The Delighted Customers Podcast with Mark Slatin

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 the Delighted Customers podcast, I dig into that very question with Joe Davis, legendary former Senior Partner at Boston Consulting Group, co-founder of BCG’s Washington D.C. office, and author of “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain”. Joe shares his own journey from traditional, results-driven leadership to a generous, people-centered model—and why unlocking your team’s full human potential just might be the most powerful business move you can make. We explore how the traits of generosity drive not only team happiness and loyalty, but also real bottom-line outcomes, making this conversation essential listening for leaders and aspiring leaders at every level. Why should you tune in to this episode? Joe has four decades of hands-on experience innovating in both the private and public sectors, founding major business initiatives within BCG, and working closely with Fortune 500 C-suite leaders. He distills this wisdom into practical strategies—whether you’re leading a team of three or a global enterprise of 100,000. His stories from the front lines of consulting, combined with actionable steps for building trust and humanity in the workplace, will change the way you think about leadership forever. Here are three compelling questions Joe answers on the show: Why should organizations and their C-suite invest in “generous leadership” when they’re held accountable for hard business outcomes, not just a healthy culture? What are the seven key traits that separate good leaders from exceptional, generous leaders—and how do they play out in real-world scenarios? How can listening, vulnerability, and small acts of recognition dramatically improve your team’s performance and engagement? Listen now and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify! You’ll find this episode—and every episode—on all your favorite podcast platforms. If you find value in these conversations, please leave a review and share with a friend or colleague who wants to rethink what great leadership really looks like. Meet Joe Davis Joe Davis is a veteran senior partner at Boston Consulting Group (BCG), where he spent 37 years shaping strategy, developing talent, and transforming organizations at the highest level. Joe co-founded BCG’s Washington D.C. office and launched the firm’s North American Public Sector business, as well as leading BCG North America. Passionate about advancing equity and inclusion, he also founded and chaired BCG’s Center for Inclusion and Equity. Joe is a Harvard Business School graduate and has been at the forefront of helping organizations evolve from top-down, authoritarian structures to cultures of trust, inclusion, and generosity. His experience spans advising CEOs of major corporations to hands-on coaching with emerging leaders. He is the author of “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain,” a groundbreaking book that reimagines the connection between caring leadership and delivering results. Joe is currently an advisor and coach to BCG’s rising partners, teaching them how to inspire, motivate, and build lasting client relationships. You can reach Joe and learn more about his work via his LinkedIn profile or his website at joedavis.com. Show References and Resources “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain” by Joe Davis Amazon Link Joe Davis on LinkedIn: https://www.linkedin.com/in/joe-davis-bcg/ Joe’s personal website: https://joedavis.com Harvard Business School: https://www.hbs.edu Boston Consulting Group (BCG): https://www.bcg.com Michigan State University’s Trust and Leadership Education: https://broad.msu.edu CEO Joaquin Duato, Johnson & Johnson: https://www.jnj.com/leadership/joaquin-duato Scott Kirby, CEO of United Airlines: https://www.united.com/ual/en/us/fly/company/about/leadership.html Sheila Bair, former FDIC chair: https://www.fdic.gov/about/leadership/sheila-bair/ Thank you for listening to the Delighted Customers podcast!

I would like to recommend The Jordan Harbinger Show. The show dives into the minds of some fascinating guests. I have become a regular listener and I hope you enjoy it too!

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. With Delta Air Lines rolling out AI-driven pricing and the world watching closely, the conversation takes a provocative turn: Should the C-suite pursue every possible drop of revenue if it risks alienating the very customers whose business it depends on? Dr. Fader walks us through the razor’s edge between innovative revenue optimization and the real dangers of going “too granular” with pricing, shining a light on the long-term risks few companies are thinking about today. Why should you tune in? Dr. Peter Fader is not just an academic—he’s a trailblazer whose work bridges the gap between data science, behavioral psychology, and pragmatic business leadership. His pioneering research on customer lifetime value and predictive analytics has redefined how top firms measure, value, and grow their customer bases for sustainable profitability—not just quick wins. If you work in pricing, revenue management, customer experience, or strategy, you need to hear his take on dynamic pricing, the emotional minefields of AI, and how to make decisions that customers—and shareholders—can live with tomorrow, not just today. Here are three key questions Dr. Fader answers in this episode: What’s the real difference between smart dynamic pricing and dangerous personalized pricing—and why should every business care? How can companies avoid the temptation of “slicing the bologna too thin” with AI, and what are the hidden long-term costs of over-optimizing for short-term profit? Where are the true opportunities and ethical boundaries in customer-based valuation, and what lessons can firms learn from industries like airlines and pro sports? Listen now and subscribe so you never miss an episode—find us on Apple Podcasts and Spotify, or on any of your favorite podcast platforms. Apple Podcasts Spotify Meet Dr. Peter Fader Dr. Peter Fader is a Professor of Marketing at the Wharton School at the University of Pennsylvania, renowned for his transformative contributions to customer analytics, customer lifetime value, and predictive modeling in business. His influential books include “Customer Centricity: Focus on the Right Customers for Strategic Advantage,” “The Customer Centricity Playbook,” and “Customer-Base Audit.” Beyond academia, Peter made waves as co-founder of Zodiac, a predictive analytics firm acquired by Nike in 2018, and continues pushing the boundaries at Theta, a company focused on customer-based corporate valuation for private equity and enterprise clients. Peter’s work stands out for blending rigorous quantitative modeling with real-world application, helping executives across industries balance the drive for immediate revenue with strategies that nurture lasting customer relationships and true organizational value. His recognitions include teaching and research awards, and he is frequently sought after for his insights by global brands, sports franchises, and media. Connect with Peter on LinkedIn: Dr. Peter Fader Show Notes/References Delta Airlines’ AI-driven strategic pricing news: Delta, Fetcherr, and AI Pricing Example Customer-Based Valuation (Theta): Theta Prospect Theory – Daniel Kahneman & Amos Tversky: Nobel Prize in Economic Sciences 2002 – Daniel Kahneman Dr. Fader’s books: Customer Centricity: Focus on the Right Customers for Strategic Advantage Customer-Base Audit The Customer Centricity Playbook Reference to Amazon’s 2000 personalized pricing backlash: Wired: Amazon Customers Upset About Price Tests Have a question or feedback? Reach out—I love hearing from listeners!

