Best CXM Podcasts (2025)

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# 150 Delta’s AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers? 27:43

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1d ago27:43

27:43

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…

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#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service 27:40

7d ago27:40

27:40

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 ma…

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#148 Rethinking AI Strategy in Customer Experience 32:24

18d ago32:24

32:24

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 cust…

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#147 Five Shoes for Change: Mastering Leadership Through Rapid Transitions and Change Management 27:57

25d ago27:57

27:57

What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all agree that staying in our comfort zones holds us back, why do we continue to resist change—and what can leaders do to help teams navigate it better? In this episode of the Delighted Customers podcast, I sit down with Dennis …

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#146 Balancing Agentic AI and Human Connection in the Contact Center 34:31

29d ago34:31

34:31

Is your organization fully realizing the value of your contact center, or is it being limited by a narrow focus on efficiency and cost control? In this episode of the Delighted Customers podcast, I sit down with renowned Canadian contact center consultant and trainer Mike Aoki to examine how contact centers serve as the real-time pulse of customer …

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Who's behind the The One% Partnership - John's story 22:58

1M ago22:58

22:58

This episode is to introduce The One% Partnership founder John in more detail. Find out where all of John's aftersales knowledge has come from and how his personal journey has shaped his career and his thinking around incremental gain!By Dave Bownes & John Leitch

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Who's behind the The One% Partnership - Dave's story 35:38

1M ago35:38

35:38

This episode is to give you the background of The One% Partnership founder Dave and how his personal journey influenced his career, the highs, and lows! John talks to Dave about his journey from apprentice mechanic through to running the largest automotive training contract in the UK!By Dave Bownes & John Leitch

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Workshop Control - What's going on? 30:59

1M ago30:59

30:59

Dave and John are back and in this podcast, John talks about his frustrations with how businesses are trying to recruit a business-critical role - Workshop Controller. It's become clear that the role isn't being valued highly enough and the job adverts in the public domain are not reflective of the reality.…

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#145 Beyond the Hard Sell: The Evolution of Loyalty in the Fitness Industry 35:07

1M ago35:07

35:07

What if the secret to building a truly loyal gym membership—or any recurring customer base—starts the moment someone tries to leave? That question struck me while talking with Blair McHaney, a trailblazing fitness industry leader who’s spent more than 40 years reimagining how gyms can deliver customer (or, as Blair puts it, member) experience. Too …

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#144 From Data to Dollars: How Customer Value Drives Business Growth 33:10

2M ago33:10

33:10

Is it time to finally admit that not all customers are created equal—and that treating them as if they are might be costing your business more than you realize? In this episode, I dig deep with Dan McCarthy, Associate Professor of Marketing at the University of Maryland and co-founder of Theta, to challenge one of the most hotly debated questions i…

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#143 The Bravery Effect: Lessons from a Marine and Leadership Expert 33:05

2M ago33:05

33:05

What if the very thing holding you and your team back from success isn’t a lack of skills or resources—but fear itself? How could learning to face what’s uncomfortable actually unlock your best results, greater job satisfaction, and even more meaningful customer experiences? In this episode of the Delighted Customers podcast, I dive deep with Jill …

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The 1% Effect on Customer Retention 52:45

2M ago52:45

52:45

In this episode Dave and John are back chatting with Lyn Howdon about all thing’s customer retention. A subject all too often seen as a sales challenge we bring to life that there are opportunities across all departments to support and drive improvements in customer retention. To find out more about what we do visit: www.haynesoliver.com…

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#142 Leadership Blind Spots and How to Avoid Them 30:36

2M ago30:36

30:36

What if the key to sustainable business growth isn’t just about generating new leads, but about truly understanding and retaining your existing customers? Are you aware of the invisible forces sabotaging your efforts to create a loyal customer base—and, more importantly, what you can do to fix them? In my latest episode of the Delighted Customers p…

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The 1% Effect in the Sales Department 58:14

2M ago58:14

58:14

In this episode Dave and John are joined by a special guest, Lyn Howdon. Lyn brings a wealth of knowledge and understanding of automotive sales (amongst other things!) so with this addition to the podcast we've almost covered every department! Have a listen to our musing over what works well and what doesn’t work so well. To find out more about wha…

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#141 Designing for Trust: Building Confidence from First Click to Last Mile 30:25

