Podcasts about CX

How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It's a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation of CX — Happy, trusted employees create better customer outcomes. The inside always reflects outside. 2. Trust and flexibility drive performance — Remote work isn't the enemy. When employees feel trusted and supported, they deliver more. 3. Relationships are your new currency — In a world shaped by AI, human connection is what sets you apart. About Francesca Di Meglio Francesca Di Meglio is a veteran writer, reporter and editor. Currently, she is the editor of HR Exchange Network and CX Network and a producer at PEX Network, all part of IQPC Digital. In 2024, she won the Innovator of the Year award from IQPC Digital for her work in building community roundtable and breakout sessions. Earlier in her career, for nearly a decade, she worked for the award-winning business schools rankings team at Bloomberg Businessweek. She has written the book Fun with the Family New Jersey (Globe Pequot Press, 2012). Resources CX Network : https://www.cxnetwork.com/ https://www.cxnetwork.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast's evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist — to bring fresh perspectives on customer behavior, brand experience, and the future of CX. Together, the four hosts discuss the state of customer experience today, particularly in light of the stagnant growth in the American Customer Satisfaction Index over the past three decades. They debate metrics versus meaning, the enduring value of physical retail, and the coming wave of non-visual AI-driven brand interactions. The episode sets the stage for a broader, more dynamic take on what it means to truly understand and serve customers in the modern age. Quote of the Episode "We're using metrics that are more relevant to the business than to the person actually experiencing the brand." — Dr. Morgan Ward Key Takeaways Customer satisfaction has plateaued: The American Customer Satisfaction Index has barely moved in 30 years, despite huge investments in CX. This calls into question the effectiveness of current CX strategies. ROI needs to be central: CX professionals must link experience improvements directly to financial returns if they want continued investment. Metrics can be misleading: Overly relying on simplified metrics like NPS can lead organizations astray, especially when they're gamed or don't reflect real consumer emotions. Retail is making a comeback: Resurgence in physical retail's emotional power especially among younger consumers who crave tactile experiences. The future is voice-first: How AI-driven, non-visual brand experiences will redefine customer interaction demanding new forms of design thinking. Dual focus is key: Brands must balance operational improvements today with strategic planning for a fast-approaching future filled with disruptive technologies. Resources Mentioned American Customer Satisfaction Index (ACSI): www.acsi.org — Independent benchmark of customer satisfaction in the U.S. since 1994. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025  Follow Ryan on LinkedIn. Ben Shaw Ben Shaw is Chief Strategy Officer at MullenLowe UK, having also led strategy at BBH and worked client-side with fast-growth start-ups Wheely and Unmind. He's passionate about how brands can challenge culture convention and create ideas people want to spend time with, working on brands like Audi, Google and Burger King.  Beyond advertising, Ben champions mental health awareness and rare disease research, drawing on both personal experience and professional curiosity. Follow Ben Shaw Morgan Ward Morgan Ward, Ph.D. is a marketing scholar and former professor at Emory University and Southern Methodist University, with over two decades of expertise in consumer behavior and branding. She's worked with clients ranging from start-ups to global brands, helping them translate behavioral science into strategies that resonate in culture and drive growth. Her academic research explores status, symbolism, and the psychology of consumption, and she has served as an expert witness in federal trademark and trade dress cases. Beyond her academic and consulting work, Morgan is fascinated by how cultural shifts shape what people desire, and how brands can both reflect and influence those desires. Follow Morgan on LinkedIn Subscribe & Follow Apple Podcasts Spotify  

This week on Above the Fold, I sat down with Max Wallace, Director of CX at Tommy John, and Kara Randle, CX manager, to talk about what it really takes to scale a customer experience team without losing the human touch.We get into career pivots, building long-term team culture, and why “first response time” is not the CX metric you should be obsessing over. Max shares how he has kept Tommy John's CX standards high through outsourcing and team growth, while Kara talks about the ongoing training and empowerment strategies that keep agents confident and customers loyal.We also cover the role of automation (and when it goes too far), how to make customer feedback actually influence product and marketing, and the hot take both of them have on CX as a driver of retention, not a cost center.If you lead a team, work in customer experience, or want to understand how brands keep customers coming back, this episode is full of insights you can use right now.

SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was coping across the world. John Devlin is the Founder and CEO of Ascensos (acquired by Firstsource in 2024) - he is still in this position. John talked to Mark Hillary on March 26, 2020. This was day one of the first Covid lockdown in the UK - the Prime Minister had urged everyone in the nation to stay at home on March 23rd... it was enforcable from March 26th. Companies with staff in offices had three days to figure out how to keep going and many businesses were not able to function at all. Many of these conversations feel historic. It's worth revisiting some of them just to remember the sense of chaos in the industry at this time and how the industry adapted and coped with the challenges of 2020 and 2021. https://www.linkedin.com/in/john-devlin-4731521/ https://www.ascensos.com/ https://www.firstsource.com/

Car sales success is built on micro-yeses — small agreements that build trust, reduce resistance, and make closing feel natural. In this automotive sales training episode, Andrew Sardone shows how to engineer micro-yes momentum across the dealership sales process: greeting, test drive, feature demos, and numbers. You'll get scripts, CX psychology (halo effect), and a free Micro-Yes Tracker to map small wins in every deal. Takeaways: micro-yes vs. trial close, test-drive conversion, halo effect, authentic framing, pitfalls to avoid, manager coaching cues.

What happens when life rips up your plan and hands you an unexpected invitation to start over?In this episode of The Career Flipper, host Jenny Dempsey sits down with Lori Wallace, executive recruiter, mentor, and all‑around career‑flipping muse. We talk about the serendipitous way we met (spoiler: Jenny was pretending I worked at an art show) and her journey from corporate banking to a total physical and emotional breakdown that changed everything.These days, we often hear stories about COVID being the turning point for career change but Lori takes us back to another moment that shook the world: 9/11. It was the catalyst that impacted her health, her career, and ultimately, the way she lives and works today.In this conversation, Lori shares:How the events of 9/11 sent shockwaves through her health and careerWhat it's like to be laid off while on maternity leaveThe moment her body forced her to pause and completely reevaluate her lifeWhy listening to your body's signals during transition is non‑negotiableHow career change can be one of the most misunderstood (and isolating) forms of modern traumaIf you've ever felt like the rug's been pulled out from under you, stuck, scared, or unsure of what's next, this one's going to meet you right where you are.Connect with Lori:

What happens when people live decades longer than before—but not necessarily healthier? Iana Kouris, customer experience leader at BCG X, explores how companies can help people live longer healthier. Businesses can jumpstart the longevity economy by leveraging CX, behavioral design and change management to develop new products for prevention and customized for the growing elderly population, as well as supporting their employees on this journey. Learn More: Iana Kouris: https://on.bcg.com/4fvFrXv BCGX: https://on.bcg.com/4ltCU1A How Digital and AI Will Reshape Health Care in 2025: https://on.bcg.com/4mEGBCu This podcast uses the following third-party services for analysis: Podtrac - https://analytics.podtrac.com/privacy-policy-gdrp

On this episode, I'm talking about what it takes to build a modern footwear brand in 2025. My guest is Douglas Holm, Head of Online at Myrqvist.We explore how Myrqvist balances premium product with accessible pricing, and why customer experience is the real driver of long-term growth. Douglas shares how the team thinks about loyalty, discovery, and CX. From replying to Reddit threads to designing better packaging, everything ladders up to a more thoughtful brand experience. And when it comes to community, it's less about building a forum and more about showing up where the customer already is.We also talk about how Myrqvist is using AI behind the scenes and on the website. From translations and product copy to AI-powered search, Douglas explains how they're enriching PDPs to be more discoverable by AI tools, not just humans.If you care about digital brand building, operational scale, or staying visible in the age of AI discovery, this one's for you.This episode is brough to you by depict.ai. Their mission is to help shoppers discover the products they love while giving merchandisers total creative control. So if you're still stuck in traditional keyword land, head to depict.ai and level up to natural conversational search.Sign up to our newsletter here.

AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust. In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CEO of Cyara, about how Cyara's AI-powered customer experience assurance platform helps enterprises continuously test, monitor, and validate every interaction before it reaches the customer. We cover: ✅ How to scale AI without sacrificing trust ✅ Building guardrails for compliance and transparency from day one ✅ Preventing silent failures that cost millions

What's on your mind? Let CX Passport know...Can complaints actually be your company's greatest asset?In this *Greatest Hits* episode of CX Passport, Scott Lee Holloway shares his CX journey…from a teenage pet shop employee in the UK to leading customer experience strategy for APS Bank in Malta.Originally aired as Episode 167, this conversation continues to resonate. Scott breaks down the cost of poor CX, why unstructured feedback matters, and how creativity (including a James Bond-style internal launch video) can drive serious CX results.CHAPTERS  00:00  The cost of poor CX  02:29  Malta and the road to APS Bank  05:29  Support ≠ inefficiency  08:03  Getting skeptics on board  10:06  Loving complaints  15:52  CX maturity in Malta  18:08  First Class Lounge  23:50  Extracting value from unstructured data  26:58  Building a CX team from scratchEpisode resources:  Connect with Scott Lee Holloway on LinkedIn: https://www.linkedin.com/in/scottleeholloway  Visit Scott's site: https://www.scottleeholloway.com  If you like CX Passport, I have 3 quick requests:✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport  ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup  ✅ Bring

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdated mindset. They discuss why great marketing fails without great customer experience, how AI is reshaping market research, and why data alone isn't enough. Plus, hear how one brand drove real growth by putting experience first—and how you can apply the same strategies to your business. Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

Why you should listenCyril Louis shares how Mavericx transformed from a typical Salesforce implementation partner into a trusted CX advisor, offering a proven blueprint for boutique firms looking to escape the commodity trap.Learn how building and leading local communities for 10+ years became a powerful lead generation and recruitment strategy that costs nothing but delivers exponentially.Discover practical AI implementation strategies across retail and financial services, including the step-by-step maturity model that prevents costly AI pilot failures.If you're tired of competing on price with every other Salesforce partner and watching the big SIs walk away with the strategic work while you get stuck doing configurations, this episode will change how you think about positioning. Boutique after boutique races to the bottom, begging for leads from AEs who now expect you to bring them business instead of partnering with you. That's exactly where Cyril Louis from Mavericx was heading until his clients started asking him a different question: "What's next after Salesforce?" Instead of just implementing CRM, Cyril repositioned his firm as the CX strategy partner who happens to know Salesforce inside out. We break down his 10-year community play that's generated more qualified leads than any marketing campaign, his three-stage AI framework that prevents those expensive pilot disasters, and the hard lesson about saying no to bad-fit clients earlier.About Cyril LouisCyril has 17 years of experience in digital and cultivates a dual skill by focusing on CRM topics & customer knowledge as well as on engagement & digital marketing aspects.He worked on numerous missions aimed at defining new strategies as ‘Customer Centric Company‘ and ‘Data Driven Company‘ via customer journeys for a better engagement. These new customer journeys involve many reflections on organization, methodologies, data urbanization and IT architecture. Cyril regularly shares thoughts and best practices on topics around the omni-channel customer experience, whether in publications or at diverse conferences.His expertise has been recognized by Salesforce with his awards as Salesforce MVP, Salesforce Lightning Champion and Salesforce User Group Leader.Resources and LinksMavericx.chCyril's LinkedIn profileChatGPTClaude.aiCursorOnyxPrevious episode: 627 - SMS Isn't Spam: It's Your 98% Open Rate Gold Mine with Chris BrissonCheck out more episodes of the Paul Higgins PodcastSubscribe to our YouTube channel: @PaulHigginsMentoringFree Training for AI & Tech Consultants Ready to Stop Trading Time for MoneyJoin our newsletter

We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation leaders deploy fast, scale with confidence, and achieve meaningful business transformation with AI.In this episode, Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory unpack what's in the Blueprint, sharing hard-won lessons from Intercom's own journey deploying AI, why it's not about AI for AI's sake, and what support leaders need to get right during this transformational time – from building a business case to rewiring their team structure. It's a grounded, behind-the-scenes look at leading a CS organization through AI transformation.Read the AI Agent Blueprint: https://fin.ai/blueprintWatch this episode on YouTube: https://www.youtube.com/watch?v=ildUg7TrJfINewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Send us a textReady to shake up your customer experience approach with some no-fluff, straight-to-the-point wisdom? In this episode, Adrian Swinscoe – author of *Punk CX* and *How to Wow* – joins Roman Trebon to deliver a masterclass on how real, actionable data combined with firsthand customer stories can transform your CX from good to unforgettable. Learn why "going to the gemba" (that's Japanese for “go see where the work happens”) can be the secret weapon in your customer success playbook, and why less complexity often results in more memorable experiences.Adrian Swinscoe dives deep into a pragmatic, almost punk rock philosophy of customer experience that's anything but conventional. His call to action? Don't get lost in the sea of binary data points and over-engineered solutions. Yes, data is king – but raw numbers alone often feel like a monochrome sketch. True customer success leaders bring color and context by blending quantitative insights with rich, qualitative stories. It's these narratives that move teams to act and innovate, bridging the gap between cold metrics and vibrant human emotion.Swinscoe invokes the Toyota-inspired practice of “going to the gemba,” encouraging CX leaders to ditch conference rooms and dashboards for direct observation—whether it's sitting with frontline agents or experiencing the product as a customer would. This boots-on-the-ground approach fosters empathy, reveals friction points invisible in reports, and catalyzes meaningful change.Echoing his punk ethos, Adrian warns against the natural tendency to keep piling on features and processes under the guise of “improvement.” Instead, simplicity should be your compass. If you add one new element to a process, critique what two things you can eliminate. Complexity is easy; elegance and clarity require discipline—and they pay dividends in customer loyalty.Roman's illustrated comic example highlights the paradox: an overcomplicated onboarding and an overly simplified offboarding process reveal where brands lose customers—not because of lack of effort, but too much of the wrong kind of effort.For anyone seeking practical, actionable guidance on staying ahead in the crowded CX arena, this conversation is a treasure trove. Tune in, challenge your assumptions, and enrich your customer success playbook with these hard-earned lessons on observation, storytelling, and ruthless simplicity.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Technology enabled, people-focused Customer Service With Matt Whitmer. In today's episode, we're thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships. What we cover in this episode: It's all about meeting customers where they are in their journey. Customers want to trust the brands they work with. Customers want to feel like they are being helped, not "sold." Build conduits within your organization to ensure open communication and to bust silos.  The best customer experience is enabled by tehcnology and AI but diven by people. Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

Customer service used to be seen as a cost center. Something to manage, streamline, and, if possible, outsource or automate. But what happens when AI shifts that narrative entirely? In this episode of Tech Talks Daily, I sat down with Ryan Peterson, Chief Product Officer at Concentrix, to unpack how customer service is being reimagined as a revenue-driving engine. With 430,000 advisors handling millions of calls for brands across every major industry, Concentrix isn't theorizing about the future. They're building it. Ryan shares how blending human empathy with AI efficiency is creating faster resolutions, stronger loyalty, and in some cases, serious bottom-line results. One example saw upsell revenue rise from $500,000 to $1.6 million per month simply by supporting human agents with smart, context-aware AI assistants. We also talk about the evolution of the agent's role. Far from replacing jobs, AI is creating a new class of specialists called agent engineers. These are people responsible for maintaining, optimizing, and guiding AI systems that now work alongside human teams. This shift is opening doors for deeper personalization, real-time translation, and richer customer engagement across channels and geographies. Ryan also gives us a behind-the-scenes look at Concentrix's award-winning IX...Low Platform, which was recently named Intelligent Personal Assistant of the Year. Supporting over 7,000 AI agents and offering robust security and integration capabilities, the platform is designed for scale and resilience. It's not just handling simple FAQs. From legal contract analysis to proactive service interventions, these AI agents are transforming how enterprise support works. We close with a forward-looking conversation about hyper-personalization, ethical AI integration, and the long-term role of trust in CX strategy. Ryan's optimism is clear, but it's grounded in metrics, use cases, and a deep understanding of what businesses actually need to deliver meaningful customer experiences. If you're curious about what customer service looks like when AI and humans collaborate effectively, or what it takes to move from handling complaints to driving conversion, this is the conversation you'll want to hear.

