Navigating the Customer Experience
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. The podcast covers technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery, and more.
Episodes
281: Is Human Support Becoming a Luxury? with Ben Rosenberg
Send us Fan MailIs human support about to become a luxury only premium customers can afford?Yanique Grant sits down with Ben Rosenberg, VP of Customer Experience Delivery at ChurnZero, a SaaS leader with two decades of customer experience behind him at companies like Zenefits and Sendoso. Ben gives an honest answer on whether automation is creating a two tier CX model, explains why AI still strugg
280: The Skills AI Can't Replace: Why Human Service Still Wins with Jeff Toister
Send us Fan MailAI won't replace your people. It will replace the ones acting like robots.Returning guest Jeff Toister, best-selling author of Human Service: The Skills AI Can't Replace, joins Yanique Grant to unpack where humans still win in a world racing to automate. Drawing on new research spanning more than 370,000 phone calls and 400-plus face-to-face interactions, Jeff makes the d
279: Where AI Ends and Humans Begin: Building Customer Success on Clean Data with Rebecca Stone
Send us Fan MailWhere should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line.Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that mak
278 : Clarity Beats Confidence: How Great Leaders Actually Change with Terez Rijkenberg
Send us Fan MailWhat if the fastest way to lead change was to stop trying to feel confident? Executive coach Terez Rijkenberg says clarity beats confidence every time, and she has the frameworks to prove it.Terez Rijkenberg, executive coach to C-suite leaders and director at Tuitive AI, joins Yanique Grant to share the two frameworks behind her work: the RAFT formula (results, actions, feelings, t
277 : Deflection Done Right: Building AI Support That Customers Actually Love with David Karandish
Send us Fan MailCan AI answer your customers without pushing them away? David Karandish has automated support for 20,000 companies, and he says deflection should make the experience better, not worse.David Karandish, founder and CEO of Capacity, joins Yanique Grant to unpack how to bring AI into customer support the right way. After selling Answers Corp for $960 million, David built Capacity into
276 : Pricing AI: Why the First Price Is Always Wrong and What Smart SaaS Leaders Do About It with Dan Balcauski
Send us Fan MailPricing AI is the hardest pricing problem in software right now, and most SaaS leaders are getting it wrong on the first try. In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Dan Balcauski, founder of Product Tranquility, to unpack why the first AI price a company sets is always wrong, how to set usage caps when you have no historical data, a
275 : From Pissed to Empowered: How Consumer Feedback Drives Business Transformation
Send us Fan MailWhat if the most valuable thing a customer could do for your business was complain? In this episode of Navigating the Customer Experience, Yanique Grant sits down with Michael Podolsky, co-founder and CEO of PissedConsumer.com and Wisebrand.com, to explore the power of negative feedback and why organizations that take it seriously are the ones that build lasting customer loyalty.Mi
274 : Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs with Dr. Kerrian M. Peart, PHD.
Send us Fan MailNAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader NeedsWhat happens to your customers when the leader serving them is running on empty? In this episode, Yanique Grant sits down with Dr. Kerriann M. Peart, organizational psychologist, executive coach, and founder of Island Rooted Co., for a conversation
273 : Lead Forward: AI, Leadership, and the Future of Work with Jack Jendo
Send us Fan MailWhat does it actually take to lead in an era where artificial intelligence is reshaping every industry, every role, and every assumption about how work gets done? On this episode of Navigating the Customer Experience, Yanique Grant sits down with Jack Jendo, founder of BrainDigits, AI strategist, and author of Lead Forward, to explore what the future workplace really looks like and
Anniversary Episode : 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation
Send us Fan Mail10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter ConversationThis episode is unlike any other in the 272-episode history of Navigating the Customer Experience. To celebrate 10 years of podcasting, host Yanique Grant invited her daughter Summer to turn the tables, Summer takes the microphone and interviews her mom about the journey, the hard lessons, and what the
272 : Show Up Scared: Networking, Resilience, and Building Real Connections with Alexandra Labarr
Send us Fan MailWhat does it take to walk into a room full of strangers and walk out with real connections? In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Alexandra Silva Labarr, internationally recognized speaker, author, and founder of Xandra Marketing and PR. Known as the Networking Queen, Alexandra brings over 25 years of experience in marketing, busin
271 : The Human Element Behind AI-Powered Copywriting with Jon Benson
Send us Fan Mail"What happens when the inventor of the Video Sales Letter meets AI? Jon Benson joins us for a conversation that will change how you think about creativity, copy, and your business."In Episode 271 of Navigating the Customer Experience, host Yanique Grant sits down with Jon Benson, the pioneering copywriter and entrepreneur who invented the Video Sales Letter (VSL) the form
270 : AI Search Optimization & Personal Branding in the Age of AI with Jimi Gibson
Send us Fan MailIn this episode, Yanique Grant sits down with Jimi Gibson, VP of Brand Communication at Thrive Internet Marketing Agency, to explore how AI is fundamentally changing business visibility online.Jimi shares insights from 20+ years in digital marketing and 70+ podcast appearances, discussing the critical shift from traditional SEO to AI Search Optimization (Answer Engine Optimization
269: Faith Over Fear: Leading with Humanity in the Age of AI with Victoria Mensch
Send us Fan MailIn this insightful episode of Navigating the Customer Experience, we welcome Victoria Mensch, Founder & CEO of the Silicon Valley Executive Academy, for a powerful conversation on leadership, innovation, and thriving in the age of AI.With a PhD in Psychology, an MBA from UC Berkeley, and more than 25 years in Silicon Valley, Victoria has built her career at the intersection of
268: The Trust Index: Building an Ecosystem of Trust From the Inside Out with Gal Borenstein
Send us Fan MailIn this episode of Navigating the Customer Experience, Gal Borenstein, Founder and CEO of The Borenstein Group, joins us for a powerful conversation on trust, branding, and customer experience in the digital and AI era. With nearly 30 years of experience advising growth-oriented organizations in complex and regulated industries, Gal shares how leaders can protect credibility and bu
267: The CX Imperative: 5 Critical Practices for Making Customer Centricity a Core Business Value with Mark Fithian and Jeff Rosenberg
Send us Fan MailIn this episode of Navigating the Customer Experience, we sit down with Mark Fithian and Jeff Rosenberg, cofounders of WideOpen, a strategic customer experience (CX) consulting firm, and authors of the book The CX Imperatives: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. With more than 30 years of experience each, Mark and Jeff bring deep insight from w
266: Leading From the Inside Out: Voice, Peace, and the Power of People with Jeremie Kubicek
Send us Fan MailIn this episode of Navigating the Customer Experience, we sit down with Jeremie Kubicek, a powerful communicator, serial entrepreneur, and co-founder of GiANT, a global leadership development company. Jeremie is the author of several influential leadership books, including 5 Voices, 5 Gears, The 100X Leader, The Peace Index, and his newest release, The Voice-Driven Leader.Jeremie s
265: Why Feelings Drive Growth: Emotional Equity, Belonging & Brand Transformation with Jean-Pierre LaCroix
Send us Fan MailIn this episode of Navigating the Customer Experience, we sit down with Jean-Pierre LaCroix—President and Chief Strategy Officer of SLD, brand visionary, author, and creator of groundbreaking tools such as the Trust Ladder and the Ideal Omni Experience Model. With more than 46 years of experience helping global organizations transform their retail, brand, and customer experience ec
264: No One-Size-Fits-All CX: Ty Givens on Playbooks, People and Performance
Send us Fan MailIn this episode of Navigating the Customer Experience, we sit down with Ty Givens, the dynamic Founder and CEO of CX Collective, a consultancy known for building customer experience programs that scale while still feeling human. With a career that began at just 18 years old, Ty walks us through her remarkable journey from her first customer service desk at Office Depot to leading g
263: Empowering Teams and Elevating CX with Jamie Homen
Send us Fan MailIn this episode of Navigating the Customer Experience, we dive deep into the career and mindset of Jamie Homen, a seasoned customer experience (CX) leader with over 20 years in the industry. Now leading CX at Mural, an AI-powered visual collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions
262: You Miss Every Shot You Don’t Take: Evan Siegel on Innovation, Leadership & AI-Driven CX
Send us Fan MailIn this episode of Navigating the Customer Experience, we sit down with Evan Siegel, Vice President of AI at eGain, where he leads the development of next-generation AI-powered conversational guidance. With a rich background that includes 16 years at Wells Fargo leading customer experience and contact center innovation, Evan brings deep insight into how technology can drive better
261: Why Your Brand Isn’t the Hero — Your Customer Is with Greg Logan
Send us Fan MailGreg Logan: The Power of Storytelling – Turning Brands into BlockbustersIn this episode of Navigating the Customer Experience, we are joined by Greg Logan, a global leader in brand storytelling who has spent over 30 years helping the world’s biggest brands—from Adobe and Netflix to Virgin and Qantas—connect with audiences through stories that reach both the head and the heart. With
260: All Business Is Personal: Joseph Michelli on Human-Centered CX, AI, and the Future of Customer Experience
Send us Fan MailIn this episode of Navigating the Customer Experience, we welcome back Joseph Michelli, a certified customer experience professional, New York Times and Wall Street Journal #1 bestselling author, and internationally sought-after keynote speaker. Known for his books on iconic brands such as The Ritz-Carlton, Mercedes-Benz, Starbucks, Zappos, and Airbnb, Joseph brings decades of insi
259: CX Beyond the Hype: Global Survey Insights, Outsourcing Strategies & Leadership Lessons with Peter Ryan
Send us Fan MailIn this episode of Navigating the Customer Experience, we are joined by Peter Ryan, President and Founder of Ryan Strategic Advisory, is recognized globally as one of the foremost experts in customer experience (CX) and business process outsourcing (BPO). For over two decades, Peter has advised CX outsourcers, enterprises, governments, and associations on strategic issues like tech
258: Leading CX with Insight, Influence, and Innovation with John McCahan
Send us Fan MailIn this episode of Navigating the Customer Experience, we are joined John McCahan who is a Customer Experience and Service Executive Leader who has transformed CX across industries including automotive, banking, logistics, manufacturing, retail, and most recently at FTD, where he led its post-bankruptcy customer experience transformation. Currently a Board Member of FullCircle and
257: Dare to C.A.R.E: Unlocking Your Human Potential and Purpose-Driven Customer Experiences Carmen Vlasceanu
Send us Fan MailIn this compelling episode of Navigating the Customer Experience, we are joined by global hospitality executive, author, and social entrepreneur Carmen Vlasceanu. With over 25 years of experience in hospitality, aviation, catering, and cruise industries, Carmen shares her remarkable journey from growing up in communist Romania to becoming a transformative leader in customer experie
256: Built from Grit: Jay on Customer Experience, Reinvention, and Radical Integrity with Jay Sapovits
Send us Fan MailIn this compelling episode of Navigating the Customer Experience Podcast, we speak with Jay Sapovits, a dynamic and resilient entrepreneur with a flair for reinvention. Jay’s journey began with a bold move across the country at age 18, setting the tone for a life rich in unconventional choices and high-profile experiences. With a knack for spotting opportunity in adversity, Jay has
255: Reimagining the Voice of the Customer: How Hark is Humanizing Customer Communication with Fran Brzyski
Send us Fan MailIn this episode of Navigating the Customer Experience, we sit down with Fran Brzyski, CEO and Co-Founder of Hark, the leader in video and audio-driven customer feedback. With over a decade of experience in CX and Voice of Customer roles spanning startups to Fortune 50s, Fran brings a wealth of insight into transforming how brands listen and respond to customers in the modern age.Fr
254: The CX-AI Connection.....Redefining Customer Journeys with Smart Tech with Eric Karofsky
Send us Fan MailIn this episode of Navigating the Customer Experience, we’re joined by Eric Karofsky, an award-winning expert in customer experience (CX), user experience (UX), and employee engagement, and the founder of VectorHX, a human experience agency. Eric shares his professional journey—from decades in agency and consultancy work with major brands like Michelin and Royal Caribbean, to leadi
253: The Buy-In Advantage: How Great Leaders Inspire Teams, Drive Engagement, and Create Meaningful Workplaces with Dave Garrison
Send us Fan MailIn this powerful episode of Navigating the Customer Experience, we sit down with Dave Garrison, leadership strategist, former CEO, and author of The Buy-In Advantage: Why Employees Don’t Care – and What Great Leaders Do to Inspire Them to Give Their All. With over 25 years of experience leading and advising public and private companies—including Ameritrade—Dave shares his journey f
252: Collars & Co. and the Art of Obsession: Building Customer Loyalty from Scratch with Justin Baer
Send us Fan MailIn this episode of Navigating the Customer Experience, we talk with Justin Baer, an entrepreneur passionate about blending comfort and style into professional wear. Justin shares his journey from a tech-focused entrepreneur to founding Collars & Co., known for their innovative Dress Collar Polo — the perfect hybrid of dress shirt style with polo shirt comfort.Originally a side
251: Revolutionizing Commerce Through Video: Insights from Eitan Koter on Social Commerce, Shoppable Videos, and Building Brand Loyalty with Eitan Koter
Send us Fan MailIn today’s episode of Navigating the Customer Experience with Eitan Koter. Eitan Koter, Co-founder and Co-CEO of Vimmi, has a rich background in the tech sector, particularly in video commerce, digital marketing, and social commerce. With over two decades of experience, including managing a public company and leading startups, Koter has established himself as a thought leader in th
250: Putting Customers at the Heart of Your Goals: A Guide to Customer-Centric OKRs with Josh Seiden
Send us Fan MailIn today's episode of Navigating the Customer Experience with Josh Seiden. Josh’s insights emphasize that customer-centricity is a journey requiring both leadership and employees to adopt new ways of thinking and working. By focusing on customer needs and empowering teams through OKRs, organizations can create greater value and drive meaningful change.Josh’s JourneyJosh began
249: Building Strategies That Stick: Insights on Customer Experience and Personalization with Laura Richard
Send us Fan MailIn this episode, we dive deep into the insights of Laura Richard, a Principal at Level5 Strategy and a leader committed to enhancing customer experiences. With a background in health sciences, Laura transitioned into management consulting, driven by her curiosity and passion for problem-solving. Over her 15-plus-year career, she has worked across various sectors, including public,
248: Harnessing Data for Better Human Capital Decisions: Insights on HR Analytics with Keith Goode
Send us Fan MailIn today's digital landscape, the exponential growth of data presents unique challenges and opportunities for organizations. Keith Goode, a leader in human capital management and business intelligence, emphasizes the significance of leveraging data to enhance decision-making around an organization’s most valuable asset: its people. As a member of ZeroedIn Technologies, Keith i
247: Cozy Conversations - Yanique on Embracing Courage in Life, Service, and Personal Growth
Send us Fan MailIn this solo episode of "Navigating the Customer Experience," host Yanique Grant reflects on her podcasting journey and offers encouragement to those considering starting their own. With 245 episodes under her belt and a recent transition to video podcasting, Yanique shares insights on overcoming fears and embracing new challenges.Yanique begins by discussing her mission
246: Transforming Customer Experience with Data and Digital First Strategies with Andrew Carothers
Send us Fan MailAndrew Carothers is a Senior Customer Experience Leader and a CCXP who has significantly shaped the field of customer experience (CX). His career began in public relations, where he worked both in agencies and in-house. He transitioned into the technology sector at Autodesk and even worked for the Electric Vehicle Association of America before the concept of electric vehicles becam
245: Navigating Life's Journey: Balancing Mind, Body, and Spirit for Personal and Professional Success with Rusty Rueff
Send us Fan MailIn this episode of Navigating the Customer Experience, host Yanique Grant interviews Rusty Rueff, a seasoned leader with a diverse career in entertainment, talent management, and philanthropy. Rusty shares insights from his journey, which includes significant roles at PepsiCo and Electronic Arts (EA), where he was instrumental in global human resources and talent management.Rusty d
244: From Service to Software: Creating a Customer-Centric Knowledge Base with KnowledgeOwl with Marybeth Alexander
Send us Fan MailMarybeth Alexander has been the Knowledge Goddess and Chief Executive Owl at KnowledgeOwl since she co-founded the company with Pete in 2015. As KnowledgeOwl’s CEO, she's responsible for embodying KnowledgeOwl's mission and values, which include using business as a force for good, cultivating a people-first company, giving excellent service to everyone, and creating aweso
243: Building Strong Cultures and Empowering CEOs: Insights from Bob Carrothers
Send us Fan MailBob Carrothers has 29 years of experience, he facilitates peer-to-peer boards of CEOs and executives, creating environments conducive to skill enhancement, informed decision-making and superior results. Bob is certified as an Emergenetics advisor and Predictive Index practitioner, equipping him with a profound understanding of human behaviour and cognition. Questions · So, we
242: Mastering Geofencing for Small Business Growth with Ernesto Cullari and Barbara Wardell
Send us Fan MailBarbara Wardell and Ernesto Cullari run an agency that focuses on geofencing. This embraces a growth hacker mindset that strategically focuses on identifying and amplifying their clients’ strengths while pinpointing weaknesses in the competition, utilizing GPS location data. This approach results in a significant and measurable impact on foot traffic and online engagement, making t
241: Mastering Sales Through Customer-Centric Mindsets: Insights from Alan Versteeg
Send us Fan MailAlan Versteeg, an engineer turned sales management expert, initially approached the sales world with skepticism, but soon turned it into a thriving career by applying the engineering principles of cause and effect to sales and sales management. This success led him to co-founding Growth Matters, where Alan and his team have developed over 2,000 sales managers across 45+ countries a
240: Elevating Customer Experience: Neil Leyland on AI, Machine Learning, and Transforming Contact Centers with Neil Leyland
Send us Fan MailNeil Leyland is a Chief Contact Center Strategist at InterVision, and he is an exceptional PMP and six Sigma black belt certified senior-level program leader and a proven problem-solver. A highly motivated achiever with a career history in sales and operations management for international multi-unit retail operations. Possessing excellent interpersonal, presentation, written and v
239: Navigating Burnout, Building Resilience, and Fostering Relationships for Success with Dr. Eric Recker
Send us Fan MailDr. Eric Recker is a dentist, husband, father, keynote speaker, Elite Success Coach, author, pilot, mountain climber and recovering triathlete. In his second half of life, he is committed to helping people shorten the distance to becoming their best version and learning to #WINtheNOW. Questions · We'd love for you to share in your own words a little bit about how you
238: Mastering Software Reliability with Daniel Ruby
Send us Fan MailDaniel Ruby is a VP of Marketing at Nobl9. Ruby is a dynamic marketing executive with a focus on B2B marketing, and has significant experience building teams and driving successful, data-driven programs for a range of startups and mid-sized organizations. As the Director of Online Marketing for Localytics, Ruby was the first marketing hire and scaled his team to a full-fledged mark
237: Empathy and Innovation in Customer Success with Irina Vatafu
Send us Fan MailIrina Vatafu has nearly a decade of experience in customer-facing roles, she is deeply passionate about working with people, and dedicated to ensuring every customer feels valued and respected. Currently serving as the Head of Customer Success at Custify, Irina thrives in roles that require effective communication, problem-solving and empathetic engagement. Her commitment to conti
236: Elevating Client Relationships: The Power of Thoughtfulness, Kindness, Caring and Empathy with Richard Weylman
Send us Fan Mail Richard Weylman was orphaned at age 6 and he lived in 19 foster homes and attended 11 different schools. Rather than becoming the victim of those circumstances, he overcame them and he has had remarkable business success, including as an award-winning General Sales Manager of Rolls Royce to Head Sales and Marketing for the Robb Report, a Magazine for the Luxury Lifestyle from its
235: Unveiling the Trends from Broadridge's 6th Annual CX and Communications Consumer Insight Survey with Debbie Miglaw
Send us Fan MailDebbie Miglaw is Head of Digital Solutioning & Business Development at Broadridge. She and her team of digital sales specialists, solutions architects and business analysts are responsible for consulting with clients to define the digital solutions that support their digital transformation and customer experience goals. The team of experts work with clients’ business and techn
234: Transforming Customer Experience: Joel Passen on AI, Innovation, and Leadership with Joel Passen
Send us Fan MailJoel Passen is a proven technology entrepreneur and leader with 20+ years of success creating value and driving measurable results at the intersections of sales, business development, product strategy, operations and customer experience. Before co-founding Sturdy, a next-gen customer experience solution that helps companies improve customer satisfaction. Joel co-founded Newton So
233: Practical Frameworks and Future Insights for Elevating Customer Experience with Alan Williams and Dave Stubberfield
Send us Fan MailAlan Williams is the founder of SERVICEBRAND GLOBAL and advises business leaders internationally to deliver value driven service. Dave Stubberfield is the director of Carter Consultancy and specializes in enabling cultural transformation to help businesses achieve greatness. They are the authors of Supercharging the Customer Experience: How Organizational Alignment Drives Perfo
232: Embracing Technology and Human Connection in Customer Experience with Vaishali Dialani
Send us Fan MailVaishali Dialani is a multi-award-winning Customer Experience professional in the Middle East, has been recognized as a CXPA Emerging Leader, a finalist for CX Leader of the Year 2023, and has been ranked among the top CXMStars worldwide in both 2023 and 2024. She is a firm believer in the power of knowledge sharing to foster growth and awareness within the CX community. With over
231: Data-Driven Sales Excellence: Insights from 'Data and Diagnosis-Driven Selling' with Robert Scarperi
Send us Fan MailRobert Scarperi, Bob has been a leader in professional services, SaaS, financial services, ad tech mar tech, and management consulting for 32 years. His company, Revenue Vision Partners is the industry's leading data-driven revenue growth consulting firm. Questions · Could you share with our listeners, just a little bit about how you got from where you were to where you are
230: Strategies for Customer Success and Retention with Rachel Stanley
Send us Fan MailRachel Stanley came to Banzai in 2019 with over 10 years of SaaS onboarding, training, implementation, consulting, e-Learning, customer success, adoption and support experience. When Rachel joined Banzai, Customer Success was the only customer-facing job function. Since then, Rachel has added Onboarding, Support and Customer Marketing successfully creating a Customer Experience or
229: Embracing Change and Mastering Entrepreneurship: Insights from Editor-in-Chief of Entrepreneur Magazine with Jason Feifer
Send us Fan MailJason Feifer is the editor in chief of Entrepreneur Magazine, a nonstop optimism machine, and a widely recognized authority on business and how people navigate change. He is the author of the best-selling book Build For Tomorrow, a startup advisor, and host of the podcast Help Wanted and Problem Solvers. LinkedIn name him a “Top Voice in Entrepreneurship”. Jason has also had de
228: Decoding the 5 C’s of Effective Communication: Insights from a Relational Intelligence Expert with Steve Cockram
Send us Fan MailSteve Cockram is an inspirational communicator, serial entrepreneur, confidant to elite leaders around the world and co-creator of the world's premier “Leadership Toolkit”. He has co-authored The 100X Leader, 5 Voices and The 5 Gears
227: Exploring the Spectrum of Leadership: From Visionary Insights to Introverted Strengths with Darby Vannier
Send us Fan MailDarby Vannier, with over 20 years of experience, is a seasoned leader adept at building and growing organizations. As President & CEO of Indispensable Leadership Group, he excels as an executive coach, consultant, speaker, and fractional COO, focusing on strategic and leadership development. He has led effective teams of more than a 100 employees, coached others into their own
226: Unlocking Success: Conversations with Barry Klein on Cultural Alignment, Recruitment, and Customer Service Delivery with Barry Klein
Send us Fan MailBarry Klein is Vice president of Success and Enablement at Austin-Based Talroo, the data driven job and hiring event advertising platform that helps businesses reach the candidates they need to build their essential workforce. Barry provides leadership to Talroo’s team of Customer Success Analysts who have both revenue and customer service responsibilities for multiple verticals.
225: Passion, Persistence, and the Power of Storytelling with Cynthia Kay
Send us Fan MailCynthia Kay founded Cynthia Kay and Company media production which produces high-quality communications for organizations from Fortune Global 100 to small business. A graduate of Michigan State University, Kay holds a master's in communications from Western Michigan University. Cynthia Kay is a passionate spokesperson for small business. For more than 35 years, she has spent
224: Empowering Customer Connections: Insights and Innovations in Customer Experience with Serena Chan
Send us Fan MailSerena Chan is a Research Advocate at Dovetail with a background in exploratory and UX research. She plays a pivotal role in crafting memorable experiences for customers, advocating for them within the company and partnering with people who do research to build a community and best practices at Dovetail. Before joining Dovetail, Serena held UX design research and product roles acr
223: Transforming Loyalty Programmes with Innovation and Trust with Len Covello
Send us Fan MailLen Covello, Chief Technology Officer (CTO) at Engage People, leading the long-term technology vision of the company and is responsible for driving continued innovation in the loyalty sector. He is an innovator in the technology space and a thought leader in loyalty. Len started his first technology company at the age of 18 and most recently was the Director and Chief Technology O
222: Embracing Fun for Business Success: The Fun First Strategy with Pete Kusiak
Send us Fan MailPete Kusiak is the franchise guru who knows how to bring the fun into business. With a track record of success owning and coaching franchises for over 20 years, Pete's innovative strategies have transformed businesses, boosting revenue and workplace happiness. His passion lies in creating organisations that are not only exciting, but also irresistible. By using his Fun First S
221: Balancing Heart and Smart: The Key to Customer Retention and Growth with Ali Cudby
Send us Fan MailAli Cudby, CEO of Alignmint Growth Strategies, which is a dynamic force in business transformation through intentional customer experiences. With a mission to drive growth by architecting superior customer interactions, Ali's expertise aligns strategy and implementation. She is the author of the bestselling book, Keep Your Customers, she offers fresh insights from real-world
220: AI and the Future of CX: Insights from The CallMiner CX Landscape Report with Eric Williamson
Send us Fan Mail Eric Williamson is the Chief Marketing Officer at CallMiner. As CallMiner’s Chief Marketing Officer, Eric oversees all global marketing functions from brand and events to demand generation. Eric's marketing team works very closely with channel and sales to drive pipeline and CallMiner’s explosive growth. Eric has over 20 years of experience in both technology and consumer pro
219: Insights into Buyer Behaviour: Trust, Decision Making, and the Power of Buyer Personas with Jim Kraus
Send us Fan MailJim Kraus is the President of Buyer Persona Institute (BPI) and a leading authority on buyer personas and buying insights. BPI’s buyer persona research and workshop methodologies have become a gold standard for thousands of marketers in hundreds of companies worldwide that rely on these studies to reveal everything a prospective buyer needs to know and experience to have confidence
218: Exploring the Future of Customer Engagement: Insights on AI, Employee Augmentation, and Industry Trends with David Singer
Send us Fan MailDave Singer is Verint’s Global Vice President, Go-To-Market Strategy. Singer is responsible for driving the GTM strategy for Verint’s Workforce Engagement solutions, and the Verint industry leading Open CCaaS Platform. The strategy is based on developing innovative messaging and offerings both partner and direct that drive customer centric differentiation and aligned value with bot
217: Mastering Communication: Techniques, Tools, and Insights with Matt - A Comprehensive Guide to Enhancing Speaking and Listening Skills with Matt Abrahams
Send us Fan MailMatt Abrahams is a leading expert in communication with decades of experience as an educator, author, podcast host and coach. As a Lecturer in Organisational Behaviour at Stanford University's Graduate School of Business, he teaches popular classes in strategic communication and effective virtual presenting. He received Stanford GSB’s Alumni Teaching Award in recognition of hi
216: Exploring Service Industry Challenges and Innovations: Insights from a Global Perspective with Michelle Pascoe
Send us Fan MailMichelle Pascoe (CSP) is an international speaker, accredited trainer, researcher, author, podcaster and experienced businesswoman. She has an undeniable passion for customer service, mystery shopping and team motivation, and is a specialist in every aspect of service operations and processes and their impact on the customer experience. In 1994, she founded one of Australia'
215: Maximizing Customer Success and Navigating the Future of Insurance: Insights from Joanna with Joanna Hagelberger
Send us Fan MailJoanna Hagelberger is currently the Vice President of Customer Success at Rhoads Online, a technology provider of compliance solutions to the insurance industry. Her entire professional career has been in the insurance industry with the last 20 years in insurtech. Joanna is passionate about the customer experience, particularly the benefit a strong account management program can br
214: Enhancing Customer Experience and Listening Skills: Insights from UserTesting and AI Trends with Lija Hogan
Send us Fan MailLija Hogan is a principal on the Experience Research Strategy team at UserTesting. When she's not helping UserTesting customers understand the wide variety of topic areas they can cover using the platform, she teaches user research methods classes at the University of Michigan - Ann Arbor. Questions • Could you share with our listeners just a little bit about your jour
213: Empowering Customer and Employee Experiences: Insights with Jason on Transforming Business Culture and Strategy with Jason S. Bradshaw
Send us Fan MailJason S. Bradshaw, at 14 years of age started his first business by 21. He had started and successfully exited 3 separate businesses. In every instance, he disrupted the marketplace and won by delivering great customer experiences. He has worked for some of the world's most recognizable brands like Target and Volkswagen, helping them transform the experience they deliver and g
212: Strategies for Achieving Exceptional Customer Retention and Service in Healthcare Technology with Maggie Peña
Send us Fan MailMaggie Peña is the Chief Experience Officer at Interlace Health (the next generation of FormFast), a 30 year old privately held healthcare IT firm that delivers scalable and cost-effective forms automation and eSignature solutions for healthcare organisations. She brings 22 years of experience in IT to her role and leads one third of Interlaces Health’s employees. With a fierce fo
211: Scaling Up Success: Insights and Strategies for Business Growth with Herb Cogliano
Send us Fan MailHerb Cogliano leads his own advisory practice leveraging the Scaling of Performance Platform, described in Verne Harnish’s award-winning book, Mastering the Rockefeller Habits-Scaling Up. As a Business Coach, experience CEO Scaling Up Practitioner, and Professor of the Scaling Up Masters Business Course, he has learned first-hand what it takes to overcome many business challenges.
210: Integrating Hospitality Principles into Healthcare with Peter C. Yesawich Part II
Send us Fan Mail Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC - a marketing consultancy serving hospitality and the healthcare industry clients - and Vice Chairman Emeritus of MMGY Global, one of the country's leading marketing communications companies renowned for its strategic thinking, breakthrough creativity, and innovation in marketing practice. Yesawich has cont
209: Integrating Hospitality Principles into Healthcare with Peter C. Yesawich
Send us Fan Mail Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC - a marketing consultancy serving hospitality and the healthcare industry clients - and Vice Chairman Emeritus of MMGY Global, one of the country's leading marketing communications companies renowned for its strategic thinking, breakthrough creativity, and innovation in marketing practice. Yesawich has cont
208: Insights on Customer Centricity and Key Performance Indicators with Michelle MacCarthy
Send us Fan MailMichelle MacCarthy is Global Vice President of Customer Experience at Unit4. In her role, Michelle leads a talented team of professionals, is responsible for ensuring the maximum adoption of and customer satisfaction with Unit4’s offerings and is accountable for leading the transformation of Unit4’s customer experience strategy that enables the customer success evolution. Michelle
207: Unearthing the Universals in Leadership with Adam Bryant
Send us Fan MailAdam Bryant is a Senior Managing Director and Partner at the ExCo Group, where he works with hundreds of senior leaders and high-potential executives. As the creator and former author of the iconic “Corner Office” column in The New York Times, Bryant has mastered the art of distilling real-world lessons from his hundreds of interviews and turning them into practical tools, presenta
206: Customer-Centric Evolution: Marrying Marketing with Seamless Service with CJ Stratte
Send us Fan MailCJ Stratte is a highly accomplished female entrepreneur, currently serving as a CEO and President of On The Move Trucks, a successful turn-key truck rental company catering to self-storage and real estate professionals. With substantial experience in the industry, CJ has been instrumental in driving the company's growth and expansion over the years. As a sought-after speaker
205: Empathetic Marketing: The Power of Radical Vulnerability, Empathy, and Transparency with Kat Kennan
Send us Fan Mail Kat Kennan is the founder and CEO of Radical Customer Experience™️, a ground-breaking consulting firm that encourages brands to establish genuine connections with their customers by embracing strengths-based, trauma-informed, and inclusive marketing services. With a passion for empowering individuals and driving positive change, her mission is to help brands speak up, speak out,
204: Harnessing Personal Energy: The Power Barometer in Work and Life with Josefine Campbell
Send us Fan MailJosefine Campbell is a founder of Campbell Company, a top leadership consulting firm for multinational companies. Campbell inspires and coaches leaders, teams, and talents in large organisations such as McDonald's, Deloitte, Maersk, Novo Nordisk, and Carlsberg Group. Her approach combines the practical and the pragmatic. A four-time jiu-jitsu champion, she is particularly inte
203: From Food Runner to eCommerce Tycoon: The Anatoliy Journey of Perseverance, Purpose, and Scaling Success with Anatoliy Labinskiy
Send us Fan MailAnatoliy Labinskiy is an entrepreneur, eCommerce expert, salesman, holder of 4-time Two Comma Club awards. His story is a perfect example of life when everything goes against us to become successful. In less than 5 years, he went from a simple waiter to a successful businessman and an owner of an 8 figure winner awards in the ecommerce space. Anatoliy is the founder of GSM Growth a
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