Podcasts about CX

// UPDATE ON LITTLE SUGAR GROUP RIDE //Saturday, Oct. 11 at 9:00am!Will leave from Finish Line for a 11.7mi route that covers the finish.Route: https://www.strava.com/routes/3411217966276238992

Prologis owns 1.3 billion square feet of real estate, handling nearly 3% of the global economy. How do you lead B2B customer experience at that scale and secure your position in the future economy? This week on The Modern Customer, Scott Marshall, Chief Customer Officer at Prologis, shares how he drove the service model transformation surrounding industrial real estate (moving beyond "four walls and a roof") to build a strategic partnership with the global supply chain. Episode Highlights: ▶️ The CX Transformation: The strategic shift from property maintenance to the "REX Manager" (real estate CX) role, prioritizing customer success and service recovery. ▶️ The 80% Rule: Scott's leadership hack: why he deliberately over-indexes 70-80% of his time on customer-facing initiatives. ▶️ Future-Proofing with AI: Using machine learning to predict customer sentiment and plan for 2027 and beyond. ▶️ Managing Crises: How to calm the storm during a "poly-crisis" (geopolitical issues, disasters, etc.) by maintaining exceptional responsiveness. Learn how to integrate CX, AI, and strategic operations into a single engine for scalable growth. Tune in now!  Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li,  Co-Founder & CEO of Duckie.ai based in San Francisco, CA.Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes.In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #269 Highlight Reel:**1. AI-Driven Support Is The Future 2. Enhancing CX and EX Through AI 3. Building Customizable AI Support Bots4. Leveraging Engineering For Strategic Growth 5. AI-Powered Customer Feedback Analysis  Click here to learn more about Valerie LiClick here to learn more about Duckie.aiHuge thanks to Valerie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Independente da indústria, a experiência do consumidor (CX) é a conquista máxima da empresa para o engajamento. Edson Lisboa, superintendente de TI do Sicoob, e Thiago Viola, diretor de IA e Dados da IBM Brasil, contam como o mercado financeiro está usando agentes de IA para ganhar vantagem.Este é o quinto episódio da terceira temporada da minissérie BeeYond AI, uma cocriação da The Shift com a IBM Brasil.Confira abaixo outros episódios da minissérie:FinOps na prática: redefinindo a eficiência - a prática garante eficiência operacional, governança e retorno estratégico na era da IA.A força e o futuro das finanças embarcadas - elas levam o banco para além das suas fronteiras e são o novo paradigma do setor.Um novo mainframe para a nova era da IA - Novos modelos de mainframe feitos para IA em tempo real mudam o mercado financeiro.Avanços e impactos dos agentes de IA - Agentes de IA orquestram processos complexos, são autônomos, tomam decisões elaboradas e aprendem com o feedback recebido. Sergio Fortuna, VP de vendas da IBM Brasil, explica por que investir já na tecnologia.A IA como aliada da produtividade. Por que a inovação baseada em dados é tão poderosa quando se soma à inteligência artificial?Transformação sustentável com IA. Como a IA pode apoiar a aceleração da transformação digital e os esforços de sustentabilidade das empresas?Otimizando custos com nuvem híbrida e IA. O que acontece quando a IA entra na equação de FinOps?IA e a personalização do atendimento ao cliente. Porque CX ganhou um “efeito turbo” com uso de Inteligência Artificial.Computação quântica + IA mudam o futuro dos negócios. Uma jornada que está cada vez mais próxima. A The Shift é uma plataforma de conteúdo que descomplica os contextos da inovação disruptiva e da economia digital.Visite o site www.theshift.info e assine a newsletter

Live from the LIMRA Annual Conference, host Paul Tyler and guest host, Tom Rios explore the future of carrier communications with Stephanie Warren and Tim Mader of O'Neil Digital Solutions. The conversation looks beyond today's PDFs to a unified, intelligent platform where print and digital are orchestrated together—with auto-failover (email → mail), real-time delivery confirmation for agents, and 10-year, regulation-ready audit trails.  They sketch what's next: dynamic, personalized content (QR codes, agent video intros), event-triggered journeys (policy issued, first annuity payment, claim payout), and template consolidation that unlocks governance and speed. Most importantly, they reframe communications as a revenue and referral moment—turning required documents into measurable CX wins while staying compliant. Learn more at  

