Navigating the Customer Experience

Hosted by Yanique Grant, Customer Experience Strategist, Entrepreneur

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Jun 2026

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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. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!

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June 9, 202628 min

274 : Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs with Dr. Kerrian M. Peart, PHD.

Send us Fan MailNAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader NeedsWhat 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 over 20 years of experience in organizational psychology, public health, and executive coaching, and her work challenges the idea that high performance should come at the expense of people. Drawing on her own journey as a Caribbean woman who navigated three cycles of burnout while building her consulting practice in corporate America, she offers leaders a grounded, practical framework for leading with clarity, cultural intelligence, and personal strategy.WHAT YOU WILL LEARN IN THIS EPISODEHow burned-out leaders show up to customers in three distinct patterns, and which one is the rarest and most powerfulWhy happy employees are defined by competence AND capacity, and how both translate directly to the customer experienceHow the anchored bias of "this is how we have always done it" is damaging customer interactions in Caribbean businessesThe difference between a growth mindset and an agile mindset, and why leaders in culturally diverse environments need the latterWhy humble leaders go further and last longer than those who demand to be followedThe one personal strategy shift that will change how customer experience professionals show up, even on their hardest daysBOOKS MENTIONEDThe Prophet by Kahlil GibranThe 48 Laws of Power by Robert GreeneThe Power of Now by Eckhart TolleCONNECT WITH DR. PEARTLinkedIn: Search Kerriann PeartWebsite: peartconsulting.orgFOLLOW NAVIGATING THE CUSTOMER EXPERIENCEX: @NavigatingCXFacebook: Navigating the Customer Experience CommunityLinkedIn: Yanique GrantWebsite: yaniquegrant.com/podcasts

June 2, 202615 min

273 : Lead Forward: AI, Leadership, and the Future of Work with Jack Jendo

Send us Fan MailWhat 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 shaped by years of working across the Middle East, Europe, and Australia, building AI-powered programs for governments, corporations, and startups. His message is clear: AI is not just a tool. It is a mindset shift, and leaders who understand this will be the ones who define what comes next.WHAT YOU WILL LEARN IN THIS EPISODEJack shares the journey that took him from juggling three jobs during university to running agencies across multiple continents and founding BrainDigits. He talks about why he wrote Lead Forward, a book designed for three types of people he encounters every day: entrepreneurs who are just getting started, senior professionals who feel like their career is winding down when it does not have to be, and leaders in the middle who feel pressure but lack clarity.Jack also introduces a concept that reframes how leaders can use AI: the Digital Twin. Rather than using AI as a general assistant, Jack trains specialized AI versions of himself, one for brainstorming, one for financial strategy, one for business development. He has been building and refining these tools for years, and the result is a thinking partner that reflects his values, his frameworks, and his way of approaching problems.THE FUTURE WORKPLACE: AI FIRST OR AI ENABLED?Jack places AI in the same category as transformative inventions like the printing press and the internet. Each of those disrupted every industry it touched. AI is doing the same. But the change is not primarily about tools. It is about mindset and clarity.He describes two futures emerging for organizations. The first is a company that adopts AI aggressively without understanding what it is doing, relying on automation without the human judgment to direct it. That organization will struggle. The second is a company led by people who know exactly what they need, who operate with ownership and freedom, and who use AI to remove friction and accelerate execution. That is the organization every leader should be building toward.AI IS THE NEW LEADERSHIP SKILLJack and Yanique explore what it means to treat AI as a leadership skill rather than a software category. His view is that every task with a clear process can now be handled by AI. What cannot be automated is knowing what needs to be done, deciding the direction, and leading people through change.The leaders who will thrive are those who invest in training their AI tools the same way they would develop a trusted assistant. Not with generic prompts, but with context, values, goals, and frameworks. That investment is what turns a general tool into something genuinely useful.Jack shares that his two primary tools are ChatGPT, where he has trained a custom model called TwinJack over four years for brainstorming and strategic thinking, and Claude, which he has used for automation over the past year. He describes them as complementary, each with a distinct role, and both trained with the same foundation.KEY INSIGHTS FROM THIS EPISODEExperience compounds. Working across multiple roles and industries, especially early in a career, creates a foundation that multiplies future opportunity.Retirement is not an endpoint. Jack pushes back on the idea that experienced professionals should wind down. Their knowledge, relationships, and judgment are among the most valuable assets available to any organization.Scaling happens during crisis. When others pull back, Jack leans in. His approach is to build capacity, strengthen teams, and expand during periods of pressure because that is when the real growth happens.The guiding question Jack returns to during adversity is simple: remember why you started. It is not about nostalgia. It is about using original purpose as an anchor when clarity is hard to find.BOOKS MENTIONED IN THIS EPISODELead Forward by Jack Jendo https://www.amazon.com/s?k=lead+forward+jack+jendoStart with Why by Simon Sinek https://www.amazon.com/s?k=start+with+why+simon+sinekRich Dad Poor Dad by Robert Kiyosaki https://www.amazon.com/s?k=rich+dad+poor+dadThe Richest Man in Babylon by George S. Clason https://www.amazon.com/s?k=richest+man+in+babylonTOOLS MENTIONEDChatGPT (Custom GPT / TwinJack): https://chatgpt.com Claude (AI): https://claude.ai BrainDigits: https://braindigits.comCONNECT WITH JACK JENDOLinkedIn: https://www.linkedin.com/search/results/all/?keywords=jack+jendo Instagram: Search Jack JendoJack responds personally to every message.FOLLOW NAVIGATING THE CUSTOMER EXPERIENCEX (Twitter): https://x.com/navigatingCX Facebook Community: https://www.facebook.com/groups/NavigatingtheCustomerExperience LinkedIn: https://www.linkedin.com/in/yaniquewagrantcx/ Website: https://yaniquegrant.com/podcasts/

