#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership
Are you unknowingly sabotaging your own well-being at work—and at home—by trying to fix everyone else’s problems? So many of us find purpose and validation in helping, supporting, and “solving” …
#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 for healthcare professionals everywhere, and the impact of getting it right goes far…
#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, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I…
#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, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams:…
#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 rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape? This episode digs…
#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 forgive? Is our political identity quietly fueling a new kind of “super loyalty” that’s transforming customer behavior,…
#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 crisis isn’t just possible, but inevitable? In this episode, I dive deep into one of the most critical topics for…
#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 consensus within your organization—before you make a single move? Too often, even the smartest strategies can get derailed by…
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 listening, empathy, and vulnerability truly drive the hardest results in business? In this episode of…
# 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 dive into with my guest, Dr. Peter Fader, on this episode of the Delighted Customers podcast….
#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 era dominated by AI and automation? That’s the burning question I dig into with my guest on this episode…
#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 next big tech investment? On this episode of the Delighted Customers podcast, I challenge leaders to think beyond…