Customer Experience: how to do it, how to make it real and how to make it matter. Geoff DeVito of Explora Journeys shares his background, TED talk content and the basics of creating REAL/high value customer experiences. His employer Explora is a cruise ship unlike any other on the seas, they're creating deep experience for both passengers and crew. 

We discuss hospitality and the thinking behind creating great experiences, plus how those lessons can cross over to all businesses.  

The "What's Got Our Attention" has Ken angry about self-checkout, Geoff discusses attending an AirSupply concert and Martin shares his joy of dealing with Woot.com's customer service team. 

Author and professor Scott Habegger shares stories about positioning and how companies can do it better. Scott talks about the need for a shift in focus to what he calls "small data". We all know "big data" but it's the small data that colors what people think and say about your company. Scott shares stories related to banking, retail and Harley's. 

We discuss Bed Bath and Beyond as well. 

We throw out a run of show in favor of a discussion about a practical and unexpected application of A.I. that Lekan demonstrated. We discuss what happened and welcome the remarkable Amanda Schneider, President and Founder of ThinkLab. 

With Amanda we discuss the ideas about where work is going and the notion that it's process and not any product that will inform the next wave of how work gets done. Amanda also joins us for our "What's Got Your Attention" feature. 

To put it mildly, Amanda is pretty damned cool.