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Send us a text In this episode of Navigating the Customer Experience, we sit down with Mark Fithian and Jeff Rosenberg, cofounders of WideOpen, a strategic customer experience (CX) consulting firm, and authors of the book The CX Imperatives: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. With more than 30 years of experience each, Mark and Jeff bring deep insight from working across industries including healthcare, technology, automotive, consumer goods, and professional services. Mark and Jeff share their professional journeys and the “red thread” that has guided their careers: a commitment to understanding customers as humans, not just data points. From early roles in marketing, operations, and consulting, both authors describe moments when they realized organizations often make decisions without considering how customers truly experience them. That realization ultimately led to the founding of WideOpen and the development of the frameworks outlined in their book. The conversation centers on The CX Imperatives and its purpose as a practitioner’s guide for CX leaders and professionals who already care about customer experience and want to embed customer centricity across the enterprise. Rather than focusing on one-off “wow moments,” the book emphasizes creating consistent, meaningful experiences across the entire customer journey that align with business strategy and drive growth and innovation. Importantly, the authors stress that the principles are industry-agnostic, applicable to both B2B and B2C organizations of all sizes. Mark outlines the book’s five strategic CX practices: Insights – deeply understanding customers as emotional, human beings, not just metrics;CX Strategy – aligning customer insights with business objectives to focus effort where it matters most;Blueprinting – translating strategy into operationally actionable designs;Operating Model – enabling cross-functional collaboration through roles, processes, and shared accountability; andCulture – ensuring employees understand, believe in, and are equipped to deliver the intended experience.Through real-world examples, including healthcare, Mark and Jeff demonstrate how engaging frontline employees and embedding CX into culture can generate both tangible outcomes (cost savings, growth initiatives) and intangible benefits (employee ownership, sustainability, and trust). The discussion also explores the connection between internal culture and external customer experience, with both guests agreeing that consistently poor CX is often a symptom of internal organizational challenges. They share practical advice for CX leaders navigating varying levels of leadership support, emphasizing the importance of meeting stakeholders where they are and addressing resistance with empathy and clarity. To bring CX to life, Mark and Jeff each share standout customer experiences—from thoughtful airline journey improvements to an unexpectedly empowering healthcare onboarding experience—illustrating how intentional design can transform how customers feel. The episode wraps with personal insights into the tools, books, and mindsets that inspire them today, reflections on why this is an exciting time for the CX discipline, and where listeners can connect with them and learn more about their work, workshops, and book. This episode is a must-listen for leaders and practitioners looking to move beyond surface-level CX and build customer-centered enterprises that deliver sustainable value for both customers and the business.

Send us a text 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 author of several influential leadership books, including 5 Voices, 5 Gears, The 100X Leader, The Peace Index, and his newest release, The Voice-Driven Leader. Jeremie shares his entrepreneurial journey and explains how years of building businesses taught him a critical lesson: while business plans and financial plans matter, it is the people plan that most often determines success or failure. Early in his career, he realized that people were often treated as liabilities rather than assets. This insight led him to dedicate his work to helping leaders understand, develop, and empower people so they can truly thrive. At the heart of the conversation is Jeremie’s new book, The Voice-Driven Leader. He explains that the most important role in any organization is the team leader—the person who leads people day-to-day. Using the metaphor of a “Sherpa,” Jeremie emphasizes that when a leader is healthy and self-aware, the team they lead is far more likely to be healthy as well. The book helps leaders understand their own voice, personality, and wiring, as well as the voices of those they lead, so they can communicate more effectively and create meaningful development plans. Jeremie outlines several core leadership principles, especially for those transitioning from peer to leader. These include learning to “speak the language” of others rather than forcing them to adapt to your style, clearly defining expectations and development paths, and guiding people through the discomfort of learning—what he calls the “pit of despair.” By understanding how people are wired and how they respond under stress, leaders can better support growth and avoid unnecessary breakdowns. The conversation also explores how communication has evolved, particularly across generations, and how small misunderstandings—tone, emojis, or short messages—can unintentionally damage relationships if leaders are not intentional and aware. Jeremie shares what excites him most right now: his focus on the idea that peace is power. He explains that leaders cannot give what they do not possess. If a leader is not at peace internally, their leadership and customer experience efforts will feel transactional rather than authentic. He introduces The Peace Index, a practical framework that helps individuals assess peace across five areas of life, reinforcing the idea that personal well-being directly impacts professional effectiveness. Listeners also hear about the tool Jeremie uses daily—the 5 Voices App, an AI-powered resource designed to help people navigate communication, relationships, and leadership based on personality dynamics. He recommends Unreasonable Hospitality by Will Guidara as a book that deeply influenced his thinking on journeys, employee experience, and customer experience. Jeremie closes by sharing simple yet powerful phrases he uses during challenging times, including “Choose joy” and “Call up, not out,” reminding us that leadership begins within. This episode is a compelling reminder that great customer experiences start with healthy, self-aware leaders who are alive, at peace, and intentional about how they show up every day. Connect with Jeremie Kubicek www.jeremiekubicek.com

Send us a text 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 Ladder and the Ideal Omni Experience Model. With more than 46 years of experience helping global organizations transform their retail, brand, and customer experience ecosystems, Jean-Pierre brings deep insight into what it truly takes to build emotionally resonant brands. Jean-Pierre begins by sharing his personal journey—from growing up on an Air Force base in Germany to working long days on his family’s farm, to discovering his passion for design at Sheridan College. Launching his first firm just two years after graduating, he eventually built SLD into a leading global strategic design agency. He then dives into his latest book, ThinkBlink Manifesto, which distills decades of experience into seven core tenets for creating emotionally connected brands. Jean-Pierre explains why emotional equity—not features, benefits, or promotions—is what customers respond to most deeply. The seven tenets include: Owning the Emotional MomentPersonifying the Emotional Value Through DesignCommunicating a Compelling Brand StoryUnderstanding Target Personas Beyond DemographicsCreating Belonging ExperiencesMeasuring What Truly Matters (Emotional Metrics)Future-Proofing the BrandJean-Pierre discusses how leaders can shift beyond pre-COVID thinking by embracing new metrics, strengthening community and belonging for employees and customers, and leveraging SLD’s newly launched ThinkBlink AI Assessment tool to evaluate emotional connection, differentiation, and future readiness. He also highlights companies that exemplify these principles—such as Apple, Harley-Davidson, and Canadian innovator Cineplex—organizations that have built loyalty and community through purpose-driven experiences. A voracious reader, Jean-Pierre shares the books that have shaped him most, including Blue Ocean Strategy, The Challenger Mindset, and Nudge. He also opens up about what he’s currently excited about: becoming a grandfather and being invited once again as a keynote speaker at the Financial Brand Forum. To close the episode, he shares his personal mantra for challenging times:  “Leadership is about seeing the opportunity in the challenges versus the challenges in the opportunity.” Connect with Jean-Pierre on LinkedIn or visit www.sld.com for tools, insights, and free resources.

Send us a text 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 human. With a career that began at just 18 years old, Ty walks us through her remarkable journey from her first customer service desk at Office Depot to leading global teams and eventually launching her own company nine years ago. Ty shares how an early promotion into workforce management shaped her analytical mindset and laid the foundation for her future leadership roles. After years of being called in to “fix” support operations, she recognized that real transformation requires more than one person—it requires systems, collaboration, and a dedicated team. That realization became the catalyst for starting CX Collective. One of her greatest rewards today is witnessing the tangible results of her team’s work—whether it's improving a help center’s searchability or strengthening an AI knowledge base. Ty describes herself as results-driven and energized by project-based outcomes that create long-term value for clients. Ty also opens up about the emotional challenges of leading support teams. Early leadership training at Intuit, combined with her MBA in Organizational Leadership, helped her develop a grounded approach centered on emotional intelligence, inquiry, and humility. Recognizing her strengths as an operator rather than a novice-leader coach, she began developing CX playbooks—practical guides that help leaders navigate common challenges, from time management to launching AI programs. These playbooks have become both her most essential tool and a source of self-reflection. Ty talks about the importance of community, staying curious about industry trends, and the advantage of having worked inside many different organizations. She also shares the fiction authors who shaped her love for storytelling—Eric Jerome Dickey and Carl Weber—and why their writing continues to resonate. We also explore what Ty is most excited about these days: celebrating her niece’s freshman year at Tuskegee University and being stretched professionally as she leans into marketing her playbooks to a broader audience—an entirely new frontier after years of organic, word-of-mouth growth. Ty closes the conversation with two powerful affirmations from her grandparents that guide her through adversity:  “You can do anything you put your mind to,” and “Lace up your bootstraps.” These messages remind her to stay grounded, confident, and ready to face whatever comes. Connect with us on X @navigatingcx and join our private Facebook community, Navigating the Customer Experience.

