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Chase Taber Podcasts
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Customer Confidential: Untold Stories of Earned Growth
Rob Markey, Bain & Company partner and customer experience expert
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The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include C ...
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Ep. 258: Charlon McIntosh & Melissa Pint | "We Didn't Do Interesting. We Did Effective": Accountability is the Product at Frontier
47:35
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Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy? Charlon McIntosh, Chief Customer Operations Officer, and Melissa Pint, Chief Digital Information Officer, both joined Frontier Communications on the same day in 2021. At the time, Frontier faced both bankruptcy and a reputatio…
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Halloween 2025 - El Muerto Rides Again and Eldorado's Demon Dogs
24:49
24:49
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Send us a text For this special Halloween episode we have two tales for you listeners. These legendary tales have been told by firelight for many years and tonight you'll hear Nash Wilders interpretation of them. Hope you're ready for a double dose of frontier frights. First we ride into the moonlit mesquite of South Texas where a headless appariti…
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Ep. 257: John Finley | Stop Chasing Surveys: How to Earn the Next Customer Choice
13:56
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Episode 257: How do you earn the next banking customer's loyalty, one moment at a time? Focus on what customers choose, and why. According to John Finley, head of marketing, technology, and innovation at BMO, a bank operating across North America, customer loyalty shifts with context. His team takes signals—what customers say—and wires them back in…
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Send us a text Cooper Shay's soul hangs on by a thread thinner than silk as the black-eyed spirits close in on him. The wicked truth behind their arrival finally claws through the surface -- blood soaked, bitter, and older than the ranch itself. Cooper must face his sins buried in Tahquitz Canyon and decide whether redemption is worth the price of …
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Send us a text What has become of Cooper Shay since we last left him? The house sits quiet beneath a bruised sky, but something still moves behind its windows. As whispers echo through the halls of the decrepit home, pieces of Cooper's past begin to claw their way to the surface; old sins buried beneath dust and blood. What did Coot do to summon th…
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Send us a text On a forgotten stretch of high country sits Hangin' S Ranch, where Cooper Shay spends his final years confined to a wheelchair haunted by silence. But that silence doesn't last long. Strange figures with black, empty eyes began to appear beyond the windows of his ranch home -- watching, waiting, whispering his name. As the nights gro…
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Send us a text Looking for something spooky? Maybe something a bit outlaw? How about a little bit of both? Dead Crow Ranch is a new, fictional horror podcast with a bit of western twang. Stories are told campfire style by the undead narrator, Nash Wilder. This cowboy crypt keeper will bring you tales to chill your bones while you relax by the fire.…
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Ep. 256: Mike Milliron | "We Made It Cool to Care": From CX Resistance to Results
11:39
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Episode 256: What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard. At IMG Academy, a private sports academy and boarding school in Florida, Chief Operating Officer Mike Milliron led the launch of a centralized experience team. "Not interested," said everyone from athletics, academics, ath…
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Ep. 255: Jason Guardino and Karen San | How Turning 18 Can Break Your Relationship With Healthcare
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Episode 255: One of healthcare's biggest blind spots? When patients turn 18. It's the moment they age out of pediatrics and fall headfirst into a system designed to prioritize older, sicker adults. Physicians, stretched thin, reserve energy for complex cases, giving young adults shorter visits and less attention. That means early signs of medical t…
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Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail
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Episode 254: What if the future of AI in customer experience is built not by giant platforms but by small, reusable, open source AI agents? Gurdeep Pall, President of AI Strategy at Qualtrics, believes open, modular AI agents will outmaneuver big tech's locked-down systems. In this conversation from the X4 Summit, Gurdeep argues that "experience ag…
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Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op's Return to Customer-Centricity
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Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving. Desjardins is a 125-year-old financial co-op based in Quebec. It has deep community ties and a proud history. But that pride masked a painful truth: Members no longer saw it as customer-centric. The organization believed its cooperat…
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Ep. 252: Erin Wallace | The Data Doesn't Care How Good You Think You Are
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Episode 252: Most CX maturity assessments ask how you think you're doing. This one demands proof. Erin Wallace, director of client engagement at MyCX from Bain & Company, is helping to lead a fundamental shift in how companies measure CX maturity. Most tools rely on perception-based self-assessments that reward self-promotion over progress. The Cus…
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Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA
38:44
38:44
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Episode 251: In 2018, Dell set out to do something big: turn customer feedback into a system that could not only provide insights, but help set priorities and run the business. They had the data. They had the intent. But they made a compromise that many organizations settle on: Rather than enforce one unified approach to customer feedback, they all…
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Ep. 250: Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse
24:59
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Episode 250: Comcast solved the age-old problem of how to make employee suggestions a powerful, reliable source of value-driving improvements at scale. Sean McEntire, Comcast's Vice President of Customer Strategy and Operations, explains how the Outer Loop channels every employee elevation—no matter how small—through a disciplined screen, assigns a…
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Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away
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Episode 249: When "revenge travel" brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and revenue. Scott Taber, senior vice president of global hospitality, describes the Four Seasons philosophy: No points, no perks. Just great properties, individual recognition, personal service, and an emphasis on makin…
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Ep. 248: Utibe Bassey | Restoring Power, Recharging Customer Experience
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Episode 248: At Dominion Energy, keeping the lights on isn't just a priority—it's the single biggest driver of customer experience. But as customer expectations continue to evolve, the bar keeps rising. Customers don't just want to know when their power will be back, they want to know why it is out. And they expect that experience to be as seamless…
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Ep. 247: Mari Cross | These B2B Customers Don't Buy Features. They Buy Outcomes.
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Episode 247: What if customers achieve real results—but don't know it? Most vendors sell functionality. Mari Cross wants customers to see impact—in their own numbers, in real time. Mari Cross, Chief Customer Officer at Infor, is dismantling a common illusion: that delivering software features equals delivering value. Infor sells enterprise resource…
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Ep. 246: Deon Nicholas | A Glimpse of the AI Future—It's Here Today
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Episode 246: The AI future of customer service is already here—and it's better than most people think. In this episode, Deon Nicholas, President and Executive Chairman of Forethought, joins host Rob Markey to show us how some companies are already using AI to resolve customer issues end-to-end in ways we could barely imagine just a couple of years …
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Ep. 245: Eduardo Roma | When Effortless Digital Isn't Enough: Competing on Customer Relationships
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Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator? Eduardo Roma, Global Head of Customer Experience Transformation at Bain, believes companies that spent years optimizing transactions and digitizing every interaction are now unprepared for what matters most: becoming…
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Ep. 244: Eric Almquist | The Value Experience: Why Adding Elements of Value Adds Company Value
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Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making calculated trade-offs. In this special tribute show, we revisit our 2016 conversation with Eric Almquist, a former partner at Bain & Company, on the Elements of Value. This framework transforms how businesses un…
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Ep. 243: Cutler Andrews | When an 8% Donor Base Funds a University: Unlocking Hidden Alumni Engagement Opportunities
35:17
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Episode 243: At Emory University, 99% of donations come from just 8% of donors. It's a small alumni minority funding almost the majority of the university. This raises a big question: How do you cultivate loyalty among everyone else? In this episode, Emory's Chief Experience Officer, Cutler Andrews, describes how they're dismantling silos—by mergin…
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Ep. 242: Kunal Madhok | The Black Box Fallacy: Why Wells Fargo Doesn't Trust an AI It Can't Explain
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Episode 242: Wells Fargo has established a clear position on artificial intelligence: If you can't explain how an AI model works, you shouldn't deploy it. This stance challenges the common assumption that black box algorithms are acceptable costs of advanced AI capabilities. In this episode, Kunal Madhok, Head of Data, Analytics, and AI for Wells F…
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Ep. 241: Abhii Parakh & Mike Estep | Flawless Over Flashy: Prudential's Unconventional Path to Customer Experience Leadership
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Episode 241: When is mastering the basics a differentiator? In an industry where complexity is the norm, Prudential Group Insurance has made a counterintuitive strategic choice. While many companies chase innovation through digital transformation and enhanced features, Prudential has discovered that operational excellence—the "absence of noise"—can…
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Ep. 240: Caroline Lombardi | The Evolution of the Chief Customer Officer: From Scorekeeper to CEO Successor
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Episode 240: How has the Chief Customer Officer (CCO) role evolved over time? Traditionally focused on tracking metrics, CCOs now play a proactive and forward-facing role in driving business innovation. In this episode, Caroline Lombardi, Global Head of the Hospitality & Leisure Practice at Egon Zehnder, explores the CCO role's dramatic evolution. …
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Ep. 239: Dan McCarthy | Food for Thought: How External Data Analysis Can Unlock Competitive Insights
29:17
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Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another? Discover how analysis of externally sourced customer behavior data can fuel dramatic improvements in revenue forecasts and strategic decisions. See how competitor data analysis can help identify strengths and …
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Ep. 238: Brian Higgins | Building AI Trust: Verizon's Bold Bet on Deliberate Progress
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Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn't rushing to put AI in front of customers. Instead, they're deliberately building trust, refining data quality, …
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Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi
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How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup's Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi's strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…
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Ep. 236: David Tudehope & Joseph Michelli | "Zig When They Zag": Macquarie's Customer-Centric Revolution
37:17
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Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group's CEO, joins Rob Markey to discuss Macquarie's competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…
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