Leadership and CX Podcast
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S1 Prickly Truths: Leadership Readiness in the Age of AI
AI is moving faster than most organizations can keep up with. Every week brings new tools, new promises, and more pressure on leaders to make the right calls. But behind all the momentum, many CX…
S1 Why Most AI Initiatives Fail & What Leaders Get Wrong
In today’s fast-changing world, many organizations are trying to adopt AI and improve customer experience. But often, the challenge isn’t the technology itself – it’s how people, processes, and…
S1 AI in Fraud Prevention: Balancing Risk, ROI, and Responsible Adoption for a Safer Future
In today’s fast-moving digital world, fraud is not slowing down – it’s evolving. And with AI becoming more powerful, both businesses and fraudsters are getting smarter. In this episode of…
S1 How Improvisation & Storytelling Help Leaders Build High-Performing Teams
Most teams don’t struggle because of a lack of training — they struggle because of a lack of connection. In this episode of the Etech Leadership & CX Podcast, Manu Dwievedi sits down…
S1 Beyond the Surface: Why Your Operating Model is the Secret to World-Class CX
In today’s experience-driven world, organizations are always looking for ways to improve customer experience. But often, the focus stays on what’s visible — scripts, channels, or technology — instead…
S1 Safety is the New Loyalty: How Trust & Safety Shape Customer Experience in 2026
In a digital world full of choices, customers don’t just look for speed or convenience anymore. They look for something deeper — trust. In this episode of the Etech Leadership & CX Podcast,…
S1 Why Executive Behavior Determines Customer Experience Outcomes
Every organization has a leadership strategy. Most of them stay on paper. In this episode of the Etech Leadership & CX Podcast, Melissa Wood sits down with Alex D. Tremble, Founder and CEO of…
S1 The Satisfaction Stagnation – Why Your AI Strategy Is Killing Your CX (And How to Fix it)
Your AI investment is growing. Your CX scores aren’t. Here’s why. Jim Iyoob and Bob Azman, Founder of InnovativeCX, break down the strategic gap between AI adoption and customer experience results —…
S1 What’s Next for Leaders in the Age of AI?
Every leader today is talking about AI. But the real challenge isn’t technology. It’s how leaders adapt. In this episode of the Etech Leadership & CX Podcast, Jim Iyoob sits down with…
S1 CX in 2026: Moving from CRM Messes to AI Successes
Every organization wants to deliver better customer experiences. And today, new technologies are opening up exciting possibilities to make that happen. But the real advantage comes from how well…
S1 Culture Wins Championships and Customer Loyalty
Every leader talks about strategy. But the best teams in the world start somewhere else. They start with culture. In this episode of the Etech Leadership & CX Podcast, well-known leadership…
S1 Why Culture Still Fails In The Age of AI And How Leaders Actually Change Behavior
Every organization talks about culture. Every leader talks about transformation. And now, everyone talks about AI. Yet many contact centers still struggle with the same challenge: Why doesn’t…
S1 Proving Quality at Scale – The New Standard for CX Accountability
Every contact center talks about quality, but very few can actually prove it at scale. Most organizations still rely on outdated QA models — small sample sizes, delayed feedback, subjective scoring,…
S1 The Customer Experience Lie That’s Costing You Millions
Every business says customer experience matters — yet many organizations still treat it as a cost center instead of a growth driver. That disconnect is costing companies far more than they realize. …
S1 Human Centered AI: Redefining Learning, Development and Leadership in Contact Centers
Every innovation in customer experience starts with one simple question — how can technology make life better for people? As AI continues to change how contact centers operate, the real challenge…
S1 The Future of Contact Center Training: AI, Human Connection & Agent Success
Every strong customer experience begins with a team that feels confident, supported, and prepared. But as workplaces change, with remote work, new tools, and faster technology, how we train and…
S1 Silo Smash: Uniting Departments for an Unforgettable Customer Experience
Picture this: You Walk into work Monday morning, and instead of the usual departmental walls, you see colleagues from different teams brainstorming together over coffee. Marketing is chatting with IT…
S1 From CX Strategy to CX Movement: How to Ignite Cultural Transformation Across Your Organization
A strategy can guide you, but a movement transforms you. When customer experience shifts from being a set of goals on paper to a shared purpose that people live every day, that’s when real cultural…
S1 The Science of Emotional Intelligence: Transforming CX & Employee Experience
The best experiences are built on empathy.Because before people remember what you said or did, they remember how you made them feel. That’s the real science of emotional intelligence in action. About…
S1 The Now of Contact Centers: Bridging the Gap Between High Tech and High Touch
The contact center is no longer just about answering calls — it’s about answering to a new era. One where AI meets empathy, and insights drive every interaction. About the Episode: Contact centers…
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Leadership and CX Podcast has published 50 episodes since June 2022, covering topics in Business, Education.
Leadership and CX Podcast is currently active with new episodes weekly. Average episode length is 28m.
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