Podcasts about CX

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

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

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

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

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

In this Conversations for Research Rockstars episode, host Kathryn Korostoff tackles one of the trickiest challenges in survey design—choosing the best possible answer options for the questions we've so carefully crafted. Using clear, real-world examples, she offers practical guidance on: When to use unipolar vs. bipolar scales How to choose between odd- and even-point scales—and explain your choice to stakeholders  When to consider less common options like rank order or constant sum Whether we're designing a questionnaire for market research, CX research, or UX research, this episode delivers best practices that experienced survey researchers rely on to ensure every question is supported by the optimal answer options. #MarketResearch #QuantitativeResearch #CustomerInsights #ConsumerBehavior Conversations for Research Rockstars is produced by Research Rockstar Training & Staffing. Our 25+ Market Research eLearning classes are offered on demand and include options to earn Insights Association Certificates. Our Rent-a-Researcher staffing service places qualified, fully vetted market research experts, covering temporary needs due to project and resource fluctuations. We believe it: Inside every market researcher is a Research Rockstar!  http://www.researchrockstar.com/ Facebook LinkedIn 877-Rocks10 ext 703 for Support, 701 for Sales Info@ResearchRockstar.com

Gartner's Magic Quadrant for Conversational AI platforms is back in 2025! This is a must-watch for CX leaders seeking to make informed decisions about their AI tech stack. Here, we provide deep technology market analysis for artificial intelligence in customer experience. Whether you're looking to build AI chatbots, AI agents, Retrieval Augmented Generation applications, these conversational AI platforms are the best of breed.Show notesKane Simms on LinkedInDiscover VUX ConsultingTake the updated AI Maturity AssessmentSubscribe to VUX WorldSubscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

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

This week, I went live at Subs Summit with my girl Ren Fuller-Wasserman, Senior Director of CX at Tushy, the brand that made bidets cool (and fun to talk about).We cover startup grit, customer obsession, and why CX is never just about support tickets. Ren gets real about:Her unlikely path into CX, starting in a call center and turning it into a career superpowerWhat it was like building Tushy's CX team from scratch (and the wild stories that came with it)Why humor, empathy, and product knowledge are the not-so-secret sauce of customer retentionSubscription loyalty, cross-sell opportunities, and how to keep customers engaged after the first purchaseThe balance between automation, AI, and the very human work of talking about… well, poop

In this episode of Beyond Measure, Eric Scheer and Mike Deinlein explore one of the toughest challenges facing modern businesses: aligning marketing and customer experience (CX). While marketing sets the promise, CX delivers on it, but too often these teams operate in silos, leading to brand misalignment, customer disappointment, and lost growth opportunities. Reprising their Quirk's NYC presentation and building off of their Quirk's magazine article, Eric and Mike discuss why these disconnects happen, how data silos create a “multiverse” of competing realities, and why organizations need better tools to bring marketing and CX closer together. They highlight how democratizing data and creating a unified source of truth can help teams collaborate more effectively and avoid costly missteps. The conversation also dives into real-world case studies, including Southwest Airlines and Marriott Hotels, to illustrate how companies can use data-driven frameworks to assess brand strength, close gaps between marketing promises and CX delivery, and allocate resources more strategically. If you want to break down silos, improve customer retention, and ensure your brand delivers what it promises, this episode offers actionable ideas you can take back to your organization. For more information on how Burke can help move your business forward, visit our website. Thanks for listening! Please subscribe to be notified of future episodes of Burke's BeyondMeasure podcast.

David Powers is the VP of CX at Rooter Hero. He is based in Los Angeles, CA. David is also a published author and the host of the CX Riot Radio podcast.  This conversation between Mark Hillary and David came about because of a recent CX Riot Radio epsisode titled 'The Three-Faced AI God' where David talked about his experience of using AI in the contact center. David's experience shows that AI has genuine value, but there is a big difference between the genuine application of AI to improve CX and what is promised by many commentators and "AI gurus." David is both a CX leader and manager, in addition to his role commenting on the industry, therefore his direct experience with AI in the contact center provides a helpful comment on what is working, what is not, and what CX leaders can do to get the most from their AI strategy. https://linktr.ee/caffcx https://rooterhero.com/ https://www.linkedin.com/in/davidjpowers2/ SUMMARY Mark Hillary and Peter Ryan discuss the pragmatic views of David Powers, VP of CX at Rooter Hero, on AI in customer experience (CX). Powers critiques the over-reliance on AI, which often frustrates customers and agents, and emphasizes practical AI use cases like agent assist tools and automated summaries. He highlights the importance of transparency and maintaining human interaction in CX. Despite AI's potential, many projects fail to generate ROI, with research suggesting that 95% are not creating value. Powers advocates for a balanced approach, using AI to enhance agent performance rather than replacing human agents, and stresses the need for common sense in AI implementation.

Sabe aquela cena clássica de comemorar o aniversário no Outback, com direito a parabéns cantado e sobremesa na mesa? Ou a emoção de embarcar em uma viagem com a GOL para se conectar com quem você ama? Por trás desses momentos, existe muita estratégia, tecnologia e cuidado com cada detalhe. No episódio especial do Podcast Canaltech, feito em parceria com a Zendesk, conversamos com: Mauro Ciotto, Gerente de CX da Bold (holding que reúne marcas como Outback, Abbraccio e Aussie) e Luiz Borrego, CIO e líder de Inovação da GOL Linhas Aéreas. Eles contaram como suas empresas usam dados, IA e conexão humana para transformar clientes em verdadeiros fãs, seja no salão de um restaurante ou a bordo de um avião. Você também vai conferir: iPhone 17 chega ao Brasil por até R$ 18,5 mil, Microsoft decreta o fim do home office 100% remoto, proteja seu WhatsApp: dicas simples para evitar golpes e invasões, no espaço, até as células-tronco envelhecem mais rápido e BYD acelera e já ultrapassa a Honda no ranking de vendas no Brasil. Este podcast foi roteirizado e apresentado por Fernanda Santos e contou com reportagens de Wendel Martins, Marcelo Fischer, Viviane França, Nathan Vieira, Danielle Cassita sob coordenação de Anaísa Catucci. A trilha sonora é de Guilherme Zomer, a edição de Jully Cruz e a arte da capa é de Erick Teixeira.See omnystudio.com/listener for privacy information.

What happens when you step out of the workforce for 11 years to raise your kids and then try to step back in? For Raina Gandhi, it meant climbing back into high-pressure roles, bumping up against workplace politics (and yes, bullying), and eventually realizing she wanted something different.In this episode, Raina shares the very real story of her career flip from investment banking to higher ed leadership to being laid off, and how all of those experiences shaped the work she does today. Now, as the founder of Rising Tide Consulting, she helps women leaders and entrepreneurs break through what she calls the inner glass ceiling: those voices of self-doubt, perfectionism, and “I'm not enough” that keep so many of us stuck.We go deep into:✨ What it's really like to re-enter the workforce after years away raising kids✨ How workplace bullying and politics shaped (and challenged) her career path✨ Why women negotiate better for others than they do for themselves and how to flip that script✨ The surprising way your strengths and values can be an anchor when you're thinking about a career change✨ Practical steps if you're sitting at your desk right now, dreading another day in a job that doesn't fitThis conversation is raw, vulnerable, and packed with insights for anyone who's ever second-guessed themselves at work or wondered if it's too late to start over.Raina reminds us: the “hard stuff” you've gone through isn't wasted. It can become the most powerful part of your story and the fuel for whatever you build next.Connect with Raina:

Send us a textIn this episode of Navigating the Customer Experience, we welcome back Joseph Michelli, a certified customer experience professional, New York Times and Wall Street Journal #1 bestselling author, and internationally sought-after keynote speaker. Known for his books on iconic brands such as The Ritz-Carlton, Mercedes-Benz, Starbucks, Zappos, and Airbnb, Joseph brings decades of insight on how leaders and frontline teams can elevate human experiences.We dive into his latest book, All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement. Joseph highlights how One Medical—now part of Amazon—revolutionized healthcare delivery by combining AI and digital convenience with deeply personal human connections. He explains how technology can remove inefficiencies, like long waits and scheduling frustrations, while still keeping care human-centered. His insights underscore the importance of balancing automation with empathy—especially as industries increasingly adopt AI.On the topic of patient comfort with digital healthcare, Joseph notes the learning curve. While technology can enhance convenience, it must never replace the human connection where it matters most. He shares examples of how One Medical redesigned workflows so patients were seen promptly, providers spent less time on charts, and the overall experience felt more personal, not less. The takeaway: technology should enable more meaningful human interactions, not eliminate them.Looking ahead to 2026, Joseph outlines three key priorities for CX leaders:AI-readiness – Organizations must understand how AI is influencing customer interactions and ensure their brand is positioned effectively in AI-driven recommendations.Convenience and hyper-personalization – Customers expect seamless, tailored experiences; tone-deaf or generic messaging erodes loyalty.Human-empowered service – Well-trained, emotionally intelligent employees remain essential for delivering authentic, personalized experiences.Joseph also shares exciting news: the launch of a fully online Master's Degree in Customer Experience at Campbellsville University. This program equips professionals with academic and practical tools—from persona-based journey mapping to ecosystem design—to advance CX as a business-driving discipline.When discussing the core competencies for CX representatives, Joseph emphasizes emotional intelligence as the foundation. Empathy, self-awareness, managing emotions, and understanding what customers should feel in every interaction are crucial across all industries. Leaders, meanwhile, must also master influence, persistence, vision, and the ability to deliver measurable business outcomes.Joseph closes with a guiding philosophy he leans on during challenges: “Service serves us.” By focusing on creating value for others, we in turn are enriched. Yet he also reminds us that service must be balanced with self-respect—serving up to the point where we are valued, not devalued.This rich conversation covers Joseph's career journey, the evolving role of AI, the future of CX leadership, and the enduring importance of empathy in business. Don't miss this chance to learn from one of the leading voices in customer experience.Links Mentioned:All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement by Joseph A. MichelliCampbellsville University's Master of Science in Customer Experience programFree guide: The ABC's of a Fantastic Customer ExperienceConnect with us on X @navigatingcx and join our private Facebook community, Navigating the Customer Experience.

AI isn't just transforming marketing — it's reshaping the entire customer experience.In this special crossover episode, Experts of Experience features a conversation from our sister podcast Marketing Trends, hosted by Stephanie Postles.Stephanie sits down with Amber Armstrong, CMO of Salesforce Applications, to explore how AI and LLMs are changing discoverability, customer journeys, and the future of CX. Amber shares how her team is rethinking SEO for generative search, converting 40% of LLM traffic into leads, and rolling out AI agents at scale through Salesforce's Agentforce.If you want to understand how AI is reshaping customer expectations and how leading CMOs are adapting, this episode offers a practical playbook for the generative era. Key Moments: 00:00 How AI and LLMs Are Reshaping the Marketing Funnel03:54 Amber Armstrong's Journey from IBM Intern to CMO at Salesforce06:35 The Expanding Role of AI in Modern Marketing Teams08:52 Inside Salesforce's Guild System: How Amber Aligns Teams Across Four Clouds17:31 Real AI Use Cases from Amber Armstrong's Marketing Team at Salesforce26:40 Amber Armstrong's Playbook for Future-Proofing SEO in the Age of LLMs30:55 How Salesforce's Website Converts 40% of LLM Traffic into Leads35:58 Building AI Agents at Scale: Lessons from Salesforce's Agent Force Rollout37:53 The Ongoing Role of Third-Party Validation in Buyer Decision-Making39:49 Amber Armstrong on Adapting Marketing Metrics for an AI-First Future40:40 How Salesforce Aligns Content Strategy Across Business Units44:56 Amber Armstrong's Advice for Getting Teams Comfortable with AI Tools51:24 Salesforce's Next Big Moves: Account-Based Marketing and Cross-Cloud Growth   –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

“Press 1 is dead. If you haven't integrated AI into your core telephony stack, you're on the path to obsolescence.” — Andy Abramson, Founder & CEO, Comunicano In this conversation with Doug Green, Publisher of Technology Reseller News, Andy Abramson—32 years into leading Comunicano—explains why legacy, menu-tree IVRs are being displaced by SIP-native AI and real-time voice agents. The result: faster resolution, lower latency, and human-like interactions that finally match the urgency of today's callers. What's changing SIP ↔ AI interconnect: Direct SIP trunking into AI (e.g., OpenAI) turns agents into callable endpoints—simplifying deployment much like early CPaaS did. Network path matters: Zero-hop/HD direct connectivity (e.g., CarrierX/Found/freeconferencecall.com) and Cloudflare's global edge for WebRTC cut jitter, packet loss, and delay—feeding cleaner “robot food” to AI. Voice that sounds human: Advances in neural voices (e.g., ElevenLabs) raise comprehension and comfort, improving CX outcomes. Tool orchestration made simple: MCP/agent frameworks (e.g., Anthropic-style tool calling) connect CRM/ERP and data sources without brittle middleware. Who wins, who loses Winners: UCaaS/CPaaS and AI-forward CCaaS that treat AI agents as first-class endpoints; telcos bundling AI with SIP routing and data plans; high-volume enterprises offloading Tier-1 to real-time AI. At risk: IVR-only vendors, low-end CCaaS, and speech-to-text middleware that don't adopt AI—“adopt or die.” Why it matters for MSPs & channel partners The migration path is here now: swap tree-based IVR for NLP-driven, real-time voice agents, integrate with existing stacks via SIP, and monetize AI minutes + memories. Business impact: shorter handle times, higher first-contact resolution, lower OpEx, and fewer abandoned calls—especially for customers calling with urgent needs. This episode includes a slide presentation outlining the end of menu trees, the SIP-AI architecture, and four go-to-market “wins” for carriers, UC/CPaaS, CCaaS, and large enterprises. Learn more about Andy's work at comunicano.com (one “m”) and his commentary at AndyAbramson.com and on LinkedIn.

