Best CX Show Conversations On Customer Experience Podcasts (2025)

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How To Hit $1M Months Selling Hard Gated Brands — Aaron O'Sullivan | Why New Amazon Stores Are Gated, How To Buy Aged Amazon Accounts, The Process Of Selling Amazon Stores, Why Multiple Stores Mitigate ... 27:45

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3d ago27:45

27:45

In this episode, we dive into the challenges of selling on Amazon, including gated brands and slow cash flow. Aaron O'Sullivan, co-founder of Sellmyselleraccount.co and ecomstores.com, shares how acquiring aged Amazon seller accounts can provide instant access to restricted categories, speed up cash flow cycles, and mitigate the risk of account sus…

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Zurich’s Chief Customer Officer on Taking Insurance Beyond Protection 26:09

3d ago26:09

26:09

Forty percent of policyholders have no interaction with their insurer each year. Instead of seeing a compliance gap, Zurich's Chief Customer Officer, Conny Kalcher, saw a massive growth opportunity. This week on The Modern Customer podcast, Conny reveals the high-impact strategic framework she applied, leveraging decades of success at The Lego Grou…

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#65: Transforming CX with AI plus People, Processes, and Platforms, with John Durocher, Calix 23:03

4d ago23:03

23:03

Are your people, processes, and platforms delivering value or to drive better customer experiences, or are they—and your CX—disconnected and siloed? Agility requires a willingness to adapt and evolve, as well as a deep understanding of how customer trust is built (or broken) through simplicity, personalization, and empowered employees. Today, we're…

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Flipping the funnel starts with knowing your customers with Sangram Vajre 46:35

3d ago46:35

46:35

In this episode of Insights Unlocked, host Nathan Isaacs sits down with Sangram Vajre—co-founder of Terminus and GTM Partners, bestselling author, and pioneer of the Flip My Funnel movement—to explore how customer-first thinking reshapes business growth. Sangram recounts the moment of inspiration that led to flipping the traditional sales funnel on…

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How AI Is Changing The Way Amazon Is Managed — Jerry Vida | How AI Is Automating Amazon Optimization, Why Focusing On Profit Is Better Than On Revenue, Why Manual Amazon Tasks Hurt Business Growth, Why ... 21:54

5d ago21:54

21:54

In this episode, we dive into how AI is reshaping Amazon store management and the critical importance of focusing on profitability over just top-line revenue. Jerry Vida, Co-founder of Peak ROAS, shares how his agency helps seven- and eight-figure brands scale by leveraging AI to streamline time-consuming tasks like PPC and listing optimization. He…

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B2B CX at Scale: Inside the World’s Largest Logistics Real Estate Network 26:58

11d ago26:58

26:58

By Blake Michelle Morgan

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#64: Successful AI adoption requires human ingenuity, with Nickole Brown, Cella by Randstad Digital 25:40

11d ago25:40

25:40

By The Agile Brand

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All the questions you had about synthetic users but were afraid to ask 42:51

11d ago42:51

42:51

Episode web page: https://bit.ly/42dkHi0 ----------------------- Episode summary: In this thought-provoking episode of Insights Unlocked, host Lija Hogan sits down with Dr. John Whalen—cognitive scientist, author, and founder of Brilliant Experience—to explore how artificial intelligence is reshaping the way teams conduct customer research. With de…

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How to Increase Shopify Revenue with Bundles and Bulk Discounts — Katie Keith | Why Stores Struggle With AOV, How Bundles Boost Sales and AOV, What Discount Pricing Psychology Works Best, Why B2B Versus ... 20:31

12d ago20:31

20:31

In this episode, we unpack bundles and bulk discounts and how they can nudge customers to buy more and boost revenue. Katie Keith, Founder and CEO of Barn2 Plugins, shares why most stores struggle to increase average order value and how her new Shopify app bridges the gap between different discount strategies. She also provides a masterclass on dis…

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AI Agents Explained: The Future Of Customer Experience — Dom Steil | Why Scaling Brands Need AI, Why AI Agents Make Support Proactive, How iCommerce Powers DTC Growth, What Sets CX AI Agents Apart From ... 22:44

17d ago22:44

22:44

In this episode, we dive into how AI agents are changing customer support (CX) and operations for DTC brands. Dom Steil, CEO and Founder of StateSet, shares how his platform automates complex tasks like warranty replacements and subscription changes while keeping a personal touch. He explains the difference between AI agents and chatbots, how to ma…

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Leveraging Everyday AI to Transform the Customer Relationship 29:50

18d ago29:50

29:50

Too many companies see AI only as a cost-cutting shortcut, rolling out rushed AI deployments that frustrate customers. But the real opportunity lies in everyday AI: using it to handle what humans don’t do well, so people can focus on what they do best—building authentic customer relationships. This week on The Modern Customer Podcast, Henrik Werdel…

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#63: Marketing in a world of agent to agent transactions with Mathieu Dhondt, EPAM 23:41

18d ago23:41

23:41

By The Agile Brand

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Build your Plan B: How content entrepreneurship can unlock freedom and meaning 43:52

19d ago43:52

43:52

Episode web page: https://bit.ly/46shU5A ----------------------- Episode summary: Joe Pulizzi—bestselling author, founder of the Content Marketing Institute, and creator of the Content Inc model—joins host Nathan Isaacs to talk about redefining work, meaning, and success in the age of AI and economic uncertainty. From his transition after a success…

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How To Succeed In Europe’s Fragmented Ecommerce Market — Nicolas Appert | Why Europe Is 30 Unique Markets, What Marketplaces Exist Beyond Amazon, What True Localization Requires, How To Select The Best ... 26:09

19d ago26:09

26:09

In this episode, we dive into the challenge of selling products across the diverse markets of Europe. Nicolas Appert, CEO of Lengow, shares why Europe is a huge market of 30 small, unique countries with different rules, languages, and payment habits. He explains how localization is key, going beyond simple translation to include cultural understand…

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From Chat To Checkout: How WhatsApp And AI Are Shaping The Future Of Ecommerce — Giorgio Pagliara | Why Commerce Shifts To Conversational AI, How AI Creates Personal Shopping Journeys, What Makes WhatsApp ... 26:47

24d ago26:47

26:47

In this episode, we explore how to boost engagement and recover sales by moving from clicks to conversations. Giorgio Pagliari, CEO of Spoki, shares how his platform uses WhatsApp and AI to deliver instant customer support, automate communications, and drive revenue growth for ecommerce businesses. He also explains how AI is creating a new era of c…

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How Emotional Connection Powers Luxury In Customer Experience 28:36

25d ago28:36

28:36

Great luxury brands compete on more than quality — they win on the experiences customers remember most. This week on The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shared how the Swiss watchmaker sustains loyalty by pairing world-class craftsmanship with emotional connection — and what leaders in any industry can t…

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#62: B2B CX and the Evolving B2B Customer with Rajesh Sankaran 21:21

25d ago21:21

21:21

Agility requires a deep understanding of evolving customer expectations and the ability to adapt quickly to meet those needs, especially in the complex B2B landscape. It also demands breaking down silos between marketing, sales, and customer service to create a unified customer journey. Today, we're going to talk about the nuances of B2B customer e…

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Why Ecosystem-First Matters On Shopify — Anton Ekström | Why Shopify Is The Commerce OS, How AI And Shopify Sidekick Support Merchants, Why Paid Beats Free Shopify Themes, What To Check In A Shopify Theme ... 25:11

26d ago25:11

25:11

In this episode, we explore why a Shopify ecosystem-first approach is key for e-commerce growth. Anton Ekström, an entrepreneur and expert at Iggy Agency, explains why merchants should see Shopify as a powerful operating system, not just a simple store builder. He also shares tips on how to choose the right theme, avoid app clutter, and leverage Sh…

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Unlocking SaaS growth with fast, focused customer research with Asia Orangio 41:44

26d ago41:44

41:44

Episode web page: https://bit.ly/46FFJbA ----------------------- Episode summary: In this episode of Insights Unlocked, we dive deep into the intersection of customer research, growth strategy, and fast decision-making with Asia Orangio, founder and CEO of DemandMaven. Host Lija Hogan, principal of experience research strategy at UserTesting, guide…

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How To Boost Ecommerce Retention And LTV With No-Code Mobile Apps — Gaurav Parvadiya | Why AI Powers E-commerce Growth, Why Retention Beats Acquisition, Why Push Notifications Win, How To Use App Data ... 23:24

1M ago23:24

23:24

In this episode, we dive into the challenge of keeping customers coming back to online stores. Gaurav Parvadiya, founder and CEO of Twinr.dev, shares how mobile apps are changing the game for brands. He explains how apps can drive engagement, repeat purchases, and long-term loyalty by reaching customers directly and offering a more personal shoppin…

