The Trusted Guide Podcast with Mark Slatin

Latest Episodes:

#157 The Anxious Generation Oct 16, 2025

Show notes

What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions?

In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer experience. Drawing insight from the best-selling book, The Anxious Generation by Jonathan Haidt, my guest Charlie Green and I explore how Gen Z—shaped by overprotective parenting, the rise of social media, and the isolating effects of Covid—are changing the future of professional services firms and beyond. The implications are not just for the workplace, but for entire industries that rely on innovation, adaptability, and trustworthiness from their teams.

You need to listen to this episode because Charlie Green is not just an expert on trust—he literally wrote the book on it! As the co-author of The Trusted Advisor and founder of Trusted Advisor Associates, Charlie brings unparalleled authority and hands-on experience to the discussion. If you're responsible for hiring, leading, or influencing teams in any organization, Charlie offers the data, the anecdotes, and the actionable advice you need to spot warning signs and respond effectively.

Here are three questions Charlie answers during our conversation:

What are the biggest risks facing organizations as Gen Z moves into leadership roles?
How can managers recognize and respond to "emotional fragility" and risk-aversion in their teams?
What practical strategies can leaders use to build trust, resilience, and effective collaboration in a hybrid, post-pandemic world?

Don't miss this timely episode! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify—plus, it's available on all your favorite podcast platforms.

Meet Charlie Green

Charlie Green is the co-author of The Trusted Advisor and author of Trust-Based Selling. As founder of Trusted Advisor Associates, Charlie has trained, coached, and consulted with thousands of professionals in global firms like Accenture, McKinsey, and the Big Four. His expertise centers on the mechanics of trust, trustworthiness, and how deep human connection drives the best business outcomes. With decades of experience and a powerful network, Charlie is a sought-after advisor, webinar host, and keynote speaker, especially on topics of leadership and organizational culture. Charlie holds credentials in consulting and business development, and he's committed to helping leaders at every level create more resilient, responsive, and trustworthy organizations. Connect with Charlie on LinkedIn here.

Show Notes & References

The Anxious Generation by Jonathan Haidt (NYT Best Seller)
Trusted Advisor Associates: https://trustedadvisor.com
Charlie Green's LinkedIn: https://www.linkedin.com/in/charliegreen/
Robert Putnam, Bowling Alone (book reference)
Contact Charlie Green: cgreen@trustedadvisor.com

Subscribe, listen, and let me know what resonates!

#156 Turning Data Into CX Impact: Storytelling That Sticks Oct 09, 2025

Show notes

What's stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change?

In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too often the dots just don't get connected in a way that the C-suite cares about. The difference between a statistic and a strategic priority? It's all in the storytelling. In my conversation with Ania Rodriguez, CEO of JourneyTrack, we explore the tools, techniques, and mindsets you need to bridge that gap—and the game-changing role that AI-driven storytelling is playing right now in CX strategy.

If you're a CX practitioner, product leader, or anyone tasked with influencing business outcomes through customer insight, you'll want to hear directly from Ania. Her twenty-five years in the field, expertise in journey mapping, and insider knowledge on harnessing technology for business storytelling makes this episode essential listening. Whether you're tired of your insights landing with a thud—or want to lead boardroom conversations that spark action—Ania's guidance is practical, forward-looking, and instantly applicable.

Here are three questions Ania answers in this episode:

Why do even seasoned leaders struggle to translate customer data into executive-friendly narratives?
How does JourneyTrack's Storytelling AI automate the process of building empathy and urgency for C-suite presentations?
What are the crucial integrations and data strategies for making journey management systems truly enterprise-ready—and how can you put them to work right away?

Ready to supercharge your customer storytelling and move your executive team from data fatigue to decisive action? Listen now and subscribe so you never miss an episode:

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Meet Ania Rodriguez

Ania Rodriguez is the CEO and founder of JourneyTrack, a pioneering journey management platform designed for enterprise-scale CX storytelling. With more than 25 years of experience, Ania has led transformational customer experience initiatives for some of the world's most recognizable brands—including Google, where JourneyTrack first launched. She is also the founder and CEO of Key Lime Interactive, a renowned CX consultancy known for its expertise in journey mapping, research, and strategy.

