Podcasts about Customer service

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Pool Pros text questions hereIn this episode of Mondays Down Under, Lee and Shane discuss various aspects of running a business in the pool service industry, focusing on the importance of SEO, the evolving role of AI, and strategies for maximizing online presence. They share insights on how to effectively use social media marketing, the significance of customer reviews, and the potential of AI in streamlining business operations. The conversation also touches on the balance between AI and human interaction, emphasizing the need for personal connections in customer service.takeawaysAI is evolving, and businesses must adapt to stay relevant.SEO is not outdated, but it is changing with technology.Google prioritizes active businesses with updated information.Social media marketing can be scheduled and automated.AI can assist in customer support and troubleshooting.Creating processes can help streamline business operations.Investing time in AI can yield long-term benefits.Personal connections in business are still crucial.Virtual assistants can help manage workloads effectively.AI can enhance customer interactions without replacing human touch.Sound Bites"AI can help lighten your load.""AI can be extremely helpful.""You can create your AI clone."Chapters00:00Introduction and Super Bowl Talk03:27Business Warrant of Fitness and SEO Discussion05:56The Evolution of SEO and AI Integration08:42AI's Role in Business Marketing and Scheduling11:49AI in Customer Service and Technical Support17:37Creating AI Clones and Their Applications22:58The Future of AI in Business Operations BufferZoneBufferZone has been created by a frustrated pool maintenance companyDisclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the showThank you so much for listening! You can find us on social media: Facebook Instagram Tik Tok Email us: talkingpools@gmail.com

Jeannette Hartwig is a one-person comms team - but that didn't stop her from leading a customer service refresh across her district.You'll love the simple, eye-opening tactic she used to uncover real customer service gaps.She created a go-to resource for staff that's still making a difference - find out what's in it!Plus, Jeannette's using a few clever AI tools to better serve families... and they're not as complicated as you might think.SPECIAL GUESTJeannette HartwigPublic Information Office & WebmasterNorth Plainfield School District, New JerseyEmail: jeannette_hartwig@nplainfield.org LinkedIn: https://www.linkedin.com/in/jeannette-hartwig/ Website: https://www.nplainfield.org Facebook: https://www.facebook.com/northplainfieldschools/ Instagram: https://www.instagram.com/northplainfieldschools/ USEFUL INFORMATIONJeannette's customer service presentation & tip sheetLive AI translation, captions, transcripts & more with Wordly.aiOrder your copy of my book Social Media for Schools: Proven Storytelling Strategies & Ideas to Celebrate Your Students & Staff - While Keeping Your Sanity now!Interested in our membership program? Learn more here: https://socialschool4edu.com/MORE RESOURCESFree Video Training: Learn the simple secrets behind social media for K12 schools!Sign up for our free e-newsletter - click herewww.SocialSchool4EDU.com

Horst Schulze explains how winning the Malcolm Baldrige Award twice shaped Ritz-Carlton's culture and why first impressions define customer loyalty. From Steve Jobs studying their retail model to the science behind “first contact,” this clip reveals elite service standards that drive lasting success.

Conway opens with a frustrating nightmare: problems with the new electric Dodge muscle car — the trunk won’t reliably open, the steering wheel vibrates over 30 mph, and customer service/dealership support has been a mess. Riverside is stepping up enforcement to catch carpool lane cheaters — and the big headline is that 3+ occupants is becoming the new HOV standard in some areas. Pokémon card shops across Southern California are seeing a spike in thefts as demand (and resale value) for collectibles keeps rising. And to wrap it up, Mark gets a batch of listener talkbacks — with surprisingly solid tips and suggestions to troubleshoot the car issues. See omnystudio.com/listener for privacy information.

In this episode, I start off talking about those Black queer dating show spinoffs and why being unique is a must. Then, I get into my weekend in Atlanta—yes, it was a vibe—until I had a less-than-cute experience at the Morehouse bookstore. We end the show on that note—because even the best weekends have a little drama.—Don't forget to subscribe, like, and give me my 10s in the comments!X: @LNwithSylvesterEmail: LateNightwithSylvester@gmail.comIntro Audio IG: @perfectprophetMusic: Summer Walker - Playing Games (Leonce Remix)*I do not own the rights to this music.

I truly believe it's all in how you handle it.

Season four of The Money Lap kicks off with Parker, Landon, and Josh diving into NASCAR's new Chase format, Daytona 500 qualifying drama, and the challenges of social media visibility for motorsports. They debate the impact of algorithm-driven content, discuss major contract news, and preview the season's biggest storylines—including free agency and new technical rules in F1. Leave us a voicemail! https://moneylap.com Or email us! friends@themoneylap.com Timestamps: 00:00 - Intro 04:46 - Social Media Algorithms & NASCAR Visibility 11:29 - End-of-Season Burnout & Offseason Vibes 13:04 - Viral Tweets & Social Media Breaks 16:01 - Travel Mishaps & Customer Service 19:08 - Offseason Recap & Daytona 500 Qualifying 21:00 - Daytona 500 Qualifying Format Gripe 22:32 - Unrestricted Qualifying Dream & Team Finances 26:11 - Daytona 500 Open Field & Qualifying Spots 30:12 - Jimmie Johnson's Provisional & Purse Discussion 33:33 - Carson Hocevar's Long-Term Contract 35:07 - NASCAR Chase Format Returns 42:00 - Crown Jewel Races & Playoff Implications 43:52 - Early Season Wins & Consistency 46:02 - Rivalries & Points System Impact 51:36 - 2026 Free Agency Bonanza 52:56 - Kyle Busch's Value & Potential Moves 56:29 - Spire's Strategy & Team Building 58:14 - NASCAR O'Reilly Series Growth & Alliances 1:01:04 - Midfield Investment & Series Health 1:02:55 - Formula 1: Ferrari Fandom & Hamilton Rumors 1:04:15 - F1 2026 Regulations & Red Bull Speed 1:05:13 - Car Size Changes & F1 Visuals 1:06:58 - Mercedes Engine Controversy 1:08:03 - Cadillac's F1 Debut & Livery Critique 1:10:07 - Active Aero & X-Mode in F1 1:11:22 - F1 Testing Results & IndyCar DC Race 1:12:30 - NASCAR vs. IndyCar Street Races 1:13:32 - Jenson Button Retirement & St. Pete Truck Race 1:14:12 - Hosts' 2026 Championship & Daytona Picks 1:18:14 - Outro (Timestamps are a rough timing and may require a little scrubbing to find the start of the topic) The Money Lap is the ultimate motorsport show (not a podcast) with Parker Kligerman and Landon Cassill professional racecar drivers and hilarious hosts taking you through the world of motorsports. Covering NASCAR, F1, Indycar, and more, they'll provide the scoop, gossip, laughs, and stories from the racing biz. With over 2400 unique products currently in stock, Spoiler Diecast boasts one of the largest inventories in the industry. We are NASCAR focused, offering a wide range of diecast and apparel options. But that's not all. We've expanded our catalog to include diecast for dirt/sprint cars, Indycar, and F1. As passionate racing fans ourselves, we're constantly growing our offerings to cater to different forms of racing. Use promo code "moneylap" for free shipping for orders over $20. https://www.spoilerdiecast.com/ Copyright 2026, Pixel Racing, LLC. All Rights Reserved.

Joined this week by the one and only Chris Watson.  It was an interesting conversation for sure! We dove deep into transferring knowledge, not just skills. The big question: Are we really doing enough for the next generation of firefighters? Mentoring and how much he learned from his mentors and how that impacted him to pass it on. Chris is also passionate about sharing knowledge beyond the firehouse, especially with the public - and  why fostering relationships with all stakeholders matters more than ever. He brings a unique perspective on how small, seemingly minor interactions can compound over time into massive wins for any organization. And of course, as always, the audience questions drove the Scrap! Pull up. Let's scrap.

Get featured on the show by leaving us a Voice Mail: https://bit.ly/MIPVM  Amelia Hernandez Osorio explores practical ways organisations can build lasting Copilot habits, strengthen internal communities and drive effective AI adoption. Amelia shares her journey through web technologies, SharePoint, cloud transformation and Microsoft 365 adoption, offering guidance on behaviour change, team enablement and identifying meaningful Copilot use cases that improve daily work. 

Running a bar isn't just about controlling costs, it's about leading people.In our latest episode with Dave Nitzel and Dave Domzalski, we unpack their new book, A Tale of Two Taverns, and the deeper lesson behind it.Through the story of two competing bar owners, they reveal why traditional corporate logic often fails in hospitality, and how culture, incentives, and leadership directly impact your bottom line.One owner focuses on spreadsheets.The other focuses on people.The difference? Profit becomes an outcome, not the goal.The lesson here? If you're still treating your bar like a transaction, you're missing the real driver of growth.

Agentic artificial intelligence promises to fundamentally change the way enterprises operate. Intelligent systems that automate and execute tasks on humans'...

It's hard for even the most devout Disney Apologist to forgive what was the original Disney's California Adventure. With a troubled budget from the start, and perhaps the wrong theme for millions of people already living in California, this failed on so many levels when it came out the gate. It certainly didn't help that it was being built across arguably the greatest park ever built. And yet in the shadows of Disneyland, there is really something magical about Disney California Adventure and with time and investment, it has come around to being the 5th most popular theme park in North America, behind Magic Kingdom, Disneyland, Epcot & Disney's Hollywood Studios, and yet ahead of Disney's Animal Kingdom, and every Universal Busch Gardens, Sea World and Six Flags park in the country. It's been a long 25 years, but with big new attractions coming, Disney California Adventure stands to compete in big ways moving forward. Join us as we celebrate Disney California Adventure! _____________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. Disney Insights Facebook Page--Come join and interact in conversation with others. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. ________________________________________________________ Check out Zanolla Travel to book your next vacation! David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 212 blah blah blah be blah ba blah bla beep.  Have you ever noticed how noisy a grocery store is?  Its like watching an episode of Charlie Brown.   Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

What if the fastest answer isn't the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of fixing the real problem. With guest co-host Jennie Lewis of Airship, we dig into pragmatic ways to use AI as an amplifier for empathy.We also step into hospitality, where automation has raced ahead with mobile keys, kiosks, and virtual front desks. Convenience is great—until an empty lobby at midnight changes how safe a guest feels. From solo travel realities to on-the-ground service design, we discuss how to widen the journey map beyond “check-in to room” and include the edge cases that define trust.Then we tackle dynamic pricing. There's a world of difference between rewarding loyalty and playing whack-a-mole with rates. We call out practices that feel predatory, highlight proactive offers that build goodwill, and suggest clear guardrails that prevent sticker shock.If you care about CX that feels human and scales gracefully, this conversation will sharpen your playbook. Subscribe, share with a colleague, and leave a quick review.About Jennie Lewis:Sr Manager, Customer Insights at AirshipJennie Lewis is a value-focused researcher who transforms complex data into revenue-driving narratives. An expert in quantifying CX ROI, she began as a self-taught coder automating emails for GM before leading agency teams that supported iconic brands like Marriott, Chase, and Marvel. She bridges the gap between technical data and business strategy, managing a portfolio of research results that achieve increased influenced revenue. Certified by Northwestern, eCornell, and Google, Jennie is a recognized thought leader and mentor dedicated to proving that great customer experience is a measurable driver of growth.Follow Jennie on...LinkedIn: https://www.linkedin.com/in/jennie-lewis/Articles Mentioned:- Customer service AI bots not ready for prime time, survey suggests (Consumer Affairs)- Ireckonu- 2025 year in review: What had happenend in the hospitality technology industry? (Breaking Travel News)- Asda's unhappy shoppers give boss food for thought (The Times)Resources Mentioned:Women In CX CommunityOrder your copy of Experience Is EverythingExperience Investigators WebsiteWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 212 blah blah blah be blah ba blah bla beep.  Have you ever noticed how noisy a grocery store is?  Its like watching an episode of Charlie Brown.   Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-like-it-s-live--4113802/support.

Ariel Cohen is the Co-Founder and CEO of Navan (formerly TripActions), an AI-powered travel and expense platform. Last month, Ariel took the company public, since being a public company, they have faced a torrid time seeing stock price decline by 50%. The company is currently valued between $4BN-$5BN.  AGENDA: 0:00 The Truth About Going Public After 11 Years 5:50 Why We Couldn't Wait: The Real Reason for the IPO 8:15 Disrupting the Giants: Amex, Concur, and the $1T Opportunity 11:50 "If We Don't Build This, We're Dead": Seeing ChatGPT Early 18:35 Why Navan Built Their Own Customer Service AI  23:45 Why Infrastructure is Overrated (and What Actually Matters) 28:55 Vibe Coding: How We Rebuilt Our Product in 6 Hours 34:55 Are Any Public Company CEOs Actually Happy? 38:50 Lessons from Robinhood: Energy, Ethics, and the Stock Price 45:10 The Cost of Success: $1B Mistakes and Parenting Regrets  

