Podcasts about CX

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Play Episode Listen Later Jul 19, 2026 25:33

This week on Tapod, we catch up with Emma Cassidy, Group Head of Talent Acquisition & Workforce Solutions at Ampol. We hear a lot about transformation, but in Emma's own words it's been ‘A huge year of transformation for Ampol'—in this episode we focus in on the contingent workforce. From knowledge retention to classification to visibility to a new career website to employing a new model to workforce redesign to task intelligence to working collaboratively across the business, what we see is a true transformation success story and a blueprint for other Talent Teams to follow.Thanks to Greenhouse for partnering with us this month.

Trust Podcast v3

The Intuitive Customer - Improve Your Customer Experience To Gain Growth

Play Episode Listen Later Jul 18, 2026 26:22

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

world trust marketing new york times professor cnn shaw financial times pwc emory university fiverr cx ryan hamilton goizueta business school colin shaw beyond philosophy llc

Cannes Lions Edition 2026: Part 2 – Marketing in the Age of Disruption

TIME FOR A RESET

Play Episode Listen Later Jul 17, 2026 65:40

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

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Sunday Q & A. Is the courier Exchange a Con?

Pete the Courier Drivers Sunday Q & A.

Play Episode Listen Later Jul 17, 2026 18:38

It's promises the earth and doesn't definately deliver. So is the CX a con or is it what it claims to be?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

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#1,177: In 2026, Choosing a Dentist Works Differently. Here's How to Keep Up.

Dental A Team w/ Kiera Dent and Dr. Mark Costes

Play Episode Listen Later Jul 16, 2026 18:43

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.

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E652: How Amazon's Largest Seller Went Bankrupt

The Ecomcrew Ecommerce Podcast

Play Episode Listen Later Jul 16, 2026 23:37

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!

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262: Who Really Owns Customer Experience? (part two)

Customer Service Revolution

Play Episode Listen Later Jul 16, 2026 31:55

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.

books building sales vice president employees ambassadors momentum chapters committee recapping organizations customer experience owns financial services cx steering dave murray john dijulius dijulius group

Jessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of

Play Episode Listen Later Jul 16, 2026 44:52

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.

ceo ai marketing brazil chatgpt never heard cx perplexity bpo peter ryan bpos both jessica outsources

Big UC Update: Gamma's Managing Director Will Morey on AI, the Channel and Why Simplicity Wins

UC Today - Out Loud

Play Episode Listen Later Jul 15, 2026 30:13

In this episode of the Big UC Update, UC Today's Christopher Carey sits down with Will Morey, Managing Director at Gamma, for a wide-ranging conversation on the state of the channel, the rise of AI, and what it really takes to deliver technology that works for SMEs.Will shares his journey from selling diesel to farmers to leading Gamma's channel business, and unpacks why the biggest opportunity in the industry right now isn't a product - it's helping customers figure out how to make AI actually work for their business.Topics Covered Include:Gamma's channel-first go-to-market and partner ecosystemWhy AI should be treated like electricity, not a productThe "iceberg model" — what sits below the waterline with GammaData sovereignty, compliance, and why they're suddenly front-of-mind for SMEsThe PSTN switch-off, CX, and what's next for the UC industry

ai managing directors simplicity smes cx uc gamma morey unified communications uc today

Deflection Is Dead: Why Customer Engagement Is the New Goal

ai cx amazon web services customer engagement new goals deflection

Play Episode Listen Later Jul 14, 2026 9:10

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

La OBSESIÓN por la AERODINÁMICA: ¡El muro invisible!

El Garaje Hermético de Máximo Sant

Play Episode Listen Later Jul 14, 2026 20:04

¿Por qué los coches modernos se parecen cada vez más entre sí? ¿Se han quedado sin ideas los diseñadores o existe una razón técnica detrás de esas siluetas redondeadas, parabrisas inclinados y líneas cada vez más suaves? En este vídeo exploramos uno de los factores más importantes, y a la vez más desconocidos, de la ingeniería del automóvil: la aerodinámica. Una disciplina que lleva más de un siglo condicionando el diseño de los vehículos y que hoy, gracias a la llegada masiva del coche eléctrico, ha recuperado un protagonismo absoluto. Todos los automóviles, desde los primeros carruajes motorizados hasta los modelos más avanzados de la actualidad, tienen un enemigo común: el aire. A velocidades bajas apenas supone un problema, pero a medida que aumenta la velocidad, la resistencia aerodinámica se convierte en la principal fuerza que limita las prestaciones, el consumo y la eficiencia. Por eso hablamos del famoso coeficiente aerodinámico o Cx, una cifra que aparece constantemente en las fichas técnicas de los automóviles. Sin embargo, también explicamos por qué el Cx por sí solo puede resultar engañoso. A lo largo del vídeo recorremos la fascinante historia de la aerodinámica aplicada al automóvil, una historia llena de ingenieros visionarios, soluciones revolucionarias y vehículos que se adelantaron décadas a su tiempo. Conoceremos a pioneros como Camille Jenatzy, que a finales del siglo XIX ya utilizó formas inspiradas en los torpedos para superar la barrera de los 100 km/h con un vehículo eléctrico. Otro de los grandes protagonistas es Paul Jaray, procedente del mundo de los dirigibles Zeppelin, cuya comprensión del flujo del aire transformó para siempre el diseño de los automóviles. Gracias a sus estudios se entendió que tan importante como la forma del frontal es la manera en que el aire abandona la parte trasera del vehículo. La historia continúa con marcas tan especiales como Tatra, cuyos modelos de los años treinta demostraron que la eficiencia aerodinámica podía combinarse con elevadas prestaciones mucho antes de que el resto de la industria comprendiera su importancia. Aquellos vehículos checos no solo eran rápidos y futuristas, sino que también pusieron de manifiesto las ventajas y los riesgos de algunas configuraciones técnicas extremadamente avanzadas para la época. También dedicamos una parte importante del vídeo a la influencia de la aerodinámica en algunos de los automóviles más emblemáticos de la historia europea. Desde el revolucionario Citroën DS hasta el Citroën CX, cuyo propio nombre rendía homenaje al coeficiente aerodinámico, descubrimos cómo la búsqueda de la eficiencia fue moldeando el diseño de algunas de las berlinas más innovadoras jamás construidas. Llegamos después a los años ochenta, una década en la que el túnel de viento se convirtió en una herramienta fundamental para todos los fabricantes. Modelos como el Audi 100, el Mercedes-Benz W124 o el Opel Calibra protagonizaron una auténtica carrera tecnológica para reducir la resistencia al aire y mejorar consumos, prestaciones y confort de marcha. Además, explicamos uno de los conceptos más interesantes de la aerodinámica automovilística: el efecto Kamm o Kammback. Una solución que permite obtener muchas de las ventajas de una carrocería extremadamente aerodinámica sin necesidad de construir vehículos excesivamente largos, y que ha influido en modelos tan conocidos como el Toyota Prius o el Honda Insight. La física también nos deja algunas sorpresas. En el vídeo descubrimos por qué un monoplaza de Fórmula 1 puede tener una aerodinámica aparentemente peor que la de muchos coches de calle si únicamente analizamos el coeficiente de resistencia. Por supuesto, analizamos el enorme impacto que ha tenido la electrificación en esta materia. Durante años, la popularidad de los SUV y el bajo coste relativo de los combustibles redujeron la importancia de la eficiencia aerodinámica para muchos compradores. Cuando la autonomía depende directamente de cada kilovatio-hora almacenado en una batería pesada y costosa, reducir la resistencia al aire se convierte en una prioridad absoluta. También repasamos los principales enemigos de la eficiencia: las barras de techo, los bajos sin carenar, los espejos retrovisores convencionales, los pasos de rueda, las necesidades de refrigeración y la separación incorrecta del flujo de aire. Pequeños detalles que pueden marcar diferencias muy importantes en consumo y autonomía.

sin desde tambi adem cuando durante invisible mica otro peque suv xix ds llegamos cx modelos zeppelin aquellos conoceremos obsesi citro el muro kamm toyota prius tatra aerodin honda insight

Stop Chasing Wow And Start Eating Your CX Vegetables with Nick Westergaard (CX Pulse Check)