Ania's leadership style blends human-centered design with data-driven rigor, and she has a longstanding reputation for coaching executives and teams on turning insights into action. She was among the earliest to bring AI-powered capabilities—like Storytelling AI and Recommendation AI—to journey management, ensuring that organizations can not only aggregate data from diverse sources (like Jira, Qualtrics, Medallia, Snowflake, and more) but can also deliver that information as compelling, actionable presentations tailored to any audience.

Connect with Ania Rodriguez on LinkedIn

Show Notes & References

"Using Storytelling Playbooks to Supercharge Journey Management" (White Paper): https://bit.ly/47gE1xE
JourneyTrack platform: https://journeytrack.io/
LinkedIn: Ania Rodriguez
"Made to Stick" by Chip and Dan Heath (Velcro theory of memory): https://heathbrothers.com/books/made-to-stick/
Integration partners referenced: Jira, Qualtrics, Medallia, Snowflake, Adobe Analytics, Google Analytics
Forrester on Journey Management (industry wave publication): https://www.forrester.com/

Thanks for tuning in—subscribe for more expert strategies, and let's make customer data tell the stories that drive business forward!

#155 The Evolving State of Customer Experience: Insights and Future Trends Oct 02, 2025

Show notes

What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape?

This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Professionals Association (CXPA). I bring Greg back to the show because he sits at the epicenter of the profession's evolution, witnessing firsthand how CX is growing up—no longer a scrappy teenager, but a vital contributor to business outcomes. The impact of this transformation is profound: The role of the CX professional is expanding, expectations are changing globally, and methods that once worked are being questioned. If you care about getting your organization, team, or career ahead of the curve, you'll want to hear what's unfolding—and what's next.

Why should you listen to Greg Melia? As CEO of the CXPA, Greg is more than a thought leader—he's a connector, advocate, and global influencer whose work directly shapes how companies and governments alike approach customer centricity. He and his team are pushing the boundaries of CX, integrating the latest research, championing AI-driven design, and framing the case for customer experience in terms the C-suite can't ignore. If you want practical, future-facing insight from someone who leads the charge in building the future of CX, this is the episode for you.

Here are three questions Greg answers on the show:

What are the most significant shifts happening in customer experience today, and how is the CXPA responding?
How can CX professionals and organizations approach AI ethically and effectively to enhance—not replace—the customer's voice?
What does it take to earn C-suite respect for customer experience initiatives, and how can you build a business case that drives real outcomes?

Don't miss this episode—listen, rate, and subscribe on your favorite podcast platforms!
Apple Podcasts: Listen here
Spotify: Listen here
Or find Delighted Customers wherever you get your podcasts!

Meet Greg Melia

Greg Melia, CAE, is CEO of the Customer Experience Professionals Association (CXPA)—the premier global association dedicated to advancing the discipline of customer experience. Greg brings more than 25 years of association leadership to the table, having previously served at the American Society of Association Executives (ASAE) and held executive roles in strategy, membership, and organizational development.

Greg has shaped CXPA's direction during a time of profound change, leading initiatives to define the competencies of customer experience, expand global reach, and harness technology—including AI—to serve both corporate and public sector needs. Under his guidance, the CXPA has launched global research, overhauled its brand, and rolled out innovative tools, certification programs, and learning experiences to unite and uplift CX professionals worldwide.

A frequent speaker and advisor on customer experience, leadership, and association management, Greg is recognized for fostering collaboration and creating professional communities that thrive in a rapidly changing world. He is committed to building the business case for customer centricity at every level and supporting the next wave of CX leaders as trusted advisors in their organizations.

