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Innhold levert av Daudi Mugabi. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Daudi Mugabi eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du følge prosessen skissert her https://no.player.fm/legal.

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Lost Cultures: Living Legacies

Lost Cultures: Living Legacies podcast artwork

Lost Cultures: Living Legacies podcast artwork

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Bermuda: The Crossroads of the Atlantic 51:57

for 3 dager siden51:57

51:57

On the Season 2 debut of Lost Cultures: Living Legacies , we travel to Bermuda, an Atlantic island whose history spans centuries and continents. Once uninhabited, Bermuda became a vital stop in transatlantic trade, a maritime stronghold, and a cultural crossroads shaped by African, European, Caribbean, and Native American influences. Guests Dr. Kristy Warren and Dr. Edward Harris trace its transformation from an uninhabited island to a strategic outpost shaped by shipwrecks, colonization, the transatlantic slave trade, and the rise and fall of empires. Plus, former Director of Tourism Gary Phillips shares the story of the Gombey tradition, a vibrant performance art rooted in resistance, migration, and cultural fusion. Together, they reveal how Bermuda’s layered past continues to shape its people, culture, and identity today. Learn more about your ad choices. Visit podcastchoices.com/adchoices…

Business Mic

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Serier hjem•Feed

Innhold levert av Daudi Mugabi. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Daudi Mugabi eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du følge prosessen skissert her https://no.player.fm/legal.

A podcast comprised of intimate interviews with exciting entrepreneurs and leading industry experts who open up and share their amazing business experiences. This is the best place to find meaningful conversations with industry leaders, insider knowledge, and key business resources all for free.

… continue reading

100 episoder

#Customer Experience

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Business Mic

updated for 9 dager siden

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Serier hjem•Feed

Innhold levert av Daudi Mugabi. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Daudi Mugabi eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du følge prosessen skissert her https://no.player.fm/legal.

A podcast comprised of intimate interviews with exciting entrepreneurs and leading industry experts who open up and share their amazing business experiences. This is the best place to find meaningful conversations with industry leaders, insider knowledge, and key business resources all for free.

… continue reading

100 episoder

#Customer Experience

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Business Mic

Business Mic podcast artwork

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207: James Warren - From Data to Meaning: Building Empathy into Customer Experience 26:27

for 9 dager siden26:27

26:27

James Warren, Founder and CEO of Share More Stories discusses how his company is redefining how organizations understand customer and employee experiences through storytelling and AI. At the heart of this innovation is SEEQ — a research platform that stands for Stories to Engage, Explore, and Question. SEEQ helps businesses move beyond surface-level data to uncover the deeper emotional drivers behind human behavior. While most traditional tools tell you what happened, SEEQ focuses on understanding why it happened. By inviting customers and employees to share written stories about their experiences, SEEQ captures nuanced, emotional insights and transforms them into structured, actionable data. James explains how the platform uses AI to analyze emotions, values, and needs, enabling companies to develop more human-centered engagement strategies. In the conversation, James emphasizes that great customer experience isn't just about tracking metrics — it's about empathy, connection, and context. He also highlights the power of linking customer experience (CX) and employee experience (EX), showing how SEEQ enables organizations to break down internal silos and reveal hidden relationships between internal processes and external perceptions. James shares why business leaders must elevate CX from a reactive function to a strategic priority — one that drives differentiation, loyalty, and long-term growth. He also offers a glimpse into the future of AI-powered experience management, where insights derived from real human stories become the foundation for intelligent, responsive systems. For leaders serious about building meaningful experiences and long-term customer relationships, this episode offers both inspiration and a roadmap.…

