Podcasts about NPS

Your NPS went up again last quarter. It still can't tell you which customers actually sent you somebody. Gallup studied more than 24,000 banking customers. Run the standard formula and the score came out at 11. Change only how a 9 and a 7 get counted, and the same answers from the same people produce negative 14. Nobody was resurveyed. Nobody changed their mind. Jim Marous makes the case that the industry's favorite metric records what customers say they might do, while the number that actually connects advocacy to growth records what they did. Only about 15% of customers ever produce a new customer, yet referred customers generate the vast majority of new customer profit, at a time when the cost of acquiring a customer has nearly doubled since 2019. The episode covers why the score inflates on its own, the sampling problem nobody names, why the man who invented NPS built an accounting-based counterpart to it and why almost nobody adopted it, and five moves for building referral measurement as a permanent capability rather than another refer-a-friend campaign. #Banking #CreditUnions #NPS #CustomerExperience #Referrals #FinancialServices

Imagine doubling your close rate and cutting your sales cycle in half. That's not a hypothetical. It's exactly what Pieter Leenhouts and his team did at Tax Guard, a Cogency Global company that sells to banks and financial institutions. Pieter walked me through exactly how they pulled it off, and it wasn't magic. It was math, structure, and a relentless focus on the front end of the pipeline.Why Their Sales Cycle Was So Long To Begin WithTax Guard's solution was new to the financial institutions they sold to, so reps had to spend real time educating buyers before those buyers even understood why they needed it.That education requirement, combined with deals that stalled out with the wrong contacts, created a long sales cycle and a lower close rate.Fixing it started with the pipeline itself, not with pushing reps to work harder.Give Every Rep the Right Size Pipeline, Not Just More DealsPieter's team found that around 120 opportunities was the right pipeline size for most of their account executives, though the number flexes based on how efficient a rep is.Instead of leaving reps to self source every opportunity, the team loads a portion of that pipeline for them, so reps spend more time working real opportunities and less time hunting for net new business.Their market of five to ten thousand financial institutions is well defined, which makes it possible to plan pipeline size with real precision instead of guessing.Split the Pipeline: 70 Percent Pre-Handraiser, 30 Percent Post-HandraiserOf those 120 opportunities, about 70 percent sit in the pre-handraiser stage, where reps are still working to connect with people.The remaining 30 percent sit in the post-handraiser stage, where there's already an active, ongoing conversation with the customer.That split keeps reps focused on outreach without starving the deals that are already moving.Marketing and Sales Load the Pipeline TogetherPieter is careful to point out that loading the pipeline isn't a sales-only effort. It's a collaboration between sales leadership and marketing leadership.Marketing helps identify and prioritize which accounts and departments actually fit where Tax Guard's solution applies.That partnership is part of why the team can hand reps a healthier mix of fast cycle and slow cycle opportunities instead of leaving it to chance.Why They Kept AEs on the Full Buyer Journey Instead of Handing Off to BDRsBecause their solution requires ongoing education, Pieter's team decided against using BDRs or SDRs to book appointments and hand off to AEs.The same person a buyer starts talking to needs to stay with them as a trusted advisor through the entire education process.Pieter is clear that this only makes sense because of how complex and unfamiliar their solution is. A more transactional sale can absolutely work with a BDR handoff.The Cadence: 17 Touches Over 70 DaysEach opportunity in the pipeline follows a defined cadence, roughly 17 touches over 70 days, with three to five contacts tied to each account.That structure turns follow-up into a math exercise. Once you know the number of opportunities, steps, and contacts, you know almost exactly how many activities a rep needs to complete each day.The cadence isn't automated. Reps still show up and do the work themselves, which keeps the process personal instead of robotic.Personalization Is What Makes the Math WorkPieter gets five to six hundred pitches a day himself, so he knows exactly what gets ignored: generic, unpersonalized outreach.His team uses AI to gather background information quickly, but the personal touch, referencing where someone went to school or what they care about, still has to come from the rep.That combination of structure and personalization is what actually breaks through the noise instead of just adding to it.How They Catch Reps Who Are Gaming Activity NumbersTo catch reps who rack up huge activity numbers without real substance, like hanging up before voicemail or blasting the same email to everyone, Pieter's team looks past raw activity totals.They review call recordings and email engagement to see whether real conversations are actually happening, not just whether the activity got logged.The goal isn't to catch people doing something wrong. It's to find the reps who are getting real engagement and figure out what they're doing differently so the whole team can replicate it.Weekly and Monthly Rhythms Keep the Team AccountableEvery rep gets a weekly one on one that covers both big strategic issues, like what's happening in the market or with competitors, and specific opportunities that need a plan to close.Once a month, Pieter's team reviews the front end metrics as a group: how many people are in cadence, how many emails are opening, how many real conversations are happening.They also track Net Promoter Score to measure how the sales experience actually felt to the buyer, not just whether a deal closed.Their Tech Stack: Salesforce, Gong, Gong Flows, and DelightedSalesforce is their core CRM, and Pieter says most of what makes it powerful is what gets plugged into it.Gong records and analyzes sales conversations, which lets the team track things like how often pricing objections come up and coach reps faster than they could otherwise.Gong Flows adds structured outreach sequences with AI built in, and Delighted measures NPS so the team can see how the buying experience felt from the customer's side.The Numbers Pieter's Team Watches Every WeekClose rate and pipeline velocity are the two headline numbers Pieter checks first, since they show whether the whole system is working.Underneath those, his team tracks how long deals sit in each of their seven pipeline stages, with alerts when something sits too long.They also watch the quality of the opportunities reps are given and how well each rep prospects into the right people, since strong activity numbers mean nothing if they aren't pointed at the right accounts."Activities create opportunities, opportunities create sales. The only thing we control is our activity level." — Pieter LeenhoutsResourcesConnect with Pieter Leenhouts on LinkedIn.Learn more about Tax Guard, a Cogency Global company.Keep track of your sales activity and boost your results with the Prospect Pro sales tool.Step up your sales game with Sales Mastermind. Get accountability, stay motivated, and tackle the blockers keeping you from hitting your goals.Visit Blue Mango Studios for help creating podcast production content.Join our LinkedIn cohort and learn to prospect the right way.Sponsorship OffersThis episode is brought to you in part by Hubspot.With HubSpot sales hubs, your data tools and teams join a single platform to close deals and turn prospects into pipelines. Try it for yourself at hubspot.com/sales.This episode is brought to you in part by LinkedIn.Are you tired of prospective clients not responding to your emails? Sign up for a free 60-day trial of LinkedIn Sales Navigator at linkedin.com/tse.This episode is brought to you in part by the TSE Sales Foundation.Improve your connection on LinkedIn and land three or five appointments with our LinkedIn prospecting course. Go to the salesevangelist.com/linkedin.CreditsAs one of our podcast listeners, we value your opinion and always want to improve the quality of our show. Complete our two-minute survey here: thesalesevangelist.com/survey. We'd love for you to join us for our next episodes by tuning in on Apple Podcast,

