Podcasts about Customer service

To recognize 10 years of GovLove co-host Ben Kittelson started a retrospective project. He went back through the archives and picked 10 of our favorite guests to interview again as part of the anniversary. These guests are from all over the country and in various local government roles but the thing they have in common is they gave great insight into the profession and into the work of local government. As part of those conversations we asked them to reflect on the last 10 years of local government, the trends and challenges that have impacted the way that organizations do their work and provide service to their communities. This episode pulls together their answers about trends and the themes were fascinating, from COVID and remote work to polarization, AI, and the rising demands on government they hit on the big issues of our time. Host: Ben Kittelson 10 Interviews for 10 Years of GovLove: Starting as a New County Manager and Building Culture with Josh Edwards, York County, SC Finance, Innovation, and Emerging Trends with Chris Morrill and Shayne Kavanagh, GFOA Leadership and Change Management with Kelly McAdoo, Santa Barbara, CA Parks Commissioner to City Council Member with Mitchell Silver, Raleigh, NC Leading ICMA and the Roots of Professional Government with Julia Novak, ICMA Development and Customer Service with JC Hudgison, Tampa, FL Utilities, Leadership, and an Employee-First Culture with Cathy Bailey, Cincinnati, OH Building a People-Centered Workforce with Alex Lawrence, Boston, MA City Management and Public Works with Ginger Spencer, Phoenix, AZ Equity in Action and Supporting Small Businesses with Aleea Slappy Wilson, Norfolk, VA

As I moved through the new Magic of Disney Animation on opening day a manager sought me out and asked how my experience was with the new attraction. My response: You have taken my soul, turned it inside out and made it into an attraction. There are many reasons I love Disney's Hollywood Studios, but this made the top of the charts immediately. I am so impressed with the level of attention, investment, and loving care that has gone into this project. This is made by people who love Disney and who love the art of Disney Animation. It's an old space made new, but it might have well been something from the ground up. I've been processing the experience since, and have captured five reasons why I love this experience and can't wait to take my family here. This is Disney at its best, and if this is a hint of things to come, I'm very excited about the future of the Disney parks. Join me in this somewhat emotional review of the JOY and The Magic of Disney Animation. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

Join Stefan Parker, CEO and Co-Founder of AskEd, for an eye-opening conversation on how conversational Voice AI is solving the crisis of student recruitment in higher education. Despite spending millions on digital marketing and overseas agency networks, universities and colleges routinely lose up to 40% of prospective international applicants to simple operational delays. When a student in a different time zone calls with urgent questions about visas, tuition, or campus housing, traditional admissions offices are closed. Drawing on over 17 years scaling education businesses—including helping grow MetFilm School to a £20M+ enterprise leading to its £30M acquisition—Stefan shares how AskEd is deploying intelligent, multi-language Voice AI agents to capture every student inquiry instantly, 24/7.

Klient płaci 4 tysiące złotych, a mail z potwierdzeniem nie przychodzi. Składać drugie zamówienie? Czekać? A może kupić u konkurencji?Większość sklepów robi 90% roboty: przekonuje klienta do produktu, do siebie i doprowadza go do kliknięcia „zapłać”. A potem zostawia go samego sobie.W tym filmie biorę pod lupę moment, w którym klient już zapłacił, i sprawdzam, co dalej w tym procesie może pójść nie tak.Z tego materiału dowiesz się m.in.:➡️ Co powinna pokazywać strona podziękowania, żeby nie kończyła się na numerze zamówienia?➡️ Dlaczego spóźniony mail z potwierdzeniem może wysłać klienta do konkurencji?➡️ Kiedy obietnica szybkiej dostawy obraca się przeciwko sklepowi?➡️ Jak ograniczyć pytania „gdzie jest moje zamówienie?” i koszty obsługi klienta?➡️ Kiedy chatbot zaczyna bardziej przeszkadzać niż pomagać?➡️ Komu lepiej nie wysyłać prośby o wystawienie opinii?Jeśli wkładasz dużo pracy i budżetu w to, żeby klient kupił, a potem walczysz ze zwrotami, pytaniami o paczkę i opiniami, na które nie zasłużyłeś - ten film jest dla Ciebie.Historia z poprzedniego filmu, o której wspominam w odcinku:https://youtu.be/zt6_V8xLM04?si=s9RLkGSESecEgi9l

Chef Judi Studdard joined Lester Kiewit to continue the conversation around tipping culture and explain why she has chosen a no tipping approach at her businesses. Formerly of Pilcrow & Cleaver and Fidelis, Judi is now the founder of four Judith Fresh Cafés, bringing fresh, healthy food to the fitness community alongside F45. She spoke about her philosophy on paying hospitality staff and why she believes customers should not necessarily be expected to supplement workers’ income through tips. The conversation follows last week’s listener debate about the growing number of tip prompts at payment points and whether a gratuity should remain an optional gesture of appreciation. Good Morning Cape Town with Lester Kiewit is a podcast of the CapeTalk breakfast show. This programme is your authentic Cape Town wake-up call. Good Morning Cape Town with Lester Kiewit is informative, enlightening and accessible. The team’s ability to spot & share relevant and unusual stories make the programme inclusive and thought-provoking. Don’t miss the popular World View feature at 7:45am daily. Listen out for #LesterInYourLounge which is an outside broadcast – from the home of a listener in a different part of Cape Town - on the first Wednesday of every month. This show introduces you to interesting Capetonians as well as their favourite communities, habits, local personalities and neighbourhood news. Thank you for listening to a podcast from Good Morning Cape Town with Lester Kiewit. Listen live on Primedia+ weekdays between 06:00 and 09:00 (SA Time) to Good Morning CapeTalk with Lester Kiewit broadcast on CapeTalk https://buff.ly/NnFM3Nk For more from the show go to https://buff.ly/xGkqLbT or find all the catch-up podcasts here https://buff.ly/f9Eeb7i Subscribe to the CapeTalk Daily and Weekly Newsletters https://buff.ly/sbvVZD5 Follow us on social media CapeTalk on Facebook: https://www.facebook.com/CapeTalk CapeTalk on TikTok: https://www.tiktok.com/@capetalk CapeTalk on Instagram: https://www.instagram.com/ CapeTalk on X: https://x.com/CapeTalk CapeTalk on YouTube: https://www.youtube.com/@CapeTalkSee omnystudio.com/listener for privacy information.

Scegliere le 'metriche giuste' è sempre stato un tema delicato per i Customer Service Manager. Oggi, con l'integrazione dell'intelligenza artificiale, è necessario un approccio differente verso la scelta dei KPI. Paolo Fabrizio condivide la sua esperienza in questo podcast imperdibile.

Why Customer Experience Isn't a Department, It's a Company-Wide Strategy Shep interviews Keith Farley, Chief Customer Officer for Aflac, Inc. He talks about delivering best-in-class customer experience by hiring for empathy, leveraging technology, and embracing authentic customer service as a strategy. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   How do you build a culture where every employee takes ownership of customer service? When should a company use AI automation versus a live human customer support agent? Will AI eliminate customer service jobs? How does hiring for empathy impact customer experience? Can empathy be scaled across a large customer service organization? Top Takeaways:   Customer service is everybody's job. When you wear the company logo or interact with a customer, you represent the entire brand. When an employee is in front of a customer, they might be the only interaction the customer ever has. That interaction might be the only basis that the customer has to form an impression of the entire company.  The A in AI stands for “artificial”. In times of need, customers need another A, which stands for “authentic”. While digital options make processes convenient for both customers and agents, make sure a human-to-human service is available, especially in emotional or sensitive situations. Great customer experiences start with hiring for empathy. It is hard to train someone to be nice and empathetic when it doesn't come naturally. Empathy can't be faked, and customers notice when it's real. For companies without a physical product, the experience is the product. The value comes from how fast responses are, how convenient the processes are, and how supported customers feel. Some customer concerns are so challenging and require a high level of empathy that they might require specialized support. Creating a dedicated team for these calls gives customers people trained to handle that moment with empathy and clarity. Plus, Shep and Keith discuss why business leaders should call their customer support number from time to time. Tune in! Quote:   "When you're wearing your brand and representing the brand, you are the brand." About:   Keith Farley is the Chief Customer Officer for Aflac, Inc. He leads a team of more than 2,000 employees and is focused on making customer experience a company-wide strategy.  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

When does loyalty become an excuse for accepting slow service? Art McPherson and Coach Julie mix football, family, travel, home projects, and business lessons in a lively conversation about knowing when expectations are no longer being met. From packed stadiums and extreme heat to delayed landscaping and customer responsiveness, they explore the value of comfort, communication, and dependable service. The episode also offers plenty of sports talk, including game-day traditions, early exits, team predictions, stadium upgrades, and anticipation surrounding future movie sequels. For more information visit www.artofmoney.com! Follow us on social media: YouTube | Instagram | Facebook | LinkedInSee omnystudio.com/listener for privacy information.

Your customer experience metrics might be accurate and still fail to move the people who control budget, headcount, and priorities. We're tackling the uncomfortable truth: when CX leaders lead with NPS, journey maps, sentiment analysis, or dashboard reporting, executives often hear “interesting CX update” instead of “material business risk.” The fix is not more slides. It's learning to walk into every room as a business leader first.We break down three shifts you can use immediately. First, we flip the sentence so outcomes lead and metrics follow: renewal risk, retention risk, growth impact, and cost to serve become the headline, with NPS and CX data as proof. We also talk through why vague requests like “we need more empathy” can backfire with a CFO or CRO unless you connect the effort to fewer repeat calls, fewer refunds, and less negative word of mouth. Then we zoom out to what's crowding CX out of the spotlight right now: operational efficiency, cost optimization, digital acceleration, and the push for AI transformation and AI engagement.Next, we get practical about proving value. If you can't answer “How much is a customer worth?” or “What does a 1% retention lift mean in revenue?” it's time to partner with finance, use industry benchmarks, and make assumptions you can refine. Finally, we close with the mindset piece: owning your worth as a CX leader who brings both empathy and business acumen and can spot problems before the numbers scream.Subscribe, share this with a CX leader who needs a stronger executive voice, and leave a quick review so more people can find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships.  Keeping my team motivated in an age of constant connections.  Each guest has chosen to stop their day to visit our location.  Episode 239 work hours cut, retail is like baseball and Post Malone rules the world.Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-like-it-s-live--4113802/support.

S6:E80 AI, Empathy & Why Humans Still Matter with Nathan Strum AI can answer the phone. It can schedule appointments. It can listen to sales calls, extract insights and eliminate tedious administrative work. But can it make someone who has just lost their cat genuinely feel heard? Nathan Strum doesn't think so. For more than 20 years, his company Abbey Connect has built its reputation around human receptionists. About a year ago, Nathan faced the same decision confronting millions of business owners: how do you embrace AI without destroying the human experience that made the business valuable in the first place? He didn't reject AI. Quite the opposite. Nathan calls the technology a game changer and believes businesses that ignore it are doing themselves a disservice. But Abbey Connect has approached implementation by asking where technology can support people rather than automatically replace them. If people don't trust how AI is being introduced, efficiency alone isn't enough. If employees fear that every new AI tool is ultimately designed to eliminate their jobs, customers may eventually feel the effects of that distrust. And if customers believe they're interacting with a caring human when they're actually interacting with software engineered to simulate empathy, the business introduces an entirely different trust problem.

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships.  Keeping my team motivated in an age of constant connections.  Each guest has chosen to stop their day to visit our location.  Episode 239 work hours cut, retail is like baseball and Post Malone rules the world.Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

We are coming to a time when we will have a lot to share on this podcast, but there are a number of things I've been thinking about that I need to share/vent/talk about. We're going across the board from California Grill to Wolfgang Pucks; From Liberty Square bathrooms to Piston Peak additions; from Moroccan views to Tower of Terror colors; from Walt Disney World ground breaking ceremonies to Labor Day openings. It's a hodge podge of topics that I really have some strong opinions on. In the process, there are some insights that probably would help us at work or our own individual lives. So join us for Disney Deep Dives and Discontents. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships.  Keeping my team motivated in an age of constant connections.  Each guest has chosen to stop their day to visit our location.  Episode 238 Classic rock gone, valentines day flowers returned and no self checkout. Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-like-it-s-live--4113802/support.

