Podcasts about CX

Download our “Tell a Better Story, Win Better Clients” E-book at https://working-towards.com/Bill Price is one of the most influential minds in customer experience — and he joined us to break down how AI is transforming CX, why 88 percent of customers never complain, and how companies can finally eliminate friction at scale.Bill was Amazon's first Global VP of Customer Service, where he helped build the customer-centric philosophy that powered Amazon's explosive early growth. Today he runs Driva Solutions and is the Founder & CEO of Intendra AI, a CX analytics platform that identifies intents, reduces operational drag, and uncovers the “silent sufferers” who quietly churn without ever contacting support.In this conversation, Bill shares insights on:• The real story of Amazon's early customer-centric culture• Why “the best service is no service”• How large language models are rewriting the rules of customer service• The 88 percent of customers who never complain — and how to find them• Why first-contact resolution is now misleading• How companies across hospitality, banking, ecommerce, and B2B services can proactively fix hidden friction• What Intendra AI is building today and where CX is going nextBill is also the author of four must-read books on CX:• The Best Service Is No Service• Your Customer Rules!• The Frictionless Organization• Zero Complaints⸻Guest LinksIntendra AIhttps://www.intendra.ai/Driva Solutionshttps://drivasolutions.com/Bill Price on LinkedInhttps://www.linkedin.com/in/bill-price-drivasolutions/Bill's Bookshttps://www.amazon.com/stores/author/B001JSHFSM/allbooks?ingress=0&visitId=a36f7561-fb02-460d-a0ea-ad2cd221d6a4&ccs_id=98438664-2c15-4575-8e8d-dfaa695e3bbd

Today's episode of the Punk CX podcast features a discussion I recently had with Ray Gerber and Mark Smith, Co-Founders of the Institute for Journey Management (I4JM). We talk about customer journeys, where most people go wrong with them, some examples of customer journeys done right, where AI fits into all of this, the backstory to the Institute for Journey Management, the problem they are trying to solve, and their plans for the coming year. Disclosure: I've known Mark and Ray for sometime now and have a huge amount of respect for what they have achieved in the past and what they are aiming to do with the I4JM. As they were setting up the I4JM, they invited me to become a Founding Member. I accepted. This interview follows on from my recent interview – CX is reaching a tipping point – Interview with Jonathan Rosenberg of Five9 – and is number 563 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Coupang is finally profitable. China's KKR Group is redefining offline lifestyle retail. APAC's consumer landscape is shifting fast.In this Five Things Friday — APAC Edition, Ryf Quail and Low Ngai Yuen unpack:• Coupang's record revenue and margin transformation• Logistics innovations powering same-day delivery• How Rocket WOW locks in customer loyalty• China's KKR Group and its explosive offline store growth• The rise of Gen Z lifestyle mega-brands• What global retailers must understand about Asia's momentumA essential briefing for leaders in retail, eCommerce, CX, marketplaces, supply chain, and omnichannel strategy.

Pesquisas de gestão de pessoas (Great People & GPTW) mostram que empresas ainda têm dificuldade com múltiplas gerações (especialmente Geração Z), o que impacta diretamente no atendimento e CX. Como as empresas devem administrar esse desafio em 2026?O Prof Dr Fernando Coelho, Diretor Executivo do Instituto Experiência do Cliente e autor de diversos livros sobre experiência do cliente, entre eles gestão de vendas e experiência do cliente, fala mais sobre neste episódio. Dá o play e confere! Leve a Palestras Gestão de Vendas e Experiência do Cliente, do Professor Fernando Coelho, para sua empesa:https://www.institutoexperienciadocliente.com/Livro Gestão de Vendas e Experiência do Cliente:https://www.amazon.com.br/Gest%C3%A3o-vendas-experi%C3%AAncia-cliente-Encante-ebook/dp/B0FJYF325Z Siga o Professor Fernando Coelho, no Linkedin: https://www.linkedin.com/in/fernando-coelho-experi%C3%AAncia-do-cliente-%F0%9F%8F%B3%EF%B8%8F%E2%80%8D%F0%9F%8C%88%F0%9F%92%9B-bab71425/

Vuestros deseos son órdenes! Os contamos cómo está siendo el entrenamiento de Iván para el CX de Boiro. Será capaz de ganar a Miramontes? [11' 15''] Copa de España de CX: Tras el ciclocross de Alcobendas os contamos como se quedan las clasificaciones a medida que se acercan las últimas pruebas. [17' 01''] Copa de Galicia de CX: Os hacemos una previa de las siguientes carreras! Jose Vila, presidente del C.C. Coruxo nos habla del CX de Nigrán y José Ramón Pintos, secretario y monitor del C.C. Lynalfa Ponteareas os cuenta con detalle como será el circuíto que toma protagonismo el día 30. [32' 16''] Competición internacional: Superprestigio, X2O, y la Copa del Mundo que está a la vuelta de la esquina! También repasamos la Transvulcania que se celebraba en La Palma y en la que Pablo Rodríguez conseguía una gran 3tercera posición en la general. [43'28''] Más noticias: Campeonato del Mundo de e-cycling MyWhoosh (saunas incluídas), Avançini y Caloy se separan... [56'17''] Calendario: Las fechas definitivas de las Transgalaicas, lo que queda de CX, la resistencia, las últimas marchas BTT del año...

This week's podcast is about my trip to Xiaomi, Unitree and iQIYI.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.---------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

WOW! It was so nice to meet the man himself and even interview him on The Ravit Show at Possible 2025, Steve McMillan, President and CEO of Teradata. Getting this time on camera felt special.We kept it human and future focused:- His favorite Possible moment and what it revealed about the crowd- The one belief he hopes people take home and act on- When ideas strike for him, morning or night- The place he goes to dream bigger- What is still on his “possible” bucket listBetween the lines, you will hear the direction Teradata is setting:-- Moving from snapshots to signals so decisions fire in real time-- A cleaner path from data products to activation across the stack-- Agents that don't just chat but lift outcomes like CLV-- Guardrails and services that help teams run this at scale-- A builder mindset with new tools on the waIf you care about where enterprise CX is heading, you will want to hear this one. I have also shared the link to all announcements from Possible 2025!!!!#data #ai #possible2025 #teradata #theravitshow

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

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

AI is reshaping how companies build and scale customer relationships. In this episode of The Modern Customer podcast, learn how to use AI to strengthen customer trust, speed up execution, and prepare for voice-driven and multimodal CX. Nicholas Thorne, co-author of Me, My Customer, and AI, breaks down practical strategies for modern leaders. Nicholas is also the co-founder of Audos, and a partner at prehype, known for helping entrepreneurs build and scale new ventures. What you'll learn: • How to prioritize the customer segment that drives your next stage of growth • How AI can safeguard executive focus and free you to engage directly with customers • How to turn trust and responsiveness into long-term strategic advantage • Why voice and multimodal CX are accelerating faster than expected — and how to prepare Tune in to explore how AI can accelerate growth while deepening customer trust. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

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

What's on your mind? Let CX Passport know...Curiosity from the lab. Creativity from marketing. Transformation across a global pharma giant. Trina Di Giusto brings a scientist's discipline and a storyteller's instinct to CX. She explains how decentralized teams can still create harmony, why AI is tempting but rarely the fix, and what it takes for change to stick in a complex organization.5 Insights From This Episode • Scientific thinking becomes a CX advantage… methodical meets imaginative • Pharma customers span patients, providers, payers, and regulators • Delegation without orchestration leads to fragmentation • AI only works when the underlying process is healthy • Real change lasts when vision, skills, incentives, resources, and action alignCHAPTERS 00:00 Meet Trina from Basel 01:27 When science meets storytelling 03:47 Logic in a creative world 05:50 Blurring science and marketing 08:29 Defining CX in pharma 11:18 Delegation versus orchestration 13:57 First Class Lounge 18:01 Why tech is not the fix 22:51 What change management really requires 25:56 Lessons across six transformation cycles 28:06 Final takeaways and how to reach TrinaGuest Links LinkedIn: https://www.linkedin.com/in/trinadigiusto/Listen, Watch, Newsletter Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signupI'm Rick Denton and I believe the best meals are served outside and require a passport.Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

In this episode of Technology Reseller News, Publisher Doug Green speaks with Rob Bye, President & Founder of Zenture Partners, about why the traditional telecom procurement and management model is breaking down—and how AI-driven lifecycle management can restore clarity and control for large enterprises. Zenture Partners is a strategic consultancy and AI-powered lifecycle management provider focused on giving enterprises full visibility into, and control over, their global telecom ecosystem, from contracts and circuits to invoices and risk. Bye explains that most large enterprises now live in a state of telecom chaos: hundreds of vendors, hundreds of invoices, and little understanding of contract terms, renewal dates, dependencies, or actual business impact. The old world of a single global MPLS provider has given way to an “internet everywhere” model, with 16,000+ ISPs worldwide, SD-WAN, and cloud-first architectures. At the same time, IT priorities have shifted—cloud infrastructure, security, AI-infused SaaS and CX platforms now consume leadership attention and budget, while telecom is largely ignored “as long as nothing is on fire.” When things break, teams react, extinguish the fire, and then move straight back to higher-visibility projects. Traditional telecom brokers and “no value” agents, Bye argues, have often added complexity rather than removed it. Unlike familiar IT resellers and VARs, telecom agents rarely bring a unified, data-driven platform to the enterprise. Zenture's model is different: it acts as an extension of both IT sourcing and network teams, combining consulting plus a global AI-enabled platform. Enterprises still contract directly with service providers, while the carriers fund Zenture through residual commissions. For customers, the Zenture platform is delivered at no cost, with no contract, ingesting data from TEM systems, carrier portals, invoices, and spreadsheets into a single pane of glass and highlighting where attention is truly needed. AI is at the center of this transformation. Zenture uses AI to continuously evaluate inventory, identify high-risk sites (such as shared last-mile paths or POP exposure), benchmark pricing, and generate recommendations on whether to renew, replace, or upgrade services as contracts approach term. Agentic AI is also used to integrate with carrier marketplaces and portals, automating quoting, ordering, status checks, inventory updates, and billing validation across hundreds of providers. Instead of humans manually combing through dense, ever-changing telecom invoices, AI flags changes, ties new charges to past orders, and confirms that disconnects and adds have been billed correctly, allowing IT and sourcing teams to focus on decisions, not data entry. Looking ahead, Bye sees AI-driven procurement reshaping RFIs, RFPs, benchmarking, and contract review. Enterprise “house” agents will query external platforms like Zenture's marketplace, shrink long vendor lists to a short set of best fits, and then assist stakeholders with risk analysis and legal review. But this doesn't eliminate the human partner; it elevates them. As Bye puts it, “AI isn't going to replace anyone—it's like the moving walkway at an airport. It just helps you get where you're going faster.” Zenture's client success managers increasingly act as digital workforce managers, overseeing and training AI agents while still providing strategic guidance on vendor consolidation and cost optimization. Ultimately, Zenture Partners aims to help enterprises move from a reactive, invoice-driven view of telecom to a strategic, outcome-focused model—consolidating vendors, simplifying billing, optimizing costs, and freeing IT teams to concentrate on cloud, security, and customer-facing innovation. To learn more about Zenture Partners and its AI-powered lifecycle management platform, listeners are invited to visit https://www.zenturepartners.com/. Software Mind Telco Days 2025: On-demand online conference Engaging Customers, Harnessing Data

Low-Cost, High-Impact CX Improvements The Power of Language: Transform "I can't" into "How can we" Shift from "I have to" to "We get to" Being "impeccable with your word" (inspired by The Four Agreements) Words trigger emotional responses that shape customer perception Getting CX Buy-In Across Organizations The Alignment Problem: CX initiatives fail when metrics aren't shared across departments Success came when executives adopted the same CX metrics as the CX team Without shared goals, customer insights get shelved with "we'll get to it later" The Pilot Program Strategy: Start small before asking for big budgets Show proof of concept with intentional, measurable pilots Use success to rally and align different areas of the company Real Example - CX Day Success: Introduced first-ever CX Day celebration at 145-year-old engineering company Started small despite skepticism Now an annual tradition that continues after her departure Rethinking CX Metrics Beyond Traditional Measurements: NPS and effort scores are starting points, not endpoints "Satisfaction" is no longer good enough (it's the equivalent of "fine") New focus: Emotional altitude across every touchpoint The Emotional Impact: Brains constantly cycle between thinking and feeling Emotions create lasting imprints that shape brand perception Research shows: 12 positive experiences needed to overcome 1 negative Measure emotional highs to identify gaps and successes The Four Rs of CX Impact: Revenue Retention Reputation Referrals The Future of Contact Centers Human + AI Integration: Smart companies intentionally map where humans add value vs. where AI should handle interactions The answer is "both/and" not "either/or" Critical: Validate designs with real customers, not just internal teams The Contact Center Superpower: Contact center teams speak to more customers in a week than other departments do in a year This proximity to customers gives agents unique power to be organizational change agents Voice of customer insights should inform product development, marketing messaging, and more Words Matter in the AI Era: Example: Website offering "24/7 support, our guides are happy to help you" "Guides" for both humans and AI feels impersonal Naming and framing still matters The Power of Customer Voice The 10-Minute Video Story: A contact center leader captured customer feedback about a failed new product. At an executive meeting, he played a 10-minute compilation of customer complaints. The CEO's initial advisor said it was a career-ending mistake The CEO walked out during the video Result: CEO returned and said it was "the best 10 minutes anybody's ever played" and named him employee #1 Customer voice changed the company's trajectory The Validation Imperative: Internal perspective isn't enough Customer validation must be iterative, not one-time Can't use internal team as proxy for outside voice Both internal knowledge AND customer validation matter The Fundamental C-Suite Challenge When C-suite leaders aren't aligned in their meetings, misalignment trickles down through the entire organization. This is the root problem preventing effective CX implementation. Notable Stories The Morgan & Morgan Tattoo Story: Leadership promised to get company logo tattoos if the team hit an unprecedented conversion rate goal. When they achieved it, 40 leaders got matching tattoos - four tattoo artists came in for the day. The question became: "Is your brand tattoo-worthy?" Stacey's Podcast Origin: Bought her first microphone for under $50, then waited six months before taking it out of the box due to fear. That mic ignited her journey to intentionally sharing her voice through podcasting. Living Podcasting: At the conference, Stacey pulled out her mic to record a 10-minute session where Amas (who has Parkinson's) gave direct advice to her relative with a similar condition - creating immediate, personal value rather than secondhand communication. Takeaways for Contact Center Leaders Language shapes reality - Small word changes create emotional shifts in customer experience Demand metric alignment - CX can't succeed unless executives share the same measurements Start with pilots - Prove value small-scale before requesting major investment Leverage your proximity to customers - Use it to become the organizational glue and change agent Validate everything with real customers - Internal assumptions aren't enough Map the human-AI journey intentionally - Design where each adds value, then test with customers Bring customer voice to leadership - Sometimes the most powerful thing is making them listen directly Average isn't acceptable - Move beyond satisfaction to creating emotional highs

