Podcasts about CX

Was ist eine Customer Journey wirklich? In dieser Folge spricht Markus Pirker mit Christine Krimmel, CX-Beraterin und Co-Gründerin der CX Agentur, über Customer Journeys, Customer Lifecycle und warum Personas ohne Research bestenfalls eine Krücke sind.Wer ist Christine Krimmel?Christine ist Co-Gründerin der CX Agentur mit 18 Jahren CX-Erfahrung. 2013 gründete sie das CX Forum und unterrichtet CX an der WU Executive Academy. Sie war bereits in Folge 103 zu Gast, wo es um Sinus-Milieus ging.Warum das Thema jetzt relevant istWer "was ist eine Customer Journey" googelt, findet Modelle wie Awareness oder Retention. Christine nennt das Inside-Out gedacht: aus der Organisation, statt aus Kundensicht. Eine echte Journey beginnt beim Bedürfnis der Kund:innen und endet, wenn dieses erfüllt ist.Customer Journey vs. Customer LifecycleChristine unterscheidet zwischen einer einzelnen Journey, etwa der Reparatur eines Modems, und dem gesamten Customer Lifecycle. Anhand einer Anekdote zeigt sie, wie Interviews mit wenigen Kund:innen ein systematisches Serviceproblem aufdeckten, das in den Gesamtzahlen unterging.Warum reichen Personas allein nicht aus?Personas ohne echte Gespräche sind laut Christine bestenfalls eine Krücke. Sie empfiehlt sechs bis acht Interviews, um relevante Themen zu identifizieren, bevor man in die Breite geht.Key TakeawaysEine Customer Journey beginnt beim Bedürfnis der Kund:innen, nicht bei internen Prozessen.Klassische Modelle wie Awareness sind Inside-Out gedacht.Timestamps(03:53) Kundenbedürfnisse und die Customer Journey(09:40) Root Cause Analysis und deren Bedeutung(12:14) Qualitative Interviews zur Verbesserung der Customer Journey(15:04) Strategische Ansätze zur Optimierung der Customer Journey(20:17) Mindset-Shift von Inside Out zu Outside In(27:15) Personas und Customer Journeys(31:46) Der erste Schritt zur Outside-in-Perspektive(41:17) Verantwortung für die Customer ExperienceChristines LinksChristines LinkedInCX Agentur WebsiteÄhnliche FolgenE103: Christine Krimmel über Sinus-Milieus und irrationale menschliche Natur in der CXE58: Manuel Schnell über Kelags Erfolgsrezept für 98% KundenzufriedenheitMarc Busch über strukturierte Daten, SUS, NPS und KI-Interviews im UX ResearchDanke fürs ZuhörenIch hoffe, ihr konntet aus dieser Folge von UX Heroes konkrete Ideen für bessere User Experiences mitnehmen. Wenn ihr auch die nächsten Episoden nicht verpassen wollt, abonniert UX Heroes auf Spotify, Apple Podcasts oder in eurer Lieblings-Podcast-App.Eine Bewertung oder 5-Sterne-Rezension hilft uns sehr dabei, noch mehr Menschen zu erreichen, die sich für UX Design, UX Research, Product Discovery und bessere digitale Produkte interessieren.Habt ihr Fragen, Feedback oder Themenvorschläge? Dann schreibt uns gerne an podcast@userbrain.com. Ihr findet mich auch auf LinkedIn unter Markus Pirker.Bessere UX-Entscheidungen mit UserbrainUX Heroes ist ein Podcast von Userbrain. Mit Userbrain könnt ihr schnelle und unkomplizierte User Tests durchführen, um herauszufinden, wie echte Nutzer:innen eure Website, App, euren Prototypen oder eure Produktidee erleben.Dank KI-Unterstützung erstellt ihr euren User Test in wenigen Minuten. Erste Ergebnisse sind innerhalb weniger Stunden verfügbar, damit ihr schneller erkennt, wo Nutzer:innen Probleme haben, was sie verwirrt und welche Verbesserungen wirklich wichtig sind.Userbrain hilft UX-Teams, Product Manager:innen, Marketer:innen und Gründer:innen dabei, bessere Entscheidungen auf Basis von echtem Nutzerfeedback zu treffen.Kostenlos mit Userbrain startenProbiert Userbrain aus und startet euren ersten User Test: Geht auf userbrain.com/podcast, erstellt einen kostenlosen Account und bekommt die ersten 2 Tester:innen im Wert von 90 € geschenkt.

This week on Tapod, we catch up with Natalie Badaway – or ‘Nat Bad' as we like to call her (thanks Denise Pereira, for the nickname). Nat is busy as Talent Acquisition Specialist at Andromeda (a really cool robotics company) and co-organiser at the Melbourne Talent Meet-Up. We are all very aware of the pressure and anxiety our industry has been under over the last 18 months. With the rise of AI, war in Europe and the Middle East, global tariffs, increased inflation and interest rates all affecting hiring levels and redundancies across our sector, we are all feeling it. And this is why Community is so important. Nat talks us through the how and why. If you do not attend 'meet-ups' in your city, it's about time you bloody did! No-one understands our industry like our community, and if you need support, we are all here for you.Thanks to Paradox for partnering with us for this episode. 

I think there are two big challenges when jumping from a van to a lorry, but you guys came up with more.Website: https://petercoath.comPodcast: https://redcircle.com/shows/pete-the-courier-drivers-sunday-q-and-a-the-story-so-farE-Mail: petethehxtrucker@gmail.comBuy the Book https://amzn.eu/d/05AfKX2wJoin the CX: https://teg-influencer-referrals.referral-factory.com/uyjbvRtJGet Insurance: https://tinyurl.com/pthxtFuel card people: https://www.xpressfuel.co.uk/applydtAdvertising Inquiries: https://redcircle.com/brandsPrivacy & Opt-Out: https://redcircle.com/privacy

Encantar clientes envolve um conjunto de conhecimentos que passa por diferentes áreas da ciência: psicologia, comportamento do consumidor, neurociência, comunicação, gestão e vendas. Neste episódio, o professor Doutor Fernando Coelho, eleito pela Favikon o profissional mais influente em CX do Brasil (2026), diretor do Instituto Experiência do Cliente e autor de 7 livros, fala mais sobre esse tema. 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

D. Yvonne e Sua Fidelidade Doutrinária CX&OAM#27 Bruno Tavares & Leonardo Marmo 

Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/new-books-network

LinkedIn Has Lost the Plot — Can the CX Community Fix It? LinkedIn was once the essential networking platform for business professionals, but today it can feel overwhelmed by sponsored posts, algorithmic recommendations, automated sales messages and bland AI-generated content. Even genuine attempts to connect and start conversations are increasingly met with silence or suspicion. Peter Ryan talks to Simma Kularatna, Head of New Business at Interact Contact Centres, about why LinkedIn has become so difficult to navigate and whether it can still deliver value for the CX community. Drawing on her experience of spending several hours each day using the platform, Simma explores how professionals can rebuild trust, create more authentic content and turn passive connections into meaningful business relationships. https://www.linkedin.com/in/skularatna/ https://interactcc.com/ Summary: Mark Hillary and Peter Ryan discuss the relevance and challenges of LinkedIn for the CX community. They reflect on the platform's evolution, noting an increase in AI-generated content and sponsored posts, which dilutes the quality of engagement. Simma Kularatna, from Interact Contact Centres, joins to discuss the decline in genuine connections and relationships on LinkedIn. She emphasizes the need to rebuild trust and engage authentically, suggesting proactive commenting and creating a dedicated CX leaders page. They agree on the importance of LinkedIn for professional networking and advocate for a return to its original purpose of building meaningful business relationships.

On this episode, we ask why the knowledge top contact center agents have often never reaches contact center AI systems — and what it takes to build a feedback loop that captures it.The most valuable knowledge in a contact center lives in two places: call transcripts, and the people already excelling at the job. Reviewing call transcripts for quality and compliance is standard practice. But most of that review is built to flag what went wrong on a call. It rarely explains what worked, or why.What's needed instead is a structured, outcome-tied annotation layer built to explain why a call went well, turn by turn. Derek Brameyer, head of application engineering at TELUS Digital, draws on his work building this kind of annotation system for CX leaders. He explains why tying annotation to verified operational data rather than AI-inferred guesses is what makes it reliable enough to act on, and how that kind of feedback loop can be built with the interactions you already record and transcribe.Show notesRead Derek Brameyer's latest article, Institutional knowledge is the missing layer in most contact center AI data strategiesListen to the Questions for now episode How can brands design and deliver seamless customer experiences?

Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/technology

What if your biggest CX innovation is also your biggest source of customer churn?Agility requires a clear-eyed view of both the promise and the peril of new technologies. It's the ability to embrace innovation like AI not just for efficiency, but with a rigorous focus on the customer outcomes that build long-term value.Today, we're going to talk about the delicate balance of implementing AI in the customer experience. Specifically, we'll explore the rise of sophisticated, agentic AI voice bots, and the critical "dealbreakers" that cause customers to abandon interactions and, potentially, your brand altogether.To help me discuss this topic, I'd like to welcome, Sushil Kumar, CEO at Cyara.About Sushil KumarSushil leads Cyara's strategy and growth with a vision to redefine how enterprises build trustworthy, AI-driven customer experiences. A builder at heart, he has spent his career creating platforms that change how software is engineered, validated, and delivered. His focus is helping global organizations achieve new levels of reliability, speed, and customer trust. Before joining Cyara, Sushil was the co-founder and CEO of RelicX.ai, a generative AI test automation pioneer acquired by Harness. He previously led major product and business organizations at Oracle, CA Technologies, and Broadcom, where he built and scaled category-defining AI, DevOps, and cloud solutions adopted by thousands of enterprises worldwide. With more than 25 years of experience leading high-growth teams and multi-hundred-million-dollar product lines, Sushil is known for blending deep technical insight with a pragmatic, product-first approach to leadership. His work centers on transforming how modern software and customer experiences are created, making them more resilient, more intelligent, and more human. Sushil holds a Bachelor of Technology from BIT Sindri and an MBA from the Indian Institute of Foreign Trade. He lives in the San Francisco Bay Area.Sushil Kumar on LinkedIn: https://www.linkedin.com/in/sushil-kumar-343780/---------- Resources ---------- Cyara: cyara.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873fChaser is the only Slack-native project management platform that helps teams turn messages into tracked tasks, automate follow-ups, and maintain team-wide visibility, without adopting another tool. Now integrated with Claude and other GenAI tools. Learn more at trychaser.com and use code AGILEBRAND for a 3-month free trial (normal trial is 14 days).The most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1Start building your own apps with Replit and get $20 off. Learn more: https://aglbrnd.co/r/93531742a7625a20Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716baCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Boll & Branch spent 12 years doing the unfashionable thing: perfecting the product first and figuring out distribution second. Chief Commercial Officer Katia Unlu joins Phillip and Brian on today's episode to discuss Boll & Branch's store expansion strategy, an AI-generated damage claim that went viral, and the case for stimulation over substitution.  That's Not How the Waffle Blanket Tears Key takeaways: Brands of the DTC era that failed were distracted by over-indexing on one hero product and not focusing on customer experiences that drive retention and brand love.  Boll & Branch opens stores where their customers and ICP already live. A human CX team caught an AI-generated image in a fraudulent damage claim thanks to the team's sharp knowledge of the brand's fabric and tear patterns. This is human expertise and technological advancement meeting in the middle. Boll & Branch's AI tools aim to stimulate the customer relationship rather than flatten it. The 2027 playbook is boring, but it works. Focusing on the fundamentals is key. [00:23:12] "People might buy something they enjoy, but they will actually defend what they love." – Brian Lange [00:29:45] "There's no shortcut for what real-life consumer insights can give you when you just go and talk to people in stores." – Katia Unlu [00:43:50] "We very much don't want to substitute. We don't have an AI bot on our website that you can even ask questions to." – Katia Unlu Associated Links: Boll & Branch Scott Tannen's LinkedIn post on AI-generated return fraud at Boll & Branch  Read our in-store retail space analyses: Field Notes on Future Commerce More on human vs. agent: Episode 447: The Agent Has Left the Building Explore our Word of Mouth Index Check out Future Commerce on YouTube Check out Future Commerce Plus for exclusive content and save on merch and print Subscribe to Insiders and The Senses to read more about what we are witnessing in the commerce world Listen to our other episodes of Future Commerce Have any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners! Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

 Join us for a special Tapod episode, where we catch up with Lee Seymour – Founder and CEO at XRef. We discuss the shadow of AI – the good, the bad and the outright fraud. The transitional recruitment market we currently find ourselves in and the challenges associated with the current environment. And we drill down on on xref.me – your verified digital resume that's powered by verified references. It's a game changer.

What if your biggest CX innovation is also your biggest source of customer churn?Agility requires a clear-eyed view of both the promise and the peril of new technologies. It's the ability to embrace innovation like AI not just for efficiency, but with a rigorous focus on the customer outcomes that build long-term value.Today, we're going to talk about the delicate balance of implementing AI in the customer experience. Specifically, we'll explore the rise of sophisticated, agentic AI voice bots, and the critical "dealbreakers" that cause customers to abandon interactions and, potentially, your brand altogether.To help me discuss this topic, I'd like to welcome, Sushil Kumar, CEO at Cyara.About Sushil KumarSushil leads Cyara's strategy and growth with a vision to redefine how enterprises build trustworthy, AI-driven customer experiences. A builder at heart, he has spent his career creating platforms that change how software is engineered, validated, and delivered. His focus is helping global organizations achieve new levels of reliability, speed, and customer trust. Before joining Cyara, Sushil was the co-founder and CEO of RelicX.ai, a generative AI test automation pioneer acquired by Harness. He previously led major product and business organizations at Oracle, CA Technologies, and Broadcom, where he built and scaled category-defining AI, DevOps, and cloud solutions adopted by thousands of enterprises worldwide. With more than 25 years of experience leading high-growth teams and multi-hundred-million-dollar product lines, Sushil is known for blending deep technical insight with a pragmatic, product-first approach to leadership. His work centers on transforming how modern software and customer experiences are created, making them more resilient, more intelligent, and more human. Sushil holds a Bachelor of Technology from BIT Sindri and an MBA from the Indian Institute of Foreign Trade. He lives in the San Francisco Bay Area.Sushil Kumar on LinkedIn: https://www.linkedin.com/in/sushil-kumar-343780/---------- Resources ---------- Cyara: cyara.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873fChaser is the only Slack-native project management platform that helps teams turn messages into tracked tasks, automate follow-ups, and maintain team-wide visibility, without adopting another tool. Now integrated with Claude and other GenAI tools. Learn more at trychaser.com and use code AGILEBRAND for a 3-month free trial (normal trial is 14 days).The most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1Start building your own apps with Replit and get $20 off. Learn more: https://aglbrnd.co/r/93531742a7625a20Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716baCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Cześć, dzień dobry! Kto stoi za rozwojem nowoczesnego customer experience i outsourcingu procesów biznesowych? W kolejnym odcinku podcastu BSS bez tajemnic z cyklu Kim ONI są? poznajemy firmę Axendi – jednego z najbardziej doświadczonych dostawców usług Customer Experience, Contact Center, BPO oraz rozwiązań opartych o sztuczną inteligencję.Moim gościem jest Ewa Czarnecka, Prezes Zarządu i CEO Axendi. Rozmawiamy o tym, jak firma przeszła transformację z Voice Contact Center do Axendi, dlaczego postawiła na rozwój usług Customer Experience, Back Office i technologii AI oraz jakie miejsce zajmuje dziś w Grupie OEX.W rozmowie poruszamy również temat outsourcingu procesów dla sektora bankowego, finansowego, medycznego oraz e-commerce. Mówimy o projektach KYC i AML, obsłudze klientów w blisko 20 językach, wykorzystaniu voicebotów i chatbotów, a także o rosnącej roli sztucznej inteligencji w obsłudze klienta.Z tego odcinka dowiecie się także, jak Axendi buduje swoją strategię rozwoju, dlaczego stawia na praktyczne podejście do Customer Experience oraz jakie kompetencje są dziś najbardziej poszukiwane w branży BPO i CX. Rozmawiamy również o Customer Experience Summit oraz trendach, które będą kształtować przyszłość nowoczesnych usług biznesowych.

Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and CX expert David Singer, Global VP at Verint, share answers to these questions, plus strategies for balancing advanced AI with genuine human interactions. AI and Customer Experience Topics Discussed: How technology can enhance CX beyond the traditional metrics, integrating seamlessly into daily customer interactions. The importance of overcoming the fear of change, and how gradual implementation of new tools can lead to significant improvements. Real-world examples of how AI in quality management has resulted in fairer employee evaluations and better customer experiences. Strategies to balance speed and quality in customer service, ensuring timely yet meaningful interactions. Leadership insights on inspiring teams rather than just inspecting their work, fostering an environment of empowerment. The direct impact of treating employees well on delivering exceptional customer experience. How advanced technologies like Generative AI can handle routine tasks, freeing up human agents for more complex, empathy-driven interactions. Whether you're a CX leader, a business owner, or a AI technology enthusiast, you won't want to miss the wealth of customer experience wisdom shared in this episode. It could be the game-changer your business needs in today's competitive landscape. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

AI readiness goes beyond testing the model. Even strong AI can fall short when it relies on outdated information, broken workflows, or poor handoffs between AI and human agents. This week on The Modern Customer Podcast, Seth Johnson, Chief Technology Officer at Cyara, shares what companies need to validate before scaling customer-facing AI.

"We value your feedback.” “Thanks for your patience.” “We apologize for any inconvenience.” Most of us have heard these lines so many times that we can feel our skepticism kick in before the sentence even ends. That reaction isn't cynicism for no reason. It's what customers learn when the message sounds caring but the experience doesn't match the promise.We get honest about how organizations "fib" to customers without meaning to, from org charts dictating the customer journey to feedback that vanishes with no follow-up. We also tackle the biggest expectation gap of all: overpromising, and why the goal isn't perfection, but believable, honest CX leadership that keeps the promises we choose to make.Subscribe, leave a rating and review, and share it with a teammate who owns messaging, handoffs, or service promises.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

It's your weekly TA & Recruitment news blast with the Scoop from TaPod. This week we cover all kinds of angles, including emerging roles in AI, Ghost Jobs crack down in the US, economic updates with Callam Pickering, firing a time traveller in the UK, China making hiring decisions based on zodiac signs, and workers nostalgic about life before AI. Don't forget to check out the upcoming events.Thanks to Indeed for partnering with us to bring you the Scoop.

David Brown and Paul Murrell unpack BYD's full refund offer after a model-year mix-up, assess new budget EVs from Geely, and examine why plug-in hybrid utes could be the practical choice for Australian buyers. They also explore Chinese brands' sales performance, adaptive traffic signal technology, award-winning future vehicle concepts, and the evolution of automotive design before wrapping up with a road test of Mazda's CX-80 diesel SUV. Episode Breakdown • BYD model-year refund controversy — 00:01:04 • Geely EX2 and affordable EVs — 00:08:50 • JAC Hunter PHEV ute and market trends — 00:18:17 • SAIC, MG and Chinese brand performance — 00:26:05 • Traffic signals and Telstra outage impacts — 00:35:14 • Future vehicle concepts and design history — 00:43:54 • Mazda CX-80 road test — 00:52:10 BYD model-year refund controversy David and Paul discuss BYD's decision to offer full refunds after some buyers received 2025 vehicles they believed were 2026 models. They examine the impact on resale value, consumer confidence and the importance of checking model-year details and equipment before purchase. Geely EX2 and affordable EVs The new Geely EX2 enters Australia with aggressive pricing, LFP battery technology and practical packaging aimed at city buyers. The pair also discuss vehicle safety, crumple zones, storage innovations and why thoughtful design matters as much as specifications. JAC Hunter PHEV ute and market trends Attention turns to JAC's plug-in hybrid Hunter ute, with discussion around towing, electric tool charging, real-world practicality and why PHEVs may suit tradies better than full EV utes for now. They also assess JAC's struggle for market share despite competitive offers. SAIC, MG and Chinese brand performance The hosts analyse SAIC's global sales claims, MG's Australian recovery and shifting consumer demand across petrol, hybrid and electric models. They question headline figures while noting the growing diversity of Chinese vehicle line-ups. Traffic signals and Telstra outage impacts A Telstra outage prompts a discussion about connected infrastructure, adaptive traffic management and Sydney's SCATS system. David explains how coordinated, adaptive signals improve traffic flow and what happens when communications fail. Future vehicle concepts and design history From Hyundai's Red Dot-winning concepts to classic dream cars such as the Citroën DS and Lamborghini Countach, the conversation explores how bold concepts sometimes reshape production vehicles while others remain fascinating experiments. Mazda CX-80 diesel road test The program concludes with a review of Mazda's large CX-80 SUV, highlighting its refined six-cylinder diesel, comfort, practicality and touring ability, while noting some infotainment and phone connectivity frustrations. Program Links and Credits Website, podcasts and social media: Cars Transport Culture With David Brown, Paul Murrell (SeniorDriver.au) and Mark Wesley. Broadcast across Australia on the Community Radio Network.

For a long time, financial crime prevention has been a massive issue for banks. This is because of several often complex navigation around rules and regulations, such as AML, KYC, CTF, and SAR. However, a bigger issue has emerged. As more and more transactions happen and financial crime networks get smarter, the bigger problem is the way banks handle data.In the recent conversation on the Don't Panic It's Just Data podcast, host Herb Blecher, Research Director, Data and Analytics, Enterprise Management Associates (EMA), sat down with guest Manish Andhy, Financial Services AI & Industry Executive at Teradata.They talked about how criminal enterprises are changing fast, like the internet, while compliance systems are still using old methods. Andhy tells Blecher, "The difference between how fast criminals can change and how slow compliance systems are is a big weakness."More than $3 trillion in money moves through the global financial system every year, but only a small part of it is caught. Banks have spent a lot of time and money building systems to stop money laundering. Many of them still have separate systems for onboarding, transaction monitoring, investigations and risk management.The strange thing is that big financial institutions have already spent a lot of money to solve this problem. They built data warehouses to get rid of systems and data lakes to put all the information in one place. In fact, they often created the same separate systems they were trying to get rid of.Also Watch: What is AI Hyper-Personalisation in CX and Why Does it Matter?TakeawaysOver $3 trillion of illicit funds moves through the global financial system annually.Only about 1% of illicit funds are detected or intercepted.AML programs have grown in a fragmented, siloed way across enterprises.The pace of change in compliance has historically been slow.Traditional rule-based systems generate enormous amounts of false positive alerts.Data silos persist due to organizational and technology issues.Data products allow for a unified view of data without creating new silos.Generative AI can automate parts of the compliance process.Financial institutions must treat data as a strategic asset.Compliance can inform broader business decisions beyond regulatory obligations.Chapters00:00 Introduction to Financial Crime and Data Analytics05:06 Challenges in Financial Crime Compliance10:05 Data Silos and Their Impact15:12 The Concept of Data Products19:57 Modernizing Financial Crime Strategies24:59 Conclusion and Key TakeawaysFor more information on financial crime and how financial institutions should manage their data securely and compliantly, follow Terada across its official channels:Website: Teradata YouTube: @TeradataLinkedIn: @TeradataX: @TeradataFor more information on enterprise tech analyst-led insights, please visit em360tech.com EM360Tech YouTube: @enterprisemanagement360EM360Tech LinkedIn: @EM360TechEM360Tech X: @EM360Tech#Teradata #FinancialCrime #AML #Compliance #DataStrategy #AIinBanking #FinTech #DataSilos #DataManagement #DonTPanicItsJustData #EM360Tech #B2BMarketing #B2BPodcasts

Subscribe to DTC Newsletter - https://dtcnews.link/signupMelissa Dusendang ran a summer contract at SheFit to "manage the chaos" for one marketing director. She never left. Years later she runs ecommerce and operations, and her actual job is stopping the company from lying to itself with its own data.If you own the P&L, the dashboard, or the customer experience, this one is for you. Melissa sits in the finance meeting thinking about how a tax decision hits checkout, and in the marketing meeting thinking about which numbers are secretly inflated. She calls it being a puzzle person. Eric calls her a silo obliterator.Why TikTok Shop can quietly wreck your new-versus-returning customer math. Masked and missing emails on marketplace orders mean Shopify can count repeat buyers as new, so "we 2x'd new customers" can really mean you gave existing customers a discount.The attribution question to ask before anyone reports a ROAS or MER number, so two teams aren't arguing about goals while measuring different things.How SheFit found its best-selling ad hooks inside customer reviews and comments, and why phrases like "my boobs don't move" outperform copy the team writes.The Emerge Sports Bra story: how customer comments drove a custom-strap design (skinny straps on smaller sizes, wider straps on larger sizes) that sold out on launch.Why real women feeling the "aha moment" when they lift the straps is SheFit's top new-customer acquisition move, run through micro-influencers and ambassadors instead of a gym-only ad.Her honest read on TikTok Shop: better customer control than Amazon, but a margin eroder that can turn a premium brand into a "always on sale" brand.Who this is for: Ecommerce and ops leaders, founders wearing five hats, CX and community managers, and anyone trying to get finance, marketing, and product to agree on what the numbers mean.What to steal: Pull your own review and comment language and use it as ad copy verbatim. Before your next growth review, write down which attribution model each number is using. And check whether your marketplace orders are inflating your new-customer count.Timestamps:0:00 Why TikTok Shop metrics can be misleading5:18 Breaking down silos across ecommerce teams10:01 Why customer language beats marketing copy15:09 Building products from customer feedback23:21 Using AI and social listening for better decisionsSubscribe to DTC Newsletter - https://dtcnews.link/signupAdvertise on DTC - https://dtcnews.link/advertiseWork with Pilothouse - https://dtcnews.link/pilothouseFollow us on Instagram & Twitter - @dtcnewsletterWatch this interview on YouTube - https://dtcnews.link/video

Te invito a escuchar este episodio para que conozcas más detalles sobre la totalmente nueva Mazda CX-5, se trata de uno de los vehículos más importantes de la marca japonesa ya que se han vendido más de 5 millones de unidades en el mundo desde su debut en 2012 y 164 mil unidades vendidas en suelo mexicano. Además, CX-5 ha sido acreedora a más de 50 premios en diseño, seguridad y manejo. Ahora llega la tercera generación con cambios importantes en su diseño exterior e interior. Última evolución del diseño Kodo, que parte de una silueta familiar, esta nueva generación es 11.4 centímetros más larga y 1.3 centímetros más ancha que el modelo anterior, cuenta con rines de 19 pulgadas para realzar su deportividad. Mazda CX-5, cuenta con la motorización SkyActiv-G de cuatro cilindros 2.5 litros normalmente aspirada con 177 caballos de potencia y 177 lb/pie de torque con transmisión automática de 6 velocidades, para las tres versiones que llegan a México, parte de su mejora en performance se debe a sus nuevas dimensiones. Podemos definir a CX-5 como un fuerte oponente por su diseño exterior, interior y con un gran desempeño como nos tiene acostumbrados la marca. Versiones y precios ahora con 6 años de garantía defensa a defensa o 125,000 kilómetros.  Mazda CX-5 I SPORT 2026 $599,900  Mazda CX-5 I GRAND TOURING 2026 $659,900 Mazda CX-5 SIGNATURE 2026 $719,900 

Welcome to another inspiring episode of Build a Better Agency! In this episode, Jeannie Walters breaks down the real distinction between customer experience and customer service, and why treating them as the same thing keeps agencies from measuring what actually drives retention and referrals. You'll learn how a concise CX mission statement becomes the judgment call every employee uses when things get messy, and why vague goals like "be the friendliest" never translate into real behavior change. If you've ever wondered why some brands earn fierce loyalty while others just get by, Walters explains the frameworks that separate the two. Walters and Drew dig into the CX Strategic Success Blueprint and the CX Charter, two tools for turning customer experience from a poster on the wall into a cross-functional discipline with real accountability. They also unpack the difference between manufactured "wow" moments and genuinely reducing friction, using real examples from a utility company, a car dealership, and the pet brand Chewy to show what actually earns trust. Whether you're trying to sharpen your own agency's client experience or help your clients think differently about theirs, this episode gives you a practical starting point. Tune in to learn how to turn customer experience into a real business strategy instead of just a nice sentiment! A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here. What You Will Learn in This Episode: Learn the exact difference between customer experience and customer service, and why the distinction changes how agencies plan Discover why a concise CX mission statement matters more than a lengthy list of values nobody remembers Understand how to build a CX Strategic Success Blueprint that ties customer experience directly to revenue and expense goals Learn how a CX Charter creates cross functional accountability so customer experience isn't treated as "a marketing thing" Discover why reducing friction matters more than manufactured "wow" moments, and how to tell the difference Learn how customer journey mapping uncovers friction points your team can't see from inside the org chart Understand why agencies should weave customer experience into marketing and sales conversations, not just delivery Learn the two changes Walters recommends every agency make to their own client experience in the next 90 days Discover why tone matters as much as content in contracts, invoices, and other easy-to-overlook client touchpoints

This week on Tapod, we catch up with Matthew Lant – Head of Recruitment and Employer Brand at AFCA, and David Macciocca – Founder & CEO at VideoMy. We dig deep on the AFCA-nites ambassador program, and it's a ripping example of how an EB program comes to life. From targeting specific candidate profiles to telling stories via real internal employees, the results are amazingly successful. We look at the partnership between AFCA and VideoMy and how that generated results that resonated all the way up to the C-suite. In a world where we rely on third-party technology, AFCA now hires over half of their talent from channels they own themselves.Thanks to VideoMy for partnering with us for this episode. 

Martin welcomes back "the Bearded Wonder Man" himself, James Revell, for a wide-ranging conversation on leadership, team culture, and the future of customer experience. Drawing on years of judging national and European contact centre awards, James shares what separates truly great teams from the merely good — authenticity, storytelling, and leaders who empower rather than dominate.The conversation turns to the evolving leadership journey: from early missteps navigating strategy and communication, to mastering the "dark arts" of stakeholder politics and budgets across different cultures. James and Martin also dig into one of the industry's biggest questions right now — how AI and automation are reshaping the contact centre, the risk of losing entry-level talent pipelines, and why customer experience must remain the driver behind every technology decision, not cost alone.Packed with hard-won insight from a leader who's built and led award-winning teams, this episode is a must-listen for anyone navigating team building, leadership, and the future of CX in an AI-driven world.