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Therabody’s Transformation Into a Customer-First Brand 30:28

1M ago30:28

30:28

This week on The Modern Customer Podcast, John Solomon, CMO of Therabody, shares how the company rebuilt its brand around the customer. By shifting from product-first to customer-first, Therabody expanded relevance, built trust, and strengthened loyalty. AI then pushed personalization even further—turning product use into connected experiences that…

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#61: How agentic AI can transform B2B event marketing with Travis Cushing, CPO of RainFocus 23:19

1M ago23:19

23:19

If you had to bet on one technology that will fundamentally reshape B2B marketing in the next five years what would it be, and would it have “agentic” and “AI” in the name? Agility requires not just reacting to technological advancements like agentic AI, but proactively experimenting with them and adapting your strategies based on real-world result…

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Why brand matters and how CMOs are playing out of position 42:38

1M ago42:38

42:38

Episode web page: https://bit.ly/3K2NcZn ----------------------- Episode summary: In this episode of Insights Unlocked, Joe Chernov, a seasoned B2B marketing leader and Executive in Residence at Battery Ventures, joins host Johann Wrede to unpack the modern CMO’s biggest trap—playing out of position. Joe shares the pivotal career moment that pulled…

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Ecommerce Advertising: A Comprehensive Guide — Noah Wickham | Why Brand Building Is Crucial, Why You Need An Ads Budget, How To Stand Out On Amazon, How To Optimize Your Listings, How To Use Data To Grow ... 30:30

1M ago30:30

30:30

In this episode, we explore the challenges of standing out in crowded marketplaces and driving real e-commerce growth. Noah Wickham, Vice President of Sales and Marketing at My Amazon Guy, shares his approach to helping brands succeed by focusing on differentiation, understanding the competitive landscape, and creating a strong brand identity. He a…

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How AI Is Changing Ecommerce Accounting — Barbara Malisz-Talha | What Bad Data Does To Your Finances, Why Multi-Channel Selling Creates Messy Data, How To Use Automation To Clean Up Your Books, Why You ... 24:39

1M ago24:39

24:39

In this episode, we explore why many e-commerce brands struggle with tracking their finances and what they can do to fix it. We are joined by Barbara Malisz-Talha, Product Manager at Synder, who shares how her company helps businesses turn messy, complex financial workflows into clean, intuitive automation. She explains the risks of "flying blind" …

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How Aflac Balances AI and Empathy to Drive CX ROI 26:07

1M ago26:07

26:07

This week on The Modern Customer Podcast, Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how the company blends AI and empathy to transform customer experience in insurance. Insurance is one of the oldest industries, yet it faces modern pressures of speed, digital expectations, and customer tru…

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#60: Anticipating and adapting to change with Kathleen Pomento, ProcureAbility 22:40

1M ago22:40

22:40

Agility requires not only adapting to change but also anticipating it. This means understanding the evolving needs of your customers and the broader market landscape, and adjusting your strategies accordingly. Today, we're going to talk about navigating the complexities of marketing in the procurement services industry, especially in times of econo…

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How to stop wasting research and turn customer insights into action with Jake Burghardt 37:35

1M ago37:35

37:35

Episode web page: https://bit.ly/3UXulRJ ----------------------- Episode summary: In this episode of Insights Unlocked, host Lija Hogan sits down with Jake Burghardt, author of Stop Wasting Research and ex-Amazon and ex-Microsoft. Together, they dive into one of the most overlooked challenges in customer research: why so much valuable insight never…

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Why AI Optimization Is The Next Growth Lever For Ecommerce — Dr. Jonathan Snow | How To Optimize Your Brand For AI Search, What Drives Performance On Each AI Model, How To Use AI For Retention, How To ... 21:25

1M ago21:25

21:25

In this episode, we explore why AI is the next big business lever for e-commerce. Dr. Jonathan Snow, Chief Innovation Officer at Avenue Z, shares how brands can leverage AI for media buying, content creation, and search optimization to boost visibility, conversions, and retention. He also explains the biggest risks for brands that aren't adapting t…

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Lenovo’s CXO on Driving Business Growth Through Total Experience 27:14

2M ago27:14

27:14

This week on The Modern Customer Podcast, Dilip Bhatia, Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. Lenovo, a $69B company operating in 180 markets, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of “Smarter Technology for All,…

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#59: Maintaining customer centricity by knowing when to automate with Jeanne Duca, BCN 17:36

2M ago17:36

17:36

With customer centricity being top of mind, is the rush to automate and hyper-personalize making things better or is it making customers feel less connected to their favorite brands? Agility requires keeping the human elements of empathy and understanding visible and audible beneath growing layers of automation tools. Today we’re going to talk abou…

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Creating workplaces that work for all to thrive with Tara May 38:44

2M ago38:44

38:44

Episode web page: https://bit.ly/4fEzKXi ----------------------- Episode summary: In this thought-provoking episode of Insights Unlocked, host Lija Hogan is joined by Tara May, CEO of Spirit Tech—a pioneering tech company where more than 90% of the staff are autistic. Together, they explore what it truly means to create inclusive workplaces, the bu…

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11 Years Of Facebook Advertising Expertise In 30 Minutes — Sam Piliero | Why Scaling Ad Spend Hits Limits, What Role AI Plays In Advertising, Why Behavior Analysis Drives Better Optimization, Why Brands ... 31:39

2M ago31:39

31:39

In this episode, we dive into the challenge of scaling ads profitably and avoiding wasted spend. Sam Piliero, CEO and founder of The Moonlighters, shares how his M3 method helps brands break through growth plateaus by betting on the best-performing channels, structuring campaigns the right way, and using cost controls to drive predictable results. …

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How To Drive Sales With AI, Tiktok Lives, And UGC — Ian Sells | What Drives Engagement, How AI Finds Winners And Hooks, Why Most Brands Fail With Creators, Why Authentic Content Beats AI, How An All-In ... 24:33

2M ago24:33

24:33

In this episode, we explore how brands can win with user-generated content, AI tools, and TikTok Live to cut costs and boost sales. Ian Sells, founder of Join Brands, shares why most creators don’t drive results, how AI helps pick the right ones, and what makes content engaging. He also explains how brands can launch UGC campaigns fast, protect aga…

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AT&T’s CX Strategy to Manage 100 Million Customers 29:45

2M ago29:45

29:45

AT&T serves more than 100M customers with the support of 140,000 employees. Keeping customer centricity alive at that scale takes real focus. On this week’s Modern Customer Podcast, Jenifer Robertson, EVP & GM of AT&T Mass Markets and Mobility, joins the show. Jenifer was AT&T’s first Chief Customer Officer, launching its customer-centric transform…

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#58: Interfaces that generate joy, with Dominik Angerer, Storyblok 20:44

2M ago20:44

20:44

Is it possible for enterprise marketing technology to actually spark joy? Or are we all just resigned to a future of clunky interfaces and frustrating workflows? Agility requires adaptable technology and empowered teams. It also requires a willingness to embrace new approaches and a focus on continuous improvement. Today, we're going to talk about …

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How To Build A Resilient Post-Purchase Tech Stack — Prashant Gupta | Why Loyalty Is Built After Checkout, What To Fix Right After An Order, Why Tracking Builds Trust, How AI Confirms Orders, Why Returns ... 25:03

2M ago25:03

25:03

In this episode, we explore why the post-purchase journey is the key to customer loyalty and repeat sales. From proactive updates to AI-powered personalization and smarter returns, you’ll learn simple ways to boost retention and create a wow experience after checkout. Prashant Gupta, Co-Founder and CTO of ClickPost, shares how brands can turn order…

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Optimize with empathy: Gwen Hammes on turning behavior into brand impact 30:57

2M ago30:57

30:57

Episode web page: https://bit.ly/4fEzKXi ----------------------- 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 [email protected] ----------------------- Episode summary:This week on Insights Unlocked, Nathan Isaacs sits down with Gwen Hammes, co-CEO of CRO…

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How To Scale Your DTC Business Globally — Alex Yancher | What Blocks Brands From Going Global, What VAT-ready Pricing Looks Like, Tariffs, Taxes & Localization, Why $1 Orders Trigger Duties, Why Duties ... 27:39

2M ago27:39

27:39

In this episode, we dive into the challenges and opportunities of selling products globally. Alex Yancher, co-founder and CEO of Passport, explains how brands can navigate tariffs, taxes, and shipping rules while reaching customers worldwide. He shares strategies for going international fast, using local pricing and VAT, and avoiding surprises with…

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Turning Customer Conversations Into Business Value With Voice AI 31:31

2M ago31:31

31:31

Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed into meaningful conversations that build loyalty and drive growth. On the latest The Modern Customer Podcast, I had a conversation with @Carson Hostetter, EVP & GM of AI + CX at @RingCentral, about how comp…

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#57: Supply chain as competitive advantage with Salvatore Lombardo, Coupa 20:43

2M ago20:43

20:43

Is your supply chain a competitive advantage, or your biggest liability waiting to be exposed? Agility requires preparing for the unpredictable, especially when your brand’s ability to deliver hinges on global events that are entirely out of your control. In a world of political unrest, regulatory change, and natural disasters, the brands that win …

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How To Personalize Your Ecommerce Site For More Sales — Sergiu Cazac | Why Experimentation Fuels Growth, Why Understanding Customer Journeys Improves Sales, Why Hypothesis-driven Testing Beats Guessing ... 27:10

2M ago27:10

27:10

In this episode, we dive into why ecommerce brands should focus on experimentation over chasing traffic. Sergiu Cazac, founder of personizely.net, shares how mapping the customer journey, testing smarter, and learning from failed experiments can unlock higher conversions. He explains what makes A/B testing tools easy to use, why timing matters, and…

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Every (buying) decision is emotional with Talia Wolf 30:22

2M ago30:22

30:22

Episode web page: https://bit.ly/3Jjar14 ----------------------- 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 [email protected] ----------------------- Episode summary:In this episode of Insights Unlocked, host Nathan Isaacs sits down with Talia Wolf—foun…

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Struggling with Ad Spend ROI? Try Marketing Mix Modeling — Michael True | Why More Ad Channels Make Attribution Messy, Why Top-of-Funnel Is Hard To Measure, How To Link Offline Sales To Digital Ads, How ... 23:00

2M ago23:00

23:00

In this episode, Mike True, Co-Founder and CEO of Prescient AI, shares how brands can cut through messy multi-channel ad data with marketing mix modeling. He explains how to see the true impact of top-funnel channels like YouTube, TV, and influencers, track offline sales, and optimize budgets daily. Mike also reveals how AI-driven insights help bra…

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How Agentic AI is Reshaping Customer Experience at Scale 26:57

2M ago26:57

26:57

AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust. In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CE…

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#56: Building a global B2B marketing strategy with Sangeeta Prasad, Slalom 16:31

2M ago16:31

16:31

What’s harder—building a global marketing strategy from scratch, or educating your organization on why it matters in the first place? Today’s guest has done both—twice. Sangeeta Prasad is the Chief Marketing Officer of Slalom, a global business and technology consulting firm with $3 billion in revenue and a presence in over 40 markets. With three d…

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What Every Brand Needs To Know About Shipping Costs, Duties, And Returns For Heavy Goods — Robert Khachatryan | Why Brands Should Go Global, Why Bulky Items Add Hidden Costs, Why Taxes And Duties Matter ... 14:59

2M ago14:59

14:59

In this episode, we talk about the challenges of shipping big, bulky, and high-value products like furniture, fitness gear, and electronics. Robert Khachatryan, founder and CEO of Freight Right Global Logistics, shares how to avoid costly mistakes, handle hidden fees like taxes and duties, and make selling large items internationally simple and pro…

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Conversion copywriting starts with customer research 31:18

2M ago31:18

31:18

Episode web page: https://bit.ly/45oE6gF ----------------------- 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 [email protected] ----------------------- Episode summary: In this episode of Insights Unlocked, host Nathan Isaacs chats with Chris Silvestri, f…

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Why Your User Generated Content Isn’t Converting — Elijah Khasabo | Why The First 3 Seconds Count, Why UGC Must Fit Each Platform, Why Polished Content Kills Authenticity, How To Test Content At Scale ... 29:48

2M ago29:48

29:48

In this episode, we talk about why most user-generated content (UGC) doesn’t convert into sales—and how to fix that. Elijah Khasabo, founder of Vidovo, shares hard truths about why flashy videos often flop and what brands should do instead. He breaks down how to create real, effective content, how to brief creators the right way, and what makes UGC…

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People, Purpose, Products: Designing Customer Experiences That Truly Connect 33:27

2M ago33:27

33:27

This week on The Modern Customer Podcast, I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters loyalty, trust, and measurable results. Jeff shares how Qualtrics is transforming feedback with AI‑powered conversations that incre…