Podcasts about CX

On this episode, host Sima Vasa talks to Ania Rodriguez, CEO and Founder of JourneyTrack and Chairwoman of the Board at Key Lime Interactive. Ania shares her founder journey from launching a UX consulting firm to building a venture-backed SaaS company in the emerging category of journey management. With a clear-eyed view of the differences between UX and CX, she explains how aligning with executive-level metrics creates staying power — and why data integration, category creation and capital strategy all matter when shifting from services to product. Key Takeaways: (02:12) Ania's background combines engineering, people and systems for innovation. (08:09) UX focuses on micro journeys while CX strategy operates at higher levels. (09:36) CX covers the full customer relationship, from awareness to advocacy. (11:15) C-suite now cares about CX, tying it to business outcomes and metrics. (12:36) CXPA is more strategic than most UX organizations. (15:30) Journey management tools connect insights to actions using integrations. (17:42) Journey management surfaces insights faster. (19:03) Time to first value is a crucial metric for SaaS adoption and success. (22:03) Knowing your financials and finding a niche are vital for entrepreneurs. Resources Mentioned: JourneyTrack | Website Key Lime Interactive | Website Thanks for listening to the Data Gurus podcast, brought to you by Infinity Squared. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show, and be sure to subscribe so you never miss another insightful conversation. #Analytics #MA #Data #Strategy #Innovation #Acquisitions #MRX #Restech

Hey CX Nation,In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX.TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves responsible for protecting our partners' interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at TaskUs think through on a daily basis to build world class customer experiences.**Episode #259 Highlight Reel:**1. Leading AI-safety initiatives at TaskUs  2. Developing and leveraging AI-powered analytics for customers 3. Partnering with Decagon and Regal focusing on augmentation 4. Constant monitoring & analysis of customer interactions to fuel sales5. Leveraging playbooks & how-to guides to create incredible EX Click here to learn more about Joe AndersonClick here to learn more about TaskUsHuge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.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!!

Send us a textIn this episode, the CPG Guys are joined by Jeff Clark, VP of Product & Commercialization at Walmart Connect, the retail media division of Walmart. Follow Jeff on LinkedIn at: https://www.linkedin.com/in/jeffclark/ Follow Walmart Connect on LinkedIn at: https://www.linkedin.com/company/walmart-connect/ Follow Walmart Connect online at: https://www.walmartconnect.com/ Jeff answers these questions:Walmart Connect has grown from an incubator project to a full funnel media publishing business. What were the pivotal moments from a product innovation perspective that propelled this transformation?How does Walmart Connect differentiate itself from other retail media networks, particularly in leveraging Walmart's unique assets?How do you approach the commercialization of new ad products while ensuring they align with Walmart's customer-centric values?How does Walmart Connect utilize first-party data to provide measurable ROI for advertisers?With the rise of omnichannel shopping, how does Walmart Connect ensure consistent messaging across online and in-store touchpoints?What innovations are being explored to enhance CX in retail media?Can you discuss the integration between Walmart Connect and Scintilla in delivering actionable insights to brands?ExperienceWhat advancements have been made in closed-loop measurement, and how do they benefit advertisers?How is identity resolution handled within Walmart's advertising ecosystem to ensure effective targeting?What are the biggest challenges you foresee for retail media, and how is Walmart Connect preparing to address them?CPG Guys Website: http://cpgguys.com FMCG Guys Website: http://fmcgguys,com ThinkBlue Website: https://www.linkedin.com/company/thinkbluesolutions/ Rhea Raj Website: http://rhearaj.com Katseye Website: https://www.katseye.world/Subscribe to Chain Drug Review here: https://chaindrugreview.com/#/portal/signupSubscribe to Mass Market Retailers here: https://massmarketretailers.com/#/portal/signupDISCLAIMER: 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 they represent. 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.

This week on Tapod we catch up with an old friend – Joanne Lockwood – the inclusive culture expert @SeeChangeHappen. Jo's journey is fascinating and so very important to all of us – particularly in a world going backwards. This episode is longer than most, but it's well worth it. We cover all manner of challenges in the inclusivity space, from recent changes in the UK around the definition of sex, US executive orders affecting the LGBTQIA+ community, gender disparity and more. It's raw, it's emotive, and it's essential listening Thanks so much to Check Work Rights for partnering with us for June. 

Send us a text Everyone's rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another dashboard. Before you build your own or sign a contract, listen to this. It'll change how you see QA, coaching, and the real future of AI in your contact center.  Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025.Fraudulent activity, cyber attacks, data breaches and harmful user-generated content are on the rise. To combat these threats, robust trust and safety programs have become more important than ever. Our expert guests share how organizations are adapting their approaches despite resource constraints and explain why proactive trust and safety programs are crucial in delivering exceptional customer experiences.Listen for the compelling insights of Peter Ryan, president and principal analyst at Ryan Strategic Advisory, and Ljubiša Velikić, vice president, trust and safety at TELUS Digital.Show notesWant to learn more about the latest trends in trust and safety programs? Download a copy of TELUS Digital's report, Safety in numbers: Trust and safety trends, 2025.

Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/540   Peak Outsourcing We get a veteran's perspective of the evolution of the CX industry in this week's episode of the Outsource Accelerator Podcast. James Reynolds, Chief Revenue Officer of Peak Outsourcing, comes in to share his background and views on the growth of outsourcing.    References: Website: https://www.peakoutsourcing.com/ LinkedIn: https://www.linkedin.com/company/peakoutsourcing/ James Reynolds LinkedIn: https://www.linkedin.com/in/djamesreynolds/     Start Outsourcing Outsource Accelerator can help you transform your business with outsourcing. Get in touch now, or use one of the resources below.   Business Process Outsourcing Get a Free Quote - Connect with 3 verified outsourcing experts & see how outsourcing can transform your business Book a Discovery Call - See how Outsource Accelerator can help you enhance your company's innovation and growth with outsourcing The Top 40 BPOs - We have compiled this review of the most notable 40 Business Process Outsourcing companies in the Philippines Outsourcing Calculator - This tool provides you with invaluable insight into the potential savings outsourcing can do for your business Outsourcing Salary Guide - Access the comprehensive guide to payroll salary compensation, benefits, and allowances in the Philippines Outsourcing Accelerator Podcast - Subscribe and listen to the world's leading outsourcing podcast, hosted by Derek Gallimore Payoneer - The leading global B2B payment solution for the outsourcing industry   About Outsource Accelerator Outsource Accelerator is the world's leading outsourcing marketplace and advisory. We offer the full spectrum of services, from light advisory and vendor brokerage, though to full implementation and fully-managed solutions. We service companies of all sectors, and all sizes, spanning all departmental verticals. Outsource Accelerator's unique approach to outsourcing enables our clients to build the best teams, access the most flexible solutions, and generate the best results possible. Our unrivaled sector knowledge and market reach mean that you get the best terms and results possible, at the best ALL-IN market-leading price - guaranteed.

If you're struggling with business operations that feel chaotic and inefficient, this episode is for you. We sit down with expert Errol Allen, a seasoned operations consultant, to explore how to bring clarity, structure, and efficiency to your day-to-day operations.Whether you're a startup founder, solopreneur, or a growing company battling internal friction, Errol offers proven strategies to help you create order. He walks you through how to implement standard operating procedures (SOPs), identify inefficiencies, and reduce miscommunication through strategic process documentation. If your current systems feel messy or outdated, this episode helps you discover where and how to start fixing them.Errol explains how poor team handoffs, a lack of training tools, and unclear roles contribute to operational bottlenecks. With insight from years of corporate experience at companies like Geico and Houston Post, he shares how to overcome employee resistance, improve workflow automation, and elevate your customer experience. His step-by-step framework will help you turn recurring problems into reliable systems that support your long-term business growth.✅ This episode answers common search questions like:How do I fix chaotic business operations?What's the first step to building SOPs?How can I automate tasks without breaking my processes?Why are my employees resistant to documentation?How do I improve cross-department communication?This is more than theory—it's a practical roadmap from someone who's helped businesses just like yours. If you've Googled any of the above questions, this podcast will give you clear answers and tactical steps to streamline your business.00:00 - Intro & Welcome Errol Allen 01:05 - What is an Operations Consultant? 02:10 - Common Problems in Business Operations 03:45 - What Causes Chaos in Growing Businesses 05:00 - How to Begin Process Documentation 06:30 - Importance of SOPs & Team Handoffs 08:00 - Leadership Commitment to Documentation 09:10 - When & What to Automate 10:35 - Employee Resistance to SOPs: Why & How to Overcome 12:00 - Benefits of Documentation: Training, Morale, CX 13:45 - Connect with Errol AllenTo check out the YouTube (video podcast), visit: https://www.youtube.com/@drchrisloomdphdDisclaimer: Not advice. Educational purposes only. Not an endorsement for or against. Results not vetted. Views of the guests do not represent those of the host or show.  Click here to join PodMatch (the "AirBNB" of Podcasting): https://www.joinpodmatch.com/drchrisloomdphdWe couldn't do it without the support of our listeners. To help support the show:CashApp- https://cash.app/$drchrisloomdphdVenmo- https://account.venmo.com/u/Chris-Loo-4Spotify- https://podcasters.spotify.com/pod/show/christopher-loo/supportBuy Me a Coffee- https://www.buymeacoffee.com/chrisJxClick here to check out our bookstore, e-courses, and workshops: https://www.drchrisloomdphd.com/shopClick here to purchase my books on Amazon: https://amzn.to/2PaQn4pFor audiobooks, visit: https://www.audible.com/author/Christopher-H-Loo-MD-PhD/B07WFKBG1FFollow our YouTube channel: https://www.youtube.com/chL1357Follow us on Twitter: https://www.twitter.com/drchrisloomdphdFollow us on Instagram: https://www.instagram.com/thereal_drchrislooFollow the podcast on Spotify: https://open.spotify.com/show/3NkM6US7cjsiAYTBjWGdx6?si=1da9d0a17be14d18Subscribe to our Substack newsletter: https://substack.com/@drchrisloomdphd1Subscribe to our Medium newsletter: https://medium.com/@drchrisloomdphdSubscribe to our LinkedIn newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=6992935013231071233Subscribe to our email list: https://financial-freedom-podcast-with-dr-loo.kit.com/Thank you to all of our sponsors and advertisers that help support the show!Financial Freedom for Physicians, Copyright 2025

