Shows
Navigating the Customer Experience247: Cozy Conversations - Yanique on Embracing Courage in Life, Service, and Personal GrowthSend us a textIn 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 through her company, Professional Training & Occupational Services, which aims to create a more caring world. Inspired by the cartoon "Care Bears," she emphasizes that customer experience is a vital part of life and encourages listeners to view...2024-10-1508 min
Navigating the Customer Experience245: Navigating Life's Journey: Balancing Mind, Body, and Spirit for Personal and Professional Success with Rusty RueffSend us a textIn 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 discusses the core concepts from his latest book, The Faith Code, emphasizing the importance of building a life platform based on enduring values and relationships rather than transient interests. He highlights the need for balance among...2024-10-0339 min
Navigating the Customer Experience239: Navigating Burnout, Building Resilience, and Fostering Relationships for Success with Dr. Eric ReckerSend us a textDr. 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 got from where you were to where you are today. · Could you share maybe two or three overarching themes that you believe have been the core values that h...2024-08-2021 min
Navigating the Customer Experience238: Mastering Software Reliability with Daniel RubySend us a textDaniel 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 marketing department with domain specialists focused on mobile apps. Ruby also has a background in journalism and spent several years guest lecturing marketing courses at Bentley University, bringing this dyn...2024-08-1323 min
Navigating the Customer Experience237: Empathy and Innovation in Customer Success with Irina VatafuSend us a textIrina 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 continuous improvement and staying current with industry trends ensures that her approach remains innovative and impactful. One of her key strengths is creating a collaborative and supportive environment that consistently delivers exceptional experiences and fosters strong customer l...2024-08-0713 min
Navigating the Customer Experience236: Elevating Client Relationships: The Power of Thoughtfulness, Kindness, Caring and Empathy with Richard WeylmanSend us a text 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 inception until its record liquidity event. A Hall of Fame inducted Keynote Speaker, Richard has also been inducted into the Customer Experience Hall of Fame for his legendary work helping b...2024-07-3019 min
Navigating the Customer Experience235: Unveiling the Trends from Broadridge's 6th Annual CX and Communications Consumer Insight Survey with Debbie MiglawSend us a textDebbie 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 technology stakeholders to map the solution from ideation to implementation. Debbie has extensive experience in helping clients with their print-to-digital transformations. Prior to her current role, Debbie was responsible for designing and executing the product vision and strategy of...2024-07-2418 min
Navigating the Customer Experience234: Transforming Customer Experience: Joel Passen on AI, Innovation, and Leadership with Joel PassenSend us a textJoel 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 Software, a B2B SaaS company headquartered in San Francisco that was acquired by Paycor (2016). Prior to that, Joel co-founded Gravity Technologies, Inc., a company that owned and operated businesses in the talent acquisition industry, including the first recruitment processing outsourcing company fo...2024-07-0920 min
Navigating the Customer Experience233: Practical Frameworks and Future Insights for Elevating Customer Experience with Alan Williams and Dave StubberfieldSend us a textAlan 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 Performance. 2024-06-2535 min
Navigating the Customer Experience232: Embracing Technology and Human Connection in Customer Experience with Vaishali DialaniSend us a textVaishali 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 eight years of experience as a data-savvy experienced designer, research specialists, and strategic change-maker, Vaishali passionately advocates for the integration of emotions and efficiency through customer experience research, product i...2024-06-1820 min
Navigating the Customer Experience231: Data-Driven Sales Excellence: Insights from 'Data and Diagnosis-Driven Selling' with Robert ScarperiSend us a textRobert 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 today? · You wrote a book called Data and Diagnosis-Driven Sell2024-05-2124 min
Navigating the Customer Experience230: Strategies for Customer Success and Retention with Rachel StanleySend us a textRachel 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 organization that has driven best-in-industry customer satisfaction and grown Banzai’s Net Retention Rate (NRR) significantly. Rachel is passionate about building high functioning teams that consistently hit their objectives. Previously, Rachel has held roles at Amazon and ACS Technologies. Rachel lives in the...2024-05-1517 min
Navigating the Customer Experience229: Embracing Change and Mastering Entrepreneurship: Insights from Editor-in-Chief of Entrepreneur Magazine with Jason FeiferSend us a textJason 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 decades-long career in national media, which included working as an editor at Men’s Health, Fast Company, Maxim, and Boston magazine, and writing about business and technology for the Washing...2024-04-2328 min
Navigating the Customer Experience228: Decoding the 5 C’s of Effective Communication: Insights from a Relational Intelligence Expert with Steve CockramSend us a textSteve 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 2024-04-1626 min
Navigating the Customer Experience227: Exploring the Spectrum of Leadership: From Visionary Insights to Introverted Strengths with Darby VannierSend us a textDarby 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 leadership positions, and created stability during challenging organizational transitions. Darby built his career on the philosophy that developing the right people is the key to success. Learn more at www.beindispensable.com. 2024-04-0929 min
Navigating the Customer Experience226: Unlocking Success: Conversations with Barry Klein on Cultural Alignment, Recruitment, and Customer Service Delivery with Barry KleinSend us a textBarry 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. Passionate about establishing “customers” as “partners”, he focuses on long-term relationships, lifetime value and establishing raving fans. With more than 30 years of experience in customer-facing and executive roles, including Vice President of Sales Engineering for Vignette Co...2024-03-2627 min
Navigating the Customer Experience225: Passion, Persistence, and the Power of Storytelling with Cynthia KaySend us a textCynthia 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 significant time speaking to, teaching and coaching small-business owners while running her own award-winning company. She is the Past Board Chair of the National Small Business Association (NSBA). Cynthia and the company have been honoured with ma...2024-03-1922 min
