Best Eric Baines Podcasts (2025)

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Ep. 246: Deon Nicholas | A Glimpse of the AI Future—It’s Here Today 41:59

1h ago41:59

41:59

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 some companies are already using AI to resolve customer issues end-to-end in ways we could barely imagine just a couple of years …

1
Ep. 245: Eduardo Roma | When Effortless Digital Isn’t Enough: Competing on Customer Relationships 31:37

12d ago31:37

31:37

Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator? Eduardo Roma, Global Head of Customer Experience Transformation at Bain, believes companies that spent years optimizing transactions and digitizing every interaction are now unprepared for what matters most: becoming…

1
James Lindsay on Different Matters, postmodernism and the three perspectives 1:06:15

2M ago1:06:15

1:06:15

Dr. Lindsay is an American-born author, mathematician, founder of New Discourses, and self-described professional troublemaker. Known for his sharp wit and thought-provoking insights, he is a leading critic of Critical Race Theory and "Woke" ideology. His bestselling books, including Cynical Theories and Race Marxism, have sparked global dialogue a…

1
Ep. 244: Eric Almquist | The Value Experience: Why Adding Elements of Value Adds Company Value 13:12

2M ago13:12

13:12

Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making calculated trade-offs. In this special tribute show, we revisit our 2016 conversation with Eric Almquist, a former partner at Bain & Company, on the Elements of Value. This framework transforms how businesses un…

1
Ep. 243: Cutler Andrews | When an 8% Donor Base Funds a University: Unlocking Hidden Alumni Engagement Opportunities 35:17

3M ago35:17

35:17

Episode 243: At Emory University, 99% of donations come from just 8% of donors. It’s a small alumni minority funding almost the majority of the university. This raises a big question: How do you cultivate loyalty among everyone else? In this episode, Emory’s Chief Experience Officer, Cutler Andrews, describes how they’re dismantling silos—by mergin…

1
Ep. 242: Kunal Madhok | The Black Box Fallacy: Why Wells Fargo Doesn't Trust an AI It Can't Explain 37:00

4M ago37:00

37:00

Episode 242: Wells Fargo has established a clear position on artificial intelligence: If you can't explain how an AI model works, you shouldn't deploy it. This stance challenges the common assumption that black box algorithms are acceptable costs of advanced AI capabilities. In this episode, Kunal Madhok, Head of Data, Analytics, and AI for Wells F…

1
ARON MICHALSKI- Gratitude and Service (Chicago, Paul Simon) 1:32:42

4M ago1:32:42

1:32:42

Guitar tech to the stars, Aron Michalski, explains how he got into the business of touring with bands as a crew member, otherwise known as “roadies”. He recalls his time with Paul Simon and the Indigo Girls. He talks about what it’s like handling the guitars for the iconic band, Chicago. He also discusses the current state of music and what he enjo…

1
Ep. 241: Abhii Parakh & Mike Estep | Flawless Over Flashy: Prudential's Unconventional Path to Customer Experience Leadership 38:49

5M ago38:49

38:49

Episode 241: When is mastering the basics a differentiator? In an industry where complexity is the norm, Prudential Group Insurance has made a counterintuitive strategic choice. While many companies chase innovation through digital transformation and enhanced features, Prudential has discovered that operational excellence—the "absence of noise"—can…

1
Dr Peter Boghossian on Different Matters, and God 1:03:55

5M ago1:03:55

1:03:55

Peter Gregory Boghossian is an American philosopher and college professor. His main focus is bringing the tools of professional philosophers to people in a wide variety of contexts. Peter has a teaching pedigree spanning more than 25 years and 30 thousand students. Peter's primary research areas are critical thinking and moral reasoning. His doctor…

1
Professor Nigel Biggar on Different Matters and Colonialism 1:07:00

6M ago1:07:00

1:07:00

Nigel Biggar CBE is Emeritus Regius Professor of Moral Theology at the University of Oxford and Distinguished Scholar in Residence at Pusey House, Oxford. In his recent book, Colonialism: A Moral Reckoning Nigel Biggar addresses the crucial questions in eight chapters: Was the British Empire driven primarily by greed and the lust to dominate? Shoul…

1
WALFREDO REYES, JR.- A Million Little Gigs (Chicago, Santana, Steve Winwood) 1:40:54

6M ago1:40:54

1:40:54

Drummer, Percussionist, Walfredo Reyes, jr. talks about the first time playing with the band Chicago and how he got the gig. He reminisces about growing up in Las Vegas and his move to Los Angeles. He recalls his experience touring with legendary guitarist, Santana. He also describes the process of recording his solo albums and why it is important …

1
Ep. 240: Caroline Lombardi | The Evolution of the Chief Customer Officer: From Scorekeeper to CEO Successor 24:35

7M ago24:35

24:35

Episode 240: How has the Chief Customer Officer (CCO) role evolved over time? Traditionally focused on tracking metrics, CCOs now play a proactive and forward-facing role in driving business innovation. In this episode, Caroline Lombardi, Global Head of the Hospitality & Leisure Practice at Egon Zehnder, explores the CCO role’s dramatic evolution. …

1
Roger Partridge on Different Matters and his report on 'Reining in the Supreme Court' 1:07:59

7M ago1:07:59

1:07:59

Roger Partridge is chairman and a co-founder of The New Zealand Initiative and is a senior member of its research team. He led law firm Bell Gully as executive chairman from 2007 to 2014, after 16 years as a commercial litigation partner. Roger recently published a report titled, Who Makes the Law? Reining in the Supreme Court, in which he warns of…

1
Ep. 239: Dan McCarthy | Food for Thought: How External Data Analysis Can Unlock Competitive Insights 29:17

7M ago29:17

29:17

Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another? Discover how analysis of externally sourced customer behavior data can fuel dramatic improvements in revenue forecasts and strategic decisions. See how competitor data analysis can help identify strengths and …

1
Martin van Beynen on Different Matters, and the Bain Family Murders 1:15:54

8M ago1:15:54

1:15:54

Martin van Beynen was born in Christchurch, and lived in West Auckland from the age of 11, where he attended St Peter's College. He later graduated from University of Auckland where he studied law and wrote for Craccum. He also completed a Diploma in Journalism at the University of Canterbury in 1989, and began working with the Otago Daily Times in…

1
Deborah Hart on Different Matters, and her mother, Inge Woolf 1:07:14

8M ago1:07:14

1:07:14

The book Resilience, written by the late Inge Woolf, covers her remarkable life story. Born in Vienna before the war, her story tells of fleeing from Nazi oppression and genocide, establishing a tenuous life in England, her arrival in New Zealand, marriage, tragedy and children. Join me Damien Grant, as I talk to lawyer, director, adviser, independ…

1
Ep. 238: Brian Higgins | Building AI Trust: Verizon’s Bold Bet on Deliberate Progress 42:29

8M ago42:29

42:29

Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn’t rushing to put AI in front of customers. Instead, they’re deliberately building trust, refining data quality, …

1
Dr Oliver Hartwich on Different Matters 1:01:54

9M ago1:01:54

1:01:54

Dr Oliver Hartwich is the Executive Director of the NZ Initiative; New Zealand’s premier free-market think tank. Before joining the Initiative, he was a Research Fellow at the Centre for Independent Studies in Sydney, the Chief Economist at Policy Exchange in London, and an advisor in the UK House of Lords. Oliver holds a Master’s degree in Economi…

1
Dr Eric Crampton on Different Matters 59:09

9M ago59:09

59:09

Dr Eric Crampton is the chief economist at The New Zealand Initiative, New Zealand's leading private think-tank. He previously served for over a decade as lecturer and senior lecturer in economics at the University of Canterbury. In this second interview with Dr Eric Crampton we discuss Paul H. Ruben's book, Darwinian Politics: The Evolutionary Ori…

1
Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi 49:29

9M ago49:29

49:29

How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…

1
Marilyn Waring on Different Matters 1:25:54

9M ago1:25:54

1:25:54

Marilyn Waring is a New Zealand feminist, former politician, author of multiple books, academic, and activist for female human rights and environmental issues. She is best known for her 1988 book If Women Counted, and she obtained a D.Phil in political economy in 1989. Through her research and writing she is known as the principal founder of the di…

1
Ep. 236: David Tudehope & Joseph Michelli | “Zig When They Zag”: Macquarie's Customer-Centric Revolution 37:17

10M ago37:17

37:17

Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…

1
Toby Young on Different Matters - Free speech and redemption from cancel culture 1:13:16

11M ago1:13:16

1:13:16

Toby Young is a British social commentator and the founder and director of the Free Speech Union in the United Kingdom, an associate editor of The Spectator, and a former associate editor at Quillette. Toby recently visited New Zealand on invitation from the NZ Free Speech Union. In this Episode we talk about his book, How to lose friends and alien…