AI voice agents are not replacing contact centre jobs. They are answering the calls businesses stopped picking up years ago.In this episode, Oliver Bruce sits down with Nikola Mrkšić, co-founder and CEO of PolyAI, the London-founded company building AI voice agents for customer service. PolyAI answers the phone for FedEx, Metro Bank, NatWest, Caesars and Gordon Ramsay's restaurants, and around 80 percent of its revenue now comes from the US. Nikola joined Apple's Siri team when it acquired his previous startup, then left to build something smaller that actually worked.He explains how an AI voice agent handles a real customer call, why response times under 300 milliseconds matter less than understanding the UK's 63 dialects, and why contact centres with 200 percent annual attrition were never a safe place for people anyway. Most companies, he argues, have spent a decade deflecting customers rather than serving them, and AI is finally reopening the phone line.The conversation also covers what makes an AI business sustainable and profitable, why PolyAI owns its own models rather than renting them, why a B2B company spent millions on a Super Bowl advert, why raising venture capital is harder in the UK than the US, and where voice, gaze and Neuralink take us once the keyboard starts to fade.In this episode, you'll learn:How AI voice agents work in real customer service calls Whether AI is replacing contact centre jobs Why latency and dialect recognition decide if a voice agent feels human What makes an AI company sustainable rather than hype Why PolyAI ran a Super Bowl advert as a B2B business Why raising capital in the UK is harder than in the US How voice, gaze and Neuralink could replace the keyboard Why vibe coding is a phase and the one person company is a distractionKey takeaway: The AI companies that last will be the ones that own their technology, distribute it widely and give people the tools to transform their own businesses.Full episode notes and more episodes at https://www.oliverbruce.co.uk/Sponsored by Incard. Sign up now. All your finances. One platform. For 2% Cashback for year 1 on Ads, SaaS, Travel and other everyday business expenses. Uncapped. Here's your promo code: UNLOCK2026 https://www.incard.com/?fpr=theunlockMore from Oliver: Instagram: https://www.instagram.com/oliverbrucefounder/ PinPoint Media: https://pinpoint-media.global/ Apple Podcast: https://podcasts.apple.com/gb/podcast/the-unlock-with-oliver-bruce/id1526266908Connect with Oliver: https://www.linkedin.com/in/oliverbruceonline/

Send us Fan MailAI won't replace your people. It will replace the ones acting like robots.Returning guest Jeff Toister, best-selling author of Human Service: The Skills AI Can't Replace, joins Yanique Grant to unpack where humans still win in a world racing to automate. Drawing on new research spanning more than 370,000 phone calls and 400-plus face-to-face interactions, Jeff makes the data-backed case for connection, understanding, and advocacy, the three human skills AI simply can't provide.In this episode:- Why connection is efficient: warm rapport makes calls 16% shorter - Understanding and advocacy, the skills that beat automation on complex issues - The greeting research: 12% better first-contact resolution and warmer customers - Why AI replaces the transactional employee, not the true expert - How to simplify your service strategy heading into 2027Featured resources:Book: Human Service: The Skills AI Can't Replace by Jeff ToisterBook: The Service Culture Handbook by Jeff ToisterZoom (video conferencing Jeff uses daily, while noting no single tool is truly indispensable)LinkedIn Learning (home to Jeff's training courses, taken by 5 million-plus learners)Customer Service Tip of the Week (Jeff's free weekly email with content to share with your team)Connect with the guest: Human Service book (download the first chapter free): humanservicebook.com Customer Service Tip of the Week (free weekly research and tips): toistersolutions.com/tips Reply directly to any weekly email and it goes straight to JeffFollow the show: X @NavigatingCX and join our private Facebook group, Navigating the Customer Experience Community. Hosted by Yanique Grant.

Should your CX mission statement stay behind the curtain or belong in the hands of the people who actually deliver your customer experience? We tackle a sharp listener question: in a B2B organization with an exclusive customer relationship, can sharing your customer experience mission statement improve alignment, especially when that customer shows up as your retail front line? We start with what a CX Mission Statement is really for: a universal, aligned internal language that acts as a North Star for decisions and behavior. I explain why strong mission statements avoid corporate jargon, internal acronyms, and empty superlatives like “best” or “greatest,” and why the focus has to move beyond products and services to the real outcomes customers need. Then we dig into the risk of sharing it externally. If the mission is even slightly aspirational, customers can treat it like a promise and hold you to it when you're not meeting it perfectly. But partnerships change the equation. When a distributor, channel partner, or exclusive customer is helping deliver the experience, we can't leave them out. I share a practical way to bring partners into alignment: identify overlapping moments in the journey, translate the mission into clear expectations, and provide “mission moments” that show what the mission looks like in real life. We also connect the dots to B2B buyer trust, where competence matters most and consistency and dependability sit right behind it. Subscribe, share this with your team, and leave a quick review so more CX leaders can find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

What if zirconia could look even more like natural teeth? According to Dr. Ed McLaren, “Of all the zirconia's he's tested, the optical properties of Ivoclar's e.max zirconia are the closest to natural teeth.” (And I second that with everything I've see – if Barb does the read) Discover what's redefining the possibilities with IPS e.max Zirconia. Join Dr. Ed McLaren for Zirconia Reimagined—an informative webinar exploring the latest advancements, clinical insights, and practical applications of zirconia in modern dentistry. October 5th @ 7:00 pm. Register today at Vivalearning.com As full-arch dentistry continues to grow, so do the demands on today's dental laboratories. That's why Knight Dental recently launched SimplyARCH Studio, a dedicated production environment built exclusively for full-arch restorations. To support this specialized workflow, Knight invested in an XTCERA milling system and carefully evaluated multiple CAM software solutions before choosing hyperDENT. The decision came down to exceptional milling quality, minimal hand finishing, and impressive production efficiency. But what truly set hyperDENT apart was the implementation process. From the very beginning, the team provided more than software training—they shared the knowledge and experience needed to build an optimized workflow for complex full-arch cases. With proven expertise in advanced milling strategies and laboratory production, hyperDENT helped ensure SimplyARCH Studio was designed for long-term success from day one. What happens when you combine a family-run software company, decades of dental laboratory experience, and a mission to make labs run smarter? You get Magic Touch Software. In this episode, Elvis sits down with Dan Sinclair and Amir Bagheri to dig into the history, philosophy, and technology behind Magic Touch and find out why they believe a laboratory management system should do a whole lot more than just track cases through production. Dan shares his unexpected journey back to Magic Touch after leaving the company, while Amir takes us all the way back to the 1990s and the origins of the software, including how his father, Gary, helped develop what would eventually become the foundation of Magic Touch through his work with Glidewell. The conversation dives into the evolution from production-focused LMS platforms to complete business management systems that bring customer management, accounting, inventory, automation, digital case entry, integrations, reporting, and production workflows together in one place. We also get into one of the biggest challenges facing modern dental labs: digital case entry and the ever-growing pile of scanner portals and inboxes. Amir and Dan explain how Magic Touch can automate that process, reduce manual entry, minimize missed cases and errors, and give lab teams more time to actually work on cases instead of hunting them down. And if you've ever wondered how much time and money a lab can lose by having a collection of disconnected systems, this conversation makes a pretty compelling case for consolidation. But perhaps the biggest theme of the episode is that Magic Touch doesn't want to be just another software vendor. Their approach is built around implementation, consultation, process improvement, and helping labs understand what they actually want their business to look like before configuring the system to get them there. From breaking old habits to building super users, testing changes before they go live, and using data to identify where a lab needs to improve, the goal is to create a system that grows and changes with the business. Hey, listeners—ever wonder what Elvis is doing when he's not recording Voices from the Bench? He's a client rep for Derby Dental Laboratory, out in the field every day doing chairside visits and building relationships. His job is simple—keep doctors happy and keep them coming back. And he couldn't do it without iCortica. Right from his phone, Elvis can see sales, remake rates, account notes, risks, and cross-sell opportunities—even before he walks through the door. No spreadsheets. No surprises. Just the info he needs to grow accounts. Stop digging for data and start taking action. Head to icortica.com and schedule your demo today. Dental lab owners and managers — are you spending too much time chasing paperwork, checking portals, tracking cases, and answering doctors asking, “Is my crown done yet?” You didn't start a dental lab to become a full-time paperwork wrangler. LabNCloud is the all-in-one, cloud-based platform built by techs, for techs, with 90+ features to streamline your entire lab — from case tracking and invoicing to shipping, time tracking, doctor portals, and automatic digital file routing. Stop managing chaos and start managing your lab. Visit LabNCloud.com to book your free personalized demo. And mention “Elvis is Handsome” to get your first month free. LabNCloud — the operating system for dental labs. Built by techs, for techs.Special Guests: Amir Bagheri and Dan Sinclair.

In this episode of the Crazy Wisdom Podcast, host Stewart Alsop sits down with Daniel Segundo to discuss why today's social networks have evolved into entertainment networks and how Daniel is building Bien, a social app focused on depth over breadth. Daniel shares his journey from trading commodities to creating a platform designed to keep users genuinely connected to their inner circle, inspired by insights gained while meditating in caves in India. The conversation covers everything from the problems with the "like button" and algorithmic feeds to Daniel's contrarian approach of removing public-facing engagement metrics and using voice notes as the primary interaction method. They also explore the challenges of building consumer social products, the impact of AI on development, and Daniel's philosophy drawn from Eastern mysticism and his study of Ramana Maharshi. To learn more about Bien, visit bien.social or follow Daniel on Twitter at @DanielPSegundo.Timestamps00:00 Daniel introduces Bien as a real social network, contrasting entertainment networks disguised as social platforms05:00 Building with AI tools allowed bootstrapping the app before hiring a five-person team for professional development10:00 Social networks evolved into entertainment networks optimized for engagement and advertising rather than genuine connection15:00 The advertising model incentivizes dopamine delivery and algorithmic content over posts from actual friends20:00 Removing the like button and public comments forces deeper interaction through private voice notes instead25:00 Social graphs become stale over time because unfriending feels awkward, so people curate for weakest relationships30:00 Matrix and Nostr protocols enable interoperable messaging, suggesting a Cambrian explosion of new social apps35:00 Depth matters more than metrics—success means users actually feel closer to their inner circle40:00 Voice notes combined with photo sharing mimics natural storytelling behavior when friends gather in person45:00 Meditation in Ramana Maharshi's caves in India inspired reflections on silence, self-inquiry, and building products mindfullyKey Insights1. Daniel Segundo was inspired to create Bien after recognizing that existing social networks excel at breadth but fail at depth of connections. While meditating in caves in South India, he went through his phone contacts and realized only about 5 percent of his 1,700 contacts were people he actually wanted to stay close to, with the remaining 95 percent being noise. He saw that tools like Facebook, Instagram, and WhatsApp have solved the problem of maintaining surface-level relationships across broad networks of people, but there was no good tool for maintaining deep connections with your inner circle beyond basic messaging apps like iMessage or WhatsApp, which still suffer from having too many contacts with access.2. The fundamental problem with current social networks is that they have become entertainment networks rather than true social networks, driven by the advertising business model. Instagram only shows content from your actual friends about 7 percent of the time, with the rest being algorithmically suggested content designed to maximize engagement and ad revenue. The like button, while useful for maintaining broad social graphs and understanding your status in larger groups, reduces complex human relationships to superficial interactions. This creates what Segundo calls a circus-like experience where you are constantly bombarded with entertaining content rather than meaningful updates from people you care about, and the advertising model incentivizes this transformation because the product is ultimately about delivering dopamine to keep people scrolling.3. Bien removes traditional social media features like public likes and comments, replacing them with private voice note responses capped at 60 seconds. The theory is that hearing three voice notes from close friends provides more genuine connection than receiving 300 likes on a post. This design choice stems from recognizing that while the like button serves a useful function for breadth-first social networks where people want quick validation from large peer groups, it is completely inadequate for depth-first relationships. By forcing more intimate and effortful interaction through voice, Bien attempts to upgrade the quality of connection rather than the quantity, building off existing habits like sending voice notes to close friends rather than trying to create entirely new behaviors.4. The traditional follower-following model creates stale social graphs because people are uncomfortable unfriending or unfollowing others as relationships naturally evolve over time. Instead of this model, Bien uses a system where each user maintains a private list of people they want to stay close to, and if two people have each other on their lists, they see each other's content. This eliminates the social awkwardness of unfriending someone while allowing social graphs to naturally evolve. The current model forces people to curate their sharing based on the weakest relationship in their network because they do not want to offend distant connections or go through the work of managing close friends lists, which results in less authentic sharing overall.5. Segundo is building Bien on a paid subscription model rather than an advertising model to align incentives directly with users. He believes no one can build a compelling social network on the advertising model anymore because it creates conflicting incentives where the company must serve both advertisers and users, ultimately degrading the product into what he calls slop. The straightforward deal with customers is that if the product cannot provide value equivalent to the price of a cup of coffee per month through premium features, then there is no justification for the business to exist. This allows Bien to focus solely on whether users feel closer to their inner circle after using the product rather than optimizing for maximum scrolling time.6. Segundo bootstrapped the initial development of Bien using AI coding tools like Replit before hiring a team of five people to develop it professionally. He notes that with current AI tooling, if you can think clearly and understand the problems you are trying to solve, you can build solutions much more cheaply than even five or ten years ago. He eventually hired a designer and iOS and web developers to do things properly with a do it right or do not do it at all mindset. The app is currently iOS-only, built in Swift for a premium experience, with plans to potentially build a React Native version for Android if there are stronger signs of product market fit.7. Segundo's background in trading commodities and futures, along with his deep interest in Eastern philosophy and self-inquiry practices, significantly influences his approach to building Bien. He spent time studying Ramana Maharshi and practicing meditation in caves at Tiruvannamalai in South India, which he says has a profound impact not just on spiritual practice but on thinking about product development and participating in markets. His experience with a major trading drawdown in 2025 after running up a small account 25 times led him to this period of reflection that ultimately resulted in the conception of Bien, demonstrating how his various interests in trading, philosophy, and technology intersect in his approach to building a depth-first social network.

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships.  Keeping my team motivated in an age of constant connections.  Each guest has chosen to stop their day to visit our location.  Episode 238 Classic rock gone, valentines day flowers returned and no self checkout. Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

Hey guys! :) I know its not a very Holidayishly themed video but I felt like making one a product review video like this. I hope you will enjoy it and happy holidays once again. :)Amazon MP3https://www.amazon.com/s/ref=ntt_srch_drd_B01BAXDICM?ie=UTF8&field-keywords=GentleWhispering&index=digital-music&search-type=ssGoogle Play MP3https://play.google.com/store/music/artist/Gentlewhispering?id=Apc4txglf3f2siowzgqccttky5i&hl=enSpotify MP3https://play.spotify.com/artist/3gkB9Cdx4UuWQxjhelyd87?play=true&utm_source=open.spotify.com&utm_medium=openiTunes MP3https://itunes.apple.com/us/artist/gentlewhispering/id1077570705#see-all/top-songshttps://itunes.apple.com/us/artist/maria-gentlewhispering/id1048320316This recording is copyrighted 2012 by GentleWhispering, all rights reserved.12/23/11

Summer is coming to a close, and Fall is well…falling right behind, and at Epcot, the International Food & Wine Festival begins. Only this year, Epcot is celebrating the 30th anniversary of this festival. It was the first of the four festivals during the year, to include Flower & Garden, Festival of the Arts, and the festival of the holidays. And its advent has perhaps shaped how guests approach this park more than any attraction or other offering here at Epcot. We'll talk about the history of this festival and how it has evolved over the years. Then we'll check out some of the culinary offerings being showcased. We'll look at some new and interesting bites, but also commemorate some of original offerings that have been here for decades. In the process we'll look at how some of the lessons of this festival can serve as inspiration in work and life. So join us as we share Epcot's International Food & Wine Festival at 30, as we nibble away at better ideas. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

Man, some companies just don't know how to take care of people anymore. Is word of mouth not worth anything anymore? I guess these big companies don't feel they need things like "customers."Do you want some cool merch? Check out the store here- https://www.niceguysonbusiness.com/merch Need podcast production? We've got your back. https://turnkeypodcast.com/contact Your Voice, your message, fully produced. Leave a voice mail for the Nice Guys: 424-2DJ-DOUG – (424) 235-3684Join our Nice Guys Community. http://www.NiceShortCut.com No time to get to this, but you can read the blog here: 12 Worries Every Entrepreneur Has (or they are lying) Show notes written lovingly by the most anonymous man (or woman) in the world. Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it. Discover how you can look 'poor' to the IRS and rich to a lender. Check out my sponsor, GTG Tax Planning, at gtgtax.com to book a short discovery call.

Join Reggie Kimble in the Puff Sip Chat Lounge as he sits down with Cigar Lady Annette to talk about the ins and outs of cigar lounge culture. Get a straight-shooting discussion about etiquette, customer service, and the realities of running a lounge.• Cigar lounge etiquette and common pet peeves• Cigar Lady Annette's journey as a lounge owner and founder of Leaf Angels LLC• The importance of ventilation and proper lounge management• Favorite Tampa lounges and what makes each unique• Lessons learned from real-world experience in the cigar communityChapters:00:00 Returning to the lounge scene03:58 Talking about Leaf Angels06:58 Hosting cigar events and Unity Smoke11:24 Parenting and accountability lessons15:54 Reflections after the PCA event19:36 Affordable cigars from J.R. Cigar20:05 Smoking cigars during activities23:34 Ventilation issues in Tampa lounge28:10 Challenges of owning a lounge30:20 Critiquing customer service basicsSupport the show

Everyone says they're "customer-obsessed" — but Tom Vander Well has actually listened, to more than 100,000 real business phone calls over 30+ years. In this episode of That Will Nevr Work, Maurice (a call-center veteran himself) sits down with Tom — founder of Intelligentics and author of the Amazon International Bestseller This Call May Be Monitored — for a funny, sharp, and surprisingly moving conversation about where the truth of any business really lives.Tom makes his contrarian case: the real story isn't in the boardroom, it's on the front line, where a company's promises either come true or fall apart in real time. He shares the exact moments trust gets built or broken, why excellence is never created by dashboards or flavor-of-the-month initiatives, and how the same skills that win customers for life also transform your marriage, your family, and your friendships. If you lead people, serve customers, or just want to become a better listener, this one will stick with you.

Freight brokerage founder John Ferguson breaks down how Pivot Supply Chain Solutions grew to $50M, why cold calling and customer service still win in logistics, and where AI fits into the future of freight brokerage.John also opens up about how freight brokering changed his life, from spending time in foster care and struggling as a young adult to building a career, a family, and his own company. Now, after checking off many of the milestones he set for himself, he says the next thing left to chase is a $1B freight brokerage.This week's episode is sponsored by Epay Manager, Goodship, Highway, and Bitfreighter.

The show has a new name, and it's the kind of change that brings everything into focus. We're now Experience Is Everything: The CX Podcast, because “experience” is bigger than a customer touchpoint and more demanding than a quarterly metric. It's the thread that connects what your customers feel, what your employees carry, what your partners deliver, and what your leaders tolerate.We talk through what stays the same and what the new name signals: a clearer alignment with the book and the work, and a renewed commitment to a practical customer experience (CX) approach. My mission doesn't shift one inch: create fewer ruined days for customers. That means giving you the information, resources, tools, and ideas to show up in the best possible way for your customers, your organization, your colleagues, and yourself. Experience management takes the right mindset, a real CX strategy, and the discipline to back it up.You'll still find weekly conversations and the CX Pulse Check format, where special co-hosts help us look at what's happening right now in the world of customer expectations. I also want to hear from you, because your real questions keep this show honest and useful. Send a voicemail or question at askjeannie.vip and it may get answered on a future episode.If this resonates, subscribe, share with your team, and leave a quick review so more CX leaders can find the show.Resources Mentioned:Sign up for our newsletter -- https://experienceinvestigators.com/newsletter/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

AGENDA:  00:00 NVIDIA Launches a Three-Deal Blitz Across the AI Stack 04:31 NVIDIA's $12BN Poolside Deal Exposes Frontier AI's Capital Wall 15:39 NVIDIA Moves to Back Mercor at $20BN and Perplexity at $30BN 26:55 OpenAI Confirms 2027 IPO as Anthropic Seizes the Lead 40:42 Hugging Face Draws $13BN Takeover Interest as Open Models Boom 44:56 Citadel Cashes Out 80% of Its Leopold Aschenbrenner AI Trade 51:51 AI Boom Is "Less Than One-Third Over"—But Token Addiction Has a Price 01:04:07 Stripe Reaccelerates to 41% as AI Reshapes Software's Leaderboard 01:07:45 Instinct Security Scare Exposes Why AI Agents Still Cannot Be Trusted 01:23:55 VCs Name AI's Biggest Bubbles: Support, Defense, Humanoids and Roll-Ups  

How to navigate customer service and what to ask to avoid chatbots and speak to a real person. Also, an inside look at the popular Asian restaurant chain, "Panda Express". Plus, former tennis players John and Patrick McEnroe break down who the key players are at this year's U.S. Open. And, back-to-school supplies to help parents and students stay organized. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Now that the dust has somewhat settled, and though I have already done some very detailed announcements around Piston Peak, Imagination, Tomorrowland and Villains Land, there are so many other details from my experience at Disneyland and at the expo that I haven't really unpacked. It's taken me many days to get my head around everything that took place. This podcast is my effort to summarize all of that, to better get a sense of the whole of D23, not just park announcements--which I have a lot to cover--but the event itself, from D23 day at Disneyland to the Exposition floor to the Honda Center events at night. It was an incredible, but intense and intimate experience--shared with some other 100,000 people. Join me as we look at insights on D23 and the promises ahead for the Disney Parks. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

Ep 141: Split Ends Are the Devil with Charita Golden of Golden TressesPart of noseyAF's 31 Days of Black Business series

To Subscribe to DTC Newsletter - https://dtcnews.link/signupTyler Handley sold Inkbox to BIC for $65 million. His new company, Olauto, sells a $33 car air freshener, launched last September, is already profitable, and has zero employees. Four people, some contractors, and AI running the back office. The one thing they refuse to automate: when a customer emails, a human answers. Every time.The guy who built the software behind that is Mike Maleszyk, Tyler's friend since high school, who started HumanTouchCX after a support chatbot swore it was human but couldn't say what it had for lunch.If you run CX for a Shopify brand, or you're deciding right now which parts of your business AI should touch, this episode is the two of them drawing the line in public.Want the setup Olauto uses? HumanTouch is taking on its first 100 Founding Merchants, with white-glove onboarding and 24 months of locked pricing.What's inside:Why Braden reviews every automated reply "from hi to buy," and the one automation he had to be convinced to allow (off-hours only)Deflection rate, and what the merchants bragging about theirs are actually countingProduct questions as the worst place to put a bot: those customers are low funnel with a cart openThe Inkbox moderation story: 13 to 20 CX agents, custom tattoo uploads in a gray area no AI could judge, and the customer emails that started "why do you want this?"Article 50 of the EU AI Act, live since August 2nd: transparency, record keeping, and audit logs for every AI touchpoint if you sell into the EUTyler's vibe-coded ERP: why it hooks into Shopify and nothing else"Friend founding," and how four people split brand, supply chain, CX, and adsHewie, the AI that helps train your first CX hire off your own past tickets instead of your calendarWho this is for: DTC founders and CX leads between launch and $100M who are being pitched full automation from every direction.What to steal: Braden's rule. Automations answer the 65% (shipping status) during off hours only, and a human still has eyes on every single reply before the relationship is on the line.Timestamps:00:00 Building an AI-powered brand without losing the human touch05:00 Why AI customer service needs transparency12:00 The problem with optimizing customer support for deflection21:00 What the EU AI Act means for ecommerce brands28:00 How a four-person team uses AI to scale an ecommerce brandSubscribe to DTC Newsletter - https://dtcnews.link/signupAdvertise on DTC - https://dtcnews.link/advertiseWork with Pilothouse - https://dtcnews.link/pilothouseFollow us on Instagram & Twitter - @dtcnewsletterWatch this interview on YouTube - https://dtcnews.link/video

This week at NSTA: The Bus Stop- Executive Director Curt Macysyn welcomes first-time guest Steven O'Shea, Vice President of Marketing & Customer Service at Lancer Insurance Company and a 2026 NSTA Annual Meeting & Convention MST Insurance Panelist. Steven shares his professional journey into the student transportation industry and discusses the critical role safety training plays in reducing claims, improving driver performance, and supporting the long-term success of school bus contractors. Curt and Steven also revisit the recent NSTA Annual Meeting & Convention in Denver, highlighting key insights from the MST insurance panel, “Turbulence in the Air: Navigating the Rocky Insurance Market,” and exploring the challenges and opportunities facing today's insurance environment. The duo switch gears to chat football, including Steven's outlook on the upcoming New York Giants season, before discussing his passion for golf and some of his favorite courses he has played. Finally, the episode wraps up with Steven sharing where listeners can learn more about Lancer Insurance Company and its commitment to supporting safe and successful student transportation operations. Become a podcast subscriber and don't miss an episode of NSTA: The Bus Stop - NSTA Vendor Partners should reach out to us to take advantage of our comprehensive advertising package that reaches your target audience - student transportation professionals!Support the show

What would change if a customer could return three days later through a different channel and continue the same conversation without repeating a single detail? In this episode of Tech Talks Daily, I speak with Paul Adams, Chief Product Officer at Fin, the company previously known as Intercom. Paul has spent almost 13 years with the business and provides a candid account of how it abandoned its previous roadmap, placed a company-wide bet on AI, and rebuilt its products and working practices around AI agents. Our conversation begins with Fin's move from a customer service agent toward what Paul calls a single customer agent. The idea is that customers do not care whether their request belongs to sales, service, or customer success. They want the company to understand their situation and help them complete the task. Paul explains how AI agents can bring customer history, company knowledge, operational data, and business goals into the same conversation. This could allow an agent to resolve an issue, support a purchase, recognize a valuable customer, or transfer the conversation to a human without losing the context already provided. We also examine the economics behind poor customer service. Many companies are not ignoring customers through a lack of concern. They are receiving volumes of requests that cannot economically be handled by adding people alone. Paul says some Fin customers are resolving between 70 and 90 percent of customer queries through AI. Rather than seeing entire teams disappear, he is observing employees move into customer success, knowledge management, AI supervision, and higher-touch services. The episode also provides an unusually candid account of what it took to rebuild an established SaaS company around AI. Paul describes the process as brutal. Strategies were discarded, familiar processes were removed, and some people decided the new direction was not for them. His advice is to prioritize speed, place smaller experiments in front of real customers, and learn from evidence rather than waiting for every internal condition to become perfect. Paul also recalls working on early versions of mobile YouTube and Gmail when colleagues questioned whether anyone would watch video or answer email on a phone. Those stories provide a timely warning about judging new technology by its early limitations. Could AI agents finally give customers continuity across sales, service, and support, or will internal company structures remain the greater obstacle? Listen to the conversation and share your thoughts with me.

