Podcasts about Customer experience

Send us a textThis episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me.We dive into a wide-ranging conversation covering:The new leadership vision at NICE and what it means for the futureWhether NICE sees itself as a CCaaS platform, an AI powerhouse, or bothThe evolving role of major CRMs in the contact center AI landscapeAnd a whole lot more behind-the-scenes insight from one of the most influential CX tech companies out thereIf you're in the contact center, customer experience, or enterprise tech space, this is a must-listen. Don't miss it. Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

The telecom industry is undergoing a fundamental transformation. This shift is creating new business opportunities and services but also brings significant challenges in transformation and modernization. In this special bonus episode, building on our Reimagining Telecoms mini-series, we dive into the current opportunities shaping today's dynamic telco landscape.This week, Dave, Esmee and Rob talk to Vivek Badrinath,  Director General of the GSMA about the current opportunities shaping today's dynamic telco landscape and the role of GSMA. TLDR01:38 Introduction to Vivek and the bonus episode03:48 In-depth conversation with Vivek Badrinath42:13 Can empathy become a strategic KPI in telecom?47:20 Event in Uzbekistan and doubling down on the digital ecosystem GuestVivek Badrinath: https://www.linkedin.com/in/vivekbadrinath/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/with Praveen Shankar: https://www.linkedin.com/in/praveen-shankar-capgemini/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

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

In this inspiring episode of Mirror Talk: Soulful Conversations, host Tobi Ojekunle sits down with visionary entrepreneur David Sauers, the man behind Royal Restrooms and several other groundbreaking ventures. With over two decades of experience, David has taken what many considered mundane—like portable restrooms and outdoor event logistics—and transformed them into premium, unforgettable experiences. We dive into how he turned scepticism into success, franchised his vision nationally, and continues to innovate across various industries.From practical challenges to soul-deep purpose, this conversation explores the mindset, discipline, and heart it takes to lead with impact. David also shares invaluable wisdom for aspiring entrepreneurs, especially those entering the world of franchising or overlooked markets.Chapters00:00 Introduction to David's Journey07:31 The Birth of Royal Restrooms13:28 Overcoming Industry Challenges17:38 The Franchising Model Explained22:28 Customer Experience and Core Values25:46 Navigating Client Expectations30:10 Expanding Business Horizons33:53 The Importance of Innovation37:33 Balancing Family and Business41:23 Future Ventures and Community Impact

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

Christian Terwiesch, Wharton Professor of Operations, Information and Decisions, discusses the evolving role of AI in customer service—highlighting the tension between cost reduction and service quality, the growing expectations of consumers, and the challenges of fully automating support without losing the human element. Hosted on Acast. See acast.com/privacy for more information.

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

CitizenM's CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world's most innovative hotel brands uses technology to empower people — not replace them. From launching a wildly successful paid loyalty program to redesigning customer journeys with AI and real-time feedback, Casper shares how CitizenM is redefining modern hospitality. Plus, he talks about their recent acquisition by Marriott, how a Slack-integrated feedback loop transformed their ops, and the loyalty that lives beyond points: the subscription model that works. Hit that like, subscribe, and tap the bell to stay up to date on visionary customer experience leaders. Key Moments:   00:00 Introduction to Casper Overbeek, citizenM Hotels03:46 Citizen M's Unique Approach to Customer Experience04:20 A Unique Loyalty Program and Digital Experience12:52 Marriott Acquisition and Future Plans34:27 The Importance of Human Connection in Hospitality37:58 The Role of Feedback in Improving Services41:22 Integrating AI in Hospitality45:48 The Future of Customer Experience with AI51:57 Balancing Technology and Human Touch53:29 What's Next for citizenM?55:42 Lightning Round and Experiences as a Customer –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

This episode explores how technology and business truly come together to drive meaningful change, focusing on the shift from on-premise to cloud ERP. You'll hear how companies are breaking free from outdated systems, overcoming technical debt, and embracing more agile, modular approaches to stay ahead in a fast-changing world. The conversation unpacks common myths about security and customization, explains why cloud ERP offers greater trust and flexibility, and highlights the priorities today's CIOs are setting to future-proof their organizations. With insights on continuous innovation, compliance, and keeping your business unique, this discussion will leave you rethinking what's possible for the future of work.

