Navigating the Customer Experience

Send us Fan Mail Your dashboard is not the action. Here is how to turn customer feedback into real change. Yanique Grant sits down with Ryan Tamminga, Chief Customer Officer at Alchemer, a CX feedback platform used across almost every industry worldwide. Drawing on a career at Deloitte, Accenture and Reed Group, Ryan explains why feedback must reach a human when automation fails, how digging beyond dashboards revealed 15 customer segments where one company expected seven, and why curios...

Send us Fan Mail Is human support about to become a luxury only premium customers can afford? Yanique Grant sits down with Ben Rosenberg, VP of Customer Experience Delivery at ChurnZero, a SaaS leader with two decades of customer experience behind him at companies like Zenefits and Sendoso. Ben gives an honest answer on whether automation is creating a two tier CX model, explains why AI still struggles with complex B2B context, and shares the data that convinced his team course based customer...

Send us Fan Mail AI won't replace your people. It will replace the ones acting like robots. Returning guest Jeff Toister, best-selling author of Human Service: The Skills AI Can't Replace, joins Yanique Grant to unpack where humans still win in a world racing to automate. Drawing on new research spanning more than 370,000 phone calls and 400-plus face-to-face interactions, Jeff makes the data-backed case for connection, understanding, and advocacy, the three human skills AI simply can't provi...

Send us Fan Mail Where should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line. Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that makes one customer look like four, to using AI to carry context across every support tier, to buil...

Send us Fan Mail What if the fastest way to lead change was to stop trying to feel confident? Executive coach Terez Rijkenberg says clarity beats confidence every time, and she has the frameworks to prove it. Terez Rijkenberg, executive coach to C-suite leaders and director at Tuitive AI, joins Yanique Grant to share the two frameworks behind her work: the RAFT formula (results, actions, feelings, thoughts) and Radical Adaptability. She unpacks how change really happens, how she coaches leade...

Send us Fan Mail Can AI answer your customers without pushing them away? David Karandish has automated support for 20,000 companies, and he says deflection should make the experience better, not worse. David Karandish, founder and CEO of Capacity, joins Yanique Grant to unpack how to bring AI into customer support the right way. After selling Answers Corp for $960 million, David built Capacity into an omni-channel support automation platform serving roughly 20,000 customers. In this episode h...

Send us Fan Mail Pricing AI is the hardest pricing problem in software right now, and most SaaS leaders are getting it wrong on the first try. In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Dan Balcauski, founder of Product Tranquility, to unpack why the first AI price a company sets is always wrong, how to set usage caps when you have no historical data, and what smart B2B SaaS leaders do differently to turn pricing from a liability into a strategic ...

Send us Fan Mail What if the most valuable thing a customer could do for your business was complain? In this episode of Navigating the Customer Experience, Yanique Grant sits down with Michael Podolsky, co-founder and CEO of PissedConsumer.com and Wisebrand.com, to explore the power of negative feedback and why organizations that take it seriously are the ones that build lasting customer loyalty. Michael built PissedConsumer.com after a deeply frustrating personal experience as a customer lef...

Send us Fan Mail NAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs What happens to your customers when the leader serving them is running on empty? In this episode, Yanique Grant sits down with Dr. Kerriann M. Peart, organizational psychologist, executive coach, and founder of Island Rooted Co., for a conversation that connects leadership well-being directly to customer experience outcomes. Dr. Peart brings ...

Send us Fan Mail What does it actually take to lead in an era where artificial intelligence is reshaping every industry, every role, and every assumption about how work gets done? On this episode of Navigating the Customer Experience, Yanique Grant sits down with Jack Jendo, founder of BrainDigits, AI strategist, and author of Lead Forward, to explore what the future workplace really looks like and why leadership is the most important skill you can develop right now. Jack brings a perspective...

Send us Fan Mail 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation This episode is unlike any other in the 272-episode history of Navigating the Customer Experience. To celebrate 10 years of podcasting, host Yanique Grant invited her daughter Summer to turn the tables, Summer takes the microphone and interviews her mom about the journey, the hard lessons, and what the next decade holds. It's personal, honest, and deeply human. What You'll Hear in This Episode Y...