Send us a text 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-powered visual collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success. 🛤️ Jamie’s Journey into Customer Experience Starting as a call center agent, Jamie never anticipated becoming a Chief Customer Officer. He has watched the field mature and is now thrilled to see customer experience earn a seat at the executive table. At Mural, he’s helping customers visualize collaborative work in a remote world, which he believes is central to modern CX strategies. 💡 Key Leadership Insights To drive customer success in today’s dynamic environment, Jamie focuses on two major practices: Cross-Functional Alignment: Ensuring teams like sales, marketing, product, and CX operate cohesively. He emphasizes co-creation to close gaps and build customer-centric processes.Empowering Teams: Encouraging employees at all levels to make customer-first decisions, supported by ongoing development and understanding of individual skill sets—especially as AI reshapes roles.🧠 Overcoming Challenges Jamie shares a personal story: in high school, he was told he shouldn't pursue college. Refusing to let that define him, he pushed forward and earned three degrees. This experience now fuels his belief in perseverance and self-motivation—key traits he brings into his leadership. 🛠️ Can’t-Live-Without Tool ChatGPT tops Jamie’s list for its ability to generate ideas, create personas, and gather insights. He predicts a growing shift from traditional search platforms to AI-powered tools across industries. 📚 Book Recommendation Managing Up by Rosanne Badowski has had a lasting impact on Jamie’s leadership approach, especially in building effective relationships with managers—a skill he considers timeless despite changing workplace technology. 🤖 What’s Exciting Jamie Now AI transformation. He’s focused on integrating AI across Mural to better understand customers and enhance internal workflows without losing the human element—AI as an enabler, not a replacement. 💬 Favorite Quote “Adversity introduces a man to himself.” — Albert Einstein Jamie uses this quote as a reminder to reflect, grow, and persist through obstacles. 🔗 Connect with Jamie LinkedIn – Jamie Homen Website – mural.co/blog Thanks for tuning in! Be sure to follow us on X @navigatingcx and join our private Facebook community: Navigating the Customer Experience.

Send us a text 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 background that includes 16 years at Wells Fargo leading customer experience and contact center innovation, Evan brings deep insight into how technology can drive better service outcomes without losing the human touch. Evan’s career journey began in entrepreneurship — running a successful residential painting business that grew to 300 employees before he sold it and pursued an MBA at Stanford. His experience at Wells Fargo honed his expertise in solving large-scale customer pain points and improving first-contact resolution in massive contact centers. Those experiences led him to eGain, a company dedicated to providing “the right answer to the right person at the right time, in the right channel.” Evan explains that eGain’s AI-powered knowledge management platform helps companies clean, update, and centralize information so agents can quickly find accurate answers. This not only improves customer satisfaction but also transforms efficiency—some clients have seen up to 37% improvement in first-contact resolution, a 30-point rise in Net Promoter Score, and 50% reduction in training time. For instance, eGain supports the U.S. Veterans Administration, the country’s largest healthcare provider, to deliver consistent, fast, and empathetic service across millions of interactions. A key theme in the discussion is balancing technology and empathy. Evan emphasizes that AI doesn’t replace human connection—it enhances it by freeing up employees’ mental space to focus on emotional intelligence and rapport-building. By handling the “how” of issue resolution, AI lets people focus on the “who.” He also shares how eGain builds knowledge bases for each company by analyzing customer inquiries, extracting top issues using AI, and rewriting existing materials to align with best practices for clarity and accessibility. This process—once lengthy and manual—can now be done in days or weeks. When asked about tools he can’t live without, Evan points to AI assistants like ChatGPT, Claude, and Perplexity, which he uses daily as brainstorming and writing partners. His motto: “AI won’t replace me, but someone who knows how to use AI better than me will.” Evan also discusses two books that shaped him: How to Win Friends and Influence People by Dale Carnegie, which taught him the power of genuine curiosity in relationships, and William Manchester’s three-part biography of Winston Churchill, which inspired lessons in conviction, communication, and strategic thinking. Today, what excites Evan most is collaborative leadership—bringing teams together to brainstorm, check egos at the door, and make the best collective decisions. His guiding philosophy: “I don’t need to be the smartest person in the room. I need to make the best decision coming out of the room.” He closes with another favorite quote: “You miss every shot you don’t take.” For Evan, this embodies the spirit of innovation at eGain—experiment fast, learn fast, and keep improving. Listeners can connect with Evan on LinkedIn or email him at [email protected]  to learn more about eGain’s new AI self-service agent for small businesses, featuring reasoning capabilities, a free trial, and no-contract flexibility. Follow us on X @navigatingcx, and join our Navigating the Customer Experience Facebook community for more insights and resources.

