Customerland is a podcast about …. Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about.So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home.
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Csat Podcasts
1
Choose To Be with Choose Recovery Services; Betrayal Trauma Healing
Choose Recovery Services - Alana Gordon and Amie Woolsey
Choose To Be is focused on women healing from infidelity, and betrayal trauma. We are committed to helping women heal. Be a part of the conversation as we interview experts and others who have gone through this journey and gain tools to help you move forward. Alana and Amie bring their own experiences to the conversation, and their individual expertise makes for a unique and valuable resource. Alana Gordon-LMFT, CCPS, CSAT candidate, Betrayal Coach Amie Woolsey-Betrayal Coach, CPC, ELI-MP, A ...
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Welcome to a NorthPoint Counseling Perspective, a podcast that addresses the intricate tapestry of individual, marriage, parenting, addictive sexual behavior, and betrayal partner trauma.
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What does it take to create experiences customers love, craft campaigns that captivate, and drive measurable results? Insights Unlocked features candid conversations with the builders, creators, and innovators driving some of the world’s most impactful digital transformations. Tailored for marketing, product, UX and CX leaders, each episode delivers actionable insights to help you create customer-first strategies and stay ahead in today’s competitive landscape. Each episode is about 30 minut ...
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Guided meditations by R' Yakov Danishefsky LCSW CSAT.
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Does your dog suffer from Separation Anxiety? In this podcast I discuss separation-related problem behaviors, take a deep dive into behavior modification, discuss real life case studies, and help listeners all over the world work towards their alone time goals. http://www.TrainingwithAlly.com IG: @trainingwithally Twitter: @trainingwthally
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Jackie Johnston, CSAT, CTC, CPDT-KA, FFCP takes you on a canine separation anxiety deep dive. Tune in to learn about the key ingredients that will set you and your dog up for success on your home alone training journey.
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Licensed psychologist Dr. Kate Balestrieri and licensed psychotherapist Lauren Dummit are hosting a radio show called Behind Closed Doors on 790 KABC in Los Angeles. Dr. Balestrieri and Dr. Dummit, both Certified Sex Addiction Therapists (CSAT), focus their radio show on critical and timely topics such as sex, dating, relationships, addiction, sexual harassment, mental health and getting healthy. The live show is on 790 KABC in Los Angeles from 6pm to 7pm every Saturday and the new podcasts ...
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I Barry Humfrey Geraldton is an operations professional with deep experience in the digital space. My strengths include dynamic email and phone communication and customer first approach. I have achieved a 95% csat rating and proactively mobilized team members during a time when morale was challenged and am interested in building leadership skills with an eye to customer success in my next role.
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Each of our podcasts discusses one episode of ”The Bond” TV show, which interviews experts in nature and sustainability topics. We discuss the impact on nature, our environment, our community and how the topics covered in the show impact our lives and relationships. From falconry to military jets, NASA, cow therapy, dog training, cat breeding, rescue shelters, spearfishing, and PTSD therapy dogs kayak with veterans...all these experts have some way they impact us. Join us for engaging topics ...
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Wildcide is a unique true crime podcast that blends the most outrageous real-life cases with expert insights from professionals across the criminal justice field. Hosted by sisters Chelsea, an allied health professional, and Bailey, an experienced therapist, the show delves deep into the psychological and sociological dimensions of each case. With their combined expertise, they aren’t afraid to tackle complex, hard-hitting topics while weaving in just enough light-heartedness to balance the ...
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Customer Support QA and Training: I deliver bite-sized episodes every two weeks that each dive into a single solution, showcasing the tech stacks and workflows top support pros use to tackle challenges and optimize their customer and team experience.
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Are CSAT scores hurting your bottom line? Is compliance becoming more of an obstacle? Is your customer engagement inefficient? Then you’ve come to the right place. Dive in with Alphanumeric to discover how organizations can Make Their Mark on the ever-evolving healthcare ecosystem. Hear from subject-matter experts, listen in on real stories, and get advice from a spectrum of voices across the patient care experience. The Make Your Mark podcast explores the greatest challenges in the patient ...
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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring t ...
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Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
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Welcome to the Let's Talk CX podcast presented by SKWeston. To learn how we can help modernize CX engagement and maximize CX outcomes, head over to www.skwestoncompany.org.
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The Functional Breeding Podcast is about how to breed dogs for function and for health, behavioral and physical. It is brought to you by the Functional Dog Collaborative, a non-profit organization founded to support the ethical breeding of healthy, behaviorally sound dogs. The FDC’s goals include providing educational, social, and technical resources to breeders of both purebred and mixed breed dogs, helping us all learn more about how to breed good companions who are fit for sports or work. ...
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Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!
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Virtual LPC is a podcast dedicated to inspiring counselors and all others working in the mental health field! Each episode brings you a standout in the mental health field who shares their journey of growing a business that is not only prosperous, but fun! You will receive takeaways each week to help you maintain your own wellness, and start/grow your own counseling business. Are you tired of grinding out the day, feeling overworked and underpaid? Looking for inspiration and encouragement to ...
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Be the boss of your life experience and design your best life. Most of us operate based on hidden beliefs about ourselves, and are therefore powerless in our lives. Jasmine Svare has a Masters degree in Psychology and works with clients as a Licensed Mental Health Counselor to create their best and most successful lives. While this podcast, of course, does not provide you with counseling or healthcare services from Jasmine, you can start to build your understanding of subconscious programmin ...
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Treatment for Adolescent Offenders with Samantha Ammann, RN, LCSW, CSAT, RYT
1:06:57
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1:06:57Trigger Warning: This interview discusses sexual compulsive behaviors, juvenile sexual offending, trauma, and family dysfunction. Listener discretion is advised. In this episode, Bailey and Chelsea sit down with Samantha, a Licensed Therapist and Certified Sex Addiction Therapist (CSAT), who specializes in treating individuals struggling with sexua…
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Shortcide: 'Pick Me' Criminals are the WORST
43:44
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43:44Some people will do anything to be noticed — post, pose, or even escape from jail. This week, Bailey and Chelsea dive into the wild world of “Pick Me” criminals — THE MOST obnoxious types of criminals where their egos outweighed any rational thought. First up, Bailey unpacks the bizarre case of Antoine Massey, the New Orleans fugitive who escaped j…
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Questions or topics you'd like us to address? Send us an email with “Choose To Be” as the subject to [email protected]. Can you name your emotions beyond happy, sad, and mad? In this final episode of our real recovery series, we dive into the emotional work that transforms recovery from performance into real transformation. If you'…
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Why empathy still wins in an AI-powered world with Sara Fortier from Outwitly
35:45
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35:45Episode web page: https://bit.ly/43n2Y89 ----------------------- Episode summary: In this episode of Insights Unlocked, host Nathan Isaacs sits down with Sara Fortier—founder and CEO of Outwitly, Silicon Valley design veteran, and author of the upcoming book Design Research Mastery. Together, they explore the enduring relevance of human-centered de…
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Designing AI that Earns Trust and Relevance
37:02
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37:02What if doing “the right thing for this customer, right now” became the default? We sit down with Rob Walker, VP of Decisioning and Analytics at Pega, to unpack how empathy at scale, AI-driven decisioning, and strong governance can make customer engagement both more human and more effective. Rob explains why empathy isn’t charity; it’s a system for…
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Adolescent Offender: The Hunter Heckel Case
1:02:21
1:02:21
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1:02:21Trigger Warning: This episode contains detailed discussion of sexual assault involving minors and may be distressing to some listeners. In 2021, two assaults inside Loudoun County schools ignited one of the most divisive moral panics in modern America. The perpetrator—a sixteen-year-old named Hunter Heckel—became the face of a national storm that f…
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Leading Through Layoffs: Building Teams When Budgets Shrink | Episode 22
35:38
35:38
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35:38This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. What happens when budgets shrink, layoffs ripple across the industry, and leaders are asked to do more with less? This week on Live Chat, I sat down with Alisha Joseph, founder of Savvy Service Pro and cre…
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When recovery feels like an endless checklist, how do you know if real change is happening? This week Amie and Alana break down the concrete, visible behaviors that build the foundation of safety and trust after betrayal–from radical transparency to making amends. Discover why doing all the “right things” might still leave you feeling disconnected,…
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Flipping the funnel starts with knowing your customers with Sangram Vajre
46:35
46:35
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46:35In this episode of Insights Unlocked, host Nathan Isaacs sits down with Sangram Vajre—co-founder of Terminus and GTM Partners, bestselling author, and pioneer of the Flip My Funnel movement—to explore how customer-first thinking reshapes business growth. Sangram recounts the moment of inspiration that led to flipping the traditional sales funnel on…
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1
The West Nickel Mines Amish School Shooting
1:05:43
1:05:43
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1:05:43⚠ Trigger Warning: This episode discusses violence against children, trauma, and death. Listener discretion is advised. On October 2, 2006, the quiet farmlands of Lancaster County, Pennsylvania, were shattered when a local milk truck driver, Charles Carl Roberts IV, stormed a one-room Amish schoolhouse and took ten young girls hostage. By the time …
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1
Skepticism, air cover, and the new playbook for insights teams
50:28
50:28
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50:28By mike giambattista
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1
All the questions you had about synthetic users but were afraid to ask
42:51
42:51
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42:51Episode web page: https://bit.ly/42dkHi0 ----------------------- Episode summary: In this thought-provoking episode of Insights Unlocked, host Lija Hogan sits down with Dr. John Whalen—cognitive scientist, author, and founder of Brilliant Experience—to explore how artificial intelligence is reshaping the way teams conduct customer research. With de…
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Inside Expivia Digital and the State of Contact Center Technology
13:29
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13:29Send us a text Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implementations. As members of NICE's Executive Advisory Board, we discuss the biggest trends shapi…
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Trafficked: The Incredible Survival of Iasia Sweeting
56:01
56:01
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56:01The most devastating crimes don’t always start with violence — sometimes, they begin with a promise. A voice that sounds enlightened. Someone who claims to see something special in you… and then, piece by piece, rewrites what love means. What truth means. What safety means. This is the story of Iasia Sweeting, a gifted teenage artist who vanished i…
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If AI agents run retail, who keeps thinking?
35:44
35:44
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35:44If “modernizing” sounds like a buzzword, this conversation turns it into a blueprint. We sit with retail veteran Art Sebastian to trace how a beloved convenience chain moved from hometown habits to a unified, omni-channel engine - without breaking trust or losing its core. The journey starts with customer truth and a clear-eyed data audit, then bui…
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From Boring to Brilliant: Raising Energy on Virtual Calls | Episode 21
46:14
46:14
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46:14This podcast is sponsored by Supportman which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. Ever leave a virtual meeting wondering why it felt flat, even though the content was solid? In this episode, I’m joined by Anders Boulanger, founder and CEO of Engagify and author of Engage First (coming Oc…
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The Power of Breathwork - with Kurtis Lee Thomas
28:14
28:14
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28:14Have you heard about breathwork but aren’t quite sure what it is or how to begin? This week we are excited to welcome Kurtis Lee Thomas to the podcast. Kurtis is the founder of Breathwork Detox Modality and was named 2024 Entrepreneur of the Year by Best Holistic Life Magazine. Learn how Kurtis’s journey led him to discover the healing power of bre…
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Preventing P*dophilic Offending: With Dr. Christoffer Rahm and Allison McMahan
59:41
59:41
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59:41Some crimes don’t begin in the shadows — they start in silence. In this groundbreaking conversation, we sit down with Dr. Christoffer Rahm, psychiatrist and lead researcher at the Karolinska Institute in Stockholm, and Allison McMahan, psychologist and doctoral candidate specializing in early intervention for individuals with pedophilic disorder. T…
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Build your Plan B: How content entrepreneurship can unlock freedom and meaning
43:52
43:52
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43:52Episode web page: https://bit.ly/46shU5A ----------------------- Episode summary: Joe Pulizzi—bestselling author, founder of the Content Marketing Institute, and creator of the Content Inc model—joins host Nathan Isaacs to talk about redefining work, meaning, and success in the age of AI and economic uncertainty. From his transition after a success…
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The Tao of Leadership: Bridging Technology and Human Creativity in the AI Revolution
30:33
30:33
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30:33Jack Myers, founder of the Myers Report and Media Village Education Foundation, takes us beyond the typical AI conversation into the profound human implications of artificial intelligence. Drawing from his book "The Tao of Leadership," Myers explores how agentic AI—autonomous systems that interpret goals, make decisions, and evolve in real-time—wil…
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Some secrets are buried forever. Others come spilling out in the final moments of life — whispered to a nurse, a prison guard, or an investigator when there’s no more time left to lie. In this Shortcide, Bailey and Chelsea dive into the unsettling world of deathbed confessions. Sometimes they come from guilt too heavy to carry. Sometimes from fear …
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You're Not Overreacting: Gaslighting, Betrayal, and the Right to Feel Safe
19:32
19:32
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19:32Have you ever felt dismissed or minimized in your relationship? Have you been made to feel as though your concerns are crazy or unimportant? If so, keep listening! This week Amie continues the conversation around gaslighting in relationships. Listen in as she relates a powerful analogy between a neighborhood dispute and gaslighting tactics often se…
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Unlocking SaaS growth with fast, focused customer research with Asia Orangio
41:44
41:44
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41:44Episode web page: https://bit.ly/46FFJbA ----------------------- Episode summary: In this episode of Insights Unlocked, we dive deep into the intersection of customer research, growth strategy, and fast decision-making with Asia Orangio, founder and CEO of DemandMaven. Host Lija Hogan, principal of experience research strategy at UserTesting, guide…
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Joël Le Scouarnec: France’s Most Prolific Predator
1:09:08
1:09:08
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1:09:08“I acted without any qualms and with a single objective — to commit sexual assaults as often as I could.” Those weren’t the words of a man caught in a single moment of weakness. They were the written confession of Joël Le Scouarnec, a French surgeon who spent more than 25 years preying on children under the cover of his white coat. Behind the image…
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The $15 Billion Product Experience Challenge
28:57
28:57
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28:57Ever wondered why you abandon your shopping cart online? The answer might surprise you. According to Tarun Chandrasekhar, President and Chief Product Officer at Syndigo, "Customers don't abandon products, they abandon poor experiences." This simple yet profound insight cuts to the heart of today's commerce challenges. The most jaw-dropping revelati…
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Conquer QA Overwhelm with Stacy’s Fearless Ten-Ticket Method | Episode 20
31:47
31:47
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31:47This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. “Consistent quality review, I think, is better than no quality review.” That’s the principle that guided Stacy Justino, Product Support Manager at PetDesk, when she launched a brand-new QA program for vete…
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What is Gaslighting and the DARVO Pattern?
54:19
54:19
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54:19Join us this week for a replay of one of our most popular episodes! When your partner turns your therapy progress into ammunition against you and conversations become twisted battles where you end up apologizing for things you never did wrong, you might be experiencing a calculated pattern of emotional abuse. This eye-opening episode breaks down th…
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Why brand matters and how CMOs are playing out of position
42:38
42:38
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42:38Episode web page: https://bit.ly/3K2NcZn ----------------------- Episode summary: In this episode of Insights Unlocked, Joe Chernov, a seasoned B2B marketing leader and Executive in Residence at Battery Ventures, joins host Johann Wrede to unpack the modern CMO’s biggest trap—playing out of position. Joe shares the pivotal career moment that pulled…
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Blood Ties: The Murders of Danielle Marzejka and Seren Bryan
50:58
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50:58When 18-year-old Danielle Marzejka and 19-year-old Seren Bryan vanished from their Clinton Township home in August 2018, friends expected them to pop back up with a laugh and a message. Instead, their belongings remained untouched—their phones, insulin, and treasured keepsakes left behind. Days later, a horrific discovery in a backyard shed shatter…
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Personalization First: The Secret to Customer Loyalty
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36:30The strategic balance between technology investment and human touchpoints has never been more critical in customer experience. In this eye-opening conversation with Mario Matulich, CEO of Customer Management Practice and CCW, we uncover why so many well-intentioned CX initiatives fail during uncertain economic times. Mario reveals the three drivers…
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Trusting Yourself First: Healing After Betrayal Trauma
29:08
29:08
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29:08Join us this week for a replay of one of our most popular episodes! How can you trust yourself again after betrayal? Being betrayed by a partner is traumatizing physiologically, emotionally, and mentally. When you’ve had this kind of blow in your life, it affects your sense of self, sense of safety, and self identity. This makes trusting yourself d…
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How to stop wasting research and turn customer insights into action with Jake Burghardt
37:35
37:35
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37:35Episode web page: https://bit.ly/3UXulRJ ----------------------- Episode summary: In this episode of Insights Unlocked, host Lija Hogan sits down with Jake Burghardt, author of Stop Wasting Research and ex-Amazon and ex-Microsoft. Together, they dive into one of the most overlooked challenges in customer research: why so much valuable insight never…
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Kenneth McDuff: The Broomstick Killer
1:01:06
1:01:06
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1:01:06**CORRECTED/UPDATED 9/3: Audio Issues with this episode** Kenneth McDuff was supposed to die in prison. Instead, a broken justice system set him free—and unleashed one of the most sadistic serial killers Texas has ever known. Nicknamed The Broomstick Killer for the brutality of his first murders in 1966, McDuff’s first death sentence was commuted, …
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Ever wondered what happens in that crucial moment after you click "buy" online? Ashley Firmstone, SVP of Global Enterprise Growth at ROKT, takes us deep into the psychology of the transaction moment and how forward-thinking brands are transforming it from a dead end into a value-creating opportunity. When you complete a purchase online, you're expe…
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Prevention-First QA to Rocket Your Team to 97-Plus-Percent CSAT | Episode 19
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31:08If your QA process is just a checklist, you are wasting time, money, and customer trust. Today, I’m talking with Chloé Koers-Bourrat, Process and Productivity Manager, Support Operations at Smartly, who built a prevention-first QA program that turned a fast-growing ad tech team into a 97 percent-plus CSAT powerhouse. Chloé’s approach is simple but …
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Five Steps to Loving Yourself After Betrayal
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42:46
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42:46How do you find your way back to loving yourself when betrayal has left you feeling broken and unworthy? Discover five transformative practices to rebuild your relationship with yourself, from alignment and boundaries to celebration and vitality. These aren't quick fixes, but foundational shifts that teach your nervous system you matter. What you’l…
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Creating workplaces that work for all to thrive with Tara May
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38:44Episode web page: https://bit.ly/4fEzKXi ----------------------- Episode summary: In this thought-provoking episode of Insights Unlocked, host Lija Hogan is joined by Tara May, CEO of Spirit Tech—a pioneering tech company where more than 90% of the staff are autistic. Together, they explore what it truly means to create inclusive workplaces, the bu…
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Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI
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9:37Send us a text Dive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining a human touch in customer experience, and strategies to avoid the dreaded “tech for tech…
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The Heart that Lived Twice: The Case of Sonny Graham and Terry Cottle
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48:14In April 2008, neighbors in Vidalia, Georgia, were jolted awake by the sound of a shotgun blast. The man who died that morning was no stranger — Sonny Graham was a beloved golf director, a husband, a father. But Sonny also carried a secret: the transplanted heart of another man who had died by suicide more than a decade earlier. That man’s widow, C…
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The world of retail media is experiencing a seismic shift as networks struggle to bridge the gap between traditional in-store marketing and digital advertising approaches. In this fascinating conversation with Paul Brenner (Global SVP of Retail Media and Partnerships at InStore Marketplace) and Steve Gray (Director of SG Retail UK), we explore the …
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Why Do We Get So Emotionally Dysregulated After Betrayal?
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31:12Do you feel like you’ve gone from calm and collected to emotionally unstable since experiencing betrayal? You’re not broken; your brain is just trying to protect you. This week Alana breaks down the science behind why betrayal throws your nervous system into overdrive and shrinks your window of tolerance. Listen to learn: How betrayal activates you…
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Optimize with empathy: Gwen Hammes on turning behavior into brand impact
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30:57Episode web page: https://bit.ly/4fEzKXi ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- Episode summary:This week on Insights Unlocked, Nathan Isaacs sits down with Gwen Hammes, co-CEO of CRO…
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The Upper West Side Cult: Therapy, Sex, and Control
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52:10In this episode, Bailey and Chelsea peel back the layers of a New York story most people never knew was happening right under their noses. At the height of the city’s cultural revolution—where art, politics, and therapy collided—a radical psychotherapy collective promised liberation from tradition, family, and fear. But what began as an experiment …
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Customer Success Playbook Podcast S3 E71 - Adrian Swinscoe - Unlocking Value in Customer Journeys
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9:17Send us a text Ready to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh’s Fringe Festival to personal tales of rock climb…
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Retention Over Acquisition: The New Subscription Paradigm
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30:40The subscription economy is experiencing a profound transformation. What once centered entirely on acquisition has shifted dramatically toward retention as businesses recognize the true value of deepening customer relationships rather than constantly chasing new subscribers. Lina Tonk, CMO at Recurly, explains this evolution with remarkable clarity…
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Stop Hoarding QA: How to Use Feedback to Fuel Support Team Growth | Episode 18
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28:48"I'm not here to catch your mistakes, I'm trying to get customers to stop yelling at you." - Amanda Drws That’s how Amanda Drws thinks about QA, and it’s a big reason her teams trust the process instead of fearing it. In this episode, we dig into how Amanda built a QA approach that actually makes life easier for agents and more valuable for the who…
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What Does "Doing the Work" Mean? - with Athina Chiron
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42:35What does real healing look like? This week Alana welcomes Athina Chiron to the podcast. Athina shares her deeply personal journey from trauma survivor to healing professional. Athina offers a raw and honest look at what healing actually feels like day-to-day. She breaks down the myth that healing has a finish line and instead reframes it as an ong…
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Keep Call Centers In America Act- The Truth
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15:22
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15:22Send us a text In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface, it sounds like a patriotic move to keep jobs here in the U.S., but when you look closer, the story gets more complicated. We break down what the bill actually says, how it could affect American contact centers…
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Every (buying) decision is emotional with Talia Wolf
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30:22Episode web page: https://bit.ly/3Jjar14 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- Episode summary:In this episode of Insights Unlocked, host Nathan Isaacs sits down with Talia Wolf—foun…
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