Best Rob Markey Podcasts (2025)

1
Ep. 250 | Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse 24:59

2d ago24:59

24:59

Episode 250: Comcast solved the age-old problem of how to make employee suggestions a powerful, reliable source of value-driving improvements at scale. Sean McEntire, Comcast’s Vice President of Customer Strategy and Operations, explains how the Outer Loop channels every employee elevation—no matter how small—through a disciplined screen, assigns a…

1
Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away 43:04

6d ago43:04

43:04

Episode 249: When “revenge travel” brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and revenue. Scott Taber, senior vice president of global hospitality, describes the Four Seasons philosophy: No points, no perks. Just great properties, individual recognition, personal service, and an emphasis on makin…

1
Ep. 248: Utibe Bassey | Restoring Power, Recharging Customer Experience 33:20

1M ago33:20

33:20

Episode 248: At Dominion Energy, keeping the lights on isn’t just a priority—it’s the single biggest driver of customer experience. But as customer expectations continue to evolve, the bar keeps rising. Customers don’t just want to know when their power will be back, they want to know why it is out. And they expect that experience to be as seamless…

1
Ep. 247: Mari Cross | These B2B Customers Don’t Buy Features. They Buy Outcomes. 40:32

2M ago40:32

40:32

Episode 247: What if customers achieve real results—but don’t know it? Most vendors sell functionality. Mari Cross wants customers to see impact—in their own numbers, in real time. Mari Cross, Chief Customer Officer at Infor, is dismantling a common illusion: that delivering software features equals delivering value. Infor sells enterprise resource…

1
Ep. 246: Deon Nicholas | A Glimpse of the AI Future—It’s Here Today 41:59

2M ago41:59

41:59

Episode 246: The AI future of customer service is already here—and it’s better than most people think. In this episode, Deon Nicholas, President and Executive Chairman of Forethought, joins host Rob Markey to show us how some companies are already using AI to resolve customer issues end-to-end in ways we could barely imagine just a couple of years …

1
Ep. 245: Eduardo Roma | When Effortless Digital Isn’t Enough: Competing on Customer Relationships 31:37

3M ago31:37

31:37

Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator? Eduardo Roma, Global Head of Customer Experience Transformation at Bain, believes companies that spent years optimizing transactions and digitizing every interaction are now unprepared for what matters most: becoming…

1
009 - how “the worst candidate ever” won her dream job 22:49

3M ago22:49

22:49

“it was either this job or no job.” today i’m sharing a crazy audition win story with you. in 2019, a cellist named maria reached out to me about her audition struggles. on paper, she was the “worst audition candidate ever” (her words). she had 2 small children, a full time teaching job, and hadn’t taken an audition in 4 years. she was also unable …

1
Ep. 244: Eric Almquist | The Value Experience: Why Adding Elements of Value Adds Company Value 13:12

4M ago13:12

13:12

Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making calculated trade-offs. In this special tribute show, we revisit our 2016 conversation with Eric Almquist, a former partner at Bain & Company, on the Elements of Value. This framework transforms how businesses un…

1
Ep. 243: Cutler Andrews | When an 8% Donor Base Funds a University: Unlocking Hidden Alumni Engagement Opportunities 35:17

5M ago35:17

35:17

Episode 243: At Emory University, 99% of donations come from just 8% of donors. It’s a small alumni minority funding almost the majority of the university. This raises a big question: How do you cultivate loyalty among everyone else? In this episode, Emory’s Chief Experience Officer, Cutler Andrews, describes how they’re dismantling silos—by mergin…

1
Ep. 242: Kunal Madhok | The Black Box Fallacy: Why Wells Fargo Doesn't Trust an AI It Can't Explain 37:00

6M ago37:00

37:00

Episode 242: Wells Fargo has established a clear position on artificial intelligence: If you can't explain how an AI model works, you shouldn't deploy it. This stance challenges the common assumption that black box algorithms are acceptable costs of advanced AI capabilities. In this episode, Kunal Madhok, Head of Data, Analytics, and AI for Wells F…

1
Ep. 241: Abhii Parakh & Mike Estep | Flawless Over Flashy: Prudential's Unconventional Path to Customer Experience Leadership 38:49

