Best Cx Optimization Podcasts (2025)

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Where Should WFM Sit in the Organisational Structure? | WFM Unfiltered 32:05

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16h ago32:05

32:05

Message the show! Where does Workforce Management actually belong inside a company? If you've ever felt like WFM is misunderstood, underused, or straight-up misplaced within your organization, you're not alone. In this episode of WFM Unfiltered, Irina is joined by Pier, a lifelong contact center and workforce leader who brings serious insight and l…

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#46: Better onboarding and operations using AI to augment with Srikrishnan Ganesan, Rocketlane 18:55

21h ago18:55

18:55

Customer onboarding is often where good intentions often end up with less-than-stellar execution. Delays, confusion, and misalignment derail even the most promising new relationships. Why is onboarding still broken in so many organizations, and how is AI finally changing that? Today I’m joined by Srikrishnan Ganesan, Co-Founder and CEO of Rocketlan…

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Imagining the future: Why leaders need more than vision to succeed with Lisa Kay Solomon 46:27

1d ago46:27

46:27

Episode web page: https://bit.ly/4dDbMuyIn this thought-provoking episode of Insights Unlocked, Jason Giles sits down with Lisa Kay Solomon—designer in residence at Stanford’s d.school, bestselling author, and strategic foresight expert—to explore how leaders can better prepare for an uncertain and rapidly evolving future. Lisa shares insights from…

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Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci 36:40

5d ago36:40

36:40

Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You, why Amazon uses it, the five principles of the PRFAQ, where and how it can be applied and what to expect when you are creati…

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[S03E09] Know Your Customer, Grow Your Brand: Email Marketing Masterclass with Omar Lovert 40:51

6d ago40:51

40:51

What separates email campaigns that convert from those that get ignored? It all comes down to understanding your customers, deeply. In this episode, Sani welcomes back Omar Lovert for a masterclass on customer-centric email marketing. Together, they unpack why AI can’t replace real customer insight, how to use RFM segmentation to identify your most…

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What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić) 32:24

5d ago32:24

32:24

On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025. Fraudulent activity, cyber attacks, data breaches and harmful user-generated content are on the rise. To combat these threats, robust trust and safety programs have be…

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Examining the powerful role music plays in the in-store customer experiencehttps://youtu.be/tWdRZDvGrSA 20:59

7d ago20:59

20:59

Music plays a pivotal role in the retail customer experience as well as retailer's success. As Ola Sars, CEO of Soundtrack Technologies, shares with Judy Mottl, editor of Retail Customer Experience, in this episode of the CX Innovators podcast, music has become a CX strategy that can drive customer loyalty as well as revenue. Sars was a co-founder …

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#45: REPLAY: Thriving amidst transformation, with Steve Blum, Autodesk 29:45

8d ago29:45

29:45

We aired this episode a little while ago, but thought it had some amazing insights we thought were worth sharing again. Today we’re going to talk about building a change maker culture and how you can help your teams to thrive among change, instead of being disrupted by it. To help me discuss this topic, I’d like to welcome Steve Blum, Chief Operati…

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Why WFM Hiring is Failing Talented People 33:01

8d ago33:01

33:01

Message the show! om both sides of the table — as someone who’s hired for WFM roles and as someone who’s had to fight for credibility without formal credentials. He and Irina debate whether certificates really prove capability, why vendors may be part of the problem, and how the obsession with system knowledge is holding back operational growth. Ex…

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Using AI to streamline and elevate UX research with Google's Alita Kendrick 37:29

9d ago37:29

37:29

Episode web page: https://bit.ly/4370dIB ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we’re joined by Alita Kendrick, a UX researcher at Google leading…

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Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush 27:18

13d ago27:18

27:18

Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey wit…

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#44: Why "slow" experiences are the new "site is down" with Gerardo Dada, Catchpoint 31:22

15d ago31:22

31:22

When your site is technically "up" but takes too long to load, customers don’t care—it might as well be down. Why is “slow” the new “down”, and how is that reshaping the way organizations think about digital experience? Today I’m joined by Gerardo Dada, Chief Marketing Officer at Catchpoint, a leader in digital experience monitoring. Gerardo recent…

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Building a customer research panel with BECU 38:28

16d ago38:28

38:28

Episode web page: https://bit.ly/3S1wxq4 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, we sit down with Jessica Schultz, senior manager of experience re…

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Omnichannel was a myth - Interview with Gaurav Passi of Zingly 39:55

22d ago39:55

39:55

Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO (the Fear of Reaching Out), the Great CX Paradox, why Omnichannel was a myth and how ‘Rooms’ could be the answer. This interview follows on from my recent interview – Why businesses need to inve…

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Leverage the Jobs To Be Done framework to drive growth 40:05

23d ago40:05

40:05

Episode web page: https://bit.ly/4d2nCOx ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode, UserTesting’s Lija Hogan sits down with Jim Kalbach, Chief Evangelist at Mural and aut…

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[SOLO] Magician vs. Conductor: How to Build (and Fix) Products with AI in 2025 13:15

26d ago13:15

13:15

Heads-up: I use some salty language. Nothing hateful, just passionate about this topic. Skip if that’s not your vibe. It’s 2 AM, your side-project just went viral, and the signup flow is on fire. Do you keep “vibe-coding” blind prompts, or step up as the conductor who actually knows the score? In this first-ever solo episode, I unpack why “anyone c…

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Handling Budget Pushback: A Guide for WFM and CX Leaders 25:22

28d ago25:22

25:22

Message the show! We don’t usually do reruns… but this one? It earned it. WFM Unfiltered is proud to bring back one of our most popular episodes — with a sharper look and better sound — because Adriana Olteanu dropped insight that’s just too good to get buried in the archives. Adriana leads forecasting and capacity planning at Groupon, and in this …

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#43: Localizing video using AI with Guy Piekarz from Panjaya 22:08

29d ago22:08

22:08

Most brands invest heavily in content creation, but how much of that content actually reaches global audiences in a way that feels authentic? With 94% of B2B buyers saying they are more likely to engage with leadership and conference videos in their local language, companies are missing a massive opportunity. How can AI-powered video localization r…

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The power of courageous marketing with Gong's Udi Ledergor 45:05

30d ago45:05

45:05

Episode web page: https://bit.ly/3YTrCuW ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, UserTesting CMO Johann Wrede chats with Udi Ledergor, former CMO …

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Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester 39:27

1M ago39:27

39:27

Today’s interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise grow…

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How Gen Z is driving change in the retail customer experience 12:17

1M ago12:17

12:17

In this episode of the CX Innovators podcast Judy Mottl, editor of Retail Customer Experience, talks with Dr. Steven Stovall, Ph.D., associate professor of management at Southeast Missouri State University, on how the Gen Z consumer is impacting the retail customer experience strategy. Stovall is former corporate executive who managed a global sale…

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How can crypto and fintech brands prevent fraud and maintain customer trust? (feat. Amanda Wick) 34:20

1M ago34:20

34:20

On this episode, we explore the threat landscape in crypto and fintech — and how companies can go beyond maintaining customer trust to turn confidence into a competitive advantage. With the advent of fintech and crypto platforms, financial services have become more accessible, efficient and transparent for customers. However, the combination of soc…

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Are Product Managers The Enemy? | Rich O'Farrell 1:03:02

1M ago1:03:02

1:03:02

Message the show! Is your product manager helping—or holding you hostage? This week on WFM Unfiltered, Irina brings on Rich O’Farrell, a seasoned contact centre insider turned Product Director, to finally answer the burning question: are product managers the enemy? From call centre agent to the head of WFM product strategy at Verint, Rich has seen …

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Designing AI products: Insights from Figma's 2025 report 32:43

1M ago32:43

32:43

Episode web page: https://bit.ly/4400s9a ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, Jason Giles, VP of Design at UserTesting, chats with Andrew Hogan…

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[S03E08] Data Minimalism, Experimentation, and Ethical AI with Matt Gershoff 43:37

1M ago43:37

43:37

In this episode, Sani sits down with Matt Gershoff, CEO and Co-founder of Conductrics, to talk about how being intentional, not just fast, leads to better experimentation, better customer relationships, and better outcomes. Matt shares the wild story of how a machine learning summer school (and donkeys in pajamas!) helped spark Conductrics. They un…

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Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega 35:03

1M ago35:03

35:03

Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are imp…

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Google Doesn’t Need Your Blog Posts Anymore, Here’s What to Do Instead with Jono Alderson 9:33

1M ago9:33

9:33

Is content marketing finally dead? In this no-BS conversation, I’m joined by digital strategist Jono Alderson to unpack the new reality of SEO, content, and how Google’s evolution is leaving traditional marketing behind. Jono explains why so much content is now obsolete, how search is changing with AI, and why the only real path forward is to be mo…

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Implementations S*ck | Adam Saad 34:58

1M ago34:58

34:58

Message the show! Implementations suck. You know it. We know it. Adam Saad really knows it. And he’s not here to sugar-coat a damn thing. In this episode of WFM Unfiltered, Irina teams up with Adam—Founder of Tech Stack Advising and host of the Scaling Out Loud podcast—to dismantle the illusion of smooth software implementations. From toxic vendor …

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Leading AI transformation with Greg Shove of Section 30:06

1M ago30:06

30:06

Episode web page: https://bit.ly/4jHDYyu ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- PROMO CODE for this episode with Section's Greg Shove: USERTESTING30 The code is good for Section cours…

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Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk 57:42

2M ago57:42

57:42

Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhl…

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Are BPOs Worth It? | Dan Piper 42:10

2M ago42:10

42:10

Message the show! Is your BPO partner a strategic asset—or an operational liability? In this explosive episode of WFM Unfiltered, Irina pulls no punches and brings in transformation heavyweight Dan Piper to dissect the real state of Business Process Outsourcing in today’s contact centre chaos. Dan’s 20-year career in operations and BPOs—from team m…

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Is the Internet Dead? The Rise of Bot-to-Bot Web & the Decline of Human Content with Anne Berlin 10:16

2M ago10:16

10:16

In this episode of No Hacks, host Sani is joined by technical SEO strategist Anne Berlin to explore one of the most disturbing and fascinating topics on the web today: the Dead Internet Theory. Is most of what we see online actually created by bots, for bots? What happens when the web becomes a wasteland of AI-generated slop and abandoned digital r…

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How customer journey mapping and storytelling unlock innovation at G2 34:17

2M ago34:17

34:17

Episode web page: https://bit.ly/4l9JDil ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at podcast@usertesting.com ----------------------- In this Insights Unlocked episode, UserTesting’s Jason Giles sits down with Dane Howard, Vice President…

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AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe 29:25

2M ago29:25

29:25

Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about some new research that Adobe just published called AI to Cart, which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search a…

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What does the Law say about AI | John Walter 43:41

2M ago43:41

43:41

Message the show! What does the law say about AI? And more importantly, what should we be asking? In this episode of WFM Unfiltered, Irina sits down with John Walter — lawyer, tech innovator, and founder of ProxyLink — to dissect the growing tension between artificial intelligence and legal boundaries in the contact center space. From transitioning…

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#42: Maintaining authenticity as you scale with Fred Meyers, Queensboro 22:41

2M ago22:41

22:41

How do you take a business from a basement office in Queens to a $25 million company—without losing the personal touch that made it special in the first place? Joining us today is Fred Meyers, President and Founder of Queensboro, a company that has revolutionized the custom logo apparel industry. Fred spotted a market gap while doing laundry in his…

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How FNBO is leverages its content marketing strategy to build trust and increase CSAT 34:37

2M ago34:37

34:37

Episode web page: https://bit.ly/4l9JDil ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a st…

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[S03E07] Growing Smarter, Not Louder: The 1-1-1 Framework for Early-Stage Startups with Ward van Gasteren 37:22

2M ago37:22

37:22

Growth doesn’t have to mean being everywhere at once or chasing every shiny new tactic. In this episode of No Hacks, I talk with Ward van Gasteren — one of Europe’s first growth hackers — about how to grow smarter, not louder. Ward shares his go-to method for helping early-stage startups: the 1-1-1 Framework — one audience, one channel, one message…

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[SHORT] Winning Buy-In: How to Build a Support Network for Digital Experimentation with Sam Barber 9:02

2M ago9:02

9:02

In this episode, senior experimentation specialist Sam Barber joins me to unpack what it really takes to drive change through digital experimentation. Spoiler: it’s not just about tests and tools, it’s about people. They explore how to build a solid support network inside any organization, how to win over skeptics, and why shouting (strategically) …

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#41: Connecting deeply with B2B audiences with Jason Ing, Gusto 29:57

2M ago29:57

29:57

Payroll isn’t exactly what you’d call exciting—so how do you take a - let’s face it - rather boring topic like that and make it relatable, engaging, and even funny enough to capture an audience’s attention? Joining us today is Jason Ing, Chief Marketing Officer at Gusto, a leading platform that provides small and medium-sized businesses with payrol…

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How Anthropologie gets omnichannel right (and what to learn) 27:29

2M ago27:29

27:29

Episode web page: https://tinyurl.com/2b3dz2z8 ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click o…

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[S03E06] What Go-to-Market Really Means — Early Traction, Smart Systems, and AI with Maja Voje 51:29

2M ago51:29

51:29

You’ve probably heard “go-to-market” thrown around like it’s just a product launch. But it’s way more than that — and today’s guest breaks it all down with clarity, energy, and zero fluff. In this episode, I sit down with Maja Voje, an internationally recognized go-to-market strategist who’s worked with over 750 companies, including global giants l…

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The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics 1:03:43

2M ago1:03:43

1:03:43

Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX …

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CEO Chris King defines Monster Mini Golf's 'philosophy of fun' CX strategy 14:42

2M ago14:42

14:42

In this episode of the CX Innovators podcast, Chris King, CEO of Monster Mini Golf; shares insight on how the indoor family entertainment brand fulfills its 'philosophy of fun' and why it's the center piece of the brand's customer experience strategy. Monster Mini Golf is an indoor family entertainment brand with 30-plus franchise locations across …

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[SHORT] What Google Analytics Can’t Tell You (But Your Users Will) with Daniël Granja Baltazar 9:25

2M ago9:25

9:25

Google Analytics shows you what users do — but it can’t tell you why. In this episode, Daniël Granja Baltazar explains how qualitative research reveals the story behind the numbers, helping marketers improve conversion, fix broken journeys, and build better customer experiences. With real examples from his work at Vodafone Business, Daniël shares h…

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Working From Home... Or Not? | Adrian Hawes 34:23

2M ago34:23

34:23

Message the show! The battle between remote work, hybrid models, and full office life rages on—and we’re diving straight into the fire. In this episode of WFM Unfiltered, Adrian Hawes joins Irina to dissect the realities, myths, and consequences of remote work in the contact center industry. Is working from home still the productivity dream we thou…

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#40: Harnessing the Power of PR to Scale B2B with Karla Jo Helms, JOTO PR Disruptors™ 27:29

2M ago27:29

27:29

Is your brand’s story building trust—or are you leaving credibility to chance? Our guest today is Karla Jo Helms, Founder and CEO of JOTO PR Disruptors™. Karla is an expert in transforming B2B brands through innovative public relations strategies. With a career dedicated to building trust, managing crises, and leveraging data-driven storytelling, s…

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Search Experience Optimization (SXO): The Future of SEO? 26:47

2M ago26:47

26:47

Episode web page: https://tinyurl.com/45pcxtn9 How can businesses move beyond traditional SEO rankings to create a truly engaging and high-converting user experience? In this episode of Insights Unlocked, host Nathan Isaacs sits down with Georgia Tan, co-founder of Switch Key Digital, to discuss the future of search and the rise of Search Experienc…

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Is automation the key to more human, personalized experiences? (feat. Bal Mahal and David Wachs) 26:51

3M ago26:51

26:51

On this episode, we explore practical strategies for maintaining authentic customer connections and how, paradoxically, automation can make your experiences more human — not less. As brands scale, creating personalized customer experiences becomes increasingly challenging. Automation, when thoughtfully implemented, can create space for human team m…

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[S03E05] The Power of Founder Brand: Why B2B Growth Starts With You with Ognjen Bošković 40:51

3M ago40:51

40:51

Most B2B founders wait too long to start building their personal brand—if they think about it at all. But those who get it right unlock a massive competitive edge. In this episode, Ognjen Bošković breaks down what founder branding actually is, why it works, and how to do it without falling into the typical LinkedIn traps. About the Guest Ognjen Boš…