1
Ep. 235: Jon Freier | From Near Death to NPS Disrupter: T-Mobile’s Journey to Customer Leadership 35:34

11M ago35:34

35:34

Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…

1
Professor Paul Moon on Different Matters - Ans Westra's Life 1:03:37

11M ago1:03:37

1:03:37

Evan Paul Moon is a New Zealand historian, a professor and author of New Zealand history and biography. Moon is widely recognised for his study of the Treaty of Waitangi, and has published two books on the topic. More recently he published Ans Westra: A Life in Photography, the story of the photographer Ans Westra, who died in 2023. Join me, Damien…

1
BRAD COLE- Well Paid and Organized Kindergarten (Phil Collins, Supertramp, Gino Vannelli) 1:34:56

11M ago1:34:56

1:34:56

Keyboardist, Brad Cole talks about his 30 years touring with pop icon, Phil Collins. He remembers moving to Los Angeles in the late seventies and entering the session scene. He recalls the lessons he’s learned working with all different types of musical artists and reveals his secrets to working with complicated creatives. www.thecolemine.com www.d…

1
Jonathan Rauch on Different Matters 59:15

1y ago59:15

59:15

Jonathan Rauch is an American journalist, philosopher and author of eight books and many articles on public policy, culture, and government. He has also written on topics as widely varied as adultery, agriculture, economics, gay marriage, height discrimination, biological rhythms, number inflation, and animal rights. Join Damien Grant as he intervi…

1
Ep. 234: Naiara De León & Madison Dyal Anderson | All Customers Just Want to Belong: What Defines an Inclusive Retail Experience? 32:17

1y ago32:17

32:17

Why do some retailers excel at creating a welcoming environment for a diverse customer base while others fall short? Bain & Company's Naiara De León and Madison Dyal Anderson discuss their research on how companies that excel in customer advocacy and inclusion consistently outperform their peers by a staggering 10 percentage points annually. Beyond…

1
NATE MORTON- Five Year Old Neanderthal (The Voice, Cher, Natalie Cole) 1:47:18

1y ago1:47:18

1:47:18

Drummer, Nate Morton, talks about his experience being on the hit NBC show, The Voice. He reminisces about his time at Berklee College of Music and explains how it’s helped him throughout his career. He recalls some of his best musical advice he’s gotten over the years and how important moving to L.A. has been for his music career. www.natemorton.c…

1
Ep. 233: Eckhart Boehme | Uncovering Hidden Customer Needs: The Power of Jobs to Be Done 33:48

1y ago33:48

33:48

What if the key to creating truly innovative products and solutions lies at least as much in uncovering the deep emotional and attitudinal needs of your customers as in mastering technology? Eckhart Boehme, founder and managing director of Unipro Solutions, shares his approach to putting Clayton Christensen’s Jobs to Be Done framework into practica…

1
Christopher Finlayson on Different Matters 53:41

1y ago53:41

53:41

The Honourable Christopher Francis Finlayson is a New Zealand lawyer and former Member of Parliament, representing the National Party. He practiced law in Wellington as a solicitor before going to the Bar in 2002. He was elected to Parliament in 2005 and became Attorney-General and Minister for Treaty of Waitangi Negotiations in 2008. During his Mi…

1
Steve Braunias on Different Matters 1:13:04

1y ago1:13:04

1:13:04

Steven Braunias is a New Zealand author, columnist, journalist and editor. He is the author of 13 books. In his book, Missing Persons, which was winner of the 2023 Ngaio Marsh Award for Best Non-Fiction, Braunias tells Twelve extraordinary tales of disappearance including former journalist Murray Mason, found dead in the Auckland Domain; the myster…

1
Ep. 232: Matt Harris | When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality 29:37

1y ago29:37

29:37

Matt Harris, Partner at Bain Capital Ventures, argues that generative AI will soon empower customers in unexpected ways. Consumers, he predicts, will soon use AI tools to continuously discover lower loan rates, higher-yield savings accounts, or more attractive insurance policies. As a result, Matt anticipates a shift in customer-company power dynam…

1
KATIE BOECK- Now I Understand The Assignment (Spring Awakening) 1:17:09

1y ago1:17:09

1:17:09

Singer/Songwriter, Katie Boeck, discusses the struggle to find and protect her artistic voice in a music business that tends toward exploitation. She talks about the making of her album, Calico, and the life events that went into the writing. She pays tribute to her first producer Bobby Williams and explains the lessons she learned from him. Katie …

1
Ep. 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum 35:40

1y ago35:40

35:40

Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth. Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as…

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