'Devo aumentare il limite di spesa della mia carta di credito'. Paolo Fabrizio convidide questa customer experience in cui tempo, sforzi del cliente e fidelizzazione sono fattori determinanti. Articolo completo QUI >>

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

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

Send us a textIn this compelling episode of Navigating the Customer Experience Podcast, we speak with Jay Sapovits, a dynamic and resilient entrepreneur with a flair for reinvention. Jay's journey began with a bold move across the country at age 18, setting the tone for a life rich in unconventional choices and high-profile experiences. With a knack for spotting opportunity in adversity, Jay has built a career rooted in innovation, grit, and human connection.From Retail to Revolutionary: The Ink Stores StoryJay is currently leading Ink Stores, a full-service promotional company specializing in on-demand webstores. Originally a traditional storefront business, the pandemic forced a dramatic pivot. In response, Jay transformed the company into an online powerhouse that builds, hosts, and fulfills custom merchandise stores for businesses—with no inventory, minimums, or upfront costs. This reinvention not only helped Ink Stores survive but thrive in a competitive, post-COVID market.Real-World Impact: Swag Without the HassleJay shares a powerful client use case involving a holiday employee gift initiative. Rather than requiring HR to manage sizing, style, and distribution of branded jackets, Ink Stores created a custom online portal. Employees could independently select sizes, styles, and colors, and orders were shipped directly to them—eliminating friction, protecting employee dignity, and freeing HR from uncomfortable sizing conversations. It's a prime example of how Ink's model prioritizes autonomy, convenience, and a seamless experience.Jay's Must-Have Business Tools & BooksWhen asked about a tool he can't live without, Jay simply answers: Email. He's responsive to a fault—often replying within seconds—and views this real-time communication style as a core operational strength.Two books stand out in shaping Jay's business philosophy:Dig Your Well Before You're Thirsty by Harvey Mackay – A classic on proactive networking.How to Become a Rainmaker by Jeffrey Fox – Jay's all-time favorite sales book, packed with short, punchy insights on winning and keeping clients. He frequently recommends it to job candidates and young professionals.Strategic Priorities in Uncertain TimesAs 2025 unfolds amid economic pressure and political shifts, Jay remains grounded. His three focus areas:Stay connected with customersFollow industry trendsPrioritize team culture and employee well-beingNotably, Jay refuses to raise prices despite rising supplier costs. He views opportunistic pricing as short-sighted and is committed to rewarding loyal customers with price stability—or even reductions. His values stand in contrast to what he calls “price gouging” across many industries.What's Next? A Leap Into TechJay is currently expanding his capabilities through tech and AI by interviewing candidates for data science and development roles—areas outside his comfort zone but essential for scaling customer experience. His willingness to push into unfamiliar territory speaks volumes about his growth mindset.Words to Live ByJay shares a simple but profound quote taped to his computer: “If you promise someone something, keep it.”He explains that success is a series of doing simple things right—choosing the next right action, over and over again. In Jay's eyes, life isn't about making mistakes unknowingly; it's about consciously choosing right versus wrong. Stacking up the right choices, he believes, leads to a meaningful, impactful life.Connect with Jay Sapovits:

What is customer experience (CX) and why should we care?This week I'm joined by Brittany Fox, tech founder and CX expert, to talk about the biggest conversation happening across enterprise businesses right now - and how small business owners can use this to their advantage.Brittany shares why visibility is everything when it comes to your customer journey and how you can strengthen your customer experience from the minute you stop listening! .If you LOVED this episode, make sure you share this on your Instagram stories and tag us @contentqueenmariah and @cx_with_britt ⁠⁠LEARN THE DETAILS OF A CONTENT STRATEGY WITH MY FREE AUDIO GUIDE⁠⁠ KEY EPISODE TAKEAWAYS