May 26, 202611 min

Anniversary Episode : 10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation

Send us Fan Mail10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter ConversationThis 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 EpisodeYanique shares why she launched the podcast in May 2016 not because podcasting was trending, but because she was genuinely passionate about customer experience and saw a free platform to connect with professionals globally. She credits a podcast coach from Canada with helping her get off the ground, and reflects on how much harder it would have been without today's AI tools.She opens up about what kept her going through 272 episodes — including taking on solo production after losing her internal team member — and names the guests who have stayed with her over a decade: Matt Swain, Joey Coleman (twice!), Jimi Gibson, Jason Feifer, Jay Baer, Paul Brunson, and Rochelle Gapere.She talks about the doors podcasting has opened — from sitting on a podcast panel in Arlington, Washington, to serving as Master of Ceremonies at a major BPO Mindshare event in Canada with 100+ global attendees.And she gets vulnerable about the one thing she'd do differently: stop trying to sound "North American" and just sound like Yanique.Key TakeawaysStart with purpose - passion is what sustains a 10-year run, not hypeGet support early - a coach at the start changes everythingBe yourself on mic - your voice, your accent, your personality are assetsConsistency compounds - 272 episodes, one at a timeCredibility creates opportunity - the podcast opened doors Yanique never planned forRelationships are the real ROIFeatured ResourcesMac Whisper - AI transcription toolClaude (AI) - claude.ai - show notes and production workflowBuzzsprout - podcast hostingCapCut — video editingConnect with Yanique 🌐 yaniquegrant.com 🐦 X/Twitter: @NavigatingCX 👥 Facebook: Navigating the Customer Experience Community 💼 LinkedIn: Yanique GrantListen on Apple Podcasts, Spotify, YouTube, and yaniquegrant.com

May 19, 202629 min

272 : Show Up Scared: Networking, Resilience, and Building Real Connections with Alexandra Labarr