This week's podcast is about Cainiao's rapid rise from 2014-2022. Despite having a pretty unclear strategy. It's another example of Alibaba's Management Playbook.You can listen to this podcast here, which has the slides and graphics mentioned. Also available at iTunes and Google Podcasts.Here is the link to the TechMoat Consulting.Here is the link to our Tech Tours.Here is the case study from CEO Wan Lin.Wan Lin: My Practice On Strategy ——–I am a consultant and keynote speaker on how to accelerate growth with improving customer experiences (CX) and digital moats.I am a partner at TechMoat Consulting, a consulting firm specialized in how to increase growth with improved customer experiences (CX), personalization and other types of customer value. Get in touch here.I am also author of the Moats and Marathons book series, a framework for building and measuring competitive advantages in digital businesses.This content (articles, podcasts, website info) is not investment, legal or tax advice. The information and opinions from me and any guests may be incorrect. The numbers and information may be wrong. The views expressed may no longer be relevant or accurate. This is not investment advice. Investing is risky. Do your own research.Support the show

Christian Ander, founder of Sweden's first Bitcoin exchange BT.CX, shares how he started in 2011—before most had even heard of Bitcoin. Over a decade later, his exchange still can't get a Swedish bank account.

Dave D'Arcy is the founder of Laughing Leadership. He is based in Tring, close to London in the UK. Laughing Leadership was created to guide business leaders to build the environment to nurture and develop happy engaged employees. The solution is not in bean bags, slides, fruit on Friday or free tea and coffee. It is in culture. And culture is a byproduct of leadership style.  In this conversation with Peter Ryan, Dave talks about some of the 'groundhog day' issues he keeps reading about and seeing in CX. Why do we keep reading about the same CX issues over and over again? Why is the CX business news from years ago just about the same as today? Why do we always see the hype cycle with new technologies - such as AI? https://www.linkedin.com/in/davemdarcy/ https://www.davedarcy.co.uk/ https://www.youtube.com/shorts/qbH1R9yDdr4   CX FILES IS TAKING A BREAK FOR THE REST OF AUGUST - WE ARE BACK ON SEPTEMBER 4! Keep tuning in as we plan to repeat some clips from this time exactly five years ago during the Covid pandemic - how did the CX industry cope? CX Files switched to almost daily interviews during the early part of the pandemic, so we will clip a few of the best interviews to share with you again this August... see you again in September!   SUMMARY: Mark Hillary and Peter Ryan discuss the final episode of the CX Files podcast before taking a break in August. They introduce Dave D'Arcy, founder of Laughing Leadership, who focuses on leadership and employee engagement. D'Arcy critiques common CX industry issues, such as outcome-based pricing models, lack of investment in training, and the overemphasis on impact sourcing. He argues that AI has not lived up to its hype and has led to employee disengagement. D'Arcy emphasizes the need for businesses to invest in their employees and align strategies with clear business objectives.

In this episode, host Jenny Dempsey sits down with Beth Karawan, consumer & CX insights strategist, to talk about how a side hustle, a layoff, and a whole lot of curiosity led to an incredible career transformation. From student teaching and bartending to making donuts during the pandemic and launching her own consultancy, Beth's journey is a reminder that your skills are transferable, your path is never linear, and joy can absolutely come from the most unexpected places.Topics We CoverWhen your major doesn't match your futureMarket research, storytelling, and discovering you're good at math, kind ofWhat a restaurant job taught Beth about trust and leadershipLetting go of shame around unconventional jobsLaunching “It's Donut Friday” and leaning into funThe surprising link between CX and making donuts Connect with BethLinkedIn: https://www.linkedin.com/in/bethcaranNewsletter: It's Donut Friday  Thanks for tuning in to The Career Flipper!If this episode made you think, laugh, or feel a little braver about your own flip, do me a favor:

What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all agree that staying in our comfort zones holds us back, why do we continue to resist change—and what can leaders do to help teams navigate it better? In this episode of the Delighted Customers podcast, I sit down with Dennis Geelen, an accomplished author and consultant, to decode the human side of change management. We dive into strategies for easing transitions in workplaces rocked by mergers, tech shifts, and cultural upheaval. If you've ever faced pushback—even when a change is clearly for the greater good—Dennis' actionable insights are for you. His creative approach takes the abstract concept of “change” and makes it tangible, actionable, and even relatable. From leadership lessons to frameworks you can use with your team tomorrow, Dennis explains it all with stories and wisdom. Here's why you want to listen: Dennis not only brings decades of experience helping organizations lead through transition, but he also recently co-authored a new book, The Five Shoes for Change, that pairs his business expertise with clinical psychology insights. If you're a leader, CX professional, or employee wondering why company change initiatives so often falter—or just want to build your own change muscle—this episode is essential listening. Three questions Dennis answers on the show: What are the five “shoes” you need to successfully lead yourself—and your team—through change? What are the most common missteps organizations make in change management, and how do these missteps affect employee experience? How can leaders identify and address emotional baggage that employees bring to organizational changes, such as mergers or acquisitions? Ready to build change resilience and transform your approach to leadership and customer experience? Tune in to this episode now.

"As agentic AI spreads across industries,” states Rishi Rana, the Chief Executive Officer at Cyara. “Everybody is curious to understand how that is going to transform customer experience across all the channels?"In this episode of the Tech Transformed podcast, Shubhangi Dua, the Host and Podcast Producer at EM360Tech, talks with Rishi Rana, the CEO of Cyara, about how agentic AI is changing customer experience (CX). They look at how AI has developed from simple chatbots to advanced systems that can understand and predict customer needs. Rana spotlights the need for ongoing testing and monitoring to make sure AI solutions work well and follow the regulations. They also discuss the obstacles businesses encounter when implementing AI, the importance of good data, and the future of AI agents in improving customer interactions.Agentic AI Transforming Customer Experience (CX)Customer experience (CX) is changing quickly and significantly, thanks to the rise of agentic AI. These advanced systems go beyond the basic chatbots of the past. While such a change may offer a future equipped with a smart, proactive customer journey, it doesn't come without its challenges. These obstacles require organisations to thoughtfully plan and carefully execute strategies.For years, chatbots provided a basic type of automated customer support. However, Rana explains that the evolution of AI is pushing boundaries. "AI in customer experience (CX) is changing from a basic level of chatbots that have been present for the last five or 10 years. Now they are turning into fully agentic systems that operate across voice, digital and human-assisted channels," said Rana. Moving Beyond Basic ChatbotsChatbots' lucrative development lies in the strengths of Large Language Models (LLMs) like Google's Gemini, Meta's Llama, and OpenAI's ChatGPT. This is because the AI-backing models are facilitating "voice bots" and other AI agents to move beyond simple response automation to intelligent orchestration. Intelligent orchestration results in anticipating user needs, adjusting in real-time, and guiding customers to hybrid solutions where AI and human agents work together. Ultimately, the goal is to greatly improve the customer experience (CX). Studies suggest that 86 per cent of people are willing to pay more for the same service, no matter what it is, when the customer experience is better.Advancements don't come without a price. Rana believes the lack of proper guardrails is a cause for concern. "AI is great, but you need to have guardrails and ensure the intent behind the questions and the objective behind the customer interaction is getting answered." This requires ongoing testing and monitoring across all channels to ensure consistency and avoid problems like hallucinations, misuse, or bias. These issues can result in major financial losses and damage to reputation. For instance, Rishi Rana mentioned that over "$10 billion in violations and liabilities due to incorrect information given to customers" occurred in 2024 alone.To successfully execute agentic AI, enterprises must shift left with AI by...