Connect with Greg Melia on LinkedIn: Greg Melia, CAE

Show References & Resource Links

Customer Experience Professionals Association (CXPA): https://cxpaglobal.org
Certified Customer Experience Professional (CCXP) certification: CXPA CCXP Information
CX Book of Knowledge on Amazon: Buy here
CX Education courses (including "Becoming a Trusted Guide"): https://cxeducation.com/
CX Day and upcoming white paper on AI in CX: CXPA Events
Jason Barro, Bain & NPS Prism: NPS Prism – Bain & Company
Connect with Greg Melia on LinkedIn: Greg Melia, CAE

#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism Sep 25, 2025

Show notes

What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn't forgive? Is our political identity quietly fueling a new kind of "super loyalty" that's transforming customer behavior, for better or worse?

In this episode of the Delighted Customers podcast, I dive into these burning questions with my returning guest, Dr. Forrest Morgeson, associate professor, researcher, and interim chairperson of the Marketing Department at Michigan State University's Eli Broad College of Business. Forrest, drawing on a unique blend of academic rigor and industry insight, explores how political polarization isn't just shaping national conversations—it's shaping the way brands connect with customers, and how those customers, in turn, connect back.

If you're in marketing, customer experience, or simply care about understanding what really makes customers tick in today's politically charged climate, this episode is for you. Forrest's background with the American Customer Satisfaction Index (ACSI), along with his extensive research on brand loyalty and the nuances of political extremism, make him a must-listen expert. He's not just sharing theories—he's revealing data-driven insights you can act on, whether you're a CX leader or a curious consumer.

Here are three essential questions Forrest answers on the show:

What is the surprising link between political extremism and "super loyalty" to brands, and how does this affect both customers and companies?
Why do politically extreme customers sometimes become brand evangelists—defending their favorite brands even after service failures or price hikes?
What practical ethical and strategic lessons should business leaders take away when targeting or retaining highly loyal customer segments in a polarized marketplace?

Don't miss this timely, thought-provoking conversation—listen now and subscribe so you never miss an episode. Find Delighted Customers on Apple Podcasts and Spotify, or wherever you download your favorite podcasts!

Meet Forrest Morgeson

Forrest Morgeson, Ph.D., is an associate professor of marketing at the Eli Broad College of Business at Michigan State University, where he currently serves as the interim chair of the Marketing Department. With broad expertise spanning marketing strategy, customer satisfaction, and management, Forrest has played a pivotal role as co-director of the doctoral program and is deeply involved in shaping the next generation of business leaders at MSU.

He is renowned for his work with the American Customer Satisfaction Index (ACSI), where his research examines how consumers evaluate companies, sectors, and even government services over time. Forrest's latest research breaks new ground by investigating the relationship between political identity and customer loyalty, shedding light on how political extremism can create deeply attached, even "defensive," customers. He is a passionate educator, a prolific researcher, and has been published in leading journals on topics ranging from service satisfaction to the psychological underpinnings of loyalty.

To learn more or connect with Forrest, visit his faculty page at MSU or connect with him on LinkedIn.

Show Notes & References

American Customer Satisfaction Index (ACSI): theacsi.org
Oliver's Framework for Loyalty (referenced work on the stages of customer loyalty): See summary on the four stages
Recent case studies mentioned: Bud Light controversy | Target Pride campaign blowback
Connect with Forrest Morgeson: Michigan State University Bio | LinkedIn

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#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience Sep 18, 2025

Show notes

What happens when your company's reputation—and your customers' trust—hangs by a thread? Are you ready for a moment when a crisis isn't just possible, but inevitable?

In this episode, I dive deep into one of the most critical topics for today's leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your organization's trust in the face of crisis. When everything is on the line, understanding this intersection isn't just important—it's essential. The choices you make, and how you communicate them, can mean the difference between lasting customer loyalty or irreparable damage to your brand.

That's why you can't afford to miss my conversation with Michael Meath. Michael has spent over 40 years advising companies across the country through some of the toughest, most sensitive situations—from toxic crises to everyday reputational risks. He's also served as interim chair of the prestigious Syracuse University School of Public Relations, shaping the next generation of communicators. If you're a business leader, organizational communicator, or anyone invested in customer experience, Michael's insights are a must-hear.

Here are three questions Michael answers on this episode:

Why is it essential for CEOs and leaders to invest in communication and public relations—not just in a crisis, but every single day?
What are the most dangerous myths and common missteps companies make when high-stakes moments arise?
How can leaders activate a simple yet powerful model to ensure their communications strategy is rooted in integrity, builds trust, and truly delights customers—even when things go wrong?