Experience Action

Play Episode Listen Later Jul 14, 2026 29:30 Transcription Available

Consistency sounds boring until you realize it's the fastest path to trust and the easiest way to spot what's broken. In this CX Pulse Check episode, Jeannie Walters is joined by Nick Westergaard, host of the On Brand podcast and author of Brand Now and Get Scrappy, to look at what actually moves the needle in customer experience (CX) and brand building when attention is scarce and expectations are high.We dig into why major brands point to reliable basics as the key to their turnarounds: better training, smoother checkout, smarter inventory, and fewer “almost good enough” moments. Nick shares a simple mental model for this kind of work: stop chasing one huge “wow” and start raising the floor everywhere. When customers know what to expect, they don't just come back, they give you more grace when something goes wrong.Then we zoom in on neuroscience and cognitive load, the hidden force behind friction. Customers live in constant partial attention, and every extra step, confusing choice, or unnecessary question drains their mental energy. We talk about why simplification often beats adding features, how AI customer service earned distrust through bad early experiences, and what it takes to use automation without getting in the way.We close with brand storytelling and cultural moments, including what we can learn from campaigns that hit at the right time and why even a small change like a Spotify icon can spark big feelings in a deeply personal product. If you want a sharper CX strategy, better customer journey design, and a clearer brand experience, hit play, subscribe, and share this with someone who owns a form, a flow, or a brand decision. If you have a question for the podcast, leave a message at askjeannie.vip.About Nick WestergaardNick Westergaard (https://www.nickwestergaard.com/) is an author, educator, and speaker. He's spent his career building standout brands at organizations of all sizes—from small businesses to Fortune 500 companies to President Obama's Jobs Council. Nick teaches at the University of Iowa's Tippie College of Business, where he leads the Story Lab program. He's the author of the books Brand Now and Get Scrappy, a contributor to the Harvard Business Review, host of the popular On Brand podcast, and a Moth StorySLAM Champion. An in-demand keynote speaker at conferences throughout the world, his work helps those struggling to stand out in our crowded, distracted world.Follow Nick on LinkedIn: http://www.linkedin.com/in/nickwestergaard Follow Nick's Podcast – On Brand - https://www.nickwestergaard.com/on-brand-podcast/ Follow Nick on Instagram - https://instagram.com/nickwestergaard Articles Mentioned:- Why 3 major brands see a consistent experience as key to their turnarounds (CX Dive) -- https://www.customerexperiencedive.com/news/3-major-brands-consistency-key-turnaround-efforts/822944/- Rethinking CX: The role neuroscience plays in developing the customer experience (Retail Customer Experience) -- https://www.retailcustomerexperience.com/blogs/rethinking-cx-the-role-neuroscience-plays-in-developing-the-customer-experience/- Every Brand Has a Story to Tell — CMOs Decide How and When to Tell It (Variety) -- https://variety.com/2026/biz/news/walmart-cmo-nfl-spotify-loreal-cannes-lions-variety-1236788926/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.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!)

university spotify ai business marketing leadership story barack obama fortune eating iowa consistency customers customer service customer experience vegetables harvard business review business strategy cx customer journey stop chasing csp business goals ccxp business results pulse check on brand business objectives storylab get scrappy nick westergaard comenjoyed brand now moth storyslam champion

Episode 585 - Your Weekly TA & Recruitment News with the Scoop

leadership technology diversity talent inclusion candidate human resources recruitment scoop wfh cx talent acquisition employer branding dni gender diversity hr tech hiring managers counteroffer fair work

Play Episode Listen Later Jul 14, 2026 26:31

It's your weekly TA & Recruitment news blast with the Scoop from TaPod. This week we cover all kinds of angles, including the latest on WFH legislation, candidates being judged on their drink order, Fair Work laying down the law, Meta goes early… too early, strange things are afoot at Wollongong Uni, Hudson in more of a pickle, Hiring Manager disses his staff during an interview, and much more.Thanks to Indeed for partnering with us to bring you the Scoop.

Episode 584 - Greenhouse vs Recfest UK with Robby Perdue

Customer Service Revolution

Play Episode Listen Later Jul 12, 2026 12:19

On this very special episode, the team at Tapod come to you all the way from Recfest UK as we catch up with Robby Perdue - VP of Product Management at Greenhouse. A lot has been going on at Greenhouse, and we get right down and dirty with features, updates and releases. We discuss all the key issues, including the AI 'doom loop' and how technology can actually help. We discuss whether the 'new phase' of recruitment challenges are AI or human-led as well as ethical AI and we talk about some amazing new Greenhouse features - Voice AI and MCP integrations. And for this special episode we have released a video version - see comments if you want to check out our ugly mugs!Thanks to Greenhouse for your support of Tapod.

261: Who Really Owns Customer Experience?

Play Episode Listen Later Jul 9, 2026 45:47

Why Customer Experience Fails Without the Right Internal Ownership Every company says customer experience matters. But too many organizations launch CX initiatives without clearly defining who owns the work, who champions it, who keeps it moving, and who makes sure it becomes part of the culture. In this episode of The Customer Service Revolution Podcast, John DiJulius turns the tables and interviews Dave Murray, Vice President of Consulting at The DiJulius Group and co-author of The Employee Experience Revolution. Dave shares what he has learned from more than 13 years of helping organizations build world-class customer and employee experience cultures. The Three Core Roles Every CX Initiative Needs Dave explains that successful customer experience transformation typically requires three core internal roles: The Executive Sponsor This is usually the CEO, owner, or senior executive who sees the pain points and understands that customer experience is not a department problem. It is an organization-wide culture initiative. The Project Champion This person is usually a senior leader who is closer to the day-to-day business and is responsible for making sure the initiative stays visible, supported, and connected to leadership priorities. The Project Lead The project lead is the person, or sometimes a small committee, responsible for keeping the work moving. They coordinate logistics, involve the right people, communicate updates, support rollout, and help make sure the work becomes part of daily operations. Why the Project Lead Cannot Be an Afterthought One of the biggest mistakes companies make is assigning customer experience ownership to someone who simply has available time. Dave explains that the best project leads have credibility, communication skills, leadership experience, and enough influence to hold others accountable. The role does not always need to be full-time at the start. In many organizations, it may require eight to ten hours per week during active project work. But for the initiative to last, someone must continue owning the reinforcement, accountability, and ongoing momentum after launch. The Role of the CX Steering Committee A strong customer experience steering committee gives the initiative broader representation across departments. This group often includes leaders from sales, operations, contact center, finance, IT, marketing, HR, and other key teams. The steering committee helps shape the work, create buy-in, remove barriers, and make sure customer experience does not live in one department. Why Frontline Buy-In Matters John and Dave also discuss the importance of including frontline team members in the creation process. Leaders may know what should be happening, but frontline employees know what is actually happening. When frontline employees help create the systems, standards, and training, they become ambassadors for the initiative. They bring practical insight, build credibility with their peers, and help prevent the work from becoming another top-down corporate program. Customer Experience Is an Ecosystem The most successful organizations treat customer experience as part of a larger experience ecosystem. External customer experience, employee experience, and vendor relationships all influence one another. As John explains, companies cannot deliver a world-class customer experience without also creating a strong internal employee experience. The role of experience leadership has evolved beyond customer service and now touches hiring, onboarding, training, leadership, recognition, marketing, and culture. Key Takeaway Customer experience transformation does not fail because companies lack ideas. It fails because no one truly owns the execution. If your organization wants customer experience to become a competitive advantage, you need executive sponsorship, a project champion, a project lead, a steering committee, and frontline ambassadors who help turn the strategy into daily behavior. 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.

ceo books vice president leaders consulting external customer experience owns cx dave murray john dijulius dijulius group

Tugs and Adrian Smith - ATAC Global CX - Proof, Not Promises: Certifying the Remote Contact Center Agent

The Business of Intuition

Play Episode Listen Later Jul 9, 2026 24:47

Peter Ryan speaks with Tugs Smith and Adrian Smith, co-founders of ATAC Global CX in Oshawa, Ontario, about the launch of the Certified Remote Service Agent certification. The discussion explores why remote contact center work now needs a trusted global standard, how agents can prove they are ready to handle real customer interactions from home, and why resumes and interviews are no longer enough. Tugs and Adrian explain how the CRSA combines written assessment, live call simulation, and blockchain verification to create a portable credential for work-from-home CX professionals. They also discuss how certification can help agents stand out, reduce hiring risk for employers, and give BPOs a stronger signal of quality when competing for new business. https://www.linkedin.com/in/tugssmith/ https://www.linkedin.com/in/adriansmith-atac/ https://atacglobalcx.com/ Summary: Mark Hillary and Peter Ryan discuss the CRSA (Certified Remote Service Agent) program developed by Tugs and Adrian Smith of ATAC, a work-from-home company in Canada. The CRSA is a blockchain-verified accreditation for remote customer service agents, ensuring they can handle complex interactions effectively. The program includes a written assessment and a live voice call simulation, evaluating agents on professionalism, communication, CX operations, technology, health and safety, and compliance. The dynamic and randomized nature of the evaluation ensures agents are tested on their real-time problem-solving skills. The CRSA aims to improve service standards and reduce hiring risks, benefiting both businesses and agents.

