Podcasts

Kpunsa Mbinkar is a customer experience leader and Forum Director of the Africa Customer Experience Leaders Forum, where he is helping shape a more structured, people-centered CX ecosystem across the continent. With roots in frontline banking and over a decade of experience in CX advocacy and practice, Kpunsa has emerged as a strong voice for […]

Jonathan Shroyer is the CEO and Co-Founder of Quimbi, a customer experience technology company transforming how gaming brands engage players through AI-driven personalization. With more than 20 years in tech and customer service leadership — from Microsoft and Autodesk to Postmates and Kabam — Jonathan brings a unique perspective on how empathy, data, and automation

Jessica Volker, Director of Business Development at Responsive Answering Service, joins The Business Mic to explore how human connection, technology, and empathy intersect in modern customer service. Jessica shares how Responsive Answering Service — originally built to support the medical industry — has evolved into a 24/7 multi-industry call center serving clients across diverse sectors.

Ken Rapp, CEO and co-founder of Blustream Corporation, discusses the untapped potential in the post-sale product experience and how businesses can dramatically improve customer retention, satisfaction, and lifetime value through personalized, data-driven engagement. Blustream’s core innovation is its Product Experience AI Engine — a platform designed to bridge the gap between product unboxing and long-term

Filip Sardi, founder of the Client Flow Movement, joined The Business Mic to explore a critical yet often overlooked part of the customer journey, what happens after the sale. Having built a career as a successful launch strategist, Filip shifted his focus from front-end sales to client retention, driven by a deep belief that “when

James Warren, Founder and CEO of Share More Stories discusses how his company is redefining how organizations understand customer and employee experiences through storytelling and AI. At the heart of this innovation is SEEQ — a research platform that stands for Stories to Engage, Explore, and Question. SEEQ helps businesses move beyond surface-level data to

In this episode, Eli Portnoy, founder and CEO of Back Engine, joins us to share his entrepreneurial journey and deep passion for customer experience. Eli discusses how Back Engine is revolutionizing the way B2B companies listen to their customers through high-velocity, AI-powered feedback loops. He explains the painful gap he experienced in staying connected with

In this episode, Dan Abel Jr., Chief Chocolate Officer at Bissinger’s Handcrafted Chocolatier, shares insights into running a family-owned chocolate company with a rich 350-year heritage. He discusses the seasonal peak during Easter, how the team collaboratively creates new products, and how Bissinger’s blends tradition with innovation. The company has embraced both e-commerce and a

In this episode, Palesa Nhlapo, Head of Customer Growth for the Personal Segment at FNB South Africa, explores how real impact in customer experience begins with human understanding. She shares how her team focuses on identifying and responding to pivotal life moments, such as job losses or the passing of a loved one, not merely

In this episode, tech and product leader Marcelo Calbucci introduces the PR FAQ framework, a strategic innovation tool developed by Amazon to refine ideas and align teams before execution. The framework—short for “Press Release and Frequently Asked Questions”—encourages organizations to work backward from a vision of success by drafting a press release that outlines the