Podcasts about Customer experience

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

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

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

Customer transactions travel a road of various micro-experiences (transactional components) that shape buyer's opinions, perceptions, repeat and referral business. Collectively, these components are called Experience Events (EE). Are your identifying these events? Are you managing these events for customer-pleasing delivery? If not, you may unknowingly be waving goodbye to healthy repeat and referral business. Perhaps today can be the beginning of your Experience Event journey?Support the show

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

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

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

Today's interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University's Goizueta Business School, an author and the co-host of The Intuitive Customer Podcast with Colin Shaw. Ryan joins me today to talk about his new book (The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things), why an obsession with growth can be counterproductive, what the heck SRM is, why marketers should be thinking about customer segment compatibility and what happens when a brand serves incompatible segments, amongst other things. This interview follows on from my recent interview – Employee understanding and cracking the code of a better employee experience – Interview with Annette Franz – and is number 547 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

The rise of structure software fueled globalization by streamlining operations across borders. Now, Cloud and AI are accelerating this momentum, enabling faster innovation, smarter decision-making, and scalable growth. By modernizing ERP with intelligent technologies, organizations can stay agile, competitive, and ready for the next wave of global transformation.This week, Dave, Esmee and Rob talk to Timo Elliott, Innovation Evangelist at SAP, to explore how SAP is driving globalization—and how organizations can accelerate innovation through the power of Cloud and AI. TLDR00:55 Introduction of Timo Elliott02:40 Rob shares his confusion about misleading online ads08:06 In-depth conversation with Timo46:32 Rethinking control in enterprise systems1:00:00 Brunch at a Paris café or joining an event?GuestTimo Elliott: https://www.linkedin.com/in/timoelliott/HostsDave Chapman: https://www.linkedin.com/in/chapmandr/Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ProductionMarcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/Dave Chapman: https://www.linkedin.com/in/chapmandr/SoundBen Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/'Cloud Realities' is an original podcast from Capgemini

In this episode, you'll meet Mariena Quintanilla, a Los Angeles-based career flipper who proves you can pivot, even within the same industry.After spending nearly two decades in tech, moving through roles in software engineering, product management, solutions architecture, and customer experience (plus navigating a layoff), Mariena had a realization: she didn't want to keep climbing the corporate ladder but she still loved tech.So, she made the leap. Today, Mariena runs Mellonhead.co, an AI education and consulting company helping others make sense of emerging technology.In our conversation, we talk about:The inner work that happens before, during, and after a big leapBuilding a financial safety net and jumping anywayThe identity shifts that come with walking away from a titleWhy knowing who you are matters more than knowing where you're goingMariena doesn't sugarcoat the messy middle. She shares what it really felt like to start over, the fears she faced, and the courage it took to rebuild on her own terms.Connect with MarienaLinkedIn: https://www.linkedin.com/in/mariena/Website: https://mellonhead.co/ 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?

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

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

In this episode of the Ecommerce Coffee Break Podcast, we explore how AI is revolutionizing the way e-commerce brands expand into new markets. Join us as we chat with Bryan Murphy, CEO of Smartling, about the transformative power of AI in translation and localization. Discover how brands can now create a seamless, localized shopping experience for customers worldwide, breaking down barriers and boosting conversion rates. Tune in to learn about the latest AI advancements and how they can give your business a competitive edge in the global market. Topics discussed in this episode:  Why localizing content creates better customer experiences. How Smartling automates translation with AI. What 87% of consumers expect in online shopping. Why continuous localization matters for Shopify stores. How AI cuts translation time and costs. What Smartling does to grow global reach. Why language impacts buying decisions. How ASOS boosted conversions with Smartling. What's next for AI in e-commerce localization. Why e-commerce brands should adopt AI localization. Links & Resources Website: https://www.smartling.com/Shopify App: https://www.smartling.com/integrations/shopifyLinkedIn: https://www.linkedin.com/in/bryanmurphy2/Get access to more free resources by visiting the show notes athttps://tinyurl.com/2praxfn6MORE RESOURCES Subscribe to our FREE Newsletter: https://newsletter.ecommercecoffeebreak.com/ Free Store Optimization Beginners Guide: Instant PDF Download!

Lauren Pufpaf, COO and Co-Founder of Feed Media, joins us to explore how music is far more than just background noise — it's a potent driver of customer emotion, behavior, and loyalty. Lauren reveals how brands like American Eagle and fitness platforms are using curated music to create “sticky” digital experiences that boost engagement and conversions. The conversation dives into the neuroscience behind why music works so effectively in CX and how the right sound strategy can elevate everything from retail apps to telehealth waiting rooms. Hit play and discover how your brand might be missing out on a powerful emotional trigger.

 Join UC Today's Kristian McCann as he talks with Joe Gillis, Senior Vice President of Sales and GVC & Strategic Growth about New Era Technology and their solutions and market insights.In this comprehensive interview, Gillis shares his thoughts on the power of partnerships, the evolving world of AI, and how New Era is tackling the challenges of delivering seamless service on a global scale. If you're interested in understanding how a leading systems integrator helps companies stays agile and future-ready, then tune in to hear the following:Learn how New Era grew into a 4,500-employee powerhouse spanning 180+ countries and seamlessly integrates acquisitions into its strategy.How AI is being incorporated into customer solutions, making workflows faster, more insightful, and more cost-effective.The differences in New Era's mid-market vs. enterprise offerings and the tailored support that large-scale companies demand.How the company fosters a transparent, collaborative culture that embraces feedback and continuous adaptation to stay competitive.

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

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

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

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

Verizon's customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast, I'm joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from network operations to product and marketing. Today he's leading Project 624, the company's largest customer experience transformation yet. In this episode, we cover: ✔️ Why Verizon focused AI on employee pain points first ✔️ How they analyzed the root causes of churn and sales drop-off ✔️ The strategy behind opening 400+ new retail stores ✔️ Why they created a Customer Champion team to resolve long-tail service issues ✔️ How data, EX, and AI fuel continuous CX transformation This episode is packed with takeaways for CX leaders navigating AI, change management, and complexity at scale. Brian's approach is smart, grounded, and refreshingly tactical.

