Yanique Grant

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

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Guest Bio Jeff Toister’s very first customer service interaction ended in a service failure. Rather than walk away, he became obsessed with figuring out what great service really takes, and he has spent his career answering that question. Today Jeff is the best-selling author of four books, including the Service Culture Handbook and his newest

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Episode 279: Where AI Ends and Humans Begin: Building Customer Success on Clean Data

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Rebecca Stone is Chief Customer and Marketing Officer at Plume, where she leads customer and marketing strategy, brand positioning, customer experience, and go-to-market initiatives. She brings more than 20 years of B2B technology experience spanning marketing, customer experience, and growth. Before Plume, Rebecca served as Senior Vice President of Revenue Marketing and Customer Solutions Marketing

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Episode 278 : Clarity Beats Confidence : How Great Leaders Actually Change with Terez Rijkenberg

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Guest Bio Terez Rijkenberg is an executive coach to C-suite leaders at organizations around the world. Before she turned 30, she had already served as a chief people officer, led customer experience, and run teams of more than 80 people. Her coaching runs on two signature tools: the RAFT formula and the Radical Adaptability framework,

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Episode 277 : Deflection Done Right: Building AI Support That Customers Actually Love with David Karandish

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Guest Bio David Karandish is the founder and CEO of Capacity, an enterprise SaaS company headquartered in St. Louis, Missouri. Capacity is a support automation platform that uses AI to deflect emails, calls, and tickets so internal and external support teams can spend more time doing their best work. Today Capacity serves roughly 20,000 customers

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

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Guest Bio Dan Balcauski is the founder of Product Tranquility, where he helps B2B SaaS CEOs turn pricing from a confusing liability into a strategic advantage. With more than 20 years in software, Dan began his career as an engineer before moving into product management and discovering that how companies capture value matters far more

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Episode 275 : From Pissed to Empowered: How Consumer Feedback Drives Business Transformation with Michael Podolsky

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Guest Bio Michael Podolsky is the co-founder and CEO of PissedConsumer.com, a leading consumer advocacy and complaint resolution platform, and Wisebrand.com, an AI strategy and product engineering agency. What started as a personal frustration after a dismal vacation experience turned into a 20-year mission to give consumers a credible voice and help businesses learn from

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Episode 274 : Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs with Dr. Kerrian M. Peart, PHD.

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Guest Bio Dr. Kerriann M. Peart is a trusted voice on leadership, burnout, and professional well-being, particularly among women navigating complex organizational systems. With a background spanning organizational psychology, public health, and executive coaching, she brings both academic rigor and lived leadership experience to every stage she graces. Her work challenges traditional notions of high

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Episode 273 : “Lead Forward: AI, Leadership, and the Future of Work” with Jack Jendo

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Guest Bio Jack Jendo is an AI-driven digital transformation strategist, entrepreneur, and human rights advocate working at the intersection of technology, leadership, and social impact. He is the founder of BrainDigits, a UAE-registered innovation and AI consultancy that helps governments, corporations, and startups adopt artificial intelligence, data analytics, and future-ready leadership frameworks. Through his work

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“10 Years, 272 Episodes, and a Lifetime of Lessons: A Mother-Daughter Conversation”

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About This Special Episode This episode is unlike any other in the 272-episode history of Navigating the Customer Experience. To mark 10 years of podcasting, host Yanique Grant invited her daughter Summer to turn the tables, Summer takes the microphone and interviews her mom about the journey, the lessons, and what the next decade holds.

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Episode 272 : “Show Up Scared: Networking, Resilience, and Building Real Connections” with Alexandra Silva Labarr

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Guest: Alexandra Silva Labarr  │  Founder, Xandra Marketing & PR | Networking Queen | Author Guest Bio Alexandra Silva Labarr is an international speaker, author, and founder of Xandra Marketing & PR. Known as the Networking Queen, Alexandra has over 25 years of experience in marketing, business development, and sales. After leaving corporate America to

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