Podcasts about Customer experience

The most dangerous number in customer experience isn't low—it's shiny. In this CX Pulse Check, we unpack why a single score can seduce teams into storytelling that investors love and customers don't feel, and we make a case for the harder, more honest work of proving value creation by cohort, not by kudos. With Rob Markey of Bain & Company and Harvard Business School, we discuss whether customer metrics predict growth or distract from it, and we separate real loyalty from repeat purchase.We go straight at the NPS debate: what the score can predict, where it fails, and how it becomes powerful only as part of a system that links feedback to actions that change renewal, cross-sell, referrals, and cost-to-serve. We talk airlines, captive markets, and the language games behind “loyalty” programs that purchase repetition without building emotional commitment. Then we get practical. You'll hear a little about how to read interaction telemetry for risk signals, and build models that translate service performance—wait times, abandon rates, repeat contacts—into forward revenue forecasts your CFO will respect.This is a great listen for leaders who want both heart and proof: real-time feedback to understand emotion and expectation shifts, behavioral data to see what customers actually do, and investor-ready visuals like tenure curves and revenue per customer by acquisition year. If you've ever wondered how to tell a CX story that earns budget because it earns returns, tune in to this conversation.If this resonates, follow the show, share it with your team, and leave a review wherever you listen to podcasts. Then send in a question you want us to tackle next at askJeannie.vip.About Rob MarkeyAdvisory Partner, Bain & CompanySenior Lecturer, Harvard Business SchoolRob Markey (https://robmarkey.com) is a Senior Lecturer at Harvard Business School and an advisory partner at Bain & Company. The creator of the Net Promoter System, he has spent more than three decades helping companies grow by earning customer loyalty and increasing the value of their customer relationships. He teaches Managing Service Operations in the MBA program at HBS and hosts the Customer Confidential podcast, where he speaks with leaders building customer-centric businesses.He is the co-author of The Ultimate Question 2.0 and a leading voice in the movement toward Customer Capitalism.Follow Rob on...LinkedIn: https://www.linkedin.com/in/robmarkey/Articles Mentioned:- The American Customer Satisfaction Index (ACSI): Quarter 3, 2025 - A Threat Potentially More Damaging Than the Great Recession (American Customer Satisfaction Index) -- https://theacsi.org/news-and-resources/press-releases/2025/11/13/press-release-national-acsi-q3-2025/- CoStar (CSGP) Q3 2025 Earnings Call Transcript (The Motley Fool) -- https://www.fool.com/earnings/call-transcripts/2025/10/28/costar-csgp-q3-2025-earnings-call-transcript/Want 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/)

When will customer service be run entirely by bots? Today, we're talking to Adrian McDermott, CTO at Zendesk, about how AI agents are transforming customer experience. We discuss why automation drives escalation instead of elimination, how Zendesk is moving from seat-based to outcome-based pricing with their resolution platform, and why the future of leadership requires being more like a slot machine than a vending machine. Thank you to Digital Ocean for sponsoring this episode. For simple cloud and powerful AI that's built to scale, check out Digital Ocean here. All of this right here, right now, on the Modern CTO Podcast!  To get learn more about Zendesk, check out their website here.

Today's guest is Kyle Hathorn, Director of Customer Experience and Strategy at the First National Bank of Omaha. FNBO is a regional bank founded in 1857 that provides retail and commercial banking services across eight states. Kyle brings extensive experience in designing customer journeys and integrating technology to meet evolving expectations. Kyle joins Emerj Editorial Director Matthew DeMello to discuss how financial services leaders can leverage data and AI to create seamless, personalized, and human-centered customer experiences. He also shares practical strategies for measuring engagement, optimizing workflows, and scaling AI-driven personalization while maintaining trust and compliance. Want to share your AI adoption story with executive peers? Click emerj.com/e2 for more information and to be a potential future guest on Emerj's flagship 'AI in Business' podcast! Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

This episode is brought to you by Commerce.Private label brands aren't just supporting acts anymore — many are becoming stars in their own right, and Anthropologie's Maeve label is proving the point.In this episode of Retail Remix, host Nicole Silberstein sits down with Anu Narayanan, President of Women's and Home at Anthropologie Group, to go inside the decision to elevate Maeve from an in-house favorite to a standalone brand with its own stores, website and social presence.Anu shares how the decision was rooted in clear customer demand — millions of searches, TikTok engagement and a fiercely loyal fan base — as well as a bold vision for how Maeve can evolve while still staying connected to Anthropologie's DNA. From boutique-style store design to influencer-led storytelling to curated multi-brand assortments, Maeve is charting its own path into the future.Key TakeawaysThe strategic choice to open first stores in markets like Raleigh, N.C. and Atlanta rather than major coastal cities;How Anthropologie is differentiating Maeve's boutique store aesthetic from its core stores;Inside Maeve's marketing engine from TikTok and the company's first Substack to a growing community of influencer “Mavens”; Why Maeve standalone stores are multi-brand and which brands are being brought in;The role of catalogs (yes, catalogs) in modern brand storytelling and customer engagement;PLUS Anu's top merchandising tip for any kind of store.Related LinksExplore Maeve's latest collections and campaign storytellingRelated reading: Anthropologie Promotes Maeve to Standalone Brand, Plans Stores and Exclusive Catalog Stay ahead with more retail insights and analysis from Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

Discover why businesses with strong omnichannel strategies retain 89% of customers compared to just 33% for weak engagement. Learn how consistent messaging across platforms, data-driven personalization, and strategic content distribution create unified experiences that boost loyalty and increase customer lifetime value by 30%. JTek Resources City: Oklahoma City Address: 12101 North Macarthur Boulevard #227 Website: https://jtekresources.com

Pour ceux qui souhaitent rejoindre la #TribuESOA c'est par ici : https://bit.ly/TribuESOAVoici ce que vous obtenez en rejoignant la tribu ESOA :✅ Echangez quotidiennement avec Kahi, Moulaye pour co-construire le podcast mais aussi sur vos difficultés, interrogations et l'actualité en toute simplicité !✅ Accès d'un an à la communauté privée ESOA (La tribe): un réseau exclusif de 200 membres dans 15 pays entrepreneurs et professionnels africains partout dans le monde pour développer votre réseau, échanger, et vous entraider.✅ Accès à tous nos Masterminds, Book Clubs, Meetups, et événements ESOA exclusifs et à tarifs réduits: participez à des sessions interactives avec Kahi, Moulaye, et des experts invités pour enrichir vos connaissances et votre réseau.✅ Le Template du Life Plan de Moulaye et Kahi: des outils concrets pour clarifier vos objectifs professionnels et personnels, adaptés à tous les profils.✅ Le Replay unique du Mastermind du 18 Décembre “Construire son plan de vie”Un contenu exclusif pour vous guider dans la création de votre plan de vie et de carrière.---------Le Podcast "#Entrepreneur State Of Africa" dit tout haut ce que les #entrepreneurs pensent tout bas, avec Kahi Lumumba (Co-Founder & CEO Totem Experience, Adicomdays) et Moulaye Tabouré (Co-Founder & CEO de ANKA (ex-Afrikrea) ). Dans cet épisode, Kahi et Moulaye reçoivent Doungnan Coulibaly, le vétéran des startups et du e-commerce ivoirien avec Yatoo.ci. De cette expérience chez Prosuma à son rôle aujourd'hui de Chief Marketing, Communication et Customer Experience chez la banque AFG Groupe, ce pionnier partage en toute franchise les leçons qu'il en tire. Et au contact de légendes africaines comme les fondateurs de Prosuma (Kassam et Fahkry) et celui de AFG Groupe (Koné Dossongui), il a saisi tellement de choses qu'il nous partage sans détour ici ! -----Ce podcast est produit par Totem Factory by Totem Experience que vous pouvez joindre pour tous vos besoins de production

