From Delighted Customers to Trusted Guide
After more than 160 episodes, this one marks an intentional shift.
Over the past decade, I've learned from leading thinkers in customer experience, leadership, and trust. Again and again, a pattern emerged: even when everyone agrees on what needs to change, nothing changes.
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Originally aired June 10, 2026 as Episode 163 of The Trusted Guide Podcast.
What we cover
Why the show is becoming The Trusted Guide Podcast
Navigating complex organizations without formal authority
Building trust that enables real movement
Turning insight into action when alignment isn't enough
A deeper focus
This isn't a departure from the work. It's a deeper focus on what makes change possible when authority is limited, stakeholders are misaligned, and progress stalls. If you've ever asked why something isn't moving forward, this show is for you.
Related episodes
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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