What could your CX teams do to strategically move your brand forward if they weren't tethered to dashboards? Agility requires CX teams to move beyond reactive reporting and embrace proactive insight delivery. In an era where insights are instantly available through conversational AI, the strategic role of CX is about to shift—big time.Today we're going to talk about how AI is reshaping customer experience by freeing CX teams from dashboards, static reports, and manual data analysis—and allowing them to lead strategically with real-time intelligence. About Sid Banerjee Sid Banerjee on LinkedIn: https://www.linkedin.com/in/sidbanerjeewdc/ Resources Medallia: https://www.medallia.com https://www.medallia.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 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

This week on The Modern Customer Podcast, I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters loyalty, trust, and measurable results. Jeff shares how Qualtrics is transforming feedback with AI‑powered conversations that increase response rates by 10% and deliver twice the depth of insight, and why building trust is the foundation for lasting adoption of new technology.

What's on your mind? Let CX Passport know... CX won't work if the people closest to the customer don't have a seat at the table.Kate Guenther's journey started in childhood, learning how trust is built through human-centered service. Today, that experience fuels her belief that strategy only works when everyone is aligned — from the C-suite to the frontline.In this episode, we talk about:How a childhood lesson sparked Kate's customer-first mindsetWhy CX breaks down when key voices are excludedThe danger of strategy with no frontline inputHow to bring product, ops, and support to the same tableWhy sustainable CX depends on clear ownershipCHAPTERS 0:00 Meet Kate Guenther 1:20 Interior design lessons and the Genevieve story 4:18 The shift from transaction to interaction 7:00 Equipping teams to scale CX 10:42 The connection between product and customer experience 12:34 Delivering CX results executives care about 14:07 First Class Lounge 17:53 What companies get wrong in CX 19:03 Scaling with soul: how to truly listen 21:10 Why great CX starts at the frontline 22:45 What's next for Kate 23:01 Where to find KateGuest Links: 

What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo growth: years of unseen root work before visible success emerges.With only 17% of executives confident in their CX delivery, despite nearly half calling it a top priority, we unpack what it takes to bridge that divide. Camille walks us through how her team built trust, accountability, and alignment, warning that mismatched expectations are the “rotten tomato” that can spoil even the best CX plans. We also explore how Verizon is using AI not to replace humans, but to enhance experiences—automating routine tasks while expanding human support.Throughout, one theme stands out: lasting CX transformation depends on psychological safety. Innovation only happens when teams feel safe enough to try, fail, and learn.About Camille Kremer:Camille is the Senior Director of Customer Experience at Holiday Inn Club Vacations. She and her team lead the CX strategy, and drive enterprise-wide improvements based on customer feedback. With 20 years of experience leading large-scale operational and transformational change across multiple industries, she is passionate about turning analytics into meaningful action. Her background in sociology, informatics, quality assurance, and lean continuous improvement fuels her commitment to creating positive change for both businesses and customers.When she visits her parents in Louisiana, Camille still loves tending to the bees in her father's apiary - a hobby they've done together for 30 years.Follow Camille on...LinkedIn: https://www.linkedin.com/in/camillekremer/Articles Mentioned:- Global execs say CX is crucial to success but most still struggle to optimize its performance (VISION by Protiviti) -- https://vision.protiviti.com/insight/global-execs-say-cx-crucial-success-most-still-struggle-optimize-its-performance- Marketing Promised. CX Didn't Deliver. Here's the Cost. (CMSWire) -- https://www.cmswire.com/customer-experience/marketing-promised-cx-didnt-deliver-heres-the-cost/- Verizon Announcing AI-Powered 'Customer Experience Transformation' (Newsweek) -- https://www.newsweek.com/verizon-announcing-ai-powered-customer-experience-transformation-2089472Want 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/)

Today on the Scoop the team from Tapod brings you all of the weekly TA & Recruitment News including… a massive acquisition in the HRTech space, working from home reserved for the elite… (except in Victoria), LinkedIn called out by industry, 20% of companies in the US impacted by DEI policy change, Gen Z accused of laziness… again. And much more. Thanks to Indeed for your ongoing support. 

Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving. Desjardins is a 125-year-old financial co-op based in Quebec. It has deep community ties and a proud history. But that pride masked a painful truth: Members no longer saw it as customer-centric. The organization believed its cooperative structure guaranteed loyalty—until low NPS scores and rising member churn showed otherwise. Mathieu Staniulis and Séverine Clairet recount how Desjardins confronted its own mythology, restructured governance, and began treating feedback as a system, not a score. Desjardins' wake-up call came in the early 2010s. Despite its co-op status, members said the experience felt disjointed. Branches operated as near-independent entities. “It was really difficult to see the full scope of our company because we were presenting ourselves as different companies,” says Mathieu. CEO Guy Cormier led a bold move: unifying the 17 siloed organizations within Desjardins under a single governance structure. But structure alone wasn't enough. Internally, CX, risk, and profit still pulled in different directions. As Mathieu puts it,  “People in charge of customer experience only talk about customer experience and NPS. People in P&L ownership talk about their performance—their bottom line. How can they improve their performance, especially on the financial metrics? And then you have the risk people trying to manage risk and deal with regulators always bringing new regulations, especially in the financial industry. And I believe we have to find a way to work together to balance customer experience, efficiency or financial metrics, and risk management.” The challenge became about integrating those forces to make balanced, member-first decisions—without sacrificing performance. Now Desjardins faces a new frontier: recreating intimacy in a digital world. Transactions moved online. But financial advice—the core of trust and loyalty—remains unsolved. The question, Mathieu says, is urgent and unanswered: “How do we bring advice into a digital world?” Guests: Mathieu Staniulis, Vice President, Products, Solutions & Digital, and Chief Transformation Officer | Séverine Clairet, Vice President Customer Experience & Marketing Strategy, Desjardins Host: Rob Markey, Partner, Bain & Company Give us feedback: Customer Confidential Podcast Feedback Send us a note: Contact Rob Time-Stamped Topics 00:01 – A logout button reveals blind spots in member experience 00:04 – Desjardins' founding story: community aid in a kitchen 00:06 – “Member-owned” in theory vs. practice across 17 silos 00:08 – How Guy Cormier unified Desjardins under one governance model 00:09 – Why NPS lagged despite a strong co-op identity 00:12 – “The S means system”: transforming how feedback drives action 00:15 – Balancing CX, P&L, and risk without silos 00:18 – The call center debate: cost now vs. loyalty later 00:20 – Journey teams as a model for cross-functional accountability 00:21 – Digital did the easy part, so what comes next? 00:22 – Can “digital” be intimate? The next frontier for co-ops Notable Quotes [15:00] ​​ “It was really difficult to see the full scope of our company because we were presenting ourselves as different companies. … We had to pivot from working together, but in silos.”  [16:00] “We believe we're member-focused, but we were lagging in NPS. We were also losing membership, so we had to pivot and change all of that, changing the way we look internally at our performance, raising NPS as the top KPI for our company.” [16:00] “That's the equation of NPS. Buying more, referring more, and staying longer mean more profitability. For P&L, it means better risk management, because there's a tendency to lower your risk when you have loyal customers with you. So you have to bring that all together.” [17:00]  “We were very proud of Desjardins, especially in the Quebec market. In some lines of products, we have almost 40% market share. You will see a branch of Desjardins in every town. It's deep in our roots.” Additional Resources Read Bain's case study, From Laggard to Leader: Desjardins Evolves Member Centricity for the Digital Age: https://www.bain.com/client-results/from-laggard-to-leader-desjardins-evolves-member-centricity-for-the-digital-age/