Send us Fan MailThe world came to North America for soccer—and left talking about free refills, ranch dressing, poutine, barbecue, and a whiskey-drinking raccoon. This week on the Mike and Blaine show, we unpack the funniest and most unexpectedly wholesome stories of international fans discovering life in the United States, Mexico, and Canada during the 2026 World Cup.But this isn't just a recap of tournament tourism; it's a deep dive into core business strategy, tactical marketing, and customer experience (CX). Why do visitors see pure magic in the everyday things locals completely take for granted? More importantly, how can your business leverage its own "ordinary" features to build an unforgettable, viral brand?Mike and Blaine break down how culture serves as the ultimate marketing strategy. In business, your standard operations, unique regional quirks, or basic hospitality touches might actually be your greatest competitive advantage. We share actionable insights on how to avoid becoming a generic, sanitized corporation and instead double down on the unique differentiators that make your brand memorable. Whether it's the psychological impact of a "free refill" or the comfort of hyper-local hospitality, successful companies win by embracing who they are. If you want to learn how to turn your daily routine into a powerful customer acquisition tool, grab a cold beer and join the conversation!Watch on YouTube: https://youtu.be/ZAs79X_0Iz4We want to hear from you! beer@mikeandblaine.comLove the show and want to support us? Visit mikeandblaine.com to buy us a beer!Listen to all our episodes at mikeandblaine.comLearn about:Cash Flow Mike who trains CPAs to provide effective advisory to their clients at cashflowmike.comDryrun Cash Flow Forecasting for the office of the CFO where they get finance teams out of spreadsheets at dryrun.comThanks to our Beer Sponsors: Karen Hairston from 3S Smart Consulting CPA Larry Weinstein, the Cash Flow Cowboy from Houston Texas Neighbor Pat Devin Trey MiltonWatch on YouTube: https://youtu.be/ZAs79X_0Iz4#WorldCup2026 #BusinessBeerAndBS #NorthAmericanCulture #CustomerExperience #Hospitality #BusinessPodcast #FIFA #BusinessStrategy #MarketingStrategy #BrandStrategy #Entrepreneurship #CustomerRetention #McDonalds #HiddenValleyRanch #FIFAWorldCup #SmallBusinessTipsSupport the showCatch more episodes, see our sponsors and get in touch at https://mikeandblaine.com/

Today's episode of the Punk CX podcast features a chat I had with Craig Crisler, CEO at SupportNinja. Craig and I discuss why the CX industry is at an inflection point, why most CX problems aren't actually people problems, how AI is exposing (and sometimes worsening) CX gaps, how new agents will learn in the wake of large-scale automation of many simple and routine tasks, and how more experienced agents will ‘rest' when their work is focused solely on more complex issues, amongst other things. This interview follows on from my recent interview – The NiCE World London Takeover of the Punk CX Podcast Part Two – and is number 596 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.

Want to secure executive buy-in? Stop waiting for a strategic brief from leadership, learn how to pitch solutions that solve your VP's biggest headache.Tired of doing incredible journey mapping work only to realize you still aren't invited to the room where important business decisions are made? In this episode of the Journey Management Playbook, Martin and I break down a highly specific, 5-slide pitch designed to get you a seat at the executive table. Learn how to stop being viewed as just the "journey maps person" and start navigating boardroom politics like a pro.

Jim Farnsworth is Founder and CEO of HiOctayne. He is based in Denver, Colorado. Jim has a long history as a senior leader within and advisor to multiple BPOs and CX experts. He is therefore well placed to comment on why the publicly traded BPOs have seen their share price collapse - and what can these companies do to recover? Publicly traded BPO and CX companies have faced a dramatic collapse in investor confidence over the past few years. Mark Hillary and Peter Ryan open this episode by exploring how AI disruption, falling valuations, short sellers, and weak industry storytelling have allowed analysts and investors to define the future of the sector. Peter then speaks with Jim Farnsworth, founder and CEO of HiOctayne, about why the market increasingly views traditional BPO companies as vulnerable labor-arbitrage businesses rather than growth companies. Jim argues that BPOs need to stop positioning themselves as technology companies and instead demonstrate how they can deliver customer outcomes through a blend of AI, automation, analytics, and human expertise. The conversation also explores whether privately owned firms have an advantage over publicly traded businesses because they can plan beyond the pressure of quarterly results. https://www.linkedin.com/in/jifarnsworth/ https://www.linkedin.com/company/hioctayne/ Summary: Mark Hillary and Peter Ryan discuss the challenges faced by publicly traded BPOs, noting significant losses and declining share prices over the past few years. They highlight the impact of AI on the industry, with companies like Klarna announcing major workforce reductions, leading to a negative narrative. Jim Farnsworth, a BPO industry expert, emphasizes the need for BPOs to redefine themselves as hybrid entities combining human and AI capabilities. He suggests that private equity-owned BPOs may have an advantage due to less pressure from quarterly market expectations and more strategic flexibility. The conversation underscores the importance of storytelling and strategic positioning in the evolving CX landscape.

In this episode, Sakari Kyrö and guest Matt Beran explore how IT can learn from customer experience (CX) principles to improve service delivery, onboarding, and support. They discuss practical strategies like mystery shopping, end-to-end experience, and continuous improvement to transform IT support and operations.Customer obsession in ITMystery shopping for IT supportEnd-to-end user experienceContinuous improvement and 1% ruleAI and automation in IT supportOnboarding and offboarding experiencesCross-industry learning between CX and ITHandling multi-category support challengesMatt BeranLinkedIn - https://www.linkedin.com/in/mattberan/X - https://twitter.com/mattberanResourcesOpen Service Community - https://openservicecommunity.com/

Send us Fan MailWant to see our faces? Watch on YouTube.Trust has become one of the biggest challenges facing contact centers. From spam calls and AI-generated interactions to evolving regulation and changing customer expectations, organisations are having to rethink how they deliver customer experience.In this episode of Cavell Cloud Conversations, Finbarr Begley is joined by Ben Booth, CEO at MaxContact and Barry Tuffs, Chief Strategy Officer at ChorusCX to discuss how AI is reshaping customer service, why trust matters more than ever, and what businesses need to do to balance innovation with transparency and compliance.The conversation explores consumer attitudes towards AI, the role of regulation, the importance of measuring customer outcomes, and why successful AI adoption is about improving processes rather than simply deploying new technology.Whether you're a contact center leader, CX professional, technology provider or channel partner, this episode offers practical insights into the future of AI-powered customer experience.

When Condado Tacos doubled in size in four years, guests started confusing the taco chain for a furniture company. In this episode of Content Amplified, Evan Pardue, Director of Brand and CX at Condado Tacos, breaks down the 18-month brand refresh that fixed it, and why he refuses to call it a rebrand. Evan explains why brand is a business function, not a marketing function, how the team built brand pillars that ladder up into content pillars (including an innovation series with the head chef and the Mystery Marg campaign, which turned a hidden flavor into a guessing game with thousands of guest submissions), and how a scrappy Spotify playlist hack solved a problem the team didn't have a developer to fix. He also shares how leadership pushed the refresh into every touchpoint, from phone trees to finance, and why his boss's metaphor, that everyone was learning new choreography together, is the best description of what change management actually feels like. If you're wondering whether your brand needs a refresh or just needs to show up more consistently, this conversation is the playbook.About EvanEvan Pardue is the Director of Brand and CX at Condado Tacos, a casual dining taco chain with 52 locations across 10 states, headquartered in Columbus, Ohio. He has led Condado's brand and creative teams across social, CRM, and art direction for nearly four years. Before Condado, he worked for a group of Chick-fil-A operators across the Houston metro area. He led Condado's 18-month brand refresh, what he calls the company's "coming out of the closet moment," from first insight through full organizational alignment.Show NotesConnect with Evan on LinkedIn: https://www.linkedin.com/in/evanpardue1/Text us what you think about this episode!

Personalization could transform the future of retirement planning. This week on The Modern Custome Podcast, Jessica Austin Barker, Chief Digital Officer and Client Experience Officer at TIAA, joins Blake Morgan to explore how AI could help people receive guidance that reflects their individual goals, circumstances, and changing paths to retirement. Jessica shares why personalization remains only half solved, how AI could reduce the effort required to explore financial scenarios, and what an AI companion could offer across a customer relationship that spans decades. Listen to learn how AI could make retirement planning more personal, accessible, and easier to understand. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

AI is transforming customer service, but are companies making things worse instead of better? After attending the CX Summit in Cartagena, I share why so many brands are rushing to replace people with AI, and why that strategy could end up driving customers away. From frustrating chatbots to Colombia's biggest service providers, here's what businesses keep getting wrong—and what great customer experience actually looks like. Do you think AI has improved customer service, or made it more frustrating? Let me know in the comments. #bpro #cxsummit #colombiaWatch the video version here: https://youtu.be/3lVvrmR45ysWhere to find meWebsite: cognitivebusiness.news/LinkedIn: linkedin.com/company/cognitive-business-news/Facebook: facebook.com/cognitivebusinessnews/Instagram: instagram.com/cognitive_business/More about Loren Moss: https://lorenmoss.com/writeCheck out my other YouTube Channels:Loren Moss: https://www.youtube.com/@LorenMossCognitive Business Shorts: https://www.youtube.com/@CognitiveBusinessShortsFinance Colombia: https://www.youtube.com/@FinancecolombiaFinance Colombia Shorts: https://www.youtube.com/@FinanceColombiaShortsThe Clerisy: https://www.youtube.com/@theclerisywithlorenmossThe Clerisy Shorts: https://www.youtube.com/@ClerisyShortsEmpleo Bilingüe: https://www.youtube.com/@EmpleoBilingueRead more at Finance Colombia: https://www.financecolombia.com/ Subscribe to Finance Colombia for free: https://www.fcsubscribe.com/ Read more at Cognitive Business News: https://cognitivebusiness.news/ The place for bilingual talent! https://empleobilingue.com/ More about Loren Moss: https://lorenmoss.com/write Contact us: https://unidodigital.media/contact-unido-digital-llc/

Calling empathy a “soft skill” sounds harmless until you see what it does to your customer experience and your retention numbers. We dig into the uncomfortable pattern where leaders say they want people to feel heard and valued, then invest almost all training time in systems, process, and compliance. The result is predictable: frontline teams feel unsupported in the moments that require judgment and compassion, customers sense the disconnect, and both groups walk away.From inconsistent experiences that erode brand trust to the steep cost of attrition and lost institutional knowledge, we connect “soft skills” investment directly to business outcomes. If you're ready to turn customer experience into a winning business strategy, listen now, then subscribe, share this with a leader who owns onboarding, and leave a review with the one “human skill” you want your organization to take seriously.Looking for more help with CX strategy? Contact Experience Investigators -- https://experienceinvestigators.com/contact/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

It's your weekly TA & Recruitment news blast with the Scoop from TaPod. This week we cover all kinds of angles, including fashion brand changes their parental leave program, job ad results in zero applications, teachers striking… and miners striking, Indeed launches Career Scout, another job ad calls for 10 years of Claude Code experience, Deel and Rippling continue to rumble, AI firm calls for masturbation consultants, and much more. Don't forget to check out the upcoming events.Thanks to Indeed for partnering with us to bring you the Scoop.

