#43 Going Beyond Basic Customer Service

Most leaders build strategy around data and decks — and then wonder why nobody commits. Matt Marcotte has spent 34 years watching this pattern repeat across 200+ companies, from Apple to Salesforce. His conclusion: real commitment starts with emotion, not logic. In his book Built ...  Show more

What if everything you thought you knew about customer experience was backwards? In this episode, JC Quintana—author, educator, and psychologist—reveals why most companies are approaching CX completely wrong. Instead of obsessing over touchpoints and metrics, JC argues we need to ...  Show more

On this episode, Udi Ledergor, Chief Evangelist at Gong, discusses the use of AI in marketing and sales and highlights the utility of AI in the C-suite, particularly in analyzing sales pitches and measuring their impact on business metrics. Udii also emphasizes the importance ...

Today's episode is a podcast interview I did with Omid Farhang, the host of the Talking to Ourselves Podcast and founder + CEO of Majority, a creative agency in partnership with Shaquille O'Neal. We talk about the importance of empathy in leadership and discuss our rel ...

In today’s world, marketing and customer experience go hand in hand. At least, that’s what Johann Wrede believes. On this episode, Johann, the Chief Experience Officer at Emburse, tak ...

On this episode, Woozae Kim, an esteemed marketing leader, delves into the intricate realm of marketing and branding. Woozae underscores the significance of understanding the customer journey and fostering a cohesive brand experience across all touchpoints. Plus, he advocates ...