work." Or perhaps it was Christine Barger going against industry norms by allowing filming in her escape room. Others were more philosophical, like Alexander Gierholz's musings on the dissonance of escapism. Many of these clips helped shape the way we think about immersive design, such as Linda Klein talking about "experiential mixers" or Tommy Honton's "adrenaline map." It's been an amazing 100 episodes of Reality Escape Pod. I hope our guests have also inspired you in your creative journey. And if they did, we'd love to hear about it. Let us know if there's anything we missed that especially resonated with you. Thank you all for listening and for all your support!   Episode Sponsors Thank you to our sponsors: Weldwood Marketing, Buzzshot, COGS by Clockwork Dog, and Patreon supporters like you.    Weldwood Marketing Maximize your online presence with Weldwood Marketing. It's a one-stop shop for digital marketing—specializing in web design, SEO, online ads, and best business practices. They can even manage all your integrations so you can track the customer journey from clicking on an ad to booking your game. Let Weldwood help unlock more money for your business. Special offer exclusively for REPOD listeners: Weldwood rarely offers discounts, but they did for us. REPOD listeners get 15% off Marketing Services for the first 3 months, PLUS $750 off escape room websites. Schedule your Discovery Call and mention REPOD in the notes! Visit weldwoodmarketing.com/repod to learn more about this exclusive offer.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   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

Customer Experience as the Ultimate Global Differentiator  Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can cultural differences impact customer service interactions?  What role does personalization play in enhancing the customer experience across different cultures?  Why is it essential to understand local cultural perceptions when building brand value?  How can businesses strike a balance between global brand consistency and local cultural adaptation?  What impact does the country of origin have on storytelling for brands?  Top Takeaways:    Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better.   Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success.   Personalization isn't just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself.   Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand's origins, identity, and purpose.   Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets' perceptions.  Trust and brand loyalty are strengthened when businesses prioritize understanding their customers' cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions.   Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences.   Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in!  Quote:   "The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country."  About:    Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world's biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

What if your biggest customer experience problem isn't your marketing… but your inventory spreadsheet? In the era of one-click checkouts, Prime delivery expectations, and endless online channels, brands are pouring millions into customer acquisition—only to lose customers post-purchase. Why? Because they can't deliver what they just sold. Today's guest says the future of e-commerce success doesn't lie in a flashier storefront or a new influencer strategy—it lies in mastering the messy, invisible world of inventory. I'm excited to welcome back Riikka Söderlund, now Chief Operating Officer at Katana Cloud Inventory. About Riikka SoderlundRiikka Söderlund is the Chief Commercial Officer at Katana Cloud Inventory, where she leads the company's go-to-market strategy, driving growth across marketing, sales, and customer success. With a background as CMO and a proven track record in building scalable systems and high-performing teams, she brings deep expertise in data-driven growth, B2B SaaS, and customer-centric strategy. Her work at Katana has helped power over $2 billion in annual sales order volume by enabling small and medium-sized manufacturers to modernize their operations and scale efficiently. RESOURCES Katana: The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

#thePOZcast is proudly brought to you by Fountain - the leading enterprise platform for workforce management. Our platform enables companies to support their frontline workers from job application to departure. Fountain elevates the hiring, management, and retention of frontline workers at scale.To learn more, please visit: https://www.fountain.com/?utm_source=shrm-2024&utm_medium=event&utm_campaign=shrm-2024-podcast-adam-posner.Thanks for listening, and please follow us on Insta @NHPTalent and www.youtube.com/thePOZcast For all episodes, please check out www.thePOZcast.com SummaryIn this conversation, Randy Shacka shares his remarkable journey from a marketing intern to Two Men and a Truck president. He discusses the foundational values instilled by his parents, the importance of internships in shaping his career, and the challenges of building a brand from the ground up. Randy emphasizes the significance of leadership, resilience, and establishing a clear vision for the future, all while maintaining a people-first approach in business. In this conversation, Randy discusses his journey as a leader at Two Men and a Truck, sharing insights on navigating leadership challenges, enhancing customer experience, and the importance of hiring for cultural fit. He emphasizes the need for agility in meeting customer demands and the significance of data-driven decision-making in franchise management. Randy also reflects on the brand's expansion with Two Men and a Junk Truck, addressing the challenges and opportunities of growth. He concludes by sharing his personal definition of success, which revolves around paying it forward and helping others grow.Takeaways- Randy's journey from intern to president showcases the power of hard work and perseverance.- Values instilled by parents play a crucial role in shaping leadership styles.- Internships provide critical exposure to both what one enjoys and what one does not.- Building a brand requires grassroots efforts and a strong community presence.- Leadership involves understanding and addressing the needs of team members and franchisees.- Establishing a clear vision is essential for guiding a growing organization.- Navigating challenges requires resilience and a focus on core values.- The importance of listening and seeking to understand in leadership roles.- Creating a culture of care and compassion can drive organizational success.- Continuous improvement and innovation are key to staying relevant in business. - Listening to customers is crucial for success.- Agility in meeting customer needs is essential.- Hiring for cultural fit is more important than skills alone.- Interviewing should focus on values and team dynamics.- The hiring process must be intentional and communicative.- Data-driven decisions enhance operational efficiency.- Franchise consistency is vital for brand reputation.- Expanding the brand requires careful consideration and strategy.- Success is defined by the ability to help others grow. Chapters00:00 Introduction to Randy Shaka's Journey02:49 Foundations of Values and Work Ethic05:49 The Internship Experience and Career Beginnings09:02 Building a Brand from the Ground Up11:57 Leadership and Navigating Challenges15:06 Establishing a Vision for the Future24:02 Navigating Leadership Challenges26:02 Enhancing Customer Experience26:59 Hiring Philosophy and Culture Fit29:56 Interviewing for Values and Team Dynamics32:00 Innovations in Hiring Process33:49 Data-Driven Decision Making35:55 Franchise Consistency and Accountability39:02 Expanding the Brand: Two Men and a Junk Truck41:51 Leadership Concerns and Future Outlook43:55 Defining Personal Success   

Send us a textWhat happens when you sell your thriving Amazon brand to a $3B aggregator... and then watch them destroy everything you built?That's exactly what happened to Ben Leonard, the founder of Beast Gear—a strength and conditioning brand that became Thrasio's first European acquisition. But here's the twist: Ben got the brand back. And now, he's sharing the *entire resurrection journey in public.In this no-BS episode of **eCommerce OS Fast Track**, we break down:The inside story of selling to Thrasio and what really went downThe operational chaos that led to the brand's collapseWhy most Amazon aggregators failed (and what founders can learn)How Ben is rebuilding the brand with radical transparencyTactical moves for DTC revival, email capture, content, and CXWhat *NOT* to do when scaling through acquisitionWhether you're building a $1M brand or eyeing an 8-figure exit, this is essential viewing. Ben's story is a cautionary tale, a comeback playbook, and a masterclass in eCommerce brand-building rolled into one.Hit the bell to follow the full turnaround in real time.

