Explore every episode of the podcast The Delighted Customers Podcast with Mark Slatin

"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX

 

Join us for an insightful conversation with Howard Behar, a pivotal figure in Starbucks' legendary growth. As the President of Starbucks North America and the founding President of Starbucks International for 21 years, Howard participated in the company's expansion from just 28 stores to over 15,000. He also served on the Starbucks board of directors for 12 years before retiring. He's also authored two books on leadership titled "It's not about the Coffee" and "The Magic Cup," book titles that encapsulate his core philosophy.   In this episode, Howard tackles a fundamental challenge faced by rapidly growing businesses: How do you scale operations from a small number of locations to a global empire while preserving the deeply personal customer experience that made you successful? Howard argues that the answer lies not just in the product, but in a relentless focus on people – both employees and customers – understanding that Starbucks was always "in the people business serving coffee, not the coffee business serving people".   Listen in as Howard shares firsthand how this philosophy drove extraordinary growth and answers critical questions, including: •How did the philosophy "we're in the people business serving coffee, not the coffee business serving people" shape Starbucks' approach to customer experience? •How did Starbucks manage its rapid expansion from 28 stores to over 15,000 while maintaining a consistent, personal customer experience? •How did leadership make decisions about investing in initiatives and supporting teams, particularly when facing the challenge of proving the ROI of customer experience?   Discover actionable insights on servant leadership, empowering employees, the power of listening, and taking calculated risks to build a truly people-centric organization that delights customers and achieves remarkable growth.   Don’t miss this eye-opening conversation with Greg Kihlstrom! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on your favorite podcast platform   Meet Howard   Howard Behar's extensive career spans over 50 years in consumer-oriented businesses.   He served at Starbucks Coffee for 21 years, retiring after participating in the company's growth from 28 stores to over 15,000 across five continents.   He held pivotal leadership roles as President of Starbucks North America and the founding President of Starbucks International.   Howard also served on the Starbucks board of directors for 12 years before retiring.   He is the author of two books on leadership. Books by Howard Behar:  

• It's not about the Coffee
• The Magic Cup

  Show Notes and References:   Howard Behar has agreed to share his personal mission statement document for inclusion in the show notes.    Connect with Howard Behar (Generously Provided by Howard):   - Cell Phone: 206-972-7776 (Call or Text - he will get back to you)   - Email: hb@howardbehar.com

What if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations still get it wrong?

On this episode of the Delighted Customers podcast, we unlock the real reasons why companies struggle to implement AI and automation tools effectively, even as consumer expectations for personalization and seamless experiences reach new heights. Greg Kihlstrom, martech and CX expert, demystifies the hype around chatbots and agentic AI, showing us where most companies stumble and what it really takes to reverse-engineer remarkable customer journeys. If you’re wondering why some AI initiatives delight while others fall flat (and what you can do about it), this episode pulls back the curtain.

You should tune in to hear from Greg Kihlstrom, a thought leader at the intersection of marketing, technology, and customer experience, whose podcast network and consulting insights are helping brands evolve—whether you're leading a Fortune 500 organization or an ambitious mid-market player. His deep dive into what’s really working at marketing and CX conferences—and what’s next for both large and small companies—makes this discussion especially valuable for anyone navigating the fast-changing landscape of customer engagement.

Here are three burning questions Greg answers on the show:

• What are the real barriers that have kept companies from leveraging AI (like chatbots and agents) effectively in the customer journey?

• How can AI empower customer service teams to pinpoint root causes and improve experiences—without losing the uniquely human touch?

• For leaders at mid-sized companies, what are practical steps for selecting technology partners and overcoming siloed data challenges as they implement customer-centric AI?

Don’t miss this eye-opening conversation with Greg Kihlstrom! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on your favorite podcast platform.

Meet Greg Kihlstrom

Greg Kihlstrom is a best-selling author, speaker, entrepreneur, and host of The Agile Brand Podcast. With 15+ years of experience at the crossroads of marketing, technology, and CX, Greg is the former founder and CEO of a successful digital agency in Washington, D.C., now working as an independent consultant to leading brands and organizations. He is the founder of The Agile Brand Podcast Network, a prolific writer on the evolving roles of martech and organizational change, and a key influencer in bridging the gap between digital transformation and meaningful customer outcomes. Greg is also recognized for his thought leadership on AI innovation, process improvement, and the future of customer experience.

Connect with Greg Kihlstrom on LinkedIn: Greg Kihlstrom LinkedIn

Show Notes & References

• Subscribe to Greg’s newsletter: "AI Isn’t a Goal or a Strategy" on LinkedIn

• Learn more about The Agile Brand Podcast Network: https://www.theagilebrand.com/

• Catch up with the Delighted Customers podcast on your favorite platform for more episodes!

What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences?

This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emotional connections, empowering employees, and personalizing customer interactions—even when their resources pale in comparison to mega-corporations. The impact of this question stretches across industries: if you feel outmanned or outspent by competitors, Tara Brady’s strategies could just be the difference-maker. She reveals exactly how you can leverage your agility and authenticity to delight customers and transform employees into powerful brand advocates.

You should listen to Tara Brady, Chief Experience Officer at Provident Bank, because she has walked the walk—from big banks to credit unions to her current leadership role at a thriving regional institution. Tara brings practical, actionable insights on how to create customer and employee advocacy, how to turn real feedback into process improvements, and why empathy and emotional connectedness are your secret weapons. If you’re navigating the David versus Goliath landscape—whether in banking or beyond—Tara’s perspective will help you see your “smallness” as a superpower.

Here are three compelling questions Tara answers during the show:

• How can banks without massive technology budgets still compete with—and even exceed—the customer experiences offered by mega banks?

• What practical steps can organizations take to bridge employee and customer experience, ensuring both groups are genuinely heard and empowered?

• Why is building emotional connections more than just a “nice to have”—and how does it directly affect loyalty, advocacy, and your bottom line?

Meet Tara Brady

With over 19 years’ experience in Customer Experience (CX), Tara Brady
is a successful brand evangelist known for coaching and leading
organizations and teams to new heights in delivering exemplary,
impactful, and results-focused customer experiences that drive sales
and brand loyalty.

Tara believes that today’s consumer market means striving for
excellence in customer AND employee experience is mandatory – and
no longer optional or ‘nice to haves.’ As a leader, she operates from the
premise that happy, empowered employees are the face of the brand
for consumers. This is reflected in her holistic approach to CX that
integrates employee experience as a foundational element.

Her multiple CX redesigns and transformations stem from working
directly with customers and leading teams and users to deliver
excellence. Known to surprise teams by showing up and working on-site
to serve customers directly, test processes, and gather employee and
customer feedback, her hands-on approach is a differentiator. This real-
world laboratory shapes the innovations that transform customer and
employee experiences.

TARA’S CUSTOMER EXPERIENCE USER EXPERIENCE MANIFESTO:
Stellar experiences are built strategically – and require data/analytics,
employee input and feedback, thorough understanding of an
organization’s goals and vision, KPIs, and a project management
approach – including timelines, deliverables, benchmarks, and
assessments.

Outstanding CX/UX experience isn’t a matter of being
‘friendly’. Rather, it is ALL about having responsive technology, expertly
trained and engaged employees empowered with all they need to serve
customers, clearly defined value statements, executive support,
defined journey maps, and more! ‘Friendly’ may be a factor in CX
success, but it’s not a strategy. CX/UX is not something that’s ‘done’ and then revisited in a few years. Customers change. Products change.
Company goals change. Technology changes. And employees change.

This means ongoing assessing, re-evaluating, re-calibrating, re-
designing, and training to maintain excellence and the company’s
competitive advantage.

Connect with Tara Brady on LinkedIn

Show Notes & References

• Learn more about Provident Bank: provident.bank

• Referenced research: Forrester’s CX Index and Bruce Temkin’s work

• Find JourneyTrack for CX journey management: JourneyTrack.io

Listen and subscribe to the Delighted Customers podcast to unlock Tara’s proven strategies. You can find the show on Apple Podcasts and Spotify, as well as all your favorite podcast platforms. Don’t miss these invaluable insights that can elevate your approach no matter the size of your organization!

Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of CX to launching a bold new initiative focused on helping leaders drive sustainable success by putting people first.

We dive into Bruce’s unique approach to making “squishy” concepts like customer experience concrete and actionable, including the creation of the Temkin Experience Ratings and the importance of accessible, meaningful data. Bruce offers candid insights on the evolution of CX metrics, the limitations of traditional surveys and NPS, and why emotion is the most powerful driver of loyalty.

Discover how Humanity at Scale expands the conversation beyond CX, challenging leaders to rethink the false tradeoff between business success and human-centric leadership. Whether you’re a CX professional, business leader, or simply passionate about making organizations more people-focused, this episode is packed with practical wisdom and inspiration from one of the industry’s true thought leaders.

Meet Bruce

Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads Humanity at Scale and hosts the Humanity at Scale podcast.  He most recently founded the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world and is also building a global community of XM professionals who are radically changing the human experience. 

Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master’s in management from the MIT Sloan School of Management.

Fred Reichheld is an expert on customer loyalty and a legend in the world of customer experience management. 

He and his "co-pilot" Rob Markey, created Net Promoter System, arguably one of the most used loyalty metrics in the world.

He shared so many gems in our conversation that I decided to produce this edited version as a sort of "greatest hits" episode.

In this episode:

1. Why did Fred feel a sense of urgency to write his book, "Winning on Purpose"?

   • Fred shares a personal story about receiving a cancer diagnosis, which spurred him to focus on writing the book to correct misconceptions and realign the philosophy behind Net Promoter Score (NPS) and customer experience with genuine customer love and improvement.

2. What is the core message of "Winning on Purpose"?

   • Fred emphasizes that the central message is that customer love and referrals should be at the core of a business’s purpose. Companies need to prioritize customer satisfaction and loyalty over other metrics to achieve true, sustainable success.

3. They key metric that most companies don't measure but should be

   • Fred discusses the importance of tracking and measuring customer referrals to drive business growth.

4. What is the "earned growth" model and why is it important?

   • Fred introduces the concept of "earned growth," which focuses on measuring how much business growth comes from returning customers and referrals. 

 

Ok, this one is a bit different.  

I've been asked many times over for a sampling of The Trusted Guide Roadmap™ Master Class and really couldn't share a nice condensed slice of it...until now.

It was quite by accident.  

I used an AI tool that automated two virtual hosts, I'm calling them Abe (A) and Ivy (I), who took much of the material from a recent asynchronous course and with a press of a button, converted it into an 11-minute podcast episode! 

I thought, 'Wow, this is so interesting...maybe others will think so too."

The episode starts with a personal failure of mine that illustrates why the hero's trap is so easy to fall into and so devastating.  

The hosts capture the essence of the Master Class section on this topic in a fun way.

I hope you find it entertaining and insightful.  

I'd love to hear your feedback!

 

Navigating the Power Core: A Strategic Approach to Customer Experience

Join us as we dive deep into the world of customer experience with Shelly Chandler, a seasoned CX strategist with 25 years of experience across B2B and B2C industries. In this eye-opening episode, Shelly shares her journey from banking to diverse sectors, offering unique perspectives on leading CX transformation from within the product realm.

Discover why aligning with your organization's "Power Core" is crucial for CX success, and learn how to navigate C-suite expectations by connecting CX initiatives to business objectives. Shelly also addresses common pitfalls in the CX profession and provides invaluable advice for practitioners looking to make a lasting impact.

Shelly answers these questions:

• What is considered "product" in different industries, and why is it important?

• How has the role of customer experience within organizations changed in recent years, particularly in relation to the "Power Core"?

• What advice does Shelly give to CX professionals when starting in a new role or trying to drive change?

Whether you're a CX novice or a seasoned professional, this episode is packed with actionable insights to help you elevate your CX game and drive meaningful change in your organization. Don't miss this opportunity to learn from one of the industry's most versatile experts!

 

Meet Shelly

Shelly Chandler is a senior customer experience strategist and leader delivering proven results that increase revenue, reduce costs and solidify customer loyalty. In the specialized profession of Customer Experience that that spans all organizational functions, her career as a customer catalyst has helped companies to drive action within organizations that are ready for customer growth.

Shelly especially enjoys transforming blue-sky visions into tangible, executable programs, creating strategic change with others to enhance customer experience. Shelly has worked in many different industries, adding strategic value and broad understanding of the CX profession over the past 25 years. Key verticals include B2B and B2C, Hospitality, Retail, Automotive, Transportation, Manufacturing, SaaS, and Financial Services, with brands such as PNC Bank, Wells Fargo, Moen, Penske, Walmart, Forsta, and American Tire.

Specialized Skills:
CX Strategy, Insights Development and Metrics, Customer Journey Mapping/Orchestration, and
Experience Design are Shelly’s areas of expertise, along with public speaking, coaching and
volunteering.

https://www.linkedin.com/in/shelly-chandler-cxleader/
shelly@evolvecxconsulting.com
704-995-7939

Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and work with renowned brands like Starbucks, Ritz-Carlton, and Mercedes-Benz. His expertise in understanding the emotional drivers behind consumer decisions and the importance of self-reflection for business leaders makes this episode a must-listen for anyone interested in enhancing their customer experience strategy.

Excited to share insights from the latest episode of the Delighted Customers podcast featuring Dr. Joseph Michelli, internationally renowned speaker, author, and organizational consultant! Here are three intriguing questions addressed during our conversation:

• How should CEOs approach the incorporation of AI and its intersection with customer experience?

• What are some common missteps companies make when balancing technology and human experience?

• How can businesses effectively leverage both technology and human touch to enhance customer relationships?

Don't miss Dr. Michelli's upcoming book, All Business is Personal available now for pre-order!

 

Meet Dr. Joseph Michelli

 

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times' #1 bestselling author. His books include:

• Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
• The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging
• Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
• Leading The Starbucks Way: 5 Principles for Connecting
with Your Customer, Your Products, and Your People
• The Zappos Experience: 5 Principles to Inspire Engage and
WOW
• Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
• The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
• The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
• When Fish Fly: Lessons for Creating a Vital and Energized Workplace co-authored with the owner of the "World- Famous" Pike Place Fish Market in Seattle

• Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business

Joseph:
• is a Visiting Professor of Service Excellence at Campbellsville University
• is the recipient of the Customer Experience Professional Association’s – Impact on the Customer Experience Profession award
• is a Certified Customer Experience Professional (CCXP)
• has been inducted into the Customer Experience Hall of Fame
• has been named one of the Top 5 Customer Experience thought leaders for six consecutive years by Global Gurus
• is on the founders' council of CustomerExperienceOne
• has served on the editorial board member for the Beryl Institute's Patient Experience Journal
• won the Asian Brand Excellence Award
• holds the Certified Speaking Professional (CFP) designation from the National Speakers
Association
• is a member of the Authors Guild

He received his master's and doctorate from the University of Southern California.
Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

Ania Rodriguez was trained as an engineer.  She is Founder and CEO of JourneyTrack and a self-made entrepreneur. Ania's insights into modernizing journey mapping and reducing customer churn offer groundbreaking, actionable strategies for any organization interested in elevating customer experiences.

Ania shares how journey mapping has evolved into a powerful tool for leaders to drive business outcomes:

• Discover how Ania Rodriguez transformed the CX landscape by moving from outdated manual methods to efficient journey management and how this shift can significantly reduce customer churn.
• Learn about the surprising, low-cost quick wins Ania shares that can immediately improve customer retention and satisfaction.
• Get inspired by Ania’s insightful analogy comparing journey mapping to creating a movie and how it changes your perspective on customer experience....and so many more gems!

We welcome Ania and her team at JourneyTrack as new sponsors of The Delighted Customers Podcast!  

 

Meet Ania:

Ania is a self-made entrepreneur who has made a name for herself, serving as a CX/UX advisor to Fortune 500 companies around the world for over two decades. Known for her focus on actionable results and quality, 

Ania’s leadership has resulted in double-digit growth for her first company, Key Lime Interactive, over the past decade. The company has emerged to become one of the leading user experience research firms in the United States. Her work as a CX/UX strategist and researcher demonstrated to her the need for a platform that could take her journey mapping vision to the next level. JourneyTrack is the tool that meets that vision.

Ania's LinkedIn Email Ania mentioned: sales@journeytrack.io Contact Sales form Book a Demo form JourneyTrack website Journey Impact feature Workshops feature Blog post: How to Get Started with Customer Journey Mapping Blog post: Understanding Journey Mapping, Orchestration, and Journey Management Blog post: How a Journey Mapping Workshop can Drive Business Growth  

 

Are you on LinkedIn?

Ever wondered how LinkedIn keeps its users engaged and loyal?

Join us for an insider's view of the platform that drives business networking.

Unpacking Value Creation:

Sam Stern delves into the importance of distinguishing between LinkedIn users—members versus customers. He explains how this differentiation impacts the value each group gets from the platform, ensuring a balance between the needs of paying customers and non-paying members.

Continuous Evolution:

LinkedIn is committed to continuous research, aiming to understand user pain points and iterating solutions based on direct feedback. This approach helps uncover underlying issues and experiment with ways to enhance user experience.

Aligning with the Power Core:

Drawing on Jeanne Bliss's Power Core concept, Sam illustrates how aligning with LinkedIn's core strength as a product-driven organization has revolutionized their ability to influence change and elevate the customer experience. This alignment underscores the importance of understanding and working within the organizational power structure.

This episode promises a deep dive into the strategies that make LinkedIn a powerful networking tool!

Meet Sam: Sam Stern is a customer experience expert with more than 20 years in the field as a speaker, community builder, practitioner, podcaster, and researcher.    Currently, he leads the Service Design team at LinkedIn, helping to design and deliver delightful experiences for the platform’s 1 billion members and customers. Sam has also created three LinkedIn Learning courses on customer experience, and hosts his own weekly podcast, CX Patterns.    In past roles, he started a customer experience team for the footwear company New Balance, and worked in research and consulting roles at Forrester Research. While there, Sam helped launch Forrester’s CX Certification training curriculum, and he started Forrester’s popular “CX Cast” podcast.     

Do you remember the shock ending of The Sixth Sense? The film taps into that mysterious sixth sense—something beyond our usual perception.

Similarly, in the world of taste, umami goes beyond salty, sweet, bitter, and sour to create a richer, more memorable experience. But what if businesses could apply this concept to customer experience?

In this episode, Aga Szóstek, PhD—author, CX leader, and design expert—shares a powerful framework that parallels umami, helping brands forge deeper emotional connections, stand out in the market, and drive lasting loyalty. Drawing from her work with companies like Google and Philips Lighting, Aga delivers invaluable insights, including:

•  How to avoid the "syndrome of averaging out" and create a truly differentiated experience
• The core principles of an Umami Strategy that enhances emotional connection and loyalty
• How pragmatic values and emotional engagement work together to build lasting customer relationships

This conversation is packed with actionable wisdom you won’t want to miss!

🎧 Subscribe to The Delighted Customers Podcast for more expert insights. 

Show Notes:
📖 The Umami Strategy: Stand Out by Mixing Business with Experience Design
📖 Leadership by Design: The Essential Guide to Transforming You as a Leader
🌐 www.catchingthenextwavepodcast.com
🌐 www.agaszostek.com
📖 Different: Escaping the Competitive Herd by Youngme Moon

MEET Aga!

Aga Szóstek, PhD is the author of "The Umami Strategy" and "Leadership by Design" and an expert in strategy and leadership.

Over the last two decades she has worked with leading companies combining design, technology and business. She has worked with brands such as Google, Philips, Samsung, Play, Allegro, EY, Santander, ING, Orange and many more, bringing a strategic experience design approach to design teams and boards.

Aga also supports her clients in leadership development based on key leadership challenges anchored in their organisational culture. She offers unique leadership programmes delivered in the form of an unforgettable experience.

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• Website: https://www.delightedcustomers.com
• Apple Podcasts: https://podcasts.apple.com/us/podcast/the-delighted-customers-podcast-with-mark-slatin/id1635863804
• Spotify: https://open.spotify.com/show/67hea1Hnu0fFjMA6ZSKTkX

 

 

Are you a customer experience leader facing roadblocks when trying to get your initiatives approved?   In this episode, Mark delves into the power of trust with Charlie Green, co-author of "The Trusted Advisor," to uncover strategies for breaking through bureaucratic walls and fostering buy-in.   Key discussion points include:

• The importance of building strong relationships with your leaders and understanding their priorities.
• Why expediency can backfire and how taking the time to connect with stakeholders can save you time in the long run.
• The Three Levels of Listening: Learn to listen beyond the facts to uncover the context and emotional meaning behind what others say.
• The Trust Equation: Discover how credibility, reliability, intimacy, and self-orientation impact your trustworthiness and how to identify areas for improvement.
• Practical tips for building intimacy and creating a safe space for open communication.
• The significance of role-modeling trustworthiness as a leader.

Tune in to gain valuable insights on cultivating trust, overcoming resistance, and driving meaningful change within your organization.   Bonus: Charlie shares a link to a trust assessment tool that can help you identify opportunities to deepen trustworthiness.

• Link to TQ Assessment: https://trustsuite.trustedadvisor.com/

Other resources:

1. Building Trust with Key Stakeholders, The Delighted Customers Podcast with Charles H. Green - https://www.empoweredcx.com/podcast/episode/28000408/building-trust-with-key-stakeholders-author-charles-h-green

2. The Trusted Advisor (book) - https://qrcd.org/5RkY

3. The Four Trust Factors (book) - https://qrcd.org/5Rkc

4. The Trust Equation explained - Trust Matters Blog - https://qrcd.org/5Rkn

 

Meet Charlie:

Charles H. Green is an author, speaker and world expert on trust-based relationships and sales in complex businesses. Founder and CEO of Trusted Advisor Associates, he is author of Trust-based Selling, and co-author of The Trusted Advisor and the Trusted Advisor Fieldbook.  He has worked with a wide range of industries and functions globally. 

Charles works with complex organizations to improve trust in sales, internal trust between organizations, and trusted advisor relationships with external clients and customers. 

Charles spent 20 years in management consulting. He majored in philosophy (Columbia), and has an MBA (Harvard).  

A widely sought-after speaker, he has published articles in Harvard Business Review, Directorship Magazine, Management Consulting News, CPA Journal, American Lawyer, Investments and Wealth Monitor, and Commercial Lending Review.

 

More about Charlie: https://trustedadvisor.com/consultants/charles-h-green

 

How can leaders support their teams effectively without falling into the trap of fixing everything themselves?

Leah Marone is a psychotherapist with expertise in treating anxiety and mood disorders. She also works with athletes on performance anxiety issues, demonstrating her ability to understand and manage high-stress situations.

If you can relate, there are a ton of gems in this show, including:

1. What are some of the problems or ways that leaders lead that is the opposite of creating authentic spaces and solving?
2. How can leaders balance the need to control and deliver results with the approach of validating and empowering their employees?
3. What are the steps involved in transitioning from being a solver to a supporter as a leader, and how can these steps be applied in real-world scenarios?
4. How can leaders effectively inquire and motivate their employees while ensuring that they maintain ownership of their tasks?

And hey, did you catch our role-play experiment? That was like a masterclass in what not to do—Leah's advice saved the day by turning a "Ron-ian disaster" into a pathway to peace. 

Meet Leah

Leah Marone, MSW, LCSW, is a seasoned psychotherapist and corporate mental wellness consultant based in Charlotte, NC, with over 20 years of extensive experience. Leah received her Master's degree in clinical social work from the University of Texas at Austin, a top-ranked institution in social work education. She has conducted over 20,000 therapy sessions and contributed articles to reputable publications such as Psychology Today, The Atlantic, and Newsweek, earning recognition for her expertise in mental health.

Leah's personal journey as a former anxiety-ridden Division 1 basketball player fuels her passion for working with high-achieving individuals, often described as type A go-getters. She specializes in addressing internal pressures, imposter syndrome, perfectionism, and performance anxiety.

In her dual role as a mental wellness consultant and board member, Leah collaborates with both companies and nonprofits. Her areas of focus include anxiety and stress management, burnout prevention, boundary setting, mindfulness practices, effective communication, and emotional intelligence. Leah's holistic approach involves a thorough assessment of company culture to tailor her services, meeting organizations where they are and addressing their specific needs.

 Leah's innovative 5-step initiative underscores the significance of mental wellness organization-wide, identifying areas for growth and connection. This initiative aims to prevent high turnover, address burnout, and enhance overall collaboration and productivity.

 Leah has facilitated dozens wellness workshops for educators, leaders, and healthcare providers and has presented her acclaimed "Support, Don’t Solve" framework on prominent stages. Her inspirational keynotes provide practical tools for self-awareness that can be seamlessly integrated into busy schedules. Renowned for her expertise in boundary setting and resilience, Leah is a sought-after speaker for leadership groups. She addresses individuals navigating perpetual burnout, often fueled by relentless inner critics and the challenges of people-pleasing. Her insights offer a transformative guide for cultivating resilience and establishing healthy boundaries in demanding professional environments.

Beyond her professional commitments, Leah enjoys traveling, hiking, exercising, and working on her upcoming book slated for publication early next year. Additionally, she actively contributes as a coach for her daughter's club soccer team, showcasing her dedication to both personal and community well-being.

https://www.leahmarone.com/

 

 

Brad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the future of customer experience (CX) management and explore a variety of valuable tools that can be applied to enhance CX.

Brad shares actionable insights on hidden value, value realization versus value erosion, and introduces the concept of value mapping. He also discusses the importance of having a clear brand promise and how it plays a crucial role in delivering a cohesive customer experience.

Key topics covered in this episode include:

• The importance of leveraging a comprehensive CX toolkit, including techniques like empathy maps, journey maps, and value mapping.

• A detailed discussion on identifying and unlocking hidden value within a company by examining areas with high customer traffic, and differentiating between value realization and value erosion.

• A fascinating case study on Brad's work with AARP, showcasing how to diagnose and rectify systemic issues that lead to customer churn and operational inefficiencies.

• The concept of value mapping, its significance, and how it helps in uncovering friction points in customer experiences.

• The critical role of brand promises and how they should guide every interaction to ensure consistency and memorability.

• Insights into the symbiotic relationship between marketing and CX in delivering on the brand promise.

Meet Brad

Brad has had the privilege of leading organizations in their
customer-centric transformation at Symantec, Yahoo!, and Sage as
their CCO/CMO. Across his 30+ years of leadership, Brad has led
global support and service functions for Oracle, Openwave, and
Verisign as well as small start-ups. Leveraging decades of experience
and insights gained from over 50 client engagements, he knows how to
quickly identify, unlock and realize the trapped value concealed across
any organization.

Currently, Brad is the President & Chairman of the Board of the
Consortium for Service Innovation and through the work of the
Consortium, has helped 100’s of customer service organizations
innovate better business models to deliver deep value to their
customers while better engaging their employees to grow their
businesses. He is also one of their recognized Innovators.

Brad is also a Co-Founder and Tribal Advisor at TribeCX Ltd, an alumni
member of the Forrester Chief Customer Executive Council, and the
Chief Customer Officer (CCO) council, and a alumni Board Member
(2018-2021) & recognized Innovator of Customer Experience
Professional Association (CXPA). He is also a Certified Customer
Experience Professional (CCXP).

He is a recognized thought leader in the Customer Experience and
Service Innovation space and has published dozens of articles for
various online publications including Forbes, New York Times, Fox
Business, and Entrepreneur. He is a frequent keynote speaker across
the CX and Customer Service industries.

Brad is home based in Irvine CA and is the Founder/President of Vector
Business Navigation, Inc. – A customer experience/customer success
transformation consulting provider - committed to mentoring inspired
leaders to successfully navigate their CX ecosystems since 2015.

You can learn more about Brad here:

All things CX Considered Podcast with Bob Azman

The Conversational Podcast with Julie Roehm

Reasoned Podcast with Sabrina Meditz

I'm thrilled to host Dr. Maxie Schmidt, a principal analyst at Forrester's Customer Experience Practice. Maxie is a global thought leader in CX measurement and value for customers, and she dives into the significance of customer value metrics. From how companies can effectively measure what their customers truly value, to the intricacies of trust and co-creation, Maxie offers unparalleled insights that are sure to challenge conventional thinking and provide actionable strategies for CX leaders.

This conversation stands to be invaluable for anyone eager to foster stronger customer relationships and drive business success through customer-centric strategies.

Why You Should Listen:

• Learn about innovative approaches to measuring customer value.

• Understand how to build trust and maintain customer loyalty.

• Discover ways to co-create value with your customers.

• Gain actionable insights from a leading expert to elevate your customer experience strategies.

Key Questions:

1. What are customer value metrics, and why has measuring them been a challenge for companies?

   • Maxie provides a foundational understanding of customer value metrics and sheds light on common misconceptions in current measurement practices.

2. Can you explain the concept of co-creation of value with customers and provide practical examples?

   • Maxie explores the co-creation of value by using real-world scenarios, emphasizing the importance of customer engagement and mutual value generation.

3. What specific steps can companies take to better measure the value that customers perceive they are getting?

   • She discusses methodologies and strategies businesses can implement to accurately gauge the perceived value from the customer's perspective.

4. Why is it crucial for companies to understand their role in the customer's value network, and how can they identify where they should play?

   • Maxie elaborates on the need for companies to identify the right touchpoints in the customer journey, backed by examples like DBS and AARP, to ensure they are adding genuine value.

Tune in to this episode for a transformative conversation that promises to enhance your approach to customer experience and business growth.

Forrester Articles on Value:

• How we define value:
• https://www.forrester.com/blogs/value-for-customers-a-60-second-look-at-the-top-11-driver-categories/
• https://www.forrester.com/blogs/three-truths-about-value-for-customers-hint-you-cannot-deliver-it/
• Deeper dive into why companies cant “deliver” value: https://www.forrester.com/blogs/the-customer-is-neo-not-you/
• And here a recent piece on journeys and value: https://www.forrester.com/blogs/energize-your-journey-portfolio-optimize-journey-value-for-customers-and-the-business/

Meet Maxie!

Maxie Schmidt

VP, Principal Analyst

Forrester

Dr. Maxie Schmidt is a principal analyst in Forrester’s customer experience (CX) practice. She leads Forrester’s research on CX measurement and value for customer. In her role, she advises leaders on how to build effective CX measurement programs, make the case for CX, and cocreate value with customers. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events.

Previous Work Experience

Before joining Forrester, Dr. Schmidt was a management consultant at Simon-Kucher & Partners. She led global engagements with firms across industries to improve products and pricing and to design pricing processes and governance. Prior to that, Maxie was an assistant professor of services management at the School of Business in Ingolstadt, Germany.

Education

Maxie earned her doctorate and taught as the chair of service management at the School of Business in Ingolstadt, Germany. She was awarded an Emerald Literati Best Paper Award for research on the frustration that customers experience in loyalty programs. She also published a book on optimizing the quality of customer interactions in contact centers.

When you think of combinations who comes to mind?

👉 Jobs and Wozniak?

👉 Proctor and Gamble?

👉 Hewlett and Packard?

When it comes to customer experience and one-to-one marketing, hands down, it's Don Peppers and Martha Rogers. They are the individuals behind the Peppers and Rogers brand.

Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. 

In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022).

I had the chance to pick Don's brain about the intersection of AI and customer experience management. It was a lesson in how to think about the value customers expect and the value companies desire.

There were so many powerful insights including:

👉 Transforming Customer Interactions with AI:

Don highlighted how AI, especially generative AI, can revolutionize real-time, individualized customer interactions by analyzing emotional sentiment and providing empathetic, immediate responses.

👉 Rethink Success Metrics:

Don emphasized the importance of measuring success through customer-centric metrics like customer lifetime value (CLV) and proposed the innovative concept of 'Return on Customer (ROC)' as a more accurate gauge of business performance over traditional Return on Investment (ROI).

👉 Fostering Trust for Long-term Value:

A significant part of his message was about building trust with customers. Don stressed that maximizing customer value inherently requires businesses to always act in their customers’ best interest, nurturing trust and long-term relationships.

Don's vision and experience provide a roadmap for leveraging AI in creating truly personalized customer experiences. For more pearls of wisdom from Don Peppers, tune into the full episode of the Delighted Customers Podcast!

Meet Don Peppers

During the course of his career, Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. 

His first book, The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993), coauthored with business partner Martha Rogers, kick-started the Customer Relationship Management discipline (“CRM”), which has evolved over the years into the “customer experience” field. 

This is near and dear to my heart because I’ve had the blessing to teach customer relationship management at Michigan State in the first CXM Masters Degree program in North America.  

So you’ll have to understand, this is an extra special episode for me. To have the Tom Brady, the Wayne Gretzky, the Babe Ruth, and the Michael Jordan the GOAT on the show is a big deal.

Finally, In 2013 Don and Martha were inducted into the Data & Marketing Association’s Hall of Fame, along with their business colleague Seth Godin (Don wrote the foreword for Godin’s 1998 breakthrough book Permission Marketing). 

In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022). As an Adjunct Professor of Marketing at Menlo College, Don teaches from this very textbook, and when time permits he Harvard Business Review articles:

• World Class Bull (May 2009), an HBR Case Study commentary, with Martha Rogers

• Is Your Company Ready for One-to-One Marketing? (Jan-Feb 1999), with Martha Rogers and Bob Dorf

• Do You Want to Keep Your Customers Forever? (Mar-Apr 1995), with Martha Rogers and B. Joseph Pine II  

 

'Duh' was a common phase when I was an adolescent.  Kids used it in a not-so-nice way to let the other person know that what they were stating was obvious. 

In all of my years in customer experience management, it never occurred to me to consider the impact of partnerships on CX.

If you think about it, it's a 'duh.'

On today's show, I'm excited to introduce Theresa Caragol, who has authored  Partnering Success: The Force Multiplier to Achieve Exponential Growth.

Theresa shares powerful insights on how to move beyond “random acts of partnering” and build intentional strategies that drive meaningful business outcomes.

We explore Achieve Unite’s three-part framework—talent development, ecosystem strategy, and profitable growth programs—and its role in fostering successful partnerships.

Other key topics include:

• Why strategic partnerships are essential to delivering exceptional customer experiences.
• Common misconceptions leaders have about partnerships and how to uncover gaps in their strategies.
• The concept of “partner lifetime value” versus “customer lifetime value” and the unique benefits of prioritizing it.

Tune in to learn how to create partnerships that not only fuel growth but also elevate your customer experience to the next level!

Show Notes:

• 2025 Partnering Trends: https://www.linkedin.com/pulse/2025-partnering-success-trends-theresa-caragol-bc7mf/?trackingId=O%2F4Y2pViSJa%2BFsYtopOTpw%3D%3D
• Link to what we would tell our younger selves: https://www.linkedin.com/pulse/letter-our-younger-selves-theresa-caragol-czzoe/?trackingId=01m35CVRRhuwhlMSwAbtyQ%3D%3D
• All the partnering success monthly editions https://www.linkedin.com/newsletters/6932307608557010944/
• Partnering Success book for order: https://theresacaragol.com/partnering-success-book/
• Press release Partnering success book: https://www.einpresswire.com/article/739586771/theresa-caragol-s-new-book-shows-how-strategic-partnerships-drive-today-s-business-success

Meet Theresa

Theresa Caragol is the Founder and CEO of AchieveUnite Inc. A visionary leader with over 20 years of experience in global partnerships and strategic alliances valued at $500M+. She has driven business growth across 50+ countries through innovative collaboration. Theresa is passionate about empowering leaders through growth, trust, and collaboration.
With expertise in leadership development, emotional intelligence, and partnerships, Theresa has trained thousands in leadership, channel, and partnering best practices. She also designs programs for companies, associations, and universities.

A sought-after speaker and author of Partnering Success: The Force Multiplier to Achieve Exponential Growth (Amazon #1 New Release and best seller in 20+ categories), Theresa has held executive roles at Extreme Networks, Ciena, and Nortel. She holds an MBA, an Executive Master’s in Leadership, and an executive coaching certification.

In this thought-provoking episode of the Delighted Customer Show, we are thrilled to welcome back Marbue Brown, the visionary founder and CEO of Customer Obsession Advantage. An authoritative voice in the intersection of AI and customer experience (CX), Marbu has recently contributed to the bestselling book, "The AI Mindset: Thriving in Civilization's Next Big Disruption." 

Marbue discusses his chapter, "Transforming Customer Experience with AI Strategies and Innovation," where he refutes the common belief that AI-driven interactions lack personal touch. He shares insights on utilizing AI to tackle long-standing challenges in customer service, such as optimizing onboarding and training processes to improve proficiency and reduce costs. By leveraging AI to simulate training scenarios, companies are enhancing their customer support capabilities while drastically cutting their training times and expenses.

He shares real-world applications, highlighting how AI is revolutionizing business operations, especially in call centers, where quicker information aggregation and comprehensive customer journey insights are leading to improved agent performance and customer satisfaction scores. Marbu stresses the importance of selecting trustworthy AI providers and starting with clear use cases rather than getting lost in the technological allure.

Marbue also provides actionable advice for businesses, emphasizing maintaining an open mind and a learning posture towards AI opportunities while recounting his own enlightening experiences. I personally loved the example he shared about how Sam's Club is using AI to improve the checkout process for customers.

Tune in for a deeply insightful dialogue that addresses how AI can not only solve existing problems but also unleash new possibilities for businesses to thrive in the next big disruption.

Meet Marbue

B. A. Marbue Brown is author of the book Blueprint for Customer Obsession and the Founder and CEO of The Customer Obsession Advantage (customerobsession.net), a firm dedicated to helping companies achieve extraordinary business results through customer obsession. 

He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. 

His expertise has been featured in premier media outlets, including The Wall Street Journal, The Washington Post, USA Today, Fox Business, CNN Business, CBS News, Yahoo! Finance, Forbes, The Baltimore Sun, The New York Post, Wharton Business Daily, and KTLA-TV.

The new book is The AI Mindset: Thriving in Civilization's Next Big Disruption.  You can find it here.

 

I'm excited to kick off season 3 with Rob Markey! It's his third time on the show, and I think you will see why I'm so excited about the insights he shares.

Rob is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and Company. He’s widely known for his work on customer loyalty and the development of the Net Promoter Score and System. 🌟

In this episode, we explore Rob's journey and his current role at Harvard, including his innovative approach to teaching customer experience management.

Here are 3 key takeaways you won't want to miss:

🔍 Service Business Design: Learn how understanding customer needs and crafting a value proposition around those needs can drive business success. From extermination businesses to banking, effective service design is crucial.

📈 Customer and Employee Management Systems: Dive into the importance of customer management systems that help customers navigate the business model and employee management systems that elevate and empower employees to deliver exceptional service.

💡 Learning and Adapting: Discover the power of customer feedback and how companies can adapt, innovate, and grow even in the face of market changes and challenges. A great example discussed was the untapped potential in effectively responding to customer praise.

🌟 Special Highlight: Rob shares fascinating insights from his classroom experiences and practical exercises, like the customer compatibility exercise and letter-writing campaigns to service organizations. These exercises show the powerful impact of customer communication and feedback.

Don’t miss out on this episode packed with actionable insights and thought-provoking discussions on modern customer experience management! Tune in now and transform your CX strategy. 🎧🔥

#CustomerExperience #CX #BusinessStrategy #HarvardBusinessSchool #Leadership #CustomerLoyalty #Podcast #NetPromoterScore #MarkSlatin

Dr. Forrest Morgeson, Interim Chairperson of the Marketing Department, Associate Professor in the Department of Marketing at Michigan State University, and former Director of Research at the American Customer Satisfaction Index (ACSI). With over two decades of rigorous research and numerous publications in top marketing journals, Dr. Morgeson shares his deep insights into the cyclical relationship between customer satisfaction and the economy.

Discover how economic fluctuations, global events, and energy prices intricately affect customer contentment, and why satisfaction decreased pre-COVID only to rebound post-pandemic. Dr. Morgeson provides a critical analysis of the Biden administration's efforts to enhance citizen satisfaction through executive orders, exploring the complexities that set governmental services apart from the private sector.

Join the discussion on common misconceptions, the importance of correlating customer satisfaction with ROI, and the challenges businesses face in capturing accurate data on satisfaction and churn. Learn why optimizing, rather than maximizing, customer experience is key to outpacing competitors, and what strategies can improve satisfaction and earnings across different industries.

Tune in as Dr. Morgeson shares practical advice for business leaders and reflects on his own career journey, providing valuable nuggets of wisdom for anyone interested in customer experience and satisfaction metrics. Don’t miss this opportunity to gain expert knowledge from a leading authority in the field.

Subscribe to the Delighted Customers Podcast on Apple, Spotify, and Amazon Music, and leave a five-star review to help us spread the word. New episodes drop every Thursday!

For more information on the topics discussed, visit the Michigan State University's marketing department website.

 

Meet Dr. Morgeson

Forrest V. Morgeson III is Associate Professor in the Department of Marketing, Eli Broad College of Business, Michigan State University. He also serves as the Co-Director of the Doctoral Program in Marketing. Dr. Morgeson teaches marketing management, marketing strategy, and marketing research courses to graduate students. Dr. Morgeson’s past position was Director of Research at the American Customer Satisfaction Index (ACSI), where he managed ACSI’s academic research and team of researchers, advanced statistical modeling and analysis, and the company’s international projects and licensing program.

Dr. Morgeson’s research focuses on customer satisfaction and customer experience measurement and management. His work also explores the marketing-finance interface, the impact of political identity on consumer attitudes and behaviors, and the impact of information technology on customer service delivery (e-commerce and e-government). His highly cited research (4,349 citations on Google Scholar) has been published in the leading journals in marketing, including Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of International Business Studies, Journal of the Academy of Marketing Science, Harvard Business Review, Journal of Retailing, Journal of Service Research, International Journal of Research in Marketing, and Journal of International Marketing, along with several publications in the leading journals in public administration and management.

Dr. Morgeson has recently published two books: Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust (Palgrave Macmillan, 2014), and The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction (Palgrave Macmillan, 2020). In addition, over the past 20 years

I first met Tom DeVries when he was giving a keynote at the 2024 CXM 360 Conference at Michigan State University. Tom took an unorthodox approach to the keynote by not talking for the first 5 minutes. What? Yup! He used non-verbals, videos, and audio cues to engage the audience.

Tom has built a successful design firm and has shifted his focus in the last 12 years to include customer experience. He is an expert in human-centered design and has worked with some of the biggest brands in the US.

He shares some invaluable wisdom in this episode including:

• CX Metrics vs. Genuine Improvement:
• Tom criticizes organizations for focusing too much on CX metrics rather than genuine improvements.
• Operational Changes for Better CX:
• He suggests that organizations should initiate changes at the operational level before implementing measurement systems.
• Transformative Change in CX:
• Tom speaks about the need for transformative change in CX.
• Adaptability in CX Roles:
• Tom notes the importance of learning how to learn and adapting quickly in the current business environment. How can CX leaders foster a culture of adaptability within their teams?
• Case Studies and Pilot Programs:
• Tom emphasizes using case studies and pilot programs to demonstrate CX improvements. He discusses some key elements that should be included in a case study to make it impactful
• Brand Behavior and Customer Perception:
• The episode discusses how a brand is defined by its behavior and how it is perceived through customer experiences.
• The episode touches on the idea that brands today compete for relationships rather than transactions. How can businesses effectively build and maintain strong relationships with their customers?
• Shifting from Mechanical to Ecosystem Thinking:
• He urges businesses to shift from mechanical to ecosystem thinking. In what ways can adopting an ecosystem mindset benefit an organization in today’s fast-paced environment?
• Storytelling in Brand Strategy:

The role of storytelling in brand strategy is highlighted in the episode.

The episode is loaded with useful insights; some of which challenge traditional CX approaches.

Meet Tom:

Tom DeVries is a creative, straight-shooting strategist with a reputation for crafting industry-leading products,

brands, and experiences. By fusing business, technology, and humanity, he creates solutions that hit hard, turn

heads, and boost bottom lines. As the founder of ThoughtFull, an award-winning design firm, and Crucx, the world’s simplest customer

experience operating system, Tom drives growth by liberating organizations and their customers from the ordinary.

One of the most challenging jobs is to change a culture that achieved success with legacy thinking. It all starts with trust, especially if you are a CX leader. Stuart Gilchriest is a Certified Customer Experience Professional (CCXP) who has worked in CX for 10+ years across multiple industries .

After starting his career in the hospitality industry in his native England, he transitioned into Customer Experience roles in the travel industry and became a respected voice on VOC program management, CX Strategy and Experience Design. He is most proud of helping Hertz achieve their only JD Power Customer Satisfaction wins in the past 20 years, in 2019 and 2020.

Stuart shares some practical applications in this episode including:

1. Community Support: Stuart emphasizes the importance of reaching out to communities for support when facing challenges.
2. The Forgetting Curve: Stuart discusses the "forgetting curve" by Ebbinghaus and the importance of reinforcing information through repetition. How can this concept be applied effectively within an organization to improve stakeholder engagement and information retention?
3. The Role of Repetition in CX: How do you ensure that key information and messages are consistently reinforced with your stakeholders to foster deeper relationships and ensure effective communication?
4. Change Management and ADKAR: The episode touches on change management models like ADKAR.
5. Building Trust: Stuart speaks about building and maintaining trust through practices like listening tours and the "emotional bank account" concept.
6. CX Roadmap: Stuart emphasizes the importance of a CX roadmap that addresses both short-term and long-term goals while aligning with stakeholder metrics.

This episode is packed with gems

Meet Stuart:

Stuart Gilchriest, a Certified Customer Experience Professional (CCXP) has worked in CX for 10+ years across multiple industries including hospitality, education, travel, vehicle rental (Hertz), and HR technology (UKG). He is currently Director of Sales Experience at Mercury Insurance, a mid-sized P+C insurance carrier based in Los Angeles, CA. He is passionate about the CX discipline and helping turn customer and agent insights into financial and operational success for Mercury.

After starting his career in the hospitality industry in his native England, he transitioned into Customer Experience roles in the travel industry and became a respected voice on VOC program management, CX Strategy and Experience Design. He is most proud of helping Hertz achieve their only JD Power Customer Satisfaction wins in the past 20 years, in 2019 and 2020.

Stuart holds a BA in Economics from the University of Nottingham in the UK, an MBA from Hult International Business School in Boston, MA, and a Certified Customer Experience Professional (CCXP) designation. He currently lives in Naples, FL with his wife Mayra, son Nicolas (21), daughter Mariana (5) and dog Chewy. He is a sport fanatic and has watched live sports on 5 continents (and counting), is an avid traveler (Colombia is a favorite destination), and is currently working on perfecting his homemade Indian curry recipes (the spicier the better!).

This week on The Delighted Customers Podcast, I’m thrilled to welcome Jeff Dickshinski, a Senior Product Designer and Design Lead at Microsoft. With a career spanning digital product development, creative management, and UX design for public-sector and Fortune 100 companies, Jeff brings a wealth of knowledge to the table.

At Microsoft, he leads the creation of mission-critical products for U.S. government and enterprise customers, leveraging human-centered design and UX research.

In this episode, we examine the shift from engineering-focused solutions to user experience-driven design. Here are four key takeaways:

👉 Embracing User Experience Design: Learn how to foster a cultural shift from engineering-centric to customer-centric solutions, including strategies for educating teams and securing leadership buy-in.

👉 Microsoft’s UX Journey: Gain insights into Microsoft’s UX maturity levels, diverse design groups, and the integration of UX into product development.

👉 Tools and Methodologies: Discover the “jobs to be done” framework and traditional personas, emphasizing the importance of understanding customer goals and emotions.

👉 Building a User-Centric Culture: Explore the value of cross-functional collaboration in creating a culture that drives better product outcomes.

Whether you’re a designer, developer, team leader, or CX professional, this episode is packed with actionable strategies to elevate your UX game.

Meet Jeff

Jeff Dickshinski is an award-winning product design professional with extensive experience in

digital product development, creative management, and visual design, for public-sector and

Fortune 100 companies. Currently, Jeff is a Senior Product Designer and Design Lead at Microsoft,

where he creates mission-critical products for U.S. government customers and internal enterprise-

level products, leveraging human-centered design, UX research, and ideation for innovative, end-

to-end experiences.

Prior to joining Microsoft, Jeff led the UX design consulting practice at LMI. He has also worked at

Marriott International and IBM. He holds a BA in psychology, from the University of Maryland at

College Park.

Tanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's brings years of experience in the CX world at one of the largest organizations in the world, Experian. Known as one of the big three credit bureaus, Experian Health is a major player in the healthcare market.

In this episode Tanya shares some great gems including:

• Customer Intelligence and Market Trends: Tanya emphasized the importance of gathering deep customer intelligence beyond just basic operational feedback. By understanding user behaviors within software tools, monitoring market and industry trends, and exploring customer pain points, organizations can better anticipate and meet evolving customer expectations. This intelligence is crucial for staying ahead in the market and continually disrupting sectors like healthcare, where incremental improvements can significantly enhance user experience.

• Mobilizing Action with Customer Insights: Tanya underscored the necessity of converting customer insights into actionable plans. It’s not enough to gather data; organizations must ensure it permeates throughout the company and drives accountability. One effective approach she highlighted was prioritizing key pain points and integrating them into the strategic priorities discussed by the executive leadership team. This ensures that actions are taken on feedback, and systematic improvements are made to enhance customer experiences.

• Collaborative Leadership and Influencing Change: Tanya discussed the importance of partnership and collaborative leadership in driving CX initiatives. Instead of trying to be the hero, it's more effective to be the guide. She shared how cultivating relationships with key stakeholders, including finance teams and executive leaders, and deeply understanding the business can help in getting buy-in for CX initiatives. By using data to support the narrative and speaking the language of business success, CX leaders can influence positive change and ensure that improvements are not only implemented but also aligned with the broader organizational goals.

Meet Tanya:

She is a strategic experience management leader driving customer focus and impactful change for over 15 years in roles spanning the retail and entertainment industry, financial services, and healthcare. She aspires to ignite those around her with a sense of purpose and to be an example of authenticity and integrity.

She has had a natural inclination toward creating seamless and delightful experiences, as well as an entrepreneurial spirit, for as long as she can remember. She would be the kid that wanted to pass out fresh fruit at garage sales or bring her own creative activities and supplies to babysitting gigs to ensure repeat business.

When she was old enough for "real jobs," she set her sights on companies like Nordstrom and Disney, which further fueled her relentless dedication to the customer and her curiosity for what makes some brand experiences stand apart from the rest. Along the way, she picked up an obsession with optimizing technology to increase efficiency, and she is addicted to the rush of collaborative problem-solving. Her greatest joy, however, comes from inspiring and motivating others toward their best work and being a force of positive momentum in everything she does.

Michael shares his impressive career journey that spans over 20 years in customer-facing roles, from the banking sector to an energy startup, and his impactful time as the SVP of Customer Experience at Figs, a notable direct-to-consumer e-commerce company specializing in medical apparel.

Michael shares the impressive story behind Figs—a company founded by two women who revolutionized the medical apparel industry and took the business public on the NYSE, all while growing to a $500 million enterprise paralleling athleisure brands like Lululemon.

We discuss the necessity for CX to be a unique differentiator in competitive markets, emphasizing the value of a superior customer experience in driving retention, referrals, and overall business growth. The discussion also touches on strategic planning for 2025, with a focus on justifying investments in technology and human resources in CX.

Michael offers practical advice on managing customer expectations, delivering consistent service, and creating memorable interactions through low-cost "surprise and delight" programs. He also dives into the challenges of subscription-based models and stresses the importance of educational opportunities for customer retention.

Listeners will also appreciate Michael’s personal anecdotes and wisdom, including financial strategies and life perspectives.

Tune in to this episode for a blend of professional expertise, actionable insights, and personal reflections that can help elevate your approach to customer experience and business growth.

Meet Michael:

Michael is a customer experience executive who cares deeply about wowing customers, exceeding goals, and developing future leaders. He is the Founder of Bair Consulting. He helps e-commerce and SaaS founders build customer experiences they are proud of and their customers love. Before starting his consultancy, he worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and DTC e-commerce. He has been a senior leader on 3 exits including a 2021 IPO. He has managed customer success, inside sales, customer support/service, and quality assurance teams. He has built teams from scratch to 100-plus people. He loves leading organizations with a customer-centric mentality and has been consistently recognized as a leader of people, culture, and values.

Meet Alek

Alek Catlett is a manager in EY's AI & Data consulting practice, where he has worked for the past 4 years. Alek helps his clients solve complex problems where the customer and data meet. Prior to EY, Alek spent 6 years at Tailored Brands, parent company to Men's Wearhouse, Jos. A. Bank, and Moores. Alek is also a graduate of the first Masters of Science in Customer Experience Management in North America from Michigan State University.

Tom Shimko, a seasoned expert in customer experience (CX) and marketing, to discuss the ROI of CX. Tom highlights the necessity of treating CX as a strategic imperative rather than a mere nicety. He unpacks the IDIC framework by Peppers and Rogers, emphasizing identification, differentiation, interaction, and customization as key steps.

Tom shares insightful case studies, including work with 1800 Flowers, AIG, and Prudential, demonstrating how targeted CX improvements can significantly enhance customer value and reduce attrition. He underscores the importance of aligning CX initiatives with senior leadership’s goals and understanding customer needs at every lifecycle stage to justify continued investment in CX efforts.

1. What are some misconceptions about proving the value of customer experience?
2. Addressing misconceptions helps CX leaders understand the critical elements that often go overlooked or misunderstood. Tom highlights the importance of measurable metrics in customer experience, which are essential for justifying investments and making informed decisions. It also helps shift the view of customer experience from being a "nice to have" to a strategic necessity.
3. How does the IDIC framework relate to the customer lifecycle?
4. Tom discusses the IDIC framework, which includes Identification, Differentiation, Interaction, and Customization. Understanding this framework allows businesses to segment their customers effectively, address their needs more precisely, and measure the impact of their strategies. By relating it to the customer lifecycle, Tom shows how this framework can be applied in real-world scenarios to enhance customer relationships and drive business growth.
5. Can you walk through some use cases from your experience to give leaders a blueprint for how they might identify opportunities to calculate the ROI of CX?

• Real-world examples and use cases provide practical insights and a blueprint for CX leaders. Tom's examples from 1-800-Flowers, AIG, and Prudential show how specific strategies can have a significant impact on business metrics like customer retention, revenue, and cancellation rates. These use cases offer actionable steps for leaders to follow and adapt to their unique contexts.

Meet Tom!

Tom Shimko brings a background of 20+ years of experience leading marketing, customer experience, and strategic planning in both senior management and consulting roles. 

These have included building and leading the consulting division as a Senior Managing Partner at Peppers & Rogers Group, Director of International Marketing at Prudential, Head of Marketing Intelligence and Customer Experience at GE Capital, SVP, Customer Retention and Loyalty at AIG, and as the Chief Marketing Officer at Pitney Bowes, Danbury Health Systems, and the DMA. 

His consulting clients cross B2B, B2C and Nonprofit sectors, and include organizations such as Acxiom, Oracle, 1800Flowers, Space.com, Jaguar, Wolters Kluwer, Rodale Publishing, the American Cancer Society, and the Young President’s Organization. 

Tom currently leads Shimko1to1.com, where he helps organizations to increase customer acquisition, improve retention, and grow customer value, by focusing on customer needs, potential value, and by improving the customer experience. 

Known for driving transformative growth, Tom excels in crafting innovative customer-centric strategies and leveraging data-driven insights, with a focus on action, impact and results. 

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer.

In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating diverse data sources to accelerate decision-making. She explains how CX leaders can leverage this approach to give executives real-time, actionable insights supporting strategic business goals.

Roxie also examines the repercussions of limited data access, which often results in CX being seen as a cost center rather than a strategic partner. She offers practical strategies for CX professionals to foster collaboration with IT and data teams and overcome technical and regulatory barriers to streamline data integration.

Finally, Roxie highlights the importance of aligning CX metrics with key operational and financial metrics. This alignment helps CX professionals communicate their value effectively to executives, fostering buy-in and elevating CX as a strategic asset.

• Listen in to discover actionable strategies to navigate data challenges and make a compelling case for CX at the executive level!

Meet Roxie

Roxie Strohmenger is an innovative, determined, and passionate award-winning CX Change Maker who believes great things don't happen in your comfort zone. With over 20+ years of experience, Roxie has a passion for designing and executing innovative CX transformation initiatives that are linked to operational metrics and financials to create differentiated, high-quality emotion-focused experiences that create, sustain, and expand customer loyalty. Roxie is currently a Principal Strategist at Heart of the Customer partnering with CX Leaders to deliver solid ROI and also serves as the Vice Chair on the board of directors for the Customer Experience Professionals Association (CXPA). Her expertise has also been featured in podcasts, webinars, and in the book, “Do B2B Better: Drive Growth through Game-Changing Customer Experience."

Seth is a legendary thinker and marketer known for challenging conventional wisdom. In this episode, he dives into his latest book, This is Strategy, offering fresh perspectives on how to craft and execute a powerful strategy in today’s fast-changing world.

Beyond just strategy, Seth explores the crucial connection between strategy and customer experience (CX), helping listeners understand why aligning these two elements is key to driving sustainable business growth. Whether you're a business leader, CX professional, or strategist, this episode offers actionable insights you can put into practice immediately.

Meet Seth!

Seth Godin is an author, entrepreneur and most of all, A teacher

Seth is an entrepreneur, best-selling author, and speaker. In addition to launching one of the most popular blogs in the world, he has written 21 best-selling books, including The Dip, Linchpin, Purple Cow, Tribes, and What To Do When It's Your Turn (And It's Always Your Turn). His book, This is Marketing, was an instant bestseller in countries around the world. His latest books are The Song of Significance and The Practice, and creatives everywhere have made it a bestseller.

Though renowned for his writing and speaking, Seth also founded two companies, Squidoo and Yoyodyne (acquired by Yahoo!).

By focusing on everything from effective marketing and leadership, to the spread of ideas and changing everything, Seth has been able to motivate and inspire countless people around the world.

In 2013, Seth was one of just three professionals inducted into the Direct Marketing Hall of Fame. In an astonishing turn of events, in May 2018, he was inducted into the Marketing Hall of Fame as well. He might be the only person in both.

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He’s worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience.

In this episode:

1. What do we do about the metric trap?

This question is essential because many organizations fall into the trap of over-focusing on metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) without necessarily improving the customer experience. Raj provides strategies and insights to avoid this trap, which can help organizations focus on actionable insights rather than just numbers.

1. How does operational data play into customer sentiment data?

Understanding how to integrate operational data with customer sentiment data is crucial for gaining a holistic view of the customer experience. Raj's explanation helps organizations realize that customer feedback alone isn't enough; it should be supplemented with operational metrics to drive meaningful actions that improve the customer experience.

1. What approach works best for making organizational change happen from a CX leader's standpoint?

This question is critical for anyone trying to drive customer-centric changes within their organization. Raj discusses different strategies like looking for quick wins, connecting insights to key corporate initiatives, and the importance of having allies. His advice provides a roadmap for CX leaders to effectively influence and implement changes that can significantly enhance customer experiences.

Join us for an engaging conversation as Raj shares practical tips and actionable insights.

Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen.

Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carolina Basnight Cancer Hospital, recently retired after advocating for patients, families, hospital staff and administration for the past 14 years.

Muss started in her role with the PFAC in 2009 with the hope of strengthening the relationship between patients, caregivers and their cancer care teams.

On this episode of The Delighted Customers Podcast, Loretta talks about some of the realities stressing our healthcare system and the impact on patients. She shares the immensely successful PFAC she launched for UNC's Cancer Hospital and we talk about how the model can be used to help businesses inside and outside of healthcare.

Here are three pivotal questions she answered, which we believe can reshape how we view healthcare:

1. How can caregivers' inclusion in advisory councils transform patient care?

Caregivers play a crucial role in the patient journey, often providing the most consistent care. Understanding their perspectives can lead to more holistic and effective healthcare solutions.

1. What strategies can be employed to prevent burnout among healthcare providers while maintaining high standards of compassionate care?

Burnout is a critical issue affecting healthcare providers worldwide. Addressing it is essential to ensure that providers can continue delivering the high-quality, compassionate care that patients need.

1. In what ways can personalized patient interactions improve overall healthcare outcomes?

Personalization in healthcare can bridge the gap between clinical efficiency and patient satisfaction. Exploring this can lead to better health outcomes and a more humane healthcare experience.

Curious about Loretta's insightful answers? Tune in to our latest podcast episode and discover how these questions and their answers can drive significant improvements in the healthcare sector. 

Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management practice and offered some actionable ways to overcome them.

In this episode Cyndi answered these questions and more:

• Do You Have a Clear Vision and Plan for Your Organization? Cyndi underscores the importance of having a clear roadmap for your organization’s future. It’s not just about the big picture—breaking it down into manageable, actionable steps that employees and stakeholders can understand and support is crucial for long-term success.
• Are You Iterating and Celebrating Small Wins? Cyndi believes that even the best plans will fall short without iteration. Starting small and making adjustments along the way allows for steady progress. By breaking long-term strategies into smaller, achievable milestones, you not only keep teams engaged but also create momentum by celebrating each victory.
• Is Your Approach Employee- and Data-Centric? Cyndi highlights the power of linking CX metrics to business data and effectively communicating these insights to stakeholders. She emphasizes the importance of understanding who owns the data and engaging champions within the organization to propel the CX strategy forward.

Meet Cyndi!

CYNDI LYON, CCXP

With nearly 30 years of industry experience, Cyndi Lyon is a trailblazer in the realm of customer

experience (CX). As the Vice President of Customer Experience Strategy at OTAVA, she is

leading a transformative shift towards a customer-centric model, ensuring that the customer is

always at the heart of every strategy through relentless focus on continuous improvement and

operational excellence.

Cyndi's dedication to CX is unparalleled. Recently, she earned her Master’s in Customer

Experience Management from Michigan State University, marking her as a pioneer in this

evolving field. Her expertise spans creating exceptional customer experiences, operationalizing

CX strategies, drive continuous improvement and fostering a customer-centric culture that

permeates every aspect of business operations. For Cyndi, the cornerstone of every successful

business is a deep understanding and genuine appreciation of the customer.

Cyndi's career spans product management, technology operations, professional services,

marketing, and more. This breadth of experience fuels her passion for delivering top-notch

customer experiences. Her drive for enriching product and service delivery is realized through

innovation, collaboration, process improvement, and organizational development.

Since joining OTAVA in 2018, Cyndi has built a legacy of success, leading the company’s

product, marketing, and business strategy, and heading the operations team to streamline

processes and systems. Her ability to build and inspire teams, coupled with her strategic

foresight, has been instrumental in OTAVA’s growth and customer satisfaction.

Outside of her professional life, Cyndi is a proud wife and mother of two teenage daughters. She

holds the prestigious CCXP certification and enjoys regularly participating in half marathons and

spending quality time with her family in Ann Arbor, Michigan.

One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives. 

It’s about storytelling with data…but how?

With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University’s Customer Experience Management Master’s program and a leader at Omnicom Health Group, offers unparalleled insights into this crucial aspect of business strategy. 

In this episode of "Delighted Customers Podcast," Katie shares compelling strategies and best practices for utilizing data visualization to enhance customer experience and drive executive buy-in.

Key Takeaways:

1. Customer Experience Improvements:

   - Pain Points in Banking: Katie highlighted how customers in banking and investment sectors often struggle with mobile check deposits and managing dormant 401(k) accounts. The complexity and inaccessibility of instructions lead to dissatisfaction. She shares best practices on how to solve for that.

2. Data Storytelling:

   - Katie's personal advice: Focusing on data storytelling and understanding audience incentives can significantly improve your professional influence. She walks through several illustrations of how to effectively tell stories with data.

3. Effective Data Visualization:

   - Importance for Executives: Visualizing data is essential for conveying insights quickly and clearly to senior leadership, facilitating swift decision-making. Katie shares common missteps and how to overcome them.

Meet Katie:

Katie has a passion for building highly-prized customer experiences. Throughout her marketing technology enablement career, she gathers multiple perspectives, analyzes data sets, forges a business vision and puts the initial concept into production using a test and learn mindset for continuous improvement of the product or process. Katie has been with Omnicom Health Group for three years as a leader in digital transformation and data analytics capabilities in the health care sector primarily supporting biotech and pharmaceutical marketing teams. 

Katie services clients with Omnichannel marketing solutions based on a framework and capabilities that she derived from years of marketing and data strategy experience. She is a Thought Leader enabling colleagues to upskill and speak marketing acumen underscored by data, data visualization and technology integration concepts. She shares a regular Data Coffee Talk with colleagues on all topics data in marketing including how AI is changing the advertising business.

She began her career at Ernst & Young leading application development, business analysis, roadmap visioning and emerging technology teams. Katie earned an MS degree from MIT in the Management of Technology. Her undergraduate degree is from Smith College with a BA in Computer Science and Economics double major. 

Katie is an active alum with both of her alma maters. She spends her free time soaking up the sun as an avid beachgoer, consuming fiction and shuttling her teenage daughter to activities. 

Additionally, Katie is a Faculty Instructor for MSU’s MS in CXM degree. She teaches Data Analysis, Data Integration and Data Visualization as part of the program.

A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of getting off the respirator is not how much his nurses know, but rather how much they care?

A 75-year-old woman is heroically saved by a major trauma center, only to be discharged and fatally struck by a car while walking home from the hospital. Could a lack of compassion from the hospital staff have been a factor in her death?

Compelling new research shows that health care is in the midst of a compassion crisis. But the pivotal question is this: Does compassion really matter?

In Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference, physician scientists Stephen Trzeciak and Anthony Mazzarelli uncover the eye-opening data that compassion could be a wonder drug for the 21st century.

This episode is packed with practical insights and ROI evidence for customer experience investment.

Join me and my guest, Dr. Stephen Trzeciak, author, Ted Talk speaker, and, oh yeah, Chief of Medicine at Cooper University Healthcare.

In this episode:

• Evidence-Based Compassion: Compassion in healthcare isn’t just a moral imperative; it has measurable, impactful benefits. Studies show that even a 40-second compassionate intervention can significantly reduce patient anxiety.
• ROI of Compassion: Compassionate care doesn't just improve patient trust and outcomes; it also positively affects hospital revenue, reduces staff turnover, and enhances overall service quality. Compassionate hospitals achieve better patient loyalty and team cohesion.
• Combatting Burnout: Dr. Trzeciak highlights the inverse correlation between compassion and burnout. Genuine, compassionate relationships are key to fostering resilience and well-being among healthcare providers, ultimately improving team retention and reducing costs related to high turnover.

Meet Dr. T

Stephen Trzeciak, MD, MPH is a physician scientist, the Edward D. Viner Endowed

Chief of Medicine at Cooper University Health Care, and Professor and Chair of

Medicine at Cooper Medical School of Rowan University in Camden, New Jersey. Dr.

Trzeciak is a practicing intensivist (specialist in intensive care medicine), and a clinical

researcher with more than 100 publications in the scientific literature. His scientific

program has been supported by research grants from the National Institutes of Health

and the Agency for Healthcare Research and Quality, with Dr. Trzeciak serving as

Principal Investigator. Dr. Trzeciak is the co-author of two books, Compassionomics:

The Revolutionary Scientific Evidence that Caring Makes a Difference (2019), and

Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine

for Yourself (2022). Broadly, Dr. Trzeciak’s mission is to raise compassion globally,

through science.

Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to quality, and the lasting impact of genuine human connections. The book celebrates employee-driven insights as key drivers of innovation and dives into the diverse career paths that fuel the CX ecosystem.

In this episode:

• Why this book offers CX leaders a fresh perspective on customer experience management
• How the contributing authors were selected
• A closer look at standout chapters with exclusive excerpts
• A teaser on my chapter about change leadership

This book is an essential resource for CX leaders and anyone passionate about advancing their understanding of customer experience management.

-----------------------

Show Notes:

Meet Karl

Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career, he has served in a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the Founder and CEO of HorizonCX, Karl offers professional services to organizations in two general categories.

• Small to medium-sized businesses aiming to begin the Customer Experience journey
• Large enterprises on the Customer Experience journey aiming to bring it to the next higher level

​

In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value.

​

Karl is steeped in the Customer Experience Management discipline, including developing customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence, and setting up metrics and measurement systems that help drive organizational return on investment.

Books: CX-PRO - Beyond the Basics: Advanced Insights for Customer Experience Professionals Paperback – September 10, 2024

by Karl Sharicz (Editor)

https://www.amazon.com/CX-PRO-Advanced-Insights-Experience-Professionals/dp/B0DD9L8BKC

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry.

Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX leaders face, particularly in getting executive buy-in, and how Jon's research demonstrates the outperformance of top-rated CX companies versus their lagging counterparts, even amid the pandemic's impact.

If you’re a CX practitioner, you should have this study in your toolkit and understand the trends over the 16 years of research. Spoiler alert - CX leaders outperformed laggards by 5.4x over 16 years!

In this episode:

• What’s the purpose and methodology of the CX ROI study?
• What makes it different from other studies?
• How can CX leaders use it to make the business case for CX?
• What are the DO’s and DON’T of applying the findings?
• How should business leaders approach the use of AI when it comes to CX strategies

-----------------------

Show Notes:

Meet Jon

Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle.

Jon is also the author of the Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach).

Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company.

Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University.

• Watermark’s Customer Experience ROI Study:  www.watermarkconsult.net/cx-roi
• Watermark’s Website:  www.watermarkconsult.net
• Jon Picoult’s Speaker Website:  www.jonpicoult.com

Books: https://www.amazon.com/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X

In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging. 

This experience inspired Guy to develop a solution that could improve communication not only for his parents but also for customers facing similar difficulties. Over time, this idea expanded and evolved, ultimately becoming Glassix—a company dedicated to improving the customer experience through advanced digital channels and messaging platforms. This journey from a personal challenge to a broader mission encapsulates the company's commitment to making customer interactions more seamless and accessible.

Guy was joined by his Head of Product, Yoad Rashti and his CTO, Boaz Katan as I stretched my podcasting limits with three guests at one time!

🔹 AI-Driven Efficiency and Personalization: Glassix is revolutionizing how businesses interact with customers through AI-driven features like conversation summaries, chatbot AI answers, and mood interpretation. These advancements allow for real-time personalized responses, significantly improving both customer satisfaction and agent efficiency.

🔹 Cross-Channel Communication: With integration capabilities across multiple platforms like WhatsApp, web chat, Facebook, and Apple, Glassix provides a seamless communication experience. This multi-channel approach ensures that customers can reach out through their preferred platform, making interactions smoother and more effective.

🔹 Customization and Security: Glassix's platform is not just powerful but also customizable and secure. Offering flexibility for various industries and compliance with standards like PCI DSS, the platform ensures that user data is protected while allowing teams to tailor solutions to their specific needs.

Catch the full episode for an in-depth discussion on how AI is shaping the future of customer experience and how you can leverage these innovations to boost your business! 🎙️

-----------------------

Show Notes

• Guy Shalom

CEO & Co-founder, Glassix

Guy Shalom is the CEO and Co-founder of Glassix, a leading software company revolutionizing

customer service with its omnichannel interactive communication platform. Under Guy's

visionary leadership, Glassix has become a pivotal player in the SaaS industry, providing

leading-edge digital solutions tailored to the needs of modern contact centers.

• Yoad Rashty

CTO& Co-founder, Glassix

Yoad Rashty is the Chief Technology Officer at Glassix, where his expertise in driving

• technological innovation and his deep understanding of customer experience technologies empower leading companies to deliver exceptional customer experiences. With a robust background in software engineering and a keen focus on integrating leading-edge artificial intelligence technologies, Yoad leads his teams in developing advanced, scalable, and a secure platform that enhances customer interactions for businesses globally.

• Boaz Katan

Head of Product at Glassix

Boaz Katan leads the development of an advanced omnichannel messaging platform designed to enhance customer experiences. With over 10 years of experience as a product designer in both startups and large corporations like NICE and NetApp, Boaz has a proven track record of designing complex B2B systems.

Contact Info:

For guest contact information, I recommend checking out the multiple platforms mentioned in the episode. You can reach out to the business through their:

- Website

- Web chat

- Facebook page

- WhatsApp account

- Apple account

If you prefer more direct contact information, you might want to visit the Glassix website or their social media pages for further details. 

www.glassix.com

Trust in CX: Lessons from the Executive Assistant to Ronald Reagan

In the latest episode of the Delighted Customers podcast, Peggy Grande shares her fascinating journey from a regular middle-class family to becoming the executive assistant to President Ronald Reagan. From her unlikely selection to be the executive assistant for Ronald Reagan to her touching farewell to the 40th President of the United States, her stories provide invaluable lessons in building trust, particularly through the lens of the trust equation. 

Here are some key takeaways:

Credibility: Peggy’s story emphasizes the importance of intuitive confidence and competence. She recalls, "I was young, yet I had to present myself as a voice of authority, even when I wasn't always completely confident in myself." This highlights that beyond technical skills, credibility is built by speaking confidently and being willing to take on tasks and make decisions quickly.

Reliability: Peggy demonstrated the immense value of dependability by always being present and prepared. She mentions, "I made it a habit to arrive at the office every day about a half hour before the office officially opened." Showing up consistently and anticipating needs is a cornerstone of reliability.

Intimacy: Building a safe space for confidential discussions and knowing when to offer empathy is essential. Peggy recounts a touching instance during Reagan's Alzheimer's battle, noting how she had to step in discreetly to help him finish a familiar story. This exemplifies psychological safety and the delicate balance of being supportive without undermining.

Self-Orientation: Selflessness in serving another's best interests can build profound trust. Peggy showcases this by emphasizing personalization in her tasks, such as learning Reagan's preferences and structuring his day accordingly. Her focus on others' needs over her own effectively strengthened her relationships and trustworthiness.

Show Notes:

Meet Peggy

Peggy Grande was Executive Assistant to President Ronald Reaganfrom 1989 – 1999, after he left the White House. She is author of the book, “The President Will See You Now: My Stories and Lessonsfrom Ronald Reagan’s Final Years.” She served as a Presidential appointee during the Trump Administration and considers it thehonor of a lifetime to have worked for two Presidents of the United States in both support and strategic roles.

Peggy is an international keynote speaker, TV and radio commentator, and widely published opinion writer in the US, UK,

Australia, and the Middle East. She was Chair of World for Brexit and was national spokesperson for a California ballot initiative. She

serves on the Board of Pepperdine University’s School of Public Policy and the Board of the Center for American Ideas.

Peggy is a graduate of Pepperdine University, mother of four grown children, and has two granddaughters.

LInkedIn: https://www.linkedin.com/in/kenpeterson/

Website: https://www.questionpro.com/us/?

---------

The Delighted Customers Podcast is sponsored by Better Help

Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement.

GenAI promises to change customer experience but what are the smartest strategies to create a win for the customer, a win for employees, while delivering on business outcomes?

Ken, a self-admitted geek and mathematician, shares his vision for the future and shared insights on practical applications.   

In this episode of The Delighted Customers Podcast, Ken answers these questions and much more: 

• How can companies be proactive in addressing customer feedback to prevent passive customers from looking for alternatives?
• What are some examples of AI tools, like those used by companies such as Target, that empower employees to assist customers more effectively?
• In what ways can AI contribute to customer retention, share of wallet, and add-on sales, as well as improve employee satisfaction?
• Why is it important for content to be curated and actionable when incorporating AI into customer experience, and how can companies ensure that employees are properly trained to use it?

Tune in to discover how integrating AI thoughtfully can revolutionize your customer service strategies. 

Episode Notes:

Meet Ken

Ken Peterson has over two decades of experience in the marketing research, retail, technology, hospitality and transportation industries with a recent focus on Big Data Business Insights, and SaaS deployments. This ties in with his long history of P&L responsibility and detailed understanding of improving business operations. He has had the privilege of helping clients in retail, hospitality, technology, travel, sports and media better understand how to make use of the vast quantities of data that is now available, but often underutilized and misinterpreted. He enjoys delivering relevant insights, fact-based execution and bottom-line results.

LInkedIn: https://www.linkedin.com/in/kenpeterson/

Website: https://www.questionpro.com/us/?

Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challenges but has also embraced a vision of sustainability and relevance in a competitive market, putting CX at the heart of the change.

Kristen instituted innovative programs like Connect 30, Branch Reimagined, Reach 2030, and Innovation Teams, to achieve breakthrough growth and impact Everence’s culture.

Here are three thought-provoking questions that Kristin's experiences and insights might inspire:

🔹 How can organizations go beyond traditional CX metrics like NPS and CSAT to deepen relationships with their customers?

🔹 What strategies can leaders employ to integrate empathy and genuine care into their customer experience, rather than just pushing products?

🔹 In what ways can financial institutions leverage unique offerings, such as charitable credit cards, to differentiate themselves in the market?

Tune in for a conversation filled with actionable strategies and inspirational leadership perspectives!

Show Notes:

Contact info: https://www.linkedin.com/in/kristenheisey/

website : https://www.everence.com/

Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood. 

Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals, burned out and short-handed physicians, and an increase in administrative load are a few of the challenges that doctors and medical staff face day-to-day.   

As a result, patients who are awaited results from diagnostic tests like mammograms have their anxiety rise and are left feeling like a number.

In this illuminating episode of The Delighted Customers Podcast, we dive deep into the art and science of patient communication with Rachel Hitt, MD. 

As the Medical Director of Patient Experience for the Tufts Medicine Integrated Network, and Division Chief of Breast Imaging for Tufts Medical Center, Dr. Rachel sheds light on the pivotal role of efficient care and effective communication in enhancing patient interactions. Discover how active listening, empathy, and breaking down complex medical jargon into digestible information can transform a patient's experience. 

1. Why are effective communication and efficient care essential in patient interactions?

2. How do empathy, active listening, and partnership with the patient contribute to communication in healthcare?

3. What are some strategies for breaking down medical information into understandable chunks for patients?

4. How can meeting patients where they are, including considering language barriers and providing interpreter services, improve patient experience?

The lessons that Dr. Hitt shares on this episode aren't limited to healthcare - after all, humans have the same needs regardless of the environment.

Improving Customer Loyalty through Martech and AI-Powered Solutions

 

Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. 

 

Whether you're a C-suite executive or a marketing professional, this episode will equip you with actionable strategies to deliver exceptional, personalized customer experiences.

Here are three pivotal questions Greg answered during our interview:

- How can companies efficiently organize and access vast amounts of customer data for better decision-making?

- What are the common mistakes in Martech implementation, and how can businesses avoid them?

- How does AI enhance—rather than replace—human work to improve both customer and employee experiences and drive business outcomes?

Subscribe to our show for more expert insights. Link in the comments!

Greg Kihlström - Biography

Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota. 

He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup.

He executive produces 5 business and marketing-related podcasts, including the award-winning The Agile Brand with Greg Kihlström, now top 5 on Apple’s U.S. marketing charts and in its 6th year with over 500 episodes and millions of downloads, which discusses marketing technology and its role in the customer experience with some of the world’s leading experts and leaders.

Greg is a contributing writer to Forbes, MarTech, CustomerThink, and CMSWire, and has been featured in publications such as Advertising Age, Business Insider, Financial Times, and The Washington Post. Greg has been named #1 on its list of the Top Global Marketing Thought Leaders by Thinkers 360, was named one of ICMI’s Top 25 CX Thought Leaders two years in a row, and a DC Inno 50 on Fire as a DC trendsetter in Marketing. He’s also participated as a speaker at global industry events and has guest lectured at prominent universities and colleges.

Resources This episode is sponsored by BetterHelp. Give online therapy a try at betterhelp.com/DELIGHTED and get on your way to being your best self. The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

 

Have you ever wondered how digital experience and AI can transform your customer interactions?

Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud management.

🎧 Check out the latest episode of The Delighted Customers Podcast where Andrew answers these burning questions:

👉 How can businesses seamlessly transition from digital to human interactions to meet customer needs?

👉 What are the challenges and benefits of expanding the digital component in customer experience?

👉 How can companies leverage AI to not only enhance the digital experience but also create growth opportunities?

Andrew’s expertise in building and scaling customer experience teams is unparalleled. Tune in to get actionable insights and drive your business forward! 

About Andrew Carothers, CCXP

Andrew Carothers, CCXP, is a senior Customer Experience leader helping companies build and scale organizations that increase customer adoption and retention, improve renewals rates, and drive growth. A founding member of Cisco System’s CX function, Carothers has built extensive strategic and tactical CX knowledge, including digital CX, partner programs, voice of the customer, customer-centric culture, and journey mapping. An eight-time International Customer Experience award winner, he frequently writes and speaks on CX topics, and co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection. He currently serves as a member of the Board of Advisors for the University of San Francisco’s School of Management Strategic Artificial Intelligence program.

Resources This episode is sponsored by BetterHelp. Give online therapy a try at betterhelp.com/DELIGHTED and get on your way to being your best self. The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transforming Workplace Culture Through Employee Experience

Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State University.  

From exploring the significance of breaking down organizational silos to hiring a chief experience officer, we'll discuss how these strategies can uplift your team's experience and ultimately benefit the customer. 

Our conversation also examines the pitfalls of disengaged leadership and the misconceptions CEOs often have about the value of HR and employee programs.

Dr. Killian and I will share personal stories, including an eye-opening experience at Starbucks, highlighting the direct link between employee satisfaction and a brand's reputation. 

Lastly, we'll tackle the challenges organizations face, from supply chain issues to tech problems and ineffective engagement surveys, and offer actionable advice for leaders navigating these turbulent waters.

James Killian, Ph.D. is Managing Director of Growth & Innovation at HSD Metrics, leading the category creation of Employee Experience Process Outsourcing (EXPO). He previously held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems and led several startups to record growth. In his role as an employee experience leader, Killian consults with highly complex global customers to help them navigate candidate attraction, employee retention, the criticality of technology in the future of work and collaboration, the importance of addressing diversity, equity, inclusion, and belonging at work and other drivers of employee engagement and experience. He is also a pioneer in "CrossXM" helping organizations successfully connect their EX and CX programs to make better data-driven business decisions.

Dr. Killian is also a professor in the Master of Science in Customer Experience Management (MS-CXM) program in the Broad College of Business at Michigan State University, and the author of over 50 published articles, conference presentations, and book chapters on the topics of leadership, assessment, employee engagement, and employee experience. He resides in the San Francisco Bay Area and is a serious fitness fanatic, foodie, and outdoor enthusiast.

Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

The Science of Sticky Ideas: Crafting Memorable CX Strategies

 

We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact.

 

From the death of traditional buttered “movie theater popcorn” to flip the pyramid when making your point, this episode is loaded with practical insights to help you tell stories that stick.

 

In this episode:

 

👉 How can transitioning from a "know it all" culture to a "learned all" culture foster genuine curiosity and continuous learning in your organization?

 

👉 What role does emotion play in B2B decision-making, and how can recognizing and incorporating it lead to more effective solutions?

 

👉 How can storytelling and envisioning future scenarios help in making more informed and impactful business decisions?

 

👉 What strategies can make your ideas sticky, memorable, and easily communicable within your team and to your stakeholders?

 

Tune in to gain insights from Megan Burns as she shares her expertise and experience! 📈✨

 

Megan Burns is a customer experience strategist, author, and keynote speaker who partners with Fortune 500 companies to build world-class customer experience programs.  

A world-renowned expert in CX transformation, Megan led ground-breaking research as a Vice President at Forrester for more than a decade. The architect of two of the most well-known CX frameworks—the Customer Experience Index and the Outside In Maturity Model—Megan’s insights have been featured in books like “The Power of Moments” by Chip and Dan Heath and dozens of publications like The Wall Street Journal, Inc. Magazine, AdAge, and CNBC.  

Megan has helped hundreds of corporate executives at companies like Microsoft, Workday, Akamai, FedEx, Verizon, and AT&T use CX to stay competitive, build loyalty, and accelerate growth in a customer-obsessed world. Her portfolio spans dozens of industries including B2B tech, financial services, healthcare, travel, logistics, manufacturing - even farming!  

Her wit and wisdom make Megan a popular speaker at events like the Wall Street Journal’s Experience Management Forum, CXPA Leaders Advance, the Chief Experience Officer Summit, and the Qualtrics X4 Summit. As a CX pioneer, she is regularly invited to judge industry awards like the CXPA Innovation Awards and World Customer Centricity Awards and to appear on popular podcasts like Voices of CX and CX Luminaries. After interviewing Megan, one host said: “I’ve never seen anyone with customer experience so deeply in their blood.”

Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

 

Ritz Carlton is not just a brand.  

It’s a brand that sets the bar for customer experience.

It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company.

We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry.

👉 What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today?

👉 The concept of “We are, ladies and gentlemen, serving ladies and gentlemen” is central to Horst's philosophy. How has this idea shaped the service standards in the hotel industry and beyond?

👉 What role does leadership play in creating an environment where employees are motivated to meet and exceed customer expectations, according to Horst?

👉 How does employee orientation contribute to the overall vision and success of an organization?

How Horst overcame a terminal cancer diagnosis that led him to a newfound faith and deeper appreciation for life and relationships.

From the legendary 24 principles, to “my pleasure” (Chick-fil-A got it from Horst), to a $2000 customer happiness fund for every employee, Ritz is the gold standard for CX excellence. 

A must listen for anyone who wants to learn from a true master.

🔊 Listen now and subscribe for more insights: https://www.empoweredcx.com/podcast

 

Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company, https://qrcd.org/5b23

Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions.  

Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology. 

Here are my 3 key takeaways from our conversation:

- **Embrace Technology for Customer Success:** Salesforce is leveraging AI to enhance customer experiences and improve sales; their collaboration with Gucci is a great example. The rise of AI and generative AI paves the way for more personalized and efficient customer interactions.

- **Core Values Drive Success:** Salesforce's commitment to values such as trust, innovation, equality, and sustainability is foundational. Their one-one-one philanthropic model (donating 1% of time, products, and profits) and V2MOM document, ensure alignment and a clear vision across the organization.

- **Passion and Lifelong Learning:** Phil’s advice to university students is gold – find your passion and be a lifelong learner. Passion fuels opportunity, and embracing failure is crucial for growth and learning.

Phil shared a number of practical applications on how you get to be “Technology Led and Customer Obsessed” on this episode of The Delighted Customers Podcast.

Phil Nanus is the Executive Vice President of Account Success within Salesforce's Customer Success organization. His team helps orchestrate the Salesforce customer experience and partners closely with Sales to create growth and value realization through strategic customer care.

Since joining Salesforce in 2021, Phil has focused on customer health by working to optimize adoption, customer expertise, and technical health, at every stage of the customer lifecycle. He is passionate about helping customers build trust and maximize value from Salesforce products while enabling career growth and development for members of the Account Success team. Prior to Salesforce, Phil spent over 20 years in SaaS, Enterprise Software and management consulting (Accenture, Symantec, Infor, TSIA).

Phil holds dual bachelor’s degrees from the University of Central Florida. He currently lives in Florida with his wife and three children.

Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

How Bilt Uses 3-D Instructions to Enrich Lives

“...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles there, you know, put the kids to bed and -okay, now let's go and assemble this in a bike and a play set and whatever, and expect it to be a very frustrating experience.”

Nate Henderson, CEO of Bilt, turned a problem into an opportunity.

With millions of users and partnerships with top brands like Apple, Weber, and the United States Air Force, Nate’s team is redefining traditional instructions through interactive 3D guidance. Here are three key takeaways from our discussion:

- **Empowering Users and Enhancing Brand Perception:**

Nate emphasized the importance of creating enriching experiences that not only empower users but also improve their perception of the brands they engage with. 

- **Addressing Talent Shortages in Manufacturing:**

One significant challenge in the manufacturing industry today is the talent shortage. Nate's company tackles this head-on by offering a unique, hands-on learning experience tailored for Generation Y and Generation Z. 

- **Future of Immersive Training with Apple Vision Pro:**

Looking ahead, Nate shared his excitement about the potential of Apple Vision Pro in creating fully immersive environments for training and entertainment. He believes this cutting-edge technology will soon become the preeminent tool for training and enablement, eventually leading to extended reality through smaller, more accessible headsets or glasses.

Nate Henderson is chairman and CEO of BILT Incorporated, a SaaS company he co-founded in 2015. Under his leadership, BILT has grown from an idea to improve assembly instructions into a user experience revolution fundamentally changing the way professional technicians and consumers interact with the brands and products they buy. 

BILT’s 3D Intelligent Instructions® transform paper manuals and videos into fully manipulable immersive guides. Hundreds of brands and manufacturers deliver next-generation training on BILT for the assembly, installation, and maintenance of thousands of products. 

BILT is proven to reduce errors, rework, and calls to support while improving efficiency, productivity, and user sentiment. The award-winning BILT app is available worldwide in 12 languages on iOS, Android, Microsoft, and now visionOS for Apple Vision Pro.

Prior to BILT, Nate spent 17 years at SAP where he filled various roles in product management, consulting, sales, and innovation programs. He graduated from Brigham Young University with a BS in manufacturing engineering technology and the Thunderbird School of Global Management with an MBA in international business. 

Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress.

Patty Soltis, CCXP, shares her wisdom from decades of experience leading change in great brands like Neiman Marcus, Lord & Taylor, The Moffitt Cancer Center, and now in her role as a Senior CX Manager at Upwork.

In this episode:

• Leading with Empathy
• The Role of Emotions in Decision-Making
• The importance of Detailed and Granular Information
• Servant Leadership
• Navigating Organizational Success

Learn how to treat your employees like your customers to improve the experience for your customers.

This episode is filled with practical tips and wisdom from a CX thought leader who has been there and done that and is still making a difference!

Resources

Register for the next Trusted Guide Roadmap™ Master Class Special Podcast Offer Valid through June 5, 2024 here: https://www.empoweredcx.com/delighted

The Delighted Customers podcast website: https://www.empoweredcx.com/podcast

Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/

Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Do we make buying decisions as individuals or individuals who are part of a group?

 The answer may surprise you.

Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades.

His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers.

We discuss how consumers perceptions of their social identities impact their brand loyalty, and ultimately, bottom line results.

In this episode we explore: 

👉 How social identity impacts buying decisions

👉 How to design experiences that connect with consumers social identity

👉 Where most companies get it wrong

👉 Strategies on how to understand social identity and design experiences that earn customer loyalty

Resources

Register for the next Trusted Guide Roadmap™ Master Class Special Podcast Offer Valid through June 5, 2024 here: https://www.empoweredcx.com/delighted

The Delighted Customers podcast website: https://www.empoweredcx.com/podcast

Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/

Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company