Watch the full episode: https://youtu.be/crYS5uSGum8

In this spotlight from episode 365 of Stories from the River, Cory Edens continues his conversation with Zoom's Abe Barghouti and Krista Hentz. The discussion centers on defining what success looks like for both Broad River and its partnership with Zoom. The conversation highlights that success can be measured in several ways, from the simplicity of renewal decisions to a growing curiosity about Zoom's expanding technology solutions.

Strong partnership and open communication are emphasized as the foundation for ongoing innovation that meets both current and future needs. Rather than fixing what isn't broken, the focus shifts to eliminating friction and providing deeper insights, positioning these efforts as initial steps toward even greater operational efficiency.

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Success is amplified when organizations come together around a common mission and a commitment to excellence.

In this episode of Stories from the River, Corey Edens, Vice President, Information Technology at Broad River, leads a roundtable discussion with Abe Barghouti, Senior Account Director at Zoom; Krista Hentz, Senior Sales Leader at Zoom; and Robert Ferguson, Associate Director, IT Infrastructure & User Services, exploring Broad River Retail's growing partnership with Zoom. The conversation highlights the alignment between the two organizations, including a shared commitment to people, process, and purpose, as well as the role technology plays in supporting future growth.

The discussion also explores Zoom's rapid pace of innovation, particularly in artificial intelligence, and how collaboration, accountability, and strong relationships help create better experiences for both customers and employees. Throughout the episode, the panel reflects on the importance of empathy, trust, and human connection as foundational elements of successful partnerships and meaningful transformation.

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Watch on YouTube: https://youtu.be/P4RxOI4ryCQ

In this spotlight of episode 364, Anita and Drew discuss the critical importance of preventing major transitions from becoming solely technical IT projects. Anita emphasizes the need to ensure that such shifts remain inclusive and not just relegated to IT departments, highlighting an example involving the leadership group to illustrate the point. Drew builds on this, describing the value of a strong partnership with IT, especially as Memory Makers on the contact center side are eager to be involved, learn, and participate actively in the process. By fostering a collaborative environment, Memory Makers gain a better understanding and confidence in the new platform, reaffirming that their concerns and input about current system challenges are being heard and addressed.

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Watch on YouTube: https://youtu.be/I3uYs1NB_t8

In this spotlight of episode 364, the conversation focused on a recent CX leadership meeting where the importance of the "three Ps"—People, Process, and Purpose—was discussed in the context of an ongoing technological transformation. One concept discussed was how these foundational elements help maintain focus and clarity during large-scale changes, ensuring that Memory Makers and customers continue to experience positive outcomes. The discussion explored the addition of a "fourth P," Partnership, emphasizing its critical role in supporting sustained engagement, problem-solving, and successfully delivering new technology aimed at creating happy memories.

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Watch on YouTube: https://youtu.be/2zzEE8PxY64

Partnership, innovation, and a people-first approach are essential to creating meaningful change and lasting success.

In this episode of Stories from the River, Wes Dudley, Senior Vice President of Customer Experience at Broad River Retail, sits down with Abe Barghouti, Senior Account Director at Zoom; Krista Hentz, Senior Sales Leader at Zoom; Drew Gorringe, Head of CX Consulting at C-Lect Consulting; and Anita Harris, Director of Customer Experience Operations & Specialty at Broad River Retail. Together, they discuss the implementation of the Zoom Contact Center platform and the strategic thinking behind the transition. The conversation explores the importance of building strong partnerships, finding technology solutions that align with company values, and creating systems that better support both Memory Makers and guests.

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Watch the full episode: https://youtu.be/6IAf19oA4b8

In this spotlight of episode 363, Charlie Malouf and Bradley Sullivan focused on the significance of collaboration as a core value at Broad River. One concept discussed was the importance of fostering the growth of internal Memory Makers, highlighting specific individuals who have advanced from entry-level positions to leadership roles. Examples included Memory Makers who have since become sales managers and general managers, demonstrating the value of promoting from within and supporting professional development. The discussion explored how these collaborative efforts enable internal talent to flourish, moving beyond simply hiring externally.

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Watch the full episode: https://youtu.be/qhEhZsJ6fJA

In this spotlight of episode 363, Charlie Malouf and Bradley Sullivan explore the habits and performance metrics that helped make one of Broad River Retail's top-performing teams. The conversation highlights the importance of average ticket and items per ticket, along with the mindset that every guest interaction presents an opportunity to create more value. Charlie reflects on the philosophy of "they will buy more," encouraging Memory Makers to continue serving and recommending solutions even after a guest has committed to a purchase. This mindset, rooted in genuinely helping guests meet both needs and wants, not only boosts sales but also ensures guests leave with greater value and satisfaction.

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Watch on YouTube: https://youtu.be/qhEhZsJ6fJA

Winning cultures are built through consistency, trust, and a commitment to helping people grow.

In this episode of Stories from the River, Charlie Malouf welcomes Bradley Sullivan, General Manager of Cary Crushers. They reflect on a landmark year, celebrating the accomplishments that led to recognition as the 2025 GM of the Year and a season filled with team and individual achievements. The conversation explores the habits, mindset, and identity that helped build a high-performing culture, from creating memorable guest experiences to developing unique roles that allowed every Memory Maker to contribute to the team's success.

Books mentioned

Gradually, Then Suddenly by Mark Batterson: https://www.amazon.com/Gradually-Then-Suddenly-Bigger-Lasting/dp/B0F25SW4C8/

Win the Day by Mark Batterson: https://www.amazon.com/Win-Day-Habits-Stress-Accomplish/dp/0593192788/

Do It for a Day by Mark Batterson: https://www.amazon.com/Do-Day-Make-Break-Habit/dp/0593192842/

A Million Little Miracles by Mark Batterson: https://www.amazon.com/Do-Day-Make-Break-Habit/dp/0593192842/

The Circle Maker by Mark Batterson: https://www.amazon.com/Circle-Maker-Praying-Circles-Greatest/dp/0310346916/

Grit: The Power of Passion and Perseverance by Angela Duckworth: https://www.amazon.com/Grit-Passion-Perseverance-Angela-Duckworth/dp/1501111116/

The Art of Business Wars: Battle-Tested Lessons for Leaders and Entrepreneurs from History's Greatest Rivalries by David Brown: https://www.amazon.com/Art-Business-Wars-Battle-Tested-Entrepreneurs/dp/0063019523/

Watch the full episode: https://youtu.be/EhPWOPsJILI

In this spotlight of episode 362, Charlie Malouf and John Russo discuss the launch of the 41,000-square-foot Ashley that opened in Easley, SC. The conversation highlights the fast-paced effort required to prepare the new location, along with the challenge of building a team that included many new Memory Makers. John reflects on the passion, resilience, and positive attitude that helped the team overcome early obstacles, demonstrating how strong culture and teamwork laid the foundation for a successful launch.

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Watch the full episode: https://youtu.be/EhPWOPsJILI

In this spotlight of episode 362, Charlie Malouf and John Russo focus on the transformation of a showroom styled to the Ashley 7.0 standard. John spoke about the appreciation for the openness, brightness, and inviting atmosphere of the new showroom, which created a positive environment for all who entered. The discussion explored specific elements of the renovation, especially the new sleep shop area.

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail