Best Adrian Koehler Podcasts (2025)

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The State of Customer Engagement - Interview with Chris Koehler of Twilio 40:57

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12d ago40:57

40:57

Today’s episode of the Punk CX podcast features Chris Koehler, the Chief Marketing Officer at Twilio. We discuss Twilio’s recently published State of Customer Engagement Report, how many brands are using AI to personalise experiences and the impact they are seeing as a result, customer concerns about the use of their data, the rise of first-party d…

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The terms deflection and containment should be banned - Interviews from Cisco's WebexOne 1:01:42

5d ago1:01:42

1:01:42

Today’s episode of the Punk CX podcast is a three-part episode featuring conversations I had with Vinod Muthukrishnan, the VP & COO for the Webex Customer Experience Business Unit at Cisco, Chang Chang, a Senior Director of Product for Cloud CX Solutions at Cisco and a Cisco Webex customer - Patrick Cornish, a Senior Network Engineer specialising i…

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Closing the CX chasm - Interview with Jamie Anderson of UserTesting 55:38

19d ago55:38

55:38

Today’s episode of the Punk CX podcast features Jamie Anderson, Chief Revenue Officer of UserTesting. Jamie joins me today to talk music, the mismatch between what companies believe they deliver and what customers actually experience, and how this can be fixed with human-first design. We also explore how AI risks disconnecting teams from real human…

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Creating a customer service system that scales without losing authenticity - Interview with Ty Givens of CX Collective 47:06

26d ago47:06

47:06

Today’s episode of the Punk CX podcast is with Ty Givens, who is the Founder and CEO of CX Collective, where she partners with ambitious brands to build customer experience programs that don’t just keep up—they lead. Ty joins me today to talk about how emotional labour and systems thinking are missing from leadership, why there is a better way to r…

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Episode 278 | What Is EOS? How It Creates a Values-Aligned Culture for Group Practices with Tara Vossenkemper 25:57

27d ago25:57

25:57

What does it really mean to run a values-aligned practice? As a group practice owner, I’ve learned how powerful it is to build a culture that actually reflects our values. In this episode, I sit down with my friend Tara Vossenkemper to answer the question “what is EOS?” and explore how it helps us create a true values-driven meaning in our practice…

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Think you know Gen Z? Think again - Interview with Matt Powell of Great State 55:19

1M ago55:19

55:19

Today’s episode of the Punk CX podcast is with Matt Powell, Creative Director at Great State, a digital product and service design agency. Matt joins me today to talk about some research that they recently released called Shifting States, which examines Gen Z behaviours and digital expectations. We explore the implications of this research, what it…

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Episode 277 | When to Hire a CFO vs. Accountant for Your Practice with Carter Freeman 21:39

1M ago21:39

21:39

Do you really need a CFO, or is your accountant enough? If you’re a group practice owner wondering whether your current accountant is giving you the insight you actually need to scale, this episode is for you. I sat down with Carter Freeman to talk about the evolving role of CFOs in therapy practices, and how CFO services - especially fractional CF…

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Ep. 197-Quiet Cracking: Why We Ignore Red Flags in Careers (and How to Stop) w/Eliana Goldstein 52:56

1M ago52:56

52:56

Let us know what you thought about the show! In this episode, Jason sits down with Eliana Goldstein, a certified career and executive coach, the resident Career Coach for CBS New York Morning News, and a member of the Forbes Coaches Council. Eliana’s coaching strategies have been featured on MSNBC, Business Insider, and Fast Company, and she has sp…

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Why most brands build chatbots backwards - Interview with Sophie Cheng of Sinch 36:59

2M ago36:59

36:59

Today’s episode of the Punk CX podcast is with Sophie Cheng, the Senior Vice President of Product Marketing at Sinch, the global CPaaS (Communications Platform as a Service) provider. Sophie joins me today to talk about why most brands build chatbots backwards, why success hinges on journey-led design, not tech-first thinking, how to design real co…

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Ep.196- Jay Sapovits: From Marquee Jets to $5M Inked Stores – Entrepreneurship Lessons in Resilience & Growth 55:15

2M ago55:15

55:15

Let us know what you thought about the show! Today we’re sitting down with Jay Sapovits, founder and president of Inked Stores—a swag company that’s not only grown past $5 million a year in revenue, but has also built more than a thousand online stores for big names like Pen Entertainment, DoorDash, and Crocs. Jay’s path isn’t just about building s…