 Every successful journey is paved with mistakes along the way. In this episode of The Laundromat Millionaire Show, Dave & Carla reveal their biggest mistakes while growing their multi-million dollar chain of laundromats. Additionally, stick around for the end and learn the 5 best decisions they made along the way!Referenced Links: Our Sponsors: H-M Company Drain Troughs: https://www.draintroughs.com & LaundroBoost: https://laundroboostmarketing.comOur Website: https://www.laundromatmillionaire.comOur Online Course: https://dave-menz.mykajabi.com/sales-pageOur Youtube channel: https://youtube.com/c/LaundromatMillionaireOur Podcast: https://laundromatmillionaire.com/podcast/Our Facebook: https://www.facebook.com/laundromatmillionaire/Our Facebook Group: https://www.facebook.com/groups/laundromatmillionaireOur LinkedIn: https://www.linkedin.com/in/dave-laundromat-millionaire-menz/Our Instagram: https://www.instagram.com/laundromatmillionaire/Our laundromats: https://www.queencitylaundry.comOur pick-up and delivery laundry services: https://www.queencitylaundry.com/deliveryOur WDF & Delivery Workshop: https://laundromatmillionaire.com/pick-up-delivery-workshop/Suggested Services Page: https://www.laundromatmillionaire.com/servicesWDF & Delivery Dynamics: A Complete Business Blueprint: https://laundromatmillionaire.com/wdf-delivery-dynamics-a-business-blueprint/The Laundromat Millionaire Insurance Program: https://laundromatmillionaire.com/insurance/Previous Episode – Our Story: https://youtu.be/NpvRxaWmWaYPrevious Episode – Leaving HappyNest: https://youtu.be/gz0-QaNlAoUPrevious Episode- Delivery Failures: https://youtu.be/tkP_Z-Zyn34Previous Episode- Staffing Keys: https://youtu.be/FxcHafohi3gTimestamps 00:00 Episode 110 Intro – Our Mistakes & 5 Biggest Wins02:13 Framing Our “Mistakes”07:24 Acquisition Mistakes – Due Diligence Omissions12:42 Buy or Lease and the Mis-Negotiations18:34 Basements and Bad Landlords20:52 Business Model Mistakes – Unattended Stores25:20 Layout & Machine Mix Regrets31:41 Folding Space Requirements35:57 Seating & Flooring Disasters42:58 Window & Bathroom Re-dos46:13 HVAC Nightmare48:25 Targets for Theft & Vandalism49:55 Marketing Fails54:55 Keeping Toxicity too Long57:22 Employee Handbooks & SOPs1:00:56 Wash-Dry-Fold & Delivery Mistakes – Branding1:05:03 Software Switches1:07:05 Service Area, Pricing & Compensation Blunders1:11:38 Van Selection1:12:38 Our 5 Biggest Wins!1:24:27 Final Thoughts 

Tata Consultancy Services (TCS) and SAP, a global leader in enterprise applications and business AI, have signed a five-year deal to drive enterprise-wide Cloud and Generative AI transformation. SAP is on a journey to transform its operations through accelerated Cloud adoption and Business AI enablement, driving greater speed and efficiency. In line with this vision, TCS will help SAP in streamlining its complex IT landscape, enabling seamless IT operations, and strengthening AI-led capabilities. The collaboration will deliver faster development cycles, lower total cost of ownership, and greater alignment between IT and business goals. This collaboration builds on a two-decade old partnership with SAP as part of which TCS has set up and scaled Enterprise Cloud Services (RISE with SAP) as part of which TCS has contributed to transforming SAP's business model from license-maintenance to pay-per-use Cloud services enabling rapid scalability and agility. Over the next five years, TCS will focus on reshaping SAP's IT business function to accelerate innovation and improve responsiveness to business needs. Dr. Benjamin Blau, Chief Process & Information Officer, SAP, said, "TCS and SAP partnership is built on trust and excellence. TCS's unwavering commitment and collaboration to drive innovations across products has forged a long-lasting relationship with SAP. Together, we are simplifying our customer journeys and accelerating cloud adoption." TCS will support SAP in delivering critical services towards end-to-end lifecycle for IT applications in enterprise IT transformation through a unified, efficient, and AI-powered model. The engagement will be anchored by four strategic Centers of Excellence (CoE) for Generative AI, Business Technology Platform, Business Data Cloud, and Customer Experience. The CoE for Generative AI will drive innovation to embed GenAI capabilities and features within SAP business processes, the CoE for Business Technology Platform is designed to enable faster development of next-gen features based on low-code, no-code solutions, further the CoE for Business Data Cloud will help create uniform data architecture for SAP to productise enterprise data, and the CoE for Customer Experience will identify modern strategies to evaluate customer experience across the value chain. Together, these CoEs will support SAP in delivering solutions, technologies, and processes that empower its customers, partners, and employees to unlock newer avenues for growth. V Rajanna, President, Technology, Software and Services, TCS, said, "TCS and SAP have been a strategic partnership for more than two-decades, enabling enterprises to navigate complex digital transformation journeys. We support the "SAP runs SAP" philosophy and as we enter the next phase, this collaboration shall leverage transformative potential of AI and cloud to unlock new revenue streams, accelerate business growth, and deliver differentiated experiences for enterprise and their customers globally." Over the last two decades, TCS has remained SAP's trusted transformation partner of choice across the value chain. The alliance has enabled clients to unlock the full potential of SAP's enterprise cloud, business AI and data analytics capabilities. TCS has been operating in Ireland since 2001 and today employs over 1,100 people across its Dublin, Letterkenny and other regional locations. The company is recognised as one of the largest employers in the Northwest region. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@I...

Marketing im Kopf - ein Podcast von Luis BinderIn dieser Folge wird über verschiedene Unternehmen gesprochen, da Markennamen genannt werden, handelt es sich um UNBEZAHLTE WERBUNG!In dieser Folge: In der heutigen Podcastfolge von Marketing im Kopf geht's darum, warum die Betriebsform im Einzelhandel die Grundlage für jede Marketingentscheidung ist. Wir schauen uns an, wie sich Formate unterscheiden, welche Trends den Lebensmitteleinzelhandel verändern und warum Merkmale wie Sortiment, Preisniveau oder Servicegrad bestimmen, wie Kundinnen und Kunden ein Geschäft wahrnehmen. Außerdem werfen wir einen Blick darauf, wie moderne Formate entstehen und warum sich Marketing ständig anpassen muss. mitredet. Vom Techniker bis zum Management.____________________________________________Marketing-News der Woche:Black Friday zwingt Marken zu schlaueren Media-StrategienNeue Nielsen-Daten zeigen: Die Bruttowerbespendings rund um den Black Friday liegen unter Vorjahr, während TKPs steigen und Rabattwerbung an Effizienz verliert. Viele Marken verlagern digitale Werbung auf andere November-Tage und testen differenziertere Marketing-Strategien.Deutsche haben genug von RabattschlachtenLaut einer YouGov-Studie kennen fast alle in Deutschland den Black Friday, aber nur 13 Prozent planen sicher einen Einkauf, ein Drittel ist unentschlossen. Also weniger „Alles muss raus“, mehr klare Mehrwerte, Service und Customer Experience in Social Media und digitaler Werbung.Instagram pusht Video-Editing und Competitive InsightsInstagram rollt neue Editing-Tools für Reels und ein Analytics-Update mit Competitive-Insights aus. Social-Media-Teams können Videos direkt in der App verfeinern, Benchmarks gegen Wettbewerber ziehen und datengetriebene Content-Strategien ohne zusätzliche Tools aufsetzen.In-Chat-Shopping: E-Commerce rückt in die KonversationIn-Chat-Shopping und KI-Produktempfehlungen verlagern sich beim Kaufprozesse direkt in Chats und KI-Suchen wie ChatGPT. Messenger, Service-Chats und conversational Commerce werden zu wichtigen Touchpoints im digitalen Marketing.____________________________________________Vernetz dich gerne auf LinkedIn: ⁠https://www.linkedin.com/in/luisbinder/⁠ Instagram: https://www.instagram.com/marketingimkopf/Du hast Fragen, Anregungen oder Ideen? Melde dich unter: marketingimkopf@gmail.com Die Website zum Podcast findest du hier. [⁠⁠⁠https://bit.ly/2WN7tH5⁠⁠⁠]

Rishi Rana is the CEO of Cyara, a global leader in AI-powered customer experience assurance, helping top brands deliver seamless interactions across voice, digital, and AI channels. Under his leadership, Cyara has expanded testing to 135+ countries, partnered with 330+ carriers, won the 2024 Silver Stevie Award for CX Transformation, and serves clients like Microsoft, Salesforce, IBM, and Walmart. With 25+ years in enterprise SaaS — including over a decade at Microsoft — Rishi is passionate about using technology to enhance customer journeys and operational efficiency, with expertise in omnichannel assurance and generative AI. In this episode… Customer experience can make or break a brand, but delivering seamless interactions across every channel is easier said than done. How can companies ensure their customers always receive fast, accurate, and consistent service, no matter how they reach out? According to Rishi Rana, a seasoned SaaS leader with over 25 years of experience, the key lies in testing, monitoring, and continuously optimizing every customer interaction. He highlights the importance of understanding customer intent, reducing friction, and automating processes to reach where humans cannot. By leveraging AI and advanced testing tools, businesses can ensure omnichannel consistency, prevent failures before they happen, and create experiences that truly retain customers. This approach transforms not only operational efficiency but also customer trust and loyalty. In this episode of the Inspired Insider Podcast, host Dr. Jeremy Weisz sits down with Rishi Rana, CEO of Cyara, to talk about transforming customer experience with AI-powered solutions. They discuss automating contact center workflows, ensuring seamless omnichannel interactions, and leveraging generative AI for smarter service. He also shares his insights on enterprise implementation strategies and lessons from leading global teams.

When you think of some of America's most recognizable household brands: Brawny, Angel Soft, Dixie, Quilted Northern…there's one company behind them all: Georgia Pacific.
And at the helm of marketing for that incredible portfolio is Jim's guest this week, Laura Knebusch, the Senior Vice President of CPG Marketing and Customer Experience. Laura is a seasoned marketing leader and transformation champion who has spent the past 15 years at Georgia Pacific. She has been the head of marketing for the past two-plus years, and has been focused on modernizing one of the most iconic CPG companies in the world. Under her leadership, Georgia Pacific has become an early mover in retail media and a shining example of how legacy brands can stay relevant in the digital age. Before joining Georgia Pacific, Laura began her career at Procter & Gamble where she developed her grounding in consumer insight and brand discipline. Tune in for a conversation with a leader who is applying a rigor to a new era of marketing, one that's faster, more digital, and more unpredictable than ever before. Recorded live at the ANA Masters of Marketing in Orlando, powered by TransUnion. ---Learn more, request a free pass, and register at iab.com/almPromo Code for $500 of ticket prices: ALMCMOPOD26---This week's episode is brought to you by Deloitte, TransUnion and the IAB.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Hey Friend, Welcome to the “Start That Business” podcast, where I help Christian moms working a corporate job launch their first coaching or consulting business from scratch without quitting their jobs yet. In today's episode, I share how my client created a professional customer experience and officially launched her coaching business all in just 30 days. We built her onboarding process, crafted her client welcome flow, and planned a simple but powerful launch that helped her start serving clients confidently. If you're ready to stop dreaming and finally launch your business, even while keeping your full-time job, this episode will show you the exact steps to do it successfully and sustainably. I pray this blesses you. . .

In this episode The Remarkable Retail Podcast's co-host Michael LeBlanc's guest is with Lauren Price, Senior Vice President, E-Commerce & Digital Marketing for COS North America discussing her impressive career trajectory and work positioning the H&M-owned brand for growth in a competitive, fast-moving fashion retail landscape.Lauren's career began in the early days of luxury e-commerce at Createthe Group, building first-generation online stores for high-end brands . Her path included consulting with Demandware and L2 (Scott Galloway's firm), leading to her first in-house brand role at J.Crew before joining COS—a globally recognized fashion brand known for exceptional quality, timeless style, and meticulous craftsmanship.At COS, Lauren oversees North American marketing and digital commerce, a key growth market. She explains how COS benefits from the resources of a global parent company while operating with the agility of a smaller regional business. This unique position allows for strategic experimentation while maintaining the brand's commitment to premium quality.A highlight from the conversation is COS's viral marketing moment: a $45 T-shirt compared on TikTok to a $15 Uniqlo tee, with the influencer praising COS's superior quality and construction. This sparked organic buzz and significant new customer acquisition, prompting Lauren's team to launch a targeted influencer gifting campaign. The lesson: seize authentic, organic momentum quickly and amplify it with campaigns that focus on authenticity, craftsmanship, and product education—especially to win over savvy Gen Z shoppers.Lauren also tackles the emerging challenge of Generative Engine Optimization (GEO), advising brands to prepare product catalogs for AI-driven search while maintaining current SEO performance. She predicts AI search adoption will accelerate faster than previous digital shifts, urging retailers to run both short-term and long-term optimization in parallel.As the discussion turns to holiday planning, Lauren offers several pieces of practical, results-focused advice. About UsJennifer MarloHead of Content, CommerceNextJennifer Marlo drives industry-leading programming at CommerceNext, drawing on experience from Ascendant Network and iMedia Connection, where she spearheaded content strategies to inspire retail, brand and agency marketing leaders. Guided by the belief that “a rising tide lifts all boats,” Jennifer uses in-person and digital platforms to educate and foster industry collaboration. Steve 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, top retail influencer, keynote speaker and media entrepreneur. 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.

¿Qué pasa cuando detrás de la precisión japonesa hay una filosofía profundamente humana que compite por experiencia y no solo por producto? Isabel de la Parra lidera el área de marketing, experiencia de cliente y producto en Mazda México, dirigiendo a decenas de personas en una industria históricamente masculina… y al mismo tiempo es mamá de dos peques, con una carrera que decidió “pausar” sin renunciar a su ambición. En este episodio hablamos de cómo encontrar tu voz en un entorno altamente demandante, de por qué pausar también es avanzar y de lo que implica decir “no” a una promoción cuando todo el sistema te dice que deberías decir que sí. Isabel comparte cómo diseña journeys de cliente que ponen primero la vida de las personas y luego los procesos, la filosofía de omotenashi (dar con el corazón) dentro de Mazda, el papel de la data sin perder la parte humana y por qué México se ha convertido en uno de los mercados más importantes para la marca a nivel global. Es una conversación para quienes lideran equipos, marcas o proyectos y necesitan recordar que sí se puede crecer profesionalmente sin dejarse fuera de la ecuación.

On this episode of Dinner for Shoes, I sit down with fashion-tech powerhouse Tracy Guarino, president of the wardrobe-tracking app Whering. Think of it as your IRL version of Cher's “Clueless” closet, redesigned for the 21st-century with sustainability at the forefront. We dig into whether AI can really have “taste,” how major brands like Gucci, H&M, and Nike are quietly transforming their creative process with AI data, and why innovation in fashion isn't about replacing humans — it's about elevating human creativity. Fashion, identity, tech, and sustainability all collide here. Of course, I also try Tracy's go-to meal (an algorithmically perfect risotto) while we talk wardrobes and algorithms, and Trish and Kit sniff around out of curiosity.THIS DINNERWild mushroom risotto from The Franklin in Jersey City, NJTHESE SHOESChanel Goatskin & Grosgrain Beige & Black SlingbacksTHIS OUTFITShop my lookCleobella jacketRumored topRŌARI jeansJenny Bird earringsTHESE CHAPTERS00:00 INTRO05:02 THE OUTFIT BEHIND THE SHOES07:30 WHERING FASHION APP10:17 CAN AI HAVE TASTE?13:20 HOW CAN AI HELP FASHION?19:55 HOW NIKE, H&M, & GUCCI USE AI25:45 THE FUTURE OF FASHION X AI28:40 THE ALGORITHM OF PERFECT RISOTTOTHIS PRODUCTIONis created, written, hosted, and produced by Sarah Wasilak.is creative directed and executive produced by Megan Kai.is tech supervised by Nick.includes photos and videos in chronological order by Tracy Guarino, Clueless/Paramount Pictures, Whering, Sarah Wasilak, Vogue Business, Nike, H&M, and KIVISENSE YouTube.  references “Is Fashion Ready For the AI Bubble to Burst?” via Vogue Business; “How Nike Is Using AI to Transform Product Design, Customer Experience, and Operational Efficiency” via AIM Media House; “H&M Continues Its Exploration of Creativity With AI” via H&M Group; “Gucci's AI-Driven Transformation of Luxury Fashion” via AIM Media House; and Gucci Equilibrium. is made with love.Dinner for Shoes is a podcast about style and identity, bridging the gap for anyone who has ever felt like fashion is an exclusive world. Host and shopping director Sarah Wasilak serves thoughtful conversations about industry trends, personal expression, inclusivity, and real life topics. Her Shoe Therapy series brings in honest discussions about mental health with her signature humor and warmth. Each episode begins with a shoe on her plate and shifts into a relaxed dinner style conversation, with appearances from her cats and a bit of humor peppered on top.Dinner for Shoes podcast episodes are released weekly on YouTube, Spotify, and Apple. You can follow along for updates, teasers, and more on TikTok, Instagram, and Facebook. If there are any fashion topics you've been pondering or good eats you think Sarah should try, don't hesitate to send a DM or an email.Dinner for Shoes is an original by The Kai Productions.Follow Dinner for Shoes: @dinnerforshoes on Instagram, TikTok, Facebook, and YouTube Follow host Sarah Wasilak: @slwasz on Instagram Follow producer Megan Kai: @megankaii on Instagram Get in touch: dinnerforshoes@gmail.comTo make this video more accessible, check out YouDescribe, a web-based platform that offers a free audio description tool for viewers who are blind or visually impaired.

"Screenwriting is like a puzzle that the writers are putting together." When a television screenwriter who loves puzzles and immersive experiences turns her attention to creating a boxed puzzle game, the result is beguiling and thoroughly engrossing. The Morrison Game Factory has a deeply intimate and emotional story that pulled at my heartstrings while still engaging my puzzle brain. Screenwriter Lauren Bello created The Morrison Game Factory as puzzle challenge during the pandemic. It would have remained a small one-off game played only by her friends until Rita Orlov of PostCurious played it. She fell in love with the game, and worked with Lauren to produce the game under the PostCurious brand. We originally interviewed Rita of PostCurious on REPOD S2E7 when her award winning game Light in the Mist had just come out. Since then, PostCurious has continually produced hit after hit, including the charming puzzle-focused Ministry of Lost Things series, along with longer epics like Emerald Echoes and Threads of Fate which is a remake of the first game that Rita became known for. PostCurious games are impeccably produced. All the games have authentic-feeling props, heavyweight paper, and a beautiful artistic flair. The puzzles are intriguing, and range from light and playful to complex and layered. The storylines are always interesting and tie into the gameplay. Rita Orlov and Lauren Bello talk about their collaboration. We also spend some time dissecting all the new PostCurious games to hit the market since we last had Rita on Reality Escape Pod. I really enjoyed learning about Lauren's writing process, especially when she described it as a series of waveforms, layering the different plots, storylines, and vibe that she's trying to achieve. If you enjoyed this episode, make sure to check out The Morrison Game Factory and PostCurious' newest game on Kickstarter, Ministry of Lost Things - Case 2: Finders Keypers.   Full Show Notes   Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and COGS. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   Support Us On Patreon Today Love escape rooms as much as we do? At Room Escape Artist, we've been analyzing, reviewing, and exploring the world of immersive games since 2014. We help players find the best experiences, and push the industry forward with well-researched, rational, and reasonably humorous escape room and immersive gaming content and events. By becoming a Patreon supporter, you're not just backing a blog — you're fueling a mission to make the escape room and immersive gaming community stronger, more thoughtful, and more connected. Access exclusive Patreon content such as: The Bonus Aftershow The Spoilers Club Early access to escape room Tour tickets and REA articles. Your Patreon support goes toward our mission: paying our contributors, funding our infrastructure, and supporting deep research and industry advocacy.   PG's Playhouse If you love wordplay, puzzles, and trivia, this is the podcast for you! PG's Playhouse recreates a fun game night, all in a short, 30-minute format. Of course, what's game night without making new friends? We bring on different guests for the different episodes. Each episode features a puzzle packed with wordplay and trivia, a short chat with the guest, and a segment exploring an interesting topic. I hope you'll take a listen and play along with us at PG's Playhouse.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   Production Credits Hosted by David Spira & Peih-Gee Law Produced by Theresa Piazza Supported by Lisa Spira Edited by Steve Ewing Music by Ryan Elder Logo by Janine Pracht  