Every customer service call now produces a measurable outcome, which is exactly why customer experience has become the place where agentic AI either proves itself or falls apart. Most enterprise AI hype centres on generation and productivity. But according to Sneha Iyer, who leads AI value delivery and analytics at Observe.ai, the real test of agentic AI is happening somewhere less flashy, which is the contact centre. In a recent episode of Tech Transformed, host Ravit Jain asked Iyer why customer experience (CX) has become the industry's default stress test and what that means for enterprises still sorting isolated chatbots from genuine AI agents. Iyer has spent nearly a decade watching CX change from manual quality assurance to a blended workforce of human and AI agents. This shift, she says, has quietly rewritten the metrics, tooling, and governance decisions every enterprise leader now has to make.Why Customer Experience Became AI's Testing GroundIyer explains that CX generates more human-AI interaction data than almost any other business function. Every conversation resolves in a clear outcome, resolved or not, retained or churned, and it spans every modality a company touches, from voice to chat to email. Solve AI reliability here, and the lessons transfer everywhere else.What's actually changed, she notes, isn't that AI got smarter; it's that AI stopped just watching and started acting. Where AI agents once flagged patterns in a transcript after the fact, they now issue refunds, verify identities, and book appointments in real time. This has split the workforce in two, namely, AI agents absorb the high-volume, low-risk interactions, while human agents get pushed toward the complex, judgment-heavy calls machines shouldn't handle alone. Old metrics like containment and deflection no longer capture that split; leaders now need blended resolution measures that account for both.Fragmented AI StacksIf you ask most contact centres what their AI stack looks like, you'll find what Iyer calls a "Frankenstein stack": one tool for analytics, another for telephony, another for conversational intelligence, stitched together and barely talking to each other. That setup was tolerable when each tool did one isolated job. It breaks the moment you add agentic AI, because these types of systems depend on shared context to function.Without that context, a customer verified by an AI agent has to repeat everything to the human agent who picks up next, which turns an already frustrating support call into a worse one. Fragmented tools also make it nearly impossible to prove ROI, since every vendor tracks success differently and costs stack with each new integration.This is the case for unified CX platforms: not as a nice-to-have, but as the only way to preserve context across a customer's full journey. Iyer points to "companion agents" as a concrete example of real-time, in-context support for human agents that shows them exactly why an AI agent escalated a call and what happened before they picked up.Build vs. BuyOn the build-versus-buy question, Iyer highlights that building in-house looks cheap upfront and rarely stays that way. Models change every few weeks, which turns any custom build into a permanent maintenance commitment most teams underestimate, including in regulated industries like healthcare and finance, where leaders often assume building keeps data safer. In practice, established vendors have already solved the compliance groundwork, data residency, model governance, and audit trails that a custom build would take months to replicate.Trust, she argues, isn't really about doubting AI's competence. It's the fear of the one catastrophic interaction happening at scale. That's what simulation testing and evaluation frameworks are for, stress-testing AI agents against the hardest, most ambiguous scenarios before launch, not just the easy paths, backed by governance frameworks that can roll back a deployment fast if something breaks.Looking six to twelve months out, Iyer expects three shifts, continued consolidation around unified platforms, evaluation frameworks becoming the real competitive edge (not raw model performance), and pricing models moving from seat-based to outcome-based. Her advice to leaders is to build auditability and governance into your AI strategy now, before regulation forces the issue.Building Customer ExperienceThe throughline of Iyer's conversation with Jain is that agentic AI in customer experience succeeds or fails on infrastructure and trust, not on which model you're running. Enterprises that unify their data, rethink their success metrics, and choose vendors who can prove reliability through thorough testing are the ones positioned to scale AI-driven CX without breaking it. If you would like to find out more about this visit observe.ai or connect with Sneha Iyer on LinkedIn.TakeawaysShift from isolated AI tools to integrated agent systems.Importance of simulation testing and evaluation frameworks.Benefits of unified customer experience platforms.Build versus buy decision in enterprise AI.Future trends in AI-powered customer experience.Chapters00:00 Introduction to Tech Transform and AI Evolution02:01 Sneha Iyer's Role and Background in AI09:35 The Shift in Customer Experience with Agentic AI13:24 The Move Towards Unified Customer Experience Platforms18:55 Build vs. Buy: Navigating AI Solutions in Enterprises20:59 The Cost of AI Maintenance and Vendor Insights22:20 Navigating Compliance in Regulated Industries24:52 Building Trust in AI Adoption30:00 Use Cases Driving AI Value34:31 Future Trends in AI Customer Experience

Jill and Tom open the show reviewing news from the city of Toledo where three members of a family perished in a crossover last week as a result of carbon monoxide poisoning. Little is known at this point regarding the tragedy, except that the vehicle was running with the air conditioning in use. The hosts also discussed recent news that potential EV shoppers no long worry about vehicle range as much as they do home charging. Listen in for why this might be the case. Tom notes that, five years into its run, the Ford F-150 PowerBoost (hybrid) does not seem to be generating as much consumer interest as might have been initially expected. Price may be an issue, or just a general lack of interest in hybrids by large-Pickup buyers. Still in the first segment, Jill reviews the redesigned Mazda CX-5 compact crossover. Has the CX-5 lost some of its "Mazdaness?" Listen in for details. in the second segment, the hosts welcome Jeremy Barnes of Mitsubishi to the show. Jeremy talks about the the maker's updated Outlander compact crossover, as well as its Mitsubishi Motors Momentum 2030 business plan. Mitsubishi plans to roll out a new model every year until 2030 in the U.S. market. Listen in for details. In the last segment, Jill is subjected to Tom's "Is it a VW Trim Level?" Quiz. Listen in to see how she scored.       Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Artificial intelligence is transforming government, but where should agencies begin, and how can they adopt AI responsibly?In this episode of The CX Tipping Point Podcast, Martha Dorris is joined by Jeremy Wilcox, Senior Director for Strategic Solutions at C3 AI and former leader at the U.S. Digital Service, the Department of Homeland Security, and Forrester. Together, they explore how AI is redefining government customer experience and what it takes to successfully implement it across the public sector.Jeremy explains the differences between generative AI and agentic AI, why agencies should focus on people and processes before technology, and how AI can reduce friction, improve productivity, and deliver better outcomes for both employees and the public.The discussion also highlights practical AI use cases in contact centers, human resources, procurement, and finance, while addressing the importance of data quality, governance, human oversight, and change management. Jeremy also shares why agencies should target smart automation—not full automation—and offers insights on avoiding the growing risks of "shadow AI."Whether you're a government executive, CX leader, digital services professional, or simply interested in the future of AI in the public sector, this episode provides actionable insights for building more effective, citizen-centered services.Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

About Christian Giordano: Christian's LinkedIn profile: linkedin.com/in/cdgiordano Website manciniduffy.com (Company) theantiarchitect.com (Personal) Christian's Bio: Christian Giordano is President and Co-Owner of Mancini, a110-year-old national design firm, and the host of The Anti-Architect Podcast.  A trailblazer in the architecture and design space, Christian is redefining the industry by integrating cutting-edge technology and entrepreneurial thinking into a traditionally slow-to-evolve field.  Christian's journey includes studying under the iconic Frank Gehry at UCLA, an experience that profoundly influenced his groundbreaking approach to design and leadership.  As a visionary in the field, Christian treats his century-old firm like a startup, drawing inspiration from the forward-thinking companies Mancini works with, such as Google, Peloton, Disney, and Netflix. His work explores how emerging technologies - AI, automation, and immersive digital tools - are transforming the built world.  Beyond pioneering innovation in design, Christian is dedicated to mentoring the next generation, inspiring them to push the boundaries of what's possible in architecture and technology. SHOW INTRO: "...Today, EPISODE 90… I talk with Christian Giordano President and Co-Owner of Mancini who is also the host of The Anti-Architect Podcast – an intriguing name for a pod especially one hosted by an architect and leader of an architecture firm.  The interesting thing about the podcast title, is that I think it aptly describes Christian's personal take on the practice of architecture and leading a group of creative souls into a new future paradigm one and where technology and social media is reshaping engagement in a corporate workplace and the output of their creative endeavors in the built environment. We'll get into all of that in a minute but first a few thoughts…" *                     *                          *                          * ABOUT DAVID KEPRON: LinkedIn Profile: linkedin.com/in/david-kepron-9a1582b Websites:  https://www.davidkepron.com    (personal website) vmsd.com/taxonomy/term/8645  (Blog) Email: david.kepron@NXTLVLexperiencedesign.com Personal 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 the Retail Studio Principle at Little Diversified Architectural Consulting (Little) and 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.  I caught up with Bryan at the SHOP Marketplace event in Charlotte and chatted about his focus on shaping what comes next in digital signage and experiential design.   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. 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.

Episode Summary Trust is the foundation of every customer relationship. But here's the uncomfortable truth: most businesses assume they have it when they don't. PwC's latest research found that 90% of executives believe their customers trust them highly — yet only 30% of customers actually do. That's a 60-point gap. And it's growing. In this episode, Colin Shaw and Professor Ryan Hamilton from Emory University break down the five rules that are guaranteed to build genuine, lasting trust with your customers. These aren't theoretical — they're drawn from decades of real CX work, rooted in behavioural economics, and illustrated with the kinds of real-world examples that make you realise how often companies (and people) get this wrong. What You'll Hear in This Episode: Why trust is earned, not given — and why that changes everything about how you approach customer relationships The authenticity trap: why trying to appear authentic is worse than not trying at all Why you should always tell customers the bad news early — and why hiding it always costs you more in the end The Fiverr story: how a supplier destroyed trust before they'd even started the job Why consistency and reliability are not soft values — they're heuristic signals that your customers use to judge whether they can trust you for the things that really matter How the "emotional bank account" works — and why you need to be in credit before something goes wrong Quote of the Episode: "The danger is people will be too strategic about authenticity. The point is not to act like you're authentic. The point is actually to be authentic." — Professor Ryan Hamilton, Emory University Resources Mentioned: Connect with Colin Shaw on LinkedIn: https://www.linkedin.com/in/colinrjshaw/ Connect with Professor Ryan Hamilton on LinkedIn: https://www.linkedin.com/in/prof-ryan-hamilton/ Beyond Philosophy website: https://beyondphilosophy.com PwC Trust in Business Survey: https://www.pwc.com/us/en/library/trust-in-business-survey.html About the Hosts:  Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn.  Subscribe & Follow  Apple Podcasts Spotify