This week on Tapod we sit down with the ultimate Swiss army knife of talent—Jo Vohland—to discuss exactly WTF is going on in the Talent Industry. Focusing on the ‘State of TA Report' commissioned by ATC, we look at rumour vs reality. There is no issue left off the table, and we cover AI, DEI, RTO (a lot of acronyms), the future-looking recruiter, and much more. It's a fascinating deep dive into real issues, challenges, and successes—we hope you'll join us. Thanks to Paradox for your support this month. 

You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/ RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today's hypercompetitive market. Kamron shares how they've transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their processes — without losing that all-important human touch. If you're wrestling with legacy systems, struggling to turn CX theory into practice, or figuring out how to scale with AI without alienating customers,  this episode is packed with practical tips you can take away today. And, if you're a regular listener, you'll know this one plays right into one of Ryan's and my favourite themes: breaking down those silos! Best Quote From the Episode “Customer Experience is everyone's responsibility. It's not just about Customer Service — it's about aligning the whole organisation around delivering value at every touchpoint.” — Kamron Kunce, RJ Young Key Takeaways ✅ CX must be a core business strategy, not a bolt-on function of Customer Service. RJ Young's “Make It Right Guarantee” puts this principle front and centre. ✅ Map your Customer Journey — and revisit it regularly. Quarterly and annual reviews keep RJ Young's CX aligned to ever-evolving customer expectations. ✅ Break down silos with transparency. Weekly cross-functional updates and quarterly company-wide video broadcasts ensure alignment across 700 employees and 9 states. ✅ Cross-functional collaboration is critical. Everyone, including Finance and HR, plays a role in the Customer Experience. ✅ Thoughtful use of AI is the future. RJ Young is leveraging AI to improve backend data insights and operational efficiency, without removing the human element that drives loyalty. ✅ CX + Culture go hand in hand. Embedding CX into your company culture is essential for sustainable success. Resources Mentioned RJ Young: https://www.rjyoung.com/  Kamron Kunce: https://www.linkedin.com/in/kamronkunce/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025    Follow Ryan on LinkedIn.   Subscribe & Follow   Apple Podcasts Spotify

HUMANS REQUIRED: CRITICAL MOMENTS IN THE HIRING PROCESS   How many times have we heard the comforting phrase 'but recruitment will always need the human touch'?   Intuitively, I believe this is true at least for non-volume, permanent hiring but but do we really understand why, when, who and how? We probably need to find out because if we rely on comforting homilies, we might find the CFO won't quite get it ;-)   - Why do we think the 'human touch' matters? - When we think about the human touch, what scenarios come immediately to mind? - AI / Automation has proven to improve CX in many cases, so is the case being made that more AI / Automation should mean further improvements in CX? - Does the source of the candidate matter when thinking about the 'human touch' - When do we think are the most important moments in the hiring funnel for the human beings to be involved? - Can sometimes 'more human' make things worse? - What does it look like when we have the perfect blend of AI driven efficiency and human delivered empathy? - Do we need to quantify the human touch? If so how does that connect with OKR / KPI's? - What do we - as humans - need from a recruitment experience?   All this and more with Jean-Marie Caillaud, Founder (WorkMeTender), Carrie Brophy, Senior Director Talent Acquisition (Marriott International) & Mark Kunaseelan, Head of Resourcing (University of Arts, London)   We are on Friday 1st August, 2pm BST / 9ET - follow the channel here (recommended) and save your spot for this demo by clicking on the green button.     Ep321 is sponsored by our friends Willo   Recruiting for high-volume positions in a global, diverse workforce is increasingly challenging, especially when relying on traditional methods and the limitations of written CVs. Managing thousands of applications manually is not only exhausting and inefficient, it can also prevent you from finding the top talent your organization needs to thrive.   Enter Willo. The award-winning team is transforming the hiring process with a dynamic candidate screening solution that users love, backed by an NPS score to prove it!   Their web-based, human-centric platform enables candidates to record responses to a predefined set of questions at their convenience. With over 5,000 secure integrations, Willo makes it easy to supercharge your recruitment process, reduce bias, and support diversity, equity, and inclusion goals—all while helping you tap into a larger, more exciting pool of global candidates.   Book a demo at willo.video this month to get 10% off—just use the coupon code "brainfood”. That's W-i-l-l-o dot video.

In this episode of Tank Talks, we're joined by Gaurav Jain, co-founder of Afore Capital, one of the earliest and most respected players in the pre-seed investing space. Gaurav shares how growing up in a small town in India, moving to Canada, and working at Blackberry, Amazon, and Google helped him understand the value of momentum, iteration, and building products that truly matter.He walks us through how a random dinner at Harvard led to meeting his future co-founder, how they built Afore around the belief that the best founders are often overlooked too early, and why the firm exclusively focuses on investing before there's a product or sometimes even an idea.Gaurav dives into what makes a great founder at the earliest stage, why he believes momentum is the only moat, and how the rise of AI has only accelerated opportunities for young, technical entrepreneurs to build enduring companies with less capital. He also opens up about the firm's "Founder-in-Residence" and "UTransfer" programs, his view on the Canadian tech scene, and the power of bespoke, high-conviction investing.We explore:* Why is momentum the only true moat in early-stage startups?* Can pre-seed investing still deliver alpha now that it's crowded?* Is seed-strapping the future of venture capital?* How do you identify founders before they've found their idea?* What happens when you give 19-year-olds the capital to build?Building a Pre-Seed Fund Before “Pre-Seed” Was a Thing (00:03:54)* Interning globally to chase experience and perspective* The turning point: joining Founder Collective* Meeting co-founder Anamitra through a lucky dinner at Foundation Capital* Launching Afore in 2016 to fill the pre-seed voidFounder Empathy & Early-Stage VC Lessons (00:08:17)* Mistakes from being a first-time founder* Learning that exits don't matter, products and pain points do* Why Canadian angel advice focused too much on sales, not software* Why product-led growth is a must-have, not a nice-to-haveThe 10,000 Coffees Rule of Venture (00:11:27)* How judgment is built: time, exposure, and repetition* Why investing based on ideas (not teams) is a rookie mistake* Filtering “this could work” vs. “this must work”* The real constraint in VC: time, not capitalAfore's Mission: Investing Before the Idea (00:15:00)* The “Too Early” problem founders face and why Afore exists* How FIR (Founder in Residence) and Transfer University fund ideation* Building a support system, not a portfolio of call options* Why being idea-stage isn't a red flag, it's a sign of ambitionConvincing LPs That Pre-Seed Was Real (00:19:19)* LP skepticism: “Isn't this just the bad deals no one else wants?”* How talking to founders not seed managers won over investors* Working with PitchBook and Crunchbase to split out pre-seed data* Making pre-seed visible helped founders self-identify and alignSeed-Strapping and the Rise of Efficient Startups (00:24:00)* How AI-native startups are hitting $1M ARR 2x faster* Case study: Gamma's hypergrowth on ultra-low burn* Why founders can delay growth rounds longer than ever* Capital efficiency is now a competitive edgeMomentum Is the Only Moat (00:26:07)* How Android's rise taught Gaurav speed = survival* Lessons from RIM's downfall: never rest on product laurels* Why the AI era is reshaping iteration timelines* Pre-seed startups now move at the speed of launches, not quartersPivot-as-a-Service in the AI World (00:34:16)* FIR teams pivoting from speech therapy to CX platforms* Younger founders = more raw talent, less domain bias* Startups pivoting every 6–8 weeks—and why that's healthy* Embracing pivots as a feature, not a flawScaling Afore with Purpose (00:35:21)* Fund IV, $500M+ AUM, and 150+ companies later* Why concentrated portfolios beat spray-and-pray* The dangers of being too dogmatic on stage or valuation* Supporting breakout talent like Neo, Gamma, and BenchGlobal Perspective: Canada's Role in Venture (00:41:19)* Why Canada produces world-class engineering talent* The upside and limits of building in the North* Hybrid models: Canada for R&D, U.S. for GTM* Afore's belief in serving Canadian founders, wherever they buildFailure may define most early-stage startups, but for Gaurav Jain, the real story starts before the pitch, before the product, even before the idea. With Afore Capital, he is betting on people over polish, instinct over perfection, and helping founders build long before the rest of the world is watching. His journey reminds us that great companies don't always start with traction; they start with trust.About Gaurav JainCo-founder and Managing Partner at Afore Capital. Ex-Android, BlackBerry, and founder of Polar Mobile. Afore is known for being one of the first firms dedicated to pre-seed, supporting founders before they even have an idea.Connect with Gaurav Jain on LinkedIn: https://www.linkedin.com/in/gjainvcVisit Afore Capital Website: https://www.afore.vc/Connect with Matt Cohen on LinkedIn: https://ca.linkedin.com/in/matt-cohen1Visit the Ripple Ventures website: https://www.rippleventures.com/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit tanktalks.substack.com