Navigating the Customer Experience224: Empowering Customer Connections: Insights and Innovations in Customer Experience with Serena ChanSend us a textSerena 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 across various industries, including health tech, entertainment and social enterprises. Passionate about democratizing research, she champions the importance of prioritizing insights from customer-facing teams to drive the development of truly customer-centric p...2024-03-1221 min
Navigating the Customer Experience223: Transforming Loyalty Programmes with Innovation and Trust with Len CovelloSend us a textLen 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 Officer with Access (formerly LRG Rewards). His passion is web-based application design and development across a wide variety of business applications, particularly in user interfaces and process automation. He...2024-03-0519 min
Navigating the Customer Experience222: Embracing Fun for Business Success: The Fun First Strategy with Pete KusiakSend us a textPete 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 Strategy, Pete motivates teams, improves company culture, and drive sales and operations to new heights. When he's not busy making work lively, you can find Pete enjoying quality time with his amazing wife a...2024-02-2729 min
Navigating the Customer Experience221: Balancing Heart and Smart: The Key to Customer Retention and Growth with Ali CudbySend us a textAli 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 stories, best practices and CEO-led case studies. Her MINT Method, outlined in the book, fuels transformational customer loyalty. With 20+ years in corporate planning and strategic marketing, Ali founded Alignmint in 2014, focusing on small to mid-size companies. As a P...2024-02-2018 min
Navigating the Customer Experience220: AI and the Future of CX: Insights from The CallMiner CX Landscape Report with Eric WilliamsonSend us a text 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 products marketing from both the vendor and agency side. Before joining CallMiner, Eric was VP Brand & Digital Marketing at Acquia - an open DXP platform built around Drupal - where he led brand, creative servic...2024-02-1323 min
Navigating the Customer Experience219: Insights into Buyer Behaviour: Trust, Decision Making, and the Power of Buyer Personas with Jim KrausSend us a textJim 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 in their solution. Marketers use these insights to develop strategies and messaging that drive more leads, improve conversion rates, and help sales hit their numbers. In addition to his work at...2024-02-0626 min
Navigating the Customer Experience218: Exploring the Future of Customer Engagement: Insights on AI, Employee Augmentation, and Industry Trends with David SingerSend us a textDave 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 both customer needs and expectations. Singer joined Verint in 2002 and has held a variety of roles in Verint including Director of Solution Consultants, RVP of Solution Principles, and most recently RVP, Presales, focusing on Solution Consulting and In...2024-01-3019 min
Navigating the Customer Experience217: Mastering Communication: Techniques, Tools, and Insights with Matt - A Comprehensive Guide to Enhancing Speaking and Listening Skills with Matt AbrahamsSend us a textMatt 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 his teaching students around the world. When he isn’t teaching, Matt is a sought-after keynote speaker and communication consultant. He has helped countless presenters improve and hone their communication, including some who have delivered IPO road...2024-01-1620 min
Navigating the Customer Experience216: Exploring Service Industry Challenges and Innovations: Insights from a Global Perspective with Michelle PascoeSend us a textMichelle 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's most respected training companies, Optimum Operating Procedures and Services Pty Ltd (OOPS). Serving the hospitality industry for almost 30 years, OOPS is still a thriving provider of mystery shopping, service benchmarking, surveys and focus groups, competitor audits, team training an...2024-01-0928 min
Navigating the Customer Experience215: Maximizing Customer Success and Navigating the Future of Insurance: Insights from Joanna with Joanna HagelbergerSend us a textJoanna 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 bring to an organization and its customers. In her current role, Joanna is responsible for ensuring customers and prospects are having the best possible experience with Rhoads. Joanna received her BS and MS in Communication from F...2024-01-0320 min
Navigating the Customer Experience214: Enhancing Customer Experience and Listening Skills: Insights from UserTesting and AI Trends with Lija HoganSend us a textLija 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 journey? 2023-12-1920 min
Navigating the Customer Experience213: Empowering Customer and Employee Experiences: Insights with Jason on Transforming Business Culture and Strategy with Jason S. BradshawSend us a textJason 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 grow profits. Today he works with businesses of all sizes to super charge their growth, all still with a focus on the experience they deliver. Questions 2023-12-1221 min
Navigating the Customer Experience212: Strategies for Achieving Exceptional Customer Retention and Service in Healthcare Technology with Maggie PeñaSend us a textMaggie 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 focus on customer satisfaction and retention, Maggie created and built Interlace Health's customer support team and its customer implementation strategy, she built out the company's fully Spanish-speaking team for project implementation, and ongo...2023-12-0518 min
Navigating the Customer Experience211: Scaling Up Success: Insights and Strategies for Business Growth with Herb CoglianoSend us a textHerb 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. Herb is pursuing his passion of working with leaders of growth companies to achieve more freedom by helping them create industry leading strategies, a culture of accountability, flawless execution, along with a healthy cash flow within th...2023-11-2824 min
Navigating the Customer Experience210: Integrating Hospitality Principles into Healthcare with Peter C. Yesawich Part IISend us a text 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 contributed to the development of marketing programs for some of the industry's most popular brands, destinations and organizations including: Fairmont Hotel & Resorts, Hilton International, Disney Parks & Resorts, Universal Studios, Atlantis, The Broadmoor, Sandals Resorts, Wynn Las Vegas, Marriott Vacation Club I...2023-11-2120 min
Navigating the Customer Experience209: Integrating Hospitality Principles into Healthcare with Peter C. YesawichSend us a text 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 contributed to the development of marketing programs for some of the industry's most popular brands, destinations and organizations including: Fairmont Hotel & Resorts, Hilton International, Disney Parks & Resorts, Universal Studios, Atlantis, The Broadmoor, Sandals Resorts, Wynn Las Vegas, Marriott Vacation Club I...2023-11-1523 min
Navigating the Customer Experience208: Insights on Customer Centricity and Key Performance Indicators with Michelle MacCarthySend us a textMichelle 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 earned her B.S in Marketing from Miami University in Ohio, and her Executive MBA in Global Management from Fordham University in New York. Questions 2023-11-0820 min