In this episode, we're diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences. You'll learn why today's customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening your message, and understanding your buyers better than ever. We'll explore: Why great teams move in the same direction (and how to get yours there) How leaders set the tone for performance and culture by setting the example The power of understanding client objections before they derail your sale The secret to identifying your right-fit buyer and fine-tuning your messaging and marketing Why follow-up is the most overlooked part of both the sales and service cycle How to eliminate silos between sales, marketing, and customer service to create a seamless, connected experience Whether you're a business owner, CX leader, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

Michael O'Donnell, the #1 solar sales executive known as the Godfather of Sales, is a Partner and Vice President of Sales and Marketing at SunSolar Solutions, a Top 10 U.S. solar contractor voted #1 for Customer Experience. As CEO/Lead Instructor of MOD Sales Academy, he mentors aspiring salespeople to achieve seven-figure incomes. With over 12 MW in personal sales since 2015, Michael is a 10-time D2DCON Golden Door Award winner, a keynote speaker at solar conferences, and a frequent guest on sales and solar podcasts. He's the bestselling author of No Matter Watt!! The Recipe for a 7 Figure Income in Sales and is working on his second book, Go Solar or Else. Leading his MOD MOB mastermind, Michael inspires others to pursue a nine-figure vision while continuing to set records, including over 20 appointments and 65 KW sold in a singleSupport the show

Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders.CX leadership requires empathy, strategy, and communication. Stepping into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful CX leaders recognize this challenge and approach it with empathy, connecting the dots between customer satisfaction and departmental goals—whether that's showing finance how retention boosts revenue or demonstrating to operations how journey improvements reduce costs.Effective CX leaders also make abstract ideas tangible through tools like journey mapping, customer feedback videos, and direct quotes. These bring the customer experience to life, helping leaders understand how their decisions affect the customer. By inviting participation early, you turn resistance into collaboration.Customer experience is a commitment, not a department. As your initiatives grow, position yourself as a bridge—helping others see how CX can align with their goals—and watch them adopt customer-focused projects on their own.Curious about where to focus your CX leadership efforts? Visit cxicompass.com to answer 11 simple questions and receive personalized guidance on your next steps. Your journey to organizational alignment starts with understanding that change happens with people, not to them.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comUltimate Guide to Customer Journey Maps -- https://experienceinvestigators.com/ultimate-guide-to-customer-journey-maps/CX Success Statement Workbook -- https://bit.ly/cx-success-workbookTake the CXI Compass™ assessment -- http://cxicompass.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Wie setzen Unternehmen KI heute im Marketing und CRM ein – und was bedeutet das für SEO, Customer Journey und Tool-Landschaft? In dieser Crossover-Folge des Forward Podcasts und des Marketing Transformation Podcasts sprechen Thuy Ngan und Erik über praktische KI-Anwendungen und ihre realen Auswirkungen. Darüber hinaus diskutieren Thuy Ngan und Erik, wie KI-Agenten die Suchmaschinenoptimierung herausfordern und welche Prozesse Unternehmen etablieren sollten, um flexibel Tools zu evaluieren und einzusetzen. Die beiden erörtern insbesondere folgende Fragen: - Wie nutzen Unternehmen KI heute konkret in Kreation, Segmentierung und Personalisierung? - Welcher Hebel liegt in datengetriebenen Anwendungen und Retention-Marketing? - Wie verändern KI-gestützte Assistenten die Zukunft der Suchmaschinenoptimierung? - Warum ist ein prozessorientierter Umgang mit Tools wichtiger als einzelne Lösungen? - Wie lässt sich KI einsetzen, um Marketingbotschaften hyperlokal und personalisiert auszuliefern? Über Thuy Ngan Trinh Thuy Ngan ist Managing Director bei Project A, Hostin des Forward Podcasts und Expertin für datengetriebenes Marketing, Customer Experience und technologische Transformation. Sie begleitet Unternehmen in digitalen Wandelprozessen, mit Fokus auf praktische KI-Einsätze, DSM-Konzepte und digitale Customer Journey-Strategien. Der Marketing Transformation Podcast wird produziert von TLDR Studios.