canada global promises proof ontario agent remote cx oshawa contact center atac adrian smith certifying tugs peter ryan bpos

Ty Givens: Will AI Replace Customer Service? The Surprising Truth About What Customers Really Want

Play Episode Listen Later Jul 7, 2026 35:24

AI is rapidly changing how organizations serve customers, but the most important business decisions still require human judgment. In this episode, Dean Newlund and Ty Givens explore the evolving relationship between automation, customer experience, and leadership. In this episode, Dean Newlund and Ty Givens discuss: The evolving relationship between technology and customer experience How organizations are adapting to rapid changes in AI Challenges and opportunities emerging in today's workforce The realities behind automation, efficiency, and business performance Skills and mindsets that remain valuable in a changing environment Key Takeaways: AI works best when it handles routine questions quickly while still providing clear paths to human support when customers need it. Customer experience remains a competitive advantage, and companies that ignore the human side of service risk damaging loyalty and trust. The role of customer service professionals is evolving from handling transactions to managing, training, and improving AI-driven systems. Many organizations may be moving too quickly with AI implementation, often attempting to automate complex processes before the technology is ready. As automation expands, critical thinking, judgment, empathy, and complex problem-solving become even more valuable human skills. "Happy employees create happy customers, and the opposite of that is also true.” — Ty Givens About Ty Givens: Ty Givens is the Founder and CEO of CX Collective and CX Collective Advantage, bringing over 25 years of hands-on experience helping companies transform chaotic customer support teams into strategic growth engines. She has optimized operations and driven customer retention for major brands like Thrive Market, ShoeDazzle, See's Candies, and Intuit. People often call her the most relatable voice in CX because she's lived the work and knows what it feels like to inherit big expectations with limited support. Known for blending operational rigor with a human touch, Ty equips leaders with practical playbooks, automation strategies, and process improvements to scale customer experience effectively. Connect with Ty Givens: Website: https://www.cxcollective.com LinkedIn: https://www.linkedin.com/in/tybryantgivens/ Instagram: https://www.instagram.com/itstygivens/ See Dean's TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I Connect with Dean:YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkwWebsite: https://www.mfileadership.com/The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/LinkedIn: https://www.linkedin.com/in/deannewlund/X (Twitter): https://twitter.com/deannewlundFacebook: https://www.facebook.com/MissionFacilitators/Email: dean.newlund@mfileadership.comPhone: 1-800-926-7370 Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.

ceo founders ai skills customers customer service cx intuit candies comphone givens thrive market surprising truth turnkey podcast productions shoedazzle

How to Do More With Less: Future-Proofing Work in an AI-Driven Economy

Play Episode Listen Later Jul 7, 2026 30:34

Watching AI automate work that once required thousands of designers, marketers, and copywriters forced Sharon Gai to rethink one fundamental question: What creates value when AI can do more of the work? That's one of the biggest ideas from my latest conversation with Sharon Gai, former Alibaba executive and author of How to Do More With Less. This week on The Modern Customer Podcast, Sharon explains why the companies that succeed with AI won't simply adopt better technology—they'll rethink how work gets done by focusing on people, processes, and the work only humans can do. If you're leading customer experience, digital transformation, or AI initiatives, I think you'll find this conversation both practical and thought-provoking. Listen to the full episode now! Get a copy of Sharon Gai's new book, How to Do More With Less: Future-Proofing Yourself in an AI-Driven Economy, for practical strategies on leading through AI-driven change. 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 economy driven alibaba cx futureproofing blake morgan do more with less

Build Momentum Without A Mandate

Experience Action

Play Episode Listen Later Jul 7, 2026 12:10 Transcription Available

Most leadership advice assumes you already have the mandate, the budget, the buy-in, and the seat at the table. If you lead customer experience, you know that's often fiction. We're expected to react to requests from marketing, ops, and whoever our dotted-line boss is this week, then we're judged on outcomes we didn't have the power to drive.Showing up as a customer experience business leader, not just a CX advocate, starts with momentum. When we deliver visible wins that make other leaders' lives easier, we build authority even without the title. We talk through how to reframe “influence” so it's not about pleading for support, but about connecting to the moments and priorities that already matter inside the organization.From there, we get practical with a simple framework of mindset, strategy, and discipline. Mindset means building a CX mission that is a win-win for every leader you partner with. Strategy means improving the world your executives live in, like reducing service calls to increase efficiency or tying journey fixes to retention and revenue. Discipline means stopping the cycle of short-term reporting and instead linking what we do every day to long-term organizational goals.Measurements are not outcomes. The leaders who get funded become “translator-in-chief,” turning customer insights into clear business outcomes like cost-to-serve reduction, growth, churn prevention, and market advantage. If you're ready to build momentum without a mandate and use the second half of the year as a reset, hit play, then subscribe, share this with a fellow CX leader, and leave a rating and review so more people can find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- 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!)

business strategy leadership mindset discipline roi customer experience mandate business strategy business management cx csp business leadership business goals measurements build momentum ccxp comenjoyed

Episode 583 - Your Weekly Scoop - Live from Recfest UK

ai uk leadership technology diversity talent inclusion candidate human resources recruitment scoop cx talent acquisition employer branding dni gender diversity hr tech counteroffer

Play Episode Listen Later Jul 7, 2026 11:21

This week on the Scoop we do things a little differently. The team from Tapod has travelled to the UK to attend Recfest. We ask vendors about their experience with AI and how some candidates are gaming and failing – hope you enjoy!Thanks to Indeed for continuing to support the Scoop.

ReflexAI CEO Sam Dorison on the gap between sales training and what happens in the real world

The Agile World with Greg Kihlstrom

Play Episode Listen Later Jul 6, 2026 26:08

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.

Episode 582 - Eliminate. Simplify. Automate. The 10 year journey towards AI at IBM

The Intuitive Customer - Improve Your Customer Experience To Gain Growth

Play Episode Listen Later Jul 5, 2026 30:06

This week on Tapod, catches up with Elaina Chan, Senior Manager of Global HR Automations at IBM. Elaina we walks us through the process and journey one of the largest technology businesses on the planet has undertaken to transform. From identifying opportunity and the key use of ethical AI, this is a blueprint for other businesses to use when undertaking their own journey.Thanks to Greenhouse for partnering with us this month.

AI-First Is Smart. AI-Only Is A Slow Motion Mistake.

Play Episode Listen Later Jul 4, 2026 26:31

After more than a decade of companies pouring money, technology, and consultants into customer experience, US customer satisfaction sits almost exactly where it did in 2013. Flat. Now AI arrives as the promised cavalry — and leaders are racing to bolt it onto everything before they understand what they're actually trying to fix. In this episode, Colin and Ryan separate the smart play from the slow-motion mistake. "AI-first" is sound management: if AI delivers a better, faster, or cheaper experience than a human, use it. But "AI-only" — AI sprinkled over everything like fairy dust because leaders are terrified of being left behind — is where companies quietly automate themselves into a commodity and erode the one thing they can't easily win back: trust. Using the now-infamous "microwave test" (brilliant for the peas, a disaster for the steak), Colin and Ryan dig into why so much CX investment has produced so little, and why the companies that win the next decade won't be the ones that adopted AI fastest — but the ones who knew exactly what they wanted it to do. What You'll Learn Why is a tool used without a strategy just an expensive way to make a bad experience happen faster The critical difference between "AI-first" (smart) and "AI-only" (reckless) — and how to tell which one you're actually doing The one question almost no organization can answer — and why you can't deploy AI well until you can How over-reliance on AI quietly costs you on two fronts: differentiation (the same prediction machine is available to every competitor) and trust (the moment customers feel they have to double-check you, you've lost) A simple, strategy-first decision framework for where AI lifts the experience and where a human still wins Featured Insight The companies that win the next decade won't be the ones that adopted AI fastest. They'll be the ones who knew exactly what they wanted it to do — and never lost sight of the most important thing: the customer's experience. Stats & Sources Referenced US customer satisfaction flat since 2013 — American Customer Satisfaction Index Research on cognitive offloading and weakening judgment — Societies, 2025 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, "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things," Harvard Business Press. Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

world ai marketing new york times professor mistakes cnn shaw flat financial times emory university cx societies slow motion ryan hamilton goizueta business school harvard business press smart ai beyond philosophy llc

E651: 5 Amazon Changes You Need to Know This Month

The Ecomcrew Ecommerce Podcast

Play Episode Listen Later Jul 2, 2026 18:54

Dave breaks down the biggest changes you need to know this month that impact Amazon sellers and the global e-commerce landscape, including tariffs, Prime Day insights, new import regulations, and Amazon's advertising moves. 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 01:09 - Upcoming changes to tariffs and their expiration in July 2026 02:05 - How tariffs might be reimposed 02:34 - Prime Day sales performance 03:33 - Consumer behavior during Prime Day 07:21 - New requirements for U.S. customs 08:19 - What sellers should do 10:09 - The possibility of U.S. customs requiring cash bonds 11:33 - The future of credit card payments on Amazon for sellers 12:03 - Future payment policy changes 15:54 - Amazon's market share in India 17:20 - Amazon's advertising efforts on ChatGPT Resources Mentioned Quiet Light Brokerage More Staffing Co. 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!

