Podcasts about employee experience

#thePOZcast is proudly brought to you by Fountain - the leading enterprise platform for workforce management. Our platform enables companies to support their frontline workers from job application to departure. Fountain elevates the hiring, management, and retention of frontline workers at scale.To learn more, please visit: https://www.fountain.com/?utm_source=shrm-2024&utm_medium=event&utm_campaign=shrm-2024-podcast-adam-posner.Thanks for listening, and please follow us on Insta @NHPTalent and www.youtube.com/thePOZcast For all episodes, please check out www.thePOZcast.com SummaryIn this conversation, Randy Shacka shares his remarkable journey from a marketing intern to Two Men and a Truck president. He discusses the foundational values instilled by his parents, the importance of internships in shaping his career, and the challenges of building a brand from the ground up. Randy emphasizes the significance of leadership, resilience, and establishing a clear vision for the future, all while maintaining a people-first approach in business. In this conversation, Randy discusses his journey as a leader at Two Men and a Truck, sharing insights on navigating leadership challenges, enhancing customer experience, and the importance of hiring for cultural fit. He emphasizes the need for agility in meeting customer demands and the significance of data-driven decision-making in franchise management. Randy also reflects on the brand's expansion with Two Men and a Junk Truck, addressing the challenges and opportunities of growth. He concludes by sharing his personal definition of success, which revolves around paying it forward and helping others grow.Takeaways- Randy's journey from intern to president showcases the power of hard work and perseverance.- Values instilled by parents play a crucial role in shaping leadership styles.- Internships provide critical exposure to both what one enjoys and what one does not.- Building a brand requires grassroots efforts and a strong community presence.- Leadership involves understanding and addressing the needs of team members and franchisees.- Establishing a clear vision is essential for guiding a growing organization.- Navigating challenges requires resilience and a focus on core values.- The importance of listening and seeking to understand in leadership roles.- Creating a culture of care and compassion can drive organizational success.- Continuous improvement and innovation are key to staying relevant in business. - Listening to customers is crucial for success.- Agility in meeting customer needs is essential.- Hiring for cultural fit is more important than skills alone.- Interviewing should focus on values and team dynamics.- The hiring process must be intentional and communicative.- Data-driven decisions enhance operational efficiency.- Franchise consistency is vital for brand reputation.- Expanding the brand requires careful consideration and strategy.- Success is defined by the ability to help others grow. Chapters00:00 Introduction to Randy Shaka's Journey02:49 Foundations of Values and Work Ethic05:49 The Internship Experience and Career Beginnings09:02 Building a Brand from the Ground Up11:57 Leadership and Navigating Challenges15:06 Establishing a Vision for the Future24:02 Navigating Leadership Challenges26:02 Enhancing Customer Experience26:59 Hiring Philosophy and Culture Fit29:56 Interviewing for Values and Team Dynamics32:00 Innovations in Hiring Process33:49 Data-Driven Decision Making35:55 Franchise Consistency and Accountability39:02 Expanding the Brand: Two Men and a Junk Truck41:51 Leadership Concerns and Future Outlook43:55 Defining Personal Success   

Hey CX Nation,In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI. **Episode #261 Highlight Reel:**1. CXC IRL Interviews from CCW Las Vegas 20252. Learnings from 250+ leading solution providers in customer contact3. Things that are top of mind for CX/CS/Support executives4. Improving your customer experience & building alongside AI for the future5. Examples of world-leading AI companies/solutions to keep your eyes onClick here to watch CXCP #261 On CXC YoutubeClick here to learn about Customer Contact WeekHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. 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!!

"With all due respect..." "I understand how you feel." "That's an interesting idea" "Noted." Sometimes the nicest words can feel dismissive and silence people. Find out small changes you can make for people to feel heard and encouraged to speak up. 00:00 Introduction: Polite Phrases That Destroy Trust 05:11 Phrase 1: 'I Understand How You Feel' 07:39 Phrase 2: 'I'll Take That Into Consideration' 09:56 Phrase 3: 'With All Due Respect' 11:21 Phrase 4: 'Devil's Advocate' 12:59 Phrase 5: 'Noted' 14:16 Phrase 6: 'Thanks for Your Input' 15:36 Phrase 7: 'That's an Interesting Idea' 17:12 Phrase 8: 'Let's Agree to Disagree' 18:40 Phrase 9: 'Let's Circle Back on This' 19:26 Phrase 10: 'This is Company Policy' 20:42 Phrase 11 and 12: 'No Offense, But' 'I don't want to be Difficult, But' 23:37 Addressing Common Concerns and Questions 34:32 Conclusion: Choose Better Words to Build Trust   ✅ Take the Quiz 'Do You Speak Like a High-Impact Leader?': https://myassertiveway.outgrow.us/highimpactleader    ✅ Free Newsletter: https://assertiveway.com/newsletter/   ✅ Listen on the Speak Your Mind Unapologetically podcast on Apple Itunes: https://podcasts.apple.com/us/podcast/speak-your-mind-unapologetically-podcast/id1623647915      ✅ Listen on Spotify: https://open.spotify.com/show/6L1myPkiJXYf5SGrublYz2   ✅ Order our book, ‘Unapologetic Voice: 101 Real-World Strategies for Brave Self Advocacy & Bold Leadership' where each strategy is also a real story: https://www.amazon.com/Unapologetic-Voice-Real-World-Strategies-Leadership-ebook/dp/B0CW2X4WWL/   ✅ Follow the show host, Ivna Curi, on LinkedIn: https://www.linkedin.com/in/ivna-curi-mba-67083b2/     ✅ Request A Customized Workshop For Your Team And Company:   http://assertiveway.com/workshops Contact me: info@assertiveway.com or ivnacuri@assertiveway.com Contact me on Linkedin: https://www.linkedin.com/in/ivna-curi-mba-67083b2   ✅ Support The Podcast Rate the podcast on apple: https://podcasts.apple.com/us/podcast/speak-your-mind-unapologetically-podcast/id1623647915

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights the decline of people skills across generations, particularly among younger employees who are often 'relationship disadvantaged' due to their upbringing in a digital world. DiJulius advocates for businesses to prioritize training in connection skills and to foster a culture that values meaningful relationships, both internally among employees and externally with customers. In this episode, John DiJulius III and Denise Thompson explore the importance of curiosity in conversations, the significance of personal touches in business relationships, and the philosophy of pursuing greatness. They discuss how focusing on others, listening actively, and finding gifts in every interaction can lead to stronger connections and greater success in both personal and professional realms. Takeaways URX stands for 'You Are the Experience' and emphasizes the importance of employee engagement. Technology is easily replicable, but the human experience is unique to each business. Companies must prioritize training in people skills for all generations. Younger generations are often 'relationship disadvantaged' due to technology. In-person interactions are crucial for developing people skills. Loneliness affects all generations, not just the young. Social media contributes to a decline in real-life social skills. Employers play a key role in teaching connection skills to employees. The Ford method (Family, Occupation, Recreation, Dreams) helps build rapport. Making meaningful connections can significantly impact personal and professional lives. Focus on the other person to build rapport. Curiosity is key in conversations. Listening is more important than talking. Personal touches can enhance business relationships. Gifts in conversations can strengthen connections. Pay attention to details shared by others. Interrupting can hinder effective communication. Avoid stealing someone's thunder in conversations. Pursuing greatness requires more than just doing your best. Achieving greatness is a continuous journey. Chapters 00:00The Importance of Experience in Business 04:07Building Relationships in the Workplace 09:52The Impact of Technology on People Skills 15:02Teaching Connection Skills in the Workplace 27:35The Journey to Career Choices 30:55The Art of Curiosity in Conversations 34:52Incorporating Personal Touch in Business 38:19Finding Gifts in Every Conversation 42:13The Philosophy of Pursuing Greatness   Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/   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.  

This episode of Cruising Altitude features a conversation with Jess Harrah, Chief People Officer at KinderCare, a leading provider in early childhood and school-age education and care. Jess and host Nicole Alvino discuss KinderCare's commitment to supporting its 35,000 employees and nearly 200,000 working families nationwide. They explore the importance of employee engagement, the impact of offering childcare benefits, and the strategies KinderCare implements to maintain a positive work culture.Quotes“ We really depend on our center directors and our district leaders who are the local leadership to really be there. And again, we're a relationship business. So that doesn't mean be there and come into a center for an hour. It means literally sitting alongside teachers and center directors talking to them about what they need, when they need it, how they need it.  Those little moments where our leaders are supporting their team and that kind of is really so critical to our culture of engagement.”"One of the things that we do and started almost 13 years ago now at KinderCare is we measure employee engagement. We have a close partnership with Gallup, so it is really important for us to hear from our team, and that is our teachers, our center directors. We do that annually through a survey and then we action on it.""Now what we're seeing is a lot more of our teachers who maybe wanna work 20 hours, maybe 15 hours, they may be going back to school. This may be a job for them that works well with their family responsibilities. And so really thinking about how we meet our team and our workforce where they are."Time Stamps[03:10] Meet Jess Harrah[04:17] Overview of KinderCare[07:40] Employee experience strategies in childhood education[12:05] Adapting to employee needs[13:42] Supporting working families[20:40] Leadership and personal insightsLinksConnect with Jess on LinkedInThank you to our friendsThis episode is brought to you by Firstup, the world's first intelligent communication platform. More than 40 percent of Fortune 100 companies use our platform to connect with their people, design and deliver personalized communications, and gain engagement insights throughout the employee journey. That's how they give their employees better experiences from hire to retire. Learn more at firstup.io

Chatting with Ragnar Heil – Business Development Manager for Microsoft Technologies at HanseVision (a Bechtle Company), Germany.

In this episode of PayTalk, we're joined by Prashant Ganti, VP of Global Strategy and Alliances for Zoho's finance and operations business unit, who shares insights on transforming payroll from a back-office function into a strategic business asset. This episode explores how payroll professionals can showcase their critical importance to organizational resilience and leverage that visibility for career advancement. Prashant offers practical strategies for communicating strategic value, embracing data-driven storytelling, and preparing for the future of payroll technology. Do you have thoughts or questions about how payroll can transform an organization? We want to hear from you! Join the conversation by reaching out via email at podcasts@payroll.org or sending a message to the PayrollOrg Facebook page.

Welcome to Building Brand You™, the podcast that helps you accelerate your success by unlocking your greatest asset – you.   KEY TAKEAWAYS Leadership presence is like perfume; it's the scent you leave in a room. Try setting waypoints instead of rigid goals - trying something, reflecting on the lessons and what you enjoyed, then determining your next step -  to foster continuous learning and celebrate your progress. Working autonomously lets you focus on your strengths and attract opportunities that provide the most enriching partnerships and collaborations for you. Social media has transformed companies into "glass box brands" demanding transparency, responsiveness, customer focus, and authentic storytelling, a lesson we can also apply to our own personal brand.     ABOUT OUR GUEST: Belinda Gannaway is a coach, facilitator and strategist, creating thriving workplace cultures through intentional design and activation. Working with curiosity, empathy, and experimentation, Belinda helps leaders unlock cultural insights and drive meaningful change.   Belinda has 20 years' experience leading culture programmes aligning innovation with purpose and values. Her clients range from LEGO, the World Wide Fund for Nature, and Jaguar Land Rover, to UK businesses. Her work has won multiple awards for impact. Recognised as one of HR Magazine's Most Influential Thinkers in 2022, Belinda enjoys speaking to audiences around the world, demystifying culture and employee experience. Whether through coaching, speaking or writing, Belinda brings positive energy, as well as practical tools and frameworks to create understanding and inspire change. Belinda hosts a UK network of leaders who are passionate about culture. She is also co-author of the best-selling Employee Experience by Design (Kogan Page, 2nd edition, 2024).     CONNECT WITH BELINDA GANNAWAY: Email - belinda@ocellixp.com LinkedIn - https://www.linkedin.com/in/belindagannaway/ Website - fathomxp.com Get the Book - 20% discount code  KOGANPAGE20 https://www.koganpage.com/hr-learning-development/employee-experience-by-design-9781398614369      ABOUT KYM HAMER: Kym is an international leadership and personal branding thought leader, an executive coach, and a programme design and facilitation practitioner. She is also the creator of Building Brand You™ - a methodology helping organisations, teams, and individuals to build reputation, presence, and gravitas. Kym works with leaders - both individually and in organisational development initiatives - to inspire and engage thinking styles and behaviour that achieve results and leave legacy. In 2020, just one year after launching her business, she was nominated by Thinkers360 as one of the Top 100 Women B2B Leadership influencers and is currently in the Top 15 Personal Branding and Top 10 Marketing Influencers in the world. For 5 years running Kym has also been one of Thinkers360's Top 10 Thought Leaders on Entrepreneurship and in 2023, 2024 and 2025, was recognised as one of their Top Voices globally. She has been part of Homeward Bound Projects faculty since 2020, a global initiative reaching 1.8 billion people, equipping women and non-binary people with a STEMM background to lead conversations for a sustainable future. She is currently the Program Design and Faculty Lead for the 10th on-line cohort and was part of the on-board faculty who voyaged to Antarctica in 2023 and 2025, to deliver the initiative's immersive component. In between all of these things, you'll find her curled up in a corner with her nose in a book.   Building Brand You™: JOIN the BBY Facebook Group - https://www.facebook.com/groups/buildingbrandyou SUBSCRIBE to the BBY Podcast on: (Apple) - https://podcasts.apple.com/gb/podcast/building-brand-you/id1567407273 (Spotify) - https://open.spotify.com/show/4Ho26pAQ5uJ9h0dGNicCIq CONNECT WITH KYM HAMER: LinkedIn - https://linkedin.com/in/kymhamer/ Facebook - https://www.facebook.com/kymhamerartemis/ TikTok - https://www.tiktok.com/@kymhamer Thinkers360 - https://bit.ly/thinkers360-kymhamer-BBY Find out about BBY Coaching - https://calendly.com/kymhamer/bbychat/   HOSTED BY: Kym Hamer   DISCLAIMER: The views, information, or opinions expressed during the Building Brand You™ podcast series are solely those of the individuals involved. They do not necessarily represent any other entities, agencies, organisations, or companies. Building Brand You™ is not responsible and does not verify the accuracy of any of the information in the podcast available for listening on this site. The primary purpose of this podcast is to educate and inform. This podcast does not constitute legal advice or services  

Welcome back to another episode of the All Things Considered CX Podcast!In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding."Together, Bob and Annette explore why so many organizations are stuck in the basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book.They discuss why imposing rigid "rules" doesn't work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right.Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization.If you're looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won't want to miss the lessons and stories Annette shares in this illuminating episode.

Welcome back to another episode of the All Things Considered CX Podcast!In this engaging conversation, Bob Azman reconnects with Annette Franz, Chief Experience Officer of CX Journey, Inc., and a true thought leader in the world of customer and employee experience. Annette shares insights from her impressive 33-year career—including her start at J.D. Power and Associates—and dives into the central themes of her latest book, "Employee Understanding."Together, Bob and Annette explore why so many organizations are stuck in the basics of experience management, often overlooking the vital connection between employee experience (EX) and customer experience (CX). Annette makes a compelling case for focusing on culture as the foundation of a thriving workplace, revealing the three pillar framework at the heart of her new book.They discuss why imposing rigid "rules" doesn't work, how workplaces can truly operationalize their values, and why governance—often seen as a negative—is actually a force for positive collaboration when done right.Plus, Annette addresses the often-overlooked shortcomings in recruiting and onboarding and offers practical advice for any leader aiming to create an employee-centric organization.If you're looking for actionable ideas to disrupt the status quo and drive lasting change in both customer and employee experience, you won't want to miss the lessons and stories Annette shares in this illuminating episode.

What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways.In this CX Pulse Check, John Garrett, author of What's Your And?, shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and 50% higher sales from customer-facing teams who feel valued.From knitting groups at ServiceNow to Starbucks choosing people over AI, we explore how personal passions at work drive connection, loyalty, and business success. John also highlights the need to support high-performing employees to prevent burnout and sustain long-term engagement.This conversation is a compelling reminder: when people can be themselves at work, everyone wins—employees, customers, and the bottom line.About John Garrett:John Garrett—award-winning author and people-centric leadership speaker—is on a mission to create thriving workplaces. What the CPA-turned-professional comedian turned two-time Emmy nominee may do best is champion the human side of professionals, consulting with organizations to develop more productive cultures while shining a light on their people's rich lives outside of work. And his book, What's Your “And”?, was named a Distinguished Favorite by the Independent Press Awards and it was recently featured in Forbes.Learn more about John and "What's Your And?" at https://thejohngarrett.com or https://whatsyourand.com/Follow John and What's Your And on...X/Twitter: https://x.com/The_JohnGarrettX/Twitter: https://x.com/Whats_Your_AndInstagram: https://www.instagram.com/John_R_GarrettInstagram: https://www.instagram.com/WhatsYourAndLinkedIn: https://www.linkedin.com/in/thejohngarrett/Articles Mentioned:- Why These Companies Let Team Members Share and Explore Personal Passions at Work (Built In Seattle) -- https://www.builtinseattle.com/articles/why-these-companies-let-team-members-share-and-explore-personal-passions-work- To Leverage Employee Passion, Save It for When It Counts (Harvard Business School) -- https://www.library.hbs.edu/working-knowledge/in-cost-cutting-era-save-passion-for-when-it-counts- Starbucks doubles down on baristas, not AI, to fix its customer crunch (Business Insider) -- https://www.businessinsider.com/starbucks-investing-humans-rivals-bet-ai-2025-5Want 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/)

Heidi Barnett, President, Talent Acquisition Solutions at isolved, joins Nine to Thrive HR for a deep dive into the future of hiring and employee experience. Heidi shares how ApplicantPro's full integration into isolved is helping organizations streamline recruiting, enhance employer branding and create more engaging candidate journeys. She also unpacks the critical balance between AI-powered efficiency and the human elements that make a workplace thrive. Tune in for actionable insights on how HR leaders can attract top talent, improve retention and build people-first cultures in today's competitive landscape.

This episode of Cruising Altitude features a conversation with Sally Massey, Chief Human Resources Officer at Colgate-Palmolive. Sally and host Nicole Alvino discuss key strategies for building a stronger and more innovative workforce through upskilling, creating personalized employee experiences, and leveraging diverse perspectives. Sally shares her experiences and insights from her nearly 25-year tenure at Colgate, including the importance of communication, inclusion, employee trust, and adapting to changing employee expectations. The conversation also highlights how AI and continuous learning initiatives contribute to employee development and organizational growth.Quotes“ We upskilled everyone so that everybody understood the positives to using AI and also what they needed to watch out for in terms of AI. And then we gave them access to a hub where they could start practicing and using it for their daily work. We're finding that there is a community within Colgate that people are sharing ideas. They're learning from one another. They're sharing best practices. They're getting efficiency in their work.”“ We try to really use lots of different ways to communicate, whether that's through digital, whether that's through workshops, whether that's through written communication, whether that's through webcasts because people absorb it in different ways. And so it is personalizing the message, but also personalizing the vehicle so that they can get the information.”“ For myself leading in times of change, I like to get my team together so that we can talk through, brainstorm, challenge each other. And I really think that you get to a better place when you bring in a lot of different perspectives. Perspectives from different backgrounds, different geographies. I think you get to a better answer. And so for me it's about bringing people together with different perspectives so that we can get to a better outcome.”Time Stamps[03:15] Meet Sally Massey[07:23] Strategies for personalizing experiences across generations[09:10] How employee expectations have shifted[13:24] Colgate's AI journey[19:26] The importance of diversity of thought[21:29] Sally's place of clarity and perspectiveLinksConnect with Sally on LinkedInThank you to our friendsThis episode is brought to you by Firstup, the world's first intelligent communication platform. More than 40 percent of Fortune 100 companies use our platform to connect with their people, design and deliver personalized communications, and gain engagement insights throughout the employee journey. That's how they give their employees better experiences from hire to retire. Learn more at firstup.io

In Episode 89 of The Weekly Bioanalysis, hosts Dominic Warrino and John Perkins engage in a compelling conversation with special guest, Jeff Goddard, Senior Vice President of Corporate Development at KCAS Bio. The three delve into KCAS Bio's strategic growth, including the acquisition of France-based Active Biomarkers, which expanded the company's transatlantic presence. Jeff shares insights into the evolving landscape of bioanalytical services and how KCAS Bio is positioning itself to meet the challenges of modern drug development. The discussion also touches on the importance of collaboration and innovation in accelerating therapeutic discoveries.“The Weekly Bioanalysis” is a podcast dedicated to discussing bioanalytical news, tools and services related to the pharmaceutical, biopharmaceutical and biomarker industries. Every month, KCAS Bio will bring you another 60 minutes (or so) of friendly banter between our two finest Senior Scientific Advisors as they chat over coffee and discuss what they've learned about the bioanalytical world the past couple of weeks. “The Weekly Bioanalysis” is brought to you by KCAS Bio.KCAS Bio is a progressive growing contract research organization of well over 250 talented and dedicated individuals with growing operations in Kansas City, Doylestown, PA, and Lyon, France, where we are committed to serving our clients and improving health worldwide. Our experienced scientists provide stand-alone bioanalytical services to the pharmaceutical, biopharmaceutical, animal health and medical device industries.

Kelly Duff is Employee Experience Manager at Sentinel Technologies where she is passionate about creating meaningful and engaging workplace experiences that foster growth, community, and purpose. Mike Petrusky asks Kelly for an update on her career journey and they explore how her role has expanded to include a variety of responsibilities such as building community, recognizing employees, and planning social events. Mike and Kelly agree that the pandemic dramatically changed the concept of workplace experience, shifting the focus from physical office amenities to remote and hybrid work models, while simultaneously making human connection and physical spaces essential. So Kelly shares strategies for identifying opportunities, addressing pain points and team-building activities that focus on employee well-being. The future of work is about adapting to change, staying curious, and being human-centered, so Mike and Kelly offer inspiration to help you be a Workplace Innovator in your organization! Connect with Kelly on LinkedIn: https://www.linkedin.com/in/kellyjourdanduff/ Learn more about Sentinel Technologies: https://www.sentinel.com/ Explore Kelly's personal website: http://kellyduffwrites.com/ Discover free resources and explore past interviews at: https://www.workplaceinnovator.com/ Learn more about Eptura™: https://eptura.com/ Connect with Mike on LinkedIn: https://www.linkedin.com/in/mikepetrusky/  

In this episode of The Skillwork Forum, hosts Brett Elliott and Kristen Cooper sit down with Lisa Williams, Senior Director of Operations, Talent Strategy, and Employee Experience at Dow Chemical, to explore how companies can rethink workforce planning in the face of a growing skilled labor shortage.They discuss Dow's innovative Total Workforce Strategy — a model that integrates contract labor and direct hires to build a more adaptable, future-ready workforce. Lisa shares how her background in engineering and leadership across multiple departments shaped her approach to solving complex talent challenges in manufacturing. The conversation dives into the role of mentorship, the importance of redeploying late-career workers, and why traditional hiring methods are no longer enough. Together, they unpack how collaboration between business, education, and government is essential to cultivating the skilled labor pipeline needed to meet tomorrow's demands.

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

Summary IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in customer relationships. Takeaways Personalization in customer interactions is crucial. Utilizing CRM systems can enhance customer relationships. Listening to customers can reveal valuable insights. Sending personalized follow-ups shows genuine care. The 'Ford' method helps in remembering client details. Creating a community around your service fosters loyalty. The evolution of customer service terminology reflects industry growth. Memorable experiences can significantly impact customer loyalty. Secret Service techniques can differentiate your business. Chapters 00:00Welcome and Introduction to Customer Experience 01:11Building Personal Connections with Clients 05:21Understanding Client Goals and Interests 09:41The Importance of Data Entry and CRM Systems 14:14Creating a Community Through Customer Relationships 21:49The Evolution of Secret Service to Customer Service Revolution Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ 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.

In this episode of BetterTech, Haseeb Khan sits down with Chris Traylor, Global Executive for Employee Experience at ServiceNow, to explore how AI agents are reshaping the modern workplace. Chris shares insights on the evolution from chatbots to fully autonomous AI agents capable of executing complex workflows, enhancing productivity, and transforming employee experience. He emphasizes the importance of integrating AI with governance, contextual awareness, and structured data to ensure relevance and reliability. From explaining AI agents as digital twins, not replacements, to offering a practical roadmap for AI adoption, Chris provides a clear, experience-driven perspective on how businesses can unlock value from AI, starting small but scaling smart.

Amber Pandya loves to help people and businesses thrive. She proves this every day in her role as Senior Director of Employee Experience at G2, where she helps employees reach their PEAK. Mentioned on the ShowConnect with Amber Pandya on LinkedIn: https://www.linkedin.com/in/amberpandyaAmber's profile on G2: https://learn.g2.com/author/amber-pandyaPEAK—Performance; Entrepreneurship; Authenticity; Kindness. Learn more about G2 and their PEAK culture: https://company.g2.com/about_______________________Connect with O'Brien McMahon on LinkedIn: https://www.linkedin.com/in/obrienmcmahon/Learn more about O'Brien: https://obrienmcmahon.com/________________________Timestamps(00:00) – Welcome to People Business(02:23) – What do you do at G2?    (03:34) – What is G2?  (08:17) – What are the key differences and similarities between working in-house versus consulting?  (12:55) – Please explain G2's "PEAK" values?  (19:16) – What organizational factors does Amber see as blockers to employee performance, either at G2 or in other companies?  (24:34) – How easy or difficult is it to remove a process once it has been implemented at G2?  (27:54) – How does G2 balance its Kindness value with a Performance-Driven culture?  (33:03) – What does authenticity mean at G2? How do you think about bringing your "whole self" to work?  (37:00) – How does G2 personalize and maintain its culture as it scales to a larger organization?  (41:11) – What is an INPS (Inclusion Net Promoter Score), and how does G2 use it alongside other data?  (43:36) – Why is the Net Promoter Score (NPS) considered valuable?  (47:39) – Who creates the actionable steps in the Voice of the Employee report? How do they assist leaders in improving performance and experience?  (48:41) – What AI system does G2 use to synthesize employee data?(52:09) – Mic drop: What impact can HR have on business performance?  

Hey humans, you won't want to miss this episode! I chat with Seth Turner from AbsenceSoft about a seriously important topic: leave management. We're digging into how we can shift our thinking from just processing paperwork to truly supporting employees during critical life moments. Seth shares his journey into this complex world and how his company is aiming to bring more humanity and efficiency to the process. We'll also touch on how technology, even AI, can play a role in making things smoother and more human-centered. Seth offers some great advice for anyone dreaming of building solutions in the HR tech space. This conversation is packed with insights on elevating the employee experience. Stacie More episodes at StacieBaird.com. Links for Seth Turner and AbsenceSoft AbsenceSoft Website | Seth Turner LinkedIn

What truly creates an exceptional employee experience? The answer goes far beyond competitive compensation and trendy office perks.Employee and customer experiences are inextricably linked - you simply cannot separate these two crucial elements of business success. When employees feel valued, aligned with purpose, and empowered to make decisions, that positive energy naturally flows through to customer interactions, driving better results for everyone.The foundation of great employee experience rests on three essential pillars. First, a purpose-driven culture rooted in a clear mission statement gives employees something bigger than themselves to work toward. Second, employees need clarity around what success looks like and how their specific role contributes to it. The third pillar is genuine empowerment through proper tools, training, trust and support.While benefits and compensation matter, they're merely table stakes. The true elevation of employee experience comes when people connect to purpose and understand that customer experience is everyone's business.Ready to transform your employee and customer experiences? Visit experienceinvestigators.com for resources or join our membership at cxmembership.com to access on-demand courses that will help you build a truly customer-centric organization from the inside out.Resources Mentioned:Download the free CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookGet the Employee Journey Map Template -- https://bit.ly/ejmtemplateLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- 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/)

We often think of employee experience as a checklist: better offices, better technology, better perks. But we've been missing the bigger picture all along. In today's Leadership Spark, we dive deep into how employee experience has fundamentally evolved, and why it's now the most powerful lever leaders have to shape trust, loyalty, and performance at work. Drawing on research from 252 organizations and insights from 150 senior executives, we'll explore the real drivers of experience: culture, technology, and physical space. You'll learn why work today isn't just about what people do, but about the environment that shapes how they feel, how they connect, and why they stay. If you want to future-proof your leadership and your organization, it starts with designing an experience worth fighting for. ________________ This episode is sponsored by Workhuman. These days, it feels like there isn't much good to go around in the world of work.  But Workhuman knows when we celebrate the good in each of us, we bring out the best in all of us. It's why they created the world's # 1 employee recognition platform — and they didn't stop there, combining rich recognition data with AI to create Human Intelligence, so you can get uniquely good insights into performance, skills, engagement and more. To learn more about how you can join their force for good, go to Workhuman.com, or check out their own podcast, “How We Work,” which explores the trends, issues, relationships, and experiences that shape our workplaces. ________________ Start your day with the world's top leaders by joining thousands of others at Great Leadership on Substack. Just enter your email: ⁠⁠https://greatleadership.substack.com/

Employer Branding vs Employee Experience: What Attracts Top Talent in 2025?In this episode of The Lunchtime Series, Kevin Britz and co-host Craig Page-Lee explore the critical differences between employer branding, employee engagement, and the employee value proposition (EVP). They unpack why employer branding is no longer a luxury—but a necessity—and how aligning purpose and values can make or break your talent strategy.From Google and Apple to your own company culture, this episode delivers insights grounded in real-time business dynamics, talent trends, and strategic recruitment approaches. Whether you're an HR leader, executive, or employer brand strategist—this conversation is essential listening.

This episode of Cruising Altitude features a conversation with Ginnie Carlier, Vice Chair of Talent for the Americas at EY. Together, Ginnie and host Nicole Alvino discuss strategies for creating extraordinary employee experiences. They discuss the importance of wellbeing, career agility, and cutting-edge technology in shaping these experiences. Ginny shares innovative approaches such as the Vitality Index and customizable wellbeing funds, which cater to individual employee needs. The conversation delves into the impact of AI in the workplace, emphasizing AI training and development for both new and existing employees. Ginnie highlights the significance of empathetic leadership and human connection amidst technological advancements. Lastly, the conversation touches on Ginnie's personal insights on achieving clarity and maintaining an adventurous mindset in leadership.Quote“ Yes, it's important to continue to climb that ladder, but sometimes people just wanna jump off and go and master skills somewhere else within the organization. So being able to provide that career agility to your employees is really important. And then also giving them the space to thrive and creating that time and space for them to develop and continue to feel like they're investing in themselves. Whether that's the wellbeing of themselves and their teams. Whether that's learning, you know, a new skill, investing personal time to learn a new skill, getting involved in the community. But, creating that time and space for them, I think is incredibly important.” – Ginnie CarlierTime Stamps[03:19] Meet Ginnie Carlier[06:46] Creating an exceptional employee experience[09:32] Wellbeing initiatives at EY[13:25] The Vitality Index[17:12] Career Agility and AI[29:11] Empathy in leadershipLinksConnect with Ginnie on LinkedInLearn more about EYThank you to our friendsThis episode is brought to you by Firstup, the world's first intelligent communication platform. More than 40 percent of Fortune 100 companies use our platform to connect with their people, design and deliver personalized communications, and gain engagement insights throughout the employee journey. That's how they give their employees better experiences from hire to retire. Learn more at firstup.io

This week, I'm joined by Kate Thrumble, SVP and Head of People and Experience at VaynerMedia – a creative agency where leadership is lived out daily in real, human ways. In this episode, Kate shares what it means to lead not with the weight of being the “log”, but as the kindling – the spark that ignites others.We talk candidly about feedback, connection, culture, performance and the sweet spot between kindness and accountability. Kate brings such clarity to what I often see muddied in corporate rhetoric: how the "ordinary things done well" truly are the markers of extra-Ordinary leadership.From practical tools like quarterly reviews and personality insights, to the deeper philosophical shifts required to build businesses that feel like spring – full of light, momentum and growth – this conversation is rich with wisdom and grounded honesty. We also explore what it takes to create a happy, high-performing team, how Vayner Media balances business with deep respect for people, and what they call the marriage of the honey and the empire.Inside This Episode:What extra-Ordinary leadership really meansWhy the "little things" done consistently create the biggest impactThe relationship between happiness and high performanceFeedback as a normal rhythm, not a big scary ‘thing'The shift from annual reviews to quarterly check-insUsing tools and coaching styles to build cultureCreating ‘spring-like' businesses where people thriveThe art of kind candour and the analogy of the lob, the loiter and the lassoHow Kate defines the role of experience in people leadershipBeing the kindling, not the log – a beautiful metaphor for modern leadershipMentions & Links:VaynerMedia – Creative & Media AgencyInsights Discovery (personality profiling tool)Performance Climate System (team performance tool)My Book – The extra-Ordinary Leader: 12 Tactics for Finding Your Extra in Business, Leadership, and Life 

I'm lucky enough to live in a spot where there are a lot of trails that I can enjoy whether running, walking, biking, and even snowshoeing if we get enough snow. No matter what I am doing, I have one simple rule: if there is a friendly dog on the trail, I must stop to pet it. The opportunity to pet and engage with random dogs is one of the things that just brings me a lot of happiness. It is hard for me to understand those who are not “dog people”, especially since I mostly prefer dogs to people. I'm a sucker for dogs. It turns out that those cute faces that dogs make and the way they endear themselves to us is not by accident, but by evolution. Being cute helps them to worm their way into our worlds. In that way, dogs are a bit of a salesperson, selling us on giving out treats, walks, toys, outfits, food, cuddles, and all kinds of pampering. I mean, sales is just about convincing someone of a course of action. Dogs are great at this, or at least they are to me because I am such an easy mark for dogs because they play on my emotions. In preparing this, I hesitated at connecting dogs with sales because dogs are revered people and sales people less so. In fact, you could say that sales has a bad rap. Rather than seeing sales as a way of getting people what they need, sales is often viewed as a way of convincing people to get things that they don't need and will not be helpful. But our guest today is here to talk about how when sales is done well, it is a win-win-win situation. Doug C. Brown has spent a career trying to do sales right, creating positive experiences for customers and sellers alike. Doug talks about how sales is probably the world's “oldest profession.” He also talks about the challenge of overcoming the bad rap of selling to get to a better outcome for customers. He describes how the metrics being tracked often are not those connected to CX success, which lead to worse outcomes. He finally takes us on the long strange trip of starting out as a vocal major at Berklee College of Music, moving to nuclear medicine, serving in the Army for 12 years, and finally ending up in sales (all of which have more in common than you might think!).LinkedIn: https://www.linkedin.com/in/dougbrown123/CEO Sales Strategies: https://ceosalesstrategies.com/

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it.   Takeways Bankruptcy often affects companies with poor customer service. The experience gap leads to customer dissatisfaction. Customers are revolting against companies that fail to deliver value. Amazon excels in convenience and customer experience. Great customer experience is not guaranteed; companies must stay vigilant. Mystery shopping can provide valuable insights into customer experience. Understanding the customer's viewpoint is crucial for businesses. Pursuing greatness requires commitment and effort. Most people are not willing to do what it takes to be great. Greatness is a choice, not a given. Chapters 00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors   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.

In today's fast-moving business environment, leaders are facing a communication crisis—too many acronyms, too much noise, and too little clarity. In this episode, Chris Thornton sits down with Ben Feller, former White House correspondent and partner at maslansky + partners, to talk about the power of language in driving change. Ben shares lessons from his time covering two U.S. presidents, coaching executives, and even parenting—revealing why it's not what you say, but what they hear that truly matters. He breaks down how companies can avoid communication pitfalls, engage employees in times of uncertainty, and navigate hot-button topics like DEI and ESG without losing their audience. Plus, hear why so many leaders make the mistake of assuming people understand their message—and what to do instead. Whether you're leading a business, managing a team, or just trying to get people on board with a new idea, this conversation will help you rethink the way you communicate.

Jessica Zwaan, COO at Talentful and author of Built for People,  joined us on The Modern People Leader.We talked about “human ops” versus “people ops”, the sprint planning process for her people team, and how nobody gets people ops as a product 100% right (and that's ok).---- Sponsor Links:

Summary   In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and highlights the importance of clarity and humility in fostering trust. The conversation concludes with actionable insights for leaders to enhance trust in their teams and organizations. takeaways Trust is a timeless and essential element in business. A lack of trust can be a significant expense for organizations. Trust has shifted from institutional to personal in nature. Measuring trust is crucial for understanding organizational gaps. Clarity is the foundation for building trust. The eight pillars of trust include clarity, compassion, character, commitment, competence, connection, contribution, and consistency. Effective communication is key to establishing trust. Humility plays a vital role in being perceived as trustworthy. Leaders should promise less and focus on delivering what they commit to. Building trust requires actionable tools and frameworks. Chapters 00:00Introduction to Trust and Leadership 02:03The Importance of Trust in Business 05:58Historical Context of Trust 10:06The Shift to Personal Trust 12:01Measuring Trust in Organizations 14:03Building Trust: The Eight Pillars 18:03Clarity as a Foundation for Trust 21:46Practical Tools for Trust Building 25:54The Role of Humility in Trust 30:11Conclusion and Key Takeaways

Customer experience initiatives aren't delivering the results you expected? The answer might lie in a critical but often overlooked disconnect: the gap between your customer experience mission and your employee experience reality.In this thought-provoking episode, Jeannie Walters tackles a question about aligning a company's CX mission statement with the actual employee experience. When organizations promise customers convenience, empathy, or frictionless interactions while their employees struggle with clunky systems, bureaucratic processes, or micromanagement, the disconnect creates more than just employee dissatisfaction – it undermines the entire customer experience strategy before it reaches a single customer.The episode reveals how employee and customer experience together uncovers powerful insights about your organization. By analyzing the connections between employee engagement and customer satisfaction, you can identify patterns that highlight best practices to replicate or problem areas to address. Remember: your CX mission statement exists to help everyone understand their role in providing meaningful experiences – not just to external customers but to internal ones too. When employees feel the values you claim to uphold, they become your most powerful advocates for delivering those same values to customers. Ready to create true alignment between what you say and what you do? Listen now and transform your approach to experience.Resources Mentioned:Experience 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/)

We are rapidly approaching the end of semester, which can only mean one thing: freedom. The end of the semester is always a weird time. It kind of reminds me of the end of a relationship where both parties have just had enough and know that it is time to move on. Let us conclude the business at hand and get on with our lives. Sure we can stay friends, and perhaps even hold out the potential of getting back together at some point in the future in another class. But right now, its best if we go our separate ways. For those students that are graduating, it means something else entirely: time to put all that book learning to work and try to get a job. Of course calling it book learning makes me show my age, because who reads books anymore! But the point still stands: graduates are on the hunt for a job that will provide the opportunity to start adulting on a larger scale. To get a job, one of the things that they need to be able to do is stand out from the pack of others who are also trying to get jobs. Here in lies one of the unique ironies that we have in at least American culture. The belief that we are individuals who are unique and can stand out, coupled with a strong anxiety and aversion to being different from other people. For as much as we like to think of ourselves as unique and distinctive, we really have a strong streak of conformity. This makes us no different from other societies in which standing out can be stigmatizing and sanctioned. Being the first in a parade feels a lot safer than standing out.But standing out is important in terms of showing others who we truly are, and living in a way that feels authentic. My guest today on Experience by Design knows all about the challenge and importance of standing out. Judy Winslow of Unforgettable Brands is a self-described Brandologist who has spent her life standing out and being around creatives who do the same. Judy moved to Sarasota, Florida because it was a place for unique personalities and creative artists could come together and celebrate standing out. As a person trained in graphic design, she knew the importance of self-expression in her work. Now, she works with leaders to create cultures in which people can celebrate their unique characteristics, have freedom to express it, and transform vision into reality. We talk about giving permission to be audaciously authentic. She describes how our brand is in action all the time, and that as humans we are here to stand out. She talks about how she was influenced by Marty Selligman, the godfather of positive psychology, focusing on what works well and how to build on those successes. She also reinforces the point that before you have customers, you have employees, and that personal and professional development is not just about improving ourselves, but helping to improve others as well by being able to better show up for them. Judy Winslow https://unforgettablebrands.com/LinkedIn: https://www.linkedin.com/in/judywins/

Summary   In this conversation, John DiJulius discusses strategies for leaders to navigate staff uncertainty during economic downturns. He emphasizes the importance of over-communication, transparency, and fostering a positive work environment to maintain morale and team camaraderie. The discussion also highlights the need for leaders to focus on employee experience and customer experience as key components of business strategy during challenging times.   Takeaways Staff are nervous during economic downturns; leaders must provide certainty. Over-communication is essential to alleviate employee fears. Revisit core values and mission to guide the team. Create a clear, definable goal line for the team. Focus on employee experience to retain talent. Team camaraderie is crucial during tough times. Small team-building activities can boost morale. Avoid doom-scrolling; focus on positive news. Marketing budgets can be reduced if experiences are prioritized. Prepare now for future challenges to recession-proof the business. Chapters 00:00Navigating Staff Uncertainty During Economic Downturns 04:06The Importance of Transparency and Communication 07:01Fostering Team Camaraderie and Morale 09:57Creating a Positive Work Environment Amidst Challenges   Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors   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.

How can technology transform the lives of frontline workers? In this episode of Cloud and Clear, Nikki Harley, VP of Partner Ecosystem and Marketplace at SADA, interviews Catherine Roy, COO of WorkJam, to explore the answer. Discover how WorkJam's digital platform simplifies communication, task management, and shift scheduling for deskless employees. Catherine discusses using AI with Gemini, their partnership with SADA, and building on Google Cloud. Learn about features like Task Connect and AI-powered chatbots that drive efficiency and improve the employee experience. Join us for more content by liking, sharing, and subscribing!

In this episode, Denise Thompson and John DiJulius celebrate the 200th episode of the Customer Service Revolution podcast. They discuss the importance of customer service, especially in a weak economy, and how companies that neglect customer experience often face dire consequences. John emphasizes the need for a Return on Experience (ROX) dashboard to track customer satisfaction and complaints. They also explore common mistakes CEOs make, such as failing to prioritize customer and employee experience training. The conversation highlights the significance of hiring for service aptitude and creating a customer-centric culture through effective training and onboarding. John stresses the importance of executive sponsorship in driving customer experience initiatives and shares insights on how to implement change within organizations. takeaways Customer service is crucial, especially in a weak economy. Sales figures can be misleading indicators of customer satisfaction. Creating a ROX dashboard can help track customer experience metrics. CEOs often neglect the importance of customer experience training. Service aptitude is essential for employees in customer-facing roles. Training should focus on empathy and understanding customer needs. Executive sponsorship is vital for successful customer experience initiatives. Hiring for service aptitude can improve customer interactions. Implementing a customer experience action statement is a key step in enhancing service.   00:00 Celebrating 200 Episodes 02:15 Customer Service in a Weak Economy 08:08 Indicators of Failing Customer Service 15:29 Training for Service Aptitude 22:29 Hiring for Customer Experience 29:15 Creating a Customer Experience Action Statement Links: ROX Dashboard Blog Return on Experience Dashboard Download Relationship Disadvantaged Blog Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors  

Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with our guest, Nora Osman, on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Episode Notes and Resources On this episode of the Ad Victoriam Salesforce Simplified podcast, we're delighted to have as a guest Megan Burns, a Customer & Employee Experience expert, who helps good people deliver great experiences. She stopped by the podcast to talk specifically about AI and how it is being incorporated into B2B customer experiences. Megan Burns' Website
: https://www.megan-burns.com Megan Burns on LinkedIn: https://www.linkedin.com/in/meganburns/

Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation.Speaking from the bustling Medallia Experience 2025 event in Las Vegas, Fard dismantles the common misconception that actionable Voice of Customer data alone drives change. The real challenge? Getting cross-functional leaders to not just review customer feedback but commit to acting on it.What makes this conversation particularly valuable is Fard's practical approach to change management. Following ADKAR principles (Awareness, Desire, Knowledge, Ability, Reinforcement), he demonstrates how CX professionals must transform themselves into skilled salespeople for their initiatives. "You need to be a good salesperson too," Fard advises, "because you're selling an idea, you're selling an approach." This means understanding stakeholder objectives, speaking their language, and showing how CX directly supports their goals—not overwhelming them with metrics and industry jargon.The most compelling takeaway? Start small, demonstrate value, and scale gradually. By securing incremental commitments rather than demanding wholesale change, CX leaders can build the credibility needed to expand their influence. This approach earned Capital One the Global CXPA Impact Award, recognizing their success in driving tangible business outcomes through customer experience initiatives. Ready to transform how you approach CX leadership?Follow Sasha Fard on LinkedIn: https://www.linkedin.com/in/sashafard/Resources Mentioned:Medallia Experience -- https://www.medallia.com/experience/Experience Investigators -- 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/)

In this episode of Nine to Thrive HR, host Cindi Koetzle is joined by Seth Turner, Founder and Senior Advisor at AbsenceSoft, to explore the growing complexities of leave and accommodation in the workplace. They break down the biggest insights from our 2025 State of Leave and Accommodations Report, based on a survey of 2,400 employees and HR managers. Leave requests are rising, increased demand for mental health support is a growing factor, and compliance remains a challenge—so what does this mean for HR? We'll share findings leading to why leave and accommodations requests are increasing, how employers can balance compliance with employee support, and the biggest FMLA mistakes to avoid. Plus, we'll explore the importance of manager training and how technology can streamline processes while preserving a positive employee experience.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #258 we were live at Cyara XChange 2025 based in The W Hotel in downtown Austin, TX. XChange is an industry event focused solely on customer experience assurance, where industry leaders come together with peers and industry experts, as well as Cyara leaders and product teams, to network, collaborate, and gain new strategies to help achieve their CX/CS objectives and elevate key contact center performance metrics for the future.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson & Aravinda Damarla (Microsoft), Erica McMannes (Instant Teams), Deon Nicholas (Forethought AI), Rishi Rana (Cyara), Abhijit Banerjee (Canada Life) & Mitch Risner (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to AI. In this episode, Adrian chats with the XChange 2025 guests about how they are equipping their customers & teammates with the power of AI + building flexible new solutions to scale their business into the future.   **Episode #258 Highlight Reel:**1. Cyara XChange live interviews from customer focused business leaders 2. Information exchange of ideas for CX & EX opportunities  3. Conversational AI game changing solutions 4. Improving your customer experience & building for the future 5. Examples of world-leading AI companies/solutions to keep your eyes on Click here to learn about CyaraClick here to learn about XChange 2025 EventHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + they can learn more about our CX/CS/RevOps focused services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. 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 Message!In this episode, we explore some common barriers and situations that business leaders and HR professionals need to overcome to effectively prioritize putting a strong budget behind addressing workplace culture challenges.Our prescription for this episode is to rethink how we already spend and invest in our businesses. It is likely through eliminating waste that we can find the budget to make effective investments.Past Episode Referenced:S2 E4: What Is The Cost Of Doing Nothing About Your Workplace Culture?Statistics referenced:The result of 22 case studies show a typical cost of turnover of 20% of salary. - Center for American Progress. There Are Significant Business Costs to Replacing Employees Report (2012)An uncivil workplace (where microaggressions and rude/passive aggressive behavior are common) can reduce employee performance to a cost of $14,000 annually, or about 26% of the average annual salary. - Pearson, C., & Porath, C. The Cost of Bad Behavior: How Incivility Is Damaging Your Business and What to Do About It (2009)Research by Grammarly and The Harris Poll found poor workplace communication is a pervasive problem burdening businesses and employees alike costing businesses approximately $12,506 per employee every year or 21% of that average employee's annual salary. - Grammarly and The Harris Poll. State of Business Communication report (2023)The need for additional wages to make up for a poor reputation as a bad employer, businesses need to spend about $4,723, or at least 10% more, per hire to convince a candidate to take a job at such a company. - Harvard Business Review, A Bad Reputation Costs a Company at Least 10% More Per Hire (2016) You can reach out to us to talk more about diagnostic tools and resources, just reach out to us at info@roman3.ca or through our LinkedIn page at https://www.linkedin.com/company/roman3Don't forget to sign up for our New Quarterly Newsletter that launched this fall!About Our Hosts!James is an experienced business coach with a specialization in HR management and talent attraction and retention. Coby is a skilled educator and has an extensive background in building workforce and organizational capacity. For a little more on our ideas and concepts, check out our Knowledge Suite or our YouTube Channel, Solutions Explained by Roman 3.

Hey humans! On this part one of a two part series, I had the pleasure of hosting a fantastic round table discussion with three amazing HR professionals - Jennifer Wright, Karen Brieger, and Kelly Oliver - where we dive into the world of data literacy in human resources. Each of my guests shared their unique HR journeys and how embracing data has been a game-changer in their careers.  We had a really honest conversation about how data literacy helps transform HR from being seen as just the "squishy people stuff" department to becoming a strategic business partner that directly impacts organizational success. You'll love hearing their personal stories - from Karen's boardroom moment that became her wake-up call, to Jennifer's transition from retail buying to HR leadership, and Kelly's perspective coming from sales operations into the people space, we explored how HR data directly connects to business outcomes when we know how to collect it, make sense of it, and present it effectively. We all shared some great real-world examples, and also talked about the importance of spreading data literacy beyond our HR teams to middle managers throughout our organizations, and the tech tools (like HR Bench) that have helped us all move from manual spreadsheets to more sophisticated analytics. Enjoy this part one and stay tuned next Tuesday for the follow up! Enjoy, Stacie More episodes at StacieBaird.com. LinkedIn Pages for each of my guests: Jennifer Wright Karen Brieger Kelly Oliver

The final part of Dr. Beckett's conversation with Angela from COMC's marketing team. They discuss COMC's strategies for national shows, including daily specials, robust Wi-Fi setups, shipping logistics, and the meticulous care taken with high-value cards. The episode also covers how COMC handles card submissions, the importance of data, and projections for the upcoming Chicago National. Angela also shares behind-the-scenes insights on the team's work dynamics, their crucial FedEx partnership, and the honor of being part of COMC's national team.   00:48 Show Activities 01:30 WiFi and Technology at the National 02:43 Shipping Logistics and FedEx Partnership 04:09 Card Valuation and Submission Process 10:47 Employee Experience at the National    

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. DiJulius also highlights the significance of investing in employee development, creating a culture of accountability, and understanding the dynamics of employee turnover. The conversation touches on innovative training approaches and the impact of generational differences in the workplace, ultimately advocating for a holistic view of employee experience. takeaways Outspoken employees can provide valuable feedback. Complaining customers act as free consultants. Employee engagement surveys must be acted upon. A strong company culture reduces turnover. Investing in employees leads to better performance. Caring for employees enhances retention. The Disney boss concept highlights superficial engagement. Emotional intelligence is crucial in leadership. New employees often feel lost and unsupported. Understanding turnover helps improve hiring practices.

Saket Srivastava is the Chief Information Officer at work management platform Asana. Saket oversees Asana's IT organization, including optimizing technology systems and processes, connecting technology strategy to overarching business strategy, and ensuring that technology infrastructure supports organizational goals. Previously, Saket held executive positions at Square, Guidewire Software, and other leading technology companies. Saket holds a Master of Computer Applications (MCA) from the Institute of Management Technology, Ghaziabad, and an MBA from UC Berkeley's Haas School of Business.Timestamps:*(01:30) -  Asana's Impact and Internal Operation*(08:15) -  AI and Employee Experience*(13:25) -  Collaboration and Cross-Departmental Partnership*(19:05) -  Future Trends and SkillsGuest Highlights:“When you add business understanding with technology understanding, that makes a deadly combination where you can serve and help move the needle for your business.”“The reality is we get sold all the time, every day. When you show up as a practitioner, as a peer, and you're ready to talk about the good, the bad, the ugly, there's a lot of power.”“ Good news is bad news being delivered early. It's so important to be able to create a healthy environment where you can talk about those risks.”Get Connected:Saket Srivastava on LinkedInIan Faison on LinkedInResources:Learn more about Asana: http://asana.com/Hungry for more tech talk? Check out these past episodes:Ep 57 - The CIO Roadmap to Executive LeadershipEp 56 - Best Proactive Cybersecurity Strategies for CIOsEp 55 - Engineering Leadership for Scale, Agility, and MomentumLearn more about Caspian Studios: caspianstudios.comCan't get enough AI? Check out The New Automation Mindset Podcast for more in-depth conversations about strategies leadership in AI, automation, and orchestration. Brought to you by the automation experts at Workato. Start Listening: www.workato.com/podcast

This episode features an interview with Lisa Colella, Managing Director of Strategic Communications & Leadership Advisory at CRA Admired Leadership. With more than 18 years of professional experience, Lisa has worked with clients across agency, consultancy, and in-house settings. Her portfolio spans multiple industries, including fast-moving consumer goods, financial services, healthcare, and more. Previously, she was the Founder and CEO of a boutique consultancy and Global Head of Talent Communications and Marketing at Philips.In this episode, Simpplr's Vice President of Corporate Communications and Employee Experience Strategy, Carolyn Clark, and Lisa discuss balancing formal and informal communication for effective leadership, the challenges and benefits of integrating AI tools into leadership practices, and how behavioral science and creativity can improve communication strategies.-------------------“ The people that excel at creating meaning, not just transmitting information, they understand that communication isn't about just town halls and emails. But, really how they show up every day and that there is science to say if they show up in a way that is credible, they're highly competent. That they're likable in one way, shape, or form, generally likable and they are consistent. That they have a frequently and predictable drumbeat of presence that people can create what we call parasocial relationships. Which is, everyone feels like they have a relationship with the CEO, even though they might see them in a town hall once a year.” – Lisa Colella-------------------Episode Timestamps:*(02:33): Getting to know Lisa*(07:27): Lisa's career journey*(12:42): Balancing informal and formal communication*(19:12): How psychology influences communication*(32:24): How CRA is navigating the AI space *(38:29): Blending science and creativity for better communication strategies-------------------Links:Connect with Lisa on LinkedInLearn more about CRA Admired LeadershipSubscribe to Admired Leadership Field Notes NewsletterTry AlexSubscribe to Confluence NewsletterConnect with Carolyn on LinkedInCohesion PodcastAbout Simpplr

Welcome to episode #977 of Six Pixels of Separation - The ThinkersOne Podcast. Dan Heath is a frequent and always welcome guest on this show, and with good reason - few people have done more to translate complex human behavior and organizational dynamics into smart, actionable insights. You probably know Dan as the co-author (with his brother Chip Heath) of some of the most beloved and bestselling business books of the past two decades, including Made To Stick, Switch, Decisive, and The Power of Moments. His work has reshaped the way leaders think about communication, decision-making, change, and the emotional beats that define experience. With his latest solo book, Reset - How To Change What's Not Working, Dan continues this tradition - offering a practical framework for identifying leverage points that can unlock real transformation, even in systems that feel stuck or bloated by inertia. In this conversation, we dug into why momentum beats speed, how progress (not perfection) is the most powerful motivator in the workplace, and why so many leaders miss the mark by focusing on customer experience while overlooking the employee experience. We also talk about the role of self-doubt, the necessity of feedback, and how the Great Resignation isn't just about quitting - it's about a systemic failure to reimagine work. Dan's signature mix of rigorous research, compelling storytelling, and approachable wisdom is on full display here. You should also check out his podcast, What It's Like To Be…. If you've ever wondered why change efforts stall - or how to get unstuck with the same people and resources - this one's for you. Enjoy the conversation... Running time: 56:48. Hello from beautiful Montreal. Listen and subscribe over at Apple Podcasts. Listen and subscribe over at Spotify. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. Check out ThinkersOne. or you can connect on LinkedIn. ...or on X. Here is my conversation with Dan Heath. Reset - How To Change What's Not Working. Made To Stick. Switch. Decisive. The Power of Moments. What It's Like To Be… Follow Dan on LinkedIn. This week's music: David Usher 'St. Lawrence River'. Chapters: (00:00) - Introduction to Reset and Its Themes. (02:54) - Understanding Inefficiencies in Organizations. (05:58) - The Role of Technology in Problem Solving. (09:01) - Team Dynamics and Collaborative Change. (12:08) - Leverage Points for Effective Change. (15:10) - Motivation and Employee Engagement. (17:56) - Cultural Differences in Organizational Success. (21:03) - The Shift from Customer to Employee Experience. (32:06) - The Great Resignation and Management Challenges. (34:02) - Management by Walking Around: A Timeless Approach. (36:19) - Inertia and the Challenge of Change. (38:34) - Momentum vs. Speed: The Key to Progress. (40:08) - The Progress Principle: Motivation Through Meaningful Work. (41:56) - The Reality of Modern Work. (43:53) - Defining Waste: A New Perspective on Efficiency. (45:53) - The Role of Government in Efficiency and Change. (52:40) - Self-Doubt and Openness to Feedback.

In this episode of HR Like a Boss, John sits down with AI and chatbot expert Beth White to explore how artificial intelligence is reshaping human resources. They discuss the evolving role of HR, the impact of AI on employee support, and the ethical considerations of AI in the workplace. Beth shares insights on collaborating with IT, ensuring data security, and addressing AI hallucinations. She encourages HR professionals to experiment with AI tools and take an active role in shaping responsible AI practices within their organizations.ABOUT BETH WHITEBeth White is the Founder and CEO of MeBeBot, an AI solution developed and designed to digitally transform employee support and change management communications, to drive productivity and operational efficiencies within organizations. Beth has over 15 years' experience as a Human Resources Leader and 10+ years of experience in sales and developing software technology, with an emphasis on disrupting traditional business processes using technology. Beth lives in Austin, Texas, and has a BA from the University of Wisconsin-Madison and an MBA from St. Edward's University and she evangelizes and educates on ethical AI for making work more meaningful.

Mark Hagan joins Elevate Care to discuss the dynamic role of technology in healthcare, especially in workforce management. He highlights the importance of strong partnerships between CIOs and HR leaders, effective change management strategies, and the role of AI in improving employee experiences. Mark also emphasizes the critical need for robust technology and data foundations to drive success across healthcare organizations.Chapters00:00 Introduction to Healthcare Technology Leadership02:46 The Evolution of Workforce Technology in Healthcare06:10 Strategic Partnerships: CIOs and HR Leaders08:58 Criteria for Selecting Healthcare Technologies11:46 Successful Implementation and Change Management15:06 Future Innovations in Healthcare Workforce Technology17:51 The Role of AI in Healthcare Technology21:07 Creating a Positive Employee Experience23:58 The CIO's Role in Driving InnovationAbout Mark:Mark Hagan is the Chief Information and Digital Officer at AMN Healthcare, overseeing digital strategy, technology R&D, IT infrastructure, data security, and program management. With extensive experience in systems integration, platform rationalization, and enterprise technology execution, he has led innovations and digital transformations across multiple organizations.Before joining AMN Healthcare, Mark served as CIO and Senior VP of IT at Envision Healthcare, where he spearheaded IT strategies for healthcare services. Earlier, as IT Director at TeleTech, he managed global infrastructure expansions across multiple continents.Mark also contributes as a director for M&M Properties Colorado LLC and Wonolo, Inc. Passionate about innovation, he has introduced AI, robotic process automation, and natural language processing to enhance operations and drive growth.Learn more about Mark Hagan: https://www.amnhealthcare.com/about/amn-leadership-team/mark-hagan/Connect with Mark on LinkedIn About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here. Find Us On:WebsiteYouTubeSpotifyAppleInstagramLinkedInXFacebook Powered by AMN Healthcare