Navigating the Customer Experience
Business & Finance
About
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
Episodes
- Episode 271 - The Human Element Behind AI-Powered Copywriting
Jon Benson, creator of the VSL format, shares his experience at the intersection of AI and persuasion science. He discusses the limitations of current AI-generated copy and his philosophy of "HI meets AI," blending human intelligence with…
- AI Search Optimization & Personal Branding in the Age of AI with Jimi Gibson
In this episode, Jimi Gibson joins host Yanique Grant to discuss the impact of AI on business visibility. They cover the transition from traditional SEO to AI Search Optimization, the importance of personal branding for business growth, an…
- 269: Faith Over Fear: Leading with Humanity in the Age of AI with Victoria Mensch
Victoria Mensch, Founder & CEO of the Silicon Valley Executive Academy, discusses evolving leadership in the age of AI. She emphasizes self-responsibility, curiosity, continuous learning, and reframing failure, advocating for a focus on hu…
- 268: The Trust Index: Building an Ecosystem of Trust From the Inside Out with Gal Borenstein
In this episode, Gal Borenstein shares insights on building trust and brands in the digital and AI era. He discusses the erosion of trust due to automation and the importance of internal alignment for external credibility, referencing his…
- 267: The CX Imperative: 5 Critical Practices for Making Customer Centricity a Core Business Value with Mark Fithian and Jeff Rosenberg
Mark Fithian and Jeff Rosenberg, cofounders of the consulting firm WideOpen, discuss their book "The CX Imperatives." They share insights on making customer centricity a core business value through five strategic practices: understanding c…
- 266: Leading From the Inside Out: Voice, Peace, and the Power of People with Jeremie Kubicek
Send us Fan Mail In this episode of Navigating the Customer Experience , we sit down with Jeremie Kubicek , a powerful communicator, serial entrepreneur, and co-founder of GiANT, a global leadership development company. Jeremie is the auth…
- 265: Why Feelings Drive Growth: Emotional Equity, Belonging & Brand Transformation with Jean-Pierre LaCroix
Send us Fan Mail In this episode of Navigating the Customer Experience , we sit down with Jean-Pierre LaCroix—President and Chief Strategy Officer of SLD, brand visionary, author, and creator of groundbreaking tools such as the Trust Ladde…
- 264: No One-Size-Fits-All CX: Ty Givens on Playbooks, People and Performance
Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Ty Givens, the dynamic Founder and CEO of CX Collective, a consultancy known for building customer experience programs that scale while still feeling…
- 263: Empowering Teams and Elevating CX with Jamie Homen
Send us Fan Mail In this episode of Navigating the Customer Experience, we dive deep into the career and mindset of Jamie Homen, a seasoned customer experience (CX) leader with over 20 years in the industry. Now leading CX at Mural, an AI-…
- 262: You Miss Every Shot You Don’t Take: Evan Siegel on Innovation, Leadership & AI-Driven CX
Send us Fan Mail In this episode of Navigating the Customer Experience , we sit down with Evan Siegel, Vice President of AI at eGain, where he leads the development of next-generation AI-powered conversational guidance. With a rich backgro…
- 261: Why Your Brand Isn’t the Hero — Your Customer Is with Greg Logan
Send us Fan Mail Greg Logan: The Power of Storytelling – Turning Brands into Blockbusters In this episode of Navigating the Customer Experience , we are joined by Greg Logan, a global leader in brand storytelling who has spent over 30 year…
- 260: All Business Is Personal: Joseph Michelli on Human-Centered CX, AI, and the Future of Customer Experience
Send us Fan Mail In this episode of Navigating the Customer Experience , we welcome back Joseph Michelli, a certified customer experience professional, New York Times and Wall Street Journal #1 bestselling author, and internationally sough…
- 259: CX Beyond the Hype: Global Survey Insights, Outsourcing Strategies & Leadership Lessons with Peter Ryan