My guest this week is back for another episode adventure. He was one of my very first guests on The CMO Whisperer—Dave Edelman. A longtime thought leader in marketing and customer experience, Dave has amassed over 1 million followers on LinkedIn. Over the past 30 years, he's led strategy and digital marketing practices at BCG, Digitas, and McKinsey, and also served as the Chief Marketing Officer at Aetna. Today, he's an executive advisor and senior fellow at Harvard Business School, where he works closely with enterprise-scale companies and AI startups. His new book, Personalized Customer Strategy in the Age of AI, debuted at number four on USA Today's Bestsellers list. And just for kicks—he was recently named an AI Trailblazer by Adweek. 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI. **Episode #261 Highlight Reel:**1. CXC IRL Interviews from CCW Las Vegas 20252. Learnings from 250+ leading solution providers in customer contact3. Things that are top of mind for CX/CS/Support executives4. Improving your customer experience & building alongside AI for the future5. Examples of world-leading AI companies/solutions to keep your eyes onClick here to watch CXCP #261 On CXC YoutubeClick here to learn about Customer Contact WeekHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss fashion group Zara's innovative travel mode, which allows users to shop for products while traveling. They explore the concept of 'modes'—temporary mindsets and behaviors that influence customer experiences—and how Zara's travel mode can enhance customer engagement. The conversation delves into the importance of context, opportunities for improvement, and the potential for community building through social media. The hosts emphasize the dynamic nature of modes and the need for behavioral science to further explore this concept. Takeaways Zara's travel mode allows shopping while traveling. Modes are temporary mindsets that influence behavior. Travel mode operates without internet access, enhancing usability. Anticipating customer context is crucial for effective modes. Supporting customer modes can create more buying opportunities. Zara's travel mode is a key conversion strategy. Leveraging community and social media can enhance customer experience. Zara should focus on its strengths in fashion. Behavioral science should study modes more extensively. The dynamic nature of modes offers opportunities for brands. Chapters 00:00Exploring Zara's Travel Mode Initiative 06:01Understanding Human Modes vs. Technology Modes 08:45The Importance of Context in Customer Experience 14:49Evaluating the Effectiveness of Zara's App Features 17:43Leveraging Community and Social Media for Engagement 20:47The Role of Behavioral Science in Understanding Modes 26:46Future Directions and Listener Engagement

Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative 'Moments Matter' initiative. They discuss the framework's three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in client and teammate experiences. Victor shares insights on the ambassador program, the importance of emotional connections with clients, and how the initiative has become a competitive advantage for KeyBank. The conversation emphasizes the ongoing commitment to improvement and the daily efforts required to maintain high standards in customer service. Takeaways Victor Aranda leads the 'Moments Matter' initiative at KeyBank. The initiative focuses on client and teammate experience. KeyBank's NPS score increased from 57 to 85 in four years. An ambassador program was created to empower leaders across the organization. Sustaining momentum is crucial for long-term success. Emotional connections with clients lead to increased loyalty. The initiative is embedded in onboarding and daily operations. Inconsistency in service is a major challenge to overcome. Continuous improvement is a core value at KeyBank. Celebrating small wins helps maintain motivation and focus. Chapters 00:00Introduction to Moments Matter 02:09Understanding the Moments Matter Framework 05:06Success Metrics and NPS Growth 09:41Implementation Strategies and Ambassador Program 17:35Sustaining Momentum and Consistency 26:10Creating a Competitive Advantage 30:31Emotional Connections and Client Experience 34:45The Daily Commitment to Improvement   Links KeyBank Connect with Vistor Aranda Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Books   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.  

[AAA] In 'Access All Areas' shows we go behind the scenes with the crew and their friends as they dive into complex challenges that organizations face—sometimes getting a little messy along the way.This week, we address the ‘big rocks' that can obstruct or delay successful outcomes in organizational transformations. Dave, Esmee, and Rob are joined by Jasmin Booth, Head of Product Delivery to discuss the transformation to being a (digital) product based organization.TLDR05:22 Access All Areas: This third episode focuses on the products we build that drive outcomes.06:52 Conversation with Jasmin about our digital products37:06 What makes it better to be in a product centric organization? 54:00 Conclusion of the seven Big Rocks and how to smash them59:00 Going on the Blue Bell railway HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/with Jasmin Booth: https://www.linkedin.com/in/jasminbooth15/ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/'Cloud Realities' is an original podcast from Capgemini

Agility can often get framed as driving massive transformation—but sometimes it's the milliseconds that matter. When every digital moment counts, small gains in speed and efficiency can have a disproportionately large impact on customer lifetime value and brand loyalty. If you could speed up every digital interaction your customers have with your brand by a full second, what would that be worth to your business?Today we're going to talk about how even seemingly minor improvements in speed and performance can have outsized impact on customer experience—and revenue. To help me discuss this topic, I'd like to welcome Jaxon Repp, Field CTO at Harper. About Jaxon ReppJaxon Repp, Field CTO at Harper, has over 25 years of experience architecting, designing, and developing enterprise software. He is the founder of three technology startups and has consulted with multiple Fortune 500 companies on IoT and Digital Transformation initiatives. A partially-reformed developer, he understands what it's like to wrestle with technology instead of benefiting from it, and believes passionately that if the Jetsons never had an episode where a config file error brought down the food-o-matic, it surely should not be a problem now. RESOURCES Harper: https://www.harpersystems.dev/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150"Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Customer experience (CX) can be a game-changer when it comes to differentiating your brand. Get your CX to a good place by creating a true relationship with your customers - not just selling to them. In this Quick Hit, you'll hear how from Allen Adamson. He's the Co-Founder of Metaforce and Author of many books, including Seeing the How. Catch the full episode here

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.These are brief interviews that share the experiences of outstanding individuals who help charities improve.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.Join us and be part of it.​

What happens to marketing when AI controls the entire purchase funnel?Steven Van Belleghem, global CX thought leader, keynote speaker, and author, joins us to unpack how AI isn't just changing workflows, it's rapidly  transforming customer decision-making itself.Uncover how customer expectations are shifting, how brands can prepare for AI-powered shopping assistants, and why the brands of the future must be search-visible, review-backed, and emotionally resonant. Steven warns that most companies are only focused on internal AI efficiencies… while ignoring how customer journeys are being upended in real time.We also explore his framework for “The Offer You Can't Refuse,” why authenticity is overrated, and what a 1% human experience should look like when everything else is automated. If you're a CX leader, marketer, or executive wondering what to do when the funnel disappears and your customers outsource their decisions to algorithms—this is the conversation you can't afford to miss. Key Moments:00:00 The Rise of LLMs in Search and Their Impact04:29 Introducing Steven Van Belleghem, CX Expert, Author, and Keynote Speaker07:22 Steven's Journey: From Family Business to AI Expert13:22 The Future of AI in Customer Experience and Branding34:55 Steven's Four Pillars of Success37:26 Examples of European Companies Excelling in Customer Experience40:12 The Power of Small Changes in Customer Experience46:51 Authenticity vs. Artificial Experiences51:49 The Impact of AI on Customer Experience55:10 Leadership's Role in Customer-Centric Culture01:02:06 Lightning Round: Steven's Personal Inspirations and Advice –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

The Advisory Board PodcastEpisode: Confidence, Culture & the Blushington WayGuest: Natasha Cornstein, CEO of Blushington HoldingsSponsored by: ClientTether – the smart way to grow your franchise.What do luxury beauty, Broadway, and power listening have in common? Natasha Cornstein, CEO of Blushington Holdings, joined us on this episode to share how a next-gen beauty brand is setting the gold standard—not just for glam, but for how businesses should listen, lead, and scale with soul. Beauty with a MissionNatasha might not be the founder, but she's the visionary CEO behind Blushington's bold expansion. With locations in NYC and upcoming launches in Boca Raton and Houston, Blushington isn't just serving makeup and blowouts—they're serving confidence in a glass of champagne (or sparkling water, if that's your vibe). The mantra? Confidence looks great on you.Customer Experience = Business StrategyFor Blushington, customer experience isn't fluff—it's strategy. Natasha broke down how every detail, from hair washes to tone of voice, is engineered to make guests feel heard, seen, and celebrated. And we're not just talking lipstick and lashes. We're talking about a culture of power listening—a practice that's been baked into the DNA of the brand since day one.What's “Power Listening” Anyway?It's not your average active listening. Power listening means really hearing—without interrupting, without ego, and with the intent to understand, not just respond. It's how Natasha leads her team, trains artists, and builds loyalty both in-store and across her franchise network. The results? Artists feel valued, customers feel heard, and services like wig styling (yes, wigs!) are born from team ideas that rise to the top.Diversity and Inclusion: Not Just a TaglineBlushington's commitment to inclusivity isn't performative—it's operational. From inventory to training, their team is equipped to serve all women: all skin tones, hair textures, and backgrounds. This isn't new for them—it's who they've been since 2011.Franchising with HeartTransitioning from a corporate model to franchising, Natasha is all about balance: structure meets creativity. With powerhouse partners like iFranchise and Baker McKenzie onboard, she's building a franchise culture that values the operator's insights as much as the playbook. Her franchisees? Often customers first. Loyal to the experience, now committed to scaling it.Bonus Round: Glam Meets BroadwayFun fact: Natasha's husband is co-producing a Broadway show, Take a Banana for the Road with Jeffrey Ross, opening this August. So if you find yourself in NYC, you might just catch some blush, a blowout, and a standing ovation all in one trip.Listen in to hear how beauty, business, and culture intersect—beautifully. And thank you again to ClientTether, for sponsoring today's episode and supporting smarter franchise growth through automation, lead nurturing, and CRM tools designed for brands that want to scale with impact.

"It's the first science-based escape room." If you ask an escape room enthusiast about entanglement puzzles, what likely springs to mind are those intertwined, bent metal nails that you need to separate. However, for Paul Kwiat, an entanglement puzzle is something else completely. Professor Kwiat is an acclaimed physicist, specializing in quantum physics, including quantum entanglement, along with quantum cryptography, dense-coding, quantum teleportation, entanglement distillation, and most recently, optical quantum gates. Phew! But what's a physicist doing on REPOD? Besides his many other accomplishments, Professor Kwiat has also created LabEscape, the first science-based escape room. Most of the puzzles in his games are built on different science phenomena such as magnetism, thermodynamics, and polarization. Many of these are rather advanced principles that would be taught at a college-level course. These are not games for kids! Professor Kwiat explains that he had three goals when creating his escape room. One—to show that science can be both relevant and accessible. Two—to show that these scientific effects are aesthetically beautiful. Three—that science is fun! His love of science and physics is certainly infectious. We couldn't resist the opportunity to chat about quantum mechanics, including quantum computers, and cryptography. I truly appreciated that he took the time to explain all these principles to us, even if it meant crushing my romantic notions of how quantum entanglement works. This episode is a bit different, but I think you'll certainly learn something.   Episode Sponsors Thank you to our sponsors: Weldwood Marketing, Buzzshot, COGS by Clockwork Dog, and Patreon supporters like you.    Weldwood Marketing Maximize your online presence with Weldwood Marketing. It's a one-stop shop for digital marketing—specializing in web design, SEO, online ads, and best business practices. They can even manage all your integrations so you can track the customer journey from clicking on an ad to booking your game. Let Weldwood help unlock more money for your business. Special offer exclusively for REPOD listeners: Weldwood rarely offers discounts, but they did for us. REPOD listeners get 15% off Marketing Services for the first 3 months, PLUS $750 off escape room websites. Schedule your Discovery Call and mention REPOD in the notes! Visit weldwoodmarketing.com/repod to learn more about this exclusive offer.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   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

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at Vision Hi-Tech Training & Expo, Ben Dexter sheds light on a common issue: many shop owners are only scratching the surface of what their shop management systems can do. From underutilized tools to overlooked processes, this conversation uncovers the true value of role-based training, strategies for better customer communication, why profit should be seen as a healthy business goal, the impact of digital vehicle inspections (DVIs), why strong service advisors are essential, and the crucial role of inventory control in shop performance. Whether you're a shop owner, service advisor, or team leader, this episode offers practical takeaways to help your business thrive. Ben Dexter, National Training Manager, NAPA TRACS. Find Ben's other episodes HERE Show Notes Vision Hi-Tech Training & Expo: https://visionkc.com/ Shop Management System Utilization (00:01:21) Shop Owner Mindset and Growth (00:02:56) Labor Matrix and Pay Structures (00:04:39) Communication and Transparency (00:06:21) Profitability and Professionalism (00:07:45) Customer Experience Focus (00:08:36) Inventory Control and Efficiency (00:09:30) Inventory Management Best Practices (00:10:58) Parts Stocking and Human Error (00:11:21) Balancing Inventory Investment and Efficiency (00:13:07) Service Counter and Customer Experience (00:15:41) Workflow, Process, and Flowcharts (00:20:07) Role-Based Training and SOPs (00:23:23) AI and Shop Management (00:26:45) Interview Process and Diagnostic Challenges (00:29:20) Service Counter Accountability (00:31:56) Breaking the Cycle and Seeking Help (00:34:17) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn:

What does it take to deliver human-centered customer experience across nearly 200 resorts and 22,000+ employees? On this episode of The Modern Customer Podcast, I'm joined by Derek De Salvia, Chief Customer Officer and EVP at Hilton Grand Vacations. Derek leads the company's global CX strategy and brings a practical, people-first lens to metrics, personalization, and leadership at scale. We talk about moving beyond NPS, using real-time feedback to drive smarter decisions, applying AI to elevate both guest and employee experience, and staying meaningfully connected to the frontline. Ready to see what future-ready CX leadership really looks like? Hit play to hear how Hilton Grand Vacations is using data, AI, and frontline insight to stay ahead. This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.  Visit www.scayle.com to learn more Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

On this episode of the Customers First Podcast, I engage in an enlightening conversation with Dustin Jensen, the founder of AIA System, a pioneering venture in the realm of AI applications. We delve deep into the nuanced world of customer experiences and how AI can serve as an essential ally in creating memorable interactions. He emphasizes that AI is not the flashy tool many perceive it to be, but rather an invisible co-pilot poised to enhance our workflows through subtle, intelligent interactions. Dustin elaborates on the importance of integrating AI within organizations, noting that many companies are still grappling with the implementation process. This is not merely about adopting technology for technology's sake; it's about enhancing the customer journey and streamlining operations to ultimately boost productivity and satisfaction. As our conversation progresses, we turn our attention to the healthcare industry, where Dustin highlights how AI can relieve the burdens of administrative tasks, allowing professionals to dedicate more time to their patients. The aim here is not to replace human interaction, but to elevate it, ensuring that healthcare providers can focus on building meaningful relationships with their patients. We also tackle the fears surrounding job loss due to AI, emphasizing the necessity of human involvement even in increasingly automated processes. Dustin reinforces the idea that AI is about augmenting human capabilities rather than replacing them; it enables people to focus on more substantial, value-driven tasks, thus fostering a more collaborative environment between humans and AI. Towards the end of our conversation, we discuss strategies for building customer-centric cultures that embrace AI while steering clear of disruption. Through this dialogue, we demystify AI and explore how it can serve as a bridge to enhanced customer experiences without sacrificing the vital human touch. This episode ultimately paints a picture of a collaborative future where technology and human talent work hand-in-hand to create magical experiences for customers.   Dustin's Contact Information: Website: https://aiasystem.com LinkedIn: @dustin-jensen   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!  

Is China's strategic push for chemical self-sufficiency reshaping the global petrochemical landscape? John Richardson, senior consultant at ICIS, joins The Chemical Show to share insights on how misjudged growth expectations for China, shifting demographics, and the rise of state-driven capacity expansions have led to the deepest, longest downturn in industry history. John and host Victoria Meyer examine why capacity was built around hopes for perpetual strong Chinese demand, only for real estate and demographic headwinds to alter the trajectory—creating a world of oversupply, negative margins, and mounting uncertainty. Their conversation covers the ongoing impact of trade tensions, the real drivers behind Chinese investment decisions, and why shutting down uneconomical assets is becoming a pressing necessity, especially in Europe and Asia. John and Victoria also weigh the challenges and promises of AI and data intelligence in a conservative, data-guarded sector, and offer advice for industry leaders navigating persistent market disruption. For chemical professionals, these perspectives highlight why adaptability, intelligence, and innovation will be critical in mastering both today's volatility and tomorrow's opportunities. Discover more about the following topics: How China's pivot from growth to self-sufficiency is reshaping global petrochemicals. Why chemicals face their worst business cycle ever, with Asian producers bleeding money on polyethylene. How tariffs and shifting policies create constant uncertainty for chemical companies. Why China's government-backed enterprises compete on strategy, not just cost. How data and artificial intelligence will separate industry winners from losers. “We've all assumed that polymer sciences are, you know, composites and stuff and playing with the same basic molecules, but maybe not.”  — John Richardson 00:00 Chemical Industry Insights by John 06:08 Domestic Chemical Manufacturing Expansion 08:48 Polyethylene Margins: China vs. Middle East 11:31 Tariffs and Global Business Perspectives 14:43 China's Trade Resilience Amid Challenges 20:23 Data Sharing's Impact on AI 23:50 Debating Productivity's True Impact 26:34 AI: Industrial Revolution or Renaissance? 30:49 Innovative Multi-Pane Glass Advancements 31:43 Innovative, Stronger Glass Advances  Subscribe to The Chemical Show on YouTube  ***Don't miss an episode: Subscribe to The Chemical Show on your favorite podcast player.  ***Like what you hear? Leave a rating and review. ***Want more insights? Sign up for our email list at https://www.thechemicalshow.com 

IN CLEAR FOCUS: Professor Mohamed Zaki of Cambridge University discusses his new book “Data-Driven Customer Experience Transformation.” Mohamed explores the shift from product-centric to customer-centric business models, distinguishing customer satisfaction from delight, and leveraging AI and data analytics to predict customer behavior. Mohamed also shares his insights on omnichannel experiences, personalization strategies, and real-world case studies, including Caterpillar's CX transformation.

