Best Jim Markus Podcasts (2025)

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#273: Redefining leadership at the intersection of transformation & technology with Stephan Siegrist 10:59

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2d ago10:59

10:59

Live from LEAD-26 in Zurich. Stephan Siegrist is a professional alpinist. He says leadership means taking the lead when situations are uncomfortable. In mountaineering one person often needs the next rope length and must make small decisions by the centimetre and larger choices every half hour. Some choices are life threatening. On a recent Nepal e…

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#272: Different Beats Better: Branding That Sells Without Selling with David Brier 28:20

3d ago28:20

28:20

Hear branding advice that shifts focus from "better" to "different." David Brier explains how branding is the art of differentiation. He shows why brands that only tweak visuals fail, and shares real cases: a failed Jaguar rebrand and a successful Napa Fresh relaunch. Learn practical steps and imagination tools. About David Brier David Brier, known…

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Jim Friedlich, David Chivers & Matt Boggie: How the Lenfest AI Collaborative placed AI engineers in 10 newsrooms 47:29

6d ago47:29

47:29

The Philadelphia Inquirer never had an AI engineer on staff until the Lenfest AI Collaborative & Fellowship program changed that. The collaborative is a $5 million partnership between the Lenfest Institute, OpenAI, and Microsoft that placed 10 AI fellows in American newsrooms for two years. These engineers work within the organizations, building to…

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Tav Klitgaard: How Zetland turned a newsroom problem into a global AI business 38:13

10d ago38:13

38:13

This week on Newsroom Robots, host Nikita Roy is joined by Tav Klitgaard, the CEO of the Danish newsroom Zetland, to unpack the origin story of GoodTape — an AI transcription tool that began as an internal newsroom solution and evolved into a profitable, global product used far beyond journalism. Zetland is an audio-first newsroom in Denmark. But G…

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#271: How BSI Software Builds the Future: Data, AI Agents and Digital Sovereignty with Markus Brunold 21:04

16d ago21:04

21:04

This episode explains how BSI builds for data, AI agents, and digital sovereignty. Markus Brunold shares the company mission, cloud and AI model choices, and how human roles and AI agents work together. Hear concrete examples and product thinking for regulated industries like financial services. About Markus Brunold Markus Brunold is CEO of BSI Sof…

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#270: Why Human Voices Are the Secret to Digital Transformation with Alex Wunschel 28:03

17d ago28:03

28:03

Learn why human voices drive digital transformation. Alex Wunschel explains how voice builds trust, shapes culture, and makes leaders relatable. Get concrete tips to speak authentically, train voice skills, and embed audio into internal communication. Hear real examples and pitfalls to avoid in corporate communication. About Alexander Wunschel Alex…

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#269: School Needs a CX Makeover: Here is How with Leonard Sommer 32:18

28d ago32:18

32:18

Leonard Sommer argues schools are stuck in an industrial model and kill creativity. He shares proven examples and methods to redesign student experience. Learn why culture, not curriculum, matters and how businesses can partner with schools to prepare future workers and protect human creativity in the AI era. About Leonard Sommer Since 2014, Leonar…

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Markus Franz: How Germany's Ippen Digital Is Prototyping the AI-Powered Newsroom of the Future 51:44

29d ago51:44

51:44

How do you redesign a newsroom’s entire workflow when AI is no longer a single tool, but a collection of agents, voice interfaces, and ambient intelligence changing how journalism gets produced? This week on Newsroom Robots, host Nikita Roy is joined by Markus Franz, Chief Technology Officer at Ippen Digital, one of Germany’s largest digital media …

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#268: AI Won't Fix Bad CX But It Will Expose It with Rajat Chawla 25:53

1M ago25:53

25:53

This episode shows how AI magnifies both strengths and gaps in customer experience. Rajat Chawla explains why AI exposes bad CX, how invisible effortless experiences look, and what leaders must do on culture, accountability, and journey design using Taco Bell, KLM, and Starbucks examples. About Rajat Chawla Some highlights about Rajat Chawla: - Asi…

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#267: Mastering CX and Digital Innovation: Global Insights 36:52

1M ago36:52

36:52

In this engaging episode Gregorio Uglioni welcomes Hussein M. Dajani, a visionary leader in customer experience and digital transformation. Hussein shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integra…

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Olle Zacharison: How BBC News is Shaping its AI Strategy for the Next Era of Journalism 1:05:39

1M ago1:05:39

1:05:39

How do you bring AI into a newsroom as big and globally distributed as the BBC, an editorial network that stretches across 42 languages and more than 5,000 journalists? This week on Newsroom Robots, host Nikita Roy talks to Olle Zachrison, Head of News AI at BBC News, where he leads the BBC’s efforts to advance AI use and strengthen its journalism …

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#266: The Heart Of Service: a Blueprint For Human-Centric Ai In Customer Service 29:04

2M ago29:04

29:04

This episode dives into The Heart of Service, a practical guide to human-centered AI in customer service. Nick explains real stories, change management, measuring AI impact, frontline listening, ethics, and tools leaders can use. Good for CX leaders, managers, and practitioners. About Nick Glimsdahl Nick Glimsdahl is a trusted advisor to customer s…

