“Win at the basics for great CX - make every experience, every touch point, every interaction as good as the last.”
SUMMARY:
What can CX leaders learn from a digital trailblazer who helped sell one of the first online plane tickets, modernized McDonald’s digital experience, and now leads customer intelligence at Caesars Entertainment?
In this episode of CX‑WISE, Brad Jaehn distils decades of digital and product leadership into a clear, human-first blueprint for modern CX. He explains why great experiences still start with emotion and anticipation, why winning at the basics beats chasing shiny tech, and how AI becomes transformative only when applied with responsibility and real customer needs in mind.
Brad also shares grounded leadership lessons from supporting mental health to building trust, curiosity, and continuous improvement across teams.
In this episode, you’ll learn:
- Why CX is ultimately about how customers feel
- How to use the lens of the customer to remove friction and bias
- Why AI matters only when solving real customer problems
- What makes personalization helpful vs intrusive
- Leadership insights on mental health, trust & curiosity
Tune in for practical, human-centered insights that help brands deliver meaningful experiences in a fast-changing world.
Episode Highlights
Episode Insights
Articles
Customer Happiness: Proven Strategies to Delight and Retain Your Customers
Measuring customer happiness reveals how people feel about your brand during customer interactions—it's the emotional connection that turns buyers into loyal advocates. Here’s how.
What Are AI Agents and Their Role in Modern Enterprises?
The 2025-26 workforce will blend humans with autonomous AI agents that plan, decide, and learn independently—far beyond today's assistive tools requiring constant direction. Here’s how to stay ahead of the curve.
Customer Experience Analytics: How to Analyze and Improve
In today's digital world, customers hold the power with alternatives just a tap away—making how your brand makes them feel at every interaction the true competitive advantage.
Customer Happiness: Proven Strategies to Delight and Retain Your Customers
Measuring customer happiness reveals how people feel about your brand during customer interactions—it's the emotional connection that turns buyers into loyal advocates. Here’s how.
What Are AI Agents and Their Role in Modern Enterprises?
The 2025-26 workforce will blend humans with autonomous AI agents that plan, decide, and learn independently—far beyond today's assistive tools requiring constant direction. Here’s how to stay ahead of the curve.
Customer Experience Analytics: How to Analyze and Improve
In today's digital world, customers hold the power with alternatives just a tap away—making how your brand makes them feel at every interaction the true competitive advantage.
Discover More Podcasts
See the Signals, Seize the Moment: CX Lessons for Global Brands from SAMY & Diageo
WATCH NOW
See the Signals, Seize the Moment: CX Lessons for Global Brands from SAMY & Diageo
WATCH NOWWant to share your CX wisdom with the world?