Send us Fan MailWhat 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.Alexandra's journey is one of remarkable resilience. After decades in corporate America, she bet on herself and launched her own marketing firm just before COVID hit, shutting down the in person networking she had built her reputation on. Instead of retreating, she pivoted, went digital, gave back to her community, and emerged stronger. Today, Xandra Marketing and PR helps businesses take full ownership of their marketing, from social media and branding to digital presence and messaging strategy.Her story starts at 13 years old, when she lost her mother. That experience taught her that finding the right people and leaning on them is not weakness, it is strategy. That understanding became the foundation for everything she has built since, including her Power of Networking Community, now with 15 chapters across South Florida. She is also the author of three books: The Power of Networking, Show Up Scared, and Show Up Scared: Teen Edition, which became an Amazon bestseller and has taken her into schools and universities across the country.In this episode Alexandra walks us through her Seven Essential C's of Networking and highlights the two people struggle with most: Courage and Common Ground. She explains why most people have courage and confidence backwards, and why showing up scared is the only real path to confidence. She also gets practical, giving you a step by step approach for exactly what to say at a networking event, how to approach a group already in conversation, how to introduce yourself without leading with a pitch, and how to craft a 30 second commercial built around the pain you solve.Alexandra also shares her thoughts on follow up, encouraging listeners to pick up the phone and let people hear their voice, because authenticity lives in your voice and people do business with people they can feel.Topics covered include the Seven C's of Networking, courage vs confidence, building common ground, crafting your 30 second commercial, follow up strategy, AI tools for entrepreneurs, and details on the Show Up Scared teen event at the Mayfair Hotel in Coconut Grove on June 23rd.Featured Resources:The Power of Networking by Alexandra Silva Labarr available on AmazonShow Up Scared by Alexandra Silva Labarr available on AmazonShow Up Scared: Teen Edition by Alexandra Silva Labarr available on AmazonHow to Win Friends and Influence People by Dale Carnegie available on AmazonIt's Not Who You Know, It's Who Knows You available on AmazonBooks by John C. Maxwell available on AmazonBooks by Brené Brown available on AmazonClaude AI: claude.aiShow Up Scared Teen Event: June 23rd at the Mayfair Hotel, Coconut Grove, FL. Visit alexandrasilvabar.com for full event details and tickets.Connect with Alexandra Silva Labarr:Google her name and everything will appear including her website, social media profiles, upcoming events, and speaking opportunities. She is especially active on LinkedIn and responds to every message personally.Website: alexandrasilvalabarr.comConnect with Navigating the Customer Experience:Follow us on X @NavigatingCX and join our private Facebook group, Navigating the Customer Experience Community. You can also find us on LinkedIn and at yaniquegrant.com.If this episode added value to you, please share it with a fellow business owner, leave us a review, and subscribe so you never miss a new episode. Thank you for listening and until next time, keep navigating forward.

May 12, 202626 min

271 : The Human Element Behind AI-Powered Copywriting with Jon Benson

Send 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 intersection of AI and persuasion science, partnering with early AI companies as far back as 2015 to teach machines the nuances of high-converting copy. Today, he's the creator of BNSN (pronounced "Benson"), a proprietary AI copywriting platform built exclusively for ethical marketers who want to attract their ideal customers not just anyone with a credit card.But before any of that, Jon was a graphic designer who nearly lost his life. At 38 years old, he suffered a heart attack a consequence of obesity, stress, and burning the candle at both ends. His recovery led him to write a bestselling book on fitness transformation, which launched him unexpectedly into the world of internet marketing and copywriting. It's one of the most compelling origin stories you'll hear, and it sets the tone for everything Jon has built since.In this episode, Jon and Yanique explore:🔹 The real problem with AI-generated copy and why most of it sounds hollow, even when it's technically correct🔹 What Jon calls "HI meets AI" the philosophy of blending Human Intelligence with artificial intelligence to create copy that's fast, high-converting, and authentically YOU🔹 Why Jon believes consciousness and lived experience are the last truly irreplaceable elements of human creativity and how he uses his own story to prove it🔹 The right question to ask about AI and your team (hint: it's NOT "How many people can I replace?")🔹 How Jon's AI assistant, named Isaac, logged into a 6-hour course the night before a strategy meeting, synthesized the entire thing, produced a 1-pager for Jon and a 4-pager for the team, and delivered a full implementation plan... in 18 minutes🔹 The free tool every business owner should use before writing a single line of copy: freebuyerprofile.com a 15-page report that aligns your values with your ideal buyer🔹 Why it's better to resonate with 100% of a targeted 10% than to broadcast broadly and attract the wrong clients🔹 The voice dictation tool that replaced typing for one of the fastest copywriters in the business and how it can unlock faster, friction-free ideation for youJon also shares the two books that shaped his philosophy most deeply The Brothers Karamazov by Dostoevsky and Walden by Thoreau and the Thoreau quote that became the compass of his entire entrepreneurial life: "The mass of men lead lives of quiet desperation." He heard it for the first time on the drive to his first and only corporate job and never looked back.Whether you're a business owner trying to figure out where AI fits in your workflow, a marketer wondering whether human creativity still matters, or an entrepreneur who just wants to build something you're proud of with customers you actually love this episode is for you.Resources Mentioned:BNSN AI Copywriting Platform: bnsn.aiFree Buyer Profile Tool: freebuyerprofile.comWhisperflow (voice dictation): whisperflow.comThe Brothers Karamazov by Fyodor DostoevskyWalden by Henry David ThoreauConnect with Jon Benson:Website: bnsn.aiYouTube: jonbenson.com/YouTubeFacebook: Search Jon BensonFollow Navigating the Customer Experience:X (Twitter): @NavigatingCXFacebook: Navigating the Customer Experience CommunityLinkedIn: Yanique GrantWebsite: yaniquegrant.com

