Best Mark Slatin The Agile Brand Podcasts (2025)

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#146 Balancing Agentic AI and Human Connection in the Contact Center 34:31

12h ago34:31

34:31

Is your organization fully realizing the value of your contact center, or is it being limited by a narrow focus on efficiency and cost control? In this episode of the Delighted Customers podcast, I sit down with renowned Canadian contact center consultant and trainer Mike Aoki to examine how contact centers serve as the real-time pulse of customer …

1
UX for startups: MVP tips and common design mistakes 37:51

3d ago37:51

37:51

Episode web page: https://bit.ly/4kYTrdD ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode, we sit down with UX veteran and startup advisor Oksana Kovalchuk to explore the common…

1
#145 Beyond the Hard Sell: The Evolution of Loyalty in the Fitness Industry 35:07

8d ago35:07

35:07

What if the secret to building a truly loyal gym membership—or any recurring customer base—starts the moment someone tries to leave? That question struck me while talking with Blair McHaney, a trailblazing fitness industry leader who’s spent more than 40 years reimagining how gyms can deliver customer (or, as Blair puts it, member) experience. Too …

1
Why trust drives great customer experience with Mark Slatin 26:21

10d ago26:21

26:21

Episode web page: https://bit.ly/4eZNwDS ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- What does it take to consistently deliver exceptional customer experiences? In this episode of Insights…

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#144 From Data to Dollars: How Customer Value Drives Business Growth 33:10

15d ago33:10

33:10

Is it time to finally admit that not all customers are created equal—and that treating them as if they are might be costing your business more than you realize? In this episode, I dig deep with Dan McCarthy, Associate Professor of Marketing at the University of Maryland and co-founder of Theta, to challenge one of the most hotly debated questions i…

1
Why shopper behavior is changing and what brands can do with Devora Rogers 19:44

17d ago19:44

19:44

Episode web page: https://bit.ly/3U80YeU ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, Devora Rogers, Chief Strategy Officer at Alter Agents and co-auth…

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#143 The Bravery Effect: Lessons from a Marine and Leadership Expert 33:05

22d ago33:05

33:05

What if the very thing holding you and your team back from success isn’t a lack of skills or resources—but fear itself? How could learning to face what’s uncomfortable actually unlock your best results, greater job satisfaction, and even more meaningful customer experiences? In this episode of the Delighted Customers podcast, I dive deep with Jill …

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How empathy in marketing can unlock your brand’s higher purpose 33:10

24d ago33:10

33:10

Episode web page: https://bit.ly/4lcY2tG ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- What does it take to make marketing truly meaningful? In this episode of Insights Unlocked, we sit down…

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#142 Leadership Blind Spots and How to Avoid Them 30:36

29d ago30:36

30:36

What if the key to sustainable business growth isn’t just about generating new leads, but about truly understanding and retaining your existing customers? Are you aware of the invisible forces sabotaging your efforts to create a loyal customer base—and, more importantly, what you can do to fix them? In my latest episode of the Delighted Customers p…

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Winning with zero-click marketing starts with customer empathy 49:22

1M ago49:22

49:22

Episode web page: https://bit.ly/4lhHPCW ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, Rand Fishkin, co-founder of SparkToro and marketing industry icon…

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#141 Designing for Trust: Building Confidence from First Click to Last Mile 30:25

1M ago30:25

30:25

What if you could close the gap between what you think your customers experience and what they actually feel—using raw, unfiltered feedback you can see and hear for yourself? In a constantly evolving digital landscape, the journey from a customer’s very first click to their final interaction is more complex—and crucial—than ever before. But many le…

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Designing products people trust with Robinhood’s Dheerja Kaur 29:56

1M ago29:56

29:56

Episode web page: https://bit.ly/4l51qH3 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we sit down with Dheerja Kaur, Vice President of Product Manageme…

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#140 Measuring the True Cost of Negative Customer Experiences 30:09

1M ago30:09

30:09

What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequ…

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Leading customer-centric transformation with empathy and AI with Tabitha Dunn 25:08

2M ago25:08

25:08

Episode web page: https://bit.ly/43Gxevp ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience…

1
#139 Client Onboarding and The Trust Equation - Part 2 of 2 33:24

2M ago33:24

33:24

What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers before it ever reaches the end user? That question has been top of mind for me, and it’s exactly why I was so excited to sit down with Lisa Schwartz, Chief Operating Officer of Mathematica, on the latest…

1
UX for AI: Designing intelligent experiences with Greg Nudelman 43:26

2M ago43:26

43:26

Episode web page: https://bit.ly/4kw3gQJ ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we dive into the rapidly evolving intersection of UX design and a…

1
#138 Client Onboarding and The Trust Equation-Part 1 of 2 31:24

2M ago31:24

31:24

Note: This is Part 1 of a 2-part series What does it take to create an onboarding experience so powerful that clients can’t imagine working with anyone else? For executives and customer experience leaders, the onboarding process is much more than an administrative formality—it's the first date, the pivotal moment when a client decides whether to pu…

1
Imagining the future: Why leaders need more than vision to succeed with Lisa Kay Solomon 46:27

2M ago46:27

46:27

Episode web page: https://bit.ly/4dDbMuyIn this thought-provoking episode of Insights Unlocked, Jason Giles sits down with Lisa Kay Solomon—designer in residence at Stanford’s d.school, bestselling author, and strategic foresight expert—to explore how leaders can better prepare for an uncertain and rapidly evolving future. Lisa shares insights from…

1
#137 From Oprah to Branson: 5 Celebrity Archetypes Every CX Leader Needs 33:21

2M ago33:21

33:21

What if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your customer experience approach? In this episode of the Delighted Customers podcast, guest Ania Rodriguez flips the script on how CX leaders can influence their C-suite and drive transformative change. By drawing o…

1
Using AI to streamline and elevate UX research with Google's Alita Kendrick 37:29

2M ago37:29

37:29

Episode web page: https://bit.ly/4370dIB ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we’re joined by Alita Kendrick, a UX researcher at Google leading…

1
#136 Beyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand Course 17:22

2M ago17:22

17:22

Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. …

1
Building a customer research panel with BECU 38:28

2M ago38:28

38:28

Episode web page: https://bit.ly/3S1wxq4 ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, we sit down with Jessica Schultz, senior manager of experience re…

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#135 Emotional Imprinting and the Future of Experience Management 30:44

3M ago30:44

30:44

Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expert…

1
Leverage the Jobs To Be Done framework to drive growth 40:05

3M ago40:05

40:05

Episode web page: https://bit.ly/4d2nCOx ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode, UserTesting’s Lija Hogan sits down with Jim Kalbach, Chief Evangelist at Mural and aut…

1
#134 "It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX 30:19

3M ago30:19

30:19

"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX Join us for an insightful conversation with Howard Behar, a pivotal figure in Starbucks' legendary growth. As the President of Starbucks North America and the founding President of Starbucks International for 21 years, Howard participated in the company's e…

1
The power of courageous marketing with Gong's Udi Ledergor 45:05

3M ago45:05

45:05

Episode web page: https://bit.ly/3YTrCuW ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, UserTesting CMO Johann Wrede chats with Udi Ledergor, former CMO …

1
#133 Future of Agentic AI: Transforming Customer Journeys 29:28

3M ago29:28

29:28

What if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations still get it wrong? On this episode of the Delighted Customers podcast, we unlock the real reasons why companies struggle to implement AI and automation tools effectively, even as consumer expectations …

1
Designing AI products: Insights from Figma's 2025 report 32:43

3M ago32:43

32:43

Episode web page: https://bit.ly/4400s9a ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this episode of Insights Unlocked, Jason Giles, VP of Design at UserTesting, chats with Andrew Hogan…

1
#132 David vs. Goliath: Competing with the Big Banks on Customer Experience 30:04

3M ago30:04

30:04

What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences? This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emoti…

1
Leading AI transformation with Greg Shove of Section 30:06

3M ago30:06

30:06

Episode web page: https://bit.ly/4jHDYyu ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- PROMO CODE for this episode with Section's Greg Shove: USERTESTING30 The code is good for Section cours…

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#131 Humanity at Scale: Bruce Temkin’s Vision for the Future of Leadership 38:34

4M ago38:34

38:34

Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of C…

1
How customer journey mapping and storytelling unlock innovation at G2 34:17

4M ago34:17

34:17

Episode web page: https://bit.ly/4l9JDil ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better? Send me a voice message via email at [email protected] ----------------------- In this Insights Unlocked episode, UserTesting’s Jason Giles sits down with Dane Howard, Vice President…

1
#130 The Power of Referrals: A Classic Episode Revisited 26:56

4M ago26:56

26:56

Fred Reichheld is an expert on customer loyalty and a legend in the world of customer experience management. He and his "co-pilot" Rob Markey, created Net Promoter System, arguably one of the most used loyalty metrics in the world. He shared so many gems in our conversation that I decided to produce this edited version as a sort of "greatest hits" …

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Mark Slatin The Agile Brand Podcasts

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