After more than 160 episodes of The Delighted Customers Podcast, this episode marks an intentional shift.Over the past decade, I’ve had the privilege of learning from leading thinkers, practitioners, and authors in customer experience, leadership, and trust. Again and again, a pattern emerged:Even when everyone agrees on what needs to change… nothing changes.In this episode, I explain why I’m evolving the show into The Trusted Guide Podcast—and what that shift means for you.This is not a departure from the work. It’s a deeper focus on what actually makes change possible when authority is limited, stakeholders are misaligned, and progress stalls.Going forward, this podcast will explore how leaders, practitioners, and individual contributors can:– Navigate complex organizations without formal authority – Build trust that enables real movement – Turn insight into action when alignment isn’t enough If you’ve ever asked, “Why isn’t this moving forward?”—this show is for you.Welcome to The Trusted Guide Podcast.