Trust Builders Podcast: for CX, EX and Marketing Professionals ♥ Adoreboard

Customer Experience Leader of the Year and Qualtrics' Head of Experience Community - Leaders Network, James Scutt joined Chris Johnston for this Adoreboard webinar, which was so impactful, we've re-packaged it as a special episode of Trust Builders! 💕

Prior to Qualtrics, James was former Head of Customer Experience at the UK Post Office, he's now a global, award-winning  CX strategist, and he joined us to explore how AI is revolutionising customer trust and loyalty.

If you're looking to unlock the true potential of AI for customer and employee engagement, this is a conversation you don't want to miss.

👉 Highlights include:

• Why trust is more than just NPS scores
• How to humanise AI-driven customer (& employee!) interactions
• Building emotional loyalty in a digital world
• Lessons from the public and private sectors

Discover practical insights into how AI can enhance—not replace—human capabilities, with a focus on transparency, ethical usage, and personalization.  

Overall; Trust is earned, not automated— but AI can help you earn it faster and smarter. 😉

Qualtrics Community & Leaders Network:

• https://community.qualtrics.com/
• https://community.qualtrics.com/p/lea...
  
  

Subscribe for more insights on building trust in the age of AI. 🎧 Listen on your favourite podcast platform or visit: https://adoreboard.com/podcasts

#TrustBuilders #CustomerExperience #AI #CX #CustomerLoyalty #EmotionalIntelligence #HumanExperience #Qualtrics

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

Bobby Brown, Chief Customer Officer at Nextlane, discusses the key strategies behind retention and delivering a world-class customer experience. With over 25 years of leadership experience at companies such as Twilio and Google, Bobby shares his proven frameworks, built around people, process, and systems. 

The conversation delves into customer segmentation, measuring customer health, and striking a balance between data and a human touch. 

Bobby discusses how linking CX initiatives to ROI and business outcomes can elevate the role of customer teams and reduce churn. 

He also emphasizes the importance of employee success, onboarding, and continuous learning as the foundation for excellent customer outcomes. 

Whether you're in B2B or B2C, this episode delivers actionable strategies for building trust, delivering value fast, and creating meaningful, scalable customer relationships.

KEY TAKEAWAYS

• Successful customer experience strategies are built on aligning teams, optimizing processes, and leveraging the right systems.
• Utilizing customer health scores and data-driven insights is crucial for predicting churn, identifying risks, and achieving tangible impact.
• Technology and AI can scale efforts, but human relationships remain critical to effective customer engagement.
• Happy, well-trained employees are vital to customer success; onboarding and ongoing development must be prioritized.
• Iterative improvement, quick wins, and celebrating milestones help maintain momentum and build long-term value for both customers and teams.

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

This episode explores Aspen One's unique brand promise, rooted in a passion for the outdoors, personalized service, and employee empowerment. 

Katy Boughton, Senior Customer Insights Manager at Aspen One, discusses how Aspen identifies and resolves customer pain points—such as rental delays and parking issues—through data-driven improvements. She highlights the role of on-mountain ambassadors, employee recognition programs, and sustainable practices, including employee housing and environmental initiatives. 

The discussion emphasizes the importance of omnichannel experiences, seamless data integration, and adaptive strategies across seasons. Katy also shares best practices for building impactful customer experience (CX) programs, including thoughtful survey design and continuous feedback loops. 

EPISODE HIGHLIGHTS

[01:45] Introduction to Katy and Aspen One's Brand Promise 

[06:06] Aspen's Unique Approach 

[13:29] Ambassadors and Personalized Service 

[18:10] Recognition and Employee Engagement 

[26:23] Seasonality and Adapting to Challenges 

[30:01] Sustainability and Employee Involvement 

[36:27] Key Principles for CX Programs 

[44:27] Final Reflections and Advice

KEY TAKEAWAYS

1. Use customer surveys to identify pain areas like rentals or parking, then implement simple fixes.
2. Train and encourage employees to personalize service and go above and beyond.
3. Use guest feedback to spotlight and reward excellent employee service.
4. Integrate digital and in-person touchpoints for a seamless guest journey.
5. Align operations with eco-friendly practices—like solar power and local giving—to match brand values.

FAVORITE QUOTES

1. "Sometimes, with CX programs, people create a survey, and they think, 'Okay, it's set, it's done,' but I think surveys must be an ongoing evolution."
2. "Don't be afraid to ask your guests questions. I would encourage people not to be afraid to ask the questions."
3. "Environmental sustainability is woven through every single part of our business and what we do."
4. "We treat everyone the same, and when I say the same, we treat them all with a very high level of service."
5. "It can be your first time here, and you could have saved up years for this vacation, or you flew in on your private jet; it doesn't matter who you are—we want you to have the best vacation and time while you're here."

RESOURCES

Connect with Katy:

LinkedIn: linkedin.com/in/katyboughton/ 

#CustomerExperience #CXStrategy #HospitalityExcellence #EmployeeEmpowerment #SustainableHospitality #OmnichannelCX #CustomerInsights #GuestExperience #DataDrivenCX #EmployeeExperience #AI #CustomerJourney #SustainabilityInBusiness #TrustBuilding #CustomerFeedback

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

Join us for an insightful conversation with Jessica Hartley, Managing Director and Head of Design and Customer Experience at JPMorgan Chase's Consumer and Community Banking division. 

With over 20 years of experience in digital transformation and innovation, Jessica leads teams focused on user experience, interaction design, and content strategy 💕.

Jessica is a passionate advocate for inclusive design and innovation, currently leading Design and Customer Experience for Finance, Technology and Data & Analytics Portfolio at JPMC.

As a passionate advocate for workplace diversity, Jessica also serves as:

• Co-Chair of the Global Bi+ Council
• Executive Sponsor for DCE Inclusion Pillar
• Member of Black Executive Forum
• Atlanta Tech Center Leadership Team member

Her remarkable ability to blend inclusive leadership with technological innovation has established her as an influential voice in corporate transformation.

Experience firsthand how Jessica's pioneering approach to combining data analytics with human insight is reshaping the future of customer experience and employee engagement. Learn how your organization can harness the power of inclusive design to build stronger connections, drive innovation, and create lasting impact across all stakeholder groups

Don't miss this opportunity to learn from a leader who's revolutionizing customer experience through inclusive design and innovation!

Trust Builders: The Podcast for CX, EX and Marketing Professionals
With Chris Johnston and Alex Genov 🚀

#TrustBuildersPodcast #CustomerExperience #Leadership #EmployeeExperience #Diversity #Culture #CX #UX #FinTech #HumanCenteredDesign

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

Today's episode explores employee experience with Kathakali Majumdar, Senior Manager of Employee Listening at LSEG. Kathakali shares her unexpected journey into HR, emphasizing the human aspect in organizations.

Kathakali discusses the importance of a clear purpose, user-friendly data collection, leadership buy-in, and action-taking in employee listening programs. Kathakali also highlights how LSEG aligns employee listening with organizational values.

The discussion covers COVID-19's impact on employee feedback, the role of AI in shaping work, and the need for cross-functional collaboration. Kathakali emphasizes that prioritizing employee well-being enhances organizational success. The session concludes with a focus on leadership, transparency, and internal communication in fostering a thriving workplace culture.

EPISODE HIGHLIGHTS
[02:23] Introduction
[05:40] Kathakali's Journey into Employee Experience 
[12:50] Key Takeaways on Employee Listening Programs 
[16:03] Impact of COVID-19 on Employee Listening Programs 
[19:57] Leadership and Values in Employee Listening Programs
[32:13] The Role of AI in Employee Experience 
[38:22] Conclusion and Final Thoughts

KEY TAKEAWAYS
* Ensure leadership buy-in and actionable feedback mechanisms to build trust.
* Listening alone isn't enough; acting on employee insights fosters engagement and loyalty.
* AI can enhance decision-making, but the human connection remains key to a thriving workplace.
* Employee listening programs must be agile to address workforce needs effectively.
* Involving HR, leadership, and tech teams ensures a comprehensive approach to employee experience.

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

In this episode, the discussion centers on the power of emotional connections in retail and aviation, featuring guest Mazhar Butt, an industry leader with extensive experience in international aviation and luxury retail. 

With a background at London Heathrow (LHR), Dubai International (DXB), and Dallas/Fort Worth International (DFW) airports, Mazhar has successfully transformed customer experiences, earning accolades like the Airport Future Travel Experience Award. Now serving as the Group Director of Guest Experience Development at Value Retail, he focuses on creating immersive, village-like luxury shopping destinations at prestigious destinations all over the world.

Mazhar emphasizes that emotions drive 70-90% of purchasing decisions, making measuring and understanding emotional responses throughout the guest journey crucial. Traditional satisfaction metrics fall short, and the conversation explores how AI tools and data analytics can offer more objective insights. Businesses can make informed decisions about marketing, merchandising, and customer service strategies by linking emotional engagement to financial metrics.

The episode also delves into the challenges of gaining organizational buy-in for emotion-driven strategies, highlighting the importance of interdisciplinary collaboration. Mazhar underscores the need for a scientific approach to emotional measurement, showing how businesses can enhance customer experience and drive performance through meaningful, data-backed connections.

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

Joining us today is Amanda Foo-Ryland, keynote and TEDx speaker, corporate culture speaker, leadership & development speaker, executive coach, author, and mother. With over 30 years of experience with human development and coaching, she knows how to connect deeply with people. Her purpose is to inspire others to live passionately. 

Her keynotes emphasise mental resilience and well-being in the face of adversity. Originally from the UK, she currently resides in Portugal and travels the world, teaching courses in Australia, New Zealand, and the UK.