Nicole Kyle, Managing Director and Co-Founder of CMP Research joins Gadi Shamia, CEO and Co-Founder of Replicant, to bust five of the biggest myths holding customer service back, from automation anxiety to the illusion of human-only personalization. This episode is your cheat sheet for what's actually changing in the contact center, and what still needs to be done.In this episode:Why 50% automation by 2028 isn't a stretch, it's already happeningThe future of work in CX: fewer Tier 1 agents, more AI coaches and analystsWhy personalization doesn't require a human and often works better without oneWhy effort score is replacing CSAT and NPS at leading brandsWhat “good” looks like in an AI-augmented contact center

Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with CX legend John Goodman, for a fascinating conversation on the evolution of customer experience and the science behind customer loyalty.From the basement of Harvard Law to pioneering the use of 800 numbers and developing cutting-edge economic models, John takes us through his decades-long journey shaping how companies listen to and delight their customers.You'll hear insights on the impact of regulatory changes—like the move to all-natural food colorings—and how communicating product changes can lead to customer friction.John unpacks the all-important “rage study,” revealing why customer anger is on the rise, the shifting landscape of digital complaints, and what really satisfies (and delights) customers today. Plus, he shares how tapping frontline employees and leveraging AI can turn wild ideas into powerful innovations.Whether you're a CX pro or just interested in customer relationships, you'll leave this episode with actionable strategies, compelling data, and some real talk about what it takes to build loyalty in today's fast-changing world. Don't miss John's practical tips on using the voice of the customer, ROI modeling, and the secret power of transparency—plus some great stories from the front lines of customer service. Tune in!

Welcome back to All Things Considered CX! In today's episode, Bob Azman sits down with CX legend John Goodman, for a fascinating conversation on the evolution of customer experience and the science behind customer loyalty.From the basement of Harvard Law to pioneering the use of 800 numbers and developing cutting-edge economic models, John takes us through his decades-long journey shaping how companies listen to and delight their customers.You'll hear insights on the impact of regulatory changes—like the move to all-natural food colorings—and how communicating product changes can lead to customer friction.John unpacks the all-important “rage study,” revealing why customer anger is on the rise, the shifting landscape of digital complaints, and what really satisfies (and delights) customers today. Plus, he shares how tapping frontline employees and leveraging AI can turn wild ideas into powerful innovations.Whether you're a CX pro or just interested in customer relationships, you'll leave this episode with actionable strategies, compelling data, and some real talk about what it takes to build loyalty in today's fast-changing world. Don't miss John's practical tips on using the voice of the customer, ROI modeling, and the secret power of transparency—plus some great stories from the front lines of customer service. Tune in!

Community, Loyalty, and Human Touch in Customer Experience  Shep interviews Craig Crisler,  CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes loyalty programs appealing to Gen Z customers?  How does Gen Z's approach to customer loyalty differ from previous generations?  Why is it important for brands to focus on building community within their loyalty programs?  How does personalized service contribute to repeat business and customer loyalty?  Why should companies continuously evolve their loyalty programs for new generations?  Top Takeaways:    Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs.  Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don't update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.   While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special.  It's easy to fall into the trap of generational stereotypes like "Millennials are lazy" or "Gen Z can't focus." The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive.  Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.   Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer's name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level.  When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention.  Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help.  Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in!  Quote:   "Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works."    About:    Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

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This week on The Modern Customer Podcast, Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how the company blends AI and empathy to transform customer experience in insurance. Insurance is one of the oldest industries, yet it faces modern pressures of speed, digital expectations, and customer trust. Rather than choosing between technology and humanity, Aflac integrates both—using automation for efficiency and empathy to deepen trust, directly linking CX to growth. 3 Key Takeaways on CX from Aflac Empathy at scale: A dedicated support line for first-time cancer diagnoses ensures compassionate guidance during the toughest calls. AI with guardrails: Automation speeds routine claims, while humans handle complex or denial cases to protect trust. CX as ROI: Simpler processes drive acquisition, while empathy and trust strengthen persistency and long-term value. Tune in to the full episode to hear how Keith Farley makes customer experience a measurable growth strategy at Aflac. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.   

Hey CX Nation,In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT. InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients. They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and both first-party and third-party ARM operations.Their mission is to make lives better by engaging, listening, and resolving consumer concerns and obligations with empathy and innovation. And advocate for their clients brands and reputations as their own.In this episode, Mario and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at InteLogix think through on a daily basis to build world class customer experiences.**Episode #265 Highlight Reel:**1. Focusing on building an elite Team above all else to drive success & growth 2. Solving problems for your customers & providing constant value  3. Structuring & configuring your data before finding the optimal tech-solutions 4. Building & deploying living playbooks to propel your team forward rapidly 5. Taking customer data & feedback to drive product development Click here to learn more about Mario BaddourClick here to learn more about InteLogixHuge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer contact space into the future.For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? We launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Loree Levy, Deputy Director of California's Employment Development Department (EDD), to talk about their shared passion for transforming how the public experiences government services.With 24 years in state government and a background in television journalism, Loree reflects on her career journey and the lessons she's carried into leadership. Together, they explore how EDD has embraced customer experience practices through modernization efforts that include:establishing a dedicated customer experience divisionsimplifying application processes for unemployment and disability insuranceimplementing technologies like chatbots to improve access and responsivenessLoree emphasizes the importance of an enterprise-wide, customer-centric approach that bridges communications and IT while breaking down silos across departments. She highlights how leadership, community practices, and ongoing collaboration are essential to creating better public service experiences.This thoughtful conversation offers valuable insights into the challenges and opportunities of bringing CX into state government at scale.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