ABOUT JOE BAER:Joe's LinkedIn profile: linkedin.com/in/joe-baer-4479385Websites:zengenius.com visual911.com Email: jbaer@zengenius.comBIO:Joe is the Co-Founder, Creative Director, and CEO of ZenGenius, Inc., an experiential design firm specializing in visual merchandising and event design. Headquartered in Columbus, Ohio, Joe brings over three decades of mastery in innovative leadership and creative direction to the design, visual merchandising and special events industries. He has extensive knowledge of the customer journey from working in stores for decades and is a seasoned public speaker who has traveled the world to inspire and educate others through the art of visual merchandising, design and special events.Additionally, Joe has contributed his retail know-how to multiple publications, authored The Art of Visual Merchandising: Short North, and created one of my favorite events in the retail industry the Iron Merchant Challenge, a popular interactive visual merchandising competition held annually at the International Retail Design Conference. Joe's passion for the world of design is evident in his role as President of the PAVE Global leadership board - a 501(c)(3) charitable foundation with the mission to support, connect, and inspire the next generation of professionals in the retail design, visual merchandising, and consumer environments industry. He also holds Advisory Board roles at Columbus College of Art and Design and VMSD Magazine. SHOW INTROWelcome to Episode 85! of the NXTLVL Experience Design podcast…In every episode we follow our catch phrase of having “Dynamic Dialogues About DATA: Design, Architecture, Technology and the Arts.” And as we continue on this journey, we'll have guests that are thought provoking futurists, AI technology mavens, retailers, international hotel design executives as well as designers and architects of brand experience places.We'll talk with authors and people focused on wellness and sustainable design practices as well as neuroscientists who will continue to help us look at the built environment and the connections between our mind-body and the built world around us.If you like what you hear on the NXTLVL Experience Design show, make sure to subscribe, like, comment and share with colleagues, friends and family.The NXTLVL Experience Design podcast is always grateful for the support of VMSD magazine.VMSD brings us, in the brand experience world, the International Retail Design Conference. I think 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 us to keep on talking about 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.org Today, EPISODE 85… I talk with Joe Baer of Zen Genius an experiential design firm specializing in visual merchandising and event design. Joe had spent more than 3 decades working the in the retail industry bringing visual merchandising know-how to the creation of emotionally resonant branded places. Visual merchandising is allot more than simply making things look good in a store. It's very much about 3D storytelling, sensory experiences, emotions and making places sing as Joe explains.We'll get there in a minute but... first a few thoughts…*                     *                          *                          *Monique worked in the visual merchandising departmentshe was the director there and I was the director in the interior design department our two programs ran concurrently we shared some students across our programs but we seldom actually shared lunchAnd so it was slightly strange but intriguing that she invited me to have lunch with her across the street from the college at a little Thai placeWe sat down, talked about students and then - more as a throw away - she said “they want me to go to Singapore…”And I waited for the next sentence.“But I don't really want to go to Singapore.” she said. “I'd have to leave here. I'd have to leave my son who's thinking about collage a few years and I'd really just prefer to stay in Montreal.”And then there was a silence.“Singapore?!” I said.“I don't even know where Singapore is. That's in Southeast Asia, right? ““yeah, it's like on the other side of the world.” she said.“Sounds exotic. I'd go for sure. Besides, I love Chinese food. I could eat it every day.”“Really?” she said .“Sure, why not? I'd love to go. I love the whole idea of adventure.” “Well anyway,” she said, “I don't know what they are going to do if I don't go. It's to be the Director of the visual merchandising program in an international fashion school and they've got no one else who could do it.” “No seriously, I'd go. I mean I have no idea about what you do and… I'm a guy and that means genetically I actually don't like shopping and I've only ever designed the escalator and fountain at the Eaton center. But let them know that I'd do it.”We finished lunch, climbed over the snowbank of freshly plowed snow, crossed the street to get back for afternoon classes and a few weeks later I was walking down the stairs of a plane in the stultifying humidity at Changi airport.Monday morning, I was the program Director of the Visual Merchandising Department at LaSalle International Fashion School … in Singapore… and… I had no idea what I was doing but knew my career had taken a significant and abrupt turn.The world of retail design had found me, and I never looked back for the next 20 years.Over those 20 plus years I learned from some masters in retail design and visual merchandising. I arrived in New York after a year, spent an afternoon with Gene Moore, was introduced to Peter Glenn and ended up working with Joe Weishar New Vision Studios. I spent the next four years listening to and watching Joe talk about visual merchandising practice as both art and retail strategy.For Joe Weishar visual merchandising wasn't just a display tactic but was a creative discipline that blended art, design and retail psychology. He merged visual perception and design principles and he would layout a store or a wall with the same mechanics of laying out a composition of a painting – proportions, scale, focal points. He celebrated Visual merchandising as an art form that shaped memorable experiences rather than simply placing products on the shelvesAll of those basic art principles were things that I was deeply familiar with. I had been in private art studios that my parents put me in at the age of nine because they recognized my passion for painting.I had gone to architecture school and spent the first eight years of my career doing traditional architectural projects – museums, libraries, houses, schools… that sort of thing and I taught the design same principles of scale proportion, balance, color, harmony and how you could use those things ultimately to tell a story to students in a College's interior design program in Montreal.Even in those early years of my career in the late 90s, I was learning that retail stores needed to be engaging the senses, and we should be thinking about creatively implementing textures, variations in lighting as well as sound and scent and not just focusing on what customers would experience with their eyes.I was learning that the senses were conduits for emotion and memory - that if you implemented design principles and thoughtful sensory-based visual merchandising elements correctly, that they would help to fill shopping baskets and engage customers in long-term relationships with a brand. These sorts of environments that engaged the senses would increase loyalty and invite return visits because, in the end, the store was simply a backdrop, a theater set for the full-bodied experience of a brand where main feature was the merchandise.If you thought of merchandise as elements in a composition and wrapped them in memorable display moments, it could make stores sing.This sort of thinking positioned retail as experience design rather than a purely commercial layout. The goods were a necessary part of the equation to be sure, but as I working through the foundational years of a retail design career, I saw that great retail places were more than a depository for stuff to be consumed, they had a palpable emotional resonance, they had soul. It was remarkable to me then, as a young retail architect, that we were designing with the purpose of selling…but it was more than that. Great stores fulfilled basic needs, desires and dreams. They were places for relationship building, with people as well as brands.They were story telling places that helped to message group belonging, wellbeing, connection and status. They were places where displays weren't random; they were meant to guide customers through a narrative journey. Every element was intentional, geared towards telling a brand story that invited the customer to participate in the story's unfolding.All of the effort that the designers, merchants and visual teams put into making the store wasn't just about “making it look good,” but making it work well. The design and visual strategy had to be grounded in retail metrics and customer behavior. In the end, our job as co-authors of this retail experience script was to move product.We would calculate merchandising units per square foot. We thought about how product would flow through a department from delivery to markdown and how adjacencies were critical – why groups of products were located next to what other products. We knew how many units had to sell in a department to make the financials work. There was business behind the beauty. Visual merchandising was a silent seller as author Judy Bell would say.In my early years, we didn't think too much about what happened to all the stuff after the store had aged or the season had changed. Graphics, fixtures and display items shifted along with the seasonal changes, holidays or special promotions. And a lot of it just got trashed. We began to think more deeply about the sustainability factor of our work and the impact of retail place making on our environment. It was no longer acceptable that the disposable economy would direct the design of store without any consideration for how it was eventually ending up in landfill sites. Lighting, manufacturing processes, materials, and lifecycles came under more scrutiny. These days, thinking about the sustainable nature of how we design and build stores is very much at the forefront of our thinking from the get-go.  Design firms are becoming B-Corporations whose mission is to be better stewards of our little blue dot. Along the way, teaching - both our clients as well as students in design programs - was something that never left the radar. What had been the precipitating moment - going from teacher to running a visual merchandising program at an international school in Singapore - would remain key to my professional experience. And this is where we can bring in my guest Joe Baer   into the story. Joe's story is so familiar because it is so similar. While we came to the retail world from different angles, our paths have many parallels and similarity in purpose – despite being from different orientations in the retail place-making paradigm.Joe is the Co-Founder, Creative Director, and CEO of ZenGenius, Inc., an experiential design firm specializing in visual merchandising and event design. Headquartered in Columbus, Ohio, Joe brings over three decades of mastery in innovative leadership and creative direction to the design, visual merchandising and special events industries. He has extensive knowledge of the customer journey from working in stores for decades and is a seasoned public speaker who has traveled the world to inspire and educate others through the art of visual merchandising, design and special events.Additionally, Joe has contributed his retail know-how to multiple publications, authored The Art of Visual Merchandising: Short North, and created one of my favorite events in the retail industry the Iron Merchant Challenge, a popular interactive visual merchandising competition held annually at the International Retail Design Conference. Joe's passion for the world of design is evident in his role as President of the PAVE Global leadership board - a 501(c)(3) charitable foundation with the mission to support, connect, and inspire the next generation of professionals in the retail design, visual merchandising, and consumer environments industry. He also holds Advisory Board roles at Columbus College of Art and Design and VMSD Magazine. Joe leads with passion, purpose, pure joy and believes in celebration so I see our conversation as a celebration of Joe Baer's commitment to his retail industry involvement.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.comTwitter: DavidKepronPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron the Retail Studio Principal for the architecture and design firm Little (https://www.littleonline.com). He 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. I caught up with Bryan at the SHOP Marketplace event in Charlotte and chatted about his focus on shaping what comes next in digital signage and experiential design. The NXTLVL Experience Design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production is by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