In this episode of Grow a Small Business, host Troy Trewin interviews Nelly Gal, founder of Live Vibrant Wellness & Esthetics, who shares her incredible story of going from $0 to building a $2M+ med spa business in just four years. Nelly opens up about supporting 12 family members back in Cuba, working only three days a week, and how she overcame burnout while scaling her clinic. She dives into the mindset shifts that helped her grow, the power of trusting her team, and why true success means having wealth without sacrificing joy or health. It's a must-listen for entrepreneurs, especially women, seeking inspiration to build a thriving business and life on their own terms. Other Resources: When should a growing small business have a Board of Directors or Advisors?en should a growing small business have a Board of Directors or Advisors? Get a return from an effective Chairperson of a Board Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? According to Nelly Gal, the hardest part is changing your own mindset and truly believing in yourself. She says overcoming self-doubt and imposter syndrome is tougher than any operational or financial challenge. What's your favorite business book that has helped you the most? Nelly Gal shares that Traction by Gino Wickman has been one of the most impactful books for her business journey, along with favorites like Atomic Habits and The 4-Hour Workweek. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Nelly Gal reveals that her biggest resource lately is actually ChatGPT and exploring AI tools. She's also invested in learning platforms like the app Cursive to deepen her knowledge of AI and tech for business. What tool or resource would you recommend to grow a small business? Nelly Gal strongly recommends having a solid CRM like Go High Level, using QuickBooks for finances (handled by her accountant), and above all — mastering AI tools like ChatGPT to save time and unlock new strategies. What advice would you give yourself on day one of starting out in business? Nelly Gal would tell her younger self: keep going, it gets better. Believe in yourself, stay patient, and know that you're far more capable than you think — your hard work will create something that feeds people, brings joy, and changes lives. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! 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.     Quotable quotes from our special Grow A Small Business podcast guest: Success isn't a number in your bank account — it's working three days a week, caring for your family, and living without burnout — Nelly Gal Trust your gut when hiring; the wrong person in the wrong seat will cost you more than you can imagine — Nelly Gal Invest in ads, invest in your team, and most importantly, invest in yourself — because your growth is the foundation of your business — Nelly Gal

On this episode of the Customers First Podcast, I engage in an insightful conversation with Alexis Boyett, a dynamic entrepreneur whose career encompasses modelling, acting, and immersive experience design. As the founder of Company with Character and The Bippity Platform, Alexis embodies a vision rooted in connection, creativity, and empowerment, guiding individuals to forge deeper connections with themselves and one another. Our dialogue traverses her unique journey, starting from her early days in Los Angeles, where she sought validation through modelling and acting after overcoming past bullying experiences.    Alexis shares the transformative moment she realized the importance of authenticity while on set with A-list celebrities. Her engaging anecdotes showcase that even those in the limelight experience vulnerability and awkwardness, making them beautifully human. As she delves into the pivotal shift from pursuing fame to recognizing her true impact through character entertainment, Alexis highlights her discovery of professional princessing – an avenue that not only reignited her passion for performance but also instilled her with the profound realization of how storytelling can significantly shape children's lives.    Taking her experience to the next level, Alexis founded her nationwide company focused on character entertainment, integrating anti-bullying messages into her performances. However, the onset of the pandemic prompted her to reassess her path. After selling her company to her performers, she launched Bippity, the first business and personal development platform aimed at character entertainers. We explore her passion for bringing character entertainment into corporate spaces, as she introduces innovative offerings like the Holiday Cheer Calendar that evoke joy and creativity among teams.   We also discuss the nuances of entrepreneurship, particularly the challenges creative individuals often face in distinguishing their business from their own personal value. Alexis emphasizes the importance of viewing business as a creative expression rather than an extension of self-worth, allowing for growth and innovation without emotional entanglements. Through this lens, she offers poignant insights into maintaining alignment with one's values while navigating the complexities of building a sustainable business.   The culmination of our conversation reveals the essence of her work, encouraging individuals to embrace their authenticity and diminish the fear of failure. In closing, Alexis leaves us with a powerful reminder of the importance of making magic and believing in one's unique light. This episode is a deeper exploration of how creative entrepreneurship and personal authenticity can intersect, creating opportunities for connection and growth in both personal and professional spheres.   Alexis' Contact Information: Website: https://www.thecompanywithcharacter.com LinkedIn: https://www.linkedin.com/company/thecwc/ Instagram: @thebippityplatform   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future.   Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!  

Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX's biggest myths: that delight always wins.Many brands, especially in B2B, utilities, or financial services, build trust not through flashy moments but through consistent, dependable service. We explore how neglected touchpoints, like billing or scheduling, can become powerful moments of emotional connection when approached with a bit of personality and care.You'll also learn how to build an “emotional bank account” that pays off during service hiccups, and why small, intentional improvements can be more impactful than chasing viral wow moments. Think TSA's surprisingly fun social media presence as inspiration.Tune in to rethink what really drives customer trust—and how your brand can strike the right balance between consistency and creativity.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comWhat Are Micromoments & Why Are They So Important? -- https://experienceinvestigators.com/customer-journey-maps/tedx-jeannie-walters/Download the free CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookWant 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/)