This live recording from Cannes brings together top names from SharkNinja, CVS Media, Mars Petcare, and Def Jam to talk about the reality behind the festival buzz. Jake Finch from SharkNinja explains why every product must pass the "mom test" and how their customer service team earns a seat at the design table. Kristen DiCorleto from CVS Media Exchange discusses the movement toward experiential marketing and why transparency in data is the only way to build lasting loyalty.The conversation moves into the world of creators with Jessica Serrano from Bagel Brands, who argues that the illusion of brand control is often a barrier to genuine engagement. Edwin Padilla from Mars Petcare shares how they use AI to scan pet health and why creativity should be part of every business strategy. Finally, Dr. Charlene Thomas discusses the necessity of professional balance and why marketers must get out of the office to understand their audience. These leaders offer a unique perspective on navigating a fragmented market while staying true to the core mission of serving the customer.Themes:Winning one five-star review at a time with SharkNinjaUsing loyalty data to build omnichannel experiences at CVS Media ExchangeWhy brand control is an illusion for Bagel BrandsSolving pet health problems with image recognition at Mars PetcareWhy every product needs to pass the "mom test" at SharkNinjaTaking the store to the sidewalk with CVS Media ExchangeThe value of reverse mentorship for young talent at Bagel BrandsBuilding a culture of trust and mission-led work at Mars PetcareEpisode Chapters:00:00:32 Jake Finch on the human side of CX at SharkNinja00:00:40 Leveraging loyalty data for customer trust at CVS Media Exchange00:01:33 Redefining the creator relationship at Bagel Brands00:02:38 Passing the "mom test" for product launches at SharkNinja00:03:01 Why leaders need "reset weekends" to avoid burnout00:03:24 The rise of experiential marketing moments at CVS Media Exchange00:04:22 Deploying AI to scan pet health indicators at Mars Petcare00:07:55 Using AI for conversational guest research at Bagel Brands00:08:56 How artists act as niche marketers in a fragmented worldEpisode Highlights:01:33 Why Letting Go of Brand Control is a Strategy Jessica Serrano talks about the changing relationship between Bagel Brands and social creators. She discusses the risk of over-scripting partnerships and what happens when the audience holds the mirror.02:22 The Product is the Only True Advertisement Jake Finch explains why SharkNinja focuses on the physical item over flashy slogans. He shares how their customer experience team ensures every launch meets a specific family standard.03:01 The Power of the Reset Weekend Dr. Charlene Thomas shares why even the most successful leaders need to step away from the data. She talks about the impact of napping and space on professional productivity and creativity.03:24 Bringing the Store to the Sidewalk Kristen DiCorleto discusses why CVS Media Exchange is moving beyond traditional digital ads to create physical brand moments. She reveals why experiential marketing is outperforming standard retail models.04:22 Using AI to Solve the Most Human Problems Edwin Padilla highlights a specific digital tool from Mars Petcare that provides instant health insights for pets. He describes how image recognition technology creates a "magic" moment for owners.05:28 Turning Negative Moments into Brand Loyalty The "good call" concept at SharkNinja aims to remove friction for every buyer. You will hear how small gestures of delight can transform a service failure into a lifelong fan.Support the show

