Navigating the Customer Experience

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Navigating the Customer Experience

Yanique Grant, Customer Experience Strategist, Entrepreneur

119 episodes

1 day ago

Send us a text 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 collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success. 🛤️ Jamie’s Journey into Customer Experience Starting as a call center agen...

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Entrepreneurship

Self-Improvement

All content for Navigating the Customer Experience is the property of Yanique Grant, Customer Experience Strategist, Entrepreneur and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Send us a text 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 collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success. 🛤️ Jamie’s Journey into Customer Experience Starting as a call center agen...

Show more...

Entrepreneurship

Self-Improvement

Episodes (20/119)

Navigating the Customer Experience

263: Empowering Teams and Elevating CX with Jamie Homen

Send us a text 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 collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success. 🛤️ Jamie’s Journey into Customer Experience Starting as a call center agen...

1 day ago

18 minutes

Navigating the Customer Experience

262: You Miss Every Shot You Don’t Take: Evan Siegel on Innovation, Leadership & AI-Driven CX

Send us a text 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 includes 16 years at Wells Fargo leading customer experience and contact center innovation, Evan brings deep insight into how technology can drive better service outcomes without losing the human touch. Evan’s career journey began in entrepreneurship —...

2 weeks ago

23 minutes

Navigating the Customer Experience

261: Why Your Brand Isn’t the Hero — Your Customer Is with Greg Logan

Send us a text Greg Logan: The Power of Storytelling – Turning Brands into Blockbusters In 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 helping the world’s biggest brands—from Adobe and Netflix to Virgin and Qantas—connect with audiences through stories that reach both the head and the heart. With award-winning experience in advertising, television, and film, Greg has built his company, Narra...

1 month ago

32 minutes

Navigating the Customer Experience

260: All Business Is Personal: Joseph Michelli on Human-Centered CX, AI, and the Future of Customer Experience

Send us a text 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 keynote speaker. Known for his books on iconic brands such as The Ritz-Carlton, Mercedes-Benz, Starbucks, Zappos, and Airbnb, Joseph brings decades of insight on how leaders and frontline teams can elevate human experiences. We dive into his latest book...

1 month ago

22 minutes

Navigating the Customer Experience

259: CX Beyond the Hype: Global Survey Insights, Outsourcing Strategies & Leadership Lessons with Peter Ryan

Send us a text 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 process outsourcing (BPO). For over two decades, Peter has advised CX outsourcers, enterprises, governments, and associations on strategic issues like technology deployment, offshore positioning, and service delivery. He is also the publisher of the ann...

2 months ago

28 minutes

Navigating the Customer Experience

258: Leading CX with Insight, Influence, and Innovation with John McCahan

Send us a text 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, manufacturing, retail, and most recently at FTD, where he led its post-bankruptcy customer experience transformation. Currently a Board Member of FullCircle and Advisory Board Member for Execs in the Know, John’s career spans leadership roles at Avon, Milacro...

2 months ago

35 minutes

Navigating the Customer Experience

257: Dare to C.A.R.E: Unlocking Your Human Potential and Purpose-Driven Customer Experiences Carmen Vlasceanu

Send us a text 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, catering, and cruise industries, Carmen shares her remarkable journey from growing up in communist Romania to becoming a transformative leader in customer experience and organizational growth. She holds advanced degrees in Revenue Management, International Bus...

3 months ago

23 minutes

Navigating the Customer Experience

256: Built from Grit: Jay on Customer Experience, Reinvention, and Radical Integrity with Jay Sapovits

Send us a text 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 the tone for a life rich in unconventional choices and high-profile experiences. With a knack for spotting opportunity in adversity, Jay has built a career rooted in innovation, grit, and human connection. From Retail to Revolutionary: Th...

4 months ago

25 minutes

Navigating the Customer Experience

255: Reimagining the Voice of the Customer: How Hark is Humanizing Customer Communication with Fran Brzyski

Send us a text 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 spanning startups to Fortune 50s, Fran brings a wealth of insight into transforming how brands listen and respond to customers in the modern age. Fran’s journey to entrepreneurship wasn’t linear. He began in finance at a major bank but quickly r...

5 months ago

15 minutes

Navigating the Customer Experience

254: The CX-AI Connection.....Redefining Customer Journeys with Smart Tech with Eric Karofsky

Send us a text 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 experience agency. Eric shares his professional journey—from decades in agency and consultancy work with major brands like Michelin and Royal Caribbean, to leading UX at the Broad Institute of MIT and Harvard, and now building his own company focused on creat...