Send us Fan Mail What does it take to walk into a room full of strangers and walk out with real connections? In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Alexandra Silva Labarr, internationally recognized speaker, author, and founder of Xandra Marketing and PR. Known as the Networking Queen, Alexandra brings over 25 years of experience in marketing, business development, and sales to a conversation that is practical, personal, and deeply inspiring. ...

Send us Fan Mail "What happens when the inventor of the Video Sales Letter meets AI? Jon Benson joins us for a conversation that will change how you think about creativity, copy, and your business." In Episode 271 of Navigating the Customer Experience, host Yanique Grant sits down with Jon Benson, the pioneering copywriter and entrepreneur who invented the Video Sales Letter (VSL) the format that became the backbone of modern digital marketing. Since 2010, Jon has been quietly working at the ...

Send us Fan Mail In this episode, Yanique Grant sits down with Jimi Gibson, VP of Brand Communication at Thrive Internet Marketing Agency, to explore how AI is fundamentally changing business visibility online. Jimi shares insights from 20+ years in digital marketing and 70+ podcast appearances, discussing the critical shift from traditional SEO to AI Search Optimization (Answer Engine Optimization and Generative Engine Optimization). Learn why 60% of Google searches don't click through anymo...

Send us Fan Mail In this insightful episode of Navigating the Customer Experience, we welcome Victoria Mensch, Founder & CEO of the Silicon Valley Executive Academy, for a powerful conversation on leadership, innovation, and thriving in the age of AI. With a PhD in Psychology, an MBA from UC Berkeley, and more than 25 years in Silicon Valley, Victoria has built her career at the intersection of human behavior, executive performance, and technological transformation. Arriving in Silicon Va...

Send us Fan Mail In this episode of Navigating the Customer Experience, Gal Borenstein, Founder and CEO of The Borenstein Group, joins us for a powerful conversation on trust, branding, and customer experience in the digital and AI era. With nearly 30 years of experience advising growth-oriented organizations in complex and regulated industries, Gal shares how leaders can protect credibility and build sustainable brands when trust is on the line. Gal’s journey is a true immigration success st...

Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Mark Fithian and Jeff Rosenberg, cofounders of WideOpen, a strategic customer experience (CX) consulting firm, and authors of the book The CX Imperatives: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. With more than 30 years of experience each, Mark and Jeff bring deep insight from working across industries including healthcare, technology, automotive, consumer goods, and profe...

Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Jeremie Kubicek, a powerful communicator, serial entrepreneur, and co-founder of GiANT, a global leadership development company. Jeremie is the author of several influential leadership books, including 5 Voices, 5 Gears, The 100X Leader, The Peace Index, and his newest release, The Voice-Driven Leader. Jeremie shares his entrepreneurial journey and explains how years of building businesses taught him a cr...

Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Jean-Pierre LaCroix—President and Chief Strategy Officer of SLD, brand visionary, author, and creator of groundbreaking tools such as the Trust Ladder and the Ideal Omni Experience Model. With more than 46 years of experience helping global organizations transform their retail, brand, and customer experience ecosystems, Jean-Pierre brings deep insight into what it truly takes to build emotionally resonant...

Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Ty Givens, the dynamic Founder and CEO of CX Collective, a consultancy known for building customer experience programs that scale while still feeling human. With a career that began at just 18 years old, Ty walks us through her remarkable journey from her first customer service desk at Office Depot to leading global teams and eventually launching her own company nine years ago. Ty shares how an early prom...

Send us Fan Mail In this episode of Navigating the Customer Experience, we dive deep into the career and mindset of Jamie Homen, a seasoned customer experience (CX) leader with over 20 years in the industry. Now leading CX at Mural, an AI-powered visual collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success. 🛤️ Jamie’s Journey into Customer Experience Starting as a call center ag...

Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Evan Siegel, Vice President of AI at eGain, where he leads the development of next-generation AI-powered conversational guidance. With a rich background that includes 16 years at Wells Fargo leading customer experience and contact center innovation, Evan brings deep insight into how technology can drive better service outcomes without losing the human touch. Evan’s career journey began in entrepreneurship...