TakeawaysRetailers are increasingly investing in technology and transformation.Store intelligence technology is crucial for operational efficiency.AI and automation are addressing major retail challenges.Visibility into store operations is lacking for many retailers.Robotics and AI are becoming essential in physical stores.Employee satisfaction improves with the adoption of technology.Retail media networks are evolving rapidly in the industry.Understanding the root cause of shrink is vital for retailers.Data-driven decision-making is key to optimizing operations.The future of retail is leaning toward an AI-first approach. Chapters00:00 This Week in Research: New Reports and Data01:37 The Evolution of In-Store Retail Technology03:24 The Impact of Technology on Retail Operations07:22 Understanding Store Intelligence and Its Benefits11:21 The Role of Robotics and AI in Retail15:56 Connecting Data to Business Processes18:28 Enhancing Employee Satisfaction and Customer Experience20:05 The Importance of Visibility in Store Operations22:51 Addressing Shrink and Inefficiencies in Retail25:00 The Rise of Retail Media Networks30:38 The Future of Retail Technology and AI Read the ⁠latest annual study from Coresight Research and Simbe, published in June 2025, to dive into the dawn of new-age stores. 

In this video, Brian Roisentul emphasizes the importance of creating unforgettable customer experiences rather than just focusing on conversions. He shares insights on how brands can transform mundane touchpoints into magical moments, engage customers through personalization and education, and implement innovative strategies for customer retention and feedback. Here's a glimpse of what you'll learn:Focus on creating unforgettable customer experiences, not just conversionsMap out all customer touchpoints to find areas for improvementSurprise customers in unexpected ways to spark word-of-mouthEducate customers on their purchases to increase usage and salesMake small, thoughtful changes...no big budget required--This episode is brought to you by ⁠BSR Digital⁠.⁠BSR Digital⁠ helps e-commerce brands that want to scale their business to the next level through paid ads & email marketing.To learn more about BSR Digital, ⁠visit their website⁠ or book a call ⁠here⁠.

In this episode of the Real Estate Pros podcast, Lance Gordon shares his journey from a successful career in sales and technology to becoming an entrepreneur in the outdoor lighting industry. After a life-changing cancer diagnosis, Lance decided to pursue his passion for lighting and opened a franchise in the Bay Area. He discusses the challenges and successes of launching his business during the pandemic, the importance of networking and partnerships, and the latest trends in outdoor lighting technology. Lance also provides insights into profit margins and the unique market dynamics of the Bay Area, emphasizing his commitment to quality and customer satisfaction.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

Mariah Parsons hosts Jen Brodwick, co-founder of Brixy, a sustainable personal care brand. Jen discusses Brixy's transition from B2B to D2C, leveraging retail and events for customer acquisition. They focus on Instagram for retailer engagement and plan to explore TikTok for D2C growth. Brixy's new magnesium-enriched deodorant is expected to be a top seller. Retention strategies include better segmentation, exclusive bundles, and founder content on TikTok. They also plan to leverage UGC and influencer marketing. Jen emphasizes the importance of intentional customer experience and data-driven decisions, supported by a strong network of advisors and founder groups.Episode Timestamps:Transition from B2B to B2C Marketing 4:25Jen discusses the ease of translating B2B skills to B2C in the health and natural retail world.She highlights the learning curve of D2C marketing but feels confident due to her tech background.Jen emphasizes the importance of user-friendly tools like Shopify, Smile.io, and Shogun in managing and building their website.She mentions the ever-evolving nature of marketing tools and the need to stay updated with new apps and features.Product Launch and Market Strategy 8:44Jen provides details about Brixy's product line, including shampoo, conditioner, and body wash bars, and their successful launch at Expo West.She introduces their new magnesium-enriched deodorant, expected to be a top seller due to its familiar application and benefits.Jen explains the educational aspect of promoting shampoo bars and the ease of using deodorant compared to shampoo.She shares her personal experience with shampoo bars and the efficacy of the category overall.Customer Acquisition and Event Strategy 10:51Jen outlines Brixy's approach to customer acquisition, focusing on retail and in-person events like Expo West and table tops at distributors.She mentions their use of Instagram for retailer engagement and their plans to explore TikTok for D2C growth.Jen discusses the importance of being visible on social media channels where their target audience is active.She highlights the success of their consumer events in local communities and the potential of events like Magic for boutique buyers.Retention Strategies and Segmentation 23:14Jen explains Brixy's basic retention strategies, including email and SMS remarketing through Klaviyo.She emphasizes the need for better segmentation of customer lists to improve retention efforts.Jen mentions plans to offer exclusive bundles and founder content on TikTok to build community and brand loyalty.She discusses the importance of providing value at every step of the customer journey, from initial engagement to post-purchase communication.Leveraging UGC and Influencer Marketing 25:48Jen shares Brixy's experience with using an agency for sourcing UGC and the challenges faced.She highlights the benefits of working with creators who are genuinely interested in the brand and not just looking for payment.Jen plans to leverage TikTok's affiliate back end to find and manage creators directly, aiming to scale their UGC efforts without an agency.She discusses the potential of founder stories and personal accounts to enhance brand authenticity and engagement.Customer Experience and Data-Driven Decisions 32:11Jen emphasizes the importance of providing value at every step of the customer journey, from answering questions on product pages to streamlining the checkout process.She highlights the need for intentional customer experience, ensuring every interaction adds value and builds trust.Jen shares Brixy's 30% customer retention rate and the importance of relevant messaging to keep customers engaged.She discusses the balance between data-driven decisions and trusting her gut feeling in business decisions.

What does it take to build truly intelligent customer experiences at enterprise scale? In this episode of the AI in Business podcast, Shardul Vikram, Chief Product Officer of SAP Application AI, returns to explore the critical role of generative AI in transforming CX across industries. From telecom to healthcare, Shardul breaks down how leading firms are aligning data strategy, automation, and personalization to drive measurable impact in both B2C and B2B environments. Shardul outlines SAP's vision for “intelligent CX” — where AI doesn't just automate tasks but bridges the gap between front-line support and back-office execution. Throughout the episode, he underscores how tools like SAP's CX AI Toolkit and GenAI copilot (Juul) are helping service agents anticipate customer needs, detect anomalies in real-time, and reduce wait times without sacrificing trust or compliance. Want to share your AI adoption story with executive peers? Click emerj.com/e2 for more information and to be a potential future guest on Emerj's flagship' AI in Business' podcast! If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

How does a former heavy metal guitarist end up leading a 175-year-old heritage footwear brand? In this episode of the Shoe-In Show's Leadership Series powered by OrthoLite, Danny Ewoldsen, President of Johnston & Murphy, shares his unexpected path to the C-suite and how creativity, curiosity, and customer obsession guide his leadership style. Danny opens up about blending tradition with innovation, cultivating a culture of authenticity, and what it really takes to keep a legacy brand relevant in today's fast-paced retail landscape. Tune in for fresh insights from one of the industry's most dynamic leaders. With special guest: Danny Ewoldsen, President, Johnston & Murphy Hosted by: Matt Priest and Andy Polk

