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The Delighted Customers Podcast with Mark Slatin

Mark Slatin | The Agile Brand

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Welcome to the Delighted Customers Podcast, your go-to resource for practical insights and thought leadership in enhancing customer experiences. Recently ranked in the top 20 on Apple’s Management charts in the US, we bring you discussions with top experts aimed at empowering leaders to elevate customer experience.
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Are you a coach, parent or someone involved in the life of a young athlete? Are you looking for resources and information that can improve their overall development on and off the field while making a positive impact on their lives? If your answer is yes then the DYA Network is here to serve you. On the show we will provide real life examples and time tested advice that will help you motivate and inspire young athletes to reach their fullest potential in sports, life and develop the champion ...
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Zestful Aging

Nicole Christina

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How can we age with zest, courage and vibrance? How can we tackle the challenges of aging--including ageism-- with awareness and skill? Nicole Christina, a psychotherapist of more than 30 years, interviews culture changers from all over the world and of every persuasion–including Python hunters in the Everglades and Hospice workers at San Quentin Penitentiary. Her topics have a humanitarian theme and are typically off of the mainstream. An expert interviewer and author of "Not Just Chatting: ...
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Your Transformation Station

Gregory Favazza: Veteran, Host, Leadership Expert

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Unlock the secrets of workplace success with the Industrial and Organizational Psychology Podcast. Join leadership expert Greg Favazza as he reveals how psychological insights connect to real-world leadership. Discover the dynamics that drive performance, culture, and success—and learn how to lead with confidence.
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Learn and Unlearn

Gautam Srikrishna

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This podcast is part of my vision to see our children and youth prepared for life during their education, and not just to make a living. A holistic upbringing involves efforts from parents, teachers, the education system as well as the children. Each episode would be a step in this direction.
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We cover the science-based evidence behind social and emotional learning (for schools) and emotional intelligence training (in the workplace). Our podcast provides tools, resources and ideas for parents, teachers and employees to improve well-being, achievement and productivity using simple neuroscience as it relates to our cognitive (the skills our brain uses to think, read, remember, pay attention), social and interpersonal relationships (with ourselves and others) and emotional learning ( ...
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Have ever wanted to say things to your mother, or a loved one, but didn’t have the courage to do so? Well, you're not alone. Hey there, I'm Susan Gibson, and I'm thrilled to welcome you to my podcast, "Finding Forgiveness - A Family Fairy Tale." In this deeply personal podcast, I invite you to join me on an extraordinary journey of self-discovery and healing. Over the span of five decades, I walked the path of finding forgiveness with my mother, a journey that led me to profound insights abo ...
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Leadership may come with a list of privileges. However, many often discover that being on top is somewhat lonely and challenging. Without knowing how to perform with intentionality, your team may see you as distant and too hard to reach. This disconnect will adversely affect any team, causing it to underperform and under-deliver. Welcome to The Intentional Leader, the podcast dedicated to transforming good leaders into great ones. In this show, we focus less on the theoretical aspect of lead ...
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Mommy On the Move

