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

Transforming Customer Loyalty & Trust with AI — James Scutt, Qualtrics

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://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbkVwQmlTdjZSQmN6QmZTei1oaWpKb0tJVjZuZ3xBQ3Jtc0trSmdUSjluX0pENlF6RkxnTnBoRFo2YnQyQmE1RWdBaC1YVUczeW9LbDB5VkhzVkMtc3JjQ2pTMDNZSGVRLUhPRWpzVmo2d1dNUkY3QmY3RlpzdGRvaVJJbXM4VmtHdHlFdkwtNC1rOTlXcnZJQ0Z5aw&q=https%3A%2F%2Fcommunity.qualtrics.com%2F&v=t2TKIvh-eP4] * https://community.qualtrics.com/p/lea... [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqa0dhY1pqcXhoZGJObXZPekJxWG0wVjRNWDR3UXxBQ3Jtc0tuckd0OFBlTUJ6TTJ1YkpZeUE2a0p4RjFtYzJka1IyTG0ybUN4WE9MSjJ2RjVuVWJ5UFpmUFNMRS1Ec1JMQUNMaFQ4bjFPVDdSZnBpbHVHbEhaMUtHOTdnNktMTUVCLTJRYTNVd1NISFdRZF9IYVZCZw&q=https%3A%2F%2Fcommunity.qualtrics.com%2Fp%2Fleaders-network&v=t2TKIvh-eP4] Subscribe for more insights on building trust in the age of AI. 🎧 Listen on your favourite podcast platform or visit: https://adoreboard.com/podcasts [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbE9UX1RNMFdjRDRYVE9CNWl6THFYME5WRXdnQXxBQ3Jtc0ttbU02aGdrS2pxOXE3TzJmbndDYlJhSTI2QjJrdDJ0eHRTRzVJV2ZnLXc2MkxkdzJ5LUFOQ3B0U3hxWlVCbjh5SzNzS1NBWGstVmFNbHhmRnFmYnpKU2l3RFR2X29wbS10cjFKWVlGRWhaZUR4QktOTQ&q=https%3A%2F%2Fadoreboard.com%2Fpodcasts&v=t2TKIvh-eP4] #TrustBuilders [https://www.youtube.com/hashtag/trustbuilders] #CustomerExperience [https://www.youtube.com/hashtag/customerexperience] #AI [https://www.youtube.com/hashtag/ai] #CX [https://www.youtube.com/hashtag/cx] #CustomerLoyalty [https://www.youtube.com/hashtag/customerloyalty] #EmotionalIntelligence [https://www.youtube.com/hashtag/emotionalintelligence] #HumanExperience [https://www.youtube.com/hashtag/humanexperience] #Qualtrics [https://www.youtube.com/hashtag/qualtrics] --- 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 [https://adoreboard.com]) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

The Retention Blueprint: Strategies to Minimize Churn and Maximize Value with Bobby Brown, Nextlane

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. --- 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 [https://adoreboard.com]) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

The Aspen Standard: Measuring CX & Unreasonable Hospitality with Katy Boughton

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/ [https://www.linkedin.com/in/katyboughton/]  #CustomerExperience #CXStrategy #HospitalityExcellence #EmployeeEmpowerment #SustainableHospitality #OmnichannelCX #CustomerInsights #GuestExperience #DataDrivenCX #EmployeeExperience #AI #CustomerJourney #SustainabilityInBusiness #TrustBuilding #CustomerFeedback --- 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 [https://adoreboard.com]) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

Human Interest: Building Trust Through Inclusive Innovation & Design with JPMorgan's Jessica Hartley

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 [https://www.youtube.com/hashtag/trustbuilderspodcast] #CustomerExperience [https://www.youtube.com/hashtag/customerexperience] #Leadership [https://www.youtube.com/hashtag/leadership] #EmployeeExperience [https://www.youtube.com/hashtag/employeeexperience] #Diversity [https://www.youtube.com/hashtag/diversity] #Culture [https://www.youtube.com/hashtag/culture] #CX [https://www.youtube.com/hashtag/cx] #UX [https://www.youtube.com/hashtag/ux] #FinTech [https://www.youtube.com/hashtag/fintech] #HumanCenteredDesign [https://www.youtube.com/hashtag/humancentereddesign] --- 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 [https://adoreboard.com]) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)

The Art of Listening: How LSEG Builds Trust Across 25,000+ Employees Globally

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. --- 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 [https://adoreboard.com]) and Alex Genov (former Zappos, Customer Research Leader, Author & Keynote Speaker)