May 5, 202632 min

270 : AI Search Optimization & Personal Branding in the Age of AI with Jimi Gibson

Send us Fan MailIn 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 anymore, how to become visible to large language models like ChatGPT, Claude, and Gemini, and why personal branding is now mandatory for business growth in 2026. Discover what the future holds for AI agents, autonomous task management, and how to ensure your business doesn't get left behind.Key Topics:• From Magician to Marketing Strategist: Jimi's unexpected career path• The 60% Google search shift and what it means for your business• Traditional SEO vs. AI Search Optimization (AEO/GEO)• How to become visible to large language models• The future of AI agents and autonomous helpers• Why YouTube and LinkedIn are critical for AI visibility• The personal branding revolution: Why it's mandatory now• Featured books: Jonathan Livingston Seagull & I'm PossibleResources:Thrive Internet Marketing Agency: thrive-agency.comJimi on LinkedIn: Connect with Jimi for daily AI insights (posts Mon-Fri)Follow Navigating the Customer Experience:X (Twitter): @NavigatingCXFacebook: Navigating the Customer Experience CommunityWebsite: yaniquegrant.com

March 3, 202619 min

269: Faith Over Fear: Leading with Humanity in the Age of AI with Victoria Mensch

Send us Fan MailIn 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 Valley during the dot-com boom, she was inspired by its bold, world-changing mindset. That culture of innovation shaped her journey from working across semiconductor and software companies to launching her own executive academy, where she helps global leaders apply Silicon Valley’s innovation principles within their own organizations.A central theme of the episode is how leadership must evolve in today’s fast-changing 2026 environment. Victoria emphasizes that leadership isn’t limited to job titles—it exists at every level. She outlines three essential qualities leaders must cultivate:Self-Responsibility & Agency – Great leaders take ownership of their choices and focus on what they can control, even amid disruption.Curiosity – With technological, political, and economic shifts happening constantly, leaders must stay open, adaptable, and willing to explore new perspectives.Continuous Learning – In the age of AI, growth is non-negotiable. Leaders must embrace learning, develop new skills, and view change as an opportunity rather than a threat.One of the most powerful discussions centers on reframing failure. Victoria explains that fear of failure is often driven by imagined future scenarios. The key practice is returning to the present moment and rationally assessing reality. She also offers a mindset shift: the probability of success is equal to the probability of failure—yet we tend to focus only on what could go wrong. By consciously balancing those possibilities, leaders can make decisions rooted in clarity instead of fear.When asked for one word leaders should adopt for 2026, Victoria chooses humanity. As organizations increasingly integrate artificial intelligence, she believes leaders must keep the human element at the forefront. Technology should create space for deeper creativity and stronger connections—not replace them. The goal isn’t simply to be faster or more efficient, but to be better in how we serve and relate to others.Victoria also shares her excitement about AI-driven automation and tools that eliminate time-draining tasks, freeing leaders to focus on high-value work. She recommends exploring Lovable, a platform that allows users to build applications and landing pages without coding skills. A book that influenced her thinking is Digital Darwinism: Surviving the New Age of Business Disruption by Tom Goodwin, which examines how companies navigate digital transformation.Her personal guiding quote? “Faith over fear.”This episode delivers practical leadership insights for executives, entrepreneurs, and professionals ready to embrace change, lead with intention, and remain human in a rapidly evolving digital world.Connect with Victoria at www.svexecutive.academy and join the conversation on X @navigatingcx or in the Navigating the Customer Experience community.