I invite you to listen and subscribe to the Delighted Customers podcast! You can find this episode on Apple Podcasts and Spotify, as well as all your favorite podcast platforms.

Meet Michael Meath

Michael Meath is a nationally recognized expert in crisis communications, public affairs, and ethical leadership. With more than four decades in the field, he's guided Fortune 500 companies, public utilities, health systems, and financial institutions through high-profile challenges—like the Tylenol cyanide scare, Wells Fargo's fake account scandal, and environmental disasters. His innate ability to "run toward the fire" has earned him a reputation as the trusted advisor organizations hope they never have to call—but are thankful for when the stakes are highest.

Michael served as interim chair and an adjunct professor at Syracuse University's world-renowned S.I. Newhouse School of Public Communications, teaching ethics, communications, and leadership to both graduate and undergraduate students. He's also a business owner, published author, and consultant to the military and veteran organizations. Michael's signature model highlights the overlap between strategy, communications, and integrity—insisting that true organizational success requires all three, with integrity at the core.

Connect with Michael on LinkedIn: Michael Meath LinkedIn

Learn more about his work at michaelmeath.com or reach him via email at MF@falling-brooke.com.

Show Notes & References

MichaelMeath.com
michaelmeath@falling-brooke.com (Email)
Syracuse University's S.I. Newhouse School of Public Communications
Tylenol Cyanide Crisis - History
Exxon Valdez Oil Spill
Wells Fargo Fake Account Scandal
BP Deepwater Horizon Spill
Wegmans Food Markets - Top Workplace
Harvard Program on Negotiation: Dealing with an Angry Public
Platinum Rule in CX

#152 Toyota's Secret Weapon: Applying the A3 and Nemawashi for Customer Loyalty Sep 11, 2025

Show notes

What if the real secret to customer loyalty and transformation isn't just about great ideas, but about how you build consensus within your organization—before you make a single move?

Too often, even the smartest strategies can get derailed by resistance, misalignment, or simple miscommunication inside a company. That's why I was eager to dig into the Japanese concept of "Nemawashi," a systematic approach to consensus-building that's been central to Toyota's legendary pursuit of customer delight and continuous improvement. Imagine cutting through internal silos and getting people not just to "buy in," but to truly commit—streamlining innovation from inside out. The impact? Smarter, faster, and more sustainable change that sticks.

If you care about transforming customer experience and sparking lasting organizational change, you don't want to miss this episode with Dr. Graham Hill. He brings not only a global perspective but also hands-on experience as the former head of CRM for Toyota Financial Services—where these very principles drove jaw-dropping results. Dr. Hill's blend of academic rigor, practical insight, and international expertise makes this a must-listen for anyone looking to break down barriers and drive real, measurable progress.

Here are three standout questions Graham answers on the show:

What is Nemawashi, and how does it fundamentally change the way organizations drive internal consensus and transformation?
Why is commitment more important than simple executive buy-in when trying to make organizational change succeed?
How can the A3 model and concepts like Gemba and Kaizen help teams collaborate more effectively and boost campaign results?

Don't miss this fascinating exploration—listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on all your favorite podcast platforms.

Meet Dr. Graham Hill

Dr. Graham Hill is a recognized global authority on customer experience, loyalty, and organizational transformation. With an extensive background spanning over thirty-five years, Graham has worked with top brands such as British Airways, Ford Motor Company, the Royal Bank of Scotland, and notably spent over five years with Toyota Financial Services in Germany as Head of CRM. There, he learned firsthand the power of Japanese business principles like Nemawashi, the A3 model, and Kaizen—applying them to drive breakthrough improvements, including a leap from a 5–10% to a 35% response rate in customer campaigns.

He's also held senior roles at firms like PricewaterhouseCoopers and KPMG Consulting, bringing both rigorous academic and practical expertise to the table. While Graham humbly resists the title of "Japanese culture expert," his immersion in Toyota's approach has given him a unique perspective on the art and science of organizational change. Today, he's active on LinkedIn—passionate about sharing what he's learned and helping others cultivate more collaborative, customer-centric organizations.