Send us Fan Mail In this episode of Navigating the Customer Experience , we are joined by Peter Ryan, President and Founder of Ryan Strategic Advisory, is recognized globally as one of the foremost experts in customer experience (CX) and b…
- 258: Leading CX with Insight, Influence, and Innovation with John McCahan
Send us Fan Mail In this episode of Navigating the Customer Experience , we are joined John McCahan who is a Customer Experience and Service Executive Leader who has transformed CX across industries including automotive, banking, logistics…
- 257: Dare to C.A.R.E: Unlocking Your Human Potential and Purpose-Driven Customer Experiences Carmen Vlasceanu
Send us Fan Mail In this compelling episode of Navigating the Customer Experience , we are joined by global hospitality executive, author, and social entrepreneur Carmen Vlasceanu . With over 25 years of experience in hospitality, aviation…
- 256: Built from Grit: Jay on Customer Experience, Reinvention, and Radical Integrity with Jay Sapovits
Send us Fan Mail In this compelling episode of Navigating the Customer Experience Podcast, we speak with Jay Sapovits, a dynamic and resilient entrepreneur with a flair for reinvention. Jay’s journey began with a bold move across the count…
- 255: Reimagining the Voice of the Customer: How Hark is Humanizing Customer Communication with Fran Brzyski
Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Fran Brzyski, CEO and Co-Founder of Hark , the leader in video and audio-driven customer feedback. With over a decade of experience in CX and Voice of…
- 254: The CX-AI Connection.....Redefining Customer Journeys with Smart Tech with Eric Karofsky
Send us Fan Mail In this episode of Navigating the Customer Experience, we’re joined by Eric Karofsky , an award-winning expert in customer experience (CX), user experience (UX), and employee engagement, and the founder of VectorHX , a hum…
- 253: The Buy-In Advantage: How Great Leaders Inspire Teams, Drive Engagement, and Create Meaningful Workplaces with Dave Garrison
Send us Fan Mail In this powerful episode of Navigating the Customer Experience, we sit down with Dave Garrison, leadership strategist, former CEO, and author of The Buy-In Advantage: Why Employees Don’t Care – and What Great Leaders Do to…
- 252: Collars & Co. and the Art of Obsession: Building Customer Loyalty from Scratch with Justin Baer
Send us Fan Mail In this episode of Navigating the Customer Experience, we talk with Justin Baer, an entrepreneur passionate about blending comfort and style into professional wear. Justin shares his journey from a tech-focused entrepreneu…
- 251: Revolutionizing Commerce Through Video: Insights from Eitan Koter on Social Commerce, Shoppable Videos, and Building Brand Loyalty with Eitan Koter
Send us Fan Mail In today’s episode of Navigating the Customer Experience with Eitan Koter. Eitan Koter, Co-founder and Co-CEO of Vimmi, has a rich background in the tech sector, particularly in video commerce, digital marketing, and socia…
- 250: Putting Customers at the Heart of Your Goals: A Guide to Customer-Centric OKRs with Josh Seiden
Send us Fan Mail In today's episode of Navigating the Customer Experience with Josh Seiden. Josh’s insights emphasize that customer-centricity is a journey requiring both leadership and employees to adopt new ways of thinking and working.…
- 249: Building Strategies That Stick: Insights on Customer Experience and Personalization with Laura Richard
Send us Fan Mail In this episode, we dive deep into the insights of Laura Richard, a Principal at Level5 Strategy and a leader committed to enhancing customer experiences. With a background in health sciences, Laura transitioned into manag…
- 248: Harnessing Data for Better Human Capital Decisions: Insights on HR Analytics with Keith Goode
Send us Fan Mail In today's digital landscape, the exponential growth of data presents unique challenges and opportunities for organizations. Keith Goode, a leader in human capital management and business intelligence, emphasizes the signi…
- 247: Cozy Conversations - Yanique on Embracing Courage in Life, Service, and Personal Growth
Send us Fan Mail In this solo episode of "Navigating the Customer Experience," host Yanique Grant reflects on her podcasting journey and offers encouragement to those considering starting their own. With 245 episodes under her belt and a r…
- 246: Transforming Customer Experience with Data and Digital First Strategies with Andrew Carothers
Send us Fan Mail Andrew Carothers is a Senior Customer Experience Leader and a CCXP who has significantly shaped the field of customer experience (CX). His career began in public relations, where he worked both in agencies and in-house. He…
- 245: Navigating Life's Journey: Balancing Mind, Body, and Spirit for Personal and Professional Success with Rusty Rueff
Send us Fan Mail In this episode of Navigating the Customer Experience , host Yanique Grant interviews Rusty Rueff, a seasoned leader with a diverse career in entertainment, talent management, and philanthropy. Rusty shares insights from h…
- 244: From Service to Software: Creating a Customer-Centric Knowledge Base with KnowledgeOwl with Marybeth Alexander
Send us Fan Mail Marybeth Alexander has been the Knowledge Goddess and Chief Executive Owl at KnowledgeOwl since she co-founded the company with Pete in 2015. As KnowledgeOwl’s CEO, she's responsible for embodying KnowledgeOwl's mission an…
- 243: Building Strong Cultures and Empowering CEOs: Insights from Bob Carrothers
Send us Fan Mail Bob Carrothers has 29 years of experience, he facilitates peer-to-peer boards of CEOs and executives, creating environments conducive to skill enhancement, informed decision-making and superior results. Bob is certified as…
- 242: Mastering Geofencing for Small Business Growth with Ernesto Cullari and Barbara Wardell
Send us Fan Mail Barbara Wardell and Ernesto Cullari run an agency that focuses on geofencing. This embraces a growth hacker mindset that strategically focuses on identifying and amplifying their clients’ strengths while pinpointing weakne…
- 241: Mastering Sales Through Customer-Centric Mindsets: Insights from Alan Versteeg
Send us Fan Mail Alan Versteeg , an engineer turned sales management expert, initially approached the sales world with skepticism, but soon turned it into a thriving career by applying the engineering principles of cause and effect to sale…
- 240: Elevating Customer Experience: Neil Leyland on AI, Machine Learning, and Transforming Contact Centers with Neil Leyland
Send us Fan Mail Neil Leyland is a Chief Contact Center Strategist at InterVision , and he is an exceptional PMP and six Sigma black belt certified senior-level program leader and a proven problem-solver. A highly motivated achiever with a…
- 239: Navigating Burnout, Building Resilience, and Fostering Relationships for Success with Dr. Eric Recker
Send us Fan Mail Dr. Eric Recker is a dentist, husband, father, keynote speaker, Elite Success Coach, author, pilot, mountain climber and recovering triathlete. In his second half of life, he is committed to helping people shorten the dist…
- 238: Mastering Software Reliability with Daniel Ruby
Send us Fan Mail Daniel Ruby is a VP of Marketing at Nobl9 . Ruby is a dynamic marketing executive with a focus on B2B marketing, and has significant experience building teams and driving successful, data-driven programs for a range of sta…
- 237: Empathy and Innovation in Customer Success with Irina Vatafu
Send us Fan Mail Irina Vatafu has nearly a decade of experience in customer-facing roles, she is deeply passionate about working with people, and dedicated to ensuring every customer feels valued and respected. Currently serving as the Hea…
- 236: Elevating Client Relationships: The Power of Thoughtfulness, Kindness, Caring and Empathy with Richard Weylman
Send us Fan Mail Richard Weylman was orphaned at age 6 and he lived in 19 foster homes and attended 11 different schools. Rather than becoming the victim of those circumstances, he overcame them and he has had remarkable business success,…
- 235: Unveiling the Trends from Broadridge's 6th Annual CX and Communications Consumer Insight Survey with Debbie Miglaw
Send us Fan Mail Debbie Miglaw is Head of Digital Solutioning & Business Development at Broadridge. She and her team of digital sales specialists, solutions architects and business analysts are responsible for consulting with clients to de…
- 234: Transforming Customer Experience: Joel Passen on AI, Innovation, and Leadership with Joel Passen