 Takeaways Travel and personal experiences deeply influence her approach to coffee Her creative pursuits in collage art enrich her perspective in the industry Living near the ocean enhances her appreciation for natural beauty and diversity Her diverse background contributes to a well-rounded approach to customer service and quality control Her journey exemplifies how passion and curiosity drive career development     Part of The Covoya Coffee Podcasting Network TAKE OUR LISTENER SURVEY Visit and Explore Covoya!

We have a conversation about issues and pleasantries we encounter while shopping at retail stores. Somehow, we all have the same favourite retail employee. And, why Dylan may be hated at his local Canadian Tire location... Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

South Africa’s global business services industry created more than 26,000 net jobs in 2025, with young people and women accounting for much of the growth. But as companies increasingly use AI for customer service, the industry faces a major shift. BPESA CEO Reshni Singh discusses whether AI threatens the jobs boom — or could ultimately create new opportunities. Presenter John Maytham is an actor and author-turned-talk radio veteran and seasoned journalist. His show serves a round-up of local and international news coupled with the latest in business, sport, traffic and weather. The host’s eclectic interests mean the program often surprises the audience with intriguing book reviews and inspiring interviews profiling artists. A daily highlight is Rapid Fire, just after 5:30pm. CapeTalk fans call in, to stump the presenter with their general knowledge questions. Another firm favourite is the humorous Thursday crossing with award-winning journalist Rebecca Davis, called “Plan B”. Thank you for listening to a podcast from Afternoon Drive with John Maytham Listen live on Primedia+ weekdays from 15:00 and 18:00 (SA Time) to Afternoon Drive with John Maytham broadcast on CapeTalk https://buff.ly/NnFM3Nk For more from the show go to https://buff.ly/BSFy4Cn or find all the catch-up podcasts here https://buff.ly/n8nWt4x Subscribe to the CapeTalk Daily and Weekly Newsletters https://buff.ly/sbvVZD5 Follow us on social media: CapeTalk on Facebook: https://www.facebook.com/CapeTalk CapeTalk on TikTok: https://www.tiktok.com/@capetalk CapeTalk on Instagram: https://www.instagram.com/ CapeTalk on X: https://x.com/CapeTalk CapeTalk on YouTube: https://www.youtube.com/@CapeTalk567 See omnystudio.com/listener for privacy information.

In this episode, we share practical customer service in insurance examples every agent needs to see to boost client retention and stand out in today's market. Great service isn't just about answering calls—it's about turning every client touchpoint into a relationship-building opportunity. We break down action-oriented customer service in insurance examples that show how to transform daily routines into powerful retention tools.

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships.  Keeping my team motivated in an age of constant connections.  Each guest has chosen to stop their day to visit our location.  Episode 236 Nothing like walking down a grocery store lane and wow there's blood on the floor. Lots of blood. Theft has a new face and Dr Pepper has a new summer flavor.Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

Hosts: Matt | Olivia SHOW NOTES We compare public and private education by examining parental choice, classroom accountability, cost, and whether either system consistently delivers better results. We examine how historical and contemporary interpretations of Islamic law address underage marriage while contrasting them with modern consent standards and child-protection laws. We break down calls to repeal the 19th Amendment, what it protects, and why an online provocation is becoming a serious political discussion. We document attacks against Christians around the world and ask why the persecution of religious minorities receives such uneven attention from Western media. We break down a pronoun-game interview that turns a straightforward conversation into a test of whether language describes reality or demands compliance. We watch a determined mother challenge what she considers delusional thinking as parents become increasingly willing to confront activists publicly. We unleash on customer-service terrorism: automated menus, endless hold music, useless chatbots, and the disappearing human being who can actually solve a problem. The Don't Unfriend Me Show is a live conservative news and political commentary podcast hosted by Matt and Olivia Speer. Every weeknight, we break down the biggest stories in politics, government, culture, immigration, free speech, the economy, and current events with live audience interaction and open phone calls. 

Why are companies preparing for agent-to-agent customer service when many customers still cannot get a chatbot to answer a straightforward question? In this episode of Tech Talks Daily, I speak with Latané Conant, Chief Marketing Officer at Parloa, about the state of customer experience and what businesses must repair before agentic AI becomes another barrier between customers and support. Parloa's State of Agentic CX report assessed 10,000 enterprise websites, 4,000 chat interactions, and 100 phone trees. According to the company's findings, fewer than 10% of the tested chat conversations achieved the customer's goal. Only 1% of enterprises demonstrated readiness for automated agent-to-agent interactions. Those results raise a difficult question about years of customer experience investment. Businesses now have websites, chatbots, mobile applications, email, messaging, and phone systems, but customers frequently struggle to find help or complete the task that brought them there. Latané argues that part of the problem comes from treating customer service primarily as a cost center. When the objective is reducing contact volume, organizations can unintentionally make themselves harder to reach. This overlooks the commercial and operational information contained within customer conversations. Calls can reveal onboarding problems, unexpected product uses, recurring faults, and potential sales opportunities. Latané explains how analyzing service conversations can give marketing, product, operations, and executive teams a clearer picture of what customers are experiencing. We also examine why so many chatbots reproduce the frustration of traditional phone trees. Although the interface looks conversational, the system underneath may still rely on rigid categories and predefined routes. Customers then find themselves trying different words or repeatedly requesting a human agent. Latané describes a better agentic customer experience as being closer to talking with someone who already knows you. A personal AI agent could remember previous interactions, understand preferences, work across voice and text, and complete a request without making the customer repeat information. That possibility also introduces questions about trust, permissions, personal information, and oversight. Latané discusses the need to monitor what AI agents are doing, identify when conversations move away from approved subjects, and use supporting agents to detect potentially harmful behavior. Human involvement remains particularly important when a conversation involves distress, vulnerability, or emotional care. In Latané's roadside assistance example, AI can arrange a tow truck for a flat tire. If it detects signs that the caller is in distress, the conversation should move quickly to a person. We finish by considering what this means for customer service employees. Latané believes experienced representatives and operations teams can become builders and managers of AI agents, applying their customer knowledge across a much larger digital workforce. If the existing customer service front door is confusing and unwelcoming, should businesses repair that experience before inviting AI agents through it? Listen to the episode and share your thoughts with me.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #283, we welcomed Joseph Lepordo, CEO at In2ition AI based in North Andover, MA. In2ition AI is the always-on intelligence platform built for frontline revenue operations.The In2ition AI team handles inbound and outbound calling, candidate screening, training, coaching, and employee engagement — 24/7, at scale, without adding headcount.In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #283 Highlight Reel:**1.  Leveraging AI for its pattern recognition power2. Mastering communication is paramount for tomorrow's leaders3. Why customer feedback & requests need to become your company's realityClick here to learn more about JosephClick here to learn more about In2itionAIHuge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