Navigating the Customer Experience207: Unearthing the Universals in Leadership with Adam BryantSend us a textAdam 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, presentations and exercises to help companies deepen their leadership benches and strengthen their teams. He also works with executive leadership teams to help drive their transformation strategies based on a best...2023-10-3128 min
Navigating the Customer Experience206: Customer-Centric Evolution: Marrying Marketing with Seamless Service with CJ StratteSend us a textCJ 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 at various self-storage events, CJ has shared her extensive knowledge and expertise on topics such as business strategy, marketing and customer service, offering valuable insights to industry professionals. CJ is a true mar...2023-10-1118 min
Navigating the Customer Experience205: Empathetic Marketing: The Power of Radical Vulnerability, Empathy, and Transparency with Kat KennanSend us a text 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, and foster diversity, equity, inclusion, and belonging in their customer interactions. As a certified trauma-informed professional, Kat brings a crucial perspective to her work, infusing every aspect of her business ventures with a deep understanding of the human experi...2023-10-0320 min
Navigating the Customer Experience204: Harnessing Personal Energy: The Power Barometer in Work and Life with Josefine CampbellSend us a textJosefine 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 interested in developing personal leadership in difficult circumstances, such as is often the case in modern work life. Questions • Now Josefine, even though we read a short description about our guests, we always like to give...2023-09-2620 min
Navigating the Customer Experience203: From Food Runner to eCommerce Tycoon: The Anatoliy Journey of Perseverance, Purpose, and Scaling Success with Anatoliy LabinskiySend us a textAnatoliy 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 agency that helps ecom entrepreneurs grow to 6-7 figures in revenue. He is included in the Forbes Business Council and featured as one of the Top 10 eCommerce...2023-09-1927 min
Navigating the Customer Experience202: Unlocking Patient-Centric Care: The Transformative Power of Conversational AI in Healthcare with Leslie PagelSend us a text Leslie Pagel is the Chief Evangelist of Authenticx - a conversation analytics company dedicated to improving the way healthcare companies engage with patients. In this role, she creates awareness across the healthcare industry of more efficient and effective ways for healthcare organizations to deliver on their customer objectives. With over two decades of working with customer experience teams, Leslie helps clients actualize the voice of the patient to show how these voices prompt meaningful action. Questions 2023-09-1222 min
Navigating the Customer Experience201: Creating Authentic Customer Connections in a Digital World: The Power of Integrating Empathy and Technology with Tom MartinSend us a text Tom Martin is the CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world. Since that pivot, Glance has experienced multiple years of 70% year on year growth. Prior to joining Glance in 2013, Tom spent over a decade at Verizon building and managing strategic partnerships. Outside of the office, Tom is an avid backcountry skier...2023-08-2924 min
Navigating the Customer Experience200: Creating Employee Advocates: Nurturing Remarkable Retention in a Remote-Driven World with Joey ColemanSend us a text Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his first 100 Days® methodology for improving customer and employee retention with organizations around the world, for example, Whirlpool, Volkswagen Australia and Zappos. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, shows how to turn any sale into a lifelong customer. And his upcoming book, 2023-08-2238 min
Navigating the Customer Experience199: Optimizing E-commerce Customer Experiences: Consistency, Content, and Consumer Trends with Randy MercerSend us a textRandy Mercer is an omnichannel product content expert with over 15 years of industry experience. He leads 1WorldSync’s global product management and solution architecture teams, aligning the company's portfolio with current customer needs and emerging market trends. A frequent commentator for national and trade media outlets covering retail and e-commerce news, Randy leverages his extensive background in item and data content alignment, e-commerce application development and solution designed to guide 1WorldSync’s strategic product roadmap and vision. Questions • Now, could you share with our listeners a little bit abou...2023-08-1517 min
Navigating the Customer Experience198: Unlocking Customer Experience Excellence - The Intersection of AI and Human Touch with Peter MullenSend us a text Peter Mullen brings more than two decades of marketing leadership to his role as Interactions’ CMO. Previously, he was Senior Vice President of Marketing at Payactiv, where he led customer success marketing, lead-gen programming, customer acquisition, product marketing and more. Prior, he held prominent marketing and communications roles at VXI Global Solutions, Comcast and Netflix. Questions 2023-08-0822 min
Navigating the Customer Experience197: Unlocking the Power of AI: Revolutionizing Conversion Optimization and Personalization for Online Shopping! with Eric MelchorSend us a text Eric Melchor is a mediocre tennis player, Texas, expat living in Romania and Partnerships & Evangelists for OptiMonk. With over 600 5-star review and powering more than 30,000 brands, our mission is to empower the average online business with Amazon-like personalization superpowers. How? By giving brands the power to use AI to create better headlines, product descriptions and run A/B tests to tailor the product page and shopping experience - on autopilot. Thus, saving you hundreds of manual hours while your conversions increase in the process. Questions • Could you share...2023-08-0225 min
Navigating the Customer Experience196: Unleashing the Power of AI in Customer Support: Transforming the Future of Service Experience with Declan IvorySend us a textDeclan Ivory Intercom’s Vice President of Customer Support is an experienced senior leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations through major business transformation. Prior to sharing his operational expertise and strong leadership to support the growth of Intercom’s customer support team, over the last 10 years, Declan has held senior support leadership roles with Amazon Web Services, Tableau Software and Google Cloud. Questions 2023-07-2523 min
Navigating the Customer Experience195: Mastering Customer Experience and Building a High-Performing Marketing Team with Nathan YuengSend us a textNathan Yeung is an experienced marketing strategist with over 10 plus years of expertise in advising B2B businesses. Throughout his career, Nathan has helped numerous companies build their marketing teams from scratch, delivering successful go-to-market deployments and launching new products into the market. Nathan's diverse background brings a unique perspective to the marketing world. Trained in marketing, he has also worked in finance and management consulting, providing him with a comprehensive understanding of business operations and strategy. Nathan's ability to think outside the box has helped his clients to stand out in...2023-07-0428 min
Navigating the Customer Experience194: Personalization, Data and the Future of Customer Engagement in Banking and Financial Services with Rich EdwardsSend us a textRich Edwards is the CEO of Mindspan Systems, helping community financial institutions transform themselves with data driven strategies and technologies. Community banks and credit unions have incredibly strong connections with their local customers when they're in the branch, Rich's expertise is crafting customer experiences to strengthen these relationships outside the branches walls. After serving as a captain in the US Army, Rich went on to IBM spending over 20 years working with financial institutions on Wall Street and across the world. As the Product Management Lead overseeing the launch of the IBM W...2023-06-2830 min
Navigating the Customer Experience193: Storytelling Techniques Unleashed - Mastering the Art of an Emotional Connection with John LivesaySend us a textJohn Livesay, aka The Pitch Whisperer, is an incredible keynote speaker. His TEDx talk: “Be The Lifeguard of Your Own Life” has over 1,000,000 views and was featured in Larry King’s Show. He has an innate ability to motivate company's sales teams to turn mundane case studies into compelling case stories so they win more new business. From John's award-winning career at Conde Nast, he shares the lessons he learned. Best-selling author and creator of the online course “Revenue Rockstar Mastery.” 2023-06-2025 min
Navigating the Customer Experience192: Harnessing Technology and Empathy: Creating Exceptional Experiences in the Insurance Industry with Saira TanejaSend us a textSaira Taneja is Chief Experience Officer at Cover Whale, a leading commercial trucking insurance provider and fast-growing insurtech. Taneja brings over a decade of experience in the health insurance sector across various functional areas where she held multiple leadership roles. Her passion for innovative market offerings led her to Cover Whale. Leveraging her expertise in scaling businesses, while also achieving customer-centricity has been instrumental in the company's success. She currently oversees the Growth, Marketing and Customer Success organisations. She holds a BA in International Business from Bentley University, and an M...2023-06-1327 min
Navigating the Customer Experience191: Personalization and Emotional Connection: How AI is Shaping Customer Loyalty and Satisfaction with Zack WentheSend us a text Zack Wenthe is the Customer Data Platform Evangelists for Treasure Data. He often speaks about the marketing and customer data industry at industry events, webinars, and virtual conferences. Having spent a majority of his career in marketing and marketing consulting working with large enterprise brands like Walmart, Nationwide Insurance, FedEx, and many more, Zack now gets to tell the CDP story to help marketing teams eliminate the friction caused by silos, inefficiencies, and lack of understanding of their true customers. Zack lives with his amazing wife and two kids on the b...2023-06-0631 min
Navigating the Customer Experience190: Building Purpose-Led Brands: Creating Seamless Customer Experiences and Communicating Values with Richie JonesSend us a textRichie Jones has experienced both client side and agency life across multiple sectors. Having spent the majority of his career to date being just in front of the curve, he is now in the sweet spot having found his niche. Launching vvast has allowed Richie to blend his agency experience and brand expertise to deliver an innovative, low-capital entry to market for brands but crucially plugging them into a relentless R&D roadmap to accelerate revenue. He is passionate about the concept of creative destruction and feels genuinely privileged to have seen the...2023-05-3026 min
Navigating the Customer Experience189: Unlocking Financial Freedom: Building Wealth and Overcoming Obstacles with Jim OliverSend us a text Jim Oliver founded Create Tailwind in 1988 in Denver, Colorado. Originally, a full-service financial planning firm, Jim and his team weathered two major corrections on Wall Street and pivoted Create Tailwind’s focus to building wealth beyond Wall Street. Teaching clients to create wealth without Wall Street brokers and financial planners took off, to most people becoming their own banker was something they couldn't envision. Most people park their money in qualified plans or with a broker and hope that the money grows. Jim reminds his clients that hope is not a str...2023-05-2322 min
Navigating the Customer Experience188: Customer-Centric Innovation: Solving Problems by Thinking Outside the Box with Lisa LevySend us a text Lisa loves a good puzzle. After witnessing the confusion that ensued after new technology systems were integrated into offices in the 90s, she didn't panic, she saw an opportunity to establish effective processes that support employees and businesses grappling with evolving technology. Then a pattern emerged: internal teams kept failing to communicate with one another in the wake of change. To respond, Lisa founded Lcubed Consulting. As CEO of Lcubed, Lisa helps companies align people, processes, and technology to utilize agility as a strategic advantage and acknowledge change in a business constant. 2023-05-1629 min
Navigating the Customer Experience187: Trust Signals: Key to Customer Experience Decisions with Scott BaradellSend us a text Scott Baradell is a writer and entrepreneur who grew his PR agency Idea Grove, with business generated by its popular blog. Idea Grove is one of the top 25 tech PR agencies in the United States, a three-time Inc. 5000 company, and an inc. Best Workplaces in 2021 and 2022. In 2020, Scott started a second blog, Trust Signals, to provide news, analysis, and practical advice on what it takes to build trust with customers and the public in today's post-truth world. The blog inspired and culminates in this book. Before Idea Grove, Scott was...2023-05-0927 min
Navigating the Customer Experience186: Transforming BPOs into Profitable Value Centers with Romaine PiperSend us a textRomaine Piper is the Founder and CEO of Call Center Escape - an “Upwork” built for BPO companies. Known for his cross-dimensional approach to company growth, he has helped some of the fastest growing start-ups across Silicon Valley, the U.K, and Europe to identify and hone their top growth levers - adding millions to their bottom line. No one would’ve guessed his 6-year remote work journey in customer success, sales and growth hacking started in the Jamaican BPO industry as a customer support agent for Microsoft - which is why he...2023-05-0225 min
Navigating the Customer Experience185: The Importance of Proactive Communication and Response Time in Field Services with Brad HawkinsSend us a textBrad Hawkins has been with ServicePower:Field Service Software since 2004, where he currently serves as Senior Vice President of products and solutions, overseeing operations, development and product management. He's a long-time veteran in the world of field service technology and Brad brings more than 20 years of experience in workforce management software. Questions • Could you share a little bit about their journey, how is it that you got to wh2023-04-2527 min
