Navigating the Customer Experience
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
Episodes
125 episodes
269: Faith Over Fear: Leading with Humanity in the Age of AI with Victoria Mensch
In this insightful episode of Navigating the Customer Experience, we welcome Victoria Mensch, Founder & CEO of the Silicon Valley Executive Academy, for a powerful conversation on leadership, innovation, and thriving ...
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19:47
268: The Trust Index: Building an Ecosystem of Trust From the Inside Out with Gal Borenstein
In this episode of Navigating the Customer Experience, Gal Borenstein, Founder and CEO of The Borenstein Group, joins us for a powerful conversation on trust, branding, and customer experience in the digital and AI era. With nearly 30 ...
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36:04
267: The CX Imperative: 5 Critical Practices for Making Customer Centricity a Core Business Value with Mark Fithian and Jeff Rosenberg
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...
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31:18
266: Leading From the Inside Out: Voice, Peace, and the Power of People with Jeremie Kubicek
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 se...
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22:52
265: Why Feelings Drive Growth: Emotional Equity, Belonging & Brand Transformation with Jean-Pierre LaCroix
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 Idea...
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28:01
264: No One-Size-Fits-All CX: Ty Givens on Playbooks, People and Performance
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 t...
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23:19
263: Empowering Teams and Elevating CX with Jamie Homen
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 collabo...
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18:15
262: You Miss Every Shot You Don’t Take: Evan Siegel on Innovation, Leadership & AI-Driven CX
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 inclu...
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23:17
261: Why Your Brand Isn’t the Hero — Your Customer Is with Greg Logan
Greg Logan: The Power of Storytelling – Turning Brands into BlockbustersIn 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...
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32:30
260: All Business Is Personal: Joseph Michelli on Human-Centered CX, AI, and the Future of Customer Experience
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 keynot...
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22:08
259: CX Beyond the Hype: Global Survey Insights, Outsourcing Strategies & Leadership Lessons with Peter Ryan
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 proces...
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28:36
258: Leading CX with Insight, Influence, and Innovation with John McCahan
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, manufacturin...
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35:51
257: Dare to C.A.R.E: Unlocking Your Human Potential and Purpose-Driven Customer Experiences Carmen Vlasceanu
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, cateri...
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23:30
256: Built from Grit: Jay on Customer Experience, Reinvention, and Radical Integrity with Jay Sapovits
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 ...
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25:25
255: Reimagining the Voice of the Customer: How Hark is Humanizing Customer Communication with Fran Brzyski
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 ...
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15:30
254: The CX-AI Connection.....Redefining Customer Journeys with Smart Tech with Eric Karofsky
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 experie...
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20:20
253: The Buy-In Advantage: How Great Leaders Inspire Teams, Drive Engagement, and Create Meaningful Workplaces with Dave Garrison
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 G...
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22:26
252: Collars & Co. and the Art of Obsession: Building Customer Loyalty from Scratch with Justin Baer
In this episode of Navigating the Customer Experience, we talk with Justin Baer, an entrepreneur passionate about blending comfort and style into professional wear. Justin shares his journey from a tech-focused entrepreneur to founding Colla...
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24:17
251: Revolutionizing Commerce Through Video: Insights from Eitan Koter on Social Commerce, Shoppable Videos, and Building Brand Loyalty with Eitan Koter
In today’s episode of Navigating the Customer Experience with Eitan Koter. Eitan Koter, Co-founder and Co-CEO of Vimmi, has a rich background in the tech sector, particularly in video commerce, digital marketing, and social commerce. With over ...
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36:19
250: Putting Customers at the Heart of Your Goals: A Guide to Customer-Centric OKRs with Josh Seiden
In today's episode of Navigating the Customer Experience with Josh Seiden. Josh’s insights emphasize that customer-centricity is a journey requiring both leadership and employees to adopt new ways of thinking and working. By focusing on custome...
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23:58
249: Building Strategies That Stick: Insights on Customer Experience and Personalization with Laura Richard
In this episode, we dive deep into the insights of Laura Richard, a Principal at Level5 Strategy and a leader committed to enhancing customer experiences. With a background in health sciences, Laura transitioned into management consulting, driv...
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25:35
248: Harnessing Data for Better Human Capital Decisions: Insights on HR Analytics with Keith Goode
In today's digital landscape, the exponential growth of data presents unique challenges and opportunities for organizations. Keith Goode, a leader in human capital management and business intelligence, emphasizes the significance of leveraging ...
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20:44
247: Cozy Conversations - Yanique on Embracing Courage in Life, Service, and Personal Growth
In this solo episode of "Navigating the Customer Experience," host Yanique Grant reflects on her podcasting journey and offers encouragement to those considering starting their own. With 245 episodes under her belt and a recent transition to vi...
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8:42
246: Transforming Customer Experience with Data and Digital First Strategies with Andrew Carothers
Andrew Carothers is a Senior Customer Experience Leader and a CCXP who has significantly shaped the field of customer experience (CX). His career began in public relations, where he worked both in agencies and in-house. He transitioned into the...
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29:00
245: Navigating Life's Journey: Balancing Mind, Body, and Spirit for Personal and Professional Success with Rusty Rueff
In this episode of Navigating the Customer Experience, host Yanique Grant interviews Rusty Rueff, a seasoned leader with a diverse career in entertainment, talent management, and philanthropy. Rusty shares insights from his journey, wh...
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39:27