Key insights we uncovered:

1. Shifting mindset - Changing your victim mentality to one where you view situations as opportunities to grow can change how you see life. 
2. Embracing changes - Embracing changes can be challenging but can lead to beautiful unexpected outcomes. 
3. Delete button - Use techniques like the "Delete button" to reject thoughts, stories, or narratives that don’t align with your values or well-being.
4. Building awareness - Be conscious of what you are allowing to enter your mind and recognize when an idea or belief isn’t helpful. 

Overcompensating confidence - Overcompensating with an inflated sense of self may create short-term success, but it often leads to negative consequences in the long run.

Limiting beliefs are deep-rooted thoughts or assumptions that hold us from reaching our full potential. When we act on limiting beliefs, whether by undervaluing our skills or overcompensating for external validation, we unintentionally limit our own and those of others. To overcome these misconceptions, we must shift our mindset, cultivate authentic confidence, and embrace the power of self-awareness to reach our full potential and collaborate effectively.

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

In this episode of the Trust Builders podcast, Caroline Winwood, a seasoned professional with extensive experience working for leading global brands such as Dyson and Pepsi, shares her expertise on customer experience and transformational leadership.

She recounts her career journey, beginning with her early days at Walkers Crisps, where she learned the power of personalization by building relationships with local businesses. Caroline explains how understanding customer needs, asking the right questions, and aligning on business goals are crucial to creating meaningful customer experiences.

During the episode, Caroline emphasises the importance of internal alignment, transformational leadership, and fostering emotional connections to drive loyalty and engagement. She advocates for a balanced approach to customer experience—combining product-centric and customer-centric strategies—and highlights the role of operational teams in designing seamless customer journeys.

Yes— another CX leader giving a big shout out to the importance of employee engagement and a holistic approach to ‘human experience’.💕

Using powerful metaphors and real-life examples, Caroline provides actionable insights on orchestrating a cohesive and impactful customer experience that delivers emotional and business value.

Caroline discusses data-driven transformation, distinguishing it from continuous improvement, highlighting strategic planning, innovation, governance, and employee engagement as essential for impactful organisational change and building trust.

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Trust Builders - the podcast for CX & EX Professionals
IDEAS | ACTIONS | OUTCOMES

Hosted by;
Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)

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#cx #customerexperience #nps #voiceofthecustomer #employeeexperience #brandcommunications #customerengagement #customerinsights #TransformationalLeadership #CustomerJourney

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

Bill Tierney is VP of Customer Experience & Analytics at Southwest Airlines and oversees the “end-to-end” physical and digital CX at Southwest. He’s been with the company for nearly 13 years in marketing roles and his work has contributed heavily to Southwest being ranked as one of the most customer-centric airlines in the world, gaining the highest customer satisfaction ratings for economy US airlines in multiple studies. ✈️

Aside from his professional achievements, Bill is a happy father of five children and a Boston native with an education in political philosophy.

Starting the conversation, Bill explains the two elements of trust: competence and compassion.

He explains how trust begins internally, with a mindset and policies that prioritize people’s needs, and this mentality naturally extends to customer relationships, creating a foundation for success. Then we talk about the importance of celebrating the power of human connection, where moments of connection reflect the deeper impact your business can have on people's lives and create a sense of pride and purpose for your team.

Next, we discuss the importance of hospitality, where communication and empathy can create unpleasant circumstances not only bearable for customers, but completely turn them around into something special that builds loyalty. He also explains how AI and other digital solutions don’t often work in these kinds of situations.

In terms of building loyalty and retention through the customer journey, the role of transparency and flexibility in maintaining trust, the importance of listening to customer feedback and addressing their pain points, balancing personalization and maintaining human touch in a world full of technology. and ofcourse, the importance of establishing a great employee experience.

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Trust Builders - the podcast for CX & EX Professionals
IDEAS | ACTIONS | OUTCOMES

Hosted by;
Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)

—
#cx #customerexperience #nps #voiceofthecustomer #employeeexperience #brandcommunications #customerengagement #customerinsights

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

In this episode, we explore the often-overlooked subject of "end experiences" concept of "Endineering" in the customer experience journey with Joe McLeod.

Joe is a pioneer in consumer experience endings, Founder and Head of Endineering at andEnd, a TEDx speaker, and author of Ends & Endineering. He also mentors top brands in impactful offboarding.

During today's conversation, Joe emphasizes the value of designing thoughtful end-of-life experiences rather than on legislation or guilt-based approaches. 

Whether you're a leader in customer experience or a business professional, this episode is packed with actionable insights to help you rethink the role of endings in the customer journey.

Tune in now and learn how to create impactful end experiences that create a desire for the 'leaver' (and their family & friends) to return and do business with you!

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Trust Builders Podcast 🚀
For CX, EX and Marketing Professionals

With your hosts, Chris Johnston (Founder and CEO of Emotion-AI and predictive insights plaftorm, Adoreboard) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)