Navigating the Customer Experience
Explore the psychology behind exceptional customer experiences!
Navigating the Customer Experience
Explore the psychology behind exceptional customer experiences!
About Navigating the Customer Experience
Explore the psychology behind exceptional customer experiences!
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.
Why Join Navigating the Customer Experience as a Guest
Customer Experience Decision-Maker Reach
You speak directly to practitioners and leaders obsessed with customer experience, customer service, and leadership who are ready to apply your frameworks.
Story-Driven CX Interview Format
You’re guided through case studies on service recovery, complaint management, and customer psychology so your best lessons land clearly and memorably.
Expert Guest Roster in CX and Leadership
You appear alongside entrepreneurs and CX experts featured in episodes on AI-driven CX, emotional equity, and human-centered service.
Global Podcast App Distribution
Your episode is distributed across major podcast platforms, giving your CX and leadership ideas durable, searchable reach.
Episode Angles & Guest Pitches
Turning Customer Psychology into Practical CX Playbooks
Show how you decode what customers really want and turn those insights into journeys, scripts, and policies that drive loyalty.
Service Recovery and Complaint Management that Win Back Trust
Walk through your frameworks for turning service failures into moments that deepen loyalty instead of churn.
Human-Centered CX in the Age of AI and Automation
Explain how you blend AI with human support so experiences feel faster without feeling cold or transactional.
Leading Customer-Centric Teams from the Inside Out
Share how your leadership approach builds cultures where every function feels responsible for customer experience.
How You'd Contribute to the Show
Audience Takeaways
Your episode helps listeners turn customer insight into action, blending technology, empathy, and leadership to design experiences that retain and delight customers.
Hot Topics
Why Trust Me
The Ideal Guest
You’re a strong fit if you lead or influence customer experience, service, or success; build CX technology; run training; or drive customer-centric culture as an entrepreneur or executive.
Recent Episodes
282: Beyond the Dashboard: How Curiosity Turns Customer Feedback into Action with Ryan Tamminga
Navigating the Customer Experience • Oct 20, 2026
281: Is Human Support Becoming a Luxury? with Ben Rosenberg
Navigating the Customer Experience • Oct 6, 2026
280: The Skills AI Can't Replace: Why Human Service Still Wins with Jeff Toister
Navigating the Customer Experience • Sep 8, 2026
279: Where AI Ends and Humans Begin: Building Customer Success on Clean Data with Rebecca Stone
Navigating the Customer Experience • Aug 25, 2026
278 : Clarity Beats Confidence: How Great Leaders Actually Change with Terez Rijkenberg
Navigating the Customer Experience • Aug 11, 2026
277 : Deflection Done Right: Building AI Support That Customers Actually Love with David Karandish
Navigating the Customer Experience • Jul 28, 2026
276 : Pricing AI: Why the First Price Is Always Wrong and What Smart SaaS Leaders Do About It with Dan Balcauski
Navigating the Customer Experience • Jul 14, 2026
275 : From Pissed to Empowered: How Consumer Feedback Drives Business Transformation
Navigating the Customer Experience • Jun 30, 2026
274 : Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs with Dr. Kerrian M. Peart, PHD.
Navigating the Customer Experience • Jun 9, 2026
273 : Lead Forward: AI, Leadership, and the Future of Work with Jack Jendo
Navigating the Customer Experience • Jun 2, 2026
Anniversary Episode : 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation
Navigating the Customer Experience • May 26, 2026
272 : Show Up Scared: Networking, Resilience, and Building Real Connections with Alexandra Labarr
Navigating the Customer Experience • May 19, 2026
271 : The Human Element Behind AI-Powered Copywriting with Jon Benson
Navigating the Customer Experience • May 12, 2026
270 : AI Search Optimization & Personal Branding in the Age of AI with Jimi Gibson
Navigating the Customer Experience • May 5, 2026
269: Faith Over Fear: Leading with Humanity in the Age of AI with Victoria Mensch
Navigating the Customer Experience • Mar 3, 2026
268: The Trust Index: Building an Ecosystem of Trust From the Inside Out with Gal Borenstein
Navigating the Customer Experience • Feb 17, 2026