What happens when technology meets true customer empathy? In this episode of Rethink Retail: Global Retail Leaders, host Alex Baker sits down with Uttam Kumar, Engineering Manager at American Eagle Outfitters, to discuss: - How engineers are becoming storytellers and changemakers in retail - The real role of AI — beyond recommendations, toward anticipation - Why successful digital transformation starts with people, not tech - Moving from waterfall to agile: lessons from 17+ years in retail systems - How hyper-personalization and data discipline define the next retail decade

In this episode of Clover, I sit down with my former teammate Jordan Lea, now VP of Customer Experience at Plum, to talk about bold career leaps, people-first leadership, and building a meaningful career on your own terms. Jordan shares her journey from a tiny town in North Carolina with dirt roads and cornfields to moving to New York City with no job lined up, flying standby for interviews, taking an unpaid internship in fashion, becoming employee #5 at a fashion tech startup, and eventually finding her sweet spot in HR tech and customer experience.We dig into what it really looks like to grow up inside startups; wearing every hat, building resilience, and learning to say “give me whatever you've got” instead of “that's not my job.” Jordan talks about how she evaluates new opportunities by looking beyond the job description and title to the company's mission, timing in her personal life, and whether there's true alignment with what she cares about. We also get into culture (beyond the buzzword), psychological safety, and her “skill vs. will” framework for coaching and developing people. She shares practical advice for women who feel boxed in or underestimated at work, how to make intentional career pivots into new industries, and how AI can actually free CX teams to be more human, not less.You'll hear us talk about:Taking big leaps: moving to a new city with no safety net, changing industries, and asking “What's the worst that could happen?”Startups as a career accelerator: why being early-stage employee #5 shaped her leadership, adaptability, and ability to “Sherpa” others through growth.Skill vs. will: how she decides when to invest in someone's potential versus when there's a true mismatch.Building real culture: trust, authenticity, and psychological safety as non-negotiables, not just slide-deck values.Career pivots with intention: how to research new fields, show up prepared to conversations, and decide if an opportunity is a “go” or “no-go” for your life.AI + Customer Experience: using AI to streamline the boring parts so humans can focus on relationships, storytelling, and proactive support.Her surprisingly fun productivity hack (involving a giant medicine ball) If you're a woman in leadership, or aspiring to be one, who feels ready for your next leap but isn't sure what it looks like yet, this conversation with Jordan will give you both the mindset and the practical tools to start moving.Connect with Jordan on LinkedIn!

In today's episode, we talk to Antti Kangaslahti. Antti is a customer experience expert with over a decade of experience in top London agencies across a breadth of industries, including FMCG, technology, finance, telecoms, aviation, and education.We chat about the role of expectations in customer experience, why signature human experiences still matter in an industry increasingly obsessed with AI, and his philosophy of "maalaisjärki” - practical, no nonsense and no hype countryside intelligence from Finland

Ray White speaks to Sarah Nicholson, Head of Customer Experience at Just Money, as Black Friday in South Africa shifts from a bargain-hunting frenzy to a high-risk financial minefield. What was once a fun retail tradition has increasingly become a season of regret, with shoppers falling prey to impulse buying, misleading “specials” and an alarming rise in AI-powered scams that mimic real retailers with frightening accuracy. Nicholson breaks down why the popular “no refund/no exchange” signs many stores still display are actually illegal, and how consumers can spot the new generation of scams, from polished fake websites to cloned social media pages. She also warns of the January financial hangover, when the consequences of November’s trolley-filling spree finally arrive in the form of mounting debt. Beyond consumers, we look at how small businesses navigate Black Friday without slashing prices so deeply that they jeopardise their own survival. Today, we unpack the risks, the rights and the practical steps South Africans can take to protect both their money and their peace of mind this shopping season. 702 Breakfast with Bongani Bingwa is broadcast on 702, a Johannesburg based talk radio station. Bongani makes sense of the news, interviews the key newsmakers of the day, and holds those in power to account on your behalf. The team bring you all you need to know to start your day Thank you for listening to a podcast from 702 Breakfast with Bongani Bingwa Listen live on Primedia+ weekdays from 06:00 and 09:00 (SA Time) to Breakfast with Bongani Bingwa broadcast on 702: https://buff.ly/gk3y0Kj For more from the show go to https://buff.ly/36edSLV or find all the catch-up podcasts here https://buff.ly/zEcM35T Subscribe to the 702 Daily and Weekly Newsletters https://buff.ly/v5mfetc Follow us on social media: 702 on Facebook: https://www.facebook.com/TalkRadio702 702 on TikTok: https://www.tiktok.com/@talkradio702 702 on Instagram: https://www.instagram.com/talkradio702/ 702 on X: https://x.com/Radio702 702 on YouTube: https://www.youtube.com/@radio702See omnystudio.com/listener for privacy information.

Tech startup veteran Jarrod Morgan joins The Localist to share how he grew ProctorU, navigated pandemic-era challenges, and then pivoted to physical products with Tuff Dog Coatings and Morgan Muscle. This episode is a must-listen for entrepreneurs interested in reinvention, customer-first strategies, and applying tech skills to blue-collar businesses. Mentioned in this episode: Formerly Meazure Learning (Proctor U former) Website - https://www.meazurelearning.com/ Tuff Dog Coating Instagram - https://www.instagram.com/tuffdogcoatings/ Morgan Muscle Cars Instagram - https://www.instagram.com/morganmusclecars/  

This episode is brought to you by Commerce.Google has always played a central role in the shopping journey, but it isn't a retailer or even a marketplace. In fact, more than 1 billion shopping searches happen on the platform every day, yet Google has never been the endpoint. Now, with the rise of AI, multimodal search and agentic experiences, Google is ready to once again transform how consumers discover and shop for products online.In this episode of Retail Remix, host Nicole Silberstein sits down with Lilian Rincon, VP of Shopping Experiences at Google, to unpack the company's latest innovations — from conversational discovery to virtual Try-on-You to new agentic features that can check stock, call local stores and even buy on your behalf.Lilian shares how Google is approaching AI-powered shopping with a “slow, steady, and user-first” philosophy, why trust and data freshness are non-negotiables, and how Google's massive Shopping Graph gives it a unique advantage in the evolving AI commerce landscape.Key Takeaways:Why Google still sees itself as an ecosystem, not a retailer — and what that says about its ambitions in the realm of shopping;A look inside Try-on-You, Google's new personalized virtual try-on that uses a single selfie to visualize clothing on your actual body;Why conversational shopping has officially arrived — and how it is changing the way people search;How Google's agentic features — including local store calling and automated buying — are tackling real-world shopper pain points; andThe critical role of Google's Shopping Graph in powering trustworthy AI results.Related Links:Explore Google's latest AI-powered shopping featuresRelated reading: As ChatGPT Focuses on Checkout, Google Hones its Shopping ExperienceRead more about the future of retail and commerce innovation on Retail TouchPointsSubscribe and catch up on more episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

