The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders Podcast
1) Ep. 260 | Jeannie Walters and John Abraham: A Company with No Memory: When Your Systems Don't Remember the Customer
Episode 260: When customers must re-explain the same problem, reopen old tickets, and chase for follow-ups, a shiny new tool won't help unless it's connected to support or sales history. How can leade...Show More
2) Ep. 259 | Rachel Bicking: Customers' First Micro-Frustration Makes or Breaks the Next Purchase
Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discouraging first-time customers from returning? Today's guest, Ra...Show More
3) Ep. 258: Charlon McIntosh & Melissa Pint | "We Didn't Do Interesting. We Did Effective": Accountability is the Product at Frontier
Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy? Charlon McIntosh, Chief Customer Operations Officer, and Melissa Pint, Chie...Show More
4) Ep. 257: John Finley | Stop Chasing Surveys: How to Earn the Next Customer Choice
Episode 257: How do you earn the next banking customer's loyalty, one moment at a time? Focus on what customers choose, and why. According to John Finley, head of marketing, technology, and innovation...Show More
Ep. 257: John Finley | Stop Chasing Surveys: How to Earn the Next Customer Choice
13:56 | Oct 30th, 2025
5) Ep. 256: Mike Milliron | “We Made It Cool to Care”: From CX Resistance to Results
Episode 256: What turns CX skeptics into advocates? A listening engine that makes caring for those you serve the gold standard. At IMG Academy, a private sports academy and boarding school in Florida,...Show More
6) Ep. 255: Jason Guardino and Karen San | How Turning 18 Can Break Your Relationship With Healthcare
Episode 255: One of healthcare’s biggest blind spots? When patients turn 18. It’s the moment they age out of pediatrics and fall headfirst into a system designed to prioritize older, sicker adults. Ph...Show More
7) Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail
Episode 254: What if the future of AI in customer experience is built not by giant platforms but by small, reusable, open source AI agents? Gurdeep Pall, President of AI Strategy at Qualtrics, believe...Show More
Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail
14:34 | Aug 14th, 2025
8) Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op’s Return to Customer-Centricity
Episode 253: Desjardins thought its cooperative roots made it member-first by default. Then members started leaving. Desjardins is a 125-year-old financial co-op based in Quebec. It has deep community...Show More
9) Ep. 252: Erin Wallace | The Data Doesn’t Care How Good You Think You Are
Episode 252: Most CX maturity assessments ask how you think you're doing. This one demands proof. Erin Wallace, director of client engagement at MyCX from Bain & Company, is helping to lead a fundamen...Show More
10) Ep. 251 | Mike Valanzola: Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA
Episode 251: In 2018, Dell set out to do something big: turn customer feedback into a system that could not only provide insights, but help set priorities and run the business. They had the data. They...Show More