Podcasts about NPS

From physician assistant to DPC physician, Dr. Reid Lancaster took the long road on purpose. In this episode of My DPC Story, he sits down with Dr. Maryal Concepcion to trace his journey from PA to DO and the moment a three-minute news clip about direct primary care planted a "worm in his brain" he couldn't shake.Dr. Lancaster is the founder of Ethos Modern Medicine in La Quinta, California, just outside Palm Springs in a community as economically diverse as almost anywhere in the country. He shares why he chose to become a physician rather than practice independently as a PA, the honest differences he sees between PA, NP, and physician training, and how residency shaped what he can now do for his patients in primary care.This conversation is packed with practical wisdom for anyone weighing a DPC of their own. Dr. Lancaster opens up about the naysayers he faced through medical school and residency, the mentors who pushed him to "cash in" on a traditional job, and the wife who kept the dream alive when the doubt crept in. He also reflects on the business side he never trained for, from California compliance surprises to the taxes and systems that fall through the cracks in year one and beyond.You'll hear the real stories behind the lessons: the AI answering service named Jarvis that tanked his consults by 80 percent, the patients stuck in referral limbo despite having insurance, and the goals he wrote down before opening that he rediscovered in an old drawer. Dr. Lancaster makes the case that mistakes are lessons, that hiring a little earlier than feels comfortable can accelerate growth and protect your quality of life, and that clear boundaries set upfront are what keep DPC sustainable.Now three and a half years in and effectively full at 600 patients with no marketing, Dr. Lancaster reflects on what growth looks like from here, the working partnership he's exploring with PAs and NPs in the DPC space, and why the local coffee shop model, not the franchise, may be the future of direct primary care.Whether you're a pre-med student, a resident or a physician eyeing the exit from fee-for-service, or a DPC owner thinking about your next step, this episode is a reminder that you've done hard things before and you can do this too.Head to mydpcstory.com to find your starting point, and come say hi at the AAFP co-sponsored DPC Summit in New Orleans.Meet the My DPC Story team at DPC Summit NOLA! Summit bundles are live: HERE the Physician Owner's PlannerThe "insurance is not healthcare" teeA digital tool bundle for your practice A website reviewA 50% off our $350 Patient Explainer VideoPlus a chance to win an hour with Dr. Concepcion.  Cooperative of American Physicians or CAP. Learn more about the medical malpractice company used by Dr. Maryal Concepcion since 2021 at capphysicians.com or by calling 800-356-5672.Guava Health. A premium patient experience, pulling data from EHRs and wearables, helping  see the full picture and uncover root causes to deliver personalized care. ZION HealthShare. Get peace of mind for major medical events without going back into the insurance maze. Support the showGET your FREE MONTHLY BUSINESS TOOL DOWNLOADBecome A My DPC Story PATREON MEMBER! SPONSOR THE PODMy DPC Story VOICEMAIL! DPC SWAG!FACEBOOK * INSTAGRAM * LinkedIn * TWITTER * TIKTOK * YouTube

The Substance Abuse Advisory Council Secretariat within the Ministry of Health is urging the public to remain vigilant about the presence and use of new psychoactive substances (NPS) during the Carnival season. New Psychoactive Substances (NPS) such as Molly, Ecstasy and other drugs can pose severe health risks to an individual and can cause symptoms like shortness of breath, confusion and severe anxiety. If you or someone you know begins to feel unwell and is experiencing these symptoms, seek immediate medical attention at a health facility.

The illicit drug market is evolving faster than ever before. Novel psychoactive substances (NPS), synthetic opioids and increasingly potent club drugs are creating new challenges for pre-hospital clinicians, emergency departments and critical care teams. Patients are presenting with unfamiliar toxidromes, unpredictable physiology, and rapidly deteriorating clinical conditions that demand evidence-based assessment and management. The episode begins with insights from Dr Caroline Copeland, Senior Lecturer in Pharmacology and Toxicology at King's College London and Director of the National Programme on Substance Use Mortality. Caroline explains how the illicit drug market has transformed over the past decade, discussing the emergence of synthetic opioids, nitazenes, novel benzodiazepines and the ever-expanding range of novel psychoactive substances. Drawing on national surveillance data and forensic toxicology, she highlights the trends every frontline clinician should understand and the public health implications of these rapidly evolving substances. Building on that foundation, Owen Bowden-Jones, Consultant Psychiatrist and one of the UK's leading experts in club drugs and addiction medicine, takes us into the practical realities of managing patients who have taken MDMA, ketamine, GHB/GBL, synthetic cathinones, synthetic cannabinoids ("Spice"), nitrous oxide and other emerging recreational drugs. The discussion focuses on recognising toxidromes, avoiding common pitfalls and delivering safe, evidence-based supportive care in the pre-hospital and emergency setting.How the illicit drug landscape has changed over the last decade.Novel psychoactive substances (NPS) and why they continue to emerge.Synthetic opioids, nitazenes and the growing public health threat.MDMA toxicity and serotonin syndrome.Ketamine: recreational use, toxicity and chronic complications.GHB/GBL overdose and withdrawal.Synthetic cathinones ("bath salts") and severe behavioural disturbance.Synthetic cannabinoids ("Spice") and unpredictable toxicity.Nitrous oxide misuse and neurological injury.Recognising toxidromes rather than chasing an exact drug diagnosis.Managing agitation, hyperthermia and cardiovascular instability.Harm reduction and communicating with patients who use recreational drugs.Emerging drug trends every pre-hospital clinician should know.This episode brings together and expands on two previous conversations from the Pre-Hospital Care Podcast:Novel Psychoactives and The New Drug Landscape: A Conversation with Dr Caroline Copelandhttps://podcasts.apple.com/gb/podcast/novel-psychoactives-and-the-new-drug/id1441215901?i=1000748836782Club Drugs, Illegal Highs and Novel Psycho-active Substances with Owen Bowden-Joneshttps://creators.spotify.com/pod/profile/phcp/episodes/Club-drugs--illegal-highs-and-Novel-Psycho-active-Substances-with-Owen-Bowden-Jones-ejk7rfYou can find excellent online eLearning resources on Club Drugs and NPS here: https://elearninghub.rcpsych.ac.uk/products/Module_1_Introduction_to_club_drugs_and_NPSThese are empirical studies conducted and published by Caroline Copland: https://www.kcl.ac.uk/people/caroline-copeland

Most companies are rushing to layer AI onto customer operations without fixing what sits underneath. Deb Ashton of Certinia says that's the wrong order. When sales, delivery, finance, and customer success work from separate systems with different views of the same customer, AI doesn't close those gaps; it amplifies them. Clients feel the disconnect as friction: repeating themselves across departments, getting inconsistent answers, and slowly losing trust. What You Will Learn Why adding AI to customer support fails when your sales, finance, and delivery systems do not share customer data, and what customers experience when they do not The three layers of trust that determine whether clients renew, and which one AI cannot replace Where AI actually protects revenue in your business versus where it erodes customer relationships The difference between "human in the loop" and "human on the loop," and when to use each one with AI workflows Why metrics like NPS and renewal rates hide the real problem with your AI implementation until the customer has already left How to identify which administrative work should be automated and which customer-facing decisions need human judgment before execution What to do when your customer success manager cannot answer basic questions about a contract, and why that moment determines whether you keep or lose the customer This episode is brought to you in partnership with Certinia. Certinia is a professional services platform built natively on Salesforce that connects the full services lifecycle — sales, delivery, financials, forecasting, staffing, and project management — on a single data layer, so every team works from the same view of the customer, and AI can act with certainty. Learn more at Certinia.com. Subscribe to DoingCXRight.com newsletter for more actionable strategies to boost business results the right way.

The freight market changes fast, but a lot of broker operations still look the same: endless check calls, status emails, manual appointment scheduling, missing PODs, and a nonstop flood of “where's my order” messages. We sat down live with Jett McCandless, founder and CEO of Project44, to make a major announcement and dig into the why behind it: LSP44 is launching as a dedicated business built specifically for logistics service providers, including 3PLs, freight brokers, and freight forwarders. We talk through the history that led here, from Project44's early LSP roots to the hard lessons of selling into shippers with entrenched EDI teams and slow enterprise change management. Jett shares what changed when capital stopped being “free,” how prioritization decisions damaged LSP relationships, and how product reliability helped drive a dramatic NPS turnaround. The big takeaway: LSPs buy and use technology differently because their product is the service, and they need infrastructure that plugs into their operating system and scales without adding overhead. Then we get tactical on logistics AI. Where do AI agents belong in the workflow, and where are they just an expensive band-aid? Jett breaks down the API-first approach, the gaps agents should fill, and the orchestration layer that constantly tests vendors, routes tasks to the best performer, and delivers outcomes without forcing customers to manage a fragmented tech stack. We also dig into trust, data rights, and why “cool demos” are getting replaced by brutal ROI questions across the industry. If you care about freight visibility, AI automation, TMS strategy, and what the next decade looks like for domestic brokers versus global forwarders, this one goes deep. Subscribe, share with a broker operator who's tired of vendor sprawl, and leave a review with the one freight task you'd automate first.Thanks to our sponsors:Cloneops.ai: Not just AI. Industry-born AI.cloneops.aiBitfreighter: Scale Freight. Not Integration Costs. Win More. Accept More.bitfreighter.comTriumph: Accelerate quote-to-cash with AI-powered invoicing, bank-grade carrier payments, and transaction-based market intelligence.triumph.io/morecapacity

What happens when the founder of Mint.com takes on one of healthcare's most broken experiences—patient communication? In this episode of Bright Spots in Healthcare, Eric Glazer sits down with Aaron Patzer, Founder and CEO of Vital, to explore how simplicity, clarity, and human-centered design can drive real impact in healthcare. Drawing from his journey building Mint, Aaron shares why most healthcare technology misses the mark, how better communication improves outcomes and ROI, and what leaders must do to design experiences people actually use. The conversation goes deep on: Why simplifying complexity—not adding more tech—is the real innovation How better patient communication drives measurable ROI for hospitals What healthcare leaders can learn from consumer tech about trust, adoption, and engagement The leadership principles Aaron relies on when innovating inside highly regulated, slow-moving systems If you're a healthcare leader navigating digital transformation, AI investment decisions, or experience strategy, this episode offers clear thinking, hard-earned lessons, and proof that when you make it easier for people to understand what's happening, everything works better.   References: Book Reference - The Design of Everyday Things by Don Norman About Aaron: Aaron Patzer is a renowned entrepreneur, engineer, and innovator best known as the founder of Mint.com, the personal finance platform that revolutionized money management for millions of users. After launching Mint in 2007, Patzer led it to rapid success, growing the user base to over 25 million and overseeing its acquisition by Intuit in 2009. A passionate advocate for user-centered design and simplicity in complex systems, Patzer built Mint.com by combining his technical acumen with a deep understanding of user experience and behavioral finance. He holds degrees in Electrical Engineering, Computer Science, and a Master's from Princeton University. Following Mint, Patzer continued to push boundaries in tech and health innovation. He co-founded Vital, a healthcare startup focused on improving hospital emergency room, urgent care, and inpatient experiences using AI and design thinking. Ranked by KLAS as #1 in patient experience, Vital achieves concrete results: 30–50% fewer LWOBS/AMA, 10–15% higher NPS, stronger HCAHPS scores, reduced ED bounce- back, and 10% lower 30-day readmissions. Designed to integrate seamlessly with existing EHR systems, Vital provides a user-friendly interface that engages patients, resulting in 60%+ adoption rates, 5-10x higher than the competition. View our product overview. Partner with Bright Spots Ventures: If you are interested in speaking with the Bright Spots Ventures team to brainstorm how we can help you grow your business via content and relationships, email hkrish@brightspotsventures.com   About Bright Spots Ventures: Bright Spots Ventures is a healthcare strategy and engagement company that creates content, communities, and connections to accelerate innovation. We help healthcare leaders discover what's working, and how to scale it. By bringing together health plan, hospital, and solution leaders, we facilitate the exchange of ideas that lead to measurable impact. Through our podcast, executive councils, private events, and go-to-market strategy work, we surface and amplify the "bright spots" in healthcare—proven innovations others can learn from and replicate. At our core, we exist to create trusted relationships that make real progress possible. Visit our website at www.brightspotsinhealthcare.com. Visit our website:  www.brightspotsinhealthcare.com. Follow Bright Spots in Healthcare: https://www.linkedin.com/company/shared-purpose-connect/  

A CMO Confidential Interview With Aarron Spinley, Director at the Field Bell Institute and Author of "The Customering Method." Aarron discusses his belief that customer management deserves its own discipline as part of marketing, that understanding customer needs is the foundation of sales, and why popular metrics can be misleading. Key topics include:- Why you should "learn the asset versus learn instead of the measures"- The need to focus on "unnatural churn"- The difference between automation and serviceTune in to hear why he's not fully on board with NPS and a story about "trendy rabbit holes." ⏱️ Chapters00:00 - Introduction to CMO Confidential and Guest Aarron Spinley01:23 - Defining Customer Experience and "Customering"04:35 - Limitations of Marketing Concepts and Survey Data in Customer Management06:53 - Drivers of Customer Loyalty vs. Net Promoter Score (NPS)10:11 - The Relationship Between Customer Satisfaction and Loyalty in Banking12:30 - The Correct Sequence of Customer Management: Asset, System, Measurement13:59 - Market Orientation vs. Sales Orientation within a Customer Base27:28 - What Effective Customer Interaction Looks Like30:02 - The Role of AI and Centralized Decisioning/Orchestration32:52 - Career Advice: Focus on Fundamentals Over Tools34:36 - Conclusion and Closing RemarksSubscribe for weekly episodes featuring world-class marketing leaders, board members, and C-Suite executives.#CMOConfidential, #MarketingLeadership, #BrandStrategy, #CorporateActivism, #MarketingStrategy, #CMO, #AIinMarketing, #ExecutiveLeadership, #BrandReputation, #ConsumerTrust, #DigitalMarketing, #MarketingInsights, #ThoughtLeadership, #BusinessStrategy, #CustomerCentricSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Noam Segal is a longtime research leader across Airbnb, Meta, Twitter, Zapier, Intercom, and Figma, a certified coach, AI builder, and my community research lead. Together, we run the annual Tech Worker Sentiment Survey, now in its second year and one of the largest of its kind: a quantitative study of how people in tech actually feel about their jobs, AI, burnout, and the future of their careers. This year's survey captured responses from thousands of workers across product, engineering, design, research, marketing, data, and sales, and the results are striking.In our in-depth conversation, we discuss:1. Why AI has split the tech workforce almost exactly in half—one half that's thriving, another that's shaken2. The four emotional archetypes defining tech workers right now (the Energized, the Conflicted, the Disoriented, and the Resentful)3. Why burnout has jumped an alarming 11 points in a single year4. Why nobody in tech would recommend their job to someone entering the industry today5. The #1 fear in tech right now (it's not job loss to AI)6. Why managers are the single biggest lever for employee well-being7. Concrete advice for what employees and leaders can do right now—Brought to you by:WorkOS—Make your app enterprise-ready, with SSO, SCIM, RBAC, and more: https://workos.com/lennyMercury—Radically different banking, now with Command: https://mercury.com/command?utm_source=lennys&utm_medium=sponsored_newsletter&utm_campaign=26q3_brand_campaign—Episode transcript: https://www.lennysnewsletter.com/p/how-tech-workers-actually-feel-about—Archive of all Lenny's Podcast transcripts: https://www.dropbox.com/scl/fo/yxi4s2w998p1gvtpu4193/AMdNPR8AOw0lMklwtnC0TrQ?rlkey=j06x0nipoti519e0xgm23zsn9&st=ahz0fj11&dl=0—Where to find Noam Segal:• X: https://x.com/noamseg• LinkedIn: https://www.linkedin.com/in/noamsegal—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction to Noam Segal(02:34) About the survey: methodology and scope(06:04) The core finding: AI has split the tech workforce in half(13:03) The AI identity stance(14:40) The four archetypes: Energized, Conflicted, Disoriented, Resentful(19:35) Burnout is surging (and why shipping faster is making it worse)(22:53) A glimmer of hope(24:55) Layoff worries(29:15) The career recommendation NPS score(36:45) The ladder metaphor: rungs disappearing beneath our feet(45:14) AI is making us faster, not better(52:53) The #1 fear: being squeezed to do more for the same pay(55:55) The emotional landscape and “smiling exhaustion”(01:01:02) Designers and researchers: the most negative group two years running(01:06:27) Who's happiest(01:12:18) Managers: the single biggest lever on well-being(01:18:47) The industry is “chaotic”(01:24:53) What employees and leaders can do right now(01:31:32) AI guilt and closing thoughts—Referenced:• How tech workers are feeling in 2026: a workforce splitting in two: https://www.lennysnewsletter.com/p/how-tech-workers-are-feeling-in-2026• How tech's most resilient workers handle burnout: https://www.lennysnewsletter.com/p/how-techs-most-resilient-workers• Please stop the AI Confidence Theater: https://www.elenaverna.com/p/please-stop-the-ai-confidence-theater• Velocity over everything: How Ramp became the fastest-growing SaaS startup of all time | Geoff Charles (VP of Product): https://www.lennysnewsletter.com/p/velocity-over-everything-how-ramp• NPS Is The Worst: https://www.npsistheworst.com• The Terminator: https://www.imdb.com/title/tt0088247• Skynet: https://terminator.fandom.com/wiki/Skynet• Inside Devin: The world's first autonomous AI engineer that's set to write 50% of its company's code by end of year | Scott Wu (CEO and co-founder of Cognition): https://www.lennysnewsletter.com/p/inside-devin-scott-wu• Devin: https://devin.ai• An AI state of the union: We've passed the inflection point, dark factories are coming, and automation timelines | Simon Willison: https://www.lennysnewsletter.com/p/an-ai-state-of-the-union• Redeploying Fable 5: https://www.anthropic.com/news/redeploying-fable-5• Why half of product managers are in trouble | Nikhyl Singhal (Meta, Google): https://www.lennysnewsletter.com/p/why-half-of-product-managers-are-in-trouble• Inside Linear: Building with taste, craft, and focus | Karri Saarinen (co-founder, designer, CEO): https://www.lennysnewsletter.com/p/inside-linear-building-with-taste• Building beautiful products with Stripe's Head of Design | Katie Dill (Stripe, Airbnb, Lyft): https://www.lennysnewsletter.com/p/building-beautiful-products-with• The design process is dead. Here's what's replacing it. | Jenny Wen (head of design at Claude): https://www.lennysnewsletter.com/p/the-design-process-is-dead• OpenAI Codex lead on the new shape of product work | Andrew Ambrosino: https://www.lennysnewsletter.com/p/openai-codex-lead-on-the-new-shape• Elon Musk: ‘Chances are we're all living in a simulation': https://www.theguardian.com/technology/2016/jun/02/elon-musk-tesla-space-x-paypal-hyperloop-simulation—Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.—Lenny may be an investor in the companies discussed. To hear more, visit www.lennysnewsletter.com

Human trafficking is a healthcare issue, and many NPs do not feel fully prepared to recognize it in clinical practice. In this episode, I'm joined by NP educator Dr. Lauren Mays to discuss recognizing human trafficking, common misconceptions, and the important role healthcare providers play in supporting vulnerable patients.     We discuss how trafficking signs often show up as more of a vague "something's not quite right here" feeling and what to do when this feeling comes up. Dr. Mays also shares some examples of common symptoms, how to create privacy and safety, and why our role is not to investigate or rescue, but to provide trauma-informed, patient-centered care.                                            Get full show notes, transcript, and more information here: https://blog.npreviews.com/recognizing-human-trafficking-lauren-mays                    Follow us on Instagram: instagram.com/smnpreviewsofficial       Connect with Lauren on LinkedIn: linkedin.com/in/lauren-c-mays-2676781a2/

Send us Fan MailYour lot can be busy and your growth can still stall and the cause is usually not “lack of demand.” It's the small cracks underneath: missed calls, weak follow-up, stores that are not truly staffed, handoffs that confuse customers, and a culture that silently tolerates behavior that drives buyers away. I sit down with Jonathan Ulrich of Ulrich Structures to talk about what it really looks like to get back to the basics in the shed industry while the world races toward AI, online checkout, and agent-driven buying. We dig into why AI is here to stay, how it will reshape search and ecommerce, and why none of it matters if we forget the end user. Jonathan keeps bringing it back to “Sally,” the real customer with real needs, dreams, and expectations. A shed is rarely just a 10x12. It's often a family story, a life change, or an emotional problem someone is trying to solve. When we sell with empathy and deliver with consistency, we earn the most effective marketing there is: referrals and five-star reviews. We also get practical about leadership and culture. Jonathan shares a simple definition that hits hard: culture is the lowest behavior tolerated. If we allow late openings, unanswered phones, disrespect, or excuses, that becomes the standard. We talk NPS for employees and customers, mid-project feedback loops, and why “gemba” leadership (going to where the work happens) beats conference-room slide decks every time. If you want a stronger shed sales process, better customer experience, and a team that executes, this conversation will challenge you in the best way. Subscribe, share this with your team, and leave a review so more builders, dealers, and manufacturers can find it.For more information or to know more about the Shed Geek Podcast visit us at our website.Would you like to receive our weekly newsletter?  Sign up on our website: shedgeek.comFollow us on Twitter, Instagram, Facebook, or YouTube at the handle @shedgeekpodcast.To be a guest on the Shed Geek Podcast visit our website and fill out the "Contact Us" form.To suggest show topics or ask questions you want answered email us at info@shedgeek.com.This episodes Sponsors:Studio Sponsor: Shed ProPittsburgh PaintsCardinal LeasingiFABIdentigrowSolar Blaster

For many hikers, Glacier National Park is the adventure of a lifetime. Towering peaks, turquoise lakes, and seemingly endless miles of alpine wilderness makes it one of the most beautiful places in North America. But hidden among those postcard views are routes that require experience, careful planning, and a healthy respect for just how dangerous these mountains can be.Today we're looking at two young men who set out on one of Glacier's most challenging traverses just four years apart. Both were hiking alone. Both disappeared without a trace. And despite massive search efforts, neither would be found until it was too late.Sources:Hike734, Obits, NPS, NBC Montana, NPS-2, Flathead Beacon, Strange Outdoors, Find A Grave, Big Fork Eagle, Flathead Beacon-2, Daily Interlake, Big Fork Eagle, Strange Outdoors-2Support us on Patreon for as little as $1 a month, with benefits starting at the $3 tier!Follow us on Instagram at offthetrailspodcastFollow us on Facebook at Off the Trails PodcastIf you have your own outdoor misadventure (or adventure) story that you'd like us to include in a listener episode, send it to us at offthetrailspodcast@gmail.com  Please take a moment to rate and review our show, and a big thanks if you already have!**We do our own research and try our best to cross-reference reliable sources to present the most accurate information we can. Please reach out to us if you believe we have mispresented any information during this episode, and we will be happy to correct ourselves in a future episode.

The Recfest Recap 2026   We're unpacking the absolute best moments, groundbreaking strategies, and actionable takeaways from RecFest 2026. Whether you were dodging the summer sun at Knebworth Park or couldn't make it across the pond, this exclusive recap session distills the high-impact content from the industry's top thought leaders. Get ready to supercharge your TA strategy, embrace the human advantage in an AI-driven world, and discover exactly what the future of recruitment looks like.   The Human Advantage in an AI World: Grace Lordan (LSE) explores how talent leaders can leverage AI, inclusion, and better decision-making to drive true performance rather than just processing efficiency.   From Recruiter to Talent Architect: A powerhouse panel featuring leaders from Amazon, EY, and Booking.com discusses the evolution of the recruiter role as AI absorbs operational tasks, shifting the focus to high-value, human-centric strategy.   The AI-Adjusted EVP: Joanna Hackett (Howden) reveals how forward-thinking organisations are evolving their Employee Value Propositions to focus on reskilling, internal mobility, and long-term career relevance in the age of automation.   TA as a Strategic Growth Engine: Chris Tennant (Infor) and fellow TA directors from Gilead and Mars share how to fundamentally redesign the talent acquisition function to operate as a core driver of business performance.   Amazon's Strategic Business Partner Model: Beckie Longworth and the Amazon TA team reveal how they shifted from a transactional, requisition-driven service into a strategic business partner function that acts as a consistent interface for growth.   Talent Intelligence at Scale: Andrew Sinclair and Charles Rue (S&P Global) demonstrate how to build a connected workforce by turning overwhelming talent data into actionable, confident market intelligence.   The Early Careers Talent Crisis: Aisha Lysejko (2040 Leaders) and experts from Shell and Danone warn against cutting early careers investments, explaining how doing so creates a dangerous "missing middle" that cripples future leadership pipelines.   Standardised Hiring Metrics: Adrian Thomas (Walbridge) and Jonathan Berry (House of Commons) break down the UK's first standardised hiring metrics, exploring what "good" really looks like in talent acquisition benchmarking today.   Global TA Transformation at Sanofi: Lia Manafova (Sanofi) shares the healthcare giant's journey of taking back ownership of their global recruitment landscape, transitioning away from decentralized models to centralise and streamline their tech stack.   Why should you carve out time in your busy schedule to join 'The Recfest Recap 2026'? Because the recruitment landscape is shifting faster than ever, and relying on yesterday's playbooks simply won't cut it. This webinar isn't just a summary; it's your shortcut to the strategies that are actively reshaping the industry—from deploying AI without losing the human touch to transforming TA into a strategic business partner. By signing up, you'll equip yourself with the tangible, future-proof tactics you need to attract top talent, elevate your employer brand, and lead your team into the next era of hiring. Secure your spot now and stay ahead of the curve!   We're on Wednesday 8th July at 2pm BST. Register by clicking on the green button (save your spot) and follow the channel here (recommended).   Ep392 is supported by our friends at Screenloop   Screenloop is the number one ATS for SMEs: covering interview intelligence, background checks, automations, candidate NPS and Quality of Hire analytics, all-in-one package.   Rated 4.9/5 on G2 our Interview Intelligence transcribes, fills scorecards, coaches hiring teams, so every hiring decision is faster, fairer and evidence-based. Importantly, our AI tools do hallucinate or over promise, it improves human led conversations.

¿Tu empresa hace IA o solo lo aparenta? Tito Neira retoma la conversación con Iván Herrero Bartolomé, Chief Data Officer de Grupo Intercorp (+30 empresas) y cofundador de CDO LATAM, dos años después de su primera visita. Hablan de la trampa de los pilotos eternos, el "teatro de la innovación", por qué la prueba de concepto siempre funciona (y producción es otra historia), la receta de construir carreteras — arquitectura, observabilidad, casos de bajo riesgo con resultados reales (+15-20% ventas, +10-15 NPS) — y las 3 decisiones que un CEO debería tomar en los próximos 90 días.00:00 Intro y regreso de Iván01:59 De Bilbao a Intercorp04:38 ¿Burbuja de pilotos? No: una trampa07:26 La tecnología está madura, nosotros no09:04 Licencias no son ventaja competitiva11:49 El teatro de la innovación15:24 POCs que no llegan a producción17:48 El gap del 85% al 98%18:46 El "AI Engineer" de dos meses21:04 Construye carreteras primero22:33 Arquitectura de IA y observabilidad25:55 Casos de bajo riesgo y resultados29:33 Del caso puntual al proceso completo32:14 Las 3 decisiones del CEO en 90 días38:42 Cierre✩ CURSOS DISPONIBLES

Special Offer: Get 15% OFF your first FIGS order with code FIGSUK at checkout.Shop now at https://www.wearfigs.com/———————————————————————UK Dentists: Collect your verifiable CPD for this episode here >>> https://courses.dentistswhoinvest.com/smart-money-members-club———————————————————————Your diary can be fully booked and your practice can still be quietly losing ground. We recorded this live at the Business of Dentistry Conference in Birmingham with Dr. Chetan Mathias, a seven figure dentist and practice owner who has spent years helping UK dentists install simple systems that improve profitability without compromising care.We get practical about KPIs for dental practices and why so many principals and associates avoid them: no training, fear of what you'll find, and the worry that tracking turns patients into revenue units. Chetan flips that on its head and argues that the right numbers actually protect ethics, because they stop you making desperate choices when cash gets tight.You'll hear the six “vital signs” he uses to understand practice health with minimal effort: new patient numbers and where they come from, case acceptance rate, production per hour, overhead percentage, patient retention, and team engagement through employee NPS. Along the way we dig into real examples, from wasted Google ad spend that should have been redirected into referrals, to small consultation tweaks that lift conversion, to diary restructuring that restores hourly output, and overhead leaks like clinical waste costs that quietly balloon.———————————————————————Disclaimer: All content on this channel is for education purposes only and does not constitute an investment recommendation or individual financial advice. For that, you should speak to a regulated, independent professional. The value of investments and the income from them can go down as well as up, so you may get back less than you invest. The views expressed on this channel may no longer be current. The information provided is not a personal recommendation for any particular investment. Tax treatment depends on individual circumstances and all tax rules may change in the future. If you are unsure about the suitability of an investment, you should speak to a regulated, independent professional. Investment figures quoted refer to simulated past performance and that past performance is not a reliable indicator of future results/performance.Send us Fan Mail

O seu planejamento estratégico é realmente único ou é apenas um "copiar e colar" de metas genéricas?No episódio 293 do Love the Problem, Rafaela Fonseca recebe Ana Araújo (CEO na Pareto) e Fernanda Magalhães (Consultora e Trainer na Nower e K21) para debater sobre como levar o planejamento estratégico além do óbvio — e por que tantas empresas ainda falham no básico antes mesmo de tentar dar passos mais complexos.Elas abordam:A armadilha da pasteurização: objetivos genéricos (como "aumentar faturamento", "melhorar NPS" ou "investir em inovação") quando usados como simples padrões deixam de ser úteis e formam uma estratégia sem conexão com a realidade específica da empresa.O feijão com arroz precisa de tempero: O óbvio e o básico precisam ser ditos e muito bem-feitos. A liderança precisa estar presente e atenta aos detalhes para que uma boa estratégia seja criada e colocada em prática.A pressa de ir para o "Como": Há um impulso enorme em descer diretamente para a solução, antes mesmo de garantir que todo o grupo compreenda claramente o ponto de partida e o destino final da organização. Antes de falar da solução é importante que todos estejam alinhados sobre o problema.Projetos informais: Para testar novas soluções de forma ágil é preciso abrir espaços seguros para o time experimentar e testar hipóteses. Projetos informais que estejam alinhados com a estratégia e a liderança direta podem ser esses espaços ricos de colaboração, criatividade e inovação.Executivos conectados com o dia a dia: Empresas são feitas de pessoas, e projetos são entregues por pessoas. A liderança precisa enxergar de perto o que está acontecendo na realidade da operação para criar uma estratégia acionável.Você quer elevar o nível do planejamento estratégico na sua empresa? Então dê o play e vem com a gente!

The biggest brands have the most data and act on it slowest. Patrick O'Toole, CMO of Unleashed Brands, has led billion-dollar brands at PepsiCo and Burger King. Now, he's rebuilding an entire marketing function from scratch with AI at the center, giving him a rare view from both worlds. Pat breaks down the 70-20-10 model for balancing proven tactics with true experimentation, shows how feeding NPS and Google reviews through a behavioral-economics-trained LLM uncovered hidden consumer motivators competitors miss, and explains why every AI insight still gets validated through traditional methods before it ships. You'll hear how to move fast without losing the human expertise (and consumer truth) that makes the work actually land. Pat also hints at Unleashed Brands' newly-launched KidHub, a new family app designed to help parents manage their children's activities while giving them greater visibility into the confidence, resilience and life skills being built along the way.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Dennis Martin Disappearance Update - NPS Files Released After 56 Years!Become a supporter of this podcast: https://www.spreaker.com/podcast/missing-persons-mysteries--5624803/support.

HortWeek editor Matt Appleby, prospective horticulturist Douglas Newbery and technical editor Sally Drury report on the essential horticulture stories of the week.Topics for this week:National Plant Show product highlights including pre and post-biotics for soil health, a marvellous mulch and a child-size garden centre trolley.Promising news from Aeroplas pot and tray company An early look at potential Christmas hot sellersNew lines for Creation Horticulture New plant award winners at NPS and Gardeners' World LiveOne-stop shops in the UK - could this Dutch model work where it's failed in the past?Horticultural shows: what changes might be see for next year?Horticulture salaries come under the microscope in HortWeek's latest reportAnd Doug Newbery (son of Georgie Newbery of Flowers from the Farm) offers his thoughts on horticulture as a careerPodcast producer: Christina Taylor Hosted on Acast. See acast.com/privacy for more information.

Most companies view their customer service team as a cost to reduce. Lisa Oswald at TravelZoo says that is precisely the wrong instinct. When you see the people who communicate with customers all day as an expense, you stop understanding why customers are dissatisfied, continue doing what frustrates them, and lose their business without ever realizing the real reason. By the time it appears in your data, the customer is already gone. So what separates the companies that keep their customers, grow their revenue, and earn the budget to do more from the ones that keep losing both? You've come to the right place for answers. This episode is for any leader who is tired of fighting for a budget and wants to make a case that their boss actually says yes to. What You'll Learn: Why CSAT and NPS get a polite nod in the boardroom, and which three specific numbers make finance actually approve budget Whether your customers would miss you or just miss your price, and why that gap is where you lose revenue The gap between saying "it's my responsibility" and feeling "I own this outcome," and why only one stops churn Why attaching a name to every survey question turns feedback into action, and what happens when you don't How a 30-year-old bus tour still explains why companies lose customers without knowing the real reason Why contact center AI delivers measurable returns in weeks, creating the data service leaders need to secure larger CX budgets What emotion customers feel at each stage that predicts whether they'll stay or leave, and where most companies stop looking Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Please visit answersincme.com/GXT860 to participate, download slides and supporting materials, complete the post test, and get a certificate. Presented by Sarah Donahue, MPH, ANP, AOCNP. In this activity an expert in breast cancer discusses the efficacy and safety of oral SERDs in HR+, HER2- advanced breast cancer. Upon completion of this activity, participants should be better able to: Review the evidence-based use of oral SERDs in the treatment plan for patients with HR+, HER2- advanced breast cancer; Specify the key roles of nurses and NPs in optimizing the overall care for patients with HR+, HER2- advanced breast cancer who are candidates for oral SERDs; and Outline a multidisciplinary treatment plan to maximize the long-term care of patients with HR+, HER2- advanced breast cancer.

Mark Roberge, founding CRO at HubSpot and co-founder of Stage 2 Capital, joins Sam Jacobs and AJ Bruno to tackle the question every board is asking in 2026: how do you actually measure AI's impact on a go-to-market team? They get into the revenue velocity formula, why selling time is the one variable AI can realistically double, and the ICONIQ data showing AI lifts top-of-funnel conversion 11% while barely moving active deal cycles. Plus, a Quiz Pro Quo on Palantir's 137% rule of 40 and Twilio's $5.6 million ARR per employee, a debate on whether the AI-era winner is the first mover or the fast follower, and a bull-versus-bear on whether HubSpot is the most mispriced stock in software at $3.5 billion in ARR. Key Takeaways: - Of the four variables in the revenue velocity formula, selling time is the one AI can realistically double right now. As Mark Roberge put it: "best in class has historically been about 30%. And I see a lot of evidence that today's AI can push that to 60% plus… all you do is go from 30% to 60% selling time, just algebraically you double productivity." - Before measuring AI's impact, stop accepting vague claims that a team is "AI-enabled." Roberge said he got fed up hearing it in board meetings if they can't show measurable impact.  - Set realistic expectations on what AI has actually delivered so far. Asked whether any company has jumped from tier B to tier A on AI adoption, Roberge was blunt: "Not on like a 2x, but on a 10% to 20%… I've been disappointed… it's not our portfolio, it's just the entire ecosystem." The step-change, he believes, is still ahead. - In the AI era, the copycat often beats the pioneer. "they all say fast follower wins most of the time," Roberge said of the research he could find, "it's about a third first mover, two-thirds fast follower." Faster product cycles and first movers stuck in what he calls "ACV jail" tilt the odds toward the fast follower. Connect with the Hosts & Guests: Host: Sam Jacobs, CEO at Pavilion - https://www.linkedin.com/in/samfjacobs/ Host: AJ Bruno, CEO at QuotaPath - https://www.linkedin.com/in/ajbruno3/ Guest: Mark Roberge, Co-Founder at Stage 2 Capital - https://www.linkedin.com/in/markroberge/ Topline is more than a YouTube Channel: Subscribe to Topline Newsletter: https://toplinemedia.substack.com/ Subscribe to the Topline Podcast, the #1 podcast for founders, operators, and investors in B2B tech: https://www.joinpavilion.com/topline-podcast Join the free Topline Slack channel to connect with 600+ revenue leaders to keep the conversation going beyond the podcast: https://www.joinpavilion.com/topline-slack  Chapters:  00:00 Introducing Mark Roberge 01:33 The Science Of Scaling Book 03:57 Vibe Coding Mark's Frameworks 05:42 NPS, Referrals, And Value 09:33 What Is Product Market Fit? 14:34 Measuring AI In Go-To-Market 19:25 The Revenue Velocity Formula 22:43 Selling Time Can Double Output 24:07 AI Use Cases That Move Metrics 32:56 Has AI Created Tier-A Yet? 42:35 How To Measure Selling Time 47:48 Quiz Pro Quo 54:05 First Mover Vs Fast Follower 1:08:42 Bulls And Bears

Friday, June 26, 2026 Today, another federal judge has permanently blocked Trump's order restricting mail-in voting; the Supreme Court has stripped temporary protected status from 350,000 Haitians and Syrians, and blocks asylum seekers at the border; vendors have been told to begin dismantling the Alligator Alcatraz concentration camp; massive earthquakes rocked Venezuela, Japan, and California; the Pentagon restored flu vaccines after hundreds fell ill; Senate Republicans caved on yesterday's War Powers Resolution; US Park Police seek to identify a person who touched the water in the reflecting pool a week ago; Jamie Raskin will open a discharge petition to force a vote on the $1.8B Slush Fund; a judge wants answers on why the tarp hasn't been removed from the Kennedy Center facade; plus Allison delivers your Good News. Thank You, Smalls For a limited time, get 60% off your first order, plus free shipping and free treats for life, when you head to Smalls.com/DAILYBEANS Join The Daily Beans and give a gift today to ensure The Trevor Project can continue its crucial work in the face of continued challenges. Donate to The Trevor Project - Daily Beans Podcast Guest: John FugelsangTell Me Everything|John Fugelsang, The John Fugelsang Podcast, John Fugelsang|Substack, @johnfugelsang|Bluesky, @JohnFugelsang|TwitterSeparation of Church and Hate by John Fugelsang The Latest Breakdown:The Breakdown | Trump And Trillionaires' Secret Plan To Destroy America StoriesVendors Told to Start Dismantling Florida's ‘Alligator Alcatraz' Detention Center | The New York Times Judge orders DOJ to produce, unredact sought after Epstein files | The Hill Supreme Court Allows Trump to Strip TPS, Turn Away Asylum Seekers Arriving at the Border in Pair of New Immigration Rulings | American Immigration Council Federal Judge Strikes Key Parts of Trump Order Restricting Mail Voting | The New York Times A federal judge wants answers on the tarp and scaffolding at the Kennedy Center | MS NOW Several Strong Quakes Hit Across the World in 24 Hours | The New York Times Pentagon restores mandatory flu shots for all recruits as boot camp outbreak sickens nearly 300 | AP News Reflecting Pool caulking cut with 'sharp knife or razor' in previously undisclosed incident, NPS says in court filing | ABC News Raskin launches discharge effort to formally block 'Anti-Weaponization Fund' | POLITICOGood TroubleMail-in voting is under attack. Here's what you can do - Democracy Docket Ballot Mail for Federal Elections - FederalRegister.gov →Oppose House Amendment to Defund the Peace Corps! →Comment on FR-6518-P-01 Equal Access  in HUD Programs Revisions  →Regulation for Federal Financial Assistance -  Open For Comments →FieldTeam6.org →Standwithminnesota.com →Tell Congress Ice out Now | Indivisible, Defund ICE | 5Calls →ICE List  →iceout.org Good News Tour — DANA GOLDBERGTickets for Dana Goldberg: Outrageous - Sep 23 - Den Theater - Chicago  →Share your Good News & Good Trouble - The Daily Beans →Beans Talk audio -beans-talk.simplecast.com →Email Dana LGBTQ Owned eating establishments in your area - hello@mswmedia.com Subject: “Dana's Project” Subscribe to the MSW YouTube Channel - MSW Media - YouTube Our Donation Links The Trevor Project - trevorproject.org/beans Blue Wave California - bluewavecalifornia.org/concert Donate to Public Citizen - https://citizen.org/beans/ The Daily Beans is donating $10,000 and invites you to give what you can to support their life-affirming work - Donate to It Gets Better / The Daily Beans Fundraiser Pathways to Citizenship link to MATCH Allison's Donationhttps://crm.bloomerang.co/HostedDonation?ApiKey=pub_86ff5236-dd26-11ec-b5ee-066e3d38bc77&WidgetId=6388736 Join Dana and The Daily Beans in support of Human Rights Campaign http://onecau.se/_ekes71 More Donation LinksNational Security Counselors - Donate, ActBlue.com/donate/msw-bwc, WhistleblowerAid.org/beans Dr. Allison Gill - The Breakdown | Allison Gill, Mueller, She Wrote @muellershewrote.com - Bluesky, MSW & The Daily Beans Podcast @muellershewrote - Instagram, MSW Media - YouTube →Federal workers - email AG at fedoath@pm.me and let me know what you're going to do, or just vent. I'm always here to listen.  Dana Goldberg - Dana is on Patreon! At Dana's Dugout, @dgcomedy - Bluesky, @dgcomedy - IG, Dana Goldberg - Facebook,  DanaGoldberg.com More from MSW Media - Shows - MSW Media, Cleanup On Aisle 45 pod, The Breakdown | Allison Gill Reminder - you can see the pod pics if you become a Patron. The good news pics are at the bottom of the show notes of each Patreon episode! That's just one of the perks of subscribing! patreon.com/muellershewrote Listener Survey:http://survey.podtrac.com/start-survey.aspx?pubid=BffJOlI7qQcF&ver=shortFollow the Podcast on Apple:https://apple.co/3XNx7ckWant to support the show and get it ad-free and early?https://patreon.com/thedailybeanshttps://dailybeans.supercast.com/https://apple.co/3UKzKt0 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

No one celebrates a new ERP. No champagne. Just groans.Jean de Villiers, Chief Customer Officer at Unit4, wants to flip that script.Jean shares they have kept customers for 20+ years in an industry built on dread. Secret? He runs customer success like a business, not a cost center. He cut the safe middle option. He's betting big on AI agents. And he trains his whole team to have the uncomfortable conversations most people avoid.In this episode of Unchurned, Jean sits down with host Josh Schachter to unpack the playbook: why 45% of what customers pay for goes unused, how high-touch service drives a 50-point gap in customer promotion, and what it really takes to make people love the software they're supposed to hate.Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---What You'll Learn- Why Unit4 runs CS as a profit center, not a cost- How to hit 30% contribution margin to EBITDA in post-sales- Why Unit4 cut mid-touch and kept only high and digital- Packaging every service into a self-serve catalog- Building an agentic digital CSM that feels high-touch- The 50-point NPS gap between high-touch and self-serve- Why 45% consumption is ERP's dirty secret- Training non-sellers on the Challenger Sale method- How AI plus human domain expertise wins together---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---Timestamps0:00 - Preview and Introduction1:44 - Meet Jean de Villiers 2:45 - What Unit4 does and its four verticals4:32 - Customers who stay 20+ years6:32 - The org structure of post-sales7:32 - Running CS as a profit center under PE8:50 - Why they cut mid-touch9:45 - Packaging services into a catalog12:20 - The agentic digital CSM vision13:53 - Success For You: the high-touch subscription18:12 - Sunsetting on-prem product, migrating to cloud & Ava21:50 - The 45% consumption problem23:57 - The 50-point NPS difference25:30 - Challenger Sale training for everyone31:40 - Wrap-up---Where to Find the GuestJean de Villiers (Unit4): https://www.linkedin.com/in/jeandevilliers/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

Part 2 moves from the journey to the operating philosophy. Riyaaz Amlani unpacks his evolving stance on the aggregators — from resistance to "uneasy truce" — and the hard lesson that restaurateurs who send guests to Zomato and Swiggy have only themselves to blame. He argues delivery and dine-in are two different businesses, lays out his ambition to turn Impresario into a full-service-restaurant platform, and gets personal on hiring, Gen Alpha kids, weekends, and why his life scores 9.9 out of 10. CHAPTERS00:00  Recap and what's ahead: aggregators, the platform, the missing 0.101:48  "Digital landlords": Zomato & Swiggy, then and now02:47  From resistance to cohabitation; how aggregators trained demand05:24  Owning the customer; the cross-sector aggregator tension07:04  The Booking.com / Hotels.com parallel and how hotels fought back09:41  Build your own loyalty — don't blame the aggregator10:09  Delivery vs dine-in: two completely different businesses13:09  Restaurants beat the movies; lessons from raising VC/PE16:34  Growth math: IRR, 20-25% stable growth, the late-stage problem17:45  What motivates him: reading a city and its community18:56  Curiosity over the "5 people"; planning for serendipity24:29  Hiring: "doers and divas" and the largesse of hospitality30:24  Social as social infrastructure: coworking from day one34:25  First principles: people + process, soul, belongingness37:08  Harvesting feedback: NPS, ORM, AI, the guest-experience officer39:18  His kids and the Gen Alpha worldview43:39  Weekends, FIFA, meditation, and protecting solitude48:10  Comfort food and deferring to the chef50:11  The 25-year view; the 10,000 cr platform and the invisible 85%59:03  Anti-loyalty vs frequency: cafes are loyalty, restaurants are experience1:01:44 Final question: 9.9 out of 10, and the missing 0.1KEY COMPANIES & BRANDSImpresario Handmade Restaurants; Social; Zomato; Swiggy; ONDC; Booking.com; Hotels.com; Rebel Foods; Haldiram's; Rameshwaram Cafe; Starbucks; NRAI; PlayStation/FIFA/Minecraft (referenced).KEY CONCEPTSAggregators as "digital landlords"; deep discounting & perceived value; the uneasy truce; owning the customer relationship; the Booking.com hotel-inventory parallel; loyalty programs & direct outreach; delivery vs dine-in as separate businesses; patient capital, IRR & late-stage growth math; "doers and divas"; largesse of hospitality; full-service-restaurant platform; store-level vs corporate EBITDA; the invisible 85% "iceberg" of running a restaurant; anti-loyalty vs frequency; cafes (loyalty/convenience) vs restaurants (experience/variety); NPS/ORM/AI feedback; Gen Alpha.

Across the United States, from Alaska to Puerto Rico, there are about 112 million acres of officially designated wilderness. That amounts to about 5 percent of the country's land mass. It might appear to be even smaller when you consider that more than half of those 112 million acres protected as wilderness are in Alaska. To say that wilderness is at risk from the human imprint isn't hyperbole. While there are millions of acres of proposed, recommended, and potential wilderness across the country, Congress acts extremely slowly on these matters. Indeed, it was back in 1989 when America's Red Rock Wilderness Act was first proposed in Congress to protect 8 million acres in Utah as official wilderness. The clock continues to tick on that proposal. Without official designation as wilderness, lands can be impacted by motorized and mechanized activities, from logging and mining and energy development to off-road-vehicle recreation. But the threats to both unofficial and official wilderness might be growing, as the Trump administration has called for a review of wilderness management on lands managed by the Bureau of Land Management, the U.S. Fish and Wildlife Service, and even the National Park Service. To explore what's at stake with wilderness in America under these proposals, we have Kevin Proescholdt, the conservation director for Wilderness Watch, a nonprofit advocacy organization, and Bob Krumenaker, chairman of Keep Big Bend Wild, a nonprofit advocating for official wilderness designation in Big Bend National Park and a long-time National Park Service manager joining us today. Public comment on the Interior secretary's directives is being taken through mid-August. Here are links to the public comment pages: BLM https://www.regulations.gov/document/BLM-2026-0034-0001 https://www.regulations.gov/docket/BLM-2026-0068 https://www.regulations.gov/docket/BLM-2026-0069 https://www.regulations.gov/docket/BLM-2026-0067 NPS regulations.gov - NPS 2026-0101 regulations.gov - NPS 2026-0100 FWS Wilderness Administration and Resource Stewardship; Managing Climbing Activities in Wilderness https://www.regulations.gov/document/FWS-HQ-NWRS-2026-1618-0001

Japan has one of the lowest average NPS scores in the world, and the reason is cultural: Japanese customers expect more.Daniel Orenes Ferrández, Senior Manager of Customer Experience at Uber, discusses Omotenashi, the Japanese philosophy of anticipating customer needs and apologising sincerely before resolving a problem.Daniel has lived and worked in Japan for over a decade, including five years leading conversational AI initiatives at Rakuten. He explains why the Japanese language has between ten and fifteen ways of saying sorry, why choosing the right level matters as much as solving the issue, and how generative AI prompts can now select an apology tone based on contact type and severity, something fixed NLU responses could never do.The conversation covers Aimai, the Japanese concept of ambiguity used to maintain conversational harmony. Japanese speakers rarely say no directly, and AI systems need specific prompting to catch these signals in sentiment analysis. We also discuss the escalation strategy, digital mascots, integration with the Japanese messaging app Line, and practical guidance for global brands deploying conversational AI in Japan.Show notes
Read Daniel's Substack, Japan CX Insider: https://danielferrandez.substack.com/Follow Daniel on LinkedIn: https://www.linkedin.com/in/danielorenesferrandez/
Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms
Take our AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio
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Hey, Heal Squad! Today the conversation continues with Dr. Nasim Afsar -  author of Intelligent Health, a board-certified physician and the former Chief Health Officer at Oracle. Yesterday we talked about why the healthcare system is letting you down, well today, is all about what you can do about it. We start where so many of you have been stuck: the insurance question. To have it, or not to have it?  Dr. Nasim gives us the rule that finally makes sense. Then she tells a story about HERSELF — yes, a top physician — calling her own doctor about a cough and being told the next available appointment was four months out. Even DOCTORS are stuck in this nightmare. Wait until you hear what she did instead. We also get into the EXACT way to track a weird new symptom so that when you finally get into the appointment, you don't waste a single second. We unpack who's actually on your care team, and why NPs and PAs can do way more for you than you've been led to believe, including in primary care. Dr. Nasim walks us through who to ask for, when, and why. But perhaps the biggest takeaway? Being the CEO of your own health isn't just a mindset—it's a responsibility. Because no matter how advanced technology becomes, nobody knows your body better than you do. HEALERS & HEAL LINERS Be the CEO of your health. Here's the playbook: Leverage AI to see your full picture, save insurance for catastrophe,  not the everyday, book NPs and PAs to be seen THIS WEEK, track every symptom like evidence, trust your judgment. The Self-Advocacy Reset: You are not dramatic. You are not 'a difficult patient.' You are the CEO of your health. And the moment you start shrinking in front of a doctor,  that is the moment to stop and ask: would a good CEO accept this? The Care Team Unlock: Your care team is bigger than you knew. NPs, PAs, virtual practitioners, specialists — they can diagnose you, treat you, prescribe for you, AND see you THIS WEEK. Stop waiting four months for the only door you knew about. JOIN THE WAITLIST FOR OUR NEXT HEAL SQUAD EVENT! https://mariamenounos.myflodesk.com/heal-retreat-waitlist HEAL SQUAD SOCIALS IG: https://www.instagram.com/healsquad/ TikTok: https://www.tiktok.com/@healsquadxmaria HEAL SQUAD RESOURCES: Heal Squad Website:https://www.healsquad.com/ Heal Squad x Patreon: https://www.patreon.com/HealSquad/membership Maria Menounos Website: https://www.mariamenounos.com My Curated Macy's Page: https://stylecrew.macys.com/@mariamenounos EMR-Tek Red Light: https://emr-tek.com/discount/Maria30 for 30% off Airbnb: https://www.airbnb.com/host GUEST RESOURCES: Follow Dr. Nasim Afsar on LinkedIn: https://www.linkedin.com/in/nasim-afsar/  Website: https://www.nasimafsarmd.com/  Pick up Intelligent Health: The Movement to Unify Data, Harness AI, and Empower People to Thrive: https://www.nasimafsarmd.com/book  ABOUT MARIA MENOUNOS: Emmy Award-winning journalist, TV personality, actress, 2x NYT best-selling author, former pro-wrestler and brain tumor survivor, Maria Menounos' passion is to see others heal and to get better in all areas of life. ABOUT HEAL SQUAD x MARIA MENOUNOS: A daily digital talk-show that brings you the world's leading healers, experts, and celebrities to share groundbreaking secrets and tips to getting better in all areas of life. DISCLAIMER: This Podcast and all related content (published or distributed by or on behalf of Maria Menounos or http://Mariamenounos.com and http://healsquad.com) is for informational purposes only and may include information that is general in nature and that is not specific to you. Any information or opinions provided by guest experts or hosts featured within website or on Company's Podcast are their own; not those of Maria Menounos or the Company. Accordingly, Maria Menounos and the Company cannot be responsible for any results or consequences or actions you may take based on such information or opinions. This podcast is presented for exploratory purposes only. Published content is not intended to be used for preventing, diagnosing, or treating a specific illness. If you have, or suspect you may have, a health-care emergency, please contact a qualified health care professional for treatment.

Residents of Anaktuvuk Pass, Alaska can now use four wheelers to subsistence hunt in the Gates of the Arctic National Park and Preserve. The change was announced by the U.S. Interior Secretary during a visit last month. As the Alaska Desk's Alena Naiden from our flagship station KNBA reports, residents of the North Slope village have been fighting for this decision for decades. Marc John Morry has been hunting caribou around Anaktuvuk Pass since he was a child, but in the summer and fall, most of the land around the village has been off limits to hunters like him. That is because residents were not allowed to use four wheelers in the majority of the Gates of the Arctic National Park and Preserve. The all-terrain vehicles are the only way to access the roadless preserve surrounding the village. Last month the U.S. Department of the Interior announced it would restore off-road-vehicle access to the park. Morry says he is excited. “This is life changing. I only wish my grandparents were here. Now that we’re able to access the lands, we can learn ourselves and relearn what our ancestors taught us about certain areas that always have caribou.” The Trump administration has been working to expand access to hunters on off-road vehicles in protected federal lands across the country. However, a National Park Service (NPS) spokesman for the Alaska region said this action is specific to subsistence hunting in the Gates and does not apply to sport hunters. And it comes after decades of back and forth on the issue. Before Anaktuvuk Pass became a permanent settlement about 80 years ago, the Nunamiut people were semi-nomadic and moved throughout the Brooks Range. Morry says they were searching for their main food source – caribou. “We heard many stories from our elders about hunting grounds that we weren’t able to access, which they remember before we even formed a community.” The federal government established the Gates of the Arctic around Anaktuvuk Pass when it passed the Alaska National Interest Lands Conservation Act. Residents were still given the right to subsistence hunt using snowmachines and motorboats, among other traditional transportation methods, but the rule did not mention ATVs. And 40 years ago, new park guidance interpreted the law to ban hunts on ATVs because they were not used traditionally. Lillian Stone is the city mayor of Anaktuvuk Pass. She says the ban created invisible boundaries for residents relying on hunting for survival. “It was like we were prisoners in our own land for 40 years, where before that it was, we could hunt anywhere, we could travel anywhere.” Local Native corporations exchanged lands with the Park Service in the late 90s, which made additional areas within the park available for subsistence ATV hunts. Still, residents could only access about 1% of the Gates of the Arctic. Stone says residents and local leaders have been advocating for ATV access to the park for subsistence for decades – but with no progress. “We felt like it wasn’t getting anywhere, and we weren’t getting the answers that were needed.” Last year, local leadership traveled to Washington D.C. and asked the Interior Department to restore ATV access to the park. This May, the department announced the decision to do that. Interior Secretary Doug Burgum wrote in a social media post that “no one knows or cares for this land more than the people who live here.” Honored to be with the Nunamiut people in Anaktuvuk Pass to celebrate freedom & self-determination. After 40 years, we are restoring ORV use in Gates of the Arctic National Park for subsistence hunting, because no one knows or cares for this land more than the people who live… pic.twitter.com/m39PGbIP9C — Secretary Doug Burgum (@SecretaryBurgum) May 18, 2026 A department spokeswoman said in an email the old ban was inconsistent with supporting subsistence. She said NPS will consult local communities within six months to establish the new rule. Kristen Morry is an Anaktuvuk Pass hunter and a mother of two. She says the announcement means a lot for her and her children. “I have no words for what just happened, because it just makes me really emotional. … I’m excited to be out there and to no longer have to worry about when we have to stop, because I’m out there year round as well.” NPS said local hunters should contact the Gates of the Arctic for current information on using ATVs while the regulatory process is underway. Get National Native News delivered to your inbox daily. Sign up for our daily newsletter today. Download our NV1 Android or iOs App for breaking news alerts. Check out today’s Native America Calling episode

Most companies are rushing to deploy AI faster than their competitors. Alvin Stokes of Princess Cruises says that is exactly the wrong instinct. Speed without emotional intelligence does not create better guest experiences. It creates tools your frontline team will not use, prototypes your customers will not trust, and revenue you will not recover. Alvin has spent two years inside one of the most guest-focused industries in the world, generating a nine-figure incremental revenue gain from AI programs by doing one thing most leaders skip: proving it works before scaling it. This episode is for any leader who wants to move fast with AI without breaking the customer relationship in the process. What You Will Learn About AI, Guest Experience, and Emotionally Intelligent CX: Why emotional intelligence is the missing ingredient in most AI deployments, and how Princess Cruises builds it into every tool before agents ever touch it The blueprint Alvin's team uses to prototype fast, pilot heavily, fail quickly, and scale only what actually works, producing a nine-figure revenue gain in 12 months How AI is changing what "listening to customers" means, from three-month-old NPS surveys to real-time sentiment analysis across every channel interaction Why the frontline agents who resist new tools are your most valuable source of feedback, and how to use their input to drive faster adoption across the team How Princess Cruises' Smooth Sailing Squad uses AI-generated daily reports to surface policy and process friction points before they damage the guest experience What new KPIs are replacing NPS as the primary measure of guest loyalty, and why tracking sentiment over 10, 50, or 200 interactions tells you things a single survey never can Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Join Huntin' Fool Advisors Austin Atkinson and Isaiah Joner as they discuss the Caribou Closures for the Western Arctic Herd in Northwest Alaska and diminishing hunting opportunities for units 22, 23, and 26A. If you are considering planning a future self-guided caribou hunt, this episode is for you! Read the Press Release from the Department of Interior : Federal Subsistence Board on WSA26 01, 02, 03  Read more information on the ANILCA (Alaska National Interest Lands Conservation Act) at NPS.gov   Podcast Partners: GEAR FOOL: https://www.gearfool.com   Use Code BUILTTOHUNT for 10% OFF in Our GEAR FOOL Store Today!   Get Connected: Subscribe to HUNTIN' FOOL on YouTube: https://www.youtube.com/@huntinfool_official  Become a HUNTIN' FOOL Member here: https://www.huntinfool.com/join  Download The HUNTIN' FOOL App: https://www.huntinfool.com/app 

Most leaders think they are delivering a great customer experience. Pierre Charchaflian of IBM says they are delivering yesterday's version. The new standard is not fixing problems when customers report them. It is knowing about the problem before the customer does, and solving it before they have to ask. That shift, from reactive to anticipatory, is what separates the brands that customers stay loyal to from those they leave without explanation. The technology to do it exists right now. Most companies are not using it. Pierre has spent 25 years at the intersection of data, technology, and customer experience, and he says this transformation is unlike anything he has seen before. The window to act is open. It will not stay that way. What You Will Learn About Anticipating Customer Needs With AI: What agentic AI actually is in plain language, why it is fundamentally different from prior AI capabilities, and what it means for your CX strategy starting now Why IBM's research found that technology stack limitations, not budget or talent, are the number one barrier preventing CMOs from delivering the customer experience they already know they need to deliver How agentic search engines are becoming a direct threat to brand digital presence, and what leaders need to do before their customers' AI agents start bypassing them entirely Why anticipating a customer's need before they express it is now a measurable competitive advantage, and what separates the companies building that capability from the ones still reacting How AI can read sentiment, detect frustration signals across structured and unstructured data, and trigger a response before a customer decides to leave Why conversion is the metric that tells the truth about whether your customer experience is actually working, and what NPS and CSAT consistently miss Download IBM's Win the Moment report now: https://www.ibm.com/thought-leadership/institute-business-value/en-us/report/customer-intent?utm_id=Stacy-Sherman-AdobeSummit-LinkedIn-IBVCMOStudy-04-16-26 #IBMPartner Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

If you've ever shouted “just let me talk to a person” at a chatbot, this one's for you. Jeannie Walters is joined by special cohost Brandon McGovern, Senior Director of Customer Experience at HP, to pressure-test the biggest question in AI customer service right now: how do we automate without breaking trust?We start with a headline that feels like a warning label. Norse Atlantic Airways offers dirt-cheap tickets, but customers say there's a catch: customer support is so locked behind tech that getting help can become impossible. We unpack why this isn't simply a “tech problem,” but a governance and leadership problem. When companies remove phone numbers, skip the escape hatch, and ignore high-emotion journeys like refunds and disruptions, they don't just frustrate people, they create financial harm and open the door to fraud.Then we zoom out to the enterprise reality. Cisco's line that adopting AI is “like surgery without the drugs” is painfully honest, and it frames the messy middle many CX teams are living through. We talk about why rushing to automate tasks can amplify mistakes, how to redesign workflows around outcomes, and why “faster” is the wrong North Star compared to what's now possible. Along the way, we dig into authenticity, rising customer expectations, and why AI is killing the illusion of fine print as customers use their own tools to read policies and push back.If you're leading CX, contact centers, or digital support, you'll leave with practical guardrails for pilots, measurement, and intent selection. Subscribe, share this with a teammate, and leave a review with the biggest AI question you're wrestling with right now.About Brandon McGovernSenior Director of Customer Experience at HPUnderstanding your customers isn't enough. I build the systems that turn that understanding into outcomes.I'm a Senior Director of Customer Experience at HP, leading enterprise-wide measurement, analytics, and operations that enable the company to understand and act on customer sentiment in real time. I oversee a global Voice of the Customer ecosystem capturing tens of millions of signals annually, translating them into product, service, digital, and brand strategy decisions across the business.My work has delivered double-digit NPS improvements and material revenue impact by shifting CX from a reporting function to an operational and strategic capability - powered by data, automation, and applied AI.Beyond enterprise implementation, I build with AI hands-on - personal projects in game design, product prototyping, and workflow automation using Claude, Lovable, and other tools. Building outside my domain teaches me where AI actually breaks down, which makes me a better architect of AI-powered operating models at work.I bring engineering depth coupled with business leadership (MBA, MS in Electrical Engineering, Stanford executive education), and I specialize in building scalable CX platforms, driving cultural change, and aligning executives around customer-led transformation. Follow Brandon on LinkedIn: https://www.linkedin.com/in/brandonmcgovern/Articles Mentioned:- Norse Atlantic Airways Offers Dirt-Cheap Tickets. There's a Catch (Wired) -- https://www.wired.com/story/norse-airlines-ftc-complaints-ai-scams/- Cisco exec says adopting AI is like 'surgery without the drugs' (Business Insider) -- https://www.businessinsider.com/cisco-ai-adoption-customer-service-2026-5- Dissatisfied: Three-fourths of AI customer service rollouts are a letdown (The Register) -- https://www.theregister.com/ai-ml/2026/05/13/ai-customer-service-bots-get-rolled-back-at-74-of-firms/5239800Enjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Ep 351: Women & Crime: Reconsidered is where we revisit our episode catalog and bring new insights, behind the scenes or updates. Brand new episodes are STILL every Tuesday! Original Airdate: 11/30/21 In 1944 Abbeville Alabama, a young African American woman was abducted and assaulted by 7 white men on her way home from church. During a time when the world was against her, the woman bravely fought for her justice; and ultimately, it was this woman's courage that would help spark a mass-movement for racial justice. Sources for Today's Episode: Apa.org (American Psychological Association) Nmaahc.si.edu (National Museum of African American History and Culture) The Washington Post Womenshistory.org Blackpast.org Nbc.org Nps.gov History.com Naacp.org Credits: Written and Hosted by Amy Shlosberg and Meghan Sacks Produced & Edited by James Varga Music by Dessert Media Help is Available: If you or someone you know is in a crisis situation, or a victim of domestic, or other violence, there are many organizations that can offer support or help you in your specific situation. For direct links to these organizations please visit https://womenandcrimepodcast.com/resources/ Learn more about your ad choices. Visit megaphone.fm/adchoices

National Trust for Historic Preservation v. NPS

BRITISH POLICE HANDCUFFED A DYING TEENAGER ON THE WORD OF HIS KILLER. Full coverage of the Henry Nowak murder, verdict, and courtroom confrontation — plus America's 250th anniversary restoration push, Rubio's Munich speech, Judge Napolitano on the Gitmo case that's been running for 15 years with no trial date, and Jade Warwick on the policing culture that made Southampton possible. ⚰️ Henry Nowak — the murder, the bodycam footage, the one-day verdict, and what "I can't breathe" means when a white boy says it ⚖️ The trial — a "convincing but wholly false" defense, buried sentencing remarks, and a family that screamed "racist" at the victim's parents in open court

Welcome to the Prehospital Emergency Care Podcast! In this episode, Greg Muller discusses the article Promotion of Emergency Medical Services: A National Analysis of Clinician Willingness to Recommend the Profession with authors Jacob Kamholz and Ash Panchal. This article explores a novel approach to assessing EMS workforce sentiment using the Net Promoter Score (NPS). Guests Jacob Kamholtz and Ash Panchal discuss how NPS can serve as a benchmark for EMS career advocacy, workforce sustainability, and future planning, highlighting key findings and implications for EMS leadership. Featured Article Kamholz JC, Gage CB, van den Bergh SL, Riel KM, Powell JR, Panchal AR. Promotion of Emergency Medical Services: A National Analysis of Clinician Willingness to Recommend the Profession. Prehosp Emerg Care. 2026 Feb 20:1-7. doi: 10.1080/10903127.2026.2619038.     As always THANK YOU for listening. Hawnwan Philip Moy MD (@pecpodcast) Scott Goldberg MD, MPH (@EMS_Boston) Jeremiah Escajeda MD, MPH (@jerescajeda) Joelle Donofrio-Odmann DO (@PEMems) Maia Dorsett MD PhD (@maiadorsett) Lekshmi Kumar MD, MPH(@Gradymed1) Greg Muller DO (@DrMuller_DO) Ariana Weber MD (@aweberMD4) Rebecca Cash PhD (@CashRebeccaE) Michael Kim MD (@michaeljukim) Rachel Stemerman PhD (@steminformatics) Nikolai Arendovich MD

This week, Ivy Slater, host of Her Success Story, chats with her guest, Adrianne Nickerson. The two talk about the challenges women founders face in raising capital, the strategic formation of partnerships with major health systems, and how Oula is addressing both the medical and emotional needs of women before, during, and after pregnancy—all with the goal of transforming women's healthcare in the U.S. In this episode, we discuss: How Adrianne Nickerson identified the problems with traditional maternity care and designed Oula's innovative, team-based care model combining midwives, OB-GYNs, and care navigators to create a more personalized, supportive experience for women. What it took to develop partnerships with major institutions like Mount Sinai, Stanford, and a soon-to-be-announced Charlotte, NC location, and what shifting market trends made big institutions willing to consider new care models. When market conditions, such as changing consumer sentiment about over-medicalization and health workforce shortages, accelerated Oula's traction with health systems. Why the U.S. maternity care system was overdue for change, with poor outcomes, high costs, and a one-size-fits-all approach that left many women dissatisfied or even traumatized by their experiences. How constraints, obstacles, and even pandemic-era disruptions created unexpected opportunities to refine and scale the Oula business model. Adrianne Nickerson founded Oula in 2019, a collaborative maternity care practice that brings together midwives, OBGYNs, and care navigators to provide comprehensive care before, during, and after pregnancy. The practice delivers a full range of clinical services — preconception counseling, pregnancy care, hospital birth, postpartum support, and ongoing gynecology care — complemented by 24/7 care navigation, virtual support, educational resources, and expert-led workshops. Oula's team-based model emphasizes shared decision-making and personalized,whole-person care, consistently achieving outcomes that exceed national benchmarks: fewer cesarean births, lower preterm birth rates, higher VBAC success, and an average NPS of 90+. Oula accepts most major insurances, including Medicaid, and serves patients across New York and Connecticut, with continued expansion underway. Interested in learning more? Reach out to partners@oulahealth.com. Website: https://oulahealth.com/ Social Media Links: https://www.linkedin.com/in/adriannenickerson/      

John DiJulius explains why so many leaders believe their customer experience is improving while customers feel something very different. Summary: In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius unpack one of the most dangerous gaps in business today: the difference between what leaders think customers are experiencing and what customers are actually feeling. A 2026 customer experience report referenced in the episode found that 66% of CX practitioners believe customer experience improved last year, while only 17% of consumers agree. That gap is not just a measurement issue. It is a leadership issue. John explains why survey scores, dashboards, and internal reports can create false confidence. He also discusses why customer feedback often fails to become customer intelligence, how silos distort the experience, and why frontline employees are often closest to the truth but least empowered to fix recurring friction points. The episode challenges leaders to stop judging customer experience from the conference room and start getting closer to the real customer journey. Companies that want to build loyalty, reduce friction, and create a true competitive advantage must measure what matters, listen to what customers are actually saying, and follow through with systems, standards, and accountability. Takeaways There is often a major gap between what companies think they are delivering and what customers actually experience. Leaders may be investing in CX, tracking scores, and launching initiatives, but customers may still not feel meaningful improvement. Survey scores alone are no longer enough. John argues that survey fatigue has made traditional feedback less reliable. Many customers do not complain; they simply leave. Customer feedback and customer intelligence are not the same. Feedback tells you how someone feels about an interaction. Customer intelligence helps you understand who the customer is, what they need, what they value, and where friction exists. Frontline employees often know the problems before leadership does. Contact center teams, sales teams, and customer-facing employees hear recurring complaints daily. The problem is that many companies lack a system to capture and act on that intelligence. Silos create customer experience breakdowns. Departments often optimize for their own numbers, but customers experience the company as one organization. Implementation is where most CX initiatives fail. Launching the idea is easy. Measuring, training, coaching, reinforcing, and holding people accountable is the hard part. Leaders need to become their own customers. Ordering your own product, calling your own contact center, testing your own digital journey, and experiencing your own process can expose friction dashboards miss. Customer experience is not a short-term ROI play. Cost-cutting, discounting, layoffs, and acquisitions may improve short-term numbers, but they can damage the long-term experience. AI can help leaders hear the real customer voice. Customer sentiment analysis can reveal recurring issues across calls, chats, emails, and support interactions without relying only on low-response surveys. The ultimate question is not, "Are we working on CX?" It is, "Would our customers say it is actually better?" Quotes "Customer experience can't be judged from the conference room alone." "If customers are not feeling the improvement, then the work isn't finished." "Survey scores can create false confidence if they are not connected to the real customer journey." "Feedback is one thing. Customer intelligence is another." "The frontline often knows where the friction is. The question is whether leadership has a system to hear it and fix it." "EX equals CX. What employees experience, customers will experience." "Don't just ask, 'Are we working on customer experience?' Ask, 'Would our customers say it is actually better?'" "Implementation is the hard part. Launching the idea is easy." "Some customers do not complain. They just quietly leave." "Leaders need to roll up their sleeves and get closer to the customer." Chapters List 00:00 – Introduction: The Gap Between CX Perception and Reality Denise introduces a major disconnect between what CX professionals believe and what consumers report feeling. 01:58 – Why Companies Think Experience Is Improving John explains why there may be a lag between CX initiatives and customer perception, but also why leaders may be missing the real experience. 03:43 – Why CX Initiatives Fail After Launch John discusses flavor-of-the-month initiatives, poor execution, and the importance of measurement, training, coaching, and accountability. 04:52 – How Leaders Become Disconnected from Customers John explains how growth, P&L pressure, and short-term decision-making can distance leaders from the actual customer experience. 06:54 – The Role of Silos in Customer Experience Gaps Denise and John discuss how departments can unintentionally create friction when they do not understand one another's impact on the customer. 08:48 – Signs of a Customer Experience Delusion John challenges companies that rely too heavily on surveys and NPS without understanding what those metrics may be missing. 10:26 – AI, Customer Sentiment, and Real-Time Intelligence John explains how AI can help companies identify recurring customer issues through calls, emails, chats, and sentiment analysis. 11:45 – Customer Feedback vs. Customer Intelligence John defines customer intelligence and explains why different customer avatars have different needs, expectations, and pain points. 14:14 – Why Companies Collect Feedback but Fail to Act Denise and John discuss why employees and customers stop giving feedback when nothing changes. 16:51 – How Leaders Can Stay Close Without More Surveys John recommends AI sentiment analysis, contact center focus groups, and direct conversations with frontline employees. 18:41 – Becoming Your Own Customer Denise shares an example of executives testing their own product experience and finding major improvements before launch. 20:04 – How to Know CX Strategy Is Working John explains the importance of a return-on-experience dashboard, employee energy, task forces, and internal alignment. 21:54 – Consulting CTA Denise explains how The DiJulius Group helps organizations uncover friction, build systems, and create consistency at scale. 22:43 – The Danger of Relying Only on Survey Scores John explains why low response rates and incomplete survey answers can distort the truth. 23:27 – What Companies Should Do This Quarter John recommends speaking directly with VIP customers, creating a CX champion, forming a task force, and following a proven methodology. 24:44 – Closing Challenge Denise challenges leaders to ask whether customers would say the experience is actually better. 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 If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ 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.  

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch.Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate.Most companies think customer loyalty is about retention but the real metric is referrals.In this episode of the UnChurned Podcast, Josh Schachter sits down with Fred Reichheld the creator of Net Promoter Score (NPS) & Author of Winning on Purpose, to unpack why the companies that grow the fastest aren't just keeping customers happy they're creating customers who bring others with them.Fred shares the origin story behind NPS, why traditional customer satisfaction metrics failed, and how referral-driven growth became the hidden engine behind some of the world's most successful businesses.They also dive into:- The moral principles behind enduring companies- Why referrals matter more than repeat purchases- How customer experience connects directly to shareholder value- The viral nature of trust and word of mouth- Why entrepreneurs should obsess over “bring your friends” growthIf you're building a business, scaling customer success, or trying to create real word-of-mouth momentum, this episode is a masterclass in profitable growth.Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---Timestamps00:00 – Intro to Fred Reichheld & the Origins of NPS02:05 – The Hidden Pattern Behind the World's Best Companies04:32 – “Back for More and Bring Your Friends”07:18 – Why Customer Satisfaction Metrics Failed10:41 – The Moral Foundation of Great Businesses14:05 – How NPS Went Viral Before Social Media17:12 – Why Trust Still Drives Buying Decisions20:46 – The Real Economics Behind Referrals24:18 – Investing Based on Net Promoter Scores28:02 – Why Referrals Are the Ultimate Growth Engine---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---Where to Find the GuestFred Reichheld: https://www.linkedin.com/in/fredreichheld/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

Sponsored by the Institute for Functional Nursing. Learn more about our programs at www.fxnursing.com How should nurses list credentials after their name? In this episode of the Functional Nurse Podcast, Dr. Brigitte Sager explains how nurses, nurse practitioners, and advanced practice nurses can understand and display their professional credentials with more clarity and confidence. If you have ever wondered whether RN, BSN, MSN, DNP, APRN, NP, board certification, holistic nursing certification, or your other credentials should come first, this episode will help you make sense of the “alphabet soup” after a nurse's name. Brigitte breaks down the difference between academic degrees, nursing licensure, advanced practice titles, national board certifications, specialty certifications, and program-created certificates. You'll also hear how credentialing applies to nurses entering functional, holistic, and integrative healthcare. Brigitte discusses holistic nursing board certification through AHNCC, the Institute for Functional Medicine's certification process, and the future need for a true functional nursing board certification. This episode is especially helpful for RNs, NPs, APRNs, nurse entrepreneurs, holistic nurses, functional medicine nurses, integrative health professionals, and nurses pursuing advanced education or specialty training. Whether you are updating your email signature, website bio, resume, professional title, or social media profile, this conversation will help you think more carefully about credibility, professionalism, and how to represent your qualifications accurately. In this episode: How to list nursing credentials after your name The difference between degrees, licenses, certifications, and certificates Where RN, NP, APRN, MSN, DNP, and board certifications fit Why credential order matters for nurses and nurse practitioners What holistic nursing certification means How IFM certification fits into functional medicine education Why functional nursing needs clearer professional standards How nurses can communicate credibility in functional and integrative healthcare Learn more about the Institute for Functional Nursing: www.fxnursing.com

DPC Is Growing in Pediatrics: Dr. Andrew Hertz on Zest's Expansion, Survey Findings, and the Future of CareThe Pediatric Lounge welcomes returning guest Dr. Andrew Hertz, co-founder and president of the Zest Pediatric Network, to discuss the growth of direct pediatric care (DPC) and results from Zest's national survey. Hertz reports Zest's expansion from three Cleveland-area practices to 10 sites opening by summer, with 13 physicians across Ohio, Pennsylvania, and Florida, and describes using annual surveys because pediatric DPC data was previously lacking and the movement is growing about 25% yearly. Survey findings include that pediatric DPC is largely women-led (about 90%), mid-career, mostly solo practices; most charge $100–$175 per child per month with panels under 250 patients; about 48% are AAP members; and many report improved satisfaction and less moral injury. They discuss DPC benefits such as reduced office, urgent care, and ED visits, challenges with insurance and Medicaid capitation without CPT codes, AI's operational promise and societal risks, and employer value focused more on employee satisfaction than pediatric ROI.00:00 Welcome Back Dr Hertz01:30 Zest Network Growth02:50 Why Survey DPC03:49 Who Joins DPC05:06 Boards and MOC Debate09:31 AAP Membership Questions13:54 Why DPC Is Rising18:22 AI vs EHR Efficiency22:03 Insurance and Capitation25:14 Hybrid Models and Access29:08 Costs and Who Can Afford32:45 Medicaid Capitation Hurdles35:06 Data Without CPT Codes36:24 Data Without Red Tape37:07 ICD-10 and Simple EMRs38:23 Holistic Prevention Coaching41:32 Defining DPC Success42:43 Net Promoter Score Explained46:10 NPS for Behavior Change49:19 Storytelling to Drive Adoption55:53 AI in Pediatrics Promise and Peril01:03:21 Beyond DPC Payment Models01:06:15 Employers and Care Navigators01:09:24 Closing Thoughts and Growth01:11:31 Podcast OutroSupport the show

Subscribe to DTC Newsletter - https://dtcnews.link/signupCharlie Cole watched FTD go from a $1.8 billion publicly traded company to a $60 million bankruptcy auction in eight months. His first day as CEO was March 23, 2020, the first day of national lockdown.Before that he ran digital at Tumi, Samsonite, Lucky Brand, and Shift Nutrition. Today he's interim Chief Digital Officer at Thuma.This episode is a tactical sit-down on what actually drives growth right now in a Meta + AI world.In this episode:Why "creative is the new targeting" is only half the answerThe exact death spiral most DTC brands follow on the way to margin collapse (no sale, semi-annual sale, sale page, sitewide 20%, Amazon, done)How Charlie engineered personas at FTD across customer, consumer, and eventThe florist's choice insight: highest NPS in the category, by 20-40%The 2011 Dr. Oz campaign that nailed funnel congruency before anyone called it thatWhy personalization was a misnomer until about two years agoThe three "swimsuit for vacation" shoppers who should never see the same pageWhy YouTube is still massively underutilized, and why most brands run it wrongThe product question that decides whether any of this mattersWho it's for: DTC founders and operators scaling from $10M to $250M who want to grow without turning their brand into a discount machine.What to steal:Build acquisition around your highest-LTV segments, not your lowest CACTreat creative and landing pages as one system, not two teamsStop letting platforms grade their own homework on attributionAudit where you sit on the discount death spiral before it owns youTimestamps:0:00 Career Journey Into Ecommerce2:48 Inside the FTD Turnaround14:20 How Customer Behavior Changed During COVID23:18 Creative Is The New Targeting36:05 AI's Biggest Ecommerce Unlock43:02 Why Most Brands Test Creative WrongSubscribe to DTC Newsletter - https://dtcnews.link/signupAdvertise on DTC - https://dtcnews.link/advertiseWork with Pilothouse - https://dtcnews.link/pilothouseFollow us on Instagram & Twitter - @dtcnewsletterWatch this interview on YouTube - https://dtcnews.link/video

Only 40% of hotel tech revenue-side professionals hit their full bonus target. Glenn Haussman and Dr. Producer Suzanne Bagnera talk with Ed Clark, Founder of Hospitality Tech Jobs, about his new salary + sentiment report and what it says about hiring, comp, and career paths in hotel tech.

If your organization isn't obsessed with how fast your people can learn, you're already falling behind in the race to "out-learn" the competition. In this episode, I'm joined by Susan LaMonica, the Chief Human Resource Officer at Citizens Financial Group—a super-regional bank with $226 billion in assets and 18,000 employees.  We explore how they are driving a massive workforce transformation to build a team that is ready for the future of work. We dive deep into their journey of becoming a skills-based organization and how they use a "skills taxonomy" and an internal talent marketplace to support mobility and career development. Susan also explains their "measured approach" to AI governance within a heavily regulated industry, including the role of their Generative AI Council. We unpack their "Reimagine the Bank" initiative, where they are rethinking 47 different business processes to drive value and effectiveness. From launching internal "gigs" to tracking productivity metrics like customer NPS and employee sentiment, this conversation is a strategic guide for any leader looking to blend high-tech tools with a human-centered culture. Watch the full video on YouTube ---------- 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/ Quick heads-up: my new book, The 8 Laws of Employee Experience, is a practical playbook for building an environment where people do their best work—order a copy here: https://bit.ly/8exlaws

USFS LEO (and former NPS ranger) Brian Fields shares some wild tales from his time in the US Forest Service - we're not kidding - you can't make this stuff up.  But still... just a day in the life of a law enforcement officer sworn to protect a few million acres of our public lands.Support the show!For bonus content join our Patreon!patreon.com/CrimeOfftheGridFor a one time donation:https://www.buymeacoffee.com/cotgFor more information about the podcast, check outhttps://crimeoffthegrid.com/Check out our Merch!!  https://in-wild-places.square.site/s/shopFollow us on Instagram https://www.instagram.com/crimeoffthegridpodcast/ and  (1) Facebook

After seven years and so many powerful stories, Craig announces a tectonic shift in the BFTA plates.Support the show! https://www.buzzsprout.com/396871/supportBringing Therapy into Med Management-- An intensive workshop for psych NPs and PAs, June 3-6 2026 in Ft Collinshttps://www.craigheacockmd.com/bringing-therapy-into-med-management/"I Love You, I Hate You, Are You My Mom?"  An intensive experiential workshop exploring transference and countertransference with Dr. H and Dr. Hillary McBride, June 18-20 2026 in Vancouver/Chilliwack BChttps://www.craigheacockmd.com/i-love-you-i-hate-you-are-you-my-mom/Explore every episode through themes, domains, formats, and speakers. The BFTA CODEX is a listener-built and curated field guide to the podcast. https://bfta-codex.orgBFTA episode recommendations/Podcast pagehttps://www.craigheacockmd.com/podcast-page/BFTA on IG @backfromtheabysspodcasthttps://www.instagram.com/backfromtheabysspodcast/Support the show

Mukhtar Kadiri: Why Success Means Nothing If the Project Doesn't Move the Business Forward — And How Public Commitments Keep You Honest Read the full Show Notes and search through the world's largest audio library on Agile and Scrum directly on the Scrum Master Toolbox Podcast website: http://bit.ly/SMTP_ShowNotes.   "If you're not careful with success, you can deliver a project, but the project will really not do much for the business." - Mukhtar Kadiri   For Mukhtar, success is personal — he's the kind of project leader who gets emotionally invested, who thinks about the project after hours, who needs recovery time between engagements. And that emotional investment shapes how he defines success: not as hitting deadlines or completing tasks, but as delivering real business value. He breaks success metrics into three buckets using his signature rule of three: business and product metrics (NPS, revenue, market penetration), project management metrics (velocity, burn-down, risk scores), and software and system metrics (availability, transactions per second, platform health). But the real insight is in how he holds himself accountable. Mukhtar makes public commitments at the start of every project — "Expect status updates from me every week" — because he knows that the discipline of narrating the project's story every week forces him to truly understand what's happening. A status report isn't bureaucratic busywork when you approach it as storytelling: you have to make sense of the data, surface what's relevant, and articulate where the project actually stands. If you can't tell the story, something's missing from your understanding. That weekly narrative becomes both an accountability mechanism and an early warning system.   Self-reflection Question: Can you tell the story of your project right now — not just the tasks completed, but the narrative of where it stands, why, and what that means for the business? Featured Retrospective Format for the Week: What Worked / What Didn't Work / Next Steps Mukhtar is a firm believer in simplicity, and his favorite retrospective format reflects that — the classic "What worked, what didn't work, and next steps." He applies his rule of three here as well: three categories are easy for humans to hold in their heads, removing cognitive overhead so the team can focus on the conversation itself. But Mukhtar is quick to point out that a simple structure can still produce terrible retrospectives. What matters more is the facilitation: making sure people feel safe at the very start, level-setting so participants can "land" into the retrospective after jumping from another meeting, giving everyone a moment of quiet introspection to write things down before discussion begins — ensuring both quiet and loud voices are heard. He prepares for every retrospective because, as he puts it, "if you run a bad retro, you could do damage to your team morale and your project." Active facilitation — watching for who isn't speaking, encouraging quieter voices, managing tone — is what transforms a simple format into a powerful conversation.   [The Scrum Master Toolbox Podcast Recommends]

Amidst a long catalog of previous BFTA stories featuring complex or developmental PTSD, today's story is one of classic DSM-style PTSD, it's a story of both medical and parenting trauma, of facing the fear of annihilation and death. In this three part story,  first we hear Tracy tell of the increasingly severe medical challenges of her children, then Tracy flashes back to describe her own terrifying emergency hospitalization as a 5 year old, then finally we trace Tracy's treatment journey through traditional psychotherapy and eventual MDMA-assisted therapy as she tries to find a way to calm her nervous system and find peace.Support the show! https://www.buzzsprout.com/396871/supportBringing Therapy into Med Management-- An intensive workshop for psych NPs and PAs, June 3-6 2026 in Ft Collinshttps://www.craigheacockmd.com/bringing-therapy-into-med-management/"I Love You, I Hate You, Are You My Mom?"  An intensive experiential workshop exploring transference and countertransference with Dr. H and Dr. Hillary McBride, June 18-20 2026 in Vancouver/Chilliwack BChttps://www.craigheacockmd.com/i-love-you-i-hate-you-are-you-my-mom/Explore every episode through themes, domains, formats, and speakers. The BFTA CODEX is a listener-built and curated field guide to the podcast. https://bfta-codex.orgBFTA episode recommendations/Podcast pagehttps://www.craigheacockmd.com/podcast-page/BFTA on IG @backfromtheabysspodcasthttps://www.instagram.com/backfromtheabysspodcast/Support the show

The Trump administration withdraws its National Park Service director nominee, leaving the agency under acting leadership, while a proposed 2027 budget would cut NPS operations by about $736 million (over 25%) alongside a new $10 billion DC construction/beautification program. The Lincoln Memorial Reflecting Pool is turning “American Flag Blue,” and non-resident park fee revenue rose by about $2 million year over year, far below projections. Two recent fatal accidents at Zion National Park, Grand Teton's robotic sage grouse decoys, a whistleblower complaint alleging widespread lead paint risks in Yellowstone employee housing, and more. 00:00 This Week 00:40 NPS Nominee Withdrawn 01:47 Proposed Budget Cuts 02:33 Lincoln Memorial Pool Turns Blue 03:55 Non-Resident Fee Revenue  04:51 Zion Trail Fatalities 05:35 Robotic Birds for Sage Grouse 07:25 Yellowstone Housing Lead Risks 08:21 Boundary Waters Mining Fight 09:54 California State Park Expansion 10:54 Wrap Up

It's time to park it! This week we're tackling betrayal trauma (yet again) and we'll be covering the neuroscience, neurobiology, and psychology as well as some tangentially related research on betrayal, betrayal blindness, and the freeze response. I hope you enjoy this week's communal Schauer, it's a long one - you may leave this episode a bit pruney. We have fun here.