Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
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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 unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that…
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 prove it. Terez Rijkenberg, executive coach to C-suite leaders and director at Tuitive AI, joins Yanique Grant to share the two frameworks behind her work: the RAFT formula (results, actions, feelings,…
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. David Karandish , founder and CEO of Capacity, joins Yanique Grant to unpack how to bring AI into customer support the right way. After selling Answers Corp for $960 million, David built Capacity…
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, host Yanique Grant sits down with Dan Balcauski, founder of Product Tranquility, to unpack why the first AI price a company sets is always wrong, how to set usage caps when you have no historical data,…
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 Podolsky , co-founder and CEO of PissedConsumer.com and Wisebrand.com, to explore the power of negative feedback and why organizations that take it seriously are the ones that build lasting customer loyalty.…
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 serving them is running on empty? In this episode, Yanique Grant sits down with Dr. Kerriann M. Peart , organizational psychologist, executive coach, and founder of Island Rooted Co., for a…
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 Navigating the Customer Experience, Yanique Grant sits down with Jack Jendo , founder of BrainDigits, AI strategist, and author of Lead Forward, to explore what the future workplace really looks like…
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 celebrate 10 years of podcasting, host Yanique Grant invited her daughter Summer to turn the tables, Summer takes the microphone and interviews her mom about the journey, the hard lessons, and what…
Send us Fan Mail What does it take to walk into a room full of strangers and walk out with real connections? In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Alexandra Silva Labarr , internationally recognized speaker, author, and founder of Xandra Marketing and PR. Known as the Networking Queen, Alexandra brings over 25 years of experience in marketing,…
Send us Fan Mail "What happens when the inventor of the Video Sales Letter meets AI? Jon Benson joins us for a conversation that will change how you think about creativity, copy, and your business." In Episode 271 of Navigating the Customer Experience, host Yanique Grant sits down with Jon Benson, the pioneering copywriter and entrepreneur who invented the Video Sales Letter (VSL) the format that…
Send us Fan Mail In this episode, Yanique Grant sits down with Jimi Gibson , VP of Brand Communication at Thrive Internet Marketing Agency, to explore how AI is fundamentally changing business visibility online. Jimi shares insights from 20+ years in digital marketing and 70+ podcast appearances, discussing the critical shift from traditional SEO to AI Search Optimization (Answer Engine…
