Sep 29, 2026

John Sileo lost his entire net worth and software business after his partner stole his identity, a devastating betrayal that inspired the Hollywood movie Identity Thief. While I sat in an audience of 1,000 people, he accessed my phone in under three minutes, proving how quickly human psychology can be manipulated to...

Sep 22, 2026

Episode first aired in 2022. The actionable recommendations apply even more today!

Being frictionless has become a strategic necessity. What does frictionless even mean? Why should you care? And, what are simple steps to remove customer pain points and get to a frictionless state based on learnings from the most...

Sep 15, 2026

Companies are investing more in customer experience than ever before, yet many still struggle to retain customers and win new ones. That contradiction led me to ask a simple question: What is driving customer decisions today, and how can companies gain a sustainable competitive advantage?

To answer it, I commissioned...

Sep 8, 2026

This podcast was previously recorded in 2022. The actionable recommendations apply even more today!

Can you imagine employees and customers loving your brand so much that they’d consider or actually get a tattoo of the company logo? Hard Rock Cafe has documented cases of this happening among both staff and guests, and...

Sep 1, 2026

Previously recorded in 2023. The actionable recommendations apply even more today!

Customer experience teams are deploying chatbots and AI assistants earlier in the service journey because leadership wants faster resolution and lower cost per contact. That shifts more first interactions to automated flows. Customers...