Marketing is different than it was five years ago, especially now that AI is firmly entrenched in so many communities. Kiera talks about how AI, online reviews, and local trust are more important than ever, and what you and your practice can do to keep patients coming your way. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: Kiera Dent- Dental A Team (00:00) Hello, Dental A Team listeners. This is Kiera, and I hope you're having a great day. I am having a great day. I love being in office with offices. I love working with practices. I love being with our team. I love seeing my team elevate and grow. I love watching and seeing just wins. I love hearing how our clients are doing. I love to see the wins our clients are getting. Honestly, dentistry is so great and it's fun. It's fun to see the evolution of the Dental A Team. I remember when I started this, there is no way, shape, or form that I honestly thought.   That we would have this many clients that I get to celebrate and love on and just rally to see them hitting production goals that they never thought they'd do, having profitability, working through leadership team issues, ⁓ revamping what they believe is their why and their power. very invigorating to see offices wanting to possibly sell to a DSO and then finding other alternatives, having offices sell to DSOs, having offices bring on partners and associates. To me, that is one of the most like   rewarding parts of owning Dental A Team is to see so many people and to get to be friends with so many of you and to truly watch I would say like the good guys and girls win. And ⁓ my job and our company's mission is to truly like your success is our passion. So I'm excited. I hope that you're excited. I hope you remember the dentistry. We're so lucky to be a part of dentistry. We get the most incredible job and it's it's not just a job. I think it's a life changing experience we all get to be a part of. So today I just want to kind of like dive into like   AI reviews and ⁓ trust are genuinely kind of changing how patients choose their dentists. And I've been watching this and we've been talking about it within our private doctor communities and ⁓ just recognizing that the world's changing on how people are picking dentists now and how are they finding you? And this is a little ⁓ I feel local. So some areas are gonna have more AI influence versus other areas are possibly going to have less AI influence.   But I think for all of us to just kind of figure out like how are patients choosing to go to the dentist? How are patients coming and picking dentists? Cause I do believe that marketing and the AI, it's different than it was five years ago. So I'm also finding that patients truly have already figured out who they're probably gonna call before they even call you. So like they're gonna determine do they trust you or not before they even make that first phone call. And before I used to feel like we could win them over, and I still believe we absolutely can, but a lot of it's already coming. And so it's coming before they talk to you.   And it's more than just having a website. It's you gotta be able to build that trust online with your patients before they even walk through the door, before they even want to make a phone call with you. So I just want to talk about like how is AI changing behavior, why our reviews like genuinely matter, how things are changing over there, things are shifting. there's some new algorithms if you're not familiar with how Google is switching it up for us, and really just trying to give you guys some preps because I believe that there are maybe some possibly three areas for a practice to focus on to really like   be the choice of your community. So we're big on making sure that we work. We work across the globe. We work across the nation. So seeing practices and how patients are making decisions from small boutique country villages to very metropolitan cities to places where there's not even like more than like five team members to choose from, to little isolated islands out in the Caribbean, you name it, we've seen it all. And so just really trying to help offices ⁓   look at things differently and to be observant. And so I want you guys to to realize that there's still ways to stand out. I think there's still ways for us to make big influences. And right now, AI is so new that we don't know all the ways of how it's working. And so just giving some tips and ideas to kind of have that healthy conversation of what is the innovative way for practices as of today, knowing that it could shift and change. But I believe that when we're on the cutting edge and we're being attentive to this, we're trying to stay   as up to date as possible without like killing ourselves off, I think is very important and very astute as CEOs. they have the phrase innovate or die. And I believe the practices do need to innovate. We do need to be on top of this. Otherwise we will get ⁓ dated very quickly. So ⁓ I think what was happening is patients are they used to rely a lot on referrals and I still think that that is a piece of it. But I will say it's a referrals and then it's a verify.   So they're verifying referrals. They're looking to see, hey, my friend told me this dental office. I'm gonna go double check it. And the way I'm gonna double check it is I'm gonna go read the reviews. I'm gonna check their website. I'm gonna look at social media. I'm gonna search online. Do you how many people are looking? Like you guys, I just went on a trip. I asked Chat GPT. I said, build me out the best hotels, the best locations. So people are starting to use AI. It's not all algorithm from the reviews and different pieces. It's pulling from that, but it's also not there. So we're kind of all looking like AI tells me this and I'm gonna go check the reviews. So   We're starting to have a lot more pieces to that. And so I really do believe like your online presence is a lot of times the exact first impression. And we're looking at evaluating trust before they come in and they're going to like evaluate your treatment. So can I trust this? Do they have a good online presence? And I know that that's annoying because not all the best practices are the ones with the highest reviews. However, society and for years of training of five stars, we're starting to learn that that's what we trust.   So I believe that there can be two practices side by side, similar services. One has recent reviews and online engagement and like very clear online presence. The other one hasn't updated anything in years. Patients are gonna look at both of those side by side and they're most likely probably gonna choose the one with the great reviews. Even if they're identical practices, even if they do the great same dream, even if the one who doesn't have a strong online presence is better, people don't know that. And it like you have to be present, you have to be winning online in order for people to want to come and work with you. So   For me, it's you've got to make sure you're building that trust online. You've got places where people can see you. And we have to remember different types of buyers are going to look at this differently. So if your demographic and population is going to be a more senior patient base, you might still be newspaper flyers, ⁓ having webinars, CE, things like that, where you're in person with them more. If your demographic is anything of like 60 and younger, they're probably online. not all the 60, like from the 50 to 60 range, that's still variable.   But anyone pushing that 50, they are in that realm where they have been trained with reviews and looking online and things like that. So, and regardless if your patient base is older, you have to remember that next wave of patients coming that are probably going to be your patients long term. They are that younger generation. So people don't want just recommendations anymore. They want confirmation. Like I want to trust. I think that in the world of AI where people are really questioning what's real, what's not real.   We're asking for referrals. We're verifying online. We're trying to put all the pieces together because we're inundated with so much noise that people are really trying to sift through the noise to figure it out. So ⁓ I think if you one one call to action on that is like re review your online presence this week as if you're a brand new patient. What's our social media look like? What are our reviews saying? When was our most recent review? What's our worst review? It's okay to have a bad review. Like it truly is. How you respond to that bad review is actually going to weed out patients and it's also going to show people a lot about you.   It's okay to not have the best reviews. It's not okay to have a lot of bad reviews, but it is okay because guess what? Everybody goes on there and the first thing we do is we look for the newest and then we go for the worst. We want to see, we want to see what happened. That's what's also going to make you stand out is real. I don't want you having a lot of bad reviews, but it's okay if you do. It just depends on how you respond and also pay attention. Are there things that you can fix and change with those reviews? Sometimes even calling those patients can help with those reviews. But look at that, see, go ask people to like type into Chat GPT.   Go do it on your own. See if you pull up, see where things are at. Are you the most recommended dentist? Look at those items. If you're not pushing like five, six, seven, eight hundred reviews right now. A lot of people are going to gloss over because there are other dentists that are going to whoop you because they've got like they're going to beat you in the race because they have more reviews than you. So that leads into our second thing of reviews really are becoming word-of-mouth marketing. And they're not just nice to nice to have anymore. They truly are like part of the patient experience. And so   You've got to have consistent review generation. You've got to have reviews that are talking about patients' stories. You got to have team involvement asking for feedback. Now, a latest update with Google algorithm is if they have the team member's name in there, they're starting to like disqualify some of those. I did have a practice tell us that they lost like 15 reviews in one day. Now, this feels a little weird to me, and I hope Google's listening. Not that I think they care about Dental A Team podcast, but I hope they do. Because to me, I'm like, I actually want patients to talk about.   their team. I understand that there's ways that we can gamify the system and we can like have our team members try to get their names and reviews. However, a lot of people are going to talk great about it. So in our mastermind, we were talking, we do have a dentist who has over 1500 reviews and she said where she's actually getting the reviews is right at the end of the appointment when they're checking out. They are asking for reviews right then and there and the text message is going to that patient while they are still in the practice. And people are like, we don't want that. Like they're busy on that. And I was like, guys, she has 1500 reviews.   I think she's got something going really, really well for her. She's figured it out. She's doing an incredible job and they're going for it. So this is something where like mistakes on reviews are where we only ask occasionally. You've got to be very consistent. We've got to be asking every single time. ⁓ we don't want reviews to be an extra task. Like, we don't want to ask for reviews when there's a problem. We're like once in a blue moon. You've got to have a steady stream of consistent reviews coming through. I love Swell. Swell's been one of my best best.   Review generators across the board. I've tried tons of them. I personally love Swell. You guys can tell them Dental A Team sent you. We still get like OG back at the very beginning when Zeke and Kiera met when we were just babies building our businesses. And Zeke still honors that pricing over there. So definitely would recommend them. It's Swell ⁓ dot I think it's CX. It's been a while since I've said their website, Swell dot CX. sorry, Sw Swell CX.com, I believe is their website. And   Head on over there, the SwellCx.com, let them Dental A Team sent you. It is truly one of the absolute best review places, but putting it right then and there, asking for it, having them go through. Some people use their computer softwares. Regardless, you need to be attracting and getting reviews on a consistent basis. And I'm talking like one, two, three, four, five a day. Yes, I said a day, because think about it. If you have two hygienists, if you've got four hygienists, if you've got six hygienists,   We are seeing eight patients a day. So minimum you're probably seeing 16 patients a day on hygiene side. Doctor side's probably pulling in at least eight more. You're seeing like 30 to 50 patients per day on a low end, up to like 100, 150 on a high end, even up to 200. Pediatric, you're seeing a ton. So think about if we're only getting like even 5% of those patients are leaving a review. That's a very small amount that I believe that we can all get trickling in there. So reviews.   At scale, they are going to build trust. So think about it: the best restaurants, the best thing, but be a practice that's review-worthy. We've talked about this on so many other podcasts. We can link some of those for you. But make sure that your practice is doing an incredible experience because you want to have a consistent review process instead of hoping that reviews will happen naturally. You've got to be asking for it. And I know that that's annoying, I know it's awkward.   Do believe me. Do you think I like coming on here and be like, hey guys, leave us a review? So if you want to feel good about a review, go leave us a review. Give five stars on Dental A Team, give five stars on our podcast. It feels good to leave reviews. And so that way you can also feel good asking for it. And it's something where just like working out doesn't feel good at the beginning, but then it feels real good. This is just asking people to like share their great experience with the world about you. There is nothing wrong. If you've done a great service, ask those people to share about it. It's a great way for more patients like them to find you.   So that's gonna be like step two. And then step three around that is going to be like, I do believe that local trust is becoming a very big competitive advantage. So technology is growing, AI is growing, but I still believe that like trust still wins and having local people and consistent people like building that local trust. So having those reviews, having those referrals, having raving patients. I just came from an office. I'm so proud of them. They've grown from four ops into 15 ops, and now they're looking to add on to 25 ops. So   it's only been a couple of years. I think we've been together about four and a half years. So really fun. And to see them, they're getting patients looking at their reviews, having people tell them that they're a great dentist and they want to go. But it's just a consistent patient experience. It's community involvement, strong referrals, team consistency, follow-through. And I'll say just being good humans, like treating patients like humans. ⁓ patients, I believe they want confidence, they want connection, and they want credibility and they want to know that you're you're authentic.   Again, we talked about there's so much out there that's not authentic. We've got so many people and it's like, what's real? I went, I was doing a gym photo shoot and they're like, pick photos that you like. And I showed my trainer which ones and she's like, Kiera, you picked all AI photos. And I was like, Well, shoot, that's not even fun. Like, we don't even know what's real or not real. Things look so real and they're not. So people still want to know that it's real and authentic. And so having a great patient experience, having it where you're involved in the community, ⁓ being the dentist that the community chooses, being a part of things.   Being a human, having authentic connection to your patients, giving them confidence and having a team that really backs you is, I believe, a lot of great ways for you to still be competitive, even in spite of a world that's so, so advanced in technology. ⁓ and I really do believe that private practices have a huge competitive advantage of treating people like people. ⁓ I think it's like the Ritz-Carlton's tagline is ladies and gentlemen serving ladies and gentlemen. Like, what if it was like,   Dental professionals serving, like human beings serving human beings. We're just here to serve them and to love them and help them have this amazing experience at a place where most people don't even enjoy being. So I believe that technology might help patients find you. I believe that trust, connection, consistency, continuity is what's going to help them continue to choose you long term. And I want you to remember that just because a patient's been seeing you forever doesn't mean that they're with you forever.   I do believe that every time they come to you, it is an opportunity to rewin their trust to bring them in, to help them, to help them see that this is ⁓ the the best decision that they could ever make. So really truly you've got to be visible because visibility gets attention, the trust, the connection, the community, it keeps the patients with you. So look at your practice and see like, what are we doing every week to build trust with our patients? How are we making sure that we're genuine and authentic? What is that our culture? Is that what we preach?   go read the reviews, see what people are saying about you, ⁓ look to see where people are referring and just be good humans. Like I I know that seems so silly, but be a great human goes a long way. I think it's starting to become the currency that people are looking for of being kind, being considerate, being connected, being authentic. ⁓ so again, remember patients are looking for that proof before they even make the phone call. So you've got to be visible, you've got to have reviews, you've got to have things out there. ⁓   Reviews are like your modern word of mouth. So they're gonna read, people are gonna look at it, they're going to see. And then having that local trust, that community connection can be a great differentiator. So that's a great way to stand out. It's a good way for people to talk. Have your care to share cards, give them to people. We had podcasts on that. Like remind people to share you with their friends and their family because I still believe that referrals are one of the fastest ways to grow your practice and be the dentist that people want to refer. I think that that's probably my like final line. Like   Be the dentist, be the dental practice that people want to refer to. And I think if that's your mantra, that's your mindset, you're gonna win every single day. I wanna be the dental consulting company that people refer to. I wanna be the consulting company that when you need help, you think about us. I wanna be your best friend in the industry. I wanna be the person that you can count on to always give you non-filtered advice to truly give you the best of the advice. I will constantly be elevating myself and I wanna be that person for you. I wanna be the dental consulting company that dentists choose and the teams choose, ⁓ that they trust that they know that are gonna take care of them.   And I hope that you want to be the dental practice that your community chooses. So go out because really you can continue to win patients over. AI is coming in, technology's coming in. You've got to be visible. It's non-negotiable. You have to do it. It's just what it is. You got to check yourself there. You've got to be present there first. And then you got to make sure that that what we say online is what we really do. And in person is actually better than out there. If we can help you guys, this is what we do. We improve patient experiences, we improve.   How to ask. We help get your teams on board to ask for those reviews. we help make it very fun for teams and for owners. So reach out. I'd love to help you out. As always, guys, don't fall behind. Innovate or die. Be the dentist that the community chooses. Be the dentist that you're proud of. Be the practice that you're proud of. ⁓ be authentic to you, but make sure that you're visible because I would hate for somebody who's not as great as you.   Just because they have a stronger online presence, patients are going to them when I know you're the better dentist. I know that you have the great hand skills. And I'm not here to pit dentists against each other. I'm here to say, I want the best dentist, which is you listening, to win. You're the best dentist, you get the best treatment. Patients only have 32 teeth, and most of the time they only have 28. And I want those 28 teeth to be taken care of for as long as possible from the best dentist. And that's you. So get yourself visible. You have an obligation to share yourself with other people because they deserve to have the best clinician. They deserve to have that.   Get the review so people know about you, post on social media, and then make sure that you've got a great connection and a great community. If we can help you out, reach out. I'd love to help you. Like I said, I want to be the dental consulting company that you choose, that you share with. And I believe that that's how most of our practices feel about us. So come be a part of it. I'd love to have you be a part of us. Hello@TheDentalATeam.com. And as always, thanks for listening. And I'll catch you next time on the Dental A Team podcast.  

In this episode, Dave takes a close look at the rise and fall of Pharmapacks, one of the largest Amazon sellers in the world back in 2016. For e-commerce sellers, this is more than a sad business story; its a reminder of how the mix of scaling, investors and thin margins can turn into danger really quickly.  Thinking about taking some risk off the table? Or are you looking at taking an extended break from e-commerce in general? Know what your e-commerce business is worth with Quiet Light Brokerage. More Staffing connects ecommerce founders to top Filipino talent across supply chain, operations, CX, marketing, finance, and creative. More Staffing helps you build a team with real depth, at a cost structure that makes it viable for a brand at any stage. Check out More Staffing today to get all of your open positions filled for Q4. Timestamps 00:00 - Introduction to Pharmapacks and its significance 00:29 - Pharmapacks' rise to the largest Amazon seller in 2021 00:59 - What happened to Pharmapacks and its bankruptcy in 2022 01:42 - The business model and early success of Pharmapacks 03:05 - Market environment in 2016 and the reselling boom 04:02 - Investments and growth fueled by private equity 06:26 - Impact of COVID on Pharmapacks' revenue and operations 07:19 - The attempt to go public and market collapse 11:12 - Factors leading to Pharmapacks' collapse and high overhead 14:38 - Post-bankruptcy and current status of Pharmapacks 15:32 - The liquidation of Pharmapacks' assets and lessons learned 20:22 - Key takeaways for e-commerce sellers and strategic insights Resources Mentioned Quiet Light Brokerage More Staffing Packable - 3PL Services As always, if you have any questions or anything that you need help with, leave a comment down below if you're interested. Don't forget to leave us a review on iTunes if you enjoy our content. Thanks for listening! Until next time, happy selling!