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The value of hyperpersonalization and the state of CX - Interview with Greg Kihlström of The Agile Brand 1:01:17

2M ago1:01:17

1:01:17

Today’s episode of the Punk CX podcast is with Greg Kihlström from The Agile Brand. Greg is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. A couple of months ago, Greg invited me to be a guest on his sho…

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Episode 276 | Top 5 Things Leadership Needs From You So They Can Stop Bothering You and You Can Finally Focus on the Big Picture with Lisa Besler 24:08

2M ago24:08

24:08

Let’s be real - building a leadership team isn’t just about hiring strong people. It’s about letting them lead. If you’ve ever found yourself answering endless questions from your clinical directors or leadership staff, wondering why they can’t just run things without you, this episode is for you. In this week’s episode, I sit down with leadership …

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Ep. 195: The Lost Art of Empathy with Jill Robin Payne 50:00

2M ago50:00

50:00

Let us know what you thought about the show! In this episode of You Winning Life, Jason sits down with licensed therapist, author, and creator of Bempathy®, Jill Robin Payne. With over 40 years in the mental health field, Jill has dedicated her career to helping people build healthier, more connected relationships by blending playfulness with empat…

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Envisioning a personal AI agent for every customer - Interview with Malte Kosub of Parloa 35:06

2M ago35:06

35:06

Today’s episode of the Punk CX podcast is with Malte Kosub, the co-founder and CEO of Parloa, a provider of an enterprise-grade AI agent management platform for customer service. Malte joins me today to talk about standing out in an increasingly crowded field, his vision for how customer support will evolve over the coming five years, and what succ…

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Episode 275 | Are Your Notes Putting Your Practice at Risk? Compliance & Therapy Documentation Tips with Dr. Tiana Kelly 25:56

2M ago25:56

25:56

Are your notes putting your practice at risk? Skipping a HIPPA compliance checklist or letting sloppy therapy documentation slide could cost you big - legally, financially, and ethically. In this episode of The Group Practice Exchange Podcast, I’m joined by Dr. Tiana Kelly, who’s here to help you strengthen your compliance practices, streamline you…

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Transforming CX with predictable AI and workflow automation - Interview with Rebecca Miller of Pega 39:00

3M ago39:00

39:00

Today’s episode of the Punk CX podcast is with Rebecca Miller, Senior Product Strategy Manager in the customer service and sales automation division at Pega. Rebecca joined me on the podcast recently to talk about the recently announced Pega Self-Service Agent, the problem with the current solutions in the market, why Pega is taking a fundamentally…

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Overcome incrementality by reimagining customer and agent experience - Interview with NiCE's CEO and Staysure's COO 1:08:19

3M ago1:08:19

1:08:19

Today’s episode of the Punk CX podcast features two interviews. The first is with Scott Russell, CEO at NiCE, a provider of AI-driven customer service software that helps deliver automation & personalized experiences at scale. Scott and I talk about their recent Interactions events in Las Vegas and London, why many organisations are still uncertain…

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Episode 274 | Is It Really a People Problem - or a Leadership Opportunity? Busting Myths About Leadership with Adrian Koehler 23:34

3M ago23:34

23:34

As a group practice owner, it’s easy to assume your struggles are about hiring or team dynamics, when what’s really needed is some honest reflection and strong leadership training for teams. In this episode, I sat down with leadership coach, Adrian Koehler to unpack what’s actually going wrong in many therapy practices: leadership mistakes that no …

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Five blind spots that get in the way of customer understanding and growth - Interview with Toni Keskinen of 180ops 1:00:29

3M ago1:00:29

1:00:29

Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data that empowers B2B businesses to drive revenue growth, optimize operations, and enhance customer lifetime value. Toni joins me today to discuss five different blind spots tha…

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SRM and why it matters to growth and customer experience - Interview with Ryan Hamilton 44:05

3M ago44:05

44:05

Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer Podcast with Colin Shaw. Ryan joins me today to talk about his new book (The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things), why an obse…

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Episode 273 | How Student Loan Planning, HRSA Loan Repayment & Nonprofit Student Loan Forgiveness Can Fuel Practice Growth with Connor Pierce 17:38

3M ago17:38

17:38

Wondering how to turn student loans into a recruitment and retention strategy for your group practice? This episode is for you. I sat down with Connor Pierce - doctor of physical therapy and certified student loan consultant - to talk all things student loan planning, HRSA loan repayment, and nonprofit student loan forgiveness. As group practice ow…

