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The ConsEUmer Podcast

Consumer Choice Center

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The ConsEUmer Podcast is a weekly program that covers the news & politics of the European Union and its member states. Produced by the Consumer Choice Center, we focus on consumer issues such as free trade, science-based policy-making, product safety, and privacy — but we won't shy away from commentary on the day to day of the European Union's institutions. Stay tuned for exclusive interviews with policy-makers and experts, hosted by our Senior Policy Analyst Bill Wirtz.
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Asia's standing in the world has changed and it is clear that where the focus was once on how quickly the region would rise, the reality is now all about how Asia will lead. In the Future of Asia Podcast, we invite leaders from across the region to discuss the power, agility and ambition of Asia and to shed light on what kind of leader Asia will be, and what this means for governments and businesses everywhere.
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Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier an ...
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NVIC

National Vaccine Information Center

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The National Vaccine Information Center (NVIC) is a national, non-profit educational organization founded in 1982. The oldest and largest consumer organization advocating the institution of vaccine safety and informed consent protections in the mass vaccination system, NVIC is responsible for launching the vaccine safety and informed consent movement in America in the early 1980's. Think Globally; Act locally! Join us at NVICADVOCACY.ORG & Visit NVIC.ORG today! Your health. Your family. Your ...
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show series
 
On Agriculture of America, we discuss the potential impact of the proposed California Air Resources Board rules for railroad locomotives on consumers, agriculture and more with Yael Ossowski, Deputy Director of the Consumer Choice Center. Broadcast on Agriculture of America, presented by the American Ag Network. https://podcasts.apple.com/us/podcas…
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Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health, talks about his journey from a background in analytics and finance at companies like Medallia and Wells Fargo to his current role. He emphasizes the importance of moving from reactive to proactive customer feedback mechanisms and using quantitative data to improve customer experi…
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The importance of the CEO in fostering a customer-centric culture stands out as a key takeaway from the conversation with Sowmyanarayan Sampath, CEO of Verizon Consumer. Learn about his strategic moves to regain market momentum, simplify customer interactions, and the innovative use of AI in improving both customer and employee experiences. Blake M…
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Artificial intelligence is reshaping the landscape of sustainable development in Asia. How can we ensure that the benefits of AI-driven advancements reach even the most marginalized communities in Asia? In this episode, Angela Buensuceso of the McKinsey Future of Asia Podcast speaks with Jennifer Echevarria, Vice President of Commercial Strategic S…
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Customer journey mapping is a critical tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and business advisor with a wealth of experience in the customer experience field, recently shared her insights on this topic, along with her perspectives on agent experience, the role of AI, and the importan…
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This week on the Modern Customer Podcast, Mastercard's Executive Vice President of Global Customer Care, Lance Gruner, shares how he leads a strong team focused on delivering exceptional customer service. With 25 years of cross-industry experience, Lance is a master of Voice of the Customer programs, customer-focused leadership, and the cultural sh…
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In this last episode before the summer break, we address falling beer sales in the Netherlands, and the ongoing Council battle of tariffs on Chinese electric vehicles. Also, Amrit Nanda from Plant ETP joins us to explain the latest on the Commission's regulatory changes on gene-editing. Check out their "Plantastic Discoveries" on their website: htt…
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Contact centers are undergoing a significant transformation with the rise of artificial intelligence. In this episode of The Modern Customer Podcast, Mike Lytle, CEO of Teleperformance in the USA, the Philippines, and Canada, discusses his journey to the top and the transformative role of AI in contact centers. With 500,000 employees globally, Tele…
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A brief hello this week. No regular episode. Last one out next week. Hustling before the summer break! July 11, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https://bit.ly/3fyyzto Donate: http://consumerchoicecenter.org/donate See omnystudio.com/listener for…
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Generative AI has emerged as a significant new force with the potential to reshape the future of work, bringing both opportunities and challenges. Join host Debbi Cheong on The McKinsey Future of Asia Podcast as she engages with Seckin Ungur, Partner at McKinsey’s Sydney office, and Jacob Johnson, Associate Partner in McKinsey’s Canberra office. Th…
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This week on The Modern Customer Podcast, John Rossman, author of 'The Amazon Way' and his newest book 'Big Bet Leadership' joins us. He shares leadership strategies for navigating extreme change and digital transformation, focusing on topics like AI, cost reduction, and rethinking operating models for customer-centricity. Rossman shares insights f…
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Yaël Ossowski joins us this week to discuss the latest regulatory news for end-to-end encryption and artificial intelligence in the European Union. Regulators seemingly doing, again, more harm than good. Check out EU Tech Loop: https://eutechloop.com/ July 4, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spot…