What if the next 90–180 days could lock in measurable customer loyalty? In this episode, we break down a practical, no-fluff playbook for building a retention strategy that customers actually value—whether you're serving consumers or complex B2B accounts.We focus on intentional success and segmentation, identifying high-value customers and the signals that predict renewal, frequency, and advocacy. Then we narrow in on the KPIs that matter most and design loyalty mechanics that make sense: points, tiers, access, bonuses, and earned surprise moments. You'll learn why swag rarely drives loyalty, how to reduce early friction with smart onboarding, and where re-engagement triggers fit when momentum slows.We compare B2C and B2B loyalty without clichés. For B2C, convenience, delight, and timely nudges win. For B2B, loyalty must support the whole account through shared benefits like premium support, admin training, success reviews, and milestone-based usage credits. Throughout, we lean on behavioral analytics, automation that enhances relevance, and a communication cadence that drives action without fatigue.To keep programs fresh, we champion co-creation and experiential innovation—inviting customers into pilots, iterating on perks, and retiring low-impact rewards fast. Ask the Disruption Day question: what will customers need tomorrow, and how can you start building it today? This mindset turns loyalty from a cost center into a growth engine. If this resonates, subscribe, share with a teammate, and leave a quick review.Resources Mentioned:Learn more about CXI Membership™ and apply -- http://CXIMembership.comOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Today on the Scoop the team from Tapod brings you all of the weekly TA & Recruitment News. We cover all sorts of headlines, including… Lloyds uses banking data in pay negotiations,  Pakistani newspaper has an AI whoopsie - so does Deloitte, whilst KPMG in the UK cuts overtime for juniors, the French cry ‘Sacre Bleu!' against Meta, Zoom acquires Brighthire, WFH test case in Victoria, the latest workplace sex trend for Gen Z, massive pay gap for people living with a disability in the UK; and much more. And don't forget to listen to the upcoming events!Thanks to Indeed for partnering with us on The Scoop. 

Diese Episode knüpft ein Stück weit an die letzte Episode an. Quo vadis Logistikjobs ist die Frage, die mich in den letzten Wochen fast täglich bewegt. Ich habe dazu selbst Vorträge gehalten.Bei der CX in Berlin war das Thema leider nur eine Randerscheinung. Was mich aber auch bewegt, ist der langfristige Einfluss von KI auf die Logistik, auf die sich verändernden Anforderungen an Führungskräfte und Mitarbeiter. Ich habe das Gefühl, die bevorstehenden Möglichkeiten mit KI, sind bei vielen noch gar nicht richtig angekommen. Was bedeutet dies für die bisherigen klassischen Karrierewege? Ich denke wir wären gut beraten, wenn wir uns darauf vorbereiten Karriere neu zu denken. In diesem Zusammenhang bewegt mich natürlich auch die Frage, welche Auswirkungen die rasanten technologischen Entwicklungen und die steigende Komplexität auf die Thema Zufriedenheit im Job haben wird. Grund genug sich darüber Gedanken zu machen, wie es gelingen kann unsere Zufriedenheit in dem, was wir beruflich tun, mit dem was wir aktuell als Karriere verstehen auf den Prüfstand zu stellen. Eine Menge Fragen zu nicht immer einfachen Themen. Ich möchte dir mit dieser kurzen Episode einen Impuls geben. Ein Impuls, der dir Mut machen soll, den zukünftigen Karriereweg neu zu beleuchten.

Send us a textLinking the Travel Industry is a business travel podcast where we review the top travel industry stories that are posted on LinkedIn by LinkedIn members.  We curate the top posts and discuss with them with travel industry veterans in a live session with audience members.  You can join the live recording session by visiting BusinessTravel360.comYour Hosts are Riaan van Schoor, Ann Cederhall and Aash ShravahStories covered on this podcast episode include:The popular airline seat map provider Seatguru shuts down.AirAsia might make Bahrain their Middle East hub.Travelperk becomes Perk.Ryanair has increased its profits by 42% to $2.92 billion in the first half of its financial year 2026 and grew their 12-month passenger traffic to 204.8 million, a new record.Not to be outdone, Emirates reported a profit before tax of US$ 3.1 billion and revenue of US$ 17.9 billion for the first six months of this year.Qatar Airways steps away from their investment with Cathay Pacific, with the announcement that CX will buy back QR's 9.6% shareholding for around US$897m.40 major US airports are to have their flight capacity reduced by 10% under instructions from the FAA, as a result of the ongoing government shutdown. There are also reports surfacing of major delays at security lines of many airports in the US.International Airlines Group (IAG) signs a deal with Starlink to provide high-speed internet access across British Airways, Iberia, Vueling Airlines and LEVEL Airlines.The most engaged post of the week belongs to Jake Zelman, where he talks about the heartbreaking message from the Honolulu ATC tower to another UPS flight.Extra StoriesYou can subscribe to this podcast by searching 'BusinessTravel360' on your favorite podcast player or visiting BusinessTravel360.comThis podcast was created, edited and distributed by BusinessTravel360.  Be sure to sign up for regular updates at BusinessTravel360.com - Enjoy!Support the show

En este podcast te contamos más cosas sobre el nuevo servicio que hemos montado para todos los seguidores de Garaje Hermético. Ahora tienes en nuestra/vuestra página web “Garajehermetico.com” una selección de coches de ocasión a buen precio y con pocos kilómetros que te ofrecemos en colaboración con Ruteo. La primera selección que te ofrecemos son coches para viajar, de bajo consumo y con el máximo confort Si es lo que estás buscando, echa un vistazo a esos coches en el siguiente enlace: https://www.garajehermetico.com/ruteo/ ¿Alguna vez has tenido la sensación de estar viviendo una invasión de clones? Aparcas tu SUV compacto en el centro comercial y, al volver, te cuesta distinguirlo de los otros cinco que han aparcado a su lado. ¿Es una crisis de ideas global? ¿Se han quedado los diseñadores sin imaginación? La realidad es más compleja. No es falta de creatividad, es un exceso de restricciones. Los diseñadores tienen hoy menos libertad que nunca, y su trabajo está encorsetado por cinco "tiranos" que dictan la forma de un coche antes de que el lápiz toque el papel. Las 5 Razones de la Uniformidad: 1. La Tiranía de la Aerodinámica El enemigo número uno de un coche moderno, y especialmente de un SUV (que es alto y chato por definición), es el viento. En un coche eléctrico, un mal coeficiente aerodinámico (Cx) puede costar decenas de kilómetros de autonomía. En uno de combustión, cada gramo de CO2 es vital para evitar las multas multimillonarias de la Unión Europea. La forma más barata y eficaz de bajar el consumo es mejorar el Cx. 2. La Jaula de Oro de la Seguridad y las Regulaciones El coche deportivo de tus sueños, bajo, afilado y con morro en cuña, sería hoy prácticamente ilegal. Las normativas de seguridad, especialmente las de Euro NCAP, lo han cambiado todo. Para proteger a los peatones en caso de atropello, el capó debe ser alto y relativamente "blando", dejando un espacio de deformación vital entre la chapa y las partes duras del motor. Adiós a los morros bajos. 3. El "Efecto IKEA" de las Plataformas Modulares Las plataformas modulares (como la MQB de Volkswagen, la EMP2 de Stellantis o la TNGA de Toyota) son un milagro de la ingeniería de costes, pero un lastre para la diferenciación. El ahorro ya no solo está en compartir motores o suspensiones, sino en los "Hard Points" o puntos fijos del diseño. 4. El Miedo a ser Diferente: Marketing y "Design Clinics" Antaño, un diseñador jefe tenía poder para arriesgar y escandalizar al mundo, creando coches que hoy se consideran obras de arte. Hoy, eso es imposible por culpa de los "focus group" o "clínicas de diseño". Antes de aprobar un coche, las marcas meten los prototipos en una sala y preguntan a clientes potenciales qué opinan. 5. El Diseño por Ordenador (CAD) Irónicamente, la herramienta que debería dar libertad infinita, el Diseño Asistido por Ordenador, es el último clavo en el ataúd de la originalidad. Hoy se usa el "diseño generativo". Los ingenieros introducen en el software todos los parámetros y restricciones (Regla 1: Plataforma MQB. Regla 2: Seguridad peatones. Regla 3: Cx de 0.28. Regla 4: Espacio para 5) y el programa "sugiere" las formas óptimas. Si los ingenieros de Ford, Renault y Volkswagen usan los mismos programas y las mismas reglas físicas, ¿sorprende que el resultado final sea casi el mismo? La Prueba: La Invasión de los Clones Esta uniformidad forzada se ve en todos los segmentos: -La Plaga del "SUV Coupé": Lo que empezó como el sacrilegio del BMW X6 ahora es un estándar. Del Audi Q5 Sportback al Renault Arkana, todos copian la misma silueta de techo descendente que mata el espacio trasero y la visibilidad. -El Segmento C: Es el ojo del huracán. Coches como el Qashqai, Tucson, Austral o 3008 compiten por el mismo cliente "para todo". El resultado es un diseño por consenso: cintura alta, frontal chato y los inevitables pasos de rueda de plástico negro. -Los Eléctricos: Aquí la aerodinámica lo es todo. Para maximizar la autonomía, todos acaban siendo un "Optimus Blob": un diseño redondeado, sin aristas, con parrillas tapadas y manillas enrasadas. El Tesla Model Y, el VW ID.4 o el Skoda Enyaq son esclavos del túnel de viento. Conclusión ¿Son todos los SUV iguales? En gran medida, sí, porque no les queda más remedio. Están atrapados en un corsé definido por la Aerodinámica que los redondea, la Seguridad que los hace chatos, la Plataforma Modular que fija sus proporciones y el Marketing que penaliza el riesgo. Los SUV modernos son, quizás, el resultado de la optimización total; el coche perfecto para las hojas de cálculo, pero, a menudo, el más aburrido para el corazón.

This week on Tapod we catch up with ITAs 2025 Corporate Talent Leader of the Year, Kylie Cashion and Corporate Talent Professional of the Year, Sara Kean – both from Tasmania and both working at Tas Networks! In a year where the Apple Isle really announced itself as a Talent Acquisition Industry heavyweight, we explore what it takes to be the ‘best of the best'. From EVP to increased quality of candidates to innovative processes to hiring manager training to DEI programs to Tas Talent Day to early careers and more.If you are looking to develop a leading TA function, Kylie and Sara will give you a tip or two!Thanks to Greenhouse for partnering with us this month. 

The best B2B brands don't just tell a story. They live it across every team, channel, and touchpoint.  But how do you get everyone aligned — from sales to customer success — without the story getting lost in translation (or buried in features)?  That question sits at the center of this conversation, as Drew talks with Marca Armstrong (Sensera Systems) and Caitlin Cassady (Beyond) about how to build a team of company-wide storytellers. From capturing customer language to coaching teams on how to use it, they reveal how to make your story stick—and scale. In this episode:  Marca starts with a simple headline story ("build with confidence") and ensures it shows up consistently in every GTM motion.  Caitlin turns real customer stories into marketing fuel, using a "so what?" filter to connect features to real outcomes.  Together, they treat storytelling as everyone's job, so marketing, sales, and CX all carry the same story.  Plus:  Measuring story-led work vs. feature blasts  Spotting what moves pipeline  Keeping language sharp so customer phrasing shows up in deals  Making storytelling a team sport across the company If you want a story your customers instantly recognize—no matter who they talk to—this episode gives you the moves to make it happen.  For full show notes and transcripts, visit https://renegademarketing.com/podcasts/ To learn more about CMO Huddles, visit https://cmohuddles.com/

Shoot us a Text.Episode #1196: Today we're talking about Mazda finally going all-in on EVs, Impel investing in the next wave of auto-tech innovation, and Chery's viral stair-climb stunt that went downhill…literally.We'll be at Automobility LA at the LA Auto Show next Thursday, November 20 hosting the LA Auto Show Sessions. Thanks to our friends at Cars Commerce and Curbee for making it possible. 25% off registration with code MoreThanCars. https://laautoshow.com/meShow Notes with links:After years of hesitation and a short-lived MX-30, Mazda is officially moving its EV plans forward with its first dedicated electric vehicle now in testing in California. This marks a pivotal shift in strategy as the automaker works to electrify its global lineup.A prototype midsize electric crossover, resembling a smaller CX-90, was recently spotted near Mazda's Irvine R&D center.Built on the new Skyactiv EV Scalable Architecture, it's Mazda's first EV designed specifically for the U.S. market.Production is slated for 2027, with U.S. sales expected in 2028.Mazda is investing nearly $11 billion in electrification, but it has scaled back its EV sales target from 100% to 45%  to 25% by 2030.Impel is putting its money where its vision is by investing in Automotive Ventures' Mobility Fund II, signaling a strong commitment to driving innovation in the auto retail space through early-stage tech.The fund focus areas include AI, robotics, mobility, and industrial tech aimed at transforming how vehicles are sold and serviced.The investment highlights Impel's strategy to back technologies that boost dealership productivity and experience as they Impel bring their AI tools and vast dealership network to support startups within the fund.Impel joins a group of forward-looking investors aiming to accelerate innovation that benefits dealers, OEMs, and consumers alike.Michael Quigley (Impel): “Our investment... reflects our belief that meaningful transformation in automotive retail will be powered by early-stage innovation... We're helping to accelerate progress across the entire industry.”Chinese automaker Chery attempted to recreate Land Rover's legendary 999-step climb at Heaven's Gate—but instead of a viral triumph, the stunt turned into a viral fail that forced a public apology.Heaven's Gate is a famous natural rock arch on Tianmen Mountain in China, reached by a steep staircase with 999 steps and often used in extreme stunts and marketing spectacles.The Fulwin X3L SUV lost power mid-stunt, hit a railing, and rolled back into a fence.A detached safety rope entangled the right wheel, causing the mishap.Chery admitted to poor risk assessments and promised to compensate for damages and repair the area.The X3L boasts a 422 hp range-extended powertrain and is marketed as off-road capable.Join Paul J Daly and Kyle Mountsier every morning for the Automotive State of the Union podcast as they connect the dots across car dealerships, retail trends, emerging tech like AI, and cultural shifts—bringing clarity, speed, and people-first insight to automotive leaders navigating a rapidly changing industry.Get the Daily Push Back email at https://www.asotu.com/ JOIN the conversation on LinkedIn at: https://www.linkedin.com/company/asotu/

ABOUT DINA TOWNSEND Dina's Linkedin Profile: linkedin.com/in/dinatownsendDINA TOWNSEND BIOAs Chief Sales Officer at Mamava, Dina leads the Sales Organization with energy, optimism, and a genuine passion for building connections. She is rooted in the belief that strong business acumen and a meaningful mission can be seamlessly intertwined. After a purpose-driven career pivot from Digital Signage Technology to Mamava, she channels her expertise into propelling sales for this mission-centric company. Beyond her professional endeavors, Dina is a former skydiver, a hobby homesteader, an avid college football fan, and a well-intentioned, albeit average, golfer.email: dinat@mamava.com | 802.347.2111 (o) Website: www.mamava.comSay yes to dignified lactation spaces! Be a hero—here's how you can help. SHOW INTRO:Welcome to Episode 82! of the NXTLVL Experience Design podcast…In every episode we continue to follow our catch phrase of having “Dynamic Dialogues About DATA: Design, Architecture, Technology and the Arts.” And as we continue on this journey there will be thought provoking futurists, AI technology mavens, retailers, international hotel design executives as well as designers and architects of brand experience places.We'll talk with authors and people focused on wellness and sustainable design practices as well as neuroscientists who will continue to help us look at the built environment and the connections between our mind-body and the built world around us.We'll also have guests who are creative marketing masters from international brands and people who have started and grown some of the companies that are striking a new path for us follow.If you like what you hear on the NXTLVL Experience Design show, make sure to subscribe, like, comment and share with colleagues, friends and family.The NXTLVL Experience Design podcast is always grateful for the support of VMSD magazine.VMSD brings us, in the brand experience world, the International Retail Design Conference. I think the IRDC is one of the best retail design conferences that there is bringing together the world of retailers, brands and experience place makers every year for two days of engaging conversations and pushing us to keep on talking about what makes retailing relevant. You will find the archive of the NXTLVL Experience Design podcast on VMSD.com.Thanks also goes to Shop Association the only global retail trade association dedicated to elevating the in-store experience.SHOP Association represents companies and affiliates from 25 countries and brings value to their members through research, networking, education, events and awards. Check then out on SHOPAssociation.org Today, EPISODE 82… I talk with Dina Townsend Chief Sales Officer at Mamava a company whose mission is to create a healthier society through infrastructure and support for breastfeeding. And, along with partners who share in in their purpose of celebrating and supporting breastfeeding, Mamava is moving closer to creating a future where there is a dignified lactation space anywhere a parent may go. We'll get to my discussion with Dina in a minute, first though a few thoughts…*                     *                          *                          *A few episodes back I had Claire Coder founder and CEO if Aunt Flow on the show. That was an interesting conversation since we crossed what I think were a few boundaries (at least for me) and we talked quite candidly about menstruation. Not just about the biology of women's monthly cycle but about the fact that there are many women who have faced the scenario of getting their period unexpectedly and not have pads or tampons to meet them in their moment of need.Enter the company Aunt Flow who provides free feminine hygiene products in public restrooms, schools and other public buildings and to Fortune 500 corporate headquarters - for which tens of thousands of women are eternally grateful.This conversation with Dina Townsend, I guess you could say, falls in the Aunt Flow camp of subjects. Breast feeding moms was not a subject that I had on the list of things to address on the podcast. But here we are nevertheless with a subject that piqued my curiosity because the company Dina works for, Mamava, checks most of the boxes in our Dialogues on DATA: Design, Architecture, Technology and he Arts” catch phrase.First off…I did not know there was something called the “Pump Act”. For the curious out there, a little internet searching comes up with this:“…The PUMP for Nursing Mothers Act, enacted in December 2022, expands workplace protections for nursing employees by requiring employers to provide reasonable break time and a private, non-bathroom space for pumping breast milk for up to one year after a child's birth.This law allows for legal action if employers fail to comply…”Now… Dina will contend that many employers do in fact provide such a space and also that a janitors closet with a folding chair would be in line with the requirements. Sure, a closet meets the description of a ‘private space' but it wholly underserves the needs of a nursing mother in terms of experience.I am aware that there are widely divergent views on the whole subject of breast feeding – we are not going to go there – except that I'll say that I fully line up behind my wife who breastfed our two sons.My discussion with Dina moves from the necessity to provide environments for nursing mothers to breastfeed their infants while in public places to the buying power of mothers who statistics indicate make an enormous amount of the buying decisions in households to how tying Retail Media Networks - RMNs – to Mamava pods serve a triple bottom line serving People, Planet and Profit. It's a way of shifting our thinking about business from “How much money did we make?” to: “Did we make money in a way that benefits society and the environment too?”Nielsen, Boston Consulting Group (BCG) and Harvard Business Review research tells us that Women drive 70–80% of consumer purchasing decisions in the U.S. and that is even for products they don't personally use.  And that their annual global consumer spending, is $20 trillionwhich, by the way, is a number projected to rise to $28 trillion. In many households, women make or heavily influence91% of new home purchases, 92% of vacation decisions, and 80% of healthcare choices says research by the Yankelovich Monitor, Marketing to Women Conference data.And Millennial and Gen Z mothers are even more influential: they control about $1 trillion in direct annual spendingand are primary decision-makers for food, home goods, education, and entertainment – says research by the Pew Research Center.So, women and moms are a force to be reconned with in terms of buying power and why Mamava pods are more than an economic discussion. The behavioral and psychographic aspects of them is important as well.Women increasingly valuebrands that support family life, caregiving, and inclusivity and so features like Mamava pods in retail locations or corporate HQs or parental-leave policies have brand-equity impact.We have known for some time that brands that are considered authentic exhibiting genuine empathic concern for their customer and employeesare major drivers in establishing brand affinity and purchase decisions. The BabyCenter “State of Modern Motherhood” report says that “ 9 in 10 mothers say they are more loyal to brands that “understand the challenges of motherhood.”And then there is mom's digital influence. Pew Internet studies explains that“80% of moms research products online before buying and that 60% follow parenting or lifestyle influencers for purchase guidance.”When you combine these factors with the emergence of Retail Media Networks, RMNs, you have a value add to placing Mamava pods in places that do not actually take up any more space on the sales floors of a store than is already being occupied with stuff that does support the brand experience or selling anything.Use to be that when digital screens came into the retail world, we had kiosks as wayfinding devices. Then a proliferation of screens emerged in the market where walls were more digital wallpaper crowding the environment with content and, in my opinion adding little to experience, arguably creating a shopping experience with more visual distraction and diminishing the overall experience. Painting the environment with the broad-brush stroke of digital media is often ineffective in capturing and retaining attention and doesn't lead to the positive results we think it does.That said, well considered application of digital media like those found on Mamava pods creates an opportunity to provide messaging to customers that could be more like a public service announcement, like ‘get your flu shot here today,' or a focused marketing piece that invites customers to consider a particular product that they may not have thought of prior to arriving at the store.So, you might ask why this matters to retail designWomen and mothers aren't just your average everyday consumers, they're key decision-makers shaping the social expectations of brands and spaces. Retailers, airports, and workplaces that provide amenities like Mamava pods, family restrooms, or flexible shopping experiences are responding directly to data-driven insights like:Increased dwell time and spending when caregivers feel accommodated.Higher brand loyalty and word-of-mouth among mothers.Positive CSR – Corporate Social Responsibility - and inclusivity signaling which is important for both consumer and employee attraction.If you have recently traveled through an airport, you may have already come upon a Mamava pod or maybe you have seen their “bench” version in a retail store. Fed up with pumping in bathrooms and borrowed spaces—Mamava's co-founders, Sascha Mayer and Christine Dodson, applied their decades of expertise in design and brand strategy to solve a problem that was largely invisible: the lack of lactation spaces in workplaces and public spaces and as a result, the Mamava pod was born.Tying together the Mamava pod, and its various incarnations, and retail media needed some savvy about how to create an effective in-store media application that wouldn't end up as just another screen in an already overwhelming environment.Enter Dina Townsend.As Chief Sales Officer at Mamava, Dina leads the Sales Organization with energy, optimism, and a genuine passion for building connections. She is rooted in the belief that strong business acumen and a meaningful mission like the Mamava brand platform can be seamlessly intertwined. After a purpose-driven career pivot from the world of Digital Signage Technology to Mamava, Dina channels her expertise into propelling sales for this mission-centric company. ABOUT DAVID KEPRON:LinkedIn Profile: linkedin.com/in/david-kepron-9a1582bWebsites: https://www.davidkepron.com    (personal website)vmsd.com/taxonomy/term/8645  (Blog)Email: david.kepron@NXTLVLexperiencedesign.comTwitter: DavidKepronPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University.He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon.  The NXTLVL Experience Design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production is by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

Det är lätt att prata om kunderna som det viktigaste i världen. Men det är en annan sak att faktiskt skapa genuin kundcentrering i kärnan av affären, särskilt om organisationen vuxit till tusentals medarbetare. Lina Öhling driver House of CX och Jens Wedin driver Studio Manfred. Tillsammans har de under flera år utbildat studenter inom CX Management på bland annat IHM Business School, men de upplevde att det saknades ett gediget ramverk i den svenska litteraturen.Nu har de äntligen skrivit en bok om kundcentrering tillsammans: Bara gjört - 9 förmågor för att odla kundcentrering i samarbete med BYWRTRS och Heja Framtiden Förlag. I boken lanserar de sitt ramverk Upplevelseblomman, som inkluderar alla aspekter av kundupplevelsen som en ledningsgrupp kan behöva. Programledare: Christian von Essen // Läs mer på hejaframtiden.se och prenumerera på nyhetsbrevet. Du kan beställa boken direkt från Heja Framtiden eller klicka hem den på Adlibris och Bokus.

Today's episode of the Punk CX podcast features a discussion I recently had with Jonathan Rosenberg, who is the Chief Technology Officer and head of AI at Five9. Jonathan and I talk about why he believes CX is reaching a tipping point and what's driving that, how things are likely to change for customers, agents, and businesses, what he's seeing companies do well/right, as well as what to avoid in order to better harness the obvious potential of AI. This interview follows on from my recent interview – How Vodafone, Rabobank and others are driving meaningful results with AI – Interview with Matt Healy of Pega – and is number 562 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Gerry Brown is known as the customer lifeguard. His ambition is to save the world from poor customer service. Gerry is Canadian and based in the south of the UK. Gerry has written a book titled 'When a customer wins, nobody loses.' He has a podcast and he is a regular speaker and adviser, regularly hosting CX workshops. Mark called Gerry to ask about his book and the post-pandemic CX environment. In particular how can BPOs get more closely aligned with the needs of customers when AI is changing the entire industry?   https://www.linkedin.com/in/gerryhbrown/ https://thecustomerlifeguard.co.uk/ https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses-ebook/dp/B07BFC83MZ/   Summary : Mark Hillary and Peter Ryan discuss the evolving landscape of customer experience (CX) with guest Gerry Brown, an independent consultant and author of "When a Customer Wins, Nobody Loses." They explore the shift from traditional customer service to more complex, multi-channel environments, including the rise of AI and automation. Brown highlights the importance of aligning customer needs with BPO services, noting that many organizations still handle customer service in-house. He emphasizes the need for BPOs to offer comprehensive solutions and the growing use of AI for efficiency and cost savings. The conversation also touches on the impact of the pandemic on remote work and the ongoing challenge of integrating legacy systems.

Hey CX Nation,In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on.Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026.We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create some of the best customer focused business leader content, including short episodes like these CXWeekly updates that are digestible, actionable & most importantly entertaining for all of you.Huge thanks for all of you who helped to celebrate our 5 year anniversary of building CXChronicles, it's been a hell of a journey. Approaching 300+ episodes of customer focused business contentWorked with 150+ companies across the world helping make customer & employee happiness a habitPartnered with biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks.Launched CXC Healthzone Intelligence Platform, go see how your company's CX stacks up the rest. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #271, we welcomed Marcus Smith, CEO at Cloud Trailz based in Atlanta, GA. Cloud Trailz offers their customers Saleforce help without all of the hassle by providing professional, expert users that come with the playbooks required to achieve utilization & success with the world's largest CRM. In this episode, Marcus 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 #271 Highlight Reel:**1. Salesforce utilization management in today's world  2. Why you might be over-building your CRM 3. Implementing tech changes within an organization  4. Building playbooks to guide your team & create consistency  5. Leveraging 360 feedback to build high-performing teams Click here to learn more about Marcus Smith Click here to learn more about Cloud TrailzHuge thanks to Marcus for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode, Bob Azman explores the powerful connection between mental health and workplace performance with special guest Rachel Lutz Guevara, Division Vice President of Trust and Safety at TaskUs.Rachel shares her inspiring journey from a background in clinical mental health care to leading a global psychological health and safety program for frontline digital workers. Together, they uncover how proactive wellness initiatives can transform both employee experience and business outcomes—reducing attrition, absenteeism, and burnout while strengthening resilience and customer satisfaction.Discover how TaskUs is setting new industry standards by integrating wellness into business operations, empowering global teams, and influencing clients to rethink their own approach to employee wellbeing.Whether you're a business leader, CX professional, or people manager, this episode will help you understand how mental health can become a strategic advantage—and why investing in your people's wellbeing is one of the smartest business decisions you can make.

In this episode, Bob Azman explores the powerful connection between mental health and workplace performance with special guest Rachel Lutz Guevara, Division Vice President of Trust and Safety at TaskUs.Rachel shares her inspiring journey from a background in clinical mental health care to leading a global psychological health and safety program for frontline digital workers. Together, they uncover how proactive wellness initiatives can transform both employee experience and business outcomes—reducing attrition, absenteeism, and burnout while strengthening resilience and customer satisfaction.Discover how TaskUs is setting new industry standards by integrating wellness into business operations, empowering global teams, and influencing clients to rethink their own approach to employee wellbeing.Whether you're a business leader, CX professional, or people manager, this episode will help you understand how mental health can become a strategic advantage—and why investing in your people's wellbeing is one of the smartest business decisions you can make.

On this special episode of Tapod, Lauren sits down with Daniel Chait—CEO—and Meredith Johnson—CPO—at Greenhouse at the recent ATC2025. Daniel and Meredith take us on a journey of evolution and development, covering AI, user case studies, and a roadmap for the future.

What's on your mind? Let CX Passport know...Pharma and CX… not exactly two words you hear together often. But what happens when customer experience thinking meets healthcare? Silvi Haldipur has lived it. From personal experience to transforming patient, provider, and payer experiences at GSK and Merck, she's proving that empathy and data can coexist to truly save lives.5 Insights from This Episode • CX in pharma isn't impossible… it's essential. Silvi shares how she turned a deeply personal healthcare experience into her mission for better patient outcomes. • Beyond ads and emails… why support, not slogans, is what patients really need. • What pharma can learn from design thinking, ethnography, and on-the-ground empathy. • How “wraparound programs” simplify post-prescription chaos and actually improve outcomes. • The rise of the Chief Customer Experience Officer in pharma… and why it's long overdue.

This week on Marketing Operators, Connor MacDonald kicks things off with a pressing question: “What does a modern CX team and workflow look like today?” From there, we dive into a growing debate across modern commerce - does CX actually drive growth, or is it still just a support functionJoined by Amit RG, co-founder and CEO of our show sponsor Richpanel, the team unpacks how leading brands are getting dramatically leaner with AI, why Tier-1 support is becoming fully automated, and whether CX should really sit under marketing or operations. Amit breaks down Richpanel's inspiration from Uber's self-service model, and what it looks like when support becomes proactive, scalable, and insight-rich instead of reactive and manual.This leads to a breakdown of the revenue-generating CX touchpoints you're not thinking about, sparked by McCoy's prediction that “a year from now we'll all be talking about generating LTV,” not just acquisition. The group digs into ideas like optimizing high-intent tracking pages with tools like Wonderment, founders jumping into ad comments, and turning warranty claims into upsell moments - with real-world examples from Ridge, Jones Road, Equinox, and even Cartier's luxury clienteling approach.The episode wraps with a look at how AI is reshaping DTC ops end-to-end - collapsing workflows, enriching agent decisions, and driving smarter, more efficient growth across the entire customer journey.If you have a question for the MOperators Hotline, click the link to be in with a chance of it being discussed on the show: https://forms.gle/1W7nKoNK5Zakm1Xv6Chapters:00:00:00 - Introduction00:06:21 - What Does a Modern CX Team Look Like?00:19:10 - The CX to Marketing Feedback Loop00:32:07 - Revenue-Generating CX Touchpoints00:45:13 - Is Shade Matching a CX Revenue Driver?00:57:06 - Using Founder Social Comments as a CX TouchpointPowered by:Motion.⁠⁠⁠https://motionapp.com/pricing?utm_source=marketing-operators-podcast&utm_medium=paidsponsor&utm_campaign=march-2024-ad-reads⁠⁠⁠https://motionapp.com/creative-trendsPrescient AI.⁠⁠⁠https://www.prescientai.com/operatorsRichpanel.⁠⁠⁠https://www.richpanel.com/?utm_source=MO&utm_medium=podcast&utm_campaign=ytdescAftersell.https://www.aftersell.com/operatorsHaus.http://Haus.io/operatorsSubscribe to the 9 Operators Podcast here:https://www.youtube.com/@Operators9Subscribe to the Finance Operators Podcast here:https://www.youtube.com/@FinanceOperatorsFOPSSign up to the 9 Operators newsletter here:https://9operators.com/