Danielle FinchFounder & CEOEquerahttps://adventuretravelmarketing.com/guest/danielle-finch/Mission-driven and people-centered leader with 10+ years of experience driving global initiatives in operations, product, and project management. Passionate about creating scalable solutions that improve lives and strengthen communities, combining strategic execution with empathy-led leadership. Proven track record of mobilizing teams, fostering collaboration across diverse stakeholders, and delivering measurable social and organizational impact through innovation, inclusion, and sustainable growth.SummaryIn this episode of the Big World Made Small podcast, host Jason Elkins speaks with Danielle Finch, founder and CEO of Equera, a SaaS platform that promotes community-based tourism. Danielle shares her journey from a childhood influenced by international students to her first travels abroad, her education in business and sociology, and her corporate experiences at Michelin. She discusses the challenges of moving to Berlin during the pandemic, the importance of vulnerability in adapting to new cultures, and her insights on customer experience in the travel industry. Danielle's story is one of passion, purpose, and the desire to make the world feel smaller through meaningful connections. In this conversation, Danielle shares her journey of discovering her purpose through literature and personal experiences, emphasizing the importance of community-based tourism and equity in the travel industry. She discusses her transition from a corporate job to entrepreneurship, the challenges of building a community-based tourism platform, and the complexities of volunteerism. Danielle highlights the need for professionalization in community-based tourism and the importance of mentorship and support in her entrepreneurial journey.TakeawaysEquera is a SaaS platform for community-based tourism.Danielle's childhood experiences shaped her passion for travel.International students influenced Danielle's worldview.Her first trip abroad was to Kenya at age 22.Danielle studied business and sociology at Purdue University.She transitioned from corporate roles to focus on customer experience.Moving to Berlin during the pandemic was challenging but rewarding.Vulnerability is key when adapting to a new culture.Working at Michelin taught her about digital transformation.Danielle's current role focuses on enhancing customer experience in travel. Everyone has a purpose that needs to be uncovered.Using technology for social impact is crucial.Community-based tourism can empower local communities.Quitting a stable job can lead to fulfilling opportunities.Traveling can provide valuable insights into community needs.Professionalizing community-based tourism is essential for growth.Volunteerism should be approached with equality in mind.Building trust is key in community-based tourism.The tourism industry needs to focus on local ownership.Mentorship is invaluable for entrepreneurs. Learn more about Big World Made Small Adventure Travel Marketing and join our private community to get episode updates, special access to our guests, and exclusive adventure travel offers on our website.

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave, Esmee, and Rob wrap up their Ignite 2025 series with Yina Arenas, CVP of Microsoft Foundry, to discuss why Foundry is the go-to choice for enterprises and how it champions responsible development and innovation.  TLDR00:40 – Introduction to Yina Arenas01:14 – How the team is doing, keynote highlights, and insights from the Expo floor02:50 – Deep dive with Yina on the evolution of Cloud Foundry29:24 – Favourite IT-themed movie, human interaction, and our society31:56 – Personal (and slightly juicy) reflections on the week37:30 – Team reflections on Ignite 2025, including an executive summary per guest and appreciation for Dennis Hansen50:54 – The team's favorite IT-themed movies59:30 – Personal favorite restaurantGuestYina Arenas: https://www.linkedin.com/in/yinaa/ 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 podc

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave, Esmee, and Rob continue their conversation with Alistair Speirs, GM of Global Infrastructure for Microsoft's Azure Business Group, exploring how to build and scale the AI and Cloud datacenters of the future worldwide—while also addressing sovereignty requirements.  TLDR00:40 – Introduction to Alistair Speirs04:42 – Keynote highlights and Expo floor insights06:50 – Deep dive conversation with Alistair36:36 – Favorite IT-themed movie, using your brain as compute storage, and why people still matter GuestAlistair Speirs: https://www.linkedin.com/in/alistair/ 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

Understanding the Modern Customer Experience: A Guide for Aspiring Professionals 1.0 Introduction: The Great Customer Experience Divide In today's competitive market, the customer experience isn't just a part of the brand; it is the brand. Every interaction, from a first glance at a social media post to a final click on a purchase button, serves as a referendum on a company's value and trustworthiness. Get it right, and you build loyalty. Get it wrong, and customers will walk away without a second thought. 1.1 The Loyalty Illusion A significant conflict is brewing between how businesses perceive customer loyalty and how customers actually feel. This "loyalty illusion" creates a dangerous blind spot for executives who believe they are succeeding while their customer base is quietly eroding. Executive Belief Consumer Reality ~90% of executives believe customer loyalty has grown in recent years. Only 40% of consumers feel they have become more loyal to brands. This perception gap isn't just a difference of opinion; it's a direct threat to revenue. "About nine out of 10 [executives] say customer loyalty has grown in recent years, but only four in 10 consumers say the same." The business risks of this blind spot are clear: 52% of consumers have stopped buying from a brand due to a bad product or service experience, and 29% have abandoned a brand due to poor customer experience. To close this gap, companies must first understand the entire modern customer journey, which starts long before a customer ever visits a website or store. 2.0 The Customer Journey: From First Glance to Final Click 2.1 Redefining the Starting Line Customer loyalty no longer begins at a company's digital or physical front door. It's now seeded much earlier in what can be called the "experience supply chain"—the connected sequence of interactions that moves a person from curious to committed. This journey often starts in the realm of indirect influence. Key "indirect influence" touchpoints include: A friend's recommendation A discussion thread on Reddit A product review on an independent site While price remains the single most significant factor for 69% of consumers when making a purchase decision, mastering these early stages of discovery and influence is critical for building the long-term commitment that defines true loyalty. 2.2 What Brands Can Do To win customers in this new landscape, brands must adopt a more holistic and proactive approach to the customer journey. Analyze the Journey: Use data analytics and AI to forensically examine every step of the customer life cycle. This allows you to identify and fix points of friction before they drive potential customers away. Embrace New "Front Doors": Treat online comment threads, product comparison sites, and even AI-generated search results as strategic entry points to your brand. These platforms are where modern discovery happens. Ensure Consistency: Align every touchpoint—from social media chatter to post-purchase support—with a cohesive brand narrative. This consistency builds the trust necessary for a customer to move from awareness to action. Understanding the full customer journey is the first step. The next is understanding what customers truly expect from a brand during that journey. 3.0 Beyond the Basics: What Customers Truly Value 3.1 Table Stakes vs. True Delight In the modern marketplace, fundamentals like fair pricing and product quality are no longer differentiators. They are simply "table stakes"—the minimum cost of entry to compete. The real opportunity for brands lies in their ability to layer personalized, meaningful value on top of these basics to create moments of true delight. Factor Considered a Minimum Expectation (%) Considered a Bonus (%) Good value for price 77% 19% Product/service quality 76% 20% Transparent business practices 58% 35% Personalized experiences 17% 62% However, many companies are struggling to keep up. A staggering 70% of executives feel that customer expectations are evolving faster than their company can adapt. This widening gap creates a significant risk of eroding customer trust and losing business to more agile competitors. 3.2 The Generational Lens Customer expectations are not one-size-fits-all; they vary significantly across generations. A strategy that delights one demographic may alienate another. Brands must segment their approach to meet these diverse needs. Boomers: This group is generally less likely to be influenced by a brand's social media presence or its sustainability efforts. Millennials and Gen Z: In contrast, these younger consumers pay close attention to a brand's values, online activities, and social impact. Successfully meeting these varied and rapidly evolving expectations increasingly involves technology, particularly Artificial Intelligence. 4.0 The AI Paradox: A Tool for Help and Hindrance 4.1 High Ambition, High Anxiety Artificial Intelligence represents the new frontier in customer engagement, but its rapid adoption has created a central paradox. While companies are rushing to implement AI-driven solutions, many customers remain wary. A majority of consumers (58%) report being "only somewhat or not at all comfortable" using AI tools to engage with brands. This suggests that AI implementation is often driven more by a company's internal ambition for efficiency than by genuine customer demand, creating a gap between what brands offer and what customers actually want. 4.2 Finding the Right Balance Consumer acceptance of AI is highly nuanced and depends heavily on the specific task. More Likely to Use AI for: Simple, transactional tasks like tracking an order or delivery status (49%). Less Likely to Use AI for: Sensitive interactions like making a payment (29%). Crucially, despite the rise of automation, 86% of consumers still say that human interaction is moderately or very important to their brand experience. The key insight for aspiring professionals is that successful brands don't choose between AI and human support; they integrate them. They use AI for efficiency where it adds value but provide clear, fast paths to human support when empathy, nuance, and judgment are required. This balance between technology and humanity extends to the data that fuels these systems, bringing the issue of privacy to the forefront. 5.0 The Data Dilemma: Balancing Personalization and Privacy 5.1 The Trust Trigger Personalization presents another paradox for modern brands: customers want it, right up until the moment they don't. The desire for a smooth, tailored experience often conflicts with concerns over data privacy, creating a delicate balancing act for companies. "More than half of consumers (53%) think that it's worth it to share personal information if it makes their experience interacting with a brand smoother. But mishandle that data and 93% say that a brand will lose their trust." This dynamic means that every personalization strategy carries a built-in "trust trigger." Respecting data boundaries is no longer just about legal compliance; it has become a powerful competitive advantage. 5.2 What Brands Can Do To navigate this dilemma, brands should adopt a set of core principles that build trust while delivering value. Focus on low-intrusion data: Prioritize using information like stated preferences and past purchases to tailor experiences. This provides value without crossing sensitive privacy lines. Be transparent: Clearly communicate what data is being collected and why. When customers see an immediate and tangible benefit in return, they are more likely to trust the exchange. Empower the customer: Give customers a sense of control over their data. When personalization feels like a choice, it becomes a driver of loyalty, not a red flag. By internalizing these lessons, companies can reshape their approach to building lasting customer relationships. 6.0 Actionable Principles for a Modern Customer Experience To succeed in today's landscape, aspiring professionals should focus on a set of core principles that connect the entire customer journey, from discovery to long-term loyalty. Treat discovery like a make-or-break moment. A customer's journey starts long before they visit your website. Design every early touchpoint as a seamless, story-driven experience. Rebuild loyalty based on behavior, not fantasy. Reassess loyalty programs based on real customer actions and measurable business goals, not assumptions. Segment smarter and personalize with purpose. Move beyond generic demographics to target customers by generation, behavior, and emotional triggers to deliver true relevance. Pair AI with empathy and know when to hand off. Use AI to streamline simple tasks, but ensure a quick and easy path to human support when nuance and empathy matter most. Win the moments that matter or lose customers. Identify the high-stakes moments in the customer journey where loyalty can be instantly won or lost, and design solutions to win them decisively. Turn privacy into a competitive advantage. Build trust by being transparent, providing clear value, and giving customers control over their personal data. Measure what actually moves the needle. Go beyond traditional metrics to track the behavioral, emotional, and financial impact of your customer experience initiatives. These seven principles are the foundational building blocks for anyone seeking to create the exceptional and effective customer experiences that define modern brands.   Source:  https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html  

Joining us on this sponsored episode of the Mobility Management podcast are two leaders from Atlas Technology: Michael McCarthy, Director of Growth, and Chenna Strange, Customer Experience and Support. In this episode, McCarthy and Strange join Mobility Management editor in chief Laurie Watanabe to share the next stage of Atlas Technology and its new rebrand, explore how Atlas's full RCM platform supports providers — and toast an old friend.