When the market gets tougher, customer service matters more than ever. In this conversation, Terry Clifton and Michael Knight explain why successful apartment operators are putting people ahead of spreadsheets. They share how building stronger communities, investing in staff, and creating meaningful resident experiences are helping them improve retention while many operators struggle. They also discuss how Better World Companies approaches challenging properties, why experienced onsite teams make such a difference, and how today's market is creating opportunities for operators who know how to solve problems instead of simply waiting for conditions to improve. Key Topics Why resident retention is more valuable than constantly finding new tenants Helping residents manage financial challenges through personal conversations Building community with events, resident engagement, and property mascots Training onsite managers to think like business owners Why employee empowerment leads to stronger property performance How experienced operators are finding opportunities during today's market shift Guest Information Terry Clifton and Michael Knight lead Better World Companies, a vertically integrated multifamily company based in Houston, Texas. They operate approximately 5,000 apartment units across Texas while owning more than 1,000 units. Their company provides property management, acquisitions, lease ups, REO management, and operational consulting. Website: https://www.betterworldllc.com/ Facebook: https://www.facebook.com/betterworldpropertiesllc Call to Action Learn more about Better World Companies by visiting their website and connecting with their team. Apple Podcast: https://podcasts.apple.com/ph/podcast/property-profits-real-estate-podcast/id1445202776  

The Parks & Experiences D23 presentation at the Honda Center has concluded and with it came two big pieces of news in what was literally the last two minutes of the entire program. Disneyland fans rejoice with the fantastic news that Tomorrowland is finally going to get some serious TLC as it gets set to be remodeled in time for Disneyland's 75th anniversary in four years. Meanwhile, Walt Disney World fans fave finally received huge notice that their beloved Journey Into Imagination with Figment and Dreamfinder will be completely revamped to something more like the original attraction. And then did we mention Villains Land? Yes, confirmation was given to the two E-ticket attractions that will headline this corner of the Magic Kingdom at Walt Disney World. So join us as we highlight the crazy details from this year's D23 expo. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

Every leader loses customers. Few know how to win them back. Will Guidara, the restaurateur behind Eleven Madison Park and author of Unreasonable Hospitality, joins Carey to talk about taking the anxiety out of service, the customer-service pet peeves that drive him crazy, what AI is actually doing to hospitality, and the lesson Simon Sinek taught him about leading people.

P.M. Edition for Aug. 12. Former Disney CEO Bob Iger and investor Joshua Kushner are buying the Los Angeles Lakers for $12.5 billion—the highest-ever valuation for any sports team. WSJ sports reporter Andrew Beaton discusses the sale, which he calls a “stunning twist.” Plus, inflation cooled slightly last month to 3.4%. Journal economics reporter Matt Grossman joins to talk about what it could mean for the Federal Reserve. And ticket reseller StubHub reported record revenue, thanks in part to this summer's World Cup. But as retail reporter Hanna Krueger details, both during and well before the World Cup, some fans were disappointed when the tickets they bought on StubHub didn't work and they faced lengthy fights to get their money back. Alex Ossola hosts. Sign up for the WSJ's free What's News newsletter. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In Keep Canada Weird Jordan and Aaron Airport explore the weird and offbeat Canadian news stories from the past week. In this episode your hosts discuss; Ottawa's Heavy Metal Hospital Huge Plastic Rocks in Saskatoon Fake Customer Service Scammers Rabid Cat TERROR in Quebec Series Links Keep Canada Weird Series: https://www.thecanadiangothic.com/keep-canada-weird Send a voice memo: www.thecanadiangothic.com/contact Join the Keep Canada Weird Discussion Group: https://www.facebook.com/groups/keepcanadaweird Provide feedback and comments on the episode: thecanadiangothic.com/contact Subscribe to the show: thecanadiangothic.com/subscribe Contact: Website: https://www.thecanadiangothic.com Facebook: https://www.facebook.com/TheCanadianGothic Instagram: https://www.instagram.com/thecanadiangothic/ Support the show: https://www.patreon.com/thecanadiangothic Learn more about your ad choices. Visit megaphone.fm/adchoices

Need a laugh to survive the latest political dumpster fire? Grab a beverage and dive into the Pentagon's surprisingly bizarre brainstorm for Iran—because subjecting troops to Spectrum customer service might actually violate the Geneva Conventions. Plus, Stephanie Miller breaks down President Trump's awkward dodge on Judge Jeanine's job security and the sheer chaos of recent primary elections. With guests Malcolm Nance & Carlos Alazraqui!See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chuck Surack never planned to build one of America's largest online retailers. He just wanted to be a musician. So right after high school, he took his sax and drove off in his old VW van to play gigs around the country. It didn't work out. But with the audio and mixing skills Chuck learned gigging, he decided to convert his van into a mobile recording studio - and started making money fast by making recordings of local bands, businesses, and schools.The game-changer came as a one-two-three punch: first, he created a new product - digitized sound libraries - to sell nationally; second, he started selling high end pro audio gear; third, he instituted a sales culture hyper-focused on customers and relationship-building that resulted in Sweetwater's enormous and super loyal online customer base. In this episode, Chuck shares how he built a retail giant from his garage, why customer service became his greatest competitive advantage, and why, even in the age of AI, human relationships remain one of the most valuable assets any business can build. What you'll learnThe hiring philosophy that transformed customer service into a competitive moat and has helped Sweetwater fend off much larger competitorsWhy under-cutting competitor prices and offering discounts isn't always the answer to fuel sales and growth Why the best salespeople aren't always don't think of themselves as salespeople - and don't have to come from sales or marketing backgroundsWhy training people—not technology—may be the biggest, best investment a company can makeHow saying "no" to bad products strengthened customer trustThe leadership principle: empowering employees to solve problems without asking permissionTimestamps05:39 — The saxophone player who never meant to build a billion-dollar company09:11 — How turning his VW van into a mobile recording studio was the first step in building a business14:37 — The $20,000 keyboard synthesizer that changed his life forever21:27 — Chuck gets into retail - almost in spite of himself34:39 — Why Sweetwater refused to compete on price37:51 — How Chuck and his early team started to learn the power of customer service44:45 — Inside "Sweetwater University" and being a Sales Engineer: 13 weeks of training before an employee answers the phone46:55 — Leadership rule for employees: Never ask permission to do the right thing1:03:19 — Why Amazon hasn't stopped himThis episode was produced by Casey Herman with music by Ramtin Arablouei, and edited by Andrea Bruce with research help from Carla Esteves.Follow How I Built This:Instagram → @howibuiltthisX → @HowIBuiltThisFacebook → How I Built ThisFollow Guy Raz:Instagram → @guy.razYoutube → guy_razX → @guyrazSubstack → guyraz.substack.comWebsite → guyraz.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.