267: The CX Imperative: 5 Critical Practices for Making Customer Centricity a Core Business Value with Mark Fithian and Jeff Rosenberg
Navigating the Customer Experience • Jan 27, 2026
266: Leading From the Inside Out: Voice, Peace, and the Power of People with Jeremie Kubicek
Navigating the Customer Experience • Jan 6, 2026
265: Why Feelings Drive Growth: Emotional Equity, Belonging & Brand Transformation with Jean-Pierre LaCroix
Navigating the Customer Experience • Dec 9, 2025
264: No One-Size-Fits-All CX: Ty Givens on Playbooks, People and Performance
Navigating the Customer Experience • Nov 18, 2025
263: Empowering Teams and Elevating CX with Jamie Homen
Navigating the Customer Experience • Nov 4, 2025
262: You Miss Every Shot You Don’t Take: Evan Siegel on Innovation, Leadership & AI-Driven CX
Navigating the Customer Experience • Oct 21, 2025
261: Why Your Brand Isn’t the Hero — Your Customer Is with Greg Logan
Navigating the Customer Experience • Oct 7, 2025
260: All Business Is Personal: Joseph Michelli on Human-Centered CX, AI, and the Future of Customer Experience
Navigating the Customer Experience • Sep 10, 2025
259: CX Beyond the Hype: Global Survey Insights, Outsourcing Strategies & Leadership Lessons with Peter Ryan
Navigating the Customer Experience • Aug 26, 2025
258: Leading CX with Insight, Influence, and Innovation with John McCahan
Navigating the Customer Experience • Aug 19, 2025
257: Dare to C.A.R.E: Unlocking Your Human Potential and Purpose-Driven Customer Experiences Carmen Vlasceanu
Navigating the Customer Experience • Aug 5, 2025
256: Built from Grit: Jay on Customer Experience, Reinvention, and Radical Integrity with Jay Sapovits
Navigating the Customer Experience • Jun 24, 2025
255: Reimagining the Voice of the Customer: How Hark is Humanizing Customer Communication with Fran Brzyski
Navigating the Customer Experience • May 20, 2025
254: The CX-AI Connection.....Redefining Customer Journeys with Smart Tech with Eric Karofsky
Navigating the Customer Experience • May 13, 2025
253: The Buy-In Advantage: How Great Leaders Inspire Teams, Drive Engagement, and Create Meaningful Workplaces with Dave Garrison
Navigating the Customer Experience • May 6, 2025
252: Collars & Co. and the Art of Obsession: Building Customer Loyalty from Scratch with Justin Baer
Navigating the Customer Experience • Apr 29, 2025
251: Revolutionizing Commerce Through Video: Insights from Eitan Koter on Social Commerce, Shoppable Videos, and Building Brand Loyalty with Eitan Koter
Navigating the Customer Experience • Jan 28, 2025
250: Putting Customers at the Heart of Your Goals: A Guide to Customer-Centric OKRs with Josh Seiden
Navigating the Customer Experience • Dec 3, 2024
249: Building Strategies That Stick: Insights on Customer Experience and Personalization with Laura Richard
Navigating the Customer Experience • Nov 5, 2024
248: Harnessing Data for Better Human Capital Decisions: Insights on HR Analytics with Keith Goode
Navigating the Customer Experience • Oct 23, 2024
247: Cozy Conversations - Yanique on Embracing Courage in Life, Service, and Personal Growth
Navigating the Customer Experience • Oct 15, 2024
246: Transforming Customer Experience with Data and Digital First Strategies with Andrew Carothers
Navigating the Customer Experience • Oct 8, 2024
245: Navigating Life's Journey: Balancing Mind, Body, and Spirit for Personal and Professional Success with Rusty Rueff
Navigating the Customer Experience • Oct 3, 2024
244: From Service to Software: Creating a Customer-Centric Knowledge Base with KnowledgeOwl with Marybeth Alexander
Navigating the Customer Experience • Sep 25, 2024
243: Building Strong Cultures and Empowering CEOs: Insights from Bob Carrothers
Navigating the Customer Experience • Sep 17, 2024
242: Mastering Geofencing for Small Business Growth with Ernesto Cullari and Barbara Wardell
Navigating the Customer Experience • Sep 11, 2024
241: Mastering Sales Through Customer-Centric Mindsets: Insights from Alan Versteeg
Navigating the Customer Experience • Sep 3, 2024
240: Elevating Customer Experience: Neil Leyland on AI, Machine Learning, and Transforming Contact Centers with Neil Leyland
Navigating the Customer Experience • Aug 27, 2024
239: Navigating Burnout, Building Resilience, and Fostering Relationships for Success with Dr. Eric Recker
Navigating the Customer Experience • Aug 20, 2024
238: Mastering Software Reliability with Daniel Ruby
Navigating the Customer Experience • Aug 13, 2024
237: Empathy and Innovation in Customer Success with Irina Vatafu