How to Build the Teams That Make Customer Experience Stick Episode 262 of the Customer Service Revolution Podcast Launching a customer experience initiative is one thing. Building the internal structure that keeps it alive is another. In this episode of the Customer Service Revolution Podcast, John DiJulius continues his conversation with Dave Murray, Vice President of The DiJulius Group, about the stakeholders required to successfully launch and sustain a customer experience transformation. They focus on two groups that can determine whether a CX initiative becomes part of the culture or quietly disappears: the customer experience steering committee and CX ambassadors. Dave explains who should serve on a CX steering committee, how often the group should meet, what responsibilities it should own, and why representation must extend beyond customer-facing departments. John and Dave also explore how frontline employees can become influential CX ambassadors who reinforce standards, build peer-level support, and help organizations identify future leaders. Related:  Building an initiative that lasts Why a Customer Experience Steering Committee Matters A CX steering committee serves as the governing body of a customer experience initiative. The group helps select workshop participants, shape implementation priorities, review ideas, approve realistic next steps, and turn workshop content into usable training materials, playbooks, standards, and tools. The strongest committees include representation from both customer-facing and support departments. Sales, customer service, operations, training, finance, accounting, logistics, and other internal service providers all influence the experience customers ultimately receive. The committee must also be able to evaluate what can be implemented immediately, what requires additional technology or funding, and what should be scheduled for a later phase. Who Should Serve on the Committee? Most steering committees include managers, directors, department leaders, training professionals, and employees who understand how work moves across the organization. Members do not need to meet constantly. During normal periods, a monthly virtual meeting may be sufficient. During rollout or content-development phases, the group may meet weekly until key deliverables are complete. The goal is not to add another meeting. It is to create accountability for the customer experience. How CX Ambassadors Build Frontline Buy-In CX ambassadors are often frontline employees who participated in the original customer experience workshops and want to remain involved. They may not hold formal leadership titles, but they have influence among their peers. They understand the initiative, believe in its value, and can explain how it will improve the experience for customers and employees. Ambassadors help communicate what is coming, reinforce new behaviors, identify obstacles, share best practices, support individual locations, and keep the initiative visible after the formal rollout. John and Dave also explain why organizations should consider including respected skeptics and informal influencers during the development process. When these employees understand the purpose behind the initiative, they can become some of its strongest advocates. Related: How to get company wide buy in CX Ambassadors Should Support, Not Police One warning from the episode is especially important: CX ambassadors cannot become the "gotcha police." When ambassadors visit teams only to identify mistakes, the program becomes associated with punishment rather than improvement. Effective ambassadors recognize what employees are doing well, provide constructive coaching, replenish resources, answer questions, and help teams succeed. Their role is to support the culture, not inspect people into compliance. Customer Experience Has No Finish Line The most successful organizations continue meeting after the initial initiative has launched. Steering committees should review customer experience metrics, recognize employees, update standards, identify emerging service defects, and ensure CX training remains embedded in onboarding and leadership development. Ambassadors should continue sharing observations, comparing results across teams or locations, and identifying practices that can be adopted throughout the organization. Customer expectations, internal processes, technology, and business models change. Customer experience standards must evolve with them. CX Programs Can Help Identify Future Leaders A strong CX ambassador program creates another valuable result: it reveals which employees are ready for greater leadership responsibility. Employees who volunteer, coach peers effectively, reinforce standards, and take ownership of the experience demonstrate many of the behaviors required of successful leaders. Organizations can also reduce the number of accidental managers by allowing aspiring leaders to experience leadership training before they are promoted. This gives employees a realistic view of the responsibilities involved and helps companies evaluate more than technical performance when selecting managers. Key Takeaways A customer experience steering committee should govern the initiative after the initial workshops and rollout. The committee should include customer-facing departments and internal support functions. Steering committees translate ideas into realistic standards, training materials, playbooks, and implementation priorities. CX ambassadors are often influential frontline employees rather than formal managers. Employees who are skeptical of change may become powerful advocates when included early. Ambassadors should coach and support employees, not operate as compliance police. Monthly meetings help steering committees and ambassadors maintain momentum. Customer experience materials should be treated as living documents and updated as the business evolves. Ambassador programs can help organizations identify and prepare future leaders. Customer experience is an ongoing operating discipline, not a temporary project. Quotes "The steering committee becomes the governing body of the project." "We want to have cross-departmental representation because that is the group that shapes the project." "The primary thing ambassadors do is take that message back to their teams." "Sometimes the people who do not like change become advocates." "We do not want ambassadors looking only for the bad stuff and ignoring the good." "When it comes to customer experience, there is no finish line." "This is who we are as an organization, and we need to keep the focus on it." "Everything they have created is treated as a living document." "A customer experience ambassador program can help identify your future leaders." "Organizations often promote people without looking at the soft skills required to lead." Chapters 00:49 — Recapping the Six Customer Experience Stakeholders 03:23 — The Role of the CX Steering Committee 05:08 — Who Should Serve on the Committee? 06:46 — Time Commitment and Meeting Structure 08:25 — Creating a CX Ambassador Program 10:51 — Why Ambassadors Are Usually Frontline Employees 11:18 — Turning Skeptics Into Advocates 12:26 — Ambassador Best Practices from Financial Services 13:55 — Avoiding the "Gotcha Police" Problem 15:22 — Building a Regional Ambassador Network 17:04 — How to Maintain Buy-In and Momentum 18:08 — Why Consistent Meetings Matter 20:54 — Developing CX Knowledge Across the Organization 22:32 — Keeping Customer Experience Standards Current 24:28 — Using CX Programs to Identify Future Leaders 25:46 — Preventing Accidental Managers 27:05 — Leadership Training Before Promotion 28:11 — Helping Employees Decide Whether Leadership Fits 30:29 — Final Thoughts   Links: Storytelling blog:  https://thedijuliusgroup.com/how-to-be-a-more-effective-leader-by-learning-the-best-way-of-storytelling/ ROX Dashboard:  https://thedijuliusgroup.com/rox-dashboard/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Jessica Pleffken is the founder and CEO of Pleffken & Marvulle Marketing. Ana Marvulle is co-founder and managing partner. Jessica and Ana both have a long history working inside CX and BPO companies and now their specialist marketing company advises companies working in the CX environment. Both Jessica and Ana are based in São Paulo, Brazil. Jessica and Ana explain why the traditional separation between marketing and sales no longer works. BPO buyers now conduct extensive research before contacting a provider, using LinkedIn, client referrals and AI platforms such as ChatGPT, Claude and Perplexity to compare companies and build shortlists. Marketing must therefore do more than generate leads: it must establish trust, demonstrate operational capability and ensure that the company presents a clear, consistent and credible story across its website, content, sales materials and public reputation. The conversation explores how sales, marketing and operations can work as a single growth system with shared priorities and metrics. Jessica and Ana also argue that BPO companies need stronger client advocacy, genuine case studies and evidence of results rather than generic claims. Their final advice is simple: write for customers rather than industry peers, avoid unnecessary jargon and explain clearly what the company actually does. In an AI-driven buying environment, the providers that communicate with the greatest clarity and credibility will be the easiest to discover - and the easiest to trust. https://www.linkedin.com/in/jessicapleffken/ https://www.linkedin.com/in/ana-carvalhom/ https://www.linkedin.com/company/pleffken-marvulle-marketing-bpo https://www.linkedin.com/pulse/one-outsources-company-theyve-never-heard-jessica-pleffken-hosti-1na9f/ WhatsApp Summary: Mark Hillary and Peter Ryan discuss the evolving landscape of customer experience (CX) and marketing in the business process outsourcing (BPO) industry. They highlight the importance of integrating marketing and sales due to changes in client behavior, particularly the increased use of AI for shortlisting BPOs. Jessica Pleffken and Anna Marvulle from P&M Marketing in São Paulo emphasize the need for a unified growth system, shared metrics, and simple, clear communication to build trust and credibility. They stress the importance of aligning marketing and sales strategies, understanding client needs, and maintaining consistent messaging to enhance brand reputation and client acquisition.

What if getting rid of customers quickly is actually bad for business? That's the case Pasquale DeMaio, VP of Amazon Connect Customer, makes on this week's episode of The Modern Customer Podcast. His point: if your AI strategy is built around deflection, you're not saving money—you're handing customers straight to your competitors. We also dig into how deterministic and agentic AI work together, and why AI should make people's jobs better, not just shorter conversations. This episode is sponsored by Amazon Web Services. Click the link to learn more: https://fandf.co/4fu6tAd #sponsored #AWS #AmazonConnect #amazonconnectcustomer #CCWVegas Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

How much of your marketing and CX investment is being undermined in the final mile by a sales conversation that goes off the rails?Agility requires our customer-facing teams do more than recite a script; they need the situational awareness to navigate complex conversations in real time. This capability isn't just a sales skill—it's a critical component of the overall customer experience.Today, we're talking about the gap between traditional sales training and real-world performance. Most reps forget the majority of what they learn, and classroom theory often fails to prepare them for the pressure and unpredictability of live buyer interactions. We'll explore how AI-powered simulation is moving beyond static role-play to create deliberate practice environments where teams can build the muscle memory needed for high-stakes conversations.To help me discuss this topic, I'd like to welcome, Sam Dorison, Co-founder and Chief Executive Officer at ReflexAI. About Sam DorisonSam Dorison is the Cofounder and CEO at ReflexAI. An expert in artificial intelligence strategy and product deployment, Dorison has been involved with AI-powered products in industries ranging from mental health to cybersecurity to smart cities. Before launching ReflexAI, he served as Chief Strategy & Innovation Officer at The Trevor Project, the world's largest suicide prevention and crisis intervention organization for LGBTQ young people. There, he published 5 peer-reviewed articles on mental health and oversaw teams including crisis services, training, research, technology, and finance. Dorison previously worked at McKinsey & Company and Harvard Kennedy School. He graduated summa cum laude and Phi Beta Kappa from Princeton University's School of Public and International Affairs. He also holds an LL.M. from Cambridge University and a master's degree from University College London, both as a Marshall Scholar. Beyond ReflexAI, Dorison is heavily involved in causes that support families impacted by cancer. Dorison lives in New York City with his husband. Sam Dorison on LinkedIn: https://www.linkedin.com/in/samdorison/ ---------- Resources ---------- ReflexAI: https://www.reflexai.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873fChaser is the only Slack-native project management platform that helps teams turn messages into tracked tasks, automate follow-ups, and maintain team-wide visibility, without adopting another tool. Now integrated with Claude and other generative AI tools, Chaser is the only platform that brings AI-powered project management into Slack, where teams already work. Chaser is based in Toronto, Canada. Learn more at trychaser.com.The most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.