This week, I sat down with Lisa Nielsen, Senior Digital Marketing Manager at Victoria Beckham, to talk about what brand building looks like behind the scenes at a luxury fashion house and why customer experience is more than a post-purchase email.We get into the real impact of handwritten notes (yes, real ink and paper), how to bring humanity into high-pressure digital roles, and why text marketing isn't just for scrappy DTC brands anymore.Lisa also shares her take on lifecycle strategy in luxury, why empathy matters in leadership, and how VB is experimenting with resale, sustainability, and segmented CX all without losing brand integrity.If you've ever wondered how to scale without losing soul, or how to make your retention strategy feel more personal than automated, this one's for you.

Amanda Quinn is the Founder and Principal of Quinn Growth Advisors. She is based in Raleigh, North Carolina, USA. In this conversation with Peter Ryan, Amanda talks about her work advising BPOs on how to build growth and develop a sales pipeline. Amanda advises focusing on deep expertise and specialization, rather than claiming to offer every single service and excelling at none of them. How can BPOs compete and leverage technology to improve what they offer to clients? https://www.linkedin.com/in/amandaquinnmalach/ https://quinngrowthadvisors.com/   SUMMARY: Mark Hillary and Peter Ryan discuss the challenges faced by BPOs (Business Process Outsourcing) in the market, emphasizing the need for specialization over generalism. They highlight the inefficiencies of BPOs claiming to offer a wide range of services without excelling in any. Amanda Quinn, founder of Quinn Growth Advisors, is introduced as a guest who advocates for BPOs to focus on niche markets and develop deep expertise. Quinn advises BPOs to identify their strengths through internal stakeholder meetings and client feedback, and to expand by adding related services or industries. She also stresses the importance of charging for value-added services and leveraging technology to enhance service delivery.

In this special highlights episode, host Bob Azman features standout moments from two dynamic conversations—with Tyler DeLarm of Undigital and Mike Robinson of The 8th Notch.Tyler dives into the power of personalized unboxing and how it builds emotional brand loyalty.Mike explores how AI, automation, and sustainability are reshaping retail and customer expectations.Whether you're in CX, marketing, or retail, this episode offers fresh perspectives and actionable ideas for creating more authentic customer experiences.

This week, I got to chat with my friend Liz Dekofsky. She lives in LA, works full-time in a customer-facing job, and runs the coolest little side business curating thrifted style bundles.If you've ever walked into a thrift store and felt totally overwhelmed or just didn't have the energy to dig through the racks, Liz gets it. That's why she does the hunting for you, and her eye for finding great pieces is seriously next-level.But this episode goes deeper than just clothes.Liz recently got sober, and it's been a huge turning point in her life. That decision gave her the clarity and confidence to stop hiding parts of herself and start doing more of what lights her up. We talk about what it's like to balance a side hustle with a full-time job, how she deals with imposter syndrome (hint: it's still there, but she doesn't let it run the show), and how she's learning to show up more fully as herself.If you've been sitting on an idea, waiting for the perfect moment, or thinking you need to be “fully ready” before you start something, this episode is your permission slip to just go for it.Starting messy is still starting. And Liz is proof that small steps can lead to big, beautiful changes.Let's get into it.Connect with Liz & buy a bundleInstagram: https://www.instagram.com/curatedbylizd Thanks for tuning in to The Career Flipper!If this episode made you think, laugh, or feel a little braver about your own flip, do me a favor:

In this special highlights episode, host Bob Azman features standout moments from two dynamic conversations—with Tyler DeLarm of Undigital and Mike Robinson of The 8th Notch.Tyler dives into the power of personalized unboxing and how it builds emotional brand loyalty.Mike explores how AI, automation, and sustainability are reshaping retail and customer expectations.Whether you're in CX, marketing, or retail, this episode offers fresh perspectives and actionable ideas for creating more authentic customer experiences.

Join Maxine for a lively, energetic deep dive into the endless ways "Yes, and..." creates legendary Customer and Employee Experiences.She cuts through the misconceptions with wit and passion: "I like it and thought I knew how to use it" - sound familiar?This is FUN listening - no fluff, just Maxine's signature energy sparking your imagination and delivering aha moments you'll actually remember and want to practice.These tools can't be intellectualized - they must be experienced. Discover the magic that delights customers, keeps them coming back, and empowers employees so they're genuinely glad to work for you.Ready to experience it yourself?Join Maxine's invitation-only workshop: "Yes, and..." - What Improv Actually Looks Like in CX and EXWednesday, August 6 at 11am PTContact details in the episode

Multimodal interfaces. Real-time personalization. Data privacy. Content ownership. Responsible AI. In this episode, Eve Sangenito of global consultancy Perficient offers a grounded, enterprise lens on the evolving demands of AI-powered customer experience—and what leaders (and the partners who support them) need to understand right now. Eve and Sarah explore how generative AI is reshaping customer expectations, guiding tech investments, and redefining experience delivery at scale. For anyone driving digital transformation, building AI strategy, or modernizing enterprise CX, this conversation is a timely look at what's shifting—and what's ahead.

