Dec 4, 2025
Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discouraging first-time customers from returning?
Today’s guest, Rachel Bicking, EVP of Innovation at Kobie Marketing, says that after a slightly negative first trip, customers are 80%...
Nov 6, 2025
Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy?
Charlon McIntosh, Chief Customer Operations Officer, and Melissa Pint, Chief Digital Information Officer, both joined Frontier Communications on the same day in 2021.
At the time, Frontier faced...
Oct 30, 2025
Episode 257: How do you earn the next banking customer’s loyalty, one moment at a time? Focus on what customers choose, and why.
According to John Finley, head of marketing, technology, and innovation at BMO, a bank operating across North America, customer loyalty shifts with context. His team takes signals—what...
Sep 4, 2025
Episode 256: What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard.
At IMG Academy, a private sports academy and boarding school in Florida, Chief Operating Officer Mike Milliron led the launch of a centralized experience team. “Not interested,”...
Aug 21, 2025
Episode 255: One of healthcare’s biggest blind spots? When patients turn 18. It’s the moment they age out of pediatrics and fall headfirst into a system designed to prioritize older, sicker adults. Physicians, stretched thin, reserve energy for complex cases, giving young adults shorter visits and less attention....