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave and Esmee continue their conversation with Rob Lefferts, CVP Threat Protection about the key security announcements and explore how we leverage agents to protect, defend, and respond at AI speed.  TLDR00:50 – Introduction to Rob Lefferts01:40 – Keynote highlights and insights from the Expo floor03:19 – In-depth conversation with Rob on why security is critical in the era of AI22:53 – Favorite IT-themed movie linked to the Asimov's principles and the Louvre password  GuestRob Lefferts: https://www.linkedin.com/in/rob-lefferts/ 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

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip.  Dave, Esmee and Rob, continue their discussion with John Link, Partner Product Manager at Microsoft, exploring Frontier organizations and how AI and quantum are reshaping R&D, all within the context of Microsoft Discovery. TLDR00:58 – Introduction to John Link (and some fun food spellings)03:55 – Keynote highlights and Expo floor insights06:42 – Deep dive conversation with John25:00 – Favorite IT-themed movie, thoughts on brain implants, and the simulation theory GuestJohn Link: https://www.linkedin.com/in/johnmlink/ 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

The Peak/End rule has more layers and nuance than I thought, and I'm on a learning journey to explore it further. Join me.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.

SummaryIn this conversation, Dr. Chris L. Brown and Brad Giles discuss the essential roles and responsibilities of a CEO, the importance of accountability, and the cultural aspects that influence the customer experience. They discuss the genesis of Giles' book 'Made to Thrive', the significance of aligning values with actions, and the necessity of effective succession planning. The conversation also touches on the importance of onboarding new employees and previews Giles' upcoming book 'Bigger Isn't Better', emphasizing that better is more valuable than simply bigger in business.TakeawaysEvery leader's challenge is how to make their effort count.People often don't understand the role of a CEO.The results of a great CEO go beyond immediate profits.Accountability is crucial for performance measurement.Cultural alignment is crucial to delivering a seamless customer experience.The CEO acts as an ambassador for the organization.Values must be authentic and reflect the company's identity.Measuring qualitative values in practice can be challenging.Better is better; growth should not be the only goal.Compounding is essential for sustainable business success.Chapters00:00 Introduction to Leadership and the Role of a CEO02:33 The Genesis of 'Made to Thrive' and CEO Accountability05:20 Understanding the Five Roles of a CEO07:38 The Importance of Accountability in Customer-Centric Organizations10:25 Cultural Impact on Customer Experience12:51 The Role of the CEO as an Ambassador15:36 Values in Organizations: Authenticity vs. Aspirational18:15 The Disconnect Between Values and Behaviors20:53 Succession Planning: Preparing for the Future23:29 Quick Wins for Leadership Teams26:05 The Upcoming Book: 'Bigger Isn't Better'

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This week on The Home Builder Digital Marketing Podcast, Jeremiah Gore of Crossroads Coaching joins Greg and Kevin to discuss how home builders can earn lasting trust by mastering post-sale customer communication and support. https://www.buildermarketingpodcast.com/episodes/295-mastering-the-post-sale-customer-experience-jeremiah-gore

Hello San Francisco - we're arrived for Microsoft Ignite 2025!The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave, Esmee and Rob kick off with Rob Cromwell, CVP of Engineering and explore the exciting evolution of Copilot and share insights on what's coming next. TLDR 00:50 – Back in San Francisco 02:45 – Highlights from the first keynote 11:08 – Intro and chat with Rob Cromwell 30:40 – Tackling tech and authentication challenges 32:28 – Favorite IT-related film and a glimpse into the near future GuestRob Cromwell: https://www.linkedin.com/in/robcromwell/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

Hello San Francisco - we're arrived for Microsoft Ignite 2025! The #CloudRealities podcast team has landed this week in San Francisco, we're bringing you the best updates right from the heart of the event. Join us to connect AI at scale, cloud modernization, and secure innovation—empowering organizations to become AI-first. Plus, we'll keep you updated on all the latest news and juicy gossip. Dave, Esmee, and Rob continue their conversation with Jonathan Hunt, CVP of Business Solutions at Microsoft, diving into the differences between AI-driven business solutions and traditional business applications, and exploring how customers can learn where—and how—to get started with AI.  TLDR00:35 – Introduction and conversation with Jonathan Hunt, plus updates from the event floor22:15 – Favorite IT-themed movie starring Arnold SchwarzeneggerGuestJonathan Hunt: https://www.linkedin.com/in/jonathan-hunt1/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

Getting people through the door is hard, but getting them to keep coming back? That's where most bar owners drop the ball. Discounts might feel like the move, but they're quietly killing your margins and not building real loyalty. This episode breaks down a smarter, cheaper way to lock in regulars by actually making them feel seen, no gimmicks, no stamp cards. We're talking real talk on recognition, retention, and how to use your POS data to turn first-timers into lifers.If you want your bar to feel like their bar, this is the one to listen to.What You'll Learn:

Send us a textThe BMW M x VR46 Customer Experience in ItalyIn this exciting episode of Car Guys, Adam shares his recent trip to Italy, where he experienced the thrill of motorsports firsthand. From the iconic streets of Maranello to dinner with racing legends, this journey is packed with unforgettable moments that every car enthusiast will appreciate.1. The Adventure Begins: From Atlanta to ItalyAdam's trip started with a flight from Atlanta to Amsterdam and then to Bologna. He was filled with excitement, eager to explore the legendary Motor Valley, home to Ferrari and Lamborghini. However, as many travelers know, plans often change. Upon arrival, Adam found himself overwhelmed and ended up taking a long nap instead of embarking on a whirlwind tour of car factories.2. The Allure of MaranelloThe next day, Adam made his way to Maranello, the birthplace of Ferrari. Without a rental car, he relied on taxis to reach his destination. The Ferrari museum was his first stop, where he marveled at impressive models, including a one-of-a-kind SC40. He also discovered a treasure trove of Ferrari merchandise, making it a true paradise for car lovers.3. A Unique Experience at the Enzo Ferrari TheaterWhile exploring Maranello, Adam stumbled upon the Enzo Ferrari Theater, which was hosting an F1 viewing party for the Mexico race. Free admission meant he couldn't resist joining the local Ferrari fans. Wearing a Ferrari shirt and an Aston Martin jacket, he mingled with fellow enthusiasts, highlighting how cars bring people together regardless of their backgrounds.4. The Valentino Rossi BMW ExperienceThe trip wasn't just about sightseeing; it was also about celebrating Adam's purchase of the exclusive BMW VR 46 Valentino Rossi car. As a longtime fan of Rossi, this experience was a dream come true. The car, one of only 46 worldwide, comes with an exclusive opportunity to meet Rossi and drive on the Imola track. Adam's excitement was palpable as he recounted the story of how he decided to buy the car, despite initially having reservations.5. Culinary Delights and Local CultureAdam's culinary adventures in Maranello were just as thrilling as the racing. He dined at a local restaurant called Drake's, where he claimed to have had the best food of his life. The bustling streets filled with passionate Ferrari fans made the atmosphere electric, and Adam's interactions with locals added a personal touch to his adventure.Key TakeawaysAdam's trip to Italy was more than just a vacation; it was a journey into the heart of automotive culture. From the iconic Ferrari museum to the thrill of watching an F1 race with fellow enthusiasts, each moment was a testament to the deep connection between cars and community. For car lovers, the experience of visiting Maranello and witnessing the legacy of racing legends is truly unmatched.Tags: Car Enthusiasts, Motorsports, Ferrari, Lamborghini, Valentino Rossi, Travel, Automotive Culture, F1 Racing, Italian Cuisine, Maranello, BMW VR 46, Car CollectorsSupport the show

AI avatars are moving fast, faster than regulation, faster than most teams can adapt, and in some cases, faster than human comfort levels. In this conversation, marketing leader Tomer Zuker breaks down what's actually happening behind the scenes: the real technology, the ethical risks, and why brands are quietly preparing for a hybrid future of humans, agents, and fully conversational avatars.Tomer shares what he's seeing inside organizations adopting AI today, how synthetic influencers are reshaping audience expectations, and why authenticity now has two different meanings.→ What AI avatars really are (and the two types every marketer should know)→ How conversational avatars change customer experience→ The ethics, risks, and trust dilemmas brands can't ignore→ When humans vs. avatars vs. AI agents make sense→ Why the future of authenticity is more complex than it looks

" We're evolving the [escape room] experience towards something that's more theatrical, with puzzling, gaming, and immersive art all together." Magnifico is currently (as of November 2025) the top escape room in the world, as voted on by experienced escape room enthusiasts. For 2.5 hours, we were transported to another world where magic is real and anything is possible. This game was a culmination of Escaparium's signature style: epically sized and meticulously built sets with large-scale puzzles that involve the whole team, and meaningful stories told through both gameplay and theatrical moments featuring live actors. Jonathan Driscoll and Sacha St. Denis are the owners and driving force behind Escaparium, in Laval, Canada (just outside of Montreal). Since their previous appearance on REPOD, they've cemented their spot as one of the top companies in world. Last year, in 2024, they captured the #1 and #3 spots on the TERPECA rankings, with their games Magnifico and Forgotten Cathedral, respectively. Wardrobe for Sale ranked at #14, and Lost Island of the Voodoo Queen ranked at #37 in the world. It's clearly not a fluke. Escaparium is consistently creating world-class games, year after year, and when they're not busy opening new games, they're renovating and remodeling old experiences. Rain Corp. has been given a make-over into Ctrl Alt Reboot. They are also overhauling their lobby once again, creating an immersive bar experience featuring a crashed space ship. Jonathan and Sacha joined us to talk about their new games, what's driving them, and where they're getting inspiration. My biggest takeaway from this conversation was that they are very involved in the escape room community and industry. They are constantly traveling and playing games. They attend every convention. For them, it's always about the details. If even one small detail inspires their next idea, Jonathan says it's gold. That's the mindset they instill in their whole team as well.   Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and COGS. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   Support Us On Patreon Today Love escape rooms as much as we do? At Room Escape Artist, we've been analyzing, reviewing, and exploring the world of immersive games since 2014. We help players find the best experiences, and push the industry forward with well-researched, rational, and reasonably humorous escape room and immersive gaming content and events. By becoming a Patreon supporter, you're not just backing a blog — you're fueling a mission to make the escape room and immersive gaming community stronger, more thoughtful, and more connected. Access exclusive Patreon content such as: The Bonus Aftershow The Spoilers Club Early access to escape room Tour tickets and REA articles. Your Patreon support goes toward our mission: paying our contributors, funding our infrastructure, and supporting deep research and industry advocacy.   PG's Playhouse If you love wordplay, puzzles, and trivia, this is the podcast for you! PG's Playhouse recreates a fun game night, all in a short, 30-minute format. Of course, what's game night without making new friends? We bring on different guests for the different episodes. Each episode features a puzzle packed with wordplay and trivia, a short chat with the guest, and a segment exploring an interesting topic. I hope you'll take a listen and play along with us at PG's Playhouse.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   Production Credits Hosted by David Spira & Peih-Gee Law Produced by Theresa Piazza Supported by Lisa Spira Edited by Steve Ewing Music by Ryan Elder Logo by Janine Pracht  

How are AI-powered Interactions Transforming Daily Customer Experiences  Shep interviews Tifenn Dano Kwan, Chief Marketing Officer at Amplitude. Tifenn talks about how AI and digital analytics are redefining customer experience through hyper-personalization and authentic interactions.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What inflection points in technology have most impacted customer experience in the digital era?  What is hyper-personalization?  How has artificial intelligence transformed digital customer experiences?  What future trends in AI could most impact customer service and experience?  Should companies be transparent with customers about using AI-powered services?  Top Takeaways:    Artificial Intelligence has become one of the biggest game-changers for customer experience. It helps companies remove friction, enabling customers to get help faster and solve problems more easily.  Embracing new tech in CX is about finding ways to make life easier for your customers. Moments like the rise of the web, and the growth of AI mark big turning points that companies must adapt to. Being open to change lets businesses create better experiences for customers and stay ahead of the competition.  Customers want to be treated as individuals, not just a number. Personalization, especially when powered by AI, helps match customers with products, recommendations, or solutions that really fit them.   AI can deliver hyper-personalized experiences that keep people engaged and coming back. But, businesses need to remember that personalization that feels authentic and respectful is what really wins customers over.  Customers prefer when companies are transparent, especially about processes that impact their experiences. Modern customers can easily spot fake or insincere messages. Being authentic means communicating honestly and being open about how technology, like AI, is being used to serve them.   Your AI is only as good as your data. If the information going into the system is wrong or messy, the results might mislead both the company and the customer! Good data leads to smart decisions and better customer outcomes.  Whenever there's a major technological change, there's always concern about job losses. While AI can take over some tasks that used to require humans, it also creates new work opportunities. New jobs and skills will be in demand, especially in areas that support or expand what AI can do.   The future of work is about adapting, learning, and growing alongside technology, not competing against it.  Plus, Shep and Tifenn discuss use cases and opportunities for AI to improve the customer experience. Tune in!  Quotes:   "The goal of AI is to remove fiction and deliver delightful, seamless, and outcome-driven experiences for their customers."  "Hyper-personalization is personalization at scale. The more in touch we are with our customers, the more likely we are to drive conversions."  "AI is only as good as your data. If you have the wrong data, then you will have the wrong output. It is going to mislead you. More importantly, it will mislead your customers."  "Embrace what's next. We are going to see significant evolution in the world of AI. Don't be afraid to experiment and test."    About:    Tifenn Dano Kwan is the Chief Marketing Officer at Amplitude. Before working at Amplitude, she was CMO at Collibra, Dropbox, SAP Ariba, and SAP Fieldglass.  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

Send us a textIn this episode of Navigating the Customer Experience, we sit down with Ty Givens, the dynamic Founder and CEO of CX Collective, a consultancy known for building customer experience programs that scale while still feeling human. With a career that began at just 18 years old, Ty walks us through her remarkable journey from her first customer service desk at Office Depot to leading global teams and eventually launching her own company nine years ago.Ty shares how an early promotion into workforce management shaped her analytical mindset and laid the foundation for her future leadership roles. After years of being called in to “fix” support operations, she recognized that real transformation requires more than one person—it requires systems, collaboration, and a dedicated team. That realization became the catalyst for starting CX Collective.One of her greatest rewards today is witnessing the tangible results of her team's work—whether it's improving a help center's searchability or strengthening an AI knowledge base. Ty describes herself as results-driven and energized by project-based outcomes that create long-term value for clients.Ty also opens up about the emotional challenges of leading support teams. Early leadership training at Intuit, combined with her MBA in Organizational Leadership, helped her develop a grounded approach centered on emotional intelligence, inquiry, and humility. Recognizing her strengths as an operator rather than a novice-leader coach, she began developing CX playbooks—practical guides that help leaders navigate common challenges, from time management to launching AI programs. These playbooks have become both her most essential tool and a source of self-reflection.Ty talks about the importance of community, staying curious about industry trends, and the advantage of having worked inside many different organizations. She also shares the fiction authors who shaped her love for storytelling—Eric Jerome Dickey and Carl Weber—and why their writing continues to resonate.We also explore what Ty is most excited about these days: celebrating her niece's freshman year at Tuskegee University and being stretched professionally as she leans into marketing her playbooks to a broader audience—an entirely new frontier after years of organic, word-of-mouth growth.Ty closes the conversation with two powerful affirmations from her grandparents that guide her through adversity: “You can do anything you put your mind to,” and “Lace up your bootstraps.” These messages remind her to stay grounded, confident, and ready to face whatever comes.Connect with us on X @navigatingcx and join our private Facebook community, Navigating the Customer Experience.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #272, we welcomed Matt Rubright, Chief Customer Officer at Jam.dev based in Seattle, WA. Jam powers the complete software development lifecycle, with AI that eliminates 84% of bug reproduction tasks, so your engineers can ship clean code faster.Jam AI adds the relevant logs and steps to make every bug report actionable. With integrations with best-in-class issue trackers & other product management tools, Jam fits right into EPD workflows.In this episode, Matt and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #272 Highlight Reel:**1. Salesforce utilization management in today's world 2. Why you might be over-building your CRM3. Implementing tech changes within an organization 4. Building playbooks to guide your team & create consistency 5. Leveraging 360 feedback to build high-performing teamsClick here to learn more about Matt RubrightClick here to learn more about Jam.devHuge thanks to Matt for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