What does it take to build a brand that resonates across cultures… not just across markets?   In this special dual-guest episode, Lacey Peace sits down with Nataly Kelly, Chief Marketing Officer at Zappi, and Katherine Melchior Ray, UC Berkeley lecturer and former executive at brands like Nike, Hyatt, and Louis Vuitton. Together, they co-authored the new book Brand Global, Adapt Local: How to Build Brand Value Across Cultures and they're here to share the lessons learned from decades of global brand-building. Nataly and Katherine dive deep into why cultural intelligence is the most under-leveraged skill in modern CX, why brands that ignore cultural context are building in globalization debt, and how something as simple as a melon can repair — or ruin — customer trust. They explain the importance of shared values, the risks of applying the same CX metrics globally (spoiler: NPS doesn't mean the same thing in every country), and how AI is both accelerating and complicating cross-cultural brand connection. From real stories about Kit Kat's flavor strategy in Japan to awkward CX blunders in global grocery stores, this episode is packed with tangible takeaways and perspective shifts for any business looking to scale with humanity and intention. Get your copy of Brand Global, Adapt Local: How to Build Brand Value Across Cultures now!   https://www.amazon.com/Brand-Global-Adapt-Local-Cultures/dp/139861971X Key Moments:   00:00 Do Customer Service Expectations Differ Across Cultures?06:03 Why Cultural Intelligence Is Crucial for Global Business07:04 Co-Authors' Nataly Kelly & Katherine Melchior Ray's Meet cute  15:18 Real-Life Cultural Missteps and Surprising Service Norms24:13 Can AI Replace Cultural Insight? Why Human Context Still Matters34:38 What's at Stake When You Ignore Cultural Differences38:23 Globalization Strategy: Why Flexibility Beats Uniformity39:09 How Cultural Agility Builds Better Customer Experiences40:34 Style Switching & Cultural Intelligence in Leadership42:18 Kit Kat's Local Flavors & HubSpot's Global CX51:01 How Tech Adoption Varies by Country (And Why It Matters)55:12 Daily Habits That Boost Strategic Thinking & Creativity01:00:24 How AI Is Changing Global Marketing and Customer Experience01:15:46 Final Leadership Lessons on Trust, Culture & Global Growth –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

Technology Reseller News Podcast with Dave Michels, TalkingPointz "AI and automation is really all that anyone cares about right now. And this is a power combination." — Dave Michels, TalkingPointz In this Technology Reseller News podcast, publisher Doug Green speaks with Dave Michels of TalkingPointz to unpack NICE's blockbuster $955 million acquisition of Cognigy, a move that signals a transformative leap in the CX and CCaaS landscape. “This is a landmark moment,” said Michels. “We're watching the CCaaS space redefine itself around CX—and NICE is taking decisive action.” NICE, a global leader in AI-powered customer experience, announced it is acquiring Cognigy, the top enterprise provider of conversational and agentic AI. This acquisition unites NICE's CXone Mpower platform with Cognigy's Cognigy.AI, enabling organizations to orchestrate AI agents across front and back office functions with purpose-built CX AI models. Michels noted that while CCaaS providers have been increasingly positioning themselves under the broader ‘customer experience' banner, this acquisition may be the inflection point. “I've been wondering when the Magic Quadrant would shift from CCaaS to CX. This deal brings us closer.” Cognigy brings with it a blue-chip client list—including Lufthansa, Mercedes-Benz, Swissair, Nestlé, and Puma—and a projected 80% ARR growth in 2026. NICE gains not only powerful technology, but also an elite customer base and a strong European footprint. As for whether the nearly $1 billion price tag was justified, Michels pointed to investor confidence: “NICE gained $500 million in market cap within hours of the announcement. That's Wall Street's endorsement of the deal.” He also predicts that NICE will maintain Cognigy's independence. “To shut down their open ecosystem would be foolhardy. These are complementary solutions—this gives NICE a broader seat at the CX table.” From cultural alignment to AI-first innovation, Michels sees the deal as smart and strategically sound. “Both companies are platform-first. Both are chasing the same strategic vision—and they're better together.” As the contact center market pivots to CX orchestration powered by AI, this acquisition may come to be seen not just as timely, but foundational. To hear more insights from Dave Michels, visit TalkingPointz.com, and stay tuned to Technology Reseller News for continued coverage of this evolving story.

On this episode, I'm talking about what commercial leadership really looks like in 2025. What's changing, what's staying the same, and how smart operators are navigating uncertainty - with Kelsey Fahy, Commercial Director at The Fold.We get into the evolving role of commercial leaders, and why success now depends on cross-functional thinking, faster decision-making, and a deep understanding of the customer. Kelsey shares how The Fold balances agility with consistency, and how they stay laser-focused on their purpose while expanding across channels and markets.We also explore how AI is creeping into commercial conversations, not to replace people, but to unlock faster, smarter decisions. And we talk about why brands need to stop over-personalising the wrong moments, and start paying more attention to post-purchase.If you're a brand operator thinking about growth, CX, and where to invest next, this one's for you.This episode is brought to you by Reveni. Reveni helps eCommerce brands turn refunds into retained revenue, by making instant exchanges the default, not the exception. Learn more at Reveni.Checkout Factory here.Sign up to our newsletter here.

On this episode, I had the pleasure of speaking with Alison Dixon, the Chief Customer Experience Officer at Portnox, a leader in zero-trust network access control. Alison's unique insights stem from her diverse background, which encompasses various roles in HR, sales enablement, and IT. As we dove into the conversation, Alison shared her journey of building a customer experience organization from the ground up at Portnox, emphasizing the importance of prioritizing customer relationships in a rapidly growing tech environment. Alison recounted her initial days at Portnox, which began as a small startup of about 20 employees. Soon after her arrival, she recognized the pressing need for deeper insights into customer accounts and interactions as the company scaled. Her prior experience as a fundraiser and in HR equipped her with a holistic approach to understanding customer psychology and needs. Through meticulous customer journey mapping, she established strategies that centred on enhancing the overall experience, detailing how each stage of customer interaction contributes to long-term loyalty and satisfaction. We delved into the often transactional mindset prevalent in many organizations, particularly those that prioritize immediate revenue over long-term relationships. Alison argued firmly for a shift towards valuing customer experiences, stating that a lack of focus on building connections could lead to lost opportunities, even for small clients who may evolve into significant partners over time. Her philosophy is clear: if companies establish authentic human connections with their customers, they stand to gain far more than transactional profits. Throughout our discussion, we touched on the high-stakes nature of cybersecurity and how this uniquely shapes customer experience. Alison highlighted the critical importance of maintaining accessibility and support for clients, given the potential risks associated with cybersecurity breaches. She emphasized that customers need confidence in their service providers and need to establish trust through transparent communication, even when addressing negative scenarios. As our conversation progressed, we explored the role of customer experience in product development and overall business strategy. Alison passionately conveyed that understanding customer feedback not only helps retain clients but also informs the direction of product innovation. This perspective has led her team to integrate CX insights into their roadmap, aligning organizational goals with customer expectations. Towards the latter part of the episode, we took a thought-provoking turn into the realm of artificial intelligence in customer experience. Alison expressed cautious optimism about AI's potential but was wary of its increasing deployment without a foundational human element. She underscored the value of genuine interactions and deep understanding through personal connections — a sentiment she has repeatedly validated through firsthand experiences with Portnox customers. In closing, Alison shared her belief that creating exceptional customer experiences is not the sole responsibility of one department but rather a collective effort throughout the entire organization. By fostering a culture that prioritizes customer care and connection, even the smallest companies can achieve remarkable growth. Overall, this episode offered valuable insights into the evolving landscape of customer experience within the cybersecurity industry, highlighting strategies that can lead to sustained success.   Alison's Contact Information: Website: https://www.portnox.com LinkedIn: @alison-dixon-msod   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!

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Mark Shaw is the Founder of SHAW THING CX. With a career that began in hospitality and transitioned into leadership roles at theme parks across the UK and Australia, Mark brings a uniquely people-focused approach to business transformation. He served as CEO of Adventure World in Perth, where he led a dramatic turnaround in guest satisfaction and profitability. SHAW THING CX helps organizations improve guest experiences through a people-first framework that's grounded in operational excellence. In this interview, Mark talks about CX vs. customer service, the ACE framework, and how recognition isn't rocket science. CX vs. Customer Service “Customer service is a subset of customer experience. But customer experience is everything from landscaping to signage to lighting to air conditioning, air quality—even marketing efforts.” Mark explains that many organizations mistakenly treat customer service and customer experience as interchangeable terms. While customer service involves direct interactions between staff and guests, CX encompasses every element of the brand—from the first marketing impression to the cleanliness of the restrooms. He emphasizes that customer experience is about the emotional outcome: how a guest feels throughout their entire journey. Mark also cites data showing that guests value their interactions with staff as much as—if not more than—the physical product itself. This reinforces the importance of prioritizing operational consistency and human connection over just flashy attractions or expensive infrastructure. The ACE Framework “ACE is Amplified Customer Experiences. It's a seven-pillar model built on the service-profit chain, and it starts with leadership.” After leading a remarkable transformation at Adventure World, Mark created the ACE framework to codify what worked. The framework includes seven pillars: leadership, recruitment, onboarding, training, recognition, guest-centricity, and tools. He emphasizes that the first five pillars are entirely about the employee experience, reinforcing the idea that great guest experiences come from engaged, well-prepared teams. ACE also includes 60 building blocks that organizations can assess to identify gaps and areas for improvement. Mark shares that the framework has helped not only theme parks but also organizations across industries, from hospitality to IT. The universal thread? Businesses that rely on human interaction must focus on team empowerment to succeed. Recognition Isn't Rocket Science “Recognition makes you feel great, and it reinforces the behavior. It's not rocket science.” Mark makes a clear distinction between reward and recognition. He explains that while bonuses and monetary rewards have a short-lived impact, genuine recognition creates a lasting emotional response and reinforces desired behaviors. At Adventure World, he implemented a high-frequency recognition program—including employee and department of the week/month awards, a public “wall of fame,” and spontaneous “busted” cards for team members who went above and beyond. Recognition was frequent, specific, and public. Mark also encouraged leaders to plan for recognition, suggesting something as simple as a weekly calendar reminder. His message is clear: consistent and meaningful recognition fuels employee morale, team culture, and ultimately, the guest experience. To connect with Mark, you can find him on LinkedIn or email him at shawthingcx@outlook.com. For more information, visit www.shawthingcx.com.au.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

What's on your mind? Let CX Passport know...How do you build customer experience around support… not in spite of it?In this *Greatest Hits* episode of CX Passport, Sarah Hatter shares insights from over a decade of championing support as a strategic pillar of CX. As the founder of ElevateCX and someone who's worked across SaaS and startup landscapes, Sarah brings a grounded, honest take on what actually works when supporting customers.Originally released as Episode 173, this conversation stood out for its real-world perspective, practical advice, and Sarah's clear voice for treating support teams like the heart of the business.CHAPTERS  00:00  Asking permission in support conversations  02:30  Support as a CX foundation  05:10  Why fast responses aren't always better  08:45  The “escalation mindset” trap  12:20  Training great support teams  15:40  Mental health in support roles  18:05  What leaders miss about burnout  20:15  Why support should be a strategic asset  22:45  First Class Lounge  26:20  How ElevateCX was bornEpisode resources:  Connect with Sarah Hatter on LinkedIn: https://www.linkedin.com/in/sarahhatter  Learn more about ElevateCX: https://www.elevatecx.coIf you like CX Passport, I have 2 quick requests:✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup  ✅ Bring

Welcome to a new episode of the EUVC podcast, where Andreas Munk Holm and Jeppe Høier explore the cutting edge of European venture capital. Today's guest is Nacho Tovar, who is the Group Innovation Director at IAG. IAG—the airline group behind British Airways, Iberia, and Vueling.Together, they unpack how one of the world's most complex legacy industries is retooling itself through deep tech, startup collaboration, and CVC-backed transformation—from synthetic fuels to quantum AI.This is the CVC playbook for aviation, straight from the cockpit.

This week's podcast is about search-focused vs. interaction / engagement focused ecommerce. And a lot about Pinduoduo.You can listen to this podcast here, which has the slides and graphics mentioned. Also available at iTunes and Google Podcasts.Here is the link to the TechMoat Consulting.Here is the link to our Tech Tours.Interaction / engagement-focused product has three dimensions:Recommendations. This is passive consumption, not active searching. So that means machine learning-powered newsfeeds. Basically, just like TikTok and Instagram.Entertainment. That means features, games, and videos.Community. This is about tapping into group behavior. You want active communication and sharing between users. And on social networks. You also want livestreaming with friends. And, if possible, you want group buying.I think there are two archetypes for interaction-focused ecommerce.Type 1: Newsfeed based. That's TikTok. That's the sushi train restaurants. This is TikTok Shop is a good example of this. With lots of little purchases. Mostly based on whose videos you like to watch and what surprises show up in your feed.Type 2: Carnival based. That's early PDD. It's lots of games. Which is very different than TikTok Shop.Alibaba has three interesting use cases for ecommerce.The Power of Livestreaming in EcommerceImage-Based Search Changes the Way We Find ProductsConversational SearchPhoto by Hugh Han on Unsplash——--I am a consultant and keynote speaker on how to accelerate growth with improving customer experiences (CX) and digital moats.I am a partner at TechMoat Consulting, a consulting firm specialized in how to increase growth with improved customer experiences (CX), personalization and other types of customer value. Get in touch here.I am also author of the Moats and Marathons book series, a framework for building and measuring competitive advantages in digital businesses.This content (articles, podcasts, website info) is not investment, legal or tax advice. The information and opinions from me and any guests may be incorrect. The numbers and information may be wrong. The views expressed may no longer be relevant or accurate. This is not investment advice. Investing is risky. Do your own research.Support the show

Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliver value across all touchpoints. He also stresses the need for cross-functional collaboration and leadership that models CX priorities. When hiring, Melia looks for individuals who demonstrate storytelling ability, problem-solving, and ownership—key traits for driving cultural transformation. His approach reinforces the idea that sustainable CX excellence requires intentional system design, emotionally intelligent talent, and unified leadership around customer-centric goals. About Greg Melia At the helm of CXPA, my focus revolves around championing the global customer experience profession through strategic communications and community building, honed over five transformative years in leadership. Our organization thrives on CX certification, publications, and community that empower customer experience professionals to excel. Resources Customer Experience Professional Association: https://www.cxpa.org/home https://www.cxpa.org/home Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

Agility requires that brands have a fundamental understanding of why they're doing things, and what customer expectations are, rather than chasing trends and implementing the latest tech. Without this, customer satisfaction will continue to slide, and brands won't be any closer to knowing what to do to solve for that. I am here in Edinburgh with my guest today, who has worked with some of the world's largest brands, written several books, and hosts a great podcast of his own. To talk about a few things today, I'd like to welcome Adrian Swinscoe, Host of the Punk CX Podcast. About Adrian Swinscoe Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 25 years now. His clients have included brands such as Adobe, Apple, Cancer Research UK, Costa Coffee, the UKGov's Crown Commercial Service, ING, Intercontinental Hotel Group, KFC, KPMG, ING, Kramp, Lloyds, Harper Collins, Médecins Sans Frontières, Megger, Microsoft, Nespresso, NowTV, Olympus, Pearson,Philips, Sky, Talk Talk, and Zoom as well as numerous tech vendors and many smaller and medium-sized businesses.Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience. He published a best-selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson), published a genre-busting book: Punk CX in 2019and published an exciting follow-up: Punk XL at the end of 2021. Adrian Swinscoe on LinkedIn: https://www.linkedin.com/in/adrianswinscoe/ Resources Punk CX Podcast: https://www.adrianswinscoe.com/ https://www.adrianswinscoe.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 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