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TODAY’S THE DAY … My new book hits the shelves! There are many leadership books, and there are many customer experience and customer service books. However, very few books combine these two topics. I am excited to announce that my new book, "The Eight Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer…
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In this week's episode, we discuss the mayor of Barcelona's measure to cut Airbnb licenses, we bring on Yaël Ossowski to explain Apple facing new potential fines for self-preferencing, and Chief Marketing Officer of Ryanair joins us to discuss their fight with Online Travel Agents (OTAs), and how his airline believes that consumers are being scamme…
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This week on The Modern Customer podcast, we're joined by Joseph Michelli, author, influencer, speaker, and consultant with over 25 years of experience. He'll share insights from his work with iconic brands like Mercedes and Starbucks, revealing the strategies behind launching and maintaining thriving customer experience programs. Joseph emphasizes…
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Jan Burdinski is back on the podcast to discuss the most recent decision by the European Commission to consider tariffs on Chinese electric vehicles. Follow Jan Burdinski on X @Burdinski. June 20, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https://bit.ly/3…
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How does a CMO ensure the customer experience remains at the forefront of their brand's strategy? In this episode of the Modern Customer Podcast, Alison Hiatt, the Chief Marketing Officer and Chief Growth Officer at Vera Bradley Designs Inc., shares her invaluable insights from her journey in marketing, including experiences with iconic brands like…
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CCC Senior Policy Analyst Bill Wirtz was back on Agriculture of America (AOA) to discuss the recent European elections and the repercussion it will have on agricultural policy. Support the show: http://consumerchoicecenter.org/donate See omnystudio.com/listener for privacy information.By Consumer Choice Center
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Pieter Cleppe joins us on this week's episode to discuss the European elections that happened last week. Also in this episode: online retailers face fines in the Netherlands for deceptive discounts, and Swiss legislators criticise the ECHR for its climate change ruling. June 13, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://a…
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Creating a customer-centric marketing technology stack is essential for delivering exceptional customer experiences. In this week's episode of The Modern Customer podcast, Darrel Alfonso, Director of Marketing Strategy and Operations at Indeed.com, shares his expertise in constructing and leveraging a successful marketing technology stack. Blake Mo…
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This week's episode is co-hosted with CCC board member Chad Swarthout, who joins us to discuss his views on the use of Virtual Private Networks (VPN) and the use of VR headsets like the Apple Vision Pro. June 6, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: h…
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Bill Wirtz joined Brad Ferland on WDEV’s Vermont Viewpoint to discuss House Bill H.706 which would ban the use of neonic insecticides in the state. The bill was vetoed by Governor Scott and is due for a veto override session mid-June. Support the show: http://consumerchoicecenter.org/donate See omnystudio.com/listener for privacy information.…
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Transforming customer experience in the B2B space isn't just about front-end interactions—it's about mastering the backend and organizational dynamics. This week on The Modern Customer podcast, John Durocher, Chief Customer Officer at Calix, brings decades of expertise demonstrating how robust infrastructure and strategic restructuring can revoluti…
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Due to last minute changes, no guest this week, but a short episode with two news stories regardless: Paris faces Airbnb prices and hotels during the Olympics that do not increase as much as planned, and the European elections are happening next week, but are they inclusive? May 30, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https…
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Global Capability Centers (GCCs) have evolved into innovation engines, shifting from execution centers to strategic hubs at the forefront of transformation. Join McKinsey Senior Partner Indy Banerjee and Partner Fabrice Desmarescaux as they engage in a discussion with Pravin Goel, Managing Director at BlackRock, and Debasis Panda, Head of GCCs at T…
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Contact center technology is transforming, driven by advancements in artificial intelligence (AI) and cloud technologies. AI integration is proving to be a game-changer, promising efficiency, cost savings, and a more personalized customer experience. Sheila McGee-Smith, a renowned contact center analyst with 35 years of experience, has observed thi…
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In this episode we talk about the incoming Dutch government, a new CCC project in Europe called EU Tech Loop, and we host EPICENTER Director Adam Bartha to discuss the protests in Georgia against the foreign agents law, and how the law will jeopardise the relationship between Georgia and the EU. May 23, 2024 Follow ConsEUmer wherever you get your p…
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The retail landscape is undergoing a significant transformation, with wavering consumer loyalty and economic volatility presenting formidable challenges. Stephen Rogers, Managing Director of Deloitte’s Consumer Industry Center, shares Deloitte's 2024 retail outlook, providing a strategic roadmap for retailers to thrive amidst this shifting landscap…
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Fabio Fernandes is helping us unpack the latest tech news this week. We're talking about why your iPhone's battery is draining way too quickly, and what we make of the latest innovations in LLM's, as well as Sam Altman's idea for "Universal Basic Compute". Follow Fabio on X @DeFariaeSilva. May 16, 2024 Follow ConsEUmer wherever you get your podcast…
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Customer experience (CX) is no longer a series of isolated touchpoints. Today, companies leverage platforms to create continuous, data-driven customer journeys. Ted Moser, senior partner at Prophet and author of "Winning Through Platforms," highlights the transformative power of this approach. This week on The Modern Customer podcast, Ted emphasize…
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Today's episode is co-hosted with the CCC's US Affairs Analyst Elizabeth Hicks! We're talking about Florida's ban on alternative meat products, and a UK law going after hidden fees and fake reviews. Follow Liz on X @eohicks. May 9, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZd…
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The economy changes. Politics shift. Competitive advantage isn't found in products alone, but in the exceptional experiences that foster customer retention and advocacy. Join me and bestselling author of “Keep Your Customers”, Ali Cudby on The Modern Customer Podcast. We're not offering tips and tricks, but a mindset shift to unlock unshakeable cus…
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This week I have some audio from last weekend's FDP party convention in Berlin, as well as stories about probes in Meta for disinformation tracking, and Bulgaria's new gambling ban. May 2, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https://bit.ly/3fyyzto D…
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Businesses across all sectors are constantly seeking new ways to elevate their customer experience offerings and drive customer loyalty. One fascinating model is the cruise industry. Cruise ships offer a 24/7, 'live-in' customer relationship model, forcing a relentless focus on swift problem resolution and exceeding expectations to avoid tarnishing…
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Going solo again this week, with no guest, but in turn I do have these stories for you: 📱 The EU wants to lower your phone bills, but can it really? 🛫 Amsterdam airport makes security checks faster 🇪🇺 The European Green Deal is done for April 25, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://…
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Emerging technologies like AI are reshaping the way businesses interact with their customers, while rapidly shifting expectations demand adaptable, emotionally intelligent leaders. Joe Hart, CEO of Dale Carnegie Training, understands this dynamic landscape. His insights on managing change, embracing technology with a human touch, and cultivating a …
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Going solo again this week, with no guest, but in turn I do have these stories for you: 🥩 French court suspends the ban on meat names for alternative products 🇵🇱 Polish law requiring local driver's licenses for ride-sharing apps comes into effect 🇲🇹Malta has free bus service… but it's actually dangerous to use them April 18, 2024 Follow ConsEUmer w…
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Customer-centric banks like Capital One excel by focusing on user-friendly technology, readily available customer service, and financial tools designed to empower individuals in managing their finances. Lauren Liss, Head of Premium Products, Marketing and Rewards at Capital One, discusses the importance of a customer-centric culture and the role of…
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Going solo this week, with these topics: 🇸🇰 Slovakia considers controversial anti-NGO bill 🎰 Latvian court overturns Riga ban on casinos 🇨🇭 Swiss lawmakers want to protect local wine with subsidies April 11, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https…
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Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries. William "Bill'' Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to …
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Our guest this week is Donald Kimball, he is the Communications Manager at the Washington Policy Center and a Contributor at Young Voices. We talked about social media content moderation, showing the stark differences between the European approach, and what some lawmakers are pushing for in the United States. Also in this episode: 🛫 KLM misled cons…
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The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market. ThredUp’s CEO …
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As the CCC gathers for a staff retreat in Dubai, UAE, we're bringing on Elizabeth Hicks, Yaël Ossowski, and Zoltán Kész from the CCC team to talk the news and their ongoing projects! March 28, 2024 Follow ConsEUmer wherever you get your podcasts: Apple: https://apple.co/2HR4TLT Spotify: https://spoti.fi/3l3GZdx Google podcasts: https://bit.ly/3fyyz…
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The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs. Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips…
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Our guest this week is a returning guest: Pieter Cleppe from Brussels Report joins us to discuss the upcoming elections in Belgium. Also in this episode: 🕰️ What happened to scrapping Daylight Savings Time? 🏆 Zoltán Kész joins us to explain Consumer Champs, our new project Follow Pieter on X @pietercleppe and Brussels Report @brussels_report. March…
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In this episode, host Angela Buensuceso discusses the potential of Japanese corporations with Naoyuki Iwatani, managing partner of McKinsey's offices in Japan and Michele Raviscioni, a senior partner based in McKinsey's Tokyo office. Delve into the essence of Japanese craftsmanship, customer-centricity, and brand power as they uncover the strategie…
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The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers. Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences. Blake Morgan is a customer experience futurist, …
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Our guest this week is Jorge Teixeira, parliamentary assistant for Initiativa Liberal, a political party in Portugal. He will comment on the parliamentary election in Portugal last Sunday, and what we can expect to happen from here on out in the coalition talks. Also in this episode: 🚗 Consumers reject a ban on the internal combustion engine 🩸 Roma…
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