Today, we explore the intersection of product, technology, and customer experience with Brit Tucker, VP of Product Technology and CX at Society6. As the brand navigates a bold shift from marketplace to curated retailer, Brit unpacks how Society6 aligned its strategic pivot with a full replatform and redesign all timed ahead of peak season. She shares the mindset required to lead complex digital transformations, why listening to customers matters more than brand messaging, and how a culture of experimentation drives sustainable growth. Tune in for actionable insights on building cross-functional alignment, optimizing tech investments, and scaling ecommerce through real customer understanding.

On this episode of Press 1 For Nick, host Nick Glimsdahl sits down with Brandon Knight, Head of CX Ecosystem at Zoom, for a candid and insightful conversation about the future of customer experience and the powerful role AI is playing in transforming the contact center space. Brandon shares his unique, never-before-told journey from managing a Philadelphia doctor's office to becoming a contact center agent, eventually climbing the ladder to leadership and innovation at Zoom.Nick and Brandon dive deep into some of the most persistent misconceptions about Zoom's CCaaS platform, what's truly changed in the last year, and why AI is more than just a buzzword—it's evolving at lightning speed and shaping real outcomes for businesses and their customers. You'll hear exclusive thoughts on the rapid acceleration of AI in CX, how Zoom is working to create seamless, orchestrated customer and employee experiences, and what exciting features are coming down the pipeline.Whether you're curious about AI's impact, looking to avoid common pitfalls in cloud contact center migrations, or want an inside look at how Zoom partners with organizations to maximize success, this episode is packed with insights, honest reflections, and actionable advice. Stick around for the lightning round and find out Brandon's personal favorite Zoom feature, plus his best pitch for why frustrated customer service leaders should give Zoom Contact Center another look. Don't miss this engaging conversation on the next frontier of customer experience!

Is your customer experience too easy? According to Dr. Joseph Michelli — psychologist, author of 13 books, and consultant to brands like Starbucks, Mercedes-Benz, and Ritz-Carlton — that could actually be the problem. Dr. Joseph Michelli joins Lacey to dismantle the myth of “effortless” CX and make the bold claim: CX might not survive unless we get a lot more human… and a little more emotional.Want your customers to care? They need to struggle (just a little). Want your team to win with AI? Teach your bots emotional intelligence. Deep, funny, a little existential — this conversation is for CX pros, tech optimists, and anyone who's ever asked, "Wait… did that chatbot just gaslight me?"Tune in to hear why Joseph says, “All business is personal,” and what brands must do now to build human connection at scale.Key Moments: 00:00 Customer Effort vs. Ease, AI in CX, & Introducing Dr. Joseph Michelli05:10 From Psychology to Business Consulting10:59 The Art and Science of Customer Experience24:04 The Balance Between Effort and Ease39:35 The Service Recovery Paradox40:03 Handling Friction in Customer Relationships42:34 Generational Differences in Technology Adoption46:41 Emotional Intelligence in AI Interactions01:11:32 Impressive CX & Key Advice for CX Leaders –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

In this episode of First Contact: Stories of the Call Center, we go deep with Vern Fernandez from Jabra, the guy who's turning headsets into high-performance AI-powered CX tools. We're talking about devices that detect tone, improve agent empathy, reduce call times, and, even more impressively, alert you when your dog is barking too loudly to ensure a good customer experience. This isn't some gadget talk -this is a wake-up call for anyone serious about performance, retention, and the future of work.

Music plays a pivotal role in the retail customer experience as well as retailer's success.As Ola Sars, CEO of Soundtrack Technologies, shares with Judy Mottl, editor of Retail Customer Experience, in this episode of the CX Innovators podcast, music has become a CX strategy that can drive customer loyalty as well as revenue.Sars was a co-founder and COO of Beats Music, a subscription streaming service acquired by Apple in 2014 in a $3 billion dollar deal and which eventually transformed into Apple Music.The Stockholm-based serial music tech entrepreneur is a 2024 Billboard International Power Player. Initially developed in a joint effort with Spotify, Soundtrack serves over 80,000 businesses across 74 countries with a music catalog of more than 100 million tracks available for commercial use.Check out the Networld Media Group YouTube channel to catch up on past CX Innovators podcasts.

Anunciamos os nossos convidados do Episódio 16 da Temporada 06 do Papo Condominial Cast SP: o Marcio Dantas @amocliente que é especialista em CX & CS no segmento condominial e a Natalia Silva @natiscristina da Sell Administradora @selladministradora, com o tema: a revolução das administradoras de condomínio._Como Host teremos o nosso Diretor Executivo Daniel Lima @danielrslima e a Sindica Profissional Vera Rogato @asindica.verarogato._Um projeto gigante como este só é possível graças ao oferecimento da Superlógica (@superlogicatec) e aos nossos patrocinadores PPA @ppa_brasil, Minha Portaria @mp.portariaremota, Eletromidia no Seu Predio @eletromidia.noseupredio, É Seguro @esegurocorretora.oficial, É Creed @ecreed.oficial, Arsenal Consultoria em Elevadores @arsenalelevadores, Sell Administradora @selladministradora, VR Bebeficios @issoevr, Teg Monitor @tegmonitor, Condomob @condomob, Carboroil @carboroil, Yellow Imoveis @yellowimoveis.oficial, Impersolid Engenharia @Impersolid e Condofaz._Data: 19/05/25._Início: 17:30hs._Vocês não podem perder!#papocondominial #podcast #síndico #Sindica #sindicatura #sindicoprofissional #podcastsindico #superlogica #ppa #ppabrasil #minhaportaria #eletromidia #eletromidianoseupredio #eseguro #ecreed #grupoeseguro #selladministradora #tegmonitor #arsenalelevadores #yellowimoveis #arsenalelevadores #modulocker #gekalicobrancas #condofaz #carboroil #superlogica #6pbank #verarogato #marciodantas #cs #cx #sucessodocliente #experienciadocliente #nataliasilva

How does a 150-year-old company continue to lead in customer experience? At Prudential Financial, it starts with culture. With 11 consecutive years of CX recognition, Prudential has built a foundation of accountability, innovation, and trust—while actively scaling AI and automation across the enterprise. On this week's episode of The Modern Customer Podcast, Abhii Parakh, Head of Customer Experience, shares how Prudential:✔️ Empowers 100+ internal CX champions ✔️ Operationalizes voice-of-the-customer company-wide ✔️ Pilots agentic AI to streamline service at scale ✔️ Maintains trust in a highly regulated industry

In this episode of Gartner ThinkCast, we explore what customer experience looks like in 2025 — a world where your most valuable customers might not even be human. Gartner Distinguished VP Analyst Don Scheibenreif joins host Alexis Wierenga to unpack how CEO perceptions, AI agents and machine customers are reshaping CX strategy. Drawing from Gartner's latest CEO research, Don shares critical insights on the shift in customer expectations, the rapid emergence of autonomous buyers and the emotional impact of AI adoption. Whether you're designing for humans, machines or both, this episode offers a roadmap for getting customer experience right in an AI-first future. Tune in to discover: • Why CEOs may not know their customers as well as they think • What machine customers are and why they matter now • The key blind spots in AI-driven CX strategies • How to balance automation and humanity to create trust Dig Deeper Attend the Conference: Gartner IT Symposium/Xpo™ https://gtnr.it/3UpD6Ei  Register for the Webinar: Explore the Impact of AI on Customer Experience in Your Organization https://gtnr.it/4myNki0  Watch for More Insights: When Machines Become Customers https://gtnr.it/4mwGCsL 

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Today on the Scoop, the team from Tapod brings you all of the weekly TA & Recruitment News, including…  the death of the digital nomad… some interesting job data in NZ and globally… trouble at Workday… what's the most in-demand Tech role?  Grad market update… Tech workers joining the union… Gen Z lying on their job applications and much more. Thanks to Indeed for your ongoing support. 

Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

This week on Tapod we are lucky to catch up with Alex Thomson – Head of TA and Mobility at Australia Post. We cover all manner of topics, including mushroom sales in South Gippsland, but that's not why we got Alex in… Everybody knows Australia Post – they are an iconic brand across the country. But what happens when progress demands change and evolution? Well, strap in and you'll find out! Thanks so much to Phenom for partnering with us for May. 

This week's episode of America on the Road features road tests of two standout vehicles--the 2025 Honda Civic Sport Touring hatchback and the 2025 Mazda CX-5 Carbon Turbo. Co-Host Chris Teague put the Civic Sport Touring hatchback to the asphalt, and he found it to be one of the best values in the stellar Civic lineup. Powered by a hybrid system pairing a 2.0-liter Atkinson-cycle engine and electric motor, it delivers 200 horsepower and 232 lb-ft of torque. With 50 mpg city and 45 highway, it's one of the most efficient compact cars available, while at the same time delivering laudable performance. Four drive modes, a refined suspension, a 9-inch infotainment screen with Google built-in, a 12-speaker Bose audio system, and full Honda Sensing safety suite round out a well-equipped, tech-forward package. He'll offer a full report. Host Jack Nerad took the wheel of the 2025 Mazda CX-5 Carbon Turbo, a $39,455 compact SUV with 227 horsepower and 310 lb-ft of torque from a turbocharged 2.5-liter engine. All-wheel drive, a six-speed automatic, and premium touches like Terracotta leather-trimmed seats and a 10-speaker Bose system give it a refined edge. Though fuel economy sits at 24 mpg combined, the CX-5 impresses with its sophistication, design, and feature-rich value. And it is arguably the most fun-to-drive vehicle in its segment. At the same time, its price might surprise -- or even shock-- you. At the top of the news, we detail the debut of the 2026 Lexus RZ, now offered in three EV variants, including the new 402-horsepower F SPORT. Lexus has improved its range, added fast charging, and introduced performance upgrades like “M Mode,” which simulates manual shifting. Meanwhile, the 2026 Honda CR-V gets tech and trim upgrades, including a new off-road-ready TrailSport Hybrid model with standard AWD and improved fuel economy. All trims now offer wireless phone integration and larger screens. Not to be outdone, Toyota pulled the wraps off the all-new 2026 RAV4, the CR-V's chief nemesis, and we'll have more details on its gala introduction next week. In this week's auto-political news, a U.S. Senate resolution could overturn California's authority to enforce its 2035 all-EV mandate. Backed by automakers and dealers, supporters argue it protects national market consistency, while critics warn it could undercut state autonomy and slow EV adoption. Another legal battle has emerged between the California New Car Dealers Association and Honda/Sony over direct-to-consumer Afeela EV sales. The CNCDA claims these sales violate franchise laws requiring manufacturers to work through licensed dealers. The case may set a major precedent as EV startups and joint ventures explore nontraditional retail models. Also in the news, General Motors has halted U.S. exports to China, citing trade tensions and the winding down of its premium Durant Guild brand. GM will continue operating in China through joint ventures, but this move signals shifting priorities amid rising tariffs and regulatory uncertainty. This week's guest, Andre Ravinowich, Senior Manager of Product Planning at Hyundai, joins the show to talk about the all-new Hyundai Ioniq 9, a large electric SUV set to broaden Hyundai's EV lineup with space, performance, and tech innovation. Nerad drove the new battery-electric wonder during a Hyundai-sponsored event in Savannah, Georgia. To close out the show, the listener question of the week comes from Stanley in Macon, Georgia, who asks: “What's your take on the return of sedans and smaller cars? Are they gone for good, or do you think there will be a comeback for cars?” Jack and Chris weigh in, noting that while crossovers dominate, rising vehicle prices, tighter parking, and renewed interest in efficiency could trigger a modest resurgence for sedans and compacts—especially hybrids and EVs. Jack Nerad's newest book Jack is now offering his newest crime novel, Only One Thing Stays the Same,

In this week's episode, Communications Committee Chair Matt McCants points back to highlights in the bevvy of information we covered in the BOD meeting recap and teases the upcoming deep dive with the SAC. Also in this episode: a heads-up on the SWAPA Constitution modernization, and a call to action for those interested in serving as a representative in this fall's elections—these reps will help shape the platform for our next contract.What happens if your flight is delayed while on your overnight—can you stay at the hotel longer? Does it affect your pay?  Is an early call from Scheduling during a delay an interruption of rest? What's the difference between LIMO-only duty periods and CX pairings? The answers to these questions and more are in this week's Contract Q&A.If you have any feedback for us at all, please drop us a line at comm@swapa.org or tap here to send us a text.Follow us online:Twitter - https://twitter.com/swapapilotsFacebook - https://www.facebook.com/swapa737

Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom In today's episode, we're thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon, and Brinks, Frederic brings a practical, global perspective to the evolving world of CX. What we cover in this episode: Why great customer experiences are effortless by design How AI can automate repetitive tasks, freeing your team for high-value conversations The critical need to balance AI automation with authentic human connection Why AI integration leads to more WOW moments and stronger customer loyalty How Ignoring AI today is like ignoring computers in the 1980s How AI enables 24/7 service without burnout Why solving problems quickly and easily is the foundation of trust and advocacy Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

The “Buy Now” button may look simple, but what happens behind the scenes makes or breaks customer satisfaction. This episode explores why marketplace automation is no longer just an efficiency play—it's a frontline strategy for delivering the kind of consistent, fast, and frustration-free customer experience consumers expect.We break down the hidden costs of disconnected systems, the real-world impact of automation on brand loyalty, and how companies like Expondo used backend improvements to drive a 300% revenue increase. Plus, we walk through five questions every business should ask to assess if their operations are CX-ready.Whether you're managing one marketplace or twenty, this is a conversation about turning operational complexity into competitive advantage.What You'll Learn in This Episode:

Mark Zucker is the Co-Founder of MCVO Talent Outsourcing. He is based in Chicago, Illinois. Mark shares his journey from founding a wedding album manufacturing company (almost 30 years ago) to starting MCVO, which specializes in helping small businesses in North America. He highlights the benefits of the Philippines as a BPO destination, citing its respectful culture, strong English proficiency, and service-oriented mindset. Zucker emphasizes the importance of understanding client needs, maintaining client relationships, and providing simplified pricing models. He advises entrepreneurs to seek knowledgeable, involved partners and to consider the feasibility of outsourcing tasks. Mark talked to Peter Ryan about his journey as an entrepreneur and the specific needs of smaller companies when outsourcing. https://www.linkedin.com/in/markzucker/ https://www.mcvotalent.com/

“Brand is the promise, the experience is the reality.” This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential Financial, to unpack exactly how the 150 year old legacy brand created a scalable culture of empathy, innovation, and action. From defining what CX really means to implementing belief-driven rituals and artifacts, Abhii shares a behind-the-scenes look at Prudential's remarkable shift.You'll hear how Prudential turned feedback from a single paper-fatigued customer into a multi-year digital transformation, why they built a champion network of 100+ internal customer advocates, and how they're blending human insight with emerging AI technologies to drive predictive customer experiences. This isn't about generic platitudes — it's about measurable change, internal momentum, and leadership buy-in.If you're leading CX at scale, battling organizational silos, or just wondering how to make customer experience more than a department, this is the episode you've been waiting for. Subscribe for more insider conversations with the most customer-obsessed minds in business. Key Moments:  00:00 Who is Abhii Parakh, CSM at Prudential?04:56 Building a Customer-Centric Culture10:19 Scaling Customer Experience Globally13:58 Three Elements of Culture: Artifacts, Rituals & Beliefs28:05 Impact of Predictive Analytics & Debunking NPS35:22 Adopting AI at Prudential: Challenges, Success & Predictions45:23 The Difference Between Generative AI & Agentic AI 50:27 Future of AI and Ethical Considerations –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