Hosts Lois Houston and Nikita Abraham continue their discussion with Mitchell Flinn, VP of Program Management for the CSS Platform, by exploring how Oracle Cloud Success Navigator helps teams align faster, reduce risk, and drive value.   Learn how built-in quality benchmarks, modern best practices, and Starter Configuration tools accelerate cloud adoption, and explore ways to stay ahead with a mindset of continuous innovation.   Oracle Cloud Success Navigator Essentials: https://mylearn.oracle.com/ou/course/oracle-cloud-success-navigator-essentials/147489/242186 Oracle University Learning Community: https://education.oracle.com/ou-community LinkedIn: https://www.linkedin.com/showcase/oracle-university/ X: https://x.com/Oracle_Edu   Special thanks to Arijit Ghosh, David Wright, Kris-Ann Nansen, Radhika Banka, and the OU Studio Team for helping us create this episode. ----------------------------------------------------------------- Episode Transcript: 00:00 Welcome to the Oracle University Podcast, the first stop on your cloud journey. During this series of informative podcasts, we'll bring you foundational training on the most popular Oracle technologies. Let's get started! 00:25 Lois: Welcome to the Oracle University Podcast! I'm Lois Houston, Director of Innovation Programs with Oracle University and with joining me today is Nikita Abraham, Team Lead of Editorial Services.  Nikita: Hi everyone! In our last episode, we gave you a broad overview of the Oracle Cloud Success Navigator platform—what it is, how it works, and its key features and benefits. Today, we're continuing that discussion with Mitchell Flinn. Mitchell is VP of Program Management for Oracle Cloud Success Navigator, and in this episode, we're going to ask him to walk us through some of the core components of the platform that we couldn't get into last week. 01:04 Lois: Right, Niki. Hi Mitchell! You spoke a little about Cloud Quality Standards in our last episode. But how do they contribute or align with the vision of Oracle Cloud Success Navigator?  Mitchell: The vision for Navigator is to support customers throughout every phase of their cloud journey, providing timely advice to help improve outcomes to reduce cost and increase overall value. This model is driven through Oracle Cloud Quality Standards. These standards are intended to improve the transparency and collaboration between customer, partner, and Oracle members of a project. This is a project blueprint to include the ability for business and IT users to align on project coordination, expectations, and ultimately drive tighter alignment. Tracking key milestones and activities can help visualize and measure progress. You can build assessments and help answer questions so that at the right time, you have the right resources to make the right decisions for an organization. Cloud Quality Standards represent the key milestone dates and accomplishments along the journey. You can leverage these to increase project transparency, reduce risk, and increase the overall collaboration. Cloud Quality Standards are proactive list of must haves leveraged by customers, partners, and Oracle. They're a collection of knowledge and lessons learned from thousands of implementations globally. Cloud Quality Standards are partner agnostic and complimentary to all SI methodologies and tool sets. And they've been identified to address delivery issues before they happen and reduce the risk of implementations. 02:34 Lois: Ok, and a crucial component of Oracle Cloud Success Navigator is Oracle Modern Best Practice, or OMBP, right? Can you tell us more about what this is?  Mitchell: Oracle Modern Best Practices are based on distilled knowledge of our customers' needs gained from 10,000 successful delivery projects. They illustrate the business process components and their optimization to take advantage of the latest Oracle applications and technologies. Oracle Modern Best Practices comprise industry best practices and processes powered by Oracle technology. Engineered in Fusion Applications, OMBPs simplify and streamline workflows. They enable organizations to leverage modern, efficient, and scalable practices. As we align our assets with OMBPs, there's a stronger connection between global process owners and business process innovation within a customer's organization. 03:21 Nikita: And how do they help deliver end-to-end success for businesses?  Mitchell: An OMBP approach involves a digital business process, so evolving and adapting in real time to changing market dynamics. End-to-end across the organization, so we're breaking down silos and ensuring there's operational agility and a seamless collaboration between departments. We're leveraging emerging technologies, so utilizing AI, other cutting-edge technologies to automate routine tasks, enabling greater human creativity and unlocking new value and insights. And radically superior results, driving a significant improvement in measurable outcomes. OMBPs are dynamic, and when regularly updated, they meet evolving customer needs and technologies. They're trusted, tested, and validated by Oracle experts and publicly available and download on oracle.com. If you go to oracle.com and search modern best practice, you'll find more detailed introduction to Oracle Modern Best Practices. You'll also find Oracle Modern Best Practice business processes for domains such as ERP, EPM, Supply Chain, HCM, and Customer  Experience. We also have Oracle Modern Best Practices for specific industries. 04:25 Nikita: What are the key benefits of OMBP? Mitchell: Revolutionary new technologies are available for organizations and business leaders. You might wonder how existing business processes are optimized with old technology and how they can drive the best solution. With more emerging technologies reaching commercial availability, existing best practices become outdated. And to stay competitive, organizations need to continuously innovate and incorporate new technology within their best practices. In Oracle's definition of OMBPs, common business processes are considered historic input, but we also factor in what could be done with new technologies. And based on this approach, Oracle Modern Best Practices help us evolve with the organizational needs as market dynamics change, work end to end across organizations to eliminate department silos and ensure agility. It allows us to use technologies such as AI to automate the mundane and unlock human creativity for new value and insight. This allows us to incorporate next generation digital technologies to enable radically superior, measurable results. To achieve these, Oracle makes use of key differentiators such as analytics and AI and machine learning. Analytics are also known as business intelligence provides you with information in the form of pre-built dashboards, showing your key metrics in real time. Embedded analytic capabilities enable you to monitor business performance and make better decisions. 05:44 Lois: And what about AI and machine learning? Mitchell: These focus on building systems that learn or improve performance based on the data that they consume. Smart digital assistants, recommendation engines, predictive analytics, they're all used within AI and machine learning to help organizations automate operations and drive innovation, and ultimately make better decisions faster. 06:02 Nikita: Mitchell, let's move on to the Starter Configuration. Can you explain what it is and how it helps during a cloud implementation? Mitchell: Starter Configuration is a predefined configuration of Oracle Cloud Applications aligned with the Oracle Modern Best Practices. It's very comprehensive and includes business processes in several domains, such as ERP, HCM, Supply Chain, EPM, and so on. It includes sample, master, and transactional data, and predetermined usernames, which aligns and tests based on the same use cases you saw in Oracle Modern Best Practices in Cloud Success Navigator. Customers can request deployment of a Starter Configuration into their test environment. Oracle will run an automated process for replicating the configuration, master data, transaction data, and predetermined usernames from Oracle to the Oracle Cloud Applications Test Environment of the customer's choice. For best user experience, customers can add a basic level of personalization, such as their customer name, limited number of employees, suppliers, customers, and a few other items. Starter Configuration's delivered with predetermined step guides for comprehensive set of use cases. Using these, customers can relay the same use cases they've seen in Oracle Modern Best Practices and Success Navigator. In the Oracle Cloud Applications Test Environment Customer, we've been able to enable an in-app guidance using Oracle Guided Learning. This helps to make it easier for navigation through the business processes supported by the application. Oracle can deploy the Starter Configuration in days, not weeks or months, which means the implementation partners don't need to invest time and effort for the first configuration of an Oracle Cloud Application environment before they can even get the chance to show it to a customer. In turn, once Starter Configuration is deployed, it's ready to be used for solution familiarization and design activities. Using Starter Configuration of Oracle Cloud Applications early in the cloud journey will offer several benefits to customers. 08:00 Lois: What are these benefits? Mitchell: The first, it helps to cut down on environment configuration time from several weeks or months to potentially just days. Next, implementation partners can engage stakeholders early, and get them familiar with Oracle Cloud Applications, especially those that maybe have never participated in the sales cycle. Because customer stakeholders actually see what Oracle Cloud solutions might look like in the future, it becomes easier to take design decisions. Starter Configuration provides hands-on familiarization with Oracle Cloud Applications and Oracle Leading Practices. This makes it easier to understand what leading practices and standard features can be adopted to support future business processes. It also reduces the level of customization and accelerates implementation. 08:45 Transform the way you work with Oracle Database 23ai! This cutting-edge technology brings the power of AI directly to your data, making it easier to build powerful applications and manage critical workloads. Want to learn more about Database 23ai? Visit mylearn.oracle.com to pick from our range of courses and enroll today!   09:10 Nikita: Welcome back! Mitchell, how can customers and implementation partners best use the Starter Configuration?  Mitchell: Customers and implementation partners will work in close collaboration to make the implementation successful. Hence, Oracle recommends that customers and implementation partner discuss how the best use of Starter Configuration will take place. This is one of the key activities in the mobilize stage of the cloud journey. First, Oracle recommends to use Starter Configuration to prepare the customer stakeholders for the project. Customer stakeholders who participate in the project should go to the Oracle Modern Best Practice section of Success Navigator platform in order to learn more about the modern best practices, business processes, personas, leading practices, and use cases. Project team can request Starter Configuration early in the project to allow customer stakeholders to get their hands-on experience with performing use cases in the Starter Configuration. Customer stakeholders will perform use cases in Starter Config to learn more about modern best practices. They'll use the step-by-step guides and Guided Learning to easily perform the use cases within the Starter Configuration. This is how they'll visualize use cases in Oracle Cloud Applications and get a good understanding of Oracle Modern Best Practices. Next, mobilize stage of the journey, project team can use Starter Configuration to visualize the solution and make design decisions with confidence. First, by requesting Starter Configuration, implementation partners can engage stakeholders early and create the space to get familiar with Oracle Applications. This applies especially to those that may have not participated during the sales cycle. You could personalize Starter Configuration to enhance the user experience to help the customer connect to the application and, for example, change the company name, the logo, few supplier names, customer names, employee names, etc. And implementation partners are going to be able to run sessions to familiarize the customer with modern best practices and show how cloud applications support use cases. For structured guidance, the implementation partners can use the step guides. It includes screenshots of OGL within cloud applications environments. And you could run design workshop and use Starter Configuration, show and explain which design decisions must take place to define a customer-centric configuration. Finally, you can show use cases that help you explain what the impact of design decisions might be. 11:20 Lois: Mitchell, before we wrap up, can you take us through how the Release Readiness features facilitate innovation?  Mitchell: In order to innovate with the Release Readiness features, it's important to learn about the new features in a one-stop shop, and then connect with the capability. The first item is to be able to find and familiarize yourself with the content as they exist within Release Notes. From there, it's important to be able to actually experience those items by looking at the text, and pictures, and the Oracle University videos that we provide in the Feature Overviews, as well as additional capabilities that will be coming with the Navigator in the preview environment, your ability to get your hands on in a demo experience through Cloud Success Navigator. Furthermore, it's important for you to be able to explore across theme-based items, which we call Adoption Centers, currently ready for AI in Redwood. This gives you the ability to span across Release Notes and different releases in order to understand the themes of the trends around AI and Redwood, and how those capabilities in our technology can advance your innovation in the Cloud. And finally, you need to be able to understand those opportunities based off of business processes, data insights, and industry benchmarks. That way, you can understand the capabilities as they exist, not just for your business specifically, but in the context of the broader industry and technology trends. From there, it's important for you to then think about your ability to collaborate to drive continuous innovation. We want to be able to leverage Cloud Success Navigator to drive collaboration to increase confidence across all members of the project team, whether it be you as a customer, our partners, or the Oracle team. It should also be able to drive an increased efficiency within decision making, driving greater value and readiness as you think about the proposed adoption changes. Finally, we want to think about the ability to reduce cycles related to features and decisions so that you can more quickly adapt, and adjust, and consume innovations as they're produced on a quarterly basis.  13:09 Nikita: I think we can end with that. Thank you so much, Mitchell, for taking us through the Navigator platform. Lois: And if you liked what you heard today, head over to mylearn.oracle.com and take a look at the Oracle Cloud Success Navigator Essentials course to learn more. It's available for free! Until next time, this is Lois Houston…. Nikita: And Nikita Abraham, signing off! 13:33 That's all for this episode of the Oracle University Podcast. If you enjoyed listening, please click Subscribe to get all the latest episodes. We'd also love it if you would take a moment to rate and review us on your podcast app. See you again on the next episode of the Oracle University Podcast.  

Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal what to do instead—clear, actionable insights that challenge outdated thinking and support long-term growth.  Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

In this episode of the CX Tipping Point Podcast, Martha Dorris sits down with James McCament, Chief Digital Transformation Officer, and Janet Pence, Customer Experience Lead at U.S. Customs and Border Protection (CBP), to explore how CBP is transforming its service delivery, operations, and customer experience through innovation and technology.Fresh off being named the 2025 Service to the Citizen Government Executive of the Year, James shares insights into CBP's complex mission, from border security and trade facilitation to counterterrorism, and how digital transformation and AI are playing a critical role. Janet adds her perspective from decades of experience at CBP, including leading customer experience and trade support efforts.Together, they discuss:CBP's Experience Office and human-centered service modelAutomation that cut 3+ million customer burden hours in FY2024AI-driven tools that detect contraband and speed up processingSuccession planning and upskilling across CBP's vast workforceStrong cross-agency partnerships, including with the FDAPublic reaction insights and the future of digital governmentThis episode offers a behind-the-scenes look at one of the largest law enforcement agencies in the country—and how it's innovating for a safer, smarter, and more customer-focused future.Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

Send us a textClick here to subscribe to The Brian Wright Show Podcast Click here to subscribe The Brian Wright Show YouTube Station Click here to subscribe to the New Patient Group YouTube Station.Click here to register you and your team for NPG Iconic. Click here to schedule free consultation with New Patient Group and/or WrightChat The gap between knowing and doing might be the single greatest predictor of success in business and life. In this thought-provoking episode, Brian Wright tackles the dangerous misconception that gathering information alone leads to progress.Have you ever found yourself researching, planning, and preparing for so long that you never actually take the first step? You're experiencing what psychologists call the "Deep Dive Effect" – the tendency to seek excessive information before taking action, often resulting in decision paralysis or missed opportunities. Brian shares the eye-opening story of meeting a young man who had spent two years preparing to launch a podcast without recording a single episode, perfectly illustrating how knowledge without implementation becomes wasted potential.The most successful business leaders don't wait for perfect information. They adopt a "ready, shoot, aim" approach – launching initiatives quickly, learning from real feedback, and refining as they go. Meanwhile, their competition remains stuck in research mode, paralyzed by contradicting advice and information overload. This pattern proves especially challenging for professionals with analytical minds, like clinicians or engineers, whose training emphasizes precision over action.What truly sets top-performing businesses apart isn't superior knowledge but superior implementation. While the masses flock to marketing seminars, the elite few obsess over creating remarkable customer experiences that turn clients into advocates. They build systems that differentiate their business at every touchpoint, recognizing that external competition isn't their real challenge – their ability to implement knowledge effectively is.Remember: your greatest competitor isn't the new business opening down the street. It's your willingness to act on what you know, even imperfectly. Start with small steps, learn through implementation, and understand that knowledge without action is just expensive education. Your success depends not on what you know, but on what you do with what you know.New Patient Group - The Employee & Patient Experience Co.A company designed to help orthodontists, dentists and other types of Doctors create a practice that dominates the new economy. Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  - Leadership- Sales Fundamentals- Hospitality- Consumer Psychology- Verbiage- Presentation- Many More Learn How to Apply the Skill Sets Above to each of the following:- Existing Patient Experience- New Patient Experience- New Patient Phone Call- Existing Patient Phone Call- Digital Workflow- Treatment Coordinator Exam- Doctor Exam- Financial Presentation- Pending Treatment FollowUp- Handling and Overcoming Objections - Trust & Communication Transfers - Digital Marketing- Patient Compliance- Clinical Assistant Chair Side Conversations- Clinical Assistant Conversation with Parents - Re

AWS partners Automation Anywhere, Qlik, and Vectra.ai discuss revolutionizing customer experience through generative AI, sharing real-world implementations in automation, analytics, and cybersecurity applications. Topics Include:AWS Technology Partnerships panel on agentic AI implementationThree AWS partners share real-world AI deployment experiencesAutomation Anywhere automates end-to-end business processes with agentsVectra.ai uses autonomous agents for cybersecurity threat detectionQlik applies generative AI across their data platform portfolioCustomer service automation handles L1 support requests efficientlyUtility company processes 144,000 complaints annually using agentsRegulatory compliance improved through faster complaint resolution workflowsCybersecurity agents reduce threat detection time by 50-60%Triage, correlation, and prioritization handled by autonomous agentsSignal fatigue reduced through intelligent alert filtering systemsNatural language queries enable faster business decision makingSales AI agent provides competitive information during callsAWS Marketplace reduced 7,000 weekly tickets to zero2023 was proof-of-concept year, 2024 focuses production deploymentAWS Bedrock integration seamless with existing data repositoriesModel optionality crucial for different use case requirementsAgility most important capability in generative AI journeyCode abandonment becomes acceptable due to rapid innovationMaximum team size of 10 people maintains development agilityTargeted solutions outperform broad platform capabilities in adoptionImplementation expertise becomes bottleneck for customer scaling effortsNatural language interaction patterns completely shifted user behaviorKeywords searches replaced by conversational query approachesResponsible AI committees review decisions and establish principlesSecurity considerations balance speed with responsible deployment practicesBad actors adopt generative AI faster than defendersExplainability requirements slow feature rollout but ensure auditabilityMulti-modal deployments use different models for specific casesFuture trends include AI-powered business process outsourcingParticipants:Peter White – SVP, Emerging Products, Automation AnywhereRyan Welsh – Field CTO - Generative AI, QlikJohn Skinner – Vice President Corporate/Business Development, Vectra.aiChris Grusz – Managing Director for Technology Partnerships, AWSFurther Links:Automation Anywhere in AWS MarketplaceQlik in AWS MarketplaceVectra.ai in AWS MarketplaceSee how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/

For Patrick Ta Beauty, the key to growth isn't just great marketing — it's an experience that educates, inspires and converts.In this episode of Retail Remix, host Nicole Silberstein chats with Heidi Lim, VP of Ecommerce at Patrick Ta Beauty. With experience leading digital growth at brands like ThirdLove, Estée Lauder and Fashion Nova, Heidi shares how she's now helping Patrick Ta Beauty stand out in the crowded, trend-driven beauty market. From breaking through the noise on TikTok to building smarter marketing flows, she reveals what it really takes to scale a prestige beauty brand today.Together, they discuss:How the brand turns product education into a powerful driver of conversion and trust;Why a diversified channel mix — DTC, Sephora, TikTok Shop — is key to building both reach and resilience;What makes creator partnerships work — and how to keep them aligned with your brand story;How the team achieved 8X year-over-year growth during BFCM by doubling down on retention;PLUS the beauty trend you'll be hearing about all summer. RELATED LINKSExplore Patrick Ta Beauty's latest products and digital experiencesRead more about ecommerce innovation at Retail TouchPointsCheck out past episodes of Retail Remix