Navigating the Customer Experience • Aug 7, 2024
236: Elevating Client Relationships: The Power of Thoughtfulness, Kindness, Caring and Empathy with Richard Weylman
Navigating the Customer Experience • Jul 30, 2024
235: Unveiling the Trends from Broadridge's 6th Annual CX and Communications Consumer Insight Survey with Debbie Miglaw
Navigating the Customer Experience • Jul 24, 2024
234: Transforming Customer Experience: Joel Passen on AI, Innovation, and Leadership with Joel Passen
Navigating the Customer Experience • Jul 9, 2024
233: Practical Frameworks and Future Insights for Elevating Customer Experience with Alan Williams and Dave Stubberfield
Navigating the Customer Experience • Jun 25, 2024
232: Embracing Technology and Human Connection in Customer Experience with Vaishali Dialani
Navigating the Customer Experience • Jun 18, 2024
231: Data-Driven Sales Excellence: Insights from 'Data and Diagnosis-Driven Selling' with Robert Scarperi
Navigating the Customer Experience • May 21, 2024
230: Strategies for Customer Success and Retention with Rachel Stanley
Navigating the Customer Experience • May 14, 2024
229: Embracing Change and Mastering Entrepreneurship: Insights from Editor-in-Chief of Entrepreneur Magazine with Jason Feifer
Navigating the Customer Experience • Apr 23, 2024
228: Decoding the 5 C’s of Effective Communication: Insights from a Relational Intelligence Expert with Steve Cockram
Navigating the Customer Experience • Apr 16, 2024
227: Exploring the Spectrum of Leadership: From Visionary Insights to Introverted Strengths with Darby Vannier
Navigating the Customer Experience • Apr 9, 2024
226: Unlocking Success: Conversations with Barry Klein on Cultural Alignment, Recruitment, and Customer Service Delivery with Barry Klein
Navigating the Customer Experience • Mar 26, 2024
225: Passion, Persistence, and the Power of Storytelling with Cynthia Kay
Navigating the Customer Experience • Mar 19, 2024
224: Empowering Customer Connections: Insights and Innovations in Customer Experience with Serena Chan
Navigating the Customer Experience • Mar 12, 2024
223: Transforming Loyalty Programmes with Innovation and Trust with Len Covello
Navigating the Customer Experience • Mar 5, 2024
222: Embracing Fun for Business Success: The Fun First Strategy with Pete Kusiak
Navigating the Customer Experience • Feb 27, 2024
221: Balancing Heart and Smart: The Key to Customer Retention and Growth with Ali Cudby
Navigating the Customer Experience • Feb 20, 2024
220: AI and the Future of CX: Insights from The CallMiner CX Landscape Report with Eric Williamson
Navigating the Customer Experience • Feb 13, 2024
219: Insights into Buyer Behaviour: Trust, Decision Making, and the Power of Buyer Personas with Jim Kraus
Navigating the Customer Experience • Feb 6, 2024
218: Exploring the Future of Customer Engagement: Insights on AI, Employee Augmentation, and Industry Trends with David Singer
Navigating the Customer Experience • Jan 30, 2024
217: Mastering Communication: Techniques, Tools, and Insights with Matt - A Comprehensive Guide to Enhancing Speaking and Listening Skills with Matt Abrahams
Navigating the Customer Experience • Jan 16, 2024
216: Exploring Service Industry Challenges and Innovations: Insights from a Global Perspective with Michelle Pascoe
Navigating the Customer Experience • Jan 9, 2024
215: Maximizing Customer Success and Navigating the Future of Insurance: Insights from Joanna with Joanna Hagelberger
Navigating the Customer Experience • Jan 3, 2024
214: Enhancing Customer Experience and Listening Skills: Insights from UserTesting and AI Trends with Lija Hogan
Navigating the Customer Experience • Dec 19, 2023
213: Empowering Customer and Employee Experiences: Insights with Jason on Transforming Business Culture and Strategy with Jason S. Bradshaw
Navigating the Customer Experience • Dec 12, 2023
212: Strategies for Achieving Exceptional Customer Retention and Service in Healthcare Technology with Maggie Peña
Navigating the Customer Experience • Dec 5, 2023
211: Scaling Up Success: Insights and Strategies for Business Growth with Herb Cogliano
Navigating the Customer Experience • Nov 28, 2023
210: Integrating Hospitality Principles into Healthcare with Peter C. Yesawich Part II
Navigating the Customer Experience • Nov 21, 2023
209: Integrating Hospitality Principles into Healthcare with Peter C. Yesawich
Navigating the Customer Experience • Nov 15, 2023
208: Insights on Customer Centricity and Key Performance Indicators with Michelle MacCarthy
Navigating the Customer Experience • Nov 8, 2023