This episode is brought to you by BIgCommerceWhat does it take to become a household name — and why does it matter?In this episode of Retail Remix, host Nicole Silberstein is joined by James May and Barry Thomas from global data and analytics firm Kantar to unpack the findings from the 20th annual BrandZ Report, which ranks the top 100 most valuable global brands. They dive into the forces shaping brand value today, why retail brands are on the rise and what lessons others can learn from this year's leaders. Together, they explore:Why brand is a company's most valuable asset and the common traits of the world's most valuable brands;Whether the era of U.S. economic exceptionalism is nearing an end;Why disruption is such a powerful brand-builder, as evidenced by brands like Amazon and ChatGPT; andHow retailers can follow the playbook of brands like Walmart and Costco to build stronger, more meaningful connections with consumers.RELATED LINKSExplore key takeaways from Kantar's 2025 BrandZ Report Check out the full 2025 BrandZ ReportLearn more about KantarExplore the latest marketing insights from Retail TouchPointsCheck out past episodes of Retail Remix Tired of rigid ecommerce platforms and hidden fees? BigCommerce gives you the flexibility to build and scale your store your way — with no extra fees for using the tools you love. Whether B2C or B2B, BigCommerce powers ecommerce that works for you. Learn more at bigcommerce.com/retailremix

Senior Software Engineer Serhii Popov and Product Manager Pavlo Haidamak, both of MacPaw, offer an inside look at how CleanMyMac is built with user trust, transparency, and security at the forefront. They discuss how evolving regulations like GDPR and Apple's system restrictions have changed the way software is developed, tested, and updated. The conversation explores balancing user control with ease of use, why informed permission requests matter, and how user feedback directly shapes product improvements. With examples from their own workflows and challenges, they highlight what it means to build responsible software in an age of heightened privacy concerns.0:09 Introduction to MacPaw's Perspective (Part 1)  This edition of MacVoices is supported by Notion, the best AI tool for work. Check it out at notion.com/macvoices. Show Notes: Chapters: 01:49 Roles and Responsibilities at MacPaw 03:58 Evolving Demands in Software Development 04:50 Trust and Security in Software 09:36 Educating Customers on Data Privacy 13:21 Permission Requests and User Experience 17:17 Customer Experience with CleanMyMac 20:47 The Importance of User Feedback 32:31 Closing Thoughts on User Control Links: MacPaw Discord Server:https://discord.gg/eN4dX2RRkN Guests: Pavlo Haidamak is a Product Manager at MacPaw, currently leading the team behind CleanMyMac. With a background in Computer Science, Pavlo began his career as a QA engineer and has since managed acclaimed products such as Gemini 2, Setapp, and SpyBuster. As a CODA (Child of Deaf Adults), he is dedicated to driving innovation and making apps smarter and more accessible. Outside of technology, Pavlo is an avid painter and analogue photography enthusiast, with a particular love for Polaroid cameras. In his free time, he enjoys baking bread, vibe coding and spending time with his tiny chihuahua, Loretta. You can connect with him here: www.linkedin.com/in/haidamak Serhi Popovi is a Senior Software Engineer at MacPaw with more than 7 years of experience developing world-class multi-platform apps. An expert in Swift, Swift Multiplatform, MarketplaceKit, Accessibility and other technologies, he's worked on several projects like Setapp, Setapp software development kit, and Spark Email. As the engineering lead of Setapp Mobile, Serhii has lead his team to develop one of the first successful alternative marketplaces for iOS, all while contributing to the Apple developer community through conference presentations, advocacy, and education.You can connect with him here:  LinkedIn - linkedin.com/in/serg-i  X: x.com/zaris__  Website: bysergi.com Support:      Become a MacVoices Patron on Patreon     http://patreon.com/macvoices      Enjoy this episode? Make a one-time donation with PayPal Connect:      Web:     http://macvoices.com      Twitter:     http://www.twitter.com/chuckjoiner     http://www.twitter.com/macvoices      Mastodon:     https://mastodon.cloud/@chuckjoiner      Facebook:     http://www.facebook.com/chuck.joiner      MacVoices Page on Facebook:     http://www.facebook.com/macvoices/      MacVoices Group on Facebook:     http://www.facebook.com/groups/macvoice      LinkedIn:     https://www.linkedin.com/in/chuckjoiner/      Instagram:     https://www.instagram.com/chuckjoiner/ Subscribe:      Audio in iTunes     Video in iTunes      Subscribe manually via iTunes or any podcatcher:      Audio: http://www.macvoices.com/rss/macvoicesrss      Video: http://www.macvoices.com/rss/macvoicesvideorss

Send us a textThe future of AI isn't just about technology—it's about relationships. Jake McKee, renowned as "the community guy," delivers a paradigm-shifting perspective on AI adoption that goes far beyond features and functionality. Rather than getting caught up in the technical capabilities, McKee advocates for designing the emotional connection between humans and AI systems. This customer success playbook episode reveals why the most successful AI implementations focus on relationship design, helping users feel comfortable whether they're interacting with a clearly identified robot or a humanistic assistant. McKee draws from his extensive experience at Lego and Fortune 500 companies to demonstrate how thoughtful AI experience design can transform user adoption and trust.Detailed AnalysisMcKee's revolutionary concept of "AI Experience Design" (AIX) represents a fundamental shift in how organizations should approach AI implementation. His core principle—"design the relationship, not the functionality"—challenges the prevailing rush to launch AI features without considering the human emotional experience. The discussion reveals critical insights about user psychology, particularly how people naturally anthropomorphize AI systems, using phrases like "please" and "thank you" even when they know they're communicating with machines.The conversation explores the delicate balance between AI enthusiasm and appropriateness, referencing recent challenges with overly enthusiastic AI responses. McKee emphasizes that successful AI relationships require the same nuanced understanding we apply to human interactions—matching energy levels, providing appropriate friction for creative processes, and recognizing when users need quick answers versus thoughtful collaboration.Perhaps most importantly, this customer success playbook demonstrates how AI transformation requires understanding context and purpose. A customer service agent dealing with frustrated callers needs rapid, efficient AI assistance, while a creative professional benefits from AI that provides "good friction"—intentional slowdowns that prompt deeper thinking rather than overwhelming users with instant responses. This strategic approach to AI experience design ensures technology serves human needs rather than creating additional complexity.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

How do you balance fraud protection with customer experience when every security measure potentially adds friction to your users' journey?Join hosts Chuck Moxley and Nick Paladino as they talk with Tutu Adenle, a fraud prevention and customer experience expert who has navigated complex challenges at companies like Twitter, American Express, and Eventbrite. Tutu shares eye-opening insights about the sophisticated ways bad actors exploit marketplaces, from testing stolen credit cards to account takeovers, and explains why customers are now grateful for fraud alerts rather than annoyed by them.Tutu also reveals how she tackled content moderation on a global scale at Twitter, where moderating human behavior required understanding cultural nuances across different countries and regions. She discusses the delicate balance of implementing fraud detection tools that protect customers while maintaining a smooth user experience, and explains why building frictionless experiences requires understanding human behavior and constantly monitoring customer service data to know when you've gone too far.Main Takeaways from this episode:Embrace protective friction — Well-placed fraud prevention measures actually build customer loyalty when customers understand they're being protected, as evidenced by positive reactions to banking fraud alerts.Map friction strategically — Place fraud detection at critical points in the customer journey rather than throughout the entire experience, understanding where security is essential versus where it impedes legitimate users.Monitor customer service data religiously — Contact center volume and categories are your best early warning system for when friction has crossed from protective to frustrating, since customers will always tell you when something isn't working.Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless/Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook- Tutu's LinkedIn: https://www.linkedin.com/in/tutu-adenle/ Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/Nick's LinkedIn: https://www.linkedin.com/in/npaladino/Chapters: (00:00) Introduction(03:00) From Physics to Customer Experience(05:00) Fraud in Digital Marketplaces(09:00) When Friction Builds Loyalty(11:00) How to Recover from Fraud Incidents(14:00) Finding the Right Balance with Multiple Fraud Tools(17:00) Strategic Friction Placement in Customer Journeys(19:00) Content Moderation Across Global Cultures(22:00) Regional Differences in Platform Safety(24:00) Proactive Content Detection(26:00) What Companies Get Wrong About Frictionless Experiences(30:00) Knowing When You've Gone Too Far(34:00) The Complexity of Building Frictionless Experiences(34:25) Conclusion

Senior Software Engineer Serhii Popov and Product Manager Pavlo Haidamak, both of MacPaw, offer an inside look at how CleanMyMac is built with user trust, transparency, and security at the forefront. They discuss how evolving regulations like GDPR and Apple's system restrictions have changed the way software is developed, tested, and updated. The conversation explores balancing user control with ease of use, why informed permission requests matter, and how user feedback directly shapes product improvements. With examples from their own workflows and challenges, they highlight what it means to build responsible software in an age of heightened privacy concerns.0:09 Introduction to MacPaw's Perspective (Part 1)  This edition of MacVoices is supported by Notion, the best AI tool for work. Check it out at notion.com/macvoices. Show Notes: Chapters: 01:49 Roles and Responsibilities at MacPaw 03:58 Evolving Demands in Software Development 04:50 Trust and Security in Software 09:36 Educating Customers on Data Privacy 13:21 Permission Requests and User Experience 17:17 Customer Experience with CleanMyMac 20:47 The Importance of User Feedback 32:31 Closing Thoughts on User Control Links: MacPaw Discord Server: https://discord.gg/eN4dX2RRkN Guests: Pavlo Haidamak is a Product Manager at MacPaw, currently leading the team behind CleanMyMac. With a background in Computer Science, Pavlo began his career as a QA engineer and has since managed acclaimed products such as Gemini 2, Setapp, and SpyBuster. As a CODA (Child of Deaf Adults), he is dedicated to driving innovation and making apps smarter and more accessible. Outside of technology, Pavlo is an avid painter and analogue photography enthusiast, with a particular love for Polaroid cameras. In his free time, he enjoys baking bread, vibe coding and spending time with his tiny chihuahua, Loretta. You can connect with him here: www.linkedin.com/in/haidamak Serhi Popovi is a Senior Software Engineer at MacPaw with more than 7 years of experience developing world-class multi-platform apps. An expert in Swift, Swift Multiplatform, MarketplaceKit, Accessibility and other technologies, he's worked on several projects like Setapp, Setapp software development kit, and Spark Email. As the engineering lead of Setapp Mobile, Serhii has lead his team to develop one of the first successful alternative marketplaces for iOS, all while contributing to the Apple developer community through conference presentations, advocacy, and education.You can connect with him here:  LinkedIn - linkedin.com/in/serg-i  X: x.com/zaris__  Website: bysergi.com Support:      Become a MacVoices Patron on Patreon      http://patreon.com/macvoices      Enjoy this episode? Make a one-time donation with PayPal Connect:      Web:      http://macvoices.com      Twitter:      http://www.twitter.com/chuckjoiner      http://www.twitter.com/macvoices      Mastodon:      https://mastodon.cloud/@chuckjoiner      Facebook:      http://www.facebook.com/chuck.joiner      MacVoices Page on Facebook:      http://www.facebook.com/macvoices/      MacVoices Group on Facebook:      http://www.facebook.com/groups/macvoice      LinkedIn:      https://www.linkedin.com/in/chuckjoiner/      Instagram:      https://www.instagram.com/chuckjoiner/ Subscribe:      Audio in iTunes      Video in iTunes      Subscribe manually via iTunes or any podcatcher:      Audio: http://www.macvoices.com/rss/macvoicesrss      Video: http://www.macvoices.com/rss/macvoicesvideorss

Paul Turley, Senior Director Ireland at ServiceNow, discusses the role of AI in customer service and emphasises the importance of combining artificial intelligence (AI) with emotional intelligence (EQ) Artificial intelligence (AI) is reshaping the landscape of customer service, but a fundamental challenge persists: fulfilling the consumer desire for both rapid service and authentic human understanding. While Gartner predicts generative AI adoption will soar to 80% this year, true success hinges on understanding the customer. According to industry research, most (84%) of business leaders agree that consumers have higher expectations for service now than in the past. To close the gap between investment and impact, AI must enhance, not just automate, customer service. As organisations race to implement AI in customer experience (CX), they're at an inflection point. They can create strong and enduring relationships if customers enjoy AI support services. However, hard-earned brand loyalty is at risk if customers dislike these services. This means it is crucial to understand and cater to CX preferences, shaping truly customer-centric strategies. The future of customer relationships = AI + EQ Consumers no longer just want AI that gets the job done; they want AI that understands them, incorporating a level of emotional intelligence (EQ). This means that AI should be able to interpret and respond to human emotions, such as understanding when a customer is upset and responding appropriately. As our annual Consumer Voice Report 2025 confirmed, people have long seen AI-powered chatbots as efficient but emotionless. In Ireland, more than two-thirds (68%) of consumers say they fail to understand emotional cues, often missing tone, urgency, or frustration. Still, expectations are evolving. In line with the broader Europe, Middle East, and Africa (EMEA) region, 65% of consumers in Ireland believe AI will be able to detect emotions within the next 12 months. Put simply, consumers expect AI to streamline interactions, anticipate their needs, and complement human agents. Companies that successfully integrate AI with human-driven customer service will not only improve efficiency but also deliver a more intuitive, empathetic, and seamless experience, building stronger and more trusted customer relationships. High stakes, low trust: the AI trust gap People embrace AI for its speed and convenience in low-stakes tasks, but in emotionally charged situations, they expect AI to work alongside humans, not replace them. As AI's capabilities continue to expand, many people will reevaluate the trust they place in this technology, even for future use cases they cannot yet envision. Some tasks will always require human oversight, and AI's role is not to supplant human judgment but to support it in the right contexts. The next stage of adoption involves identifying those conditions while expanding the understanding of its potential, with a focus on governance, reliability, and risk management. As the opportunities for AI grow, businesses have a crucial window to close the trust gap and position AI as a reliable tool, not just for today's known applications but for the many possibilities ahead. The customer paradox - what we value in humans, we criticise in AI (and vice versa) Consumers want speed, yet will opt for human-led interaction. They want accuracy and seamless continuity, but will shy away from AI-led services. In short, what consumers want from their customer service does not align with their channel preferences, which creates a fundamental paradox. However, regardless of the scenario, the key to resolving this contradiction lies in a proactive AI-powered service. The best customer service is invisible: no waiting, no repetition, no friction. Younger, on-demand consumers already anticipate this - for example, today's buyers rarely visit in-store for device support. Where this was once commonplace, they now expect devices to update, troubleshoot, a...

Heute wird's besonders spannend, denn es dreht sich alles um eines der meist unterschätzten, aber zugleich wichtigsten Themen in der Versicherungsbranche: die Kommunikation mit Kundinnen und Kunden. Zu Gast ist Achim Schuch von der Dialog Group, einem europäischen Spezialisten für Customer Communication und Customer Experience, der seit mehr als 20 Jahren Unternehmen – nicht nur Versicherer, sondern auch Banken und andere Branchen – bei der Transformation ihrer Kundenkommunikation begleitet.Gemeinsam mit unseren Hosts taucht Achim tief in die Praxis ein: Was funktioniert heute wirklich, wenn es darum geht, Kunden zu erreichen und zu überzeugen? Welche Kanäle und Tools sind entscheidend – und wie kann man sie sinnvoll kombinieren? Von der Rolle von Print-Mailings (leben sie wirklich länger?) über smarte Prozess-Bots und personalisierte Videos bis hin zu omnichannelfähigen Kommunikationserlebnissen: Es erwartet euch ein bunter Mix aus Erfahrungen, Trends und echten Erfolgsbeispielen, die zeigen, wie Unternehmen mit den steigenden Erwartungen und der fortschreitenden Digitalisierung Schritt halten.Außerdem geht es darum, wie wichtig es ist, Denkstrukturen aufzubrechen, Veränderung pragmatisch und Schritt für Schritt anzugehen und dabei den Kundendialog so relevant, schnell und persönlich wie möglich zu gestalten. Natürlich lernt ihr auch Achim selbst besser kennen – seinen Antrieb, seine Sicht auf moderne Führung und die berühmten „Famous Last Words“, die Mut machen, neue Wege zu gehen. Freut euch auf eine inspirierende, praxisnahe Episode, die zeigt, wie Kommunikation zum echten Differenzierungsfaktor in der Versicherungswelt werden kann!Schreibt uns gerne eine Nachricht!PPI – Inspired by Simplicity. PPI verbindet Fach- und Technologie-Know-how, um komplexe Finanzprojekte in der Versicherungs- und Bankenwelt unkompliziert umzusetzen. Mit über 800 Expert:innen, europaweit führenden Lösungen im Zahlungsverkehr und der Vision „From Paper to Pixels“ begleitet PPI ihre Kunden erfolgreich in die digitale Zukunft.

