Design With Empathy, Lead With Data: Era Ziroe On Embedding CX Into Business Strategy The Path Uncut podcast

1:12:43

What does it take to evolve from a field technician to the CEO of a thriving company? In this episode, Greg sits down with John Snyder, CEO of NetFriends Inc., to explore how a values-driven approach and relentless curiosity helped him build an award-winning company culture over two decades. John shares his journey from a small-town upbringing to building a customer-focused, cybersecurity-savvy managed service provider. Along the way, he reflects on what it means to step into leadership, the power of frameworks over rigid processes, and how vulnerability and vision helped him fill a leadership vacuum. You’ll hear how NetFriends became a place where innovation thrives—not just because of smart strategy, but because of trust, optimism, and the belief that everyone on the team matters. The Path Uncut is hosted by Greg Ng, CEO of Blazer , and is a production of Earfluence .…

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Design with Empathy, Lead with Data: Era Ziroe on Embedding CX into Business Strategy 1:14:22

6 weeks ago1:14:22

1:14:22

What does it really take to make customer experience a growth driver, not just a buzzword? In this episode, Greg's joined by Customer & Employee Experience Executive Era Ziroe. With a career rooted in empathy-driven leadership and business acumen, Era shares how she’s reshaping CX from the inside out—building cross-functional alignment, breaking silos, and proving that the right experience can drive real business results. From launching design-led strategies in complex organizations to using data as a competitive advantage, Era explains why personalization, transparency, and internal trust are the new cornerstones of customer-centric transformation. You’ll hear stories of meaningful wins, hard-earned lessons, and what it takes to build loyalty across generations—one intentional decision at a time. The Path Uncut is hosted by Greg Ng, CEO of Blazer , and is a production of Earfluence .…

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The Future of CX: Turning Customer Insights into Business Growth with Trish Wethman 1:13:38

11 weeks ago1:13:38

1:13:38

Customer experience isn’t just about service—it’s about strategy. In this episode, Greg's talking with CX leader and strategist Trish Wethman to explore how businesses can elevate customer experience beyond simple interactions to drive real business growth. Trish shares how she created the game-changing Insights Business Partner role, which embeds customer intelligence directly into business strategy. They dive into the challenges of breaking down silos, navigating internal politics, and proving the ROI of customer experience efforts. Plus, Trish and Greg discuss the future of CX in the age of AI, the role of purposeful friction, and what organizations can learn from Disney’s approach to customer-centricity. The Path Uncut is hosted by Greg Ng, CEO of Blazer , and is a production of Earfluence .…

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Creating Cultures of Trust, Psychological Safety and Leadership with Bob Batchelor 1:17:34

15 weeks ago1:17:34

1:17:34

In this episode of The Path Uncut, Greg Ng sits down with Bob Batchelor, a cultural historian, biographer, and VP of Global Marketing and Communications at Workplace Options. They dive into the critical role of psychological safety in the workplace—what it truly means, why it’s so hard to achieve, and how leaders can foster environments where employees feel empowered to speak up without fear of retribution. Bob shares insights from his experience in corporate culture, employee engagement, and his latest research on psychological safety across the globe. They also explore the evolution of leadership, the generational shifts in workplace expectations, and the importance of continuous learning and self-awareness. Plus, a little rock history debate—do The Doors take the crown as the greatest American rock band? Check out Workplace Options' Psychological Safety Study Get Bob's book, Roadhouse Blues Learn more about Bob The Path Uncut is hosted by Greg Ng, CEO of Blazer , and is a production of Earfluence .…

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Donald Thompson: How to Navigate Silos to Get Things Done 1:15:25

19 weeks ago1:15:25