SummaryIn this conversation, Nathan Strum, founder of Abbey Connect, discusses the evolution of his company from a human receptionist service to integrating AI technology. He emphasizes the importance of company culture, effective communication, and the challenges of growth as a business. Strum shares insights on navigating gossip in the workplace, the significance of customer service, and the future of AI in enhancing customer experiences. He also highlights the value of hiring for personality and fostering entry-level talent to build a strong workforce.TakeawaysNathan Strum founded Abbey Connect 20 years ago, starting as a human receptionist service.The company has embraced AI technology to enhance its services.Customer service and company culture are core tenets of Abbey Connect's philosophy.Gossip can be detrimental to company culture and needs to be managed carefully.Growth phases require businesses to adapt their communication and HR strategies.AI is a powerful tool but has limitations that require human oversight.The phone remains a vital communication tool for businesses.Live chat widgets may not be as effective as expected for customer engagement.Hiring for personality over skills can lead to better employee retention and growth.Balancing innovation with operational stability is crucial for business success.Chapters00:00 Introduction to Nathan Strum and Abbey Connect04:43 The Journey of Entrepreneurship07:42 Core Philosophies and Company Culture10:52 Navigating Growth and Challenges13:54 Integrating Technology and AI16:44 Customer Communication Trends and Insights19:52 The Future of AI in Business25:01 The Evolution of Technology and AI26:34 Fostering Growth: The Importance of Entry-Level Employees30:17 Hiring for Personality: The Human Element in AI31:36 Melding Humanity and Technology: A New Relationship33:43 Learning from AI: The Balance of Innovation and Caution35:29 Leadership Challenges: Navigating Growth and Culture38:31 Balancing Innovation Speed with Operational Stability43:43 The Future of Customer Experience with AIConnect with Nathan: Website: ⁠https://www.abby.com/Credits:Hosted by Ryan RoghaarProduced by Ryan RoghaarTheme music: "Perfect Day" by OPM  The Eggs Podcast Spotify playlist:bit.ly/eggstunesThe Plugs:The Show: eggscast.com@eggshow on X and InstagramOn iTunes: itun.es/i6dX3pCOnStitcher: bit.ly/eggs_on_stitcherAlso available on Google Play Music!Mike "DJ Ontic": Shows and info: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠djontic.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@djontic on twitterRyan Roghaar:⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠rogha.ar

Honolulu's Department of Customer Services is ramping up efforts to renew expiring licenses for more than 110,000 motorists; Retired cartographer Tom Patterson discusses the artistry that goes into map-making

