Podcasts about Customer experience

Today we are breaking down Moncler, the high-end outerwear brand. Known for their down jackets and  stylized M logo, it's a mix of style and substance that blends into the brand history and evolution of Moncler.  I am joined by Chris Davies, investment manager at Baillie Gifford to cover Moncler's story, particularly in the hands of Remo Ruffini. We get into its push to define luxury outerwear and extend outward into other product categories while keeing that core DNA of fashion and function. This is a particularly interesting episode for anybody interested in the luxury market generally, and Moncler's push to carve out its own niche. Please enjoy this Breakdown on Moncler.  ⁠Subscribe⁠ to Colossus Review For the full show notes, transcript, and links to the best content to learn more, check out the episode page ⁠here⁠. —- This episode is brought to you by Octus, formerly Reorg, is the essential credit intelligence and data provider for nearly 40,000 professionals across the world's leading buy side firms, investment banks, law firms and advisory firms. By surrounding unparalleled human expertise with embedded AI technology, data and workflow tools, Octus unlocks powerful truths that fuel decisive action in financial markets. Visit⁠ octus.com⁠ to learn how rigorously verified intelligence is delivered at speed to create a complete picture across the entire credit lifecycle. —- Business Breakdowns is a property of Colossus, LLC. For more episodes of Business Breakdowns, visit⁠ joincolossus.com/episodes⁠. Editing and post-production work for this episode was provided by The Podcast Consultant (⁠https://thepodcastconsultant.com⁠). Show Notes (00:00:00) Welcome to Business Breakdowns (00:04:31) Moncler's Iconic Products (00:06:47) Historical Evolution of Moncler (00:11:48) Moncler's Three Pillars (00:24:58) The Stone Island Acquisition (00:32:39) Estimating the Luxury Outerwear Market (00:33:58) Moncler's Market Influence and Growth (00:35:48) Defining Quality in Luxury Brands (00:36:47) Moncler's Down Integrity and Customer Experience (00:41:46) Managing Supply and Demand in Luxury (00:47:18) Capital Allocation and Growth Opportunities (00:55:03) Risks and Challenges in the Luxury Market (00:58:46) Key Lessons from Moncler

QFF: Quick Fire Friday – Your 20-Minute Growth Powerhouse!   Welcome to Quick Fire Friday, the Grow A Small Business podcast series that is designed to deliver simple, focused and actionable insights and key takeaways in less than 20 minutes a week.   Every Friday, we bring you business owners and experts who share their top strategies for growing yourself, your team and your small business. Get ready for a dose of inspiration, one action you can implement and quotable quotes that will stick with you long after the episode ends!   In this episode of Quick Fire Friday, host Amanda Jones interviews Shane Fell shares his incredible journey from the corporate world of luxury cars to becoming the driving force behind Fellini, Hobart's renowned Italian restaurant. With a passion for hospitality, Shane emphasizes the importance of trust, teamwork, and creating WOW experiences that leave lasting impressions. He discusses his leadership approach, focusing on empowering staff, fostering innovation, and building a people-first culture. Shane's insights into crafting unforgettable dining experiences showcase his commitment to excellence and adaptability. From customer connections to operational precision, Shane's story inspires business owners to pursue growth through passion and resilience. Other Resources:    “Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect”, by Will Guidara The 10X Rule: The Only Difference Between Success and Failure by Grant Cardone 7 Tenets of Taxi Terry: How Every Employee Can Create and Deliver the Ultimate Customer Experience by Scott McKain Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers by Jeanne Bliss Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones by James Clear Key Takeaways for Small Business Owners: Passion Drives Success: Pursue what you love, as passion fuels energy and commitment in both business and personal life.   Trust Builds Culture: Trust is the foundation of a strong team and an exceptional customer experience. Without trust, culture deteriorates.   Empower Your Team: Value your staff by giving them a voice, encouraging innovation, and fostering an environment where they feel appreciated. Our hero crafts outstanding reviews following the experience of listening to our special guests. Are you the one we've been waiting for?   Customer Experience Matters: Success lies in crafting memorable experiences by focusing on relationships, first impressions, and understanding customer needs.   Adaptability is Key: Stay open to change and embrace new technologies or ideas to remain relevant and competitive in your industry.   Invest in Self-Growth: Continuously learn and grow through books, audio, and personal discipline to achieve goals and inspire others. One action small business owners can take: According to Shane Fell, one action a small business owner should take is to set clear non-negotiables for their operations, such as service quality and team behavior. Regularly reviewing these standards with the team ensures consistency and drives growth. Do you have 2 minutes every Friday? Sign up to the Weekly Leadership Email. It's free and we can help you to maximize your time. Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.

In this episode of Builders Wanted, we sit down with Cole Moir, Vice President of Brand and Digital Marketing at TCL North America, to explore what it takes to create a standout brand in a crowded market. Tune in to hear about the methods behind creating high-impact, emotionally resonant brand experiences and the future role of AI and personalization in marketing.-------------------Key Takeaways:A focus on creating memorable and emotional moments for audiences builds a more meaningful connection with consumers and aligns with the brand's identity and values.Brands that leverage cultural moments to enhance their relevance and impact connect with audiences on a shared emotional and cultural ground.Clarity in messaging often wins over cleverness, especially in crowded markets, and leads to stronger trust and engagement among consumers.-------------------“ The key is to design brand experiences that respect attention, not demand it. In a world of infinite content, brands that break through are the ones that earn the moment by being useful or entertaining or emotionally resonant. We don't chase eyeballs, we chase impact.” – Cole Moir-------------------Episode Timestamps:‍*(02:08) - The boldest thing TCL is building right now‍*(06:08) - How Cole thinks about aligning brand moments with cultural ones ‍*(09:17) - How to design brand experiences without burning out your audience‍*(12:54) - How TCL stays fresh in a fast moving category‍*(21:54) - What Cole learned from campaigns early in his career‍*(28:28) - Quick hits: insight and inspiration-------------------Links:Connect with Cole 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.

In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships.Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resourcesGet on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revupChapters:00:00 Building Lasting Customer Relationships02:15 Customer Management in CS05:34 Myths in Customer Success10:10 Principles of Strategic Relationships15:44 Consistency Over Intensity19:34 The Human Element in Customer Success22:18 Actionable TakeawaysConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

Great things happen when we plug into community and open ourselves up to the learning process. This is especially true when you begin your own business and apply those things you have learned from your experiences. It opens up entirely new levels.  Today on this 36th episode of Rate of Rise, brought to you by our friends at Mill City Roasters, we are talking with Alex Jacob of Vital Coffee Roasters.  Alex Jacob is the founder of Vital Coffee Roasters, Head Roaster for Ascension Coffee Roasters, and a 2025 Fellow with The Chain Collaborative. He holds two master's degrees in Public Health and Public Administration and is a licensed Q Grader. His passion for coffee began as a hobby and developed into positions as a barista and roasting assistant during graduate school. It was a desire to combine his passions of community impact and coffee that eventually led him to change careers, leaving the world of healthcare. Alex's aspirations had him seeking ways to better understand the coffee supply chain and how to use coffee as a method of impact. This path of continuous learning and community-focused development is what fuels his work today. We learn: Alex' start as a hobbyist during graduate school How his background in biochemistry influenced his approach to coffee roasting Why building confidence in roasting comes from positive reinforcement and experience Why community interaction is crucial for business success in the coffee industry. Behind Vital Coffee Roasters: a mission to impact the community positively Importance of being open to learning and new ideas. How he adapted his roasting style to meet consumer preferences Why networking and face-to-face interactions are key to building relationships in business The importance of continuous growth and learning are essential for success in entrepreneurship.   Links: https://vitalcoffeeroasters.coffee/   https://www.instagram.com/vitalcoffeeroasters/   Related episodes:  Founder Friday! w/ Rachel Lehman of Crema Coffee Roasters in Nashville, TN 452: Championing the Customer Experience in Coffee w/ 3x SA Barista Champion, Winston Douglas Thomas of Cedar Coffee RoR #25 : Training Up the Next Generation of Roasters w/ Steve Lee of Pocket Knife Consulting + Linea Caffe ROR #24 : Perspectives on Roasting for Espresso w/ Jaroslav Tuček of Doubleshot, Czech Republic     Our Sponsor for Rate of Rise! www.millcityroasters.com

"It's not about the size of the room, it's about the richness of the details." Whether you're making new robot friends, investigating a haunted school, or cooking up some puzzles, the escape rooms at Omescape Sunnyvale are all absolute bangers. Omescape Sunnyvale is a rare gem in the escape room world. Their games are all massive (or feel massive) with gorgeous sets, chock-full of puzzles, and oftentimes with unique mechanics. They're all telling different stories with different styles of gameplay, and this is all contained under one roof at Omescape's Sunnyvale location. Sarah Zhang, one of the co-founders of Omescape Sunnyvale, joins us to chat about their escape rooms. While many of their games are licensed, Sarah explains that they usually end up changing over 80% of the game, building new sets, creating new puzzles, and even writing new narratives. As an escape room enthusiast, Sarah often travels the world playing games, and when an especially interesting mechanic or aesthetic catches her attention, rather than just copying it, she looks to license the game. This is a pretty unique approach, and I appreciated her candor in explaining their business practices. As the conversation progresses, it becomes very clear that Sarah has a deep understanding of what makes games fun for players. She talks about the need for puzzles that involve the whole team as well as designing around a few "aha!" moments. I especially appreciated the segment where she talks about the importance of ending a game on a thrilling, physical sequence. This gets the players' heart rates up, and creates a strong ending memory for the guests. Check out the whole episode for the secret sauce behind Omescape Sunnyvale's success.   Full Show Notes   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

Maintaining Consistent Customer Service Standards Across Every Location  Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses maintain consistent customer service across different industries?  How does staff training influence customer satisfaction?  How does community involvement enhance customer loyalty?  Can one employee's actions shape the reputation of an entire franchise network?  How does embracing technological change improve customer experience?  Top Takeaways:    Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry.   Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It's this consistency that builds trust and a strong reputation over time.  Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive.  Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the "CEO of the Moment" because a single moment can make or break the brand's reputation.   Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes "the most popular person in town," people will go out of their way to support it.  Training isn't something you did. It's something you do continuously and consistently. It isn't just about teaching people how to do their jobs. It's about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business.  Examine every touchpoint in a customer's journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers.  Plus, Shep and Ray talk about Will Guidara's concept of "unreasonable hospitality" that can be applied to all businesses, in every industry. Tune in!  Quote:   "Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization's reputation."  About:    Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide.      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

How does a 150-year-old company continue to lead in customer experience? At Prudential Financial, it starts with culture. With 11 consecutive years of CX recognition, Prudential has built a foundation of accountability, innovation, and trust—while actively scaling AI and automation across the enterprise. On this week's episode of The Modern Customer Podcast, Abhii Parakh, Head of Customer Experience, shares how Prudential:✔️ Empowers 100+ internal CX champions ✔️ Operationalizes voice-of-the-customer company-wide ✔️ Pilots agentic AI to streamline service at scale ✔️ Maintains trust in a highly regulated industry

In this episode of Gartner ThinkCast, we explore what customer experience looks like in 2025 — a world where your most valuable customers might not even be human. Gartner Distinguished VP Analyst Don Scheibenreif joins host Alexis Wierenga to unpack how CEO perceptions, AI agents and machine customers are reshaping CX strategy. Drawing from Gartner's latest CEO research, Don shares critical insights on the shift in customer expectations, the rapid emergence of autonomous buyers and the emotional impact of AI adoption. Whether you're designing for humans, machines or both, this episode offers a roadmap for getting customer experience right in an AI-first future. Tune in to discover: • Why CEOs may not know their customers as well as they think • What machine customers are and why they matter now • The key blind spots in AI-driven CX strategies • How to balance automation and humanity to create trust Dig Deeper Attend the Conference: Gartner IT Symposium/Xpo™ https://gtnr.it/3UpD6Ei  Register for the Webinar: Explore the Impact of AI on Customer Experience in Your Organization https://gtnr.it/4myNki0  Watch for More Insights: When Machines Become Customers https://gtnr.it/4mwGCsL 

On this episode of the Customers First Podcast, I welcome back Angie Robinson, a valued member of our Customers First family and a leadership development facilitator. Angie shares her rich background and journey from a successful corporate HR career to establishing her coaching business focused on empowering leaders through self-awareness and development. With over 25 years of experience in HR across various industries, Angie emphasizes her passion for people development and the importance of honing in on what brings joy and impactful results within organizations. We dive deep into Angie's insights on the pivotal role of self-awareness in effective leadership. As we explore the framework she introduced in previous episodes, we focus on her three keys to leadership magic: Character, Confidence, and Connection. Angie articulates how self-awareness serves as the foundation for these principles, allowing leaders to understand their strengths, weaknesses, and intrinsic impacts on their teams. The conversation shifts to the specifics of each key. First, Angie discusses Character as the core of self-awareness, underscoring the importance of understanding one's values, beliefs, and behaviours. She reflects on how this self-reflection can unveil blind spots and lead to intentional decisions that enhance leadership effectiveness. As we delve into Confidence, Angie challenges the misconception that seeking support for self-doubt equates to weakness. Instead, she advocates for a grounded trust in oneself despite uncertainties. She highlights the inner dialogues that can hinder our confidence, encouraging listeners to recognize and confront these limiting beliefs. Finally, we wrap up with Connection, which Angie emphasizes as a fundamental human need and a critical component of authentic leadership. She explains how meaningful relationships with ourselves and others foster trust and psychological safety in the workplace. By connecting deeply with both ourselves and our teams, we create an environment that promotes collaboration and shared growth. Angie concludes with a strong reminder of the importance of integrating these three keys into everyday leadership practice, suggesting that they're interconnected and reinforce one another. This episode not only expands on how to cultivate impactful leadership but also challenges listeners to reflect on their practices and commit to personal and professional growth. Tune in to gain actionable insights and hear Angie's unique perspective on creating a culture where leadership development thrives.   Angie's Contact Information: LinkedIn: @angiekrobinson Instagram: @angierobinsoncoaching Website: angie-robinson.com   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

This episode is brought to you by BIgCommerceThe retail industry has already packed a decade's worth of disruption into just the first few months of 2025. From bankruptcies and tariffs to shifting consumer behaviors and market volatility, staying ahead of the curve is more challenging — and more critical — than ever.So in this episode of Retail Remix, your new host Nicole Silberstein sits down with Melissa Minkow, Retail Strategist at CI&T, to help retailers make sense of it all. Together, they unpack:The biggest headlines and shake-ups shaping the retail landscape in 2025 so far;How brands are adapting to continued economic uncertainty and evolving consumer habits;Which emerging opportunities retailers should be prioritizing right now; andThe importance of taking a strategic pause to reassess the path forward.RELATED LINKSLearn more about CI&TExplore the latest retail 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

In this episode, we get into a few different areas we've been working through recently, from campaign performance to org structure to how we're using AI in our day-to-day. We dig into how recent promotions performed across our DTC brands, including Mother's Day and Memorial Day campaigns, and share what we've seen work (and not work) when it comes to bundling, gift-with-purchase offers, and mystery boxes.We also talk through how ecommerce teams are structured inside the brands we work with, including where things can break down between marketing, web, and product.Finally, we get into how AI is being used practically in our workflows, from tools like ChatGPT and ElevenLabs to how we're using HeyGen for localization - what's been useful, what still requires human oversight, and where we're seeing opportunity.If you have a question for the MOperators Hotline, click the link to be in with a chance of it being discussed on the show: https://forms.gle/1W7nKoNK5Zakm1Xv600:00 Introduction03:13 Leveraging AI in Marketing06:06 Campaign Strategies and Branding08:56 Sales Performance Insights11:45 Innovative Promotions and Offers15:00 Structuring E-Commerce Teams17:52 Future Planning and Product Roadmaps40:39 E-commerce Operations and Team Structure44:16 Maximizing Post-Purchase Profitability46:18 AI Integration in E-commerce Workflows54:01 AI's Impact on Customer Experience and Operations01:00:00 Leveraging AI for Marketing and Data Analysis01:15:24 Testing and Insights in E-commerce StrategiesOperators Exclusive Slack: https://join.slack.com/t/9operators/shared_invite/zt-2tdfu426r-TepSHJP~evAyDfR29U2qUw Powered by:Motion.⁠⁠⁠https://motionapp.com/pricing?utm_source=marketing-operators-podcast&utm_medium=paidsponsor&utm_campaign=march-2024-ad-reads⁠⁠⁠https://motionapp.com/creative-trendsPrescient AI.⁠⁠⁠https://www.prescientai.com/operatorsRichpanel.⁠⁠⁠https://www.richpanel.com/?utm_source=MO&utm_medium=podcast&utm_campaign=ytdescAftersell.https://www.aftersell.com/operatorsHaus.http://Haus.io/operatorsSubscribe to the 9 Operators Podcast here:https://www.youtube.com/@Operators9Subscribe to the Finance Operators Podcast here: https://www.youtube.com/@FinanceOperatorsFOPSSign up to the 9 Operators newsletter here: https://9operators.com/

In this episode of "Cocoon Conversations" on the Career Flipper podcast, I, Jenny Dempsey, take you along on my career journey.  This year, I've committed to opening up about my own career flip, just as I encourage my guests to do. So here we are, in May 2025, and I can hardly believe it's been four months since I started my current day job. It feels surreal to say that, especially considering I was laid off for two years before this.During this time, I've been balancing my full-time job with furniture restoration on the side, dedicating Sundays to it, and squeezing in podcasting and all the related tasks whenever I can. If that sounds overwhelming, it is! Life can be a juggling act, and I know I'm not alone in feeling this way. Scheduling time with friends often feels like a game of Tetris, as we all navigate our busy lives.I've always been the type of person who thrives on variety. I'm the one multitasking—doing laundry while putting away dishes, preparing to record a podcast, creating social media content for my furniture flipping page, and making sure my dog, Dwight, gets outside for a potty break. My brain has always thrived on this mix of activities, and I've been like this for as long as I can remember.Looking back, I've come to realize something significant. For a long time, I believed that work—capital W work—was my identity. I thought it was the only thing I was good at. I didn't believe in taking vacations; if I did, I'd bring my laptop along and continue working. I even had a panic attack in front of a customer service team I was managing because I was so consumed by my job. I poured everything into my work, only to learn the hard way that companies would replace me in an instant. When I was laid off and struggled to find a new job for two years, I was left questioning my identity. Who was I if I wasn't working?I dive into this and more in the episode! Thanks for listening to The Career Flipper!If you enjoyed this episode, let's spread the word! Share it with a friend, subscribe, and leave a review—it helps other career flippers find the show.Let's Stay Connected:Join the community: thecareerflipper.comTikTok: @thecareerflipperInstagram: @thecareerflipperpodGot a career flip story? I'd love to hear it—and maybe even have you on the podcast! Whether you've completed your flip, are just starting, or are in the thick of it, submit your story here: https://www.thecareerflipper.com Want to support the show?Looking for a speaker? I'd love to talk about career changes at your next event.Collaborate through sponsorships or affiliates! Let's work together.Email me: hello@thecareerflipper.comCheck Out My Customer Service CoursesBefore my career flip, I led customer experience teams and created online courses that have helped over 12,000 students worldwide. Whether you're switching to customer service or sharpening your skills to run your own business, these courses are packed with practical tips. Learn more at thecareerflipper.com/courses.Other Ways to Get Involved:Buy me a coffee!Explore my furniture flipsMusic CreditsSeason 1: Intro and outro music by audionautix.com. Season 2: Intro and outro original music by Jenny Dempsey, recorded in a home studio.What's the best that could happen?

Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

Welcome to the Social-Engineer Podcast: The 4th Monday Series with Chris Hadnagy and Mike Holfeld. Chris and Mike will be covering cutting edge global news to help people remain safe, secure and knowledgeable in a world where it is hard to know what is real and what is fake news.   Today Chris and Mike are joined by Seth Daniels. Seth is the Director of Customer Experience and a founding employee of Rapsodo Inc., an industry leader in sports technology. Seth helped launch Rapsodo in the United States in 2015, particularly on the Diamond Sports side focusing on baseball and softball. He's worked with all 30 MLB clubs, more than 90% of all D1 college programs and thousands of other amateur teams and organizations. [May 26, 2025]   00:00 - Intro 00:49 - Mike Holfeld Intro 01:03 - Today's Guest: Seth Daniels 02:01 - 24 Hours to Singapore 05:33 - Immediate Instant Reactions! 07:23 - Setting a Baseline 08:43 - Data: A Piece of the Puzzle 11:21 - Ohtani 13:06 - Age Appropriate 15:22 - Women's Sports 17:16 - Spin Doctors 19:56 - For the Hitters 22:29 - Finding the Sweet Spot 24:31 - Future Evolution 25:50 - Find Seth Daniels Online -          rapsodo.com 26:14 - Don't Forget Golf 27:13 - Wrap Up 27:31 - Next Month: Congressman Darron Soto 27:58 - Outro -          www.social-engineer.com -          www.innocentlivesfoundation.org   Find us online: -          Chris Hadnagy -          LinkedIn: linkedin.com/in/christopherhadnagy

Transforming How We Work: Rethinking Operating Models with Jen from Talk Point Advisory Group In this thought-provoking conversation, I sat down with Jen from Talk Point Advisory Group, a boutique consulting firm that helps organizations reimagine and revitalize how they operate. We dove deep into the often-overlooked world of operating models — the blueprint behind how work gets done — and why companies need to stop letting these frameworks evolve by default. Rethinking How Work Gets Done Jen and I explored how an organization's operating model influences everything from decision-making to resource allocation. She shared powerful insights about making these models more intentional, especially when “invisible rules” — embodied by figures like the mythical “Beth” who holds power without a title — shape how teams function. I emphasized that when organizations fail to design and adapt their operating models, they often become the next cautionary tale — a statistic in the high failure rate of businesses unable to pivot in a changing market. Legacy Systems vs. the Digital Future Too often, companies bring in top talent with high hopes but then box them into outdated systems. Jen and I discussed how legacy organizations must shift from rigid, project-based structures to nimble, product-focused approaches. This isn't just about upgrading systems — it's about transforming culture, developing new skill sets, and staying laser-focused on customer experience. Because in this fast-moving digital age, survival depends on relevance. Breaking Down Silos: A Lesson from 3M We've all seen the damage siloed thinking can do. I shared how industrial-age approaches, like those once used by GM, keep innovation locked behind walls. Jen illustrated how companies like 3M broke free — giving employees space to experiment, leading to inventions like the Post-it Note. This isn't just a story about sticky paper; it's a testament to the power of cross-functional freedom and creative autonomy. Collaboration That Fuels Innovation Jen highlighted the power of horizontal collaboration in successful product teams. Drawing inspiration from NASA's Apollo 13 mission and our everyday digital tools, she emphasized how solutions to complex problems emerge when different disciplines truly work together — not in silos, but side-by-side. The Overlooked Power of Marketing In one of my favorite moments, I admitted I wish I had focused more on marketing in college — it's that essential. Jen and I talked about why marketing isn't just a department, it's a growth engine. When accounting and marketing speak the same language, businesses gain the insight to fuel smart investments and sustainable expansion — especially during challenging times like inflation or global uncertainty. Culture Drives Everything Culture isn't just a buzzword — it's the soul of your organization. I reflected on transforming a healthcare organization by simply listening and responding to what our people needed. Jen and I agreed: when organizations clarify decision-making and empower their teams, magic happens. Engagement rises, turnover drops, and performance soars. Fixing the Customer Experience (for Real) Improving customer experience isn't a quick fix — it requires rooting out the hidden obstacles: tech inefficiencies, outdated processes, and — you guessed it — silos. Jen walked us through how her team helps organizations simplify, streamline, and finally push past the 75% “stuck” point where so many give up. We wrapped up by underscoring the need for persistent effort and aligned support, and I encouraged our listeners to connect with Jen and the team at Talk Point Advisory Group for guidance. Ready to Rethink Your Operating Model? If you're ready to stop leaving your organization's performance to chance, this episode is a must-listen. Connect with Jen and the Talk Point team to start the conversation and unlock the full potential of your organization. Website:  https://www.tuckpoint.com/ LinkedIn:  https://www.linkedin.com/in/jgswanson/  

Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom In today's episode, we're thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon, and Brinks, Frederic brings a practical, global perspective to the evolving world of CX. What we cover in this episode: Why great customer experiences are effortless by design How AI can automate repetitive tasks, freeing your team for high-value conversations The critical need to balance AI automation with authentic human connection Why AI integration leads to more WOW moments and stronger customer loyalty How Ignoring AI today is like ignoring computers in the 1980s How AI enables 24/7 service without burnout Why solving problems quickly and easily is the foundation of trust and advocacy Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

Summary IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in customer relationships. Takeaways Personalization in customer interactions is crucial. Utilizing CRM systems can enhance customer relationships. Listening to customers can reveal valuable insights. Sending personalized follow-ups shows genuine care. The 'Ford' method helps in remembering client details. Creating a community around your service fosters loyalty. The evolution of customer service terminology reflects industry growth. Memorable experiences can significantly impact customer loyalty. Secret Service techniques can differentiate your business. Chapters 00:00Welcome and Introduction to Customer Experience 01:11Building Personal Connections with Clients 05:21Understanding Client Goals and Interests 09:41The Importance of Data Entry and CRM Systems 14:14Creating a Community Through Customer Relationships 21:49The Evolution of Secret Service to Customer Service Revolution Links 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/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ 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/ 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.

Send us a textEver wondered why some brands effortlessly win customer loyalty while others struggle to make an impact? It's not just about selling products—it's about proving you genuinely care. we uncover powerful marketing insights that transform ordinary transactions into meaningful connections.

“Brand is the promise, the experience is the reality.” This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential Financial, to unpack exactly how the 150 year old legacy brand created a scalable culture of empathy, innovation, and action. From defining what CX really means to implementing belief-driven rituals and artifacts, Abhii shares a behind-the-scenes look at Prudential's remarkable shift.You'll hear how Prudential turned feedback from a single paper-fatigued customer into a multi-year digital transformation, why they built a champion network of 100+ internal customer advocates, and how they're blending human insight with emerging AI technologies to drive predictive customer experiences. This isn't about generic platitudes — it's about measurable change, internal momentum, and leadership buy-in.If you're leading CX at scale, battling organizational silos, or just wondering how to make customer experience more than a department, this is the episode you've been waiting for. Subscribe for more insider conversations with the most customer-obsessed minds in business. Key Moments:  00:00 Who is Abhii Parakh, CSM at Prudential?04:56 Building a Customer-Centric Culture10:19 Scaling Customer Experience Globally13:58 Three Elements of Culture: Artifacts, Rituals & Beliefs28:05 Impact of Predictive Analytics & Debunking NPS35:22 Adopting AI at Prudential: Challenges, Success & Predictions45:23 The Difference Between Generative AI & Agentic AI 50:27 Future of AI and Ethical Considerations –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

In this episode of the Remarkable Retail podcast, hosts Michael LeBlanc and Steve Dennis begin with a news segment covering recent market developments, notably the "tariff turmoil" between the US and China. They discuss how the US has partially de-escalated its stance, with tariffs dropping from a proposed 145% to 30%, creating a 90-day window for retailers to import products. However, they emphasize that smaller retailers remain disproportionately affected due to limited resources compared to giants like Home Depot.The hosts also cover recent retail earnings reports, including Walmart's strong comp store sales growth despite withdrawing Q2 guidance, and their strategic pricing approach to tariff impacts. Other earnings news included On Running's impressive 40% sales growth, while American Eagle, JC Penney, and Burberry reported significant losses. Additional news touched on refinancing challenges at Kohl's, potential bankruptcy concerns at Saks, and Dick's Sporting Goods' surprising acquisition of Foot Locker.The featured interview with Stephen Yalof, CEO and President of Tanger, explores his extensive career spanning retail real estate, including roles at New Plan Realty Trust, Gap, Ralph Lauren, and Simon before joining Tanger in 2020 – humorously noting he arrived when "every one of their 3,000 stores was closed" due to COVID.Yalof provides a fascinating historical perspective on outlet centers, explaining how they evolved from manufacturers' sales of returned items and factory seconds to a strategic retail channel. He details how the Tanger family themselves were shirt manufacturers who realized they were "selling more stuff out the back door than out the front door" before creating the first outlet center in Burlington, North Carolina.The conversation explores how vertical retailers like Gap transformed the model, creating consolidation stores for excess inventory before establishing dedicated outlet locations. This evolution progressed from pure excess inventory management to serving aspirational customers who understand brands but can't afford full price – what Yalof describes as bringing customers "into your ecosystem."In response to competition from online and fast-fashion retailers, Yalof explains Tanger's strategy shift from purely "power shopping" to full-service experiences with improved food, entertainment, and amenities. He compares this to how stadiums have evolved despite at-home viewing advances, stating, "We're the general merchandise managers of our shopping centers... it's about picking the right uses, right experiences, the right amenities."The interview concludes with insights into Tanger's digital engagement strategies, including how they leverage customer data to create targeted marketing campaigns and provide stackable discounts through retailer partnerships, guided by their vision of "using customer insight to inform the future of shopping." Here is a 10% off code for the CommerceNext Growth Show exclusive to Remarkable Retail listeners: REMARKABLE. About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

" It's a quirky and complex puzzle."  In the sleepy town of Ravenswood Bluff, on the stroke of midnight during a hellish thunderstorm, you hear a scream. You all rushed to the town square to find that your beloved storyteller has been murdered! This is the work of a nefarious demon... a demon that kills by night and takes on human form by day. Blood on the Clocktower is a game of lies and truth, team building and betrayal, and a game of secret identities. It is also, in our opinion, the best social deduction game in the world. Steven Medway, the creator of Blood on the Clocktower, joins us to talk about fine-tuning the balance of the game, the role of dead players, how the game experience changes depending on which country you're playing in, and so much more. What sets Blood on the Clocktower apart from other social deduction games is how well-balanced it feels as a player. Much of the information given and gathered by the "good team" works like a sort of logic puzzle, as the players piece together the truth in a variety of ways. However, the "evil team" is given many opportunities to spread misinformation, which really levels the playing field. There are also affordances made for "dead players" as well as people joining the game late or leaving early. Steven shares insights about his design process when creating characters and mechanics for Blood on the Clocktower. He also answers questions from our listeners. I was particularly fascinated by the segment where he talks about how the gaming experience varies by country. Whether you're a game designer interested in balancing strategy games or just a fan of Blood on the Clocktower, I highly recommend checking out this interview.   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, Kim Auernheimer shares insights from managing two shop locations in Brentwood and Monteagle, Tennessee, each with vastly different demographics and market dynamics. She dives into the unique challenges and strategies required to adapt to both environments, highlighting the importance of tailored marketing, community involvement, and a steadfast commitment to customer service and employee well-being. Kim's story illustrates how strong leadership and adaptability can build a solid reputation across diverse markets. Kim Auernheimer, CS Automotive, 2 locations, TN. Listen to Kim's Episodes HERE. Show Notes Watch Full Video Episode Vision Hi-Tech Training & Expo: https://visionkc.com/ Introduction to the Episode (00:00:00) Personal Interaction with Marcus Lemonis (00:03:14) Challenges in the Automotive Industry (00:05:10) Analogy of Automotive and Medical Fields (00:06:27) Three P's of Business (00:08:31) Market Differences: Tale of Two Cities (00:09:40) Demographics and Market Understanding (00:11:02) Adapting Strategies for Different Markets (00:15:35) Customer Service Approach in Monteagle (00:16:34) Community Engagement Strategies (00:20:06) Challenges of Remote Management (00:21:00) Marketing and Community Presence (00:22:00) Geofencing Marketing Tactics (00:22:39) Billboard Advertising Insights (00:24:04) Reputation Management Challenges (00:28:06) Building Customer Trust (00:29:56) Employee and Customer Care Philosophy (00:32:47) Business Name Evolution (00:33:28) Customer Experience and Joy (00:36:07) Upgrading Facilities for Service (00:36:29) Importance of Cleanliness (00:38:03) Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network 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:

Send us a textIn this episode of Navigating the Customer Experience, we sit down with Fran Brzyski, CEO and Co-Founder of Hark, the leader in video and audio-driven customer feedback. With over a decade of experience in CX and Voice of Customer roles spanning startups to Fortune 50s, Fran brings a wealth of insight into transforming how brands listen and respond to customers in the modern age.Fran's journey to entrepreneurship wasn't linear. He began in finance at a major bank but quickly realized the corporate world wasn't for him. Driven by a desire to innovate and execute quickly, he pivoted into the startup world, embracing the highs and lows along the way. After working across sectors including biotech, risk and compliance, and e-commerce, he found his calling in software — drawn by the rapid feedback loops and opportunity for fast-paced innovation. Inspired by his supportive wife and parents, Fran took a leap of faith, second-mortgaged his home, and founded Hark.So, what is Hark? Fran explains that Hark was born from a realization that customer communication was evolving rapidly. While people freely share stories on social media, brand interactions remained stuck in outdated forms and text-based surveys. Hark changes that by enabling customers to share feedback via audio, video, screen share, and text — creating a multimodal, emotionally rich experience that makes people feel truly heard.Hark not only captures more meaningful customer stories, but also analyzes them to extract trends and insights across departments. The platform facilitates faster feedback loops and deeper cross-functional collaboration — turning traditional customer feedback into an engaging, action-driven experience that transforms how teams operate.Fran shares powerful use cases where Hark has driven real change. In one example, a beauty brand identified a pump issue that was initially thought to be a product defect. Through Hark's insights, they discovered it was actually a fulfillment problem — saving time, money, and improving the customer experience. Another eyewear company revamped its NPS strategy, using Hark to elevate promoters into champions, fostering brand loyalty in ways they'd never seen before.When asked about tools he can't live without, Fran points to ChatGPT, noting its versatility in helping him brainstorm, optimize operations, and make strategic decisions — effectively serving as his go-to AI business partner.Books that have influenced him? "The Four Agreements" by Don Miguel Ruiz stands out for helping him tune into what truly drives personal happiness and freedom, a mindset he carries into both life and leadership.What's Fran excited about right now? Both professionally and personally, a lot. He's energized by the accelerating pace of AI innovation, especially how it's reshaping product development and testing. Personally, raising three young kids under six keeps him grounded and present, giving him fresh perspective every day.On staying motivated, Fran emphasizes self-awareness, structure, and support. He prioritizes sleep, exercise, and quality time with his family. He also works with a coach and practices meditation to stay mentally clear and present — knowing that founder life is a marathon, not a sprint.His favorite quote? One from his mom: “This isn't a dress rehearsal, this life.” It's a reminder to be bold, stay grounded, and live intentionally — a philosophy he carries with him into every business decision.Connect with Fran:Fran Brzyski on LinkedInHark on LinkedInTune in to learn how Fran is disrupting customer feedback

How do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy. She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proactive experiences that build trust, even in a space customers rarely think about. Key topics in this episode:  ✅ Making customer experience visible in a behind-the-scenes industry  ✅ A hub-and-spoke model for company-wide CX ownership  ✅ Using AI to support agents and solve complex issues   ✅ Leading cultural transformation post-acquisition 

On this episode of the Customers First podcast, I have the pleasure of speaking with David Sauers, co-founder and CEO of Royal Restrooms, a company redefining the portable restroom industry. We delve into David's journey, exploring the pivotal moments that led him to transform what was once considered a functional necessity into an experience that enhances any event. With a focus on creating luxurious, climate-controlled restroom trailers adorned with stylish interiors, David's vision was shaped by a personal moment involving his children that highlighted the pressing need for an elevated restroom experience at events.   David candidly recounts the frustrations with traditional port-a-potties and how those experiences catalyzed innovation. Competitive advantages, such as climate control and aesthetics, swiftly turned Royal Restrooms' offerings from a niche product to an expectation at high-end events and weddings. He demonstrates a profound understanding of the importance of customer experience, emphasizing that the quality of restroom facilities can significantly affect guests' overall enjoyment and willingness to stay longer at events. David points out that their trailers have exceeded customer expectations, leading to lasting loyalty among their clientele.   Throughout the conversation, we explore the challenges of innovating within an industry that has long been dominated by outdated perceptions. David reflects on the monumental effort required to change mindsets and illuminate the potential for an improved event experience through superior restroom facilities. His insights remind us that every detail contributes to an event's ambiance, proving that even something as commonplace as a restroom can be a conversation starter.   We also touch on David's leadership philosophy and entrepreneurial vision, where he advocates for a willingness to embrace change and disruption as integral to business success. He articulates the importance of persistence and belief in one's vision, emphasizing that even no's from investors can lead to transformative pathways if one remains committed. His advice to fellow innovators—keep pushing forward, keep iterating, and always stay connected to your vision—resonates powerfully.   Tune in to discover how Royal Restrooms sets a new standard in customer experience within the event industry, and glean invaluable insights that can help elevate your organization.   David's Contact Information: Website: https://www.royalrestrooms.com LinkedIn: @DavidSauers Instagram: @davidsauersjr   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!

Uncertainty is the new normal for the chemical industry, but leaders still need to make smart decisions that drive business forward. Victoria Meyer tackles the critical actions leaders should be taking at the midyear point of 2025, offering strategic advice for operating in volatile markets, maintaining resilient supply chains, and effectively communicating through change. With insights from industry leaders, she highlights the importance of scenario planning, mindful diversification, and strategic cash management while emphasizing the value of strong relationships across the business ecosystem. Victoria also spotlights the upcoming The Chemical Summit in Houston, which centers on leadership through industry transformation, and explores the internal and external moves executives are using to keep their teams focused and adaptive.  Learn more about these topics this week: Midyear Reset: Now is the time to pause, reassess, and recalibrate your business strategies for the rest of 2025 Leading Through Uncertainty: Unpack the specific challenges chemical companies are facing this year Smart leadership moves and the five key actions that drive confident decision-making and resilient operations The power of strategic relationships: why reinforcing existing partnerships and building new ones across the supply chain is more important than ever before Seizing opportunity in change: Learn how industry leaders are preparing for the unexpected Killer Quote: “In times of uncertainty, relationships matter. Businesses and people, and it's people that are inside the businesses, need higher levels of trust and confidence in their partners when we're in these periods of uncertainty.” -Victoria Meyer 00:00 "Chemical Summit: Leadership Through Change" 05:35 "Six Leadership Tactics for Uncertain Times" 07:53 Enhancing Internal and External Communication 12:04 Clarifying Goals and Strengthening Relationships 16:40 Refocusing on Diversified Supply Chains 17:52 Strategic Diversification in Markets 21:57 Strategic Investment and Relationship Management 25:07 Midyear Reset for Leaders  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 

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What do you get when you mix a legendary sandwich shop, a Hollywood icon, and an $8 billion handshake? One hell of a Hospitality Hangout episode. Mike Manzo, COO of Jersey Mike's, joins the show to dish on how the brand became a cult favorite—with over 3,000 locations, a relentless focus on unit-level profitability, and yep, Danny DeVito as their secret weapon. From tamper-proof pickles to military-grade consistency, Mike breaks down what it really takes to scale without selling out. Plus, insider stories about the Blackstone deal, international expansion, and why Mike might owe someone a sandwich (or 5,000). It's meaty, it's motivating, and it's got more than a few laughs. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney's customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

This week we throw it back to one of our favorite conversations we had in 2021 with Jesse Cole, Founder of the Savannah Bananas baseball team. REGISTER FOR THE ELEVATE BANKING FORUM HERE The views, information, or opinions expressed during this show are solely those of the participants involved and do not necessarily represent those of SouthState Bank and its employees SouthState Bank, N.A. - Member FDIC

Rob Durant redefines the sales profession by emphasizing a customer-first mindset rooted in service, trust, and relationship-building. Drawing from his background in education and years in sales leadership, Rob advocates for treating sales as an extension of customer service, not a separate function. He believes the best salespeople are teachers and problem-solvers who help customers make informed decisions rather than push products. For him, effective sales stem from empathy, authenticity, and preparation. He also highlights the need for the profession to evolve by rejecting outdated tactics like mass emailing and cold calling and instead embracing meaningful conversations and value-driven engagement. Through his work with the Institute of Sales Professionals (ISP), Rob is helping modernize and elevate the sales industry by focusing on three pillars: content, certification, and community. He sees certification not as a requirement, but as a signal of professionalism and commitment to ethical sales standards. If you're passionate about developing your sales skills or advancing your career, the Institute of Sales Professionals offers a free associate-level membership with access to training programs, webinars, and podcasts. Even better, students enrolled in formal Sales majors, minors, or certificate programs can currently receive full membership at no charge. Explore the resources and join a growing global community of sales professionals at their website. We're happy you're here! Like the pod?Visit our website!For the accessible version of the podcast, go to our Ziotag gallery.

Ridiculously Easy Customer Experience Secrets with David AvrinA Must-Listen for CEOs, Entrepreneurs, and Leadership ProfessionalsIf you're a CEO, founder, executive leader, or HR professional looking to enhance leadership capabilities, build executive presence, and deliver customer experience that drives retention and revenue, this episode is for you.In this powerful episode of Stay on Course, Julie Riga sits down with David Avrin, one of the world's most in-demand customer experience and business speakers, to discuss how to future-proof your leadership, transform your business strategy, and boost performance through ridiculously easy client interactions.David unpacks why most companies don't lose customers to competitors—but to friction. Whether you're focused on career growth strategies, executive confidence, or building a success mindset, David shares actionable insights that will elevate your approach to leadership and client service.This episode is packed with leadership tips for CEOs, customer-centric strategies for high achievers, and networking mastery insights for today's decision-makers. It's a masterclass for those committed to high-performance coaching and agile leadership in the digital age.Key Ingredients in David's Expertise:SPEED WINS:Harvard study: Businesses responding within 5 minutes convert 100x better.“Money loves speed.” Even the best service fails if it's slow.CONVENIENCE IS KING:QR menus and self-checkout may seem modern—but they can alienate key demographics.Be easy to do business with, across all ages and preferences.OMNICHANNEL OR DIE:Gen Z wants TikTok DMs. Boomers want phone calls. Serve both or lose both.“Contact forms are the voicemail of the internet” ditch them.BRUTAL TRUTHS FOR LEADERS:Quality isn't your edge, it's expected. Differentiation lies in frictionless service.Compete with Amazon and Uber? You already are, in customer expectations.AI & THE HUMAN TOUCH:AI should support the human experience, not replace it.Streamline, but don't dehumanize.

Unser heutiger Gast hat an der accadis Hochschule Bad Homburg BWL studiert und dort ihren Bachelor abgeschlossen. Anschließend begann sie ihre Karriere in namhaften Unternehmen der Finanz- und Handelsbranche, darunter Stationen bei der Deutschen Bank, Allianz und OTTO. Sie verantwortete Marken- und Kommunikationsstrategien im In- und Ausland, war Head of Trade Marketing B2C bei Gebr. Heinemann und setzte schließlich mit ihrer eigenen Markenberatung Impulse für erfolgreiche Transformations- und Kommunikationsprozesse. Heute ist sie Geschäftsführerin einer schnell wachsenden Einrichtung für frühkindliche Bildung, bei der sie ihre Leidenschaft für Employer Branding, Kulturentwicklung und Customer Experience gezielt einsetzt. Mit ihren Prinzipien von Freiheit, Anstand und echtem Miteinander zeigt sie, wie „New Work“ bereits in der frühkindlichen Betreuung verankert werden kann – und warum diese Phase die Basis für unsere zukünftige Arbeitswelt ist. Seit acht Jahren beschäftigen wir uns in diesem Podcast mit der Frage, wie Arbeit den Menschen stärkt, statt ihn zu schwächen. In fast 500 Gesprächen haben wir mit wahrscheinlich mehr als 600 Persönlichkeiten darüber gesprochen, was sich für sie geändert hat und was sich weiter ändern muss. Welche Rolle spielt frühe Bildung, wenn es um die Entwicklung einer neuen Arbeits- und Führungskultur geht? Wie lassen sich Konzepte aus dem Branding- und Kommunikationsbereich auf die Gestaltung von Lern- und Arbeitsumgebungen für Kinder übertragen? Und warum ist ein tiefes Verständnis für Menschen – ob groß oder klein – essenziell, um Veränderung und Wachstum in Unternehmen voranzutreiben? Fest steht: Für die Lösung unserer aktuellen Herausforderungen brauchen wir neue Impulse. Deshalb suchen wir weiter nach Methoden, Vorbildern, Erfahrungen, Tools und Ideen, die uns dem Kern von New Work näher bringen. Darüber hinaus beschäftigt uns von Anfang an die Frage, ob wirklich alle Menschen das finden und leben können, was sie im Innersten wirklich, wirklich wollen. Ihr seid bei „On the Way to New Work“ – heute mit Anja Zettel. [Hier](https://linktr.ee/onthewaytonewwork) findet ihr alle Links zum Podcast und unseren aktuellen Werbepartnern

Why is speed a crucial competitive advantage in business? Jay Baer, a seventh-generation entrepreneur, has carved out a niche as a leading figure in the tequila industry, becoming the second most popular tequila influencer and educator globally. With a wealth of experience consulting for over 700 brands like Nike and IBM, Baer leverages his marketing prowess and understanding of customer experience to shine a spotlight on the intricacies of the tequila market. He observes the dynamic landscape of the tequila industry characterized by intense competition among 2,000 brands, emphasizing the need for differentiation and effective marketing strategies in a market with only 500 true competitors. Baer highlights the unique production elements of tequila, such as its geographical limitations in Mexico and the critical role that factors like agave growth play in product quality, making it a fascinating realm for business innovation and strategic differentiation. Key Takeaways Speed is a significant competitive advantage in business and customer experience by allowing companies to deliver value more efficiently. Eliminating internal handoffs and processes that slow down operations can give a competitive edge. AI is impacting customer expectations, and businesses need to adapt to meet changing demands. Businesses need to focus on strategic growth and innovation to stay ahead of competitors and meet customer needs. Value-added time in business operations must be maximized by minimizing non-value-added activities for increased efficiency and profitability. Tequila industry faces challenges in marketing and differentiation due to the competitive nature of the market with numerous key players and brands.   More from Jay Baer Jay Baer is a business growth expert, bestselling author, and globally recognized keynote speaker with a career that spans politics, digital strategy, and brand advisory. He began as a direct mail specialist for a U.S. Senator, later serving as a government spokesperson and marketing professional before diving into the early days of the Internet—back when domain names were still free. Capitalizing on that digital frontier, Jay founded and sold multiple marketing and customer experience companies, including the acclaimed advisory firm Convince & Convert. His first book tour in the early 2000s launched a highly successful career as a speaker and event host, known for delivering deeply customized presentations packed with actionable insights. Clients and audiences value his practical frameworks and constantly evolving content designed to drive real business results. In addition to authoring several influential books, Jay founded the widely read Convince & Convert blog and co-created the award-winning Social Pros podcast, which he co-hosted for over 500 episodes. His latest venture, The Spirit Guides podcast, dives into the origin stories of the world's leading spirits influencers. A passionate tequila aficionado, Jay has turned his interest into a fast-growing education and review platform in the spirits world. He remains an active investor and advisor to dozens of small businesses while continuing to counsel major brands. Based in Bloomington, Indiana, Jay lives with his wife and travels worldwide to share his expertise from a launchpad in nearby Indianapolis.   Website: https://www.jaybaer.com/ LinkedIn: https://www.linkedin.com/in/jaybaer/   If you are an experienced CEO looking to grow your company, visit https://www.TheCEOProject.com   You can also reach Jim by email: Jim@TheCEOProject.com   LinkedIn: @theceoproject Instagram: @the_ceoproject Twitter/X: @the_CEO_Project Facebook:  @IncCEOproject

AI is no longer a “nice-to-have”—it's a game-changer for dealerships that want to win in today's competitive market. In this episode of Dealer Talk with Jen Suzuki, I sit down with Lance Schafer, General Manager of Product and Technology at LotLinx, who's been leading the charge in applying machine learning to the core areas where dealers often struggle most: inventory management, pricing, and customer experience. Lance breaks down how traditional dealership strategies—like pricing based on gut feeling or managing inventory with old sales data—are being replaced with data-driven, real-time AI systems that help stores become more profitable and efficient. We talk about: How AI shifts inventory strategy from reactive to predictive How dynamic pricing boosts both speed and profitability Using machine learning to match inventory with what customers actually want The biggest hurdles in AI adoption and how to overcome them What trends are coming next, and how to prepare now Whether you're just exploring AI or already testing tools, this episode will give you clarity on where the real impact is—and how to start modernizing before the market forces your hand. Dealer Talk with Jen Suzuki Podcast |

In this episode of The Digital Executive podcast, Ken Gavranovic, a seasoned technology leader and keynote speaker, shares his insights on turning vision into scalable growth, having guided over 18 successful exits and one IPO. With executive experience at top-tier brands like Disney and 7-Eleven, Ken dives into the patterns he looks for when evaluating a company's potential for high-impact growth. Now CEO of Product Genius, he's helping businesses tap into real-time data and AI to improve customer service and operational efficiency.Ken discusses how Product Genius enables customer-facing businesses to move beyond static reports, using tools like QR codes and AI-driven feedback loops to gain instant, actionable insights. He also offers practical advice for leaders on implementing AI for measurable ROI—from boosting developer productivity to enhancing sales and customer support operations.

Don't Miss SPF Live at My Gym in NJ on July 18th and 19th!https://events.vincegabriele.com/july2025 In this episode of the Ask Vince Podcast, Vince keeps it real, sharing no-nonsense insights that every fitness business owner needs to hear. He kicks off by spotlighting the upcoming Mastermind Event on July 18th and 19th at Gabriele Fitness—a game-changing experience designed to help you maximize your gym's revenue, keep clients longer, and build a rock-solid community.But this episode isn't just about making money—it's about mindset, accountability, and making your health a priority. Whether you're crushing it or barely keeping your head above water, Vince's honest, straight-talk approach will hit home. Key Topics Discussed:1. Mastermind Event Announcement:Vince breaks down what you can expect at the event, including powerful strategies for increasing your gym's lifetime customer value. If you're serious about your business, this is a can't-miss opportunity. 2. Understanding Lifetime Customer Value (LCV):Vince gets into the nitty-gritty of how to boost your revenue through three main drivers:Stay Longer: Proven ways to keep your clients coming back.Pay More: Smart pricing strategies that don't scare clients away.Refer More: How to turn your happiest clients into your biggest advocates. 3. The Power of Accountability:You don't need more yes-men. You need friends who aren't afraid to call you out when you're slacking. Vince talks about the value of having people in your life who keep you honest—whether it's about your business or your personal health. 4. Health as an Asset or Liability:Vince pulls no punches as he explains why business owners often let their health fall apart and how this can destroy your success. It's a wake-up call for anyone who thinks they can “figure it out later. 5. Value Over Price:Stop fixating on what you charge—start obsessing over the value you deliver. Vince shares how creating memorable experiences and personalized touches can keep clients around for years. Don't Miss SPF Live at My Gym in NJ on July 18th and 19th!https://events.vincegabriele.com/july2025  If you're a gym owner seeking answers on how you can grow your gym, make more money, and have more freedom to do what you love, visit www.vincegabriele.com or book a call by CLICKING HERE!

ABOUT CLAIRE CODER:BIO: Claire Coder (Forbes 30under30) is a 28-year-old Thiel Fellow and founder and CEO of Aunt Flow. On a mission to make the world better for people with periods, Aunt Flow stocks public bathrooms with freely accessible tampons and pads. Through Claire's leadership, Aunt Flow launched patented tampon & pad dispensers in 60k+ bathrooms and raised $17m+ in venture capital. Coder launched her first company at age 16, designed a bag for Vera Bradley that sold out in 24 hours, and has her own line of GIFs. After getting her period in public without the supplies she needed, at 18 years old, Claire dedicated her life to developing a solution to ensure businesses and schools can sustainably provide quality period products for free in public bathrooms. Since 2016, Aunt Flow has worked with thousands of businesses and schools, including organizations like Google, Princeton University, Netflix, and 30+ professional sports stadiums, to offer freely accessible period product dispensers, filled with organic cotton tampons and pads. Aunt Flow has donated over 7 million organic cotton tampons and pads to menstruators in need since 2021. Claire's ultimate goal in life is for any menstruator to walk into any bathroom and never need to worry if they start their period, because Aunt Flow period products are freely available!Claire's story has been featured in TeenVogue, Forbes, Fortune, and she starred in TLC's Girl Starter Season 1. Claire speaks regularly surrounding her advocacy work, starting a social enterprise and journey as a female founder. For more information, please visit LinkedIn Profile: https://www.linkedin.com/in/clairecoder/ Websites:clairecoder.com (Personal)goauntflow.com (Company)SHOW INTROWelcome to the NXTLVL Experience Design podcast.EPISODE 78 … and my conversation with Claire Coder the Founder and CEO of Aunt Flow. On the podcast our dynamic dialogues based on our acronym DATA - design, architecture, technology, and the arts crosses over disciplines but maintains a common thread of people who are passionate about the world we live in and human's influence on it, the ways we craft the built environment to maximize human experience, increasing our understanding of human behavior and searching for the New Possible.    The NXTLVL Experience Design podcast is presented by VMSD Magazine part of the Smartwork Media family of brands.VMSD brings us, in the brand experience world, the International Retail Design Conference. The IRDC is one of the best retail design conferences that there is bringing together the world of retailers, brands and experience place makers every year for two days of engaging conversations and pushing the discourse forward on what makes retailing relevant. You will find the archive of the NXTLVL Experience Design podcast on VMSD.com.Thanks also goes to Shop Association the only global retail trade association dedicated to elevating the in-store experience. SHOP Association represents companies and affiliates from 25 countries and brings value to their members through research, networking, education, events and awards. Check then out on SHOPAssociation.orgWhen Claire Coder was 18 years old she was at an event and she used a public restroom. While there, she discovered that she had unexpectedly started her period. And… she didn't have a quarter. Why she would have needed a quarter and what happened as a result of not having one is the subject of an exceptional entrepreneurial trajectory that has changed woman's public bathrooms around the country.We'll get to all of that in a moment but first though, a few thoughts…                 *                                  *                                  *What if you had an amazing idea that you knew was a no-brainer, an idea that provided something deeply necessary, but it seemed that everyone had overlooked it.What if you had a moment of insight from a personal experience that chartered out a clear path for providing a product and service that seemed to satisfy the deeply under met needs of more than 50% of the population?And what if when you took this moment of clear mental insight to a group of venture capitalists explaining that this was not just an idea that would not only satisfy a certain customer need but that could be an extraordinarily profitable business operation but when you asked for their involvement, they simply said… “NO”.And what if you heard “NO” 86 times when trying to get people interested in supporting your idea. Would you give up? Would you have already given up after the 1st or 10th or 50th “NO”? And what if you happened to be an 18-year-old young woman with this vision and enthusiasm and the subject of your VC pitches dealt with menstruation and woman's public bathrooms... How far do you think that would have gotten you?I could focus in on this intro by talking about the thing that we don't talk about, at least as a guy I can't imagine me and my guy friends would have ever talked about…as a teen, young man or frankly even today.Which is to say… women and monthly periods. I could focus in on this somewhat taboo subject of a naturally occurring bodily function that we somehow sweep under the social discourse carpet, despite that more than 50% of the population has one every single month. Or I could talk about the strange discomfort that comes up because somehow, we've made this discussion something to be ashamed about or talked only about between mothers and grandmothers and their daughters. The strange irony here is that the other 49.53% of the North American population will end up living with, perhaps marrying and having children with the 50+ percent of the population who has their period every single month and yet, we'd prefer not to talk about it…But, if I did focus on those subjects, which by the way are not unimportant to talk about, it would potential we derail another story about a passion for entrepreneurship and the overwhelming need to address the needs of a population who are wholly unserved.It takes a lot of guts to be an entrepreneur. Being an entrepreneur is not easy. In fact, there are a lot of people who would say you'd simply have a few screws loose to actually want to be an entrepreneur.It's highly risky and you carry an extraordinary amount of responsibility. Everything from fundraising and decision-making, planning operations, accepting both successes and failures.When the entire enterprise is your baby, and relies on you as the key driver of the big idea, it can be incredibly emotionally taxing. The working hours can be extraordinary too. If we think that an average work week is neatly packed into 40 hours, an entrepreneur may end up spending twice or maybe even three times that amount in trying to get their business off the ground...and there's constant pressure to keep on pushing forward. One success does not necessarily guarantee the next and so there's this cycle of continuing to push and to make forward strides create product extensions and to expand the brand footprint that is unrelenting. This is especially true if folks have lent you money to get your big idea off the ground.There's also a great degree of isolation that can emerge on the entrepreneurial path. You, and often you alone, are focused on birthing your brainchild, developing it and bringing it to market. This ‘child rearing', if you will, often happens in times of extraordinary uncertainty and ambiguity. In the current state of the world we live in today, ambiguity is the name of the game. What with the pace of change exponentially increasing, government shifting the rules of the game with tariffs and regulations, funding cuts and banning more that 250 words that according to PEN AMERICA are no longer considered acceptable including:advocacy, abortion, all-inclusive, biologically female, community equity, DEI, female, inclusive, sex, sexuality, vulnerable populations, and woman or women, just to name a few. So if your big idea is squarely focused on women, menstruation and period products, I would imagine it's tricky.So, this means that you have to be built for understanding the pace of change the ability to flex and move and be resilient when things don't happen to go your way. Like for example if you are launching a new product line and a COVID pandemic hits that effectively shuts your business down.You could stop and pack up shop and be done or you could be resilient and change direction asking ‘what do people need right now?, and turn what you thought was going to be a business into a completely different thing that was not at all what you had planned in the 1st place.As an entrepreneur, you also have to wear many hats. You are at the same time the company owner, marketing and sales rep. You're dealing with HR issues, product design and materials sourcing and assortment planning.You're often doing customer service and trying to keep them satisfied while dealing with shipments that go missing or supply chains that get disrupted, because of say tariffs, for example, when your products were coming from out of the country and all of a sudden now they are more expensive than you had anticipated.And you have to be good, I mean really good, at dealing with rejection and failure.Most entrepreneurs face repeated setbacks, investor rejections, failed launches or people who just don't get what you're trying to deliver - or straight out don't like what you're trying to deliver - and reject your product and actively work against you to shut you down.Resilience and a sense of purpose when faced with strong headwinds is an absolutely essential feature of being an entrepreneur.You want to become an entrepreneur? Then you had better show up at the game with a load of mad skills so that you can weather the multiple impending storms.Now… don't get me wrong, it's not all doom and gloom. It's not all uphill struggles like Sisyphus pushing a rock up a hill only to have it roll back down again.Entrepreneurship can be incredibly rewarding. It can bring something that you are passionate about into the world. Maybe it's something that had never existed before. Maybe it satisfies the need that is self-evident but others just haven't seen it yet. But to play in the arena of entrepreneurship you need to be able to recover from failures and keep moving forward regardless of whatever the setbacks were.Because they are inevitable.No one skates happily through entrepreneurship and starting a company without stuff just going off the rails from time to time. And that requires an amazing amount of intrinsic motivation and drive. You've got to be able to get up every morning and go get it. And you've got to be able to get up and do it without anyone behind you saying ‘go team go” pushing you to do it every single day.You might need an accountability buddy. That would be good.  But in the absence of that person or group, you need to be able to be incredibly disciplined and willing to get back in the ring every day.You also have to have a certain level of risk tolerance. In fact, I would say you probably have to have a very high level of risk tolerance. No one in the entrepreneurial world makes it by being a wallflower; by being risk adverse and not wanting to step out into traffic and navigate all of the oncoming traffic.And while dancing your way through the crosswalk in oncoming traffic, you have to be pretty flexible and be willing to pivot in an oftentimes volatile environment. You also have to believe in your vision and have a well-crafted strategy to get you to the top of the mountain.Successful entrepreneurs can generally see a much bigger picture than other people. They see opportunities where others simply see closed doors and that often means when hearing “no” you don't implode like the Wicked Witch of the West when water was thrown on her, but you ask questions. Not just questions about ‘why?' but also ‘why not?'.You have to be conspicuously curious and have a compulsion to keep on asking questions, never being satisfied with the status quo.Your interpersonal skills also have to be incredibly well honed. You have to be good at networking, slapping backs, shaking hands and making people feel like they're the only people in the room who matter to you. You've got to be good at networking and pitching and you have to be an incredibly good leader which suggests that you have to be an effective communicator and be emotionally tapped in. Your EQ, as well as your IQ, has to be highly tuned.You have to carry a certain level of confidence without being arrogant.You have to believe in your ideas while staying open to feedback; weeding out what is good commentary and bad commentary.…what allows you to maintain a connection to your brand story and the products or services you believe need to be brought to market while at the same time always finding a balance between taking in what people say as constructive criticism and dismissing other commentary that doesn't seem to fit or takes you off track and away from your vision.And all of this brings us to the story of Claire Coder who at 18 years old goes into a public bathroom at an event and discovers she started her period.In an effort to have period products that met her in her moment of need, she goes to a dispenser on the wall and discovers that in order to get a tampon or pad she has to have quarter and who really carries quarters around in their pocket anymore?  At that moment Claire is faced with accepting the only option available which is to go to the free roll of toilet paper on the bathroom stall and create a makeshift tampon.At that moment Claire decides that if toilet paper and paper towel are offered at no cost in public bathrooms why should tampons and pads cost $0.25.? and why is it that the box on the wall, that has likely been there for decades and that may likely not work in any case, an acceptable solution?Claire Coder was selected as one of Forbes 30under30 and is the 28-year-old founder and CEO of Aunt Flow. On a mission to make the world better for people with periods, Aunt Flow stocks public bathrooms with freely accessible tampons and pads. Through Claire's leadership, Aunt Flow launched patented tampon & pad dispensers in 60k+ bathrooms, 150 universities, 600 schools, 28 Fortune 500 company's offices and raised $17m+ in venture capital.After getting her period in public without the supplies she needed, at 18 years old, Claire dedicated her life to developing a solution to ensure businesses and schools can sustainably provide quality period products for free in public bathrooms.Since 2016, Aunt Flow has worked with thousands of businesses and schools, including organizations like Google, Princeton University, Netflix, and 30+ professional sports stadiums, to offer freely accessible period product dispensers, filled with organic cotton tampons and pads. Aunt Flow has donated over 7 million organic cotton tampons and pads to menstruators in need since 2021. Claire's ultimate goal in life is for any menstruator to walk into any bathroom and never need to worry if they start their period, because Aunt Flow period products are freely available! Claire Coder was the opening keynote presenter at SHOP Marketplace 2025 and I caught up with her after her presentation to have a chat…ABOUT DAVID KEPRON:LinkedIn Profile: linkedin.com/in/david-kepron-9a1582bWebsites:  https://www.davidkepron.com    (personal website)vmsd.com/taxonomy/term/8645  (Blog)Email: david.kepron@NXTLVLexperiencedesign.comPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University.He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon. David also writes a popular blog called “Brain Food” which is published monthly on vmsd.com.  The next level experience design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

Gaby Bayona, founder of Truvelle, scaled her bridal fashion business from a home-based sewing studio into four successful brands and retail stores—all while keeping production local and sustainable.For more on Truvelle and show notes click here.  Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

What if the invisible care you pour into your creative business is your greatest differentiator? Inspired by a powerful interview with Sir Jony Ive, (legendary designer behind Apple's most iconic products) this episode explores the spiritual dimension of design and why genuine care-beyond aesthetics and functionality can set your work apart in a noisy world. Philippa shares why intention, meaning, and authentic human connection are at the heart of creative business success, and how embracing these principles can transform not just your products, but your entire client experience   Key Moments: [01:37] Introduction to Sir Jony Ive and how his design philosophy relates to creative entrepreneurship [02:19] The myth I want all of us to let go of - that efficiency should always win over care and design in business [03:26] The concept of "principled service" and how it transforms creative businesses [06:20] How people can sense when something has been made with care [10:07] Finding order in chaos - bringing calm to a noisy world through thoughtful design [17:32] The importance of "markers" - details that most people will never consciously notice [21:16] Remembering your "why" and incorporating small acts of care into your business   Notable Quotes: "Care is the invisible ingredient that transforms good work into something truly memorable. When we design with intention and genuine care, our clients feel it-even if they can't always see it." "In a world obsessed with efficiency, it's the thoughtful details and human connection that set creative businesses apart. True design is about so much more than how something looks; it's about how it makes people feel."   Resources Mentioned: Read: This Week's  Full Journal Post Interview: with Sir Jony Ive Handbook: Join The Waitlist  Website: www.philippacraddock.com Email: news@philippacraddock.com    Share Your Insights: Where do you incorporate care into your creative business? I'd love to hear which small acts of thoughtfulness make the biggest difference for your clients. Share your reflections with me on Instagram - I read every message and look forward to continuing this conversation.   Never Miss an Episode: Subscribe to my weekly newsletter for behind-the-scenes insights and be the first to gain access to new offerings, and exclusive resources, along with receiving weekly guidance on building a business that honours both your creativity and your desire for sustainable growth.  

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of customer experience, particularly in the context of the Customer Experience Executive Academy. They explore how businesses can navigate economic uncertainty by focusing on enhancing customer experiences. John shares insights on the concept of 'Secret Service' in customer service, emphasizing the need for personalized interactions and systems that recognize customer loyalty. The conversation also touches on the role of AI in improving customer service and the importance of creating a memorable experience for every customer. In this conversation, John and Denise explore the importance of building personal connections with clients through effective communication and understanding their goals. They discuss the significance of utilizing CRM systems to track client information and the role of team collaboration in enhancing customer experiences. The discussion also highlights the evolution of the Secret Service concept into a broader Customer Service Revolution, emphasizing the need for businesses to create communities and foster relationships with their clients. Takeaways The Customer Experience Executive Academy fosters a strong community among leaders. Doubling down on customer experience is crucial during economic uncertainty. Secret Service is about making customers feel recognized and valued. Visual triggers can enhance customer recognition in service industries. Personalized service is key to creating unforgettable experiences. AI can assist in providing personalized customer interactions. Understanding customer journeys is essential for effective service delivery. Different industries can adapt Secret Service principles to their context. Customer loyalty can be enhanced through effective database management. Building personal connections enhances client relationships. Utilizing AI can help in remembering client details. Understanding client goals is crucial for personalized service. Data entry in CRM systems is essential for effective communication. Creating a community around clients fosters loyalty. Secret Service techniques can differentiate businesses. Employees benefit from making clients feel valued. Regular updates in CRM systems improve service quality. Team collaboration enhances customer experience. The evolution from Secret Service to Customer Service Revolution reflects changing business needs. Chapters 00:00 Welcome and Introduction to Customer Experience 02:59 The Customer Experience Executive Academy 05:50 Navigating Economic Uncertainty in Customer Experience 08:55 Understanding Secret Service in Customer Experience 11:54 Implementing Secret Service Systems 14:56 Adapting Secret Service Across Industries 18:11 Utilizing Databases for Personalized Service 21:04 The Role of AI in Enhancing Customer Experience 29:16 Building Personal Connections with Clients 35:04 Understanding Client Goals and Interests 40:09 The Importance of Data Entry and CRM Systems 45:31 Creating a Community Through Customer Relationships 54:26 The Evolution of Secret Service to Customer Service Revolution   Links 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/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ 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/ 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.

The consumer is no longer navigating the map—they are the map.Welcome to the era of the Blue Dot Consumer: always centered, always scrolling, and always expecting the world to orbit around them. What does that mean for your brand? Everything. From the rise of instant gratification to the evolution of seven—yes, seven—active generations, the customer experience game has changed forever. Today's guest is Ken Hughes, also known as The King of CX—is a consumer behavioralist, futurist, and one of the world's leading authorities on customer experience. He's here to break down how digital evolution, generational shifts, and consumer expectations are reshaping the rules of engagement for brands of all sizes. About Ken HughesKen Hughes is one of the World's Leading CX Strategists and Consumer Behavioralists in Customer Experience, Marketing, Branding, Innovation and AI. Known internationally as The King of Customer Experience.Author of the marketing blog ‘The Blue Dot Consumer', with tens of thousands of readers exploring his content on consumer values, marketing, branding and customer experience every month.His research and work is utilized by global brands, industry associations and universities across all six continents. His client list is a who's who of global brands, from Google, Starbucks, the NFL, and TikTok, to Walmart, Coca-Cola, IKEA and PayPal) to understand the changing nature of the brand connection across the consumer generations, and prepare for the future.He describes himself as a social science Frankenstein – his interests are part sociology, part anthropology, part consumer psychology and part cyber behaviouralism.Previously CEO of an insight agency, a TED speaker, a university lecturer and actor RESOURCES King of CX: https://www.kenhughes.info/ 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 brands Online 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 osms25agilebrand Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check 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

What happens when automation grows and learns to think, reason, and adapt? That is precisely what I explored in today's episode with Bennet Kumar, Executive Vice President and Global Head of Business Process Services at Hexaware Technologies. As the enterprise world braces for rapid AI-driven change, Bennet joined me to unpack how agentic AI quietly transforms customer experience from the ground up. Bennet explains how agentic AI is fundamentally different from earlier forms of automation. We go beyond the buzzwords to explore how these intelligent systems retain business context, plan and execute tasks with autonomy, and collaborate with other agents to deliver meaningful outcomes. This isn't just a new toolset for organizations focused on ROI, customer satisfaction, and operational efficiency. It is a new way of working. One of the most compelling parts of our conversation centered around AI-powered voice translation. Bennet clearly shows what happens when language ceases to be a barrier. Service agents are no longer required to be fluent in dozens of languages. Instead, they can focus on empathy, listening, and resolution while AI handles translation in real time. We also explore how these technologies reduce stress on customer service staff, giving them more meaningful roles and the tools to thrive. Of course, no digital transformation is complete without understanding the people behind it. Bennet shares thoughtful insights on change management, addressing customer trust and employee concerns. We discuss how AI can empower rather than replace, and why organizations must be intentional about communication, leadership development, and cultural shift. From multilingual support to hyper-personalized customer journeys, and AI assistants to back-end process orchestration, agentic AI is no longer a future concept. It is already here. But are enterprises prepared for a world where customers and AI agents interact seamlessly, at scale, daily? What does the rise of intelligent agents mean for your business?

Customer experience strategy isn't just a buzzword — it's the secret to growing a loyal customer base, reducing service costs, and optimizing your business operations. In this episode, we sit down with Ryan Rael, founder of Tight Ship CX and a certified customer experience professional, to unpack what it takes to transform the way businesses engage with their customers.Whether you're a small business owner, SaaS leader, or CX manager, this conversation is packed with practical answers to the biggest questions brands face today. From redefining the difference between customer experience vs. customer service, to pinpointing operational breakdowns that hurt the customer journey, Ryan helps you identify blind spots and move toward proactive, customer-centered strategies.With real-world examples from airlines, retail, and tech companies, Ryan shows how AI in customer experience and smart process improvements can boost customer retention, eliminate inefficiencies, and help you build raving fans — not just satisfied customers.This episode provides insight and wisdom for business leaders asking:Why are my leads not converting?How do I reduce the cost-to-serve?What does it really mean to deliver a great customer experience?How can I use customer feedback to improve our offering?If you're searching for the missing link in your growth or wondering how to turn customers into lifelong advocates, this podcast has the answers.⏰ Timestamps:0:00 - Intro0:34 - Who is Ryan Rael and what is Tight Ship CX?2:15 - What is customer experience strategy (vs. customer service)?4:08 - Common mistakes in small business CX6:01 - Process inefficiencies that hurt the customer8:42 - Real SaaS case study: improving conversion11:22 - Airlines & understanding your customer base13:40 - How to go deeper with customer needs15:32 - Tools and AI in customer experience17:44 - Final thoughts + how to connect with RyanTo check out the YouTube (video podcast), visit: https://www.youtube.com/@drchrisloomdphdDisclaimer: Not advice. Educational purposes only. Not an endorsement for or against. Results not vetted. Views of the guests do not represent those of the host or show. Click here to join PodMatch (the "AirBNB" of Podcasting): https://www.joinpodmatch.com/drchrisloomdphdWe couldn't do it without the support of our listeners. To help support the show:CashApp- https://cash.app/$drchrisloomdphdVenmo- https://account.venmo.com/u/Chris-Loo-4Spotify- https://podcasters.spotify.com/pod/show/christopher-loo/supportBuy Me a Coffee- https://www.buymeacoffee.com/chrisJxClick here to schedule a 1-on-1 private coaching call: https://www.drchrisloomdphd.com/book-onlineClick here to check out our bookstore, e-courses, and workshops: https://www.drchrisloomdphd.com/shopClick here to purchase my books on Amazon: https://amzn.to/2PaQn4pFor audiobooks, visit: https://www.audible.com/author/Christopher-H-Loo-MD-PhD/B07WFKBG1FFollow our YouTube channel: https://www.youtube.com/chL1357Follow us on Twitter: https://www.twitter.com/drchrisloomdphdFollow us on Instagram: https://www.instagram.com/thereal_drchrislooFollow us on Threads: https://www.threads.net/@thereal_drchrislooFollow us on TikTok: https://www.tiktok.com/@drchrisloomddphdFollow our Blog: https://www.drchrisloomdphd.com/blogFollow the podcast on Spotify: https://open.spotify.com/show/3NkM6US7cjsiAYTBjWGdx6?si=1da9d0a17be14d18Subscribe to our Substack newsletter: https://substack.com/@drchrisloomdphd1Subscribe to our Medium newsletter: https://medium.com/@drchrisloomdphdSubscribe to our LinkedIn newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=6992935013231071233Subscribe to our email list: https://financial-freedom-podcast-with-dr-loo.kit.com/Thank you to all of our sponsors and advertisers that help support the show!Financial Freedom for Physicians, Copyright 2025

What makes a customer feel like they matter? In this powerhouse conversation, bestselling author and world-renowned customer experience consultant Dr. Joseph Michelli joins us to unpack the magic behind some of the most beloved brands in the world — from Ritz Carlton and Starbucks to Zappos, Mercedes-Benz, and more. Whether you're a business owner, team leader, or someone obsessed with elevating your client journey — this episode is your blueprint. This conversation isn't just about customer service — it's about legacy. The kind that turns clients into loyal fans and employees into brand ambassadors. If you've ever wondered what truly sets great businesses apart, you'll want to hit play on this one.  KEY TOPICS The “chocolate on the pillow” effect: How small, thoughtful details create unforgettable experiences Why not every customer is right — and how to know which feedback is worth your energy The art of designing a space and culture that your team and clients love What Chick-fil-A does that AI never could How to use brand rituals to stand out in a saturated market Why the future of business is deeply personal — not just digital  CHAPTERS 00:00 Welcome to the New Studio  02:26 Introducing Dr. Joseph Micelli  03:15 Implementing 'Carry the Bag' Concept  04:11 Signature Moments in Customer Experience  06:22 Balancing Consistency and Innovation  12:27 Understanding Target Customers and Aspirations  22:39 Challenges in Customer Perception  29:37 The Importance of Company Culture  30:26 Employee Feedback and Engagement  30:58 AI in Customer Experience   34:29 Human Touch vs. AI in Customer Service  37:45 Balancing Technology and Human Interaction  40:32 Personalized Customer Service  44:28 Effective Sales Techniques  54:29 Decision Making in Business  55:58 Conclusion and Key Takeaways  MENTIONED IN THIS EPISODE All Business is Personal: https://www.amazon.com/All-Business-Personal-Human-Centered-Technology-Powered/dp/1637746768   CONNECT WITH US www.decidedlypodcast.com  Join us on Instagram: www.instagram.com/decidedlypodcast  Join us on Facebook: https://www.facebook.com/decidedlypodcast  Shawn's Instagram: www.instagram.com/shawn_d_smith  Sanger's Instagram: www.instagram.com/sangersmith   MAKING A FINANCIAL DECISION? At Decidedly Wealth Management, we focus on decision-making as the foundational element of success, in our effort to empower families to purposefully apply their wealth to fulfill their values and build a thriving legacy.  LEARN MORE www.decidedlywealth.com   SUBSCRIBE TO OUR WEEKLY DECISION-MAKING TIP EMAIL Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode ata time!  CONNECT WITH DR. JOSEPH MICHELLI Website: https://www.josephmichelli.com/ Podcast: https://www.josephmichelli.com/podcast/ X: https://x.com/josephmichelli Facebook: https://www.facebook.com/TheMichelliExperience LinkedIn: https://www.linkedin.com/in/josephmichelli/  Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. 

This interview was recorded live on May 1st for UserTesting's ThiS Connect City Tour. Interested in joining us for our next live show? We're joining an incredible lineup at #THiSConnect in NYC (including former Design Better guest Seth Godin), where we'll talk about customer experience, innovation, and the real impact of AI.

“Creating the escape room becomes the escape room.” New York City is REPOD co-host David Spira's home market. Whenever he's recommending escape rooms to guests and visitors, his favorite go-to is MyssTic Escape Rooms in Brooklyn, NY. Two of their escape rooms have won Golden Lock awards: Ghost Light, and their newest game, The Bird. Gara Roda and Moritz Marti, the co-founders of MyssTic Rooms, join us today on REPOD to talk about the challenges of building a world class escape room in bustling New York City, especially when they are far from their home countries. There are many reasons it's challenging to build escape rooms in NYC. Real estate is expensive, the hurdles of navigating the city's fire codes are many, and square footage is at a premium. An affordable place for their business meant a basement location which came with its own set of complications. A near catastrophic flood in the early days led to some pretty impressive flood mitigation. Shortly after they first opened, a tragic fire occurred in an escape room in Poland, which led to a crackdown by fire inspectors all over the world, but with especially tight restrictions in New York. Gara and Moritz persevered, despite all the setbacks, and it was inspiring to hear them talk about how all the different constraints led to more creativity. As David points out, even though their games are small in comparison to other escape rooms, "every single nook and cranny had an abundance of detail." These two escape room creators have endured seemingly insurmountable obstacles, and yet have recently just been honored with another Golden Lock award for their newest game, The Bird. They mention at the end of the episode that eventually they are looking to move back to Europe and are open to finding a partner or even possibly a buyer. So hit 'em up if this sounds interesting to you. Full Show Notes   Episode Sponsors Thank you to our sponsors: Weldwood Marketing, Buzzshot, COGS by Clockwork Dog, Hive: The Race to Save Time Puzzle Hunt, 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.   Hive: The Race to Save Time Puzzle Hunt Based on the new Madders of Time series by bestselling author DL Orton. Registration opens May 1, 2025 Hive: The Race to Save Time runs from May 16-26, 2025 Over $1,000 in Prizes, winners determined by sweepstakes. Purchase of the book or free alternative method of entry registration is required to participate, but the e-book will be available for just 99 cents while the hunt is running. Visit Hive: The Race to Save Time website for more details. Preorder the book today!   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

Send us a textIn this episode of Navigating the Customer Experience, we're joined by Eric Karofsky, an award-winning expert in customer experience (CX), user experience (UX), and employee engagement, and the founder of VectorHX, a human experience agency. Eric shares his professional journey—from decades in agency and consultancy work with major brands like Michelin and Royal Caribbean, to leading UX at the Broad Institute of MIT and Harvard, and now building his own company focused on creating seamless customer interactions across digital and physical touchpoints.Eric discusses how AI is rapidly reshaping the customer experience landscape, emphasizing that it's a powerful tool—not a solution on its own. He shares both the promise and the current limitations of AI, particularly in customer support scenarios, likening poorly designed chatbots to frustrating call center loops from the 1980s.A major theme in the episode is understanding customer behavior through cultural, situational, and demographic lenses. Eric cautions against forcing users into preferred communication channels and instead advises companies to map the ideal journey for different personas and optimize each channel for a frictionless experience.He offers a powerful case study from the pharmaceutical industry, where AI is being used to transform labor-intensive literature reviews—cutting timelines from six months to potentially two weeks. This not only boosts business efficiency but also accelerates drug development, delivering life-saving treatments to patients faster.Eric also touches on:AI leadership and how it should drive business strategy by identifying areas for efficiency and innovation.Tools he can't live without, like Claude AI and Notion, which he uses to manage his business and ideas.His excitement about no-code tools like Bolt.new and Lovable, which allow rapid prototyping of full-stack apps without technical skills.The enduring value of classic books like Getting to Yes and The Design of Everyday Things, which shaped his thinking around negotiation and customer-centric design.The importance of motivation and resilience, fueled by the exciting pace of innovation and meaningful human connections with clients and team members.He closes with a favorite quote by Benjamin Franklin:"Tell me and I forget. Teach me and I remember. Involve me and I learn." A reminder of the value of active learning and mentorship in building strong, collaborative teams.You'll leave this episode with fresh insights on CX, AI strategy, and how to build human-centered experiences in a rapidly evolving digital world.

Customer expectations have skyrocketed—people now demand instant, personalized, and seamless interactions across every touchpoint. But are companies truly meeting these expectations, or are they still stuck in reactive customer service models? What if AI could completely transform the customer experience into something proactive, predictive, and even empathetic? Joining me today is Vinod Muthukrishnan, VP & COO of Webex Customer Experience at Cisco. Vinod is a leader in the future of customer experience (CX), helping organizations use AI to anticipate customer needs, deliver seamless automation, and create personalized interactions at scale. Vinod Muthukrishnan is the VP & COO for the Webex Customer Experience Business Unit, overseeing Go To Market, Customer, and Business Operations. In this role he collaborates with Cisco field teams, partners, and customers to deliver innovative solutions. His passion lies in creating products that solve real customer pain points and providing a seamless customer experience. He also values building strong communities, teams, culture, and operating rhythms.Previously, Vinod spent three years in Enterprise AI at Uniphore, a Cisco Investments Portfolio Company, where he developed a product enabling Citizen Developers to create AI and automation solutions. He managed Uniphore's customer functions, including Delivery, Technical Support, Customer Success, and AI consulting, helping enterprises align their business goals with AI roadmaps.Vinod was also VP & COO at the Webex Contact Center Business Unit during a period of significant growth and innovation. During his tenure at the BU, the IMI CPaaS business was acquired, and Webex Contact Center was launched. These two initiatives now serve as the foundations of the Webex Customer Experience Business Unit. Vinod oversaw all GTM functions.He joined Cisco when his startup, CloudCherry, was acquired in 2019. As Co-Founder and CEO of CloudCherry, he and his team developed a Customer Experience Platform that became Webex Experience Management. They also built the foundations of the Customer Journey Data Service, essential to the Webex Portfolio today.Coming from a military family, Vinod began his career in the Merchant Marine at 18, becoming a certified First Officer with Maersk Line and sailing to over 60 countries. He later joined the founding team at MarketSimplified, which introduced mobile trading to major brokerages like TD Ameritrade and OptionsExpress. RESOURCESCisco: https://www.cisco.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and 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 podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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