5 months ago

20 minutes

Navigating the Customer Experience

253: The Buy-In Advantage: How Great Leaders Inspire Teams, Drive Engagement, and Create Meaningful Workplaces with Dave Garrison

Send us a text 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 Give Their All. With over 25 years of experience leading and advising public and private companies—including Ameritrade—Dave shares his journey from CEO to co-founder of Garrison Growth, where he helps leaders transform workplace culture and t...

6 months ago

22 minutes

Navigating the Customer Experience

252: Collars & Co. and the Art of Obsession: Building Customer Loyalty from Scratch with Justin Baer

Send us a text 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 Collars & Co., known for their innovative Dress Collar Polo — the perfect hybrid of dress shirt style with polo shirt comfort. Originally a side project launched during the pandemic, Justin’s brand has grown exponentially, boasting over 300 S...

6 months ago

24 minutes

Navigating the Customer Experience

251: Revolutionizing Commerce Through Video: Insights from Eitan Koter on Social Commerce, Shoppable Videos, and Building Brand Loyalty with Eitan Koter

Send us a textIn 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 two decades of experience, including managing a public company and leading startups, Koter has established himself as a thought leader in the industry. His company, Vimmi, is a video commerce SaaS platform that has been operational for 11 ...

9 months ago

36 minutes

Navigating the Customer Experience

250: Putting Customers at the Heart of Your Goals: A Guide to Customer-Centric OKRs with Josh Seiden

Send us a textIn 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 customer needs and empowering teams through OKRs, organizations can create greater value and drive meaningful change.Josh’s JourneyJosh began his career in Silicon Valley during the pre-internet days, working in technology. Fascinated by what mak...

11 months ago

23 minutes

Navigating the Customer Experience

249: Building Strategies That Stick: Insights on Customer Experience and Personalization with Laura Richard

Send us a textIn 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, driven by her curiosity and passion for problem-solving. Over her 15-plus-year career, she has worked across various sectors, including public, private, and not-for-profit, focusing on building effective strategies that yield tangible results ...

1 year ago

25 minutes

Navigating the Customer Experience

248: Harnessing Data for Better Human Capital Decisions: Insights on HR Analytics with Keith Goode

Send us a textIn 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 data to enhance decision-making around an organization’s most valuable asset: its people. As a member of ZeroedIn Technologies, Keith is dedicated to turning HR and business data into actionable workforce intelligence.Keith's JourneyWith a...

1 year ago

20 minutes

Navigating the Customer Experience

247: Cozy Conversations - Yanique on Embracing Courage in Life, Service, and Personal Growth

Send us a textIn 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 video podcasting, Yanique shares insights on overcoming fears and embracing new challenges.Yanique begins by discussing her mission through her company, Professional Training & Occupational Services, which aims to create a more caring wo...

1 year ago

8 minutes

Navigating the Customer Experience

246: Transforming Customer Experience with Data and Digital First Strategies with Andrew Carothers

Send us a textAndrew 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 technology sector at Autodesk and even worked for the Electric Vehicle Association of America before the concept of electric vehicles became popular.Over the years, Andrew expanded his expertise beyond public relations into various market...

1 year ago

29 minutes

Navigating the Customer Experience

245: Navigating Life's Journey: Balancing Mind, Body, and Spirit for Personal and Professional Success with Rusty Rueff

Send us a textIn 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, which includes significant roles at PepsiCo and Electronic Arts (EA), where he was instrumental in global human resources and talent management.Rusty discusses the core concepts from his latest book, The Faith Code, emphasizing the importance of buil...

1 year ago

39 minutes

Navigating the Customer Experience

244: From Service to Software: Creating a Customer-Centric Knowledge Base with KnowledgeOwl with Marybeth Alexander

Send us a textMarybeth Alexander has been the Knowledge Goddess and Chief Executive Owl at KnowledgeOwl since she co-founded the company with Pete in 2015. As KnowledgeOwl’s CEO, she's responsible for embodying KnowledgeOwl's mission and values, which include using business as a force for good, cultivating a people-first company, giving excellent service to everyone, and creating awesome knowledge based software. Questions · We always like to give our guests an opportunity to...

1 year ago

23 minutes