Send us a textIn this episode of Navigating the Customer Experience, we sit down with Fran Brzyski, CEO and Co-Founder of Hark, the leader in video and audio-driven customer feedback. With over a decade of experience in CX and Voice of Customer roles spanning startups to Fortune 50s, Fran brings a wealth of insight into transforming how brands listen and respond to customers in the modern age.Fran's journey to entrepreneurship wasn't linear. He began in finance at a major bank but quickly realized the corporate world wasn't for him. Driven by a desire to innovate and execute quickly, he pivoted into the startup world, embracing the highs and lows along the way. After working across sectors including biotech, risk and compliance, and e-commerce, he found his calling in software — drawn by the rapid feedback loops and opportunity for fast-paced innovation. Inspired by his supportive wife and parents, Fran took a leap of faith, second-mortgaged his home, and founded Hark.So, what is Hark? Fran explains that Hark was born from a realization that customer communication was evolving rapidly. While people freely share stories on social media, brand interactions remained stuck in outdated forms and text-based surveys. Hark changes that by enabling customers to share feedback via audio, video, screen share, and text — creating a multimodal, emotionally rich experience that makes people feel truly heard.Hark not only captures more meaningful customer stories, but also analyzes them to extract trends and insights across departments. The platform facilitates faster feedback loops and deeper cross-functional collaboration — turning traditional customer feedback into an engaging, action-driven experience that transforms how teams operate.Fran shares powerful use cases where Hark has driven real change. In one example, a beauty brand identified a pump issue that was initially thought to be a product defect. Through Hark's insights, they discovered it was actually a fulfillment problem — saving time, money, and improving the customer experience. Another eyewear company revamped its NPS strategy, using Hark to elevate promoters into champions, fostering brand loyalty in ways they'd never seen before.When asked about tools he can't live without, Fran points to ChatGPT, noting its versatility in helping him brainstorm, optimize operations, and make strategic decisions — effectively serving as his go-to AI business partner.Books that have influenced him? "The Four Agreements" by Don Miguel Ruiz stands out for helping him tune into what truly drives personal happiness and freedom, a mindset he carries into both life and leadership.What's Fran excited about right now? Both professionally and personally, a lot. He's energized by the accelerating pace of AI innovation, especially how it's reshaping product development and testing. Personally, raising three young kids under six keeps him grounded and present, giving him fresh perspective every day.On staying motivated, Fran emphasizes self-awareness, structure, and support. He prioritizes sleep, exercise, and quality time with his family. He also works with a coach and practices meditation to stay mentally clear and present — knowing that founder life is a marathon, not a sprint.His favorite quote? One from his mom: “This isn't a dress rehearsal, this life.” It's a reminder to be bold, stay grounded, and live intentionally — a philosophy he carries with him into every business decision.Connect with Fran:Fran Brzyski on LinkedInHark on LinkedInTune in to learn how Fran is disrupting customer feedback

How do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy. She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proactive experiences that build trust, even in a space customers rarely think about. Key topics in this episode:  ✅ Making customer experience visible in a behind-the-scenes industry  ✅ A hub-and-spoke model for company-wide CX ownership  ✅ Using AI to support agents and solve complex issues   ✅ Leading cultural transformation post-acquisition 

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Today on the Scoop the team from Tapod brings you all of the weekly TA & Recruitment News including, big news from Recfest UK, Bad news from Microsoft, Nissan and Recruitment Agencies, but good news from McDonalds, Loud Labourers, Smiley emojis, Callam Pickering puts on his economist hat and talks us through the RBA interest rate cut and much more. Thanks to Indeed for your ongoing support.

Are you truly the leader you want to be—or just reacting under pressure? In this powerful episode, Sabina Nawaz shares hard-earned insights from decades of coaching CEOs and writing her new book, You Are the Boss. Discover how to navigate leadership challenges and lead with intention, clarity, and care.About the GuestSabina Nawaz is an elite executive coach who advises C-level executives and teams at Fortune 500 corporations, government agencies, nonprofit organizations, and academic institutions worldwide. Sabina gives dozens of keynotes, seminars, and conferences each year and teaches faculty at Northeastern and Drexel Universities. During her fourteen-year tenure at Microsoft, she transitioned from managing software development teams to leading the company's executive development and succession planning efforts for over 11,000 managers and nearly 1,000 executives. She is the author of YOU'RE THE BOSS: Becoming the Manager You Want to Be (and Others Need).Relevant Linkshttps://sabinanawaz.com/ https://www.linkedin.com/in/sabinanawaz/ https://www.instagram.com/sabinacoaching/The Top 3 Key LearningsLeadership can quietly derail with success — Promotions increase pressure, which can distort behaviors and distance leaders from honest feedback.Listening is a superpower — Developing your “shut up muscle” by speaking less and asking more questions helps you hear diverse perspectives and build stronger teams.Micro-habits create sustainable self-care — Managing stress through tiny, consistent habits like one mindful breath daily helps maintain performance and wellbeing.Chapters00:00 Welcome and Guest Introduction00:55 Career Highlights and Values03:01 Discussing the Book: 'You Are the Boss'03:20 Recognizing and Managing Power and Pressure07:36 Effective Leadership Communication13:01 Managing Stress and Wellbeing15:38 Leadership Blind Spots and Continuous Improvement18:57 Final Thoughts and Golden NuggetKeywords: leadership development, Sabina Nawaz, CX podcast, you are the boss book, pressure in leadership, power gap in management, leadership blind spots, self-care for leaders, executive coaching, shut up muscle, micro habits for stress Follow & Subscribe to the CX Goalkeeper Podcast: Podcast Page Apple Podcast Spotify We'd love to hear your thoughts — leave a comment or share your feedback!

In this episode of Add To Cart, we sit down with Kira Macleod-Finke, Head of Direct-to-Consumer at The Body Shop Australia, the iconic beauty brand now certified 100% vegan across its global product range. With a retail career spanning T2, Country Road, Trenery, and Jeanswest, Kira shares how she led The Body Shop through two global buyouts, a decentralisation shift, and a three-month replatform from SAP Commerce Cloud to Shopify, with just 13 minutes of downtime. She reveals how she unified ecommerce and retail under one DTC team, turned L&D into a real-time CX engine, and kept her people calm and focused through an unpredictable transformation. This one's packed with honest leadership insights, practical team structures, and bold decisions that brand managers and ecommerce leads won't want to miss.This episode was brought to you by: Shopify PlusKlaviyoAbout your guest:Kira Macleod-Finke is a seasoned retail leader with over 20 years' experience driving transformation across some of Australia's best-known brands. As Head of Direct-to-Consumer at The Body Shop Australia, she leads the charge across both ecommerce and 130+ retail stores, unifying customer experience and commercial strategy under one roof. Formerly the ANZ retail operations for The Body Shop, and Global Head of Retail at T2 Tea, Kira has led teams across five international markets. Her career also includes senior roles at Jeanswest and Country Road Group, where she led large-scale retail operations and customer-focused change. With deep expertise in omnichannel retail, team development and CX design, Kira is known for combining operational rigour with purpose-led leadership to put the customer at the centre of every decision.About your host:Nathan Bush is the host of the Add To Cart podcast and a leading ecommerce transformation consultant. He has led eCommerce for businesses with revenue $100m+ and has been recognised as one of Australia's Top 50 People in eCommerce four years in a row. You can contact Nathan on LinkedIn, Twitter or via email.Email hello@addtocart.com.au We look forward to hearing from you! Hosted on Acast. See acast.com/privacy for more information.