Mommy On the Move - Tierra Haynes

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This podcast is my unfiltered perspective filled with very honest and very real pitfalls, peaks, and the beautiful mom moments in between, because that’s what motherhood is – finding the beauty in the chaos! I don’t have all the answers, Sway! But I do have the truth, and I can’t wait to share mine with you! After all, life doesn’t come with a manual, it comes with a M.O.M.
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Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen. Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carol…
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SPaMCAST 832 is a later summer-early fall rerun! In July 2019, SPaMCAST 550 premiered. The cast included an essay titled, Intertwining Conway’s Law And Agile and an episode of the QA Corner with Jeremy Berriault. Jeremy discussed the differences between test engineers and testers. These topics are favorites of mine, so…while I am hiking and camping…
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Are you one of those women who would rather talk about sex than money? Midlife women can put their heads in the sand about their financial future, and it’s to our detriment. I know for myself money brings up a lot of anxiety. Will I have enough to retire? What about long term health needs? Ruzanna Queenan helps women who live life to the fullest gr…
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Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management …
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In this episode of the Developing Young Athletes Network Podcast, Coach Edwards dives into actionable strategies for parents looking to improve their child's speed and acceleration at home. Discover how to use simple techniques like maximum effort sprints and resistance runs to tap into your young athlete's fast-twitch muscle fibers. Learn about pr…
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In today’s episode, we dive deep into coaching culture with Susan Britson, founder and CEO of the Academy of Coaching. With a neuroscience-informed approach, Susan has trained thousands of coaches worldwide. We’ll explore her fascinating journey from a small-town farm girl to a global leader in coaching. Plus, you'll hear practical insights on lead…
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SPaMCAST 831 features our essay, Cracking Groupthink - Solutions When Balancing Urgency and Importance. Issues occur when groupthink affects the balance between urgency and importance in decision-making. This leads to inefficiencies, risk aversion, and misaligned priorities. The key challenge is that groups tend to perceive urgency and importance d…
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Welcome back to Season 12 of the Neuroscience Meets Social and Emotional Learning podcast! In episode 345, we continue our 18-week self-leadership series based on Grant Bosnick's tailored approaches. This week, we dive into Chapter 15, exploring the neuroscience of relationships and authenticity. We revisit key insights on relationship-building fro…
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Jeremy and I will host a 4-session book club to discuss Mastering Work Intake (4 sections => 4 sessions!) beginning October 18th. We are looking forward to a great set of conversations! Join us by registering on Maven. Use the QR code below at or follow the link - Note: We are charging a nominal $1 fee, which Maven requires. Participation in the bo…
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One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives. It’s about storytelling with data…but how? With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University’s Custome…
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SPaMCAST 830 features a conversation with Jeremy Berriault. Jeremy has a new book, “Beyond The Framework: Cultivating Agile Growth.” The back cover states, “Organizations that fail to embrace agility (small a-agiity) risk fading into obscurity.” we discussed the basic assumptions of agile and why business agility differs from adopting any specific …
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Many of us are aware that hunger exists in our communities. Some of us may even donate our non-perishables to food banks. Guest Kate Artessa and I talk about the initiative that she directs that brings attention to hunger in our community. Empty Bowls is a grassroots, innovative and creative approach to addressing hunger. It’s a brilliant collabora…
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A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of getting off the respirator is not how much his nurses know, but rather how much they care? A 75-year-old woman is heroically saved by a major trauma center, only to be discharged and fatally struck by a …
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Leading with pizza is a slice of success, proving that a focus on quality, community, and compassion can lead to a thriving business and a fulfilling life. Sean Olson sits down with Jane Grote Abell, who shares how her dedication to family values and innovative leadership transformed Donatos Pizza into a cherished brand. Jane delves into the origin…
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Welcome back to Season 12 of the Neuroscience Meets Social and Emotional Learning podcast, where we connect the science-based evidence behind social and emotional learning and emotional intelligence training for improved well-being, achievement, productivity, and results using practical neuroscience. In Episode 344, we continue with our 18-week sel…
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In SPaMCAST 829 we will continue to expose the sometimes insidious impact of groupthink. Groupthink can lead a team to accept less challenging work, be misaligned with priorities, and poorly assess urgency and importance. The pressure to conform and maintain agreement can result in suboptimal decision-making, hampering effectiveness. We will also h…
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We’re throwing it back to one of our most popular episodes! In this fan-favorite, Coach Edwards dives into the often-overlooked importance of foot and ankle strength in young athletes. These foundational areas are critical for speed, agility, and injury prevention, with over 100 muscles, tendons, and ligaments supporting every athletic movement. Fr…
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Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to qu…
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The SPaMCast 828 spotlights Arash Parsania. We talk about his exciting new methodology, HYPERID. The method builds on and integrates pragmatic ideas from many disciplines to create something new. HYPERID is a flexible hybrid method that fits a wide range of different types of work. Arash Parsania is the creator of HYPERID, a hybrid methodology for …
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When our child has mental illness or a substance abuse problem, we often focus on the adult child and getting them help– if they are willing. But how do the adult child’s difficulties impact the mother and how long is she responsible for parenting her troubled child? If he or she is violent, does she call the police on her own child? Professor and …
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Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbr…
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Preteens are a whirlwind of emotions and rapid change; leading them requires a steady hand, a compassionate heart, and a strategic mind. In this episode, Sean Olson is joined by communication coach Marcus Higgs, who offers insightful guidance on parenting pre-teens. With a deep understanding of child development and communication, he empowers paren…
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In the SPaMCast 827, we will begin cracking groupthink in prioritization with a discussion of urgency vs. importance Evaluating the interplay between urgency and importance is a powerful work intake approach. Teams and project management offices regularly use an Eisenhower Matrix or variant to visualize the relationship between these two factors. T…
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Welcome back to Season 12 of the Neuroscience Meets Social and Emotional Learning podcast! In episode #343, host Andrea Samadi interviews Dr. Sui Wong, a renowned neurologist and neuro-ophthalmologist based in London, UK. With over 110 peer-reviewed publications and extensive research in mindfulness-based cognitive therapy, Dr. Wong shares her holi…
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Mastering Work Intake by and I hit the bookshelves earlier this year. We have also been running cohort-based workshops to help expose and solve this dirty little secret. Two of the questions we have gotten as we have promoted the workshops are: What is a cohort-based workshop? What value will I get if I join? Both are greater questions and we have …
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In the final episode of Finding Forgiveness - A Family Fairytale, Susan Gibson brings her journey full circle by writing a heartfelt letter to her mother, just as she did when the podcast began. This closing letter reflects on her and her mother's transformation as they worked to mend their relationship. Although their bond was never perfect—like m…
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In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging. This experience inspired Guy to develop a solution that could improve communication not only for …
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In this episode of the Developing Young Athletes Network, Coach David Edwards chats with Andy Dooley about his remarkable journey from college sports to becoming a Seattle Seahawks in-game host, social media influencer and his most recent book Lead With Faith Play with Purpose. Andy shares the role of faith, family, and consistent effort in achievi…
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Welcome back to Season 12 of the Neuroscience Meets Social and Emotional Learning podcast! In episode 342, we continue our 18-week self-leadership series inspired by Grant Bosnick's book, diving deep into Chapter 13, which focuses on the neuroscience of agility. Join Andrea Samadi as she explores how physical and mental agility play critical roles …
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The SPaMCAST 825 features our conversation with Richmond Alake. During our conversation, we discussed AI, Machine Learning, and most importantly why being a lifelong learner is important (really important). Need more? We also will discuss what comes next now that AI Chat has been done. Richmond’s bio: Richmond Alake is an AI/ML Practitioner with an…
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Would you give a kidney to your spouse? That’s the question that this week’s guest, Michael Small, answered. We originally connected around his podcast I Couldn’t Throw it Out. Michael has performed in the NYC storytelling show “Tale”, and his plays have been presented in the “New York International Theater Festival” and “The HOWL Festival”. On eac…
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Trust in CX: Lessons from the Executive Assistant to Ronald Reagan In the latest episode of the Delighted Customers podcast, Peggy Grande shares her fascinating journey from a regular middle-class family to becoming the executive assistant to President Ronald Reagan. From her unlikely selection to be the executive assistant for Ronald Reagan to her…
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