Connect with Graham Hill on LinkedIn: Graham Hill

Show Note References

Toyota's Secret Weapon: The A3 Report by John Shook (MIT Sloan Management Review): Read Article
Culture's Consequences by Geert Hofstede: Learn more
Steve Blank's quote: "There are no facts inside the building." Steve Blank
Servqual/ RATER Model: Overview
40 Years, 20 Million Ideas: Toyota's Suggestion System: Book Info
Tom Fishburne, Marketoonist: Marketoonist Cartoons
Connect with Dr. Graham Hill: LinkedIn

#151 The Generous Leader: 7 Ways to Give of Yourself for Everyone's Gain Sep 04, 2025

Show notes

What if the real secret to exceptional leadership isn't control, charisma, or even performance—but generosity? Could the "soft stuff" like listening, empathy, and vulnerability truly drive the hardest results in business?

In this episode of the Delighted Customers podcast, I dig into that very question with Joe Davis, legendary former Senior Partner at Boston Consulting Group, co-founder of BCG's Washington D.C. office, and author of "The Generous Leader: Seven Ways to Give of Yourself for Everyone's Gain". Joe shares his own journey from traditional, results-driven leadership to a generous, people-centered model—and why unlocking your team's full human potential just might be the most powerful business move you can make. We explore how the traits of generosity drive not only team happiness and loyalty, but also real bottom-line outcomes, making this conversation essential listening for leaders and aspiring leaders at every level.

Why should you tune in to this episode? Joe has four decades of hands-on experience innovating in both the private and public sectors, founding major business initiatives within BCG, and working closely with Fortune 500 C-suite leaders. He distills this wisdom into practical strategies—whether you're leading a team of three or a global enterprise of 100,000. His stories from the front lines of consulting, combined with actionable steps for building trust and humanity in the workplace, will change the way you think about leadership forever.

Here are three compelling questions Joe answers on the show:

Why should organizations and their C-suite invest in "generous leadership" when they're held accountable for hard business outcomes, not just a healthy culture?
What are the seven key traits that separate good leaders from exceptional, generous leaders—and how do they play out in real-world scenarios?
How can listening, vulnerability, and small acts of recognition dramatically improve your team's performance and engagement?

Listen now and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify! You'll find this episode—and every episode—on all your favorite podcast platforms. If you find value in these conversations, please leave a review and share with a friend or colleague who wants to rethink what great leadership really looks like.

Meet Joe Davis

Joe Davis is a veteran senior partner at Boston Consulting Group (BCG), where he spent 37 years shaping strategy, developing talent, and transforming organizations at the highest level. Joe co-founded BCG's Washington D.C. office and launched the firm's North American Public Sector business, as well as leading BCG North America. Passionate about advancing equity and inclusion, he also founded and chaired BCG's Center for Inclusion and Equity.

Joe is a Harvard Business School graduate and has been at the forefront of helping organizations evolve from top-down, authoritarian structures to cultures of trust, inclusion, and generosity. His experience spans advising CEOs of major corporations to hands-on coaching with emerging leaders. He is the author of "The Generous Leader: Seven Ways to Give of Yourself for Everyone's Gain," a groundbreaking book that reimagines the connection between caring leadership and delivering results.

Joe is currently an advisor and coach to BCG's rising partners, teaching them how to inspire, motivate, and build lasting client relationships. You can reach Joe and learn more about his work via his LinkedIn profile or his website at joedavis.com.

Show References and Resources

"The Generous Leader: Seven Ways to Give of Yourself for Everyone's Gain" by Joe Davis Amazon Link
Joe Davis on LinkedIn: https://www.linkedin.com/in/joe-davis-bcg/
Joe's personal website: https://joedavis.com
Harvard Business School: https://www.hbs.edu
Boston Consulting Group (BCG): https://www.bcg.com
Michigan State University's Trust and Leadership Education: https://broad.msu.edu
CEO Joaquin Duato, Johnson & Johnson: https://www.jnj.com/leadership/joaquin-duato
Scott Kirby, CEO of United Airlines: https://www.united.com/ual/en/us/fly/company/about/leadership.html
Sheila Bair, former FDIC chair: https://www.fdic.gov/about/leadership/sheila-bair/

Thank you for listening to the Delighted Customers podcast!