Welcome to another episode of Elite Expert Insider! This week, Jenn Foster is joined by the insightful Luis Baez, a seasoned revenue strategist and sales coach whose impressive resume includes top names like LinkedIn, Google, Uber, and Tesla. In this episode, Luis dives deep into the world of personal branding, explaining why standing out as an individual is more important than ever amid the rise of AI and automation. He shares how he accidentally stumbled into the personal branding space—helping colleagues with their LinkedIn profiles—which eventually led to a thriving coaching business. Luis breaks down the essential mindset shifts necessary for building a brand that genuinely connects with others, emphasizing the importance of authenticity, human connection, and aligning your message with the value you deliver. He offers practical advice on blending automation with real human touchpoints, as well as tips on confidently pricing your services and creating repeatable revenue through signature frameworks.

Send us a textClick here to register you and your team for NPG Iconic. Click here to schedule free consultation with New Patient Group and/or WrightChat Click here to subscribe to The Brian Wright Show Podcast Click here to subscribe The Brian Wright Show YouTube Station Click here to subscribe to the New Patient Group YouTube Station at: Understanding what "customer experience" or "patient experience" truly means might be the most powerful competitive advantage you're overlooking. Despite being a buzzword in businesses worldwide, when asked to define it, most leaders draw a complete blank. This fundamental disconnect prevents organizations from delivering the transformative experiences that turn ordinary customers into passionate advocates.Customer experience isn't just having friendly staff—that's merely one ingredient in a complex recipe. The true psychological definition is "the totality of cognitive, effective, sensory and behavioral responses of a customer during all stages of the consumption process." This encompasses every single touchpoint before and after purchase. While hospitality skills and customer service are components, neither captures the comprehensive journey that shapes how people perceive your brand.The most successful businesses—from five-star hotels to Michelin restaurants—understand this distinction. They don't obsess over financial metrics; they obsess over creating exceptional moments at every interaction point. This mindset shift produces remarkable results: when you focus on crafting extraordinary experiences, sales and referrals naturally follow. The organizations fixated on experiences consistently outperform those fixated on numbers.This same principle applies equally to employee experience. Your team members experience a journey with touchpoints before and after being hired, each one shaping their engagement and performance. The culture you create directly impacts how well they'll deliver exceptional customer experiences when nobody's watching. True leadership means mapping these journeys, identifying every interaction, and finding ways to make each one uniquely valuable.Ready to transform your approach? Map every customer touchpoint, evaluate how each compares to competitors, and remember that regardless of your industry—you're in the people business first. Join us at our upcoming Nashville event to develop the skills needed to implement this experience-focused mindset across your organization.Welcome to the Brian Wright Show, a podcast downloaded in 127 countries. This podcast, formerly known as the New Patient Group Podcast, is dedicated to entrepreneurs, their team members and their families but for anyone wanting to transform their life, career and/or business in the new economy. The Brian Wright Show Podcast is hosted by globally renown motivational speaker, business consultant and life coach, Brian Wright. He is a trusted consultant and speaker for some of the biggest name entrepreneurs and corporations in the world, including AlignTechnology, the makers of Invisalign. He has been featured in Forbes, CNBC and The National Journal. He is currently the Founder & CEO of New Patient Group and also WrightChat. He is married and has two children.New Patient Group - The Employee & Patient Experience Co.A company designed to help orthodontists, dentists and other types of Doctors create a practice that dominates the new economy. Learn Advanced and Cutting Edg