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 of the Delighted Customers podcast. If you’ve ever wondered why some organizations continually miss the mark (even with technology at their fingertips), or why change management feels like an endless uphill battle, this conversation is for you. More than ever, your customers expect seamless, empathetic experiences—and getting it wrong can cost you not just customers, but also your reputation and bottom line. You should listen to Nick Glimsdahl because he’s not only spent years on the front lines of customer experience and contact center management, but he’s also channeled those lessons into his compelling new book, The Heart of Service. Nick brings practical wisdom, powerful stories, and tried-and-true strategies to the table. He knows the pain points, understands the evolution of customer expectations, and knows how to drive meaningful change—while keeping the “heart” front and center. Here are three pressing questions Nick answers in our conversation: What are the hidden challenges (and necessary steps) when trying to transform a broken customer service culture from the inside out? How can organizations balance technology, such as AI, with the need to stay truly human and deliver standout customer experiences? What are the most common missteps leaders make when implementing new service solutions, and how can you avoid falling into those traps? Tune in now and find out why your strategy—and your empathy—both matter more than ever. Subscribe to the Delighted Customers podcast on Apple Podcasts or on Spotify, or listen on any of your favorite podcast platforms. Don’t miss an episode! Meet Nick Glimsdahl Nick Glimsdahl is an industry leader in customer experience and contact center transformation, and the author of the new book, The Heart of Service. With over eight years in the world of contact centers, Nick has witnessed firsthand the rapid evolution—and common pitfalls—of service delivery in both technology-driven and human-driven environments. As a consultant at VDS, he’s helped numerous organizations assess, reimagine, and implement successful customer experience strategies by putting people and outcomes first. Nick is also a seasoned podcaster and storyteller, using his platform and expertise to surface the real, behind-the-scenes challenges frontline teams and leaders face. He’s passionate about not only improving customer metrics like retention, employee morale, and NPS, but also championing the human side of service—helping organizations move beyond “marketecture” and truly listen to both customers and employees. Want to connect with Nick? Find him on LinkedIn. References from this Episode The Heart of Service by Nick Glimsdahl (book) VDS (Nick’s Consulting Firm) Patrick Lencioni - Five Dysfunctions of a Team, Silos, Politics, and Turf Wars Kindra Hall - Storytelling Expert Salesforce, used as a technology example Listen and subscribe now on Apple Podcasts and Spotify, or search for “Delighted Customers” on your favorite podcast platform!

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 the hype and get real about the transformational (and sometimes risky) power of AI in delivering great customer experiences. With renowned customer experience innovator Bill Staikos as my guest, we dig into the strategic decisions today’s C-suite faces: not just adopting new technology, but making sure it’s purpose-built to enhance both customer and employee outcomes. Bill’s candid, practical approach exposes common missteps—like dropping AI tools into teams with no training or clarity—and offers an essential reset for anyone who wants lasting, measurable results. Bill Staikos brings rare insight as a former Senior Vice President at Medallia and Bank of New York (the world’s largest custodian bank), and as founder of the boutique consultancy B Customer Led. Tune in to learn directly from someone who has led next-gen customer experience transformations at major financial institutions, built teams to scale, and now pushes the field forward with his own new show, The Multimodal Experience. Here are three core questions Bill answers in our episode: What are the biggest mistakes companies make when incorporating AI into customer experience—and how can you avoid them? How should leaders think about the boundaries between automation and the human touch, especially in sensitive customer journeys? What’s changing about who your “customer” truly is in an age of agentic AI, and how does that reframe loyalty and relationship-building? Don’t miss this episode if you want actionable, clear-eyed guidance on making AI work for the people who matter most—your customers and employees. Listen now and subscribe via Apple Podcasts or Spotify, or find us on all your favorite podcast platforms! Meet Bill Staikos Bill Staikos is a visionary leader in customer experience, AI strategy, and organizational change, with a career spanning top roles at industry giants such as Medallia, Bank of New York, JPMorgan Chase, Credit Suisse, and American Express. He’s known for driving and scaling business outcomes in some of the most data-rich, complex environments in the world, particularly in financial services. As founder of B Customer Led, Bill helps organizations rethink how technology, data, and talent intersect to build customer-centric growth. Bill’s approach is rooted in challenging the status quo—pushing companies to break old habits, design with both the “front-of-house” and “back-of-house” in mind, and always put human goals before shiny tech. He is also the creator and host of the new podcast, Multimodal Experience, where he explores how advanced technologies are fundamentally reshaping the way brands and people connect. You can connect with Bill on LinkedIn: Bill Staikos LinkedIn References from the Show ADKAR Change Management Model Medallia Bank of New York Mellon Bill Stakos on LinkedIn B Customer Led Strawberry Agentic AI Browser (referenced as an example in the discussion) NPS Prism at Bain The Multimodal Experience Podcast

