Navigating the Customer Experience
Yanique Grant, Customer Experience Strategist, Entrepreneur
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Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. The podcast covers technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery, and more.
Epizódok
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277 - Deflection Done Right: Building AI Support That Customers Actually Love with David Karandish 28.07.2026 15pSend us Fan Mail Can AI answer your customers without pushing them away? David Karandish has automated support for 20,000 companies, and he says deflection should make the experience better, not worse. David Karandish, founder and CEO of Capacity, joins Yanique Grant to unpack how to bring AI into customer support the right way. After selling Answers Corp for $960 million, David built Capacity into an omni-channel support automation platform serving roughly 20,000 customers. In this episode h... -
276 : Pricing AI: Why the First Price Is Always Wrong and What Smart SaaS Leaders Do About It with Dan Balcauski 14.07.2026 22pSend us Fan Mail Pricing AI is the hardest pricing problem in software right now, and most SaaS leaders are getting it wrong on the first try. In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Dan Balcauski, founder of Product Tranquility, to unpack why the first AI price a company sets is always wrong, how to set usage caps when you have no historical data, and what smart B2B SaaS leaders do differently to turn pricing from a liability into a strategic ... -
275 : From Pissed to Empowered: How Consumer Feedback Drives Business Transformation 30.06.2026 26pSend us Fan Mail What if the most valuable thing a customer could do for your business was complain? In this episode of Navigating the Customer Experience, Yanique Grant sits down with Michael Podolsky, co-founder and CEO of PissedConsumer.com and Wisebrand.com, to explore the power of negative feedback and why organizations that take it seriously are the ones that build lasting customer loyalty. Michael built PissedConsumer.com after a deeply frustrating personal experience as a customer lef... -
274 : Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs with Dr. Kerrian M. Peart, PHD. 09.06.2026 28pSend us Fan Mail NAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs What happens to your customers when the leader serving them is running on empty? In this episode, Yanique Grant sits down with Dr. Kerriann M. Peart, organizational psychologist, executive coach, and founder of Island Rooted Co., for a conversation that connects leadership well-being directly to customer experience outcomes. Dr. Peart brings ... -
273 : Lead Forward: AI, Leadership, and the Future of Work with Jack Jendo 02.06.2026 15pSend us Fan Mail What does it actually take to lead in an era where artificial intelligence is reshaping every industry, every role, and every assumption about how work gets done? On this episode of Navigating the Customer Experience, Yanique Grant sits down with Jack Jendo, founder of BrainDigits, AI strategist, and author of Lead Forward, to explore what the future workplace really looks like and why leadership is the most important skill you can develop right now. Jack brings a perspective... -
Anniversary Episode : 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation 26.05.2026 11pSend us Fan Mail 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation This episode is unlike any other in the 272-episode history of Navigating the Customer Experience. To celebrate 10 years of podcasting, host Yanique Grant invited her daughter Summer to turn the tables, Summer takes the microphone and interviews her mom about the journey, the hard lessons, and what the next decade holds. It's personal, honest, and deeply human. What You'll Hear in This Episode Y... -
272 : Show Up Scared: Networking, Resilience, and Building Real Connections with Alexandra Labarr 19.05.2026 29pSend us Fan Mail What does it take to walk into a room full of strangers and walk out with real connections? In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Alexandra Silva Labarr, internationally recognized speaker, author, and founder of Xandra Marketing and PR. Known as the Networking Queen, Alexandra brings over 25 years of experience in marketing, business development, and sales to a conversation that is practical, personal, and deeply inspiring. ... -
271 : The Human Element Behind AI-Powered Copywriting with Jon Benson 12.05.2026 26pSend us Fan Mail "What happens when the inventor of the Video Sales Letter meets AI? Jon Benson joins us for a conversation that will change how you think about creativity, copy, and your business." In Episode 271 of Navigating the Customer Experience, host Yanique Grant sits down with Jon Benson, the pioneering copywriter and entrepreneur who invented the Video Sales Letter (VSL) the format that became the backbone of modern digital marketing. Since 2010, Jon has been quietly working at the ... -
270 : AI Search Optimization & Personal Branding in the Age of AI with Jimi Gibson 05.05.2026 32pSend us Fan Mail In this episode, Yanique Grant sits down with Jimi Gibson, VP of Brand Communication at Thrive Internet Marketing Agency, to explore how AI is fundamentally changing business visibility online. Jimi shares insights from 20+ years in digital marketing and 70+ podcast appearances, discussing the critical shift from traditional SEO to AI Search Optimization (Answer Engine Optimization and Generative Engine Optimization). Learn why 60% of Google searches don't click through anymo... -
269: Faith Over Fear: Leading with Humanity in the Age of AI with Victoria Mensch 03.03.2026 19pSend us Fan Mail In this insightful episode of Navigating the Customer Experience, we welcome Victoria Mensch, Founder & CEO of the Silicon Valley Executive Academy, for a powerful conversation on leadership, innovation, and thriving in the age of AI. With a PhD in Psychology, an MBA from UC Berkeley, and more than 25 years in Silicon Valley, Victoria has built her career at the intersection of human behavior, executive performance, and technological transformation. Arriving in Silicon Va... -