This episode is brought to you by BIgCommerceSurviving 100 years in retail is rare — thriving for 110 is something else entirely.In this episode of Retail Remix, host Nicole Silberstein speaks with Tianne Doyle, President of off-price retail chain Bealls, which is celebrating its 110th anniversary this year. With over 30 years at the company, Tianne shares what has given Bealls such enduring appeal, how it continues to evolve in a rapidly changing market and why its people-first culture might be its most powerful asset. Together, they explore:How a commitment to financial discipline and customer connection has fueled Bealls' longevity;The company's pioneering new ambassador program, which puts loyalty members from across the country in the spotlight;The role of culture, leadership and loyalty in building a purpose-driven retail organization; andBealls' growth plans for the next decade — including new formats, store expansion and digital strategy.RELATED LINKSDiscover how Bealls brings value and brand-name style togetherSee pictures of Bealls' localized store design in Roswell, N.M.Dig deeper into Bealls' history and secrets to success in this recent RTP feature storyExplore the latest retail success stories from Retail TouchPointsCheck out past episodes of Retail Remix Tired of rigid ecommerce platforms and hidden fees? BigCommerce gives you the flexibility to build and scale your store your way — with no extra fees for using the tools you love. Whether B2C or B2B, BigCommerce powers ecommerce that works for you. Learn more at bigcommerce.com/retailremix

In this special Ask Pete edition, Pete turns over hosting duties to top podcast producer Chris Stone for a lively, interactive session driven by listener questions from the mattress industry community. From the challenge of paying bills during tough times, to managing inventory and creating a customer experience that sparks true word-of-mouth, Pete doesn't hold back on candid advice gleaned from 43 years in the business. The episode dives deep into what separates thriving retailers from those just surviving, how to nurture a family business (without losing your mind!), and ways to maximize opportunities like Scott Vaughn's Wingo Masterclass. If you're an independent retailer navigating today's ever-shifting marketplace—or just someone curious about the passion and relationships behind successful stores—this episode delivers practical insights, personal stories, and plenty of laughs. Whether you tuned in live or caught the replay, get ready for raw conversations, audience shoutouts, and Pete's signature blend of expertise and encouragement. Grab your notebook—there's a goldmine of actionable takeaways coming your way on The Pete Primeau Show!  

In this episode of UC Today, host Rob Scott sits down with Garth Landers, Director of Global Product Marketing at Theta Lake, to tackle one of the most urgent and overlooked risks in Unified Communications today: voice compliance.As enterprises migrate from legacy PBX systems to cloud-first platforms like Microsoft Teams Phone and Zoom Phone, many are leaving a dangerous gap in their compliance stack. Voice is no longer isolated — it's deeply integrated with chat, video, AI tools, and screen sharing — yet many compliance strategies are still built for a siloed world.Why watch this? Because as AI transforms UC platforms and vendors roll out new features at lightning speed, knowing how to govern all forms of communication data — including voice — is critical to avoid regulatory risks and future-proof your organization.Key discussion points include:Why voice compliance continues to lag behind messaging and video — and why that's a risk.The top challenges enterprises face when migrating voice to cloud platforms like Teams & Zoom.How to ensure consistent compliance across hybrid UC environments with multiple voice channels.How Theta Lake's solutions enable real-time risk detection and flexible archiving for voice, chat, video, and AI-generated content.Practical advice for IT and compliance leaders preparing for AI-driven voice features and virtual agents.Next Steps: If your organization is modernizing its UC stack or exploring AI-powered communication features, now is the time to review your compliance readiness. Explore how Theta Lake can help you bridge the gap and stay ahead of regulatory demands.

