279: Where AI Ends and Humans Begin: Building Customer Success on Clean Data with Rebecca Stone
Send us Fan Mail Where should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line. Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to ...
25 Aug 14min
278 : Clarity Beats Confidence: How Great Leaders Actually Change with Terez Rijkenberg
Send us Fan Mail What if the fastest way to lead change was to stop trying to feel confident? Executive coach Terez Rijkenberg says clarity beats confidence every time, and she has the frameworks to p...
11 Aug 26min
277 : Deflection Done Right: Building AI Support That Customers Actually Love with David Karandish
Send us Fan Mail Can AI answer your customers without pushing them away? David Karandish has automated support for 20,000 companies, and he says deflection should make the experience better, not worse...
28 Juli 15min
276 : Pricing AI: Why the First Price Is Always Wrong and What Smart SaaS Leaders Do About It with Dan Balcauski
Send us Fan Mail Pricing AI is the hardest pricing problem in software right now, and most SaaS leaders are getting it wrong on the first try. In this episode of Navigating the Customer Experience, ho...
14 Juli 22min
275 : From Pissed to Empowered: How Consumer Feedback Drives Business Transformation
Send us Fan Mail What if the most valuable thing a customer could do for your business was complain? In this episode of Navigating the Customer Experience, Yanique Grant sits down with Michael Podolsk...
30 Juni 26min
274 : Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs with Dr. Kerrian M. Peart, PHD.
Send us Fan Mail NAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs What happens to your customers when the leader ...
9 Juni 28min
273 : Lead Forward: AI, Leadership, and the Future of Work with Jack Jendo
Send us Fan Mail What does it actually take to lead in an era where artificial intelligence is reshaping every industry, every role, and every assumption about how work gets done? On this episode of N...
2 Juni 15min
Anniversary Episode : 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation
Send us Fan Mail 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation This episode is unlike any other in the 272-episode history of Navigating the Customer Experience. To...
26 Maj 11min