February 17, 202636 min

268: The Trust Index: Building an Ecosystem of Trust From the Inside Out with Gal Borenstein

Send us Fan MailIn 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 story. Born and raised in Israel, he served as a military journalist before moving to the United States at 21 to pursue his education. After completing his undergraduate degree at Temple University in just two and a half years and earning a master’s degree from George Mason University, he quickly recognized a major gap in the marketplace: highly technical companies struggled to communicate their value clearly.Armed with a $2,000 loan and a vision, he launched The Borenstein Group in the Washington, DC area, focusing on helping B2B technology firms connect complex solutions to clear messaging. Over the past three decades, he has worked closely with CEOs and executive teams navigating cybersecurity, AI, advanced analytics, and government contracting—industries where trust, precision, and differentiation are critical.In this episode, Gal discusses his latest book, Don’t Believe the Hype: When Trust Is On The Line in the Age of Digital and AI, and explores what’s driving the breakdown of trust between brands and customers today.From his perspective, the erosion of trust accelerated with digital transformation and automation. As companies adopted CRM systems, AI tools, and scripted customer service processes, they unintentionally removed the human element that once anchored relationships. What used to be human-to-human trust has often become process-driven interaction—efficient, but emotionally disconnected. AI can execute tasks faster, but it cannot replace empathy, judgment, or values.Gal emphasizes that customer experience failures are rarely external problems alone. They usually reflect internal disconnects. Leadership may believe they are communicating clearly, while employees feel unheard or misaligned. Without internal trust, external trust collapses. He challenges organizations to develop a measurable “trust index” that identifies strengths, weaknesses, and perception gaps across departments.We also explore one of today’s biggest CX threats: fake reviews and AI-generated misinformation. In the past, companies largely controlled their narrative. Today, anonymous posts on review platforms and social media can shape perception overnight. Gal explains that reacting defensively is not enough. Brands must actively monitor conversations, engage in social listening, and integrate feedback into internal systems. Trust must become an ecosystem—shared by executives, middle management, and frontline employees alike.When asked about tools he relies on, Gal highlights LinkedIn as an essential knowledge hub, connecting professionals across industries and geographies. He also leverages AI platforms like OpenAI, while cautioning leaders to “trust but verify” due to AI hallucinations and inaccuracies.What excites him most right now is helping companies operationalize trust—turning it from an abstract value into a measurable, monetizable strategy that aligns culture, communication, and customer experience.His guiding mindset, inspired by Seinfeld, is both humorous and profound: “It’s not a lie if you believe it.” For Gal, this reflects the power of vision. When leaders truly believe in their narrative—and back it with integrity and proof points—they inspire teams, partners, and customers alike.This episode challenges CX leaders and business professionals to see trust as a critical strategic asset in the age of AI and digital disruption.

January 27, 202631 min

267: The CX Imperative: 5 Critical Practices for Making Customer Centricity a Core Business Value with Mark Fithian and Jeff Rosenberg