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Business Mic

Business Mic podcast artwork

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206: Jennifer Q. Williams - Delivering Satisfaction: The Customer-First Journey of Saint Louis Closet Co. 25:30

for 23 dager siden25:30

25:30

Jennifer Q. Williams, founder and owner of Saint Louis Closet Co., joined The Business Mic podcast to share her entrepreneurial journey and the philosophy behind her thriving custom closet business. Starting the company in her twenties after leaving graduate school, Jennifer transformed a natural passion for organization into a business that helps people simplify and elevate their everyday lives. Based in St. Louis, Missouri, her company designs, manufactures, and installs fully customized storage solutions for homes and businesses. In the interview, Jennifer spoke about the power of organized living and how it contributes to reduced stress, greater productivity, and improved wellbeing. She reflected on navigating major business challenges, including the aftermath of 9/11, the 2008 housing crisis, and the uncertainty of the COVID-19 pandemic, which, surprisingly, led to a boom in demand as people reimagined their home spaces. Jennifer also emphasized the importance of building strong systems, not just for clients but within the business itself, and how having the right team has been critical to long-term growth. From working with high-profile clients like Grammy-winning artist Nelly to helping firehouses make better use of their limited space, Jennifer highlighted the versatility and impact of her work. She discussed how children and families benefit from structured, decluttered environments and stressed the value of starting small, like organizing a linen closet, as a gateway to broader transformation. Customer service remains at the heart of her business, and she shared a recent story of a customer who was amazed by their prompt, no-cost repair of a broken shelf, more than a decade after installation. For Jennifer, entrepreneurship is about persistence, adaptability, and never giving up, even when the path gets tough. Her parting advice to fellow business owners: “Bad weeks will come, but the best week of your life might be right around the corner. Keep going.”…

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Business Mic

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205: Eli Portnoy - Why Listening to Customers Is a Superpower for Business Growth 25:53

for 28 dager siden25:53

25:53

In this episode, Eli Portnoy, founder and CEO of Back Engine, joins us to share his entrepreneurial journey and deep passion for customer experience. Eli discusses how Back Engine is revolutionizing the way B2B companies listen to their customers through high-velocity, AI-powered feedback loops. He explains the painful gap he experienced in staying connected with customers as his previous ventures scaled, and how that personal struggle inspired him to build Back Engine. Eli also shares insights from a benchmark study on customer feedback ownership, highlights the common traps companies fall into, and emphasizes the critical role of caring deeply about customers to drive meaningful business success. Packed with actionable advice for founders, customer experience professionals, and B2B leaders, this episode is a masterclass in building customer-obsessed organizations at scale.…

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Business Mic

Business Mic podcast artwork

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204: Dan Abel Jr - Crafting a Timeless Chocolate Brand Through Customer Moments 21:49

for 30 dager siden21:49

21:49

In this episode, Dan Abel Jr., Chief Chocolate Officer at Bissinger’s Handcrafted Chocolatier, shares insights into running a family-owned chocolate company with a rich 350-year heritage. He discusses the seasonal peak during Easter, how the team collaboratively creates new products, and how Bissinger’s blends tradition with innovation. The company has embraced both e-commerce and a renewed focus on retail, including partnerships with major chains like Barnes & Noble and World Market. Dan emphasizes the importance of customer experience, hands-on service, and maintaining quality that meets century-old standards. He shares how customer feedback guides product decisions and how their business model allows quick product testing and adaptation. The success of Bissinger’s as a family business is attributed to clear roles, strong collaboration, and a shared passion for the brand. Dan concludes by inviting listeners to experience their chocolates and highlights their commitment to preserving authenticity while evolving with the times.…

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Business Mic

Business Mic podcast artwork

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203: Palesa Nhlapo - Leading with Empathy: Redefining Customer Growth 21:55

for 7 weeks siden21:55

21:55

In this episode, Palesa Nhlapo, Head of Customer Growth for the Personal Segment at FNB South Africa, explores how real impact in customer experience begins with human understanding. She shares how her team focuses on identifying and responding to pivotal life moments, such as job losses or the passing of a loved one, not merely with products but with compassion and timing that matter. Rather than treating customers as data points, Palesa believes in meeting them where they are and designing solutions that speak to both their needs and emotions. She discusses the importance of empowering frontline staff to be brand ambassadors, capable of delivering experiences that resonate beyond the transactional. Her leadership is rooted in empathy, personal growth, and an unwavering commitment to authenticity—principles that guide how customer journeys are shaped and how teams are inspired. This episode is a compelling listen for anyone looking to elevate their customer strategy by reconnecting with the human behind the customer.…

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Business Mic

Business Mic podcast artwork

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202: Marcelo Calbucci - Leveraging the PR FAQ Framework for Customer Experience Excellence 14:40

for 7 weeks siden14:40

14:40

In this episode, tech and product leader Marcelo Calbucci introduces the PR FAQ framework, a strategic innovation tool developed by Amazon to refine ideas and align teams before execution. The framework—short for "Press Release and Frequently Asked Questions"—encourages organizations to work backward from a vision of success by drafting a press release that outlines the future impact of a product or service, followed by a detailed FAQ section that addresses potential questions. Marcelo emphasizes its value in helping teams deeply understand customer needs, set clear goals, and ensure that ideas are worth pursuing. Marcelo highlights the framework's relevance across industries, with a special focus on its use in customer experience. He shares practical examples, including Amazon’s product development process and his own use of the PR FAQ to write a book, demonstrating its versatility. Our discussion also emphasizes the importance of cross-functional collaboration, bringing together departments like engineering, marketing, legal, and customer experience to drive innovation. Marcelo’s book on the PR FAQ serves as a comprehensive guide for professionals looking to implement this approach, offering actionable insights to foster strategic clarity and innovation.…

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Business Mic

Business Mic podcast artwork

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201: Stefan Osthaus - Advancing Customer Experience: Certifications, Standards, and Best Practices 28:27

for 14 weeks siden28:27

28:27

Stefan Osthaus is the President of the Customer Institute, a global volunteer organization dedicated to advancing excellence in customer and employee experience management. In this episode, he explains how the Institute certifies tools, methodologies, and organizations to ensure industry best practices. He highlights their new Certified Customer Centricity Expert (CCCX) program, which offers a lifetime certification model designed to be more accessible and relevant for CX professionals worldwide. Stefan also discusses how the Customer Institute supports consultants and businesses through standardized assessment methods, training certifications, and a thriving global community. He emphasizes the importance of practical, cost-effective, and scalable CX solutions, as well as the role of collaboration in driving industry growth. Additionally, he shares insights on the evolving landscape of customer experience and how organizations can measure and improve their CX maturity.…

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Business Mic

Business Mic podcast artwork

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200: Borja Cuan - Mastering Customer Experience in Digital Marketing 25:50

for 16 weeks siden25:50

25:50

Borja Cuan is the co-founder of Four15 Digital, a growth marketing agency with offices in California and Mexico. In this episode, he discusses how his agency helps businesses scale through platforms like Google Ads, Microsoft Bing, Meta, TikTok, and LinkedIn. Borja highlights the role of AI in digital marketing, explaining that while it enhances content creation and creative design, human oversight remains essential. Rather than replacing marketers, AI serves as a tool to optimize workflows and improve campaign performance. Borja shares how Four15 Digital differentiates itself in the highly competitive digital marketing industry. Instead of relying on traditional sales tactics, the agency conducts in-depth audits for potential clients, providing insights and tailored strategies before any contracts are signed. This consultative approach builds trust and demonstrates expertise upfront. He emphasizes that customer experience is the most critical factor in long-term success, as businesses thrive when they prioritize both measurable results and strong client relationships. Discussing workplace dynamics, Borja explains why Four15 Digital has adopted a hybrid model, with employees working three days in-office and two remotely. He believes in-person collaboration accelerates learning, strengthens communication, and enhances team morale. Wrapping up, Borja underscores that businesses that invest in both their employees and clients will always have a competitive edge.…

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Business Mic

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199: Justine Morgan - Building Authentic Customer Experiences and Powerful Brands 25:06

for 23 weeks siden25:06

25:06

In this episode, we dive into the world of customer experience and brand strategy with Justine Morgan, Founder and Director of CX Ignite. Justine shares her journey from starting a data analytics company to becoming a marketing strategist and fractional CMO, helping organizations align their brand, customer experience, and business goals. Discover her unique approach to closing perception gaps, crafting authentic marketing strategies, and empowering employees to embody brand values. Learn about the importance of speaking to your customers, aligning marketing with business objectives, and delivering a consistent, authentic experience across all touchpoints.…