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I'm like "Just the water." There you go "Just the water." But anyhow I say all that to say the blue plate special of the day at McBee's whether you're eating healthy or not they got you covered 'cause you can do the chicken breast but today's Thursday the special is red sauce spaghetti and it is oh so good if you like spaghetti I'm not even a red sauce spaghetti fan I like alfredos- Really Okay and the chicken spaghettis and stuff But I will eat it here and there Like if somebody cooks it I'm not pushing it away But I did I wanted to try everything on the menu Yeah So I could honestly give you my my opinion on it Their red sauce spaghetti's great but if that's not your thing they do have um hamburger steak which is works great for keto They have chicken breast or country fried steak And of course the vegetables okra and stewed tomatoes black-eyed peas turnip greens rice and gravy side salad lima beans green beans mashed potatoes mac and cheese fried okra or fries So you know if you been doing this long enough you know you can create you a carb less plate lunch right there from McBee's And uh I I went a little half and half yesterday I did get the fried okra 'cause they have in my opinion the best fried okra in town It's hard to pass fried okra man It it it really is Let's uh let's take a call real quick before we jump into this conversation on the Mazda Jackson phone line Hey good morning you're on the air Good morning Clay Uh I was headed toward I-220 yesterday going to Industrial Drive take my son some lunch I live in Rankin County of course But on the way up there that going there is nothing but a junk It's trash and I was thinking since the fair was gonna be in town everybody was gonna clean up everything mattresses on the highway Uh it was just it was just unbelievable And where was that at 20 westbound going to I-220- Oh oh to Industrial Drive Oh oh yeah It was terrible Yeah it it's bad C- like of course I come through there every day and I'm just wildly disappointed I will say that at least up through the Ellis Avenue area there they do have the street lights working again Uh so kudos to MDOT for that Okay Okay but everything else it it was just terrible the fair will be here today and they would have everything cleaned up but no Ah it's unfortunate- So but hey what you know if you don't expect anything you won't be disappointed when you don't get it.That is true And I didn't expect nothing else from out of Highlands County But thank you Have a great day Enjoy the show Bye You Thanks I love- Look- I love my callers Ca- can I say this though I actually do think that Mayor John Horn's doing a good job so far I do too Yeah I mean look are are there things that people wish would happen faster Yeah But if you look at sort of the level of activity you know just getting out and filling potholes and paving streets and the stuff that's the basic blocking and tackling I think they're looking for the right police chief obviously right now Um you gotta give them a little credit compared to where we were were you know just- Oh sure a few months ago Well you know it's like I said for the the year leading up to the election whoever wins if they'll just come in and quit doing all the wrong things right they'll they're gonna look really smart Just just letting you know like a like letting a a s- a let- letting a a wound heal on your arm a scab If we just quit picking at it it'll heal Uh the last mayor and the administration in general just kept picking at scabs And for the analogy here it's like uh traditionally you know for 100 years for government to run correctly you just take a right take a right take a right Uh at every opportunity to take a traditional right chalk away to the left And if you would just get back to taking the rights just doing the right thing period You don't have to be the smartest guy in the room but it's gotten so bad if you'll just do that again you're gonna look great And I think John's getting back to just do it just let's just quit trying to reinven- vent the wheel and just let it go round and round and some of this will autocorrect Yeah and look John's smart Um I think he's surrounding himself with some smart people I mean we'll see how it plays out It's earl- it's too early to say that it's going to be a a raving success But comparatively already they're doing things and I think have kind of built the right kind of team Um and then you know you look at the level of cooperation that I think you're going to get from the legislature from the governor um they all like him I mean he had a history of working across the aisle and being easy to talk to and easy to work with And I think people are gonna want to help um you know as we come up into this next session And so I think Jackson's like if if I I know part of of your brand has been like hey Jackson's not where it needs to be and that's true I think Jackson has an opportunity right now to right some wrongs Yeah 100% Look I said it straight up Now there's gonna be some things I talk about 'cause this this is my brand this is my show I mean I'm going to talk about Jackson crime and some of the things I see that are just- Sure out of control But like just the culture rot more so But I did say I'm I'm gonna give it a year bef- unless there's something just egregious I'm gonna give John a year to find the bathrooms so to say before I start really peeling back and you know being nitpicky 'Cause I I think that there's gonna be a lot there's a lot to un- to un-F around here and I'm gonna give him an opportunity to get that get his people in place let them figure out where the bathrooms are at And I'll be honest there the these people I think the expectation is you gotta come in and start working from day one and you're seeing that You mentioned it with the potholes And so these people they're hiring they seem to be hitting the ground running and that's uh wildly impressive uh based on the last 7 or 8 years And look I I would say this too is like uh it's possible to do both things to recognize that progress is being made in a way that is at least somewhat encouraging and simultaneously not to hide from the fact that there's some significant challenges in Jackson that are gonna be hard for anybody to solve for Uh no no doubt No doubt Because I I look I'm exci- I'm optimistic for the first time instead of pessimistic that some things are gonna get done and that we're gonna start enforcing some laws around here And little stuff like code ordinance and whatnot are gonna be big things And not just Quit just going after businesses to go after How about start going after people for the broke down cars in their yard All this little stuff You know get back to the quality of life things Get back to people holding the people accountable for not cutting their grass holding businesses accountable uh illegal signage I mean let's get back to enforcing what's on the books Code ordinances to me is just like the number one thing that the last administration just said "Nah We're we're not gonna bully the citizens." Yeah I mean I think this is true not just in Jackson but everywhere but having pride in where you live is a pretty good indicator of how of of the quality of life that you're gonna have Well you know look Russ one of the things for me that really grinded my gears and I did not intend to get on this but we're here now uh there's a crew of guys and God bless them and I don't talk about them much but it's the guys they're all from like Rankin and Madison County and they've been cleaning the interstates and all that It's Casey Bridges and some other guys and they're doing they're doing great great work Uh but uh there's a part of me that wishes they didn't do it and this is just selfish I get it I should be glad they're doing it and I should I should give them their roses right But they're they're doing it for a bunch of people who really don't appreciate it overwhelmingly They the second they cleaned up the interstate pressure wash it all their stuff these people and some of the comments I've seen online from people is "Y'all supposed to be doing it Y'all should be doing it We shouldn't be having to Y'all all left Jackson The least you can do is come back and clean it." I'm like how about thank you How about that H- how about y'all clean your own city Or how about I don't know the people that we pay taxes to clean and pressure wash the interstates and bridges and everything else how about they do You know Like the citizenry shouldn't have to be uh doing Yeah look and I think there's I think there's a danger a- and I came up in churches I came up doing mission work um and part of the danger that I saw in church mission work is like you would take a group of youth to some city right in the United States presumably with the thought that you were gonna share the gospel of Christ but really it was a work trip And you'd go into a neighborhood and you'd clean up trash or you'd paint houses um and and you were helping to beautify where people lived and at some level it reinforces bad behavior right Because in an ideal world some random person doesn't come and clean Russ's yard- Right 'cause Russ is trashy Russ gets out and cleans his yard because he cares enough about where he lives whether it's an 800 square foot or 8,000 square foot house right He cares enough about where he lives that he's gonna take care of his own property And if everybody does that communities get a lot safer they get a lot closer to each other um and so at some level it's reinforcing um bad behavior if somebody else comes and does it for you when it's something that you're capable of doing yourself and should be motivated to do Yeah How about don't throw trash out your car when you're driving down the interstate That's a good start How about don't litter so people don't have to do this Yeah I mean these are real simple things You know we're we're rewarding bad behavior Well how about y'all come pressure wash my driveway cut my yard I'm doing I'm doing good You know what I'm saying And look there are there are exceptions to this right If you have if you have an 85-year-old live-in widow who can't get out and cut the grass then I think it's awesome that somebody will go and volunteer to cut her grass Amen And that should happen right And so that's that's a different scenario Like I would rather see that energy put in that direction you know find out the little who the little old ladies are that need the help the little old men whatever Let's And I'm not saying people aren't helping them but I'd rather see that than um cleaning up the interstates and all that stuff Again I think they're d- I don't want to diminish what they're doing I think it's great But I feel like you're enabling the people who are littering and doing this I don't know I'm just wildly conflicted I think it enables bad behavior as y- as kind of it rewards bad behavior as you said Well and look I mean you see this internationally and I think even progressives now recognize some of the damage that was done globally in what was a well-intentioned thing like "Hey we're gonna go feed the world," right "There are hungry people we're gonna go feed the world." Or uh "There are places where there's not indoor plumbing or running water" or whatever we're gonna go fix that We did it for people and never taught people th- that skillset in a way that even today there's reliance there And so I think the challenge has always been like how do you be tenderhearted and compassionate the way that I would argue the Bible requires you to be while simultaneously recognizing that sometimes being tenderhearted and compassionate is forcing people to get into uncomfortable situations to figure it out for themselves Yeah Uh what I feel like is kinda done too and this is just from me directly here is it's raised the price of tea in China a bit 'cause now when I get to arguing about people and the things that they've done to Jackson "Well why ain't you out there like them other guys cleaning up the interstate?" 'Cause I'm not gonna clean up your mess I'm not your mama is why God bless them that they feel moved to do that and that's their ministry My ministry is putting my boot up your ass and and telling you that you've screwed up That's my ministry I mean look people were mad at MrBeast was it about a year ago 'Cause he was going into parts of Africa that didn't have wells And was digging wells And I mean I even again even really progressive voices were saying this is counterproductive because really what needs to happen in those settings is like people have the resources and institutional knowledge to do that for themselves 'cause that's sustainable long term Yeah And those wells were already dried up and no good and been robbed and pillaged and everything else from my understanding is It was all just a big waste and look at- Although I I will say that that guy tries to do a lot of good He really does He does He does I'm not hating on him Uh he he does try to do a lot of good but he gets paid very well for the good deeds he does That's true too You know with content monetization But hey I'm not a hater on that at all Thank y'all for the uh money I made the last couple months on uh my content All right Let's take a break When we come back we're actually gonna jump into the TPUSA versus Clinton uh debacle that's going on out there Don't go anywhere here on The Clay Edwards Show 1039 WYAB This is Central Mississippi's stimulating talk 1039 WYAB Pocahontas Jackson.It's time to fall into savings at Mazda of Jackson With ball games road trips and all the busyness don't miss a thing with 2.9% financing for 36 months on a new 2025 Mazda CX-5 Or get 2.9% financing for 63 months on the 2025 CX-90 One-year maintenance is included on your new vehicle purchase And take advantage of the pre-tariff inventory that's almost gone Shop online at mazdaofjackson.com or visit Mazda of Jackson I-55 Frontage Road in Jackson Looking for the ultimate reset for your body and skin At Core Wellness and Recovery you'll find next-level services like cryotherapy red light therapy infrared sauna body sculpting and advanced facials Whether you want to boost performance recover faster or just feel your best Core Wellness and Recovery delivers real results with 0 downtime From muscle relief to radiant skin this is self-care redefined Come experience the future of wellness Core Wellness and Recovery just off Highland Colony in Ridgeland Book now at corewellnessandrecovery.com Hey guys This is KC Ellis with LS Autoplex located on Highway 471N Brandon LS Autoplex known as Little Truck City is your old-school mom-and-pop-style dealership that's family-owned and operated We specialize in 4wheel drive trucks but don't worry we have cars and SUVs too Looking to sell your vehicle Bring it by LS Autoplex where we pay fair market value and we cut you a check on the spot Need your vehicle serviced or repaired We can handle that too Shop us online or set your appointment at lsautoplex.com That's lsautoplex.com Tri-County Tree Service the Jackson Metro's premier company to handle all of your tree service needs Russ Bourland and his team specialize in large tree low-impact removal Tri-County Tree Service has the right equipment to safely handle the most technical trim jobs or tree removals Storm damage can happen year-round so let them clean it up and they'll deal with your insurance claim Tri-County Tree Service By phone at 601-TREE-GUY or online at tricotreeservice.com That's tricotreeservice.com Craving something extraordinary in Jackson Manship Restaurant is where your taste buds hit the jackpot Join us for happy hour every day from 3:00 to 6:00 PM where your wallet will thank you and your stomach will sing Indulge in half-priced woodfire pizzas because why pay full price for half the fun And for just $5 dive into our private barrel bourbon picks That's right luxury on a budget Plus beat the heat with our frozen drink specials a tropical escape without the travel expenses Make your way to the Manship where happy hour isn't just a time it's an experience Are you a wine enthusiast Are you looking for the perfect bottle to elevate your next dinner The ultimate destination for wine lovers is 042 Wine & Spirits on West Government Street in Brandon The locally owned the locally operated 042 Wine offers something for everyone from local favorites to rare vintage wines 042 Wine & Spirits can help you find your next favorite wine The friendly and knowledgeable folks at 042 Wine & Spirits will help you find the perfect bottle for every occasion 042 Wine & Spirits located on West Government Street in Brandon ......... For decades you've known the name Martin's for good times great food and the best live music Now that's happening at 2 locations downtown Jackson and Livingston Check the websites martinslivingtonms.com and martinsdowntownjxn.com for the many special events and live music lineups You can chill with friends on the big patio at the Livingston location and enjoy the blue plate lunches and nightly drink specials Martin's downtown and Livingston Broadcasting live from the Men's Health & Women's Wellness of Mississippi studios this is the Clay Edwards Show Welcome back in to the Clay Edwards Show Uh we got about 5 or 6 minutes left on this hour here 6 minutes so let's just jump straight in I'm not gonna do an ad read right now Russ TPUSA verse Uh first off this is the first time you and I have had a chance to talk since the assassination of Charlie Kirk Let let me ask you this We You're g- you're here for the next hour right Uh I can stay for a while yeah Okay So w- we can peel this onion back a little slower When when that happened man take me back to 'Cause it's it's gonna be That's the moment I'll never forget That's 9/11 like 9/11 I'll never forget who I was with exactly what I was doing the whole thing is just It is f- f- like frozen in time in my brain the way I felt and everything I'm sure you've gotten threats- Yeah uh over the years You know I know I have Uh te- take us back to the the day of the assassination t- as this all this whole thing unfolded What Where were you at What were you doing How did you feel Put us in the timeline please Yeah yeah I was just I was just working Um you know I think I I happened to see on Twitter the the closeup video and I've never seen anything like that in my life Like I've I practiced law for a while and some of my practice uh involved life insurance claims and so I've seen photos that are gruesome I've never seen sort of in real time the amount of blood that was involved in that And I don't say that to be gory or salacious but- No I know what you mean it it that that alone the injury alone impacted me I think it was an odd moment in the sense that like we had seen President Trump obviously get shot in Butler Pennsylvania I didn't have the same emotional reaction to that as I had to the Kirk assassination Part of it is that Trump obviously survived I was gonna say the immediate That would be different if he hadn't of survived or hadn't got up on his own- I I think that's right Yeah I think the other part of it though is uh and and this may come across wrong is like at some level if there's gonna be a political assassination you would expect it to be someone in Congress or a president right Somebody that actually has the ability to impact policy that impacts people Charlie Kirk had none of that He had no political power other than the fact that his ideas impacted people Had influence And so the the thing that I think was disturbing is somebody that clearly doesn't have nearly the audience or scale that he's got but who has um been involved in conversations around policy for a long time is like "Hey somebody could be killed just for what they think." Um in a country that has been built off of the idea that the free exchange of ideas is sort of bedrock to who we are as a people part of what makes us ex- exceptional And so in that moment I think there was a vulnerability You mentioned 9/11 Obviously 9/11 involved 3,000 people dying it involved wars after the fact so a different scale but a similar type of vulnerability where you go "Oh my gosh like things like this can happen." To everyday people To everyday people Yeah Um and there was also this poignant moment in my brain of he's on a college campus and if you think about the whole point of college it really should be a marketplace of ideas where you test what ideas work and what ideas don't Iron sharpens iron kind of thing And so that's the that is the environment that should be most suitable to real exploration and debate of tough issues Um and so I think it was just sort of that juxtaposition of like here's a normal guy who got killed for his ideas and thoughts on a college campus um and it created a sense of real vulnerability I think it also woke up a lot of people who said like "Hey look this is not just a words versus words thing." Like we're at a moment societally where people are so angry at each other and see each other so much as their enemy that stuff like this can happen Yeah yeah That's a great that's a great explanation of it It it was just the the vulnerability and it really made me take a a step back and I I know that my friends and family all and and audience all mean well when they're like "Hey man you really need to keep your head on a swivel." And and so on and so forth you know with all the stuff that you deal with and do and say and everything else Uh and it did it made it real You make people mad Yeah Yeah Apparently So I'm very polarizing they say Uh but it it just ki- it blows my mind I won't say it kills me figuratively that that your words can anger somebody so bad that they want to kill you Like to me I'm just talking about thugs and criminals and people who have actually killed people and But it's never them that I'm really worried about It's people who feel like they had to defend them or that they get offended by the blast radius of me talking about them It's like I we have to kill this guy I w- "Oh so why does Clay keep talking about uh Black violence and Black on Black crime I wish he would shut up Oh you know what I'm gonna commit a crime I'm gonna be violent and threaten him." Like well you're mad You're gonna do the thing that you're mad that I'm talking about Well and look you know- It it blows my mind And it ain't just them I get I get I get death threats from from White people too Sure And and so what I would say is I mean like we we grew up with this adage "Sticks and stones may break my bones but words may will won't ever hurt me." There's some truth to that but uh there's also there there's a degree of falsehood to that because we're emotional people right And things do hurt people's feelings or get people angry or or fearful Um but we bought into for a little while this idea and it really started on the the left side of the spectrum in c- on college campuses that words are violence And if you allow yourself to believe that the things that Clay says and you say some stuff I disagree with Sure Um I say some stuff you disagree with right But like if you allow yourself to buy into this idea that the words that Clay says are violence then you become justified in doing violence But they also tell us that silence is violence So words are violence and silence is violence if you're if you're not You ca- you it's it's not just You can't just be against racism you have to be a outspoken anti-racist as well So if you don't agree with them publicly if you're not a outspoken ally you might as well be an enemy and that is dangerous as well Yeah I look I just think we've gotta we've gotta get to the point again where we recognize that violence is violence Like if I walk up to you and punch you in the face you have the ability to punch me back But if I walk up to you and tell you "You're a colossal dumbass," your response should be "Well I don't like you either," or whatever Yeah But you don't you don't You're not justified in in punching me in the face So I agree And so like just getting to the point where we're emotionally mature enough to recognize there are gonna be people who say things that we absolutely disagree with And we can either debate those people or we can roll our eyes and move on I mean I think that every time I'm on Facebook I'm like "Why are these random people starting fights with people you don't even know?" Right Like you are wasting your time Roll your eyes and move on Yeah I got into a Jeremy England commented something yesterday made a post yesterday about uh people P- people starting off they wanna debate you but they insult you first Like "You effing idiot why don't you debate me?" Or "You're a douchebag why don't you debate me?" Well you've already crossed into the assaults Sure Why would Why would I debate you I dealt with the same thing uh earlier this week with some little 300 followers uh sending me all kind of nasty messages trying to get me to debate him Basically he wants me to platform him Sure You know I'm like I'm just There's no- You're smart enough to know that right Yeah Yeah Like why why would I do that Sure But even if I were to entertain it the way you started the conversation off with the insults I have Why would I want to do that for you Like to introduce you to my quarter million followers uh would be the best thing that ever happened to you if you're if you're so good if your opinions are so strong you could take advantage of that like like I've done in the past But now because you've insulted me to start the conversation I'm not gonna do that We gotta take a break We'll be right back with Russ Lateno here on WYAB Actually we're going to carry the conversation on in the uh live chat during the break Y'all don't go nowhere You gotta take the headphones off for this Okay Yeah during the breaks it it sends the radio signal whatever the commercials through the headphones Okay But uh If we But we're still alive we can talk Uh I like this conversation and I don't wanna just stop it 'cause we're gonna have like a weird run of commercials here but it it is It's like if you wanna debate I'll I will debate you I don't really like the debating thing anyway Let's just talk Like you and I met up and we talked about the school choice stuff Yeah We're on the opposite sides of the same On some of And I came out of that conversation I didn't really change my mind but I appreciated the fact that we had a logical conversation and I was a- and you were interested in why I felt the way I felt And I think that's always the best way to If you're ever gonna get somebody to change their mind is to listen to how they feel about it be respectful about that and then explain why you feel the way you do put your side out there and let the uh marketplace of ideas win the day Yeah no I think that's right I mean I think There's there's this thing called uh sunk cost fallacy in economics which is like once somebody believes something or once they've invested in something It happens in in actual trading like marketplace where it's like "Hey I've invested in this stock and it's lost 50% of its value," and instead of getting out of it you're waiting for it to somehow redeem itself And I think the problem with modern debate is too many people go into it with a thought process that says "Under no circumstances am I ever gonna change my mind." And there's gotta be a willingness 1 to hear To your point hear what somebody else has to say and consider the possibility that they might be right and you might be wrong um if you're gonna have any kind of movement And I think that used to happen at a better in a better way before social media But social media has Like this conversation we're having obviously I guess on YouTube but um social media has made it such that you have an audience now So the stakes for changing your mind have gone up It's become harder to change your mind because that's seen as a pride hit or an ego hit Yeah Um right Versus if you're just having a one-on-one conversation you might go "Hey I hadn't thought of that that way." Yeah Well even If you look like you agree with the other person you lost Yeah Yeah Like you've you've lost some reputation Yeah You've lost part of your brand Um and I would say like even like the school choice conversation that we had Yeah like we disagreed on the idea of public to public um school choice like where a kid gets to leave one public school and go to another Um but we didn't disagree on the idea of like- Mm-hmm universal What's called Universal ESAs right Where like a portion of the money that students already are getting spent on by the state that would allow them to go to a private school Like I think we agreed on that part right We agreed with that So And that and that's what you You weren't aware that I did agree with you on that And we kind of came out of that It's like really it's just like if there's 2 3 thirds here there's just one third of this thing I don't agree with Yeah And so like but being able to have that conversation in a non-combative way it was like oh wait there actually is common ground Mm-hmm We just disagree on this one thing over here Well then there's an opportunity for us to get something done Yeah Well you know at the end of the day I'm a negotiator You know Yeah I'm a dealsman And uh- Well and that's the nature of that's the nature of life It's also the nature of of legislation is like you have to have trade-offs No no a- a- absolutely circling back to the the Jeremy England thing real quick So I just commented and I told the little the little story about this guy trying to argue with me I was like he started off with an insult Why would I you know grant him the ability to come on and you know just platform this guy Why would I make him famous You know what I mean So to say Not that I have not that my platform's that big but long story short And he never fails A coup- a couple people in the comments "Oh well Clay you don't You're scared to debate people You just like to argue with people." And you know what was funny is I've never been rude to a guest on this show ever Even people I've disagreed with Uh frankly it's hard to get people to come on here that disagree with me Uh but I've always been respectful I'm I I can't even think of a time that I've shouted anybody down Yeah Uh at all Maybe argue with some callers here and there that call very aggressively So it's like so it's kind of like this myth of because Clay is an outspoken conservative he must also be scared of debate uh because he doesn't interview Democrats Well f- bro where are these Democrats at that want to come on and actually debate You know so to say Well and at at some level it's like and you mentioned that you don't even like the word- Like straw man arguments that are put- Well you don't even like the word debate right And it's like well if the point of the conversation is a good faith exchange of ideas where people are open to having their minds changed those are conversations worth having If the point of the conversation is to get famous by making you look stupid- Yeah I mean no- nobody's ever had their mind changed by being made to feel stupid No Never Never Um they might give up They might well but they're at the end of the day they're angry about it Um and they're they're even more dug in to than where they started right And so yeah I mean again there's some there's some biblical truth here which is like you catch more flies with honey than with vinegar And if you want to have constructive conversations the best way to do that is not by assuming the other person is stupid but by trying to understand why they believe what they believe That's why Shawn and I have had such a good friendship that was supposed to kind of start off as a bit of a debate show We realized that we agreed on so much stuff for the most part And we also agreed that even when we get our angriest that we're gonna be adults Yeah And not get into a shouting match And in involving Shawn you know for those couple years on the show uh before they went off and did their own thing uh was really really good for me learning you know actually finally having somebody sitting across from me that we did disagree on some stuff And learning that for the most part we agreed on like real core principle things It's just kinda like these ancillary things that we disagree on Uh that was a very healthy uh growing point for me to be able to say okay maybe I'm not as bedrock about some of these things as I thought I was And then there are some things that it made me realize that I'm even more adamant about Well and there's something different when you're sitting down across from somebody versus preaching at them on the internet and you don't have to see them or meet them or whatnot right Like and you see that in other areas of life So like as an example the conversation around immigration and that's a complex conversation and I know your audience probably leans one direction pretty heavily But I would look at it and say okay a lot of people talk about mass deportation as an example of Mexican and South American immigrants But then you say well what about the fellow that serves your lunch when you go to this restaurant Or what about the the people that come and cut your grass or the- You start personalizing it And then you're like oh well I know so-and-so Yeah Right And then it becomes a lot harder to paint with such a broad brush I think that's true in the context of like republicans democrats liberals and conservatives too is like at some level if you just sit down with somebody who's like hardcore on the other side of you and you start talking about the things that they want out of life they want their kids to have better jobs than what they had right They want a house they want a car they want a safe community Like there are all these things that everybody wants like that everybody kind of views as like this is a measure of a good life And the real the real debate or the real sort of difference is how do we get there Yeah Um and like if you start from that vantage point where you don't assume that the other person is evil but they just have a different view on the way to get somewhere I think there's opportunity No I I agree and I talk about this a lot I'll come on here and I kind of paint with a broad brush but I do tell people "Look there's obviously you know nuance here." There's there's special exception I come in here and talk about democrats are evil but one of my best friends is a democrat You know Sure And Shawn and and and a buddy of mine Marvell I mean I could 2 off the top of my head 2 of my closest friends are are are democrats and think I'm wrong about a lot of stuff And that's fine Well you know we either talk about those things or we don't We talk about normal stuff Like we don't I don't ride in a car with my democrat friends and talk about politics the whole time you know We actually both like football Yeah Like there's real life stuff too that sometimes you kind of get lost in the arguing about policy and politics and culture war stuff that you forget that there's actually real life stuff that we enjoy as well And if you- Well I mean- find that common ground it makes life a lot easier A- and I don't mean to be overreligious on on your program but at some level it's like hey the Bible says that we were all created in the image of God That means democrats were created in the image of God too right The Bible says that we've all sinned and fallen short of the glory of God That means that republicans have sinned too right And so like at some level recognizing that if you have that sort of scriptural worldview it means no matter whether you disagree on a question of like immigration or whatever it is that like that other person was created in the image of God and like you they suffer with sin.Um and if you have that kind of humility going into it I think it's a lot easier to to relate to people Yeah you know I use this analogy a lot um Christians are very hardcore about the the they love to say "Gay being gay is against the Bible it's that's against the Lord's words." I'm like "Well so is having sex before you get married." Y- uh absolutely And it was like so I that's why I'm never like I don't get on the the the gay religious thing I don't that's that's their sin let them worry about that I have my own sin and I'd be a hypocrite if I sat there and talked about uh who they have sex with It's no different than who I have sex with when I'm doing it outside of marriage My sin is just as equal as as that Uh my only problem with the gay stuff is like it's the LGBTQ agenda as I you know as I refer to it as You know the the the pride parades with all the near pornographic stuff in front of children and d- drag queen story time No that's that's a whole separate thing from just your everyday run of the mill gay people And like I don't think they're separate Unfortunately they get all dropped under this big umbrella and if you have a problem with this well you must also have a problem with the 2 gay guys No I don't at all 'cause again their sin is no different than my sin Yeah I mean look I I would look at it and say at some level what happens is that the the natural human tendency is to focus on sins that you don't struggle with right So if you're heterosexual it's easy enough to talk about the sin of homosexuality because it's not something that you ever struggle with but if you wanna get uncomfortable you know talk about uh whether or not Russ is overweight right Yeah Because then that's the sin of gluttony Mm-hmm Um or the 400 pound Baptist pastor pastor who clearly is living an unrepentant life when it comes to their their dietary habits Um again the sin of gluttony and so like there's a very natural tendency to to isolate those sins that we don't personally struggle with and to ignore the things that we personally struggle with Heterosexual lust is a great example of that too Yeah And so I I don't think as as a Christian I don't think you should uh ignore what the Bible says is sinful behavior but I do think that you should operate in a way where you don't ignore your own sin um certainly 'cause that it it is hypocritical It it is and that is the one thing when you do this for 2 hours a day you will find yourself contradicting yourself a lot and and so I've learned to avoid contradicting myself I just try to be an open book and say "Look I'm k- a complicated individual as we all are There's gonna be things that I I find abhorrent but then there's gonna be things that I do that you find abhorrent." You know I try to find the common ground and just admit yes I we can all be a bit hypocritical at times But if there's some obvious stuff I try to just b- be like "Look that's" I I try I people think I'm very judgey I'm really not I gotta let let people live but the the Overton window has moved over so much that if you just wanna be left alone or just let people live that makes you far one way or the other now because the Overton window has moved so far I don't l- yeah there the problem is that there are not a ton of people who still believe in sort of what I would call American pluralism which I think is actually one of our founding values is that people get to believe different stuff All right we're coming back from break Chicken spaghetti on Mondays beef tip Tuesday pork chop Wednesday spaghetti Thursday and catfish Fridays And McBee's blue plate lunch comes with 2 classic southern sides and cornbread or a roll McBee's specials are served every weekday from 11:00 to 2:00 McBee's buzzing the Rez since 1982 Welcome to the Clay Edwards Show More adrenaline You know it's a pretty interesting time to to be alive What's the saying M- may the times you live in be interesting We've accomplished that more test top throne for your morning drive When you know you've got a problem how about tell people and be honest What's going on Going to war on cancel culture and bringing the spotlight on issues and topics from around the city of Jackson I feel like Jackson is slapping and no one else wants to talk about it The whole system is corrupt and evil It's unreal And they don't care and and everybody knows it It's just sad And fights for the soul of America I'm gonna need y'all to explain to me what a positive solution is 'cause you positive solutions only people have been in charge for a while now and I'm too many positive solutions You never Strap in Turn up the volume and get ready Jackson for unfiltered no sugar added talk radio It's award-winning podcaster Clay Boom shakalaka boom It's hour 2 of the most incendiary show on the R-A-D-I-O This is the Clay at Birth show here live on 103.9 FM W-Y-A-B We are streaming in stunning HD worldwide @SaveJXN on Facebook YouTube and X and we're on Rumble at SaveJXN If you're watching on any of those platforms hit the Like button hit the Share button if you're on Facebook If you're watching on YouTube drop a comment hit the Like It truly truly does help us with the algorithm If you like it they assume more people who watch the things that you like will like it too and they'll recommend these videos to people on YouTube which helps us grow And it doesn't cost you a penny to hit the Like button So please please please smash the Like button as the YouTubers- Like and subscribe Like and subscribe Like and subscribe Like and subscribe And uh we did We we gained over 500 subscribers on YouTube last month which I know in the big picture that may not sound like a lot but that's 500 new people that subscribed to a little old show out of Jackson Mississippi We're almost at 10,000 YouTube subs here 5 years into this and it is a it's taken a while There's not been no big one viral moment that's got us anywhere It's been just chipping away and chipping away and chipping away And I do think we'll eventually get that We'll we'll have that moment when we get you know X amount of followers and enough people see something that resonates with them But uh guys please uh do hit that Like button This segment is going to be brought to you by our friends over at You know I've been talking about it all week I want to drive it home It starts today round one the PGA Champion- Not the PGA Championship the Sanderson Farms Championship which is the only PGA event in Mississippi But not only is it the only PGA event it's the only major sporting professional sporting event in the state of Mississippi I know we can argue that college football is now a pro sport but And it always has been It has been for quite some time Yeah it always has been But uh it's the only legitimate pro-sport uh event in the state of Mississippi and it's right here in Jackson For all the negative things about Jackson this is one of the shining uh house on the hill you know beautiful moments that we have here in this city It's something we really should all wrap our arms around and get out and support if you want to keep it whether it's Jackson central Mississippi whatever there at the Country Club of Jackson And uh the first round starts today I'm going to be out there Saturday My buddy Fred Shanks my buddy Sutton my buddy Michael we're all going We got some Michelob Ultra Pavilion passes which you can get those as well at PGA I'm sorry at sandersonfarmschampionship.com And you can buy tickets You can buy the uh the Mick Ultra Pavilion It's kind of like their VIP thing There's going to be a bunch of TVs there You can miss You can catch all the college football action the golf action It's a great socializing event Just gonna be a grand time The weather's gonna be beautiful Come join us If you can't do Saturday get you some tickets for Sunday I think you just buy the ticket and go whatever day you want They're just Whatever ticket's good for any day but it's only one You You got to If you're going 2 days you got to buy 2 tickets So just FYI It's not a weekend pass Uh I do believe they do offer those But uh it's not too expensive Uh but you know it is a nice event and it does it does cost a few bucks But I think if you buy a ticket and a VIP pavilion pass it's about 130 bucks for both Which if you bought a concert ticket lately and you try to do a VIP upgrade you're probably talking about at least 500 bucks So for the money it's a really really good deal And uh parking's off site there at North Park You park there They they they bring a shuttle bus back and forth They'll keep them running all day You're not going to have to wait long to get to or from your vehicle The weather's going to be beautiful Come out there Hang out with me Come say hey And uh Saturday wear your favorite college colors It's University Day So going to be fun Russ you going to get by Uh we're going to an event tonight uh tied to it Um kind of their opening event and uh- A sponsorship party Yeah So we'll we'll do a little bit of that tonight and we'll see I I might Uh it's a good event And they- I'm trying to angle some tickets for the sponsorship party I I've been I've been working some angles that have not worked out so far But I would love to go to the sponsorship party Well we we can talk about it off air maybe Maybe so All right Well uh look so we got Russ Latino here Magnolia Tribune one of my favorite journalists in the state if not my personal favorite And Magnolia Tribune does just phenomenal work And Russ grabbed a hold of something like a dog on a bone the other day And I'm really glad he did because he brings a level of credibility and a level of scrutiny to to this topic that I think needs to be And he shines a light on it uh as one of the most influential journalists and policymakers in the state And it's the In the wake of Charlie death Charlie Kirk's death and that's why I wanted to really get Russ's opinion on that and kind of his thoughts on the whole thing before we dove into this These TPUSA chapters which is Turning Point USA for those that don't know Charlie Kirk's foundation that he founded And they Man they The growth has been stupendous since his death Thousands and thousands of new charters popping up And in these high schools where we really need to be trying to win the culture war uh just like colleges man We if we can get ahold of them at high schools they go to colleges you know kind of ready to fight the fight or knowing how to fight it And Clinton for some reason has decided that uh it's a no-go there So I've kind of laid the groundwork for you here man Tell us kind of what happened So let let me start by saying that um obviously what happened to Charlie Kirk was a tragedy a horrible tragedy I didn't always agree with him Um and I didn't always agree with TPUSA I did agree fundamentally with the idea that we should be having open debate on these issues um and that open debate is good And so-What happened was after his death to your point thousands and thousands of new chapters high school and college of TPUSA um started to form Um a couple of Saturdays ago so uh 2plus Saturdays ago um a teacher at Clinton High School sent out an email to a handful of students um and that email essentially said "Hey I know you're interested in this sort of stuff because you've talked to me in the past about wanting to start some kinda club that focuses on patriotism and sort of the exchange of ideas and debate Um what do you think about potentially doing a TPUSA chapter?" That email said explicitly this would have to be student-led Um you would have to come up with the names of other students who are interested in spearheading the effort to start this thing And there was a plan of sorts put together Some of these kids started sharing it with their friends they came back with names of people who wanted to be involved And essentially they planned to get together the following Tuesday September 16th to have a planning meeting with the teacher Well our sources say that that email got around to a wide group of people Um and one of the- the sets of hands that it ended up in was a set of parents who were very much opposed to the idea of there being a TPUSA chapter on Clinton's campus Um and that was communicated to school officials So what happens then is that on Monday September 15th the teacher that afternoon sends out an email to these students who are ready to meet the next day just saying "There will be no meeting tomorrow." Um the following day one of the students follows up and says "Well when are we gonna reschedule it?" 'Cause they're excited about doing this Um and she emails back and says "There won't be a rescheduling you need to go talk to the principal about this." Well the backstory of those few days and the way that we got ahold of this was that we got contacted by 2 sources that said "Hey look some students wanted to start this TPUSA chapter and they got shut down by the school administration." Um and we were told that there were 3 reasons given by the administration The first was that this was too political and "We don't do political clubs it's gonna be divisive." Um the second explanation which came later was "Well this was teacher-led and because it's teacher-led it violates a district policy." And then once students voiced "Hey no actually we want this," the third explanation that was given was "Hey it's too late in the year to start a new club." And so all of this unfolds- We're a month into school we're a month into school So all of this unfolds and you start to see And the only way we know this is 'cause we did public record requests on Clinton High School Um you start to see emails directly from students to the principal of Clinton High School Dr Brian Fordinberry saying "We want this." To the point that some of them are literally pressing him and saying "Tell me why we can't have this In writing please tell me why we are unable to have a Turning Point USA club." Um we get ahold of the story break it on uh social media And the response that we got from folks who live in Clinton was "Hey we called and talked to the principal and he said the reason they can't have it is 'cause they started it too late in the year." Well that night I start doing some research All right let's figure out is that true Is there a policy in place for this Read the entire Clinton Han- School handbook Nothing in there about when clubs can start Um read the entirety of the school district's policies Couldn't find anything So I wrote the principal and the- the school board attorney and just said "Hey look I've looked at all this stuff I can't find any policies that- that says that this can't be done this time of year." Um and we had posed a bunch of different questions public record requests whatnot Well they come back um the following day and release a statement that basically says "We didn't actually shut it down We just told them that it couldn't be teacher-led and that it couldn't be this year." Which is shutting it down Yeah Um and so anyway we- we've been able to get together all these public records It really looks from my vantage point like the 2 reasons they gave are pretense first of all students individually went to the principal and said "We want this club." ......... ......... ......... ......... ......... ......... ......... all of the documents ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... ......... since 2019 The Tigers are playing well against Alabama this season but they aren't winning their first game of the season The Tigers were able to win their first game against ......... ......... ......... ......... ......... ......... Alabama on September 19th 2020 They had a 31-0 victory at home against Alabama The Tigers won their first game of the season against Alabama on September 19th 2020 The Tigers have been playing well since then but they haven't been able to win their first game of the season The Tigers were able to win their first game against Alabama on September 19th 2020 They had a 31-0 victory at home against Alabama The Tigers have been playing well since then but they haven't been able the season The Tigers were able to win their first game against Alabama on September 19th 2020 They So they make good homemade ranch at Burgers Blues Barbecue is my point Get by check them out today Madison by the way the Madison location is open right now serving breakfast Dogwood in Flowood or downtown Brandon BurgersBlues.com to book a food truck check out the catering menu or to order and have your food delivered You can do it all in one great location BurgersBlues.com Website looks phenomenal too by the way Pictures of almost every item if you wanna know what it looks like That goes a long way Yeah You know Yeah no it does Um good websites good pictures all that stuff uh is how you market stuff right Gets people salivating We eat with our eyes Uh uh yep I think that's true Our eyes and our nose Yeah Right And my my eyes are often bigger than my appetite- Well as they say Yeah no I think that's part of the problem right Yeah absolutely So Russ wha- uh your your opinion do you just think this is political with TPUSA So let me say this for uh uh to start is I think whenever Clinton put out its statement in response to our original reporting they basically said it's incorrect that we tried to shut it down but then they explained why they had shut it down so it was an odd statement The other thing that I saw that bothered me almost more than the statement was the way that the media reacted which was just to just accept at face value with no critical thinking the explanation that was given Right So they're saying "Hey the reason we didn't do this is because it was teacher-led," while simultaneously admitting in the same statement that students independently came to us and asked for Right Mm-hmm Um so one that doesn't hold water And then they said "Yeah but we explained to those students that our 'practice' was to a- approve things this year and then h- allow them to go into effect next year." I asked the question point blank "Well what does that mean that next year there'll be a Turning Point USA chapter?" And they didn't answer that question But more importantly that policy does not exist in writing Right It doesn't exist anywhere um based on our investigation And so neither one of those things hold water And if neither one of those things hold water there must be something else And our sources said that the something else was the fact that you had parents that were angry about the idea of it coming on campus and a principal who just said "Hey this is gonna be too political which is unconstitutional." So w- what I would say Russ's opinion reading between the lines looking at all the facts I know the sources that we've talked to I think the principal panicked um and was trying to find a way to keep the peace which I can respect at some level which is "Hey we don't wanna rock the boat here We don't wanna create tension We want a unified campus This is gonna create some tension so I'm gonna find a way to say no." The problem with that is yes it violates the Constitution yes it violates federal laws yes it violates state law but there's a bigger sort of fundamental problem which is the way to deal with the fact that we can't have constructive debate in this country is not to have no debate at all It's to get better at having constructive debate Yes And that starts at an early age And so if we can create a system where yes there can be a Turning Point USA chapter and simultaneously yes there can be some sort of progressive chapter on campus and students get to decide who they wanna associate with and we create an atmosphere where hopefully those groups are talking to each other engaging with each other civilly we're setting ourselves up for much better conversations in the future than what we're seeing in our country amongst adults right now And so to me instead of saying "I don't wanna rock the boat," the answer should be "How do we create an environment where people get to associate with who they want they get to say what they want and we encourage students to do so in a way that is civil?" Uh I would love to see a list of the current of the current groups on the campus And w- we've asked for that right Um I I know that there are uh at least social organizations on campus that like you know some conservatives would find uh objectionable Um you know there's a gay straight alliance club as an example I I was gonna say like it would bet but bet the farm that there's an LGBTQ alliance of some sort on there uh there's gonna be some type of civil social justice Black pro-Black group and all those are fine as long as you have the ying to the yang And and and I would say great I would say great right Yeah Um it's it what you don't wanna do is a situation where you're having viewpoint discrimination And even like the other 2 uh you know arguments which is like "Hey this is teacher-led." Well 1 I don't think that's true based on the documents that we've gotten and I don't think it's true based on their own statement at some level But the Constitution doesn't say you can't be inspired by an adult if you wanna create a club on campus right Yeah Um people can get ideas from other people And and candidly every club on campus is required to have a sponsor So one man's sponsor is another person's teacher-led group right Yeah Um and then on this this timing thing is even if that policy did exist you would have to show that it had been consistently applied and it would still have to be tailored in a way legally that it didn't deprive people of their rights So you could say like a senior uh is on campus and they're saying "Hey you're making me wait until next year I won't be here next year I'm gonna graduate." Uh that was gonna be what I was gonna say We got a great comment here on X from uh Bourbon Diplomacy which may be the best name on X by the way That's a great name It says uh "Clinton School District attends school almost year round now so when is the correct time?" Yeah I mean again what they put out through surrogates after we did our initial reporting was "Hey we've got this policy and they're in violation," but can't even point to to something in writing I mean Yeah It it seems pretextual when you can't show something in writing And when you ignore a a public record request that explicitly asked for who are the other clubs When were they formed When were they allowed to be on campus They should be able to tell us all of that unless they're just not keeping records of what clubs are on campus which would suggest that they don't actually have a policy Right So what is the next step Is uh is Magnolia Tribune uh to the point of a lawsuit Well we wouldn't be the ones to file a lawsuit right A lawsuit would have to be filed uh either by some of the students who want the club which would be the the most likely scenario if they wanted to push that far or uh you know if there were adults on campus faculty that that thought that their rights had been infringed upon at some level Um my suspicion is that neither one of those things will happen because people don't like the idea of suing their own school Um it takes a rare person Like you'll occasionally see lawsuits percolate That's like one out of a thousand people has the courage to say "Hey I'm gonna do something like this." Is is Clinton in ISD or is it part of Hinds County I should know that I don't off the top of my head Uh- Yeah yeah no I do know that 'cause they they've got their own superintendent Yeah yeah it's independent Okay I I wasn't sure I I knew I know Pearl is and I and I grew up going to Byron which is part of uh Hinds County so I just wasn't sure if Clinton was part of that or not Never actually Yeah Never needed to know that So I mean a lawsuit is poten- is possible I I don't necessarily see that You know I I think the the most likely scenario if if the high school does the right thing they're not gonna come out and admit that they violated the Constitution No government official's ever gonna be like "Hey I violated the Constitution federal law and state law." What you hear instead is the kinda stuff that you heard here which is "Oh we wanted to help you but you didn't follow this unwritten process that we expected you to follow." So they're not gonna do that But if I were the district if I was on that board of of the school uh or if I was the principal I'd be trying to figure out a way to get it started Yeah there's gotta be a way to put the paste back in the tube a little bit here before it spirals outta control I mean you're sitting here like- Well it got it got mentioned on CNN That's where I was going yeah Um so so you know Abby Phillips' program Newsline on CNN it got mentioned there Uh I expect that there will be other national outlets that will be covering this Um there's an opportunity for Clinton to do the right thing and recognize that kids deserve the right to have this kinda club on campus if they want it Um for Magnolia Tribune's part we're not giving up right We still have several public record requests that we don't feel like have been answered uh and that weren

Traci Freeman holds a number of roles, including as the managing member of Believe Consulting, but in this conversation we focused on her role as a partner of the Africa Federation of GBS Associations. This federation is aimed at unlocking Africa's potential in the BPO, CX and ITO sectors. Enhancing Africa's standing as a hub for innovation, knowledge exchange, and technological advancement, promoting partnerships, youth employment, and digital enablement while driving best practices and standards. Mark Hillary called Traci at her base in Johnannesburg, South Africa to talk about the work of the federation and the opportunities for CX and BPO across all of Africa. https://www.linkedin.com/in/tracifreeman/ https://www.linkedin.com/company/africa-gbs-federation/ https://africagbsfederation.org/ SUMMARY Mark Hillary and Peter Ryan discuss the Africa Federation of GBS Associations, an initiative led by  a team including Traci Freeman to promote Global Business Services (GBS), Business Process Outsourcing (BPO), and IT services across Africa. The federation aims to manage perceptions of Africa as a high-value destination, foster knowledge sharing, and support regional development. Key countries like Egypt and South Africa are leveraging their experience to help emerging markets like Kenya, Rwanda, and Ghana. The federation, launched in February 2024, includes members from various African countries and aims to host global community engagement events by 2026-2027.

What happens when you've done all the right things  but still feel stuck, unfulfilled, or secretly unhappy in your career?That's the story of today's guest, Manana Jaworska, a career transition coach who knows firsthand how messy and complicated career change can be.From psychology student to PhD researcher, to programmer in Barcelona with the golden handcuffs, Manana has lived through multiple career flips. On paper, everything looked perfect. But inside, she was craving meaning, freedom, and a life that felt true to her.In this episode, Manana shares:How cultural and family expectations shaped her early career choicesWhy it's so important to get real about the day-to-day reality of a job (before you jump into it)The moment she realized stability wasn't enough — and what gave her the courage to walk awayHow she now helps clients find clarity, define their values, and create careers that align with who they areWhether you're just starting to wonder if there's something more, or you're already on the edge of making a leap — this conversation will give you permission to trust that voice inside you.Connect with MananaInstagram: @careerchangeguide LinkedIn: Manana Jaworska Thanks for tuning in to The Career Flipper!If this episode made you think, laugh, or feel a little braver about your own flip, do me a favor:

In this episode, we dive into how AI agents are changing customer support (CX) and operations for DTC brands.Dom Steil, CEO and Founder of StateSet, shares how his platform automates complex tasks like warranty replacements and subscription changes while keeping a personal touch.He explains the difference between AI agents and chatbots, how to maintain data safety and security, and why brands in hyper-scaling mode should adopt this technology to handle increased ticket volume.Topics discussed in this episode:  How AI agents automate complex customer outcomes.What iCommerce (intelligent commerce) means for DTC.Why speed and 24/7 service builds customer trust.How AI agents save customers from subscription cancellation.What integration with DTC tech stacks looks like.How multi-language support works for international brands.What guardrails prevent AI from making errors or "hallucinating".Why hyper-scaling brands need AI to avoid scaling OPEX.What the future of AI-to-AI agent communication is.How to prepare operations for BFCM volume surge.Links & Resources Website: https://www.stateset.com/LinkedIn: https://linkedin.com/in/domsteilX/Twitter: https://x.com/domsteilGet access to more free resources by visiting the show notes at https://tinyurl.com/55m5sdds______________________________________________________ LOVE THE SHOW? HERE ARE THE NEXT STEPS! Follow the podcast to get every bonus episode. Tap follow now and don't miss out! Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/ Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak Partner with us: https://ecommercecoffeebreak.com/podcast-sponsorship/

Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies in everyday AI: using it to handle what humans don't do well, so people can focus on what they do best—building authentic customer relationships. This week on The Modern Customer Podcast, Henrik Werdelin, founder of BARK, Prehype, Audos, and co-author of Me, My Customer, and AI, shares how everyday AI can transform CX. Highlights from the podcast: ➡️ AI Beyond Efficiency — Instead of just automating tasks, AI expands human capability and frees teams to focus on authentic customer connections. ➡️ Listening at Scale — AI makes it possible to instantly analyze thousands of customer comments, delivering insights that go far deeper than NPS scores. ➡️ Strengthening Relationship Capital — With AI, brands can build customer loyalty through three layers: depth (feeling seen), density (community), and durability (long-term trust). ➡️ Empowering Everyday Entrepreneurs — AI lowers barriers to entry, enabling more people to create businesses that solve real customer problems and build lasting relationships.

In this solo ShopTalk fall recap, Mariah breaks down the two themes that ruled the floor: AI everywhere and an uncompromising focus on customer experience. From post-purchase retention wins to why real-time analytics actually means to-the-second data, she shares five deeper takeaways you can put to work now. Hear what Wayfair revealed about promo-driven traffic vs. non-promo sales, why the U.S. Polo Assn. is leaning into live-streaming marketplaces, Hydrow's candid take on “pivots,” and Gary Vaynerchuk's advice to double down on high-view creative. Mariah also spotlights standout activations and partners from the show, plus brand goodies and tools she's excited to try next.Highlights:AI as the headline act, with practical CX use cases across retail and DTCPost-purchase retention matters because it grows revenue without extra CACReal-time means real-time: inventory and marketing decisions need second-level dataLive selling is rising; learn it before your competitors doUGC > brand hype: let customers sell the story for youShoutouts include Wayfair, U.S. Polo Assn., Hydrow, Shopify, Attentive, Smile.io, Ampee, Insider, Tightly, Purple Dot, Dotdigital, and more, plus ShopTalk's immersive on-site experiences that made networking actually fun.

What's on your mind? Let CX Passport know...How can a small CX team make a big impact inside a giant organization? CX Passport guest Helge Tennø says the answer is simple... hitch your wagon to something bigger.In this episode, Helge challenges CX from every angle. He questions whether “customer” is even the right word, brings anthropology into business, and shows how CX gains influence when human needs and business needs overlap. You'll also hear about his love for ultra running, his dream of exploring Bangkok, and the pasta dish he cannot stop cooking.What you'll hear in this episode:Why anthropology belongs in CX strategyThe danger of reducing humans to just “customers”Business design and the overlap of human and company needsWhy you might want to stop saying “CX” altogetherHow to move from engagement metrics to real learning and valueCHAPTERS 00:00 Welcome to Norway 01:34 Change workshops and the human at the center 03:32 Anthropology and ethnography in CX 06:25 Business design explained 10:10 Why sometimes you should stop saying “CX” 13:11 Is CX ripe for disruption? 14:55 From customer centric to system centric 16:10 First Class Lounge 20:13 Why tech transformations fail without the human 22:48 Hitch it to something bigger 25:01 Closing the gap between what vs. why 29:40 Where to find HelgeGuest Links LinkedIn: https://www.linkedin.com/in/helgetenno/ Medium: https://everythingnewisdangerous.medium.com/Want more CX Passport?...Newsletter: https://cxpassport.kit.com/signupI'm Rick Denton and I believe the best meals are served outside and require a passport.Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation.

Complacency can creep into even the strongest B2B partnerships. This episode shares practical ways to keep long-term relationships fresh, valuable, and resilient—without changing your core product. From proactive reviews and co-created thought leadership to milestone moments and small human gestures, you'll learn how to spark momentum your clients can feel and measure.We also explore a “Disruptor Day” exercise to out-innovate yourself, reduce friction, and design micro-surprises that remind clients they're seen and valued. Through the lenses of goals, fears, and energy, you'll see how to turn satisfaction into advocacy.Press play to protect key accounts and strengthen partnerships—and don't forget to subscribe, share with your team, and leave a review with one change you'll try this quarter.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Today on the Scoop the team from Tapod brings you all of the weekly TA & Recruitment News including…  Starbucks layoffs, is Consulting dead? Latest ABS jobs data, what AI is really used for in the workplace, Gen Z scared of the word j*b, Perth restaurant banned from employing migrants, Queensland poaching Victorian cops  and much more.Thanks to Indeed for partnering with us on The Scoop. 

Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes. Annette is the author of multiple books, including Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business; and Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, which provide actionable frameworks for embedding culture, employee experience, and customer experience into business strategy. She is also a sought-after keynote speaker, sharing her expertise with audiences worldwide. A champion of culture-driven transformation, Annette serves as an advisor, mentor, and advocate for organizations looking to elevate their workplace environments, empower employees, and strengthen customer relationships. Recognized as one of the top influencers in the EX and CX space, she continues to shape the industry through her work, writing, and thought leadership. Resources  CX Journey Inc.: https://annettefranz.com/ Please, hit the follow button:  Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

“We started this company on the belief that the customer experience needs to be better,” says Jim Eckes, Founder of TieTechnology, in a new interview with Doug Green, Publisher of Technology Reseller News. That belief has guided TieTechnology's 100% referral-based growth, and it now drives the launch of Jeannie, the company's newest innovation. Jeannie is an all-inclusive softphone designed to work seamlessly with any CRM platform in the world. By unifying voice and customer data, Jeannie empowers businesses to deliver more personalized, efficient, and informed interactions. Unlike traditional softphones, Jeannie integrates directly into customer workflows, ensuring teams don't have to waste time switching between systems. For Eckes, Jeannie is the realization of a long-term vision: “This is my baby, my dream finally put into software.” He explains that Jeannie is not only about customer experience (CX), but also about improving employee experience (EX) — giving teams tools that are easy to use, reliable, and built to simplify communications. Importantly, Jeannie has been designed to be accessible for smaller businesses, ensuring that organizations of all sizes can access enterprise-grade capabilities without the enterprise-level complexity. This democratization of telecom tools reflects TieTechnology's commitment to building solutions that work seamlessly for everyone. Learn more about TieTechnology at www.tietechnology.com.

Episode Show NotesSummaryIn this episode, Dr. Chris Brown sits down with customer experience pioneer Annette Franz, author of Customer Understanding, Built to Win, and her latest book, Employee Understanding. Annette shares her journey from JD Power to becoming one of the leading voices on connecting employee experience, customer experience, and business outcomes. Together they explore the blind spots leaders have around culture, the three-pillar framework for employee understanding, and why listening—not surveys alone—is the foundation of sustainable success.From the “Sunday Scaries Test” to the dangers of gaming metrics like NPS, this conversation is packed with practical insights for leaders who want to design people-centric cultures that drive performance.Key TakeawaysEmployee experience is business critical: Without empowered employees, customer experience and business outcomes suffer.Culture is the shadow of the leader: Leaders shape or allow the culture—there is no middle ground.Three-pillar framework: Culture alignment, employee insights, and leadership empathy are the keys to designing great workplaces.Beware of “lipstick on a pig” fixes: Solve root causes, not symptoms, through service blueprinting and systemic problem-solving.Metrics can mislead: Chasing scores like NPS often backfires; focus on genuine experience improvements.Listen beyond surveys: Stay interviews, roundtables, and employee advisory boards are underused but powerful tools.Modernize or fossilize: Leaders must evolve their practices—or risk irrelevance.Memorable Sound Bites“You get the culture you design—or the one you allow.”“Culture is truly the shadow of the leader.”“Stop asking in exit interviews why people left. Ask in stay interviews why they're still here.”“When leaders beg for scores, you're moving the metric—not the experience.”“If employees feel unsafe to speak up, all you'll hear is crickets.”“Modernize or fossilize—that's the choice facing today's CEOs.”Chapters00:00 – Introduction: Annette's early career at JD Power and the origins of her CX journey.03:00 – Employee Blind Spots: Why leaders still struggle to connect employee experience with business performance.05:40 – The Sunday Scaries Test: How workplace culture impacts employees before Monday even begins.07:15 – Culture & Leadership: Why culture rests squarely on the shoulders of leaders.11:40 – The Three Pillars: Culture alignment, employee insights, and empathy in action.16:20 – Personas & Empathy: Bringing customers and employees to life inside organizations.21:30 – Connecting to Business Outcomes: Linking journey mapping and feedback to measurable ROI.27:20 – Goodhart's Law & Metrics: How chasing numbers distorts reality.31:20 – Yes Madam Case Study: What not to do with employee feedback.35:20 – Lipstick on a Pig: Why surface fixes fail without root cause analysis.37:50 – Listening Beyond Surveys: Stay interviews, listening tours, and employee advisory boards.42:00 – Modernize or Fossilize: Annette's open letter to CEOs.43:30 – AI & Human Connection: Where technology fits—and where it doesn't.46:40 – Delta Airlines Example: A model of connecting culture, employees, and customers.48:30 – Closing Thoughts: Where to find Annette's work and resources.

This week's podcast is a summary of my visit to the Tencent Cloud Data Ecosystem Summit in Shenzhen.You can listen to this podcast here, which has the slides and graphics mentioned. Also available at iTunes and Google Podcasts.Here is the link to the TechMoat Consulting.Here is the link to our Tech Tours.--------I am a consultant and keynote speaker on how to accelerate growth with improving customer experiences (CX) and digital moats.I am a partner at TechMoat Consulting, a consulting firm specialized in how to increase growth with improved customer experiences (CX), personalization and other types of customer value. Get in touch here.I am also author of the Moats and Marathons book series, a framework for building and measuring competitive advantages in digital businesses.This content (articles, podcasts, website info) is not investment, legal or tax advice. The information and opinions from me and any guests may be incorrect. The numbers and information may be wrong. The views expressed may no longer be relevant or accurate. This is not investment advice. Investing is risky. Do your own research.Support the show

This week on Tapod we catch up with Kyle MacLean, Head of Talent at Metro Trains and today's episode is all about the Choo choos! With over 1200 train drivers at Metro we explore all kinds of challenges including gender balance, new infrastructure, recruiting frontline staff and more.We hit all the big issues with no replacement buses in sight.Thanks to SmartRecruiters for partnering with us this month. 

With the looming 2027 maintenance deadline for SAP ECC 6.0, navigating digital transformations is a critical focus for many SAP customers. It's also a significant challenge. According to the 2025 ASUG Pulse of the SAP Customer Research, 47% reported migrating to SAP S/4HANA as a challenge for their enterprise. With that in mind, SAP is trying to help its customers through these challenges, complex, and resource-heavy digital transformation projects. The integrated toolchain--including SAP Signavio, SAP LeanIX, WalkMe, and SAP Cloud ALM--is aimed at assisting enterprises as they undertake SAP transformation projects. This week on ASUG Talks, we are joined by Dee Houchen, CMO of SAP Signavio and SAP LeanIX; and Kelly Downling, ASUG Director of Product Strategy. The two discussed the recent SAP Transformation Excellence Summit, where the toolchain took center stage, and how customers are leveraging these solutions to faciliate digital transformation projects. Key Insights:  How SAP integrated toolchain solutions tackle different, vital aspects of digital transformation projects  Examples of customers leveraging these solutions How AI integration improves the transformation projectRelated Insights  Read an FAQ about the SAP Safekeeper program: https://www.asug.com/insights/your-sap-investment-unleashed-unlocking-sap-safekeeper-your-questions-answeredLearn how Carlisle Companies unified its customer experience (CX) systems: https://www.asug.com/insights/how-carlisle-unified-its-cx-systems-to-strengthen-the-carlisle-experience

Client experience is more than good service. In this episode of the PSM Show, Damion Morris and Deirdre Booth talk with Tim Amos, CPSM and Head of Growth at Client Savvy, about how AEC firms can design and manage client experiences that create measurable business results. Tim shares his journey from in-house marketing to leading CX strategy and explains why repeat business does not always equal loyalty. He introduces practical ways to measure client sentiment, including Net Promoter Score and share of spend, and describes how firms can use feedback to inform go/no-go decisions, increase profitability, and strengthen retention. For marketers, this conversation shows how CX can open the door to leadership. Small wins such as mapping the proposal process or implementing a client feedback program can build momentum and demonstrate the connection between marketing strategy and firm performance. The discussion also highlights findings from the SMPS Foundation's research on CX in the AEC industry. Listeners will gain a clear view of how intentional client experience shapes reputation, growth, and long-term success.

Recommendation engines, dynamic pricing, conversational CX—AI can unlock them all. But without trustworthy, unified data, AI simply amplifies bad patterns. Inspired by No AI without data: Why digital success starts with the basics, this episode separates signal from noise: the trillion-dollar cost of poor data quality, why “garbage in, garbage out” still rules, and the concrete steps leaders are taking to fix foundations before scaling AI.What You'll Learn in This Episode:Why AI Fails (and How Data Breaks It)The “data goldmine” myth: lots of data ≠ useful dataHidden data factory: the staggering productivity drain of bad dataHow flaws cause AI misfires: overfitting, edge-case blind spots, spurious correlations, bias, and data driftThe Foundational Fix—A Practical BlueprintAudit reality: map systems (including shadow spreadsheets), ownership, and gapsProduct master cleanup: normalize attributes, units, categories, and hierarchiesCustomer master cleanup: dedupe, resolve parent/child relationships, link true buying historyTransaction discipline: capture why (promo, override, contract) to distinguish signal from noiseIntegration layer: ETL/ELT into a governed warehouse/lake for a single source of truthGovernance & DQM: owners, rules, SLAs, privacy (GDPR/HIPAA), and controls embedded in workflowsFrom Cost Center to Growth EngineCut the hidden factory (free analysts & data scientists to build, not mop up)Enable reliable AI: pricing, recommendations, inventory optimization, service automationBuild resilience: continuous data quality, monitoring, and model retraining to counter driftOrganization & Culture—Making ‘Data First' StickCross-functional accountability: sales, finance, ops, IT share metrics and incentives“Design for capture”: make high-quality data entry the easiest path for frontline teamsIterate in quarters, not years: ship foundations, measure lift, scale patternsKey Takeaways:You can't buy your way around data quality—AI learns whatever you feed it.Clean product, customer, and transaction data is the fastest path to dependable AI.Governance turns one-off cleans into durable capability (and lower operating costs).Embed “why” at the point of entry to convert exceptions into learnable signals.Get the data right and everything improves: pricing, CX, supply chain, analytics.Subscribe for more pragmatic playbooks on turning AI ambition into measurable outcomes. Visit The Future of Commerce for deep dives on data governance, architecture patterns, and AI implementation. Share this episode with ops leaders, data teams, and execs who own revenue and risk.

When host Jenny Dempsey got laid off back in 2022, she had no clue what I was doing. She was crying on her couch, trying to figure out who she even was without my job. No one hands you a guide for that kind of loss. It honestly felt like the ground fell out from under her.And then along comes Steve Jaffe. Turns out, he literally wrote the book I wish I had back then: The Layoff Journey: From Dismissal to Discovery.Steve's been through four layoffs (yes, four!) and instead of letting it crush him, he mapped out the stages of grief that come with job loss. Reading his book brought up so many of my own memories, everything from the shock and shame to that messy process of rebuilding your identity. It made me cry, it gave me hope, and it reminded me I'm not alone.In this conversation with Steve, we talk about:Why losing a job takes you through the grieving process.The awkward shame we carry after a layoff, and how to drop it.Why slowing down to process before jumping into the job hunt can change everythingThe “baggage” you might unknowingly carry into your next role.And what you need to hear if you just got laid off yesterday.This one hit so close to home for me, and if you've ever been laid off, or even just wondered who you are without your job, I think it'll resonate with you too.Connect with SteveGrab Steve's book The Layoff Journey on Amazon: The Layoff JourneyLearn more at: thestevejaffe.comFollow Steve on Instagram: @stevejaffethelayoffjourneyConnect with Steve on LinkedIn: Steve Jaffe on LinkedIn Thanks for tuning in to The Career Flipper!If this episode made you think, laugh, or feel a little braver about your own flip, do me a favor:

What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn't forgive? Is our political identity quietly fueling a new kind of “super loyalty” that's transforming customer behavior, for better or worse? In this episode of the Delighted Customers podcast, I dive into these burning questions with my returning guest, Dr. Forrest Morgeson, associate professor, researcher, and interim chairperson of the Marketing Department at Michigan State University's Eli Broad College of Business. Forrest, drawing on a unique blend of academic rigor and industry insight, explores how political polarization isn't just shaping national conversations—it's shaping the way brands connect with customers, and how those customers, in turn, connect back. If you're in marketing, customer experience, or simply care about understanding what really makes customers tick in today's politically charged climate, this episode is for you. Forrest's background with the American Customer Satisfaction Index (ACSI), along with his extensive research on brand loyalty and the nuances of political extremism, make him a must-listen expert. He's not just sharing theories—he's revealing data-driven insights you can act on, whether you're a CX leader or a curious consumer. Here are three essential questions Forrest answers on the show: What is the surprising link between political extremism and “super loyalty” to brands, and how does this affect both customers and companies? Why do politically extreme customers sometimes become brand evangelists—defending their favorite brands even after service failures or price hikes? What practical ethical and strategic lessons should business leaders take away when targeting or retaining highly loyal customer segments in a polarized marketplace? Don't miss this timely, thought-provoking conversation—listen now and subscribe so you never miss an episode. Find Delighted Customers on Apple Podcasts and Spotify, or wherever you download your favorite podcasts! Meet Forrest Morgeson Forrest Morgeson, Ph.D., is an associate professor of marketing at the Eli Broad College of Business at Michigan State University, where he currently serves as the interim chair of the Marketing Department. With broad expertise spanning marketing strategy, customer satisfaction, and management, Forrest has played a pivotal role as co-director of the doctoral program and is deeply involved in shaping the next generation of business leaders at MSU. He is renowned for his work with the American Customer Satisfaction Index (ACSI), where his research examines how consumers evaluate companies, sectors, and even government services over time. Forrest's latest research breaks new ground by investigating the relationship between political identity and customer loyalty, shedding light on how political extremism can create deeply attached, even “defensive,” customers. He is a passionate educator, a prolific researcher, and has been published in leading journals on topics ranging from service satisfaction to the psychological underpinnings of loyalty. To learn more or connect with Forrest, visit his faculty page at MSU or connect with him on LinkedIn. Show Notes & References American Customer Satisfaction Index (ACSI): theacsi.org Oliver's Framework for Loyalty (referenced work on the stages of customer loyalty): See summary on the four stages Recent case studies mentioned: Bud Light controversy | Target Pride campaign blowback Connect with Forrest Morgeson: Michigan State University Bio | LinkedIn Catch every episode of Delighted Customers on Apple Podcasts, Spotify, and all major podcast platforms!

In this episode, B2B International's Conor Wilcock and Jennifer Strange discuss how B2B organizations can better assess and improve customer experience (CX). They cover the challenges of measuring CX in complex environments and share practical steps for building effective CX research programs.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #267, we welcomed Michele Shane, SVP Business Development at UJet.CX based in San Francisco, CA. UJET is a next-generation cloud contact center platform that leverages AI to modernize the customer experience. The UJet.CX platform & services embed intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines.In this episode, Michele and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #267 Highlight Reel:**1. Human-centric approach to CX & growing your business 2. Power of people over technology & building your vision 3. Slow is smooth & smooth is fast 4. Importance of constant feedback from customers, employees & builders 5. Taking action on the right bits of customer feedback Click here to learn more about Michele ShaneClick here to learn more about UJet.CXHuge thanks to Michele for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Be one of our Pioneer users of the recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

On this special episode of Tapod, we catch up with Pam Stroud – Senior Talent Industry Legend, who has reassessed her career and ventured out on her own with ‘The Pivot Space', supporting and navigating women in career transition. It may be menopause, single motherhood, returning to the workplace following family or any number of challenges; sometimes we question our relevance and our career choices. Coupled with the recent and rapid changes in technology and focus on gender pay gap, more and more women are looking to pivot. Pam brings her knowledge and understanding to support women in working their way through all of the questions. And Pam has generously offered all TaPod listeners a discount to work with her. Use the QR code on the episode slide to access the offer.Thanks to SmartRecruiters for partnering with us this month.

Great luxury brands compete on more than quality — they win on the experiences customers remember most. This week on The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shared how the Swiss watchmaker sustains loyalty by pairing world-class craftsmanship with emotional connection — and what leaders in any industry can take from it.  Key takeaways from the episode:  ✅ Emotional connection turns purchases into loyalty.  ✅ Flow Leadership aligns People, Purpose, and Performance to fuel growth.  ✅ Consistency across customer touchpoints builds trust. Tune in and discover how emotional connection can be your strongest business strategy. Get a copy of Gaelle's new book Flow Leadership, which introduces a framework built on People, Purpose, and Performance.   Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.   

Picture this: A flat grey truck with no top of the line speaker system. No big navigation screen or fancy leather interior. Not even automatic windows.Just a plain, stripped-down, bare bones truck. And people are lining up to buy it.The company is called Slate, and it's an innovative, low cost customizable vehicle - kind of a LEGO kit on wheels - that starts at about $25,000. Join me today as I explore why selling something unfinished can be more powerful than selling something perfect - and how Slate Trucks uses psychology to make customers fall in love with a blank canvas (and you can, too). ⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐COACHING✅ To learn more about working one-on-one with Jen and book your free Connection Call, visit https://www.choicehacking.com/coaching-inviteThis month I have 3 spots available - first come, first serve.FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHackingWORK WITH JEN CLINEHENS & CHOICE HACKING✅ Training & Workshops: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Join the Choice Hacking Pro community: Get a Chief Marketing Copilot (powered by psychology) for your business when you join the Pro community. Get live weekly Workshops, Group Coaching and Office Hours.Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

On this episode, we explore data neutrality — and why ensuring unbiased, reliable data is fundamental to delivering AI-powered customer experiences. AI is everywhere in today's customer experiences, from chatbots handling order inquiries to copilots that help agents provide better support. However, the quality of these experiences depends entirely on the quality of the data powering them. When data is biased or compromised, it can lead to unfair treatment, poor personalization and inconsistent results across customer segments — ultimately damaging the brand trust and loyalty CX leaders work so hard to build.With 87% of U.S. consumers demanding transparency in how brands source data for AI models, and growing regulatory pressure around data governance, understanding data neutrality has become a business imperative. Our expert guests break down this complex topic in practical terms, sharing strategies for evaluating data sources, implementing proper auditing practices and choosing between custom and off-the-shelf datasets to support your CX goals.Listen for the compelling insights of Amith Nair, global vice president and general manager of Data & AI Solutions at TELUS Digital, and  Professor Renato Vicente,  associate professor of applied mathematics at the University of São Paulo and director of the TELUS Digital Research Hub.Show notes:Read more about the TELUS Digital survey on AI data transparency. Visit our website to learn more about TELUS Digital.

Where do you start with customer experience strategy?As a CX leader, you've probably faced the overwhelming question: Where do I start? In this episode, Jeannie Walters explores this challenge and shares how to find clarity when building a customer experience strategy.Drawing from real conversations with CX leaders, Jeannie introduces the CXI Navigator Framework, which highlights four essential parts of an effective strategy:Intentional Success – Defining what success really looks like.Customer Collaboration – Listening to and engaging with customers meaningfully.Cultural Commitment – Building a culture where everyone plays a role in CX.Experiential Innovation – Looking ahead to disrupt and improve through the customer experience.You'll also hear how the CXI Compass can help you pinpoint where to begin, whether it's strengthening culture, refreshing a Voice of the Customer program, or sparking innovation.If you've ever struggled to know the right starting point, this episode offers practical guidance to help you prioritize, define success, and create momentum in your customer experience journey.Resources Mentioned:Take the CXI Compass® assessment -- https://CXICompass.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Today on the Scoop Bonnie steps in for Craig whilst he is on a little sojourn and the team from Tapod brings you all of the weekly TA & Recruitment News including…  acquisitions on steroids, bikini tradie wants to go topless, office worker encourages bikinis, Trump puts up skilled worker visas, boss is cruel (there's a surprise), Gen Z pushing the workplace office fashion to the limit, WTF is ‘quiet-cracking'? and much more.Thanks to Indeed for partnering with us on The Scoop. 

Want to make AI work for your business? In today's episode, Lois Houston and Nikita Abraham continue their discussion of AI in Oracle Fusion Applications by focusing on three key AI capabilities: predictive, generative, and agentic.   Joining them is Principal Instructor Yunus Mohammed, who explains how predictive, generative, and agentic AI can optimize efficiency, support decision-making, and automate tasks—all without requiring technical expertise.   AI for You: https://mylearn.oracle.com/ou/course/ai-for-you/152601/   Oracle University Learning Community: https://education.oracle.com/ou-community   LinkedIn: https://www.linkedin.com/showcase/oracle-university/   X: https://x.com/Oracle_Edu   Special thanks to Arijit Ghosh, David Wright, Kris-Ann Nansen, Radhika Banka, and the OU Studio Team for helping us create this episode.   ------------------------------------------------------------   Episode Transcript: 00:00 Welcome to the Oracle University Podcast, the first stop on your cloud journey. During this series of informative podcasts, we'll bring you foundational training on the most popular Oracle technologies. Let's get started! 00:25 Nikita: Welcome to the Oracle University Podcast! I'm Nikita Abraham, Team Lead: Editorial Services with Oracle University, and with me is Lois Houston, Director of Innovation Programs. Lois: Hi there! In our last episode, we explored the essential components of the Oracle AI stack and spoke about Oracle's suite of AI services.  Nikita: Yeah, and in today's episode, we're going to go down a similar path and take a closer look at the AI functionalities within Oracle Fusion Applications. 00:53 Lois: With us today is Principal Instructor Yunus Mohammed. Hi Yunus! It's lovely to have you back with us. For anyone who doesn't already know, what are Oracle Fusion Cloud Applications?  Yunus: Oracle Fusion Applications are a suite of cloud-based enterprise applications designed to run for your business across finance, HR, supply chain, sales, services and more, all on a unified platform. They are designed to help enterprises operate smarter, faster by embedding AI directly into business process. That means better forecasts in finance, faster hiring decisions in HR, and optimized supply chains, and more personalized customer experience.  01:42 Nikita: And we know they've been built for today's fast-paced, AI-driven business environment. So, what are the different functional pillars within Oracle Fusion Apps? Yunus: The first one is the ERP, Enterprise Resource Planning, which supports financials, procurements, and project management. It's the backbone of many organizations, or day-to-day operations. HCM or Human Capital Management, handles workforce-related processes such as hiring, payroll, performance, and talent development, helping HR teams operate more efficiently. SCM, the Supply Chain Management, enables businesses to manage their logistics, inventory, and suppliers and manufacturers in the business. It's particularly critical in industries with complex operations like retail and manufacturing. The CX, which is the Customer Experience, covers the full customer life cycle, which includes sales, marketing, and service. These models help the businesses connect with their customers more personally and proactively, whether through the targeted campaigns or responsive support.  03:02 Lois: Yunus, what sets Fusion apart? Yunus: What sets Fusion apart is how these applications work seamlessly together. They share data natively and continuously improve with AI and automation, giving you not just tools, but intelligence at scale.  Oracle applications are built to be AI first, with a complete suite of finance, supply chain, manufacturing, HR, sales, service, and marketing, that is tightly coupled with our industry and data intelligence applications. The easiest and the most effective way to start building your organization's AI muscle is with AI embedded in Fusion applications. For example, if the customer needs to return a defective product, the service representative simply clicks on Ask Oracle for the answers. Since the AI agent is embedded in the application, it has contextual information about the customer, the order, and any special service, contract, or any other feature that is required for this process. The AI agent automatically figures out the return policy, including the options to send a replacement product immediately or offer a discount for the inconvenience, and also expedite shipping. Another AI agent sends a personalized email confirming details of the return, and different AI agent creates the replacement order for fulfillment and shipping. Our AI-embedded Fusion Applications can automate an end-to-end business process from service request to return order to fulfillment and shipping and then accounting.  These are pre-built and tested so that all the worry and hard work is removed from the implementation point of view. They cover the core workflows. Basically, they address tasks that form part of the organization's core workflow. User requires no technical knowledge in the scenarios.  05:16 Lois: That's great! So, you don't need to be an AI expert or a data scientist to get going. Yunus: The outcomes are super fast in business softwares and context is everything. Just having the right information isn't enough. This is about having the information in the right place at the right time for it to be instantly actionable. They are ready from day one and can be optimized over time. They are powerful out of the box and only get better with day-to-day processes and performance. 05:55 Are you working towards an Oracle Certification this year? Join us at one of our certification prep live events in the Oracle University Learning Community. Get insider tips from seasoned experts and learn from others who have already taken their certifications. Go to community.oracle.com/ou to jump-start your journey towards certification today!  06:20 Nikita: Welcome back! So, when we talk about the AI capabilities in Fusion apps, I know we have different types. Can you tell us more about them?  Yunus: Predictive AI is where it all started. These models analyze historical patterns and data to anticipate what might happen next. For example, predicting employee attrition, forecasting demand in supply chain, or flagging potential late payments in finance workflows. These are embedded into business processes to surface insights before action is needed. Then we have got the generative AI, which takes this a step more further. Instead of just providing insights, it creates content, such as auto-generating job descriptions, summarizing performance reviews, or even crafting draft responses to supplier queries. This saves time and boosts productivity across functions like HR, CX, and procurement. Last but not the least, we have got the agentic AI, which is the most advanced layer. These agents don't just provide suggestions, they take actions on behalf of the users. Think of an agent that not only recommends actions in a workflow, but also executes them, creating tasks, filling tickets, updating systems, and communicating with stakeholders, all autonomously but under user control. And importantly, many business scenarios today benefit from a blend of these types. For example, an AI assistant in Fusion HCM might predict employees turnover, which is predictive AI, generates tailored retention plans, which is generative, and it is generative AI, and initiate outreach or next steps, which is done by the process of agents, which is called agentic AI. So, Oracle integrates these capabilities in a harmonious way, enabling users to act faster, personalize at scale, and drive better business outcomes.  08:39 Lois: Ok, let's get into the specifics. How does Oracle use predictive AI across its Fusion apps, helping businesses anticipate what's coming and act proactively.  Yunus: So in HCM, things like recommended jobs, in this, candidates visiting a potential employer's website encountered an improved online experience, whereby if they have uploaded their resumes, they will be shown job opportunities that match their skills and experience mix. This helps candidates who are unsure what to search by showing them roles and titles they may not have considered. Time to hire provides an estimated as to how long it will take for an HR team to fill an open role, but this is really useful not only in terms of planning, recruitment, but also in terms of understanding whether you might need some temporary cover and for how long will it actually take the process to complete. In the process of supply chain management, the predictive AI is leveraged to revolutionize transit time and estimated time of arrival, which is called as the predictive analysis, enhancing efficiency, and optimizing operations. It can flag abnormal patterns in supply or inventory. For example, if a batch of parts is behaving differently in the production line and predict future demands, helping avoid overstocking or stockouts is a process that can be done by using the SCM predictive analysis or predictive AI. In ERPs, where you can audit your expenses, plan for future expenses, and do dynamic discounting for vendors who are likely to accept earlier payments or earlier payment discounts, it can also speed up reimbursements by automated expense entries. In CX, you have the options to go with adaptive intelligence for sales, which helps representatives prioritize the leads and the likelihood that a specific lead will close, helping representatives focus their time and effort. So predictive scheduling and routing in service delivery ensures that the right resource is assigned to the right customer at the right time, boosting operational efficiency and customer satisfaction, also known as fatigue analysis. 11:23 Lois: Now let's shift our focus to generative AI. How does Oracle implement generative AI across HCM, ERP, Supply Chain, and CX? Yunus: So, in HCM, the generative AI can automatically generate performance review summaries from raw data, saving time for HR teams, and can help you in providing candidates with summaries of their interview process, feedback, and next steps, all auto generated. With AI assistance, goal creation for employees can be automated, and the system analyzes performance data and trends to propose meaningful and attainable goals, aligning them with organizational objectives and employee capabilities. In SCM, similarly, the generative AI process helps you in defining drafting summaries of purchase orders. So generative AI can automatically create clear, readable synopses, and can be summarized with complex negotiations and discussions, making it easier for supply chain managers to analyze supplier proposals, track negotiations, processes, and understand key takeaways. With predictive AI embedded, it is helping you to leverage to help generate the repairs of master definitions of summaries, and can generate descriptions for item based on their specification, helping product teams automatically generate catalog contents. With ERPs, you can automate the creation of business reports, offering more insights and actionable narratives, rather than just showing the raw data. The AI can provide context, interpretations, and recommendations. AI can also take raw project data and generate a comprehensive, easy-to-read project status, reports that stakeholders can quickly review. In CX, we have got service request summarization, which can provide these long summaries for the customer services and the tickets that have been requested by the customers, allowing support teams to understand the key points in the fraction of time, and can also create knowledge base articles directly from common service requests or inquiries, which not only improves internal knowledge management but also empowers customers by enabling self-service. So generative AI can automatically generate success stories or case studies from successful opportunities or sales, which can be used as marketing content or for internal knowledge sharing. 14:20 Nikita: And what about Oracle's Agentic AI? What are its capabilities across the different pillars? Yunus: In HCM, Agentic AI handles the end-to-end onboarding experience, from explaining policies to guiding document submissions, even booking orientation sessions, allowing the HR staff to focus on human engagement. It can further support HR teams during performance review cycles by surfacing high potential employees, pulling in performance data, and recommending next actions like promotions or learning paths. It helps manage time with requests by checking eligibility, policy constraints, and suggesting appropriate substitutes, reducing administrative frictions and errors. With SCM, the Agentic AI Fusion Applications act as a real time Assistant to ensure buyers follow procurement policies, and reducing compliance risk and manual errors. It can also support sales representatives with real-time insights and next best actions during the quoting or ordering process, improving customer satisfaction and sales performance. With ERP, you can handle document intake, extraction, and routing, saving significant time on manual document management across financial functions using Fusion Applications. AI automates reconciliation tasks by matching transactions, flagging anomalies, and suggesting resolutions. It helps you in reducing close cycle timelines and continuously analyzes profit margins. And it recommends the pricing adjustments that can be done in your ERPs. In CX, the Agentic AI Fusion Application supports staff by instantly compiling full customer histories, orders, service requests, interactions, and can act like a real-time assistant, summarizing open tickets and resolutions, helping agents take over or escalate without needing to dig through the notes, and dynamically adjust technicals and technician routes based on traffic, priority, or cancelation, increasing the field efficiency and customer satisfaction. 17:04 Lois: Thank you so much, Yunus. To learn more about the topics covered today, visit mylearn.oracle.com and search for the AI for You course. Nikita: Join us next week as we cover how AI is being applied across sectors like healthcare, finance, and retail, and tackle the big question: how do we keep these technologies aligned with human values? Until then, this is Nikita Abraham… Lois: And Lois Houston, signing off! 17:30 That's all for this episode of the Oracle University Podcast. If you enjoyed listening, please click Subscribe to get all the latest episodes. We'd also love it if you would take a moment to rate and review us on your podcast app. See you again on the next episode of the Oracle University Podcast.

Great customer service should be helpful, proactive, and built to solve problems, not create new ones. In this episode, I sit down with John Kim, Co-Founder and CEO of Sendbird, the customer communications platform powering more than 4,000 of the world's most popular digital applications and connecting over 320 million people every month. John shares his perspective as both a successful entrepreneur and Korea's former number one pro gamer to unpack how AI, testing, and consistency are changing the techn-enabled service game. We dive into: Why great customer service is proactive, problem-solving, and built around the customer's needs How omnichannel experiences create consistency across platforms with seamless handoffs Why customers now default to AI, expecting instant responses, quick solutions, and personalized follow-ups The mindset shift businesses need to overcome fear of AI and start small with simple solutions like FAQs and password resets The critical role of testing technology, pushing systems until they break before launch to ensure smooth, reliable customer experiences How the future of AI agents will feel as personal as your local business, remembering preferences and following up on purchases If you want to understand how to balance human empathy with AI efficiency and set your business up for consistent, scalable service, this episode will give you the playbook.

The CPG Guys are joined in this episode by Laura Knebusch, SVP CPG Marketing & CX at Geaorgia-Pacific, the world's leading manufacturers and marketers of bath tissue, paper towels and napkins, tableware, paper-based packaging, cellulose, specialty fibers and building products. Follow Laura on LinkedIn at: https://www.linkedin.com/in/laura-knebusch-8887033/Follow Georgia-Pacific on LinkedIn at: https://www.linkedin.com/company/georgia-pacific-llc/Follow Georgia-Pacific online at: https://www.gp.com/Brands & Retailers looking to attend our Groceryshop Kickoff Party on Sept 28 register here: https://rethink.industries/events/groceryshop-kickoff-party-september-28-2025/Here's what we asked Laura: CPG hasn't always been known for being data- or tech-forward. But you've made AI and data central to your team's approach. Why, and how is it paying off?How do you balance human creativity with AI-driven automation — especially in areas like campaign optimization or creative development?Media habits have changed so much in just a few years. How has your media strategy evolved? You've shifted from a TV-heavy media mix to a digital-first strategy — what signals told you it was time to make that change?Are there particular emerging channels — podcasts, gaming, retail media, even the metaverse — where you see the biggest growth opportunity for CPG?How do you make sure those media messages really resonate — beyond just price or promotion? With so many touchpoints, how do you measure what's really working across platforms? We know social and influencers have become a bigger part of your playbook. What's changed there?You've had some bold campaigns recently this year - across 3 of your brands. How have they performed - what kind of audience response have you seen?Georgia-Pacific has such iconic brands. How do you modernize a household staple without losing what people already love about it?Your campaigns have been bold and playful lately — how do you create a culture where teams feel comfortable taking creative risks?You're leading one of the most ambitious CPG marketing transformations in the country — what mindset shifts were required to get the organization on board?What skills do you think the next generation of CPG marketers will need that maybe weren't as critical five years ago? Looking ahead, what does the “CPG marketer of 2030” look like?CPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comRhea Raj's Website: http://rhearaj.comLara Raj in Katseye: https://www.katseye.world/DISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity the CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.

In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest co-host Ben Shaw, Chief Strategy Officer at MullenLowe, to explore the enduring role of brand archetypes in marketing and customer experience. They revisit the origins of archetypes in Jungian psychology and the influential book The Hero and the Outlaw (Pearson & Mark), before debating how useful the framework remains today. Together, they discuss the power of archetypes to create consistency, unlock creativity, and guide internal decision-making while also recognizing their limitations, risks of rigidity, and occasional resemblance to horoscopes. The conversation ranges from brand strategy in B2B to the impact of AI agents on future purchasing, highlighting how archetypes can still be adapted, evolved, and made practical for modern brand building.

Mario Baddour, the Chief Executive Officer and President of InteLogix, a long-trusted global leader in business process outsourcing joins Enterprise Radio. Listen to host … Read more The post Why Companies Need A Human-Delivered, Digitally-Enabled Approach to CX in 2025 appeared first on Top Entrepreneurs Podcast | Enterprise Podcast Network.

How is creative effectiveness being redefined in a world powered by first-party data and retail media? In this episode, Nick Brunker is joined by Mari Sokolowski, Performance Marketing Personalization Lead at Haleon, to explore the evolution of creative from a static asset to a living, dynamic system. They discuss how brands are adapting to retailers becoming powerful media companies, the mindset marketers need to bridge the gap between art and the algorithm, and the importance of balancing short-term performance with long-term brand love to create experiences that feel like a service, not a sell.

Enea Dervishi is the Operations Director at Simetrix Solutions. He is based in Durres, Albania. Last month, Enea published an article in Customer Think titled "From Beaches To Business: Is Albania's BPO Wave About To Break?" The article kicked off a fevered discussion on LinkedIn because it did not focus on the usual BPO regional comparisons - how many airports, graduates etc... it directly compared the BPO possibilities in Albania with much larger and established destinations such as South Africa and India. Albania is on track to join the EU soon and although it is in Europe, companies there can compete with many regions that are much further away. Is it a hidden gem for European nearshoring? Mark Hillary and Peter Ryan discuss this and then Mark speaks with Enea in the interview. https://www.linkedin.com/in/edervishi/ https://simetrix-solutions.com/ https://customerthink.com/from-beaches-to-business-why-albanias-bpo-wave-is-about-to-break/ SUMMARY Mark Hillary and Peter Ryan discuss the emerging CX delivery destination of Albania, highlighting its potential to compete with established BPO hubs like South Africa and the Philippines. Enea Dervishi, Director of Operations at Simetrix in Albania, notes the country's 20-year experience in BPO, multilingual capabilities, and cultural alignment with Western markets. Albania's proximity to Europe and its agile, personalized service are key attractions. Dervishi emphasizes the need for coordinated promotion and plans to expand Albania's presence in both the US and Europe, targeting American companies unfamiliar with Albania's BPO capabilities.

Today I'm introducing you to Hilary, founder of Pack Love in San Diego.Hilary's story is one of resilience, curiosity, and following the unexpected signs. After years working in operations and project management, while also navigating undiagnosed endometriosis that left her burnt out, she found herself searching for a new path. What started as a desperate attempt to help her own reactive dog led her into the world of dog psychology, community pack walks, and eventually building her own business.Now, Hilary runs Pack Love and co-founded Wisdom of the Pack, a structured day camp for reactive dogs. In this conversation, she opens up about:✨ How a bridge job as a paralegal gave her the space to heal✨ The transferable skills she carried from her corporate career into entrepreneurship✨ Why our detours, setbacks, and “nonlinear” paths are actually our training ground✨ The deep lessons dogs can teach us about trust, presence, and joyWhether you're a dog lover, a career changer, or someone figuring out your “messy middle,” Hilary's story will give you hope that second chances are always possible, even if they come with a few paw prints along the way.Connect with HilaryInstagram: @packlovesdWebsite: packloveca.comWisdom of the Pack Day Camp: wisdomofthepack.comInstagram (Wisdom of the Pack): @wisdomofthepack Thanks for tuning in to The Career Flipper!If this episode made you think, laugh, or feel a little braver about your own flip, do me a favor:

Jennifer Gilbert is the Head of Digital at Nutra Organics, and a former ecommerce leader at RY.com.au, The Facial Co., and Makeup Cartel. With a background in musical theatre and a serious knack for CX, she's now driving digital growth for one of Australia's most beloved health food brands.In this episode, we cover:How a benefit-led quiz skyrocketed conversionsWhy quizzes aren't just acquisition tools, but service features that build long-term trustThe game-changing move of syncing quiz data into Klaviyo flowsWhere AI fits in, and why it's not replacing quizzes just yetConnect with Jennifer GilbertExplore Nutra OrganicsSMS us to request a guest!Support the showWant to level up your ecommerce game? Come hang out in the Add To Cart Community. We're talking deep dives, smart events, and real-world inspo for operators who are in it for the long haul. Connect with Nathan BushContact Add To CartJoin the Community

What happens when your company's reputation—and your customers' trust—hangs by a thread? Are you ready for a moment when a crisis isn't just possible, but inevitable? In this episode, I dive deep into one of the most critical topics for today's leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your organization's trust in the face of crisis. When everything is on the line, understanding this intersection isn't just important—it's essential. The choices you make, and how you communicate them, can mean the difference between lasting customer loyalty or irreparable damage to your brand. That's why you can't afford to miss my conversation with Michael Meath. Michael has spent over 40 years advising companies across the country through some of the toughest, most sensitive situations—from toxic crises to everyday reputational risks. He's also served as interim chair of the prestigious Syracuse University School of Public Relations, shaping the next generation of communicators. If you're a business leader, organizational communicator, or anyone invested in customer experience, Michael's insights are a must-hear. Here are three questions Michael answers on this episode: Why is it essential for CEOs and leaders to invest in communication and public relations—not just in a crisis, but every single day? What are the most dangerous myths and common missteps companies make when high-stakes moments arise? How can leaders activate a simple yet powerful model to ensure their communications strategy is rooted in integrity, builds trust, and truly delights customers—even when things go wrong? I invite you to listen and subscribe to the Delighted Customers podcast! You can find this episode on Apple Podcasts and Spotify, as well as all your favorite podcast platforms. Meet Michael Meath Michael Meath is a nationally recognized expert in crisis communications, public affairs, and ethical leadership. With more than four decades in the field, he's guided Fortune 500 companies, public utilities, health systems, and financial institutions through high-profile challenges—like the Tylenol cyanide scare, Wells Fargo's fake account scandal, and environmental disasters. His innate ability to “run toward the fire” has earned him a reputation as the trusted advisor organizations hope they never have to call—but are thankful for when the stakes are highest. Michael served as interim chair and an adjunct professor at Syracuse University's world-renowned S.I. Newhouse School of Public Communications, teaching ethics, communications, and leadership to both graduate and undergraduate students. He's also a business owner, published author, and consultant to the military and veteran organizations. Michael's signature model highlights the overlap between strategy, communications, and integrity—insisting that true organizational success requires all three, with integrity at the core. Connect with Michael on LinkedIn: Michael Meath LinkedIn Learn more about his work at michaelmeath.com or reach him via email at MF@falling-brooke.com. Show Notes & References MichaelMeath.com michaelmeath@falling-brooke.com (Email) Syracuse University's S.I. Newhouse School of Public Communications Tylenol Cyanide Crisis - History Exxon Valdez Oil Spill Wells Fargo Fake Account Scandal BP Deepwater Horizon Spill Wegmans Food Markets - Top Workplace Harvard Program on Negotiation: Dealing with an Angry Public Platinum Rule in CX

This week's podcast is a quick summary of how to use data in operations. You can listen to this podcast here, which has the slides and graphics mentioned. Also available at iTunes and Google Podcasts.Here is the link to the TechMoat Consulting.Here is the link to our Tech Tours.Here is my data playbook.Sell data as a product. Or part of the product itself. But you are selling data. This can expand into selling services.Analytics use cases are valuable. Think analytics vs insights vs predictions. Data can increase the speed of management decisions. Think dashboards.Rate of learning and adaptation is more powerful version of this. This can be a big strength in some businesses. Data products supporting agile teams are important. ------I am a consultant and keynote speaker on how to accelerate growth with improving customer experiences (CX) and digital moats.I am a partner at TechMoat Consulting, a consulting firm specialized in how to increase growth with improved customer experiences (CX), personalization and other types of customer value. Get in touch here.I am also author of the Moats and Marathons book series, a framework for building and measuring competitive advantages in digital businesses.Note: This content (articles, podcasts, website info) is not investment advice. The information and opinions from me and any guests may be incorrect. The numbers and information may be wrong. The views expressed may no longer be relevant or accurate. Investing is risky. Do your own research.Support the show

The Five Customer-Centric Strategies  Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes a successful customer experience strategy?  What are the main reasons companies struggle to meet customer expectations in today's marketplace?  How can businesses identify and close the gap between perceived and actual customer experience?  How can companies effectively gather deep, meaningful feedback from their customers?  How does technology create distance between companies and their customers, and what can they do to overcome it?  Top Takeaways:    Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service.  Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry.  To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better.   Customer service is not just a department. It's a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience.   Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience.  Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage.  Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand.  Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly.  Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments.  Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer.  Plus, Shep and Jeff discuss the "great distancing" and why companies need to avoid it as they add more technology. Tune in!  Quote:   "There's a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation."   About:     Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise.  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

This episode features an interview with Bruno Bertini, the CMO of 8x8, a CX platform that brings together business communications and interaction data in one place.Bruno discusses 8x8's innovative marketing campaigns, particularly 'The Power of You,' which creatively leverages AI to feature customers in engaging ways. Bruno shares insights into their marketing strategy, the role of AI in scaling their efforts, and the challenges and rewards of pushing creative boundaries in B2B marketing. Guest Quote:"In B2B, the only way to cut through the noise is by doing something creative. Imagine you're a buyer. You wake up like, oh my God, I'm gonna read a white paper this morning. I'm so excited. Anyways, jokes aside for us as we are repositioning the company, the idea was I don't have the biggest budget. You know, I'm one of the smallest players in a very big market, that's moving at quantum speed. So instead of burning all the money we had just in paid, trying to push more of the usual, the idea was can we do something really different leveraging our internal AI culture."Episode Timestamps: *(06:42) The Trust Tree: Economies of scale from AI content*(10:05) The Playbook: The Power of You Campaign*(44:48) Quick Hits: Bruno's quick hitsSponsor:Pipeline Visionaries is brought to you by Qualified.com. Qualified helps you turn your website into a pipeline generation machine with PipelineAI. Engage and convert your most valuable website visitors with live chat, chatbots, meeting scheduling, intent data, and Piper, your AI SDR. Visit Qualified.com to learn more.Links:Connect with Ian on LinkedInConnect with Bruno on LinkedInLearn more about 8x8Learn more about Caspian Studios Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This week on The Modern Customer Podcast, John Solomon, CMO of Therabody, shares how the company rebuilt its brand around the customer. By shifting from product-first to customer-first, Therabody expanded relevance, built trust, and strengthened loyalty. AI then pushed personalization even further—turning product use into connected experiences that grow with each customer. Highlights from our conversation:  ✔️ Leveraging customer feedback to guide Therabody's rebrand and audience-first strategy  ✔️ Applying AI to deliver personalized wellness experiences at scale  ✔️ Designing products and experiences around customer needs  ✔️ Building cultural relevance through talent partnerships that strengthen brand connection

What's on your mind? Let CX Passport know...Some call it doom and gloom for CX. Others say it's just evolving. But Mike Kendall isn't giving up on customer experience... he's rethinking it.From his early days helping define CX at Capital One to leading strategy at big brands and now advising through The Customer Lab, Mike brings a perspective forged by real-world change... and a drummer's rhythm.And yes, you'll want to hear the story of playing a 2000-year-old castle in Spain.5 first-class insights:Why CX sometimes feels like the uncool cousin of Product... and how to fix thatHow to create cross-functional trust without needing formal authorityWhat's really behind “CX is dead” chatterThe art of knowing your C-suite's secret agendaA fresh way to think about CX's role in driving shareholder, employee and customer valueCHAPTERS 00:00 Internal empathy... not just customer empathy 01:15 CX + product tension: why those teams drift apart 03:00 Technology gap and its role in CX's “identity crisis” 06:00 Finding your value in a product-driven world 08:50 Building trust across silos 11:00 Speaking the language of results 13:30 Mission over title... create value and then get the title 18:35 First Class Lounge – travel, paella, and brussels sprout rebellion 23:40 Is CX dead... or just evolving? 26:00 The C-suite pendulum: shareholder, employee, customer 27:30 Advice for early CX careers 29:30 Learn more about MikeGuest link: https://www.thecustomerlab.com/

The iPhone changed everything.It's one of the most desirable and innovative products in the world.And only creative, brilliant geniuses – like you – own an iPhone.At least, that's what Apple wants you to think…But have you ever wondered why you're willing to shell out a thousand dollars or more for a phone when there are perfectly good alternatives at half the price?The answer isn't found in processing power or camera specs. It's in psychology.Join me today as we unpack the psychological tactics Apple uses to make the iPhone irresistible – and how you can apply these same approaches to grow your own business.⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐COACHING✅ To learn more about working one-on-one with Jen and book your free Connection Call, visit https://www.choicehacking.com/coaching-inviteThis month I have 3 spots available - first come, first serve.FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHackingWORK WITH JEN CLINEHENS & CHOICE HACKING✅ Training & Workshops: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Join the Choice Hacking Pro community: Get a Chief Marketing Copilot (powered by psychology) for your business when you join the Pro community. Get live weekly Workshops, Group Coaching and Office Hours.Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

“Voice is back—and with AI, network APIs, and VCons, we're moving from channels to intelligent engagement.” — Kevin Nethercott & Rob Kurver, CPaaS Acceleration Alliance Kevin Nethercott and Rob Kurver of the CPaaS Acceleration Alliance (CPaaSAA) joined Doug Green, Publisher of Technology Reseller News, to preview their Member Summit in Amsterdam, September 22–24 and to chart where programmable communications is headed next. Born from messaging (SMS/A2P), CPaaS now spans voice, video, UCaaS/CCaaS integrations, and carrier network APIs. With AI and the emerging VCon standard (an IETF effort to containerize conversational data across voice, chat, email, and web), CPaaSAA frames the industry's North Star as “intelligent engagement”—outcomes-focused solutions that unify channels, data, and automation. Alliance momentum & event focus 120+ member companies across platforms and operators; ~50 speakers from 20+ countries; curated, senior-level audience. Launch of a Case Directory (120+ commercially available use cases) organized by vertical and region, reflecting where buyers are actually seeing ROI. Publication of the State of CPaaS insights and formation of a VCon working group to accelerate standards adoption and go-to-market patterns. Partnerships highlighted with GSMA and the VCon Foundation. Why this matters now With pandemic-era “Zoom times” behind us, the market is prioritizing profitability and stickiness. CPaaS winners are moving beyond horizontal APIs to verticalized, regulated, and region-specific applications. Example: a Redisys operator solution that uses AI in the core network to improve call intelligibility for people who are hard of hearing—a high-value, retention-friendly use case affecting ~15–18% of users. Takeaways for enterprises and partners Monetize voice again: AI + VCons make conversations machine-usable, improving CX and analytics. Differentiate with network APIs: Security, identity, and authentication services move CPaaS beyond messaging. Build for outcomes: Package solutions by industry and locality; not everything works everywhere the same way. Standardize the data layer: VCons are poised to do for conversations what SIP did for signaling. For membership and summit details, visit cpaasaa.com

Here's the thing. Most enterprise AI pitches talk about scale and speed. Fewer talk about trust, tone, and culture. In this conversation with Inflection AI's Amit Manjhi and Shruti Prakash, I explore a different path for enterprise AI, one that combines emotional intelligence with analytical horsepower, enabling teams to ask more informed questions of their data and receive answers that are grounded in context. Amit's story sets the pace. He is a three-time founder, a YC alum, and a CS PhD who has solved complex problems across mobile, ad tech, and data. Shruti complements that arc with a product lens shaped by real operational trenches, from clean rooms to grocery retail analytics.  Together, they built BoostKPI during the pandemic, transforming natural language into actionable insights, and then joined Inflection AI to help refocus the company on achieving enterprise outcomes. Their shared north star is simple to say yet tricky to execute. Make data analysis conversational, accurate, and emotionally aware so people actually use it. We unpack Inflection's shift from Pi's consumer roots to privacy-first enterprise tools. That history matters because it gives the team a head start on EQ. When you combine a deep well of human-to-AI conversations with modern LLMs, you get systems that explain, probe, and adapt rather than dump charts and call it a day.  Shruti breaks down what dialogue with data looks like in practice. Think back-and-forth exchanges that move from "what happened" to "why it happened," then on to "where else this pattern appears" and "what to do next," all grounded in an organization's language and values. Amit takes us under the hood on deployment choices and ownership. If a customer wants on-prem or VPC, they get it. If they're going to fine-tune models to their vernacular, they can. The model, the insights, and the guardrails remain in the customer's control. I enjoyed the honesty around adoption. Chasing AGI makes headlines, but it rarely helps a merchandising manager spot an early drop in lifetime value or a CX lead understand churn risk before quarter end. The duo keeps the conversation grounded in everyday questions that drive numbers and reduce meetings. They describe a path where EQ and IQ come together to form what Shruti calls contextual intelligence, and where brands can trust AI agents to assist without losing ownership or voice. If you care about making data useful to more people, and you want AI that sounds like your company rather than a generic assistant, this one is for you. We cover startup lessons, the reality of cofounding as a couple during lockdowns, and how Inflection is working with large enterprises to bring conversational analysis to real workloads. It is a grounded look at where enterprise AI is heading, and a timely reminder that technology should elevate humans, not replace them. ********* Visit the Sponsor of Tech Talks Network: Land your first job  in tech in 6 months as a Software QA Engineering Bootcamp with Careerist https://crst.co/OGCLA