Watch on YouTube.In this July 2025 edition of the Microsoft Teams News Show, co-hosts Rob Scott and Kristian McCann of UC Today are joined by Tom Arbuthnot (Empowering.Cloud) and an expert panel featuring Kevin Kieller, Ryan Herbst, and Josh Blalock. Together, they unpack a transformative month for Microsoft Teams, from sweeping layoffs to rapid Copilot deployment and rising data sovereignty concerns.Microsoft enters its new fiscal year with bold moves—cutting roles, re-aligning priorities, and pushing harder on AI. Tom Arbuthnot details the internal shakeups and how they're tied to the company's CoPilot-first vision. One of the biggest headlines? Barclays Bank's rollout of 100,000 M365 Copilot licenses—one of the largest deployments to date.The panel also dissects the end of Teams Classic, enhanced tools for IT pros, and the strategic launch of real-time voice Copilot across platforms. Meanwhile, Europe's pushback on data sovereignty, including a German municipality's exit from Teams, hints at larger geopolitical tensions in cloud tech. It's an unmissable update filled with practical takeaways and expert insights.Discussion Highlights:Microsoft's FY25 kickoff: Layoffs, new roles, and renewed focus on AI and agentic capabilitiesEnterprise AI at scale: Barclays rolls out 100,000 Copilot licenses and what that means for adoptionTeams Classic sunset, new IT health dashboards, and AI-powered Teams Room administrationEuropean data sovereignty challenges and Microsoft's “M365 Local” and sovereign cloud responsesNext Steps:For deeper dives into Copilot, agentic AI, and what's next in FY25, don't miss the Microsoft Partner Kickoff on July 22 and the Copilot Fireside Chat on July 31.Thanks for watching, if you'd like more content like this, don't forget to SUBSCRIBE to our YouTube channel.You can also join in the conversation on our Twitter and LinkedIn pages.Join our new LinkedIn Community Group.

In this episode of the Investor Fuel podcast, host Michelle Kesil interviews Peter Mancini, a real estate professional from Penreality in Brooklyn. Peter discusses his approach to providing a customer-led experience in real estate, emphasizing the importance of trust, communication, and adaptability in navigating the complexities of real estate transactions. He shares insights on building relationships, the challenges of the industry, and his goals for expanding his business while maintaining a focus on client satisfaction. Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

What if the secret to sustainable growth isn't just a better product—but better alignment? In this episode, Strategic Revenue Enablement Consultant Luis Baez—with experience at Tesla, LinkedIn, Google, and Uber—joins host Chris McNeil to explore how Strategic Thought Leadership meets sales, operations, and customer experience. Luis shares his pivot from corporate sales leadership to helping founders and teams scale with clarity and integrity. Discover how aligning internal messaging with the customer's actual language, diagnosing before prescribing, and building capacity with intention can transform how you grow. You'll also learn his BOO Framework (Business Order of Operations)—a repeatable model for sequencing product, sales, operations, and marketing to avoid burnout and scale sustainably. What this episode will do for you: - Understand how customer-centric alignment fuels strategic growth - Learn to avoid scaling dysfunction through proper diagnosis - Explore Luis's BOO framework to structure sustainable success - Discover how to unify messaging across departments in customer language - Get inspired by Luis's mission to empower entrepreneurs and uplift communities Curated transcript, links, and bonus resources at: https://www.thoughtleadershipstudio.com/b/podcast/Strategic-Revenue-Alignment-with-Luis-Baez Get Your Free Intro to the Upcoming Industry-Defining Book Strategic Thought Leadership at https://strategicthoughtleadership.com

Eye-opening episode of SyncSpider's eCom Ops Podcast, with Richard Harris, CEO of Black Crow AI , a leading AI-driven e-commerce optimization platform. Discover how to revolutionize your e-commerce business by leveraging the power of artificial intelligence to predict user value, personalize customer experiences, and optimize your marketing strategies. Learn the common mistakes made in the industry and get valuable insights on influencer marketing and practical advice for implementing AI solutions. Don't miss this episode if you want to level up your e-commerce game and tap into the full potential of AI-driven growth!

Does your brand deliver answers faster than your customer can send a text message? Agility in CX is about answering customers before they finish the thought. If you can't evolve at that pace, you're already behind. Today we're going to talk about what Verint's brand‑new 2025 State of Customer Experience report tells us about loyalty, automation, and the thin line between keeping and losing a customer. To help me discuss this topic, I'd like to welcome Anna Convery, Chief Marketing Officer at Verint. About Anna Convery Anna Convery serves as Chief Marketing Officer of Verint. Anna joined Verint in March 2025 with more than 20 years of experience in enterprise technology marketing, product management, and sales. Anna has global responsibility for all Verint marketing functions, with a focus on market growth, industry positioning, and revenue generation. She is a recognized advocate for STEM education and professional development for women and girls. Resources Verint: https://www.verint.com https://www.verint.com This episode is brought to you by Verint, a leader in customer experience automation. The world's most iconic brands – including more than 80 of the Fortune 100 companies – rely on Verint AI technology for customer care. Learn more here: https://www.verint.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Get a copy of the Verint State of CX Report: https://www.verint.com/resources/the-state-of-customer-experience-2025/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Jaz Fenton and Jamil Bhuya of Otherhalf Studio share lessons on design, resilience, and building businesses as partners in work and life.For more on Otherhalf Studio and show notes click here. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Offering diverse insurance products isn't just about additional revenue streams—it's about building unbreakable customer relationships, especially when economic uncertainty has people questioning every financial decision. We explore how forward-thinking financial institutions are evolving beyond traditional banking to become true partners in financial wellness, utilizing insurance as a bridge to deeper, more meaningful customer engagement. I'm joined on the Banking Transformed podcast by two industry experts: Erin Allen, Vice President of Insurance Strategy and Distribution, and Norm Brown, Senior Director of Client and Customer Experience at Franklin Madison. If you've ever wondered why your customers might be more loyal to their insurance provider than their bank, or how to turn financial anxiety into opportunity, this conversation is for you.