268: The Trust Index: Building an Ecosystem of Trust From the Inside Out with Gal Borenstein 17.02.2026 36pSend us Fan Mail In this episode of Navigating the Customer Experience, Gal Borenstein, Founder and CEO of The Borenstein Group, joins us for a powerful conversation on trust, branding, and customer experience in the digital and AI era. With nearly 30 years of experience advising growth-oriented organizations in complex and regulated industries, Gal shares how leaders can protect credibility and build sustainable brands when trust is on the line. Gal’s journey is a true immigration success st... -
267: The CX Imperative: 5 Critical Practices for Making Customer Centricity a Core Business Value with Mark Fithian and Jeff Rosenberg 27.01.2026 31pSend us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Mark Fithian and Jeff Rosenberg, cofounders of WideOpen, a strategic customer experience (CX) consulting firm, and authors of the book The CX Imperatives: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. With more than 30 years of experience each, Mark and Jeff bring deep insight from working across industries including healthcare, technology, automotive, consumer goods, and profe... -
266: Leading From the Inside Out: Voice, Peace, and the Power of People with Jeremie Kubicek 06.01.2026 22pSend us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Jeremie Kubicek, a powerful communicator, serial entrepreneur, and co-founder of GiANT, a global leadership development company. Jeremie is the author of several influential leadership books, including 5 Voices, 5 Gears, The 100X Leader, The Peace Index, and his newest release, The Voice-Driven Leader. Jeremie shares his entrepreneurial journey and explains how years of building businesses taught him a cr... -
265: Why Feelings Drive Growth: Emotional Equity, Belonging & Brand Transformation with Jean-Pierre LaCroix 09.12.2025 28pSend us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Jean-Pierre LaCroix—President and Chief Strategy Officer of SLD, brand visionary, author, and creator of groundbreaking tools such as the Trust Ladder and the Ideal Omni Experience Model. With more than 46 years of experience helping global organizations transform their retail, brand, and customer experience ecosystems, Jean-Pierre brings deep insight into what it truly takes to build emotionally resonant... -
264: No One-Size-Fits-All CX: Ty Givens on Playbooks, People and Performance 18.11.2025 23pSend us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Ty Givens, the dynamic Founder and CEO of CX Collective, a consultancy known for building customer experience programs that scale while still feeling human. With a career that began at just 18 years old, Ty walks us through her remarkable journey from her first customer service desk at Office Depot to leading global teams and eventually launching her own company nine years ago. Ty shares how an early prom... -
263: Empowering Teams and Elevating CX with Jamie Homen 04.11.2025 18pSend us Fan Mail In this episode of Navigating the Customer Experience, we dive deep into the career and mindset of Jamie Homen, a seasoned customer experience (CX) leader with over 20 years in the industry. Now leading CX at Mural, an AI-powered visual collaboration platform, Jamie shares valuable perspectives on effective leadership, cross-functional alignment, and how customer-centric decisions drive business success. 🛤️ Jamie’s Journey into Customer Experience Starting as a call center ag... -
262: You Miss Every Shot You Don’t Take: Evan Siegel on Innovation, Leadership & AI-Driven CX 21.10.2025 23pSend us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Evan Siegel, Vice President of AI at eGain, where he leads the development of next-generation AI-powered conversational guidance. With a rich background that includes 16 years at Wells Fargo leading customer experience and contact center innovation, Evan brings deep insight into how technology can drive better service outcomes without losing the human touch. Evan’s career journey began in entrepreneurship... -
261: Why Your Brand Isn’t the Hero — Your Customer Is with Greg Logan 07.10.2025 32pSend us Fan Mail Greg Logan: The Power of Storytelling – Turning Brands into Blockbusters In this episode of Navigating the Customer Experience, we are joined by Greg Logan, a global leader in brand storytelling who has spent over 30 years helping the world’s biggest brands—from Adobe and Netflix to Virgin and Qantas—connect with audiences through stories that reach both the head and the heart. With award-winning experience in advertising, television, and film, Greg has built his company, Nar... -
260: All Business Is Personal: Joseph Michelli on Human-Centered CX, AI, and the Future of Customer Experience 10.09.2025 22pSend us Fan Mail In this episode of Navigating the Customer Experience, we welcome back Joseph Michelli, a certified customer experience professional, New York Times and Wall Street Journal #1 bestselling author, and internationally sought-after keynote speaker. Known for his books on iconic brands such as The Ritz-Carlton, Mercedes-Benz, Starbucks, Zappos, and Airbnb, Joseph brings decades of insight on how leaders and frontline teams can elevate human experiences. We dive into his latest bo... -
259: CX Beyond the Hype: Global Survey Insights, Outsourcing Strategies & Leadership Lessons with Peter Ryan 26.08.2025 28pSend us Fan Mail In this episode of Navigating the Customer Experience, we are joined by Peter Ryan, President and Founder of Ryan Strategic Advisory, is recognized globally as one of the foremost experts in customer experience (CX) and business process outsourcing (BPO). For over two decades, Peter has advised CX outsourcers, enterprises, governments, and associations on strategic issues like technology deployment, offshore positioning, and service delivery. He is also the publisher of the a...
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