207: Unearthing the Universals in Leadership with Adam Bryant
Navigating the Customer Experience • Oct 31, 2023
206: Customer-Centric Evolution: Marrying Marketing with Seamless Service with CJ Stratte
Navigating the Customer Experience • Oct 11, 2023
205: Empathetic Marketing: The Power of Radical Vulnerability, Empathy, and Transparency with Kat Kennan
Navigating the Customer Experience • Oct 3, 2023
204: Harnessing Personal Energy: The Power Barometer in Work and Life with Josefine Campbell
Navigating the Customer Experience • Sep 26, 2023
203: From Food Runner to eCommerce Tycoon: The Anatoliy Journey of Perseverance, Purpose, and Scaling Success with Anatoliy Labinskiy
Navigating the Customer Experience • Sep 19, 2023
202: Unlocking Patient-Centric Care: The Transformative Power of Conversational AI in Healthcare with Leslie Pagel
Navigating the Customer Experience • Sep 12, 2023
201: Creating Authentic Customer Connections in a Digital World: The Power of Integrating Empathy and Technology with Tom Martin
Navigating the Customer Experience • Aug 29, 2023
200: Creating Employee Advocates: Nurturing Remarkable Retention in a Remote-Driven World with Joey Coleman
Navigating the Customer Experience • Aug 22, 2023
199: Optimizing E-commerce Customer Experiences: Consistency, Content, and Consumer Trends with Randy Mercer
Navigating the Customer Experience • Aug 15, 2023
198: Unlocking Customer Experience Excellence - The Intersection of AI and Human Touch with Peter Mullen
Navigating the Customer Experience • Aug 8, 2023
197: Unlocking the Power of AI: Revolutionizing Conversion Optimization and Personalization for Online Shopping! with Eric Melchor
Navigating the Customer Experience • Aug 2, 2023
196: Unleashing the Power of AI in Customer Support: Transforming the Future of Service Experience with Declan Ivory
Navigating the Customer Experience • Jul 25, 2023
195: Mastering Customer Experience and Building a High-Performing Marketing Team with Nathan Yueng
Navigating the Customer Experience • Jul 4, 2023
194: Personalization, Data and the Future of Customer Engagement in Banking and Financial Services with Rich Edwards
Navigating the Customer Experience • Jun 28, 2023
193: Storytelling Techniques Unleashed - Mastering the Art of an Emotional Connection with John Livesay
Navigating the Customer Experience • Jun 20, 2023
192: Harnessing Technology and Empathy: Creating Exceptional Experiences in the Insurance Industry with Saira Taneja
Navigating the Customer Experience • Jun 13, 2023
191: Personalization and Emotional Connection: How AI is Shaping Customer Loyalty and Satisfaction with Zack Wenthe
Navigating the Customer Experience • Jun 6, 2023
190: Building Purpose-Led Brands: Creating Seamless Customer Experiences and Communicating Values with Richie Jones
Navigating the Customer Experience • May 30, 2023
189: Unlocking Financial Freedom: Building Wealth and Overcoming Obstacles with Jim Oliver
Navigating the Customer Experience • May 23, 2023
188: Customer-Centric Innovation: Solving Problems by Thinking Outside the Box with Lisa Levy
Navigating the Customer Experience • May 16, 2023
187: Trust Signals: Key to Customer Experience Decisions with Scott Baradell
Navigating the Customer Experience • May 9, 2023
186: Transforming BPOs into Profitable Value Centers with Romaine Piper
Navigating the Customer Experience • May 2, 2023
185: The Importance of Proactive Communication and Response Time in Field Services with Brad Hawkins
Navigating the Customer Experience • Apr 25, 2023
184: The Power of FABS Leadership: Matching the Right Leader to the Right Time with Robert Jordan
Navigating the Customer Experience • Apr 18, 2023
183: The Future of Customer Communication with Matt Swain
Navigating the Customer Experience • Apr 11, 2023
182: The Power of Customer Loyalty: Why Existing Customers Are Our Top Priority with Tim Attinger
Navigating the Customer Experience • Mar 31, 2023
181: The Art of Off-Boarding: Strategies for a Fantastic Experience with Tony Sternberg
Navigating the Customer Experience • Mar 21, 2023
180: The Importance of Being Responsive with Yanique Grant
Navigating the Customer Experience • Mar 7, 2023
179: Building that Magical Employee and Customer Journey for Success with Sarah Diegnan
Navigating the Customer Experience • Dec 20, 2022
178: The Power of Video in Resolving Customer Matters with Rama Sreenivasan
Navigating the Customer Experience • Dec 13, 2022
177: Understanding the True Role of People and Culture to Build Successful Teams with Amanda Ono
