top of page
TGP Final.png

The Trusted Guide Podcast

Lasting change doesn't require authority. It requires trust.

Change stalls not because of bad strategy or weak effort — but because of invisible trust problems most leaders were never taught to see.  

 

This podcast shows you how to build it — even without the title, the budget, or the team

Find your entry point

The Momentum Problem

You have the data. The organization isn't moving.

#103 Using Data Visualization to Get Executive Buy-In

Katie Manty, MS, SVP, Omnichannel Marketing Omincom Health Group

Shows how data visualization turns complex insight into clear stories executives can quickly understand—and act on.

Listen
#100  Watermark’s CX ROI Study: Proving Its Value to Executives and Skeptics

Jon Picoult, Managing Principle, Watermark Consulting

Explains how financial proof alone isn’t enough — and why credibility and framing determine whether ROI actually moves decisions.

Listen
#116 ACSI Insights: Linking Satisfaction to Business Outcomes

Forrest Morgeson, PhD, Interim Chair Marketing Department, Michigan State University, Former Director of Research, ACSI

Twenty years of research on why customer satisfaction matters to the bottom line—and what leaders consistently get wrong when acting on the data.

Listen
#160 Rethinking Valuation: Why Customer Metrics Matter More

Rob Markey, Senior Lecturer Harvard Business School, Advisory Partner Bain & Company

Recorded live at Harvard — reframes how organizations measure success & why the right metrics are the ones that finally make leadership pay attention.

Listen

The Commitment Gap

They agree with you. They just won't back you.

#84 Leading Change by Leveraging Trust 

Charles H. Green, Co-Author, The Trusted Advisor

Reveals why technical expertise alone rarely moves leaders — and what kind of trust actually converts agreement into action.

Listen
#114 Mastering Change by Building Stakeholder Relationships

Stuart Gilchriest, Director, Sales Experience, Mercury Insurance

Makes the case that sustainable change begins with relationships built before you need them — not during the crisis.

Listen
#73 Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond

Bruce Temkin, Co-Founder CXPA, Former Head of Qualtrics XM Institute

One of the field's most respected voices on why trust — not authority — is what determines whether leaders are followed.

Listen
#29: You Got the CX Leader Job, Now What? 

Allison Landers, Chief Experience Officer, UBS, Banking and Leanding

What the first 90 days of a CX leadership role actually require and why building trust with stakeholders before you need anything from them determines everything that follows.

Listen

The Headwind

Something — or someone — is working against you.

#95 Transforming the Patient Experience through Effective Communication

Rachel Hitt, MD, MPH, CXPX Medical Director of Patient Experience ,Tufts Medicine Integrated Network, & Division Chief of Breast Imaging,Tufts Medical Center. 

A physician on the front lines shows why empathy and active listening aren't soft skills—they’re the difference between a patient feeling seen or like a number.

Listen
#45 The Intersection of Customer Experience and Change Management

Doug Floury, CCMP, former Board Director of The Association of Change Management Professionals

Connects the human side of change management to CX leadership — and why resistance is rarely about the idea and almost always about trust.

Listen
#59 Managing the Sludge Caused by Red Tape that Impacts Customer Experiences

Dr. Stephanie Thum, PhD, Founding Principal, Practical CX®

Names the invisible friction that exhausts change leaders — and offers a framework for navigating bureaucratic resistance without losing momentum.

Listen
#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership

Leah Marone, LCSW, Psychotherapist, Author of Serial Fixer, TEDx Speaker, Former Clinical Instructor at Yale

For the change leader who keeps absorbing everyone else's problems — why constant fixing backfires and what healthier leadership actually looks like.

Listen

Beyond Lip Service

The praise is real. The action never comes.

#54 The Virtues and Values of Trust in Business

Andrea Howe, Co-Author, The Trusted Advisor Field Guide, Founder, The Get Real Project

Goes beyond defining trust to examining what it actually requires from leaders — and why most organizations confuse talking about trust with building it.

Listen
#90 Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture

Horst Schulze, Co-Founder and Former President, Ritz Carlton Hotels

The definitive example of an organization that embedded its values into every decision — from the leader who built the standard everyone else still measures themselves against.

Listen
#121 Understanding Customer Value

Dr. Maxie Schmidt, Principal Analyst, Forrester Customer Experience Practice

One of the field's most respected voices on why trust — not authority — is what determines whether leaders are followed.

Listen
# 102 Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference

 Dr. Stephen Trzeciak, Chief of Medicine, Cooper University Health Care

Dr. T explains why compassion is a measurable business strategy, how leaders can apply it authentically, and why it reduces burnout across high‑stress industries.

Listen
bottom of page