Send us Fan MailIn 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 professional services.Mark and Jeff share their professional journeys and the “red thread” that has guided their careers: a commitment to understanding customers as humans, not just data points. From early roles in marketing, operations, and consulting, both authors describe moments when they realized organizations often make decisions without considering how customers truly experience them. That realization ultimately led to the founding of WideOpen and the development of the frameworks outlined in their book.The conversation centers on The CX Imperatives and its purpose as a practitioner’s guide for CX leaders and professionals who already care about customer experience and want to embed customer centricity across the enterprise. Rather than focusing on one-off “wow moments,” the book emphasizes creating consistent, meaningful experiences across the entire customer journey that align with business strategy and drive growth and innovation. Importantly, the authors stress that the principles are industry-agnostic, applicable to both B2B and B2C organizations of all sizes.Mark outlines the book’s five strategic CX practices:Insights – deeply understanding customers as emotional, human beings, not just metrics;CX Strategy – aligning customer insights with business objectives to focus effort where it matters most;Blueprinting – translating strategy into operationally actionable designs;Operating Model – enabling cross-functional collaboration through roles, processes, and shared accountability; andCulture – ensuring employees understand, believe in, and are equipped to deliver the intended experience.Through real-world examples, including healthcare, Mark and Jeff demonstrate how engaging frontline employees and embedding CX into culture can generate both tangible outcomes (cost savings, growth initiatives) and intangible benefits (employee ownership, sustainability, and trust).The discussion also explores the connection between internal culture and external customer experience, with both guests agreeing that consistently poor CX is often a symptom of internal organizational challenges. They share practical advice for CX leaders navigating varying levels of leadership support, emphasizing the importance of meeting stakeholders where they are and addressing resistance with empathy and clarity.To bring CX to life, Mark and Jeff each share standout customer experiences—from thoughtful airline journey improvements to an unexpectedly empowering healthcare onboarding experience—illustrating how intentional design can transform how customers feel.The episode wraps with personal insights into the tools, books, and mindsets that inspire them today, reflections on why this is an exciting time for the CX discipline, and where listeners can connect with them and learn more about their work, workshops, and book.This episode is a must-listen for leaders and practitioners looking to move beyond surface-level CX and build customer-centered enterprises that deliver sustainable value for both customers and the business.

January 6, 202622 min

266: Leading From the Inside Out: Voice, Peace, and the Power of People with Jeremie Kubicek

Send us Fan MailIn 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 critical lesson: while business plans and financial plans matter, it is the people plan that most often determines success or failure. Early in his career, he realized that people were often treated as liabilities rather than assets. This insight led him to dedicate his work to helping leaders understand, develop, and empower people so they can truly thrive.At the heart of the conversation is Jeremie’s new book, The Voice-Driven Leader. He explains that the most important role in any organization is the team leader—the person who leads people day-to-day. Using the metaphor of a “Sherpa,” Jeremie emphasizes that when a leader is healthy and self-aware, the team they lead is far more likely to be healthy as well. The book helps leaders understand their own voice, personality, and wiring, as well as the voices of those they lead, so they can communicate more effectively and create meaningful development plans.Jeremie outlines several core leadership principles, especially for those transitioning from peer to leader. These include learning to “speak the language” of others rather than forcing them to adapt to your style, clearly defining expectations and development paths, and guiding people through the discomfort of learning—what he calls the “pit of despair.” By understanding how people are wired and how they respond under stress, leaders can better support growth and avoid unnecessary breakdowns.The conversation also explores how communication has evolved, particularly across generations, and how small misunderstandings—tone, emojis, or short messages—can unintentionally damage relationships if leaders are not intentional and aware.Jeremie shares what excites him most right now: his focus on the idea that peace is power. He explains that leaders cannot give what they do not possess. If a leader is not at peace internally, their leadership and customer experience efforts will feel transactional rather than authentic. He introduces The Peace Index, a practical framework that helps individuals assess peace across five areas of life, reinforcing the idea that personal well-being directly impacts professional effectiveness.Listeners also hear about the tool Jeremie uses daily—the 5 Voices App, an AI-powered resource designed to help people navigate communication, relationships, and leadership based on personality dynamics. He recommends Unreasonable Hospitality by Will Guidara as a book that deeply influenced his thinking on journeys, employee experience, and customer experience.Jeremie closes by sharing simple yet powerful phrases he uses during challenging times, including “Choose joy” and “Call up, not out,” reminding us that leadership begins within. This episode is a compelling reminder that great customer experiences start with healthy, self-aware leaders who are alive, at peace, and intentional about how they show up every day.Connect with Jeremie Kubicekwww.jeremiekubicek.com