Podcasts about CX

What if one of your most valuable CX analysts isn't even a person? Agility requires not just collecting data, but closing the gap between insight and action at scale. This means empowering every level of the organization, from the frontline to the C-suite, with the right information at the right time to make smarter, faster decisions. Today, we're going to talk about moving beyond the score. We'll explore how Generative AI is shifting the discipline of customer experience from a reactive, score-chasing exercise to a proactive, problem-solving engine. We'll get practical about how a very lean team at a massive organization can leverage these tools to drive real business impact, especially when faced with an overwhelming amount of data. We are here in Las Vegas at Medallia Experience 2026 and to help me discuss this topic, I'd like to welcome, Alyse Fuller, Customer Experience Program Manager at United Rentals. About Alyse Fuller Alyse Fuller on LinkedIn: https://www.linkedin.com/in/alysefuller/ Resources United Rentals: https://www.unitedrentals.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile 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 Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://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 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

What if one of your most valuable CX analysts isn't even a person? Agility requires not just collecting data, but closing the gap between insight and action at scale. This means empowering every level of the organization, from the frontline to the C-suite, with the right information at the right time to make smarter, faster decisions. Today, we're going to talk about moving beyond the score. We'll explore how Generative AI is shifting the discipline of customer experience from a reactive, score-chasing exercise to a proactive, problem-solving engine. We'll get practical about how a very lean team at a massive organization can leverage these tools to drive real business impact, especially when faced with an overwhelming amount of data. We are here in Las Vegas at Medallia Experience 2026 and to help me discuss this topic, I'd like to welcome, Alyse Fuller, Customer Experience Program Manager at United Rentals. About Alyse Fuller Alyse specializes in seeking solutions that elevate the customer journey across every touchpoint. She believes in coordinating insights from customers with ideas from internal teams to drive customer experience (CX) improvements that align with broader organizational goals. By translating real-world experiences into actionable strategies, she contributes to the responsive, efficient, and customer-centric culture at United Rentals. Alyse Fuller on LinkedIn: https://www.linkedin.com/in/alysefuller/ Resources United Rentals: https://www.unitedrentals.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/ Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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

⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners⭐⭐⭐⭐⭐Learn More About Sponsoring the Podcast Here: https://choicehacking.link/sponsor-the-podFREE 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 buyer 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 @ChoiceHacking and @BuildwithChoiceHackingWORK WITH ME✅ Corporate Training: 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/✅ Get your own Chief Business Copilot for your business by working with me one-on-one or in a group program. Get weekly live Skill Sessions, Implementation Sessions, and one-on-one time with me.Learn more about my group program here: https://choicehacking.academy/cbc/Learn more about one-on-one coaching here: https://www.choicehacking.com/coaching/✅ 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 ★

This week on Tapod we catch up with Adam Buxton—GM Talent Acquisition Transformation at Ventia. We ‘get down and dirty' with the launch of the new Ventia Talent Marketplace—the process in the lead-up, the lessons learned, and the future ahead. It's a real Rec-Tech success story and could help you in your transformation journey.Thanks to Phenom for partnering with us this month. 

What does customer experience look like when AI starts acting on behalf of the customer? As AI agents increasingly understand customer context, remember past behavior, and reduce friction, they begin to insert themselves between companies and customers. That shift has major implications for CX, branding, differentiation, and how organizations stay relevant when customers stop visiting websites, apps, and even stores. This conversation focuses entirely on the customer's perspective, not internal AI efficiency. It's about what happens when customers trust AI agents to search, filter, recommend — and sometimes even buy for them. Best Quote from the Episode "When your customer experience isn't good enough, you get replaced by something that is." — Colin Shaw Key Questions Discussed What happens to customer experience when AI starts making decisions for customers instead of customers interacting directly with companies? If AI becomes the primary filter of choice, how do brands stay visible — and avoid becoming invisible? Which parts of today's customer journey are most at risk of disappearing altogether? Why You Should Listen If you're responsible for customer experience, strategy, marketing, or growth, this episode challenges some deeply held assumptions about how customers discover, evaluate, and choose brands. Rather than focusing on internal AI use cases, this conversation looks outward — at how customer behavior is shifting and what that means for organizations that want to remain visible, relevant, and chosen in an AI-first world. This episode doesn't give you a checklist. It gives you something more valuable: a new way of thinking about where CX is heading — and why waiting is risky. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

Change is in the air at the Courier Exchange and you need to know what is going on because it may be affecting you more than you are aware.Website: https://petercoath.comJoin the CX: https://teg-influencer-referrals.referral-factory.com/uyjbvRtJGet Insurance: https://tinyurl.com/pthxtFuel card people: https://www.xpressfuel.co.uk/applydtPodcast: https://redcircle.com/shows/pete-the-courier-drivers-sunday-q-and-a-the-story-so-farE mail: petethehxtrucker@gmail.comSupport this podcast at — https://redcircle.com/pete-the-courier-drivers-sunday-q-and-a-the-story-so-far/donationsAdvertising Inquiries: https://redcircle.com/brandsPrivacy & Opt-Out: https://redcircle.com/privacy

Jacqui Turner founded the Turner Corner Leadership Academy. She is based at Great Malvern, which is close to Stratford-Upon-Avon in the UK. The academy is focused on customer service training, leadership programmes and coaching interventions. Training followed by coaching with Jacqui's team has been proven to make training much more effective, in terms of staff productivity, performance and business results. In this discussion with Peter Ryan, Jacqui talks about vulnerable customers. How do businesses define their vulnerable customers and how can they design CX that works better for customers with special needs or the need for greater consideration? Vulnerability in CX design is often overlooked, but it is essential and for many types of regulated business this is mandatory. https://www.linkedin.com/in/jacqueline-turner-leadership-trainer/ https://turnercorner.co.uk/   SUMMARY: Peter introduces Jacqui Turner, who emphasizes the importance of understanding and addressing vulnerabilities in customer service. Jacqui highlights that vulnerability can manifest in various forms, including age, health issues, financial struggles, and digital illiteracy. She stresses the need for organizations to have policies and training for handling vulnerable customers across different communication channels. Jacqui also advocates for AI technology to be designed with vulnerability in mind to maintain accessible communication.

Three Operating Principles from This Conversation 1. White space is now dynamic, not staticWhite space used to be analyzed every 18 months. Today, Ryan is seeing strategy cycles compress to quarterly—or even monthly—reviews. Not because leaders love churn, but because technology and culture are moving too fast for set-and-forget thinking.White space isn't always a massive blue ocean. More often, it's a small, highly specific intersection of your value proposition, your customer's real needs, and what you can actually execute well, right now. 2. AI works best when it supports judgment — not when it replaces itRyan offers one of the clearest, most useful frames I've heard for AI and small business:Don't ask AI for big, sweeping answers.Ask it a series of small questions you can common-sense check, and let those answers ladder up.This takes longer. It requires thinking. And it keeps humans in the loop.That matters because for a small business, one AI mistake isn't annoying; it's expensive. One missed email, one misrouted opportunity, one wrong automation can cost real money.Interestingly, Ryan is also seeing large corporations pull back from “AI everywhere” toward controlled automation and fixed workflows. The lesson? We're not at the point where we can responsibly turn everything over, and pretending we are is risky. 3. Community is now a strategic advantageRyan makes a compelling case that small business owners should be in their local business community at least once every two weeks, not to network performatively, but to gut-check reality, compare notes, and stay human.Some of the most valuable insights right now are coming from people with just a few years of experience, because they're in it, learning fast, and willing to share what's actually working.You never stop learning. And you don't need decades of experience to contribute. You just need a clear point of view and an open mind. The Bigger PictureDespite uncertainty, Ryan is seeing more optimism in business than he has in years. Not blind optimism, earned optimism.As he puts it, we have more control than we realized last year. But control only matters if we use it.This is a conversation about:Staying human in an increasingly automated worldUsing powerful tools wisely instead of stupidlyShowing up—locally, imperfectly, consistently—for the world we want to createWe're the ones we've been waiting for. Connect with Ryan EdwardsCamino Five: camino5.comRyan Edwards on LinkedIn: linkedin.com/in/ryanedwardsConnect with John Batesjohnbates.comexecutivespeakingsuccess.comlivelikealeader.show This episode makes no difference without you. If you enjoyed the show, please leave a five-star rating and share it with someone who's navigating leadership, strategy, or AI right now. That's how we learn from — and support — each other on the journey. Thank you! ----- Ryan Edwards is the co-founder of Camino5, a strategy consultancy built on a simple belief: insights create strategy and strategy creates growth.With more than 15 years of experience across digital, brand, and customer experience, Ryan's career began in web design and programming before evolving into creative and CX leadership roles. Over the last decade, his work has focused on understanding how people actually engage with brands across platforms, moments, and decisions, turning that understanding into strategies that move businesses forward.At Camino5, Ryan leads work through Paired Perspective™, the firm's approach to connecting customer behavior across a fragmented landscape. The goal isn't channel optimization in isolation, but strategic clarity that enables speed, alignment, and action.Ryan has partnered with global brands including Disney, P&G, NBCUniversal, Unilever, Chase, Nike, and Kaiser Permanente, as well as high-growth startups and emerging category leaders. His work has supported multiple unicorns, driven category-defining launches, and contributed to research that led to $20M-per-month business turnarounds.Ryan works with companies that believe strategy should create momentum and that growth starts with seeing the customer clearly. --------John Bates provides 1:1 Executive Communications Coaching, both in-person and online. He also gets 92+ Net Promoter Scores for his large and small group leadership development trainings at organizations like Johnson & Johnson, NASA, Google, Intuit, Boston Scientific, and many more. Find more at https://executivespeakingsuccess.com.Sign up for his weekly micro-trainings for free at https://johnbates.com/mini-trainings and create a great leadership communications habit that makes you the kind of leader who inspires trust, loyalty, and connection.

Estamos disgustados, 😔no podemos evitarlo. La que creíamos que iba a ser nuestra exclusiva se nos ha escapado. El presidente de la Federación gallega ha anunciado la convocatoria de elecciones y por lo tanto su marcha del ente autonómico. Cuál es su futuro? En qué estado queda la federación? Qué ha hecho bien? Y sobre todo, Qué ha hecho mal? Tras un análisis de los juegos olímpicos de invierno🏂 respondemos a todas estas preguntas y dejamos en el aire un gran problema latente en la federación.😱 [29' 35''] 📈Resistencia: Tras la prueba de Camariñas y a falta de una más para completar la Copa en Muros llega el campeonato autonómico de 3h de resistencia en Vilagarcía y Gonzalo García nos avanza el recorrido y los grandes detalles que tienen preparados para todos los participantes (no os perdáis el contenido de la bolsa del corredor!). [51' 06'']🚵‍♀ Cicloross: Se acerca el final de temporada de CX con el Superprestigio resuelto y el X2O y Exact Cross a punto de acabar. Felipe Orts reluce en su mejor momento de la temporada! [58' 51''] 🚴Ciclismo Profesional: O Gran Camiño ha celebrado su presentación por todo lo alto. 5 etapas, 5 retos y mucha carne en el asador para la gran prueba gallega. Carlos Canal confirma su presencia en la Omloop Het Nieuwsblad y Alejandra Neira comienza una temporada Junior en la que tenemos muchísimas esperanzas! [1h 12' 20''] 🚵BTT: Mediterranean Epic con la presencia de Lara Lois, Supercup Massi, Internacionales Chelva.... [1h 20' 08''] 📆🎉 Calendario y sorteos: además del habitual apartado donde os contamos a donde ir y todas las novedades que hemos incluído en el calendario anunciamos los ganadores de los 2 sorteos que teníamos pendientes: Finisterrae y BTT Eurocidade! ☕️ Y recuerda: Si te gusta el podcast y quieres aportar unpoco de "fuel" puedes invitarnos a un café en https://ko-fi.com/larondepodcast

As restaurants scale, preserving hospitality becomes harder to sustain. This week on The Modern Customer, Andrew Rebhun, Chief Experience Officer at CAVA, shares how the Mediterranean fast-casual brand keeps hospitality at the center while scaling to 400+ locations. The conversation breaks down how experience leadership actually works at scale—from loyalty and social listening to team training and selective use of AI—without losing human connection. Where do you see the biggest gap today: loyalty design, social listening, or team alignment?

What's on your mind? Let CX Passport know...CX to sin. Peak-end to forgiveness. Episode 250 won't be what you're used to.This milestone episode examines how experiences actually end, and why organizations avoid designing that moment. In a wide-ranging conversation with Joe Macleod, CX Passport connects customer experience to religion, environmental responsibility, shame, and the circular economy. The conversation challenges the idea that endings are merely operational details rather than emotional and moral ones. Joe also becomes the show's first guest from Sweden, adding a perspective shaped by consensus, systems thinking, and responsibility.5 Key Insights from the EpisodeMost organizations never ask “How does this end?” as an experience, only as an operational handoffThe customer journey builds empowerment and agency, then abandons customers at the moment of exitShame appears when responsibility for disposal, data, or materials is shifted entirely to the customerReligious and cultural frameworks offer richer language for endings than modern consumer systemsPoorly designed endings damage brand memory and trust long after the relationship is overChapters00:00 Intro02:00 Designing beginnings while ignoring endings05:20 Shame vs guilt at the end of the customer journey08:40 Dark patterns, abandonment, and off-boarding11:30 Consumption and environmental responsibility13:10 Sweden, the UK, and systems thinking16:45 First Class Lounge21:30 Religion, forgiveness, and consumer psychology24:50 Buddhism, Shinto, and product endings28:00 Brand damage caused by poor endingsGuest LinksAndend website  https://www.andend.coLinkedIn  https://www.linkedin.com/in/josephmacleod/Ends (book, affiliate link): https://amzn.to/3M3zDKLEndineering (book, affiliate link): https://amzn.to/4atZWmy Ends ebook — https://www.smashwords.com/books/view/744267 25% off discount code: NCKEVEndineering ebook — https://www.smashwords.com/books/view/1116883 25% off discount code: NCKEVIntroduction to Endineering course — https://www.andend.co/introductionendineering-125% off discount code: 7D7AQF5Continue the JourneyListen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signupI'm Rick Denton and I believe the best meals are served outside and require a passport.DisclaimerThis podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

In this episode, we talk to Ian Reeves. Ian is the Managing Director of Flourish CRM, an independent, specialist CRM agency with offices in both Bristol in the UK and Dubai, where they create award-winning campaigns for clients like Nissan and Samsung.We talk about how an agency like his is, if you'll pardon the obvious pun, flourishing in the febrile world of huge holding companies like Omnicom and WPP and a martech sector that is undergoing extraordinary change. External resources:Flourish website - CLICK HEREAudio-Visual assets:Imagery: Photo by Matthew Brodeur on UnsplashMusic: Hot Thang by Daniel Fridell. CLICK HEREMusic: Don't Lie by Will Harrison. CLICK HERE

What if the fastest answer isn't the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of fixing the real problem. With guest co-host Jennie Lewis of Airship, we dig into pragmatic ways to use AI as an amplifier for empathy.We also step into hospitality, where automation has raced ahead with mobile keys, kiosks, and virtual front desks. Convenience is great—until an empty lobby at midnight changes how safe a guest feels. From solo travel realities to on-the-ground service design, we discuss how to widen the journey map beyond “check-in to room” and include the edge cases that define trust.Then we tackle dynamic pricing. There's a world of difference between rewarding loyalty and playing whack-a-mole with rates. We call out practices that feel predatory, highlight proactive offers that build goodwill, and suggest clear guardrails that prevent sticker shock.If you care about CX that feels human and scales gracefully, this conversation will sharpen your playbook. Subscribe, share with a colleague, and leave a quick review.About Jennie Lewis:Sr Manager, Customer Insights at AirshipJennie Lewis is a value-focused researcher who transforms complex data into revenue-driving narratives. An expert in quantifying CX ROI, she began as a self-taught coder automating emails for GM before leading agency teams that supported iconic brands like Marriott, Chase, and Marvel. She bridges the gap between technical data and business strategy, managing a portfolio of research results that achieve increased influenced revenue. Certified by Northwestern, eCornell, and Google, Jennie is a recognized thought leader and mentor dedicated to proving that great customer experience is a measurable driver of growth.Follow Jennie on...LinkedIn: https://www.linkedin.com/in/jennie-lewis/Articles Mentioned:- Customer service AI bots not ready for prime time, survey suggests (Consumer Affairs)- Ireckonu- 2025 year in review: What had happenend in the hospitality technology industry? (Breaking Travel News)- Asda's unhappy shoppers give boss food for thought (The Times)Resources Mentioned:Women In CX CommunityOrder your copy of Experience Is EverythingExperience Investigators WebsiteWant 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's your weekly dose of the Scoop from Tapod with all of your TA & Recruitment news from here and abroad. We cover all sorts of headlines, including…  Candidates paying recruiters in the US, MAFS is back! Companies scrambling to rehire humans, Good jobs news from the UK, Women in Tech & Finance subject to AI bias. And much more.Thanks to Indeed for partnering with us on The Scoop. 

Dans ce nouvel épisode d'Insight, nous recevons Florent Mercier, Président & Cofondateur de Square Pizza Club. Avec lui, nous explorons comment une offre food de qualité peut devenir un véritable levier pour les lieux de vie, qu'il s'agisse de bars, salles d'escalade, escape games ou espaces événementiels. Comment simplifier son intégration pour des espaces non-restaurants ? Quels bénéfices concrets pour le chiffre d'affaires  ? Enfin, comment garantir qualité et simplicité à la fois ? Florent nous explique comment une offre food bien pensée peut devenir un moteur de croissance et d'attractivité pour les lieux de vie.Hébergé par Ausha. Visitez ausha.co/politique-de-confidentialite pour plus d'informations.

"No-code is getting a lot better, and there's a lot of tools. No-code tools will soon start to drive personalisation and dynamic content. That's going to take off pretty quickly."Navigating Ecommerce Technology Trends.In the latest episode of our podcast, James and Paul share their views on how emerging technologies are reshaping the industry. From AI-driven content generation to dynamic personalisation and integrated loyalty programs, this episode offers helpful insights for anyone working in ecommerce.What you'll get:How the latest ecommerce trends are impacting which technologies ecommerce teams are investing in.Practical advice for adapting your tech stack to leverage AI and personalisation for better customer experiences.The challenges and opportunities in delivering smarter CRM and loyalty strategies.Explanation of the vendors ecommerce teams are turning to to help improve their ability to execute.Chapters:[00:30] Emerging Ecommerce Trends and Tech Priorities[03:30] AI in Content Generation and Product Data Management[06:00] AI Governance and Data Compliance[08:50] Dynamic Content and Personalisation in Ecommerce[12:20] The Evolution of CRM and Loyalty Programs[25:00] Data Analytics and Marketing Tracking AccuracyUnderstanding these trends can help you make informed decisions on where to focus your budget and how to enhance your CX.We hope you find it useful.

This episode explores how AI is transforming contact centers, balancing cost savings with better customer and employee experiences. Rick DeLisi shares new research, practical examples, and actionable strategies for leaders looking to unlock AI's full value in customer service. Essential insights for anyone in CX or digital transformation. About the guest Rick DeLisi is an author and presenter working to help companies achieve greater customer loyalty while ALSO reducing the cost of their Service operations. Titles include "The Effortless Experience" and our newest book "Digital Customer Service: Transforming Customer Experience for an On-Screen World" (published by Wiley).  Relevant links https://www.digitalcustomerservicebook.com,  https://www.linkedin.com/in/rick-delisi-1122257/ Key Take-Aways AI balances cost and experience: AI now enables companies to save costs while improving customer and employee experiences. Support frontline with AI tools: Equipping agents with AI-driven knowledge and suggestions makes their jobs easier and more effective. Personalize by issue, not person: Match the right interaction—AI or human—to the customer's specific need at that moment. Chapters 0:00 - Intro 0:35 - Career Highlights: Eliminating High Effort Customer Service 1:39 - Current Mission: Enhancing Banking Interactions with AI 2:42 - Unlocking AI Value: Beyond Cost Control 3:49 - Six AI Strategies for Contact Centers 10:09 - Automating Customer Interactions for Efficiency 17:25 - Empowering Contact Center Managers with AI Insights 21:11 - Matching AI and Human Interactions 22:53 - Use Cases: Achieving High Customer Satisfaction with AI 26:50 - The Future of Customer Service: A Celebration of Change 28:56 - Closing Thoughts and Audience Engagement Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This week on Tapod we catch up with Amy Schultz—VP Market Development – RPO at Korn Ferry, and weren't we lucky! Are workforce decisions moving closer to operations? Amy thinks so and puts up some very valid points. From best-in-breed to best-in-suite, getting real input into decision-making, taking control of retention and mobility and even TA working within different business silos.As always, it's a must-listen.Thanks to Phenom for partnering with us this month. 

ABOUT JOE BAER:Joe's LinkedIn profile: linkedin.com/in/joe-baer-4479385Websites:zengenius.com visual911.com Email: jbaer@zengenius.comBIO:Joe is the Co-Founder, Creative Director, and CEO of ZenGenius, Inc., an experiential design firm specializing in visual merchandising and event design. Headquartered in Columbus, Ohio, Joe brings over three decades of mastery in innovative leadership and creative direction to the design, visual merchandising and special events industries. He has extensive knowledge of the customer journey from working in stores for decades and is a seasoned public speaker who has traveled the world to inspire and educate others through the art of visual merchandising, design and special events.Additionally, Joe has contributed his retail know-how to multiple publications, authored The Art of Visual Merchandising: Short North, and created one of my favorite events in the retail industry the Iron Merchant Challenge, a popular interactive visual merchandising competition held annually at the International Retail Design Conference. Joe's passion for the world of design is evident in his role as President of the PAVE Global leadership board - a 501(c)(3) charitable foundation with the mission to support, connect, and inspire the next generation of professionals in the retail design, visual merchandising, and consumer environments industry. He also holds Advisory Board roles at Columbus College of Art and Design and VMSD Magazine. SHOW INTROWelcome to Episode 85! of the NXTLVL Experience Design podcast…In every episode we follow our catch phrase of having “Dynamic Dialogues About DATA: Design, Architecture, Technology and the Arts.” And as we continue on this journey, we'll have guests that are thought provoking futurists, AI technology mavens, retailers, international hotel design executives as well as designers and architects of brand experience places.We'll talk with authors and people focused on wellness and sustainable design practices as well as neuroscientists who will continue to help us look at the built environment and the connections between our mind-body and the built world around us.If you like what you hear on the NXTLVL Experience Design show, make sure to subscribe, like, comment and share with colleagues, friends and family.The NXTLVL Experience Design podcast is always grateful for the support of VMSD magazine.VMSD brings us, in the brand experience world, the International Retail Design Conference. I think 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 us to keep on talking about 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.org Today, EPISODE 85… I talk with Joe Baer of Zen Genius an experiential design firm specializing in visual merchandising and event design. Joe had spent more than 3 decades working the in the retail industry bringing visual merchandising know-how to the creation of emotionally resonant branded places. Visual merchandising is allot more than simply making things look good in a store. It's very much about 3D storytelling, sensory experiences, emotions and making places sing as Joe explains.We'll get there in a minute but... first a few thoughts…*                     *                          *                          *Monique worked in the visual merchandising departmentshe was the director there and I was the director in the interior design department our two programs ran concurrently we shared some students across our programs but we seldom actually shared lunchAnd so it was slightly strange but intriguing that she invited me to have lunch with her across the street from the college at a little Thai placeWe sat down, talked about students and then - more as a throw away - she said “they want me to go to Singapore…”And I waited for the next sentence.“But I don't really want to go to Singapore.” she said. “I'd have to leave here. I'd have to leave my son who's thinking about collage a few years and I'd really just prefer to stay in Montreal.”And then there was a silence.“Singapore?!” I said.“I don't even know where Singapore is. That's in Southeast Asia, right? ““yeah, it's like on the other side of the world.” she said.“Sounds exotic. I'd go for sure. Besides, I love Chinese food. I could eat it every day.”“Really?” she said .“Sure, why not? I'd love to go. I love the whole idea of adventure.” “Well anyway,” she said, “I don't know what they are going to do if I don't go. It's to be the Director of the visual merchandising program in an international fashion school and they've got no one else who could do it.” “No seriously, I'd go. I mean I have no idea about what you do and… I'm a guy and that means genetically I actually don't like shopping and I've only ever designed the escalator and fountain at the Eaton center. But let them know that I'd do it.”We finished lunch, climbed over the snowbank of freshly plowed snow, crossed the street to get back for afternoon classes and a few weeks later I was walking down the stairs of a plane in the stultifying humidity at Changi airport.Monday morning, I was the program Director of the Visual Merchandising Department at LaSalle International Fashion School … in Singapore… and… I had no idea what I was doing but knew my career had taken a significant and abrupt turn.The world of retail design had found me, and I never looked back for the next 20 years.Over those 20 plus years I learned from some masters in retail design and visual merchandising. I arrived in New York after a year, spent an afternoon with Gene Moore, was introduced to Peter Glenn and ended up working with Joe Weishar New Vision Studios. I spent the next four years listening to and watching Joe talk about visual merchandising practice as both art and retail strategy.For Joe Weishar visual merchandising wasn't just a display tactic but was a creative discipline that blended art, design and retail psychology. He merged visual perception and design principles and he would layout a store or a wall with the same mechanics of laying out a composition of a painting – proportions, scale, focal points. He celebrated Visual merchandising as an art form that shaped memorable experiences rather than simply placing products on the shelvesAll of those basic art principles were things that I was deeply familiar with. I had been in private art studios that my parents put me in at the age of nine because they recognized my passion for painting.I had gone to architecture school and spent the first eight years of my career doing traditional architectural projects – museums, libraries, houses, schools… that sort of thing and I taught the design same principles of scale proportion, balance, color, harmony and how you could use those things ultimately to tell a story to students in a College's interior design program in Montreal.Even in those early years of my career in the late 90s, I was learning that retail stores needed to be engaging the senses, and we should be thinking about creatively implementing textures, variations in lighting as well as sound and scent and not just focusing on what customers would experience with their eyes.I was learning that the senses were conduits for emotion and memory - that if you implemented design principles and thoughtful sensory-based visual merchandising elements correctly, that they would help to fill shopping baskets and engage customers in long-term relationships with a brand. These sorts of environments that engaged the senses would increase loyalty and invite return visits because, in the end, the store was simply a backdrop, a theater set for the full-bodied experience of a brand where main feature was the merchandise.If you thought of merchandise as elements in a composition and wrapped them in memorable display moments, it could make stores sing.This sort of thinking positioned retail as experience design rather than a purely commercial layout. The goods were a necessary part of the equation to be sure, but as I working through the foundational years of a retail design career, I saw that great retail places were more than a depository for stuff to be consumed, they had a palpable emotional resonance, they had soul. It was remarkable to me then, as a young retail architect, that we were designing with the purpose of selling…but it was more than that. Great stores fulfilled basic needs, desires and dreams. They were places for relationship building, with people as well as brands.They were story telling places that helped to message group belonging, wellbeing, connection and status. They were places where displays weren't random; they were meant to guide customers through a narrative journey. Every element was intentional, geared towards telling a brand story that invited the customer to participate in the story's unfolding.All of the effort that the designers, merchants and visual teams put into making the store wasn't just about “making it look good,” but making it work well. The design and visual strategy had to be grounded in retail metrics and customer behavior. In the end, our job as co-authors of this retail experience script was to move product.We would calculate merchandising units per square foot. We thought about how product would flow through a department from delivery to markdown and how adjacencies were critical – why groups of products were located next to what other products. We knew how many units had to sell in a department to make the financials work. There was business behind the beauty. Visual merchandising was a silent seller as author Judy Bell would say.In my early years, we didn't think too much about what happened to all the stuff after the store had aged or the season had changed. Graphics, fixtures and display items shifted along with the seasonal changes, holidays or special promotions. And a lot of it just got trashed. We began to think more deeply about the sustainability factor of our work and the impact of retail place making on our environment. It was no longer acceptable that the disposable economy would direct the design of store without any consideration for how it was eventually ending up in landfill sites. Lighting, manufacturing processes, materials, and lifecycles came under more scrutiny. These days, thinking about the sustainable nature of how we design and build stores is very much at the forefront of our thinking from the get-go.  Design firms are becoming B-Corporations whose mission is to be better stewards of our little blue dot. Along the way, teaching - both our clients as well as students in design programs - was something that never left the radar. What had been the precipitating moment - going from teacher to running a visual merchandising program at an international school in Singapore - would remain key to my professional experience. And this is where we can bring in my guest Joe Baer   into the story. Joe's story is so familiar because it is so similar. While we came to the retail world from different angles, our paths have many parallels and similarity in purpose – despite being from different orientations in the retail place-making paradigm.Joe is the Co-Founder, Creative Director, and CEO of ZenGenius, Inc., an experiential design firm specializing in visual merchandising and event design. Headquartered in Columbus, Ohio, Joe brings over three decades of mastery in innovative leadership and creative direction to the design, visual merchandising and special events industries. He has extensive knowledge of the customer journey from working in stores for decades and is a seasoned public speaker who has traveled the world to inspire and educate others through the art of visual merchandising, design and special events.Additionally, Joe has contributed his retail know-how to multiple publications, authored The Art of Visual Merchandising: Short North, and created one of my favorite events in the retail industry the Iron Merchant Challenge, a popular interactive visual merchandising competition held annually at the International Retail Design Conference. Joe's passion for the world of design is evident in his role as President of the PAVE Global leadership board - a 501(c)(3) charitable foundation with the mission to support, connect, and inspire the next generation of professionals in the retail design, visual merchandising, and consumer environments industry. He also holds Advisory Board roles at Columbus College of Art and Design and VMSD Magazine. Joe leads with passion, purpose, pure joy and believes in celebration so I see our conversation as a celebration of Joe Baer's commitment to his retail industry involvement.ABOUT DAVID KEPRON:LinkedIn Profile: linkedin.com/in/david-kepron-9a1582bWebsites: https://www.davidkepron.com    (personal website)vmsd.com/taxonomy/term/8645  (Blog)Email: david.kepron@NXTLVLexperiencedesign.comTwitter: DavidKepronPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron the Retail Studio Principal for the architecture and design firm Little (https://www.littleonline.com). He is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University.He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon. I caught up with Bryan at the SHOP Marketplace event in Charlotte and chatted about his focus on shaping what comes next in digital signage and experiential design. The NXTLVL Experience Design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production is by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners⭐⭐⭐⭐⭐Learn More About Sponsoring the Podcast Here: https://choicehacking.link/sponsor-the-podFREE 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 buyer 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 @ChoiceHacking and @BuildwithChoiceHackingWORK WITH ME✅ Corporate Training: 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/✅ Get your own Chief Business Copilot for your business by working with me one-on-one or in a group program. Get weekly live Skill Sessions, Implementation Sessions, and one-on-one time with me.Learn more about my group program here: https://choicehacking.academy/cbc/Learn more about one-on-one coaching here: https://www.choicehacking.com/coaching/✅ 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 ★

Generative AI has changed how conversations are built and experienced. Georgios Tserdanelis, VP of Conversation Design at JPMorganChase, draws on 15 years of designing voice and chat systems to explain what still holds up, what breaks and why conversation design matters more than ever.Georgios brings years of hands-on experience designing voice and chat experiences across startups and global enterprises, including JPMorganChase, Cigna and Walgreens. With a background in linguistics, he offers a grounded perspective on how human conversation actually works and why those fundamentals still matter in a world of generative AI.We explore how conversational AI has evolved from scripted IVR and NLU systems to large language models and agentic experiences. Georgios explains why many current generative AI deployments struggle with basic conversational principles such as turn-taking, acknowledgement, and context management. Georgios shares practical insights on designing effective voice and chat experiences at a massive scale in highly regulated industries, where small error rates translate into real-world risk.One of the key themes that emerges during our discussion is the changing role of the conversation designer, the balance between deterministic flows and generative systems, voice versus chat design constraints, and why silence, timing and modality choice matter as much as language itself.We also cover fraud, voice cloning, brand identity in AI assistants and how customer expectations are shifting as people get used to talking to increasingly capable machines.Show notesFollow Georgios on LinkedIn: https://www.linkedin.com/in/tserdanelis/Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimmsDownload our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.world/how-ai-agents-keep-cx-stable-when-volume-explodes/?utm_source=podcast&utm_campaign=SurgeHappensTake our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

AI is moving fast. Faster than most organisations and people can emotionally keep up with.In this special episode of Get Out of Wrap TV, I'm joined by Kathryn Simmons Porter, founder of Flourish, to explore what she calls “The Trust Paradox” – the growing tension between rapid AI adoption and the human emotions it triggers inside contact centres.We talk openly about:Why AI isn't replacing people – but changing themThe emotional responses agents experience when AI is introduced known as AI griefWhy trust, transparency and purpose matter more than everHow emotional intelligence (EQ) is becoming a core business capability, not a “soft skill”The real cost of absenteeism, disengagement and poorly handled AI rolloutsWhy leaders must focus on people readiness, not just tech readinessKathryn brings nearly 30 years of contact centre experience and a deep understanding of emotional intelligence, blending practical insight with real-world examples including how AI has personally impacted her own family.If you're responsible for CX, EX, contact centre strategy or AI transformation, this conversation will challenge how you think about success in the age of automation.

As a marketing leader, you often spend so much time on the strategies and tactics that keep your brand growing that it's difficult to keep up with what's going on in the background with the platforms and the companies behind them. While agility requires a flexible technology stack, it also requires a leadership mindset that can distinguish market noise from genuine strategic opportunity, and filter out the hype to understand the shifts that can impact customers and the bottom line. The ability to pivot your people, processes, and platforms in response to major market shifts is no longer a nice to have, but rather a competitive advantage. Today, I'm excited to talk with our 2026 Resident Expert on the CX and MarTech platform landscape. We're going to focus on the business and business opportunities that mergers, acquisitions, and big moves in the market provide to these platforms' customers. Our focus today is going to be a recap of market activity in 2025 with an eye towards what to expect in 2026. To help me discuss this topic, I'd like to welcome, Bill Staikos, Founder at Be Customer Led.About Bill Staikos Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos/ Resources Be Customer Led: https://becustomerled.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile 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 Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://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 is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

How do you keep growing fast without breaking your business?In this Owned and Operated supercut, John Wilson pulls together his favorite moments from recent conversations on what actually snaps when you scale: cash, leadership bandwidth, and the frontline experience that drives revenue.You'll hear why growth is expensive (in trucks, infrastructure, and overhead), how disciplined operators reinvest instead of upgrading their lifestyle too early, and why “the war is won inside the home” no matter how good your dashboards look.If you're running HVAC, plumbing, electrical, or roofing and feeling the strain of growth, this episode gives you the frameworks—and the hard truths—to keep momentum without chaos.In this episode, you'll learn:Why growth consumes cash (and how to plan for it)The “overhead body” you must build early: leadership, CX, SG&A, marketing, purchasingHow owners stall out by pulling cash too early (the lifestyle trap)Why playbooks beat ego: don't reinvent the wheel (Nexstar and more)Why frontline obsession matters more than dashboardsHow onboarding + clear pay plans create a culture that performsConnect: John Wilson: https://x.com/WilsonCompanies

Fraud prevention is often framed as a battle against criminals, but what happens to the customer along the way?In this episode of Scam Rangers, host Ayelet Biger-Levin sits down with Marti DeLiema, a researcher at the University of Minnesota, to explore the human impact of scam prevention and fraud interventions and the unintended consequences that can emerge when protection efforts aren't designed with empathy and care.While fraud teams work tirelessly to stop money from flowing to criminals, this conversation shines a light on what happens after an intervention is triggered: how customers experience account restrictions, investigations, and confrontational moments and how those experiences shape trust, retention, and long-term relationships.This episode is a must-listen not only for fraud and frontline teams, but also for digital banking, customer experience, marketing, growth, and retention leaders who may not always see what happens on the fraud front lines, yet own the customer relationship that follows.What You'll Learn Why scam prevention is a cross-functional customer experience moment, not just a fraud decision How well-intended interventions can make victims feel blamed, criminalized, or pushed away The emotional impact of scam prevention on individuals and families How trust, dignity, and autonomy factor into fraud decisions Why the way institutions intervene can influence attrition and long-term loyalty What digital, CX, and marketing teams need to understand about fraud moments they don't always seeFeatured GuestMarti DeLiemaMarti DeLiema is an Assistant Professor and Gerontologist at the University of Minnesotawhose. Her work focuses on aging, financial exploitation, scams, and the human impact of fraud prevention efforts. Her research examines how individuals experience fraud interventions and what institutions can do to protect people while preserving trust and dignity.https://www.linkedin.com/in/marti-deliema-95323535/About the HostAyelet Biger-Levin is the Founder and CEO of RangersAI and the host of Scam Rangers, a podcast exploring the human side of scams and the people working to protect consumers from financial and emotional harm.Through her work at RangersAI and her leadership within the Global Anti-Scam Alliance, Ayelet partners with financial institutions, policymakers, and advocates to elevate scam prevention beyond controls and technology toward trust-based, customer-centric protection.Be sure to follow her on LinkedIn and reach out to learn about her additional activities in this space:https://www.linkedin.com/in/ayelet-biger-levin/RangersAI: https://www.rangersai.com/

Summary Are your rising customer acquisition costs eating into profits while your NPS surveys gather dust? Discover Earned Sales Growth (ESG)—the game-changing customer experience metric that tracks how much revenue comes from customers you've earned through loyalty and referrals versus customers you've bought through advertising. In this episode of the Customer Service Revolution podcast, customer experience expert John DiJulius reveals why traditional surveys are broken (response rates now in single digits) and introduces the Return on Experience (ROX) Dashboard—a proven system that directly links CX investments to measurable revenue growth. What You'll Learn: Why NPS is failing: Survey fatigue has crashed response rates, and founder Fred Reichheld now advocates for Earned Growth Rate instead The ESG formula: How to calculate what percentage of your revenue comes from repeat customers and referrals vs. paid advertising Real results: How injury attorney firm Carter Mario increased earned growth from 30% to 68% in 5 years—slashing advertising costs by half Hot vs. cold leads: Why referred customers (hot leads) close faster, spend more, and have zero price sensitivity compared to ad-driven prospects Implementation guide: The CRM requirements and tracking systems needed to measure ESG by department, location, and individual employee The 3-lead framework: Understanding cold (outbound), warm (ad-driven), and hot (referral) customers and their dramatically different close rates Key Takeaways: "Discount is the tax you pay for having an average experience. Are you a coupon away from losing your customers?" - John DiJulius Companies spending 6-7% of revenue on advertising could cut that to 3.5% by focusing on earned growth Top customer experience companies consistently outperform the S&P 500 in stock performance Every employee should know their personal ESG score and be held accountable to it ESG works across industries—even businesses without repeat customers (injury attorneys, funeral homes, car dealers) can leverage referrals Perfect For: Customer Experience Directors and VPs Chief Customer Officers Marketing leaders tired of rising CAC CEOs and CFOs seeking measurable CX ROI B2B and B2C service businesses with CRM systems Featured Resources: Customer Experience Executive Academy (CXEA) 12-month certification program Return on Experience (ROX) Dashboard framework ROX Template Interview with Fred Reichheld on "Winning on Purpose" Carter Mario personal injury attorney case study Stop measuring intent. Start measuring impact. Learn how to build a business that compounds in equity, not effort, by tracking the one metric that proves your customer experience is actually working. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Rob Joubert is the founder and CEO of Boomerang BPO. He is based in Cape Town, South Africa. 2025 was the 20th anniversary year for Boomerang, so at the end of the year Peter Ryan called Rob to talk about BPO and CX trends and what it takes to build a successful BPO operation from the ground up. 20 years into the journey, what has Rob learned about what clients want from a BPO partner in the 2020s?  https://www.linkedin.com/in/robert-joubert-89176011/ https://boomerangbpo.com/  

On this special episode of Tapod, we sit down with Lauren Anderson – Senior Strategic Advisor from Indeed to talk about the upcoming Indeed Futureworks In Melbourne on February 19. The theme is ‘Betterverse' how can  we leap forward into the technological future while focusing on the purpose of all of this progress which is to make hiring better? From Lego professionals to Indeed's chief economist to a ‘real life' astronaut, Futureworks is the hottest ticket in town and for your chance to win a seat check out the link in the comments!

Recorded live at Pocket Gamer London, Greg sits down with Hill from Checkstep for a wide ranging conversation on trust and safety, AI powered content detection, parenting in a gaming household, and why moderation is no longer just about removing harm.Hill shares her journey from data analyst to GTM leader in trust and safety, how Checkstep is building on top of the rapidly evolving AI ecosystem rather than competing with it, and why “build vs buy” decisions are becoming existential for modern studios.They explore:• What trust and safety really means for multiplayer games and UGC platforms• Why content detection is replacing traditional moderation language• How large language models are changing speed to value for studios• Where humans still matter in AI driven workflows• Detecting grooming and harmful behavior without exposing moderators to trauma• Why keystroke detection and behavioral patterns are becoming new signals• The real ROI conversation studios want proof on• Promoting positive player behavior instead of only policing bad actors• Parenting in a gaming household and how Greg thinks about kid safe play• Why balance beats bans when raising young players• Continuous learning, newsletters, and staying sharp in fast moving industries• What success looks like for startups scaling with investors• Hill's 2026 goals and growing meaningful industry partnershipsThe conversation blends operator level insight with personal stories, from renovating bathrooms at night to Wordle streaks and Goat Simulator family sessions.If you care about LiveOps, community health, AI in CX, or building safer game ecosystems at scale, this episode is for you.

Great customer experience doesn't lose customers to competitors—it loses them to apathy. And it creates superfans when ownership of the experience is clear. In this episode of The Modern Customer, customer experience speaker and author Brittany Hodak explains what actually turns customers into superfans—and why tools, automation, and AI alone aren't enough. Drawing on her work with organizations like American Express, Benihana, and Keller Williams, she shows why ownership, accountability, and human judgment drive lasting loyalty.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #276, we welcomed Todd Breton from Hippo Insurance & Eileen Potter from Smart Communications to talk through CX's role in the insurance industry. Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience.500,000+ homeowners are insured today by Hippo with 70+ insurance carrier partners to boot. In this episode, Todd, Eileen and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that their teams think through on a daily basis to build world class customer experiences.**Episode #276 Highlight Reel:**1. Technology's role in the insurance industry2. How AI is changing the insurance space 3. Why most insurance companies are doubling down on CX4. Relationships still matter for most insurance customers5. The future of insuranceClick here to learn more about Todd BretonClick here to learn more about Eileen PotterClick here to learn more about Smart CommunicationsClick here to learn more about Hippo InsuranceHuge thanks to Todd & Eileen for coming on The CXChronicles Podcast and featuring their work and efforts in pushing the way that customer experience fits inside of the insurance industry in the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

What's on your mind? Let CX Passport know...Metrics are useful. Until they become the destination instead of the signal.In this episode, Frances Chapireau joins CX Passport to talk about what happens after measurement. The conversation focuses on turning market research into insight and insight into decisions that actually influence the business.This is a practical discussion about dashboards, interpretation, and the discipline required to move beyond reporting. It is about understanding customers well enough to act, not just measure.Key InsightsMetrics describe outcomes, not underlying needMarket research only matters if it informs decisionsDashboards can distance teams from customer realityInsight comes from synthesis, not volumeCX maturity shows up in how organizations act on what they learnCHAPTERS00:00 Welcome and episode framing02:34 Frances' background and path into CX06:12 Market research versus performance metrics11:05 Where dashboards help and where they fall short17:48 Turning data into usable insight19:33 First Class Lounge24:30 What organizations miss when they chase numbers31:10 Making insight relevant to decision makers38:22 Practical advice for CX teams trying to go deeper43:55 Closing thoughtsGuest LinksFrances Chapireau on LinkedIn  https://www.linkedin.com/in/frances-chapireau-62644b38/Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signupI'm Rick Denton and I believe the best meals are served outside and require a passport.Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What if the fastest way to beat your competitors isn't a new feature, but a better feeling at every step of the journey? In this episode, we explore how experiential innovation—improving how customers move, decide, and feel—outperforms price wars, builds trust, and turns small moments into big wins.Using the CXI Navigator, we break down how leaders align clear intent, cultural commitment, and real customer behavior to reduce friction and increase reassurance. From Uber and Netflix to B2B organizations like Vanguard, the pattern is consistent: spot hesitation, simplify paths, and guide people forward with confidence.With data showing customers will abandon even beloved brands after a single bad experience, the stakes are clear. This conversation shares practical ways to design calmer, clearer journeys that drive loyalty, speed, and long-term growth. Subscribe for more practical experience strategies, share this with a teammate who owns a part of the customer journey, and leave a review.Resources Mentioned:Learn more about CXI Membership™ and apply -- CXIMembership.comOrder your copy of Experience Is Everything -- experienceiseverythingbook.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's time for the Scoop from Tapod with all of your weekly TA & Recruitment news from here and abroad. We cover all sorts of headlines, including… the latest on redundancies, the government announces 30,000 – that's right 30,000 new casual roles across Australia, the latest on return to office, is the 4-day work week quietly eroding productivity? Hiring times pushing out, Gen Z optimistic about career prospects And much more.Thanks to Indeed for partnering with us on The Scoop. 

On this episode of Human Centered, host Nick Brunker welcomes back VML Chief Innovation Officer Brian Yamada for their annual post-CES download. This year, the conversation moves past the initial hype of AI to explore its practical evolution into "Agentic AI" -- technology that doesn't just generate content, but executes tasks and negotiates purchases on your behalf. Nick and Brian discuss the shift toward ambient computing (where tech disappears into the background), the transition from companion robots to functional "butler" bots, and the exploding trend of longevity health tech. They also dive into the complex future of commerce, debating how brands must adapt when they are no longer marketing to humans, but to the machines representing them.Explore VML's top takeaways from CES 2026 here.You can follow Nick Brunker on LinkedIn and X.

In this episode of CX Insider, we're joined by Monika Kashyap (HSBC) to explore how augmented AI helps teams make better decisions—and why, by 2030, commercial banking will be more proactive and personal than ever. We dig into AI-led omnichannel journeys, real-time personalisation, and what it takes to move from reactive service to proactive, value-adding CX.

I have a pleasure to work with CX industry since late 90s of previous century. I remember the times when first call contact centres were built in Poland and started to grow. Now, in 2026, the CX industry is very well developed and supports clients from all around the World.To do so it is crucial to employ foreigners and also local people with language skills.Few years ago I have met managers from Foundever company, a global organization who provides CX services from many countries. They are also present in Poland in few locations and employ people of over 80 nationalities.How does the recruitment of foreigners look like? What needs to be taken into consideration? Is it easier to recruit German speaking person or perhaps someone who speaks other languages?Those and many more questions I asked Danuta, Manzura and Oskar from Foundever Poland.Grab a coffee and listen how employing foreigners looks like.Enjoy listening.Links:Danuta Oleśkiewicz on Linkedin - https://www.linkedin.com/in/danuta-oleskiewicz/Manzura Sabzalieva on Linkedin – https://www.linkedin.com/in/manzurasabzalieva/Oskar Stawowski on Linkedin – https://www.linkedin.com/in/oskar-stawowski/Foundever – https://foundever.com/pl/Recruitment in Foundever - https://jobs.foundever.com/content/Find-a-Job/Foundever on Instagram - https://www.instagram.com/foundever_poland/Foundever on Linkedin - https://www.linkedin.com/company/foundever/  ****************************    My name is Wiktor Doktór and on daily basis I run Pro Progressio Club - https://proprogressio.com/en/activity/pro-progressio-club/1 - it's a community of many private companies and public sector organizations that care about the development of business relations in the B2B model. In the Good Morning BSS World podcast, apart from solo episodes, I share interviews with experts and specialists from global BPO/GBS industry.If you want to learn more about me, please visit my social media channels:YouTube - https://www.youtube.com/c/wiktordoktorHere is also link to the English podcasts Playlist - https://bit.ly/GoodMorningBSSWorldPodcastYTLinkedIn - https://www.linkedin.com/in/wiktordoktor  You can also write to me. My email address is - kontakt(@)wiktordoktor.pl    ****************************    This Podcast is supported by Patrons:Marzena Sawicka https://www.linkedin.com/in/marzena-sawicka-a9644a23/ Przemysław Sławiński https://www.linkedin.com/in/przemys%C5%82aw-s%C5%82awi%C5%84ski-155a4426/Damian Ruciński https://www.linkedin.com/in/damian-ruci%C5%84ski/Szymon Kryczka https://www.linkedin.com/in/szymonkryczka/Grzegorz Ludwin https://www.linkedin.com/in/gludwin/Adam Furmańczuk https://www.linkedin.com/in/adam-agilino/Anna Czyż - https://www.linkedin.com/in/anna-czyz-%F0%9F%94%B5%F0%9F%94%B4%F0%9F%9F%A2-68597813/Igor Tkach - https://www.linkedin.com/in/igortkach/Damian Wróblewski – https://www.linkedin.com/in/damianwroblewski/Paweł Łopatka - https://www.linkedin.com/in/pawellopatka/Ewelina Szindler – https://www.linkedin.com/in/ewelina-szindler-zarz%C4%85dzanie-mark%C4%85-osobist%C4%85-0497a0212/Wiktor Doktór Jr - https://www.linkedin.com/in/wiktor-dokt%C3%B3r-jr-916297188/Agata Stolarz - https://www.linkedin.com/in/agata-stolarz/Hubert Antczak - https://www.linkedin.com/in/hubert-antczak/Once you listen, give a like, subscribe and join Patrons of Good Morning BSS World as well. Here are two links to do so:Patronite - https://patronite.pl/wiktordoktorPatreon - https://www.patreon.com/wiktordoktor  Or if you liked this episode and would like to buy me virtual coffee, you can use this link https://www.buymeacoffee.com/wiktordoktor  - by doing so you support the growth and distribution of this podcast.Become a supporter of this podcast: https://www.spreaker.com/podcast/good-morning-bss-world--4131868/support.

Como reduzir custos operacionais de atendimento escalando para o digital sem comprometer a qualidade da experiência? Neste episódio, Silvana Queiroz, Head de Inovação Digital no Grupo Fleury, compartilha como liderou a transformação digital do CX em um mercado complexo como o de saúde, migrando metade dos agendamentos para canais digitais sem perder a qualidade do atendimento. Ela revela os desafios de equilibrar automação com humanização, superar resistências internas e externas, e engajar times na construção de uma experiência escalável. Ficou curioso? Então, dê o play! Assuntos abordados: Saturação e custos do canal telefônico; Estratégia de agendamento digital; Evolução de canais: site, app, chat e WhatsApp; Digital x humano: quando automatizar em CX; Redução de fricção e testes rápidos; Resistência de clientes ao digital na saúde; Autonomia e engajamento de times; Superando resistência interna à mudança; Métricas de CX: adoção, eficiência e ROI; Parceria entre times internos e externos; Futuro: IA, automação e personalização em escala. Links importantes: Newsletter Dúvidas? Nos mande pelo Linkedin Contato: osagilistas@dtidigital.com.br Os Agilistas é uma iniciativa da dti digital, uma empresa WPPSee omnystudio.com/listener for privacy information.

This week on Tapod we catch up with Gareth Flynn—Talent & Workforce Expert and Founder & CEO at TQ Solutions. As we all try to make sense of the past 18 months and what to expect into 2026. The only thing we can be really sure of is that things will continue to change and at an incredibly rapid rate. We talk deeply about AI, the geopolitical state of play, the great convergence, task intelligence, and a heap in between. There is so much to unpack here, and it affects all of us.  Thanks to Phenom for partnering with us this month. 

This week on America on the Road, Jack Nerad puts Mazda's new 2026 CX-70 Turbo S Premium to the test, while Chris Teague drives Volvo's smallest and quickest electric SUV, the 2026 Volvo EX30. Jack and Chris also break down the top stories shaping today's car market, from Tesla's big shift in the way it charges for driver-assistance features to Volvo's bold claim that its new EX60 electric SUV can finally put range anxiety to rest. In addition, the show digs into the growing strain of auto loan debt across generations and a controversial federal court ruling that requires that taxpayer funds be spent on electric-vehicle infrastructure.

⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners⭐⭐⭐⭐⭐Learn More About Sponsoring the Podcast Here: https://choicehacking.link/sponsor-the-podFREE 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 buyer 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 @ChoiceHacking and @BuildwithChoiceHackingWORK WITH ME✅ Corporate Training: 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/✅ Get your own Chief Business Copilot for your business by working with me one-on-one or in a group program. Get weekly live Skill Sessions, Implementation Sessions, and one-on-one time with me.Learn more about my group program here: https://choicehacking.academy/cbc/Learn more about one-on-one coaching here: https://www.choicehacking.com/coaching/✅ 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 ★

HBX Group sits in the middle of one of the most complex customer service chains in travel. A single issue can span a traveller, a travel agent, a global booking platform and a hotel on the other side of the world.In this episode, we explore how HBX Group is leveraging artificial intelligence to transform its global customer service operations with Xavier Godoy Moya, Customer Experience & Automation Director, and Adam Tinsley, Global Customer Service Director.We break down how HBX uses AI-driven classification to triage hundreds of thousands of monthly cases across voice, chat, email and ticketing systems. The team explains how generative models replaced traditional intent-matching systems, enabling accurate routing across more than 70 case types while supporting deterministic safeguards required at operational scale.Adam and Xavier share results across several key use cases, including an AI classification system that accurately categorises customer inquiries into 70 different intents, automated handling of common requests such as booking confirmations and cancellations, and an innovative workflow that can automatically communicate with hotels on behalf of agents. Their real-time translation solution has enabled 24/7 service across 13 languages, dramatically expanding their global support capabilities.We also discuss their approach to agent training, which includes an AI simulation system that lets new staff practice handling customer conversations at varying levels of difficulty before taking real calls.The episode closes with measured business outcomes, including faster case resolution, growing automation rates, operational insights unlocked through AI-native reporting and the next wave of experimentation around sentiment-aware routing and more adaptive voice experiences.Show notesFind out more about HBX Group: https://www.hbxgroup.comFollow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimmsDownload our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.world/how-ai-agents-keep-cx-stable-when-volume-explodes/?utm_source=podcast&utm_campaign=SurgeHappensTake our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

Shoot us a Text.Episode #1255: Waymo gains ground on rideshare rivals as Tesla undercuts them all. A global study shows bad CX drives customers away faster than high prices. And automakers pull back from Super Bowl ads, choosing more flexible, efficient buys.Only two automakers — Toyota and Cadillac — are confirmed for Super Bowl 2026, as most brands step away from the pricey event. Facing budget pressure and chasing efficiency, car companies are shifting spend to longer campaigns across other live events.Brands like Ford, BMW, Kia, Honda, Nissan, and Stellantis are sitting it out, citing affordability and better ROI elsewhere.With a $9 million price tag per 30 seconds plus production, the Super Bowl is losing appeal amid industry cost pressures.Automakers are turning to the Olympics, World Cup, and NBA All-Star Game for more cost-effective, multi-week campaigns.“There's no secret that the premium of being in the Super Bowl certainly would come at the expense of having some additional investment,” said Sean Gilpin, Hyundai CMO.Waymo is becoming a real contender in ride-hailing while Tesla goes for a classic price war play. A new Obi study compares autonomous and traditional services, showing a market reshaping rapidly — especially in San Francisco.Waymo's robotaxi pricing has dropped and is now only 12.7% more than Uber and 27.3% more than Lyft, compared to 30–40% higher in mid-2025.Tesla Robotaxi leads on price at just $8.17 per ride, but lags with 15.32-minute average wait times.Obi CEO Ashwini Anburajan: “They're using the playbook that Uber and Lyft used... and we know that playbook works."Consumers now prioritize customer experience over price with 59% abandoning a brand after one bad experience versus 55% fleeing due to price hikes, according to a global Havas CX study. Consistency and emotional connection are key drivers of loyalty.A global survey of 59,000+ shoppers shows experience matters more than cost — more consumers ditch brands after poor service than high prices.Consistent, seamless experiences across digital and physical channels top what customers value most.Emotional connection and personalization now weigh as heavily as functional efficiency in shaping CX.“Loyalty can only be earned by delivering unwavering consistency, authentic personal connection, and experiences that create lasting emotional memories,” says David Shulman.This episode of the Automotive State of the Union is brought to you by Amazon Autos: MeetJoin Paul J Daly and Kyle Mountsier every morning for the Automotive State of the Union podcast as they connect the dots across car dealerships, retail trends, emerging tech like AI, and cultural shifts—bringing clarity, speed, and people-first insight to automotive leaders navigating a rapidly changing industry.Get the Daily Push Back email at https://www.asotu.com/ JOIN the conversation on LinkedIn at: https://www.linkedin.com/company/asotu/

In this thoughtful episode of The Simple and Smart SEO Show, Crystal chats with fellow SEO expert Crystal Ortiz, founder of Socialhart. With over a decade of experience in digital marketing and a background in education, Crystal O. shares her journey from retail to SEO consulting and why connecting with customers is more powerful than any ranking algorithm. They explore the intersection of SEO, AI, customer experience, and basic business fundamentals, revealing why treating SEO like a tool—not a strategy—is key to sustainable online success.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #275, we welcomed Sagi Reuven, Chief Revenue Officer at Deepdub based in Tel Aviv, Israel. Deepdub is the enterprise voice infrastructure powering AI in production. Deepdub built their credibility in the most demanding voice environments in the world: Hollywood studios, global broadcasters, and premium content pipelines where voice quality, emotional accuracy, and reliability are non-negotiable.Deepdub enables zero-shot voice cloning, voice-to-voice, ADR, accent control, and ultra-low latency delivery designed for systems that operate live, at scale, and in front of real customers.Get started here> https://deepdub.ai/ FYI even better if you let them know that CXC sent you their way!In this episode, Sagi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #275 Highlight Reel:**1. Personalize for problems, not people.2. Keeping top talent by building smarter teams3. AI's impact on leadership & strategy4. The Partnership Economy is here5. Changes to prepare for in the work placeClick here to learn more about Sagi ReuvenClick here to learn more about DeepdubHuge thanks to Sagi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Send us a textIn this episode of Navigating the Customer Experience, we sit down with Mark Fithian and Jeff Rosenberg, cofounders of WideOpen, a strategic customer experience (CX) consulting firm, and authors of the book The CX Imperatives: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. With more than 30 years of experience each, Mark and Jeff bring deep insight from working across industries including healthcare, technology, automotive, consumer goods, and professional services.Mark and Jeff share their professional journeys and the “red thread” that has guided their careers: a commitment to understanding customers as humans, not just data points. From early roles in marketing, operations, and consulting, both authors describe moments when they realized organizations often make decisions without considering how customers truly experience them. That realization ultimately led to the founding of WideOpen and the development of the frameworks outlined in their book.The conversation centers on The CX Imperatives and its purpose as a practitioner's guide for CX leaders and professionals who already care about customer experience and want to embed customer centricity across the enterprise. Rather than focusing on one-off “wow moments,” the book emphasizes creating consistent, meaningful experiences across the entire customer journey that align with business strategy and drive growth and innovation. Importantly, the authors stress that the principles are industry-agnostic, applicable to both B2B and B2C organizations of all sizes.Mark outlines the book's five strategic CX practices:Insights – deeply understanding customers as emotional, human beings, not just metrics;CX Strategy – aligning customer insights with business objectives to focus effort where it matters most;Blueprinting – translating strategy into operationally actionable designs;Operating Model – enabling cross-functional collaboration through roles, processes, and shared accountability; andCulture – ensuring employees understand, believe in, and are equipped to deliver the intended experience.Through real-world examples, including healthcare, Mark and Jeff demonstrate how engaging frontline employees and embedding CX into culture can generate both tangible outcomes (cost savings, growth initiatives) and intangible benefits (employee ownership, sustainability, and trust).The discussion also explores the connection between internal culture and external customer experience, with both guests agreeing that consistently poor CX is often a symptom of internal organizational challenges. They share practical advice for CX leaders navigating varying levels of leadership support, emphasizing the importance of meeting stakeholders where they are and addressing resistance with empathy and clarity.To bring CX to life, Mark and Jeff each share standout customer experiences—from thoughtful airline journey improvements to an unexpectedly empowering healthcare onboarding experience—illustrating how intentional design can transform how customers feel.The episode wraps with personal insights into the tools, books, and mindsets that inspire them today, reflections on why this is an exciting time for the CX discipline, and where listeners can connect with them and learn more about their work, workshops, and book.This episode is a must-listen for leaders and practitioners looking to move beyond surface-level CX and build customer-centered enterprises that deliver sustainable value for both customers and the business.

Customer experience leaders face a familiar tension: do we put employees first or customers first? As organizations scale and adopt AI, that question becomes operational. In this special takeover episode of The Modern Customer Podcast, Jacob Morgan shares insights from The 8 Laws of Employee Experience, based on research with more than 100 CHROs. He explains why CX and EX operate as one system—and how leadership decisions behind the scenes shape customer outcomes. This conversation gives CX leaders a practical, systems-level lens to strengthen trust, consistency, and performance as AI raises the stakes. 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. 

What's on your mind? Let CX Passport know...B2B customer experience is often treated like B2C with bigger contracts and longer sales cycles. That shortcut causes real problems. In this episode, Rick talks with Kári Thor Runarsson about why B2B CX needs its own thinking, its own metrics, and far more attention to relationships that quietly drift long before renewal.Kári has spent his career in B2B, including startups and non-tech industries, questioning borrowed frameworks and shallow measurements. The result is a grounded conversation about silence, contracts, commoditization, and why experience is often the only real differentiator left.Key TakeawaysB2B decisions involve multiple stakeholders with competing success metricsSilence is one of the strongest churn signals in B2B relationshipsNet Promoter Score breaks down quickly in complex B2B environmentsCustomer experience becomes decisive as industries commoditizeStartups often overestimate how well they understand customer dissatisfactionCHAPTERS00:00 Introduction and first Iceland-based CX Passport guest 02:00 Marketing and CX are more fluid than organizations admit 04:50 What B2B leaders misunderstand about customer experience 07:45 Silence, contracts, and how churn really starts 10:40 Stakeholders, misaligned objectives, and missed signals 14:20 CX maturity across regions and markets 16:00 First Class Lounge 20:30 Why CX matters most outside of tech and SaaS 24:20 Where B2C thinking hurts B2B CX efforts 27:00 CX advice for B2B startups 28:50 Where to find Kári and closing thoughtsGuest LinksKári Thor Runarsson on LinkedIn https://www.linkedin.com/in/karithor/Cliezen: https://www.cliezen.comListen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signupI'm Rick Denton and I believe the best meals are served outside and require a passport.Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

Ever feel like your journey map leaves teams on the sidelines? In this episode, we explore a practical way to make customer journey mapping more inclusive without losing the customer's voice. We reframe journey mapping as a verb—one that engages cross-functional partners, incorporates frontline insight, and is grounded in customer data—while keeping the focus on real customer moments like triggers, actions, emotions, and outcomes (not org chart debates).From there, we introduce service blueprinting as the execution layer that turns insight into action. You'll hear how blueprinting clarifies what happens front stage and backstage, and how people, processes, systems, and tools support—or hinder—the experience you're trying to deliver.Along the way, we share practical tips for building alignment and shared ownership: inviting stakeholders who felt left out, defining goals that cut across teams, and tying internal decisions to customer outcomes. We also discuss the constraints and gaps that surface when teams blueprint together, plus the kinds of measurable improvements you can expect. Whether you're refreshing an existing map or pairing it with your first blueprint, this conversation offers grounded guidance for creating clarity, momentum, and more connected CX work.Have a question you want us to tackle next? Leave it at askjeannie.vip, explore more tools inside our CXI Membership, and pre‑order Experience Is Everything to deepen your practice. If this conversation helped, follow the show, share it with a teammate, and leave a quick review to support the community.Resources Mentioned:Learn more about CXI Membership™ and apply -- http://CXIMembership.comCustomer​​ Service Blueprinting [LinkedIn Learning Course] -- https://bit.ly/lilblueprintCustomer Experience: Journey Mapping [LinkedIn Learning Course] -- https://bit.ly/liljourneymapOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Marbue Brown defines customer obsession versus customer focus. He explains you start with the customer and work backwards. He contrasts companies that work backwards from product or profits. He draws on Amazon practices where the question, "what is the competition doing?" rarely comes up. He outlines five levels on the customer obsession continuum: customer indifferent, aware, focused, centric, and obsessed.  He gives cultural examples like hashtag thank you Thursday used by leaders to recognize employees and reinforce customer priorities across the organization. Marbue explains tools to measure and act on customer obsession. He describes the customer obsession barometer built with Dr. John Hughes. It scores nine practices from his book Blueprint for Customer Obsession. The barometer separates top tier companies and identifies "obsessed customers" who recommend and repurchase. He gives Chase as a success story. Chase links employee obsession with customer results through listening, rapid actioning of feedback, branch visits, and recognition.  About Marbue Brown Marbue Brown is founder of The Customer Obsession Advantage, a firm dedicated to helping companies achieve transcendent business results through Customer Obsession. He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com's most significant mechanisms it uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy. Relevant links:  www.customerobsession.net Chapters:  0:00 - Intro 0:35 - Career Highlights and Key Achievements 4:13 - Winning in Customer-Centric Roles 9:13 - Understanding Customer Obsession 11:42 - Customer Obsession Continuum Explained 16:45 - Measuring Customer Obsession with Barometer 22:11 - Success Story: Chase's Customer and Employee Focus 32:53 - Key Takeaways on Customer Policies 35:12 - Conclusion and Farewell   Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/