Podcasts about CX

Today we're going to talk about 'the reseller advantage' and how to modernize businesses by using cloud communications, without compromising customer relationships. To help me discuss this topic, I'd like to welcome Patrick Sheehan, Intermedia's VP Channel Development and Distribution. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Intermedia website: https://www.intermedia.com Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the tug-of-war between innovation and leadership, agility in adapting skills is quickly emerging as the hidden ace in the quest for market dominance. Do you have what it takes to be a leader in today's highly competitive marketplace? Do you want to know what it takes? Brand the Change had the unique opportunity to sit down with one of the world's leading search firms to speak with Partner Greg Welch about the needed superpowers for today's emerging leaders. Today's top experts need to understand competitive threats, exemplify data wizardly, have a great vision and be someone others want to follow. Greg shares this and so much more. Anyone looking to get an inside edge on positioning themselves ahead of the pact, this is a must listen to episode. RESOURCES Spencer Stuart: https://www.spencerstuart.com The Innovation Economy Website: https://www.innovationeconomy.show Sign up for The Agile Brand newsletter here: https://agilebrandguide.com/ Get the latest news and updates on LinkedIn here: https://www.linkedin.com/showcase/innovationeconomy/ Listen to our other podcast, The Agile Brand with Greg Kihlström: https://www.theagilebrand.show The Innovation Economy podcast is brought to you by Arlington Economic Development: https://www.arlingtoneconomicdevelopment.com The Innovation Economy is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op.

Overview: In this episode, Garry Ridge discusses the importance of servant leadership and tribal engagement in achieving success. He talks about the attributes of tribalism, such as learning and teaching, belonging, values, and specialization, and how these can be applied in modern organizations. He also shares his thoughts on the role of a tribal leader and the values he looks for in hiring people. Highlights: "I am committed to the task of servant leadership in that I am here to help others succeed." "One of the biggest desires we have as human beings is to belong." "Tribes had values. What are the values there for? To help protect people and set them free?" "Some tribe members are better warriors, and others are better builders, and others are better sales people, and some are even good customer service people." "Doing the right thing is most important." Links: WD-40 careers page: https://wd40company.com/careers/current-opportunities/ Call to action: If you enjoyed this episode and want to learn more about servant leadership and tribal engagement, check out the WD-40 careers page and see if there are any opportunities that align with your values and skills. ABOUT NICK GLIMSDAHL Subscribe to my bi-monthly newsletter Find Press 1 For Nick on YouTube Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A Coffee BOOK RECOMMENDATIONS: Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Today we're going to talk about successful BPO, or Business Process Outsourcing, and what the enterprise can to do make it a win-win for the business and customers. To help me discuss this topic, I'd like to welcome Sarah Ellenberg, Vice President of Professional Services. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! PartnerHero website: https://www.partnerhero.com Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, stands out in this respect. She has redefined customer experience (CX) in the fintech world by centering it around financial confidence. Wethman's approach goes beyond just offering financial products. She aims to empower customers, particularly those with limited savings, to confidently navigate their financial journeys. This shift from traditional CX strategies to a focus on long-term financial well-being is a game-changer in the industry. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Kim Curley on how organizational culture can affect customer experience Software is straightforward, it's people that are complicated. This week Chris and Gina sit down with Kim Curley, NTT DATA's Vice President of People and Organizational Consulting to talk about the connection between EX (employee experience) and CX (customer experience). Kim shares some brain science on why fear and vulnerability can stop us from adopting new systems in the workplace and breaks down how internal structural problems can lead to external problems for users.   Links: Kim CurleyGlobal Customer Experience Report 

Courtney Trudeau, SVP of Tech Strategy at Merkle, provides an in-depth guide on meeting and exceeding customer expectations. Customer expectations have shifted towards more personalization and an overall exceptional experience during the buying journey. As technology advances and consumers gain more insight into organizations, brands need to adapt quickly to keep up with rapidly evolving customer demands. Today, Courtney discusses CX at the speed and scale of customer expectations. Show NotesConnect With: Courtney Trudeau: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Courtney Trudeau, SVP of Tech Strategy at Merkle, provides an in-depth guide on meeting and exceeding customer expectations. Customer expectations have shifted towards more personalization and an overall exceptional experience during the buying journey. As technology advances and consumers gain more insight into organizations, brands need to adapt quickly to keep up with rapidly evolving customer demands. Today, Courtney discusses CX at the speed and scale of customer expectations. Show NotesConnect With: Courtney Trudeau: Website // LinkedInThe MarTech Podcast: Email // LinkedIn // TwitterBenjamin Shapiro: Website // LinkedIn // TwitterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the ever-evolving landscape of work, where AI permeates our daily routines, it is imperative for teams at every company, including marketers, to embrace technology like AI in order to thrive and maintain a competitive edge. By understanding and harnessing the potential of AI, marketers can propel their companies towards success, keeping them relevant and at the forefront of their respective industries. Today we're going to talk about why marketers need to be comfortable and fluent in technology like generative AI to support their org's marketing strategy, development, and execution, and how reskilling and upskilling play a role in this. To help me discuss this topic, I'd like to welcome Michelle Boockoff-Bajdek, CMO at Skillsoft. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Skillsoft website: https://www.skillsoft.com Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

Stacy Sherman, a certified customer experience (CX) speaker, author, journalist, advisor, and the award-winning host of the DoingCXRight podcast. Stacy is recognized for her Heart & ScienceTM proven framework, renowned for its ability to generate profitable clients and foster brand loyalty through an empowered and valued workforce. With 25 years of experience as a strategist and practitioner at companies like Verizon, Liveops, Schindler Elevator Corp, Wilton Brands, and AT&T, Stacy has consistently practiced what she preaches. Furthermore, she holds leadership roles on multiple university boards and has been featured in prestigious publications such as Forbes and other top-rated outlets.Stacy's driving purpose is to cultivate lasting relationships and create meaningful experiences that enrich people's lives.SHOW SUMMARYStacy Sherman joins the Selling from the Heart podcast to discuss the importance of customer experience in sales. She emphasizes that customer experience and customer service are not the same thing, and that customer experience encompasses the entire journey a customer goes through when interacting with a brand. Stacy introduces the heart and science framework, which blends the emotional and human aspects of business with data and metrics. She highlights the need for sales leaders to break down silos and create synergy between departments to deliver a consistent customer experience. Stacy also encourages salespeople to listen to customer feedback, both solicited and unsolicited, and bring that feedback back to the internal teams to drive improvements.KEY TAKEAWAYSCustomer experience is the entire journey a customer goes through when interacting with a brand, while customer service is a part of that journey.The heart and science framework blends the emotional and human aspects of business with data and metrics to create a sustainable customer experience.Sales leaders should break down silos and create synergy between departments to deliver a consistent customer experience.Salespeople should listen to customer feedback and bring it back to the internal teams to drive improvements.QUOTES"Customer experience and customer service are not the same thing.""The whole journey matters. If the beginning is fantastic but the end is hard, customers will leave.""People buy from people they trust, people they like. It's the authenticity and connection that matter."Learn more about Stacy Sherman: LinkedIn: https://www.linkedin.com/in/stacysherman/Learn more about Darrell and Larry: Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/Website: https://www.sellingfromtheheart.net/Got a video about how you sell from the heart? Share it by texting VIDEO to 21000.Please visit https://www.sellingfromtheheart.net/ book to pre order your copy of the rerelease of the Selling from the Heart book. SUBSCRIBE to our YOUTUBE CHANNEL! https://www.youtube.com/@UCi6OCvGpgQjg8YXg0Hst4NAPlease visit WHY INSTITUTE:https://whyinstitute.com/Please go to WORK BETTER NOW:https://www.workbetternow.com/Click for your Daily Dose of Inspiration:https://www.sellingfromtheheart.net/dailyCheck out the 2023 Authentic Selling Challenge:https://authenticsellingchallenge.com/Get your Insiders Group FREE PASS here:https://www.sellingfromtheheart.net/free-pass

Today we're going to talk about Localization, Personalization, and AI, and how using these methods and tools well can increase ROI and improve the multi-channel customer experience. To help me discuss this topic, I'd like to welcome Stephanie Shreve, Chief Marketing Officer at PowerChord. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

ABOUT TASHA GOLDEN, PhD:Tasha's Profile: linkedin.com/in/tashagoldenWebsites:tashagolden.com (Other)facebook/ellerymusic (Other)ellerymusic.com (Other)Twitter:goldenthisBIO:Tasha Golden, PhD is Director of Research at the International Arts+Mind Lab at Johns Hopkins University, and a national leader and consultant in arts + public health. Holding a PhD in Public Health Sciences, Tasha Golden has published extensively on the impacts of the arts, music, aesthetics, and social norms on health and well-being. She has served as an advisor on several nati      onal and international health initiatives, is adjunct faculty for the University of Florida's Center for Arts in Medicine, and recently led the pilot evaluation of CultureRx in Massachusetts: the first arts-on-prescription in the U.S.Golden is also a career artist and entrepreneur. As singer-songwriter for the critically acclaimed band Ellery, she toured full-time in the US and abroad, and her songs appear in feature films and TV dramas (ABC, SHOWTIME, FOX, NETFLIX, etc). She is a published poet (Humanist Press) and founder of Project Uncaged: an arts-based health intervention for incarcerated teen women that amplifies their voices in justice reform.Tasha's diverse background drives her success as an international speaker and thought leader. She gives talks and facilitates workshops for artists, businesses, researchers, practitioners, and more—helping them enhance and reimagine their work. As a consultant, she helps leaders and organizations draw on the science of arts and health to further their goals. This is one of those conversations that literally just scratches the surface of what is possible when considering how the arts influences our lives. It is an important conversation about why  we need to put art back into our daily routines as a prescription to wellbeing. SHOW INTRO: Welcome to episode 61 of the NXTLVL Experience Design podcast. These dynamic dialogues based on our acronym DATA - design, architecture, technology, and the arts crosses over disciplines but maintains a common thread of people who are passionate about the world we live in and human's influence on it, the ways we craft the built environment to maximize human experience, increasing our understanding of human behavior and searching for the New Possible.As usual, thanks go to VMSD magazine and Smartwork Media.VMSD is the publisher of VMSD magazine and brings us, in the brand experience world, the International Retail Design Conference. The IRDC is one of the best retail design conferences that there is bringing together the world of retailers, brands and experience place makers every year for two days of engaging conversations and pushing the discourse forward on what makes retailing relevant.You will find the archive of the NXTLVL Experience Design podcast on VMSD.com.Thanks also goes to Shop Association the only global retail trade association dedicated to elevating the in-store experience. SHOP Association represents companies and affiliates from 25 countries and brings value to their members through research, networking, education, events and awards. Check then out on SHOPAssociation.orgIn a minute, we'll dig into my discussion with Tasha Golden - Director of Research at the International Arts+Mind Lab at Johns Hopkins University.But first a few thoughts to set up our talk…****************Art and making is part of our human experience – it is part of who we are as a species.I have had this feeling for a number of years, and probably expressed it on this podcast a number of times, that art and making are intrinsic to all of us. There's something unique about the making of things that humans do that is different than other living creatures on the planet. Sure, some of the animals in our world make things too. Birds make nests and the great apes do as well, for some apes, new ones every night as I understand it. But the defining feature between humans and the other creatures making things on the planet is that we make things that can make other things.We are Homo Sapiens – “Man The Thinker” but we are also “Homo Faber” or Man The Maker. I think we're equally “Homo Ludens” – “Man The Player.”I'm sure that there's some deep connection between the idea of the making of things and play that are also deeply connected in defining who we are and how we come to understand ourselves and navigate the world. When I am deeply connected to the making of things, specifically when listening to music and painting, I am very aware of the fact that I am in a Flow state that feels like being deeply involved in play. Time disappears, dissipates… its otherworldly. I think that making, whether objects, stories, music or other manifestations of our creative minds is part of who we all are. But I also think we have pushed it aside getting up in our rational heads believing that we could think our way through our lives rather than feeling, or maybe even creating our way through them.Sir Ken Robinson had said something like ‘we are all born creative, and we have it educated out of us.' That's a tragedy with huge implications to our world when I think we really need super creative solutions to life's pressing challenges.It seems to me that creativity was a necessary skill to be developed as part of our evolutionary history. Being creative, a good problem solver, was an insurance policy for survival. This is also true of our ability to engage in empathic relationships in collaborative communities. When working together, we were much better able to survive. Millenia ago, being cast out of the group and having to go at on your own in the wild might have significantly reduced your chances of survival.And so, making and creating close knit social communities and problem solving have been with us from time immemorial.But beyond making tools, creating shelters and being creative in these ways so as to survive in an unpredictable and sometime brutal world, the arts, at least we call them now evolved as a way for us to express ourselves, our ideological orientations, our understanding of the world.In some ways they were an attempt to understand and answer some of the existential questions of what it meant to be human and how we fit into the cosmological scheme of things. The arts in its many forms; sculpture, dance, song, music, and later literature, brought communities together in shared understanding of the meaning of being individuals as well as members of a larger whole. The arts were a vehicle for the expression of ideas, the asking of questions and searching for answers. In many ways the arts helped to express the ineffable. The arts aligned with our penchant for using narratives to navigate through the world. Stories put things into place, they described the why and how of things. Cognitive scientist Roger Schank has said “Humans are not ideally set up to understand logic; they're ideally set up to understand stories.”      And many of the stories we tell are in the form of the arts. From the paintings on the walls of caves in Lascaux France 1700 years ago, to the contemporary dance of Martha Graham, to best-selling books (you pick the author) or immersive digital experiences of media artists like Refik Anadol, the arts have been, and continue to be, part of our lives. Without the arts, life would be bereft of meaning.I have often heard people say I can't draw or I've got no rhythm and can't dance or I can't hold a tune. These self-judgmental comments go completely contrary to what we know from science about the value of engaging in art or even doing simple things like humming your favorite tune and the positive effects it has on your mind-body state.I find myself humming or singing to myself all the time – Christmas carols in the summer, old 70's rock classics any day, doesn't matter. Humming, an ancient artform, plays a key role in activating the parasympathetic nervous system – also known as your ‘rest and digest state'. Because your vagus nerve, one of your neural superhighways connecting your brain to major organs in the rest of your body, runs through your larynx and pharynx in your throat, the vibrations that humming stimulates your vagus nerve and creates what's known as “vagal tone.”Humming can also improve heart rate variability which is an important metric that shows how well you can recover from experiences of stress. So, when you hum you induce something called “parasympathetic dominance” which means that you move from a fight or flight state into one of increased relaxation. The idea here is that bringing the arts into our lives even in the simplest of ways like humming, reconnects us to ourselves and helps support mind body health, an overall sense of well-being. More and more research is pointing to the fact that engaging in the arts and having a sense of well-being can be directly connected. In fact the whole emerging field in cognitive science called neuroaesthetics is geared towards the understanding of how the arts, in all of their incarnations, influences how we feel - not just when listening to a piece of music or staring at a painting on a wall in a museum - but how the    overall built environment potentially influences our emotional state which may have a direct effect on our body systems potentially leading to disease. So, there is a significant problem at hand when arts funding is slashed from school curricula thinking that it is less important than getting our school aged children ready to compete on the world stage by simply focusing on STEM based curricula only. Fully integrating the arts into the school, and even our workdays, increases learning and company performance. As a personal example, I know I've described this in a number of the podcast episodes, and at the risk of being repetitive I'll do so       now……during the pandemic between 2020 and 2022 and I poured myself into painting, writing and doing this podcast all of which would qualify as the arts. I firmly believe that if it weren't for me finding a Flow state, a pseudo meditative experience, through painting and listening to music while doing it , that my experience of the pandemic may have been drastically different. I think that in many ways, it might have actually been quite negative and that I might have been a very difficult person to live with. Instead, art gave me a sense of agency to be able to navigate the ambiguity of an uncertain future. Engaging in the arts, if even on a small plain of my physical world in the form of a 36 by 48-inch canvas, gave me a certain sense of control. I shifted the negative energy of anxiety and fear of the unknown into creativity in the form of a pandemic production of 25 canvases. I was directly exposed to the value and impact of how the arts could be harnessed to create a profound sense of well-being.And this brings me to my guest Tasha Golden.    Tasha Golden, PhD is Director of Research at the International Arts+Mind Lab at Johns Hopkins University, and a national leader and consultant in arts + public health. Holding a PhD in Public Health Sciences, Tasha Golden has published extensively on the impacts of the arts, music, aesthetics, and social norms on health and well-being. She has served as an advisor on several nati      onal and international health initiatives, is adjunct faculty for the University of Florida's Center for Arts in Medicine, and recently led the pilot evaluation of CultureRx in Massachusetts: the first arts-on-prescription in the U.S.Golden is also a career artist and entrepreneur. As singer-songwriter for the critically acclaimed band Ellery, she toured full-time in the US and abroad, and her songs appear in feature films and TV dramas (ABC, SHOWTIME, FOX, NETFLIX, etc). She is a published poet (Humanist Press) and founder of Project Uncaged: an arts-based health intervention for incarcerated teen women that amplifies their voices in justice reform.Tasha's diverse background drives her success as an international speaker and thought leader. She gives talks and facilitates workshops for artists, businesses, researchers, practitioners, and more—helping them enhance and reimagine their work. As a consultant, she helps leaders and organizations draw on the science of arts and health to further their goals. This is one of those conversations that literally just scratches the surface of what is possible when considering how the arts influences our lives. It is an important conversation about why  we need to put art back into our daily routines as a prescription to wellbeing. ABOUT DAVID KEPRON:LinkedIn Profile: linkedin.com/in/david-kepron-9a1582bWebsites: https://www.davidkepron.com    (personal website)vmsd.com/taxonomy/term/8645  (Blog)Email: david.kepron@NXTLVLexperiencedesign.comTwitter: DavidKepronPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University.He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon. David also writes a popular blog called “Brain Food” which is published monthly on vmsd.com. ************************************************************************************************************************************The next level 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 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.

In this episode of Money Tales, our guest is Greg Menefee. When he was growing up, Greg's perception was that his family was just as well-off as any other. Greg was an avid skier and one year his dad promised him a new pair of $300 skis for the upcoming season. As that season drew closer, the skis never materialized. Greg ultimately mustered the courage to ask his mom about them. It was in that moment that his childhood perceptions crumbled, and Greg learned that his family didn't have $300 to spare for the skis. As Greg tells us, the skis didn't really matter to him, but the situation created a money conflict between his mother and father that became a recurring theme. This shaped Greg's approach to money, making him more risk-averse and changing how he discusses financial matters. Greg Menefee serves as the Senior Vice President of Relationship Management at Orion Advisor Tech. In this role, Greg is the champion of the phrase “Elevate Everything” with his team of consultants who are dedicated to helping advisors maximize their Orion experience and accelerate their firm's growth goals and potential. A self-proclaimed CX fanatic, Greg brings over two decades of expertise in helping advisors think differently about creating incredible client experiences for their clients.  Greg began his career in 1998 with Fidelity Investments, and most recently built and led the Institutional Consulting teams at TD Ameritrade Institutional. When not working with advisors or reading up on the latest books about client experience, you can find Greg and his wife, Summer on mountain bikes with their kids in the Mountain Biking Capital of the world, Bentonville, AR.

Debbie Levitt, MBA, is the CXO of Delta CX, and since the mid-1990s has been a CX and UX consultant focused on strategy, research, training, and Human-Centered Design/User-Centered Design. She's a change agent and business design consultant focused on helping companies of all sizes transform towards customer-centricity while using principles of Agile and Lean. Clients have given her the nickname, “Mary Poppins,” because she flies in, improves everything she can, sings a few songs, and flies away to her next adventure. Her new book, “Customers Know You Suck,” (2022) is the customer-centricity how-to manual. Start investigating what's holding you back from improving customer-centricity. Learn how to be value-led: how much value we can frequently create for potential and current customers. Connect with Jon Dwoskin: Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin Instagram: https://www.instagram.com/thejondwoskinexperience/ Website: https://jondwoskin.com/LinkedIn: https://www.linkedin.com/in/jondwoskin/ Email: jon@jondwoskin.com Get Jon's Book: The Think Big Movement: Grow your business big. Very Big!   Connect with Debbie Levitt: Website: customercentricity.com LinkedIn: https://linkedin.com/in/debbielevitt YouTube: youtube.com/@CX-CC *E – explicit language may be used in this podcast.

This episode features an interview with award-winning CX leader Ron Holt, Founder of Pink Zebra Moving, the first happy moving company. Ron started Pink Zebra in 2020, and is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. He specializes in franchise development, management, sales & marketing, and leadership. And in this episode, Ron and host Larry Fleischman discuss seizing an opportunity in the market, listening to the customer, and creating a truly remarkable experience.Quotes*”Sometimes I would lose competitive bid situations to folks who didn't have near the grit that I have. But the consumer made their choice. And so, there was a moment of reflection during those early years of where I had to really think differently about how I was going to grow the business. Obviously, hard work is always going to be a part of that recipe, but there has to be something else. At the end of the day, it's all about the consumer. What do they want?”*”Most businesses, even today, don't understand that their business has to be unique and different. It has to be remarkable and memorable.”Time Stamps[1:56] Introducing Ron Holt, CEO of Pink Zebra Moving[3:11] The journey of Ron Holt[5:22] How did Ron address the challenges of starting a new business?[7:21] How did Ron start Two Maids and a Mop?[16:44] The birth of Pink Zebra[20:59] How Pink Zebra offers a remarkable moving experience[21:29] How does Pink Zebra make moving fun?[22:45] The importance of customer engagement in the moving industry[23:56] Scaling personalization in the moving industry[30:03] The surprise box: A unique Pink Zebra offering[38:00] The future of Pink Zebra and the moving industry[39:38] The measure of success for Pink ZebraAbout our guest, Ron HoltRon Holt is the Founder of Pink Zebra Moving, having started the company in 2020. He is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. His specialties are franchise development, management, sales & marketing, and leadership. Ron has been ranked 6th in the 2017 Bulldog 100 Fastest Growing Companies, named by Entrepreneur Magazine as the 11th Top New Franchise in America in 2018, won the 2019 UGA Entrepreneurial Spirit Award, and recognized many other times for his outstanding entrepreneurship.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with RonLearn more about Pink Zebra MovingConnect with Larry on LinkedInCheck out HGS

Sidharth Mukherjee is the Chief Digital Officer at Teleperformance. He is based in San Francisco, California. Sid is focused on all things digital and CX and in this conversation with Peter Ryan he talks about th eexplosion in interest in Generative AI in 2023 and how it can really be applied to improve the customer experience. https://www.linkedin.com/in/sidmuk/ https://www.teleperformance.com

This episode is also available in video format on www.Loyalty TV. Today's episode is the first time we are featuring an automotive brand as our guest, and we are delighted it's such an iconic brand. The Ford Motor Company has recently celebrated 120 years in business, and is truly a pioneer of modern transportation. Their approach to loyalty is super exciting, so we were thrilled recently to meet Beth Leverton at the Comarch User Group conference in Poland. Beth is the Director of Rewards, Loyalty and CX for the Ford Motor Group, and she joins us on the show today to share both the benefits and challenges of driving loyalty for such a huge organization that sells cars in over 126 countries globally! Listen / watch to enjoy this conversation with Beth Leverton from the Ford Motor company. Show Notes :- 1) The Ford Motor Company 2) Beth Leverton⁠ 3) www.Loyalty TV⁠

Chip Kahn is a seasoned expert in the realm of customer experience technology, bringing a wealth of knowledge and experience to the forefront.  As the representative of Ovation, a company specializing in customer journey orchestration platforms, Chip has played a pivotal role in revolutionizing the way organizations approach and enhance their customer experiences. With a background rooted in the financial and fintech industries, Chip's journey extends to diverse sectors such as business banking, commercial banking, credit unions, and community banks.  One of the standout features of Chip's approach is his commitment to making customer experience a living, breathing process.  He emphasizes the importance of empathy in understanding the customer's perspective and advocates for organizations to put themselves in their customers' shoes.  Chip believes in identifying areas of improvement through the lens of the customer, leading to more efficient and effective operational processes. Chip Kahn's insights into the dynamic landscape of customer experience technology and his dedication to helping organizations prioritize and enhance their customer journeys make him a valuable figure in the field.  His forward-thinking approach and commitment to continuous improvement position him as a trusted guide for businesses navigating the intricacies of customer experience transformation. Key Takeaways 1. Overlay Approach for Seamless Transformation: By implementing a customer journey orchestration platform like Ovation, organizations can enhance existing processes without starting from scratch.  2. Data-Driven Improvement and Benchmarking: Ovation's platform offers a data-driven approach to improvement and benchmarking. It enables organizations to assess performance anonymously, internally, and even against other groups using the same product.  3. Modular Solutions for Tailored Transformation: The modular nature of Ovation's platform is highlighted as a key feature. Organizations don't need to commit to the entire system upfront; instead, they can adopt features gradually. This modular approach ensures that organizations can build their customer experience strategy over time, aligning with their unique needs and priorities.  4. Customer-Centric Perspective for Uncovering Opportunities: Chip suggests walking through different stages of the customer lifecycle and various products to identify pain points and areas for improvement.  Timestamps [00:05:42] Chip elaborates on the concept of customer journey orchestration, emphasizing its role as an overlay for process enhancement and the ability to identify areas for improvement in real-time. [00:12:38] Discussion on the versatility of Ovation's platform, catering to various industries beyond financial services, including business banking, wealth management, capital markets, insurance, health tech, and even ag tech. [00:18:56] Insights into Ovation's modular approach, allowing organizations to implement the platform gradually.  [00:26:04] Chip explores the importance of empathy in understanding the customer's perspective [00:29:23] Closing remarks and how to connect with Ovation through their website for further inquiries. Quotes 1. "Walk in your customer's shoes and ensure their journey is seamless and efficient—it's about experiencing your product, not just using it." 2. "CX is a living process; meld a better customer experience with existing operations and evolve with your customer's needs." 3. "Always improve CX by asking, 'If I were the customer, how would I want this process to look?'" 4. "Start with the customer hat on, survey pain points, and resolve to make experiences smoother for true transformation." Connect with Chip Website - https://www.ovationcxm.com/  Linkedin - https://www.linkedin.com/company/ovationcxm/  X - https://twitter.com/ovationcxm 

In today's episode, we have the pleasure of having a special guest, Geralyn Gaines, Guest Experience Immersion Manager at Ford Motor Company.Join us on this episode of the Press One podcast as we speak with Geraldine Gaines, the Guest Experience Immersion Manager at Ford Motor Company. Geraldine shares insights on enhancing the guest experience, the importance of diversity and inclusion, and the evolution of customer expectations in the automotive industry.In this episode, we'll cover:- The role of the Guest Experience Immersion Manager at Ford Motor Company- Why it's important for dealerships to reflect the diversity of their local communities- The shift from viewing customers as transactions to treating them as guests- Strategies for enhancing the guest experience, including Four Pass Rewards and remote service options- The use of Net Promoter Score to measure customer advocacy and satisfaction.Get ready to be inspired and gain the knowledge you need to elevate your own guest experiences!__________________________________________________________________________________________________________________________"They want somebody who can relate. They want to talk to somebody who can relate to them and that can best serve their needs." [00:02:45]"We want to be able to attract people to our brand by providing them with these very unique experiences." [00:06:38]"If it takes that little extra time with the guests, they'll rave about you, and you'll bring in even more business." [00:19:10]"Guests want convenience." [00:20:59]"I love hospitality. This is my dream job." [00:22:12]ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Today we're going to talk about enhancing E-commerce with AI by improving personalization, relevance, and the overall customer experience. To help me discuss this topic, I'd like to welcome Sean Mullaney, a former Stripe and Google Executive, who is now Chief Technology Officer at Algolia, which you may or may not know is actually the second largest search engine behind Google, powering more than 1.75 trillion consumer search requests each year. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Algolia website: https://www.algolia.com Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

How can the concept of "Unreasonable Hospitality" reshape the landscape of customer experience within the contact center? In this podcast, Will Guidara, former co-owner of Eleven Madison Park and author of "Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect," shares impactful business insights. His insights into hospitality, leadership, and customer service provide valuable lessons for businesses seeking to enhance their customer experience and build a customer-focused culture. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Darren returns to covering the "Sinister" series once again this week, focusing solely on three topics: 1) The epidemic of unqualified critics in UX circles2) The dangers of and some traits associated with making faux connections on social media3) Under-the-radar displacement activities of senior UXers. Enjoy!Check out the new World of UX website at https://www.worldoux.com. Visit the UX Uncensored blog at https://uxuncensored.medium.com.#ux#podcasts#cxofmradio#cxofm#realuxtalk#worldofux#worldoux#sinisterUX

According to a recent Pew Research Center survey, the majority of workers in the U.S. say that focusing on DEI in the workplace is “a good thing.” With so many organizations adopting ways to improve diversity, equity, and inclusion, it seems that we, as CX professionals, should explore ways we can incorporate this important work into our efforts of improving customer experiences. And my guest on this episode has already made progress in incorporating DEI into CX and EX programs. Host Sara Walker welcomes Victor Udoewa, service design lead at the CDC, for a discussion on diversity, equity, and inclusion in CX metrics and programs. Learn more about Victor via his LinkedIn at: https://www.linkedin.com/in/udoewa/ Listen to more podcasts at https://cxleaderpodcast.com/ Learn more about Walker at https://walkerinfo.com/ 

The Power of Google Comes to Your Website   Shep Hyken interviews Chris Blaisure, senior director of innovation and engineering at Elastic. He talks about using a Google type of search engine on your company's website to help deliver a better customer experience and help customer support agents get the best answers for their customers.  Top Takeaways:    Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company's website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.    Searching on the internet used to be about using keywords, but now it's smarter! It understands what you really want and gives you better answers. This shift allows customers to ask broader questions and receive accurate responses, improving the effectiveness of search platforms and thereby improving customer service.    Customers can now use everyday language to get better results that accurately match what they are looking for. For example, instead of searching "discount iPhone," customers can ask, "I want the best family plan for an iPhone in California." The answer or response suits what the customer needs better.    While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. The goal is not to eliminate phone support but to augment agents with AI-driven tools. This allows support agents to focus on more personalized and complex issues.    Generative AI and advanced search technologies can help build unique customer experiences. Creating meaningful and personalized customer interactions with the help of AI-powered technology can help brands set themselves apart from the competition.    Plus, Chris shares how Elastic started and evolved from searching kitchen recipes to delivering AI-powered CX. Tune in!  Quote:   "Self-service unblocks customer support… and enables a better customer experience.”    About:    Chris Blaisure is the senior director of innovation and engineering at Elastic. He is a technology leader focused on customer satisfaction and driving exceptional user experiences in software and processes.  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

Alignment is a crucial yet often overlooked aspect of retail transformation. As modern retail organizations grapple with diverse functions, goals, and cultures, achieving alignment becomes essential to steer clear of confusion and inefficiency. Oliver Banks explores the multifaceted nature of alignment, its impact both internally and externally, and offers practical insights into creating and maintaining cohesion. He emphasizes the necessity of alignment for consistent purpose, teamwork, effective communication, and decision-making. This episode is a must-listen for those navigating the complex retail transformation journey, seeking to harmonise various organizational elements towards a shared goal.Key takeaways from this episode:Understand the complexities of modern retail organizations and the critical role of alignment in managing diverse functions, goals, and ways of working.Explore the consequences of misalignment, including confusion, inefficiency, and failure to meet objectives, and how it affects both the internal workings and customer perception and CX.Gain insights into creating alignment, from establishing a clear vision and purpose to effective leadership, communication, and collaboration strategies.Learn practical tools for achieving and maintaining alignment within your organization, as highlighted in Oliver Banks's upcoming book "Driving Retail Transformation".Find the full show notes at www.obandco.uk/266.

Nano Interactive's recent data showed that 70% of UK consumers now regularly hide their personal data when online, and as the Government pushes through both its Data Protection and Digital Information Bill and its Online Safety Bill, marketers need to be prepared for the post cookie apocalypse or they risk being left behind and their ad effectiveness will suffer. Today we're going to talk about the post cookie world and what this means for advertisers and marketers, and how it stands to affect the customer experience. To help me discuss this topic, I'd like to welcome Carl White, Co-Founder and Group CEO at Nano Interactive. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service.In This Episode, You Will Learn:How artificial intelligence is transforming customer service.The importance of a data-driven culture in modern businesses.Strategies for integrating AI with human intelligence to enhance customer experience.Jim Iyoob's unique perspective on the future of customer interactions.Key Quotes:"Quality's not a score. It's a behavior." – Jim Iyoob"You can't whack someone on bad data." – Jim Iyoob"Read an article a day." – Jim IyoobConnect with Jim Iyoob:LinkedIn: Jim IyoobYour Host:Gregorio Uglioni, host of the CX Goalkeeper PodcastFollow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/Don't forget to subscribe to the CX Goalkeeper Podcast on your favorite platform. Share this episode with your colleagues who are passionate about customer experience and AI. Leave a review and let us know what you think!

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped.  When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more than most organizations think.  You see, when you start an improvement program, you want some quick wins. So, you address the most obvious areas first, fixing problems and enhancing interactions by defining how you want customers to feel about you when it's over. These elementary steps are necessary, important to prioritize, and, to many companies' chagrins, just the beginning of the process.  Every department in the organization plays a role in the Customer Experience. However, not every department realizes it. Some of them think their insular role inside operations puts a big barrier between them and how the customer feels about the organizations. But it doesn't; in fact, that barrier doesn't exist.  In this episode we explore the steps you take to get these internal departments to look past the non-existent barrier they think is there and understand how what they do affects the experience. We explain how you can then leverage their buy in to get to the outstanding results that you expected but are still waiting to realize. Here are some other key moments in the discussion: 06:33  Colin explains what he plans to do to address this problem, starting with first step, which might surprise you in its simplicity. 09:07  We explain the many ways that Human Resources plays a significant role in the Customer Experience and embracing customer-centricity.  13:21  Ryan explains that first-ordered thinking might be getting in the way of your efforts to help other departments see the effects of their actions on the experience and what you can do about it.      18:40  We discuss the ways that finance is essential to the experience, and, spoiler alert, it has to do with $$$$. 23:33  Colin makes a point that Legal, which definitively needs to protect the company, also needs to be customer centric and how they can be without getting disbarred.  26:31  We share the last example of how IT has become one of the most essential parts of the experience, especially when you consider the importance of managing the organization's online presence and technology integrations. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

We are presenting our 2nd annual Black Friday special episode, where we focus on an aspect of retail, looking back on the current year, as well as to what retailers should be keeping in mind for next year. With the prevalence of online shopping and growing ecommerce providers, brick-and-mortar retailers require business intelligence tools dedicated to in-store analytics to stay competitive in an omnichannel world.  Today we're going to talk about real-time data and AI for in-store retail operations.  To help me discuss this topic, I'd like to welcome Joe Shasteen, Global Manager, Advanced Analytics at RetailNext. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

In this episode, Adam Chen interviews Shane Pahl, a consultant by trade and organizational anthropologist by training. We discuss such heady topics as defining what intraprenuership means and how we see that play out in the organizations we have both worked with. Take a listen to glean insights on how organizations can cultivate people and foster innovation from the viewpoint of a hired gun brought in from the outside. Resources The Innovation Economy Website: https://www.innovationeconomy.show Sign up for The Agile Brand newsletter here: https://agilebrandguide.com/ Get the latest news and updates on LinkedIn here: https://www.linkedin.com/showcase/innovationeconomy/ Listen to our other podcast, The Agile Brand with Greg Kihlström: https://www.theagilebrand.show The Innovation Economy podcast is brought to you by Arlington Economic Development: https://www.arlingtoneconomicdevelopment.com The Innovation Economy is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op.

Why did I decide to encore this show about being customer-centric and transforming or innovating at a very large organization? Well, two main reasons. First reason can be neatly summed up by this recent Tweet from Rik Renard, which I have edited slightly to suit my own purposes. Here's the Tweet: “The Achilles' heel for most healthcare [innovators] is overlooking the role of change management. The deal isn't sealed until the whole team is raving. Adoption doesn't [automatically follow innovative thoughts no matter how good they are or how much it cost to build or buy anything]. Take change mgmt seriously.” This is relevant to pharma companies, to big provider organizations, to SaaS vendors, to payers … pretty much anyone. So, yeah. This show … still relevant. But also there's a #2 reason for this encore. It's coming at ya smack in the middle of an ongoing series for boards of directors, CEOs, and CFOs of self-insured employers. As discussed last week in the show with Mark Cuban and Ferrin Williams, PharmD, MBA (EP418), healthcare has become financialized. There is a whole financial layer sitting in between health benefits and the employer, and dealing with that requires customer centricity, transformation, and innovation at the employer level—a little change management, if you will. And with that, here is your encore. I was at the PanAgora Pharma Customer Experience (CX) Summit. Let me tell you one of my big takeaways. Many at pharma companies who are trying to convince their organizations of the need to be provider- and/or patient-centric are having a tough go of it. Heard that coming from every direction. Seems there are quite a few pharma organizations out there who are not actually customer/patient-centric. Say it isn't so. Turns out, they continue to be pretty darn brand-centric whether or not anyone besides the CX team and the most successful KAMs (key account managers) realize this hard truth. This matters because, from a provider organization, physician, or patient standpoint, it's not what's written on the walls … it's what goes on in the halls. It's what a company actually does in their interactions with the rest of the healthcare ecosystem that matters and that builds their reputation. You see this lack of customer centricity and, et cetera et cetera, there are certainly other things going on here; but you see the lack of customer centricity manifesting, right? You see the pharma reps that get kicked out of hospital systems because the perception is they add little if any value and “waste doctors' time; all they do is shove detail aids in our faces.” Heard that recently. Look, this doesn't just pertain to Pharma; this is a message for the whole industry. But there is certainly a way to do well by doing good, and how that starts is helping provider organizations and patients improve patient outcomes as the primary goal. Being innovative to that end. It's about supporting the best-practice standard of care and bringing resources to bear that are truly helpful. That is how more of the right patients can get the right treatment/drug at the right time or take their meds as per the A1A clinical guideline. It's probably also the way to sustainable business success. I've said it here a thousand times: People trying to do the right thing by patients all need to work together. If there's a party in the mix that nobody else wants to deal with because they are deemed not a team player or they don't listen … yeah, that's what I call a competitive disadvantage, beyond just squandering their ability to achieve their mission statement and improve patient care and lives, that is. Today's conversation is with Karen Root, who was a speaker at the aforementioned PanAgora conference. In this healthcare podcast, we are talking about how to make transformation and innovation actionable at a large organization—maybe a pharma company but pretty much any large organization with lots of people, lots of human beings with different motivations and goals. As we all know, for every early adopter, there are (it feels like) five laggards who will fight you tooth and nail because they do not want to transform. They like being brand-centric, and it's been working out fine … well, up until this year, at least. Karen Root is currently director of experience strategy at Boehringer Ingelheim, which is a pharma company. For many years prior to her current role, she was an enterprise head of brand and culture at WL Gore & Associates. What we talk about in this show is how to break down the historical “brand is king” mentality so that people want to follow with the awareness, courage, and determination to do so. Everything that we talk about in this episode can also be applied to pretty much any organizational transformation or the rollout of any innovation or new capability. Here's the key things that Karen talks about which are essential for an organization to transform, maybe (again) in a way that is customer-centric and/or to roll out new innovations or capabilities: 1. Leaders must communicate a compelling vision that also includes a realistic assessment of what it's gonna take to reach that vision and offer hope and the promise that the hard work and inevitable problems will all be worth it. 2. Systems thinking—a consideration of the systems and the people who will need to be a part of the transformation, thinking through what is likely to go wrong and proactively planning for it 3. Identify the right entry point. This should be a micro-journey or a quick win so that the team can score a victory and get through the messy middle that exists in any transformation or rollout. Triple points if you can find a micro-moment that has some emotionality connected to it from your customers' perspective or patient perspective. If you can fix a so-called moment that matters, it really matters. Consider starting by looking into call center logs, finding a common complaint, and fixing it. Do it this way and it's harder for anybody to complain that the status quo is so super amazing and tell you to talk to the hand. 4. Determine how you are going to measure what your quick win accomplished, as well as your whole larger transformational effort. 5. Ensure you have a full story arc here that shows the before and the after that clearly articulates that the before (the status quo) is problematic and that we have to, with urgency, get to the after. 6. Never forget that we're working with human beings here and not, as they say, rational economic actors. One heads-up: In the conversation with Karen today, we talk a lot about the so-called J curve. As Karen says (and you can look this up), whenever you introduce a new anything into an organization, at some point, there's gonna be a mess-up. And when something messes up, the whole team will spiral into a so-called “trough of disillusionment” or a “trough of despair,” sometimes it's called. This is the rock-bottom hook of that J in the J curve. The thing is, if a leader's vision isn't sufficient or their will to continue isn't sufficient, then the organization quits at this low point instead of working through it and coming out in a better place on the other side of the J. And you know what happens then. From that point forward until eternity, everybody who brings up implementing an innovation or a transformation will definitely hear the lecture about the time we tried that and how it failed miserably. So, the J curve … Check it out. Don't underestimate it. One very last thing: If you are working for a large organization (like Fortune 500 large) and you have succeeded in moving a transformation forward (like being actually patient-centric or customer-centric, for example), hit me up. I would certainly love to hear your thoughts on how you did it and why you think you were successful and the impact that you had.   You can learn more by connecting with Karen on LinkedIn.     Karen Root, MBA, CCXP, is a strategy, innovation, operations, and marketing executive with more than two decades of experience in healthcare, including medical devices, biopharma, and pharmaceuticals. Her background spans more broadly to include computer software, publishing, and consumer package goods. She has driven transformation and growth as a senior executive for companies ranging from start-ups to Fortune 100 multinational organizations. Driving transformative capabilities include digital marketing for Sanofi Pasteur and marketing at start-up for their subsidiary, VaxServe. Karen then led the medical division in customer experience at WL Gore & Associates, later leaving the organization as enterprise leader of brand and culture. She is currently leading customer experience in the United States for Boehringer Ingelheim. Karen has been adding innovative experience design in the metaverse to her arsenal of knowledge. Certified in blockchain technology, cryptocurrency, non-fungible tokens (NFTs), and as a metaverse expert, she has a patent pending in smart contracts and is exploring integrating NFTs and meta-realities into the healthcare space. Karen is the author of Spectrum Thinking and Signature Experience: The Intersection of Brand Promise and Customer Experience for Competitive Advantage. Her next book, Ready Worker One, was co-written with her daughter, Kayla Root, and is expected to be published in early 2024. It pulls from gaming and behavioral science, along with DAO structure (decentralized, autonomous organizations). Karen was recognized by Forbes in 2022 as one of the Top 10 Healthcare Entrepreneurs to Watch.   08:51 What skills does leading a large company in customer centricity require? 10:36 What needs to be included in a vision for customer-centric change? 11:01 “In transformation, we have to adjust the approach to that vision. We have to break it down into a couple of key steps.” 11:39 What is the J curve? 12:26 “Disruption is going to happen; it's just how do we minimize its impact.” 14:00 Why is hope so important for success in change? 17:22 “Leverage your people; understand where they are in the change curve.” 26:24 “We can't manage what we don't measure.” 26:33 “We have to not only measure in quantitative ways but qualitative.” 27:35 What's the downside to not being able to innovate? 28:55 Why does leadership need to have a story to tell? 31:19 “We have to remember that these are human beings and to look for those tells.”   You can learn more by connecting with Karen on LinkedIn.   Karen Root of @boehringerus discusses #customercentricity in our #healthcarepodcast. #healthcare #podcast #digitalhealth #pharma   Recent past interviews: Click a guest's name for their latest RHV episode! Mark Cuban and Ferrin Williams, Dan Mendelson (Encore! EP385), Josh Berlin, Dr Adam Brown, Rob Andrews, Justina Lehman, Dr Will Shrank, Dr Carly Eckert (Encore! EP361), Dr Robert Pearl, Larry Bauer (Summer Shorts 8)  

Andrew McNeile is the Chief Customer Officer of ThinScale Technology. He is based in Dublin, Ireland. ThinScale enables remote and hybrid work using bring-your-own-device by ensuring that remote employees can connect securely. The company saw a boom as the pandemic forced office workers to work from home, but what does the situation look like now?  Is WFH and hybrid here to stay in CX and BPO? Mark Hillary called Andrew at his base in Dublin to catch up and see how he thinks BPO will evolve... https://www.linkedin.com/in/amcneile/ https://www.thinscale.com/

Today we're going to talk about proposals - love them or hate them, they are a requirement for so many companies, consultancies, and consultants to get new customers and new projects. Today we're going to talk about some ways to do proposals better and smarter. To help me discuss this topic, I'd like to welcome Joe Ardeeser, Founder & CEO at Smart Pricing Table. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Smart Pricing Table website: https://www.smartpricingtable Free download: The Profitable Proposal Blueprint: https://www.smartpricingtable.com/free-guide The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

How can businesses genuinely embrace customer-centricity? Do companies like Apple genuinely prioritize their customers, or do they place their products above all else? These pressing questions guide our conversation with Colin Shaw. With a career spanning decades, Colin Shaw, the founder and CEO of Beyond Philosophy, brings firsthand experience to the evolving world of customer experience. With seven best-selling books under his belt and recognition as a LinkedIn Top Voice and influencer in customer experience and marketing, he's a trailblazer in his field.   Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Today's episode is another combo session. This time, Darren addresses some sinister elements associated with UX portfolios, but from a potpourri-oriented perspective. Ready for some truth bombs about portfolios? Tune in to hear Darren's take!Check out the new World of UX website at https://www.worldoux.com. Visit the UX Uncensored blog at https://uxuncensored.medium.com.#ux#podcasts#cxofmradio#cxofm#realuxtalk#worldofux#worldoux#uxportfolio#portfolios

What does it really take to do customer experience right in your organization? How can you get leadership buy-in and prove ROI? Host Stacy Sherman poses these questions to international customer experience leader Gregorio Uglioni, drawing on his in-the-trenches experience across healthcare and banking sectors. You'll hear simple yet powerful ways to build empathy, break silos, and drive measurable CX impact starting small, along with practical tips to “pull people in” through motivation vs. pushing. Take notes, as there are a lot of gems and lessons that you will benefit from in this episode. Learn more at    

This episode is brought to you by Wix Studio. The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant improvements in performance and satisfaction. Bridging these two domains requires a nuanced understanding of both the internal and external dynamics of organizations.

Welcome to another engaging episode of the CX Goalkeeper Podcast! Today, we're thrilled to present "Distilling the Essence of CX: The CX World Games with Chris Brooks." Dive deep into the world of Customer Experience (CX) with our esteemed guest, Chris Brooks, a renowned CX consultant and the visionary behind the CX World Games.About Chris Brooks:Chris Brooks stands at the forefront of CX innovation. With a career spanning several years, he's a thought leader who believes in practical solutions over theoretical knowledge. His work with the CX World Games is a testament to his commitment to real-world impacts in the customer experience domain.Key Quotes:“We can do a lot more in CX by considering its social impact.” – Chris Brooks“The most precious resource for CX professionals is their time.” – Chris Brooks“Be conscious of where you set your compass in the CX journey.” – Chris BrooksWhy Listen:This episode is a treasure trove for anyone in the CX field – from novices to seasoned professionals. Chris' unique perspective on CX as a blend of art and science, combined with his experiences with the CX World Games, offers invaluable lessons and strategies.Don't miss out on this insightful conversation. Listen now, and if you find value in our content, please subscribe and share. Your support helps us bring more such CX insights to you. Follow the CX Goalkeeper Podcast for more episodes where we dissect the goals and strategies of leading CX practitioners and thinkers.Customer Experience, CX Leadership, Chris Brooks, CX World Games, Business Transformation, Podcast, CX Community, Customer Service, CX Innovation.Stay Connected:For more updates and episodes, follow us on your preferred podcasting platform and visit our website. https://www.cxgoalkeeper.com/podcast. Follow me on LinkedIn https://www.linkedin.com/in/gregorio-uglioni/ for regular transformation, leadership, and CX insights and discussions.Empowering your transformation journey with insights from the best in the field. That's the goal we keep at CX Goalkeeper Podcast.

I'm excited to bring you the latest in a multi-part series sponsored by Contrast & Co., an award-winning brand strategy and communications agency determined to build the most strikingly different brand experiences anywhere. Today we're going to talk about creating a strikingly different brand, why it is so important, as well as the cost of inauthenticity in branding.  To help me discuss this topic, I'd like to welcome Dharma Pachner, Founder & Chief Creative Officer at Contrast & Co. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

Lots of good stuff in this episode as Curtis and Tony discuss Really Rad, the USCX, and Pan Ams. A few hot takes and insights from each event all recorded BEFORE the big announcement that GCN will be closing GNC+ (more on that in the next ep). But dive into Curtis's thoughts on a second USCX title, a dissappointing Pan Am's race, and a look ahead at US Nats.

Regret is a powerful emotion. One might not think it has a place in a marketer's messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also be a powerful tool. The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn't, too. What we regret and how we respond to it requires understanding how regret happens.  Inside each of our minds, we have three selves. There is the Actual Self, the one we are despite any notions we might have. There is also the Ought Self. This self is the one with obligations and responsibilities. Then, there is the Ideal Self, which is who we want to be. Regret is often a conflict between the Actual Self and one of the other two.  What we regret and who we blame has a lot to do with comparisons between these selves internally. Also, these comparisons might differ depending upon the customer segment to which the individual belongs. Therefore, to use regret as a marketing tool, it is essential to understand what comparison your customers are making and to what standard or value they hold.   In this episode, we explain the psychology of regret, how it drives our future behavior, and what to do about it if it happens to your customers after buying your product or service. We also discuss how you can use it to create improved experiences with no regrets for your customers.  Here are some other key moments in the discussion: 01:49  Colin explains how he was once a Sony Superfan and how it led to one of the purchases he regrets nearly every day.  03:49   Ryan explains how Colin's perception of self plays a role in his purchase regret regarding the television by explaining the different selves we each have. 10:23  We get into the idea that how much regret we feel has a lot to do with how much control we think we had regarding the decisions made.       14:53  We discuss the impact of regret in customer experience settings and start a discussion about how an organization could respond. 19:04  Ryan explains that people regret different things in the short term vs. the long term.  25:46  We both share our final thoughts on the key takeaways a marketer should have about how to leverage regret in their messaging. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

I am here at Opticon 2023, Optimizely's annual conference, here in San Diego, California where there have been a lot of exciting announcements, and we're going to get to at least a few of those today. Innovation and creativity don't happen in a vacuum. Humans work better in groups, and the right platform provides a base for their collective imagination to flourish.  Today we're going to talk about content creation and management as tools to boost creativity and effectiveness of marketing efforts, all to the benefit of the customer. To help me discuss this topic, I'd like to welcome Deane Barker, Global Director of Content Management at Optimizely. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Optimizely website: https://www.optimizely.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow 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

Hey CX Nation,In this week's episode of The CXChronicles Podcast #215 we  welcomed Steve Portigal, Principal at Portigal Consulting based in Montara, CA. Steve works with organizations in two key ways: i) he uncovers key insights about users and customers to help drive decisions about product, service, technology, and strategy and ii) he works with leaders to build a more mature user research practice. In this episode, Steve and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #215 Highlight Reel:**1. Understanding the core of a user's experience and how its originally designed 2. Investing in user research operations to help scale your business 3. Prioritizing what you need to learn about your users & how you can take action 4. Mapping the iceberg of your customer and user experience  5. Getting your team to prioritize the key CTAs that will drive innovation & growth  Huge thanks to Steve for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Steve PortigalClick here to learn more about Steve's new bookIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchroniclesSupport the showSupport the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

LinkedIn is increasingly becoming a critical tool for sales and business. Add in AI, and now it's taking it to a whole different level. Companies that promote and support employee engagement and usage, especially thriving sales organizations that leverage social selling strategies, are reaping strong rewards. Where is it headed and how should employees and companies leverage it to build strong brands and uncover new business opportunities? In this latest episode, Brand the Change is thrilled to have LinkedIn Whisperer Brynne Tillman. Brynne provides a state of the state as well as some futuristic insights on integrating AI and where this powerful platform, now closing in on a billion users, is headed for employees and companies. Resources The Innovation Economy Website: https://www.innovationeconomy.show Sign up for The Agile Brand newsletter here: https://agilebrandguide.com/ Get the latest news and updates on LinkedIn here: https://www.linkedin.com/showcase/innovationeconomy/ Listen to our other podcast, The Agile Brand with Greg Kihlström: https://www.theagilebrand.show The Innovation Economy podcast is brought to you by Arlington Economic Development: https://www.arlingtoneconomicdevelopment.com The Innovation Economy is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op.

With all of the emphasis lately on developing digital experiences, it's often overlooked that the customer experience transcends online and offline touchpoints. In this episode, hosts Chris Boyer and Reed Smith discuss the concept of a hybrid CX approach, integrating offline and online experiences, and the role AI has in supporting the new customer journey. Ian Lindsey from CereCore joins to discuss the important role the call center agent has in improving the overall PX. Mentions from the Show: Hybrid CX: Integrating Offline and Online Experiences SeamlesslyBowstring.tv Customer Experience in the Age of AI CereCore brings a healthcare operator heritage to IT services, serving healthcare organizations across the nation and abroad. Learn more at cerecore.net ebook Diagnosing Your Health System's IT Support Desk - explaining how to use service level metrics to uncover hidden costs, increase user satisfaction and efficiency CereCore support assessment (at no cost and no commitment) to discover where to begin gaining greater efficiency in IT support Ian Lindsey on LinkedIn Learn more about your ad choices. Visit megaphone.fm/adchoices

Building trust is a crucial aspect of any successful business, especially when it comes to the client experience. But how exactly can organizations foster trust, and what role does emotional safety play in this process? One individual who has made significant strides in understanding the dynamics of trust is Charles Green. He has dedicated his career to understanding the dynamics of trust and how it influences various aspects of our lives. His insights, particularly through his work "The Trusted Advisor," have profoundly influenced the professional services landscape. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

When talking about business innovation, a lot of focus is placed on large enterprises, yet according to numbers from the Small Business Administration in January of 2023 99.9% - yes, 99.9% of companies, or roughly 33.2 million businesses are considered small businesses. Today we're going to talk about the valuable role that small businesses play, as well as how the places that small businesses are located in can help them back. To help me discuss this topic, I'd like to welcome Tara Palacios, Director of BizLaunch at Arlington Economic Development, based in Arlington County, Virginia. RESOURCES The Innovation Economy Website: https://www.innovationeconomy.show Sign up for The Agile Brand newsletter here: https://agilebrandguide.com/ Get the latest news and updates on LinkedIn here: https://www.linkedin.com/showcase/innovationeconomy/ Listen to our other podcast, The Agile Brand with Greg Kihlström: https://www.theagilebrand.show The Innovation Economy podcast is brought to you by Arlington Economic Development: https://www.arlingtoneconomicdevelopment.com The Innovation Economy is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. SYNOPSIS The focus of economic development, as discussed in the episode, is to make a meaningful difference in someone's life and assist them in building a sustainable business. The host emphasizes that the goal is not merely to fulfill a requirement, but to genuinely impact individuals and their families. The philosophy is centered around uplifting everyone and creating opportunities for individuals to establish businesses that can support themselves and others. To achieve this, the episode suggests thinking creatively and looking beyond the challenges posed by the pandemic. The host mentions that they are actively exploring new tools and approaches to support economic development. They highlight the importance of forging partnerships with the right organizations, including unconventional ones, to foster meaningful collaborations. An example of such a partnership mentioned in the episode is with Amazon and AWS. Additionally, the episode addresses the challenges faced by small businesses within the context of economic development. The host acknowledges that small businesses often become consumed by day-to-day operations and the constant pursuit of growth. However, they emphasize the significance of staying aware of the changes happening around them, such as redevelopment and new business opportunities. Property owners may choose to redevelop their properties, which can pose challenges for existing businesses. Therefore, economic development efforts should also focus on honoring legacy businesses and finding ways to support them during property development processes. Throughout the episode, the host and guest stress the importance of thinking outside the box and collaborating with diverse organizations for economic development. They emphasize that economic development is not limited to traditional methods, but also involves exploring new tools and approaches. They underscore the need to look beyond the pandemic and identify the lessons learned that can have a lasting impact on economic development. The guest shares their philosophy of making a positive difference in people's lives and helping them build sustainable businesses. They express their motivation to uplift everyone and create opportunities for success. The host agrees and emphasizes the importance of partnering with the right organizations, including new types of organizations, to achieve these goals. One specific example of a partnership mentioned in the episode is with Amazon and AWS. The guest highlights the benefits of this partnership and how it contributes to economic growth and stability. Overall, the episode emphasizes the necessity for economic development initiatives to think innovatively, collaborate with diverse organizations, and explore innovative approaches to create lasting impact and support sustainable businesses. Arlington Economic Development offers a range of resources and tools to support the growth and success of small businesses. One of the programs they have implemented is BizLaunch, which is led by Tara Palacios. BizLaunch aims to provide assistance to small businesses and help them navigate the challenges they face. This includes offering guidance on marketing, economic development, and community engagement. In addition to providing resources, Arlington Economic Development recognizes the importance of digital communication in reaching and supporting small businesses. They have observed a digital divide between older, established businesses and new startups when it comes to adapting to online platforms. While startups were able to pivot and adapt to the digital landscape, older businesses struggled to make the transition. To address this issue, Arlington Economic Development has implemented a program called relaunch. This program aims to bridge the digital divide by providing support and resources to help legacy businesses adapt to the online world. Overall, Arlington Economic Development is committed to fostering a thriving business community in Arlington, Virginia. They acknowledge the vital role that small businesses play in the local economy and understand that supporting these businesses is crucial for the overall economic development of the community. Through programs like BizLaunch and relaunch, they provide the necessary tools and resources to help small businesses thrive and succeed in an increasingly digital world.