What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all agree that staying in our comfort zones holds us back, why do we continue to resist change—and what can leaders do to help teams navigate it better? In this episode of the Delighted Customers podcast, I sit down with Dennis Geelen, an accomplished author and consultant, to decode the human side of change management. We dive into strategies for easing transitions in workplaces rocked by mergers, tech shifts, and cultural upheaval. If you’ve ever faced pushback—even when a change is clearly for the greater good—Dennis’ actionable insights are for you. His creative approach takes the abstract concept of “change” and makes it tangible, actionable, and even relatable. From leadership lessons to frameworks you can use with your team tomorrow, Dennis explains it all with stories and wisdom. Here’s why you want to listen: Dennis not only brings decades of experience helping organizations lead through transition, but he also recently co-authored a new book, The Five Shoes for Change, that pairs his business expertise with clinical psychology insights. If you’re a leader, CX professional, or employee wondering why company change initiatives so often falter—or just want to build your own change muscle—this episode is essential listening. Three questions Dennis answers on the show: What are the five “shoes” you need to successfully lead yourself—and your team—through change? What are the most common missteps organizations make in change management, and how do these missteps affect employee experience? How can leaders identify and address emotional baggage that employees bring to organizational changes, such as mergers or acquisitions? Ready to build change resilience and transform your approach to leadership and customer experience? Tune in to this episode now. 👉 Listen and subscribe on Apple Podcasts 👉 Listen and subscribe on Spotify Available wherever you get your podcasts—don’t forget to subscribe, leave a review, and share with your colleagues! Meet Dennis Geelen Dennis Geelen is a renowned author, consultant, and keynote speaker specializing in customer experience, change management, and leadership. As the founder of Zero In, he’s worked with organizations across North America, helping them create customer-obsessed cultures and navigate complex transformations. His new book, The Five Shoes for Change, is a collaboration with psychologist Christian McMillan, integrating clinical psychology with pragmatic business consulting to guide individuals and companies through the turbulent waters of change. Dennis is also the author of The Zero In Formula, where he outlines a system for sustainable growth, and The Accidental Solopreneur, drawing on his own journey to entrepreneurship. Known for his engaging storytelling, Dennis brings practical frameworks to bear—with a focus on actionable steps and self-awareness that leaders can immediately implement. Find Dennis on LinkedIn: Dennis Geelen on LinkedIn Learn more: dennisgeelen.me Book updates: 5shoesforchange.com (coming soon) References from this episode: JourneyTrack AI-powered Journey Mapping Whitepaper The Five Shoes for Change (coming fall 2025) Dennis Geelen on LinkedIn dennisgeelen.me Edward de Bono – Six Thinking Hats The Zero In Formula by Dennis Geelen The Accidental Solopreneur by Dennis Geelen

Is your organization fully realizing the value of your contact center, or is it being limited by a narrow focus on efficiency and cost control? In this episode of the Delighted Customers podcast, I sit down with renowned Canadian contact center consultant and trainer Mike Aoki to examine how contact centers serve as the real-time pulse of customer experience. Together, we explore the evolution of the contact center from its early telephone-based days to today's complex, omnichannel environments shaped by agentic AI and chatbot technology. The discussion underscores the significant impact that leadership priorities, technology decisions, and agent empowerment have on both customer outcomes and business performance. When the contact center is viewed merely as a cost center and subjected to relentless efficiency metrics, organizations risk not only increased customer churn, but also missed opportunities for competitive intelligence, brand loyalty, and measurable business growth. You should listen to this episode if you are committed to building an organization where customer experience is not just a catchphrase, but a measurable advantage. Mike Aoki brings over three decades of frontline and management expertise in contact centers, working closely with major organizations such as the Royal Canadian Mint, EQ Bank, and Pitney Bowes. His insights are especially relevant to leaders navigating the intersection of AI adoption, agent turnover, and rising customer expectations. In this conversation, Mike provides clear, actionable answers to these pressing questions: What are the key differences between traditional chatbots and agentic AI, and how should each be leveraged within evolving contact center operations? What are the most common mistakes leaders make when managing contact center performance, and what metrics truly matter for customer experience and long-term retention? How can organizations successfully integrate AI to support—not replace—human agents and ensure that complex, emotionally charged interactions lead to positive outcomes? If you are responsible for customer experience, service operations, or digital transformation, I would encourage you to listen and subscribe. Find the Delighted Customers podcast on Apple Podcasts and Spotify, as well as all major podcast platforms. Meet Mike Aoki Mike Aoki is a leading Canadian customer service and sales trainer with more than 35 years of experience in every facet of contact center operations. He has advised prominent organizations including the Royal Canadian Mint, EQ Bank, and Pitney Bowes on how to leverage the contact center as a strategic source of customer insight and a driver of customer loyalty. Starting his career when contact centers were voice-only operations, Mike has guided businesses through significant transitions—from FAQ-based telephone service, to the adoption of email, to the complexities of omnichannel engagement and the rise of agentic AI. A noted speaker and writer, Mike emphasizes that while technology is essential for scale and efficiency, true customer experience excellence is achieved through a balanced focus on agent empowerment, emotional intelligence, and effectiveness. He challenges leaders to reconsider the metrics and incentives that shape agent behavior and to invest in both the technical and human sides of service delivery. Mike’s hands-on experience and practical frameworks have made him a respected voice in the industry. Connect with Mike on LinkedIn.

What if the secret to building a truly loyal gym membership—or any recurring customer base—starts the moment someone tries to leave? That question struck me while talking with Blair McHaney, a trailblazing fitness industry leader who’s spent more than 40 years reimagining how gyms can deliver customer (or, as Blair puts it, member) experience. Too often, fitness centers focus on sales at the expense of real loyalty, missing the deeper connection that gets members to not only return, but rave about you to others—even after they’ve canceled. In this episode of the Delighted Customers podcast, Blair reveals why retention isn’t about holding onto credit cards, but about keeping (or regaining) a place in members’ hearts and minds. We dive into actionable strategies for creating club experiences so powerful that over 50% of new signups are from people who used to be members—and choose to come back. Blair’s insights are essential listening not just for those in the fitness industry, but for anyone who wants to operationalize customer experience in a way that drives lasting loyalty and real business results. His expertise in data-driven experience design, journey mapping, and hospitality is second to none. Whether you lead a gym, a bank, or a tech company, Blair will challenge the way you think about member lifecycle, operational excellence, and the critical role of small, human moments that delight customers. Here are three burning questions Blair answers on the show: Is it a myth that gyms just want to sell as many memberships as possible, hoping for high turnover—or is there a smarter, more humane way to build retention and lasting brand love? What are the often-overlooked operational “basics” (think: cleanliness, equipment repair, and front desk hospitality) that form the foundation for differentiation in a crowded industry? How do journey mapping and persona-driven training—far beyond standard SOPs—transform employee culture and drive a superior customer experience at scale? I invite you to listen, subscribe, and share this episode! Find it on Apple Podcasts and Spotify, or search for Delighted Customers on your favorite podcast platform. Meet Blair McKaney Blair McHaney is an entrepreneur, innovator, and CX educator with over 40 years of hands-on leadership in the fitness industry. He currently serves as President and CEO of MX Metrics, Medallia’s fitness vertical partner, where he leads data-driven strategies to enhance member experiences across nearly 1,000 fitness clubs worldwide. Prior to that, Blair spent three formative years at Medallia as VP of Strategic Initiatives, where his operational expertise—not tech background—helped launch scalable approaches to customer and member experience management. He’s also an owner of two successful fitness clubs in Central Washington, where he’s pioneered a radically member-centered approach to retention, alumni creation, and frontline hospitality. Blair’s journey is a testament to learning by doing: from journeyman carpenter to gym owner at age 23, to tech-enabled CX leader, he’s obsessed with operationalizing experience. He’s a champion of “alumni creation”—ensuring members who leave do so as fans, not detractors—and believes the greatest opportunities in fitness (and beyond) are found in reimagining processes, policies, and employee education to put the customer first. Connect with Blair at LinkedIn or by email at blair@mxmetrics.com.

Is it time to finally admit that not all customers are created equal—and that treating them as if they are might be costing your business more than you realize? In this episode, I dig deep with Dan McCarthy, Associate Professor of Marketing at the University of Maryland and co-founder of Theta, to challenge one of the most hotly debated questions in customer experience: Should all customers be treated the same? Dan’s expertise in customer lifetime value (CLV) exposes a stark reality—most companies are bleeding money on large swaths of their customer base and missing out on major growth opportunities by not prioritizing their highest value customers. The impact of understanding, modeling, and acting on CLV? Smarter resource allocation, optimized acquisition channels, and retention strategies that actually move the needle. Why should you listen to Dan? His work—frequently featured in The Wall Street Journal, Harvard Business Review, Fortune, and The Economist—sits at the intersection of advanced academic research and bottom-line business outcomes. Having sold a business to Nike and now a partner at Theta, Dan brings a rare combination of rigorous analytics and practical execution, helping both corporate leaders and investors see their customers (and their value) more clearly. If you want your business to thrive—not just survive—in a customer-driven market, this episode is essential listening. Here are three burning questions Dan answers during our conversation: How do you accurately calculate customer lifetime value, and why do so many businesses get it wrong? What are the most common missteps that leaders make when trying to identify and serve high-value customers? How can customer data be used to shift business strategy, improve profitability, and even recalibrate entire corporate valuations? Be sure to tune in and subscribe on your platform of choice: Listen & Subscribe on Apple Podcasts Listen & Subscribe on Spotify And remember, The Delighted Customers Podcast is available on all your favorite podcast platforms! Meet Dan McCarthy Dan McCarthy is an Associate Professor of Marketing at the University of Maryland’s Robert H. Smith School of Business, and a co-founder of Theta, a leading business focused on customer lifetime value prediction and insights. Previously, Dan taught at Emory University’s Goizueta Business School for seven years before moving to Maryland (my alma mater—Go Terps!). Dan’s innovative research and commentary on customer lifetime value, corporate valuation, and unit economics have attracted national attention, appearing in media outlets such as Harvard Business Review, The Wall Street Journal, Fortune, Barron’s, CBS, CNBC, and The Economist. He is also nationally recognized for his work partnering with Dr. Peter Fader, with whom he initially founded a business acquired by Nike before their current collaboration at Theta. Before his academic career, Dan earned both his undergraduate and PhD degrees from the Wharton School at the University of Pennsylvania. He spent several years on Wall Street at a hedge fund, bringing a financial and data-driven lens to marketing science. As a frequent speaker and consultant, Dan helps enterprise leaders, marketers, and investors leverage advanced modeling to answer high-stakes questions about profitability, resource allocation, and growth. To connect with Dan, reach out on LinkedIn. References and Show Notes Learn more about Theta Connect with Dan McCarthy: LinkedIn Past podcast guests mentioned: Fred Reichheld (on CX metrics), Dr. Peter Fader (Wharton School, on not treating all customers the same) Read Dan's and Peter Fader’s research: Customer-Base Corporate Valuation Warby Parker (example discussed: CLV, growth, and valuation) Media coverage: Harvard Business Review, Wall Street Journal, Fortune, The Economist, USA Today, Barron's Delta Sky Club (loyalty programs and customer value example) Ready to rethink your approach to customers? Hit play and subscribe now!

What if the very thing holding you and your team back from success isn’t a lack of skills or resources—but fear itself? How could learning to face what’s uncomfortable actually unlock your best results, greater job satisfaction, and even more meaningful customer experiences? In this episode of the Delighted Customers podcast, I dive deep with Jill Schulman, Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Together, we explore how the ability to be brave—especially in business—can reshape not only what we accomplish, but who we become. If fear is quietly dictating the pace of progress and innovation at your organization, Jill’s approach to bravery will challenge your thinking and inspire you to lead differently. You’ll want to tune in because Jill’s work spans battlefields, boardrooms, and classrooms alike. Her background in the Marine Corps, Fortune 500 consulting, and positive psychology at the University of Pennsylvania gives her a distinctive perspective on why facing discomfort is essential for growth. She breaks down practical tools and strategies you can use to build your own bravery skills and create cultures where people dare to step out of their comfort zones. Here are three questions Jill answers on the show: What are the most common myths and misconceptions leaders have about bravery—and why do they matter? How can you set brave goals for your team without overwhelming them, and why does this drive both engagement and results? What practical, research-based steps can anyone take to build their bravery “muscle” and overcome fear in the workplace? Ready to rethink what it means to be brave—in leadership, customer experience, and in life? Listen and subscribe now! Apple Podcasts: Delighted Customers on Apple Podcasts Spotify: Delighted Customers on Spotify You’ll also find us on Amazon Music or wherever you like to get your podcasts. Meet Jill Schulman Jill Schulman is a United States Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Her work focuses on developing leaders at all levels, drawing on her diverse experience as a Marine Corps demolition team leader and pharma sales professional, as well as her advanced study in positive psychology at the University of Pennsylvania. Jill has spent over 25 years working with organizations ranging from Fortune 500s to small businesses, training leaders to move from “safe and stuck” to “bold and brave.” She is on a personal mission to help people not only embrace challenges, but run toward them, knowing that the biggest breakthroughs come from moments of discomfort. Jill delivers engaging evidence-based strategies for conquering fear, elevating engagement, and bringing out the best in ourselves and our teams. Connect with Jill on LinkedIn: Jill Schulman on LinkedIn Show Notes & References: Jill Schulman’s website and newsletter: jillshulman.com The Bravery Effect book—available everywhere books are sold Research referenced: Martin Seligman (PERMA Model), Mihaly Csikszentmihalyi (Flow), Aaliyah Crum & Kelly McGonigal (Stress Mindset Theory), Albert Bandura (Self-Efficacy Theory), Daniel Kahneman (Behavioral Economics & Risk Aversion) Join us for this impactful conversation! Let’s discover together how bravery—not comfort—is the path to delighting customers and transforming organizations.

What if the key to sustainable business growth isn’t just about generating new leads, but about truly understanding and retaining your existing customers? Are you aware of the invisible forces sabotaging your efforts to create a loyal customer base—and, more importantly, what you can do to fix them? In my latest episode of the Delighted Customers podcast, I sit down with Roger Nicholas, co-author of The CX Lighthouse and a seasoned business growth leader who brings over 25 years of experience in revenue training, business operations, and CX execution. Roger breaks down the real reasons small to medium-sized businesses (SMBs) struggle with customer retention and reveals why traditional customer experience (CX) strategies are often missing the mark. He shows how using behavioral science and practical frameworks can help you identify your leadership blind spots, better understand your team and customers, and create CX strategies that actually move the needle. You should listen to Roger because he’s not only walked the walk, driving growth for SMBs and enterprises alike, but he’s also created a practical, actionable playbook tailored to businesses that don’t have the massive resources of the Fortune 500. Together with his co-author, he demystifies CX, making it accessible—and adaptable—so listeners (whether startup founders or established leaders) can create systems that delight, differentiate, and drive referrals. If you want the blueprint for scaling your business through customer experience, Roger’s insights are simply essential. Here are three thought-provoking questions Roger answers on this episode: What are the most common (and costly) leadership blind spots that undermine customer experience, and how can you spot them in yourself? Why is adapting (not just adopting) best-in-class CX strategies crucial for SMBs, and how do you tailor them to fit your unique customer needs and operational realities? How can businesses shift from reactive churn management to proactive customer retention—and what’s the ROI boost you can expect from that shift? Don’t miss this powerful conversation! Listen to the episode and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, and find us on all your favorite podcast platforms. Meet Roger Nicholas Roger Nicholas is a business growth leader with over 25 years of expertise in revenue training, CX execution, and operations across diverse industries. As the co-author of The CX Lighthouse: Navigating Business Growth with Customer Experience, Roger is on a mission to help small and medium-sized business owners unlock the ROI of customer-centric strategies tailored to their size and market—not just enterprise models. An inductee of the Cigna New Tau Entrepreneurial Honor Society and a Howard University graduate, Roger has held key leadership positions, including work with WMATA (Washington Metro). His approach combines the latest in behavioral science with hands-on business development, delivering actionable strategies for lasting growth and customer loyalty. Connect with Roger Nicholas on LinkedIn. Show Notes & Resources The CX Lighthouse: Navigating Business Growth with Customer Experience on Amazon https://thecxlighthouse.com CX Lighthouse 10 Day Challenge: Identify alignment between your business and customer expectations: https://qrcd.org/8vxM   Leadership Blind Spots Assessment — “Leadership EKG” tool based on behavioral science https://qrcd.org/8vxL Listen, subscribe, and elevate your CX game today!

What if you could close the gap between what you think your customers experience and what they actually feel—using raw, unfiltered feedback you can see and hear for yourself? In a constantly evolving digital landscape, the journey from a customer’s very first click to their final interaction is more complex—and crucial—than ever before. But many leaders believe that their customer experience is far better than it really is—a costly blind spot that leads to missed opportunities for building trust and loyalty. How can organizations truly see their products and services through their customers' eyes and outpace the competition in building brand confidence? You won’t want to miss this week’s Delighted Customers Podcast, where Mark Slatin sits down with Baran Erkel, Chief Strategy Officer at User Testing. Baran’s rich background—from developer to consulting to enterprise SaaS leadership—gives him a unique 360-degree view on why empathy at scale is the new differentiator and how User Testing’s platform enables businesses to bring the authentic voice of the customer into every decision. If you’re a leader who wants to turn insight into action, streamline feedback loops, and future-proof experiences in the age of AI, Baran’s expertise is essential listening. Here are three compelling questions Baran Erkel answers on this episode: Why is traditional customer feedback (like NPS surveys) not enough for truly understanding and closing the customer experience gap? How does User Testing enable organizations to “get out of the building” and immerse themselves in real-time, video-based customer feedback—even at scale? What is the transformative role of AI in the future of human insights, feedback, and designing for trust? Tune in to this insightful conversation and discover how to proactively bridge blind spots in your customer journey. Listen and subscribe on Apple Podcasts and Spotify—or catch Delighted Customers on all of your favorite podcast platforms so you never miss an episode! Meet Baran Erkel Baran Erkel is the Chief Strategy Officer at User Testing, where he leads strategy, corporate development (including mergers and acquisitions), and product management for their industry-leading platform. With over 15 years in enterprise software and a career foundation in computer science and consulting, Baran’s passion lies in helping businesses harness human insights to drive innovation and deepen customer trust. User Testing, founded in 2008, now serves over 3,000 clients—including global enterprises in financial services, tech, and retail—by enabling rapid, actionable feedback through both digital and physical customer experiences. Baran is committed to equipping organizations with the tools and mindset shifts needed to close the “experience gap” and thrive in today’s competitive landscape. Connect with Baran on LinkedIn. Show Note References Coupa Café anecdote illustrating the powerful impact of real-time, direct customer feedback The Bain & Company “CX Gap” statistic User Testing’s role in transitioning from reactive to proactive customer listening The future of AI-powered feedback and its integration with human insights Don’t forget to listen and subscribe—transform your approach to customer experience starting today!

What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequent irritants, but as our guest explains, it’s not about quantity—it’s about which problems have the greatest financial impact. If you're a CX leader struggling to prove the ROI of your work, you’ll want to tune in for innovative strategies that bridge the gap between customer insights and business results. Why listen to this episode? Paula Courtney, President of the Verde Group, is a global authority on customer retention and quantifying the financial risk of customer experience missteps. With over 30 years of research published in BusinessWeek, Forbes, the Wall Street Journal, and Harvard Business Review, Paula brings a unique, science-backed approach to identifying the most consequential pain points in your customer journey. Her team’s methods have helped organizations around the world—across 35 countries—focus investments where they count and avoid common CX measurement pitfalls. Here are three engaging questions Paula answers on this episode: Why do negative experiences have a disproportionate effect on customer behavior—and what psychological principles drive this phenomenon? What critical missteps do organizations make by relying on “applause meter” surveys and chasing the wrong metrics? How can leaders accurately quantify the financial risk of negative experiences and build a rock-solid business case for CX investment in the boardroom? Don’t miss this essential conversation for anyone seeking to transform their customer experience—and get buy-in from the C-suite. Listen to the episode now and subscribe so you never miss insights from top industry leaders. Listen & Subscribe: Delighted Customers on Apple Podcasts Delighted Customers on Spotify Available on all your favorite podcast platforms! Meet Paula Courtney Paula Courtney is the President of the Verde Group, a global market research consultancy specializing in customer retention and the quantification of customer experience ROI. For over three decades, she has led the development of research methods that help organizations not only identify but truly measure the economic impact of customer experiences—especially the negative ones most likely to drive churn. Paula’s expertise has been featured in prominent outlets such as BusinessWeek, Forbes, the Wall Street Journal, and Harvard Business Review. Her work is rooted in psychology, utilizing principles like negativity bias and loss aversion, and grounded in data science to separate “noise” from actionable insights. An international leader, Paula and her team have supported customer-centric transformation in over 35 countries, providing business leaders with tools to prioritize investments and foster real, financially measurable change. Learn more about Paula and the Verde Group at https://verdegroup.com Connect with Paula Courtney on LinkedIn: Paula Courtney LinkedIn Show Notes & References Verde Group: Website and Resources Monthly newsletter, research blogs, and case studies: Available on Verde Group’s website Be sure to subscribe and leave a five-star review to support the podcast and spread the word!

What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers before it ever reaches the end user? That question has been top of mind for me, and it’s exactly why I was so excited to sit down with Lisa Schwartz, Chief Operating Officer of Mathematica, on the latest episode of the Delighted Customers podcast. If you’ve ever wondered how trust really forms—not just in simple transactions, but in complex relationships where intermediaries stand between your company and your customers—you’re not going to want to miss this conversation. The little things we do, and the way we handle nuanced moments, can echo throughout an entire organization and set the tone for customer loyalty and business success. I invite you to join me and Lisa as we explore the real-world power of trust. Lisa brings together an incredible mix of deep research, operational leadership, and street-smart experience (from her PhD in Developmental Psychology to her days as a bartender, practicing personalization long before it was a business buzzword). I learned so much from her perspective—she simply “gets it,” blending science, practical application, and genuine emotional intelligence in a way that makes it easy to apply to any customer relationship, no matter your industry or selling channel. Here are three powerful questions we tackle together on the show: How can you demonstrate credibility and reliability when you don’t actually control the front-line customer interactions? What are best practices for creating intimacy and lowering self-orientation in situations where direct access to the end user isn’t possible? What kinds of small gestures truly move the needle in building lasting customer partnerships and loyalty? If these are questions you wrestle with—or you want to elevate trust inside and outside your organization—I hope you’ll listen in. Subscribe to Delighted Customers on Apple Podcasts and Spotify, or find us on your favorite podcast platform. Your feedback and support mean the world to me, and I can’t wait for you to experience what Lisa has to share! Meet Lisa Schwartz Lisa Schwartz, Ph.D., is the Chief Operating Officer of Mathematica, a leading research and data consulting firm committed to improving public well-being through evidence-based solutions. With academic roots in developmental psychology (PhD, University of Maryland, College Park), Lisa spent years progressing from project leadership to executive management at Mathematica. Since 2019, she has driven the company’s customer experience strategy across all divisions, spearheading initiatives that blend data-driven objectivity with a client-centric approach. Lisa’s expertise lies in translating academic research into actionable, scalable business practices, all while championing relational trust as the cornerstone of every client journey. Catch Part 2 of 2 with Lisa on Episode #139! Connect with Lisa Schwartz on LinkedIn. Show Notes and References Learn more about Mathematica: mathematica.org Explore the Gottman Institute’s work on emotional bank accounts: gottman.com Read about the Trust Equation from “The Trusted Advisor”: trustedadvisor.com Meet Lisa Lisa Schwartz brings 20 years of research and leadership experience to her role as COO at Mathematica, where she guides operational strategy and advances customer experience initiatives. A passionate proponent of evidence-based solutions, Lisa is recognized for blending the objectivity of research with the empathy required for impactful client relationships.

 Note: This is Part 1 of a 2-part series What does it take to create an onboarding experience so powerful that clients can’t imagine working with anyone else? For executives and customer experience leaders, the onboarding process is much more than an administrative formality—it's the first date, the pivotal moment when a client decides whether to pursue a deeper relationship or walk away. In this episode of the Delighted Customers podcast, Mark Slatin sits down with Lisa Schwartz, COO of Mathematica, to unpack the psychology and structure behind onboarding experiences that build trust, foster loyalty, and drive business results. Lisa draws from her unique blend of research expertise and executive experience to reveal why onboarding is critical for long-term client engagement and how intentional, personal touches can transform a standard process into lasting advocacy. Why listen to Lisa Schwartz? With a PhD in psychology from the University of Maryland and two decades at Mathematica, Lisa bridges academic rigor with operational excellence. She’s led the company’s customer experience transformation since 2019, skillfully adapting evidence-based practices to real-world client relationships. Lisa's passion for humanizing business, her practical analogies, and her research-backed strategies ensure takeaways for leaders seeking meaningful change in their organizations. Here are three provocative questions Lisa addresses in this insightful conversation: Why does the typical “welcome email” fall drastically short of what true onboarding should accomplish? What are the most common myths and pitfalls organizations fall into when designing onboarding experiences? How can customer experience leaders use psychological principles—like trust building and emotional “deposits”—to foster client relationships that last for years? Don’t miss out! Listen to Lisa’s episode of the Delighted Customers podcast and subscribe to get every new insight. Find the show on Apple Podcasts and Spotify, or on any of your favorite podcast platforms. Meet Lisa Schwartz Lisa Schwartz, Ph.D., is the Chief Operating Officer of Mathematica, a leading research and data consulting firm committed to improving public well-being through evidence-based solutions. With academic roots in developmental psychology (PhD, University of Maryland, College Park), Lisa spent years progressing from project leadership to executive management at Mathematica. Since 2019, she has driven the company’s customer experience strategy across all divisions, spearheading initiatives that blend data-driven objectivity with a client-centric approach. Lisa’s expertise lies in translating academic research into actionable, scalable business practices, all while championing relational trust as the cornerstone of every client journey. Catch Part 2 of 2 with Lisa on Episode #139! Connect with Lisa Schwartz on LinkedIn. Show Notes and References Learn more about Mathematica: mathematica.org Explore the Gottman Institute’s work on emotional bank accounts: gottman.com Read about the Trust Equation from “The Trusted Advisor”: trustedadvisor.com Meet Lisa Lisa Schwartz brings 20 years of research and leadership experience to her role as COO at Mathematica, where she guides operational strategy and advances customer experience initiatives. A passionate proponent of evidence-based solutions, Lisa is recognized for blending the objectivity of research with the empathy required for impactful client relationships.

What if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your customer experience approach? In this episode of the Delighted Customers podcast, guest Ania Rodriguez flips the script on how CX leaders can influence their C-suite and drive transformative change. By drawing on the archetypes of iconic figures like Oprah, Lady Gaga, Richard Branson, Mark Cuban, and Taylor Swift, Ania reveals how leaders can meaningfully connect with stakeholders, avoid the "hero's trap," and move from mere buy-in to active organizational alignment. The impact? A more dynamic, emotionally intelligent, and business-savvy customer experience program that gets noticed—and gets results. Listeners should tune in to hear from Ania Rodriguez, an award-winning CX and UX advisor to Fortune 500 companies—and the founder behind both Key Lime Interactive and JourneyTrack. Ania’s hands-on experience helping brands like Google, Cisco, Amazon, Meta, and Disney achieve double-digit growth brings practical, actionable insight for customer experience leaders at every stage. Here are three big questions Ania answers on this episode: What’s the difference between passive buy-in and active alignment—and how do CX leaders get to the latter? Which “celebrity archetype” do you need to channel when working with key executives on journey mapping and change management? How can AI-powered tools like JourneyTrack help organizations synthesize data, spot emotional inflection points, and make smarter, faster CX decisions? Don’t miss this episode—it’s packed with memorable analogies, real-world case studies, and Ania’s expert playbook for leading change. Listen and subscribe now on Apple Podcasts or Spotify, or find Delighted Customers on all your favorite podcast platforms! JourneyTrack is a proud sponsor of The Delighted Customers Podcast Learn more about how JourneyTrack can help you leverage AI to improve CX.   Meet Ania: Ania is a self-made entrepreneur who has made a name for herself, serving as a CX/UX advisor to Fortune 500 companies around the world for over two decades. Known for her focus on actionable results and quality,  Ania’s leadership has resulted in double-digit growth for her first company, Key Lime Interactive, over the past decade. The company has emerged to become one of the leading user experience research firms in the United States. Her work as a CX/UX strategist and researcher demonstrated to her the need for a platform that could take her journey mapping vision to the next level. JourneyTrack is the tool that meets that vision. Ania's LinkedIn Email Ania mentioned: sales@journeytrack.io Contact Sales form Book a Demo form JourneyTrack website Journey Impact feature Workshops feature Blog post: How to Get Started with Customer Journey Mapping Blog post: Understanding Journey Mapping, Orchestration, and Journey Management Blog post: How a Journey Mapping Workshop can Drive Business Growth    

Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. That’s exactly why the launch of the new on-demand course, "Becoming a Trusted Guide: Empowering CX Leadership," is so exciting for anyone looking to make meaningful change in their organizations. Gabe Smith, CCXP, Content Manager and Associate Director at the Customer Experience Professionals Association (CXPA), joins me to preview this new course and spotlights CXPA's new learning platform, CXeducation.com—crafted specifically so you can access high-impact learning anytime, from anywhere in the world. I explain how this program goes beyond traditional training: you’ll discover strategies to shift your mindset, frameworks for building stakeholder trust, and practical tools you can apply immediately in your unique business context. Plus, if you’re working toward your CCXP certification, the course qualifies for critical credit hours. Here are three pressing questions Gabe and I answer in this episode—each one explored through the lens of this innovative course: Why is it so challenging to secure real executive support for CX—and what new frameworks in the course will help you overcome this barrier? How does on-demand, asynchronous learning transform professional development for busy change leaders worldwide? What actionable steps can you take right now to move from being a “CX hero” to a “trusted guide” and win broader organizational alignment? Ready to transform how you lead change and champion customer experience in your organization? Dive into this episode and unlock details on the new course that could accelerate your CX career. Listen and subscribe on Apple Podcasts or Spotify, or find Delighted Customers wherever you enjoy podcasts. Be first in line to benefit—this is a game-changer for anyone serious about leading CX transformation! Meet Gabe Smith Gabe Smith, CCXP, is the Content Manager and Associate Director for the Customer Experience Professionals Association (CXPA). With five years at the CXPA and previous hands-on CX experience at the American Cancer Society, his mission is to empower professionals to lead with impact. At CXPA, he drives content strategy, knowledge sharing, and global standards like the CCXP certification and on-demand learning through cxeducation.com. His focus is advancing the CX field and helping you sharpen your leadership. Show Notes & References Discover and enroll in the new on-demand course: www.cxeducation.com Explore more resources and the global CX community: www.cxpaglobal.org Learn more about Mark Slatin and other courses: www.empoweredcx.com Don’t forget to subscribe and make the Delighted Customers Podcast your weekly CX leadership advantage!