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Muhammad Yahya Patel - Huntress - Cybersecurity Is Now a CX Problem

Doing CX Rightâ€¬ Podcast

Play Episode Listen Later Jul 2, 2026 27:17

Your contact center may be one of the most valuable targets in the enterprise supply chain. Peter Ryan speaks with Muhammad Yahya Patel, Cybersecurity Advisor at Huntress, about why cybersecurity has become a critical issue for CX leaders, contact centers, and BPO providers. He is based in Blackburn in the UK. Muhammad Yahya Patel explains why CX operations are attractive targets for cybercriminals, how outsourcers can become vulnerable points in the enterprise supply chain, and why customer data makes these environments so valuable to attackers. The conversation explores identity as the new security perimeter, the risks of underinvestment, the difference between compliance and genuine cyber resilience, and why CX organizations need proactive partners rather than just more tools. This episode is a timely reminder that cybersecurity is no longer just an IT concern. It is now central to customer trust, operational resilience, and the future of CX delivery. https://www.linkedin.com/in/mypi/ https://www.huntress.com/ Summary: Mark Hillary and Peter Ryan discuss the importance of cybersecurity in CX delivery, highlighting the vulnerabilities of CX operations within the supply chain. They reference a report by IBM, noting the average cost of a cyber attack cleanup is $5 million, which can be catastrophic for small and medium-sized businesses. Muhammad Yahya Patel from Huntress Labs emphasizes the need for proactive cybersecurity measures, advocating for partnerships that provide tailored solutions rather than just tool purchases. Patel also stresses the importance of continuous cyber resilience and compliance with evolving regulations. The conversation underscores the critical role of cybersecurity in maintaining business continuity and reputation.

uk cybersecurity ibm patel blackburn cx huntress yahya bpo peter ryan

218. How To Prove Customer Service Is Actually A Revenue Driver | Lisa Oswald

Play Episode Listen Later Jul 1, 2026 25:05

Most companies view their customer service team as a cost to reduce. Lisa Oswald at TravelZoo says that is precisely the wrong instinct. When you see the people who communicate with customers all day as an expense, you stop understanding why customers are dissatisfied, continue doing what frustrates them, and lose their business without ever realizing the real reason. By the time it appears in your data, the customer is already gone. So what separates the companies that keep their customers, grow their revenue, and earn the budget to do more from the ones that keep losing both? You've come to the right place for answers. This episode is for any leader who is tired of fighting for a budget and wants to make a case that their boss actually says yes to. What You'll Learn: Why CSAT and NPS get a polite nod in the boardroom, and which three specific numbers make finance actually approve budget Whether your customers would miss you or just miss your price, and why that gap is where you lose revenue The gap between saying "it's my responsibility" and feeling "I own this outcome," and why only one stops churn Why attaching a name to every survey question turns feedback into action, and what happens when you don't How a 30-year-old bus tour still explains why companies lose customers without knowing the real reason Why contact center AI delivers measurable returns in weeks, creating the data service leaders need to secure larger CX budgets What emotion customers feel at each stage that predicts whether they'll stay or leave, and where most companies stop looking 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 revenue driver prove customer service cx oswald nps travelzoo

Delivering Consistent On-Brand Customer Experiences Every Time Featuring Greg Tucker

Amazing Business Radio

Play Episode Listen Later Jun 30, 2026 17:07

How Consistency and Convenience Create Loyal Customers Shep interviews Greg Tucker, CEO, Tucker & Company, and author of Frictionless Brand Experience. He discusses the sources of friction that hinder the delivery of a brand promise and strategies for identifying and eliminating them. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   What is the difference between customer experience and brand experience? How can companies ensure they consistently deliver on their brand promise? What are the most common sources of friction in delivering a great brand experience? Why do customers pay more for a convenient experience? Why is cultural alignment important for providing a seamless customer experience? Top Takeaways:   A brand promise is a commitment a company makes to its customers about what they can expect. A consistent brand experience across all channels ensures that what is promised aligns with what is delivered. When customers encounter friction, the risk of them switching brands doubles. And this risk multiplies every time they encounter confusing menus, slow service, difficult-to-use websites, etc. Convenient businesses remove these friction points because they know that the happier customers are, the more loyal they will be. Greg Tucker shares six types of friction that hinder the delivery of a consistent brand experience. Digital Friction: Problems with digital interfaces, such as confusing websites, poor user experience, and incorrect product data. Brand Friction: Inconsistency and lack of clarity in messaging and marketing campaigns. Product Friction: When the product itself is hard to use, too expensive, or costly to maintain. Operational Friction: Back-end processes like late shipments, slow service, or bad customer support that disrupt the overall customer experience. Organizational Friction: Internal company issues, such as siloed departments and miscommunication between teams. Cultural Friction: Company mindsets, misaligned incentives, or leadership behaviors that do not support the brand promise. While being nice is important, customers would rather have things be easy and quick than be inconvenienced, even with a smile. Our annual customer service and CX research shows that customers value a convenient, frictionless experience even more than friendly service. If a company can deliver both, it stands out from the competition. Plus, Shep and Greg discuss why convenience is no longer just “nice to have," but something customers will pay more for. Tune in! Quote:  "The power behind a brand experience is great customer experience. And, the power behind a great customer experience is the employee experience." About:   Greg Tucker is CEO of Tucker & Company, an award-winning leader, keynote speaker, and strategic advisor. He is the author of Frictionless Brand Experience, a book on eliminating business friction to accelerate growth. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

ceo new york times brand experiences consistent delivering customer experience everytime cx convenient shep shep hyken amazing business radio

The Power of Pull: How Customer Demand Drives Business Growth

Customer Service Revolution

Play Episode Listen Later Jun 30, 2026 27:26

Why do some companies create products customers can't wait to buy while others struggle to gain traction—even with better technology and bigger budgets? According to entrepreneur, author, and Harvard Fellow Rob Snyder, the answer isn't a better product. It's customer demand. In this episode of The Modern Customer Podcast, Blake Morgan sits down with Rob to discuss the ideas behind his new book, The Power of Pull, and why understanding what customers are trying to accomplish is the foundation of business growth. Rob shares the lessons that led him to develop the PULL Framework, a practical approach to identifying when customers are ready to buy and building products that solve problems customers can't solve with their existing options.

