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🎤🎞️“The one with the hierarchy of opportunity” Ian Storm Dir Strategic Solutions at episode sponsor Aspect Software in episode 213🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Ian Storm

1:54 Where companies go wrong with AI and experience strategy

5:40 Snowball vs. avalanche: A better approach to onboarding

9:49 The role of psychology in customer and employee experience

12:45 Three key psychological needs that shape behavior

14:37 How to create real psychological safety at work

17:18 First Class Lounge: Travel, Broadway, and ice cream

21:40 Coaching as a tool for growth, not just correction

25:48 How one company used the right metrics to drive real impact

28:09 Where to connect with Ian

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Thank you to Aspect for your sponsorship of this episode.

Episode resources:

Ian LinkedIn: https://www.linkedin.com/in/ian-storm/

Aspect Software Website: https://www.aspect.com/

CX Passport Episode 1: https://www.cxpassport.com/1736603/episodes/8168226-the-one-with-the-ice-cream-santhakumaran-atmalingam-e1