A lumber company that's been in business since 1851 has seen it all, from economic shifts to pandemics, and its survival depends on more than just selling wood. It's about relationships, education, and adapting to change. In this episode of the Woodpreneur Podcast, host Jennifer Alger sits down with Chris Black, President and GM of Century Mill Lumber, to explore the remarkable history of a company that predates Canada itself. Chris shares his personal journey from selling high-end wood doors to running a lumber business with deep roots and a forward-looking vision, emphasizing how customer relationships, continuous education, and innovation have kept Century Mill thriving for over 170 years. You'll hear about the challenges and opportunities presented by COVID-19 and how the pandemic reshaped the lumber industry, the complexities of navigating the lumber supply chain from sourcing to delivery, and the evolving trends in both hardwood and softwood markets. Chris discusses the importance of investing in quality products and employee training, the role of design aesthetics in customer preferences, and how innovative materials are meeting modern application needs. This conversation dives into the significance of personal branding in an industry that's fundamentally about people, effective marketing strategies for connecting with customers in the lumber business, and why criticism and feedback are essential for growth and improvement. Chris also shares insights on building a strong team that will carry the company's legacy forward and ensure its success for generations to come. Whether you're in the lumber business, interested in customer service excellence and relationship building, or looking for lessons on navigating industry challenges while maintaining quality and values, this episode offers wisdom from a leader who understands that lumber is ultimately a people business. Tune in to discover how a company with roots in 1851 continues to innovate and lead in today's market, and don't forget to follow the Woodpreneur Podcast for more stories from industry leaders who are shaping the future of wood. Chapters: 00:00 The Legacy of Century Mill Lumber 05:45 Customer Service and COVID-19 Challenges 14:44 The Future and Investment in Quality 22:56 Market Trends and Innovation 31:19 Relationships and Personal Branding 39:12 The People Behind the Business The Woodpreneur Podcast brings stories of woodworkers, makers, and entrepreneurs turning their passion for wood into successful businesses - from inspiration to education to actionable advice. Hosted by Steve Larosiliere and Jennifer Alger  For blog posts and updates: woodpreneur.com See how we helped woodworkers, furniture-makers, millwork and lumber businesses grow to the next level: woodpreneurnetwork.com Empowering woodpreneurs and building companies to grow and scale: buildergrowth.io Connect with us at:  Instagram: https://www.instagram.com/sawmillsnearme/ Facebook: https://www.facebook.com/woodpreneurnetwork/ Join Our Facebook Group! https://www.facebook.com/groups/woodpreneurnetwork Join our newsletter: https://substack.com/@woodpreneurnetwork You can connect with Chris at: https://www.centurymill.com/ https://www.instagram.com/centurymilllumber/ https://www.facebook.com/centurymill

No Goobies!

Happy Tuesday rockaholics. Safe to say we would not survive in it.

In overviewing 2026 I said that the naming of a new CEO would be the most important milestone of the year for Disney. In truth, it may be the biggest moment of the decade. Today, February 3rd 2026, The Walt Disney Company Board of Directors announced that, in a unanimous vote held on Monday, it elected Disney Experiences Chairman Josh D'Amaro to become Chief Executive Officer of The Walt Disney Company. We look first at the context of that announcement, and the specifics behind it, to include the promotion of Dana Walden, Co-Chairman of Disney Entertainment into a new role. We'll see what others have to say about this, to include not only James Gorman, Chair of The Walt Disney Company Board of Directors, but Bob Iger, current CEO, and even Michael Eisner, the former CEO of the company. We'll then highlight some of the tactical challenges ahead as well as the strategic opportunities moving forward, in this, one of the most unique companies in the world. Join us as we offer Disney Insights to the appointment of the new CEO of The Walt Disney Company, Josh D'Amaro. _____________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. Disney Insights Facebook Page--Come join and interact in conversation with others. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. ________________________________________________________ Check out Zanolla Travel to book your next vacation! David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job. Touch HERE to see open jobs.Need to update your shop systems and software? Try Tekmetric HEREWanna go to Tekmetric's first ever industry training event Tektonic? Register HEREIn this episode, Jeff welcomes back Fluffy Mexicanik. They discuss the realities of working as a dealership technician. Fluffy shares his reasons for leaving a dealership after nearly 13 years, stressing the importance of shop culture and the challenges of flat rate. Together, they talk about how labor times are set and the impact of dealership processes on technician efficiency.Timestamps:00:00 Efficient Transmission Repair Practices15:01 Slashed Labor Times Impact Profit30:38 "Service vs. Sales Priorities"40:57 "Frustrations with Inefficient Procedures"46:50 "Incentivized Pay vs. Flat Rate"56:22 Reflecting on Expertise and Humility01:12:39 "Uconnect Reliability vs. Durango Issues"01:24:02 "Car Not Designed for Winter"01:35:36 "Chuck's Truck Troubles Explained"01:45:48 "Brake Jobs: Quality vs. Speed"01:57:02 Defending Industry Workers' Rights Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

Dave talks about reaching out to customer service over a situation and Jenn CANNOT believe her ears!

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 211 Asian food theft, no more pennies and working with half assers.Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

What if the fastest way to beat your competitors isn't a new feature, but a better feeling at every step of the journey? In this episode, we explore how experiential innovation—improving how customers move, decide, and feel—outperforms price wars, builds trust, and turns small moments into big wins.Using the CXI Navigator, we break down how leaders align clear intent, cultural commitment, and real customer behavior to reduce friction and increase reassurance. From Uber and Netflix to B2B organizations like Vanguard, the pattern is consistent: spot hesitation, simplify paths, and guide people forward with confidence.With data showing customers will abandon even beloved brands after a single bad experience, the stakes are clear. This conversation shares practical ways to design calmer, clearer journeys that drive loyalty, speed, and long-term growth. Subscribe for more practical experience strategies, share this with a teammate who owns a part of the customer journey, and leave a review.Resources Mentioned:Learn more about CXI Membership™ and apply -- CXIMembership.comOrder your copy of Experience Is Everything -- experienceiseverythingbook.comExperience Investigators Website -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 211 Asian food theft, no more pennies and working with half assers.Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-like-it-s-live--4113802/support.

We've spent years trying to make our chatbots sound more human, which is great. But what if the larger goal should have also been to make them as useful as possible while we're at it? Agility requires more than just adopting the latest technology; it demands a fundamental rethinking of customer engagement, moving from reactive responses to proactive problem-solving. Today, we're going to talk about the next evolution of AI in customer service. As more companies turn to automation to manage scale and efficiency, the real challenge isn't just implementing a chatbot; it's ensuring that technology actively solves problems and enhances the customer relationship, rather than just deflecting tickets. To help me discuss this topic, I'd like to welcome, Alan Ranger, VP Marketing at NiCE Cognigy. About Alan Ranger Alan Ranger is VP of Marketing at NiCE Cognigy, the global leader in enterprise AI agents. With over 30 years of experience in tech, Alan has led growth strategies at both startups and public software companies. At NiCE Cognigy, he helps organizations adopt AI that delivers real business value reducing costs while improving customer satisfaction. Prior to NiCE Cognigy, Alan led global market development at LivePerson, where he helped double revenues. He now leads NiCE Cognigy's expansion in the US and UK and works closely with clients to deploy AI that scales. Alan Ranger on LinkedIn: https://www.linkedin.com/in/aranger/ Resources NiCE Cognigy: https://www.cognigy.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile 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 Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

This is a must episode for clinical directors, dentists, dental assistants and hygienists. Walter Parra, VP of Marketing & Sales at Microcopy shares his thoughts: The Evolution of Single Patient Use (SPU) Products Quality and Customer Service as Differentiators Understanding the Needs of Group Practices To learn more visit https://microcopydental.com or contact Walter Parra at walter.parra@microcopydental.com 

The customer believes they are always right! This is what we are told, but what happens if you need to tell them no? Find out how to navigate customer conversations and how to say no in this Monday Morning Manager. 

We go behind the scenes with JustForFans Director of Customer Service & Model Outreach (& more), ‪@AliceSkary‬. We all know there's a LOT of ABDL creators on the platform but how did they get there and why does JFF want more ABDL community involvement? What content is allowed & not allowed and why? Our convo goes from business to fisting & gets pretty interesting! Follow ‪@AliceSkary‬ on their channel or on X.Follow Diaperperv at All My Links here!

We go behind the scenes with JustForFans Director of Customer Service & Model Outreach (& more), ‪@AliceSkary‬. We all know there's a LOT of ABDL creators on the platform but how did they get there and why does JFF want more ABDL community involvement? What content is allowed & not allowed and why? Our convo goes from business to fisting & gets pretty interesting! Follow ‪@AliceSkary‬ on their channel or on X.Follow Diaperperv at All Her Links Here!

Sleepy, it's snowing in Stockholm and I'm tired of the snow. I sit in Adventure Wolf with a phone in my hand and a vague, familiar heaviness in my body. So I do the only reasonable thing: I call Existence Customer Service.There's hold music that feels older than language, a menu that can't handle mixed feelings, and a guy named Gary who sounds kind, tired, and weirdly official about the fact that life sometimes feels like swimming in soup. We get a temporary case number. We escalate the case. We learn that the system is working as designed.This is an introspective, imaginative journey to sleep where nothing gets fixed, but something gets shaped. You can drift off to sleep while I try to make sense of the current era framework, missing case numbers, and the soft comfort of not being alone in the lost mail bin.Sleep Tight!More about Henrik, click here: https://linktr.ee/Henrikstahl Hosted on Acast. See acast.com/privacy for more information.

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the implications of AI in quality assurance within contact centers. They explore the benefits of AI, such as increased coverage and trend spotting, while also addressing concerns about accuracy and the potential for AI to replace human interaction. The discussion emphasizes the importance of using AI to enhance human capabilities rather than eliminate them, and the need for effective coaching and data utilization to improve agent performance. Main Content: Understanding AI in Quality Assurance The podcast opens with a light-hearted discussion about the weather, but it quickly shifts focus to a pressing topic: the use of AI in quality assurance. Amas and Bob agree that deploying AI in this area can be beneficial, especially regarding monitoring agent performance. One of the primary advantages they mention is the ability to achieve 100% call coverage. Traditionally, QA teams may only review a small percentage of calls, leading to inaccurate assessments of agent performance. With AI, contact centers can analyze every call, providing a more accurate picture of quality and performance. Spotting Trends and Gaining Insights Another significant benefit of AI mentioned in the podcast is its capability to spot trends in customer interactions. Bob highlights the importance of understanding call spikes, such as the recent increase in calls related to a coupon offer. AI can analyze large data sets quickly, allowing managers to respond to customer needs more effectively. This capability not only improves the customer experience but also empowers managers to make informed decisions based on real-time data. The Risks of Relying Solely on AI While Amas and Bob are enthusiastic about the potential of AI, they also express concern over its limitations. One critical issue is the accuracy of AI assessments. Amas warns that AI systems are often trained on human data, which can lead to discrepancies in scoring calls. He emphasizes the need for a human touch in QA processes, suggesting that AI should assist rather than replace human judgment. Without human oversight, there's a risk that AI can misinterpret nuances in customer-agent interactions, leading to misguided conclusions. The Importance of Human Interaction The conversation takes a deeper turn as they discuss the nature of customer service as a human interaction. Bob argues that technology should enhance the capabilities of QA teams, not eliminate them. He points out that while AI can streamline processes, it cannot replicate the empathy and understanding that a human agent brings to a conversation. The hosts advocate for a balanced approach where AI tools are used to support agents rather than replace them, ensuring that customer experiences remain positive and personalized. Conclusion: In conclusion, while AI presents exciting opportunities for enhancing quality assurance in contact centers, it is essential to approach its implementation with caution. Amas and Bob remind us that technology should complement human skills and insights rather than undermine them. By finding the right balance, organizations can leverage AI to improve performance while maintaining the human touch that is vital in customer service.  Key Takeaways: 1. AI can enhance quality assurance by providing 100% call coverage and spotting trends in customer interactions. 2. The accuracy of AI assessments can be problematic; human oversight is crucial in the QA process. 3. Customer service is fundamentally a human interaction, and technology should support, not replace, human agents. Tags: AI, Quality Assurance, Contact Centers, Customer Service, Technology, Human Interaction, Trends in Customer Experience, Agent Performance, Podcast Insights

SILVER SHATTERED $120/oz, steaming toward likely $1,188/oz post-RV!

HBX Group sits in the middle of one of the most complex customer service chains in travel. A single issue can span a traveller, a travel agent, a global booking platform and a hotel on the other side of the world.In this episode, we explore how HBX Group is leveraging artificial intelligence to transform its global customer service operations with Xavier Godoy Moya, Customer Experience & Automation Director, and Adam Tinsley, Global Customer Service Director.We break down how HBX uses AI-driven classification to triage hundreds of thousands of monthly cases across voice, chat, email and ticketing systems. The team explains how generative models replaced traditional intent-matching systems, enabling accurate routing across more than 70 case types while supporting deterministic safeguards required at operational scale.Adam and Xavier share results across several key use cases, including an AI classification system that accurately categorises customer inquiries into 70 different intents, automated handling of common requests such as booking confirmations and cancellations, and an innovative workflow that can automatically communicate with hotels on behalf of agents. Their real-time translation solution has enabled 24/7 service across 13 languages, dramatically expanding their global support capabilities.We also discuss their approach to agent training, which includes an AI simulation system that lets new staff practice handling customer conversations at varying levels of difficulty before taking real calls.The episode closes with measured business outcomes, including faster case resolution, growing automation rates, operational insights unlocked through AI-native reporting and the next wave of experimentation around sentiment-aware routing and more adaptive voice experiences.Show notesFind out more about HBX Group: https://www.hbxgroup.comFollow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimmsDownload our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.world/how-ai-agents-keep-cx-stable-when-volume-explodes/?utm_source=podcast&utm_campaign=SurgeHappensTake our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

Your company's goldmine? All those meetings and call recordings. It's the fuel that AI needs. But here's the big letdown: those call transcripts only pick up the words. Not what they mean. And the difference? Well…. That can make all the difference. But some new technology might change what's possible. Join us as we talk about it. AI Can Finally Hear What You Actually Mean. What this unlocks — An Everyday AI chat with Jordan Wilson and Modulate's Mike Pappas.Newsletter: Sign up for our free daily newsletterMore on this Episode: Episode PageJoin the discussion on LinkedIn: Thoughts on this? Join the convo on LinkedIn and connect with other AI leaders.Upcoming Episodes: Check out the upcoming Everyday AI Livestream lineupWebsite: YourEverydayAI.comEmail The Show: info@youreverydayai.comConnect with Jordan on LinkedInTopics Covered in This Episode:Modulate Velma Voice Native AI Model OverviewTone, Emotion, and Intent in Voice AIDifferentiating Text vs. True Voice UnderstandingReal-World Voice AI Use Cases in Fraud DetectionSynthetic Voice and Deepfake Detection TechniquesEnsemble Listening Model (ELM) Technology ExplainedVoice AI for Customer Service and SupportTrust, Compliance, and Observability in Voice AI AgentsCost and Scalability Challenges for Voice AIFuture Impact of Voice AI on Customer RelationshipsTimestamps:00:00 "Modulate: AI That Understands Tone"06:15 "AI Use Cases Beyond Gaming"07:13 "Detecting Abuse and Fraud"13:19 Dynamic Model Orchestration Innovation16:22 "Context-Aware AI for Conversations"17:44 "Voice AI Transforming Customer Service"22:49 AI Accountability and Compliance Challenges25:36 AI, Customers, and Brand Trust28:05 "Enhancing Communication Through AI"Keywords: Voice AI, voice native AI, voice understanding, tone detection AI, intent detection, emotional AI, prosody analysis, real-time fraud detection, synthetic voice detection, AI guardrails, deepfake detection, customer support AI, call analysis, Send Everyday AI and Jordan a text message. (We can't reply back unless you leave contact info) Human-Level Voice Intelligence, 100x Faster. Try Velma from Modulate today.  Human-Level Voice Intelligence, 100x Faster. Try Velma from Modulate today. 

Eddie noticed that he was getting extra charges for things he was already paying for so he contacted customer support and was surprised by what they were telling him. It was in this moment that he channelled his inner Thor and went to get what he deserved

The majority of support teams are now using and investing in AI – but only a select group who've gone deep with their implementation are truly pulling ahead. Bobby Stapleton, Senior Director of Human Support at Intercom, sits down with Ruth O'Brien, Senior Director of AI Support at Intercom, to unpack the key findings from "The 2026 Customer Service Transformation Report." Together, they explore how deeper AI integration is driving measurable ROI, reshaping support roles, and freeing teams to focus on higher-value, more consultative work. For all the insights, download the full report here: https://www.intercom.com/blog/customer-service-transformation-report-2026/Follow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/ruthieob/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Eddie noticed that he was getting extra charges for things he was already paying for so he contacted customer support and was surprised by what they were telling him. It was in this moment that he channelled his inner Thor and went to get what he deserved

This week on the Oakley Podcast, host Jeremy Kellett interviews Martin Garsee about the realities of truck driver training, the mission of the National Association of Publicly Funded Truck Driving Schools (NAPFTDS), and the evolving landscape of industry regulations. The discussion covers training program structures, student recruitment, job placement, lifestyle challenges for drivers, the importance of professionalism and customer service, and adapting to new rules like English proficiency and automatic transmissions. Key takeaways include the value of networking in education, the need for realistic career expectations, the critical role of thorough, ongoing training for both new and experienced truck drivers, and so much more. Key topics in today's conversation include:Welcome to Today's Episode and Thank You to Sponsors (0:58)  Martin Shares His Background and Experience (4:46)  Discussing the National Association of Publicly Funded Truck Driving Schools (9:17)  Explaining Recruitment and Student Advertising Approaches 14:13)  Truck Driver Training Program Structure and Classroom Details (17:08)  Challenges of Over-the-Road Versus Local Trucking Work (19:21)  Turnover and Misconceptions in the Trucking Industry (21:02)  New Government Regulations and English Language Rules (25:21)  The Impact of Regulations on Training and Industry Operations (29:55)  Job Placement, Recruiters, and Company Training Partnerships (31:18)  Realities and Stages of Early Career Truck Drivers (35:06)  Importance of Professionalism and Personal Appearance (37:36)  Customer Service and Working With Clients in Trucking (40:06)  Shift to Automatic Transmissions in Trucking Programs (42:07)  How to Get Involved and Contact Information for Martin and Associations (44:42)Oakley Trucking is a family-owned and operated trucking company headquartered in North Little Rock, Arkansas. For more information, check out our show website: podcast.bruceoakley.com. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Several topics have been circling around recently, and I thought it would be a great opportunity to offer some thoughts about what is going on in several Disney park realms. Anything about Villains Land has people curious as to what is happening. This includes some work being done by The Haunted Mansion. We'll explore the rumors and conjecture on how this land will be laid out. Next we talk about Star Wars Galaxy's Edge. There have been announcements of not only new additions, timelines, and offerings being added not to Disney's Hollywood Studios version of this land, but at Disneyland. Finally, speaking of Disneyland have you seen Disneyland Handcrafted? This film done by Leslie Iwerks gives insights to what things looked like when Walt Disney determined he would open a brand new themed park concept in the space of a year of construction. This is a fascinating documentary with some terrific ideas, So join us for Disney Insights on Villains Land, Star Wars Galaxy's Edge and Disneyland Handcrafted. _____________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. Disney Insights Facebook Page--Come join and interact in conversation with others. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. ________________________________________________________ Check out Zanolla Travel to book your next vacation! David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #275, we welcomed Sagi Reuven, Chief Revenue Officer at Deepdub based in Tel Aviv, Israel. Deepdub is the enterprise voice infrastructure powering AI in production. Deepdub built their credibility in the most demanding voice environments in the world: Hollywood studios, global broadcasters, and premium content pipelines where voice quality, emotional accuracy, and reliability are non-negotiable.Deepdub enables zero-shot voice cloning, voice-to-voice, ADR, accent control, and ultra-low latency delivery designed for systems that operate live, at scale, and in front of real customers.Get started here> https://deepdub.ai/ FYI even better if you let them know that CXC sent you their way!In this episode, Sagi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #275 Highlight Reel:**1. Personalize for problems, not people.2. Keeping top talent by building smarter teams3. AI's impact on leadership & strategy4. The Partnership Economy is here5. Changes to prepare for in the work placeClick here to learn more about Sagi ReuvenClick here to learn more about DeepdubHuge thanks to Sagi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