In this episode, we explore how True Classic, a men's apparel brand, is leveraging AI to transform its customer support with Jordan Gesky, Senior Customer Experience Manager.We look at True Classic's journey from rule-based automation to generative AI across multiple channels. Jordan talks about how their AI assistant, Crue, now handles customer service inquiries through chat, email and phone channels and how that's reduced costs and time to resolve.We get into the practicalities of AI in customer service, including continuous auditing, clear guidelines and giving AI a brand voice. Jordan explains how True Classic trains their AI using agent conversations and FAQs and how they integrate it with their Shopify account, returns portal and product catalogue to create a self-service solution.We also talk about the challenges of AI implementation, from hallucinations to customer data security and how True Classic approaches AI governance through transcript reviews and CSAT monitoring.Shownotes: Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimmsGet in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms Hosted on Acast. See acast.com/privacy for more information.

Episode 248: At Dominion Energy, keeping the lights on isn't just a priority—it's the single biggest driver of customer experience. But as customer expectations continue to evolve, the bar keeps rising. Customers don't just want to know when their power will be back, they want to know why it is out. And they expect that experience to be as seamless, informed, and intuitive as downloading and using their favorite mobile apps. Meeting those expectations requires transparency, empathy, and a companywide commitment to service. In this episode, Utibe Bassey, vice president of customer experience, shares how Dominion Energy's mission-driven culture empowers this commitment, and how the company is harnessing tools like NPS Prism to better understand what customers need and how they perceive the service they receive—especially during critical moments like outages. That feedback helps teams act faster, communicate better, and focus on what really matters to customers. And it is, truly, a team sport. From operations and audit to communications and compliance, delivering a great experience takes cross-functional alignment and a shared sense of purpose. It's a culture where colleagues often rotate into different areas to build a greater understanding of the customer experience. Through data-driven decision making, a customer-centric mission, and an “all in” commitment to serve, Dominion is proving that customer-centricity can be a utility's greatest source of power.  Key Topics Covered: Communicating clearly about service disruptions Aligning teams around the customer journey Bridging the gap between customer perception and reality NPS Prism as a tool to inspire and inform improvements Meeting rising customer expectations in a utility context The value of empathy and transparency in customer communications Cross-functional teamwork and shared CX goals Strengthening a customer-centric culture Guest: Utibe Bassey, Vice President of Customer Experience, Dominion Energy Host: Rob Markey, Partner, Bain & Company Give Us Feedback: Help us improve the podcast. Want to get in touch? Send a note to host Rob Markey. Notable Quotes: [6:00] “We have a term that we say, ‘all in service,' because we're all in service of the customer. We want people, whether they're front line facing or they're in audit, supply chain, or ethics, to connect the dots between … even if it's three or four steps removed, it impacts how customers see our company.” [13:00] “The main thing our team tries to keep front and center for all of our stakeholders is that we need a shared outcome.” [32:00] “When you have an organization whose colleagues think about the customer in a way that connects themselves to the customer, even personally, this stuff is like wildfire.” Additional Resources: Bain & Company's Case Study with Dominion Energy: How a National Leader Turned CX Ideas into Action with NPS Prism

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a Wall Street Journal article written by Jennifer Williams about retail, focusing on how major brands are intentionally slowing down the shopping experience to enhance customer engagement. They explore the importance of creating meaningful experiences, the lessons learned from Toys R Us, and the need for authenticity in retail strategies. The conversation emphasizes measuring success beyond traditional sales metrics and highlights the future of experience-led brands. Takeaways The longer someone spends in a store, the more likely they are to convert into a purchaser. Retailers are adding experiences to encourage customers to linger longer. Time well spent is a key concept in enhancing customer experience. Experiences must be meaningful and relevant to the brand. Toys R Us failed to create relevant experiences for their target audience. Lego gets it. Camp.com gets it. Retail success should be measured by time value, not just sales per square foot. Authenticity in brand experiences is crucial for customer loyalty. Walmart is evolving to compete with experiential brands. Experience-led brands can charge for their unique offerings. Read More: https://www.wsj.com/articles/shop-slow-spend-more-the-retailers-hoping-that-customers-linger-0c87ea24?st=etbsMd&reflink=desktopwebshare_permalink https://camp.com Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

Every organization is built on people, structures, and culture. But culture isn't static—it evolves with every interaction, ambition, and shift in circumstance. As IT drives business transformation, new technologies reshape how people connect and collaborate. In this ever-changing landscape, a strong, adaptive culture is the key to lasting success. This week, Dave, Esmee and Rob talk to Jitske Kramer, Corporate Anthropologist about what technology is doing to cultures and human systems and how AI can mess with the narrative. TLDR00:50  Introduction of Jitske Kramer and her book Navigating Tricky Times02:05  Rob shares his confusion about saying “thank you” to AI07:25  In-depth conversation with Jitske Kramer11:30  Visual communication via tattoos even at AWS re:Invent25:00 Corporate framing and what's going on within organizations today46:22  Exploring the contrast between the natural pace of human transformation and the rapid acceleration of technology54:14  Editing the documentary Patterns of Life55:56  Esmee's 2x Outro speed surprises everyone!Guest:Jitske Kramer: https://www.linkedin.com/in/jitskekramer/https://jitskekramer.substack.com/Tricky Times event: https://tricky-times.com/events/navigating-tricky-times-leading-through-the-messy-middle-of-change/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/ SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/ 'Cloud Realities' is an original podcast from Capgemini

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

In this episode of Builders Wanted, we sit down with Dar Miranda, VP of Customer Engagement at DailyPay, to delve into the innovative strategies behind real-time financial management for workers. Explore how financial stress impacts employee engagement, the shift towards employee-centric pay models, and the bold moves Daily Pay is making to transform traditional payroll systems.-------------------Key Takeaways:DailyPay's mission to provide employees faster, more flexible access to earned wages.Financial stress causes a significant impact on employees' focus, productivity, and job satisfaction.The integration of AI will help solve customer problems and drive growth, but will not replace humans.-------------------“ The trend that I'm watching most closely is the integration of AI to proactively solve customer problems, but also unlock new growth avenues. So it's not just about reactively answering questions or the ability to reactively answer questions quickly, it's about shifting AI from this like cost center efficiency play  to a revenue and loyalty driver.” – Dar Miranda-------------------Episode Timestamps:‍*(05:36) - The boldest thing DailyPay is building right now‍*(11:25) - The surprising way users engage with DailyPay ‍*(21:15) - Where Dar draws the line between automation and human connection ‍*(32:01) - A CX trend Dar is watching closely ‍*(36:27) - What every CX leader should start or stop doing‍*(38:55) - Dar's advice for builders creating empathetic customer experiences-------------------Links:Connect with Dar on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorBuilders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what's next? Learn more at twilio.com.

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.These are brief interviews that share the experiences of outstanding individuals who help charities improve.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Join us and be part of it. ​

On this episode of Human Centered, host Nick Brunker welcomes Nick Yecke, Executive Director of Experience Strategy at VML, to explore the fascinating evolution of customer experience (CX). Inspired by Yecke's recent article in eXp Magazine, they chart a course through CX's history, from the early "Service Era" and "Satisfaction Era" through the "Relationship Era" and the current "Experience Economy." The conversation then dives deep into what Yecke terms the "Predictive and Autonomous Era," where AI, data analytics, and automation are set to reshape how businesses anticipate and fulfill customer needs proactively. They discuss key pillars like hyper-personalization, AI-driven self-service, emotion and context recognition, "Invisible CX," and the critical importance of ethical considerations and trust in this new landscape. Tune in to understand how the lessons of the past are shaping a future where CX becomes more intuitive, efficient, and deeply human-centered.You can read Nick Yecke's article, "Looking Back, Looking Forward," in eXp Magazine here, beginning on page 48.