In this episode, we talk to Simon Spyer. Simon is an entrepreneur and data-driven marketer with experience at some of the best agencies in the UK. 5 months ago, he struck out on his own and started the company Data Agents. Their focus is on helping businesses to determine when and how to use agentic AI to unlock the most value possible. We cover what the right circumstances are for agentic AI to add value, how brands can ensure AI agents are controlled and some examples of brands using them well. External resources:Data Agents website - CLICK HERE10 Agentic Use Cases That Actually Deliver - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: Sick Man's Blues by Eric Crosby. CLICK HERE

When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel.You'll hear how to combine quick, purposeful interviews, observational studies, and analytics for a full picture of what customers think, feel, and do. We also unpack where AI fits in—how NLP, speech analytics, and social listening reveal patterns at scale, while humans still guide the questions and actions.From frontline insights to early warnings of silent churn, we cover practical ways to detect issues, act fast, and close the loop. You'll leave with five essentials for building a connected feedback ecosystem and turning listening into lasting improvement.Resources Mentioned:Learn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Today on the Scoop, the team from Tapod brings you all of the weekly TA & Recruitment News. We cover all sorts of headlines, including… the rise of ghost growth at work, recruiters acting like toss bags, upstairs and downstairs of the meth lab are firing, Big Brother is back, AI is killing workplace wellbeing, opening the Church of TaPod, most ridiculous workplace rules, perks with dating the boss, Gen Z demanding leave and much more.Thanks to Indeed for partnering with us on The Scoop. 

This week's podcast is about AI Agents transforming ecommerce. Likely all commerce.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 McKinsey article I mentioned:The agentic commerce opportunity: How AI agents are ushering in a new era for consumers and merchantsHere is the BCG article I mentioned:When Brands Meet AI Bots: Customer Experience in the Era of Agents-------- 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.Note: This content (articles, podcasts, website info) is not investment 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. Investing is risky. Do your own research.Support the show

Episode web page: https://bit.ly/49xoJWL ----------------------- Episode summary: What does it really mean for marketing to be "effective" in today's complex, data-rich environment? In this episode of Insights Unlocked, Sorin Patilinet—PepsiCo's Global Marketing Insights leader and author of Marketing Effectiveness—joins UserTesting CMO Johann Wrede for a deep dive into how marketers can shift from tactical fixes to strategic, system-wide thinking. Sorin unpacks the concept of marketing as a system, not just a set of disconnected tactics, and explains how AI and automation can enhance—not replace—human decision-making. From defining what effectiveness actually means within your organization to embracing consistency and simplifying the martech stack, this conversation is full of actionable insights for marketing leaders navigating change. Key themes and topics: Why marketing effectiveness must go beyond ad performance metrics Applying engineering-based systems thinking to brand strategy The evolving role of AI in enhancing marketing decision-making How to define "effectiveness" for your organization—and stick to it The power of creative effectiveness and the compounding impact of consistency Why marketers need to focus more on understanding customers than chasing channels Practical advice for internal stakeholder alignment and building a culture of insights Balancing innovation with simplification in a cluttered martech world Resources & Links: Sorin Patilinet on LinkedIn (https://www.linkedin.com/in/patilinet/) Sorin's book Marketing Effectiveness (https://marketing-effectiveness.com/) UserTesting's Johann Wrede on LinkedIn (https://www.linkedin.com/in/johannwrede/) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast About the show: Insights Unlocked is the go-to podcast for marketing, UX, product, and CX leaders. Each week, we feature candid conversations with the builders and thinkers behind today's most impactful customer experiences. Brought to you by UserTesting (https://usertesting.com/podcast)

This episode dives into The Heart of Service, a practical guide to human-centered AI in customer service. Nick explains real stories, change management, measuring AI impact, frontline listening, ethics, and tools leaders can use. Good for CX leaders, managers, and practitioners. About Nick Glimsdahl Nick Glimsdahl is a trusted advisor to customer service leaders navigating the pressure to modernize operations, improve experience, and prove the value of their AI investments. As the host of the Press 1 For Nick podcast, he's interviewed more than 200 CX leaders, authors, and innovators about the future of service. His new book, The Heart of Service: A Blueprint for Human-Centric AI in Customer Service, uses a fictional parable to show what happens when a CX leader stops chasing hype and starts asking the right questions. Nick brings practical experience from years of helping contact centers implement modern solutions—from AI and automation to agent enablement and post-go-live support. His work is grounded in one belief: technology should serve people, not the other way around. Resources  VDS: https://www.govds.com Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

After years leading CX and customer service teams at M.J. Bale, Meshki and ZeroCo, Emily Elvey's built a reputation as one of Australia's sharpest voices in ecommerce experience design. In today's chat, she's joining Bushy to unpack what's really driving customer satisfaction, retention and sanity during peak season.Today, we're discussing…The three fixes to make before Black Friday - and why your policy pages are killing conversionsHow to use CSAT data the right wayWhy taking your customer service team out for lunch might save your peak seasonPlanning for worst-case scenarios: how to roster, resource and survive inbox overloadThe psychology of returns and the tension moments that make or break loyaltyTurning customer service into a sales engine, and training teams to upsell with empathyHow to build AI agents that actually sound like your brandThe link between employee satisfaction and customer retentionHow to glue all your customer data together for one source of truthConnect with EmilyExplore Emily Elvey ConsultingSMS us to request a guest!Support the showWant to level up your ecommerce game? Come hang out in the Add To Cart Community. We're talking deep dives, smart events, and real-world inspo for operators who are in it for the long haul. Connect with Nathan BushContact Add To CartJoin the Community

In this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a 'gag order' (NDA) after a poor service experience — and how this reflects a deeper organizational issue: silos. Together with Professor Ryan Hamilton, Colin explores why siloed thinking leads to incoherent customer experiences, how internal motivations can conflict with CX goals, and what leaders must do to ensure learning, trust, and advocacy remain priorities. A must-listen for CX professionals and senior leaders alike. Best Quote: "Who decides? That is the question every leadership team should ask — and answer wisely." Key Takeaways: Organizational silos often lead to decisions that prioritise risk management over customer experience. Legal and PR functions may act rationally within their remit, but this can result in poor CX outcomes without CX leadership involvement. Service recovery is a powerful opportunity to build trust and advocacy — if handled thoughtfully. The presence of gag orders may indicate systemic issues that need urgent attention. CX leaders must break silos, promote organisational learning, and ensure customer trust is considered in every critical decision.   Register for the 'Unleash AI. Reimagine CX launch event' by NiCE  Cognigy https://www.nice.com/lps/nice-cognigy-launch-event?utm_source=influencers&utm_medium=cpc&utm_campaign=NL_Q425_EN_PLT_GLOB_252346_WBN_NiCE-Cognigy-Virtual-Launch-Event&utm_content=0522834&utm_detail=dentsu-influencers-nicecog-glob-colin   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

What if the words you use every day are quietly deciding your success? In this episode of Unemployable with Jeff Dudan, we're joined by one of the most powerful communicators on the planet — Phil M. Jones, the legendary author of Exactly What to Say and one of the world's most in-demand speakers and sales trainers. Phil has taught millions of people across 59 countries how to transform results in business, relationships, and leadership — simply by mastering the language of influence. From boardrooms to living rooms, Phil shows how the right words, spoken with intention, can change everything — your income, your impact, and your relationships. You'll learn how to create tension that drives attention, how to lead critical conversations with empathy and precision, and how to make every word you speak truly count. If you've ever lost a sale, fumbled a tough talk, or felt unheard, this episode will change the way you think about communication forever.

