#135 Emotional Imprinting and the Future of Experience Management
Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based…
#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…
#133 Future of Agentic AI: Transforming Customer Journeys
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…
#132 David vs. Goliath: Competing with the Big Banks on Customer Experience
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…
#131 Humanity at Scale: Bruce Temkin’s Vision for the Future of Leadership
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,…
#130 The Power of Referrals: A Classic Episode Revisited
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…
#129 First Look: AI Hosts Dive into the Trusted Guide Roadmap™ Master Class
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…
#128 Navigating the Power Core: A Strategic Approach to Customer Experience
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…
#127 Balancing AI and Human Interactions
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…
#126 Conquer Churn with Journey Mapping: Strategies for Customer Retention
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…
#125 Inside LinkedIn: Designing Value for Members and Customers
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…
The Secret Ingredient to Customer Delight
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,…