Navigating the Customer Experience • Dec 6, 2022
176: Hyper-Focused Personalization for a Fantastic Customer Experience with Andrew Wolgemuth
Navigating the Customer Experience • Nov 29, 2022
175: CX Design for a Better Employee and Customer Experience with Justin Zalewski
Navigating the Customer Experience • Nov 22, 2022
174: Business and Leadership Re-Defined with Brad Sugars
Navigating the Customer Experience • Oct 25, 2022
173: Using Data and Surveys to Better Understand Human Behaviour Drivers with Sanja Licina
Navigating the Customer Experience • Sep 27, 2022
172: Developing Easy to Use Digital Solutions and Building Employee Engagement with Art Harrison
Navigating the Customer Experience • Aug 30, 2022
171: How To Tap Into Your Authentic Self – Rediscovering and Redefining YOU with Dr. Fred Moss
Navigating the Customer Experience • Aug 10, 2022
170: A True Guide to Navigating and Being Successful as a Real Estate Agent with Laura Stewart
Navigating the Customer Experience • Jul 26, 2022
169: Navigating and Developing a Winning Communications Strategy with Matt Swain
Navigating the Customer Experience • Jun 14, 2022
168: Understanding the Importance of the User Experience with Andrew Ou
Navigating the Customer Experience • May 31, 2022
167: Blockchain Adoption and It’s Impact on Customer Experience with Jason Ten-Pow
Navigating the Customer Experience • May 17, 2022
166: The Art of Listening and Gathering Product Feedback with Matt Young
Navigating the Customer Experience • May 10, 2022
165: Forming and Building Stronger Brand Relationships through Digital with Dr. Anna Harrison
Navigating the Customer Experience • May 3, 2022
164: Delivering Quality Service through Mobile Applications with Eric Vermillion
Navigating the Customer Experience • Apr 26, 2022
163: Ignite Your Brand with Humility, Curiosity and Passion with Ernie Harker
Navigating the Customer Experience • Apr 12, 2022
162: The Ins and Outs of Scaling Your Customer Journey Mapping with Jochem van der Veer
Navigating the Customer Experience • Apr 5, 2022
161: Navigating How AI Has Enhanced Customer Experience with Gadi Shamia
Navigating the Customer Experience • Mar 29, 2022
160: Key Growth Strategies an Organization Needs to Build Customer Success with Stuart Leo
Navigating the Customer Experience • Mar 22, 2022
159: Understanding How to Build a Strong Response Time and Increase Your CSAT Score with Jose Herrera
Navigating the Customer Experience • Mar 15, 2022
158: Customer Experience Trends 2022 with Yanique Grant
Navigating the Customer Experience • Mar 8, 2022
157: Understanding How Your Brain Works to Build A Stronger You and Better Relationships with Adele Spraggon
Navigating the Customer Experience • Mar 1, 2022
156: How to Achieve and Sustain Customer Success – Formula Explained with Aaron Thompson
Navigating the Customer Experience • Jan 4, 2022
155: How To Use the Amazon Model to Become Design Architects for Your Business with Shaahin Cheyene
Navigating the Customer Experience • Dec 29, 2021
154: Empowering Employees to Achieve Exponential Growth with Jeff Rosenblum
Navigating the Customer Experience • Dec 22, 2021
153: Building A Strong Human-Centered Emotional Connection with Employees and Customers with Ethan Beute
Navigating the Customer Experience • Dec 14, 2021
152: Loyalty Redefined! How to Enrich the Lives of Your Customers – The Unbeatable Strategy with Fred Reichheld
Navigating the Customer Experience • Nov 30, 2021
151: Stand Out from the Competition - Your Guide to Create and Deliver Remarkable Experiences with Dan Gingiss
Navigating the Customer Experience • Nov 23, 2021
150: Insights on Delivering An “Elite” Experience to Clients with Nathan Foy
Navigating the Customer Experience • Nov 16, 2021
149: Navigating How to Clearly Gain Momentum on Building the Life You Want with Becca Ribbing
Navigating the Customer Experience • Nov 2, 2021
148: Building a Strong Culture Focused on Memorable Experiences with Lucas Root
Navigating the Customer Experience • Oct 26, 2021
147: Building a Meaningful Customer Experience – Moments That Matter with Darin Dawson
Navigating the Customer Experience • Oct 19, 2021
146: How To Be Successful Working From Home with Michael Arnold
Navigating the Customer Experience • Oct 12, 2021
145: Understanding the Power of Delivering an Amazing Employee and Customer Experience with Jason S. Bradshaw
Navigating the Customer Experience • Oct 5, 2021
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