What's on your mind? Let CX Passport know...What will customer experience actually look like five years from now?In this *Greatest Hits* episode of CX Passport, Bill Staikos lays out a compelling, grounded vision for the future of customer experience. A seasoned CX executive, advisor, podcaster, and soon-to-be author, Bill combines practical wisdom with future-ready thinking.Originally released as Episode 155, this conversation stood out for its clarity on how CX needs to evolve — moving beyond survey teams and jargon to delivering business-aligned results. Bill breaks down how technology, human-centered design, and executive-level strategy must come together in today's rapidly changing landscape.CHAPTERS  00:00  CX is a toolkit, not a strategy  04:14  Automation and AI in the CX future  06:00  The four personas of a modern CXO  10:01  AI vs hype: what's real?  16:33  CX's reckoning in 2023  19:12  Will CX go the way of Six Sigma?  20:41  First Class Lounge  26:42  Change management that actually works  31:16  How to start: know the business strategyEpisode resources:  Connect with Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos  Explore Be Customer Led podcast: https://www.becustomerled.comIf you like CX Passport, I have 3 quick requests:✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport  ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup  ✅ Bring

Have you ever experienced analysis paralysis? This describes the feeling of anxiety you get when you have so much information that any action you take feels like the wrong one, so you end up not doing ANYTHING. It's really no wonder that the average person can feel overwhelmed by information, options, and choice. Every year in the United States, for example, 30,000 new products are released into the market. The average American grocery store, so not a superstore like a Walmart, just a normal sized grocery store, has more than 30,000 options on their shelves at any given time.And the average Walmart, well, it has more than 120,000 products.Everywhere we turn we're just surrounded by more and more choice.But is that a good thing?Join host Jen Clinehens (MS/MBA) as we explore the Choice Overload Effect: How too many options can actually have negative consequences for our brains, businesses, and lives. And how we, as business owners, designers, marketers, and corporate leaders can manage the amount of options we give people so they can feel better about buying from us.⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐COACHING✅ To learn more about working one-on-one with Jen and book your free Connection Call, visit https://www.choicehacking.com/coaching-inviteThis month I have 3 spots available - first come, first serve.FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHackingWORK WITH JEN CLINEHENS & CHOICE HACKING✅ Training & Workshops: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Join the Choice Hacking Pro community: Get a Chief Marketing Copilot (powered by psychology) for your business when you join the Pro community. Get live weekly Workshops, Group Coaching and Office Hours.Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

Today on the Scoop the team from Tapod brings you all of the weekly TA & Recruitment News, including…A post-ITAs round-up, OpenAIjoins the hiring space, ANZ Bank in the poo again, some positive ads data, redundancy news, LinkedIn puts down an AI marker, Gen Z are now job-hugging, and much more. Thanks to Indeed for your ongoing support. 

¿Viste este episodio y crees que tu empresa necesita entrar al mundo digital o mejorar su presencia? Hazlo con los expertos en contenido, no dudes en contactar a la productora del medio digital líder. Ofrecemos servicios en NYC, CDMX, Costa Rica, Guatemala, República Dominicana, Puerto Rico, El Salvador, Panama y Colombia - NADA Estudios: https://www.instagram.com/nadaestudios/ - Contacto: info@nopasanada.com ___Sergio Restrepo es un profesor/practicante de marketing digital y experiencia de cliente. Fundó una agencia en 2007, la escaló a 250+ personas y la vendió en 2014. Desde entonces ha lanzado y vendido empresas apalancadas por tecnología, y ha diseñado estrategias global-a-local para marcas como Nestlé, 3M, New Balance, SABMiller, Honda y Johnson & Johnson. Apoyó la división de marketing digital global de Lionbridge hasta 2018. Hoy enseña y asesora en automatización, growth de embudo completo y transformación digital como profesor invitado en INCAE (Costa Rica), IESE (España), Georgetown y Boston University. Su tesis central: la mejor estrategia digital hace que la marca se sienta auténtica y humana a escala, con los sistemas correctos detrás de escena.Cada minuto tu feed compite por tu atención. ¿Cómo construís marcas que la gente siente y, además, activan una transformación real—más allá del deck?Qué vas a aprender:Playbooks global-a-local: funnels multilingües y multiculturales sin perder el alma de marca.El stack técnico detrás de una CX auténtica (automatización que no suena a robot).Cómo volver interesante un producto “aburrido” y qué métricas realmente cambian conducta.Lecciones de escalar una agencia a 250 personas y decidir qué tercerizar vs. internalizar.Buenas prácticas operativas: cadencia, experimentos y disciplina de decisiones.Lo que enseña en el aula, traducido a la realidad del operador.Escucha En Spotify:https://open.spotify.com/show/0iGOS1NGeccwX4Tie7xwRq__Conecta con Pietro:TikTok: https://www.tiktok.com/discover/pietro-cerconeInstagram: https://www.instagram.com/pietrohablacon/___Este podcast es traído a ustedes gracias al INCAE, la mejor universidad de negocios de latinoamerica: https://incae.edu/___Pietro Habla Con es un podcast de conversaciones, entrevistas y discusiones de todo tipo de temas en español.

In this illuminating episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Justin Michaud, Director of Customer Care at Life360, to explore the cutting-edge world of AI in customer support. Justin shares his experience leading a team that supports multiple products, including Life360, Tile, and Geobit, and how they've revolutionized their customer service approach using AI.The conversation dives deep into the practical applications of AI in customer support, with Justin revealing that their AI agent handles a staggering 180,000 conversations per month compared to 20-25,000 by human agents. He discusses the strategy behind implementing AI for initial customer contact, emphasizing its effectiveness in handling FAQ-type inquiries while preserving human interaction for more complex issues. Justin also addresses the challenges of customer trust in AI systems and how continuous improvement and dedicated management of these tools are crucial for success.One of the most fascinating insights from the episode is Justin's perspective on the evolving roles within customer support teams. He explains how AI is eliminating lower-level tasks, allowing human agents to focus on more complex, high-touch interactions. This shift is changing the hiring landscape, with a growing emphasis on AI literacy and the ability to leverage tools like ChatGPT in daily work. If you're a CX leader, CS professional, or anyone interested in the future of customer support, this episode offers invaluable insights and practical takeaways. Don't miss out on this engaging discussion. Tune in now to stay ahead of the curve in AI-driven customer service!

This week's podcast is about why bundling (and cross-selling and upselling) are so powerful in digital. Plus, some thoughts on why data moats are mostly not real.You can listen to this podcast here, which has the slides and graphics mentioned. Also available at iTunes and Google Podcasts.Here is the link to the TechMoat Consulting.Here is the link to our Tech Tours.Here is the article on bundling by Chris Dixon.How bundling benefits sellers and buyersA lot of thinking on data as a moat comes from these articles by Martin Casado, Julian Wright and Andre Hagiu.The Empty Promise of Data MoatsWhen Data Creates Competitive AdvantageHere are 7 complications I mentioned about bundling.Bundling requires a a robust product suite.You want a low attach rate. So you don't cannibalize products by bundling.Bundling can complicate the customer experience and buying journey.Bundling works best when all customers have similar total willingness to pay. But different tastes.Unlimited bundles (subscriptions) can have problems if there are non-zero product costs.Unlimited bundles (subscriptions) do limit revenue per user. This is a problem when willingness to pay is positively correlated with demand for variety.Subscription models do not reward superstar creators very well. ----------I am a consultant and keynote speaker on how to accelerate growth with improving customer experiences (CX) and digital moats.I am a partner at TechMoat Consulting, a consulting firm specialized in how to increase growth with improved customer experiences (CX), personalization and other types of customer value. Get in touch here.I am also author of the Moats and Marathons book series, a framework for building and measuring competitive advantages in digital businesses.This content (articles, podcasts, website info) is not investment, legal or tax advice. The information and opinions from me and any guests may be incorrect. The numbers and information may be wrong. The views expressed may no longer be relevant or accurate. This is not investment advice. Investing is risky. Do your own research.Support the show

This week on Tapod we sit down with David Dunne—Senior Manager, Workforce Services & Systems @Autism Spectrum Australia (Aspect)—the largest national service provider for people on the autism spectrum, with over 1,500 employees across over 70 locations. With recent research suggesting that 1 in 40 people are living with autism, we cover topics around inclusivity hiring, including pre-access to interview questions, people being authentically themselves, and understanding requirements that make candidates more comfortable in their environment. It's a really fascinating topic and one (as recruiters) we have a responsibility to know more about. Thanks to SmartRecruiters for your support this month. 

Wayne Butterfield, partner at Information Services Group (ISG), joins Gadi Shamia, CEO and Co-Founder of Replicant, to unpack why legacy outsourcing models are on borrowed time, what separates the winners from the walking dead, and how outcome-based contracts and AI-native partnerships are defining the next decade of CX. If you're betting your contact center strategy on “mess for less,” this episode is your wake-up call.In this episode:Why CX outsourcing is broken and how most companies are still getting it wrongThe 3 types of BPOs in today's market, and which ones are built to survive the AI eraHow Amazon rewrote the outsourcing playbook with outcome-based contractsWhy “mess for less” is a dead-end strategy, and what replaces itThe rise of agentic AI and what it means for Tier 1 automationWhat CEOs need to know before green-lighting another call center deal

Episode 256: What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard. At IMG Academy, a private sports academy and boarding school in Florida, Chief Operating Officer Mike Milliron led the launch of a centralized experience team. “Not interested,” said everyone from athletics, academics, athletic development, and student life. Why? IMG Academy's culture initially prized local control. “Owners of experience,” says Mike, is how teams saw themselves. Mike and his team persisted. They built a real-time listening program with trusted access and immediate visibility so coaches, teachers, and staff could act on feedback. The centralized team partnered across athletics, academics, athletic and personal development, and student life to align fixes and remove friction for frontline work.  Results followed: NPS rose for parents and students. Re-enrollment increased. Earned growth forecasts climbed. “It made their jobs easier,” explains Mike.  “But also, it helped them get to the end result they want: delivering an unrivaled experience for students.” Guest: Mike Milliron, Chief Operating Officer, IMG Academy Host: Rob Markey, Partner, Bain & Company Give Us Feedback: Help us improve the podcast here: https://bit.ly/CCPodcastFeedback Time-Stamped Topics: 00:01 — Who owns experience on a campus built on silos 00:04 — Non-negotiables like culture change and real listening access 00:05 — Mission UCX prioritizes caring for those they serve 00:06 — Early financial signals drove re-enrollment to tick up 00:07 — Standing up CX and a listening program spanning multiple verticals 00:08 — Value lands when CX makes people's jobs easier 00:09 — New games unlocked by data and insight loops 00:11 — Rapid-fire takes on popular CX buzzwords  Time-Stamped Quotes: [09:00] “The most difficult part was trying to figure out how it was actually going to work. Once we got it up and got it moving and realized the value right away, it became one of the smartest decisions, and it made people's jobs easier.” [9:00] “We introduced a listening program. We introduced a dedicated team to work across verticals. [It was about] just the cultural component of A) getting that team in place, and then B) trying to figure out how do we actually best navigate what's been in place for the previous 35 years—and some muscles that have been built—in a trustworthy way and in a way that people wanted to engage.” [06:00] “We're starting to see customer experience and NPS go up across parents, students, and essentially all of our experiences in our product lines. We're also seeing employee experience go up, which is super important—that's helped with retention and workplace satisfaction.” [10:00] “We have different opportunities to actually understand how to drive value and impact. And we're just like, ‘Oh my gosh, we never would've thought that we're able to do this.' And how it then ties back to a retention strategy or to a new product or new experience that we want to launch. So, it'sfun to actually see those things come to life.” Resources  “A New Playbook” (Episode 230 with former IMG Academy president, Tim Pernetti)

AI is not eating all the jobs—but the story is more nuanced than the headlines suggest. In this episode, Galen Low sits down with Jim Iyoob (President of ETS Labs, CCO at Etech Global Services) and Manu Dwievedi (AVP at ETS Labs) to cut through the noise around large-scale AI transformation in customer experience. Together, they unpack what's really happening in call centers worldwide, why AI is more about augmentation than replacement, and how organizations can implement AI without breaking the customer or employee experience.From pragmatic strategies to leadership-level insights, this conversation tackles the real challenges of AI change management: how to start small, get quick wins, and bring people along for the journey. Whether you're leading a CX transformation or navigating an AI project in any industry, you'll leave with concrete strategies to make AI work for your team instead of against them.Resources from this episode:Join DPM MembershipSubscribe to the newsletter to get our latest articles and podcastsConnect with Jim and Manu on LinkedInCheck out ETS Labs and Etech Global Services

Feedback is synonymous with high-quality stands and training bike gear. Because it is no mystery that wherever you go on road, MTB and CX races, you will always spot that at least half of the mechanics use the unmistakable red stand.I had a talk with Doug, founder and CEO of the company, to discuss the past, future and present of the brand, and of course, there were a lot of CX and sustainability chats.Enjoy.Episodes note:⁠Zürich Cycling Movie Night #2⁠Feedback SportsVoice by: Stefano Nucera aka Calamaro Photos by: Music by: The Spinning BlowFish: The BroomWagon Podcast

Cheryl Paarwater is the Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. Cheryl has championed CX in South Africa for many years and is a board member of BPESA - the trade promotion agency for business process service companies in South Africa. In this conversation with Peter Ryan, Cheryl explores how BPO and CX has created many opportunities for employment in South Africa - and beyond - and this has created a very positive socio-economic ripple effect. People leaving informal jobs and entering contact centers pay tax, support their family, and help to support other businesses selling services to those working directly in BPOs. As AI is gradually introduced in many CX processes, there is a fear in the industry that entry-level positions may no longer be staffed by humans. The most immediate effect is a reduction in the number of jobs created, but what are the wider effects of thinking that we can just replace people with bots? https://www.linkedin.com/in/cheryl-paarwater/ https://call-lab.com/   SUMMARY:  Mark Hillary and Peter Ryan discuss the impact of artificial intelligence (AI) on customer experience (CX) jobs, particularly in South Africa. Cheryl Paarwater, CEO of Call Lab, highlights concerns about AI replacing human roles, which could exacerbate unemployment and social issues. Despite AI's potential to automate 10-15% of roles, Peter notes that many AI projects fail, citing a 42% failure rate in 2020. Cheryl emphasizes the need for AI to enhance human roles rather than replace them, suggesting AI could improve education and support high-value interactions. They stress the importance of a balanced approach to AI implementation in CX.

In this episode of The Career Flipper, host Jenny Dempsey sits down with sisters Wendy and Elizabeth Pochop of Baltimore, Maryland, co-founders of Untethered Voyages, a side hustle turned passion project that creates cruise-based retreats for leaders, communities, and organizations.We connected through Support Driven, a global community for customer support professionals, and what started as a conversation about side hustles turned into an inspiring look at building something new from burnout, curiosity, and passion for travel.What You'll Hear in This Episode:How Wendy's burnout in customer success led to a sabbatical, curiosity, and eventually a pivot toward travel and hospitality.The family cruise that sparked the idea for Untethered Voyages and how it evolved from “workations at sea” into curated community-building retreats.The unique way Wendy and Elizabeth balance their strengths, vision and execution, while building a business together as sisters, roommates, and travel buddies.Why structure, accountability, and small sacrifices are key to making side hustles work alongside full-time jobs.Practical advice for anyone feeling stuck in their career: start small, find joy outside of work, and solve a problem you've already faced for others.Their big vision: living and working full-time from cruise ships while helping groups create unforgettable experiences. Connect with Untethered VoyagesJoin their Alaska adventure next summer www.untetheredvoyages.com/alaska.BONUS: They will waive the planning fee for Career Flipper Podcast listeners, if you go on the trip, use code "Career Flipper"!Connect on Instagram: https://www.instagram.com/untetheredvoyagesvacations/Connect on LinkedIn: https://www.linkedin.com/company/untethered-voyagesBook your own group retreat at sea: untetheredvoyages.com Thanks for tuning in to The Career Flipper!If this episode made you think, laugh, or feel a little braver about your own flip, do me a favor:

What if the real secret to exceptional leadership isn't control, charisma, or even performance—but generosity? Could the “soft stuff” like listening, empathy, and vulnerability truly drive the hardest results in business? In this episode of the Delighted Customers podcast, I dig into that very question with Joe Davis, legendary former Senior Partner at Boston Consulting Group, co-founder of BCG's Washington D.C. office, and author of “The Generous Leader: Seven Ways to Give of Yourself for Everyone's Gain”. Joe shares his own journey from traditional, results-driven leadership to a generous, people-centered model—and why unlocking your team's full human potential just might be the most powerful business move you can make. We explore how the traits of generosity drive not only team happiness and loyalty, but also real bottom-line outcomes, making this conversation essential listening for leaders and aspiring leaders at every level. Why should you tune in to this episode? Joe has four decades of hands-on experience innovating in both the private and public sectors, founding major business initiatives within BCG, and working closely with Fortune 500 C-suite leaders. He distills this wisdom into practical strategies—whether you're leading a team of three or a global enterprise of 100,000. His stories from the front lines of consulting, combined with actionable steps for building trust and humanity in the workplace, will change the way you think about leadership forever. Here are three compelling questions Joe answers on the show: Why should organizations and their C-suite invest in “generous leadership” when they're held accountable for hard business outcomes, not just a healthy culture? What are the seven key traits that separate good leaders from exceptional, generous leaders—and how do they play out in real-world scenarios? How can listening, vulnerability, and small acts of recognition dramatically improve your team's performance and engagement? Listen now and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify! You'll find this episode—and every episode—on all your favorite podcast platforms. If you find value in these conversations, please leave a review and share with a friend or colleague who wants to rethink what great leadership really looks like. Meet Joe Davis Joe Davis is a veteran senior partner at Boston Consulting Group (BCG), where he spent 37 years shaping strategy, developing talent, and transforming organizations at the highest level. Joe co-founded BCG's Washington D.C. office and launched the firm's North American Public Sector business, as well as leading BCG North America. Passionate about advancing equity and inclusion, he also founded and chaired BCG's Center for Inclusion and Equity. Joe is a Harvard Business School graduate and has been at the forefront of helping organizations evolve from top-down, authoritarian structures to cultures of trust, inclusion, and generosity. His experience spans advising CEOs of major corporations to hands-on coaching with emerging leaders. He is the author of “The Generous Leader: Seven Ways to Give of Yourself for Everyone's Gain,” a groundbreaking book that reimagines the connection between caring leadership and delivering results. Joe is currently an advisor and coach to BCG's rising partners, teaching them how to inspire, motivate, and build lasting client relationships. You can reach Joe and learn more about his work via his LinkedIn profile or his website at joedavis.com. Show References and Resources “The Generous Leader: Seven Ways to Give of Yourself for Everyone's Gain” by Joe Davis Amazon Link Joe Davis on LinkedIn: https://www.linkedin.com/in/joe-davis-bcg/ Joe's personal website: https://joedavis.com Harvard Business School: https://www.hbs.edu Boston Consulting Group (BCG): https://www.bcg.com Michigan State University's Trust and Leadership Education: https://broad.msu.edu CEO Joaquin Duato, Johnson & Johnson: https://www.jnj.com/leadership/joaquin-duato Scott Kirby, CEO of United Airlines: https://www.united.com/ual/en/us/fly/company/about/leadership.html Sheila Bair, former FDIC chair: https://www.fdic.gov/about/leadership/sheila-bair/ Thank you for listening to the Delighted Customers podcast!

This week on The Modern Customer Podcast, Dilip Bhatia, Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. Lenovo, a $69B company operating in 180 markets, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of “Smarter Technology for All,” the company combines culture, design, and technology to turn experience into growth. Here's how Total Experience shows up at Lenovo:

What's on your mind? Let CX Passport know...From the theater to hedge funds to Alaska Airlines... Tori Signorelli's path to CX isn't typical. And that's exactly what makes her perspective matter.Early in her role at Alaska Airlines, Tori's fresh eyes are helping evolve the guest journey without losing the human touch. This episode is full of practical, honest CX wisdom... plus a few tasty travel moments.What's in the episode?Why “healthy businesses are not still”CX orchestration over ownershipVisibility as a survival skill for CX teamsHow global living built deep empathyWhy beautiful design still needs gritty executionCHAPTERS 00:00 Healthy businesses aren't still 01:02 Immersing in airline CX as a newcomer 05:13 “Do no harm”… CX during operational change 08:54 Aligning guest experience with business metrics 11:02 From theater to hedge funds: Tori's unique CX foundation 15:37 Global living and building global empathy 18:51 First Class Lounge 23:20 Service design isn't just blueprints 25:38 CX must be visible to be valuableGuest Linkshttps://www.torisignorelli.com/Want more from CX Passport? 

