Science of CX

Michael Epstein has served as CMO of multiple Ecommerce Brands, where he leveraged mailing as a way to  improve customer loyalty, retention, and profitability.  He’s now a principal at PostPilot,  a platform that allows entrepreneurs, retailers and organizations to send personalized postcards and handwritten cards automatically and at scale.  Key Takeaways.  PostPilot, and the ability to send targ...

Dr. Ty Belknap is a techy-nerd internet marketing coach, SEO specialist, introvert and author.  The first book he co-authored, Special Edition Using Windows 98, became an Amazon.com best-seller. He also has three degrees in leadership, including a Doctor of Strategic Leadership in Life Coaching. Dr. Ty is the author of three books: Leadership for Introverts, Timeless SEO Secrets that Search Engine...

Wayne Mullins is a passionate entrepreneur committed to creating remarkable experiences, and building a team at Ugly Mug Marketing that produces extraordinary results for their clients.  He has been called “the guru’s guru,” as he is regularly called upon for advice from industry leading CEO’s, New York Times Best Selling Authors, and Silicon Valley startups.  He loves helping entrepreneurs challe...

Danna Olivo is a business growth strategist, serial entrepreneur, and public speaker who has over 35 years of experience in the architecture and construction business.  Commonly referred to as The Business Birthing Specialist, Dana is also the founder and CEO of MarketAtomy Academy, a vehicle she uses to work with small and medium business owners (SMBs) to help them build an infrastructure for sca...

 Flip Brown is the Founder and Owner of Business Culture Consultants. He runs his organization with the sole objective of helping good people in great organizations get better results through management consulting, executive coaching, and team facilitation services.  Are you the owner or leader of your business, company or organization? If so, then tune into the  show and listen in as Flip provide...

Joe is a freelance SEO consultant with more than 17 years experience. He started out as a self taught web designer in the mid-nineties.  Joe created Mr-SEO in 2004 and became a leader and recognized expert in the SEO community. In 2008 Joe sold Mr SEO to pursue other marketing ventures. He later took a role at ALM Media as head of SEO, creating marketing strategies for over 30 websites.  Key Takea...

Adam Sinkus is Digital Marketing Specialist and a Culture-Driven Leadership trainer and consultant. He’s the host of The Winning Tactics Podcast where he loves to discuss how leaders ultimately drive the culture of a business.  As a branding strategy consultant , Adam shows companies how to leverage social media and SEO tactics in order to understand their customers better, and increase productivi...

Michael leads the Customer Experience team at ASAPP. He works with customers like JetBlue, American Airlines, and Dish to help them implement AI solutions that augment and automate human work, empowering people to be their best. Prior to joining ASAPP, Michael served as SVP of Customer Care at Samsung, and held executive CX leadership roles at Electronic Arts and Apple. Key Takeaways.  Taking care...

Today I'm joined by  another interesting guest. Carnellia Ajasin. She is the CEO of Mind Katalyst, an innovation design and strategy technology firm. Carnellia is also a product executive, business advisor, investor and author. Carnellia and her team help ambitious organizations, nonprofits, and entrepreneurs stay relevant, understand digital trends, emerging technology, and create growth through...

advertising agencies before opening his own agency.  As a psychotherapist, Paul has worked with individuals and couples & also consulted with teams and organizations. Specialising in client relationships, he now works internationally to facilitate change between agencies and their clients. Key Takeaways.  Staying in control when it comes to direct relations with your customers. Becoming aware...

Tab pierce is a mentor, speaker, and the president of Caliber Security Partners; an organization that helps businesses transition past their barriers to growth, protect their business assets, and recover after a breach or data loss.  In today’s episodes, Tab shares how his company was faced with a $750,000 debt after a series of bad business and personal decisions. Tune in and find out how Tab was...

Ruben Ugarte is a Data and Decision Strategist. He’s also the author of the Data Mirage: Why Companies Fail to Actually Use Their Data.  Passionate about helping small businesses and entrepreneurs leverage the power of data, Ruben has helped over 75 medium-sized and large enterprises use data to make higher quality decisions. Decisions that result in significant performance boost, increased profit...

Brian Bergford is what many would call a Personal Performance Magician. He specializes in performance psychology, and coaches and develops customized performance systems for his clients. Brian is also an athlete, speaker, and an entrepreneur who owns three successful businesses.  His experience working with clients throughout the years has proven his thesis that mindset mastery through mental trai...

Tim Creasey is the Chief Innovation Officer at Prosci. He’s a dynamic speaker, researcher and thought leader on managing the People Side of change; in order to deliver results and outcomes. Key Takeaways.  Getting to define and understand the main concept behind change.  The phases involved in change, and how to utilise them in order to better yourself, your team, and your organization.  Involunta...

Mark Noon is the founder of Leadership10 an organization that seeks to create leaders who boldly impact their organizations, communities, and families.  They create a positive, challenging environment (of learning) marked by the introduction of knowledge, encouragement of understanding, and cultivation of skills & passion for future leaders.  Key Takeaways.  Leadership preparation and how indi...

Linda is a speaker, author, and coach who focuses on authenticity as a way to help small business owners take their next best step.  Some of the projects and organizations she’s worked with include Kimpton hotels & restaurants, Jamba Juice, and Disney.   Key Takeaways The key qualities to be authentic in a business; Transparency,  honesty, originality, and being real. How authenticity reflects...

Vance Morris is a former Leader at Walt Disney World. He now shows companies how to increase profits, client retention, and employee engagement by adapting the strategies he learned in over a decade at Walt Disney World. Main topics addressed in our interview today.  Theming. The magic that goes into designing a destination as magical as Disney World.  Plusing - Constant process improvement. Syste...

Joining me on the show for the second time now is Jim Tincher. Jim is a nationally recognized customer experience expert, journey mapper, trainer, speaker, and author.  He sees the world through the eyes of customers, and draws on years of experience, cutting-edge scientific research, and real-world success stories to help audiences understand how to win over customers.  To listen to our previous...

Dom Einhorn is the Founder and CEO of Uniqorn. A rural based incubator based in southwestern France In 2018, Dom who had previously been working and residing in the USA, moved to France and settled there with a single focus: to build the world’s largest rural incubator-accelerator. Uniqorn.  As an investor, Dom has provided seed funding to over 20 technology startups. He regularly scours the world...

Elizabeth Power is a sought-after speaker, teacher, and consultant. She’s the founder and CEO of EPower & Associates and is also an expert in trauma and mental care.  Elizabeth is passionate and skilled in helping people in the areas of change, resilience, selfcare and alignment.  In the episode today, Elizabeth and I cover; Trauma informed care and its role in customer support.  Why we should...

E.A. Csolkovits is an entrepreneur, business consultant, writer, and Founder of Givers University (A community of like-minded Givers who want to help others discover the Givers mindset and transform their lives).  E.A got into business at an early age of 16 at a commission sales job. At the age of 19, E. A. met Sam Robbins, a millionaire who mentored and guided him to become the success he is toda...

Jane is the Senior Director of Product at Intercom. She’s also worked as the Chief Product Officer at Canon and Product Director for Moonpig.com. Her main Roles revolve around;  Product leadership, team leadership, innovation & culture change, and relentless customer focus:  In our interview today, some of the topics we discuss include; Conversational engagement and support What you as a busin...

Stacy Sherman is the head of CX and employee engagement for Schindler, she’s also the CEO and founder of Doing CX Right, where she helps business leaders elevate customer experiences as well as employee satisfaction in order to gain brand loyalty.  In today’s episode, Stacy and I talk about: The multiple sources of getting feedback, and how to take action from the feedback.  The Humanization of Bu...

Jake McKee is one of the founders of the modern customer community movement.  A fully accomplished community professional, Jake focuses on designing and executing online community and social engagement programs in corporate and entrepreneurial environments.  Join us today as we discuss:  How a community can be run by either companies or external fans.  Aligning community goals with business object...

Hannah Steiman is the Chief Operating Officer at Peak Support, a company that specializes in building and managing dedicated teams of customer service agents to high growth companies in a wide variety of industries. Including; SaaS, e-commerce, Social Media, Business services, Transport and so much more.  She was the 1st American higher for the company, which was founded by her husband Jonathan in...