Send us Fan Mail Greg Logan: The Power of Storytelling – Turning Brands into Blockbusters In this episode of Navigating the Customer Experience, we are joined by Greg Logan, a global leader in brand storytelling who has spent over 30 years helping the world’s biggest brands—from Adobe and Netflix to Virgin and Qantas—connect with audiences through stories that reach both the head and the heart. With award-winning experience in advertising, television, and film, Greg has built his company, Nar...

Send us Fan Mail In this episode of Navigating the Customer Experience, we welcome back Joseph Michelli, a certified customer experience professional, New York Times and Wall Street Journal #1 bestselling author, and internationally sought-after keynote speaker. Known for his books on iconic brands such as The Ritz-Carlton, Mercedes-Benz, Starbucks, Zappos, and Airbnb, Joseph brings decades of insight on how leaders and frontline teams can elevate human experiences. We dive into his latest bo...

Send us Fan Mail In this episode of Navigating the Customer Experience, we are joined by Peter Ryan, President and Founder of Ryan Strategic Advisory, is recognized globally as one of the foremost experts in customer experience (CX) and business process outsourcing (BPO). For over two decades, Peter has advised CX outsourcers, enterprises, governments, and associations on strategic issues like technology deployment, offshore positioning, and service delivery. He is also the publisher of the a...

Send us Fan Mail In this episode of Navigating the Customer Experience, we are joined John McCahan who is a Customer Experience and Service Executive Leader who has transformed CX across industries including automotive, banking, logistics, manufacturing, retail, and most recently at FTD, where he led its post-bankruptcy customer experience transformation. Currently a Board Member of FullCircle and Advisory Board Member for Execs in the Know, John’s career spans leadership roles at Avon, Milac...

Send us Fan Mail In this compelling episode of Navigating the Customer Experience, we are joined by global hospitality executive, author, and social entrepreneur Carmen Vlasceanu. With over 25 years of experience in hospitality, aviation, catering, and cruise industries, Carmen shares her remarkable journey from growing up in communist Romania to becoming a transformative leader in customer experience and organizational growth. She holds advanced degrees in Revenue Management, International B...

Send us Fan Mail In this compelling episode of Navigating the Customer Experience Podcast, we speak with Jay Sapovits, a dynamic and resilient entrepreneur with a flair for reinvention. Jay’s journey began with a bold move across the country at age 18, setting the tone for a life rich in unconventional choices and high-profile experiences. With a knack for spotting opportunity in adversity, Jay has built a career rooted in innovation, grit, and human connection. From Retail to Revolutionary: ...

Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Fran Brzyski, CEO and Co-Founder of Hark, the leader in video and audio-driven customer feedback. With over a decade of experience in CX and Voice of Customer roles spanning startups to Fortune 50s, Fran brings a wealth of insight into transforming how brands listen and respond to customers in the modern age. Fran’s journey to entrepreneurship wasn’t linear. He began in finance at a major bank but quickly...

Send us Fan Mail In this episode of Navigating the Customer Experience, we’re joined by Eric Karofsky, an award-winning expert in customer experience (CX), user experience (UX), and employee engagement, and the founder of VectorHX, a human experience agency. Eric shares his professional journey—from decades in agency and consultancy work with major brands like Michelin and Royal Caribbean, to leading UX at the Broad Institute of MIT and Harvard, and now building his own company focused on cre...

Send us Fan Mail In this powerful episode of Navigating the Customer Experience, we sit down with Dave Garrison, leadership strategist, former CEO, and author of The Buy-In Advantage: Why Employees Don’t Care – and What Great Leaders Do to Inspire Them to Give Their All. With over 25 years of experience leading and advising public and private companies—including Ameritrade—Dave shares his journey from CEO to co-founder of Garrison Growth, where he helps leaders transform workplace culture and...

Send us Fan Mail In this episode of Navigating the Customer Experience, we talk with Justin Baer, an entrepreneur passionate about blending comfort and style into professional wear. Justin shares his journey from a tech-focused entrepreneur to founding Collars & Co., known for their innovative Dress Collar Polo — the perfect hybrid of dress shirt style with polo shirt comfort. Originally a side project launched during the pandemic, Justin’s brand has grown exponentially, boasting over 300...

Send us Fan Mail In today’s episode of Navigating the Customer Experience with Eitan Koter. Eitan Koter, Co-founder and Co-CEO of Vimmi, has a rich background in the tech sector, particularly in video commerce, digital marketing, and social commerce. With over two decades of experience, including managing a public company and leading startups, Koter has established himself as a thought leader in the industry. His company, Vimmi, is a video commerce SaaS platform that has been operational for ...

Send us Fan Mail In today's episode of Navigating the Customer Experience with Josh Seiden. Josh’s insights emphasize that customer-centricity is a journey requiring both leadership and employees to adopt new ways of thinking and working. By focusing on customer needs and empowering teams through OKRs, organizations can create greater value and drive meaningful change. Josh’s Journey Josh began his career in Silicon Valley during the pre-internet days, working in technology. Fascinated by w...

Send us Fan Mail In this episode, we dive deep into the insights of Laura Richard, a Principal at Level5 Strategy and a leader committed to enhancing customer experiences. With a background in health sciences, Laura transitioned into management consulting, driven by her curiosity and passion for problem-solving. Over her 15-plus-year career, she has worked across various sectors, including public, private, and not-for-profit, focusing on building effective strategies that yield tangible resul...

Send us Fan Mail In today's digital landscape, the exponential growth of data presents unique challenges and opportunities for organizations. Keith Goode, a leader in human capital management and business intelligence, emphasizes the significance of leveraging data to enhance decision-making around an organization’s most valuable asset: its people. As a member of ZeroedIn Technologies, Keith is dedicated to turning HR and business data into actionable workforce intelligence. Keith's Journey W...

Send us Fan Mail In 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 carin...

Send us Fan Mail Andrew Carothers is a Senior Customer Experience Leader and a CCXP who has significantly shaped the field of customer experience (CX). His career began in public relations, where he worked both in agencies and in-house. He transitioned into the technology sector at Autodesk and even worked for the Electric Vehicle Association of America before the concept of electric vehicles became popular. Over the years, Andrew expanded his expertise beyond public relations into various ma...

Send us Fan Mail In 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...

Send us Fan Mail Marybeth Alexander has been the Knowledge Goddess and Chief Executive Owl at KnowledgeOwl since she co-founded the company with Pete in 2015. As KnowledgeOwl’s CEO, she's responsible for embodying KnowledgeOwl's mission and values, which include using business as a force for good, cultivating a people-first company, giving excellent service to everyone, and creating awesome knowledge based software. Questions · We always like to give our guests an opportun...

Send us Fan Mail Bob Carrothers has 29 years of experience, he facilitates peer-to-peer boards of CEOs and executives, creating environments conducive to skill enhancement, informed decision-making and superior results. Bob is certified as an Emergenetics advisor and Predictive Index practitioner, equipping him with a profound understanding of human behaviour and cognition. Questions · So, we always like to ask our guests, in your own words, could you share a little bit abo...

Send us Fan Mail Barbara Wardell and Ernesto Cullari run an agency that focuses on geofencing. This embraces a growth hacker mindset that strategically focuses on identifying and amplifying their clients’ strengths while pinpointing weaknesses in the competition, utilizing GPS location data. This approach results in a significant and measurable impact on foot traffic and online engagement, making their efforts truly game changing and successful. Questions · Now, we always like to a...

Send us Fan Mail Alan Versteeg, an engineer turned sales management expert, initially approached the sales world with skepticism, but soon turned it into a thriving career by applying the engineering principles of cause and effect to sales and sales management. This success led him to co-founding Growth Matters, where Alan and his team have developed over 2,000 sales managers across 45+ countries and diverse industries. Known for his candid and light-hearted approach, Alan's passion fo...

Send us Fan Mail Neil Leyland is a Chief Contact Center Strategist at InterVision, and he is an exceptional PMP and six Sigma black belt certified senior-level program leader and a proven problem-solver. A highly motivated achiever with a career history in sales and operations management for international multi-unit retail operations. Possessing excellent interpersonal, presentation, written and verbal communication skills, which are used to solve problems, consult on technology projec...

Send us Fan Mail Dr. 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. ·  ...

Send us Fan Mail Daniel 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...

Send us Fan Mail Irina 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 remai...

Send us Fan Mail Richard Weylman was orphaned at age 6 and he lived in 19 foster homes and attended 11 different schools. Rather than becoming the victim of those circumstances, he overcame them and he has had remarkable business success, including as an award-winning General Sales Manager of Rolls Royce to Head Sales and Marketing for the Robb Report, a Magazine for the Luxury Lifestyle from its inception until its record liquidity event. A Hall of Fame inducted Keynote Speaker, Rich...

Send us Fan Mail Debbie 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 extensi...

Send us Fan Mail Joel 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...

Send us Fan Mail Alan 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. Questions

Send us Fan Mail Vaishali 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...

Send us Fan Mail Robert 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 Selling with three other gentlemen. ...

Send us Fan Mail Rachel 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 R...

Send us Fan Mail Jason 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, ...

Send us Fan Mail Steve Cockram is an inspirational communicator, serial entrepreneur, confidant to elite leaders around the world and co-creator of the world's premier “Leadership Toolkit”. He has co-authored The 100X Leader, 5 Voices and The 5 Gears

Send us Fan Mail Darby 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...

Send us Fan Mail Barry 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 relations...

Send us Fan Mail Cynthia 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...

Send us Fan Mail Serena 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. Passi...

Send us Fan Mail Len 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...

Send us Fan Mail Pete 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 height...

Send us Fan Mail Ali 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...

Send us Fan Mail Eric Williamson is the Chief Marketing Officer at CallMiner. As CallMiner’s Chief Marketing Officer, Eric oversees all global marketing functions from brand and events to demand generation. Eric's marketing team works very closely with channel and sales to drive pipeline and CallMiner’s explosive growth. Eric has over 20 years of experience in both technology and consumer products marketing from both the vendor and agency side. Before joining CallMiner, Eric was ...

Send us Fan Mail Jim 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 ...

Send us Fan Mail Dave 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 vari...

Send us Fan Mail Matt 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 s...

Send us Fan Mail Michelle 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 (OO...

Send us Fan Mail Joanna 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 ...

Send us Fan Mail Lija 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?

Send us Fan Mail Jason 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, a...

Send us Fan Mail Maggie 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 cu...

Send us Fan Mail Herb 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 freedo...

Send us Fan Mail Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC - a marketing consultancy serving hospitality and the healthcare industry clients - and Vice Chairman Emeritus of MMGY Global, one of the country's leading marketing communications companies renowned for its strategic thinking, breakthrough creativity, and innovation in marketing practice. Yesawich has contributed to the development of marketing programs for some of the industry's most popular brands...

Send us Fan Mail Peter C. Yesawich is Chairman of Hospitable Healthcare Partners, LLC - a marketing consultancy serving hospitality and the healthcare industry clients - and Vice Chairman Emeritus of MMGY Global, one of the country's leading marketing communications companies renowned for its strategic thinking, breakthrough creativity, and innovation in marketing practice. Yesawich has contributed to the development of marketing programs for some of the industry's most popular brands...

Send us Fan Mail Michelle 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 Globa...

Send us Fan Mail Adam 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...

Send us Fan Mail CJ 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 s...

Send us Fan Mail Kat Kennan is the founder and CEO of Radical Customer Experience™️, a ground-breaking consulting firm that encourages brands to establish genuine connections with their customers by embracing strengths-based, trauma-informed, and inclusive marketing services. With a passion for empowering individuals and driving positive change, her mission is to help brands speak up, speak out, and foster diversity, equity, inclusion, and belonging in their customer interactions...

Send us Fan Mail Josefine 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 mo...

Send us Fan Mail Anatoliy 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 Forbe...

Send us Fan Mail 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 voice...

Send us Fan Mail 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 a...

Send us Fan Mail 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 upco...

Send us Fan Mail Randy 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...

Send us Fan Mail 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

Send us Fan Mail 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, sa...

Send us Fan Mail Declan 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 S...

Send us Fan Mail Nathan 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...

Send us Fan Mail Rich 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 year...

Send us Fan Mail John 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 “Reven...

Send us Fan Mail Saira 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...

Send us Fan Mail 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, a...

Send us Fan Mail Richie 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 ...

Send us Fan Mail 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 p...

Send us Fan Mail 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...

Send us Fan Mail 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 blo...

Send us Fan Mail Romaine 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 indust...

Send us Fan Mail Brad 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 where you ...