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...
May 15, 2025
Episode 246: The AI future of customer service is already here—and it’s better than most people think. In this episode, Deon Nicholas, President and Executive Chairman of Forethought, joins host Rob Markey to show us how some companies are already using AI to resolve customer issues end-to-end in ways we could...
May 1, 2025
Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator?
Eduardo Roma, Global Head of Customer Experience Transformation at Bain, believes companies that spent years optimizing transactions and digitizing every interaction are now unprepared...
Mar 6, 2025
Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making calculated trade-offs.
In this special tribute show, we revisit our 2016 conversation with Eric Almquist, a former partner at Bain & Company, on the Elements of Value. This framework...