My Courses
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Expert Mode: Scaling Authenticity—How H&H Bagels is Growing Without Losing Its New York Soul
H&H Bagels isn’t just a bagel shop—it’s a cultural institution. Whether you know it from Seinfeld, Sex and the City, or your own morning walk on the Upper West Side, the brand has always been iconically New York. But what happens when a brand that’s inseparable from its hometown tries to scale nationally? Can you…
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Optimizing e-commerce returns for profit and sustainability
The management of product returns is often viewed through a negative lens, focusing on the costs and logistical challenges they present. However, as discussed in the podcast with Katherine Lehman, returns can be reframed as a strategic advantage. By prioritizing the customer experience, enhancing operational efficiency, and embracing sustainability, businesses can transform returns from a…
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MarTech: Driving growth through data: Optimizing the retention stage
This article was written by Greg Kihlström for MarTech. In this final article in the series, we’ll uncover how data can play an impactful role as we engage and retain existing customers, ideally turning them into lifetime loyal supporters of our brand and advocates to their friends, peers and colleagues.
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#674: The continued evolution of e-commerce with Eitan Koter, Vimmi
With the rapid rise of shoppable video, AI-driven recommendations, and immersive technologies like AR and VR, are traditional e-commerce strategies becoming obsolete? Today, we’re joined by Eitan Koter, Co-Founder and …
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Integrating Brand Identity into Agentic AI
The integration of artificial intelligence (AI) into customer experience strategies is not just a trend; it is a necessity for brands aiming to maintain relevance and foster meaningful connections with their customers. The interview sheds light on the transformative potential of AI-driven agents, particularly in the telecommunications sector, where the need for personalized and efficient…
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#134 “It’s Not About the Coffee”: A Starbucks President’s Recipe for Delighting Customers with CX
“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…
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Expert Mode: What Business Can Learn from Improv—and Why It Might Save Your Culture
When most people hear the word “agility,” they think of Scrum boards, KPIs, or digital transformation. Mark DeCarlo thinks of something else entirely: comedy. More specifically, improvisational comedy—the art of thriving in chaos, saying “yes, and” instead of “no, but,” and listening deeply so the scene doesn’t fall apart. In DeCarlo’s world, agility isn’t a…
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#11: From OJ Simpson Case to Best Selling Author – Marcia Clark Shares Latest Real Crime Book Release and How Resilience Is Key to Success and Reinvention
Marcia Clark, best known as the lead prosecutor in the O.J. Simpson trial, has become a trailblazer for women in law and beyond. Her journey from courtroom to bestselling author reflects her resilience and determination to redefine herself amidst…
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#673: Predictive and proactive customer experiences, with Vinod Muthukrishnan, Cisco
Joining me today is Vinod Muthukrishnan, VP & COO of Webex Customer Experience at Cisco. Vinod is a leader in the future of customer experience (CX), helping organizations use AI to anticipate customer needs, deliver seamless automation, and create personalized interactions at scale.
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ServiceNow Unveils ServiceNow AI Platform
ServiceNow opened its annual customer and partner event, Knowledge 2025, by unveiling the new ServiceNow AI Platform to put any AI, any agent, any model to work across the enterprise. This next chapter introduces new innovations across the platform, along with deeper integrations with strategic partners like NVIDIA, Microsoft, Google, and Oracle to accelerate enterprise‑wide orchestration. Global…