Customer service has undergone significant changes in just a few years. We've moved from clunky chatbots with limited menus to sophisticated AI agents that understand, respond, and solve problems in real-time. But we're now standing on the edge of something even bigger. In today's episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it. According to Matthias, up to 80 percent of customer interactions can now be automated with modern AI tools. This is not the frustrating automation many remember. We're talking about orchestrated systems where multiple AI agents work together.  One agent might interpret a customer's request, another retrieves information, while others take care of backend integrations. The goal is not to deflect but to resolve quickly, clearly, and with the consistency that customers expect. This shift is also reshaping internal support. Zendesk's Employee Experience Suite brings the same AI capabilities used for customer service into HR and IT workflows. Employees now have access to fast, intelligent support that mirrors the consumer-grade service they're used to in their personal lives. Crucially, we explored what this means in a European context. With strict privacy regulations, Zendesk has developed tools that enable businesses to see precisely how AI decisions are made. Matthias explained how AI reasoning controls ensure transparency, maintain trust, and allow for complete visibility into what the AI is doing and why. We also looked ahead. What happens when AI agents not only support us but begin to represent us? What if a customer reaches out, not through a human, but through their virtual assistant? That future may not be far off. Is your organization ready for this shift in how service is delivered and experienced?

AI in sales and marketing is transforming how companies engage customers, automate outreach, and scale faster than ever. In this exclusive interview, Dan Goodstein, a seasoned business therapist and marketing strategist, shares what actually works in 2025's ultra-competitive landscape.If you're a founder, sales leader, or marketer struggling to stand out, convert leads, or understand what tech tools actually move the needle, this episode is your shortcut to clarity and confidence. We dig into how AI empowers sales automation tools, why you must master simplifying brand messaging, and how to build a winning go-to-market strategy even if you're starting from scratch.Dan's experience working with B2B companies and tech startups gives him unique insight into the future of work, how to overcome email marketing decline, and how to improve website conversion tips to get real results. From using conversational AI for sales to creating a consistent content engine, Dan provides high-trust, low-fluff answers for the exact challenges you're Googling right now.If you're searching for how to build brand clarity, out-market the competition, and create a buyer journey that feels effortless—Dan delivers the blueprint. Expect smart, fast answers that reflect the latest in customer experience trends and startup growth strategy without the jargon.

"It was like a laser tag basement with Party City decorations." Escape rooms? What are those? Well, it says here that you're locked in a room, and if you can't solve the puzzles fast enough, a zombie will get you! According to Trip Advisor, it's the top rated activity in the city. The year is 2014. Amanda Harris has just discovered her first escape room... and her life was changed forever. Since that fateful day, she has gone on to play well over 1,700 escape rooms. She is currently one of the most experienced escape room players in the country, if not the world. Amanda joins us to talk about the escape room era of yore, when most rooms were festooned with cheap locks and even cheaper furniture. The puzzles were mostly bad, and many of the games were created and run by slightly sadistic gamemasters who guarded hints like dragons sitting on their hoards. Yet she played game after game after game. Despite how terrible many of the early escape rooms were, she still loved them, and played as many as she could find. Indeed, even finding the games themselves was a challenge back then, let alone finding the gems. Those few gems, however, were absolutely incredible. That's a large part of the reason why David and Lisa created Room Escape Artist all those years ago. Tune in to this episode to hear David and Amanda reminisce about the bad old days and trade war stories about "the early days of  completely bananas, insane escape rooms."     Episode Sponsors Thank you to our sponsors: Weldwood Marketing, Buzzshot, COGS by Clockwork Dog, and Patreon supporters like you.    Weldwood Marketing Maximize your online presence with Weldwood Marketing. It's a one-stop shop for digital marketing—specializing in web design, SEO, online ads, and best business practices. They can even manage all your integrations so you can track the customer journey from clicking on an ad to booking your game. Let Weldwood help unlock more money for your business. Special offer exclusively for REPOD listeners: Weldwood rarely offers discounts, but they did for us. REPOD listeners get 15% off Marketing Services for the first 3 months, PLUS $750 off escape room websites. Schedule your Discovery Call and mention REPOD in the notes! Visit weldwoodmarketing.com/repod to learn more about this exclusive offer.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   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

Ever wonder what half a billion minutes of AI-powered customer service actually sounds like?  On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues. This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It's set up to handle an emergency roadside service scenario, just like the Replicant AI agents that have automated millions of calls for North America's largest roadside assistance providers. Learn why this is a "now or never" moment for voice automation, and how AI can drive massive cost savings while boosting customer satisfaction. We tackle everything from empathy to human + AI handoffs! This episode is sponsored by Replicant. Ready to experience it yourself? You can talk to Replicant's AI agent right now: 

What if you could test drive your entire customer experience — before even writing a line of code? Agility isn't just about reacting fast — it's about thinking ahead, designing deliberately, and testing before committing. In an age where customer expectations shift by the minute, businesses can't afford to just “build and hope.” Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we're exploring how Generative AI-powered prototyping can help organizations visualize and refine the full customer journey before it's built — and why tools like Pega's Customer Engagement Blueprint are changing how brands think about strategy, customer-centricity, and innovation.To walk us through this, I'd like to welcome back to the show Tara DeZao, Sr. Product Marketing Director at Pega. About Tara De ZaoTara DeZao, Director of Product Marketing, AdTech and MarTech at Pega, is passionate about helping clients deliver better, more empathetic customer experiences backed by artificial intelligence. Over the last decade, she has cultivated a successful career in the marketing departments of both startups and Fortune 500 enterprise technology companies. She is a subject matter expert on all things marketing and has authored articles that have appeared in AdExchanger, VentureBeat, MarTech Series and more. Tara received her bachelor's degree from the University of California, Berkeley and an MBA from the University of Massachusetts, Amherst. RESOURCES Pega: https://www.pega.com https://www.pega.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Mike Turner is the founder and MD of Bird & Blend Tea Co. Developing, producing and selling the UK's largest range of unique and exciting tea blends. Founded in 2012 Bird & Blend are on track to drive sales of £20million in the next year. They are selling internationally via their Shopify store, and via their 25 high street stores in the UK. Hit PLAY to hear:

Coffee. We love it so much! However, in spite of our love for coffee, we have all been burned by taking in just a little too much caffeine as we sip, cup, and enjoy. As technology and methods around decaf coffee have improved and evolved, so too has the demand for having more control over the stimulating effects of the beverage.  This is where Caffeine Control Coffee comes in to educate us on caffeine and provide options for people who want to love coffee but stave off the less desirable impacts of it.  Beginning in 2003 as a barista in college, Pete Licata fell in love with both coffee and the industry behind it. As he worked in various cafes he took on leadership positions as well as roasting he also became deeply involved in competitions leading to his 2x US Championship titles and finally winning WBC in 2013.  Pete is a longtime coach and mentor for world class baristas and founder of Licata Coffee Consulting.  In 2019 he took on R+D and eventually the role of Head of Coffee work in Australia for Nomad Coffee Group  In 2025 Pete, along with his wife Maria, opened Caffeine Control Coffee. A business focused on bringing clarity on caffeine in coffee with a focus on wellness to the masses with products designed to control how much and when their customers drink caffeine. We discuss:  The Evolution of Decaf Coffee Quality and Consumer / Professional Perception of Decaf Intentionality in Coffee Blending The Rise of Conscious Consumption and Health The Issue of Traceability in Decaf Coffee Exploring Caffeine's Impact on Health Navigating Caffeine Levels Brewing Techniques for Decaf Eye Opening Caffeine Content Myths What The Future Holds For Caffeine Awareness  Links: https://caffeinecontrol.coffee/ @caffeinecontrol.coffee    Related episodes: 154: Decoding Decaf w/ Mike Stumpf of Swiss Water Decaffeinated Coffee 168 : How to get the Best from your Coffee w/ WBC 2013 Champ, Pete Licata 350 : The Physics of Filter Coffee w/ Jonathan Gagné 003: The Role of Mentorship in Specialty Coffee w/ Pete Licata 452: Championing the Customer Experience in Coffee w/ 3x SA Barista Champion, Winston Douglas Thomas of Cedar Coffee   KEYS TO THE SHOP OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email  chris@keystothshop.com of book a free call now:  https://calendly.com/chrisdeferio/30min      Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs!  www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series!  www.pacificfoodservice.com