All our episodes aboutCustomer Experience

How customers feel the brand when execution holds or fails. Many guests work this domain; ICPs treat it as critical to results.

Implement AI in Customer Service Without Losing the Human Touch | Ty Givens

Ty Givens explains why AI customer service needs a sound knowledge base and clear context before automation can strengthen the human connection.

Remote Contact Center Engagement: Beating the Industry by 11 Points and Crawling with AI

Jason Mercer-Pottinger explains how remote contact centers use frontline autonomy and a measured AI approach to protect empathy and patient care.

3 Seismic Challenges Facing Contact Centers

But when flexible work became normalized, with only 11% of agents desiring full-time on-site roles, the legacy operating system began to fracture.

Must Have Customer Experience Conversations

Research shows that most behavioral instruction evaporates quickly when employees return to legacy operational environments built for past conditions.

How to Deliver Great Customer Experiences with Less Effort

T-Mobile addressed this mismatch by requiring senior leaders and directors to spend a full week working inside retail stores setting up customer accounts.

How to Create Remarkable Customer Experience Your Customers Can’t Wait to Share

He took his first marketing class and finally learned that what he had been doing for four years had names, frameworks, and structure behind it.

People Leadership: How the Employee Experience Impacts the Customer Experience

Organizations repeatedly spend capital to recruit and train skilled personnel, only to lose that capacity when legacy systems exceed human bandwidth.

9 Pieces of Career Advice Wisdom for Leaders and CX Professionals | Cheryl China

Traditional training programs operate under the assumption that providing smart people with better information automatically produces consistent execution.

Positive Influence: How to Become a Leader That Inspires Others in CX

Many books and leader guides followed including another best-seller, Cross-Functional Teams: Working with Allies, Enemies and Other Strangers.

What is Collaborative Leadership and How to Apply it in Customer Experience?

Edward points to the natural mechanics of geese flying in formation, where leadership rotates to the back when the lead goose tires so another can step up.

Why Leadership is Important in Creating Wonderful Customer Experiences | Dr. David Arrington

And they’re going to be other people who would like to do 40, 50 hours and have that security of a good job and being able to spend time with their kids.

How Playing at Work Can Help Improve the Customer Experience | Jeff Harry

Google does a 20% program where they give their staff a fifth of their time to pursue things that are curious to them, as long as it helps the business.

Character Development in CX | Jim Loehr

And then we also want to look at the heart, this, this empathy circuit that is so critical to getting it right, because it’s a connection to other people.

Customer-Centric Innovation | Dennis Geelen

Customer service provides baseline operational stability, but it operates as a lagging indicator of past performance rather than a proactive growth engine.

Filling the Creativity Gap in CX | Nir Bashan

Organizations often miss these critical signals when operational stress activates the FONE factors, forcing teams back into rigid analytical forecasts.

Moving from Execution to Excellence | Dave McKeown

This creates operational drag across every department, delaying project delivery, slowing customer escalation resolution, and inflating management costs.

Delivering Top-Tier Customer Experience for Renters | Ryan Coon

My name is on the mortgage and versus someone who’s sitting in an office and maybe they’re like five layers removed from actually engaging with the renter.

Enhancing the Customer Experience with Handwritten Notes | David Wachs

He had a typical wholesome family life with two involved parents, having an older and younger brother, David suffers from classic middle child syndrome.

Leading Great Companies and Sparking Peak Performance | Louis Carter

Relationships with their colleagues and your customers to learn more about an even better place to work visit [inaudible] dot com forward slash better.

Customer-Centric Leadership and Culture | Annette Franz

And so on the show we often talk some talk about favorite quotes that we like because at this time we definitely need inspiration, things to help us focus.

Transparency Brings Trust into the Customer Experience | Paul Pagnato

While other kids wanted a bicycle or sports equipment for their birthdays, he had his eyes and heart laser-focused on something much cooler – A MICROSCOPE.

How To Get There | JT McCormick

Winning solutions guaranteed to create motivated, productive, and loyal employees who have great work relationships with our colleagues and your customers.

Advantage is determined by customers | Steve Coughran

Evaluating customer experience strictly through income statement line items creates an illusion of profitability while damaging long-term enterprise value.

Stop Asking Customers to stitch Their experiences

And we need to understand, again sort of coming back to the word emotion, that emotional attachment that people have of how they want to interact with us.

Finding what customers want today | John Ngo

His parents realized quite quickly that unless agriculture or an associated career was what they wanted, they and their children had to leave South Dakota.

I almost left the contact center | Matt Beckwith

Matt has spent the years since then leading customer service and sales contact centers in various industries from banking to health care to pest control.

I was beat physically and mentally | Al Hopper

Al then join Citibank contact centers inbound baking team where he piloted several initiatives before moving to help start a fraud protection unit.

This is not the tent | Wade Fransson

So, move onward and upward faster by getting significantly deeper insight and understanding of your customer journey personas with emotional intelligence.

Are you firing us as a customer | Paul Cole

Paul Cole: I think again it comes down to your success will come by helping to make bring out the best in other people and helping them be successful.

Running into the same wall constantly | Annette Franz

Yet, years later, when she stepped into the corporate arena to lead customer experience departments, she found herself repeatedly running into a wall.

Career can pull you too far | Peter Haid

Frontline workers must constantly navigate complex digital tools, siloed communications, and customer emotional states, which drains their daily capacity.

Be positively relentless | Karyn Furstman

When leaders are required to own and experience a specific step in the customer journey, they encounter the actual system limitations faced by their teams.

We were dysfunctional | Gerry Barber

Each individual who becomes part of that book club will take a chapter, and the books are great book on leadership, on business or on contact centers.

I’m the man my parents wanted me to marry | Carol Borghesi

Carol Borghesi lived this reality while running massive customer operations across three continents for over fifty thousand employees.

You got to trust in this | Dee Kohler

Power & Associates award-winning operations professional with experience applying contact center best practice principles across multiple industries.