In this episode we sit down with two of Canada’s leading entrepreneurs in the spa industry and take a close look a how each of them responded to the COVID-19 lockdowns, discovered new ways to innovate, and emerge from the worst of the pandemic lockdowns ultimately stronger than they were pre-lockdown. Today’s Guests: Celine Tadrissi, and Elena Zinc…

Few would argue that the luxury spa industry requires among the highest standards of guest experience in the world, in which every detail is (or should be) designed not just to please you, or relax you, but to transform you into your better self. Our guest today, Jean-Guy de Gabriac, is one of the world’s...…

What is one of the most intense customer experience situations around? Weddings! Our guest, Mike Saulpaugh, has a really interesting take on what it means to deliver a great customer experience.Michael Saulpaugh is Managing Partner at Elegant Music Group, based out of Montclair, NJ. In addition to his 18 years in the events and entertainment indust…

SHOW NOTES Traditional retail has been on a slow, but steady decline for probably the last decade. So much so that retailers were getting super creative to find a way to bring you into the store. In-store mini concerts, dining options like great coffee shops or pop-up kitchens, were becoming a trend in some of the higher-end stores. And then – you …

SHOW NOTES Let’s say you ran a business. I’m not going to tell you what kind of business. I’m going to let you guess.In this business, your customers spend a lot of time, and consideration choosing which of your products they’re going to buy from you. Often they select only the components, and leave you to assemble it in its final form. There’s oft…

SHOW NOTES Let’s say you ran a business. I’m not going to tell you what kind of business. I’m going to let you guess.In this business, your customers spend a lot of time, and consideration choosing which of your products they’re going to buy from you. Often they select only the components, and leave you to assemble it in its final form. There’s oft…

SHOW NOTES About Today's EpisodeWhat would it take for you to go to a brick and mortar, say clothing store. Would you browse through the clothes on the hangars? Would you try stuff on? Stuff that other people might have tried on? And what would THAT be like? In a small change room that someone else had just left? Being all breath-y and everything? …

SHOW NOTES Today we have two guests: Henry Iversen, Chief Commercial Officer and Co-Founder of Boost.ai (one of Norway's leading Natural Language Processing AI companies, and Ramtin Matin, Lead Technological Strategist at SpareBank 1 SR-Bank, one of Norway's oldest, and most respected, financial institutions. Specifically in today's episode we cove…

SHOW NOTES Today we have two guests: Henry Iversen, Chief Commercial Officer and Co-Founder of Boost.ai (one of Norway's leading Natural Language Processing AI companies, and Ramtin Matin, Lead Technological Strategist at SpareBank 1 SR-Bank, one of Norway's oldest, and most respected, financial institutions. Specifically in today's episode we cove…

SHOW NOTES Today's guest is Raymond Reddy, co-founder and CEO of the highly successful Ritual - which enables social ordering from restaurants in major cities across North America, The UK, and Australia. In this wide-ranging conversation, we talk about:a) How digital in traditionally non-digital industries, like food pick-up and delivery, can have …

SHOW NOTES Today's guest, Ash Anil, is Business Leader at Technical Safety BC.. Why is a government organization on a podcast talking about Customer Experience? Turns out focusing on Customer Experience is also good government. Specifically we learn:a) How focusing on Customer Experience can literally save lives.b) How Technical Safety B.C. dramati…

SHOW NOTES One of the big challenges in Customer Experience is managing all of the changing initiatives that are simply a way of life among competitive companies today. There is huge pressure at all levels of just about every organization to innovate. Do something new. The pressure to constantly innovate has become business as usual. With every dep…

SHOW NOTES What happens when a data whiz teams up with a policy and communications guru? Turns out it’s a very happy marriage – both literally and figuratively in a customer experience and business sense. My guest today, Gary Edwards, is ½ of Golfdale Consulting. Here’s why I wanted you to meet Golfdale, and Gary.In This Episode We Discuss:a) How y…

In this first ever Yay Monday! episode, my guest Amar Sidhu, SVP Service Delivery and Production at ADP Canada, walks us through what is essentially a how-to manual for improving employee engagement scores an incredible 17 percentage points over a two ...Pat Perdue