Navigating the Customer Experience

Send us Fan Mail What if the most valuable thing a customer could do for your business was complain? In this episode of Navigating the Customer Experience, Yanique Grant sits down with Michael Podolsky , co-founder and CEO of PissedConsumer.com and Wisebrand.com, to explore the power of negative feedback and why organizations that take it seriously are the ones that build lasting customer loyalty....

Send us Fan Mail NAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs What happens to your customers when the leader serving them is running on empty? In this episode, Yanique Grant sits down with Dr. Kerriann M. Peart , organizational psychologist, executive coach, and founder of Island Rooted Co., for a conversati...

Send us Fan Mail What does it actually take to lead in an era where artificial intelligence is reshaping every industry, every role, and every assumption about how work gets done? On this episode of Navigating the Customer Experience, Yanique Grant sits down with Jack Jendo , founder of BrainDigits, AI strategist, and author of Lead Forward, to explore what the future workplace really looks like a...

Send us Fan Mail 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation This episode is unlike any other in the 272-episode history of Navigating the Customer Experience. To celebrate 10 years of podcasting, host Yanique Grant invited her daughter Summer to turn the tables, Summer takes the microphone and interviews her mom about the journey, the hard lessons, and what t...

Send us Fan Mail What does it take to walk into a room full of strangers and walk out with real connections? In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Alexandra Silva Labarr , internationally recognized speaker, author, and founder of Xandra Marketing and PR. Known as the Networking Queen, Alexandra brings over 25 years of experience in marketing, bus...

Send us Fan Mail "What happens when the inventor of the Video Sales Letter meets AI? Jon Benson joins us for a conversation that will change how you think about creativity, copy, and your business." In Episode 271 of Navigating the Customer Experience, host Yanique Grant sits down with Jon Benson, the pioneering copywriter and entrepreneur who invented the Video Sales Letter (VSL) the fo...

Send us Fan Mail In this episode, Yanique Grant sits down with Jimi Gibson , VP of Brand Communication at Thrive Internet Marketing Agency, to explore how AI is fundamentally changing business visibility online. Jimi shares insights from 20+ years in digital marketing and 70+ podcast appearances, discussing the critical shift from traditional SEO to AI Search Optimization (Answer Engine Optimizati...

Send us Fan Mail In this insightful episode of Navigating the Customer Experience , we welcome Victoria Mensch , Founder & CEO of the Silicon Valley Executive Academy , for a powerful conversation on leadership, innovation, and thriving in the age of AI. With a PhD in Psychology, an MBA from UC Berkeley, and more than 25 years in Silicon Valley, Victoria has built her career at the intersectio...

Send us Fan Mail In this episode of Navigating the Customer Experience , Gal Borenstein, Founder and CEO of The Borenstein Group, joins us for a powerful conversation on trust, branding, and customer experience in the digital and AI era. With nearly 30 years of experience advising growth-oriented organizations in complex and regulated industries, Gal shares how leaders can protect credibility and...

Send us Fan Mail In this episode of Navigating the Customer Experience , we sit down with Mark Fithian and Jeff Rosenberg, cofounders of WideOpen, a strategic customer experience (CX) consulting firm, and authors of the book The CX Imperatives: Five Strategic Practices for Renewal of the Customer-Centered Enterprise . With more than 30 years of experience each, Mark and Jeff bring deep insight fro...

Send us Fan Mail In this episode of Navigating the Customer Experience , we sit down with Jeremie Kubicek , a powerful communicator, serial entrepreneur, and co-founder of GiANT, a global leadership development company. Jeremie is the author of several influential leadership books, including 5 Voices , 5 Gears , The 100X Leader , The Peace Index , and his newest release, The Voice-Driven Leader. J...

Send us Fan Mail In this episode of Navigating the Customer Experience , we sit down with Jean-Pierre LaCroix—President and Chief Strategy Officer of SLD, brand visionary, author, and creator of groundbreaking tools such as the Trust Ladder and the Ideal Omni Experience Model. With more than 46 years of experience helping global organizations transform their retail, brand, and customer experience...

Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Ty Givens, the dynamic Founder and CEO of CX Collective, a consultancy known for building customer experience programs that scale while still feeling human. With a career that began at just 18 years old, Ty walks us through her remarkable journey from her first customer service desk at Office Depot to leading...

Send us Fan Mail 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...

Send us Fan Mail 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 bette...

Send us Fan Mail 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. W...

Send us Fan Mail 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 in...

Send us Fan Mail 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 te...

Send us Fan Mail 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 an...

Send us Fan Mail 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 expe...

Send us Fan Mail 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 ha...

Send us Fan Mail 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....

Send us Fan Mail 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 le...

Send us Fan Mail 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...

Send us Fan Mail 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 si...