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#265: Winning Leadership Buy-In: Aligning CX with Business Goals 25:03

2M ago25:03

25:03

Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the true value of CX to drive …

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#264: B2B or B2C: Time to Level Up in CX with Ben Phillips 28:14

2M ago28:14

28:14

Ben Phillips, a 20-year CX professional, explains how B2B customer experience differs from B2C, highlights key B2B moments, and gives real examples of fixing and leveraging accounts. He also shares practical training ideas: translate leadership strategy into frontline actions and use short, authentic formats like podcasts. About Ben Phillips Ben is…

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#263: People, Platforms, and the Truth About CX 33:53

2M ago33:53

33:53

In this episode, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, the strategies top companies use …

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#262: Retail Reinvented: People, Platforms, and the Truth About CX with Melissa Moore 28:17

2M ago28:17

28:17

Melissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels. About Melissa Moore Melissa Moore is an award-winning Retail Consultant and Edu…

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Vilas Dhar: Why the Future of Journalism Is Still Human 46:58

3M ago46:58

46:58

This week on Newsroom Robots, host Nikita Roy sits down with Vilas Dhar, President of the Patrick J. McGovern Foundation, one of the world's foremost philanthropies advancing AI for public good. Dhar leads a $1.5 billion endowment that has committed over $500 million to projects spanning climate action, public health, education, and democratic gove…

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#261: Fans Favorite: Mastering Design Thinking: Igniting Innovation and Supercharging Transformation with Michael Lewrick 33:30

3M ago33:30

33:30

In this episode, Greg sits down with Michael Lewrick, bestselling author and design thinking expert, to unravel how the mindset of design thinking—beyond just tools—can spark innovation, drive transformation, and elevate business performance. Michael dives into real-world cases, shares his "50 tools" framework, explores how to measure innovation us…

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#260: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success 29:44

3M ago29:44

29:44

Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and …

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Ludwig Siegele: Inside The Economist’s AI Playbook 41:17

3M ago41:17

41:17

How does a 182-year-old global magazine stay ahead in the age of generative AI? This week on Newsroom Robots, host Nikita Roy is joined by Ludwig Siegele, Senior Editor for AI Initiatives at The Economist. After more than 25 years reporting from San Francisco, Berlin, and London, Siegele now leads the publication’s AI strategy. He discusses how The…

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#259: Leading High-Performing Teams: Simple Habits of Fearless Leaders: Nick James 38:56

3M ago38:56

38:56

Learn how fearless leaders build high-performing teams. Nick James shares practical habits: start with why, create psychological safety, empower people, use candid feedback, and coach individuals. He also explains his Eighty20 coaching, leading agile change, and why radical transparency and backing your team matter in fast change driven by AI and t…

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#258: Building the Future: AI, Avatars and the Power of Community 29:08

4M ago29:08

29:08

This episode explores avatars, AI, and community-driven value. Annika Kessel explains Cosmic Universe, ethical avatar design, NFTs, and community economies. Hear real risks like profile hacking and practical uses for brands, education, and mental health. Learn a human-centered view of AI and the future. About Annika Kessel Annika Kessel is a vision…

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Ivar Krustok: How Estonia’s Media Giant Builds AI That Actually Works 1:05:58

4M ago1:05:58

1:05:58

In Estonia, Delfi Meedia has built one of the strongest foundations for AI in journalism. With one of the highest digital subscription rates in the world, Delfi has moved beyond the buzz around AI to put it into everyday practice, supporting both its journalism and business. In this episode, host Nikita Roy is joined by Ivar Krustok, Chief AI & Inn…

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Djordje Padejski: Why AI Literacy Belongs at the Core of Journalism Education 47:40

4M ago47:40

47:40

As a new academic year begins, journalism schools face a defining challenge: how to prepare students for a profession being reshaped by AI. At Stanford University, Djordje Padejski is leading the way. A veteran investigative journalist and now associate director of the John S. Knight Journalism Fellowships at Stanford, he created one of the earlies…

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#257: Toward a Post-Digital Society: Where Digital Evolution Meets People's Revolution: Antonio Grasso 33:09

4M ago33:09

33:09

Antonio Grasso offers invaluable perspectives for anyone looking to understand the intersections of technology, business, and society. By embracing a human-centric approach to digital transformation, businesses and individuals can prepare for a future where technology supports and enhances human endeavors. About Antonio Grasso is the Founder and CE…

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#256: Beyond the Theory: Creating Meaningful Experiences with Sam Stern 30:10

4M ago30:10

30:10

Sam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, e…

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#255: Fans Favorite: Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach 35:03

4M ago35:03

35:03

We deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today's competitive market. We unravel the nuances of fostering meaningfu…

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#254 Winning Inside to Win Outside: The EX-CX Connection with Francesca Di Meglio 32:07

5M ago32:07

32:07

How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It's a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation …

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Sara Beykpour: The Next Chapter in News Aggregation 51:31

