In this episode, we’re diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences.

You’ll learn why today’s customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening your message, and understanding your buyers better than ever.

We’ll explore:

• Why great teams move in the same direction (and how to get yours there)

• How leaders set the tone for performance and culture by setting the example

• The power of understanding client objections before they derail your sale

• The secret to identifying your right-fit buyer and fine-tuning your messaging and marketing

• Why follow-up is the most overlooked part of both the sales and service cycle

• How to eliminate silos between sales, marketing, and customer service to create a seamless, connected experience

Whether you're a business owner, CX leader, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

🎧 Tune in and discover how to align your people and process to serve customers with excellence.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Learn more about Diabolocom: https://www.diabolocom.com/

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom

In today’s episode, we’re thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon, and Brinks, Frederic brings a practical, global perspective to the evolving world of CX.

What we cover in this episode:

• Why great customer experiences are effortless by design

• How AI can automate repetitive tasks, freeing your team for high-value conversations

• The critical need to balance AI automation with authentic human connection

• Why AI integration leads to more WOW moments and stronger customer loyalty

• How Ignoring AI today is like ignoring computers in the 1980s

• How AI enables 24/7 service without burnout

• Why solving problems quickly and easily is the foundation of trust and advocacy

Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Learn more about Diabolocom: https://www.diabolocom.com/

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/

In this high-flying episode, we sit down with Gene Conrad, President and CEO of the Aerospace Center for Excellence and Sun 'n Fun Aerospace Expo in Lakeland Florida. Sun 'n Fun is one of the largest aviation events in the country and welcomes over 200,000 visitors annually.

Key Takeaways:

• ✈️ Safety First – Safety is the primary focus for the airshow, and should be for your business as well.
• 👥 People Over Planes – The aircraft might draw a crowd, but it’s the human connection that creates return guests.
• 🏘️ Build Community – How Sun 'n Fun creates a sense of belonging that drives long-term success.
• 💪 Perfect Effort – Gene’s powerful philosophy: it’s not about being perfect, it's about putting in perfect effort.
• 📋 Debrief and Do Something – Why post-event reviews matter only when action follows based on what you learn.

Whether you're in the sky or on the ground, this episode is packed with insights on leadership, culture, and delivering remarkable experiences.

Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Learn more about Sun 'n Fun: https://flysnf.org/

📌 Learn more about the Aerospace Center for Excellence: https://aceedu.org/

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter: https://twitter.com/The_TonyJohnson

Instagram: https://www.instagram.com/THE_TONYJOHNSON/

Tik Tok: https://www.tiktok.com/@igniteyourservice

Facebook: https://www.facebook.com/tonyjohnsoncx/