How can pairing geniuses enhance the customer service experience?In episode 105 of the Working Genius Podcast, Pat and Cody dive deep into the world of customer service roles and enablement. They explore how unique combinations of working geniuses, such as enablement paired with discernment or tenacity, can enhance customer interactions and improve service outcomes. By aligning strengths with job demands, being authentic about one's abilities, and providing tailored solutions to customers, individuals can excel in customer service roles and find satisfaction in their careers.Topics explored in this episode: 00:00:47 – Types of Customer Service* Great customer service depends on the right mix of working geniuses* Enablement shines when helping others feels energizing, not draining00:04:46 – Discernment and Enablement* Discernment helps decode what customers actually mean* Enablement turns confusion into clear, helpful solutions00:06:35 – Tenacity and Enablement* Tenacity makes sure no email or question gets left behind * Enablement brings the drive to serve fast, fully, and well00:11:09 – Types of Employee Geniuses* Different genius types shape how people show up at work* Customer service thrives when roles match natural strengths00:24:22 – Choosing the Right Job* The wrong role leads to burnout, even if you're good at it* The right fit makes work sustainable and satisfyingThis episode of The Working Genius Podcast with Patrick Lencioni is brought to you by The Table Group: https://www.tablegroup.com. We teach leaders how to make work more effective and less dysfunctional. We also help their employees be more fulfilled and less miserable. The Six Types of Working Genius model helps you discover your natural gifts and thrive in your work and life. When you're able to better understand the types of work that bring you more energy and fulfillment and avoid work that leads to frustration and failure, you can be more self-aware, more productive, and more successful. The Six Types of Working Genius assessment is the fastest and simplest way to discover your natural gifts and thrive at work: https://workinggenius.me/about Subscribe to The Working Genius Podcast on Apple Podcasts (https://apple.co/4iNz6Yn), Spotify (https://open.spotify.com/show/3raC053GF5mtkq6Y1klpRU), and YouTube (https://bit.ly/Working-Genius-YouTube). Follow Pat Lencioni on https://www.linkedin.com/in/patrick-lencioni-orghealth, http://www.youtube.com/@PatrickLencioniOfficial, and https://x.com/patricklencioni. Be sure to check out our other podcast, At The Table with Patrick Lencioni, on Apple Podcasts (https://apple.co/4hJKKSL), Spotify (https://open.spotify.com/show/6NWAZzkzl4ljxX7S2xkHvu), and YouTube (https://bit.ly/At-The-Table-YouTube). Let us know your feedback via podcast@tablegroup.com. This episode was produced by Story On Media: https://www.storyon.co.

LOUNGE LIZARDS PRESENTED BY FABRICA5 - Brilliant Honduran Cigars - Visit Fabrica005.com and use code LIZARDPOD at checkout for 10% off THE ENTIRE STORE! Free worldwide shipping from Miami on all orders over $125. See website for more information and terms.SMALL BATCH CIGAR - SAVE 15% - Exclusive Cigar Retail Partner of the Lizards - Visit SmallBatchCigar.com and use code LIZARD15 for 15% off your order. Free shipping and 5% rewards back always. Standard exclusions apply. Simple. Fast. Small Batch Cigar.Recorded at Ten86 Cigars in Hawthorne, New Jersey, the Lizards pair the Aladino 85 Aniversario Reserva in Robusto with seven year aged Abuelo Rum from Panama. Klaas Kelner joins the Lizards to discuss the recently rated Kelner LE 80, the guys go back to their discussion on customer service, and, with some special guests, they finally complete Bam's Fundadores Auction Transaction.PLUS: Voice Memo on Memorable Smoking Moments in 2025, Abuelo's Rich Panamanian History, Dunbarton's New Year of the Release, Bam's Big Check & Does Alcohol Impair the Formal Lizard Rating?Join the Lounge Lizards for a weekly discussion on all things cigars (both Cuban and non-Cuban), whiskey, food, travel, life and work. This is your formal invitation to join us in a relaxing discussion amongst friends and become a card-carrying Lounge Lizard yourself. This is not your typical cigar podcast. We're a group of friends who love sharing cigars, whiskey and a good laugh.website/merch/rating archive: loungelizardspod.comemail: hello@loungelizardspod.com to join the conversation and be featured on an upcoming episode!instagram: @loungelizardspodGizmo HQ: LizardGizmo.com

“For faster service, try our customer service portal.” Big Tech's AI rush is the next step in stripping humanity from customer service – promising speed and efficiency. But the data shows something darker: collapsing trust, rising customer rage, and dehumanized systems people can't escape. In this episode of The Deep, Erika breaks down why we all hate AI customer service, who benefits, and why monopolies are betting you have nowhere else to go.Timestamps:0:00 - Intro: Customer service is broken2:33 - Why is customer service worse than ever?5:19 - Corporations sacrifice human touch for scalability 8:43 - A race to the bottom10:03 - Surveys show customers despise AI support12:06 - The psychology behind why customers hate it14:48 - Conclusion: Resisting fatalismSubscribe to the LOOPcast on YouTube: https://www.youtube.com/@theLOOPcastSources:Banks, Alex (@alexbanks). “Note on AI and Attention.” Alex Banks (Substack), June 2, 2025. Accessed January 5, 2026. https://substack.com/@alexbanks/note/c-192787692?utm_source=notes-share-action&r=1htswx.Customer Experience Dive. “Klarna Reinvests in Human Talent for Customer Service as AI Chatbot Use Grows.” Customer Experience Dive, April 15, 2025. Accessed January 5, 2026. https://www.customerexperiencedive.com/news/klarna-reinvests-human-talent-customer-service-AI-chatbot/747586/.HBR Editors. “Fixing Chatbots Requires Psychology, Not Technology.” Harvard Business Review, May 2025. Accessed January 5, 2026. https://hbr.org/2025/05/fixing-chatbots-requires-psychology-not-technology.StoryBoard18 Staff. “Human Touch Trumps AI: 88% of Consumers Prefer Human Agents for Customer Service.” StoryBoard18, October 22, 2025. Accessed January 5, 2026. https://www.storyboard18.com/digital/human-touch-trumps-ai-88-consumers-prefer-human-agents-for-customer-service-78916.htm.The Agent Architect (@theagentarchitect). “AI Customer Service Con: Customer Abandonment.” The Agent Architect (Substack), November 11, 2025. Accessed January 5, 2026. https://theagentarchitect.substack.com/p/ai-customer-service-con-customer-abandonment.Unknown Author. “Title Not Provided.” Substack, (p-171273784), 2025. Accessed January 5, 2026. https://substack.com/home/post/p-171273784.

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