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Employee understanding and cracking the code of a better employee experience - Interview with Annette Franz 38:53

4M ago38:53

38:53

Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast and appeared back in 2019. She joins me today to talk about her new book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, the difference between e…

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Episode 272 | Avoid the Dreaded Board Complaint: Top Clinical Risk Management Tips for Group Practices with The Working Alliance 21:26

4M ago21:26

21:26

Could your group practice survive a board complaint? If you’ve ever felt anxious about protecting your license - or the licenses of your team - this episode is a must-listen. In this episode, I sit down with Karen Pavlidis and Fran Schopick of The Working Alliance to talk about a topic that keeps a lot of group practice owners up at night: how to p…

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Without context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDo 50:48

4M ago50:48

50:48

Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer experiences by aligning teams around the customer journey. We discuss customer journeys, journey mapping, and data, highlighting how businesses risk exacerbating data overwhelm i…

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Episode 271 | Burned Out and Still Not Building Wealth? Try These Retirement Strategies and Diversifying Income Ideas for Practice Owners with Eric Miller 20:34

4M ago20:34

20:34

Feeling stuck in your group practice and wondering how to finally build real wealth as a practice owner? If you’ve been pouring everything into your group practice but still feel like you’re not gaining traction financially, this episode is for you. I sat down with Eric Miller, co-owner of Econologics Financial Advisors, to talk about the retiremen…

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Voice still reigns in customer service - Interview with Nikola Mrkšić of PolyAI 55:06

4M ago55:06

55:06

Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent research of theirs that finds that the phone still reigns in customer service, making the contact center into a ‘command center,’ why voice channels aren’t relics of the past but are,…

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The future of CX and agentic CX - Interview with Sid Banerjee of Medallia 40:54

4M ago40:54

40:54

Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge. This time around, we talk about what has happened in those intervening years, what brought him out of ‘r…

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Episode 270 | Should Group Practices Offer EMDR Training for Therapists? These are the Key Benefits You Can’t Ignore with Rachel Harrison 16:23

5M ago16:23

16:23

Have you thought about offering EMDR training for therapists in your practice, but don’t want to overwhelm them? In this episode, I’m joined by Rachel Harrison from Trauma Specialists of Maryland, and together, we unpack how EMDR training for therapists can transform how group practices support clients, retain top-notch clinicians, and position you…

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Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci 36:40

5M ago36:40

36:40

Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You, why Amazon uses it, the five principles of the PRFAQ, where and how it can be applied and what to expect when you are creati…

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Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush 27:18

5M ago27:18

27:18

Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey wit…

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Episode 269 | Feeling the Referral Slowdown? Here’s How to Get More Therapy Clients and Boost Therapy Referrals 12:39

5M ago12:39

12:39

Feeling like the therapy referrals at your group practice have stopped flowing in? You’re not alone, and it’s not your fault. A lot of us are seeing a drop in therapy referrals, even though the demand for therapy clients is still sky high. In this episode, I’m digging into what’s really going on behind the scenes and sharing clear, actionable ways …

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Omnichannel was a myth - Interview with Gaurav Passi of Zingly 39:55

5M ago39:55

39:55

Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO (the Fear of Reaching Out), the Great CX Paradox, why Omnichannel was a myth and how ‘Rooms’ could be the answer. This interview follows on from my recent interview – Why businesses need to inve…

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Episode 268 | How Dietitians in Mental Health Can Elevate Client Care, and the Logistics of Building a True Multidisciplinary Therapy Team with Jamie Magdic 21:38

6M ago21:38

21:38

Ever wondered if bringing on dietitians in mental health could transform your group practice—but felt stuck on where to start? In this episode, I’m sitting down with Jamie Magdic, registered dietitian and group practice owner, to dive deep into the logistics of dietitians in mental health, opportunities, and challenges of creating a true multidisci…

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Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester 39:27

6M ago39:27

39:27

Today’s interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise grow…

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Ep. 194- Leadership, Language & Living Fully with Adrian Koehler 1:04:09

6M ago1:04:09

1:04:09

Let us know what you thought about the show! In this raw and powerful episode of You Winning Life, Jason Wasser welcomes Adrian Koehler, a high-impact executive coach and leadership trainer, to discuss the transformative power of commitment, language, and self-awareness in both life and leadership. They explore how getting “stuck” in career or pers…

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Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega 35:03

6M ago35:03

35:03

Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are imp…

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Episode 267 | How to Overcome Fear of Public Speaking as a Group Practice Owner with Linda Ugelow 20:45

6M ago20:45

20:45

Does public speaking anxiety stop you from saying “yes” to opportunities to share your voice? As therapy group practice owners, many of us find ourselves being pulled toward leadership beyond the therapy room—whether that’s hosting retreats, teaching workshops, speaking at conferences, or simply leading internal trainings with more presence and eas…

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Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk 57:42

6M ago57:42

57:42

Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhl…

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Ep.193-Becoming an Elegant Adult: Personal Growth, Self-Love, and Embracing Life's Challenges with Scott Fried 1:03:09

6M ago1:03:09

1:03:09

Let us know what you thought about the show! In this episode, Jason is joined by award-winning speaker, educator, and author, Scott Fried who has been a significant presence in Jason's life since 1994/95, when Jason first heard him speak at his childhood synagogue in South Florida. That initial encounter sparked a lasting connection. Their bond has…

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Episode 266 | Mental Health Industry Trends in 2025: Private Equity Investment in Healthcare, Values Based Care, Mental Health Market Consolidation & More 13:32

7M ago13:32

13:32

What’s really happening in the mental health industry—and how will it affect your practice in 2025? From the growing influence of private equity investment in healthcare to the rise of values based care, the mental health industry is changing rapidly. We're seeing a consolidation wave across the mental health market, paired with the adoption of new…

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AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe 29:25

7M ago29:25

29:25

Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about some new research that Adobe just published called AI to Cart, which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search a…

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The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics 1:03:43

7M ago1:03:43

1:03:43

Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX …

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Episode 265 | The Future of Mental Health Technology: AI Tools for Therapists You Need to Know with Christine Li 20:29

7M ago20:29

20:29

AI tools for therapists are changing the way we run our practices—from reducing admin work to improving efficiency in scheduling, billing, and even documentation. If you’ve ever wondered how to use AI in your business, this episode is for you! I sat down with Christine Li, CEO of Mentaya, to talk about mental health technology and how AI is transfo…

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Testing and experimentation is everyone's problem - Interview with Shafqat Islam of Optimizely 47:25

7M ago47:25

47:25

Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to Perfection, experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage their customers. This interview f…

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Episode 264 | Stop Doing It All! How to Grow a Therapy Practice by Building a Leadership Team 13:29

7M ago13:29

13:29

Feeling overwhelmed trying to run your therapy business all on your own? You’re not alone! Many group practice owners hit a point where managing everything—from clinical work to admin tasks—becomes unsustainable. That’s where building a leadership team comes in. If you want to know how to grow a therapy practice without burning out, this episode is…

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There are five types of loyalty but only two are growing - Interview with Sara Richter of SAP Emarsys 54:05

8M ago54:05

54:05

Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report, the five different types of loyalty that marketers and CX professionals should be thinkin…

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Ep. 192-Mastering the Art of Communication, Negotiation & Personal Growth w/ Michael Reddington 1:01:12

8M ago1:01:12

1:01:12

Let us know what you thought about the show! In this episode of You Winning Life, Michael Reddington, a Certified Forensic Interviewer and expert in strategic communication, joins Jason to break down the power of listening, asking better questions, and handling high-stakes conversations. Michael shares investigation-based techniques that can transf…

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Episode 263 | Building Client Trust Boosts Retention: How to Build Rapport with Clients and Keep Them Coming Back with Josh Satterlee 25:05

8M ago25:05

25:05

Are you struggling with client retention in your group practice? Here’s the truth—if you’re not prioritizing building client trust, your retention rates will suffer. In this episode, I sit down with Dr. Josh Satterlee, a chiropractor and founder of Trust Driven Care, to break down why building client trust in therapy practices is the key to long-te…

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Ep. 191- Overcoming Trauma & Building Abundance with Preston Smiles 45:29

8M ago45:29

45:29

Let us know what you thought about the show! In this episode of You Winning Life, Jason Wasser sits down with transformational leader and author Preston Smiles to dive deep into the journey of personal growth, overcoming challenges, and embracing transformation. Preston shares insights from his own life, including navigating family struggles, overc…

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Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate 49:53

8M ago49:53

49:53

Today’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy…