Nick Glimsdahl on The Heart of Service - A Book that lets you walk in the shoes of a CX leader in the trenches

Want to know why customers really stay loyal? It starts with psychology!Meet Mark Levy, Head of Consumer Product and Customer Experience at Frontier Internet.During today's conversation, Mark highlights how human behavior shapes customer interactions. Drawing from his new book, The Psychology of CX 101, he explains how 101 psychological principles can be applied to create meaningful, trust-driven experiences that drive business success. Mark illustrates concepts such as the anchoring effect, peak-end rule, and Von Restorff effect with real-world examples, while also addressing the growing role of AI in customer service. Moreover, he explores practical strategies for measuring the impact of CX and creating experiences that are effortless and empathetic.[01:54] Mark's Journey to Customer Experience [04:00] The Intersection of Psychology and Customer Experience[07:43] The Psychology of CX 101 [13:37] Practical Examples of Psychological Principles [25:34] Measuring Customer Experience[27:46] AI and Customer Experience[32:35] Final Thoughts [33:25] Resources ResourcesConnect with Mark:Website: psychologyofcx101.com/LinkedIn: linkedin.com/in/marklevy/

In this episode, we welcome Brian Solis, Head of Global Innovation at ServiceNow, a nine-time best-selling author, keynote speaker, and digital futurist. Starting the conversation, Brian shares the inspiration behind his latest book, "Mindshift", and emphasizes the importance of empathy and a truly customer-centric mindset. Through examples from Amazon, Disney, and IKEA, Brian illustrates how organizations can create meaningful and memorable experiences that drive both loyalty and growth.The conversation also explores the evolving role of AI, shifting from automation and cost savings to augmenting human interactions and delivering personalization. Finally, Brian calls on leaders to embrace innovation, cultivate empathy, and invest in customer experience as a catalyst for transformation and long-term success![00:31] Guest Introduction[02:00] The Concept behind "Mindshift" [04:07] Empathy and Customer-Centric Approach [13:30] The Role of AI in Customer Experience [26:34] Developing Leadership Skills for Customer Experience [31:25] The Future of AI in Customer and Employee Experience Resources:Connect with Brian:Website: briansolis.com/LinkedIn: linkedin.com/in/briansolisMentioned in the episode:Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future: amazon.com/Mindshift-Embracing-Unlimited-Possibilities-VisionaryBlueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown

In today’s episode, Jean-Pierre Lacroix, President of SLD (Shikatani Lacroix Design), talks about the “blink factor,” a concept first discovered in 1993 with Pizza Hut. He explains how 40% of brand recognition comes from color and shape, and why emotions drive 80% of buying decisions. Drawing from his book “Think Blink Manifesto”, Jean-Pierre shares examples of brands that succeed by building emotional connections and warns of the risks that arise when brands lose authenticity.The conversation also covers the seven key principles of emotional branding, the role of design and storytelling, and how AI can help personalize customer experiences. Jean-Pierre stresses the need to balance functional benefits with emotional connections, prepare for future disruptions, and focus on authenticity to create lasting customer loyalty.[01:44] Jean-Pierre's Career Journey [04:32] The Concept of the Blink Factor[07:53] Think Blink Manifesto and Its Purpose [09:27] Examples of Emotional Branding and Missed Opportunities [13:56] The Seven Tenets of Think Blink [21:11] AI and Emotional Connections at Scale [24:17] Blind Spots in the Experience Economy [27:09] Shifting from Function First to Emotion First  [30:28] Key Takeaways Connect with Jean-Pierre:LinkedIn: linkedin.com/in/jeanpierrelacroixWebsite: sld.com/Mentioned in the episode:Think Blink Manifesto: sld.com/books/think-blink-manifesto/

Today's episode features Nick Glimsdahl, a contact center strategist and podcast host, for a deep dive into the evolving role of AI in customer experience. Nick, recognized as one of ICMI's top 25 thought leaders of 2025 and author of "The Heart of Service", shares his unique perspective on blending empathy with technology. The conversation delves into real-world challenges in contact centers and explores practical AI applications, such as agent summarization and real-time voice translation. Nick advocates for a human-first approach, emphasizing the importance of solving real problems, gaining team buy-in, and bridging the "Go-Live Gap." Tune in and discover how to integrate AI without sacrificing the human touch![01:39] Nick's Journey and Perspectives on AI [03:53] Motivation Behind "The Heart of Service" [07:11] Choosing a Parable Format for the Book[09:33] Character Inspiration and Real-World Experiences [11:42] Human-Centric Approach to AI [15:23] Practical AI Applications in Contact Centers [19:31] Building Buy-In and Overcoming Skepticism [23:00] Addressing the Go-Live Gap Connect with Nick:LinkedIn: linkedin.com/in/nickglimsdahl/Website: press1fornick.com/

Noam Fine, CEO of Hear.ai, joins today's episode to explore how generative AI is revolutionizing customer experience (CX), particularly within contact centers. Noam explains the shift from using multiple specialized tools to a single autonomous AI platform that learns from customer interactions, enhances compliance, automates quality assurance, and delivers real-time insights.Highlighting a $2M cost-saving success story, he shares how AI reduces agent attrition and boosts performance. He also outlines a broader vision: AI analyzing unstructured data across all customer touchpoints, driving the evolution toward autonomous, adaptive contact centers that are transparent, efficient, and future-ready.[01:22] Noam's Journey [06:11] Challenges and Opportunities in CX with AI[10:35] Technical Infrastructure and Zero-Touch Platform [16:32] Success Stories and Impact on Agent Performance [22:10] Compliance and Regulatory Tracking[27:47] Expanding AI's Role Beyond Contact Centers [33:39] Vision for the Autonomous Contact Center [35:18] Future Directions and Exciting Developments Connect with Noam:LinkedIn: linkedin.com/in/noamfineWebsite: hear.ai/Email: [email protected]

Today's conversation explores the impact of storytelling, emotional intelligence, and employee empowerment on crafting exceptional customer experiences. Ken Hughes, a renowned keynote speaker and consumer behaviorist, shares his journey to becoming the "King of Customer Experience." He explains the concept of the "blue dot customer," highlighting the shift toward customer-centric business models. Through compelling stories from brands like Ritz-Carlton, Zappos, and Virgin Atlantic, Ken demonstrates how culture, leadership, and emotional connection foster lasting loyalty. He also offers valuable guidance for leaders seeking to embed customer intimacy within their organizations and build enduring brand advocacy.[01:00] Ken's Journey to Becoming the "King of Customer Experience"[03:41] The Importance of Action in Customer Experience Metrics[04:58] Customer Experience Stories[16:25] The Blue Dot Customer: A Metaphor for Customer-Centric Business Models [21:17] Embedding Customer Intimacy in Company Culture[32:33] The Power of Stories in Customer Experience Connect with Ken:LinkedIn: linkedin.com/in/kenhughesie/Website: kenhughes.info/

This episode features Martin Palamarz, co-founder and Chief Customer Officer at TheyDo. Martin shares his global career journey, working with iconic brands like IKEA, Volvo, Nike, and Adidas from Sweden to the UK. He explains how his passion for customer behavior and Agile practices led to co-founding TheyDo to help enterprises act on customer feedback at scale. Furthermore, Martin introduces the concept of journey management, which is aligning data, teams, and decisions to improve customer experience. He also explores how AI enhances this process and emphasizes linking CX improvements to real business outcomes and metrics.[01:44] Martin's Career Journey and Founding TheyDo [05:28] Challenges in Customer Journey Management[11:37] Introduction to Journey Management[18:04] Examples of Journey Management Success [23:32] Challenges in Becoming Customer-Centric [30:15] Future Initiatives and AI in Journey ManagementConnect with Martin:LinkedIn: linkedin.com/in/palamarzEmail: [email protected] Website: theydo.com/

In this episode, we meet Dr. Chitra Ranganathan, Head of Data Science and Analytics at Atlassian. She shares her inspiring journey from academia to top roles at Microsoft, Amazon, and now Atlassian. Dr. Chitra talks about designing better employee and customer experiences using data, including her work on Amazon's groundbreaking feedback system, Amazon Connections. She explains how AI and machine learning help turn data into action and offers thoughtful advice on staying customer-focused in the long run. [01:47] Dr. Chitra's Career Journey [07:37] Insights from Dr. Chitra's Career [10:55] Amazon's Employee Feedback Program: Amazon Connections [17:54] Impact on Employee Experience [21:40] Challenges and Innovations [34:29] Dr. Chitra's Role at Atlassian [36:00] The Role of AI in Capturing Sentiment [39:09] Final Thoughts Connect with Dr. Chitra RanganathanLinkedin: linkedin.com/in/chitra-ranganathan-ph-d-Website: atlassian.com/Follow Be Customer Led on LinkedInlinkedin.com/company/becustomerledConnect with Marbue Brown on LinkedInlinkedin.com/in/marbuebrown

Meet Brett Frazer, a seasoned customer experience leader with a career spanning Microsoft, Adobe, and Sunbasket and co-founder of Service Matters. Brett emphasizes the vital link between employee and customer experience, illustrated through real-world examples and his Five A's framework—Acknowledge, Align, Assist, Advise, and Ask. Throughout the conversation, Brett explains how these principles drive long-term customer loyalty and business profitability.[01:46] Brett's Career Journey and Background [08:12] The Interconnection of Customer and Employee Experience [13:53] The Five A's of Successful Customer Engagement [26:02] The Hidden Profit Center and Long-Term Value [32:56] Practical Applications and Real-World Examples Connect with Brett:LinkedIn: linkedin.com/in/brettfrazer/Mentioned in the episode:Your Hidden Profit Center: Mastering the 5 A's of Successful Customer Engagement: amazon.com/Your-Hidden-Profit-Center-Successful

In today's episode, Zach Riggar, Vice President of Digital Marketing for Major League Soccer (MLS), shares his extensive career journey, highlighting his work with big brands and his role in the evolution of digital marketing in sports. He discusses MLS's growth, fueled by innovative technology, high-profile players like Lionel Messi, and the upcoming 2026 World Cup. Zach emphasizes the emotional nature of sports marketing, strategies for fan engagement, and the importance of balancing brand and performance marketing. He also talks about how MLS clubs shape fan experiences, the significance of first-party data, and the league's approach to growing its fanbase. [00:58] Zach's Professional Journey.[02:53] MLS's Rise in Popularity[04:44] Differences in Customer Experience in Sports [06:53] Engaging and Retaining Fans[09:19] MLS's Approach to Growing Fan Base[11:11] Favorite Platforms for Engagement[13:19] Elevating the Fan Experience [16:49] Unique Club Personalities[21:40] Learning from Other Leagues[27:09] Balancing Brand and Performance Marketing Connect with Zach:Linkedin: linkedin.com/in/zachriggar/Website:jobs.mlssoccer.com/