Send us Fan Mail Joel Passen is a proven technology entrepreneur and leader with 20+ years of success creating value and driving measurable results at the intersections of sales, business development, product strategy, operations and custo…
- 233: Practical Frameworks and Future Insights for Elevating Customer Experience with Alan Williams and Dave Stubberfield
Send us Fan Mail Alan Williams is the founder of SERVICEBRAND GLOBAL and advises business leaders internationally to deliver value driven service. Dave Stubberfield is the director of Carter Consultancy and specializes in enabling cultural…
- 232: Embracing Technology and Human Connection in Customer Experience with Vaishali Dialani
Send us Fan Mail Vaishali Dialani is a multi-award-winning Customer Experience professional in the Middle East, has been recognized as a CXPA Emerging Leader, a finalist for CX Leader of the Year 2023, and has been ranked among the top CXM…
- 231: Data-Driven Sales Excellence: Insights from 'Data and Diagnosis-Driven Selling' with Robert Scarperi
Send us Fan Mail Robert Scarperi , Bob has been a leader in professional services, SaaS, financial services, ad tech mar tech, and management consulting for 32 years. His company, Revenue Vision Partners is the industry's leading data-driv…
- 230: Strategies for Customer Success and Retention with Rachel Stanley
Send us Fan Mail Rachel Stanley came to Banzai in 2019 with over 10 years of SaaS onboarding, training, implementation, consulting, e-Learning, customer success, adoption and support experience. When Rachel joined Banzai, Customer Success…
- 229: Embracing Change and Mastering Entrepreneurship: Insights from Editor-in-Chief of Entrepreneur Magazine with Jason Feifer
Send us Fan Mail Jason Feifer is the editor in chief of Entrepreneur Magazine, a nonstop optimism machine, and a widely recognized authority on business and how people navigate change. He is the author of the best-selling book Build For To…
- 228: Decoding the 5 C’s of Effective Communication: Insights from a Relational Intelligence Expert with Steve Cockram
Send us Fan Mail Steve Cockram is an inspirational communicator, serial entrepreneur, confidant to elite leaders around the world and co-creator of the world's premier “Leadership Toolkit”. He has co-authored The 100X Leader , 5 Voices and
- 227: Exploring the Spectrum of Leadership: From Visionary Insights to Introverted Strengths with Darby Vannier
Send us Fan Mail Darby Vannier , with over 20 years of experience, is a seasoned leader adept at building and growing organizations. As President & CEO of Indispensable Leadership Group, he excels as an executive coach, consultant, speaker…
- 226: Unlocking Success: Conversations with Barry Klein on Cultural Alignment, Recruitment, and Customer Service Delivery with Barry Klein
Send us Fan Mail Barry Klein is Vice president of Success and Enablement at Austin-Based Talroo, the data driven job and hiring event advertising platform that helps businesses reach the candidates they need to build their essential workfo…
- 225: Passion, Persistence, and the Power of Storytelling with Cynthia Kay
Send us Fan Mail Cynthia Kay founded Cynthia Kay and Company media production which produces high-quality communications for organizations from Fortune Global 100 to small business. A graduate of Michigan State University, Kay holds a mast…
- 224: Empowering Customer Connections: Insights and Innovations in Customer Experience with Serena Chan
Send us Fan Mail Serena Chan is a Research Advocate at Dovetail with a background in exploratory and UX research. She plays a pivotal role in crafting memorable experiences for customers, advocating for them within the company and partneri…
- 223: Transforming Loyalty Programmes with Innovation and Trust with Len Covello
Send us Fan Mail Len Covello , Chief Technology Officer (CTO) at Engage People, leading the long-term technology vision of the company and is responsible for driving continued innovation in the loyalty sector. He is an innovator in the tec…
- 222: Embracing Fun for Business Success: The Fun First Strategy with Pete Kusiak
Send us Fan Mail Pete Kusiak is the franchise guru who knows how to bring the fun into business. With a track record of success owning and coaching franchises for over 20 years, Pete's innovative strategies have transformed businesses, boo…