#158 The Art of Communication: Delivering Difficult News with Compassion
Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician’s own well-being? It’s a burning question…
#157 The Anxious Generation
What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse,…
#156 Turning Data Into CX Impact: Storytelling That Sticks
What’s stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode,…
#155 The Evolving State of Customer Experience: Insights and Future Trends
What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the…
#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism
What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn’t…
#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience
What happens when your company’s reputation—and your customers’ trust—hangs by a thread? Are you ready for a moment when a…
#152 Toyota’s Secret Weapon: Applying the A3 and Nemawashi for Customer Loyalty
What if the real secret to customer loyalty and transformation isn’t just about great ideas, but about how you build…
The Generous Leader: 7 Ways to Give of Yourself for Everyone’s Gain
What if the real secret to exceptional leadership isn’t control, charisma, or even performance—but generosity? Could the “soft stuff” like…
# 150 Delta’s AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers?
Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation? That’s the burning question I…
#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service
What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an…
#148 Rethinking AI Strategy in Customer Experience
Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting “FOMO” drive your…
#147 Five Shoes for Change: Mastering Leadership Through Rapid Transitions and Change Management
What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all…