Send us a text 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 years helping the world’s biggest brands—from Adobe and Netflix to Virgin and Qantas—connect with audiences through stories that reach both the head and the heart. With award-winning experience in advertising, television, and film, Greg has built his company, Narrativity, on a powerful idea: brands can learn the secrets of Hollywood storytelling to become loved, not just known. In this episode, Greg shares his remarkable journey from a 10-year-old fascinated by TV commercials to a top creative at Leo Burnett, where he spent 17 years shaping global campaigns. After a successful career in advertising, he transitioned to entertainment, selling reality show ideas to major U.S. networks. But when he realized that brands were being told why they should tell stories but not how, Greg combined his knowledge of advertising and entertainment to develop storytelling formulas that now help businesses worldwide emotionally engage customers. Greg breaks down the three keys to connecting with audiences through storytelling. First, use structure—every story needs a clear beginning, middle, and end. Second, make the audience the hero, not the brand. Your business is the wise guide that helps them achieve their quest. Finally, start with the customer’s greatest tension—what keeps them up at night—and end with their greatest love—what they truly desire. By triggering emotion first, you capture attention and make your brand memorable. Greg illustrates this with a powerful case: a New Zealand water company that transformed its message from rational facts to emotional storytelling, landing products in Whole Foods and other major retailers. He also shares a deeply moving example from his work with a palliative care organization. Using his “quest formula,” they defined their purpose as “giving people their best death possible”—a phrase that brought everyone in the room to tears and perfectly captured their true value. For Greg, these are the stories that matter most. When it comes to technology, Greg has a balanced approach to AI. While he appreciates its efficiency, he cautions that AI-generated writing often sounds generic. His tip: use AI to edit, not replace your voice—and give it personality by prompting it to write like your favorite celebrity. He also recommends checking out his new tool, storytellingquiz.com, which helps businesses evaluate and strengthen their brand story. Greg recently released his book, Creating a Blockbuster Brand: Hollywood’s Storytelling Secrets For Your Business, designed to give readers practical, page-by-page value. A book that has deeply influenced him is The Tao of Pooh by Benjamin Hoff—a beautifully simple blend of philosophy and wisdom through Winnie the Pooh. Looking ahead, Greg is excited about his new collaboration with UK-based BoltAI and their product, Foretold, which uses storytelling principles to help companies innovate faster and smarter by testing new ideas directly with consumers. It’s storytelling not just for marketing—but for invention. Greg’s guiding mantra during challenges? “Suck it up.” It’s a reminder that as entrepreneurs, we choose this path—and perspective turns frustration into fuel. Connect with Greg: Instagram: @gregloganofficial | LinkedIn: Greg Logan | Website: narrativity.com Books Mentioned: Creating a Blockbuster Brand by Greg Logan The Tao of Pooh by Benjamin Hoff

Send us a text 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 sought-after keynote speaker. Known for his books on iconic brands such as The Ritz-Carlton, Mercedes-Benz, Starbucks, Zappos, and Airbnb, Joseph brings decades of insight on how leaders and frontline teams can elevate human experiences. We dive into his latest book, All Business Is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement. Joseph highlights how One Medical—now part of Amazon—revolutionized healthcare delivery by combining AI and digital convenience with deeply personal human connections. He explains how technology can remove inefficiencies, like long waits and scheduling frustrations, while still keeping care human-centered. His insights underscore the importance of balancing automation with empathy—especially as industries increasingly adopt AI. On the topic of patient comfort with digital healthcare, Joseph notes the learning curve. While technology can enhance convenience, it must never replace the human connection where it matters most. He shares examples of how One Medical redesigned workflows so patients were seen promptly, providers spent less time on charts, and the overall experience felt more personal, not less. The takeaway: technology should enable more meaningful human interactions, not eliminate them. Looking ahead to 2026, Joseph outlines three key priorities for CX leaders: AI-readiness – Organizations must understand how AI is influencing customer interactions and ensure their brand is positioned effectively in AI-driven recommendations.Convenience and hyper-personalization – Customers expect seamless, tailored experiences; tone-deaf or generic messaging erodes loyalty.Human-empowered service – Well-trained, emotionally intelligent employees remain essential for delivering authentic, personalized experiences.Joseph also shares exciting news: the launch of a fully online Master’s Degree in Customer Experience at Campbellsville University. This program equips professionals with academic and practical tools—from persona-based journey mapping to ecosystem design—to advance CX as a business-driving discipline. When discussing the core competencies for CX representatives, Joseph emphasizes emotional intelligence as the foundation. Empathy, self-awareness, managing emotions, and understanding what customers should feel in every interaction are crucial across all industries. Leaders, meanwhile, must also master influence, persistence, vision, and the ability to deliver measurable business outcomes. Joseph closes with a guiding philosophy he leans on during challenges: “Service serves us.” By focusing on creating value for others, we in turn are enriched. Yet he also reminds us that service must be balanced with self-respect—serving up to the point where we are valued, not devalued. This rich conversation covers Joseph’s career journey, the evolving role of AI, the future of CX leadership, and the enduring importance of empathy in business. Don’t miss this chance to learn from one of the leading voices in customer experience. Links Mentioned: All Business Is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement by Joseph A. MichelliCampbellsville University’s Master of Science in Customer Experience programFree guide: The ABC’s of a Fantastic Customer ExperienceConnect with us on X @navigatingcx and join our private Facebook community, Navigating the Customer Experience.

Send us a text 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 business process outsourcing (BPO). For over two decades, Peter has advised CX outsourcers, enterprises, governments, and associations on strategic issues like technology deployment, offshore positioning, and service delivery. He is also the publisher of the annual CX Technology and Global Services Survey, considered the most comprehensive look into the minds of enterprise CX leaders across North America, Europe, and Asia Pacific. Peter’s journey into CX began in London more than 20 years ago at Data Monitor, a market analysis firm. Though unfamiliar with CRM at the time, his curiosity and willingness to learn launched a career that has since evolved into running his own advisory business for nearly a decade. Today, he is a trusted voice in the industry, helping organizations align technology, outsourcing, and strategy to elevate customer experience. A highlight of Peter’s work is his CX Technology and Global Services Survey. Now in its 8th year, the study benchmarks enterprise priorities, investment areas, and challenges. The 2025 survey, with over 800 decision-makers, revealed three major themes: Data security, compliance, and regulation remain top concerns, with leaders prioritizing fraud prevention, cybersecurity, and privacy compliance.BPO partnerships continue to grow, proving outsourcing is now integral to CX delivery.AI fatigue is rising. While organizations remain interested, fewer leaders expect demand for AI tools to increase, instead seeking real, proven use cases.Peter also co-founded the CX Outsourcers Conference with Tracy Freeman and Mark Angus. Since 2018, it has become a global gathering of CX and outsourcing leaders, offering unfiltered dialogue and cross-industry perspectives. After stops in Las Vegas, Atlanta, and Munich, the next conference will take place in Ottawa in 2026—their first outside the U.S. Looking ahead to 2026 and beyond, Peter identifies two priorities for CX leaders: Fix declining service levels. Consumer satisfaction is hitting historic lows, with indexes in the U.S. and U.K. “plumbing new depths.” Leaders must ask why customers feel underserved and address the gaps.Fight for CX investment. Leaders must secure budgets to evolve people, processes, and technology. Relying on outdated methods won’t work—organizations need continual recalibration to retain customers cost-effectively.Beyond strategy, Peter shares his personal inspirations. Two books shaped his outlook: What Does This Button Do? by Bruce Dickinson, which illustrates the power of lifelong learning and reinvention, and The Hawke Memoirs by Australian Prime Minister Bob Hawke, highlighting resilience and decisive leadership. For daily productivity, Peter relies on WhatsApp, which has become his go-to professional communication tool, far more effective than overloaded email inboxes. Currently, Peter is most excited about growing the CX Outsourcers community, creating safe spaces for executives to collaborate, share best practices, and elevate the industry without the pressure of sales. When it comes to adversity, Peter lives by the philosophy that “things can only get better” and emphasizes personal responsibility: while external factors may be uncontrollable, we remain masters of our own destiny. This episode offers a rich perspective on CX strategy, outsourcing trends, and the leadership mindset required for the years ahead. Recommended Books: What Does Th

Send us a text 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, manufacturing, retail, and most recently at FTD, where he led its post-bankruptcy customer experience transformation. Currently a Board Member of FullCircle and Advisory Board Member for Execs in the Know, John’s career spans leadership roles at Avon, Milacron, Fifth Third Bank, Target, and Equifax, as well as eight years of service as a U.S. Army Captain. He was recently named one of the “100 Leaders Transforming Customer Experience.” In this conversation, John shares how his journey into CX began unexpectedly after his military career, when he was asked to lead an underperforming contact center. He discovered his passion for helping people help others and driving organizations to improve execution in service delivery. He emphasizes that customer issues often stem not from frontline staff but from organizational execution failures. Top Competencies for Exceptional Service Delivery John identifies three critical behaviors that cut across all industries: Meet customers where they want to be met—via phone, chat, AI, or digital channels, adapting to customer preferences across demographics and cultures.Leverage frontline insights—agents hear customer issues daily and provide the most accurate view of recurring problems. Fixing root causes reduces unnecessary contacts and strengthens customer trust.Embed CX into company culture—true transformation happens when CX is embraced across the entire organization, not just by service teams.Convincing Leadership of CX Value John shares strategies for professionals struggling to gain executive buy-in: (1) identify and track metrics that matter, (2) ensure CX leaders have a voice where decisions are made, and (3) live customer centricity through action. He highlights loyalty and lifetime value (LTV) as vital measures, citing FTD’s success in more than doubling its LTV by shifting from transactional interactions to long-term relationships. He also stresses patience—cultural change takes years, not months, to take hold. Vendor and Partner Alignment John’s credo, “Find vendors and partners that fit your business,” underscores his belief that success requires alignment in vision, culture, and technology. He shares examples where misaligned outsourcing relationships caused friction, while true partnerships created collaboration, transparency, and innovation. He draws on military principles such as “Fail fast, fail early, fail small” and occasionally “Ask forgiveness, not permission” to illustrate how decisive leadership can accelerate progress. AI and the Future of CX For John, AI is not about replacing people but enhancing effectiveness. He uses Microsoft Copilot daily and is especially excited about the potential of Agentic AI—intelligent systems that anticipate and personalize experiences. He imagines applications like concerts or restaurants where AI tailors interactions to individual preferences, turning ordinary transactions into memorable moments. Books and Inspirations Two books deeply influenced his leadership: Who Moved My Cheese? by Spencer Johnson, which taught him to embrace change, and Would You Do That to Your Mother? by Jeanne Bliss, which reinforced empathetic, customer-first leadership. He illustrates this philosophy with a powerful story of a loyal 91-year-old customer sending monthly flowers to his wife, showing how empowered, compassionate agents can turn service failures into loyalty-building experiences. Listeners can connect with John on LinkedIn. Follow

Send us a text 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, catering, and cruise industries, Carmen shares her remarkable journey from growing up in communist Romania to becoming a transformative leader in customer experience and organizational growth. She holds advanced degrees in Revenue Management, International Business, and Marketing, and is also the founder of Angels-Wings.org, a nonprofit dedicated to supporting underprivileged children with food, clothing, and education. Carmen’s latest endeavor is her book, Dare to C.A.R.E: Unlock Your Potential to Transform Your Life, Well-Being and Customer Experience. The book presents the C.A.R.E. Model, which stands for Connection, Authenticity, Reengineering, and Evolution. It offers a humanistic framework that empowers individuals and organizations to align purpose with service delivery—moving beyond transactional interactions to deeply meaningful customer engagement. The conversation explores the multi-layered value of the book—both as inspirational reading and a practical workbook. Carmen explains how Dare to C.A.R.E is filled with bullet-point strategies that help individuals rediscover purpose, boost mental wellness, and reconnect with their natural strengths. For leaders and managers, it provides applicable tools to enhance team cohesion, foster authentic communication, and build a purpose-driven work culture. The goal is simple yet profound: when individuals thrive, organizations—and by extension, customers—thrive too. While the book draws heavily from Carmen’s hospitality background, it transcends industries. Whether you're in banking, retail, pharma, or any customer-facing sector, the lessons in Dare to C.A.R.E are universal. Carmen emphasizes that customer experience today is everyone's business, not just that of the hospitality sector When asked about a single word that organizations should focus on for the latter half of 2025, Carmen shares three: Resilience, Purpose, and Legacy. These values are the backbone of not just business success, but meaningful human impact. She quotes, “The day you plant the seed is not the day you eat the fruit,” encouraging listeners to invest long-term in values that matter. A deeply spiritual person, Carmen credits the Bible as her most indispensable daily tool, using it for both personal inspiration and professional grounding. She believes that every act of kindness, however small, can ignite lasting change—be it for a colleague, customer, or community member. As for books that shaped her worldview, she highlights "Soar!: Building Your Vision from the Ground Up" by T.D. Jakes, a guide that emphasizes perseverance, vision, and service to others. She believes that in a world increasingly marked by division, it's crucial to focus on shared humanity and collective growth. Carmen also shares her excitement about her ongoing projects, including the Global Hospitality and Maritime Leaders platform—offering mentoring, coaching, and personalized training for professionals seeking growth or career pivots. In tandem, her nonprofit Angels-Wings continues to expand its impact, giving hope and practical support to vulnerable children and families. She closes with a powerful reminder that “Daring to care” isn’t just a slogan—it’s a call to action. When we align who we are with what we do, and when organizations operate from a place of purpose, transformation happens—not just in metrics, but in lives. Connect with Carmen: Website:

Send us a text 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 country at age 18, setting the tone for a life rich in unconventional choices and high-profile experiences. With a knack for spotting opportunity in adversity, Jay has built a career rooted in innovation, grit, and human connection. From Retail to Revolutionary: The Ink Stores Story Jay is currently leading Ink Stores, a full-service promotional company specializing in on-demand webstores. Originally a traditional storefront business, the pandemic forced a dramatic pivot. In response, Jay transformed the company into an online powerhouse that builds, hosts, and fulfills custom merchandise stores for businesses—with no inventory, minimums, or upfront costs. This reinvention not only helped Ink Stores survive but thrive in a competitive, post-COVID market. Real-World Impact: Swag Without the Hassle Jay shares a powerful client use case involving a holiday employee gift initiative. Rather than requiring HR to manage sizing, style, and distribution of branded jackets, Ink Stores created a custom online portal. Employees could independently select sizes, styles, and colors, and orders were shipped directly to them—eliminating friction, protecting