ABOUT CLAIRE CODER:BIO: Claire Coder (Forbes 30under30) is a 28-year-old Thiel Fellow and founder and CEO of Aunt Flow. On a mission to make the world better for people with periods, Aunt Flow stocks public bathrooms with freely accessible tampons and pads. Through Claire's leadership, Aunt Flow launched patented tampon & pad dispensers in 60k+ bathrooms and raised $17m+ in venture capital. Coder launched her first company at age 16, designed a bag for Vera Bradley that sold out in 24 hours, and has her own line of GIFs. After getting her period in public without the supplies she needed, at 18 years old, Claire dedicated her life to developing a solution to ensure businesses and schools can sustainably provide quality period products for free in public bathrooms. Since 2016, Aunt Flow has worked with thousands of businesses and schools, including organizations like Google, Princeton University, Netflix, and 30+ professional sports stadiums, to offer freely accessible period product dispensers, filled with organic cotton tampons and pads. Aunt Flow has donated over 7 million organic cotton tampons and pads to menstruators in need since 2021. Claire's ultimate goal in life is for any menstruator to walk into any bathroom and never need to worry if they start their period, because Aunt Flow period products are freely available!Claire's story has been featured in TeenVogue, Forbes, Fortune, and she starred in TLC's Girl Starter Season 1. Claire speaks regularly surrounding her advocacy work, starting a social enterprise and journey as a female founder. For more information, please visit LinkedIn Profile: https://www.linkedin.com/in/clairecoder/ Websites:clairecoder.com (Personal)goauntflow.com (Company)SHOW INTROWelcome to the NXTLVL Experience Design podcast.EPISODE 78 … and my conversation with Claire Coder the Founder and CEO of Aunt Flow. On the podcast our dynamic dialogues based on our acronym DATA - design, architecture, technology, and the arts crosses over disciplines but maintains a common thread of people who are passionate about the world we live in and human's influence on it, the ways we craft the built environment to maximize human experience, increasing our understanding of human behavior and searching for the New Possible.    The NXTLVL Experience Design podcast is presented by VMSD Magazine part of the Smartwork Media family of brands.VMSD brings us, in the brand experience world, the International Retail Design Conference. The IRDC is one of the best retail design conferences that there is bringing together the world of retailers, brands and experience place makers every year for two days of engaging conversations and pushing the discourse forward on what makes retailing relevant. You will find the archive of the NXTLVL Experience Design podcast on VMSD.com.Thanks also goes to Shop Association the only global retail trade association dedicated to elevating the in-store experience. SHOP Association represents companies and affiliates from 25 countries and brings value to their members through research, networking, education, events and awards. Check then out on SHOPAssociation.orgWhen Claire Coder was 18 years old she was at an event and she used a public restroom. While there, she discovered that she had unexpectedly started her period. And… she didn't have a quarter. Why she would have needed a quarter and what happened as a result of not having one is the subject of an exceptional entrepreneurial trajectory that has changed woman's public bathrooms around the country.We'll get to all of that in a moment but first though, a few thoughts…                 *                                  *                                  *What if you had an amazing idea that you knew was a no-brainer, an idea that provided something deeply necessary, but it seemed that everyone had overlooked it.What if you had a moment of insight from a personal experience that chartered out a clear path for providing a product and service that seemed to satisfy the deeply under met needs of more than 50% of the population?And what if when you took this moment of clear mental insight to a group of venture capitalists explaining that this was not just an idea that would not only satisfy a certain customer need but that could be an extraordinarily profitable business operation but when you asked for their involvement, they simply said… “NO”.And what if you heard “NO” 86 times when trying to get people interested in supporting your idea. Would you give up? Would you have already given up after the 1st or 10th or 50th “NO”? And what if you happened to be an 18-year-old young woman with this vision and enthusiasm and the subject of your VC pitches dealt with menstruation and woman's public bathrooms... How far do you think that would have gotten you?I could focus in on this intro by talking about the thing that we don't talk about, at least as a guy I can't imagine me and my guy friends would have ever talked about…as a teen, young man or frankly even today.Which is to say… women and monthly periods. I could focus in on this somewhat taboo subject of a naturally occurring bodily function that we somehow sweep under the social discourse carpet, despite that more than 50% of the population has one every single month. Or I could talk about the strange discomfort that comes up because somehow, we've made this discussion something to be ashamed about or talked only about between mothers and grandmothers and their daughters. The strange irony here is that the other 49.53% of the North American population will end up living with, perhaps marrying and having children with the 50+ percent of the population who has their period every single month and yet, we'd prefer not to talk about it…But, if I did focus on those subjects, which by the way are not unimportant to talk about, it would potential we derail another story about a passion for entrepreneurship and the overwhelming need to address the needs of a population who are wholly unserved.It takes a lot of guts to be an entrepreneur. Being an entrepreneur is not easy. In fact, there are a lot of people who would say you'd simply have a few screws loose to actually want to be an entrepreneur.It's highly risky and you carry an extraordinary amount of responsibility. Everything from fundraising and decision-making, planning operations, accepting both successes and failures.When the entire enterprise is your baby, and relies on you as the key driver of the big idea, it can be incredibly emotionally taxing. The working hours can be extraordinary too. If we think that an average work week is neatly packed into 40 hours, an entrepreneur may end up spending twice or maybe even three times that amount in trying to get their business off the ground...and there's constant pressure to keep on pushing forward. One success does not necessarily guarantee the next and so there's this cycle of continuing to push and to make forward strides create product extensions and to expand the brand footprint that is unrelenting. This is especially true if folks have lent you money to get your big idea off the ground.There's also a great degree of isolation that can emerge on the entrepreneurial path. You, and often you alone, are focused on birthing your brainchild, developing it and bringing it to market. This ‘child rearing', if you will, often happens in times of extraordinary uncertainty and ambiguity. In the current state of the world we live in today, ambiguity is the name of the game. What with the pace of change exponentially increasing, government shifting the rules of the game with tariffs and regulations, funding cuts and banning more that 250 words that according to PEN AMERICA are no longer considered acceptable including:advocacy, abortion, all-inclusive, biologically female, community equity, DEI, female, inclusive, sex, sexuality, vulnerable populations, and woman or women, just to name a few. So if your big idea is squarely focused on women, menstruation and period products, I would imagine it's tricky.So, this means that you have to be built for understanding the pace of change the ability to flex and move and be resilient when things don't happen to go your way. Like for example if you are launching a new product line and a COVID pandemic hits that effectively shuts your business down.You could stop and pack up shop and be done or you could be resilient and change direction asking ‘what do people need right now?, and turn what you thought was going to be a business into a completely different thing that was not at all what you had planned in the 1st place.As an entrepreneur, you also have to wear many hats. You are at the same time the company owner, marketing and sales rep. You're dealing with HR issues, product design and materials sourcing and assortment planning.You're often doing customer service and trying to keep them satisfied while dealing with shipments that go missing or supply chains that get disrupted, because of say tariffs, for example, when your products were coming from out of the country and all of a sudden now they are more expensive than you had anticipated.And you have to be good, I mean really good, at dealing with rejection and failure.Most entrepreneurs face repeated setbacks, investor rejections, failed launches or people who just don't get what you're trying to deliver - or straight out don't like what you're trying to deliver - and reject your product and actively work against you to shut you down.Resilience and a sense of purpose when faced with strong headwinds is an absolutely essential feature of being an entrepreneur.You want to become an entrepreneur? Then you had better show up at the game with a load of mad skills so that you can weather the multiple impending storms.Now… don't get me wrong, it's not all doom and gloom. It's not all uphill struggles like Sisyphus pushing a rock up a hill only to have it roll back down again.Entrepreneurship can be incredibly rewarding. It can bring something that you are passionate about into the world. Maybe it's something that had never existed before. Maybe it satisfies the need that is self-evident but others just haven't seen it yet. But to play in the arena of entrepreneurship you need to be able to recover from failures and keep moving forward regardless of whatever the setbacks were.Because they are inevitable.No one skates happily through entrepreneurship and starting a company without stuff just going off the rails from time to time. And that requires an amazing amount of intrinsic motivation and drive. You've got to be able to get up every morning and go get it. And you've got to be able to get up and do it without anyone behind you saying ‘go team go” pushing you to do it every single day.You might need an accountability buddy. That would be good.  But in the absence of that person or group, you need to be able to be incredibly disciplined and willing to get back in the ring every day.You also have to have a certain level of risk tolerance. In fact, I would say you probably have to have a very high level of risk tolerance. No one in the entrepreneurial world makes it by being a wallflower; by being risk adverse and not wanting to step out into traffic and navigate all of the oncoming traffic.And while dancing your way through the crosswalk in oncoming traffic, you have to be pretty flexible and be willing to pivot in an oftentimes volatile environment. You also have to believe in your vision and have a well-crafted strategy to get you to the top of the mountain.Successful entrepreneurs can generally see a much bigger picture than other people. They see opportunities where others simply see closed doors and that often means when hearing “no” you don't implode like the Wicked Witch of the West when water was thrown on her, but you ask questions. Not just questions about ‘why?' but also ‘why not?'.You have to be conspicuously curious and have a compulsion to keep on asking questions, never being satisfied with the status quo.Your interpersonal skills also have to be incredibly well honed. You have to be good at networking, slapping backs, shaking hands and making people feel like they're the only people in the room who matter to you. You've got to be good at networking and pitching and you have to be an incredibly good leader which suggests that you have to be an effective communicator and be emotionally tapped in. Your EQ, as well as your IQ, has to be highly tuned.You have to carry a certain level of confidence without being arrogant.You have to believe in your ideas while staying open to feedback; weeding out what is good commentary and bad commentary.…what allows you to maintain a connection to your brand story and the products or services you believe need to be brought to market while at the same time always finding a balance between taking in what people say as constructive criticism and dismissing other commentary that doesn't seem to fit or takes you off track and away from your vision.And all of this brings us to the story of Claire Coder who at 18 years old goes into a public bathroom at an event and discovers she started her period.In an effort to have period products that met her in her moment of need, she goes to a dispenser on the wall and discovers that in order to get a tampon or pad she has to have quarter and who really carries quarters around in their pocket anymore?  At that moment Claire is faced with accepting the only option available which is to go to the free roll of toilet paper on the bathroom stall and create a makeshift tampon.At that moment Claire decides that if toilet paper and paper towel are offered at no cost in public bathrooms why should tampons and pads cost $0.25.? and why is it that the box on the wall, that has likely been there for decades and that may likely not work in any case, an acceptable solution?Claire Coder was selected as one of Forbes 30under30 and is the 28-year-old founder and CEO of Aunt Flow. On a mission to make the world better for people with periods, Aunt Flow stocks public bathrooms with freely accessible tampons and pads. Through Claire's leadership, Aunt Flow launched patented tampon & pad dispensers in 60k+ bathrooms, 150 universities, 600 schools, 28 Fortune 500 company's offices and raised $17m+ in venture capital.After getting her period in public without the supplies she needed, at 18 years old, Claire dedicated her life to developing a solution to ensure businesses and schools can sustainably provide quality period products for free in public bathrooms.Since 2016, Aunt Flow has worked with thousands of businesses and schools, including organizations like Google, Princeton University, Netflix, and 30+ professional sports stadiums, to offer freely accessible period product dispensers, filled with organic cotton tampons and pads. Aunt Flow has donated over 7 million organic cotton tampons and pads to menstruators in need since 2021. Claire's ultimate goal in life is for any menstruator to walk into any bathroom and never need to worry if they start their period, because Aunt Flow period products are freely available! Claire Coder was the opening keynote presenter at SHOP Marketplace 2025 and I caught up with her after her presentation to have a chat…ABOUT DAVID KEPRON:LinkedIn Profile: linkedin.com/in/david-kepron-9a1582bWebsites:  https://www.davidkepron.com    (personal website)vmsd.com/taxonomy/term/8645  (Blog)Email: david.kepron@NXTLVLexperiencedesign.comPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University.He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon. David also writes a popular blog called “Brain Food” which is published monthly on vmsd.com.  The next level experience design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