power drives business growth cx blake morgan rob snyder

Lifestyle by Design After Building a Multiple 8-Figure Business | Arman Taheri

The Fully Funded Show

Play Episode Listen Later Jun 30, 2026 33:27

How did a COVID-era face mask business become the launchpad for an 8-figure service company, and a life built entirely by design?Sam sits down with Arman Taheri, co-founder and CEO of TalentPop, a talent solutions company serving over 750 e-commerce brands with customer service management, executive assistants, and marketing support. Arman started in e-commerce, pivoted to face masks during COVID, scaled to eight figures in under a year, and used that momentum to build TalentPop into a multi-eight-figure platform, all while deliberately designing his life around the business rather than the other way around.In this conversation:The full origin story, from medical scrubs to face masks to discovering the CX staffing gapWhy mastering one core solution before diversifying was the catalyst for scaleThe "water faucets" framework for predictable, repeatable growthHow picking the wrong market size can quietly kill your ambitionsIncome tiers from $10K/month survival to generational wealth, and what changes at each levelMapping out what your dream lifestyle actually costs, then reverse engineering toward itWhy Arman chose a strategic partner over private equity, and what an 18-month search process looks likePersonal capital allocation: real estate, alternatives, managed wealth, and letting money compoundWhy investing in your primary residence might be the single best lifestyle investmentThe case against grind culture, and how to build ambitiously without burning outTopics covered: e-commerce, customer service, service business, scaling, COVID pivot, entrepreneurship, life by design, income tiers, generational wealth, strategic partnerships, private equity, personal finance, capital allocation, alternative investments, real estate, Dubai, lifestyle design, anti-grind cultureGuest: Arman Taheri, Co-Founder & CEO, TalentPop | https://www.talentpop.coNewsletter: https://www.mechanicsofmoney.co Website: https://silvermancapital.comSubscribe for weekly conversations on private markets, alternative investments, and the mechanics behind building real wealth.#entrepreneurship #ecommerce #servicesbusiness #wealthbuilding #lifebydesign #privatemarkets #mechanicsofmoney #capitalallocation #alternativeinvestments #generationalwealth

covid-19 ceo co founders dubai 10k cx figure business growthhow arman investmentthe lifestyle by design

Building The Future Of Learning Platforms & Community Experience | Bryan McAnulty

CX Chronicles Podcast

Play Episode Listen Later Jun 25, 2026 47:49 Transcription Available

Hey CX Nation,In this week's episode of The CXChronicles Podcast #282, we welcomed Bryan McAnulty Founder of Heights Platform and LatchLoop based in Austin, TX.Bryan has helped thousands of creators across 100+ countries transform their knowledge into thriving businesses. As a creator himself, he has been committed to empowering those with a passion for creation to learn and grow online.In this episode, Bryan and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #282 Highlight Reel:**1. Focusing on being proactive with all of your customers, regardless of LTV2. Pro's & Con's of AI-driven customer support3. Why customers value speed to solution more than anything Click here to learn more about Bryan McAnultyClick here to learn more about Heights PlatformClick here to learn more about LatchLoopHuge thanks to Bryan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

259: Why Customer Experience Transformations Fail in the Middle

Play Episode Listen Later Jun 25, 2026 35:07

How middle managers make or break customer experience transformation Why Customer Experience Transformations Fail in the Middle Most customer experience initiatives do not fail because the strategy was wrong. They fail because the strategy is announced by senior leadership, introduced to frontline employees, and then loses momentum in the middle. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius discuss why middle managers are one of the most overlooked parts of any customer experience transformation. Senior leaders may set the vision, but frontline employees do not experience that vision every day. They experience their direct manager. If that manager is overwhelmed, unclear, unsupported, or simply passing along a corporate message, the customer experience initiative becomes one more thing competing for attention. Why Middle Managers Matter in Customer Experience Middle managers are the link between strategy and execution. They are the ones responsible for turning customer experience goals into daily behaviors, coaching moments, team conversations, accountability, and recognition. John explains that companies often focus on executive buy-in and frontline training, but they miss the layer that determines whether the initiative actually sticks. Managers cannot just repeat the message from leadership. They have to translate it into behavior. Why CX Initiatives Lose Momentum Many middle managers are labeled as resistant when the real problem is that they are overwhelmed. Every department is competing for their attention: operations, sales, marketing, technology, HR, and customer experience. When managers are not given enough clarity, authority, time, training, or support, they cannot effectively lead the transformation. Instead of becoming culture carriers, they become message carriers. John explains that successful project launches require more than creation and launch. Organizations must certify it, implement it, measure it, and continue reinforcing it long after launch day. How Managers Become Culture Carriers To become true culture carriers, managers need to understand the why behind the customer experience initiative. They need to know how it creates a competitive advantage, improves retention, drives referrals, reduces complaints, and helps the company avoid competing only on price. They also need the tools to coach their teams, celebrate the right behaviors, recognize wins, and hold people accountable when standards are not being met. The Role of Senior Leadership Senior leaders must stay obsessed with the vision. They need to repeat the message consistently, share results, celebrate progress, and make middle managers the heroes of the transformation. John also discusses the danger of accidental managers: high-performing employees who are promoted into leadership without enough training. When managers are not equipped to lead people, organizations risk creating accidental cultures. How to Make Customer Experience Stick Customer experience does not become real because it was announced. It becomes real when it is coached, reinforced, recognized, measured, and protected. If your CX initiative is losing momentum, the answer may not be another slogan, campaign, or frontline training module. It may be that your managers need more clarity, more tools, more authority, and more support. Because your customer experience strategy is only as strong as the leaders responsible for bringing it to life every day. Takeaways Middle managers are the make-or-break layer in customer experience transformation. Executive buy-in and frontline training are not enough if managers are not equipped to lead. Managers should translate the CX message into behavior, not simply repeat it. Many managers are overwhelmed, not resistant. Successful project launches require certification, implementation, measurement, and ongoing reinforcement. Storytelling helps managers make CX behaviors real and memorable. Weekly habits, huddles, microlearning, and coaching keep CX alive after launch. Senior leaders must provide air cover when managers hold the line on service standards. Accidental managers can create accidental cultures if they are promoted without leadership training. Leaders should say less, more often, and stop chasing shiny objects. Quotes "Customer experience does not become real because it was announced. It becomes real when it's coached, reinforced, recognized, measured, and protected." "The frontline does not experience the CEO's vision every day. They experience their manager." "Results don't lie." "Someone who just repeats is delivering a mandate from above." "Be obsessed with your vision. Repeat it at nauseam. Make it your manager's vision." "Don't chase shiny objects." "You are what your retention rates say you are. You are what your referrals say you are." Chapters List 00:00 – Opening and Welcome Denise introduces the topic of middle managers and why they are often overlooked in customer experience transformation. 00:47 – John's Cal Berkeley Hat and Family Wedding Story John shares the personal story behind his hat and his upcoming family wedding in Sweden. 05:39 – The Overlooked Layer in CX Transformation Denise explains why the middle manager layer often determines whether strategy becomes reality. 06:46 – The Six Stakeholders in a Project Launch John outlines the six key stakeholders needed for a successful launch. 08:45 – Message Carriers vs. Culture Carriers John explains the difference between repeating a CX message and translating it into behavior. 10:26 – Resistance or Overwhelm? Denise and John discuss why managers are often mislabeled as resistant. 12:38 – The Six Steps of a Successful Launch John explains create it, launch it, certify it, implement it, measure it, and everboard it. 15:23 – How to Identify Real Buy-In John shares how leaders can tell whether managers are truly bought in or just complying. 18:06 – KPIs and ROX Dashboards John discusses how to measure whether a CX initiative is working. 19:03 – How Managers Become Culture Carriers Denise asks what middle managers need in order to lead customer experience culture. 20:12 – Coaching Without Corporate Scripting John explains the role of storytelling, accountability, and manager involvement. 21:53 – Weekly Habits That Keep CX Alive John introduces everboarding, microlearning, and consistent reinforcement. 24:47 – Senior Leadership's Role John explains why senior leaders must stay obsessed with the vision. 25:16 – Providing Air Cover for Managers John discusses how leaders should support managers who hold the line on service standards. 26:16 – Warning Signs Managers Are Becoming the Bottleneck John explains how results reveal whether managers are advancing or blocking the transformation. 27:56 – Where Companies Should Start John discusses accidental managers and the need for leadership training. 32:37 – One Thing Leaders Can Do This Week John advises leaders to say less, more often, and stop chasing shiny objects. 33:44 – Closing Thoughts Denise closes the episode by reminding listeners that CX becomes real through managers. Links: 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.

ceo books leaders storytelling fail executives sweden resistance senior results organizations overwhelm managers repeat kpis accidental customer experience transformations cx six steps senior leadership john dijulius dijulius group denise thompson

Broad River x Zoom Partnership

Stories from the River

Play Episode Listen Later Jun 25, 2026 4:17

Watch on YouTube: https://youtu.be/I3uYs1NB_t8 In this spotlight of episode 364, the conversation focused on a recent CX leadership meeting where the importance of the "three Ps"—People, Process, and Purpose—was discussed in the context of an ongoing technological transformation. One concept discussed was how these foundational elements help maintain focus and clarity during large-scale changes, ensuring that Memory Makers and customers continue to experience positive outcomes. The discussion explored the addition of a "fourth P," Partnership, emphasizing its critical role in supporting sustained engagement, problem-solving, and successfully delivering new technology aimed at creating happy memories. Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

zoom partnership broad cx

Donald Berryman - ProfectusCX - The Future For The Enterprise-BPO Relationship

united states relationships ai enterprise bain cx rfp bpo csat berryman founder managing director peter ryan bpos

Play Episode Listen Later Jun 25, 2026 31:37

Donald Berryman is the Founder & Managing Director at ProfectusCX. He is based in Florida, USA. Don writes a LinkedIn newsletter called The CX Advisor Perspective. He recently published several newsletters focused on how the enterprise to BPO relationship needs to develop - to bridge new AI technology use and also to change how BPOs charge for their services. Mark Hillary called Don to explore the issues he raised and how he sees the future of the bridge between the enterprise and BPO and the RFP supplier selection process. ProfectusCX https://profectuscx.com/ Don Berryman - LinkedIn https://www.linkedin.com/in/don-berryman/ The CX Advisor Perspective https://www.linkedin.com/newsletters/the-cx-advisor-perspective-7460298175136911361/ Summary Mark Hillary and Peter Ryan discuss the evolving CX landscape with Don Berryman, an advisor at Bain and founder of ProfectusCX. Berryman's LinkedIn newsletter, "The CX Advisor Perspective," highlights the need for both BPOs and enterprises to adapt to AI technology. He argues that enterprises must move beyond outdated procurement methods and focus on strategic AI investments to improve customer experience. Berryman emphasizes the shift from headcount-based pricing to outcome-based models, such as per resolved issue or CSAT. He also stresses the importance of co-managed contact centers and the need for BPOs to invest in strategic people and technology to stay competitive.

You deployed AI in your contact center. Now what? (feat. Ryan Strategic Advisory)

Voxpro Studios

Play Episode Listen Later Jun 24, 2026 24:19

On this episode, we look at where enterprise CX AI actually stands in 2026 — and why deployment and performance are not the same thing.The Enterprise CX AI: 2026 Global Survey, conducted by Ryan Strategic Advisory and commissioned by TELUS Digital, reached 815 enterprise CX decision-makers representing 19 industry verticals and organizations with annual revenues ranging from $10M to over $5B. Among its findings: AI-assisted agent interactions, where an agent handles the conversation while AI tools surface information, suggestions and automations in real-time, are now the dominant model, leading in six of the seven functions the survey measured.But there's more to the story. Only 32% of organizations have AI-powered quality assurance in place, meaning nearly seven-in-ten of the surveyed organizations are running AI-assisted operations at a volume their quality assurance infrastructure likely can't keep pace with.Meanwhile, CX budgets are largely holding or growing, with 40% of enterprises reporting increased AI investment heading into 2026 and nearly 50% holding steady. At that level of commitment, the question shifts to whether what's been deployed is performing to the level that's expected.Peter Ryan, president and principal analyst at Ryan Strategic Advisory, and Erin Walker, global vice president of CX AI at TELUS Digital, approach the question from two complementary vantage points — the survey data and the delivery floor. Together, they cover where the enterprise market stands on CX AI.Show notesDownload the Enterprise CX AI: 2026 Global Survey conducted by Ryan Strategic Advisory and commissioned by TELUS Digital: https://www.telusdigital.com/insights/customer-experience/resource/enterprise-cx-ai-2026Learn more about CX Strategic Assessments from TELUS Digital: https://www.telusdigital.com/solutions/cx-consulting

ai 10m cx 5b deployed contact center peter ryan strategic advisory

AI-Empowered Customer Service, From Hype to Scalable Operations - with Shri Nandan of Comcast

Artificial Intelligence in Industry with Daniel Faggella

Play Episode Listen Later Jun 23, 2026 19:25

Significant enterprise investment in AI-driven customer service is producing inconsistent outcomes — and the gap between deployment ambition and measurable business value remains striking. In this episode, Shri Nandan, VP of AI Products and Experiences at Comcast, examines why organizational culture and readiness are the primary determinant of whether AI in CX delivers results that move the needle. The conversation covers how to define resolution in an agentic AI environment, how context transforms the role of human agents, and why a conservative, staged rollout reduces the risk of large-scale failure. This episode is sponsored by Dialpad. In this episode, we cover how to move from AI proof-of-concepts in customer service to deployments that consistently improve business outcomes. To go deeper on this topic and learn how consultants are winning business with evidence-based AI ROI and building long-term capabilities instead of chasing short-term gains, download our free PDF report, "3 Keys to Thriving in the Coming Era of Automation" at emerj.com/cok1

ai keys experiences thriving hype operations automation empowered significant customer service comcast scalable cx shri dialpad

AI Won't Save Bad CX

Experience Action

Play Episode Listen Later Jun 23, 2026 12:04 Transcription Available

AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause. We've all seen the rush to deploy chatbots, automate support, and squeeze more efficiency out of service operations. The problem is that customers don't grade you on “AI adoption.” They grade you on whether they can get the job done, feel respected, and leave the interaction confident they were heard. We dig into why so many people say they “hate AI” when what they really hate is a broken experience: circular chatbot loops, unclear paths to resolution, and zero way to reach a human. We also talk about the less obvious wins, like AI that helps customers find answers inside an app, makes shopping easier, or offers proactive guidance at the right moment. When AI is designed around the customer journey, it can earn trust the same way humans do by showing up with the right help at the right time. To make this practical, we share three questions you can use this week to evaluate any AI in customer service or generative AI initiative: Is it working for the customer? What should this moment feel like? Can they always reach a human? We also make the case for human-in-the-loop support for nuanced situations and for transparency as a non negotiable trust signal. If you want AI that scales without sacrificing the experience, start here, then subscribe, share this with your team, and leave a review so more CX leaders can find it.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- 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!)

ai leadership customer service customer experience business strategy cx customer journey csp business goals ccxp business results business objectives comenjoyed

AI Digital Workers Are Getting Job Descriptions

El Garaje Hermético de Máximo Sant

Play Episode Listen Later Jun 22, 2026 4:49

This episode is sponsored by Salesforce. One of the most interesting conversations I had at Salesforce Connections was about digital workers. This week on The Modern Customer Podcast, Lauren Esposito, CMO of Asymbl, shares how organizations are beginning to approach AI agents as digital workers—with defined roles, KPIs, managers, and accountability to drive meaningful business outcomes. We explore agent-to-agent orchestration, where leaders should start with AI, the importance of trust and governance, and how Salesforce provides the foundation for secure and scalable AI adoption. If digital workers are becoming part of the workforce, organizations will need new ways to manage, measure, and support them.

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EL timo de los “PRODUCTOS MILAGRO”

Play Episode Listen Later Jun 21, 2026 19:13

¡Vamos con otra “lista negra”! ¿Por qué seguimos cayendo en la trampa? Seguro que a ti también te han saltado anuncios de dispositivos que se enchufan al mechero, imanes para los manguitos o pastillas "mágicas" que prometen reducir el consumo hasta un 25 por ciento. En el video de hoy, separamos la ficción de la realidad y denunciamos con nombres y apellidos los productos que considero un timo absoluto. La psicología del engaño El ser humano ama los atajos. Al igual que buscamos dietas milagro para no ir al gimnasio, queremos tecnología barata para no gastar gasolina. Estos productos no venden ingeniería, venden esperanza. Juegan con el "sesgo de confirmación": si gastas dinero en un imán, inconscientemente conduces de forma más suave para autoconvencerte de que funciona. El milagro no es el aparato, es tu pie derecho. El catálogo de los horrores: Analizamos los productos -Eco-OBD2 y similares: Los reyes de las tiendas online. Prometen reprogramar la ECU, pero al abrirlos solo encontramos un temporizador y luces LED. Es pura decoración que no interactúa con el cerebro del coche. -Imanes de combustible (Super Fuel Max): Prometen alinear moléculas de hidrocarburos. La realidad física es que la gasolina no es magnética y estos imanes no tienen efecto alguno en la combustión. Si funcionaran, todos los fabricantes los instalarían de serie para evitar multas de CO2. -Fuel Shark y NeoSocket: Dispositivos para el mechero que supuestamente estabilizan el sistema eléctrico. Contienen un condensador tan pequeño que es técnicamente incapaz de filtrar la carga del alternador. Un insulto a la inteligencia. -Pastillas de nanotecnología (MPG-Caps): Básicamente naftalina. Aunque pueden subir el octanaje de forma marginal, ensucian el sistema de inyección y pueden destruir la sonda lambda, provocando averías de cientos de euros. -El Turbonator: Una hélice metálica para la admisión. En lugar de ayudar, actúa como una restricción al paso del aire, reduciendo la eficiencia del motor y arriesgándose a una rotura catastrófica si una aspa se desprende. -Kits de HHO (Coche de Agua): Prometen quemar hidrógeno mediante electrólisis. Sin embargo, la Primera Ley de la Termodinámica es clara: gastas más energía generando ese hidrógeno a través del alternador de la que luego recuperas al quemarlo. ¿Hay algo que sí funcione? No todo es blanco o negro. Los limpiadores de inyectores de marcas reconocidas pueden ayudar si el motor tiene suciedad real o carbonilla, pero no hacen milagros en motores sanos. Por otro lado, los aditivos de teflón (como el antiguo Slick 50) son terreno pantanoso: aunque reducen la fricción en motores muy viejos, el teflón sólido puede obstruir conductos críticos en motores modernos y turbos. La teoría de la conspiración Muchos creen que las petroleras prohíben estos inventos. La lógica dice lo contrario: si alguien inventara un líquido de 20 euros que ahorrara un 10% real, los fabricantes de coches se pelearían por comprar la patente para cumplir las normativas de emisiones actuales. Consejos reales para ahorrar de verdad Si buscas eficiencia, olvida la magia y aplica la física: -Aerodinámica: Desmonta las barras de techo o portaequipajes que no uses. A 120 km/h, pueden subir el consumo casi un litro. -Neumáticos: Mantener la presión correcta reduce la resistencia a la rodadura y es totalmente gratis. -Mantenimiento: Un filtro de aire limpio es la mejor inversión de ahorro que puedes hacer. Anticipación: Mirar 200 metros por delante, dejar de acelerar ante un semáforo y evitar pisotones innecesarios ahorra más que cualquier coche híbrido mal conducido. El coche del día Volkswagen XL1 Para ahorrar de verdad, hace falta ingeniería extrema, no imanes. El XL1 demostró que se pueden homologar 0,9 l/100 km mediante fibra de carbono, una aerodinámica de récord (Cx 0,19) y tecnología puntera. Eso sí, costaba más de 111.000 euros. Ahorrar, a veces, sale muy caro. En conclusión: No busques soluciones de 20 euros para problemas que requieren tecnología de verdad. En el mundo del motor, los milagros no existen; existe la física. Y la física no se vende en AliExpress.

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EP. 89 Unlocking Gen Alpha: Insights Into Next Gen Global Consumers with Thomas Dijkman, Sr. Retail Consultant, Q&A Retail

NXTLVL Experience Design

Play Episode Listen Later Jun 20, 2026 67:20

About Thomas: Thomas' LinkedIn profile: linkedin.com/in/thomas-dijkman Website: qanda.nl (Company), https://www.ebeltoftgroup.com Phone: +31652656347 (Work) Email: tdijkman@qanda.nl Thomas' Bio: Thomas Dijkman is a Senior Retail Consultant at Q&A Retail, a Netherlands-based retail consultancy. He is Co-chair of the “Young Ebeltoft” initiative, a global collective of next-generation retail thinkers within the Ebeltoft Group. Thomas specializes in translating insights, market expertise, and creativity into practical solutions that help leading retailers adapt and thrive in a fast-changing retail environment. He has worked with retailers such as SPAR, Action, Nexeye, and A.S. Watson, advising on strategy, positioning, consumer engagement, and store and format optimization. With a no-nonsense, data-driven approach, he supports retailers in strengthening their concepts and improving performance across channels. Through his focus on generational insights, Thomas helps retailers better understand what young consumers want and how to turn those insights into action. SHOW INTRO: Today, EPISODE 89… I talk with Thomas Dijkman a Gen Z researcher, which is to say that he is part of Gen Z at 28 years old, who was a speaker at Euroshop 2026. Thomas and the company he work with called Q&A Retail, had just published research on Gen Alpha, which was chock full of insights on this emerging generation of global consumers. 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 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.

Ep. 263 | Allie Kuehner and Sarah Phelps: Designing the Astronaut Experience: Turning a Half-Million-Dollar, 11-Minute Thrill Ride Into a Moment of Awe

The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

Play Episode Listen Later Jun 18, 2026 24:24

Episode 263: What does it feel like to go into space? To rocket past the Kármán line, float in perfect silence, and return to Earth—all in 11 minutes? Blue Origin's astronauts experience an expensive thrill ride: part theme park roller coaster, part life-altering pilgrimage. In this episode, Allie Kuehner, a Blue Origin astronaut from the New Shepard flight NS-33, relives the intense pause before liftoff, the three-G climb that somehow feels slow, and the instant gravity disappears. Joining her is Sarah Phelps, Blue Origin's former managing director of astronaut and customer experience, who reveals how her team turns that fleeting flight into a story people cherish for life. We take a behind-the-scenes look at Blue Origin's astronaut training program. It's curated, detail-oriented, and built to guide participants through an emotionally charged moment of awe. We unpack how a month-long window after Allie first decided to go into space narrows down to an intentionally designed two-day training sprint—one that forges six strangers into a crew that is forever changed upon their return to Earth. We explore, through Sarah's lens, what makes the experience meaningful via her design choices, such as why hearing that audible launch countdown is a moment you never forget. And how the first flight-suit try-on became an unexpected, emotionally charged moment of emphasis for astronauts and their loved ones. Sarah made many experience tweaks, as she explains: "We were going into the debrief, and I said, 'But I didn't hear the "go" poll.' … The answer was, 'Well, the astronauts don't need to hear that; that's not part of it. They can just hear the countdown.' I said, 'But I want to hear, "INCO go. Capsule go. Booster go. CAPCOM go. Crewmen go." I want to hear the flight director, "New Shepard is go for launch." … And just because that's never been done before and astronauts on previous vehicles didn't need to hear it, my astronauts … need to feel that reverberation in their whole being that we are go for launch." Allie and Sarah also share lessons any brand can use to choreograph peak emotion without sacrificing operational precision. And they cover what the future of space tourism looks like, such as why going to the space station just for a weekend may become a reality within our lifetimes. Guest: Allie Kuehner, Blue Origin Astronaut, New Shepard flight NS-33, conservationist, and board member of Nature is Nonpartisan Guest: Sarah Phelps, VP, Games Hospitality, United States Olympic & Paralympic Committee, formerly Blue Origin's Managing Director of Customer Experience Host: Rob Markey, Partner, Bain & Company Give us feedback: Customer Confidential Podcast Feedback Send us a note: Contact Rob Timestamped Topics [00:06] Seven-second rumble before motion and the surprise of a slow ascent [00:09] Capsule-booster separation and sudden silence [00:12] First look at Earth from above [00:14] The astronaut experience inspiration and reimagining astronaut training for modern civilians [00:16] Design brief and making 11 minutes meaningful without formal astronaut prep [00:18] Managing human variables like pausing the launch for final phone calls to family [00:19] Adding the audible "go" poll for emotional impact [00:22] Flight-suit reveals and custom bomber jackets as milestone markers [00:23] Humanizing an engineering culture and lessons CX leaders can mirror [00:25] Looking ahead to Sarah's vision of weekend trips to orbit Notable Quotes [00:00:02] "You're going faster than a speeding bullet. You go through three Gs, but you don't even feel the three Gs, because there's so much else going on. You're looking out the window, it's so loud, and then all of a sudden the rocket and the capsule dislodge from one another. And it goes to perfect silence." [00:00:48] "We're giving people an opportunity to go 62 miles above the earth, and you know that somehow, some way, that experience is going to change you, and it's going to change how you see the world moving forward. For me, it's how do we build an experience around that?" [00:05:34] "One of the most surprising things to me was the ascent—how beautifully slow it felt." [00:06:57] "The first time you get to look out these windows down at Earth, you just see this delicate, finite, beautiful planet. And in that moment, you just realize how connected we all are." [00:09:41] "This thing is an 11-minute flight. It's basically a half-million-dollar roller coaster ride." Additional Resources Watch a full replay of Allie's Blue Origin New Shepherd Mission NS-33 flight here: https://www.blueorigin.com/news/new-shepard-ns-33-mission

[Webinar] Beyond the Voice of the Customer: Richer Signals for Continuous Improvement