employee dignity, and freeing HR from uncomfortable sizing conversations. It's a prime example of how Ink’s model prioritizes autonomy, convenience, and a seamless experience. Jay’s Must-Have Business Tools & Books When asked about a tool he can’t live without, Jay simply answers: Email. He's responsive to a fault—often replying within seconds—and views this real-time communication style as a core operational strength. Two books stand out in shaping Jay’s business philosophy: Dig Your Well Before You’re Thirsty by Harvey Mackay – A classic on proactive networking.How to Become a Rainmaker by Jeffrey Fox – Jay's all-time favorite sales book, packed with short, punchy insights on winning and keeping clients. He frequently recommends it to job candidates and young professionals.Strategic Priorities in Uncertain Times As 2025 unfolds amid economic pressure and political shifts, Jay remains grounded. His three focus areas: Stay connected with customersFollow industry trendsPrioritize team culture and employee well-beingNotably, Jay refuses to raise prices despite rising supplier costs. He views opportunistic pricing as short-sighted and is committed to rewarding loyal customers with price stability—or even reductions. His values stand in contrast to what he calls “price gouging” across many industries. What’s Next? A Leap Into Tech Jay is currently expanding his capabilities through tech and AI by interviewing candidates for data science and development roles—areas outside his comfort zone but essential for scaling customer experience. His willingness to push into unfamiliar territory speaks volumes about his growth mindset. Words to Live By Jay shares a simple but profound quote taped to his computer:  “If you promise someone something, keep it.” He explains that success is a series of doing simple things right—choosing the next right action, over and over again. In Jay’s eyes, life isn’t about making mistakes unknowingly; it’s about consciously choosing right versus wrong. Stacking up the right choices, he believes, leads to a meaningful, impactful life. Connect with Jay Sapovits: 🌐 Website: www.inkdstores.com 💼 LinkedIn: Jay Sap 🎧 Don’t forget to follow us

Send us a text 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 Customer roles spanning startups to Fortune 50s, Fran brings a wealth of insight into transforming how brands listen and respond to customers in the modern age. Fran’s journey to entrepreneurship wasn’t linear. He began in finance at a major bank but quickly realized the corporate world wasn’t for him. Driven by a desire to innovate and execute quickly, he pivoted into the startup world, embracing the highs and lows along the way. After working across sectors including biotech, risk and compliance, and e-commerce, he found his calling in software — drawn by the rapid feedback loops and opportunity for fast-paced innovation. Inspired by his supportive wife and parents, Fran took a leap of faith, second-mortgaged his home, and founded Hark. So, what is Hark? Fran explains that Hark was born from a realization that customer communication was evolving rapidly. While people freely share stories on social media, brand interactions remained stuck in outdated forms and text-based surveys. Hark changes that by enabling customers to share feedback via audio, video, screen share, and text — creating a multimodal, emotionally rich experience that makes people feel truly heard. Hark not only captures more meaningful customer stories, but also analyzes them to extract trends and insights across departments. The platform facilitates faster feedback loops and deeper cross-functional collaboration — turning traditional customer feedback into an engaging, action-driven experience that transforms how teams operate. Fran shares powerful use cases where Hark has driven real change. In one example, a beauty brand identified a pump issue that was initially thought to be a product defect. Through Hark’s insights, they discovered it was actually a fulfillment problem — saving time, money, and improving the customer experience. Another eyewear company revamped its NPS strategy, using Hark to elevate promoters into champions, fostering brand loyalty in ways they’d never seen before. When asked about tools he can't live without, Fran points to ChatGPT, noting its versatility in helping him brainstorm, optimize operations, and make strategic decisions — effectively serving as his go-to AI business partner. Books that have influenced him? "The Four Agreements" by Don Miguel Ruiz stands out for helping him tune into what truly drives personal happiness and freedom, a mindset he carries into both life and leadership. What’s Fran excited about right now? Both professionally and personally, a lot. He’s energized by the accelerating pace of AI innovation, especially how it’s reshaping product development and testing. Personally, raising three young kids under six keeps him grounded and present, giving him fresh perspective every day. On staying motivated, Fran emphasizes self-awareness, structure, and support. He prioritizes sleep, exercise, and quality time with his family. He also works with a coach and practices meditation to stay mentally clear and present — knowing that founder life is a marathon, not a sprint. His favorite quote? One from his mom: “This isn’t a dress rehearsal, this life.” It’s a reminder to be bold, stay grounded, and live intentionally — a philosophy he carries with him into every business decision. Connect with Fran: Fran Brzyski on LinkedInHark on LinkedInTune in to learn how Fran is disrupting customer feedback

Send us a text 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 human experience agency. Eric shares his professional journey—from decades in agency and consultancy work with major brands like Michelin and Royal Caribbean, to leading UX at the Broad Institute of MIT and Harvard, and now building his own company focused on creating seamless customer interactions across digital and physical touchpoints. Eric discusses how AI is rapidly reshaping the customer experience landscape, emphasizing that it’s a powerful tool—not a solution on its own. He shares both the promise and the current limitations of AI, particularly in customer support scenarios, likening poorly designed chatbots to frustrating call center loops from the 1980s. A major theme in the episode is understanding customer behavior through cultural, situational, and demographic lenses. Eric cautions against forcing users into preferred communication channels and instead advises companies to map the ideal journey for different personas and optimize each channel for a frictionless experience. He offers a powerful case study from the pharmaceutical industry, where AI is being used to transform labor-intensive literature reviews—cutting timelines from six months to potentially two weeks. This not only boosts business efficiency but also accelerates drug development, delivering life-saving treatments to patients faster. Eric also touches on: AI leadership and how it should drive business strategy by identifying areas for efficiency and innovation.Tools he can't live without, like Claude AI and Notion, which he uses to manage his business and ideas.His excitement about no-code tools like Bolt.new and Lovable, which allow rapid prototyping of full-stack apps without technical skills.The enduring value of classic books like Getting to Yes and The Design of Everyday Things, which shaped his thinking around negotiation and customer-centric design.The importance of motivation and resilience, fueled by the exciting pace of innovation and meaningful human connections with clients and team members.He closes with a favorite quote by Benjamin Franklin: "Tell me and I forget. Teach me and I remember. Involve me and I learn." A reminder of the value of active learning and mentorship in building strong, collaborative teams. You’ll leave this episode with fresh insights on CX, AI strategy, and how to build human-centered experiences in a rapidly evolving digital world. 🔗 Connect with Eric Karofsky: 🌐 Website: www.vectorhx.com 🔗 LinkedIn: Eric Karofsky

Send us a text 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 Inspire Them to Give Their All. With over 25 years of experience leading and advising public and private companies—including Ameritrade—Dave shares his journey from CEO to co-founder of Garrison Growth, where he helps leaders transform workplace culture and team engagement. Dave’s Journey from CEO to Culture Champion Dave opens up about his personal transformation—from leading multinational corporations to discovering his passion for helping people reach their full potential. Encouraged by close friends who questioned whether being a high-profile CEO was truly bringing him joy, Dave embarked on a path that led to founding Garrison Growth. Today, his mission is to help leaders create workplace environments where employees thrive—and where customers feel that impact. Why Engagement is Dropping (And How to Reverse It) Dave discusses startling insights from Gallup’s latest data showing that global employee engagement has dropped again. He explains that no leader wants a disengaged workforce, and no employee chooses to disengage—but without intentional focus, engagement simply won’t happen. Because it's not commonly reinforced by investors or executive dashboards, many leaders unknowingly neglect it. The “Gas Factor” and What Really Drives Engagement Leaders often default to surface-level perks like bonuses, free food, or ping-pong tables to boost morale. While appreciated, these don’t move the needle. Dave reveals that employees today—especially Gen Z—are more motivated by meaningful impact, alignment with purpose, and strong team relationships. When employees feel heard, valued, and connected to a bigger mission, that’s when true engagement happens. From Micromanaging to Empowerment Micromanaging often comes from good intentions but can stifle team growth. Dave challenges leaders to identify the one or two areas where their close involvement truly adds value and let go of control in other areas. Referencing Steve Jobs’ hyper-focus on design, he urges leaders to trust the “collective genius” of their teams and foster an environment of trust and autonomy. The Three Pillars: Inspired People, Smart Outcomes, Empowered Teams In The Buy-In Advantage, Dave outlines three key pillars of high-performing organizations. The biggest challenge he sees? Prioritization. Many leaders overwhelm teams with long lists of goals. He stresses the importance of narrowing focus to just three core priorities and engaging the team in bringing them to life. The secret? Creating alignment through conversations, not commands—what Dave calls a “done with” not “done to” mindset. Making Values Stick Through Storytelling Company values can’t just live on a poster. Dave champions storytelling as a powerful way to reinforce culture. He shares practical examples like executives spending time in customer service centers or calling clients directly—not to promote products, but to deeply understand their needs. These experiences yield stories that inspire teams and reinforce the company’s purpose in meaningful, memorable ways. AI as a Game-Changer When asked about a tool he can’t live without, Dave points to AI—specifically tools like Claude and ChatGPT. He emphasizes the importance of input quality, recommending leaders use detailed, emotionally contextual prompts (about 400 words) to get the most powerful results from AI, especially for brainstorming and problem-solving. Books That Shaped Dave’s Thinking Two books had a significant influence on Dave’s approach to