Discovery commerce is turning the traditional shopping experience on its head. Instead of searching for specific products, consumers are now discovering them through smart algorithms, short-form videos, and live content tailored to their interests. JP Stoops, Head of TikTok Shop's App Store, joins Zendesk Insights to explain how community, creator content, and AI are reshaping the path to purchase.Key Takeaways:(00:00) The importance of ecommerce brands embracing technology and community to drive growth.(02:11) Discovery commerce is transforming how people find and buy products.(05:03) The role of TikTok Shop in the larger TikTok (08:20) Authenticity performs well on TikTok(09:35) Role of creator collaborations in creating authentic content(11:01) The importance of building trust with users (13:43) Unpacking the live shopping trend and its origins(16:56) Best practices for getting started with live shopping(19:37) Live shopping provides real-time product feedback(20:51) Important apps and integrations for any TikTok seller(22:55) 4 things JP is excited about for the future(24:01) Importance of generative AI as a tool for creatorsFollow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements.Sign up for a free trial at zendesk.com/ai.#ZendeskAI #CX #CustomerService #CustomerExperience

Martin Hill-Wilson is the founder of Brainfood Training and Brainfood Consulting. He is based in Milton Keynes, close to London, UK. Martin has a long history as a leader inside the CX and BPO industry. For the past 15 years he has focused on strategy consulting and advising on CX leadership and culture. Brainfood Training is a more recent focus on helping non-technical teams to understand the implications of and opportunities for the use of AI - particulary for CX teams. Brainfood Training is focused on helping people understand what AI can really do - not just repeating the hype from the media. In this conversation with Mark Hillary, Martin talks about his experience talking about and training CX teams on how AI can be used and where it is already possible to find real use cases - how is AI really being used to improve CX? https://www.linkedin.com/in/customermanagement/ https://brainfoodtraining.com/

Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expertise to the discussion. He pioneered the field with his groundbreaking 1994 article "Engineering Customer Experiences," which may have originated the term "customer experience."   Lou is also the author of the book Clued in, How to Keep Customers Coming Back Again and Again and has worked with major companies like Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, and Taco Bell. He has lectured and taught at leading institutions like Harvard Business School and Cornell School of Business and is currently a Professor of Practice at Michigan State University in the Customer Experience Management Program.   Why listen?   Lou believes the profession is at a crossroads and will challenge conventional thinking about CX, exploring the current state of the profession and offering insights into moving beyond traditional approaches to create truly distinctive value.   He will discuss how organizations can shift their focus from how customers feel about the brand to how they cause them to feel about themselves after interacting with the brand, highlighting the critical role of emotional imprinting in designing memorable experiences that drive value. Tune in as we explore: •What does it mean when we say "customers cannot not have an experience," and how does this fundamental truth shape the approach to experience management? •How can organizations move beyond fixing problems ("fixing broken") to design experiences that leverage emotional imprinting and lead to "distinctive economic value"? •In a world where the definition of CX is fragmented, how can understanding "next practices" rooted in emotion, psychology, and neuroscience help prove the ROI and Return on Strategy of experience management initiatives? -------------------------------------------------------------------------------- If you enjoyed this episode, please subscribe, rate, and review the Delighted Customers podcast on your favorite platform! Your support helps us bring you more insightful conversations with leaders shaping the future of customer experience.   Apple Podcasts (US): https://podcasts.apple.com/us/podcast/the-delighted-customers-podcast-with-mark-slatin/id1635863804 Spotify: Search "The Delighted Customers Podcast with Mark Slatin" in the Spotify app or website Amazon Music: https://music.amazon.com/podcasts/928496db-78cc-4f1e-ba61-d62a1fa1af06/the-delighted-customers-podcast-with-mark-slatin radio.net: https://www.radio.net/podcast/delighted-customers-podcast Official Website & Other Platforms: https://www.empoweredcx.com/podcast

The consumer is no longer navigating the map—they are the map.Welcome to the era of the Blue Dot Consumer: always centered, always scrolling, and always expecting the world to orbit around them. What does that mean for your brand? Everything. From the rise of instant gratification to the evolution of seven—yes, seven—active generations, the customer experience game has changed forever. Today's guest is Ken Hughes, also known as The King of CX—is a consumer behavioralist, futurist, and one of the world's leading authorities on customer experience. He's here to break down how digital evolution, generational shifts, and consumer expectations are reshaping the rules of engagement for brands of all sizes. About Ken HughesKen Hughes is one of the World's Leading CX Strategists and Consumer Behavioralists in Customer Experience, Marketing, Branding, Innovation and AI. Known internationally as The King of Customer Experience.Author of the marketing blog ‘The Blue Dot Consumer', with tens of thousands of readers exploring his content on consumer values, marketing, branding and customer experience every month.His research and work is utilized by global brands, industry associations and universities across all six continents. His client list is a who's who of global brands, from Google, Starbucks, the NFL, and TikTok, to Walmart, Coca-Cola, IKEA and PayPal) to understand the changing nature of the brand connection across the consumer generations, and prepare for the future.He describes himself as a social science Frankenstein – his interests are part sociology, part anthropology, part consumer psychology and part cyber behaviouralism.Previously CEO of an insight agency, a TED speaker, a university lecturer and actor RESOURCES King of CX: https://www.kenhughes.info/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Online Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrand Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Customer experience strategy isn't just a buzzword — it's the secret to growing a loyal customer base, reducing service costs, and optimizing your business operations. In this episode, we sit down with Ryan Rael, founder of Tight Ship CX and a certified customer experience professional, to unpack what it takes to transform the way businesses engage with their customers.Whether you're a small business owner, SaaS leader, or CX manager, this conversation is packed with practical answers to the biggest questions brands face today. From redefining the difference between customer experience vs. customer service, to pinpointing operational breakdowns that hurt the customer journey, Ryan helps you identify blind spots and move toward proactive, customer-centered strategies.With real-world examples from airlines, retail, and tech companies, Ryan shows how AI in customer experience and smart process improvements can boost customer retention, eliminate inefficiencies, and help you build raving fans — not just satisfied customers.This episode provides insight and wisdom for business leaders asking:Why are my leads not converting?How do I reduce the cost-to-serve?What does it really mean to deliver a great customer experience?How can I use customer feedback to improve our offering?If you're searching for the missing link in your growth or wondering how to turn customers into lifelong advocates, this podcast has the answers.⏰ Timestamps:0:00 - Intro0:34 - Who is Ryan Rael and what is Tight Ship CX?2:15 - What is customer experience strategy (vs. customer service)?4:08 - Common mistakes in small business CX6:01 - Process inefficiencies that hurt the customer8:42 - Real SaaS case study: improving conversion11:22 - Airlines & understanding your customer base13:40 - How to go deeper with customer needs15:32 - Tools and AI in customer experience17:44 - Final thoughts + how to connect with RyanTo check out the YouTube (video podcast), visit: https://www.youtube.com/@drchrisloomdphdDisclaimer: Not advice. Educational purposes only. Not an endorsement for or against. Results not vetted. Views of the guests do not represent those of the host or show. Click here to join PodMatch (the "AirBNB" of Podcasting): https://www.joinpodmatch.com/drchrisloomdphdWe couldn't do it without the support of our listeners. To help support the show:CashApp- https://cash.app/$drchrisloomdphdVenmo- https://account.venmo.com/u/Chris-Loo-4Spotify- https://podcasters.spotify.com/pod/show/christopher-loo/supportBuy Me a Coffee- https://www.buymeacoffee.com/chrisJxClick here to schedule a 1-on-1 private coaching call: https://www.drchrisloomdphd.com/book-onlineClick here to check out our bookstore, e-courses, and workshops: https://www.drchrisloomdphd.com/shopClick here to purchase my books on Amazon: https://amzn.to/2PaQn4pFor audiobooks, visit: https://www.audible.com/author/Christopher-H-Loo-MD-PhD/B07WFKBG1FFollow our YouTube channel: https://www.youtube.com/chL1357Follow us on Twitter: https://www.twitter.com/drchrisloomdphdFollow us on Instagram: https://www.instagram.com/thereal_drchrislooFollow us on Threads: https://www.threads.net/@thereal_drchrislooFollow us on TikTok: https://www.tiktok.com/@drchrisloomddphdFollow our Blog: https://www.drchrisloomdphd.com/blogFollow the podcast on Spotify: https://open.spotify.com/show/3NkM6US7cjsiAYTBjWGdx6?si=1da9d0a17be14d18Subscribe to our Substack newsletter: https://substack.com/@drchrisloomdphd1Subscribe to our Medium newsletter: https://medium.com/@drchrisloomdphdSubscribe to our LinkedIn newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=6992935013231071233Subscribe to our email list: https://financial-freedom-podcast-with-dr-loo.kit.com/Thank you to all of our sponsors and advertisers that help support the show!Financial Freedom for Physicians, Copyright 2025

What happens when a marketing leader decides to halt 90% of content output? For Ben Taylor, Director of Revenue Marketing and Customer Journeys at Cisco, it wasn't a gamble—it was a strategy. In this refreshingly candid episode, Ben makes the case that content marketing is (and should be) dead and explains how empathy mapping, design thinking, and intentional "awkward silence" amongst his marketing & CX teams have become his new north star. We dive into how Ben transformed Cisco's approach to customer experience by prioritizing deep understanding over high-volume output — and saw 5x pipeline growth as a result. From redefining how marketing supports sales to slowing down in order to speed up, this episode challenges everything you thought you knew about B2B engagement. If you're tired of creating content for content's sake, this one's your permission slip to stop, rethink, and rebuild. Key Moments: 00:00 How Cisco's Ben Taylor Is Redefining Customer Experience03:17 Why Marketing Is Core to the Entire Customer Journey07:23 Content Marketing Is Dead: Here's What Works Instead13:25 How Design Thinking Transformed Cisco's Marketing29:36 Can AI Be Empathetic? The Real Challenge in CX Automation36:23 Using Empathy Mapping to Build Better B2B Campaigns38:19 Agile Marketing: Faster Cycles, Smarter Strategy45:34 Hiring for Fit: Why Empathy Matters More Than Pedigree52:15 The Emotional Core of Customer Experience Strategy01:01:56 Breaking Silos: Aligning Marketing, Sales & Success –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

Send us a textIn this episode of Navigating the Customer Experience, we're joined by Eric Karofsky, an award-winning expert in customer experience (CX), user experience (UX), and employee engagement, and the founder of VectorHX, a human experience agency. Eric shares his professional journey—from decades in agency and consultancy work with major brands like Michelin and Royal Caribbean, to leading UX at the Broad Institute of MIT and Harvard, and now building his own company focused on creating seamless customer interactions across digital and physical touchpoints.Eric discusses how AI is rapidly reshaping the customer experience landscape, emphasizing that it's a powerful tool—not a solution on its own. He shares both the promise and the current limitations of AI, particularly in customer support scenarios, likening poorly designed chatbots to frustrating call center loops from the 1980s.A major theme in the episode is understanding customer behavior through cultural, situational, and demographic lenses. Eric cautions against forcing users into preferred communication channels and instead advises companies to map the ideal journey for different personas and optimize each channel for a frictionless experience.He offers a powerful case study from the pharmaceutical industry, where AI is being used to transform labor-intensive literature reviews—cutting timelines from six months to potentially two weeks. This not only boosts business efficiency but also accelerates drug development, delivering life-saving treatments to patients faster.Eric also touches on:AI leadership and how it should drive business strategy by identifying areas for efficiency and innovation.Tools he can't live without, like Claude AI and Notion, which he uses to manage his business and ideas.His excitement about no-code tools like Bolt.new and Lovable, which allow rapid prototyping of full-stack apps without technical skills.The enduring value of classic books like Getting to Yes and The Design of Everyday Things, which shaped his thinking around negotiation and customer-centric design.The importance of motivation and resilience, fueled by the exciting pace of innovation and meaningful human connections with clients and team members.He closes with a favorite quote by Benjamin Franklin:"Tell me and I forget. Teach me and I remember. Involve me and I learn." A reminder of the value of active learning and mentorship in building strong, collaborative teams.You'll leave this episode with fresh insights on CX, AI strategy, and how to build human-centered experiences in a rapidly evolving digital world.

What happens when AI becomes part of everyone's job, from the research lab to daily workflows? In this episode of The Modern Customer Podcast, I speak with Brice Challamel, VP of AI Products & Innovation at Moderna, about how AI is transforming the way science, work, and care come together. We explore: ✅ How AI accelerates mRNA drug development ✅ How it boosts workplace creativity and smarter decision-making ✅ How it empowers caregivers to act with confidence ✅ What leaders must do to guide responsible adoption at scale Moderna's approach shows what it really looks like to put AI into practice across science, the workplace, and human experience.

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In this episode of The CX Tipping Point Podcast, we spoke with Marcy Jacobs, the first Chief Digital Experience Officer for the State of Maryland. Marcy goes into the significance of user-centered design and the holistic approach needed to improve digital experiences, particularly in government and consulting sectors. She discusses her journey in digital government, from starting out as a graphic and web designer to leading digital transformation efforts at USDS and the Department of Veterans Affairs. Marcy explores challenges, solutions, and strategies for integrating digital services, enhancing user research, and leveraging AI for better customer experiences.Key Takeaways:Insights on prioritizing user needs over technology and shifting from an inside-out to an outside-in approach.Importance of understanding the full user journey.How project management and product leadership require technical depth, leadership buy-in, and measurable outcomes to avoid reinforcing ineffective processes.Breaking down silos between digital services and CX teams to ensure data-driven, actionable solutions rather than just measurement.The role of user research in improving services and the potential of AI when applied strategically. Join us as we uncover how digital services can transform government experiences and why a human-first approach is critical to success!Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

Episode Summary: Everyone's talking about AI like it's some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!” Spoiler alert: it doesn't work like that. In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, practical, and slightly irreverent discussion about what it really takes to implement AI in your customer experience. Diabolocom Website: https://www.diabolocom.com/  LinkedIn: https://www.linkedin.com/company/diabolocom/ Frederic Durand LinkedIn: https://www.linkedin.com/in/fpdurand/  Collin D. Ehret  LinkedIn: https://www.linkedin.com/in/collinehret/    This is a must-listen if you're wondering: Why most AI deployments stall before takeoff How to avoid drowning in customer data Why your silos are killing your CX And how AI can actually make your human interactions better You'll hear real-world examples, hard-earned insights, and maybe even a laugh or two (two Colins on one podcast—what could go wrong?).

In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.A Short Description of the GuestStacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work, including speaking engagements, workshops, and her podcast.Contact Details:Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/ Stacy's webpage: https://doingcxright.com/ Stacy's podcast: https://doingcxright.com/podcasts/3 Key LearningsHuman Connection is Key: Beyond processes and technology, the essence of CX and leadership lies in genuine human connection and understanding.Leadership is a Practice of Empathy: Effective leadership is characterized by empathy, active engagement, and the ability to unify and motivate.The Importance of Reflection: Taking time to pause and reflect can significantly enhance decision-making and interpersonal relationships.Follow and Subscribe for More Insights:Don't miss out on valuable conversations like this! Subscribe to the CX Goalkeeper Podcast on your favorite platform and follow us for the latest episodes on transformation, leadership, and customer experience.Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify Your feedback is invaluable to us. Please subscribe, follow, and leave us your thoughts or reviews. Your insights help us keep the conversation going and deliver content that resonates with you.

HighlightsGoogle Cloud's AI Revolution and Customer Success (00:10)Renner talks about how, for Google Cloud, delivering great outcomes for customers must come before achieving returns. Efforts are underway to push brainpower and expertise directly to customers, while simplifying the sales process by infusing more industry-specific knowledge. Customers are focused on realizing tangible business outcomes with AI.Google Cloud's Ecosystem and Partner Ecosystem (02:02)Google Cloud is the fastest-growing company in the Cloud Wars, achieving $12 billion in revenue last quarter. A sharp focus on business outcomes, paired with a robust ecosystem of expertise, is credited for this success. Renner discusses Google Cloud's partner ecosystem development under Kevin Ichhpurani, president, global partner ecosystem. Growth across the partner ecosystem, including SIs, ISVs, and boutique functional experts, remains a key driver of momentum.Customer Success and Innovation at Google Cloud Next (03:46)Innovation and customer success were on full display at Google Cloud Next in Las Vegas, with major product launches and enthusiastic customer testimonials. Marking his two-year anniversary, Renner reflects on how AI has accelerated customer success' evolution. The volume of customer stories and advocacy is proof of exceptionally high engagement. Many customers have already moved beyond experimentation into full production.Customer Mindset and Business Outcomes (06:09)Today's customers are reimagining what's possible through AI, marking a profound shift in mindset. Renner talks about the eagerness and commitment of Google's engineering and consulting teams to work side-by-side with customers. As customers become more sophisticated, they are increasingly focused on identifying business impact and making strategic investments. A collaborative and creative problem-solving approach is central to how Google Cloud delivers value.Budget Shifts and Business Engagement (07:37)AI adoption is driving a major shift in spending away from traditional IT control toward broader enterprise engagement. Renner notes that while business engagement has always been important, AI has accelerated the breakdown of old barriers across industries. Teams are approaching go-to-market strategies more mindfully. Verticalization and deep industry focus have become essential in driving business outcomes.Ecosystem Growth and Customer Demand (11:17)Google Cloud's ecosystem continues to expand, with ISVs and SIs playing an increasingly critical role. Renner points to partnerships with Salesforce, ServiceNow, and others as key to expanding Google Cloud's reach, building credibility, and scaling to meet growing customer demand. The expansion of regional SIs is equally important, ensuring global customer needs are met effectively.Google Cloud's Growth and Market Position (13:23)Renner attributes Google Cloud's leadership as the fastest-growing company in the Cloud Wars to its focus on customer business outcomes. This strategy has fueled new customer acquisition, a growing sales backlog, and sustained high demand. AI is transforming how Google Cloud engages with customers, driving growth across every product line and deepening its market position.Leadership and Team Enabling (15:35)Under the leadership of CEO Thomas Kurian, Google Cloud has made extraordinary strides in customer success and growth. Renner praises Kurian's passion, energy, and clarity of vision. A major focus remains on providing field teams with the right assets, tools, and alignment to be successful. The addition of new talent to oversee the customer experience journey, reflects Google Cloud's commitment to strengthening its leadership bench.Final Thoughts and Future Plans (18:32)Renner shares his appreciation for the opportunity to reflect on Google Cloud's strategic focus and achievements. The interview closes with a reaffirmation of the AI revolution's significance and Google Cloud's central role in shaping the future of business innovation. The outlook is positive.Google Cloud's central role in shaping the future of business innovation. The outlook is positive. This episode is sponsored by Google Cloud.---The content displayed on the platform is the intellectual property of Acceleration Economy. You may reuse, republish, or reprint such content with attribution: Content by cloudwars.comAll information posted is informational purposes. Should you decide to act upon any information on this website, you do so at your own risk. While the information on this platform has been verified to the best of our abilities, we cannot guarantee that there are no mistakes or errors.We reserve the right to change this policy at any given time.  

Gen Z is no longer just influencing consumer brands—they're changing the B2B landscape from the inside. In this episode, we explore how young professionals are transforming wholesale distribution with a radically different set of expectations rooted in digital fluency, real-time access, and personalization.Drawing from The Future of Commerce article, The Gen Z effect on wholesale distribution: 3 ways young customers are changing the industry, we break down the three major shifts that Gen Z buyers are driving:Demand for true personalizationSeamless, integrated omnichannel experiencesRobust, self-service capabilitiesThese aren't passing preferences—they're structural changes to how B2B business must be done in the years ahead. Learn how top distributors are responding with smarter tech stacks, AI-powered insights, and CX strategies that meet this generation where they are—online, mobile, and in control.What You'll Learn in This Episode:

Customer expectations have skyrocketed—people now demand instant, personalized, and seamless interactions across every touchpoint. But are companies truly meeting these expectations, or are they still stuck in reactive customer service models? What if AI could completely transform the customer experience into something proactive, predictive, and even empathetic? Joining me today is Vinod Muthukrishnan, VP & COO of Webex Customer Experience at Cisco. Vinod is a leader in the future of customer experience (CX), helping organizations use AI to anticipate customer needs, deliver seamless automation, and create personalized interactions at scale. Vinod Muthukrishnan is the VP & COO for the Webex Customer Experience Business Unit, overseeing Go To Market, Customer, and Business Operations. In this role he collaborates with Cisco field teams, partners, and customers to deliver innovative solutions. His passion lies in creating products that solve real customer pain points and providing a seamless customer experience. He also values building strong communities, teams, culture, and operating rhythms.Previously, Vinod spent three years in Enterprise AI at Uniphore, a Cisco Investments Portfolio Company, where he developed a product enabling Citizen Developers to create AI and automation solutions. He managed Uniphore's customer functions, including Delivery, Technical Support, Customer Success, and AI consulting, helping enterprises align their business goals with AI roadmaps.Vinod was also VP & COO at the Webex Contact Center Business Unit during a period of significant growth and innovation. During his tenure at the BU, the IMI CPaaS business was acquired, and Webex Contact Center was launched. These two initiatives now serve as the foundations of the Webex Customer Experience Business Unit. Vinod oversaw all GTM functions.He joined Cisco when his startup, CloudCherry, was acquired in 2019. As Co-Founder and CEO of CloudCherry, he and his team developed a Customer Experience Platform that became Webex Experience Management. They also built the foundations of the Customer Journey Data Service, essential to the Webex Portfolio today.Coming from a military family, Vinod began his career in the Merchant Marine at 18, becoming a certified First Officer with Maersk Line and sailing to over 60 countries. He later joined the founding team at MarketSimplified, which introduced mobile trading to major brokerages like TD Ameritrade and OptionsExpress. RESOURCESCisco: https://www.cisco.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Download Gary's 13 Keys to Creating a Multi-Million Dollar Business from https://www.DitchDiggerCEO.com/Jose Herrera (https://www.linkedin.com/in/joseherrerap/) is the CEO and Co-Founder of Horatio. Horatio is the trusted partner for some of the fastest-growing startups and enterprises in the world. Their on-brand customer support teams help them leverage CX as a revenue generator through personalized customer experience support. As seen on INC, Forbes, and Bloomberg, as well as the 2022 Customer Contact Week Next Generation Leaders Award recipient. Horatio is headquartered in New York City, with main offshore offices in Santo Domingo and Santiago, Dominican Republic.In this episode, Gary and Jose discuss:1. Do What You Do Best, Outsource the Rest2. Helping Founders Scale with Documentation & Process3. Why a Culture of Giving Builds Teams That Go Beyond the Paycheck4. Profitability Is Not a Dirty Word: Rethinking Startup GrowthLinkedIn: https://www.linkedin.com/in/joseherrerap/ Instagram: https://www.instagram.com/jose.horatio/ X (Twitter): https://x.com/hire_horatio   Website: https://www.hirehoratio.com/ Connect with Gary Rabine and DDCEO on: Website: https://www.DitchDiggerCEO.com/ Instagram: https://www.instagram.com/DitchDiggerCEOTikTok: https://www.tiktok.com/@ditchdiggerceopodcast Facebook: https://www.facebook.com/DitchDiggerCEOTwitter: https://twitter.com/DitchDiggerCEO YouTube: https://www.youtube.com/@ditchdiggerceo