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Hosted by Unknown Host · 🇺🇸 US · EN · 263 episodes
Established thought leaders with verified media credentials.
The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instruct
Unknown Host hosts Customer Confidential: Untold Stories of Earned Growth, a business show with 263 episodes published.
Episode 264: BARK maintains more than 800 subscription price points because it has promised customers that their price will not increase as long as they remain subscribers. CEO Matt Meeker explains why honoring that comm
Episode 263: What does it feel like to go into space? To rocket past the Kármán line, float in perfect silence, and return to Earth—all in 11 minutes? Blue Origin's astronauts experience an expensive thrill ride: part th
Episode 262: What happens when a cold-pressed juice passion with humble beginnings in your own kitchen counter suddenly meets nationwide demand? Complications arise that demand fast decision making. Meet Crunchy Hydratio
Episode 261: What if you could use AI-generated customer twins to test value propositions, pricing, and demand before you go to market? That is the idea my Bain colleague Andy Pierce is exploring. Synthetic customers can
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 leaders act on real signa
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, Rachel Bicking, EVP of
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, Chief Digital Information
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 at BMO, a bank oper
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, Chief Operating Off
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. Physicians, stretched
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, believes open, modular AI a
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 ties and a proud hi
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 fundamental shift in how com
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 had the intent. But
Episode 250: Comcast solved the age-old problem of how to make employee suggestions a powerful, reliable source of value-driving improvements at scale. Sean McEntire, Comcast's Vice President of Customer Strategy and Ope
Episode 249: When "revenge travel" brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and revenue. Scott Taber, senior vice president of global hospitality, describes the Four
Episode 248: At Dominion Energy, keeping the lights on isn't just a priority—it's the single biggest driver of customer experience. But as customer expectations continue to evolve, the bar keeps rising. Customers don't j
Episode 248: The lights are back on. So why are customers still angry? At Dominion Energy, engineers once believed their job ended when electricity was restored. But as outages grew more visible and customers grew more v
Episode 247: What if customers achieve real results—but don't know it? Most vendors sell functionality. Mari Cross wants customers to see impact—in their own numbers, in real time. Mari Cross, Chief Customer Officer at I
Episode 246: The AI future of customer service is already here—and it's better than most people think. In this episode, Deon Nicholas, President and Executive Chairman of Forethought, joins host Rob Markey to show us how
Andy Pierce
Master Resilience Expert and Founder · The Pierce Perspective
1 appearance on this show
Jeannie Walters
Founder · Experience Investigators
1 appearance on this show
John Abraham
customer experience consultant
1 appearance on this show
Utibe Bassey
Vice President of Customer Experience · Dominion Energy
2 appearances on this show
Mari Cross
Chief Customer Officer · Infor
1 appearance on this show
Deon Nicholas
President and Executive Chairman · Forethought
1 appearance on this show
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Customer Confidential: Untold Stories of Earned Growth is hosted by Unknown Host. The show is categorised under business (management) and has published 263 episodes.
Customer Confidential: Untold Stories of Earned Growth has published 263 episodes.
Customer Confidential: Untold Stories of Earned Growth regularly covers business, management. It sits in the business category, with a management focus.
Customer Confidential: Untold Stories of Earned Growth is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
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Episodes of Customer Confidential: Untold Stories of Earned Growth average 31 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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