Navigating the Customer Experience

About Navigating the Customer Experience

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!

Publisher

Yanique Grant, Customer Experience Strategist, Entrepreneur

Category

business · business · education

Language

en

Explicit

No

First episode

16 Mar 2021

Latest episode

6 Oct 2026

Latest episodes

11 of 161 episodes have a transcript.

1. 

   6 Oct 2026

   281: Is Human Support Becoming a Luxury? with Ben Rosenberg

   Yanique Grant interviews Ben Rosenberg, VP of Customer Experience Delivery at ChurnZero, about whether human support is becoming a luxury and how AI impacts B2B customer experience.

2. 

   8 Sept 2026

   280: The Skills AI Can't Replace: Why Human Service Still Wins with Jeff Toister

   Yanique Grant interviews Jeff Toister, author of "Human Service: The Skills AI Can't Replace," exploring how human connection and advocacy remain crucial in an automated world.

3. 

   25 Aug 2026

   279: Where AI Ends and Humans Begin: Building Customer Success on Clean Data with Rebecca Stone

   Send us Fan Mail Where should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line. Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that makes one customer look like four, to using AI to carry context across every support tier, to buil...

Inside a recent episode

276 : Pricing AI: Why the First Price Is Always Wrong and What Smart SaaS Leaders Do About It with Dan Balcauski

Published 14 Jul 2026 · Transcript excerpt

[…] Amazing. All right. So tailing out of your last statement and also your bio. First AI price is always wrong claim. You said the first AI price is always wrong. Why is that? And what should a SaaS company do differently knowing they're going to get it wrong the first time? Yeah. So this has nothing to do with how smart your people are, the consultants that you hire. It has everything to do with we are going through a massive fundamental economic change in the software business right now. And AI adds costs, but has anybody noticed there's a ton of investment going on? Everyone is trying to add AI to their products, which is changing the competitive landscape and your differentiated value. […]

Who has been a guest on Navigating the Customer Experience

Names identified in recent episode analyses. Showing up to five guests.

• Ben Rosenberg
• Jeff Toister
• Dan Balcauski
• Michael Podolsky
• Dr Kerriann M Peart

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

YouTube views

9,785

Score snapshot 15 Sept 2025

Apple Podcasts (US)

5.0 / 5

32 ratings

Spotify

5.0 / 5

4 ratings

Podcast Authority Score: 66 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

66

Social presence

0

YouTube

74

Engagement

92

Contact Navigating the Customer Experience

Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.

Questions about Navigating the Customer Experience