Megan Burns, the researcher behind Outside In's six disciplines, on behavior over attitude, real leadership action, and the first question change leaders should ask.

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.

Leah Marone on why constant fixing and over-helping lead to burnout and resentment, and how support, don't solve changes workplaces and families.

Dr. Rachel Hitt of Tufts Medicine on delivering life-changing news with compassion, without sacrificing time or the clinician's own well-being.

Charlie Green and I discuss Jonathan Haidt's The Anxious Generation and what generational shifts mean for innovation, teams, and trust at work.

Ania Rodriguez on turning customer data into executive-ready stories, and the growing role of AI-driven storytelling in CX strategy.

CXPA CEO Greg Melia on how the CX profession is maturing, the expanding role of CX professionals, and how AI and business demands are changing the work.

Dr. Forrest Morgeson on research showing how political identity can fuel a kind of super loyalty to brands, and what it means for CX.

Crisis communication advisor Michael Meath on where strategy, communication, and integrity meet to protect and rebuild customer trust.

Dr. Graham Hill, former head of CRM at Toyota Financial Services, on Nemawashi consensus-building and the A3 for change that sticks.

Former BCG senior partner Joe Davis, author of The Generous Leader, on why listening, empathy, and vulnerability drive results.

Wharton's Dr. Peter Fader on Delta's AI-driven pricing, the risks of going too granular, and whether chasing every dollar alienates loyal customers.

Nick Glimsdahl, author of The Heart of Service, on keeping customer service human in an era of AI and automation, and why change feels uphill.