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke is joined by Eddie Arpin, Co-Founder of OfferingTree, a comprehensive website, scheduling, and payment solution designed specifically for wellness professionals. OfferingTree empowers coaches, yoga instructors, personal trainers, mindfulness teachers, and other wellness practitioners by streamlining digital operations, so they can focus on delivering exceptional client experiences. In this conversation, Eddie shares the journey behind OfferingTree, his insights into the evolving needs of wellness professionals, and practical advice on building trust, improving client engagement, and leveraging digital tools effectively. One Powerful Quote: 16:06: “Trust is the most valuable commodity in the world now.” 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 2:47: Eddie shares his software background and the origins of OfferingTree. 5:24: Bryan and Eddie talk about common pain points for wellness professionals.  9:37: Bryan asks Eddie about the value and impact of SMS marketing. 12:26: Eddie goes into evolving trends in content strategy and SEO. 14:57: Eddie shares his thoughts on payment processing and earning customer trust. 17:14: Bryan and Eddie discuss why tech stack integration matters more than ever. 25:54: Bryan wraps up the interview with Eddie imparting his final pearls of wisdom. Bullet List of Resources: https://www.offeringtree.com/ https://www.edelman.com/trust/2025/trust-barometer Guest Contact Information: https://www.linkedin.com/in/eddiearpin/ https://x.com/fifth_eddie https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

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

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

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

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

Federal agencies are setting a higher performance bar when delivering services to the public. The 21st Century integrated digital experience. Act of 2018 set a blueprint for more modern digital first customer experience in government. But agencies didn't start achieving those goals until the COVID 19 pandemic shuttered many agency offices, and now new legislation is looking to build on those goals as part of Federal News Network's 25th anniversary special report Federal News Network's Jory Heckman joins me with more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this powerhouse episode of The Voice of Retail, I sit down with Sharon Gai, an international keynote speaker, AI expert, former Alibaba executive, and recent keynote speaker on the stage at the Retail Council of Canada's STORE2025, for an illuminating conversation on the future of retail in the age of artificial intelligence. Joining from São Paulo, Sharon offers a global lens on how retailers must rethink customer engagement, merchandising, and data infrastructure to remain competitive. We begin by tracing Sharon's fascinating origin story—from her Canadian roots in Vancouver and her education at McGill to an unexpected recruitment by Alibaba. She takes us behind the curtain of Chinese tech culture, describing a world of intense work ethics, hyper-growth, and an ecosystem where AI doesn't just support retail—it drives it. Sharon explains how AI has evolved beyond personalization into what she calls "agentic AI"—systems that not only predict behaviour but act on a shopper's behalf. She warns that retailers who don't maintain pristine product data and detailed PDPs (Product Detail Pages) risk being invisible in LLM-powered answer engines like ChatGPT or Claude. We delve into the differences between Chinese and Western retail, highlighting trends such as the viral "blind box" concept and video commerce that thrive in digital-first cultures. Sharon also shares her learnings from a cross-cultural brand project with Huggies, emphasizing the power of creativity, unpredictability, and localized storytelling.The episode also features insight into a recent Retail Council of Canada panel Sharon led, with Canadian Tire's chatbot innovation and Showcase's trend-driven merchandising model serving as prime examples of AI-enabled transformation at home.Sharon leaves listeners with practical advice: embrace AI not just for customer-facing features but also as a powerful internal tool for cost-cutting and productivity. And beware of the trap of sameness—when everyone is using AI to write duplicate emails and social posts, true differentiation comes from creativity and strategic insight.Whether you're a retail exec, digital strategist, or tech-curious brand builder, this episode delivers a rich, global perspective on what's next for commerce—and what it takes to stay ahead.https://youtu.be/0zdLv0mz29YSharon Gai helps organizations do more with less using AI. In her tenure at Alibaba, she advised brands and heads of state in crafting their digital strategy with programmatic marketing and AI. She has worked with TEDx, Singularity University, UBS, Deloitte, Walmart, LVMH, Nestle, Coca Cola, Lenovo, and many others. She is in the AAE list of Top Keynote Speakers in 2023. She has appeared on Bloomberg, Reuters, ABC, CBC, CCTV, TechCrunch, Retail Asia, Wired, and The Next Web. She is the author of the book, Ecommerce Reimagined. Sharon has an Honors Bachelor's degree in International Development from McGill and a Masters in Information Management from Columbia University. When she is not speaking, she is jamming on electric keyboards with her band, writing jokes for her stand up comedy set or sharing tips on how to get ahead in AI at sharongai.comLinkedin: https://www.linkedin.com/in/sharongaiInstagram: https://instagram.com/sharong.ai   Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

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

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

Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative 'Moments Matter' initiative. They discuss the framework's three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in client and teammate experiences. Victor shares insights on the ambassador program, the importance of emotional connections with clients, and how the initiative has become a competitive advantage for KeyBank. The conversation emphasizes the ongoing commitment to improvement and the daily efforts required to maintain high standards in customer service. Takeaways Victor Aranda leads the 'Moments Matter' initiative at KeyBank. The initiative focuses on client and teammate experience. KeyBank's NPS score increased from 57 to 85 in four years. An ambassador program was created to empower leaders across the organization. Sustaining momentum is crucial for long-term success. Emotional connections with clients lead to increased loyalty. The initiative is embedded in onboarding and daily operations. Inconsistency in service is a major challenge to overcome. Continuous improvement is a core value at KeyBank. Celebrating small wins helps maintain motivation and focus. Chapters 00:00Introduction to Moments Matter 02:09Understanding the Moments Matter Framework 05:06Success Metrics and NPS Growth 09:41Implementation Strategies and Ambassador Program 17:35Sustaining Momentum and Consistency 26:10Creating a Competitive Advantage 30:31Emotional Connections and Client Experience 34:45The Daily Commitment to Improvement   Links KeyBank Connect with Vistor Aranda Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Books   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

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

What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequent irritants, but as our guest explains, it's not about quantity—it's about which problems have the greatest financial impact. If you're a CX leader struggling to prove the ROI of your work, you'll want to tune in for innovative strategies that bridge the gap between customer insights and business results. Why listen to this episode? Paula Courtney, President of the Verde Group, is a global authority on customer retention and quantifying the financial risk of customer experience missteps. With over 30 years of research published in BusinessWeek, Forbes, the Wall Street Journal, and Harvard Business Review, Paula brings a unique, science-backed approach to identifying the most consequential pain points in your customer journey. Her team's methods have helped organizations around the world—across 35 countries—focus investments where they count and avoid common CX measurement pitfalls. Here are three engaging questions Paula answers on this episode: Why do negative experiences have a disproportionate effect on customer behavior—and what psychological principles drive this phenomenon? What critical missteps do organizations make by relying on “applause meter” surveys and chasing the wrong metrics? How can leaders accurately quantify the financial risk of negative experiences and build a rock-solid business case for CX investment in the boardroom? Don't miss this essential conversation for anyone seeking to transform their customer experience—and get buy-in from the C-suite. Listen to the episode now and subscribe so you never miss insights from top industry leaders. Listen & Subscribe: Delighted Customers on Apple Podcasts Delighted Customers on Spotify Available on all your favorite podcast platforms! Meet Paula Courtney Paula Courtney is the President of the Verde Group, a global market research consultancy specializing in customer retention and the quantification of customer experience ROI. For over three decades, she has led the development of research methods that help organizations not only identify but truly measure the economic impact of customer experiences—especially the negative ones most likely to drive churn. Paula's expertise has been featured in prominent outlets such as BusinessWeek, Forbes, the Wall Street Journal, and Harvard Business Review. Her work is rooted in psychology, utilizing principles like negativity bias and loss aversion, and grounded in data science to separate “noise” from actionable insights. An international leader, Paula and her team have supported customer-centric transformation in over 35 countries, providing business leaders with tools to prioritize investments and foster real, financially measurable change. Learn more about Paula and the Verde Group at https://verdegroup.com Connect with Paula Courtney on LinkedIn: Paula Courtney LinkedIn Show Notes & References Verde Group: Website and Resources Monthly newsletter, research blogs, and case studies: Available on Verde Group's website Be sure to subscribe and leave a five-star review to support the podcast and spread the word!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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