2M ago30:25

30:25

What if you could close the gap between what you think your customers experience and what they actually feel—using raw, unfiltered feedback you can see and hear for yourself? In a constantly evolving digital landscape, the journey from a customer’s very first click to their final interaction is more complex—and crucial—than ever before. But many le…

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#140 Measuring the True Cost of Negative Customer Experiences 30:09

2M ago30:09

30:09

What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequ…

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The 1% Effect in the Bodyshop 23:49

3M ago23:49

23:49

More motortrade chat with Dave and John! In this episode Dave chats with John about all things bodyshop and how the 1% effect can influence the performance! To find out more about what we do visit: www.haynesoliver.comBy Dave & John

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#139 Client Onboarding and The Trust Equation - Part 2 of 2 33:24

3M ago33:24

33:24

What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers before it ever reaches the end user? That question has been top of mind for me, and it’s exactly why I was so excited to sit down with Lisa Schwartz, Chief Operating Officer of Mathematica, on the latest…

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Parts Department Q&A 19:51

3M ago19:51

19:51

In this episode Dave and John respond to some great comments and feedback on the earlier 1% Effect in Parts Department podcast. To find out more about what we do visit: www.haynesoliver.comBy Dave & John

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#138 Client Onboarding and The Trust Equation-Part 1 of 2 31:24

3M ago31:24

31:24

Note: This is Part 1 of a 2-part series What does it take to create an onboarding experience so powerful that clients can’t imagine working with anyone else? For executives and customer experience leaders, the onboarding process is much more than an administrative formality—it's the first date, the pivotal moment when a client decides whether to pu…

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The 1% Effect in the Parts Department 30:10

3M ago30:10

30:10

In this episode Dave and John switch their conversation to the parts department and how marginal gains can support the performance. To find out more about what we do visit: www.haynesoliver.comBy Dave & John

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The One% Partnership, Front of House Q&A Part 2 36:45

3M ago36:45

36:45

In this episode (part 2 of 2) Dave and John respond to feedback from the previous podcast where they talked about how the 1% effect could impact the front of house function. To find out more about what we do visit: www.haynesoliver.comBy Dave & John

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#137 From Oprah to Branson: 5 Celebrity Archetypes Every CX Leader Needs 33:21

3M ago33:21

33:21

What if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your customer experience approach? In this episode of the Delighted Customers podcast, guest Ania Rodriguez flips the script on how CX leaders can influence their C-suite and drive transformative change. By drawing o…

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The One% Partnership, Front of House Q&A Part 1 30:22

3M ago30:22

30:22

In this episode (part 1 of 2) Dave and John respond to feedback from the previous podcast where they talked about how the 1% effect could impact the front of house function. To find out more about what we do visit: www.haynesoliver.comBy Dave & John

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#136 Beyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand Course 17:22

3M ago17:22

17:22

Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. …

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The 1% Effect in Front of House and Customer Service 23:32

3M ago23:32

23:32

In this episode DAve and John talk about the 1% effect and how it help with the front of house and customer service To find out more about what we do visit: www.haynesoliver.comBy Dave & John

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#135 Emotional Imprinting and the Future of Experience Management 30:44

4M ago30:44

30:44

Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expert…

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Podcast feedback - Workshop 16:50

4M ago16:50

16:50

In this episode Dave and John respond to listener feedback and questions, today they focus on the responses to the 1% effect on the recent Workshop podcast. To find out more about what we do visit: www.haynesoliver.comBy Dave & John

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#134 "It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX 30:19

4M ago30:19

30:19

"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX Join us for an insightful conversation with Howard Behar, a pivotal figure in Starbucks' legendary growth. As the President of Starbucks North America and the founding President of Starbucks International for 21 years, Howard participated in the company's e…

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The 1% Effect in the Workshop 20:32

4M ago20:32

20:32

In this episode Dave and John talk about some of the gains that the 1% effect can have within your Service Department To find out more about what we do visit: www.haynesoliver.comBy Dave & John

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#133 Future of Agentic AI: Transforming Customer Journeys 29:28

4M ago29:28

29:28

What if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations still get it wrong? On this episode of the Delighted Customers podcast, we unlock the real reasons why companies struggle to implement AI and automation tools effectively, even as consumer expectations …

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#132 David vs. Goliath: Competing with the Big Banks on Customer Experience 30:04

4M ago30:04

30:04

What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences? This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emoti…