Mastering the Art of Listening Summary In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson discuss the importance of listening in customer service and leadership. They explore recent trends in customer experience, the art of listening, and practical tips for improving listening skills. The conversation emphasizes curiosity, engagement, and the need for leaders to create an environment where everyone feels heard. They also touch on the concept of a 'reality distortion field' and how it can inspire teams to achieve the impossible. Takeaways Listening is a critical skill in customer service and leadership. Curiosity drives better conversations and deeper connections. Effective listening requires patience and the ability to let others finish their thoughts. Leaders should speak last to empower their teams and encourage open dialogue. Avoid multitasking during conversations to show respect and engagement. Asking probing questions enhances the quality of discussions. Listening like you're wrong can lead to better understanding and service recovery. Being a trampoline, not a sponge, fosters more engaging conversations. Everyone has a story that can provide valuable insights. Creating a reality distortion field can help teams achieve extraordinary results. Chapters 00:00Introduction to Customer Experience and DoorDash's New Policy 05:09The Art of Listening: Self-Assessment and Improvement 09:30Keys to Becoming a Great Listener 14:48The Difference Between Being a Sponge and a Trampoline 20:08Conversation Nevers and Always: Enhancing Listening Skills 22:15Understanding the Ford Concept 23:13The Impact of Call Waiting on Communication 24:41The Importance of Speaking Last in Meetings 29:22The Art of Listening and Its Challenges 38:06Living an Extraordinary Life through Curiosity Links Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

In this episode of Automox Insiders, host Maddie Regis sits down with Kat Breeggemann, Digital Customer Experience Manager at Automox, to explore her unique journey from journalism and communications into the world of customer success. Kat shares how a leap-of-faith internship opened the door to a career in CX, the pivotal moment she advocated for her own role, and why scaling digital experiences is the key to supporting thousands of end users effectively.You'll learn:What digital CX looks like in actionHow to transition your skillset into techThe importance of proactive, scalable customer educationWhy assuming user knowledge can break your product experienceCareer advice for new grads and professionals making a switchWhether you're navigating your own tech career or building better customer journeys, this episode is full of practical insight and inspiring takeaways.

GreenOps is a cultural transformation that empowers developers to turn emissions data into meaningful action, bridging the communication gap with ESG teams and exposing the critical truth that cloud cost and carbon cost are not the same, which fundamentally reshapes how we approach sustainable IT.This week, Dave, Esmee and Rob talk to James Hall, Head of GreenOps at Green Pixie, to unpack the real state of GreenOps today—and why we've only just scratched the surface.  TLDR 01:57 Rob is confused about AGI 06:11 Cloud conversation with James Hall 22:10 Esmee as media archeologist, found GreenOps is 50 years old 30:46 Having some drinks in the summer Guest James Hall: https://www.linkedin.com/in/james-f-hall/ Hosts Dave Chapman: https://www.linkedin.com/in/chapmandr/ Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/ Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/Production Marcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/ Dave Chapman: https://www.linkedin.com/in/chapmandr/ Sound Ben Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/ Louis Corbett:  https://www.linkedin.com/in/louis-corbett-087250264/'Cloud Realities' is an original podcast from Capgemini

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

Summary: When your A/C breaks down in the middle of summer, you want someone at your house to fix it that same day. And one firm has been able to leverage that reliability into a national home services empire. Ken Haines was appointed CEO of Wrench Group almost 10 years ago and he has since guided the company to become the second largest non-franchised home services company in the United States. Ken joins us to discuss his philosophy on leadership, the benefits of Wrench Group's innovative partnership model, and the impact of emerging tech in the home-services industry.  Highlights:Wrench Group Services (1:59)Ken's path through the industry (2:40)Company-owned vs. Franchised (4:50)Autonomy vs. Consistency (5:49)Evaluating Culture Fit (7:03)Customer Experience (8:34)Covid's Impacts (11:24)Emerging Tech (13:10)Recruitment (16:42)Where does Wrench Group go from here? (19:32)Links:Ken's LinkedInWrench Group LinkedInWrench Group WebsiteICR LinkedInICR TwitterICR Website Feedback:If you have questions about the show, or have a topic in mind you'd like discussed in future episodes, email our producer, joe@lowerstreet.co.

In this episode of Builders Wanted, we are joined by Deepak Singh, Vice President of Developer Agents and Experiences at AWS, and Inbal Shani, Chief Product Officer and Head of R&D at Twilio. They discuss what it means to build with AI, the evolution of developer tools, and how they are assisting customers in leveraging AI for customer engagement and innovation. The conversation covers the importance of curiosity, adaptability, and trust in this new era of AI-powered development.-------------------Key Takeaways:Developers need to be curious and adaptable to thrive in the rapidly evolving AI landscape.Successful AI implementation relies on building trust, simplifying processes, and focusing on customer outcomes.Enabling experimentation while managing risk helps organizations fully leverage the potential of AI.-------------------“It is very easy for a dev team or a product team to say, ah, this is the best way of doing something and we are going to follow this through wherever we want to. Instead of working with customers to understand, do you even care? I think with AI it's very important to take constraints away.  So if you combine listening to customers and unconstraining your thinking, you can accomplish a lot.” – Deepak Singh“  When you're using AI, you need to understand that using a model, training a model, having the data, having a feedback loop, all of that is not a magical thing that just happens by itself. It requires investment and you need to be serious about it. When looking to take AI into production, you need to understand what is the complexity of the problem you're trying to solve, and how to deploy the right AI solution to really solve that problem versus swinging by.” – Inbal Shani-------------------Episode Timestamps:‍*(02:35) - What it means to be a builder and the hardest part about building tools ‍*(10:50) - The most exciting shift happening in the developer ecosystem‍*(21:17) - How to manage risk with the pace of innovation ‍*(26:15) - What people underestimate about building AI products at scale ‍*(40:57) - A recent signal that excites Deepak and Inbal about the future ‍*(43:52) - Quick hits-------------------Links:Connect with Deepak on LinkedInConnect with Inbal on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorBuilders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what's next? Learn more at twilio.com.