What if the words you use every day are quietly deciding your success? In this episode of Unemployable with Jeff Dudan, we're joined by one of the most powerful communicators on the planet — Phil M. Jones, the legendary author of Exactly What to Say and one of the world's most in-demand speakers and sales trainers. Phil has taught millions of people across 59 countries how to transform results in business, relationships, and leadership — simply by mastering the language of influence. From boardrooms to living rooms, Phil shows how the right words, spoken with intention, can change everything — your income, your impact, and your relationships. You'll learn how to create tension that drives attention, how to lead critical conversations with empathy and precision, and how to make every word you speak truly count. If you've ever lost a sale, fumbled a tough talk, or felt unheard, this episode will change the way you think about communication forever.

This week, I sat down with Sydney Chestler, Director of CX at Fresh Clean Threads, to talk about what it really takes to build trust in customer experience, not just close tickets.We get into what it means to lead CX at two wildly different brands, from helping a 25-year-old skincare fan find her first serum to supporting a 45-year-old dad buying tees for vacation. Sydney shares how she's built a career around understanding what customers actually care about and how to design experiences that feel human, honest, and clear.We cover the shift from reactive support to proactive CX, the importance of tracking “silent wins” like low ticket-to-order ratios, and why transparency should be your brand's default setting. Sydney breaks down why the best metric isn't how many tickets your team closes, it's how many you prevent by setting the right expectations.We also talk about leadership. Sydney opens up about how mentors shaped her career and how she now pays it forward by building teams that feel heard, supported, and empowered. Her approach is rooted in empathy and connection, and it shows up in everything she does, from team culture to how she thinks about the customer journey.If you care about building trust, leading with transparency, and empowering your CX teams to do their best work, this episode's for you.Listen now for insights on leadership, trust, and how to turn every touchpoint into a relationship, not just a transaction.

Paul O'Hara is the Executive Vice President of Business Development at TP EMEA. He is based in the Tyneside area of North-East England. Paul recently published an article on Customer Think magazine titled "AI Won't End BPO - It'll Supercharge It." Mark called Paul to ask Paul about the article. What was Paul trying to say? How does he believe that AI and human-focused customer service can be blended? How can smarter more value-driven CX be planned using AI? Paul outlined many of these ideas in his article, but Mark questioned him further on the reasons he felt the need to talk about AI in this way. Mark even mentioned this conversation with Paul in a SubStack article he published earlier this week. https://www.linkedin.com/in/pauloharateleperformance/ https://customerthink.com/ai-wont-end-bpo-itll-supercharge-it/ https://www.tp.com/ https://markhillarysp.substack.com/p/ai-in-customer-service-isnt-about   Summary: Mark Hillary and Peter Ryan discuss the impact of AI on Business Process Outsourcing (BPO) with Paul O'Hara, EVP for Business Development at Teleperformance (TP). O'Hara argues that AI will enhance, rather than replace, BPO services. He emphasizes the importance of blending AI with human expertise to deliver smarter, scalable, and value-driven customer experiences. O'Hara highlights that BPOs, with their operational backbone and regulatory compliance, are better positioned to design and scale CX solutions. He predicts continued growth in the BPO industry, driven by automation and ethical outsourcing, and stresses the need for performance-based models over traditional metrics.

In this heartfelt season wrap-up, host Jenny Dempsey reflects on everything The Career Flipper has become, and everyone who made it possible. What started as a personal experiment after being laid off has turned into a global community of second-chancers, dreamers, and brave souls rewriting their stories one imperfect step at a time.Jenny shares highlights from 2025: from a bartender in the Caribbean to a software engineer turned chocolate maker, and the lessons she's learned from 86 incredible guests who have become unexpected mentors. She also opens up about juggling her full-time job, flipping furniture, grieving, and laughing her way through life, including the story of how she accidentally printed her misspelled logo on every piece of marketing material before her first big event.This episode is honest, funny, and full of gratitude, a love letter to everyone who's ever listened, shared, or dared to flip their own story.What You'll Hear:The evolution from Season 1 (post-layoff chaos) to Season 2 (balancing full-time work + creative passion)Key takeaways from this year's most inspiring guestsThe hilarious Canva logo fiasco at Jenny's first vendor eventWhy messy beginnings still count as beginningsA peek at what's next for The Career Flipper in Spring 2026 THANK YOU FOR LISTENING, SUBSCRIBING, FOLLOWING, REVIEWING! I love and appreciate you all! 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:

How do brands create customers who stay for years or even decades? In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love. Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it's a growth engine. You'll learn:The #1 factor that determines whether customers returnWhy customer experience is more emotional than operationalThe “Ruth Story” - how one pair of glasses changed John's entire view on CXHow to scale empathy, trust, and personalization across big organizationsWhat brands get wrong when implementing AI in customer experienceThe future of CX and what will matter most in the next 12 months If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value.Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&t=1864s Key Moments:0:00 Meet John Boccuzzi, Jr.3:20 What Customer Experience Really Is5:20 The “Ruth Story”: Creating Emotional Loyalty10:10 Why Having a Point of View Builds Trust15:15 Training Teams to Deliver Great CX18:55 Scaling Emotional Customer Experiences23:30 How AI Fits Into Customer Experience29:55 The Power of First Impressions33:25 How Brands Stay Relevant Today37:15 Make the Customer Journey Simple42:55 The Future of Personalization49:15 Common Misconceptions About CX50:27 A Trend to Bet On (That Isn't AI) –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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

As we plan for 2026, many CX, UX, and Market Research teams are focused on anticipating project volume, evolving method mixes, AI-enabled workflows, and resource allocation. But regulatory policy deserves attention too—with changes coming that could directly shape how we run qualitative and quantitative projects.  In this episode of Conversations for Research Rockstars, Kathryn Korostoff interviewed Howard Fienberg, Senior VP Advocacy at the Insights Association, about two regulatory shifts that could impact researchers. Kathryn and Howard also discuss how these regulations could create meaningful cost savings and workflow improvements for researchers in both qual and quant settings. Conversations for Research Rockstars is produced by Research Rockstar Training & Staffing. Our 25+ Market Research eLearning classes are offered on demand and include options to earn Insights Association Certificates. Our Rent-a-Researcher staffing service places qualified, fully vetted market research experts, covering temporary needs due to project and resource fluctuations. We believe it: Inside every market researcher is a Research Rockstar! Hope you enjoy this episode of Conversations for Research Rockstars. http://www.researchrockstar.com/ Facebook | LinkedIn | 877-Rocks10 ext 703 for Support, 701 for Sales Info@ResearchRockstar.com 

Send us a textIn this episode of Navigating the Customer Experience, we dive deep into the career and mindset of Jamie Homen, a seasoned customer experience (CX) leader with over 20 years in the industry. Now leading CX at Mural, an AI-powered visual collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success.

What's on your mind? Let CX Passport know...How do you deliver empathy at scale when the stakes are life-changing?In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience operation inside a government agency...the Texas Workforce Commission. Originally aired as Episode 207, this conversation opened eyes to the human side of CX in crisis situations. Candy's team supports Texans during unemployment... moments filled with fear, frustration, and uncertainty...and does it with respect, empathy, and a behavior-based performance model that drives real connection.CHAPTERS  00:00  Respect, compassion, and courtesy  03:50  Building empathy into every call  05:48  Balancing efficiency and humanity  07:47  Turning emotional calls into positive experiences  09:03  Crisis response and wellness checks  11:09  Supporting agents after difficult calls  12:37  First Class Lounge  16:32  Managing complaints in a regulated environment  19:18  Improving what you can control  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