Navigating the Customer Experience184: The Power of FABS Leadership: Matching the Right Leader to the Right Time with Robert JordanSend us a textRobert Jordan is the CEO of InterimExecs, which matches top executives with companies around the world. Based on research with thousands of leaders and companies, he and co-founder Olivia Wagner wrote Right Leader, Right Time: Discover Your Leadership Style for a Winning Career and Company, and they've launched the FABS Leadership Assessment, a free assessment at RightLeader.com 2023-04-1827 min
Navigating the Customer Experience183: The Future of Customer Communication with Matt SwainSend us a textMatt Swain is Head of Communications Insights & Experience at Broadridge. He is a recognized Customer Communications industry thought leader and the host of the Reimagining Communications podcast. From delivering keynotes around the world to defining best practices, hundreds of well-known companies have relied on Matt's expertise and research for their current and future omni-channel communication initiatives. As Head of Communications Insights & Experience at Broadridge, Matt brings invaluable market research and consulting expertise to clients relative to benchmarking, customer experience optimization, and digital transformation. Questions2023-04-1129 min
Navigating the Customer Experience182: The Power of Customer Loyalty: Why Existing Customers Are Our Top Priority with Tim AttingerSend us a textTim Attinger is Co-founder and President of OvationCXM, with nearly 30 years of executive management experience in financial services, financial technology and digital transformation. Prior to Co-founding OvationCXM, Tim held executive roles in digital transformation and growth with successful exits at Monitise, a global mobile money platform acquired by Fiserv and Blackhawk Network, which went public in 2013. Before this, Tim had an extensive career with Visa. He managed a $1 Billion plus global portfolio of digital businesses, led product innovation development, and was part of the executive team that took Visa Inc. public...2023-03-3130 min
Navigating the Customer Experience181: The Art of Off-Boarding: Strategies for a Fantastic Experience with Tony SternbergSend us a textTony Sternberg is the CEO and Co-Founder at ProsperStack, a platform that helps subscription businesses with automated retention. Prior to ProsperStack, Tony was president at CATS software, having joined the company as an early employee and playing key customer facing product and operations roles. With over a decade of experience in SaaS, Tony is passionate about building customer centric organizations, while applying those same sorts of philosophies to help shape the culture of the company and create an environment where people love to work. 2023-03-2123 min
Navigating the Customer Experience180: The Importance of Being Responsive with Yanique GrantSend us a text Welcome to Navigating the Customer Experience. Thank you so much for joining us today for another episode. We have been on a little hiatus, our last episode published was the latter part of December 2022. It's been a roller coaster of 2023. And I'm so happy to bring you another episode of Navigating the Customer Experience. This episode is not an episode with a guest, it's a solo episode. And I just wanted to kind of start off the year with some key reminders that I believe as a business regardless o...2023-03-0715 min
Navigating the Customer Experience179: Building that Magical Employee and Customer Journey for Success with Sarah DiegnanSend us a textSarah Diegnan is ChartHop’s VP of Customer Experience, after leading implementations at Acuity Brands, Opower and Oracle, she brings operational excellence to creating and delivering a world class customer experience for all ChartHop’s customers. She is an expert in leading a customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals, making sure customers are getting the most out of CharterHop. In addition to her SaaS experience, Sarah was a practicing structural engineer at Skidmore, Owings and Merrill, and worked for the...2022-12-2032 min
Navigating the Customer Experience178: The Power of Video in Resolving Customer Matters with Rama SreenivasanSend us a textRama Sreenivasan is a co-founder and CEO at Blitzz, a live remote video support and inspection platform. Rama has led the company through its initial inception launch and subsequent growth to several million video support minutes per month. Major customers include BMW, Sealy, FedEx, and Rogers Telecommunications. Before founding Blitzz in 2017, Rama spent several years working as a Scientist and Educator. His biggest joy comes from helping others solve their problems and he is passionate about finding effective ways to disseminate knowledge. Rama has a PhD and MS in Chemical Engineering...2022-12-1323 min
Navigating the Customer Experience177: Understanding the True Role of People and Culture to Build Successful Teams with Amanda OnoSend us a textAmanda Ono has spent her career learning to maximize a company's most valuable investment - it's people. Boasting over 20 years of international experience in organizational development, HR consulting, and change management, she has implemented successful talent and leadership initiatives in six countries across four continents. You can currently find her at Resolver, a Kroll business and worldwide leader in defining risk intelligence, making her mark as both VP Customer Experience and VP People & Culture. For most of her professional life, Amanda has been on a mission to understand what makes highly...2022-12-0628 min
Navigating the Customer Experience176: Hyper-Focused Personalization for a Fantastic Customer Experience with Andrew WolgemuthSend us a textAndrew Wolgemuth founded Wove to recreate the way couples buy engagement rings in a highly traditional and outdated industry. Andrew grew up in an entrepreneurial environment working at his parents jewellery company in Lancaster, Pennsylvania. After attending West Point and serving as a Platoon Leader in the Army’s 75th Ranger Regiment, he attended Stanford's GSB’s Ignite Entrepreneurship Programme where the idea for Wove was born. Questions Could you share with our listeners a little bit about your journey, at least your journey into entrepreneurship, how di...2022-11-2921 min
Navigating the Customer Experience175: CX Design for a Better Employee and Customer Experience with Justin ZalewskiSend us a textJustin Zalewski is the Director of Product Design and Strategy at Studio Science. He leads a team of talented product designers and works with clients to solve business problems through design. He and his team are experts in rapid prototyping and running experiments to more quickly learn from and deliver value to customers. He has led projects with clients ranging from market-leading tech companies to Fortune 500 brands. Some of his clients include Angi, Genesys, Simon, Stack Overflow, and Cummins. Questions Now, could you share wi...2022-11-2221 min
Navigating the Customer Experience174: Business and Leadership Re-Defined with Brad SugarsSend us a textBrad Sugars is internationally known as one of the most influential entrepreneurs. Brad is a best-selling author, keynote speaker and the number one business coach in the world. Over the course of his 30 year career as an entrepreneur, Brad has become the CEO of 9 plus companies and is the owner of the multimillion dollar franchise Action Coach. As a husband and father of 5, Brad is equally as passionate about his family as he is about business, that's why Brad is a strong advocate for building a business that works without you so you...2022-10-2533 min
Navigating the Customer Experience173: Using Data and Surveys to Better Understand Human Behaviour Drivers with Sanja LicinaSend us a textSanja Licina is here to discuss with us all of the wonderful things that we can help you to master your customer experience. Her goal in life is to help make people happier. Most of us spend so much of our lives working and there is still a tremendous opportunity to help people feel better connected to their companies, to their colleagues and to feel passionate to make a difference with their work. So, she's dedicated her career to helping companies create a culture that employees love to be p...2022-09-2738 min
Navigating the Customer Experience172: Developing Easy to Use Digital Solutions and Building Employee Engagement with Art HarrisonSend us a textArt Harrison is the Co-Founder and Chief Growth Officer at Daylight. He's an experienced entrepreneur and leader with over 20 years of experience developing and delivering production grade solutions. With a background in computer science and software development, Art was previously Vice President at iNTERFACEWARE and previously founded MXD Communities in 2001. Questions Could you share a little bit about your journey, how did you get to where you are today? Could you tell us a little bit about Daylight? And what Daylight does and how Daylight is he...2022-08-3026 min
Navigating the Customer Experience171: How To Tap Into Your Authentic Self – Rediscovering and Redefining YOU with Dr. Fred MossSend us a textDr. Fred Moss is a holistic Physician, Restorative Coach, Podcaster, Psychiatrist Expert, Witness at Welcome to Humanity with Dr. Fred Moss. Dr. Moss arrived on Earth on March 01, 1958 and from that very second has been earmarked to be a healer. The family he was born into, was in chaos, and in many ways was counting on his arrival to bring health and wellness back into balance. Little Freddy had his hands full and over the next 6 decades, he has made it his business to bring healing to the world around him, not only...2022-08-1034 min
Navigating the Customer Experience170: A True Guide to Navigating and Being Successful as a Real Estate Agent with Laura StewartSend us a textLaura Stewart is the Vice President of Canada's Top Real Estate firm, REC Canada. Having spent the last 8 years helping over 1,200 investors build out their real estate portfolios, Laura has turned her attention to helping other Real Estate Agents achieve top tier success through content creation. Now the owner and operator of From the Ground up Media (FTGU). Her company helps realtors produce, edit, and post content on social media with the objective of helping them build a community to do more deals. Questions We always li...2022-07-2628 min
Navigating the Customer Experience169: Navigating and Developing a Winning Communications Strategy with Matt SwainSend us a text Matt Swain is a recognized Customer Communications Industry Thought Leader. From delivering keynotes around the world to defining best practices, hundreds of well-known companies have relied on Matt’s expertise and research for their current and future omni-channel communication initiatives. As Managing Director and Practice Lead for a Broadridge Communications Consulting, Matt brings in valuable market research and consulting expertise to clients relative to benchmarking, as well as for communication strategy, design and execution across print and digital channels. Prior to joining Broadridge, Matt spent more...2022-06-1429 min
Navigating the Customer Experience168: Understanding the Importance of the User Experience with Andrew OuSend us a textAndrew Ou is an award-winning UX strategist, designer and author based in Vancouver, BC. He helps SaaS companies increase their revenue and profitability by reducing cost of support and while building a better customer experience. His past clients include HSBC, Rosetta Stone, and Asurion. Questions Can you share in your owns words, a little bit about your journey, how did you get to where you are today? Now, customer experience, SaaS products, support services, can you share with us maybe some trends that you see emerging or...2022-05-3119 min
Navigating the Customer Experience167: Blockchain Adoption and It’s Impact on Customer Experience with Jason Ten-PowSend us a textWe have a return guest Jason Ten-Pow. Jason was on our podcast last year September and he has returned. Jason is the son of immigrants, moved to Canada with his family when he was seven years old. His passion for customer experience was sparked as a teenager while working behind the meat counter of a carnival-themed grocery store in Toronto, Ontario. From there, Ten-Pow co-ran a niche computer technology company, Visionary Enterprises, that built and installed computers and networks. This venture taught him the basics of running a business a...2022-05-1725 min
Navigating the Customer Experience166: The Art of Listening and Gathering Product Feedback with Matt YoungSend us a textMatt Young is the CEO of UserVoice, the first (and we think best!) product feedback and research tool for software companies around the world. Matt started his professional career as a software developer, right when web browsers were released. He developed innovative solutions on the web well before SaaS and Product Management were the ubiquitous terms that they are today. Over his career, he has pushed for better ways to build software. And through all the changes in development methodologies, he has put the customer at the centre of e...2022-05-1028 min
Navigating the Customer Experience165: Forming and Building Stronger Brand Relationships through Digital with Dr. Anna HarrisonSend us a textDr. Anna Harrison is a top ranked Digital Technology Advisor, Product Expert and Author. Anna’s work has helped New Zealand's best exporting and emerging brands create strategic and measurable plans to accelerate growth in new markets. Supported by successes across Europe, Asia, and the USA, Anna's work will help you remove your reliance on luck in the future success of your brand. Questions We always like to give guest the opportunity to kind of just share a little bit about their journey in their own word...2022-05-0334 min
Navigating the Customer Experience164: Delivering Quality Service through Mobile Applications with Eric VermillionSend us a text Eric Vermillion is the CEO of Helpshift, a San Francisco based company that develops mobile customer support software that helps companies provide better customer support in mobile apps. Before Helpshift, Eric was instrumental in advancing BlueCat to one of Canada's most notable software exits, and also helped grow revenue at NICE Systems to over $1 Billion. He has also held sales and leadership roles at PTC, Tecnomatix and Triad Systems Corporation. Eric holds a Bachelor’s degree in management from Purdue University. Questions We like to give our...2022-04-2621 min
Navigating the Customer Experience163: Ignite Your Brand with Humility, Curiosity and Passion with Ernie HarkerSend us a textErnie Harker is a creative branding mastermind. He recently published “Your Brand Sucks,” a book that reveals why most companies get branding wrong and reveals the step by step formula he has used to assist dozens of companies define a clear image and personality for their brands. One of his greatest successes was to help revitalize an old-western retail chain into a $3 billion high-energy adventure brand. He leads workshops, gives presentations, and offers an online masterclass to help organizations define and develop remarkable brands. Self-diagnosed with Hyperactive Productivity Disorder, Ernie...2022-04-1222 min
Navigating the Customer Experience162: The Ins and Outs of Scaling Your Customer Journey Mapping with Jochem van der VeerSend us a textAnyone working with customer journeys will deeply resonate with a struggle to align everyone around a shared understanding of the customer experience. As Co-Founder and CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today's increasingly virtual world. Having worked in interaction and UX design for 10+ years, Jochem is well-versed in the power of truly walking in your customer’s shoes and passionate about helping companies transform towards a customer-centric way of...2022-04-0520 min
Navigating the Customer Experience161: Navigating How AI Has Enhanced Customer Experience with Gadi ShamiaSend us a textGadi Shamia is the CEO and Co-Founder of Replicant, a conversational AI platform founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world. Prior to Replicant, Gadi helped take Talkdesk, a $10B contact centre software market leader from a seed-stage company to a Unicorn startup as its COO, and played a key role in architecting and executing its 20X growth in people and revenue. Questions Could you share with our listeners a little bi...2022-03-2924 min
Navigating the Customer Experience160: Key Growth Strategies an Organization Needs to Build Customer Success with Stuart LeoSend us a textStuart Leo is the founder and CEO of Waymaker.io – an intelligent business management platform that helps leaders build a better business in 30 days. Stuart is a global thinker in strategy, systems and leadership development. As a founder of Waymaker.io, he has led the creation of Waymaker’s Leadership Curve - a revolutionary way of building clarity, alignment and remarkable results for any organization. Questions Could you take maybe one or two minutes just to kind of share with us a little bit about your journe...2022-03-2226 min
Navigating the Customer Experience159: Understanding How to Build a Strong Response Time and Increase Your CSAT Score with Jose HerreraSend us a textJose Herrera is the CEO and co-founder of a Horatio, a Customer Experience company for today's fast-growing brands. Jose sets the strategic vision of Horatio and leads all growth, sales, and marketing efforts for the company. Prior to founding Horatio, Jose was the Vice President at Morgan Stanley, overseeing the Latin American Investment Management institutional sales group. Originally hailing from the Dominican Republic, Jose and his two co-founders, Alex Ross, and Jared Karson, were inspired to create a company that provides tech-enabled customer support for North America's biggest brands w...2022-03-1522 min
Navigating the Customer Experience158: Customer Experience Trends 2022 with Yanique GrantSend us a textWelcome to navigating the customer experience, Happy International Women's Day 2022. We have been podcasting for almost 6 years, and we are already 158 episodes in, like, Wow. Thank you so much to every one of our listeners that has ever taken the time to listen to our podcast. And we really hope that you are able to get some value out of our conversations. Today, I want to spend a little time and talk about a few customer experience trends for 2022. Let's first begin by defining what our customer experience is. The term cu...2022-03-0811 min
Navigating the Customer Experience157: Understanding How Your Brain Works to Build A Stronger You and Better Relationships with Adele SpraggonSend us a textAdele Spraggon is an award winning author, a thought leader and an international speaker and trainer. She has been awarded 2020, Woman of Inspiration Award and in 2021, she was recognized as a Top Behavioural Expert of the Year. Her book Shift: 4 Steps to Personal Empowerment has won three awards and is sweeping the globe, transforming how people are setting and achieving their goals. After decades of feeling stuck in patterns of procrastination, avoidance and quitting, all of which had her living her life below her fullest potential. Adele set out o...2022-03-0126 min
Navigating the Customer Experience156: How to Achieve and Sustain Customer Success – Formula Explained with Aaron ThompsonSend us a textAaron Thompson is a Chief Revenue Officer at SuccessCOACHING, the leading provider of Customer Success training and education. He is a connector, educator and public speaker with over 20 years experience helping companies improve retention rates, increase recurring revenue and recoup customer acquisition costs. Aaron enjoys skiing, kayaking and golfing with his family and friends. Questions Could you share with us a little bit about your journey? What customer experience is and then what customer outcomes are and maybe give us a practical example of that. Could yo...2022-01-0431 min
Navigating the Customer Experience155: How To Use the Amazon Model to Become Design Architects for Your Business with Shaahin CheyeneSend us a textDuring the Iranian Revolution of 1978, Shaahin's family had to escape to survive and ended up finally migrating to Los Angeles, California. At 15 years old Shaahin left home with nothing but the clothes on his back and created over a BILLION dollars in revenue by inventing the legendary smart drug known as Herbal Ecstacy. These childhood experiences had a major impact on his perspective of freedom, hard work and entrepreneurship. Later Shaahin went on to invent Digital Vaporization (the forerunner to today's vapes) and start a number of successful businesses with a couple of...2021-12-2931 min
Navigating the Customer Experience154: Empowering Employees to Achieve Exponential Growth with Jeff RosenblumSend us a textJeff Rosenblum is a co founder of Questus, a digital advertising agency that has worked with many of the world's most influential brands, including American Express, Apple, Capital One, Disney, The NFL, Samsung, Starbucks, Universal, Wyndham and Verizon. Jeff created a groundbreaking documentary about the advertising revolution called The Naked Brand and the book Friction which explained how passion brands are built. Jeff has lectured at some of the top universities in the world, including Yale, Cornell, Columbia, and the London Business School. He has won some of advertising’s m...2021-12-2223 min
Navigating the Customer Experience153: Building A Strong Human-Centered Emotional Connection with Employees and Customers with Ethan BeuteSend us a textEthan Beute is the Chief Evangelist at BombBomb and he is a co-author of Rehumanize Your Business and of Human-Centered Communication, his newest book. He is also the host of The Customer Experience Podcast. Ethan Beute has spent the past decade helping business professionals be more personal and human through simple video messages. Questions Could you share with our listeners, those who have not tapped into your awesomeness as yet, a little bit about your journey, how it is that you got to where you are to...2021-12-1435 min
Navigating the Customer Experience152: Loyalty Redefined! How to Enrich the Lives of Your Customers – The Unbeatable Strategy with Fred ReichheldSend us a textFred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company's Loyalty practice and the author of five books including The New York Times bestseller, The Ultimate Question 2.0. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. Fred is a frequent speaker at major business forums and his work on customer loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Businessweek and The Economist. His upcoming article to be p...2021-11-3036 min
Navigating the Customer Experience151: Stand Out from the Competition - Your Guide to Create and Deliver Remarkable Experiences with Dan GingissSend us a textDan Gingiss is an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. His 20-year professional career spanned multiple disciplines, including customer experience, marketing, social media and customer service. He held leadership positions at McDonald's, Discover and Humana. Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share, which was released in September 2021. And he's also the author of Winning at Social Customer Care: How Top Brands Create Engaging E...2021-11-2327 min
Navigating the Customer Experience150: Insights on Delivering An “Elite” Experience to Clients with Nathan FoySend us a textNathan Foy is founder and CEO of Fortis, nine-time Inc. Magazine honoree as one of America's fastest-growing companies. Fortis provides over 25,000 private, secure trips in 114 countries per year to clientele worth more than half a trillion dollars. These clients routinely ranked Fortis on Gallup surveys as the best in the industry. With offices in Greenville, South Carolina, and Hong Kong, Fortis offers ground transportation to more private jet owners than any other service in the world. Nathan's first book, What Rich Clients Want: (But Won't Tell You), translates the F...2021-11-1623 min
Navigating the Customer Experience149: Navigating How to Clearly Gain Momentum on Building the Life You Want with Becca RibbingSend us a textBecca Ribbing is the author of The Clarity Journal and has been a coach for over a decade. She's on a mission to help people break out of the cycles of uncertainty and struggle that hold them back. She helps women going back forth and with the big, seemingly endless question of what to do next so they can stop going around in circles and finally figure out what they truly want and create the clarity and momentum they crave. So many people find themselves stuck and unsure of t...2021-11-0226 min
Navigating the Customer Experience148: Building a Strong Culture Focused on Memorable Experiences with Lucas RootSend us a textLucas Root is an accomplished speaker, entrepreneur, author, business success mentor, and founder of SGIC Consulting, which works with clients to build a high-performance strategy and implement that strategy across their businesses to achieve the maximum growth potential possible. With over 19 years of success across banking, technology, investments, health and wellness, athletics, and interactive media (gaming), Lucas helps identify roadblocks to success and where his clients could be heading toward failure. He specialises in speaking to entrepreneurs and business owners on getting their strategy on track for success and m...2021-10-2629 min
Navigating the Customer Experience147: Building a Meaningful Customer Experience – Moments That Matter with Darin DawsonSend us a textDarin Dawson is the Co-Founder and President of BombBomb, a Human-Centered Communication Platform that enables users to use simple, personal video messages to leverage their best asset – themselves! Darren leads all sales, marketing, customer success and product development at BombBomb, a fast-growing, Colorado-based software company. He's on a mission to re-humanize the planet and he wants to start with your business communication. He believes that human beings have intrinsic value and that every person deserves to be seen, heard and understood. That's why he co-founded BombBomb. Qu...2021-10-1922 min
Navigating the Customer Experience146: How To Be Successful Working From Home with Michael ArnoldSend us a textMichael Arnold is the author of the book, Slacking Off: A Successful Way to Work from Home and he wrote it especially for those who are considering to work or are working from home and are seeking a work life balance. He has been a work from home entrepreneur for over 15 years and he's worked with major corporations such as Cox Automotive, Verizon Super Pages, and Major Commercial Finance companies. His journey wasn't a smooth sailing one since he is also human just like us and he made many m...2021-10-1229 min
Navigating the Customer Experience145: Understanding the Power of Delivering an Amazing Employee and Customer Experience with Jason S. BradshawSend us a textJason S. Bradshaw is a global strategic adviser to C-suite executives and start-ups, a keynote speaker on customer and employee experience, digital transformation and leading through crisis. He has led transformative change with some of the most recognizable brands like Target, Fairfax and Volkswagen. Delivering phenomenal customer-centric growth including over 200% increase in lead generation, $36 million in e-commerce sales in year one, and decades of customer and employee metrics improvements. He is a best-selling author on customer and employee experience, recipient of over 40 industry awards and vo...2021-10-0525 min
Flourish with DeloresSelf-Care Corner: Therapy – What You Need to Know about “Checking on Your Strong Friend” and the Basics of Therapy with Courage to Be Founder, Yanique GrantOn this episode, Licensed Clinical Social Worker and Courage To Be, LLC founder, Yanique (Nikki) Grant, shares what inspired her to start her private practice and what you need to know regarding the basics of getting started with therapy: • Some theory behind the stigma of therapy • Why you should consider seeing a therapist • How to tap into therapy for little to no cost, free! • How to find the right therapist for you and when to transition to a new provider • Why it’s essential that therapists and others in helping profes...2019-06-2651 min
The Transformation BlueprintYanique Grant: Revolutionizing The Customer ExperienceYanique Grant (@yaniquewagrant) is the Managing Director and founder of Professional Training and Occupational Services Inc., a customer experience training company here in Jamaica. She has worked with companies internationally to craft their customer experience to create raving fans and customers. Since starting her business in 2007, she has trained over 25,000 people in Jamaica and across the world. She is also the host of the Navigating The Customer Experience podcast, where you’ll find more lessons, strategies and tactics for transforming your company’s customer experience. If you’re thinking about starting a company, we cover a lot of thin...2017-11-1351 min
Leverage Your Podcast ShowCustomer Service Strategies with Yanique GrantIn this week’s episode of the Sailing to Success Podcast Show, Lyndsay Phillips interviews Yanique Grant. Yanique is the founder and CEO of Profession Training and Occupational Services and has trained over twenty thousand people internationally.2016-09-0937 min