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About This Podcast
Radically Personal is a podcast for CX leaders who refuse to compromise. Hosted by Gladly founder Joseph Ansanelli, each episode explores how the world's most customer-centric brands are using AI to deliver both radically efficient operations and personal experiences. From scaling small teams or expanding enterprise-level efforts, we dive into the strategies, tools, and leadership philosophies shaping the future of CX.
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Recent Episodes
S2E2 From store floor to C-Suite, and how a 30-year Crate & Barrel veteran turned service into revenue
Kate Showalter has done what most CX leaders only dream about. She transformed customer service from a cost center into a revenue machine. In this candid conversation, the Crate & Barrel VP…
S2E1 Scaling sustainability and service with AI at PACT
When Lauren Inman-Semerau joined Pact, she found an 11-person team managing 13,000 monthly conversations with disconnected systems. Her solution? Refusing to compromise. In this episode, Lauren…
Unleashing AI to Scale Happiness and Loyalty at BARK
On this special episode of Radically Personal, we sit down with not one but two amazing guests, Nari Sitaraman and Hernan Giraldo of BARK. Together we dig into how BARK’s mission to make all dogs…
Zenni Optical’s 20/20 Vision for Exceptional Customer Service
On this episode of Radically Personal, we hear from Brian Kershon, Director of Global Customer Service at Zenni Optical. He discusses the work he and his team are doing that has landed the company a…
Stellar Service and Resiliency Guide Farmgirl Flowers
In this Gladly podcast episode, hear from Founder & CEO of Farmgirl Flowers, Christina Stembel, on the brands’ success in powering customer acquisition through customer service, on how…
How KURU Footwear Provides World-Class Anticipatory Experiences
During this episode, President & Integrator of KURU Footwear, Sean McGinnis and I talk about how they provide world-class anticipatory experiences for their customers, what it means to serve with…
How Breeze Airways Merges Technology with Kindness to Transform the Airline Industry
With the slogan "Seriously Nice", Breeze Airways is reimagining customer service for brands and businesses to be the best part of a customer’s day. So, what does it look like to be Seriously Nice? In…
How Ulta Beauty’s Guest-Centered Approach Transforms the Beauty Industry
Ulta Beauty has redefined beauty shopping for nearly three decades with the promise, "all things beauty, all in one place." On this episode of Radically Personal, I speak with my friend Adam…
TUMI: Designing for World-class Experiences
You might know TUMI best for introducing their stylish, ultra-functional, black-on-black ballistic nylon travel bag that you see on the streets and in airports worldwide, but they are known for much…
CHUBBIES: Building a Community of Advocates and Creating Customers for Life
Chubbies, the brand that’s all about building that Friday at 5pm feeling, is not only known for their bright colored, retro-style shorts, but more importantly, their close-knit community of advocates…
CRATE & BARREL: Driving Revenue Through the Contact Center in Today's Digital World
What happens when you, and the rest of the world, are forced to shut the doors to all your retail shops with a day’s notice? According to Kate Showalter, Senior Director of Customer Service at Crate…
S1E8 ALLBIRDS: Changing the World, One Step at a Time - Bonus Episode
We’ve got a treat for you! Allbirds is back with bonus episode and this time Joey Zwillinger, Co-Founder and CEO of Allbirds is spilling the beans on their greater mission to combat climate change…
S1E7 ALLBIRDS: Changing the World, One Step at a Time
What does it mean to be more like a tree than a business? According to Allbirds CEO, Joey Zwillinger, it’s all about giving back more to the environment than you take from it. And that is the premise…
S1E6 THE YES: Building the Best Shopping Experience in Fashion
Julie Bornstein is passionate about creating the ultimate personalized shopping experience. It’s been her focus at iconic brands like Nordstrom and Sephora—and now at her new venture The Yes. Julie…
S1E5 NATIVE SHOES: Building a Lighter, More Radically Personal World
Periods of transformation often result in some of the most exciting leaps forward for a brand. That’s been especially true for animal-free footwear brand Native Shoes who have made it their mission…
S1E4 JOANN: A Radically Personal “creative happy place”
The evolution of fabric and craft retailer JOANN is a masterclass in putting the customer first. JOANN reimagined their in-store experience and embraced digital innovation to become a destination…
S1E3 ANDIE: Building a brand that feels like a friend
For many women, buying a swimsuit has always been an uncomfortable experience. Andie Founder and CEO Melanie Travis knew it was time to change the swimwear shopping experience forever. On this…
S1E2 PORSCHE: A legendary experience to match a legendary vehicle
Porsche has been an aspirational brand for decades not only because of its iconic cars, but also due to its innovative customer service. Customer Care Manager Jeff Newman will give you an inside look…
S1E1 JETBLUE: Bringing humanity back to air travel
JetBlue Co-Founder Frankie Littleford has been in the airline industry her entire career, and has reinvented the way an airline treats its customers. In this episode, Frankie explains how the “crazy”…
S1 Introducing “Radically Personal”
In each episode of Radically Personal, Gladly CEO Joseph Ansanelli connects with radically personal customer service leaders at the world’s most beloved brands. If you’re in the business of customers…
Frequently Asked Questions
Radically Personal has published 20 episodes since January 2020, covering topics in Business.
Radically Personal is currently active with new episodes every 2 months. Average episode length is 29m.