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 consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expertise to the discussion. He pioneered the field with his groundbreaking 1994 article "Engineering Customer Experiences," which may have originated the term "customer experience."   Lou is also the author of the book Clued in, How to Keep Customers Coming Back Again and Again and has worked with major companies like Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, and Taco Bell. He has lectured and taught at leading institutions like Harvard Business School and Cornell School of Business and is currently a Professor of Practice at Michigan State University in the Customer Experience Management Program.   Why listen?   Lou believes the profession is at a crossroads and will challenge conventional thinking about CX, exploring the current state of the profession and offering insights into moving beyond traditional approaches to create truly distinctive value.   He will discuss how organizations can shift their focus from how customers feel about the brand to how they cause them to feel about themselves after interacting with the brand, highlighting the critical role of emotional imprinting in designing memorable experiences that drive value. Tune in as we explore: •What does it mean when we say "customers cannot not have an experience," and how does this fundamental truth shape the approach to experience management? •How can organizations move beyond fixing problems ("fixing broken") to design experiences that leverage emotional imprinting and lead to "distinctive economic value"? •In a world where the definition of CX is fragmented, how can understanding "next practices" rooted in emotion, psychology, and neuroscience help prove the ROI and Return on Strategy of experience management initiatives? -------------------------------------------------------------------------------- If you enjoyed this episode, please subscribe, rate, and review the Delighted Customers podcast on your favorite platform! Your support helps us bring you more insightful conversations with leaders shaping the future of customer experience.   Apple Podcasts (US): https://podcasts.apple.com/us/podcast/the-delighted-customers-podcast-with-mark-slatin/id1635863804 Spotify: Search "The Delighted Customers Podcast with Mark Slatin" in the Spotify app or website Amazon Music: https://music.amazon.com/podcasts/928496db-78cc-4f1e-ba61-d62a1fa1af06/the-delighted-customers-podcast-with-mark-slatin radio.net: https://www.radio.net/podcast/delighted-customers-podcast Official Website & Other Platforms: https://www.empoweredcx.com/podcast

"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 and the founding President of Starbucks International for 21 years, Howard participated in the company's expansion from just 28 stores to over 15,000. He also served on the Starbucks board of directors for 12 years before retiring. He's also authored two books on leadership titled "It's not about the Coffee" and "The Magic Cup," book titles that encapsulate his core philosophy.   In this episode, Howard tackles a fundamental challenge faced by rapidly growing businesses: How do you scale operations from a small number of locations to a global empire while preserving the deeply personal customer experience that made you successful? Howard argues that the answer lies not just in the product, but in a relentless focus on people – both employees and customers – understanding that Starbucks was always "in the people business serving coffee, not the coffee business serving people".   Listen in as Howard shares firsthand how this philosophy drove extraordinary growth and answers critical questions, including: •How did the philosophy "we're in the people business serving coffee, not the coffee business serving people" shape Starbucks' approach to customer experience? •How did Starbucks manage its rapid expansion from 28 stores to over 15,000 while maintaining a consistent, personal customer experience? •How did leadership make decisions about investing in initiatives and supporting teams, particularly when facing the challenge of proving the ROI of customer experience?   Discover actionable insights on servant leadership, empowering employees, the power of listening, and taking calculated risks to build a truly people-centric organization that delights customers and achieves remarkable growth.   Don’t miss this eye-opening conversation with Greg Kihlstrom! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on your favorite podcast platform   Meet Howard   Howard Behar's extensive career spans over 50 years in consumer-oriented businesses.   He served at Starbucks Coffee for 21 years, retiring after participating in the company's growth from 28 stores to over 15,000 across five continents.   He held pivotal leadership roles as President of Starbucks North America and the founding President of Starbucks International.   Howard also served on the Starbucks board of directors for 12 years before retiring.   He is the author of two books on leadership. Books by Howard Behar:   It's not about the Coffee The Magic Cup   Show Notes and References:   Howard Behar has agreed to share his personal mission statement document for inclusion in the show notes.    Connect with Howard Behar (Generously Provided by Howard):   - Cell Phone: 206-972-7776 (Call or Text - he will get back to you)   - Email: hb@howardbehar.com

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 why companies struggle to implement AI and automation tools effectively, even as consumer expectations for personalization and seamless experiences reach new heights. Greg Kihlstrom, martech and CX expert, demystifies the hype around chatbots and agentic AI, showing us where most companies stumble and what it really takes to reverse-engineer remarkable customer journeys. If you’re wondering why some AI initiatives delight while others fall flat (and what you can do about it), this episode pulls back the curtain. You should tune in to hear from Greg Kihlstrom, a thought leader at the intersection of marketing, technology, and customer experience, whose podcast network and consulting insights are helping brands evolve—whether you're leading a Fortune 500 organization or an ambitious mid-market player. His deep dive into what’s really working at marketing and CX conferences—and what’s next for both large and small companies—makes this discussion especially valuable for anyone navigating the fast-changing landscape of customer engagement. Here are three burning questions Greg answers on the show: What are the real barriers that have kept companies from leveraging AI (like chatbots and agents) effectively in the customer journey? How can AI empower customer service teams to pinpoint root causes and improve experiences—without losing the uniquely human touch? For leaders at mid-sized companies, what are practical steps for selecting technology partners and overcoming siloed data challenges as they implement customer-centric AI? Don’t miss this eye-opening conversation with Greg Kihlstrom! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on your favorite podcast platform. Meet Greg Kihlstrom Greg Kihlstrom is a best-selling author, speaker, entrepreneur, and host of The Agile Brand Podcast. With 15+ years of experience at the crossroads of marketing, technology, and CX, Greg is the former founder and CEO of a successful digital agency in Washington, D.C., now working as an independent consultant to leading brands and organizations. He is the founder of The Agile Brand Podcast Network, a prolific writer on the evolving roles of martech and organizational change, and a key influencer in bridging the gap between digital transformation and meaningful customer outcomes. Greg is also recognized for his thought leadership on AI innovation, process improvement, and the future of customer experience. Connect with Greg Kihlstrom on LinkedIn: Greg Kihlstrom LinkedIn Show Notes & References Subscribe to Greg’s newsletter: "AI Isn’t a Goal or a Strategy" on LinkedIn Learn more about The Agile Brand Podcast Network: https://www.theagilebrand.com/ Catch up with the Delighted Customers podcast on your favorite platform for more episodes!