There's a type of fabric that looks like leather, feels like leather, but isn't leather (or made from any animal materials). For decades, it was called "Pleather" – a combination of the words "plastic" and "leather" – and it was considered cheap, tacky, and artificial.But today, that same material is a $41 billion market.What changed? The name. Now we call Pleather  "Vegan Leather."And that simple reframing transformed not just how people perceive the material, but how they feel when they're wearing it.Join host Jen Clinehens (MS/MBA) to explore the fascinating story of how Pleather became Vegan Leather… How the meaning we attach to a product or experience defines its value…And how you can use this strategy to transform perceptions of your own products and brand.⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐COACHING✅ To learn more about working one-on-one with Jen and book your free Connection Call, visit https://www.choicehacking.com/coaching-inviteThis month I have 3 spots available - first come, first serve. FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/ ✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHackingWORK WITH JEN CLINEHENS & CHOICE HACKING✅ Training & Workshops: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Join the Choice Hacking Pro community: Get a Chief Marketing Copilot (powered by psychology) for your business when you join the Pro community. Get live weekly Workshops, Group Coaching and Office Hours.Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

Are you planning with a small p or a capital P? This question frames a critical insight for customer experience professionals: the difference between creating lists of activities versus developing strategic initiatives that drive meaningful business outcomes.Many CX leaders fall into the trap of confusing tactics with impact. They focus on implementing surveys, dashboards, and journey maps without clearly connecting these tools to broader organizational objectives. When customer experience gets stuck at this tactical level, it risks being dismissed as mere overhead rather than a driver of revenue, cost savings, and growth. The solution? Shift your perspective from activity to impact, and ensure every CX initiative ties directly to measurable business outcomes.Customer experience must be treated as a fundamental business discipline, not a temporary program or isolated department. This means aligning CX initiatives with enterprise-level goals and demonstrating how your work influences metrics executives truly care about: growth, efficiency, risk management, and retention of both customers and employees. By connecting these dots in everything you do, you build a stronger business case for continued investment in CX. Remember that executive buy-in can make or break your success, so make your sponsors look great by delivering results that matter to the organization.Whether you're a CX leader seeking support or an executive sponsor evaluating CX initiatives, take a step back and consider the strategic value of customer experience work. Ask yourself how your efforts will impact the bottom line, and don't get caught in the activity trap. Ready to start planning with a capital P? Try our CXI Compass to help prioritize your customer experience efforts and determine your next strategic moves.Resources Mentioned:Take the CXI Compass® assessment -- CXICompass.comExperience Investigators Website -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

It is no secret that your technology team  (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. Learn more at   Book time with Stacy through this

This week's podcast is about digital growth, which is really a process. It's a weekly grind to capture incremental growth as well and new waves.You can listen to this podcast here, which has the slides and graphics mentioned. Also available at iTunes and Google Podcasts.Here is the link to the TechMoat Consulting.Here is the link to our Tech Tours.Much of this thinking is by Chris Zook and Bain's strategy practice. I am citing these books:Profit from the CoreBeyond the CoreHere is my favorite summary quote.Here's a quick summary of core vs. adjacency.Most all sustainable growth is based on 1-2 strong cores.A profitable core is centered on the strongest position in terms of loyal customers, competitive advantage, unique skills, and ability to earn profits.Growth adjacencies include:New customer segments:Micro-segmentation of current segmentsUnpenetrated segmentsNew segmentsNew geographiesGlobal expansionLocal expansionNew channelsInternetDistributionIndirectNew productsNew to worldComplementsSupport servicesNext generationJust new products / servicesNew BusinessesNew to world needsNew substitutesNew modelsCapability adjacenciesNew value chain stepsForward integrationBackwards integrationSell capability to outside-------I am a consultant and keynote speaker on how to accelerate growth with improving customer experiences (CX) and digital moats.I am a partner at TechMoat Consulting, a consulting firm specialized in how to increase growth with improved customer experiences (CX), personalization and other types of customer value. Get in touch here.I am also author of the Moats and Marathons book series, a framework for building and measuring competitive advantages in digital businesses.This content (articles, podcasts, website info) is not investment, legal or tax advice. The information and opinions from me and any guests may be incorrect. The numbers and information may be wrong. The views expressed may no longer be relevant or accurate. This is not investment advice. Investing is risky. Do your own research.Support the show

Sam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, emphasizing that people remember how moments felt more than they recall the details. Drawing inspiration from psychological principles like the Peak-End Rule, he illustrates how LinkedIn designs experiences that create memorable moments during major career milestones—such as job changes or layoffs—strengthening user engagement and loyalty. Sam also shares how service design has enabled closer collaboration with product teams, allowing for a more systemic impact on the user journey. Another key topic discussed is the evolving role of AI in customer experience. Sam foresees a future where AI agents become integral collaborators, requiring human oversight and ethical consideration. He advocates for creating seamless, emotionally resonant experiences by blending technology with thoughtful design. Throughout the conversation, he stresses the critical need to speak the language of stakeholders internally to drive alignment and sustainable change—an often-overlooked element in transformation efforts. The Top 3 Key Learnings 1. Design for Memory, Not Just Interaction: Customers don't remember every moment—they remember how the experience made them feel. Designing for emotional peaks during key life events (like job transitions) creates lasting loyalty. 2. Speak the Language of Your Stakeholders: Internal success depends on your ability to frame CX improvements in terms others care about. Building trust and using stakeholder-relevant language is essential to gain traction. 3. Service Design Enables Systemic Impact: By combining CX principles with service design tools like journey maps and blueprints, teams can align better with product and operational functions to deliver holistic, integrated solutions. About Sam Stern Currently, Sam leads the Service Design team at LinkedIn, responsible for creating delightful experiences for the platform's 1 billion members and customers. He has also created 3 LinkedIn Learning courses on Customer experience enjoyed by more than 100,000 learners to date. Sam has his own podcast, CX Patterns, which you can find on any of your favorite podcast hosting platforms. Previously, Sam started a customer experience team for the sneaker company New Balance, and before that was a CX analyst at Forrester Research, covering customer-centric culture, employee experience, and CX governance, and working with past CX Goalkeeper guests like Maxie Schmidt, Bruce Temkin and Natalie Petouhoff. Resources LinkedIn: https://www.samsterncx.com/ https://www.samsterncx.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

The modern shopping journey is nonlinear, unpredictable, and driven by rising expectations. Inspired by How to power personalized, AI-driven customer experiences for digital shopping, this episode unpacks how generative AI is closing the “experience gap” by transforming static commerce into fluid, intelligent journeys.We'll explore how composable commerce, SAP Commerce Cloud, and endorsed partners like Coveo enable businesses to deliver real-time personalization, conversational product guidance, and seamless integration across channels. Case studies from Blackwoods, Nespresso Oceania, and Xero show how AI search and discovery translate into measurable gains in adoption, conversions, and customer satisfaction.What You'll Learn in This Episode:The Rise of Generative AI in CXHow GenAI shifts experiences from functional to conversationalGuided decision-making that prevents customers from bouncing to GoogleExtending personalization into the post-purchase lifecycleThe Experience GapWhy customer expectations outpace many brands' capabilitiesThe cost of siloed systems in delivering real-time relevanceComposable Commerce as the Strategic AnswerModular architectures replacing rigid monolithsSAP's composable storefront and OCC APIs enabling flexibilityWhy endorsed partnerships (like Coveo for AI search) reduce integration complexityHow AI Makes Shopping SeamlessHybrid search blending keyword + semantic searchReal-time re-ranking and session-aware personalizationGenerative answering with source-cited responses for trustCase Studies in ActionBlackwoods: 66% digital adoption growth, 70% add-to-cart boost, 45% higher CSATNespresso Oceania: 182% conversion lift from search, 10% higher order valuesXero: 20% reduction in human support cases in just six weeksKey Takeaways:Generative AI is becoming the nervous system of modern customer experiencePersonalization must extend across the entire lifecycle, not just pre-purchaseComposable commerce enables agility while leveraging best-in-class AI toolsStrategic integrations with endorsed partners reduce complexity and accelerate ROIBrands already embracing AI are seeing measurable, bottom-line business impactSubscribe to our podcast for insights on customer experience, digital commerce, and AI-driven personalization. Visit The Future of Commerce for in-depth analysis on how technology is reshaping shopping journeys. Share this episode with CX leaders, digital commerce teams, and marketers working to bridge the experience gap.

Generative AI is rapidly becoming a game-changer for customer experience (CX), but the real differentiator isn't the technology itself—it's how organizations adapt. Inspired by GenAI is reshaping CX, but only for organizations ready to reinvent themselves, this episode unpacks the organizational shifts required to truly harness AI's potential.We highlight the reinvention imperative: why sustainable CX gains demand new processes, redefined team roles, and flexible technology stacks. From orchestrating customer interactions to hyper-personalizing journeys, we explore the top 11 GenAI use cases already deployed in contact centers, sales, and marketing—and the measurable results they're delivering.What You'll Learn in This Episode:The Reinvention ImperativeWhy GenAI tools alone don't guarantee transformationHow organizational redesign, employee experience, and strategy integration drive successDelegating the DrudgeryHow AI agents orchestrate customer interactions and reduce manual busyworkFreeing CX teams to focus on creativity, innovation, and strategyShortening the CycleWhy the era of long, static redesign projects is overHow composable martech and GenAI enable continuous, rapid CX evolutionFrom Personas to PeopleHow GenAI makes hyper-personalization and individualized journeys possibleStepwise approaches to testing, scaling, and iterating personalizationReal-World GenAI Use CasesContact Centers: Auto-generating replies, automating QA, creating knowledge articles, and summarizing after-call workSales Teams: AI-powered lead generation, personalized communications, meeting summaries, and onboarding automationMarketing: AI-generated ad copy, content creation, and real-time social media managementKey Takeaways:GenAI is commoditizing fast; competitive advantage comes from reinvention, not toolsAI agents free CX teams from orchestration, enabling higher-value human creativityContinuous iteration, not static projects, defines the new CX paceHyper-personalization moves customer journeys from broad personas to individualized experiencesReal-world deployments across CX functions show clear, measurable impact todaySubscribe to our podcast for insights on CX, digital transformation, and AI strategy. Visit The Future of Commerce for in-depth coverage of GenAI and customer experience innovation. Share this episode with CX leaders, digital strategists, and business executives preparing for the AI-driven future.

This week, I sat down with my good friend Michael Bair, founder of Bair Consulting, to unpack what really separates good CX in B2B from the DTC playbook, and why both worlds have a lot to learn from each other.We cover B2B SaaS, enterprise customer success, DTC retention, and why too many brands still treat CX like an afterthought. Michael gets real about why B2B companies ignore brand at their own risk, what DTC can steal from SaaS (hint: product obsession), how subscription churn compares to six-figure SaaS contracts, the rise and overhype of AI in CX, and why empathy and product knowledge will always be the secret sauce of customer success.If you're leading a CX team, building SaaS, or trying to scale a consumer brand, this episode is packed with hard-won insights from two people who've lived on both sides of the table.Listen now for the truth about B2B vs DTC CX, retention that actually works, and what “fractional” really means when you're in the trenches with founders.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA. Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.**Episode #264 Highlight Reel:**1. The power of reflection & attention to the customer journey you're building 2. Enhancing customer experience through employee engagement  3. Building your playbook on tech-stack efficiency and utilization 4. Breaking down silos to build world-class customer & employee experiences 5. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE) Click here to learn more about Mika YamamotoClick here to learn more about FreshworksHuge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation". You know what would be even better?Go tell one of your friends or teammates about CXC's custom content,  strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of nearly 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's best CX-driven companies? We recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Every customer conversation – whether in a branch, online, or through a call center – holds the potential to either deepen loyalty or increase attrition. Yet too often, those interactions create frustration, higher costs, and lower satisfaction scores. Today's competitive advantage isn't just having data. It's knowing how to transform conversations into measurable business value. From lowering cost-to-serve to boosting Net Promoter Scores, the opportunity is clear: banks that successfully harness AI and conversation intelligence are realizing game-changing ROI, while others remain stuck in pilot projects. In this episode of Banking Transformed, I'm joined by Caleb Johnson, VP at TTEC Digital, and Chris Dolan from Cisco. Together, we'll explore how financial institutions can build the infrastructure, insights, and strategies to orchestrate seamless customer journeys and turn everyday conversations into bottom-line results. If you're looking for practical ways to move past AI hype and drive measurable CX transformation, this conversation is for you. This episode of Banking Transformed is sponsored by TTEC Digital TTEC Digital's AI Vision Workshop empowers CX and Operations leaders to unlock real business value from AI. Together, we'll define your CX and operational goals, identify challenges, and build a tailored roadmap for AI pilot projects. Powered by Cisco Webex AI and deep CX expertise, we help you move from curiosity to confidence—and deliver results. CIS: TTEC Digital + Cisco BFSI Campaign - AI Vision Workshop