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

In this episode of the Diabetes Innovators Series, Eric Benjamin, Chief Product and Customer Experience Officer at Insulet, discusses the latest innovations in diabetes management, particularly focusing on the integration of the Dexcom G7 with the Omnipod 5 system. He emphasizes the importance of usability, patient-centric design, and the company's commitment to making diabetes management easier and more effective for users. Eric shares insights into the future of closed-loop systems and the cultural ethos at Insulet that drives their innovation efforts. Chapters 00:00 Introduction to Insulet and Eric Benjamin 00:40 Integration of Dexcom G7 with Omnipod 5 02:22 Innovations in Diabetes Management 04:58 Patient-Centric Approach to Diabetes Technology 07:54 Cultural Ethos at Insulet 09:32 Quality and Reliability in Diabetes Solutions 11:29 Conclusion and Future Outlook Resources: Omnipod Insulet Eric Benjamin LinkedIn

How do you modernize customer experience in a legacy industry without losing the trust it was built on? That's the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day. In this episode of The Modern Customer Podcast, Allison shares how UBS is scaling digital banking while preserving the high-touch service clients expect—and why CX is not just about delight. It's about protecting relationships and earning loyalty at every step. Inside the episode: Why UBS expanded into credit cards and mortgages How journey mapping helps fix what matters most What it takes to lead CX across legacy systems and siloed teams Why modern CX leaders must be relentless operators—not just visionaries This is a must-listen for CX leaders navigating complexity, scale, and rising expectations. Listen now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

On this episode of the Customers First Podcast, I had the pleasure of speaking with Al Kushner, a renowned thought leader and author known for his expertise in AI-driven personal branding strategies on LinkedIn. As the conversation unfolded, Al shared invaluable insights and practical tips aimed at helping professionals leverage the power of LinkedIn to build their brands and foster authentic relationships.  We began our dialogue by delving into Al's inspiration for his book, "The AI LinkedIn Advantage: Unleash the Power of AI and Dominate the Competition," where he identified a gap in the market that combines LinkedIn strategies with AI technology. Al discussed his fundamental belief that an optimized LinkedIn profile is crucial for establishing trust and attracting meaningful connections. As businesses increasingly turn to LinkedIn for relationship-building, Al provided strategies for how they can utilize their company pages effectively, emphasizing the importance of authenticity over aggressive marketing tactics. We discussed how companies can maintain a credible presence by offering valuable content and avoiding practices that lead to account restrictions, such as outsourcing personal page management. Al also explained how customer service can be transformed by using LinkedIn as a strategy hub. He highlighted the platform's ability to connect individuals directly with influencers and decision-makers through timely conversations tied to recent posts. This approach fosters a more engaging environment than traditional email outreach, which often ends up in spam folders. Throughout our conversation, Al reiterated that successful interactions on LinkedIn are about giving more than receiving, urging listeners to create value through their content and interactions. One of the standout strategies discussed was the creation of LinkedIn newsletters. Al explained that newsletters not only keep followers informed but also tap into LinkedIn's high authority, ensuring content reaches inboxes effectively. This strategy, combined with video content—which Al noted captures attention better than text—positions professionals and businesses alike for greater visibility and engagement on the platform. In the latter part of the episode, we touched on Al's special gift for listeners—a free e-book designed to optimize LinkedIn profiles, along with his upcoming book release, which includes valuable LinkedIn prompts. Al's genuine passion for supporting others in their professional journeys was evident as he encouraged listeners to reach out for further assistance. This episode is packed with actionable advice and profound insights to help listeners create exceptional personal brands and leverage LinkedIn's capabilities. Al's perspective promises to inspire and guide professionals across various industries, fostering meaningful connections and driving growth.   Al's Contact Information: Website: alkushnerspeaks.com LinkedIn: @al-kushner Link to Free E-Book: linkedvantage.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!

In this episode of The Kula Ring, Alec Graham, Marketing Manager at LEL Critical, shares a provocative take on what marketing can and should be within industrial manufacturing. Alec explores why marketers must act as the voice of the customer inside the business, how empathy-driven systems can create better outcomes for both users and employees, and why not everything should be measured in a straight line. From customer service gaps to probabilistic strategy, Alec invites listeners to reconsider where the real value of marketing lies: in creating meaningful, lasting experiences that go beyond transactions.

Imagine a world where your orthodontic practice operates seamlessly, effortlessly catering to the needs of your patients while maximizing your team's productivity.Sounds like a dream, right?Well, brace yourself for a technological marvel that can turn this dream into a reality.Chatbots, the AI-powered wizards of customer engagement, are revolutionizing the orthodontic industry. These intelligent assistants are more than just lines of code – they are the key to unlocking a whole new level of personalized interactions, streamlined processes, and skyrocketing growth for your practice.If you're ready to discover the game-changing potential of integrating chatbots into your ortho practice, get ready to embark on an extraordinary journey that will reshape the way you connect with your patients, supercharge your marketing strategies, and propel your practice to the forefront of innovation.In this episode, we explore the benefits of integrating chatbots into your ortho practice with insights from Matt Leitz, a seasoned entrepreneur specializing in marketing automation. Matt will speak at the upcoming Orthopreneur Summit about AI and Chatbots and unveil something special for our industry.Remember, when it comes to integrating chatbots into your Ortho practice, the possibilities are limitless, and the rewards can be truly transformative.Tune in to learn more!Key Takeaways- Meet Matt Leitz (00:28)- Interactive customer experiences with chatbots (06:03)- How AI bots save money (09:16)- Solving the pain of generating leads in Ortho (14:55)- Should AI bots pass the Turing test (17:43)- The chatbot process flow in Ortho (21:05)- Orthodontic digital co-diagnosis with AI (24:07)- How we drop the ball with leads (31:52)Additional Resources

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .