Shows
Business Mic214: Kevin Wilkins - Turning Vision into Sustainable ImpactKevin Wilkins, Founder & CEO of Trepwise, shares how purpose-driven organizations can achieve sustainable impact through strategic planning, systems thinking, and organizational effectiveness. With a background at Procter & Gamble and in financial services, Kevin recounted how his experiences in post-Katrina New Orleans inspired his shift toward supporting nonprofits, foundations, and mission-driven organizations. His work centers on helping leaders move beyond passion alone to build structures that enable long-term effectiveness. A key message Kevin emphasized is that vision without a plan is simply hope — and hope is not a strategy. Too often, organizations lean heavily on mission statements without pu...
2025-08-2021 minBusiness Mic213: Jimi Gibson - Why Your Brand Voice Matters More Than EverJimi Gibson is the Vice President of Brand Communication for Thrive Agency, a full-service digital marketing firm that has spent over 15 years helping businesses—from small local shops to large multi-location enterprises—navigate the fast-changing online landscape. In this episode of the Business Mic Podcast, he shares insights on adapting to the rise of AI in marketing, the importance of authentic brand voices, and how personal branding can drive meaningful business growth. While AI tools like ChatGPT and voice cloning are becoming more prevalent, Jimi warns against over-reliance on automated content. He explains that generic, AI-generated messaging ofte...
2025-08-1518 minBusiness Mic212: Christian LeFer - From Vision to IRS Approval: Making Nonprofits Happen FasterChristian LeFer is the CEO and founder of Instant Nonprofit, a company that streamlines the often complex and frustrating process of starting and sustaining a nonprofit organization. Drawing inspiration from his personal connection to the Special Olympics through his developmentally disabled sister, Christian became determined to remove the bureaucratic hurdles that prevent well-intentioned people from making a positive impact in their communities. Instant Nonprofit helps individuals go from idea to fully incorporated, IRS-approved nonprofit with minimal work on their part. The company addresses three major challenges faced by founders: completing intricate paperwork, understanding the unique operational needs...
2025-08-1321 minBusiness Mic211: Kira Shishkin - Redesigning the News Business for a Distracted WorldKira Shishkin is the CEO and founder of Informed, a startup delivering concise, ad-free, and credible news summaries via SMS. In this episode of the Business Mic Podcast, he shares how a frustrating experience during an earthquake in San Francisco, where he struggled to find reliable information without hitting paywalls or popups, inspired him to create a smarter, simpler way to stay informed. With Informed, users receive a single SMS each weekday, summarizing the most important global news in just a few clear, unbiased sentences. The service is intentionally minimalist—no apps, no login, no tracking—respecting user...
2025-08-0525 minBusiness Mic210: Cary Prejean - Breaking the Bottleneck: A Strategic Blueprint for Sustainable Business GrowthCary Prejean, founder of Strategic Business Advisors and a seasoned business strategist, joined The Business Mic to discuss how entrepreneurs can shift from simply running a business to intentionally designing one that supports their long-term goals, financial health, and personal satisfaction. Drawing from decades of experience in accounting, financial systems, and business coaching, Cary walks us through what it really means to "manage by the numbers" and why most business owners are flying blind. He explains how using weekly dashboards, actionable financial data, and strategic planning helps business leaders get out of reactive mode and make data-informed decisions in...
2025-06-2526 minBusiness Mic209: Ken Rapp - Transforming Post-Sale Product Experience into Brand LoyaltyKen Rapp, CEO and co-founder of Blustream Corporation, discusses the untapped potential in the post-sale product experience and how businesses can dramatically improve customer retention, satisfaction, and lifetime value through personalized, data-driven engagement. Blustream's core innovation is its Product Experience AI Engine — a platform designed to bridge the gap between product unboxing and long-term customer delight. While most brands focus on acquisition and pre-sale engagement, Ken explains that the real opportunity lies in what happens after the product reaches the customer's doorstep. That's where Blustream comes in: creating automated, personalized dialogues that guide customers through onboarding, usage, ca...
2025-06-2024 minBusiness Mic208: Filip Sardi - Designing Post-Purchase Experiences that Win LoyaltyFilip Sardi, founder of the Client Flow Movement, joined The Business Mic to explore a critical yet often overlooked part of the customer journey, what happens after the sale. Having built a career as a successful launch strategist, Filip shifted his focus from front-end sales to client retention, driven by a deep belief that "when your clients win, your business wins." Filip's approach is centered on rethinking the second half of the customer experience, the delivery, implementation, and post-program engagement that determine whether a customer becomes an advocate or walks away. His proprietary framework focuses on four...
2025-06-1822 minBusiness Mic207: James Warren - From Data to Meaning: Building Empathy into Customer ExperienceJames Warren, Founder and CEO of Share More Stories discusses how his company is redefining how organizations understand customer and employee experiences through storytelling and AI. At the heart of this innovation is SEEQ — a research platform that stands for Stories to Engage, Explore, and Question. SEEQ helps businesses move beyond surface-level data to uncover the deeper emotional drivers behind human behavior. While most traditional tools tell you what happened, SEEQ focuses on understanding why it happened. By inviting customers and employees to share written stories about their experiences, SEEQ captures nuanced, emotional insights and transforms them in...
2025-05-1526 minBusiness Mic206: Jennifer Q. Williams - Delivering Satisfaction: The Customer-First Journey of Saint Louis Closet Co.Jennifer Q. Williams, founder and owner of Saint Louis Closet Co., joined The Business Mic podcast to share her entrepreneurial journey and the philosophy behind her thriving custom closet business. Starting the company in her twenties after leaving graduate school, Jennifer transformed a natural passion for organization into a business that helps people simplify and elevate their everyday lives. Based in St. Louis, Missouri, her company designs, manufactures, and installs fully customized storage solutions for homes and businesses. In the interview, Jennifer spoke about the power of organized living and how it contributes to reduced stress, greater...
2025-05-0125 minBusiness Mic205: Eli Portnoy - Why Listening to Customers Is a Superpower for Business GrowthIn this episode, Eli Portnoy, founder and CEO of Back Engine, joins us to share his entrepreneurial journey and deep passion for customer experience. Eli discusses how Back Engine is revolutionizing the way B2B companies listen to their customers through high-velocity, AI-powered feedback loops. He explains the painful gap he experienced in staying connected with customers as his previous ventures scaled, and how that personal struggle inspired him to build Back Engine. Eli also shares insights from a benchmark study on customer feedback ownership, highlights the common traps companies fall into, and emphasizes the critical role...
2025-04-2625 minBusiness Mic204: Dan Abel Jr - Crafting a Timeless Chocolate Brand Through Customer MomentsIn this episode, Dan Abel Jr., Chief Chocolate Officer at Bissinger's Handcrafted Chocolatier, shares insights into running a family-owned chocolate company with a rich 350-year heritage. He discusses the seasonal peak during Easter, how the team collaboratively creates new products, and how Bissinger's blends tradition with innovation. The company has embraced both e-commerce and a renewed focus on retail, including partnerships with major chains like Barnes & Noble and World Market. Dan emphasizes the importance of customer experience, hands-on service, and maintaining quality that meets century-old standards. He shares how customer feedback guides product decisions and how their...
2025-04-2421 minBusiness Mic203: Palesa Nhlapo - Leading with Empathy: Redefining Customer GrowthIn this episode, Palesa Nhlapo, Head of Customer Growth for the Personal Segment at FNB South Africa, explores how real impact in customer experience begins with human understanding. She shares how her team focuses on identifying and responding to pivotal life moments, such as job losses or the passing of a loved one, not merely with products but with compassion and timing that matter. Rather than treating customers as data points, Palesa believes in meeting them where they are and designing solutions that speak to both their needs and emotions. She discusses the importance of empowering frontline...
2025-04-0721 minBusiness Mic202: Marcelo Calbucci - Leveraging the PR FAQ Framework for Customer Experience ExcellenceIn this episode, tech and product leader Marcelo Calbucci introduces the PR FAQ framework, a strategic innovation tool developed by Amazon to refine ideas and align teams before execution. The framework—short for "Press Release and Frequently Asked Questions"—encourages organizations to work backward from a vision of success by drafting a press release that outlines the future impact of a product or service, followed by a detailed FAQ section that addresses potential questions. Marcelo emphasizes its value in helping teams deeply understand customer needs, set clear goals, and ensure that ideas are worth pursuing. Marcelo highlights the...
2025-04-0714 minBusiness Mic201: Stefan Osthaus - Advancing Customer Experience: Certifications, Standards, and Best PracticesStefan Osthaus is the President of the Customer Institute, a global volunteer organization dedicated to advancing excellence in customer and employee experience management. In this episode, he explains how the Institute certifies tools, methodologies, and organizations to ensure industry best practices. He highlights their new Certified Customer Centricity Expert (CCCX) program, which offers a lifetime certification model designed to be more accessible and relevant for CX professionals worldwide. Stefan also discusses how the Customer Institute supports consultants and businesses through standardized assessment methods, training certifications, and a thriving global community. He emphasizes the importance of practical, cost-effective...
2025-02-1228 minBusiness Mic200: Borja Cuan - Mastering Customer Experience in Digital MarketingBorja Cuan is the co-founder of Four15 Digital, a growth marketing agency with offices in California and Mexico. In this episode, he discusses how his agency helps businesses scale through platforms like Google Ads, Microsoft Bing, Meta, TikTok, and LinkedIn. Borja highlights the role of AI in digital marketing, explaining that while it enhances content creation and creative design, human oversight remains essential. Rather than replacing marketers, AI serves as a tool to optimize workflows and improve campaign performance. Borja shares how Four15 Digital differentiates itself in the highly competitive digital marketing industry. Instead of relying on...
2025-01-2925 minBusiness Mic199: Justine Morgan - Building Authentic Customer Experiences and Powerful BrandsIn this episode, we dive into the world of customer experience and brand strategy with Justine Morgan, Founder and Director of CX Ignite. Justine shares her journey from starting a data analytics company to becoming a marketing strategist and fractional CMO, helping organizations align their brand, customer experience, and business goals. Discover her unique approach to closing perception gaps, crafting authentic marketing strategies, and empowering employees to embody brand values. Learn about the importance of speaking to your customers, aligning marketing with business objectives, and delivering a consistent, authentic experience across all touchpoints.
2024-12-1525 minBusiness Mic198: Dr. Emmanuel Manyonganise - The Hyper-Personalization CX EvolutionIn this episode, we welcome back Dr. Emmanuel Manyonganise, Customer Experience Strategy Advisor at Bank Albilad, who dives deep into the concept of hyper-personalization, explaining how it revolutionizes customer interactions beyond traditional personalization by leveraging real-time data, individual context, and advanced technology. He shares insightful frameworks, practical examples, and the crucial role of AI, machine learning, and data culture in delivering exceptional customer experiences. The conversation also explores the synergy between human touch and AI, and the potential for hyper-personalization to enhance customer satisfaction at scale.
2024-12-1028 minBusiness Mic197: Vance Morris - Creating Unforgettable Customer Experiences the Disney WayVance Morris, a former Walt Disney World leader turned entrepreneur and consultant shares insights on how he leveraged Disney's legendary customer experience strategies to build a thriving carpet cleaning business and now helps businesses create unforgettable customer experiences while commanding premium pricing. From the power of systems and scripts to crafting unique moments that delight customers, Vance reveals practical tips and transformative strategies that any business can implement. For more on Vance and his work, visit www.vancemorris.com
2024-11-2820 minBusiness Mic196: Dr. Emmanuel Manyonganise - The importance of a well-defined Customer Experience strategyIn this episode, I sat down with Dr. Emmanuel Manyonganise, Customer Experience Strategy Advisor at Bank Albilad, to uncover how crafting the right customer experience (CX) strategy can transform your business. Dr. Manyonganise explains how aligning your CX strategy with your overall business goals is the key to driving real results. He also shares practical tips on how personalizing your approach and understanding your customers through segmentation can help you connect with them in a way that truly resonates, boosting loyalty and growth.
2024-10-0426 minBusiness Mic195: Richard Ssebaggala - How leadership impacts customer experienceRichard Ssebaggala is a renowned Organization and Leadership Development consultant with a deep passion for Customer Experience. Richard shares his expertise on the often overlooked but critical connection between leadership quality and customer satisfaction. We explore how poor leadership practices can detrimentally impact the customer experience, leading to dissatisfied clients and a tarnished reputation. Richard provides valuable insights and practical advice for leaders looking to enhance their customer service strategies and foster a culture of excellence.
2024-06-1733 minBusiness Mic194: Wale Akinyemi - Creating Unforgettable Customer ExperiencesDr. Wale Akinyemi, an esteemed Organizational Culture Expert and the Chief Transformational Officer of PowerTalks Culture Experts, offers profound insights in this episode. He delves into the significance of fostering a customer-centric organization, emphasizing the necessity of an all-encompassing customer experience ecosystem that extends beyond merely customer-facing staff. Furthermore, Dr. Akinyemi elaborates on the transformative power of crafting exceptional customer experiences by creating memorable interactions at every touchpoint throughout the customer journey. https://www.businessmic.com/wale-adinyemi
2024-06-0529 minBusiness Mic193: Andreea Coca - Using Data-driven Insights to Navigate the CX LandscapeAndreea is the Customer Experience & Quality Manager at Pluxee. In this episode, she shares valuable insights into the power of data-driven strategies in navigating the complex CX landscape. During our discussion, we explore various aspects, from comprehending customer preferences to refining service delivery, highlighting the utilization of data insights to elevate the customer experience holistically. https://www.businessmic.com/andreea-coca
2024-04-0420 minBusiness Mic192: Claire Boscq - Enhancing Customer Experience Through Workplace Feng ShuiClaire Boscq is a keynote speaker and creator of the BizShui™ Method. In this episode, Claire shares invaluable insights on breaking into the world of keynote speaking and finding your niche topic. She also highlights how the BizShui™ Method can revolutionize businesses, offering unparalleled customer experiences by blending Feng Shui principles with modern needs. https://www.businessmic.com/claire-boscq
2024-03-2624 minBusiness Mic191: Federico Cesconi - Strategies for Effective Customer Experience ManagementFederico Cesconi is the co-founder of Sandsiv, a software-as-a-service solution, powered by Artificial Intelligence (AI), to help companies around the world to properly measure Customer Experience (CX) and actively manage Customer Journey (CJ). In this episode, Federico shares his expertise and insights into the profound impact of Customer Experience Management on fostering sustainable business growth. From leveraging AI to understanding the intricacies of CX, this conversation explores the key strategies and approaches that drive businesses toward excellence in customer satisfaction and long-term success. https://www.businessmic.com/federico-cesconi
2024-02-0622 minBusiness Mic190: Gregorio Uglioni - Unveiling 2023's Trends and Transformations in CX InsightsGregorio Uglioni is the Head of Business Transformation at Kantonsspital Winterthur, a seasoned leader in driving impactful business and digital transformations. With a solid track record in delivering measurable results, Gregorio brings a wealth of expertise in business strategy, digital transformation, customer experience, and leadership to the forefront. As the host of The CX Goalkeeper Podcast, Gregorio dives into the realm of CX (Customer Experience) as we explore the pulse of 2023's Trends and Transformations. Join us as we unravel insights, trends, and transformative shifts reshaping the landscape of customer experience in our dynamic discussion. https://www.businessmic.com/gregorio-uglioni
2023-12-2122 minBusiness Mic189: Qaalfa Dibeehi - Sustainability and Customer ExperienceQaalfa Dibeehi serves as the Managing Partner at Human2outcome (H2O), a firm specializing in behavioral transformation through corporate education, training, and executive coaching. His leadership extends from his previous role as the Dean of the Customer Experience Leadership Institute, overseeing cultural change at Majid Al Futtaim, a global conglomerate spanning retail, hotels, property, luxury, and entertainment sectors. With a substantial background in guiding customer experience consulting initiatives across North America, Asia, Europe, the Middle East, and Africa, Qaalfa is deeply committed to fostering leadership transformation. In this episode, Qaalfa intricately explores the methods to sustain...
2023-12-0730 minBusiness Mic188: Shorouk Ali - Enhancing CX through Customer Insights MasteryShorouk Ali is a dedicated researcher and seasoned CX professional boasting over a decade of expertise across diverse industries such as Banking, F&B, Real Estate, Consulting, and Healthcare. In this episode, she delves into the crucial role of customer insights and their impact on enhancing the customer experience. Gain valuable insights on leveraging this knowledge to elevate organizational strategies for superior customer satisfaction. https://www.businessmic.com/shorouk-ali
2023-12-0428 minBusiness Mic187: Micheu Njiru - Key principles for developing a customer-centric cultureMicheu Njiru is the Director of Customer Excellence at KCB Bank Group. With a wealth of experience, Micheu is a dedicated advocate for fostering unparalleled customer experiences within business landscapes. He shares invaluable insights, drawing from his expertise in strategically implementing technology and cultivating a culture of excellence. During our conversation, Micheu unpacks the fundamental principles crucial to fostering a customer-centric culture, offering actionable tips that resonate across industries. Tune in to discover key strategies essential for nurturing a culture centered around exceptional customer experiences. https://www.businessmic.com/micheu-njiru
2023-11-2422 minBusiness Mic186: Ilenia Vidili - Unveiling the Path to Customer-Centric TransformationIlenia Vidili, is a dedicated customer-centricity advisor, renowned keynote speaker, and the author behind "Journey to Centricity." Drawing from a rich tapestry of experience spanning over a decade across business-to-consumer and business-to-business companies, Ilenia identified a significant disconnect between organizations and their stakeholders. Recognizing the wide gap, she embarked on a mission to bridge it. Today, Ilenia guides businesses towards closing these chasms by introducing innovative thinking, dismantling inefficient processes, shifting from product-centric mindsets to prioritizing people, and honing in on enhancing customer focus. Join us for an engaging conversation as Ilenia shares actionable tips and strategies...
2023-11-1626 minBusiness Mic185: Waleed AlHamdan - Building an Organization Around Customer Needs In this episode, we delve into the realm of customer-centricity with Waleed AlHamdan, a seasoned CX professional whose career spans pivotal roles in both local and international organizations. From Vice President and Director to Board member and Strategy consultant, Waleed's expertise shines through various senior management positions and co-founding businesses. His experience as a principal business development expert adds depth to his insights. As an active member of the CXPA Saudi Chapter, Waleed collaborates with industry experts, ensuring he remains at the forefront of the latest trends and best practices in the field...
2023-11-1626 minBusiness Mic184: Andrew Tsuro - How to influence an audience through effective communicationAndrew Tsuro is a thrice distinguished Toastmaster (DTM) and TEDx coach, who brings a wealth of experience and expertise to the table. In this episode, Andrew unpacks the art of structuring a speech or presentation that not only engages the audience but also compels them to take action. Andrew's insights reveal the power of effective communication in leadership roles. He discusses the strategies and techniques that leaders can employ to convey their messages with clarity, persuasiveness, and impact. https://www.businessmic.com/andrew-tsuro
2023-10-2031 minBusiness Mic183: Dr. Lucy Kiruthu - The role of every individual in delivering an exceptional experienceDr. Lucy Kiruthu is a CX thought leader with a PhD in Strategic Management. As a lead consultant at Evolve CX, she has led over 110 CX projects and trained over 12,000 staff. She is a founding member of ICX-Kenya and a consultant with Stanford Seed Business Transformation program. In this episode, we discuss the important role that every individual within an organisation plays when delivering exceptional service to customers. https://www.businessmic.com/dr-lucy-kiruthu/
2023-10-1922 minBusiness Mic182: Pauline Kariuki - Fostering a customer centric culture through employee engagementPauline is an accomplished Customer Experience Professional, Trainer, Consultant, and Coach with over 15 years of corporate experience in financial services, management consulting, and humanitarian services. In this episode we discuss the various ways in which businesses can foster a customer-centric culture through employee engagement, aiming to create an environment where team members prioritize customer satisfaction and deliver exceptional service. https://www.businessmic.com/pauline-kariuki/
2023-09-2129 minBusiness Mic181: Jill Raff - EX2CX the secret formula to Business SuccessJill is a globally recognized expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who teaches companies how to Transform Transactions into Interactions™ through her methodology connecting the employee experience (EX) to the customer experience (CX) – EX2CX®. In this episode, we discuss the relationship between Employee Experience and Customer Experience, and why putting employees first is crucial for the success of any business. https://www.businessmic.com/jill-raff/
2023-09-1824 minBusiness Mic180: Nicolas Callegari - Measuring Customer Experience the right wayNicolas is an award-winning Accredited Customer Experience Master (ACXM) and Research Professional with a 21-year track record that spans several years of experience in IT, Financial Services, Healthcare, Consumer Electronics, Hospitality, Entertainment, Video on Demand, and Pay-TV. In this episode we discuss the state of Customer Experience now and in the future, the challenge of relying too much on CX matrices, and the best way to present Customer Experience ROI to a board. https://www.businessmic.com/nicolas-callegari/
2023-09-1434 minBusiness Mic179: Evas Bazirakakye Kizza - Why Customer Experience is every Employee's jobEvas is the Customer Experience and Relationship Manager of UMEME Ltd. She is on a mission to create positive customer experiences and build authentic client/stakeholder work relationships. Businesses frequently make the mistake of centralizing all customer service obligations in a single department. In reality, the entire organisation contributes to the customer experience. In this episode, we discuss the importance of sensitizing all staff about Customer Experience and how it impacts the business bottom line. https://www.businessmic.com/evas-bazirakakye-kizza/
2023-09-1224 minBusiness Mic178: Michael Brandt - Why are Customer Surveys dying?Michael is a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years of experience implementing CX programs in global multicultural organizations. He is also a Founder Member and Ambassador for the DACH region for the European Customer Experience Organization (ECXO) In this episode, we talked about why customers don't fill out surveys anymore, the dangers of over-relying on NPS, and complementary metrics to measure customer experiences. https://www.businessmic.com/michael-brandt/
2023-09-0820 minBusiness Mic177: Chantel Botha - Using Journey Maps to deliver better Customer ExperienceChantel Botha is the author of "The Customer Journey Mapping Field Guide" and the founder of BrandLove. She helps business leaders to empower their teams to live their brand proudly. Chantel is passionate about closing the gap between what a brand promises and delivers in reality. In this episode, we discuss the fundamentals of a Journey Map and how best to apply it when trying to deliver a great Customer Experience. https://www.businessmic.com/chantel-botha/
2023-08-1825 minBusiness Mic176: Rosebella Abok & Anne Nyachomba Mwangi - The Transformative Value of Employee ExperienceRosebella Abok is the Global Head of Customer Experience for ENGIE Energy Access (Africa). Anne Nyachomba Mwangi is the Head of customer for Nexleaf Analytics. When Customer Experience (CX) and Employee Experience (EX) are managed appropriately, they can provide long-term benefits to an organization. According to studies, 85% of businesses found that increased EX and higher employee engagement led to better CX, higher customer satisfaction, and higher revenues. In this episode, we discuss the benefits of improving Employee Experience as a way to enhance the overall Customer Experience. https://www.businessmic.com/rosebella-abok-anne-nyachomba-mwangi/
2023-08-0335 minBusiness Mic175: Adwoa Asare - Asamoah - Increasing Profitability through Customer Experience Management FrameworksAdwoa Asare – Asamoah is the Lead Consultant for CX Hatchery and Associates Limited, which offers CX advisory services and implementation of Customer Experience Maturity Assessment, Strategy, and Business Process/User Experience Design and Re-engineering. In this episode, Adwoa Asare provides insight on how businesses can leverage Customer Experience to increase their profits by implementing frameworks that maximize value for both employees and customers. https://www.businessmic.com/adwoa-asare-asamoah/
2023-07-1726 minBusiness Mic174: Sonia Karamagi Kasagga - Elevating Customer Experience through Personalisation and Internal SensitizationSonia Karamagi Kasagga is the Head of Customer Experience at Stanbic Bank Uganda. With close to two decades of hands-on management experience in the banking sector, Sonia is dedicated to creating seamless and personalized solutions that exceed customer expectations. In this episode, she unpacks what it takes to build a winning customer-centric culture. https://www.businessmic.com/sonia-karamagi-kasagga/
2023-07-1031 minBusiness Mic173: Georges Essama - Improving Customer Experience in African Public SectorsGeorges Essama is the Head of Marketing, Communication and Customer Experience at CAMTEL in Cameroon, winner of CXPA's 2022 Emerging Leader Awards, and 2023 chair of CXPA Africa. During our conversation, Georges shared the state of customer experience on the African continent, and how public sector organisations in Africa can improve their customer experience. https://www.businessmic.com/georges-essama/
2023-07-0326 minBusiness Mic172: Lynn Hunsaker - The impact of business silos on Customer ExperienceLynn is the Chief Customer Officer of ClearAction Continuum. She has experience leading company-wide customer experience transformation for many years at Applied Materials and Sonoco Products where her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality. Lynn has served on the CXPA Board of Directors, and is featured in numerous lists, including Top 25 Customer Success Influencers and Top 30 Customer Service Professionals. In this episode, we discuss the impact of business silos on Customer Experience; a topic Lynn has written about on her blog here: https://clearaction.com/10-business-silos-impact-customer-experience/
2023-06-2327 minBusiness Mic171: Rebekah Kabugo Mugisha - Putting customers at the centre of business strategyRebekah is the Customer Experience Manager of the National Social Security Fund, a quasi-government agency responsible for the collection, safekeeping, responsible investment, and distribution of retirement funds from employees of the private sector in Uganda who are not covered by the Government Retirement Scheme. In this episode, we discuss the importance of putting customers at the centre of any business strategy. Rebekah is also a poet whose work can be found here: https://medium.com/@kabugo.becky https://www.businessmic.com/rebekah-kabugo-mugisha/
2023-06-1633 minBusiness Mic170: Victor Songa Musiwa - Enhancing Customer Experience through Business Process ManagementVictor is a Customer Experience Professional passionate about leveraging information systems as a tool for achieving strategic and operational excellence. He has over 10 years working experience in business-focused IT environments covering transportation and logistics, mining and financial services. Victor has served as the Head of Customer Experience for Capricon Investment Holdings, Bank Windhoek, and Multichoice Namibia. In this episode, Victor shares his views on how to transform Customer Experience using Business Process Management. https://www.businessmic.com/victor-songa-musiwa/
2023-06-0726 minBusiness Mic169: Craig Stoss - The impact of Artificial Intelligence on Customer ExperienceCraig is the Director of CX Services at Partnerhero. He has worked closely with Support, Services, Success, Development, and Marketing teams on topics like: CX Processes, Scaling Global Teams, Software Engineering, IT Service Management, and Requirements Gathering. In this episode, Craig and I discuss the impact of Artificial Intelligence on Customer Experience. https://www.businessmic.com/craig-stoss/
2023-05-0833 minBusiness Mic168: Amanda Akushie - Using Customer Experience as a strategic tool to build Brand loyaltyAmanda is a customer experience (CX) consultant and coach with over 10 years of experience in the customer service industry. Her background and experience include Customer Experience and Digital Marketing Strategy Design, Implementation, Monitoring and Evaluation and development of customized training and coaching programs. In this episode, we discuss the strides African businesses have made in implementing Customer Experience as well as the challenges faced when adopting a customer-centric culture. https://www.businessmic.com/amanda-akushie/
2023-04-2725 minBusiness Mic167: Rob Dwyer - Enhancing Customer Experience through Contact CentersRob leads client engagement at Customer Direct and Happitu, a software division of Customer Direct. In this episode, we discuss how businesses can enhance their Customer Experience through Contact Centers. Rob also hosts the Next in Queue podcast, a show about people in the Contact Center and CX industries. https://www.businessmic.com/rob-dwyer/
2023-04-1131 minBusiness Mic166: Jonathan Daniels - The State of Customer Centricity in 2023Jonathan is the co-founder of CX-Brussels and the Director of CX-Centric. After over a decade of managing large IT and Organisational Transformations programmes Jonathan realised that we were missing something. He began to deliver using Agile methodologies which was a big step forward. But for various reasons, his team kept coming into work with the aim of impressing colleagues, managers and themselves. They lost our focus on the customer. For this reason he dedicates his time co-creating, training and coaching organisations and leaders, giving practical tips on becoming customer-centric.
2023-03-1032 minBusiness Mic165: Nicholas Hirya - Leveraging Customer Insights to gain a competitive advantageNicholas is the Customer Insights Manager at Movit Uganda. He has over a decade of experience in marketing, sales, and customer insights across FMCG, Consumer tech, and Startups. He is also a member of the Uganda Marketers Society where he serves as the Director - Training and Consultancy. In this episode, we discuss the role of customer insights in gaining a competitive advantage for long-term business sustainability. https://www.businessmic.com/nicholas-hirya/
2023-02-1730 minBusiness Mic164: Oluwatobi Kola-Sodipo - Improving Customer Experience in Africa through a Community of ProfessionalsOluwatobi is a Hospitality professional with experience in diverse industries. She has worked in multi-national companies, with a track record of improving customer satisfaction, resolving problems, and driving overall business productivity. She has a passion for educating and enlightening employers in all fields to exhibit such service. In today's episode, we discuss the state of Customer Experience on the African continent as well as how her initiative CX Community Africa can help business owners and professionals improve the overall state of Customer Experience on the continent. You can connect with Oluwatobi here: https...
2023-02-0126 minBusiness Mic163: Ashley Micciche - Transitioning small business owners successfully into retirementAshley is the CEO of True North Retirement Advisors, an independent financial advisory firm managing $230 million in client assets, and located just outside of Portland, Oregon. Ashley specializes in designing, building, and implementing custom-designed exit plans to help her business owner clients secure their final and most important business decision – the exit from their business.
2019-12-1531 minBusiness Mic162: Valerie Leonard - Strengthening the capacity of Nonprofit organizationsValerie is an expert in community and organizational development with a mission to strengthen the capacity of organizations to make a positive impact on the communities they serve. Valerie recently launched Nonprofit Utopia, LLC. which is a community of emerging nonprofit leaders that provides a safe environment in which members can innovate, speak candidly about the issues and concerns they face daily, and share ideas and resources.
2019-12-0136 minBusiness Mic161: Sujit Lalwani - How to build a great online presenceSujit is the Founder of Inspiration Unlimited (Global Inspirational Media). He is the author of Life Simplified! which is a simple coffee-table read solving complex problems of life for youngsters (14-28 years of age). He was awarded the Connecting The World Award at 1LifeFullyLived Conference organized in November 2015 in Sacramento, California. He was a Speaker at One Young World Conference 2012 in Pittsburgh and has been a returning Ambassador for One Young World since 8 years.
2019-11-2427 minBusiness Mic160: Kim Ades - Using Frame of Mind coaching to achieve successKim is the President and Founder of Frame of Mind Coaching™ which works with executives, entrepreneurs, leaders, business owners and other highly driven people to help them reach new levels of accomplishment and to live outstandingly successful lives. Whether for business success or personal transformation, the foundation of Frame of Mind Coaching™ is that a person's thinking has a greater impact on their outcomes than any other contributing factor.
2019-11-1021 minBusiness Mic159: Sarah Kennan - The South African Karoo agave spirit entrepreneurSarah is the founder of Leonista, the first 100% Karoo agave spirit in South Africa made the traditional way. The production process follows an age-old recipe used in Mexico to make agave spirits like Mezcal. It requires smoke and fire, hence Leonista's delicious smokey flavour, similar to that of a Mezcal. In this episode, Sarah shares her inspiration for starting the business as well as the lessons she's learned along the way.
2019-11-0322 minBusiness Mic158: Charlie Whyman - How to grow your business using LinkedInIn January 2018 Charlie launched a training and education business that helps business owners and consultants win more business and grow the value of their brand using LinkedIn and strategic networking. In this episode Charlie reveals some of the ways in which LinkedIn as a platform can grow your business and generate leads in the least expected ways.
2019-10-2729 minBusiness Mic157: Zamaswazi Mfusi - Creating African content for young children across the worldZamaswazi is the Executive Creative Director of IndiLang. IndiLang serves to bridge the gap and create a platform through which indigenous information across the African continent is shared. They see the value of African elders as a rich source of indigenous knowledge. Indilang collects, presents, stores and publishes this knowledge through their platform. In this episode, Zamaswazi and her mother share their journey and future plans for IndiLang.
2019-10-2024 minBusiness Mic156: Stephan Roussan - Why you need a brand strategyStephan is the President and Creative Director of ICVM Group; an organisation that provides consulting, creative design, web development and hosting services to a diverse array of prominent national and international firms and organizations. In this episode Stephan talks about the importance of having a brand strategy and the steps you need to take in order to implement it.
2019-10-1322 minBusiness Mic155: Zoe Dlamini-Sas - Bringing the Kingdom of eSwatini to the NetherlandsZoe is the founder of Zoe Zulu Productions. Her company offers authentic African cultural activities and complimentary spin-off themes such as Zulu Dialect coaching, regalia and dress demonstrations, cultural music and dancing workshops, ethnic African arts & crafts presentations, all of which augment our existing range of tutorials and lectures. In this episode, Zoe shares the path she took when starting her business along with the lessons she learned along the way.
2019-10-0618 minBusiness Mic154: Stacy Jones - Bringing the power of Pop Culture to your brandStacy is the CEO and founder of Hollywood Branded, a Los Angeles influencer marketing, branded content and product placement agency established in 2007, and host of the podcast Marketing Mistakes (& How To Avoid Them). Stacy has over twenty-three years of leadership experience building global entertainment branding campaigns for top Fortune 500 companies and hundreds of brands, including BlackBerry, Bumble, Canadian Club, Lacoste and Pilot Pen.
2019-09-3019 minBusiness Mic153: Thembi Bheka - Empowering women in AfricaThembi Bheka is the founder of "She Breaks Thru", and believes in helping entrepreneurs reignite their passion, gain more clarity and reconnect with their bigger purpose. Thembi is heavily involved in empowering women in Africa, as a result, she trains young women on opportunities of creating income online working as virtual assistants.
2019-09-2319 minBusiness Mic152: Amy Simpkins - How renewable energy is impacting the worldAmy is the CEO of the renewable energy startup muGrid Analytics. Her company solves problems at the edge of energy technology and economics using math and modeling, and is dedicated to creating a sustainable energy future for the planet, one project at a time. As a young, female executive in the tech world, she puts her theories about disruptive innovation and bringing your whole self to work into practice every single day. In this episode Amy shares her experience as a renewable energy expert and its impact on the energy industry in general.
2019-09-1523 minBusiness Mic151: Cindy Leah - How to become a professional photographerCindy has worked as a photographer for 6 years. In that time she has garnered an understanding on the sort of influence photographers have on society. In this episode Cindy shares the common misconceptions about photographers and the industry in general, plus what it takes to make it as a top professional.
2018-12-3118 minBusiness Mic150: Tommy Breedlove - Empowering Humans to Live Legendary LivesTommy is a Featured Keynote Speaker, Published Author and Business & Mindset Coach. He guides his clients and audiences to discover a life of significance, while building a lasting legacy. The tools he shares show them how to work in their zone of brilliance, obtain financial freedom, and live with meaning and balance.
2018-12-2420 minBusiness Mic149: Andrena Sawyer - Supporting African non-profits and small businessesAndrena is the founder of PERK Consulting, an advisory firm that is equipped to bridge the gap from concepts and ideas to solutions that enable their clients' goals become reality. Their services include nonprofit and small business registration, grant writing, marketing and fundraising support, strategic planning, and capacity building workshops for small businesses and nonprofits. In this episode, Andrena discusses in detail the basic challenges small businesses have and how she helps them.
2018-12-1719 minBusiness Mic148: Steve Wollett - The rise of Nerd culture in mainstream mediaSteve is the founder of Nerd Rage News, a vertically Integrated company that focuses on creating and distributing first class content and intellectual property across multiple platforms. Nerd Rage News is comprised of an extremely devoted group of nerds with and intense love of the written word and visual media. Their mission is to entertain and inspire all generations of Nerd Culture. In this episode, Steve discusses the rise of nerd culture in the mainstream media.
2018-12-1016 minBusiness Mic147: Sharika Punwasi - How to build a high-end kids fashion brand in AfricaSharika is the founder of My Cotton Tree, a fashion brand that creates comfortable, stylish clothing for children that allows them to move freely and fearlessly to explore a world of delightful possibilities. In this episode, Sharika shares tips on how she built her brand using strategic partnerships from highly skilled Africans from across the continent.
2018-12-0315 minBusiness Mic146: Nthabiseng Dube - HR and Payroll solutions for your businessPolish Management was formed by Nthabiseng in 2014 after identifying a gap in enterprises that independently run their own HR and Payroll functions with little understanding of regularities around the employment practices within the industries they operate in, leaving them vulnerable to high penalties and interests accumulated due to lack of knowledge. In this episode, Nthabiseng shares her journey in founding the business and lessons learned along the way.
2018-11-2618 minBusiness Mic145: Paul Moore - Real Estate investing with a purposePaul is the founder of Wellings Capital; an income and growth-focused commercial real estate investment firm centered on providing stable, yield-producing investments to our clients. Paul also co-hosts a wealth-building podcast called How to Lose Money. In this episode, Paul shares his entrepreneurial journey including how he got into debt and gave money away in order to become free from it.
2018-11-1914 minBusiness Mic144: Ntsoaki Kortjass - How to build a 100% black woman security services companyNtsoaki is the founder of Tsoabelo, a 100% black woman and youth owned security company that specialises in security guarding services, the installation of access control biometric systems and CCTV surveillance systems. In this episode, Ntsoaki talks about her journey from being a receptionist to starting her own security company that has found its own place in the market.
2018-11-1218 minBusiness Mic143: Donna Gunter - How to grow your business by publishing a bookDonna is an Amazon #1 best-selling author who helps entrepreneurs, consultants, speakers, coaches and professionals stop the client chase by leveraging their knowledge to gain authority status in their industry. Using her proven Become Business Famous signature seven-step system, she works together with her clients to build powerful personal brands and grow their businesses through speaking, publishing and publicity. In this episode, Donna discusses; The benefits of publishing a book as a local business owner and how it can position you as an authority in your industry. What type of content to publish in order to convert readers...
2018-11-0520 minBusiness Mic142: Colin Gray - How to grow your business using a podcastColin is a podcaster, a speaker and a PhD in digital education. He and his team at ThePodcastHost.com create podcasts on everything from mountain biking to space exploration. They teach how it's done in the Podcast Host Academy and provide the tools to do it with Alitu, the Podcast Maker. In this episode, Colin shares tips on how to get started with podcasting and how to leverage the medium for business marketing.
2018-10-2923 minBusiness Mic141: Jesse Bradley - Leadership lessons from soccerJesse is a former professional soccer goalkeeper (played in Zimbabwe, Africa and Aberdeen, Scotland), radio host, podcaster, author, and speaker. In this episode, Jesse discusses his soccer journey and how that experience taught him about discipline and leadership. He also highlights the benefit of sports in shaping future leaders.
2018-10-2226 minBusiness Mic140: Damon Burton - What effective Search Engine Optimization looks likeDamon is the founder of SEO National a successful search engine optimization agency. In the past decade+ in running his internet marketing agency, he has spoken at conferences, been featured on BuzzFeed, USA Weekly, and has optimized websites for INC5000 companies, NBA teams, and businesses featured on Shark Tank. In this episode, Damon discusses the most effective ways to leverage Search Engine Optimization.
2018-10-1523 minBusiness Mic139: Lisa Phillips - How to become a successful real estate investorLisa is the founder of Affordable Real Estate Investments which turns Black professionals into rental property owners, and helps them achieve financial freedom by creating: - A passive income rental portfolio - Real generational wealth - The freedom to connect to their higher calling - Empowered investors that make the world a better place In this episode, Lisa shares some amazing tips on how to successfully run a rental property business.
2018-10-0839 minBusiness Mic138: Thor Conklin - How to become an efficient entrepreneurThor is an Entrepreneur, Profitability Consultant and host of his daily podcast, Peak Performers Podcast. The first company Thor created was a global risk management consulting firm that served the private equity community. His top 15 clients had a combined revenue of $12.7 billion USD and operated in over 100 countries worldwide. His background, in risk management, served him well when he lost 1/3 of his team, in the World Trade Center attacks, on 9/11. Since that time, he has started, bought and sold several multi-million dollar businesses making him a sought after, cross-industrial resource for entrepreneurs and executives in all stages of business...
2018-10-0120 min
2018-09-2812 min2018-09-2713 min
2018-09-2611 minThe InterviewEP 05: Coffee or TeaHelp comes from an unexpected source, a great escape leads down a rabbit hole of more questions.
2018-09-2511 minBusiness Mic137: DeShuna Spencer - Celebrating the African Diaspora experience through filmDeShuna is the founder of Kweli TV, an interactive streaming platform that celebrates the African Diaspora experience, community and culture through dope, undiscovered documentaries, films, web shows, children's programming, news and more. In this episode DeShuna talks about how Kweli TV came to be, it's importance and significance to the African community, and the process they go through to make sure their subscribers get the best quality content.
2018-09-2427 minThe InterviewEP 04: A Broken PromiseA handsome fee is paid, secrets are revealed, and a promise is broken.
2018-09-2408 minThe InterviewEP 03: The Phone CallAlex, Brian and Claire are requested to update their loved ones about the progress of the interview. One of them opts to drop out.
2018-09-2308 minThe InterviewEP 02: The UnderdogClaire gets herself back into contention as Brian finds himself in an awkward situation.
2018-09-2210 minThe InterviewEP 01: A Brief IntroductionAlex, Brian and Claire meet for the first time. Dennis and Edith ask them a set of questions to determine who the best candidate for the job is.
2018-09-2108 minBusiness Mic136: Julia Carlson - How to Get Your Financial Life in ShapeJulia is the Founder of Financial Freedom Wealth Management Group, LLC. She has been practicing financial planning for more than 20 years and specializes in helping people who are either retired or close to retirement. Julia is recognized as being especially knowledgeable on topics relating to tax strategies for retirement and distribution planning. In this episode, Julia discusses the 7 steps in her book "Fit Money" giving real-life examples in an approachable style to explain how these steps help take the fear out of finances, empower listeners to act, and inspire them to pursue financial freedom.
2018-09-1724 minThe InterviewTrailerTeaser trailer for the upcoming audio drama THE INTERVIEW. Out on 21st September 2018
2018-09-1101 minBusiness Mic135: Lisle Jenneke - Salon Management made easyLisle is the co-founder of Element Applications. A South African based all-woman team. Their first app is called LILA. It was designed with an ultimate goal of seeing small business owners gain access to technology usually reserved for large corporations with massive budgets and to enable them to use that technology to grow and expand their lives to their full capacity. In this episode, Lisle shares the ups and downs of building a business by bootstrapping and all the lessons she's learned along the way.
2018-09-1027 minBusiness Mic134: Drew Barton - Your website should constantly evolve with the businessDrew is the founder and president of Southern Web, an award-winning digital agency specializing in web development and digital marketing solutions. He is also the author of "The Buyer's Guide to Websites," which was written to empower business owners who are in the process of working with a digital agency to build a website. In this episode Drew discusses the fundamental decisions every business owner needs to make before, during and after their website design. He also breaks down how search engine optimization works and the types of content you need to have on your website in order to s...
2018-09-0326 minBusiness Mic133: Don Erwin - How to boost your salesDon started his career in technology hardware, working at Arche Technologies which offered IBM PC compatible hardware. He transitioned from hardware to software and worked at Seagate, Borland, and Oracle. He is now the Head of Revenue at Mixmax, a company that offers a dynamic tool to provide powerful analytics, automation, and enhancements for your outbound communications to make you a sales pro. In this episode Don shares the different ways business owners can boost their sales, tips to avoid having your sent emails end up in the recipient's spam folder, what to consider when speaking to a potential custo...
2018-08-2724 minBusiness Mic132: Thembe Khumalo - The importance of having a good brandThembe is one of Zimbabwe's leading voices when it comes to brand-building, business growth and personal development. She is the founder and Managing Director of Brandbuilder, a brand strategy firm helping entrepreneurial leaders and SMEs achieve visibility and growth through comprehensive brand strategy, creative execution and social media content strategies. In this episode we discuss all things branding including, why your brand matters more than you think, maintaining a uniform voice on all communication platforms and the impact of social media on corporate branding.
2018-08-2028 minBusiness Mic131: Sharifah Hardie - How to make your business website more effectiveSharifah is the CEO of X ROADS TV. She is a business consultant, radio host, and influencer. With over twenty five years of business experience, Sharifah has positioned herself to be one of the top executives in entertainment and has been able to harness the power of the Internet to build successful businesses, while simultaneously reducing costs since the 90s. Her innovative style brings fresh ideas to the ever-changing landscape of business, technology, entertainment, media, marketing and advertising. In this episode Sharifah discusses the top things to look out for on your website plus the thought process that drives her...
2018-08-1312 minBusiness Mic130: Maxwell Ivey - Don't let fear get in the way of your successMax is the founder of theblindblogger.net and The Midway Marketplace, a website that helps people sell new and used amusement, concession, and confection equipment all over the world. He has written three books and is also a speaker. In this episode Max talks about how he overcame his fear and achieved his dreams of becoming a writer, blogger, podcaster, speaker among other things.
2018-08-0625 minBusiness Mic129: Gerald Jones - How to create a DOPE business planGerald is a veteran, consultant, and coach who has spent his life leading teams and empowering people. He specializes in helping business owners free themselves from self-employment and become the CEOs of DOPE businesses. He is also the host of the Buy Black Podcast which provides free marketing for black businesses, education for budding entrepreneurs, and a reliable place for consumers to find and spend money in Black-Owned Businesses. In this episode Gerald explains the (DOPE) four-piece framework your business needs to stand and grow on its own foundation.
2018-07-3022 minBusiness Mic128: Scott Royal Smith - Save millions by structuring your business the right wayScott is a real estate investor and asset protection attorney in Austin, TX. He founded Royal Legal Solutions to offer tax, business, and legal strategies to real estate investors. He has spent the past 8 years of his career diving through case law, reading the ever-changing tax code, and analyzing real estate investment so that you don't have to. In this episode we discuss the difference between copywrite, trademark and patents, plus why all of your operations should be through a completely separate shell operating company that doesn't own anything, but manages all of your affairs.
2018-07-2322 minBusiness Mic127: Dane Reis - Using Artificial Intelligence to grow your Direct Selling businessDane is the CEO & co-founder of Inplaze; a sales collaboration platform for all direct sellers and buyers created with direct selling lifestyle in mind. Its revolutionary matchmaking software super=boosts the sales of products, services, and opportunities for all independent distributors and their companies. In this episode Dane shares his inspiration for starting the company and also how Artificial Intelligence may change the landscape of so many business industries.
2018-07-1618 minBusiness Mic126: Eric Sipe - The business of brewing beerEric is the founder of Dillinger Brewing Company; a microbrewery located in Tucson, Arizona founded by University of Arizona alumni. Dillinger Brewing Company strives to make clean, consistent brews and serve them in a comfortable speakeasy-esque taproom. In this episode Eric discusses his inspiration for starting this business, the pros and cons of the industry plus vital processes needed for any entrepreneur to have a good foundation for their business.
2018-07-0912 minBusiness Mic125: Danny Eizicovits - Teaching children how to code using ToysDanny is the CTO & Head of Toy Division at Young Engineers e2, and Co-Founder of Algobrix. e2 Young Engineers develops a selection of different programs for students from pre-school through high school. Algobrix is a new way for teaching girls and boys the basic of programming using physical bricks and cool, fun robots. In this episode, Danny shares his inspiration for children's edutainment as well as the opportunities and challenges this industry has to offer.
2018-07-0214 minBusiness Mic124: Scott Ayres - Understanding Social Media through experimentationScott is the lead Content Master for the Social Media Lab at Agorapulse. In this episode, Scott talks about some social media myths that are completely false and the different experiments he has ran at Social Media Lab. We also discuss the potential of Twitch as a growing social Media option for both individuals and businesses.
2018-06-2520 min