Jul 17, 2025
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...
Jul 14, 2025
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...
Jul 10, 2025
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,...
Jun 12, 2025
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...
May 29, 2025
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...