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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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Episode #238:
Rich Watson, CRO at Amira Learning, explains why customer experience is now the primary driver of competitive advantage. He highlights how AI accelerates product creation, making experience the true differentiator. He outlines why renewals and expansion depend on consistent value. He also shows how organizations can evolve compensation, structure, and technology to align around the customer journey.
“Customer experience is going to rule everything because solutions are easier to build than ever, and the real differentiator will be how companies deliver value.” – Rich Watson
This episode explores why CX has overtaken product features as the actual growth engine. Rich shares practical examples from sales, customer success, and product teams, showing how organizations can unify around value delivery to strengthen renewals, reduce churn, and accelerate expansion paths in a changing AI landscape.
241 episodes