KaiNexus Continuous Improvement Podcast

Play Episode Listen Later Jun 18, 2026 54:41

Every process problem is a customer problem in disguise. CI teams are good at finding waste, reducing variation, and improving flow. Customers experience those same breakdowns as uncertainty, frustration, effort, and broken trust.Slides, the resource list, and the full recording are on the episode page: https://www.kainexus.com/customer-signals-continuous-improvement-webinarThis episode is the audio from a recent session of the KaiNexus Continuous Improvement Webinar Series. Annette Behrensmeyer and Volker Probst of Resonance Growth Partners make the case for a second lens on improvement work: the customer signals already hiding inside your operational data. Repeat contacts, transfers, escalations, and frontline observations almost always show up before a survey score moves or a complaint lands. This isn't about replacing voice of the customer or launching another program. It's about enriching the signals you already use to decide what to work on next.In this conversation:Why solicited feedback (surveys, interviews) arrives late and carries an effort tax, and where unsolicited signals fill the gapA three-step approach to connect customer signals to your improvement system, plus a simple way to weigh customer value against business valueHow a 32-bed med-surg unit turned its daily huddle into a 15-minute patient signal huddle and compressed a 60-to-90-day feedback loop into daysHow a med tech company cut call volume by 30%+, saved over $10M in shipping cost, and recovered $20M+ in annual recurring revenue by making an opaque process visibleFour things any CI leader can start on this weekAbout the guestsAnnette Behrensmeyer and Volker Probst are managing partners at Resonance Growth Partners, where they help organizations connect customer understanding, employee insight, and business performance. Annette is a Forrester-certified CX professional with more than a decade designing enterprise CX strategies and feedback-to-action operating models. Volker brings more than 25 years turning customer insight into action at enterprise scale across CX and operational excellence leadership. Hosted by Mark Graban, senior advisor at KaiNexus.

customers webinars repeat signals 10m slides richer cx 20m forrester volker day show continuous improvement voice of the customer mark graban gapa kainexus

Cisco IQ Moves CX from Support to Lifecycle Intelligence, Podcast

Telecom Reseller

Play Episode Listen Later Jun 18, 2026

By Doug Green “The best learning is actually to learn by doing.” In this episode of the Technology Reseller News podcast, Doug Green speaks with Carlos Pereira, Cisco Fellow and Chief Architect, Customer Experience, about Cisco IQ and how Cisco is using AI, lifecycle intelligence and customer experience to help enterprises better understand, secure and future-proof their environments. Pereira says Cisco IQ reflects a broader shift in how customer experience is being delivered. At Cisco, CX is not treated as something that begins after a product is deployed. It spans the full lifecycle: land, adopt, expand and renew, with support embedded throughout. That lifecycle view is especially important because more than 95% of Cisco's business is indirect through partners, and more than half of Cisco's revenue is recurring. Cisco IQ, which became generally available in April, is designed to give customers visibility across the Cisco assets they own, including devices that may be approaching or past end of sale or end of support. Pereira notes that many Cisco products remain in production for years because they are reliable, but long-running environments can create risk if older software, unsupported assets or unpatched vulnerabilities remain in place. With Cisco IQ, customers can see more of their environment, understand lifecycle status, assess security exposure and receive AI-driven insights tied to their own deployments. Pereira says that visibility becomes more important as AI accelerates the speed of both operations and threats. “The speed has changed because the adversary is now faster than what you think your ability to move,” Pereira says. The podcast also looks at how Cisco IQ fits with Cisco Cloud Control, announced at Cisco Live. Pereira explains that Cisco Cloud Control brings product operations together through an agentic interface, while Cisco IQ focuses on lifecycle visibility, entitlement, assets, security assessments, performance and operational insight. Together, the two offerings reflect Cisco's effort to combine AI-driven operations with full lifecycle intelligence. A major theme of the conversation is future-proofing the enterprise. Pereira says Cisco IQ can help customers identify assets that may pose security or operational risks, including devices past last day of support or software exposed to newly discovered vulnerabilities. Cisco IQ can also support assessments around emerging concerns such as quantum readiness, including hardware, software and cryptographic materials. Pereira also discusses why Cisco designed Cisco IQ to support multiple deployment models from the beginning. Cisco IQ can run as SaaS, on-premises tethered, or on-premises air-gapped. That matters for customers with government, sovereignty, security or isolation requirements who still need AI-driven insight without compromising deployment constraints. For partners, Cisco IQ creates a new way to engage customers around lifecycle management, security posture, renewals and modernization. Instead of waiting for problems to emerge, partners can use Cisco IQ to help customers understand what they have, where risks exist and how to prioritize action. Looking ahead, Pereira says the second half of 2026 will be less about AI hype and more about applying AI to business workflows with measurable ROI. In areas such as security and identity operations, the need for speed, visibility and lifecycle intelligence will only increase. Pereira encourages Cisco customers with support entitlements to begin using Cisco IQ directly at iq.cisco.com. Because Cisco IQ includes personalized, AI-driven documentation and insights, he says the best way to understand the platform is to self-onboard and begin using it. Learn more at cisco.com Cisco IQ: iq.cisco.com

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The Channel Architect: Dorothy Copeland's Plan for Partner Growth at NiCE, Podcast

Telecom Reseller

Play Episode Listen Later Jun 18, 2026

By Doug Green “It's the first time we've had a really global effort around bringing our partnerships together.” Dorothy Copeland, Chief Channel Partner Officer at NiCE, joined the Technology Reseller News Podcast at NiCE World to discuss her vision for the company's partner strategy following her appointment earlier this year. Copeland joined NiCE in January as the company's first partner officer, a role created to bring together the company's global partner efforts and strengthen its channel organization. NiCE is leaning more deeply into its partner ecosystem as both a source of growth and a source of scale. Copeland's work includes building a global partner organization, growing partner revenue, strengthening enablement, and ensuring partners have the capabilities needed to support customer implementations. The conversation also explored the changing role of agents, trusted advisors, and MSPs as customer needs evolve. Copeland noted that AI is creating greater demand for managed services and end-to-end customer support. “One of the changes with AI is that customers need more of a managed services approach,” Copeland said. For channel partners, that shift creates an opportunity to move beyond initial customer relationships and participate more fully across the customer's CX journey, from strategy and deployment to ongoing support and optimization. Copeland also discussed the development of NiCE's first formal channel program, the importance of partner enablement, and the company's broader commitment to building an ecosystem that supports long-term partner success. Learn more at NiCE.

ai growth partner architects cx copeland msps

E649: This year, I get clean.

The Ecomcrew Ecommerce Podcast

Play Episode Listen Later Jun 17, 2026 30:02

In this episode, Dave shares his journey of recovery from selling only on Amazon and reducing his dependency on the platform. Dave explores how he's growing sales for his brand after recognizing industry changes. He discusses what he learned from the content marketing industry, the cyclical nature of e-commerce, and the importance of building sustainable systems outside of Amazon's immediate reach. 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 Q3. Timestamps 00:00 - From dependency to strategic recovery 02:22 - The "seven-year itch" in business 03:22 - Impact of AI on content marketing 05:47 - Shifting focus from Google rankings 07:13 - Rebuilding with different channels 09:38 - The typical lifecycle of a product on Amazon 11:03 - Short-term success versus long-term defensibility 13:28 - Beating the ripoff and duplicate culture on Amazon 14:26 - Building off-Amazon sales channels 15:54 - Indirect advertising strategies & lead funnels 17:46 - Differentiating products for Shopify vs Amazon 20:42 - Long-term growth mindset: demand, sales, and scaling 22:38 - Building the team: sourcing Filipino talent via morstaffing.co 25:04 - Manufacturing lessons 28:00 - Industry complexity as an opportunity, not just a hurdle 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!

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Scaling Agentic AI in CX Without Losing the Customer - with Shri Nandan of Comcast

Artificial Intelligence in Industry with Daniel Faggella

Play Episode Listen Later Jun 17, 2026 21:04

As enterprises move agentic AI from controlled pilots into production customer-facing workflows, the gaps in data continuity, governance, and human-agent coordination become the deciding factors in whether AI scales or stalls. In this episode, Shri Nandan, VP of AI Experiences at Comcast, examines why customer experience has become the real stress-test for enterprise AI — and what it takes to scale with customer trust intact. The conversation covers the three data foundations required for context continuity in production, practical principles for human-AI orchestration, and why cross-team governance — a single North Star across CX, IT, and operations — is what separates the organizations that scale from those that fragment. This episode is sponsored by NiCE. Learn how to structure landing pages for higher conversion and how to use self-qualification systems to prioritize high-intent leads. Download our free PDF report, "B2B AI Lead Generation Guide," at emerj.com/aig1

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How Salesforce Is Bringing AI Agents Into Marketing