7M ago38:49

38:49

Episode 241: When is mastering the basics a differentiator? In an industry where complexity is the norm, Prudential Group Insurance has made a counterintuitive strategic choice. While many companies chase innovation through digital transformation and enhanced features, Prudential has discovered that operational excellence—the "absence of noise"—can…

1
Ep. 240: Caroline Lombardi | The Evolution of the Chief Customer Officer: From Scorekeeper to CEO Successor 24:35

9M ago24:35

24:35

Episode 240: How has the Chief Customer Officer (CCO) role evolved over time? Traditionally focused on tracking metrics, CCOs now play a proactive and forward-facing role in driving business innovation. In this episode, Caroline Lombardi, Global Head of the Hospitality & Leisure Practice at Egon Zehnder, explores the CCO role’s dramatic evolution. …

1
Ep. 239: Dan McCarthy | Food for Thought: How External Data Analysis Can Unlock Competitive Insights 29:17

9M ago29:17

29:17

Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another? Discover how analysis of externally sourced customer behavior data can fuel dramatic improvements in revenue forecasts and strategic decisions. See how competitor data analysis can help identify strengths and …

1
008 - 4 ways to get better audition comments 19:54

10M ago19:54

19:54

getting audition comments is incredibly frustrating. you’ll get an email from the personnel manager and it’ll say something like: Hi ___, A judge from your audition committee gave you this feedback: “some good things. voted no” I hope that is helpful for you. ok dude, great. now WHAT am i supposed to do with that?! audition comments are hard to get…

1
007 - how i recorded the delécluse album 31:26

10M ago31:26

31:26

how would you actually prepare yourself to record an entire classical music album in one session? it’s been 10 years, but i still have the detailed, day-by-day practice schedule i used to prepare for the recording of my debut album, delécluse: douze études for snare drum. it was a funny time. it had been two years since winning my met opera auditio…

1
Ep. 238: Brian Higgins | Building AI Trust: Verizon’s Bold Bet on Deliberate Progress 42:29

10M ago42:29

42:29

Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn’t rushing to put AI in front of customers. Instead, they’re deliberately building trust, refining data quality, …

1
006 - how to design an audition-winning lifestyle 28:46

11M ago28:46

28:46

my first day at interlochen summer camp, i was placed dead last in the lowest orchestra. BOOM. a gut punch, right at the beginning of camp. the great percussionists of the world had gone through interlochen. chris lamb. scott stevens. greg zuber. based on my orchestra placement, it was clear to me that i was NOT one of them. i was just an inexperie…

1
Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi 49:29

11M ago49:29

49:29

How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…

1
Ep. 236: David Tudehope & Joseph Michelli | “Zig When They Zag”: Macquarie's Customer-Centric Revolution 37:17

1y ago37:17

37:17

Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…

1
Ep. 235: Jon Freier | From Near Death to NPS Disrupter: T-Mobile’s Journey to Customer Leadership 35:34

1y ago35:34

35:34

Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…

1
Ep. 234: Naiara De León & Madison Dyal Anderson | All Customers Just Want to Belong: What Defines an Inclusive Retail Experience? 32:17

1y ago32:17

32:17

Why do some retailers excel at creating a welcoming environment for a diverse customer base while others fall short? Bain & Company's Naiara De León and Madison Dyal Anderson discuss their research on how companies that excel in customer advocacy and inclusion consistently outperform their peers by a staggering 10 percentage points annually. Beyond…

1
Ep. 233: Eckhart Boehme | Uncovering Hidden Customer Needs: The Power of Jobs to Be Done 33:48

1y ago33:48

33:48

What if the key to creating truly innovative products and solutions lies at least as much in uncovering the deep emotional and attitudinal needs of your customers as in mastering technology? Eckhart Boehme, founder and managing director of Unipro Solutions, shares his approach to putting Clayton Christensen’s Jobs to Be Done framework into practica…

1
Ep. 232: Matt Harris | When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality 29:37

1y ago29:37

29:37

Matt Harris, Partner at Bain Capital Ventures, argues that generative AI will soon empower customers in unexpected ways. Consumers, he predicts, will soon use AI tools to continuously discover lower loan rates, higher-yield savings accounts, or more attractive insurance policies. As a result, Matt anticipates a shift in customer-company power dynam…

1
Ep. 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum 35:40

1+ y ago35:40

35:40

Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth. Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as…

1
Ep. 230: Tim Pernetti | A New Playbook: Reinventing the IMG Academy Experience 38:11

1+ y ago38:11

38:11

Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms? IMG Academy, a Florida boarding school, turns out some of the most successful college and professional athletes around. Its president, Tim Pernetti, led a massive cultural shift toward customer loyalty. Tim says IMG Academy used t…

1
Ep. 229: Stan Swinton | Redefining Customer Centricity: What is the NPSx Framework? 24:23

1+ y ago24:23

24:23

How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks? Stan Swinton, Founder and General Manager of NPSx, Bain & Company, discusses how a comprehensive approach to customer experience extends beyond gathering feedback or managing customer journeys. Stan details Bain’s NPSx framework—com…

1
Ep. 228: Tony Ezell | Sustaining Success: How Customer Loyalty Drives Organizational Stability 28:03

1+ y ago28:03

28:03

How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic? In this episode, Tony Ezell, executive vice president of North America and chief marketing officer for Becton, Dickinson and Company (BD), explores how integrating customer feedback into your business strategy can maintain—a…

Podcasts Worth a Listen

Rob Markey Podcasts

Podcasts Worth a Listen

1
Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert

1
the auditionhacker podcast

rob knopper

1
Ep. 250 | Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse 24:59

1
Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away 43:04

1
Ep. 248: Utibe Bassey | Restoring Power, Recharging Customer Experience 33:20

1
Ep. 247: Mari Cross | These B2B Customers Don’t Buy Features. They Buy Outcomes. 40:32

1
Ep. 246: Deon Nicholas | A Glimpse of the AI Future—It’s Here Today 41:59

1
Ep. 245: Eduardo Roma | When Effortless Digital Isn’t Enough: Competing on Customer Relationships 31:37

1
009 - how “the worst candidate ever” won her dream job 22:49

1
Ep. 244: Eric Almquist | The Value Experience: Why Adding Elements of Value Adds Company Value 13:12

1
Ep. 243: Cutler Andrews | When an 8% Donor Base Funds a University: Unlocking Hidden Alumni Engagement Opportunities 35:17

1
Ep. 242: Kunal Madhok | The Black Box Fallacy: Why Wells Fargo Doesn't Trust an AI It Can't Explain 37:00

1
Ep. 241: Abhii Parakh & Mike Estep | Flawless Over Flashy: Prudential's Unconventional Path to Customer Experience Leadership 38:49

1
Ep. 240: Caroline Lombardi | The Evolution of the Chief Customer Officer: From Scorekeeper to CEO Successor 24:35

1
Ep. 239: Dan McCarthy | Food for Thought: How External Data Analysis Can Unlock Competitive Insights 29:17

1
008 - 4 ways to get better audition comments 19:54

1
007 - how i recorded the delécluse album 31:26

1
Ep. 238: Brian Higgins | Building AI Trust: Verizon’s Bold Bet on Deliberate Progress 42:29

1
006 - how to design an audition-winning lifestyle 28:46

1
Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi 49:29

1
Ep. 236: David Tudehope & Joseph Michelli | “Zig When They Zag”: Macquarie's Customer-Centric Revolution 37:17

1
Ep. 235: Jon Freier | From Near Death to NPS Disrupter: T-Mobile’s Journey to Customer Leadership 35:34

1
Ep. 234: Naiara De León & Madison Dyal Anderson | All Customers Just Want to Belong: What Defines an Inclusive Retail Experience? 32:17

1
Ep. 233: Eckhart Boehme | Uncovering Hidden Customer Needs: The Power of Jobs to Be Done 33:48

1
Ep. 232: Matt Harris | When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality 29:37

1
Ep. 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum 35:40

1
Ep. 230: Tim Pernetti | A New Playbook: Reinventing the IMG Academy Experience 38:11

1
Ep. 229: Stan Swinton | Redefining Customer Centricity: What is the NPSx Framework? 24:23

1
Ep. 228: Tony Ezell | Sustaining Success: How Customer Loyalty Drives Organizational Stability 28:03

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