5M ago51:31

51:31

In this episode, host Nikita Roy is joined by Sara Beykpour, co-founder and CEO of Particle News — the AI-powered news aggregator. Launched in November 2024, Particle blends multi-perspective coverage, concise AI-generated summaries, and a bias meter that makes framing visible, giving readers both speed and trust in the same experience. Key topics …

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#253: Fans favorite: Mastering Digital Transformation with Marcus Köhnlein 30:43

5M ago30:43

30:43

In this episode, we discuss the role of leadership in guiding these transformations and explore how customer experience is evolving in the digital age. About Marcus Köhnlein Partner at Tactical Management Partner at Quarero Marketing Accelerator Partner at Quarero AG Partner at Taskforce Solutions Ltd / 360workx GmbH Resources LinkedIn Top Voice : …

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#252: It's Not Just Tech: Why People Drive Real Transformation with Bernd Ziethen 21:07

5M ago21:07

21:07

In this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without st…

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#251: Fans favorite: Mastering the Art of Customer Experience: Insights from the CEO of the CXPA 29:41

5M ago29:41

29:41

Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and …

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#250: Jumpstart Your Workplace Culture 22:33

5M ago22:33

22:33

What does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you'll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Cul…

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Florent Daudens: How Open-Source AI Puts Newsrooms Back in the Driver’s Seat 1:04:24

6M ago1:04:24

1:04:24

What if the future of journalism isn’t locked behind the paywalls of big tech companies, but freely available to every newsroom willing to embrace it? Too often, the conversation around AI in newsrooms centers on big tech, like OpenAI’s ChatGPT or Google’s Gemini. These are powerful tools, no doubt but they come with caveats: mainly cost, limited t…

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#249: Fans favorite: Leading a Human-Centric Digital Transformation 29:20

6M ago29:20

29:20

In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it's not just about technology; it's about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be ena…

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Fabian Heckenberg, Naja Nielsen & Gard Steiro: The Hard Truths About AI Every Newsroom Leader Can’t Ignore (Recorded Live at Nordic AI in Media Summit 2025) 40:21

6M ago40:21

40:21

In this live episode of Newsroom Robots, host Nikita Roy moderates a panel discussion recorded at the Nordic AI and Media Summit in Copenhagen. The conversation features Gard Steiro (Editor-in-Chief and CEO of VG in Norway), Fabian Heckenberger (Managing Editor and Senior Editor for AI at Süddeutsche Zeitung in Germany), and Naja Nielsen (Media Dir…

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The Customer Experience World Games 2025 with Tom DeWitt 10:04

6M ago10:04

10:04

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to s…

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Evolving Personalization: The Secrets to Staying Ahead in CX 22:53

6M ago22:53

22:53

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOAL…

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Fan Favorite: Recalibrating Leadership for the Infinite Game 32:16

6M ago32:16

32:16

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOAL…

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The Customer Experience World Games 2025 with Michael Brandt 8:16

6M ago8:16

8:16

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to s…

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Gina Chua: Where Journalism’s Value Lives When AI Tells the Story 51:15

6M ago51:15

51:15

In this live episode, host Nikita Roy sits down with Gina Chua, Executive Editor of Semafor, recorded at an event at New York University hosted in collaboration with the AI networking group, Humans in the Loop. Gina brings a uniquely expansive lens to the AI conversation, grounded in her leadership across global newsrooms—from Reuters and The Wall …

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Aha! Moments That Change Everything 20:56

6M ago20:56

20:56

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOAL…

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The Customer Experience World Games 2025 with Thulani Ncube 9:28

6M ago9:28

9:28

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to s…

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Revisited: Unleashing the Power of Experience Management 32:08

7M ago32:08

32:08

In collaboration with CCW Europe Summit 2025 CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALK…

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The Customer Experience World Games 2025 with Neal Topf 9:40

7M ago9:40

9:40

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to s…

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Governance for CX Success: Uniting Teams and Tech for Seamless Collaboration 20:56

7M ago20:56

20:56

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOAL…

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The Future of Aged Care: How Ohana is Changing Home Healthcare 31:53

7M ago31:53

31:53

This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity. About the Guest Peter Nicholson is Managing Director of ALTK…

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Zach Seward: How a Five-Person AI Team Is Powering Innovation at The New York Times 58:35

7M ago58:35

58:35

In this live episode, host Nikita Roy sits down with Zach Seward, Editorial Director of AI Initiatives at The New York Times, recorded at the ONA x Newsroom Robots AI Leadership Summit in Detroit. With a background that spans journalism, product, and executive leadership, Zach brings a rare blend of newsroom insight and entrepreneurial thinking to …

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Cheryl Phillips: How AI Is Uncovering Hidden Stories in Local Government 51:01

7M ago51:01

51:01

When officials in Santa Clara County (home to Silicon Valley) publicly proclaimed they were not sharing data with U.S. Immigration and Customs Enforcement, they likely did not expect to be caught in a contradiction. Yet behind the scenes, those same officials had recently signed new contracts with the federal agency — a fact that might have remaine…

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Revisited: Never Lose an Employee Again with Joey Coleman 34:48

7M ago34:48

34:48

We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both. Top …