As the holiday shopping season gets into full swing, this year thoughts are turning to agents and the changing role of AI in commerce. Sheryl Kingstone returns to discuss the impacts and offer insights into strategies for putting agents to work and working in a world of agents with host Eric Hanselman. AI is spanning generations in technology adoption and engagement in ways that previous technologies have struggled. Search and digital engagement had strong splits between different generations. The natural language capabilities of chat interfaces are stepping across technology hesitancy. But it is creating challenges for businesses in reaching their customers. Search engine optimization is well understood, but how can a business ensure it's found by AI entities? Making more information available, but being more selective about which interactions get what data is a critical balance to achieve. Bot management has become a lot more complicated. Building trust in autonomous experiences is the next big hurdle that AI technologies have to accomplish. Gen Z users are more comfortable with automated actions, but trust is still key. Building connections with brand advocates is just as important as it's always been and now has to be delivered through AI. Internal chat can be a good start and it needs to be extended to become a more complete assistant-style interaction. It requires a significant improvement from legacy chatbots and the business it creates can make it worthwhile.   More S&P Global Content: 451 IT Insider: A roundup for IT decision-makers Next in Tech | Ep. 205: Agentic AI Impacts National Retail Federation looks to revitalize the modern commerce experience   For S&P Global subscribers: Benchmarking digital maturity: Are businesses ready for agentic AI? – Highlights from Vot… Pace of AI agent advancement could spur M&A in the sales automation market Big Picture Report: 2026 AI Outlook – Unleashing agentic potential   Credits: Host/Author: Eric Hanselman  Guest: Sheryl Kingstone Producer/Editor: Feranmi Adeoshun Published With Assistance From: Sophie Carr, Kyra Smith  

On this episode of After Earnings, Ann sits down with Beth Gaspich, the Chief Financial Officer of NiCE - a decades-old enterprise software company looking to transform itself into an AI-driven customer experience platform.They discuss how NiCE aims to redefine contact centers through automation and conversational AI, NiCE's nearly $1 billion acquisition of Cognigy, and the company's approach to fraud detection and deepfake prevention. 00:00 — Beth Gaspich joins 02:00 — The history of NiCE 05:00 — AI and automation in contact centers 06:00 — Deepfake detection and data privacy 10:00 — Market perception vs. fundamentals 11:30 — Inside NiCE's nearly $1 B Cognigy acquisition 13:00 — Balancing profitability and growth 15:20 — Acquisition and capital allocation strategy 18:00 — How NiCE evaluates AI tuck-ins 19:00 — Beth's career and leadership path 22:00 — How a CFO keeps up with AI 23:40 — The next generation of finance talent$NICE Learn more about your ad choices. Visit megaphone.fm/adchoices

This episode is brought to you by Commerce.DoorDash has come a long way from delivering takeout. Today, it's a platform for everything local — powering delivery, fulfillment and retail innovation across dozens of categories.In this episode of Retail Remix, host Nicole Silberstein sits down with Fuad Hannon, DoorDash's VP of New Verticals, to unpack how the company is executing its vision to level the local commerce playing field. From the launch of DashMart Fulfillment Services to partnerships with brands like Kroger and Party City, DoorDash is helping retailers of all stripes and sizes compete on speed, convenience and customer experience.Key Takeaways:How DoorDash's mission to empower local economies has evolved beyond restaurants;How the company's investments in autonomous delivery are setting the stage for the next generation of 24/7 commerce;What the recent acquisitions of SevenRooms and Symbiosis reveal about DoorDash's growing reach in technology and services; The growth of DoorDash's $1 billion+ advertising business and how the company balances merchant ROI with consumer experience; PLUS The most unusual product Faud has seen DoorDash deliver.Related LinksExplore how DoorDash is expanding into retail, fulfillment, and autonomous deliveryRelated reading: DoorDash Launches Fulfillment Services; Party City, CVS Among First to TrialRelated reading: DoorDash Launches Driverless Delivery with Waymo in Phoenix Metro AreaGet more insights on retail innovation at Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with Rizwan Sherif, Director of Customer Experience at Credit Repair Cloud, to discuss how Fin Voice has transformed their phone support through instant, 24/7 responses. They also discuss building trust when handling sensitive data, what goes into delivering consistently good omnichannel experiences, and the power of multilingual AI to serve every customer no matter where they are in the world.Watch this episode on YouTube: https://youtu.be/nlPvtM7fRAo?si=vEFD-ieKNFgw5TJQFollow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/rizwansherif/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Explore Fin Voice: https://fin.ai/voiceConnect with us:

What if your customers could talk directly to your brand, without scaling your your customer service teams to a 1:1 capacity? This episode is brought to you by Krisp.ai, the all-in-one voice AI that makes every conversation sound professional. With industry-leading noise cancellation, real-time accent conversion, accurate transcription, and smart call summaries, Krisp helps teams and individuals stay clear and productive. Trusted worldwide and powering over 75 billion minutes of conversations each month, Krisp is the easiest way to elevate every call. Try it free at krisp.ai. Agility sometimes requires fundamentally rethinking the core business assumptions around how we fund growth, build teams, and create value.Today, we're going to talk about the strategic decisions that underpin the AI revolution. It's not just about the technology itself, but about the crucial choices leaders make around how to finance innovation, how to structure teams, and how to stay ahead of the curve on what's actually possible versus what's just hype. To help me discuss this topic, I'd like to welcome, Arto Minasyan, Co-Founder & President at Krisp.ai. About Arto Minasyan Arto Minasyan is a visionary entrepreneur and co-founder of Krisp.ai and 10Web, two successful VC-backed startups that collectively raised $28 million and achieved profitability. He leads teams of around 300 professionals across both companies, driving innovation and operational excellence. Under his guidance, Krisp was honored as one of TIME's Best Inventions of 2020, while 10Web's AI Website Builder has powered over one million websites. Arto frequently shares insights on balancing venture capital with bootstrapping, advancing AI voice technology, and building diverse global tech teams beyond Silicon Valley. Arto Minasyan on LinkedIn: https://www.linkedin.com/in/artominasyan/ Resources Krisp.ai: https://www.krisp.ai This episode is brought to you by Krisp.ai, the all-in-one voice AI that makes every conversation sound professional. With industry-leading noise cancellation, real-time accent conversion, accurate transcription, and smart call summaries, Krisp helps teams and individuals stay clear and productive. Trusted worldwide and powering over 75 billion minutes of conversations each month, Krisp is the easiest way to elevate every call. Try it free at krisp.ai. Register now for Sitecore Symposium, November 3-5 in Orlando Florida. Use code SYM25-2Media10 to receive 10% off. Go here for more: https://symposium.sitecore.com/Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ 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

You want repeat customers and loyal fans, right? Of course you do - this is a key to your success. In today's episode, I share 3 steps to do just that!

Here's a truth most car dealerships don't want to admit: people don't hate buying cars. They hate buying cars from salespeople who make the customer experience painful. That's the challenge Brendan Carlington from Mount Pleasant, Michigan brought to me on a recent episode of Ask Jeb. Brendan jumped back into auto sales this year after spending time in other industries and he noticed something big. Traditional sales positions are disappearing. Customers can research everything online, get quotes instantly, and even start negotiations with a click. What's missing is training that teaches sales pros how to create an experience people actually enjoy. The vehicle isn't the differentiator. The experience is. Why the Experience Matters More Than the Product I told Brendan something I have felt for a long time. Customers already know what they want before they walk into the dealership. They have seen every trim, every feature, every price point. What they do not know is whether they will enjoy the buying process. That is where you, the salesperson, become the product. Your job is not just to sell the car. Your job is to guide your customer through the process, reduce friction, build trust, and make them feel confident that they are making the right decision. When I buy a car, I already know what I want. If the experience is miserable, I put it off. If I know it will be smooth, engaging, and human, I buy immediately. Modern buyers are craving a guide, not a grinder. The Power of Frameworks Brendan had a simple but powerful philosophy. He said there are three conditions to win: sell a car, give the customer a great experience, and make as much money as possible without compromising those things. That mindset is exactly what great sales frameworks are built on. A framework gives you rails to run on while keeping you flexible in the conversation. It is not a script. It is a repeatable system that lets you adapt to the customer while staying disciplined. When you take complex sales processes and make them simple and repeatable, you create reliability and confidence. That principle is at the heart of fanatical prospecting and objection handling. Learning to simplify complex ideas into actionable steps separates average salespeople from top performers. How to Become the Trusted Guide If you are in car sales or any sales role where buyers can research online, here is the playbook: Unpack your customer's fears. They walk in with emotional baggage from past experiences. Acknowledge it. Ask better questions. The more they talk, the better they feel. When the customer does most of the talking, they have a good experience. Create a VIP moment. Buying a car is a milestone, not a transaction. Build a repeatable system. Know your greeting, discovery questions, and closing flow cold and practice it until it is second nature. Using systems that focus on outcomes, such as first-time appointments, conversion rates, and pipeline velocity, makes the difference between a salesperson who spins their wheels and one who consistently drives results. Practicing this every day builds the kind of discipline that leads to consistent performance and customer loyalty. Making It Fun Again Brendan shared something I loved. Before car sales, he worked in the Vegas nightlife industry and he asked, “Why can't buying a car be fun?” That is the kind of thinking that transforms an industry. Fun does not mean loud music or strobe lights. It means energy, curiosity, and enthusiasm. When people enjoy buying from you, they tell everyone they know. If your dealership or team has lost that spark, it is time to rebuild your sales culture. Focus on making the customer experience unforgettable. Strong sales leadership and coaching techniques help teams focus on guiding the buyer through the process instead of just pushing products. Developing those skills consistently pays huge dividends in customer retention and referrals.