HeyJaredNavigating the Customer Experience
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience.
- Indexed episodes, last 90 days
- 4
- Latest publication
- Sep 8, 2026
- Audience
- Checking…
- Earliest in this view
- Jul 14, 2026
Latest episodes
280: The Skills AI Can't Replace: Why Human Service Still Wins with Jeff Toister (opens the original)
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Send us Fan Mail AI won't replace your people. It will replace the ones acting like robots. Returning guest Jeff Toister, best-selling author of Human Service: The Skills AI Can't Replace, joins Yanique Grant to unpack where humans still win in a world racing to automate. Drawing on new research spanning more than 370,000 phone calls and 400-plus face-to-face interactions, Jeff makes the data-backed case for connection, understanding, and advocacy, the three human skills AI simply can't provi...
279: Where AI Ends and Humans Begin: Building Customer Success on Clean Data with Rebecca Stone (opens the original)
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Send us Fan Mail Where should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line. Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that makes one customer look like four, to using AI to carry context across every support tier, to buil...
277 : Deflection Done Right: Building AI Support That Customers Actually Love with David Karandish (opens the original)
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Send us Fan Mail Can AI answer your customers without pushing them away? David Karandish has automated support for 20,000 companies, and he says deflection should make the experience better, not worse. David Karandish, founder and CEO of Capacity, joins Yanique Grant to unpack how to bring AI into customer support the right way. After selling Answers Corp for $960 million, David built Capacity into an omni-channel support automation platform serving roughly 20,000 customers. In this episode h...
276 : Pricing AI: Why the First Price Is Always Wrong and What Smart SaaS Leaders Do About It with Dan Balcauski (opens the original)
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Send us Fan Mail Pricing AI is the hardest pricing problem in software right now, and most SaaS leaders are getting it wrong on the first try. In this episode of Navigating the Customer Experience, host Yanique Grant sits down with Dan Balcauski, founder of Product Tranquility, to unpack why the first AI price a company sets is always wrong, how to set usage caps when you have no historical data, and what smart B2B SaaS leaders do differently to turn pricing from a liability into a strategic ...
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