Medicine Is Advancing. Why Does Patient Care Feel Like It's Moving Backward? I've now had sinus surgery scheduled three times. I've been denied by insurance, caught between an insurer and a hospital, and prepped for surgery only to have it canceled minutes before the IV went in. I still haven't had the surgery. Let me back up. My local ENT scheduled the first attempt. Five days before surgery, I learned that insurance had denied it. A large, nationally known health

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Loyola's Dr. Gerard Athaide on why strategy must come before technology, starting with where customers struggle, and the 3A framework for digital innovation.

Charlie Green on why strong ideas still get blocked, the four parts of the Trust Equation, and why people need to feel heard before they support change.

Seth Godin on what change leaders get wrong, why chasing ROI can hurt credibility, how storytelling works, and leading change without authority.

Joe Pine, co-author of The Experience Economy, on why the next stage of value is helping people become who they aspire to be.

After more than 160 episodes, why The Delighted Customers Podcast is becoming The Trusted Guide Podcast, and what that shift means for listeners.

Dr. Stephen Trzeciak returns to show how compassion is measurable and powerful for both giver and receiver, in healthcare and in business.

BrandTrust's Michael Forsberg on uncovering the emotional truths behind customer decisions and building brand trust amid misinformation.

Recorded at Harvard Business School, Rob Markey on why financial statements miss the real revenue engine, customers, and how to value companies better.