This week in national parks and public lands news: • What's actually happening with the proposed border security project at Big Bend • A second barrier going up at Organ Pipe Cactus National Monument • 11 hikers rescued after flash flooding at Bryce Canyon • The search for a missing 71-year-old hiker at Canyonlands • New National Park Service rules for electric scooters, hoverboards, Segways, and other micromobility devices • A historic Sierra National Forest cabin reopens • Vandals cause extensive damage at several Oregon state parks • The National Park Service celebrates its 110th birthday • A new NPS partnership with Google Arts & Culture brings virtual national park tours online Get 20% off Liquified at https://liquifiedrv.com with code RVMILES Tickets for HOMECOMING are on sale! Learn more at: https://RVMiles.com/homecoming ****************************** Connect with RV Miles:  RV Miles Facebook Group: https://www.facebook.com/groups/rvmiles Shop the RV Miles Amazon Store: https://www.amazon.com/shop/rvmiles RV Miles Mailing List: https://rvmiles.com/mailinglist Mile Marker Membership: https://rvmiles.com/milemarkers 00:00 Intro 00:28 Sponsor Message 01:16 NP News Format Returns 05:11 Big Bend Border Review 09:34 Organ Pipe Second Wall 10:34 Bryce Canyon Flood Rescue 11:43 Canyonlands Missing Hiker 13:06 New E-Scooter Rules 14:54 Oregon Parks Vandalism 15:45 NPS Turns 110 17:45 Wrap Up and Thanks

Great service managers don't simply survive the month—they build stronger teams, improve the customer experience and create consistently profitable service departments. In this episode of Service Drive Revolution, automotive fixed operations expert Chris Collins reveals five overlooked habits that separate great dealership service managers from average ones. Great service managers: 1. Reject the status quo and continually improve their processes. 2. Know their numbers and understand how to change them. 3. Become "people collectors" who constantly recruit, develop and retain talented employees. 4. Make the customer experience easy, trustworthy and worth returning for. 5. Find coaches and mentors who challenge them to keep learning. Chris explains why dealership service departments are closed-loop systems, how tribal knowledge keeps managers trapped in outdated processes and why exceptional performance can actually make a manager's job easier—not harder. The conversation also examines service department profitability, net-to-gross, unproductive wages, CSI, NPS, technician recruiting, service advisor performance and customer retention. You'll learn why sales scripts and objection handling cannot replace customer trust, why technology such as video multipoint inspections cannot fix a broken process and why successful service managers are always recruiting. Chris also discusses former CIA intelligence officer Andrew Bustamante and his book Outsmart Everyone: Spy Skills to Gain an Unfair Advantage in Work and Life. The team explores charisma, vulnerability, intentional leadership, parenting and the ability to make genuine connections with people. This episode is for: Dealer principals General managers Fixed operations directors Service managers Parts managers Service advisors Automotive technicians Dealership and repair-shop leaders. If you want a healthier, more profitable automotive service operation, this episode provides a practical leadership framework you can immediately apply.

This episode's Community Champion Sponsor is Ossur. To learn more about their ‘Responsible for Tomorrow' Sustainability Campaign, and how you can get involved: CLICK HEREEpisode Overview: Children with special healthcare needs make up just 20% of the pediatric population, yet account for nearly half of all pediatric health spending, navigating a fragmented system that too often fails them. George Boghos, CEO of Imagine Pediatrics, is on a mission to change that. As a two-time founder with deep roots in pediatric care and healthcare investing, George brings both operational grit and genuine passion to this challenge. Under his leadership, Imagine Pediatrics has grown to serve more than 78,000 children across eight states, delivering 24/7 virtual and in-home medical, behavioral, and social care through value-based partnerships. Join us to discover how this pioneering model is keeping kids out of the hospital, building caregiver confidence, and proving that aligning incentives around outcomes transforms lives.Let's go!Episode Highlights:Imagine Pediatrics serves 78,000 children with special needs, delivering 24/7 virtual and in-home integrated care.George's mother, a retiring pediatrician, sparked his lifelong passion for reimagining pediatric healthcare from childhood.Just 20% of children with special needs account for over 50% of all pediatric healthcare spending nationally.In year one, Imagine Pediatrics saved $65 million in total cost of care across two health plan partnerships.With an NPS above 87, Imagine Pediatrics builds family trust by asking caregivers simply, "What keeps you up at night?About our Guest: Mr. Boghos manages overall operations and sets strategic direction for Imagine Pediatrics. He also leads the Impact arm of our organization, helping to expand our footprint and advance our ability to create a world where every child with special health care needs gets the care and support they deserve. Prior to Imagine Pediatrics, Mr. Boghos co-founded and led AIM Clinics, a center and in-home provider dedicated to delivering evidence-based Applied Behavioral Analysis (ABA) services to children with autism and their families who are from communities that experience health inequity. As CEO of AIM Clinics, Mr. Boghos was responsible for organizational growth and operational strategy. In four years, he led the company's expansion from one clinic in Arkansas to more than 25 clinics spanning five states. In 2021, he oversaw AIM Clinics' merger with Hopebridge Autism Therapy Centers — where he served as Chief Strategy Officer before joining the Clinical Advisory Board in 2023. As a current member of the board, Mr. Boghos remains deeply committed to the company's vision of ensuring that all kids have access to comprehensive autism interventions at the highest level. Before dedicating his career to reimagining pediatric health care, Mr. Boghos trained in healthcare finance and investing, spending time at Primus Capital Funds, Baird Capital, and Citadel. He earned a B.A. in Economics and Mathematics from Vanderbilt University as well as an M.B.A. from the University of Chicago Booth School of Business. He currently resides in Chicago, Illinois with his family. Links Supporting This Episode: Imagine Pediatrics Website: CLICK HEREGeorge Boghos LinkedIn page: CLICK HEREMike Biselli LinkedIn page: CLICK HEREMike Biselli Twitter page: CLICK HEREVisit our website: CLICK HERESubscribe to newsletter: CLICK HEREGuest nomination form: CLICK HERE

Most leaders assume their customers won't leave as long as the price is fair and the service works. Michelle Musgrove of Washington Gas and I agree that is a dangerous assumption. A customer with no other option is not the same as a loyal one. Confuse the two: the process keeps serving the company instead of the customer, nobody follows up directly, and the first real alternative wins them over. So what separates the companies that retain customers for years from those that lose them as soon as a competitor enters the market? This episode is for leaders in both situations: those already competing for customers, and those whose industry has never had them until now. What You Will Learn: Why adding more AI to the customer experience problem is not the answer, even when your technology budget is growing What the difference between customer experience and customer service actually means in practice, and why companies that confuse the two stay in a reactive cycle How to get CX right the first time by identifying which issues repeat, what drives them, and where the process breaks before a customer ever contacts you Why progress on first-contact resolution matters more than waiting for a perfect solution, and how to build on incremental gains How to build a business case for CX investment in a regulated environment where every dollar requires justification Why CSAT alone does not give an accurate picture of the customer experience, and what NPS open-ended responses, customer effort score, and third-party benchmarks reveal that a satisfaction score cannot How to get every employee across every role to take accountability for the customer experience, regardless of whether they interact with customers directly Where AI helps frontline teams serve customers faster by handling routine work, and where leaders are confusing automation with culture change 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.

For new graduates of nurse practitioner programs, cardiovascular-focused knowledge and skills can be improved with additional professional development opportunities. Guest Michelle Alland, APRN, AGACNP-BC, MSN, FNP-C, AACC, describes postgraduate fellowships, local and national training options, onboarding, and the importance of mentorship from more tenured NPs.RELATED PCNA RESOURCES:Professional DevelopmentAwardsAbstractsSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The Lifeguard Podcast, we sit down with Doug Armstrong, a captain with the National Park Service Ocean Lifeguards at Ocean Beach, San Francisco — one of the only National Park Service lifeguard operations on the California coast. Doug walks through his path from teenage East Coast beach lifeguard to nearly 20 years guarding one of the most dynamic and unpredictable stretches of water in the country, right beneath the Golden Gate Bridge. He breaks down what makes Ocean Beach so uniquely demanding: shifting tidal currents, dense fog, and a small seven-person crew that has to stay mobile, fit, and tightly bonded to handle it all. The conversation also covers Doug's unexpected second career as an attorney, how he balances two very different professional identities, and his work bringing water safety expertise to wave pool facilities like the Surf Ranch. It's a rare look inside a lifeguard operation most people — even within the industry — have never heard of.00:00 – Intro: Meet Doug Armstrong02:00 – How Doug got his start lifeguarding on the East Coast05:00 – First year on the job and his first rescue09:00 – The move to California and the National Park Service11:00 – What makes NPS lifeguarding at Ocean Beach unique13:00 – Life on patrol: no towers, no facility, just trucks15:00 – Tidal currents and Ocean Beach's toughest conditions17:00 – Running a 7-person crew and team culture19:00 – Leadership: filtering and building the right team28:00 – Training standards and going through wetsuits30:00 – Working with the Coast Guard, fire dept, and biologists33:00 – Operating under the Golden Gate Bridge36:00 – Pay, cost of living, and working for a federal agency40:00 – Doug's side gig as a practicing attorney44:00 – How law and lifeguarding sharpen each other50:00 – Growing the program with full-time positions52:00 – The Stinson Beach side of the operation54:00 – Keeping his lifeguard and attorney identities separate57:00 – Getting into wave pool water safety (Surf Ranch)1:01:00 – The rise of wave parks and new water safety needs1:02:00 – Doug's advice for aspiring lifeguards1:05:00 – Closing thoughts on Ocean Beach's operationWatch On YouTube Here:https://youtu.be/mSqV-vSgQdoPresented by The Ben Carlson Foundation:https://www.bencarlsonfoundation.org/https://www.instagram.com/bencarlson_foundation/Subscribe to the Podcast Here:https://podcasts.apple.com/us/podcast/the-lifeguard-project/id1748861682https://open.spotify.com/show/7EoZTDiET6jJ6XJ1g5X54thttps://www.instagram.com/thelifeguardproject/https://thelifeguardproject.org/Host, Drasko Bogdanovic:https://www.instagram.com/drasko_projectsOcean Lifeguard, National Park Service Lifeguards, Ocean Beach San Francisco, Golden Gate Bridge, Rip Current Safety, Water Rescue, Lifeguard Culture, Coastal Lifeguarding, Surf Zone Safety, Wave Pool Water Safety

Ask ten marketers to define brand and you get ten answers. Ask them who owns it and you get one: marketing. Marc and V think that second answer is the problem.In this reboot of episode 4, they work through three questions with no guest and no script. What is brand? Marty Neumeier calls it the gut feeling people have about you. Roger Martin calls it generating confidence. Both descriptions point at things the promotion team does not control.Who owns it? V argues brand needs its own team, possibly reporting to the CEO, because the frontline, the packaging, the product roadmap and the customer service queue all write the brand whether marketing likes it or not. Marc pushes back on where the line sits, and lands on why an ad only ever amplifies the truth.Why is any of it useful? This is where it gets uncomfortable. NPS goes up when you lose customers. Last click hands the credit to the channel that was standing closest to the till. Share of search actually predicts something. And the retention economics everyone repeats turns out to be a thought experiment nobody checked.Recorded in 2021. Republished because the org chart problem has not moved.

Have you ever lost a great team member out of nowhere, with no warning signs and no explanation that made sense?In this episode, Raul takes us inside the Wize Hub for a full walkthrough of the tools built to stop that from happening. From the team NPS to the career and energy audits, he shows how firm owners can get a true 360 view of how their people are really feeling, long before a resignation letter lands on the desk.You'll learn:✅ How to track your team NPS monthly and what the score is actually telling you✅ How the career audit uses AI to identify whether someone is a Grinder, Minder or Finder, and whether they're in the right seat✅ Why the energy audit and life wheel help employees feel valued, especially in remote teams✅ How the different access levels keep sensitive information private until an employee chooses to share it✅ How to build a complete staff profile covering strengths, weaknesses, revenue capacity, and your ideal charge rateRaul shares a real client story about a firm owner who kept training great people only to watch them leave, and how one small change turned that pattern around.If you've ever assumed your team was fine because nobody said otherwise, this episode is your reminder that the problems you can't see are the ones that cost you the most.This is a visual walkthrough, so if you want to see inside the Wize Hub as Raul clicks through each section, tune in to the episode on YouTube.________________  PS: Whenever you're ready… here are the fastest 4 ways we can help you fix and grow your accounting firm:   1. Download our famous Wize Freedom Map for FREE - Find out the 96 projects every firm owner must implement to build a $5M+ firm that can run without them - Download here 2. Need to Hire right now? Book a 1:1 FREE discovery call with our WizeTalent hiring coaches to help find your next team member the Wize Way – Click Here 3. Work with Jamie and our mentors for 8 weeks - Build a custom business plan for your firm - Apply here

Nurse practitioner and cardiology expert Colleen Walsh-Irwin returns to NP Pulse to give us all an overview of the latest guidelines for dyslipidemia. Walsh-Irwin walks us through what the new guidelines recommend, and details how NPs can work with patients to prevent cardiovascular disease and improve LDL-C scores.    This podcast made possible by Amgen. 

Jessica Herring, VP of Member Experience at Loyalty Credit Union, joins CX Decoded to talk AI chatbot design, member trust, and why she skipped the NPS score entirely.

Send us Fan MailWhat makes someone feel truly at home — in a hotel, a homestay, or their own life? For this 6th-anniversary episode, Srikanth sits down with Priya Vishwanathan, who gave 35 years to the Taj and IHCL, helped build the ama Stays & Trails homestay business, and then did the hardest thing of all: walked away at the top to find out who she was without the badge.This is a conversation about hospitality as a way of living — honesty, genuine care, and the thin line between service and servility. Priya shares the day-three moment at the Taj that nearly ended her career, why "complaint is a gift," how her team kept a 90+ NPS by cooking to each guest's taste, and what luxury means to her now (hint: it isn't marble). It closes on reinvention, burnout, and a definition of success that reframes the whole show.In this episode:Why her mother's "Atithi Devo Bhava" became the Taj's "Guest is God"The angry guest on day three — and the advice that saved a 35-year career"Complaint is a gift": turning hostility into learningService vs. servility: protecting your dignity while you serveBuilding homestays families trusted with their ancestral homesThe father's study table they refused to move — and turned into a storyGood to great: curated meals, the tea-coffee station, coffee in the gardenToday's traveller: the global Indian, entitled but willing to pay for experiencesLeaving at the top, burnout, and learning AI at 50+Luxury redefined as peace, quietude, and living on her own termsHave you purchased the copy of Inspire Someone Today, yet? - Give it a go geni.us/istbookAvailable on all podcast platforms, including, Apple Podcasts, YouTube, Spotify

Beyond the Physical-Comprehensive Sports Evaluation, Safety, and Athlete Wellbeing for NPs Sports physicals are far more than routine clearance exams — they are critical preventive health encounters that allow nurse practitioners (NPs) to identify medical, mental health and safety concerns before an athlete takes the field. In episode six of Updates in Adolescent health: Beyond the Physical-Comprehensive Sports Evaluation, Safety and Athlete Well-being for NPs, Jessica Peck and Ashley Hodges discuss best practices for preparticipation physicals, including cardiac screening, concussion management, injury prevention, nutrition and mental health assessment. They also explore the impact of early sport specialization, social media and performance pressures on young athletes, while providing practical strategies to help NPs promote safe participation and long-term athlete well-being.

On the first afternoon of a nine-day backpacking trip through one of the most remote areas of the Grand Canyon, three experienced hikers encountered a relatively ordinary obstacle: a hill standing between them and their intended route. Two members of the group climbed up and over it, while the third decided to follow the hillside around. They agreed to meet on the other side, but when the first two hikers arrived, their longtime friend was nowhere to be found. Despite an intensive search across miles of rugged desert terrain, no confirmed trace of him has ever been discovered.Sources:WUSF, Reddit, NPS, Tampa Bay Times, Strange OutdoorsSupport 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.

You can do great customer experience work and still lose the budget conversation if you walk into leadership meetings with the wrong proof. We're tired of being asked to defend CX ROI with scores that don't match the company scorecard, and we're even more tired of watching smart CX leaders “white knuckle” their way through budget season. This conversation is about changing the starting point so ROI becomes obvious, credible, and repeatable.We talk through why proving return on investment is so hard when the work begins with tactics and ends with rationalizing the spend. Instead, we start with organizational goals and translate them into what executives already track: more revenue and fewer expenses. We break down how words like scale, growth, market share, and even workplace of choice can become measurable outcomes, and how a simple blueprint helps you identify the leaders who need buy-in, the levers you can pull in the customer journey, and the behavior changes you expect to see.Then we get practical about customer experience metrics. NPS and CSAT can be helpful feedback indicators, but they're not enough on their own. We dig into behavioral metrics and analytics that connect CX strategy to business impact, including retention, churn, conversion, friction points, complaint trends, and operational cost to serve. If your goals don't mention “customer,” we show you how to stop worrying and start proving how customer behavior drives every business result.If you want more funding, more trust, and a stronger CX business case, listen through and then write down your top organizational goals and start there. Subscribe, share this with a fellow CX leader, and leave a review so more people can find the show.Resources Mentioned:Article: ​​Want Greater CX Success? Build Your CX Success Blueprint -- https://www.experienceinvestigators.com/how-to-build-cx-success-statement/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed 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!)

Most organizations think they have an AI tool problem. They do not. They have an AI behavioral problem. The licenses get bought, the workshops happen, and by Monday morning, people are back to working exactly as they did before.This episode is sponsored by Deel.Hire, manage, and pay anyone, anywhere: https://www.deel.com/nickdayhr/In this episode of @thehrldpodcast Nick Day is joined by Jamie Bykov-Brett, an AI transformation strategist, TEDx speaker, and co-founder of the Executive AI Institute. Jamie's path into AI started in youth work, supporting young people from marginalized backgrounds into STEM careers. It was there, back in 2014, that he began forecasting how automation would reshape the workforce, discovering along the way that technology adoption rarely fails because of the tools themselves; it fails because people were never taken through the change. That change management lens is exactly what he brings to AI training and organizational transformation today.Nick and Jamie explore why one-off AI workshops rarely create lasting behavior change, and why real transformation starts with human-centric skill development, not the tools. They unpack the "eliminate, automate, delegate" framework for deciding where AI actually belongs in a workflow, why psychological safety is the missing ingredient in most AI rollouts, and how legacy failed change projects can quietly sabotage adoption before training even begins. They also dig into why your most resistant employees might be your best future change agents, why highly technical people sometimes struggle most with AI adoption, why organizations should expect a temporary dip in performance during rollout rather than instant ROI, and what it actually looks like to design an AI learning intervention that turns AI into a daily working habit rather than a novelty.In a world where organizations are under pressure to prove AI adoption is working immediately, this episode makes the case that the real barriers were never technical. They are emotional, cultural, and behavioral, and the organizations that address that will be the ones that actually get results.A must-listen for HR leaders, L&D professionals, and anyone responsible for making AI adoption actually stick inside their organization.Enjoyed this? Check out our sister podcast @thepayrollpodcast for more great content!Guest and Host:Jamie Bykov-Brett's LinkedIn: https://www.linkedin.com/in/jamiebykovbrett/Jamie Bykov-Brett's Website: bykovbrett.netNick Day's LinkedIn: https://www.linkedin.com/in/nickday/Find your ideal candidate with our job vacancy system: https://jgarecruitment.ck.page/919cf6b9eaSign up to the HR L&D Newsletter: https://jgarecruitment.ck.page/23e7b153e7Stay tuned for the next episode of the HR L&D Podcast, brought to you by Nick Day, CEO at JGA Recruitment, landing soon!Timestamps:(00:01) Why AI Training Fails: The Behavior Problem, Not a Tool Problem(03:27) Jamie's Journey: From Youth Work to AI Transformation Strategist(09:05) The AI Adoption Gap: Rising HR Burnout Despite AI Investment(10:47) AI as a Mirror: Why Technology Reflects Your Organization's Culture(14:30) Human-Centric Skills First: Curiosity, Creativity and Critical Thinking(20:31) The Eliminate, Automate, Delegate Framework(23:09) Designing AI Interventions That Actually Fit Your Organization(27:43) Turning Resistant Employees Into Change Agents(33:11) The Hidden Fears Driving AI Resistance(37:03) Case Study: How Insights Achieved a 9.7 NPS on AI Training(39:59) Why L&D Should Expect a Performance Dip Before AI Pays Off(45:43) Rapid Fire: Career Advice, Leadership, and HR's Future

What does it take to lead one of the most iconic airports on earth while rebuilding it from the ground up with the Olympics two years away? In this episode of The Leadership Enigma, Adam Pacifico sits down with John Ackerman, CEO of Los Angeles World Airports, the organisation behind LAX a gateway that welcomes 75 million passengers a year and employs 50,000 people every single day. John shares his remarkable non-linear journey from Marine Corps Harrier jet pilot, to airline captain, to his first ever CEO role leading a $30 billion transformation of one of the most recognised airports in the world. He opens up about the reality he walked into crumbling infrastructure, a negative employee NPS score, and a workforce that had been let down and why his very first decision was to put people above everything else, including customers and airlines. This is a conversation about servant leadership, legacy, and what it really means to lead under pressure and public scrutiny. In this episode you will hear about: - The Marine Corps "leader eats last" lesson that shaped John's entire leadership philosophy - Why LAX had a negative employee Net Promoter Score and how they climbed out of it - The decision to prioritise employees over airlines and customers and the gasps it caused - The $30 billion transformation programme and how John leads it under full public and political scrutiny - Putting the soul of Los Angeles back into LAX ahead of the 2028 Olympics - The secret plans for the world's most famous airport building the iconic Theme Building - Why John went from dismissing HR to believing it is absolutely everything If you lead a team, a business, or an organisation going through change, this episode will challenge and inspire how you think about people-first leadership.

Why do we size up a rude stranger in seconds and decide they don't belong in our "tribe"? Dr. Benjamin Granger has a term for it: the evolutionary hangover — his phrase for the cognitive biases our brains evolved for savanna survival and never quite retired. As Chief Workplace Psychologist at Qualtrics, Granger spends his days distilling billions of data points on how employees and customers really feel, and in this episode he brings that same lens to his new USA Today bestseller, A Leader Worth Following. The conversation moves from the biological to the deeply practical. Granger traces human speech back only 100,000–200,000 years — a blink in evolutionary time — to explain why we still assume our texts and emails land exactly as intended, and why they so often don't. He and host Peter Winick dig into a favorite (and least favorite) example: the customer satisfaction survey. Whether it's a car dealership coaching you to "circle the five" or a flight attendant joking about the inevitable post-flight survey, Granger shows how well-established science like goal-setting theory gets bent out of shape the moment it collides with real incentive structures. There's also a candid look at what it takes to write a book while holding down a demanding day job — from years of scattered iPhone notes to a publisher's cold outreach that landed within days of deciding to write one. Granger and Winick talk through the tension every corporate thought leader faces: how do you promote your ideas without it feeling like self-promotion? Granger's answer — "I'm selling the message, not myself" — anchors a broader discussion of why academic rigor and real-world readability don't have to be at odds. The episode closes on a personal note: Granger's hope that more leaders will get comfortable with hard conversations with themselves, and a few concrete ways to start — from a two-minute daily reflection borrowed from Marshall Goldsmith to a monthly sit-down with your future self. If you've ever wondered why your best-intentioned message got read the wrong way, or why your company's survey scores don't tell the real story, this one's for you. Three Key Takeaways: • Our brains are running outdated software. Granger's "evolutionary hangover" concept explains why we instantly judge people as "abrasive" or "rude" — a tribal survival instinct that made sense on the savanna but creates friction in modern offices and customer interactions. • Good science can get gamed by bad incentives. Goal-setting is one of the most well-established practices in organizational psychology, but Granger shows how tying compensation to survey scores (like a car dealership's NPS rating) corrupts the very measurement it's supposed to improve. • Selling ideas isn't the same as selling yourself. Granger reframes self-promotion as message-promotion — a mental shift that let him push through years of book marketing discomfort because he believes the underlying research deserves to reach people. Ben isn't the only one turning years of hard-won research into a book built to scale. Bill Sherman, Peter Winick, and Naren Aryal have just released The Thought Leadership Handbook: How the Experts Elevate Their Big Ideas—and How You Can Too — a field guide drawn from more than 700 conversations on this very podcast, mapping out the frameworks and five "thought leadership avatars" that separate an idea stuck in your head from one that actually reaches an audience. If Ben's path from scattered iPhone notes to a USA Today bestseller has you thinking about your own expertise, this is the next book on your list. Get it at thoughtleadershiphandbook.com, or find it on Amazon, Barnes & Noble, Bookshop, Apple Books, or Amplify.

On this episode of NP Pulse: The Voice of the Nurse Practitioner®, nurse practitioner (NP) expert Sun Jones leads us through a discussion about AI, a technology that now seems to be everywhere. Jones explores how she utilizes AI, and shares strategies to help NPs get the most out of AI in their clinics and other professional settings. 

Beyond the Digest: July 2026Beyond the Digest are bonus episodes to the DermSurgery Digest that include reviews of interesting and relevant articles from JAMA Dermatology, Journal of the American Academy of Dermatology (JAAD) and Plastic and Reconstructive Surgery (ASPS). Articles featured in this episode include: “Understanding factors impacting quality of life in patients with keratinocyte carcinoma: A cross-sectional analysis of Mohs surgery patients” in JAAD“Comparison of complication rates for paramedian forehead flaps performed outpatient versus inpatient: A single-center retrospective study” in JAAD“Shifts in procedural dermatology: Increasing role of PAs and NPs across lesion sizes and repairs-2007-2023 MarketScan claims analysis” in JAAD“Cartilage grafts for alar reconstruction in nasolabial interpolation flap surgery may negatively affect breathing function and cosmesis: A retrospective study” in JAAD Beyond the Digest Contributors include Naomi Lawrence, MD, Dermatologic Surgery Digital Content Editor; Yesul Kim, MD, Beyond the Digest Co-host and features Caresse Gamret, MD and Sydney Proffer, MD, MS for the July episode.Your feedback is encouraged. Please contact communicationstaff@asds.net.

In this episode, Dr Elle Wadsworth talks to Annette Nugteren-van Lonkhuyzen, a PhD student and toxicologist at the Dutch National Poisons Information Centre in Utrecht, the Netherlands. The interview covers Annette's research article examining trends in new psychoactive substance (NPS) poisonings in the Netherlands over a 14-year period.The definition of NPS [01:05]The wider legal context in the Netherlands surrounding NPS [01:40]The legal status of NPS in Annette's study [03:16] The motivation behind the study [03:49]The data source used in this study [06:19]The key findings with regards to total NPS poisonings [08:46]The key findings throughout the different NPS classes [09:33]Annette's surprising findings [11:46]Changes in trends before and after a law change [13:18] The differences in results according to the data sources used [15:30]The utility of poison centre data for monitoring drug markets [17:00]About Elle Wadsworth: Elle is an academic fellow with the Society for the Study of Addiction. She is based at the University of Bath with the Addiction and Mental Health Group and her research interests include drug policy, cannabis legalisation, and public health. Elle holds a voluntary role at The Loop, a non-profit service provider of drug checking in the UK. About Annette Nugteren-van Lonkhuyzen: Johanna J. (Annette) (MSc, ERT) studied Biomedical Sciences at Vrije Universiteit Amsterdam in the Netherlands. Since 2009, she has worked at the Dutch National Poisons Information Centre (NVIC) in Utrecht, initially as a Specialist in Poisons Information (SPI) and subsequently as a researcher. In 2023, she obtained her registration as a European Registered Toxicologist (ERT). Annette is currently completing her PhD research on the monitoring and early detection of health incidents involving new psychoactive substances (NPS).Declarations of interest: None Original article: Trends in new psychoactive substance poisonings in the Netherlands: A 14-year retrospective analysis (2012–2025) https://doi.org/10.1111/add.70511The opinions expressed in this podcast reflect the views of the host and interviewees and do not necessarily represent the opinions or official positions of the SSA or Addiction journal.The SSA does not endorse or guarantee the accuracy of the information in external sources or links and accepts no responsibility or liability for any consequences arising from the use of such information. Hosted on Acast. See acast.com/privacy for more information.

In this episode Lisa Mathis and Alyssa Proctor discussed the differences and similarities between physician assistants (PAs) and nurse practitioners (NPs), highlighting educational paths, scope of practice, and workplace collaboration, with both emphasizing the importance of mutual support, advocacy, and choosing a career path based on individual goals and lifestyle. This conversation also addressed challenges such as misconceptions, documentation skills, and the need for improved acute care training, while underscoring the value of shadowing and research for prospective students.

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 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

On this episode of NP Pulse: The Voice of the Nurse Practitioner®, returning guests Ruth Carrico and Diane Padden share how they reenvisioned the Loretta Ford Visionary Leadership Program as an enhanced experience to guide NPs into developing practical leadership skills applicable to educational and entrepreneurial settings. Carrico and Padden discuss how they developed the revamped program and explain how NPs can apply today to become a part of the 2027 cohort.

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.

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.

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

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.

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