# 150 Delta's AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers? Aug 28, 2025

Show notes

Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation?

That's the burning question I dive into with my guest, Dr. Peter Fader, on this episode of the Delighted Customers podcast. With Delta Air Lines rolling out AI-driven pricing and the world watching closely, the conversation takes a provocative turn: Should the C-suite pursue every possible drop of revenue if it risks alienating the very customers whose business it depends on? Dr. Fader walks us through the razor's edge between innovative revenue optimization and the real dangers of going "too granular" with pricing, shining a light on the long-term risks few companies are thinking about today.

Why should you tune in? Dr. Peter Fader is not just an academic—he's a trailblazer whose work bridges the gap between data science, behavioral psychology, and pragmatic business leadership. His pioneering research on customer lifetime value and predictive analytics has redefined how top firms measure, value, and grow their customer bases for sustainable profitability—not just quick wins. If you work in pricing, revenue management, customer experience, or strategy, you need to hear his take on dynamic pricing, the emotional minefields of AI, and how to make decisions that customers—and shareholders—can live with tomorrow, not just today.

Here are three key questions Dr. Fader answers in this episode:

What's the real difference between smart dynamic pricing and dangerous personalized pricing—and why should every business care?
How can companies avoid the temptation of "slicing the bologna too thin" with AI, and what are the hidden long-term costs of over-optimizing for short-term profit?
Where are the true opportunities and ethical boundaries in customer-based valuation, and what lessons can firms learn from industries like airlines and pro sports?

Listen now and subscribe so you never miss an episode—find us on Apple Podcasts and Spotify, or on any of your favorite podcast platforms.

Meet Dr. Peter Fader

Dr. Peter Fader is a Professor of Marketing at the Wharton School at the University of Pennsylvania, renowned for his transformative contributions to customer analytics, customer lifetime value, and predictive modeling in business. His influential books include "Customer Centricity: Focus on the Right Customers for Strategic Advantage," "The Customer Centricity Playbook," and "Customer-Base Audit." Beyond academia, Peter made waves as co-founder of Zodiac, a predictive analytics firm acquired by Nike in 2018, and continues pushing the boundaries at Theta, a company focused on customer-based corporate valuation for private equity and enterprise clients.

Peter's work stands out for blending rigorous quantitative modeling with real-world application, helping executives across industries balance the drive for immediate revenue with strategies that nurture lasting customer relationships and true organizational value. His recognitions include teaching and research awards, and he is frequently sought after for his insights by global brands, sports franchises, and media.

Connect with Peter on LinkedIn: Dr. Peter Fader

Show Notes/References

Delta Airlines' AI-driven strategic pricing news: Delta, Fetcherr, and AI Pricing Example
Customer-Based Valuation (Theta): Theta
Prospect Theory – Daniel Kahneman & Amos Tversky: Nobel Prize in Economic Sciences 2002 – Daniel Kahneman
Dr. Fader's books:
Reference to Amazon's 2000 personalized pricing backlash: Wired: Amazon Customers Upset About Price Tests

Have a question or feedback? Reach out—I love hearing from listeners!

#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service Aug 21, 2025

Show notes

What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation?

That's the burning question I dig into with my guest on this episode of the Delighted Customers podcast. If you've ever wondered why some organizations continually miss the mark (even with technology at their fingertips), or why change management feels like an endless uphill battle, this conversation is for you. More than ever, your customers expect seamless, empathetic experiences—and getting it wrong can cost you not just customers, but also your reputation and bottom line.

You should listen to Nick Glimsdahl because he's not only spent years on the front lines of customer experience and contact center management, but he's also channeled those lessons into his compelling new book, The Heart of Service. Nick brings practical wisdom, powerful stories, and tried-and-true strategies to the table. He knows the pain points, understands the evolution of customer expectations, and knows how to drive meaningful change—while keeping the "heart" front and center.

Here are three pressing questions Nick answers in our conversation:

What are the hidden challenges (and necessary steps) when trying to transform a broken customer service culture from the inside out?
How can organizations balance technology, such as AI, with the need to stay truly human and deliver standout customer experiences?
What are the most common missteps leaders make when implementing new service solutions, and how can you avoid falling into those traps?

Tune in now and find out why your strategy—and your empathy—both matter more than ever. Subscribe to the Delighted Customers podcast on Apple Podcasts or on Spotify, or listen on any of your favorite podcast platforms. Don't miss an episode!

Meet Nick Glimsdahl

Nick Glimsdahl is an industry leader in customer experience and contact center transformation, and the author of the new book, The Heart of Service. With over eight years in the world of contact centers, Nick has witnessed firsthand the rapid evolution—and common pitfalls—of service delivery in both technology-driven and human-driven environments. As a consultant at VDS, he's helped numerous organizations assess, reimagine, and implement successful customer experience strategies by putting people and outcomes first.

Nick is also a seasoned podcaster and storyteller, using his platform and expertise to surface the real, behind-the-scenes challenges frontline teams and leaders face. He's passionate about not only improving customer metrics like retention, employee morale, and NPS, but also championing the human side of service—helping organizations move beyond "marketecture" and truly listen to both customers and employees.

Want to connect with Nick? Find him on LinkedIn.

References from this Episode

Listen and subscribe now on Apple Podcasts and Spotify, or search for "Delighted Customers" on your favorite podcast platform!

#148 Rethinking AI Strategy in Customer Experience Aug 14, 2025

Show notes

Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting "FOMO" drive your next big tech investment?

On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great customer experiences. With renowned customer experience innovator Bill Staikos as my guest, we dig into the strategic decisions today's C-suite faces: not just adopting new technology, but making sure it's purpose-built to enhance both customer and employee outcomes. Bill's candid, practical approach exposes common missteps—like dropping AI tools into teams with no training or clarity—and offers an essential reset for anyone who wants lasting, measurable results.

Bill Staikos brings rare insight as a former Senior Vice President at Medallia and Bank of New York (the world's largest custodian bank), and as founder of the boutique consultancy B Customer Led. Tune in to learn directly from someone who has led next-gen customer experience transformations at major financial institutions, built teams to scale, and now pushes the field forward with his own new show, The Multimodal Experience.

Here are three core questions Bill answers in our episode:What are the biggest mistakes companies make when incorporating AI into customer experience—and how can you avoid them?

How should leaders think about the boundaries between automation and the human touch, especially in sensitive customer journeys?
What's changing about who your "customer" truly is in an age of agentic AI, and how does that reframe loyalty and relationship-building?
Don't miss this episode if you want actionable, clear-eyed guidance on making AI work for the people who matter most—your customers and employees. Listen now and subscribe via Apple Podcasts or Spotify, or find us on all your favorite podcast platforms!

Meet Bill Staikos

Bill Staikos is a visionary leader in customer experience, AI strategy, and organizational change, with a career spanning top roles at industry giants such as Medallia, Bank of New York, JPMorgan Chase, Credit Suisse, and American Express. He's known for driving and scaling business outcomes in some of the most data-rich, complex environments in the world, particularly in financial services. As founder of B Customer Led, Bill helps organizations rethink how technology, data, and talent intersect to build customer-centric growth.

Bill's approach is rooted in challenging the status quo—pushing companies to break old habits, design with both the "front-of-house" and "back-of-house" in mind, and always put human goals before shiny tech. He is also the creator and host of the new podcast, Multimodal Experience, where he explores how advanced technologies are fundamentally reshaping the way brands and people connect.

You can connect with Bill on LinkedIn: Bill Staikos LinkedIn

References from the Show

ADKAR Change Management Model
Bank of New York Mellon
Bill Stakos on LinkedIn
B Customer Led
Strawberry Agentic AI Browser (referenced as an example in the discussion)
NPS Prism at Bain
The Multimodal Experience Podcast

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