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Business Mic

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198: Dr. Emmanuel Manyonganise - The Hyper-Personalization CX Evolution 28:05

for 24 weeks siden28:05

28:05

In this episode, we welcome back Dr. Emmanuel Manyonganise, Customer Experience Strategy Advisor at Bank Albilad, who dives deep into the concept of hyper-personalization, explaining how it revolutionizes customer interactions beyond traditional personalization by leveraging real-time data, individual context, and advanced technology. He shares insightful frameworks, practical examples, and the crucial role of AI, machine learning, and data culture in delivering exceptional customer experiences. The conversation also explores the synergy between human touch and AI, and the potential for hyper-personalization to enhance customer satisfaction at scale.…

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Business Mic

Business Mic podcast artwork

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197: Vance Morris - Creating Unforgettable Customer Experiences the Disney Way 20:25

for 25 weeks siden20:25

20:25

Vance Morris, a former Walt Disney World leader turned entrepreneur and consultant shares insights on how he leveraged Disney's legendary customer experience strategies to build a thriving carpet cleaning business and now helps businesses create unforgettable customer experiences while commanding premium pricing. From the power of systems and scripts to crafting unique moments that delight customers, Vance reveals practical tips and transformative strategies that any business can implement. For more on Vance and his work, visit www.vancemorris.com…

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Business Mic

Business Mic podcast artwork

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196: Dr. Emmanuel Manyonganise - The importance of a well-defined Customer Experience strategy 26:27

for 33 weeks siden26:27

26:27

In this episode, I sat down with Dr. Emmanuel Manyonganise, Customer Experience Strategy Advisor at Bank Albilad, to uncover how crafting the right customer experience (CX) strategy can transform your business. Dr. Manyonganise explains how aligning your CX strategy with your overall business goals is the key to driving real results. He also shares practical tips on how personalizing your approach and understanding your customers through segmentation can help you connect with them in a way that truly resonates, boosting loyalty and growth.…

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Business Mic

Business Mic podcast artwork

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195: Richard Ssebaggala - How leadership impacts customer experience 33:28

for 49 weeks siden33:28

33:28

Richard Ssebaggala is a renowned Organization and Leadership Development consultant with a deep passion for Customer Experience. Richard shares his expertise on the often overlooked but critical connection between leadership quality and customer satisfaction. We explore how poor leadership practices can detrimentally impact the customer experience, leading to dissatisfied clients and a tarnished reputation. Richard provides valuable insights and practical advice for leaders looking to enhance their customer service strategies and foster a culture of excellence.…

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Business Mic

Business Mic podcast artwork

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194: Wale Akinyemi - Creating Unforgettable Customer Experiences 29:59

for 50 weeks siden29:59

29:59

Dr. Wale Akinyemi, an esteemed Organizational Culture Expert and the Chief Transformational Officer of PowerTalks Culture Experts, offers profound insights in this episode. He delves into the significance of fostering a customer-centric organization, emphasizing the necessity of an all-encompassing customer experience ecosystem that extends beyond merely customer-facing staff. Furthermore, Dr. Akinyemi elaborates on the transformative power of crafting exceptional customer experiences by creating memorable interactions at every touchpoint throughout the customer journey. https://www.businessmic.com/wale-adinyemi…

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Business Mic

Business Mic podcast artwork

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193: Andreea Coca - Using Data-driven Insights to Navigate the CX Landscape 20:01

for 1 year siden20:01

20:01

Andreea is the Customer Experience & Quality Manager at Pluxee. In this episode, she shares valuable insights into the power of data-driven strategies in navigating the complex CX landscape. During our discussion, we explore various aspects, from comprehending customer preferences to refining service delivery, highlighting the utilization of data insights to elevate the customer experience holistically. https://www.businessmic.com/andreea-coca…

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