On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue growth and the strategies she employs to enhance customer success. She emphasizes the need for understanding client ecosystems, managing a global team, and fostering cross-functional relationships. Monica also ... Show More
Nov 5
The Model That Creates Lifelong Customers (and Revenue)
<p>How do brands create customers who stay for years or even decades?</p><p> </p><p>In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love.</ ... Show More
55m 27s
Oct 22
From Google to GPT: How Search Actually Works in 2025
<p>Discoverability isn’t “just SEO” anymore. It’s the entire customer journey. </p><p> </p><p>VML’s Chief Discoverability Officer, Heather Physioc, joins host Lacey Peace to unpack how AI search, LLM overviews, social media channels, and agentic assistants are rewriting how cust ... Show More
52m 55s
May 2021
CDP is key to customer journey orchestration, with Thomas Wieberneit
Gemma Milne talks with Thomas Wieberneit, co-founder, CEO, and Principal of aheadCRM, about customer journey orchestration, understanding the dynamics of customer consent to provide data during that journey, the importance of consolidating data sources, the two biggest challenges ... Show More
30m 5s
Oct 2024
How to Transform Customer Experience into a Strategic Advantage w/ David Ewing
<p class="bn-inline-content">On this episode of the Strategy and Leadership podcast, Anthony Taylor engages with David Ewing, CEO of Motiv and President of EO Austin, in a compelling discussion on the importance of customer experience as a strategic initiative. David shares insig ... Show More
20m 49s
Nov 2021
The changing world of cloud CRM, with Chris Cognetta
Gemma Milne talks with Chris Cognetta, CongruentX’s Chief Technology Innovation Officer, about how cloud environments can help companies align their technology and operations to improve customer experiences and the importance of focusing on business outcomes, especially how these ... Show More
35m 33s
Mar 2024
How Customer Retention Drives Revenue Growth feat. Barry Klein
On this episode of the Sales Gravy Podcast, Jeb Blount, the author of People Love You: The Real Secret to Delivering a Legendary Customer Experience, sits down with Talroo's Vice President of Success and Enablement Barry Klein to discuss why a focus on customer retention is cruci ... Show More
40m 39s
Nov 2024
#201: The One Thing You Might Be Overlooking That Fuels Customer Loyalty
<p>Delivering exceptional customer service can feel taxing, especially when you're juggling multiple roles in your business. It's easy to think that "good enough" is sufficient, but the truth is, it's the small, thoughtful actions that leave the biggest impact on your customers. ... Show More
29m 26s
Mar 2025
Integrating AI Efficiency + Human Connection to Better Your Business
AI isn't about replacement – it's about enhancement. Austin and Jannese travel to Tampa, Florida to meet Alexa Kritis Mancuso, founder of Alexa Kritis Events, who reveals how she masterfully blends artificial intelligence with the personal connection essential to event planning. ... Show More
31m 8s
Sep 2024
Driving Behaviors for Business Success
<p>Susan Moore and, guest co-host, Fabricio Laguna (The Brazilian BA) introduce the concept of driving behaviors for business success, using the upcoming World Management Agility Forum conference as a backdrop. They are joined by Hugo Lourenco, founder of World Management Agility ... Show More
1 h